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SAP C-C4H56I-34 Exam Syllabus Topics:

Topic
Details

Topic 1

• Service Objects: This topic introduces SAP Consultants to the creation and customization of service objects that facilitate the management of specific service requests. Linking service objects to cases is also discussed, ensuring effective organization and improved case handling in the service lifecycle.

Topic 2

• User Management: Here, SAP Consultants explore the mechanisms of controlling access within the system through role-based permissions and onboarding processes for new users. Audit logging techniques are also covered here.

Topic 3

• Service Elements: SAP Consultants delve into configuring service level agreements (SLAs) to uphold service delivery standards, establishing workflows with approval mechanisms, and implementing feedback tools for customer satisfaction. These elements ensure structured and customer-focused service operations.

Topic 4

• Personalization and Extensibility: In this topic, SAP Consultants explore creating custom fields and objects to capture additional business data, configuring business rules for tailored system behavior, and extending functionality through APIs for integrating third-party applications.

Topic 5

• Communication Channels: SAP Consultants learn about configuring multiple communication channels such as email, chat, and phone, integrating CTI systems for enhanced communication efficiency, and monitoring channel performance. This ensures effective customer interaction and channel optimization.

 

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q33-Q38):

NEW QUESTION # 33
What steps must the administrator perform to give service agents access to knowledge base articles? Note: There are 2 correct answers to this question.

• A. Maintain the knowledge base provider settings in SAP Service Cloud Version 2.
• B. Set up knowledge base articles in SAP Service Cloud Version 2.
• C. Obtain API token credentials from the knowledge base provider.
• D. Configure the relevant integration flow.

Answer: A,D

Explanation:
To enable knowledge base access:
* Configure integration flow (A): Establish connectivity between SAP Service Cloud and the knowledge base system (e.g., SAP Knowledge Base).
* Maintain provider settings (C): Define endpoints, authentication, and search parameters in SAP Service Cloud.
* API tokens (B) are part of provider-specific configurations but not standalone steps.
* Articles (D) are maintained in the external knowledge base, not directly in Service Cloud.
References:
* SAP Help Portal: Knowledge Base Integration
* SAP Documentation: Configuring Knowledge Base Providers

 

NEW QUESTION # 34
Which of the following actions can be configured for autoflow? Note: There are 3 correct answers to this question.

• A. Send object update
• B. Send e-mails
• C. Send event notifications
• D. Send event e-mail template
• E. Send info notifications

Answer: A,B,E

Explanation:
In Autoflow, you can configure the following actions:
* Send info notifications (A): Pop-up alerts or in-app notifications to agents.
* Send e-mails (B): Trigger emails to customers or internal stakeholders.
* Send object update (C): Modify fields or statuses of related objects (e.g., updating a case status).
* Event notifications (D) and event e-mail templates (E) are managed via workflow rules, not Autoflow.
References:
* SAP Help Portal: Autoflow Actions
* SAP Documentation: Configuring Autoflow

 

NEW QUESTION # 35
How can end users access the Customer Hub screen in Agent Desktop? Note: There are 2 correct answers to this question.

• A. Automatically when an incoming phone call from a known customer is accepted
• B. Manually by performing a customer identification via Agent Desktop
• C. Manually by navigating into the Customer Hub app from the menu
• D. Automatically when there is an incoming phone call

Answer: A,B

 

NEW QUESTION # 36
Which of the following objects can be displayed in the Entities facet of the Customer Hub screen?
Note: There are 2 correct answers to this question.

• A. Registered products
• B. Cases
• C. Service orders
• D. Maintenance plan

Answer: B,C

Explanation:
The Entities facet in the Customer Hub displays transactional objects linked to the customer:
* Service orders (B): Track service delivery or repairs.
* Cases (C): Record customer issues and resolutions.
* Maintenance plans (A) and registered products (D) appear in other facets (e.g., Assets).
References:
* SAP Help Portal: Customer Hub Entities Facet
* SAP Documentation: Entities Facet Configuration

 

NEW QUESTION # 37
Which milestone can you use for service levels?

• A. Created-on date
• B. Initial review date
• C. Status
• D. Warranty validity

Answer: B

Explanation:
For service levels in SAP Service Cloud Version 2, the "Initial review date" is a significant milestone that can be used to track and manage service commitments. This milestone marks the scheduled date for an initial evaluation or review of the service provided, ensuring that service level agreements (SLAs) are being met and that any issues are identified and addressed in a timely manner. This helps in maintaining high service standards and customer satisfaction.

 

NEW QUESTION # 38
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