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SAP C-C4H56I-34 Exam Syllabus Topics:

Topic
Details

Topic 1

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 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

Cases: This topic equips SAP Consultants with the processes for handling customer cases, including creation, updates, and resolution. Techniques for routing cases to suitable agents and setting up escalation rules are highlighted, ensuring efficient case management and escalation handling for superior customer service.

Topic 4

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.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q44-Q49):

NEW QUESTION # 44
Which of the following actions can be configured for autoflow? Note: There are 3 correct answers to this question.

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

Answer: A,C,E

Explanation:
Autoflow is a feature that allows you to define rules that trigger actions based on certain conditions and events.
You can configure three types of actions for autoflow: send info notifications, send e-mails, and send event notifications. Send info notifications are messages that appear in the user interface of SAP Service Cloud Version 2 to inform users about the status of a process or an entity. Send e-mails are messages that are sent to external recipients, such as customers or partners, using predefined e-mail templates. Send event notifications are messages that are sent to integrated solutions, such as SAP Marketing Cloud or SAP Sales Cloud, using predefined event templates. You cannot configure autoflow to send object updates or event e-mail templates.
Object updates are changes that are made to the fields or attributes of an entity, such as a case or a service order. Event e-mail templates are e-mail templates that are used to send event notifications to integrated solutions. To configure object updates, you need to use the administration tool. To configure event e-mail templates, you need to use the event management tool. References = Solution Guide for SAP Service Cloud Version 2, section "Autoflow", page 34.

NEW QUESTION # 45
Which of the following configuration activities are part of SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Maintain case types
B. Set up Agent Desktop
C. Set scoping attributes
D. Set up deals

Answer: A,C

NEW QUESTION # 46
What can you do with Agent Desktop in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Create accounts and contacts.
B. Create installed bases.
C. Assign products to existing accounts.
D. Use a mashup to execute transactions in other SAP solutions.

Answer: A,D

Explanation:
According to the SAP Service Cloud Version 2 documents and learning resources, you can do the following things with Agent Desktop in SAP Service Cloud Version 2:
Create accounts and contacts. Agent Desktop allows you to create and maintain master data for accounts and contacts, which are essential for managing customer relationships and service requests. You can also view and edit the account hierarchy, the contact roles, and the communication preferences of the accounts and contacts.
Use a mashup to execute transactions in other SAP solutions. Agent Desktop enables you to integrate with other SAP solutions, such as SAP S/4HANA Service, SAP Field Service Management, or SAP Marketing Cloud, by using mashups. Mashups are web pages that are embedded in the Agent Desktop and can pass input parameters from the service objects, such as cases, tickets, or registered products, to the external solutions. You can use mashups to perform actions in the external solutions, such as creating a service order, scheduling a service appointment, or launching a marketing campaign, without leaving the Agent Desktop.
The other options are not correct because:
Creating installed bases is not possible with Agent Desktop in SAP Service Cloud Version 2. Installed bases are collections of products that are installed at a customer site and require service or maintenance.
Installed bases are created and managed in the Installed Base work center, which is not part of the Agent Desktop.
Assigning products to existing accounts is not possible with Agent Desktop in SAP Service Cloud Version 2. Products are items that are sold or serviced by your company, and they can be assigned to accounts or contacts as attributes. Products are assigned and maintained in the Products work center, which is not part of the Agent Desktop. References = Introducing Agent Desktop in SAP Service Cloud Version 2, Using Agent Desktop with SAP Service Cloud, Description SAP Service Cloud Version 2 Feature Scope, Agent Console Add-On for SAP Service Cloud Agent Desktop in SAP Service Cloud Version 2 is a versatile tool that enables service agents to perform a variety of tasks efficiently. Among its capabilities, creating accounts and contacts directly from the interface stands out as a fundamental feature, allowing agents to manage customer information seamlessly.
Additionally, the Agent Desktop supports the use of mashups, which are integrations with external applications or web content. These mashups enable agents to execute transactions or access data in other SAP solutions without leaving the Agent Desktop environment, thereby enhancing productivity and providing a unified user experience

NEW QUESTION # 47
Which of the following objects can be replicated from SAP Service Cloud Version 2 to SAP S/4HANA? Note: There are 2 correct answers to this question.

A. Registered products
B. Service contracts
C. Products
D. Contacts

Answer: A,D

NEW QUESTION # 48
Which configuration can you use to trigger a warning message based on custom logic?

A. Create a determination
B. Create an autoflow
C. Create a page layout
D. Create a validation

Answer: D

NEW QUESTION # 49
......

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