100% PASS SAP - C_C4H56I_34 - SAP CERTIFIED APPLICATION ASSOCIATE - SAP SERVICE CLOUD VERSION 2–TRUSTABLE VALID PRACTICE QUESTIONS

100% Pass SAP - C_C4H56I_34 - SAP Certified Application Associate - SAP Service Cloud Version 2–Trustable Valid Practice Questions

100% Pass SAP - C_C4H56I_34 - SAP Certified Application Associate - SAP Service Cloud Version 2–Trustable Valid Practice Questions

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SAP C_C4H56I_34 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Master Data: This topic familiarizes SAP Consultants with essential processes for managing master data, including customer data creation, maintenance, and archival. It also delves into managing service offerings and product data to align with business needs. Data migration strategies are explained, ensuring the successful import of existing records into SAP Service Cloud while maintaining data integrity.
Topic 2
  • 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.
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
  • 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.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q50-Q55):

NEW QUESTION # 50
Which objects can you assign when you create a user? Note: There are 2 correct answers to this question.

  • A. Security policy
  • B. User profile
  • C. Employee role
  • D. Business role

Answer: A,D


NEW QUESTION # 51
You are rolling out SAP Service Cloud Version 2 to multiple countries. Which of the following must be completed for each different country? Note: There are 2 correct answers to this question.

  • A. Maintain organizational units
  • B. Enable country/region
  • C. Maintain exchange rate
  • D. Select country theme

Answer: B,C

Explanation:
For multi-country rollouts:
* Enable Country/Region (A): Required to activate locale-specific settings (e.g., formats, legal requirements).
* Maintain Exchange Rate (B): Essential for financial transactions in local currencies.
Why other options are incorrect:
* C. Maintain Organizational Units: Can be global or reused across countries.
* D. Select Country Theme: Optional for UI customization, not mandatory.
References:
* SAP Implementation Guide: "Multi-Country Configuration".


NEW QUESTION # 52
What steps must an administrator perform to enable the phone channel in Agent Desktop? Note:
There are 2 correct answers to this question.

  • A. Obtain API token credentials from the CTI provider.
  • B. Integrate with a third-party Computer Telephony Integrator (CTI) provider.
  • C. Add a mashup service in Agent Desktop.
  • D. Add the phone channel to the live interaction widget.

Answer: B,D

Explanation:
To enable the phone channel in Agent Desktop:
* Integrate with a CTI provider (D): SAP Service Cloud requires third-party CTI integration (e.g., Genesys, Cisco) for telephony functions.
* Add the phone channel to the live interaction widget (C): Configure the widget in Agent Desktop to include phone capabilities.
* API token credentials (A) are part of CTI provider setup but not direct admin steps in Service Cloud.
* Mashup services (B) are used for embedding external apps, not phone channel activation.
References:
* SAP Help Portal: Configuring the Phone Channel
* SAP Documentation: CTI Integration Guide


NEW QUESTION # 53
Which of the following elements are mandatory to create a new product? Note: There are 2 correct answers to this question.

  • A. Price
  • B. Unit of measure
  • C. Product group
  • D. Sales area data

Answer: B,C

Explanation:
To create a New product in SAP Service Cloud Version 2, you need to specify the product group and the unit of measure as mandatory elements. The product group defines the category of the product and the unit of measure defines the quantity of the product. Sales area data and price are optional elements that can be added later or maintained in other systems. References = Solution Guide for SAP Service Cloud Version 2, page 88,
[Create Products | SAP Help Portal]


NEW QUESTION # 54
How can service agents create cases? Note: There are 2 correct answers to this question.

  • A. In the case worklist, Create button (+) and select Case.
  • B. In the Account General facet, Create button (+) and select Case.
  • C. In Agent Desktop, click the Create button (+) and select Case.
  • D. In the Related Service Object facet of registered products, Create button (+) and select Case.

Answer: C,D

Explanation:
Service agents in SAP Service Cloud Version 2 can create cases directly from the Agent Desktop by clicking the Create button and selecting Case. This method provides a quick and straightforward way to initiate a new case while working within the Agent Desktop environment. Additionally, cases can be created from the Related Service Object facet of registered products. When viewing the details of a registered product, agents can use the Create button within this facet to initiate a case related to that specific product, ensuring the case is automatically linked to the relevant product record.


NEW QUESTION # 55
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