SAP C_C4H56I_34 Fragen und Antworten, SAP Certified Application Associate - SAP Service Cloud Version 2 Prüfungsfragen

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Thema	Einzelheiten
Thema 1	Basic Setup: In this topic, SAP Consultants gain insights into establishing the foundation of the SAP Service Cloud environment. It encompasses configuring integration settings with SAP and non-SAP systems, enabling seamless connectivity, and customizing the user interface for usability and branding.
Thema 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.
Thema 3	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.
Thema 4	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.
Thema 5	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.
Thema 6	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.
Thema 7	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.

SAP Certified Application Associate - SAP Service Cloud Version 2 C_C4H56I_34 Prüfungsfragen mit Lösungen (Q36-Q41):

36. Frage
Which elements are used to calculate the due dates defined in Service Level Agreements? Note:
There are 2 correct answers to this question.

A. Maintenance plan
B. Operating hours
C. Working calendar
D. Service contract

Antwort: B,C

Begründung:
The due dates defined in Service Level Agreements are calculated based on the following elements:
Working calendar: This is a calendar that defines the working days and hours for a specific country or region. It also includes the public holidays and other non-working days for that location. The working calendar is used to determine the actual duration of a service level objective, excluding the non-working time12.
Operating hours: This is a time interval that defines the availability of a service team or an individual employee. It specifies the start and end time of the working hours for each dayof the week. The operating hours are used to determine the actual response time of a service level objective, excluding the time when the service team or employee is not available3 .
The service contract and the maintenance plan are not elements that are used to calculate the due dates defined in Service Level Agreements. The service contract is an agreement between a service provider and a customer that defines the scope, terms, and conditions of the service delivery. The maintenance plan is a schedule that defines the frequency and type of maintenance activities for an installed base object.
References = 1: Working Calendar - SAP Online Help, 2: Configuring a Service Level Agreement - SAP Learning, 3: Operating Hours - SAP Online Help, : [Using Service Level Agreements - SAP Learning], :
[Service Contract - SAP Online Help], : [Maintenance Plan - SAP Online Help]

37. Frage
Which actions are necessary to use installed bases in cases? Note: There are 2 correct answers to this question.

A. The installed base must be set to active status.
B. An active service contract must be added to the installed base.
C. At least one registered product must be assigned to the installed base.
D. A customer needs to be assigned to the installed base.

Antwort: A,D

38. Frage
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 event notifications
C. Send event e-mail template
D. Send e-mails
E. Send info notifications

Antwort: B,D,E

Begründung:
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.

39. Frage
Which of the following apply when accessing a new SAP Service Cloud Version 2 tenant? Note: There are 2 correct answers to this question.

A. The business settings will need to be activated for the tenant.
B. The administrator must create an initial user in order to log in to the tenant for the first time.
C. The customer will need to provision new tenants through SAP for Me.
D. Any test tenant needs to be purchased separately.

Antwort: B,C

40. Frage
Which of the following are mandatory attributes when creating a case? Note: There are 2 correct answers to this question.

A. Installed base
B. Case type
C. Status
D. Subject

Antwort: B,D

Begründung:
When creating a case, mandatory attributes include:
* Case type (D): Defines the process, fields, and workflows for the case.
* Subject (C): A brief description of the case's purpose.
* Status (B) is typically auto-populated (e.g., "Open") but can be configured as mandatory.
* Installed base (A) is optional unless tied to specific service scenarios.
References:
* SAP Help Portal: Case Management Configuration
* SAP Documentation: Mandatory Case Attributes

41. Frage
......

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SAP C_C4H56I_34 Fragen und Antworten, SAP Certified Application Associate - SAP Service Cloud Version 2 Prüfungsfragen

C_C4H56I_34 Praxisprüfung, C_C4H56I_34 Prüfungsfragen

SAP C_C4H56I_34 Prüfungsplan:

SAP Certified Application Associate - SAP Service Cloud Version 2 C_C4H56I_34 Prüfungsfragen mit Lösungen (Q36-Q41):

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