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SAP C_C4H56I_34 Exam Syllabus Topics:

TopicDetails
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 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 5
  • 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.
Topic 6
  • 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.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q77-Q82):

NEW QUESTION # 77
Which of the following services can be activated in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

  • A. Templates
  • B. Live activity configuration
  • C. Agent Desktop
  • D. Initial user

Answer: B,C

Explanation:
Activable services in SAP Service Cloud include:
* Agent Desktop (B): The primary interface for agents to manage cases, communications, and customer data.
* Live Activity Configuration (A): Enables real-time customer interaction features (e.g., chat, co- browsing).
Why other options are incorrect:
* C. Initial User: Part of system setup, not a "service."
* D. Templates: Predefined configurations, not activable services.
References:
* SAP Service Cloud Administration Guide: "Activating Standard Services".
* SAP Launchpad: "Service Activation for Agent Desktop and Live Features."


NEW QUESTION # 78
You want to assign employees to multiple organizational units. Which action needs to be performed to achieve this?

  • A. Enable the Primary flag in the organization unit.
  • B. Acquire an additional license for the required add-on.
  • C. Assign the employee at company level.
  • D. Assign employees directly to different organizational objects.

Answer: D

Explanation:
To assign employees to multiple organizational units, you need to assign them directly to different organizational objects. This can be done by creating positions that incorporate the organizational units and then assigning the employees to those positions. The Primary flag in the organization unit is used to indicate the main organizational unit for an employee or a manager, but it does not prevent them from being assigned to other organizational units. Acquiring an additional license for the required add-on is not relevant for this scenario. Assigning the employee at company level is not sufficient to assign them to multiple organizational units, as the company level is the root of the organizational structure and does not reflect the specific functions or teams of the employees. References = Setting Up a Service Organization, Create an Org Unit


NEW QUESTION # 79
Which configuration can you use to trigger a warning message based on custom logic?

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

Answer: D

Explanation:
A validation is a type of custom logic that enables you to generate error or warning messages in the system based on specific conditions. You can create a validation using the Custom Logic app and write your custom code using ABAP for key users. You can also test your validation using predefined test variants. For example, you can create a validation that triggers a warning message if the priority of a case is high and the due date is more than 10 days away. References = Working with Validations in the Service Cloud V2 Using Code Blocks; Custom Logic


NEW QUESTION # 80
Which of the following are required to grant business user access? Note: There are 2 correct answers to this question.

  • A. User ID
  • B. Employee
  • C. Assignment to an organizational unit
  • D. Access restriction

Answer: A,C

Explanation:
To grant business user access in SAP Service Cloud:
* User ID (A): A unique identifier required for system authentication.
* Assignment to an Organizational Unit (D): Defines the user's scope of access within the organizational hierarchy.
Why other options are incorrect:
* B. Access Restriction: Governs data visibility but is not a prerequisite for access.
* C. Employee: While linking a user to an employee record is standard, it is not strictly mandatory for access (depends on configuration).
References:
* SAP Security Guide: "User Management".


NEW QUESTION # 81
What functionality can be enabled to assist agents with case resolution?

  • A. Integrate Microsoft Teams.
  • B. Configure templates for responses.
  • C. Integrate a knowledge base.
  • D. Create and assign surveys to the case.

Answer: C


NEW QUESTION # 82
......

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