SAP C-C4H56I-34 VERIFIED ANSWERS - PASS4SURE C-C4H56I-34 EXAM PREP

SAP C-C4H56I-34 Verified Answers - Pass4sure C-C4H56I-34 Exam Prep

SAP C-C4H56I-34 Verified Answers - Pass4sure C-C4H56I-34 Exam Prep

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SAP C-C4H56I-34 Exam Syllabus Topics:

TopicDetails
Topic 1
  • 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 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
  • 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 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.
Topic 5
  • 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 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.

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q75-Q80):

NEW QUESTION # 75
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. Obtain API token credentials from the knowledge base provider.
  • B. Configure the relevant integration flow.
  • C. Set up knowledge base articles in SAP Service Cloud Version 2.
  • D. Maintain the knowledge base provider settings in SAP Service Cloud Version 2.

Answer: C,D

Explanation:
To give service agents access to knowledge base articles in SAP Service Cloud Version 2, administrators need to perform specific configurations within the system. This involves maintaining the settings for the knowledge base provider, which could be an internal solution or a third-party service integrated with SAP Service Cloud.
By properly configuring these settings, the system can connect to the knowledge repository and retrieve relevant articles. Additionally, setting up the knowledge base articles within SAP Service Cloud is essential.
This setup includes defining article structures, content, and access permissions to ensure that agents can efficiently find and utilize the information to assist customers, thereby enhancing the quality and speed of service


NEW QUESTION # 76
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. Sales area data
  • D. Product group

Answer: B,D


NEW QUESTION # 77
You have configured the Service Level Agreements and their determination rules, but they are not derived in the case. Which of the following could be a reason for this? Note: There are 2 correct answers to this question.

  • A. Service Level Agreements are not activated as a service.
  • B. Service Level Agreements are not configured in fine-tuning.
  • C. A workflow rule was not scheduled to trigger the determination.
  • D. The determination rules have been configured but not activated.

Answer: A,B


NEW QUESTION # 78
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. Maintain exchange rate
  • C. Select country theme
  • D. Enable country/region

Answer: B,D

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 # 79
What can you do with Microsoft Teams integration? Note: There are 3 correct answers to this question.

  • A. Share workspaces.
  • B. Make outbound calls.
  • C. Hand over cases.
  • D. Create appointments.
  • E. Send e-mails to customers.

Answer: A,B,C

Explanation:
You can do the following things with Microsoft Teams integration in SAP Service Cloud Version 2:
Share workspaces: You can quickly create and share a workspace via MS Teams when you need support from an expert or your manager. You can share content from within agent teams and stay up to date on the latest service requests, comments, discussions, and decisions online.
Hand over cases: You can hand over cases to other agents or teams via MS Teams. You can also assign tasks and subtasks to other agents or teams and track their progress.
Make outbound calls: You can make outbound calls to customers or contacts using MS Teams. You can also record the calls and attach them to the case or contact. References = Integrating SAP Service Cloud Version 2 with MS Teams, Solution Guide for SAP Service Cloud Version 2, section Microsoft Teams Integration.


NEW QUESTION # 80
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