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SAP C_C4H56I_34 Exam Syllabus Topics:

Topic	Details
Topic 1	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 2	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 3	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 4	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 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.

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

NEW QUESTION # 77
How can service agents create cases? Note: There are 2 correct answers to this question.

A. In the Account General facet, Create button (+) and select Case.
B. In the case worklist, 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 # 78
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 Related Service Object facet of registered products, Create button (+) and select Case.
C. In Agent Desktop, click the Create button (+) and select Case.
D. In the Account General facet, Create button (+) and select Case.

Answer: B,D

NEW QUESTION # 79
Which of the following steps are required to set up SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Log in with initial user
B. Create business role
C. Assign employee to organizational units
D. Create organizational structure

Answer: C,D

Explanation:
Setting up SAP Service Cloud Version 2 involves several critical steps to ensure the system is configured correctly for organizational needs. One of the essential steps is "Assigning employees to organizational units," which involves mapping employees to specific divisions, departments, or groups within the organization. This step is crucial for defining roles, responsibilities, and reporting structures. Another fundamental step is
"Creating an organizational structure," which lays the foundation for the system's operational framework. This structure defines the hierarchical arrangement of lines of authority, communications, rights, and duties of an organization. It is vital for establishing clear governance, operational efficiency, and effective management of the SAP Service Cloud environment.

NEW QUESTION # 80
Which access restriction types are available in SAP Service Cloud Version 2? Note: There are 3 correct answers to this question.

A. Full access
B. No access
C. Define specific restriction
D. Unrestricted
E. Restricted

Answer: C,D,E

Explanation:
Access restriction types are used to define the level of access that a business role has for a business service.
There are three access restriction types available in SAP Service Cloud Version 2:
Unrestricted: This means that the business role has full access to all the data related to the business service, regardless of the ownership or the organizational unit.
Define specific restriction: This means that the business role has access to the data related to the business service based on certain criteria, such as the employee responsible, the territory, the account team, or the service organization. You can define the specific restriction rules for each business service in the business role details.
Restricted: This means that the business role has no access to the data related to the business service.
The business service is not visible or editable for the business role. References = Set Up Guide for SAP Service Cloud Version 2, page 10; Solution Guide for SAP Service Cloud Version 2, page 11

NEW QUESTION # 81
For which objects can you utilize categories in service catalogs? Note: There are 2 correct answers to this question.

A. Registered products
B. Cases
C. Tasks
D. Phone calls

Answer: A,B

Explanation:
In SAP Service Cloud Version 2, you use categories to capture and organize the services that your company wants to offer to create a hierarchical structure called a catalog. SAP Service Cloud Version 2 also uses the service categories that you create as attributes for Cases and Registered Products, meaning that you can have the system automatically match and direct incoming service requests (Cases) to the specific services in your catalog and supporting service teams. You can also maintain the service category determinations of Cases and Registered Products currently in process. References = Configuring Categories, Solution Guide for SAP Service Cloud Version 2

NEW QUESTION # 82
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