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C-C4H56I-34 Valid Test Experience - C-C4H56I-34 Test Passing Score

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SAP C-C4H56I-34 Exam Syllabus Topics:

Topic
Details

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

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 3

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 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

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

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.

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q20-Q25):

NEW QUESTION # 20
Which of the following standard charts are available in the All Cases worklist? Note: There are 3 correct answers to this question.

A. Cases by SLA
B. Cases by Service Team
C. Cases by Source/Channel
D. Cases by Priority
E. Cases by Category

Answer: A,D,E

Explanation:
Standard charts in the All Cases worklist include:
* Cases by Priority (B): Visualizes case distribution by urgency levels.
* Cases by Category (C): Groups cases based on their service type or issue category.
* Cases by SLA (D): Tracks compliance with service level agreements.
Why other options are incorrect:
* A. Cases by Source/Channel: Not a default chart (may require customization).
* E. Cases by Service Team: Typically configured via custom reporting.
References:
* SAP Service Cloud User Guide: "Standard Analytics in Case Worklist".

NEW QUESTION # 21
Which configuration steps are mandatory to link customer e-mails with cases? Note: There are 2 correct answers to this question.

A. Set up a rule to route the e-mail to the tenant's technical e-mail address.
B. Create a case routing rule.
C. Maintain and activate at least one e-mail channel.
D. Assign the team responsible for handling cases.

Answer: B,C

NEW QUESTION # 22
Which milestone can you use for service levels?

A. Status
B. Initial review date
C. Created-on date
D. Warranty validity

Answer: B

NEW QUESTION # 23
Which of the following are required to grant business user access? Note: There are 2 correct answers to this question.

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

Answer: B,D

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 # 24
Which elements can be used to determine the reaction time in Service Level Agreements? Note:
There are 2 correct answers to this question.

A. Case types
B. Maintenance plan
C. Priority
D. Sales contract

Answer: A,C

NEW QUESTION # 25
......

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