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Latest SAP C_C4H56I_34 Version, C_C4H56I_34 Latest Dumps Sheet

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SAP C_C4H56I_34 Exam Syllabus Topics:

Topic
Details

Topic 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.

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

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 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.

Topic 5

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 6

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 7

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.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q37-Q42):

NEW QUESTION # 37
Which services can be added to a business role? Note: There are 2 correct answers to this question.

A. Measurements
B. Maintenance plan
C. Installed base
D. Warranty

Answer: C,D

NEW QUESTION # 38
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. Create business role
B. Log in with initial user
C. Create organizational structure
D. Assign employee to organizational units

Answer: A,C

NEW QUESTION # 39
Which master data is synchronized bidirectionally between SAP S/4HANA and SAP Service Cloud Version 2?

A. Account hierarchy
B. Product
C. Employee
D. Account

Answer: D

NEW QUESTION # 40
Which configuration steps are mandatory to link customer e-mails with cases? Note: There are 2 correct answers to this question.

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

Answer: A,B

Explanation:
To link customer e-mails with cases, you need to do the following configuration steps in SAP Service Cloud Version 2:
* Maintain and activate at least one e-mail channel: You need to create an e-mail channel for each support e-mail address that you want to use to communicate with your customers. You also need to configure the settings for the e-mail channel, such as the technical e-mail address, the sender name, the sender e-mail address, and the reply-to e-mail address. You also need to verify and activate the e-mail channel, so that the incoming e-mails are forwarded from your company's e-mail server to the tenant's technical e-mail address.
* Create a case routing rule: You need to create a case routing rule for each e-mail channel, to define how the incoming e-mails are processed and assigned to cases. You can specify the criteria for the case routing rule, such as the e-mail channel, the sender e-mail address, the subject, or the body of the e- mail. You can also specify the actions for the case routing rule, such as creating a new case, updating an existing case, assigning a case type, assigning a team or a processor, or sending an auto-reply e- mail. References = Configuring Email, section Communication Channel Configuration - Email; Providing Expedited Service, section Inbound Email Linked to a Case.

NEW QUESTION # 41
What actions do you need to perform to create an incident for SAP Service Cloud Version 2? Note:
There are 2 correct answers to this question.

A. Log incident through SAP for Me
B. Activate Built-In Support
C. Create incident through Settings > Incident
D. Log incident with SAP Service Cloud user ID

Answer: A,B

NEW QUESTION # 42
......

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