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SAP C_C4H56I_34 Exam Syllabus Topics:

Topic
Details

Topic 1

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 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

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

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 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

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 7

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.

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q21-Q26):

NEW QUESTION # 21
Which of the following blocks are available in the validation editor? Note: There are 2 correct answers to this question.

A. Message
B. Condition
C. Workflow
D. Action

Answer: A,B

Explanation:
The validation editor is a tool that allows you to create custom logic to validate data and display error or warning messages based on certain conditions. The validation editor has four types of blocks: Message, Condition, Action, and Workflow. However, only the Message and Condition blocks are available for creating validations. The other two blocks are used for creating determinations, which are different from validations.
The Message block is used to define the type, text, and severity of the message that will be displayed to the user when the validation is triggered. You can choose between Error, Warning, or Information messages, and customize the message text according to your needs. The severity of the message determines whether the user can proceed with the save action or not. For example, an Error message will prevent the user from saving the data, while a Warning message will allow the user to save the data with a confirmation.
The Condition block is used to specify the criteria that will trigger the validation. You can use various operators and expressions to define complex conditions based on the data in the fields. You can also use logical connectors such as AND, OR, and NOT to combinemultiple conditions. For example, you can create a condition that checks if the status of a case is Closed and the resolution is empty, and then display an error message to the user.
References = Creating Block Based Validation in SAP Service Cloud Version 2, Working with Validations in the Service Cloud V2 Using Code Blocks, Solution Guide for SAP Service Cloud Version 2

NEW QUESTION # 22
Where can you find existing cases in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. In the case worklist by choosing the Case app from the menu
B. In the cases settings view
C. In the My Cases Summary card available in the home page
D. In the product page

Answer: A,C

Explanation:
You can find existing cases in SAP Service Cloud Version 2 in two ways:
In the My Cases Summary card available in the home page. This card shows you the number of cases assigned to you, grouped by priority and status. You can click on any of the numbers to open a list of the corresponding cases. You can also click on the View All button to see all your cases in a table view.
In the case worklist by choosing the Case app from the menu. This app allows you to view, filter, sort, and search for cases based on various criteria. You can also create new cases, edit existing cases, and perform actions on cases from this app. References = Solution Guide for SAP Service Cloud Version 2, section Cases.

NEW QUESTION # 23
Which attribute can you assign to a warranty?

A. Non-covered categories
B. Duration
C. Registered products
D. Dates

Answer: B

NEW QUESTION # 24
Where can the administrator configure which event types must be visible in the timeline of the Customer Hub screen?

A. In the Customer Hub screen configuration
B. In the general configuration of Agent Desktop
C. The event types are enabled by default and cannot be changed.
D. In the timeline configuration

Answer: D

NEW QUESTION # 25
Which field can be used to determine Service Level Agreements?

A. Event in case
B. Reading value of a registered product
C. Custom field
D. Account role

Answer: C

Explanation:
You can use a custom field to determine Service Level Agreements (SLAs) in SAP Service Cloud Version 2.
A custom field is a user-defined field that can be added to various objects, such as accounts, cases, products, or service levels. You can use custom fields to store additional information that is not available in the standard fields. You can also use custom fields as criteria for SLA determination, by creating rules based on the values of the custom fields. For example, you can create a custom field called "Customer Type" and assign different values to it, such as "VIP", "Regular", or "New". Then, you can create rules that assign different SLAs based on the customer type. This way, you can customize the SLAs according to your business needs and customer preferences. References = Configuring Service Levels, section Maintain Rules for SLA Determination; Creating Custom Fields, section Create Custom Fields.

NEW QUESTION # 26
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