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SAP C_C4H56I_34 Exam Syllabus Topics:

Topic
Details

Topic 1

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 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

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 4

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 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

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 7

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.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q56-Q61):

NEW QUESTION # 56
Which services can be added to a business role? Note: There are 2 correct answers to this question.

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

Answer: A,C

NEW QUESTION # 57
Which elements can be used to determine the reaction time in Service Level Agreements? Note:
There are 2 correct answers to this question.

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

Answer: B,D

Explanation:
In determining the reaction time for Service Level Agreements (SLAs) within SAP Service Cloud Version 2,
"Priority" and "Case types" are key elements. The priority assigned to a case can directly influence the reaction time, with higher priority cases typically requiring faster response times. Case types also play a crucial role, as different types of cases may have varying levels of urgency and complexity, which can affect the expected reaction time. These elements help in setting appropriate response expectations and ensuring that cases are handled according to their significance and requirements.

NEW QUESTION # 58
Which actions could you take to control the reaction times of a case? Note: There are 3 correct answers to this question.

A. Adjust the SLA.
B. Assign a different team to the case.
C. Change the priority.
D. Escalate the case.
E. Assign a territory to the case.

Answer: A,C,D

NEW QUESTION # 59
What are the prerequisites for integrating external systems into Agent Desktop? Note: There are 2 correct answers to this question.

A. SAP Cloud Integration
B. SAP Event Mesh
C. Machine learning
D. SAP Build Apps

Answer: A,B

Explanation:
To integrate external systems into Agent Desktop, you need to have SAP Event Mesh and SAP Cloud Integration as prerequisites. SAP Event Mesh is a cloud-based event bus that enables applications to communicate with each other using events. SAP Cloud Integration is a cloud-based integration platform that allows you to connect your applications with other SAP and non-SAP cloud and on-premise applications.
These components enable you to create mashups that integrate external system functions into Agent Desktop, such as creating service orders and service quotations in SAP S/4HANA or SAP S/4HANA Cloud Service Management. References = Integrate External SAP Systems into Agent Desktop with Mashups | SAP Help Portal, Introducing Agent Desktop in SAP Service Cloud Version 2 - openSAP Microlearning

NEW QUESTION # 60
Which milestone can you use for service levels?

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

Answer: D

Explanation:
For service levels in SAP Service Cloud Version 2, the "Initial review date" is a significant milestone that can be used to track and manage service commitments. This milestone marks the scheduled date for an initial evaluation or review of the service provided, ensuring that service level agreements (SLAs) are being met and that any issues are identified and addressed in a timely manner. This helps in maintaining high service standards and customer satisfaction.

NEW QUESTION # 61
......

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