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New SAP Certified Application Associate - SAP Service Cloud Version 2 Actual Test - C-C4H56I-34 Updated Torrent & SAP Certified Application Associate - SAP Service Cloud Version 2 Practice Pdf

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SAP C-C4H56I-34 Exam Syllabus Topics:

Topic
Details

Topic 1

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 2

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 3

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 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

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 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 user types are available within SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Technical
B. Administration
C. Business
D. Development

Answer: B,C

Explanation:
In SAP Service Cloud Version 2, the primary user types are:
* Business (A): Standard users (e.g., agents, managers) who perform daily operational tasks like case management.
* Administration (B): Users with system configuration and administrative privileges (e.g., configuring workflows, roles, and settings).
Why other options are incorrect:
* C. Technical: Not a predefined user type in SAP Service Cloud.
* D. Development: Refers to roles in app-building tools (e.g., SAP Build), not within Service Cloud user types.
References:
* SAP Service Cloud Administration Guide: "User Types and Permissions".

NEW QUESTION # 22
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. Unrestricted
C. No access
D. Restricted
E. Define specific restriction

Answer: B,C,D

NEW QUESTION # 23
Which of the following apply when accessing a new SAP Service Cloud Version 2 tenant? Note: There are 2 correct answers to this question.

A. The business settings will need to be activated for the tenant.
B. The customer will need to provision new tenants through SAP for Me.
C. The administrator must create an initial user in order to log in to the tenant for the first time.
D. Any test tenant needs to be purchased separately.

Answer: A,B

Explanation:
Option C is correct because the customer will need to provision new tenants through SAP for Me, which is a self-service portal that provides access to SAP products, services, and support12.
Option D is correct because the business settings will need to be activated for the tenant, which enables the tenant to use the features and functions of SAP Service Cloud Version 23.
Option A is incorrect because the administrator does not need to create an initial user in order to log in to the tenant for the first time. The initial user is created automatically by SAP and the credentials are sent to the customer via email3.
Option B is incorrect because any test tenant does not need to be purchased separately. The customer can choose to purchase a test tenant along with the production tenant, or request a test tenant later through SAP for Me2. References = Defining the Scope - SAP Learning Solution Guide for SAP Service Cloud Version 2 Version 2 Onboarding Guide for SAP Service Cloud Set Up Guide for SAP Service Cloud Version 2 - SAP Online Help

NEW QUESTION # 24
What can you do with Microsoft Teams integration? Note: There are 3 correct answers to this question.

A. Create appointments.
B. Hand over cases.
C. Share workspaces.
D. Make outbound calls.
E. Send e-mails to customers.

Answer: A,B,C

Explanation:
Microsoft Teams integration in SAP Service Cloud enables:
* Sharing workspaces (A) for collaborative case resolution.
* Handing over cases (B) to other agents via Teams.
* Creating appointments (C) in Teams calendars linked to case timelines.
* Sending emails (D) and outbound calls (E) are handled via Service Cloud tools, not Teams integration.
References:
* SAP Help Portal: Microsoft Teams Integration
* SAP Documentation: Collaboration with Teams

NEW QUESTION # 25
Which of the following describe how access restrictions are governed in SAP Service Cloud Version2?

A. If the access rights are contradictory, the system automatically grants no access.
B. Restricted access rights override any unrestricted access you have defined.
C. You can decide if access rights override any restrictions you have defined.
D. Unrestricted access rights override any restrictions you have defined.

Answer: D

Explanation:
In SAP Service Cloud Version 2, access restrictions are governed by a set of rules thatdetermine user permissions and access levels. When there is a conflict between access rights, "Unrestricted access rights override any restrictions you have defined." This means that if a user is granted unrestricted access rights in one area, these rights will take precedence over any other specific restrictions that might have been set, ensuring that users retain access to critical functions and information necessary for their roles.

NEW QUESTION # 26
......

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