PASS GUARANTEED QUIZ 2025 SAP C-C4H56I-34: HIGH PASS-RATE SAP CERTIFIED APPLICATION ASSOCIATE - SAP SERVICE CLOUD VERSION 2 LATEST DUMPS FILES

Pass Guaranteed Quiz 2025 SAP C-C4H56I-34: High Pass-Rate SAP Certified Application Associate - SAP Service Cloud Version 2 Latest Dumps Files

Pass Guaranteed Quiz 2025 SAP C-C4H56I-34: High Pass-Rate SAP Certified Application Associate - SAP Service Cloud Version 2 Latest Dumps Files

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SAP C-C4H56I-34 Exam Syllabus Topics:

TopicDetails
Topic 1
  • 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 2
  • 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 3
  • 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 4
  • 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 5
  • Service Elements: SAP Consultants delve into configuring service level agreements (SLAs) to copyright 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 (Q68-Q73):

NEW QUESTION # 68
Which of the following are mandatory attributes when creating a case? Note: There are 2 correct answers to this question.

  • A. Subject
  • B. Installed base
  • C. Status
  • D. Case type

Answer: A,D

Explanation:
When creating a case, mandatory attributes include:
* Case type (D): Defines the process, fields, and workflows for the case.
* Subject (C): A brief description of the case's purpose.
* Status (B) is typically auto-populated (e.g., "Open") but can be configured as mandatory.
* Installed base (A) is optional unless tied to specific service scenarios.
References:
* SAP Help Portal: Case Management Configuration
* SAP Documentation: Mandatory Case Attributes


NEW QUESTION # 69
Which action should an administrator take to get a system bug fixed within SAP Service Cloud

  • A. Send an e-mail to SAP Cloud Support
  • B. Implement the provided hotfix number
  • C. Report an issue via case
  • D. Create an incident

Answer: D


NEW QUESTION # 70
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. Assign employee to organizational units
  • B. Create business role
  • C. Log in with initial user
  • D. Create organizational structure

Answer: B,D

Explanation:
To set up SAP Service Cloud Version 2, the following steps are mandatory:
* Create Organizational Structure (D): Defining the organizational hierarchy (e.g., departments, teams) is foundational for structuring service processes, agent assignments, and access control.
* Create Business Role (B): Business roles determine user permissions and access to specific functionalities. This ensures compliance with security policies and role-based access control (RBAC).
Why other options are incorrect:
* A. Assign employee to organizational units: While necessary for user management, this step occurs after creating the organizational structure (D) and business roles (B).
* C. Log in with initial user: Though required to access the system, it is a prerequisite for configuration, not a "setup step" itself.
References:
* SAP Service Cloud Administration Guide: "Organizational Management" and "Business Role Configuration".
* SAP Learning Hub: "Initial Setup Tasks for SAP Service Cloud."


NEW QUESTION # 71
What steps must an administrator perform to enable the phone channel in Agent Desktop? Note:
There are 2 correct answers to this question.

  • A. Add a mashup service in Agent Desktop.
  • B. Add the phone channel to the live interaction widget.
  • C. Integrate with a third-party Computer Telephony Integrator (CTI) provider.
  • D. Obtain API token credentials from the CTI provider.

Answer: C,D

Explanation:
Option A is correct because the administrator must obtain API token credentials from the CTI provider in order to configure the phone integration in Agent Desktop1.
Option D is correct because the administrator must integrate with a third-party CTI provider in order to enable the phone channel in Agent Desktop2. SAP Service Cloud Version 2 doesnot have native CTI, so a CTI widget adapter is used to connect the CTI provider with the Agent Desktop3.
Option B is incorrect because the administrator does not need to add a mashup service in Agent Desktop to enable the phone channel. A mashup service is used to integrate external applications or web pages into the Agent Desktop, but it is not required for the phone channel.
Option C is incorrect because the administrator does not need to add the phone channel to the live interaction widget to enable the phone channel. The live interaction widget is used to display the incoming and ongoing interactions from various channels, but it does not control the activation of the phone channel. References = Configuring Phone - SAP Learning SAP Service Cloud Version 2 Integration - Sinch Agent Console Add-On for SAP Service Cloud - SAP Online Help
[Mashup Services - SAP Online Help]
[Live Interaction Widget - SAP Online Help]
Enabling the phone channel in Agent Desktop within SAP Service Cloud Version 2 requires integration with external telephony solutions to facilitate voice communication capabilities. This integration is achieved through collaboration with a Computer Telephony Integration (CTI) provider. The essential steps involve obtaining API token credentials from the chosen CTI provider, which are necessary for authenticating and establishing a secure connection between the SAP Service Cloud and the telephony system. Additionally, the integration process involves configuring the necessary settings and parameters within the Agent Desktop to ensure seamless communication flow and functionality, leveraging the capabilities and services offered by the CTI provider


NEW QUESTION # 72
Which actions could you take to control the reaction times of a case? Note: There are 3 correct answers to this question.

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

Answer: A,D,E


NEW QUESTION # 73
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