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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

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 3

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 4

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 5

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.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q72-Q77):

NEW QUESTION # 72
You cannot access cases in SAP Service Cloud Version 2. What could be the reason?

A. Access to the Case app is NOT enabled for the business user.
B. The employee is not assigned to the correct business role.
C. Access rights are directly assigned to the business user.
D. Access rights for cases are limited to read access.

Answer: A,B

Explanation:
You cannot access cases in SAP Service Cloud Version 2 if you do not have the appropriate access rights or permissions. There are two possible reasons for this: either access to the Case app is not enabled for the business user, or the employee is not assigned to the correct business role. Access to the Case app is enabled by adding the Case work center and the relevant work center views to the business role assigned to the business user. The business role defines the functional scope and access rights of the user for specific tasks and operations. If the business user does not have the Case work center or the necessary work center views in their business role, they will not be able to access cases in SAP Service Cloud Version 2. Alternatively, the employee may have the Case work center and work center views in their business role, but they may not be assigned to the correct business role in the first place. The business role assignment is done in the Employee work center, where the administrator can assign one or more business roles to each employee. If the employee is not assigned to the business role that has the Case work center and work center views, they will not be able to access cases in SAP Service Cloud Version 2. References = Creating Business Roles, section "How to Add a Work Center to a Business Role" and "How to Add a Work Center View to a Business Role"; Assigning Business Roles to Employees, section "How to Assign a Business Role to an Employee"

NEW QUESTION # 73
Which attribute can you assign to a warranty?

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

Answer: C

Explanation:
Warranties in SAP Service Cloud can be assigned non-covered categories (C), which define service categories excluded from warranty coverage.
* Dates (A) and duration (B) are inherent properties of warranties but are not "assigned" as attributes.
* Registered products (D) are linked to warranties but are not attributes of the warranty itself.
References:
* SAP Help Portal: Warranty Management
* SAP Documentation: Configuring Warranty Attributes

NEW QUESTION # 74
What can the categories in the service catalog be used for? Note: There are 3 correct answers to this question.

A. Business role assignment
B. Case responsibility determination
C. Service level determination
D. A filter option for the case summary
E. To control validity of the service catalog

Answer: B,C,D

Explanation:
The categories in the service catalog can be used for service level determination, a filter option for the case summary, and case responsibility determination. Service level determination is the process of assigning a service level agreement (SLA) to a case based on the category and other attributes. A filter option for the case summary allows the user to view cases by category or subcategory. Case responsibility determination is the process of assigning a case to a service agent or a service team based on the category and other criteria. References = Configuring Categories, Creating the Statuses for Cases, Service Categorization with Machine Learning

NEW QUESTION # 75
How can you adapt the status schema of a case type? Note: There are 2 correct answers to this question.

A. Create a new version of a status schema.
B. Add or remove statuses in the existing status schema.
C. Copy an existing status schema.
D. Change the existing status schema.

Answer: A,B

NEW QUESTION # 76
Which capability ensures service agents send e-mail responses with the correct corporate branding?

A. Workflow rules
B. E-mail templates
C. Autoflow
D. Determination rules

Answer: B

NEW QUESTION # 77
......

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