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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

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 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

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 5

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 6

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.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q67-Q72):

NEW QUESTION # 67
Which of the following actions can be configured for autoflow? Note: There are 3 correct answers to this question.

A. Send event notifications
B. Send object update
C. Send info notifications
D. Send e-mails
E. Send event e-mail template

Answer: A,C,D

Explanation:
Autoflow is a feature that allows you to define rules that trigger actions based on certain conditions and events.
You can configure three types of actions for autoflow: send info notifications, send e-mails, and send event notifications. Send info notifications are messages that appear in the user interface of SAP Service Cloud Version 2 to inform users about the status of a process or an entity. Send e-mails are messages that are sent to external recipients, such as customers or partners, using predefined e-mail templates. Send event notifications are messages that are sent to integrated solutions, such as SAP Marketing Cloud or SAP Sales Cloud, using predefined event templates. You cannot configure autoflow to send object updates or event e-mail templates.
Object updates are changes that are made to the fields or attributes of an entity, such as a case or a service order. Event e-mail templates are e-mail templates that are used to send event notifications to integrated solutions. To configure object updates, you need to use the administration tool. To configure event e-mail templates, you need to use the event management tool. References = Solution Guide for SAP Service Cloud Version 2, section "Autoflow", page 34.

NEW QUESTION # 68
For which objects can you utilize categories in service catalogs? Note: There are 2 correct answers to this question.

A. Tasks
B. Registered products
C. Phone calls
D. Cases

Answer: B,D

Explanation:
In SAP Service Cloud Version 2, you use categories to capture and organize the services that your company wants to offer to create a hierarchical structure called a catalog. SAP Service Cloud Version 2 also uses the service categories that you create as attributes for Cases and Registered Products, meaning that you can have the system automatically match and direct incoming service requests (Cases) to the specific services in your catalog and supporting service teams. You can also maintain the service category determinations of Cases and Registered Products currently in process. References = Configuring Categories, Solution Guide for SAP Service Cloud Version 2

NEW QUESTION # 69
Where can you find existing cases in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. In the My Cases Summary card available in the home page
B. In the cases settings view
C. In the case worklist by choosing the Case app from the menu
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 # 70
Which of the following actions can be configured for autoflow? Note: There are 3 correct answers to this question.

A. Send info notifications
B. Send e-mails
C. Send event notifications
D. Send object update
E. Send event e-mail template

Answer: A,B,D

Explanation:
In Autoflow, you can configure the following actions:
* Send info notifications (A): Pop-up alerts or in-app notifications to agents.
* Send e-mails (B): Trigger emails to customers or internal stakeholders.
* Send object update (C): Modify fields or statuses of related objects (e.g., updating a case status).
* Event notifications (D) and event e-mail templates (E) are managed via workflow rules, not Autoflow.
References:
* SAP Help Portal: Autoflow Actions
* SAP Documentation: Configuring Autoflow

NEW QUESTION # 71
Which of the following objects can be displayed in the Timeline tabstrip in the Customer Hub? Note:
There are 2 correct answers to this question.

A. Installed base
B. Calls
C. Contracts
D. Cases

Answer: C,D

Explanation:
The Timeline tabstrip in the Customer Hub of SAP Service Cloud Version 2 is designed to provide a chronological view of significant interactions and milestones related to a customer. Among the various objects that can be displayed in this timeline, Cases and Contracts are pivotal. Cases represent individual customer inquiries or issues that have been logged, tracked, and resolved over time. Contracts, on the other hand, document the formal agreements between the service provider and the customer, outlining the scope of services, terms, and conditions. These elements are crucial for a comprehensive view of the customer's history, enabling service agents to deliver informed, contextual, and efficient support

NEW QUESTION # 72
......

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