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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

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 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

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

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

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 (Q66-Q71):

NEW QUESTION # 66
Which of the following account types can be used in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Individual customers
B. Groups
C. Channel partners
D. Contacts

Answer: A,D

Explanation:
In SAP Service Cloud Version 2, there are three types of account to choose from: business or company customer (referred to as Account), individual customer, and contact. Contacts are associated with accounts and can have different roles, such as decision maker, influencer, or end user. Individual customers are accounts that represent a single person, such as a consumer or a sole proprietor. Channel partners are not a separate account type, but a role that can be assigned to an account. Groups are not an account type, but a way to organize accounts into categories, such as industry, region, or segment. References = Creating Customer Account Master Data, SAP Service Cloud Version 2 Feature Scope Description

NEW QUESTION # 67
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. Create an incident
C. Report an issue via case
D. Implement the provided hotfix number

Answer: B

NEW QUESTION # 68
You are an administrator and want different user groups to have different fields access in the UI in SAP Service Cloud Version 2. Which functionalities would you use to enable this? Note: There are 2 correct answers to this question.

A. Auto flow
B. Adaptation
C. Page layout
D. Language adaptation

Answer: B,C

Explanation:
To enable different user groups to have different fields access in the UI in SAP Service Cloud Version 2, you would use the page layout and adaptation functionalities. Page layout allows you to create and assign different layouts for different user groups, which can include or exclude certain fields, sections, and tabs1. Adaptation allows you to make changes to the UI elements, such as labels, visibility, and order, in the adaptation mode2. References = Manage Page Layouts, Adaptation Mode

NEW QUESTION # 69
What can you do with Agent Desktop in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Create installed bases.
B. Assign products to existing accounts.
C. Create accounts and contacts.
D. Use a mashup to execute transactions in other SAP solutions.

Answer: C,D

Explanation:
According to the SAP Service Cloud Version 2 documents and learning resources, you can do the following things with Agent Desktop in SAP Service Cloud Version 2:
* Create accounts and contacts. Agent Desktop allows you to create and maintain master data for accounts and contacts, which are essential for managing customer relationships and service requests.
You can also view and edit the account hierarchy, the contact roles, and the communication preferences of the accounts and contacts.
* Use a mashup to execute transactions in other SAP solutions. Agent Desktop enables you to integrate with other SAP solutions, such as SAP S/4HANA Service, SAP Field Service Management, or SAP Marketing Cloud, by using mashups. Mashups are web pages that are embedded in the Agent Desktop and can pass input parameters from the service objects, such as cases, tickets, or registered products, to the external solutions. You can use mashups to perform actions in the external solutions, such as creating a service order, scheduling a service appointment, or launching a marketing campaign, without leaving the Agent Desktop.
The other options are not correct because:
* Creating installed bases is not possible with Agent Desktop in SAP Service Cloud Version 2. Installed bases are collections of products that are installed at a customer site and require service or maintenance.
Installed bases are created and managed in the Installed Base work center, which is not part of the Agent Desktop.
* Assigning products to existing accounts is not possible with Agent Desktop in SAP Service Cloud Version 2. Products are items that are sold or serviced by your company, and they can be assigned to accounts or contacts as attributes. Products are assigned and maintained in the Products work center, which is not part of the Agent Desktop. References = Introducing Agent Desktop in SAP Service Cloud Version 2, Using Agent Desktop with SAP Service Cloud, Description SAP Service Cloud Version 2 Feature Scope, Agent Console Add-On for SAP Service Cloud Agent Desktop in SAP Service Cloud Version 2 is a versatile tool that enables service agents to perform a variety of tasks efficiently. Among its capabilities, creating accounts and contacts directly from the interface stands out as a fundamental feature, allowing agents to manage customer information seamlessly.
Additionally, the Agent Desktop supports the use of mashups, which are integrations with external applications or web content. These mashups enable agents to execute transactions or access data in other SAP solutions without leaving the Agent Desktop environment, thereby enhancing productivity and providing a unified user experience

NEW QUESTION # 70
What can you do with Microsoft Teams integration? Note: There are 3 correct answers to this question.

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

Answer: A,B,E

NEW QUESTION # 71
......

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