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SAP C_C4H56I_34 Exam Syllabus Topics:

Topic	Details
Topic 1	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 2	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 3	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 4	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 5	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 (Q20-Q25):

NEW QUESTION # 20
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. Create accounts and contacts.
C. Assign products to existing accounts.
D. Use a mashup to execute transactions in other SAP solutions.

Answer: B,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 # 21
You have created and activated a new case type, but you forgot to assign a service catalog to it. How can you assign a service catalog to your new case type?

A. It is not possible to change an existing Case Type, so deactivate it and create a new one.
B. Deactivate the Case Type, assign the Service Catalog, save, and activate it again.
C. Delete the Case Type and create a new Case Type with the required Service Catalog assigned to it.
D. Execute the Create New Version action from the existing Case Type, then enter the Service Catalog and activate the new version.

Answer: D

Explanation:
In SAP Service Cloud Version 2, when a new case type is created and activated without assigning a service catalog, the recommended approach to address this oversight is to utilize the "Create New Version" action.
This action allows administrators to create a new iteration of the existing case type, wherein the necessary service catalog can be assigned. Following the assignment of the service catalog, this new version of the case type can then be activated, effectively updating the case type configuration to include the previously omitted service catalog. This process ensures that the case type is correctly configured with all required components, including the service catalog, without the need to deactivate or delete the original case type

NEW QUESTION # 22
What is the only way to change an active case type?

A. Execute the Create New Version action.
B. Edit the name of the existing case type.
C. Copy an existing case type.
D. It is not possible to change an existing case type.

Answer: A

Explanation:
Existing Cases can be changed, but only by executing the action "Create New Version" from the existing Case Type that has to be modified. For example, if after creating a new Case Type, the Administrator realizes that the Service Catalog is missing, they will have to execute the action Create New Version from the existing Case Type, then enter the service catalog and activate the new version. References = Creating a Case Type

NEW QUESTION # 23
WWhich of the following are mandatory to maintain when you want to create a new business user?
Note: There are 2 correct answers to this question.

A. E-mail
B. Business role
C. Employee
D. Organization

Answer: B,C

Explanation:
When creating a new business user in SAP Service Cloud Version 2, it is mandatory to maintain certain key elements. "Employee" information is crucial as it links the user account to an individual's employee record within the organization, providing context and defining the user's position and role within the company.
Additionally, assigning a "Business role" is essential as it determines the access levels, permissions, and functionalities available to the user based on their responsibilities and tasks within the organization.

NEW QUESTION # 24
Which of the following configuration activities are part of SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Maintain case types
B. Set up deals
C. Set scoping attributes
D. Set up Agent Desktop

Answer: A,C

NEW QUESTION # 25
......

The SAP Certified Application Associate - SAP Service Cloud Version 2 exam is one of the most valuable certification exams. The SAP SAP Certified Application Associate - SAP Service Cloud Version 2 exam opens a door for beginners or experienced ActualCollection professionals to enhance in-demand skills and gain knowledge. C_C4H56I_34 Exam credential is proof of candidates' expertise and knowledge. After getting success in the SAP SAP Certified Application Associate - SAP Service Cloud Version 2 exam, candidates can put their careers on the fast route and achieve their goals in a short period of time.

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