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SAP C_C4H56I_34 Exam Syllabus Topics:

Topic
Details

Topic 1

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 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

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

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

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

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 (Q81-Q86):

NEW QUESTION # 81
Which of the following elements are mandatory to create a new product? Note: There are 2 correct Answers to this question.

A. Unit of measure
B. Price
C. Product group
D. Sales area data

Answer: A,C

NEW QUESTION # 82
You are setting up an organizational structure for a new implementation. Which of the following is possible while performing this task?

A. Make sure an organizational node can only be set up with a replication process from the back end.
B. Use the Reporting Line function for selection.
C. Assign an employee to several organizational units.
D. Make sure that each organizational unit can have only one function at a time.

Answer: C

NEW QUESTION # 83
Which of the following apply when accessing a new SAP Service Cloud Version 2 tenant? Note: There are 2 correct answers to this question.

A. The administrator must create an initial user in order to log in to the tenant for the first time.
B. Any test tenant needs to be purchased separately.
C. The customer will need to provision new tenants through SAP for Me.
D. The business settings will need to be activated for the tenant.

Answer: C,D

Explanation:
* Option C is correct because the customer will need to provision new tenants through SAP for Me, which is a self-service portal that provides access to SAP products, services, and support12.
* Option D is correct because the business settings will need to be activated for the tenant, which enables the tenant to use the features and functions of SAP Service Cloud Version 23.
* Option A is incorrect because the administrator does not need to create an initial user in order to log in to the tenant for the first time. The initial user is created automatically by SAP and the credentials are sent to the customer via email3.
* Option B is incorrect because any test tenant does not need to be purchased separately. The customer can choose to purchase a test tenant along with the production tenant, or request a test tenant later through SAP for Me2. References =
* Defining the Scope - SAP Learning
* Solution Guide for SAP Service Cloud Version 2
* Version 2 Onboarding Guide for SAP Service Cloud
* Set Up Guide for SAP Service Cloud Version 2 - SAP Online Help

NEW QUESTION # 84
Which of the following parameters can be maintained by the administrator when configuring a new e-mail channel? Note: There are 3 correct answers to this question.

A. Mashup service
B. Case type
C. Default account
D. Channel type
E. Channel e-mail ID

Answer: B,C,D

NEW QUESTION # 85
Which attribute can you assign to a warranty?

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

Answer: A

NEW QUESTION # 86
......

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