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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 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 3
- 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 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
- 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 6
- 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 7
- 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.
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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q65-Q70):
NEW QUESTION # 65
Which configuration can you use to trigger a warning message based on custom logic?
- A. Create a page layout
- B. Create an autoflow
- C. Create a validation
- D. Create a determination
Answer: C
NEW QUESTION # 66
To which objects can you assign employees in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Accounts
- B. Response templates
- C. Service levels
- D. Registered products
Answer: A,D
NEW QUESTION # 67
What are the prerequisites for integrating external systems into Agent Desktop? Note: There are 2 correct answers to this question.
- A. SAP Event Mesh
- B. SAP Build Apps
- C. SAP Cloud Integration
- D. Machine learning
Answer: B,C
NEW QUESTION # 68
Which of the following actions can be configured for autoflow? Note: There are 3 correct answers to this question.
- A. Send event e-mail template
- B. Send info notifications
- C. Send e-mails
- D. Send object update
- E. Send event notifications
Answer: B,C,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 # 69
What steps must the administrator perform to give service agents access to knowledge base articles? Note: There are 2 correct answers to this question.
- A. Set up knowledge base articles in SAP Service Cloud Version 2.
- B. Configure the relevant integration flow.
- C. Obtain API token credentials from the knowledge base provider.
- D. Maintain the knowledge base provider settings in SAP Service Cloud Version 2.
Answer: B,D
Explanation:
To enable knowledge base access:
* Configure integration flow (A): Establish connectivity between SAP Service Cloud and the knowledge base system (e.g., SAP Knowledge Base).
* Maintain provider settings (C): Define endpoints, authentication, and search parameters in SAP Service Cloud.
* API tokens (B) are part of provider-specific configurations but not standalone steps.
* Articles (D) are maintained in the external knowledge base, not directly in Service Cloud.
References:
* SAP Help Portal: Knowledge Base Integration
* SAP Documentation: Configuring Knowledge Base Providers
NEW QUESTION # 70
......
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