SAP C-C4H56I-34 - SAP Certified Application Associate - SAP Service Cloud Version 2 Fantastic Study Guide

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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	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 Elements: SAP Consultants delve into configuring service level agreements (SLAs) to copyright 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	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.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q48-Q53):

NEW QUESTION # 48
How can end users access the Customer Hub screen in Agent Desktop? Note: There are 2 correct answers to this question.

A. Automatically when an incoming phone call from a known customer is accepted
B. Automatically when there is an incoming phone call
C. Manually by performing a customer identification via Agent Desktop
D. Manually by navigating into the Customer Hub app from the menu

Answer: A,D

Explanation:
End users can access the Customer Hub in Agent Desktop:
* Manually via the menu (B): Agents navigate to the Customer Hub app to search for customers.
* Automatically during recognized calls (C): If the caller's number matches a known customer, the Customer Hub opens.
* Customer identification (A) is part of manual navigation, not a separate access method.
* Unknown callers (D) do not trigger automatic Customer Hub access.
References:
* SAP Help Portal: Customer Hub Access in Agent Desktop
* SAP Documentation: Automated Customer Hub Triggering

NEW QUESTION # 49
Which of the following describe how access restrictions are governed in SAP Service Cloud Version 2?

A. You can decide if access rights override any restrictions you have defined.
B. Unrestricted access rights override any restrictions you have defined.
C. Restricted access rights override any unrestricted access you have defined.
D. If the access rights are contradictory, the system automatically grants no access.

Answer: C

Explanation:
Access restrictions follow the principle of "least privilege." If a user has both unrestricted and restricted access rights, the system enforces the restricted access (D) to ensure data security.
Why other options are incorrect:
* A, B, C: Contradict SAP's security model, where explicit restrictions take precedence.
References:
* SAP Security Guide: "Access Restriction Rules".

NEW QUESTION # 50
Which of the following actions can a Service Agent execute from the case "More Action" button?
Note: There are 3 correct answers to this question.

A. Summary
B. Mark as unread
C. Delete
D. Handover
E. Escalate

Answer: B,D,E

Explanation:
From the "More Actions" menu, Service Agents can:
* Mark as Unread (C): Flags the case for follow-up.
* Handover (D): Transfers the case to another agent or team.
* Escalate (E): Elevates the case to a higher support tier.
Why other options are incorrect:
* A. Delete: Restricted to administrative roles.
* B. Summary: A view option, not an actionable function.
References:
* SAP Service Cloud Agent Desktop Guide: "Case Actions and Workflow".

NEW QUESTION # 51
Which of the following services can be activated in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Initial user
B. Templates
C. Agent Desktop
D. Live activity configuration

Answer: C,D

Explanation:
Activable services in SAP Service Cloud include:
* Agent Desktop (B): The primary interface for agents to manage cases, communications, and customer data.
* Live Activity Configuration (A): Enables real-time customer interaction features (e.g., chat, co- browsing).
Why other options are incorrect:
* C. Initial User: Part of system setup, not a "service."
* D. Templates: Predefined configurations, not activable services.
References:
* SAP Service Cloud Administration Guide: "Activating Standard Services".
* SAP Launchpad: "Service Activation for Agent Desktop and Live Features."

NEW QUESTION # 52
Which actions are prerequisites to utilize registered products? Note: There are 2 correct answers to this question.

A. Create an installed base
B. Create customer records
C. Activate the service in the business role
D. Create numeric ranges for customers

Answer: A,C

Explanation:
To utilize registered products, you need to activate the service in the business role and create an installed base.
The service activation enables you to access the registered products work center view and perform actions such as creating, editing, and deleting registered products. The installed base is a hierarchical structure that represents the customer's physical or logical assets, such as equipment, software, or services. You can assign registered products to an installed base to track their location, status, and warranty information. References = Solution Guide for SAP Service Cloud Version 2, section "Registered Products" and "Installed Base"

NEW QUESTION # 53
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SAP C-C4H56I-34 - SAP CERTIFIED APPLICATION ASSOCIATE - SAP SERVICE CLOUD VERSION 2 FANTASTIC STUDY GUIDE

SAP C-C4H56I-34 - SAP Certified Application Associate - SAP Service Cloud Version 2 Fantastic Study Guide