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SAP C-C4H56I-34 Exam Syllabus Topics:

Topic
Details

Topic 1

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 2

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 3

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 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.

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100% Pass Quiz 2025 C-C4H56I-34: SAP Certified Application Associate - SAP Service Cloud Version 2 – Professional Trustworthy Pdf

The SAP Certified Application Associate - SAP Service Cloud Version 2 (C-C4H56I-34) practice questions (desktop and web-based) are customizable, meaning users can set the questions and time according to their needs to improve their discipline and feel the real-based exam scenario to pass the SAP C-C4H56I-34 Certification. Customizable mock tests comprehensively and accurately represent the actual C-C4H56I-34 certification exam scenario.

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q15-Q20):

NEW QUESTION # 15
Which objects can you assign to an installed base? Note: There are 2 correct answers to this question.

A. Customer
B. Warranty
C. Registered product
D. Maintenance plan

Answer: C,D

NEW QUESTION # 16
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. The customer will need to provision new tenants through SAP for Me.
C. Any test tenant needs to be purchased separately.
D. The business settings will need to be activated for the tenant.

Answer: B,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 # 17
You are configuring SAP Service Cloud Version 2 to automatically assign employees to a case. Which feature can help with this?

A. Escalation
B. Prioritization settings
C. Process for cases
D. Routing

Answer: D

Explanation:
Routing is the feature that can help with automatically assigning employees to a case based on relevant attributes, such as channel, subject, priority, or account. Routing rules enable companies to handle a high volume of messages and deliver the case to the right team or person. SAP Service Cloud Version 2 includes a flexible, easy-to-configure routing rule definition engine1.
Escalation, prioritization settings, and process for cases are not features that can help with automatic case assignment. Escalation is a feature that allows agents or managers to escalate a case to a higher level of authority or expertise when needed2. Prioritization settings are a feature that allows administrators to define how cases are prioritized based on urgency and impact3. Process for cases is a feature that allows administrators to define the steps and tasks that need to be completed for a case based on its type and category4.
References = 1: Configuring Case Routing Rules - SAP Learning, 2: Escalation - SAP Online Help, 3: Prioritization Settings - SAP Online Help, 4: Process for Cases - SAP Online Help

NEW QUESTION # 18
Which of the following actions can a service agent perform in the Customer Hub in Agent Desktop?Note: There are 3 correct answers to this question.

A. Launch a customer survey
B. Create a new e-mail message or a new case from the What Would You like to do? area
C. Edit customer details
D. Access interactions and notes in the timeline tab
E. View customer details

Answer: B,D,E

NEW QUESTION # 19
Which of the following are required to grant business user access? Note: There are 2 correct answers to this question.

A. User ID
B. Assignment to an organizational unit
C. Employee
D. Access restriction

Answer: A,B

Explanation:
To grant business user access in SAP Service Cloud:
* User ID (A): A unique identifier required for system authentication.
* Assignment to an Organizational Unit (D): Defines the user's scope of access within the organizational hierarchy.
Why other options are incorrect:
* B. Access Restriction: Governs data visibility but is not a prerequisite for access.
* C. Employee: While linking a user to an employee record is standard, it is not strictly mandatory for access (depends on configuration).
References:
* SAP Security Guide: "User Management".

NEW QUESTION # 20
......

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