C-C4H56I-34 SIMULATIONS PDF | C-C4H56I-34 PASSING SCORE FEEDBACK

C-C4H56I-34 Simulations Pdf | C-C4H56I-34 Passing Score Feedback

C-C4H56I-34 Simulations Pdf | C-C4H56I-34 Passing Score Feedback

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SAP C-C4H56I-34 Exam Syllabus Topics:

TopicDetails
Topic 1
  • 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 2
  • 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 3
  • 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 4
  • 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 5
  • 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.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q27-Q32):

NEW QUESTION # 27
Which of the following account types can be used in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

  • A. Channel partners
  • B. Individual customers
  • C. Groups
  • D. Contacts

Answer: B,D


NEW QUESTION # 28
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. Create a new e-mail message or a new case from the What Would You like to do? area
  • B. Access interactions and notes in the timeline tab
  • C. View customer details
  • D. Edit customer details
  • E. Launch a customer survey

Answer: A,B,C


NEW QUESTION # 29
Which of the following account types can be used in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

  • A. Channel partners
  • B. Individual customers
  • C. Groups
  • D. Contacts

Answer: B,D

Explanation:
In SAP Service Cloud Version 2, there are three types of account to choose from: business or company customer (referred to as Account), individual customer, and contact. Contacts are associated with accounts and can have different roles, such as decision maker, influencer, or end user. Individual customers are accounts that represent a single person, such as a consumer or a sole proprietor. Channel partners are not a separate account type, but a role that can be assigned to an account. Groups are not an account type, but a way to organize accounts into categories, such as industry, region, or segment. References = Creating Customer Account Master Data, SAP Service Cloud Version 2 Feature Scope Description


NEW QUESTION # 30
What can you do with Agent Desktop in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

  • A. Use a mashup to execute transactions in other SAP solutions.
  • B. Create installed bases.
  • C. Create accounts and contacts.
  • D. Assign products to existing accounts.

Answer: A,C

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 # 31
Which of the following steps are required to set up SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

  • A. Create organizational structure
  • B. Log in with initial user
  • C. Assign employee to organizational units
  • D. Create business role

Answer: A,C

Explanation:
Setting up SAP Service Cloud Version 2 involves several critical steps to ensure the system is configured correctly for organizational needs. One of the essential steps is "Assigning employees to organizational units," which involves mapping employees to specific divisions, departments, or groups within the organization. This step is crucial for defining roles, responsibilities, and reporting structures. Another fundamental step is
"Creating an organizational structure," which lays the foundation for the system's operational framework. This structure defines the hierarchical arrangement of lines of authority, communications, rights, and duties of an organization. It is vital for establishing clear governance, operational efficiency, and effective management of the SAP Service Cloud environment.


NEW QUESTION # 32
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