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SAP C_C4H56I_34 Exam Syllabus Topics:

Topic
Details

Topic 1

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 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

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 4

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 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 (Q10-Q15):

NEW QUESTION # 10
You have integrated Microsoft Teams with SAP Service Cloud Version 2.
Where can service agents start sharing workspaces for cases by clicking on the Share Workspace icon? Note: There are 2 correct answers to this question.

A. In the interaction log
B. In Agent Desktop
C. In the case
D. In the case worklist

Answer: B,C

NEW QUESTION # 11
Service agents working on a specific case type in SAP Service Cloud Version 2 need to access and perform defined actions in an external solution. What steps must an administrator perform to make this possible? Note: There are 3 correct answers to this question.

A. Develop a custom business object.
B. Use the web page URL of the external solution for extracting input parameters in the
C. Include a dedicated step pointing to the mashup in one of the phases of the case type.
D. Define a custom screen for the mashup.
E. Create a mashup to embed the web page of the external solution.

Answer: B,C,E

Explanation:
mashup

NEW QUESTION # 12
Where can the administrator configure which event types must be visible in the timeline of the Customer Hub screen?

A. In the Customer Hub screen configuration
B. The event types are enabled by default and cannot be changed.
C. In the timeline configuration
D. In the general configuration of Agent Desktop

Answer: C

Explanation:
The timeline configuration allows the administrator to define which event types must be visible in the timeline of the Customer Hub screen. The timeline configuration is accessed from the Adaptation menu in the Agent Desktop. The administrator can select the Timeline tab and then choose the Event Types option. There, the administrator can enable or disable the event types for the timeline, such as cases, emails, notes, tasks, and so on. The administrator can also reorder the event types by dragging and dropping them in the list. References = Solution Guide for SAP Service Cloud Version 2, section Configure Timeline.

NEW QUESTION # 13
Which of the following configuration activities are part of SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Set up Agent Desktop
B. Set up deals
C. Set scoping attributes
D. Maintain case types

Answer: A,D

Explanation:
The following configuration activities are part of SAP Service Cloud Version 2:
Maintain case types: You can maintain case types to define the different categories of cases that you handle in your service organization. You can specify the name, description, priority, status, and other attributes for each case type. You can also assign case types to service categories and service levels.
Set up Agent Desktop: You can set up Agent Desktop to customize the user interface and the functionality of the solution. You can configure the layout, the navigation, the cards, the widgets, the actions, the timeline, the quick create, and the search options for the Agent Desktop. References = Configuring Case Types, section Maintain Case Types; Configuring Agent Desktop, section Set Up Agent Desktop.
Configuration activities in SAP Service Cloud Version 2 include a range of tasks designed to tailor the system to specific business processes and requirements. "Maintaining case types" is a critical activity that involves defining and configuring the different categories of customer inquiries and issues that can be logged in the system. This configuration is essential for organizing, tracking, and managing cases efficiently. Another important configuration activity is "Setting up Agent Desktop," which involves customizing the user interface and functionalities available to service agents. This setup is crucial for ensuring that agents have access to the necessary tools, information, and workflows to effectively resolve customer cases.

NEW QUESTION # 14
What steps must an administrator perform to enable the phone channel in Agent Desktop? Note: There are 2 correct answers to this question.

A. Obtain API token credentials from the CTI provider.
B. Add a mashup service in Agent Desktop.
C. Integrate with a third-party Computer Telephony Integrator (CTI) provider.
D. Add the phone channel to the live interaction widget.

Answer: C,D

NEW QUESTION # 15
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