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SAP C-C4H56I-34 Exam Syllabus Topics:

Topic	Details
Topic 1	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 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	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 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.

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q68-Q73):

NEW QUESTION # 68
You want to assign a value to a specific field based on another field value calculation. Which of the following can you create to enable the field calculation?

A. A page layout
B. An autoflow
C. A workflow
D. A determination

Answer: D

Explanation:
A determination is a rule that assigns a value to a field based on the value of another field or a calculation. For example, you can create a determination that sets the priority of a case based on the urgency and impact fields. A page layout, a workflow, and an autoflow are not used for field calculations. References = [Solution Guide for SAP Service Cloud Version 2 - SAP Online Help], [SAP Service Cloud Version 2 Feature Scope]

NEW QUESTION # 69
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. Handover
B. Escalate
C. Delete
D. Summary
E. Mark as unread

Answer: B,D,E

Explanation:
According to the SAP Service Cloud Version 2 documents and learning resources, the following actions can be executed by a Service Agent from the case "More Action" button:
Summary. This action allows the Service Agent to create a summary of the case, which is a concise and informative description of the case details, such as the subject, the priority, the status, the category, the resolution, and the next steps. The summary can be used to communicate the case progress to the customer or to other stakeholders.
Mark as unread. This action allows the Service Agent to mark the case as unread, which means that the case will appear as new in the Agent Desktop and will require the Service Agent's attention. This action can be used to remind the Service Agent to follow up on the case or to delegate the case to another Service Agent.
Escalate. This action allows the Service Agent to escalate the case to a higher level of authority or expertise, such as a manager or a specialist. The escalation can be triggered manually by the Service Agent or automatically by the system based on predefined criteria, such as the case priority, the SLA, or the customer satisfaction. The escalation can also involve sending notifications, changing the case status, or reassigning the case to another team or employee.
The other options are not correct because:
Delete. This action is not available from the case "More Action" button. Deleting a case is a permanent action that removes the case and all its related data from the system. Deleting a case can only be done by an administrator or a user with the appropriate authorization in the Cases work center.
Handover. This action is not available from the case "More Action" button. Handing over a case is a temporary action that transfers the ownership and responsibility of the case to another Service Agent for a specific period of time. Handing over a case can be done by the Service Agent or by the system based on predefined rules in the Settings > Cases > Case Handover view. References = Using Agent Desktop with SAP Service Cloud, Creating a Case Type, Configuring Case Escalation, Configuring Case Handover

NEW QUESTION # 70
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. Use the web page URL of the external solution for extracting input parameters in the mashup
B. Develop a custom business object.
C. Include a dedicated step pointing to the mashup in one of the phases of the case type.
D. Create a mashup to embed the web page of the external solution.
E. Define a custom screen for the mashup.

Answer: A,C,D

Explanation:
According to the SAP Service Cloud Version 2 learning resources, to enable service agents to access and perform actions in an external solution, such as SAP S/4HANA Service, from a specific case type, the administrator has to do the following steps:
* Create a mashup to embed the web page of the external solution. A mashup is a way to integrate data or functionality from another web application into SAP Service Cloud Version 2. The mashup can be configured to pass input parameters from the case to the external solution, such as the case ID, the account ID, or the product ID.
* Use the web page URL of the external solution for extracting input parameters in the mashup. The web page URL of the external solution is the source of the mashup, and it can be used to define the input parameters that the mashup will send to the external solution. For example, if the web page URL of the external solution is https://s4hana-service.com/create-order?caseId={caseId}&accountId={accountId}, then the mashup can use the placeholders {caseId} and {accountId} to extract the values from the case and pass them to the external solution.
* Include a dedicated step pointing to the mashup in one of the phases of the case type. A case type is a template that defines the phases and steps that a case goes through from creation to closure. A step is a specific action that a service agent can perform on a case, such as sending an email, creating a task, or launching a mashup. By including a dedicated step pointing to the mashup in one of the phases of the case type, the administrator can enable the service agents to access the external solution from the case screen.
The other options are not correct because:
* Developing a custom business object is not necessary to access an external solution from a case type. A custom business object is a way to extend the data model of SAP Service Cloud Version 2 by creating new entities and fields that are not available in the standard solution.
* Defining a custom screen for the mashup is not required to access an external solution from a case type.
A custom screen is a way to create a new user interface for a custom business object or a standard business object that has been extended with custom fields. A mashup does not need a custom screen, as it uses the web page of the external solution as its user interface. References = Integrating SAP Customer Service, Service Operations and Field Service, Solution Guide for SAP Service Cloud Version 2

NEW QUESTION # 71
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. Assign employee to organizational units
B. Create business role
C. Create organizational structure
D. Log in with initial user

Answer: B,C

NEW QUESTION # 72
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. Access interactions and notes in the timeline tab
B. Edit customer details
C. Launch a customer survey
D. View customer details
E. Create a new e-mail message or a new case from the What Would You like to do? area

Answer: A,B,D

Explanation:
In the Customer Hub in Agent Desktop, a service agent can perform the following actions:
Edit customer details: The agent can update the customer's personal and business information, such as name, address, phone number, email, account, and contact person. The agent can also add or remove tags to the customer1.
View customer details: The agent can see the customer's basic information, such as name, address, phone number, email, account, and contact person. The agent can also see the customer's tags, which are keywords that help to categorize and identify the customer1.
Access interactions and notes in the timeline tab: The agent can view the chronological history of interactions with the customer, such as cases, calls, emails, chats, surveys, and visits. The agent can also see the notes that were added by other agents or by the customer2.
The agent cannot perform the following actions in the Customer Hub in Agent Desktop:
Create a new e-mail message or a new case from the What Would You like to do? area: This action can only be done from the Communication Panel, which is a separate area in the Agent Desktop that shows the incoming and outgoing communication items, such as emails, calls, chats, and messages3.
Launch a customer survey: This action can only be done from the Survey tabstrip, which is a separate tabstrip in the Customer Hub that shows the surveys that were sent to or received from the customer. The agent can launch a new survey from this tabstrip by selecting a survey template and a communication channel4.
References = 1: Customer Hub - SAP Online Help, 2: Timeline - SAP Online Help, 3: [Communication Panel
- SAP Online Help], 4: [Survey - SAP Online Help]

NEW QUESTION # 73
......

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