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SAP C_C4H56I_34 Exam Syllabus Topics:

Topic
Details

Topic 1

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 2

Basic Setup: In this topic, SAP Consultants gain insights into establishing the foundation of the SAP Service Cloud environment. It encompasses configuring integration settings with SAP and non-SAP systems, enabling seamless connectivity, and customizing the user interface for usability and branding.

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

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.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q19-Q24):

NEW QUESTION # 19
Which options can be used to control the access rights of a user? Note: There are 2 correct answers to this question.

A. Assign restriction rules
B. Remove personal data from the business user
C. Create territory hierarchy levels
D. Assign employee to organizational unit

Answer: A,B

NEW QUESTION # 20
How can you adapt the status schema of a case type? Note: There are 2 correct answers to this question.

A. Create a new version of a status schema.
B. Copy an existing status schema.
C. Change the existing status schema.
D. Add or remove statuses in the existing status schema.

Answer: A,C

Explanation:
You can adapt the status schema of a case type by adding or removing statuses in the existing status schema, or by creating a new version of a status schema. Adding or removing statuses allows you to customize the support process for different case types. Creating a new version of a status schema enables you to modify the existing status schema without affecting the cases that are already using it. You cannot copy or change the existing status schema directly, as this would impact the existing cases and their service level agreements. References = Creating the Statuses for Cases, Creating a Case Type

NEW QUESTION # 21
How can service agents create cases? Note: There are 2 correct answers to this question.

A. In the Related Service Object facet of registered products, Create button (+) and select Case.
B. In Agent Desktop, click the Create button (+) and select Case.
C. In the Account General facet, Create button (+) and select Case.
D. In the case worklist, Create button (+) and select Case.

Answer: B,C

Explanation:
Agents can create cases via:
* A. Agent Desktop Create Button: Direct case creation from the primary interface.
* B. Account General Facet: Create cases linked to a specific account for context.
Why other options are incorrect:
* C. Related Service Object Facet: Typically used for adding products/installed bases, not case creation.
* D. Case Worklist: Focuses on existing cases, not creation.
References:
* SAP Service Cloud Agent Desktop Guide: "Creating Cases".

NEW QUESTION # 22
Which field can be used to determine Service Level Agreements?

A. Account role
B. Event in case
C. Custom field
D. Reading value of a registered product

Answer: C

Explanation:
You can use a custom field to determine Service Level Agreements (SLAs) in SAP Service Cloud Version 2.
A custom field is a user-defined field that can be added to various objects, such as accounts, cases, products, or service levels. You can use custom fields to store additional information that is not available in the standard fields. You can also use custom fields as criteria for SLA determination, by creating rules based on the values of the custom fields. For example, you can create a custom field called "Customer Type" and assign different values to it, such as "VIP", "Regular", or "New". Then, you can create rules that assign different SLAs based on the customer type. This way, you can customize the SLAs according to your business needs and customer preferences. References = Configuring Service Levels, section Maintain Rules for SLA Determination; Creating Custom Fields, section Create Custom Fields.

NEW QUESTION # 23
Which milestone can you use for service levels?

A. Created-on date
B. Status
C. Initial review date
D. Warranty validity

Answer: C

Explanation:
For service levels in SAP Service Cloud Version 2, the "Initial review date" is a significant milestone that can be used to track and manage service commitments. This milestone marks the scheduled date for an initial evaluation or review of the service provided, ensuring that service level agreements (SLAs) are being met and that any issues are identified and addressed in a timely manner. This helps in maintaining high service standards and customer satisfaction.

NEW QUESTION # 24
......

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