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Pass Guaranteed Quiz SAP - C-C4H56I-34–The Best Practice Engine

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SAP C-C4H56I-34 Exam Syllabus Topics:

Topic
Details

Topic 1

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 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

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 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 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 (Q63-Q68):

NEW QUESTION # 63
Which of the following objects can you assign to an installed base at item level? Note: There are 2 correct answers to this question.

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

Answer: C,D

Explanation:
When you create or edit an installed base, you can assign different objects to it at item level. The objects that you can assign are:
* Product: This is a generic product that is not serialized or tracked individually. You can assign a product to an installed base to indicate the type or category of the product that is installed at the customer site. For example, you can assign a product called "Laptop" to an installed base to represent any laptop that belongs to that installed base.
* Registered product: This is a serialized product that has a unique identifier and can be tracked individually. You can assign a registered product to an installed base to indicate the specific product that is installed at the customer site. For example, you can assign a registered product with a serial number "123456789" to an installed base to represent a particular laptop that belongs to that installed base. A registered product can also have warranty and maintenance plan information associated with it.
* Functional location: This is a logical or physical location where the products are installed or used. You can assign a functional location to an installed base to create a hierarchical structure of the installed base. For example, you can assign a functional location called "Office A" to an installed base to represent a sub-location within the installed base where some products are located. A functional location can also have other functional locations, products, or registered products assigned to it as sub- items.
* Maintenance plan: This is a plan that defines the schedule and scope of the maintenance activities for the products. You cannot assign a maintenance plan to an installed base at item level. A maintenance plan can only be assigned to a registered product as a sub-item. For example, you can assign a maintenance plan called "Annual Service" to a registered product to indicate the frequency and type of service that the product requires.
* Warranty: This is a contract that defines the terms and conditions of the warranty coverage for the products. You cannot assign a warranty to an installed base at item level. A warranty can only be assigned to a registered product as a sub-item. For example, you can assign a warranty called "Standard Warranty" to a registered product to indicate the duration and scope of the warranty that the product has. References = Using an Installed Base; Using Installed Bases and Registered Products

NEW QUESTION # 64
Which access restriction types are available in SAP Service Cloud Version 2? Note: There are 3 correct answers to this question.

A. No access
B. Unrestricted
C. Define specific restriction
D. Restricted
E. Full access

Answer: A,B,D

Explanation:
In SAP Service Cloud V2, access restriction types include:
* Unrestricted (A): Users can view all data without limitations.
* Restricted (D): Users can only access data based on organizational assignments (e.g., their team).
* No access (E): Users are blocked from viewing specific data entirely.
* Define specific restriction (B) refers to configuring restrictions, not a standalone type.
* Full access (C) is not a distinct restriction type.
References:
* SAP Help Portal: Access Restrictions in SAP Service Cloud
* SAP Documentation: Data Visibility Configuration

NEW QUESTION # 65
Which types of master data can be used in case routing? Note: There are 2 correct answers to this question.

A. Account hierarchy
B. Contact
C. Team
D. Responsible employee

Answer: C,D

Explanation:
In SAP Service Cloud Version 2, you can use case routing rules to automatically assign cases to a team or a responsible employee based on various attributes of the case, such as subject, priority, channel, or category.
You can also use master data such as account, contact, product, or organization as attributes for case routing rules. However, account hierarchy is not a valid attribute for case routing, as it is not a master data object but a relationship between accounts. Contact is also not a valid attribute for case routing, as it is not directly related to the case but to the account or individual customer. References = Configuring Case Routing Rules, Master Data

NEW QUESTION # 66
You are rolling out SAP Service Cloud Version 2 to multiple countries. Which of the following must be completed for each different country? Note: There are 2 correct answers to this question.

A. Maintain exchange rate
B. Maintain organizational units
C. Select country theme
D. Enable country/region

Answer: B,D

NEW QUESTION # 67
Which elements can be used to determine the reaction time in Service Level Agreements? Note:
There are 2 correct answers to this question.

A. Sales contract
B. Maintenance plan
C. Case types
D. Priority

Answer: C,D

Explanation:
In determining the reaction time for Service Level Agreements (SLAs) within SAP Service Cloud Version 2,
"Priority" and "Case types" are key elements. The priority assigned to a case can directly influence the reaction time, with higher priority cases typically requiring faster response times. Case types also play a crucial role, as different types of cases may have varying levels of urgency and complexity, which can affect the expected reaction time. These elements help in setting appropriate response expectations and ensuring that cases are handled according to their significance and requirements.

NEW QUESTION # 68
......

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