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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

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 3

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 4

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 5

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 6

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 7

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.

>> Exam C_C4H56I_34 Topics <<

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q43-Q48):

NEW QUESTION # 43
Which of the following describe how access restrictions are governed in SAP Service Cloud Version 2?

A. Unrestricted access rights override any restrictions you have defined.
B. You can decide if access rights override any restrictions you have defined.
C. If the access rights are contradictory, the system automatically grants no access.
D. Restricted access rights override any unrestricted access you have defined.

Answer: D

Explanation:
Access restrictions follow the principle of "least privilege." If a user has both unrestricted and restricted access rights, the system enforces the restricted access (D) to ensure data security.
Why other options are incorrect:
* A, B, C: Contradict SAP's security model, where explicit restrictions take precedence.
References:
* SAP Security Guide: "Access Restriction Rules".

NEW QUESTION # 44
Which categories can you use when creating a service catalog in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Cause category
B. Subcategory
C. Incident category
D. Category

Answer: B,D

NEW QUESTION # 45
Which of the following are required to grant business user access? Note: There are 2 correct answers to this question.

A. Employee
B. User ID
C. Access restriction
D. Assignment to an organizational unit

Answer: A,B

Explanation:
According to the SAP Service Cloud Version 2 documents and learning resources, the following are required to grant business user access:
User ID. A user ID is a unique identifier for a business user, which is used to log on to the system and to assign a business role. A user ID can be created manually or automatically, and it can be based on the employee ID, the email address, or a custom format.
Employee. An employee is a master data object that represents a person who works for your company and performs a specific role or function. An employee can be assigned to one or more organizational units, and can have one or more business users associated with them.
The other options are not correct because:
Access restriction. Access restriction is a way to control the visibility and editability of data for business users based on their business roles and organizational assignments. Access restriction is not required to grant business user access, but it can be used to refine the access level after the business user is created and assigned a business role.
Assignment to an organizational unit. An organizational unit is a master data object that represents a structural element of your company, such as a department, a team, or a branch. An organizational unit can be assigned to one or more employees, and can be used as an attribute for access restriction.
Assignment to an organizational unit is not required to grant business user access, but it can be used to define the scope of the business user's responsibility and visibility. References = Creating Business Users and Business Roles, Creating Business Roles, Set Up Guide for SAP Service Cloud Version
2, SAP Service Cloud Version 2 | SAP Help Portal

NEW QUESTION # 46
Which of the following describe how access restrictions are governed in SAP Service Cloud Version2?

A. You can decide if access rights override any restrictions you have defined.
B. Restricted access rights override any unrestricted access you have defined.
C. If the access rights are contradictory, the system automatically grants no access.
D. Unrestricted access rights override any restrictions you have defined.

Answer: D

Explanation:
In SAP Service Cloud Version 2, access restrictions are governed by a set of rules thatdetermine user permissions and access levels. When there is a conflict between access rights, "Unrestricted access rights override any restrictions you have defined." This means that if a user is granted unrestricted access rights in one area, these rights will take precedence over any other specific restrictions that might have been set, ensuring that users retain access to critical functions and information necessary for their roles.

NEW QUESTION # 47
Which actions are prerequisites to utilize registered products? Note: There are 2 correct answers to this question.

A. Create customer records
B. Create numeric ranges for customers
C. Create an installed base
D. Activate the service in the business role

Answer: C,D

Explanation:
To utilize registered products, you need to activate the service in the business role and create an installed base.
The service activation enables you to access the registered products work center view and perform actions such as creating, editing, and deleting registered products. The installed base is a hierarchical structure that represents the customer's physical or logical assets, such as equipment, software, or services. You can assign registered products to an installed base to track their location, status, and warranty information. References = Solution Guide for SAP Service Cloud Version 2, section "Registered Products" and "Installed Base"

NEW QUESTION # 48
......

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