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Latest C-C4H56I-34 Version & C-C4H56I-34 Valid Exam Syllabus

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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

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

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 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.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q29-Q34):

NEW QUESTION # 29
What is the only way to change an active case type?

A. Execute the Create New Version action.
B. Edit the name of the existing case type.
C. It is not possible to change an existing case type.
D. Copy an existing case type.

Answer: A

Explanation:
Existing Cases can be changed, but only by executing the action "Create New Version" from the existing Case Type that has to be modified. For example, if after creating a new Case Type, the Administrator realizes that the Service Catalog is missing, they will have to execute the action Create New Version from the existing Case Type, then enter the service catalog and activate the new version. References = Creating a Case Type

NEW QUESTION # 30
Which of the following parameters can be maintained by the administrator when configuring a new e-mail channel? Note: There are 3 correct answers to this question.

A. Channel e-mail ID
B. Default account
C. Mashup service
D. Channel type
E. Case type

Answer: B,D,E

NEW QUESTION # 31
Which objects are needed to create a registered product? Note: There are 2 correct answers to this question.

A. Contract
B. Installed base
C. Customer
D. Product

Answer: C,D

NEW QUESTION # 32
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. Define specific restriction
C. Restricted
D. Full access
E. Unrestricted

Answer: B,C,E

Explanation:
Access restriction types are used to define the level of access that a business role has for a business service.
There are three access restriction types available in SAP Service Cloud Version 2:
Unrestricted: This means that the business role has full access to all the data related to the business service, regardless of the ownership or the organizational unit.
Define specific restriction: This means that the business role has access to the data related to the business service based on certain criteria, such as the employee responsible, the territory, the account team, or the service organization. You can define the specific restriction rules for each business service in the business role details.
Restricted: This means that the business role has no access to the data related to the business service.
The business service is not visible or editable for the business role. References = Set Up Guide for SAP Service Cloud Version 2, page 10; Solution Guide for SAP Service Cloud Version 2, page 11

NEW QUESTION # 33
WWhich of the following are mandatory to maintain when you want to create a new business user?
Note: There are 2 correct answers to this question.

A. Organization
B. Business role
C. E-mail
D. Employee

Answer: B

NEW QUESTION # 34
......

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