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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	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	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 (Q36-Q41):

NEW QUESTION # 36
What steps must an administrator perform to enable the phone channel in Agent Desktop? Note: There are 2 correct answers to this question.

A. Add the phone channel to the live interaction widget.
B. Integrate with a third-party Computer Telephony Integrator (CTI) provider.
C. Add a mashup service in Agent Desktop.
D. Obtain API token credentials from the CTI provider.

Answer: A,B

NEW QUESTION # 37
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. Mark as unread
B. Summary
C. Escalate
D. Handover
E. Delete

Answer: A,B,C

NEW QUESTION # 38
How can you adapt the status schema of a case type? Note: There are 2 correct answers to this question.

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

Answer: B,D

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 # 39
You want to assign employees to multiple organisational units. Which action needs to be performed to achieve this?

A. Enable the Primary flag in the organisation unit.
B. Assign employees directly to different organisational objects.
C. Assign the employee at company level.
D. Acquire an additional license for the required add-on.

Answer: B

NEW QUESTION # 40
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. Edit customer details
B. View customer details
C. Create a new e-mail message or a new case from the What Would You like to do? area
D. Launch a customer survey
E. Access interactions and notes in the timeline tab

Answer: B,C,E

NEW QUESTION # 41
......

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q36-Q41):

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