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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	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 3	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 4	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 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	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 7	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.

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q49-Q54):

NEW QUESTION # 49
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 the Account General facet, Create button (+) and select Case.
C. In Agent Desktop, click the Create button (+) and select Case.
D. In the case worklist, Create button (+) and select Case.

Answer: A,B

NEW QUESTION # 50
When using auto flow rules, which of the following do you need to consider? Note: There are 3 correct answers to this question.

A. Auto flow rules must be assigned to the business role
B. Conditions can be based on extension fields.
C. Optimization from the back end is done automatically when too many auto flow rules exist.
D. Too many rules affect system performance.
E. Conditions can be based on standard fields.

Answer: B,D,E

NEW QUESTION # 51
How can end users access the Customer Hub screen in Agent Desktop? Note: There are 2 correct answers to this question.

A. Automatically when an incoming phone call from a known customer is accepted
B. Manually by performing a customer identification via Agent Desktop
C. Automatically when there is an incoming phone call
D. Manually by navigating into the Customer Hub app from the menu

Answer: A,D

Explanation:
End users can access the Customer Hub in Agent Desktop:
* Manually via the menu (B): Agents navigate to the Customer Hub app to search for customers.
* Automatically during recognized calls (C): If the caller's number matches a known customer, the Customer Hub opens.
* Customer identification (A) is part of manual navigation, not a separate access method.
* Unknown callers (D) do not trigger automatic Customer Hub access.
References:
* SAP Help Portal: Customer Hub Access in Agent Desktop
* SAP Documentation: Automated Customer Hub Triggering

NEW QUESTION # 52
Which of the following features are available in the adaptation tool? Note: There are 2 correct answers to this question.

A. Change the field label
B. Create a new URL mashup
C. Add a new field
D. Add a new button

Answer: C,D

Explanation:
The adaptation tool allows you to add a new button or a new field to the user interface of SAP Service Cloud Version 2. You can also change the properties of existing buttons and fields, such as the label, the visibility, the data binding, and the actions. However, you cannot create a new URL mashup using the adaptation tool.
To create a new URL mashup, you need to use the administration tool. References = Solution Guide for SAP Service Cloud Version 2, section "Adaptation", page 33.

NEW QUESTION # 53
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. Employee
B. Organization
C. E-mail
D. Business role

Answer: A,D

Explanation:
When creating a new business user in SAP Service Cloud Version 2, it is mandatory to maintain certain key elements. "Employee" information is crucial as it links the user account to an individual's employee record within the organization, providing context and defining the user's position and role within the company.
Additionally, assigning a "Business role" is essential as it determines the access levels, permissions, and functionalities available to the user based on their responsibilities and tasks within the organization.

NEW QUESTION # 54
......

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High-quality C-C4H56I-34 Latest Braindumps Sheet - Pass C-C4H56I-34 Exam

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SAP C-C4H56I-34 Exam Syllabus Topics:

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q49-Q54):

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