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SAP C_C4H56I_34 Exam Syllabus Topics:

Topic	Details
Topic 1	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 2	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 3	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 4	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 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.
Topic 6	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 7	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.

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q73-Q78):

NEW QUESTION # 73
What can you do with Agent Desktop in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Use a mashup to execute transactions in other SAP solutions.
B. Create accounts and contacts.
C. Assign products to existing accounts.
D. Create installed bases.

Answer: A,D

NEW QUESTION # 74
What can you do with Agent Desktop in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Use a mashup to execute transactions in other SAP solutions.
B. Create accounts and contacts.
C. Assign products to existing accounts.
D. Create installed bases.

Answer: A,B

Explanation:
According to the SAP Service Cloud Version 2 documents and learning resources, you can do the following things with Agent Desktop in SAP Service Cloud Version 2:
* Create accounts and contacts. Agent Desktop allows you to create and maintain master data for accounts and contacts, which are essential for managing customer relationships and service requests.
You can also view and edit the account hierarchy, the contact roles, and the communication preferences of the accounts and contacts.
* Use a mashup to execute transactions in other SAP solutions. Agent Desktop enables you to integrate with other SAP solutions, such as SAP S/4HANA Service, SAP Field Service Management, or SAP Marketing Cloud, by using mashups. Mashups are web pages that are embedded in the Agent Desktop and can pass input parameters from the service objects, such as cases, tickets, or registered products, to the external solutions. You can use mashups to perform actions in the external solutions, such as creating a service order, scheduling a service appointment, or launching a marketing campaign, without leaving the Agent Desktop.
The other options are not correct because:
* Creating installed bases is not possible with Agent Desktop in SAP Service Cloud Version 2. Installed bases are collections of products that are installed at a customer site and require service or maintenance.
Installed bases are created and managed in the Installed Base work center, which is not part of the Agent Desktop.
* Assigning products to existing accounts is not possible with Agent Desktop in SAP Service Cloud Version 2. Products are items that are sold or serviced by your company, and they can be assigned to accounts or contacts as attributes. Products are assigned and maintained in the Products work center, which is not part of the Agent Desktop. References = Introducing Agent Desktop in SAP Service Cloud Version 2, Using Agent Desktop with SAP Service Cloud, Description SAP Service Cloud Version 2 Feature Scope, Agent Console Add-On for SAP Service Cloud Agent Desktop in SAP Service Cloud Version 2 is a versatile tool that enables service agents to perform a variety of tasks efficiently. Among its capabilities, creating accounts and contacts directly from the interface stands out as a fundamental feature, allowing agents to manage customer information seamlessly.
Additionally, the Agent Desktop supports the use of mashups, which are integrations with external applications or web content. These mashups enable agents to execute transactions or access data in other SAP solutions without leaving the Agent Desktop environment, thereby enhancing productivity and providing a unified user experience

NEW QUESTION # 75
Which objects are needed to create a registered product? Note: There are 2 correct answers to this question.

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

Answer: A,B

Explanation:
To create a registered product in SAP Service Cloud Version 2, you need the following objects:
Product: This is the generic definition of the product that you want to register. It contains the basic information such as the name, description, category, and price of the product. You can create products in the Products work center, under the Products view.
Customer: This is the individual or organization that owns the registered product. It can be either an account or an individual customer. You can create customers in the Customers work center, under the Accounts or Individual Customers view.
The other objects are not mandatory for creating a registered product, but they can be used to provide additional information or functionality. For example:
Installed base: This is a collection of registered products that belong to the same customer and are located at the same site. It can be used to group and manage related registered products more easily. You can create installed bases in the Installed Base work center, under the Installed Base view.
Contract: This is an agreement between the customer and the service provider that defines the terms and conditions of the service delivery. It can be used to determine the service entitlements and pricing for the registered product. You can create contracts in the Contracts work center, under the Contracts view.
References =
Creating a Registered Product - SAP Learning, slide 3-4
Solution Guide for SAP Service Cloud Version 2, page 31-32

NEW QUESTION # 76
When using auto flow rules, which of the following do you need to consider? Note: There are 3 correct answers to this question.

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

Answer: A,D,E

NEW QUESTION # 77
What functionality can be enabled to assist agents with case resolution?

A. Create and assign surveys to the case.
B. Configure templates for responses.
C. Integrate Microsoft Teams.
D. Integrate a knowledge base.

Answer: D

NEW QUESTION # 78
......

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Quiz 2025 Fantastic SAP C_C4H56I_34: SAP Certified Application Associate - SAP Service Cloud Version 2 Pass4sure Dumps Pdf

Dumps4PDF SAP C_C4H56I_34 Exam Dumps Preparation Material is Available

SAP C_C4H56I_34 Exam Syllabus Topics:

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q73-Q78):

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