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SAP C_C4H56I_34 Exam Syllabus Topics:

Topic	Details
Topic 1	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 2	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 3	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 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	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 6	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 7	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.

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q52-Q57):

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

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

Answer: A,C

NEW QUESTION # 53
What information can be maintained in the Related Objects facet of a case? Note: There are 3 correct answers to this question.

A. Installed bases
B. Installation points
C. Products
D. Registered products and installed bases related to the account only
E. Registered products

Answer: A,B,E

NEW QUESTION # 54
What is the only way to change an active case type?

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

Answer: C

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 # 55
Which objects can you assign to an installed base? Note: There are 2 correct answers to this question.

A. Maintenance plan
B. Registered product
C. Warranty
D. Customer

Answer: A,B

NEW QUESTION # 56
Which of the following objects can be replicated from SAP Service Cloud Version 2 to SAP S/4HANA?
Note: There are 2 correct answers to this question.

A. Service contracts
B. Products
C. Contacts
D. Registered products

Answer: C,D

Explanation:
According to the SAP Service Cloud Version 2 for Utilities Integration with SAP S/4HANA document, the following objects can be replicated from SAP Service Cloud Version 2 to SAP S/4HANA: Business Partner (Customer - bi-directional), Equipment (bi-directional), Registered Product (bi-directional), Contact (bi-directional), and Service Order (bi-directional). Therefore, the correct answers are A and B, as registered products and contacts are among the objects that can be replicated. References = SAP Service Cloud Version 2 for Utilities Integration with SAP S/4HANA

NEW QUESTION # 57
......

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C_C4H56I_34 Latest Study Materials & New C_C4H56I_34 Exam Prep

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SAP C_C4H56I_34 Exam Syllabus Topics:

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q52-Q57):

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