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SAP C-C4H56I-34 Exam Syllabus Topics:

Topic	Details
Topic 1	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 2	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 3	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 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.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q69-Q74):

NEW QUESTION # 69
Which of the following configuration activities are part of SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Set scoping attributes
B. Set up Agent Desktop
C. Set up deals
D. Maintain case types

Answer: A,D

NEW QUESTION # 70
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. Summary
B. Delete
C. Mark as unread
D. Handover
E. Escalate

Answer: A,C,E

NEW QUESTION # 71
Which capability ensures service agents send e-mail responses with the correct corporate branding?

A. Autoflow
B. Workflow rules
C. Determination rules
D. E-mail templates

Answer: D

Explanation:
E-mail templates are used to define the fixed content (such as subject or disclaimer) andvariable parts (such as the form of address) of the email responses that service agents send to customers. E-mail templates can also be customized to include the corporate branding, such as logos, colors, fonts, and signatures, according to the needs of the service organization. E-mail templates can be created and maintained using the Configuring Email app in SAP Service Cloud Version 2. References = Configuring Email - SAP Learning, Maintain Email Templates | SAP Help Portal, Configuring Email Templates - SAP Customer Data Cloud, Configuring Email Templates | SAP Help Portal

NEW QUESTION # 72
What functionality can be enabled to assist agents with case resolution?

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

Answer: A

NEW QUESTION # 73
Which of the following are mandatory attributes when creating a case? Note: There are 2 correct answers to this question.

A. Installed base
B. Status
C. Case type
D. Subject

Answer: C,D

NEW QUESTION # 74
......

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Reliable C-C4H56I-34 Exam Papers, Test C-C4H56I-34 Pass4sure

SAP C-C4H56I-34 Exam Syllabus Topics:

Test C-C4H56I-34 Pass4sure, Valid C-C4H56I-34 Exam Guide

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q69-Q74):

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