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The SAP C_C4H56I_34 certification is a valuable credential that plays a significant role in advancing the SAP professional's career in the tech industry. With the SAP Certified Application Associate - SAP Service Cloud Version 2 (C_C4H56I_34) certification exam you can demonstrate your skills and knowledge level and get solid proof of your expertise. You can use this proof to advance your career. The SAP C_C4H56I_34 Certification Exam enables you to increase job opportunities, promotes professional development, and higher salary potential, and helps you to gain a competitive edge in your job search.

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

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

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

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 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

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.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q56-Q61):

NEW QUESTION # 56
Which of the following actions can be configured for autoflow? Note: There are 3 correct answers to this question.

A. Send e-mails
B. Send event notifications
C. Send event e-mail template
D. Send info notifications
E. Send object update

Answer: A,B,D

NEW QUESTION # 57
How can service agents create cases? Note: There are 2 correct answers to this question.

A. In the case worklist, Create button (+) and select Case.
B. In Agent Desktop, click the Create button (+) and select Case.
C. In the Account General facet, Create button (+) and select Case.
D. In the Related Service Object facet of registered products, Create button (+) and select Case.

Answer: B,D

Explanation:
Service agents in SAP Service Cloud Version 2 can create cases directly from the Agent Desktop by clicking the Create button and selecting Case. This method provides a quick and straightforward way to initiate a new case while working within the Agent Desktop environment. Additionally, cases can be created from the Related Service Object facet of registered products. When viewing the details of a registered product, agents can use the Create button within this facet to initiate a case related to that specific product, ensuring the case is automatically linked to the relevant product record.

NEW QUESTION # 58
What can you do with Microsoft Teams integration? Note: There are 3 correct answers to this question.

A. Create appointments.
B. Share workspaces.
C. Send e-mails to customers.
D. Make outbound calls.
E. Hand over cases.

Answer: A,B,E

Explanation:
Microsoft Teams integration in SAP Service Cloud enables:
* Sharing workspaces (A) for collaborative case resolution.
* Handing over cases (B) to other agents via Teams.
* Creating appointments (C) in Teams calendars linked to case timelines.
* Sending emails (D) and outbound calls (E) are handled via Service Cloud tools, not Teams integration.
References:
* SAP Help Portal: Microsoft Teams Integration
* SAP Documentation: Collaboration with Teams

NEW QUESTION # 59
What can you do with Microsoft Teams integration? Note: There are 3 correct answers to this question.

A. Make outbound calls.
B. Share workspaces.
C. Send e-mails to customers.
D. Hand over cases.
E. Create appointments.

Answer: A,B,D

NEW QUESTION # 60
What can you do with Agent Desktop in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

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

Answer: B,D

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 # 61
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