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SAP C_C4H56I_34 Exam Syllabus Topics:

Topic
Details

Topic 1

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 2

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 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

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.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q37-Q42):

NEW QUESTION # 37
Which master data is synchronized bidirectionally between SAP S/4HANA and SAP Service Cloud Version 2?

A. Account
B. Account hierarchy
C. Product
D. Employee

Answer: A

NEW QUESTION # 38
Which action should an administrator take to get a system bug fixed within SAP Service Cloud Version 2?

A. Report an issue via case
B. Send an e-mail to SAP Cloud Support
C. Implement the provided hotfix number
D. Create an incident

Answer: D

Explanation:
To get a system bug fixed within SAP Service Cloud Version 2, an administrator should create an incident and report the issue to SAP Cloud Support. An incident is a request for support that contains information about the problem, such as the system ID, priority, category, description, and attachments. Creating an incident is the recommended way to contact SAP Cloud Support and get a timely and effective resolution for the bug. SAP Cloud Support will then analyze the incident and provide a solution or a workaround, depending on the severity and complexity of the bug. Alternatively, an administrator can also report an issue via case, which is a similar process but with a different user interface. However, creating an incident is the preferred option as it provides more options and features for managing the support request. References = SAP Service Cloud Version 2 | SAP Help Portal, How are bugs fixed in a cloud system?| SAP Community

NEW QUESTION # 39
Which of the following are required to grant business user access? Note: There are 2 correct answers to this question.

A. Assignment to an organizational unit
B. Employee
C. User ID
D. Access restriction

Answer: B,C

NEW QUESTION # 40
You are rolling out SAP Service Cloud Version 2 to multiple countries. Which of the following must be completed for each different country? Note: There are 2 correct answers to this question.

A. Maintain organizational units
B. Maintain exchange rate
C. Enable country/region
D. Select country theme

Answer: A,C

NEW QUESTION # 41
What actions do you need to perform to create an incident for SAP Service Cloud Version 2? Note:
There are 2 correct answers to this question.

A. Log incident through SAP for Me
B. Activate Built-In Support
C. Log incident with SAP Service Cloud user ID
D. Create incident through Settings > Incident

Answer: A,B

Explanation:
Creating an incident in SAP Service Cloud Version 2 involves utilizing the built-in support framework provided by SAP. This framework is designed to streamline the process of reporting and managing issues directly within the SAP ecosystem. Logging an incident through the SAP for Me portal is a critical step in this process, as it serves as a centralized platform for customers to access various SAP services, including support and incident management. Additionally, activating the Built-In Support feature within the SAP Service Cloud environment enables users to directly report issues from within the application, ensuring that incidents are captured accurately and routed to the appropriate support channels for resolution

NEW QUESTION # 42
......

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