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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	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 3	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 4	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 5	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.

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q44-Q49):

NEW QUESTION # 44
Which services can be added to a business role? Note: There are 2 correct answers to this question.

A. Installed base
B. Maintenance plan
C. Measurements
D. Warranty

Answer: A,C

Explanation:
In SAP Service Cloud Version 2, "Installed Base" and "Measurements" are two of the services that can be added to a business role. The Installed Base service allows for the management and tracking of a customer's installed products or equipment, enabling service agents to have a comprehensive view of the customer's assets for better service and support. The Measurements service, on the other hand, enables the tracking and recording of various metrics or performance indicators related to the installed base or service processes. This service is crucial for monitoring performance, ensuring quality, and making informed decisions based on empirical data.

NEW QUESTION # 45
Which capability ensures service agents send e-mail responses with the correct corporate branding?

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

Answer: A

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 # 46
Which of the following are mandatory attributes when creating a case? Note: There are 2 correct answers to this question.

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

Answer: A,D

Explanation:
When creating a case, you need to enter the mandatory attributes that are marked with an asterisk (*) in the user interface. These attributes are status and subject. Status indicates the current state of the case, such as new, in process, or completed. Subject is a brief description of the case that helps to identify and categorize it.
Installed base and case type are optional attributes that you can use to provide more information about the case, such as the customer's assets or the nature of the service request. References = Solution Guide for SAP Service Cloud Version 2, section "Cases"

NEW QUESTION # 47
Which of the following are mandatory attributes when creating a case? Note: There are 2 correct answers to this question.

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

Answer: A,B

NEW QUESTION # 48
Service agents working on a specific case type in SAP Service Cloud Version 2 need to access and perform defined actions in an external solution. What steps must an administrator perform to make this possible? Note: There are 3 correct answers to this question.

A. Define a custom screen for the mashup.
B. Create a mashup to embed the web page of the external solution.
C. Include a dedicated step pointing to the mashup in one of the phases of the case type.
D. Use the web page URL of the external solution for extracting input parameters in the
E. Develop a custom business object.

Answer: B,C,D

Explanation:
mashup

NEW QUESTION # 49
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