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極速下載C_C4H56I_34通過考試 &考題全覆蓋SAP C_C4H56I_34

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SAP C_C4H56I_34 考試大綱：

主題
簡介

主題 1

• 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.

主題 2

• 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.

主題 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.

主題 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.

 

最新的 SAP Certified Application Associate C_C4H56I_34 免費考試真題 (Q53-Q58):

問題 #53
How can end users access the Customer Hub screen in Agent Desktop? Note: There are 2 correct answers to this question.

• A. Manually by performing a customer identification via Agent Desktop
• B. Automatically when there is an incoming phone call
• C. Manually by navigating into the Customer Hub app from the menu
• D. Automatically when an incoming phone call from a known customer is accepted

答案：A,D

 

問題 #54
Which objects are needed to create a registered product? Note: There are 2 correct answers to this question.

• A. Customer
• B. Installed base
• C. Product
• D. Contract

答案：A,C

解題說明：
To create a registered product in SAP Service Cloud Version 2, you need the following objects:
Product: This is the generic definition of the product that you want to register. It contains the basic information such as the name, description, category, and price of the product. You can create products in the Products work center, under the Products view.
Customer: This is the individual or organization that owns the registered product. It can be either an account or an individual customer. You can create customers in the Customers work center, under the Accounts or Individual Customers view.
The other objects are not mandatory for creating a registered product, but they can be used to provide additional information or functionality. For example:
Installed base: This is a collection of registered products that belong to the same customer and are located at the same site. It can be used to group and manage related registered products more easily. You can create installed bases in the Installed Base work center, under the Installed Base view.
Contract: This is an agreement between the customer and the service provider that defines the terms and conditions of the service delivery. It can be used to determine the service entitlements and pricing for the registered product. You can create contracts in the Contracts work center, under the Contracts view.
References =
Creating a Registered Product - SAP Learning, slide 3-4
Solution Guide for SAP Service Cloud Version 2, page 31-32

 

問題 #55
What are the prerequisites for integrating external systems into Agent Desktop? Note: There are 2 correct answers to this question.

• A. Machine learning
• B. SAP Build Apps
• C. SAP Event Mesh
• D. SAP Cloud Integration

答案：C,D

解題說明：
To integrate external systems into Agent Desktop, you need to have SAP Event Mesh and SAP Cloud Integration as prerequisites. SAP Event Mesh is a cloud-based event bus that enables applications to communicate with each other using events. SAP Cloud Integration is a cloud-based integration platform that allows you to connect your applications with other SAP and non-SAP cloud and on-premise applications.
These components enable you to create mashups that integrate external system functions into Agent Desktop, such as creating service orders and service quotations in SAP S/4HANA or SAP S/4HANA Cloud Service Management. References = Integrate External SAP Systems into Agent Desktop with Mashups | SAP Help Portal, Introducing Agent Desktop in SAP Service Cloud Version 2 - openSAP Microlearning

 

問題 #56
Which of the following are required to grant business user access? Note: There are 2 correct answers to this question.

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

答案：C,D

解題說明：
To grant business user access in SAP Service Cloud:
* User ID (A): A unique identifier required for system authentication.
* Assignment to an Organizational Unit (D): Defines the user's scope of access within the organizational hierarchy.
Why other options are incorrect:
* B. Access Restriction: Governs data visibility but is not a prerequisite for access.
* C. Employee: While linking a user to an employee record is standard, it is not strictly mandatory for access (depends on configuration).
References:
* SAP Security Guide: "User Management".

 

問題 #57
You are an administrator and want different user groups to have different fields access in the UI in SAP Service Cloud Version 2. Which functionalities would you use to enable this? Note: There are 2 correct answers to this question.

• A. Page layout
• B. Auto flow
• C. Language adaptation
• D. Adaptation

答案：A,D

 

問題 #58
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