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SAP C_C4H56_2411 Exam Syllabus Topics:

Topic
Details

Topic 1

• Communication Channels: This section is intended for a Communication Solutions Specialist and covers the configuration of the Agent Desktop for Computer Telephony Integration (CTI) and Interaction Center processes. It also includes setting up the email communication channel for inbound and outbound scenarios.

Topic 2

• Integration: This domain targets the skills of an Integration Architect and covers the various integration scenarios supported by SAP Service Cloud Version 2. It assesses the ability to connect the system with other applications and services.

Topic 3

• Service Objects: This section targets the proficiency of a Service Operations Specialist and covers the setup of service objects like Registered Products, Installed Base, and Warranty. It looks at how these elements are configured to support service management processes.

Topic 4

• Master Data: This part evaluates the knowledge of a Data Management Specialist and focuses on setting up master data within the system. It includes configuring essential entities such as Account, Contact, Product, Organization, and employees to support business operations.| User Management: This domain tests the abilities of an Access Control Manager and involves managing the creation of users and business roles, including assigning the appropriate authorizations. It ensures the secure and efficient administration of user access within the platform.

Topic 5

• Service Elements: This part of the exam is designed for a Service Process Designer and covers the configuration of Service Level Agreements (SLAs), categories, and case routing. It assesses the ability to define and manage service elements that impact customer support workflows.

Topic 6

• Basic Setup This section of the exam measures the skills of a System Administrator and covers the initial configuration steps required to set up the SAP Service Cloud Version 2 system for the first time. It assesses the ability to perform foundational setup tasks to ensure the system is ready for use.

Topic 7

• Managing Clean Core: This part of the exam is designed for a Platform Optimization Lead and focuses on evaluating and applying clean core principles to customer experience solutions. It measures the ability to maximize business process agility, reduce adaptation efforts, and accelerate innovation.

 

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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q51-Q56):

NEW QUESTION # 51
Which of the following are the correct types of usage of an installed base? Note: There are 2 correct answers to this question.

• A. Tracking measuring points
• B. Assigning warranties
• C. Tracking installed assets
• D. Assigning to a case

Answer: C,D

Explanation:
In SAP Service Cloud Version 2, an installed base is used to manage customer equipment and assets. Tracking installed assets is a primary function, as it allows organizations to maintain a record of customer-owned products or equipment, including details like serial numbers and locations. Assigning to a case is another key usage, enabling service agents to link a case to a specific installed base for accurate service delivery and tracking. According to SAP documentation, "An installed base represents a grouping of products installed at a customer location and can be associated with cases for service requests." Tracking measuring points (A) is related to equipment monitoring in SAP S/4HANA, not a direct function of installed bases in Service Cloud V2. Assigning warranties (C) is managed through registered products, not installed bases.
Reference:
SAP Help Portal: Installed Base Management in SAP Service Cloud V2
SAP Learning: Asset and Installed Base Configuration

 

NEW QUESTION # 52
What functionality can you use to grant user access to an SAP S/4HANA transaction in SAP Service Cloud Version 2 as an administrator? Note: There are 2 correct answers to this question.

• A. Configure the relevant action
• B. Mashup
• C. Business flow
• D. Custom entity

Answer: A,B

 

NEW QUESTION # 53
To which objects can you assign employees in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

• A. Service levels
• B. Response templates
• C. Accounts
• D. Registered products

Answer: C,D

 

NEW QUESTION # 54
Which options can be used to control the access rights of a user? Note: There are 2 correct answers to this question.

• A. Create territory hierarchy levels
• B. Remove personal data from the business user
• C. Assign employee to organizational unit
• D. Assign restriction rules

Answer: C,D

 

NEW QUESTION # 55
Which screenshots show the correct configuration activities to meet the requirements for incoming service issues? Note: There are 2 correct answers to this question, scroll down to view all possible answer options.

• A.
• B.
• C.
• D.

Answer: C,D

 

NEW QUESTION # 56
......

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