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SAP C-C4H56-2411 Exam Syllabus Topics:

Topic
Details

Topic 1

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 2

Scenario Based Questions: This section evaluates the problem-solving abilities of a Solution Consultant and presents questions based on fictional scenarios to test comprehensive knowledge of SAP Service Cloud Version 2 in real-world contexts.

Topic 3

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 4

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 5

Personalization and Extensibility: This part assesses the expertise of a Solution Customization Expert and involves managing personalization, extension fields, validations, and determinations. It looks at how users can tailor and extend the system to meet specific business needs.

Topic 6

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 (Q40-Q45):

NEW QUESTION # 40
Which of the following configuration activities are part of SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Set scoping attributes
B. Set up Agent Desktop
C. Set up deals
D. Maintain case types

Answer: B,D

NEW QUESTION # 41
Which of the following can you use to explore released APIs?

A. SAP Business Accelerator Hub
B. SAP Application Interface Framework
C. SAP Integration Suite

Answer: A

Explanation:
The SAP Business Accelerator Hub is the primary tool for exploring released APIs for SAP solutions, including SAP Service Cloud V2. It provides a centralized repository to discover, test, and consume APIs. According to SAP documentation, "The SAP Business Accelerator Hub allows developers to explore and access released APIs for SAP cloud solutions." SAP Integration Suite (B) is used for integration but not for exploring APIs. SAP Application Interface Framework (C) is specific to SAP S/4HANA for interface management, not API exploration.
Reference:
SAP Help Portal: SAP Business Accelerator Hub
SAP Community: API Discovery in SAP Cloud Solutions

NEW QUESTION # 42
Which of the following elements are mandatory to create a new product? Note: There are 2 correct answers to this question.

A. Price
B. Unit of measure
C. Sales area data
D. Product group

Answer: B,D

Explanation:
When creating a new product in SAP Service Cloud V2, the Product group is mandatory to categorize the product within the system. The Unit of measure is also required to define how the product is quantified (e.g., pieces, kilograms). According to SAP documentation, "Creating a new product requires specifying the Product Group and Unit of Measure as mandatory fields." Price (B) is optional, as pricing may not apply to all products. Sales area data (C) is relevant for sales processes, not mandatory for product creation in Service Cloud.
Reference:
SAP Help Portal: Product Creation in SAP Service Cloud V2
SAP Community: Product Master Data Setup

NEW QUESTION # 43
Which access restriction types are available in SAP Service Cloud Version 2? Note: There are 3 correct answers to this question.

A. Restricted
B. No access
C. Unrestricted
D. Define specific restriction
E. Full access

Answer: B,C,D

NEW QUESTION # 44
Which of the following elements are mandatory to create a new product? Note: There are 2 correct answers to this question.

A. Price
B. Unit of measure
C. Sales area data
D. Product group

Answer: B,D

NEW QUESTION # 45
......

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