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SAP C_C4H56I_34 Exam Syllabus Topics:

Topic
Details

Topic 1

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 2

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 3

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.

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 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 6

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 7

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.

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q54-Q59):

NEW QUESTION # 54
Which objects can you assign when you create a user? Note: There are 2 correct answers to this question.

A. Business role
B. User profile
C. Employee role
D. Security policy

Answer: A,C

Explanation:
When you create a user in SAP Service Cloud Version 2, you can assign two objects: a business role and an employee role. A business role defines the access rights and the user interface layout for a user. An employee role defines the organizational unit and the reporting line for a user. You cannot assign a security policy or a user profile when you create a user. A security policy defines the password rules and the login restrictions for a user. A user profile defines the personal settings and preferences for a user. These objects are either assigned automatically or configured by the user themselves. References = Creating Business Roles; Set Up Guide for SAP Service Cloud Version 2, page 9

NEW QUESTION # 55
You want to assign employees to multiple organizational units. Which action needs to be performed to achieve this?

A. Acquire an additional license for the required add-on.
B. Enable the Primary flag in the organization unit.
C. Assign employees directly to different organizational objects.
D. Assign the employee at company level.

Answer: C

Explanation:
To assign employees to multiple organizational units, you need to assign them directly to different organizational objects. This can be done by creating positions that incorporate the organizational units and then assigning the employees to those positions. The Primary flag in the organization unit is used to indicate the main organizational unit for an employee or a manager, but it does not prevent them from being assigned to other organizational units. Acquiring an additional license for the required add-on is not relevant for this scenario. Assigning the employee at company level is not sufficient to assign them to multiple organizational units, as the company level is the root of the organizational structure and does not reflect the specific functions or teams of the employees. References = Setting Up a Service Organization, Create an Org Unit

NEW QUESTION # 56
You are setting up an organizational structure for a new implementation. Which of the following is possible while performing this task?

A. Make sure that each organizational unit can have only one function at a time.
B. Use the Reporting Line function for selection.
C. Assign an employee to several organizational units.
D. Make sure an organizational node can only be set up with a replication process from the back end.

Answer: B,C

Explanation:
To set up an organizational structure for a new implementation, the following options are possible:
* Assign an employee to several organizational units. This is possible by using the Employee Assignment function in the Organizational Management work center. An employee can be assigned to multiple organizational units with different validity periods and functions. For example, an employee can be a sales representative in one unit and a service agent in another unit.
* Use the Reporting Line function for selection. This is possible by using the Reporting Line function in the Organizational Management work center. This function allows the administrator to select an organizational unit and display its reporting line, which shows the hierarchical relationship between the unit and its parent and child units. The administrator can also edit the reporting line by adding, removing, or changing the position of the units. References =
* Setting up an organizational structure - SAP Learning, section Assigning Employees to Organizational Units, slide 8-9
* Set Up Guide for SAP Service Cloud Version 2, section Organizational Structure, page 11-12

NEW QUESTION # 57
Which of the following are required to grant business user access? Note: There are 2 correct answers to this question.

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

Answer: B,D

NEW QUESTION # 58
Which of the following objects can be displayed in the Entities facet of the Customer Hub screen?
Note: There are 2 correct answers to this question.

A. Service orders
B. Cases
C. Maintenance plan
D. Registered products

Answer: B,D

NEW QUESTION # 59
......

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