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Real SAP Certified Application Associate - SAP Service Cloud Version 2 Test Questions - C_C4H56I_34 Actual Torrent & SAP Certified Application Associate - SAP Service Cloud Version 2 Pdf Questions

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SAP C_C4H56I_34 Exam Syllabus Topics:

Topic
Details

Topic 1

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.

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

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 4

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 5

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.

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q10-Q15):

NEW QUESTION # 10
Which of the following are mandatory attributes when creating a case? Note: There are 2 correct answers to this question.

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

Answer: B,D

NEW QUESTION # 11
You are rolling out SAP Service Cloud Version 2 to multiple countries. Which of the following must be completed for each different country? Note: There are 2 correct answers to this question.

A. Enable country/region
B. Select country theme
C. Maintain exchange rate
D. Maintain organizational units

Answer: A,C

Explanation:
For multi-country rollouts:
* Enable Country/Region (A): Required to activate locale-specific settings (e.g., formats, legal requirements).
* Maintain Exchange Rate (B): Essential for financial transactions in local currencies.
Why other options are incorrect:
* C. Maintain Organizational Units: Can be global or reused across countries.
* D. Select Country Theme: Optional for UI customization, not mandatory.
References:
* SAP Implementation Guide: "Multi-Country Configuration".

NEW QUESTION # 12
Which of the following actions can a service agent perform in the Customer Hub in Agent Desktop?
Note: There are 3 correct answers to this question.

A. Create a new e-mail message or a new case from the What Would You like to do? area
B. Access interactions and notes in the timeline tab
C. Edit customer details
D. Launch a customer survey
E. View customer details

Answer: A,B,E

NEW QUESTION # 13
How can end users access the Customer Hub screen in Agent Desktop? Note: There are 2 correct answers to this question.

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

Answer: C,D

NEW QUESTION # 14
You have integrated Microsoft Teams with SAP Service Cloud Version 2.
Where can service agents start sharing workspaces for cases by clicking on the Share Workspace icon? Note: There are 2 correct answers to this question.

A. In Agent Desktop
B. In the interaction log
C. In the case
D. In the case worklist

Answer: A,C

Explanation:
With the integration of Microsoft Teams into SAP Service Cloud Version 2, service agents gain the ability to enhance collaboration around case management. The Share Workspace icon, a key feature of this integration, allows agents to initiate shared workspaces directly from a case or within the Agent Desktop environment.
This functionality facilitates real-time collaboration and communication among team members, making it easier to discuss case details, share insights, and collectively work towards resolutions, all within the familiar interface of Microsoft Teams

NEW QUESTION # 15
......

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