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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	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 3	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 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.
Topic 6	Service Objects: This topic introduces SAP Consultants to the creation and customization of service objects that facilitate the management of specific service requests. Linking service objects to cases is also discussed, ensuring effective organization and improved case handling in the service lifecycle.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q72-Q77):

NEW QUESTION # 72
Which of the following apply when accessing a new SAP Service Cloud Version 2 tenant? Note: There are 2 correct answers to this question.

A. The administrator must create an initial user in order to log in to the tenant for the first time.
B. Any test tenant needs to be purchased separately.
C. The business settings will need to be activated for the tenant.
D. The customer will need to provision new tenants through SAP for Me.

Answer: C,D

Explanation:
Option C is correct because the customer will need to provision new tenants through SAP for Me, which is a self-service portal that provides access to SAP products, services, and support12.
Option D is correct because the business settings will need to be activated for the tenant, which enables the tenant to use the features and functions of SAP Service Cloud Version 23.
Option A is incorrect because the administrator does not need to create an initial user in order to log in to the tenant for the first time. The initial user is created automatically by SAP and the credentials are sent to the customer via email3.
Option B is incorrect because any test tenant does not need to be purchased separately. The customer can choose to purchase a test tenant along with the production tenant, or request a test tenant later through SAP for Me2. References = Defining the Scope - SAP Learning Solution Guide for SAP Service Cloud Version 2 Version 2 Onboarding Guide for SAP Service Cloud Set Up Guide for SAP Service Cloud Version 2 - SAP Online Help

NEW QUESTION # 73
Service agents working on a specific case type in SAP Service Cloud Version 2 need to access and perform defined actions in an external solution. What steps must an administrator perform to make this possible? Note: There are 3 correct answers to this question.

A. Create a mashup to embed the web page of the external solution.
B. Use the web page URL of the external solution for extracting input parameters in the
C. Define a custom screen for the mashup.
D. Develop a custom business object.
E. Include a dedicated step pointing to the mashup in one of the phases of the case type.

Answer: A,B,E

Explanation:
mashup

NEW QUESTION # 74
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 restriction rules
D. Assign employee to organizational unit

Answer: B,C

NEW QUESTION # 75
Which of the following actions can be configured for autoflow? Note: There are 3 correct answers to this question.

A. Send e-mails
B. Send info notifications
C. Send object update
D. Send event e-mail template
E. Send event notifications

Answer: A,B,C

Explanation:
In Autoflow, you can configure the following actions:
* Send info notifications (A): Pop-up alerts or in-app notifications to agents.
* Send e-mails (B): Trigger emails to customers or internal stakeholders.
* Send object update (C): Modify fields or statuses of related objects (e.g., updating a case status).
* Event notifications (D) and event e-mail templates (E) are managed via workflow rules, not Autoflow.
References:
* SAP Help Portal: Autoflow Actions
* SAP Documentation: Configuring Autoflow

NEW QUESTION # 76
Which master data is synchronized bidirectionally between SAP S/4HANA and SAP Service Cloud Version 2?

A. Product
B. Account hierarchy
C. Account
D. Employee

Answer: C

Explanation:
According to the SAP Service Cloud Version 2 documents and learning resources, the master data that is synchronized bidirectionally between SAP S/4HANA and SAP Service Cloud Version 2 is Account. Account is a master data object that represents a business partner, such as a customer, a competitor, or a supplier, in SAP Service Cloud Version 2. Account can be replicated from SAP S/4HANA to SAP Service Cloud Version
2, and vice versa, using the integration package SAP Sales Cloud and SAP Service Cloud Version 2 Integration for Master Data with SAP S/4HANA or SAP S/4HANA Cloud. The integration package uses the OData service API_BUSINESS_PARTNER to exchange account data between the two systems.

NEW QUESTION # 77
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