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SAP C-C4H56I-34 Exam Syllabus Topics:

Topic	Details
Topic 1	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 2	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 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	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.

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q33-Q38):

NEW QUESTION # 33
Which configuration steps are mandatory to link customer e-mails with cases? Note: There are 2 correct answers to this question.

A. Assign the team responsible for handling cases.
B. Create a case routing rule.
C. Maintain and activate at least one e-mail channel.
D. Set up a rule to route the e-mail to the tenant's technical e-mail address.

Answer: B,C

Explanation:
To link customer e-mails with cases, you need to do the following configuration steps in SAP Service Cloud Version 2:
Maintain and activate at least one e-mail channel: You need to create an e-mail channel for each support e-mail address that you want to use to communicate with your customers. You also need to configure the settings for the e-mail channel, such as the technical e-mail address, the sender name, the sender e-mail address, and the reply-to e-mail address. You also need to verify and activate the e-mail channel, so that the incoming e-mails are forwarded from your company's e-mail server to the tenant's technical e-mail address.
Create a case routing rule: You need to create a case routing rule for each e-mail channel, to define how the incoming e-mails are processed and assigned to cases. You can specify the criteria for the case routing rule, such as the e-mail channel, the sender e-mail address, the subject, or the body of the e-mail.
You can also specify the actions for the case routing rule, such as creating a new case, updating an existing case, assigning a case type, assigning a team or a processor, or sending an auto-reply e-mail. References = Configuring Email, section Communication Channel Configuration - Email; Providing Expedited Service, section Inbound Email Linked to a Case.

NEW QUESTION # 34
What information can be maintained in the Related Objects facet of a case? Note: There are 3 correct answers to this question.

A. Products
B. Registered products
C. Registered products and installed bases related to the account only
D. Installed bases
E. Installation points

Answer: A,B,D

Explanation:
In the Related Objects facet of a case, you can maintain the following information:
Registered products: You can add registered products that are related to the case, such as the product that caused the issue, the product that needs to be repaired, or the product that needs to be replaced. You can also view the product details, such as the serial number, the warranty, the reading value, and the status.
Installed bases: You can add installed bases that are related to the case, such as the location where the product is installed, the configuration of the product, or the hierarchy of the product components. You can also view the installed base details, such as the ID, the description, the account, and the status.
Products: You can add products that are related to the case, such as the product that needs to be ordered, the product that needs to be delivered, or the product that needs to be invoiced. You can also view the product details, such as the ID, the description, the quantity, and the price. References = Solution Guide for SAP Service Cloud Version 2, section Related Objects.

NEW QUESTION # 35
Which actions are necessary to use installed bases in cases? Note: There are 2 correct answers to this question.

A. A customer needs to be assigned to the installed base.
B. At least one registered product must be assigned to the installed base.
C. An active service contract must be added to the installed base.
D. The installed base must be set to active status.

Answer: A,D

Explanation:
Prerequisites for using installed bases in cases:
* Assign Customer (A): Links the installed base to a business partner for context.
* Active Status (B): Only active installed bases can be referenced in cases.
Why other options are incorrect:
* C. Registered Product: Not mandatory (e.g., empty installed bases can exist).
* D. Service Contract: Optional for entitlements, not core to installed base usage.
References:
* SAP Help Portal: "Installed Base in Case Management".

NEW QUESTION # 36
Which of the following describe how access restrictions are governed in SAP Service Cloud Version 2?

A. You can decide if access rights override any restrictions you have defined.
B. Restricted access rights override any unrestricted access you have defined.
C. If the access rights are contradictory, the system automatically grants no access.
D. Unrestricted access rights override any restrictions you have defined.

Answer: B

Explanation:
Access restrictions follow the principle of "least privilege." If a user has both unrestricted and restricted access rights, the system enforces the restricted access (D) to ensure data security.
Why other options are incorrect:
* A, B, C: Contradict SAP's security model, where explicit restrictions take precedence.
References:
* SAP Security Guide: "Access Restriction Rules".

NEW QUESTION # 37
How can end users access the Customer Hub screen in Agent Desktop? Note: There are 2 correct answers to this question.

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

Answer: B,D

Explanation:
End users can access the Customer Hub in Agent Desktop:
* Manually via the menu (B): Agents navigate to the Customer Hub app to search for customers.
* Automatically during recognized calls (C): If the caller's number matches a known customer, the Customer Hub opens.
* Customer identification (A) is part of manual navigation, not a separate access method.
* Unknown callers (D) do not trigger automatic Customer Hub access.
References:
* SAP Help Portal: Customer Hub Access in Agent Desktop
* SAP Documentation: Automated Customer Hub Triggering

NEW QUESTION # 38
......

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Valid C-C4H56I-34 exam training material & cost-effective C-C4H56I-34 PDF files

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SAP C-C4H56I-34 Exam Syllabus Topics:

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q33-Q38):

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