QUIZ 2025 SAP C_C4H56I_34: AUTHORITATIVE VALID SAP CERTIFIED APPLICATION ASSOCIATE - SAP SERVICE CLOUD VERSION 2 EXAM TESTKING

Quiz 2025 SAP C_C4H56I_34: Authoritative Valid SAP Certified Application Associate - SAP Service Cloud Version 2 Exam Testking

Quiz 2025 SAP C_C4H56I_34: Authoritative Valid SAP Certified Application Associate - SAP Service Cloud Version 2 Exam Testking

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SAP C_C4H56I_34 Exam Syllabus Topics:

TopicDetails
Topic 1
  • 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 2
  • 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 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
  • 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.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q35-Q40):

NEW QUESTION # 35
You cannot access cases in SAP Service Cloud Version 2. What could be the reason?

  • A. The employee is not assigned to the correct business role.
  • B. Access rights are directly assigned to the business user.
  • C. Access rights for cases are limited to read access.
  • D. Access to the Case app is NOT enabled for the business user.

Answer: A,D

Explanation:
You cannot access cases in SAP Service Cloud Version 2 if you do not have the appropriate access rights or permissions. There are two possible reasons for this: either access to the Case app is not enabled for the business user, or the employee is not assigned to the correct business role. Access to the Case app is enabled by adding the Case work center and the relevant work center views to the business role assigned to the business user. The business role defines the functional scope and access rights of the user for specific tasks and operations. If the business user does not have the Case work center or the necessary work center views in their business role, they will not be able to access cases in SAP Service Cloud Version 2. Alternatively, the employee may have the Case work center and work center views in their business role, but they may not be assigned to the correct business role in the first place. The business role assignment is done in the Employee work center, where the administrator can assign one or more business roles to each employee. If the employee is not assigned to the business role that has the Case work center and work center views, they will not be able to access cases in SAP Service Cloud Version 2. References = Creating Business Roles, section "How to Add a Work Center to a Business Role" and "How to Add a Work Center View to a Business Role"; Assigning Business Roles to Employees, section "How to Assign a Business Role to an Employee"


NEW QUESTION # 36
Which types of master data can be used in case routing? Note: There are 2 correct answers to this question.

  • A. Responsible employee
  • B. Team
  • C. Contact
  • D. Account hierarchy

Answer: A,B


NEW QUESTION # 37
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. Use the web page URL of the external solution for extracting input parameters in the mashup
  • B. Define a custom screen for the mashup.
  • C. Include a dedicated step pointing to the mashup in one of the phases of the case type.
  • D. Create a mashup to embed the web page of the external solution.
  • E. Develop a custom business object.

Answer: A,C,D

Explanation:
According to the SAP Service Cloud Version 2 learning resources, to enable service agents to access and perform actions in an external solution, such as SAP S/4HANA Service, from a specific case type, the administrator has to do the following steps:
Create a mashup to embed the web page of the external solution. A mashup is a way to integrate data or functionality from another web application into SAP Service Cloud Version 2. The mashup can be configured to pass input parameters from the case to the external solution, such as the case ID, the account ID, or the product ID.
Use the web page URL of the external solution for extracting input parameters in the mashup. The web page URL of the external solution is the source of the mashup, and it can be used to define the input parameters that the mashup will send to the external solution. For example, if the web page URL of the external solution is https://s4hana-service.com/create-order?caseId={caseId}&accountId={accountId}, then the mashup can use the placeholders {caseId} and {accountId} to extract the values from the case and pass them to the external solution.
Include a dedicated step pointing to the mashup in one of the phases of the case type. A case type is a template that defines the phases and steps that a case goes through from creation to closure. A step is a specific action that a service agent can perform on a case, such as sending an email, creating a task, or launching a mashup. By including a dedicated step pointing to the mashup in one of the phases of the case type, the administrator can enable the service agents to access the external solution from the case screen.
The other options are not correct because:
Developing a custom business object is not necessary to access an external solution from a case type. A custom business object is a way to extend the data model of SAP Service Cloud Version 2 by creating new entities and fields that are not available in the standard solution.
Defining a custom screen for the mashup is not required to access an external solution from a case type.
A custom screen is a way to create a new user interface for a custom business object or a standard business object that has been extended with custom fields. A mashup does not need a custom screen, as it uses the web page of the external solution as its user interface. References = Integrating SAP Customer Service, Service Operations and Field Service, Solution Guide for SAP Service Cloud Version
2


NEW QUESTION # 38
Which objects can you assign to an installed base? Note: There are 2 correct answers to this question.

  • A. Registered product
  • B. Customer
  • C. Maintenance plan
  • D. Warranty

Answer: A,C

Explanation:
You can assign maintenance plans and registered products to an installed base. A maintenance plan defines the schedule and scope of service activities for an installed base or a registered product. A registered product is an instance of a product that is associated with a specific customer. You can create and assign maintenance plans and registered products using the Installed Base work center. References = Using an Installed Base, page
4 and 7.


NEW QUESTION # 39
Which of the following features are available in the adaptation tool? Note: There are 2 correct answers to this question.

  • A. Change the field label
  • B. Add a new field
  • C. Create a new URL mashup
  • D. Add a new button

Answer: B,D


NEW QUESTION # 40
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