RELIABLE C_C4H56I_34 TEST MATERIALS - C_C4H56I_34 VALID TEST SIMULATOR

Reliable C_C4H56I_34 Test Materials - C_C4H56I_34 Valid Test Simulator

Reliable C_C4H56I_34 Test Materials - C_C4H56I_34 Valid Test Simulator

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SAP C_C4H56I_34 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Service Elements: SAP Consultants delve into configuring service level agreements (SLAs) to copyright 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 2
  • 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.
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
  • 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 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.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q32-Q37):

NEW QUESTION # 32
Which objects can you assign when you create a user? Note: There are 2 correct answers to this question.

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

Answer: B,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 # 33
For which objects can you utilize categories in service catalogs? Note: There are 2 correct answers to this question.

  • A. Phone calls
  • B. Tasks
  • C. Cases
  • D. Registered products

Answer: C,D

Explanation:
In SAP Service Cloud Version 2, you use categories to capture and organize the services that your company wants to offer to create a hierarchical structure called a catalog. SAP Service Cloud Version 2 also uses the service categories that you create as attributes for Cases and Registered Products, meaning that you can have the system automatically match and direct incoming service requests (Cases) to the specific services in your catalog and supporting service teams. You can also maintain the service category determinations of Cases and Registered Products currently in process. References = Configuring Categories, Solution Guide for SAP Service Cloud Version 2


NEW QUESTION # 34
Which actions could you take to control the reaction times of a case? Note: There are 3 correct answers to this question.

  • A. Adjust the SLA.
  • B. Change the priority.
  • C. Assign a territory to the case.
  • D. Assign a different team to the case.
  • E. Escalate the case.

Answer: A,B,E


NEW QUESTION # 35
Which objects are determined when you are using case routing in SAP Service Cloud Version 2?Note: There are 2 correct answers to this question.

  • A. Employee
  • B. Account
  • C. Service team
  • D. Service category

Answer: C,D


NEW QUESTION # 36
Which attribute can you assign to a warranty?

  • A. Dates
  • B. Registered products
  • C. Non-covered categories
  • D. Duration

Answer: A,D

Explanation:
Dates: You can specify the start date and end date of the warranty, or choose to calculate them automatically based on the registered product's purchase date or installation date. You can also define grace periods before and after the warranty period.
Duration: You can define the duration of the warranty in days, months, or years, and choose whether to include or exclude weekends and holidays. You can also set up recurrence rules for warranties that renew periodically.
Non-covered categories: You can exclude certain service categories from the warranty coverage, such as damage, misuse, or wear and tear. You can also specify the non-covered charges, such as labor, parts, or travel expenses, that the customer has to pay in case of a non-covered service request.
Registered products: You can assign the warranty to one or more registered products, either manually or automatically based on product attributes, such as product ID, serial number, or product group. You can also assign the warranty to a registered product's parent or child products, such as components or accessories.
References = Creating a Warranty, Warranty Attributes


NEW QUESTION # 37
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