SAP New C-C4H56I-34 Exam Labs: SAP Certified Application Associate - SAP Service Cloud Version 2 & Latest SAP Certification Training

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SAP C-C4H56I-34 Exam Syllabus Topics:

Topic	Details
Topic 1	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 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.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q28-Q33):

NEW QUESTION # 28
Which access restriction types are available in SAP Service Cloud Version 2? Note: There are 3 correct answers to this question.

A. Define specific restriction
B. Full access
C. No access
D. Unrestricted
E. Restricted

Answer: C,D,E

NEW QUESTION # 29
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. The installed base must be set to active status.
C. At least one registered product must be assigned to the installed base.
D. An active service contract must be added to the installed base.

Answer: A,B

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 # 30
Which of the following objects can be displayed in the Entities facet of the Customer Hub screen?
Note: There are 2 correct answers to this question.

A. Maintenance plan
B. Registered products
C. Cases
D. Service orders

Answer: C,D

Explanation:
The Entities facet in the Customer Hub displays transactional objects linked to the customer:
* Service orders (B): Track service delivery or repairs.
* Cases (C): Record customer issues and resolutions.
* Maintenance plans (A) and registered products (D) appear in other facets (e.g., Assets).
References:
* SAP Help Portal: Customer Hub Entities Facet
* SAP Documentation: Entities Facet Configuration

NEW QUESTION # 31
You have determined that one of your products has a known fault. You want to ensure that all cases with that product are automatically assigned to the escalation team. Which feature in SAP Service Cloud Version 2 would you use to do this?

A. SLA
B. Case routing
C. Notifications
D. Service categories

Answer: B

Explanation:
Case routing is a feature that allows you to define rules for automatically assigning cases to teams or employees based on certain attributes, such as the product, channel, priority, or subject of the case. You can use case routing to ensure that all cases with a specific product that has a known fault are routed to the escalation team, who can handle them with higher priority and expertise. You can configure case routing rules in SAP Service Cloud Version 2 by going to Settings -> Cases -> Case Routing to Team or Case Routing to Employees. References = Configuring Case Routing Rules, page 2 and 3.

NEW QUESTION # 32
Which action should an administrator take to get a system bug fixed within SAP Service Cloud Version 2?

A. Send an e-mail to SAP Cloud Support
B. Create an incident
C. Report an issue via case
D. Implement the provided hotfix number

Answer: B

Explanation:
To get a system bug fixed within SAP Service Cloud Version 2, an administrator should create an incident and report the issue to SAP Cloud Support. An incident is a request for support that contains information about the problem, such as the system ID, priority, category, description, and attachments. Creating an incident is the recommended way to contact SAP Cloud Support and get a timely and effective resolution for the bug. SAP Cloud Support will then analyze the incident and provide a solution or a workaround, depending on the severity and complexity of the bug. Alternatively, an administrator can also report an issue via case, which is a similar process but with a different user interface. However, creating an incident is the preferred option as it provides more options and features for managing the support request. References = SAP Service Cloud Version 2 | SAP Help Portal, How are bugs fixed in a cloud system?| SAP Community

NEW QUESTION # 33
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