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2025 C_C4H56I_34 Exam Materials - High Pass-Rate SAP SAP Certified Application Associate - SAP Service Cloud Version 2 - C_C4H56I_34 Valid Test Duration

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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

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

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 4

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 5

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 6

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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C_C4H56I_34 Valid Test Duration, Visual C_C4H56I_34 Cert Exam

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q19-Q24):

NEW QUESTION # 19
Which of the following are mandatory attributes when creating a case? Note: There are 2 correct answers to this question.

A. Case type
B. Installed base
C. Subject
D. Status

Answer: A,C

Explanation:
When creating a case, mandatory attributes include:
* Case type (D): Defines the process, fields, and workflows for the case.
* Subject (C): A brief description of the case's purpose.
* Status (B) is typically auto-populated (e.g., "Open") but can be configured as mandatory.
* Installed base (A) is optional unless tied to specific service scenarios.
References:
* SAP Help Portal: Case Management Configuration
* SAP Documentation: Mandatory Case Attributes

NEW QUESTION # 20
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. Installation points
C. Registered products and installed bases related to the account only
D. Installed bases
E. Registered products

Answer: B,D,E

NEW QUESTION # 21
Which options can be used to control the access rights of a user? Note: There are 2 correct answers to this question.

A. Remove personal data from the business user
B. Create territory hierarchy levels
C. Assign restriction rules
D. Assign employee to organizational unit

Answer: C,D

Explanation:
To control the access rights of a user, you can use the following options:
Assign employee to organizational unit: By assigning an employee to an organizational unit, you can define the scope and responsibility of the user within the organizational structure. The organizational unit determines the access rights of the user to the data and transactions related to that unit, such as cases, service orders, contracts, and products. For example, you can assign a service agent to a specific service team or region, and restrict their access to the cases assigned to that team or region.
Assign restriction rules: By assigning restriction rules to a business role, you can further limit the access rights of the user to the data and transactions based on certain criteria, such as status, priority, category, or territory. Restriction rules can be applied to read and write access, and can be defined for different business objects, such as cases, service orders, contracts, and products. For example, you can assign a restriction rule to a business role that allows the user to read only the cases with high priority, or to write only the cases with open status.
References = Setting up user access rights and restrictions, Org Structure To control the access rights of a user in SAP Service Cloud Version 2, one can "Assign an employee to an organizational unit," which sets the user's access level based on their role within the organizational structure.
This ensures that users have access only to the information and functions relevant to their position. Another method is to "Assign restriction rules," which allows for the specification of detailed access controls based on various criteria, further refining what users can see and do within the system, ensuring data security and compliance with business policies.

NEW QUESTION # 22
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. Service orders
B. Maintenance plan
C. Cases
D. Registered products

Answer: C,D

Explanation:
The Entities facet of the Customer Hub screen can display the following objects: Cases, Registered Products, Installed Bases, and Service Contracts. These objects are related to the customer and can provide useful information for service agents. Cases are requests for support that contain details about the customer issue and the resolution process. Registered Products are items that the customer has purchased or registered with the company. Installed Bases are collections of registered products that are installed at a specific location. Service Contracts are agreements that define the terms and conditions of the service delivery for the customer. References = Creating a Case Type, Explaining the Support for the Customer Service Process

NEW QUESTION # 23
Which of the following objects can be replicated from SAP Service Cloud Version 2 to SAP S/4HANA? Note: There are 2 correct answers to this question.

A. Contacts
B. Products
C. Service contracts
D. Registered products

Answer: A,D

NEW QUESTION # 24
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