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SAP C_C4H56I_34 Exam Syllabus Topics:

Topic	Details
Topic 1	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 2	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 3	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 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.

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q55-Q60):

NEW QUESTION # 55
You are configuring SAP Service Cloud Version 2 to automatically assign employees to a case. Which feature can help with this?

A. Prioritization settings
B. Escalation
C. Process for cases
D. Routing

Answer: D

NEW QUESTION # 56
Which milestone can you use for service levels?

A. Created-on date
B. Status
C. Initial review date
D. Warranty validity

Answer: C

NEW QUESTION # 57
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. The installed base must be set to active status.
D. An active service contract must be added to the installed base.

Answer: A,C

NEW QUESTION # 58
Which of the following are required to grant business user access? Note: There are 2 correct answers to this question.

A. User ID
B. Access restriction
C. Assignment to an organizational unit
D. Employee

Answer: A,C

Explanation:
To grant business user access in SAP Service Cloud:
* User ID (A): A unique identifier required for system authentication.
* Assignment to an Organizational Unit (D): Defines the user's scope of access within the organizational hierarchy.
Why other options are incorrect:
* B. Access Restriction: Governs data visibility but is not a prerequisite for access.
* C. Employee: While linking a user to an employee record is standard, it is not strictly mandatory for access (depends on configuration).
References:
* SAP Security Guide: "User Management".

NEW QUESTION # 59
Which attribute can you assign to a warranty?

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

Answer: B,C

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 # 60
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