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SAP C-C4H56I-34 Exam Syllabus Topics:

Topic
Details

Topic 1

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 2

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.

Topic 3

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 4

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 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.

Topic 6

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 (Q69-Q74):

NEW QUESTION # 69
What information can be maintained in the Related Objects facet of a case? Note: There are 3 correct answers to this question.

A. Installed bases
B. Registered products and installed bases related to the account only
C. Installation points
D. Registered products
E. Products

Answer: A,C,D

NEW QUESTION # 70
Which actions are necessary to use installed bases in cases? Note: There are 2 correct answers to this question.

A. An active service contract must be added 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. A customer needs to be assigned to the installed base.

Answer: C,D

Explanation:
An installed base is a hierarchical arrangement of products that are located or installed at a customer's location. To use installed bases in cases, you need to perform the following actions:
Assign a customer to the installed base. This is done by adding the customer as an involved party in the installed base header. The customer is the owner of the installed base and the products within it.
Assign at least one registered product to the installed base. This is done by adding the registered product as an item in the installed base hierarchy. A registered product is an instance of a product that is associated with a specific customer. You can also assign products and functional locations (also known as installation points) to the installed base hierarchy. References = Using an Installed Base, Using Installed Bases and Registered Products, Explaining How to Provide Expedited Service, Set Up Guide for SAP Service Cloud Version 2 To effectively use installed bases in cases within SAP Service Cloud Version 2, it is necessary that "A customer needs to be assigned to the installed base," which links the installed base to a specific customer account, providing a clear context for service and support activities. Additionally, "At least one registered product must be assigned to the installed base" to define the scope of products or equipment covered under the installed base, enabling targeted and relevant service actions based on the specific products included.

NEW QUESTION # 71
Which of the following actions can a Service Agent execute from the case "More Action" button? Note: There are 3 correct answers to this question.

A. Mark as unread
B. Delete
C. Escalate
D. Handover
E. Summary

Answer: A,C,E

NEW QUESTION # 72
Which actions are prerequisites to utilize registered products? Note: There are 2 correct answers to this question.

A. Create customer records
B. Create an installed base
C. Activate the service in the business role
D. Create numeric ranges for customers

Answer: B,C

NEW QUESTION # 73
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. Notifications
C. Service categories
D. Case routing

Answer: D

NEW QUESTION # 74
......

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