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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	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	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.
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.
Topic 7	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 (Q20-Q25):

NEW QUESTION # 20
Which of the following actions can be configured for autoflow? Note: There are 3 correct answers to this question.

A. Send info notifications
B. Send event notifications
C. Send object update
D. Send e-mails
E. Send event e-mail template

Answer: A,C,D

Explanation:
In Autoflow, you can configure the following actions:
* Send info notifications (A): Pop-up alerts or in-app notifications to agents.
* Send e-mails (B): Trigger emails to customers or internal stakeholders.
* Send object update (C): Modify fields or statuses of related objects (e.g., updating a case status).
* Event notifications (D) and event e-mail templates (E) are managed via workflow rules, not Autoflow.
References:
* SAP Help Portal: Autoflow Actions
* SAP Documentation: Configuring Autoflow

NEW QUESTION # 21
Which of the following account types can be used in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Channel partners
B. Individual customers
C. Contacts
D. Groups

Answer: A,B

Explanation:
In SAP Service Cloud V2, account types under Business Partner include:
* Individual customers (D): For B2C scenarios (e.g., end consumers).
* Channel partners (B): For distributors or partners involved in service delivery.
* Contacts (A) are part of business partner roles, not account types.
* Groups (C) refer to organizational units, not account classifications.
References:
* SAP Help Portal: Business Partner Configuration
* SAP Documentation: Account Types in Service Cloud

NEW QUESTION # 22
Which capability ensures service agents send e-mail responses with the correct corporate branding?

A. Determination rules
B. Workflow rules
C. Autoflow
D. E-mail templates

Answer: D

Explanation:
E-mail templates are used to define the fixed content (such as subject or disclaimer) andvariable parts (such as the form of address) of the email responses that service agents send to customers. E-mail templates can also be customized to include the corporate branding, such as logos, colors, fonts, and signatures, according to the needs of the service organization. E-mail templates can be created and maintained using the Configuring Email app in SAP Service Cloud Version 2. References = Configuring Email - SAP Learning, Maintain Email Templates | SAP Help Portal, Configuring Email Templates - SAP Customer Data Cloud, Configuring Email Templates | SAP Help Portal

NEW QUESTION # 23
Which of the following steps are required to set up SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Create organizational structure
B. Assign employee to organizational units
C. Log in with initial user
D. Create business role

Answer: A,D

NEW QUESTION # 24
Which configuration steps are mandatory to link customer e-mails with cases? Note: There are 2 correct answers to this question.

A. Set up a rule to route the e-mail to the tenant's technical e-mail address.
B. Create a case routing rule.
C. Maintain and activate at least one e-mail channel.
D. Assign the team responsible for handling cases.

Answer: B,C

Explanation:
To link customer e-mails with cases, you need to do the following configuration steps in SAP Service Cloud Version 2:
Maintain and activate at least one e-mail channel: You need to create an e-mail channel for each support e-mail address that you want to use to communicate with your customers. You also need to configure the settings for the e-mail channel, such as the technical e-mail address, the sender name, the sender e-mail address, and the reply-to e-mail address. You also need to verify and activate the e-mail channel, so that the incoming e-mails are forwarded from your company's e-mail server to the tenant's technical e-mail address.
Create a case routing rule: You need to create a case routing rule for each e-mail channel, to define how the incoming e-mails are processed and assigned to cases. You can specify the criteria for the case routing rule, such as the e-mail channel, the sender e-mail address, the subject, or the body of the e-mail.
You can also specify the actions for the case routing rule, such as creating a new case, updating an existing case, assigning a case type, assigning a team or a processor, or sending an auto-reply e-mail. References = Configuring Email, section Communication Channel Configuration - Email; Providing Expedited Service, section Inbound Email Linked to a Case.

NEW QUESTION # 25
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