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C_C4H56I_34 SAP Certified Application Associate - SAP Service Cloud Version 2 Questions and Answers

Questions 4

What options are available to automatically assign an employee or team to a case? Note: There are 2

correct answers to this question.

Options:

A.

Define case types and assign responsible teams and employees.

B.

Set up rule(s) for case routing to employees.

C.

Set up rule(s) for case routing to teams.

D.

Set up rules with BRF+.

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Questions 5

Which services can be added to a business role? Note: There are 2 correct answers to this question.

Options:

A.

Maintenance plan

B.

Installed base

C.

Warranty

D.

Measurements

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Questions 6

Which of the following actions can be configured for autoflow? Note: There are 3 correct answers to

this question.

Options:

A.

Send info notifications

B.

Send e-mails

C.

Send object update

D.

Send event notifications

E.

Send event e-mail template

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Questions 7

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.

Options:

A.

Delete

B.

Summary

C.

Mark as unread

D.

Handover

E.

Escalate

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Questions 8

What is the only way to change an active case type?

Options:

A.

Copy an existing case type.

B.

Edit the name of the existing case type.

C.

It is not possible to change an existing case type.

D.

Execute the Create New Version action.

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Questions 9

Which of the following objects can you assign to an installed base at item level? Note: There are 2

correct answers to this question.

Options:

A.

Maintenance plan

B.

Product

C.

Registered product

D.

Warranty

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Questions 10

Which configuration steps are mandatory to link customer e-mails with cases? Note: There are 2

correct answers to this question.

Options:

A.

Set up a rule to route the e-mail to the tenant's technical e-mail address.

B.

Maintain and activate at least one e-mail channel.

C.

Assign the team responsible for handling cases.

D.

Create a case routing rule.

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Questions 11

How can you trigger an event notification based on a specific condition?

Options:

A.

Configure event management

B.

Implement SDK logic

C.

Configure integration setting

D.

Configure autoflow

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Questions 12

Which types of master data can be used in case routing? Note: There are 2 correct answers to this

question.

Options:

A.

Responsible employee

B.

Team

C.

Contact

D.

Account hierarchy

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Questions 13

Which objects are needed to create a registered product? Note: There are 2 correct answers to this

question.

Options:

A.

Installed base

B.

Product

C.

Customer

D.

Contract

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Questions 14

Which options can be used to control the access rights of a user? Note: There are 2 correct answers

to this question.

Options:

A.

Remove personal data from the business user

B.

Assign employee to organizational unit

C.

Assign restriction rules

D.

Create territory hierarchy levels

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Questions 15

Which of the following configuration activities are part of SAP Service Cloud Version 2? Note: There

are 2 correct answers to this question.

Options:

A.

Maintain case types

B.

Set scoping attributes

C.

Set up deals

D.

Set up Agent Desktop

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Questions 16

You are an administrator and want different user groups to have different fields access in the UI in

SAP Service Cloud Version 2. Which functionalities would you use to enable this? Note: There are 2 correct answers to this question.

Options:

A.

Auto flow

B.

Language adaptation

C.

Page layout

D.

Adaptation

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Questions 17

How can you adapt the status schema of a case type? Note: There are 2 correct answers to this

question.

Options:

A.

Add or remove statuses in the existing status schema.

B.

Create a new version of a status schema.

C.

Copy an existing status schema.

D.

Change the existing status schema.

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Questions 18

Which actions are necessary to use installed bases in cases? Note: There are 2 correct answers to

this question.

Options:

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.

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Questions 19

Which of the following parameters can be maintained by the administrator when configuring a new

e-mail channel? Note: There are 3 correct answers to this question.

Options:

A.

Channel type

B.

Mashup service

C.

Channel e-mail ID

D.

Case type

E.

Default account

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Questions 20

Which of the following objects can be displayed in the Timeline tabstrip in the Customer Hub? Note:

There are 2 correct answers to this question.

Options:

A.

Cases

B.

Installed base

C.

Contracts

D.

Calls

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Questions 21

Which of the following services can be activated in SAP Service Cloud Version 2? Note: There are 2

correct answers to this question.

Options:

A.

Live activity configuration

B.

Agent Desktop

C.

Initial user

D.

Templates

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Questions 22

Which user types are available within SAP Service Cloud Version 2? Note: There are 2 correct

answers to this question.

Options:

A.

Business

B.

Administration

C.

Technical

D.

Development

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Questions 23

You are rolling out SAP Service Cloud Version 2 to multiple countries. Which of the following must be

completed for each different country? Note: There are 2 correct answers to this question.

Options:

A.

Enable country/region

B.

Maintain exchange rate

C.

Maintain organizational units

D.

Select country theme

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Questions 24

Which of the following actions can a service agent perform in the Customer Hub in Agent Desktop?

Note: There are 3 correct answers to this question.

Options:

A.

Edit customer details

B.

Create a new e-mail message or a new case from the What Would You like to do? area

C.

Launch a customer survey

D.

View customer details

E.

Access interactions and notes in the timeline tab

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Exam Code: C_C4H56I_34
Exam Name: SAP Certified Application Associate - SAP Service Cloud Version 2
Last Update: Apr 16, 2024
Questions: 80

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