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SAP C_C4H56I_34 Exam Syllabus Topics:

Topic	Details
Topic 1	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 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	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 4	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 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.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q18-Q23):

NEW QUESTION # 18
Which services can be added to a business role? Note: There are 2 correct answers to this question.

A. Warranty
B. Measurements
C. Maintenance plan
D. Installed base

Answer: A,D

NEW QUESTION # 19
What functionality can be enabled to assist agents with case resolution?

A. Configure templates for responses.
B. Create and assign surveys to the case.
C. Integrate a knowledge base.
D. Integrate Microsoft Teams.

Answer: C

NEW QUESTION # 20
What is the only way to change an active case type?

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.

Answer: A,C

NEW QUESTION # 21
What can the categories in the service catalog be used for? Note: There are 3 correct answers to this question.

A. Service level determination
B. Case responsibility determination
C. To control validity of the service catalog
D. Business role assignment
E. A filter option for the case summary

Answer: A,B,E

Explanation:
Service catalog categories are used for:
* B. Service Level Determination: Maps categories to specific SLAs (e.g., priority, response time).
* C. Filter in Case Summary: Organizes cases by category for reporting and analysis.
* E. Case Responsibility Determination: Routes cases to teams/agents based on category expertise.
Why other options are incorrect:
* A. Validity Control: Managed via validity periods, not categories.
* D. Business Role Assignment: Governed by roles/organizational units, not categories.
References:
* SAP Help Portal: "Service Catalog Use Cases".

NEW QUESTION # 22
What can you do with Agent Desktop in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Create installed bases.
B. Create accounts and contacts.
C. Assign products to existing accounts.
D. Use a mashup to execute transactions in other SAP solutions.

Answer: A,D

NEW QUESTION # 23
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SAP C_C4H56I_34 Exam Syllabus Topics:

Newest SAP C_C4H56I_34 Practice Questions in PDF Format for Quick Preparation

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q18-Q23):

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