(PDF) SAP Certified Application Associate C_C4H56I_34 Exam and Certification Test Engine
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NEW QUESTION # 15
Which objects are needed to create a registered product? Note: There are 2 correct answers to this question.
- A. Contract
- B. Customer
- C. Installed base
- D. Product
Answer: B,D
Explanation:
To create a registered product in SAP Service Cloud Version 2, you need the following objects:
Product: This is the generic definition of the product that you want to register. It contains the basic information such as the name, description, category, and price of the product. You can create products in the Products work center, under the Products view.
Customer: This is the individual or organization that owns the registered product. It can be either an account or an individual customer. You can create customers in the Customers work center, under the Accounts or Individual Customers view.
The other objects are not mandatory for creating a registered product, but they can be used to provide additional information or functionality. For example:
Installed base: This is a collection of registered products that belong to the same customer and are located at the same site. It can be used to group and manage related registered products more easily. You can create installed bases in the Installed Base work center, under the Installed Base view.
Contract: This is an agreement between the customer and the service provider that defines the terms and conditions of the service delivery. It can be used to determine the service entitlements and pricing for the registered product. You can create contracts in the Contracts work center, under the Contracts view.
References =
Creating a Registered Product - SAP Learning, slide 3-4
Solution Guide for SAP Service Cloud Version 2, page 31-32
NEW QUESTION # 16
Which access restriction types are available in SAP Service Cloud Version 2? Note: There are 3 correct answers to this question.
- A. Full access
- B. Unrestricted
- C. Define specific restriction
- D. Restricted
- E. No access
Answer: B,C,D
Explanation:
Access restriction types are used to define the level of access that a business role has for a business service.
There are three access restriction types available in SAP Service Cloud Version 2:
Unrestricted: This means that the business role has full access to all the data related to the business service, regardless of the ownership or the organizational unit.
Define specific restriction: This means that the business role has access to the data related to the business service based on certain criteria, such as the employee responsible, the territory, the account team, or the service organization. You can define the specific restriction rules for each business service in the business role details.
Restricted: This means that the business role has no access to the data related to the business service.
The business service is not visible or editable for the business role. References = Set Up Guide for SAP Service Cloud Version 2, page 10; Solution Guide for SAP Service Cloud Version 2, page 11
NEW QUESTION # 17
Which elements are used to calculate the due dates defined in Service Level Agreements? Note:
There are 2 correct answers to this question.
- A. Working calendar
- B. Maintenance plan
- C. Service contract
- D. Operating hours
Answer: A,D
Explanation:
The due dates defined in Service Level Agreements are calculated based on the following elements:
Working calendar: This is a calendar that defines the working days and hours for a specific country or region. It also includes the public holidays and other non-working days for that location. The working calendar is used to determine the actual duration of a service level objective, excluding the non-working time12.
Operating hours: This is a time interval that defines the availability of a service team or an individual employee. It specifies the start and end time of the working hours for each dayof the week. The operating hours are used to determine the actual response time of a service level objective, excluding the time when the service team or employee is not available3 .
The service contract and the maintenance plan are not elements that are used to calculate the due dates defined in Service Level Agreements. The service contract is an agreement between a service provider and a customer that defines the scope, terms, and conditions of the service delivery. The maintenance plan is a schedule that defines the frequency and type of maintenance activities for an installed base object.
References = 1: Working Calendar - SAP Online Help, 2: Configuring a Service Level Agreement - SAP Learning, 3: Operating Hours - SAP Online Help, : [Using Service Level Agreements - SAP Learning], :
[Service Contract - SAP Online Help], : [Maintenance Plan - SAP Online Help]
NEW QUESTION # 18
You have configured the Service Level Agreements and their determination rules, but they are not derived in the case. Which of the following could be a reason for this? Note: There are 2 correct answers to this question.
- A. Service Level Agreements are not activated as a service.
- B. The determination rules have been configured but not activated.
- C. A workflow rule was not scheduled to trigger the determination.
- D. Service Level Agreements are not configured in fine-tuning.
Answer: A,D
NEW QUESTION # 19
Which of the following objects can be replicated from SAP Service Cloud Version 2 to SAP S/4HANA? Note: There are 2 correct answers to this question.
- A. Contacts
- B. Products
- C. Registered products
- D. Service contracts
Answer: A,C
NEW QUESTION # 20
What options are available to automatically assign an employee or team to a case? Note: There are 2 correct answers to this question.
- A. Set up rule(s) for case routing to teams.
- B. Set up rule(s) for case routing to employees.
- C. Define case types and assign responsible teams and employees.
- D. Set up rules with BRF+.
Answer: A,B
Explanation:
According to the SAP Service Cloud Version 2 documents and learning resources, you can use the following options to automatically assign an employee or team to a case:
Set up rule(s) for case routing to employees. You can configure case routing rules to assign cases to specific employees based on various attributes of the case, such as subject, priority, channel, or category. You can also use master data such as account, contact, product, or organization as attributes for case routing rules. You can maintain case routing rules for employees in the Settings > Cases > Case Routing to Employees view.
Set up rule(s) for case routing to teams. You can also configure case routing rules to assign cases to teams based on the same attributes as for employees. You can maintain case routing rules for teams in the Settings > Cases > Case Routing to Team view.
The other options are not correct because:
Define case types and assign responsible teams and employees. You can define case types to model different types of service workflows based on your business processes. You can add phases, steps, approvals, and automated flows to each case type. However, defining case types and assigning responsible teams and employees does not automatically assign an employee or team to a case. You still need to set up case routing rules to do that.
Set up rules with BRF+. BRF+ is a tool that allows you to create and maintain business rules in a graphical user interface. You can use BRF+ to define complex rules for various scenarios, such as pricing, output management, or workflow. However, BRF+ is not used to automatically assign an employee or team to a case in SAP Service Cloud Version 2. You need to use case routing rules for that purpose. References = Configuring Case Routing Rules, Creating a Case Type, Business Rule Framework plus (BRFplus)
NEW QUESTION # 21
To which objects can you assign employees in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Response templates
- B. Registered products
- C. Service levels
- D. Accounts
Answer: B,D
NEW QUESTION # 22
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.
- A. Case type
- B. Default account
- C. Channel type
- D. Channel e-mail ID
- E. Mashup service
Answer: A,B,C
NEW QUESTION # 23
What are the prerequisites for integrating external systems into Agent Desktop? Note: There are 2 correct answers to this question.
- A. SAP Build Apps
- B. Machine learning
- C. SAP Event Mesh
- D. SAP Cloud Integration
Answer: A,D
NEW QUESTION # 24
What steps must the administrator perform to give service agents access to knowledge base articles? Note: There are 2 correct answers to this question.
- A. Maintain the knowledge base provider settings in SAP Service Cloud Version 2.
- B. Configure the relevant integration flow.
- C. Set up knowledge base articles in SAP Service Cloud Version 2.
- D. Obtain API token credentials from the knowledge base provider.
Answer: A,D
NEW QUESTION # 25
Which of the following configuration activities are part of SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Set up Agent Desktop
- B. Set scoping attributes
- C. Set up deals
- D. Maintain case types
Answer: A,D
Explanation:
The following configuration activities are part of SAP Service Cloud Version 2:
Maintain case types: You can maintain case types to define the different categories of cases that you handle in your service organization. You can specify the name, description, priority, status, and other attributes for each case type. You can also assign case types to service categories and service levels.
Set up Agent Desktop: You can set up Agent Desktop to customize the user interface and the functionality of the solution. You can configure the layout, the navigation, the cards, the widgets, the actions, the timeline, the quick create, and the search options for the Agent Desktop. References = Configuring Case Types, section Maintain Case Types; Configuring Agent Desktop, section Set Up Agent Desktop.
Configuration activities in SAP Service Cloud Version 2 include a range of tasks designed to tailor the system to specific business processes and requirements. "Maintaining case types" is a critical activity that involves defining and configuring the different categories of customer inquiries and issues that can be logged in the system. This configuration is essential for organizing, tracking, and managing cases efficiently. Another important configuration activity is "Setting up Agent Desktop," which involves customizing the user interface and functionalities available to service agents. This setup is crucial for ensuring that agents have access to the necessary tools, information, and workflows to effectively resolve customer cases.
NEW QUESTION # 26
What is the only way to change an active case type?
- A. It is not possible to change an existing case type.
- B. Execute the Create New Version action.
- C. Edit the name of the existing case type.
- D. Copy an existing case type.
Answer: A,D
NEW QUESTION # 27
Which tool can you use to rename the cases facet?
- A. Adaptation tool
- B. Workflow with action type field update
- C. Page layout
- D. Language adaptation tool
Answer: D
Explanation:
The language adaptation tool allows you to rename the labels of UI elements, such as thecases facet, in different languages. You can access the tool from the user menu by clicking on Settings and then Language Adaptation. You can select the language and the scope of the adaptation, and then search for the label you want to change. You can also export and import the adaptations as CSV files. References = Solution Guide for SAP Service Cloud Version 2, page 16.
The language adaptation tool allows you to rename the labels of UI elements, such as the cases facet, in different languages. You can access the tool from the user menu by clicking on Settings and then Language Adaptation. You can select the language and the scope of the adaptation, and then search for the label you want to change. You can also export and import the adaptations as CSV files. References = Solution Guide for SAP Service Cloud Version 2, page 16.
NEW QUESTION # 28
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. Summary
- B. Delete
- C. Handover
- D. Mark as unread
- E. Escalate
Answer: A,D,E
Explanation:
According to the SAP Service Cloud Version 2 documents and learning resources, the following actions can be executed by a Service Agent from the case "More Action" button:
Summary. This action allows the Service Agent to create a summary of the case, which is a concise and informative description of the case details, such as the subject, the priority, the status, the category, the resolution, and the next steps. The summary can be used to communicate the case progress to the customer or to other stakeholders.
Mark as unread. This action allows the Service Agent to mark the case as unread, which means that the case will appear as new in the Agent Desktop and will require the Service Agent's attention. This action can be used to remind the Service Agent to follow up on the case or to delegate the case to another Service Agent.
Escalate. This action allows the Service Agent to escalate the case to a higher level of authority or expertise, such as a manager or a specialist. The escalation can be triggered manually by the Service Agent or automatically by the system based on predefined criteria, such as the case priority, the SLA, or the customer satisfaction. The escalation can also involve sending notifications, changing the case status, or reassigning the case to another team or employee.
The other options are not correct because:
Delete. This action is not available from the case "More Action" button. Deleting a case is a permanent action that removes the case and all its related data from the system. Deleting a case can only be done by an administrator or a user with the appropriate authorization in the Cases work center.
Handover. This action is not available from the case "More Action" button. Handing over a case is a temporary action that transfers the ownership and responsibility of the case to another Service Agent for a specific period of time. Handing over a case can be done by the Service Agent or by the system based on predefined rules in the Settings > Cases > Case Handover view. References = Using Agent Desktop with SAP Service Cloud, Creating a Case Type, Configuring Case Escalation, Configuring Case Handover
NEW QUESTION # 29
What can you do with Agent Desktop in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Use a mashup to execute transactions in other SAP solutions.
- B. Create accounts and contacts.
- C. Create installed bases.
- D. Assign products to existing accounts.
Answer: A,B
Explanation:
According to the SAP Service Cloud Version 2 documents and learning resources, you can do the following things with Agent Desktop in SAP Service Cloud Version 2:
Create accounts and contacts. Agent Desktop allows you to create and maintain master data for accounts and contacts, which are essential for managing customer relationships and service requests. You can also view and edit the account hierarchy, the contact roles, and the communication preferences of the accounts and contacts.
Use a mashup to execute transactions in other SAP solutions. Agent Desktop enables you to integrate with other SAP solutions, such as SAP S/4HANA Service, SAP Field Service Management, or SAP Marketing Cloud, by using mashups. Mashups are web pages that are embedded in the Agent Desktop and can pass input parameters from the service objects, such as cases, tickets, or registered products, to the external solutions. You can use mashups to perform actions in the external solutions, such as creating a service order, scheduling a service appointment, or launching a marketing campaign, without leaving the Agent Desktop.
The other options are not correct because:
Creating installed bases is not possible with Agent Desktop in SAP Service Cloud Version 2. Installed bases are collections of products that are installed at a customer site and require service or maintenance.
Installed bases are created and managed in the Installed Base work center, which is not part of the Agent Desktop.
Assigning products to existing accounts is not possible with Agent Desktop in SAP Service Cloud Version 2. Products are items that are sold or serviced by your company, and they can be assigned to accounts or contacts as attributes. Products are assigned and maintained in the Products work center, which is not part of the Agent Desktop. References = Introducing Agent Desktop in SAP Service Cloud Version 2, Using Agent Desktop with SAP Service Cloud, Description SAP Service Cloud Version 2 Feature Scope, Agent Console Add-On for SAP Service Cloud Agent Desktop in SAP Service Cloud Version 2 is a versatile tool that enables service agents to perform a variety of tasks efficiently. Among its capabilities, creating accounts and contacts directly from the interface stands out as a fundamental feature, allowing agents to manage customer information seamlessly.
Additionally, the Agent Desktop supports the use of mashups, which are integrations with external applications or web content. These mashups enable agents to execute transactions or access data in other SAP solutions without leaving the Agent Desktop environment, thereby enhancing productivity and providing a unified user experience
NEW QUESTION # 30
Where can you find existing cases in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. In the product page
- B. In the case worklist by choosing the Case app from the menu
- C. In the My Cases Summary card available in the home page
- D. In the cases settings view
Answer: B,C
NEW QUESTION # 31
Which of the following features are available in the adaptation tool? Note: There are 2 correct answers to this question.
- A. Create a new URL mashup
- B. Change the field label
- C. Add a new button
- D. Add a new field
Answer: C,D
NEW QUESTION # 32
Which configuration can you use to trigger a warning message based on custom logic?
- A. Create a validation
- B. Create a determination
- C. Create an autoflow
- D. Create a page layout
Answer: A
Explanation:
A validation is a type of custom logic that enables you to generate error or warning messages in the system based on specific conditions. You can create a validation using the Custom Logic app and write your custom code using ABAP for key users. You can also test your validation using predefined test variants. For example, you can create a validation that triggers a warning message if the priority of a case is high and the due date is more than 10 days away. References = Working with Validations in the Service Cloud V2 Using Code Blocks; Custom Logic
NEW QUESTION # 33
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 event e-mail template
- E. Send e-mails
Answer: A,B,E
Explanation:
Autoflow is a feature that allows you to define rules that trigger actions based on certain conditions and events.
You can configure three types of actions for autoflow: send info notifications, send e-mails, and send event notifications. Send info notifications are messages that appear in the user interface of SAP Service Cloud Version 2 to inform users about the status of a process or an entity. Send e-mails are messages that are sent to external recipients, such as customers or partners, using predefined e-mail templates. Send event notifications are messages that are sent to integrated solutions, such as SAP Marketing Cloud or SAP Sales Cloud, using predefined event templates. You cannot configure autoflow to send object updates or event e-mail templates.
Object updates are changes that are made to the fields or attributes of an entity, such as a case or a service order. Event e-mail templates are e-mail templates that are used to send event notifications to integrated solutions. To configure object updates, you need to use the administration tool. To configure event e-mail templates, you need to use the event management tool. References = Solution Guide for SAP Service Cloud Version 2, section "Autoflow", page 34.
NEW QUESTION # 34
What options are available to automatically assign an employee or team to a case? Note: There are 2 correct answers to this question.
- A. Set up rule(s) for case routing to teams.
- B. Set up rule(s) for case routing to employees.
- C. Define case types and assign responsible teams and employees.
- D. Set up rules with BRF+.
Answer: A,B
NEW QUESTION # 35
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.
- A. Launch a customer survey
- B. Create a new e-mail message or a new case from the What Would You like to do? area
- C. View customer details
- D. Edit customer details
- E. Access interactions and notes in the timeline tab
Answer: C,D,E
Explanation:
In the Customer Hub in Agent Desktop, a service agent can perform the following actions:
Edit customer details: The agent can update the customer's personal and business information, such as name, address, phone number, email, account, and contact person. The agent can also add or remove tags to the customer1.
View customer details: The agent can see the customer's basic information, such as name, address, phone number, email, account, and contact person. The agent can also see the customer's tags, which are keywords that help to categorize and identify the customer1.
Access interactions and notes in the timeline tab: The agent can view the chronological history of interactions with the customer, such as cases, calls, emails, chats, surveys, and visits. The agent can also see the notes that were added by other agents or by the customer2.
The agent cannot perform the following actions in the Customer Hub in Agent Desktop:
Create a new e-mail message or a new case from the What Would You like to do? area: This action can only be done from the Communication Panel, which is a separate area in the Agent Desktop that shows the incoming and outgoing communication items, such as emails, calls, chats, and messages3.
Launch a customer survey: This action can only be done from the Survey tabstrip, which is a separate tabstrip in the Customer Hub that shows the surveys that were sent to or received from the customer. The agent can launch a new survey from this tabstrip by selecting a survey template and a communication channel4.
References = 1: Customer Hub - SAP Online Help, 2: Timeline - SAP Online Help, 3: [Communication Panel
- SAP Online Help], 4: [Survey - SAP Online Help]
NEW QUESTION # 36
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. Notifications
- B. SLA
- C. Case routing
- D. Service categories
Answer: C
Explanation:
Case routing is a feature that allows you to define rules for automatically assigning cases to teams or employees based on certain attributes, such as the product, channel, priority, or subject of the case. You can use case routing to ensure that all cases with a specific product that has a known fault are routed to the escalation team, who can handle them with higher priority and expertise. You can configure case routing rules in SAP Service Cloud Version 2 by going to Settings -> Cases -> Case Routing to Team or Case Routing to Employees. References = Configuring Case Routing Rules, page 2 and 3.
NEW QUESTION # 37
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.
- A. Calls
- B. Installed base
- C. Cases
- D. Contracts
Answer: C,D
Explanation:
The Timeline tabstrip in the Customer Hub of SAP Service Cloud Version 2 is designed to provide a chronological view of significant interactions and milestones related to a customer. Among the various objects that can be displayed in this timeline, Cases and Contracts are pivotal. Cases represent individual customer inquiries or issues that have been logged, tracked, and resolved over time. Contracts, on the other hand, document the formal agreements between the service provider and the customer, outlining the scope of services, terms, and conditions. These elements are crucial for a comprehensive view of the customer's history, enabling service agents to deliver informed, contextual, and efficient support
NEW QUESTION # 38
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