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Free PDF SAP - Marvelous C-C4H56I-34 - Valid SAP Certified Application Associate - SAP Service Cloud Version 2 Exam Voucher

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SAP C-C4H56I-34 Exam Syllabus Topics:

Topic
Details

Topic 1

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 2

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 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

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 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.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q33-Q38):

NEW QUESTION # 33
Which of the following blocks are available in the validation editor? Note: There are 2 correct answers to this question.

A. Workflow
B. Action
C. Message
D. Condition

Answer: B,D

NEW QUESTION # 34
Which actions are prerequisites to utilize registered products? Note: There are 2 correct answers to this question.

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

Answer: A,D

NEW QUESTION # 35
Which field can be used to determine Service Level Agreements?

A. Event in case
B. Reading value of a registered product
C. Custom field
D. Account role

Answer: C

Explanation:
You can use a custom field to determine Service Level Agreements (SLAs) in SAP Service Cloud Version 2.
A custom field is a user-defined field that can be added to various objects, such as accounts, cases, products, or service levels. You can use custom fields to store additional information that is not available in the standard fields. You can also use custom fields as criteria for SLA determination, by creating rules based on the values of the custom fields. For example, you can create a custom field called "Customer Type" and assign different values to it, such as "VIP", "Regular", or "New". Then, you can create rules that assign different SLAs based on the customer type. This way, you can customize the SLAs according to your business needs and customer preferences. References = Configuring Service Levels, section Maintain Rules for SLA Determination; Creating Custom Fields, section Create Custom Fields.

NEW QUESTION # 36
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.

A. Maintain exchange rate
B. Enable country/region
C. Maintain organizational units
D. Select country theme

Answer: B,C

NEW QUESTION # 37
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. Escalate
B. Summary
C. Mark as unread
D. Delete
E. Handover

Answer: A,B,C

NEW QUESTION # 38
......

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