PASSLEADER C-C4H56I-34 PRACTICE MATERIALS: SAP CERTIFIED APPLICATION ASSOCIATE - SAP SERVICE CLOUD VERSION 2 ARE A WISE CHOICE - TESTKINGFREE

PassLeader C-C4H56I-34 Practice Materials: SAP Certified Application Associate - SAP Service Cloud Version 2 are a wise choice - TestKingFree

PassLeader C-C4H56I-34 Practice Materials: SAP Certified Application Associate - SAP Service Cloud Version 2 are a wise choice - TestKingFree

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SAP C-C4H56I-34 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Service Elements: SAP Consultants delve into configuring service level agreements (SLAs) to copyright 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 2
  • 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 3
  • 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 4
  • 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 5
  • 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.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q15-Q20):

NEW QUESTION # 15
Which field can be used to determine Service Level Agreements?

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

Answer: D

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 # 16
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. Create a new e-mail message or a new case from the What Would You like to do? area
  • B. Launch a customer survey
  • C. Access interactions and notes in the timeline tab
  • D. Edit customer details
  • E. View customer details

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 # 17
WWhich of the following are mandatory to maintain when you want to create a new business user?
Note: There are 2 correct answers to this question.

  • A. Business role
  • B. Organization
  • C. E-mail
  • D. Employee

Answer: A,D

Explanation:
When creating a new business user in SAP Service Cloud Version 2, it is mandatory to maintain certain key elements. "Employee" information is crucial as it links the user account to an individual's employee record within the organization, providing context and defining the user's position and role within the company.
Additionally, assigning a "Business role" is essential as it determines the access levels, permissions, and functionalities available to the user based on their responsibilities and tasks within the organization.


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 configured in fine-tuning.
  • B. A workflow rule was not scheduled to trigger the determination.
  • C. Service Level Agreements are not activated as a service.
  • D. The determination rules have been configured, but not activated.

Answer: A,D

Explanation:
For Service Level Agreements (SLAs) to be correctly derived in cases within SAP Service Cloud Version 2, they need to be properly configured and activated. A common reason for SLAs not being derived could be that they have not been configured in the fine-tuning settings of the system. This setup is crucial for defining the SLAs' parameters and how they apply to various cases. Another potential issue could be that the determination rules, although configured, were not activated. These rules are essential for the system to automatically apply the correct SLA based on the case's attributes. Without activation, the system cannot utilize these rules to determine and apply SLAs to cases.


NEW QUESTION # 19
You have created and activated a new case type, but you forgot to assign a service catalog to it. How can you assign a service catalog to your new case type?

  • A. Delete the Case Type and create a new Case Type with the required Service Catalog assigned to it.
  • B. It is not possible to change an existing Case Type, so deactivate it and create a new one.
  • C. Execute the Create New Version action from the existing Case Type, then enter the Service Catalog and activate the new version.
  • D. Deactivate the Case Type, assign the Service Catalog, save, and activate it again.

Answer: C

Explanation:
In SAP Service Cloud Version 2, when a new case type is created and activated without assigning a service catalog, the recommended approach to address this oversight is to utilize the "Create New Version" action.
This action allows administrators to create a new iteration of the existing case type, wherein the necessary service catalog can be assigned. Following the assignment of the service catalog, this new version of the case type can then be activated, effectively updating the case type configuration to include the previously omitted service catalog. This process ensures that the case type is correctly configured with all required components, including the service catalog, without the need to deactivate or delete the original case type


NEW QUESTION # 20
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