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[General] Valid C_C4H56_2411 Real Test, C_C4H56_2411 Exam Price

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【General】 Valid C_C4H56_2411 Real Test, C_C4H56_2411 Exam Price

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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q63-Q68):NEW QUESTION # 63
Service agents working on a specific case type in SAP Service Cloud Version 2 need to access and perform defined actions in an external solution. What steps must an administrator perform to make this possible? Note: There are 3 correct answers to this question.
  • A. Define a custom screen for the mashup.
  • B. Use the web page URL of the external solution for extracting input parameters in the mashup.
  • C. Create a mashup to embed the web page of the external solution.
  • D. Develop a custom business object.
  • E. Include a dedicated step pointing to the mashup in one of the phases of the case type.
Answer: B,C,E
Explanation:
To enable service agents to access and perform actions in an external solution for a specific case type, administrators must create a mashup to embed the web page of the external solution to integrate it into the Agent Desktop. They should use the web page URL of the external solution for extracting input parameters in the mashup to pass case-specific data. Additionally, including a dedicated step pointing to the mashup in one of the phases of the case type ensures agents can access the external solution during case processing. According to SAP documentation, "Creating a mashup, configuring its URL parameters, and integrating it into the case type via a dedicated step are required for external solution access." Developing a custom business object (A) is unnecessary for this scenario. Defining a custom screen for the mashup (D) is not a standard requirement.
Reference:
SAP Help Portal: Mashup Configuration in SAP Service Cloud V2
SAP Community: External Solution Integration

NEW QUESTION # 64
What steps are required to determine the GOLD service level? Note: There are 2 correct answers to this question.
  • A. Create and activate a new service level called 'GOLD' for escalated cases.
  • B. Create and activate a service level determination rule where the condition is: WHEN Priority == 'Immediate' THEN Service Level is GOLD
  • C. Create and activate a new service level called 'GOLD' in the Case Designer.
  • D. Create and activate a service level determination rule where the condition is: WHEN Escalation Status == 'ESCALATED' THEN Service Level is GOLD
Answer: B,C
Explanation:
To determine the GOLD service level in SAP Service Cloud V2, administrators must create and activate a new service level called 'GOLD' in the Case Designer to define the SLA parameters. Additionally, a service level determination rule must be created and activated with the condition WHEN Priority == 'Immediate' THEN Service Level is GOLD to assign the GOLD service level based on case priority. According to SAP documentation, "Creating and activating a service level in the Case Designer and defining determination rules with conditions like Priority are required to apply the GOLD service level." Creating a service level for escalated cases (C) is too specific and not a standard step. A rule based on Escalation Status (D) is possible but not the primary condition described for GOLD service level determination.
Reference:
SAP Help Portal: Service Level Configuration in SAP Service Cloud V2
SAP Community: SLA Determination Rules

NEW QUESTION # 65
Which of the following actions do you need to perform to receive inbound calls in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
  • A. Activate the native CTI.
  • B. Purchase an additional CTI license.
  • C. Use a CTI widget to connect the CTI solution.
  • D. Deactivate Live Activity Center.
Answer: A,C
Explanation:
To receive inbound calls in SAP Service Cloud V2, administrators must activate the native CTI (Computer Telephony Integration) to enable telephony capabilities. Additionally, a CTI widget must be used to connect the CTI solution to the Agent Desktop, allowing agents to handle calls. According to SAP documentation, "Activating native CTI and configuring the CTI widget are required to enable inbound call handling." Deactivating Live Activity Center (A) is not relevant to inbound calls. Purchasing an additional CTI license (D) may depend on the provider but is not a mandatory configuration step.
Reference:
SAP Help Portal: CTI Configuration in SAP Service Cloud V2
SAP Community: Inbound Call Setup

NEW QUESTION # 66
Which services can be added to a business role? Note: There are 2 correct answers to this question.
  • A. Warranty
  • B. Maintenance plan
  • C. Measurements
  • D. Installed base
Answer: A,D

NEW QUESTION # 67
Which of the following parameters can be maintained by the administrator when configuring a new email channel? Note: There are 3 correct answers to this question.
  • A. Channel type
  • B. Channel email ID
  • C. Case type
  • D. Reply to default
  • E. Mashup service
Answer: A,C,D

NEW QUESTION # 68
......
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