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C-C4H56-2411 Exam Blueprint, C-C4H56-2411 Reliable Exam Simulator

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C-C4H56-2411 Exam Blueprint, C-C4H56-2411 Reliable Exam Simulator

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SAP C-C4H56-2411 Exam Syllabus Topics:
TopicDetails
Topic 1
  • Service Objects: This section targets the proficiency of a Service Operations Specialist and covers the setup of service objects like Registered Products, Installed Base, and Warranty. It looks at how these elements are configured to support service management processes.
Topic 2
  • Scenario Based Questions: This section evaluates the problem-solving abilities of a Solution Consultant and presents questions based on fictional scenarios to test comprehensive knowledge of SAP Service Cloud Version 2 in real-world contexts.
Topic 3
  • Basic Setup This section of the exam measures the skills of a System Administrator and covers the initial configuration steps required to set up the SAP Service Cloud Version 2 system for the first time. It assesses the ability to perform foundational setup tasks to ensure the system is ready for use.
Topic 4
  • Service Elements: This part of the exam is designed for a Service Process Designer and covers the configuration of Service Level Agreements (SLAs), categories, and case routing. It assesses the ability to define and manage service elements that impact customer support workflows.
Topic 5
  • Personalization and Extensibility: This part assesses the expertise of a Solution Customization Expert and involves managing personalization, extension fields, validations, and determinations. It looks at how users can tailor and extend the system to meet specific business needs.
Topic 6
  • Master Data: This part evaluates the knowledge of a Data Management Specialist and focuses on setting up master data within the system. It includes configuring essential entities such as Account, Contact, Product, Organization, and employees to support business operations.| User Management: This domain tests the abilities of an Access Control Manager and involves managing the creation of users and business roles, including assigning the appropriate authorizations. It ensures the secure and efficient administration of user access within the platform.
Topic 7
  • Integration: This domain targets the skills of an Integration Architect and covers the various integration scenarios supported by SAP Service Cloud Version 2. It assesses the ability to connect the system with other applications and services.
Topic 8
  • Communication Channels: This section is intended for a Communication Solutions Specialist and covers the configuration of the Agent Desktop for Computer Telephony Integration (CTI) and Interaction Center processes. It also includes setting up the email communication channel for inbound and outbound scenarios.

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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q16-Q21):NEW QUESTION # 16
Which of the following are mandatory attributes when creating a case? Note: There are 2 correct answers to this question.
  • A. Installed base
  • B. Subject
  • C. Status
  • D. Case type
Answer: C,D

NEW QUESTION # 17
When using autoflow rules, which of the following do you need to consider? Note: There are 3 correct answers to this question.
  • A. Conditions can be based on standard fields.
  • B. Optimization from the back end is done automatically when too many autoflow rules exist.
  • C. Too many rules affect system performance.
  • D. Autoflow rules must be assigned to the business role.
  • E. Conditions can be based on extension fields.
Answer: A,C,E
Explanation:
When using autoflow rules in SAP Service Cloud V2, administrators must consider that conditions can be based on standard fields (e.g., case type, priority) to trigger automated actions. Too many rules can affect system performance, as excessive rules increase processing time. Additionally, conditions can be based on extension fields, allowing customization to meet specific business needs. According to SAP documentation, "Autoflow rules support conditions based on standard and extension fields, but administrators should monitor rule volume to avoid performance issues." Optimization from the back end (C) is not automatic for autoflow rules. Assigning autoflow rules to business roles (E) is not required, as rules are system-wide.
Reference:
SAP Help Portal: Autoflow Configuration in SAP Service Cloud V2
SAP Community: Best Practices for Autoflow Rules

NEW QUESTION # 18
Which action should an administrator take to get a system bug fixed within SAP Service Cloud Version 2?
  • A. Send an e-mail to SAP Cloud Support
  • B. Create an incident
  • C. Implement the provided hotfix number
  • D. Report an issue via case
Answer: B

NEW QUESTION # 19
What do you need to configure to access cases in SAP Service Cloud Version 2?
  • A. Assign the business service case to a business role.
  • B. Assign the employee to a case type.
  • C. Assign access rights directly to the user.
  • D. Create access rights for read mode.
Answer: A
Explanation:
To access cases in SAP Service Cloud V2, the business service case must be assigned to a business role. Business roles define the permissions and access rights for users, including access to specific objects like cases. According to SAP documentation, "Assign the business service case to a business role" is a critical step to ensure users have the necessary permissions to view and manage cases.
Creating access rights for read mode (B) is not a standard configuration step for case access. Assigning the employee to a case type (C) is related to routing, not access. Assigning access rights directly to the user (D) is not supported, as access is managed through business roles.
Reference:
SAP Help Portal: Business Role Configuration in SAP Service Cloud V2
SAP Learning: Access Management in SAP Service Cloud

NEW QUESTION # 20
What steps must an administrator perform to enable the phone channel in Agent Desktop? Note: There are 2 correct answers to this question.

  • A. Add the phone channel to the live interaction widget.
  • B. Integrate with a third-party Computer Telephony Integrator (CTI) provider.
  • C. Add a mashup service in Agent Desktop.
  • D. Obtain API token credentials from the CTI provider.
Answer: A,B

NEW QUESTION # 21
......
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