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[General] Study SAP C-C4H56-2411 Group & C-C4H56-2411 Examcollection Dumps Torrent

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【General】 Study SAP C-C4H56-2411 Group & C-C4H56-2411 Examcollection Dumps Torrent

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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
  • 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.
Topic 3
  • 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 4
  • Cases: This domain measures the skills of a Business Process Analyst and focuses on the configuration of document types, party roles, status schemas, and business flows. It evaluates the understanding of case management and process structuring within the system.
Topic 5
  • 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 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
  • 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 8
  • 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.

SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q76-Q81):NEW QUESTION # 76
Which of the following apply when accessing a new SAP Service Cloud Version 2 tenant? Note: There are 2 correct answers to this question.
  • A. The administrator must create an initial user in order to log in to the tenant for the first time.
  • B. Any test tenants need to be purchased separately.
  • C. The customer needs to provision new tenants.
  • D. The business settings need to be activated for the tenant.
Answer: B,C

NEW QUESTION # 77
Which configuration steps are mandatory to link customer e-mails with cases? Note: There are 2 correct answers to this question.
  • A. Maintain and activate at least one e-mail channel.
  • B. Assign the team responsible for handling cases.
  • C. Create a case routing rule.
  • D. Set up a rule to route the e-mail to the tenant's technical e-mail address.
Answer: A,C

NEW QUESTION # 78
Which of the following AI features can you activate in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
  • A. Validation Rules
  • B. Product Proposal
  • C. Similar Case Recommendation
  • D. Email Drafter
Answer: C,D
Explanation:
SAP Service Cloud V2 includes AI features to enhance agent productivity. The Email Drafter uses AI to generate draft email responses based on case context, improving efficiency. Similar Case Recommendation leverages AI to suggest related cases, helping agents resolve issues faster by referencing past solutions. According to SAP documentation, "AI features like Email Drafter and Similar Case Recommendation are available to streamline service processes." Product Proposal (B) is a feature in SAP Sales Cloud, not Service Cloud V2. Validation Rules (D) are not AI-driven but part of standard configuration.
Reference:
SAP Help Portal: AI Features in SAP Service Cloud V2
SAP Community: AI Capabilities in Service Cloud

NEW QUESTION # 79
Which of the following elements do you need to be able to use Microsoft Teams in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
  • A. Email integration
  • B. Cases
  • C. Outbound calls
  • D. Microsoft Office 365 license
Answer: C,D

NEW QUESTION # 80
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. Purchase a license.
  • B. Integrate a knowledge base.
  • C. Set up knowledge base articles in SAP Service Cloud Version 2.
  • D. Configure the relevant integration flow.
Answer: B,C
Explanation:
To give service agents access to knowledge base articles in SAP Service Cloud V2, administrators must set up knowledge base articles within the system to create and manage content. Additionally, integrating a knowledge base (e.g., with SAP Knowledge Management or a third-party solution) is required to make articles accessible. According to SAP documentation, "Setting up knowledge base articles and integrating a knowledge base are key steps to enable agent access." Purchasing a license (C) may be necessary for third-party solutions but is not a configuration step. Configuring the relevant integration flow (D) is part of integration but not always mandatory, depending on the knowledge base solution.
Reference:
SAP Help Portal: Knowledge Base Configuration in SAP Service Cloud V2
SAP Community: Knowledge Management Setup

NEW QUESTION # 81
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