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[General] C_C4H56_2411熱門認證 - C_C4H56_2411最新考古題

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【General】 C_C4H56_2411熱門認證 - C_C4H56_2411最新考古題

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SAP C_C4H56_2411 考試大綱：
主題簡介
主題 1
  • 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.
主題 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.
主題 3
  • Managing Clean Core: This part of the exam is designed for a Platform Optimization Lead and focuses on evaluating and applying clean core principles to customer experience solutions. It measures the ability to maximize business process agility, reduce adaptation efforts, and accelerate innovation.
主題 4
  • 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.
主題 5
  • 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.
主題 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.
主題 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.
主題 8
  • 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.
主題 9
  • 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.

最新的 SAP Certified Associate C_C4H56_2411 免費考試真題 (Q12-Q17):問題 #12
How can end users access the Customer Hub screen in Agent Desktop? Note: There are 2 correct answers to this question.
  • A. Manually by navigating into the Customer Hub app from the menu
  • B. Manually by performing a customer identification via Agent Desktop
  • C. Automatically when an incoming phone call from a known customer is accepted
  • D. Automatically when there is an incoming phone call
答案：B,C

問題 #13
Which tool can you use to rename the Accounts facet?
  • A. Workflow with action type field update
  • B. Language adaptation tool
  • C. Adaptation tool
  • D. Page layout
答案：B
解題說明：
To rename the Accounts facet in SAP Service Cloud V2, the Language adaptation tool is used. This tool allows administrators to modify labels and texts, including facet names, to align with business terminology or language requirements. According to SAP documentation, "The Language adaptation tool enables renaming of UI elements, such as facets, to customize the user interface." Page layout (A) controls the arrangement of fields, not renaming. Workflow with action type field update (B) updates field values, not facet names. Adaptation tool (C) is used for field and UI changes but not specifically for renaming facets.
Reference:
SAP Help Portal: Language Adaptation in SAP Service Cloud V2
SAP Learning: UI Customization Tools

問題 #14
Which of the following configuration activities are part of SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
  • A. Maintain case types
  • B. Set up deals
  • C. Set up Agent Desktop
  • D. Set scoping attributes
答案：A,C

問題 #15
Which element can you use in autoflows?
  • A. Service Contract
  • B. Service Level
  • C. Mashup
  • D. Appointment
答案：B

問題 #16
What is the only way to change an active case type?
  • A. Use the Draft status.
  • B. It is not possible to change an existing case type.
  • C. Copy an existing case type.
  • D. Perform the Create New Version action.
答案：D
解題說明：
In SAP Service Cloud Version 2, once a case type is active, it cannot be directly modified. The only way to change an active case type is to perform the Create New Version action. This action creates a new version of the case type, allowing administrators to make changes while preserving the original. According to SAP documentation, "To modify an active case type, you must create a new version using the Create New Version action, as direct changes to active case types are not permitted." It is not possible to change an existing case type (A) is incorrect, as creating a new version is allowed. Using the Draft status (B) applies to new case types, not active ones. Copying an existing case type (C) creates a separate case type, not a modification of the active one.
Reference:
SAP Help Portal: Case Type Configuration in SAP Service Cloud V2
SAP Learning: Managing Case Types

問題 #17
......
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