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[General] Free C_C4H56_2411 Vce Dumps, Exam C_C4H56_2411 Blueprint

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【General】 Free C_C4H56_2411 Vce Dumps, Exam C_C4H56_2411 Blueprint

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SAP C_C4H56_2411 Exam Syllabus Topics:
TopicDetails
Topic 1
  • 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.
Topic 2
  • 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 3
  • 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 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
  • 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 6
  • 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 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.

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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q12-Q17):NEW QUESTION # 12
How can you adapt the status schema of a case type? Note: There are 2 correct answers to this question.
  • A. Change the existing status schema.
  • B. Add or remove statuses in the existing status schema.
  • C. Use code list restrictions.
  • D. The status schema cannot be adapted.
Answer: A,B
Explanation:
In SAP Service Cloud V2, the status schema of a case type can be adapted by changing the existing status schema to modify the sequence or behavior of statuses. Administrators can also add or remove statuses in the existing status schema to tailor the case lifecycle to business needs. According to SAP documentation, "The status schema of a case type can be adapted by modifying the existing schema or adding/removing statuses as required." The status schema cannot be adapted (A) is incorrect, as adaptations are supported. Code list restrictions (D) limit dropdown values, not status schema changes.
Reference:
SAP Help Portal: Case Type Configuration in SAP Service Cloud V2
SAP Learning: Status Schema Management

NEW QUESTION # 13
Which of the following actions do you need to grant access to the relevant service objects? Note: There are 2 correct answers to this question.
  • A. Assign a business role to a service organization
  • B. Set up the case designer with the assignment step employee
  • C. Assign a business role to an employee
  • D. Assign a business role to a user
Answer: C,D
Explanation:
To grant access to service objects (e.g., cases) in SAP Service Cloud V2, administrators must assign a business role to a user to define their permissions for accessing specific objects. Similarly, assigning a business role to an employee ensures the employee has the necessary access rights linked to their user account. According to SAP documentation, "Access to service objects is granted by assigning business roles to users or employees." Assigning a business role to a service organization (B) is not a standard action, as roles are assigned to individuals. Setting up the case designer with the assignment step employee (D) is for case routing, not object access.
Reference:
SAP Help Portal: Business Role Assignment in SAP Service Cloud V2
SAP Learning: Access Management for Service Objects

NEW QUESTION # 14
Which of the following rule options can be implemented to automatically assign a case?
  • A. Validation
  • B. BRF+
  • C. Autoflow
  • D. Case routing
Answer: C,D
Explanation:
Automatic case assignment in SAP Service Cloud V2 can be achieved using Case routing rules, which allow administrators to define conditions (e.g., case type, priority) to route cases to specific employees or teams. Autoflow is another option, as it supports automation of case assignments by triggering actions based on predefined conditions. According to SAP documentation, "Case routing rules and autoflows enable automatic assignment of cases to employees or teams based on business logic." Validation (A) is used to check data integrity, not for assignment. BRF+ (D) is a business rule framework used in other SAP systems but not directly in Service Cloud V2 for case assignment.
Reference:
SAP Help Portal: Case Routing and Autoflow Configuration
SAP Community: Automation in SAP Service Cloud V2

NEW QUESTION # 15
Which configuration steps are mandatory to link customer e-mails with cases? Note: There are 2 correct answers to this question.
  • A. Create a case routing rule.
  • B. Assign the team responsible for handling cases.
  • C. Maintain and activate at least one e-mail channel.
  • D. Set up a rule to route the e-mail to the tenant's technical e-mail address.
Answer: A,C

NEW QUESTION # 16
How can end users access the Customer Hub screen in Agent Desktop? Note: There are 2 correct answers to this question.
  • A. Automatically when an incoming phone call from a known customer is accepted
  • B. Automatically when there is an incoming phone call
  • C. Manually by navigating into the Customer Hub app from the menu
  • D. Manually by performing a customer identification via Agent Desktop
Answer: A,D

NEW QUESTION # 17
......
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