Free C_C4H56I_34 Questions for SAP C_C4H56I_34 Exam [Aug-2024]
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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. Set up a rule to route the e-mail to the tenant's technical e-mail address.
- B. Maintain and activate at least one e-mail channel.
- C. Create a case routing rule.
- D. Assign the team responsible for handling cases.
Answer: B,C
Explanation:
To link customer e-mails with cases, you need to do the following configuration steps in SAP Service Cloud Version 2:
Maintain and activate at least one e-mail channel: You need to create an e-mail channel for each support e-mail address that you want to use to communicate with your customers. You also need to configure the settings for the e-mail channel, such as the technical e-mail address, the sender name, the sender e-mail address, and the reply-to e-mail address. You also need to verify and activate the e-mail channel, so that the incoming e-mails are forwarded from your company's e-mail server to the tenant's technical e-mail address.
Create a case routing rule: You need to create a case routing rule for each e-mail channel, to define how the incoming e-mails are processed and assigned to cases. You can specify the criteria for the case routing rule, such as the e-mail channel, the sender e-mail address, the subject, or the body of the e-mail.
You can also specify the actions for the case routing rule, such as creating a new case, updating an existing case, assigning a case type, assigning a team or a processor, or sending an auto-reply e-mail. References = Configuring Email, section Communication Channel Configuration - Email; Providing Expedited Service, section Inbound Email Linked to a Case.
NEW QUESTION # 16
You are setting up an organizational structure for a new implementation. Which of the following is possible while performing this task?
- A. Make sure that each organizational unit can have only one function at a time.
- B. Make sure an organizational node can only be set up with a replication process from the back end.
- C. Assign an employee to several organizational units.
- D. Use the Reporting Line function for selection.
Answer: C,D
Explanation:
To set up an organizational structure for a new implementation, the following options are possible:
Assign an employee to several organizational units. This is possible by using the Employee Assignment function in the Organizational Management work center. An employee can be assigned to multiple organizational units with different validity periods and functions. For example, an employee can be a sales representative in one unit and a service agent in another unit.
Use the Reporting Line function for selection. This is possible by using the Reporting Line function in the Organizational Management work center. This function allows the administrator to select an organizational unit and display its reporting line, which shows the hierarchical relationship between the unit and its parent and child units. The administrator can also edit the reporting line by adding, removing, or changing the position of the units. References = Setting up an organizational structure - SAP Learning, section Assigning Employees to Organizational Units, slide 8-9 Set Up Guide for SAP Service Cloud Version 2, section Organizational Structure, page 11-12
NEW QUESTION # 17
How can you trigger an event notification based on a specific condition?
- A. Configure event management
- B. Configure autoflow
- C. Configure integration setting
- D. Implement SDK logic
Answer: B
NEW QUESTION # 18
Which user types are available within SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Business
- B. Administration
- C. Development
- D. Technical
Answer: A,D
NEW QUESTION # 19
Which action should an administrator take to get a system bug fixed within SAP Service Cloud Version 2?
- A. Report an issue via case
- B. Send an e-mail to SAP Cloud Support
- C. Implement the provided hotfix number
- D. Create an incident
Answer: D
Explanation:
To get a system bug fixed within SAP Service Cloud Version 2, an administrator should create an incident and report the issue to SAP Cloud Support. An incident is a request for support that contains information about the problem, such as the system ID, priority, category, description, and attachments. Creating an incident is the recommended way to contact SAP Cloud Support and get a timely and effective resolution for the bug. SAP Cloud Support will then analyze the incident and provide a solution or a workaround, depending on the severity and complexity of the bug. Alternatively, an administrator can also report an issue via case, which is a similar process but with a different user interface. However, creating an incident is the preferred option as it provides more options and features for managing the support request. References = SAP Service Cloud Version 2 | SAP Help Portal, How are bugs fixed in a cloud system?| SAP Community
NEW QUESTION # 20
WWhich of the following are mandatory to maintain when you want to create a new business user?
Note: There are 2 correct answers to this question.
- A. Business role
- B. E-mail
- C. Organization
- D. Employee
Answer: A
NEW QUESTION # 21
Which actions could you take to control the reaction times of a case? Note: There are 3 correct answers to this question.
- A. Adjust the SLA.
- B. Escalate the case.
- C. Change the priority.
- D. Assign a different team to the case.
- E. Assign a territory to the case.
Answer: A,B,C
Explanation:
To control the reaction times of a case, you could take the following actions:
Change the priority: The priority of a case determines the urgency and importance of resolving it. By changing the priority, you can affect the due date, next response date, and completion date of the case, as well as the visibility and notification of the case. For example, you can increase the priority of a case if the customer issue is critical or time-sensitive, or decrease the priority if the issue is minor or low-impact.
Adjust the SLA: The SLA (Service Level Agreement) of a case defines the initial response and completion due time and date for the resolution of issues, based on the service level objectives (SLOs) agreed with the customer. By adjusting the SLA, you can modify the expected reaction times of the case, as well as the consequences of missing the deadlines. For example, you can extend the SLA of a case if the issue is complex or requires more investigation, or shorten the SLA if the issue is simple or urgent.
Escalate the case: Escalating a case means raising the attention and priority of the case to a higher level of authority or responsibility. By escalating a case, you can involve more senior or specialized agents, managers, or experts to handle the case, as well as notify the customer and other stakeholders of the escalation. For example, you can escalate a case if the issue is beyond your scope or expertise, or if the customer is dissatisfied or angry.
References = Configuring a Service Level Agreement, Configuring Case Routing Rules, SAP Service Cloud Version 2 Feature Scope
NEW QUESTION # 22
Which categories can you use when creating a service catalog in SAP Service Cloud Version 2? Note:
There are 2 correct answers to this question.
- A. Category
- B. Subcategory
- C. Incident category
- D. Cause category
Answer: A,B
Explanation:
When creating a service catalog in SAP Service Cloud Version 2, you can use category and subcategory as the main categories to organize your services. A category is a high-level grouping of services that share a common theme or purpose, such as repair, maintenance, or installation. A subcategory is a lower-level grouping of services that belong to a category and provide more specific details, such as brake repair, oil change, or software installation. You can create multiple levels of subcategories to create a hierarchical structure for your service catalog. You can also assign attributes, such as priority, channel, or status, to each category or subcategory to define the service characteristics and conditions. Cause category and incident category are not categories that you can use when creating a service catalog. They are categories that you can use when creating a case to capture the root cause and the type of the service request, respectively. References = Configuring Categories, section "Service Categories" and "How to Create a Service Catalog"
NEW QUESTION # 23
Which of the following objects can you assign to an installed base at item level? Note: There are 2 correct answers to this question.
- A. Warranty
- B. Registered product
- C. Maintenance plan
- D. Product
Answer: B,D
NEW QUESTION # 24
How can you adapt the status schema of a case type? Note: There are 2 correct answers to this question.
- A. Create a new version of a status schema.
- B. Change the existing status schema.
- C. Add or remove statuses in the existing status schema.
- D. Copy an existing status schema.
Answer: A,C
NEW QUESTION # 25
Which of the following services can be activated in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Templates
- B. Live activity configuration
- C. Initial user
- D. Agent Desktop
Answer: A,D
Explanation:
Agent Desktop: This is the main user interface for service agents to manage customer interactions, cases, and tasks. It consists of several components, such as the Communication Panel, the Customer Hub, the Case Hub, and the Task Hub12.
Templates: These are predefined sets of data that can be used to create or update objects, such as cases, emails, surveys, and reports. Templates can help to standardize and automate processes, as well as save time and effort34.
The following services cannot be activated in SAP Service Cloud Version 2:
Live activity configuration: This is a feature of SAP Sales Cloud, not SAP Service Cloud. It allows sales representatives to track and record their interactions with customers, such as calls, emails, meetings, and tasks5.
Initial user: This is not a service, but a user account that is created during the tenant activation process.
The initial user has full access to the solution and can perform administrative tasks, such as creating other users, assigning roles, and configuring settings.
References = 1: Agent Desktop - SAP Online Help, 2: SAP Service Cloud Version 2 Feature Scope, 3: Templates - SAP Online Help, 4: SAP Service Cloud Version 2 Feature Scope, 5: Live Activity Configuration - SAP Online Help, : Onboarding Guide for SAP Service Cloud Version 2 - SAP Online Help
NEW QUESTION # 26
What is the only way to change an active case type?
- A. It is not possible to change an existing case type.
- B. Execute the Create New Version action.
- C. Edit the name of the existing case type.
- D. Copy an existing case type.
Answer: A,D
NEW QUESTION # 27
Which of the following actions can a service agent perform in the Customer Hub in Agent Desktop?Note: There are 3 correct answers to this question.
- A. Launch a customer survey
- B. Create a new e-mail message or a new case from the What Would You like to do? area
- C. View customer details
- D. Edit customer details
- E. Access interactions and notes in the timeline tab
Answer: B,C,E
NEW QUESTION # 28
Which of the following elements are mandatory to create a new product? Note: There are 2 correct answers to this question.
- A. Price
- B. Product group
- C. Unit of measure
- D. Sales area data
Answer: B,C
Explanation:
To create a New product in SAP Service Cloud Version 2, you need to specify the product group and the unit of measure as mandatory elements. The product group defines the category of the product and the unit of measure defines the quantity of the product. Sales area data and price are optional elements that can be added later or maintained in other systems. References = Solution Guide for SAP Service Cloud Version 2, page 88,
[Create Products | SAP Help Portal]
NEW QUESTION # 29
You have configured the Service Level Agreements and their determination rules, but they are not derived in the case. Which of the following could be a reason for this? Note: There are 2 correct answers to this question.
- A. The determination rules have been configured, but not activated.
- B. Service Level Agreements are not activated as a service.
- C. A workflow rule was not scheduled to trigger the determination.
- D. Service Level Agreements are not configured in fine-tuning.
Answer: A,D
Explanation:
For Service Level Agreements (SLAs) to be correctly derived in cases within SAP Service Cloud Version 2, they need to be properly configured and activated. A common reason for SLAs not being derived could be that they have not been configured in the fine-tuning settings of the system. This setup is crucial for defining the SLAs' parameters and how they apply to various cases. Another potential issue could be that the determination rules, although configured, were not activated. These rules are essential for the system to automatically apply the correct SLA based on the case's attributes. Without activation, the system cannot utilize these rules to determine and apply SLAs to cases.
NEW QUESTION # 30
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