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SAP C_C4H56_2411 Exam Syllabus Topics:

Topic
Details

Topic 1

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 2

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 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 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 5

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 6

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.

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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q68-Q73):

NEW QUESTION # 68
Which objects can you configure for registered products?

A. Installed Base Types
B. Custom Party Roles
C. Warranty Type
D. Functional Location Source

Answer: C

Explanation:
In SAP Service Cloud V2, Warranty Type is a configurable object for registered products, allowing administrators to define warranty details such as duration and coverage, which are then associated with registered products. According to SAP documentation, "Warranty types can be configured and assigned to registered products to manage service entitlements." Installed Base Types (A) are configured for installed bases, not registered products directly. Functional Location Source (C) is relevant in SAP S/4HANA, not Service Cloud V2. Custom Party Roles (D) are used for case routing or relationships, not registered product configuration.
Reference:
SAP Help Portal: Registered Products and Warranty Management
SAP Community: Product Configuration in SAP Service Cloud

NEW QUESTION # 69
You want to control the access of fields in SAP Service Cloud Version 2. Which element can help you implement the business need?

A. Case routing
B. Determination rule
C. Page layout
D. Approval

Answer: C

Explanation:
To control field access in SAP Service Cloud V2, Page layout is used to define which fields are visible, editable, or hidden for specific business roles or users. According to SAP documentation, "Page layouts allow administrators to control field access by configuring visibility and editability based on business requirements." Determination rule (A) is for field value calculations. Approval (B) manages case approvals, not field access. Case routing (C) assigns cases, not controls fields.
Reference:
SAP Help Portal: Page Layout Configuration in SAP Service Cloud V2
SAP Community: Field Access Control

NEW QUESTION # 70
You want to use CTI with automatic creation of interaction logs within the Agent Desktop. Which of the following activation steps are mandatory? Note: There are 2 correct answers to this question.

A. Enable Microsoft Teams Integration for Activities
B. Maintain Provider ID
C. Enable Activity Creation
D. Maintain mapping table for CTI and SAP Service Cloud Solution

Answer: B,C

Explanation:
To enable CTI (Computer Telephony Integration) with automatic creation of interaction logs in the Agent Desktop, administrators must Enable Activity Creation to ensure interactions (e.g., calls) are logged automatically. Additionally, Maintain Provider ID is mandatory to identify the CTI provider and establish the integration. According to SAP documentation, "Enabling Activity Creation and maintaining the Provider ID are required steps to configure CTI for automatic interaction logging." Maintaining mapping table (A) is optional and depends on specific integration requirements. Enabling Microsoft Teams Integration (D) is unrelated to CTI interaction logs.
Reference:
SAP Help Portal: CTI Integration in SAP Service Cloud V2
SAP Community: Configuring Interaction Logs for CTI

NEW QUESTION # 71
Which of the following standard charts are available in the All Cases worklist? Note: There are 3 correct answers to this question.

A. Cases by Source/Channel
B. Cases by Priority
C. Cases by SLA
D. Cases by Service Team
E. Cases by Category

Answer: A,B,E

NEW QUESTION # 72
Service agents working on a specific case type in SAP Service Cloud Version 2 need to access and perform defined actions in an external solution. What steps must an administrator perform to make this possible? Note: There are 3 correct answers to this question.

A. Include a dedicated step pointing to the mashup in one of the phases of the case type.
B. Use the web page URL of the external solution for extracting input parameters in the mashup.
C. Define a custom screen for the mashup.
D. Develop a custom business object.
E. Create a mashup to embed the web page of the external solution.

Answer: A,B,E

Explanation:
To enable service agents to access and perform actions in an external solution for a specific case type, administrators must create a mashup to embed the web page of the external solution to integrate it into the Agent Desktop. They should use the web page URL of the external solution for extracting input parameters in the mashup to pass case-specific data. Additionally, including a dedicated step pointing to the mashup in one of the phases of the case type ensures agents can access the external solution during case processing. According to SAP documentation, "Creating a mashup, configuring its URL parameters, and integrating it into the case type via a dedicated step are required for external solution access." Developing a custom business object (A) is unnecessary for this scenario. Defining a custom screen for the mashup (D) is not a standard requirement.
Reference:
SAP Help Portal: Mashup Configuration in SAP Service Cloud V2
SAP Community: External Solution Integration

NEW QUESTION # 73
......

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