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SAP C-C4H56I-34 Exam Syllabus Topics:

Topic	Details
Topic 1	Service Objects: This topic introduces SAP Consultants to the creation and customization of service objects that facilitate the management of specific service requests. Linking service objects to cases is also discussed, ensuring effective organization and improved case handling in the service lifecycle.
Topic 2	Personalization and Extensibility: In this topic, SAP Consultants explore creating custom fields and objects to capture additional business data, configuring business rules for tailored system behavior, and extending functionality through APIs for integrating third-party applications.
Topic 3	Master Data: This topic familiarizes SAP Consultants with essential processes for managing master data, including customer data creation, maintenance, and archival. It also delves into managing service offerings and product data to align with business needs. Data migration strategies are explained, ensuring the successful import of existing records into SAP Service Cloud while maintaining data integrity.
Topic 4	Service Elements: SAP Consultants delve into configuring service level agreements (SLAs) to copyright service delivery standards, establishing workflows with approval mechanisms, and implementing feedback tools for customer satisfaction. These elements ensure structured and customer-focused service operations.

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q64-Q69):

NEW QUESTION # 64
When using auto flow rules, which of the following do you need to consider? Note: There are 3 correct answers to this question.

A. Too many rules affect system performance.
B. Conditions can be based on extension fields.
C. Conditions can be based on standard fields.
D. Optimization from the back end is done automatically when too many auto flow rules exist.
E. Auto flow rules must be assigned to the business role

Answer: A,B,C

Explanation:
Auto flow rules are workflow rules that are triggered automatically when a case is created or updated. They can be used to perform actions such as sending notifications, updating fields, or requesting approvals. When using auto flow rules, you need to consider the following points:
Conditions can be based on standard fields or extension fields. You can use any field that is available in the case object to define the criteria for the auto flow rule. Extension fields are custom fields that you can add to the case object to capture additional information.
Too many rules affect system performance. You should avoid creating unnecessary or redundant auto flow rules, as they can slow down the system and cause delays in processing cases. You should also review and optimize your auto flow rules regularly to ensure they are efficient and effective.
Auto flow rules do not need to be assigned to the business role. Auto flow rules are global and apply to all cases regardless of the business role of the user. You can use the scope attribute to limit the auto flow rule to a specific business object, such as a service request or a service order. References = Solution Guide for SAP Service Cloud Version 2, page 11; SAP Service Cloud Version 2 Feature Scope, page 13

NEW QUESTION # 65
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 SLA
B. Cases by Category
C. Cases by Priority
D. Cases by Source/Channel
E. Cases by Service Team

Answer: B,C,D

NEW QUESTION # 66
Which of the following describe how access restrictions are governed in SAP Service Cloud Version2?

A. Restricted access rights override any unrestricted access you have defined.
B. You can decide if access rights override any restrictions you have defined.
C. If the access rights are contradictory, the system automatically grants no access.
D. Unrestricted access rights override any restrictions you have defined.

Answer: D

Explanation:
In SAP Service Cloud Version 2, access restrictions are governed by a set of rules thatdetermine user permissions and access levels. When there is a conflict between access rights, "Unrestricted access rights override any restrictions you have defined." This means that if a user is granted unrestricted access rights in one area, these rights will take precedence over any other specific restrictions that might have been set, ensuring that users retain access to critical functions and information necessary for their roles.

NEW QUESTION # 67
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. E-mail
B. Employee
C. Business role
D. Organization

Answer: B,C

Explanation:
When creating a new business user in SAP Service Cloud Version 2, it is mandatory to maintain certain key elements. "Employee" information is crucial as it links the user account to an individual's employee record within the organization, providing context and defining the user's position and role within the company.
Additionally, assigning a "Business role" is essential as it determines the access levels, permissions, and functionalities available to the user based on their responsibilities and tasks within the organization.

NEW QUESTION # 68
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. Any test tenant needs to be purchased separately.
B. The administrator must create an initial user in order to log in to the tenant for the first time.
C. The business settings will need to be activated for the tenant.
D. The customer will need to provision new tenants through SAP for Me.

Answer: C,D

Explanation:
Option C is correct because the customer will need to provision new tenants through SAP for Me, which is a self-service portal that provides access to SAP products, services, and support12.
Option D is correct because the business settings will need to be activated for the tenant, which enables the tenant to use the features and functions of SAP Service Cloud Version 23.
Option A is incorrect because the administrator does not need to create an initial user in order to log in to the tenant for the first time. The initial user is created automatically by SAP and the credentials are sent to the customer via email3.
Option B is incorrect because any test tenant does not need to be purchased separately. The customer can choose to purchase a test tenant along with the production tenant, or request a test tenant later through SAP for Me2. References = Defining the Scope - SAP Learning Solution Guide for SAP Service Cloud Version 2 Version 2 Onboarding Guide for SAP Service Cloud Set Up Guide for SAP Service Cloud Version 2 - SAP Online Help

NEW QUESTION # 69
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