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SAP C-C4H56I-34 Exam Syllabus Topics:

Topic	Details
Topic 1	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 2	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 3	Basic Setup: In this topic, SAP Consultants gain insights into establishing the foundation of the SAP Service Cloud environment. It encompasses configuring integration settings with SAP and non-SAP systems, enabling seamless connectivity, and customizing the user interface for usability and branding.
Topic 4	User Management: Here, SAP Consultants explore the mechanisms of controlling access within the system through role-based permissions and onboarding processes for new users. Audit logging techniques are also covered here.
Topic 5	Service Elements: SAP Consultants delve into configuring service level agreements (SLAs) to uphold service delivery standards, establishing workflows with approval mechanisms, and implementing feedback tools for customer satisfaction. These elements ensure structured and customer-focused service operations.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q32-Q37):

NEW QUESTION # 32
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. Develop a custom business object.
C. Define a custom screen for the mashup.
D. Use the web page URL of the external solution for extracting input parameters in the mashup
E. Create a mashup to embed the web page of the external solution.

Answer: A,D,E

Explanation:
According to the SAP Service Cloud Version 2 learning resources, to enable service agents to access and perform actions in an external solution, such as SAP S/4HANA Service, from a specific case type, the administrator has to do the following steps:
Create a mashup to embed the web page of the external solution. A mashup is a way to integrate data or functionality from another web application into SAP Service Cloud Version 2. The mashup can be configured to pass input parameters from the case to the external solution, such as the case ID, the account ID, or the product ID.
Use the web page URL of the external solution for extracting input parameters in the mashup. The web page URL of the external solution is the source of the mashup, and it can be used to define the input parameters that the mashup will send to the external solution. For example, if the web page URL of the external solution is https://s4hana-service.com/create-order?caseId={caseId}&accountId={accountId}, then the mashup can use the placeholders {caseId} and {accountId} to extract the values from the case and pass them to the external solution.
Include a dedicated step pointing to the mashup in one of the phases of the case type. A case type is a template that defines the phases and steps that a case goes through from creation to closure. A step is a specific action that a service agent can perform on a case, such as sending an email, creating a task, or launching a mashup. By including a dedicated step pointing to the mashup in one of the phases of the case type, the administrator can enable the service agents to access the external solution from the case screen.
The other options are not correct because:
Developing a custom business object is not necessary to access an external solution from a case type. A custom business object is a way to extend the data model of SAP Service Cloud Version 2 by creating new entities and fields that are not available in the standard solution.
Defining a custom screen for the mashup is not required to access an external solution from a case type.
A custom screen is a way to create a new user interface for a custom business object or a standard business object that has been extended with custom fields. A mashup does not need a custom screen, as it uses the web page of the external solution as its user interface. References = Integrating SAP Customer Service, Service Operations and Field Service, Solution Guide for SAP Service Cloud Version
2

NEW QUESTION # 33
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. View customer details
B. Access interactions and notes in the timeline tab
C. Edit customer details
D. Launch a customer survey
E. Create a new e-mail message or a new case from the What Would You like to do? area

Answer: A,B,E

NEW QUESTION # 34
Where can the administrator configure which event types must be visible in the timeline of the Customer Hub screen?

A. The event types are enabled by default and cannot be changed.
B. In the Customer Hub screen configuration
C. In the general configuration of Agent Desktop
D. In the timeline configuration

Answer: B

Explanation:
To configure visible event types in the Customer Hub timeline:
* Navigate to Customer Hub Screen Configuration.
* Select the timeline component and choose which event types (e.g., cases, calls) to display.
* Timeline-specific settings (A) are part of the broader Customer Hub configuration.
* Event types are not enabled by default (D) and require explicit configuration.
References:
* SAP Help Portal: Customer Hub Timeline Configuration
* SAP Documentation: Customizing the Timeline

NEW QUESTION # 35
Which access restriction types are available in SAP Service Cloud Version 2? Note: There are 3 correct answers to this question.

A. Define specific restriction
B. Restricted
C. No access
D. Full access
E. Unrestricted

Answer: B,C,E

Explanation:
In SAP Service Cloud V2, access restriction types include:
* Unrestricted (A): Users can view all data without limitations.
* Restricted (D): Users can only access data based on organizational assignments (e.g., their team).
* No access (E): Users are blocked from viewing specific data entirely.
* Define specific restriction (B) refers to configuring restrictions, not a standalone type.
* Full access (C) is not a distinct restriction type.
References:
* SAP Help Portal: Access Restrictions in SAP Service Cloud
* SAP Documentation: Data Visibility Configuration

NEW QUESTION # 36
Which access restriction types are available in SAP Service Cloud Version 2? Note: There are 3 correct answers to this question.

A. Define specific restriction
B. Restricted
C. No access
D. Full access
E. Unrestricted

Answer: B,C,E

NEW QUESTION # 37
......

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