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C-C4H56I-34 Exam Reference | C-C4H56I-34 Reliable Real Test

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q60-Q65):

NEW QUESTION # 60
Which user types are available within SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Technical
B. Business
C. Administration
D. Development

Answer: A,B

Explanation:
Within SAP Service Cloud Version 2, the available user types include "Business" and "Technical" users.
Business users typically interact with the system through its front-end functionalities, focusing on tasks such as sales, service, and customer engagement. Technical users, on the other hand, are involved with the back-end aspects of the system, dealing with configuration, customization, and system administration tasks to ensure that the SAP Service Cloud operates smoothly and meets the organization's needs.

NEW QUESTION # 61
Which of the following configuration activities are part of SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Set scoping attributes
B. Maintain case types
C. Set up Agent Desktop
D. Set up deals

Answer: B,C

Explanation:
The following configuration activities are part of SAP Service Cloud Version 2:
Maintain case types: You can maintain case types to define the different categories of cases that you handle in your service organization. You can specify the name, description, priority, status, and other attributes for each case type. You can also assign case types to service categories and service levels.
Set up Agent Desktop: You can set up Agent Desktop to customize the user interface and the functionality of the solution. You can configure the layout, the navigation, the cards, the widgets, the actions, the timeline, the quick create, and the search options for the Agent Desktop. References = Configuring Case Types, section Maintain Case Types; Configuring Agent Desktop, section Set Up Agent Desktop.
Configuration activities in SAP Service Cloud Version 2 include a range of tasks designed to tailor the system to specific business processes and requirements. "Maintaining case types" is a critical activity that involves defining and configuring the different categories of customer inquiries and issues that can be logged in the system. This configuration is essential for organizing, tracking, and managing cases efficiently. Another important configuration activity is "Setting up Agent Desktop," which involves customizing the user interface and functionalities available to service agents. This setup is crucial for ensuring that agents have access to the necessary tools, information, and workflows to effectively resolve customer cases.

NEW QUESTION # 62
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 # 63
For which objects can you utilize categories in service catalogs? Note: There are 2 correct answers to this question.

A. Tasks
B. Cases
C. Phone calls
D. Registered products

Answer: B,D

Explanation:
In SAP Service Cloud Version 2, you use categories to capture and organize the services that your company wants to offer to create a hierarchical structure called a catalog. SAP Service Cloud Version 2 also uses the service categories that you create as attributes for Cases and Registered Products, meaning that you can have the system automatically match and direct incoming service requests (Cases) to the specific services in your catalog and supporting service teams. You can also maintain the service category determinations of Cases and Registered Products currently in process. References = Configuring Categories, Solution Guide for SAP Service Cloud Version 2

NEW QUESTION # 64
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. Create a new e-mail message or a new case from the What Would You like to do? area
B. Launch a customer survey
C. Access interactions and notes in the timeline tab
D. Edit customer details
E. View customer details

Answer: A,C,E

Explanation:
In the Customer Hub, agents can:
* View customer details (D): Basic information, account hierarchy, etc.
* Create emails/cases via What Would You Like to Do? (B): Quick actions for customer engagement.
* Access interactions/notes in the timeline (E): Historical records of calls, cases, and notes.
* Editing customer details (A) requires specific permissions and is not universally allowed.
* Launching surveys (C) is typically managed via separate processes, not directly in the Customer Hub.
References:
* SAP Help Portal: Customer Hub Agent Actions
* SAP Documentation: Agent Desktop Capabilities

NEW QUESTION # 65
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