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SAP C_C4H56I_34 Exam Syllabus Topics:
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NEW QUESTION # 13
You are setting up an organizational structure for a new implementation. Which of the following is possible while performing this task?
- A. Assign an employee to several organizational units.
- B. Use the Reporting Line function for selection.
- C. Make sure that each organizational unit can have only one function at a time.
- D. Make sure an organizational node can only be set up with a replication process from the back end.
Answer: A
NEW QUESTION # 14
Which elements can be used to determine the reaction time in Service Level Agreements? Note:
There are 2 correct answers to this question.
- A. Sales contract
- B. Priority
- C. Case types
- D. Maintenance plan
Answer: B,C
Explanation:
In determining the reaction time for Service Level Agreements (SLAs) within SAP Service Cloud Version 2,
"Priority" and "Case types" are key elements. The priority assigned to a case can directly influence the reaction time, with higher priority cases typically requiring faster response times. Case types also play a crucial role, as different types of cases may have varying levels of urgency and complexity, which can affect the expected reaction time. These elements help in setting appropriate response expectations and ensuring that cases are handled according to their significance and requirements.
NEW QUESTION # 15
Which elements are used to calculate the due dates defined in Service Level Agreements? Note:
There are 2 correct answers to this question.
- A. Operating hours
- B. Service contract
- C. Working calendar
- D. Maintenance plan
Answer: A,C
Explanation:
The due dates defined in Service Level Agreements are calculated based on the following elements:
Working calendar: This is a calendar that defines the working days and hours for a specific country or region. It also includes the public holidays and other non-working days for that location. The working calendar is used to determine the actual duration of a service level objective, excluding the non-working time12.
Operating hours: This is a time interval that defines the availability of a service team or an individual employee. It specifies the start and end time of the working hours for each dayof the week. The operating hours are used to determine the actual response time of a service level objective, excluding the time when the service team or employee is not available3 .
The service contract and the maintenance plan are not elements that are used to calculate the due dates defined in Service Level Agreements. The service contract is an agreement between a service provider and a customer that defines the scope, terms, and conditions of the service delivery. The maintenance plan is a schedule that defines the frequency and type of maintenance activities for an installed base object.
References = 1: Working Calendar - SAP Online Help, 2: Configuring a Service Level Agreement - SAP Learning, 3: Operating Hours - SAP Online Help, : [Using Service Level Agreements - SAP Learning], :
[Service Contract - SAP Online Help], : [Maintenance Plan - SAP Online Help]
NEW QUESTION # 16
Which element can be used to restrict access to views?
- A. Code list restrictions
- B. Business roles
- C. Service levels
- D. Field extensions
Answer: B
NEW QUESTION # 17
You have determined that one of your products has a known fault. You want to ensure that all cases with that product are automatically assigned to the escalation team. Which feature in SAP Service Cloud Version 2 would you use to do this?
- A. Service categories
- B. Notifications
- C. Case routing
- D. SLA
Answer: C
NEW QUESTION # 18
What information can be maintained in the Related Objects facet of a case? Note: There are 3 correct answers to this question.
- A. Products
- B. Installed bases
- C. Installation points
- D. Registered products
- E. Registered products and installed bases related to the account only
Answer: A,B,D
Explanation:
In the Related Objects facet of a case, you can maintain the following information:
Registered products: You can add registered products that are related to the case, such as the product that caused the issue, the product that needs to be repaired, or the product that needs to be replaced. You can also view the product details, such as the serial number, the warranty, the reading value, and the status.
Installed bases: You can add installed bases that are related to the case, such as the location where the product is installed, the configuration of the product, or the hierarchy of the product components. You can also view the installed base details, such as the ID, the description, the account, and the status.
Products: You can add products that are related to the case, such as the product that needs to be ordered, the product that needs to be delivered, or the product that needs to be invoiced. You can also view the product details, such as the ID, the description, the quantity, and the price. References = Solution Guide for SAP Service Cloud Version 2, section Related Objects.
NEW QUESTION # 19
Which types of master data can be used in case routing? Note: There are 2 correct answers to this question.
- A. Team
- B. Contact
- C. Account hierarchy
- D. Responsible employee
Answer: A,D
NEW QUESTION # 20
Which of the following objects can be displayed in the Timeline tabstrip in the Customer Hub? Note:
There are 2 correct answers to this question.
- A. Calls
- B. Contracts
- C. Cases
- D. Installed base
Answer: B,C
Explanation:
The Timeline tabstrip in the Customer Hub of SAP Service Cloud Version 2 is designed to provide a chronological view of significant interactions and milestones related to a customer. Among the various objects that can be displayed in this timeline, Cases and Contracts are pivotal. Cases represent individual customer inquiries or issues that have been logged, tracked, and resolved over time. Contracts, on the other hand, document the formal agreements between the service provider and the customer, outlining the scope of services, terms, and conditions. These elements are crucial for a comprehensive view of the customer's history, enabling service agents to deliver informed, contextual, and efficient support
NEW QUESTION # 21
To which objects can you assign employees in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Response templates
- B. Registered products
- C. Accounts
- D. Service levels
Answer: B,C
NEW QUESTION # 22
Which of the following objects can be displayed in the Entities facet of the Customer Hub screen?
Note: There are 2 correct answers to this question.
- A. Service orders
- B. Registered products
- C. Cases
- D. Maintenance plan
Answer: B,C
Explanation:
The Entities facet of the Customer Hub screen can display the following objects: Cases, Registered Products, Installed Bases, and Service Contracts. These objects are related to the customer and can provide useful information for service agents. Cases are requests for support that contain details about the customer issue and the resolution process. Registered Products are items that the customer has purchased or registered with the company. Installed Bases are collections of registered products that are installed at a specific location. Service Contracts are agreements that define the terms and conditions of the service delivery for the customer. References = Creating a Case Type, Explaining the Support for the Customer Service Process
NEW QUESTION # 23
Which objects can you assign to an installed base? Note: There are 2 correct answers to this question.
- A. Maintenance plan
- B. Customer
- C. Warranty
- D. Registered product
Answer: A,D
Explanation:
You can assign maintenance plans and registered products to an installed base. A maintenance plan defines the schedule and scope of service activities for an installed base or a registered product. A registered product is an instance of a product that is associated with a specific customer. You can create and assign maintenance plans and registered products using the Installed Base work center. References = Using an Installed Base, page
4 and 7.
NEW QUESTION # 24
Which of the following steps are required to set up SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Log in with initial user
- B. Create organizational structure
- C. Assign employee to organizational units
- D. Create business role
Answer: B,C
Explanation:
Setting up SAP Service Cloud Version 2 involves several critical steps to ensure the system is configured correctly for organizational needs. One of the essential steps is "Assigning employees to organizational units," which involves mapping employees to specific divisions, departments, or groups within the organization. This step is crucial for defining roles, responsibilities, and reporting structures. Another fundamental step is
"Creating an organizational structure," which lays the foundation for the system's operational framework. This structure defines the hierarchical arrangement of lines of authority, communications, rights, and duties of an organization. It is vital for establishing clear governance, operational efficiency, and effective management of the SAP Service Cloud environment.
NEW QUESTION # 25
Which configuration steps are mandatory to link customer e-mails with cases? Note: There are 2 correct answers to this question.
- A. Create a case routing rule.
- B. Set up a rule to route the e-mail to the tenant's technical e-mail address.
- C. Maintain and activate at least one e-mail channel.
- D. Assign the team responsible for handling cases.
Answer: A,C
NEW QUESTION # 26
Which elements can be used to determine the reaction time in Service Level Agreements? Note:
There are 2 correct answers to this question.
- A. Sales contract
- B. Priority
- C. Case types
- D. Maintenance plan
Answer: B,C
NEW QUESTION # 27
What functionality can you use to grant user access to an SAP S/4HANA transaction in SAP Service Cloud Version 2 as an administrator? Note: There are 2 correct answers to this question.
- A. Custom entity
- B. Mashup
- C. Configure the relevant action
- D. Business flow
Answer: B,C
Explanation:
You can use mashups and actions to grant user access to an SAP S/4HANA transaction in SAP Service Cloud Version 2 as an administrator. Mashups are web-based applications that combine data or functionality from different sources, such as SAP S/4HANA. Actions are predefined or custom operations that can be executed on business objects, such as opening an SAP S/4HANA transaction. To enable user access to an SAP S/4HANA transaction, you need to create a mashup for the transaction URL and configure the relevant action to call the mashup. References = SAP Service Cloud Version 2 | SAP Help Portal, SAP Service Cloud Version
2 Integration Guides for SAP S/4HANA, SAP Service Cloud Version 2 Mashups, SAP Service Cloud Version
2 Actions
NEW QUESTION # 28
Which of the following objects can be replicated from SAP Service Cloud Version 2 to SAP S/4HANA? Note: There are 2 correct answers to this question.
- A. Service contracts
- B. Contacts
- C. Registered products
- D. Products
Answer: B,C
NEW QUESTION # 29
You have created and activated a new case type, but you forgot to assign a service catalog to it. How can you assign a service catalog to your new case type?
- A. Deactivate the Case Type, assign the Service Catalog, save, and activate it again.
- B. Execute the Create New Version action from the existing Case Type, then enter the Service Catalog and activate the new version.
- C. Delete the Case Type and create a new Case Type with the required Service Catalog assigned to it.
- D. It is not possible to change an existing Case Type, so deactivate it and create a new one.
Answer: B
Explanation:
In SAP Service Cloud Version 2, when a new case type is created and activated without assigning a service catalog, the recommended approach to address this oversight is to utilize the "Create New Version" action.
This action allows administrators to create a new iteration of the existing case type, wherein the necessary service catalog can be assigned. Following the assignment of the service catalog, this new version of the case type can then be activated, effectively updating the case type configuration to include the previously omitted service catalog. This process ensures that the case type is correctly configured with all required components, including the service catalog, without the need to deactivate or delete the original case type
NEW QUESTION # 30
Which services can be added to a business role? Note: There are 2 correct answers to this question.
- A. Warranty
- B. Installed base
- C. Measurements
- D. Maintenance plan
Answer: A,B
NEW QUESTION # 31
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