Practice C-C4H56-2411 Questions With Certification guide Q&A from Training Expert DumpsTorrent
Free SAP C-C4H56-2411 Test Practice Test Questions Exam Dumps
NEW QUESTION # 17
How can end users access the Customer Hub screen in Agent Desktop? Note: There are 2 correct answers to this question.
- A. Automatically when there is an incoming phone call
- B. Manually by navigating into the Customer Hub app from the menu
- C. Automatically when an incoming phone call from a known customer is accepted
- D. Manually by performing a customer identification via Agent Desktop
Answer: C,D
NEW QUESTION # 18
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. Create business role
- B. Log in with initial user
- C. Create organizational structure
- D. Assign employee to organizational units
Answer: A,B
NEW QUESTION # 19
Which element can be used to restrict access to views?
- A. Code list restrictions
- B. Determination rules
- C. Business roles
- D. Field attributes
Answer: C
Explanation:
Access to views in SAP Service Cloud V2 is restricted using business roles. Business roles define the permissions and access rights for users, including which views (e.g., case lists, account details) they can access. According to SAP documentation, "Business roles are used to control access to specific views and objects, ensuring users only see relevant data." Determination rules (B) are used for field value calculations, not view access. Code list restrictions (C) limit dropdown values, not views. Field attributes (D) control field properties, not view-level access.
Reference:
SAP Help Portal: Business Role Configuration in SAP Service Cloud V2
SAP Learning: Access Management
NEW QUESTION # 20
Which of the following elements are mandatory to create a new product? Note: There are 2 correct answers to this question.
- A. Sales area data
- B. Product group
- C. Unit of measure
- D. Price
Answer: B,C
Explanation:
When creating a new product in SAP Service Cloud V2, the Product group is mandatory to categorize the product within the system. The Unit of measure is also required to define how the product is quantified (e.g., pieces, kilograms). According to SAP documentation, "Creating a new product requires specifying the Product Group and Unit of Measure as mandatory fields." Price (B) is optional, as pricing may not apply to all products. Sales area data (C) is relevant for sales processes, not mandatory for product creation in Service Cloud.
Reference:
SAP Help Portal: Product Creation in SAP Service Cloud V2
SAP Community: Product Master Data Setup
NEW QUESTION # 21
Which milestone can you use for service levels?
- A. Initial review date
- B. Created-on date
- C. Warranty validity
- D. Status
Answer: B
NEW QUESTION # 22
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. Enable Activity Creation
- C. Maintain Provider ID
- 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 # 23
Which of the following parameters can be maintained by the administrator when configuring a new e-mail channel? Note: There are 3 correct answers to this question.
- A. Case type
- B. Mashup service
- C. Default account
- D. Channel type
- E. Channel e-mail ID
Answer: A,C,D
NEW QUESTION # 24
What is the only way to change an active case type?
- A. Perform the Create New Version action.
- B. It is not possible to change an existing case type.
- C. Copy an existing case type.
- D. Use the Draft status.
Answer: A
Explanation:
In SAP Service Cloud Version 2, once a case type is active, it cannot be directly modified. The only way to change an active case type is to perform the Create New Version action. This action creates a new version of the case type, allowing administrators to make changes while preserving the original. According to SAP documentation, "To modify an active case type, you must create a new version using the Create New Version action, as direct changes to active case types are not permitted." It is not possible to change an existing case type (A) is incorrect, as creating a new version is allowed. Using the Draft status (B) applies to new case types, not active ones. Copying an existing case type (C) creates a separate case type, not a modification of the active one.
Reference:
SAP Help Portal: Case Type Configuration in SAP Service Cloud V2
SAP Learning: Managing Case Types
NEW QUESTION # 25
Where are employee working hours maintained?
- A. Employee data
- B. Business role
- C. Business user data
- D. Holiday calendar
Answer: A
Explanation:
Employee working hours in SAP Service Cloud V2 are maintained in the Employee data. This includes details such as working hours, time zones, and availability, which are used for scheduling and case routing. According to SAP documentation, "Under the Operating Hours, you can define the working hours of the service agent" within the employee data settings.
Holiday calendar (A) defines non-working days, not individual hours. Business role (B) manages access rights, not working hours. Business user data (D) includes user credentials but not working hour details.
Reference:
SAP Community: Service Level Agreement in SAP Cloud for Customer community.sap.com SAP Help Portal: Employee Data Configuration
NEW QUESTION # 26
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. Case routing
- B. Service categories
- C. SLA
- D. Notifications
Answer: A
NEW QUESTION # 27
You are rolling out SAP Service Cloud Version 2 to multiple countries. Which of the following must be completed for each different country? Note: There are 2 correct answers to this question.
- A. Select country theme
- B. Maintain organizational units
- C. Enable country/region
- D. Maintain exchange rate
Answer: B,C
NEW QUESTION # 28
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
NEW QUESTION # 29
What steps must an administrator perform to enable the phone channel in the Agent Desktop? Note: There are 2 correct answers to this question.
- A. Integrate with a third-party CTI provider.
- B. Add a mashup service in the Agent Desktop.
- C. Add the phone channel to the live interaction widget.
- D. Obtain API token credentials from the CTI provider.
Answer: A,D
NEW QUESTION # 30
Which of the following are mandatory attributes when creating a case? Note: There are 2 correct answers to this question.
- A. Case type
- B. Subject
- C. Installed base
- D. Status
Answer: A,D
NEW QUESTION # 31
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. The business settings need to be activated for the tenant.
- B. Any test tenants need to be purchased separately.
- C. The administrator must create an initial user in order to log in to the tenant for the first time.
- D. The customer needs to provision new tenants.
Answer: B,D
NEW QUESTION # 32
What can you do with Agent Desktop in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Use a mashup to execute transactions in other SAP solutions.
- B. Assign products to existing accounts.
- C. Create accounts and contacts.
- D. Create installed bases.
Answer: A,C
NEW QUESTION # 33
......
Prepare Top SAP C-C4H56-2411 Exam Audio Study Guide Practice Questions Edition: https://www.dumpstorrent.com/C-C4H56-2411-exam-dumps-torrent.html
Dumps Practice Exam Questions Study Guide for the C-C4H56-2411 Exam: https://drive.google.com/open?id=1r53yfQ6a6csMZIWGam6jFKia9_EEMxQr