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SAP C_C4H56I_34 Exam Questions

SAP C_C4H56I_34 Exam Questions

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Description

Exam Name: SAP Certified Associate – Implementation Consultant – SAP Service Cloud Version 2
Exam Code: C_C4H56I_34
Related Certification(s):

  • SAP Certified Associate Certifications
  • SAP Implementation Consultant – SAP Service Cloud Version 2 Certifications
Certification Provider: SAP
Actual Exam Duration: 180 Minutes
Number of C_C4H56I_34 practice questions in our database: 
Expected C_C4H56I_34 Exam Topics, as suggested by SAP :

  • Module 1: 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.
  • Module 2: 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.
  • Module 3: 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.
  • Module 4: 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.
  • Module 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.
  • Module 6: Cases: This topic equips SAP Consultants with the processes for handling customer cases, including creation, updates, and resolution. Techniques for routing cases to suitable agents and setting up escalation rules are highlighted, ensuring efficient case management and escalation handling for superior customer service.
  • Module 7: Communication Channels: SAP Consultants learn about configuring multiple communication channels such as email, chat, and phone, integrating CTI systems for enhanced communication efficiency, and monitoring channel performance. This ensures effective customer interaction and channel optimization.
  • Module 8: 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.

Q1. Which elements can be used to determine the reaction time in Service Level Agreements? Note: There are 2 correct answers to this question.

A.Which elements can be used to determine the reaction time in Service Level Agreements? Note: There are 2 correct answers to this question.

B. Priority

C. Sales contract Case types

D. Maintenance plan

Correct Answer: A, C

Q2. Which of the following blocks are available in the validation editor? Note: There are 2 correct answers to this question.

A.Workflow

B. Message

C. Action

D. Condition

Correct Answer: C, D

Q3. Which elements can be used to determine the reaction time in Service Level Agreements? Note: There are 2 correct answers to this question.

A.Priority

B. Sales contract

C. Case types

D. Maintenance plan

Correct Answer: A, C

Q4. Which of the following describe how access restrictions are governed in SAP Service Cloud Version2?

A.If the access rights are contradictory, the system automatically grants no access.

B. You can decide if access rights override any restrictions you have defined.

C. Unrestricted access rights override any restrictions you have defined.

D. Restricted access rights override any unrestricted access you have defined.

Correct Answer: B

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