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SAP C-C4H56I-34 Prüfungsplan:

Thema
Einzelheiten

Thema 1

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.

Thema 2

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.

Thema 3

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.

Thema 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.

Thema 5

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.

SAP Certified Application Associate - SAP Service Cloud Version 2 C-C4H56I-34 Prüfungsfragen mit Lösungen (Q16-Q21):

16. Frage
What steps must the administrator perform to give service agents access to knowledge base articles? Note: There are 2 correct answers to this question.

A. Obtain API token credentials from the knowledge base provider.
B. Maintain the knowledge base provider settings in SAP Service Cloud Version 2.
C. Configure the relevant integration flow.
D. Set up knowledge base articles in SAP Service Cloud Version 2.

Antwort: A,B

17. Frage
Which actions could you take to control the reaction times of a case? Note: There are 3 correct answers to this question.

A. Change the priority.
B. Adjust the SLA.
C. Assign a different team to the case.
D. Assign a territory to the case.
E. Escalate the case.

Antwort: A,B,E

18. Frage
How can you adapt the status schema of a case type? Note: There are 2 correct answers to this question.

A. Change the existing status schema.
B. Add or remove statuses in the existing status schema.
C. Create a new version of a status schema.
D. Copy an existing status schema.

Antwort: A,C

Begründung:
You can adapt the status schema of a case type by adding or removing statuses in the existing status schema, or by creating a new version of a status schema. Adding or removing statuses allows you to customize the support process for different case types. Creating a new version of a status schema enables you to modify the existing status schema without affecting the cases that are already using it. You cannot copy or change the existing status schema directly, as this would impact the existing cases and their service level agreements. References = Creating the Statuses for Cases, Creating a Case Type

19. Frage
You want to assign employees to multiple organisational units. Which action needs to be performed to achieve this?

A. Acquire an additional license for the required add-on.
B. Assign the employee at company level.
C. Assign employees directly to different organisational objects.
D. Enable the Primary flag in the organisation unit.

Antwort: C

20. Frage
You are configuring SAP Service Cloud Version 2 to automatically assign employees to a case. Which feature can help with this?

A. Escalation
B. Process for cases
C. Routing
D. Prioritization settings

Antwort: C

Begründung:
Routing is the feature that can help with automatically assigning employees to a case based on relevant attributes, such as channel, subject, priority, or account. Routing rules enable companies to handle a high volume of messages and deliver the case to the right team or person. SAP Service Cloud Version 2 includes a flexible, easy-to-configure routing rule definition engine1.
Escalation, prioritization settings, and process for cases are not features that can help with automatic case assignment. Escalation is a feature that allows agents or managers to escalate a case to a higher level of authority or expertise when needed2. Prioritization settings are a feature that allows administrators to define how cases are prioritized based on urgency and impact3. Process for cases is a feature that allows administrators to define the steps and tasks that need to be completed for a case based on its type and category4.
References = 1: Configuring Case Routing Rules - SAP Learning, 2: Escalation - SAP Online Help, 3: Prioritization Settings - SAP Online Help, 4: Process for Cases - SAP Online Help

21. Frage
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