SAP C_C4H56I_34 SAP Certified Application Associate – SAP Service Cloud Version 2 Online Training
SAP C_C4H56I_34 Online Training
The questions for C_C4H56I_34 were last updated at Dec 19,2024.
- Exam Code: C_C4H56I_34
- Exam Name: SAP Certified Application Associate - SAP Service Cloud Version 2
- Certification Provider: SAP
- Latest update: Dec 19,2024
Where can the administrator configure which event types must be visible in the timeline of the Customer Hub screen?
- A . In the timeline configuration
- B . In the general configuration of Agent Desktop
- C . In the Customer Hub screen configuration
- D . The event types are enabled by default and cannot be changed.
How can end users access the Customer Hub screen in Agent Desktop? Note: There are 2 correct answers to this question.
- A . Manually by performing a customer identification via Agent Desktop
- 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 . Automatically when there is an incoming phone call
What functionality can be enabled to assist agents with case resolution?
- A . Create and assign surveys to the case.
- B . Integrate a knowledge base.
- C . Configure templates for responses.
- D . Integrate Microsoft Teams.
Which objects can you assign when you create a user? Note: There are 2 correct answers to this question.
- A . Business role
- B . Security policy
- C . User profile
- D . Employee role
Service agents working on a specific case type in SAP Service Cloud Version 2 need to access and perform defined actions in an external solution.
What steps must an administrator perform to make this possible? Note: There are 3 correct answers to this question.
- A . Develop a custom business object.
- B . Include a dedicated step pointing to the mashup in one of the phases of the case type.
- C . Create a mashup to embed the web page of the external solution.
- D . Define a custom screen for the mashup.
- E . Use the web page URL of the external solution for extracting input parameters in the mashup
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 . Edit customer details
- B . Create a new e-mail message or a new case from the What Would You like to do? area
- C . Launch a customer survey
- D . View customer details
- E . Access interactions and notes in the timeline tab
What actions do you need to perform to create an incident for SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A . Create incident through Settings > Incident
- B . Log incident through SAP for Me
- C . Log incident with SAP Service Cloud user ID
- D . Activate Built-In Support
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 . Delete the Case Type and create a new Case Type with the required Service Catalog assigned to it.
- C . It is not possible to change an existing Case Type, so deactivate it and create a new one.
- D . Execute the Create New Version action from the existing Case Type, then enter the Service Catalog and activate the new version.
What can you do with Microsoft Teams integration? Note: There are 3 correct answers to this question.
- A . Share workspaces.
- B . Hand over cases.
- C . Create appointments.
- D . Send e-mails to customers.
- E . Make outbound calls.
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 . Channel type
- B . Mashup service
- C . Channel e-mail ID
- D . Case type
- E . Default account
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