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SAP C-C4H56-2411 Exam Syllabus Topics:

Topic
Details

Topic 1

Scenario Based Questions: This section evaluates the problem-solving abilities of a Solution Consultant and presents questions based on fictional scenarios to test comprehensive knowledge of SAP Service Cloud Version 2 in real-world contexts.

Topic 2

Managing Clean Core: This part of the exam is designed for a Platform Optimization Lead and focuses on evaluating and applying clean core principles to customer experience solutions. It measures the ability to maximize business process agility, reduce adaptation efforts, and accelerate innovation.

Topic 3

Service Objects: This section targets the proficiency of a Service Operations Specialist and covers the setup of service objects like Registered Products, Installed Base, and Warranty. It looks at how these elements are configured to support service management processes.

Topic 4

Service Elements: This part of the exam is designed for a Service Process Designer and covers the configuration of Service Level Agreements (SLAs), categories, and case routing. It assesses the ability to define and manage service elements that impact customer support workflows.

Topic 5

Personalization and Extensibility: This part assesses the expertise of a Solution Customization Expert and involves managing personalization, extension fields, validations, and determinations. It looks at how users can tailor and extend the system to meet specific business needs.

Topic 6

Master Data: This part evaluates the knowledge of a Data Management Specialist and focuses on setting up master data within the system. It includes configuring essential entities such as Account, Contact, Product, Organization, and employees to support business operations.| User Management: This domain tests the abilities of an Access Control Manager and involves managing the creation of users and business roles, including assigning the appropriate authorizations. It ensures the secure and efficient administration of user access within the platform.

Topic 7

Integration: This domain targets the skills of an Integration Architect and covers the various integration scenarios supported by SAP Service Cloud Version 2. It assesses the ability to connect the system with other applications and services.

Topic 8

Communication Channels: This section is intended for a Communication Solutions Specialist and covers the configuration of the Agent Desktop for Computer Telephony Integration (CTI) and Interaction Center processes. It also includes setting up the email communication channel for inbound and outbound scenarios.

Topic 9

Basic Setup This section of the exam measures the skills of a System Administrator and covers the initial configuration steps required to set up the SAP Service Cloud Version 2 system for the first time. It assesses the ability to perform foundational setup tasks to ensure the system is ready for use.

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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q28-Q33):

NEW QUESTION # 28
Which of the following options can be used to determine employees in cases based on conditions? Note: There are 2 correct answers to this question.

A. Routing rules
B. Autoflow
C. Input step in the Case Designer
D. Assignment step in the Case Designer

Answer: A,D

Explanation:
In SAP Service Cloud Version 2, determining employees for case assignment based on conditions is achieved through specific configuration options. The Assignment step in the Case Designer allows administrators to define rules within the case process to assign cases to specific employees or teams based on attributes like priority, case type, or account details. This step is part of the dynamic case designer, which provides flexibility in routing cases to the appropriate employee.
Additionally, Routing rules are a core feature in SAP Service Cloud V2 for case assignment. These rules enable administrators to configure conditions (e.g., case type, priority, or account) to route cases to either a team or a specific employee. According to the SAP documentation, "SAP Service Cloud Version 2 includes a flexible, easy-to-configure routing rule definition engine. You can decide whether to route Cases to a team, or to a specific employee." The routing rules are maintained under Settings → Cases → Case Routing to Team → Case Routing to Employees.
The Input step in the Case Designer is used to collect data or input from users but does not directly determine employee assignment. Autoflow is used for automating actions like sending notifications or updating fields, not for employee determination.
Reference:
SAP Help Portal: Configuring Case Routing Rules learning.sap.com
SAP Learning: Configuring Case Routing Rules, SAP Service Cloud Version 2

NEW QUESTION # 29
What can you do with Agent Desktop in SAP Service Cloud Version 2? Note: There are 3 correct answers to this question.

A. Create a service catalog.
B. Create an interaction log.
C. Display confirmed entities.
D. Create installed bases.
E. Assign products to existing accounts.

Answer: B,C,D

NEW QUESTION # 30
You have integrated Microsoft Teams with SAP Service Cloud Version 2.
Where can service agents start sharing workspaces for cases by clicking on the Share Workspace icon? Note: There are 2 correct answers to this question.

A. In Agent Desktop
B. In the case worklist
C. In the interaction log
D. In the case

Answer: A,D

NEW QUESTION # 31
Which of the following are required to grant business user access? Note: There are 2 correct answers to this question.

A. User ID
B. Assignment to an organizational unit
C. Employee
D. Access restriction

Answer: A,C

NEW QUESTION # 32
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. Automatically when an incoming phone call from a known customer is accepted
C. Manually by navigating into the Customer Hub app from the menu
D. Automatically when there is an incoming phone call

Answer: A,B

NEW QUESTION # 33
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