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SAP C-C4H56I-34 Exam Syllabus Topics:

Topic	Details
Topic 1	Configuration SLA, Categories and Case Routing Set up master data regarding Account, Contact, Product, Organization and employees
Topic 2	Configuration Document Types, Party Role, Status Schema and Business Flows Set up the service objects Registered Products, Installed Base and Warranty
Topic 3	Manage the creation of User and business roles including authorization Configuration the Agent Desktop for CTI and Interaction Center Processes
Topic 4	Enable the system through Activation of Services Manage the Personalization, Extension fields, Validations and Determinations

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q73-Q78):

NEW QUESTION # 73
Which of the following objects can be replicated from SAP Service Cloud Version 2 to SAP S/4HANA? Note: There are 2 correct answers to this question.

A. Registered products
B. Service contracts
C. Contacts
D. Products

Answer: A,C

NEW QUESTION # 74
Which of the following actions can a Service Agent execute from the case "More Action" button?
Note: There are 3 correct answers to this question.

A. Handover
B. Mark as unread
C. Escalate
D. Summary
E. Delete

Answer: B,C,D

Explanation:
According to the SAP Service Cloud Version 2 documents and learning resources, the following actions can be executed by a Service Agent from the case "More Action" button:
Summary. This action allows the Service Agent to create a summary of the case, which is a concise and informative description of the case details, such as the subject, the priority, the status, the category, the resolution, and the next steps. The summary can be used to communicate the case progress to the customer or to other stakeholders.
Mark as unread. This action allows the Service Agent to mark the case as unread, which means that the case will appear as new in the Agent Desktop and will require the Service Agent's attention. This action can be used to remind the Service Agent to follow up on the case or to delegate the case to another Service Agent.
Escalate. This action allows the Service Agent to escalate the case to a higher level of authority or expertise, such as a manager or a specialist. The escalation can be triggered manually by the Service Agent or automatically by the system based on predefined criteria, such as the case priority, the SLA, or the customer satisfaction. The escalation can also involve sending notifications, changing the case status, or reassigning the case to another team or employee.
The other options are not correct because:
Delete. This action is not available from the case "More Action" button. Deleting a case is a permanent action that removes the case and all its related data from the system. Deleting a case can only be done by an administrator or a user with the appropriate authorization in the Cases work center.
Handover. This action is not available from the case "More Action" button. Handing over a case is a temporary action that transfers the ownership and responsibility of the case to another Service Agent for a specific period of time. Handing over a case can be done by the Service Agent or by the system based on predefined rules in the Settings > Cases > Case Handover view. References = Using Agent Desktop with SAP Service Cloud, Creating a Case Type, Configuring Case Escalation, Configuring Case Handover

NEW QUESTION # 75
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. Create a mashup to embed the web page of the external solution.
B. Define a custom screen for the mashup.
C. Use the web page URL of the external solution for extracting input parameters in the mashup
D. Develop a custom business object.
E. Include a dedicated step pointing to the mashup in one of the phases of the case type.

Answer: A,C,E

Explanation:
According to the SAP Service Cloud Version 2 learning resources, to enable service agents to access and perform actions in an external solution, such as SAP S/4HANA Service, from a specific case type, the administrator has to do the following steps:
Create a mashup to embed the web page of the external solution. A mashup is a way to integrate data or functionality from another web application into SAP Service Cloud Version 2. The mashup can be configured to pass input parameters from the case to the external solution, such as the case ID, the account ID, or the product ID.
Use the web page URL of the external solution for extracting input parameters in the mashup. The web page URL of the external solution is the source of the mashup, and it can be used to define the input parameters that the mashup will send to the external solution. For example, if the web page URL of the external solution is https://s4hana-service.com/create-order?caseId={caseId}&accountId={accountId}, then the mashup can use the placeholders {caseId} and {accountId} to extract the values from the case and pass them to the external solution.
Include a dedicated step pointing to the mashup in one of the phases of the case type. A case type is a template that defines the phases and steps that a case goes through from creation to closure. A step is a specific action that a service agent can perform on a case, such as sending an email, creating a task, or launching a mashup. By including a dedicated step pointing to the mashup in one of the phases of the case type, the administrator can enable the service agents to access the external solution from the case screen.
The other options are not correct because:
Developing a custom business object is not necessary to access an external solution from a case type. A custom business object is a way to extend the data model of SAP Service Cloud Version 2 by creating new entities and fields that are not available in the standard solution.
Defining a custom screen for the mashup is not required to access an external solution from a case type.
A custom screen is a way to create a new user interface for a custom business object or a standard business object that has been extended with custom fields. A mashup does not need a custom screen, as it uses the web page of the external solution as its user interface. References = Integrating SAP Customer Service, Service Operations and Field Service, Solution Guide for SAP Service Cloud Version
2

NEW QUESTION # 76
Which access restriction types are available in SAP Service Cloud Version 2? Note: There are 3 correct answers to this question.

A. Unrestricted
B. No access
C. Restricted
D. Define specific restriction
E. Full access

Answer: A,B,C

NEW QUESTION # 77
What functionality can be enabled to assist agents with case resolution?

A. Integrate Microsoft Teams.
B. Integrate a knowledge base.
C. Create and assign surveys to the case.
D. Configure templates for responses.

Answer: B

Explanation:
To assist agents with case resolution, a functionality that can be enabled is to integrate a knowledge base. A knowledge base is a repository of information that contains articles, documents, FAQs, and other resources that can help agents find answers to customer queries and issues. By integrating a knowledge base with SAP Service Cloud Version 2, agents can access relevant and up-to-date information from within the agent desktop, without having to switch to another application or browser. Agents can also create new knowledge articles from cases, and link existing articles to cases for future reference. Integrating a knowledge base can improve agent productivity, customer satisfaction, andservice quality. References = Solution Guide for SAP Service Cloud Version 2, Explaining the Support for the Customer Service Process

NEW QUESTION # 78
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