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C-C4H56-2411 Official Practice Test 100% Pass | Valid C-C4H56-2411: SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 100% Pass

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SAP C-C4H56-2411 Exam Syllabus Topics:

Topic
Details

Topic 1

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 2

Cases: This domain measures the skills of a Business Process Analyst and focuses on the configuration of document types, party roles, status schemas, and business flows. It evaluates the understanding of case management and process structuring within the system.

Topic 3

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 4

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 5

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 6

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.

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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q66-Q71):

NEW QUESTION # 66
Which of the following are required to grant access to business users? Note: There are 2 correct answers to this question.

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

Answer: B,C

Explanation:
To grant access to business users in SAP Service Cloud V2, a User ID is required to create a user account with login credentials. Additionally, associating the user with an Employee record is necessary to link the user to organizational roles and permissions. According to SAP documentation, "Creating a User ID and linking it to an Employee record are essential steps to grant access to business users." Access restriction (C) is configured via business roles, not a direct requirement. Assignment to an organizational unit (D) is optional and depends on the organizational structure.
Reference:
SAP Help Portal: User Management in SAP Service Cloud V2
SAP Learning: Business User Setup

NEW QUESTION # 67
Which of the following services can be activated in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Live activity configuration
B. Agent Desktop
C. Templates
D. Initial user

Answer: B,C

NEW QUESTION # 68
What can the categories in the service catalog be used for? Note: There are 3 correct answers to this question.

A. To control validity of the service catalog
B. A filter option for the case summary
C. Case responsibility determination
D. Service level determination
E. Business role assignment

Answer: B,C,D

NEW QUESTION # 69
Which elements can you use to control the reaction time? Note: There are 2 correct answers to this question.

A. Autoflow
B. Working calendar
C. Operating hours
D. Case Designer with the step option assignment

Answer: B,C

Explanation:
In SAP Service Cloud V2, reaction times for cases are influenced by Working calendar, which defines non-working days and holidays, and Operating hours, which specify the hours during which service agents are available. These elements ensure that reaction times are calculated based on actual working periods. According to SAP documentation, "Working calendar and operating hours are used to control reaction times by defining the availability for case handling." Case Designer with step option assignment (A) is for routing, not reaction time control. Autoflow (D) automates actions but does not directly manage reaction times.
Reference:
SAP Help Portal: SLA and Reaction Time Configuration
SAP Community: Managing Case Timelines

NEW QUESTION # 70
Which types of master data can be used in case routing? Note: There are 2 correct answers to this question.

A. Account hierarchy
B. Contact
C. Responsible employee
D. Service Team

Answer: C,D

Explanation:
In SAP Service Cloud V2, case routing can utilize master data such as Responsible employee to assign cases to specific individuals based on conditions like expertise or availability. Service Team is also used to route cases to predefined teams. According to SAP documentation, "Case routing rules can leverage master data like Responsible Employee and Service Team to determine case assignments." Contact (B) is a case attribute but not typically used for routing. Account hierarchy (C) is used for account management, not routing.
Reference:
SAP Help Portal: Case Routing Configuration in SAP Service Cloud V2
SAP Learning: Master Data in Case Routing

NEW QUESTION # 71
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