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SAP C-C4H56-2411 Exam Syllabus Topics:

Topic
Details

Topic 1

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 2

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 3

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 4

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 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

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.

SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q40-Q45):

NEW QUESTION # 40
Which of the following attributes are mandatory when creating new custom fields? Note: There are 2 correct answers to this question.

A. Label
B. Searchable
C. Sortable
D. Data type

Answer: A,D

Explanation:
When creating new custom fields in SAP Service Cloud V2, the Data type is mandatory to define the type of data the field will store (e.g., text, number, date). The Label is also required to provide a name or description for the field, ensuring clarity for users. According to SAP documentation, "When creating custom fields, administrators must specify the data type and label as mandatory attributes." Searchable (A) and Sortable (B) are optional attributes that can be enabled based on business needs but are not mandatory.
Reference:
SAP Help Portal: Custom Field Creation in SAP Service Cloud V2
SAP Community: Extension Fields in Service Cloud

NEW QUESTION # 41
Which elements are used to calculate the due dates defined in Service Level Agreements? Note: There are 2 correct answers to this question.

A. Operating hours
B. Working calendar
C. Maintenance plan
D. Service contract

Answer: A,B

NEW QUESTION # 42
How can you adapt the status schema of a case type? Note: There are 2 correct answers to this question.

A. The status schema cannot be adapted.
B. Add or remove statuses in the existing status schema.
C. Use code list restrictions.
D. Change the existing status schema.

Answer: B,D

Explanation:
In SAP Service Cloud V2, the status schema of a case type can be adapted by changing the existing status schema to modify the sequence or behavior of statuses. Administrators can also add or remove statuses in the existing status schema to tailor the case lifecycle to business needs. According to SAP documentation, "The status schema of a case type can be adapted by modifying the existing schema or adding/removing statuses as required." The status schema cannot be adapted (A) is incorrect, as adaptations are supported. Code list restrictions (D) limit dropdown values, not status schema changes.
Reference:
SAP Help Portal: Case Type Configuration in SAP Service Cloud V2
SAP Learning: Status Schema Management

NEW QUESTION # 43
What can you do with Microsoft Teams integration? Note: There are 3 correct answers to this question.

A. Make outbound calls.
B. Send e-mails to customers.
C. Share workspaces.
D. Hand over cases.
E. Create appointments.

Answer: A,C,E

NEW QUESTION # 44
Which element can be used to restrict access to views?

A. Code list restrictions
B. Determination rules
C. Field attributes
D. Business roles

Answer: D

Explanation:
Access to views in SAP Service Cloud V2 is restricted using business roles. Business roles define the permissions and access rights for users, including which views (e.g., case lists, account details) they can access. According to SAP documentation, "Business roles are used to control access to specific views and objects, ensuring users only see relevant data." Determination rules (B) are used for field value calculations, not view access. Code list restrictions (C) limit dropdown values, not views. Field attributes (D) control field properties, not view-level access.
Reference:
SAP Help Portal: Business Role Configuration in SAP Service Cloud V2
SAP Learning: Access Management

NEW QUESTION # 45
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