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SAP C_C4H56_2411 Exam Online & Download C_C4H56_2411 Free Dumps

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SAP C_C4H56_2411 Exam Syllabus Topics:

Topic
Details

Topic 1

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 2

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 3

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 4

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.

Topic 5

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 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.

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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q72-Q77):

NEW QUESTION # 72
Which of the following objects can be displayed in the Timeline tabstrip in the Customer Hub? Note: There are 2 correct answers to this question.

A. Installed base
B. Cases
C. Calls
D. Contracts

Answer: B,D

NEW QUESTION # 73
Which of the following options are correct to display warning messages for escalated cases? Note: Scroll down to view all possible answer options.

Answer: A

NEW QUESTION # 74
You want to change the standard text of the Related Entities tab in the case object. Which of the following is the correct option?

A. Case extensibility
B. Language adaptation
C. Screen adaptation
D. Page layout

Answer: B

Explanation:
To change the standard text of the Related Entities tab in the case object in SAP Service Cloud Version 2, the Language adaptation tool is used. This tool allows administrators to modify UI labels, including tab names, to align with business terminology or language requirements. According to SAP documentation, "Language adaptation enables the customization of standard text, such as tab names, to meet specific business needs." Screen adaptation (A) is not a standard term in SAP Service Cloud V2. Page layout (B) controls the arrangement of fields and sections, not text changes. Case extensibility (D) is used for adding custom fields or objects, not renaming tabs.
Reference:
SAP Help Portal: Language Adaptation in SAP Service Cloud V2
SAP Learning: UI Customization in SAP Service Cloud

NEW QUESTION # 75
Which types of master data can be used in case routing? Note: There are 2 correct answers to this question.

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

Answer: B,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 # 76
You have determined that one of your products has a known fault. You want to ensure that all cases with that product are automatically assigned to the escalation team. Which feature in SAP Service Cloud Version 2 would you use to do this?

A. Notifications
B. SLA
C. Service categories
D. Case routing

Answer: D

NEW QUESTION # 77
......

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