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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

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 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

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 5

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 6

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 7

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 8

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 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.

SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q27-Q32):

NEW QUESTION # 27
Which of the following are mandatory attributes when creating a case? Note: There are 2 correct answers to this question.

A. Subject
B. Case type
C. Installed base
D. Status

Answer: B,D

NEW QUESTION # 28
Which tool can you use to automatically replicate data from S/4HANA to SAP Service Cloud Version 2?

A. Data Workbench
B. SAP BTP
C. SAP WorkZone
D. SAP Build

Answer: B

Explanation:
SAP BTP (Business Technology Platform) is the tool used to automatically replicate data from SAP S/4HANA to SAP Service Cloud V2. SAP BTP provides integration services, such as SAP Integration Suite, to enable seamless data replication and synchronization between the two systems. According to SAP documentation, "SAP BTP facilitates automatic data replication between SAP S/4HANA and SAP Service Cloud V2 using standard integration flows." Data Workbench (A) is used for manual data imports/exports. SAP Build (B) is for app development, not data replication. SAP WorkZone (C) is a collaboration tool, not for data integration.
Reference:
SAP Help Portal: Integration with SAP S/4HANA via SAP BTP
SAP Community: Data Replication in SAP Service Cloud

NEW QUESTION # 29
What steps must an administrator perform to enable the phone channel in Agent Desktop? Note: There are 2 correct answers to this question.

A. Obtain API token credentials from the CTI provider.
B. Integrate with a third-party Computer Telephony Integrator (CTI) provider.
C. Add a mashup service in Agent Desktop.
D. Add the phone channel to the live interaction widget.

Answer: B,D

NEW QUESTION # 30
Which actions could you take to control the reaction times of a case? Note: There are 3 correct answers to this question.

A. Adjust the SLA.
B. Change the priority.
C. Escalate the case.
D. Assign a territory to the case.
E. Assign a different team to the case.

Answer: B,C,E

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. Employee
C. Assignment to an organizational unit
D. Access restriction

Answer: A,B

NEW QUESTION # 32
......

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