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Valid C-C4H56-2411 Mock Exam | C-C4H56-2411 Reliable Study Questions

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SAP C-C4H56-2411 Exam Syllabus Topics:

Topic
Details

Topic 1

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 2

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 3

Managing Clean Core: This part of the exam is designed for a Platform Optimization Lead and focuses on evaluating and applying clean core principles to customer experience solutions. It measures the ability to maximize business process agility, reduce adaptation efforts, and accelerate innovation.

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

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

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 7

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 8

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 9

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.

SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q41-Q46):

NEW QUESTION # 41
Which object is mandatory to configure a case routing rule to a team?

A. Party Role
B. Case Designer Step Assignment
C. Case Type
D. Employee

Answer: C

Explanation:
To configure a case routing rule to a team in SAP Service Cloud V2, the Case Type is mandatory. Case Type defines the category and process flow of the case, serving as a primary condition for routing rules. According to SAP documentation, "The Routing rules for Cases are maintained in SAP Service Cloud Version 2 by administrators in the following path: Settings → Cases → Case Routing to Team → Case Routing to Employees," and Case Type is a key attribute used to determine routing conditions.
Party Role (A) is optional and used for specific scenarios. Employee (B) is the target of routing, not a mandatory object for configuration. Case Designer Step Assignment (C) is part of the case designer but not required for team routing rules.
Reference:
SAP Learning: Configuring Case Routing Rules learning.sap.com
SAP Help Portal: Case Routing Configuration

NEW QUESTION # 42
How can service agents create cases? Note: There are 2 correct answers to this question.

A. In the Account General facet, Create button (+) and select Case.
B. In the case worklist, Create button (+) and select Case.
C. In Agent Desktop, click the Create button (+) and select Case.
D. In the Related Service Object facet of registered products, Create button (+) and select Case.

Answer: C,D

NEW QUESTION # 43
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. SLA
B. Service categories
C. Case routing
D. Notifications

Answer: C

NEW QUESTION # 44
Which of the following configuration activities are part of SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Maintain case types
B. Set scoping attributes
C. Set up Agent Desktop
D. Set up deals

Answer: A,C

NEW QUESTION # 45
What basic steps are required to create the warranties as described?

A. Warranties are automatically generated when a Registered Product is created.
B. Create a Registered Product for a Customer Account. Maintain the Warranty field and then save.
C. Create a Registered Product for an organization. Maintain the Warranty field and then save.
D. Copy an existing Warranty to a new Individual Customer, alter the conditions and then save.

Answer: A

NEW QUESTION # 46
......

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