SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 C_C4H56_2411 Exam Practice Test

Answer :

To enable an extension field for cases that allows multiple selections, administrators must create an extension field with data type String and data format Code to define a field that supports a code list (dropdown with multiple values). Additionally, they need to maintain the list of values and activate the Multi Value flag to allow users to select multiple options from the code list. According to SAP documentation, 'For multi-select extension fields, create a field with data type String and format Code, then maintain the code list and enable the Multi Value flag.'

Activating the Multi Value flag in adaptation mode (B) is not a standard step, as it's done during field configuration. Data type Object (C) is used for relationships, not multi-select fields.

SAP Help Portal: Extension Fields in SAP Service Cloud V2

SAP Community: Multi-Select Field Configuration

Answer : D

In SAP Service Cloud Version 2, once a case type is active, it cannot be directly modified. The only way to change an active case type is to perform the Create New Version action. This action creates a new version of the case type, allowing administrators to make changes while preserving the original. According to SAP documentation, 'To modify an active case type, you must create a new version using the Create New Version action, as direct changes to active case types are not permitted.'

It is not possible to change an existing case type (A) is incorrect, as creating a new version is allowed. Using the Draft status (B) applies to new case types, not active ones. Copying an existing case type (C) creates a separate case type, not a modification of the active one.

SAP Help Portal: Case Type Configuration in SAP Service Cloud V2

SAP Learning: Managing Case Types

Answer : C, D, E

Answer : B, C

Answer : C, D

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.

SAP Help Portal: Custom Field Creation in SAP Service Cloud V2

SAP Community: Extension Fields in Service Cloud

Answer : D

In SAP Service Cloud V2, the Source of a case (e.g., email, phone, social media) can be used as a condition to route a case to an employee. According to SAP documentation, 'You can configure the rules to determine the Service Level for a certain ticket depending on several parameters like Ticket Type, Service Category, Source, Channel ID etc.' Source is a standard attribute in routing rules to determine the appropriate employee or team.

Mashup (A) is used for external integrations, not routing. Autoflow (B) automates actions but does not route cases to employees. Input fields in the Case Designer (C) collect data but are not used for routing.

SAP Community: Service Level Agreement in SAP Cloud for Customer community.sap.com

SAP Help Portal: Case Routing Rules Configuration

Answer : A, C, E