SAP C_C4H56_2411 Exam Practice Test Instant Access

Question 1

Which of the following actions can be performed in relation to registered products? Note: There are 2 correct answers to this question.

AMaintain a bill of materials

BEstablish a hierarchy

CDefine an expiration date

DAssign a technician

Answer : B, D

Question 2

You want to assign a value to a specific field based on another field value calculation. Which of the following can you create to enable the field calculation?

AA workflow

BA field attribute

CA determination

DAn autoflow

Answer : C

To assign a value to a field based on another field's value calculation in SAP Service Cloud V2, a determination is used. Determinations are rules that automatically calculate and set field values based on predefined conditions or calculations. According to SAP documentation, 'Determinations are used to calculate and assign field values dynamically based on other field values or conditions.'

A workflow (A) manages process flows, not field calculations. A field attribute (B) defines field properties, not calculations. An autoflow (D) automates actions but is not used for field value calculations.

SAP Help Portal: Determination Rules in SAP Service Cloud V2

SAP Community: Field Value Calculations

Question 3

You have configured the Service Level Agreements and their determination rules, but they are not derived in the case. Which of the following could be a reason for this? Note: There are 2 correct answers to this question.

AService Level Agreements are not configured in fine-tuning.

BThe determination rules have been configured, but not activated.

CA workflow rule was not scheduled to trigger the determination.

DService Level Agreements are not activated as a service.

Answer : A, B

Question 4

Which of the following actions do you need to grant access to the relevant service objects? Note: There are 2 correct answers to this question.

A. Assign a business role to a user B. Assign a business role to a service organization C. Assign a business role to an employee D. Set up the case designer with the assignment step employee

Answer :

To grant access to service objects (e.g., cases) in SAP Service Cloud V2, administrators must assign a business role to a user to define their permissions for accessing specific objects. Similarly, assigning a business role to an employee ensures the employee has the necessary access rights linked to their user account. According to SAP documentation, 'Access to service objects is granted by assigning business roles to users or employees.'

Assigning a business role to a service organization (B) is not a standard action, as roles are assigned to individuals. Setting up the case designer with the assignment step employee (D) is for case routing, not object access.

SAP Help Portal: Business Role Assignment in SAP Service Cloud V2

SAP Learning: Access Management for Service Objects

Question 5

Which of the following actions can be configured for autoflow? Note: There are 3 correct answers to this question.

ASend event email template

BSend info notifications

CSend event notifications

DSend object update

ESend emails

Answer : B, C, E

Autoflow in SAP Service Cloud V2 automates actions based on case conditions. Configurable actions include sending info notifications to inform users of specific events, sending event notifications for system-triggered updates, and sending emails to customers or agents. According to SAP documentation, 'Autoflow supports actions such as sending info notifications, event notifications, and emails to automate case-related communications.'

Send event email template (A) is not a standard autoflow action. Send object update (D) is not a distinct action, though autoflow can update objects indirectly.

SAP Help Portal: Autoflow Actions in SAP Service Cloud V2

SAP Community: Configuring Autoflow Rules

Question 6

What features are available in the SAP CX AI Toolkit?

APredict product availability

BDraft emails

CCreate knowledge articles

DAnalyze financial reliability

Answer : B

The SAP CX AI Toolkit in SAP Service Cloud Version 2 includes features to enhance customer experience processes. Draft emails is a key feature, allowing AI to generate email responses based on case context, improving agent efficiency. According to SAP documentation, 'The SAP CX AI Toolkit provides capabilities such as drafting emails to streamline service interactions.'

Predict product availability (A) is relevant to supply chain solutions, not the CX AI Toolkit. Create knowledge articles (C) is a manual process, not AI-driven. Analyze financial reliability (D) is not a feature of the CX AI Toolkit.

SAP Help Portal: SAP CX AI Toolkit in SAP Service Cloud V2

SAP Community: AI Features in SAP CX

Question 7

Which of the following options is correct in the configuration, if you want to assign an escalated case with priority urgent to a team? Note: Scroll down to view all possible answer options.

AOption A

BOption B

COption C

DOption D

Answer : B

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