SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version - 2 C_C4H56I_34 Exam Practice Test

Answer : C, D

To create a New product in SAP Service Cloud Version 2, you need to specify the product group and the unit of measure as mandatory elements. The product group defines the category of the product and the unit of measure defines the quantity of the product. Sales area data and price are optional elements that can be added later or maintained in other systems.Reference=Solution Guide for SAP Service Cloud Version 2, page 88, [Create Products | SAP Help Portal]

Answer : B, C

When creating a case, you need to enter the mandatory attributes that are marked with an asterisk (*) in the user interface. These attributes are status and subject. Status indicates the current state of the case, such as new, in process, or completed. Subject is a brief description of the case that helps to identify and categorize it. Installed base and case type are optional attributes that you can use to provide more information about the case, such as the customer's assets or the nature of the service request.Reference=Solution Guide for SAP Service Cloud Version 2, section ''Cases''

Answer : B, C

For Service Level Agreements (SLAs) to be correctly derived in cases within SAP Service Cloud Version 2, they need to be properly configured and activated. A common reason for SLAs not being derived could be that they have not been configured in the fine-tuning settings of the system. This setup is crucial for defining the SLAs' parameters and how they apply to various cases. Another potential issue could be that the determination rules, although configured, were not activated. These rules are essential for the system to automatically apply the correct SLA based on the case's attributes. Without activation, the system cannot utilize these rules to determine and apply SLAs to cases.

Answer : C

In SAP Service Cloud Version 2, access restrictions are governed by a set of rules that determine user permissions and access levels. When there is a conflict between access rights, 'Unrestricted access rights override any restrictions you have defined.' This means that if a user is granted unrestricted access rights in one area, these rights will take precedence over any other specific restrictions that might have been set, ensuring that users retain access to critical functions and information necessary for their roles.

Answer : A, C

In determining the reaction time for Service Level Agreements (SLAs) within SAP Service Cloud Version 2, 'Priority' and 'Case types' are key elements. The priority assigned to a case can directly influence the reaction time, with higher priority cases typically requiring faster response times. Case types also play a crucial role, as different types of cases may have varying levels of urgency and complexity, which can affect the expected reaction time. These elements help in setting appropriate response expectations and ensuring that cases are handled according to their significance and requirements.

Answer : A, C

In SAP Service Cloud Version 2, you use categories to capture and organize the services that your company wants to offer to create a hierarchical structure called a catalog. SAP Service Cloud Version 2 also uses the service categories that you create as attributes for Cases and Registered Products, meaning that you can have the system automatically match and direct incoming service requests (Cases) to the specific services in your catalog and supporting service teams. You can also maintain the service category determinations of Cases and Registered Products currently in process.Reference=Configuring Categories,Solution Guide for SAP Service Cloud Version 2

Answer : A, B, D

Access restriction types are used to define the level of access that a business role has for a business service. There are three access restriction types available in SAP Service Cloud Version 2:

Unrestricted: This means that the business role has full access to all the data related to the business service, regardless of the ownership or the organizational unit.

Define specific restriction: This means that the business role has access to the data related to the business service based on certain criteria, such as the employee responsible, the territory, the account team, or the service organization. You can define the specific restriction rules for each business service in the business role details.

Restricted: This means that the business role has no access to the data related to the business service. The business service is not visible or editable for the business role.Reference=Set Up Guide for SAP Service Cloud Version 2, page 10;Solution Guide for SAP Service Cloud Version 2, page 11