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

Answer : C

The language adaptation tool allows you to rename the labels of UI elements, such as the cases facet, in different languages. You can access the tool from the user menu by clicking onSettingsand thenLanguage Adaptation. You can select the language and the scope of the adaptation, and then search for the label you want to change. You can also export and import the adaptations as CSV files.Reference=Solution Guide for SAP Service Cloud Version 2, page 16.

The language adaptation tool allows you to rename the labels of UI elements, such as the cases facet, in different languages. You can access the tool from the user menu by clicking onSettingsand thenLanguage Adaptation. You can select the language and the scope of the adaptation, and then search for the label you want to change. You can also export and import the adaptations as CSV files.Reference=Solution Guide for SAP Service Cloud Version 2, page 16.

Answer : D

E-mail templates are used to define the fixed content (such as subject or disclaimer) and variable parts (such as the form of address) of the email responses that service agents send to customers. E-mail templates can also be customized to include the corporate branding, such as logos, colors, fonts, and signatures, according to the needs of the service organization. E-mail templates can be created and maintained using the Configuring Email app in SAP Service Cloud Version 2.Reference=Configuring Email - SAP Learning,Maintain Email Templates | SAP Help Portal,Configuring Email Templates - SAP Customer Data Cloud,Configuring Email Templates | SAP Help Portal

Answer : B, D

Creating an incident in SAP Service Cloud Version 2 involves utilizing the built-in support framework provided by SAP. This framework is designed to streamline the process of reporting and managing issues directly within the SAP ecosystem. Logging an incident through the SAP for Me portal is a critical step in this process, as it serves as a centralized platform for customers to access various SAP services, including support and incident management. Additionally, activating the Built-In Support feature within the SAP Service Cloud environment enables users to directly report issues from within the application, ensuring that incidents are captured accurately and routed to the appropriate support channels for resolution

Answer : D

According to the SAP Service Cloud Version 2 documents and learning resources, the master data that is synchronized bidirectionally between SAP S/4HANA and SAP Service Cloud Version 2 is Account. Account is a master data object that represents a business partner, such as a customer, a competitor, or a supplier, in SAP Service Cloud Version 2. Account can be replicated from SAP S/4HANA to SAP Service Cloud Version 2, and vice versa, using the integration package SAP Sales Cloud and SAP Service Cloud Version 2 Integration for Master Data with SAP S/4HANA or SAP S/4HANA Cloud. The integration package uses the OData service API_BUSINESS_PARTNER to exchange account data between the two systems.

The other options are not correct because:

Product is not

Answer : A, D

Case routing in SAP Service Cloud Version 2 is a mechanism that automatically directs incoming cases to the appropriate service teams or individuals based on predefined criteria. The 'Service Category' is one of the primary criteria used in case routing. It categorizes cases based on the nature of the inquiry or issue, ensuring that they are directed to the team with the relevant expertise. Additionally, the 'Service Team' is determined during case routing, which involves assigning cases to specific groups of service agents or teams who are equipped to handle them. This ensures that cases are managed by the most suitable and knowledgeable personnel, facilitating efficient resolution.

Answer : A, C

You cannot access cases in SAP Service Cloud Version 2 if you do not have the appropriate access rights or permissions. There are two possible reasons for this: either access to the Case app is not enabled for the business user, or the employee is not assigned to the correct business role. Access to the Case app is enabled by adding the Case work center and the relevant work center views to the business role assigned to the business user. The business role defines the functional scope and access rights of the user for specific tasks and operations. If the business user does not have the Case work center or the necessary work center views in their business role, they will not be able to access cases in SAP Service Cloud Version 2. Alternatively, the employee may have the Case work center and work center views in their business role, but they may not be assigned to the correct business role in the first place. The business role assignment is done in the Employee work center, where the administrator can assign one or more business roles to each employee. If the employee is not assigned to the business role that has the Case work center and work center views, they will not be able to access cases in SAP Service Cloud Version 2.Reference=Creating Business Roles, section ''How to Add a Work Center to a Business Role'' and ''How to Add a Work Center View to a Business Role'';Assigning Business Roles to Employees, section ''How to Assign a Business Role to an Employee''

Answer : B, D

The adaptation tool allows you to add a new button or a new field to the user interface of SAP Service Cloud Version 2. You can also change the properties of existing buttons and fields, such as the label, the visibility, the data binding, and the actions. However, you cannot create a new URL mashup using the adaptation tool. To create a new URL mashup, you need to use the administration tool.Reference=Solution Guide for SAP Service Cloud Version 2, section ''Adaptation'', page 33.