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

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 : 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 : A, C, E

When configuring a new email channel in SAP Service Cloud Version 2, administrators have the ability to maintain several key parameters to ensure the proper setup and functioning of the email communication channel. The 'Channel type' parameter is fundamental, as it defines the nature of the channel being configured, in this case, specifying it as an email channel. The 'Channel email ID' is another crucial parameter, identifying the specific email address associated with this channel, through which incoming and outgoing communications are routed. Lastly, the 'Default account' parameter is essential for defining the default system account or user that will be associated with emails received through this channel, ensuring that emails are correctly routed and managed within the SAP Service Cloud system

Answer : C, D

You can use mashups and actions to grant user access to an SAP S/4HANA transaction in SAP Service Cloud Version 2 as an administrator. Mashups are web-based applications that combine data or functionality from different sources, such as SAP S/4HANA. Actions are predefined or custom operations that can be executed on business objects, such as opening an SAP S/4HANA transaction. To enable user access to an SAP S/4HANA transaction, you need to create a mashup for the transaction URL and configure the relevant action to call the mashup.Reference=SAP Service Cloud Version 2 | SAP Help Portal,SAP Service Cloud Version 2 Integration Guides for SAP S/4HANA,SAP Service Cloud Version 2 Mashups,SAP Service Cloud Version 2 Actions

Answer : A, B, D

Autoflow is a feature that allows you to define rules that trigger actions based on certain conditions and events. You can configure three types of actions for autoflow: send info notifications, send e-mails, and send event notifications. Send info notifications are messages that appear in the user interface of SAP Service Cloud Version 2 to inform users about the status of a process or an entity. Send e-mails are messages that are sent to external recipients, such as customers or partners, using predefined e-mail templates. Send event notifications are messages that are sent to integrated solutions, such as SAP Marketing Cloud or SAP Sales Cloud, using predefined event templates. You cannot configure autoflow to send object updates or event e-mail templates. Object updates are changes that are made to the fields or attributes of an entity, such as a case or a service order. Event e-mail templates are e-mail templates that are used to send event notifications to integrated solutions. To configure object updates, you need to use the administration tool. To configure event e-mail templates, you need to use the event management tool.Reference=Solution Guide for SAP Service Cloud Version 2, section ''Autoflow'', page 34.

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, C

According to the SAP Service Cloud Version 2 documents and learning resources, the following are required to grant business user access:

User ID. A user ID is a unique identifier for a business user, which is used to log on to the system and to assign a business role. A user ID can be created manually or automatically, and it can be based on the employee ID, the email address, or a custom format.

Employee. An employee is a master data object that represents a person who works for your company and performs a specific role or function. An employee can be assigned to one or more organizational units, and can have one or more business users associated with them.

The other options are not correct because:

Access restriction. Access restriction is a way to control the visibility and editability of data for business users based on their business roles and organizational assignments. Access restriction is not required to grant business user access, but it can be used to refine the access level after the business user is created and assigned a business role.

Assignment to an organizational unit. An organizational unit is a master data object that represents a structural element of your company, such as a department, a team, or a branch. An organizational unit can be assigned to one or more employees, and can be used as an attribute for access restriction. Assignment to an organizational unit is not required to grant business user access, but it can be used to define the scope of the business user's responsibility and visibility.Reference=Creating Business Users and Business Roles,Creating Business Roles,Set Up Guide for SAP Service Cloud Version 2,SAP Service Cloud Version 2 | SAP Help Portal