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

Answer : C

One of the main uses for warranty management in SAP Service Cloud Version 2 is to associate a warranty with a registered product. This allows the service agent to automatically determine the warranty coverage and validity when creating a case for a customer who owns the registered product. The warranty can include information such as the duration, the coverage option, and the start date. The warranty is created in the Products work center and then assigned to the registered product in the Registered Products work center.Reference=Managing Warranties - SAP Learning,Creating a Warranty - SAP Learning,Solution Guide for SAP Service Cloud Version 2, page 88

Answer : A, D

The following configuration activities are part of SAP Service Cloud Version 2:

Maintain case types: You can maintain case types to define the different categories of cases that you handle in your service organization. You can specify the name, description, priority, status, and other attributes for each case type. You can also assign case types to service categories and service levels.

Set up Agent Desktop: You can set up Agent Desktop to customize the user interface and the functionality of the solution. You can configure the layout, the navigation, the cards, the widgets, the actions, the timeline, the quick create, and the search options for the Agent Desktop.Reference=Configuring Case Types, sectionMaintain Case Types;Configuring Agent Desktop, sectionSet Up Agent Desktop.

Configuration activities in SAP Service Cloud Version 2 include a range of tasks designed to tailor the system to specific business processes and requirements. 'Maintaining case types' is a critical activity that involves defining and configuring the different categories of customer inquiries and issues that can be logged in the system. This configuration is essential for organizing, tracking, and managing cases efficiently. Another important configuration activity is 'Setting up Agent Desktop,' which involves customizing the user interface and functionalities available to service agents. This setup is crucial for ensuring that agents have access to the necessary tools, information, and workflows to effectively resolve customer cases.

Answer : A, D

Option A is correct because the administrator must obtain API token credentials from the CTI provider in order to configure the phone integration in Agent Desktop1.

Option D is correct because the administrator must integrate with a third-party CTI provider in order to enable the phone channel in Agent Desktop2.SAP Service Cloud Version 2 does not have native CTI, so a CTI widget adapter is used to connect the CTI provider with the Agent Desktop3.

Option B is incorrect because the administrator does not need to add a mashup service in Agent Desktop to enable the phone channel. A mashup service is used to integrate external applications or web pages into the Agent Desktop, but it is not required for the phone channel.

Option C is incorrect because the administrator does not need to add the phone channel to the live interaction widget to enable the phone channel. The live interaction widget is used to display the incoming and ongoing interactions from various channels, but it does not control the activation of the phone channel.Reference=

Configuring Phone - SAP Learning

SAP Service Cloud Version 2 Integration - Sinch

Agent Console Add-On for SAP Service Cloud - SAP Online Help

[Mashup Services - SAP Online Help]

[Live Interaction Widget - SAP Online Help]

Enabling the phone channel in Agent Desktop within SAP Service Cloud Version 2 requires integration with external telephony solutions to facilitate voice communication capabilities. This integration is achieved through collaboration with a Computer Telephony Integration (CTI) provider. The essential steps involve obtaining API token credentials from the chosen CTI provider, which are necessary for authenticating and establishing a secure connection between the SAP Service Cloud and the telephony system. Additionally, the integration process involves configuring the necessary settings and parameters within the Agent Desktop to ensure seamless communication flow and functionality, leveraging the capabilities and services offered by the CTI provider

Answer : C, D

To give service agents access to knowledge base articles in SAP Service Cloud Version 2, administrators need to perform specific configurations within the system. This involves maintaining the settings for the knowledge base provider, which could be an internal solution or a third-party service integrated with SAP Service Cloud. By properly configuring these settings, the system can connect to the knowledge repository and retrieve relevant articles. Additionally, setting up the knowledge base articles within SAP Service Cloud is essential. This setup includes defining article structures, content, and access permissions to ensure that agents can efficiently find and utilize the information to assist customers, thereby enhancing the quality and speed of service

Answer : B

Triggering an event notification based on a specific condition in SAP Service Cloud Version 2 typically involves implementing custom logic through the Software Development Kit (SDK). This approach allows for the creation of tailored functionalities that can respond to very specific conditions or criteria within the system. By utilizing the SDK, developers can write scripts or programs that monitor certain conditions or events within the Service Cloud environment and trigger notifications accordingly. This method provides a flexible and powerful means to extend the standard capabilities of SAP Service Cloud to meet unique business requirements

Answer : B

To assist agents with case resolution, a functionality that can be enabled is to integrate a knowledge base. A knowledge base is a repository of information that contains articles, documents, FAQs, and other resources that can help agents find answers to customer queries and issues. By integrating a knowledge base with SAP Service Cloud Version 2, agents can access relevant and up-to-date information from within the agent desktop, without having to switch to another application or browser. Agents can also create new knowledge articles from cases, and link existing articles to cases for future reference. Integrating a knowledge base can improve agent productivity, customer satisfaction, and service quality.Reference=Solution Guide for SAP Service Cloud Version 2,Explaining the Support for the Customer Service Process

Answer : A, B

In SAP Service Cloud Version 2, you can use case routing rules to automatically assign cases to a team or a responsible employee based on various attributes of the case, such as subject, priority, channel, or category. You can also use master data such as account, contact, product, or organization as attributes for case routing rules. However, account hierarchy is not a valid attribute for case routing, as it is not a master data object but a relationship between accounts. Contact is also not a valid attribute for case routing, as it is not directly related to the case but to the account or individual customer.Reference=Configuring Case Routing Rules,Master Data