C_C4H56I_34 FREE LEARNING CRAM & C_C4H56I_34 NEW BRAINDUMPS FREE

C_C4H56I_34 Free Learning Cram & C_C4H56I_34 New Braindumps Free

C_C4H56I_34 Free Learning Cram & C_C4H56I_34 New Braindumps Free

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SAP C_C4H56I_34 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Cases: This topic equips SAP Consultants with the processes for handling customer cases, including creation, updates, and resolution. Techniques for routing cases to suitable agents and setting up escalation rules are highlighted, ensuring efficient case management and escalation handling for superior customer service.
Topic 2
  • Communication Channels: SAP Consultants learn about configuring multiple communication channels such as email, chat, and phone, integrating CTI systems for enhanced communication efficiency, and monitoring channel performance. This ensures effective customer interaction and channel optimization.
Topic 3
  • User Management: Here, SAP Consultants explore the mechanisms of controlling access within the system through role-based permissions and onboarding processes for new users. Audit logging techniques are also covered here.
Topic 4
  • Service Objects: This topic introduces SAP Consultants to the creation and customization of service objects that facilitate the management of specific service requests. Linking service objects to cases is also discussed, ensuring effective organization and improved case handling in the service lifecycle.
Topic 5
  • Service Elements: SAP Consultants delve into configuring service level agreements (SLAs) to copyright service delivery standards, establishing workflows with approval mechanisms, and implementing feedback tools for customer satisfaction. These elements ensure structured and customer-focused service operations.

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q33-Q38):

NEW QUESTION # 33
Which of the following account types can be used in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

  • A. Individual customers
  • B. Channel partners
  • C. Contacts
  • D. Groups

Answer: A,C

Explanation:
In SAP Service Cloud Version 2, there are three types of account to choose from: business or company customer (referred to as Account), individual customer, and contact. Contacts are associated with accounts and can have different roles, such as decision maker, influencer, or end user. Individual customers are accounts that represent a single person, such as a consumer or a sole proprietor. Channel partners are not a separate account type, but a role that can be assigned to an account. Groups are not an account type, but a way to organize accounts into categories, such as industry, region, or segment. References = Creating Customer Account Master Data, SAP Service Cloud Version 2 Feature Scope Description


NEW QUESTION # 34
What steps must an administrator perform to enable the phone channel in Agent Desktop? Note: There are 2 correct answers to this question.

  • A. Add a mashup service in Agent Desktop.
  • B. Obtain API token credentials from the CTI provider.
  • C. Integrate with a third-party Computer Telephony Integrator (CTI) provider.
  • D. Add the phone channel to the live interaction widget.

Answer: C,D


NEW QUESTION # 35
Where can the administrator configure which event types must be visible in the timeline of the Customer Hub screen?

  • A. In the general configuration of Agent Desktop
  • B. The event types are enabled by default and cannot be changed.
  • C. In the Customer Hub screen configuration
  • D. In the timeline configuration

Answer: D


NEW QUESTION # 36
Which categories can you use when creating a service catalog in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

  • A. Category
  • B. Subcategory
  • C. Incident category
  • D. Cause category

Answer: A,B


NEW QUESTION # 37
You are configuring SAP Service Cloud Version 2 to automatically assign employees to a case. Which feature can help with this?

  • A. Process for cases
  • B. Escalation
  • C. Prioritization settings
  • D. Routing

Answer: D


NEW QUESTION # 38
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