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SAP C-C4H56I-34 Exam Syllabus Topics:

Topic	Details
Topic 1	Service Elements: SAP Consultants delve into configuring service level agreements (SLAs) to uphold service delivery standards, establishing workflows with approval mechanisms, and implementing feedback tools for customer satisfaction. These elements ensure structured and customer-focused service operations.
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	Master Data: This topic familiarizes SAP Consultants with essential processes for managing master data, including customer data creation, maintenance, and archival. It also delves into managing service offerings and product data to align with business needs. Data migration strategies are explained, ensuring the successful import of existing records into SAP Service Cloud while maintaining data integrity.
Topic 4	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 5	Basic Setup: In this topic, SAP Consultants gain insights into establishing the foundation of the SAP Service Cloud environment. It encompasses configuring integration settings with SAP and non-SAP systems, enabling seamless connectivity, and customizing the user interface for usability and branding.

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Free PDF Quiz 2025 SAP C-C4H56I-34: High-quality Interactive SAP Certified Application Associate - SAP Service Cloud Version 2 EBook

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q77-Q82):

NEW QUESTION # 77
Which of the following describe how access restrictions are governed in SAP Service Cloud Version 2?

A. If the access rights are contradictory, the system automatically grants no access.
B. Restricted access rights override any unrestricted access you have defined.
C. You can decide if access rights override any restrictions you have defined.
D. Unrestricted access rights override any restrictions you have defined.

Answer: B

Explanation:
Access restrictions follow the principle of "least privilege." If a user has both unrestricted and restricted access rights, the system enforces the restricted access (D) to ensure data security.
Why other options are incorrect:
* A, B, C: Contradict SAP's security model, where explicit restrictions take precedence.
References:
* SAP Security Guide: "Access Restriction Rules".

NEW QUESTION # 78
Which of the following apply when accessing a new SAP Service Cloud Version 2 tenant? Note: There are 2 correct answers to this question.

A. Any test tenant needs to be purchased separately.
B. The business settings will need to be activated for the tenant.
C. The administrator must create an initial user in order to log in to the tenant for the first time.
D. The customer will need to provision new tenants through SAP for Me.

Answer: C,D

NEW QUESTION # 79
Which elements are used to calculate the due dates defined in Service Level Agreements? Note:There are 2 correct answers to this question.

A. Service contract
B. Working calendar
C. Maintenance plan
D. Operating hours

Answer: B,D

NEW QUESTION # 80
You have integrated Microsoft Teams with SAP Service Cloud Version 2.
Where can service agents start sharing workspaces for cases by clicking on the Share Workspace icon? Note: There are 2 correct answers to this question.

A. In Agent Desktop
B. In the interaction log
C. In the case worklist
D. In the case

Answer: A,D

NEW QUESTION # 81
What can you do with Microsoft Teams integration? Note: There are 3 correct answers to this question.

A. Send e-mails to customers.
B. Make outbound calls.
C. Share workspaces.
D. Hand over cases.
E. Create appointments.

Answer: B,C,D

Explanation:
You can do the following things with Microsoft Teams integration in SAP Service Cloud Version 2:
Share workspaces: You can quickly create and share a workspace via MS Teams when you need support from an expert or your manager. You can share content from within agent teams and stay up to date on the latest service requests, comments, discussions, and decisions online.
Hand over cases: You can hand over cases to other agents or teams via MS Teams. You can also assign tasks and subtasks to other agents or teams and track their progress.
Make outbound calls: You can make outbound calls to customers or contacts using MS Teams. You can also record the calls and attach them to the case or contact. References = Integrating SAP Service Cloud Version 2 with MS Teams, Solution Guide for SAP Service Cloud Version 2, section Microsoft Teams Integration.

NEW QUESTION # 82
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