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SAP C_C4H56I_34 Exam Syllabus Topics:

Topic	Details
Topic 1	Configuration Document Types, Party Role, Status Schema and Business Flows Set up the service objects Registered Products, Installed Base and Warranty
Topic 2	Enable the system through Activation of Services Manage the Personalization, Extension fields, Validations and Determinations
Topic 3	Configuration SLA, Categories and Case Routing Set up master data regarding Account, Contact, Product, Organization and employees
Topic 4	Manage the creation of User and business roles including authorization Configuration the Agent Desktop for CTI and Interaction Center Processes

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q28-Q33):

NEW QUESTION # 28
To which objects can you assign employees in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Registered products
B. Accounts
C. Response templates
D. Service levels

Answer: A,B

NEW QUESTION # 29
What options are available to automatically assign an employee or team to a case? Note: There are 2 correct answers to this question.

A. Set up rule(s) for case routing to employees.
B. Set up rules with BRF+.
C. Define case types and assign responsible teams and employees.
D. Set up rule(s) for case routing to teams.

Answer: A,D

Explanation:
According to the SAP Service Cloud Version 2 documents and learning resources, you can use the following options to automatically assign an employee or team to a case:
Set up rule(s) for case routing to employees. You can configure case routing rules to assign cases to specific employees 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. You can maintain case routing rules for employees in the Settings > Cases > Case Routing to Employees view.
Set up rule(s) for case routing to teams. You can also configure case routing rules to assign cases to teams based on the same attributes as for employees. You can maintain case routing rules for teams in the Settings > Cases > Case Routing to Team view.
The other options are not correct because:
Define case types and assign responsible teams and employees. You can define case types to model different types of service workflows based on your business processes. You can add phases, steps, approvals, and automated flows to each case type. However, defining case types and assigning responsible teams and employees does not automatically assign an employee or team to a case. You still need to set up case routing rules to do that.
Set up rules with BRF+. BRF+ is a tool that allows you to create and maintain business rules in a graphical user interface. You can use BRF+ to define complex rules for various scenarios, such as pricing, output management, or workflow. However, BRF+ is not used to automatically assign an employee or team to a case in SAP Service Cloud Version 2. You need to use case routing rules for that purpose. References = Configuring Case Routing Rules, Creating a Case Type, Business Rule Framework plus (BRFplus)

NEW QUESTION # 30
Which of the following services can be activated in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Initial user
B. Live activity configuration
C. Agent Desktop
D. Templates

Answer: C,D

NEW QUESTION # 31
Which types of master data can be used in case routing? Note: There are 2 correct answers to this question.

A. Contact
B. Responsible employee
C. Account hierarchy
D. Team

Answer: B,D

NEW QUESTION # 32
What is the only way to change an active case type?

A. It is not possible to change an existing case type.
B. Edit the name of the existing case type.
C. Copy an existing case type.
D. Execute the Create New Version action.

Answer: D

Explanation:
Existing Cases can be changed, but only by executing the action "Create New Version" from the existing Case Type that has to be modified. For example, if after creating a new Case Type, the Administrator realizes that the Service Catalog is missing, they will have to execute the action Create New Version from the existing Case Type, then enter the service catalog and activate the new version. References = Creating a Case Type

NEW QUESTION # 33
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