C_C4H56I_34 LATEST EXAM PATTERN & DOWNLOAD C_C4H56I_34 FEE

C_C4H56I_34 Latest Exam Pattern & Download C_C4H56I_34 Fee

C_C4H56I_34 Latest Exam Pattern & Download C_C4H56I_34 Fee

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q51-Q56):

NEW QUESTION # 51
What steps must the administrator perform to give service agents access to knowledge base articles? Note: There are 2 correct answers to this question.

  • A. Set up knowledge base articles in SAP Service Cloud Version 2.
  • B. Obtain API token credentials from the knowledge base provider.
  • C. Maintain the knowledge base provider settings in SAP Service Cloud Version 2.
  • D. Configure the relevant integration flow.

Answer: C,D

Explanation:
To enable knowledge base access:
* Configure integration flow (A): Establish connectivity between SAP Service Cloud and the knowledge base system (e.g., SAP Knowledge Base).
* Maintain provider settings (C): Define endpoints, authentication, and search parameters in SAP Service Cloud.
* API tokens (B) are part of provider-specific configurations but not standalone steps.
* Articles (D) are maintained in the external knowledge base, not directly in Service Cloud.
References:
* SAP Help Portal: Knowledge Base Integration
* SAP Documentation: Configuring Knowledge Base Providers


NEW QUESTION # 52
Service agents working on a specific case type in SAP Service Cloud Version 2 need to access and perform defined actions in an external solution. What steps must an administrator perform to make this possible? Note: There are 3 correct answers to this question.

  • A. Create a mashup to embed the web page of the external solution.
  • B. Include a dedicated step pointing to the mashup in one of the phases of the case type.
  • C. Develop a custom business object.
  • D. Define a custom screen for the mashup.
  • E. Use the web page URL of the external solution for extracting input parameters in the mashup

Answer: A,B,E

Explanation:
According to the SAP Service Cloud Version 2 learning resources, to enable service agents to access and perform actions in an external solution, such as SAP S/4HANA Service, from a specific case type, the administrator has to do the following steps:
* Create a mashup to embed the web page of the external solution. A mashup is a way to integrate data or functionality from another web application into SAP Service Cloud Version 2. The mashup can be configured to pass input parameters from the case to the external solution, such as the case ID, the account ID, or the product ID.
* Use the web page URL of the external solution for extracting input parameters in the mashup. The web page URL of the external solution is the source of the mashup, and it can be used to define the input parameters that the mashup will send to the external solution. For example, if the web page URL of the external solution is https://s4hana-service.com/create-order?caseId={caseId}&accountId={accountId}, then the mashup can use the placeholders {caseId} and {accountId} to extract the values from the case and pass them to the external solution.
* Include a dedicated step pointing to the mashup in one of the phases of the case type. A case type is a template that defines the phases and steps that a case goes through from creation to closure. A step is a specific action that a service agent can perform on a case, such as sending an email, creating a task, or launching a mashup. By including a dedicated step pointing to the mashup in one of the phases of the case type, the administrator can enable the service agents to access the external solution from the case screen.
The other options are not correct because:
* Developing a custom business object is not necessary to access an external solution from a case type. A custom business object is a way to extend the data model of SAP Service Cloud Version 2 by creating new entities and fields that are not available in the standard solution.
* Defining a custom screen for the mashup is not required to access an external solution from a case type.
A custom screen is a way to create a new user interface for a custom business object or a standard business object that has been extended with custom fields. A mashup does not need a custom screen, as it uses the web page of the external solution as its user interface. References = Integrating SAP Customer Service, Service Operations and Field Service, Solution Guide for SAP Service Cloud Version 2


NEW QUESTION # 53
Which field can be used to determine Service Level Agreements?

  • A. Event in case
  • B. Custom field
  • C. Reading value of a registered product
  • D. Account role

Answer: C


NEW QUESTION # 54
WWhich of the following are mandatory to maintain when you want to create a new business user?
Note: There are 2 correct answers to this question.

  • A. Organization
  • B. E-mail
  • C. Business role
  • D. Employee

Answer: C,D

Explanation:
When creating a new business user in SAP Service Cloud Version 2, it is mandatory to maintain certain key elements. "Employee" information is crucial as it links the user account to an individual's employee record within the organization, providing context and defining the user's position and role within the company.
Additionally, assigning a "Business role" is essential as it determines the access levels, permissions, and functionalities available to the user based on their responsibilities and tasks within the organization.


NEW QUESTION # 55
Which of the following objects can be displayed in the Timeline tabstrip in the Customer Hub? Note:
There are 2 correct answers to this question.

  • A. Calls
  • B. Installed base
  • C. Contracts
  • D. Cases

Answer: C,D

Explanation:
The Timeline tabstrip in the Customer Hub of SAP Service Cloud Version 2 is designed to provide a chronological view of significant interactions and milestones related to a customer. Among the various objects that can be displayed in this timeline, Cases and Contracts are pivotal. Cases represent individual customer inquiries or issues that have been logged, tracked, and resolved over time. Contracts, on the other hand, document the formal agreements between the service provider and the customer, outlining the scope of services, terms, and conditions. These elements are crucial for a comprehensive view of the customer's history, enabling service agents to deliver informed, contextual, and efficient support


NEW QUESTION # 56
......

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