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SAP C_C4H56_2411 Exam Syllabus Topics:

Topic	Details
Topic 1	Integration: This domain targets the skills of an Integration Architect and covers the various integration scenarios supported by SAP Service Cloud Version 2. It assesses the ability to connect the system with other applications and services.
Topic 2	Cases: This domain measures the skills of a Business Process Analyst and focuses on the configuration of document types, party roles, status schemas, and business flows. It evaluates the understanding of case management and process structuring within the system.
Topic 3	Managing Clean Core: This part of the exam is designed for a Platform Optimization Lead and focuses on evaluating and applying clean core principles to customer experience solutions. It measures the ability to maximize business process agility, reduce adaptation efforts, and accelerate innovation.
Topic 4	Communication Channels: This section is intended for a Communication Solutions Specialist and covers the configuration of the Agent Desktop for Computer Telephony Integration (CTI) and Interaction Center processes. It also includes setting up the email communication channel for inbound and outbound scenarios.
Topic 5	Scenario Based Questions: This section evaluates the problem-solving abilities of a Solution Consultant and presents questions based on fictional scenarios to test comprehensive knowledge of SAP Service Cloud Version 2 in real-world contexts.
Topic 6	Service Elements: This part of the exam is designed for a Service Process Designer and covers the configuration of Service Level Agreements (SLAs), categories, and case routing. It assesses the ability to define and manage service elements that impact customer support workflows.
Topic 7	Basic Setup This section of the exam measures the skills of a System Administrator and covers the initial configuration steps required to set up the SAP Service Cloud Version 2 system for the first time. It assesses the ability to perform foundational setup tasks to ensure the system is ready for use.
Topic 8	Service Objects: This section targets the proficiency of a Service Operations Specialist and covers the setup of service objects like Registered Products, Installed Base, and Warranty. It looks at how these elements are configured to support service management processes.

SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q29-Q34):

NEW QUESTION # 29
What steps must an administrator perform to enable the phone channel in Agent Desktop? Note: There are 2 correct answers to this question.

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

Answer: B,D

NEW QUESTION # 30
Which tool can you use to rename the Accounts facet?

A. Page layout
B. Workflow with action type field update
C. Language adaptation tool
D. Adaptation tool

Answer: C

Explanation:
To rename the Accounts facet in SAP Service Cloud V2, the Language adaptation tool is used. This tool allows administrators to modify labels and texts, including facet names, to align with business terminology or language requirements. According to SAP documentation, "The Language adaptation tool enables renaming of UI elements, such as facets, to customize the user interface." Page layout (A) controls the arrangement of fields, not renaming. Workflow with action type field update (B) updates field values, not facet names. Adaptation tool (C) is used for field and UI changes but not specifically for renaming facets.
Reference:
SAP Help Portal: Language Adaptation in SAP Service Cloud V2
SAP Learning: UI Customization Tools

NEW QUESTION # 31
How can you adapt the status schema of a case type? Note: There are 2 correct answers to this question.

A. The status schema cannot be adapted.
B. Use code list restrictions.
C. Change the existing status schema.
D. Add or remove statuses in the existing status schema.

Answer: C,D

Explanation:
In SAP Service Cloud V2, the status schema of a case type can be adapted by changing the existing status schema to modify the sequence or behavior of statuses. Administrators can also add or remove statuses in the existing status schema to tailor the case lifecycle to business needs. According to SAP documentation, "The status schema of a case type can be adapted by modifying the existing schema or adding/removing statuses as required." The status schema cannot be adapted (A) is incorrect, as adaptations are supported. Code list restrictions (D) limit dropdown values, not status schema changes.
Reference:
SAP Help Portal: Case Type Configuration in SAP Service Cloud V2
SAP Learning: Status Schema Management

NEW QUESTION # 32
Which features can you activate with Microsoft Teams integration?

A. Start a phone call with CTI
B. Send an email and link it to the case
C. Create and share knowledge articles
D. Users can collaborate in shared workspaces

Answer: D

Explanation:
Microsoft Teams integration in SAP Service Cloud V2 enables users to collaborate in shared workspaces, allowing agents to share case details, discuss issues, and coordinate within Teams channels. According to SAP documentation, "Microsoft Teams integration supports collaboration in shared workspaces to enhance team communication." Starting a phone call with CTI (A) is a separate CTI feature, not Teams-specific. Creating and sharing knowledge articles (B) is part of knowledge base functionality, not Teams. Sending an email and linking it to a case (C) is a standard Service Cloud feature, not tied to Teams.
Reference:
SAP Help Portal: Microsoft Teams Integration in SAP Service Cloud V2
SAP Learning: Collaboration with Microsoft Teams

NEW QUESTION # 33
Which of the following standard charts are available in the All Cases worklist? Note: There are 3 correct answers to this question.

A. Cases by Service Team
B. Cases by Priority
C. Cases by Source/Channel
D. Cases by Category
E. Cases by SLA

Answer: B,C,D

NEW QUESTION # 34
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