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SAP C-C4H56I-34 Exam Syllabus Topics:
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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q11-Q16):
NEW QUESTION # 11
What can the categories in the service catalogue be used for? Note: There are 3 correct answers to this question.
- A. Case responsibility determination
- B. A filter option for the case summary
- C. Business role assignment
- D. To control the validity of the service catalogue
- E. Service level determination
Answer: A,B,D
NEW QUESTION # 12
Which actions are prerequisites to utilize registered products? Note: There are 2 correct answers to this question.
- A. Activate the service in the business role
- B. Create customer records
- C. Create an installed base
- D. Create numeric ranges for customers
Answer: A,C
NEW QUESTION # 13
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. In the timeline configuration
- C. In the Customer Hub screen configuration
- D. The event types are enabled by default and cannot be changed.
Answer: B
NEW QUESTION # 14
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. Include a dedicated step pointing to the mashup in one of the phases of the case type.
- B. Use the web page URL of the external solution for extracting input parameters in the mashup
- C. Define a custom screen for the mashup.
- D. Develop a custom business object.
- E. Create a mashup to embed the web page of the external solution.
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 # 15
You want to assign employees to multiple organizational units. Which action needs to be performed to achieve this?
- A. Assign employees directly to different organizational objects.
- B. Acquire an additional license for the required add-on.
- C. Enable the Primary flag in the organization unit.
- D. Assign the employee at company level.
Answer: A
Explanation:
To assign employees to multiple organizational units, you need to assign them directly to different organizational objects. This can be done by creating positions that incorporate the organizational units and then assigning the employees to those positions. The Primary flag in the organization unit is used to indicate the main organizational unit for an employee or a manager, but it does not prevent them from being assigned to other organizational units. Acquiring an additional license for the required add-on is not relevant for this scenario. Assigning the employee at company level is not sufficient to assign them to multiple organizational units, as the company level is the root of the organizational structure and does not reflect the specific functions or teams of the employees. References = Setting Up a Service Organization, Create an Org Unit
NEW QUESTION # 16
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