RELIABLE C_C4H56I_34 REAL EXAM & C_C4H56I_34 VALID EXAM BOOTCAMP

Reliable C_C4H56I_34 Real Exam & C_C4H56I_34 Valid Exam Bootcamp

Reliable C_C4H56I_34 Real Exam & C_C4H56I_34 Valid Exam Bootcamp

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q15-Q20):

NEW QUESTION # 15
How can end users access the Customer Hub screen in Agent Desktop? Note: There are 2 correct answers to this question.

  • A. Automatically when there is an incoming phone call
  • B. Manually by navigating into the Customer Hub app from the menu
  • C. Manually by performing a customer identification via Agent Desktop
  • D. Automatically when an incoming phone call from a known customer is accepted

Answer: C,D


NEW QUESTION # 16
You have configured the Service Level Agreements and their determination rules, but they are not derived in the case. Which of the following could be a reason for this? Note: There are 2 correct answers to this question.

  • A. A workflow rule was not scheduled to trigger the determination.
  • B. Service Level Agreements are not activated as a service.
  • C. The determination rules have been configured, but not activated.
  • D. Service Level Agreements are not configured in fine-tuning.

Answer: B,C

Explanation:
Reasons SLA determination may fail:
* A. SLAs Not Activated as a Service: SLAs must be explicitly activated under "Service Activation" in the system.
* C. Rules Not Activated: Determination rules require activation post-configuration to take effect.
Why other options are incorrect:
* B. Fine-Tuning Configuration: Adjusts existing rules but does not enable SLA derivation.
* D. Workflow Rule Scheduling: SLAs are determined automatically via rules, not workflow triggers.
References:
* SAP Service Cloud Guide: "SLA Activation and Rule Configuration".


NEW QUESTION # 17
Which services can be added to a business role? Note: There are 2 correct answers to this question.

  • A. Measurements
  • B. Installed base
  • C. Maintenance plan
  • D. Warranty

Answer: A,B

Explanation:
In SAP Service Cloud Version 2, "Installed Base" and "Measurements" are two of the services that can be added to a business role. The Installed Base service allows for the management and tracking of a customer's installed products or equipment, enabling service agents to have a comprehensive view of the customer's assets for better service and support. The Measurements service, on the other hand, enables the tracking and recording of various metrics or performance indicators related to the installed base or service processes. This service is crucial for monitoring performance, ensuring quality, and making informed decisions based on empirical data.


NEW QUESTION # 18
What can the categories in the service catalogue be used for? Note: There are 3 correct answers to this question.

  • A. A filter option for the case summary
  • B. Case responsibility determination
  • C. Business role assignment
  • D. Service level determination
  • E. To control the validity of the service catalogue

Answer: A,B,E


NEW QUESTION # 19
You have determined that one of your products has a known fault. You want to ensure that all cases with that product are automatically assigned to the escalation team. Which feature in SAP Service Cloud Version 2 would you use to do this?

  • A. Notifications
  • B. Case routing
  • C. Service categories
  • D. SLA

Answer: B


NEW QUESTION # 20
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