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C_C4H56I_34 : SAP Certified Application Associate - SAP Service Cloud Version 2 dumps & SAP C_C4H56I_34 test-king
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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q27-Q32):
NEW QUESTION # 27
Which of the following account types can be used in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Groups
- B. Channel partners
- C. Individual customers
- D. Contacts
Answer: C,D
Explanation:
In SAP Service Cloud Version 2, there are three types of account to choose from: business or company customer (referred to as Account), individual customer, and contact. Contacts are associated with accounts and can have different roles, such as decision maker, influencer, or end user. Individual customers are accounts that represent a single person, such as a consumer or a sole proprietor. Channel partners are not a separate account type, but a role that can be assigned to an account. Groups are not an account type, but a way to organize accounts into categories, such as industry, region, or segment. References = Creating Customer Account Master Data, SAP Service Cloud Version 2 Feature Scope Description
NEW QUESTION # 28
You want to assign employees to multiple organisational units. Which action needs to be performed to achieve this?
- A. Enable the Primary flag in the organisation unit.
- B. Assign the employee at company level.
- C. Acquire an additional license for the required add-on.
- D. Assign employees directly to different organisational objects.
Answer: D
NEW QUESTION # 29
Which of the following actions can a service agent perform in the Customer Hub in Agent Desktop?
Note: There are 3 correct answers to this question.
- A. Launch a customer survey
- B. Edit customer details
- C. View customer details
- D. Create a new e-mail message or a new case from the What Would You like to do? area
- E. Access interactions and notes in the timeline tab
Answer: B,C,E
Explanation:
In the Customer Hub in Agent Desktop, a service agent can perform the following actions:
Edit customer details: The agent can update the customer's personal and business information, such as name, address, phone number, email, account, and contact person. The agent can also add or remove tags to the customer1.
View customer details: The agent can see the customer's basic information, such as name, address, phone number, email, account, and contact person. The agent can also see the customer's tags, which are keywords that help to categorize and identify the customer1.
Access interactions and notes in the timeline tab: The agent can view the chronological history of interactions with the customer, such as cases, calls, emails, chats, surveys, and visits. The agent can also see the notes that were added by other agents or by the customer2.
The agent cannot perform the following actions in the Customer Hub in Agent Desktop:
Create a new e-mail message or a new case from the What Would You like to do? area: This action can only be done from the Communication Panel, which is a separate area in the Agent Desktop that shows the incoming and outgoing communication items, such as emails, calls, chats, and messages3.
Launch a customer survey: This action can only be done from the Survey tabstrip, which is a separate tabstrip in the Customer Hub that shows the surveys that were sent to or received from the customer. The agent can launch a new survey from this tabstrip by selecting a survey template and a communication channel4.
References = 1: Customer Hub - SAP Online Help, 2: Timeline - SAP Online Help, 3: [Communication Panel
- SAP Online Help], 4: [Survey - SAP Online Help]
NEW QUESTION # 30
Which services can be added to a business role? Note: There are 2 correct answers to this question.
- A. Maintenance plan
- B. Installed base
- C. Measurements
- D. Warranty
Answer: B,D
NEW QUESTION # 31
Which of the following are mandatory attributes when creating a case? Note: There are 2 correct answers to this question.
- A. Status
- B. Installed base
- C. Subject
- D. Case type
Answer: C,D
Explanation:
When creating a case, mandatory attributes include:
* Case type (D): Defines the process, fields, and workflows for the case.
* Subject (C): A brief description of the case's purpose.
* Status (B) is typically auto-populated (e.g., "Open") but can be configured as mandatory.
* Installed base (A) is optional unless tied to specific service scenarios.
References:
* SAP Help Portal: Case Management Configuration
* SAP Documentation: Mandatory Case Attributes
NEW QUESTION # 32
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