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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 (Q18-Q23):
NEW QUESTION # 18
Which capability ensures service agents send e-mail responses with the correct corporate branding?
Answer: D
NEW QUESTION # 19
What can the categories in the service catalog be used for? Note: There are 3 correct answers to this question.
Answer: B,C,E
Explanation:
The categories in the service catalog can be used for service level determination, a filter option for the case summary, and case responsibility determination. Service level determination is the process of assigning a service level agreement (SLA) to a case based on the category and other attributes. A filter option for the case summary allows the user to view cases by category or subcategory. Case responsibility determination is the process of assigning a case to a service agent or a service team based on the category and other criteria. References = Configuring Categories, Creating the Statuses for Cases, Service Categorization with Machine Learning
NEW QUESTION # 20
Which actions could you take to control the reaction times of a case? Note: There are 3 correct answers to this question.
Answer: C,D,E
Explanation:
To control the reaction times of a case, you could take the following actions:
Change the priority: The priority of a case determines the urgency and importance of resolving it. By changing the priority, you can affect the due date, next response date, and completion date of the case, as well as the visibility and notification of the case. For example, you can increase the priority of a case if the customer issue is critical or time-sensitive, or decrease the priority if the issue is minor or low-impact.
Adjust the SLA: The SLA (Service Level Agreement) of a case defines the initial response and completion due time and date for the resolution of issues, based on the service level objectives (SLOs) agreed with the customer. By adjusting the SLA, you can modify the expected reaction times of the case, as well as the consequences of missing the deadlines. For example, you can extend the SLA of a case if the issue is complex or requires more investigation, or shorten the SLA if the issue is simple or urgent.
Escalate the case: Escalating a case means raising the attention and priority of the case to a higher level of authority or responsibility. By escalating a case, you can involve more senior or specialized agents, managers, or experts to handle the case, as well as notify the customer and other stakeholders of the escalation. For example, you can escalate a case if the issue is beyond your scope or expertise, or if the customer is dissatisfied or angry.
References = Configuring a Service Level Agreement, Configuring Case Routing Rules, SAP Service Cloud Version 2 Feature Scope
NEW QUESTION # 21
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.
Answer: A,C,D
Explanation:
In the Customer Hub, agents can:
* View customer details (D): Basic information, account hierarchy, etc.
* Create emails/cases via What Would You Like to Do? (B): Quick actions for customer engagement.
* Access interactions/notes in the timeline (E): Historical records of calls, cases, and notes.
* Editing customer details (A) requires specific permissions and is not universally allowed.
* Launching surveys (C) is typically managed via separate processes, not directly in the Customer Hub.
References:
* SAP Help Portal: Customer Hub Agent Actions
* SAP Documentation: Agent Desktop Capabilities
NEW QUESTION # 22
Which of the following actions can be configured for autoflow? Note: There are 3 correct answers to this question.
Answer: A,B,D
Explanation:
In Autoflow, you can configure the following actions:
* Send info notifications (A): Pop-up alerts or in-app notifications to agents.
* Send e-mails (B): Trigger emails to customers or internal stakeholders.
* Send object update (C): Modify fields or statuses of related objects (e.g., updating a case status).
* Event notifications (D) and event e-mail templates (E) are managed via workflow rules, not Autoflow.
References:
* SAP Help Portal: Autoflow Actions
* SAP Documentation: Configuring Autoflow
NEW QUESTION # 23
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