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Hot Reliable C-C4H56I-34 Test Syllabus 100% Pass | Pass-Sure C-C4H56I-34 Latest Braindumps Book: SAP Certified Application Associate - SAP Service Cloud Version 2

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SAP C-C4H56I-34 Exam Syllabus Topics:

Topic
Details

Topic 1

Communication Channels: SAP Consultants learn about configuring multiple communication channels such as email, chat, and phone, integrating CTI systems for enhanced communication efficiency, and monitoring channel performance. This ensures effective customer interaction and channel optimization.

Topic 2

Master Data: This topic familiarizes SAP Consultants with essential processes for managing master data, including customer data creation, maintenance, and archival. It also delves into managing service offerings and product data to align with business needs. Data migration strategies are explained, ensuring the successful import of existing records into SAP Service Cloud while maintaining data integrity.

Topic 3

User Management: Here, SAP Consultants explore the mechanisms of controlling access within the system through role-based permissions and onboarding processes for new users. Audit logging techniques are also covered here.

Topic 4

Service Elements: SAP Consultants delve into configuring service level agreements (SLAs) to uphold service delivery standards, establishing workflows with approval mechanisms, and implementing feedback tools for customer satisfaction. These elements ensure structured and customer-focused service operations.

Topic 5

Cases: This topic equips SAP Consultants with the processes for handling customer cases, including creation, updates, and resolution. Techniques for routing cases to suitable agents and setting up escalation rules are highlighted, ensuring efficient case management and escalation handling for superior customer service.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q13-Q18):

NEW QUESTION # 13
What steps must an administrator perform to enable the phone channel in Agent Desktop? Note:
There are 2 correct answers to this question.

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

Answer: B,D

Explanation:
Option A is correct because the administrator must obtain API token credentials from the CTI provider in order to configure the phone integration in Agent Desktop1.
Option D is correct because the administrator must integrate with a third-party CTI provider in order to enable the phone channel in Agent Desktop2. SAP Service Cloud Version 2 doesnot have native CTI, so a CTI widget adapter is used to connect the CTI provider with the Agent Desktop3.
Option B is incorrect because the administrator does not need to add a mashup service in Agent Desktop to enable the phone channel. A mashup service is used to integrate external applications or web pages into the Agent Desktop, but it is not required for the phone channel.
Option C is incorrect because the administrator does not need to add the phone channel to the live interaction widget to enable the phone channel. The live interaction widget is used to display the incoming and ongoing interactions from various channels, but it does not control the activation of the phone channel. References = Configuring Phone - SAP Learning SAP Service Cloud Version 2 Integration - Sinch Agent Console Add-On for SAP Service Cloud - SAP Online Help
[Mashup Services - SAP Online Help]
[Live Interaction Widget - SAP Online Help]
Enabling the phone channel in Agent Desktop within SAP Service Cloud Version 2 requires integration with external telephony solutions to facilitate voice communication capabilities. This integration is achieved through collaboration with a Computer Telephony Integration (CTI) provider. The essential steps involve obtaining API token credentials from the chosen CTI provider, which are necessary for authenticating and establishing a secure connection between the SAP Service Cloud and the telephony system. Additionally, the integration process involves configuring the necessary settings and parameters within the Agent Desktop to ensure seamless communication flow and functionality, leveraging the capabilities and services offered by the CTI provider

NEW QUESTION # 14
What steps must the administrator perform to give service agents access to knowledge base articles? Note: There are 2 correct answers to this question.

A. Maintain the knowledge base provider settings in SAP Service Cloud Version 2.
B. Configure the relevant integration flow.
C. Obtain API token credentials from the knowledge base provider.
D. Set up knowledge base articles in SAP Service Cloud Version 2.

Answer: A,B

Explanation:
To enable knowledge base access:
* Configure integration flow (A): Establish connectivity between SAP Service Cloud and the knowledge base system (e.g., SAP Knowledge Base).
* Maintain provider settings (C): Define endpoints, authentication, and search parameters in SAP Service Cloud.
* API tokens (B) are part of provider-specific configurations but not standalone steps.
* Articles (D) are maintained in the external knowledge base, not directly in Service Cloud.
References:
* SAP Help Portal: Knowledge Base Integration
* SAP Documentation: Configuring Knowledge Base Providers

NEW QUESTION # 15
Which of the following objects can be displayed in the Timeline tabstrip in the Customer Hub? Note:
There are 2 correct answers to this question.

A. Contracts
B. Installed base
C. Calls
D. Cases

Answer: B,D

NEW QUESTION # 16
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. Access interactions and notes in the timeline tab
B. Edit customer details
C. View customer details
D. Launch a customer survey
E. Create a new e-mail message or a new case from the What Would You like to do? area

Answer: A,C,E

NEW QUESTION # 17
For which objects can you utilize categories in service catalogs? Note: There are 2 correct answers to this question.

A. Phone calls
B. Registered products
C. Tasks
D. Cases

Answer: B,D

NEW QUESTION # 18
......

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