PASS GUARANTEED QUIZ SAP - C-C4H56I-34 - REAL SAP CERTIFIED APPLICATION ASSOCIATE - SAP SERVICE CLOUD VERSION 2 EXAM QUESTIONS

Pass Guaranteed Quiz SAP - C-C4H56I-34 - Real SAP Certified Application Associate - SAP Service Cloud Version 2 Exam Questions

Pass Guaranteed Quiz SAP - C-C4H56I-34 - Real SAP Certified Application Associate - SAP Service Cloud Version 2 Exam Questions

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q55-Q60):

NEW QUESTION # 55
What can you do with Microsoft Teams integration? Note: There are 3 correct answers to this question.

  • A. Create appointments.
  • B. Send e-mails to customers.
  • C. Make outbound calls.
  • D. Hand over cases.
  • E. Share workspaces.

Answer: C,D,E

Explanation:
You can do the following things with Microsoft Teams integration in SAP Service Cloud Version 2:
Share workspaces: You can quickly create and share a workspace via MS Teams when you need support from an expert or your manager. You can share content from within agent teams and stay up to date on the latest service requests, comments, discussions, and decisions online.
Hand over cases: You can hand over cases to other agents or teams via MS Teams. You can also assign tasks and subtasks to other agents or teams and track their progress.
Make outbound calls: You can make outbound calls to customers or contacts using MS Teams. You can also record the calls and attach them to the case or contact. References = Integrating SAP Service Cloud Version 2 with MS Teams, Solution Guide for SAP Service Cloud Version 2, section Microsoft Teams Integration.


NEW QUESTION # 56
What options are available to automatically assign an employee or team to a case? Note: There are 2 correct answers to this question.

  • A. Set up rule(s) for case routing to employees.
  • B. Set up rule(s) for case routing to teams.
  • C. Set up rules with BRF+.
  • D. Define case types and assign responsible teams and employees.

Answer: A,B

Explanation:
According to the SAP Service Cloud Version 2 documents and learning resources, you can use the following options to automatically assign an employee or team to a case:
Set up rule(s) for case routing to employees. You can configure case routing rules to assign cases to specific employees based on various attributes of the case, such as subject, priority, channel, or category. You can also use master data such as account, contact, product, or organization as attributes for case routing rules. You can maintain case routing rules for employees in the Settings > Cases > Case Routing to Employees view.
Set up rule(s) for case routing to teams. You can also configure case routing rules to assign cases to teams based on the same attributes as for employees. You can maintain case routing rules for teams in the Settings > Cases > Case Routing to Team view.
The other options are not correct because:
Define case types and assign responsible teams and employees. You can define case types to model different types of service workflows based on your business processes. You can add phases, steps, approvals, and automated flows to each case type. However, defining case types and assigning responsible teams and employees does not automatically assign an employee or team to a case. You still need to set up case routing rules to do that.
Set up rules with BRF+. BRF+ is a tool that allows you to create and maintain business rules in a graphical user interface. You can use BRF+ to define complex rules for various scenarios, such as pricing, output management, or workflow. However, BRF+ is not used to automatically assign an employee or team to a case in SAP Service Cloud Version 2. You need to use case routing rules for that purpose. References = Configuring Case Routing Rules, Creating a Case Type, Business Rule Framework plus (BRFplus)


NEW QUESTION # 57
Which types of master data can be used in case routing? Note: There are 2 correct answers to this question.

  • A. Responsible employee
  • B. Contact
  • C. Account hierarchy
  • D. Team

Answer: A,D

Explanation:
In SAP Service Cloud Version 2, you can use case routing rules to automatically assign cases to a team or a responsible employee based on various attributes of the case, such as subject, priority, channel, or category.
You can also use master data such as account, contact, product, or organization as attributes for case routing rules. However, account hierarchy is not a valid attribute for case routing, as it is not a master data object but a relationship between accounts. Contact is also not a valid attribute for case routing, as it is not directly related to the case but to the account or individual customer. References = Configuring Case Routing Rules, Master Data


NEW QUESTION # 58
Which of the following describe how access restrictions are governed in SAP Service Cloud Version2?

  • A. Unrestricted access rights override any restrictions you have defined.
  • B. Restricted access rights override any unrestricted access you have defined.
  • C. If the access rights are contradictory, the system automatically grants no access.
  • D. You can decide if access rights override any restrictions you have defined.

Answer: D


NEW QUESTION # 59
What is one of the main uses for warranty management in SAP Service Cloud Version 2?

  • A. Routing rules can be applied to warranties.
  • B. The system can be set up so that certain service levels are not covered.
  • C. The warranty is assigned to a registered product.
  • D. The warranty is assigned to a contract.

Answer: C


NEW QUESTION # 60
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