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C_C4H56I_34指南 & C_C4H56I_34考古題

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C_C4H56I_34考古題 & C_C4H56I_34考試備考經驗

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SAP C_C4H56I_34 考試大綱：

主題
簡介

主題 1

Basic Setup: In this topic, SAP Consultants gain insights into establishing the foundation of the SAP Service Cloud environment. It encompasses configuring integration settings with SAP and non-SAP systems, enabling seamless connectivity, and customizing the user interface for usability and branding.

主題 2

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.

主題 3

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.

主題 4

Personalization and Extensibility: In this topic, SAP Consultants explore creating custom fields and objects to capture additional business data, configuring business rules for tailored system behavior, and extending functionality through APIs for integrating third-party applications.

主題 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.

主題 6

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.

最新的 SAP Certified Application Associate C_C4H56I_34 免費考試真題 (Q44-Q49):

問題 #44
Which elements are used to calculate the due dates defined in Service Level Agreements? Note:
There are 2 correct answers to this question.

A. Operating hours
B. Service contract
C. Working calendar
D. Maintenance plan

答案：A,C

解題說明：
The due dates defined in Service Level Agreements are calculated based on the following elements:
Working calendar: This is a calendar that defines the working days and hours for a specific country or region. It also includes the public holidays and other non-working days for that location. The working calendar is used to determine the actual duration of a service level objective, excluding the non-working time12.
Operating hours: This is a time interval that defines the availability of a service team or an individual employee. It specifies the start and end time of the working hours for each dayof the week. The operating hours are used to determine the actual response time of a service level objective, excluding the time when the service team or employee is not available3 .
The service contract and the maintenance plan are not elements that are used to calculate the due dates defined in Service Level Agreements. The service contract is an agreement between a service provider and a customer that defines the scope, terms, and conditions of the service delivery. The maintenance plan is a schedule that defines the frequency and type of maintenance activities for an installed base object.
References = 1: Working Calendar - SAP Online Help, 2: Configuring a Service Level Agreement - SAP Learning, 3: Operating Hours - SAP Online Help, : [Using Service Level Agreements - SAP Learning], :
[Service Contract - SAP Online Help], : [Maintenance Plan - SAP Online Help]

問題 #45
Which attribute can you assign to a warranty?

A. Duration
B. Non-covered categories
C. Registered products
D. Dates

答案：B

解題說明：
Warranties in SAP Service Cloud can be assigned non-covered categories (C), which define service categories excluded from warranty coverage.
* Dates (A) and duration (B) are inherent properties of warranties but are not "assigned" as attributes.
* Registered products (D) are linked to warranties but are not attributes of the warranty itself.
References:
* SAP Help Portal: Warranty Management
* SAP Documentation: Configuring Warranty Attributes

問題 #46
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. SLA
B. Notifications
C. Service categories
D. Case routing

答案：D

問題 #47
Which of the following objects can be replicated from SAP Service Cloud Version 2 to SAP S/4HANA?
Note: There are 2 correct answers to this question.

A. Contacts
B. Service contracts
C. Registered products
D. Products

答案：A,C

解題說明：
According to the SAP Service Cloud Version 2 for Utilities Integration with SAP S/4HANA document, the following objects can be replicated from SAP Service Cloud Version 2 to SAP S/4HANA: Business Partner (Customer - bi-directional), Equipment (bi-directional), Registered Product (bi-directional), Contact (bi-directional), and Service Order (bi-directional). Therefore, the correct answers are A and B, as registered products and contacts are among the objects that can be replicated. References = SAP Service Cloud Version 2 for Utilities Integration with SAP S/4HANA

問題 #48
What steps must an administrator perform to enable the phone channel in Agent Desktop? Note:
There are 2 correct answers to this question.

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

答案：A,D

解題說明：
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

問題 #49
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C_C4H56I_34考古題: https://www.vcesoft.com/C_C4H56I_34-pdf.html