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SAP C-C4H56-2411 Exam Syllabus Topics:

Topic
Details

Topic 1

Personalization and Extensibility: This part assesses the expertise of a Solution Customization Expert and involves managing personalization, extension fields, validations, and determinations. It looks at how users can tailor and extend the system to meet specific business needs.

Topic 2

Master Data: This part evaluates the knowledge of a Data Management Specialist and focuses on setting up master data within the system. It includes configuring essential entities such as Account, Contact, Product, Organization, and employees to support business operations.| User Management: This domain tests the abilities of an Access Control Manager and involves managing the creation of users and business roles, including assigning the appropriate authorizations. It ensures the secure and efficient administration of user access within the platform.

Topic 3

Managing Clean Core: This part of the exam is designed for a Platform Optimization Lead and focuses on evaluating and applying clean core principles to customer experience solutions. It measures the ability to maximize business process agility, reduce adaptation efforts, and accelerate innovation.

Topic 4

Basic Setup This section of the exam measures the skills of a System Administrator and covers the initial configuration steps required to set up the SAP Service Cloud Version 2 system for the first time. It assesses the ability to perform foundational setup tasks to ensure the system is ready for use.

Topic 5

Scenario Based Questions: This section evaluates the problem-solving abilities of a Solution Consultant and presents questions based on fictional scenarios to test comprehensive knowledge of SAP Service Cloud Version 2 in real-world contexts.

SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q73-Q78):

NEW QUESTION # 73
Which of the following options is correct in the configuration, if you want to assign an escalated case with priority urgent to a team? Note: Scroll down to view all possible answer options.

A. Option D
B. Option B
C. Option A
D. Option C

Answer: B

NEW QUESTION # 74
Which services can be added to a business role? Note: There are 2 correct answers to this question.

A. Measurements
B. Installed base
C. Warranty
D. Maintenance plan

Answer: B,C

NEW QUESTION # 75
How can service agents create cases? Note: There are 2 correct answers to this question.

A. In the Account General facet, Create button (+) and select Case.
B. In Agent Desktop, click the Create button (+) and select Case.
C. In the case worklist, Create button (+) and select Case.
D. In the Related Service Object facet of registered products, Create button (+) and select Case.

Answer: B,D

NEW QUESTION # 76
Which elements can you use to control the reaction time? Note: There are 2 correct answers to this question.

A. Case Designer with the step option assignment
B. Autoflow
C. Operating hours
D. Working calendar

Answer: C,D

Explanation:
In SAP Service Cloud V2, reaction times for cases are influenced by Working calendar, which defines non-working days and holidays, and Operating hours, which specify the hours during which service agents are available. These elements ensure that reaction times are calculated based on actual working periods. According to SAP documentation, "Working calendar and operating hours are used to control reaction times by defining the availability for case handling." Case Designer with step option assignment (A) is for routing, not reaction time control. Autoflow (D) automates actions but does not directly manage reaction times.
Reference:
SAP Help Portal: SLA and Reaction Time Configuration
SAP Community: Managing Case Timelines

NEW QUESTION # 77
You are configuring SAP Service Cloud Version 2 to automatically assign employees to a case. Which feature can help with this?

A. Prioritization settings
B. Routing
C. Process for cases
D. Escalation

Answer: B

NEW QUESTION # 78
......

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