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SAP C_C4H56_2411 Exam Syllabus Topics:

Topic	Details
Topic 1	Integration: This domain targets the skills of an Integration Architect and covers the various integration scenarios supported by SAP Service Cloud Version 2. It assesses the ability to connect the system with other applications and services.
Topic 2	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.
Topic 3	Communication Channels: This section is intended for a Communication Solutions Specialist and covers the configuration of the Agent Desktop for Computer Telephony Integration (CTI) and Interaction Center processes. It also includes setting up the email communication channel for inbound and outbound scenarios.
Topic 4	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 5	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 6	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.

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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q70-Q75):

NEW QUESTION # 70
Which of the following actions can a Service Agent execute from the case "More Action" button? Note: There are 3 correct answers to this question.

A. Delete
B. Escalate
C. Mark as unread
D. Handover
E. Summary

Answer: B,C,E

NEW QUESTION # 71
What are some SAP-recommended guiding principles to achieve clean core operations? Note: There are 3 correct answers to this question.

A. Integrate clean core practices in the end-to-end value process chain.
B. Define roles and responsibilities as part of a process transformation office.
C. Establish regular housekeeping tasks and procedures.
D. Establish release management.
E. Establish an organizational structure, technical foundation, and transformation methodology for clean core.

Answer: A,D,E

Explanation:
SAP's clean core strategy focuses on minimizing customizations and ensuring system extensibility. The recommended guiding principles include integrating clean core practices in the end-to-end value process chain to align processes with standard functionality, establishing an organizational structure, technical foundation, and transformation methodology to support clean core, and establishing release management to manage updates without disrupting the core. According to SAP documentation, "Clean core operations involve integrating practices across processes, establishing a robust organizational and technical foundation, and implementing release management." Defining roles in a process transformation office (B) is not a standard clean core principle. Regular housekeeping tasks (E) are operational but not core to the clean core strategy.
Reference:
SAP Help Portal: Clean Core Strategy for SAP Cloud Solutions
SAP Community: Clean Core Principles

NEW QUESTION # 72
Which of the following attributes are mandatory when creating new custom fields? Note: There are 2 correct answers to this question.

A. Searchable
B. Label
C. Sortable
D. Data type

Answer: B,D

Explanation:
When creating new custom fields in SAP Service Cloud V2, the Data type is mandatory to define the type of data the field will store (e.g., text, number, date). The Label is also required to provide a name or description for the field, ensuring clarity for users. According to SAP documentation, "When creating custom fields, administrators must specify the data type and label as mandatory attributes." Searchable (A) and Sortable (B) are optional attributes that can be enabled based on business needs but are not mandatory.
Reference:
SAP Help Portal: Custom Field Creation in SAP Service Cloud V2
SAP Community: Extension Fields in Service Cloud

NEW QUESTION # 73
Which of the following steps are required to set up SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Create organizational structure
B. Log in with initial user
C. Assign employee to organizational units
D. Create business role

Answer: B,D

NEW QUESTION # 74
Where are employee working hours maintained?

A. Holiday calendar
B. Business role
C. Business user data
D. Employee data

Answer: D

Explanation:
Employee working hours in SAP Service Cloud V2 are maintained in the Employee data. This includes details such as working hours, time zones, and availability, which are used for scheduling and case routing. According to SAP documentation, "Under the Operating Hours, you can define the working hours of the service agent" within the employee data settings.
Holiday calendar (A) defines non-working days, not individual hours. Business role (B) manages access rights, not working hours. Business user data (D) includes user credentials but not working hour details.
Reference:
SAP Community: Service Level Agreement in SAP Cloud for Customer community.sap.com SAP Help Portal: Employee Data Configuration

NEW QUESTION # 75
......

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