C_C4H56I_34 Practice Exam Questions with Answers SAP Certified Application Associate - SAP Service Cloud Version 2 Certification

 You can assign maintenance plans and registered products to an installed base. A maintenance plan defines the schedule and scope of service activities for an installed base or a registered product. A registered product is an instance of a product that is associated with a specific customer. You can create and assign maintenance plans and registered products using the Installed Base work center. References = Using an Installed Base, page 4 and 7.

A validation is a type of custom logic that enables you to generate error or warning messages in the system based on specific conditions. You can create a validation using the Custom Logic app and write your custom code using ABAP for key users. You can also test your validation using predefined test variants. For example, you can create a validation that triggers a warning message if the priority of a case is high and the due date is more than 10 days away. References = Working with Validations in the Service Cloud V2 Using Code Blocks; Custom Logic

When creating a case, you need to enter the mandatory attributes that are marked with an asterisk (*) in the user interface. These attributes are status and subject. Status indicates the current state of the case, such as new, in process, or completed. Subject is a brief description of the case that helps to identify and categorize it. Installed base and case type are optional attributes that you can use to provide more information about the case, such as the customer’s assets or the nature of the service request. References = Solution Guide for SAP Service Cloud Version 2, section “Cases”

• Dates: You can specify the start date and end date of the warranty, or choose to calculate them automatically based on the registered product’s purchase date or installation date. You can also define grace periods before and after the warranty period.
• Duration: You can define the duration of the warranty in days, months, or years, and choose whether to include or exclude weekends and holidays. You can also set up recurrence rules for warranties that renew periodically.
• Non-covered categories: You can exclude certain service categories from the warranty coverage, such as damage, misuse, or wear and tear. You can also specify the non-covered charges, such as labor, parts, or travel expenses, that the customer has to pay in case of a non-covered service request.
• Registered products: You can assign the warranty to one or more registered products, either manually or automatically based on product attributes, such as product ID, serial number, or product group. You can also assign the warranty to a registered product’s parent or child products, such as components or accessories.

References = Creating a Warranty, Warranty Attributes

In SAP Service Cloud Version 2, there are three types of account to choose from: business or company customer (referred to as Account), individual customer, and contact. Contacts are associated with accounts and can have different roles, such as decision maker, influencer, or end user. Individual customers are accounts that represent a single person, such as a consumer or a sole proprietor. Channel partners are not a separate account type, but a role that can be assigned to an account. Groups are not an account type, but a way to organize accounts into categories, such as industry, region, or segment. References = Creating Customer Account Master Data, SAP Service Cloud Version 2 Feature Scope Description

 You cannot access cases in SAP Service Cloud Version 2 if you do not have the appropriate access rights or permissions. There are two possible reasons for this: either access to the Case app is not enabled for the business user, or the employee is not assigned to the correct business role. Access to the Case app is enabled by adding the Case work center and the relevant work center views to the business role assigned to the business user. The business role defines the functional scope and access rights of the user for specific tasks and operations. If the business user does not have the Case work center or the necessary work center views in their business role, they will not be able to access cases in SAP Service Cloud Version 2. Alternatively, the employee may have the Case work center and work center views in their business role, but they may not be assigned to the correct business role in the first place. The business role assignment is done in the Employee work center, where the administrator can assign one or more business roles to each employee. If the employee is not assigned to the business role that has the Case work center and work center views, they will not be able to access cases in SAP Service Cloud Version 2. References = Creating Business Roles, section “How to Add a Work Center to a Business Role” and “How to Add a Work Center View to a Business Role”; Assigning Business Roles to Employees, section “How to Assign a Business Role to an Employee”

Service agents in SAP Service Cloud Version 2 can create cases directly from the Agent Desktop by clicking the Create button and selecting Case. This method provides a quick and straightforward way to initiate a new case while working within the Agent Desktop environment. Additionally, cases can be created from the Related Service Object facet of registered products. When viewing the details of a registered product, agents can use the Create button within this facet to initiate a case related to that specific product, ensuring the case is automatically linked to the relevant product record.

To utilize registered products, you need to activate the service in the business role and create an installed base. The service activation enables you to access the registered products work center view and perform actions such as creating, editing, and deleting registered products. The installed base is a hierarchical structure that represents the customer’s physical or logical assets, such as equipment, software, or services. You can assign registered products to an installed base to track their location, status, and warranty information. References = Solution Guide for SAP Service Cloud Version 2, section “Registered Products” and “Installed Base”

To link customer e-mails with cases, you need to do the following configuration steps in SAP Service Cloud Version 2:

• Maintain and activate at least one e-mail channel: You need to create an e-mail channel for each support e-mail address that you want to use to communicate with your customers. You also need to configure the settings for the e-mail channel, such as the technical e-mail address, the sender name, the sender e-mail address, and the reply-to e-mail address. You also need to verify and activate the e-mail channel, so that the incoming e-mails are forwarded from your company’s e-mail server to the tenant’s technical e-mail address.
• Create a case routing rule: You need to create a case routing rule for each e-mail channel, to define how the incoming e-mails are processed and assigned to cases. You can specify the criteria for the case routing rule, such as the e-mail channel, the sender e-mail address, the subject, or the body of the e-mail. You can also specify the actions for the case routing rule, such as creating a new case, updating an existing case, assigning a case type, assigning a team or a processor, or sending an auto-reply e-mail. References = Configuring Email, section Communication Channel Configuration - Email; Providing Expedited Service, section Inbound Email Linked to a Case.

When you create a user in SAP Service Cloud Version 2, you can assign two objects: a business role and an employee role. A business role defines the access rights and the user interface layout for a user. An employee role defines the organizational unit and the reporting line for a user. You cannot assign a security policy or a user profile when you create a user. A security policy defines the password rules and the login restrictions for a user. A user profile defines the personal settings and preferences for a user. These objects are either assigned automatically or configured by the user themselves. References = Creating Business Roles; Set Up Guide for SAP Service Cloud Version 2, page 9

 To create a New product in SAP Service Cloud Version 2, you need to specify the product group and the unit of measure as mandatory elements. The product group defines the category of the product and the unit of measure defines the quantity of the product. Sales area data and price are optional elements that can be added later or maintained in other systems. References = Solution Guide for SAP Service Cloud Version 2, page 88, [Create Products | SAP Help Portal]

• Agent Desktop: This is the main user interface for service agents to manage customer interactions, cases, and tasks. It consists of several components, such as the Communication Panel, the Customer Hub, the Case Hub, and the Task Hub12.
• Templates: These are predefined sets of data that can be used to create or update objects, such as cases, emails, surveys, and reports. Templates can help to standardize and automate processes, as well as save time and effort34.

The following services cannot be activated in SAP Service Cloud Version 2:

• Live activity configuration: This is a feature of SAP Sales Cloud, not SAP Service Cloud. It allows sales representatives to track and record their interactions with customers, such as calls, emails, meetings, and tasks5.
• Initial user: This is not a service, but a user account that is created during the tenant activation process. The initial user has full access to the solution and can perform administrative tasks, such as creating other users, assigning roles, and configuring settings.

References = 1: Agent Desktop - SAP Online Help, 2: SAP Service Cloud Version 2 Feature Scope, 3: Templates - SAP Online Help, 4: SAP Service Cloud Version 2 Feature Scope, 5: Live Activity Configuration - SAP Online Help, : Onboarding Guide for SAP Service Cloud Version 2 - SAP Online Help

Case routing is a feature that allows you to define rules for automatically assigning cases to teams or employees based on certain attributes, such as the product, channel, priority, or subject of the case. You can use case routing to ensure that all cases with a specific product that has a known fault are routed to the escalation team, who can handle them with higher priority and expertise. You can configure case routing rules in SAP Service Cloud Version 2 by going to Settings -> Cases -> Case Routing to Team or Case Routing to Employees. References = Configuring Case Routing Rules, page 2 and 3.

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

 End users can access the Customer Hub screen in Agent Desktop in two ways: manually by performing a customer identification via Agent Desktop, or automatically when an incoming phone call from a known customer is accepted. The Customer Hub screen provides a comprehensive view of the customer’s profile, interactions, cases, and registered products. It also allows end users to create new cases, tasks, or activities for the customer. To access the Customer Hub screen manually, end users need to enter the customer’s phone number, email, or name in the search field and select the customer from the search results. To access the Customer Hub screen automatically, end users need to enable the automatic customer identification feature in the Agent Desktop settings. This feature will display the Customer Hub screen for the incoming phone call if the caller’s phone number matches a customer record in the system. References = Solution Guide for SAP Service Cloud Version 2, section “Agent Desktop” and “Customer Hub”

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]

Triggering an event notification based on a specific condition in SAP Service Cloud Version 2 typically involves implementing custom logic through the Software Development Kit (SDK). This approach allows for the creation of tailored functionalities that can respond to very specific conditions or criteria within the system. By utilizing the SDK, developers can write scripts or programs that monitor certain conditions or events within the Service Cloud environment and trigger notifications accordingly. This method provides a flexibleand powerful means to extend the standard capabilities of SAP Service Cloud to meet unique business requirements

 In SAP Service Cloud Version 2, "Installed Base" and "Measurements" are two of the services that can be added to a business role. The Installed Base service allows for the management and tracking of a customer's installed products or equipment, enabling service agents to have a comprehensive view of the customer's assets for better service and support. The Measurements service, on the other hand, enables the tracking and recording of various metrics or performance indicators related to the installed base or service processes. This service is crucial for monitoring performance, ensuring quality, and making informed decisions based on empirical data.

When configuring a new email channel in SAP Service Cloud Version 2, administrators havethe ability to maintain several key parameters to ensure the proper setup and functioning of the email communication channel. The "Channel type" parameter is fundamental, as it defines the nature of the channel being configured, in this case, specifying it as an email channel. The "Channel email ID" is another crucial parameter, identifying the specific email address associated with this channel, through which incoming and outgoing communications are routed. Lastly, the "Default account" parameter is essential for defining the default system account or user that will be associated with emails received through this channel, ensuring that emails are correctly routed and managed within the SAP Service Cloud system