Reliable SAP Certified Application Associate C-C4H56I-34 Dumps PDF Dec 20, 2025 Recently Updated Questions
Pass Your SAP C-C4H56I-34 Exam with Correct 82 Questions and Answers
NEW QUESTION # 36
Which configuration steps are mandatory to link customer e-mails with cases? Note: There are 2 correct answers to this question.
- A. Assign the team responsible for handling cases.
- B. Create a case routing rule.
- C. Set up a rule to route the e-mail to the tenant's technical e-mail address.
- D. Maintain and activate at least one e-mail channel.
Answer: B,D
Explanation:
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.
NEW QUESTION # 37
Which objects are needed to create a registered product? Note: There are 2 correct answers to this question.
- A. Contract
- B. Customer
- C. Installed base
- D. Product
Answer: B,D
NEW QUESTION # 38
Which field can be used to determine Service Level Agreements?
- A. Event in case
- B. Reading value of a registered product
- C. Custom field
- D. Account role
Answer: B
NEW QUESTION # 39
Which of the following configuration activities are part of SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Set scoping attributes
- B. Set up deals
- C. Maintain case types
- D. Set up Agent Desktop
Answer: A,C
NEW QUESTION # 40
Which of the following objects can be displayed in the Timeline tabstrip in the Customer Hub? Note:
There are 2 correct answers to this question.
- A. Calls
- B. Installed base
- C. Contracts
- D. Cases
Answer: B,D
NEW QUESTION # 41
Which objects can you assign to an installed base? Note: There are 2 correct answers to this question.
- A. Registered product
- B. Warranty
- C. Customer
- D. Maintenance plan
Answer: A,D
NEW QUESTION # 42
What can you do with Agent Desktop in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Create installed bases.
- B. Create accounts and contacts.
- C. Use a mashup to execute transactions in other SAP solutions.
- D. Assign products to existing accounts.
Answer: B,C
Explanation:
According to the SAP Service Cloud Version 2 documents and learning resources, you can do the following things with Agent Desktop in SAP Service Cloud Version 2:
Create accounts and contacts. Agent Desktop allows you to create and maintain master data for accounts and contacts, which are essential for managing customer relationships and service requests. You can also view and edit the account hierarchy, the contact roles, and the communication preferences of the accounts and contacts.
Use a mashup to execute transactions in other SAP solutions. Agent Desktop enables you to integrate with other SAP solutions, such as SAP S/4HANA Service, SAP Field Service Management, or SAP Marketing Cloud, by using mashups. Mashups are web pages that are embedded in the Agent Desktop and can pass input parameters from the service objects, such as cases, tickets, or registered products, to the external solutions. You can use mashups to perform actions in the external solutions, such as creating a service order, scheduling a service appointment, or launching a marketing campaign, without leaving the Agent Desktop.
The other options are not correct because:
Creating installed bases is not possible with Agent Desktop in SAP Service Cloud Version 2. Installed bases are collections of products that are installed at a customer site and require service or maintenance.
Installed bases are created and managed in the Installed Base work center, which is not part of the Agent Desktop.
Assigning products to existing accounts is not possible with Agent Desktop in SAP Service Cloud Version 2. Products are items that are sold or serviced by your company, and they can be assigned to accounts or contacts as attributes. Products are assigned and maintained in the Products work center, which is not part of the Agent Desktop. References = Introducing Agent Desktop in SAP Service Cloud Version 2, Using Agent Desktop with SAP Service Cloud, Description SAP Service Cloud Version 2 Feature Scope, Agent Console Add-On for SAP Service Cloud Agent Desktop in SAP Service Cloud Version 2 is a versatile tool that enables service agents to perform a variety of tasks efficiently. Among its capabilities, creating accounts and contacts directly from the interface stands out as a fundamental feature, allowing agents to manage customer information seamlessly.
Additionally, the Agent Desktop supports the use of mashups, which are integrations with external applications or web content. These mashups enable agents to execute transactions or access data in other SAP solutions without leaving the Agent Desktop environment, thereby enhancing productivity and providing a unified user experience
NEW QUESTION # 43
You want to assign employees to multiple organisational units. Which action needs to be performed to achieve this?
- A. Acquire an additional license for the required add-on.
- B. Assign the employee at company level.
- C. Assign employees directly to different organisational objects.
- D. Enable the Primary flag in the organisation unit.
Answer: C
NEW QUESTION # 44
Which tool can you use to rename the cases facet?
- A. Adaptation tool
- B. Page layout
- C. Workflow with action type field update
- D. Language adaptation tool
Answer: D
NEW QUESTION # 45
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. Create business role
- C. Log in with initial user
- D. Assign employee to organizational units
Answer: A,B
NEW QUESTION # 46
Which of the following actions can be configured for autoflow? Note: There are 3 correct answers to this question.
- A. Send event notifications
- B. Send info notifications
- C. Send object update
- D. Send e-mails
- E. Send event e-mail template
Answer: B,C,D
Explanation:
In Autoflow, you can configure the following actions:
* Send info notifications (A): Pop-up alerts or in-app notifications to agents.
* Send e-mails (B): Trigger emails to customers or internal stakeholders.
* Send object update (C): Modify fields or statuses of related objects (e.g., updating a case status).
* Event notifications (D) and event e-mail templates (E) are managed via workflow rules, not Autoflow.
References:
* SAP Help Portal: Autoflow Actions
* SAP Documentation: Configuring Autoflow
NEW QUESTION # 47
Which of the following actions can be configured for autoflow? Note: There are 3 correct answers to this question.
- A. Send event notifications
- B. Send info notifications
- C. Send object update
- D. Send e-mails
- E. Send event e-mail template
Answer: A,B,D
NEW QUESTION # 48
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. Handover
- B. Escalate
- C. Mark as unread
- D. Summary
- E. Delete
Answer: B,C,D
Explanation:
According to the SAP Service Cloud Version 2 documents and learning resources, the following actions can be executed by a Service Agent from the case "More Action" button:
Summary. This action allows the Service Agent to create a summary of the case, which is a concise and informative description of the case details, such as the subject, the priority, the status, the category, the resolution, and the next steps. The summary can be used to communicate the case progress to the customer or to other stakeholders.
Mark as unread. This action allows the Service Agent to mark the case as unread, which means that the case will appear as new in the Agent Desktop and will require the Service Agent's attention. This action can be used to remind the Service Agent to follow up on the case or to delegate the case to another Service Agent.
Escalate. This action allows the Service Agent to escalate the case to a higher level of authority or expertise, such as a manager or a specialist. The escalation can be triggered manually by the Service Agent or automatically by the system based on predefined criteria, such as the case priority, the SLA, or the customer satisfaction. The escalation can also involve sending notifications, changing the case status, or reassigning the case to another team or employee.
The other options are not correct because:
Delete. This action is not available from the case "More Action" button. Deleting a case is a permanent action that removes the case and all its related data from the system. Deleting a case can only be done by an administrator or a user with the appropriate authorization in the Cases work center.
Handover. This action is not available from the case "More Action" button. Handing over a case is a temporary action that transfers the ownership and responsibility of the case to another Service Agent for a specific period of time. Handing over a case can be done by the Service Agent or by the system based on predefined rules in the Settings > Cases > Case Handover view. References = Using Agent Desktop with SAP Service Cloud, Creating a Case Type, Configuring Case Escalation, Configuring Case Handover
NEW QUESTION # 49
Which of the following account types can be used in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Groups
- B. Channel partners
- C. Contacts
- D. Individual customers
Answer: B,D
Explanation:
In SAP Service Cloud V2, account types under Business Partner include:
* Individual customers (D): For B2C scenarios (e.g., end consumers).
* Channel partners (B): For distributors or partners involved in service delivery.
* Contacts (A) are part of business partner roles, not account types.
* Groups (C) refer to organizational units, not account classifications.
References:
* SAP Help Portal: Business Partner Configuration
* SAP Documentation: Account Types in Service Cloud
NEW QUESTION # 50
What actions do you need to perform to create an incident for SAP Service Cloud Version 2? Note:
There are 2 correct answers to this question.
- A. Log incident with SAP Service Cloud user ID
- B. Activate Built-In Support
- C. Create incident through Settings > Incident
- D. Log incident through SAP for Me
Answer: B,D
NEW QUESTION # 51
Which of the following are mandatory attributes when creating a case? Note: There are 2 correct answers to this question.
- A. Installed base
- B. Status
- C. Case type
- D. Subject
Answer: C,D
Explanation:
When creating a case, mandatory attributes include:
* Case type (D): Defines the process, fields, and workflows for the case.
* Subject (C): A brief description of the case's purpose.
* Status (B) is typically auto-populated (e.g., "Open") but can be configured as mandatory.
* Installed base (A) is optional unless tied to specific service scenarios.
References:
* SAP Help Portal: Case Management Configuration
* SAP Documentation: Mandatory Case Attributes
NEW QUESTION # 52
Which objects can you assign to an installed base? Note: There are 2 correct answers to this question.
- A. Registered product
- B. Warranty
- C. Customer
- D. Maintenance plan
Answer: A,D
Explanation:
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.
NEW QUESTION # 53
To which objects can you assign employees in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Registered products
- B. Accounts
- C. Service levels
- D. Response templates
Answer: B,C
Explanation:
Employees can be assigned to:
* Accounts (A): To designate responsibility for specific customers.
* Service levels (C): To define response/resolution time commitments for cases.
* Response templates (B) and registered products (D) do not involve employee assignments.
References:
* SAP Help Portal: Employee Assignments
* SAP Documentation: Service Level Configuration
NEW QUESTION # 54
What can you do with Microsoft Teams integration? Note: There are 3 correct answers to this question.
- A. Send e-mails to customers.
- B. Share workspaces.
- C. Create appointments.
- D. Hand over cases.
- E. Make outbound calls.
Answer: B,D,E
NEW QUESTION # 55
You have created and activated a new case type, but you forgot to assign a service catalog to it. How can you assign a service catalog to your new case type?
- A. Deactivate the Case Type, assign the Service Catalog, save, and activate it again.
- B. It is not possible to change an existing Case Type, so deactivate it and create a new one.
- C. Delete the Case Type and create a new Case Type with the required Service Catalog assigned to it.
- D. Execute the Create New Version action from the existing Case Type, then enter the Service Catalog and activate the new version.
Answer: D
NEW QUESTION # 56
Which of the following actions can a service agent perform in the Customer Hub in Agent Desktop?
Note: There are 3 correct answers to this question.
- A. Edit customer details
- B. Create a new e-mail message or a new case from the What Would You like to do? area
- C. Access interactions and notes in the timeline tab
- D. Launch a customer survey
- E. View customer details
Answer: B,C,E
NEW QUESTION # 57
Which master data is synchronized bidirectionally between SAP S/4HANA and SAP Service Cloud Version 2?
- A. Employee
- B. Account hierarchy
- C. Product
- D. Account
Answer: D
Explanation:
According to the SAP Service Cloud Version 2 documents and learning resources, the master data that is synchronized bidirectionally between SAP S/4HANA and SAP Service Cloud Version 2 is Account. Account is a master data object that represents a business partner, such as a customer, a competitor, or a supplier, in SAP Service Cloud Version 2. Account can be replicated from SAP S/4HANA to SAP Service Cloud Version
2, and vice versa, using the integration package SAP Sales Cloud and SAP Service Cloud Version 2 Integration for Master Data with SAP S/4HANA or SAP S/4HANA Cloud. The integration package uses the OData service API_BUSINESS_PARTNER to exchange account data between the two systems.
The other options are not correct because:
Product is not
NEW QUESTION # 58
For which objects can you utilize categories in service catalogs? Note: There are 2 correct answers to this question.
- A. Phone calls
- B. Registered products
- C. Cases
- D. Tasks
Answer: B,C
Explanation:
In SAP Service Cloud Version 2, you use categories to capture and organize the services that your company wants to offer to create a hierarchical structure called a catalog. SAP Service Cloud Version 2 also uses the service categories that you create as attributes for Cases and Registered Products, meaning that you can have the system automatically match and direct incoming service requests (Cases) to the specific services in your catalog and supporting service teams. You can also maintain the service category determinations of Cases and Registered Products currently in process. References = Configuring Categories, Solution Guide for SAP Service Cloud Version 2
NEW QUESTION # 59
You have integrated Microsoft Teams with SAP Service Cloud Version 2.
Where can service agents start sharing workspaces for cases by clicking on the Share Workspace icon? Note: There are 2 correct answers to this question.
- A. In the case
- B. In the case worklist
- C. In the interaction log
- D. In Agent Desktop
Answer: A,D
Explanation:
With the integration of Microsoft Teams into SAP Service Cloud Version 2, service agents gain the ability to enhance collaboration around case management. The Share Workspace icon, a key feature of this integration, allows agents to initiate shared workspaces directly from a case or within the Agent Desktop environment.
This functionality facilitates real-time collaboration and communication among team members, making it easier to discuss case details, share insights, and collectively work towards resolutions, all within the familiar interface of Microsoft Teams
NEW QUESTION # 60
What information can be maintained in the Related Objects facet of a case? Note: There are 3 correct answers to this question.
- A. Installed bases
- B. Installation points
- C. Registered products
- D. Registered products and installed bases related to the account only
- E. Products
Answer: A,B,C
Explanation:
The Related Objects facet in a case allows linking to:
* Registered Products (A): Specific instances of products (e.g., serialized items) tied to the customer.
* Installed Bases (B): Collections of products/components the customer owns.
* Installation Points (C): Physical/logical locations within an installed base (e.g., "Building A, Floor 3").
Why other options are incorrect:
* D. Account-Limited Objects: The facet includes all related objects, not restricted to the account.
* E. Products: Generic product definitions (from the product master) are not directly assignable here.
References:
* SAP Service Cloud Guide: "Case-Related Objects Configuration".
NEW QUESTION # 61
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