C_C4H56I_34 VALID TEST TEST - 100% TRUSTABLE QUESTIONS POOL

C_C4H56I_34 Valid Test Test - 100% Trustable Questions Pool

C_C4H56I_34 Valid Test Test - 100% Trustable Questions Pool

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q20-Q25):

NEW QUESTION # 20
How can end users access the Customer Hub screen in Agent Desktop? Note: There are 2 correct answers to this question.

  • A. Manually by performing a customer identification via Agent Desktop
  • B. Automatically when an incoming phone call from a known customer is accepted
  • C. Automatically when there is an incoming phone call
  • D. Manually by navigating into the Customer Hub app from the menu

Answer: A,B

Explanation:
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"


NEW QUESTION # 21
Which of the following features are available in the adaptation tool? Note: There are 2 correct answers to this question.

  • A. Change the field label
  • B. Create a new URL mashup
  • C. Add a new field
  • D. Add a new button

Answer: C,D

Explanation:
The adaptation tool allows you to add a new button or a new field to the user interface of SAP Service Cloud Version 2. You can also change the properties of existing buttons and fields, such as the label, the visibility, the data binding, and the actions. However, you cannot create a new URL mashup using the adaptation tool.
To create a new URL mashup, you need to use the administration tool. References = Solution Guide for SAP Service Cloud Version 2, section "Adaptation", page 33.


NEW QUESTION # 22
What can you do with Microsoft Teams integration? Note: There are 3 correct answers to this question.

  • A. Send e-mails to customers.
  • B. Make outbound calls.
  • C. Hand over cases.
  • D. Create appointments.
  • E. Share workspaces.

Answer: B,C,E

Explanation:
You can do the following things with Microsoft Teams integration in SAP Service Cloud Version 2:
Share workspaces: You can quickly create and share a workspace via MS Teams when you need support from an expert or your manager. You can share content from within agent teams and stay up to date on the latest service requests, comments, discussions, and decisions online.
Hand over cases: You can hand over cases to other agents or teams via MS Teams. You can also assign tasks and subtasks to other agents or teams and track their progress.
Make outbound calls: You can make outbound calls to customers or contacts using MS Teams. You can also record the calls and attach them to the case or contact. References = Integrating SAP Service Cloud Version 2 with MS Teams, Solution Guide for SAP Service Cloud Version 2, section Microsoft Teams Integration.


NEW QUESTION # 23
You are rolling out SAP Service Cloud Version 2 to multiple countries. Which of the following must be completed for each different country? Note: There are 2 correct answers to this question.

  • A. Maintain organizational units
  • B. Maintain exchange rate
  • C. Enable country/region
  • D. Select country theme

Answer: B,C

Explanation:
For multi-country rollouts:
* Enable Country/Region (A): Required to activate locale-specific settings (e.g., formats, legal requirements).
* Maintain Exchange Rate (B): Essential for financial transactions in local currencies.
Why other options are incorrect:
* C. Maintain Organizational Units: Can be global or reused across countries.
* D. Select Country Theme: Optional for UI customization, not mandatory.
References:
* SAP Implementation Guide: "Multi-Country Configuration".


NEW QUESTION # 24
What can you do with Agent Desktop in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

  • A. Assign products to existing accounts.
  • B. Create accounts and contacts.
  • C. Create installed bases.
  • D. Use a mashup to execute transactions in other SAP solutions.

Answer: B,D

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 # 25
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