SAP C_C4H56I_34認定試験問題集には80練習テスト問題があります [Q39-Q64]

SAP C_C4H56I_34認定試験問題集には80練習テスト問題があります

最新C_C4H56I_34試験問題集には高得点で一発合格

質問 # 39
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. Activate Built-In Support
B. Log incident through SAP for Me
C. Create incident through Settings > Incident
D. Log incident with SAP Service Cloud user ID

正解：A、B

質問 # 40
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 interaction log
B. In the case worklist
C. In Agent Desktop
D. In the case

正解：C、D

解説：
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

質問 # 41
Where can the administrator configure which event types must be visible in the timeline of the Customer Hub screen?

A. In the timeline configuration
B. The event types are enabled by default and cannot be changed.
C. In the general configuration of Agent Desktop
D. In the Customer Hub screen configuration

正解：A

質問 # 42
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

正解：B、D

質問 # 43
How can end users access the Customer Hub screen in Agent Desktop? Note: There are 2 correct answers to this question.

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

正解：C、D

解説：
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"

質問 # 44
What can the categories in the service catalogue be used for? Note: There are 3 correct answers to this question.

A. Business role assignment
B. To control the validity of the service catalogue
C. A filter option for the case summary
D. Case responsibility determination
E. Service level determination

正解：B、C、D

質問 # 45
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

正解：C、D

解説：
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

質問 # 46
You want to assign a value to a specific field based on another field value calculation. Which of the following can you create to enable the field calculation?

A. An autoflow
B. A workflow
C. A page layout
D. A determination

正解：D

解説：
A determination is a rule that assigns a value to a field based on the value of another field or a calculation. For example, you can create a determination that sets the priority of a case based on the urgency and impact fields.
A page layout, a workflow, and an autoflow are not used for field calculations. References = [Solution Guide for SAP Service Cloud Version 2 - SAP Online Help], [SAP Service Cloud Version 2 Feature Scope]

質問 # 47
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

正解：A、B

解説：
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.

質問 # 48
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

正解：B、D

解説：
To create a registered product in SAP Service Cloud Version 2, you need the following objects:
Product: This is the generic definition of the product that you want to register. It contains the basic information such as the name, description, category, and price of the product. You can create products in the Products work center, under the Products view.
Customer: This is the individual or organization that owns the registered product. It can be either an account or an individual customer. You can create customers in the Customers work center, under the Accounts or Individual Customers view.
The other objects are not mandatory for creating a registered product, but they can be used to provide additional information or functionality. For example:
Installed base: This is a collection of registered products that belong to the same customer and are located at the same site. It can be used to group and manage related registered products more easily. You can create installed bases in the Installed Base work center, under the Installed Base view.
Contract: This is an agreement between the customer and the service provider that defines the terms and conditions of the service delivery. It can be used to determine the service entitlements and pricing for the registered product. You can create contracts in the Contracts work center, under the Contracts view.
References =
Creating a Registered Product - SAP Learning, slide 3-4
Solution Guide for SAP Service Cloud Version 2, page 31-32

質問 # 49
What can the categories in the service catalog be used for? Note: There are 3 correct answers to this question.

A. Business role assignment
B. Service level determination
C. A filter option for the case summary
D. Case responsibility determination
E. To control validity of the service catalog

正解：B、C、D

解説：
The categories in the service catalog can be used for service level determination, a filter option for the case summary, and case responsibility determination. Service level determination is the process of assigning a service level agreement (SLA) to a case based on the category and other attributes. A filter option for the case summary allows the user to view cases by category or subcategory. Case responsibility determination is the process of assigning a case to a service agent or a service team based on the category and other criteria. References = Configuring Categories, Creating the Statuses for Cases, Service Categorization with Machine Learning

質問 # 50
Which element can be used to restrict access to views?

A. Code list restrictions
B. Field extensions
C. Service levels
D. Business roles

正解：D

質問 # 51
How can you trigger an event notification based on a specific condition?

A. Configure event management
B. Implement SDK logic
C. Configure autoflow
D. Configure integration setting

正解：B

解説：
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

質問 # 52
Which of the following actions can be configured for autoflow? Note: There are 3 correct answers to this question.

A. Send e-mails
B. Send event notifications
C. Send event e-mail template
D. Send object update
E. Send info notifications

正解：A、B、E

解説：
Autoflow is a feature that allows you to define rules that trigger actions based on certain conditions and events.
You can configure three types of actions for autoflow: send info notifications, send e-mails, and send event notifications. Send info notifications are messages that appear in the user interface of SAP Service Cloud Version 2 to inform users about the status of a process or an entity. Send e-mails are messages that are sent to external recipients, such as customers or partners, using predefined e-mail templates. Send event notifications are messages that are sent to integrated solutions, such as SAP Marketing Cloud or SAP Sales Cloud, using predefined event templates. You cannot configure autoflow to send object updates or event e-mail templates.
Object updates are changes that are made to the fields or attributes of an entity, such as a case or a service order. Event e-mail templates are e-mail templates that are used to send event notifications to integrated solutions. To configure object updates, you need to use the administration tool. To configure event e-mail templates, you need to use the event management tool. References = Solution Guide for SAP Service Cloud Version 2, section "Autoflow", page 34.

質問 # 53
You are an administrator and want different user groups to have different fields access in the UI in SAP Service Cloud Version 2. Which functionalities would you use to enable this? Note: There are 2 correct answers to this question.

A. Adaptation
B. Language adaptation
C. Page layout
D. Auto flow

正解：A、C

質問 # 54
Which master data is synchronized bidirectionally between SAP S/4HANA and SAP Service Cloud Version 2?

A. Employee
B. Product
C. Account
D. Account hierarchy

正解：C

解説：
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

質問 # 55
Which of the following describe how access restrictions are governed in SAP Service Cloud Version2?

A. If the access rights are contradictory, the system automatically grants no access.
B. Restricted access rights override any unrestricted access you have defined.
C. You can decide if access rights override any restrictions you have defined.
D. Unrestricted access rights override any restrictions you have defined.

正解：C

質問 # 56
Which objects can you assign to an installed base? Note: There are 2 correct answers to this question.

A. Maintenance plan
B. Warranty
C. Registered product
D. Customer

正解：A、C

解説：
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.

質問 # 57
Which tool can you use to rename the cases facet?

A. Workflow with action type field update
B. Adaptation tool
C. Language adaptation tool
D. Page layout

正解：C

質問 # 58
How can you trigger an event notification based on a specific condition?

A. Configure event management
B. Implement SDK logic
C. Configure integration setting
D. Configure autoflow

正解：D

質問 # 59
What can you do with Agent Desktop in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

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

正解：A、D

解説：
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

質問 # 60
Which of the following features are available in the adaptation tool? Note: There are 2 correct answers to this question.

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

正解：B、D

質問 # 61
You have determined that one of your products has a known fault. You want to ensure that all cases with that product are automatically assigned to the escalation team. Which feature in SAP Service Cloud Version 2 would you use to do this?

A. Service categories
B. Case routing
C. SLA
D. Notifications

正解：B

質問 # 62
Which element can be used to restrict access to views?

A. Code list restrictions
B. Field extensions
C. Service levels
D. Business roles

正解：D

解説：
Business roles are used to assign work centers and views to users, and also to define access restrictions and authorizations for each view. By using business roles, you can control which views are visible and editable for different users or groups of users. For example, you can restrict access to certain accounts, products, or tickets based on the user's organizational unit, territory, or other criteria. References = Apply Access Contexts and Restriction Rules, Restricting access the right way in SAP Cloud for Customer

質問 # 63
What options are available to automatically assign an employee or team to a case? Note: There are 2 correct answers to this question.