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SAP C_C4H56_2411 Exam Syllabus Topics:

Topic	Details
Topic 1	Cases: This domain measures the skills of a Business Process Analyst and focuses on the configuration of document types, party roles, status schemas, and business flows. It evaluates the understanding of case management and process structuring within the system.
Topic 2	Master Data: This part evaluates the knowledge of a Data Management Specialist and focuses on setting up master data within the system. It includes configuring essential entities such as Account, Contact, Product, Organization, and employees to support business operations.\| User Management: This domain tests the abilities of an Access Control Manager and involves managing the creation of users and business roles, including assigning the appropriate authorizations. It ensures the secure and efficient administration of user access within the platform.
Topic 3	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 4	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.
Topic 5	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.

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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q55-Q60):

NEW QUESTION # 55
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. Create an incident in the Built-In Support.
B. Send an email to SAP Cloud Support.
C. Create a Support Case in SAP for Me.
D. Create a case of case type Incident.

Answer: A,D

NEW QUESTION # 56
What steps are required to convert incoming emails into cases? Note: There are 2 correct answers to this question.

A. Create an email channel for the object type Cases and enter the default case type to be used.
B. Create and activate a case type.
C. Enable the email channel within the CTI configuration.
D. Define the default email template for incoming enquiries.

Answer: A,B

Explanation:
To convert incoming emails into cases in SAP Service Cloud V2, administrators must create an email channel for the object type Cases and enter the default case type to be used, which defines how emails are mapped to cases. Additionally, creating and activating a case type is required to ensure the system recognizes the case structure for email conversions. According to SAP documentation, "Setting up an email channel for Cases and activating a case type are mandatory steps for email-to-case functionality." Enabling the email channel within CTI configuration (A) is incorrect, as email channels are separate from CTI. Defining the default email template (C) is optional for outbound responses, not inbound conversions.
Reference:
SAP Help Portal: Email-to-Case Configuration in SAP Service Cloud V2
SAP Community: Email Channel Setup

NEW QUESTION # 57
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
C. In Agent Desktop
D. In the case worklist

Answer: B,C

NEW QUESTION # 58
What steps are required to determine the GOLD service level? Note: There are 2 correct answers to this question.

A. Create and activate a service level determination rule where the condition is: WHEN Escalation Status == 'ESCALATED' THEN Service Level is GOLD
B. Create and activate a service level determination rule where the condition is: WHEN Priority == 'Immediate' THEN Service Level is GOLD
C. Create and activate a new service level called 'GOLD' for escalated cases.
D. Create and activate a new service level called 'GOLD' in the Case Designer.

Answer: B,D

Explanation:
To determine the GOLD service level in SAP Service Cloud V2, administrators must create and activate a new service level called 'GOLD' in the Case Designer to define the SLA parameters. Additionally, a service level determination rule must be created and activated with the condition WHEN Priority == 'Immediate' THEN Service Level is GOLD to assign the GOLD service level based on case priority. According to SAP documentation, "Creating and activating a service level in the Case Designer and defining determination rules with conditions like Priority are required to apply the GOLD service level." Creating a service level for escalated cases (C) is too specific and not a standard step. A rule based on Escalation Status (D) is possible but not the primary condition described for GOLD service level determination.
Reference:
SAP Help Portal: Service Level Configuration in SAP Service Cloud V2
SAP Community: SLA Determination Rules

NEW QUESTION # 59
Which options can be used to control the access rights of a user? Note: There are 2 correct answers to this question.

A. Assign restriction rules
B. Assign employee to organizational unit
C. Remove personal data from the business user
D. Create territory hierarchy levels

Answer: A,B

NEW QUESTION # 60
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C_C4H56_2411 Actual Lab Questions & C_C4H56_2411 Certification Training & C_C4H56_2411 Pass Ratio

SAP C_C4H56_2411 Exam Syllabus Topics:

2025 C_C4H56_2411 Guide | High Pass-Rate Clearer C_C4H56_2411 Explanation: SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 100% Pass

SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q55-Q60):

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