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SAP C_C4H56_2411 Exam Syllabus Topics:

Topic	Details
Topic 1	Personalization and Extensibility: This part assesses the expertise of a Solution Customization Expert and involves managing personalization, extension fields, validations, and determinations. It looks at how users can tailor and extend the system to meet specific business needs.
Topic 2	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 3	Service Elements: This part of the exam is designed for a Service Process Designer and covers the configuration of Service Level Agreements (SLAs), categories, and case routing. It assesses the ability to define and manage service elements that impact customer support workflows.
Topic 4	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.
Topic 5	Communication Channels: This section is intended for a Communication Solutions Specialist and covers the configuration of the Agent Desktop for Computer Telephony Integration (CTI) and Interaction Center processes. It also includes setting up the email communication channel for inbound and outbound scenarios.
Topic 6	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 7	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 8	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 9	Managing Clean Core: This part of the exam is designed for a Platform Optimization Lead and focuses on evaluating and applying clean core principles to customer experience solutions. It measures the ability to maximize business process agility, reduce adaptation efforts, and accelerate innovation.

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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q67-Q72):

NEW QUESTION # 67
What are the effects of using the depersonalization settings on employee data?

A. Employee data gets hidden.
B. Employee data is stored securely.
C. Personal data gets archived.
D. Personal data gets replaced with XXXX.

Answer: D

NEW QUESTION # 68
Which of the following API types does SAP recommend to achieve clean core integrations? Note: There are 2 correct answers to this question.

A. IDoc
B. RFC
C. SOAP
D. OData

Answer: C,D

Explanation:
For clean core integrations, SAP recommends using modern, standards-based APIs like SOAP and OData. These API types ensure interoperability, scalability, and alignment with SAP's clean core strategy, which emphasizes minimal customizations and standardized integrations. According to SAP documentation, "SAP recommends using OData and SOAP APIs for clean core integrations to maintain system extensibility and future-proofing." RFC (A) and IDoc (B) are legacy integration methods that do not align with the clean core approach due to their complexity and lack of flexibility.
Reference:
SAP Help Portal: Clean Core Integration Strategy
SAP Community: API Integration in SAP Cloud Solutions

NEW QUESTION # 69
What steps are required to determine the GOLD service level? Note: There are 2 correct answers to this question.

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

Answer: A,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 # 70
Which options can be used to control the access rights of a user? Note: There are 2 correct answers to this question.

A. Restriction rules
B. Business roles
C. Validation rules
D. Autoflow

Answer: A,B

Explanation:
In SAP Service Cloud V2, Restriction rules are used to define specific access constraints, such as limiting access to certain accounts or cases based on conditions. Business roles control user access rights by assigning permissions to objects, views, and fields. According to SAP documentation, "Access rights are managed through Restriction Rules and Business Roles to ensure users have appropriate permissions." Validation rules (A) enforce data integrity, not access. Autoflow (D) automates actions, not controls access.
Reference:
SAP Help Portal: Access Management in SAP Service Cloud V2
SAP Learning: Business Roles and Restriction Rules

NEW QUESTION # 71
Which of the following attributes are mandatory when creating new custom fields? Note: There are 2 correct answers to this question.

A. Label
B. Data type
C. Searchable
D. Sortable

Answer: A,B

Explanation:
When creating new custom fields in SAP Service Cloud V2, the Data type is mandatory to define the type of data the field will store (e.g., text, number, date). The Label is also required to provide a name or description for the field, ensuring clarity for users. According to SAP documentation, "When creating custom fields, administrators must specify the data type and label as mandatory attributes." Searchable (A) and Sortable (B) are optional attributes that can be enabled based on business needs but are not mandatory.
Reference:
SAP Help Portal: Custom Field Creation in SAP Service Cloud V2
SAP Community: Extension Fields in Service Cloud

NEW QUESTION # 72
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Exam C_C4H56_2411 Dumps - C_C4H56_2411 Top Dumps

SAP C_C4H56_2411 Exam Syllabus Topics:

C_C4H56_2411 Prep Torrent - SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Exam Torrent & C_C4H56_2411 Test Braindumps

SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q67-Q72):

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