リアルC_C4H56I_34問題集でSAP正確な解答2025年最新版を試そう
SAP Certified Application Associate C_C4H56I_34試験練習問題集
SAP C_C4H56I_34 認定試験の出題範囲：
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質問 # 21
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 business role
- B. Log in with initial user
- C. Create organizational structure
- D. Assign employee to organizational units
正解：C、D
解説：
Setting up SAP Service Cloud Version 2 involves several critical steps to ensure the system is configured correctly for organizational needs. One of the essential steps is "Assigning employees to organizational units," which involves mapping employees to specific divisions, departments, or groups within the organization. This step is crucial for defining roles, responsibilities, and reporting structures. Another fundamental step is
"Creating an organizational structure," which lays the foundation for the system's operational framework. This structure defines the hierarchical arrangement of lines of authority, communications, rights, and duties of an organization. It is vital for establishing clear governance, operational efficiency, and effective management of the SAP Service Cloud environment.
質問 # 22
For which objects can you utilize categories in service catalogs? Note: There are 2 correct answers to this question.
- A. Phone calls
- B. Tasks
- C. Registered products
- D. Cases
正解：C、D
解説：
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
質問 # 23
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. Launch a customer survey
- B. Access interactions and notes in the timeline tab
- C. Edit customer details
- D. View customer details
- E. Create a new e-mail message or a new case from the What Would You like to do? area
正解：B、D、E
質問 # 24
You are setting up an organizational structure for a new implementation. Which of the following is possible while performing this task?
- A. Make sure that each organizational unit can have only one function at a time.
- B. Assign an employee to several organizational units.
- C. Use the Reporting Line function for selection.
- D. Make sure an organizational node can only be set up with a replication process from the back end.
正解：B、C
解説：
To set up an organizational structure for a new implementation, the following options are possible:
Assign an employee to several organizational units. This is possible by using the Employee Assignment function in the Organizational Management work center. An employee can be assigned to multiple organizational units with different validity periods and functions. For example, an employee can be a sales representative in one unit and a service agent in another unit.
Use the Reporting Line function for selection. This is possible by using the Reporting Line function in the Organizational Management work center. This function allows the administrator to select an organizational unit and display its reporting line, which shows the hierarchical relationship between the unit and its parent and child units. The administrator can also edit the reporting line by adding, removing, or changing the position of the units. References = Setting up an organizational structure - SAP Learning, section Assigning Employees to Organizational Units, slide 8-9 Set Up Guide for SAP Service Cloud Version 2, section Organizational Structure, page 11-12
質問 # 25
Which of the following are mandatory attributes when creating a case? Note: There are 2 correct answers to this question.
- A. Installed base
- B. Case type
- C. Subject
- D. Status
正解：B、C
解説：
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
質問 # 26
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 incident through Settings > Incident
- B. Log incident through SAP for Me
- C. Log incident with SAP Service Cloud user ID
- D. Activate Built-In Support
正解：B、D
解説：
Creating an incident in SAP Service Cloud Version 2 involves utilizing the built-in support framework provided by SAP. This framework is designed to streamline the process of reporting and managing issues directly within the SAP ecosystem. Logging an incident through the SAP for Me portal is a critical step in this process, as it serves as a centralized platform for customers to access various SAP services, including support and incident management. Additionally, activating the Built-In Support feature within the SAP Service Cloud environment enables users to directly report issues from within the application, ensuring that incidents are captured accurately and routed to the appropriate support channels for resolution
質問 # 27
Which configuration steps are mandatory to link customer e-mails with cases? Note: There are 2 correct answers to this question.
- A. Create a case routing rule.
- B. Set up a rule to route the e-mail to the tenant's technical e-mail address.
- C. Assign the team responsible for handling cases.
- D. Maintain and activate at least one e-mail channel.
正解：A、D
解説：
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.
質問 # 28
Which configuration steps are mandatory to link customer e-mails with cases? Note: There are 2 correct answers to this question.
- A. Create a case routing rule.
- B. Set up a rule to route the e-mail to the tenant's technical e-mail address.
- C. Assign the team responsible for handling cases.
- D. Maintain and activate at least one e-mail channel.
正解：A、D
解説：
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.
質問 # 29
What steps must the administrator perform to give service agents access to knowledge base articles? Note: There are 2 correct answers to this question.
- A. Maintain the knowledge base provider settings in SAP Service Cloud Version 2.
- B. Obtain API token credentials from the knowledge base provider.
- C. Configure the relevant integration flow.
- D. Set up knowledge base articles in SAP Service Cloud Version 2.
正解：A、D
解説：
To give service agents access to knowledge base articles in SAP Service Cloud Version 2, administrators need to perform specific configurations within the system. This involves maintaining the settings for the knowledge base provider, which could be an internal solution or a third-party service integrated with SAP Service Cloud.
By properly configuring these settings, the system can connect to the knowledge repository and retrieve relevant articles. Additionally, setting up the knowledge base articles within SAP Service Cloud is essential.
This setup includes defining article structures, content, and access permissions to ensure that agents can efficiently find and utilize the information to assist customers, thereby enhancing the quality and speed of service
質問 # 30
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 # 31
What information can be maintained in the Related Objects facet of a case? Note: There are 3 correct answers to this question.
- A. Registered products and installed bases related to the account only
- B. Registered products
- C. Installation points
- D. Products
- E. Installed bases
正解：B、D、E
解説：
In the Related Objects facet of a case, you can maintain the following information:
Registered products: You can add registered products that are related to the case, such as the product that caused the issue, the product that needs to be repaired, or the product that needs to be replaced. You can also view the product details, such as the serial number, the warranty, the reading value, and the status.
Installed bases: You can add installed bases that are related to the case, such as the location where the product is installed, the configuration of the product, or the hierarchy of the product components. You can also view the installed base details, such as the ID, the description, the account, and the status.
Products: You can add products that are related to the case, such as the product that needs to be ordered, the product that needs to be delivered, or the product that needs to be invoiced. You can also view the product details, such as the ID, the description, the quantity, and the price. References = Solution Guide for SAP Service Cloud Version 2, section Related Objects.
質問 # 32
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：D
解説：
In SAP Service Cloud Version 2, access restrictions are governed by a set of rules thatdetermine user permissions and access levels. When there is a conflict between access rights, "Unrestricted access rights override any restrictions you have defined." This means that if a user is granted unrestricted access rights in one area, these rights will take precedence over any other specific restrictions that might have been set, ensuring that users retain access to critical functions and information necessary for their roles.
質問 # 33
What options are available to automatically assign an employee or team to a case? Note: There are 2 correct answers to this question.
- A. Define case types and assign responsible teams and employees.
- B. Set up rule(s) for case routing to teams.
- C. Set up rules with BRF+.
- D. Set up rule(s) for case routing to employees.
正解：B、D
解説：
According to the SAP Service Cloud Version 2 documents and learning resources, you can use the following options to automatically assign an employee or team to a case:
Set up rule(s) for case routing to employees. You can configure case routing rules to assign cases to specific employees based on various attributes of the case, such as subject, priority, channel, or category. You can also use master data such as account, contact, product, or organization as attributes for case routing rules. You can maintain case routing rules for employees in the Settings > Cases > Case Routing to Employees view.
Set up rule(s) for case routing to teams. You can also configure case routing rules to assign cases to teams based on the same attributes as for employees. You can maintain case routing rules for teams in the Settings > Cases > Case Routing to Team view.
The other options are not correct because:
Define case types and assign responsible teams and employees. You can define case types to model different types of service workflows based on your business processes. You can add phases, steps, approvals, and automated flows to each case type. However, defining case types and assigning responsible teams and employees does not automatically assign an employee or team to a case. You still need to set up case routing rules to do that.
Set up rules with BRF+. BRF+ is a tool that allows you to create and maintain business rules in a graphical user interface. You can use BRF+ to define complex rules for various scenarios, such as pricing, output management, or workflow. However, BRF+ is not used to automatically assign an employee or team to a case in SAP Service Cloud Version 2. You need to use case routing rules for that purpose. References = Configuring Case Routing Rules, Creating a Case Type, Business Rule Framework plus (BRFplus)
質問 # 34
What are the prerequisites for integrating external systems into Agent Desktop? Note: There are 2 correct answers to this question.
- A. Machine learning
- B. SAP Build Apps
- C. SAP Event Mesh
- D. SAP Cloud Integration
正解：C、D
解説：
To integrate external systems into Agent Desktop, you need to have SAP Event Mesh and SAP Cloud Integration as prerequisites. SAP Event Mesh is a cloud-based event bus that enables applications to communicate with each other using events. SAP Cloud Integration is a cloud-based integration platform that allows you to connect your applications with other SAP and non-SAP cloud and on-premise applications.
These components enable you to create mashups that integrate external system functions into Agent Desktop, such as creating service orders and service quotations in SAP S/4HANA or SAP S/4HANA Cloud Service Management. References = Integrate External SAP Systems into Agent Desktop with Mashups | SAP Help Portal, Introducing Agent Desktop in SAP Service Cloud Version 2 - openSAP Microlearning
質問 # 35
Which of the following are required to grant business user access? Note: There are 2 correct answers to this question.
- A. Employee
- B. User ID
- C. Assignment to an organizational unit
- D. Access restriction
正解：A、B
解説：
According to the SAP Service Cloud Version 2 documents and learning resources, the following are required to grant business user access:
User ID. A user ID is a unique identifier for a business user, which is used to log on to the system and to assign a business role. A user ID can be created manually or automatically, and it can be based on the employee ID, the email address, or a custom format.
Employee. An employee is a master data object that represents a person who works for your company and performs a specific role or function. An employee can be assigned to one or more organizational units, and can have one or more business users associated with them.
The other options are not correct because:
Access restriction. Access restriction is a way to control the visibility and editability of data for business users based on their business roles and organizational assignments. Access restriction is not required to grant business user access, but it can be used to refine the access level after the business user is created and assigned a business role.
Assignment to an organizational unit. An organizational unit is a master data object that represents a structural element of your company, such as a department, a team, or a branch. An organizational unit can be assigned to one or more employees, and can be used as an attribute for access restriction.
Assignment to an organizational unit is not required to grant business user access, but it can be used to define the scope of the business user's responsibility and visibility. References = Creating Business Users and Business Roles, Creating Business Roles, Set Up Guide for SAP Service Cloud Version
2, SAP Service Cloud Version 2 | SAP Help Portal
質問 # 36
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