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SAP C_C4H56I_34 認定試験の出題範囲：
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質問 # 37
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. Installed base
- B. Calls
- C. Contracts
- D. Cases
正解：A、D
質問 # 38
Which of the following are required to grant business user access? Note: There are 2 correct answers to this question.
- A. Access restriction
- B. User ID
- C. Assignment to an organizational unit
- D. Employee
正解：B、D
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 # 39
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
解説：
Case routing is a feature that allows you to define rules for automatically assigning cases to teams or employees based on certain attributes, such as the product, channel, priority, or subject of the case. You can use case routing to ensure that all cases with a specific product that has a known fault are routed to the escalation team, who can handle them with higher priority and expertise. You can configure case routing rules in SAP Service Cloud Version 2 by going to Settings -> Cases -> Case Routing to Team or Case Routing to Employees. References = Configuring Case Routing Rules, page 2 and 3.
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 Agent Desktop
- B. In the case worklist
- C. In the interaction log
- D. In the case
正解：A、D
質問 # 41
Which of the following standard charts are available in the All Cases worklist? Note: There are 3 correct answers to this question.
- A. Cases by Source/Channel
- B. Cases by Service Team
- C. Cases by SLA
- D. Cases by Category
- E. Cases by Priority
正解：A、D、E
質問 # 42
Which user types are available within SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Technical
- B. Business
- C. Development
- D. Administration
正解：A、B
質問 # 43
Which of the following apply when accessing a new SAP Service Cloud Version 2 tenant? Note: There are 2 correct answers to this question.
- A. Any test tenant needs to be purchased separately.
- B. The customer will need to provision new tenants through SAP for Me.
- C. The administrator must create an initial user in order to log in to the tenant for the first time.
- D. The business settings will need to be activated for the tenant.
正解：B、D
解説：
Option C is correct because the customer will need to provision new tenants through SAP for Me, which is a self-service portal that provides access to SAP products, services, and support12.
Option D is correct because the business settings will need to be activated for the tenant, which enables the tenant to use the features and functions of SAP Service Cloud Version 23.
Option A is incorrect because the administrator does not need to create an initial user in order to log in to the tenant for the first time. The initial user is created automatically by SAP and the credentials are sent to the customer via email3.
Option B is incorrect because any test tenant does not need to be purchased separately. The customer can choose to purchase a test tenant along with the production tenant, or request a test tenant later through SAP for Me2. References = Defining the Scope - SAP Learning Solution Guide for SAP Service Cloud Version 2 Version 2 Onboarding Guide for SAP Service Cloud Set Up Guide for SAP Service Cloud Version 2 - SAP Online Help
質問 # 44
Where can you find existing cases in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. In the cases settings view
- B. In the My Cases Summary card available in the home page
- C. In the case worklist by choosing the Case app from the menu
- D. In the product page
正解：B、C
解説：
You can find existing cases in SAP Service Cloud Version 2 in two ways:
In the My Cases Summary card available in the home page. This card shows you the number of cases assigned to you, grouped by priority and status. You can click on any of the numbers to open a list of the corresponding cases. You can also click on the View All button to see all your cases in a table view.
In the case worklist by choosing the Case app from the menu. This app allows you to view, filter, sort, and search for cases based on various criteria. You can also create new cases, edit existing cases, and perform actions on cases from this app. References = Solution Guide for SAP Service Cloud Version 2, section Cases.
質問 # 45
Which objects are determined when you are using case routing in SAP Service Cloud Version 2?
Note: There are 2 correct answers to this question.
- A. Service category
- B. Service team
- C. Employee
- D. Account
正解：A、B
解説：
Case routing in SAP Service Cloud Version 2 is a mechanism that automatically directs incoming cases to the appropriate service teams or individuals based on predefined criteria. The "Service Category" is one of the primary criteria used in case routing. It categorizes cases based on the nature of the inquiry or issue, ensuring that they are directed to the team with the relevant expertise. Additionally, the "Service Team" is determined during case routing, which involves assigning cases to specific groups of service agents or teams who are equipped to handle them. This ensures that cases are managed by the most suitable and knowledgeable personnel, facilitating efficient resolution.
質問 # 46
How can you trigger an event notification based on a specific condition?
- A. Configure autoflow
- B. Configure event management
- C. Implement SDK logic
- D. Configure integration setting
正解：A
質問 # 47
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. Individual customers
- C. Channel partners
- D. Contacts
正解：B、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 # 48
Which objects can you assign when you create a user? Note: There are 2 correct answers to this question.
- A. Security policy
- B. Business role
- C. User profile
- D. Employee role
正解：A、B
質問 # 49
WWhich of the following are mandatory to maintain when you want to create a new business user?
Note: There are 2 correct answers to this question.
- A. Organization
- B. Employee
- C. Business role
- D. E-mail
正解：C
質問 # 50
Which milestone can you use for service levels?
- A. Status
- B. Warranty validity
- C. Initial review date
- D. Created-on date
正解：C
解説：
For service levels in SAP Service Cloud Version 2, the "Initial review date" is a significant milestone that can be used to track and manage service commitments. This milestone marks the scheduled date for an initial evaluation or review of the service provided, ensuring that service level agreements (SLAs) are being met and that any issues are identified and addressed in a timely manner. This helps in maintaining high service standards and customer satisfaction.
質問 # 51
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 organizational structure
- B. Create business role
- C. Assign employee to organizational units
- D. Log in with initial user
正解：A、B
質問 # 52
Which element can be used to restrict access to views?
- A. Business roles
- B. Service levels
- C. Code list restrictions
- D. Field extensions
正解：A
質問 # 53
Which of the following configuration activities are part of SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Set scoping attributes
- B. Set up deals
- C. Set up Agent Desktop
- D. Maintain case types
正解：A、D
質問 # 54
Which configuration steps are mandatory to link customer e-mails with cases? Note: There are 2 correct answers to this question.
- A. Maintain and activate at least one e-mail channel.
- B. Create a case routing rule.
- C. Set up a rule to route the e-mail to the tenant's technical e-mail address.
- D. Assign the team responsible for handling cases.
正解：A、B
質問 # 55
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. Select country theme
- B. Maintain exchange rate
- C. Enable country/region
- D. Maintain organizational units
正解：C、D
質問 # 56
You are configuring SAP Service Cloud Version 2 to automatically assign employees to a case. Which feature can help with this?
- A. Routing
- B. Escalation
- C. Process for cases
- D. Prioritization settings
正解：A
質問 # 57
Which of the following standard charts are available in the All Cases worklist? Note: There are 3 correct answers to this question.
- A. Cases by Source/Channel
- B. Cases by Service Team
- C. Cases by SLA
- D. Cases by Category
- E. Cases by Priority
正解：A、D、E
解説：
In the All Cases worklist app, the following standard charts for cases are available:
Cases by Source/Channel: This chart shows the distribution of cases by the source or channel from which they were created, such as email, phone, web, or chat. You can use this chart to analyze the preferred communication methods of your customers and the workload of your service agents.
Cases by Priority: This chart shows the distribution of cases by the priority level that was assigned to them, such as low, medium, high, or urgent. You can use this chart to monitor the urgency and importance of your cases and prioritize your service actions accordingly.
Cases by Category: This chart shows the distribution of cases by the category that was assigned to them, such as product, service, or complaint. You can use this chart to identify the main types of issues or requests that your customers have and improve your service quality and efficiency. References = Creating the Statuses for Cases; All Cases Worklist
質問 # 58
What can you do with Agent Desktop in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Create installed bases.
- B. Use a mashup to execute transactions in other SAP solutions.
- C. Assign products to existing accounts.
- D. Create accounts and contacts.
正解：B、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 # 59
Which of the following objects can be displayed in the Entities facet of the Customer Hub screen?
Note: There are 2 correct answers to this question.
- A. Service orders
- B. Registered products
- C. Cases
- D. Maintenance plan
正解：B、C
解説：
The Entities facet of the Customer Hub screen can display the following objects: Cases, Registered Products, Installed Bases, and Service Contracts. These objects are related to the customer and can provide useful information for service agents. Cases are requests for support that contain details about the customer issue and the resolution process. Registered Products are items that the customer has purchased or registered with the company. Installed Bases are collections of registered products that are installed at a specific location. Service Contracts are agreements that define the terms and conditions of the service delivery for the customer. References = Creating a Case Type, Explaining the Support for the Customer Service Process
質問 # 60
Which of the following objects can be displayed in the Entities facet of the Customer Hub screen?
Note: There are 2 correct answers to this question.
- A. Service orders
- B. Registered products
- C. Cases
- D. Maintenance plan
正解：B、C
質問 # 61
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