[2024年07月27日] 実際のC-C4H56I-34試験問題集は2024年最新のSAP練習試験合格させます
2024年最新の実際にあるC-C4H56I-34問題集テストエンジン試験問題はここにある
SAP C-C4H56I-34 認定試験の出題範囲：
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質問 # 26
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. Assign employee to organizational units
- C. Log in with initial user
- D. Create organizational structure
正解：A、D
質問 # 27
Which options can be used to control the access rights of a user? Note: There are 2 correct answers to this question.
- A. Assign employee to organizational unit
- B. Assign restriction rules
- C. Create territory hierarchy levels
- D. Remove personal data from the business user
正解：B、D
質問 # 28
Which of the following describe how access restrictions are governed in SAP Service Cloud Version2?
- A. You can decide if access rights override any restrictions you have defined.
- B. Unrestricted access rights override any restrictions you have defined.
- C. Restricted access rights override any unrestricted access you have defined.
- D. If the access rights are contradictory, the system automatically grants no access.
正解：B
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 # 29
Which of the following actions can be configured for autoflow? Note: There are 3 correct answers to this question.
- A. Send object update
- B. Send info notifications
- C. Send event e-mail template
- D. Send e-mails
- E. Send event notifications
正解：B、D、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 # 30
Which of the following elements are mandatory to create a new product? Note: There are 2 correct answers to this question.
- A. Sales area data
- B. Unit of measure
- C. Price
- D. Product group
正解：B、D
解説：
To create a New product in SAP Service Cloud Version 2, you need to specify the product group and the unit of measure as mandatory elements. The product group defines the category of the product and the unit of measure defines the quantity of the product. Sales area data and price are optional elements that can be added later or maintained in other systems. References = Solution Guide for SAP Service Cloud Version 2, page 88,
[Create Products | SAP Help Portal]
質問 # 31
What functionality can you use to grant user access to an SAP S/4HANA transaction in SAP Service Cloud Version 2 as an administrator? Note: There are 2 correct answers to this question.
- A. Custom entity
- B. Mashup
- C. Business flow
- D. Configure the relevant action
正解：B、D
質問 # 32
What options are available to automatically assign an employee or team to a case? Note: There are 2 correct answers to this question.
- A. Set up rule(s) for case routing to employees.
- B. Define case types and assign responsible teams and employees.
- C. Set up rule(s) for case routing to teams.
- D. Set up rules with BRF+.
正解：A、C
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 # 33
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 # 34
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. Maintain organizational units
- B. Maintain exchange rate
- C. Enable country/region
- D. Select country theme
正解：A、C
解説：
When rolling out SAP Service Cloud Version 2 to multiple countries, it is essential to "Enable country/region" to ensure that the system is tailored to the specific regulatory, linguistic, and cultural requirements of each country. This involves configuring country-specific settings, such as local currencies, date formats, and legal regulations. Additionally, "Maintaining organizational units" for each different country is crucial. This involves setting up the organizational structure, including departments, divisions, and teams, in a way that reflects the operational and management structure in each country. This ensures that the system aligns with local business practices and organizational hierarchies.
質問 # 35
Which services can be added to a business role? Note: There are 2 correct answers to this question.
- A. Installed base
- B. Maintenance plan
- C. Measurements
- D. Warranty
正解：A、D
質問 # 36
Which of the following configuration activities are part of SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Maintain case types
- B. Set up deals
- C. Set scoping attributes
- D. Set up Agent Desktop
正解：A、C
質問 # 37
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. Maintenance plan
- B. Service orders
- C. Cases
- D. Registered products
正解：C、D
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 # 38
Which element can be used to restrict access to views?
- A. Field extensions
- B. Business roles
- C. Service levels
- D. Code list restrictions
正解：B
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 # 39
Which actions could you take to control the reaction times of a case? Note: There are 3 correct answers to this question.
- A. Assign a territory to the case.
- B. Escalate the case.
- C. Assign a different team to the case.
- D. Adjust the SLA.
- E. Change the priority.
正解：B、D、E
解説：
To control the reaction times of a case, you could take the following actions:
Change the priority: The priority of a case determines the urgency and importance of resolving it. By changing the priority, you can affect the due date, next response date, and completion date of the case, as well as the visibility and notification of the case. For example, you can increase the priority of a case if the customer issue is critical or time-sensitive, or decrease the priority if the issue is minor or low-impact.
Adjust the SLA: The SLA (Service Level Agreement) of a case defines the initial response and completion due time and date for the resolution of issues, based on the service level objectives (SLOs) agreed with the customer. By adjusting the SLA, you can modify the expected reaction times of the case, as well as the consequences of missing the deadlines. For example, you can extend the SLA of a case if the issue is complex or requires more investigation, or shorten the SLA if the issue is simple or urgent.
Escalate the case: Escalating a case means raising the attention and priority of the case to a higher level of authority or responsibility. By escalating a case, you can involve more senior or specialized agents, managers, or experts to handle the case, as well as notify the customer and other stakeholders of the escalation. For example, you can escalate a case if the issue is beyond your scope or expertise, or if the customer is dissatisfied or angry.
References = Configuring a Service Level Agreement, Configuring Case Routing Rules, SAP Service Cloud Version 2 Feature Scope
質問 # 40
For which objects can you utilize categories in service catalogs? Note: There are 2 correct answers to this question.
- A. Cases
- B. Phone calls
- C. Registered products
- D. Tasks
正解：A、C
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 # 41
Which of the following actions can a Service Agent execute from the case "More Action" button? Note: There are 3 correct answers to this question.
- A. Delete
- B. Summary
- C. Escalate
- D. Handover
- E. Mark as unread
正解：B、C、E
質問 # 42
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