SAP Certified Application Associate C-C4H56I-34リアル試験問題と無料最新回答2024年03月05日 [Q39-Q61]

SAP Certified Application Associate C-C4H56I-34リアル試験問題と無料最新回答2024年03月05日

C-C4H56I-34究極な学習ガイド

質問 # 39
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. Select country theme
C. Enable country/region
D. Maintain exchange rate

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 # 40
What can the categories in the service catalog be used for? Note: There are 3 correct answers to this question.

A. Business role assignment
B. Service level determination
C. A filter option for the case summary
D. Case responsibility determination
E. To control validity of the service catalog

正解：B、C、D

解説：
The categories in the service catalog can be used for service level determination, a filter option for the case summary, and case responsibility determination. Service level determination is the process of assigning a service level agreement (SLA) to a case based on the category and other attributes. A filter option for the case summary allows the user to view cases by category or subcategory. Case responsibility determination is the process of assigning a case to a service agent or a service team based on the category and other criteria. References = Configuring Categories, Creating the Statuses for Cases, Service Categorization with Machine Learning

質問 # 41
Which tool can you use to rename the cases facet?

A. Workflow with action type field update
B. Adaptation tool
C. Language adaptation tool
D. Page layout

正解：C

質問 # 42
Which of the following blocks are available in the validation editor? Note: There are 2 correct answers to this question.

A. Condition
B. Workflow
C. Message
D. Action

正解：A、C

解説：
The validation editor is a tool that allows you to create custom logic to validate data and display error or warning messages based on certain conditions. The validation editor has four types of blocks: Message, Condition, Action, and Workflow. However, only the Message and Condition blocks are available for creating validations. The other two blocks are used for creating determinations, which are different from validations.
The Message block is used to define the type, text, and severity of the message that will be displayed to the user when the validation is triggered. You can choose between Error, Warning, or Information messages, and customize the message text according to your needs. The severity of the message determines whether the user can proceed with the save action or not. For example, an Error message will prevent the user from saving the data, while a Warning message will allow the user to save the data with a confirmation.
The Condition block is used to specify the criteria that will trigger the validation. You can use various operators and expressions to define complex conditions based on the data in the fields. You can also use logical connectors such as AND, OR, and NOT to combinemultiple conditions. For example, you can create a condition that checks if the status of a case is Closed and the resolution is empty, and then display an error message to the user.
References = Creating Block Based Validation in SAP Service Cloud Version 2, Working with Validations in the Service Cloud V2 Using Code Blocks, Solution Guide for SAP Service Cloud Version 2

質問 # 43
Which attribute can you assign to a warranty?

A. Non-covered categories
B. Registered products
C. Duration
D. Dates

正解：C、D

解説：
Dates: You can specify the start date and end date of the warranty, or choose to calculate them automatically based on the registered product's purchase date or installation date. You can also define grace periods before and after the warranty period.
Duration: You can define the duration of the warranty in days, months, or years, and choose whether to include or exclude weekends and holidays. You can also set up recurrence rules for warranties that renew periodically.
Non-covered categories: You can exclude certain service categories from the warranty coverage, such as damage, misuse, or wear and tear. You can also specify the non-covered charges, such as labor, parts, or travel expenses, that the customer has to pay in case of a non-covered service request.
Registered products: You can assign the warranty to one or more registered products, either manually or automatically based on product attributes, such as product ID, serial number, or product group. You can also assign the warranty to a registered product's parent or child products, such as components or accessories.
References = Creating a Warranty, Warranty Attributes

質問 # 44
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. Business flow
B. Mashup
C. Custom entity
D. Configure the relevant action

正解：B、D

解説：
You can use mashups and actions to grant user access to an SAP S/4HANA transaction in SAP Service Cloud Version 2 as an administrator. Mashups are web-based applications that combine data or functionality from different sources, such as SAP S/4HANA. Actions are predefined or custom operations that can be executed on business objects, such as opening an SAP S/4HANA transaction. To enable user access to an SAP S/4HANA transaction, you need to create a mashup for the transaction URL and configure the relevant action to call the mashup. References = SAP Service Cloud Version 2 | SAP Help Portal, SAP Service Cloud Version
2 Integration Guides for SAP S/4HANA, SAP Service Cloud Version 2 Mashups, SAP Service Cloud Version
2 Actions

質問 # 45
You have configured the Service Level Agreements and their determination rules, but they are not derived in the case. Which of the following could be a reason for this? Note: There are 2 correct answers to this question.

A. The determination rules have been configured, but not activated.
B. A workflow rule was not scheduled to trigger the determination.
C. Service Level Agreements are not configured in fine-tuning.
D. Service Level Agreements are not activated as a service.

正解：A、C

解説：
For Service Level Agreements (SLAs) to be correctly derived in cases within SAP Service Cloud Version 2, they need to be properly configured and activated. A common reason for SLAs not being derived could be that they have not been configured in the fine-tuning settings of the system. This setup is crucial for defining the SLAs' parameters and how they apply to various cases. Another potential issue could be that the determination rules, although configured, were not activated. These rules are essential for the system to automatically apply the correct SLA based on the case's attributes. Without activation, the system cannot utilize these rules to determine and apply SLAs to cases.

質問 # 46
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 worklist
C. In Agent Desktop
D. In the case

正解：C、D

解説：
With the integration of Microsoft Teams into SAP Service Cloud Version 2, service agents gain the ability to enhance collaboration around case management. The Share Workspace icon, a key feature of this integration, allows agents to initiate shared workspaces directly from a case or within the Agent Desktop environment.
This functionality facilitates real-time collaboration and communication among team members, making it easier to discuss case details, share insights, and collectively work towards resolutions, all within the familiar interface of Microsoft Teams

質問 # 47
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

正解：A、C

質問 # 48
What steps must an administrator perform to enable the phone channel in Agent Desktop? Note: There are 2 correct answers to this question.

A. Add a mashup service in Agent Desktop.
B. Integrate with a third-party Computer Telephony Integrator (CTI) provider.
C. Obtain API token credentials from the CTI provider.
D. Add the phone channel to the live interaction widget.

正解：B、D

質問 # 49
To which objects can you assign employees in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Service levels
B. Accounts
C. Registered products
D. Response templates

正解：B、C

質問 # 50
You are configuring SAP Service Cloud Version 2 to automatically assign employees to a case. Which feature can help with this?

A. Prioritization settings
B. Process for cases
C. Escalation
D. Routing

正解：D

解説：
Routing is the feature that can help with automatically assigning employees to a case based on relevant attributes, such as channel, subject, priority, or account. Routing rules enable companies to handle a high volume of messages and deliver the case to the right team or person. SAP Service Cloud Version 2 includes a flexible, easy-to-configure routing rule definition engine1.
Escalation, prioritization settings, and process for cases are not features that can help with automatic case assignment. Escalation is a feature that allows agents or managers to escalate a case to a higher level of authority or expertise when needed2. Prioritization settings are a feature that allows administrators to define how cases are prioritized based on urgency and impact3. Process for cases is a feature that allows administrators to define the steps and tasks that need to be completed for a case based on its type and category4.
References = 1: Configuring Case Routing Rules - SAP Learning, 2: Escalation - SAP Online Help, 3: Prioritization Settings - SAP Online Help, 4: Process for Cases - SAP Online Help

質問 # 51
Which objects can you assign when you create a user? Note: There are 2 correct answers to this question.

A. Business role
B. User profile
C. Security policy
D. Employee role

正解：A、C

質問 # 52
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. Employee
D. Assignment to an organizational unit

正解：B、C

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 # 53
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 # 54
What is one of the main uses for warranty management in SAP Service Cloud Version 2?

A. The warranty is assigned to a registered product.
B. The system can be set up so that certain service levels are not covered.
C. Routing rules can be applied to warranties.
D. The warranty is assigned to a contract.

正解：A

質問 # 55
Which master data is synchronized bidirectionally between SAP S/4HANA and SAP Service Cloud Version 2?

A. Employee
B. Product
C. Account
D. Account hierarchy

正解：C

解説：
According to the SAP Service Cloud Version 2 documents and learning resources, the master data that is synchronized bidirectionally between SAP S/4HANA and SAP Service Cloud Version 2 is Account. Account is a master data object that represents a business partner, such as a customer, a competitor, or a supplier, in SAP Service Cloud Version 2. Account can be replicated from SAP S/4HANA to SAP Service Cloud Version
2, and vice versa, using the integration package SAP Sales Cloud and SAP Service Cloud Version 2 Integration for Master Data with SAP S/4HANA or SAP S/4HANA Cloud. The integration package uses the OData service API_BUSINESS_PARTNER to exchange account data between the two systems.
The other options are not correct because:
Product is not

質問 # 56
Which types of master data can be used in case routing? Note: There are 2 correct answers to this question.

A. Responsible employee
B. Team
C. Account hierarchy
D. Contact

正解：A、B

解説：
In SAP Service Cloud Version 2, you can use case routing rules to automatically assign cases to a team or a responsible employee 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. However, account hierarchy is not a valid attribute for case routing, as it is not a master data object but a relationship between accounts. Contact is also not a valid attribute for case routing, as it is not directly related to the case but to the account or individual customer. References = Configuring Case Routing Rules, Master Data

質問 # 57
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 rules with BRF+.
B. Set up rule(s) for case routing to teams.
C. Define case types and assign responsible teams and employees.
D. Set up rule(s) for case routing to employees.

正解：B、D

質問 # 58
What can the categories in the service catalogue be used for? Note: There are 3 correct answers to this question.

A. Business role assignment
B. To control the validity of the service catalogue
C. A filter option for the case summary
D. Case responsibility determination
E. Service level determination

正解：B、C、D

質問 # 59
Which field can be used to determine Service Level Agreements?

A. Reading value of a registered product
B. Account role
C. Event in case
D. Custom field

正解：D

解説：
You can use a custom field to determine Service Level Agreements (SLAs) in SAP Service Cloud Version 2.
A custom field is a user-defined field that can be added to various objects, such as accounts, cases, products, or service levels. You can use custom fields to store additional information that is not available in the standard fields. You can also use custom fields as criteria for SLA determination, by creating rules based on the values of the custom fields. For example, you can create a custom field called "Customer Type" and assign different values to it, such as "VIP", "Regular", or "New". Then, you can create rules that assign different SLAs based on the customer type. This way, you can customize the SLAs according to your business needs and customer preferences. References = Configuring Service Levels, section Maintain Rules for SLA Determination; Creating Custom Fields, section Create Custom Fields.

質問 # 60
Which elements can be used to determine the reaction time in Service Level Agreements? Note:
There are 2 correct answers to this question.