C_C4H56I_34

SAP Service Cloud Version 2

 Question: 1
Which of the following objects can be replicated from SAP Service Cloud Version 2 to SAP
S/4HANA? (2 correct)

1.) Registered products

2.) Contacts
3.) Products
4.) Service contracts

2 and 4

Question: 2

You want to assign employees to multiple organizational units. Which action needs to be
performed to achieve this?

1.) Assign employees directly to different organizational objects.

2.) Enable the Primary flag in the organization unit.
3.) Acquire an additional license for the required add-on.
4.) Assign the employee at company level.

Question: 3
Which actions are prerequisites to utilize registered products? (2 correct)

1.) Activate the service in the business role

2.) Create customer records
3.) Create numeric ranges for customers
4.) Create an installed base
1 and 2

Question: 4

You are an administrator and want different user groups to have different fields access in
the UI in SAP Service Cloud Version 2. Which functionalities would you use to enable this?
(2 correct)
1.) Auto flow
2.) Language adaptation
3.) Page layout
4.) Adaptation

3 and 4

Question: 5
What is the only way to change an active case type? (2 correct)

1.) Copy an existing case type.

2.) Edit the name of the existing case type.
3.) It is not possible to change an existing case type.
4.) Execute the Create New Version action.

1 and 4

Question: 6
For which objects can you utilize categories in service catalogs? (2 correct)

1.) Cases
2.) Phone calls
3.) Registered products
4.) Tasks

1 and 3

Question: 7

Which of the following objects can be displayed in the Timeline tabstrip in the Customer
Hub? (2 correct)

1.) Cases
2.) Installed base
3.) Contracts
4.) Calls
1 and 4
 Question: 8
Which of the following apply when accessing a new SAP Service Cloud Version 2 tenant?
(2 correct)

1.) The administrator must create an initial user in order to log in to the tenant for the
first time.
2.) Any test tenant needs to be purchased separately.
3.) The customer will need to provision new tenants through SAP for Me.
4.) The business settings will need to be activated for the tenant.

2 and 3

Question: 9

Which capability ensures service agents send e-mail responses with the correct corporate
branding?

1.) Workflow rules

2.) Autoflow
3.) Determination rules
4.) E-mail templates
4

Question: 10
Which of the following features are available in the adaptation tool? (2 correct)

1.) Create a new URL mashup

2.) Add a new button
3.) Change the field label
4.) Add a new field

2 and 4

Question: 11

Which of the following account types can be used in SAP Service Cloud Version 2? (2
correct)
1.) Contacts
2.) Channel partners
3.) Groups
4.) Individual customers

1 and 4

Question: 12
Which of the following are mandatory attributes when creating a case? (2 correct)

1.) Installed base

2.) Status
3.) Subject
4.) Case type
3 and 4

Question: 13

Which action should an administrator take to get a system bug fixed within SAP Service
Cloud Version 2?

1.) Implement the provided hotfix number

2.) Create an incident
3.) Send an e-mail to SAP Cloud Support
4.) Report an issue via case
2

Question: 14
When using auto flow rules, which of the following do you need to consider? (3 correct)

1.) Conditions can be based on standard fields.

2.) Optimization from the back end is done automatically when too many auto flow rules
exist.
3.) Too many rules affect system performance.
4.) Conditions can be based on extension fields.
5.) Auto flow rules must be assigned to the business role.

1, 3 and 4
 Question: 15
Which types of master data can be used in case routing? (2 correct)

1.) Responsible employee

2.) Team
3.) Contact
4.) Account hierarchy

1 and 2

Question: 16

You want to assign a value to a specific field based on another field value calculation.
Which of the following can you create to enable the field calculation?

1.) A page layout

2.) A determination
3.) A workflow
4.) An autoflow
2

Question: 17

What steps must an administrator perform to enable the phone channel in Agent Desktop?
(2 correct)

1.) Obtain API token credentials from the CTI provider.

2.) Add a mashup service in Agent Desktop.
3.) Add the phone channel to the live interaction widget.
4.) Integrate with a third-party Computer Telephony Integrator (CTI) provider.

3 and 4

Question: 18
Which of the following elements are mandatory to create a new product? (2 correct)

1.) Sales area data

2.) Price
3.) Product group
4.) Unit of measure
 3 and 4

Question: 19
Which of the following actions can be configured for autoflow? (3 correct)

1.) Send info notifications

2.) Send e-mails
3.) Send object update
4.) Send event notifications
5.) Send event e-mail template

1,2 and 4

Question: 20
Which attribute can you assign to a warranty?

1.) Dates
2.) Duration
3.) Non-covered categories
4.) Registered products

Question: 21

Where can the administrator configure which event types must be visible in the timeline
of the Customer Hub screen?

1.) In the timeline configuration

2.) In the general configuration of Agent Desktop
3.) In the Customer Hub screen configuration
4.) The event types are enabled by default and cannot be changed.

Question: 22
How can end users access the Customer Hub screen in Agent Desktop? (2 correct)
1.) Manually by performing a customer identification via Agent Desktop
2.) Manually by navigating into the Customer Hub app from the menu
3.) Automatically when an incoming phone call from a known customer is accepted
4.) Automatically when there is an incoming phone call

1 and 3

Question: 23
What functionality can be enabled to assist agents with case resolution? (2 correct)

1.) Create and assign surveys to the case.

2.) Integrate a knowledge base.
3.) Configure templates for responses.
4.) Integrate Microsoft Teams.

2 and 3

Question: 24
Which objects can you assign when you create a user? (2 correct)

1.) Business role

2.) Security policy
3.) User profile
4.) Employee role

1 and 2

Question: 25

Service agents working on a specific case type in SAP Service Cloud Version 2 need to
access and perform defined actions in an external solution. What steps must an
administrator perform to make this possible? (3 correct)

1.) Develop a custom business object.

2.) Include a dedicated step pointing to the mashup in one of the phases of the case type.
3.) Create a mashup to embed the web page of the external solution.
4.) Define a custom screen for the mashup.
5.) Use the web page URL of the external solution for extracting input parameters in the
mashup.

2, 3 and 5
 Question: 26
Which of the following actions can a service agent perform in the Customer Hub in Agent
Desktop? (3 correct)

1.) Edit customer details

2.) Create a new e-mail message or a new case from the What Would You like to do? area
3.) Launch a customer survey
4.) View customer details
5.) Access interactions and notes in the timeline tab

2, 4 and 5

Question: 27

What actions do you need to perform to create an incident for SAP Service Cloud Version
2? (2 correct)

1.) Create incident through Settings > Incident

2.) Log incident through SAP for Me
3.) Log incident with SAP Service Cloud user ID
4.) Activate Built-In Support

2 and 4

Question: 28

You have created and activated a new case type, but you forgot to assign a service catalog
to it. How can you assign a service catalog to your new case type?

1.) Deactivate the Case Type, assign the Service Catalog, save, and activate it again.
2.) Delete the Case Type and create a new Case Type with the required Service
Catalog assigned to it.
3.) It is not possible to change an existing Case Type, so deactivate it and create a new
one.
4.) Execute the Create New Version action from the existing Case Type, then enter the
Service Catalog and activate the new version.
4

Question: 29
What can you do with Microsoft Teams integration? (3 correct)

1.) Share
workspaces.
2.) Hand over cases.
3.) Create appointments.
4.) Send e-mails to customers.
5.) Make outbound calls.
1, 3 and 5

Question: 30

Which of the following parameters can be maintained by the administrator when

configuring a new e-mail channel? (3 correct)

1.) Channel type

2.) Mashup service
3.) Channel e-mail ID
4.) Case type
5.) Default account

3, 4 and 5

Question: 31
Where can you find existing cases in SAP Service Cloud Version 2? (2 correct)

1.) In the My Cases Summary card available in the home page

2.) In the cases settings view
3.) In the product page
4.) In the case worklist by choosing the Case app from the menu

1 and 4

Question: 32
How can you trigger an event notification based on a specific condition?

1.) Configure event management

2.) Implement SDK logic
3.) Configure integration setting
4.) Configure autoflow
4

Question: 33
Which of the following objects can be displayed in the Entities facet of the Customer Hub
screen? (2 correct)

1.) Maintenance plan

2.) Service orders
3.) Cases
4.) Registered products
3 and 4

Question: 34
Which access restriction types are available in SAP Service Cloud Version 2? (3 correct)

1.) Unrestricted
2.) Define specific restriction
3.) Full access
4.) Restricted
5.) No access

1, 4 and 5

Question: 35
What can you do with Agent Desktop in SAP Service Cloud Version 2? (2 correct)

1.) Create installed bases.

2.) Create accounts and contacts.
3.) Use a mashup to execute transactions in other SAP solutions.
4.) Assign products to existing accounts.

2 and 3

Question: 36

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? (2 correct)
1.) In the case
2.) In Agent Desktop
3.) In the case worklist
4.) In the interaction log

1 and 3

Question: 37

What functionality can you use to grant user access to an SAP S/4HANA transaction in
SAP Service Cloud Version 2 as an administrator? (2 correct)

1.) Business flow

2.) Custom entity
3.) Mashup
4.) Configure the relevant action

3 and 4

Question: 38
What is one of the main uses for warranty management in SAP Service Cloud Version 2?

1.) The system can be set up so that certain service levels are not covered.
2.) The warranty is assigned to a contract.
3.) The warranty is assigned to a registered product.
4.) Routing rules can be applied to warranties.
3

Question: 39

What steps must the administrator perform to give service agents access to knowledge
base articles? (2 correct)

1.) Configure the relevant integration flow.

2.) Obtain API token credentials from the knowledge base provider.
3.) Maintain the knowledge base provider settings in SAP Service Cloud Version 2.
4.) Set up knowledge base articles in SAP Service Cloud Version 2.
2 and 3
 Question: 40
To which objects can you assign employees in SAP Service Cloud Version 2? (2 correct)

1.) Accounts
2.) Response templates
3.) Service levels
4.) Registered products

1 and 4

Question: 41

Which objects are determined when you are using case routing in SAP Service Cloud
Version 2? (2 correct)

1.) Service category

2.) Employee
3.) Account
4.) Service team
2 and 4

Question: 42

Which of the following steps are required to set up SAP Service Cloud Version 2? (2
correct)

1.) Assign employee to organizational units

2.) Create business role
3.) Log in with initial user
4.) Create organizational structure

2 and 3

Question: 43
Which of the following objects can you assign to an installed base at item level? (2 correct)

1.) Maintenance plan

2.) Product
3.) Registered product
4.) Warranty
 2 and 3

Question: 44

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

1.) Product
2.) Account hierarchy
3.) Employee
4.) Account
4

Question: 45

Which of the following services can be activated in SAP Service Cloud Version 2? (2
correct)

1.) Live activity configuration

2.) Agent Desktop
3.) Initial user
4.) Templates
2 and 4

Question: 46
How can you adapt the status schema of a case type? (2 correct)

1.) Add or remove statuses in the existing status schema.

2.) Create a new version of a status schema.
3.) Copy an existing status schema.
4.) Change the existing status schema.

2 and 3

Question: 47

What are the prerequisites for integrating external systems into Agent Desktop? (2
correct)
1.) SAP Event Mesh
2.) Machine learning
3.) SAP Build Apps
4.) SAP Cloud Integration

1 and 4

Question: 48

You are setting up an organizational structure for a new implementation. Which of the
following is possible while performing this task?

1.) Make sure that each organizational unit can have only one function at a time.
2.) Assign an employee to several organizational units.
3.) Use the Reporting Line function for selection.
4.) Make sure an organizational node can only be set up with a replication process from
the back end.

Question: 49

Which of the following configuration activities are part of SAP Service Cloud Version 2? (3
correct)

1.) Maintain case types

2.) Set scoping attributes
3.) Set up deals
4.) Set up Agent Desktop
1,2,4

Question: 50
Which services can be added to a business role? (2 correct)

1.) Maintenance plan

2.) Installed base
3.) Warranty
4.) Measurements
2 and 3
 Question: 51
You are rolling out SAP Service Cloud Version 2 to multiple countries. Which of the
following must be completed for each different country? (2 correct)

1.) Enable country/region

2.) Maintain exchange rate
3.) Maintain organizational units
4.) Select country theme
1 and 3

Question: 52

Which of the following describe how access restrictions are governed in SAP Service
Cloud Version 2?

1.) If the access rights are contradictory, the system automatically grants no access.
2.) You can decide if access rights override any restrictions you have defined.
3.) Unrestricted access rights override any restrictions you have defined.
4.) Restricted access rights override any unrestricted access you have defined.
3

Question: 53
Which of the following are required to grant business user access? (2 correct)

1.) User ID
2.) Access restriction
3.) Employee
4.) Assignment to an organizational unit

1 and 3

Question: 54

You are configuring SAP Service Cloud Version 2 to automatically assign employees to a
case. Which feature can help with this?
1.) Escalation
2.) Routing
3.) Prioritization settings
4.) Process for cases

Question: 55

Which of the following are mandatory to maintain when you want to create a new business
user? (2 correct)

1.) Employee
2.) Business role
3.) Organization
4.) E-mail
1 and 2

Question: 56
Which milestone can you use for service levels?

1.) Warranty validity

2.) Created-on date
3.) Status
4.) Initial review date

Question: 57
Which field can be used to determine Service Level Agreements?

1.) Account role

2.) Custom field
3.) Reading value of a registered product
4.) Event in case

2
 Question: 58
Which element can be used to restrict access to views?

1.) Field extensions

2.) Code list restrictions
3.) Business roles
4.) Service levels
3

Question: 59
Which tool can you use to rename the cases facet?

1.) Adaptation tool

2.) Workflow with action type field update
3.) Language adaptation tool
4.) Page layout

Question: 60
You cannot access cases in SAP Service Cloud Version 2. What could be the reason?

1.) Access to the Case app is NOT enabled for the business user.
2.) Access rights are directly assigned to the business user.
3.) The employee is not assigned to the correct business role.
4.) Access rights for cases are limited to read access.

Question: 61
Which actions could you take to control the reaction times of a case? (3 correct)

1.) Change the priority.

2.) Assign a territory to the case.
3.) Assign a different team to the case.
4.) Adjust the SLA.
5.) Escalate the case.
1, 3 and 5
 Question: 62
Which configuration can you use to trigger a warning message based on custom logic?

1.) Create an autoflow

2.) Create a
determination 3.) Create
a validation
4.) Create a page layout

Question: 63

What options are available to automatically assign an employee or team to a case? (2

correct)

1.) Define case types and assign responsible teams and employees.
2.) Set up rule(s) for case routing to employees.
3.) Set up rule(s) for case routing to teams.
4.) Set up rules with BRF+.

2 and 3

Question: 64

Which elements are used to calculate the due dates defined in Service Level Agreements?
(2 correct)

1.) Service contract

2.) Working calendar
3.) Maintenance plan
4.) Operating hours

2 and 4

Question: 65
Which user types are available within SAP Service Cloud Version 2? (2 correct)
1.) Business
2.) Administration
3.) Technical
4.) Development

1 and 3

Question: 66
Which objects are needed to create a registered product? (2 correct)

1.) Installed base

2.) Product
3.) Customer
4.) Contract

2 and 3

Question: 67
Which configuration steps are mandatory to link customer e-mails with cases? (2 correct)

1.) Set up a rule to route the e-mail to the tenant's technical e-mail address.
2.) Maintain and activate at least one e-mail channel.
3.) Assign the team responsible for handling cases.
4.) Create a case routing rule.
1 and 2

Question: 68
Which actions are necessary to use installed bases in cases? (2 correct)

1.) A customer needs to be assigned to the installed base.

2.) The installed base must be set to active status.
3.) At least one registered product must be assigned to the installed base.
4.) An active service contract must be added to the installed base.

1 and 2

Question: 69
Which objects can you assign to an installed base? (2 correct)

1.) Warranty
2.) Maintenance plan
3.) Customer
4.) Registered product

3 and 4

Question: 70

Which categories can you use when creating a service catalog in SAP Service Cloud
Version 2? (2 correct)

1.) Category
2.) Cause category
3.) Incident category
4.) Subcategory

1 and 4

Question: 71
Which options can be used to control the access rights of a user? (2 correct)

1.) Remove personal data from the business user

2.) Assign employee to organizational unit
3.) Assign restriction rules
4.) Create territory hierarchy levels

2 and 3

Question: 72
Which of the following standard charts are available in the All Cases worklist? (3 correct)

1.) Cases by Source/Channel

2.) Cases by Priority
3.) Cases by Category
4.) Cases by SLA
5.) Cases by Service Team

1, 2 and 3
 Question: 73
Which of the following actions can a Service Agent execute from the case "More Action"
button? (3 correct)

1.) Delete
2.) Summary
3.) Mark as unread
4.) Handover
5.) Escalate
2, 3 and 5

Question: 74

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? (2 correct)

1.) Service Level Agreements are not activated as a service.

2.) Service Level Agreements are not configured in fine-tuning.
3.) The determination rules have been configured, but not activated.
4.) A workflow rule was not scheduled to trigger the determination.
1 and 3

Question: 75
What can the categories in the service catalog be used for? (3 correct)

1.) To control validity of the service catalog

2.) Service level determination
3.) A filter option for the case summary
4.) Business role assignment
5.) Case responsibility determination

2, 3 and 5

Question: 76
How can service agents create cases? (2 correct)
1.) In Agent Desktop, click the Create button (+) and select Case.
2.) In the Account General facet, Create button (+) and select Case.
3.) In the Related Service Object facet of registered products, Create button (+) and select
Case.
4.) In the case worklist, Create button (+) and select Case.

1 and 4

Question: 77
What information can be maintained in the Related Objects facet of a case? (3 correct)

1.) Registered products

2.) Installed bases
3.) Installation points
4.) Registered products and installed bases related to the account only
5.) Products
1, 2 and 3

Question: 78
Which of the following blocks are available in the validation editor? (2 correct)

1.) Workflow
2.) Message
3.) Action
4.) Condition

3 and 4

Question: 79

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?

1.) Notifications
2.) Case routing
3.) SLA
4.) Service categories

2
 Question: 80
Which elements can be used to determine the reaction time in Service Level Agreements?
(2 correct)

1.) Priority
2.) Sales contract
3.) Case types
4.) Maintenance plan

1 and 3