リアルC-C4H56-2411試験PDFテストエンジン 練習テスト問題
SAP C-C4H56-2411リアル2025年最新のブレーン問題集で模擬試験問題集
質問 # 43
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 up Agent Desktop
- B. Maintain case types
- C. Set up deals
- D. Set scoping attributes
正解：A、B
質問 # 44
Which of the following objects can be replicated between SAP Service Cloud Version 2 and SAP S/4HANA? Note: There are 2 correct answers to this question.
- A. Registered products
- B. Maintenance plans
- C. Contacts
- D. Service contracts
正解：A、C
解説：
In SAP Service Cloud Version 2, integration with SAP S/4HANA supports the replication of specific objects to ensure seamless service processes. Contacts are replicated to synchronize customer contact information, enabling consistent communication across systems. Registered products are also replicated to manage customer assets and link them to service cases. According to SAP documentation, "Standard integration between SAP Service Cloud V2 and SAP S/4HANA includes replication of master data such as Contacts and Registered Products." Maintenance plans (A) and Service contracts (D) are managed in SAP S/4HANA but are not part of the standard out-of-the-box replication for SAP Service Cloud V2.
Reference:
SAP Help Portal: Integration with SAP S/4HANA in SAP Service Cloud V2
SAP Community: Master Data Replication for Service Cloud
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. Service Level Agreements are not configured in fine-tuning.
- B. The determination rules have been configured, but not activated.
- C. A workflow rule was not scheduled to trigger the determination.
- D. Service Level Agreements are not activated as a service.
正解：B、D
質問 # 46
How can you adapt the status schema of a case type? Note: There are 2 correct answers to this question.
- A. Add or remove statuses in the existing status schema.
- B. Change the existing status schema.
- C. The status schema cannot be adapted.
- D. Use code list restrictions.
正解：A、B
解説：
In SAP Service Cloud V2, the status schema of a case type can be adapted by changing the existing status schema to modify the sequence or behavior of statuses. Administrators can also add or remove statuses in the existing status schema to tailor the case lifecycle to business needs. According to SAP documentation, "The status schema of a case type can be adapted by modifying the existing schema or adding/removing statuses as required." The status schema cannot be adapted (A) is incorrect, as adaptations are supported. Code list restrictions (D) limit dropdown values, not status schema changes.
Reference:
SAP Help Portal: Case Type Configuration in SAP Service Cloud V2
SAP Learning: Status Schema Management
質問 # 47
Which of the following master data entities are included in the out-of-the-box package for integration between SAP Service Cloud Version 2 and SAP S/4HANA? Note: There are 2 correct answers to this question.
- A. Account Groups
- B. Equipment
- C. Contacts
- D. Maintenance Plan
正解：B、C
解説：
The out-of-the-box integration package between SAP Service Cloud V2 and SAP S/4HANA includes master data entities such as Contacts and Equipment. Contacts are synchronized to manage customer relationships, while Equipment is integrated to support asset and service management processes. According to SAP documentation, "Standard integration includes master data like Contacts and Equipment to enable seamless service processes between SAP Service Cloud V2 and SAP S/4HANA." Account Groups (C) are not part of the standard master data integration. Maintenance Plan (D) is specific to SAP S/4HANA Asset Management and not included in the out-of-the-box integration for Service Cloud V2.
Reference:
SAP Help Portal: Integration with SAP S/4HANA in SAP Service Cloud V2
SAP Community: Master Data Integration for Service Cloud
質問 # 48
You are setting up an organizational structure for a new implementation. Which of the following is possible while performing this task?
- A. Use the Reporting Line function for selection.
- B. Make sure an organizational node can only be set up with a replication process from the back end.
- C. Make sure that each organizational unit can have only one function at a time.
- D. Assign an employee to several organizational units.
正解：D
質問 # 49
What steps are required to determine the GOLD service level? Note: There are 2 correct answers to this question.
- A. Create and activate a new service level called 'GOLD' in the Case Designer.
- B. Create and activate a service level determination rule where the condition is: WHEN Priority == 'Immediate' THEN Service Level is GOLD
- C. Create and activate a new service level called 'GOLD' for escalated cases.
- D. Create and activate a service level determination rule where the condition is: WHEN Escalation Status == 'ESCALATED' THEN Service Level is GOLD
正解：A、B
解説：
To determine the GOLD service level in SAP Service Cloud V2, administrators must create and activate a new service level called 'GOLD' in the Case Designer to define the SLA parameters. Additionally, a service level determination rule must be created and activated with the condition WHEN Priority == 'Immediate' THEN Service Level is GOLD to assign the GOLD service level based on case priority. According to SAP documentation, "Creating and activating a service level in the Case Designer and defining determination rules with conditions like Priority are required to apply the GOLD service level." Creating a service level for escalated cases (C) is too specific and not a standard step. A rule based on Escalation Status (D) is possible but not the primary condition described for GOLD service level determination.
Reference:
SAP Help Portal: Service Level Configuration in SAP Service Cloud V2
SAP Community: SLA Determination Rules
質問 # 50
What are the effects of using the depersonalization settings on employee data?
- A. Employee data is stored securely.
- B. Personal data gets archived.
- C. Personal data gets replaced with XXXX.
- D. Employee data gets hidden.
正解：C
質問 # 51
Which user types are available within SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Administration
- B. Development
- C. Business
- D. Technical
正解：C、D
質問 # 52
What is the only way to change an active case type?
- A. Execute the Create New Version action.
- B. It is not possible to change an existing case type.
- C. Edit the name of the existing case type.
- D. Copy an existing case type.
正解：D
質問 # 53
Which types of master data can be used in case routing? Note: There are 2 correct answers to this question.
- A. Account hierarchy
- B. Contact
- C. Responsible employee
- D. Service Team
正解：C、D
解説：
In SAP Service Cloud V2, case routing can utilize master data such as Responsible employee to assign cases to specific individuals based on conditions like expertise or availability. Service Team is also used to route cases to predefined teams. According to SAP documentation, "Case routing rules can leverage master data like Responsible Employee and Service Team to determine case assignments." Contact (B) is a case attribute but not typically used for routing. Account hierarchy (C) is used for account management, not routing.
Reference:
SAP Help Portal: Case Routing Configuration in SAP Service Cloud V2
SAP Learning: Master Data in Case Routing
質問 # 54
Which of the following parameters can be maintained by the administrator when configuring a new e-mail channel? Note: There are 3 correct answers to this question.
- A. Mashup service
- B. Default account
- C. Channel e-mail ID
- D. Case type
- E. Channel type
正解：B、D、E
質問 # 55
Which services can be added to a business role? Note: There are 2 correct answers to this question.
- A. Maintenance plan
- B. Warranty
- C. Measurements
- D. Installed base
正解：B、D
質問 # 56
Which tool can you use to rename the cases facet?
- A. Page layout
- B. Language adaptation tool
- C. Workflow with action type field update
- D. Adaptation tool
正解：B
質問 # 57
When using autoflow rules, which of the following do you need to consider? Note: There are 3 correct answers to this question.
- A. Conditions can be based on standard fields.
- B. Optimization from the back end is done automatically when too many autoflow rules exist.
- C. Autoflow rules must be assigned to the business role.
- D. Too many rules affect system performance.
- E. Conditions can be based on extension fields.
正解：A、D、E
解説：
When using autoflow rules in SAP Service Cloud V2, administrators must consider that conditions can be based on standard fields (e.g., case type, priority) to trigger automated actions. Too many rules can affect system performance, as excessive rules increase processing time. Additionally, conditions can be based on extension fields, allowing customization to meet specific business needs. According to SAP documentation, "Autoflow rules support conditions based on standard and extension fields, but administrators should monitor rule volume to avoid performance issues." Optimization from the back end (C) is not automatic for autoflow rules. Assigning autoflow rules to business roles (E) is not required, as rules are system-wide.
Reference:
SAP Help Portal: Autoflow Configuration in SAP Service Cloud V2
SAP Community: Best Practices for Autoflow Rules
質問 # 58
Which features can you activate with Microsoft Teams integration?
- A. Send an email and link it to the case
- B. Users can collaborate in shared workspaces
- C. Start a phone call with CTI
- D. Create and share knowledge articles
正解：B
解説：
Microsoft Teams integration in SAP Service Cloud V2 enables users to collaborate in shared workspaces, allowing agents to share case details, discuss issues, and coordinate within Teams channels. According to SAP documentation, "Microsoft Teams integration supports collaboration in shared workspaces to enhance team communication." Starting a phone call with CTI (A) is a separate CTI feature, not Teams-specific. Creating and sharing knowledge articles (B) is part of knowledge base functionality, not Teams. Sending an email and linking it to a case (C) is a standard Service Cloud feature, not tied to Teams.
Reference:
SAP Help Portal: Microsoft Teams Integration in SAP Service Cloud V2
SAP Learning: Collaboration with Microsoft Teams
質問 # 59
Which 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. Business role
- B. E-mail
- C. Organization
- D. Employee
正解：A、D
質問 # 60
Which of the following are required to grant business user access? Note: There are 2 correct answers to this question.
- A. User ID
- B. Access restriction
- C. Assignment to an organizational unit
- D. Employee
正解：A、D
質問 # 61
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、D
質問 # 62
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. Registered products
- B. Maintenance plan
- C. Service orders
- D. Cases
正解：A、D
質問 # 63
What are some SAP-recommended guiding principles to achieve clean core operations? Note: There are 3 correct answers to this question.
- A. Establish regular housekeeping tasks and procedures.
- B. Establish an organizational structure, technical foundation, and transformation methodology for clean core.
- C. Integrate clean core practices in the end-to-end value process chain.
- D. Establish release management.
- E. Define roles and responsibilities as part of a process transformation office.
正解：B、C、D
解説：
SAP's clean core strategy focuses on minimizing customizations and ensuring system extensibility. The recommended guiding principles include integrating clean core practices in the end-to-end value process chain to align processes with standard functionality, establishing an organizational structure, technical foundation, and transformation methodology to support clean core, and establishing release management to manage updates without disrupting the core. According to SAP documentation, "Clean core operations involve integrating practices across processes, establishing a robust organizational and technical foundation, and implementing release management." Defining roles in a process transformation office (B) is not a standard clean core principle. Regular housekeeping tasks (E) are operational but not core to the clean core strategy.
Reference:
SAP Help Portal: Clean Core Strategy for SAP Cloud Solutions
SAP Community: Clean Core Principles
質問 # 64
What are the prerequisites for integrating external systems into the Agent Desktop? Note: There are 2 correct answers to this question.
- A. SAP Cloud Integration
- B. SAP Build Apps
- C. SAP Event Mesh
- D. SAP Business AI
正解：A、C
解説：
To integrate external systems into the Agent Desktop in SAP Service Cloud V2, SAP Cloud Integration (part of SAP BTP) is required to facilitate data exchange and API connectivity between systems. Additionally, SAP Event Mesh is used for event-driven integrations, enabling real-time updates from external systems. According to SAP documentation, "SAP Cloud Integration and SAP Event Mesh are prerequisites for integrating external systems into the Agent Desktop to ensure seamless connectivity." SAP Build Apps (A) is for app development, not system integration. SAP Business AI (D) enhances functionality but is not a prerequisite for integration.
Reference:
SAP Help Portal: External System Integration in SAP Service Cloud V2
SAP Community: Integration with SAP BTP
質問 # 65
Which actions are prerequisites to utilize registered products? Note: There are 2 correct answers to this question.
- A. Activate the service in the business role
- B. Create numeric ranges for customers
- C. Create customer records
- D. Create an installed base
正解：A、D
質問 # 66
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