[2024年05月03日]C_C4H56I_34試験ブレーン問題集で学習注釈と理論
合格させるSAP C_C4H56I_34テスト練習テスト問題試験問題集
SAP C_C4H56I_34 認定試験の出題範囲：
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質問 # 47
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. SLA
- B. Case routing
- C. Notifications
- D. Service categories
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 # 48
Which elements can be used to determine the reaction time in Service Level Agreements? Note:
There are 2 correct answers to this question.
- A. Case types
- B. Maintenance plan
- C. Sales contract
- D. Priority
正解：A、D
質問 # 49
Which of the following elements are mandatory to create a new product? Note: There are 2 correct answers to this question.
- A. Price
- B. Unit of measure
- C. Sales area data
- 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 # 50
Which attribute can you assign to a warranty?
- A. Dates
- B. Non-covered categories
- C. Duration
- D. Registered products
正解：C
質問 # 51
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. A filter option for the case summary
- C. Case responsibility determination
- D. To control validity of the service catalog
- E. Service level determination
正解：B、C、E
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 # 52
Which milestone can you use for service levels?
- A. Initial review date
- B. Warranty validity
- C. Status
- D. Created-on date
正解：A
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 # 53
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 case
- B. In the interaction log
- C. In Agent Desktop
- D. In the case worklist
正解：A、C
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 # 54
Which of the following are mandatory attributes when creating a case? Note: There are 2 correct answers to this question.
- A. Case type
- B. Status
- C. Installed base
- D. Subject
正解：B、D
解説：
When creating a case, you need to enter the mandatory attributes that are marked with an asterisk (*) in the user interface. These attributes are status and subject. Status indicates the current state of the case, such as new, in process, or completed. Subject is a brief description of the case that helps to identify and categorize it.
Installed base and case type are optional attributes that you can use to provide more information about the case, such as the customer's assets or the nature of the service request. References = Solution Guide for SAP Service Cloud Version 2, section "Cases"
質問 # 55
What steps must the administrator perform to give service agents access to knowledge base articles? Note: There are 2 correct answers to this question.
- A. Set up knowledge base articles in SAP Service Cloud Version 2.
- B. Obtain API token credentials from the knowledge base provider.
- C. Maintain the knowledge base provider settings in SAP Service Cloud Version 2.
- D. Configure the relevant integration flow.
正解：A、C
解説：
To give service agents access to knowledge base articles in SAP Service Cloud Version 2, administrators need to perform specific configurations within the system. This involves maintaining the settings for the knowledge base provider, which could be an internal solution or a third-party service integrated with SAP Service Cloud.
By properly configuring these settings, the system can connect to the knowledge repository and retrieve relevant articles. Additionally, setting up the knowledge base articles within SAP Service Cloud is essential.
This setup includes defining article structures, content, and access permissions to ensure that agents can efficiently find and utilize the information to assist customers, thereby enhancing the quality and speed of service
質問 # 56
Which objects can you assign when you create a user? Note: There are 2 correct answers to this question.
- A. User profile
- B. Business role
- C. Security policy
- D. Employee role
正解：B、D
解説：
When you create a user in SAP Service Cloud Version 2, you can assign two objects: a business role and an employee role. A business role defines the access rights and the user interface layout for a user. An employee role defines the organizational unit and the reporting line for a user. You cannot assign a security policy or a user profile when you create a user. A security policy defines the password rules and the login restrictions for a user. A user profile defines the personal settings and preferences for a user. These objects are either assigned automatically or configured by the user themselves. References = Creating Business Roles; Set Up Guide for SAP Service Cloud Version 2, page 9
質問 # 57
Which objects can you assign to an installed base? Note: There are 2 correct answers to this question.
- A. Maintenance plan
- B. Registered product
- C. Customer
- D. Warranty
正解：A、B
質問 # 58
Which attribute can you assign to a warranty?
- A. Non-covered categories
- B. Dates
- C. Duration
- D. Registered products
正解：B、C
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 # 59
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. Enable country/region
- B. Maintain exchange rate
- C. Select country theme
- D. Maintain organizational units
正解：A、D
質問 # 60
Which elements are used to calculate the due dates defined in Service Level Agreements? Note:There are 2 correct answers to this question.
- A. Service contract
- B. Maintenance plan
- C. Working calendar
- D. Operating hours
正解：C、D
質問 # 61
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. Enable country/region
- B. Maintain exchange rate
- C. Select country theme
- D. Maintain organizational units
正解：A、D
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 # 62
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. Individual customers
- B. Contacts
- C. Channel partners
- D. Groups
正解：A、B
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 # 63
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