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SAP C-C4H56I-34 認定試験の出題範囲：
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質問 # 43
How can you trigger an event notification based on a specific condition?
- A. Configure integration setting
- B. Configure autoflow
- C. Implement SDK logic
- D. Configure event management
正解：C
解説：
Triggering an event notification based on a specific condition in SAP Service Cloud Version 2 typically involves implementing custom logic through the Software Development Kit (SDK). This approach allows for the creation of tailored functionalities that can respond to very specific conditions or criteria within the system.
By utilizing the SDK, developers can write scripts or programs that monitor certain conditions or events within the Service Cloud environment and trigger notifications accordingly. This method provides a flexibleand powerful means to extend the standard capabilities of SAP Service Cloud to meet unique business requirements
質問 # 44
Which of the following are required to grant business user access? Note: There are 2 correct answers to this question.
- A. Assignment to an organizational unit
- B. Access restriction
- C. Employee
- D. User ID
正解：C、D
質問 # 45
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、C
解説：
In SAP Service Cloud Version 2, "Installed Base" and "Measurements" are two of the services that can be added to a business role. The Installed Base service allows for the management and tracking of a customer's installed products or equipment, enabling service agents to have a comprehensive view of the customer's assets for better service and support. The Measurements service, on the other hand, enables the tracking and recording of various metrics or performance indicators related to the installed base or service processes. This service is crucial for monitoring performance, ensuring quality, and making informed decisions based on empirical data.
質問 # 46
What is one of the main uses for warranty management in SAP Service Cloud Version 2?
- A. The system can be set up so that certain service levels are not covered.
- B. The warranty is assigned to a contract.
- C. Routing rules can be applied to warranties.
- D. The warranty is assigned to a registered product.
正解：D
質問 # 47
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. Maintain the knowledge base provider settings in SAP Service Cloud Version 2.
- C. Configure the relevant integration flow.
- D. Obtain API token credentials from the knowledge base provider.
正解：A、B
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 # 48
You want to assign a value to a specific field based on another field value calculation. Which of the Can you create the following to enable the field calculation?
- A. A determination
- B. An autoflow
- C. A workflow
- D. A page layout
正解：A
質問 # 49
Which milestone can you use for service levels?
- A. Warranty validity
- B. Initial review date
- C. Created-on date
- D. Status
正解：B
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 # 50
Which of the following services can be activated in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Live activity configuration
- B. Templates
- C. Initial user
- D. Agent Desktop
正解：B、D
質問 # 51
What actions do you need to perform to create an incident for SAP Service Cloud Version 2? Note:
There are 2 correct answers to this question.
- A. Activate Built-In Support
- B. Log incident through SAP for Me
- C. Create incident through Settings > Incident
- D. Log incident with SAP Service Cloud user ID
正解：A、B
解説：
Creating an incident in SAP Service Cloud Version 2 involves utilizing the built-in support framework provided by SAP. This framework is designed to streamline the process of reporting and managing issues directly within the SAP ecosystem. Logging an incident through the SAP for Me portal is a critical step in this process, as it serves as a centralized platform for customers to access various SAP services, including support and incident management. Additionally, activating the Built-In Support feature within the SAP Service Cloud environment enables users to directly report issues from within the application, ensuring that incidents are captured accurately and routed to the appropriate support channels for resolution
質問 # 52
What information can be maintained in the Related Objects facet of a case? Note: There are 3 correct answers to this question.
- A. Registered products
- B. Installed bases
- C. Products
- D. Installation points
- E. Registered products and installed bases related to the account only
正解：A、B、D
質問 # 53
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 rules with BRF+.
- D. Set up rule(s) for case routing to teams.
正解：A、D
質問 # 54
Which field can be used to determine Service Level Agreements?
- A. Reading value of a registered product
- B. Event in case
- C. Account role
- 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 # 55
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 deals
- B. Maintain case types
- C. Set up Agent Desktop
- D. Set scoping attributes
正解：B、D
質問 # 56
You cannot access cases in SAP Service Cloud Version 2. What could be the reason?
- A. Access to the Case app is NOT enabled for the business user.
- B. The employee is not assigned to the correct business role.
- C. Access rights are directly assigned to the business user.
- D. Access rights for cases are limited to read access.
正解：B
質問 # 57
Which elements can be used to determine the reaction time in Service Level Agreements? Note:
There are 2 correct answers to this question.
- A. Maintenance plan
- B. Priority
- C. Sales contract
- D. Case types
正解：B、D
解説：
In determining the reaction time for Service Level Agreements (SLAs) within SAP Service Cloud Version 2,
"Priority" and "Case types" are key elements. The priority assigned to a case can directly influence the reaction time, with higher priority cases typically requiring faster response times. Case types also play a crucial role, as different types of cases may have varying levels of urgency and complexity, which can affect the expected reaction time. These elements help in setting appropriate response expectations and ensuring that cases are handled according to their significance and requirements.
質問 # 58
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. A workflow rule was not scheduled to trigger the determination.
- C. The determination rules have been configured but not activated.
- D. Service Level Agreements are not activated as a service.
正解：A、D
質問 # 59
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?
- A. Deactivate the Case Type, assign the Service Catalog, save, and activate it again.
- B. Execute the Create New Version action from the existing Case Type, then enter the Service Catalog and activate the new version.
- C. Delete the Case Type and create a new Case Type with the required Service Catalog assigned to it.
- D. It is not possible to change an existing Case Type, so deactivate it and create a new one.
正解：B
質問 # 60
How can end users access the Customer Hub screen in Agent Desktop? Note: There are 2 correct answers to this question.
- A. Manually by navigating into the Customer Hub app from the menu
- B. Automatically when an incoming phone call from a known customer is accepted
- C. Automatically when there is an incoming phone call
- D. Manually by performing a customer identification via Agent Desktop
正解：B、D
解説：
End users can access the Customer Hub screen in Agent Desktop in two ways: manually by performing a customer identification via Agent Desktop, or automatically when an incoming phone call from a known customer is accepted. The Customer Hub screen provides a comprehensive view of the customer's profile, interactions, cases, and registered products. It also allows end users to create new cases, tasks, or activities for the customer. To access the Customer Hub screen manually, end users need to enter the customer's phone number, email, or name in the search field and select the customer from the search results. To access the Customer Hub screen automatically, end users need to enable the automatic customer identification feature in the Agent Desktop settings. This feature will display the Customer Hub screen for the incoming phone call if the caller's phone number matches a customer record in the system. References = Solution Guide for SAP Service Cloud Version 2, section "Agent Desktop" and "Customer Hub"
質問 # 61
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. Contacts
- B. Individual customers
- 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 # 62
Which objects can you assign when you create a user? Note: There are 2 correct answers to this question.
- A. Employee role
- B. Security policy
- C. Business role
- D. User profile
正解：A、C
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 # 63
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更新された公式認定はC-C4H56I-34認証済みのC-C4H56I-34問題集でPDF：https://www.passtest.jp/SAP/C-C4H56I-34-shiken.html
2024年最新の実際に出るC-C4H56I-34問題集テストエンジン試験問題はここにある：https://drive.google.com/open?id=19o0heyqxkNcFQ2QGROG4f4urwWu3sAmm