C - C4H56I - 34 - SAP Service Cloud Version 2 - Implementation Consultant - Full - ERPPrep-Attempt 3

10/10/2024, 11:05 C_C4H56I_34: SAP Service Cloud Version 2 - Implementation Consultant - Full | ERPPrep
C_C4H56I_34: SAP Service Cloud Version 2 -

Implementation Consultant - Full
You got 41 of 80 possible points.

Your score was: 51 %
Question Results
Question: Score 0 of 1
(skipped)
You need to apply complex changes to an SAP Hybris Cloud for
customer system after go live, which option does SAP recommend to implement
these changes?
There are 2 correct answers to this question.
Response:
Merge Projects
Combine Projects
Change projects
Convert projects
Which of the following are data migration master data templates?

Response:
Campaigns
Personal addresses and contacts
Business configuration
Discount lists
https://www.erpprep.com/user/quiz/4628717/userresults 1/32
Account hierarchies
(skipped)
Which of these objects are NOT associated with SAP Jam groups?
Please choose the correct answer.
Response:
Sales orders
Products
Opportunities
Tickets
(skipped)
How can you create a service ticket for an installed base?
Response:
Go to Tickets to save and open a ticket and enter the installed base in the header.
Go to the Installed Base and create a ticket from the tickets facet.
Go to New Ticket and enter the installed base directly in the Quick Create UI.
Go to the overview facet of the installed base and create a new ticket.
Go to the hierarchy table of the installed base and create a new ticket.
Who can approve time reports so they can be released to CATS?

Response:
End customer
Reporting line manager
Territory owner
Nominated delegate
(skipped)
You set up an e-mail channel to process incoming tickets and create
new customers for unknown senders. Which action should you take if you would
rather route unknown senders to a common inbox (Unassociated E-mails)?
Response:
Switch from channel type B2C to B2B.
Switch from channel direction outbound to inbound.
Switch from channel type B2B to B2C.
Switch from channel direction inbound to outbound.
What can you create using a workflow?

Response:
Phone call
Appointment
Activity list
Task
(skipped)
Which of the following objects are used as cost collectors when you
release work tickets from SAP Cloud for Customer to SAP ERP?
Response:
Debit memo request
Contract
Sales order
Internal order
Which of the following actions can you perform using the administrator
adaptation function?
Response:
Enter default extension field values based on business logic.
Validate values for an extension field based on another field.
Create a code list resctriction for standard and extension fields.
Create an extension field and define its properties.
What must be provided to create a customer in the system in SAP Service Cloud
Version 2?
Response:
Business role
Business user
Administration services
Technical user
Which elements are used to calculate the due dates in Service Level Agreements
(SLAs)?
Response:
Working calendar
Service contract
Maintenance plan
Operating hours
Which item types can you use in installed bases?

Response:
Warranty
Text
Registered product
Object
Product
Because some activities can be carried out in multiple views, which of the
following is correct regarding access rights?
Response:
Unrestricted access rights override any restrictions you have defined
If an activity is contained in multiple views and the access rights are contradictory,
the system automatically grants no access
Restricted access rights override any unrestricted access you have defined
You can decide, per view, if the access rights should override any restrictions you
have defined or not
Scenario: Your organization needs to ensure that all service objects, including
registered products and warranties, are accurately set up in SAP Service Cloud.
What steps should be taken?
Response:
Set up product categories
Define registered products
Implement case templates
Configure warranty templates
Establish installed base
Which elements are necessary for configuring service categories in SAP Service
Cloud?
Response:
Establish case templates
Set up category codes
Configure category dependencies
Define category hierarchies
Scenario: A company needs to manage employee data within SAP Service Cloud.
What steps should be taken to ensure employees are correctly set up and their
roles defined?
Response:
Assign business partner roles.
Define employee hierarchies.
Create employee records.
Set up employee groups.
Configure employee permissions.
(skipped)
Scenario: A service manager wants to ensure that all high-priority
cases are addressed within 4 hours. What steps should be taken in SAP Service
Cloud to achieve this goal?
Response:
Define SLA for high-priority cases
Configure case priority levels
Set up notification rules
Establish case status schema
Create case response templates
What are the essential configuration steps to automatically create a service

ticket when an e-mail comes in?
Response:
Create an account with the e-mail address of the customer
Create an e-mail template for responses
Set scoping questions and outgoing e-mail details in fine-tuning.
Configure the e-mail address in the communication channel
Set up service categories and service catalogs
Which of the following objects deliver a default approval process?

Response:
Opportunity
Visit
Ticket
Campaign
(skipped)
Which of the following SAP Cloud for Customer business objects are
integrated with SAP Commerce?
Response:
Lead
Ticket
Customer
Campaign
During scoping, you have selected the option to allow multiple territories per
account. How does the impact the system behavior in the realignment of
accounts and territories?
Response:
Access restrictions for territories are not available
The Override Territory box is not available
Additional fields become available for territory determination
There Define Exceptions step is disabled
(skipped)
How do you enable use of the Resource Scheduler in SAP Cloud for
Service?
Response:
Define time types in fine-tuning
Maintain a setting in the item processing types
Activate business configuration in scoping
Schedule mass release of assignments
Which parameters in the live interaction widget settings are required to

complete the configuration of the Computer Telephony Integrator (CTI)
communication provider?
Response:
Provider URL for the communication system widget
Provider tokens
Client secret ID and key
Provider ID
Which type of categories can be used in the service catalog?

Response:
Warranty category
Service category
Maintenance category
Cause category
Incident category
Scenario: Your organization needs to set up user management to ensure that

users have the appropriate access levels and permissions. What configurations
should be completed in SAP Service Cloud?
Response:
Establish user roles
Define user permissions
Set up user groups
Configure organizational units
Implement service level agreements
Which functionality enables you to default the value of a custom field but doesn't
allow the user to overwrite the default value?
Response:
Create Determination > Pre hook
Create Determination > Post hook
Create Validation > Read Only Rule
Create Validation > Default Rule
Which best practice actions are suggested for incident management?

Response:
Keep the incident lightweight and use screenshots only if it is necessary
Always include step-by-step instructions on how to recreate the issue
Always create the incident with medium priority and adjust it later if applicable.
Report the incident from the screen in which the issue occurs.
Check for solutions in the Help Center.
Which fields can be determined by using Service Level Agreements?

Response:
Service level of incoming tickets
Status
Service category
Ticket due date
Which of the following elements can you use to restrict access to an installed
base?
Response:
Skills
Territory
Measurement and reading
Service organization
Which business function in the account master will block the release of quotes to
SAP S/4HANA?
Response:
Delivery block
Prospect
Credit limit check
Sales support block
What is required to manage inbound email scenarios effectively in SAP Service

Cloud?
Response:
Define email response templates
Set up email parsing rules
Configure agent roles
Establish case categories
Scenario: Your company needs to automate responses to common customer

inquiries received via email. What steps should be taken to configure this in SAP
Service Cloud?
Response:
Define email response templates
Implement email parsing rules
Set up automated workflows
Configure email routing rules
Establish case categories
Scenario: A company needs to track service objects such as registered products

and installed base items in SAP Service Cloud. What configurations should be
completed to manage these objects effectively?
Response:
Configure registered products
Define product categories
Establish warranty types
Set up installed base
Implement notification rules
Which scoping question allows you to enable automatic ticket creation based on
incoming e-mails?
Response:
Do you want to enable internal memos for tickets?
Do you want to support e-mail channels for groups?
Do you want to support e-mail channels for corporate accounts?
Do you want to enable agents to respond to tickets using an external e-mail client?
You have selected the Override Territory field on the Accounts overview page.
What effect does this have on the territory determination?
Response:
It removes only accounts with multiple territories from the territory realignment
run.
It aligns the account territory determination with the territory realignment run.
It removes the account from the territory realignment calculation.
It remove the employee from the territory realignment calculation.
You want to trigger additional service activities for a registered product regularly
if a specific measurement reading threshold is reached. What type of
maintenance plan should you create?
Response:
Fixed
Absolute
Alternating
Cyclical
Which action is necessary to manage personalization settings in SAP Service

Cloud?
Response:
Define business rules
Set up user preferences
Establish field validations
Configure user roles
What are reasons to integrate SAP Cloud for Customer with SAP ERP (skipped)
and SAP CRM?
Response:
To run subsidiaries through SAP cloud solutions with shared master data
To update products and customer data from SAP cloud to SAP on-premise solutions
To enable real-time pricing for SAP Cloud from SAP on-premise solutions
To improve the system performance of SAP cloud and SAP on-premise solutions
Which data is bidirectionally synchronized between SAP Cloud for Customer and
SAP Field Service Management?
Response:
Employees
Accounts
Products
Tickets
(skipped)
Which of the following are best practice steps when working on an
open case?
Response:
Follow the suggested steps of each phase.
Set the status to Complete after completing all steps of each phase.
Based on the subject of the case, select and complete only the appropriate phase.
Access knowledge base articles directly and solve the issue.
What data type is used in a Date Profile to determine the start of the warranty?
Response:
Due date
Reference date
Creation date
Requested date
(skipped)
How can you create a ticket form an active maintenance plan?
Response:
Automatically using an MDRO run
Manually using the Trigger Manual Run option
Automatically using a background job
Automatically using a scheduled workflow
What are the scenarios that enable users to broadcast reports by e-mail?
Response:
Periodic scheduling
On specific report creation
Ad-hoc broadcasting
On every save of the report
What benefits does SAP Hybris Cloud for Customer provide during the visit
planning phase?
Response:
Customer product lists are shown.
A calendar view contacting visit details is integrated.
Map-based route planning is supported.
Current service tickets with high priority are integrated.
Which field identifies a ticket as relevant for a field service scenario?

Response:
Requires Work
Service Organization
Coverage Indicator
Processing Type
Which Analytics key features allow you to monitor business processes in SAP
Service Cloud?
Response:
Web service message monitoring
Standard reports
Inner join data sources
Interactive dashboards
Custom reports
What can you do with the add-In for Microsoft Outlook?

Response:
Use e-mails as a response to a ticket.
Add a reference to an account
Add a reference to a service contract
Add an account team member
What are the advantages of using the mashup approach when integrating an SAP
BI system?
Response:
Real-time data access
Existing reports can be reused
No security issues with mashup outside of corporate network
Offline access is available
No additional authorization concept is required
(skipped)
You are setting up master data for the Accounts in SAP Service
Cloud. Which of the following should be configured to manage Account
hierarchies?
Response:
Relationship categories
Business partner roles
Account team members
Interaction records
Which of the following platforms can you integrate out of the box with SAP C4C?
Response:
SAP JAM
Microsoft SharePoint
MindTouch
Google Docs
Which of the following are initial tasks required to configure SAP C4C?
Response:
Define the organizational structure
Set up scoping
Execute data migration
Define business roles
(skipped)
What are the valid schedule types when creating maintenance
plans?
Response:
Absolute
Recall
Counter based
Cyclical
Which types of work distribution are possible for routing tickets in SAP Service
Cloud?
Response:
Territory work distribution
Organizational work distribution
Service category distribution
Employee work distribution
Account work distribution
In the SAP Service Cloud UI, which of the following field properties can be
controlled in the page layout?
Response:
New field
Read-only
Query
Mandatory
Which actions are needed to see the restriction rules in access restrictions?
Response:
Set the read access to restricted
Set the access rights to display
Set the read and write access to restricted
Set the access rights to edit
Set the write access to restricted
What can you do to give the business user access to the Territory Management
work center?
Response:
Assign the employee to the organizational structure
Assign the business user to a territory
Create a new business role with the work center and assign it to the business user
Use business scoping for the authorization of Territory Management
When setting up case routing in SAP Service Cloud, which of the following steps
must be taken?
Response:
Define case categories
Configure routing rules
Establish notification rules
Set up case templates
(skipped)
How can you maintain high data volume on SAP C4C?
Response:
Apply the Data workbench to populate data
Use a custom data migration template to populate data
Use the Application and User Management work center to populate data
Use a standard data migration template to populate data
(skipped)
What objects is used in SAP Multiresource Scheduling?
Response:
Demand
Service contract
Internal order
Service order
(skipped)
Which of the following objects can be created in SAP ERP when a
work ticket in SAP Cloud for Customer is released to SAP ERP?
Response:
Service order
Internal order
Purchase order
Goods issue
Billing request
Which business partner type is created in a Business-to-Customer scenario in

SAP Hybris Cloud for Customer?
Response:
Account
Contact person
Individual customer
Partner
Depending on defined conditions, the status of the ticket needs to be set to

escalated. Which tool is suitable for this?
Response:
Activity planner
Visit planner
Workflow rule
Activity list
What are the necessary steps to create a service catalog?

Response:
1. Create service category catalog

2. Enter operating hours
3. Activate service category catalog

2. Enter general data
3. Enter operating hours

2. Define conditions
3. Activate service category catalog

2. Enter general data
3. Enter catalog structure
How do you restrict the completion of the main ticket when the related sub-
tickets are still open?
Response:
By activating fine-tuning activities
By enabling scoping option
By creating a workflow rule
By defining a code list restriction
Which steps are necessary to configure warranties in SAP Service Cloud?

Response:
Configure service categories
Establish notification rules
Set up warranty templates
Define warranty types
A user is assigned two work centers that contain the same view. In the first
work center, the user has unrestricted read and write access. In the second work
center, the user has read-only access.
Which access rights does the user get for this view in both work centers?
Response:
Restricted read and write access
Unrestricted read and write access
Only unrestricted write access
Only restricted write access
What can you use to control user privileges in SAP Hybris Cloud for Customer?
Response:
Business Role
Page layout
Business configuration
Organizational Structure
Code list restrictions
Which of the following topics are supported in SAP Service Cloud?

Response:
SAP Knowledge Central by MindTouch
Interactive scripting
BRFplus
E-Mail Response Management
Restriction rules can be assigned to work center views within a business role if
they're based on which of the following authorization elements?
Response:
Access Restriction
Access Rights
Access Context
Access Control
What activities do you perform in the Administrator work center to enable a new
social media channel?
Response:
Select the channel type
Create and schedule social media import run
Set up service level determination for the social media channel
Maintain Next Ticked configuration
Set up access to social media account
(skipped)
In what facet can you maintain counter readings?
Response:
Measurements
Contracts
Items
Maintenance Plan
Which steps are needed to automatically link inbound e-mails with cases?
Response:
Configure the e-mail channel in the channel settings.
Configure Agent Desktop.
Activate the e-mail channel.
Create an e-mail template for responses.
Configure the case type required for the creation of case objects from incoming e-
mails.
What are service agents used for when setting up an SAP Cloud for Customer
system?
Response:
To restore system default settings
The scope the system
To create business users
To assign accounts to business users
(skipped)
In HTML5, what can you do using the field definition link?

Response:
Add an extension field to the page layout.
Add an extension field to a form template.
Hide an extension filed form the master template.
Add an extension field to a data source.
Which of the following is necessary to enable the system for SAP Service Cloud
Version 2 implementation?
Response:
Set up communication channels
Activate services
Configure case templates
Activate business roles
Which of the following business objects synchronize bi-directionally between

Outlook and SAP Hybrid Cloud for Customer?
Response:
Leads
Visits
Account contacts
Tasks
(skipped)
To manage installed base objects in SAP Service Cloud, which
configuration is required?
Response:
Set up organizational units
Define service categories
Configure installed base
Establish case templates
The system needs to be set up to route all messages from Twitter that get
created as service tickets to be handled by a specific team. Which feature of SAP
Service Cloud can help with this?
Response:
Social channel setup
Knowledge base integration
Work distribution
SLA
Which additional business objects can be determined by using a registered

product within a ticket?
Response:
Warranty
Pricing condition
Service contract
Maintenance plan
As and administrator, which of the following objects can you design in the
Business Analytics work center in SAP Cloud for Customer?
Response:
Key figures
Data sources
Dashboards
Scorecards
KPIs
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10/10/2024, 11:05 C_C4H56I_34: SAP Service Cloud Version 2 - Implementation Consultant - Full | ERPPrep

C_C4H56I_34: SAP Service Cloud Version 2 -

You got 41 of 80 possible points.

Which of the following are data migration master data templates?

Personal addresses and contacts

Who can approve time reports so they can be released to CATS?

Reporting line manager

Switch from channel type B2C to B2B.

Switch from channel direction outbound to inbound.

Switch from channel type B2B to B2C.

Switch from channel direction inbound to outbound.

What can you create using a workflow?

Debit memo request

Enter default extension field values based on business logic.

Validate values for an extension field based on another field.

Create a code list resctriction for standard and extension fields.

Create an extension field and define its properties.

Which item types can you use in installed bases?

Please choose the correct answer.

Unrestricted access rights override any restrictions you have defined

Set up product categories

Define registered products

Implement case templates

Configure warranty templates

Establish installed base

Establish case templates

Set up category codes

Configure category dependencies

Define category hierarchies

Assign business partner roles.

Define employee hierarchies.

Create employee records.

Set up employee groups.

Configure employee permissions.

Define SLA for high-priority cases

Configure case priority levels

Set up notification rules

Establish case status schema

Create case response templates

What are the essential configuration steps to automatically create a service

Create an account with the e-mail address of the customer

Create an e-mail template for responses

Set scoping questions and outgoing e-mail details in fine-tuning.

Configure the e-mail address in the communication channel

Set up service categories and service catalogs

Which of the following objects deliver a default approval process?

Access restrictions for territories are not available

The Override Territory box is not available

Additional fields become available for territory determination

There Define Exceptions step is disabled

Define time types in fine-tuning

Maintain a setting in the item processing types

Activate business configuration in scoping

Schedule mass release of assignments

Which parameters in the live interaction widget settings are required to

Provider URL for the communication system widget

Client secret ID and key

Which type of categories can be used in the service catalog?

Scenario: Your organization needs to set up user management to ensure that