C_C4H56I_34 Exam Dumps : SAP Certified Application Associate - SAP Service Cloud Version 2

In the Customer Hub in Agent Desktop, a service agent can perform the following actions:

• Edit customer details: The agent can update the customer’s personal and business information, such as name, address, phone number, email, account, and contact person. The agent can also add or remove tags to the customer1.
• View customer details: The agent can see the customer’s basic information, such as name, address, phone number, email, account, and contact person. The agent can also see the customer’s tags, which are keywords that help to categorize and identify the customer1.
• Access interactions and notes in the timeline tab: The agent can view the chronological history of interactions with the customer, such as cases, calls, emails, chats, surveys, and visits. The agent can also see the notes that were added by other agents or by the customer2.

The agent cannot perform the following actions in the Customer Hub in Agent Desktop:

• Create a new e-mail message or a new case from the What Would You like to do? area: This action can only be done from the Communication Panel, which is a separate area in the Agent Desktop that shows the incoming and outgoing communication items, such as emails, calls, chats, and messages3.
• Launch a customer survey: This action can only be done from the Survey tabstrip, which is a separate tabstrip in the Customer Hub that shows the surveys that were sent to or received from the customer. The agent can launch a new survey from this tabstrip by selecting a survey template and a communication channel4.

References = 1: Customer Hub - SAP Online Help, 2: Timeline - SAP Online Help, 3: [Communication Panel - SAP Online Help], 4: [Survey - SAP Online Help]

Autoflow is a feature that allows you to define rules that trigger actions based on certain conditions and events. You can configure three types of actions for autoflow: send info notifications, send e-mails, and send event notifications. Send info notifications are messages that appear in the user interface of SAP Service Cloud Version 2 to inform users about the status of a process or an entity. Send e-mails are messages that are sent to external recipients, such as customers or partners, using predefined e-mail templates. Send event notifications are messages that are sent to integrated solutions, such as SAP Marketing Cloud or SAP Sales Cloud, using predefined event templates. You cannot configure autoflow to send object updates or event e-mail templates. Object updates are changes that are made to the fields or attributes of an entity, such as a case or a service order. Event e-mail templates are e-mail templates that are used to send event notifications to integrated solutions. To configure object updates, you need to use the administration tool. To configure event e-mail templates, you need to use the event management tool. References = Solution Guide for SAP Service Cloud Version 2, section “Autoflow”, page 34.

• 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