SAP C_C4H56I_34 Dumps

E-mail templates are used to define the fixed content (such as subject or disclaimer) andvariable parts (such as the form of address) of the email responses that service agents send to customers. E-mail templates can also be customized to include the corporate branding, such as logos, colors, fonts, and signatures, according to the needs of the service organization. E-mail templates can be created and maintained using the Configuring Email app in SAP Service Cloud Version 2. References = Configuring Email - SAP Learning, Maintain Email Templates | SAP Help Portal, Configuring Email Templates - SAP Customer Data Cloud, Configuring Email Templates | SAP Help Portal

• Option A is correct because the administrator must obtain API token credentials from the CTI provider in order to configure the phone integration in Agent Desktop1.
• Option D is correct because the administrator must integrate with a third-party CTI provider in order to enable the phone channel in Agent Desktop2. SAP Service Cloud Version 2 doesnot have native CTI, so a CTI widget adapter is used to connect the CTI provider with the Agent Desktop3.
• Option B is incorrect because the administrator does not need to add a mashup service in Agent Desktop to enable the phone channel. A mashup service is used to integrate external applications or web pages into the Agent Desktop, but it is not required for the phone channel.
• Option C is incorrect because the administrator does not need to add the phone channel to the live interaction widget to enable the phone channel. The live interaction widget is used to display the incoming and ongoing interactions from various channels, but it does not control the activation of the phone channel. References =
• Configuring Phone - SAP Learning
• SAP Service Cloud Version 2 Integration - Sinch
• Agent Console Add-On for SAP Service Cloud - SAP Online Help
• [Mashup Services - SAP Online Help]
• [Live Interaction Widget - SAP Online Help]

Enabling the phone channel in Agent Desktop within SAP Service Cloud Version 2 requires integration with external telephony solutions to facilitate voice communication capabilities. This integration is achieved through collaboration with a Computer Telephony Integration (CTI) provider. The essential steps involve obtaining API token credentials from the chosen CTI provider, which are necessary for authenticating and establishing a secure connection between the SAP Service Cloud and the telephony system. Additionally, the integration process involves configuring the necessary settings and parameters within the Agent Desktop to ensure seamless communication flow and functionality, leveraging the capabilities and services offered by the CTI provider

 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”

The due dates defined in Service Level Agreements are calculated based on the following elements:

• Working calendar: This is a calendar that defines the working days and hours for a specific country or region. It also includes the public holidays and other non-working days for that location. The working calendar is used to determine the actual duration of a service level objective, excluding the non-working time12.
• Operating hours: This is a time interval that defines the availability of a service team or an individual employee. It specifies the start and end time of the working hours for each dayof the week. The operating hours are used to determine the actual response time of a service level objective, excluding the time when the service team or employee is not available3 .

The service contract and the maintenance plan are not elements that are used to calculate the due dates defined in Service Level Agreements. The service contract is an agreement between a service provider and a customer that defines the scope, terms, and conditions of the service delivery. The maintenance plan is a schedule that defines the frequency and type of maintenance activities for an installed base object.

References = 1: Working Calendar - SAP Online Help, 2: Configuring a Service Level Agreement - SAP Learning, 3: Operating Hours - SAP Online Help, : [Using Service Level Agreements - SAP Learning], : [Service Contract - SAP Online Help], : [Maintenance Plan - SAP Online Help]

The language adaptation tool allows you to rename the labels of UI elements, such as thecases facet, in different languages. You can access the tool from the user menu by clicking on Settings and then Language Adaptation. You can select the language and the scope of the adaptation, and then search for the label you want to change. You can also export and import the adaptations as CSV files. References = Solution Guide for SAP Service Cloud Version 2, page 16.

The language adaptation tool allows you to rename the labels of UI elements, such as the cases facet, in different languages. You can access the tool from the user menu by clicking on Settings and then Language Adaptation. You can select the language and the scope of the adaptation, and then search for the label you want to change. You can also export and import the adaptations as CSV files. References = Solution Guide for SAP Service Cloud Version 2, page 16.

The following configuration activities are part of SAP Service Cloud Version 2:

• Maintain case types: You can maintain case types to define the different categories of cases that you handle in your service organization. You can specify the name, description, priority, status, and other attributes for each case type. You can also assign case types to service categories and service levels.
• Set up Agent Desktop: You can set up Agent Desktop to customize the user interface and the functionality of the solution. You can configure the layout, the navigation, the cards, the widgets, the actions, the timeline, the quick create, and the search options for the Agent Desktop. References = Configuring Case Types, section Maintain Case Types; Configuring Agent Desktop, section Set Up Agent Desktop.

Configuration activities in SAP Service Cloud Version 2 include a range of tasks designed to tailor the system to specific business processes and requirements. "Maintaining case types" is a critical activity that involves defining and configuring the different categories of customer inquiries and issues that can be logged in the system. This configuration is essential for organizing, tracking, and managing cases efficiently. Another important configuration activity is "Setting up Agent Desktop," which involves customizing the user interface and functionalities available to service agents. This setup is crucial for ensuring that agents have access to the necessary tools, information, and workflows to effectively resolve customer cases.

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.

 According to the SAP Service Cloud Version 2 documents and learning resources, the master data that is synchronized bidirectionally between SAP S/4HANA and SAP Service Cloud Version 2 is Account. Account is a master data object that represents a business partner, such as a customer, a competitor, or a supplier, in SAP Service Cloud Version 2. Account can be replicated from SAP S/4HANA to SAP Service Cloud Version 2, and vice versa, using the integration package SAP Sales Cloud and SAP Service Cloud Version 2 Integration for Master Data with SAP S/4HANA or SAP S/4HANA Cloud. The integration package uses the OData service API_BUSINESS_PARTNER to exchange account data between the two systems.

The other options are not correct because:

• Product is not

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

• Option C is correct because the customer will need to provision new tenants through SAP for Me, which is a self-service portal that provides access to SAP products, services, and support12.
• Option D is correct because the business settings will need to be activated for the tenant, which enables the tenant to use the features and functions of SAP Service Cloud Version 23.
• Option A is incorrect because the administrator does not need to create an initial user in order to log in to the tenant for the first time. The initial user is created automatically by SAP and the credentials are sent to the customer via email3.
• Option B is incorrect because any test tenant does not need to be purchased separately. The customer can choose to purchase a test tenant along with the production tenant, or request a test tenant later through SAP for Me2. References =
• Defining the Scope - SAP Learning
• Solution Guide for SAP Service Cloud Version 2
• Version 2 Onboarding Guide for SAP Service Cloud
• Set Up Guide for SAP Service Cloud Version 2 - SAP Online Help

Business roles are used to assign work centers and views to users, and also to define access restrictions and authorizations for each view. By using business roles, you can control which views are visible and editable for different users or groups of users. For example, you can restrict access to certain accounts, products, or tickets based on the user’s organizational unit, territory, or other criteria. References = Apply Access Contexts and Restriction Rules, Restricting access the right way in SAP Cloud for Customer

 According to the SAP Service Cloud Version 2 documents and learning resources, the following actions can be executed by a Service Agent from the case “More Action” button:

• Summary. This action allows the Service Agent to create a summary of the case, which is a concise and informative description of the case details, such as the subject, the priority, the status, the category, the resolution, and the next steps. The summary can be used to communicate the case progress to the customer or to other stakeholders.
• Mark as unread. This action allows the Service Agent to mark the case as unread, which means that the case will appear as new in the Agent Desktop and will require the Service Agent’s attention. This action can be used to remind the Service Agent to follow up on the case or to delegate the case to another Service Agent.
• Escalate. This action allows the Service Agent to escalate the case to a higher level of authority or expertise, such as a manager or a specialist. The escalation can be triggered manually by the Service Agent or automatically by the system based on predefined criteria, such as the case priority, the SLA, or the customer satisfaction. The escalation can also involve sending notifications, changing the case status, or reassigning the case to another team or employee.

The other options are not correct because:

• Delete. This action is not available from the case “More Action” button. Deleting a case is a permanent action that removes the case and all its related data from the system. Deleting a case can only be done by an administrator or a user with the appropriate authorization in the Cases work center.
• Handover. This action is not available from the case “More Action” button. Handing over a case is a temporary action that transfers the ownership and responsibility of the case to another Service Agent for a specific period of time. Handing over a case can be done by the Service Agent or by the system based on predefined rules in the Settings > Cases > Case Handover view. References = Using Agent Desktop with SAP Service Cloud, Creating a Case Type, Configuring Case Escalation, Configuring Case Handover

You can adapt the status schema of a case type by adding or removing statuses in the existing status schema, or by creating a new version of a status schema. Adding or removing statuses allows you to customize the support process for different case types. Creating a new version of a status schema enables you to modify the existing status schema without affecting the cases that are already using it. You cannot copy or change the existing status schema directly, as this would impact the existing cases and their service level agreements. References = Creating the Statuses for Cases, Creating a Case Type

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]

• 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

Within SAP Service Cloud Version 2, the available user types include "Business" and "Technical" users. Business users typically interact with the system through its front-end functionalities, focusing on tasks such as sales, service, and customer engagement. Technical users, on the other hand, are involved with the back-end aspects of the system, dealing with configuration, customization, and system administration tasks to ensure that the SAP Service Cloud operates smoothly and meets the organization's needs.

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.

According to the SAP Service Cloud Version 2 documents and learning resources, the following are required to grant business user access:

• User ID. A user ID is a unique identifier for a business user, which is used to log on to the system and to assign a business role. A user ID can be created manually or automatically, and it can be based on the employee ID, the email address, or a custom format.
• Employee. An employee is a master data object that represents a person who works for your company and performs a specific role or function. An employee can be assigned to one or more organizational units, and can have one or more business users associated with them.

The other options are not correct because:

• Access restriction. Access restriction is a way to control the visibility and editability of data for business users based on their business roles and organizational assignments. Access restriction is not required to grant business user access, but it can be used to refine the access level after the business user is created and assigned a business role.
• Assignment to an organizational unit. An organizational unit is a master data object that represents a structural element of your company, such as a department, a team, or a branch. An organizational unit can be assigned to one or more employees, and can be used as an attribute for access restriction. Assignment to an organizational unit is not required to grant business user access, but it can be used to define the scope of the business user’s responsibility and visibility. References = Creating Business Users and Business Roles, Creating Business Roles, Set Up Guide for SAP Service Cloud Version 2, SAP Service Cloud Version 2 | SAP Help Portal

You can do the following things with Microsoft Teams integration in SAP Service Cloud Version 2:

• Share workspaces: You can quickly create and share a workspace via MS Teams when you need support from an expert or your manager. You can share content from within agent teams and stay up to date on the latest service requests, comments, discussions, and decisions online.
• Hand over cases: You can hand over cases to other agents or teams via MS Teams. You can also assign tasks and subtasks to other agents or teams and track their progress.
• Make outbound calls: You can make outbound calls to customers or contacts using MS Teams. You can also record the calls and attach them to the case or contact. References = Integrating SAP Service Cloud Version 2 with MS Teams, Solution Guide for SAP Service Cloud Version 2, section Microsoft Teams Integration.

You can find existing cases in SAP Service Cloud Version 2 in two ways:

• In the My Cases Summary card available in the home page. This card shows you the number of cases assigned to you, grouped by priority and status. You can click on any of the numbers to open a list of the corresponding cases. You can also click on the View All button to see all your cases in a table view.
• In the case worklist by choosing the Case app from the menu. This app allows you to view, filter, sort, and search for cases based on various criteria. You can also create new cases, edit existing cases, and perform actions on cases from this app. References = Solution Guide for SAP Service Cloud Version 2, section Cases.

You can use mashups and actions to grant user access to an SAP S/4HANA transaction in SAP Service Cloud Version 2 as an administrator. Mashups are web-based applications that combine data or functionality from different sources, such as SAP S/4HANA. Actions are predefined or custom operations that can be executed on business objects, such as opening an SAP S/4HANA transaction. To enable user access to an SAP S/4HANA transaction, you need to create a mashup for the transaction URL and configure the relevant action to call the mashup. References = SAP Service Cloud Version 2 | SAP Help Portal, SAP Service Cloud Version 2 Integration Guides for SAP S/4HANA, SAP Service Cloud Version 2 Mashups, SAP Service Cloud Version 2 Actions

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.

Access restriction types are used to define the level of access that a business role has for a business service. There are three access restriction types available in SAP Service Cloud Version 2:

• Unrestricted: This means that the business role has full access to all the data related to the business service, regardless of the ownership or the organizational unit.
• Define specific restriction: This means that the business role has access to the data related to the business service based on certain criteria, such as the employee responsible, the territory, the account team, or the service organization. You can define the specific restriction rules for each business service in the business role details.
• Restricted: This means that the business role has no access to the data related to the business service. The business service is not visible or editable for the business role. References = Set Up Guide for SAP Service Cloud Version 2, page 10; Solution Guide for SAP Service Cloud Version 2, page 11

The adaptation tool allows you to add a new button or a new field to the user interface of SAP Service Cloud Version 2. You can also change the properties of existing buttons and fields, such as the label, the visibility, the data binding, and the actions. However, you cannot create a new URL mashup using the adaptation tool. To create a new URL mashup, you need to use the administration tool. References = Solution Guide for SAP Service Cloud Version 2, section “Adaptation”, page 33.