SAP Certified Application Associate - SAP Service Cloud Version 2 (C-C4H56I-34) Free Practice Test

Question 1

Which master data is synchronized bidirectionally between SAP S/4HANA and SAP Service Cloud Version 2?

A. Product

B. Account hierarchy

C. Employee

D. Account

Correct Answer: D

Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).

Question 2

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. Log incident through SAP for Me

B. Activate Built-In Support

C. Create incident through Settings > Incident

D. Log incident with SAP Service Cloud user ID

Correct Answer: A,B

Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).

Question 3

You are configuring SAP Service Cloud Version 2 to automatically assign employees to a case. Which feature can help with this?

A. Prioritization settings

B. Process for cases

C. Escalation

D. Routing

Correct Answer: D

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Question 4

Which of the following steps are required to set up SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Create organizational structure

B. Create business role

C. Assign employee to organizational units

D. Log in with initial user

Correct Answer: A,B

Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).

Question 5

You want to assign employees to multiple organizational units. Which action needs to be performed to achieve this?

A. Enable the Primary flag in the organization unit.

B. Assign the employee at company level.

C. Acquire an additional license for the required add-on.

D. Assign employees directly to different organizational objects.

Correct Answer: D

Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).

Question 6

Which types of master data can be used in case routing? Note: There are 2 correct answers to this question.

A. Contact

B. Account hierarchy

C. Responsible employee

D. Team

Correct Answer: C,D

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Question 7

What steps must an administrator perform to enable the phone channel in Agent Desktop? Note:
There are 2 correct answers to this question.

A. Add the phone channel to the live interaction widget.

B. Integrate with a third-party Computer Telephony Integrator (CTI) provider.

C. Add a mashup service in Agent Desktop.

D. Obtain API token credentials from the CTI provider.

Correct Answer: A,B

Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).

Question 8

How can end users access the Customer Hub screen in Agent Desktop? Note: There are 2 correct answers to this question.

A. Manually by performing a customer identification via Agent Desktop

B. Manually by navigating into the Customer Hub app from the menu

C. Automatically when there is an incoming phone call

D. Automatically when an incoming phone call from a known customer is accepted

Correct Answer: B,D

Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).

Question 9

What is the only way to change an active case type?

A. Edit the name of the existing case type.

B. Execute the Create New Version action.

C. It is not possible to change an existing case type.

D. Copy an existing case type.

Correct Answer: B

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SAP Certified Application Associate - SAP Service Cloud Version 2 (C-C4H56I-34) Free Practice Test