C_C4H56I_34 SAP Certified Application Associate - SAP Service Cloud Version 2 Free Practice Exam Questions (2025 Updated)

Case routing determines the employee (B) or service team (D) responsible for handling the case based on criteria like product, category, or priority.

Service category (A) and account (C) are routing criteria, not determined objects.

References:

SAP Help Portal: Case Routing Configuration

SAP Documentation: Routing to Employees and Teams

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

 You cannot access cases in SAP Service Cloud Version 2 if you do not have the appropriate access rights or permissions. There are two possible reasons for this: either access to the Case app is not enabled for the business user, or the employee is not assigned to the correct business role. Access to the Case app is enabled by adding the Case work center and the relevant work center views to the business role assigned to the business user. The business role defines the functional scope and access rights of the user for specific tasks and operations. If the business user does not have the Case work center or the necessary work center views in their business role, they will not be able to access cases in SAP Service Cloud Version 2. Alternatively, the employee may have the Case work center and work center views in their business role, but they may not be assigned to the correct business role in the first place. The business role assignment is done in the Employee work center, where the administrator can assign one or more business roles to each employee. If the employee is not assigned to the business role that has the Case work center and work center views, they will not be able to access cases in SAP Service Cloud Version 2. References = Creating Business Roles, section “How to Add a Work Center to a Business Role” and “How to Add a Work Center View to a Business Role”; Assigning Business Roles to Employees, section “How to Assign a Business Role to an Employee”