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

In Autoflow, you can configure the following actions:

Send info notifications (A): Pop-up alerts or in-app notifications to agents.

Send e-mails (B): Trigger emails to customers or internal stakeholders.

Send object update (C): Modify fields or statuses of related objects (e.g., updating a case status).

Event notifications (D) and event e-mail templates (E) are managed via workflow rules, not Autoflow.

References:

SAP Help Portal: Autoflow Actions

SAP Documentation: Configuring Autoflow

To set up SAP Service Cloud Version 2, the following steps are mandatory:

Create Organizational Structure (D): Defining the organizational hierarchy (e.g., departments, teams) is foundational for structuring service processes, agent assignments, and access control.

Create Business Role (B): Business roles determine user permissions and access to specific functionalities. This ensures compliance with security policies and role-based access control (RBAC).

Why other options are incorrect:

A. Assign employee to organizational units: While necessary for user management, this step occurs after creating the organizational structure (D) and business roles (B).

C. Log in with initial user: Though required to access the system, it is a prerequisite for configuration, not a "setup step" itself.

References:

SAP Service Cloud Administration Guide: "Organizational Management" and "Business Role Configuration".

SAP Learning Hub: "Initial Setup Tasks for SAP Service Cloud."

To create a registered product in SAP Service Cloud Version 2, you need the following objects:

Product: This is the generic definition of the product that you want to register. It contains the basic information such as the name, description, category, and price of the product. You can create products in the Products work center, under the Products view.

Customer: This is the individual or organization that owns the registered product. It can be either an account or an individual customer. You can create customers in the Customers work center, under the Accounts or Individual Customers view.

The other objects are not mandatory for creating a registered product, but they can be used to provide additional information or functionality. For example:

Installed base: This is a collection of registered products that belong to the same customer and are located at the same site. It can be used to group and manage related registered products more easily. You can create installed bases in the Installed Base work center, under the Installed Base view.

Contract: This is an agreement between the customer and the service provider that defines the terms and conditions of the service delivery. It can be used to determine the service entitlements and pricing for the registered product. You can create contracts in the Contracts work center, under the Contracts view.

References =

Creating a Registered Product - SAP Learning, slide 3-4

Solution Guide for SAP Service Cloud Version 2, page 31-32

In SAP Service Cloud V2, access restriction types include:

Unrestricted (A): Users can view all data without limitations.

Restricted (D): Users can only access data based on organizational assignments (e.g., their team).

No access (E): Users are blocked from viewing specific data entirely.

Define specific restriction (B) refers to configuring restrictions, not a standalone type.

Full access (C) is not a distinct restriction type.

References:

SAP Help Portal: Access Restrictions in SAP Service Cloud

SAP Documentation: Data Visibility Configuration

In the Customer Hub, agents can:

View customer details (D): Basic information, account hierarchy, etc.

Create emails/cases via What Would You Like to Do? (B): Quick actions for customer engagement.

Access interactions/notes in the timeline (E): Historical records of calls, cases, and notes.

Editing customer details (A) requires specific permissions and is not universally allowed.

Launching surveys (C) is typically managed via separate processes, not directly in the Customer Hub.

References:

SAP Help Portal: Customer Hub Agent Actions

SAP Documentation: Agent Desktop Capabilities

To enable the phone channel in Agent Desktop:

Integrate with a CTI provider (D): SAP Service Cloud requires third-party CTI integration (e.g., Genesys, Cisco) for telephony functions.

Add the phone channel to the live interaction widget (C): Configure the widget in Agent Desktop to include phone capabilities.

API token credentials (A) are part of CTI provider setup but not direct admin steps in Service Cloud.

Mashup services (B) are used for embedding external apps, not phone channel activation.

References:

SAP Help Portal: Configuring the Phone Channel

SAP Documentation: CTI Integration Guide

Reasons SLA determination may fail:

A. SLAs Not Activated as a Service: SLAs must be explicitly activated under "Service Activation" in the system.

C. Rules Not Activated: Determination rules require activation post-configuration to take effect.

Why other options are incorrect:

B. Fine-Tuning Configuration: Adjusts existing rules but does not enable SLA derivation.

D. Workflow Rule Scheduling: SLAs are determined automatically via rules, not workflow triggers.

References:

SAP Service Cloud Guide: "SLA Activation and Rule Configuration".

To control the access rights of a user, you can use the following options:

Assign employee to organizational unit: By assigning an employee to an organizational unit, you can define the scope and responsibility of the user within the organizational structure. The organizational unit determines the access rights of the user to the data and transactions related to that unit, such as cases, service orders, contracts, and products. For example, you can assign a service agent to a specific service team or region, and restrict their access to the cases assigned to that team or region.

Assign restriction rules: By assigning restriction rules to a business role, you can further limit the access rights of the user to the data and transactions based on certain criteria, such as status, priority, category, or territory. Restriction rules can be applied to read and write access, and can be defined for different business objects, such as cases, service orders, contracts, and products. For example, you can assign a restriction rule to a business role that allows the user to read only the cases with high priority, or to write only the cases with open status.

References = Setting up user access rights and restrictions, Org Structure

To control the access rights of a user in SAP Service Cloud Version 2, one can "Assign an employee to an organizational unit," which sets the user's access level based on their role within the organizational structure. This ensures that users have access only to the information and functions relevant to their position. Another method is to "Assign restriction rules," which allows for the specification of detailed access controls based on various criteria, further refining what users can see and do within the system, ensuring data security and compliance with business policies.

A validation is a type of custom logic that enables you to generate error or warning messages in the system based on specific conditions. You can create a validation using the Custom Logic app and write your custom code using ABAP for key users. You can also test your validation using predefined test variants. For example, you can create a validation that triggers a warning message if the priority of a case is high and the due date is more than 10 days away. References = Working with Validations in the Service Cloud V2 Using Code Blocks; Custom Logic

According to the SAP Service Cloud Version 2 documents and learning resources, you can use the following options to automatically assign an employee or team to a case:

Set up rule(s) for case routing to employees. You can configure case routing rules to assign cases to specific employees based on various attributes of the case, such as subject, priority, channel, or category. You can also use master data such as account, contact, product, or organization as attributes for case routing rules. You can maintain case routing rules for employees in the Settings > Cases > Case Routing to Employees view.

Set up rule(s) for case routing to teams. You can also configure case routing rules to assign cases to teams based on the same attributes as for employees. You can maintain case routing rules for teams in the Settings > Cases > Case Routing to Team view.

The other options are not correct because:

Define case types and assign responsible teams and employees. You can define case types to model different types of service workflows based on your business processes. You can add phases, steps, approvals, and automated flows to each case type. However, defining case types and assigning responsible teams and employees does not automatically assign an employee or team to a case. You still need to set up case routing rules to do that.

Set up rules with BRF+. BRF+ is a tool that allows you to create and maintain business rules in a graphical user interface. You can use BRF+ to define complex rules for various scenarios, such as pricing, output management, or workflow. However, BRF+ is not used to automatically assign an employee or team to a case in SAP Service Cloud Version 2. You need to use case routing rules for that purpose. References = Configuring Case Routing Rules, Creating a Case Type, Business Rule Framework plus (BRFplus)

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

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.

A determination is a rule that assigns a value to a field based on the value of another field or a calculation. For example, you can create a determination that sets the priority of a case based on the urgency and impact fields. A page layout, a workflow, and an autoflow are not used for field calculations. References = [Solution Guide for SAP Service Cloud Version 2 - SAP Online Help], [SAP Service Cloud Version 2 Feature Scope]

To configure visible event types in the Customer Hub timeline:

Navigate to Customer Hub Screen Configuration.

Select the timeline component and choose which event types (e.g., cases, calls) to display.

Timeline-specific settings (A) are part of the broader Customer Hub configuration.

Event types are not enabled by default (D) and require explicit configuration.

References:

SAP Help Portal: Customer Hub Timeline Configuration

SAP Documentation: Customizing the Timeline

Case routing is a feature that allows you to define rules for automatically assigning cases to teams or employees based on certain attributes, such as the product, channel, priority, or subject of the case. You can use case routing to ensure that all cases with a specific product that has a known fault are routed to the escalation team, who can handle them with higher priority and expertise. You can configure case routing rules in SAP Service Cloud Version 2 by going to Settings -> Cases -> Case Routing to Team or Case Routing to Employees. References = Configuring Case Routing Rules, page 2 and 3.

Existing Cases can be changed, but only by executing the action “Create New Version” from the existing Case Type that has to be modified. For example, if after creating a new Case Type, the Administrator realizes that the Service Catalog is missing, they will have to execute the action Create New Version from the existing Case Type, then enter the service catalog and activate the new version. References = Creating a Case Type

The Entities facet in the Customer Hub displays transactional objects linked to the customer:

Service orders (B): Track service delivery or repairs.

Cases (C): Record customer issues and resolutions.

Maintenance plans (A) and registered products (D) appear in other facets (e.g., Assets).

References:

SAP Help Portal: Customer Hub Entities Facet

SAP Documentation: Entities Facet Configuration

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

For multi-country rollouts:

Enable Country/Region (A): Required to activate locale-specific settings (e.g., formats, legal requirements).

Maintain Exchange Rate (B): Essential for financial transactions in local currencies.

Why other options are incorrect:

C. Maintain Organizational Units: Can be global or reused across countries.

D. Select Country Theme: Optional for UI customization, not mandatory.

References:

SAP Implementation Guide: "Multi-Country Configuration".