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Free PDF Quiz Newest C-C4H56I-34 - Latest SAP Certified Application Associate - SAP Service Cloud Version 2 Study Plan

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q45-Q50):

NEW QUESTION # 45
Which elements can be used to determine the reaction time in Service Level Agreements? Note:
There are 2 correct answers to this question.

A. Sales contract
B. Priority
C. Maintenance plan
D. Case types

Answer: B,D

NEW QUESTION # 46
What can the categories in the service catalog be used for? Note: There are 3 correct answers to this question.

A. Business role assignment
B. Case responsibility determination
C. Service level determination
D. To control validity of the service catalog
E. A filter option for the case summary

Answer: B,C,E

Explanation:
Service catalog categories are used for:
* B. Service Level Determination: Maps categories to specific SLAs (e.g., priority, response time).
* C. Filter in Case Summary: Organizes cases by category for reporting and analysis.
* E. Case Responsibility Determination: Routes cases to teams/agents based on category expertise.
Why other options are incorrect:
* A. Validity Control: Managed via validity periods, not categories.
* D. Business Role Assignment: Governed by roles/organizational units, not categories.
References:
* SAP Help Portal: "Service Catalog Use Cases".

NEW QUESTION # 47
Which of the following actions can a service agent perform in the Customer Hub in Agent Desktop?
Note: There are 3 correct answers to this question.

A. Launch a customer survey
B. Edit customer details
C. Access interactions and notes in the timeline tab
D. View customer details
E. Create a new e-mail message or a new case from the What Would You like to do? area

Answer: C,D,E

Explanation:
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

NEW QUESTION # 48
What can you do with Microsoft Teams integration? Note: There are 3 correct answers to this question.

A. Make outbound calls.
B. Send e-mails to customers.
C. Create appointments.
D. Share workspaces.
E. Hand over cases.

Answer: A,D,E

NEW QUESTION # 49
How can end users access the Customer Hub screen in Agent Desktop? Note: There are 2 correct answers to this question.

A. Automatically when there is an incoming phone call
B. Manually by performing a customer identification via Agent Desktop
C. Manually by navigating into the Customer Hub app from the menu
D. Automatically when an incoming phone call from a known customer is accepted

Answer: B,D

NEW QUESTION # 50
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