Pass the SAP Certified Associate C_C4H56_2411 Questions and answers with ExamsMirror

To useregistered productsin SAP Service Cloud V2,using existing customer recordsis a prerequisite, as registered products must be associated with a customer (account or contact) to track ownership. Additionally,creating an installed baseis required, as registered products are typically grouped within an installed base to manage customer assets. According to SAP documentation, "Registered products are linked to customer records and installed bases to enable service processes like case management."

Creating numeric ranges for customers(C) is not relevant to registered products.Activating the service in the business role(D) is necessary for accessing features but is not a direct prerequisite for using registered products.

The SAP CX AI Toolkit in SAP Service Cloud Version 2 includes features to enhance customer experience processes.Draft emailsis a key feature, allowing AI to generate email responses based on case context, improving agent efficiency. According to SAP documentation, "The SAP CX AI Toolkit provides capabilities such as drafting emails to streamline service interactions."

Predict product availability(A) is relevant to supply chain solutions, not the CX AI Toolkit.Create knowledge articles(C) is a manual process, not AI-driven.Analyze financial reliability(D) is not a feature of the CX AI Toolkit.

To change the standard text of the Related Entities tab in the case object in SAP Service Cloud Version 2, theLanguage adaptationtool is used. This tool allows administrators to modify UI labels, including tab names, to align with business terminology or language requirements. According to SAP documentation, "Language adaptation enables the customization of standard text, such as tab names, to meet specific business needs."

Screen adaptation(A) is not a standard term in SAP Service Cloud V2.Page layout(B) controls the arrangement of fields and sections, not text changes.Case extensibility(D) is used for adding custom fields or objects, not renaming tabs.

To determine the GOLD service level in SAP Service Cloud V2, administrators mustcreate and activate a new service level called ‘GOLD’ in the Case Designerto define the SLA parameters. Additionally, aservice level determination rulemust be created and activated with the conditionWHEN Priority == ‘Immediate’ THEN Service Level is GOLDto assign the GOLD service level based on case priority. According to SAP documentation, "Creating and activating a service level in the Case Designer and defining determination rules with conditions like Priority are required to apply the GOLD service level."

Creating a service level for escalated cases(C) is too specific and not a standard step.A rule based on Escalation Status(D) is possible but not the primary condition described for GOLD service level determination.

To control the reaction times of a case in SAP Service Cloud V2, you canadjust the SLAto redefine response timelines,change the priorityto increase urgency and trigger faster response times, andescalate the caseto prioritize it for immediate action. According to SAP documentation, "Reaction times can be managed by adjusting SLAs, changing case priority, or escalating cases to ensure timely responses."

Assigning a territory(D) affects routing but not reaction times directly.Assigning a different team(E) may influence handling but does not inherently control reaction times.

To receive inbound calls in SAP Service Cloud V2, administrators mustactivate the native CTI(Computer Telephony Integration) to enable telephony capabilities. Additionally, aCTI widgetmust be used to connect the CTI solution to the Agent Desktop, allowing agents to handle calls. According to SAP documentation, "Activating native CTI and configuring the CTI widget are required to enable inbound call handling."

Deactivating Live Activity Center(A) is not relevant to inbound calls.Purchasing an additional CTI license(D) may depend on the provider but is not a mandatory configuration step.

Employee working hours in SAP Service Cloud V2 are maintained in theEmployee data. This includes details such as working hours, time zones, and availability, which are used for scheduling and case routing. According to SAP documentation, "Under the Operating Hours, you can define the working hours of the service agent" within the employee data settings.

Holiday calendar(A) defines non-working days, not individual hours.Business role(B) manages access rights, not working hours.Business user data(D) includes user credentials but not working hour details.