Pass the SAP Certified Application Associate C_C4H56I_34 Questions and answers with ExamsMirror

When you create or edit an installed base, you can assign different objects to it at item level. The objects that you can assign are:

Product: This is a generic product that is not serialized or tracked individually. You can assign a product to an installed base to indicate the type or category of the product that is installed at the customer site. For example, you can assign a product called “Laptop” to an installed base to represent any laptop that belongs to that installed base.

Registered product: This is a serialized product that has a unique identifier and can be tracked individually. You can assign a registered product to an installed base to indicate the specific product that is installed at the customer site. For example, you can assign a registered product with a serial number “123456789” to an installed base to represent a particular laptop that belongs to that installed base. A registered product can also have warranty and maintenance plan information associated with it.

Functional location: This is a logical or physical location where the products are installed or used. You can assign a functional location to an installed base to create a hierarchical structure of the installed base. For example, you can assign a functional location called “Office A” to an installed base to represent a sub-location within the installed base where some products are located. A functional location can also have other functional locations, products, or registered products assigned to it as sub-items.

Maintenance plan: This is a plan that defines the schedule and scope of the maintenance activities for the products. You cannot assign a maintenance plan to an installed base at item level. A maintenance plan can only be assigned to a registered product as a sub-item. For example, you can assign a maintenance plan called “Annual Service” to a registered product to indicate the frequency and type of service that the product requires.

Warranty: This is a contract that defines the terms and conditions of the warranty coverage for the products. You cannot assign a warranty to an installed base at item level. A warranty can only be assigned to a registered product as a sub-item. For example, you can assign a warranty called “Standard Warranty” to a registered product to indicate the duration and scope of the warranty that the product has. References = Using an Installed Base; Using Installed Bases and Registered Products

To enable knowledge base access:

Configure integration flow (A): Establish connectivity between SAP Service Cloud and the knowledge base system (e.g., SAP Knowledge Base).

Maintain provider settings (C): Define endpoints, authentication, and search parameters in SAP Service Cloud.

API tokens (B) are part of provider-specific configurations but not standalone steps.

Articles (D) are maintained in the external knowledge base, not directly in Service Cloud.

References:

SAP Help Portal: Knowledge Base Integration

SAP Documentation: Configuring Knowledge Base Providers

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

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

Warranties in SAP Service Cloud can be assigned non-covered categories (C), which define service categories excluded from warranty coverage.

Dates (A) and duration (B) are inherent properties of warranties but are not "assigned" as attributes.

Registered products (D) are linked to warranties but are not attributes of the warranty itself.

References:

SAP Help Portal: Warranty Management

SAP Documentation: Configuring Warranty Attributes

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 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

When creating a new business user in SAP Service Cloud Version 2, it is mandatory to maintain certain key elements. "Employee" information is crucial as it links the user account to an individual's employee record within the organization, providing context and defining the user's position and role within the company. Additionally, assigning a "Business role" is essential as it determines the access levels, permissions, and functionalities available to the user based on their responsibilities and tasks within the organization.

Service catalogs use categories to classify and organize service-related objects.

Cases (A) are categorized to define their purpose (e.g., "Technical Support," "Billing Inquiry").

Tasks (D) use categories to specify the nature of the activity (e.g., "Follow-up," "Approval").

Phone calls (B) and registered products (C) do not utilize service catalog categories. Phone calls are tracked as interactions, while registered products are linked to customer assets.

References:

SAP Help Portal: Service Catalogs and Categories

SAP Documentation: Configuring Categories for Cases and Tasks

For service levels in SAP Service Cloud Version 2, the "Initial review date" is a significant milestone that can be used to track and manage service commitments. This milestone marks the scheduled date for an initial evaluation or review of the service provided, ensuring that service level agreements (SLAs) are being met and that any issues are identified and addressed in a timely manner. This helps in maintaining high service standards and customer satisfaction.