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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q19-Q24):

NEW QUESTION # 19
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. Create a new e-mail message or a new case from the What Would You like to do? area
B. Launch a customer survey
C. Edit customer details
D. Access interactions and notes in the timeline tab
E. View customer details

Answer: A,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 # 20
Which of the following objects can be displayed in the Timeline tabstrip in the Customer Hub? Note:
There are 2 correct answers to this question.

A. Calls
B. Cases
C. Installed base
D. Contracts

Answer: B,D

Explanation:
The Timeline tabstrip in the Customer Hub of SAP Service Cloud Version 2 is designed to provide a chronological view of significant interactions and milestones related to a customer. Among the various objects that can be displayed in this timeline, Cases and Contracts are pivotal. Cases represent individual customer inquiries or issues that have been logged, tracked, and resolved over time. Contracts, on the other hand, document the formal agreements between the service provider and the customer, outlining the scope of services, terms, and conditions. These elements are crucial for a comprehensive view of the customer's history, enabling service agents to deliver informed, contextual, and efficient support

NEW QUESTION # 21
Which elements are used to calculate the due dates defined in Service Level Agreements? Note:There are 2 correct answers to this question.

A. Maintenance plan
B. Service contract
C. Operating hours
D. Working calendar

Answer: C,D

NEW QUESTION # 22
What options are available to automatically assign an employee or team to a case? Note: There are 2 correct answers to this question.

A. Set up rule(s) for case routing to employees.
B. Set up rules with BRF+.
C. Define case types and assign responsible teams and employees.
D. Set up rule(s) for case routing to teams.

Answer: A,D

NEW QUESTION # 23
What functionality can be enabled to assist agents with case resolution?

A. Configure templates for responses.
B. Integrate Microsoft Teams.
C. Create and assign surveys to the case.
D. Integrate a knowledge base.

Answer: D

NEW QUESTION # 24
......

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Pass Guaranteed C_C4H56I_34 - Newest Latest Braindumps SAP Certified Application Associate - SAP Service Cloud Version 2 Ppt

C_C4H56I_34 Test Score Report, C_C4H56I_34 Test Pdf

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q19-Q24):

2025 High Hit-Rate 100% Free C_C4H56I_34 – 100% Free Latest Braindumps Ppt | SAP Certified Application Associate - SAP Service Cloud Version 2 Test Score Report

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