Free SAP Certified Associate – Implementation Consultant – SAP Service Cloud Version 2 Exam C_C4H56_2411 Exam Practice Test

Which types of master data can be used in case routing? Note: There are 2 correct answers to this question.

• Responsible employee
• Contact
• Account hierarchy
• Service Team

Which element can be used to restrict access to views?

• Business roles
• Determination rules
• Code list restrictions
• Field attributes

Which of the following steps are required to set up SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

• Assign employees to organizational units
• Log in with an initial user
• Create business roles
• Create an organizational structure

Which of the following elements are mandatory to create a new product? Note: There are 2 correct answers to this question.

• Product group
• Price
• Sales area data
• Unit of measure

What steps are required to enable an extension field for cases that allow users to select more than one option? Note: There are 2 correct answers to this question.

• Maintain the list of values and activate the Multi Value flag.
• Activate the Multi Value flag in the adaptation mode.
• Create an extension field with data type Object and data format Code.
• Create an extension field with data type String and data format Code.

Which of the following actions do you need to perform to receive inbound calls in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

• Deactivate Live Activity Center.
• Activate the native CTI.
• Use a CTI widget to connect the CTI solution.
• Purchase an additional CTI license.

What steps are required to determine the GOLD service level? Note: There are 2 correct answers to this question.

• Create and activate a new service level called ‘GOLD’ in the Case Designer.
• Create and activate a service level determination rule where the condition is: WHEN Priority == ‘Immediate’ THEN Service Level is GOLD
• Create and activate a new service level called ‘GOLD’ for escalated cases.
• Create and activate a service level determination rule where the condition is: WHEN Escalation Status == ‘ESCALATED’ THEN Service Level is GOLD

Service agents working on a specific case type in SAP Service Cloud Version 2 need to access and perform defined actions in an external solution. What steps must an administrator perform to make this possible? Note: There are 3 correct answers to this question.

• Develop a custom business object.
• Include a dedicated step pointing to the mashup in one of the phases of the case type.
• Use the web page URL of the external solution for extracting input parameters in the mashup.
• Define a custom screen for the mashup.
• Create a mashup to embed the web page of the external solution.

Which of the following rule options can be implemented to automatically assign a case?

• Validation
• Case routing
• Autoflow
• BRF+

Which of the following are the correct types of usage of an installed base? Note: There are 2 correct answers to this question.

• Tracking measuring points
• Tracking installed assets
• Assigning warranties
• Assigning to a case