SAP C_C4H56I_34 - SAP Certified Application Associate - SAP Service Cloud Version 2

To assist agents with case resolution, a functionality that can be enabled is to integrate a knowledge base. A knowledge base is a repository of information that contains articles, documents, FAQs, and other resources that can help agents find answers to customer queries and issues. By integrating a knowledge base with SAP Service Cloud Version 2, agents can access relevant and up-to-date information from within the agent desktop, without having to switch to another application or browser. Agents can also create new knowledge articles from cases, and link existing articles to cases for future reference. Integrating a knowledge base can improve agent productivity, customer satisfaction, and service quality. References = Solution Guide for SAP Service Cloud Version 2, Explaining the Support for the Customer Service Process

To utilize registered products, you need to activate the service in the business role and create an installed base. The service activation enables you to access the registered products work center view and perform actions such as creating, editing, and deleting registered products. The installed base is a hierarchical structure that represents the customer’s physical or logical assets, such as equipment, software, or services. You can assign registered products to an installed base to track their location, status, and warranty information. References = Solution Guide for SAP Service Cloud Version 2, section “Registered Products” and “Installed Base”

In SAP Service Cloud Version 2, when a new case type is created and activated without assigning a service catalog, the recommended approach to address this oversight is to utilize the "Create New Version" action. This action allows administrators to create a new iteration of the existing case type, wherein the necessary service catalog can be assigned. Following the assignment of the service catalog, this new version of the case type can then be activated, effectively updating the case type configuration to include the previously omitted service catalog. This process ensures that the case type is correctly configured with all required components, including the service catalog, without the need to deactivate or delete the original case type

To grant business user access in SAP Service Cloud:

User ID (A): A unique identifier required for system authentication.

Assignment to an Organizational Unit (D): Defines the user’s scope of access within the organizational hierarchy.

Why other options are incorrect:

B. Access Restriction: Governs data visibility but is not a prerequisite for access.

C. Employee: While linking a user to an employee record is standard, it is not strictly mandatory for access (depends on configuration).

References:

SAP Security Guide: "User Management".

In SAP Service Cloud Version 2, the primary user types are:

Business (A): Standard users (e.g., agents, managers) who perform daily operational tasks like case management.

Administration (B): Users with system configuration and administrative privileges (e.g., configuring workflows, roles, and settings).

Why other options are incorrect:

C. Technical: Not a predefined user type in SAP Service Cloud.

D. Development: Refers to roles in app-building tools (e.g., SAP Build), not within Service Cloud user types.

References:

SAP Service Cloud Administration Guide: "User Types and Permissions".

Existing Cases can be changed, but only by executing the action “Create New Version” from the existing Case Type that has to be modified. For example, if after creating a new Case Type, the Administrator realizes that the Service Catalog is missing, they will have to execute the action Create New Version from the existing Case Type, then enter the service catalog and activate the new version. References = Creating a Case Type

You can use mashups and actions to grant user access to an SAP S/4HANA transaction in SAP Service Cloud Version 2 as an administrator. Mashups are web-based applications that combine data or functionality from different sources, such as SAP S/4HANA. Actions are predefined or custom operations that can be executed on business objects, such as opening an SAP S/4HANA transaction. To enable user access to an SAP S/4HANA transaction, you need to create a mashup for the transaction URL and configure the relevant action to call the mashup. References = SAP Service Cloud Version 2 | SAP Help Portal, SAP Service Cloud Version 2 Integration Guides for SAP S/4HANA, SAP Service Cloud Version 2 Mashups, SAP Service Cloud Version 2 Actions

In SAP Service Cloud V2, account types under Business Partner include:

Individual customers (D): For B2C scenarios (e.g., end consumers).

Channel partners (B): For distributors or partners involved in service delivery.

Contacts (A) are part of business partner roles, not account types.

Groups (C) refer to organizational units, not account classifications.

References:

SAP Help Portal: Business Partner Configuration

SAP Documentation: Account Types in Service Cloud

In SAP Service Cloud V2, access restriction types include:

Unrestricted (A): Users can view all data without limitations.

Restricted (D): Users can only access data based on organizational assignments (e.g., their team).

No access (E): Users are blocked from viewing specific data entirely.

Define specific restriction (B) refers to configuring restrictions, not a standalone type.

Full access (C) is not a distinct restriction type.

References:

SAP Help Portal: Access Restrictions in SAP Service Cloud

SAP Documentation: Data Visibility Configuration

With the integration of Microsoft Teams into SAP Service Cloud Version 2, service agents gain the ability to enhance collaboration around case management. The Share Workspace icon, a key feature of this integration, allows agents to initiate shared workspaces directly from a case or within the Agent Desktop environment. This functionality facilitates real-time collaboration and communication among team members, making it easier to discuss case details, share insights, and collectively work towards resolutions, all within the familiar interface of Microsoft Teams