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Free SAP C_C4H56_2411 Exam Questions (page: 3)

Page 3 of 17
PDF with 80 Questions

Which object is mandatory to configure a case routing rule to a team?

  1. Party Role
  2. Employee
  3. Case Designer Step Assignment
  4. Case Type

Answer(s): D

Explanation:

To configure a case routing rule to a team in SAP Service Cloud V2, the Case Type is mandatory. Case Type defines the category and process flow of the case, serving as a primary condition for routing rules. According to SAP documentation, "The Routing rules for Cases are maintained in SAP Service Cloud Version 2 by administrators in the following path: Settings Cases Case Routing to Team Case Routing to Employees," and Case Type is a key attribute used to determine routing conditions. Party Role (A) is optional and used for specific scenarios. Employee (B) is the target of routing, not a mandatory object for configuration. Case Designer Step Assignment (C) is part of the case designer but not required for team routing rules.


Reference:

SAP Learning: Configuring Case Routing Rules learning.sap.com SAP Help Portal: Case Routing Configuration



What do you need to configure to access cases in SAP Service Cloud Version 2?

  1. Assign the business service case to a business role.
  2. Create access rights for read mode.
  3. Assign the employee to a case type.
  4. Assign access rights directly to the user.

Answer(s): A

Explanation:

To access cases in SAP Service Cloud V2, the business service case must be assigned to a business role. Business roles define the permissions and access rights for users, including access to specific objects like cases. According to SAP documentation, "Assign the business service case to a business role" is a critical step to ensure users have the necessary permissions to view and manage cases. Creating access rights for read mode (B) is not a standard configuration step for case access. Assigning the employee to a case type (C) is related to routing, not access. Assigning access rights directly to the user (D) is not supported, as access is managed through business roles.


Reference:

SAP Help Portal: Business Role Configuration in SAP Service Cloud V2 SAP Learning: Access Management in SAP Service Cloud



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

  1. Assign employees to organizational units
  2. Log in with an initial user
  3. Create business roles
  4. Create an organizational structure

Answer(s): C,D

Explanation:



Where are employee working hours maintained?

  1. Holiday calendar
  2. Business role
  3. Employee data
  4. Business user data

Answer(s): C

Explanation:

Employee working hours in SAP Service Cloud V2 are maintained in the Employee 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.


Reference:

SAP Community: Service Level Agreement in SAP Cloud for Customer community.sap.com SAP Help Portal: Employee Data Configuration



Which objects can you use to route a case to an employee?

  1. Mashup
  2. Autoflow
  3. Input fields in the Case Designer
  4. Source

Answer(s): D

Explanation:

In SAP Service Cloud V2, the Source of a case (e.g., email, phone, social media) can be used as a condition to route a case to an employee. According to SAP documentation, "You can configure the rules to determine the Service Level for a certain ticket depending on several parameters like Ticket Type, Service Category, Source, Channel ID etc." Source is a standard attribute in routing rules to determine the appropriate employee or team.
Mashup (A) is used for external integrations, not routing. Autoflow (B) automates actions but does not route cases to employees. Input fields in the Case Designer (C) collect data but are not used for routing.


Reference:

SAP Community: Service Level Agreement in SAP Cloud for Customer community.sap.com SAP Help Portal: Case Routing Rules Configuration



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