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C_C4H56I_34 Exam
SAP.C_C4H56I_34.v2025-11-04.q74 Dumps

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Question 61

Which capability ensures service agents send e-mail responses with the correct corporate branding?

A.Workflow rules
B.Autoflow
C.Determination rules
D.E-mail templates

Correct Answer: D

E-mail templates are used to define the fixed content (such as subject or disclaimer) andvariable parts (such as the form of address) of the email responses that service agents send to customers. E-mail templates can also be customized to include the corporate branding, such as logos, colors, fonts, and signatures, according to the needs of the service organization. E-mail templates can be created and maintained using the Configuring Email app in SAP Service Cloud Version 2. References = Configuring Email - SAP Learning, Maintain Email Templates | SAP Help Portal, Configuring Email Templates - SAP Customer Data Cloud, Configuring Email Templates | SAP Help Portal

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Question 62

Which of the following features are available in the adaptation tool? Note: There are 2 correct answers to this question.

A.Create a new URL mashup
B.Add a new button
C.Change the field label
D.Add a new field

Correct Answer: B,D

The adaptation tool allows you to add a new button or a new field to the user interface of SAP Service Cloud Version 2. You can also change the properties of existing buttons and fields, such as the label, the visibility, the data binding, and the actions. However, you cannot create a new URL mashup using the adaptation tool.
To create a new URL mashup, you need to use the administration tool. References = Solution Guide for SAP Service Cloud Version 2, section "Adaptation", page 33.

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Question 63

You have integrated Microsoft Teams with SAP Service Cloud Version 2.
Where can service agents start sharing workspaces for cases by clicking on the Share Workspace icon? Note: There are 2 correct answers to this question.

A.In the case worklist
B.In the interaction log
C.In Agent Desktop
D.In the case

Correct Answer: C,D

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Question 64

Which master data is synchronized bidirectionally between SAP S/4HANA and SAP Service Cloud Version 2?

A.Product
B.Account hierarchy
C.Employee
D.Account

Correct Answer: D

According to the SAP Service Cloud Version 2 documents and learning resources, the master data that is synchronized bidirectionally between SAP S/4HANA and SAP Service Cloud Version 2 is Account. Account is a master data object that represents a business partner, such as a customer, a competitor, or a supplier, in SAP Service Cloud Version 2. Account can be replicated from SAP S/4HANA to SAP Service Cloud Version
2, and vice versa, using the integration package SAP Sales Cloud and SAP Service Cloud Version 2 Integration for Master Data with SAP S/4HANA or SAP S/4HANA Cloud. The integration package uses the OData service API_BUSINESS_PARTNER to exchange account data between the two systems.
The other options are not correct because:
Product is not

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Question 65

You are configuring SAP Service Cloud Version 2 to automatically assign employees to a case. Which feature can help with this?

A.Escalation
B.Routing
C.Prioritization settings
D.Process for cases

Correct Answer: B

Routing is the feature that can help with automatically assigning employees to a case based on relevant attributes, such as channel, subject, priority, or account. Routing rules enable companies to handle a high volume of messages and deliver the case to the right team or person. SAP Service Cloud Version 2 includes a flexible, easy-to-configure routing rule definition engine1.
Escalation, prioritization settings, and process for cases are not features that can help with automatic case assignment. Escalation is a feature that allows agents or managers to escalate a case to a higher level of authority or expertise when needed2. Prioritization settings are a feature that allows administrators to define how cases are prioritized based on urgency and impact3. Process for cases is a feature that allows administrators to define the steps and tasks that need to be completed for a case based on its type and category4.
References = 1: Configuring Case Routing Rules - SAP Learning, 2: Escalation - SAP Online Help, 3: Prioritization Settings - SAP Online Help, 4: Process for Cases - SAP Online Help

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