Free Practice Questions for SAP C_C4H56I_34 Exam

You can find existing cases in SAP Service Cloud Version 2 in two ways:

In the My Cases Summary card available in the home page. This card shows you the number of cases assigned to you, grouped by priority and status. You can click on any of the numbers to open a list of the corresponding cases. You can also click on the View All button to see all your cases in a table view.

In the case worklist by choosing the Case app from the menu. This app allows you to view, filter, sort, and search for cases based on various criteria. You can also create new cases, edit existing cases, and perform actions on cases from this app. References = Solution Guide for SAP Service Cloud Version 2, section Cases.

End users can access the Customer Hub in Agent Desktop:

Manually via the menu (B): Agents navigate to the Customer Hub app to search for customers.

Automatically during recognized calls (C): If the caller’s number matches a known customer, the Customer Hub opens.

Customer identification (A) is part of manual navigation, not a separate access method.

Unknown callers (D) do not trigger automatic Customer Hub access.

References:

SAP Help Portal: Customer Hub Access in Agent Desktop

SAP Documentation: Automated Customer Hub Triggering

Case routing is a feature that allows you to define rules for automatically assigning cases to teams or employees based on certain attributes, such as the product, channel, priority, or subject of the case. You can use case routing to ensure that all cases with a specific product that has a known fault are routed to the escalation team, who can handle them with higher priority and expertise. You can configure case routing rules in SAP Service Cloud Version 2 by going to Settings -> Cases -> Case Routing to Team or Case Routing to Employees. References = Configuring Case Routing Rules, page 2 and 3.

When creating a case, mandatory attributes include:

Case type (D): Defines the process, fields, and workflows for the case.

Subject (C): A brief description of the case’s purpose.

Status (B) is typically auto-populated (e.g., "Open") but can be configured as mandatory.

Installed base (A) is optional unless tied to specific service scenarios.

References:

SAP Help Portal: Case Management Configuration

SAP Documentation: Mandatory Case Attributes

From the "More Actions" menu, Service Agents can:

Mark as Unread (C): Flags the case for follow-up.

Handover (D): Transfers the case to another agent or team.

Escalate (E): Elevates the case to a higher support tier.

Why other options are incorrect:

A. Delete: Restricted to administrative roles.

B. Summary: A view option, not an actionable function.

References:

SAP Service Cloud Agent Desktop Guide: "Case Actions and Workflow".

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".

When creating a service catalog in SAP Service Cloud Version 2, you can use category and subcategory as the main categories to organize your services. A category is a high-level grouping of services that share a common theme or purpose, such as repair, maintenance, or installation. A subcategory is a lower-level grouping of services that belong to a category and provide more specific details, such as brake repair, oil change, or software installation. You can create multiple levels of subcategories to create a hierarchical structure for your service catalog. You can also assign attributes, such as priority, channel, or status, to each category or subcategory to define the service characteristics and conditions. Cause category and incident category are not categories that you can use when creating a service catalog. They are categories that you can use when creating a case to capture the root cause and the type of the service request, respectively. References = Configuring Categories, section “Service Categories” and “How to Create a Service Catalog”

Warranties in SAP Service Cloud can be assigned non-covered categories (C), which define service categories excluded from warranty coverage.

Dates (A) and duration (B) are inherent properties of warranties but are not "assigned" as attributes.

Registered products (D) are linked to warranties but are not attributes of the warranty itself.

References:

SAP Help Portal: Warranty Management

SAP Documentation: Configuring Warranty Attributes

To assign employees to multiple organizational units, you need to assign them directly to different organizational objects. This can be done by creating positions that incorporate the organizational units and then assigning the employees to those positions. The Primary flag in the organization unit is used to indicate the main organizational unit for an employee or a manager, but it does not prevent them from being assigned to other organizational units. Acquiring an additional license for the required add-on is not relevant for this scenario. Assigning the employee at company level is not sufficient to assign them to multiple organizational units, as the company level is the root of the organizational structure and does not reflect the specific functions or teams of the employees. References = Setting Up a Service Organization, Create an Org Unit