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SAP C-C4H56I-34最新受験攻略 & C-C4H56I-34受験資格

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SAP C-C4H56I-34 認定試験の出題範囲：

トピック
出題範囲

トピック 1

サービス要素: SAP コンサルタントは、サービス提供基準を維持するためのサービスレベル契約 (SLA) の構成、承認メカニズムを備えたワークフローの確立、顧客満足度のためのフィードバックツールの実装について詳しく検討します。これらの要素により、構造化された顧客中心のサービス運用が保証されます。

トピック 2

コミュニケーションチャネル: SAP コンサルタントは、電子メール、チャット、電話などの複数のコミュニケーションチャネルの構成、コミュニケーション効率を高めるための CTI システムの統合、チャネルパフォーマンスの監視について学習します。これにより、効果的な顧客とのやり取りとチャネルの最適化が保証されます。

トピック 3

ケース: このトピックでは、SAP コンサルタントに、作成、更新、解決など、顧客ケースを処理するプロセスについて説明します。適切なエージェントにケースをルーティングし、エスカレーションルールを設定するテクニックが強調され、優れた顧客サービスを実現するための効率的なケース管理とエスカレーション処理が保証されます。

トピック 4

パーソナライゼーションと拡張性: このトピックでは、SAP コンサルタントが、追加のビジネスデータを取得するためのカスタムフィールドとオブジェクトの作成、カスタマイズされたシステム動作のためのビジネスルールの構成、サードパーティアプリケーションを統合するための API による機能拡張について説明します。

>> SAP C-C4H56I-34最新受験攻略 <<

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SAP Certified Application Associate - SAP Service Cloud Version 2 認定 C-C4H56I-34 試験問題 (Q29-Q34):

質問 # 29
Which elements can be used to determine the reaction time in Service Level Agreements? Note:
There are 2 correct answers to this question.

A. Maintenance plan
B. Priority
C. Case types
D. Sales contract

正解：B、C

質問 # 30
Which of the following objects can you assign to an installed base at item level? Note: There are 2 correct answers to this question.

A. Product
B. Maintenance plan
C. Registered product
D. Warranty

正解：A、C

解説：
When you create or edit an installed base, you can assign different objects to it at item level. The objects that you can assign are:
Product: This is a generic product that is not serialized or tracked individually. You can assign a product to an installed base to indicate the type or category of the product that is installed at the customer site.
For example, you can assign a product called "Laptop" to an installed base to represent any laptop that belongs to that installed base.
Registered product: This is a serialized product that has a unique identifier and can be tracked individually. You can assign a registered product to an installed base to indicate the specific product that is installed at the customer site. For example, you can assign a registered product with a serial number
"123456789" to an installed base to represent a particular laptop that belongs to that installed base. A registered product can also have warranty and maintenance plan information associated with it.
Functional location: This is a logical or physical location where the products are installed or used. You can assign a functional location to an installed base to create a hierarchical structure of the installed base. For example, you can assign a functional location called "Office A" to an installed base to represent a sub-location within the installed base where some products are located. A functional location can also have other functional locations, products, or registered products assigned to it as sub-items.
Maintenance plan: This is a plan that defines the schedule and scope of the maintenance activities for the products. You cannot assign a maintenance plan to an installed base at item level. A maintenance plan can only be assigned to a registered product as a sub-item. For example, you can assign a maintenance plan called "Annual Service" to a registered product to indicate the frequency and type of service that the product requires.
Warranty: This is a contract that defines the terms and conditions of the warranty coverage for the products. You cannot assign a warranty to an installed base at item level. A warranty can only be assigned to a registered product as a sub-item. For example, you can assign a warranty called "Standard Warranty" to a registered product to indicate the duration and scope of the warranty that the product has. References = Using an Installed Base; Using Installed Bases and Registered Products

質問 # 31
Which action should an administrator take to get a system bug fixed within SAP Service Cloud

A. Implement the provided hotfix number
B. Report an issue via case
C. Create an incident
D. Send an e-mail to SAP Cloud Support

正解：C

質問 # 32
Which objects are needed to create a registered product? Note: There are 2 correct answers to this question.

A. Product
B. Customer
C. Installed base
D. Contract

正解：A、B

解説：
To create a registered product in SAP Service Cloud Version 2, you need the following objects:
Product: This is the generic definition of the product that you want to register. It contains the basic information such as the name, description, category, and price of the product. You can create products in the Products work center, under the Products view.
Customer: This is the individual or organization that owns the registered product. It can be either an account or an individual customer. You can create customers in the Customers work center, under the Accounts or Individual Customers view.
The other objects are not mandatory for creating a registered product, but they can be used to provide additional information or functionality. For example:
Installed base: This is a collection of registered products that belong to the same customer and are located at the same site. It can be used to group and manage related registered products more easily. You can create installed bases in the Installed Base work center, under the Installed Base view.
Contract: This is an agreement between the customer and the service provider that defines the terms and conditions of the service delivery. It can be used to determine the service entitlements and pricing for the registered product. You can create contracts in the Contracts work center, under the Contracts view.
References =
Creating a Registered Product - SAP Learning, slide 3-4
Solution Guide for SAP Service Cloud Version 2, page 31-32

質問 # 33
Which attribute can you assign to a warranty?

A. Dates
B. Non-covered categories
C. Registered products
D. Duration

正解：B

解説：
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

質問 # 34
......

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