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SAP C_C4H56I_34 Exam Topics

SAP C_C4H56I_34 Exam Overview :

Exam Name: SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2
Exam Code: C_C4H56I_34
Certifications: SAP Certified Associate, SAP Implementation Consultant - SAP Service Cloud Version 2 Certifications
Actual Exam Duration: 180 minutes
Expected no. of Questions in Actual Exam: 80
See Expected Questions: SAP C_C4H56I_34 Expected Questions in Actual Exam

SAP C_C4H56I_34 Exam Objectives :

Section Weight Objectives
Master Data 11% - 20%
  • Processes for creating, maintaining, and archiving customer records.
  • Managing service offerings and product information within the system.
  • Strategies for importing existing data into SAP Service Cloud.
Cases 11% - 20%
  • Utilizing the case management functionalities of SAP Service Cloud to create, update, and close service cases effectively.
  • Applying routing rules based on predefined criteria within the SAP system to ensure cases are assigned to appropriate agents promptly.
  • Defining escalation paths in the case management process according to best practices established by SAP.
Communication Channels 11% - 20%
  • Setting up communication channels such as email, chat, and social media integration in line with SAP’s guidelines for effective customer interaction.
  • Configuring Computer Telephony Integration (CTI) features in the SAP environment to enhance communication capabilities.
  • Utilizing reporting tools within SAP Service Cloud to analyze communication channel effectiveness and customer engagement metrics.
Personalization and Extensibility 11% - 20%
  • Creating custom fields in the SAP platform to capture additional data that is relevant to specific business processes.
  • Setting up business rules using the extensibility features of SAP Service Cloud to automate processes based on specific conditions.
  • Leveraging APIs provided by SAP to integrate additional functionalities or third-party applications into the existing Service Cloud environment.
Service Elements 11% - 20%
  • Configuring SLAs in the SAP Service Cloud to define expectations for service delivery and performance metrics.
  • Setting up automated workflows in accordance with SAP guidelines that include approval processes for handling service requests efficiently.
  • Implementing feedback tools within the SAP framework to gather insights from customers regarding service quality.
Basic Setup <= 10%
  • Initial setup of the SAP Service Cloud environment.
  • Configuring connections with other SAP and non-SAP systems.
  • Basic modifications to the user interface for branding and usability.
User Management <= 10%
  • Assigning user roles and permissions.
  • Steps for adding new users to the system.
  • Monitoring user activities and changes in the system.
Service Objects <= 10%
  • Defining new service objects to manage specific service requests.
  • Customizing properties and settings for service objects.
  • Associating service objects with customer cases for streamlined management.
Official Information https://learning.sap.com/certifications/sap-certified-associate-implementation-consultant-sap-service-cloud-version-2

Updates in the SAP C_C4H56I_34 Exam Topics:

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