C_C4H56_2411 - SAP Service Cloud Version 2

Exam Code: C_C4H56_2411

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Topic Areas: Please note the list of topics that may be covered within this certification.

Basic Setup

Exam percentage: <=10

Related course code: Basic setup of system including first time system configuration steps.

Master Data

Exam percentage: <=10

Related course code: Set up master data regarding Account, Contact, Product, Organization and employees.

User Management

Exam percentage: <=10

Related course code: Manage the creation of User and business roles including authorizations.

Service Objects

Exam percentage: <=10

Related course code: Set up the service objects Registered Products, Installed Base and Warranty.

Service Elements

Exam percentage: 11-20%

Related course code: Configuration SLA, Categories and Case Routing.

Cases

Exam percentage: 11-20%

Related course code: Configuration Document Types, Party Role, Status Schema and Business Flows.

Communication Channels

Exam percentage: <=10

Related course code: Configuring the Agent Desktop for CTI and Interaction Center Processes. Configuration of the communication channel E-Mail to manage E-Mail Inbound scenarios including configuration Response Templates for Outbound scenarios.

Personalization and Extensibility

Exam percentage: 11-20%

Related course code: Manage the Personalization, Extension fields, Validations and Determinations.

Integration

Exam percentage: <=10

Related course code: Integration scenarios supported by SAP Service Cloud Version 2

Scenario Based Questions

Exam percentage: 11-20%

Related course code: Questions based on fictional scenario to examine SAP Service Cloud Version 2 Knowledge

Managing Clean Core

Exam percentage: <=10

Related course code: Evaluate and apply clean core principles to CX so that they can maximize business process agility, reduce adaptation efforts, and accelerate innovation.

“Pass rate for this exam is 68%, that means you should answer 55 questions correctly out of 80. Please note we provide you total 80 Questions & Answers for your perusal”.

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