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SAP C_C4H56_2411 Exam (page: 1)
SAP Certified Associate - Implementation Consultant - Service Cloud Version 2
Updated on: 26-Oct-2025

Viewing Page 1 of 11
C_C4H56_2411 PDF 80 Questions

Which of the following options can be used to determine employees in cases based on conditions?
Note: There are 2 correct answers to this question.

  1. Input step in the Case Designer
  2. Assignment step in the Case Designer
  3. Autoflow
  4. Routing rules

Answer(s): B,D

Explanation:

In SAP Service Cloud Version 2, determining employees for case assignment based on conditions is achieved through specific configuration options. The Assignment step in the Case Designer allows administrators to define rules within the case process to assign cases to specific employees or teams based on attributes like priority, case type, or account details. This step is part of the dynamic case designer, which provides flexibility in routing cases to the appropriate employee. Additionally, Routing rules are a core feature in SAP Service Cloud V2 for case assignment. These rules enable administrators to configure conditions (e.g., case type, priority, or account) to route cases to either a team or a specific employee. According to the SAP documentation, "SAP Service Cloud Version 2 includes a flexible, easy-to-configure routing rule definition engine. You can decide whether to route Cases to a team, or to a specific employee." The routing rules are maintained under Settings Cases Case Routing to Team Case Routing to Employees. The Input step in the Case Designer is used to collect data or input from users but does not directly determine employee assignment. Autoflow is used for automating actions like sending notifications or updating fields, not for employee determination.


Reference:

SAP Help Portal: Configuring Case Routing Rules learning.sap.com SAP Learning: Configuring Case Routing Rules, SAP Service Cloud Version 2



Which of the following describe how access restrictions are governed in SAP Service Cloud Version 2?

  1. Unrestricted access rights override any restrictions you have defined.
  2. Restricted access rights override any unrestricted access you have defined.
  3. End users can decide if access rights override any restrictions.
  4. If the access rights are contradictory, the system automatically grants no access.

Answer(s): A

Explanation:

"The precedence is given to Unrestricted. For example, if a user is having 2 roles where one view is unrestricted and the same view is restricted in another role, then the user will have unrestricted access. In other words, if one role blocks the write access and another role allows it, the more permissive role takes precedence."



Which milestone can you use for service levels?

  1. Warranty validity
  2. Created-on date
  3. Initial review date
  4. Status

Answer(s): B



Which elements can you use to define a service level?
Note: There are 2 correct answers to this question.

  1. Maintenance plan
  2. Completion due on
  3. Day of the week
  4. Priority

Answer(s): B,D

Explanation:

Service levels in SAP Service Cloud V2 are defined to set timelines and priorities for case handling. Completion due on is a key element used to specify the due date for case resolution within an SLA. Priority is another critical element, as it determines the urgency of the case and influences the SLA timeline. According to SAP documentation, "Service Levels are defined in the SAP Service Cloud V2 to set the timeline for different types of Case (Ticket) based on the situation and priority." Maintenance plan (A) is related to service contracts, not SLAs. Day of the week (C) is part of operating hours configuration but not a direct element for defining service levels.


Reference:

SAP Community: Set Up Service Level In SAP Service Cloud V2 community.sap.com SAP Help Portal: SLA Setup in SAP Service Cloud V2



What can the categories in the service catalog be used for?
Note: There are 3 correct answers to this question.

  1. To control validity of the service catalog
  2. Service level determination
  3. A filter option for the case summary
  4. Business role assignment
  5. Case responsibility determination

Answer(s): A,C,E



Which object is mandatory to configure a case routing rule to a team?

  1. Party Role
  2. Employee
  3. Case Designer Step Assignment
  4. Case Type

Answer(s): D

Explanation:

To configure a case routing rule to a team in SAP Service Cloud V2, the Case Type is mandatory. Case Type defines the category and process flow of the case, serving as a primary condition for routing rules. According to SAP documentation, "The Routing rules for Cases are maintained in SAP Service Cloud Version 2 by administrators in the following path: Settings Cases Case Routing to Team Case Routing to Employees," and Case Type is a key attribute used to determine routing conditions. Party Role (A) is optional and used for specific scenarios. Employee (B) is the target of routing, not a mandatory object for configuration. Case Designer Step Assignment (C) is part of the case designer but not required for team routing rules.


Reference:

SAP Learning: Configuring Case Routing Rules learning.sap.com SAP Help Portal: Case Routing Configuration



What do you need to configure to access cases in SAP Service Cloud Version 2?

  1. Assign the business service case to a business role.
  2. Create access rights for read mode.
  3. Assign the employee to a case type.
  4. Assign access rights directly to the user.

Answer(s): A

Explanation:

To access cases in SAP Service Cloud V2, the business service case must be assigned to a business role. Business roles define the permissions and access rights for users, including access to specific objects like cases. According to SAP documentation, "Assign the business service case to a business role" is a critical step to ensure users have the necessary permissions to view and manage cases. Creating access rights for read mode (B) is not a standard configuration step for case access. Assigning the employee to a case type (C) is related to routing, not access. Assigning access rights directly to the user (D) is not supported, as access is managed through business roles.


Reference:

SAP Help Portal: Business Role Configuration in SAP Service Cloud V2 SAP Learning: Access Management in SAP Service Cloud



Which of the following steps are required to set up SAP Service Cloud Version 2?
Note: There are 2 correct answers to this question.

  1. Assign employees to organizational units
  2. Log in with an initial user
  3. Create business roles
  4. Create an organizational structure

Answer(s): C,D

Explanation:



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