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SAP C_C4H56_2411 Exam (page: 2)
SAP Certified Associate - Implementation Consultant - Service Cloud Version 2
Updated on: 12-Feb-2026

Viewing Page 2 of 11
C_C4H56_2411 PDF 80 Questions

Where are employee working hours maintained?

  1. Holiday calendar
  2. Business role
  3. Employee data
  4. Business user data

Answer(s): C

Explanation:

Employee working hours in SAP Service Cloud V2 are maintained in the Employee data. This includes details such as working hours, time zones, and availability, which are used for scheduling and case routing. According to SAP documentation, "Under the Operating Hours, you can define the working hours of the service agent" within the employee data settings. Holiday calendar (A) defines non-working days, not individual hours. Business role (B) manages access rights, not working hours. Business user data (D) includes user credentials but not working hour details.


Reference:

SAP Community: Service Level Agreement in SAP Cloud for Customer community.sap.com SAP Help Portal: Employee Data Configuration



Which objects can you use to route a case to an employee?

  1. Mashup
  2. Autoflow
  3. Input fields in the Case Designer
  4. Source

Answer(s): D

Explanation:

In SAP Service Cloud V2, the Source of a case (e.g., email, phone, social media) can be used as a condition to route a case to an employee. According to SAP documentation, "You can configure the rules to determine the Service Level for a certain ticket depending on several parameters like Ticket Type, Service Category, Source, Channel ID etc." Source is a standard attribute in routing rules to determine the appropriate employee or team.
Mashup (A) is used for external integrations, not routing. Autoflow (B) automates actions but does not route cases to employees. Input fields in the Case Designer (C) collect data but are not used for routing.


Reference:

SAP Community: Service Level Agreement in SAP Cloud for Customer community.sap.com SAP Help Portal: Case Routing Rules Configuration



Which of the following are the correct types of usage of an installed base?
Note: There are 2 correct answers to this question.

  1. Tracking measuring points
  2. Tracking installed assets
  3. Assigning warranties
  4. Assigning to a case

Answer(s): B,D

Explanation:

In SAP Service Cloud Version 2, an installed base is used to manage customer equipment and assets. Tracking installed assets is a primary function, as it allows organizations to maintain a record of customer-owned products or equipment, including details like serial numbers and locations. Assigning to a case is another key usage, enabling service agents to link a case to a specific installed base for accurate service delivery and tracking. According to SAP documentation, "An installed base represents a grouping of products installed at a customer location and can be associated with cases for service requests."
Tracking measuring points (A) is related to equipment monitoring in SAP S/4HANA, not a direct function of installed bases in Service Cloud V2. Assigning warranties (C) is managed through registered products, not installed bases.


Reference:

SAP Help Portal: Installed Base Management in SAP Service Cloud V2 SAP Learning: Asset and Installed Base Configuration



To which objects can you assign employees in SAP Service Cloud Version 2?
Note: There are 2 correct answers to this question.

  1. Accounts
  2. Service levels
  3. Response templates
  4. Registered products

Answer(s): A,D

Explanation:



Which actions are prerequisites for using registered products?
Note: There are 2 correct answers to this question.

  1. Use existing customer records
  2. Create an installed base
  3. Create numeric ranges for customers
  4. Activate the service in the business role

Answer(s): A,B

Explanation:

To use registered products in SAP Service Cloud V2, using existing customer records is a prerequisite, as registered products must be associated with a customer (account or contact) to track ownership. Additionally, creating an installed base is required, as registered products are typically grouped within an installed base to manage customer assets. According to SAP documentation, "Registered products are linked to customer records and installed bases to enable service processes like case management."
Creating numeric ranges for customers (C) is not relevant to registered products. Activating the service in the business role (D) is necessary for accessing features but is not a direct prerequisite for using registered products.


Reference:

SAP Help Portal: Registered Products in SAP Service Cloud V2 SAP Learning: Product and Installed Base Setup



Which of the following rule options can be implemented to automatically assign a case?

  1. Validation
  2. Case routing
  3. Autoflow
  4. BRF+

Answer(s): B,C

Explanation:

Automatic case assignment in SAP Service Cloud V2 can be achieved using Case routing rules, which allow administrators to define conditions (e.g., case type, priority) to route cases to specific employees or teams. Autoflow is another option, as it supports automation of case assignments by triggering actions based on predefined conditions. According to SAP documentation, "Case routing rules and autoflows enable automatic assignment of cases to employees or teams based on business logic."
Validation (A) is used to check data integrity, not for assignment. BRF+ (D) is a business rule framework used in other SAP systems but not directly in Service Cloud V2 for case assignment.


Reference:

SAP Help Portal: Case Routing and Autoflow Configuration SAP Community: Automation in SAP Service Cloud V2



What steps must an administrator perform to enable the phone channel in the Agent Desktop?
Note:
There are 2 correct answers to this question.

  1. Add a mashup service in the Agent Desktop.
  2. Integrate with a third-party CTI provider.
  3. Add the phone channel to the live interaction widget.
  4. Obtain API token credentials from the CTI provider.

Answer(s): B,D



Which of the following features are available in the adaptation tool?
Note: There are 2 correct answers to this question.

  1. Create a new URL mashup
  2. Add a new button
  3. Change the field label
  4. Add a new field

Answer(s): B,C



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