Pass the SAP SAP Certified Associate C_C4H56_2411 Questions and answers with CertsForce

Microsoft Teams integration in SAP Service Cloud V2 enablesusers to collaborate in shared workspaces, allowing agents to share case details, discuss issues, and coordinate within Teams channels. According to SAP documentation, "Microsoft Teams integration supports collaboration in shared workspaces to enhance team communication."

Starting a phone call with CTI(A) is a separate CTI feature, not Teams-specific.Creating and sharing knowledge articles(B) is part of knowledge base functionality, not Teams.Sending an email and linking it to a case(C) is a standard Service Cloud feature, not tied to Teams.

To configure a case routing rule to a team in SAP Service Cloud V2, theCase Typeis 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.

To enable CTI (Computer Telephony Integration) with automatic creation of interaction logs in the Agent Desktop, administrators mustEnable Activity Creationto ensure interactions (e.g., calls) are logged automatically. Additionally,Maintain Provider IDis mandatory to identify the CTI provider and establish the integration. According to SAP documentation, "Enabling Activity Creation and maintaining the Provider ID are required steps to configure CTI for automatic interaction logging."

Maintaining mapping table(A) is optional and depends on specific integration requirements.Enabling Microsoft Teams Integration(D) is unrelated to CTI interaction logs.

When creating a new product in SAP Service Cloud V2, theProduct groupis mandatory to categorize the product within the system. TheUnit of measureis also required to define how the product is quantified (e.g., pieces, kilograms). According to SAP documentation, "Creating a new product requires specifying the Product Group and Unit of Measure as mandatory fields."

Price(B) is optional, as pricing may not apply to all products.Sales area data(C) is relevant for sales processes, not mandatory for product creation in Service Cloud.

In SAP Service Cloud V2,Restriction rulesare used to define specific access constraints, such as limiting access to certain accounts or cases based on conditions.Business rolescontrol user access rights by assigning permissions to objects, views, and fields. According to SAP documentation, "Access rights are managed through Restriction Rules and Business Roles to ensure users have appropriate permissions."

Validation rules(A) enforce data integrity, not access.Autoflow(D) automates actions, not controls access.

"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."