Pass the SAP SAP Certified Application Associate C_C4H56I_34 Questions and answers with CertsForce

The Entities facet in the Customer Hub displays transactional objects linked to the customer:

Service orders (B): Track service delivery or repairs.

Cases (C): Record customer issues and resolutions.

Maintenance plans (A) and registered products (D) appear in other facets (e.g., Assets).

References:

SAP Help Portal: Customer Hub Entities Facet

SAP Documentation: Entities Facet Configuration

Option C is correct because the customer will need to provision new tenants through SAP for Me, which is a self-service portal that provides access to SAP products, services, and support12.

Option D is correct because the business settings will need to be activated for the tenant, which enables the tenant to use the features and functions of SAP Service Cloud Version 23.

Option A is incorrect because the administrator does not need to create an initial user in order to log in to the tenant for the first time. The initial user is created automatically by SAP and the credentials are sent to the customer via email3.

Option B is incorrect because any test tenant does not need to be purchased separately. The customer can choose to purchase a test tenant along with the production tenant, or request a test tenant later through SAP for Me2. References =

Defining the Scope - SAP Learning

Solution Guide for SAP Service Cloud Version 2

Version 2 Onboarding Guide for SAP Service Cloud

Set Up Guide for SAP Service Cloud Version 2 - SAP Online Help

To enable the phone channel in Agent Desktop:

Integrate with a CTI provider (D): SAP Service Cloud requires third-party CTI integration (e.g., Genesys, Cisco) for telephony functions.

Add the phone channel to the live interaction widget (C): Configure the widget in Agent Desktop to include phone capabilities.

API token credentials (A) are part of CTI provider setup but not direct admin steps in Service Cloud.

Mashup services (B) are used for embedding external apps, not phone channel activation.

References:

SAP Help Portal: Configuring the Phone Channel

SAP Documentation: CTI Integration Guide

The due dates defined in Service Level Agreements are calculated based on the following elements:

Working calendar: This is a calendar that defines the working days and hours for a specific country or region. It also includes the public holidays and other non-working days for that location. The working calendar is used to determine the actual duration of a service level objective, excluding the non-working time12.

Operating hours: This is a time interval that defines the availability of a service team or an individual employee. It specifies the start and end time of the working hours for each day of the week. The operating hours are used to determine the actual response time of a service level objective, excluding the time when the service team or employee is not available3 .

The service contract and the maintenance plan are not elements that are used to calculate the due dates defined in Service Level Agreements. The service contract is an agreement between a service provider and a customer that defines the scope, terms, and conditions of the service delivery. The maintenance plan is a schedule that defines the frequency and type of maintenance activities for an installed base object.

References = 1: Working Calendar - SAP Online Help, 2: Configuring a Service Level Agreement - SAP Learning, 3: Operating Hours - SAP Online Help, : [Using Service Level Agreements - SAP Learning], : [Service Contract - SAP Online Help], : [Maintenance Plan - SAP Online Help]