Online Access Free C-C4H56-2411 Exam Questions

What steps are required to determine the GOLD service level? Note: There are 2 correct answers to this question.

• A.Create and activate a service level determination rule where the condition is: WHEN Escalation Status == 'ESCALATED' THEN Service Level is GOLD
• B.Create and activate a new service level called 'GOLD' in the Case Designer.
• C.Create and activate a service level determination rule where the condition is: WHEN Priority == 'Immediate' THEN Service Level is GOLD
• D.Create and activate a new service level called 'GOLD' for escalated cases.

For which objects can you utilize categories in service catalogs? Note: There are 2 correct answers to this question.

• A.Tasks
• B.Cases
• C.Registered products
• D.Phone calls

You want to use CTI with automatic creation of interaction logs within the Agent Desktop. Which of the following activation steps are mandatory? Note: There are 2 correct answers to this question.

• A.Enable Microsoft Teams Integration for Activities
• B.Enable Activity Creation
• C.Maintain Provider ID
• D.Maintain mapping table for CTI and SAP Service Cloud Solution

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

• A.Mashup
• B.Source
• C.Autoflow
• D.Input fields in the Case Designer

Where are employee working hours maintained?

• A.Business user data
• B.Holiday calendar
• C.Employee data
• D.Business role