Online Access Free SAP.C_C4H56_2411.v2025-10-03.q54 Practice Test (Page 12)

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SAP.C_C4H56_2411.v2025-10-03.q54 Practice Test (Page 12)

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C_C4H56_2411 Exam Question 51

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

A.Tasks

B.Phone calls

C.Cases

D.Registered products

Correct Answer: A,C

In SAP Service Cloud V2, categories in service catalogs are used to organize and manage service-related objects. Tasks and Cases can utilize service catalog categories to classify and streamline service processes, such as assigning SLAs or routing cases. According to SAP documentation, "Service catalog categories can be applied to Tasks and Cases to support service level determination and case management." Phone calls (B) are interactions, not categorized via service catalogs. Registered products (D) are managed under installed bases, not service catalogs.
Reference:
SAP Help Portal: Service Catalog Configuration in SAP Service Cloud V2
SAP Community: Service Catalog Usage

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C_C4H56_2411 Exam Question 52

Which of the following actions can a service agent perform in the Customer Hub in Agent Desktop? Note: There are 3 correct answers to this question.

A.View customer details

B.Access interactions and notes in the timeline tab

C.Launch a customer survey

D.Edit customer details

E.Create a new e-mail message or a new case from the What Would You Like To Do? area

Correct Answer: A,B,E

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C_C4H56_2411 Exam Question 53

What are the prerequisites for integrating external systems into Agent Desktop? Note: There are 2 correct answers to this question.

A.SAP Cloud Integration

B.SAP Build Apps

C.Machine learning

D.SAP Event Mesh

Correct Answer: A,D

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C_C4H56_2411 Exam Question 54

What options are available to automatically assign an employee or team to a case? Note: There are 2 correct answers to this question.

A.Set up rule(s) for case routing to employees.

B.Define case types and assign responsible teams and employees.

C.Set up rules with BRF+.

D.Set up rule(s) for case routing to teams.

Correct Answer: A,D

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