C_C4H56I_34 - SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2
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Course
Computers
Institution
Computers
This course prepares participants for the SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 (C_C4H56I_34) certification. Learners will explore the advanced features and capabilities of SAP Service Cloud, focusing on implementation strategies, service management proce...
Question 1
What is the primary purpose of the account master data in SAP Service Cloud?
A) To track employee performance
B) To manage customer relationships
C) To oversee financial transactions
D) To configure system settings
Answer: B) To manage customer relationships
Explanation: The account master data is essential for managing and tracking
customer relationships, enabling businesses to have a comprehensive view of
their customers.
Question 2
Which of the following data types is considered a part of master data in SAP
Service Cloud?
A) Sales Orders
B) Product Catalog
C) Service Tickets
D) System Logs
Answer: B) Product Catalog
Explanation: The product catalog is part of the master data that provides detailed
information about the products available for sale and service offerings.
Question 3
When creating contact master data, which information is typically included?
A) Only email addresses
B) Personal preferences and hobbies
C) Name, email, phone number, and associated accounts
D) Purchase history
,Answer: C) Name, email, phone number, and associated accounts
Explanation: Contact master data generally includes essential contact details and
links to associated accounts for effective relationship management.
Question 4
In SAP Service Cloud, what is the significance of organization master data?
A) It details customer feedback.
B) It contains employee payroll information.
C) It defines the structure of customer organizations and their hierarchies.
D) It tracks product sales trends.
Answer: C) It defines the structure of customer organizations and their
hierarchies.
Explanation: Organization master data is crucial for understanding the structure
and relationships within customer organizations, facilitating better service
delivery.
Question 5
Which of the following best describes the role of employee master data in SAP
Service Cloud?
A) It stores customer purchase history.
B) It tracks inventory levels.
C) It contains personal and professional information about employees involved in
service processes.
D) It logs system errors.
Answer: C) It contains personal and professional information about employees
involved in service processes.
Explanation: Employee master data encompasses critical information about
employees, aiding in the management of service processes and ensuring effective
staffing.
,Question 6
What must be considered when setting up product master data?
A) Employee availability
B) Customer payment terms
C) Product specifications and pricing
D) System maintenance schedules
Answer: C) Product specifications and pricing
Explanation: When setting up product master data, it’s essential to include
detailed product specifications and pricing to ensure accurate service and sales
processes.
Question 7
Which SAP Service Cloud feature helps ensure the accuracy of master data?
A) Workflow automation
B) Data validation rules
C) User access logs
D) Change history
Answer: B) Data validation rules
Explanation: Data validation rules are implemented to maintain the integrity and
accuracy of master data by ensuring that the entered data meets specific criteria.
Question 8
In the context of SAP Service Cloud, what is a potential consequence of poorly
managed master data?
A) Improved customer satisfaction
B) Increased sales opportunities
C) Inefficient service delivery and decision-making
D) Enhanced employee performance
, Answer: C) Inefficient service delivery and decision-making
Explanation: Poorly managed master data can lead to incorrect information being
used in service processes, resulting in inefficiencies and poor decision-making.
Question 9
How can organizations maintain the quality of master data in SAP Service Cloud?
A) By limiting user access
B) By conducting regular data audits and clean-up activities
C) By using complex coding
D) By avoiding system updates
Answer: B) By conducting regular data audits and clean-up activities
Explanation: Regular audits and clean-up activities help ensure that master data
remains accurate and relevant over time.
Question 10
What is the role of data governance in managing master data?
A) To control system performance
B) To establish policies and standards for data management
C) To track sales performance
D) To manage software licenses
Answer: B) To establish policies and standards for data management
Explanation: Data governance provides a framework for managing data integrity,
security, and quality, ensuring that master data aligns with organizational
standards.
Question 11
Which field in the account master data is typically used to segment customers?
A) Contact preferences
B) Account type
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