C_C4H56I_34 Questions and Answers

Autoflow is a feature that allows you to define rules that trigger actions based on certain conditions and events. You can configure three types of actions for autoflow: send info notifications, send e-mails, and send event notifications. Send info notifications are messages that appear in the user interface of SAP Service Cloud Version 2 to inform users about the status of a process or an entity. Send e-mails are messages that are sent to external recipients, such as customers or partners, using predefined e-mail templates. Send event notifications are messages that are sent to integrated solutions, such as SAP Marketing Cloud or SAP Sales Cloud, using predefined event templates. You cannot configure autoflow to send object updates or event e-mail templates. Object updates are changes that are made to the fields or attributes of an entity, such as a case or a service order. Event e-mail templates are e-mail templates that are used to send event notifications to integrated solutions. To configure object updates, you need to use the administration tool. To configure event e-mail templates, you need to use the event management tool. References = Solution Guide for SAP Service Cloud Version 2, section “Autoflow”, page 34.

Business roles are used to assign work centers and views to users, and also to define access restrictions and authorizations for each view. By using business roles, you can control which views are visible and editable for different users or groups of users. For example, you can restrict access to certain accounts, products, or tickets based on the user’s organizational unit, territory, or other criteria. References = Apply Access Contexts and Restriction Rules, Restricting access the right way in SAP Cloud for Customer

 For Service Level Agreements (SLAs) to be correctly derived in cases within SAP Service Cloud Version 2, they need to be properly configured and activated. A common reason for SLAs not being derived could be that they have not been configured in the fine-tuning settings of the system. This setup is crucial for defining the SLAs' parameters and how they apply to various cases. Another potential issue could be that the determination rules, although configured, were not activated. These rules are essential for the system to automatically apply the correct SLA based on the case's attributes. Without activation, the system cannot utilize these rules to determine and apply SLAs to cases.

In the Customer Hub in Agent Desktop, a service agent can perform the following actions:

• Edit customer details: The agent can update the customer’s personal and business information, such as name, address, phone number, email, account, and contact person. The agent can also add or remove tags to the customer1.
• View customer details: The agent can see the customer’s basic information, such as name, address, phone number, email, account, and contact person. The agent can also see the customer’s tags, which are keywords that help to categorize and identify the customer1.
• Access interactions and notes in the timeline tab: The agent can view the chronological history of interactions with the customer, such as cases, calls, emails, chats, surveys, and visits. The agent can also see the notes that were added by other agents or by the customer2.

The agent cannot perform the following actions in the Customer Hub in Agent Desktop:

• Create a new e-mail message or a new case from the What Would You like to do? area: This action can only be done from the Communication Panel, which is a separate area in the Agent Desktop that shows the incoming and outgoing communication items, such as emails, calls, chats, and messages3.
• Launch a customer survey: This action can only be done from the Survey tabstrip, which is a separate tabstrip in the Customer Hub that shows the surveys that were sent to or received from the customer. The agent can launch a new survey from this tabstrip by selecting a survey template and a communication channel4.

References = 1: Customer Hub - SAP Online Help, 2: Timeline - SAP Online Help, 3: [Communication Panel - SAP Online Help], 4: [Survey - SAP Online Help]

You can use mashups and actions to grant user access to an SAP S/4HANA transaction in SAP Service Cloud Version 2 as an administrator. Mashups are web-based applications that combine data or functionality from different sources, such as SAP S/4HANA. Actions are predefined or custom operations that can be executed on business objects, such as opening an SAP S/4HANA transaction. To enable user access to an SAP S/4HANA transaction, you need to create a mashup for the transaction URL and configure the relevant action to call the mashup. References = SAP Service Cloud Version 2 | SAP Help Portal, SAP Service Cloud Version 2 Integration Guides for SAP S/4HANA, SAP Service Cloud Version 2 Mashups, SAP Service Cloud Version 2 Actions

 To create a New product in SAP Service Cloud Version 2, you need to specify the product group and the unit of measure as mandatory elements. The product group defines the category of the product and the unit of measure defines the quantity of the product. Sales area data and price are optional elements that can be added later or maintained in other systems. References = Solution Guide for SAP Service Cloud Version 2, page 88, [Create Products | SAP Help Portal]

 You cannot access cases in SAP Service Cloud Version 2 if you do not have the appropriate access rights or permissions. There are two possible reasons for this: either access to the Case app is not enabled for the business user, or the employee is not assigned to the correct business role. Access to the Case app is enabled by adding the Case work center and the relevant work center views to the business role assigned to the business user. The business role defines the functional scope and access rights of the user for specific tasks and operations. If the business user does not have the Case work center or the necessary work center views in their business role, they will not be able to access cases in SAP Service Cloud Version 2. Alternatively, the employee may have the Case work center and work center views in their business role, but they may not be assigned to the correct business role in the first place. The business role assignment is done in the Employee work center, where the administrator can assign one or more business roles to each employee. If the employee is not assigned to the business role that has the Case work center and work center views, they will not be able to access cases in SAP Service Cloud Version 2. References = Creating Business Roles, section “How to Add a Work Center to a Business Role” and “How to Add a Work Center View to a Business Role”; Assigning Business Roles to Employees, section “How to Assign a Business Role to an Employee”

The Timeline tabstrip in the Customer Hub of SAP Service Cloud Version 2 is designed to provide a chronological view of significant interactions and milestones related to a customer. Among the various objects that can be displayed in this timeline, Cases and Contracts are pivotal. Cases represent individual customer inquiries or issues that have been logged, tracked, and resolved over time. Contracts, on the other hand, document the formal agreements between the service provider and the customer, outlining the scope of services, terms, and conditions. These elements are crucial for a comprehensive view of the customer's history, enabling service agents to deliver informed, contextual, and efficient support

With the integration of Microsoft Teams into SAP Service Cloud Version 2, service agents gain the ability to enhance collaboration around case management. The Share Workspace icon, a key feature of this integration, allows agents to initiate shared workspaces directly from a case or within the Agent Desktop environment. This functionality facilitates real-time collaboration and communication among team members, making it easier to discuss case details, share insights, and collectively work towards resolutions, all within the familiar interface of Microsoft Teams

In SAP Service Cloud Version 2, employees can be assigned to various objects as part of the system's configuration to ensure proper management and allocation of resources. Specifically, employees can be associated with "Accounts" to manage customer relationships and interactions effectively. This allows for a personalized and efficient approach to account management, where specific employees are responsible for certain accounts, ensuring better service and accountability. Additionally, employees can be assigned to "Registered Products," which enables them to manage and oversee specific products that customers have registered or purchased. This assignment is crucial for providing targeted support and services for specific products, enhancing the overall customer service experience.

 You can assign maintenance plans and registered products to an installed base. A maintenance plan defines the schedule and scope of service activities for an installed base or a registered product. A registered product is an instance of a product that is associated with a specific customer. You can create and assign maintenance plans and registered products using the Installed Base work center. References = Using an Installed Base, page 4 and 7.

 One of the main uses for warranty management in SAP Service Cloud Version 2 is to associate a warranty with a registered product. This allows the service agent toautomatically determine the warranty coverage and validity when creating a case for a customer who owns the registered product. The warranty can include information such as the duration, the coverage option, and the start date. The warranty is created in the Products work center and then assigned to the registered product in the Registered Products work center. References = Managing Warranties - SAP Learning, Creating a Warranty - SAP Learning, Solution Guide for SAP Service Cloud Version 2, page 88

In SAP Service Cloud Version 2, you can use case routing rules to automatically assign cases to a team or a responsible employee based on various attributes of the case, such as subject, priority, channel, or category. You can also use master data such as account, contact, product, or organization as attributes for case routing rules. However, account hierarchy is not a valid attribute for case routing, as it is not a master data object but a relationship between accounts. Contact is also not a valid attribute for case routing, as it is not directly related to the case but to the account or individual customer. References = Configuring Case Routing Rules, Master Data

You can do the following things with Microsoft Teams integration in SAP Service Cloud Version 2:

• Share workspaces: You can quickly create and share a workspace via MS Teams when you need support from an expert or your manager. You can share content from within agent teams and stay up to date on the latest service requests, comments, discussions, and decisions online.
• Hand over cases: You can hand over cases to other agents or teams via MS Teams. You can also assign tasks and subtasks to other agents or teams and track their progress.
• Make outbound calls: You can make outbound calls to customers or contacts using MS Teams. You can also record the calls and attach them to the case or contact. References = Integrating SAP Service Cloud Version 2 with MS Teams, Solution Guide for SAP Service Cloud Version 2, section Microsoft Teams Integration.

An installed base is a hierarchical arrangement of products that are located or installed at a customer’s location. To use installed bases in cases, you need to perform the following actions:

• Assign a customer to the installed base. This is done by adding the customer as an involved party in the installed base header. The customer is the owner of the installed base and the products within it.
• Assign at least one registered product to the installed base. This is done by adding the registered product as an item in the installed base hierarchy. A registered product is an instance of a product that is associated with a specific customer. You can also assign products and functional locations (also known as installation points) to the installed base hierarchy. References = Using an Installed Base, Using Installed Bases and Registered Products, Explaining How to Provide Expedited Service, Set Up Guide for SAP Service Cloud Version 2

To effectively use installed bases in cases within SAP Service Cloud Version 2, it is necessary that "A customer needs to be assigned to the installed base," which links the installed base to a specific customer account, providing a clear context for service and support activities. Additionally, "At least one registered product must be assigned to the installed base" to define the scope of products or equipment covered under the installed base, enabling targeted and relevant service actions based on the specific products included.

 The categories in the service catalog can be used for service level determination, a filter option for the case summary, and case responsibility determination. Service level determination is the process of assigning a service level agreement (SLA) to a case based on the category and other attributes. A filter option for the case summary allows the user to view cases by category or subcategory. Case responsibility determination is the process of assigning a case to a service agent or a service team based on the category and other criteria. References = Configuring Categories, Creating the Statuses for Cases, Service Categorization with Machine Learning

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 dayof 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]

Within SAP Service Cloud Version 2, the available user types include "Business" and "Technical" users. Business users typically interact with the system through its front-end functionalities, focusing on tasks such as sales, service, and customer engagement. Technical users, on the other hand, are involved with the back-end aspects of the system, dealing with configuration, customization, and system administration tasks to ensure that the SAP Service Cloud operates smoothly and meets the organization's needs.

According to the SAP Service Cloud Version 2 documents and learning resources, you can use the following options to automatically assign an employee or team to a case:

• Set up rule(s) for case routing to employees. You can configure case routing rules to assign cases to specific employees based on various attributes of the case, such as subject, priority, channel, or category. You can also use master data such as account, contact, product, or organization as attributes for case routing rules. You can maintain case routing rules for employees in the Settings > Cases > Case Routing to Employees view.
• Set up rule(s) for case routing to teams. You can also configure case routing rules to assign cases to teams based on the same attributes as for employees. You can maintain case routing rules for teams in the Settings > Cases > Case Routing to Team view.

The other options are not correct because:

• Define case types and assign responsible teams and employees. You can define case types to model different types of service workflows based on your business processes. You can add phases, steps, approvals, and automated flows to each case type. However, defining case types and assigning responsible teams and employees does not automatically assign an employee or team to a case. You still need to set up case routing rules to do that.
• Set up rules with BRF+. BRF+ is a tool that allows you to create and maintain business rules in a graphical user interface. You can use BRF+ to define complex rules for various scenarios, such as pricing, output management, or workflow. However, BRF+ is not used to automatically assign an employee or team to a case in SAP Service Cloud Version 2. You need to use case routing rules for that purpose. References = Configuring Case Routing Rules, Creating a Case Type, Business Rule Framework plus (BRFplus)