SAP C_C4H56I_34 Exam Dumps

The validation editor is a tool that allows you to create custom logic to validate data and display error or warning messages based on certain conditions. The validation editor has four types of blocks: Message, Condition, Action, and Workflow. However, only the Message and Condition blocks are available for creating validations. The other two blocks are used for creating determinations, which are different from validations.

The Message block is used to define the type, text, and severity of the message that will be displayed to the user when the validation is triggered. You can choose between Error, Warning, or Information messages, and customize the message text according to your needs. The severity of the message determines whether the user can proceed with the save action or not. For example, an Error message will prevent the user from saving the data, while a Warning message will allow the user to save the data with a confirmation.

The Condition block is used to specify the criteria that will trigger the validation. You can use various operators and expressions to define complex conditions based on the data in the fields. You can also use logical connectors such as AND, OR, and NOT to combine multiple conditions. For example, you can create a condition that checks if the status of a case is Closed and the resolution is empty, and then display an error message to the user.

Reference=Creating Block Based Validation in SAP Service Cloud Version 2,Working with Validations in the Service Cloud V2 Using Code Blocks,Solution Guide for SAP Service Cloud Version 2

According to the SAP Service Cloud Version 2 learning resources, to enable service agents to access and perform actions in an external solution, such as SAP S/4HANA Service, from a specific case type, the administrator has to do the following steps:

Create a mashup to embed the web page of the external solution. A mashup is a way to integrate data or functionality from another web application into SAP Service Cloud Version 2. The mashup can be configured to pass input parameters from the case to the external solution, such as the case ID, the account ID, or the product ID.

Use the web page URL of the external solution for extracting input parameters in the mashup. The web page URL of the external solution is the source of the mashup, and it can be used to define the input parameters that the mashup will send to the external solution. For example, if the web page URL of the external solution ishttps://s4hana-service.com/create-order?caseId={caseId}&accountId={accountId}, then the mashup can use the placeholders{caseId}and{accountId}to extract the values from the case and pass them to the external solution.

Include a dedicated step pointing to the mashup in one of the phases of the case type. A case type is a template that defines the phases and steps that a case goes through from creation to closure. A step is a specific action that a service agent can perform on a case, such as sending an email, creating a task, or launching a mashup. By including a dedicated step pointing to the mashup in one of the phases of the case type, the administrator can enable the service agents to access the external solution from the case screen.

The other options are not correct because:

Developing a custom business object is not necessary to access an external solution from a case type. A custom business object is a way to extend the data model of SAP Service Cloud Version 2 by creating new entities and fields that are not available in the standard solution.

Defining a custom screen for the mashup is not required to access an external solution from a case type. A custom screen is a way to create a new user interface for a custom business object or a standard business object that has been extended with custom fields. A mashup does not need a custom screen, as it uses the web page of the external solution as its user interface.Reference=Integrating SAP Customer Service, Service Operations and Field Service,Solution Guide for SAP Service Cloud Version 2

To control the reaction times of a case, you could take the following actions:

Change the priority: The priority of a case determines the urgency and importance of resolving it. By changing the priority, you can affect the due date, next response date, and completion date of the case, as well as the visibility and notification of the case. For example, you can increase the priority of a case if the customer issue is critical or time-sensitive, or decrease the priority if the issue is minor or low-impact.

Adjust the SLA: The SLA (Service Level Agreement) of a case defines the initial response and completion due time and date for the resolution of issues, based on the service level objectives (SLOs) agreed with the customer. By adjusting the SLA, you can modify the expected reaction times of the case, as well as the consequences of missing the deadlines. For example, you can extend the SLA of a case if the issue is complex or requires more investigation, or shorten the SLA if the issue is simple or urgent.

Escalate the case: Escalating a case means raising the attention and priority of the case to a higher level of authority or responsibility. By escalating a case, you can involve more senior or specialized agents, managers, or experts to handle the case, as well as notify the customer and other stakeholders of the escalation. For example, you can escalate a case if the issue is beyond your scope or expertise, or if the customer is dissatisfied or angry.

Reference=Configuring a Service Level Agreement,Configuring Case Routing Rules,SAP Service Cloud Version 2 Feature Scope

To integrate external systems into Agent Desktop, you need to have SAP Event Mesh and SAP Cloud Integration as prerequisites. SAP Event Mesh is a cloud-based event bus that enables applications to communicate with each other using events. SAP Cloud Integration is a cloud-based integration platform that allows you to connect your applications with other SAP and non-SAP cloud and on-premise applications. These components enable you to create mashups that integrate external system functions into Agent Desktop, such as creating service orders and service quotations in SAP S/4HANA or SAP S/4HANA Cloud Service Management.Reference=Integrate External SAP Systems into Agent Desktop with Mashups | SAP Help Portal,Introducing Agent Desktop in SAP Service Cloud Version 2 - openSAP Microlearning

Access restriction types are used to define the level of access that a business role has for a business service. There are three access restriction types available in SAP Service Cloud Version 2:

Unrestricted: This means that the business role has full access to all the data related to the business service, regardless of the ownership or the organizational unit.

Define specific restriction: This means that the business role has access to the data related to the business service based on certain criteria, such as the employee responsible, the territory, the account team, or the service organization. You can define the specific restriction rules for each business service in the business role details.

Restricted: This means that the business role has no access to the data related to the business service. The business service is not visible or editable for the business role.Reference=Set Up Guide for SAP Service Cloud Version 2, page 10;Solution Guide for SAP Service Cloud Version 2, page 11