SAP Service Cloud Version 2 - SAP Certification

[KarpagavalliK]

"You don’t have to be the smartest person in the room; you just have to be the most committed to learning." - Jeff Bezos

Do you want to learn more about the latest buzz “SAP Service Cloud V2 Certification"? You are at the right spot to get all the information you need in one place.

Introduction to Service Cloud V2

The SAP Service Cloud V2 built using Cloud Native Stack assists you in optimizing customer lifetime value by connecting positive experiences to solutions that are significant to customers.

It includes various key concepts, such as:

• Case management offers guided phases to streamline the agent's case processing and, in the end, expedite the resolution process while enhancing accountability.


• Enhanced Agent Desktop


• Email2Case scenario where case would be created for all incoming email interactions configured for a particular email channel.


• Autoflows to send automated emails, to create notifications, etc.,

Certification ID

You can check the Certification details for SAP Service Cloud Version 2 here - C_C4H56I_34 - SAP Certified Application Associate - SAP Service Cloud Version 2

Sample Badge

SAP Service Cloud V2 Sample Badge

Topic Areas & Weightage

Topic Areas	Items	Weightage
Master Data	Set up master data regarding Account, Contact, Product, Organization, and employees.	11% - 20%
Cases	Configuration Document Types, Party Role, Status Schema and Business Flows	11% - 20%
Communication Channels	Configuration the Agent Desktop for CTI and Interaction Center Processes. Configuration of the communication channel E-Mail to manage E-Mail Inbound scenarios including configuration Response Templates for Outbound scenarios	11% - 20%
Personalization and Extensibility	Manage the Personalization, Extension fields, Validations and Determinations	11% - 20%
Service Elements	Configuration SLA, Categories and Case Routing	11% - 20%
Basic Setup	Enable the system through Activation of Services to be able to make the system SSC V2.0 ready for implementation	<=10%
User Management	Manage the creation of User and business roles including authorization	<=10%
Service Objects	Set up the service objects Registered Products, Installed Base and Warranty	<=10%

Note: Always refer to the training portal to get the current details on topic areas and weightage since SAP reserves the right to update the exam content (topics, items, weighting) at any time.

Learning Journey

Learning Journey covers all the objectives mentioned about to learn and experience about SAP Service Cloud Version 2. It includes 9 units explaining about the implementation to setting master data and other admin configs.

You can check the learning journey course content here.

My Key Takeaways

• First and foremost, being able to comprehend the concepts was greatly aided by my hands-on experience with SAP Service Cloud Version 2.


• If you haven't had the opportunity to work with a live tenant, the learning journey offers guided hands-on exercises that will assist you gain understanding of the key concepts.


• Since each unit covers specific objective, carries weightage, and provides guided hands-on experiences, it helps to cover all 9 units for the certification.


• Attend all the quizzes at the end of each unit which helps to assess the knowledge gained from each unit.


• You can also find few sample questions here.

Reference links

You can check the help portal to get latest information about SAP Service Cloud Version 2.

 

Good Luck for your preparation. Learning experience differs from person to person and I’m all ears to know about your journey as well. Please share your thoughts/ experiences in the comment below.

Thank you!