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SAP Exam C_C4H56I_34 Topic 5 Question 35 Discussion

Actual exam question for SAP's C_C4H56I_34 exam
Question #: 35
Topic #: 5
[All C_C4H56I_34 Questions]

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.

Show Suggested Answer Hide Answer
Suggested Answer: A, D, E

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.

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


by Eva at May 02, 2025, 09:19 PM

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Bev
2 days ago
I think accessing interactions and notes in the timeline tab is also something a service agent can do in the Customer Hub.
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Jeanice
2 days ago
Haha, I bet the person who wrote this question has never actually used the Customer Hub before. B, D, and E are clearly the right answers.
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Eleonora
4 days ago
I'm not sure about launching a customer survey. I think that might be one of the actions as well.
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Rebbeca
9 days ago
Definitely B, D, and E. I can't imagine a service agent being able to edit customer details or launch a survey. That's more of a manager or admin function.
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Leah
11 days ago
I agree with Mila. Those are the actions that a service agent can perform in the Customer Hub in Agent Desktop.
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Mila
15 days ago
I think the service agent can edit customer details, create a new email message or case, and view customer details.
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Marge
27 days ago
I think the correct answers are B, D, and E. Editing customer details and launching a customer survey seem a bit out of scope for a service agent in the Customer Hub.
upvoted 0 times
Shaunna
8 days ago
I believe the correct answers are B, D, and E.
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