SAP Exam C_C4H56I_34 Topic 1 Question 36 Discussion

According to the SAP Service Cloud Version 2 documents and learning resources, the following actions can be executed by a Service Agent from the case ''More Action'' button:

Summary. This action allows the Service Agent to create a summary of the case, which is a concise and informative description of the case details, such as the subject, the priority, the status, the category, the resolution, and the next steps. The summary can be used to communicate the case progress to the customer or to other stakeholders.

Mark as unread. This action allows the Service Agent to mark the case as unread, which means that the case will appear as new in the Agent Desktop and will require the Service Agent's attention. This action can be used to remind the Service Agent to follow up on the case or to delegate the case to another Service Agent.

Escalate. This action allows the Service Agent to escalate the case to a higher level of authority or expertise, such as a manager or a specialist. The escalation can be triggered manually by the Service Agent or automatically by the system based on predefined criteria, such as the case priority, the SLA, or the customer satisfaction. The escalation can also involve sending notifications, changing the case status, or reassigning the case to another team or employee.

The other options are not correct because:

Delete. This action is not available from the case ''More Action'' button. Deleting a case is a permanent action that removes the case and all its related data from the system. Deleting a case can only be done by an administrator or a user with the appropriate authorization in the Cases work center.

Handover. This action is not available from the case ''More Action'' button. Handing over a case is a temporary action that transfers the ownership and responsibility of the case to another Service Agent for a specific period of time. Handing over a case can be done by the Service Agent or by the system based on predefined rules in the Settings > Cases > Case Handover view.Reference=Using Agent Desktop with SAP Service Cloud,Creating a Case Type,Configuring Case Escalation,Configuring Case Handover