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SAP C_C4H51_2405 Dumps

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Total 80 questions
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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Questions and Answers

Question 1

Which data is replicated unidirectionally from SAP Service Cloud to SAP CRM?

Options:

A.

External pricing

B.

Products

C.

Social media profiles

D.

Accounts

Question 2

In the ticket, no warranty is determined for a registered product. What might be the cause?

Note: There are 2correct answers to this question.

Options:

A.

The registered product is not assigned to an installed base.

B.

The warranty is not assigned to an installed base.

C.

The warranty is not assigned to a registered product.

D.

The warranty is expired.

Question 3

Which elements can be used to restrict access to views? Note: There are 2correct answers to this question.

Options:

A.

Business roles

B.

Territories

C.

Validation rules

D.

Code list restrictions

Question 4

Which action should an administrator take to get a system bug fixed within SAP Service Cloud?

Options:

A.

Implement the provided Hot Fix number.

B.

Create an incident.

C.

Report a ticket.

D.

Send an email to SAP Cloud Support.

Question 5

How can you upload data to a cloud data source? Note: There are 2correct answers to this question.

Options:

A.

Using a Web service

B.

Scheduled upload using a CSV file

C.

Manual upload using a CSV file

D.

Maintain an HTML mashup

Question 6

What must you consider when you want to upload master data to SAP Service Cloud using templates?

Note: There are 2correct answers to this question.

Options:

A.

Data can be loaded or changed only once.

B.

You'll need to create an initial file based on predefined fields.

C.

You'll need to cleanse the legacy data.

D.

The migration run requires an approval from SAP Cloud Support.

Question 7

Which objects and settings can be used to determine a service ticket processing team? Note: There are 2correct answers to this question.

Options:

A.

Determination of involved parties

B.

SLA Determination

C.

Party roles

D.

Delegation rules

Question 8

Which restriction rules can you use to control the access to an installed base? Note: There are 2correct answers to this question.

Options:

A.

Business role

B.

Territories

C.

Measurement and reading

D.

Employee

Question 9

Which fields can be used to maintain service levels? Note: There are 2correct answers to this question.

Options:

A.

Due Date

B.

Custom fields

C.

Priority

D.

Category

Question 10

You have determined that one of your products has a known fault. You want to ensure that all cases

with that product are automatically assigned to the escalation team. Which feature in SAP Service

Cloud Version 2 would you use to do this?

Options:

A.

Notifications

B.

Case routing

C.

SLA

D.

Service categories

Question 11

Which steps are recommended to upload data into SAP Service Cloud through the Data Workbench? Note: There are 2correct answers to this question.

Options:

A.

Download the template.

B.

Map the data fields to the data fields offered in the template.

C.

Schedule an MDRO job.

D.

Delete the header with the field names in the template.

Question 12

What are the main uses for warranty management in SAP Service Cloud? Note: There are 2correct answers to this question.

Options:

A.

Routing rules can be applied to warranties.

B.

The agent is prompted to upsell a warranty to the customer.

C.

When an agent creates a ticket with a registered product, the warranty is automatically determined.

D.

The system can be set up so that certain incident categories are not covered.

Question 13

Which of the following API types does SAP recommend to use to achieve clean core integrations? Note: There are 2correct answers to this question.

Options:

A.

IDoc

B.

OData

C.

RFC

D.

SOAP

Question 14

Your company would like to have reports with combined evaluations from two different datasources. How can you achieve this goal?

Note: There are 2correct answers to this question.

Options:

A.

Create a joined data source

B.

Create an interactive dashboard

C.

Create a report based on the Tickets data source

D.

Create a Cloud data source

Question 15

Which of the following objects can be replicated from SAP Service Cloud to SAP Field Service Management?

Note: There are 2correct answers to this question.

Options:

A.

Service contracts

B.

Installed bases

C.

Contacts

D.

Registered products

Question 16

Which configuration steps can be used in SAP Service Cloud to send emails to a customer? Note: There are 2correct answers to this question.

Options:

A.

Set up an approval process.

B.

Create a customer and assign an email address.

C.

Activate Live Activity Configuration.

D.

Define a template.

Question 17

Which service objects can you display on an installed base? Note: There are 2correct answers to this question.

Options:

A.

Maintenance plan

B.

Ticket

C.

Warranty

D.

Contract

Question 18

You have configured the service level agreements (SLAs) and their determination rules, but they are not derived in the service ticket. Which of the following could be a reason for this?

Note: There are 2correct answers to this question.

Options:

A.

The determination rules have been configured, but not activated.

B.

SLAS are not configured in fine-tuning.

C.

A workflow rule was not scheduled to trigger the determination.

D.

SLAs are not activated in project scoping.

Question 19

Which of the following objects can you assign to an installed base at item level? Note: There are 3correct answers to this question.

Options:

A.

Product

B.

Text

C.

Registered product

D.

Maintenance plan

E.

Warranty

Question 20

When an end user logs an incident in SAP Service Cloud, what can the administrator do to manage the incident? Note: There are 2correct answers to this question.

Options:

A.

Change the priority to Escalated.

B.

Set the action to Propose Solution.

C.

Maintain the Incident Context.

D.

Push the incident to SAP Service Cloud support.

Question 21

Which key features of the Analytics framework allow you to monitor business processes in SAP Service Cloud?

Note: There are 3correct answers to this question.

Options:

A.

Custom reports

B.

Data sources

C.

Interactive dashboards

D.

Web service message monitoring

E.

Standard reports

Question 22

Which of the following apply to time recording? Note: There are 3correct answers to this question.

Options:

A.

Automatic time recording can be done by choosing "Start recording" and "Stop recording".

B.

Time sheets can be submitted for approval.

C.

You can activate Microsoft Outlook integration for time recording.

D.

Code list restrictions are not possible for the Time Type field.

E.

Time recording can be done without assignment to a ticket.

Question 23

Which key scoping elements can be defined under the Business Configuration work center in SAP Service Cloud?

Options:

A.

Countries, scoping, activating dashboard designer

B.

Countries, scoping, live activity configuration

C.

Countries, business processes, integrations

D.

Countries, business processes, business users

Question 24

What can you do to give employees easy access to a centralized repository of information that would help with ticket resolution?

Options:

A.

Create and assign a survey to a ticket

B.

Configure a response template

C.

Integrate an external knowledge base

D.

Set up a knowledge base for service contracts

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