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SAP C_C4H510_04 Dumps

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Total 114 questions
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SAP Certified Application Associate - SAP Service Cloud 2011 Questions and Answers

Question 1

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

Options:

A.

Contracts

B.

Tickets

C.

External pricing

D.

Activities

Question 2

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

Options:

A.

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

B.

You can activate the Microsoft Outlook integration for time recording.

C.

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

D.

Time recording can be done online or in offline mode.

E.

Time sheets can be submitted for approval.

Question 3

What steps must you take to set up SAP Jam as your knowledge base? Note: There are 2 correct answers to this question.

Options:

A.

Create knowledge base articles in SAP Service Cloud.

B.

Integrate with MindTouch.

C.

Configure the relevant question in scoping.

D.

Choose the correct SAP Jam group in the knowledge base configuration settings.

Question 4

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

Options:

A.

Business roles

B.

Field extensions

C.

Territories

D.

Code list restrictions

Question 5

You plan a product recall with the help of automatically generated tickets. Which tool do you use?

Options:

A.

Ticket routing rules

B.

Maintenance plan

C.

Realignment runs

D.

Activity planner

Question 6

Which objects can be used within ticket creation to automatically determine the registered product?

Options:

A.

Installed Base

B.

Installation Point

C.

Warranty

D.

Product

Question 7

What is required to set up the organizational structure correctly?

Options:

A.

The root node/uppermost node must be defined as a service organization.

B.

The root node/uppermost node must be defined as a company.

C.

The root node/uppermost node must be defined as a sales organization.

D.

The root node/uppermost node must be defined as an enterprise.

Question 8

Which settings can you control for the e-mail channel setup? Note: There are 3 correct answers to this question.

Options:

A.

Notification type

B.

Ticket type

C.

Channel type

D.

Mashup service

E.

Channel direction

Question 9

For which element do you maintain attributes such as password and security policy?

Options:

A.

Employee

B.

Business role

C.

Business user

D.

Service agent

Question 10

The system needs to be set up to route all messages from Twitter that get created as service tickets to be

handled by a specific team.

Which feature of SAP Service Cloud can help with this?

Options:

A.

SLA

B.

Work distribution

C.

Knowledge base integration

D.

Social channel setup

Question 11

Which key features of the Analytics framework allow you to monitor business processes in SAP Service Cloud? Note: There are 3 correct answers to this question.

Options:

A.

Web service message monitoring

B.

Custom reports

C.

Interactive dashboards

D.

Standard reports

E.

Inner join data sources

Question 12

Which of the following are reporting features in SAP Service Cloud? Note: There are 2 correct answers to this question.

Options:

A.

You can use a console to write SQL statements.

B.

You can add custom fields in data sources and reports.

C.

You can access data base and check raw data in tables.

D.

You can save report views and make them available to users.

Question 13

To which objects can you directly assign a registered product? Note: There are 2 correct answers to this question.

Options:

A.

Maintenance plan

B.

Appointment

C.

Installed base

D.

Territory

Question 14

Which of the following options can be used to control the access rights of a user in transactions? Note: There are 2 correct answers to this question.

Options:

A.

Activate Scoping Item Determination for Territory Owner in Transaction

B.

Usage of Delegates

C.

Assign Restriction Rules

D.

Configure Work Distribution Rules for Employees

Question 15

Which of the following is correct in the context of scoping and fine -tuning? Note: There are 2 correct answers to this question.

Options:

A.

Fine-tuning is the process of generating the activity list by answering questions about which business processes will be

implemented.

B.

Scoping is automatically generated by the system based on your fine-tuning decisions.

C.

The activity list is automatically generated by the system based on your scoping decisions.

D.

Scoping is the process of matching your individual business requirements to predefined solution capabilities.

Question 16

What are the valid schedule types when creating maintenance plans? Note: There are 2 correct answers to this question.

Options:

A.

Recall

B.

Counter based

C.

Absolute

D.

Cyclical

Question 17

The status of a ticket needs to be escalated.

Which tool can be used to achieve this?

Note: There are 2 correct answers to this question.

Options:

A.

Resource scheduler

B.

Maintenance plan

C.

Feature action within tickets

D.

Workflow rule

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