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SAP C_C4H510_21 Dumps

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Total 117 questions
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SAP Certified Application Associate – SAP Service Cloud 2111 Questions and Answers

Question 1

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

Options:

A.

Define a template.

B.

Set up an approval process.

C.

Activate Live Activity Configuration.

D.

Create a customer and assign an e-mail address.

Question 2

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

Options:

A.

Maintenance plan

B.

Visit

C.

Contract

D.

Ticket

Question 3

Which objects are determined when you are using ticket routing in SAP Service Cloud? Note: There are 3 correct answers to this question.

Options:

A.

Organization

B.

Service category

C.

Territory

D.

Employee

E.

Account

Question 4

Which types of work distribution are possible for routing tickets in SAP Service Cloud? Note: There are 3 correct answers to this question.

Options:

A.

Account work distribution

B.

Organizational work distribution

C.

Service category distribution

D.

Territory work distribution

E.

Employee work distribution

Question 5

Which elements are used to calculate the due dates defined in Service Level Agreements (SLAs)? Note: There are 2 correct answers to this question.

Options:

A.

Operating hours

B.

Maintenance plan

C.

Service contract

D.

Working calendar

Question 6

Because some activities can be carried out in multiple views, which of the following is correct regarding access rights?

Options:

A.

If an activity is contained in multiple views and the access rights are contradictory, the system automatically grants no

access.

B.

You can decide, per view, if the access rights should override any restrictions you have defined or not.

C.

Unrestricted access rights override any restrictions you have defined.

D.

Restricted access rights override any unrestricted access you have defined.

Question 7

Which of the following standard objects are supported by the Data Workbench? Note: There are 2 correct answers to this question.

Options:

A.

Resource scheduler

B.

Account

C.

Contacts

D.

Warranty

Question 8

Which feature helps to ensure that e-mail responses sent by the service agent have the correct branding?

Options:

A.

Workflow rules

B.

Routing rules

C.

Templates

D.

Knowledge base

Question 9

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 10

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

Options:

A.

Ticket

B.

Visit

C.

Maintenance plan

D.

Contract

Question 11

Which of the following actions can you perform to configure access rights? Note: There are 3 correct answers to this question.

Options:

A.

Set access restrictions.

B.

Control access on field and action level.

C.

Create service level agreements.

D.

Assign work centers and views.

E.

Maintain the service catalog.

Question 12

: Which fields can be pre-filled in the ticket template when you create a maintenance plan? Note: There are 3 correct answers to this question.

Options:

A.

Ticket ID

B.

Priority

C.

Installed Base

D.

Ticket Type

E.

Service Category

Question 13

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 14

Which actions are prerequisites to implement registered products? Note: There are 2 correct answers to this question.

Options:

A.

Scope registered products

B.

Purchase a license for the registered product

C.

Maintain the installed base

D.

Maintain number ranges for customers

Question 15

In the SAP Service Cloud Ul, which of the following field properties can be controlled in the page layout? Note: There are 2 correct answers to this question.

Options:

A.

Mandatory

B.

Read-only

C.

Query

D.

New field

Question 16

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 17

When a customer calls in with a problem with their product, which feature helps the service agent quickly identify the unique product ?

Options:

A.

Registered product

B.

Installed base

C.

Service contract

D.

Service warranty

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