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  5. SAP Certified Application Associate – SAP Service Cloud 2111 Questions and Answers

C_C4H510_21 Sample Questions Answers

Questions 4

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

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Questions 5

What must you consider when you want to upload master data to SAP Service Cloud using templates? Note: There are 2 correct answers to this question.

Options:

A.

Data can be loaded only once.

B.

Field definitions are not relevant.

C.

There is a template available for each object that allows tool-supported migration.

D.

The template structure is predefined and cannot be changed.

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Questions 6

What are the steps required to set up an approval process? Note: There are 3 correct answers to this question.

Options:

A.

Configure a resource scheduler.

B.

Create a new registered product.

C.

Configure process steps and define work distribution.

D.

Set validity from and to dates.

E.

Copy an existing approval process and modify the details.

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Questions 7

Which actions are needed to see the restriction rules in access restrictions? Note: There are 3 correct answers to this question.

Options:

A.

Set the access rights to display.

B.

Set the write access to restricted.

C.

Set the access rights to edit.

D.

Set the read access to restricted.

E.

Set the read and write access to restricted.

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Questions 8

: 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

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Questions 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

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Questions 10

Which actions can be taken to see the restriction rules in access restrictions? Note: There are 3 correct answers to this question.

Options:

A.

Set the access rights to edit.

B.

Set the read and write access to restricted.

C.

Set the read access to restricted.

D.

Set the access rights to display.

E.

Set the write access to restricted.

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Questions 11

What is one consequence of scoping the installed base option?

Options:

A.

The Measurements feature is activated.

B.

The Registered Product scoping option will be selected automatically.

C.

Warranty management is available in service tickets.

D.

The number of available standard reports is reduced.

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Questions 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.

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Questions 13

Which objects are needed to create a registered product? Note: There are 2 correct answers to this question.

Options:

A.

Customer

B.

Product

C.

Contract

D.

Installed base

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Questions 14

Which action is a prerequisite to implement registered products? Note: There are 2 correct answers to this question.

Options:

A.

Activate Registered Products in Scoping

B.

Create an Installed Base

C.

Create numeric ranges for customers

D.

Create customer records

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Questions 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.

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Questions 16

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

Options:

A.

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

B.

Routing rules can be applied to warranties.

C.

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

D.

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

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Questions 17

You set up an e-mail channel to process incoming tickets and create new customers for unknown senders. Which action should you take if you would rather route unknown senders to a common inbox (Unassociated E-mails)?

Options:

A.

Switch from channel type B2B to B2C.

B.

Switch from channel direction inbound to outbound.

C.

Switch from channel type B2C to B2B.

D.

Switch from channel direction outbound to inbound.

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Questions 18

What are the different types of mashups available in SAP Service Cloud? Note: There are 2 correct answers to this question.

Options:

A.

HTML mashups

B.

URL mashups

C.

Internal mashups

D.

ASAP mashups

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Questions 19

When an end user logs an incident in SAP Service Cloud, which steps will be used by the administrator to manage the incident?

Options:

A.

Set up a multi-step approval process.

B.

Push the incident to SAP Service Cloud support.

C.

Start processing.

D.

Change the priority to escalated.

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Questions 20

Which tool do you use to determine a service ticket processing team, based on conditions?

Options:

A.

SLA determination

B -Ticket routing rule

B.

Data Workbench

C.

Delegation rules

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Questions 21

Question 42: You want to create a service ticket with a reference to an installed base, but installed base is not available for

selection.

What could be the reason?

Options:

A.

You need to be maintained as the contact for the installed base.

B.

The installed base is in status "In Preparation" and needs to be activated.

C.

The address of the installed base does not match the account.

D.

You need to update the skills in the service ticket and the installed base.

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Questions 22

Which option do you have to mark a field as mandatory?

Options:

A.

Page layout configuration

B.

Disable personalization settings

C.

Maintenance of access restrictions in the business role

D.

Use Key user tool adaptation

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Questions 23

Which key user tool allows you to change field properties on the SAP Service Cloud Ul?

Options:

A.

Mashup

B.

Code list restriction

C.

Workflow rules

D.

Adaptation

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Questions 24

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

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Questions 25

You have configured the SLAs and their determination rules, but they are not derived in the service ticket. Which of the following can be a reason for that? Note: There are 2 correct answers to this question.

Options:

A.

The determination rules have been configured, but not activated.

B.

The question related to SLAs must be activated in project scoping.

C.

The system background job for SLA determination runs every 30 minutes and has not been executed yet.

D.

A workflow rule has to be scheduled to trigger the determination.

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Questions 26

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

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Questions 27

What does the system automatically generate when you create a new employee in SAP Service Cloud?

Options:

A.

Organizational unit

B.

Workflow rule

C.

Service agent

D.

Business user

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Questions 28

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

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Questions 29

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

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Questions 30

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 that?

Note: There are 2 correct answers to this question.

Options:

A.

A workflow rule has to be scheduled to trigger the determination.

B.

The system background job for SLA determination runs every 30 minutes and has not been executed yet.

C.

The determination rules have been configured, but not activated.

D.

The question related to SLAs must be activated in project scoping.

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Questions 31

Which types of categories can be used in the service catalog? Note: There are 3 correct answers to this question.

Options:

A.

Incident category

B.

Cause category

C.

Process category

D.

Maintenance category

E.

Warranty category

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Questions 32

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

Options:

A.

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

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.

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

implemented.

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Questions 33

Which master data is synchronized unidirectionally from SAP Service Cloud to SAP CRM?

Options:

A.

Territories

B.

Social media profiles

C.

Accounts

D.

Products

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Questions 34

Which mandatory characteristics do you need to provide when you create a cloud data source? Note: There are 3 correct answers to this question.

Options:

A.

Web service URL

B.

Data source ID

C.

Usage

D.

Name

E.

Description

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Questions 35

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

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Exam Code: C_C4H510_21
Exam Name: SAP Certified Application Associate – SAP Service Cloud 2111
Last Update: May 14, 2024
Questions: 117
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