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  5. SAP Certified Application Associate - SAP Service Cloud 2011 Questions and Answers

C_C4H510_04 SAP Certified Application Associate - SAP Service Cloud 2011 Questions and Answers

Questions 4

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 5

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

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Questions 6

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 7

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 8

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 9

What are the essential configuration steps to automatically create a service ticket when an e-mail comes in? Note: There are 3 correct answers to this question.

Options:

A.

Set up service categories and service catalogs.

B.

Create an account with the e-mail address of the customer.

C.

Set scoping questions and outgoing e-mail details in fine-tuning.

D.

Configure the e-mail address in the communication channel.

E.

Create an e-mail template for responses.

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Questions 10

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 11

Which best practice actions are suggested for incident management? Note: There are 3 correct answers to this question.

Options:

A.

Report the incident from the screen in which the issue occurs.

B.

Keep the incident lightweight and use screenshots only if it is necessary.

C.

Check for solutions in the Help Center.

D.

Always create the incident with medium priority and adjust it later if applicable.

E.

Always include step-by-step instructions on how to recreate the issue.

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Questions 12

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

Options:

A.

Maintain Number Ranges for Customers

B.

Maintain Installed Base

C.

Purchase a license for the Registered Product

D.

Scope Registered Products

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Questions 13

What objects can be used to define work distribution rules? Note: There are 2 correct answers to this question.

Options:

A.

Employees

B.

Territories

C.

Incidents

D.

Service agents

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Questions 14

Question 8: What types of mashups are available in SAP Service Cloud?

Note: There are 2 correct answers to this question.

Options:

A.

HTML mashups

B.

URL mashups

C.

ASAP mashups

D.

Internal mashups

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Questions 15

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 16

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 17

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

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Exam Code: C_C4H510_04
Exam Name: SAP Certified Application Associate - SAP Service Cloud 2011
Last Update: Apr 17, 2024
Questions: 114

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