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C_C4H51_2405 SAP Certified Associate - Implementation Consultant - SAP Service Cloud Questions and Answers

Questions 4

Which actions are necessary to use installed bases in service tickets? Note: There are 2correct answers to this question.

Options:

A.

A customer needs to be assigned to the installed base.

B.

The installed base must be set to active status.

C.

An active service contract must be added to the installed base.

D.

At least one registered product must be assigned to the installed base.

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Questions 5

Which tool should you use to rename the Tickets facet?

Options:

A.

Language Adaptation tool

B.

Workflow with a Field Update action type

C.

Page Layout tool

D.

Adaptation tool

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Questions 6

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

Options:

A.

Ticket routing rules

B.

Realignment runs

C.

Maintenance plan

D.

Activity planner

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Questions 7

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

Options:

A.

You can link multiple tickets to a customer hierarchy using the Grouping feature.

B.

You can change the status of multiple sub-tickets from the main ticket.

C.

Changing the customer in the main ticket updates the customers in the related sub-tickets.

D.

Opening the main ticket allows you to see all the connected sub-tickets.

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Questions 8

What are the advantages of using the mashup approach when integrating an SAP BusinessObjects BI system? Note: There are 2correct answers to this question.

Options:

A.

Data can be accessed in real time.

B.

Existing reports can be reused.

C.

Security issues with mashups outside of the corporate network are rare.

D.

Offline access is available.

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Questions 9

Which actions can you take to control custom fields and their values? Note: There are 2correct answers to this question.

Options:

A.

Use restriction rules

B.

Create a code list restriction

C.

Grant access to extension fields for business roles

D.

Grant access to extension fields for business users

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Questions 10

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.

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Questions 11

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

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Questions 12

Which of the following features can you use with the adaptation tool? Note: There are 2correct answers to this question.

Options:

A.

Change field label

B.

Add a new field

C.

Create a new URL mashup

D.

Add a new UI Switch logic

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Questions 13

Which options are features within the Analytics framework? Note: There are 3correct answers to this question.

Options:

A.

You can use Dashboard Designer to join KPIs to a new data source.

B.

You can create new custom reports based on joined data sources.

C.

You can assign reports to business roles.

D.

You can use a mashup to access SAP BusinessObjects BI offline.

E.

You can add custom fields in data sources and reports.

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Questions 14

Which of the following describes how permissions work in SAP Service Cloud?

Options:

A.

Restricted access rights override any unrestricted access you have defined.

B.

Unrestricted access rights override any restrictions you have defined.

C.

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

D.

You can decide if the access rights should override any defined restrictions for each view.

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Questions 15

What can you do with the add-in for Microsoft Outlook? Note: There are 2correct answers to this question.

Options:

A.

Add a reference to a service contract

B.

Add a reference to an account

C.

Use email as a response to a ticket

D.

Add an account team member

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Questions 16

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

Options:

A.

Activate status schema for functional locations

B.

Create customer records

C.

Activate registered products in scoping

D.

Create an installed base

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Questions 17

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

Options:

A.

Skills

B.

Measurements

C.

Registered products

D.

Service contracts

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Questions 18

Which model can be used for ABAP cloud-native development?

Options:

A.

The SAP S/4HANA Cloud Extensibility Model

B.

The ABAP Cloud Development Model

C.

ABAP RESTful Application Programming Model

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Questions 19

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.

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Questions 20

Which option can an administrator use to limit the end user's control of the user interface?

Options:

A.

Workflow Action: Manual Field update

B.

Disable Personalization

C.

Maintain Page Layout

D.

Code List Restriction

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Questions 21

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

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Questions 22

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

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Questions 23

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

Options:

A.

Maintenance plan

B.

Service contract

C.

Operating hours

D.

Working calendar

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Questions 24

Which of the following actions are needed to link incoming emails to a ticket? Note: There are 2correct answers to this question.

Options:

A.

Activate the scoping item Function Locations

B.

Activate the scoping item "Do you want to support email channels for corporate accounts?"

C.

Maintain an email address

D.

Activate the Messaging Service communication channel

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Exam Code: C_C4H51_2405
Exam Name: SAP Certified Associate - Implementation Consultant - SAP Service Cloud
Last Update: Nov 5, 2024
Questions: 80

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