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  4. C_C4H510_21 - SAP Certified Application Associate - SAP Service Cloud 2111

SAP C_C4H510_21 SAP Certified Application Associate - SAP Service Cloud 2111 Exam Practice Test

Demo: 17 questions
Total 117 questions
Get C_C4H510_21 Full Access Download C_C4H510_21 PDF

SAP Certified Application Associate - SAP Service Cloud 2111 Questions and Answers

Question 1

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

Question 2

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 3

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.

Question 4

What are the advantages of using the mashup approach when integrating an SAP Bl system? Note: There are 3 correct answers to this question.

Options:

A.

No security issues with mashup outside of corporate network

B.

Offline access is available

C.

Real-time data access

D.

No additional authorization concept is required

E.

Existing reports can be reused

Question 5

You request external prices from SAP ERP for your contract document. What do you need to display a valid condition record in SAP Service Cloud?

Options:

A.

Price scale

B.

Cross-selling list

C.

Price list

D.

Pricing procedure

Question 6

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.

Question 7

Which components delivered by SAP Service Cloud provide CTI integration? Note: There are 2 correct answers to this question.

Options:

A.

CTI Client Adapter

B.

Live Activity pane

C.

CTI Desktop pane

D.

CTI Client pane

Question 8

Question 35: What are the scenarios that enable users to broadcast reports by e-mail? Note: There are 2 correct answers to this question.

Options:

A.

On specific report creation

B.

On every save of the report

C.

Periodic scheduling

D.

Ad-hoc broadcasting

Question 9

Which of the following elements can you use to restrict access to an installed base? Note: There are 2 correct answers to this question.

Options:

A.

Territory

B.

Service organization

C.

Skills

D.

Measurement and reading

Question 10

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.

Question 11

Which key user features allow you to change field properties on the SAP Service Cloud Ul?

Options:

A.

Code list restriction

B.

Workflow rules

C.

Adaptation

D.

Mashup

Question 12

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 13

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

Question 14

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.

Question 15

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 16

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.

Question 17

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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Demo: 17 questions
Total 117 questions
Get C_C4H510_21 Full Access Download C_C4H510_21 PDF