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

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

Question 1

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 2

Question 33: In the ticket, there is no warranty determined for the registered product. Which of the following reasons could be a cause?

Options:

A.

The warranty is expired.

B.

The warranty is set to active.

C.

The registered product has no installed base assignment.

D.

The ticket is escalated.

Question 3

Which feature is used to limit values in a drop-down list?

Options:

A.

Extension fields

B.

Adaptation

C.

Personalization

D.

Code list restriction

Question 4

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

Options:

A.

Territories

B.

Social media profiles

C.

Accounts

D.

Products

Question 5

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

Question 6

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.

Question 7

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 8

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 9

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.

Question 10

Which key scoping elements can be defined under the Business Configuration work center in SAP Service Cloud?

Options:

A.

Countries, business processes, integrations

B.

Countries, data workbench, form templates

C.

Countries, workflow rules, integrations

D.

Countries, business processes, business users

Question 11

What can you do to give employees easy access to a centralized repository of information that would help with ticket resolution?

Note: There are 2 correct answers to this question.

Options:

A.

Create a migration template.

B.

Configure SAP Jam as knowledge base.

C.

Create a broadcast.

D.

Integrate MindTouch.

Question 12

Which of the following options are features within the Analytics framework? Note: There are 2 correct answers to this question.

Options:

A.

You can add custom fields in data sources and reports.

B.

With the Dashboard Designer, KPIs can be joined to a new data source.

C.

With the mashup approach, offline access to an SAP BusinessObjects Bl system is available.

D.

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

Question 13

Which tools would you use to create new accounts in SAP Service Cloud? Note: There are 2 correct answers to this question.

Options:

A.

Online Maintenance

B.

Workflow With Action Account Creation

C.

Data Workbench

D.

Mass Change Account Data

Question 14

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 15

When should you use the templates provided in the Data Workbench?

Options:

A.

When the Mass Change Account Data tool is used

B.

When customer data needs to be loaded quickly

C.

When there is unstructured legacy data

D.

When data volume is low

Question 16

Which key features of the Analytics framework allow you to monitor business processes in SAP Service Cloud? Note: There are 3 correct answers to this question.

Options:

A.

Web service message monitoring

B.

Custom reports

C.

Interactive dashboards

D.

Standard reports

E.

Inner join data sources

Question 17

Which fields can be determined by using Service Level Agreements? Note: There are 2 correct answers to this question.

Options:

A.

Service category

B.

Ticket due date

C.

Status

D.

Service level of incoming tickets

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