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

Question # 4

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

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.

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Question # 5

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

A.

Ticket

B.

Visit

C.

Maintenance plan

D.

Contract

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Question # 6

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

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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Question # 7

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

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.

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Question # 8

Depending on defined conditions, the status of the ticket needs to be set to escalated. Which tool is suitable for this?

A.

Workflow rule

B.

Activity planner

C.

Activity list

D.

Visit planner

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Question # 9

Which of the following features apply to time recording? Note: There are 3 correct answers to this question.

A.

Automatic time recording can be done by clicking "Start recording" and "Stop recording".

B.

You can activate the Microsoft Outlook integration for time recording.

C.

Code list restrictions are not possible for the Time Type field.

D.

Time recording can be done online or in offline mode.

E.

Time sheets can be submitted for approval.

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Question # 10

Which options do you have to connect an existing ticket to another ticket? Note: There are 3 correct answers to this question.

A.

Use the Subticket tabstrip to add a ticket.

B.

Execute an action for grouping tickets.

C.

Maintain the ticket hierarchy.

D.

Select the relevant scoping item.

E.

Define a multi-step approval process.

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Question # 11

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

A.

Code list restriction

B.

Workflow rules

C.

Adaptation

D.

Mashup

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Question # 12

Which configuration steps can be used in SAP Service Cloud to send e-mails to a customer? Note: There are 2 correct answers to this question.

A.

Define a template.

B.

Set up an approval process.

C.

Activate Live Activity Configuration.

D.

Create a customer and assign an e-mail address.

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Question # 13

What are the valid schedule types when creating maintenance plans? Note: There are 2 correct answers to this question.

A.

Recall

B.

Counter based

C.

Absolute

D.

Cyclical

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Question # 14

Which action is recommended for the administrator to solve an issue in the SAP Service Cloud system?

A.

Write an e-mail to your implementation partner.

B.

Write a message to SAP via social media.

C.

Report an incident in SAP Service Cloud and forward to the requester.

D.

Report an incident in SAP Service Cloud and forward to the provider.

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Question # 15

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

A.

Customer

B.

Product

C.

Contract

D.

Installed base

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Question # 16

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

A.

Territory

B.

Service organization

C.

Skills

D.

Measurement and reading

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Question # 17

You have configured the Service Level Agreements (SLAs) and their determination rules, but they are not derivedin the service ticket.

Which of the following could be a reason for that?

Note: There are 2 correct answers to this question.

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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