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C_C4H510_21 SAP Certified Application Associate – SAP Service Cloud 2111 Question and Answers

Question # 4

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

A.

CTI Client Adapter

B.

Live Activity pane

C.

CTI Desktop pane

D.

CTI Client pane

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Question # 5

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

A.

Service category

B.

Ticket due date

C.

Status

D.

Service level of incoming tickets

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Question # 6

What can you use to keep track of new knowledge base articles and changes made to the existing ones if you have set up SAP Jam as a knowledge base?

A.

Knowledge Base fine -tuning activity

B.

Solution finder

C.

Broadcast

D.

Feed

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Question # 7

Which scoping question allows you to enable automatic ticket creation based on incoming e-mails?

A.

Do you want to support e-mail channels for corporate accounts?

B.

Do you want to enable agents to respond to tickets using an external e-mail client?

C.

Do you want to enable internal memos for tickets?

D.

Do you want to support e-mail channels for groups?

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Question # 8

Which key user tool allows you to change field properties on the SAP Service Cloud Ul?

A.

Mashup

B.

Code list restriction

C.

Workflow rules

D.

Adaptation

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Question # 9

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?

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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Question # 10

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 # 11

Which of the following options are possible for permissions?

A.

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

B.

Unrestricted access rights override any restrictions you have defined.

C.

Restricted access rights override any unrestricted access you have defined.

D.

You can decide, per view, if the access rights should override any restrictions you have defined or not.

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Question # 12

What are the main uses for warranty management in SAP Service Cloud? Note: There are 2 correct answers to this question.

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.

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Question # 13

Which tools can you use to dispatch a service technician to an open demand ticket? Note: There are 3 correct answers to this question.

A.

Field Service Management

B.

Activity Planner

C.

Manual Routing

D.

Multi Resource Scheduling

E.

Time recording

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Question # 14

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

A.

Operating hours

B.

Maintenance plan

C.

Service contract

D.

Working calendar

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Question # 15

Which transactional data is replicated unidirectionally from SAP Service Cloud to SAP CRM?

A.

Contracts

B.

Tickets

C.

External pricing

D.

Activities

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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

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

A.

You can use a console to write SQL statements.

B.

You can add custom fields in data sources and reports.

C.

You can access data base and check raw data in tables.

D.

You can save report views and make them available to users.

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