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SAP Certified Application Associate - SAP Service Cloud 2011

Last Update Nov 22, 2024
Total Questions : 114

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SAP Certified Application Associate - SAP Service Cloud 2011 Questions and Answers

Questions 1

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

Options:

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.

Questions 2

What can you do to give employees easy access to a centralized repository of information that would help withticket 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.

Questions 3

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.

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.

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