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

Questions 4

Which of the following objects can be replicated from SAP Service Cloud to SAP Field Service Management? Note: There are 2 correct answers to this question.

Options:

A.

Installed bases

B.

Service contracts

C.

Contacts

D.

Registered products

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Questions 5

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.

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Questions 6

Which of the following scoping questions needs to be flagged to enable automatic ticket creation based on incoming e-mails?

Options:

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 download an add-in for Microsoft Outlook?

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Questions 7

What are the steps required to set up an approval process? Note: There are 3 correct answers to this question.

Options:

A.

Configure a resource scheduler.

B.

Create a new registered product.

C.

Configure process steps and define work distribution.

D.

Set validity from and to dates.

E.

Copy an existing approval process and modify the details.

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Questions 8

Which element is needed to determine the due date for the initial ticket response in Service Level Agreements?

Options:

A.

Document types

B.

Maintenance plan

C.

Service category

D.

Priority

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Questions 9

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

Options:

A.

Maintenance plan

B.

Visit

C.

Contract

D.

Ticket

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Questions 10

Which types of work distribution are possible for routing tickets in SAP Service Cloud? Note: There are 3 correct answers to this question.

Options:

A.

Account work distribution

B.

Organizational work distribution

C.

Service category distribution

D.

Territory work distribution

E.

Employee work distribution

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Questions 11

Which elements can be used to restrict access to views? Note: There are 2 correct answers to this question.

Options:

A.

Business roles

B.

Field extensions

C.

Territories

D.

Code list restrictions

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Questions 12

Which of the following steps are recommended to upload data into SAP Service Cloud through the Data

Workbench?

Note: There are 2 correct answers to this question.

Options:

A.

Save the file in XML

B.

Download the migration template.

C.

Schedule an MORO Job.

D.

Map the data fields with the offered data fields in the migration template.

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Questions 13

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

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Questions 14

Which type of categories can be used in the service catalog? Note: There are 3 correct answers to this question.

Options:

A.

Incident category

B.

Warranty category

C.

Service category

D.

Cause category

E.

Maintenance category

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Questions 15

The status of a ticket needs to be escalated.

Which tool can be used to achieve this?

Note: There are 2 correct answers to this question.

Options:

A.

Resource scheduler

B.

Maintenance plan

C.

Feature action within tickets

D.

Workflow rule

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Questions 16

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

Options:

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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Questions 17

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

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SAP Certified Application Associate |

Exam Code: C_C4H510_21
Exam Name: SAP Certified Application Associate – SAP Service Cloud 2111
Last Update: Nov 25, 2024
Questions: 117
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