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NEW QUESTION 36
Which of the following actions are necessary to successfully use installed bases in service tickets? Note:
There are 2 correct Answers to this question.
- A. Address mismatches must be corrected first.
- B. At least one service object needs to be assigned.
- C. A service contract is active.
- D. A customer needs to be assigned.
Answer: B,D
NEW QUESTION 37
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.
- A. Save the file in XML.
- B. Download the migration template.
- C. Schedule an MDRO Job.
- D. Map the data fields with the offered data fields in the migration template.
Answer: B,D
NEW QUESTION 38
Which actions are prerequisites to implement registered products? Note: There are 2 correct Answers to this question.
- A. Scope registered products
- B. Maintain the installed base
- C. Maintain number ranges for customers
- D. Purchase a license for the registered product
Answer: A,C
NEW QUESTION 39
The system needs to be set up to route all messages from Twitter that get created as service tickets to be handled by a specific team. Which feature of SAP Service Cloud can help with this?
- A. Knowledge base integration
- B. Service Level Agreement
- C. Social channel setup
- D. Work distribution
Answer: D
NEW QUESTION 40
Which master data is synchronized unidirectionally from SAP Service Cloud to SAP CRM?
- A. Territories
- B. Products
- C. Social media profiles
- D. Accounts
Answer: C
NEW QUESTION 41
How can you restrict access to Product View?
- A. Territories
- B. Service Unit of Employee
- C. Employee
- D. Sales Data of Employee
Answer: D
NEW QUESTION 42
Which tools would you use to create new accounts in SAP Service Cloud? Note: There are 2 correct Answers to this question.
- A. Mass Change Account Data
- B. Workflow With Action Account Creation
- C. Data Workbench
- D. Online Maintenance
Answer: B,C
NEW QUESTION 43
What can the service categories in the service catalog be used for? Note: There are 3 correct Answers to this question.
- A. Reporting
- B. Determining fine-tuning settings
- C. Controlling validity of the service catalog
- D. Controlling responsibility
- E. Determining service level assignments
Answer: A,D,E
NEW QUESTION 44
Which element is needed to determine the due date for the initial ticket response in Service Level Agreements?
- A. Maintenance plan
- B. Document types
- C. Priority
- D. Service category
Answer: D
NEW QUESTION 45
Which objects are needed to create a registered product? Note: There are 2 correct Answers to this question.
- A. Installed base
- B. Contract
- C. Customer
- D. Product
Answer: C,D
NEW QUESTION 46
Which options do you have to connect an existing ticket to another ticket? Note: There are 3 correct Answers to this question.
- A. Select the relevant scoping item.
- B. Use the Subticket tab to add a ticket.
- C. Maintain the ticket hierarchy.
- D. Define a multi-step approval process.
- E. Execute an action for grouping tickets.
Answer: B,C,E
NEW QUESTION 47
Which of the following statements is correct in the context of scoping and fine-tuning? Note: There are 2 correct Answers to this question.
- A. Scoping is automatically generated by the system based on your fine-tuning decisions.
- B. Fine-tuning is the process of generating the activity list by answering questions about which business processes will be implemented.
- 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.
Answer: C,D
NEW QUESTION 48
What are the steps required to set up an approval process? Note: There are 3 correct Answers to this question.
- A. Configure process steps and define work distribution.
- B. Create a new registered product.
- C. Copy an existing approval process and modify the details.
- D. Configure a resource scheduler.
- E. Set validity from and to dates.
Answer: A,C,E
NEW QUESTION 49
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.
- A. Maintenance plan
- B. Workflow rule
- C. Resource scheduler
- D. Feature action within tickets
Answer: B,D
NEW QUESTION 50
Which of the following scoping questions needs to be flagged 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 download an add-in for Microsoft Outlook?
- D. Do you want to enable internal memos for tickets?
Answer: A
NEW QUESTION 51
Which types of categories can be used in the service catalog? Note: There are 3 correct Answers to this question.
- A. Process category
- B. Cause category
- C. Warranty category
- D. Incident category
- E. Maintenance category
Answer: A,B,D
NEW QUESTION 52
You want to create a maintenance plan for a vehicle check at 10,000 kilometers or 12 months. What schedule condition and schedule type do you use?
- A. Absolute, counter-based
- B. One time, fixed
- C. One time - no condition, time and counter-based
- D. One time, time and counter-based
Answer: D
NEW QUESTION 53
Which key scoping elements can be defined under the Business Configuration work center in SAP Service Cloud?
- A. Countries, workflow rules, integrations
- B. Countries, data workbench, form templates
- C. Countries, business processes, integrations
- D. Countries, business processes, business users
Answer: C
NEW QUESTION 54
What steps must you take to set up SAP Jam as your knowledge base? Note: There are 2 correct Answers to this question.
- A. Configure the relevant question in scoping.
- B. Choose the correct SAP Jam group in the knowledge base configuration settings.
- C. Create knowledge base articles in SAP Service Cloud.
- D. Integrate with MindTouch.
Answer: A,B
NEW QUESTION 55
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SAP C_C4H510_04 Exam Description:
The “SAP Certified Application Associate – SAP Service Cloud 2011 ” certification exam verifies that the candidate possesses fundamental knowledge and proven skills in SAP Service Cloud project implementation. This certificate proves that the candidate has the core understanding required of an application consultant and is able to apply the associated prerequisite skills practically under the supervision of an expert consultant in a project environment.
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