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  4. C_C4H510_04 - SAP Certified Application Associate - SAP Service Cloud 2011

SAP C_C4H510_04 SAP Certified Application Associate - SAP Service Cloud 2011 Exam Practice Test

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Total 114 questions
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SAP Certified Application Associate - SAP Service Cloud 2011 Questions and Answers

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Question 1

Which of these template formats is supported by the Data Workbench?

Options:

A.

csv

B.

Raw data

C.

XML

D.

HTML

Question 2

Which of the following options are possible for permissions?

Options:

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.

Question 3

What does the system automatically generate when you create a new employee in SAP Service Cloud?

Options:

A.

Organizational unit

B.

Workflow rule

C.

Service agent

D.

Business user

Question 4

When a customer calls in with a problem with their product, which feature helps the service agent quickly identify the unique product ?

Options:

A.

Registered product

B.

Installed base

C.

Service contract

D.

Service warranty

Question 5

Question 35: What are the scenarios that enable users to broadcast reports by e-mail? Note: There are 2 correct answers to this question.

Options:

A.

On specific report creation

B.

On every save of the report

C.

Periodic scheduling

D.

Ad-hoc broadcasting

Question 6

Which business function in the account master will block the release of quotes to SAP S/4HANA?

Options:

A.

Sales support block

B.

Prospect

C.

Delivery block

D.

Credit limit check

Question 7

Which best practice actions are suggested for incident management? Note: There are 3 correct answers to this question.

Options:

A.

Report the incident from the screen in which the issue occurs.

B.

Keep the incident lightweight and use screenshots only if it is necessary.

C.

Check for solutions in the Help Center.

D.

Always create the incident with medium priority and adjust it later if applicable.

E.

Always include step-by-step instructions on how to recreate the issue.

Question 8

Which of the following elements are necessary to calculate the due dates defined in the SLA? Note: There are 2 correct answers to this question.

Options:

A.

Working calendar

B.

Service contract

C.

Operating hours

D.

Maintenance plan

Question 9

Which of these objects are NOT associated with SAP Jam groups?

Options:

A.

Products

B.

Sales orders

C.

Opportunities

D.

Tickets

Question 10

How can you restrict access to Product View?

Options:

A.

Territories

B.

Service Unit of Employee

C.

Employee

D.

Sales Data of Employee

Question 11

You have configured the SLAs and their determination rules, but they are not derived in the service ticket. Which of the following can be a reason for that? Note: There are 2 correct answers to this question.

Options:

A.

The determination rules have been configured, but not activated.

B.

The question related to SLAs must be activated in project scoping.

C.

The system background job for SLA determination runs every 30 minutes and has not been executed yet.

D.

A workflow rule has to be scheduled to trigger the determination.

Question 12

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?

Options:

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.

Question 13

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

Options:

A.

Service level of incoming tickets

B.

Status

C.

Service category

D.

Ticket due date

Question 14

Which actions are prerequisites to implement registered products? Note: There are 2 correct answers to this question.

Options:

A.

Scope registered products

B.

Purchase a license for the registered product

C.

Maintain the installed base

D.

Maintain number ranges for customers

Question 15

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

Options:

A.

Customer

B.

Product

C.

Contract

D.

Installed base

Question 16

You request external prices from SAP ERP for your contract document. What do you need to display a valid condition record in SAP Service Cloud?

Options:

A.

Price scale

B.

Cross-selling list

C.

Price list

D.

Pricing procedure

Question 17

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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