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SAP C_C4H510_21 SAP Certified Application Associate - SAP Service Cloud 2111 Exam Practice Test

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SAP Certified Application Associate - SAP Service Cloud 2111 Questions and Answers

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Question 1

What steps must you take to set up SAP Jam as your knowledge base? Note: There are 2 correct answers to this question.

Options:

A.

Create knowledge base articles in SAP Service Cloud.

B.

Integrate with MindTouch.

C.

Configure the relevant question in scoping.

D.

Choose the correct SAP Jam group in the knowledge base configuration settings.

Question 2

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.

Question 3

Which objects can be used within ticket creation to automatically determine the registered product?

Options:

A.

Installed Base

B.

Installation Point

C.

Warranty

D.

Product

Question 4

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 5

You set up an e-mail channel to process incoming tickets and create new customers for unknown senders. Which action should you take if you would rather route unknown senders to a common inbox (Unassociated E-mails)?

Options:

A.

Switch from channel type B2B to B2C.

B.

Switch from channel direction inbound to outbound.

C.

Switch from channel type B2C to B2B.

D.

Switch from channel direction outbound to inbound.

Question 6

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

Options:

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.

Question 7

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.

Question 8

What can you do with the add-In for Microsoft Outlook? Note: There are 2 correct answers to this question.

Options:

A.

Add an account team member.

B.

Use e-malis as a response to a ticket.

C.

Add a reference to an account.

D.

Add a reference to a service contract.

Question 9

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?

Question 10

What are the essential configuration steps to automatically create a service ticket when an e-mail comes in? Note: There are 3 correct answers to this question.

Options:

A.

Set up service categories and service catalogs.

B.

Create an account with the e-mail address of the customer.

C.

Set scoping questions and outgoing e-mail details in fine-tuning.

D.

Configure the e-mail address in the communication channel.

E.

Create an e-mail template for responses.

Question 11

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

Options:

A.

Field Service Management

B.

Activity Planner

C.

Manual Routing

D.

Multi Resource Scheduling

E.

Time recording

Question 12

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

Question 13

Which Analytics key features allow you to monitor business processes in SAP Service Cloud? Note: There are 3 correct answers to this question.

Options:

A.

Inner join data sources

B.

Web service message monitoring

C.

Custom reports

D.

Standard reports

E.

Interactive dashboards

Question 14

Which tool do you use to determine a service ticket processing team, based on conditions?

Options:

A.

SLA determination

B -Ticket routing rule

B.

Data Workbench

C.

Delegation rules

Question 15

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

Options:

A.

CTI Client Adapter

B.

Live Activity pane

C.

CTI Desktop pane

D.

CTI Client pane

Question 16

Which key user features allow you to change field properties on the SAP Service Cloud Ul?

Options:

A.

Code list restriction

B.

Workflow rules

C.

Adaptation

D.

Mashup

Question 17

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

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