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C_C4H510_04 Practice Exam Questions and Answers

SAP Certified Application Associate - SAP Service Cloud 2011

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Question # 1

Which transactional data is replicated unidirectionally from SAP Service Cloud to SAP CRM?

Options:

A.  

Contracts

B.  

Tickets

C.  

External pricing

D.  

Activities

Discussion 0
Question # 2

You plan a product recall with the help of automatically generated tickets. Which tool do you use?

Options:

A.  

Ticket routing rules

B.  

Maintenance plan

C.  

Realignment runs

D.  

Activity planner

Discussion 0
Question # 3

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

Discussion 0
Question # 4

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

Discussion 0
Question # 5

Which action should an administrator take to get a system bug fixed within SAP Service Cloud?

Options:

A.  

Create an incident.

B.  

Send an e-mail to SAP Cloud Support.

C.  

Document an influencer story.

D.  

Report a ticket.

Discussion 0
Question # 6

What are the valid schedule types when creating maintenance plans? Note: There are 2 correct answers to this question.

Options:

A.  

Recall

B.  

Counter based

C.  

Absolute

D.  

Cyclical

Discussion 0
Question # 7

What are the advantages of using the mashup approach when integrating an SAP Bl system? Note: There are 3 correct answers to this question.

Options:

A.  

No security issues with mashup outside of corporate network

B.  

Offline access is available

C.  

Real-time data access

D.  

No additional authorization concept is required

E.  

Existing reports can be reused

Discussion 0
Question # 8

Which of the following is correct in the context of scoping and fine -tuning? Note: There are 2 correct answers to this question.

Options:

A.  

Fine-tuning is the process of generating the activity list by answering questions about which business processes will be

implemented.

B.  

Scoping is automatically generated by the system based on your fine-tuning decisions.

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.

Discussion 0
Question # 9

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?

Options:

A.  

SLA

B.  

Work distribution

C.  

Knowledge base integration

D.  

Social channel setup

Discussion 0
Question # 10

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

Discussion 0
Question # 11

Which action is a prerequisite to implement registered products? Note: There are 2 correct answers to this question.

Options:

A.  

Maintain Number Ranges for Customers

B.  

Maintain Installed Base

C.  

Purchase a license for the Registered Product

D.  

Scope Registered Products

Discussion 0
Question # 12

Which data is bidirectionally synchronized between SAP Cloud for Customer and SAP Field Service Management?

Options:

A.  

Employees

B.  

Products

C.  

Tickets

D.  

Accounts

Discussion 0
Question # 13

Which actions are needed to see the restriction rules in access restrictions? Note: There are 3 correct answers to this question.

Options:

A.  

Set the access rights to display.

B.  

Set the write access to restricted.

C.  

Set the access rights to edit.

D.  

Set the read access to restricted.

E.  

Set the read and write access to restricted.

Discussion 0
Question # 14

Depending on defined conditions, the status of the ticket needs to be set to escalated. Which tool is suitable for this?

Options:

A.  

Workflow rule

B.  

Activity planner

C.  

Activity list

D.  

Visit planner

Discussion 0
Question # 15

Which elements are used to calculate the due dates defined in Service Level Agreements (SLAs)? Note: There are 2 correct answers to this question.

Options:

A.  

Operating hours

B.  

Maintenance plan

C.  

Service contract

D.  

Working calendar

Discussion 0
Question # 16

Which of the following elements can you use to restrict access to an installed base? Note: There are 2 correct answers to this question.

Options:

A.  

Territory

B.  

Service organization

C.  

Skills

D.  

Measurement and reading

Discussion 0
Question # 17

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.

Discussion 0
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