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C_C4H510_21 Practice Exam Questions and Answers

SAP Certified Application Associate – SAP Service Cloud 2111

Last Update 2 days ago
Total Questions : 117

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Question # 1

When should you use the templates provided in the Data Workbench? Note: There are 2 correct answers to this question.

Options:

A.  

When data volume is low

B.  

When data needs to be loaded quickly

C.  

When data needs to be loaded into multiple systems

D.  

When there is unstructured legacy data

Discussion 0
Question # 2

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 # 3

Which of the following options can be used to control the access rights of a user in transactions? Note: There are 2 correct answers to this question.

Options:

A.  

Activate Scoping Item Determination for Territory Owner in Transaction

B.  

Usage of Delegates

C.  

Assign Restriction Rules

D.  

Configure Work Distribution Rules for Employees

Discussion 0
Question # 4

Which of the following are benefits of ticket hierarchies in SAP Service Cloud?Note: There are 2 correct answers to this question

Options:

A.  

Creating a ticket on the main account automatically creates tickets on the sub-accounts.

B.  

Opening the main ticket allows you to see all of the connected sub-tickets.

C.  

You can change the status of multiple sub-tickets from the main ticket.

D.  

Changing the customer in the main ticket updates the customers in the related sub-tickets.

Discussion 0
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

Discussion 0
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

Discussion 0
Question # 7

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 # 8

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

Discussion 0
Question # 9

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.

Discussion 0
Question # 10

Which scoping question allows you 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 support e-mail channels for groups?

Discussion 0
Question # 11

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

Options:

A.  

Set the access rights to edit.

B.  

Set the read and write access to restricted.

C.  

Set the read access to restricted.

D.  

Set the access rights to display.

E.  

Set the write access to restricted.

Discussion 0
Question # 12

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.

Discussion 0
Question # 13

To which objects can you directly assign a registered product? Note: There are 2 correct answers to this question.

Options:

A.  

Maintenance plan

B.  

Appointment

C.  

Installed base

D.  

Territory

Discussion 0
Question # 14

Which option do you have to mark a field as mandatory?

Options:

A.  

Page layout configuration

B.  

Disable personalization settings

C.  

Maintenance of access restrictions in the business role

D.  

Use Key user tool adaptation

Discussion 0
Question # 15

Question 33: In the ticket, there is no warranty determined for the registered product. Which of the following reasons could be a cause?

Options:

A.  

The warranty is expired.

B.  

The warranty is set to active.

C.  

The registered product has no installed base assignment.

D.  

The ticket is escalated.

Discussion 0
Question # 16

You are integrating SAP Service Cloud with SAP ERP. In which system is the pricing procedure stored?

Options:

A.  

SAP Service Cloud

B.  

SAP Analytics Cloud

C.  

SAP ERP

D.  

SAP SuccessFactors

Discussion 0
Question # 17

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
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