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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

Demo: 17 questions
Total 114 questions
Get C_C4H510_04 Full Access Download C_C4H510_04 PDF

SAP Certified Application Associate - SAP Service Cloud 2011 Questions and Answers

Question 1

Which element is needed to determine the due date for the initial ticket response in Service Level Agreements?

Options:

A.

Document types

B.

Maintenance plan

C.

Service category

D.

Priority

Question 2

Which service objects can you assign to an installed base? Note: There are 2 correct answers to this question.

Options:

A.

Ticket

B.

Visit

C.

Maintenance plan

D.

Contract

Question 3

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.

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

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

Options:

A.

Products

B.

Sales orders

C.

Opportunities

D.

Tickets

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

Question 7

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 8

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 9

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 10

Which feature helps to ensure that e-mail responses sent by the service agent have the correct branding?

Options:

A.

Workflow rules

B.

Routing rules

C.

Templates

D.

Knowledge base

Question 11

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.

Question 12

Which of the following Data Workbench actions are supported for a complete business object? Note: There are 2 correct answers to this question.

Options:

A.

Delete

B.

Update

C.

Upsert

D.

Insert

Question 13

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

Question 14

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 15

Which configuration steps can be used in SAP Service Cloud to send e-mails to a customer? Note: There are 2 correct answers to this question.

Options:

A.

Define a template.

B.

Set up an approval process.

C.

Activate Live Activity Configuration.

D.

Create a customer and assign an e-mail address.

Question 16

Which of the following access restriction types are available in SAP Service Cloud? Note: There are 3 correct answers to this question.

Options:

A.

Full Access

B.

Unrestricted

C.

Restricted

D.

No Access

E.

Define Specific Restriction

Question 17

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

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Demo: 17 questions
Total 114 questions
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