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C_C4H510_04 SAP Certified Application Associate - SAP Service Cloud 2011 Questions and Answers

Questions 4

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

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Questions 5

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.

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Questions 6

Which of the following applies to time recording? Note: There are 3 correct answers to this question.

Options:

A.

You can activate Microsoft Outlook integration for time recording.

B.

Code list restrictions are not possible for the Time Type field.

C.

Time recording can be done online or in offline mode.

D.

Automatic time recording can be done by clicking "Start recording" and "Stop recording".

E.

Time sheets can be submitted for approval.

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Questions 7

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

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Questions 8

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

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Questions 9

What are the steps required to set up an approval process? Note: There are 3 correct answers to this question.

Options:

A.

Configure a resource scheduler.

B.

Create a new registered product.

C.

Configure process steps and define work distribution.

D.

Set validity from and to dates.

E.

Copy an existing approval process and modify the details.

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Questions 10

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.

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Questions 11

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.

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Questions 12

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.

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Questions 13

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.

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Questions 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

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Questions 15

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.

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Questions 16

Which feature is used to limit values in a drop-down list?

Options:

A.

Extension fields

B.

Adaptation

C.

Personalization

D.

Code list restriction

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Questions 17

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.

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Exam Code: C_C4H510_04
Exam Name: SAP Certified Application Associate - SAP Service Cloud 2011
Last Update: Apr 18, 2024
Questions: 114
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