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

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

Questions 4

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 5

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.

FSM

B.

Time recording

C.

Manual Routing

D.

MRS

E.

Activity Planner

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Questions 6

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?

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Questions 7

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

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Questions 8

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

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Questions 9

Which of the following objects can be replicated from SAP Service Cloud to SAP Field Service Management? Note: There are 2 correct answers to this question.

Options:

A.

Installed bases

B.

Service contracts

C.

Contacts

D.

Registered products

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Questions 10

What can you do to give employees easy access to a centralized repository of information that would help withticket resolution?

Note: There are 2 correct answers to this question.

Options:

A.

Create a migration template.

B.

Configure SAP Jam as knowledge base.

C.

Create a broadcast.

D.

Integrate MindTouch.

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Questions 11

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 12

When an end user logs an incident in SAP Service Cloud, which steps will be used by the administrator to manage the incident?

Options:

A.

Set up a multi-step approval process.

B.

Push the incident to SAP Service Cloud support.

C.

Start processing.

D.

Change the priority to escalated.

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Questions 13

For which element do you maintain attributes such as password and security policy?

Options:

A.

Employee

B.

Business role

C.

Business user

D.

Service agent

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Questions 14

Which data element is used to calculate the warranty start?

Options:

A.

Number of months

B.

Warranty duration

C.

Service category

D.

Warranty reference date

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Questions 15

Which options do you have to connect an existing ticket to another ticket? Note: There are 3 correct answers to this question.

Options:

A.

Use the Subticket tabstrip to add a ticket.

B.

Execute an action for grouping tickets.

C.

Maintain the ticket hierarchy.

D.

Select the relevant scoping item.

E.

Define a multi-step approval process.

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Questions 16

Which type of categories can be used in the service catalog? Note: There are 3 correct answers to this question.

Options:

A.

Incident category

B.

Warranty category

C.

Service category

D.

Cause category

E.

Maintenance category

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Questions 17

In the SAP Service Cloud Ul, which of the following field properties can be controlled in the page layout? Note: There are 2 correct answers to this question.

Options:

A.

Mandatory

B.

Read-only

C.

Query

D.

New field

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Exam Code: C_C4H510_04
Exam Name: SAP Certified Application Associate - SAP Service Cloud 2011
Last Update: Apr 26, 2024
Questions: 114

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