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SAP C_C4H510_04 Dumps

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Total 114 questions
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SAP Certified Application Associate - SAP Service Cloud 2011 Questions and Answers

Question 1

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

Options:

A.

Employees

B.

Products

C.

Tickets

D.

Accounts

Question 2

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

Question 3

Which objects are required to create a service ticket? Note: There are 2 correct answers to this question.

Options:

A.

Contracts

B.

Service request

C.

Maintenance plan

D.

Customer

Question 4

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

Options:

A.

Maintenance plan

B.

Visit

C.

Contract

D.

Ticket

Question 5

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

Question 6

Which types of work distribution are possible for routing tickets in SAP Service Cloud? Note: There are 3 correct answers to this question.

Options:

A.

Account work distribution

B.

Organizational work distribution

C.

Service category distribution

D.

Territory work distribution

E.

Employee work distribution

Question 7

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 8

Which key scoping elements can be defined under the Business Configuration work center in SAP Service Cloud?

Options:

A.

Countries, business processes, integrations

B.

Countries, data workbench, form templates

C.

Countries, workflow rules, integrations

D.

Countries, business processes, business users

Question 9

Which objects can be used within ticket creation to automatically determine the registered product?

Options:

A.

Installed Base

B.

Installation Point

C.

Warranty

D.

Product

Question 10

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

Question 11

Which tools would you use to create new accounts in SAP Service Cloud? Note: There are 2 correct answers to this question.

Options:

A.

Online Maintenance

B.

Workflow With Action Account Creation

C.

Data Workbench

D.

Mass Change Account Data

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.

Question 13

Which fields can be determined by using Service Level Agreements? Note: There are 2 correct answers to this question.

Options:

A.

Service category

B.

Ticket due date

C.

Status

D.

Service level of incoming tickets

Question 14

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.

Question 15

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

Question 16

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 17

Which of the following actions are necessary to successfully use installed bases in service tickets? Note: There are 2 correct answers to this question.

Options:

A.

At least one service object needs to be assigned.

B.

A service contract is active.

C.

A customer needs to be assigned.

D.

Address mismatches must be corrected first.

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Total 114 questions
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