SAP Service Cloud 2011 C_C4H510_04 Real Questions

test2022-02-11T07:29:18+00:00

SAP Certified Application Associate – SAP Service Cloud 2011 certification exam verifies that the candidate possesses fundamental knowledge and proven skills in SAP Service Cloud project implementation. You can get SAP Service Cloud 2011 C_C4H510_04 Real Questions to practice for your exam preparation. Checking the following C_C4H510_04 free questions and answers to test yourself.

Page 1 of 3

1. Because some activities can be carried out in multiple views, which of the following is correct regarding access rights?

If an activity is contained in multiple views and the access rights are contradictory, the system automatically grants no access.

You can decide, per view, if the access rights should override any restrictions you have defined or not.

Unrestricted access rights override any restrictions you have defined.

Restricted access rights override any unrestricted access you have defined.

2. Which of the following configuration activities are part of SAP Service Cloud? Note: There are 2 correct answers to this question.

Set up deals

Maintenance plan

Scoping attribute set

Maintenance measurement and readings

3. Question 35: What are the scenarios that enable users to broadcast reports by e-mail? Note: There are 2 correct answers to this question.

On specific report creation

On every save of the report

Periodic scheduling

Ad-hoc broadcasting

4. 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.

Set up service categories and service catalogs.

Create an account with the e-mail address of the customer.

Set scoping questions and outgoing e-mail details in fine-tuning.

Configure the e-mail address in the communication channel.

Create an e-mail template for responses.

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

Extension fields

Adaptation

Personalization

Code list restriction

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

Full Access

Unrestricted

Restricted

No Access

Define Specific Restriction

7. What are the advantages of using the mash-up approach when integrating an SAP BusinessObjects Bl system? Note: There are 3 correct answers to this question.

Offline access is available

Existing reports can be reused

No security issues with mashup outside of corporate network

Real-time data access

No additional authorization concept is required

8. What is required to set up the organizational structure correctly?

The root node/uppermost node must be defined as a service organization.

The root node/uppermost node must be defined as a company.

The root node/uppermost node must be defined as a sales organization.

The root node/uppermost node must be defined as an enterprise.

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

Page layout configuration

Disable personalization settings

Maintenance of access restrictions in the business role

Use Key user tool adaptation

10. You plan a product recall with the help of automatically generated tickets .

Which tool do you use?

Ticket routing rules

Maintenance plan

Realignment runs

Activity planner

Page 2 of 3

11. What can you do with the add-In for Microsoft Outlook? Note: There are 2 correct answers to this question.

Add an account team member.

Use e-malis as a response to a ticket.

Add a reference to an account.

Add a reference to a service contract.

12. 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.

Mandatory

Read-only

Query

New field

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

Online Maintenance

Workflow With Action Account Creation

Data Workbench

Mass Change Account Data

14. Which feature allows the scheduling of automatic ticket creation?

Realignment run

Service plans

Registered products

Maintenance plans

15. What are the main uses for warranty management in SAP Service Cloud? Note: There are 2 correct answers to this question.

The system can be set up so that certain incident categories are not covered.

Routing rules can be applied to warranties.

The agent is prompted to upsell a warranty to the customer.

When an agent creates a ticket with a registered product, the warranty is automatically determined.

16. Which objects are needed to create a registered product? Note: There are 2 correct answers to this question.

Customer

Product

Contract

Installed base

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

Set up a multi-step approval process.

Push the incident to SAP Service Cloud support.

Start processing.

Change the priority to escalated.

18. Which elements can be used to restrict access to views? Note: There are 2 correct answers to this question.

Business roles

Field extensions

Territories

Code list restrictions

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

Account work distribution

Organizational work distribution

Service category distribution

Territory work distribution

Employee work distribution

20. What steps must you take to set up SAP Jam as your knowledge base? Note: There are 2 correct answers to this question.

Create knowledge base articles in SAP Service Cloud.

Integrate with MindTouch.

Configure the relevant question in scoping.

Choose the correct SAP Jam group in the knowledge base configuration settings.

Page 3 of 3

21. Which transactional data is replicated unidirectionally from SAP Service Cloud to SAP CRM?

Contracts

Tickets

External pricing

Activities

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

Delete

Update

Upsert

Insert

23. You request external prices from SAP ERP for your contract document .

What do you need to display a valid condition record in SAP Service Cloud?

Price scale

Cross-selling list

Price list

Pricing procedure

24. Which tool do you use to determine a service ticket processing team, based on conditions?

SLA determination B -Ticket routing rule

Data Workbench

Delegation rules

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

Service category

Ticket due date

Status

Service level of incoming tickets

26. Which action should an administrator take to get a system bug fixed within SAP Service Cloud?

Create an incident.

Send an e-mail to SAP Cloud Support.

Document an influencer story.

Report a ticket.

27. You have configured the SLAs and their determination rules, but they are not derived in the service ticket .

Which of the following can be a reason for that? Note: There are 2 correct answers to this question.

The determination rules have been configured, but not activated.

The question related to SLAs must be activated in project scoping.

The system background job for SLA determination runs every 30 minutes and has not been executed yet.

A workflow rule has to be scheduled to trigger the determination.

28. Which of the following are benefits of case management in SAP Service Cloud? Note: There are 2 correct answers to this question.

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

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

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

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

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

Workflow rules

Routing rules

Templates

Knowledge base