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SAP Service Cloud Certification Exam Details:
| Exam Price | $550 (USD) |
| Exam Code | C_C4H510_04 |
| Reference Books | C4H440, C4H510 |
| Level | Associate |
| Number of Questions | 80 |
| Passing Score | C_C4H510_04 - 63% |
| Sample Questions | SAP Service Cloud Certification Sample Questions |
| Schedule Exam | SAP Training |
| Exam Name | SAP Certified Application Associate - SAP Service Cloud 2011 |
| Duration | 180 mins |
NEW QUESTION 44
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.
- A. Assign Restriction Rules
- B. Usage of Delegates
- C. Activate Scoping Item Determination for Territory Owner in Transaction
- D. Configure Work Distribution Rules for Employees
Answer: A,C
NEW QUESTION 45
What types of mashups are available in SAP Service Cloud? Note: There are 2 correct Answers to this question.
- A. HTML mashups
- B. ABAP mashups
- C. URL mashups
- D. Internal mashups
Answer: A,C
NEW QUESTION 46
Which of the following scoping questions needs to be flagged to enable automatic ticket creation based on incoming e-mails?
- A. Do you want to enable agents to respond to tickets using an external e-mail client?
- B. Do you want to enable internal memos for tickets?
- C. Do you want to download an add-in for Microsoft Outlook?
- D. Do you want to support e-mail channels for corporate accounts?
Answer: D
NEW QUESTION 47
When should you use the templates provided in the Data Workbench?
- A. When there is unstructured legacy data
- B. When data volume is low
- C. When the Mass Change Account Data tool is used
- D. When customer data needs to be loaded quickly
Answer: D
NEW QUESTION 48
Which feature allows the scheduling of automatic ticket creation?
- A. Service plans
- B. Registered products
- C. Maintenance plans
- D. Realignment run
Answer: C
NEW QUESTION 49
What are the scenarios that enable users to broadcast reports by e-mail? Note: There are 2 correct Answers to this question.
- A. On specific report creation
- B. On every save of the report
- C. Periodic scheduling
- D. Ad-hoc broadcasting
Answer: C,D
NEW QUESTION 50
What must you consider when you want to upload master data to SAP Service Cloud using templates?
Note: There are 2 correct Answers to this question.
- A. You will need to create an initial file based on predefined fields.
- B. Data can be loaded or changed only once.
- C. You will need to cleanse the legacy data.
- D. The migration execution requires an approval from SAP Cloud Support.
Answer: A,C
NEW QUESTION 51
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.
- A. Set up service categories and service catalogs.
- B. Create an account with the e-mail address of the customer.
- C. Configure the e-mail address in the communication channel.
- D. Set scoping questions and outgoing e-mail details in fine-tuning.
- E. Create an e-mail template for responses.
Answer: C,D,E
NEW QUESTION 52
The system needs to be set up to route all messages from Twitter that get created as service tickets to be handled by a specific team. Which feature of SAP Service Cloud can help with this?
- A. Service Level Agreement
- B. Work distribution
- C. Knowledge base integration
- D. Social channel setup
Answer: B
NEW QUESTION 53
Which feature helps to ensure that e-mail responses sent by the service agent have the correct branding?
- A. Routing rules
- B. Templates
- C. Knowledge base
- D. Workflow rules
Answer: B
NEW QUESTION 54
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?
- A. Pricing procedure
- B. Price list
- C. Price scale
- D. Cross-selling list
Answer: A
NEW QUESTION 55
What can you use to keep track of new knowledge base articles and changes made to existing ones if you have set up SAP Jam as a knowledge base?
- A. Knowledge base fine-tuning activity
- B. Broadcast
- C. Solution finder
- D. Feed
Answer: C
NEW QUESTION 56
Which element is needed to determine the due date for the initial ticket response in Service Level Agreements?
- A. Maintenance plan
- B. Priority
- C. Service category
- D. Document types
Answer: C
NEW QUESTION 57
What is one consequence of scoping the installed base option?
- A. The number of available standard reports is reduced.
- B. The Measurements feature is activated.
- C. Warranty management is available in service tickets.
- D. The Registered Product scoping option will be selected automatically.
Answer: D
NEW QUESTION 58
Which of the following are benefits of case management in SAP Service Cloud? Note: There are 2 correct Answers to this question.
- A. Changing the customer in the main ticket updates the customers in the related sub-tickets.
- B. You can change the status of multiple sub-tickets from the main ticket.
- C. Opening the main ticket allows you to see all of the connected sub-tickets.
- D. Creating a ticket on the main account automatically creates tickets on the sub-accounts.
Answer: B,C
NEW QUESTION 59
Which data is bidirectionally synchronized between SAP Service Cloud and SAP Field Service Management?
- A. Tickets or Service Call
- B. Products
- C. Employees
- D. Accounts
Answer: A
NEW QUESTION 60
A maintenance plan is created with the condition "Every 5 weeks". Based on this condition, a ticket is created on March 1, but ticket processing is delayed. Which option should you enable on the ticket template to avoid creation of multiple tickets?
- A. Consider maintenance plan condition
- B. Consider contract status
- C. Consider ticket resolved on date
- D. Consider delay
Answer: C
NEW QUESTION 61
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.
- A. Resource scheduler
- B. Maintenance plan
- C. Workflow rule
- D. Feature action within tickets
Answer: C,D
NEW QUESTION 62
Which tool do you use to determine a service ticket processing team, based on conditions?
- A. Data Workbench
- B. Delegation rules
- C. SLA determination
- D. Ticket routing rule
Answer: D
NEW QUESTION 63
Which transactional data is replicated unidirectionally from SAP Service Cloud to SAP CRM?
- A. Contracts
- B. Tickets
- C. Activities
- D. External pricing
Answer: C
NEW QUESTION 64
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