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SAP C_C4H51_2405 Dumps

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Total 80 questions
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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Questions and Answers

Question 1

Which elements are used to calculate the due dates defined in service level agreements (SLAs)? Note: There are 2correct answers to this question.

Options:

A.

Maintenance plan

B.

Service contract

C.

Operating hours

D.

Working calendar

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Question 2

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

Options:

A.

Countries, scoping, activating dashboard designer

B.

Countries, scoping, live activity configuration

C.

Countries, business processes, integrations

D.

Countries, business processes, business users

Question 3

When an end user logs an incident in SAP Service Cloud, what can the administrator do to manage the incident? Note: There are 2correct answers to this question.

Options:

A.

Change the priority to Escalated.

B.

Set the action to Propose Solution.

C.

Maintain the Incident Context.

D.

Push the incident to SAP Service Cloud support.

Question 4

Where can you keep track of new and modified knowledge base articles?

Options:

A.

Knowledge base fine-tuning activity

B.

Solution finder

C.

Broadcast

D.

Feed

Question 5

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

Options:

A.

Create a Web service with SAP Knowledge Central by NICE.

B.

Create knowledge base articles in SAP Service Cloud.

C.

Configure the relevantquestionin scoping.

D.

Create a validation rule.

Question 6

Which fields can be used to maintain service levels? Note: There are 2correct answers to this question.

Options:

A.

Due Date

B.

Custom fields

C.

Priority

D.

Category

Question 7

Which settings can you control for the email channel setup? Note: There are 3correct answers to this question.

Options:

A.

Ticket type

B.

Channel direction

C.

Notification type

D.

Mashup service

E.

Channel type

Question 8

Which object can be used in workflow definition and assigned to organizational structures?

Options:

A.

Employee

B.

Business user

C.

Business role

D.

Job definition

Question 9

You are configuring SAP Service Cloud to automatically create tickets from Facebook posts and assign them to the social media support team. Which features of SAP Service Cloud can help with this?

Note: There are 2correct answers to this question.

Options:

A.

Scoping in the Configuration Workbench

B.

Social media channel configuration

C.

Approval process for social media import run

D.

Work distribution

Question 10

Which of the following apply to scoping and fine-tuning? Note: There are 2correct answers to this question.

Options:

A.

The activity list is automatically generated by the system based on your scoping decisions.

B.

Fine-tuning is the process of generating the activity list byAnswer:ing que-stions about which business processes will be implemented.

C.

Scoping is a prerequisite to enable users to export reports to Microsoft Excel.

D.

Scoping is the process of matching your individual business requirements to predefined solution capabilities.

Question 11

Which function should be enabled in the account master to block the release of external follow-up documents to SAP S/4HANA?

Options:

A.

Delivery blocking

B.

Prospect blocking

C.

Sales support blocking

D.

Credit limit check

Question 12

Which configuration steps can be used in SAP Service Cloud to send emails to a customer? Note: There are 2correct answers to this question.

Options:

A.

Set up an approval process.

B.

Create a customer and assign an email address.

C.

Activate Live Activity Configuration.

D.

Define a template.

Question 13

You have configured the service level agreements (SLAs) and their determination rules, but they are not derived in the service ticket. Which of the following could be a reason for this?

Note: There are 2correct answers to this question.

Options:

A.

The determination rules have been configured, but not activated.

B.

SLAS are not configured in fine-tuning.

C.

A workflow rule was not scheduled to trigger the determination.

D.

SLAs are not activated in project scoping.

Question 14

Which objects are determined when you are using ticket routing in SAP Service Cloud? Note: There are 3correct answers to this question.

Options:

A.

Service category

B.

Employee

C.

Account

D.

Organization

E.

Territory

Question 15

You want to create a maintenance plan for a vehicle check at 10,000 kilometers or 12 months. What schedule condition and schedule type do you use?

Options:

A.

Absolute, counter-based

B.

Alternating, time and counter-based

C.

One time - no condition, time and counter-based

D.

One time, time and counter-based

Question 16

What are the advantages of using the mashup approach when integrating an SAP BusinessObjects BI system? Note: There are 2correct answers to this question.

Options:

A.

Data can be accessed in real time.

B.

Existing reports can be reused.

C.

Security issues with mashups outside of the corporate network are rare.

D.

Offline access is available.

Question 17

Which actions can you take to control custom fields and their values? Note: There are 2correct answers to this question.

Options:

A.

Use restriction rules

B.

Create a code list restriction

C.

Grant access to extension fields for business roles

D.

Grant access to extension fields for business users

Question 18

What types of mashups are available in SAP Service Cloud? Note: There are 2correct answers to this question.

Options:

A.

ABAP mashups

B.

Internal mashups

C.

HTML mashups

D.

URL mashups

Question 19

You plan a product recall with the help of automatically generated tickets. Which tool do you use?

Options:

A.

Ticket routing rules

B.

Realignment runs

C.

Maintenance plan

D.

Activity planner

Question 20

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

Options:

A.

Business roles

B.

Territories

C.

Validation rules

D.

Code list restrictions

Question 21

Which tool should you use to rename the Tickets facet?

Options:

A.

Language Adaptation tool

B.

Workflow with a Field Update action type

C.

Page Layout tool

D.

Adaptation tool

Question 22

Which objects can be assigned in the covered objects facet of a contract? Note: There are 2correct answers to this question.

Options:

A.

Account

B.

Products

C.

Categories

D.

Installed base

Question 23

Which steps are recommended to upload data into SAP Service Cloud through the Data Workbench? Note: There are 2correct answers to this question.

Options:

A.

Download the template.

B.

Map the data fields to the data fields offered in the template.

C.

Schedule an MDRO job.

D.

Delete the header with the field names in the template.

Question 24

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

Options:

A.

Maintain the ticket hierarchy.

B.

Run an action for grouping tickets.

C.

Use the Subticket tab to add a ticket.

D.

Define a multi-step approval process.

E.

Create an activity plan for an object ticket.

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Total 80 questions
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