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SAP C_C4H510_04 Exam Description:
The “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. This certificate proves that the candidate has the core understanding required of an application consultant and is able to apply the associated prerequisite skills practically under the supervision of an expert consultant in a project environment.
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. Configure the e-mail address in the communication channel.
- B. Create an account with the e-mail address of the customer.
- C. Set up service categories and service catalogs.
- D. Create an e-mail template for responses.
- E. Set scoping questions and outgoing e-mail details in fine-tuning.
Answer: A,B,E
NEW QUESTION 52
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. Feed
- B. Solution finder
- C. Knowledge base fine-tuning activity
- D. Broadcast
Answer: B
NEW QUESTION 53
To which objects can you directly assign a registered product? Note: There are 2 correct Answers to this question.
- A. Appointment
- B. Territory
- C. Installed base
- D. Maintenance plan
Answer: C,D
NEW QUESTION 54
Which data is bidirectionally synchronized between SAP Cloud for Customer and SAP Field Service Management?
- A. Accounts
- B. Tickets
- C. Employees
- D. Products
Answer: B
NEW QUESTION 55
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. Configure the e-mail address in the communication channel.
- B. Create an account with the e-mail address of the customer.
- C. Create an e-mail template for responses.
- D. Set up service categories and service catalogs.
- E. Set scoping questions and outgoing e-mail details in fine-tuning.
Answer: A,C,E
NEW QUESTION 56
Question 42: You want to create a service ticket with a reference to an installed base, but installed base is not available for selection.
What could be the reason?
- A. You need to be maintained as the contact for the installed base.
- B. The installed base is in status "In Preparation" and needs to be activated.
- C. You need to update the skills in the service ticket and the installed base.
- D. The address of the installed base does not match the account.
Answer: B
NEW QUESTION 57
Which objects can you assign to an installed base? Note: There are 2 correct answers to this question.
- A. Ticket
- B. Maintenance plan
- C. Visit
- D. Contract
Answer: A,D
NEW QUESTION 58
Which of the following elements needs to be activated in the scoping? Note: There are 2 correct Answers to this question.
- A. Registered Products and Installed Bases
- B. Service Notification
- C. Sales Contact
- D. Service Contract Management
Answer: A,D
NEW QUESTION 59
What objects can be used to define work distribution rules? Note: There are 2 correct Answers to this question.
- A. Service agents
- B. Employees
- C. Territories
- D. Incidents
Answer: B,C
NEW QUESTION 60
Which of the following is correct in the context of scoping and fine -tuning? Note: There are 2 correct answers to this question.
- A. The activity list is automatically generated by the system based on your scoping decisions.
- B. Scoping is automatically generated by the system based on your fine-tuning decisions.
- C. Fine-tuning is the process of generating the activity list by answering questions about which business processes will be implemented.
- D. Scoping is the process of matching your individual business requirements to predefined solution capabilities.
Answer: A,D
NEW QUESTION 61
Which service objects can you assign to an installed base? Note: There are 2 correct Answers to this question.
- A. Ticket
- B. Maintenance plan
- C. Visit
- D. Contract
Answer: B,D
NEW QUESTION 62
What objects can be used to define work distribution rules? Note: There are 2 correct answers to this question.
- A. Service agents
- B. Territories
- C. Employees
- D. Incidents
Answer: B,D
NEW QUESTION 63
Which of the following Data Workbench actions are supported for a complete business object? Note: There are 2 correct answers to this question.
- A. Upsert
- B. Delete
- C. Insert
- D. Update
Answer: A,C
NEW QUESTION 64
Which of the following options are possible for permissions?
- A. You can decide, per view, if the access rights should override any restrictions you have defined or not.
- B. If an activity is contained in multiple views and the access rights are contradictory, the system automatically grants no access.
- C. Restricted access rights override any unrestricted access you have defined.
- D. Unrestricted access rights override any restrictions you have defined.
Answer: D
NEW QUESTION 65
What types of mashups are available in SAP Service Cloud? Note: There are 2 correct Answers to this question.
- A. ABAP mashups
- B. Internal mashups
- C. URL mashups
- D. HTML mashups
Answer: C,D
NEW QUESTION 66
Which Analytics key features allow you to monitor business processes in SAP Service Cloud? Note: There are
3 correct answers to this question.
- A. Custom reports
- B. Standard reports
- C. Web service message monitoring
- D. Inner join data sources
- E. Interactive dashboards
Answer: A,B,E
NEW QUESTION 67
Which feature in user interface maintenance can be used to control the values of custom fields?
- A. Usage of restriction rules
- B. Personalization
- C. Code list restriction
Answer: C
NEW QUESTION 68
Which objects can be used within ticket creation to automatically determine the registered product?
- A. Warranty
- B. Product
- C. Installed Base
- D. Installation Point
Answer: D
NEW QUESTION 69
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 contract status
- B. Consider maintenance plan condition
- C. Consider delay
- D. Consider ticket resolved on date
Answer: D
NEW QUESTION 70
Which key user tool allows you to change field properties on the SAP Service Cloud Ul?
- A. Adaptation
- B. Mashup
- C. Code list restriction
- D. Workflow rules
Answer: A
NEW QUESTION 71
Which feature in user interface maintenance can be used to control the values of custom fields?
- A. Usage of restriction rules
- B. Code list restriction
- C. Activation scoping item in administration
- D. Personalization
Answer: D
NEW QUESTION 72
Which action should an administrator take to get a system bug fixed within SAP Service Cloud?
- A. Send an e-mail to SAP Cloud Support.
- B. Create an incident.
- C. Document an influencer story.
- D. Report a ticket.
Answer: D
NEW QUESTION 73
What can you do to give employees easy access to a centralized repository of information that would help with ticket resolution?
Note: There are 2 correct answers to this question.
- A. Configure SAP Jam as knowledge base.
- B. Integrate MindTouch.
- C. Create a migration template.
- D. Create a broadcast.
Answer: A,B
NEW QUESTION 74
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