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SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:

1. What activities do you perform in the administrator work center to enable a new social media channel? There are 3 correct answers to this question.

A) Set up ticket routing for the social media channel
B) Set up access to social media account
C) Create and schedule social media import run
D) Set up service level determination for the social media channel
E) Select the channel type

2. What is the difference between a business user and employee? Note: There are 2 correct answers to this question.

A) Employee can be assigned access rights and business roles; business user cannot
B) Business users can be assigned access right and business roles: employees cannot
C) Business users can be created using the data migration template: employee cannot
D) Employee need to be assigned directly to the organizational structure; business users must not

3. A user is assigned two work centers that contain the same view. In the first work center.
the user has unrestricted read and write access. In the second work center, the user had read only access.
Which access rights does the user get for this view in both work centers?

A) Only unrestricted write access
B) Unrestricted read and write access
C) Restricted read and write access
D) Only restricted write access

4. You release an invoicing-relevant item with processing type Part Consumption from Technician Stock from an SAP Cloud for Customer work ticket to SAP ERP Where are the quantity fields used? Note: There are 2 correct answers to this question.

A) The actual quantity is used in the billing request item
B) The actual quantity is used in the goods movement
C) The target quantity is used in the goods movement
D) The target quantity is used in the billing request item

5. How does the integration of SAP JAM with SAP Cloud for Customer benefit service agents? Note: There are
2 correct answers to this question.

A) They can create a ticket directly from SAP JAM
B) They can attach Knowledge Base articles to tickets
C) They can view Knowledge Base group updates in the Feed pane
D) They can edit Knowledge Base articles in the agent workspace

Solutions: