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SAP C_C4H510_04 - SAP Certified Application Associate - SAP Service Cloud 2011

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Total 114 questions

Which best practice actions are suggested for incident management? Note: There are 3 correct answers to this question.

A.

Report the incident from the screen in which the issue occurs.

B.

Keep the incident lightweight and use screenshots only if it is necessary.

C.

Check for solutions in the Help Center.

D.

Always create the incident with medium priority and adjust it later if applicable.

E.

Always include step-by-step instructions on how to recreate the issue.

Which element is needed to determine the due date for the initial ticket response in Service Level Agreements?

A.

Document types

B.

Maintenance plan

C.

Service category

D.

Priority

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.

Data can be loaded only once.

B.

Field definitions are not relevant.

C.

There is a template available for each object that allows tool-supported migration.

D.

The template structure is predefined and cannot be changed.

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

A.

Operating hours

B.

Maintenance plan

C.

Service contract

D.

Working calendar

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

A.

Use the Subticket tabstrip to add a ticket.

B.

Execute an action for grouping tickets.

C.

Maintain the ticket hierarchy.

D.

Select the relevant scoping item.

E.

Define a multi-step approval process.

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.

A.

The determination rules have been configured, but not activated.

B.

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

C.

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

D.

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

Which of the following options are features within the Analytics framework? Note: There are 2 correct answers to this question.

A.

You can add custom fields in data sources and reports.

B.

With the Dashboard Designer, KPIs can be joined to a new data source.

C.

With the mashup approach, offline access to an SAP BusinessObjects Bl system is available.

D.

You can create new custom reports based on join data sources.

Which tools can you use to dispatch a service technician to an open demand ticket? Note: There are 3 correct answers to this question.

A.

FSM

B.

Time recording

C.

Manual Routing

D.

MRS

E.

Activity Planner

Which Analytics key features allow you to monitor business processes in SAP Service Cloud? Note: There are 3 correct answers to this question.

A.

Inner join data sources

B.

Web service message monitoring

C.

Custom reports

D.

Standard reports

E.

Interactive dashboards

Which objects can be used within ticket creation to automatically determine the registered product?

A.

Installed Base

B.

Installation Point

C.

Warranty

D.

Product