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SAP C_C4H510_21 - SAP Certified Application Associate – SAP Service Cloud 2111

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Total 117 questions

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?

A.

Absolute, counter based

B.

One time. no condition, time and counter based

C.

One time, fixed

D.

One time, time and counter based

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

A.

HTML mashups

B.

URL mashups

C.

Internal mashups

D.

ASAP mashups

You set up an e-mail channel to process incoming tickets and create new customers for unknown senders. Which action should you take if you would rather route unknown senders to a common inbox (Unassociated E-mails)?

A.

Switch from channel type B2B to B2C.

B.

Switch from channel direction inbound to outbound.

C.

Switch from channel type B2C to B2B.

D.

Switch from channel direction outbound to inbound.

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.

The address of the installed base does not match the account.

D.

You need to update the skills in the service ticket and the installed base.

Which option do you have to mark a field as mandatory?

A.

Page layout configuration

B.

Disable personalization settings

C.

Maintenance of access restrictions in the business role

D.

Use Key user tool adaptation

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 steps are recommended to upload data into SAP Service Cloud through the Data

Workbench?

Note: There are 2 correct answers to this question.

A.

Save the file in XML

B.

Download the migration template.

C.

Schedule an MORO Job.

D.

Map the data fields with the offered data fields in the migration template.

What are the advantages of using the mashup approach when integrating an SAP Bl system? Note: There are 3 correct answers to this question.

A.

No security issues with mashup outside of corporate network

B.

Offline access is available

C.

Real-time data access

D.

No additional authorization concept is required

E.

Existing reports can be reused

Which service objects can you assign to an installed base? Note: There are 2 correct answers to this question.

A.

Ticket

B.

Visit

C.

Maintenance plan

D.

Contract

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

A.

Fine-tuning is the process of generating the activity list by answering questions about which business processes will be

implemented.

B.

Scoping is automatically generated by the system based on your fine-tuning decisions.

C.

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

D.

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