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

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Total 117 questions

Which of the following actions can you perform to configure access rights? Note: There are 3 correct answers to this question.

A.

Set access restrictions.

B.

Control access on field and action level.

C.

Create service level agreements.

D.

Assign work centers and views.

E.

Maintain the service catalog.

Which of the following options are possible for permissions?

A.

If an activity is contained in multiple views and the access rights are contradictory, the system automatically grants no access.

B.

Unrestricted access rights override any restrictions you have defined.

C.

Restricted access rights override any unrestricted access you have defined.

D.

You can decide, per view, if the access rights should override any restrictions you have defined or not.

Because some activities can be carried out in multiple views, which of the following is correct regarding access rights?

A.

If an activity is contained in multiple views and the access rights are contradictory, the system automatically grants no

access.

B.

You can decide, per view, if the access rights should override any restrictions you have defined or not.

C.

Unrestricted access rights override any restrictions you have defined.

D.

Restricted access rights override any unrestricted access you have defined.

Which of the following elements are necessary to calculate the due dates defined in the SLA? Note: There are 2 correct answers to this question.

A.

Working calendar

B.

Service contract

C.

Operating hours

D.

Maintenance plan

Which key user features allow you to change field properties on the SAP Service Cloud Ul?

A.

Code list restriction

B.

Workflow rules

C.

Adaptation

D.

Mashup

When a customer calls in with a problem with their product, which feature helps the service agent quickly identify the unique product ?

A.

Registered product

B.

Installed base

C.

Service contract

D.

Service warranty

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

A.

Define a template.

B.

Set up an approval process.

C.

Activate Live Activity Configuration.

D.

Create a customer and assign an e-mail address.

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.

You request external prices from SAP ERP for your contract document. What do you need to display a valid condition record in SAP Service Cloud?

A.

Price scale

B.

Cross-selling list

C.

Price list

D.

Pricing procedure

Which fields can be determined by using SLAs? Note: There are 2 correct answers to this question.

A.

Service level of incoming tickets

B.

Status

C.

Service category

D.

Ticket due date