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SAP C_C4H51_2405 - SAP Certified Associate - Implementation Consultant - SAP Service Cloud

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Total 80 questions

Which elements can be used to determine the reaction time in service level agreements? Note: There are 2correct answers to this question.

A.

Sales contract

B.

Maintenance plan

C.

Custom fields

D.

Priority

Which actions are necessary to use installed bases in service tickets? Note: There are 2correct answers to this question.

A.

A customer needs to be assigned to the installed base.

B.

The installed base must be set to active status.

C.

An active service contract must be added to the installed base.

D.

At least one registered product must be assigned to the installed base.

Which category types can be used when creating a Service Catalog? Note: There are 3correct answers to this question.

A.

Process category

B.

Warranty category

C.

Maintenance category

D.

Incident category

E.

Cause category

What do you have to consider when you are using the Data Workbench?

A.

Templates are used to update existing data records.

B.

Using the Data Workbench requires the activation of a scoping item.

C.

Using the Data Workbench requires an additional license.

D.

Additional configuration needs to be defined in the fine-tuning area.

Which options are features within the Analytics framework? Note: There are 3correct answers to this question.

A.

You can use Dashboard Designer to join KPIs to a new data source.

B.

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

C.

You can assign reports to business roles.

D.

You can use a mashup to access SAP BusinessObjects BI offline.

E.

You can add custom fields in data sources and reports.

What can you do to give employees easy access to a centralized repository of information that would help with ticket resolution?

A.

Create and assign a survey to a ticket

B.

Configure a response template

C.

Integrate an external knowledge base

D.

Set up a knowledge base for service contracts

What are the advantages of using the mashup approach when integrating an SAP BusinessObjects BI system? Note: There are 2correct answers to this question.

A.

Data can be accessed in real time.

B.

Existing reports can be reused.

C.

Security issues with mashups outside of the corporate network are rare.

D.

Offline access is available.

What can you use to create tickets based on conditions?

A.

The Ticket Creation action in the Tickets work center

B.

Maintenance plan

C.

Activity planner

D.

Workflow rule of type Action

Which of the following actions are needed to link incoming emails to a ticket? Note: There are 2correct answers to this question.

A.

Activate the scoping item Function Locations

B.

Activate the scoping item "Do you want to support email channels for corporate accounts?"

C.

Maintain an email address

D.

Activate the Messaging Service communication channel

Which steps are recommended to upload data into SAP Service Cloud through the Data Workbench? Note: There are 2correct answers to this question.

A.

Download the template.

B.

Map the data fields to the data fields offered in the template.

C.

Schedule an MDRO job.

D.

Delete the header with the field names in the template.