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SAP C_C4H510_04 SAP Certified Application Associate - SAP Service Cloud 2011 Exam Practice Test

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Total 114 questions
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SAP Certified Application Associate - SAP Service Cloud 2011 Questions and Answers

Question 1

What are the main uses for warranty management in SAP Service Cloud? Note: There are 2 correct answers to this question.

Options:

A.

The system can be set up so that certain incident categories are not covered.

B.

Routing rules can be applied to warranties.

C.

The agent is prompted to upsell a warranty to the customer.

D.

When an agent creates a ticket with a registered product, the warranty is automatically determined.

Question 2

Question 4: Which of the following elements needs to be activated in the scoping? Note: There are 2 correct answers to this question.

Options:

A.

Service Contract Management

B.

Registered Products and Installed Bases

C.

Sales Contact

D.

Service Notification

Question 3

Which tool would you use to create high data volumes in SAP Service Cloud?

Options:

A.

Data Workbench

B.

Job Manager

C.

Form Templates

D.

Mass data maintenance

Question 4

Question 35: What are the scenarios that enable users to broadcast reports by e-mail? Note: There are 2 correct answers to this question.

Options:

A.

On specific report creation

B.

On every save of the report

C.

Periodic scheduling

D.

Ad-hoc broadcasting

Question 5

A maintenance plan is created with the condition "Every 5 weeks". Based on this condition, a ticket is created on

March 1, but ticket processing is delayed.

Which option should you enable on the ticket template to avoid creation of multiple tickets?

Options:

A.

Consider ticket resolved on date

B.

Consider contract status

C.

Consider maintenance plan condition

D.

Consider delay

Question 6

You plan a product recall with the help of automatically generated tickets. Which tool do you use?

Options:

A.

Ticket routing rules

B.

Maintenance plan

C.

Realignment runs

D.

Activity planner

Question 7

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

Options:

A.

Registered product

B.

Installed base

C.

Service contract

D.

Service warranty

Question 8

Which action should an administrator take to get a system bug fixed within SAP Service Cloud?

Options:

A.

Create an incident.

B.

Send an e-mail to SAP Cloud Support.

C.

Document an influencer story.

D.

Report a ticket.

Question 9

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

Note: There are 2 correct answers to this question.

Options:

A.

Create a migration template.

B.

Configure SAP Jam as knowledge base.

C.

Create a broadcast.

D.

Integrate MindTouch.

Question 10

How can you restrict access to Product View?

Options:

A.

Territories

B.

Service Unit of Employee

C.

Employee

D.

Sales Data of Employee

Question 11

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

Options:

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.

Question 12

Which actions are prerequisites to implement registered products? Note: There are 2 correct answers to this question.

Options:

A.

Scope registered products

B.

Purchase a license for the registered product

C.

Maintain the installed base

D.

Maintain number ranges for customers

Question 13

Which settings can you control for the e-mail channel setup? Note: There are 3 correct answers to this question.

Options:

A.

Notification type

B.

Ticket type

C.

Channel type

D.

Mashup service

E.

Channel direction

Question 14

When should you use the templates provided in the Data Workbench?

Options:

A.

When the Mass Change Account Data tool is used

B.

When customer data needs to be loaded quickly

C.

When there is unstructured legacy data

D.

When data volume is low

Question 15

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

Options:

A.

HTML mashups

B.

URL mashups

C.

Internal mashups

D.

ASAP mashups

Question 16

Which of the following are benefits of case management in SAP Service Cloud? Note: There are 2 correct answers to this question.

Options:

A.

Creating a ticket on the main account automatically creates tickets on the sub-accounts.

B.

Opening the main ticket allows you to see all of the connected sub-tickets.

C.

You can change the status of multiple sub-tickets from the main ticket.

D.

Changing the customer in the main ticket updates the customers in the related sub-tickets.

Question 17

Which of the following are reporting features in SAP Service Cloud? Note: There are 2 correct answers to this question.

Options:

A.

You can use a console to write SQL statements.

B.

You can add custom fields in data sources and reports.

C.

You can access data base and check raw data in tables.

D.

You can save report views and make them available to users.

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