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SAP C_C4H51_2405 SAP Certified Associate - Implementation Consultant - SAP Service Cloud Exam Practice Test

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Total 80 questions
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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Questions and Answers

Question 1

Which options can you use to limit the population of a single field in the SAP Service Cloud UI? Note: There are 2correct answers to this question.

Options:

A.

Page layout

B.

Code list restriction

C.

Validation rule

D.

Delegation

Question 2

Where can you keep track of new and modified knowledge base articles?

Options:

A.

Knowledge base fine-tuning activity

B.

Solution finder

C.

Broadcast

D.

Feed

Question 3

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

Options:

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.

Question 4

Which of the following objects can be replicated from SAP Service Cloud to SAP Field Service Management?

Note: There are 2correct answers to this question.

Options:

A.

Service contracts

B.

Installed bases

C.

Contacts

D.

Registered products

Question 5

What steps must you take to set up SAP Knowledge Central by NICE as your knowledge base? Note: There are 2correct answers to this question.

Options:

A.

Create a Web service with SAP Knowledge Central by NICE.

B.

Create knowledge base articles in SAP Service Cloud.

C.

Configure the relevantquestionin scoping.

D.

Create a validation rule.

Question 6

Your company would like to have reports with combined evaluations from two different datasources. How can you achieve this goal?

Note: There are 2correct answers to this question.

Options:

A.

Create a joined data source

B.

Create an interactive dashboard

C.

Create a report based on the Tickets data source

D.

Create a Cloud data source

Question 7

You have configured the service level agreements (SLAs) and their determination rules, but they are not derived in the service ticket. Which of the following could be a reason for this?

Note: There are 2correct answers to this question.

Options:

A.

The determination rules have been configured, but not activated.

B.

SLAS are not configured in fine-tuning.

C.

A workflow rule was not scheduled to trigger the determination.

D.

SLAs are not activated in project scoping.

Question 8

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

Options:

A.

ABAP mashups

B.

Internal mashups

C.

HTML mashups

D.

URL mashups

Question 9

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

Options:

A.

Maintenance plan

B.

Ticket

C.

Warranty

D.

Contract

Question 10

Which object can you assign to a ticket template when you are using maintenance plans?

Options:

A.

Service category

B.

Reference date

C.

Maintenance plan condition

D.

Registered product

Question 11

Which elements can be used to restrict access to views? Note: There are 2correct answers to this question.

Options:

A.

Business roles

B.

Territories

C.

Validation rules

D.

Code list restrictions

Question 12

Which tools can you use to create new accounts in SAP Service Cloud? Note: There are 2correct answers to this question.

Options:

A.

Data Workbench

B.

Workflow rules

C.

Mass Change Account Data

D.

Manual migration

Question 13

In the ticket, no warranty is determined for a registered product. What might be the cause?

Note: There are 2correct answers to this question.

Options:

A.

The registered product is not assigned to an installed base.

B.

The warranty is not assigned to an installed base.

C.

The warranty is not assigned to a registered product.

D.

The warranty is expired.

Question 14

Which fields are mandatory when you create a cloud data source? Note: There are 3correct answers to this question.

Options:

A.

Data Source ID

B.

Data Type

C.

Name

D.

Web Service URL

E.

Usage

Question 15

Which fields can be used to maintain service levels? Note: There are 2correct answers to this question.

Options:

A.

Due Date

B.

Custom fields

C.

Priority

D.

Category

Question 16

Which options can be used to control the access rights of a user? Note: There are 2correct answers to this question.

Options:

A.

Create territory hierarchy levels

B.

Remove the personal data from the business user

C.

Assign employee to an organizational unit

D.

Assign restriction rules

Question 17

You are configuring SAP Service Cloud to automatically create tickets from Facebook posts and assign them to the social media support team. Which features of SAP Service Cloud can help with this?

Note: There are 2correct answers to this question.

Options:

A.

Scoping in the Configuration Workbench

B.

Social media channel configuration

C.

Approval process for social media import run

D.

Work distribution

Question 18

Which object can you use in a ticket template when you create a new maintenance plan? Note: There are 2correct answers to this question.

Options:

A.

Organization

B.

Service level

C.

Ticket type

D.

Category

Question 19

Which of the following apply to time recording? Note: There are 3correct answers to this question.

Options:

A.

Automatic time recording can be done by choosing "Start recording" and "Stop recording".

B.

Time sheets can be submitted for approval.

C.

You can activate Microsoft Outlook integration for time recording.

D.

Code list restrictions are not possible for the Time Type field.

E.

Time recording can be done without assignment to a ticket.

Question 20

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

Options:

A.

You can link multiple tickets to a customer hierarchy using the Grouping feature.

B.

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

C.

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

D.

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

Question 21

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

Options:

A.

Implement the provided Hot Fix number.

B.

Create an incident.

C.

Report a ticket.

D.

Send an email to SAP Cloud Support.

Question 22

Which object can be used in workflow definition and assigned to organizational structures?

Options:

A.

Employee

B.

Business user

C.

Business role

D.

Job definition

Question 23

Which steps do you need to automatically create a service ticket when an email comes in? Note: There are 3correct answers to this question.

Options:

A.

Set scoping ques-tions and outgoing email details in fine-tuning.

B.

Create an email template for responses.

C.

Create an account with the email address of the customer.

D.

Configure the email address in the communication channel.

E.

Set up service categories and service catalogs.

Question 24

Which model can be used for ABAP cloud-native development?

Options:

A.

The SAP S/4HANA Cloud Extensibility Model

B.

The ABAP Cloud Development Model

C.

ABAP RESTful Application Programming Model

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Total 80 questions
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