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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

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Question 1

What can the categories in the service catalog be used for? Note: There are 3correct answers to this question.

Options:

A.

Reporting purposes

B.

Determining service level assignments

C.

Determining responsibility for tickets

D.

Determining fine-tuning settings

E.

Controlling validity of the service catalog

Question 2

How can you upload data to a cloud data source? Note: There are 2correct answers to this question.

Options:

A.

Using a Web service

B.

Scheduled upload using a CSV file

C.

Manual upload using a CSV file

D.

Maintain an HTML mashup

Question 3

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

Options:

A.

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

B.

Fine-tuning is the process of generating the activity list byAnswer:ing que-stions about which business processes will be implemented.

C.

Scoping is a prerequisite to enable users to export reports to Microsoft Excel.

D.

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

Question 4

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 5

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

Options:

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.

Question 6

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?

Options:

A.

Absolute, counter-based

B.

Alternating, time and counter-based

C.

One time - no condition, time and counter-based

D.

One time, time and counter-based

Question 7

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

Options:

A.

Routing rules can be applied to warranties.

B.

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

C.

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

D.

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

Question 8

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 9

Which object is mandatory to integrate emails in tickets?

Options:

A.

Service organization

B.

Branding template

C.

Document type

D.

Service level agreement

Question 10

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 11

Which master data is synchronized bidirectionally between SAP S/4HANA and SAP Service Cloud?

Options:

A.

Account

B.

Product

C.

Account hierarchy

D.

Employee

Question 12

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

Options:

A.

Ticket type

B.

Channel direction

C.

Notification type

D.

Mashup service

E.

Channel type

Question 13

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 14

Which option can an administrator use to limit the end user's control of the user interface?

Options:

A.

Workflow Action: Manual Field update

B.

Disable Personalization

C.

Maintain Page Layout

D.

Code List Restriction

Question 15

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

Question 16

Which objects and settings can be used to determine a service ticket processing team? Note: There are 2correct answers to this question.

Options:

A.

Determination of involved parties

B.

SLA Determination

C.

Party roles

D.

Delegation rules

Question 17

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 18

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 19

Which element do you need to maintain to use maintenance plans?

Options:

A.

Scoping

B.

Fine-tuning

C.

Condition attribute

D.

Installed base

Question 20

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

Options:

A.

Sales contract

B.

Maintenance plan

C.

Custom fields

D.

Priority

Question 21

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 22

Which of the following is possible when creating tickets in the Agent Desktop?

Options:

A.

You can create knowledge articles.

B.

You can manually select the SLA.

C.

You can select multiple registered products in a single ticket.

D.

You can manually assign a maintenance plan.

Question 23

Which of the following API types does SAP recommend to use to achieve clean core integrations? Note: There are 2correct answers to this question.

Options:

A.

IDoc

B.

OData

C.

RFC

D.

SOAP

Question 24

What must you consider when you want to upload master data to SAP Service Cloud using templates?

Note: There are 2correct answers to this question.

Options:

A.

Data can be loaded or changed only once.

B.

You'll need to create an initial file based on predefined fields.

C.

You'll need to cleanse the legacy data.

D.

The migration run requires an approval from SAP Cloud Support.

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