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  • Exam Name: SAP Certified Application Associate – SAP Service Cloud 2111
  • Last Update: May 18, 2024
  • Questions and Answers: 117
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C_C4H510_21 Practice Exam Questions with Answers SAP Certified Application Associate – SAP Service Cloud 2111 Certification

Question # 6

Which key scoping elements can be defined under the Business Configuration work center in SAP Service Cloud?

A.

Countries, business processes, integrations

B.

Countries, data workbench, form templates

C.

Countries, workflow rules, integrations

D.

Countries, business processes, business users

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Question # 7

Which of the following standard objects are supported by the Data Workbench? Note: There are 2 correct answers to this question.

A.

Resource scheduler

B.

Account

C.

Contacts

D.

Warranty

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Question # 8

Which option do you have to mark a field as mandatory?

A.

Page layout configuration

B.

Disable personalization settings

C.

Maintenance of access restrictions in the business role

D.

Use Key user tool adaptation

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Question # 9

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

A.

At least one service object needs to be assigned.

B.

A service contract is active.

C.

A customer needs to be assigned.

D.

Address mismatches must be corrected first.

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Question # 10

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

Note: There are 2 correct answers to this question.

A.

Create a migration template.

B.

Configure SAP Jam as knowledge base.

C.

Create a broadcast.

D.

Integrate MindTouch.

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Question # 11

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

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Question # 12

When an end user logs an incident in SAP Service Cloud, which steps will be used by the administrator to manage the incident?

A.

Set up a multi-step approval process.

B.

Push the incident to SAP Service Cloud support.

C.

Start processing.

D.

Change the priority to escalated.

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Question # 13

Which of the following Data Workbench actions are supported for a complete business object? Note: There are 2 correct answers to this question.

A.

Delete

B.

Update

C.

Upsert

D.

Insert

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Question # 14

Which of the following access restriction types are available in SAP Service Cloud? Note: There are 3 correct answers to this question.

A.

Full Access

B.

Unrestricted

C.

Restricted

D.

No Access

E.

Define Specific Restriction

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Question # 15

Which Analytics key features allow you to monitor business processes in SAP Service Cloud? Note: There are 3 correct answers to this question.

A.

Inner join data sources

B.

Web service message monitoring

C.

Custom reports

D.

Standard reports

E.

Interactive dashboards

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Question # 16

Which action is a prerequisite to implement registered products? Note: There are 2 correct answers to this question.

A.

Activate Registered Products in Scoping

B.

Create an Installed Base

C.

Create numeric ranges for customers

D.

Create customer records

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Question # 17

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

A.

Ticket

B.

Visit

C.

Maintenance plan

D.

Contract

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Question # 18

What are the valid schedule types when creating maintenance plans? Note: There are 2 correct answers to this question.

A.

Recall

B.

Counter based

C.

Absolute

D.

Cyclical

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Question # 19

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.

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Question # 20

Question 8: What types of mashups are available in SAP Service Cloud?

Note: There are 2 correct answers to this question.

A.

HTML mashups

B.

URL mashups

C.

ASAP mashups

D.

Internal mashups

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Question # 21

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?

A.

Absolute, counter based

B.

One time. no condition, time and counter based

C.

One time, fixed

D.

One time, time and counter based

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Question # 22

Which key features of the Analytics framework allow you to monitor business processes in SAP Service Cloud? Note: There are 3 correct answers to this question.

A.

Web service message monitoring

B.

Custom reports

C.

Interactive dashboards

D.

Standard reports

E.

Inner join data sources

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Question # 23

Which tool do you use to determine a service ticket processing team, based on conditions?

A.

SLA determination

B -Ticket routing rule

B.

Data Workbench

C.

Delegation rules

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Question # 24

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

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.

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Question # 25

Which of the following elements can you use to restrict access to an installed base? Note: There are 2 correct answers to this question.

A.

Territory

B.

Service organization

C.

Skills

D.

Measurement and reading

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Question # 26

Which of the following scoping questions needs to be flagged to enable automatic ticket creation based on incoming e-mails?

A.

Do you want to support e-mail channels for corporate accounts?

B.

Do you want to enable agents to respond to tickets using an external e-mail client?

C.

Do you want to enable internal memos for tickets?

D.

Do you want to download an add-in for Microsoft Outlook?

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Question # 27

What objects can be used to define work distribution rules? Note: There are 2 correct answers to this question.

A.

Employees

B.

Territories

C.

Incidents

D.

Service agents

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Question # 28

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

A.

Incident category

B.

Warranty category

C.

Service category

D.

Cause category

E.

Maintenance category

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Question # 29

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

A.

Determining fine-tuning settings

B.

Controlling responsibility

C.

Controlling validity of the service catalog

D.

Reporting

E.

Determining service level assignments

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Question # 30

What is one consequence of scoping the installed base option?

A.

The Measurements feature is activated.

B.

The Registered Product scoping option will be selected automatically.

C.

Warranty management is available in service tickets.

D.

The number of available standard reports is reduced.

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Question # 31

Question 33: In the ticket, there is no warranty determined for the registered product. Which of the following reasons could be a cause?

A.

The warranty is expired.

B.

The warranty is set to active.

C.

The registered product has no installed base assignment.

D.

The ticket is escalated.

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Question # 32

Which types of work distribution are possible for routing tickets in SAP Service Cloud? Note: There are 3 correct answers to this question.

A.

Account work distribution

B.

Organizational work distribution

C.

Service category distribution

D.

Territory work distribution

E.

Employee work distribution

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Question # 33

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

A.

Maintenance plan

B.

Visit

C.

Contract

D.

Ticket

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Question # 34

You set up an e-mail channel to process incoming tickets and create new customers for unknown senders. Which action should you take if you would rather route unknown senders to a common inbox (Unassociated E-mails)?

A.

Switch from channel type B2B to B2C.

B.

Switch from channel direction inbound to outbound.

C.

Switch from channel type B2C to B2B.

D.

Switch from channel direction outbound to inbound.

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Question # 35

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

A.

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

B.

You can activate the Microsoft Outlook integration for time recording.

C.

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

D.

Time recording can be done online or in offline mode.

E.

Time sheets can be submitted for approval.

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