SAP Certified Application Associate - SAP Service Cloud 2011 (C_C4H510_04) Practice Test

Questions # 21:

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)?

Options:

Switch from channel type B2B to B2C.

Switch from channel direction inbound to outbound.

Switch from channel type B2C to B2B.

Switch from channel direction outbound to inbound.

Questions # 22:

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

Options:

Scope registered products

Purchase a license for the registered product

Maintain the installed base

Maintain number ranges for customers

Questions # 23:

Which master data is synchronized unidirectionally from SAP Service Cloud to SAP CRM?

Options:

Territories

Social media profiles

Accounts

Products

Questions # 24:

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

Options:

You can activate Microsoft Outlook integration for time recording.

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

Time recording can be done online or in offline mode.

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

Time sheets can be submitted for approval.

Questions # 25:

The status of a ticket needs to be escalated.

Which tool can be used to achieve this?

Note: There are 2 correct answers to this question.

Options:

Resource scheduler

Maintenance plan

Feature action within tickets

Workflow rule

Questions # 26:

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

Options:

Registered product

Installed base

Service contract

Service warranty

Questions # 27:

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

Options:

SLA determination

B -Ticket routing rule

Data Workbench

Delegation rules

Questions # 28:

In the SAP Service Cloud Ul, which of the following field properties can be controlled in the page layout? Note: There are 2 correct answers to this question.

Options:

Mandatory

Read-only

Query

New field

Questions # 29:

: Which fields can be pre-filled in the ticket template when you create a maintenance plan? Note: There are 3 correct answers to this question.

Options:

Ticket ID

Priority

Installed Base

Ticket Type

Service Category

Questions # 30:

Which key user tool allows you to change field properties on the SAP Service Cloud Ul?

Options:

Mashup

Code list restriction

Workflow rules

Adaptation

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