SAP Certified Associate - Implementation Consultant - SAP Service Cloud (C_C4H51_2405) Practice Test

Questions # 11:

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

Options:

Determination of involved parties

SLA Determination

Party roles

Delegation rules

Questions # 12:

Which actions are required to allow contract management in SAP Service Cloud? Note: There are 2correct answers to this question.

Options:

Activate Service Contract Management in scoping

Activate Create Contracts in the Detail view

Use fine-tuning to manage the numeric range for contracts

Use fine-tuning to activate Service Contract Management

Questions # 13:

What can you use to create tickets based on conditions?

Options:

The Ticket Creation action in the Tickets work center

Maintenance plan

Activity planner

Workflow rule of type Action

Questions # 14:

You are using contracts in SAP Service Cloud, and you want to automatically create an opportunity in the system three months before a contract ends. How can you achieve this?

Options:

Maintain the fine-tuning activity for contracts.

Maintain a reference date in the contract.

Create a workflow rule.

Select the relevant scoping ques-tion.

Questions # 15:

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:

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

Create an email template for responses.

Create an account with the email address of the customer.

Configure the email address in the communication channel.

Set up service categories and service catalogs.

Questions # 16:

Which objects can be assigned in the covered objects facet of a contract? Note: There are 2correct answers to this question.

Options:

Account

Products

Options:

A customer needs to be assigned to the installed base.

The installed base must be set to active status.

An active service contract must be added to the installed base.

At least one registered product must be assigned to the installed base.

Questions # 18:

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:

The registered product is not assigned to an installed base.

The warranty is not assigned to an installed base.

The warranty is not assigned to a registered product.

The warranty is expired.

Questions # 19:

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

Options:

Due Date

Custom fields

Priority

Options:

Ticket routing rules

Realignment runs

Maintenance plan

Activity planner

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