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C_C4H51_2405 SAP Certified Associate - Implementation Consultant - SAP Service Cloud Questions and Answers

Questions 4

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.

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Questions 5

You are setting up an organizational structure for a new implementation. Which actions can you take while performing this task?

Note: There are 2correct answers to this question.

Options:

A.

Make sure an organizational node can only be set up with a replication process from the back end.

B.

Make sure that each organizational unit can have only one function at a time.

C.

Use the Reporting Line function for selection.

D.

Assign an employee to several organizational units.

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Questions 6

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

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Questions 7

Which of the following can you use to explore released APIs?

Options:

A.

SAP Application Interface Framework

B.

SAP Business Accelerator Hub

C.

SAP Integration Suite

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Questions 8

Which of the following elements can you configure for the object ticket using the fine-tuning function?

Options:

A.

Ticket routing

B.

Milestones

C.

Skills

D.

Parties involved

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Questions 9

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.

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Questions 10

Which restriction rules can you use to control the access to an installed base? Note: There are 2correct answers to this question.

Options:

A.

Business role

B.

Territories

C.

Measurement and reading

D.

Employee

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Questions 11

What are the advantages of using the mashup approach when integrating an SAP BusinessObjects BI system? Note: There are 2correct answers to this question.

Options:

A.

Data can be accessed in real time.

B.

Existing reports can be reused.

C.

Security issues with mashups outside of the corporate network are rare.

D.

Offline access is available.

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Questions 12

Which tools can you use to dispatch a service technician to an open ticket? Note: There are 3correct answers to this question.

Options:

A.

Ticket routing

B.

Time recording

C.

SAP Field Service Management

D.

Activity planner

E.

Manual routing

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Questions 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

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Questions 14

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.

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Questions 15

Which steps are recommended to upload data into SAP Service Cloud through the Data Workbench? Note: There are 2correct answers to this question.

Options:

A.

Download the template.

B.

Map the data fields to the data fields offered in the template.

C.

Schedule an MDRO job.

D.

Delete the header with the field names in the template.

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Questions 16

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.

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Questions 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

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Questions 18

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

Options:

A.

Activate status schema for functional locations

B.

Create customer records

C.

Activate registered products in scoping

D.

Create an installed base

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Questions 19

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

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Questions 20

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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Questions 21

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

Options:

A.

Skills

B.

Measurements

C.

Registered products

D.

Service contracts

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Questions 22

Which data is replicated from SAP Service Cloud to SAP Field Service Management?

Options:

A.

Installed base

B.

Registered product

C.

Account hierarchy

D.

Ticket hierarchy

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Questions 23

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

Options:

A.

Activate Service Contract Management in scoping

B.

Activate Create Contracts in the Detail view

C.

Use fine-tuning to manage the numeric range for contracts

D.

Use fine-tuning to activate Service Contract Management

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Questions 24

Which of the following objects can you assign to an installed base at item level? Note: There are 3correct answers to this question.

Options:

A.

Product

B.

Text

C.

Registered product

D.

Maintenance plan

E.

Warranty

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Exam Code: C_C4H51_2405
Exam Name: SAP Certified Associate - Implementation Consultant - SAP Service Cloud
Last Update: Nov 21, 2024
Questions: 80
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