Certified Application Associate – SAP Service Cloud 2111 (C-C4H510-21) Free Practice Test

Question 1

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

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

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

C. Fine-tuning is the process of generating the activity list by answering questions about which business processes will

D. Scoping is automatically generated by the system based on your fine-tuning decisions.

Correct Answer: A

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Question 2

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

A. Changing the customer in the main ticket updates the customers in the related sub-tickets.

B. You can change the status of multiple sub-tickets from the main ticket.

C. Creating a ticket on the main account automatically creates tickets on the sub-accounts.

D. Opening the main ticket allows you to see all of the connected sub-tickets.

Correct Answer: B,D

Question 3

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 direction inbound to outbound.

B. Switch from channel type B2C to B2B.

C. Switch from channel direction outbound to inbound.

D. Switch from channel type B2B to B2C.

Correct Answer: D

Question 4

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

A. Data Workbench

B. SLA determination

C. Ticket routing rule

D. Delegation rules

Correct Answer: C

Question 5

Question 35: What are the scenarios that enable users to broadcast reports by e-mail? Note: There are 2 correct answers to this question.

A. On every save of the report

B. On specific report creation

C. Periodic scheduling

D. Ad-hoc broadcasting

Correct Answer: C,D

Question 6

Which element is needed to determine the due date for the initial ticket response in Service Level Agreements?

A. Priority

B. Document types

C. Maintenance plan

D. Service category

Correct Answer: C

Question 7

Which actions can be taken to see the restriction rules in access restrictions? Note: There are 3 correct answers to this question.

A. Set the read and write access to restricted.

B. Set the access rights to edit.

C. Set the write access to restricted.

D. Set the read access to restricted.

E. Set the access rights to display.

Correct Answer: A,C,D

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SAP Certified Application Associate – SAP Service Cloud 2111 (C-C4H510-21) Free Practice Test