SAP Certified Application Associate - SAP Service Cloud 2011 (C-C4H510-04) Free Practice Test

Question 1

Which 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

Correct Answer: A,D

Question 2

Which transactional data is replicated unidirectionally from SAP Service Cloud to SAP CRM?

A. Tickets

B. Activities

C. External pricing

D. Contracts

Correct Answer: A

Question 3

You have configured the SLAs and their determination rules, but they are not derived in the service ticket.
Which of the following can be a reason for that? Note: There are 2 correct answers to this question.

A. The system background job for SLA determination runs every 30 minutes and has not been executed yet.

B. The question related to SLAs must be activated in project scoping.

C. A workflow rule has to be scheduled to trigger the determination.

D. The determination rules have been configured, but not activated.

Correct Answer: B,D

Question 4

Which fields can be determined by using Service Level Agreements? Note: There are 2 correct answers to this question.

A. Status

B. Service level of incoming tickets

C. Ticket due date

D. Service category

Correct Answer: A,D

Question 5

You request external prices from SAP ERP for your contract document. What do you need to display a valid condition record in SAP Service Cloud?

A. Cross-selling list

B. Price scale

C. Price list

D. Pricing procedure

Correct Answer: D

Question 6

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.

A. New field

B. Query

C. Read-only

D. Mandatory

Correct Answer: C,D

Question 7

Which of the following options are possible for permissions?

A. Unrestricted access rights override any restrictions you have defined.

B. You can decide, per view, if the access rights should override any restrictions you have defined or not.

C. If an activity is contained in multiple views and the access rights are contradictory, the system automatically grants no access.

D. Restricted access rights override any unrestricted access you have defined.

Correct Answer: D

Question 8

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. Contacts

C. Warranty

D. Account

Correct Answer: B,D

Question 9

What are the main uses for warranty management in SAP Service Cloud? Note: There are 2 correct answers to this question.

A. The system can be set up so that certain incident categories are not covered.

B. When an agent creates a ticket with a registered product, the warranty is automatically determined.

C. Routing rules can be applied to warranties.

D. The agent is prompted to upsell a warranty to the customer.

Correct Answer: A,B

Question 10

Which of the following options can be used to control the access rights of a user in transactions? Note: There are 2 correct answers to this question.

A. Usage of Delegates

B. Assign Restriction Rules

C. Configure Work Distribution Rules for Employees

D. Activate Scoping Item Determination for Territory Owner in Transaction

Correct Answer: B,C

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SAP Certified Application Associate - SAP Service Cloud 2011 (C-C4H510-04) Free Practice Test