SAP Certified Application Associate ? SAP Service Cloud 2011 Exam
Last exam update: Jul 20 ,2024
Page 1 out of 7. Viewing questions 1-15 out of 114
Question 1
To which objects can you directly assign a registered product? Note: There are 2 correct answers to this question.
A. Maintenance plan
B. Appointment
C. Installed base
D. Territory
Answer:
A, C
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Question 2
The system needs to be set up to route all messages from Twitter that get created as service tickets to be handled by a specific team. Which feature of SAP Service Cloud can help with this?
A. SLA
B. Work distribution
C. Knowledge base integration
D. Social channel setup
Answer:
C
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Question 3
Which of the following is correct in the context of scoping and fine -tuning? Note: There are 2 correct answers to this question.
A. Fine-tuning is the process of generating the activity list by answering questions about which business processes will be implemented.
B. Scoping is automatically generated by the system based on your fine-tuning decisions.
C. The activity list is automatically generated by the system based on your scoping decisions.
D. Scoping is the process of matching your individual business requirements to predefined solution capabilities.
Answer:
C, D
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Question 4
Which of the following actions can you perform to configure access rights? Note: There are 3 correct answers to this question.
A. Set access restrictions.
B. Control access on field and action level.
C. Create service level agreements.
D. Assign work centers and views.
E. Maintain the service catalog.
Answer:
ABD
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Question 5
Which element is needed to determine the due date for the initial ticket response in Service Level Agreements?
A. Document types
B. Maintenance plan
C. Service category
D. Priority
Answer:
B
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Question 6
Which key features of the Analytics framework allow you to monitor business processes in SAP Service Cloud? Note: There are 3 correct answers to this question.
A. Web service message monitoring
B. Custom reports
C. Interactive dashboards
D. Standard reports
E. Inner join data sources
Answer:
A, B, D
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Question 7
What does the system automatically generate when you create a new employee in SAP Service Cloud?
A. Organizational unit
B. Workflow rule
C. Service agent
D. Business user
Answer:
D
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Question 8
Which business function in the account master will block the release of quotes to SAP S/4HANA?
A. Sales support block
B. Prospect
C. Delivery block
D. Credit limit check
Answer:
C
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Question 9
When an end user logs an incident in SAP Service Cloud, which steps will be used by the administrator to manage the incident?
A. Set up a multi-step approval process.
B. Push the incident to SAP Service Cloud support.
C. Start processing.
D. Change the priority to escalated.
Answer:
C
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Question 10
Which Analytics key features allow you to monitor business processes in SAP Service Cloud? Note: There are 3 correct answers to this question.
A. Inner join data sources
B. Web service message monitoring
C. Custom reports
D. Standard reports
E. Interactive dashboards
Answer:
C, D, E
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Question 11
Which types of work distribution are possible for routing tickets in SAP Service Cloud? Note: There are 3 correct answers to this question.
A. Account work distribution
B. Organizational work distribution
C. Service category distribution
D. Territory work distribution
E. Employee work distribution
Answer:
B, C, D
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Question 12
Which of the following scoping questions needs to be flagged to enable automatic ticket creation based on incoming e-mails?
A. Do you want to support e-mail channels for corporate accounts?
B. Do you want to enable agents to respond to tickets using an external e-mail client?
C. Do you want to enable internal memos for tickets?
D. Do you want to download an add-in for Microsoft Outlook?
Answer:
A
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Question 13
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 access rights to edit.
B. Set the read and write access to restricted.
C. Set the read access to restricted.
D. Set the access rights to display.
E. Set the write access to restricted.
Answer:
BCE
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Question 14
Which configuration steps can be used in SAP Service Cloud to send e-mails to a customer? Note: There are 2 correct answers to this question.
A. Define a template.
B. Set up an approval process.
C. Activate Live Activity Configuration.
D. Create a customer and assign an e-mail address.
Answer:
A, D
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Question 15
Which objects are required to create a service ticket? Note: There are 2 correct answers to this question.