SAP c-c4h510-04 practice test

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

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

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.

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.

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

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

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

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

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.

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

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

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?

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.

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.

Which objects are required to create a service ticket? Note: There are 2 correct answers to this
question.

• A. Contracts
• B. Service request
• C. Maintenance plan
• D. Customer