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SAP Certified Application Associate - SAP Service Cloud 2011 Question and Answers

SAP Certified Application Associate - SAP Service Cloud 2011

Last Update May 1, 2024
Total Questions : 114

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Questions 1

Which feature helps to ensure that e-mail responses sent by the service agent have the correct branding?

Options:

A.  

Workflow rules

B.  

Routing rules

C.  

Templates

D.  

Knowledge base

Discussion 0
Questions 2

Which elements can be used to restrict access to views? Note: There are 2 correct answers to this question.

Options:

A.  

Business roles

B.  

Field extensions

C.  

Territories

D.  

Code list restrictions

Discussion 0
Questions 3

When should you use the templates provided in the Data Workbench?

Options:

A.  

When the Mass Change Account Data tool is used

B.  

When customer data needs to be loaded quickly

C.  

When there is unstructured legacy data

D.  

When data volume is low

Discussion 0
Questions 4

Which of the following access restriction types are available in SAP Service Cloud? Note: There are 3 correct answers to this question.

Options:

A.  

Full Access

B.  

Unrestricted

C.  

Restricted

D.  

No Access

E.  

Define Specific Restriction

Discussion 0
Questions 5

Which mandatory characteristics do you need to provide when you create a cloud data source? Note: There are 3 correct answers to this question.

Options:

A.  

Web service URL

B.  

Data source ID

C.  

Usage

D.  

Name

E.  

Description

Discussion 0
Questions 6

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)?

Options:

A.  

Switch from channel type B2B to B2C.

B.  

Switch from channel direction inbound to outbound.

C.  

Switch from channel type B2C to B2B.

D.  

Switch from channel direction outbound to inbound.

Discussion 0
Questions 7

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.

Options:

A.  

Activate Scoping Item Determination for Territory Owner in Transaction

B.  

Usage of Delegates

C.  

Assign Restriction Rules

D.  

Configure Work Distribution Rules for Employees

Discussion 0
Questions 8

Question 8: What types of mashups are available in SAP Service Cloud?

Note: There are 2 correct answers to this question.

Options:

A.  

HTML mashups

B.  

URL mashups

C.  

ASAP mashups

D.  

Internal mashups

Discussion 0
Questions 9

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

Options:

A.  

FSM

B.  

Time recording

C.  

Manual Routing

D.  

MRS

E.  

Activity Planner

Discussion 0
Questions 10

Which of the following are reporting features in SAP Service Cloud? Note: There are 2 correct answers to this question.

Options:

A.  

You can use a console to write SQL statements.

B.  

You can add custom fields in data sources and reports.

C.  

You can access data base and check raw data in tables.

D.  

You can save report views and make them available to users.

Discussion 0
Questions 11

: Which fields can be pre-filled in the ticket template when you create a maintenance plan? Note: There are 3 correct answers to this question.

Options:

A.  

Ticket ID

B.  

Priority

C.  

Installed Base

D.  

Ticket Type

E.  

Service Category

Discussion 0
Questions 12

Which tools would you use to create new accounts in SAP Service Cloud? Note: There are 2 correct answers to this question.

Options:

A.  

Online Maintenance

B.  

Workflow With Action Account Creation

C.  

Data Workbench

D.  

Mass Change Account Data

Discussion 0
Questions 13

What can the service categories in the service catalog be used for? Note: There are 3 correct answers to this question.

Options:

A.  

Determining fine-tuning settings

B.  

Controlling responsibility

C.  

Controlling validity of the service catalog

D.  

Reporting

E.  

Determining service level assignments

Discussion 0
Questions 14

Which of the following configuration activities are part of SAP Service Cloud? Note: There are 2 correct answers to this question.

Options:

A.  

Set up deals

B.  

Maintenance plan

C.  

Scoping attribute set

D.  

Maintenance measurement and readings

Discussion 0
Questions 15

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

Options:

A.  

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

B.  

Routing rules can be applied to warranties.

C.  

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

D.  

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

Discussion 0
Questions 16

Which type of categories can be used in the service catalog? Note: There are 3 correct answers to this question.

Options:

A.  

Incident category

B.  

Warranty category

C.  

Service category

D.  

Cause category

E.  

Maintenance category

Discussion 0
Questions 17

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

Options:

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.

Discussion 0
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