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SAP Certified Application Associate - SAP Service Cloud 2111 Question and Answers

SAP Certified Application Associate - SAP Service Cloud 2111

Last Update May 2, 2024
Total Questions : 117

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Questions 1

Which objects can you assign to an installed base? Note: There are 2 correct answers to this question.

Options:

A.  

Maintenance plan

B.  

Visit

C.  

Contract

D.  

Ticket

Discussion 0
Questions 2

To which objects can you directly assign a registered product? Note: There are 2 correct answers to this question.

Options:

A.  

Maintenance plan

B.  

Appointment

C.  

Installed base

D.  

Territory

Discussion 0
Questions 3

You plan a product recall with the help of automatically generated tickets. Which tool do you use?

Options:

A.  

Ticket routing rules

B.  

Maintenance plan

C.  

Realignment runs

D.  

Activity planner

Discussion 0
Questions 4

The status of a ticket needs to be escalated.

Which tool can be used to achieve this?

Note: There are 2 correct answers to this question.

Options:

A.  

Resource scheduler

B.  

Maintenance plan

C.  

Feature action within tickets

D.  

Workflow rule

Discussion 0
Questions 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.

Options:

A.  

On specific report creation

B.  

On every save of the report

C.  

Periodic scheduling

D.  

Ad-hoc broadcasting

Discussion 0
Questions 6

Which key user features allow you to change field properties on the SAP Service Cloud Ul?

Options:

A.  

Code list restriction

B.  

Workflow rules

C.  

Adaptation

D.  

Mashup

Discussion 0
Questions 7

What are the valid schedule types when creating maintenance plans? Note: There are 2 correct answers to this question.

Options:

A.  

Recall

B.  

Counter based

C.  

Absolute

D.  

Cyclical

Discussion 0
Questions 8

Which options do you have to connect an existing ticket to another ticket? Note: There are 3 correct answers to this question.

Options:

A.  

Use the Subticket tabstrip to add a ticket.

B.  

Execute an action for grouping tickets.

C.  

Maintain the ticket hierarchy.

D.  

Select the relevant scoping item.

E.  

Define a multi-step approval process.

Discussion 0
Questions 9

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?

Options:

A.  

SLA

B.  

Work distribution

C.  

Knowledge base integration

D.  

Social channel setup

Discussion 0
Questions 10

: 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 11

What is required to set up the organizational structure correctly?

Options:

A.  

The root node/uppermost node must be defined as a service organization.

B.  

The root node/uppermost node must be defined as a company.

C.  

The root node/uppermost node must be defined as a sales organization.

D.  

The root node/uppermost node must be defined as an enterprise.

Discussion 0
Questions 12

Which scoping question allows you to enable automatic ticket creation based on incoming e-mails?

Options:

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 support e-mail channels for groups?

Discussion 0
Questions 13

When should you use the templates provided in the Data Workbench? Note: There are 2 correct answers to this question.

Options:

A.  

When data volume is low

B.  

When data needs to be loaded quickly

C.  

When data needs to be loaded into multiple systems

D.  

When there is unstructured legacy data

Discussion 0
Questions 14

What can you do to give employees easy access to a centralized repository of information that would help with ticket resolution?

Note: There are 2 correct answers to this question.

Options:

A.  

Create a migration template.

B.  

Configure SAP Jam as knowledge base.

C.  

Create a broadcast.

D.  

Integrate MindTouch.

Discussion 0
Questions 15

What objects can be used to define work distribution rules? Note: There are 2 correct answers to this question.

Options:

A.  

Employees

B.  

Territories

C.  

Incidents

D.  

Service agents

Discussion 0
Questions 16

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 17

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?

Options:

A.  

Price scale

B.  

Cross-selling list

C.  

Price list

D.  

Pricing procedure

Discussion 0