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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Question and Answers

SAP Certified Associate - Implementation Consultant - SAP Service Cloud

Last Update Sep 13, 2025
Total Questions : 80

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Questions 1

What are some SAP recommended guiding principles to achieve clean core operations? Note: There are 3correct answers to this question.

Options:

A.  

Establish regular housekeeping tasks and procedures.

B.  

Define roles and responsibilities as part of a process transformation office.

C.  

Establish release management.

D.  

Integrate clean core practices in the end-to-end value process chain.

E.  

Establish an organizational structure, technical foundation, and transformation methodology for clean core.

Discussion 0
Questions 2

Which of the following elements can you configure for the object ticket using the fine-tuning function?

Options:

A.  

Ticket routing

B.  

Milestones

C.  

Skills

D.  

Parties involved

Discussion 0
Questions 3

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

Options:

A.  

Create territory hierarchy levels

B.  

Remove the personal data from the business user

C.  

Assign employee to an organizational unit

D.  

Assign restriction rules

Discussion 0
Questions 4

Which of the following is possible when creating tickets in the Agent Desktop?

Options:

A.  

You can create knowledge articles.

B.  

You can manually select the SLA.

C.  

You can select multiple registered products in a single ticket.

D.  

You can manually assign a maintenance plan.

Discussion 0
Questions 5

Which elements can be used to determine the reaction time in service level agreements? Note: There are 2correct answers to this question.

Options:

A.  

Sales contract

B.  

Maintenance plan

C.  

Custom fields

D.  

Priority

Discussion 0
Questions 6

You want to create a maintenance plan for a vehicle check at 10,000 kilometers or 12 months. What schedule condition and schedule type do you use?

Options:

A.  

Absolute, counter-based

B.  

Alternating, time and counter-based

C.  

One time - no condition, time and counter-based

D.  

One time, time and counter-based

Discussion 0
Questions 7

Which option can an administrator use to limit the end user's control of the user interface?

Options:

A.  

Workflow Action: Manual Field update

B.  

Disable Personalization

C.  

Maintain Page Layout

D.  

Code List Restriction

Discussion 0
Questions 8

You have determined that one of your products has a known fault. You want to ensure that all cases

with that product are automatically assigned to the escalation team. Which feature in SAP Service

Cloud Version 2 would you use to do this?

Options:

A.  

Notifications

B.  

Case routing

C.  

SLA

D.  

Service categories

Discussion 0
Questions 9

Which of the following apply to time recording? Note: There are 3correct answers to this question.

Options:

A.  

Automatic time recording can be done by choosing "Start recording" and "Stop recording".

B.  

Time sheets can be submitted for approval.

C.  

You can activate Microsoft Outlook integration for time recording.

D.  

Code list restrictions are not possible for the Time Type field.

E.  

Time recording can be done without assignment to a ticket.

Discussion 0
Questions 10

Which of the following objects can you assign to an installed base at item level? Note: There are 3correct answers to this question.

Options:

A.  

Product

B.  

Text

C.  

Registered product

D.  

Maintenance plan

E.  

Warranty

Discussion 0
Questions 11

What must you consider when you want to upload master data to SAP Service Cloud using templates?

Note: There are 2correct answers to this question.

Options:

A.  

Data can be loaded or changed only once.

B.  

You'll need to create an initial file based on predefined fields.

C.  

You'll need to cleanse the legacy data.

D.  

The migration run requires an approval from SAP Cloud Support.

Discussion 0
Questions 12

Which actions are necessary to use installed bases in service tickets? Note: There are 2correct answers to this question.

Options:

A.  

A customer needs to be assigned to the installed base.

B.  

The installed base must be set to active status.

C.  

An active service contract must be added to the installed base.

D.  

At least one registered product must be assigned to the installed base.

Discussion 0
Questions 13

What steps must you take to set up SAP Knowledge Central by NICE as your knowledge base? Note: There are 2correct answers to this question.

Options:

A.  

Create a Web service with SAP Knowledge Central by NICE.

B.  

Create knowledge base articles in SAP Service Cloud.

C.  

Configure the relevantquestionin scoping.

D.  

Create a validation rule.

Discussion 0
Questions 14

Which key features of the Analytics framework allow you to monitor business processes in SAP Service Cloud?

Note: There are 3correct answers to this question.

Options:

A.  

Custom reports

B.  

Data sources

C.  

Interactive dashboards

D.  

Web service message monitoring

E.  

Standard reports

Discussion 0
Questions 15

You have configured the service level agreements (SLAs) and their determination rules, but they are not derived in the service ticket. Which of the following could be a reason for this?

Note: There are 2correct answers to this question.

Options:

A.  

The determination rules have been configured, but not activated.

B.  

SLAS are not configured in fine-tuning.

C.  

A workflow rule was not scheduled to trigger the determination.

D.  

SLAs are not activated in project scoping.

Discussion 0
Questions 16

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

Options:

A.  

The activity list is automatically generated by the system based on your scoping decisions.

B.  

Fine-tuning is the process of generating the activity list byAnswer:ing que-stions about which business processes will be implemented.

C.  

Scoping is a prerequisite to enable users to export reports to Microsoft Excel.

D.  

Scoping is the process of matching your individual business requirements to predefined solution capabilities.

Discussion 0
Questions 17

Which category types can be used when creating a Service Catalog? Note: There are 3correct answers to this question.

Options:

A.  

Process category

B.  

Warranty category

C.  

Maintenance category

D.  

Incident category

E.  

Cause category

Discussion 0
Questions 18

When an end user logs an incident in SAP Service Cloud, what can the administrator do to manage the incident? Note: There are 2correct answers to this question.

Options:

A.  

Change the priority to Escalated.

B.  

Set the action to Propose Solution.

C.  

Maintain the Incident Context.

D.  

Push the incident to SAP Service Cloud support.

Discussion 0
Questions 19

Which options can you use to limit the population of a single field in the SAP Service Cloud UI? Note: There are 2correct answers to this question.

Options:

A.  

Page layout

B.  

Code list restriction

C.  

Validation rule

D.  

Delegation

Discussion 0
Questions 20

Which tool should you use to rename the Tickets facet?

Options:

A.  

Language Adaptation tool

B.  

Workflow with a Field Update action type

C.  

Page Layout tool

D.  

Adaptation tool

Discussion 0
Questions 21

Which objects can be assigned in the covered objects facet of a contract? Note: There are 2correct answers to this question.

Options:

A.  

Account

B.  

Products

C.  

Categories

D.  

Installed base

Discussion 0
Questions 22

Which of the following describes how permissions work in SAP Service Cloud?

Options:

A.  

Restricted access rights override any unrestricted access you have defined.

B.  

Unrestricted access rights override any restrictions you have defined.

C.  

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

D.  

You can decide if the access rights should override any defined restrictions for each view.

Discussion 0
Questions 23

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

Options:

A.  

Skills

B.  

Measurements

C.  

Registered products

D.  

Service contracts

Discussion 0
Questions 24

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

Options:

A.  

Define Specific Restriction

B.  

Full Access

C.  

Unrestricted

D.  

No Access

E.  

Restricted

Discussion 0