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C_C4H510_04 Exam Dumps - SAP Certified Application Associate - SAP Service Cloud 2011

Question # 4

What is required to set up the organizational structure correctly?

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.

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Question # 5

Which of the following elements are necessary to calculate the due dates defined in the SLA? Note: There are 2 correct answers to this question.

A.

Working calendar

B.

Service contract

C.

Operating hours

D.

Maintenance plan

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Question # 6

Which settings can you control for the e-mail channel setup? Note: There are 3 correct answers to this question.

A.

Notification type

B.

Ticket type

C.

Channel type

D.

Mashup service

E.

Channel direction

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Question # 7

Question 42: You want to create a service ticket with a reference to an installed base, but installed base is not available for

selection.

What could be the reason?

A.

You need to be maintained as the contact for the installed base.

B.

The installed base is in status "In Preparation" and needs to be activated.

C.

The address of the installed base does not match the account.

D.

You need to update the skills in the service ticket and the installed base.

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Question # 8

Which of these template formats is supported by the Data Workbench?

A.

csv

B.

Raw data

C.

XML

D.

HTML

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Question # 9

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

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Question # 10

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

Note: There are 2 correct answers to this question.

A.

HTML mashups

B.

URL mashups

C.

ASAP mashups

D.

Internal mashups

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Question # 11

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

A.

Ticket

B.

Visit

C.

Maintenance plan

D.

Contract

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Question # 12

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.

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Question # 13

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.

A.

Create a migration template.

B.

Configure SAP Jam as knowledge base.

C.

Create a broadcast.

D.

Integrate MindTouch.

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Question # 14

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 that?

Note: There are 2 correct answers to this question.

A.

A workflow rule has to be scheduled to trigger the determination.

B.

The system background job for SLA determination runs every 30 minutes and has not been executed yet.

C.

The determination rules have been configured, but not activated.

D.

The question related to SLAs must be activated in project scoping.

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Question # 15

Which data element is used to calculate the warranty start?

A.

Number of months

B.

Warranty duration

C.

Service category

D.

Warranty reference date

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Question # 16

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

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

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Question # 17

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

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