SAP Certified Application Associate – SAP Service Cloud 2111

SAP Certified Application Associate – SAP Service Cloud 2111 - C-C4H510-21 Exam Questions

QUESTION NO: 1
Which tools would you use to create new accounts in SAP Service Cloud? Note: There are 2 correct answers to this question.

A. Online Maintenance B. Mass Change Account Data C. Workflow With Action Account Creation D. Data Workbench

Correct Answer: A,D

QUESTION NO: 2
Which feature helps to ensure that e-mail responses sent by the service agent have the correct branding?

A. Templates B. Workflow rules C. Knowledge base D. Routing rules

Correct Answer: A

QUESTION NO: 3
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.

Correct Answer: C

QUESTION NO: 4
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. Territory work distribution C. Employee work distribution D. Service category distribution E. Organizational work distribution

Correct Answer: B,D,E

QUESTION NO: 5
Which objects can be used within ticket creation to automatically determine the registered product?

A. Product B. Warranty C. Installation Point D. Installed Base

Correct Answer: A

QUESTION NO: 6
Question 35: What are the scenarios that enable users to broadcast reports by e-mail? Note: There are 2 correct answers to this question.

A. Ad-hoc broadcasting B. On specific report creation C. Periodic scheduling D. On every save of the report

Correct Answer: A,C