SAP Certified Associate - Implementation Consultant - SAP Service Cloud

QUESTION NO: 1
Which configuration steps can be used in SAP Service Cloud to send emails to a customer? Note: There are 2 correct answers to this question.

A. Activate Live Activity Configuration. B. Set up an approval process. C. Define a template. D. Create a customer and assign an email address.

Correct Answer: C,D

QUESTION NO: 2
Which options can be used to control the access rights of a user? Note: There are 2 correct answers to this question.

A. Assign employee to an organizational unit B. Remove the personal data from the business user C. Assign restriction rules D. Create territory hierarchy levels

Correct Answer: A,C

QUESTION NO: 3
Which objects and settings can be used to determine a service ticket processing team? Note: There are 2 correct answers to this question.

A. Party roles B. Delegation rules C. Determination of involved parties D. SLA Determination

Correct Answer: A,C

QUESTION NO: 4
Which settings can you control for the email channel setup? Note: There are 3 correct answers to this question.

A. Ticket type B. Channel direction C. Notification type D. Mashup service E. Channel type

Correct Answer: B,C,E

QUESTION NO: 5
Which of the following apply to time recording? Note: There are 3 correct answers to this question.

A. Time recording can be done without assignment to a ticket. B. Code list restrictions are not possible for the Time Type field. C. You can activate Microsoft Outlook integration for time recording. D. Time sheets can be submitted for approval. E. Automatic time recording can be done by choosing "Start recording" and "Stop recording".

Correct Answer: A,C,D

QUESTION NO: 6
What can you do with the add-in for Microsoft Outlook? Note: There are 2 correct answers to this question.

A. Use email as a response to a ticket B. Add a reference to a service contract C. Add a reference to an account D. Add an account team member

Correct Answer: B,C

QUESTION NO: 7
Which tools can you use to create new accounts in SAP Service Cloud? Note: There are 2 correct answers to this question.

A. Mass Change Account Data B. Workflow rules C. Manual migration D. Data Workbench

Correct Answer: A,D

QUESTION NO: 8
Which master data is synchronized bidirectionally between SAP S/4HANA and SAP Service Cloud?

A. Product B. Account hierarchy C. Account D. Employee

Correct Answer: C

QUESTION NO: 9
What can the categories in the service catalog be used for? Note: There are 3 correct answers to this question.

A. Determining responsibility for tickets B. Controlling validity of the service catalog C. Reporting purposes D. Determining service level assignments E. Determining fine-tuning settings

Correct Answer: A,C,D

SAP Certified Associate - Implementation Consultant - SAP Service Cloud - C_C4H51_2405 Exam Questions