Updated Mar 14, 2023 Certification Exam C-C4H510-21 Dumps - Practice Test Questions
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NEW QUESTION 58
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.
- A. Resource scheduler
- B. Feature action within tickets
- C. Maintenance plan
- D. Workflow rule
Answer: B,D
NEW QUESTION 59
You set up an e-mail channel to process incoming tickets and create new customers for unknown senders. Which action should you take if you would rather route unknown senders to a common inbox (Unassociated E-mails)?
- A. Switch from channel direction inbound to outbound.
- B. Switch from channel direction outbound to inbound.
- C. Switch from channel type B2C to B2B.
- D. Switch from channel type B2B to B2C.
Answer: D
NEW QUESTION 60
What are the steps required to set up an approval process? Note: There are 3 correct answers to this question.
- A. Set validity from and to dates.
- B. Create a new registered product.
- C. Copy an existing approval process and modify the details.
- D. Configure process steps and define work distribution.
- E. Configure a resource scheduler.
Answer: A,C,D
NEW QUESTION 61
Which tools would you use to create new accounts in SAP Service Cloud? Note: There are 2 correct answers to this question.
- A. Data Workbench
- B. Online Maintenance
- C. Mass Change Account Data
- D. Workflow With Action Account Creation
Answer: A,B
NEW QUESTION 62
Which of the following standard objects are supported by the Data Workbench? Note: There are 2 correct answers to this question.
- A. Resource scheduler
- B. Contacts
- C. Warranty
- D. Account
Answer: B,D
NEW QUESTION 63
Which of the following features apply to time recording? Note: There are 3 correct answers to this question.
- A. Time recording can be done online or in offline mode.
- B. Code list restrictions are not possible for the Time Type field.
- C. Automatic time recording can be done by clicking "Start recording" and "Stop recording".
- D. You can activate the Microsoft Outlook integration for time recording.
- E. Time sheets can be submitted for approval.
Answer: A,C,E
NEW QUESTION 64
Which action is a prerequisite to implement registered products? Note: There are 2 correct answers to this question.
- A. Create customer records
- B. Create numeric ranges for customers
- C. Activate Registered Products in Scoping
- D. Create an Installed Base
Answer: C,D
NEW QUESTION 65
Which feature in user interface maintenance can be used to control the values of custom fields?
- A. Personalization
- B. Usage of restriction rules
- C. Code list restriction
- D. Activation scoping item in administration
Answer: A
NEW QUESTION 66
In the SAP Service Cloud Ul, which of the following field properties can be controlled in the page layout? Note: There are 2 correct answers to this question.
- A. Read-only
- B. New field
- C. Mandatory
- D. Query
Answer: A,C
NEW QUESTION 67
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. Standard reports
- B. Interactive dashboards
- C. Web service message monitoring
- D. Inner join data sources
- E. Custom reports
Answer: A,C,E
NEW QUESTION 68
Which components delivered by SAP Service Cloud provide CTI integration? Note: There are 2 correct answers to this question.
- A. CTI Client Adapter
- B. CTI Client pane
- C. CTI Desktop pane
- D. Live Activity pane
Answer: A,D
NEW QUESTION 69
Which option do you have to mark a field as mandatory?
- A. Maintenance of access restrictions in the business role
- B. Use Key user tool adaptation
- C. Disable personalization settings
- D. Page layout configuration
Answer: B
NEW QUESTION 70
Which objects are determined when you are using ticket routing in SAP Service Cloud? Note: There are 3 correct answers to this question.
- A. Territory
- B. Organization
- C. Service category
- D. Account
- E. Employee
Answer: A,B,E
NEW QUESTION 71
Which of the following configuration activities are part of SAP Service Cloud? Note: There are 2 correct answers to this question.
- A. Maintenance plan
- B. Maintenance measurement and readings
- C. Set up deals
- D. Scoping attribute set
Answer: A,B
NEW QUESTION 72
You have configured the SLAs and their determination rules, but they are not derived in the service ticket. Which of the following can be a reason for that? Note: There are 2 correct answers to this question.
- A. The determination rules have been configured, but not activated.
- B. The question related to SLAs must be activated in project scoping.
- C. The system background job for SLA determination runs every 30 minutes and has not been executed yet.
- D. A workflow rule has to be scheduled to trigger the determination.
Answer: A,B
NEW QUESTION 73
What are the main uses for warranty management in SAP Service Cloud? Note: There are 2 correct answers to this question.
- A. The system can be set up so that certain incident categories are not covered.
- B. When an agent creates a ticket with a registered product, the warranty is automatically determined.
- C. Routing rules can be applied to warranties.
- D. The agent is prompted to upsell a warranty to the customer.
Answer: A,B
NEW QUESTION 74
Which feature allows the scheduling of automatic ticket creation?
- A. Registered products
- B. Maintenance plans
- C. Realignment run
- D. Service plans
Answer: B
NEW QUESTION 75
Which types of categories can be used in the service catalog? Note: There are 3 correct answers to this question.
- A. Warranty category
- B. Process category
- C. Cause category
- D. Incident category
- E. Maintenance category
Answer: B,C,D
NEW QUESTION 76
Which best practice actions are suggested for incident management? Note: There are 3 correct answers to this question.
- A. Keep the incident lightweight and use screenshots only if it is necessary.
- B. Check for solutions in the Help Center.
- C. Always create the incident with medium priority and adjust it later if applicable.
- D. Always include step-by-step instructions on how to recreate the issue.
- E. Report the incident from the screen in which the issue occurs.
Answer: B,D,E
NEW QUESTION 77
Which elements can be used to restrict access to views? Note: There are 2 correct answers to this question.
- A. Field extensions
- B. Business roles
- C. Territories
- D. Code list restrictions
Answer: B,C
NEW QUESTION 78
What is one consequence of scoping the installed base option?
- A. Warranty management is available in service tickets.
- B. The Measurements feature is activated.
- C. The Registered Product scoping option will be selected automatically.
- D. The number of available standard reports is reduced.
Answer: C
NEW QUESTION 79
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