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  5. SAP Certified Application Associate – SAP Service Cloud 2111 Questions and Answers

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Questions # 1:

Which of the following options are possible for permissions?

Options:
A.

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

B.

Unrestricted access rights override any restrictions you have defined.

C.

Restricted access rights override any unrestricted access you have defined.

D.

You can decide, per view, if the access rights should override any restrictions you have defined or not.

Expert Solution
Questions # 2:

Which action should an administrator take to get a system bug fixed within SAP Service Cloud?

Options:
A.

Create an incident.

B.

Send an e-mail to SAP Cloud Support.

C.

Document an influencer story.

D.

Report a ticket.

Expert Solution
Questions # 3:

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

Note: There are 2 correct answers to this question.

Options:
A.

HTML mashups

B.

URL mashups

C.

ASAP mashups

D.

Internal mashups

Expert Solution
Questions # 4:

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

Options:
A.

csv

B.

Raw data

C.

XML

D.

HTML

Expert Solution
Questions # 5:

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

Options:
A.

Notification type

B.

Ticket type

C.

Channel type

D.

Mashup service

E.

Channel direction

Expert Solution
Questions # 6:

What are the advantages of using the mash-up approach when integrating an SAP BusinessObjects Bl system? Note: There are 3 correct answers to this question.

Options:
A.

Offline access is available

B.

Existing reports can be reused

C.

No security issues with mashup outside of corporate network

D.

Real-time data access

E.

No additional authorization concept is required

Expert Solution
Questions # 7:

Which of the following are reporting features in SAP Service Cloud? Note: There are 2 correct answers to this question.

Options:
A.

You can use a console to write SQL statements.

B.

You can add custom fields in data sources and reports.

C.

You can access data base and check raw data in tables.

D.

You can save report views and make them available to users.

Expert Solution
Questions # 8:

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

Options:
A.

Registered product

B.

Product

C.

Warranty

D.

Text

E.

Maintenance plan

Expert Solution
Questions # 9:

Which types of categories can be used in the service catalog? Note: There are 3 correct answers to this question.

Options:
A.

Incident category

B.

Cause category

C.

Process category

D.

Maintenance category

E.

Warranty category

Expert Solution
Questions # 10:

Which transactional data is replicated unidirectionally from SAP Service Cloud to SAP CRM?

Options:
A.

Contracts

B.

Tickets

C.

External pricing

D.

Activities

Expert Solution
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