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

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Viewing questions 11-20 out of questions
Questions # 11:

Which scoping question allows you to enable automatic ticket creation based on incoming e-mails?

Options:
A.

Do you want to support e-mail channels for corporate accounts?

B.

Do you want to enable agents to respond to tickets using an external e-mail client?

C.

Do you want to enable internal memos for tickets?

D.

Do you want to support e-mail channels for groups?

Expert Solution
Questions # 12:

Which of the following elements can you use to restrict access to an installed base? Note: There are 2 correct answers to this question.

Options:
A.

Territory

B.

Service organization

C.

Skills

D.

Measurement and reading

Expert Solution
Questions # 13:

Which tool would you use to create high data volumes in SAP Service Cloud?

Options:
A.

Data Workbench

B.

Job Manager

C.

Form Templates

D.

Mass data maintenance

Expert Solution
Questions # 14:

Depending on defined conditions, the status of the ticket needs to be set to escalated. Which tool is suitable for this?

Options:
A.

Workflow rule

B.

Activity planner

C.

Activity list

D.

Visit planner

Expert Solution
Questions # 15:

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

Options:
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

Expert Solution
Questions # 16:

Which best practice actions are suggested for incident management? Note: There are 3 correct answers to this question.

Options:
A.

Report the incident from the screen in which the issue occurs.

B.

Keep the incident lightweight and use screenshots only if it is necessary.

C.

Check for solutions in the Help Center.

D.

Always create the incident with medium priority and adjust it later if applicable.

E.

Always include step-by-step instructions on how to recreate the issue.

Expert Solution
Questions # 17:

Which of the following statements is correct in the context of scoping and fine-tuning? Note: There are 2 correct answers to this question.

Options:
A.

Scoping is the process of matching your individual business requirements to predefined solution capabilities.

B.

Scoping is automatically generated by the system based on your fine-tuning decisions.

C.

The activity list is automatically generated by the system based on your scoping decisions.

D.

Fine-tuning is the process of generating the activity list by answering questions about which business processes will

implemented.

Expert Solution
Questions # 18:

Which elements are used to calculate the due dates defined in Service Level Agreements (SLAs)? Note: There are 2 correct answers to this question.

Options:
A.

Operating hours

B.

Maintenance plan

C.

Service contract

D.

Working calendar

Expert Solution
Questions # 19:

Which of the following options are features within the Analytics framework? Note: There are 2 correct answers to this question.

Options:
A.

You can add custom fields in data sources and reports.

B.

With the Dashboard Designer, KPIs can be joined to a new data source.

C.

With the mashup approach, offline access to an SAP BusinessObjects Bl system is available.

D.

You can create new custom reports based on join data sources.

Expert Solution
Questions # 20:

Which components delivered by SAP Service Cloud provide CTI integration? Note: There are 2 correct answers to this question.

Options:
A.

CTI Client Adapter

B.

Live Activity pane

C.

CTI Desktop pane

D.

CTI Client pane

Expert Solution
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