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SAP C_C4H510_21 Certification Exam Topics:
| Topic Areas | Topic Details, Courses, Books |
|---|---|
| Service Objects > 12% | Explain Registered Products & their usage in Service Tickets. Explain Installed Base & its usage in Service Tickets. Explain Warranty Management & its usage in Service Tickets. |
| Basic Setup Settings 8% - 12% | Identify standard implementation methodologies used by SAP for SAP Cloud for Customer implementations. Identify fine-tuning timeline and dependencies in the context of the overall project plan, and the ways to tailor the solution by checking and adjusting the predefined settings to meet the customer’s business requirements. |
| Service Elements and Notification 8% - 12% | Setup Service Levels, Categories and define Work Distribution rules for Service Process. Set up a notification process and configure conditions and actions for workflows. |
| Data Management 8% - 12% | Use data migration templates, troubleshoot data migration issues and understand mass data maintenance. Describe the SAP pre-packaged integration scenarios and optimal project management practices related to system integration. |
| Communication Channel and Knowledge Base 8% - 12% | Communication channels for Service Tickets. Knowledge Base in SAP Service Cloud. |
| Personalization and Extensibility 8% - 12% | Identify how to use personalization and extensibility, including mashups and custom business objects. |
| Service Business Process 8% - 12% | Identify the different Service Processes and their capabilities. Explain Time Recording and Fulfillment in Service Tickets. |
| User Management < 8% | Perform tasks associated with the maintenance of employees, business roles and users, as well as set up data restrictions. |
| Contracts and Ticket Hierarchy < 8% | Explain Contracts & Case Management in Service Tickets. |
NEW QUESTION 28
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 type B2C to B2B.
- B. Switch from channel type B2B to B2C.
- C. Switch from channel direction inbound to outbound.
- D. Switch from channel direction outbound to inbound.
Answer: B
NEW QUESTION 29
A maintenance plan is created with the condition "Every 5 weeks". Based on this condition, a ticket is created on March 1, but ticket processing is delayed.
Which option should you enable on the ticket template to avoid creation of multiple tickets?
- A. Consider ticket resolved on date
- B. Consider contract status
- C. Consider maintenance plan condition
- D. Consider delay
Answer: A
NEW QUESTION 30
Which of the following are reporting features in SAP Service Cloud? Note: There are 2 correct answers to this question.
- A. You can save report views and make them available to users.
- B. You can use a console to write SQL statements.
- C. You can add custom fields in data sources and reports.
- D. You can access data base and check raw data in tables.
Answer: A,C
NEW QUESTION 31
Which Analytics key features allow you to monitor business processes in SAP Service Cloud? Note: There are 3 correct answers to this question.
- A. Inner join data sources
- B. Standard reports
- C. Interactive dashboards
- D. Custom reports
- E. Web service message monitoring
Answer: B,C,D
NEW QUESTION 32
Which types of categories can be used in the service catalog? Note: There are 3 correct answers to this question.
- A. Maintenance category
- B. Incident category
- C. Cause category
- D. Process category
- E. Warranty category
Answer: B,C,D
NEW QUESTION 33
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. Feature action within tickets
- B. Maintenance plan
- C. Resource scheduler
- D. Workflow rule
Answer: A,D
NEW QUESTION 34
Which actions are prerequisites to implement registered products? Note: There are 2 correct answers to this question.
- A. Purchase a license for the registered product
- B. Maintain the installed base
- C. Scope registered products
- D. Maintain number ranges for customers
Answer: C,D
NEW QUESTION 35
You are using contracts in SAP Service Cloud, and you want to automatically create an opportunity in the system three months before a contract ends. How can you achieve this?
- A. Maintain the fine-tuning activity for contracts.
- B. Create a workflow rule.
- C. Select the relevant scoping question.
- D. Maintain the fine-tuning activity for date profiles.
Answer: B
NEW QUESTION 36
What can the service categories in the service catalog be used for? Note: There are 3 correct answers to this question.
- A. Determining service level assignments
- B. Controlling validity of the service catalog
- C. Determining fine-tuning settings
- D. Controlling responsibility
- E. Reporting
Answer: A,B,E
NEW QUESTION 37
What does the system automatically generate when you create a new employee in SAP Service Cloud?
- A. Workflow rule
- B. Business user
- C. Service agent
- D. Organizational unit
Answer: B
NEW QUESTION 38
The system needs to be set up to route all messages from Twitter that get created as service tickets to be handled by a specific team.
Which feature of SAP Service Cloud can help with this?
- A. Knowledge base integration
- B. Social channel setup
- C. SLA
- D. Work distribution
Answer: A
NEW QUESTION 39
What can you use to keep track of new knowledge base articles and changes made to the existing ones if you have set up SAP Jam as a knowledge base?
- A. Solution finder
- B. Knowledge Base fine -tuning activity
- C. Broadcast
- D. Feed
Answer: D
NEW QUESTION 40
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. Report the incident from the screen in which the issue occurs.
- C. Always create the incident with medium priority and adjust it later if applicable.
- D. Check for solutions in the Help Center.
- E. Always include step-by-step instructions on how to recreate the issue.
Answer: B,D,E
NEW QUESTION 41
Which elements are used to calculate the due dates defined in Service Level Agreements (SLAs)? Note: There are 2 correct answers to this question.
- A. Service contract
- B. Maintenance plan
- C. Operating hours
- D. Working calendar
Answer: A,C
NEW QUESTION 42
You plan a product recall with the help of automatically generated tickets. Which tool do you use?
- A. Ticket routing rules
- B. Activity planner
- C. Realignment runs
- D. Maintenance plan
Answer: D
NEW QUESTION 43
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