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C_C4H510_04 Questions and Answers

Question # 6

When a customer calls in with a problem with their product, which feature helps the service agent quickly identify the unique product ?

A.

Registered product

B.

Installed base

C.

Service contract

D.

Service warranty

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Question # 7

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

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?

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Question # 8

Which feature is used to limit values in a drop-down list?

A.

Extension fields

B.

Adaptation

C.

Personalization

D.

Code list restriction

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Question # 9

Which fields can be determined by using SLAs? Note: There are 2 correct answers to this question.

A.

Service level of incoming tickets

B.

Status

C.

Service category

D.

Ticket due date

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Question # 10

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.

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

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Question # 11

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

A.

Territory

B.

Service organization

C.

Skills

D.

Measurement and reading

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Question # 12

Which elements can be used to restrict access to views? Note: There are 2 correct answers to this question.

A.

Business roles

B.

Field extensions

C.

Territories

D.

Code list restrictions

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Question # 13

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.

Web service message monitoring

C.

Custom reports

D.

Standard reports

E.

Interactive dashboards

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Question # 14

Which key user features allow you to change field properties on the SAP Service Cloud Ul?

A.

Code list restriction

B.

Workflow rules

C.

Adaptation

D.

Mashup

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Question # 15

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

A.

Determining fine-tuning settings

B.

Controlling responsibility

C.

Controlling validity of the service catalog

D.

Reporting

E.

Determining service level assignments

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Question # 16

Which objects are required to create a service ticket? Note: There are 2 correct answers to this question.

A.

Contracts

B.

Service request

C.

Maintenance plan

D.

Customer

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Question # 17

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.

Routing rules can be applied to warranties.

C.

The agent is prompted to upsell a warranty to the customer.

D.

When an agent creates a ticket with a registered product, the warranty is automatically determined.

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