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C_C4H510_21 Questions and Answers

Question # 6

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 # 7

Which of the following elements are necessary to calculate the due dates defined in the SLA? Note: There are 2 correct answers to this question.

A.

Working calendar

B.

Service contract

C.

Operating hours

D.

Maintenance plan

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Question # 8

What can you do with the add-In for Microsoft Outlook? Note: There are 2 correct answers to this question.

A.

Add an account team member.

B.

Use e-malis as a response to a ticket.

C.

Add a reference to an account.

D.

Add a reference to a service contract.

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Question # 9

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.

Operating hours

B.

Maintenance plan

C.

Service contract

D.

Working calendar

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Question # 10

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

A.

Service category

B.

Ticket due date

C.

Status

D.

Service level of incoming tickets

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Question # 11

What does the system automatically generate when you create a new employee in SAP Service Cloud?

A.

Organizational unit

B.

Workflow rule

C.

Service agent

D.

Business user

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Question # 12

Which of the following objects can be replicated from SAP Service Cloud to SAP Field Service Management? Note: There are 2 correct answers to this question.

A.

Installed bases

B.

Service contracts

C.

Contacts

D.

Registered products

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Question # 13

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 # 14

Which data element is used to calculate the warranty start?

A.

Number of months

B.

Warranty duration

C.

Service category

D.

Warranty reference date

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Question # 15

Which of the following configuration activities are part of SAP Service Cloud? Note: There are 2 correct answers to this question.

A.

Set up deals

B.

Maintenance plan

C.

Scoping attribute set

D.

Maintenance measurement and readings

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Question # 16

Which of the following options can be used to control the access rights of a user in transactions? Note: There are 2 correct answers to this question.

A.

Activate Scoping Item Determination for Territory Owner in Transaction

B.

Usage of Delegates

C.

Assign Restriction Rules

D.

Configure Work Distribution Rules for Employees

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Question # 17

Which configuration steps can be used in SAP Service Cloud to send e-mails to a customer? Note: There are 2 correct answers to this question.

A.

Define a template.

B.

Set up an approval process.

C.

Activate Live Activity Configuration.

D.

Create a customer and assign an e-mail address.

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