SAP Certified Application Associate ? SAP Service Cloud 2011 Exam
Last exam update: Sep 30 ,2024
Page 1 out of 8. Viewing questions 1-15 out of 114
Question 1
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?
Answer:
A
User Votes:
A 1 votes
50%
B
50%
C
50%
D
50%
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Question 2
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.
Knowledge Base fine -tuning activity
B.
Solution finder
C.
Broadcast
D.
Feed
Answer:
D
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A
50%
B
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C
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Question 3
Which mandatory characteristics do you need to provide when you create a cloud data source? Note: There are 3 correct answers to this question.
A.
Web service URL
B.
Data source ID
C.
Usage
D.
Name
E.
Description
Answer:
BCD
User Votes:
A
50%
B 1 votes
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C 1 votes
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D 1 votes
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Question 4
What are the steps required to set up an approval process? Note: There are 3 correct answers to this question.
A.
Configure a resource scheduler.
B.
Create a new registered product.
C.
Configure process steps and define work distribution.
D.
Set validity from and to dates.
E.
Copy an existing approval process and modify the details.
Answer:
CDE
User Votes:
A
50%
B
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C 1 votes
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D 1 votes
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E 1 votes
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Question 5
How can you restrict access to Product View?
A.
Territories
B.
Service Unit of Employee
C.
Employee
D.
Sales Data of Employee
Answer:
D
User Votes:
A 1 votes
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B
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C
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Question 6
What objects can be used to define work distribution rules? Note: There are 2 correct answers to this question.
A.
Employees
B.
Territories
C.
Incidents
D.
Service agents
Answer:
BC
User Votes:
A
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B 1 votes
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C 1 votes
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Question 7
Which item can be assigned to organizational structures, team assignments and workflow rules?
A.
Service agent
B.
Business role
C.
Business user
D.
Employee
Answer:
D
User Votes:
A
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B
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Question 8
You request external prices from SAP ERP for your contract document. What do you need to display a valid condition record in SAP Service Cloud?
A.
Price scale
B.
Cross-selling list
C.
Price list
D.
Pricing procedure
Answer:
D
User Votes:
A
50%
B
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Question 9
Which of the following are reporting features in SAP Service Cloud? Note: There are 2 correct answers to this question.
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.
Answer:
B, D
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Question 10
For which element do you maintain attributes such as password and security policy?
A.
Employee
B.
Business role
C.
Business user
D.
Service agent
Answer:
C
User Votes:
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C 1 votes
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Question 11
To which objects can you directly assign a registered product? Note: There are 2 correct answers to this question.
A.
Maintenance plan
B.
Appointment
C.
Installed base
D.
Territory
Answer:
A, C
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A
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Question 12
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.
SLA
B.
Work distribution
C.
Knowledge base integration
D.
Social channel setup
Answer:
C
User Votes:
A
50%
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Question 13
Which of the following is correct in the context of scoping and fine -tuning? Note: There are 2 correct answers to this question.
A.
Fine-tuning is the process of generating the activity list by answering questions about which business processes will be implemented.
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.
Scoping is the process of matching your individual business requirements to predefined solution capabilities.
Answer:
C, D
User Votes:
A
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B
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C 1 votes
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Question 14
Which of the following actions can you perform to configure access rights? Note: There are 3 correct answers to this question.
A.
Set access restrictions.
B.
Control access on field and action level.
C.
Create service level agreements.
D.
Assign work centers and views.
E.
Maintain the service catalog.
Answer:
ABD
User Votes:
A 1 votes
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B 1 votes
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D 1 votes
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Question 15
Which element is needed to determine the due date for the initial ticket response in Service Level Agreements?