2021 C_C4H510_04 exam torrent C_C4H510_04 Study Guide
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SAP C_C4H510_04 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. |
| 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. |
| Service Business Process 8% - 12% | Identify the different Service Processes and their capabilities. Explain Time Recording and Fulfillment in Service Tickets. |
| Maintenance Plan < 8% | Explain Maintenance Plan & its usage in Service Tickets |
| 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. |
| User Management 8% - 12% | Perform tasks associated with the maintenance of employees, business roles and users, as well as set up data restrictions. |
| Reporting < 8% | Leverage MS Excel with SAP Cloud for Customer reports, and identify different components of custom reports and interactive dashboards. |
| Personalization and Extensibility < 8% | Identify how to use personalization and extensibility, including mashups and custom business objects. |
| Contracts and Case Management < 8% | Explain Contracts & Case Management 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. |
NEW QUESTION 42
Which objects are needed to create a registered product? Note: There are 2 correct Answers to this question.
- A. Installed base
- B. Contract
- C. Customer
- D. Product
Answer: C,D
NEW QUESTION 43
What are the essential configuration steps to automatically create a service ticket when an e-mail comes in? Note: There are 3 correct Answers to this question.
- A. Set scoping questions and outgoing e-mail details in fine-tuning.
- B. Set up service categories and service catalogs.
- C. Create an account with the e-mail address of the customer.
- D. Create an e-mail template for responses.
- E. Configure the e-mail address in the communication channel.
Answer: A,D,E
NEW QUESTION 44
What can you use to keep track of new knowledge base articles and changes made to existing ones if you have set up SAP Jam as a knowledge base?
- A. Feed
- B. Knowledge base fine-tuning activity
- C. Solution finder
- D. Broadcast
Answer: C
NEW QUESTION 45
To which objects can you directly assign a registered product? Note: There are 2 correct Answers to this question.
- A. Territory
- B. Appointment
- C. Installed base
- D. Maintenance plan
Answer: C,D
NEW QUESTION 46
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. Code list restrictions
- D. Territories
Answer: A,D
NEW QUESTION 47
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. Maintenance plan
- B. Workflow rule
- C. Resource scheduler
- D. Feature action within tickets
Answer: B,D
NEW QUESTION 48
Which of the following statements is correct in the context of scoping and fine-tuning? Note: There are 2 correct Answers to this question.
- A. Scoping is automatically generated by the system based on your fine-tuning decisions.
- B. Fine-tuning is the process of generating the activity list by answering questions about which business processes will be implemented.
- 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
NEW QUESTION 49
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. Usage
- C. Data source ID
- D. Name
- E. Description
Answer: B,C,D
NEW QUESTION 50
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. Maintenance plan
- B. Working calendar
- C. Service contract
- D. Operating hours
Answer: B,D
NEW QUESTION 51
What is one consequence of scoping the installed base option?
- A. The Registered Product scoping option will be selected automatically.
- B. The number of available standard reports is reduced.
- C. The Measurements feature is activated.
- D. Warranty management is available in service tickets.
Answer: A
NEW QUESTION 52
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. Skills
- B. Territory
- C. Service organization
- D. Measurement and reading
Answer: B,C
NEW QUESTION 53
Which settings can you control for the e-mail channel setup? Note: There are 3 correct Answers to this question.
- A. Channel type
- B. Mashup service
- C. Notification type
- D. Channel direction
- E. Ticket type
Answer: A,D,E
NEW QUESTION 54
Which tools can you use to dispatch a service technician to an open demand ticket? Note: There are 3 correct Answers to this question.
- A. Activity Planner
- B. FSM
- C. MRS
- D. Manual Routing
- E. Time recording
Answer: B,C,D
NEW QUESTION 55
Which of the following configuration activities are part of SAP Service Cloud? Note: There are 2 correct Answers to this question.
- A. Setup deals
- B. Scoping attribute set
- C. Maintenance measurement and readings
- D. Maintenance plan
Answer: C,D
NEW QUESTION 56
Which options do you have to connect an existing ticket to another ticket? Note: There are 3 correct Answers to this question.
- A. Select the relevant scoping item.
- B. Use the Subticket tab to add a ticket.
- C. Maintain the ticket hierarchy.
- D. Define a multi-step approval process.
- E. Execute an action for grouping tickets.
Answer: B,C,E
NEW QUESTION 57
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 58
What are the steps required to set up an approval process? Note: There are 3 correct Answers to this question.
- A. Configure process steps and define work distribution.
- B. Create a new registered product.
- C. Copy an existing approval process and modify the details.
- D. Configure a resource scheduler.
- E. Set validity from and to dates.
Answer: A,C,E
NEW QUESTION 59
How can you restrict access to Product View?
- A. Territories
- B. Service Unit of Employee
- C. Employee
- D. Sales Data of Employee
Answer: D
NEW QUESTION 60
Which item can be assigned to organizational structures, team assignments, and workflow rules?
- A. Business role
- B. Business user
- C. Service agent
- D. Employee
Answer: B
NEW QUESTION 61
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. Usage of Delegates
- B. Activate Scoping Item Determination for Territory Owner in Transaction
- C. Configure Work Distribution Rules for Employees
- D. Assign Restriction Rules
Answer: B,D
NEW QUESTION 62
Which tools would you use to create new accounts in SAP Service Cloud? Note: There are 2 correct Answers to this question.
- A. Mass Change Account Data
- B. Workflow With Action Account Creation
- C. Data Workbench
- D. Online Maintenance
Answer: B,C
NEW QUESTION 63
What types of mashups are available in SAP Service Cloud? Note: There are 2 correct Answers to this question.
- A. HTML mashups
- B. URL mashups
- C. ABAP mashups
- D. Internal mashups
Answer: A,B
NEW QUESTION 64
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. Maintain the fine-tuning activity for date profiles.
- D. Select the relevant scoping question.
Answer: B
NEW QUESTION 65
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