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SAP C_C4H510_04 Certification Exam Topics:
| Topic Areas | Topic Details, Courses, Books |
|---|---|
| Communication Channel and Knowledge Base 8% - 12% | Communication channels for Service Tickets. Knowledge Base in SAP Service Cloud. |
| 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. |
| User Management 8% - 12% | Perform tasks associated with the maintenance of employees, business roles and users, as well as set up data restrictions. |
| 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. |
| Personalization and Extensibility < 8% | Identify how to use personalization and extensibility, including mashups and custom business objects. |
| Reporting < 8% | Leverage MS Excel with SAP Cloud for Customer reports, and identify different components of custom reports and interactive dashboards. |
| 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. |
| 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. |
| Contracts and Case Management < 8% | Explain Contracts & Case Management in Service Tickets. |
C_C4H510_04 Exam Certification Details:
| Duration: | 180 mins |
| Cut Score: | 63% |
| Exam: | 80 questions |
NEW QUESTION 33
Which elements can be used to restrict access to views? Note: There are 2 correct Answers to this question.
- A. Field extensions
- B. Territories
- C. Business roles
- D. Code list restrictions
Answer: B,C
NEW QUESTION 34
Which data is bidirectionally synchronized between SAP Cloud for Customer and SAP Field Service Management?
- A. Employees
- B. Accounts
- C. Products
- D. Tickets
Answer: D
NEW QUESTION 35
Question 35: What are the scenarios that enable users to broadcast reports by e-mail? Note: There are 2 correct answers to this question.
- A. Ad-hoc broadcasting
- B. On specific report creation
- C. Periodic scheduling
- D. On every save of the report
Answer: A,C
NEW QUESTION 36
What must you consider when you want to upload master data to SAP Service Cloud using templates? Note:
There are 2 correct answers to this question.
- A. The template structure is predefined and cannot be changed.
- B. Data can be loaded only once.
- C. There is a template available for each object that allows tool-supported migration.
- D. Field definitions are not relevant.
Answer: C
NEW QUESTION 37
Which tools would you use to create new accounts in SAP Service Cloud? Note: There are 2 correct answers to this question.
- A. Data Workbench
- B. Mass Change Account Data
- C. Online Maintenance
- D. Workflow With Action Account Creation
Answer: A,C
NEW QUESTION 38
Which of the following scoping questions needs to be flagged to enable automatic ticket creation based on incoming e-mails?
- A. Do you want to enable agents to respond to tickets using an external e-mail client?
- B. Do you want to support e-mail channels for corporate accounts?
- C. Do you want to download an add-in for Microsoft Outlook?
- D. Do you want to enable internal memos for tickets?
Answer: B
NEW QUESTION 39
You have configured the Service Level Agreements (SLAs) and their determination rules, but they are not derived in the service ticket. Which of the following could be a reason for that? Note: There are 2 correct Answers to this question.
- A. The system background job for SLA determination runs every 30 minutes and has not been executed yet.
- B. The determination rules have been configured, but not activated.
- C. The question related to SLAs must be activated in project scoping.
- D. A workflow rule has to be scheduled to trigger the determination.
Answer: B,C
NEW QUESTION 40
What can you do with the add-In for Microsoft Outlook? Note: There are 2 correct answers to this question.
- A. Add a reference to an account.
- B. Add a reference to a service contract.
- C. Use e-malis as a response to a ticket.
- D. Add an account team member.
Answer: A,C
NEW QUESTION 41
What can the service categories in the service catalog be used for? Note: There are 3 correct answers to this question.
- A. Reporting
- B. Controlling validity of the service catalog
- C. Determining fine-tuning settings
- D. Controlling responsibility
- E. Determining service level assignments
Answer: A,B,E
NEW QUESTION 42
Which types of work distribution are possible for routing tickets in SAP Service Cloud? Note: There are 3 correct Answers to this question.
- A. Service category distribution
- B. Employee work distribution
- C. Account work distribution
- D. Organizational work distribution
- E. Territory work distribution
Answer: B,D,E
NEW QUESTION 43
Which objects are required to create a service ticket? Note: There are 2 correct answers to this question.
- A. Customer
- B. Maintenance plan
- C. Service request
- D. Contracts
Answer: A,D
NEW QUESTION 44
You have configured the SLAs and their determination rules, but they are not derived in the service ticket.
Which of the following can be a reason for that? Note: There are 2 correct answers to this question.
- A. The system background job for SLA determination runs every 30 minutes and has not been executed yet.
- B. The determination rules have been configured, but not activated.
- C. The question related to SLAs must be activated in project scoping.
- D. A workflow rule has to be scheduled to trigger the determination.
Answer: B,C
NEW QUESTION 45
What are the advantages of using the mashup approach when integrating an SAP Bl system? Note: There are 3 correct answers to this question.
- A. No security issues with mashup outside of corporate network
- B. No additional authorization concept is required
- C. Existing reports can be reused
- D. Real-time data access
- E. Offline access is available
Answer: B,C,D
NEW QUESTION 46
What objects can be used to define work distribution rules? Note: There are 2 correct Answers to this question.
- A. Employees
- B. Service agents
- C. Incidents
- D. Territories
Answer: A,D
NEW QUESTION 47
What must you consider when you want to upload master data to SAP Service Cloud using templates?
Note: There are 2 correct Answers to this question.
- A. You will need to create an initial file based on predefined fields.
- B. Data can be loaded or changed only once.
- C. The migration execution requires an approval from SAP Cloud Support.
- D. You will need to cleanse the legacy data.
Answer: A,D
NEW QUESTION 48
Which fields can be determined by using Service Level Agreements? Note: There are 2 correct answers to this question.
- A. Service level of incoming tickets
- B. Ticket due date
- C. Status
- D. Service category
Answer: C,D
NEW QUESTION 49
Which key user tool allows you to change field properties on the SAP Service Cloud Ul?
- A. Adaptation
- B. Mashup
- C. Code list restriction
- D. Workflow rules
Answer: A
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. Service contract
- B. Working calendar
- C. Operating hours
- D. Maintenance plan
Answer: A,C
NEW QUESTION 51
Which business function in the account master will block the release of quotes to SAP S/4HANA?
- A. Prospect
- B. Sales support block
- C. Credit limit check
- D. Delivery block
Answer: A
NEW QUESTION 52
Which objects can you assign to an installed base? Note: There are 2 correct answers to this question.
- A. Visit
- B. Maintenance plan
- C. Ticket
- D. Contract
Answer: C,D
NEW QUESTION 53
Which feature is used to limit values in a drop-down list?
- A. Personalization
- B. Extension fields
- C. Code list restriction
- D. Adaptation
Answer: C
NEW QUESTION 54
Which element is needed to determine the due date for the initial ticket response in Service Level Agreements?
- A. Document types
- B. Priority
- C. Maintenance plan
- D. Service category
Answer: C
NEW QUESTION 55
Which key scoping elements can be defined under the Business Configuration work center in SAP Service Cloud?
- A. Countries, business processes, business users
- B. Countries, data workbench, form templates
- C. Countries, business processes, integrations
- D. Countries, workflow rules, integrations
Answer: C
NEW QUESTION 56
What can you do to give employees easy access to a centralized repository of information that would help with ticket resolution?
- A. Activate scoping item "Create Service Requests from Incoming E-Mail"
- B. Integrate MindTouch
- C. Configure a service catalogue
- D. Setup a knowledge base for service contracts
Answer: B
NEW QUESTION 57
What are the scenarios that enable users to broadcast reports by e-mail? Note: There are 2 correct Answers to this question.
- A. Ad-hoc broadcasting
- B. On specific report creation
- C. Periodic scheduling
- D. On every save of the report
Answer: A,C
NEW QUESTION 58
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SAP C_C4H510_04 Exam Description:
The “SAP Certified Application Associate – SAP Service Cloud 2011 ” certification exam verifies that the candidate possesses fundamental knowledge and proven skills in SAP Service Cloud project implementation. This certificate proves that the candidate has the core understanding required of an application consultant and is able to apply the associated prerequisite skills practically under the supervision of an expert consultant in a project environment.
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