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SAP Certified Application Associate - SAP Service Cloud 2011

Last Update 2 hours ago Total Questions : 114

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Question # 11

When should you use the templates provided in the Data Workbench?

A.

When the Mass Change Account Data tool is used

B.

When customer data needs to be loaded quickly

C.

When there is unstructured legacy data

D.

When data volume is low

Question # 12

Which action should an administrator take to get a system bug fixed within SAP Service Cloud?

A.

Create an incident.

B.

Send an e-mail to SAP Cloud Support.

C.

Document an influencer story.

D.

Report a ticket.

Question # 13

Which of the following options are possible for permissions?

A.

If an activity is contained in multiple views and the access rights are contradictory, the system automatically grants no access.

B.

Unrestricted access rights override any restrictions you have defined.

C.

Restricted access rights override any unrestricted access you have defined.

D.

You can decide, per view, if the access rights should override any restrictions you have defined or not.

Question # 14

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

Question # 15

You have configured the Service Level Agreements (SLAs) and their determination rules, but they are not derivedin the service ticket.

Which of the following could be a reason for that?

Note: There are 2 correct answers to this question.

A.

A workflow rule has to be scheduled to trigger the determination.

B.

The system background job for SLA determination runs every 30 minutes and has not been executed yet.

C.

The determination rules have been configured, but not activated.

D.

The question related to SLAs must be activated in project scoping.

Question # 16

What can you do to give employees easy access to a centralized repository of information that would help withticket resolution?

Note: There are 2 correct answers to this question.

A.

Create a migration template.

B.

Configure SAP Jam as knowledge base.

C.

Create a broadcast.

D.

Integrate MindTouch.

Question # 17

Question 33: In the ticket, there is no warranty determined for the registered product. Which of the following reasons could be a cause?

A.

The warranty is expired.

B.

The warranty is set to active.

C.

The registered product has no installed base assignment.

D.

The ticket is escalated.

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