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SAP CC4H51021 Exam Description:

The “SAP Certified Application Associate – SAP Service Cloud 2111” 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. The certificate issued for passing this exam will be valid for 5 years.

SAP CC4H51021 Exam Syllabus Topics:

Topic	Details
Topic 1	Identify fine-tuning timeline and dependencies in the context of the overall project plan Troubleshoot data migration issues and understand mass data maintenance
Topic 2	Explain Time Recording and Fulfillment in Service Tickets Perform tasks associated with the maintenance of employees
Topic 3	Communication channels for Service Tickets. Knowledge Base in SAP Service Cloud Explain Installed Base & its usage in Service Tickets
Topic 4	Identify the different Service Processes and their capabilities Leverage MS Excel with SAP Cloud for Customer reports
Topic 5	Communication Channel and Knowledge Base Contracts and Ticket Hierarchy Service Business Process
Topic 6	Describe the SAP pre-packaged integration scenarios and optimal project management practices Personalization and Extensibility
Topic 7	Identify standard implementation methodologies used by SAP for SAP Cloud for Customer implementations Service Elements and Notification
Topic 8	Explain Warranty Management & its usage in Service Tickets Identify different components of custom reports and interactive dashboards

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SAP Certified Application Associate – SAP Service Cloud 2111 Sample Questions (Q113-Q118):

NEW QUESTION # 113
Which item can be assigned to organizational structures, team assignments and workflow rules?

• A. Business user
• B. Business role
• C. Service agent
• D. Employee

Answer: D
NEW QUESTION # 114
Which of the following options are possible for permissions?

• A. Restricted access rights override any unrestricted access you have defined.
• B. Unrestricted access rights override any restrictions you have defined.
• C. You can decide, per view, if the access rights should override any restrictions you have defined or not.
• D. If an activity is contained in multiple views and the access rights are contradictory, the system automatically grants no access.

Answer: C
NEW QUESTION # 115
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 # 116
Which tools would you use to create new accounts in SAP Service Cloud? Note: There are 2 correct answers to this question.

• A. Workflow With Action Account Creation
• B. Mass Change Account Data
• C. Data Workbench
• D. Online Maintenance

Answer: C,D
NEW QUESTION # 117
Which data is bidirectionally synchronized between SAP Cloud for Customer and SAP Field Service Management?

• A. Tickets
• B. Employees
• C. Products
• D. Accounts

Answer: A
NEW QUESTION # 118
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