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SAP CC4H51021 Certification Exam Topics:
| Topic Areas | Topic Details, Courses, Books |
|---|---|
| Service Business Process 8% - 12% | Identify the different Service Processes and their capabilities. Explain Time Recording and Fulfillment 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 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. |
| Maintenance Plan < 8% | Explain Maintenance Plan & its usage in Service Tickets. |
| Reporting 8% - 12% | Leverage MS Excel with SAP Cloud for Customer reports, and identify different components of custom reports and interactive dashboards. |
| Contracts and Ticket Hierarchy < 8% | Explain Contracts & Case Management in Service Tickets. |
SAP Certified Application Associate – SAP Service Cloud 2111 Sample Questions (Q22-Q27):
NEW QUESTION # 22
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. Online Maintenance
- C. Workflow With Action Account Creation
- D. Data Workbench
Answer: B,D
NEW QUESTION # 23
When should you use the templates provided in the Data Workbench?
- A. When customer data needs to be loaded quickly
- B. When the Mass Change Account Data tool is used
- C. When there is unstructured legacy data
- D. When data volume is low
Answer: D
NEW QUESTION # 24
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 a service contract.
- B. Use e-malis as a response to a ticket.
- C. Add a reference to an account.
- D. Add an account team member.
Answer: B,C
NEW QUESTION # 25
Which action is recommended for the administrator to solve an issue in the SAP Service Cloud system?
- A. Report an incident in SAP Service Cloud and forward to the requester.
- B. Report an incident in SAP Service Cloud and forward to the provider.
- C. Write an e-mail to your implementation partner.
- D. Write a message to SAP via social media.
Answer: B
NEW QUESTION # 26
Which master data is synchronized unidirectionally from SAP Service Cloud to SAP CRM?
- A. Territories
- B. Products
- C. Accounts
- D. Social media profiles
Answer: D
NEW QUESTION # 27
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