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SAP CC4H51021 Certification Exam Topics:
| Topic Areas | Topic Details, Courses, Books |
|---|---|
| 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. |
| Contracts and Ticket Hierarchy < 8% | Explain Contracts & Case Management in Service Tickets. |
| 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. |
| Reporting 8% - 12% | Leverage MS Excel with SAP Cloud for Customer reports, and identify different components of custom reports and interactive dashboards. |
| Service Business Process 8% - 12% | Identify the different Service Processes and their capabilities. Explain Time Recording and Fulfillment in Service Tickets. |
| User Management < 8% | Perform tasks associated with the maintenance of employees, business roles and users, as well as set up data restrictions. |
CC4H51021 Exam Certification Details:
| Languages: | English |
| Level: | Associate |
| Cut Score: | 65% |
| Duration: | 180 mins |
| Exam: | 80 questions |
Quiz 2023 High Hit-Rate SAP Test CC4H51021 Result
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SAP Certified Application Associate – SAP Service Cloud 2111 Sample Questions (Q19-Q24):
NEW QUESTION # 19
Which of the following options are features within the Analytics framework? Note: There are 2 correct answers to this question.
- A. With the mashup approach, offline access to an SAP BusinessObjects Bl system is available.
- B. You can add custom fields in data sources and reports.
- C. You can create new custom reports based on join data sources.
- D. With the Dashboard Designer, KPIs can be joined to a new data source.
Answer: A,B
NEW QUESTION # 20
What can you do to give employees easy access to a centralized repository of information that would help with ticket resolution?
Note: There are 2 correct answers to this question.
- A. Configure SAP Jam as knowledge base.
- B. Create a broadcast.
- C. Integrate MindTouch.
- D. Create a migration template.
Answer: A,C
NEW QUESTION # 21
Which of the following elements are necessary to calculate the due dates defined in the SLA? Note: There are 2 correct answers to this question.
- A. Service contract
- B. Operating hours
- C. Maintenance plan
- D. Working calendar
Answer: B,D
NEW QUESTION # 22
Which of the following options are possible for permissions?
- A. Restricted access rights override any unrestricted access you have defined.
- B. You can decide, per view, if the access rights should override any restrictions you have defined or not.
- C. If an activity is contained in multiple views and the access rights are contradictory, the system automatically grants no access.
- D. Unrestricted access rights override any restrictions you have defined.
Answer: B
NEW QUESTION # 23
Which best practice actions are suggested for incident management? Note: There are 3 correct answers to this question.
- A. Check for solutions in the Help Center.
- B. Report the incident from the screen in which the issue occurs.
- C. Keep the incident lightweight and use screenshots only if it is necessary.
- D. Always include step-by-step instructions on how to recreate the issue.
- E. Always create the incident with medium priority and adjust it later if applicable.
Answer: A,B,D
NEW QUESTION # 24
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