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SAP C_C4H510_21 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Identify how to use personalization and extensibility
  • Explain Registered Products & their usage in Service Tickets
Topic 2
  • Identify standard implementation methodologies used by SAP for SAP Cloud for Customer implementations
  • Service Elements and Notification
Topic 3
  • Describe the SAP pre-packaged integration scenarios and optimal project management practices
  • Personalization and Extensibility
Topic 4
  • Setup Service Levels, Categories and define Work Distribution rules for Service Process
  • Explain Maintenance Plan & its usage in Service Tickets
Topic 5
  • Explain Time Recording and Fulfillment in Service Tickets
  • Perform tasks associated with the maintenance of employees
Topic 6
  • Identify the different Service Processes and their capabilities
  • Leverage MS Excel with SAP Cloud for Customer reports
Topic 7
  • Explain Contracts & Case Management in Service Tickets
  • Set up a notification process and configure conditions and actions for workflows
Topic 8
  • Communication channels for Service Tickets. Knowledge Base in SAP Service Cloud
  • Explain Installed Base & its usage in Service Tickets
Topic 9
  • Identify fine-tuning timeline and dependencies in the context of the overall project plan
  • Troubleshoot data migration issues and understand mass data maintenance
Topic 10
  • Explain Warranty Management & its usage in Service Tickets
  • Identify different components of custom reports and interactive dashboards

C_C4H510_21 Exam Certification Details:

Level:Associate
Languages:English
Exam:80 questions
Duration:180 mins
Cut Score:65%

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SAP Certified Application Associate – SAP Service Cloud 2111 Sample Questions (Q19-Q24):

NEW QUESTION # 19
Which of the following are benefits of ticket hierarchies in SAP Service Cloud?Note: There are 2 correct answers to this question

  • A. You can change the status of multiple sub-tickets from the main ticket.
  • B. Changing the customer in the main ticket updates the customers in the related sub-tickets.
  • C. Opening the main ticket allows you to see all of the connected sub-tickets.
  • D. Creating a ticket on the main account automatically creates tickets on the sub-accounts.

Answer: A,C


NEW QUESTION # 20
What can the service categories in the service catalog be used for? Note: There are 3 correct answers to this question.

  • A. Controlling validity of the service catalog
  • B. Controlling responsibility
  • C. Determining service level assignments
  • D. Reporting
  • E. Determining fine-tuning settings

Answer: A,C,D


NEW QUESTION # 21
Which of the following actions can you perform to configure access rights? Note: There are 3 correct answers to this question.

  • A. Create service level agreements.
  • B. Maintain the service catalog.
  • C. Control access on field and action level.
  • D. Set access restrictions.
  • E. Assign work centers and views.

Answer: C,D,E


NEW QUESTION # 22
You are using contracts in SAP Service Cloud, and you want to automatically create an opportunity in the system three months before a contract ends. How can you achieve this?

  • A. Create a workflow rule.
  • B. Maintain the fine-tuning activity for date profiles.
  • C. Select the relevant scoping question.
  • D. Maintain the fine-tuning activity for contracts.

Answer: A


NEW QUESTION # 23
Which actions can be taken to see the restriction rules in access restrictions? Note: There are 3 correct answers to this question.

  • A. Set the read and write access to restricted.
  • B. Set the access rights to edit.
  • C. Set the write access to restricted.
  • D. Set the access rights to display.
  • E. Set the read access to restricted.

Answer: A,C,E


NEW QUESTION # 24
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