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NEW QUESTION # 70
What does the system automatically generate when you create a new employee in SAP Service Cloud?
- A. Business user
- B. Service agent
- C. Workflow rule
- D. Organizational unit
Answer: A
NEW QUESTION # 71
Which Analytics key features allow you to monitor business processes in SAP Service Cloud? Note: There are 3 correct answers to this question.
- A. Standard reports
- B. Web service message monitoring
- C. Interactive dashboards
- D. Inner join data sources
- E. Custom reports
Answer: A,C,E
NEW QUESTION # 72
Which types of categories can be used in the service catalog? Note: There are 3 correct answers to this question.
- A. Maintenance category
- B. Incident category
- C. Cause category
- D. Process category
- E. Warranty category
Answer: B,C,D
NEW QUESTION # 73
Which of these objects are NOT associated with SAP Jam groups?
- A. Opportunities
- B. Tickets
- C. Products
- D. Sales orders
Answer: D
NEW QUESTION # 74
When should you use the templates provided in the Data Workbench?
- A. When the Mass Change Account Data tool is used
- B. When there is unstructured legacy data
- C. When data volume is low
- D. When customer data needs to be loaded quickly
Answer: C
NEW QUESTION # 75
Which of the following are benefits of ticket hierarchies in SAP Service Cloud?Note: There are 2 correct answers to this question
- A. Opening the main ticket allows you to see all of the connected sub-tickets.
- B. Creating a ticket on the main account automatically creates tickets on the sub-accounts.
- C. Changing the customer in the main ticket updates the customers in the related sub-tickets.
- D. You can change the status of multiple sub-tickets from the main ticket.
Answer: A,D
NEW QUESTION # 76
Question 8: What types of mashups are available in SAP Service Cloud?
Note: There are 2 correct answers to this question.
- A. URL mashups
- B. ASAP mashups
- C. HTML mashups
- D. Internal mashups
Answer: B,C
NEW QUESTION # 77
Which components delivered by SAP Service Cloud provide CTI integration? Note: There are 2 correct answers to this question.
- A. CTI Client Adapter
- B. Live Activity pane
- C. CTI Desktop pane
- D. CTI Client pane
Answer: A,B
NEW QUESTION # 78
Which objects can you assign to an installed base? Note: There are 2 correct answers to this question.
- A. Visit
- B. Maintenance plan
- C. Contract
- D. Ticket
Answer: C,D
NEW QUESTION # 79
What are the valid schedule types when creating maintenance plans? Note: There are 2 correct answers to this question.
- A. Cyclical
- B. Counter based
- C. Recall
- D. Absolute
Answer: A,D
NEW QUESTION # 80
Which of the following scoping questions needs to be flagged to enable automatic ticket creation based on incoming e-mails?
- A. Do you want to enable internal memos for tickets?
- B. Do you want to support e-mail channels for corporate accounts?
- C. Do you want to enable agents to respond to tickets using an external e-mail client?
- D. Do you want to download an add-in for Microsoft Outlook?
Answer: B
NEW QUESTION # 81
Which tool do you use to determine a service ticket processing team, based on conditions?
- A. SLA determination
- B. Data Workbench
- C. Ticket routing rule
- D. Delegation rules
Answer: C
NEW QUESTION # 82
Which action is a prerequisite to implement registered products? Note: There are 2 correct answers to this question.
- A. Create customer records
- B. Create an Installed Base
- C. Create numeric ranges for customers
- D. Activate Registered Products in Scoping
Answer: B,D
NEW QUESTION # 83
Which of the following options are possible for permissions?
- A. Unrestricted access rights override any restrictions you have defined.
- B. Restricted access rights override any unrestricted access you have defined.
- C. If an activity is contained in multiple views and the access rights are contradictory, the system automatically grants no access.
- D. You can decide, per view, if the access rights should override any restrictions you have defined or not.
Answer: D
NEW QUESTION # 84
Which objects can be used within ticket creation to automatically determine the registered product?
- A. Warranty
- B. Product
- C. Installation Point
- D. Installed Base
Answer: B
NEW QUESTION # 85
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. Broadcast
- B. Feed
- C. Knowledge Base fine -tuning activity
- D. Solution finder
Answer: B
NEW QUESTION # 86
The system needs to be set up to route all messages from Twitter that get created as service tickets to be handled by a specific team.
Which feature of SAP Service Cloud can help with this?
- A. Knowledge base integration
- B. Social channel setup
- C. SLA
- D. Work distribution
Answer: A
NEW QUESTION # 87
Which scoping question allows you to enable automatic ticket creation based on incoming e-mails?
- A. Do you want to enable internal memos for tickets?
- B. Do you want to support e-mail channels for corporate accounts?
- C. Do you want to enable agents to respond to tickets using an external e-mail client?
- D. Do you want to support e-mail channels for groups?
Answer: B
NEW QUESTION # 88
Which mandatory characteristics do you need to provide when you create a cloud data source? Note: There are 3 correct answers to this question.
- A. Web service URL
- B. Usage
- C. Name
- D. Data source ID
- E. Description
Answer: B,C,D
NEW QUESTION # 89
What must you consider when you want to upload master data to SAP Service Cloud using templates? Note: There are 2 correct answers to this question.
- A. There is a template available for each object that allows tool-supported migration.
- B. The template structure is predefined and cannot be changed.
- C. Data can be loaded only once.
- D. Field definitions are not relevant.
Answer: A
NEW QUESTION # 90
What is one consequence of scoping the installed base option?
- A. The number of available standard reports is reduced.
- B. The Measurements feature is activated.
- C. The Registered Product scoping option will be selected automatically.
- D. Warranty management is available in service tickets.
Answer: C
NEW QUESTION # 91
Which type of categories can be used in the service catalog? Note: There are 3 correct answers to this question.
- A. Maintenance category
- B. Incident category
- C. Cause category
- D. Warranty category
- E. Service category
Answer: B,C,E
NEW QUESTION # 92
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