SAP C_C4H51_2405 Exam Practice Test Instant Access

Question 1

You have determined that one of your products has a known fault. You want to ensure that all cases

with that product are automatically assigned to the escalation team. Which feature in SAP Service

Cloud Version 2 would you use to do this?

ANotifications

BCase routing

CSLA

DService categories

Answer : B

Question 2

You are configuring SAP Service Cloud to automatically create tickets from Facebook posts and assign them to the social media support team. Which features of SAP Service Cloud can help with this?

Note: There are 2 correct answers to this question.

AScoping in the Configuration Workbench

BSocial media channel configuration

CApproval process for social media import run

DWork distribution

Answer : B, D

Question 3

Which fields can be used to maintain service levels? Note: There are 2 correct answers to this question.

ADue Date

BCustom fields

CPriority

DCategory

Answer : A, C

Question 4

Which configuration steps can be used in SAP Service Cloud to send emails to a customer? Note: There are 2 correct answers to this question.

ASet up an approval process.

BCreate a customer and assign an email address.

CActivate Live Activity Configuration.

DDefine a template.

Answer : B, D

Question 5

Which elements can be used to determine the reaction time in service level agreements? Note: There are 2 correct answers to this question.

ASales contract

BMaintenance plan

CCustom fields

DPriority

Answer : B, D

Question 6

Which element do you need to maintain to use maintenance plans?

AScoping

BFine-tuning

CCondition attribute

DInstalled base

Answer : D

Question 7

What can you use to create tickets based on conditions?

AThe Ticket Creation action in the Tickets work center

BMaintenance plan

CActivity planner

DWorkflow rule of type Action

Answer : D

SAP C_C4H51_2405 SAP Certified Associate - Implementation Consultant - SAP Service Cloud Exam Practice Test