[Mar 28, 2022] Free SAP C-C4H510-04 Exam Questions and Answer
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SAP Service Cloud Certification Exam Topics:
| Topic Areas | Topic Details, Courses, Books | Weighting |
|---|---|---|
| Communication Channel and Knowledge Base | Communication channels for Service Tickets. Knowledge Base in SAP Service Cloud. C4H510 (SAP CLOUD FOR CUSTOMER 2011) | 8% - 12% |
| Contracts and Case Management | Explain Contracts & Case Management in Service Tickets. C4H510 (SAP CLOUD FOR CUSTOMER 2011) | < 8% |
| Service Elements and Notification | Setup Service Levels, Categories and define Work Distribution rules for Service Process. Set up a notification process and configure conditions and actions for workflows. C4H440 (SAP CLOUD FOR CUSTOMER 2011) | 8% - 12% |
| Personalization and Extensibility | Identify how to use personalization and extensibility, including mashups and custom business objects. C4H440 (SAP CLOUD FOR CUSTOMER 2011) | < 8% |
| Basic Setup Settings | Identify standard implementation methodologies used by SAP for SAP Cloud for Customer implementations. Identify fine-tuning timeline and dependencies in the context of the overall project plan, and the ways to tailor the solution by checking and adjusting the predefined settings to meet the customer’s business requirements. C4H440 (SAP CLOUD FOR CUSTOMER 2011) | 8% - 12% |
| Data Management | Use data migration templates, troubleshoot data migration issues and understand mass data maintenance. Describe the SAP pre-packaged integration scenarios and optimal project management practices related to system integration. C4H440 (SAP CLOUD FOR CUSTOMER 2011) | 8% - 12% |
| Maintenance Plan | Explain Maintenance Plan & its usage in Service Tickets. C4H510 (SAP CLOUD FOR CUSTOMER 2011) | < 8% |
| Reporting | Leverage MS Excel with SAP Cloud for Customer reports, and identify different components of custom reports and interactive dashboards. C4H440 (SAP CLOUD FOR CUSTOMER 2011) | < 8% |
| Service Objects | Explain Registered Products & their usage in Service Tickets. Explain Installed Base & its usage in Service Tickets. Explain Warranty Management & its usage in Service Tickets. C4H510 (SAP CLOUD FOR CUSTOMER 2011) | > 12% |
| Service Business Process | Identify the different Service Processes and their capabilities. Explain Time Recording and Fulfillment in Service Tickets. C4H510 (SAP CLOUD FOR CUSTOMER 2011) | 8% - 12% |
SAP Service Cloud Certification Exam Details:
| Exam Code | C_C4H510_04 |
| Exam Name | SAP Certified Application Associate - SAP Service Cloud 2011 |
| Reference Books | C4H440, C4H510 |
| Duration | 180 mins |
| Exam Price | $550 (USD) |
NEW QUESTION 18
Which of the following actions are necessary to successfully use installed bases in service tickets? Note: There are 2 correct answers to this question.
- A. Address mismatches must be corrected first.
- B. A customer needs to be assigned.
- C. A service contract is active.
- D. At least one service object needs to be assigned.
Answer: B,D
NEW QUESTION 19
Which of the following features apply to time recording? Note: There are 3 correct answers to this question.
- A. You can activate the Microsoft Outlook integration for time recording.
- B. Code list restrictions are not possible for the Time Type field.
- C. Time sheets can be submitted for approval.
- D. Time recording can be done online or in offline mode.
- E. Automatic time recording can be done by clicking "Start recording" and "Stop recording".
Answer: C,D,E
NEW QUESTION 20
Which objects can be used within ticket creation to automatically determine the registered product?
- A. Warranty
- B. Product
- C. Installed Base
- D. Installation Point
Answer: D
NEW QUESTION 21
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. Reporting
- C. Determining fine-tuning settings
- D. Controlling responsibility
- E. Determining service level assignments
Answer: A,B,E
NEW QUESTION 22
Which of the following are benefits of case management in SAP Service Cloud? Note: There are 2 correct Answers to this question.
- A. Creating a ticket on the main account automatically creates tickets on the sub-accounts.
- B. Opening the main ticket allows you to see all of the connected sub-tickets.
- C. You can change the status of multiple sub-tickets from the main ticket.
- D. Changing the customer in the main ticket updates the customers in the related sub-tickets.
Answer: B,C
NEW QUESTION 23
Which action should an administrator take to get a system bug fixed within SAP Service Cloud?
- A. Create an incident.
- B. Send an e-mail to SAP Cloud Support.
- C. Document an influencer story.
- D. Report a ticket.
Answer: A
NEW QUESTION 24
A maintenance plan is created with the condition "Every 5 weeks". Based on this condition, a ticket is created on March 1, but ticket processing is delayed.
Which option should you enable on the ticket template to avoid creation of multiple tickets?
- A. Consider contract status
- B. Consider maintenance plan condition
- C. Consider delay
- D. Consider ticket resolved on date
Answer: D
NEW QUESTION 25
Because some activities can be carried out in multiple views, which of the following is correct regarding access rights?
- A. You can decide, per view, if the access rights should override any restrictions you have defined or not.
- B. If an activity is contained in multiple views and the access rights are contradictory, the system automatically grants no access.
- C. Restricted access rights override any unrestricted access you have defined.
- D. Unrestricted access rights override any restrictions you have defined.
Answer: D
NEW QUESTION 26
Which of the following Data Workbench actions are supported for a complete business object? Note: There are 2 correct answers to this question.
- A. Upsert
- B. Delete
- C. Insert
- D. Update
Answer: A,C
NEW QUESTION 27
Which feature helps to ensure that e-mail responses sent by the service agent have the correct branding?
- A. Templates
- B. Routing rules
- C. Workflow rules
- D. Knowledge base
Answer: A
NEW QUESTION 28
What objects can be used to define work distribution rules? Note: There are 2 correct Answers to this question.
- A. Service agents
- B. Employees
- C. Territories
- D. Incidents
Answer: B,C
NEW QUESTION 29
Which of the following elements needs to be activated in the scoping? Note: There are 2 correct Answers to this question.
- A. Registered Products and Installed Bases
- B. Service Notification
- C. Sales Contact
- D. Service Contract Management
Answer: A,D
NEW QUESTION 30
Which objects can you assign to an installed base? Note: There are 2 correct answers to this question.
- A. Ticket
- B. Maintenance plan
- C. Visit
- D. Contract
Answer: A,D
NEW QUESTION 31
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. The migration execution requires an approval from SAP Cloud Support.
- B. You will need to create an initial file based on predefined fields.
- C. You will need to cleanse the legacy data.
- D. Data can be loaded or changed only once.
Answer: B,C
NEW QUESTION 32
What are the essential configuration steps to automatically create a service ticket when an e-mail comes in?
Note: There are 3 correct answers to this question.
- A. Configure the e-mail address in the communication channel.
- B. Create an account with the e-mail address of the customer.
- C. Set up service categories and service catalogs.
- D. Create an e-mail template for responses.
- E. Set scoping questions and outgoing e-mail details in fine-tuning.
Answer: A,B,E
NEW QUESTION 33
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 download an add-in for Microsoft Outlook?
- 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 corporate accounts?
Answer: D
NEW QUESTION 34
What can the service categories in the service catalog be used for? Note: There are 3 correct Answers to this question.
- A. Controlling responsibility
- B. Controlling validity of the service catalog
- C. Reporting
- D. Determining fine-tuning settings
- E. Determining service level assignments
Answer: A,C,E
NEW QUESTION 35
What objects can be used to define work distribution rules? Note: There are 2 correct answers to this question.
- A. Service agents
- B. Territories
- C. Employees
- D. Incidents
Answer: B,D
NEW QUESTION 36
Which of the following steps are recommended to upload data into SAP Service Cloud through the Data Workbench?
Note: There are 2 correct answers to this question.
- A. Schedule an MORO Job.
- B. Download the migration template.
- C. Save the file in XML
- D. Map the data fields with the offered data fields in the migration template.
Answer: A,D
NEW QUESTION 37
Which business function in the account master will block the release of quotes to SAP S/4HANA?
- A. Credit limit check
- B. Delivery block
- C. Sales support block
- D. Prospect
Answer: D
NEW QUESTION 38
What are the main uses for warranty management in SAP Service Cloud? Note: There are 2 correct Answers to this question.
- A. Routing rules can be applied to warranties.
- B. When an agent creates a ticket with a registered product, the warranty is automatically determined.
- C. The agent is prompted to upsell a warranty to the customer.
- D. The system can be set up so that certain incident categories are not covered.
Answer: B,D
NEW QUESTION 39
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. Field definitions are not relevant.
- B. There is a template available for each object that allows tool-supported migration.
- C. Data can be loaded only once.
- D. The template structure is predefined and cannot be changed.
Answer: B
NEW QUESTION 40
Which of the following options are features within the Analytics framework? Note: There are 2 correct Answers to this question.
- A. You can create new custom reports based on join data sources.
- B. You can add custom fields in data sources and reports.
- C. With the Dashboard Designer, KPIs can be joined to a new data source.
- D. With the mashup approach, offline access to an SAP BusinessObjects BI system is available.
Answer: A,B
NEW QUESTION 41
You request external prices from SAP ERP for your contract document. What do you need to display a valid condition record in SAP Service Cloud?
- A. Pricing procedure
- B. Price list
- C. Price scale
- D. Cross-selling list
Answer: A
NEW QUESTION 42
Which service objects can you assign to an installed base? Note: There are 2 correct Answers to this question.
- A. Ticket
- B. Maintenance plan
- C. Visit
- D. Contract
Answer: B,D
NEW QUESTION 43
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