SAP C_C4H51_2405 Practice Test - Questions Answers, Page 7
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Which of the following elements can you configure for the object ticket using the fine-tuning function?
Ticket routing
Milestones
Skills
Parties involved
You have configured the service level agreements (SLAs) and their determination rules, but they are not derived in the service ticket. Which of the following could be a reason for this?
Note: There are 2 correct answers to this question.
The determination rules have been configured, but not activated.
SLAS are not configured in fine-tuning.
A workflow rule was not scheduled to trigger the determination.
SLAs are not activated in project scoping.
Which of the following apply to time recording? Note: There are 3 correct answers to this question.
Automatic time recording can be done by choosing 'Start recording' and 'Stop recording'.
Time sheets can be submitted for approval.
You can activate Microsoft Outlook integration for time recording.
Code list restrictions are not possible for the Time Type field.
Time recording can be done without assignment to a ticket.
What can the categories in the service catalog be used for? Note: There are 3 correct answers to this question.
Reporting purposes
Determining service level assignments
Determining responsibility for tickets
Determining fine-tuning settings
Controlling validity of the service catalog
Which objects and settings can be used to determine a service ticket processing team? Note: There are 2 correct answers to this question.
Determination of involved parties
SLA Determination
Party roles
Delegation rules
You plan a product recall with the help of automatically generated tickets. Which tool do you use?
Ticket routing rules
Realignment runs
Maintenance plan
Activity planner
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.
Set up an approval process.
Create a customer and assign an email address.
Activate Live Activity Configuration.
Define a template.
Which fields can be used to maintain service levels? Note: There are 2 correct answers to this question.
Due Date
Custom fields
Priority
Category
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.
Scoping in the Configuration Workbench
Social media channel configuration
Approval process for social media import run
Work distribution
Which objects are determined when you are using ticket routing in SAP Service Cloud? Note: There are 3 correct answers to this question.
Service category
Employee
Account
Organization
Territory
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