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SAP C_C4H51_2405 Practice Test - Questions Answers
List of questions
Question 1
What can you use to create tickets based on conditions?
The Ticket Creation action in the Tickets work center
Maintenance plan
Activity planner
Workflow rule of type Action
Question 2
Which element do you need to maintain to use maintenance plans?
Scoping
Fine-tuning
Condition attribute
Installed base
Question 3
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?
Maintain the fine-tuning activity for contracts.
Maintain a reference date in the contract.
Create a workflow rule.
Select the relevant scoping ques-tion.
Question 4
You want to create a maintenance plan for a vehicle check at 10,000 kilometers or 12 months. What schedule condition and schedule type do you use?
Absolute, counter-based
Alternating, time and counter-based
One time - no condition, time and counter-based
One time, time and counter-based
Question 5
Which of the following are benefits of ticket hierarchies in SAP Service Cloud? Note: There are 2 correct answers to this question.
You can link multiple tickets to a customer hierarchy using the Grouping feature.
You can change the status of multiple sub-tickets from the main ticket.
Changing the customer in the main ticket updates the customers in the related sub-tickets.
Opening the main ticket allows you to see all the connected sub-tickets.
Question 6
Which object can you assign to a ticket template when you are using maintenance plans?
Service category
Reference date
Maintenance plan condition
Registered product
Question 7
What can you do to give employees easy access to a centralized repository of information that would help with ticket resolution?
Create and assign a survey to a ticket
Configure a response template
Integrate an external knowledge base
Set up a knowledge base for service contracts
Question 8
Which settings can you control for the email channel setup? Note: There are 3 correct answers to this question.
Ticket type
Channel direction
Notification type
Mashup service
Channel type
Question 9
Which object is mandatory to integrate emails in tickets?
Service organization
Branding template
Document type
Service level agreement
Question 10
Which steps do you need to automatically create a service ticket when an email comes in? Note: There are 3 correct answers to this question.
Set scoping ques-tions and outgoing email details in fine-tuning.
Create an email template for responses.
Create an account with the email address of the customer.
Configure the email address in the communication channel.
Set up service categories and service catalogs.
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