C_C4H510_04 exam

Which fields can be determined by using SLAs? Note: There are 2 correct answers to this question.A . Service level of incoming ticketsB . StatusC . Service categoryD . Ticket due dateView AnswerAnswer: B,D

Which types of work distribution are possible for routing tickets in SAP Service Cloud? Note: There are 3 correct answers to this question.A . Account work distributionB . Organizational work distributionC . Service category distributionD . Territory work distributionE . Employee work distributionView AnswerAnswer: B,C,D

Which item can be assigned to organizational structures, team assignments and workflow rules?A . Service agentB . Business roleC . Business userD . EmployeeView AnswerAnswer: D

Which tool do you use to determine a service ticket processing team, based on conditions?A . SLA determination B -Ticket routing ruleB . Data WorkbenchC . Delegation rulesView AnswerAnswer: B

What can you do to give employees easy access to a centralized repository of information that would help with ticket resolution? Note: There are 2 correct answers to this question.A . Create a migration template.B . Configure SAP Jam as knowledge base.C . Create a broadcast.D . Integrate MindTouch.View AnswerAnswer:...

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 ticket resolved on dateB . Consider...

What objects can be used to define work distribution rules? Note: There are 2 correct answers to this question.A . EmployeesB . TerritoriesC . IncidentsD . Service agentsView AnswerAnswer: B,C

Which data element is used to calculate the warranty start?A . Number of monthsB . Warranty durationC . Service categoryD . Warranty reference dateView AnswerAnswer: D

What can you do with the add-In for Microsoft Outlook? Note: There are 2 correct answers to this question.A . Add an account team member.B . Use e-malis as a response to a ticket.C . Add a reference to an account.D . Add a reference to a service contract.View AnswerAnswer:...

What are the advantages of using the mash-up approach when integrating an SAP BusinessObjects Bl system? Note: There are 3 correct answers to this question.A . Offline access is availableB . Existing reports can be reusedC . No security issues with mashup outside of corporate networkD . Real-time data accessE...