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SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. Which of the following tasks can you perform using the fine tuning activity for service processing during business configuration?
Note: There are 2 correct answers to this question
A) Disable the profanity check for outbound responses
B) Create or delete custom channels
C) Manage business tasks for employee support
D) Assign tickets to the last processor
2. You are setting up the connection between SAP JAM and SAP Cloud for Customer Where do you enable this integration?
Note: There are 2 correct answer to this question
A) In scoping under the Business Configuration work center
B) In integration under the business configuration work center
C) In Service and social general settings under the administrator work center
D) In general settings under the administration work center
3. Which of the following tasks can you perform using the fine-tuning activity for service processing? Note:
There are 2 correct answers to this question.
A) Disable the profanity check for outbound responses
B) Create or delete custom channels
C) Manage business tasks for employee support
D) Assign tickets to the last processor
4. Which of the following actions are supported by the email communication channel? Note: There are 2 correct answers to this question.
A) Create service tickets from inbound emails
B) Create activities from inbound email
C) Route unknow sender email to common inbox
D) Broad cast emails to a group of individuals
5. What is the correct sequence of steps for the automatic service level agreement (SLA) evaluation process when creating tickets?
A) 1. Determine Service Categories
2. Analyze incident categories
3. Determine SLA
4. Determine Key Dates
B) 1. Determine Service Category
2. Analyze Incident Categories
3. Determine Key Dates
4. Determine SLA
C) 1. Analyze incident categories
2. Determine Service Categories
3. Determine SLA
4. Determine Key Dates
D) 1. Analyze Incident Categories
2. Determine Service Categories
3. Determine Key Dates
4. Determine SLA
Solutions:
| Question # 1 Answer: B,C | Question # 2 Answer: A,C | Question # 3 Answer: A,C | Question # 4 Answer: A,C | Question # 5 Answer: A |
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