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SAP C_C4H510_21 Exam Syllabus Topics:

Topic 1
  • Explain Warranty Management & its usage in Service Tickets
  • Identify different components of custom reports and interactive dashboards
Topic 2
  • Explain Time Recording and Fulfillment in Service Tickets
  • Perform tasks associated with the maintenance of employees
Topic 3
  • Communication channels for Service Tickets. Knowledge Base in SAP Service Cloud
  • Explain Installed Base & its usage in Service Tickets
Topic 4
  • Identify fine-tuning timeline and dependencies in the context of the overall project plan
  • Troubleshoot data migration issues and understand mass data maintenance
Topic 5
  • Describe the SAP pre-packaged integration scenarios and optimal project management practices
  • Personalization and Extensibility

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SAP Certified Application Associate – SAP Service Cloud 2111 Sample Questions (Q29-Q34):


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. Save the file in XML
  • B. Download the migration template.
  • C. Map the data fields with the offered data fields in the migration template.
  • D. Schedule an MORO Job.

Answer: C,D


Which configuration steps can be used in SAP Service Cloud to send e-mails to a customer? Note: There are 2 correct answers to this question.

  • A. Create a customer and assign an e-mail address.
  • B. Set up an approval process.
  • C. Activate Live Activity Configuration.
  • D. Define a template.

Answer: A,D


What are the advantages of using the mashup approach when integrating an SAP Bl system? Note: There are 3 correct answers to this question.

  • A. Existing reports can be reused
  • B. No additional authorization concept is required
  • C. Real-time data access
  • D. No security issues with mashup outside of corporate network
  • E. Offline access is available

Answer: A,B,C


Which feature allows the scheduling of automatic ticket creation?

  • A. Registered products
  • B. Realignment run
  • C. Service plans
  • D. Maintenance plans

Answer: D


You have configured the SLAs and their determination rules, but they are not derived in the service ticket. Which of the following can be a reason for that? Note: There are 2 correct answers to this question.

  • A. A workflow rule has to be scheduled to trigger the determination.
  • B. The question related to SLAs must be activated in project scoping.
  • C. The determination rules have been configured, but not activated.
  • D. The system background job for SLA determination runs every 30 minutes and has not been executed yet.

Answer: B,C



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