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SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:

1. To which of the following entities must you assign the phone call work center view to access the live activity pane for computer telephony integration (CTI)?
Note: There are 2 correct answers to this question.
Note: There are 2 correct answers to this question.

A) Business role
B) Business user
C) Employee
D) Organizational unit

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 general settings under the administration work center
C) In integration under the business configuration work center
D) In Service and social general settings under the administrator work center

3. Which tool can be used to control the general availability of a work center in the user interface in SAP Cloud for Customer?

A) Configuration and User Management
B) Fine-Tuning
C) Activity List
D) Scoping

4. 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. Analyze incident categories
2. Determine Service Categories
3. Determine SLA
4. Determine Key Dates
C) 1. Determine Service Category
2. Analyze Incident Categories
3. Determine Key Dates
4. Determine SLA
D) 1. Analyze Incident Categories
2. Determine Service Categories
3. Determine Key Dates
4. Determine SLA

5. A user is assigned two work centers that contain the same view. In the first work center.
the user has unrestricted read and write access. In the second work center, the user had read only access.
Which access rights does the user get for this view in both work centers?

A) Only unrestricted write access
B) Restricted read and write access
C) Unrestricted read and write access
D) Only restricted write access

Solutions: