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

1. You need to configure an automated e-mail response to your customer when a service technician is assigned to a ticket.
Which actions do you perform in SAP Cloud for Customer?
Note: There are 2 correct answers to this question.

A) Set up notification of delegates
B) Configure e-mail channels
C) Build a workflow rile
D) Create social media channels

2. What activities do you perform in the Administrator work center to enable a new social media channel? Note:
There are 3 correct answers to this question.

A) Create and schedule social media import run
B) Select the channel type
C) Maintain Next Ticket configuration
D) Set up service level determination for social media channel
E) Set up access to social media account

3. Which of the following actions are supported by the e-mail communication channel? Note: There are 2 correct answers to this question.

A) Route unkown sender e-mails to a common inbox
B) Create activities from inbound e-mails
C) Broadcast e-mails to a group of individuals
D) Create service tickets from inbound e-mails

4. Your test tenants have been upgraded. Your production tenants will be upgraded in two weeks. Which activities should be avoided until the production tenant upgrade is complete? Note: There are 2 correct answers to this question.

A) Update fine-tuning
B) Request new tenants
C) Create business roles
D) Apply SDK solution

5. You enable e-mail integration with SAP Cloud for Customer service request management. Which types of customers are supported for the email channels? Note: There are 2 correct answers to this question.

A) Parents
B) Competitors
C) Accounts
D) Individual customers

Solutions: