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SAP C_C4H51_2405 Exam Syllabus Topics:

Topic
Details

Topic 1

Communication Channel and Knowledge Base: This section evaluates the abilities of service management professionals, such as SAP Service Cloud Consultants, and focuses on the various communication channels used for handling service tickets.

Topic 2

Basic Setup Settings: This section is targeted at implementation consultants and project managers responsible for the initial setup of SAP Cloud for Customer implementations. It includes understanding standard implementation methodologies, fine-tuning timelines, adjusting predefined settings, and tailoring solutions to meet specific customer needs.

Topic 3

Service Objects: This section assesses the knowledge of service management professionals, like SAP Service Cloud Consultants, in understanding and applying service objects within service tickets. It covers topics such as the explanation and usage of Registered Products, Installed Base, and Warranty Management in service tickets.

Topic 4

Reporting:This section focuses on the abilities of reporting analysts and SAP consultants who handle SAP Cloud for Customer reports. It covers the use of Microsoft Excel in conjunction with SAP reports, identifying components of custom reports, and creating interactive dashboards.

Topic 5

User Management: This section tests the skills of system administrators and SAP consultants who are responsible for user and role management. It involves tasks related to maintaining employees, business roles, and users, as well as configuring data restrictions.

SAP Certified Associate - Implementation Consultant - SAP Service Cloud Sample Questions (Q56-Q61):

NEW QUESTION # 56
What are the main uses for warranty management in SAP Service Cloud? Note: There are 2 correct answers to this question.

A. Routing rules can be applied to warranties.
B. When an agent creates a ticket with a registered product, the warranty is automatically determined.
C. The system can be set up so that certain incident categories are not covered.
D. The agent is prompted to upsell a warranty to the customer.

Answer: B,C

NEW QUESTION # 57
You want to create a maintenance plan for a vehicle check at 10,000 kilometers or 12 months. What schedule condition and schedule type do you use?

A. Alternating, time and counter-based
B. Absolute, counter-based
C. One time, time and counter-based
D. One time - no condition, time and counter-based

Answer: A

NEW QUESTION # 58
Which key features of the Analytics framework allow you to monitor business processes in SAP Service Cloud?
Note: There are 3 correct answers to this question.

A. Standard reports
B. Web service message monitoring
C. Interactive dashboards
D. Data sources
E. Custom reports

Answer: A,C,E

NEW QUESTION # 59
Which options can be used to control the access rights of a user? Note: There are 2 correct answers to this question.

A. Assign restriction rules
B. Create territory hierarchy levels
C. Assign employee to an organizational unit
D. Remove the personal data from the business user

Answer: A,C

NEW QUESTION # 60
Which elements are used to calculate the due dates defined in service level agreements (SLAs)? Note: There are 2 correct answers to this question.

A. Service contract
B. Working calendar
C. Maintenance plan
D. Operating hours

Answer: B,D

NEW QUESTION # 61
......

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