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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.

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

2. In order to update the status of multiple subtickets, what action does the agent perform?

A) Mass subticket completion
B) Mass subticket creation
C) Mass subticket status update
D) Mass subticket cancellation

3. From which of the following lists do you add products to the maintenance items?

A) Product categories
B) Product list
C) Products from related tickets
D) Registered products

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

5. Which of the following elements is optional when you configure a service level?

A) Net labor time
B) Priority ticket
C) alert when overdue
D) type of service

Solutions: