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

1. What is the correct sequence of steps for the automatic service level agreement (SLA) evaluation process when creating tickets?

A) 1. Analyze incident categories
2. Determine Service Categories
3. Determine SLA
4. Determine Key Dates
B) 1. Determine Service Categories
2. Analyze incident 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

2. 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) Employee
C) Business user
D) Organizational unit

3. Which of the following involved parties are supported by default for the installed base and installed base items? Note: There are 3 correct answers to this questions

A) Responsible employee
B) Customer
C) Territory Manager
D) Service technician team
E) Service engineer

4. Who can approve time reports created by the service technicians? Note: There are 2 correct answers to this question.

A) Functional unit manager
B) Service line manager
C) Territory Manager
D) Reporting line manager

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

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

Solutions: