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

1. Which of the following tasks can you perform using the fine tuning activity for service processing during business configuration?
Note: There are 2 correct answers to this question

A) Manage business tasks for employee support
B) Disable the profanity check for outbound responses
C) Assign tickets to the last processor
D) Create or delete custom channels

2. Which of the following tools in SAP Cloud for Customer can you use to assign a work item to a service technician?

A) Multiresource Scheduling
B) Resource Planner
C) Resource Scheduler
D) Visit planner

3. Which of the following objects deliver a default approval process? Note: There are 2 correct answers to this question.

A) Visit
B) Contract
C) Ticket
D) Account

4. What is the correct sequence of steps for the process when creating tickets?

A) 1. Determine service categories
2. Analyze incident categories
3. Determine SLA
4. Determine ket dates
B) 1. Analyze incident categories
2. Determine service categories
3. Determine ket dates
4. Determine SLA
C) 1. Determine service categories
2. Analyze incident categories
3. Determine ket dates
4. Determine SLA
cement (SLA) evaluation
D) 1. Analyze incident categories
2. Determine service categories
3. Determine SLA
4. Determine ket dates