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

1. Which Channel types are supported in SAP Cloud for Customer? Note: There are 3 correct answers to this question.

A) Employee support
B) Consumer to consumer
C) Business to business
D) Consumer to business
E) Business to consumer

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

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

3. Which of the following functions can you perform using the Language Adaptation tool?

A) Translate notes entered by a user
B) Translate all buttons
C) Translate extension field labels
D) Translate work center and view labels

4. How would the integration of SAP JAM with SAP Cloud for Customer benefits service agents? Note: There are 2 correct answer to this question.

A) They can view Knowledge Base group updates in the Feed pane
B) They can edit Knowledge Base articles in the agent workspace
C) They can attach Knowledge Base articles to tickets
D) They can navigate to SAP JAM to search for Knowledge Base articles

5. For which of the following reasons would you create a business role? Note: There are 3 correct answers to this question.

A) You want to make custom reports available on the home page
B) You want to restrict drop-down list values for a specific group of users.
C) You want to set up a service agent for an administrator
D) You want to standardize system access
E) You want to perform fine-tuning activities.

Solutions: