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

1. How does the integration of SAP JAM with SAP Cloud for Customer benefit service agents? Note: There are
2 correct answers to this question.

A) They can attach Knowledge Base articles to tickets
B) They can edit Knowledge Base articles in the agent workspace
C) They can create a ticket directly from SAP JAM
D) They can view Knowledge Base group updates in the Feed pane

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

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

3. What do you use to restrict the completion of the main ticket when the related sub-tickets are still open?

A) Scoping option
B) Workflow rule
C) Fine-tuning activities
D) Code list restriction

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

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

5. What can you create using a workflow?

A) Phone call
B) Appointment
C) Activity list
D) Task

Solutions: