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

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

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

2. How do you restrict the completion of the main ticket when the related sub ticket are still open?

A) By creating workflowrule
B) By Activating fine tuning activities
C) By creating a user defined ticket status
D) By enabling scoping questions

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

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

4. 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

5. Which of the following actions are supported by the email communication channel? Note: There are 2 correct answers to this question.

A) Create activities from inbound email
B) Broad cast emails to a group of individuals
C) Route unknow sender email to common inbox
D) Create service tickets from inbound emails

Solutions: