Online Access Free C_C4H51_2405 Exam Questions

What can you do to give employees easy access to a centralized repository of information that would help with ticket resolution?

• A.Integrate an external knowledge base
• B.Configure a response template
• C.Create and assign a survey to a ticket
• D.Set up a knowledge base for service contracts

Your customer has determined that one of their products has a known fault. They would like to ensure that all tickets with that product be automatically assigned to the escalation team.
Which feature of SAP Service Cloud would you use to perform this action?

• A.Service categories
• B.Notifications
• C.Workflow distribution rules
• D.Fine-tuning

Which of the following apply to scoping and fine-tuning? Note: There are 2 correct answers to this question.

• A.Scoping is a prerequisite to enable users to export reports to Microsoft Excel.
• B.Scoping is the process of matching your individual business requirements to predefined solution capabilities.
• C.The activity list is automatically generated by the system based on your scoping decisions.
• D.Fine-tuning is the process of generating the activity list by
  Answer :ing que-stions about which business processes will be implemented.

Which tool should you use to rename the Tickets facet?

• A.Adaptation tool
• B.Workflow with a Field Update action type
• C.Language Adaptation tool
• D.Page Layout tool

Which object is mandatory to integrate emails in tickets?

• A.Service organization
• B.Document type
• C.Branding template
• D.Service level agreement