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

1. You need to configure an automated email response to your customer when a service technician is assigned to a ticket. Which actions do you perform is SAP Cloud for Customer? Note: There are 2 correct answer to this question.

A) Configure email channels
B) Set up notification of delegates
C) Define an approval process
D) Build a workflow

2. How can you give a business user access to a work center view? Note: There are 2 correct answers to this question.

A) Copy the access right from a business user who already has access to the work center view
B) Create a business role that has access to the work center view and assign it to the business user
C) Use business scoping to activate the work center containing the view
D) Assign the business user to the organizational structure.

3. To which of the following entities must you assign the Phone call work center view to access the live activity pane for computer telephony integration (CTI)? Note: There are 2 correct answers to this question.

A) Business role
B) Organizational unit
C) Business user
D) Employee

4. Which of the following components of computer Telephony Integration (CTI) are delivered by SAP Cloud for Customer? Note: There are 2 correct answers to this questions.

A) CTI client server
B) CTI Client adapter
C) CTI desktop client
D) Live activity pane

5. Who can approve time reports so they can be released to CATS?

A) End customer
B) Territory owner
C) Nominated delegate
D) Reporting line manager

Solutions: