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

1. For registered products, counter readings are recorded in which of the following facets?

A) Measurement logs
B) Maintenance plans
C) Measurement
D) Items

2. When a valid warranty is NOT determined in a service ticket, what must be the uncovered incident category?

A) Product category
B) Cause category
C) Incident category
D) Resolution category

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

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

4. Which additional business objects can be determined by using a registered product within a ticket? Note:
There are 2 correct answers to this question.

A) Service contract
B) Maintenance plan
C) Pricing condition
D) Warranty

5. How do you maintain a service catalog after you have released it?

A) You change the usage of the current catalog
B) You create a new version of the current catalog
C) You delete the current catalog and create a new catalog
D) You update the structure of the current catalog

Solutions: