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SAP C_C4C14_1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Topic 2: Service Contracts | 8%-12% | - Contract creation and assignment - Entitlement determination |
| Topic 3: Service Request Management | 12%-16% | - Create and process service tickets - Service level agreements (SLA) - Escalation and routing rules |
| Topic 4: Organizational Management | 8%-12% | - Organizational structure setup - Work distribution rules |
| Topic 5: Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
| Topic 6: Warranty Management | <8% | - Warranty determination and processing |
| Topic 7: Registered Products | <8% | - Use in service tickets |
| Topic 8: Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| Topic 9: Installed Base | <8% | - Use in service tickets |
| Topic 10: Implementation Basics | 8%-12% | - SAP implementation methodologies - Solution configuration and fine-tuning |
| Topic 11: Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. 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 question.
A) CTI client server
B) Service request creation
C) CTI client adapter
D) Live activity pane
2. You are setting up the connection between SAP JAM and SAP Cloud for Customer Where do you enable this integration?
Note: There are 2 correct answer to this question
A) In general settings under the administration work center
B) In Service and social general settings under the administrator work center
C) In integration under the business configuration work center
D) In scoping under the Business Configuration work center
3. What object is used in SAP Multi-resource Scheduling?
A) Demand
B) Service order
C) Service contract
D) Internal order
4. Which of the following involved parties are supported by default for the installed base and installed base items?
Note: There are 3 correct answers to this question.
A) Employee responsible
B) Sales Employee
C) Customer
D) Service Technician team
E) Territory manager
5. Which of the following SAP Cloud for Customer business objects are integrated with SAP Commerce? Note:
There are 2 correct answers to this question.
A) Campaign
B) Customer
C) Ticket
Solutions:
| Question # 1 Answer: C,D | Question # 2 Answer: B,D | Question # 3 Answer: A | Question # 4 Answer: A,C,D | Question # 5 Answer: B,C |
