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SAP C_C4C14_1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Installed Base | <8% | - Use in service tickets |
| Topic 2: Service Request Management | 12%-16% | - Escalation and routing rules - Service level agreements (SLA) - Create and process service tickets |
| Topic 3: Integration | 8%-12% | - System integration best practices - Pre-packaged integration scenarios |
| Topic 4: Reporting and Analytics | 8%-12% | - Basic custom reporting - Standard reports and dashboards |
| Topic 5: Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Topic 6: Registered Products | <8% | - Use in service tickets |
| Topic 7: User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Topic 8: Warranty Management | <8% | - Warranty determination and processing |
| Topic 9: Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
| Topic 10: Organizational Management | 8%-12% | - Work distribution rules - Organizational structure setup |
| Topic 11: Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. How can you prevent users from adding an installed base within a ticket?
A) Keep the installed base status as in Preparation
B) Add a new inactive item to the structure of the installed base
C) Download the installed base for offline editing
D) Use an action to block the installed base if it is active
2. 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.
Note: There are 2 correct answers to this question.
A) Business user
B) Business role
C) Organizational unit
D) Employee
3. Which item types can you use in installed bases? Note: There are 3 correct answers to this question.
A) object
B) Product .
C) Text
D) Registered product
E) Warranty
4. Which of the following platform can you integrate out of the box with SAP Cloud for Customer? Note: There are 2 correct answers to this question.
A) Google Docs
B) Microsoft SharePoint
C) MindTouch
D) SAP Jam
5. Which of the following objects are used as cost collectors when you release work tickets from SAP Cloud for Customer to SAP ERP?
Note: There are 2 correct answers to this question.
A) Debit memo request
B) Internal order
C) Sales order
D) Contract
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B,C | Question # 3 Answer: B,C,D | Question # 4 Answer: C,D | Question # 5 Answer: B,D |
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