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SAP C_C4C14_1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Installed Base | <8% | - Use in service tickets |
| Service Contracts | 8%-12% | - Contract creation and assignment - Entitlement determination |
| Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
| Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| Warranty Management | <8% | - Warranty determination and processing |
| Integration | 8%-12% | - System integration best practices - Pre-packaged integration scenarios |
| Organizational Management | 8%-12% | - Organizational structure setup - Work distribution rules |
| Registered Products | <8% | - Use in service tickets |
| User Management | 8%-12% | - Set up data access restrictions - Maintain employees, business roles and users |
| Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
| Service Request Management | 12%-16% | - Create and process service tickets - Escalation and routing rules - Service level agreements (SLA) |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. 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) Ticket
B) Customer
C) Campaign
2. To which objects can you add a registered product?
A) Sales order
B) Installed base
C) Survey
D) Service ticket
3. Which of the following tasks can you perform using the fine tuning activity for service processing during business configuration?
Note: There are 2 correct answers to this question
A) Create or delete custom channels
B) Manage business tasks for employee support
C) Disable the profanity check for outbound responses
D) Assign tickets to the last processor
4. Which of the following objects can you integrate with SAP CRM? Note: There are 3 correct answers to this question.
A) Opportunities
B) Vendors
C) Service requests
D) Social media profiles
E) Van stock
5. From which of the following lists do you add products to the maintenance items?
A) Products from related tickets
B) Product categories
C) Registered products
D) Product list
Solutions:
| Question # 1 Answer: A,B | Question # 2 Answer: B,D | Question # 3 Answer: A,B | Question # 4 Answer: B,C,D | Question # 5 Answer: D |
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