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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Organizational Management | 8%-12% | - Organizational structure setup - Work distribution rules |
| Administrative Configuration | 8%-12% | - Approval processes - Business configuration activities |
| Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| Installed Base | <8% | - Use in service tickets |
| Service Request Management | 12%-16% | - Create and process service tickets - Service level agreements (SLA) - Escalation and routing rules |
| Registered Products | <8% | - Use in service tickets |
| Warranty Management | <8% | - Warranty determination and processing |
| Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| User Management | 8%-12% | - Set up data access restrictions - Maintain employees, business roles and users |
| Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
| Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
What activities do you perform in the administrator work center to enable a new social media channel? There are 3 correct answers to this question.
- A. Set up ticket routing for the social media channel
- B. Select the channel type
- C. Set up service level determination for the social media channel
- D. Create and schedule social media import run
- E. Set up access to social media account
Correct Answer: B,D,E 🗳️
Which of the following objects are used as collectors when you release work tickets from SAP Cloud for customer to SAP ERP?
Note: there are 2 correct answers to this questions.
- A. Contract
- B. Sales order
- C. Internal order
- D. Debit memo request
Correct Answer: B,D 🗳️
You want to send automatic email responses to your customer when a service advisor is assigned to an incoming complaint The email responses should use your company branding template.
Which of the following steps must you perform in SAP Cloud for customer to achieve this workflow requirement?
Note: There are 2 correct answer to this question.
- A. Define notification placeholders
- B. Define a rule for the individual Customer business object
- C. Define the rule type as an alert
- D. Define a condition for the agent field
Correct Answer: A,D 🗳️
Where can you consume spare parts in SAP ERP for use in an SAP Cloud for Customer work ticket integration scenario?
Note: There are 2 correct answers to this question.
- A. Plant stock
- B. Special stock
- C. Locked stock
- D. Consignment stock
Correct Answer: A,D 🗳️
Which of the following are initial tasks required to configure SAP Cloud for Customer? Note: There are 2 correct answers to this question.
- A. Execute data migration
- B. Define business roles
- C. Set up scoping
- D. Define the organizational structure
Correct Answer: B,C 🗳️
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