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SAP C_C4C14_1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Organizational Management | 8%-12% | - Organizational structure setup - Work distribution rules |
| Topic 2: User Management | 8%-12% | - Set up data access restrictions - Maintain employees, business roles and users |
| Topic 3: Service Request Management | 12%-16% | - Escalation and routing rules - Service level agreements (SLA) - Create and process service tickets |
| Topic 4: Installed Base | <8% | - Use in service tickets |
| Topic 5: Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Topic 6: Administrative Configuration | 8%-12% | - Approval processes - Business configuration activities |
| Topic 7: Warranty Management | <8% | - Warranty determination and processing |
| Topic 8: Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| Topic 9: Integration | 8%-12% | - System integration best practices - Pre-packaged integration scenarios |
| Topic 10: Registered Products | <8% | - Use in service tickets |
| Topic 11: Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. You need to maintain an installed base
How can you prevented from selecting it in a ticket while you make these changes?
A) Use an action to block the installed base if it is activate.
B) Add new inactivate item to the structure of the installed base
C) Keep the installed base in the "in preparation" status
D) Download the installed base for offline editing
2. What can you do to give the business user access to the Territory Management work center?
A) Use business scoping for the authorization of Territory Management
B) Assign the employee to the organizational structure
C) Assign the business user to a territory
D) Create a new business role with the work center and assign it to the business user
3. Which of the following prepackaged mashups exist for SAP Cloud for Customer? Note: There are 2 correct answers to this question.
A) Hotmail
B) Mindtouch
C) Google maps
D) Whatsapp
4. Which field is used for sending a spare parts confirmations from a SAP Cloud for Customer work ticket to SAP ERP?
A) Target quantity
B) Planned quantity
C) Actual quantity
D) Consumed quantity
5. Which of the following are supported as part of the packaged integration capabilities when connecting SAP Cloud for Customer with CRM?
Note: there are 3 correct answers to this question.
A) Recent orders
B) Service requests
C) Currency conversion rates
D) Opportunities
E) Social media profiles
Solutions:
| Question # 1 Answer: B,C | Question # 2 Answer: C | Question # 3 Answer: B,C | Question # 4 Answer: B | Question # 5 Answer: A,C,E |
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