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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Registered Products | <8% | - Use in service tickets |
| Topic 2: Warranty Management | <8% | - Warranty determination and processing |
| Topic 3: Service Request Management | 12%-16% | - Escalation and routing rules - Service level agreements (SLA) - Create and process service tickets |
| Topic 4: Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| Topic 5: User Management | 8%-12% | - Set up data access restrictions - Maintain employees, business roles and users |
| Topic 6: Organizational Management | 8%-12% | - Work distribution rules - Organizational structure setup |
| Topic 7: Reporting and Analytics | 8%-12% | - Basic custom reporting - Standard reports and dashboards |
| Topic 8: Implementation Basics | 8%-12% | - SAP implementation methodologies - Solution configuration and fine-tuning |
| Topic 9: Service Contracts | 8%-12% | - Contract creation and assignment - Entitlement determination |
| Topic 10: Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
| Topic 11: Installed Base | <8% | - Use in service tickets |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
Which tool can be used to control the general availability of a work center in the user interface in SAP Cloud for Customer?
- A. Fine-Tuning
- B. Configuration and User Management
- C. Scoping
- D. Activity List
Correct Answer: C 🗳️
What field controls how SAP ERP handles an item that is released from an SAP Cloud for Customer work ticket to SAP ERP?
- A. Invoicing method
- B. Processing type
- C. Ticket type
- D. Scheduling relevant
Correct Answer: A 🗳️
From which of the following lists do you add products to the maintenance items?
- A. Product list
- B. Registered products
- C. Products from related tickets
- D. Product categories
Correct Answer: A 🗳️
Which of the following SAP Cloud for Customer business objects are integrated with SAP Commerce?
- A. Campaign
- B. Customer
- C. Ticket
- D. Lead
Correct Answer: B,D 🗳️
To which objects can you add an installed base? Note: There are 2 correct answers to this question.
- A. Visit
- B. Contract
- C. Ticket
- D. Maintenance plan
Correct Answer: B,D 🗳️
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