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SAP C_C4C14_1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Reporting and Analytics | 8%-12% | - Basic custom reporting - Standard reports and dashboards |
| Service Contracts | 8%-12% | - Contract creation and assignment - Entitlement determination |
| Warranty Management | <8% | - Warranty determination and processing |
| Registered Products | <8% | - Use in service tickets |
| Organizational Management | 8%-12% | - Organizational structure setup - Work distribution rules |
| Administrative Configuration | 8%-12% | - Approval processes - Business configuration activities |
| Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| Service Request Management | 12%-16% | - Escalation and routing rules - Create and process service tickets - Service level agreements (SLA) |
| 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 |
| Installed Base | <8% | - Use in service tickets |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. What is the difference between a business user and an employee? Note: There are 2 correct answers to this question.
A) Employees need to be assigned directly to the organizational structure; business users fo not
B) Business users can be created using the data migration template; employees cannot
C) Business users can be assigned access rights and business roles; employees cannot
D) Employees can be assigned access rights and business roles: business users cannot
2. What information is determinated from the registered product in a service ticket? Note: there are 2 correct answer to this question.
A) Service entitlement
B) Pricing condition
C) Warranty information
D) Maintenance plan
3. Which of the following options need to be considered before you use the data migration templates? Note:
There are 3 correct answers to this question.
A) The template structure is predefined and CANNOT be changed
B) You do NOT need to know the definitions of each of the fields
C) You can upload the data only once
D) There is a template available for each object that allows tool-supported migration
E) For each object to be migrated, the CSV fields must be mapped to the fields in the system
4. Which of the following platforms can you integrate out-of-the-box with SAP Cloud for Customer?
A) Microsoft Sharepoint
B) Mindouch
C) SAP JAM
D) Google Docs
5. Which of the following data items are required to create a registered product? Note: There are 2 correct answers to this question.
A) Reference date
B) Customer
C) Serial ID
D) Warranty ID
Solutions:
| Question # 1 Answer: A,C | Question # 2 Answer: C,D | Question # 3 Answer: A,B,C | Question # 4 Answer: B | Question # 5 Answer: B,C |
