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SAP C_C4C14_1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Warranty Management | <8% | - Warranty determination and processing |
| Topic 2: Service Request Management | 12%-16% | - Service level agreements (SLA) - Escalation and routing rules - Create and process service tickets |
| Topic 3: Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
| Topic 4: User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Topic 5: Installed Base | <8% | - Use in service tickets |
| Topic 6: Registered Products | <8% | - Use in service tickets |
| Topic 7: Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| Topic 8: Organizational Management | 8%-12% | - Organizational structure setup - Work distribution rules |
| Topic 9: Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| Topic 10: Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Topic 11: Implementation Basics | 8%-12% | - SAP implementation methodologies - Solution configuration and fine-tuning |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. Your test tenants have been upgrade. Your production tenants will be upgrade in two weeks. Which activities should you NOT perform during these two weeks in the production tenant? Note: there are 2 correct answer to this question.
A) Upload data using the Mass Data Maintenance Tool
B) Apply SDK solution
C) Create Business Roles
D) Request new tenants
2. Which Channel types are supported in SAP Cloud for Customer? Note: There are 3 correct answers to this question.
A) Consumer to consumer
B) Business to consumer
C) Consumer to business
D) Employee support
E) Business to business
3. What can you create using a workflow?
A) Phone call
B) Activity list
C) Task
D) Appointment
4. 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 the rule type as an alert
B) Define a rule for the individual Customer business object
C) Define a condition for the agent field
D) Define notification placeholders
5. A user is assigned two work centers that contain the same view. In the first work center.
the user has unrestricted read and write access. In the second work center, the user had read only access.
Which access rights does the user get for this view in both work centers?
A) Unrestricted read and write access
B) Only unrestricted write access
C) Only restricted write access
D) Restricted read and write access
Solutions:
| Question # 1 Answer: B,D | Question # 2 Answer: B,D,E | Question # 3 Answer: C | Question # 4 Answer: C,D | Question # 5 Answer: A |
