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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: Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| Topic 3: Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
| Topic 4: Installed Base | <8% | - Use in service tickets |
| Topic 5: Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Topic 6: Registered Products | <8% | - Use in service tickets |
| Topic 7: Organizational Management | 8%-12% | - Work distribution rules - Organizational structure setup |
| Topic 8: Reporting and Analytics | 8%-12% | - Basic custom reporting - Standard reports and dashboards |
| Topic 9: User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Topic 10: Service Request Management | 12%-16% | - Escalation and routing rules - Service level agreements (SLA) - Create and process service tickets |
| Topic 11: Administrative Configuration | 8%-12% | - Approval processes - Business configuration activities |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
Question 1
Which channel types are supported in SAP Cloud for Customer? ]
A. Business-to-business
B. Employee support
C. Business-to-customer
D. Business-to-consumer
E. Consumer-to-consumer
Question 2
Which information is updated after the SAP Cloud for Customer contract has been successfully replicated to SAP ERP?
Note: There are 3 correct answers to this question.
A. Invoicing status
B. External ID
C. Transfer status
D. Total price
E. Pricing status
Question 3
In what facet can you maintain counter readings?
A. Measurements
B. Items
C. Contracts
D. Maintenance Plan
Question 4
Which field do you use when allowing resource planning of service ticket items?
A. Scheduling relevant
B. Demand relevant
C. Resource relevant
D. Dispatch relevant
Question 5
Which data is synchronized bidirectionally between SAP Cloud for customer and SAP CRM on premise?
A. Promotion
B. Activity
C. Campaign
D. Ticket
Solutions:
| Question 1 Answer: A,B,D | Question 2 Answer: A,C,E | Question 3 Answer: D | Question 4 Answer: A | Question 5 Answer: B |
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