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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: Registered Products | <8% | - Use in service tickets |
| Topic 3: Installed Base | <8% | - Use in service tickets |
| Topic 4: Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| Topic 5: Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| Topic 6: User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Topic 7: Organizational Management | 8%-12% | - Organizational structure setup - Work distribution rules |
| Topic 8: Implementation Basics | 8%-12% | - SAP implementation methodologies - Solution configuration and fine-tuning |
| Topic 9: Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Topic 10: Administrative Configuration | 8%-12% | - Approval processes - Business configuration activities |
| Topic 11: Service Request Management | 12%-16% | - Service level agreements (SLA) - Escalation and routing rules - Create and process service tickets |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
Question 1
Which object is used for representing work tickets from SAP cloud for customer in SAP Multi Resource Scheduling?
A. Internal order
B. Service order
C. Demand
D. Debit memo request
Question 2
From where can you consume spare parts in SAP ERP for use in a SAP Cloud for Customer work ticket integration scenario? Note: There are 2 correct answers to this question.
A. Stock plant
B. Special stock
C. Stock depot
D. Stock consignment
Question 3
How does the integration of SAP JAM with SAP Cloud for Customer benefit service agents? Note: There are
2 correct answers to this question.
A. They can edit Knowledge Base articles in the agent workspace
B. They can create a ticket directly from SAP JAM
C. They can view Knowledge Base group updates in the Feed pane
D. They can attach Knowledge Base articles to tickets
Question 4
Which of the following objects are used as cost collectors when you release work tickets from SAP Cloud for Customer to SAP ERP?
Note: There are 2 correct answers to this question.
A. Internal order
B. Contract
C. Debit memo request
D. Sales order
Question 5
What can you use to hide a single value of Q Key user tool (KUT)
A. value field?
B. Access rights
C. Personalization
D. Code lists restrictions
Solutions:
| Question 1 Answer: C | Question 2 Answer: A,D | Question 3 Answer: A,C | Question 4 Answer: A,B | Question 5 Answer: D |
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