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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Administrative Configuration | 8%-12% | - Approval processes - Business configuration activities |
| Topic 2: Installed Base | <8% | - Use in service tickets |
| Topic 3: Warranty Management | <8% | - Warranty determination and processing |
| Topic 4: Service Request Management | 12%-16% | - Create and process service tickets - Service level agreements (SLA) - Escalation and routing rules |
| Topic 5: Integration | 8%-12% | - System integration best practices - Pre-packaged integration scenarios |
| Topic 6: User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Topic 7: Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| Topic 8: Registered Products | <8% | - Use in service tickets |
| Topic 9: Implementation Basics | 8%-12% | - SAP implementation methodologies - Solution configuration and fine-tuning |
| Topic 10: Organizational Management | 8%-12% | - Organizational structure setup - Work distribution rules |
| Topic 11: Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
In what facet can you maintain counter readings?
- A. Contracts
- B. Measurements
- C. Maintenance Plan
- D. Items
Correct Answer: C 🗳️
Which of the following objects deliver a default approval process? Note: There are 2 correct answers to this question.
- A. Account
- B. Visit
- C. Ticket
- D. Contract
Correct Answer: A,B 🗳️
Which of the following components of computer Telephony Integration (CTI) are delivered by SAP Cloud for Customer? Note: There are 2 correct answers to this questions.
- A. CTI desktop client
- B. CTI Client adapter
- C. Live activity pane
- D. CTI client server
Correct Answer: B,C 🗳️
Which additional business objects can be determined by using a registered product within a ticket? Note:
There are 2 correct answers to this question.
- A. Warranty
- B. Maintenance plan
- C. Service contract
- D. Pricing condition
Correct Answer: A,B 🗳️
What is the difference between a business user and an employee? Note: There are 2 correct answers to this question.
- A. Business users can be created using the data migration template; employees cannot
- B. Business users can be assigned access rights and business roles; employees cannot
- C. Employees can be assigned access rights and business roles: business users cannot
- D. Employees need to be assigned directly to the organizational structure; business users fo not
Correct Answer: B,D 🗳️
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