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SAP C_C4C14_1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Administrative Configuration | 8%-12% | - Approval processes - Business configuration activities |
| Organizational Management | 8%-12% | - Work distribution rules - Organizational structure setup |
| Registered Products | <8% | - Use in service tickets |
| Warranty Management | <8% | - Warranty determination and processing |
| Implementation Basics | 8%-12% | - SAP implementation methodologies - Solution configuration and fine-tuning |
| Service Contracts | 8%-12% | - Contract creation and assignment - Entitlement determination |
| Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| Service Request Management | 12%-16% | - Create and process service tickets - Escalation and routing rules - Service level agreements (SLA) |
| Installed Base | <8% | - Use in service tickets |
| Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. 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 view Knowledge Base group updates in the Feed pane
C) They can create a ticket directly from SAP JAM
D) They can attach Knowledge Base articles to tickets
2. Which of the following tools in SAP Cloud for Customer can you use to assign a work item to a service technician?
A) Resource Planner
B) Resource Scheduler
C) Multiresource Scheduling
D) Visit planner
3. Which of the following tools can you use to restrict the business role level in SAP Cloud for Customer? Note:
There are 2 correct answer to this question.
A) Mush-ups
B) Page layouts
C) Language adaption
D) Code list restrictions
4. To which of the following entities must you assign the Phone call work center view to access the live activity pane for computer telephony integration (CTI)? Note: There are 2 correct answers to this question.
A) Business user
B) Organizational unit
C) Business role
D) Employee
5. What object is used in SAP Multi-resource Scheduling?
A) Service order
B) Internal order
C) Demand
D) Service contract
Solutions:
| Question # 1 Answer: A,B | Question # 2 Answer: A | Question # 3 Answer: B,D | Question # 4 Answer: C,D | Question # 5 Answer: C |
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