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SAP C_C4C14_1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Organizational Management | 8%-12% | - Organizational structure setup - Work distribution rules |
| Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| Warranty Management | <8% | - Warranty determination and processing |
| Registered Products | <8% | - Use in service tickets |
| Service Contracts | 8%-12% | - Contract creation and assignment - Entitlement determination |
| Service Request Management | 12%-16% | - Service level agreements (SLA) - Create and process service tickets - Escalation and routing rules |
| Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
| Integration | 8%-12% | - System integration best practices - Pre-packaged integration scenarios |
| Installed Base | <8% | - Use in service tickets |
| Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. 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
2. You need to configure an automated e-mail response to your customer when a service technician is assigned to a ticket.
Which actions do you perform in SAP Cloud for Customer?
Note: There are 2 correct answers to this question.
A) Build a workflow rile
B) Set up notification of delegates
C) Create social media channels
D) Configure e-mail channels
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) Language adaption
B) Code list restrictions
C) Page layouts
D) Mush-ups
4. When you create items in an installed base, which of the following item categories are supported?
A) Warranty products
B) Registered product
C) Text
D) Installation point
E) Product
5. Which of the following work center views display maintenance plans created with reference to the respective objects? Note: There are 2 correct answers to this question.
A) Registered product
B) Customer
C) Installation point
D) Contract
Solutions:
| Question # 1 Answer: A,D | Question # 2 Answer: C,D | Question # 3 Answer: B,C | Question # 4 Answer: B,C,E | Question # 5 Answer: A,D |
Vic -
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