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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:
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
Correct Answer: A,D 🗳️
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
Correct Answer: C,D 🗳️
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
Correct Answer: B,C 🗳️
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
Correct Answer: B,C,E 🗳️
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
Correct Answer: A,D 🗳️
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