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SAP C_C4C14_1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Integration | 8%-12% | - System integration best practices - Pre-packaged integration scenarios |
| Topic 2: Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| Topic 3: Administrative Configuration | 8%-12% | - Approval processes - Business configuration activities |
| Topic 4: Warranty Management | <8% | - Warranty determination and processing |
| Topic 5: User Management | 8%-12% | - Set up data access restrictions - Maintain employees, business roles and users |
| Topic 6: Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
| Topic 7: Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Topic 8: Installed Base | <8% | - Use in service tickets |
| Topic 9: Organizational Management | 8%-12% | - Work distribution rules - Organizational structure setup |
| Topic 10: Registered Products | <8% | - Use in service tickets |
| Topic 11: Service Request Management | 12%-16% | - Escalation and routing rules - Service level agreements (SLA) - Create and process service tickets |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. When would you implement the approval function in SAP Cloud for customer? Note: There are 2 correct answers to this question.
A) You want another user to view a business object before it can be processed further.
B) You want to define multiple review steps for the same business object.
C) You want to define multiple review processes for the same business object
D) You want the direct approver of a business object to be the reporting line manager.
2. Your test tenants have been upgrade. Your production tenants will be upgrade in two weeks. Which activities should you NOT perform during these two weeks in the production tenant? Note: there are 2 correct answer to this question.
A) Apply SDK solution
B) Create Business Roles
C) Request new tenants
D) Upload data using the Mass Data Maintenance Tool
3. You enable e-mail integration with SAP Cloud for Customer service request management. Which types of customers are supported for the email channels? Note: There are 2 correct answers to this question.
A) Individual customers
B) Parents
C) Competitors
D) Accounts
4. To which objects can you add an installed base? Note: There are 2 correct answers to this question.
A) Contract
B) Visit
C) Maintenance plan
D) Ticket
5. 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) Employees need to be assigned directly to the organizational structure; business users fo not
C) Business users can be assigned access rights and business roles; employees cannot
D) Employees can be assigned access rights and business roles: business users cannot
Solutions:
| Question # 1 Answer: A,C | Question # 2 Answer: A,C | Question # 3 Answer: A,D | Question # 4 Answer: A,C | Question # 5 Answer: B,C |
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