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SAP C_C4C14_1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implementation Basics | 8%-12% | - SAP implementation methodologies - Solution configuration and fine-tuning |
| Topic 2: Integration | 8%-12% | - System integration best practices - Pre-packaged integration scenarios |
| Topic 3: Service Request Management | 12%-16% | - Service level agreements (SLA) - Escalation and routing rules - Create and process service tickets |
| Topic 4: Organizational Management | 8%-12% | - Work distribution rules - Organizational structure setup |
| Topic 5: Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Topic 6: User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Topic 7: Registered Products | <8% | - Use in service tickets |
| Topic 8: Installed Base | <8% | - Use in service tickets |
| Topic 9: Warranty Management | <8% | - Warranty determination and processing |
| Topic 10: Reporting and Analytics | 8%-12% | - Basic custom reporting - Standard reports and dashboards |
| Topic 11: Administrative Configuration | 8%-12% | - Approval processes - Business configuration activities |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. You want to trigger additional service activities for a registered product regularly if a specific measurement reading threshold is reached. What type of maintenance plan should you create?
A) Alternating
B) Absolute
C) Fixed
D) Cyclical
2. Which item types can you use in installed bases? Note: There are 3 correct answers to this question.
A) object
B) Text
C) Product
D) Warranty
E) Registered product
3. You want to send automatic email responses to your customer when a service advisor is assigned to an incoming complaint The email responses should use your company branding template.
Which of the following steps must you perform in SAP Cloud for customer to achieve this workflow requirement?
Note: There are 2 correct answer to this question.
A) Define the rule type as an alert
B) Define notification placeholders
C) Define a rule for the individual Customer business object
D) Define a condition for the agent field
4. What are service agents used for when setting up an SAP Cloud for Customer system? Note: There are 2 correct answers to this questions.
A) To assign accounts to business users
B) To create business users
C) To restore system default settings
D) To scope the system
5. Which of the following functions are provide by the SAP add in for micros of excel? Note: There are 2 correct answer to this question.
A) Insert SAP Cloud for Customer reports into Microsoft Excel spreadsheets
B) Publish Microsoft Excel workbooks to the Microsoft sharepoint from SAP Cloud for Customer
C) Upload Microsoft excel worksbook to SAP Cloud for Customer
D) Share SAP Cloud for Customer report data using Object Linking and Embedding (OLE)
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B,C,E | Question # 3 Answer: B,D | Question # 4 Answer: B,D | Question # 5 Answer: B,C |

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