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SAP C_C4C14_1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Installed Base | <8% | - Use in service tickets |
| Organizational Management | 8%-12% | - Work distribution rules - Organizational structure setup |
| User Management | 8%-12% | - Set up data access restrictions - Maintain employees, business roles and users |
| Service Request Management | 12%-16% | - Escalation and routing rules - Create and process service tickets - Service level agreements (SLA) |
| Administrative Configuration | 8%-12% | - Approval processes - Business configuration activities |
| Warranty Management | <8% | - Warranty determination and processing |
| Reporting and Analytics | 8%-12% | - Basic custom reporting - Standard reports and dashboards |
| Registered Products | <8% | - Use in service tickets |
| Integration | 8%-12% | - System integration best practices - Pre-packaged integration scenarios |
| Implementation Basics | 8%-12% | - SAP implementation methodologies - Solution configuration and fine-tuning |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. Which field identifies a ticket as relevant for a field service scenario?
A) Service organization
B) Requires work
C) Scheduling relevant
D) Division
2. Which date type do you use when determining the start of the warranty?
A) Requested date
B) Due date
C) Reference date
D) Creation date
3. Which of the following element from Customer Care do you select to enable SAP JAM as a knowledge base in SAP Cloud for Customer?
A) Business Performance Management
B) Communication for Customer Care
C) Service Request Management
D) Service and Repair
4. Which of the following elements is optional when you configure a service level?
A) Net labor time
B) alert when overdue
C) type of service
D) Priority ticket
5. In SAP Cloud for Customer (C4C), What information is updated when the C4C contract is successfully replicated to SAP ERP? Note: There are 2 correct answers to this question.
A) Total price
B) External ID
C) status
D) Transfer status
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: A,C |
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