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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: Service Request Management | 12%-16% | - Service level agreements (SLA) - Create and process service tickets - Escalation and routing rules |
| Topic 3: Organizational Management | 8%-12% | - Organizational structure setup - Work distribution rules |
| Topic 4: Reporting and Analytics | 8%-12% | - Basic custom reporting - Standard reports and dashboards |
| Topic 5: Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
| Topic 6: Warranty Management | <8% | - Warranty determination and processing |
| Topic 7: Registered Products | <8% | - Use in service tickets |
| Topic 8: Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Topic 9: Installed Base | <8% | - Use in service tickets |
| Topic 10: User Management | 8%-12% | - Set up data access restrictions - Maintain employees, business roles and users |
| Topic 11: Integration | 8%-12% | - System integration best practices - Pre-packaged integration scenarios |
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) Special stock
B) Stock plant
C) Stock depot
D) Stock consignment
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) Create Business Roles
B) Request new tenants
C) Upload data using the Mass Data Maintenance Tool
D) Apply SDK solution
3. Which of the following components of computer telephony integration (CTI) are delivered by SAP Cloud for Customer?
Note: There are 2 correct answers to this question.
A) CTI client adapter
B) CTI client server
C) Live activity pane
D) Service request creation
4. What date type is used in a Date Profile to determine the start of the warranty?
A) Requested date
B) Reference date
C) Due date
D) Creation date
5. Who can approve time reports created by the service technicians? Note: There are 2 correct answers to this question.
A) Territory Manager
B) Functional unit manager
C) Reporting line manager
D) Service line manager
Solutions:
| Question # 1 Answer: B,D | Question # 2 Answer: B,D | Question # 3 Answer: A,C | Question # 4 Answer: B | Question # 5 Answer: B,D |
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