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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Organizational Management | 8%-12% | - Work distribution rules - Organizational structure setup |
| Topic 2: Service Contracts | 8%-12% | - Contract creation and assignment - Entitlement determination |
| Topic 3: Installed Base | <8% | - Use in service tickets |
| Topic 4: Administrative Configuration | 8%-12% | - Approval processes - Business configuration activities |
| Topic 5: Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| Topic 6: Warranty Management | <8% | - Warranty determination and processing |
| Topic 7: Registered Products | <8% | - Use in service tickets |
| Topic 8: User Management | 8%-12% | - Set up data access restrictions - Maintain employees, business roles and users |
| Topic 9: Reporting and Analytics | 8%-12% | - Basic custom reporting - Standard reports and dashboards |
| Topic 10: Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
| Topic 11: Service Request Management | 12%-16% | - Service level agreements (SLA) - Escalation and routing rules - Create and process service tickets |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. For which of the following reasons would you create a business role? Note: There are 3 correct answers to this question.
A) You want to restrict drop-down list values for a specific group of users.
B) You want to standardize system access
C) You want to make custom reports available on the home page
D) You want to set up a service agent for an administrator
E) You want to perform fine-tuning activities.
2. What is the difference between a business user and employee? Note: There are 2 correct answers to this question.
A) Business users can be created using the data migration template: employee cannot
B) Employee need to be assigned directly to the organizational structure; business users must not
C) Business users can be assigned access right and business roles: employees cannot
D) Employee can be assigned access rights and business roles; business user cannot
3. How does the integration of SAP JAM with SAP Cloud for Customer benefit service agents? Note: There are
2 correct answers to this question.
A) They can create a ticket directly from SAP JAM
B) They can edit Knowledge Base articles in the agent workspace
C) They can attach Knowledge Base articles to tickets
D) They can view Knowledge Base group updates in the Feed pane
4. Where can you enable a business function if a work center is NOT listed in the access rights of a business user?
A) Administrator
B) Scoping
C) Fine tuning
D) Application and user management
5. 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 a condition for the agent field
B) Define notification placeholders
C) Define a rule for the individual Customer business object
D) Define the rule type as an alert
Solutions:
| Question # 1 Answer: A,B,E | Question # 2 Answer: B,C | Question # 3 Answer: B,D | Question # 4 Answer: A | Question # 5 Answer: A,B |
