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SAP C_C4C14_1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Organizational Management | 8%-12% | - Work distribution rules - Organizational structure setup |
| Service Request Management | 12%-16% | - Create and process service tickets - Escalation and routing rules - Service level agreements (SLA) |
| Warranty Management | <8% | - Warranty determination and processing |
| Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
| Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
| Installed Base | <8% | - Use in service tickets |
| Registered Products | <8% | - Use in service tickets |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
Which of the following are functions of custom report creation in SAP Cloud for Customer? Note: There are 3 correct answers to this question.
- A. Custom reports creation is supported with a guided procedure
- B. Custom calculated key figures are allowed
- C. Custom reports can be created by sales employees
- D. Custom reports require new data sources
- E. Variable selection is possible
Correct Answer: A,B,D π³οΈ
Which of the following objects are used as cost collectors when you release work tickets from SAP Cloud for Customer to SAP ERP?
Note: There are 2 correct answers to this question.
- A. Internal order
- B. Debit memo request
- C. Contract
- D. Sales order
Correct Answer: A,C π³οΈ
Which field identifies a ticket as relevant for a field service scenario?
- A. Scheduling relevant
- B. Service organization
- C. Division
- D. Requires work
Correct Answer: D π³οΈ
Which of the following prepackaged mashups exist for SAP Cloud for customer?
- A. Hotmail
- B. SAP Jam
- C. Google Maps
- D. Mind touch
Correct Answer: A,B π³οΈ
Which data is synchronized bi-directionally between SAP Cloud for Customer and SAP CRM on premise?
- A. Activity
- B. The Report
- C. Campaign
- D. Maintenance plan
Correct Answer: A π³οΈ
