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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: Warranty Management | <8% | - Warranty determination and processing |
| Topic 3: User Management | 8%-12% | - Set up data access restrictions - Maintain employees, business roles and users |
| Topic 4: Service Request Management | 12%-16% | - Escalation and routing rules - Create and process service tickets - Service level agreements (SLA) |
| Topic 5: Installed Base | <8% | - Use in service tickets |
| Topic 6: Organizational Management | 8%-12% | - Organizational structure setup - Work distribution rules |
| Topic 7: Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
| Topic 8: Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| Topic 9: Reporting and Analytics | 8%-12% | - Basic custom reporting - Standard reports and dashboards |
| Topic 10: Service Contracts | 8%-12% | - Contract creation and assignment - Entitlement determination |
| Topic 11: Registered Products | <8% | - Use in service tickets |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. Which of the following options need to be considered before you use the data migration templates? Note:
There are 3 correct answers to this question.
A) You do NOT need to know the definitions of each of the fields
B) For each object to be migrated, the CSV fields must be mapped to the fields in the system
C) There is a template available for each object that allows tool-supported migration
D) You can upload the data only once
E) The template structure is predefined and CANNOT be changed
2. How can you give a business user access to a work center view? Note: There are 2 correct answers to this question.
A) Create a business role that has access to the work center view and assign it to the business user
B) Assign the business user to the organizational structure.
C) Copy the access right from a business user who already has access to the work center view
D) Use business scoping to activate the work center containing the view
3. What information is required to automatically schedule a maintenance plan? Note: There are 3 correct answers to this question.
A) Ticket category
B) Measurement attributes
C) Service team
D) MDRO run
E) Schedule condition
4. What activities do you perform in the Administrator work center to enable a new social media channel? Note:
There are 3 correct answers to this question.
A) Maintain Next Ticket configuration
B) Create and schedule social media import run
C) Select the channel type
D) Set up access to social media account
E) Set up service level determination for social media channel
5. To which objects can you add a registered product?
A) Survey
B) Sales order
C) Service ticket
D) Installed base
Solutions:
| Question # 1 Answer: A,D,E | Question # 2 Answer: A,C | Question # 3 Answer: B,D,E | Question # 4 Answer: A,B,D | Question # 5 Answer: C,D |
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