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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Warranty Management | <8% | - Warranty determination and processing |
| Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| Registered Products | <8% | - Use in service tickets |
| Service Contracts | 8%-12% | - Contract creation and assignment - Entitlement determination |
| Integration | 8%-12% | - System integration best practices - Pre-packaged integration scenarios |
| Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
| Service Request Management | 12%-16% | - Service level agreements (SLA) - Create and process service tickets - Escalation and routing rules |
| 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 |
| Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
Question 1
What can you use to control user privilages in SAP Cloud for Customer? Note: There are 3 correct answers to this question.
A. Code list restrictions
B. Business configuration
C. Business user
D. Business role
E. Work center view
Question 2
You need to configure an automated e-mail response to your customer when a service technician is assigned to a ticket.
Which actions do you perform in SAP Cloud for Customer?
Note: There are 2 correct answers to this question.
A. Create social media channels
B. Build a workflow rile
C. Set up notification of delegates
D. Configure e-mail channels
Question 3
What field controls how SAP ERP handles an item that is released from an SAP Cloud for Customer work ticket to SAP ERP?
A. Invoicing method
B. Scheduling relevant
C. Processing type
D. Ticket type
Question 4
From which of the following lists do you add products to the maintenance items?
A. Product categories
B. Registered products
C. Product list
D. Products from related tickets
Question 5
During scoping, you have selected the option to allow multiple territories per account. How does this impact the system behavior in the realignment of accounts and territories? Note: There are 2 correct answer to this question.
A. The define exceptions steps is disabled.
B. Additional fields become available for territory determination.
C. More than one set of territory rules become active.
D. The system uses the first rule that applies when making territory assignments.
Solutions:
| Question 1 Answer: A,B,C | Question 2 Answer: A,D | Question 3 Answer: A | Question 4 Answer: C | Question 5 Answer: A,B |
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