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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Topic 2: Reporting and Analytics | 8%-12% | - Basic custom reporting - Standard reports and dashboards |
| Topic 3: Installed Base | <8% | - Use in service tickets |
| Topic 4: Service Request Management | 12%-16% | - Escalation and routing rules - Service level agreements (SLA) - Create and process service tickets |
| Topic 5: Organizational Management | 8%-12% | - Organizational structure setup - Work distribution rules |
| Topic 6: User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Topic 7: Administrative Configuration | 8%-12% | - Approval processes - Business configuration activities |
| Topic 8: Registered Products | <8% | - Use in service tickets |
| Topic 9: Warranty Management | <8% | - Warranty determination and processing |
| Topic 10: Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| Topic 11: Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
Question 1
When would you use data migration templates instead of entering data manually? Note: There are 2 correct answers to this question.
A. When the data volume is low
B. When integration has been scoped
C. When data must be loaded quickly
D. When data is loaded from multiple applications
Question 2
Which item types can you use in installed bases? Note: There are 3 correct answers to this question.
A. object
B. Warranty
C. Product
D. Registered product
E. Text
Question 3
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. Upload data using the Mass Data Maintenance Tool
B. Apply SDK solution
C. Create Business Roles
D. Request new tenants
Question 4
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 view Knowledge Base group updates in the Feed pane
B. They can attach Knowledge Base articles to tickets
C. They can edit Knowledge Base articles in the agent workspace
D. They can create a ticket directly from SAP JAM
Question 5
How do you restrict the completion of the main ticket when the related sub ticket are still open?
A. By enabling scoping questions
B. By creating workflowrule
C. By Activating fine tuning activities
D. By creating a user defined ticket status
Solutions:
| Question 1 Answer: C,D | Question 2 Answer: C,D,E | Question 3 Answer: B,D | Question 4 Answer: A,C | Question 5 Answer: A |
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