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SAP C_C4C14_1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
| Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Warranty Management | <8% | - Warranty determination and processing |
| Registered Products | <8% | - Use in service tickets |
| Service Request Management | 12%-16% | - Create and process service tickets - Service level agreements (SLA) - Escalation and routing rules |
| 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 |
| Installed Base | <8% | - Use in service tickets |
| Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| Integration | 8%-12% | - System integration best practices - Pre-packaged integration scenarios |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
A user reports an incident. The administrator determines that this incident needs to be reviewed by SAP Support. What is the next step the administrator must perform in SAP Cloud for Customer?
- A. Confirm the incident
- B. Forward the incident to the provider
- C. Task over the incident
- D. Respond to the requestor
Correct Answer: A 🗳️
Which of the following data items are required to create a registered product? Note: There are 2 correct answers to this question.
- A. Warranty ID
- B. Customer
- C. Serial ID
- D. Reference date
Correct Answer: B,C 🗳️
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. Apply SDK solution
- B. Create Business Roles
- C. Request new tenants
- D. Upload data using the Mass Data Maintenance Tool
Correct Answer: A,C 🗳️
Which scoping element from customer care do you select to enable SAP JAM as a Knowledge Base in SAP Cloud for Customer?
- A. Service request management
- B. Communication for customer care
- C. Knowledge Base
- D. Service an repair
Correct Answer: C 🗳️
Where do you configure service levels in SAP Cloud for Service? Note: There are 2 correct answers to this question.
- A. In Administrator Work Center
- B. In Fine-tuning
- C. In the Service Control Center
- D. In Scoping
Correct Answer: B,D 🗳️
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