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SAP C_C4C14_1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| 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 |
| Registered Products | <8% | - Use in service tickets |
| Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
| User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Installed Base | <8% | - Use in service tickets |
| Organizational Management | 8%-12% | - Organizational structure setup - Work distribution rules |
| Warranty Management | <8% | - Warranty determination and processing |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. Which of the following involved parties are supported by default for the installed base and installed base items? Note: There are 3 correct answers to this questions
A) Territory Manager
B) Service technician team
C) Responsible employee
D) Service engineer
E) Customer
2. Why do you create a business role?
Note: There are 3 correct answers to this question.
A) You want to restrict drop down list values for a specific group of users
B) You want to make custom reports available on the home page
C) You want to set up a maintenance plan
D) You want to perform fine-tuning activities
E) You want to standardize system access
3. In which of the following objects do you see the Maintenance Plan work center view? Note: There are 3 correct answers to this question.
A) Contract
B) Customer
C) Installed base
D) Registered product
4. For registered products, counter readings are recorded in which of the following facets?
A) Items
B) Maintenance plans
C) Measurement logs
D) Measurement
5. Which of the following object can be created in SAP ERP when a work ticket from SAP Cloud for Customer is released to SAP ERP?
Note: There are 3 correct answers to this question.
A) Billing request
B) Good issue
C) Internal order
D) Purchase order
E) Service order
Solutions:
| Question # 1 Answer: B,C,E | Question # 2 Answer: B,E | Question # 3 Answer: A,B,C | Question # 4 Answer: C | Question # 5 Answer: A,B,D |
