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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
| Topic 2: Service Request Management | 12%-16% | - Escalation and routing rules - Create and process service tickets - Service level agreements (SLA) |
| Topic 3: Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
| Topic 4: Warranty Management | <8% | - Warranty determination and processing |
| Topic 5: Reporting and Analytics | 8%-12% | - Basic custom reporting - Standard reports and dashboards |
| Topic 6: Installed Base | <8% | - Use in service tickets |
| Topic 7: Organizational Management | 8%-12% | - Work distribution rules - Organizational structure setup |
| Topic 8: Integration | 8%-12% | - System integration best practices - Pre-packaged integration scenarios |
| Topic 9: User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Topic 10: Registered Products | <8% | - Use in service tickets |
| Topic 11: Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
Which field identifies a ticket as relevant for a field service scenario?
- A. Scheduling relevant
- B. Division
- C. Service organization
- D. Requires work
What object is used in SAP Multi-resource Scheduling?
- A. Service contract
- B. Service order
- C. Internal order
- D. Demand
Which of the following are scenarios supported by SAP Cloud for Service? Note: There are 2 correct answers to this question.
- A. Customer support
- B. Partner channel management
- C. Vendor management
- D. Employee help desk
What activities do you perform in the administrator work center to enable a new social media channel? There are 3 correct answers to this question.
- A. Select the channel type
- B. Set up ticket routing for the social media channel
- C. Set up service level determination for the social media channel
- D. Create and schedule social media import run
- E. Set up access to social media account
Which channel types are supported in SAP Cloud for Customer? ]
- A. Business-to-consumer
- B. Consumer-to-consumer
- C. Business-to-business
- D. Employee support
- E. Business-to-customer
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