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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Organizational Management | 8%-12% | - Work distribution rules - Organizational structure setup |
| Topic 2: Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
| Topic 3: Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| Topic 4: Service Request Management | 12%-16% | - Service level agreements (SLA) - Create and process service tickets - Escalation and routing rules |
| Topic 5: Registered Products | <8% | - Use in service tickets |
| Topic 6: Reporting and Analytics | 8%-12% | - Basic custom reporting - Standard reports and dashboards |
| Topic 7: User Management | 8%-12% | - Set up data access restrictions - Maintain employees, business roles and users |
| Topic 8: Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Topic 9: Warranty Management | <8% | - Warranty determination and processing |
| Topic 10: Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
| Topic 11: Installed Base | <8% | - Use in service tickets |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
Question 1
You are setting up the connection between SAP JAM and SAP Cloud for Customer Where do you enable this integration?
Note: There are 2 correct answer to this question
A. In integration under the business configuration work center
B. In scoping under the Business Configuration work center
C. In Service and social general settings under the administrator work center
D. In general settings under the administration work center
Question 2
You create a custom report
Which of the following activities can you perform as a
Note: There are 2 correct answers to this question.
A. Change the data source
B. Create a report view in a web browser
C. Assign the report to a work center
D. Add key figures and characteristics
Question 3
Which of the following prepackaged mashups exist for SAP Cloud for Customer? Note: There are 2 correct answers to this question.
A. Mindtouch
B. Whatsapp
C. Google maps
D. Hotmail
Question 4
Which of the following components of computer telephony integration (CTI) are delivered by SAP Cloud for Customer?
Note: There are 2 correct answers to this question.
A. CTI client adapter
B. Live activity pane
C. Service request creation
D. CTI client server
Question 5
You want to send automatic email responses to your customer when a service advisor is assigned to an incoming complaint The email responses should use your company branding template.
Which of the following steps must you perform in SAP Cloud for customer to achieve this workflow requirement?
Note: There are 2 correct answer to this question.
A. Define the rule type as an alert
B. Define a rule for the individual Customer business object
C. Define notification placeholders
D. Define a condition for the agent field
Solutions:
| Question 1 Answer: B,C | Question 2 Answer: A,C | Question 3 Answer: A,C | Question 4 Answer: A,B | Question 5 Answer: C,D |
