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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Integration | 8%-12% | - System integration best practices - Pre-packaged integration scenarios |
| Warranty Management | <8% | - Warranty determination and processing |
| Registered Products | <8% | - Use in service tickets |
| Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
| Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| Installed Base | <8% | - Use in service tickets |
| Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Organizational Management | 8%-12% | - Work distribution rules - Organizational structure setup |
| User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Service Request Management | 12%-16% | - Service level agreements (SLA) - Escalation and routing rules - Create and process service tickets |
| Implementation Basics | 8%-12% | - SAP implementation methodologies - Solution configuration and fine-tuning |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. Which field is used for sending a spare parts confirmations from a SAP Cloud for Customer work ticket to SAP ERP?
A) Actual quantity
B) Consumed quantity
C) Target quantity
D) Planned quantity
2. 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) Live activity pane
B) CTI client adapter
C) Service request creation
D) CTI client server
3. 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 questions.
A) Live activity pane
B) CTI client server
C) CTI Client adapter
D) CTI desktop client
4. Which of the following are data migration master data templates? Note: There are 3 correct answers to this question.
A) Discount list
B) Personal addresses and contacts
C) Account hierarchies
D) Business configuration
E) Campaigns
5. Who can approve time reports so they can be released to CATS?
A) End customer
B) Territory owner
C) Reporting line manager
D) Nominated delegate
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A,B | Question # 3 Answer: A,C | Question # 4 Answer: B,C,E | Question # 5 Answer: C |
