Exam Name: SAP Certified Application Associate - SAP Service Cloud 1811
Certification Provider: SAP
Corresponding Certification: SAP Certified Application Associate
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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Installed Base | <8% | - Use in service tickets |
| Topic 2: Registered Products | <8% | - Use in service tickets |
| Topic 3: Warranty Management | <8% | - Warranty determination and processing |
| Topic 4: Reporting and Analytics | 8%-12% | - Basic custom reporting - Standard reports and dashboards |
| Topic 5: Implementation Basics | 8%-12% | - SAP implementation methodologies - Solution configuration and fine-tuning |
| Topic 6: Administrative Configuration | 8%-12% | - Approval processes - Business configuration activities |
| Topic 7: Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| Topic 8: User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Topic 9: Service Request Management | 12%-16% | - Service level agreements (SLA) - Escalation and routing rules - Create and process service tickets |
| Topic 10: Organizational Management | 8%-12% | - Work distribution rules - Organizational structure setup |
| Topic 11: Service Contracts | 8%-12% | - Contract creation and assignment - Entitlement determination |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
Question 1
in which of the following ways can a service technician record and manage time? Note: There are 2 correct answers to this question.
A. Manually using service entry screen
B. Automatically using start / stop buttons
C. Manually using time entry screen
D. Automatically using background jobs
Question 2
Which data is synchronized bi-directionally between SAP Cloud for Customer and SAP CRM on premise?
A. The Report
B. Activity
C. Maintenance plan
D. Campaign
Question 3
What is the correct sequence of steps for the process when creating tickets?
A. 1. Analyze incident categories
2. Determine service categories
3. Determine SLA
4. Determine ket dates
B. 1. Analyze incident categories
2. Determine service categories
3. Determine ket dates
4. Determine SLA
C. 1. Determine service categories
2. Analyze incident categories
3. Determine ket dates
4. Determine SLA
cement (SLA) evaluation
D. 1. Determine service categories
2. Analyze incident categories
3. Determine SLA
4. Determine ket dates
Question 4
Which of the following are scenarios supported by SAP Cloud for Service? Note: There are 2 correct answers to this question.
A. Vendor management
B. Customer support
C. Partner channel management
D. Employee help desk
Question 5
A user is assigned two work centers that contain the same view. In the first work center.
the user has unrestricted read and write access. In the second work center, the user had read only access.
Which access rights does the user get for this view in both work centers?
A. Restricted read and write access
B. Unrestricted read and write access
C. Only restricted write access
D. Only unrestricted write access
Solutions:
| Question 1 Answer: B,D | Question 2 Answer: B | Question 3 Answer: A | Question 4 Answer: B,D | Question 5 Answer: B |
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