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SAP C_C4C14_1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Installed Base | <8% | - Use in service tickets |
| Service Request Management | 12%-16% | - Create and process service tickets - Escalation and routing rules - Service level agreements (SLA) |
| Warranty Management | <8% | - Warranty determination and processing |
| Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
| Reporting and Analytics | 8%-12% | - Basic custom reporting - Standard reports and dashboards |
| Registered Products | <8% | - Use in service tickets |
| Organizational Management | 8%-12% | - Work distribution rules - Organizational structure setup |
| Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Administrative Configuration | 8%-12% | - Approval processes - Business configuration activities |
| Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. You need to define an automatic field update in a service ticket based on certain conditions. Which object do you use?
A) Notification
B) Approval
C) Workflow
D) Task
2. To which of the following can you assign a custom report to control its visibility? Note: There are 2 correct answers to this question.
A) Business role
B) User
C) Work Center
D) Access context
3. In order to update the status of multiple subtickets, what action does the agent perform?
A) Mass subticket completion
B) Mass subticket cancellation
C) Mass subticket creation
D) Mass subticket status update
4. Which data is synchronized bi-directionally between SAP Cloud for Customer and SAP CRM on premise?
A) Campaign
B) Activity
C) The Report
D) Maintenance plan
5. During scoping, you have selected the option to allow multiple territories per account. How does this impact the system behavior in the realignment of accounts and territories? Note: There are 2 correct answers to this question.
A) The Override Territory box is not available
B) The Define Exceptions step is disabled
C) Additional fields become available for territory determination
D) Access restrictions for territories are not available
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A,C | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: B,D |
