SAP Certified Application Associate - SAP Service Cloud 1811 : C_C4C14_1811

  • Exam Code: C_C4C14_1811
  • Exam Name: SAP Certified Application Associate - SAP Service Cloud 1811
  • Updated: Jul 27, 2026
  • Q&As: 155 Questions and Answers

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SAP C_C4C14_1811 Exam Syllabus Topics:

SectionObjectives
Topic 1: Service Processes- Ticket and Case Management
  • 1. Service ticket creation and processing
    • 2. Case handling and escalation
      - Service Order Processing
      • 1. Workflows and approvals
        • 2. Service request handling
          Topic 2: Master Data and Configuration- System Configuration
          • 1. Organizational structure setup
            • 2. Business roles and authorizations
              - Core Master Data
              • 1. Product and installed base management
                • 2. Accounts and contacts setup
                  Topic 3: Reporting and Analytics- Service Reporting
                  • 1. Analytics for service performance
                    • 2. Service KPIs and dashboards
                      Topic 4: Integration and Communication- Communication Channels
                      • 1. Email and interaction center configuration
                        • 2. Social and omnichannel communication
                          - Integration Scenarios
                          • 1. Integration with SAP Sales Cloud
                            • 2. Integration with SAP ERP and external systems
                              Topic 5: SAP Service Cloud Fundamentals- Service Cloud Overview
                              • 1. Architecture and positioning of SAP Service Cloud 1811
                                • 2. Key service processes and customer service lifecycle

                                  SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:

                                  1. Which functionality do you use to schedule a preventive service?

                                  A) Maintenace plan
                                  B) Work distribution rule
                                  C) Resource scheduler
                                  D) Visit planer


                                  2. When a valid warranty is NOT determined in a service ticket, what must be the uncovered incident category?

                                  A) Resolution category
                                  B) Cause category
                                  C) Product category
                                  D) Incident category


                                  3. Which of the following actions can you perform with the administration adaptation function when using silverlight? Note: There are 2 correct answers to this question.

                                  A) Create a code list restriction for standard and extension fields
                                  B) Assign a page layout to achieve dynamic user interfaces.
                                  C) Create an extension field and define its properties
                                  D) Enter default extension field values based on business logic


                                  4. Which field do you use when allowing resource planning of service ticket items?

                                  A) Demand relevant
                                  B) Scheduling relevant
                                  C) Resource relevant
                                  D) Dispatch relevant


                                  5. You are setting up the connection between SAP JAM and SAP Cloud for Customer. Where do you enable this integration?

                                  A) In General Settings under the Administrator work center
                                  B) In integration under the Business Configuration work center
                                  C) In Service and Social General Settings under the Administrator work center
                                  D) In Fine-Tuning under the Business Configuration work center


                                  Solutions:

                                  Question # 1
                                  Answer: A
                                  Question # 2
                                  Answer: B
                                  Question # 3
                                  Answer: A,C
                                  Question # 4
                                  Answer: B
                                  Question # 5
                                  Answer: D

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