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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Organizational Management | 8%-12% | - Organizational structure setup - Work distribution rules |
| Topic 2: Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
| Topic 3: Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
| Topic 4: Reporting and Analytics | 8%-12% | - Basic custom reporting - Standard reports and dashboards |
| Topic 5: Installed Base | <8% | - Use in service tickets |
| Topic 6: Service Contracts | 8%-12% | - Contract creation and assignment - Entitlement determination |
| Topic 7: User Management | 8%-12% | - Set up data access restrictions - Maintain employees, business roles and users |
| Topic 8: Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| Topic 9: Registered Products | <8% | - Use in service tickets |
| Topic 10: Warranty Management | <8% | - Warranty determination and processing |
| Topic 11: Service Request Management | 12%-16% | - Service level agreements (SLA) - Create and process service tickets - Escalation and routing rules |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. How does the integration of SAP JAM with SAP Cloud for Customer benefit service agents? Note: There are
2 correct answers to this question.
A) They can view Knowledge Base group updates in the Feed pane
B) They can edit Knowledge Base articles in the agent workspace
C) They can create a ticket directly from SAP JAM
D) They can attach Knowledge Base articles to tickets
2. You need to configure an automated email response to your customer when a service technician is assigned to a ticket. Which actions do you perform is SAP Cloud for Customer? Note: There are 2 correct answer to this question.
A) Configure email channels
B) Define an approval process
C) Set up notification of delegates
D) Build a workflow
3. How can you prevent users from adding an installed base within a ticket?
A) Keep the installed base status as in Preparation
B) Use an action to block the installed base if it is active
C) Add a new inactive item to the structure of the installed base
D) Download the installed base for offline editing
4. You create a ticket and the 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
5. What are service agents used for when setting up an SAP Cloud for Customer system? Note: There are 2 correct answers to this questions.
A) To create business users
B) To scope the system
C) To restore system default settings
D) To assign accounts to business users
Solutions:
| Question # 1 Answer: A,B | Question # 2 Answer: B,C | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: A,B |
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