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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Installed Base | <8% | - Use in service tickets |
| Warranty Management | <8% | - Warranty determination and processing |
| Administrative Configuration | 8%-12% | - Approval processes - Business configuration activities |
| Organizational Management | 8%-12% | - Organizational structure setup - Work distribution rules |
| Service Request Management | 12%-16% | - Service level agreements (SLA) - Create and process service tickets - Escalation and routing rules |
| Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| User Management | 8%-12% | - Set up data access restrictions - Maintain employees, business roles and users |
| Registered Products | <8% | - Use in service tickets |
| Integration | 8%-12% | - System integration best practices - Pre-packaged integration scenarios |
| Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
When a user creates service ticket, what product type is supported for determining the warranty?
- A. Individual product
- B. Registered product
- C. List product
- D. Entitlement product
Correct Answer: A 🗳️
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 answer to this question.
- A. Additional fields become available for territory determination.
- B. The system uses the first rule that applies when making territory assignments.
- C. More than one set of territory rules become active.
- D. The define exceptions steps is disabled.
Correct Answer: A,D 🗳️
You create a custom report
Which of the following activities can you perform as a
Note: There are 2 correct answers to this question.
- A. Create a report view in a web browser
- B. Change the data source
- C. Add key figures and characteristics
- D. Assign the report to a work center
Correct Answer: B,D 🗳️
Which of the following objects can you integrate with SAP CRM? Note: There are 3 correct answers to this question.
- A. Service requests
- B. Opportunities
- C. Social media profiles
- D. Vendors
- E. Van stock
Correct Answer: A,C,D 🗳️
Which tool can be used to control the general availability of a work center in the user interface in SAP Cloud for Customer?
- A. Configuration and User Management
- B. Scoping
- C. Activity List
- D. Fine-Tuning
Correct Answer: B 🗳️
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