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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Topic 2: Reporting and Analytics | 8%-12% | - Basic custom reporting - Standard reports and dashboards |
| Topic 3: User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Topic 4: Organizational Management | 8%-12% | - Work distribution rules - Organizational structure setup |
| Topic 5: Warranty Management | <8% | - Warranty determination and processing |
| Topic 6: Registered Products | <8% | - Use in service tickets |
| Topic 7: Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| Topic 8: Installed Base | <8% | - Use in service tickets |
| Topic 9: Administrative Configuration | 8%-12% | - Approval processes - Business configuration activities |
| Topic 10: Service Request Management | 12%-16% | - Escalation and routing rules - Service level agreements (SLA) - Create and process service tickets |
| Topic 11: Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. Which of the following object can be created in SAP ERP when a work ticket from SAP Cloud for Customer is released to SAP ERP?
Note: There are 3 correct answers to this question.
A) Good issue
B) Service order
C) Internal order
D) Purchase order
E) Billing request
2. Which of the following functions are provided by the SAP add-in for Microsoft Excel? Note: There are 2 correct answers to this question.
A) Publish microsoft Excel workbooks to Microsoft Sharepoint from SAP Cloud for Customer
B) Upload Microsoft Excel workbooks to SAP Cloud for Customer
C) Insert SAP Cloud for Customer reports into Microsoft Excel spreadsheets
D) Upload to Microsoft Outlook add-in from Microsoft Excel add-in
3. Which field is used for sending a spare parts confirmations from a SAP Cloud for Customer work ticket to SAP ERP?
A) Planned quantity
B) Consumed quantity
C) Actual quantity
D) Target quantity
4. Which field identifies a ticket as relevant for a field service scenario?
A) Organization
B) Leverage indicators
C) Processing Type
D) Requires Work
5. How can I maintain high data volumes is sap cloud for customers? Note: there are 2 correct answers to this question.
A) Use mass data maintenance to download and upload data
B) Use a custom data migration template to populate data
C) Use a standard data migration template to populate data
D) Use mass data maintenance to correct data directly
Solutions:
| Question # 1 Answer: A,D,E | Question # 2 Answer: B,C | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: C,D |
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