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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Reporting and Analytics | 8%-12% | - Basic custom reporting - Standard reports and dashboards |
| Integration | 8%-12% | - System integration best practices - Pre-packaged integration scenarios |
| Registered Products | <8% | - Use in service tickets |
| Administrative Configuration | 8%-12% | - Approval processes - Business configuration activities |
| Service Request Management | 12%-16% | - Service level agreements (SLA) - Create and process service tickets - Escalation and routing rules |
| Warranty Management | <8% | - Warranty determination and processing |
| Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
| Service Contracts | 8%-12% | - Contract creation and assignment - Entitlement determination |
| Organizational Management | 8%-12% | - Organizational structure setup - Work distribution rules |
| Installed Base | <8% | - Use in service tickets |
| User Management | 8%-12% | - Set up data access restrictions - Maintain employees, business roles and users |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. In which of the following ways can a service technician record and manage actual work? Note: There are 2 correct answers to this question.
A) Automatically using start/stop buttons
B) Manually using the time entry screen
C) Manually using the service entry screen
D) Automatically on creation of a time report
2. Which of the following functions are provide by the SAP add in for micros of excel? Note: There are 2 correct answer to this question.
A) Upload Microsoft excel worksbook to SAP Cloud for Customer
B) Share SAP Cloud for Customer report data using Object Linking and Embedding (OLE)
C) Insert SAP Cloud for Customer reports into Microsoft Excel spreadsheets
D) Publish Microsoft Excel workbooks to the Microsoft sharepoint from SAP Cloud for Customer
3. Which of the following platform can you integrate out of the box with SAP Cloud for Customer? Note: There are 2 correct answers to this question.
A) Google Docs
B) Microsoft SharePoint
C) MindTouch
D) SAP Jam
4. What information is required to automatically schedule a maintenance plan? Note: There are 3 correct answers to this question.
A) Measurement attributes
B) Schedule condition
C) Ticket category
D) Service team
E) MDRO run
5. How do you maintain a service catalog after you have released it?
A) You delete the current catalog and create a new catalog
B) You update the structure of the current catalog
C) You create a new version of the current catalog
D) You change the usage of the current catalog
Solutions:
| Question # 1 Answer: A,D | Question # 2 Answer: A,D | Question # 3 Answer: C,D | Question # 4 Answer: A,B,E | Question # 5 Answer: C |
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