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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Organizational Management | 8%-12% | - Work distribution rules - Organizational structure setup |
| Topic 2: Warranty Management | <8% | - Warranty determination and processing |
| Topic 3: Service Request Management | 12%-16% | - Escalation and routing rules - Create and process service tickets - Service level agreements (SLA) |
| Topic 4: Administrative Configuration | 8%-12% | - Approval processes - Business configuration activities |
| Topic 5: Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| Topic 6: Registered Products | <8% | - Use in service tickets |
| Topic 7: Installed Base | <8% | - Use in service tickets |
| Topic 8: Service Contracts | 8%-12% | - Contract creation and assignment - Entitlement determination |
| Topic 9: Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| Topic 10: User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Topic 11: Implementation Basics | 8%-12% | - SAP implementation methodologies - Solution configuration and fine-tuning |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. Who can approve time reports so they can be released to CATS?
A) Reporting line manager
B) End customer
C) Nominated delegate
D) Territory owner
2. When a user creates service tickets, what product type is supported for determining the warranty?
A) Individual product
B) Entitlement product
C) Registered product
D) List product
3. Your test tenants have been upgrade. Your production tenants will be upgrade in two weeks. Which activities should you NOT perform during these two weeks in the production tenant? Note: there are 2 correct answer to this question.
A) Request new tenants
B) Upload data using the Mass Data Maintenance Tool
C) Create Business Roles
D) Apply SDK solution
4. Which date type do you use when determining the start of the warranty?
A) Creation date
B) Due date
C) Reference date
D) Requested date
5. 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) Add key figures and characteristics
B) Create a report view in a web browser
C) Change the data source
D) Assign the report to a work center
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: A,D | Question # 4 Answer: C | Question # 5 Answer: C,D |
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