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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Warranty Management | <8% | - Warranty determination and processing |
| Topic 2: Service Contracts | 8%-12% | - Contract creation and assignment - Entitlement determination |
| Topic 3: Administrative Configuration | 8%-12% | - Approval processes - Business configuration activities |
| Topic 4: Registered Products | <8% | - Use in service tickets |
| Topic 5: Integration | 8%-12% | - System integration best practices - Pre-packaged integration scenarios |
| Topic 6: User Management | 8%-12% | - Set up data access restrictions - Maintain employees, business roles and users |
| Topic 7: Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
| Topic 8: Installed Base | <8% | - Use in service tickets |
| Topic 9: Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| Topic 10: Organizational Management | 8%-12% | - Organizational structure setup - Work distribution rules |
| Topic 11: Service Request Management | 12%-16% | - Create and process service tickets - Service level agreements (SLA) - Escalation and routing rules |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
Which of the following options need to be considered before you use the data migration templates? Note:
There are 3 correct answers to this question.
- A. You do NOT need to know the definitions of each of the fields
- B. The template structure is predefined and CANNOT be changed
- C. There is a template available for each object that allows tool-supported migration
- D. You can upload the data only once
- E. For each object to be migrated, the CSV fields must be mapped to the fields in the system
Correct Answer: A,B,D 🗳️
To which of the following entities must you assign the Phone call work center view to access the live activity pane for computer telephony integration (CTI)? Note: There are 2 correct answers to this question.
- A. Business role
- B. Employee
- C. Organizational unit
- D. Business user
Correct Answer: A,B 🗳️
When a user creates service tickets, what product type is supported for determining the warranty?
- A. Individual product
- B. List product
- C. Registered product
- D. Entitlement product
Correct Answer: C 🗳️
Which of the following element from Customer Care do you select to enable SAP JAM as a knowledge base in SAP Cloud for Customer?
- A. Service Request Management
- B. Service and Repair
- C. Business Performance Management
- D. Communication for Customer Care
Correct Answer: A 🗳️
In order to update the status of multiple subtickets, what action does the agent perform?
- A. Mass subticket status update
- B. Mass subticket creation
- C. Mass subticket completion
- D. Mass subticket cancellation
Correct Answer: A 🗳️
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