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SAP C_C4C14_1811 Exam Syllabus Topics:

SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:

1. What activities do you perform in the administrator work center to enable a new social media channel? There are 3 correct answers to this question.

A) Set up access to social media account
B) Set up ticket routing for the social media channel
C) Select the channel type
D) Create and schedule social media import run
E) Set up service level determination for the social media channel

2. 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

3. 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

4. What is the correct sequence of steps for the automatic service level agreement (SLA) evaluation process when creating tickets?

A) 1. Determine Service Categories
2. Analyze incident categories
3. Determine SLA
4. Determine Key Dates
B) 1. Analyze Incident Categories
2. Determine Service Categories
3. Determine Key Dates
4. Determine SLA
C) 1. Analyze incident categories
2. Determine Service Categories
3. Determine SLA
4. Determine Key Dates
D) 1. Determine Service Category
2. Analyze Incident Categories
3. Determine Key Dates
4. Determine SLA

5. 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) Internal order
B) Billing request
C) Service order
D) Purchase order
E) Good issue

Solutions: