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SAP C_C4C14_1811 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Integration and Communication | - Integration Scenarios
|
| Topic 2: Service Processes | - Ticket and Case Management
|
| Topic 3: Master Data and Configuration | - Core Master Data
|
| Topic 4: SAP Service Cloud Fundamentals | - Service Cloud Overview
|
| Topic 5: Reporting and Analytics | - Service Reporting
|
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
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
Correct Answer: A,C,D 🗳️
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 🗳️
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 🗳️
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
Correct Answer: A 🗳️
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
Correct Answer: B,D,E 🗳️
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