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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
| Topic 2: User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Topic 3: Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| Topic 4: Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| Topic 5: Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Topic 6: Registered Products | <8% | - Use in service tickets |
| Topic 7: Installed Base | <8% | - Use in service tickets |
| Topic 8: Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
| Topic 9: Organizational Management | 8%-12% | - Work distribution rules - Organizational structure setup |
| Topic 10: Warranty Management | <8% | - Warranty determination and processing |
| Topic 11: Service Request Management | 12%-16% | - Service level agreements (SLA) - Create and process service tickets - Escalation and routing rules |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. In order to update the status of multiple subtickets, what action does the agent perform?
A) Mass subticket completion
B) Mass subticket creation
C) Mass subticket status update
D) Mass subticket cancellation
2. What can you use to control user privilages in SAP Cloud for Customer? Note: There are 3 correct answers to this question.
A) Business role
B) Business user
C) Business configuration
D) Code list restrictions
E) Work center view
3. What can you do to give the business user access to the Territory Management work center?
A) Create a new business role with the work center and assign it to the business user
B) Assign the business user to a territory
C) Use business scoping for the authorization of Territory Management
D) Assign the employee to the organizational structure
4. Which of the following functions can you perform using the Language Adaptation tool?
A) Translate work center and view labels
B) Translate all buttons
C) Translate notes entered by a user
D) Translate extension field labels
5. When would you implement the approval function in SAP Cloud for customer? Note: There are 2 correct answers to this question.
A) You want to define multiple review steps for the same business object.
B) You want to define multiple review processes for the same business object
C) You want another user to view a business object before it can be processed further.
D) You want the direct approver of a business object to be the reporting line manager.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B,C,D | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: B,C |
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