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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Implementation Basics | 8%-12% | - SAP implementation methodologies - Solution configuration and fine-tuning |
| Service Request Management | 12%-16% | - Create and process service tickets - Service level agreements (SLA) - Escalation and routing rules |
| Integration | 8%-12% | - System integration best practices - Pre-packaged integration scenarios |
| Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| Organizational Management | 8%-12% | - Work distribution rules - Organizational structure setup |
| Installed Base | <8% | - Use in service tickets |
| Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
| Service Contracts | 8%-12% | - Contract creation and assignment - Entitlement determination |
| User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Warranty Management | <8% | - Warranty determination and processing |
| Registered Products | <8% | - Use in service tickets |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. You release an invoicing-relevant item with processing type Part Consumption from Technician Stock from an SAP Cloud for Customer work ticket to SAP ERP Where are the quantity fields used? Note: There are 2 correct answers to this question.
A) The target quantity is used in the goods movement
B) The actual quantity is used in the goods movement
C) The actual quantity is used in the billing request item
D) The target quantity is used in the billing request item
2. When a user creates service ticket, what product type is supported for determining the warranty?
A) Individual product
B) Registered product
C) List product
D) Entitlement product
3. As an administrator, which of the following objects can you design in the Business Analytics work center in SAP Cloud for Customer? Note: There are 3 correct answers to this question.
A) Data sources
B) KP|S
C) Dashboards
D) Key figures
E) Scorecards
4. You need to define an automatic field update in a service ticket based on certain conditions. Which object do you use?
A) Task
B) Workflow
C) Notification
D) Approval
5. Which tool can be used to control the general availability of a work center in the user interface in SAP Cloud for Customer?
A) Configuration and User Management
B) Scoping
C) Activity List
D) Fine-Tuning
Solutions:
| Question # 1 Answer: B,C | Question # 2 Answer: A | Question # 3 Answer: A,B,C | Question # 4 Answer: B | Question # 5 Answer: B |






