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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Registered Products | <8% | - Use in service tickets |
| Topic 2: Reporting and Analytics | 8%-12% | - Basic custom reporting - Standard reports and dashboards |
| Topic 3: Warranty Management | <8% | - Warranty determination and processing |
| Topic 4: Service Request Management | 12%-16% | - Escalation and routing rules - Create and process service tickets - Service level agreements (SLA) |
| Topic 5: Installed Base | <8% | - Use in service tickets |
| Topic 6: Organizational Management | 8%-12% | - Work distribution rules - Organizational structure setup |
| Topic 7: Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Topic 8: Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
| Topic 9: User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Topic 10: Integration | 8%-12% | - System integration best practices - Pre-packaged integration scenarios |
| Topic 11: Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. Which of the following objects are used as collectors when you release work tickets from SAP Cloud for customer to SAP ERP?
Note: there are 2 correct answers to this questions.
A) Internal order
B) Contract
C) Debit memo request
D) Sales order
2. Which of the following are initial tasks required to configure SAP Cloud for Customer? Note: There are 2 correct answers to this question.
A) Define business roles
B) Define the organizational structure
C) Execute data migration
D) Set up scoping
3. In what facet can you maintain counter readings?
A) Maintenance Plan
B) Contracts
C) Items
D) Measurements
4. In which of the following ways can a service technician record and manage actual work? Note: There are 2 correct answers to this question.
A) Manually using the service entry screen
B) Automatically on creation of a time report
C) Automatically using start/stop buttons
D) Manually using the time entry screen
5. Which of the following data items are required to create a registered product? Note: There are 2 correct answers to this question.
A) Warranty ID
B) Serial ID
C) Reference date
D) Customer
Solutions:
| Question # 1 Answer: C,D | Question # 2 Answer: A,D | Question # 3 Answer: A | Question # 4 Answer: B,C | Question # 5 Answer: B,D |



