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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| Topic 2: Warranty Management | <8% | - Warranty determination and processing |
| Topic 3: Organizational Management | 8%-12% | - Organizational structure setup - Work distribution rules |
| Topic 4: Installed Base | <8% | - Use in service tickets |
| Topic 5: User Management | 8%-12% | - Set up data access restrictions - Maintain employees, business roles and users |
| Topic 6: Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
| Topic 7: Service Request Management | 12%-16% | - Escalation and routing rules - Service level agreements (SLA) - Create and process service tickets |
| Topic 8: Implementation Basics | 8%-12% | - SAP implementation methodologies - Solution configuration and fine-tuning |
| Topic 9: Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Topic 10: Registered Products | <8% | - Use in service tickets |
| Topic 11: Integration | 8%-12% | - System integration best practices - Pre-packaged integration scenarios |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
How do you restrict the completion of the main ticket when the related sub ticket are still open?
- A. By enabling scoping questions
- B. By creating workflowrule
- C. By Activating fine tuning activities
- D. By creating a user defined ticket status
Correct Answer: A 🗳️
Explanation: Only visible for Test4Cram members. You can sign-up / login (it's free).
Which of the following actions are supported by the e-mail communication channel? Note: There are 2 correct answers to this question.
- A. Create activities from inbound e-mails
- B. Broadcast e-mails to a group of individuals
- C. Create service tickets from inbound e-mails
- D. Route unkown sender e-mails to a common inbox
Correct Answer: C,D 🗳️
During scoping, you have selected the option to allow multiple territories per account. How does this impact the system behavior in the realignment of accounts and territories? Note: There are 2 correct answer to this question.
- A. The system uses the first rule that applies when making territory assignments.
- B. More than one set of territory rules become active.
- C. The define exceptions steps is disabled.
- D. Additional fields become available for territory determination.
Correct Answer: C,D 🗳️
When a user creates service ticket, what product type is supported for determining the warranty?
- A. Registered product
- B. List product
- C. Individual product
- D. Entitlement product
Correct Answer: C 🗳️
Which item types can you use in installed bases? Note: There are 3 correct answers to this question.
- A. Product .
- B. Registered product
- C. Text
- D. object
- E. Warranty
Correct Answer: A,B,C 🗳️
