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SAP C_C4C14_1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Administrative Configuration | 8%-12% | - Approval processes - Business configuration activities |
| Organizational Management | 8%-12% | - Work distribution rules - Organizational structure setup |
| Service Contracts | 8%-12% | - Contract creation and assignment - Entitlement determination |
| Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
| Installed Base | <8% | - Use in service tickets |
| Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| Registered Products | <8% | - Use in service tickets |
| Service Request Management | 12%-16% | - Service level agreements (SLA) - Escalation and routing rules - Create and process service tickets |
| Integration | 8%-12% | - System integration best practices - Pre-packaged integration scenarios |
| User Management | 8%-12% | - Set up data access restrictions - Maintain employees, business roles and users |
| Warranty Management | <8% | - Warranty determination and processing |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. Which of the following tools can you use to restrict the business role level in SAP Cloud for Customer? Note:
There are 2 correct answer to this question.
A) Language adaption
B) Mush-ups
C) Page layouts
D) Code list restrictions
2. How do you enable use of the Resource Scheduler in SAP Cloud for Service?
A) Define time types in fine-tuning
B) Maintain a setting in the item processing types
C) Schedule mass release of assignments
D) Activate business configuration in scoping
3. How can you give a business user access to a work center view? Note: There are 2 correct answers to this question.
A) Create a business role that has access to the work center view and assign it to the business user
B) Assign the business user to the organizational structure.
C) Use business scoping to activate the work center containing the view
D) Copy the access right from a business user who already has access to the work center view
4. Which of the following prepackaged mashups exist for SAP Cloud for Customer? Note: There are 2 correct answers to this question.
A) Mindtouch
B) Whatsapp
C) Hotmail
D) Google maps
5. A user reports an incident. The administrator determines that this incident needs to be reviewed by SAP Support. What is the next step the administrator must perform in SAP Cloud for Customer?
A) Task over the incident
B) Forward the incident to the provider
C) Confirm the incident
D) Respond to the requestor
Solutions:
| Question # 1 Answer: C,D | Question # 2 Answer: D | Question # 3 Answer: A,D | Question # 4 Answer: A,D | Question # 5 Answer: C |
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