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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Warranty Management | <8% | - Warranty determination and processing |
| Service Request Management | 12%-16% | - Create and process service tickets - Service level agreements (SLA) - Escalation and routing rules |
| User Management | 8%-12% | - Set up data access restrictions - Maintain employees, business roles and users |
| Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
| Installed Base | <8% | - Use in service tickets |
| Service Contracts | 8%-12% | - Contract creation and assignment - Entitlement determination |
| Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
| Registered Products | <8% | - Use in service tickets |
| Integration | 8%-12% | - System integration best practices - Pre-packaged integration scenarios |
| Reporting and Analytics | 8%-12% | - Basic custom reporting - Standard reports and dashboards |
| Organizational Management | 8%-12% | - Work distribution rules - Organizational structure setup |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. From which of the following lists do you add products to the maintenance items?
A) Product categories
B) Registered products
C) Products from related tickets
D) Product list
2. Which information is updated after the SAP Cloud for Customer contract has been successfully replicated to SAP ERP?
Note: There are 3 correct answers to this question.
A) Pricing status
B) External ID
C) Invoicing status
D) Total price
E) Transfer status
3. What is the correct sequence of steps for the process when creating tickets?
A) 1. Determine service categories
2. Analyze incident categories
3. Determine SLA
4. Determine ket dates
B) 1. Analyze incident categories
2. Determine service categories
3. Determine ket dates
4. Determine SLA
C) 1. Determine service categories
2. Analyze incident categories
3. Determine ket dates
4. Determine SLA
cement (SLA) evaluation
D) 1. Analyze incident categories
2. Determine service categories
3. Determine SLA
4. Determine ket dates
4. Which object is used for representing work tickets from SAP cloud for customer in SAP Multi Resource Scheduling?
A) Demand
B) Debit memo request
C) Internal order
D) Service order
5. Which item types can you use in installed bases? Note: There are 3 correct answers to this question.
A) Text
B) Warranty
C) object
D) Registered product
E) Product .
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A,C,E | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: A,D,E |
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