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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Request Management | 12%-16% | - Escalation and routing rules - Create and process service tickets - Service level agreements (SLA) |
| Topic 2: Warranty Management | <8% | - Warranty determination and processing |
| Topic 3: Administrative Configuration | 8%-12% | - Approval processes - Business configuration activities |
| Topic 4: Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
| Topic 5: Organizational Management | 8%-12% | - Organizational structure setup - Work distribution rules |
| Topic 6: Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Topic 7: Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| Topic 8: Integration | 8%-12% | - System integration best practices - Pre-packaged integration scenarios |
| Topic 9: User Management | 8%-12% | - Set up data access restrictions - Maintain employees, business roles and users |
| Topic 10: Installed Base | <8% | - Use in service tickets |
| Topic 11: Registered Products | <8% | - Use in service tickets |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. What date type is used in a Date Profile to determine the start of the warranty?
A) Due date
B) Requested date
C) Creation date
D) Reference date
2. You are setting up the connection between SAP JAM and SAP Cloud for Customer. Where do you enable this integration?
A) In General Settings under the Administrator work center
B) In integration under the Business Configuration work center
C) In Service and Social General Settings under the Administrator work center
D) In Fine-Tuning under the Business Configuration work center
3. 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) Respond to the requester
B) Forward the incident to the provider
C) Take over the incident
D) Create a service request with SAP Support
4. Which actions can you perform when you maintain organizational work distribution rules? Note: There are 2 correct answers to this question.
A) Copy
B) Upload
C) Download
D) Delete
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) Customer
C) Serial ID
D) Reference date
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: B,C | Question # 5 Answer: B,C |
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