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SAP C_C4C14_1811 Exam Overview:
| Certification Vendor: | SAP |
| Exam Name: | SAP Certified Application Associate - SAP Service Cloud 1811 |
| Exam Number: | C_C4C14_1811 |
| Exam Duration: | 180 minutes |
| Certificate Validity Period: | Retired, no longer active; standard SAP associate validity 2 years when active |
| Available Languages: | English |
| Exam Price: | $549 USD |
| Related Certifications: | SAP Certified Application Associate - SAP Cloud for Customer |
| Real Exam Qty: | 80 |
| Passing Score: | 63% |
| Exam Format: | Multiple Choice, Multiple Response |
| Recommended Training: | SAP Official Learning Journey SAP Service Cloud Implementation Training |
| Exam Registration: | SAP Training Shop Pearson VUE |
| Sample Questions: | SAP C_C4C14_1811 Sample Questions |
| Exam Way: | Online proctored or at authorized Pearson VUE test centers |
| Pre Condition: | Basic knowledge of SAP Service Cloud / Cloud for Customer; practical project experience recommended; no mandatory prerequisite exams |
| Official Syllabus URL: | https://training.sap.com/certification/c_c4c14_1811-sap-certified-application-associate--sap-service-cloud-1811-g/ |
SAP C_C4C14_1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
| Topic 2: Registered Products | <8% | - Use in service tickets |
| Topic 3: Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| Topic 4: Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| Topic 5: Service Request Management | 12%-16% | - Escalation and routing rules - Service level agreements (SLA) - Create and process service tickets |
| Topic 6: Service Contracts | 8%-12% | - Contract creation and assignment - Entitlement determination |
| Topic 7: Installed Base | <8% | - Use in service tickets |
| Topic 8: Warranty Management | <8% | - Warranty determination and processing |
| Topic 9: Organizational Management | 8%-12% | - Organizational structure setup - Work distribution rules |
| Topic 10: Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
| Topic 11: User Management | 8%-12% | - Set up data access restrictions - Maintain employees, business roles and users |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. You release an invoicing-relevant item with processing type Part Consumption from Technician Stock from an SAP Cloud for Customer work ticket to SAP ERP Where are the quantity fields used? Note: There are 2 correct answers to this question.
A) The actual quantity is used in the billing request item
B) The target quantity is used in the goods movement
C) The target quantity is used in the billing request item
D) The actual quantity is used in the goods movement
2. Which of the following are scenarios supported by SAP Cloud for Service? Note: There are 2 correct answers to this question.
A) Partner channel management
B) Customer support
C) Employee help desk
D) Vendor management
3. Which scoping element from customer care do you select to enable SAP JAM as a Knowledge Base in SAP Cloud for Customer?
A) Knowledge Base
B) Service request management
C) Service an repair
D) Communication for customer care
4. What can you use to control use privileges in Sap Cloud for Customer Note: There are 3 correct answers to this question.
A) Code list restriction
B) Approval process
C) Business role
D) Business configuration
E) Work center view
5. As an administrator, which of the following objects can you design in the Business Analytics work center in SAP Cloud for Customer? Note: There are 3 correct answers to this question.
A) Data sources
B) KP|S
C) Scorecards
D) Dashboards
E) Key figures
Solutions:
| Question # 1 Answer: A,D | Question # 2 Answer: B,C | Question # 3 Answer: A | Question # 4 Answer: A,C,E | Question # 5 Answer: A,B,D |
By Murphy
