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SAP C_C4C14_1811 Exam Syllabus Topics:

Section	Weight	Objectives
Service Contracts	8%-12%	- Entitlement determination - Contract creation and assignment
Administrative Configuration	8%-12%	- Approval processes - Business configuration activities
Installed Base	<8%	- Use in service tickets
Registered Products	<8%	- Use in service tickets
User Management	8%-12%	- Set up data access restrictions - Maintain employees, business roles and users
Integration	8%-12%	- System integration best practices - Pre-packaged integration scenarios
Implementation Basics	8%-12%	- Solution configuration and fine-tuning - SAP implementation methodologies
Warranty Management	<8%	- Warranty determination and processing
Service Request Management	12%-16%	- Create and process service tickets - Escalation and routing rules - Service level agreements (SLA)
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:

Question 1

What information is determinated from the registered product in a service ticket? Note: there are 2 correct answer to this question.

A. Warranty information
B. Maintenance plan
C. Pricing condition
D. Service entitlement

Question 2

Which of the following functions can you perform using the language adaptation tool?

A. Translate notes entered by a user
B. translate action buttons
C. Translate work center and view labels
D. Translate extension field labels

Question 3

What information is required to automatically schedule a maintenance plan? Note: There are 3 correct answers to this question.

A. Ticket category
B. Schedule condition
C. MDRO run
D. Service team
E. Measurement attributes

Question 4

What is the difference between a business user and employee? Note: There are 2 correct answers to this question.

A. Business users can be assigned access right and business roles: employees cannot
B. Employee need to be assigned directly to the organizational structure; business users must not
C. Employee can be assigned access rights and business roles; business user cannot
D. Business users can be created using the data migration template: employee cannot

Question 5

How can you give a business user access to a work center view? Note: There are 2 correct answers to this question.

A. Copy the access right from a business user who already has access to the work center view
B. Use business scoping to activate the work center containing the view
C. Create a business role that has access to the work center view and assign it to the business user
D. Assign the business user to the organizational structure.

Solutions:

Question 1
Answer: A,B

Question 2
Answer: B

Question 3
Answer: B,C,E

Question 4
Answer: A,B

Question 5
Answer: A,C