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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Warranty Management | <8% | - Warranty determination and processing |
| Topic 2: Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Topic 3: User Management | 8%-12% | - Set up data access restrictions - Maintain employees, business roles and users |
| Topic 4: Implementation Basics | 8%-12% | - SAP implementation methodologies - Solution configuration and fine-tuning |
| Topic 5: Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| Topic 6: Installed Base | <8% | - Use in service tickets |
| Topic 7: Registered Products | <8% | - Use in service tickets |
| Topic 8: Service Request Management | 12%-16% | - Create and process service tickets - Service level agreements (SLA) - Escalation and routing rules |
| Topic 9: Reporting and Analytics | 8%-12% | - Basic custom reporting - Standard reports and dashboards |
| Topic 10: Organizational Management | 8%-12% | - Organizational structure setup - Work distribution rules |
| Topic 11: Administrative Configuration | 8%-12% | - Approval processes - Business configuration activities |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. Which of the following data items are required to create a registered product? Note: There are 2 correct answers to this question.
A) Reference date
B) Serial ID
C) Customer
D) Warranty ID
2. Which of the following objects deliver a default approval process? Note: There are 2 correct answers to this question.
A) Account
B) Visit
C) Contract
D) Ticket
3. What do you use to restrict the completion of the main ticket when the related sub-tickets are still open?
A) Workflow rule
B) Code list restriction
C) Scoping option
D) Fine-tuning activities
4. When a user creates service tickets, what product type is supported for determining the warranty?
A) Entitlement product
B) Registered product
C) Individual product
D) List product
5. When a scheduling condition is evaluated for a maintenance plan, what entity is it based on?
A) Maintenance product quantity value
B) Maintenance product measurement reading
C) Maintenance item serial number
D) Maintenance item counter reading
Solutions:
| Question # 1 Answer: B,C | Question # 2 Answer: A,B | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: D |
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