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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| SAP Service Cloud Fundamentals | - Service Cloud Overview
|
| Master Data and Configuration | - System Configuration
|
| Reporting and Analytics | - Service Reporting
|
| Service Processes | - Ticket and Case Management
|
| Integration and Communication | - Communication Channels
|
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. Maintenance plan
B. Warranty information
C. Service entitlement
D. Pricing condition
Question 2
Which data is synchronized bidirectionally between SAP Cloud for customer and SAP CRM on premise?
A. Activity
B. Promotion
C. Campaign
D. Ticket
Question 3
Which of the following can you use to restrict the values of a dropdown list?
A. Access rights
B. Code list
C. Key user tool (KUT)
D. Page layout
Question 4
What is the correct sequence of steps for the automatic service level agreement (SLA) evaluation process when creating tickets?
A. 1. Determine Service Category
2. Analyze Incident Categories
3. Determine Key Dates
4. Determine SLA
B. 1. Determine Service Categories
2. Analyze incident categories
3. Determine SLA
4. Determine Key Dates
C. 1. Analyze Incident Categories
2. Determine Service Categories
3. Determine Key Dates
4. Determine SLA
D. 1. Analyze incident categories
2. Determine Service Categories
3. Determine SLA
4. Determine Key Dates
Question 5
Which of the following options need to be considered before you use the data migration templates? Note:
There are 3 correct answers to this question.
A. The template structure is predefined and CANNOT be changed
B. You do NOT need to know the definitions of each of the fields
C. There is a template available for each object that allows tool-supported migration
D. You can upload the data only once
E. For each object to be migrated, the CSV fields must be mapped to the fields in the system
Solutions:
| Question 1 Answer: A,B | Question 2 Answer: A | Question 3 Answer: B | Question 4 Answer: B | Question 5 Answer: A,B,D |
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