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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 |
| Available Languages: | English |
| Exam Price: | $549 USD |
| Exam Format: | Multiple Choice, Multiple Response |
| Passing Score: | 63% |
| Certificate Validity Period: | Retired, no longer active; standard SAP associate validity 2 years when active |
| Related Certifications: | SAP Certified Application Associate - SAP Cloud for Customer |
| Real Exam Qty: | 80 |
| Exam Duration: | 180 minutes |
| Recommended Training: | SAP Service Cloud Implementation Training SAP Official Learning Journey |
| 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 |
|---|---|---|
| Registered Products | <8% | - Use in service tickets |
| Reporting and Analytics | 8%-12% | - Basic custom reporting - Standard reports and dashboards |
| Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
| Warranty Management | <8% | - Warranty determination and processing |
| Installed Base | <8% | - Use in service tickets |
| User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Administrative Configuration | 8%-12% | - Approval processes - Business configuration activities |
| Integration | 8%-12% | - System integration best practices - Pre-packaged integration scenarios |
| Service Contracts | 8%-12% | - Contract creation and assignment - Entitlement determination |
| Service Request Management | 12%-16% | - Create and process service tickets - Escalation and routing rules - Service level agreements (SLA) |
| Organizational Management | 8%-12% | - Organizational structure setup - Work distribution rules |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. What can you create using a workflow?
A) Phone call
B) Task
C) Activity list
D) Appointment
2. To which of the following entities must you assign the phone call work center view to access the live activity pane for computer telephony integration (CTI)?
Note: There are 2 correct answers to this question.
Note: There are 2 correct answers to this question.
A) Business role
B) Employee
C) Business user
D) Organizational unit
3. What is the difference between a business user and employee? Note: There are 2 correct answers to this question.
A) Employee can be assigned access rights and business roles; business user cannot
B) Employee need to be assigned directly to the organizational structure; business users must not
C) Business users can be assigned access right and business roles: employees cannot
D) Business users can be created using the data migration template: employee cannot
4. To which of the following can you assign a custom report to control its visibility? Note: There are 2 correct answers to this question.
A) Access context
B) Business role
C) User
D) Work Center
5. What information is required to automatically schedule a maintenance plan? Note: There are 3 correct answers to this question.
A) Schedule condition
B) Measurement attributes
C) MDRO run
D) Ticket category
E) Service team
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A,D | Question # 3 Answer: B,C | Question # 4 Answer: B,D | Question # 5 Answer: A,B,C |
By Horace
