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SAP C_C4C14_1811 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| SAP Service Cloud Fundamentals | - Service Cloud Overview
|
| Reporting and Analytics | - Service Reporting
|
| Integration and Communication | - Communication Channels
|
| Master Data and Configuration | - System Configuration
|
| Service Processes | - Ticket and Case Management
|
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. How do you maintain a service catalog after you have released it?
A) You change the usage of the current catalog
B) You create a new version of the current catalog
C) You delete the current catalog and create a new catalog
D) You update the structure of the current catalog
2. Which of the following components of computer telephony integration (CTI) are delivered by SAP Cloud for Customer?
Note: There are 2 correct answers to this question.
A) CTI client adapter
B) CTI client server
C) Service request creation
D) Live activity pane
3. Where can you consume spare parts in SAP ERP for use in an SAP Cloud for Customer work ticket integration scenario?
Note: There are 2 correct answers to this question.
A) Locked stock
B) Plant stock
C) Special stock
D) Consignment stock
4. Which of the following element from Customer Care do you select to enable SAP JAM as a knowledge base in SAP Cloud for Customer?
A) Service and Repair
B) Communication for Customer Care
C) Business Performance Management
D) Service Request Management
5. 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) Service entitlement
C) Pricing condition
D) Maintenance plan
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A,D | Question # 3 Answer: B,D | Question # 4 Answer: D | Question # 5 Answer: A,D |
