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SAP C_C4C14_1811 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Processes | - Ticket and Case Management
|
| Topic 2: Integration and Communication | - Integration Scenarios
|
| Topic 3: Master Data and Configuration | - Core Master Data
|
| Topic 4: SAP Service Cloud Fundamentals | - Service Cloud Overview
|
| Topic 5: Reporting and Analytics | - Service Reporting
|
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
Which of the following tasks can you perform using the fine-tuning activity for service processing? Note:
There are 2 correct answers to this question.
- A. Create or delete custom channels
- B. Disable the profanity check for outbound responses
- C. Manage business tasks for employee support
- D. Assign tickets to the last processor
Correct Answer: B,C 🗳️
Which of the following data items are required to create a registered product? Note: There are 2 correct answers to this question.
- A. Warranty ID
- B. Customer
- C. Reference date
- D. Serial ID
Correct Answer: C,D 🗳️
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 server
- B. Live activity pane
- C. Service request creation
- D. CTI client adapter
Correct Answer: B,D 🗳️
When a user creates service tickets, what product type is supported for determining the warranty?
- A. List product
- B. Registered product
- C. Entitlement product
- D. Individual product
Correct Answer: B 🗳️
A user reports an incident. The administrator determines that this incident needs to be reviewed by SAP Support. What is the next step the administrator must perform in SAP Cloud for Customer?
- A. Confirm the incident
- B. Respond to the requestor
- C. Task over the incident
- D. Forward the incident to the provider
Correct Answer: A 🗳️
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