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SAP C_C4C14_1811 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Reporting and Analytics | - Service Reporting
|
| Topic 2: Integration and Communication | - Communication Channels
|
| Topic 3: SAP Service Cloud Fundamentals | - Service Cloud Overview
|
| Topic 4: Master Data and Configuration | - Core Master Data
|
| Topic 5: Service Processes | - Ticket and Case Management
|
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
You want to trigger additional service activities for a registered product regularly if a specific measurement reading threshold is reached. What type of maintenance plan should you create?
- A. Cyclical
- B. Fixed
- C. Absolute
- D. Alternating
Correct Answer: C 🗳️
How would the integration of SAP JAM with SAP Cloud for Customer benefits service agents? Note: There are 2 correct answer to this question.
- A. They can view Knowledge Base group updates in the Feed pane
- B. They can attach Knowledge Base articles to tickets
- C. They can edit Knowledge Base articles in the agent workspace
- D. They can navigate to SAP JAM to search for Knowledge Base articles
Correct Answer: A,D 🗳️
You need to configure an automated email response to your customer when a service technician is assigned to a ticket. Which actions do you perform is SAP Cloud for Customer? Note: There are 2 correct answer to this question.
- A. Configure email channels
- B. Define an approval process
- C. Set up notification of delegates
- D. Build a workflow
Correct Answer: B,C 🗳️
What are service agents used for when setting up an SAP Cloud for Customer system? Note: There are 2 correct answers to this question.
- A. To assign accounts to business users
- B. To scope the system
- C. To restore system default settings
- D. To create business users
Correct Answer: B,C 🗳️
Which of the following involved parties are supported by default for the installed base and installed base items?
Note: There are 3 correct answers to this question.
- A. Sales Employee
- B. Employee responsible
- C. Customer
- D. Service Technician team
- E. Territory manager
Correct Answer: B,C,D 🗳️
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