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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 |
| Exam Duration: | 180 minutes |
| Related Certifications: | SAP Certified Application Associate - SAP Sales Cloud 1811 SAP Cloud for Customer certifications |
| Certificate Validity Period: | Typically 12 months (SAP Cloud certifications are usually renewable annually, but this exam is retired) |
| Exam Format: | Multiple choice, Scenario-based questions |
| Available Languages: | English |
| Recommended Training: | SAP Service Cloud Version 2 Learning Journey SAP Service Cloud Training Overview |
| Exam Registration: | SAP Certification Portal |
| Sample Questions: | SAP C_C4C14_1811 Sample Questions |
| Exam Way: | Online proctored exam via SAP Certification platform or SAP Learning Hub |
| Pre Condition: | No formal prerequisites; SAP recommends basic knowledge of SAP Cloud for Customer and service processes. This exam is now retired (C_C4C14_1811 replaced by newer SAP Service Cloud certifications). |
| Official Syllabus URL: | https://learning.sap.com/certifications |
SAP C_C4C14_1811 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Reporting and Analytics | - Service Reporting
|
| Topic 2: Integration and Communication | - Integration Scenarios
|
| Topic 3: Service Processes | - Ticket and Case Management
|
| Topic 4: Master Data and Configuration | - System Configuration
|
| Topic 5: SAP Service Cloud Fundamentals | - Service Cloud Overview
|
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
Which of the following tools can you use to restrict the business role level in SAP Cloud for Customer? Note:
There are 2 correct answers to this question.
- A. Language Adaptation
- B. Page layouts
- C. Mash-ups
- D. Code list Restrictions
Correct Answer: B,D 🗳️
What can you do to give the business user access to the Territory Management work center?
- A. Create a new business role with the work center and assign it to the business user
- B. Assign the business user to a territory
- C. Assign the employee to the organizational structure
- D. Use business scoping for the authorization of Territory Management
Correct Answer: B 🗳️
You want to send automatic email responses to your customer when a service advisor is assigned to an incoming complaint The email responses should use your company branding template.
Which of the following steps must you perform in SAP Cloud for customer to achieve this workflow requirement?
Note: There are 2 correct answer to this question.
- A. Define the rule type as an alert
- B. Define a condition for the agent field
- C. Define notification placeholders
- D. Define a rule for the individual Customer business object
Correct Answer: B,C 🗳️
How can you maintain high data volumes in SAP Cloud for Customer? Note: There are 2 correct answers to this question.
- A. Use the Application and User Management work center to populate data
- B. Use a standard migration template to populate data
- C. Apply the Data Workbench to populate data
- D. Use a custom data migration template to populate data
Correct Answer: C,D 🗳️
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. Business Performance Management
- C. Communication for Customer Care
- D. Service Request Management
Correct Answer: D 🗳️
By Harley
