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SAP C-C4C14-1811 Exam Syllabus Topics:

Section	Objectives
Topic 1: Integration and Communication	- Communication Channels 1. Email and interaction center configuration 2. Social and omnichannel communication - Integration Scenarios 1. Integration with SAP ERP and external systems 2. Integration with SAP Sales Cloud
Topic 2: Reporting and Analytics	- Service Reporting 1. Analytics for service performance 2. Service KPIs and dashboards
Topic 3: Master Data and Configuration	- Core Master Data 1. Accounts and contacts setup 2. Product and installed base management - System Configuration 1. Organizational structure setup 2. Business roles and authorizations
Topic 4: Service Processes	- Service Order Processing 1. Service request handling 2. Workflows and approvals - Ticket and Case Management 1. Case handling and escalation 2. Service ticket creation and processing
Topic 5: SAP Service Cloud Fundamentals	- Service Cloud Overview 1. Key service processes and customer service lifecycle 2. Architecture and positioning of SAP Service Cloud 1811

SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:

Question 1

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. Disable the profanity check for outbound responses
B. Create or delete custom channels
C. Manage business tasks for employee support
D. Assign tickets to the last processor

Question 2

Which of the following are supported as part of the packaged integration capabilities when connecting SAP Cloud for Customer with CRM?
Note: there are 3 correct answers to this question.

A. Service requests
B. Currency conversion rates
C. Opportunities
D. Recent orders
E. Social media profiles

Question 3

Which data is synchronized bi-directionally between SAP Cloud for Customer and SAP CRM on premise?

A. Activity
B. Maintenance plan
C. Campaign
D. The Report

Question 4

A user is assigned two work centers that contain the same view. In the first work center.
the user has unrestricted read and write access. In the second work center, the user had read only access.
Which access rights does the user get for this view in both work centers?

A. Only unrestricted write access
B. Only restricted write access
C. Unrestricted read and write access
D. Restricted read and write access

Question 5

What can you use to control user privilages in SAP Cloud for Customer? Note: There are 3 correct answers to this question.

A. Work center view
B. Business user
C. Code list restrictions
D. Business configuration
E. Business role

Solutions:

Question 1
Answer: A,C

Question 2
Answer: B,D,E

Question 3
Answer: A

Question 4
Answer: C

Question 5
Answer: B,C,D