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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Processes | - Service Order Processing
|
| SAP Service Cloud Fundamentals | - Service Cloud Overview
|
| Integration and Communication | - Integration Scenarios
|
| Reporting and Analytics | - Service Reporting
|
| Master Data and Configuration | - Core Master Data
|
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
Who can approve time reports so they can be released to CATS?
- A. Territory owner
- B. End customer
- C. Nominated delegate
- D. Reporting line manager
Correct Answer: D 🗳️
You enable e-mail integration with SAP Cloud for Customer service request management. Which types of customers are supported for the email channels? Note: There are 2 correct answers to this question.
- A. Individual customers
- B. Accounts
- C. Parents
- D. Competitors
Correct Answer: A,B 🗳️
What activities do you perform in the administrator work center to enable a new social media channel? There are 3 correct answers to this question.
- A. Set up access to social media account
- B. Select the channel type
- C. Create and schedule social media import run
- D. Set up ticket routing for the social media channel
- E. Set up service level determination for the social media channel
Correct Answer: A,B,C 🗳️
How do you prepare a ticket distribution rule in SAP Cloud Service?
- A. Create an assignment release run
- B. Set up Live Activity configuration
- C. Define a routing rule
- D. Maintain an activity plan
Correct Answer: C 🗳️
in which of the following ways can a service technician record and manage time? Note: There are 2 correct answers to this question.
- A. Automatically using background jobs
- B. Manually using time entry screen
- C. Manually using service entry screen
- D. Automatically using start / stop buttons
Correct Answer: A,D 🗳️
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