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SAP C-C4C14-1811 Exam Syllabus Topics:

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

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

Question #1

What activities do you perform in the Administrator work center to enable a new social media channel? Note:
There are 3 correct answers to this question.

A. Maintain Next Ticket configuration
B. Create and schedule social media import run
C. Set up service level determination for social media channel
D. Select the channel type
E. Set up access to social media account

Answer: A,B,E

Question #2

Which channel types are supported in SAP Cloud for Customer? ]

A. Consumer-to-consumer
B. Business-to-business
C. Business-to-consumer
D. Employee support
E. Business-to-customer

Answer: B,C,D

Question #3

Where can you consume spare parts in SAP ERP for use in an SAP Cloud for Customer work ticket integration scenario?
Note: There are 2 correct answers to this question.

A. Special stock
B. Locked stock
C. Consignment stock
D. Plant stock

Answer: C,D

Question #4

Which Channel types are supported in SAP Cloud for Customer? Note: There are 3 correct answers to this question.

A. Business to consumer
B. Consumer to business
C. Business to business
D. Employee support
E. Consumer to consumer

Answer: A,C,D

Question #5

As an administrator, which of the following objects can you design in the Business Analytics work center in SAP Cloud for Customer? Note: There are 3 correct answers to this question.

A. Scorecards
B. Dashboards
C. KP|S
D. Key figures
E. Data sources

Answer: B,C,E

SAP C-C4C14-1811 : SAP Certified Application Associate - SAP Service Cloud 1811

SAP C-C4C14-1811 Exam Syllabus Topics:

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

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