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

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SAP C-C4C14-1811 Exam Syllabus Topics:

Section	Objectives
SAP Service Cloud Fundamentals	- Service Cloud Overview 1. Key service processes and customer service lifecycle 2. Architecture and positioning of SAP Service Cloud 1811
Service Processes	- Service Order Processing 1. Workflows and approvals 2. Service request handling - Ticket and Case Management 1. Case handling and escalation 2. Service ticket creation and processing
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
Master Data and Configuration	- System Configuration 1. Organizational structure setup 2. Business roles and authorizations - Core Master Data 1. Product and installed base management 2. Accounts and contacts 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:

1. Which of the following objects are used as cost collectors when you release work tickets from SAP Cloud for Customer to SAP ERP?
Note: There are 2 correct answers to this question.

A) Internal order
B) Sales order
C) Debit memo request
D) Contract

2. A user reports an incident. The administrator determines that this incident needs to be reviewed by SAP Support.
What is the NEXT STEP the administrator must perform in SAP Cloud for Customer?

A) Forward the incident to the provider
B) Take over the incident
C) Respond to the requester
D) Create a service request with SAP Support

3. Which of the following prepackaged mashups exist for SAP Cloud for customer?

A) Hotmail
B) Google Maps
C) Mind touch
D) SAP Jam

4. When would you implement the Approcal function in SAP Cloud for Customer? Note: There are 2 correct answers to this question.

A) You want an administrator to activate a custom business object
B) You want to define multiple review steps for the same business object
C) You want to define multiple review processes for the same business object
D) You want another user to review a business object before it is processed further

5. Which date type do you use when determining the start of the warranty?

A) Creation date
B) Requested date
C) Reference date
D) Due date

Solutions:

Question # 1 Answer: A,D

Question # 2 Answer: A

Question # 3 Answer: A,D

Question # 4 Answer: A,B

Question # 5 Answer: C