Exam Name: SAP Certified Application Associate - SAP Service Cloud 1811
Certification Provider: SAP
Corresponding Certification: SAP Certified Application Associate
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Check Updated on: Aug 13, 2026
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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Organizational Management | 8%-12% | - Organizational structure setup - Work distribution rules |
| Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
| Service Request Management | 12%-16% | - Escalation and routing rules - Service level agreements (SLA) - Create and process service tickets |
| User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Implementation Basics | 8%-12% | - SAP implementation methodologies - Solution configuration and fine-tuning |
| Warranty Management | <8% | - Warranty determination and processing |
| Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| Registered Products | <8% | - Use in service tickets |
| Installed Base | <8% | - Use in service tickets |
| Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. Which of the following data items are required to create a registered product? Note: There are 2 correct answers to this question.
A) Warranty ID
B) Reference date
C) Serial ID
D) Customer
2. What are service agents used for when setting up an SAP Cloud for Customer system? Note: There are 2 correct answers to this questions.
A) To scope the system
B) To restore system default settings
C) To create business users
D) To assign accounts to business users
3. Which of the following elements is optional when you configure a service level?
A) Priority ticket
B) Net labor time
C) alert when overdue
D) type of service
4. Which of the following platforms can you integrate out-of-the-box with SAP Cloud for Customer?
A) Google Docs
B) SAP JAM
C) Mindouch
D) Microsoft Sharepoint
5. 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) Set up service level determination for social media channel
B) Select the channel type
C) Set up access to social media account
D) Maintain Next Ticket configuration
E) Create and schedule social media import run
Solutions:
| Question # 1 Answer: C,D | Question # 2 Answer: A,C | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: C,D,E |
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