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SAP Certified Application Associate - SAP Service Cloud 1811 : C_C4C14_1811
- Exam Code: C_C4C14_1811
- Exam Name: SAP Certified Application Associate - SAP Service Cloud 1811
- Updated: Sep 20, 2026
- Q & A: 155 Questions and Answers
About SAP C_C4C14_1811 Exam
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SAP C_C4C14_1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Request Management | 12%-16% | - Escalation and routing rules - Create and process service tickets - Service level agreements (SLA) |
| Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
| Integration | 8%-12% | - System integration best practices - Pre-packaged integration scenarios |
| User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Organizational Management | 8%-12% | - Work distribution rules - Organizational structure setup |
| Reporting and Analytics | 8%-12% | - Basic custom reporting - Standard reports and dashboards |
| Registered Products | <8% | - Use in service tickets |
| Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
| Installed Base | <8% | - Use in service tickets |
| Warranty Management | <8% | - Warranty determination and processing |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
Question #1
To which of the following entities must you assign the Phone call work center view to access the live activity pane for computer telephony integration (CTI)? Note: There are 2 correct answers to this question.
- A. Business user
- B. Organizational unit
- C. Employee
- D. Business role
Correct Answer: C,D 🗳️
Question #2
How do you maintain a service catalog after you have released it?
- A. You delete the current catalog and create a new catalog
- B. You create a new version of the current catalog
- C. You update the structure of the current catalog
- D. You change the usage of the current catalog
Correct Answer: B 🗳️
Question #3
Which of the following element from Customer Care do you select to enable SAP JAM as a knowledge base in SAP Cloud for Customer?
- A. Service and Repair
- B. Business Performance Management
- C. Service Request Management
- D. Communication for Customer Care
Correct Answer: C 🗳️
Question #4
Which of the following SAP Cloud for Customer business objects are integrated with SAP Commerce?
- A. Campaign
- B. Lead
- C. Ticket
- D. Customer
Correct Answer: B,D 🗳️
Question #5
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. Automatically using start / stop buttons
- D. Manually using service entry screen
Correct Answer: A,C 🗳️
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