SAP C_C4C14_1811 : SAP Certified Application Associate - SAP Service Cloud 1811

  • Exam Code: C_C4C14_1811
  • Exam Name: SAP Certified Application Associate - SAP Service Cloud 1811
  • Updated: Sep 20, 2026   Q&As: 155 Questions and Answers

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SAP C_C4C14_1811 Exam Syllabus Topics:
SectionObjectives
Service Processes- Service Order Processing
  • 1. Service request handling
    • 2. Workflows and approvals
      - Ticket and Case Management
      • 1. Service ticket creation and processing
        • 2. Case handling and escalation
          Integration and Communication- Integration Scenarios
          • 1. Integration with SAP ERP and external systems
            • 2. Integration with SAP Sales Cloud
              - Communication Channels
              • 1. Social and omnichannel communication
                • 2. Email and interaction center configuration
                  Reporting and Analytics- Service Reporting
                  • 1. Service KPIs and dashboards
                    • 2. Analytics for service performance
                      Master Data and Configuration- System Configuration
                      • 1. Business roles and authorizations
                        • 2. Organizational structure setup
                          - Core Master Data
                          • 1. Product and installed base management
                            • 2. Accounts and contacts setup
                              SAP Service Cloud Fundamentals- Service Cloud Overview
                              • 1. Key service processes and customer service lifecycle
                                • 2. Architecture and positioning of SAP Service Cloud 1811
                                  SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
                                  Question #1

                                  Which actions can you perform when you maintain organizational work distribution rules? Note: There are 2 correct answers to this question.

                                  • A. Delete
                                  • B. Upload
                                  • C. Copy
                                  • D. Download
                                  Reveal Solution  Discussion  0

                                  Correct Answer: B,D  🗳️

                                  Question #2

                                  Which item types can you use in installed bases? Note: There are 3 correct answers to this question.

                                  • A. Product
                                  • B. Text
                                  • C. Warranty
                                  • D. Registered product
                                  • E. object
                                  Reveal Solution  Discussion  0

                                  Correct Answer: A,B,D  🗳️

                                  Question #3

                                  Which of the following are scenarios supported by SAP Cloud for Service? Note: There are 2 correct answers to this question.

                                  • A. Employee help desk
                                  • B. Partner channel management
                                  • C. Vendor management
                                  • D. Customer support
                                  Reveal Solution  Discussion  0

                                  Correct Answer: A,D  🗳️

                                  Question #4

                                  What must you consider when you want to upload master data to SAP cloud for customer using templates?
                                  Note there are 3 correct answers to this question.

                                  • A. You can upload the data only once.
                                  • B. You do NOT need to know the definitions of each of the fields
                                  • C. You need to identify the data dependencies for the migration template
                                  • D. There is a template available for each object that allows tool-supported migration
                                  • E. The template structure is predefined an CANNOT be changed.
                                  Reveal Solution  Discussion  0

                                  Correct Answer: C,D,E  🗳️

                                  Question #5

                                  You need to define an automatic field update in a service ticket based on certain conditions. Which object do you use?

                                  • A. Task
                                  • B. Notification
                                  • C. Approval
                                  • D. Workflow
                                  Reveal Solution  Discussion  0

                                  Correct Answer: D  🗳️

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