Description

  • The “SAP Certified Application Associate – SAP Service Cloud 1811” certification exam verifies that the candidate possesses fundamental knowledge and proven skills in SAP Service Cloud project implementation. This certificate proves that the candidate has the core understanding required of an application consultant and is able to apply the associated prerequisite skills practically under the supervision of an expert consultant in a project environment.

Topic Areas

Please see below the list of topics that may be covered within this certification and the courses that cover them. Its accuracy does not constitute a legitimate claim; SAP reserves the right to update the exam content (topics, items, weighting) at any time.

User Management8% – 12%

Perform tasks associated with the maintenance of employees, business roles and users, as well as set up data restrictions.

  • C4C10

—– OR —–

  • C4C10E (SAP CLOUD FOR CUSTOMER 1811)

Integration8% – 12%

Describe the SAP pre-packaged integration scenarios and optimal project management practices related to system integration. 

  • C4C10
  • C4C14

—– OR —–

  • C4C10E (SAP CLOUD FOR CUSTOMER 1811)
  • C4C14E (SAP CLOUD FOR CUSTOMER 1811)

Implementation Basics< 8%

Identify standard implmentation methodologies used by SAP for SAP Cloud for Customer implementations.   

  • C4C10

—– OR —–

  • C4C10E (SAP CLOUD FOR CUSTOMER 1811)

Registered Products< 8%

Explain Registered Products & their usage in Service Tickets

  • C4C14

—– OR —–

  • C4C14E (SAP CLOUD FOR CUSTOMER 1811)

Installed Base< 8%

Explain Installed Base & its usage in Service Tickets

  • C4C14

—– OR —–

  • C4C14E (SAP CLOUD FOR CUSTOMER 1811)

Warranty Management< 8%

Explain Warranty Management & its usage in Service Tickets

  • C4C14

—– OR —–

  • C4C14E (SAP CLOUD FOR CUSTOMER 1811)

Maintenance Plan< 8%

Explain Maintenance Plan & its usage in Service Tickets

  • C4C14

—– OR —–

  • C4C14E (SAP CLOUD FOR CUSTOMER 1811)

Resource Scheduler< 8%

Explain Resource Scheduler and Time Recording and Fulfillment in Service Tickets.

  • C4C14

—– OR —–

  • C4C14E (SAP CLOUD FOR CUSTOMER 1811)

Contracts & Case Management< 8%

Explain Contracts & Case Management in Service Tickets

  • C4C14

—– OR —–

  • C4C14E (SAP CLOUD FOR CUSTOMER 1811)

SAP JAM as a Knowledge Base< 8%

Knowledge Base in SAP Service Cloud.

  • C4C14

—– OR —–

  • C4C14E (SAP CLOUD FOR CUSTOMER 1811)

Service Levels, Service Categories & Work Distribution< 8%

Setup Service Levels, Categories and define Work Distribution rules for Service Process.

  • C4C14

—– OR —–

  • C4C14E (SAP CLOUD FOR CUSTOMER 1811)

Email Channels< 8%

Communication channels for Service Tickets

  • C4C14

—– OR —–

  • C4C14E (SAP CLOUD FOR CUSTOMER 1811)

Service Business Processes< 8%

Identify the different Service Processes and their capabilities

  • C4C14

—– OR —–

  • C4C14E (SAP CLOUD FOR CUSTOMER 1811)

Personalization and Extensibility< 8%

Identify how to use personalization and extensibility, including mashups and custom business objects. 

  • C4C10

—– OR —–

  • C4C10E (SAP CLOUD FOR CUSTOMER 1811)

Data Migration< 8%

Use data migration templates, troubleshoot data migration issues and understand mass data maintenance.

  • C4C10

—– OR —–

  • C4C10E (SAP CLOUD FOR CUSTOMER 1811)

Fine Tuning< 8%

Identify fine-tuning timeline and dependencies in the context of the overall project plan, and the ways to tailor the solution by checking and adjusting the predefined settings to meet the customer’s business requirements.

  • C4C10
  • C4C14

—– OR —–

  • C4C10E (SAP CLOUD FOR CUSTOMER 1811)
  • C4C14E (SAP CLOUD FOR CUSTOMER 1811)

Notification Process< 8%

Set up notification process and configure conditions and actions for workflows.

  • C4C10
  • C4C14

—– OR —–

  • C4C10E (SAP CLOUD FOR CUSTOMER 1811)
  • C4C14E (SAP CLOUD FOR CUSTOMER 1811)

Reporting< 8%

Leverage MS Excel with SAP Cloud for Customer reports, and identify different components of custom reports and interactive dashboards.

  • C4C10

—– OR —–

  • C4C10E (SAP CLOUD FOR CUSTOMER 1811)