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The “SAP Certified Application Associate – SAP Service Cloud 2111” 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. The certificate issued for passing this exam will be valid for 5 years.
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| Exam: | 80 questions |
| Level: | Associate |
| Sample Questions: | SAP C_C4H510_21 Exam Sample Question |
| Cut Score: | 65% |
| Duration: | 180 mins |
| Languages: | English |
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| Topic Areas | Topic Details, Courses, Books |
|---|---|
| Service Elements and Notification 8% - 12% | Setup Service Levels, Categories and define Work Distribution rules for Service Process. Set up a notification process and configure conditions and actions for workflows. |
| Maintenance Plan < 8% | Explain Maintenance Plan & its usage in Service Tickets. |
| Basic Setup Settings 8% - 12% | Identify standard implementation methodologies used by SAP for SAP Cloud for Customer implementations. 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. |
| Service Business Process 8% - 12% | Identify the different Service Processes and their capabilities. Explain Time Recording and Fulfillment in Service Tickets. |
| Contracts and Ticket Hierarchy < 8% | Explain Contracts & Case Management in Service Tickets. |
| Service Objects > 12% | Explain Registered Products & their usage in Service Tickets. Explain Installed Base & its usage in Service Tickets. Explain Warranty Management & its usage in Service Tickets. |
| Personalization and Extensibility 8% - 12% | Identify how to use personalization and extensibility, including mashups and custom business objects. |
| Data Management 8% - 12% | Use data migration templates, troubleshoot data migration issues and understand mass data maintenance. Describe the SAP pre-packaged integration scenarios and optimal project management practices related to system integration. |
| User Management < 8% | Perform tasks associated with the maintenance of employees, business roles and users, as well as set up data restrictions. |
| Reporting 8% - 12% | Leverage MS Excel with SAP Cloud for Customer reports, and identify different components of custom reports and interactive dashboards. |
| Communication Channel and Knowledge Base 8% - 12% | Communication channels for Service Tickets. Knowledge Base in SAP Service Cloud. |
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