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Updated: Aug 09, 2026
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SAP C-C4C14-1811 Exam Overview:
| Certification Vendor: | SAP |
| Exam Name: | SAP Certified Application Associate - SAP Service Cloud 1811 |
| Exam Number: | C_C4C14_1811 |
| Exam Duration: | 180 minutes |
| Available Languages: | English |
| Related Certifications: | SAP Certified Application Associate - SAP Cloud for Customer |
| Exam Price: | $549 USD |
| Real Exam Qty: | 80 |
| Exam Format: | Multiple Choice, Multiple Response |
| Passing Score: | 63% |
| Certificate Validity Period: | Retired, no longer active; standard SAP associate validity 2 years when active |
| Recommended Training: | SAP Service Cloud Implementation Training SAP Official Learning Journey |
| Exam Registration: | SAP Training Shop Pearson VUE |
| Sample Questions: | SAP C-C4C14-1811 Sample Questions |
| Exam Way: | Online proctored or at authorized Pearson VUE test centers |
| Pre Condition: | Basic knowledge of SAP Service Cloud / Cloud for Customer; practical project experience recommended; no mandatory prerequisite exams |
| Official Syllabus URL: | https://training.sap.com/certification/c_c4c14_1811-sap-certified-application-associate--sap-service-cloud-1811-g/ |
SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implementation Basics | 8%-12% | - SAP implementation methodologies - Solution configuration and fine-tuning |
| Topic 2: Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Topic 3: Warranty Management | <8% | - Warranty determination and processing |
| Topic 4: Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
| Topic 5: Service Request Management | 12%-16% | - Create and process service tickets - Service level agreements (SLA) - Escalation and routing rules |
| Topic 6: Registered Products | <8% | - Use in service tickets |
| Topic 7: User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Topic 8: Installed Base | <8% | - Use in service tickets |
| Topic 9: Reporting and Analytics | 8%-12% | - Basic custom reporting - Standard reports and dashboards |
| Topic 10: Organizational Management | 8%-12% | - Work distribution rules - Organizational structure setup |
| Topic 11: Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. Where can you enable a business function if a work center is NOT listed in the access rights of a business user?
A) Fine tuning
B) Application and user management
C) Administrator
D) Scoping
2. You want to define an automatic field update based on the ABC classification of an account What are the follow-up steps required to set up the workflow? Note: There are 2 correct answers to this question.
A) Choose a rule type
B) Add a condition group
C) Select an action
D) Define a placeholder
3. How do you prepare a ticket distribution rule in SAP Cloud Service?
A) Create an assignment release run
B) Maintain an activity plan
C) Set up Live Activity configuration
D) Define a routing rule
4. Why do you create a business role?
Note: There are 3 correct answers to this question.
A) You want to set up a maintenance plan
B) You want to make custom reports available on the home page
C) You want to standardize system access
D) You want to perform fine-tuning activities
E) You want to restrict drop down list values for a specific group of users
5. What object is used in SAP Multi-resource Scheduling?
A) Service contract
B) Demand
C) Service order
D) Internal order
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A,C | Question # 3 Answer: D | Question # 4 Answer: B,C | Question # 5 Answer: B |
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