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SAP Service Cloud Certification Exam Details:
| Sample Questions | SAP Service Cloud Certification Sample Questions |
| Duration | 180 mins |
| Exam Price | $550 (USD) |
| Exam Name | SAP Certified Application Associate - SAP Service Cloud 2011 |
| Passing Score | C_C4H510_04 - 63% |
| Exam Code | C_C4H510_04 |
| Level | Associate |
| Reference Books | C4H440, C4H510 |
| Number of Questions | 80 |
| Schedule Exam | SAP Training |
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SAP C-C4H510-04 Certification Exam Topics:
| Topic Areas | Topic Details, Courses, Books |
|---|---|
| Personalization and Extensibility < 8% | Identify how to use personalization and extensibility, including mashups and custom business objects. |
| 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. |
| Communication Channel and Knowledge Base 8% - 12% | Communication channels for Service Tickets. Knowledge Base in SAP Service Cloud. |
| 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. |
| Reporting < 8% | Leverage MS Excel with SAP Cloud for Customer reports, and identify different components of custom reports and interactive dashboards. |
| 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 |
| Service Business Process 8% - 12% | Identify the different Service Processes and their capabilities. Explain Time Recording and Fulfillment 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. |
| Contracts and Case Management < 8% | Explain Contracts & Case Management in Service Tickets. |
| User Management 8% - 12% | Perform tasks associated with the maintenance of employees, business roles and users, as well as set up data restrictions. |
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SAP C-C4H510-04 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Personalization and Extensibility | <8% | - Mashups and custom business object configuration |
| Topic 2: Service Elements and Notification | 8-12% | - Setup service levels, categories and work distribution - Configure notification processes and workflow conditions |
| Topic 3: Data Management | 8-12% | - Data migration templates and mass data maintenance |
| Topic 4: Service Business Processes | 8-12% | - Ticket processing and fulfillment |
| Topic 5: Service Objects | 12%+ | - Registered products and installed base usage - Warranty management |
| Topic 6: User Management | 8-12% | - Maintain employees, roles and access rights |
| Topic 7: Communication Channels & Knowledge Base | 8-12% | - Implement and use service knowledge base - Configure communication channels for service tickets |
| Topic 8: Contracts and Case Management | <8% | - Configuration of contracts |
| Topic 9: Reporting | <8% | - Interactive dashboards and Excel reporting |
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