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SAP Service Cloud Certification Exam Topics:
| Topic Areas | Topic Details, Courses, Books | Weighting |
|---|---|---|
| Service Business Process | Identify the different Service Processes and their capabilities. Explain Time Recording and Fulfillment in Service Tickets. C4H510 (SAP CLOUD FOR CUSTOMER 2011) | 8% - 12% |
| Service Elements and Notification | Setup Service Levels, Categories and define Work Distribution rules for Service Process. Set up a notification process and configure conditions and actions for workflows. C4H440 (SAP CLOUD FOR CUSTOMER 2011) | 8% - 12% |
| Contracts and Case Management | Explain Contracts & Case Management in Service Tickets. C4H510 (SAP CLOUD FOR CUSTOMER 2011) | < 8% |
| Reporting | Leverage MS Excel with SAP Cloud for Customer reports, and identify different components of custom reports and interactive dashboards. C4H440 (SAP CLOUD FOR CUSTOMER 2011) | < 8% |
| Maintenance Plan | Explain Maintenance Plan & its usage in Service Tickets. C4H510 (SAP CLOUD FOR CUSTOMER 2011) | < 8% |
| Communication Channel and Knowledge Base | Communication channels for Service Tickets. Knowledge Base in SAP Service Cloud. C4H510 (SAP CLOUD FOR CUSTOMER 2011) | 8% - 12% |
| Personalization and Extensibility | Identify how to use personalization and extensibility, including mashups and custom business objects. C4H440 (SAP CLOUD FOR CUSTOMER 2011) | < 8% |
| Data Management | 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. C4H440 (SAP CLOUD FOR CUSTOMER 2011) | 8% - 12% |
| User Management | Perform tasks associated with the maintenance of employees, business roles and users, as well as set up data restrictions. C4H440 (SAP CLOUD FOR CUSTOMER 2011) | 8% - 12% |
| Service Objects | Explain Registered Products & their usage in Service Tickets. Explain Installed Base & its usage in Service Tickets. Explain Warranty Management & its usage in Service Tickets. C4H510 (SAP CLOUD FOR CUSTOMER 2011) | > 12% |
| Basic Setup Settings | 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. C4H440 (SAP CLOUD FOR CUSTOMER 2011) | 8% - 12% |
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SAP C_C4H510_04 Exam Description:
The “SAP Certified Application Associate – SAP Service Cloud 2011 ” 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.
SAP C_C4H510_04 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| User Management | 8%-12% | - Data restrictions and access control - Notification process configuration - Business roles and user setup |
| Service Business Process | 8%-12% | - Work distribution rules - Service ticket lifecycle - Time recording and fulfillment - Service levels and categories |
| Service Objects | >12% | - Installed Base and usage in service tickets - Registered Products and usage in service tickets - Warranty Management |
| Reporting | <8% | - Standard reports and dashboards - Integration with Microsoft Excel |
| Basic Setup Settings | 8%-12% | - Implementation basics - Fine-tuning configuration |
| Maintenance Plan | <8% | - Scheduling and execution - Maintenance plan configuration |
| Contracts and Case Management | <8% | - Service contract setup - Case management processes |
| Personalization and Extensibility | <8% | - UI personalization - Extensibility options |
| Communication Channel and Knowledge Base | 8%-12% | - Knowledge base setup and usage - Supported communication channels |
| Service Elements and Notification | 8%-12% | - Workflow setup - Conditions and actions configuration |
| Data Management | 8%-12% | - Data migration templates - Master data handling - Mass data maintenance |
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