SAP Service Cloud Certification Exam Details:
| Schedule Exam | SAP Training |
| Reference Books | C4H440, C4H510 |
| Exam Name | SAP Certified Application Associate - SAP Service Cloud 2011 |
| Level | Associate |
| Exam Price | $550 (USD) |
| Number of Questions | 80 |
| Exam Code | C_C4H510_04 |
| Duration | 180 mins |
| Passing Score | C_C4H510_04 - 63% |
| Sample Questions | SAP Service Cloud Certification Sample Questions |
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SAP Service Cloud Certification Exam Topics:
| Topic Areas | Topic Details, Courses, Books | Weighting |
|---|---|---|
| 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% |
| Maintenance Plan | Explain Maintenance Plan & its usage in Service Tickets. C4H510 (SAP CLOUD FOR CUSTOMER 2011) | < 8% |
| 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 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% |
| 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% |
| Communication Channel and Knowledge Base | Communication channels for Service Tickets. Knowledge Base in SAP Service Cloud. C4H510 (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% |
| 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% |
| 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% |
| Personalization and Extensibility | Identify how to use personalization and extensibility, including mashups and custom business objects. C4H440 (SAP CLOUD FOR CUSTOMER 2011) | < 8% |
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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 | Objectives |
|---|---|
| Integration and Extensibility | - Integration with SAP ERP and SAP S/4HANA - APIs and communication arrangements - UI adaptation and extensibility tools |
| SAP Service Cloud Overview | - Architecture and positioning within SAP Customer Experience suite - Key features and capabilities |
| Service Processes | - Ticket handling and service requests - Escalation and SLA management - Case management lifecycle |
| Master Data Management | - Account and contact management - Product and service data - Data replication and integration basics |
| System Configuration | - Basic system settings and adaptation - Business roles and work centers - Organizational structure setup |
| Analytics and Reporting | - Dashboards and KPIs - Standard reporting tools |
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