C_C4H510_21 - SAP Certified Application Associate – SAP Service Cloud 2111 Practice Exam

C_C4H510_21 - SAP Certified Application Associate – SAP Service Cloud 2111 Practice Exam

The C_C4H510_21 certification validates your knowledge and skills in implementing SAP Service Cloud, a customer service management (CSM) solution from SAP. 

Who Should Take This Exam?

This certification is ideal for:

• SAP Service Cloud Consultants (Early Career): Individuals beginning their careers as SAP Service Cloud consultants, seeking to validate their foundational knowledge.
• Help Desk Professionals (SAP Focus): Help desk professionals aiming to specialize in supporting SAP Service Cloud within an organization.
• Business Users (SAP Service Cloud): Business users who want to gain a deeper understanding of SAP Service Cloud functionalities to leverage them more effectively.

Prerequisites

There are no formal prerequisites for taking the exam. However, a basic understanding of customer service management (CSM) principles and an interest in SAP technology would be beneficial.

Roles and Responsibilities 

• SAP Service Cloud Support Specialist: Providing basic support to end-users on functionalities and processes within SAP Service Cloud.
• SAP Service Cloud Configuration Analyst: Assisting with configuration tasks for service processes, workflows, and user interfaces in SAP Service Cloud.
• SAP Service Cloud Business Analyst (Junior Level): Contributing to business process analysis and mapping user requirements to SAP Service Cloud functionalities.

Exam Details

• Exam Duration 180 mins
• Exam Format Multiple Choice and Multi-Response Questions
• Number of Questions 80 Questions
• Exam Language English
• Pass Score 65% and above

Course Outline

The C_C4H510_21 - SAP Certified Application Associate exam covers the following topics - 

Domain 1 - Overview of Service Objects (> 12%)

• Learning Registered Products & their usage in Service Tickets.
• Learning Installed Base & its usage in Service Tickets.
• Learning Warranty Management & its usage in Service Tickets.

Domain 2 - Overview of Service Elements and Notification (8% - 12%)

• Learning setup Service Levels, Categories and define Work Distribution rules for Service Process.
• Learning set up a notification process and configure conditions and actions for workflows. 

Domain 3 - Overview of Personalization and Extensibility (8% - 12%)

• Learning to identify how to use personalization and extensibility, including mashups and custom business objects. 

Domain 4 - Overview of Reporting (8% - 12%)

• Learning to leverage MS Excel with SAP Cloud for Customer reports, and identify different components of custom reports and interactive dashboards.

Domain 5 - Overview of Basic Setup Settings (8% - 12%)

• Learning to identify standard implementation methodologies used by SAP for SAP Cloud for Customer implementations.
• Learning to identify fine-tuning timeline and dependencies in the context of the overall project plan
• Learning the ways to tailor the solution by checking and adjusting the predefined settings to meet the customer’s business requirements.   

Domain 6 - Overview of Data Management (8% - 12%)

• Learning to use data migration templates, troubleshoot data migration issues and understand mass data maintenance.
• Learning the SAP pre-packaged integration scenarios and optimal project management practices related to system integration. 

Domain 7 - Overview of Service Business Process (8% - 12%)

• Learning to identify the different Service Processes and their capabilities. E
• Learning about Time Recording and Fulfillment in Service Tickets.

Domain 8 - Overview of Communication Channel and Knowledge Base (8% - 12%)

• Learning about communication channels for Service Tickets. Knowledge Base in SAP Service Cloud. 

Domain 9 - Overview of Maintenance Plan (< 8%)

• Learning Maintenance Plan & its usage in Service Tickets.

Domain 10 - Overview of User Management (< 8%)

• Learning to perform tasks associated with the maintenance of employees, business roles and users, as well as set up data restrictions.

Domain 11 - Overview of Contracts and Ticket Hierarchy (< 8%)

• Learning to explain Contracts & Case Management in Service Tickets.