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SAP Service Cloud Certification Exam Topics:
| Topic Areas | Topic Details, Courses, Books | Weighting |
|---|---|---|
| Contracts and Case Management | Explain Contracts & Case Management in Service Tickets. C4H510 (SAP CLOUD FOR CUSTOMER 2011) | < 8% |
| 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 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% |
| Personalization and Extensibility | Identify how to use personalization and extensibility, including mashups and custom business objects. C4H440 (SAP CLOUD FOR CUSTOMER 2011) | < 8% |
| 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% |
| 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% |
| 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% |
| 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% |
| Communication Channel and Knowledge Base | Communication channels for Service Tickets. Knowledge Base in SAP Service Cloud. C4H510 (SAP CLOUD FOR CUSTOMER 2011) | 8% - 12% |
| Maintenance Plan | Explain Maintenance Plan & its usage 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% |
SAP C-C4H510-04 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Data Management | 8-12% | - Data migration templates and mass data maintenance |
| Topic 2: Service Business Processes | 8-12% | - Ticket processing and fulfillment |
| Topic 3: Reporting | <8% | - Interactive dashboards and Excel reporting |
| Topic 4: Service Objects | 12%+ | - Warranty management - Registered products and installed base usage |
| Topic 5: User Management | 8-12% | - Maintain employees, roles and access rights |
| Topic 6: Communication Channels & Knowledge Base | 8-12% | - Implement and use service knowledge base - Configure communication channels for service tickets |
| Topic 7: Contracts and Case Management | <8% | - Configuration of contracts |
| Topic 8: Service Elements and Notification | 8-12% | - Configure notification processes and workflow conditions - Setup service levels, categories and work distribution |
| Topic 9: Personalization and Extensibility | <8% | - Mashups and custom business object configuration |
