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SAP C-C4H510-21: Certified Application Associate – SAP Service Cloud 2111 is an exam that validates the knowledge and skills of professionals in using SAP Service Cloud for customer service management. C_C4H510_21 exam is intended for individuals who are involved in customer service management, including service agents, administrators, and consultants. Certified Application Associate – SAP Service Cloud 2111 certification is considered a valuable asset for professionals who are looking to advance their careers in the field of customer service.
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SAP C_C4H510_21 certification exam consists of 80 multiple-choice questions, which must be answered within a time limit of 180 minutes. C_C4H510_21 exam is available in English and Japanese, and it can be taken online or in person at an authorized testing center. A passing score of 63% is required to earn the certification.
SAP C_C4H510_21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Management | 20% | - Service level agreements (SLA) setup - Ticket categorization, prioritization and escalation - Service request creation and processing |
| Integration and Extensibility | 15% | - Integration with SAP S/4HANA and other SAP solutions - APIs and integration technologies - Extensibility options and development tools |
| Administrative Tasks | 7% | - User and organizational management - System monitoring and maintenance - Data migration and import |
| Configuration and Customization | 22% | - Workflow rules and notifications - Business roles and access control - Business configuration and scoping - Page layouts and fields customization |
| Case Management | 18% | - Case lifecycle and status management - Case routing and assignment rules - Knowledge base integration |
| Overview and Architecture | 8% | - SAP Service Cloud architecture and deployment options - Key capabilities and navigation |
| Analytics and Reporting | 10% | - Standard reports and dashboards - Custom analytics creation - Embedded analytics features |
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