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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Case Management | 18% | - Case lifecycle and status management - Knowledge base integration - Case routing and assignment rules |
| Topic 2: Configuration and Customization | 22% | - Workflow rules and notifications - Page layouts and fields customization - Business roles and access control - Business configuration and scoping |
| Topic 3: Integration and Extensibility | 15% | - Integration with SAP S/4HANA and other SAP solutions - APIs and integration technologies - Extensibility options and development tools |
| Topic 4: Analytics and Reporting | 10% | - Custom analytics creation - Embedded analytics features - Standard reports and dashboards |
| Topic 5: Overview and Architecture | 8% | - SAP Service Cloud architecture and deployment options - Key capabilities and navigation |
| Topic 6: Service Management | 20% | - Service level agreements (SLA) setup - Ticket categorization, prioritization and escalation - Service request creation and processing |
| Topic 7: Administrative Tasks | 7% | - System monitoring and maintenance - User and organizational management - Data migration and import |
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