• The “SAP Certified Application Associate – SAP Service Cloud 1811” 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.


  • To ensure success, SAP recommends combining education courses and hands-on experience to prepare for your certification exam as questions will test your ability to apply the knowledge you have gained in training.
  • You are not allowed to use any reference materials during the certification test (no access to online documentation or to any SAP system).

Topic Areas

Please see below the list of topics that may be covered within this certification and the courses that cover them. Its accuracy does not constitute a legitimate claim; SAP reserves the right to update the exam content (topics, items, weighting) at any time.

User Management 8% - 12%

Perform tasks associated with the maintenance of employees, business roles and users, as well as set up data restrictions.

Integration 8% - 12%

Describe the SAP pre-packaged integration scenarios and optimal project management practices related to system integration. 

Implementation Basics < 8%

Identify standard implmentation methodologies used by SAP for SAP Cloud for Customer implementations.   

Registered Products < 8%

Explain Registered Products & their usage in Service Tickets

Installed Base < 8%

Explain Installed Base & its usage in Service Tickets

Warranty Management < 8%

Explain Warranty Management & its usage in Service Tickets

Maintenance Plan < 8%

Explain Maintenance Plan & its usage in Service Tickets

Resource Scheduler < 8%

Explain Resource Scheduler and Time Recording and Fulfillment in Service Tickets.

Contracts & Case Management < 8%

Explain Contracts & Case Management in Service Tickets

SAP JAM as a Knowledge Base < 8%

Knowledge Base in SAP Service Cloud.

Service Levels, Service Categories & Work Distribution < 8%

Setup Service Levels, Categories and define Work Distribution rules for Service Process.

Email Channels < 8%

Communication channels for Service Tickets

Service Business Processes < 8%

Identify the different Service Processes and their capabilities

Personalization and Extensibility < 8%

Identify how to use personalization and extensibility, including mashups and custom business objects. 

Data Migration < 8%

Use data migration templates, troubleshoot data migration issues and understand mass data maintenance.

Fine Tuning < 8%

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.

Notification Process < 8%

Set up notification process and configure conditions and actions for workflows.

Reporting < 8%

Leverage MS Excel with SAP Cloud for Customer reports, and identify different components of custom reports and interactive dashboards.

General Information

Exam Preparation 

IMPORTANT: All SAP consultant certifications are now available as Cloud Certifications in the Certification Hub and can be booked with product code CER006. With CER006 – SAP Certification in the Cloud, you can take up to six exams attempts of your choice in one year – from wherever and whenever it suits you!  Test dates can be chosen and booked individually.Those of you who prefer to get certified on-site at an SAP training center instead can still do so. Official dates for the certification tests are listed on the right.

Each specific certification comes with its own set of preparation tactics. We define them as "Topic Areas" and they can be found on each exam description. You can find the number of questions, the duration of the exam, what areas you will be tested on, and recommended course work and content you can reference.

Certification exams might contain unscored items that are being tested for upcoming releases of the exam. These unscored items are randomly distributed across the certification topics and are not counted towards the final score. The total number of items of an examination as advertised in the Training Shop is never exceeded when unscored items are used.

Please be aware that the professional- level certification also requires several years of practical on-the-job experience and addresses real-life scenarios.

For more information refer to our FAQs.

SAP Global Certification FAQ – Overview

SAP Global Certification FAQ – Exam Process

SAP Global Certification FAQ – Post-Exam Process


Safeguarding the Value of Certification

SAP Education has worked hard together with the Certification & Enablement Influence Council to enhance the value of certification and improve the exams. An increasing number of customers and partners are now looking towards certification as a reliable benchmark to safeguard their investments. Unfortunately, the increased demand for certification has brought with it a growing number of people who to try and attain SAP certification through unfair means. This ongoing issue has prompted SAP Education to place a new focus on test security. Please take a look at our post to understand what you can do to help to protect the credibility of your certification status.

Our Certification Test Security Guidelines will help you as test taker to understand the testing experience.




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