• The "SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2" certification exam validates that you possess the SAP Service Cloud Version 2 fundamentals and core knowledge required of the consultant profile. This certification proves that you have an overall understanding and inā€depth skills to participate as a member of project team with a focus on setting up , implementing and using SAP Service Cloud Version 2 in a mentored role.

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.

Master Data 11% - 20%

Set up master data regarding Account, Contact, Product, Organization and employees

Cases 11% - 20%

Configuration Document Types, Party Role, Status Schema and Business Flows

Communication Channels 11% - 20%

Configuration the Agent Desktop for CTI and Interaction Center Processes. Configuration of the communication channel E-Mail to manage E-Mail Inbound scenarios including configuration Response Templates for Outbound scenarios

Personalization and Extensibility 11% - 20%

Manage the Personalization, Extension fields, Validations and Determinations 

Service Elements 11% - 20%

Configuration SLA, Categories and Case Routing

Basic Setup <= 10%

Enable the system through Activation of Services to be able to make the system SSC V2.0 ready for implementation

User Management <= 10%

Manage the creation of User and business roles including authorization

Service Objects <= 10%

Set up the service objects Registered Products, Installed Base and Warranty

General Information

Exam Preparation 

All SAP consultant certifications are 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.

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 SAP Certification FAQs.

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

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