Last Updated: Aug 01, 2026
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Business Process | 8%-12% | - Service ticket lifecycle - Service levels and categories - Time recording and fulfillment - Work distribution rules |
| Topic 2: Data Management | 8%-12% | - Data migration templates - Master data handling - Mass data maintenance |
| Topic 3: User Management | 8%-12% | - Data restrictions and access control - Notification process configuration - Business roles and user setup |
| Topic 4: Basic Setup Settings | 8%-12% | - Implementation basics - Fine-tuning configuration |
| Topic 5: Service Objects | >12% | - Warranty Management - Registered Products and usage in service tickets - Installed Base and usage in service tickets |
| Topic 6: Maintenance Plan | <8% | - Maintenance plan configuration - Scheduling and execution |
| Topic 7: Reporting | <8% | - Integration with Microsoft Excel - Standard reports and dashboards |
| Topic 8: Contracts and Case Management | <8% | - Service contract setup - Case management processes |
| Topic 9: Service Elements and Notification | 8%-12% | - Workflow setup - Conditions and actions configuration |
| Topic 10: Communication Channel and Knowledge Base | 8%-12% | - Supported communication channels - Knowledge base setup and usage |
| Topic 11: Personalization and Extensibility | <8% | - UI personalization - Extensibility options |
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