SAP Service Cloud

Skills Gained

  • This course will prepare you to:
       -This course will prepare you to:
       -Translate customer business needs to best practice business scenarios in SAP Service Cloud
       -Set up and configure the solution to manage SAP Service Cloud business processes
       -Describe the integration scenarios available with SAP Service Cloud
       -Demonstrate SAP Service Cloud reporting capabilities
       -Describe integration scenarios of SAP Service Cloud with SAP Commerce Cloud
       -Explain the different communication channels that are supported in SAP Service Cloud
       -Explain and set up Service Levels, Categories and Work Distributions
       -Understand knowledge base functionality in Service Tickets
       -Explain and set up Registered Products and Installed Bases
       -Explain and set up Warranty Management and maintenance plan in Tickets
       -Explain and maintain the role of Resource Scheduler & Time Recording in Tickets
       -Understand Service Contracts in SAP Service Cloud
       -Configure and Explain Visit planning in tickets
       -Explain Response templates and its determination in Tickets
       -Explain SAP Cloud for Customer Work Ticket integration with ERP

Who Can Benefit

  • Application Consultant
  • Business Analyst
  • Business Process Architect
  • Business Process Owner / Team Lead / Power User
  • Enterprise Architect
  • Industry Specialist
  • Program / Project Manager
  • Solution Architect
  • System Administrator
  • Trainer
  • User

Prerequisites

  • Essential:
       -CRM/Service domain knowledge
  • Recommended:
       -SAP Cloud for Customer functional experience

Course Details

Course Content

  • Introduction to SAP Service Cloud
       -Describing the Functional Capabilities of SAP Service Cloud
  • Communication Channels
       -Explaining the Different Communication Channels that are Supported in SAP Service Cloud
  • Service Levels, Categories and Work Distribution
       -Explaining Service Levels, Categories and Work Distributions
  • Knowledge Base
       -Understanding Knowledge Base Functionality in Service Tickets
  • Registered Products and Installed Base
       -Explaining Registered Products and Installed Bases
  • Warranty Management
       -Explaining Warranty Management in Tickets
  • Maintenance Plans
       -Explaining Maintenance Plans in Tickets
  • Resource Scheduling and Time Recording
       -Explaining the Role of Resource Scheduler and Time Recording in Tickets
  • Contracts
       -Understanding Service Contracts in SAP Service Cloud
  • Templates and Reporting
       -Explaining Response Templates and Their Determination in Tickets
  • Case Management
       -Understanding Case Management in SAP Service Cloud
  • SAP Enterprise Resource Planning (ERP) Integration
       -Explaining SAP Cloud for Customer Work Ticket Integration with SAP ERP
  • SAP Service Cloud – SAP Commerce Cloud
       -Explaining the Integration Capabilities of SAP Commerce Cloud with SAP Service Cloud

Course based on software release

  • SAP Cloud for Customer 1808