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SAP Service Cloud

Skills Gained 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...

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$1,840 USD
Course Code C4H510-v034
Duration 2 days
Available Formats Classroom

Skills Gained

  • 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 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 Service Cloud integration with ERP 
       -Explain SAP Service Cloud Integration with FSM 
       -Explain SAP Service Cloud Integration with SAP Commerce Cloud 

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 
  • Explaining Live Activity Center and Agent Desktop Add on 
       -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 
  • Time Recording 
       -Explaining the Role of Time Recording in Tickets 
  • Contracts 
       -Understanding Service Contracts in SAP Service Cloud 
  • Templates and Reporting 
       -Explaining Response Templates and Their Determination in Tickets 
  • Ticket Hierarchy 
       -Understanding Ticket Linking in SAP Service Cloud 
  • Integration SAP Service Cloud 
       -Explaining SAP Cloud for Customer Work Ticket Integration with SAP S/4HANA (ERP, ECC) 
  • Explaining Integration SAP Service Cloud with FSM (Field Service Management) 
  • Explaining the Integration Capabilities of SAP Commerce Cloud with SAP Service Cloud 

Course based on software release

  • SAP Cloud for Customer 2311