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
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
- Essential
- CRM/Service domain knowledge
- Recommended
- SAP Cloud for Customer functional experience
- 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
Course notes and announcements:
In this course you will learn how to implement SAP Service Cloud. This will include configuration of service processes, including topics such as business process configuration, warranty management, registered products, and service levels.
This is a SAP CERTIFIED Course. Your course will include Full Class Delivery of the comprehensive standard SAP curriculum agendas, SAP Certified Instructor, Demonstration and Presentation, Student Hands on exercises, Access to SAP Hosted servers/training environment, and SAP Certified participant guides.
With virtual live classroom training you get comprehensive training from SAP experts using seamless over-the Web connectivity. The same content delivered in SAP's traditional "brick and mortar" classrooms is presented during virtual live classroom deliveries. As in SAP's traditional classrooms, SAP virtual live classroom stresses hands-on learning providing each registered student with exclusive access to live SAP systems throughout each course. Each Virtual Live class is taught by a SAP Certified Instructor and will include an e-book student guide for you to download and keep. CPE Credits are currently available only for publicly scheduled courses delivered live at SAP locations and our Authorized Education Partner locations. CPE Credits are not available for virtual live classroom sessions.
Not finding any suitable dates? Contact us for additional available dates: training@dunnsolutions.com
