- 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
- 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
- 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
Essential
- CRM/Service domain knowledge
Recommended
- SAP Cloud for Customer functional experience
Szkolenie w języku polskim lub angielskim. Język szkolenia jest uzależniony od konkretnego terminu. W celu uzyskania szczegółowych informacji, ustalenia terminu, bądź informacji o wersji językowej prośba o kontakt z opiekunem handlowym.
- Materiały: angielski.