Overview

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.

What you'll learn

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

Skills you'll gain

Cloud for Customer (C4C)
SAP Cloud For Customer

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

Audience

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

Course Based on Software Release

SAP Cloud for Customer 2311

Pre-requisite Learning

CRM/Service domain knowledge ^

SAP Cloud for Customer functional experience