Wat is SAP Service Cloud (Previously known as C4C14)
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. Course based on software release: SAP Cloud for Customer 2105
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 Service Cloud integration with ERP
- Explain SAP Service Cloud Integration with FSM
Contents:
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
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
Case Management
- Understanding Case Management in SAP Service Cloud
Integration SAP Service Cloud
- Explaining SAP Cloud for Customer Work Ticket Integration S/4HANA (ERP, ECC)
Explaning Integration SAP Service Cloud with FSM (Field Service Management)
Explaining the Integration Capabilities of SAP Commerce Cloud with SAP Service Cloud
