C4H510 - SAP Service Cloud Training

• SAP Cloud for Customer 2311

Essential

• CRM/Service domain knowledge ^

Recommended

• SAP Cloud for Customer functional experience 

• 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