Training Schedule Training Schedule

(C4C14) SAP Service Cloud
Code: C4C14 v24
Type: null
Tuition (USD): $1500
Length: 2 Days
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Location Date Guaranteed to Run
Live Virtual, US 05/23/2019

Not finding any suitable dates? Contact us for additional availability: training@dunnsolutions.com

Skills Gained:
1) This course will prepare you to: 2) Translate customer business needs to best practice business scenarios in SAP Service Cloud 3) Set up and configure the solution to manage SAP Service Cloud business processes 4) Describe the integration scenarios available with SAP Service Cloud 5) Demonstrate SAP Service Cloud reporting capabilities 6) Describe integration scenarios of SAP Service Cloud with SAP Commerce Cloud 7) Explain the different communication channels that are supported in SAP Service Cloud 8) Explain and set up Service Levels, Categories and Work Distributions 9) Understand knowledge base functionality in Service Tickets 10) Explain and set up Registered Products and Installed Bases 11) Explain and set up Warranty Management and maintenance plan in Tickets 12) Explain and maintain the role of Resource Scheduler & Time Recording in Tickets 13) Understand Service Contracts in SAP Service Cloud 14) Configure and Explain Visit planning in tickets 15) Explain Response templates and its determination in Tickets 16) Explain SAP Cloud for Customer Work Ticket integration with ERP
Who Should Attend?
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
Prerequisites:
  • Essential: CRM/Service domain knowledge
  • Recommended: SAP Cloud for Customer functional experience
What You Will Learn:
  • 1) Introduction to SAP Service Cloud
  • a) Describing the Functional Capabilities of SAP Service Cloud
  • 2) Communication Channels
  • a) Explaining the Different Communication Channels that are Supported in SAP Service Cloud
  • 3) Service Levels, Categories and Work Distribution
  • a) Explaining Service Levels, Categories and Work Distributions
  • 4) Knowledge Base
  • a) Understanding Knowledge Base Functionality in Service Tickets
  • 5) Registered Products and Installed Base
  • a) Explaining Registered Products and Installed Bases
  • 6) Warranty Management
  • a) Explaining Warranty Management in Tickets
  • 7) Maintenance Plans
  • a) Explaining Maintenance Plans in Tickets
  • 8) Resource Scheduling and Time Recording
  • a) Explaining the Role of Resource Scheduler and Time Recording in Tickets
  • 9) Contracts
  • a) Understanding Service Contracts in SAP Service Cloud
  • 10) Templates and Reporting
  • a) Explaining Response Templates and Their Determination in Tickets
  • 11) Case Management
  • a) Understanding Case Management in SAP Service Cloud
  • 12) SAP Enterprise Resource Planning (ERP) Integration
  • a) Explaining SAP Cloud for Customer Work Ticket Integration with SAP ERP
  • 13) SAP Service Cloud – SAP Commerce Cloud
  • a) Explaining the Integration Capabilities of SAP Commerce Cloud with SAP Service Cloud
Course Info:
Course based on software release: SAP Cloud for Customer 1808

Notes and announcements:

1. 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, SAP Certified e-book participant guides and SAP Certified Hard copy participant guides.

This 2 day instructor led course qualifies for 16 CPE Credits. 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.

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