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SAP Learning

Implementing SAP Enterprise Service Management

via SAP Learning

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By the end of this course, learners will be able to configure SAP ESM at a customer site after the initial set-up of SAP Service Cloud Version 2. 

Syllabus

  • Introducing Enterprise Service Management (ESM)
    • Introducing Enterprise Service Management (ESM)
    • Identifying the New Features of Enterprise Service Management
    • Introducing Enterprise Service Management (ESM)
  • Configuring Self-Service in Enterprise Service Management (ESM)
    • Defining and Accessing Self-Service in ESM
    • Configuring Self-Service in ESM
    • Managing Self-Service Roles and Cases in ESM
    • Configuring Self-Service in Enterprise Service Management (ESM)
  • Configuring Forms in Enterprise Service Management (ESM)
    • Introducing Forms in ESM
    • Components of a Form in ESM
    • Configuring Forms in ESM
    • Assigning API Calls to Form Buttons in ESM
    • Integrating Forms in 3rd Party Applications in ESM
    • Configuring Forms in Enterprise Service Management (ESM)
  • Integrating Enterprise Service Management (ESM)
    • Defining the Scope of Integration in ESM
    • Identifying Integration Components in ESM
    • Navigating the Stages of the Integration between ESM, S/4HANA and SuccessFactors
    • Explaining the End-to-End Finance Integration Between ESM and S/4HANA
    • Explaining the End-to-End HR Integration Between ESM and SuccessFactors
    • Integrating Enterprise Service Management (ESM)
  • Utilizing Business Documents in Enterprise Service Management
    • Defining Business Documents in ESM
    • Creating Business Documents in ESM
    • Configuring Business Information Extraction in ESM – Optional
    • Configuring Dynamic Data Sources in ESM
    • Configuring Business Document Extraction Schema in ESM
    • Configuring Business Document Integration in ESM
    • Utilizing Business Documents in Enterprise Service Management

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