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SAP Learning

SAP Service Cloud Version 2 - Consultant Course

via SAP Learning

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Overview

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The course in this learning journey enables you to explain and demonstrate how to use and implement SAP Service Cloud Version 2 which is built using Cloud Native Stack. The course walks you through how the Administrator role can leverage the SAP Service Cloud Version 2 capabilities to both improve and scale up the service experience that a company can provide its customers. This perspective of the administrator role is also important for all other roles new to the solution, such as the business user, the solution consultant and the developer.

Syllabus

  • Exploring SAP Service Cloud Version 2
    • Introducing SAP Service Cloud Version 2 and its New Features
    • Initial Engagement, Service Operations and Field Service
    • Using AI in SAP Service Cloud Version 2
    • Understanding the Customer Service Process
    • Understanding the Customer Service Tools and Supporting Resources
    • Exploring SAP Service Cloud Version 2
  • Starting Implementation
    • Defining the Scope
    • Getting Ready for Implementation
    • Creating Business Roles
    • Creating Employees and Business Users for Service
    • Tailoring the User Interface for the Business
    • Starting Implementation
  • Performing Master Data Setup
    • Defining a Service Organization
    • Setting Up a Service Organization
    • Creating Customer Account Master Data
    • Creating Products Master Data
    • Performing Master Data Setup
  • Creating Service Objects
    • Creating a Registered Product in SAP Service Cloud Version 2
    • Creating a Warranty in SAP Service Cloud Version 2
    • Using an Installed Base
    • Creating Service Objects
  • Setting up Case Management
    • Creating a Case Type
    • Creating the Parties Involved for Cases​
    • Creating the Statuses for Cases
    • Setting up Case Management
  • Configuring Service Elements
    • Configuring Categories
    • Configuring a Service Level Agreement
    • Configuring Case Routing
    • Configuring Service Elements
  • Configuring Communication Channels
    • Configuring Email
    • Configuring Phone
    • Configuring Communication Channels
  • Overviewing SAP Service Cloud Version 2 Integration
    • Integrating S/4HANA (Cloud and On-Prem)
    • Integrating SAP Service Cloud Version 2 with Microsoft Teams
    • Integrating AI into SAP Service Cloud Version 2
    • Overviewing SAP Service Cloud Version 2 Integration

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