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Implementing SAP Service Cloud Version 2 – Essentials
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Starting the Implementation - Prerequisites
Starting the Implementation - Prerequisites
Explaining the Customer Service Process
9 min
Defining the Scope - Listing Implementation Steps
5 min
Confirming and Enabling System Requirements
5 min
Enabling System Contracts and Tenants
3 min
Activating Base Configuration
3 min
Quiz
Setting up User Management
Creating Roles and Assigning Access Restrictions
11 min
Managing Employees
10 min
Quiz
Tailoring the User Interface in SAP Service Cloud Version 2
Administrating generic User Interface Settings
4 min
Using Extensibility
10 min
Creating a Code List Restriction Rule
2 min
Defining a Page Layout
2 min
Quiz
Performing Master Data Setup
Defining a Root Service Organization
4 min
Setting up a Service Organization
11 min
Creating Customer Account Master Data
10 min
Creating Products; Master Data
6 min
Restricting Access to Service Objects
4 min
Quiz
Starting the Implementation - Prerequisites
Explaining the Customer Service Process
9 min
Defining the Scope - Listing Implementation Steps
5 min
Confirming and Enabling System Requirements
5 min
Enabling System Contracts and Tenants
3 min
Activating Base Configuration
3 min
Quiz
Setting up User Management
Creating Roles and Assigning Access Restrictions
11 min
Managing Employees
10 min
Quiz
Tailoring the User Interface in SAP Service Cloud Version 2
Administrating generic User Interface Settings
4 min
Using Extensibility
10 min
Creating a Code List Restriction Rule
2 min
Defining a Page Layout
2 min
Quiz
Performing Master Data Setup
Defining a Root Service Organization
4 min
Setting up a Service Organization
11 min
Creating Customer Account Master Data
10 min
Creating Products; Master Data
6 min
Restricting Access to Service Objects
4 min
Quiz
Knowledge quiz
It's time to put what you've learned to the test, get 5 right to pass this unit.
1.
How can you create an Incident in SAP Service Cloud Version 2?
Choose the correct answer.
By creating a Case
By creating a Ticket
Using an email to SAP Cloud Support
Using Built-In Support
2.
Which of the following configuration elements belong to the pre-configuration steps?
Choose the correct answer.
Time Zone
Autoflow
Communication Channel
Case Type
3.
Which of the following tools can you use to tailor the user interface?
Choose the correct answer.
Extensibility
Built-In-Suppport
Productivity
Notification
4.
Which of the following element is essential to manage the service process?
Choose the correct answer.
Use the Resource Scheduler in SAP Service Cloud Version 2
Create a Knowledge Article
Execute a Customer Satisfaction survey campaign regarding solved Cases
Initiate Interaction through a channel
5.
Which terms and conditions do you agree in a contract for SAP Sales and Service Cloud Version 2?
Choose the correct answer.
Service Level Agreement
Control of Employee Responsible Assignments
Influencer Stories
Apps in SAP Build
6.
Which system setting can you use in the Standard to control an automatically log out?
Choose the correct answer.
Maintain the time for Auto Sign Out
Use the Content Security Policy for CSS Cross Site Scripting
Maintain an iflow
Define a page Layout for e specific business role