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Implementing SAP Service Cloud
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Configuring Tickets in SAP Service Cloud
SAP Service Cloud Overview
Describing the Features of SAP Service Cloud
17 min
Performing Scoping and Fine Tuning Tasks in SAP Service Cloud
23 min
Performing Adaptation Tasks in SAP Service Cloud
12 min
Quiz
Configuring Tickets in SAP Service Cloud
Enabling Tickets in SAP Service Cloud
20 min
Automatically Assigning Tickets to Responsible Service Teams
15 min
Configuring Service Level Agreements (SLAs) in SAP Service Cloud
15 min
Configuring Skills in SAP Service Cloud
10 min
Configuring Time Recording in Tickets
10 min
Quiz
Configuring Customer Interaction in SAP Service Cloud
Configuring Phone Communication in SAP Service Cloud
15 min
Configuring E-Mail Set Up in SAP Service Cloud
15 min
Configuring Knowledge Base Integration in SAP Service Cloud
15 min
Quiz
Managing Service Objects in SAP Service Cloud
Adding Registered Products to an Installed Base
20 min
Setting up Warranty Management in SAP Service Cloud
15 min
Quiz
Setting up Maintenance Plans and Contracts in SAP Service Cloud
Configuring Maintenance Plans in SAP Service Cloud
20 min
Configuring Service Contracts in SAP Service Cloud
10 min
Quiz
Integrating SAP Service Cloud to Other Solution Areas
Integrating SAP Service Cloud to Other Applications
15 min
Quiz
SAP Service Cloud Overview
Describing the Features of SAP Service Cloud
17 min
Performing Scoping and Fine Tuning Tasks in SAP Service Cloud
23 min
Performing Adaptation Tasks in SAP Service Cloud
12 min
Quiz
Configuring Tickets in SAP Service Cloud
Enabling Tickets in SAP Service Cloud
20 min
Automatically Assigning Tickets to Responsible Service Teams
15 min
Configuring Service Level Agreements (SLAs) in SAP Service Cloud
15 min
Configuring Skills in SAP Service Cloud
10 min
Configuring Time Recording in Tickets
10 min
Quiz
Configuring Customer Interaction in SAP Service Cloud
Configuring Phone Communication in SAP Service Cloud
15 min
Configuring E-Mail Set Up in SAP Service Cloud
15 min
Configuring Knowledge Base Integration in SAP Service Cloud
15 min
Quiz
Managing Service Objects in SAP Service Cloud
Adding Registered Products to an Installed Base
20 min
Setting up Warranty Management in SAP Service Cloud
15 min
Quiz
Setting up Maintenance Plans and Contracts in SAP Service Cloud
Configuring Maintenance Plans in SAP Service Cloud
20 min
Configuring Service Contracts in SAP Service Cloud
10 min
Quiz
Integrating SAP Service Cloud to Other Solution Areas
Integrating SAP Service Cloud to Other Applications
15 min
Quiz
Knowledge quiz
It's time to put what you've learned to the test, get 4 right to pass this unit.
1.
You want to use Time Recording in Tickets. Which of the following statements are correct?
There are two correct answers.
You create the Time Entry directly in the Ticket.
You need to activate approval for time entries.
Ensure that service agents have access to the Time Recording work center.
Time Reports needs to be mandatory activated.
2.
Which parameters influence, or define, what reaction time should be derived from the Service Level Agreement and assigned to a Ticket?
There are two correct answers.
Maintenance plan
Priority
Sales contract
Document types
3.
To enable the usage of Tickets in your service process, which of the following actions are necessary?
There are two correct answers.
Activate the option "Service Request Management" in scoping.
Grant authorization for the "Ticket" object.
Define in Fine tuning, a new Document Type for a customer support ticket.
Activate the Ticket hierarchy in Fine tuning.
4.
Which configuration settings are responsible for determining the processing Team for a Ticket?
There are two correct answers.
Determination rules of Involved Parties
SLA determination
Party roles
Delegation rules
5.
Which of the following objects allow you to assign or use Skills?
There are two correct answers.
Tickets
Registered Products
Appointment
Realignment runs