Using SAP Service Cloud

In this course you will be able to:

• Identify a use case and the features and processes
• Navigate and personalize the user interface
• Name the steps of the customer service and field service processes
• Manage Customer interaction for the communication channels e-mail and phone
• Explain the use of work distribution rules and service level agreements
• Explain the use of maintenance plans to support the service process
• Perform the daily tasks of a service agent and a technician including processing service tickets
• Identify key built in reports