SAP Service Cloud Implementation
Unit 1
Following a Day in the Life of the Service Agent
3 Lessons
4 hrs 20 mins
After completing this unit, you will be able to:
- Identify an example case for using SAP Service Cloud
- Describe the Features of SAP Service Cloud
- Recognize the Customer Service Process
- Name the Steps of the Field Service Process
- Navigate the User Interface
- Use Personalization
- Determine the priority of service tasks
- Identify the daily tasks of the business user
- Perform adaptation tasks
- Create a mashup
- Perform scoping tasks to configure SAP Service Cloud
Unit 2
Managing Customer Interaction
2 Lessons
3 hrs 35 mins
Unit 3
Configuring Ticket Routing
2 Lessons
50 mins
Unit 4
Following a Day in the Life of a Field Service Technician
2 Lessons
1 hr 40 mins
Unit 5
Managing Objects to Support the Service Process
3 Lessons
3 hrs 25 mins
Hands-on practice in a live SAP software environment
Work with fully configured live SAP software environments to carry out class exercises, cross-train, and experiment.
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