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Implementing and Using SAP Service Cloud Version 2
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Configuring Communication Channels
Exploring SAP Service Cloud Version 2
Introducing SAP Service Cloud Version 2 and its New Features
15 min
Initial Engagement, Service Operations and Field Service
10 min
Using AI in SAP Service Cloud Version 2
10 min
Understanding the Customer Service Process
10 min
Understanding the Customer Service Tools and Supporting Resources
30 min
Quiz
Starting Implementation
Defining the Scope
23 min
Getting Ready for Implementation
8 min
Creating Business Roles
18 min
Creating Employees and Business Users for Service
16 min
Tailoring the User Interface for the Business
20 min
Quiz
Performing Master Data Setup
Defining a Service Organization
10 min
Setting Up a Service Organization
13 min
Creating Customer Account Master Data
15 min
Creating Products Master Data
15 min
Quiz
Creating Service Objects
Creating a Registered Product in SAP Service Cloud Version 2
18 min
Creating a Warranty in SAP Service Cloud Version 2
10 min
Using an Installed Base
10 min
Quiz
Setting up Case Management
Creating a Case Type
18 min
Creating the Parties Involved for Cases
6 min
Creating the Statuses for Cases
14 min
Quiz
Configuring Service Elements
Configuring Categories
14 min
Configuring a Service Level Agreement
15 min
Configuring Case Routing
15 min
Quiz
Configuring Communication Channels
Configuring Email
21 min
Configuring Phone
10 min
Quiz
Overviewing SAP Service Cloud Version 2 Integration
Integrating S/4HANA (Cloud and On-Prem)
20 min
Integrating SAP Service Cloud Version 2 with Microsoft Teams
10 min
Integrating AI into SAP Service Cloud Version 2
30 min
Quiz
Exploring SAP Service Cloud Version 2
Introducing SAP Service Cloud Version 2 and its New Features
15 min
Initial Engagement, Service Operations and Field Service
10 min
Using AI in SAP Service Cloud Version 2
10 min
Understanding the Customer Service Process
10 min
Understanding the Customer Service Tools and Supporting Resources
30 min
Quiz
Starting Implementation
Defining the Scope
23 min
Getting Ready for Implementation
8 min
Creating Business Roles
18 min
Creating Employees and Business Users for Service
16 min
Tailoring the User Interface for the Business
20 min
Quiz
Performing Master Data Setup
Defining a Service Organization
10 min
Setting Up a Service Organization
13 min
Creating Customer Account Master Data
15 min
Creating Products Master Data
15 min
Quiz
Creating Service Objects
Creating a Registered Product in SAP Service Cloud Version 2
18 min
Creating a Warranty in SAP Service Cloud Version 2
10 min
Using an Installed Base
10 min
Quiz
Setting up Case Management
Creating a Case Type
18 min
Creating the Parties Involved for Cases
6 min
Creating the Statuses for Cases
14 min
Quiz
Configuring Service Elements
Configuring Categories
14 min
Configuring a Service Level Agreement
15 min
Configuring Case Routing
15 min
Quiz
Configuring Communication Channels
Configuring Email
21 min
Configuring Phone
10 min
Quiz
Overviewing SAP Service Cloud Version 2 Integration
Integrating S/4HANA (Cloud and On-Prem)
20 min
Integrating SAP Service Cloud Version 2 with Microsoft Teams
10 min
Integrating AI into SAP Service Cloud Version 2
30 min
Quiz
Knowledge quiz
It's time to put what you've learned to the test, get 2 right to pass this unit.
1.
Which of the following statements about Computer Telephony Integration (CTI) are correct?
Choose the correct answer.
Live Activity Center replaces Agent Desktop.
Agents must log on to the CTI to receive calls.
You need a mail server for the CTI provider.
SAP Service Cloud Version 2 has native CTI.
2.
Which element is needed to create an email channel?
Choose the correct answer.
Assignment Approval / Owner.
Object to be created.
Link the Agent Desktop.
Assignment Team ID.