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Implementing and Using SAP Service Cloud Version 2
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Configuring Service Elements
Exploring SAP Service Cloud Version 2
Introducing SAP Service Cloud Version 2 and its New Features
15 mins
Initial Engagement, Service Operations and Field Service
10 mins
Using AI in SAP Service Cloud Version 2
10 mins
Understanding the Customer Service Process
10 mins
Understanding the Customer Service Tools and Supporting Resources
30 mins
Quiz
Starting Implementation
Performing Master Data Setup
Creating Service Objects
Setting up Case Management
Configuring Service Elements
Configuring Communication Channels
Overviewing SAP Service Cloud Version 2 Integration
Knowledge quiz
It's time to put what you've learned to the test, get 3 right to pass this unit.
1.
Which object do you need to use Service Level Agreements in Cases?
Choose the correct answer.
Milestones.
Party Role.
Status Schema.
Service Teams.
2.
What is the purpose of service categories in Cases?
Choose the correct answer.
To allow for reporting, SLAs, and responsible determination.
To automatically determine warranties.
To create Registered Products
Categories can be used for classifying interaction object tasks
3.
When maintaining a new routing rule, administrators are allowed to?
Choose the correct answer.
Use custom fields for condition attribute
Copy existing rules.
Use auto flow within rules.
Add or remove active input columns.