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Implementing and Using SAP Service Cloud Version 2
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Exploring SAP Service Cloud Version 2
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 5 right to pass this unit.
1.
Which of the following is a main feature of SAP Service Cloud Version 2?
Choose the correct answer.
Channel Orchestration
Lead Management
Side-by Side Extensions
Relationship Intelligence
2.
How can you create an Incident in SAP Service Cloud Version 2?
Choose the correct answer.
By creating a Case
By creating a Ticket
Using an email to SAP Cloud Support
Using Built-In Support
3.
Which of the options reflects a core capability in SAP BTP?
Choose the correct answer.
Prepacked Content (CI)
Autoflow
Case Designer
Field Adaptation
4.
What service process support tool can be used to control the speed of response in SAP Service Cloud Version 2?
Choose the correct answer.
Case Management
Phone Call
Service Level Agreement
Incident
5.
Which of the following element is essential to manage the service process?
Choose the correct answer.
Use the Resource Scheduler in SAP Service Cloud Version 2
Create a Knowledge Article
Execute a Customer Satisfaction survey campaign regarding solved Cases
Initiate Interaction through a channel
6.
Which feature of AI can you use in SAP Service Cloud Version 2?
Choose the correct answer.
Generation of Apps
Sentiment Analysis
Data Workbench
Mash up Authoring