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Implementing and Using SAP Service Cloud Version 2
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Starting Implementation
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 4 right to pass this unit.
1.
Which object can you assign if you create a business user?
Choose the correct answer.
Business Role
Organization
Registered Product
Customer
2.
Which of the following configuration elements belong to the pre-configuration steps?
Choose the correct answer.
Time Zone
Autoflow
Communication Channel
Case Type
3.
Which element can you use to configure SAP Service Cloud Version 2?
Choose the correct answer.
Activate Lead Management
Configure Service Objects
Configure Guided Selling
Activate Resource Scheduler
4.
Which of the following extensibility tools can you use to change the value of a field based on defined conditions?
Choose the correct answer.
Determination Rule
Validation Rule
Adaptation
E-Mail Drafter
5.
Which of the following is one of the main elements of a business role?
Choose the correct answer.
Business User
Employee
Business Services
Organization