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Designing & Configuring Service Processes in SAP Service Cloud Version 2

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Designing & Configuring Service Processes in SAP Service Cloud Version 2

Overview

In this live session, we will discuss the end to end service process along with scenarios that include service quotes and/or orders. 

Learning objectives

After participating in this live session, you will understand: 

  • End-to-End Customer Service process 
  • Case and Case Designer (modelling a service process into system configuration)
  • Basic service concepts (Service Categories, Service Level Agreements, Routing etc.)
  • How SAP Service Cloud Version 2 helps the agent handle cases (Case Intelligence) 
  • Handling service quotes and/or orders (for out of warranty scenarios)

Your current experience in this topic

Beginner

Intermediate

Advanced

Roles

Consultant, Business User, Architect, Administrator

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