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Designing & Configuring Service Processes in SAP Service Cloud Version 2
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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