Goals

  • This course will prepare you to:
    • Translate customer business needs to best practice business scenarios in SAP Hybris Service Cloud
    • Set up and configure the solution to manage SAP Hybris Service Cloud business processes
    • Describe the integration scenarios available with SAP Hybris Service Cloud
    • Demonstrate SAP Hybris Service Cloud reporting capabilities
    • Describe integration scenarios of SAP Hybris Service Cloud with SAP Hybris Commerce Cloud
    • Explain the different communication channels that are supported in SAP Hybris Service Cloud
    • Explain and set up Service Levels, Categories and Work Distributions
    • Understand knowledge base functionality in Service Tickets
    • Explain and set up Registered Products and Installed Bases
    • Explain and set up Warranty Management and maintenance plan in Tickets
    • Explain and maintain the role of Resource Scheduler & Time Recording in Tickets
    • Understand Service Contracts in SAP Hybris Service Cloud
    • Configure and Explain Visit planning in tickets
    • Explain Response templates and its determination in Tickets
    • Explain SAP Hybris Cloud for Customer Work Ticket integration with ERP

Audience

  • Application Consultant
  • Business Analyst
  • Business Process Architect
  • Business Process Owner / Team Lead / Power User
  • Enterprise Architect
  • Industry Specialist
  • Program / Project Manager
  • Solution Architect
  • System Administrator
  • Trainer
  • User

Prerequisites

Essential

  • CRM/Service domain knowledge
  • C4C10course orC4C10Ecourse or equivalent knowledge

Recommended

  • SAP Hybris Cloud for Customer functional experience

Course based on software release

  • SAP Hybris Cloud for Customer 1702

Content

  • Introduction to SAP Hybris Service Cloud
  • Communication Channels
  • Service Levels, Categories and Work Distribution
  • Knowledge Base
  • Registered Products & Installed Base
  • Warranty Management
  • Maintenance Plan
  • Resource Scheduling and Time Recording
  • Contracts
  • Visit Scheduler
  • Templates and Reporting
  • Case Management
  • ERP Integration
  • SAP Hybris Service Cloud – SAP Hybris Commerce Cloud Integration