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C4C14: SAP Hybris Service Cloud

COURSE OBJECTIVES

In this course you will learn how to implement SAP Hybris Service Cloud. This will include configuration of service processes, including topics such as business process configuration, warranty management, registered products, and service levels.

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 Hybris Service Cloud
  • Explain and set up Service Levels, Categories and Work Distribution
  • 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 and Time Recording 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

 
Price: €1,330 per person

Dates

  • Please contact us regarding scheduling – 2 Day course

 
SAP_Partner

TARGET 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

Recommended

  • SAP Hybris Cloud for Customer functional experience
Notes

Course based on software release

  • SAP Hybris Cloud for Customer 1708
Course Outline
  • Introduction to SAP Hybris Service Cloud
    • Describing the Functional Capabilities of SAP Hybris Service Cloud
  • Communication Channels
    • Explaining the Different Communication Channels that are Supported in SAP Hybris Service Cloud
  • Service Levels, Categories and Work Distribution
    • Explaining Service Levels, Categories and Work Distributions
  • Knowledge Base
    • Understanding Knowledge Base Functionality in Service Tickets
  • Registered Products and Installed Base
    • Explaining Registered Products and Installed Bases
  • Warranty Management
    • Explaining Warranty Management in Tickets
  • Maintenance Plans
    • Explaining Maintenance Plans in Tickets
  • Resource Scheduling and Time Recording
    • Explaining the Role of Resource Scheduler and Time Recording in Tickets
  • Contracts
    • Understanding Service Contracts in SAP Hybris Service Cloud
  • Templates and Reporting
    • Explaining Response Templates and Their Determination in Tickets
  • Case Management
    • Understanding Case Management in SAP Hybris Service Cloud
  • SAP Enterprise Resource Planning (ERP) Integration
    • Explaining SAP Hybris Cloud for Customer Work Ticket Integration with SAP ERP
  • SAP Hybris Service Cloud – SAP Hybris Commerce Cloud
    • Explaining the Integration Capabilities of SAP Hybris Commerce Cloud with SAP Hybris Service Cloud
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