Course announcements

  • 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.

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
  • C4C10 course or C4C10E course 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