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Course Code: IVC/C4C14
Course Name: SAP Hybris Service Cloud
Time: 0930 - 1700
Duration: 2 days
Course Fee: HKD 10,000
Location: Lai Chi Kok

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 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 Tick
  • Explain and maintain the role of Resource Scheduler & Time Recordin 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

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

Course based on software release

  • SAP Hybris Cloud for Customer 1708

Content

  • 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