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