Stage 2 : Explore the program curriculum

Learn SAP Service Cloud covering the following topics and functionalities:

1.Service Business Process Overview
2.Key Concepts of SAP Service Cloud
3.System Navigation & User Interface Basics
4.User Management (Users, Teams, Roles, Authorizations)
5.Notification Process (Approvals, Escalations, SLAs)
6.Basic Setup Settings (Scoping, Fine Tuning, Org Structure, Work Distribution)
7.Master & Reference Data - Service Objects (Accounts, Contacts, Registered Products, Products Categories) - Data Management (Data Migration, Data Workbench, Templates)
8.Service Ticket Management (Creation, Categorization, Activities, Routing, Status Flow)
9.Service Ticket Hierarchy (Parent-Child Tickets, Task & Sub-Ticket Handling)
10.Communication Channels (Email, Phone, Chat, Social Media, Portal Integration)
11.Knowledge Base (Solutions, Articles, FAQ Integration, Intelligent Search)
12.Service Contracts (Entitlements, SLAs, Validity Periods)
13.Service Elements & Notifications (Escalations, Warnings, SLA Breaches)
14.Agent Desktop basic set-up
15.Reporting & Dashboards (KPIs, SLA Performance, Agent Productivity)
16.Personalization (UI Adaptation, Page Layouts, Branding)Activity & Task Management (Follow-ups, Appointments linked to Tickets)
17.Approvals & Workflows (Ticket escalations, service credits, exceptions)
18.Integration Basics (ERP, FSM, Knowledge Management Systems, Outlook/Teams)
19.End-to-End Simulation (Customer query → Ticket → Routing → Resolution → Reporting)