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| Topic Areas | Topic Details, Courses, Books |
|---|---|
| Basic Setup Settings 8% - 12% | Identify standard implementation methodologies used by SAP for SAP Cloud for Customer implementations. Identify fine-tuning timeline and dependencies in the context of the overall project plan, and the ways to tailor the solution by checking and adjusting the predefined settings to meet the customer’s business requirements. |
| Communication Channel and Knowledge Base 8% - 12% | Communication channels for Service Tickets. Knowledge Base in SAP Service Cloud. |
| Service Elements and Notification 8% - 12% | Setup Service Levels, Categories and define Work Distribution rules for Service Process. Set up a notification process and configure conditions and actions for workflows. |
| Service Business Process 8% - 12% | Identify the different Service Processes and their capabilities. Explain Time Recording and Fulfillment in Service Tickets. |
| Service Objects > 12% | Explain Registered Products & their usage in Service Tickets. Explain Installed Base & its usage in Service Tickets. Explain Warranty Management & its usage in Service Tickets. |
| Contracts and Ticket Hierarchy < 8% | Explain Contracts & Case Management in Service Tickets. |
| Data Management 8% - 12% | Use data migration templates, troubleshoot data migration issues and understand mass data maintenance. Describe the SAP pre-packaged integration scenarios and optimal project management practices related to system integration. |
| Reporting 8% - 12% | Leverage MS Excel with SAP Cloud for Customer reports, and identify different components of custom reports and interactive dashboards. |
| Maintenance Plan < 8% | Explain Maintenance Plan & its usage in Service Tickets. |
| User Management < 8% | Perform tasks associated with the maintenance of employees, business roles and users, as well as set up data restrictions. |
| Personalization and Extensibility 8% - 12% | Identify how to use personalization and extensibility, including mashups and custom business objects. |
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| Section | Objectives |
|---|---|
| Service Business Process | - Service Process Operations
|
| Reporting & Analytics | - Reports and Dashboards
|
| Additional Functional Areas | - Contracts, Ticket Hierarchy & Maintenance
|
| Service Objects & Core Concepts | - Registered Products and Installed Base
|
| Data Management & Integration | - Data Templates and Migration
|
| Personalization & Extensibility | - Customization Tools
|
| User Management & Administration | - System Access Control
|
| Service Elements and Workflow | - Service Levels and Notifications
|
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