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SAP C4C14 - SAP Hybris Cloud for Service

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SAP C4C14 - SAP Hybris Cloud for Service

  1. 1. C4C14 Collection: 95 SAP Hybris Cloud for Service Material number: 50134424 0
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  3. 3. Welcome! Duration: 2 days Name, Company, and Location What’s your experience with SAP Hybris Cloud for Service? • None • I’ve seen dem os • I’ve used it • I’ve im plem ented it • Have you A ttend ed the C 4C 10 course? What are the top 1 or 2 things you hope to take away from this class? © 2016 SAP SE or an SAP affiliate company. All nghts reserved © SAP SE C4C14 2
  4. 4. Course Audience • Project Managers • Application Consultants Systems Administrators • Key Users © 2016 SAP SE or an SAP affiliate company. All nghts reserved 0 © SAP SE C4C14 3
  5. 5. Course Objectives After completing this course, you will be able to: • Translate customer business needs to best practice business scenarios in SAP Hybris Cloud for Service • Set up and configure the solution to manage SAP Hybris Cloud for Service business processes Describe the integration scenarios available with SAP Hybris Cloud for Service • Demonstrate SAP Hybris Cloud for Service reporting capabilities • Describe integration scenarios of SAP Hybris Cloud for Service with Hybris Commerce © 2016 SAP SE or an SAP affiliate company. All rights reserved © SAP SE C4C14 4
  6. 6. Table of Contents (1) v Unit 1 - Introduction to SAP Hybris Cloud for Service Unit 2 - Communication Channels Unit 3 - Service Levels, Categories & Work Distribution s Unit 5 - Registered Products & Installed Base ------------------ ------------------------------ /* Unit 6 - Warranty Management r Unit 7 -Maintenance Plan v Unit 4 - Knowledge Base — Unit 8 -Resource Scheduling & Time recording © 2016 SAP SE or an SAP affiliate company. All rights reserved © SAP SE C4C14 5
  7. 7. Table of Contents (2) Unit 9 - Contacts /" Unit 10-Visit Scheduler V f ------------------------------ Unit 11 - Templates & Reporting — Unit 12-Case Management L--------------------------------------- / ----------------------------------- Unit 13-ERP Integration s___________________________ Unit 14- SAP Hybris Cloud for Service - Hybris Commerce © 2016 SAP SE or an SAP affiliate company. All rights reserved 0 © SAP SE C4C14 6
  8. 8. Agenda and Introductions Introduction to SAP Hybris Cloud for Service Communication Channels Service Levels, Categories & Work Distribution Knowledge Base Registered Products & Installed base Exercises 1-7 eview of Day 1 Warranty Management Maintenance Plan Resource Scheduling and Time Recording Contracts Templates & Reporting Visit Scheduler Case Management ERP Integration SAP Hybris Cloud for Service - Hybris Commerce Exercises 8-15 © 2016 SAP SE or an SAP affiliate company All rights reserved © SAP SE C4C14 7
  9. 9. 3 @ © ° a O _ £>®©> © O 0 °@ °© ® @ © O © a o o o © © © Unit 1: Introduction to SAP Hybris Cloud for Service CAD 0 © SAP SE C4C14 8
  10. 10. Learning Objectives After completing this lesson, you will be able to: • Articulate the functional capabilities of SAP Hybris Cloud for Service • Understand the different processes in SAP Hybris Cloud for Service Locate the resources available to support SAP Hybris Cloud for Service including SCN Community and SAP Hybris Cloud for Customer on YouTube © 2016 SAP SE or an SAP affiliate company. All rights reserved © SAP SE C4C14 9
  11. 11. SAP Hybris Cloud for Customer Portfolio Customer Engagement Public Cloud Solution SAP Hybris Cloud for Sales • Opportunity manage­ ment & insight Account manage­ ment & intelligence Sales performances effectiveness Industry solutions SAP Hybris Cloud for Service • Customer service across every channel: email, web, phone, social, SMS • End-to-end field service SAP Hybris Cloud for Social Engagement a i« it* v$ m - ..ili.ii,. Interaction through social channels Integrated with Facebook, Twitter, Youtube etc. SAP Hybris Cloud for Customer, Starter Edition Simplified Cloud CRM for small teams, with enterprise-grade capabilities End-to-end field service Enterprise Small Team m - f ffiimwfffmffl© 2016 SAP SE or an SAP affiliate company. All nghts reserved f • • • • © SAP SE C4C14 1 0
  12. 12. SAP Hybris Cloud for Service Omni-Channel Service • E-Mail • Phone (CTI) • Chat ■ SMS “I• — ■ Web self-service portal • Branded communities ■ Social Media* (Twitter, FB) Analytics ------------, = i i ■ : i i • Real-time service performance with pre­ built dashboards • Embedded reports response times, handle times, priority and escalation trends ' V * .' •» ' M o b ility ----- - • Manage service &work requests on iPad - anytime, anywhere Solution Finder ■ ■ i SAP Knowledge Central by j Mindtouch ■ j Integrate with existing i knowledge base ■ i Context-sensitive recommendations ■ Easily share content with customers ----- Productivity ■ E-mail Response Management • Routing and escalation rules • Workflow ■ Service Request Management ■ Field Service Execution ■ Deal desk execution ■ Employee Help Desk — Integration ■ Native integration with SAP ERP and SAP CRM ■ Open API ’ Social Media channels with SAP Hybris Cloud for Social Engagement*• • SAP Hybris Cloud for Service management is Software as a Service solution, offered on very user friendly User Interface • Offered on SAP In-Memory Platform HANA for ultrafast real time processing and Analytics • Offers easy and Guided configuration with a Business Adaptation Catalogue • Offers Installed Base Maintenance and it’s display on Service Tickets • Offers Complaint management functionality which integrated SAP Hybris Cloud for Customer tickets with ECC orders • Offers maintenance plans management for preventative service process • Offers native Service scheduling functionality or integration with MRS for this function • Offers powerful Service Ticket Management functionality with following features: -> Ticket document types ->Ticket life cycle management ->Ticket Partner determination Offers integration of Service Ticket Management with SAP ERP with following powerful features: • Planned and the actual consumption of parts can be entered in Service Tickets and replicated to SAP ERP • Supports the part consumption from Technician stock • Supports advanced shipment process and shipment of parts to customer consignment stock • Supports parts consumption and return to customer consignment stock • Offers routing of service tickets to service agents for immediate ticket resolution and effective service SLA management Offers following customer touchpoints to record service tickets: • Email- Outlook or lotus nodes • Facebook • Twitter • Computer Telephony Integration (Contact Center) • Mash-up- Web service as a channel Offers contextually relevant service ticket management by creating service tickets from customer comments on Social media channels like Facebook or Twitter n Offers sentiment analysis for Service ticket prioritization
  13. 13. SAP Hybris Cloud for Service ILgJI O (2) £ 7 ^ 01U □ o Q WEB MOBILE SOCIAL EMAILS SMS INTERNET OF THINGS CHAT CALL CENTER ° lMsN™ ? E | self-service SOCIAL SERVICE SERVICE ORDER MANAGEMENT RESOURCE 1 SCHEDULING | CUSTOMER SERVICE FIELD SERVICE KNOWLEDGE j SOCIAL COLLABORATION SALES ANALYTICS SAP HANA CLOUD PLATFORM UNIFYTHE CUSTOMER VIEW Develop a holistic customer view and enable complete context CLOSED LOOP ENTERPRISE PROCESSES End-to-end integrated process automation OPEN FRAMEWORK Leverage existing solutions, partners, or build your own © 2016 SAP SE or an SAP affiliate company. A l rights reserved SAP Hybris Cloud for Service is designed to “WOW” the customer, the customer service agent, and the field service technician. Delivering core customer service in the cloud, SAP Hybris Cloud for Service and SAP Hybris Cloud for Social Engagement offer intuitive service ticket solutions across any channel, rich service analytics, and seamless integration with your existing knowledgebase as well as your ERP and CRM systems. It also covers: Omni-Channel Service - E-mail - Phone (CTI) - Web self-service portal - Chat - Branded Communities - Social Media * Productivity - E-mail response management - Routing and escalation rules Knowledge base - Integration with existing knowledge base - Context-sensitive recommendations - Easily share content with customers Collaboration - Contextual social collaboration with integrated feed Analytics - Real-time service performance with pre-built dashboards - Embedded reports response times, handle times, priority and escalation trends Mobility - Manage service requests on iPad - anytime, anywhere Integration - Native integration with SAP ERP and SAP CRM - Open API 0 12
  14. 14. Customer Service Capabilities in SAP Hybris Cloud for Service SAP Hybris Cloud for Customer INTEGRATION ACCOUNTS & 1 iKini/im iai = 1 EMPLOYEES | PARTNERS PHONE EMAIL SMS WEB CHAT SOCIAL LU —1 o TICIKET > z > I- -< 5 RESPONSE 1 FEEDER I (w Templates) OLUTION FINDER INTERACTI LOG ION I SOCIAL 1 COLLABORATION -H O CO CATEGORIES SERVICE LEVELS TASKS & SURVEYS WORKFLOW NOTIFICATIONS ROUTING & ESCALATION HYBRIS COMMERCE SAP ECC INDUSTRIES © 2016 SAP SE or an SAP affiliate company. All rights reserved 0 © SAP SE C4C14 13
  15. 15. Customer Service Process 1. Incoming Communications-The process usually begins with an incoming customer communication, which means the ability to support different communication channels of contact. 2. Processing-Afterthe customer contact, certain steps are applied either automatically by the system or manually by some roles in the customer service organization to make sense of the customer communication and create the relevant context. 3. Resolve Issue - A critical step in the overall process of course is actually resolving the item that caused the customerto contact the organization in the first place. 4. Response-Afterthe agent has completed the steps needed to resolve or attempt to resolve the customer issue, the system has flexibility of responding either in the original communication method or switching to a new more appropriate communication method. 5. C lo se-A s with most other processes, this is typically the point where individuals, managers or teams can reflect on whether the process can be improved. The system supports this process through analytics that instrument the entire processto provide feedback to the organization on how they are executing to their own performance goals or benchmarks. © 2016 SAP SE or an SAP affiliate company. All rights reserved © SAP SE C4C14 14
  16. 16. Field Service Capabilities in SAP Hybris Cloud for Service SAP Hybris Cloud for Customer SAP ECC m O 5 ACCOUNTS& CONTACT PERSON WARRANTY SERVICES & PARTS SERVICE LEVEL AGREEMENT INSTALLED BASE & REGISTERED PRODUCTS CONTRACT MEASUREMENTS & MEASUREMENT READINGS MAINTENANCE PLAN WORK TICKET RESOURCE SCHEDULER SERVICES PARTS TIME EXPENSES PRICING & COVERAGE PRODUCT LISTS TIME ENTRY & TIME REPORTS SURVEYS TASKS WORKFLOW APPROVAL WORKFLOW ROUTING RULES > Z >i— <H O(/) INTERNAL ORDER BILLING REQUEST ADVANCE SHIPMENT TECHNICIAN STOCK TIMESHEETS CONTRACT © 2016 SAP SE or an SAP affiliate company. All rights reserved*• When it comes to Field Service technicians, several key ingredients make them stand out and deliver a positive service experience - and again, I’m sure we’ve all experienced this ourselves, good and bad. First, it’s all about assigning the right technician to the right job, factoring in all sorts of constraints (assets, skills, etc) and SLA compliance • Next, the technician has to know everything relevant about the customer. This raises the chances that the job can be done the first time. • Ultimately, when spare parts are required to complete a service job, the technician must be able to look up inventory information and order spare parts right from his smart device on the job. © SAP SE C4C14 15
  17. 17. Field Service Process 1. Identify Needs - The need to perform service work can originate in two ways. The first is as part of a planned or preventative maintenance process, which could be stipulated in a maintenance contract. The second is a reactive or corrective maintenance or repair process initiated either by a customer request directly through a contact center, a technician already onsite or through sensors in intelligent equipment. 2. Prepare -T h e preparation process is where the system and a person validate the need for work; define exactly what needs to be performed and what will be required to do the work. That is the assignment of a person and any necessary tools and spare parts and the scheduling of when and where the work will be done based on availability. 3. Logistics- The logistics process is the point at which either, the item to be repaired is sent back to a repair facility, or a field technician is scheduled and sent to the site where the work needs to be done. 4. Perform W ork-The work could be performed at the customer's site or at a repair depot. 5. Wrap-up and financial-This refers to the steps required to confirm to the service organization and ultimately the customerthat the repair work was performed, original issue is resolved, and if necessary, starts the financial accounting processes for the costs of the hours and parts expended on the service work, and if relevant, billing the customer or third-party. © 2016 SAP SE or an SAP affiliate company. All rights reserved Service and repair processes are oriented around processes involving technicians maintaining or repairing products or equipment for customers. It may be work requested by a customer when a product or equipment owned by the customer has a problem, or it may be regular maintenance or service delivered by the manufacturer or a dealer. With a focus on high customer satisfaction while maximizing efficiency to continually drive down the costs of delivery and even grow service business profitability. © SAP SE C4C14 16
  18. 18. End-to-End Field Service Management r 1 QUOTE & SERVICE CONTRACT OMNI-CHANNEL CUSTOMER SERVICE TECHNICAL & REMOTE SUPPORT PLANNING & RESOURCE SCHEDULING FIELD SERVICE EXECUTION & CONFIRMATION FINANCE, LOGISTICS & ANALYTICS m & £ Parts <D Manage Omni-channel Routing, queuing Planned labor confirmation, Billing customer support and escalation and parts ordering and Cost allocation installations Service ticket Social Planned tasks returns and revenue contracts and handling collaboration and and checklists Time Recording recognition maintenance plans Knowledge management Approval workflow Warranty, real-time communications Advance shipment of parts Optimize schedule and resource aeeinnmont and Expenses Visit reports and customer signature Parts logistics Real-time reporting and KPI’s Contract and SLA determination © 2016 SAP SE or an SAP affiliate company. All rights reserved © SAP SE C4C14 17
  19. 19. QUOTE & SERVICE CONTRACT Manage Customer Installations • Track multiple equipment records for an installation point (location) Track multiple components (parts) for an equipment record • Capture notes, serial numbers, and other installation data associated with an equipment installed at a customer location • Track service history • Replication of functional locations and equipment's from SAP ECC © 2016 SAP SE or an SAP affikate company. A1 rights reserved © SAP SE C4C14 18
  20. 20. QUOTE & SERVICE CONTRACT Manage Customer Installations M easurem ents & Readings • Assign one or multiple measurement logs to registered product, and take measurement readings throughout lifecycle © 2016 SAP SE or an SAP affiliate company. All rights reserved © SAP SE C4C14 19

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