SAP SERVICE CLOUD FUNCTIONAL

10+ Years of Experience 

·       In-depth knowledge of CRM business processes in Service Cloud Utilities Call Center solution.

·       Hands-on experience in service Cloud module implementation

·       Hands-on experience with SAP Utilities Customer Service processes

·       MIMO process

·       Address management

·       Utilities exception management

·       BMD and TMD

·       Customer Inquiries, Interactions and Requests

·       Exposure to SAP service cloud implementation methodology and deployment options

·       Design and configuration know-how (focus on design of ticket management process)

·       Experience in conducting requirements gathering workshops and solution design

·       Experience on scoping and Fine-tuning the SAP C4C solution

·       Experience in Key user tools and screen adaptations

·       Experience in creation of Org structure and customer data

·       1Exposure to Integration set up with various SAP and non-SAP systems

·       Experience in customizing and tailoring the reports as per customer requirements

·       Management of the design and requirement gathering workshops with the customer.

·       Drive the key activities of SAP Service cloud implementations, integrating to backend ISU (ECC 6).

·       Create functional specifications and work with technical consultants on application customization Work with integration SME on connection between Service Cloud and back-end ISU environment.

·       Familiar with the integration between the utility (Elec and Gas) industry's C4C Service Cloud and SAP ISU using CPI and SAP business processes