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