SAP Service Cloud Version 2 Utilities Add-on enables your service organization to run service processes efficiently through a new case management framework with a flow builder and runtime engine.
The solution automates email communication through automatic email creation, categorization, prioritization, and routing to the right agent. Support your customers with an omni-channel experience on a modern agent desktop. Each synchronous or asynchronous communication item appears in a dedicated area in the agent desktop. This area provides the main functions that the agent needs to interact with customers.
The solution helps you to optimize call center operations using modern customer engagement tools for service processes. The utilities are fully integrated SAP S/4 HANA and supports seamless transition between the different support channels.
The focus is inclusive of the following utilities industry segments that classifies as sectors within the Utilities:
- Electricity – Includes the generation, trading, transmission, distribution, retail, metering, and customer care segments of electricity providers.
- Gas – Includes the distribution, metering, retail, and customer care segments of end-use natural gas providers.
- Water – Includes the supply, treatment, distribution, metering and customer care segments of water and waste water providers.
Global Search
Global search allows you to search through the entire solution. After clicking the search bar, located at the top of the screen, you can choose to do a simple or advanced search. You can search for a term without specifying any details, or you can search in all categories, or you can specify a specific category. The system displays a list of all the previously searched terms.
Currently, the available entities for search are:
- Cases
- Individual Customers
- Installed Bases
- Registered Products
- Installation Points
- Library
- Accounts
- Contract Accounts
- Premises
Master Data Integration with SAP S4HANA-ISU – iFlows
Contract Account
You can launch the contract account quick view by clicking the Contract Account External ID and view the key information regarding contract account prior opening in the detail view.
On quick view screen, you can view the following information:
- Header: Shows Contract Account Name, ID, Incoming Payment Method, and Contract Account Category.
- Security Deposit: Shows the deposit amount due and the paid by the customer.
- Collective Contract Account: Shows collective contract account tied to the contract account.
- Premise: Shows all the premise associated with the contract account.
- General Information: Shows other information such as Category, Account Determination ID, and so on for the contract account.
Premise
You can launch the premise quick view by selecting the Premise External ID and view the key information regarding premise prior opening in the detail view.
On quick view screen, you can view the following information
- Header: Shows premise address, premise type, and owner for premise.
- Current Customers: Shows the active, moving in and moving out customers for premise.
- Services: Shows all the active services for premise.
- General Information: Shows other information such as External ID, Street, District, and so on of the premise.