Creating Customer Account Master Data

There are two main types of customers: business or company customers (accounts) and individuals. Each is a different account type: account and individual customer. Businesses or companies usually have multiple contacts, which leads to the contact account type.

Account - B2B (business to business) relationship

This customer is the sold-to party in business transactions. Each account can have one or more contacts associated with it.

Contacts - B2B (business to business) relationship

Contacts are the individuals associated with the customer account that we do business with. All calendar invites and email correspondence related to an account are sent through Contacts.

Contacts:

Contacts are individuals inside or outside the customer‘s organization who play a key role in that customer’s business decisions and/or processes. Contacts are assigned through business partner relationships with an account. In many cases, contacts are involved in business processes like activities and Cases. A contact can have relationships with multiple accounts. You can create new contacts for a customer account or add existing contacts to it. Contacts can be synchronized with SAP S/4HANA.

Individual Account B2C (business to customer) relationship

An individual account is when a person purchases a product or service for themselves, not on behalf of any other company.

The company's Account Number is highlighted, and the image above shows the account team's name and addresses.

An Individual Customer's information is highlighted, showing the account team name and addresses in the image above.

Customer information or account details is a broad term. Therefore, in SAP Service Cloud Version 2, there is a range of account master data you can include when creating account master data objects, such as:

• Customer ID: This is a unique identifier assigned to each customer within a system or database. It helps in identifying and differentiating customers.
• Role: This is how you want to refer to your customer. For example, is a person a customer or still a prospect? You can use role to tell the difference.
• Address data: This includes the customer's physical or mailing address, typically encompassing details such as street address, city, state or province, postal or zip code, and country.
• Account Team Members: The individuals responsible for managing and supporting a specific customer account.
• Communication Data: This can include email, phone call records, meeting notes, or any other form of communication.
• Sales Area Data: This data offers details about assignment to a sales organization.
• Timeline: The timeline indicates the sequence of events or activities related to the customer in chronological order.
• Transactional Data: Transactional data includes records of specific transactions or activities conducted with the customer, such as Cases or tasks.

The Timeline tab provides an overview of all engagement activities with a customer. You can filter interactions by time periods such as current week, last 30 days, last 6 months, last year, or all time.

The Account Synopsis generates tailored information that enhances sales team’s understanding of the account’s needs and increases the likelihood of successful sales conversion (this feature requires Premium AI Units).

In this video, Sabine, the service agent, demonstrates how to create a new account (Bike Inc) and assign a new contact (William Brooke) in SAP Service Cloud Version 2.

Video Summary

1. Navigate to the Accounts section and create a new account named "Bike Inc."
2. Set the account role to "Customer" and select "Account A" from the ABC Classification list.
3. Enter demographic details, including the address, country (United States of America), state (Illinois), and language (English).
4. Save and open the account, then create a new contact named William Brooke, setting contact permissions to "Allowed."
5. Assign the function "Purchasing Manager" to the contact and refresh to view the newly created contact in Service Cloud Version 2.