This lesson aims to introduce you to essential tools across three main areas - Communication, Service Operations, and Integrated Services.
In the Communication segment, we'll explain how SAP Service Cloud Version 2 streamlines the intake, processing, resolution, response, closure, and management of customer cases across multiple channels such as Website and Online Forms, Phone, Email, Live Chat, and IoT.
In Service Operations, you will learn about effective tools for case routing, including Service Level Agreements, Categories, and Work Distribution. You'll also gain insights into how to use the Knowledge Base and analytics to improve customer service.
Moving to Integrated Services, we will explore how to enhance the capabilities of SAP Service Cloud Version 2 through integration with other applications like S/4HANA Service Order, Cloud Integration (CI), Mobile App, and SAP Analytics Cloud.
Finally, we will direct you to helpful resources like the SAP Help Portal and others for additional information and understanding of functionality. All these features combined will support you in creating a seamless and effective customer service process with SAP Service Cloud Version 2.
Support Tools for the Customer Service Process
Incoming service requests need to be recorded and processed. In SAP Service Cloud Version 2, these recorded requests are called cases. The tools that support receiving, recording, processing, and managing cases are divided into three areas:
- Communication.
- Service Operations.
- Integrated Services.
Communication: Supporting Tools
The service process begins with communication. To ensure smooth and efficient engagement throughout the service, customers should be provided with a variety of communication channels to choose from. Here is a list with brief descriptions of what is offered in Service Cloud Version 2:
Website and Online Forms
The website offers customers easy access to information about your services, along with the ability to request help and give feedback through online forms.
Phone
Customers have a dedicated phone line to speak with a representative for questions, making appointments, or seeking help. Additionally, with integration with a CTI (computer telephony interface), representatives receive details of incoming calls before answering. For calls from existing customers, this allows the representative to review their information beforehand.
Email
In SAP Service Cloud Version 2, you can provide a service email address for customers to contact the business. This channel enables written communication, allowing customers to share detailed information if they choose.
Live Chat
You can add a live chat feature to your website, allowing customers to have real-time conversations with support representatives. This offers quick responses and boosts customer satisfaction.
IOT
IoT (Internet of Things) is a supported communication channel. IoT refers to the network of physical objects that can communicate with your systems because they are embedded with sensors, software, and connectivity capabilities to collect and exchange data. For example, one of your products could have a wireless device that contacts your company for a service based to an internal monitoring device that your company set up, such as an exercise bike that tracks mileage.
Service Operations: Supporting Tools
SAP Service Cloud Version 2 offers tools for service operations to assist with: efficiently routing incoming communications and queries to the appropriate destinations; providing quick reference for researching and communicating about products, services, and related issues in response to these inquiries; and analyzing and reporting on service performance to identify areas for improvement as needed.
Service Level Agreements or SLAs
These are scheduled agreements with customers for service within a specified time frame.
Categories
SAP Service Cloud Version 2 lets you classify and organize cases based on your chosen criteria, such as technical support, billing inquiries, and more.
Work Distribution
Work Distribution is a set of rules that automatically route cases based on information such as the customer name, geographic region, service level agreement, category, status, or other relevant details.
Knowledge Base (KB)
You can connect an external Knowledge Base with SAP Service Cloud Version 2. A knowledge base serves as a resource for your agents to quickly search for information related to their cases and attach articles to their responses to customers if needed.
Integrated Services: Supporting Tools
These customer service process support tools for integrating information with other applications include:
S/4Hana Service Order
Real-time Integration with SAP S/4HANA Cloud using Mash Up events to create a Service Order in SAP S/4HANA Cloud.
Cloud Integration (CI)
SAP S/4HANA with Cloud Integration (CI) including prebuilt adapters to connect objects like:
- Business partner and relationships.
- Products and registered products.
- Installation points.
Mobile
Access the application anywhere.
SAP Analytics Cloud (SAC) is an integrated Software-as-a-Service (SaaS) solution designed to support business intelligence (BI) and can be integrated with SAP Service Cloud Version 2 and other SAP applications. The main features and benefits include;
- Data Analytics.
- Predictive Analytics.
- Embedded Analytics (Integration with other Solution).
*Additional Licenses are necessary.
Analytics and Reporting
Analytics and Reporting for Customer Service Process Monitoring and Improvement are integrated into SAP Service Cloud version 2. You can utilize the pre-built dashboards or create your own. More -advanced, enterprise-level reporting can also be achieved by connecting SAP Service Cloud with SAP Analytics Cloud SAP Analytics Cloud | SAP Community
Supporting Resources
When it comes to finding information and resources related to SAP Service Cloud Version 2, there are several options available. Here are the most useful resources:
| | |
|---|
| SAP Help Portal | Source for Documentation and Guides. |
| Built-In-Support | Source for Incidents and Community Access. |
| SAP Learning Videos | SAP Micro Learning Videos are short, targeted online tutorials designed to teach users about specific aspects of SAP products, software, and technology. |
SAP Help Portal
With SAP Help Portal for SAP Service Cloud Version 2, the administrator has a comprehensive resource for system implementation and usage. The portal includes guides and documentation for:
- Features.
- Set-up.
- Integration.
- Releases (What's New).
Note
Access the SAP Service Cloud Version 2 SAP Help Portal here.
Built-In-Support
With the activation of the Built-In-Support from the headset icon on their user menu, for example, users can create and track incidents. The search field allows for keyword searches and free text input. Documentation can also be accessed in Built-in-Support, as it can in the SAP Help Portal for Service Cloud. You can access learning content from Built-in-support too.
