In the following video, we will guide you through one of the key end-to-end service processes: case management, showcasing SAP Service Cloud in action.
You'll discover how SAP Service Cloud can manage service requests through a fully digitalized and omnichannel framework. Leveraging the power of AI, collaboration tools like Microsoft Teams, SAP Service Cloud's robust capabilities, we illustrate an informed decision-making process that streamlines service resolution.
To Summarize
In the video, we demonstrated how SAP Service Cloud streamlines the case management process.
To summarize, here's how SAP Service Cloud manages this process:
- Case Summarization
The case summary feature provides a swift overview of the case, offering flexibility for tailored regeneration to meet his specific needs. A curated list of similar cases that is easy to navigate and highlights key details for efficient comparison and references. Knowledge base articles from existing cases improve self-service and streamline the process of documenting and sharing case resolutions
- Case Designer
SAP Service Cloud offers various tools for case management, including the Case Designer, which plays a crucial role in customizing and managing service cases. Some of the key capabilities of the case designer include customization of case types, process automation, integration with other SAP modules, user interface customization, tools for case management, including Case Designer, which plays a crucial role in customizing and managing service cases.
- Super Search
Super Search in SAP Service Cloud is a powerful feature designed to enhance the efficiency of customer support and service operations. It allows users to quickly and easily find relevant information, such as customer data, service tickets, knowledge articles, and other documentation, from a single search bar
- Similar Cases
Similar search helps finding similar service tickets, cases, or incidents to aid in quicker resolution and better customer service. This feature leverages artificial intelligence and machine learning to identify patterns and suggest relevant cases that might have similar issues or solutions.
- Knowledge Base
In SAP Service Cloud, a knowledge base is a centralized repository where organizations can store, organize, and share information, articles, solutions, and best practices related to their products, services, and processes. It serves as a valuable resource for customer service agents, customers, and other stakeholders to quickly find answers to their queries, resolve issues, and improve overall service efficiency
- Microsoft Teams Integration
Based on the case, a new Teams room can be generated room can be generated based on the case. This Team room can be used to collaborate with colleagues from other departments to resolve the case. The case is embedded with Teams, allowing for activities and updates directly from the platform.
Comprehensive Approach to Customer Service
SAP Service Cloud is designed to "WOW" the customer, the customer service agent, and the field service technician.
Delivering core customer service in the cloud, SAP Service Cloud offers intuitive service ticket solutions across any channel, rich service analytics, and seamless integration with your existing knowledge base as well as your ERP and CRM systems. It also covers:
Omni-Channel Service
- Phone (CTI)
- Web Self Service Portal
- Chat
- Branded Communities
- Social Media *
Productivity
- E-mail Response Management
- Routing and Escalation Rules
Knowledge Base
- Integration with existing knowledge base
- Context-sensitive recommendations
- Easily share content with customers
Collaboration
- Contextual social collaboration with integrated feed
Analytics
- Real-time service performance with pre-built dashboards
- Embedded reports response times, handle times, priority and escalation trends
Mobility
- Manage service requests on iPad – anytime, anywhere
Integration
- Native integration with SAP ERP and SAP CRM
- Open API
Streamlined Processes
Speed, agility and performance for your customer service
We can deliver faster service to our customers thanks to the streamlined processes with SAP Service Cloud. You can:
- Cut the wait time for agents and customers: with simplified agent experience, faster workflows, and high-performing solution.
- Tailor to your business and scale as you need: with the composable, cloud native solution and a vast partner ecosystem.
- Deliver end-to-end service: by connecting customer service to your business processes.
- Quickly adapt your service to changing situations: with flexible case management and comprehensive admin tools.
- Deliver reliable, uninterrupted service: with high availability of resources across the globe.
- Quickly adapt your service to changing situations: with flexible case management and comprehensive admin tools
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