The following are combined and integrated in SAP Service Cloud for a more efficient and productive customer relationship:
- Communications channels
- Service Level Agreements or SLAs
- Work Distribution
SAP Service Cloud allows your customers to communicate with service agents through a number of channels, some of which are built in and some which allow integration with third party tools. This includes, but is not limited to the following:
- Self-Service Support
- Social Media
- SMS (Short Message Service)
Service Level Agreements
A SLA is an agreement between a company and a customer on how long it will take to respond to and resolve a service issue. For example:
- Bronze: response within 24 hours, 2 days to resolve
- Silver: 12 hour response, 8 hour resolution
- Gold: 1 hour response, 2 hour resolution
Work distribution is a set of rules deciding how to automatically route tickets based on information on the ticket, such as the customer name, geographic region, SLA, status, or any other relevant information. For example, a global chain, with locations around the world:
- When a ticket comes in from a specific location, we’d like to route the ticket to an agent in that country.
- Let’s say the ticket is also high priority. Now, the same ticket is automatically routed to the escalation team.
Work distribution rules are configured by the implementation team, so the service agent does not have to worry about how tickets are routed.