Performing Daily Tasks

SAP Service Cloud for Customer has an easy to navigate user interface, starting here on the Home screen. There is a navigation pane on the left, comprising a customizable list of Work centers.

Select a Work Center to then select a View within it. For example, the Service work center and Tickets view. The View user interface has a summary and detail pane in the center, and a toolbar on top right. All visuals are consistent with the SAP Fiori user interface. The figure above shows the location of Work Centers and Views, Filters, and Productivity Tools.

There are several ways to search for records in the user interface.

The fastest is to use the Search field magnifying glass icon which allows a quick search on a single field in your list.

If you need a more detailed search, the Advanced Search funnel icon opens a window in which you can enter multiple criteria in multiple fields.

Finally, each work center has a query dropdown list with a number of preset queries. You can also create and manage your own queries and add them to this list.

If you hover over a record when viewing it, the Quick View displays to show key information before you open it.

Notice the icons at the top of the Quick View. You can choose the star to mark the record as a favorite, or choose to flag, or to follow it.

Personalization refers to the ability of business users to customize SAP Service Cloud to meet their individual needs. Any changes made in personalization do not affect other users.

Some of the changes a business user can make using personalization include modifying the widgets, such as Feed, My Tasks, and so on, visible on the Home screen and adding or hiding fields.

The service agent will use SAP Service Cloud to ensure that all customer issues are addressed quickly and appropriately. Let's look at an example of how the agent may start their day by prioritizing service tasks using the customizable home page, which contains several widgets, such as Feed, My Tasks, and so on, that show assigned and escalated tickets.

Using the user interface, the agent may start by checking any tickets assigned to them, followed by any tickets that have been escalated, to make sure they are being resolved according to their order of importance.

They can then view the status of the service calls they have scheduled to ensure that they are taking place as planned.

Finally, they can check for any updates on their customer data, as well as any newly registered products, installed bases and warranties.

A service agent's day consists of any tasks that contribute to a first-class service experience for their customers. This may include:

• Reviewing and prioritizing outstanding tickets
• Checking their queue or their team queue for incoming tickets
• Taking customer calls and creating new tickets
• Resolving issues that can be managed by phone or by providing information, such as a knowledge base article
• For issues that require field service, schedule service and allocate resources
• Ensuring tickets are closed in a timely manner, following up with customers to ensure resolution.

We're almost at the end of the Day in the Life of a Service Agent. Before they leave for the day, they can prepare for the next day by checking remaining and open tickets one more time.

They now have a weather widget that allows them to check the weather and make sure there are no alerts for tomorrow's service calls. Finally, they can finish the day by scheduling any final customer site visits for the next day.