Currently, service agents spend most of their work hours processing e-mails. Each time an e-mail comes in, a service agent has to determine whether a ticket needs to be created, find the appropriate account and contact, and create a ticket by copying the text of the e-mail. They would like to configure the system to identify the account and contact from the e-mail address, automatically create a ticket, and respond to the sender indicating that a ticket has been created.
E-Mail Communication Process in SAP Service Cloud
SAP Service Cloud can receive e-mails and automatically create tickets based on the sender.
The following steps are needed to set up the communication channel for e-mail.
1.Enable e-mail as communication for both individual (B2C) and corporate (B2B) accounts, including linking to a ticket in scoping.
2. Define e-mail addresses for the communication channel
To configure the system for e-mail and to create tickets from e-mail, you need to enable the communication channel for e-mail, then create the addresses that you want to receive the e-mail.
Enabling the communication channel for e-mail involves accessing the SAP Service Cloud implementation project to select the scoping option Service Request Management, then selecting these business configuration questions:
- Service requests can be created for incoming e-mails
- E-mail channels are supported for both individual (B2C) and corporate (B2B) accounts
Once the communication channel is configured, the next step is to define the list of addresses to receive the customer e-mails. This is done in the Administrator work center under Service and Social.
Configuring E-Mail Communication in SAP Service Cloud
Watch the following video on how to configure e-mail communication in SAP Service Cloud.
Summary Steps
- Enable e-mail as communication for both individual (B2C) and corporate (B2B) accounts, including linking to a ticket in scoping.
- Define e-mail addresses for the communication channel
E-Mail Response Templates
E-mail response templates in SAP Service Cloud are predefined templates that service agents can use to quickly respond to customer inquiries via email. These templates can include standard texts, attachments, and even predefined subject lines.
E-mail response templates are designed to increase efficiency and consistency in customer communications. They can save time for service agents, especially for common questions or issues, ensuring that customers receive a quick and consistent response.
Templates can be personalized based on the customer's information or the details of their inquiry, such as their name, account number, or the specific product that they have purchased.
This feature is also very helpful in maintaining a professional tone and correct language usage, especially when dealing with complex or technical issues. And with the use of variables, the same template can be reused for different customers or different situations, further improving efficiency.
In SAP Service Cloud, these templates can be managed by administrators and made available to service agents based on their roles, ensuring that the right templates are used in the right situations.