Creating Customer Account Master Data

Objective

After completing this lesson, you will be able to create master data for customer accounts and assign a contact in SAP Service Cloud Version 2.

Service Master Data Objects

Customer and Product showing the service process; incoming, processing, resolving, responding and closing.>

A service is provided to a customer for a product.

A customer, or account, could be a large or small organization, or an individual person.

In SAP Service Cloud Version 2, customer and product are treated as master data objects where a variety of information about each individual object can be stored and readily accessed in a business process such as the service process or another business process, for example the sales process. In this way, there can be real time integration between SAP Service Cloud Version 2 focused on the service process and other systems such as SAP S/4HANA where other processes are managed.

Master data objects are the basis for all transactions in a business process including the service process.

In the service process, we consider two objects as Master Data: Account (customer) and Products.

Master data object:

  • Delivers a holistic view of the customer or product, keeping everyone in the company working on the same page.
  • Centrally stores a variety of information that's easily maintained, accessed, and shared within and across business processes.
  • Is used to store and track in one place all critical information about the customers (includes prospects and partners) and products.

Note

Product master data objects are a prerequisite for the usage of the registered product and of the installed based. 

About Service Accounts

Accounts are customers, accounts are master data objects on a bicycle workshop image.

Account types

  • Company.
  • Individual customer.
  • Contact.

Methods to create accounts

  • Manually,
  • Migration or,
  • Integration.

Master Data examples

  • Customer ID.
  • Role.
  • Address Data.
  • Contacts.
  • Communication Data.
  • Sales Data.
  • History of Activity (timeline).
  • Types of Activity (transactional data).

Account master data are customers. There are:

  1. Three types of account to choose from: business or company customer referred to simply as Account; individual customer; contact.
  2. Different methods to create an account.
    • Manually one at a time,
    • By migration from another system or,
    • By integration with another system.
  3. Several kinds of master data that the account master data object can include. For example: customer ID; role; address data; contacts; communication data; sales data; history of activity (timeline); types of activity (transactional data).

Account Types: 1. Account

All accounts is highlighted in the accounts types screen.

There are two main types of customers, a business or company customer, referred to as an account, or an individual. Each of these is one account type: account; and individual customer. As the business or company (the account) likely has more than one contact, typically several, there is also the contact account type, closely associated with the company account type.

Account - B2B (business to business) relationship

This customer is the sold-to party in business transactions. Each account can have one or more Contacts associated with it.

Account Types: 2. Contacts

Contacts is highlighted in the accounts types screen.

Contacts - B2B (business to business) relationship

Contacts are the individuals at the Customer Account that we do business with. All calendar invites and email correspondence with an account go through Contacts.

Contacts

Contacts are people within or outside the customer‘s org that play a key role in that customers‘s business decisions and/or processes. Contacts are assigned using business partner relationships with an account. In many cases contacts are involved in business processes like activities and Cases. A Contact can have a relationship with multiple accounts. You can create new contacts for a customer account or add already existing contacts to it. Contacts can be synchronized with SAP S/4HANA.

Account Types: 3. Individual Customers

All Individual Customers is highlighted in the accounts types screen.

Individual Account B2C (business to customer) relationship

This customer is a person. They do not represent any other company, they are buying a product or a service as themselves.

Methods to Create Accounts

Manual, Migration and Integration.

Manual

Accounts and contacts can be created manually in the system by users that are authorized to do so.

Migration

Accounts can be migrated into the system with a migration template or initial load of data transfer.

Integration

Accounts and contacts, created in SAP S/4HANA or SAP Service Cloud Version 2 can be replicated into the target system.

Account Details: Company Account

A Company Account is highlighted showing the account team name and addresses.

A company Account is highlighted showing the account team name and addresses in the image above.

Account Details: Individual Customer Account

An Individual Customer Account is highlighted showing the account team name and addresses.

An Individual Customer is highlighted showing the account team name and addresses in the image above.

Customer information or account details is a broad term. Therefore, in SAP Service Cloud Version 2, there is a range of account master data you can include when creating account master data objects, such as:

  • Customer ID: This is a unique identifier assigned to each customer in a system or database. It helps in identifying and differentiating.
  • Role: Role is how you want to refer to your customer. For example, is a customer actually a customer, or still a prospect? You can use role to distinguish.
  • Address data: This includes the customer's physical or mailing address. It typically includes details such as street address, city, state or province, postal or zip code, and country.
  • Account Team Members: Account team members are individuals responsible for managing and serving a particular customer account.
  • Communication Data: This can comprise email, phone call records and also meeting notes, or any other form of communication.
  • Sales Area Data: Sales area data provides information about assignment to a sales organization.
  • Timeline: The timeline refers to the chronological sequence of events or activities related to the customer. 
  • Transactional Data: Transactional data encompasses records of specific transactions or activities conducted with the customer like Cases or tasks.

Timeline: Account Synopsis

Timeline and Key Metrics are highlighted.

The Timeline tab strip of an Account shows an overview of all the engagement activities (Interactions and Objects) running with that customer.

You can use the filter option to choose the timeline for which you want to view the interactions for. The options available are as follows:

Filter:

  • Current week.
  • Last 30 days.
  • Last 6 months.
  • Last year.
  • All Time.

Creating an Account and Assigning a Contact in SAP Service Cloud Version 2

In this video, Sabine the service agent will demonstrate how to create a new account (Bike Inc) and assign a new contact (William Brooke) in SAP Service Cloud Version 2.

Lesson Summary

In this lesson, we explored the creation of Customer Account Master Data within SAP Service Cloud Version 2, emphasizing the vital role of master data objects in ensuring seamless and integrated service processes. By understanding account types and methods to create, manage, and utilize account master data, we set the foundation for efficient and consistent customer interactions and service delivery.

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