Explaining the Support for the Customer Service Process


After completing this lesson, you will be able to:

  • Explain the customer service process.
  • Identify the supporting tools for the customer service process.
  • Outline the resources from supporting the customer service process.

The Customer Service Process

The customer service process of SAP Service Cloud Version 2 has the following five steps: ​

  1. The customer service process is triggered when incoming communication is received from the customer.​​
  2. Processing starts after first contact. This can be done manually or automatically, based on the type of customer communication.​​
  3. Resolving the issue is the most important step. Repairing or replacing the item that the customer reported is the goal.​​
  4. After resolution, the system can initiate a response communication to verify that the issue is resolved. This could be done by a survey, phone call, or email.​​
  5. Closing is the last step in the Customer Service Process. During this step, the Case is closed following acceptance by the customer. This is also the time to review reports and analytics to make sure that Cases in general are being resolved in a timely manner. Such analytics can then be used to determine any needed improvements to the process.​​

Identify the Support Tools for the Customer Service Process

Supporting Tools for the Customer Service Process

Incoming requests for service need recording and processing. In SAP Service Cloud Version 2, such recorded requests are referred to as Cases. The supporting tools for receiving, recording, processing, and managing Cases breakout into three areas:​

  • Communication
  • Service Operations
  • Integrated Services

Communication Supporting Tools

Website and Online Forms: The website provides customers with user-friendly access to information about your services, with the option to request assistance and provide feedback via online forms.

Phone: Customers have a dedicated phone line to speak with a representative to ask questions, make appointments, or seek assistance. In addition, with integration with a computer telephony interface (CTI), representatives get the details of incoming calls before they answer them. For a call from an existing customer, this means the representative can already have reviewed their details before answering.​​

​​​​Email: ​​In SAP Service Cloud Version 2 you can offer a service email address for customers to contact the business. This channel enables written communication, allowing customers to provide detailed information if they wish.

Live Chat: ​​You can implement a live chat feature on your website, enabling customers to engage in real-time conversations with customer support representatives. This provides quick responses and enhances customer satisfaction.

​​​​IOT: (internet of things) is a supported communication channel. IoT refers to the network of physical objects that can communicate with your systems as they're embedded with sensors, software, and connectivity capabilities to collect and exchange data.​ For example, one of your products could have a wireless device that contacts your company for a service according to an internal monitoring device that your company set up, for example, an exercise bike once it clocks up a certain number of miles of usage.

Service Operations Supporting Tools

SAP Service Cloud Version 2 provides service operations tools to help with: routing incoming communications and queries efficiently to the right places; providing ready reference for researching and communicating about products or services and related issues in response to these incoming communications and queries; analyzing and reporting on how well service is being provided to pinpoint areas for improvement as necessary.

Service Elements for Routing Cases

The three tools assisting with routing are referred to as service elements. They are Service Level Agreements or SLAs, Categories and Work Distribution.

Service Level Agreements or SLAs:

These are prearranged agreements with customers for service within a set amount of time.​​


​SAP Service Cloud Version 2 allows you to classify and organize Cases according to criteria you decide, for example technical support, billing inquiries etc.

Work Distribution ​​​

Work Distribution is a set of rules that you can apply to automatically route Cases based on information on the Case, such as the customer name, geographic region, service level agreement, category, status, or any other relevant information.

Knowledge Base (KB) to Readily Obtain Information on a Case ​​

You can integrate an external Knowledge Base with SAP Service Cloud Version 2. A knowledge base is a reference resource for your agents to readily search for information related to their Cases and attach articles to their responses back to customers if needed.​​

Analytics and Reporting for Customer Service Process Monitoring and Improvement

​Analytics and Reporting is embedded in SAP Service Cloud Version 2. You can use the pre-built dashboards or create your own. More complex, enterprise level reporting, can also be done by integrating SAP Service Cloud with SAP Analytics Cloud or other third party reporting tools. Learn more about SAP Analytics Cloud here: https://community.sap.com/topics/cloud-analytics

Integrated Services Supporting Tools

These customer service process support tools for integrating information with other applications include:

  • Real-time Integration with SAP S/4HANA Cloud using Mashup events to create a Service Order in SAP S/4HANA Cloud​​
  • SAP S/4HANA with SCI (SAP Cloud Integration) including pre-built Adapters to integrate objects like​​ ​Business Partner and Relationships,​​ Products, and Registered Products,​​ Installation Points​​​​
  • Mobile: Access the application anywhere​​
  • SAP Analytics Cloud*

* Additional Licenses maybe necessary

Supporting Resources

When it comes to finding information and resources related to SAP Service Cloud Version 2, there are several options available. Here are the most useful resources:​

  • SAP Help Portal:  Source for Documentation and Guides​
  • Built-In Support: Source for Incidents and Community Access​
  • Microvideos: Microvideos Online Training Providers: There are various online training providers that offer SAP courses and tutorials. ​

With SAP Help Portal for SAP Service Cloud Version 2, the administrator gets a comprehensive information resource for the system implementation and usage. The portal has guides and documentation for:​

  • Features
  • Set Up
  • Integration
  • Releases (What's New)

Here's the link to the portal for you take a look: https://help.sap.com/docs/CX_NG_SVC

The Help Portal is a comprehensive resource that provides documentation and guides about the​

  • Features
  • Set Up
  • Integration
  • Releases (What's New)

Built-In Support

With the activation of the Built-In Support from the Head Set icon on their user menu, for example, users are able to report and track incidents. The Search field allows for keyword searches and free text input.​

Documentation can also be accessed in Built-in-Support, as it can in the SAP Help Portal for Service Cloud. Access learning content from Built-In Support too.​


An S-User is a prerequisite to be able to use the features of the Built-In Support.​


SAP Microlearning is the destination for short, topic-specific videos on SAP Service Cloud and many other SAP products. These videos are SAP curated and free to access. You can search for videos by topic, or browse the playlists to learn more about broader topics.

Here's a relevant example to give you an idea: Using Agent Desktop with SAP Service Cloud.​

SAP Service Cloud Version 2 - openSAP Microlearning

Log in to track your progress & complete quizzes