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.
Categories
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