Introducing SAP Service Cloud Version 2 and its New Features

Objective

After completing this lesson, you will be able to identify SAP Service Cloud Version 2 existing and its new features.

Introducing SAP Service Cloud Version 2 and its New Features

You're a consultant assigned to the project to implement SAP Service Cloud Version 2 for Aspen Bicycles. You need to configure SAP Service Cloud Version 2 according to Aspen Bicycles' requirements. In addition, as you'll be interacting with Aspen Bicycles' staff at all levels during the project, you'll be expected to answer their questions and to explain and demonstrate the use of their new system.

Aspen Bicycles manufactures high-quality bicycles for all ages. It is a fast-growing company that is expanding globally. To maintain its current success in a competitive market, a key priority is to significantly improve the service that supports its product.

Specifically, Aspen Bicycles executives hope that, by implementing SAP Service Cloud Version 2, the company will significantly improve the customer's experience with their after-sales service process. They see this as being achieved by providing more and better managed channels of communication both in and out, leading to better response times for effective service for its growing numbers of customers. They believe that this should also lead to increased employee satisfaction and enthusiasm to consistently and promptly deliver quality support. The executives hope that cracking this nut will drive up customer retention and future sales, while also driving down employee turnover.

SAP Service Cloud Version 2 Main Features​

SAP Service Cloud Version two interface on a laptop and mobile device with the features written beside the interface; Agent desktop, case designer, solution finder, collaboration, AI, modern UX, productivity, integration, channel orchestration.

SAP Service Cloud Version 2 is a dynamic service tool that enhances communication, service operations and integrated services. The features improve agent productivity and ensure customer data privacy. Let’s discover how these features, including Channel Orchestration, Agent Desktop, Case Management, and others aid in efficient customer service. We will further discuss new features such as AI in service processes, and the significant roles they play in data analysis and application development. Whether you're an avid user or a newbie, immerse yourself in this comprehensive guide to gain a better understanding of what the SAP Service Cloud Version 2 has in its repertoire.

The following list will give you an exclusive overview of the main features of SAP Service Cloud Version 2. We explore important features such as the Agent Desktop, Channel Orchestration, Integration, Case Management, and many more. You'll learn how Service Cloud offers efficient communication, enhances agent productivity, facilitates integration with other SAP platforms, and safeguards customer data privacy. Additionally, we will explore the new features with AI.

SAP Service Cloud Version 2 Main Features

Channel Orchestration

The Channel Orchestration feature enables customer service communication across multiple channels, such as phone, email, and chat.

Agent Desktop

Agent Desktop is the central work environment for service agents, allowing them to engage efficiently with customers across multiple channels and objects like cases, phone, email, registered products and installed bases.

Solution Finder*

​Solution Finder integrates with existing knowledge bases like NICE. It enables agents to search for solutions in the database and share content with their customers.

Case Management and Case Designer

The Case Management and Case Designer features include case routing, service-level agreements, workflows, notifications, and approvals.

Productivity

The Productivity feature include global search, autoflow approvals, template management, service catalogue, and guided flows.

Insight through Real-Time and Predictive Analytics

SAP Service Cloud Version 2 leverages SAP Analytics Cloud to offer Insight through Real-Time and Predictive Analytics, as well as KPI tracking, embedded, and custom dashboards, reports, and ad-hoc reporting.

Collaboration

Collaboration tools and knowledge base enable swift resolution of customer issues, further supplemented by native integration with Microsoft Teams.

Data Privacy

The Data Privacy feature protects customer personal data with data disclosure, data depersonalization, and employee data retention.

Platforms

Microservices architecture running on hyper-scaler platforms enhances performance and scalability.

End-to-End Process (Integration)

Predefined integration content in SAP BTP, Business Technology Platform, allows quick integration of SAP S/4HANA with SAP Service Cloud Version 2.

SAP Analytics Cloud*

SAP Analytics Cloud is a comprehensive solution for analyses and planning scenarios. It allows you analyze the service process data from SAP Service Cloud Version 2 and other data sources getting information in your investments in business-critical enterprise applications.

AI*

SAP AI helps businesses analyze customer behavior, predict future trends, personalize customer experiences, and optimize service strategies. The AI capabilities enable automation and intelligent decision-making, enhancing business performance and revenue.

AI supports various use cases in service processes, including predictive analytics, process automation, and intelligent recommendations within SAP service Cloud Version 2.

  1. Base AI (Intelligent Service): Base AI often refers to foundational pretrained AI models like e.g. Case Categorization for Issues. Base AI can provide a solid base for companies to build custom AI solutions.
  2. Generative AI*: Generative AI is a type of AI focused on creating new content.

    In the area of service specific processes, AI can for example, generate content in email responses or case summaries based on the available data such as status and assigned entities to a case.

    AI-generated text for case overview using the AI CX Toolkit.
  3. CX AI Toolkit*: CX (Customer Experience) AI Toolkit is part of SAP’s commitment to enhancing customer experience using AI. This toolkit provides AI-powered capabilities for customer experience management, such as sentiment analysis, customer journey mapping, and personalized recommendations. The toolkit helps companies improve customer satisfaction and engagement by leveraging AI insights and providing customers with more tailored experiences.

Note

Additional licenses may be required for the use of SAP Analytics Cloud, NICE and AI.

SAP Service Cloud Version 2 – SAP AI (CX Toolkit)

The AI functionality of the toolkit can use data from the service process to generate customer inquiry responses, create knowledge base articles from tickets or cases, and other valuable information for the service employee respective service manager. Moreover, it allows the administrator to create their own AI tools for enhanced use cases.

The capabilities of AI are part of the BTP (Business Technology Platform). SAP AI can be connected to different SAP Solutions using the SAP AI (CX toolkit).

SAP AI (CX) Toolkit showing how the BTP connects AI to SAP Service Cloud version 2.

In the set-up of the SAP CX AI Toolkit, the administrator can connect the relevant SAP Service Cloud Version 2 tenant so the user can use for example can use predefined AI features in service processes.

Lesson Summary

In this lesson, we discussed the features of SAP Service Cloud Version 2 including; agent desktop, case management, integration and AI. Emphasis was placed on improving customer service, agent productivity and ensuring data privacy. The role of AI in and improving service delivery was also covered. In the next lesson, we will outline how SAP Service Cloud Version 2 fits into a broader SAP Cloud for Customer ecosystem.

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