Integrating SAP Service Cloud Version 2 with Microsoft Teams

The main benefits of integrating your SAP Service Cloud Version 2 system with Microsoft Teams are as follows:

Benefits

• More efficient Case resolution - Service Teams and experts can collaborate in real-time with shared workspaces.
• Transparency and better communication - MS Teams' automated document management helps to provide a "single source of truth".
• Easy team management and administration - teams are easily created, maintained and replaced or deleted.
• More efficient customer management - Service Teams can make outbound calls and create appointments.

Features

• Service Agents working on Cases can quickly create and share a workspace via Microsoft Teams when they need support from an expert, or from their manager.
• There are already two objects within SAP Service Cloud Version 2 from where a Service Agent can start sharing a workspace via Microsoft Teams:
  • The Cases work list page and,
  • The Case object from the overview facet.

To integrate Microsoft Teams into SAP Service Cloud Version 2, follow these steps:

Prerequiste

You need the Microsoft Office 365 exchange online license.

Configuration

1. In Microsoft Teams: add Service Cloud App.
2. In SAP Service Cloud Version 2: Settings → All Settings → Under Communication & Information Exchange → Microsoft Teams Integration.

In the configuration for MS Teams Integration enable the following:

• Enable Share Workspace,
• Enable Teams Meeting,
• Enable Create Teams,
• Enable Outbound Calls.

This lesson covered the steps to integrate Microsoft Teams with SAP Service Cloud Version 2, highlighting benefits such as more efficient case resolution and better communication. In the next lesson, we will show you how to integrate AI into SAP Service Cloud Version 2 using SAP CX AI Toolkit.