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Initial Engagement, Service Operations and Field Service

Objective

After completing this lesson, you will be able to outline integration strategies for SAP Service Cloud Version 2.

Initial Engagement, Service Operations and Field Service

In this lesson, we will outline how SAP Service Cloud Version 2 fits into a broader SAP Cloud for Customer ecosystem.

Initial Engagement, Service Operations and Field Service

Integrating initial engagement, service operations and field service is the end-to-end process that you can have when your SAP Service Cloud Version 2 system is integrated into an SAP S/4HANA (or SAP ECC) back-end system. In addition, should your service process involve on-site visits and/or in-house servicing, then you can have further integration out to SAP Field Service Management and SAP Asset Management.

Initiation Engagement

For example, let's say the demand usually gets triggered on the left with initial engagement with the end customer using the preferred channel for contacting the dedicated customer support. Service support processing then begins for anything from a bicycle to a complex machine or piece of industrial equipment.

Service Operations

In the middle is service operations, usually performed in SAP S/4HANA, or ERP, and involving both the service itself as well as all of the related processes of billing and invoicing, contract management, and logistics.

The service request scenarios could involve access to a:

Maintenance plan.
Replacement under warranty.
Repair of accidental damage by a visit from a Field Service Technician.
Repair of accidental damage in-house with the product sent in.

Field Service

The repair of accidental damage scenarios would see your service process extending to then involve the SAP Field Service Management and SAP Asset Management solutions where you need to:

Send out technicians to carry out on-site repairs, installations, or maintenance.
Support customers returning products to your in-house service center.

SAP Integration Suite

For the realization of E2E Processes with different applications, integration through the SAP Integration Suite is essential. This suite, which is a part of the SAP BTP (Business Technology Platform), acts as an integration Platform as a Service (iPaaS), which allows for smooth Integration through the SAP Integration Suite is essential.

Cloud Integration / Process Integration: SAP Service Cloud Version 2 With Other SAP Solutions; ERP, CRM, S/4HANA, Commerce Cloud and S/4HANA Cloud.

The Cloud Integration (CI) of the Integration Suite is extended to both on-premise and cloud-based applications. The process is simplified due to the included tools and pre-constructed content that SAP manages, making integration significantly easier and smoother. In some business scenarios also PI (Process Integration) as a Premise based Solution can be used to integrate ON Prem and Cloud – Solutions.

The SAP Integration Suite service on SAP BTP contains the following core capabilities:

SAP Integration Suite Capabilities with three capabilities: Prepackaged Content Integration, API Management and UI & Data Mash Ups.

Prepackaged Content Integration in Cloud Integration (CI)

Example: Replication of business partner.

API Management

Communication interface that allows two separate software components to share data between SAP Service Cloud and other applications.

UI & Data Mash Ups

Example: Create a Service Order in SAP S/4HANA via HTML Mash Up.

Lesson Summary

In this lesson, we dove into the various possibilities for incorporating SAP Service Cloud Version 2 into larger SAP Cloud for Customer ecosystem. We also explored that the Integration Suite as part of the SAP Business Technology Platform is the base for the integration. Lastly, we learned about the different types of integration scenarios with the solutions SAP S/4HANA, SAP FSM and SAP Service Cloud Version 2.

In the next lesson, we will explain AI functionalities used in supporting the customer service process.

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