The Customer Service Process
The customer service process of SAP Service Cloud Version 2 has the following five steps:
Incoming
The customer service process is triggered when incoming communication is received from the customer.
Processing
Processing starts after first contact, this can be done manually or automatically, based on the type of customer communication.
Resolving
Resolving the issue is the most important step. Repairing or replacing the item that the customer reported is the goal.
Responding
After resolution, the system can initiate a response communication to verify the issue is resolved. This could be done by a survey, phone call, or email.
Closing
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 cases in general are being resolved in a timely manner. Such analytics can then be used to determine any needed improvements to the process.
Explaining the Customer Service Process Using Intelligent AI in SAP Service Cloud V2
In this video, we will be taking an in-depth look at three essential features (Email Drafter, Sentiment Analysis and Case Summary ) powered by machine learning and AI in SAP Service Cloud Version 2. Watch as we guide you through the process of handling a case as a service agent, demonstrating a scenario where an existing customer, contacts support regarding severe mechanical issues with a new product. This video will show you how intelligent AI capabilities can facilitate efficient case management, sentiment analysis, warranty checking, resolution finding, and more in real-time situations. All these, along with the newly introduced email drafter and case summary feature in this video.
Video Summary
A timestamp for each customer service stage has been added to the video for easy navigation.
Incoming 0:26
A new case has been received detailing a customer's issue, (a mechanical issue with a new floor scrubber).
Processing 01:05
The sentiment showed that the customer was dissatisfied, and the case was escalated with the status set to In Progress. The customer’s reactions were detailed in the internal notes and the warranty was checked.
Responding 02:17
Email drafter (capability based on Generative AI) was used to generate an email and send a knowledge base article with a possible solution to the customer. The status is set to ‘Waiting for Feedback’.
Resolving 04:18
The case was updated, and the solution was communicated. A free product replacement was agreed upon to the customer. The issue was resolved, and the status of the case was set to completed.
Closing 05:09
After the case was closed, the case summary feature was used to generate a summary.
Lesson Summary
In this lesson, we examined the five stages of the customer service process in SAP Service Cloud Version 2: Incoming, Processing, Resolving, Responding, and Closing. In this next lesson, we will explain the customer service tools and supporting resources used in SAP Service Cloud Version 2.