Understanding the Customer Service Tools and Supporting Resources

The service process starts with communication. For smooth and efficient engagement throughout the service process, it's important the customer be given a range of communication channels to choose from. Here is a list with brief descriptions of what is provided in Service Cloud Version 2:​

Website and Online Forms

The website provides customers user-friendly access to information about your services with the option to request assistance and provide feedback via online forms.

Phone

Customers have a dedicated phone line to speak with a representative to ask questions, make appointments, or seek assistance. In addition, with integration with a CTI (computer telephony interface), representatives get the details of incoming calls before they answer them. For a call from an existing customer, this means the representative can already have reviewed their details before answering.​

Email

In SAP Service Cloud Version 2 you can offer a service email address for customers to contact the business. This channel enables written communication, allowing customers to provide detailed information if they wish.​​

Live Chat

You can implement a live chat feature on your website, enabling customers to engage in real-time conversations with customer support representatives. This provides quick responses and enhances customer satisfaction.

IOT

IOT (internet of things) is a supported communication channel. IoT refers to the network of physical objects that can communicate with your systems as they're embedded with sensors, software, and connectivity capabilities to collect and exchange data.​ For example, one of your products could have a wireless device that contacts your company for a service according to an internal monitoring device that your company set up, let's say an exercise bike once it clocks up a certain number of miles of usage.​​

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 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 and more.​

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)

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.​

These customer service process support tools for integrating information with other applications include:​

S/4HANA Service Order

Realtime Integration with SAP S/4HANA Cloud using Mash Up events to create a Service Order in SAP S/4HANA Cloud​​.

Cloud Integration (CI)

SAP S/4HANA with Cloud Integration (CI) including prebuilt adapters to integrate objects like​​:

• Business partner and relationships.
• Products and registered products.
• Installation points.

Mobile

Access the application anywhere​​.

SAP Analytics Cloud (SAC)* is an integrated Software-as-a-Service (SaaS) solution designed to facilitate business intelligence (BI) which can be integrated with SAP service Cloud Version 2 and other SAP Applications. The main features and benefits include;

• Data Analytics.
• Predictive Analytics.
• Embedded Analytics (Integration with other Solution).

*Additional Licenses are necessary.

Analytics and Reporting

Analytics and Reporting for Customer Service Process Monitoring and Improvement 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 ->SAP Analytics Cloud | SAP Community

With the activation of the Built-In-Support from the headset icon on their user menu, for example, users can create and track incidents. The search field allows for keyword searches and free text input.​ Documentation can also be accessed in Built-in-Support, as it can in the SAP Help Portal for Service Cloud. You can access learning content from Built-in-support too.​

SAP Videos is the destination for short, topic-specific videos on SAP Service Cloud and many other SAP products. These videos are SAP-curated and free to access. You can search for videos by topic or browse the playlists to learn more about broader topics.

That concludes this lesson where we explored the three key aspects of the customer service process in SAP Service Cloud Version 2: Communication, Service Operations, and Integrated Services.