Name: Explaining Case with Intelligent AI in SAP Service Cloud Version 2
Uploaded: 2024-4-26
Duration: 424 s
Description: In this video, you will learn about the case summary, along with the email drafter and the case categorization which are three important features supported by the artificial intelligence capability embedded within SAP Service Cloud version 2.

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<div><div><p>In this video, you will learn about the case summary, along with the email drafter and the case categorization which are three important features supported by the artificial intelligence capability embedded within SAP Service Cloud version 2.<br></p></div></div>

Explaining Case with Intelligent AI in SAP Service Cloud Version 2

Welcome to this microlearning video where you will see three important features based on machine learning and artificial intelligence in SAP Service Cloud version 2. Richard our service agent can access the list of new cases generated via email in the last seven days by launching the case app from the navigation menu on the left side of the screen. Let's now simulate the creation of an email from a contact person of an existing account. Best Run Pumps, who after buying a new floor scrubber and using it for a couple of times, he is facing sever mechanical issues. He sends an email to the customer service support address of his supplier, including the model type of the product in the email subject. Richard, the service agent working in SAP Service Cloud, immediately sees that a new case has been created, thanks to the blue flag indicating cases with unread updates. He navigates into the case and from the timeline he can see the email describing the problem. Richard can already recognize the sentiment of the customer by looking at the neutral face generated by the machine learning capability. He is not a happy customer. Richard then sets the status to in process and he checks the case category assigned by the machine learning capability based on the email content and subject, product support and mechanical issue, a perfect match for this case. He then adds an internal note mentioning that the mechanical problem is affecting an existing registered product, which he is going to link to the case by navigating to the related entities. From the related entities tab, Richard can add the walk behind floor scrubbing product belonging to the customer, and at the same time he can also check the warranty. He sees that the warranty is valid for the next five years. For completeness, he decides to also add another internal note, mentioning the five years validity of the warranty. Richard proceeds forward with the case resolution, and as suggested by the troubleshooting phase within the case progression bar, he now searches for a knowledge base article that could address this issue. He finds a possible match, but without looking at the content properly, he decides to send the article to the customer via email straight away. He navigates to the email editor within the case, and since he is under a lot of pressure due to the high number of cases his team must handle, he prefers to use the email drafter capability based on Generative Artificial Intelligence that has recently been rolled out in SAP Service Cloud Version 2. The email drafter allows him to personalize the content by using three email text preferences style, tone, and length. After setting the preferences and selecting the prompt from the list, he clicks on the Generate Draft button and the system in a matter of seconds generates the email for him. All Richard's has left to do is to click on the Apply button. From the email editor, Richard can now review the content. And after adding an additional comment where he is suggesting the customer to check the knowledge base article he previously found, he can click the Send button. After adding an additional internal note, the case status is set to Customer Action waiting for feedback about the suggested solution contained in the article. An email with an update from the customer service support has reached the customer inbox. The update is reassuring the customer that the case is currently being handled with the required priority for the severity of the issue and in line with the assigned service level agreements. Additionally, the email is also suggesting checking an attached article pointing to a possible solution. The customer opens the article, but he immediately sees that the content is not useful because it is about a generic mechanical issue for a pump, not for the floor scrubber. Immediately he replies to the customer service support by saying that the solution is not useful at all, and he would appreciate a better answer as soon as possible. Richard sees the update from the customer, he opens the case and by checking the last interaction from the timeline he can see that his article was not appreciated by the customer. The sentiment is still not positive and therefore Richard decides to escalate the case so to speed up the resolution with the support from a supervisor. After setting the status back to in process and changing the priority to urgent, he adds an internal note.  The article was not useful and customer is not happy, therefore I'm going to escalate. From the case, he immediately creates an outbound phone call with the customer and with the support from his supervisor, he calls his contact person at Best Run Pumps. After speaking on the phone with the customer, Richard and his supervisor have been able to find a solution that will make the customer happy. Richard adds an internal note to the case reporting the outcome of the call. The customer is happy to return the damaged product and in exchange we will send a replacement for free. Additionally, he sends an update via email to the customer where he confirms the agreement that was made on the phone. The customer will receive a replacement for free after the damaged product will be returned. For completion, he also adds an internal note with the same update. As expected, an email from the customer service support has reached the customer inbox. The update is confirming the agreement reached on the phone regarding the replacement of the damaged product. The customer replies confirming that he is happy with the outcome and the case can be closed. Richard sees an update concerning the case he has been working on. He opens it and he sees there is a new email from the customer. He confirms that he is happy with the solution. After adding his last internal note, he can now set the status of the case to completed. Before leaving the case and moving to the next issue, he checks the timeline, he sees the list of interactions is quite long, and since he does not remember by heart all the steps which occurred, all the notes and email exchanged with the customer, he decides to use the new feature, Case Summary, supported by the Generative Artificial Intelligence capability introduced in SAP Service Cloud version 2. He navigates to the General tab and clicks on the Generate Summary button. After some seconds, he can see the summary has been generated based on the interactions that he had during the case handling for the broken floor scrubbing machine. The case summary, along with the email drafter and the case categorization, are three important features supported by the artificial intelligence capability embedded within SAP Service Cloud version 2. We hope you found this content useful. Thanks for watching.