Name: Introducing Email to Case in SAP Service Cloud Version 2
Uploaded: 2023-10-24
Duration: 468 s
Description: Email messages routed to your solution can automatically generate cases that can be routed to service agents or teams for processing.You have the option to reply to an email message associated with a case, or compose a new email message

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<div><div><div><div><div><p>Email messages routed to your solution can automatically generate cases that can be routed to service agents or teams for processing.</p><p>You have the option to reply to an email message associated with a case, or compose a new email message</p></div></div></div></div></div>

Introducing Email to Case in SAP Service Cloud Version 2

Today we are going to take a look at our SAP Service Cloud. Here we start at the dashboard of our Service Agent. He has for sure some quick links to directly create new cases or other data in the system. And then he has several KPIs where he has a case summary, he sees all his cases by priority, and for sure he has access to the super search, where he can just with one entry here find any kind of entry in the database here, where we find cases and installation points, equipment, whatever is relevant in service for him. Beside that, he can jump directly from the KPIs into his So for him, most important are his cases, the cases by priority, maybe by status. So he had a lot of cases here, 7500 in his case. But that's not a problem because you can very quickly filter them. But now, let's take a look at these two cases that are still unread, so my newest cases are on the top here. When I click on them, I can directly see all the details, I can even edit them from here. And when I look at the timeline view, I see exactly what happened with this customer. In this case, he has sent us an email. I can look at the content and also see the sentiment. I could also directly answer here to the customer. In our case, first, before we jump into one of the cases, let's take a look at the filter functionalities. First, let's switch our view to the Kanban view, there we can see all the tasks and lines based on the status. But first, because we have many open here, let's filter them down a bit. So let's take a look at the most immediate ones here, that's only six. And now I can just drag and drop them into the next phase. So for example, if I want to start on this case, the manual call case here, then I can just drag and drop it here, and drop it in process, and then it's assigned to me, and in process. It's a very easy way to pick up tasks, and to get a good overview here. Now, let's switch back to the table view again, and filter here a bit more. So, here you can also filter, for example, by product support, and you see we can really quickly filter for many cases, to exactly the ones that I'm interested in. Now, let's clear all filters, remove all this visual filter option, and open one of the cases. Let's take a look at this first case here that the machine is not working properly. We can jump with just one click into the detail view where the case opens in its full size. And here we see at the left hand side the most important information about the case. We see the categories, the service level agreements, everything that is actually crucial about the case. In the center, on top, you can see our case designer. That's a guided procedure where we see the most important steps for this particular type of case. So we should first gather some information, then we should do some troubleshooting, and then we have a resolution. And within all these phases of the case, we have step-by-step explanations of what is about to be done. This is very flexible and can be configured as you like. Then below that we see the timeline where we can see all the most activities of the customer and for sure more tabs where we can have more information regarding the case. At the right hand side you see similar cases and the knowledge base. We'll come later to that. So, let's take now a closer look at our step-by-step guidance here. The first step here is to update the case status. In the second step, we should add a general description of the case. So we take a look quickly at the email, what the customer wrote to us, and give our own explanation, our own note, what this case is about. We can also see that everything we do is directly captured at the timeline, visible for anybody looking at this case. So in the next step we should add a registered product, so we should identify what product that the customer owns from us is about. In this case let's assume it is a multi-echo pump here, we could maybe find this out by the context of the email or because we asked the customer in the correspondence and we link it here to our ticket. Now then we go to the next step where we need to identify the severity and maybe this is really a product that is very important for its production and we really know that's an urgent tickets, so we better check quicker on it. So with that, we come to the next step, where we search for articles. So maybe there's something on knowledge base that helps us already to immediately help the customer. In this case, we find a lot of Pumper articles here. We can also see which ones are the more important ones, and we can directly open it up and read anything about that. This gives us directly access to knowledge that we can also send via one click to the customer directly. But in our case, we first want to finish a step and we want to, before we send something to the customer, check out similar cases. So here AI and machine learning will provide us similar cases based on the content of the current case. Now, all to that is not enough. Let's go to the next step. And this suggests that we collaborate with experts to really find a solution for this customer. So with that we just open here our share on Microsoft Teams function, where we can share now this case to Microsoft Teams. And there we can invite anybody that might be relevant to help us here, maybe people from engineering, people that don't work with the service solution. And the great thing is with this newly created Microsoft Teams room that is directly linked to our case, we have always access to the case. So within Microsoft Teams that you see here that was just created with this few clicks, We have now our case and we can even work on the case here, so we should collaborate with experts. Let's do that. Let's chat with our colleagues here that are invited. Let's share some documents maybe here and use any kind of Microsoft Teams functionality to really collaborate at its best. But always have the service process very close to us because just the tab here that was created automatically where I have always all the service information available. And here we can also finish the step and continue our service process. So let's imagine we talk now to our experts here and they gave us a great solution. So they told us there's actually a certain knowledge base article that has all the information that the customer needs. So we document that here because that's our final solution in the end. And then we just go to the knowledge base, search again the pump article, and now we're sure this article that we found already earlier is exactly the one that the customer needs. We can just copy that here and now go back to the timeline where we can answer the customer directly on the email that we got initially and that created our case. Here we can free type text or we can work with templates that we can select from a database of templates in different languages and with one click we can insert them here. They can contain pictures, texts, and here we just copy the knowledge base article and send now the standardized answer with the respective knowledge base article to the customer. Now let's finish the last step that we did just now, so we add a solution and now we just need to complete the ticket and classify it, and in this case we just set it to completed here and that will trigger automatically a feedback request to the customer and with that we have finished our case and we hope you got a great idea how our case designer functionality helps you to really guide the agents step by step through a case and helps them to execute the most important step in solving a case. And with that, let's go back to our work list and take up the next case. I hope you liked this first peek into our service cloud.