Name: Introduction - SAP Service Cloud
Uploaded: 2020-12-7
Duration: 481 s
Description: This video gives you an introduction to SAP Service Cloud and how this expanded set of capabilities can enable your service organisations to understand your customers, engage with them and deliver service excellence in a much more comprehensive way.

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<div><div><div><div><div><div>This video gives you an introduction to SAP Service Cloud and how this expanded set of capabilities can enable your service organisations to understand your customers, engage with them and deliver service excellence in a much more comprehensive way.<br></div></div></div></div></div></div>

Introduction - SAP Service Cloud

Hello and welcome to this video series, a quick guide to SAP Service Cloud and its features. With SAP Service Cloud, both B2C and B2B businesses can prevent customer churn, increase customer loyalty, and provide the customer with the ease of service based on their choosing, on how they want to interact. It does so by helping you understand your customers, engage with them and deliver service excellence. With tools for service intelligence, you can automate and accelerate service processes, gain customer insights through experience management and efficiently manage customer service with the right insights using powerful analytics and reporting tools. These capabilities help you understand your customers better to engage with them and for quick problem-solving. SAP Service Cloud offers Agent Desktop to handle all customer interactions. Giving your agent a 360-degree view of the customer. Ticket and Case Management helps accelerate fast resolutions. Knowledge Management tools support your agents with self-service and up-skilling needs, and customer self-service options and chatbots automate interactions in a comprehensive approach to manage your omnichannel customer needs. And finally, to deliver excellent service. It offers a learning platform for your service teams to maintain high service quality and keep your service teams up to date. It also provides integration capabilities with front and back-office to increase efficiency and extensibility for a quick time to value. And to round it off, it offers online and offline capabilities for an agile and flexible service. Let's take a closer look at a few of its core and advanced capabilities. Starting with omnichannel customer service. SAP Service Cloud enables a unified customer experience on every channel before and after purchase. And also when integrated with other tools and experiences, so that your agents don't have to switch between different screens. Conversational AI chatbots are available 24/7 to answer questions and resolve solutions fast. Natural language is made possible through advanced language processing. So you will always be delivering a high-quality experience. And if a conversation needs to be resolved by live teams, the customers will be transferred to agents who will already be primed with full conversation notes of AI chats. It also works hand-in-hand with SAP Commerce Cloud solution, providing your website with conversational tools via chat, video chat, phone, e-mail, social channels, or SMS, providing a full overview of their customer's order history. This brings us to service and work ticketing. By having access to order history, account details, interaction and service history, and preferences, your agents and technicians can provide personalized interactions to your customers. Your agents can create a simple-to-complex service ticket with multi-event and hierarchical capabilities. With deep AI-driven automation, agents' productivity is based on solving the issues rather than spending long time navigating to find information. The tickets are also created automatically from different channels, such as email, SMS, chat portals, and social channels, which are then routed based on skills and best agents, ensuring expert service. A deep set of ticket capabilities helps support your service agents throughout the service process, including different ticket types, categorizations, status approvals, escalations, deep workflow, and notification capabilities. You'll also have a flexible service level agreement definition, ensuring your organization meets service excellence by seamless management of your customer installations, your customer's registered products, maintenance plans for preventive service, defining warranties and coverage definitions. To further creating self-service experiences effortless SAP Knowledge Central by Mindtouch allows for rapid content creation and availability across all of your self-service touch points so that customers and agents assisting them can find answers faster. By embedding self-service content within commerce channels, case submission forms, community forums, IoT devices, and more, all from a single source, You can quickly extend knowledge to all self-service channels. This includes the ability to personalize content based on the specific customer viewing it, both anonymous and logged in users alike. It also gives relevant self-service information to your service agents on the go, while supporting chat, email, or phone, making it easy to quickly search for and navigate to the solutions they need without wasting any time. Analytics and reporting is embedded in SAP Service Cloud and offered with no additional costs. This helps you understand your service operations in real time. You can leverage pre-built reports and dashboards, or you can choose to create your own. SAP Service Cloud also integrates with SAP Analytics Cloud to provide enterprise reporting, ensuring your service teams contributions are visible to you within your company's bottom line. Further, SAP Service Cloud automates routine tasks using machine learning capabilities within ticket and solution intelligence, which are also key areas for innovation. Machine learning capabilities focuses on automation for ticket categorization, similar tickets, predicting ticket time to completion, machine translations and e-mail template recommendations and more to come. Extensibility and end-to-end integration are critical to the success of any service implementation. Over 100 pre-delivered iflows are provided to integrate with SAP solutions such as ERP, S/4HANA, HR, and across SAP Customer Experience solutions portfolio and more. I hope this gives you a good foundation on the basics of SAP Service Cloud and how this expanded set of capabilities can enable your service organizations to understand your customers, engage with them, and deliver service excellence in a much more comprehensive way. Stay tuned for more details and feature-centric videos in this playlist.