Name: SAP Service Cloud Additional Features
Uploaded: 2021-3-10
Duration: 338 s
Description: In this video, you’ll learn about some of SAP Service Cloud’s additional features such as Knowledge Base, Service Analytics, Installation Management, Warranty Management and Service Contracts.

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<div><div><div><div><div>In this video, you’ll learn about some of SAP Service Cloud’s additional features such as Knowledge Base, Service Analytics, Installation Management, Warranty Management and Service Contracts.</div></div></div></div></div>

SAP Service Cloud Additional Features

Hi, in this video, you'll learn about some of SAP Service Cloud's additional features, such as knowledge base, service analytics, installation management, warranty management, and service contracts. In SAP Service Cloud knowledge base comes with the solution finder capability. It allows us to benefit from an existing knowledge source within the ticketing process. This effortless self-service experience can be enabled for either customer care or employee support. With this, customers can find answers wherever and whenever they need. This is made possible by embedding self-service content within commerce channels, case submission forms, community forums, IoT devices, and more, all from a single source. It includes the ability to personalize content based on a specific customer viewing it - both anonymous and logged in users alike. It also provides agents with self-service content in a click or two while supporting chat, email, or phone. It's embedded right within the service cloud agent experience. This is possible via SAP Knowledge Central application by Mindtouch or SAP Jam that can be integrated with the solution finder touchpoint. Service analytics are integrated in the solution to support and monitor business processes, helping you to make informed decisions. There are several ways to access analytics and reporting. One way is using SAP Sales and Service Business Analytics. Alternatively, you can integrate with SAP Analytics Cloud and other third-party solutions using Odata services and APIs. Creating a report using SAP Sales and Service Business Analytics wizard is easy. E.g. with data source, you can get a multi-dimensional analytical view of business data. Reports show values derived from key figures and characteristics and data sources, key figure structures and key figure grids. You have the option to apply different views to set up one or more variations. You can decide the key figures and characteristics, as well as the type of chart that you want to display in the report. The next topic is Installation Management. Installation Management refers to a complete lifecycle of a product installed at the customers' site for which a service is offered. This goes from the moment the object is installed and becomes productive throughout the period it is in use until it gets retired. In SAP Service Cloud, the product items are disposed in hierarchical multi-level representation, such as equipment, devices, machines, or software. These build up the installed base. The item types are installation points, registered products and functional location. As part of installed base, the leading business object is installation point. By installation point, we can get information about any machine installed at a customer place, its warranty, start date and end date, as well as the duration of warranty. An installation point has multiple categories and a registered product is an installation point of category registered product. A registered product is a unique, identifiable product with an associated serial ID. It can have multiple items and sub items that will also be added to the installed base, such as product information, the warranty information, and the customer information. The location of a registered product is taken from the customer address by default. However, it can be also defaulted from the ship-to-party address instead. The functional location is included as a separate entity that contains information such as part information, notes, address and so on. This can be separately created with an installation point view and cannot be added as an installed base item. Additionally, the text content has a description note, and customer information within an installation point of type text. Now, let's move on to warranty management and service contracts. When creating or editing an new registered product, the reference date is maintained. This date is usually the purchase or delivery date which is used to determine the start of an entitlement. Once a warranty has been entered, the start and end dates are calculated automatically. On the other hand, a service contract is an outline agreement that defines services offered for a particular period to the customers, which ensures a consistent customer interaction across the organisation. Service contracts are built on a periodic billing plan and different prices within the contract period can be maintained by a price adaptation. The contract determination starts automatically within the service request on an item or header level when one of the relevant attributes has changed. These attributes can be customer, if the determinations strategy is configured as customer-centric, request date, if the determination strategy is configured as date-based or it can be reference product, installed base, installation point, item product, serial ID, or usage restriction. Keep in mind that the contract determination can only be configured when external pricing is selected. We hope you enjoyed the video. Keep watching for more.