Name: SAP Service Cloud Integrations
Uploaded: 2021-5-17
Duration: 314 s
Description: This video shows you the various integration capabilities available out of the box with SAP Service Cloud. Know about the benefits of connecting SAP Service Cloud to SAP Marketing, SAP Commerce, S/4 HANA and more.Learn more at help.sap.com.

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<div>This video shows you the various integration capabilities available out of the box with SAP Service Cloud. Know about the benefits of connecting SAP Service Cloud to SAP Marketing, SAP Commerce, S/4 HANA and more.<br><br>Learn more at <a href="https://help.sap.com/" rel="nofollow noopener noreferrer" target="_blank">help.sap.com</a>.</div>

SAP Service Cloud Integrations

Hello and welcome!  SAP Service Cloud orchestrates seamless service experiences to support customers throughout their entire journey.  It bridges the gap between front-office engagements and back-office processes.  This becomes even more true when you integrate!  Let's look at the integration capabilities of this solution. Integration with SAP Commerce enables true interactive selling. Customers support agents can create incidents to help customers with their online purchases.  The agents have access to vital information such as the customer's account details  and their shopping cart. With just a few clicks, the agent can provide product recommendations, solve customer incidents and might even complete a sale of the  items in the customer's shopping cart.  The pre-packaged integration with SAP Marketing, allows you to combine the powerful campaign planning and sales initiative features to generate leads.  For instance you can easily replicate service tickets from SAP Service Cloud to SAP Marketing. This helps marketing to understand a customer’s business need better. This information can then be used to alter campaigns, hand out awards or compensation to improve customer satisfaction. Integrating with SAP ERP and SAP S/4HANA allows you to further streamline the ordering, invoicing, accounting, delivery processes. For instance, when the work ticket created in SAP Service Cloud uses controlling in SAP ERP to account for time spent, parts used and billing. A similar integration is also available with SAP S4/HANA platform.   The integration is carried out by Pre-Packaged Integration Content or i-flows  that synchronize information between SAP Service Cloud and SAP S/4HANA.   You can manage the complete field service scenario  (from work orders and SLAs to contracts, warranties, and service parts) as well as telephony integration connected to your back-office processes.           Integration with SAP Field Service Management enables you to extend the end to end field service process;  with intelligent service call scheduling, workforce dispatching and crowd sourcing. While Service cloud typically focusses on the “low-touch” customer communication model via telephone, SMS, email,  chat and social medias, the FSM integration adds the “high-touch” functionality with field service execution using mobile devices. In addition, also the “no-touch” customer interaction pattern becomes available by leveraging the customer support self-service capabilities.  For examples a chatbot supporting the customer after scanning a QR-Code on its equipment.  Integrating with SAP CRM makes SAP Service Cloud look like a “mobile layer” on top of the On-premise installation.   You can leverage your existing investments in SAP CRM and benefit from innovations being delivered constantly in SAP Service Cloud.   You can manage all your CRM processes on the go, offline or online, leverage the power of predictive analytics and manage  service processes more effectively.   It also integrates with SAP Qualtrics to send feedback surveys at different milestones in Service processing, create Service tickets  based on Survey responses and provide insights with the combined Experience and Operational data to improve processes.  You can easily set up an automation for proactively handling negative feedback captured using a customer feedback survey. Integration with SAP JAM is also possible to support team collaboration using feeds and work patterns.  It enables knowledge management and search in service scenarios.  Apart from the standard integration with the other SAP systems,  SAP Service Cloud also provides integration with external applications or services.   This can be easily done using web services and mash-ups.   A Mash-up means a third party screen embedded within the solution.  Mash-ups can include Web searches, company or industry business information, or online map searches.   As an administrator, you will be able to define new URL, HTML, or data mash-ups and add them to the user interface layout.  Preconfigured mash-ups are provided by SAP Service Cloud. This gives you a sneak peek into the systems that SAP Service Cloud can integrate with. You can learn much more at help.sap.com                               Thanks for watching!