Name: Using Agent Desktop with SAP Service Cloud
Uploaded: 2022-2-22
Duration: 385 s

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<div><div><div><div><div><div>We cover 3 scenarios for Agent Desktop in SAP Service Cloud, integrated with S/4HANA Cloud ** <br><p>1st scenario: Using SAP Service Cloud as your front end to create a Service Order via a mashup with SAP S/4HANA Cloud. </p><p>2nd scenario: Consult Knowledge Base and send reply E-Mail to customer (1st level Support Agent Desktop Features):</p><p>3rd scenario: Use Agent Desktop to access Accounts and create tickets (2nd Level Support Agent Desktop Features)**</p></div></div></div></div></div></div>

Using Agent Desktop with SAP Service Cloud

Hello, my name is Ennio. In this video, I’ll show you how to create a service order in SAP Service Cloud using Agent Desktop. Let’s look at the following scenario. Your customer has a problem with a Circulation Pump and needs a Service technician from your company to pay a service call. You are using SAP Service Cloud as your front end, and have a mashup with SAP S/4HANA Cloud. From SAP Service Cloud, I’ll go to Service, Agent Desktop. In the search, I’ll enter the Customer ID and select “Accounts”.  I’ll click the Confirm button for DelBont Industries.  Now, with the Customer Hub tab open, I’ll click Create, Service Order. The Service Order action is connected to the S/4 tenant within the mashup frame. I’ll see a list of organizational data. From this list, I will select Product Division 00. Now, I can see the sales order in S/4HANA Cloud. If needed, I can expand the screen using the expand icon. Now, I’ll add the details to the Service Order.  I’ll Navigate to the Items tab and add the Service Item for the field Product ID: D2O-SERV1210 Valve Service with Quantity 1. Now, I’ll add a note specifying the customer needs expert support for the product.  Now, I can go back to the Service Order details and enter the dates for the service.  Now that the service order has been created, I can see the service order number.  Now, let’s see what to do if the agent needs to make a change to the service order. Let’s say the agent entered a quantity of 1, but needs to change it to 2. In addition, the agent would like to change the assigned employee from James Taylor to Steve Baker. To do this, navigate to Items and click the Edit icon to the left of the item. I can now change the quantity. To change the employee, I’ll click Parties Involved. I’ll then change the name on the Employee Responsible from James Taylor to Stephen Baker. Note that when I change the employee responsible, the Partner ID is also updated. The service order is given a unique ID, the price for the planned service is determined, and the service is ready to be processed by the service agent. The Timeline tabstrip displays the interaction history with the customer. Notice that we can see the actual Service Order we just created.  Now, let’s look at a different scenario. In this case, DelBont Industries is calling the service agent with a general question regarding your products in the area of pump systems. The service agent would like to consult a knowledge base and send the answers they find via email to the customer. We’ll start by logging in to SAP Service Cloud as a services agent.  Next, I’ll open Services, Agent Desktop.  I‘ll enter the customer ID and select the Accounts button. I’ll click Confirm next to DelBont Industries.  To search the Knowledge Base, I'll click the icon on the right.  Your contact says he needs information about Fire Pumps, so we’ll enter the value "Fire Pump" in the search area. It looks like the first article is the one that we need, so I’ll select it, then click Open in Help Center.  The customer tells you he would like a link to the Article via E-Mail, so I’ll start by clicking the email icon.  I’ll select my system email as the From address  and enter my own email in the To address.  I’ll enter a subject, and click send.  To see a record of the email, open the Timeline tab.  In our third scenario, DelBont Industries is contacting the service agent to request expert support regarding the knowledge article we sent. We want to create a ticket. Once again, I’ll open Agent Desktop and search for the Customer ID, click Accounts, then Confirm.  I’ll navigate to the Customer Hub and click Create Ticket.  In the details, I’ll add a subject and description.  I’ll then click Save and Open.  The agent processing the ticket is Connie Whitley. We would like to assign the ticket to Brian Ronald, who is an expert on this product. I’ll click the search icon in the Assigned To field.  The new ticket is now assigned to Brian Ronald and will appear in his queue. Thanks for watching! Please visit more SAP Service Cloud videos at opensap.microlearning.com.