SAP CLOUD FOR SERVICE SAP CLOUD FOR SOCIAL ENGAGEMENT WHAT S NEW IN Gert Tackaert Renee Wilhelm

Transcription

1 SAP CLOUD FOR SERVICE SAP CLOUD FOR SOCIAL ENGAGEMENT WHAT S NEW IN 1411 Gert Tackaert Renee Wilhelm

2 SAP CLOUD FOR SERVICE/SOCIAL ENGAGEMENT WHAT S NEW IN DETAILS Communication Channels SMS as a support channel (inbound & outbound) Contact Center Improve step Create a new ticket from Live Activity (save ticket & open AWS) Improve step Open an existing ticket from the Queue (open ticket in AWS) Provide a Lean AWS Similar tickets auto-search limited to tickets for same customer Core Service processes Next Ticket business process Support BO action in workflow for escalate and de-escalate Ticket Approval workflow Field Service Installed base management (beta) Quote-to-Ticket Enhancements to ECC integration, supporting: Billing Request Internal Order MM movements CATS postings

3 SMS CHANNEL - FUNCTIONALITY OVERVIEW As a customer Create ticket through SMS Add additional info through SMS to an existing ticket As an agent Respond to SMS ticket As an admin Setup SMS channel for each short code Specify ticket type for SMS channel Route ticket by SMS channel

4 SMS CHANNEL SETUP Step 1: Enable Messaging in Scoping Scoping element: Sales -> Account and Activity Management -> Activity Management. Question: Do you want to record messaging activity? Step 2: Create Communication System Administrator -> General Settings -> Integration -> Communication System.

5 SMS CHANNEL SETUP Step 3: Setup Communication Arrangement Administrator -> General Settings -> Integration -> Communication Arrangement. Step 4: Request Gateway Provider for Short Codes (for inbound SMS) and Endpoint URL ( for Outbound SMS)

6 SMS CHANNEL SETUP Step 5: Create Mashup for Outbound Messages Administrator -> Business Flexibility -> Mashup Web Services. Step 6: Create Messaging Channel Administrator -> Service and Social Settings -> Messaging Services Step 7: Set Up Routing Rules for Tickets from Messages

7 SMS CHANNEL B2C customer use cases All SMS s converted to tickets SMS Threading - New SMS s appended to existing open ticket Notifications not enabled via SMS channel 160 characters in response feeder Current support for Sybase as the Gateway provider

8 CONTACT CENTER Agent Workspace (AWS) Improvements Performance Focus Create a new ticket from Live Activity Open an existing ticket from the Queue Provide a Lean AWS optimizing performance and streamlining usability for different service environments Lean configuration options to accommodate for queue driven business process Delivered: Interaction tab Delivered: Description area for Overview Facet Set up via adaptation mode/personalization

9 CONTACT CENTER Agent Workspace (AWS) Improvements Similar tickets auto-search No longer based on tags Show past tickets for customer Eliminate need to navigate to customer detail page Standard query finds other tickets from same customer (automatically shown) Search feature takes into account/customer, product and ticket description Improves performance

10 CORE SERVICE PROCESSES NEXT TICKET Next ticket: Standard user flow Get next ticket action/button In Queue In Ticket (AWS) Next ticket criteria: User relevant unassigned tickets and those with user as processor Closest due date Highest priority Changed on (oldest) Agent must complete and save ticket prior to selecting Next ticket Reduce navigation back to queue Eliminate cherry picking Eliminate need to staff for ticket dispatcher role Enable in Scoping

11 CORE SERVICE PROCESSES WORKFLOW Workflow: support BO actions in definition of rules: Send notification Send Update fields Tasks Actions (new) Via workflow rules new rule type: Actions Enabled escalate Enabled de-escalate Set groundwork for further enhancements

12 TICKET APPROVAL Activate in Scoping Approval definition: multi-step work distribution conditions Approval Logic in Ticket Processing

13 TICKET APPROVAL - SCOPING Activate multi-step approval for tickets Activate manual or automatic approval submission of ticket

14 TICKET APPROVAL APPROVAL DEFINITION Define ticket approval steps Define approval work distribution: Approver of Ticket Direct Approvers Manager of Agent Responsible Manager of Service Technician Responsible for Account Define approval conditions based on standard ticket fields and extension fields

15 TICKET APPROVAL APPROVAL DEFINITION: WORK DISTRIBUTION

16 TICKET APPROVAL APPROVAL DEFINITION: CONDITIONS 1411 Condition attributes Ticket Type Priority User Status ABC Classification Customer ID End Customer ID Warranty ID Warranty Reference Date Contract ID Contract Name Service Level ID Reference Product ID Reference Product Category Item Product ID Item Product Category ID Service Category ID Incident Category ID Resolution Category ID Cause Category ID Object Category ID Serial Number Extension Fields: Root Extension Fields: Customer Extension Fields: Items

17 TICKET APPROVAL AUTO-SUBMISSION for APPROVAL If during create/change of a ticket, approval conditions are fulfilled, a warning will be raised and, after save, ticket Approval Status will be set to In Approval After save, the ticket is no longer changeable, except: Approval Note, Approval Actions

18 TICKET APPROVAL MANUAL SUBMISSION for APPROVAL If during create/change of a ticket, approval conditions are fulfilled, the warning Submit for approval will be raised After Submit for Approval, the Approval status will be set to In Approval, and the ticket is no longer changeable, except: Approval Note, Approval Actions

19 TICKET APPROVAL MANUAL SUBMISSION for APPROVAL

20 TICKET APPROVAL TICKET in APPROVAL Approval Status = In Approval Requestor is able to Withdraw from Approval Ticket in read-only, except: Approval Note, Approval Actions Internal Notes Creation of Follow-Up Documents (e.g. Lead, Opportunity, ) Adding Attachments Sending Answers to Customers (e.g. via Mail, Portal Post, Social Media)

21 TICKET APPROVAL NOTIFICATION TO APPROVER Approver is enabled to do Actions: Approve or Send Back for Revision

22 TICKET APPROVAL TICKET APPROVED If a Ticket is Approved, the Approval Status is set to Approved, and it is possible to change the Ticket again If an approval relevant field is changed, the ticket is not automatically re-submitted for approval. The user can manually submit the ticket for Approval Via Workflow rules it is possible to trigger the Submit for Approval action again

23 TICKET APPROVAL UI ENHANCEMENTS

24 TICKET APPROVAL UI ENHANCEMENTS

25 QUOTE-TO-TICKET Create a Ticket as a follow-up of a Sales Quote All products are copied from the sales quote into the ticket The sales quote is visible in the Related Items tab in the Ticket

26 INSTALLED BASE OVERVIEW Introducing Installed Base (I-Base) to Cloud for Service to create and track a hierarchical record of installed assets An I-Base can have multiple I-Base Items, an I-Base Item can be a product, registered product, or any logical grouping of items (text item). An I-Base item can also have sub-items With 14/11, it is possible to create/edit an I-Base, maintain status of I-Base (in preparation, active, blocked, obsolete), as well as edit involved parties please note: in 14/11 I-Base is only released as beta-version

27 FINANCE, CONTROLLING, & LOGISTICS INTEGRATION Creation of Internal Order for revenues and costs collection Billing request for billable services and parts, based on Time & Material or Fixed Price Time posting in CATS on Internal Order Service parts consumption from Technician Consignment Stock

28 INTEGRATION SCENARIO - SERVICE WITH QUOTE SAP Cloud for Customer External Pricing Prospect Contact Person Sales Quote Account Product Ibase Follow-up Work Ticket Actuals Release to ERP SAP ERP Customer Material Equipment Pricing Standard ECC Add-on Billing Request Internal Order Invoice Goods movement Timesheets (CATS) Revenues Costs Costs

29 INTEGRATION SCENARIO RELEASE TO ERP Type: Service Part Technician Stock Invoicing Method: Time and Material: Actual Quantity used for Billing Fixed Price: Planned Quantity used for Billing

30 INTEGRATION SCENARIO INTERNAL ORDER Attributes from Work Ticket

31 INTEGRATION SCENARIO DEBIT MEMO REQUEST Target Quantity based on Invoicing method: Time and Material: Target Quantity = Actual Quantity in Work Ticket Fixed Price: Target Quantity = Planned Quantity in Work Ticket

32 INTEGRATION SCENARIO MATERIAL DOCUMENT Goods movement type 291/W based on Actual Quantity in the work ticket

33 INTEGRATION SCENARIO CATS POSTING CATS posting linked to Internal Order, based on Actual Quantity in the work ticket

34 SAP CLOUD FOR SERVICE/SOCIAL ENGAGEMENT WHAT S NEW IN DETAILS Communication Channels SMS as a support channel (inbound & outbound) Contact Center Improve step Create a new ticket from Live Activity (save ticket & open AWS) Improve step Open an existing ticket from the Queue (open ticket in AWS) Provide a Lean AWS Similar tickets auto-search limited to tickets for same customer Core Service processes Next Ticket business process Support BO action in workflow for escalate and de-escalate Ticket Approval workflow Field Service Installed base management (beta) Quote-to-Ticket Enhancements to ECC integration, supporting: Billing Request Internal Order MM movements CATS postings

35 SAP Cloud for Customer Curriculum Overview C4C10: SAP Cloud for Customer Project Implementation Goals: Equip project team members to configure and implement C4C Duration: 4 Days Audience: Project managers, application consultants, key users C4C30: SAP Cloud Applications Studio Goals: Empower development teams on SDK for C4C application extensions Duration: 4 Days Audience: Technical consultants, developers C4C50: SAP Cloud for Customer Integration with On-premise SAP Solutions Goals: Enable technical consultants to configure and implement C4C integration scenarios with SAP ERP and SAP CRM on-premise applications Duration: 4 Days Audience: Integration developers, BASIS administrators, application and technical consultants

36 SAP Cloud for Customer Curriculum Details at C4C10 C4C30 C4C50 C4C Introduction & Cloud Implementation Methodology Cloud Applications Studio Introduction C4C Integration Introduction Scoping and Fine Tuning Organizational Management User Management Generate new business objects, user interfaces Publish new scoping and fine tuning for new business objects Create extension fields, adapt UI s and reports C4C Configuration & C4C API s SAP ERP Configuration SAP HANA Cloud Integration Configuration Data migration Integrate data via web service and XML Cloud Integration Connectivity Notification and Workflow Tracing and Debugging feature Data replication Personalization and Extensibility Mobile Establish approval task and enable notification rule Architecture and building Add-on solutions for Mobile devices Extending Integration Scenarios SAP CRM Configuration Reporting Mashups development SAP NetWeaver PI Configuration Integration Overview Lifecycle Management Pricing Integration

37 THANK YOU!