Product Documentation PUBLIC What's New in SAP Cloud for Customer
Table Of Contents 1 What's New in SAP Cloud for Customer.... 4 Table Of Contents P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 3
1 What's New in SAP Cloud for Customer This document provides information about what s new and what's changed for the sales, marketing, service, and social engagement features of SAP Cloud for Customer. New and Changed Features General Features What's New SAP Cloud for Customer for ipad Retail Execution is now supported in offline mode. This allows you to complete visit actions such as checkin and check-out, edit visit information, complete surveys and tasks and create follow-up items such as sales quotes, service tickets and opportunities. While in offline mode you can also create contacts and tasks and add a product list to sales quotes. ios 7 is now supported by SAP Cloud for Customer for ipad. Easy Search for Phone Numbers and E-Mail Addresses You can search for a phone or e-mail using wildcard characters from the advanced filter at the top of a list of accounts, contacts, individuals, partners, or partner contacts, where applicable. You can also search for a phone number using text. This search is conducted on both the primary and secondary phone numbers and e-mail addresses. Choose the search result to go into the details to see secondary numbers and addresses. Surveys Surveys have been enhanced with the following features: You can now fill out surveys for product categories, as well as individual products. Note: surveys for product categories is only available when accessing the solution from a web browser. Surveys can pre-populate answers based on the answers given for the previous survey. Enable this option when you create a survey by selecting the Previous Answers checkbox. You can now use scoring for multiple-choice questions. You can then use the scoring for reporting. You can view survey results associated with an account, product or competitor product by choosing the Survey Results tab from the relevant details screen, provided that you have personalized the screen to make this tab visible. You can only view survey results for products and competitor products whose status is Complete. For more information, see Surveys. Workflows for Tickets Under Activity Planner Routing Rules, you can now automatically assign an activity plan (which can include tasks and surveys) to a ticket, based on the ticket attributes. Interactive Dashboards Interactive dashboards are now available when accessing your solution with a web browser as well as on SAP Customer Insight for ipad. What's Changed 4 2011, 2012, 2013 SAP AG. All rights reserved. P U B L I C What's New in SAP Cloud for Customer
Name and Address Changes Now when you change a customer or contact name or address, any existing documents associated with that customer or contact, like opportunities or tickets, are updated to reflect the changes. Inviting People to Groups You can invite people easily when creating a new group, provided that your administrator has enabled groups through SAP Jam integration. Select Invite Team or Invite Contacts to automatically populate the related boxes when creating a new group. Sales Features What's New Tours You can now organize multiple account visits into a tour. Tours are useful if you want to plan the sequence and timing of multiple visits in one day, one week, or even an entire month. Sales Leads From the Sales Leads worklist, you can now choose Actions Assign Selected Leads Using Rules to reassign sales leads that are not of interest to you. In response, the solution routes these leads in accordance with the lead assignment rules defined by your administrator. Opportunities Actions for opportunities are now supported in the worklist. You can now choose a new tab, Related Opportunities, to identify other opportunities that are related to the current opportunity. Provided that you have personalized the screen to make this tab visible, you can add an existing opportunity to associate it with the current opportunity, or create a new associated opportunity. If you create a new opportunity in this tab, then the solution copies the field entries of the existing opportunity into the new opportunity, so that you can modify the entries before saving. You can now delete opportunities from the worklist, provided that your administrator has granted you the appropriate authorizations. What's Changed Account Owners If you have a solution where territory management is enabled, when you create a new account, you are no longer the default account owner. You can manually assign yourself or another person as the account owner. If you input a territory when creating an account, then the associated territory owner will be assigned to the account. The territory owner and account owner are no longer related. Sales Data in Accounts If your solution is not integrated with SAP ERP or SAP CRM, then you can now create, edit, or delete sales data from the account details, under the Sales Data tab, provided that you have personalized the screen to make this tab visible. Appointments From the details screen of an appointment, you now choose Actions Generate Summary to generate a summary. (Previously, this option appeared under Actions Generate Visit Report.) Download Your Contacts and Account Information into Microsoft Outlook You can synchronize your account and contact information from the SAP cloud solution into Microsoft Outlook. Multiple Territories to an Account If your administrator has enabled multiple territories, you must select a territory when creating an opportunity, sales lead, sales quote, or activity. What's New in SAP Cloud for Customer P UB LI C 2011, 2012, 2013 SAP AG. All rights reserved. 5
Override Territory If your administrator has enabled territory management, but not the assignment of multiple territories to an account, and if you deselect Override Territory from the account details header, then the solution will automatically derive the territory, based on any existing rules. To keep a new territory assignment, choose Save. Marketing Features What's New Marketing Leads You can select the new Use Existing Account option, provided that you have personalized the solution to make it visible, to assign existing accounts and contacts to new marketing leads as you create them. To do so, select this option, then specify the appropriate account and contact for the new marketing lead, then save it. Marketing leads that are created with this option can only be converted to opportunities, because an account and contact are already associated with them. The Involved Parties tab is now displayed for marketing leads that have been created with the Use Existing Account option. From the Marketing Leads worklist, you can now choose Actions Assign Selected Leads Using Rules to re-assign marketing leads that are not of interest to you. In response, the solution routes these leads in accordance with the lead assignment rules defined by your administrator. If your solution is scoped to check for duplicate accounts and contacts, then you can now see potential duplicates within the Conversion tab of the marketing lead details. If the marketing lead has been converted to another item or created with the Use Existing Account option, then potential duplicates are not displayed within the Conversion tab. You can now delete certain marketing leads from the worklist, provided that your administrator has granted you the appropriate authorizations. Even if you possess these authorizations, you cannot delete marketing leads that have been converted to sales leads or to accounts and contacts. You also cannot delete marketing leads that have been created with the Use Existing Account option. Service Features What's New Work Order Management The processes involved in work order management are now supported through the introduction of the following features: Work orders are created when an agent releases a ticket to the work order status. The work order is then available in the Work Orders tab and can be assigned to a service technician or team for processing. For more information, see Work Orders. Surveys and tasks may be assigned to tickets and work orders automatically based on the rules defined by your administrator. You can also choose to manually add them from existing activity plans. Service technicians can work in SAP Cloud for Customer for ipad to plan and process work orders while on site. Surveys Survey features are now supported for tickets. For more information, see Surveys. 6 2011, 2012, 2013 SAP AG. All rights reserved. P U B L I C What's New in SAP Cloud for Customer
Third-Party Reported Tickets When you create a manual ticket, you can now indicate that the issue is being reported by a customer on behalf of a customer's customer, both of which are accounts in the solution. Involved Parties The agent workspace now includes a tab for all involved parties related to a ticket. Ticket Routing Tickets created manually are now routed according to the rules defined by your administrator. Enhancements to Individual Customers When creating a new individual customer, you can now add a mobile number, fax number, and address, provided that you have personalized the area to make these fields visible. You can also add multiple addresses, e-mail addresses, and mobile numbers to an individual customer from the details screen, under the Addresses tab. What's Changed E-Mail Responses Agents can now change the From e-mail address when responding to tickets. E-mail tickets are now associated with the e-mail address the customer used to send their message, regardless of whether that e-mail address is his or her primary e-mail address on record. Adding Notes to Completed Tickets You can now add internal notes to a completed ticket. How-To Videos Additional training videos have been published. To watch them, see How-To Videos. What's New in SAP Cloud for Customer P UB LI C 2011, 2012, 2013 SAP AG. All rights reserved. 7
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