Jeroen Zuijderwijk
Read all my blogsMost organisations using SAP Cloud for Customer focus on its sales capabilities. A whole other area of useful functionality is a blind spot for most of the current customers. With this I’m referring to Cloud for Service, which covers a broad spectrum of service related processes. A couple of weeks ago, the service topic was already partly touched in the blog about Customer Service for Utilities, yet, the solution covers more than just Utilities. As good customer service is a valuable tool to lower customer attrition rates, Cloud for Service is a tool to help companies with this. Especially customers using SAP ECC as their ERP system will benefit from the capabilities of this tool with the available integrated scenarios.
Customer Service functionality
Service Agents using SAP Cloud for Service, are assigned the Customer Service functionality in the system. This is mostly found under the Customer Service workcenter in the system. From there, the agents can access the queue, tickets, templates and unassociated e-mails depending on their authorisation and organisation assignments.
Incoming communication is collected in the queue as tickets. The queue only display the tickets with status open or in process. To review closed tickets, the agents can access the Tickets view. A ticket could be a simple query, which can immediately be answered, a complex complaint or anything in between. Tickets can be created manually by the agent triggered by a phone call, or automatically from an e-mail or social media message. By default, all tickets are visible for all agents with the correct access rights. Distribution rules allows administrators to make sure agents only have access to the tickets that are relevant for them, as the tickets are routed to the relevant people or group. Groups are set up in the service organisation in the Cloud for Customer system. The queue will then display the list tickets the agent can work on. The system also allows setting up SLAs and escalation rules for tickets.
Agents can also create complaints based on orders in SAP ECC. They can then also process the resolution immediately from the C4C system and, for example, trigger the creation of a return order in the SAP ECC system. Referencing an invoice or delivery is currently not available in standard and this is unfortunate for many customers.
Field Service Functionality
Standard integration with SAP ECC allows booking these parts or service into an internal order in ECC, so customers can be billed accordingly. To allow easy access in the field, SAP offers several apps for different platforms.