Get an insightful preview of the planned innovations for this year's first version of SAP Cloud for Customer (C4C), known as SAP Sales Cloud and SAP Service Cloud, or under the new licensing model as SAP Sales and Service Core.

 

SalesMicrosoft Teams IntegrationGroupware integrationVisitsMachine LearningDynamic Visit Planning (add-on)Intelligent Sales (add-on)Account Engagement with Emarsys

 

Service

 

Platform & IntegrationData Workbench

 

Sales

Microsoft Teams Integration

• Shared Workspace – shared workspace concept has been extended further to support Meetings. It helps share data or an object within a dedicated team, supporting better collaboration and decision making. The shared workspace concept is available from C4C as well as from the Teams client.

• Deal Room – helps business users to set up a new dedicated team for the high-value opportunity.

• Outbound call support – customers can configure the Microsoft Teams to be the preferred business communicator for all or specific roles. Customers must have the required Microsoft Teams license in place for outbound calls.

Groupware integration

• You can manually convert an email to a ticket in one click.
• Ability to associate sales-related customer queries with corresponding service tickets.

 

Visits

• Visits and collaboration within Microsoft Teams.

Machine Learning

• Product Recommendations for Opportunities – products are proposed in opportunities and quotes by the Machine Learning algorithm which is based on transactional purchase history. Sales reps can leverage upsell and cross-sell recommendations to increase deal size.

Dynamic Visit Planning (add-on)

• Search Map Area – you can search a specific map area to see the exact accounts within a specific radius. Easy visualization of accounts in the map without having to explicitly search.

• Perfect Store Insights – all relevant perfect store KPIs can now be visualized in the dynamic visit planning cockpit. It gives the user insights into the exact score declines and areas of decline.

Intelligent Sales (add-on)

• Account insights from S/4HANA Customer 360° view – sales reps can access S/4HANA Customer 360° view for an account and gain additional insights on fulfillment issues, customer returns, credit memo requests, sales scheduling agreements, and open quotations. Enriched account insights empower sales reps in customer engagements and support them in decision-making.

• Guided Selling – relationship intelligence-based recommendations. Sales reps can leverage intelligent action recommendations for contacts based on interaction history. Keeping in touch with customers promptly helps to nurture relationships and win opportunities.

• Sales Manager Forecast Enhancements – sales managers can now view and utilize forecasts submitted from their sales reps. Enhanced forecast submission and improved forecast visibility.

• Forecast Submissions for Sales Reps – sales reps can now submit forecasts.

• Contextual Navigations – navigation from Pipeline Manager to Forecast Tracker and vice versa within the context of selected sales unit and time-period. Forecast Tracker variances are displayed and linked to Pipeline Flow within the context of the selected sales unit. The two largest variances in the selected period are highlighted. It brings more intuitive and convenient pipeline management and forecasting.

Account Engagement with Emarsys

• Powerful customer engagement service add-on built on SAP Emarsys to accelerate & improve Account Engagements.
• Account Engagement with Sales Cloud covers the following:
  • Run Tactics & Analyze Success – Outcome-oriented tactics including program-level reporting.
  • Marketing and Sales Collaboration – Direct process integration and bridge the gap.
  • Send On-Behalf Campaigns – Gives sales the ability to select and engage directly with customers.
  • Build Audiences on Accounts and Contact Relations – Prepare targets groups and include sales selection for programs.
  • Personalized Templates Targeting Account Relations – Personalize engagements across channels.

• This functionality is available via Beta Program – B2B Account Engagement with Emarsys, only. Other information can be found here  (the SAP Key User is required).

 

Service

• Email channel – configurable Text placeholder in Subject Pattern.
• Define the text placeholder that needs to be embedded into the Subject pattern – Ex: Replace “Ticket” with “Case”, custom logic for threading.
• Reduce emails ending up as “Unassociated” or being created as new tickets.

 

Platform & Integration

Data Workbench

• Enhancement in Format Validation Log File – While importing data, rectifying the errors in the import data file identified in the format validation becomes much easier as the entry that needs to be corrected is now clearly specified.

 

 

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Where to find more information?

The SAP Cloud for Customer Community page contains announcements and information for SAP Sales & Service Cloud portfolio. We encourage anyone interested in information about SAP Cloud for Customer to bookmark this page.

 SAP Cloud for Customer Community – SAP Sales & Service Cloud (C4C)

 

Related products

Read more about the solutions in Customer Management line of business and their respective success stories.

SAP C4C Intelligent Sales Add-On Dynamic Visit Planning Add-On Service Agent Console Add-On SAP CPQ SAP CRM Sinch Contact Pro