Get an insightful preview on the planned innovations for the fourth SAP Cloud for Customer release of this year and learn about highlights in Sales, Service and Platform & Integration.

 

Sales Opportunity Visits Machine Learning Dynamic Visit Planning (add-on) Intelligent Sales (add-on) Service Service Agent Desktop (add-on) Platform & Integration Performance Integration

Sales

Opportunity

• Quickly assign already existing activities to Opportunity instead of using the Related Items link in the activity itself.

• Newly you can add attachments to Opportunity items not only to the header.

 

Visits

• Rich Text Editor (RTE) for notes is now available for visits, so you can format text for notes as you need.

• Auto scoring option of Perfect Store visits on visit checkout mitigates inconsistencies when field sales reps update in-store audits and forget to score before checking out, which leads to inaccurate in-store performance scores.

• While creating an appointment or a Visit, if the activity is marked as “Draft”, then the groupware server-side integration does not consider this for synchronization to the email box.

 

Machine Learning

• Actionable Insights Using Business Text Intelligence – Appointment recommendations based on notes text, e.g., “Let’s meet on 11th Nov at 1:00 PM” would recommend an appointment for 11th November, saves time.

 

Dynamic Visit Planning (add-on)

• “Plan My Day” automate a visit proposal for your day in one click. Accounts are selected based on priority and geo-proximity.

 

Intelligent Sales (add-on)

• Recommendation View for Accounts – Leverage pre-built, Machine Learning-based insights across accounts to focus on relevant and increase sales team productivity.

• Consolidated View for each Account – Key Metrics section features contextual insights leveraging data from SAP Sales and Service Cloud, SAP Commerce Cloud & S/4HANA Cloud.

• Guided Selling – Guided Execution of an Opportunity.

 

• Guided Selling – Creating a Playbook:
  • Playbooks are configurable sets of activities and actions that can be designed by the sales phase or for all phases of a sales cycle.

• Relationship Intelligence – Recommendation Cards:
  
  • Based on the user’s interaction history with the external contact/account the recommendation cards shall be available.
  • Follow recommendations to maintain a superior relationship with key accounts and contacts.

• • Focus on improvements in a personal relationship with the external contacts and accounts.

 

Service

Service

• Email Attachments – As of November 2021, files attached to email messages can be up to 35 MB in size, a 75 percent increase in capacity. It applies to both inbound and outbound emails.

 

Agent Desktop (add-on)

• It enables the Agent to quickly get up to speed on customer context with a full view of the Customer with the latest on front-office and back-office transactions and history of interactions.

• Offers flexibility to build and deploy guided flows.

 

Platform & Integration

Performance

• C4C provides new tracing capabilities to end-user to capture system status when performance issues occur.

 

Integration

• E2E Integration: Customer Service to Field Service
  
  • E2E Integration Paradigm: No replication of Core Service Processes between the front-office and back-office.
  • Front-office – Agent desktop – Core service processes are orchestrated in the front-office (agent desktop) through mashups.
  • Back-office – Core Service processes are implemented in one place – Back-office – S/4, i.e.: Service Order, Service Quotes, Invoice, Deliveries, etc.

 

 

Where to find more information?

The SAP CX Cloud wiki 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. For the wiki page, the S-user is needed.

 SAP Customer Experience Wiki – SAP Sales & Service Cloud (Cloud for Customer)

 Webcast – SAP Cloud for Customer 2111 Release Briefing (video recording, S-user needed)

 Forrester TEI study – The Total Economic Impact of SAP Sales Cloud and SAP Service Cloud – June 2021 (content is gated)

 Web form

 

Related products

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

SAP C4C SAP CPQ SAP CRM Sinch Contact Pro