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

 

SalesSales coreDynamic Visit Planning (add-on)Intelligent Sales (add-on)

ServiceService coreAgent Console (add-on)

Platform and IntegrationData WorkbenchSAP Cloud Application StudioArchiving

 

Sales

Sales core

• Sales Quote
  • Link Sales Orders to external Sales Quote.
  • Enhanced data source with new key figures for gross and tax value (CODCQTIB).
• Visits - Date determination to include visit type.
  • While creating a follow up visit from the Visit Check-out prompt, the Visit date and duration determination logic will now additionally match the visit type along with the sales area maintained within the account Visit details.
•  Survey Reporting
  • Ability to view and display attachments from the survey report through enabled hyperlinks.
• Perfect Store
  • Store Valuation BO PSM release. Enhance productivity and personalization by reading the data from the Perfect Store StoreValuation BO (root) via SDK.

Dynamic Visit Planning (add-on)

• Mass Update of Visit Plans & Route Groups
  • Mass Update of existing Visit Plan & Route Groups - Better control and saving time in updating entries of Visit Plan & Route Groups.

• Error handling for unsuccessful create/update of Visit Plans & Route Groups.

• Showing distance (Miles/Kms) next to driving time for planned visit list items in cockpit
  • The user have flexibility to select the distance in Miles or kilometers as Unit of Distance.

• Warning for accounts being planned for days other than ones mentioned in visiting hours.

 

Intelligent Sales (add-on)

Guided Selling

• Sales Cycle selector for Kanban view
  • Sales Cycle selector has been introduced on the Kanban view.
  • Multiple Sales Cycles can be selected via Quick filters and Advanced Search for both Kanban and Table views.

• Tablet support for Guided Selling in Extended App Service for Mobile
  • Sales Representatives can now use Guided Selling on their tablets.

Extensibility

• Extensibility capability is now available for Intelligent Sales Execution.
• Administrators can do the following for each ISE module:
  • Add/remove/reorder fields in the opportunity list.
  • Add/remove/reorder fields in the filter pane.
• Both standard and custom fields are supported.

Service

Service core

Ticket Management

• Delete Ticket Link with "Related Items"
  • The delete button is introduced as column in Follow Up and Preceding Document (personalized hidden).
  • Customers can delink Items linked incorrectly / by mistake.
• New search field Created By (OVS)
  • New field with same name “Created By”, but of type OVS in the Ticket Advanced Search.
  • Possibility to use the value help for Search.

E-mail Channel and Interaction

• Ability to set Email Priority for Emails from Timeline Tab of a Service Ticket
  • Ability to set an email priority (High, Normal, Low) for emails from the Timeline tab of a service ticket.
• Email Sent On date appears on Ticket Timeline in addition to activity creation time.

Maintenance Plan

• Combined Ticket Generation
  • Option within Maintenance Plan to create within Maintenance Run one ticket that considers all the listed Objects by customer.
  • This will bring acceleration of the processing of time based & cyclical maintenance of similar service objects.

 

Agent Desktop Add-On

• Multi-CTI Widget Configuration Enhancement
  • Admin will be able to configure multiple CTI Vendor widgets, over just the one currently. This will let them switch between the CTI widgets based on the business requirement.
  • Admin isn’t restricted to configuring only one CTI provider, as in most cases there are multiple CTI providers than an org can have.
  • Admin can easily switch between which CTI provider should be active based on the business requirement.

 

Platform and Integration

Transition Tools V1 to V2 - Readiness Check Tool

• Summarizes solution implementation details in the existing V1 (C4C NGAP) system.
• Reports on V1 scoping, extent of customizing of V1 implementation (number of extension fields, PDIs, mashups,…).
• Enables customers to leverage full potential of V2 by providing feature parity and innovation details with guides and best practices to V2 by Transition Tools.

OData Framework

• OData Security Session Handling Restriction – Prod tenants.
• We observed performance degradation during high ODATA activity due to very high number of security sessions being created. This change is implemented to optimize the performance by optimizing security session handling.

MS Teams Integration

• Multi Tenant Support: It will allow customers with multiple SAP Cloud for Customer tenants to use one Microsoft Azure Microsoft Teams account across the tenants, this update will display all the tenants being used in Teams app.

 

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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 Service Cloud Version 2 SAP CPQ SAP CRM Sinch Contact Pro