What's new in the SAP Cloud for Customer release 2108?

SAP C4C – What's new – August 2021 | con4PAS

During the weekend of 7th–8th August 2021, SAP upgraded all the test tenants. The production tenants were upgraded on 21st–22nd August 2021. As usual, SAP introduced a lot of new functionalities and system enhancements. Most of them will improve current functionalities but there are some brand new functions.

August 26, 2021

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

 

Sales

Opportunity Visit Dynamic Visit Planning (add-on) Intelligent Sales (add-on)

Service

Ticket Agent Desktop

Platform & Integration

New licensing model for SAP Cloud for Customer Microsoft Teams Integration Quick Link from Homepage SAP Analytics Cloud Integration Basic Search Configuration of Extension Fields Dynamic Font Color Using Rules New Global Search Extend App Integration with CPQ Product Master Integration with SAP MDI

Sales

Opportunity

  • Set Opportunity Progress status based on assigned Activity.
  • Add existing Tickets to an Opportunity.

 

Visit

  • UI redesign for Visit Execution.

Visit - Sales img 1

 

Dynamic Visit Planning (add-on)

  • Optimize Routes with historic traffic info for the shortest distance or time.
  • Automate visit planning by defining schedule-based routes and auto-generation rules.
  • Prioritize accounts that should be visited based on the intelligent visit score.

Dynamic Visit Planning (add-on) - Sales img 2

 

Intelligent Sales (add-on)

  • Sales Assistant – Use voice, text, or touch to streamline sales processes while on the go with the conversational sales assistant.

Intelligent Sales (add-on) - Sales Assistant - Sales img 3

  • Guided Selling – Guided Execution of an Opportunity with a suggested set of activities and/or actions, a rep can take at a particular point/phase of the sales cycle.

Intelligent Sales (add-on) - Guided Selling - Sales img 4

Intelligent Sales (add-on) - Guided Selling - Sales img 5

  • Opportunity Relationship Intelligence – View all contacts and employees at the opportunity along with the relationship strength.

Intelligent Sales (add-on) - Opportunity Relationship Intelligence - Sales img 6

  • Relationship Intelligence – My Network with Hug Trend – The indicator depicts the recent relationship strength between you and other contacts.

Intelligent Sales (add-on) - Relationship Intelligence - Sales img 7

  • Customer 360
    • Signal-driven Dashboard – Signals from SAP Commerce Cloud.
    • C4C Opportunity AI scoring.
    • Relationship Intelligence.
    • Engagement Timeline.

Intelligent Sales (add-on) - Customer 360 - Sales img 8

Intelligent Sales (add-on) - Customer 360 - Sales img 9

 

Service

Ticket

  • TinyMCE editor is now supported for Internal & Portal Memo along with e-mail. It offers better performance compared to Kendo.

 

Agent Desktop

  • Improved efficiency to help provide exceptional customer service with a modern workspace.
  • All key functionality and customer info in one workspace.
  • Ability to customize and extend to suit business needs.
  • Map Links on Addresses Card.
  • Knowledge base integration.

Agent Desktop - Knowledge base integration - Service img 1

  • CTI integration widget w/ Phone, Chat, SMS support with enhanced customer identification.

Agent Desktop - CTI integration - Service img 2

  • Customer Hub
    • Customer details.
    • Shortcuts to create – Email, Ticket, Registered Product.
    • Search interaction events (Phone, Chat, Email) and object events (Ticket, Registered Product).
    • KB widget – Mind-touch integration, SAP Jam integration.

Agent Desktop - Customer Hub - Service img 3

 

 

Platform & Integration

New licensing model for SAP Cloud for Customer

  • The licensing model was simplified.
  • C4C is currently offered as a Core functionality with a possibility to extend it with add-ons.
  • New licenses:
    • SAP Sales and Service Core
    • SAP Sales and Service Core, intelligent sales add-on
    • SAP Sales and Service Core, service agent console
    • SAP Sales and Service Core, dynamic visit planning add-on

 

Microsoft Teams Integration

  • SAP Sales Cloud Appointments are enabled for Microsoft Teams collaboration.

Microsoft Teams Integration - Platform & Integration img 1

  • MS Teams provide an access to context information from SAP Sales Cloud – even when a meeting is in progress.
  • Users can access the information with one click, they can see relevant information and can edit records based on their authorizations.

Microsoft Teams Integration - Platform & Integration img 2

 

Quick Link from Homepage

  • Custom queries/filters created by a key user is available for Quick Link configuration.

 

SAP Analytics Cloud Integration

  • SAC features embedded within C4C (Live Connect integration between C4C and SAC).
  • Advanced Analytics features of SAC available for analysis of C4C data at no additional cost.
  • Real-time analytics.
  • Query Designer to create Stories on C4C data, drill down on specific fields, Story and Page filters.

SAP Analytics Cloud Integration - Platform & Integration img 3

 

Basic Search Configuration of Extension Fields

  • Extension fields that are part of advanced search will no longer be enabled for basic search by default.
  • Customers should explicitly select the extension fields for basic search inclusion.

 

Dynamic Font Color Using Rules

  • It is now possible to set the font color for fields using Rules (six predefined colors).

Dynamic Font Color Using Rules - Platform & Integration img 4

 

New Global Search

  • Based on Elasticsearch – Fast, accurate, and flexible.
  • Search history.
  • Search CLI (command line interface) for advanced users.

New Global Search - Platform & Integration img 5

 

Extend App

  • Sales Assistant feature (for Intelligent Sales Add-on).
  • The Extended App (iOS version) is now ready to support iOS 15.

 

Integration with CPQ

  • Sync data from CPQ quote to C4C quote.
  • Leverage new CPQ 2.0 Quote engine.

 

Product Master Integration with SAP MDI

  • Replicate Product Master from S/4HANA and S/4HANA Cloud with Master Data Integration (MDI) to C4C.

 

 

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 2108 Release Briefing (video recording, S-user needed)

Web form

 

Related products

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

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