General information

• Business Partner:
  • Status Change actions are now available at the Datasets level for the following objects: Accounts, Contacts, and Individual Customers. The change statuses are: Set as Active, Block, Set as Obsolete.
  • Workflow Action to copy Account status changes to its Contacts can now be defined to automate the status updates of Accounts and their related Contacts.  There are three actions available for the status update which provide quicker updates to Accounts and their Contacts for key status changes – Activate, Block, Obsolete.
  • Map view is now available for Competitors, Partners and we can quickly view them on the map of the region.
  • Caller ID on Android is now supported by the SAP Cloud for Customer extended edition app. The feature is supported on Android 6 (API 23) and above.

Workflow Action to copy Account status changes to its Contacts	Map view

• What’s New in 2002 for selected Cross Topics:
  • In the Product Master, Product ID allows additional special characters to support better replication from ECC, such as ä,ü.ö, or “.
  • In the Product Lists a Remove action has been added to list views (mass enabled). The action allows deleting items in bulk.
  • In the Organizational Model hidden field, “Only local Edit” has been introduced. This indicator is relevant if you replicate org units or organizational unit employee assignments from ERP or CRM to the Cloud for Customer. If this indicator is set, organizational changes replicated from ERP or CRM will not remove this organizational unit and its employee assignments, as it refers to a specific Cloud for Customer entity.

• Miscellaneous:
  • Business objects can be launched directly based on URL using the internal or external IDs of the business object. This functionality can be used e.g. in workflow rules of type e-mail.
  • New Data Type for Extension Fields can be created for business object types. Object search values and navigation to the object detail is enabled for extension fields. Only standard object types are supported.
  • The variant configuration information can now be displayed in the replicated C4C sales order for ERP sales orders that contain variant configuration data.
  • SAP provides the possibility to have the same Order/Quote/Contract IDs in C4C and ERP. It doesn’t matter if the sales order/quote/contract is created in C4C or ERP, in both cases they get the same id. Sales documents get different ids in ERP and C4C by default, therefore this functionality requires to be enabled by the administrator first.
  • Supported systems:
    • S/4HANA on-premise: Planned for S/4HANA release 2020
    • ERP: Add-on CODERINT SP 52
  • Cancellation of Appointments or Visits in SAP Cloud for Customer now results in meeting cancellation in Exchange/Google calendars.
  • Sliding window improvements. Appointments and meetings past the sync window of 30days will no longer be removed from Outlook. All such events would stay in the Outlook calendar. However, they will not be updated with changes from SAP Cloud for Customer past the sliding window period.

What’s new in Sales

• Users can now add members to a target group based on Leads. The search criteria available to assemble the target group has been expanded to make this task easier. There is also a possibility to add additional search parameters via adaptation mode, or for end-users via personalization mode.
• Adding a Product to a Lead default the minimum order quantity defined in Product master.
• Opportunity Set Status and Reason for Status on a product level. This functionality allows more granular product-line win/loss data within a single opportunity. (e.g. perhaps the overall engagement was “won”, but an originally proposed product line was not included in the final sale).
• Possibility to set a Status and Reason for Status also on item level. Header values will be copied to the items.
• It is now possible to add competitor parties on item/product level in the Opportunity.
• Enhanced workflow rules actions for business object Opportunity to set standard opportunity status based on conditions.
• The Calendar can be personalized so that the user can choose the calendar entries based on their involvement. The user can create a custom query from the Object OWL (e.g. visit, appointment & Phone call) and use this query to personalize the calendar.
• Mass edit of Owner & Processor in OWL user can change the Owner and the Processor in multiple tasks in one action.
• Scheduling of tasks for Multiple employees. Users can create duplicate tasks based on the number of owners they select.
• A one time address within a Visit, the user can now maintain an additional location within a visit when the location is different from the location/address that is picked up from the account address data. This location will be relevant only for that visit.

Opportunity – competitor parties on item/product level	Calendar personalization

What’s new in Service

• Customer 360 “Live Account” screen is a brand-new feature for Service Agents. When Agents receive a call or chat, the customer is automatically identified and the “Live Account” screen is launched. The agent sees all key details of the customer, even before accepting the call without a need for navigation.
• Quickly get to know the Customer with intuitive layout:

1. 1. Emphasized header fields such as Status and Priority
   2. Middle pane – historical account interactions with intuitive Timeline visualization
   3. Left pane – contact info, Reg Product, Tickets, Addresses. Plus, custom cards
   4. Right pane – more contextual information such as Knowledge Base

• “Live Account” show linked documents for Timeline (ticket only). The agent can now view the related tickets for a certain phone call activity. The Phone Call card will show linked documents only in the “Live Account” screen timeline. Additional document types are planned in future releases.
• Live Activity – CTI Pop-Up: A new floating window is now available for Notification or CTI widget pop-up. The pop-up can now be moved anywhere on the screen and can also be resized by the user and minimized.
• SAP Contact Center Call Recording and Playback Integration have been integrated into C4C. A new live account screen will display call recordings for the corresponding phone call activity and the user will be able to re-play them directly. Having the recording link in the “Live Account” screen gives the agent more contextual information about the discussion to provide better assistance.
• Workflow is enabled for a new object: Service Emails. The administrator can now configure a workflow rule to send emails/notification to a recipient to notify them about an email landing into an unassociated email queue.
• Suppress standard message "Email sent Successfully". Customers can now suppress the standard message on sending an email successfully and can now display their message implemented via PDI.
• Workflow now supports Extension Fields on Ticket Items to be available for Workflow condition definition.
• A new option has been added to the workflow conditions UI to Execution the rule on a negative evaluation of conditions. New Execution rule is: Condition not met has been added.
• Email notification to active delegates in the system. If an employee has an active delegate in the system, admin can configure notifications, SMS, emails and they should be sent to the active delegates of an employee.
• Admin can now configure the Signature Templates for ”New Email” and “Reply/Forward” scenarios for all users. The admin can push these templates to a defined set of users.
• FSM Integration – FSM Contacts can be replicated to C4C as Contacts.

Where to find more information?

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