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

Transition Tools

Enhancements & Round-offs

• Data Transfer Tool
  • Data Transfer tool enhanced with onboarding additional objects “Identity”, “Tasks” and “Communication Systems” to transfer data from V1 to V2.

Sales

Groupware Integration

• Availability in Saudi Arabia
  • Allow our customers in Saudi Arabia to maintain compliance with local legislation.

Intelligent Sales (add-on)

ISE

• Target Plans (Target Console View)
  • In Target Console, authorized users can view and maintain targets from the selected sales unit down to all its subordinate levels.
  • When a target is modified, its field gets highlighted. The updated value remains in a ‘draft’ state until an explicit publish, minimizing the risk of errors affecting workflows.
  • Once updates are finalized, users can publish targets for the entire hierarchy in the view.
  • Plan totals can exceed the assigned targets to create a buffer, ensuring the team has a better chance of meeting the overall target.
  • On publishing the target plan, plan values become targets and get assigned to subordinates.

• Recover dismissed Playbook recommendations
  • Playbook recommendations dismissed by the user can now be recovered back via the Playbook list shown via the Progress bar markers.
  • Sales reps can recover recommendations that may have been dismissed in the past but are now relevant.

• Mass Edit: Owner of Opportunity
  • Mass edit has been enabled for Owner of Opportunity.
  • Sales reps can change opportunity owner via mass edit action for multiple opportunities at a time.

Service core

Ticket Management

• Roundoffs
  • Added “Created On” column in the Work Tickets list view.
  • Automatic assignment with agent information in ticket from source chat.

Email Management

• Ability to store BCC email channel information for inbound emails and displaying it in the Ticket Timeline
  • By enabling the Enable BCC in Timeline toggle in Ticket Configuration, Bcc channel information is now stored for incoming emails and is also displayed in the Ticket timeline.

• Ability to copy template subject to new email
  • By enabling the Copy Template Subject to New Email toggle in Ticket Configuration, you can enable the ability for an email subject to be copied over while composing a new email with an email template.

Agent Desktop Add-On

• Roundoffs
  • Ability to use the "Chat Activity" data source (Data source ID: CODCHAHB) for reporting using native analytics with Live Activity Center on chat activities and this also applies to Agent Desktop add-on.

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.