SAP continues to innovate and enhance its Customer Experience (CX) suite with new functionalities and system upgrades, enabling businesses to stay ahead in an increasingly competitive market. The latest updates focus on improving user experience, enhancing core capabilities, and offering greater flexibility to administrators and end users. While many upgrades are refinements to existing features, several new functionalities aim to streamline workflows, boost productivity, and drive customer satisfaction. This blog outlines the key enhancements in SAP Sales Cloud Version 2 and SAP Service Cloud Version 2, providing a comprehensive overview of the value these updates bring to your business.
What’s New in SAP Sales Cloud Version 2
SAP Sales Cloud Version 2 introduces significant enhancements to improve sales team efficiency, optimize lead and opportunity management, and provide deeper insights for decision-making. These updates empower sales representatives, managers, and administrators to deliver a more streamlined, data-driven, and customer-centric sales experience.
Guided Selling
- Sales representatives can now pin custom filters directly on their home page for faster access.
- Users can create opportunities for individual customers to support their consumer market segments.
- Users can easily track campaigns that lead to specific opportunities.
- Users can add custom roles for opportunity approvals.
- Sales reps can indicate if competitors or their products are already installed at a customer site or competing for the same deal.
- Sales teams can create and manage sales orders linked to opportunities.
- Sales managers can search opportunities by territory and include sub-territories for a more granular view.
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Sales reps can quickly add products to opportunities by filtering product lists and selecting multiple products simultaneously.
Library
- A new attachment search feature allows users to search attachments by name using the search icon. By default, the search is disabled but automatically enabled when there are more than two attachments.
Extensibility
- Personalize the look and feel of the UI and save frequently used filters for streamlined workflows.
- Increased extensibility with support for up to 150 extension fields for root or main entities and up to 30 fields for child entities, significantly improving customization options. (Previous limits were 50 fields for root entities.)
Analytics – Leads
- Leads Overview provides sales managers with insights into leads pursued by their teams.
Leads Management
- View top accounts and parent accounts of leads for default account hierarchy usage types.
- Add territories to leads; if the “Territory” field is not visible, administrators can enable it through adaptation.
Business Partner Management
- When creating an account using quick create, you can now add Sales Organization, Distribution Channel, and Division within the Sales Data section.
Accounts and Individual Customers
- View all sales quotes associated with an account in the Sales History tab.
- Access the top account and parent account details for sales quotes with default usage types.
What' s New in SAP Service Cloud Version 2
SAP Service Cloud Version 2 focuses on enhancing case management, improving service order workflows, and providing administrators with advanced configuration and analytical capabilities. These enhancements aim to streamline service operations, increase agent productivity, and deliver superior customer support.
Case Management
- Registered products are automatically copied from a Case to the Service Order during creation. The case timeline now captures the Service Order creation event.
- The Change History logs changes to products associated with cases.
- The “Assigned to Employee” query simplifies searching for service and support teams.
- Administrators can now customize the case timeline to display key information on timeline cards.
Library and Attachments
- Search attachments by name using the search icon. This is enabled automatically when more than two attachments exist.
Extensibility
- Personalize and save frequently used filters for an improved user experience.
- Administrators can now translate custom messages created through the validation feature.
- Expand customization with support for up to 150 extension fields for root entities and 30 fields for child entities (up from 50 fields previously).
Utilities Contact Center
- View recent invoices as PDFs using the Preview icon in the “Recent Invoices” card of the Central tab and Financial Documents section.
- Administrators can now configure terms and conditions for move processes to meet specific business needs.
- The Correspondence History card displays the latest three correspondences linked to a contract account, including creation dates and statuses.
Service Orders
- Administrators can create custom fields at the item level for service orders.
- Notes can now be created and maintained for service orders and replicated to external systems.
- Service order data can be imported and exported using Data Import and Export.
Case Analytics
- Administrators can analyze the time taken by agents per phase or step for specific case types with Case Flow Logs.
- Use Time Log analytical models to design stories capturing time entries for agents or service teams working on cases.
- Agents can now view all case events in the timeline, with enhanced filtering options by interaction and entity.
The latest upgrades in SAP Sales and Service Cloud Version 2 empower businesses with greater flexibility, improved user experience, and deeper analytical insights. These enhancements ensure sales and service teams can operate efficiently, personalize workflows, and drive better outcomes.
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