No one would want to work on a system that is slow , we understand that there are quite a few times users are facing performance issues and they are reported to SAP via incident Performance being a very vast subject and this can occur because of multiple factors which has different methods for analysis....
This blog is about creating custom code list restriction. SAP ships standard code list for certain role codes such as parties e.g. customer, ship to, bill to, owner, payer, etc. Now there are certain scenarios, wherein a special type of restriction is required. For such cases SAP ships code list restrictions for such role code....
SAP cloud for customer (C4C) [renamed to C4 Hana Service Cloud) delivers standard calendars as working calendars and holiday calendars for different regions which needs to be configured in the system. This is a prerequisite for Service Level Agreement (SLA) milestone calculation. Sometime’s certain calendar days are declared as ad hoc holidays which are then needed to be maintained or introduced in....
Any coding or configuration examples provided in this document are only examples and are NOT intended for use in a productive system. The example is only done to better explain and visualize the topic. The Objective of this blog is to explain how Cloud For Customer can be extended with SAP Cloud Platform based Apps. Prerequisites are....
This blog is about creating custom code list restriction. SAP ships standard code list for certain role codes such as parties e.g. customer, ship to, bill to, owner, payer, etc. Now there are certain scenarios, wherein a special type of restriction is required. For such cases SAP ships code list restrictions for such role code....
SAP cloud for customer (C4C) [renamed to C4 Hana Service Cloud) delivers standard calendars as working calendars and holiday calendars for different regions which needs to be configured in the system. This is a prerequisite for Service Level Agreement (SLA) milestone calculation. Sometime’s certain calendar days are declared as ad hoc holidays which are then needed to be maintained or introduced in....
Any coding or configuration examples provided in this document are only examples and are NOT intended for use in a productive system. The example is only done to better explain and visualize the topic. The Objective of this blog is to explain how Cloud For Customer can be extended with SAP Cloud Platform based Apps. Prerequisites are....
Any coding or configuration examples provided in this document are only examples and are NOT intended for use in a productive system. The example is only done to better explain and visualize the topic. The Objective of this blog is to explain how C4C Utilities specific UIs can be extended to capture additional information as....
Any coding or configuration examples provided in this document are only examples and are NOT intended for use in a productive system. The example is only done to better explain and visualize the topic. The Objective of this blog is to explain how C4C Utilities specific UIs can be extended to capture additional information as....
Any coding or configuration examples provided in this document are only examples and are NOT intended for use in a productive system. The example is only done to better explain and visualize the topic. The objective of this blog is to share the details required to extend C4C Utilities Online UIs. Specifically in this blog,we....
Any coding or configuration examples provided in this document are only examples and are NOT intended for use in a productive system. The example is only done to better explain and visualize the topic. The objective of this blog is to share the details required to extend C4C Utilities Online OVS. Specifically in this blog,we....
Any coding or configuration examples provided in this document are only examples and are NOT intended for use in a productive system. The example is only done to better explain and visualize the topic. The objective of this blog is to share the details required to extend C4C Utilities Online UIs. Specifically in this blog,we....
Any coding or configuration examples provided in this document are only examples and are NOT intended for use in a productive system. The example is only done to better explain and visualize the topic. The objective of this blog is to act as a quick start guide for extending Cloud For Customer Utilities Online UIs.....
The scope of this blog is to enable addition of Custom fields in Utilities Categories of Live activity and Enterprise Search. Contents: Extensibility through KUT Extensibility through PDI Known Limitations Extensibility though KUT Log in as KUT user, go to desired WorkCenter OWL and add a KUT field for the Advanced....
End to end to performance consists of the time spent in the client (browser/device), the server and the network. Quite a few factors influences performance in terms of client settings, network setup and how you customizations are implemented. The following articles and how-tos will help you run C4C with optimal performance. Performance Analysis Blogs....
I am writing this blog post to show you how to create Dashboards in the Responsive User Interface, also known as Fiori. But… What is a Dashboard? A dashboard allows you to have a friendly visualization of your business data. It can also store multiple data sources/reports into one. A consistent and organized dashboard is....
In the new 2102 release, SAP Business ByDesign & SAP Cloud for Customer built-in support is introducing an enhanced Support Interaction Survey process, providing a faster and more immediate way for you (key user) to send feedback to Support. Background: Previously, the Support Interaction Survey was sent to you (key user) via email after an....
In order to further harmonize our support processes and decrease our solving time for critical issues we have introduced a new mandatory step when forwarding urgent incidents to SAP Support. In the upcoming 2102 release of Cloud for Customer it will no longer be possible for key users to forward an incident with priority high or....
Disclaimer: The aim of this document is to provide a better understanding of the Facebook App Review procedure with regard to Facebook and SAP Cloud for Service (C4S) integration. It replaces the old blog and reflects Facebook permissions change with Graph API 7.0. It is not the product documentation and the content included here may get updated....
Front Office Processes (FOP) in SAP ISU enable the user to launch a business process or a set of business processes in a simplified way. FOP is also enabled in C4C Utilities. For information on how to configure Front office process in C4C Utilities, refer to the documentation guide. The objective of this blog is to enable....
Any coding or configuration examples provided in this document are only examples and are NOT intended for use in a productive system. The example is only done to better explain and visualize the topic. The objective of this blog is to share the details required to extend C4C Utilities Online UIs. Please refer the following....
Writing this blog has been in my bucket list for a long time now… Thanks to a recent inquiry, finally, I had the opportunity to put my ideas into words. While some of the best practices shared below are specific to C4C OData API, majority also apply to other OData APIs. Thus, I hope they....
“When will my service ticket be completed?” There is growing recognition that high-quality customer service is key in today’s competitive markets. Companies are seeking ways to meet customer demands and increase their satisfaction. When customers seek for help via a service ticket, they expect quick, transparent and effective responses. On the other side of the....
Using Machine learning for Service Ticket categorization Machine learning for Service Ticket categorization is a powerful tool to help automate ticket categorizations. It is based on the prediction capabilities of Leonardo which learns from your data and uses that to predict the ticket category and priority with a certain degree of confidence. You could have....
In 2008 release SAP has released pre-packaged integration between Qualtrics and SAP Sales Cloud and SAP Service Cloud(SAP Cloud for Customer), in this blog will see how to implement the integration feature “Service Ticket from Survey Response” in step by step. Feature Overview By using feature Service Ticket from Survey Response , customer can map the Qualtrics....
The SAP Contact Center (aka CCtr) is a communication solution for multi-channel contact centers and contact-intensive organization. It replaces traditional communications systems hardware with a software-based IP telephony solution. The SAP Cloud for Service (aka C4C) is a powerful Service solution that can be used for both Contact Center scenarios and Field Service scenarios. Integrating....
Integration between Sinch Contact Pro and SAP Service Cloud empowers the Agent experience. Business Use Case and Key Capabilities Routing in Sinch Contact Pro considers all conversations in the queue and the defined service levels for each conversation, so no critical time limits elapse even for tickets which can have longer acceptable response times. Assign....
Hello all, As you now know how Archiving is working one of the remaining questions are, Which Business Objects can be archived? What are the criteria which must be fulfilled so the instance will be archived? Here are the answers. with an update for release 2302 2305. If a Business Object wants to support Archiving it need to fulfill....
As an administrator, you can broadcast reports and dashboards by e-mail. It enables business users to analyze report data without necessarily having to log on to the system and navigate to the report. This blog will help you to understand how to create a broadcast and some broadcast options. Create a Broadcast Let’s imagine a....
A couple of customers have been asking me how to add a target line in their charts during the last weeks. And the answer is: we do not provide a standard target lines in any kind of chart. However, there is a trick (or maybe… a workaround :D) that might help you to achieve your....
Export Business Object Change Logs/ History into Microsoft Excel There are many business scenarios for which you need to be able to see the change history or change logs of a document. Audit purposes is certainly one of the most important. But also for analytical purposes or process/data minings this information is important. How to....
SAP Cloud for Customer ERP Business Partner Integration Performance Improvement available in test systems since February 2020 (productive with 2005) As of the February 2020 release in SAP Cloud for Customer, we added a performance improvement to test deployments regarding the replication of business partners from SAP Cloud for Customer to SAP ERP. This....
Usually the first thing comes to mind when facing an unexpected behaviour while working with SAP Cloud for Customer is to open a case to SAP Support. However, sometimes this situation could be a more straightforward error or a simple behaviour confirmation. Those incidents are going to go through the whole case lifecycle and it....
In the current release 2308 we support now access restriction on the search list (Work Center Administrator –> View Archiving). As we use the standard Enterprise Search (ES) mechanism, we will still show all hits fulfilling the query as this is plain text for ES. But when you select an entry, the resp. data is retrieved from the....
Sometimes you can face an error message, inconsistent behavior, sync errors, etc. when working on Outlook Add-In. Such events are store on log files, a log file is a file that records either events that occur in the software. Usually the content of this files can be used for technical analysis like in SAP....
In this blog I want to explain how we have designed Archiving in C4C (available from 2011, see this Product Information) and how it works (not immediately after you active it in the Business Configuration ). Also with an update for release 2208: As we experienced in some customer systems with a heavy load we optimized for....
Sometimes you can get an annoying dump like the one below. In such a scenario, the screenshot above is not enough for support engineers to identify the root cause. If you are reporting a dump issue, please also provide the information, including without limitation, listed as follows. Did all users face the same dump? ....
I’m Arthur Hanauer from the SAP Product Support team. I’m writing this blog to provide a general overview on how a custom MIME header would be set up for email servers, as this is something that may be needed when you are using different email approach’s, specially when working with the SAP Cloud for Customer....
In today’s rapidly evolving world, mobile phones have emerged as indispensable gadgets, serving as the cornerstone of our daily lives. Despite the waning significance of Short Message Service (SMS), it remains a preferred communication channel for companies to connect with their customers. Furthermore, the transmission of crucial registration codes necessitates the utilization of SMS. Consequently,....
O SAP Service Cloud foi projetado para que as empresas possam gerenciar suas equipes de atendimento ao cliente, monitorar atividades de garantia e rastrear solicitações de serviço. Aumentando a eficiência, produtividade e a velocidade de seus agentes no atendimento, com uma experiência de serviço em todos os canais de atendimento. É possível realizar integração com e-mail, redes....
In this blog, I would like to share the updated configuration steps involved in integration of SAP Service Cloud with Facebook. 1. Pre-requisites for Integration: SAP C4C Administrator Access for configuration. Facebook access with Developer portal access (Please visit https://developers.facebook.com/ for registration and other details). Facebook page for integration & testing. 2. Configurations in Facebook: Creation of....
This blog post will explain the process of setting up a phone and chat channel in the Agent Console Add-On, provide visual examples of incoming and outgoing calls and chats, some important points to keep in mind during this integration. This integration eliminates the need for agents to switch between different applications, saving them time....
In the course of implementing a business requirement, I recently had to calculate the difference between two DateTime fields in SAP C4C for reporting which calculates ticket assignment time from the creation. However, I couldn’t find any straightforward blog that provided a simple solution to this problem. Fortunately, SAP provides a function called Delta() that....
Built-In Support is a digital support platform which allows user to find help, create tickets and contact support right in your sales cloud application. The support model seeks to achieve a qualitative upgrade in customer support experience.It enables users to get support in real-time within their current product. By providing efficient,simplified, and guided support channels, users....
Export Business Object Change Logs/ History into Microsoft Excel There are many business scenarios for which you need to be able to see the change history or change logs of a document. Audit purposes is certainly one of the most important. But also for analytical purposes or process/data minings this information is important. How to....
In this blog, you will learn how to develop a new custom data source in SAP C4C. This data source can be used further for developing a new report, key figure or a new custom KPI. It means, developing a data source gives us more flexibility to develop more helpful analytical dashboards and reports. 2.....
With the new release 2302 we added additional selection criteria to determine which instances shall be considered for Archiving. After you have enabled an object for Archiving you can add below the original list some criteria for Sales Organization Country / Region with their own retention period Before Archiving. Let’s look at this example below: The overall....
“Get closer than ever to your customers. So close that you tell them what they need well before they realise it themselves.” — Steve Jobs ‘Telporter’ is a smart watch company which serves customers across various parts of the world. Recently they kicked off the process of improving their customer experience. In this effort they....
In this blog, we will learn, how to generate Access Token Via REST API with Body of type Form using ABSL Code in SAP Cloud Application Studio. We will at first show how we can do the same using Postman and afterwards go to the details of sending this request using ABSL Code. 2. Sending....
Intelligent Case Manager on Service Cloud V2 provides a flexible framework for adapting service processes to customer-specific requirements. With ML, you can access information at the tip of your fingers. As a result of this powerful combination, service centers are able to increase efficiency and flexibility during the service process. Introduction to Intelligent Case Management....
The Qualtrics feature allows you to insert information from your Qualtrics survey into the Case Management object of SAP Intelligent Service Cloud V2 process of improving their customer experience Qualtrics is a powerful online survey tool that allows one to build surveys, distribute surveys and analyze responses from one convenient online location! Introduction to Intelligent Case Management Business Use Case ‘Telporter’ is....
‘Teleporter’ is a Printer company which serves customers across various parts of the world. In this scenario, a printer had been installed in ABC software company on different floors out of which one was mal-functioned. Here we are showcasing how can we bake multiple technologies under one App using SAP intelligent Service Swim lane diagram....
The design of sales and service processes is always a key challenge. To make the business process more robust and efficient, we all need to automate certain tasks. Here, I will be highlighting a key feature of SAP C4C for sending out automated e-mails using workflow with dynamically selected attachments and adding them in e-mail....
Embedded SAP Analytics Cloud in C4C Since 2105 Release SAP Cloud for Customer does not only have native Business Analytics to provide insights into your data but also offers embedded Analytics (based on SAP Analytics Cloud – SAC) functionality. This is part of the overall SAP Strategy to have a single analytics and reporting engine....
Integration between Sinch Contact Pro and SAP Service Cloud empowers the Agent experience. Business Use Case and Key Capabilities Routing in Sinch Contact Pro considers all conversations in the queue and the defined service levels for each conversation, so no critical time limits elapse even for tickets which can have longer acceptable response times. Assign....
Solution Order Management represents an end-to-end process that spans from creating a solution order to delivering products of different categories, such as physical goods, one-time services, long-running services, and subscriptions. This includes the integration with invoicing and controlling. Business Use Case Showing the capabilities of integrating C4C with S4 Solution Order Key Capabilities and Business Benefits ....
Magentrix is self-service portal for customers to access information on-demand or update information stored in SAP Service Cloud. Provide 24/7 access to important documents, collaborate on cases or expand your customers’ skills with online training and certification. Fully brandable and configurable Business Use Case Displaying the integration process between Magentrix and C4C Benefits and Features....
Data Load from S/4 HANA to C4C SE38 – Execute COD_ERP_ORG_UNIT_EXTRACT Organizational Data SE38 – Execute RHALEINI Employee Data DRFOUT Customer Master/Relationships BD10 Material Master SE38 – Execute RCOD_CONDITIONS_EXTRACT Offline Pricing SE38 – Execute RCOD_SALES_ORDER_EXTRACT Sales Orders/Quotes Monitoring – IDocs or Webservice Message Monitoring WE02 / WE05 To display IDocs / IDoc Lists BD87....
FSM Appointment offering is a appointment booking feature from C4C via appgyver. Agent can also book appointments on behalf of customers for available slots, make a selection, and book a service appointment from the C4C.Booked appointments can be rescheduled and canceled within time constraints identified in the configuration. Business Use Case I, as a customer,....
Customers want to be able to use your products and services whenever they choose. Appgyver’s self-service portal is designed such way that they are entirely mobile responsive and customized to match your current brand, ensuring a consistent and familiar experience. Business Use Case Teleporter is a pump share firm that services consumers from all over....
As part of this blog , we will go through a scenario of posting a new Meeting Event on Outlook Calendar from C4C Activity (Appointment ) using MS Graph API in CPI iFlow . As part of the iFlow we will take care of CREATE / UPDATE / CANCEL Event on the Outlook Calendar of....
Como administrador, você pode alterar aplicativos para sua própria terminologia e realizar a tradução para outros idiomas por centros de trabalho de aplicativos. Por exemplo, utilizando centro de trabalho “Clientes”, você pode alterar o campo de nome “External ID” para “ID do Cliente”. Existe duas alternativas para realizar a tradução / adaptação de idiomas. Nas....
For all those SAP customers who have SF, C4C Service Center and CPI, who are experiencing problems with access to C4C Service Center and CPI, here is the solution along with my experience in solving this problem. THE PROBLEM You have C4C Service Center configured correctly and working, employees from SF can log in to....
As part of this blog , we will go through a scenario of posting a new Item on a SharePoint Site List with data being provided from C4C Service Ticket , using SAP CPI iFlow . Our Scenario Prerequisites Your MS Admin should create an App for CPI with necessary API permissions and provide you....
The 2202 release (February 2022) for SAP Cloud for Customer is nearly ready to be deployed. We will adding the release webcast related information and assets here in our community. This will allow you to access the on-demand recordings, slide decks and also keep the conversation alive. 2202 Release Briefing for SAP Sales Cloud & SAP....
What is AppGyver ? The world’s first professional no-code platform, enabling you to build apps for all form factors. AppGyver Composer Pro is the best no-code, drag&drop app development environment I’ve seen. It allows you to create both web and mobile apps for Android (even Android TV) and iOS, packs tons of flexibility, and offers most....
What is Mendix ? Mendix is an American low-code software platform company that provides tools to build, test, deploy and iterate applications.. It allows you to create both web and mobile apps for Android (even Android TV) and iOS, packs tons of flexibility, and offers most of the best features Business Use Case ‘Telporter’ is....
What is Mendix ? Mendix is an American low-code software platform company that provides tools to build, test, deploy and iterate applications.. It allows you to create both web and mobile apps for Android (even Android TV) and iOS, packs tons of flexibility, and offers most of the best features Business Use Case ‘Telporter’ is....
Are you getting a dump during node instance creation via SDK? This can be observed when you are trying to perform a Save action in the UI. However, instead of saving the record, the system throws a runtime exception (500 Internal server errors) without any valid error messages in the UI. If your answer to....
Hello Everyone, Hope you are doing well and safe too ? Hyperlink helps us to navigate from one screen to another screen hasslefree.Saving a bookmark for google URL saves your time & efforts to re-enter the URL every time.Now just imagine having a dynamic URL that takes you to a execute defined URL with defined....
On the first day of your software subscription contract, the named IT Responsible Person at your company will receive an email containing your system information, initial user and initial password. Note for security reasons, the initial password expires in 30 days. You must sign on and change the password within this time frame. If you....
As part of SAP Enterprise Support customers can request Continuous Quality Check Services. These services will connect you with an SAP Expert to analyze your system and/or situation based on real life data from your systems. Depending on the topic, you will be given the chance to provide more information (i.e. via questionnaire) that will be part of....