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....
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....
With massive automation and digitalization there are ever-growing touchpoints from where experiences can be gathered – be it for products, from customers, from employees or for brands. In the light of GDPR compliance and other industry specific privacy norms like HIPAA, HITECH Act, etc. it becomes momentous that any data capturing, and processing tool should....
Qualtrics is a great tool for building and distributing surveys related to different operations. But what if we want to use the experience data obtained from surveys for different analysis or other activities. How do we integrate Qualtrics with our back end service such that every time a new survey response is posted, the data....
Qualtrics is a great tool for building and distributing surveys related to different operations. In the previous blog post we have seen how to integrate Qualtrics surveys with our back end services. Now, lets discuss a new use case. What if we have to calculate score of a survey response and send it back as....
Qualtrics is a great tool for building and distributing surveys related to different topics. But what if we want to perform some technical stuff using the Qualtrics survey data. This blog post is a collection of my technical posts related to Qualtrics. Starting from Integration to sentiment analysis to many other things required to use....
Qualtrics is a great tool for building and distributing surveys related to different operations. In the previous blog post we have seen how to calculate score of a survey response and push it back to a service. Now, lets discuss a new use case. What if there are textual questions in the survey and we....
Qualtrics is a recent acquisition from SAP, a crucial piece in the Intelligent Enterprise. Qualtrics will help Customers to do the Experience management. Experience Management is one of the important aspects in implementing the Intelligent Enterprise which captures the feedback from various stakeholders & Users back to the Business process. However, Experience Management cannot exist....
In this blog I will demonstrate how seamlessly we can integrate Qualtrics XM Platform with SAP Cloud Platform (SCP) application using Node.js and SAP Cloud Application Programming (CAP) Model. Before the blog, I would like to thank my team mates along with whom I realized the same. Thanks mohak.bhatia and aman.khanna. Use Case – Below solution intends to pull....
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 to reuse the Knowledge Base View available in C4C in Ticket Thing Inspector (TI) with custom....
Nowadays every one of us is very familiar with ordering products via the web. But have you ever wondered why it is that difficult to get proper customer service when there are issues with your order or simply want to provide feedback? Gathering experience data (X-Data), however, and combining it with the company’s operational data (O-Data) is a crucial factor in today’s competitive environment.....
I’m Arthur Hanauer from the Product Support at SAP, I am writing this blog to serve as central information for Status related topics in SAP Cloud for Customer Service Requests (Service Tickets). It all starts when the Service scenario is maintained and scoped in the SAP Cloud for Customer system used, as it....
In this blog I would like to share how we can implement integration between SAP Customer data cloud(CDC) to SAP Marketing & Service Cloud using SAP Cloud platform integration(CPI) as Middleware. Authentication we wanted to be OAuth based rather basic authentication as SAP CDC Identity sync comes out of the box. We are using IdentitySync....
This time of year, there’s so much to do! If one of the items on your holiday checklist is to expand your SAP CX product knowledge, here’s an easy way to do it without taking time away from all your other year-end tasks. Most of our SAP CX products have free short, easily digestible videos....
“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....
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....
One of the most useful features is to be able to allow inbound and outbound calling with SAP Sales & Service Cloud for your contacts and customers. SAP provides a great way of doing this with multiple vendors – (Avaya, Cisco, Genesys as per SAP Help) and this article can show you how to connect....
One of the most useful features is to be able to allow inbound and outbound calling with SAP Sales & Service Cloud for your contacts and customers. SAP provides a great way of doing this with multiple vendors – (Avaya, Cisco, Genesys as per SAP Help) and this article can show you how to connect....
Introduction: The goal of this blog is to showcase how to create a tile within an embedded component in SAP Service Cloud which will have the same look and feel like the home page. This blog is a result of a customer requirement where they wanted to display the “Score” in Service Ticket with the layout....
When you want to integrate SAP Sales Cloud or SAP Service Cloud (formerly known as SAP Cloud for Customer “C4C”, in the following referred to as “cloud”) with other systems like SAP S/4HANA or SAP ERP, etc. you have to take care about code list mapping. There are already good blogs that describe code list mapping in....
Since the beginning of 2023 I have been conducting monthly live sessions on the topic Print form adaptation with Adobe LiveCycle Designer for SAP cloud solutions where I show how to implement typical use cases, solve common problems and mention other useful things. You can find registration information for the Live Sessions at the end of this blog.....
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....
As Microsoft and SAP aim at strengthening their collaboration, this post is an addition to my below collection of blog posts. Microsoft Teams Integration with SAP Sales and Service Cloud (C4C) | SAP Blogs Microsoft Teams Integration with SAP Cloud for Customer – Sharing Workspaces and Deal Rooms | SAP Bl… Here is another example....
In my live sessions about print form adaptation with the Adobe LiveCycle Designer, data binding is a frequently requested and crucial topic. Especially in scenarios with complex tables and multi-level data structures. That’s why I decided to underline the sessions with some blog posts. Most topics of the live sessions and blogs focus on the Adobe LiveCycle....
In my live sessions about print form adaptation with the Adobe LiveCycle Designer, data binding is a frequently requested and crucial topic. Especially in scenarios with complex tables and multi-level data structures. That’s why I decided to underline the sessions with some blog posts. Most topics of the live sessions and blogs focus on the Adobe LiveCycle....
In my live sessions about print form adaptation with the Adobe LiveCycle Designer, data binding is a frequently requested and crucial topic. Especially in scenarios with complex tables and multi-level data structures. That’s why I decided to underline the sessions with some blog posts. Most topics of the live sessions and blogs focus on the Adobe LiveCycle....
This blog post provides an overview of few interesting and key integration features between SAP Sales and Service Cloud and Microsoft Teams. These features help Sales Team for better prioritization and simplified and seamless collaboration. The features are: Sharing of workspaces – Business users can share any working area of SAP C4C via MS Teams. For....
SAP Service Cloud Version 2 comes with an embedded version of SAP Analytics Cloud. This allows users to create simple to complex data stories based on the data available in SAP Service Cloud Version 2. A story is a presentation-style document that uses charts, visualizations, text, images, and pictograms to describe data. Before creating a....
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....
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....
As Microsoft and SAP aim at strengthening their collaboration, here is another example of integration of Microsoft Teams with the new Intelligent Sales and Service Cloud V2 launch by SAP. SAP Sales and Service Cloud V2 is the newly launched product for the Sales and Service process executions. This product is built on the Cloud....
Since the beginning of this year I have been conducting monthly live sessions on the topic Print form adaptation with Adobe LiveCycle Designer for SAP cloud solutions where I show how to implement typical use cases, solve common problems and mention other useful tips. (Find details on the Live Sessions at the end of this blog.) So....
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.....
When you want to integrate SAP Sales Cloud or SAP Service Cloud (formerly known as SAP Cloud for Customer “C4C”, in the following referred to as “cloud”) with other systems like SAP S/4HANA or SAP ERP, etc. you have to take care about code list mapping. There are already good blogs that describe code list mapping in....
Blog post series [Part-1] ‘Events-to-Business Actions’: An event-driven architecture on SAP BTP to implement Industry 4.0 scenarios with Microsoft Azure Services (click here) [Part-2] Understand the details of “Events-To-Business Actions” framework (click here) [Part-3] SAP Integration Suite’s upcoming event bridging functionality for outbound scenario (click here) [Part-4] Try out ‘Events to Business Actions Framework’ for SAP Service Cloud scenario....
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....
Introduction SAP Analytics Cloud provides the business logic and builds the queries required to see your data in your browser. This blog will explain on how to establish live data connection in SAP Analytics Cloud (SAC) to SAP Cloud Platform. Why this solution ? Before this approch what I used to do is clone....
SAP Service Cloud Version 2 comes with an embedded version of SAP Analytics Cloud. This allows users to create simple to complex data stories based on the data available in SAP Service Cloud Version 2. A story is a presentation-style document that uses charts, visualizations, text, images, and pictograms to describe data. Before creating a....
One of the most useful features is to be able to allow inbound and outbound calling with SAP Sales & Service Cloud for your contacts and customers. SAP provides a great way of doing this with multiple vendors – (Avaya, Cisco, Genesys as per SAP Help) and this article can show you how to connect....
One of the most useful features is to be able to allow inbound and outbound calling with SAP Sales & Service Cloud for your contacts and customers. SAP provides a great way of doing this with multiple vendors – (Avaya, Cisco, Genesys as per SAP Help) and this article can show you how to connect....
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....
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....
This blog series focuses on efforts and impacts of driving sustainability in utilities, energy and natural resources industries. SAP.IO Foundry San Francisco has launched a startup program focussed on driving sustainability in utilities, energy and natural resources industries. Out of several startups that have applied six startups have been selected by a jury of SAP....
On behalf of the CRM & CX Product Learning CoE Team, it is my pleasure to introduce you to the latest trainings and knowledge enablement offerings on SAP Service Cloud. What’s Available The SAP Sales Cloud team has been hard at work putting together training options to meet your needs, whether they be self-paced or....
Following up on the first blog where we have seen how we can combine CX and EX, understand Customer Segments and their needs, and trigger subsequent actions. The result is recommendations to design and build products as per Customer needs and improve the overall experience. After procuring the equipment, the customer contacts the call center....
Introduction: The goal of this blog is to showcase how to create a tile within an embedded component in SAP Service Cloud which will have the same look and feel like the home page. This blog is a result of a customer requirement where they wanted to display the “Score” in Service Ticket with the layout....
Hello all, I am the Customer Systems Architect at Hampshire County Council. I specialise in integrating web, email, chat and phone interactions into SAP systems and those of other vendors. In this blog post I will explain how we dealt with posting CTI screen pops to the SAP Service Cloud CTI Client Adapter whilst maintaining....
On behalf of the CX Enablement Content team, I am pleased announce the latest course update for SAP Sales Cloud and SAP Service Cloud training content. The following courses have been updated to the 2011 release. C4H410 -SAP Sales Cloud (Previously C4C12) Target Audience: Functional consultants, Business end users In this course you will learn about....
