The 2205 update is here for the SAP Sales and Service Cloud. We sat together to go over the full release notes and want to bring you the 4 most noteworthy updates/features that will supercharge your sales and service processes in SAP Sales and Service Cloud.
Agent Desktop Messaging Channels
With the further digitalization of customer interaction, Service processes need to follow the trend. In the SAP Service Cloud agent desktop add-in, you can now enable multiple message providers, enabling your customer to reach your service agents and experts however and whenever they like and increasing customer experience.
The channels you can integrate are:
Facebook Messenger
WhatsApp
Twitter
These interactions are displayed on a timeline, allowing the service agent to have a chronological overview of the interactions and conversations with the customer.
Also included in this round of updates: any attachment the customer shares will be linked to the chat transcript and will be stored as an attachment inside SAP Service Cloud.
Progress Colour visualization for opportunities and sales quotes
It can be overwhelming when working on numerous opportunities at once, and Sales reps can quickly lose the oversight on their progress. In this quarter's update, SAP included the option to work with a colour scheme to indicate the progress of each opportunity. From stalled to won, each status/progress on the opportunity has a specific colour, giving the sales rep an immediate overview and visual indicator of opportunities that need extra attention.
As well as opportunities, Sales quotes can also be assigned a colour visualization, based on their progress status.
Dynamic Visit planning start location preference
In the dynamic visit planning, you are now able to define your starting location. Allowing you to plan your day of visits with even more flexibility.
Machine learning product recommendations
We have already hinted at this functionality and as of this release the machine learning product recommendations are live. Using a machine learning algorithm, your sales reps will get product recommendations on the opportunity or sales quote based on previous sales quotes and opportunities, greatly enhancing guided selling and boosting the customer experience.
How can we help you?
The full feature list is provided by SAP here. Do you wish to receive more in depth information? Don't hesitate to contact us.