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Product Documentation
SAP Cloud for Customer November 2014
What's New in SAP Cloud for Customer
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Table Of Contents
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What's New in SAP Cloud for Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
SAP Cloud for Customer November 2014
Table Of Contents
P U B L I C • © 2011, 2012, 2013, 2014 SAP SE. All rights reserved.
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1 What's New in SAP Cloud for Customer
This document provides information about what’s new and what's changed for the general, sales, marketing, service,
and industry features of SAP Cloud for Customer.
New and Changed Features
General Features
What's New
●
Additional Context Reports
You can now select multiple additional context reports for a KPI and also view its details. For more information
about KPIs, see Create and Edit a KPI.
●
iOS 8 Support
The following apps for SAP Cloud for Customer are compatible with iOS 8:
●
○
SAP Cloud for Customer for iPad®
○
SAP Customer Insight
○
SAP Cloud for Customer for iPhone®
View sales activities as a timeline using SAP Cloud for Customer for iPad®
When you're working with the SAP Cloud for Customer for iPad® app, you can view the activities related to an
opportunity as a timeline by choosing Activities Timeline from the actions menu. The timeline uses color
coding to convey the status of each task and displays external activities above the line and internal activities
below the line. You can also adjust the time scale using the sliding bar below the timeline to zoom in on
activities.
●
Accounts
○
International address versions
If your administrator has activated this function, then you can record address information for accounts
in multiple character sets — for example, in the Greek or Roman alphabets, or in Cyrillic or Thai script,
among others. For additional instructions, see Accounts.
○
○
●
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Customers Accounts , provided that you personalize the account header to make them
Under
visible, the following fields are available:
○
The Top Level Owner field indicates the owner of the corresponding top-level account.
○
The Mobile field indicates the mobile number of the account.
○
The Address Line 1, Address Line 2, Address Line 4, and Address Line 5 fields enable up to four
additional lines of address information to be recorded for accounts whose addresses do not fit in
the House Number and Street fields. (If all of these fields are made visible, and if none of their field
labels are adapted, then the fields appear in the account header in the following order: Address Line
1, Address Line 2, House Number, Street, Address Line 4, Address Line 5.)
Five new fields are available on the advanced search screen: Related to, ABC Classification, Industry,
Owner and Territory. The first field requires personalization to become visible, and indicates the related
business partner. If this field is made visible, then you can use the advanced search — for example, from
the ship-to address of a sales quote — to determine the corresponding business partner.
Contacts
© 2011, 2012, 2013, 2014 SAP SE. All rights reserved. • P U B L I C
SAP Cloud for Customer November 2014
What's New in SAP Cloud for Customer
○
Under
Customers Contacts , provided that you personalize the contact header to make it visible,
the Nickname field is available, allowing you to specify a nickname for that contact.
○
Both in the contact header and under the Relationships tab, you can personalize the screen to make the
Building, Floor and Room fields visible.
○
You also can personalize both the contact header and the Relationships tab to make the Engagement
Score field visible, which indicates the degree of engagement for that contact. For more information, see
Lead Scores.
Even if made visible, this field is read-only on the contact header.
●
Individual customers
Provided that your administrator has granted you the necessary authorizations, you can assign owners to
individual customers, and create account teams for them, by introducing the following enhancements.
○
The quick create screen and header of the individual customer can be personalized to make the Owner
field visible.
○
●
The Account Team tab also can be made visible for the individual customer.
Add-In for Microsoft Outlook: Download of Individual Customers to Microsoft Outlook
Individual customers too can now be downloaded to Microsoft Outlook using the Add-In.
What's Changed
●
●
Activities
○
Delete activities with follow-up items
You can delete tasks, appointments, phone calls, e-mails and visits directly, even if they contain followup items.
○
Visits: more follow-up activities
When you add a follow-up activity to a visit, phone calls and appointments are now available in the list.
○
Tasks: completion status set according to completion percentage
When you set a task to 100% complete, the solution automatically enters the current date as the
completion date.
Visits
○
Account summary includes information about visits
When you create an account summary, there is a separate section that lists information about visits that
are associated with the account.
○
●
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Visit location appears in Microsoft Outlook®
When a visit is synchronized with the SAP Cloud for Customer Add-In for Microsoft Outlook®, the account's
main address appears as the location for the visit.
Analysis Pattern
You may already be using analysis patterns to consolidate some of the data in your system and generate
meaningful statistics to help you run your business. The following enhancements in the HTML5 client make
them even more useful (asterisks denote features also available for tablet users) :
○
Drag/Tap and drop from Available Fields to Rows & Columns, with the drop location highlighted. *
○
Drag/Tap and drop fields within Rows & Columns, with the drop location highlighted. *
○
Remove fields from Rows & Column by dragging it.
○
Swap fields.
○
Navigate to the target reports directly from the available charts.
○
Use splitter bar to resize areas. *
Duplicate checks for partners
SAP Cloud for Customer November 2014
What's New in SAP Cloud for Customer
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If your administrator has scoped your system to activate duplicate checks for business partners, then
duplicate checks are also performed for partners or partner contacts that you attempt to create.
Sales Features
What's New
●
Revenue planning
Revenue planning is supported for opportunities, comprising two functional capabilities:
○
Revenue splits, allowing the revenue that is associated with an opportunity to be divided equally among
various sales users, and
○
Revenue scheduling, allowing the revenue that is associated with a product in the opportunity to be
disbursed on a monthly, quarterly or yearly basis.
If your administrator has activated the first capability, then the Opportunities work center view can be
personalized to make the new Revenue Splits tab visible, and authorized users can open this tab to define the
division of revenue. If the second capability is activated, then authorized users can open the Products tab
within the opportunity to define the revenue schedule.
●
Follow-up tickets from sales quotes
You can now create follow-up tickets from sales quotes.
For more information, see Creating and Processing Sales Quotes.
●
Leads
You can personalize the screen to make the Engagement Score field visible on the lead header, in the Contact
Information section. If this field is made visible, then you can manually enter an integer value between 0 and
100 in this field, at the time you create a lead with a new account and contact, to indicate the degree of the
contact's engagement. For more information, see Lead Scores.
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Opportunities
○
Actions
New , to create
Within any opportunity, you can open the Contacts tab, then choose
contacts for that opportunity. Any contacts created in this way are automatically associated with the
opportunity, yet can also be accessed later, outside the opportunity, under
Customers
○
Contacts .
You can attach surveys to an opportunity, provided that the Surveys tab is made visible. From this tab,
you can also edit or refresh surveys, as required, and perform other associated actions. For more
information, see Surveys. This functionality is also supported in the SAP Cloud for Customer app for
iPad®, in online and offline mode alike.
●
Products for leads and opportunities on mobile devices
In the SAP Cloud for Customer apps for iPhone® and for Android™ devices, you can personalize the screen to
make the Products tab visible within leads and opportunities alike. (On the SAP Cloud for Customer app for
iPad®, the Products tab is already available for leads and opportunities, in online and offline mode alike.)
●
Surveys for leads in iPad® offline mode
In the SAP Cloud for Customer app for iPad®, you can personalize the Leads work center view to make the
Surveys tab visible, allowing you to attach surveys to a lead within the app in offline mode.
●
Territory Management
○
If Territory Management is in scope in your solution, then under
Sales
Territories
Realignment
Runs , the execution status of each realignment run is indicated in a corresponding column. No
personalization of the screen is required to make this column visible. Within this column, the following
statuses are delivered:
○
Simulation Started
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© 2011, 2012, 2013, 2014 SAP SE. All rights reserved. • P U B L I C
SAP Cloud for Customer November 2014
What's New in SAP Cloud for Customer
○
●
○
Simulation Finished
○
Scheduled
○
Realignment Execution Started
○
Realignment Execution Finished
If your administrator has scoped your system accordingly, then realignment runs will remove territory
assignments for accounts that, based on current rules, qualify for no territories.
Invite partner contacts to the partner portal
Partner managers can invite their employees (partner contacts) within the partner organization to collaborate
with you in your SAP solution. For an overview of the process, see Inviting Partner Contacts to Use the Partner
Portal.
What's Changed
●
Leads
○
Provided that your administrator has granted you the necessary authorizations, you can choose either
Sales
○
Leads
or
Marketing
Leads
to work with leads of interest.
If your administrator has configured the system to enable you to work with the deal finder, then you can
see the degree that your sales targets have been met as you add leads to your pipeline.
Marketing Features
What's New
●
Lead Scores
You can now configure engagement scores for the corresponding consumer behavior patterns, and define
follow-up actions accordingly, to ensure that sales teams focus on the most promising leads. For example, if
an engagement score exceeds 70, then a lead qualification level of Hot can be defined by marketing operations
users.
For more information, see Lead Scores.
Service Features
What's New
●
Tickets from text messages
You can view and respond to tickets created automatically from SMS and MMS messages.
●
Get next ticket
You can retrieve the next ticket in your assigned tickets list, or the next unassigned ticket from the queue with
a single click.
What's Changed
●
Performance and stability enhancements
The ticket detail view has been tuned for better system response.
●
Contract icon updated
The icon for contracts was updated to
.
●
Approval for tickets and work tickets
You can now use approval processes for tickets and work tickets.
For more information, see Tickets and Work Tickets.
●
Costing in work tickets
In case your solution has a connection to SAP ERP you can now trigger accounting records for costs and
goods movement in your company.
For more information, see Work Tickets.
SAP Cloud for Customer November 2014
What's New in SAP Cloud for Customer
P U B L I C • © 2011, 2012, 2013, 2014 SAP SE. All rights reserved.
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Similar ticket search
The default search for similar tickets in the ticket detail view now includes similar open tickets, rather than
just completed tickets.
Industry Features
What's New
●
SAP Cloud for Customer for Utilities
○
○
○
Accounts Contracts you can now do the following:
Display details for each active contract, valid for that account
○
Flag the contracts that would expire in the next three months
In
Customer Overview Interaction Records , you can now do the following:
Display the last ten historical interaction records
In
○
●
○
You can view enhancements in the generated quote output in PDF format
○
Utility-specific enhancements Include service locations and all points of delivery pertinent to the
quote
○
You have the ability to enter the annual consumption for a service, at a point of delivery with relevant
unit of measure
SAP Cloud for Customer for Banking
○
You can now use Commercial Banking product lines for leads and opportunity management.
○
You now have the ability to assign and search for customer contacts based on the line of business.
○
When you, as a product specialist, accept a lead, then you automatically become a part of the coverage
team for the customer, unless previously assigned.
○
You are able to see a consolidated view of all transactional and master data for all accounts within a
hierarchy.
○
SAP Cloud for Customer for Banking has introduced the following new reports:
○
Coverage Detail Report
○
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Call Topics Report
SAP Cloud for Customer for Professional Services
○
Integration with financial plan in SAP Commercial Project Management allows direct access to financial
plan in the SAP CPM system. Financial plan can only be modified in CPM. The details displayed in the
cloud solution are read only and cannot be modified.
○
Primary contact in opportunity included in list of contacts for master project in CPM. The contacts for
master project displayed in a separate section in the Projects tab and not included as contacts for the
opportunity.
○
Update account for an opportunity in both Cloud for Customer and in CPM.
SAP Cloud for Customer for Insurance
○
Integration with SAP Cloud for Customer Add-In for Microsoft Outlook allows download of individual
customers to Microsoft Outlook. Additionally, insurance specific facets (Insurance Quick Quote,
Insurance Quote and Insurance Policy) are displayed in Microsoft Outlook. Inbound and outbound mails
from inbox can be assigned to the insurance objects and other SAP Cloud for Customer objects displayed
in Microsoft Outlook. Additionally, appointments and tasks too can be assigned to the objects.
○
Customer analytics possible using customer factsheet. PDF version of factsheet also available for print.
What's Changed
●
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SAP Cloud for Customer for Banking
© 2011, 2012, 2013, 2014 SAP SE. All rights reserved. • P U B L I C
SAP Cloud for Customer November 2014
What's New in SAP Cloud for Customer
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You can now see names of all associated bank employees, who are part of a lead or opportunity, in the
Deal Team work center view.
○
When you generate a summary as an outcome to an appointment, you can view the following additional
information:
○
Related items (opportunities)
○
Topics discussed
○
Line of business notes
○
Within the household tab, you are able to view a complete list of all opportunities, leads, and activities,
for all members of a household with the addition of three tabs such as: Leads, Opportunities, and
Activities.
○
When you create leads or opportunities, the partner determination process occurs automatically.
○
You now have the ability to add more than one financial advisor/client manager in a coverage team.
○
You are able to maintain 'meeting goals for customer management'.
○
Once you set the Closer Accepts flag, then only the closer, or an associated member of the line of business
team, has the ability to change the opportunity.
How-To Videos
Additional training videos have been published. To watch them, see How-To Videos.
SAP Cloud for Customer November 2014
What's New in SAP Cloud for Customer
P U B L I C • © 2011, 2012, 2013, 2014 SAP SE. All rights reserved.
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