C4C Sales Flashcards
SAP Cloud for Customer features (9)
Collaboration and Social Modern User Interface Predictive Analysis Productivity and Personalization Real-time and predictive Analytics Extensibility Groupware Integration Mobile Integration
SAP Cloud for Customer Portfolio (4)
SAP Sales Cloud (Sales)
SAP Service Cloud (Customer service)
SAP Cloud for Social Engagement (for Social networks)
SAP Digital for Customer Engagement (simplified cloud CRM for small team)
SAP Sales Cloud Features (12)
Productivity and Personalization Real-time and predictive Analytics Collaboration and Social Groupware Integration Integration Platform Mobility
Sales Marketing Account and territory management Opportunity management & Insight Visit Management & Execution Quote & Order Management
SAP Service Cloud Features (8)
Analytics
Personalization
Omni-channel Service Collaboration Solution Finder Productivity Integration Mobility
Collaboration and Social features (Sales Cloud) (3)
Feeds, followers, @mentions
Internal, Customers, Partners
Deal Sites, Social Selling
Integration Features (Sales Cloud) (3)
Pre-built integration to SAP ERP & CRM, SAP JAM
Partners like Inside View, Xactly & more
Mashups with most other apps
Groupware Integration (2)
Full featured with two-way sync
Support for Microsoft Outlook, Gmail, Lotus Notes
Sales Marketing (Sales Cloud) (3)
Target Segments, Email Campaigns
Promotion Calendar View
Mass Activity & Lead generation
Account & Territory Management (Sales Cloud) (2)
Account & Contract Update, Merging, Relationship management
360 Customer Intelligence, Change History
Territory management & Alignment
Opportunity Management & Insight (Sales Cloud) (4)
Easy Lead, Opportunity, and Activity Management & Timeline
Tailored Sales Methodology, Guided Selling
Competitor Insight, Partner Management
Notes History
Visit management & Execution (Sales Cloud) (4)
Complete Activity and Task Management
Visit and Route Planning & Execution
Map Views
Survey Design & Execution
Quote & Order Management (Sales Cloud) (4)
Integrated pricing and transactional document creation with SAP ERP or CRM
Mobile Online & Offline Order Capture
CPQ through partners
Signature Capture
Predictive Analytics (Cloud for Customer) (2)
Deal Finder - lead scoring
Deal Closing - spiral of influence
Omni-channel Service (Service Cloud) (8)
Email Phone (CTI)* Chat* SMS* Web self-service portal* Branded Communities* Social Media (YouTube, Instagram, FB, Twitter)* CTI Integration, Embedded toolbar widgets *
Collaboration (Service cloud) (2)
Contextual social collaboration with integrated feed (Native & SAP Jam)*
Video/Chat via Genband*
Solution finder (Service cloud) (5)
SAP Knowledge Central by Mindtouch* SAP Jam* Integrate with existing knowledge base Context-sensitive recommendations Easily share content with customers
Productivity (Service cloud) (11)
E-mail response Management Routing and escalation rules Workflows, notifications, approvals Service request, Case, Ticket management Installed Base, Registered Products Contracts, Maintenance Plans, Warranties Resource Scheduling Time Recording End-to-end field Service Execution * Deal Desk Execution Employee Help Desk
Integration with ERP (Service Cloud)
Planned and actual consumption of parts can be entered in service tickets and replicated to SAP ERP
Part consumption from technician stock
Advanced shipment process and shipment of parts to customer consignment stock
Parts consumption and return to customer consignment stock
Complaint management functionality which integrates SAP Cloud for Customer tickets with SAP ERP orders
Routing of service tickets to service agents
Service Cloud offers (6)
Guided configuration with a business adaptation catalog
Installed base maintenance and its display on service tickets
Complaint management functionality (Cloud for Customer tickets SAP ERP orders)
Maintenance plan management for preventative service process
Native service scheduling functionality or integration with SAP Multiresource Scheduling for this function
Powerful service ticket management functionality with the following features:
- Ticket document types
- Ticket lifecycle management
- Ticket partner determination
Enabling industry features may include (3):
Scoping questions
Fine-tuning activities
Setting up roles based on sales- or service-based roles and adding industry-specific work centers
Tenant and it’s properties (6)
Each individual web address is referred to as a tenant
Tenant subscription: productive tenant + test tenant(initial implementation, change projects)
Both tenants are on different systems. For a fresh tenant decommission the older one first.
The customer can purchase additional test tenants.
If planning integration or SDK work, one additional test tenant required (permanent test tenant).
Purchased test tenant is on the same system as the original test tenant. Can be moved via incident.
Service (Control) Center includes (6)
Maintenance schedule System availability Systems and tenant copies Contact details User subscriptions SAP Store
Resources for C4 (9)
SAP Service Marketplace SAP JAM SAP Training and Certification SAP Community Network YouTube Channel HANA Marketplace SAP Help Portal SAP Idea Place Incident Management
Incident (issues) priorities
Very high, high, medium, low
Can’t work (Very high), I’m concerned (high), Minor thing (Medium, low)
Scoping options (covered)
Sales phases and cycles Sales assistant Territory Management Service Processes etc.
Routing rule determination based on:
Customer category (classification) Specific Customer Customer Country Product Country Service Country Priority Escalation Status Channel Type Channel
Service categories
Service category Incident Category Cause Category Resolution Category Object Category
Service level determination
Service category Incident Category Cause Category Object Category ABC Classification Country
Organizational/ Employee work distribution
Definition via rules which org.unit or employee is responsible for business document (for example tickets or leads, escalations too)
Customers Types
Accounts
Contacts
Individual Customers
Target Groups*
