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SAP > C4C Sales > Flashcards

C4C Sales Flashcards

1
Q

SAP Cloud for Customer features (9)

A 
Collaboration and Social 
Modern User Interface
Predictive Analysis
Productivity and Personalization
Real-time and predictive Analytics 
Extensibility
Groupware Integration
Mobile
Integration
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2
Q

SAP Cloud for Customer Portfolio (4)

A

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)

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3
Q

SAP Sales Cloud Features (12)

A 
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
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4
Q

SAP Service Cloud Features (8)

A

Analytics
Personalization

Omni-channel Service
Collaboration
Solution Finder
Productivity
Integration
Mobility
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5
Q

Collaboration and Social features (Sales Cloud) (3)

A

Feeds, followers, @mentions
Internal, Customers, Partners
Deal Sites, Social Selling

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6
Q

Integration Features (Sales Cloud) (3)

A

Pre-built integration to SAP ERP & CRM, SAP JAM
Partners like Inside View, Xactly & more
Mashups with most other apps

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7
Q

Groupware Integration (2)

A

Full featured with two-way sync

Support for Microsoft Outlook, Gmail, Lotus Notes

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8
Q

Sales Marketing (Sales Cloud) (3)

A

Target Segments, Email Campaigns
Promotion Calendar View
Mass Activity & Lead generation

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9
Q

Account & Territory Management (Sales Cloud) (2)

A

Account & Contract Update, Merging, Relationship management
360 Customer Intelligence, Change History
Territory management & Alignment

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10
Q

Opportunity Management & Insight (Sales Cloud) (4)

A

Easy Lead, Opportunity, and Activity Management & Timeline
Tailored Sales Methodology, Guided Selling
Competitor Insight, Partner Management
Notes History

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11
Q

Visit management & Execution (Sales Cloud) (4)

A

Complete Activity and Task Management
Visit and Route Planning & Execution
Map Views
Survey Design & Execution

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12
Q

Quote & Order Management (Sales Cloud) (4)

A

Integrated pricing and transactional document creation with SAP ERP or CRM
Mobile Online & Offline Order Capture
CPQ through partners
Signature Capture

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13
Q

Predictive Analytics (Cloud for Customer) (2)

A

Deal Finder - lead scoring

Deal Closing - spiral of influence

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14
Q

Omni-channel Service (Service Cloud) (8)

A 
Email
Phone (CTI)*
Chat*
SMS*
Web self-service portal*
Branded Communities*
Social Media (YouTube, Instagram, FB, Twitter)*
CTI Integration, Embedded toolbar widgets *
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15
Q

Collaboration (Service cloud) (2)

A

Contextual social collaboration with integrated feed (Native & SAP Jam)*
Video/Chat via Genband*

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16
Q

Solution finder (Service cloud) (5)

A 
SAP Knowledge Central by Mindtouch*
SAP Jam*
Integrate with existing knowledge base
Context-sensitive recommendations
Easily share content with customers
17
Q

Productivity (Service cloud) (11)

A 
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
18
Q

Integration with ERP (Service Cloud)

A

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

19
Q

Service Cloud offers (6)

A

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

20
Q

Enabling industry features may include (3):

A

Scoping questions
Fine-tuning activities
Setting up roles based on sales- or service-based roles and adding industry-specific work centers

21
Q

Tenant and it’s properties (6)

A

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.

22
Q

Service (Control) Center includes (6)

A 
Maintenance schedule
System availability
Systems and tenant copies
Contact details
User subscriptions
SAP Store
23
Q

Resources for C4 (9)

A 
SAP Service Marketplace
SAP JAM
SAP Training and Certification
SAP Community Network
YouTube Channel
HANA Marketplace
SAP Help Portal
SAP Idea Place
Incident Management
24
Q

Incident (issues) priorities

A

Very high, high, medium, low

Can’t work (Very high), I’m concerned (high), Minor thing (Medium, low)

25
Q

Scoping options (covered)

A 
Sales phases and cycles
Sales assistant
Territory Management
Service Processes
etc.
26
Q

Routing rule determination based on:

A 
Customer category (classification)
Specific Customer
Customer Country
Product Country
Service Country
Priority
Escalation Status
Channel Type
Channel
27
Q

Service categories

A 
Service category
Incident Category
Cause Category
Resolution Category
Object Category
28
Q

Service level determination

A 
Service category
Incident Category
Cause Category
Object Category
ABC Classification
Country
29
Q

Organizational/ Employee work distribution

A

Definition via rules which org.unit or employee is responsible for business document (for example tickets or leads, escalations too)

30
Q

Customers Types

A

Accounts
Contacts
Individual Customers
Target Groups*

SAP (10 decks)

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