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pvsbprasad
Active Contributor
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SAP Enterprise Service Management (ESM) has introduced several new features in 2024, enhancing its capabilities across various areas:

The below existing blog explains the features of SAP Enterprise Service Management. You can read it (https://community.sap.com/t5/crm-and-cx-blogs-by-members/sap-enterprise-service-management/ba-p/1357...).

1. Global Search and Timeline View: The new global search functionality allows users to search for any entity in the system by keyword or ID, and the timeline view offers a 360-degree perspective of business processes, enabling quick actions and insights without leaving the timeline.

2. Service Catalog Management and Document Extraction: Users can configure multiple service catalogs and leverage document extraction to capture critical information from attached documents like invoices

3. Finance and Supplier Management: The finance module facilitates invoice inquiries and payment advice, while supplier management allows for creating and managing business entities representing suppliers

4. Extensibility and Adaptable UI: The platform supports the extension of the standard data model with custom fields, layout adjustments, and custom actions. The user interface can be tailored to match specific business processes.

5. Microsoft Teams Integration and Analytics: Integration with Microsoft Teams enhances collaboration, and embedded analytics through SAP Analytics Cloud provides comprehensive reporting and insights.

6. Enhanced Service Life-cycle Management: SAP's focus on service life-cycle management integrates customer support, service planning, field service, and warranty management. This integration leverages predictive analytics and IoT for proactive maintenance and efficient service delivery

7. Entity Extraction for Payment Advice and Invoices: New features for payment advice and invoice processing include entity and document extraction from emails, automating the creation of cases, and integration with SAP S/4HANA for transaction processing.

This blog explains the new features recently released:https://community.sap.com/t5/crm-and-cx-blogs-by-members/sap-enterprise-service-management/ba-p/1357...

1. Self Service Form
2. Forms
3. SAP AI functionalities

1.Self Service Form

Self-Service allows your internal customers to create and review their own cases, facilitating communication with support agents.

As an administrator, you can embed the self-service widget into your employee portal. The case list and case creation controls enable employees in your organization to create new cases, view details of existing cases, and communicate with agents. When creating new cases, employees can also input additional data through forms.

Currently, the self-service widget is compatible with SAP Build Work Zone. Integration with other portals, such as Microsoft SharePoint, may also be possible with additional iframe configuration, which is beyond the scope of this guide.

You can Embed Self-Service in Your Employee Portal

  1. Add an iframe to your portal page at the location where you want the self-service case creation UI.
  2. Use this URL for the self-service widget: https://<tenentURL>/go/list/self?ui-header=false&ui-tabs=false&auth=sso
  3. Parameters you can add to the self-service widget URL that populate specific case fields.https://<tenentURL>/go/list/self?ui-header=false&ui-tabs=false&auth=sso&caseType=ZAPL&category=HR1A&...

Note :Ensure that your administrator user is assigned access to the Self-Service view with the app: sap.crm.selfserviceservice.uiapp.selfService.

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You can observe that the left-side menu bar is not available for the self-service portal.

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2. Forms

Use forms to capture information about cases and validate or send data to external systems.

As an administrator, you can create custom forms and versions for case data entry. If you've enabled forms for a specific case type, the Forms tab will be available in the case detail view. You can set conditions to make specific form fields required, read-only, or hidden.

 

  1. Go to your profile menu and choose Settings  Forms.
  2. Select Create New Form(+), Enter the required information, and save.
    Your new form appears in the Forms list with the header details on the right. A new draft version of the form appears in the Versions table. Select  (Actions) to activate the version, copy to a new form, create new version, or delete the version. There can only be one draft version. You can activate multiple versions but there must only be one active version within the specified validity period.
  3. Select pvsbprasad_0-1718527113979.png (Open Form Designer) to open the form layout.
  4. Drag and drop elements from the Control Palette onto the Form Layout.
    Each element has associated properties shown at the side of the form layout.
  5. Adjust the control Properties as desired.
    For example: enter text for a heading and choose the heading level. Different form elements have different types of properties.
    If you want to remove an element from a form, use the delete button pvsbprasad_1-1718527157735.png in the properties area.
    Control elements can also have associated conditions. You can set conditions specifying form elements as required, read only, hidden, disabled, or supporting multiple selection.
  6. Adjust the control Configuration by selecting the checkbox next to the associated condition if it has to be applied by default or thepvsbprasad_2-1718527182152.png (Rule Configuration).
    Configuration can include choosing a value list for a menu, setting associated conditions for the control, or providing an API URL for buttons. For example, you can select the Required checkbox if a text entry field is always required on the form or thepvsbprasad_3-1718527225416.png (Rule Configuration) next to the Required checkbox to define a rule if a text entry field is only required for one country or region, and therefore set it as optional unless a specific country or region code is entered elsewhere on the form.
  7. Select +, to add any desired control buttons to the bottom of the form.

    Save, Reset, and Cancel are the default buttons on the form. Custom form buttons can be used to send, submit, or check data on a form by calling an API on an external system.

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Form appearance and layout

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Form Preview : You can invoke an API with these buttons.

pvsbprasad_7-1718527719421.png

 

Form Integration:

  1. Go to your profile menu and choose Settings  All Settings  Forms  Form Integration.
  2. Choose  (Create).
  3. Enter a name and select the communication system.
  4. Choose Search and Add to add existing HTTP data outbound configurations or  (Create)to create a new configuration.
  5. Save and activate the configuration.
    Choose pvsbprasad_1-1718528183424.png(Check Connection) to test the connection status.

 

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3. Generative AI

  • Case Summary :The case summary is displayed in the General tab of cases. It also appears when you hover over the card view or list view of cases in the Similar Cases section, provided that the case summary is activated and a summary exists for the case. Case summarization is applicable only to email-based interactions between a customer and a service agent. Summaries are generated only for new interactions that occur after Case Summary is activated.

pvsbprasad_1-1718528913723.png

  • Email Draft Recommender: Utilize the email draft recommender powered by Generative AI to compose email replies or interactions for cases. This feature is currently supported in English, German, Spanish, and French.

pvsbprasad_2-1718529067250.png

  • Account Synopsis: The Account Synopsis provides sales representatives with comprehensive information related to an account.

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  • Control Enablement of Generative AI features: As an administrator, you can use the Generative AI: Custom Processing Decision Maker to make decisions on enabling or disabling the Generative AI feature based on context data. This allows you to customize the use of Generative AI for different document types or business contexts. Utilize the pre-delivered Custom Code Extensions for Generative AI Scenarios communication configuration template, along with the synchronous outbound communication configuration Generative AI: Custom Processing Decision Maker, to implement this functionality.

 

  • Remove Personally Identifiable Information:

    To ensure privacy in Generative AI scenarios, you can utilize the Generative AI: Custom Processing Personally Identifiable Information template to check and remove Personally Identifiable Information (PII).

    Use the pre-delivered Custom Code Extensions for Generative AI Scenarios communication configuration template, along with the synchronous HTTP data outbound communication configuration Generative AI: Custom Processing Personally Identifiable Information to enable this capability.

    This configuration is designed to replace PII data in response text with unique tags and generate a dictionary mapping these tags to PII data values. The mapping can then be used to associate the data back in the model response, providing users with responses containing PII contextual data.

 

 

 

 

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