SAP Enterprise Service Management

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"The best way to predict the future is to create it together with your suppliers." - Abraham Lincoln

With SAP Enterprise Service Management, your service agents have customer, supplier, and employee information at their fingertips. Using the collaboration tools, knowledge base, machine learning services, and connection to back end systems, you can quickly address customer, supplier, and employee issues.

SAP Enterprise Service Management enables your organization to run service processes efficiently through a new case management framework with a flow builder and runtime engine.

The solution automates email communication through automatic email creation, categorization, prioritization, and routing to the right agent. Support your employees with an omni-channel experience on a modern agent desktop. Each synchronous or asynchronous communication item appears in a dedicated area in the agent desktop. This area provides the main functions that the agent needs to interact with employees. Native integration with back end systems enables easy access to financial and employee data.

Integrations

• SAP SuccessFactors Employee Central for Employee Master Data

• SAP S/4 HANA, SAP S/4 HANA Cloud and SAP ERP for Customer, Supplier and Employee Master Data

• SAP S/4 HANA Cloud to process finance documents such as Invoices and Payment Advices

Features Available

I'll briefly go over a few of the features accessible in SAP Enterprise Service Management.

Agent Desktop

FeatureDescription

Supplier Search Employee Search	Automatically identifies the supplier or employee for the incoming interaction.
Communication Channels	Communication channels enable customer service communication across multiple contact channels such as: phone, email, and chat. The service process begins with incoming complaints, queries, or requests from these sources. Communication channel integration is enabled by third-party communication system providers.
Supplier Hub Employee Hub	Supplier hub and employee hub provide a place to access and enter information from real-time interactions. Upon accepting an incoming call or chat request, the hub opens automatically. If the interaction is from a known supplier or employee, the hub loads the relevant customer or contact information. The solution captures details of the interaction in the timeline. The timeline can show phone call, email, chat interactions, and other touch points with the supplier or employee. The Objects tab in supplier/employee hub shows business objects in your solution related to the current supplier or employee.
Knowledge Base	Integrate an external knowledge base to enable agents to search for solutions and attach articles to responses.
Session Information	View session details, change customer, check linked items, and make notes for this interaction.
Widget Integration	Third-party communication channels integrate to SAP Enterprise Service Management with a UI widget. Agent desktop currently supports customer interactions through the following channels: Phone Chat SMSEmail
Interaction Analytics	Volume by channel report.
Integration to Back-Office Systems	Incorporate back-office applications, such as SAP S/4HANA Cloud invoicing, into SAP Enterprise Service Management using mashups and screen adaptation.

Case Management

Feature Description

Case Designer	Configure case phases and steps. Step types include: to do, forms, approval, workflows, and mashups with external applications.
Case Runtime	Guides users to create new cases based on the phases and steps set up in the case designer.
Case Routing	Route by teams, processor, case type, or category.
Service Levels	Standard SLAs based on time to completion, tine to closure, and first response time. Configure custom SLA parameters.
Intelligent Case Management	AI-based recommendations for case category and similar cases.
Status Management	Move cases through a standard status flow. Configure workflows based on case status.
Priority Management	Assign case priority and configure follow-up workflows based on priority.
Party Determinations	Automatic determination of involved parties for cases, for example, customer, reporter, processor, and team.
Attachments	Supports various attachment file types.
Output Management	Generate PDF format output based on standard templates.
Collaboration	Integration with Microsoft Teams for live collaboration on case resolution.
Case Analytics	Supports third-party recording and transcription and post call analytics. Integrates with SAP Analytics Cloud for case insights.

Platform Features

Feature Description

Home Page	Home page appears at login. Configure tasks and reports based on roles.
Global Search	Search for any entity in the system by keyword or ID.
Timeline	Timeline provides a 360-degree view of your business process in a chronological view. The timeline can be configured for your business needs to show relevant events, take actions and quickly launch quick views of business processes all without leaving the timeline.
Service Catalog Management	Configure one or more service catalogs.
Document Extraction	Capture the most important information from attached documents such as invoice number and amount owed.
Finance module	Answer inquiries regarding invoices and provide payment advice.
Supplier	Create business entities representing your organization’s suppliers and contacts for those suppliers.
Extensibility	Extend the standard data model with custom fields. Change the layout of fields and section groups. Create custom actions to trigger external events. Launch external apps within the solution with mashups.
Adaptable User Interface	Adapt and change controls and their positions on the screen to match your organization's business processes.
Business Roles	A business role defines the specific areas in the system that the users can access when they're assigned to that role. Administrators can implement authorizations to business users by assigning business roles. Default business roles include: Service Agent, Service Manager, and Administrator.
GDPR Compliant	Protect customer personal data with depersonalization, data privacy and protection, read access logging and change logs.
High Availability	Micro-services architecture running on hyperscaler platforms also provides performance and scalability.
Microsoft Teams Integration	Integrate your solution with Microsoft Teams for seamless collaboration.
Data Import and Export	Administrators can use Data Import and Export to import, export, and update data in the solution.
Autoflow	Autoflow is a workflow engine that defines rules to trigger actions such as send event notifications to integrated systems, in-app notifications to users, and trigger automatic emails based on the conditions defined for business entities.
Analytics	Analytics in SAP Enterprise Service Management is available as a prepackaged integration with SAP Analytics Cloud, embedded edition, offering an embedded SAC to all users.

Agent Desktop:

The agent desktop is the central work environment for an agent in SAP Service Cloud Version 2. Agent desktop enables service agents to engage with customers efficiently across multiple communication channels. Includes supporting tools like automatic customer identification and search, detailed customer information, knowledge base integration, and case creation.

The new addon will include enhanced search capabilities, allowing users to search for supplier and employee information in addition to the existing search options for accounts, contacts, and individual customers.

Communication Configuration in V2 for Integrations Scenario

Integrations Scenario 1: 

Integration with SAP SuccessFactors Employee

• Communication Configuration in V2: Integrate SAP SuccessFactors Employee Central

• CPI: SAP Sales Cloud and SAP Service Cloud Version 2 Integration with SAP SuccessFactors Employee Central .
  Please set the iflows as per requirement

Once employee replicated configure the employee as mashup in V2
SAP SuccessFactors Employee Central can be shown as a mashup in Case details page ‘People Profile’ 

Value Mapping in V2 for SuccessFactors Employee Central

To be able to fetch data from SuccessFactors EC

• SuccessFactors Company ID, Data Center ID and User Credentials if Basic Authentication

The code list values for the following fields in SuccessFactors Employee Central:

• Marital Status
• Gender
• Title
• Salutation
• Nationality

Mashup creation

Embedding the SuccessFactors Employee Central People Profile as mashup in case screen

Integrations Scenario 2:

SAP Enterprise Service Management Integration for Master Data with SAP S/4HANA or SAP S/4HANA Cloud

• Communication Configuration in V2: Integrate SAP Master Data with SAP S/4HANA or SAP S/4HANA Cloud

• CPI: SAP Sales Cloud and SAP Service Cloud Version 2 Integration for Master Data with SAP S/4HANA or SAP S/4HANA Cloud
  Please set the iflows as per system config

• S4HANA : Replicate Supplier from S4HANA cloud system to V2

Integrations Scenario 3:

SAP Enterprise Service Management Integration with SAP S/4HANA Cloud

• Communication Configuration in V2: Integrate SAP Master Data with SAP S/4HANA or SAP S/4HANA Cloud

• CPI: SAP Enterprise Service Management Integration with SAP S/4HANA Cloud
  Please set the iflows as per system config

Entity Extraction for Payment Advice and Invoice

1. Payment Advice Posting : Payment advice in SAP refers to a communication or notification that is sent to a vendor or a customer regarding a payment. It serves as a confirmation or advisory message to inform the recipient that a payment has been made or received.

Process initiation (Email)-> Info Gathering --> Document Extraction --> Accessing ERP DATA --> Case Resolution 

Step 1: Customer will send an Payment Advice-related email with the Payment Advice attached.

Step 2: It creates a case in V2 with the subject updated in the description.

Step 3: Attachment is updated in attachment Tab

the below are key features of Finance Tab.

• Extract from Attachment: Will extract the PDF info and shows the confidence percentage.

• View Extraction JSON file : Will Show the PDF as JSON format.

• POST Transaction : This will create transaction S4 as Payment Advice

• Delete Document  : will delete the document entry here

• Extraction Details : will show pdf and can edit the transaction will update the same in payment Advice of S4HANA

         2.Invoice:The Customer Invoice Processing process component is used for charging customers for the delivery of goods or services

Process initiation (Email)-> Info Gathering --> Entity and Document Extraction --> Accessing ERP DATA --> Case Resolution 

Step 1: Customer will send an invoice-related email with the invoice attached.

Step 2: It creates a case in V2 with the subject and description Updated as per email

Step 3: Attachment is updated in attachment Tab

Step 4: Based on ML scenario it automatically does the Entity extraction and Document Extraction as highlighted below

• Entity extraction: from the description it auto extracts the Entity

• Document Extraction : we can edit invoice and update the same in S4HANA

We can see the auto extract the invoice details from PDF and when we click, it opens the Quick view with S4HANA details.

Conclusion : We have illustrated the new features of SAP Enterprise Service Management