CRM and CX Blogs by SAP
Stay up-to-date on the latest developments and product news about intelligent customer experience and CRM technologies through blog posts from SAP experts.
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Its not always easy to keep up with what's being released, current version or how to use new features in the many software installations companies have to manage! SAP strives to make this process easier for its customers and partners - from a barrage of emails with release dates and system upgrade information to detailed release notes and webinars providing early insight - we're working on making sure key content gets to our customers ensuring you have the right information even if you missed one of the items in your likely overload inbox!

My colleague, Gert Tackaert and I recorded a session with our 1411 release features focused on Cloud for Service. For successive releases look for that email in your inbox providing a date and time for a similar session!

So what's in 1411? A lot of great productivity features including multi-step ticket approval workflows, "get next ticket" business process, actions based workflow for escalations, SMS channel enablement, as well as greater flexibility in configuring the Agent Workspace to fit more lean Agent service process processes. We can't forget about Field Service capabilities where we've introduced further integrations - in addition to the existing billing integration -  to backend SAP ECC business processes such as Internal order integration - resulting in planned and actual cost reporting, as well as goods movement and CATS posting.

Check out the presentation and/or watch the recording of the presentation showing all the new features and some details on how to enable them.