Innovations for sales and service: What C4C Release 2102 has to offer

The first upgrade of 2021 is imminent for SAP Sales and Service Cloud. C4C Release 2102 will be rolled out in test systems on February 6 and 7. The go-live date is scheduled for February 20-21.

Key topics in 2021

SAP is focusing on innovation and modernization in the further development of SAP Sales and Service Cloud this year. Functionalities such as Intelligent Sales Execution, a voice assistant and the Agent Desktop are intended to provide companies with even better support in improving their competitiveness, increasing productivity and expanding their business.

The modernization focus includes improving the security, scalability, reliability and performance of SAP Sales and Service Cloud. In addition, microservices and APIs are designed to best meet the connectivity needs of businesses. In the future, SAP Sales and Service Cloud will be able to run not only in SAP data centers, but also on Amazon Web Services (AWS). Easier extensibility and greater user-friendliness are expected to boost productivity.

Platform & Integration

Fiori

The new Saphira theme is generally available.

Business Partner

If several territories are assigned to a business partner, a main territory can be assigned.

Product lists

Product suggestions can be made based on document types.

Mobile & Offline

The Sales Assistant, which comes as a beta version in C4C Release 2102, supports users with helpful information and thus ensures more productive work.

Cross Topics

Key User Tools

Setting rule-based default values for fields is now officially available.

SAP Application Studio

Here SAP has made some bug fixes (tracing, JSON parser and date/time values in workflows) and implemented minor adjustments. One of them is the possibility to view the deployment progress.

Archiving

In C4C Release 2102, users can configure archiving per business object.

Data Workbench

Simulated import tasks can be automatically scheduled for the correct import so that the steps do not have to be performed again. Furthermore, the table columns (fields) to be exported can be specified. SAP has also increased the quantity limits.

Event Notifications

In monitoring, failed event notifications can be resent.

Integration

The Cloud Integration Automation Service (CIAS) provides a workflow-based setup of the integration infrastructure for SAP Marketing Cloud and SAP Master Data Management (MDM).

It is possible to replicate pricing data from SAP S/4HANA on-premise to C4C. In addition, gender code handling from SAP S/4HANA has been integrated.

From SAP ERP, new payment terms and units of measure can be replicated to C4C with code list mapping. Via Communication Agreement, blocking of prospects can be flexibly controlled.

Data from Qualtrics forms or Qualtrics surveys generate a lead using Web2Lead integration in C4C.

Groupware Integration

Synchronization of appointment series is generally available via incident. The maximum size for attachments is 10 MB. Users also receive a notification when their credentials expire.

OData Framework

API Monitor has been improved in terms of tracing and errors.

SAP Sales Cloud

Sales Acceleration Features

Call scripts are a new feature in C4C Release 2102 that can be used to create surveys that help employees retrieve all the details. Call scripts are assigned to a call list, are displayed in the Live Activity Center when calls are made through the CTI module, and are available as a data source..

In addition, users can view the progress of call lists in the system.

Intelligent Sales Execution (ISE)

Due to the incompatibility with EU data protection, SAP ISE will be offered as an add-on in the future. It is possible to customize the visible ISE fields. Also available are improved filters, the revenue split feature and the possibility to export data.

Relationship Intelligence

If a company has Office 365 in use, Relationship Intelligence is available as an add-on in a beta version. The feature offers the modules Customer, Contact and Administration. This takes into account all customer/contact person correspondence across the company, not just correspondence within the C4C system.

Sales Smart Components/Machine Learning

This is a custom extension of the Deal and Lead Intelligence Model. The function that the system suggests activities, for example appointments, based on notes is available as a beta version.

Leads

One of several small customizations SAP has implemented is the visibility of top-level customers and higher-level customers in the lead.

Opportunities

There are several minor optimizations here as well. A follow-up quotation does not take over products with the status “Lost”, and extended data sources are also available.

Quotes, Orders & Pricing

Several SAP CPQ tenants can be integrated. The “Primary Indicator” for quotes is now available in the opportunities workflow.

Activities and Surveys

C4C Release 2102 introduces color coding for activities and visits in the calendar.

SAP Service Cloud

Agent Desktop

The beta version of Agent Desktop provides all details at a glance and supports the omnichannel approach. The result is greater efficiency in service. The timeline is for the feature to receive Restricted GA status in Q3 and be generally available starting in Q4/2021. The customer address map gives users direct visibility into the service process.

Timeline shows push-update notifications when there is news on interactions.

Agent Desktop also includes cards for interactions such as chat or email.

A knowledge base widget (MindTouch) is also included.

Service Channels

Multiple emails can be assigned to a ticket in one step.

SAP has improved the timeline UI: first, SAP Service Cloud provides additional placeholders in the signature for organization and job, and second, the Session Tab for Live Activities allows tabs to be grouped per customer interaction.

Maintenance Plans

Assets are available in maintenance plans and are inherited in tickets when created.

Field Service Management

Standard iFlows can be extended on a per-customer basis without copying the standard iFlow. This way, updates continue to be available. Time entries automatically create a time position in the ticket. The FSM activity code is visible in the C4C position.

Disclaimer: The new features presented can be changed again before the update is released.