C4C Release 2105: SAP Sales and Service Cloud with SAC integration

On May 22 and 23, C4C Release 2105 was rolled out to production systems. The upgrade for SAP Sales and Service Cloud again has many innovations on board. One highlight is the availability of SAP Analytics Cloud (SAC) as an embedded version. In addition, there are changes in SAP Sales Cloud with regard to Intelligent Sales Execution, Relationship Intelligence, visits, machine learning-based product suggestions for opportunities, quotations and orders, and the display of product inventory in the quotation. In SAP Service Cloud, the main changes relate to the New Agent Desktop in the beta version. These and other innovations will be presented in more detail in the following.

SAP Analytics Cloud embedded

The embedded SAC functionality is not yet generally available in C4C Release 2105, but access to it can be requested via SAP support. Stories can be created based on C4C data sources using the Query Designer. The Linked Analysis feature provides deeper insights into the data via drill-downs if required. The Explorer Mode makes it possible to analyze dimensions and key figures. In addition to a filter option for stories and pages, C4C Release 2105 also provides a live connection between SAP Analytics Cloud and SAP C4C with a unified user experience.

SAP Sales Cloud

Intelligent Sales

Due to a lack of compatibility with current EU data protection regulations, the Intelligent Sales feature has been outsourced as an add-on. It includes Intelligent Sales Execution, which was previously part of the enterprise license, and Relationship Intelligence as a beta version. The add-on is operated in a public cloud. For more licensing info, please contact your SAP account executive.

Trend Analytics can be used to track progress in the pipeline and read corresponding trends.

“My Network” is part of the Relationship Intelligence module and provides access to the company’s communication data via Microsoft Exchange.

Visits

Dynamic Visit Planning (beta version) makes dynamic suggestions for visits and activities and enables prioritization and scoring of visits. In addition, the visit planning provides a scheduling report for employees.

Visit lists and the planning cockpit are available as components of visit planning. The inclusion of route information optimizes the visit planning.

Furthermore, C4C Release 2105 improves the user experience for the visits feature. For example, it is possible to create follow-ups directly in a screen and attach survey results to an automatic follow-up.

Quotes, orders & opportunities

Automatic product suggestions based on historical data ensure faster deals and more efficient cross-selling.

Stock overview from SAP S/4HANA provides an accurate overview of product availability.

Organizational model

The option to store additional supervisors for an organizational unit provides improved reporting and quick access to team data.

SAP Service Cloud

SAP has further expanded the New Agent Desktop. One of the new functionalities included in C4C Release 2105 is that conversations can be accepted and conducted.

The expanded customer hub creates a 360-degree view. Another new feature is the definition of custom workflows/extensions, for example for creating orders during a conversation using apps or no-code (AppGyver).

Integration

C4C Release 2105 realizes the replication of registered products (equipments) and installations from SAP C4C into SAP backend.

Registered products and installations can be created directly in SAP C4C or replicated to SAP S/4HANA or SAP ERP backend. This enables, for example, technicians or support to create products and installations directly without jumping to the backend system.