Service On Demand

Intuitive Service Ticketing Solution across Multiple Channels

Features and Benefits

• Multi-channel service ticketing offers unified agent experience across e-mail, web, chat, phone
• E-mail response management captures complete conversation history at one single place and maximizes agent efficiency
• Routing and escalation rules ensure that cases are always handled by the right person

In-Context Social Collaboration Across Your Enterprise

Features and Benefits

• Use integrated Feed for instant, efficient collaboration across your entire enterprise
• Crowdsource and share service best practices, relevant information in context of accounts and service requests
• Plan and prepare for customer interactions more effectively
• Connect with the extended team including sales staff who are on the road with support for mobile devices
• Share relevant knowledge to support resolution efforts

Solution Finder with Knowledge Base Integration

Features and Benefits

• Leverage existing knowledge base content to respond intelligently and consistently in real-time
• Increase productivity with automatic recommendations within embedded UI placement
• Take advantage of the collective team memory by surfacing similar tickets
• Easily share content with customers

Insightful Service Analytics

Features and Benefits

• Track real-time service performance with pre-built dashboards
• Readily use embedded reports to track response times, handle times, priority and escalation trends
• Dig deeper into data using Microsoft Excel add-in
• Gain greater insight through integrated access to analyses done with SAP Business Warehouse

Personalization and Productivity

Features and Benefits

• Drive rapid adoption via consumer-grade user experience
• Access all information you need quickly–available at a glance via Feed, Search, People, Navigation
• Improve efficiency with quick-create and short-cut capabilities
• Use the Shelf to quickly find personalized tagged and flagged items
• Tailor experience to fit your service agents’ needs with easy to implement field extensibility and re-labeling
• Run in your local language (English, German, French, Spanish, Portuguese and Italian supported)

Native SAP ERP Integration

Features and Benefits

• Provides additional context about customer such as Recent Orders
• Synchronization of master data (customers, contacts, products) ensures consistency

Task Management and Productivity

Features and Benefits

• Easily assign and track activities required to get to resolution
• Increase productivity with convenient access to Service OnDemand customer information and productivity features within Outlook
• Automatically sync tasks bi-directionally – no double data entry

Support for Survey Integration

Features and Benefits

• Understand customer impact with available APIs for integrating third part survey functionality with automation and formatted templates emails
• Realize full flexibility for survey triggers via Customer OnDemand Studio

Support for Multiple Communication Channels

Features and Benefits

• Available partner chat to facilitate real-time customer interactions with automatic transcription.
• Available portal API to empower customers with self-serve system access while reducing cost to serve.