Integrating Social Media and Knowledge Management into SAP Cloud for Customer (C4C) Tickets

Our SAP Cloud for Customer (C4C) integration for Transversal Knowledge demonstrates a number of very positive aspects of the SAP C4C solution.

• The potential for the Service Ticket (or just Ticket) functionality to be the key end-user tool not only for Customer Service departments but for HR departments too.
• The power of mash-ups in a C4C context. In this example we’ve quickly and easily integrated C4C and Transversal Knowledge to deliver the right knowledge to agents when they need it.
• The social media integration shows the potential for the Ticket component to be fed from multiple channels (including telephony and email). Again the set-up is neither onerous nor particularly complex. Click on the following link to read our eBook on the subject. The SAP Cloud for Customer (C4C) Guide to Social Media Integration with Twitter.
• Shows how integrating an external knowledge management solution such as Transversal, into your C4C solution could help you deliver a great experience to your customers, employees and other partners

I’m not going to show the details behind the scenes in this blog. Instead I’m simply going to step through a scenario that should help you to imagine how your organisation could benefit from C4C.

Let’s go.

Imagine I’m a customer of the Bank of DVW and my credit card has been stolen. I have a number of ways to contact the bank about it but let’s say my contact channel of choice is Twitter (it could as easily be Facebook).

Our C4C solution is busy listening for any Tweets directed at it. When it receives a Tweet, it will automatically create a Ticket in C4C.

​If we know the person that raised the Tweet it will automatically find the relevant party in the system and attribute it to the Ticket.

In this case, it’s found me as an existing customer.
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It’s also automatically determined the Product I referenced in the Tweet and has assigned it to the Ticket.

​With the implementation of the Transversal Knowledge mash-up, C4C automatically passes the content of the Tweet to Transversal to retrieve the most likely responses to the problem reported.

​The agent simply clicks on the most relevant response to review how they should handle the problem.

So, by the time the agent opens the Ticket we already know who the person is and their relationship to us; and our agent has the required knowledge at their fingertips to assist the customer.

​Some of you will already be aware that C4C contains an in-built integration for external Knowledge Management solutions.  We’ve elected to use a slightly different approach here so that we have full control over the presentation of content from the Knowledge Base to the user.

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