- 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.
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).
It’s also automatically determined the Product I referenced in the Tweet and has assigned it to the Ticket.
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.