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This video takes you on a brief tour of the features of SAP Cloud for Social Engagement
and covers the information you'll need to get started.
After opening the solution, you'll see the Toolbar and the Tabs.
The icons on the Toolbar are based on your access rights. For example, as an agent
you'll be assigned the Customer Service tab.
So one of the Toolbar icons you'll see is for creating a new ticket.
The Panes are static and provide quick access to the information you use most.
For more information on how to use these features visit the Help Center.
The Tabs are assigned to you by your administrator. The primary tab you'll work in as
an agent
is Customer Service. If you want to move a tab to a more prominent position,
simply drag and drop it. The Queue
is your working list of open and in process tickets. Tickets are created as a result
incoming messages from the various channels set up in your system,
like the Facebook pages or Twitter handles your company maintains for
interaction with customers.
You can sort the list by clicking the column header
or by selecting a column from the drop-down list. Or you can filter a list to
narrow it.
You can also create and save a custom filter.
Let's create a filter that will limit the list to open tickets received from
social media sources.
Now let's save that filter.
If you'd like to make this filter your default, select Organize, then choose the
appropriate filter.
The Actions menu provides quick access to the most common actions you'll take on
tickets.
For example, you can escalate a ticket or assign tickets to yourself.
To assign yourself tickets, select the tickets while holding the control or
command key,
then from the Actions menu, choose Assign to me.
Let's change the list to My Queue so we can see just the tickets assigned to you.
You can also change the way tickets are displayed in your worklist by selecting
a different view.
In this case, we're on List view: each ticket is a row in a table.
If we switch to Card view, all the information related to a ticket
is now grouped. Regardless of the view, for each
ticket you'll notice there are several items highlighted. These indicate clickable
items that can be open to view details.
Or you can rest your pointer on them to display a summary.
This is true any time you see a similarly highlighted item in your
solution,
regardless of which screen your on. In this case, clicking the ticket link opens the
ticket for processing in the Workspace.
The header information includes the ticket description and common action
buttons.
It's where you'll find the options to assign or follow up on a ticket, for example.
You can also tag tickets or edit those assigned automatically via text analysis.
In the overview, you'll find the basic information available for the customer.
If you click within a customer's profile, under the social media messages tab,
you can view their history of social media messages from both Facebook and Twitter
to assist you in your response.
Under Additional Information, you'll find the product and service level
information,
including product warranty, and a timeline related to the ticket.
A product can be associated automatically as a result the text analysis process,
or you can change it manually. You can also enter a serial number if you have it,
to register a product.
Under Interactions, you'll find the updated conversation with the customer.
Below that, you'll find the Reply Box where you respond to the customer
or add notes the ticket. Continue scrolling to access the Solution Finder.
The Solution Finder is where suggested knowledge base articles are listed.
Suggested articles are based on the product and other keywords, extracted by the system
via text analysis. You also have the ability to perform your own search.
To preview an article, click the link. You can also attach an
article directly to your response.
In addition to the Solution Finder, you also have a list of similar tickets
available to aid you in your research and
resolution of customer tickets. It displays a list of
tickets that the system has identified as similar in nature based on product and other
keywords.
You can view the ticket details by clicking the link, but unlike articles,
you cannot attach a ticket directly to a response. And again you can always
perform your own search.
Now let's look at sending a response.
For some tickets, you may have more than one response option.
In this case, we've already entered a response on the Twitter tab that
includes an article link.
Let's go ahead and send that.
Now the response is added to the Interactions and posted to your Twitter account
feed. For this ticket, we can also send an email response,
since we have the customer's e-mail. The email response option
is setup much like other e-mail editors.
For either response type, you can choose to send the customer a URL link to a
chat session,
or you can use a template to save some time. You can also add an attachment to your
response.
Let's have a look at the other features available in the Workspace.
The Collaboration tab provides quick access to feed updates related to the
ticket
without leaving the Workspace. The Activities tab displays activities, like tasks or
phone calls, associated with the ticket.
You also have the option of creating new activities. The Attachments tab
is where you'll find any attachments sent by the customer, for example a picture of
the problem.
The Document Flow allows the agent to view documents related to a ticket.
This can include other tickets, emails that are sent or received as part of the
ticket,
or activities that are created with reference to the ticket. Now let's go
back and have a look at the other views available
under Customer Service.
The Tickets view includes all tickets, regardless of their status,
allowing you to review even completed tickets as you work to solve customer messages.
Under Templates, you'll find all existing response templates and have the ability
to create new templates as well.
You can format templates for specific channels to assist you in answering
social media messages, for example.
The social media messages tab provides you with all
in and outbound messages for the channels your company maintains.
You also have the ability to group these messages by ticket ID.
Now all the in and outbound messages for one thread are displayed together.
For example, if the company asks a question to customers on Facebook,
all the responses would now be grouped under the same ticket ID.
Additionally, it's important to note that agents have the ability to search for
messages using specific criteria,
such as channel, author, ticket ID, or even the text within a message.
Now let's have a look at your Home Page. Your Home Page provides quick insight
into transactional data,
performance data, reports, and upcoming activities.
The Home Page also allows you to take action on important items, like escalated
or high priority tickets.
There's a video telling you all about the Home Page available in the Help
Center.
You can hide the Home Page and return to your most recent view
by clicking on the Hide Home button. Let's review some key points:
Toolbar icons are associated with tabs you've been assigned by your
administrator;
filters allow you to personalize your work list;
you can view all social media activities by grouping tickets;
and there's more information available on the features of SAP Cloud for Social
Engagement that you can access in the Help Center.