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The 1608 SAP Hybris Cloud for Service (& Social) release is full of great capabilities, new and enhanced functionalities, as well as integration extensions across both Customer Service and Field Service scenarios. We are excited to provide a blog series for this release. On the SAP Hybris Cloud for Service side – the following blogs will be available in the What’s New in 1608 SCN Blog Series:


  • Customer Service
  • Contracts & Maintenance Plans
  • Resource Scheduler
  • Offline Enablement
  • Ticket Enhancements
  • Installed Base/Registered Products
  • Time recording

Offline features are reaching parity with online and continue to expand the breath of the end-to-end offline service process with specific focus for the field service technician/agent role. In this release we were able to add to offline capabilities substantially, not only adding existing features but also adding offline capabilities for new enhancements delivered in 1608 (check out contracts).

Here is an overview of offline capabilities enhanced in 1608. For complete details check the link to knowledge management at the bottom of this blog or simply check out features in Cloud for Service – in offline mode of course!

Work Ticket/Ticket Facet

  • Add/Delete Involved Parties
  • Queries added for “My Work Tickets” and “Work Tickets with My Involvement”
  • Navigate directly to the Contract from the ticket
  • Add a product from Van Stock
  • View and Edit Surveys
  • Registered Products Facet
  • Create New Time Entry from Time Entries facet

ticket offline.JPG

Ticket Quick Create

  • Add Involved Parties, specify main party, delete
  • Enter Installed Base and Installation Point

involved parties.JPG

Registered Products and Installed Base

  • Installed Base facet on Accounts Work Center (only shows where customer is assigned at header level
  • Registered Products facet on Accounts Work Center
  • Contracts facet on Registered Products
  • Installed Base queries: “My Installed Bases – Employee Responsible” & My Installed Bases – Service Technician”
  • Creation and recording of Measurements and Readings (as with online – dependent on registered product status)
  • Status change from Obsolete to Blocked
  • Tickets facet on Registered Product (view list and navigate to ticket)

measurements.JPG

Contracts Work Center

  • Additional Overview Facet fields
    • Include Account Hierarchy
    • Transfer Status
    • Is Template?
    • Service Level
    • Extension fields
    • Additional Item Table values
    • Additional Covered Object values
    • Organizational Data
    • Billing Plan
  • Items facet additional item table fields enabling new contract features for quantity contracts and custom columns
  • Item details includes Excluded Services and Parts (new feature in contracts)
  • Item details includes Billing Plan tab and details
  • Attachments Facet Enabled
  • Navigate to Individual/Corporate Accounts

contract.JPG

That’s quite a bit of offline process enablement! Enjoy the experience. And please check out ALL the latest 1608 features and details in our documentation: https://help.sap.com/cloud4customer!

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