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User Experience Insights
Author's profile photo Luciano Monteiro

The seamless ticketing support journey between SAP Commerce Cloud and SAP Service Cloud

Introduction

As you likely know, Customers’ needs have been changing during these past years. Hence, as customers have more choices than ever before, they also have less patience in meeting their needs and are eager to share their experiences, either good or bad ones. Therefore, to make your customer happy and earn their loyalty, it is imperative to engage with them at every step of their journey and support them whenever needed – at a suitable time!

In a nutshell, SAP Commerce Cloud together with SAP Service Cloud enables a best-in-class service, leveraging your customer support, improving your customer experience and, more importantly, making your customer happy & satisfied with your services and products.

Therefore, this blog is about one of the many possible ways to improve your customer support using SAP Commerce Cloud and SAP Service Cloud composed in the same service support process. This out-of-the-box integration will surely help you to address your customer needs.

Below, you can grasp the main objectives of this seamless integration.

Features included:

  • Sync Customer Data from SAP Commerce Cloud to SAP Service Cloud
  • SAP Commerce Catalog and Storefront for sales and service agents in SAP Service Cloud
  • Integrate Customer Ticketing system using a storefront Add-on
  • Integrated ASM (Assisted Service Management) for proving real-time Sales & Service Support
  • Single Sign-On enabled, highly scalable enterprise solution

Business Benefits:

  • Fully integrated for Commerce, Sales, and Service giving transparency and visibility of customer data plus clarity of what the customer sees in the SAP Commerce Platform
  • Go beyond traditional CRM systems, improving customer interaction and support
  • Provide sales support and customer service across all channels with an online seamless experience
  • Lower implementation time and costs through a pre-built integration solution
  • …And much more!

 

Real Business Scenario with the high-level integration flow

Now, let’s talk about three real business scenarios where you can apply this solution.

Personas:

  • Taylor is a BC2 buyer looking for some digital cameras as she likes to take professional photos
  • Connie is a customer support agent from ABC Company, a business user expert in SAP Commerce Cloud and SAP Service Cloud

 

Customer Journey flow:

Business scenarios:

Business scenario 1 – Customer Replication (B2C as an example)

So, as a buyer, Taylor analyzes some sellers’ adapters and decides to negotiate the items in the SAP Commerce Cloud ABC Company storefront. So, Taylor goes to the SAP Commerce Cloud ABC Company site and creates an account:

After creating the account in the SAP Commerce Cloud, the account is replicated to SAP Service Cloud:

Given this and as observed in the image, the individual customer is now integrated with SAP Service Cloud. The customer may also receive a notification via email about the account creation. Furthermore, now when Taylor either calls or raises a ticket in the SAP Commerce Cloud, the agent via SAP Service Cloud can easily identify the customer and act upon the request, providing seamless support.

In terms of integration, it synchronizes customer data from SAP Commerce Cloud to SAP Cloud for Customer to connect customers with customer support agents. Once connected, agents can communicate with customers and resolve their needs using various communication channels. For further knowledge about how this integration works, please consult the links below:

Replicating Customer Data from SAP Commerce Cloud to SAP Cloud for Customer – The replication of customer data from SAP Commerce Cloud to SAP Cloud for Customer happens when the customer account is created in SAP Commerce Cloud.

API Hub for commerce – Explore, discover and consume APIs, pre-packaged Integrations, Business Services, and sample apps.

Configure SAP Commerce Cloud Backoffice Make required configurations in SAP Commerce Cloud Backoffice for integration with SAP Cloud for Customer.

Configuring Cloud for Customer  (B2C) Business-to-Customer Scenario

Business Scenario 2 – Support Ticket Scenario:

As of now, Taylor already has an account created in SAP Commerce and it has been replicated to SAP Service Cloud, Taylor is surfing through the site and simulating the purchase by adding the products to the Cart as depicted in the image below:

Although during the purchase attempt, she got a question related to the products’ shipping times and hence decides to not check out the order. Instead, she goes to my account – support tickets and creates a ticket support, leaving the notes and linking the product or Cart ID on it:

With that, in the backend, this request is converted to a service ticket in SAP Service Cloud. Here, a service ticket along with its cart reference is created in SAP Service Cloud:

Taylor, via email, can be notified of the ticket created and its information as well as the SLA set to respond to such request (SLA). At the same time, SAP Service Cloud routed the request directly to Connie, once she is responsible for the ABC Company, due to the area of this Customer. Connie also gets a notification about this request from Taylor and starts working on the service request immediately. Firstly, Connie can launch the ASM module to see further information about Taylor’s account. To do that, she can go through the document flow in the ticket and click on the cart ID:

She will then be conveyed to the ASM SAP Commerce Cloud Module:

Where she can see the active cart and have an X-ray of Taylor’s account, commonly known as Account 360º of the customer via SAP Commerce Cloud – ASM Module:

Now, as Connie already has more information about Taylor and feels confident to update the ticket, she went back to SAP Service Cloud and goes to the interaction tab, and update the ticket:

Taylor will also be immediately notified about this update in the ticket and may see the progress in the SAP Commerce Cloud platform:

As the reply is exactly what Taylor is expecting, she can reply to the ticket and close it from the support ticket tab in the SAP Commerce Cloud. After closing the ticket, SAP Service Cloud can also and customer satisfaction survey to analyze Connie-Agent Support:

and therefore, now Taylor shall proceed with the Cart and order the product:

In the backend, the order is created in the ERP for delivery, invoicing, and fulfillment and replicated from ERP to SAP Service Cloud (as the order in SAP Sales Cloud). That way, these three SAP Solutions will be in sync, composing the whole business scenario.

Regarding the integration and possible configuration required to achieve this business scenario, please consult the links below:

Ticket Replication and Ticket integration Extension synchronizes customer service tickets from SAP Commerce Cloud to SAP Cloud for Customers.

With Assisted Service Module Integration, SSO for ASM and  Mashup link for ASM Module agents can click the link in the SAP Cloud for Customer system that quickly and seamlessly, using single sign-on, opens the Assisted Service Module on top of the SAP Commerce Cloud storefront to allow the agent to provide seamless Omni-commerce interactive sales and service support to the customer in real-time, or off-line.

Workflows Automate your business processes using workflows.

Survey Satisfaction Create satisfaction surveys that you can send out to your customers using an e-mail template. Your customers can rate how satisfied they are with several answer options based on a scale you create. You can also use all other question types in satisfaction surveys to collect more details about your customers.

The order architecture and replication strategy from SAP Commerce Cloud to ERP and ERP to SAP Service Cloud will have to be considered, hence please review the possible flow, as such:   SAP Commerce Cloud Integration with SAP ERP and Prepackaged Integration with SAP ERP / Prepackaged Integration with SAP S/4HANA.

Business Scenario 3 – Call support Scenario:

This time, Taylor decides to call for help once she has some questions regarding the shipping times while trying to buy a new component cable and noticed it has a number for help:

Taylor then calls for the referenced number and via SAP Service Cloud Connie picks up the call. Here, the customer hub in the SAP Service Cloud will make the whole difference when interacting with Taylor:

While Connie and Taylor are discussing the shipping times via call, and to speed up the request, Connie from SAP Service Cloud launches the ASM module in the SAP Commerce Cloud and checks Taylors Account and the Cart created (it can be launched via online storefront in the account/contact action).

As an expert agent, Connie can also check Taylor´s account 360º for further analysis:

As Connie responded to Taylor´s questions and as she feels ready to place the order, Connie inform her that she can also help her out finishing the order on Taylor´s behalf. Taylor is happy to have such support and agrees with the order placement. Therefore, via ASM Connie orders the products on behalf of the customer seamlessly!

In the backend, the order is created in the ERP for delivery, invoicing, and fulfillment and replicated from ERP to SAP Service Cloud (as an order in SAP Sales Cloud). That way, these three SAP Solutions will be in sync, composing the whole business scenario.

Likewise, as shown in the business scenario 2, these are some documents about the integration included in this scenario:

Ticket Replication and Ticket integration Extension synchronizes customer service tickets from SAP Commerce Cloud to SAP Cloud for Customers.

With Assisted Service Module Integration, SSO for ASM and  Mashup link for ASM Module agents can click a link in the SAP Cloud for Customer system that quickly and seamlessly, using single sign-on, opens the Assisted Service Module on top of the SAP Commerce Cloud storefront to allow the agent to provide seamless Omni-commerce interactive sales and service support to the customer in real-time, or off-line.

As well as some other documents related to other features included in this last scenario:

Computer Telephony Integration (CTI) Communication Channel – This document is intended for customers and partners who want to integrate their third-party Computer Telephony Integration (CTI) adapters and widgets with SAP Cloud for Customer.

Live Activity – Live Activity is where you integrate your third-party communication system provider’s CTI widget. Interact with customers through real-time communication channels that may or may not result in ticket creation.

The order architecture and replication strategy from SAP Commerce Cloud to ERP and ERP to SAP Service Cloud will have to be considered, hence please review the possible flow, as such: SAP Commerce Cloud Integration with SAP ERP and Prepackaged Integration with SAP ERP / Prepackaged Integration with SAP S/4HANA.

Conclusion / Summary

The SAP Commerce Cloud integration with SAP Service Cloud enables large enterprises to provide best-in-class service and sales support to customers and, as we went through the real case scenarios together, we may say that it is a flawless integration, enabling interactive selling and service to your customers on the spot. Improving the customer relationship, user experience and makes the sales and service process more productive. On top of that, your users working on the SAP Commerce and SAP Service Cloud can easily manage the whole process, having a seamless and user-friendly tools making their jobs intuitive and efficient. It may also leverage your usage adoption while using SAP Commerce Cloud and SAP Service Cloud totally connected as one composed solution.

 

We hope you have enjoyed the reading!

CX Intelligent Adoption & Consumption Team

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      1 Comment
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      Author's profile photo Gabriel Biacotti de Matos
      Gabriel Biacotti de Matos

      Hello Luciano,

      Very good blog, well detailed and explained.

      Keep it up.

       

      Regards,

      Gabriel