2005 Service Cloud Release Preview - Final

SAP Sales/Service Cloud (aka Cloud for Customer)
Release Briefing – Service Cloud

Version 2005 (May2020)
Renee M. Wilhelm, SAP CX
April 21, 2020
PUBLIC
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2005 Release Briefing Sessions for SAP
Cloud for Customer
• Platform and Integration

• Sales Cloud
Ø Service Cloud
Agenda
1. Release Schedule
2. Announcements
3. Innovations – Service Cloud
4. Resources

Release Information
Enhanced and Updated on a Quarterly Schedule
SAP Cloud for Customer Innovation Cycle
February May August November
Line of Business Solution
Industry Cloud Solution
User Experience
Packaged Integration
Key User Enhancements

SAP Cloud for Customer in the Sales & Service Clouds
May 2020 (2005) Release - Planned Timeline
21 April 2020– May 2020 Release Preview Conversation with Customers and Partners ~4 weeks to upgrade
01 May 2020 – Planned Solution Release to Market
2+3 May 2020 – Planned Upgrade of Test Tenants ~2 weeks to upgrade
14 May 2020 – Planned May 2020 Release Overview (Content update only)
16+17 May 2020 – Planned Upgrade of Production Tenants Upgrade Day 0
Release Milestones Release Webinar/Update

New Release Information - 2005 Release Notes & Help Content
Note: The Pre and Post Release webinars offered for each release are designed to give you
consolidated overviews on the key features for a release. These documents are not the sole source of
truth about the release. Instead, the on-line help and What’s New information is intended for that
purpose. The on-line help documentation becomes available to customers on the RTC or Release to
Customer date of each release.
May 2020
As of 1st May 2020 – you can expect to find the official 2005 documentation here:
https://help.sap.com/viewer/637db7a0d01e47009d9420e9a927c571/latest/en-US
This link will always take you to the most recent “Released To Customer” version
© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC **Release Briefing content may not be complete and is subject to change** 8
General Announcements
End of support for IE browser with 2011 release production upgrade
IE Brower will not be supported as of 2011 release production upgrade.
Reasons for announcing end of support of IE browser are following:
• IE has several performance issue especially when it comes to rendering UI based on highly complex UI metadata.
• IE shows stability and performance issue as they are not supporting all latest web standards.
• MS had reduced investment for IE and restricted the investment to maintenance.
• Since IE has several challenges, from 1905 release, C4C UI framework has taken the approach of not releasing
all new UI features for IE browsers.
MS Edge based on chromium will be supported from 2005 release onwards
Supported Browsers: https://help.sap.com/viewer/5d3ae4aa1f174b2cb6ec625c93ef8884/2002/en-

US/6fe2e50973704e24bc08d02cc12f519a.html?q=browser#loiod2e697ceb20b463589cca925a7993773

For a Complete set of Announcements – Please
refer to the Platform and Integration session
content

SAP Service Cloud What’s New in 2005
Service Topic Overview
§ Service Channels & Templates

§ Service Management/Ticketing
§ Maintenance Plans
§ Installation Management
§ Time Recording
§ FSM Integration
§ Industry/Utilities

What’s new in Service Channels
What’s new in 2005 for Service Channels
Key Innovations Additional Enhancements

Email Channel/Templates Email Channel/Templates
§ Auto Load of Embedded Images in E-Mail Editor § TinyMCE Text Wrapping
§ Embedded Images in Unassociated Emails § Download of multi-attachments
§ Outbound E-mail Monitoring § Copy Templates
§ E-Mail Interactions Search § Template Usage Reporting
§ Branding Template Configuration § Portal Rich Text Templates
§ Copy to Ticket SMS
§ Editing of Internal Memo § Support B2B SMS Ticketing
§ HTML Response & Signature Templates
§ Favorite Templates

Auto Load of Embedded Images in E-Mail Editor
Business Description of Feature
When replying or forwarding an email the agent will see
loaded embedded images.
No need to need to “click” Load inline images button Agent
at the moment needs to click on ‘Load Inline Images’ to load
the embedded images in an email while replying or
forwarding the email.
Key Business Benefits

§ Optimize agent experience with reduced clicks
§ Provide agent quick access to all relevant email content
§ Increase adoption when migrating from a traditional mail
client for customer service email processing
Set-up Details
§ With a new setting of ‘Load Inline Images
Automatically’ under Administrator->
Service and Social-> Ticket
Configuration, the images will be loaded
https://influence.sap.com/sap/ino/#/idea/222764
automatically

Change in UX behavior
Embedded Images in Unassociated E-mails

Agent at the moment needs to go to Attachments
and view the original_content.html file to view the
original content of the unassociated email.

§ Optimize agent experience with reduced clicks
§ Provide agent quick access to all relevant email
content
§ Increase adoption when migrating from a
traditional mail client for customer service email
processing
Set-up Details
§ Default setting

Outbound E-Mail Monitoring
Using outbound e-mail monitoring, administrators can
monitor which emails were sent out of the system
and which resulted in error
User can see Errored out emails, successful emails
and emails with temporary error

§ Admins are aware of the outbound email error, if
errors exist
§ Admins can take proactive corrective measure
without waiting for their customers to report issue
§ Provides outbound e-mail monitoring foundation
for improved customer experience and business
continuity
Set-up Details
§ Access via Administrator-> Service
and Social-> Outbound E-Mail
Monitoring

Search in List View of E-mail Interactions

Search button on top of the interactions’ list view
opens a modal-dialog where Agent can perform
search for a particular email and once he selects
that email and clicks on Ok, the same email is
selected and its content is shown in the list view.
Not available in timeline view.

§ Agent will now be able to search e-mails based
on subject and the content of the email in the list
view of the e-mail interactions
Set-up Details
§ Default setting

Configuration to prevent the change of branding template in E-Mail
§ A new setting ‘Disable change of branding
template in email feeder’ has been globally
introduced
§ Admin can now enable this setting to prevent the
change of branding templates by agents while
responding to or sending out a new email to
their customers or contacts.

§ Ensures consistent branding across customer
service agent teams
§ Reduces errors in branding during responses to
customers
Set-up Details
§ Administrator -> Service and Social
-> Ticket Configuration
Text Wrapping in TinyMCE Change in UX behavior

Horizontal text wrapping in the TinyMCE e-mail
editor is auto enabled now

§ Agent doesn’t need to keep scrolling horizontally
to view or adjust the text
§ Provides a consistent user experience by auto-
wrapping text
Set-up Details
§ Default setting
https://influence.sap.com/sap/ino/#/idea/
243272

New fields in Service E-mail Workflow
Enable E-Mail service type workflows with added fields:
• Created On
• Changed On
• Reason

§ Allows automated notification to person responsible for
managing their team’s unassociated emails queue with
initial identification of blocking code for the specific email
§ Further alignment for service email channels to be
managed individually
§ Additional flexibility provided to the administrator to
schedule workflows based upon Created On and Last
Changed dates
Set-up Details
§ Administrator -> Workflow Rules

Extension fields in Interactions Timeline List View
Extension fields can now be added to the list view
of the e-mail timeline control.
All the feature for the field remain same as any
other extension field

§ Ongoing flexibility provided for the timeline list
view
§ Customers can add their custom fields as per
their business needs on the list view of the
timeline control under Overview and Timeline
facet along with the List view of Interactions
which was already supported
Set-up Details
§ User Menu -> Start Adaptation ->
Create New Field

Reply action on Timeline and Interactions

Earlier only Reply All was supported as an option to
Reply to an email.
Now we support Reply as well

§ Agent doesn’t need to remove all the other
recipients in order to reply to only the individual
or the email address from which the email was
received
§ Reduction of ticket processing end to end for
agents
§ Prevents mail being sent to unintended
recipients
Set-up Details
https://influence.sap.com/sap/ino/#/idea/ § Default setting
225585

Split, Copy and Move actions on Timeline

Split to New Ticket, Copy to Ticket and Move to
Existing Ticket actions are now supported on
Timeline Control as well

§ Ensure existing agents are provided with
continued feature parity & reduction in clicks and
training time for new agents
§ Agent doesn’t need to switch to Interactions view
in order to perform all these actions
Set-up Details
§ Default setting

User date-time settings in Timeline

Date and the time format for all the interactions in the
timeline control are reflected based on the date and
time settings under the user settings of the logged in
user

§ Date and Time are reflected similar to all the
other places on the UI to avoid confusion and
misinterpretation
Set-up Details
§ Default setting
243356

Expand latest interaction by default in Timeline

Latest interaction will be expanded to a certain
height by default

§ Improves the user experience with requiring no
action to be taken by agent or administrator
§ Reduction in extra click to view the first
interaction content
Set-up Details
§ Default setting

Copy To Ticket
Copy to Ticket action will also create a copy of the
email activity of the original ticket and link it to the
new ticket

§ Improves the user experience with user able to
see the correct formatted html content of the
email copied from original ticket to a new ticket
Set-up Details
§ Business Configuration -> Service -
> Customer Care -> Service
Request Management -> On 'Copy'
action in Interactions, would you
like to create a new E-mail ?

Editing of Internal Memo

If the most recent interaction is an internal memo,
it can now be edited by the user who created it.
Only editable by same user provided no other
interaction has been created after that internal
memo was created.

§ Improves the user experience with the possibility
for the user to correct or add additional
information to an internal memo he/she created
earlier.
Set-up Details
§ Internal Memo should be enabled
in the system through business
configuration
142036

Download of multi-attachments
Multiple Interaction attachments can now be
selected to be downloaded together subjected to a
maximum total size of 10mb

§ Improves the user experience with the possibility
for the user to download multi attachments
together and eliminated multi-clicks.
Set-up Details
§ Default Settings

Support B2B SMS Ticketing
§ We now support SMS ticketing for B2B
scenarios.
§ System can identify the Contact based on SMS
phone number and automatically create a ticket
for its associated Account. If not found, default
Account maintained in the configuration will be
used.

§ B2B can take advantage of SMS ticketing for
their business contacts.
§ With the default Account setting, it is easy to
capture unassociated SMS.
Set-up Details
https://influence.sap.com/sap/ino/#/idea/ § Administrator -> Service and Social
238753 -> Communication Channels-
>Messaging Services
What’s new in Service Channels – Email
Templates
HTML based Response Templates
Users can now create the HTML based templates
using any third party tool and can then upload the
same in C4C to create a document-based
response templates
It supports the set of placeholders similar to the
text based templates

§ Users or admins can use any feature rich third
party tool to create flexible templates as per their
business needs and can then upload the same
as HTML file in the system
§ Resolves many of the issues of formatting in the
usage of text based response templates
Set-up Details
§ Default setting
227104

HTML based Signature Templates
Users can now create the HTML based signature
templates using any third party tool and can then
upload the same in C4C to create a document-
based signature templates
It supports the set of placeholders similar to the
text based signature templates

§ Users or admins can use any feature rich third
party tool to create flexible templates as per their
business needs and can then upload the same
as HTML file in the system
§ Resolves many of the issues of formatting in the
usage of text based response templates
§ Reduced the dependency on RTE functionality
Set-up Details
§ Default setting
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227104 34
Favorite Templates
Users can now mark the response or the signature
templates as their favorites
Those marked as favorites would be easily
accessible via filter ”My Favorite Templates" while
choosing a template in the e-mail editor

§ Right now users cannot mark templates as
favorites and therefore have to search through
all templates to find the right ones
§ It will help users to easily (less clicks) work with
e-mail templates in a time-efficient (no search)
and user-friendly/centric way.
Set-up Details
§ User Menu -> Start Adaptation ->
Expose ‘Actions’ Column
© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 213593 35
Copy Templates
Copy template allows the user to copy and create
a new template without manually copying all the
text and paste it in a new template
It is supported for both text and document based,
response and signature templates on the template
detail page

§ Decrease rollout of templates for existing or new
service teams by automatically populating
template key fields from the predecessor
template
§ Without Copy feature, users have to open a
template, manually copy all text, then create a
new template and paste text. This is a manual
process that is cumbersome and prone to errors
https://influence.sap.com/sap/ino/#/idea/ Set-up Details

232809
§ Default setting

Templates Usage Reporting
Admins need to know the template usage; for a
ticket or a ticket category what all templates were
used, how many times and when they were used
Or how a particular template is used for what all
tickets or ticket categories, how many times and
when.
A standard report ‘Template Usage’ is delivered as

a part of it.

§ Customers will have a clear view of their
templates usage and allow direct feedback for
templates that can be retired.
§ Measure efficiency of templates that have been
designed
Set-up Details
§ Business Analytics -> Design
Reports -> Template Usage Details
© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 200774 37
Template details Re-design
It wasn’t possible to adjust the width of the
previous template UI or placeholders to use the
entire space
The template UI has been redesigned to make use
of the entire space

§ Continued investment in user experience and
improved usability
Set-up Details
§ Default setting
235461

Rich text content for Portal Type Templates
Earlier only plain text was supported for
Portal Type Templates
Now Rich text is also supported

§ Continued feature parity while using the portal
type templates in interactions/timeline of tickets
Set-up Details
§ Default setting

What’s new in Service Management
What’s New in 2005 for Service Management/Tickets
Key Innovations
Additional Enhancements
§ Creation of multiple new registered products from Ticket's Product tab
§ Restrict 'Export to Microsoft Excel' option for Service Ticket Influence
§ PDF Output summary with inline images Id: 236336
§ Add default query to retrieve tickets based on involved parties
Influence Id: 213179
§ Support of inline images during quick create in the description field
§ Ship-To party selection to be based on Account in Involved party
§ Enhance Data Origin type-code to include Survey

Ticket – Creation of multiple new registered products from Ticket's Product
tab Change in UX behavior
Business Description of
Feature
§ Create multiple registered
products from the Products
Facet while creating a ticket.

§ Ability to create and add
multiple registered products
from within the Products Facet
itself.
Set-up Details
§ Default setting

Ticket – PDF Output local summary with inline images
Feature
§ Support for inline images in
the ticket to be available in
Output summary

§ Inline image output provides
clarity in ticket context and
enables ease of consumption
and understanding for the
customer and staff.
Set-up Details
Pre-requisite – Maintain Form
Templates

Ticket – Add default query to retrieve tickets based on involved parties
Feature
§ Support of a default query to

retrieve tickets based on
Parties Involved

§ Easier accessibility to people
who are a part of the "Involved
Party" tab of a Ticket.
Set-up Details
§ Default setting

Ticket – Support of inline images during quick create in the description field
Feature
§ Ability to add inline images in
the Ticket description field in
quick-create mode.

§ Ticket descriptions and
images can be included in the
notification email to inform
relevant colleagues(who may
not be a part of service cloud
application)
Set-up Details
§ Needs to be enabled via:
Administrator>>Service and
Social>>Ticket
Configuration>>”Enable inline
images for ticket description,
work description, portal
messages and internal memo
Administration Configuration
Ticket – Restrict 'Export to Microsoft Excel' option for Service Ticket
Feature
§ Support an access restriction
option to disable export to Microsoft
excel for Service Tickets based in
business role

§ Aligns single setting to restrict
access
Set-up Details
Path : Administration -> General Settings ->
Business Roles ->
Select a Business Role -> Click View All ->
Click on “Fields & Actions” Tab ->
Maintain this restriction under Business
Field Restrictions
Ticket – Ship-To party selection to be based on Account in Involved party
Feature
§ Ability to filter the accounts
from accounts list view based
on selected account for a
ship-to-party in the Involved
party facet

§ Show only the related
accounts based on the
selected Sold-To-Party
Set-up Details
Default Setting

Ticket – Enhance Channel/ticket source to include Survey
Feature
§ Enhance data origin typecode
for tickets that results from a
survey(Qualtrics)

§ It is possible to distinguish the
channel through which the
ticket was created and can
potentially be used to route
the ticket to the appropriate
team/agents.
Set-up Details
Default setting

What’s new in Maintenance Plan
What’s new in 2005 for Maintenance Plan

§ Creating the Maintenance Plan from Contract Advanced Search fields added: IBase, IPoint, Serial
https://influence.sap.com/sap/ino/#/idea/232203 ID and Products (section: Maintenance items)
§ Validity end Date for Maintenance Plan
§ Advanced Search fields available in Maintenance plan
search from Contract object

Maintenance Plan: Creating the Maintenance Plan from Contract Change in UX behavior
Feature
You can create Maintenance Plan from

Facet Maintenance Plan of Service
Contract using ´+´ button.
You can select/add the Contract Header

Covered Objects of the Contract as
Maintenance Items.
Contract will be linked to Maintenance Plan
Function is supported for Service

Contracts independent from its status

§ Simplifies Maintenance plan
creation with relevant references to
contract

Maintenance Plan: Creating the Maintenance plan from Contract #2
Enter general Header Data of

Maintenance Plan
Start Action Ádd maintenance
Items´
Note: Depending on entered
data [Counter and/ or Time
Based] the upcoming selection
of the Covered Objects to be
used as Maintenance Items
could be different

Maintenance Plan: Creating the Maintenance Plan from Contract #3
Select/ deselect Covered

Objects of given Contract to be
considered in the new
Maintenance Plan:
For Counter based plans, only
Covered Objects of type
Registered Products will be
displayed and can be copied.
For Time based plans both,
Registered Products &
Functional Location, get copied.
IPoints of other Types will be
ignored.

Maintenance Plan: Creating the Maintenance Plan from contract #4
By Creation of the new

Maintenance plan selected
Covered Objects of the Contract
become Maintenance Items
associated to the relating
Contract.
You can still add/ delete Items

The created Maintenance Plan

contains selected Covered
Object(s) of the Contract incl.
link
Validity [Start/End] Dates of
Contract could be manually
adjusted and actions such as
Áctivate´ be triggered
Option to associate
to Contract Start/
End Date

New Maintenance Plan will

automatically be added to the
maintenance Plan table
Hyperlink provide users with
more Data of the Maintenance
Plan

Maintenance Plan: Validity end Date for Maintenance Plan
Feature
§ Users can set Énd Date´ to Maintained
Items to stop related Ticket Generation
via Calendar OVS of Field Énd Date´
§ Feature is restricted to Maintenance
Plans with Schedule Type Ćyclical´ and
Schedule Condition ´Time Based´
§ End Date shouldn't be less than current
Date
§ End Date shouldn´t be less than Start
date
§ If no Start Date was set in Maintenance
End Date impacts on Plan the End Date shouldn't be less than
* Simulate Run ´Valid from´ Date of Registered Product
* Trigger manual Run Master Data
* MDRO/ Maintenance
Plan Runs

§ Ease of maintenance plan
configuration

Maintenance Plan: Advanced Search added Section for Maintenance Plan
Items - IBase, IPoint, Serial ID and Products
Separate Section ´Maintenance

Items´ in Advance Search of
Maintenance Plan: Installed
Base ID, Installation Point ID,
Serial ID and Product [hidden,
to be personalized]
Result are all Maintenance
Plans that have them as
Maintenance Item.
226342

Maintenance Plan: Advanced Search - IBase, IPoint, Serial ID and Products
as separate Section in OWL/ OVS
Search Parameters Installed

Base ID, Installation Point ID,
Serial ID and Product in
´Maintenance Plan´ OVS of
Contracts OWL
[hidden, to be personalized]
Result are Service Contracts
that have them as Item in its
associated Maintenance Plan
226342
What’s new in Installation Management
What’s new in 2005 for Registered Product/ Installed Base
Key Innovations
§ Set Default Status of Newly Created Installation

Point as Active via Workflow
§ Stabilize the New Quick Create of Registered

Product Introduced in 2002
§ Allow to Save Duplicated Measured Value for

Counter Measurement Log

Set Default Status of Newly Created Installation Point as Active via Workflow
§ When creating installation point, the

default status is In Preparation. The
workflow for business object Installation
Point/Registered Product is enhanced to
allow the customer to activate the
installation point on creation.
§ The workflow rule also applies for

Installation point replicated from
ERP.
§ Set the condition Status of
Installation Point/Registered
Product Equal to In Preparation if
you don’t want to activate
obsolete/blocked Installation
point/registered product replicated
from ERP.
Set-up Details
§ Go to Administrator-> Workflow Rules,
create a workflow rule for Installation
Point/ Registered Product BO

Registered Product – New Quick Create– (Phased Delivery)

Provide a new quick create for
Registered Product in the Registered
Product worklist.
§ It supports adding extension fields from
This is the new quick both Installation Point and Individual
create of registered Product business context.
product
§ In 2002 and 2005, the new quick create
coexists with the old quick create in the
Registered Product worklist.
§ It does not support Save and Open for
the new Quick Create.
§ The extension fields added to the
old quick create need to be added
again on the new one.
Set-up Details
§ Please create an incident in the
component LOD-LE-IBA-IPO to
activate this feature
Allow to Save Duplicated Measured Value for Counter Measurement Log
§ Before 2005, if you mark a measurement log

as ‘counter’ then its measurement readings
can only increase with time. Validation
message will be shown based on the reading
value and Measured On timestamp. With
2005, the system allows to save the values
equal to the last value.
§ This is also enabled for offline.
§ No Warning messages for same entry are
displayed in the UX or replication logs

§ In real business, the measure value could
remain unchanged with time. It’s now
possible for customers to reflect that in the
system, and to replicate Measurement
documents with the same value for one
measurement point into C4C.

What’s new in Time Recording
What’s new in 2005 for Time Recording
Key Innovations Additional Features

§ Contract Type Drop-down Optimization for § Remove the object icon for Date column in
Define Rules for Time Item Product the Time Entries worklist

Contract Type Drop-down Optimization for Define Rules for Time Item Product

The Contract Type drop-down is now pre-
filtered to only show Service Contract types.
§ Existing rules with Sales Contract types

still works if this sales contract type is
specified on the ticket.
§ From 2005 on, it’s not possible to
specify Sales Contract Type for the rule.
Business Benefits
§ Streamlines the contract selection

process to only relevant (service)
contracts.

Remove Object Icon for Date Column in Time Entries Worklist
§ In the Time Entries worklist, the same

icon was displayed for both ID and Date
column, now the Date icon is removed.
Business Benefits
§ The customer can directly know from

which field to open the details of the
time entry. Meanwhile, the icon is only
displayed once for one business object,
it’s consistent across the system.

What’s new in FSM Integration
What’s new in 2005 for FSM Integration

§ Replicate functional location master Data and ticket § Delete contact from FSM to C4C
main functional location to FSM
§ Activity Planned Start Date/End Date Replication to
§ Replicate Employee Org Assignment from C4C to FSM Ticket Item Planned Start/End Date
People Region Assignment to Support the Planning
§ Replicate Ticket Service Technician Team or Service

and Support Team to FSM activity Region to support
Planning
§ Display service call in ticket document flow
§ Replicate Service Call/Activity Skills Assignment to C4C

Ticket
§ Enhance Bidirectional Ticket service category to Service

Call Problem Type replication

Master Data
SAP Cloud for Customer
Product
Product Category Employee
Account Registered
Employee Contact
Product/Functional Skill
Location Org. Unit
SAP FSM
Item Item Group People
Business People Contact

Partner Equipment Skill Region
Real-time unidirectional integration of master data from C4C to FSM for Account, Product, Employee ,Registered Product, installation point etc.
Bidirectional integration of master data: Contact, when a replicated contact is deleted from FSM, the contact to account relationship is deleted in
C4C
Registered Product Attachment is also replicated from C4C to FSM
Skill associated with Account, Employee, Product, Product Category and Registered Product is also replicated
The replicated functional location does not have serial ID and referenced Item in FSM, functional location cannot be manually created/activated
from FSM UI
Replicate Functional Location Master Data
From C4C to FSM
§ The C4C installation point ( Functional

Location type of registered product) is
replicated to FSM equipment unidirectionally.
§ The functional location hierarchy is also
replicated, including the link to the installed
registered product.
§ Newly created registered product under the
functional location can be replicated to FSM.
§ Attachments added to a functional location in
C4C will be replicated to the corresponding
functional location in FSM.
§ The replicated functional location does not have

Serial No, or Item name (referenced product)
§ It’s not possible to create functional location
directly from FSM
§ Inactive functional location is also replicated, It’s
impossible to activate functional location in FSM.

Replicate Functional Location Master Data II
From C4C to FSM
Set-up Details
1. In CPI, the iflow of Replicate Functional
Location to Field Service Management
needs to be configured.
2. The Technical Data for outbound service
Replicate Functional Location to SAP
Field Service Management needs to be
maintained: Go to Administrator->
General Settings-> Integration->
Communication Arrangement, edit the
communication scenario: Ticket
Integration with SAP Field Service
Management, on the Technical Data tab,
select Outbound, for Replicate Functional
Location to SAP Field Service
Management service, enter
/cxf/C4C/FSM/FunctionalLocation as
Path.

Replicate Functional Location Master Data III
From C4C to FSM
Set-up Details
3. Set the Functional Location replication enabled flag:
§ If you want to use functional location replication
along with its usage in registered product ( as a
parent ) and ticket ( as a product ), then the
following needs to be done:
§ The Functional location replication
enabled flag in the Replicate
Registered Product to Field Service
Management and Replicate Service
Ticket to Field Service Management
iflows need to be set to true. Default
value is false.
§ If you don’t want to replicate functional location
master data, in order for a registered product
with a parent functional location to be
successfully replicated, this flag shall be kept as
false. The replicated registered product then
does not have parent in FSM.
§ If you don’t want to replicate functional location
added as main product in ticket, this flag shall
be set as false. 74
Replicate Employee Org Assignment to FSM
From C4C to FSM

§ The Employee org. assignments are replicated to
FSM people regions.
Business Benefits
§ Region in FSM is part of the Planning Scenarios
that are used to pre-filter the Dispatching Board
and Planning List, replicating ticket Service
Technician team to activity region can help further
narrow down the responsibility of a single planner,
replication of employee org assignment can help
assign technician to activity per region
association.
§ The Regions shall be created in FSM first via FSM

API.
§ Only the SERVICE org unit assignment will be
replicated.
§ The value mapping between the C4C service org
unit and FSM region needs to be maintained.

Replicate Employee Org Assignment to FSM II
From C4C to FSM
§ As FSM People to Region association does not have validity

period, as a limitation, the employee org assignment
replication from C4C does not consider validity period.
There could be possibility that an outdated org assignment
is sent to FSM.
§ The dates will be sent out from the outbound service. If the
validity periods are needed, then this can be achieved via
extensibility ( if extensibility is allowed in FSM for regions )
Set-up Details
§ To set up the value mapping of the employee org

assignment to FSM region:
• First check the org unit ID of the org unit.
• Then go to your CPI tenant, open the SAP
Service Cloud Integration with SAP Field Service
Management package, navigate to the Value
Mapping for Field Service Management, then
maintain the mapping in Value Mapping for
Service Technician Team and FSM Region.

§ Remember to deploy the value mapping.
Delete Replicated Contact from FSM
From FSM to C4C

§ When a replicated contact is deleted from
FSM, the contact and account relationship
is deleted in C4C.
Business Benefits
§ In case service technician finds out some

contacts are not valid any more, the
change can be updated in C4C for service
agent.
§ The contact master data still exists in C4C.

Integration | SAP C4C – Field Service – ECC
SAP C4C CPI SAP FSM

MAINTENANCE E-MAIL WEB Social
PHONE MATERIAL
PLAN NOW
ACTIVITY
CONTRACT TICKET (*) SERVICE CALL
PLANNED
ITEM T&M
SERVICES
JOURNAL
PLANNED
PARTS SUMMARY
ACTUAL ITEMS
(Exclude Expense)
MASTER DATA MASTER DATA STOCK
CPI / PI
MASTER DATA CONTRACT INTERNAL ORDER STOCK
BILLING REQUEST
GOODS
MOVEMENT
CATS
ADV SHIPMENT
SAP ECC & SAP S/4HANA OP
© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC (*) Leading Service Object Standard Interface available now 78
Ticket Service Category to Service Call Problem Type Optimization
Bidirectional
§ Supports C4C ticket Service Category

replication to service call Problem Type
for customers that have multiple
released service catalogs for ticket by
providing value mapping between C4C
service category and FSM problem type
in CPI.
§ The replication is bidirectional
§ The value mapping supports one to
many mapping both ways.

§ The replication between ticket Service
Category and service call Problem Type
was only based on 1:1 ID mapping, which
is only applicable for scenario that has only
Only the Service one released service catalog version. With
Category is mapped the enhanced new value mapping in CPI,
to Problem Type customer can mapped service categories
from different service catalog to FSM
problem type. 79
Ticket Service Category to Service Call Problem Type Optimization II
Bidirectional
§ The replication is only from the Service Category field

(Category Type=Process) to Problem Type, not from
other service category type like Incident category or
Cause category. If you want to map other category
type to problem type, the iflow has to be extended.
§ The previous ID mapping can still be used if the value
mapping between service category and problem type
is not enabled.
Set-up Details
§ There are three iflows involved: Replicate Service Call to
SAP Service Cloud, Replicate Service Ticket to Field
Service Management, and Value Mapping for C4C and
FSM Integration.
§ To enable the value mapping instead of the ID mapping:
§ go to your CPI tenant, open the SAP Service
Set as true Cloud Integration with SAP Field Service
Management package-> configure both Replicate
Service Call to SAP Service Cloud and Replicate
Service Ticket to Field Service Management, set
the Use Service Category value mapping as true.
Ticket Service Category to Service Call Problem Type Optimization III
Bidirectional
Set-up Details
§ To maintain the value mapping the Category and
Problem Type:
1. Configure the Value Mapping for C4C and
FSM integration.
2. Select the C4C
Catalog#Version#CategoryID and FSM
mapping.
3. Delete the pre-delivered value mapping
,and maintain the mapping by following
the exact same format of
Catalog#Version#CategoryID.
4. If there is one to many mapping, system
sets Default Value, you can change it
when necessary.
5. Deploy the value mapping.
CatalogID#Version#S
ervice CategoryID

Activity Planned Start Date/End Date Replication
From FSM to C4C
§ When the activity is released in FSM,

the Planned Start Date/End Date on the
activity are replicated to the Planned
Start/Planned End of C4C service item.
When the activity is unassigned or

canceled from FSM, the service item in
C4C is marked as Cancelled, and the
work progress is set to Not Relevant,
and the previously replicated Planned
Start/End Date is unchanged.
§ When the activity is closed in FSM the

Planned Start Date/End Date are
replicated to the Actual Start/Actual End
of C4C service item.

§ The agent can see from C4C the planned
start/end date of the activity, and update
the customer accordingly
Activity Planned Start Date/End Date Replication II
From FSM to C4C
§ When the activity is closed in FSM the

Planned Start Date/End Date are
replicated to the Actual Start/Actual End
of C4C service item.

§ The agent can see from C4C the planned
start/end date of the activity, and update
the customer

Replicate Ticket Functional Location to FSM Service Call
Bidirectional Replication
§ The functional location set as main product

in C4C ticket, is replicated as equipment in
the corresponding service call.
§ If the functional location is added in FSM
service call that is replicated to C4C, the
functional location is set as main product in
C4C ticket.
§ If a service technician goes onsite supporting a
whole functional location instead of an
individual registered product, this functional
location information on the service call can
give the technician required information.
§ Inactive functional location might be added to

C4C ticket, and replicated to FSM service call, it
is impossible to add inactive functional locations
to service calls directly in FSM .
Replicate Ticket Functional Location to FSM Service Call II
§ For service call with functional location replicated to

C4C ticket, or C4C ticket with main functional location
replicated to FSM service call, changing functional
location (Equipment section) in FSM service call into
another functional location or registered product,
updates the main product in C4C ticket.

Replicate Ticket Functional Location to FSM Service Call III
§ The installation points added to the service

ticket product list, can be linked to the
service item. Functional location specified
for the ticket service Item (Items-> General
Data->Installation Point) is replicated to the
equipment of the corresponding activity of
the service call.

Replicate Service Call/Activity Skills Assignment to C4C Ticket
From FSM to C4C
§ In FSM service call, skills are

determined from business partner and
equipment. Skills can also be manually
added to service call. The skills
manually added to service call are
replicated to C4C ticket skills when
service call is replicated to C4C.
§ The manually added skill is set as
Mandatory in C4C.
§ The manually added skills to C4C ticket
are also replicated back to FSM service
call along with the Mandatory indicator.

Replicate Service Call Skills Assignment to C4C Ticket II
From FSM to C4C
§ The automatically determined skills in

Service call are not replicated to C4C
ticket. They are added to C4C ticket per
C4C determination logic.
§ Skills manually added to FSM business
partner/Equipment, are not replicated to
C4C ticket.
§ When the manually added skills are
deleted from FSM service call, the same
is not deleted from C4C service ticket.

Replicate Activity Skills Assignment to C4C Ticket
From FSM to C4C
§ The skills assigned to FSM activity are

replicated to C4C service item when the
FSM activity is released.
§ Manually added skills to released
activity will be replicated to service item
skills.
§ The skills at ticket header will be copied

to service item skills only during the first
time activity replication.
§ Skills added to an unreleased FSM
activity are not replicated to the
corresponding service item in C4C on
releasing the activity.

Replicate Ticket Service Technician Team to FSM Activity Region
From C4C to FSM

§ The C4C ticket Service Technician team can be replicated
to FSM activity region.
§ The replication is unidirectional from C4C to FSM.
Business Benefits
§ Region in FSM is part of the Planning Scenarios that are
used to pre-filter the Dispatching Board and Planning List,
replicating ticket Service Technician team to activity region
can help further narrow down the responsibility of a single
planner, and assign technician to activity per region
association.
§ The Regions shall be created in FSM first via FSM API.

§ Changes of service technician team in C4C ticket overwrites
the region on FSM activity.
§ Value mapping between service technician team and region
needs to be maintained, if no value mapping, the region will be
empty. If multiple service technician teams are mapped to one
region, the value mapping has to be maintained in CPI.
§ only Main Service Technician team in ticket is considered for
© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC replication. 90
Replicate Ticket Service Technician Team to FSM Activity Region II
From C4C to FSM
Set-up Details
To set up the value mapping of the service technician
teamto FSM region:
• First check the org unit ID of the org unit.
• Then go to your CPI tenant, open the SAP
Service Cloud Integration with SAP Field Service
Management package, navigate to the Value
Mapping for Field Service Management, then
maintain the mapping between Service
Technician Team and FSM Region.
§ Remember to deploy the value mapping.

Replicate Ticket Service and Support Team to FSM Activity Region
From C4C to FSM
§ By default, the ticket service technician team is

replicated to FSM activity region. The system can also
be set to replicate service and support team to activity
region instead.
Set-up Details
To enable the system to replicate Service and Support
Team to activity region, go to Business Configuration->
Scoping-> Integration with External Application->
Integration with SAP Field Service Management, set the
following question in scope:
§ Replicate ticket Service and Support team to activity
region.
§ For the already replicated activity before this

question is in scope, the service and support team is
replicated to region, only if Service and Support team
is added/updated in the ticket, or an initial upload of
the ticket is retriggered .
Display Service Call in Ticket Document Flow
§ When a C4C ticket is replicated successfully to FSM or a FSM

service call is replicated successfully to C4C including
successful outbound confirmation, the FSM service call is
displayed in the C4C ticket document flow.
§ The corresponding FSM Company ID is shown in the block
header. Click the Company ID to navigate to the FSM service
call.
§ The agent can directly see from the document flow whether a
The FSM Company service call has been created successfully, also he can navigate to
ID the service call from here.
§ For service call to ticket replication, if service call is shown in the

ticket document flow, but cannot be navigated back to FSM
service call, then it might be the outbound confirmation fails, user
should check whether there is external ID for FSM service call to
verify the outbound confirmation.
§ The document flow only supports one company per account
replication from FSM.
§ The title of the block for Service Call can only be shown as
Ticket.
Display Service Call in Ticket Document Flow II
Prerequisites
§ Single Sign-on (SSO) with Security Assertion Markup

Language (SAML) must be enabled in both C4C and
FSM.
§ The C4C and FSM tenants are added in the Identity
Provider (IdP) and users are created in IdP. With this, the
user does not need to log on again, while navigating from
C4C to FSM.
§ Scoping questions for C4C FSM replication must be
scoped
§ FSM configuration must be configured
Set-up Details
C4C UI configuration: Go to Administrator-> Service and
Social-> Field Service Management section-> Configure FSM
Integration, to maintain FSM URL Prefix, FSM URL
FSM Account, FSM Client ID, FSM Client Secret

Webinar: Release Demo SAP Field Service Management
Registration URL
See also recorded session from 2/24: SAP Field Service Management- Roadmap Update and Insights with focus on 2005 Release

Release Information SAP Field Service Management
Preview Program Release Dates Release Notes

§ Preview new functionality and § Minor Changes in functionality, § Watch the Wiki Page to get
provide your feedback before it is enhancements, and bug fixes are notified about latest release
generally available regularly deployed (even daily) notes right away
§ More information here and made available to the user § Learn what’s new in the latest
immediately. Such changes are release in the public
listed in our changelog documentation
§ Major Changes and/or changes § Read details about changes in
impacting the usage of an the changelog for each module
existing functionality are added
to the “preview program” before
being released publicly. See past
and planned release dates for
major updates in the Wiki Page.

What’s new in Utilities
What’s New in 2005 for Utilities
§ New View for Contract Account Details in Contract Account Object § Ticketing – Generate Exception Case for Contract Account
§ New Financial Views in Contract Account Object (phase 1) § Service Location Fields in Tickets
– Details § Confirm Collective Contract Account in Live Activity
– Locks and Contracts § Confirm Collective Contract Account in Utilities 360
– Ticket § Guided Move Processes to Display Phone and Fax in Mailing

Address
– Invoice
§ Payment Data Enhancement
– Payments
§ Contract Account and Premise Titles
– Open Items
§ Enhanced Premise Quick View
– Account History
§ Customer Identification with Independent Communication Data in
– Security Deposit Live Activity
§ Customer Hub to include Contract Account / Linked Premise Card

Contract Account Details Consolidated in Contract Account Object
New View for Contract Account

Details
§ New tab to display/consolidate all
CA details. This includes the
general, financial, and more
information

§ User now has visibility to all
contract account details in a
single place
Feature delivery planned for multiple releases starting with 2005

Invoice in Contract Account (Phase 1)
New Invoice View in CA

§ Invoice table now available in the
contract account object
§ Phase 1 will provide view of
invoices and next phase will focus
on actions related to invoices
§ This is not the same reusable table
as it is in Utilities Financials

§ User now has visibility to view
invoice information in the
Tickets in Contract Account (Phase 1)
New View of Tickets in
Contract Account
§ View of Tickets in the contract
account object
§ This table will provide a view of
tickets that are linked to the
contract account
§ Phase 1 provides a view of tickets
and next phase will be the ability to
create and edit tickets from the

§ User now has the ability to view
from contract account object
Locks and Contracts in Contract Account (Phase 1)
New View of Locks, Contracts, and
Premises in Contract Account
§ New view provides the following:
§ Lock: Contract account locks view and edit
§ Contracts: Shows contracts and premise
information
§ Table is grouped by premise
address
§ Premise address includes
supplement fields as well as
hyperlink to open up the premise
object
§ Edit and release billing block and
release
§ Contract Locks: Ability to create and
maintain contract locks
§ All three tables are developed based on the same
reusable table from contract account locks tab and
overview/contracts tab

§ User now has the ability to view from
contract account object. Consolidated
view of all the premises and hyperlinks
available
Payments in Contract Account (Phase 1)
New View of Payments in
Contract Account
§ View of Payments in the contract
account object
§ Phase 1 provides view of payments
and next phase will focus on
actions related to payments

payments from contract
account object
Account History in Contract Account (Phase 1)
New View of Account History

in Contract Account
§ View of account history and in the
§ Developed based on the same
reusable table from Utilities
Collections tab

account history from contract
account object
Open Items in Contract Account (Phase 1)
New View of Open Items in
Contract Account
§ View of Open Items in the contract
account object
§ Phase 1 provides view of open
items and next phase will focus on
actions related to open items

open items from contract
account object
Security Deposit in Contract Account (Phase 1)
New View of Security Deposit

in Contract Account
§ View of security deposit in the
§ Table provides the ability to perform
reverse, partial release, and release
security deposit
§ Developed based on the same
reusable table from Utilities
Collections tab

and access processes for
security deposit from contract
account object
Contract Account / Linked Premise Card in Customer Hub
Utilities in Customer Hub

§ Supports navigation from Customer
Hub to Utilities Objects for simple
customers (ex. simple residential
customers)
§ Premise displayed for the contract
account is based on the contract
end date
§ If there are more than one premise
associated with the contract
account, “more” would be displayed
next to the active premises

§ Quick in and easy access to open
up the contract account and
premise objects from the landing
screen of a confirmed customer
Service Location Fields in Tickets
Service Location Fields in

Tickets
§ Based on the premise selected for
the ticket, now there is a detailed
service location section

§ User now has visibility to the
field level information for the
selected premise
Guided Move Processes to Include Additional Fields in Mailing Address
Guided Processes to Include

Additional Fields
§ Phone number and fax fields have
been added to the mailing address
section in step 3 for guided move
in, move out, and transfer
processes

§ Ability to add all the necessary
information in the mailing
address section
Tickets - Generate Exception Case for Contract Account
(BPEM) Exceptions for Contract

Account in Tickets
§ Ability to select case category
creation for the selected contract
account in ticket

§ Exception case can be created
simply by selecting a case
category
2
Confirm Collective Contract Account in Live Activity and Utilities360
Confirm Collective Contract

Account
§ Ability to confirm collective contract
account in Live Activity
§ Ability to confirm collective contract
account in Utilities 360 - Hierarchy

§ Quick and easy to be able to
Confirm the desired collective
contract account right from live
activity
§ Simplified views in Utilities
Financials and Utilities
Collections based on the
confirmed collective contract
account
Contract Account and Premise Objects Titles
Alternative Title Available for Contract
Account and Premise Objects
§ Based on scoping question, an alternative
title can be turned on for contract account
and premise objects
§ New option for contract account title – display
external ID and name
§ New option for premise title – display house
number, street name, and house supplement

§ Easy identification of the objects opened
§ Meaningful titles for quick identification
Premise Quick View Enhancement
Quick view of premise
type, number of services,
and current customer Premise Quick View
Enhancement
§ Display of premise type
§ Display of number of services
(installations) for the premise
§ Display of the most current
customer

§ The user has the ability to view
relevant information regarding
the premise without having to
open up the premise object
Resources
Resources, Contact, Training and Engagement
SAP Help Portal SAP Community Enable.cx / YouTube
SAP CX Wiki / sap.com/ServiceCloud /

SAP Support Portal sap.com/SalesCloud
SAP APP CENTER
Customer Influence Incident Management

SAP Training and Certification SAP Sales Cloud, SAP Service Cloud, SAP FSM (Embedded in Your Tenant)
Thank you.
Contact information:
Renee M. Wilhelm
SAP CX Service
Follow us
www.sap.com/contactsap
© 2020 SAP SE or an SAP affiliate company. All rights reserved.

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The information contained herein may be changed without prior notice. Some software products marketed by SAP SE and its
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These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or
warranty of any kind, and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materials.
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SAP Sales/Service Cloud (aka Cloud for Customer)

Release Briefing – Service Cloud

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 2

• Platform and Integration

3. Innovations – Service Cloud

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 4

February May August November

Line of Business Solution

Industry Cloud Solution

Key User Enhancements

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 6

01 May 2020 – Planned Solution Release to Market

2+3 May 2020 – Planned Upgrade of Test Tenants ~2 weeks to upgrade

16+17 May 2020 – Planned Upgrade of Production Tenants Upgrade Day 0

Release Milestones Release Webinar/Update

IE Brower will not be supported as of 2011 release production upgrade.

Reasons for announcing end of support of IE browser are following:

• MS had reduced investment for IE and restricted the investment to maintenance.

MS Edge based on chromium will be supported from 2005 release onwards

Supported Browsers: https://help.sap.com/viewer/5d3ae4aa1f174b2cb6ec625c93ef8884/2002/en-

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 10

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 11

§ Service Channels & Templates

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 13

Key Innovations Additional Enhancements

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 15

Key Business Benefits

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 16

Embedded Images in Unassociated E-mails

Key Business Benefits

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 17

Key Business Benefits

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 18

Search in List View of E-mail Interactions

Not available in timeline view.

Key Business Benefits

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 19

Key Business Benefits

Business Description of Feature

Key Business Benefits

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 21

Key Business Benefits

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 22

Key Business Benefits

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 23

Reply action on Timeline and Interactions

Key Business Benefits

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 24

Split, Copy and Move actions on Timeline

Key Business Benefits

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 25

User date-time settings in Timeline

Key Business Benefits

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 26

Expand latest interaction by default in Timeline

Key Business Benefits

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 27

Key Business Benefits

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 28

Editing of Internal Memo

Key Business Benefits

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 29

Key Business Benefits