SAP Cloud for Customer: managing different versions in the Customer Service Categories Catalogue

13 September 2015

Davide De Luca

Davide De Luca

Former Consultant

SAP recently released SAP Cloud for Customer (C4C), a Cloud solution for customer engagement and relationship management. Whilst this is a Software-as-a-Service (SaaS), the need for client-specific functionalities will likely emerge. On-premise SAP products currently provide the opportunity to change the standard solution components in order to realise bespoke solutions and services, and enable client-specific configuration and enhancements.

Within the area of the Customer Engagement Business Processes, the customer service scenario is one of the most common implemented by SAP products, such as On-premise SAP CRM and SAP C4C.

For example:  

A customer contacts a company asking support and assistance on a purchased product. The company logs the call activity in the system, collects the required information in a new service ticket, and forwards it to the main department of the specific product.

In this business process workflow, the customer’s request will provide the Customer Service department information on the Service Level Agreement for the request, the product, the communication channel and the Service Categorization: in particular, Service Categories are the information used by the system users to:

  • Capture a consistent and reliable position of the Customer’s Service Request among all the Company departments,
  • Allow the Customer’s Request for reporting and benchmarking;
  • Determine Service Level Assignments.

SAP C4C enables the company’s Business Analysts to create a comma separated value (CSV) file to upload the entire Service Category Catalogue, rather than creating each entry manually in the system. This method can be very convenient for a multi-language scenario, because the system also supports uploading multiple languages in the same file.

In particular, in a system landscape made of at least two environments (a Test/QAS and a Productive one) it could be quite useful to test the quality and the reliability of the CSV file each time it will be maintained, by having maybe frequent uploads in the Test environment, in a way that it will be ready to be uploaded in Production in the Business Cut-Over days (or nights).

Nevertheless, uploading a Catalogue into SAP C4C can be a tricky task sometimes, because it is a time-dependant information (as it was on the On-premise SAP CRM Solution), and issues of time inconsistencies or about overlapping of the new released Catalogue validity with the older one can be pretty common.

Fix them in seven steps

Before uploading the new Catalogue, make sure that the existent one expires in a valid effective date.

Step 1

Log on to the system as an Administrator, navigate to the WorkCentre ADMINISTRATOR ==> SERVICE AND SOCIAL, and select the functionality Service Categories

Step 2

Create a new version of the current Catalogue

Step 3

Set the effective timeline of the current one



I completed this activity at 10:36. As you can see, I set the validity of the new version in a way that it starts few minutes earlier and ends few minutes later than the current time.

Step 4

Immediately release this version. It will be then active and valid until 10:40

Step 5

Upload the new Catalogue via the CSV file

Step 6

Open it and maintain the dates

Step 7

Save and release it. Since the old Catalogue has no overlaps with this one, the release will be successful.

 

 

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