SAP Sales and Service Cloud Release 2502: What’s New?
The month of February brings exciting updates to the SAP Sales and Service Cloud with the release of version 2502. In this blog post, we highlight planned timeline, the key features and improvements introduced in this latest update.
On the weekend of February 1st, SAP upgraded all test tenants to the 2502 release, with the production environment set to receive the update two weeks later, on the weekend of February 15th. Let’s explore what’s new!
Platform & Integration
Workflows
One of the major enhancements in workflows is the ability to communicate with end customers in their preferred language. This improves the customer experience by ensuring that email templates prioritize the contact’s language over the account’s language when sending workflow emails to the main contact.
Prerequisites:
- The contact must be linked to an account.
- Under Workflow Settings, “Use main address of the recipient to send out email and SMS” must be enabled.
To activate this feature, customers can request it via a support ticket to LOD-CRM-WKF.
Migration V1 to V2
SAP continues its transition from V1 to V2, enhancing the Data Transfer tool to support the migration of Leads from V1 to V2 with some restrictions.
Sales Enhancements
Groupware Integration
The Groupware configuration now includes the ability to display the ServerSync version, allowing users to compare their installed app version with the server-side version and the Microsoft Outlook Add-In.
Intelligent Sales Add-On
New Features in Intelligent Sales Execution:
Target Plans: Sales managers can create and publish target plans, allocate values evenly, validate plan values, revise targets, sync with sales units, and track progress using the Forecast Tracker.
New in Relationship Intelligence:
Relationship Intelligence Logs: Enhanced logging features provide deeper insights into customer interactions.
Dynamic Visit Planning Add-On
Tablet Support for Cockpit:
Users can now access the cockpit from tablets and browsers, making it easier to manage sales activities across devices.
Enhanced Calendar Functionality:
- The calendar now includes appointments with locations in addition to existing visit lists and planned visit items
- Calendar & Map Views: Users can switch between calendar and route (map) views with day/week view options
- Drag & Drop Planning: Visit list items can now be moved within the calendar, and accounts can be added from maps or lists
Service Enhancements
Migration V1 to V2
SAP is transitioning Tickets from SAP Cloud for Customer V1 to Cases in SAP Service Cloud Version 2.
Recent supported attributes:
- Email interactions (prerequisite)
- Threaded emails linked to Cases
- Attachments & Tasks under related entities
Ticket Management Updates
- Automatic Visit Creation: When an appointment is created, a visit is now automatically generated.
- Bcc Channel Details: Incoming email Bcc details are now stored, allowing customers to retrieve this information using custom logic.
- Maintenance Plan Enhancements: Service Ticket Info now supports a complete copy of the maintenance plan template information.
Agent Desktop Add-On
Administrators can now control which Business Partner entities appear in the Agent Desktop Search when an incoming call or message is received.
SAP’s Shift in Release Communication
Starting with release 2502, SAP is moving away from quarterly release webcasts and will now communicate updates via blog posts. For all future quarterly release details, check out the Qnovate Blog.
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