SAP Sales/Service Cloud (aka Cloud for Customer) Release Briefing – Version 2111 (November 2021)

What‘s new in Release 2111?

SAP Sales and Service Core – Platform and Integration

What’s new in Fiori Client

Additional Enhancements

Newly is available support for Saphira theme on smartphone and for browser as well

What’s new in Performance

Enable end users to capture performance trace

Provide tracing capabilities to end user to capture system status when performance issues occur.
Tracing will run for 5 minutes and a trace ID will be generated. Trace-id can be shared in the SAP incident which will help with the analysis from SAP side.

What’s new in SAP Cloud for Customer Extended App

Extended App: Sales Assistant

Use voice, text or touch to streamline sales processes while on the go with the conversational sales assistant.

Quickly focus and execute on critical leads/opportunities (e.g. “Show me opportunities closing this quarter”, “Show me hot leads”).

What’s new for SAP Sales and Service Core – Sales

Perfect Store: BC Scoping option for auto-scoring

New Business Configuration option enabling auto-scoring on Visit checkout of the store

What’s new Machine Learning – Sales

Actionable Insights Using Business Text Intelligence

Get actionable insights from text analysis and Visit / Appointment recommendations based on notes text e.g. Let’s meet on 10th Oct at 1:00 PM would recommend an appointment for 10th Oct

What’s new in dynamic visit planning add-on

Dynamic Visit Planning: Plan My Day

You can now automate a visit proposal for your day in one click. Easily plan around your most critical account and other key accounts nearby.

What’s new in intelligent sales add-on

Customer Insights: Consolidated View for each Account

See consolidated account insights at a glance together with highlights section features top customer insights & opportunity to take immediate action

E2E Flows with S/4

E2E Customer Service to Field Service

Updated Reference Scenario

Service Cloud Agent Desktop – S/4HANA integration

No replication of Core Service Processes between Front and Back office

Back office – Core Service processes are implemented in one place – Back office – S/4

Front office – Agent desktop – Core service processes are orchestrated in front office (agent desktop) through mashups.

More enhancements in release 2111 are:

• Quickly assign existing activities to the Opportunity instead using Related Items link in the activity itself.
• While creating an appointment or a Visit, if the activity is marked as “Draft”, then the groupware server side integration does not consider this for synchronization to email box
• Create and Activate Playbooks. A Playbook is suggested set of activities and/or actions, a rep can take at a particular point/phase of the sales cycle
• Files attached to e-mail messages have increased capacity from 20 to 35 megabytes in size

Thanks to innovations in the 2111 release, SAP provides improved solutions based on customer feedback, which will support your Employee Experience and Customer Experience.

If you are interested in the SAP Sales and Service Cloud news and would like to know more about it, contact us or subscribe. Anodius provides world-class certified services and consulting in all areas of SAP CX.

Stanislav Mančal, CRM Consultant