Here is a guide to the SAP Standard Delivered User Stories in Sales and Service Cloud Version 2. User Stories help in visualising and transforming raw data into actionable insights, and we provide you the possibility of using these stories as template and ensure you harness their full potential.
The Opportunity Pipeline dashboard provides a comprehensive snapshot of your sales landscape. Briefly, you get a synthesized view of the pipeline, segmented by various accounts and geographical regions. Coupled with real-time monitoring features, this dashboard categorizes opportunities based on their status, progress, and projected closure dates. It also highlights the top-performing sales representatives, enabling a closer look at customer behaviour and identifying high-potential areas or clients. With automatic updates scheduled for the next release, this tool ensures you’re always one step ahead, channelling your sales efforts where they matter most.
Opportunity Pipeline Overview
The Sales Performance Dashboard provides a detailed perspective of both individual and collective sales achievements, segmented by industry and account. This tool not only tracks key sales metrics like total deals won/lost, win/loss ratios, and average deal sizes but also celebrates top-performing representatives by spotlighting their accomplishments. By analysing deal values, closure rates, and overall success metrics, it empowers you to refine your sales strategies, pinpointing any bottlenecks and uncovering areas ripe for enhancement. And with automatic updates in the pipeline for the next release, this dashboard ensures that your insights remain fresh and actionable.
Sales Performance Overview
The Case Insights dashboard is for businesses navigating the complexities of case management. It offers a holistic view of ongoing cases, categorizing them by source, priority, account, and type. Beyond just giving an overview, it sharply identifies unassigned and escalated cases, ensuring they don’t fall by the wayside. But it doesn’t stop there. The dashboard also aids in recognizing growth channels and potential staffing needs. In essence, Case Insights is an invaluable tool, translating intricate data into meaningful, actionable insights for efficient management.
Case Insights
The Agent Performance dashboard is a dedicated tool for closely monitoring agent and team efficiency. It zeroes in on agent workloads, comparing the number of cases they manage with their varying stages and priorities. By understanding this, the dashboard helps ensure tasks are evenly distributed among agents, highlighting both the top-performers and those who might need more support. These insights are invaluable for targeted training and boosting overall team performance, ultimately leading to a higher case completion success rate.
Agents Performance Metrics
The case escalation metrics dashboard is a crucial asset for Service Managers seeking precision in their oversight. It delves meticulously into specific cases or accounts, illuminating pressing customer concerns. By presenting the current open case workload, this dashboard empowers you to prioritize and probe problematic cases based on their type and source. Moreover, it underscores the significance of escalated accounts, sharpening focus on the channels through which such cases emerge. Beyond mere awareness, escalating cases or accounts streamlines communication about pressing issues and ensures a clear path to monitor progress towards their resolution.
Case Escalation Metrics
The SLA dashboard offers a deep dive into the efficiency and punctuality of case resolutions against the benchmarks set by Service Level Agreements (SLAs). Central to its design is the timeline feature, which illuminates the sequence of case updates and the key triggers influencing SLA compliance throughout a case’s lifecycle. By highlighting critical attributes like ‘Initial Review Due On’, ‘Initial Response Due On’, ‘Initial Resolution Due On’, and ‘Completion Due On’, the dashboard underscores the importance of timely resolutions. This becomes paramount, as the time taken to address issues directly impacts the overall customer experience, making the SLA dashboard an essential tool for maintaining high service standards.
SLA Compliance Metrics
Our dashboards and analytics tools are designed to help customers achieve their business objectives by offering in-depth insights and data-driven guidance. Here’s how you can harness these visualisations to transform your operational strategies and achieve improved results:
SAP Sales and Service Cloud offer embedded analytics capabilities that empower users to access, create, and manage stories within SAP Analytics Cloud (SAC). This integration grants all users access to an embedded SAC instance, facilitating data analysis from various sources.
SAP Analytics Cloud, Embedded Edition, offers the following features within the system:
Here are some limitations to be aware of regarding analytics in the system:
Follow these steps to begin creating SAC stories and data models:
Our visualisations are more than just tools; they’re gateways to actionable insights. By understanding and leveraging them, you’re not just viewing data; you’re crafting a roadmap to success. As you navigate these dashboards, remember: every data point is an opportunity, every insight a step forward. Dive in, explore, and let data-driven decisions shape your success story.