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1. Create Great One-to-One Experiences
at Social Scale
SAP Solution Overview: SAP Cloud for Social Engagement

2. ConneCt with us:
SAP.com/CloudForSocial
SAP Solution overview
SAP Cloud for Social Engagement 1
Social media has become popular
because it allows individuals to have
quick interactions with other individuals,
exchanging information and opinions,
and often inviting group discussion.
As an outgrowth of this mode of communicating, people are using social media to inform their buying decisions on the products
and services they consume in both their personal and business lives. Smart marketing organizations are responding by stepping
up their efforts to engage with individuals in a personal way in order to positively influence these buying decisions. This approach,
however, is not without its challenges:
• How do you scale your organization efficiently to respond
to the volume of social media traffic without dramatically
increasing headcount?
• How do you ensure that messages are handled by the right
expert while ensuring that responses are quick
and consistent?
• How do you track conversations across public and private
channels and across team members to ensure that they
don’t fall through the cracks?
• How do you measure your performance over time and
demonstrate the impact that your social media efforts are
having on customer sentiment?
SAP solves the problem with
intelligence and automation at
social scale.
SAP Cloud for Social Engagement tackles these
problems head-on with an integrated approach to the
social experience. It combines intelligent routing of
Tweets and Facebook posts with response templates
and rich social profile information to give your fans
(and detractors) the best possible experience.
Best of all, you can measure your performance
with powerful integrated analytics that show you
everything from team efficiency to sentiment trends.

3. ConneCt with us:
SAP.com/CloudForSocial
SAP Solution overview
SAP Cloud for Social Engagement 2
Key Features
Intuitive Customer Engagement Across Social and Traditional Channels
• Select the right channel for responses, whether public or private social media, e-mail, web, chat, or phone.
• Manage both marketing and customer service inquiries seamlessly
• Routing and escalation rules ensure that posts are always handled by the right person
• Complete poster profiles that include social details (like followers and Klout score) and customer details
(from CRM or ERP) provide context for appropriate response
• Pre-defined response templates shorten response time and ensure consistency
In-Context Team Collaboration
• Use integrated Feed for instant, efficient collaboration across your entire enterprise
• Crowdsource and share best practices and relevant information in context of customers and posts
• Connect with the extended team including sales staff who are on the road with support for mobile devices
• Share relevant knowledge to support resolution efforts
Intelligent Knowledgebase Integration
• Leverage existing knowledge base content to respond intelligently and consistently
• Increase productivity with automatic recommendations
• Take advantage of the collective team know-how by surfacing similar interactions
• Easily share content with your audience in real-time
Full-Featured Mobile Experience
• Manage cross-channel interactions on iPad - anytime, anywhere
• Increase productivity through access to real-time business information
• Collaborate with social media, marketing, and service teams on important topics
• Track performance through real-time analytics
Robust Analytics
• Track real-time performance with pre-built dashboards
• Use pre-built reports to track response times, handle times, priority and trends
• Dig deeper into data using Microsoft Excel add-in
• Gain greater insight with integrated access to analyses with SAP Business Warehouse
Native SAP ERP Integration
• Access complete customer history including recent orders and payment
• Synchronize master data for consistency across customer, contact, product information

4. About SAP
As market leader in enterprise application software, SAP (NYSE: SAP) helps companies of all sizes and industries run
better. From back office to boardroom, warehouse to storefront, desktop to mobile device – SAP empowers people
and organizations to work together more efficiently and use business insight more effectively to stay ahead of the
competition. SAP applications and services enable more than 238,000 customers (includes customers from the
acquisition of SuccessFactors) to operate profitably, adapt continuously, and grow sustainably. For more information,
visit www.sap.com.
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