This document discusses SAP Hybris Cloud for Customer, a customer support operations tool. It highlights key questions for customer support, innovations in analytics like interactive dashboards and new visualizations, and a demo of a day in the life of a service manager and agent. The tool helps facilitate operation efficiency with predictive analytics and visualizations to help stay on top of ticket trends, SLAs, and customer satisfaction.

1. PUBLIC
Kiran Karadi, SAP
October2017
Facilitate Operation Efficiency
with SAP Hybris Cloud for Customer

2. 2PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
§ What is the ticket inflow – trends and
predictions?
§ How are we handling ticket load – trends and
predictions?
§ How are we doing on SLA compliance – trends
and predictions?
§ Are customers happy with service – customer
satisfaction trends and predictions?
Key questions for customer support operations

3. 3PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
New visualizations
§ Combination charts
§ Visual aggregation
§ Dashboard – tiles and global
filters
§ Cards with objects
§ Recently used
Home page tiles
§ KPI
§ Alerts and warning points
Interactive dashboards
§ In-place interactivity and
drilldown
§ Launch transactions from
dashboard
Key innovations in analytics

4. 4PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Highlights of the demo
§ Service dashboard
§ KPI drilldown
§ New visualizations
§ Predictions
Demo: Day in life of service manager and agent

5. 5PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Let the system help you to be on top of things
Leverage new innovations: dashboards, KPI, visualization predictions
Takeaways

6. Thank you.
Contact information:
Kiran Karadi
Senior Director, Product Management
SAP Hybris Cloud for Customer
Kiran.karadi@sap.com