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MindTouch Success Center

Use Cases to Integrate Knowledge with SAP Service Cloud

Integrate Knowledge Central by MindTouch with your SAP Service Cloud to provide unified service experiences to your customers and agents throughout their journey.

When an SAP customer chooses to invest in a SAP Knowledge Central by MindTouch knowledge management strategy for their SAP Service Cloud deployment, they create an experience that allows both internal users and customers to quickly get answers to questions for the products or services they are using. It is essential to identify the cornerstone content that provides the best answer based on your customer's support needs.

With MindTouch integrations, extend the answer to a question or a problem into the individual application interfaces that are used at a specific point of a journey to create effortless support experiences.

Use Cases for SAP Service Cloud Deployments

To help the business become successful in meeting goals and objectives, consider use cases for how knowledge workers solve problems, learn to accomplish a function, or understand a system or process.

Identify use cases to allow the MindTouch Professional Services Team to define the user stories that need to be implemented. With use cases and user stories defined, we can audit existing support-related content to determine the cornerstone content that will lead to successful outcomes for both customers and agents.

Support Agent Enablement

Organizations that leverage SAP Service Cloud to support their customers via agent interactions (case submission, call, chat) can configure SAP Knowledge Central by MindTouch for:

  • Agent Assistance - Provide agents with the required knowledge content to support customers
    • In conjunction with a supported Identity and Access Management (IAM) platform, apply permissions to knowledge content based on group settings
      • tier of cases or type of interaction
      • skill set
      • product or service 
      • region that supports a set of languages
  • Customer Self-Service History - Provide agents with the historical context of how the customer tried to find answers prior to submitting a case
    • See search terms and patterns to know what the customer is trying to accomplish
    • Review the click path that customers used to try and self-serve prior
    • See attachments the customer used during the self-service sessions
  • Suggest an Article - If a subject field is included in the case submission form, automatically pass field data to SAP Knowledge Central by MindTouch as a search query for content that addresses the submitted case
  • Customer Personalization - If a case submission form is implemented, use additional fields and data to identify customer-centric information and customize answers to cases
  • Agent Search - Provide support agents with an interface to facilitate searches to content that address questions efficiently

Field Service Agents

Organizations that leverage SAP Service Cloud to support their customers via field service agent interactions can configure SAP Knowledge Central by MindTouch for:

  • Field Service Agent Assistance - In conjunction with a supported Identity and Access Management (IAM) platform, apply permissions to knowledge content based on group settings
    • tier of cases or type of interaction
    • specific customer
    • skill set
    • product or service 
    • region that supports a set of languages
  • Suggest an Article - If a subject field is included in the case submission form, automatically pass field data to SAP Knowledge Central by MindTouch as a search query for content that addresses the submitted case
  • Customer Personalization - If a case submission form is implemented, use additional fields and data to identify customer-centric information and customize answers to cases
  • Agent Search - Provide field agents with an interface to facilitate searches to content that address questions efficiently.

Customers

Organizations that leverage SAP Service Cloud to support their customers can configure SAP Knowledge Central by MindTouch for self-service experiences for both anonymous and logged in users.

  • Anonymous Self-Service - Provide site visitors with low effort search or navigation experiences to help them find answers to their questions
  • Personalized Customer Self-Service - In conjunction with a supported Identity and Access Management (IAM) platform, apply permissions to knowledge content triggered by group, role, or user settings
    • product or service they own
    • region that supports a set of languages
    • content specific to their customer profile

Partners

Organizations that leverage SAP Service Cloud to support their partners can configure SAP Knowledge Central by MindTouch for:

  • Anonymous Self-Service - Provide site visitors with low effort search or navigation experiences to help them find answers to their questions
  • Personalized Partner Self-Service - In conjunction with a supported Identity and Access Management (IAM) platform, apply permissions to knowledge content triggered by group, role, or user settings
    • product or service they represent
    • region that supports a set of languages
    • content specific to their role as a partner

Internal user

Organizations that leverage SAP Service Cloud to support their internal teams via self-service interactions can configure SAP Knowledge Central by MindTouch for:

  • Internal User Self-Service - In conjunction with a supported Identity and Access Management (IAM) platform, apply permissions to knowledge content triggered by group, role, or user settings
    • department
    • topic area the organization provides (Human Resource/IT)
    • region that supports a set of languages
    • content specific to their role as an employee

When you expand your audience reach with Knowledge Central, your company can provide self-service experiences to users with the content they need when they have a question or problem, without needing to contact your support team. Implement a robust personalization strategy with selectively displayed content to each of these audiences.

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