25 May 2020
It may be the first SuccessFactors release of 2020, but we are already up to the second release for Employee Central Service Centre, as Cloud for Customer (C4C) remains on a quarterly release cycle. In this release, it is like someone opened the flood gates on “useful for Employee Central Service Centre users” ideas and we had a barrage of updates and improvements that would take me an article easily twice as big to cover. I usually drop the features that are least likely to be useful. In this release, I have had to use a higher bar in making the selection of what to write about. Inevitably, this has resulted in a much higher number of features than usual being relegated to obscurity. And you know what? That is great!
In this release, there is a considerable amount of value to be taken up. As a result, in this article, I’ll be running through what I see as the key changes. Once you have everything from the article in hand and under consideration, if you do have time, go and dig a little deeper into SAP’s release notes for C4C (due for release mid-May on the SAP Customer Experience Wiki). There are a whole host of user interface changes that are going to make the lives of your service agents and administrators that much easier.
With that in mind, I will kick off with a look at Cloud for Customer and some updates to the ubiquitous communication channel of e-mail.