We have recently launched our new tutorial series on SAP Work Zone. This series will feature beginner friendly tutorials that will be published on our YouTube channel and will help you learn how to use SAP Work Zone. We will be releasing tutorials throughout the summer season, so stay tuned!
SAP Work Zone is one of the digital experience services on SAP BTP (along with SAP Launchpad service) that builds digital workplaces to connect people with business processes, information & business data. Let’s start by having a look at the main capabilities at the heart of this tool. These can be divided into three categories of services and components, with SAP BTP acting as the underlying platform layer that brings those different elements together in a unified way.
- An application-centric launchpad experience with an extended feature-set that allows integration of SAP and third-party business applications from both cloud and on-premises deployments.
- A modern “What You See Is What You Get” (WYSIWYG) page editor with a grid-based layout and a selection of pre-built widgets and custom cards for creating modern workspaces, or “home” pages, for different personas and use cases.
- A set of tightly interwoven features for enabling use cases around user-generated (web) content, communications, and engagement, including:
- User-managed workspaces
- Discussion forums
- Knowledge bases or news feeds
Additional and Optional Integrations for SAP Work Zone
In addition to the core components of SAP Work Zone, we also provide default components and optional integrations.
Default Components: Several components based on SAP BTP are integrated out of the box and provide platform-level capabilities, such as central identity and access management across SAP solutions, or functionality to create customized themes to adjust the look and feel of your solution.
Optional Integrations: In contrast to the default components, based on your use cases and requirements, you can optionally add several integration scenarios that don’t come pre-integrated; these include SAP as well as third-party products. An example for such an optional integration scenario would be building your own chatbot leveraging SAP Conversational AI. From a commercial perspective, such services are not included when you buy SAP Work Zone, nor are they required for deploying it.
Lesson 1: Overview SAP Work Zone
In the first lesson of this tutorial series, you will see what SAP Work Zone looks like, to give you the right context to continue with your learning.
▶ Watch this YouTube video for the detailed demo.
▶ Subscribe to our YouTube channel to continue learning throughout this summer.
The role used in this demo is of Stephanie, Head of customer service strategy at ´´AirX´´, a company that manufactures and maintains heating and cooling systems. In the next part of this blog I will walk you through the demo step-by-step.
Step 1 – Approving incoming requests in ´My Inbox´
Stephanie starts her day by viewing the incoming requests in ´My inbox´. There are two requests that she can see in her inbox, and she goes through them one by one.
The first one is to approve replacement heating systems, which she approves by just one click. The second one is to approve spare parts of heating tubes, but as the amount is too high, she rejects the request and asks for a clarification.
Now her inbox is clear and everything was successfully handled, she goes back to her SAP Work Zone homepage.
Step 2- Investigative process visibility dashboard
Stephanie´s customer request processing status can be viewed on her homepage. She can see that 99% of the processes are completed within 24 hours, so she is satisfied with this performance.
Step 3- Understanding customer satisfaction trend
Stephanie wants to add the ´customer satisfaction trend´ card to her personal dashboard. To do this she goes to the page editor and clicks the Add Widget button. Here she can search for her desired card and select it. She will then go at the top of the page and publish the changes she made.
The customer satisfaction trend chart can now be viewed on her SAP Work Zone homepage. She can see how the trend has improved in the last weeks and the customers are more satisfied. She successfully overcame the problem using SAP Work Zone.
New SAP Learning Journey with a dedicated lesson on SAP Work Zone: