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The Allowlist and Blocklist are used to control which accounts, contacts, or leads can be related to each other in the Relationship Management feature. You can define rules to specify which objects are allowed or blocked from being related. The settings that should be considered are:

Once an entry is made on the block list, the allow list is void. This means that if you add an object to the block list, it will not be allowed to be related to any other object, regardless of the allow list. For example, if you block a competitor account, you cannot relate it to any of your customers or prospects, even if they are on the allow list.

Once an entry is made on the allow list, the block list is void. This means that if you add an object to the allow list, it will be allowed to be related to any other object, regardless ofthe block list. For example, if you allow a partner account, you can relate it to any of your customers or prospects, even if they are on the block list.

References = You can find more information about these settings in the following resources:

Solution Guide for SAP Service Cloud Version 2, pages 48-49

SAP Service Cloud Version 2 - openSAP Microlearning, video “Configuring Relationship Management”

 The feature of SAP Sales Cloud V2 that provides sales representatives with predictive insights is Machine Learning. Machine learning is a subset of artificial intelligence that enables systems to learn from data and improve their performance without explicit programming. SAP Sales Cloud V2 leverages machine learning to provide intelligent sales predictions, such as propensity to close, lead scoring, sentiment analysis, and next best actions. These predictions help sales representatives to prioritize their activities, focus on the most promising opportunities, and engage with customers more effectively. References = SAP Sales Cloud | Sales Automation and Customer Experience Software, Introducing SAP Sales Cloud Version 2 - openSAP Microlearning

 To create a robust mobile scenario for your business users, you need to perform the following administration tasks during mobile application setup:

Ul screen adaptation: You can adapt the user interface of the mobile app to suit your business needs and preferences. You can change the layout, visibility, and behavior of fields, sections, and actions on the app screens. You can also create custom fields and logic using the key user tools1.

Mobile User creation: You need to create and assign mobile users to enable them to access the mobile app. You can create mobile users manually or automatically, and assign them to the relevant business roles and catalogs. You can also manage the mobile user lifecycle, such as activating, deactivating, locking, and unlocking users2.

References =

1: Adapt the User Interface of the Mobile App

2: Create and Assign Mobile Users

 Playbooks are a set of tasks and activities that guide sales representatives through the sales process. You can assign Playbooks to Leads based on an existing list of Account IDs, which means that any newly created Lead that belongs to one of those Accounts will automatically inherit the Playbook assigned to that Account. This way, you can ensure that your Leads follow the best practices and receive consistent suggestions from the Playbook. References = Solution Guide for SAP Service Cloud Version 2, page 40-41; SAP Service Cloud Version 2 - openSAP Microlearning, video “Playbooks”.

Administrators can define default attributes for appointments in SAP Sales Cloud Version 2 by using the Appointment Settings app. This app allows administrators to specify the default values for the following attributes when end users create appointments:

Duration: The default duration of the appointment in minutes.

Priority: The default priority of the appointment, such as low, medium, or high.

Category: The default category of the appointment, such as meeting, phone call, or visit. These default attributes can be overridden by the end users when they create or edit appointments, but they help to standardize and streamline the appointment creation process. References = Appointment Settings, page 17; SAP Service Cloud Version 2 Feature Scope, page 25.

To enable users working in SAP Sales Cloud Version 2 to access S/4HANA Sales Management, you need to create a mashup. A mashup is a web-based application that combines data or functionality from different sources, such as SAP S/4HANA, into a single user interface. You can use mashups to display information from SAP S/4HANA in SAP Sales Cloud Version 2, or to navigate from SAP Sales Cloud Version 2 to SAP S/4HANA. For example, you can create a mashup that shows the sales order details from SAPS/4HANA in a pop-up window when you click on a sales order number in SAP Sales Cloud Version 2. You can also create a mashup that opens the SAP S/4HANA Sales Management app in a new browser tab when you click on a button in SAP Sales Cloud Version 2. References = Mashups, Create Mashups, SAP Sales Cloud Version 2 Integration Guides for SAP S/4HANA

As an Administrator, you can configure the card colors in the calendar for Appointments based on the Priority and Category parameters. The Priority parameter indicates the level of urgency or importance of the Appointment, such as low, medium, or high. The Category parameter indicates the type or purpose of the Appointment, such as meeting, call, or demo. You can assign different colors to different values of these parameters, so that the Appointment cards in the calendar have a visual distinction. For example, you can assign red to high priority Appointments, and blue to meeting category Appointments.

References = Calendar Card Colors Based on Appointment Priority, SAP Sales Cloud: Calendar View in Visit Planner

A Playbook for Opportunities is a set of activities that guide sales representatives to progress their opportunities through the sales cycle. A Playbook can be configured by a Sales Manager using the fine-tuning activity Configure Playbooks for Opportunities. In this activity, a Sales Manager can create different Playbooks for different scenarios, such as industry, product, or revenue. Each Playbook can have one or more activity types, which are the tasks that sales representatives need to complete for each opportunity. The activity types that can be created for a Playbook are:

Appointment: This activity type allows sales representatives to schedule a meeting with the customer, such as a demo, presentation, or negotiation. The appointment can be created in the calendar of the sales representative and the customer, and can be synced with Microsoft Outlook or Google Calendar.

Email: This activity type allows sales representatives to send an email to the customer, such as a follow-up, proposal, or quotation. The email can be composed using predefined templates or custom text, and can be tracked for open and click rates.

Update Field: This activity type allows sales representatives to update a field in the opportunity, such as the sales phase, probability, or expected close date. The update field activity can help sales representatives to keep their opportunities up to date and accurate.

Survey: This activity type is not available for Playbooks for Opportunities. Surveys are used to collect feedback from customers or prospects, and can be created using the fine-tuning activity Configure Surveys. Surveys can be sent to customers or prospects via email, SMS, or web link, and can be analyzed using the Survey Dashboard app.

Call List: This activity type is not available for Playbooks for Opportunities. Call Lists are used to manage outbound calls to customers or prospects, and can be created using the fine-tuning activity Configure Call Lists. Call Lists can help sales representatives to prioritize and track their calls, and can be integrated with SAP Contact Center or third-party telephony systems.

References = Using Guided Selling to Work with Opportunities, Enhance Sales Effectiveness with Guided Selling in SAP Sales Cloud Version 2 - Webcast

 Workspaces are collaborative spaces where you can share and discuss objects from SAP Service Cloud Version 2 with your team members using Microsoft Teams. You can share the following objects with Workspaces: Sales Quotes, Leads, Opportunities, Accounts, Contacts, Activities, and Tickets. Appointments and Tasks are not shareable objects with Workspaces. References = Workspaces, Collaborate with Microsoft Teams

Sales Representatives can access different email channels depending on the salesdocument they are working on. For example, when they are working on a Lead, they can access the Lead email channel, which is configured to send emails from a specific email address and template. However, they can also access the General email channel, which is a default channel that can be used for any sales document. The General email channel is configured to send emails from the user’s own email address and template. Sales Representatives cannot access the Opportunity email channel when working on a Lead, as this channel is only available for Opportunities. References = Configuring Email - SAP Learning, SAP Service Cloud Version 2 Communication Channels: Mail, Phone and Knowledge Base Integration - SAP Learning