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Project Delivery Framework for SAP Service Cloud

Deliver consistent experience using SAP Service Cloud with this established framework

From retail inquiries to machinery repair contracts, the SAP Service Cloud solution gives you the opportunity to communicate directly with customers.

 Customers expect a 24-hour service through all the channels they use. To meet this expectation, you need a mix of automated responses, human agents, and community-based help – across all channels. SAP Service Cloud supports every channel from one platform. This gives customers a consistent experience across all channels. SAP Service Cloud boosts service performance, leverages crowdsourcing, and creates an on-demand service network to meet customer’s expectations. 

The articles below describe the project delivery framework for SAP Service Cloud solutions. The articles provide an overview of the project approach and framework for SAP Service Cloud solutions.

An SAP Service Cloud project can be an implementation of a single solution from our SAP Service Cloud portfolio or a combination of any. The SAP Service Cloud solutions share similarities in their framework and project approach. All SAP Service Cloud project frameworks align with SAP Activate methodology. Moreover, the core principles of the project framework aligns across all SAP C/4HANA solutions. Fundamental project considerations are described in the overall  SAP C/4HANA project framework . Please note that the SAP Service Cloud project framework and the over-arching SAP C/4HANA project framework continuously evolve. We already started harmonizing the project delivery frameworks with one another, in order to share the same approach and execution guidance across all of our solutions. However, you have to consider that each solution has its own characteristics and features, which is why we elaborate the specific implementations considerations for our SAP Service Cloud solutions in detail. The following articles cover the execution guidance for each solution of the SAP Service Cloud.