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Create a unified service experience

Bridge the gap between front-office engagements and back-office processes.
  • Allow agents and technicians to get the insights they need to stop broken, fragmented experiences that delay issue resolution
  • Create a single view of the customer to better serve them, based on service history and interactions with other departments
  • Diagnose issues to minimize downtime and optimize end-to-end service execution
  • Help agents and technicians get the insights they need – no matter where data is stored – with cloud-based customer service software

Develop an elite team of skilled experts

Ensure your service teams are properly trained and available to meet service demands and volumes.
  • Solve customer issues quickly from any channel they choose by using the service cloud customer portal
  • Maintain service teams that are ready for any situation and well-trained in courses relevant to their jobs and responsibilities
  • Empower agents and technicians using gamification techniques and incentives
  • Meet growing service demands by creating an on-demand network to connect and expand your service ecosystem

Deliver the next generation of self-service

Provide faster, more accurate answers automatically with integrated, intelligent, and cloud-based customer service.


  • Leverage conversational AI to automate conversations and take relevant actions
  • Import content from disparate systems into a unified experience to eliminate information silos
  • Make information easily discoverable from anywhere, at any time, even outside your normal operating hours
  • Transfer conversations to live agents without losing context

Capture and understand customer feedback

Collect and act on customer feedback along the entire journey to create a better end-to-end customer experience.
  • Create a closed loop to measure, track, and act on customer feedback
  • Identify and solve root causes of customer dissatisfaction and prevent repeat scenarios
  • Predict and identify service needs before they become issues and complaints

Training and Certification

Realize business results fast with expert-led training, hands-on experience, and best practices for SAP Service Cloud.

Get started with SAP Service Cloud

Expert Services

Transform your business faster with help from SAP Digital Business Services.

Partner Ecosystem

Included Products

Learn about the products included in the SAP Service Cloud portfolio.

SAP Customer Service Management 

SAP Self-Service Accelerator for Utilities by SEW

CallidusCloud ServiceMotivate

Litmos

SAP Customer Engagement Center

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