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SAP Service Cloud

At a Glance Features Plans and Pricing Technical Information Get Started
At a Glance Features Plans and Pricing Technical Information Get Started

Make service the heart of your customer experience

Orchestrate seamless service experiences to support your customers throughout their entire journey.

Build customer trust with exceptional field service

Read the white paper

Deliver excellent field service with an integrated approach

Watch the video

Transform your sales and service capabilities as you look ahead to the future

Watch the Webinar

Create a unified service experience with SAP Service Cloud

Bridge the gap between front-office engagements and back-office processes.

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The unified service experience capability of SAP Service Cloud solutions being used on a desktop

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  • 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 minimise downtime and optimise end-to-end service execution
  • Provide instant access to insights, regardless of where data is stored, with cloud-based customer service software

Develop an elite team of skilled experts

Help ensure your service teams are properly trained and available to meet service demands and volumes.

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A planning board with call centre data and status

Customer information and engagement information

A list of service tickets with priority and status information

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  • Solve customer issues quickly from any channel using omnichannel engagements
  • 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.

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Self-service capabilities of SAP Service Cloud on a desktop

View of a service agent desktop with customer data and an open chat window

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  • 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

Provide speedy and reliable field service

Fix customer issues quickly on the first visit with a comprehensive field service management solution.

  •  Accelerate service execution with AI-supported scheduling and dispatching
  • Empower your technicians with mobile tools and access to information
  • Provide proactive and predictive maintenance with the Internet of Things
  • Expand service teams with crowd service

What are analysts saying about service solutions from SAP?

SAP Field Service Management is in Gartner’s Magic Quadrant

See how SAP Field Service Management was evaluated in Gartner's Magic Quadrant for Field Service Management report.*

See how customers are succeeding with SAP Service Cloud

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Training and Certification

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

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Train where it suits you best

Training courses are available at select SAP offices, your own location, and online to meet your specific learning needs and preferences.

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Empower your team

Role-based training equips your team with knowledge needed to adopt and optimise SAP Service Cloud quickly and effectively.

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Access the latest resources

Comprehensive, up-to-date resources are available when you need them by accessing SAP Learning Hub with a subscription.

Start your learning journey

Find the best training and certification for you and your team using our visual learning guides. Plan your learning journey to get started quickly.

Get started with SAP Service Cloud

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  • View how-to videos on using software features and functions
  • Watch Webinars and attend expert events for the latest updates, insights, and advice
  • Get information about our quarterly release cycles, service availability, and cloud support

SAP Customer Experience Services

Transform your business faster with services and support from SAP.

Get an overview of services for SAP Service Cloud solutions and discover how we can help you address key aspects of your project, enforce best practices, and set up your own operations for ongoing success.

Partner Ecosystem

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Benefit from specialist expertise to guide your SAP Service Cloud project. SAP Customer Experience solution partners provide the service and support you need to meet your enterprise goals.

Included Products

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

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Planning board for matching technicians to service requests

Dashboard with service analytics and reporting data

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SAP Service Cloud Resource Center

Customer Stories Webinars and Product Videos Industry Research and Product Information
Customer Story
DuluxGroup

Check out how DuluxGroup’s B&D Group used intelligent technologies to automate service processes and accelerate resolutions. 

Read the story
Customer Story
Orchard Machinery Corporation

Hear how Orchard Machinery Company is serving customers faster by streamlining operations and cutting costs with better field service management.

Watch the video
Customer Story
VINCI Energies

See how VINCI Energies streamlined its operations with next-generation ERP software and a service cloud solution to become an intelligent enterprise.

Watch the video
Customer Story
INICOM Service GmbH

Learn how this German professional services company reduced administrative overhead by 90%.

Read the story
Customer Video
Productos Metalúrgicos

Hear how a leading distributor of hardware and vehicle parts deployed SAP solutions to improve customer and employee experiences.

Watch the video
Webinar
Lost in your service silos?

Hear how you can harmonise your processes for field service success from the Service Council and SAP.

Watch now
Webinar
Five steps for turning field service into a profit centre

Get practical advice on making the shift from a cost centre to a profit centre.

Watch now
Webinar
Redefine field service to live up to your brand promise

Find out how you can deliver superior customer experiences.

Watch now
Video
Make service a key differentiator of your brand

Discover the power of SAP Service Cloud.

Watch the demo
Webinar
Create perfect service moments that build loyalty

Discover how SAP Service Cloud and Experience Management solutions from SAP help you win over customers by creating perfect service moments across all touchpoints.

Watch now
Webinar
Turn customer service into an amazing experience

Improve customer satisfaction, boost net promoter scores, and reduce operational costs by applying expert insights from IDC. 

Watch now
Toolkit
Unleash the power of field service

Empower your teams to deliver excellent customer service by providing them with the right data at the right time and place.

Get the toolkit
White Paper
Fundamentals of modern field service management

Get an overview of field service management and learn how new technologies such as AI are revolutionising it.

Read the paper
Industry Report
Harmonise processes for field service success

Learn how aligning your field service processes reduces costs and improves customer satisfaction.

Read the report
Solution Brief
Perfecting customer service

Discover how SAP Service Cloud provides true omnichannel support.

Read the solution brief
White Paper
Turning field service into a profit centre

Find out how you can generate field service revenue by putting customers first and empowering your team.

Read the paper
Analyst Report
Gartner Magic Quadrant for Field Service Management

Get insight into the field service management market and learn why Gartner positioned SAP in its Magic Quadrant.

Read the report
White Paper
How to choose the right field service solution

Learn top considerations when selecting a field service management solution and mistakes to avoid.

Read the paper
White Paper
Win utility customers’ hearts and minds

Read the IDC white paper to learn how to begin delivering experiences that build relationships and increase profitability.

Read the white paper
Solution Brief
Redefine field service

Find out how to transform your field services with the SAP Service Cloud portfolio.

Read the solution brief
Analyst Report
Drive customer loyalty for utilities with exemplary service

Get practical step-by-step guidance in delivering outstanding omnichannel customer service experiences for utilities customers.

Read the IDC report
White Paper
Win customers with effortless field service experiences

Learn how to earn loyal customers and grow your business by creating perfect service moments.

Read the white paper
White Paper
How to revolutionise field service with crowd service

Harness the power of the gig economy to deliver exceptional customer service.

Read the white paper
Analyst Report
Fill the field-service talent gap with crowdsourcing

Meet customer needs better by applying the latest best practices to optimise your use of on-demand technicians.

Read the Aberdeen report

Support the end-to-end customer journey

Explore the other cloud solutions in the SAP Customer Experience portfolio.

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SAP Customer Experience solutions

See how the SAP Customer Experience solutions bring together customer data, machine learning technology, and microservices to power real-time customer engagements across sales, service, marketing, and commerce.

*Gartner, Magic Quadrant for Field Service Management, Jim Robinson, 16 April 2019.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from SAP.

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