SAP Service Cloud

Deliver excellent service, increase loyalty, and drive business growth using unified data and reliable AI.
SAP Service Cloud with joule agents

What is SAP Service Cloud?

SAP Service Cloud is an AI-enhanced customer relationship management (CRM) solution that offers tools for omnichannel customer service, efficient case management, and advanced analytics.

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With this service solution, you can:

  • Increase productivity with AI-driven insights, recommendations, and automation

  • Deploy AI agents to supercharge service efficiency

  • Improve accuracy and speed up issue resolution with powerful case management

  • Adjust service operations to meet customer expectations

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Sales and Service Innovation Spotlight

Learn about the latest AI functionality and product capabilities in our webcast.

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Key features

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AI for customer service

Increase efficiency, savings, and customer satisfaction by using AI to generate insights and recommendations and to automate service tasks, reducing manual work.

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Agent experience

Simplify agent experience with a user-friendly agent workspace, intuitive case management, and AI-driven insights and recommendations.

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Customer service agility

By staying agile in changing situations, you can quickly adjust your customer service when needed.

Connected enterprise

Boost collaboration and efficiency by breaking down system silos—connecting customer service with the rest of the organisation.

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Omnichannel service

Increase customer satisfaction and loyalty by providing fast, reliable, and personalised service across channels.

Case management

Resolve issues faster with intuitive case management that guides your agents through the resolution process. Easily adapt your service workflows with a dynamic case designer.

Service management tailored for utilities

Enhance your customer service processes, increase efficiency, simplify agents’ work, and speed up issue resolution by using a comprehensive solution specifically built for the  utilities industry, with utilities-specific features, such as premise management and move in and move out.

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See how customers are succeeding with SAP Service Cloud

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Explore key customer service management features with embedded AI technology that help you deliver efficient and personalised customer service.

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SAP Service Cloud is recognised with industry awards

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AI-Driven Service Delivery

Building a unified servicing layer can enable seamless orchestration of workflows, data, and decisions, paving the way for efficient AI-powered service delivery.

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AI for customer service

Discover how AI can revolutionise customer service by improving efficiency, productivity, and personalisation to enhance satisfaction and bridge knowledge gaps.

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Unlocking the potential of customer service

Discover three key levers that enable customer service to drive business growth in this report developed by Economist Impact and sponsored by SAP.

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Discover related solutions from SAP and our partners

SAP Business AI for customer experience

Transform your sales, service, and e-commerce processes with generative AI.

Explore the product
SAP Enterprise Service Management

Efficient service delivery helps organisations drive down costs, improve productivity, and break down information silos.

Explore the product
SAP Field Service Management

Resolve customer issues faster with comprehensive, AI-enabled field service management software from SAP.

Explore the product

Frequently asked questions

SAP Service Cloud can help your company deliver fast and personalised customer service and increase service efficiency. The customer service software connects customer contacts from different channels in one solution to enable a consistent service experience across any contact channel. The agent desktop gives service reps a single view of customers and access to the right knowledge and information to improve customer engagement and first-contact issue resolution. Meanwhile, the ticket and case management function can help your service teams efficiently solve customer tickets and intelligent technologies can help you automate ticket categorization and support service teams with solution recommendations and sentiment analysis. Read the solution brief to learn more.

Yes. SAP Service Cloud supports social media, including Facebook, Twitter, YouTube, Instagram, and WeChat. You can route, prioritise, and process tickets from social media channels. In addition, you can handle all customer inquiries efficiently, respond to customer queries directly from SAP Service Cloud, and reply with a public or private message. Analytics tools provide insights into customer service channels and contact volumes to help you focus on the channels that matter most.

Yes. SAP Service Cloud was built with a mobile-first design, helping ensure that service agents can work on any device – anytime and anywhere. The customer support software provides a single agent desktop with access to relevant customer, product, and service information, so your service reps can help customers and answer questions quickly. With embedded knowledge management, you can support agents, even in changing situations, to provide resilient, flexible customer service.

Yes. SAP Service Cloud integrates with other SAP solutions. These include SAP Sales Cloud, SAP Commerce Cloud, SAP Field Service Management, SAP ERP, and others. Connecting customer service across the organisation enables you to improve collaboration, speed up issue resolution, and boost customer loyalty.

Yes. SAP Service Cloud has embedded AI and machine learning capabilities like automated ticket categorization, sentiment analysis, ticket priority detection, language translation, similar ticket recommendation, and ticket summarization. AI enables organisations to reduce manual work, shorten resolution times, and provide service teams with more time to focus on value-added conversations with customers. Learn more about SAP Business AI in service.

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