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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.

Create a unified service experience

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

Web page with an overview of service orders, confirmations, and release status

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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 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.
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Two flat screen computer monitors displaying call center software

A planning board with call center 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 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.


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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

Capture and understand customer feedback

Collect and act on customer feedback along the entire journey to create a better end-to-end customer experience.
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Customer feedback capabilities of SAP Service Cloud on a tablet

Support call report card

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  • 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.
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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 needs and preferences.

 

 

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Empower your team

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

Pictogram of a play button and book, representing a variety of training resources

Access the latest resources

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

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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

Expert Services

Transform your business faster with help from SAP Digital Business Services.
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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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Two flat screen computer monitors showing program user interfaces

Planning board for matching technicians to service requests

Dashboard with service analytics and reporting data

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SAP Customer Service Management 

SAP Self-Service Accelerator for Utilities by SEW

CallidusCloud ServiceMotivate

Litmos

SAP Customer Engagement Center

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