SAP Service Cloud

Deliver service excellence using connected data and reliable AI to increase loyalty and drive business growth.
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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 intelligent customer service, 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 today and tomorrow

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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

Embedded AI tools help you increase productivity, cut costs, and improve customer satisfaction.

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Customer service agility

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

Connected enterprise

Breaking down system silos and activating your entire enterprise can help you speed up issue resolution and deliver on your brand promise.

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Omnichannel service

By providing fast, reliable, and personalized service across channels, you can increase customer satisfaction and keep them coming back for more.

Agent experience

With fast access to the right information and insights, your service teams are well-positioned to increase first-contact resolution rates and boost customer satisfaction.

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Case designer and case management

The right tools, information, and support can help your agents resolve customer service issues quickly and effectively to build relationships that last.

Service management tailored for utilities

Enhance your customer service processes with a comprehensive solution that meet utilities industry needs.

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See how customers are succeeding with SAP Service Cloud

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Take an interactive product tour

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

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SAP Service Cloud is recognized with industry awards

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AI for customer service

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

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Watch the on-demand webcast 
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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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The state of customer service

Uncover how technology can help you win trust and meet brand promises while running profitable customer service operations.

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See what analysts are saying about SAP Service Cloud

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A fresh approach to B2B sales and service

Explore the challenges that sales and customer service leaders face today, and the capabilities needed to transform how they sell and service their customers.

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Discover related solutions from SAP and our partners

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SAP Enterprise Service Management

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

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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 personalized 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, prioritize, 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 organization 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 organizations 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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