Service
Deliver consistent, connected service that keeps customers coming back
Unified customer service with SAP
Deliver fast, connected service across channels. Empower agents, scale with AI, and resolve issues quickly—without driving up costs.
Connect the entire enterprise
Break down silos and route customer issues to the right teams with speed and precision.
Boost agent efficiency with AI
Empower service teams with real-time insights, guided workflows, and automation.
Adapt service in real time
Stay agile with scalable service tools that flex to meet changing business and customer needs.
Autonomous service assistants
AI assistants elevate service by automating case execution, surfacing real-time insights, and guiding next-best actions for faster resolution and better outcomes.
Self-Service Assistant
Instant, accurate answers: Surfaces relevant responses from knowledge bases, policies, contracts, and historical cases—no searching required.
Flexible deployment: Deploys within any unified service portal or standalone self-service app, delivering consistent AI-driven support across channels.
Automated transaction resolution: Resolves business-document and transactional inquiries—HR requests, invoices, deliveries, disputes, and collections—without agent involvement.
Smart case creation: Automatically generates contextual, prioritized cases for unresolved inquiries, routing them to the right service team for fast follow-up.
Case Management Assistant
Cases start fully informed: History, entitlements, and product details are extracted upfront, reducing time to resolution.
Automated workflows: Case and service order flows run automatically, ensuring consistent process adherence.
Smarter next-best actions: Right steps are guided by live case context, not guesswork.
Built-in knowledge support: Relevant articles surface instantly, keeping resolution fast.
Explore customer service capabilities
Strengthen customer loyalty and service efficiency with AI-infused tools that help your teams resolve issues faster, personalize support, and adapt at scale.
Deliver service excellence with AI insights and automation
Improve efficiency and response quality with AI insights and automation that reduce churn and protect customer lifetime value.
Boost productivity with generative AI
Automate repetitive workflows like status updates, knowledge retrieval, and case categorization to reduce admin time.
Adapt to changing business and customer needs
Extend and adapt your customer service processes quickly with a composable solution
Increase efficiency with connected customer service
Connect front-line support with your core operations to deliver faster, more reliable service experiences.
Elevate sales and service with AI
Watch the 2026 Sales and Service Innovation Spotlight to explore new agentic AI capabilities and the road map for SAP Sales and Service Cloud.
See how customers are succeeding with SAP
Boosting efficiency and productivity with AI
Discover how Bosch Power Tools uses SAP solutions and business AI to deliver a consistent service experience.
From manual processes to integrated activities
Learn how PILLER combines SAP Service Cloud and SAP Field Service Management with SAP S/4HANA to deliver real-time data for integrated processes.
See what analysts are saying about SAP
Leading the market for field service management
Learn why IDC puts SAP in the 2024-2025 Leaders category for field service management in this IDC MarketScape report.
Is consistent brand promise delivery a myth?
Customer experience leaders crack the code with agentic AI. Join us and Oxford Economics as we unwrap their AI playbook.
Resources
Break Operational Silos by Building a Unified Layer for AI-Driven Service Delivery
Learn how you build a unified servicing layer that enables seamless orchestration of workflows, data, and decisions, paving the way for efficient, AI-powered service delivery.
Unlocking the Potential of Customer Service Excellence to Drive Growth
Learn how customer service drives business growth when it's with 3 key levers; customer centricity, scalable and adaptable customer service, and AI usage.
Transform customer service: AI drives customer value through service, from inquiry to resolution
Discover how you can customer satisfaction and increase service efficiency by managing the customer service journey with SAP Service Cloud and SAP Field Service Management.