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SAP Service Cloud

SAP Service Cloud

Provide great service experiences and enable fast resolutions across channels.

Build customer relationships with service defined by flexibility, speed, and efficiency

Read the solution brief

Create efficient customer support processes with an intelligent service cloud

Read the customer story

Break down silos between sales and service teams to improve customer satisfaction

Read the white paper

Make it easy for customers to connect with you through SAP Service Cloud

Provide quick answers and fast, accurate resolutions with an omnichannel service
solution.

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Customer Hub View in SAP Service Cloud

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Empower your service teams to provide great service experiences and increase process efficiencies with omnichannel support, a 360-degree view of customers, and intelligent ticketing with the SAP Service Cloud solution.

  • Cloud deployment
  • Omnichannel engagements
  • Machine learning-based service intelligence
  • Mobile tools for your service teams

Key Benefits

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Provide frictionless omnichannel service

Manage all customer contacts in the same interface with a 360- degree view of customers, and provide a smooth experience across all customer contact channels.

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Solve customer issues quickly

Accelerate ticket classification and resolution with machine learning, and support your agents with the tools and data they need to excel in their work.

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Cut customer service costs

Increase customer service process efficiencies by automating routine tasks with machine learning and cutting average handling times with intuitive agent tools. 

Omnichannel Service

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Timeline of Customer Service Interactions in SAP Service Cloud

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Integrated communication channels

  • Manage all service inquiries in the same interface for a consistent experience
  • Serve your customers through chatbot, phone, chat, SMS, e-mail, and social channels
  • Accelerate service with automatic customer identification, screen pop, and intelligent routing

Customer self-services

  • Automate simple queries with conversational AI chatbots
  • Build self-service support pages to help customers help themselves
  • Deliver relevant information to customers online with syndicated knowledge management

Agent desktop support

  • Empower your agents to deliver fast and personalized service with a 360-degree view of customers
  • Improve agent satisfaction through an intuitive user interface and personalized user experience based on business scenarios
  • Increase revenue through smart cross-sell and upsell recommendations

Intelligent Ticket Management

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Ticket Management Functionality for Resolving Tickets in SAP Service Cloud

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Ticket management

  • Create service tickets manually or triggered by inbound e-mail messages, chat, SMS, portal, or social media messages
  • Route and solve tickets efficiently with comprehensive ticketing tools
  • Determine and track service level agreements, warranty, and contacts to deliver on your promises

Automated ticket categorization

  • Automate the classification and prioritization of incoming tickets using machine learning tools
  • Accelerate ticket resolution and serve more customers faster
  • Reduce repetitive manual work and improve employee satisfaction 

Solution recommendations

  • Receive proposals generated from machine learning capabilities to get the most relevant answers for incoming service tickets
  • Shorten average resolution times and reduce escalations
  • Improve the productivity of your service teams and strengthen employee engagement 

Analytics and Experience Management

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Sales and Service Dashboard in Experience Management Solutions from SAP and Qualtrics

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Service analytics and dashboards

  • Monitor and adapt service performance with embedded reports and analytics
  • Track service performance with real- time analytics on agent workload, ticket completion rate, SLAs, and other relevant metrics
  • Personalize reports to get the most relevant information delivered to you on any device

Experience management

  • Measure your customer experience with Experience Management solutions
    from SAP and Qualtrics
  • Turn customer feedback into actionable insights and make it visible to all service employees
  • Understand real-time and long-term customer experiences and take any necessary corrective action immediately

Experience data and operational data

  • Combine experience data (X-data) with operational data (O-data) to understand what is happening and why
  • Understand the root causes of customer satisfaction or dissatisfaction
  • Make changes to improve customer experiences and monitor the results 

Operational Excellence

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Live Chat and Knowledge Management Functionality in SAP Service Cloud

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Learning management

  • Simplify onboarding for new service reps with visual training tools
  • Keep your agents updated with personalized learning paths and ad hoc training
  • Boost marketing campaigns and train service agents on offers and promotions

Knowledge management

  • Provide agents with accurate, consistent, and up-to-date information across channels
  • Enable your service teams to excel and close more tickets faster
  • Help new agents get up to speed by providing the right information at the right time 

Mobile tools

  • Increase productivity through access to real-time business information – online and offline
  • Manage service tickets on your tablet anytime, anywhere
  • Enable remote agents to collaborate with service teams on the go

Enterprise Integration

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Planning and Dispatching Data and Status in SAP Field Service Management

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Integration with the back office

  • Integrate customer service and business processes for more efficient service processes
  • Shorten the time to productivity and lower the total cost of ownership with prebuilt integrations
  • Streamline ordering, invoicing, accounting, and delivery processes by integrating with SAP ERP and SAP S/4HANA

Integration with sales, commerce, and marketing

  • Add sales capabilities to your solutions for a broader customer view
  • Integrate with SAP Commerce Cloud and SAP Marketing Cloud to understand
    touch points and improve customer experiences
  • Break down system silos and simplify transactions between departments, while enabling a full view of customers

Integration with SAP Field Service Management

  • Provide seamless, end-to-end service – from first interaction to resolution
  • Route tickets directly from the contact center to field service for quick resolution
  • Fix customer issues quickly with SAP Field Service Management

Get Started

Jump-start your implementation and drive ROI by collaborating with industry experts, consultants, and support engineers throughout your journey.

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Services

Transform your business quickly and effectively by taking advantage of our holistic service and support plans, expert consulting services, custom application development, proven best practices, and deep industry and technical knowledge.

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Support

Help keep your SAP solutions running at peak performance with our IT experts and support services, including long-term plans, embedded teams, remote technology support, self-service portal, and innovation strategies.

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Security and compliance

Focus on your business and customer relationships. SAP maintains data center, privacy, and product security standards.

Questions? Get in touch!

Call Me Now Call Offline
SAP can call you to discuss any questions you have.
Chat Now Chat Offline
Get live help and chat with an SAP representative.
Contact Us
E-mail us with comments, questions or feedback.
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