Agent experience
Intuitive workspace with AI support
Simplified agent experience
Create a seamless user experience from customer inquiry to resolution in a single agent workspace
Utilise a comprehensive customer dashboard to access every interaction and touchpoint
Reduce manual work and increase productivity with AI agents
AI-enhanced service
With artificial intelligence (AI) embedded in customer service, you can increase both customer and agent satisfaction while reducing cost.
AI-enhanced automation
Use generative AI to create case and email summaries and draft contextual customer emails quickly
Empower agents to solve cases faster with solution recommendations and suggested next-best actions based on past resolutions
Increase service efficiency with automated ticket categorization and sentiment analysis
Connected customer service
Breaking down system silos and enabling seamless data flow helps increase service efficiency.
Alignment with back and front office operations
Resolve customer issues by connecting customer service to data and processes through native integration with SAP S/4HANA Cloud
Improve the customer experience by aligning service with other customer-facing functions
Accelerate service execution from first contact to resolution through integration with SAP Field Service Management
Omnichannel service
By providing fast, reliable, and personalised service across channels, you can increase customer satisfaction.
Channel orchestration
Make it easy for customers to connect with you when and where they prefer, whether with AI-powered self-service or agent-assisted service
Enable seamless transfer of interactions between different channels while retaining the context
Give your service agents visibility into interaction history and customer data to create a smooth experience
Case management
With AI-assisted case management, you can speed up issue resolution and enhance agent experience.
Guided issue resolution
Define the right service process for different case types with dynamic case designer
Speed up issue resolution with cross-departmental case management that applies the right expertise to resolve customer issues
Support your agents with guided workflows for improved speed, quality, and customer satisfaction
Customer service agility
A composable customer service platform enables you to adapt, expand, and grow.
Flexibility for customer service
Improve business flexibility and scalability with API-first, microservices-based technology running on hyperscaler platforms
Maintain service continuity with near-zero downtime
Extend and adapt your customer service processes quickly with low-code and no-code application development
Customer service management for utilities
With a solution add-on for the utilities industry, you can enhance your customer service processes.
Service excellence for utilities
Increase customer satisfaction with an end-to-end service solution tailored to your industry
Connect customer service to back-end and utilities-specific processes with native integration with SAP S/4 HANA Cloud
Increase resilience with a modern, scalable, cloud-native solution
Explore the latest release highlights and product road map
Release highlights
Find out about changes and updates in the latest release of the SAP Service Cloud solution.
Product road map
View the road map for the SAP Service Cloud solution and explore planned innovations and future features and functionality.