SAP Service Cloud

Provide great service experiences and enable fast resolutions across channels.

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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.

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

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Key Benefits

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.

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.

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

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 personalised service with a 360-degree view of customers
Improve agent satisfaction through an intuitive user interface and personalised user experience based on business scenarios
Increase revenue through smart cross-sell and upsell recommendations

Intelligent Ticket Management

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

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
Personalise 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

Learning management

Simplify onboarding for new service reps with visual training tools
Keep your agents updated with personalised 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

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 centre to field service for quick resolution
Fix customer issues quickly with SAP Field Service Management

Technical Information

This product is deployed in the cloud and is available as software as a service (SaaS), so you can access your software from any Web browser.

Installation and setup

Follow the setup instructions so you can start running your SAP software quickly and confidently.

Configuration

Optimise configuration of SAP Service Cloud with our comprehensive configuration guide.

Integration

Find out how you can seamlessly integrate SAP Service Cloud with your existing IT landscape.

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Get Started

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

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

Get the support you need to 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, while knowing that your data is safe and reliable. With a proactive, predictive approach, SAP helps ensure compliance and data security in the cloud and within an on-premise data centre.

Learn about security at SAP