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SAP Service Cloud for customer service management

When service operations are connected business-wide, customer satisfaction rises, loyalty intensifies, and revenue grows.

What is SAP Service Cloud?

The new SAP Service Cloud solution revolutionises customer service by creating meaningful connections throughout the customer journey. You can align your entire enterprise to accelerate issue resolution while delivering on your brand promise and securing future growth.


With intelligent customer service, you can:

  • Resolve customer issues quickly with a unified agent desktop and access to relevant insights and data
  • Boost profitability and customer retention with effortless self-service options powered by AI-driven intelligence
  • Improve accuracy and speed up ticket closure with powerful case management workflows that streamline issue resolution 
  • Let business users adapt to evolving customer needs by modifying the solution with low-code and no-code development

Customer service, reimagined

The new, intelligent SAP Service Cloud powers the
future of customer service

Increase your ROI with SAP Service Cloud

Explore the economic impact of the SAP Service Cloud and SAP Sales Cloud solutions for your organisation – and calculate your potential ROI.



three-year return on investment.




customer view.

Delivering on Your Brand’s Promise

Hear how service organisations are transforming and innovating their processes.

Build a business case

Maximise customer value with connected service

Improve the speed, efficiency, and cost of your customer service operations to achieve true service excellence by using the SAP Service Cloud solution.

Uncover the business benefits of excellent service

See the quantifiable link between customer service and revenue in a report from the Economist Intelligence Unit.

Discover the ROI of SAP Service Cloud

Learn how SAP Service Cloud and SAP Sales Cloud can help you boost your bottom line in this Forrester study.

Frequently Asked Questions

SAP Service Cloud can help your company deliver fast and personalised customer service and increase service efficiency. The solution 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 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, ensuring service agents can work on any device – anytime and anywhere. The solution 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.

SAP Service Cloud integrates with the SAP Field Service Management solution, enabling service from first contact to resolution. When a customer needs an on-site repair, a service agent can create a service ticket in SAP Service Cloud. The ticket is routed to SAP Field Service Management and the task is allocated to the best available technician to help ensure fast resolution and customer satisfaction. Read about SAP Field Service Management

Yes, it does. The SAP Internet of Things solution enables proactive service and predictive maintenance. You can quickly detect errors, use IoT data for troubleshooting, create automated notifications based on IoT sensor data, and enable preventive maintenance for customers. Artificial intelligence and machine learning are used in conversational AI chatbots and service intelligence. Service intelligence enables automatic ticket categorization to reduce manual work and provide service teams more time to focus on value-added conversations with customers. Sentiment analysis of incoming e-mails helps route contacts to the best teams, shortening resolution times. Machine learning-based recommended solutions and next-best actions support your agents in their work, helping them solve customer inquiries quickly. Read more about intelligent technologies from SAP

Questions? Get in touch!

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