Product tour of SAP Service Cloud

Login to SAP Service Cloud to start your workday. Here you see Agent Desktop, the unified and easy-to use workspace for all contacts and tasks. Start by accepting the incoming call from a customer.

When talking with the customer, you can see the relevant data and interaction history in the customer hub. This helps you promptly comprehend the customer's situation.

Review the customer’s registered products and other cases to better understand the issue the customer is calling about.

See the AI-recommended knowledge base article to quickly find the right solution.

Send the knowledge article to the customer via email and inform them about the next steps in the case resolution.

Accelerate issue resolution by quickly creating a service order in SAP S/4HANA Cloud directly from the agent desktop.

Select the right organizational data.

Select the affected equipment and give further details for the service order in the intuitive easy to use workspace. Save the service order.

Wrap up the call with the customer and write notes for additional information.

Add any needed backend processes to the agent workspace for increased efficiency and fast resolution.

Add SAP Field Service Management for enhanced handling of field service requirements. Easily assign a technician for onsite repair to ensure seamless resolution.

Check your open cases and filter by priority to choose the most urgent cases.

Review case specifics and follow the predefined resolution steps. This structured approach aids agents in resolving cases promptly and consistently.

Proceed with the guided flow which leads you into troubleshooting. The system suggests relevant knowledge base articles to assist in resolving the case.

Continue troubleshooting by collaborating with colleagues, as the guided flow suggests. This helps you leverage the right expertise within and outside customer service.

Enhance collaboration and accelerate resolution using Microsoft Teams integration. Easily bring in product experts and other colleagues to assist in solving the customer's case.

Work with the best experts and quickly solve the case.

Reply to the customer via email and confirm the resolution of the case. A satisfaction survey is automatically sent to the customer and you can continue to the next case.

Go to your Agent Desktop home screen to see all your open cases or create a new one. Select the case you want to work on.

Start by reading the gen AI created summary of the case to easily capture the essential information and save time.

See the similar cases identified by machine learning and read the automated summaries helping you solve the current customer case.

Regenerate the case summary with gen AI to capture the latest updates and to make it easy for everyone involved to stay up to date.

Use gen AI to quickly write the customer a case status update email: save time and reduce manual work.

Set the style, length and tone of the text to write an email you want to send to the customer.

Efficiently manage different kinds of service inquiries by pre-defining case types and related resolution flows.

Use Case Designer to easily create as many case flows as you need to meet your business needs. Define steps, workflows, and information access required in each case type.

Identify the conditions or attributes that determine when this case type should be implemented for a particular inquiry.

Make the agent's job easier and solve issues faster by guiding agents through the resolution process.