What is SAP Service Cloud?
SAP Service Cloud is a comprehensive customer service solution that supports great omnichannel customer experiences and contact centre efficiency.
Frequently Asked Questions
SAP Service Cloud can help your company deliver fast and personalised customer service and increase service efficiency. It 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 employee engagement and first-contact resolution. The ticket and case management function can help your service teams efficiently solve customer tickets. Intelligent technologies 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; 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 SAP Commerce Cloud, allowing you to support online shoppers with fast and personalised omnichannel customer service. With the volume of e-commerce increasing globally, it is important that customers get the support they need. The integration with the assisted service module for SAP Commerce enables service agents to guide customers throughout the buying process and helps customers find the right products in the online shop, increasing conversion rates, reducing returns, and improving customer satiation.
SAP Service Cloud integrates with SAP Field Service Management, enabling end-to-end service from first contact to resolution. When a customer needs an onsite 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, ensuring 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, reducing manual work and giving your service teams more time to focus on value-adding conversations with customers. Sentiment analysis of incoming e-mails helps route the 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.
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