SAP Service Cloud solution

When you connect business-wide service operations, customer satisfaction rises, loyalty intensifies, and revenue grows.
The SAP Service Cloud product home screen on a desktop computer

What is the SAP Service Cloud solution?

The SAP Service Cloud solution revolutionizes customer service management by creating meaningful connections throughout the customer journey. See how you can accelerate issue resolution while delivering on your brand promise and securing future growth.

With intelligent customer service, you can:

  • Accelerate issue resolution by connecting customer service management across the enterprise
  • Increase customer service efficiency with AI-driven insights, recommendations, and automation
  • Improve accuracy and speed up ticket closure with powerful case management workflows that streamline issue resolution
  • Let business users adapt to evolving customer service needs by modifying the solution with low-code and no-code development
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Sales and Service Innovation Spotlight

Discover SAP's latest vision for next-generation selling and customer service.

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Key features

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Intelligent service

With artificial intelligence (AI) embedded in customer service, you can increase productivity, cut costs, and improve customer satisfaction.

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Customer service agility

By staying agile in changing situations, you can quickly adjust your customer service when needed.

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Connected enterprise

Breaking down system silos and activating your entire enterprise can help you speed up issue resolution and deliver on your brand promise.

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Omnichannel service

By providing fast, reliable, and personalized service across channels, you can increase customer satisfaction and keep them coming back for more.

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Agent experience

With fast access to the right information and insights, your service teams are well-positioned to increase first-contact resolution rates and boost customer satisfaction.

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Case designer and case management

The right tools, information, and support can help your agents resolve customer service issues quickly and effectively to build relationships that last.

Service management tailored for utilities

Enhance your customer service processes with a comprehensive solution that meet utilities industry needs.

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See how customers are succeeding with SAP Service Cloud

I've been using SAP Service Cloud for the past year, and I must say, it has transformed our customer service operations. The solution offers a comprehensive set of tools and features that have helped us streamline our customer interactions and improve overall customer satisfaction.

Verified user

Business analyst in the computer software industry

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SAP Service Cloud is our customer service superhero. It swoops in to tackle the chaos of ticket management and communication, ensuring a seamless customer service experience. 


Verified user

Sales executive in the software services industry

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The best thing about SAP Service Cloud is how everything just comes together in one single dashboard. You don’t have to go to other pages or click multiple tabs. It is just all there.

 

Verified user

Consultant in the IT services industry

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SAP Service Cloud has transformed our customer service operations by streamlining and consolidating customer data and providing real-time insights.

 

Verified user

Business development executive in the engineering and manufacturing industry

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SAP Service Cloud is recognized with industry awards

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Five trends innovative tech leaders need to know

Discover how to exceed customer expectations and successfully position customer service as a central pillar of intelligent customer experience.

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Shaping the future of sales and service

Explore the fusion of intelligent CX with a long-lasting CX strategy, catering to contemporary demands while upholding brand promises.

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The state of customer service

Uncover how technology can help you win trust and meet brand promises while running profitable customer service operations.

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See what analysts are saying about SAP Service Cloud

A fresh approach to B2B sales and service

Explore the challenges that sales and customer service leaders face today, and the capabilities needed to transform how they sell and service their customers.

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Build a utilities customer service road map

Discover how utilities companies can build a road map for exemplary customer service management with a step-by-step “how to” guide.

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Achieving next-generation customer experiences

Find out how companies are aligning service strategy with customer service CRM technology to maximize performance and meet high customer expectations.

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Frequently asked questions

SAP Service Cloud can help your company deliver fast and personalized customer service and increase service efficiency. The customer service software 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 issue 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, helping ensure that service agents can work on any device – anytime and anywhere. The customer support software 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.

Yes. SAP Service Cloud integrates with other SAP solutions. These include SAP Sales Cloud, SAP Commerce Cloud, SAP Field Service Management, SAP ERP, and others. Connecting customer service across the organization enables you to improve collaboration, speed up issue resolution, and boost customer loyalty.

Yes. SAP Service Cloud has embedded AI and machine learning capabilities like automated ticket categorization, sentiment analysis, ticket priority detection, language translation, similar ticket recommendation, and ticket summarization. AI enables organizations to reduce manual work, shorten resolution times, and provide service teams with more time to focus on value-added conversations with customers. Learn more about SAP Business AI in service.