SAP Service Cloud

SAP Service Cloud allows you to ensure the loyalty of your customers by accelerating service processes and improving their efficiency. With this software, your service teams gain access to complete and contextual customer information to provide the best customer service experience and reduce issue resolution time. And there's even more: all that information is available online or offline for your field workers.

Benefits of SAP Service Cloud

• Ensure effective communication with your customers

  A multichannel ticketing system and integrated central knowledge base help you build fast and accurate communication between your customers and service teams.

• Reduce issue resolution time

  with a unified agent desktop, access to relevant insights and data, and AI-enabled service intelligence.

• Constantly improve your service

  with powerful analytics capabilities that allow you to track, evaluate and enhance service operations in real time.

• Empower your field agents with the tools to provide the best service anywhere and anytime:

  grant them access to all customer information, product details, and communication with all departments – even when mobile or offline.

• Increase agents' performance and satisfaction,

  and let them adapt to customer needs by easily modifying the solution with low-code and no-code tools.

• And more!

Key capabilities

• Omnichannel communication
• Support for automatic customer identification
• intelligent routing to the right teams and best-qualified agents
• Integration of 3d Party telephony

• Access to customer information, product details, and more from mobile devices. Your agents can work from anywhere, anytime – both online and offline
• 360-degree customer view across all channels
• Personalized agent console and intelligent desktop configuration
• AI-enabled service insights and contextual knowledge
• Automatic categorization and routing of tickets to the appropriate agent
• Automated resolution of routine tasks to reduce the load on employees

• Analytics and predictive dashboard for real-time monitoring, reviewing, and improving service operations
• Access to financial, shipping, and inventory data for faster issue resolution

SAP Service Cloud Interface

1. When out of the office, service managers can still use SAP Service Cloud in a mobile app on their phones or tablets. For example, here’s how the employees responsible for service visits can see the overview of the most important cards and analytical information on the homepage of SAP Service Cloud.

2. Activity calendar allows service managers to create new appointments, visits, and reminders – all from their mobile phones. They can also quickly locate and filter information by day, week, month, and also by type and status.

3. To conveniently locate their visits right inside the Service Cloud app, administrators and service managers can use maps. There is also an option to auto-tag geolocation and track check-in\check-out times during their on-site visits.

4. A dashboard with standard reports is one of the most demanded tools in the SAP Service Cloud. You can see all important data at one glance or easily filter the data just by clicking on a piece of the pie chart. The tool comes out of the box, it’s designed for administrators\managers and is available on desktop only.

5. In the ticket card, managers can find all the relevant information about the ticket (e.g., statuses, contacts, responsible team, visits, and more) – in just a couple of clicks.