Overview
Solutions & Features
Benefits
Overview
SAP Service Cloud is a cloud-based customer service solution that helps organizations deliver faster, more personalized service to their customers. The solution provides a complete view of the customer, so agents can quickly resolve issues. It also offers self-service options and community forums to help customers find answers on their own.
The solution is built on the SAP Customer Relationship Management (CRM) platform, so it integrates with other SAP applications. This makes it easy to share data and workflows between departments, which can help improve efficiency and coordination.
Solutions & Features
Channel orchestration
Provide a seamless, consistent experience through chatbot, phone, chat, messaging apps, e-mail, and social channels. Channel orchestration refers to the coordination of different channels to create a seamless, consistent, and integrated customer experience.
Customer self-service
Improve your customer experience with self-services supported by artificial intelligence. Customer self-service refers to a support model that empowers customers to resolve their own queries using available resources and tools.
Agent desktop
Give your service agents visibility into interaction history and customer data for fast and personalized service. Agent desktop is a software application used by customer service representatives to manage customer interactions, information, and support tickets.
Customer identification
Accelerate service with automatic customer identification, screen pop, and intelligent routing. Customer identification refers to the process of verifying the identity of customers, typically through authentication methods such as usernames, passwords, or biometrics.
Agent console
Simplify the agent experience with a unified workspace supported by contextual knowledge and a 360-degree view of customers. An agent console is a software application that provides customer service representatives with tools to handle customer inquiries and interactions.
Connected processes
Empower service professionals to resolve inquiries quickly with one-click access to knowledge and connected processes. Connected processes refer to a set of interrelated tasks or activities that work together to achieve a common goal or objective.
Integration with Microsoft Teams
Provide your agents with easy access to experts through integration with Microsoft Teams. Integration with Microsoft Teams enables seamless communication, collaboration, and file sharing within the Teams platform for improved productivity and efficiency.
Ticket categorization
Automate the classification and prioritization of incoming tickets using machine learning tools. Ticket categorization is the process of grouping support requests into specific categories to facilitate efficient handling and resolution by support teams.
Sentiment analysis
Improve customer satisfaction by detecting positive and negative sentiments in e-mails and reacting quickly to urgent tickets. Sentiment analysis is the process of analyzing and determining the emotional tone or attitude expressed in a piece of text, such as social media posts or customer reviews.
Solution recommendations
Empower agents to solve tickets faster with machine learning-based solution recommendations and next-best actions. Solution recommendations are actionable suggestions to solve a problem or improve a particular process or system.
Internet of Things
Enable proactive customer service and extend asset lifetime with automatic notifications provided by the Iot. Internet of things (IoT) refers to the interconnected network of devices, objects, and machines that can communicate and exchange data over the internet.
Case designer
Define the right service process for different case types and ensure the best outcome and quick time to value. Case designer is a tool that allows users to design, configure, and automate business processes and workflows using a graphical interface.
Case management
Speed up issue resolution with cross-departmental case management that applies the right expertise to resolve customer issues. Case management is the process of handling and resolving customer issues or support requests through efficient and effective coordination of resources and tasks.
Guided workflows
Support your agents with guided workflows for improved speed, quality, and customer satisfaction. Guided workflows are step-by-step processes that provide users with clear instructions and prompts to complete tasks or achieve specific goals.
Agility
Stay agile in changing situations and quickly adjust your customer service workflows when needed. Agility refers to the ability of an individual or organization to adapt quickly and effectively to changes in the environment or circumstances.
Integration with the back
office
office
Connect customer service to data and processes to solve customer issues with native integration to SAP ERP and SAP S/4HANA. Integration with the back office involves connecting front-end applications with back-end systems to streamline and automate business processes and workflows.
Integration with sales, commerce, and marketing
Improve the customer experience and support business growth by aligning service with other customer-facing functions. Integration with sales, commerce, and marketing enables seamless communication and collaboration between teams to drive business growth and improve customer experience.
Integration with SAP Field Service Management
Accelerate service execution – from first contact to resolution – by integrating your contact center with field service. Integration with SAP Field Service Management enables businesses to optimize their field service operations for improved efficiency, productivity, and customer satisfaction.
Integration with Experience Management solutions from SAP and Qualtrics
Increase customer satisfaction by listening to your customers and acting based on customer insights. Integration with experience management solutions from SAP and Qualtrics allows businesses to gather and analyze customer feedback for improved decision-making and customer satisfaction.
Benefits
With SAP Service Cloud ‘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
Improve business flexibility and scalability with API-first, microservices-based technology.
Extend and adapt your customer service processes quickly with low-code and no-code application development.
Differentiate customer experiences by complementing the core solution with tool sets to quickly deliver new composable apps.
case studies
