Intelligent service
With artificial intelligence (AI) embedded in customer service, you can increase productivity, cut costs, and improve customer satisfaction.
Generative AI
Improve agent productivity with automated case and e-mail summaries.
Solution recommendations
Empower agents to solve cases faster with similar case recommendations.
Case categorization and sentiment analysis
Increase service efficiency and improve customer satisfaction with automated ticket categorization and sentiment analysis.
Internet of Things
Enable proactive customer service and extend asset lifetime with automatic notifications provided by the IoT.
Customer service agility
By staying agile in changing situations, you can quickly adjust your customer service when needed.
Scalable platform
Improve business flexibility and scalability with API-first, microservices-based technology.
Low-code and no-code application development
Extend and adapt your customer service processes quickly with low-code and no-code application development.
Composable apps
Differentiate customer experiences by complementing the core solution with tool sets to quickly deliver new composable apps.
Connected enterprise
Breaking down system silos and activating your entire enterprise can help you speed up issue resolution and deliver on your brand promise.
Integration with the back office
Connect customer service to data and processes to solve customer issues with native integration to SAP ERP and SAP S/4HANA.
Integration with sales, commerce, and marketing
Improve the customer experience and support business growth by aligning service with other customer-facing functions.
Integration with SAP Field Service Management
Accelerate service execution – from first contact to resolution – by integrating your contact center with field service.
Integration with experience management solutions
Increase customer satisfaction by listening to your customers and acting based on customer insights.
Omnichannel service
By providing fast, reliable, and personalized service across channels, you can increase customer satisfaction and keep people coming back for more.
Channel orchestration
Provide a smooth, consistent experience through chatbot, phone, chat, messaging apps, e-mail, and social channels.
Customer self-service
Improve your customer experience with self-services supported by artificial intelligence.
Agent desktop
Give your service agents visibility into interaction history and customer data for fast and personalized service.
Customer identification
Accelerate service with automatic customer identification, screen pop, and intelligent routing.
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.
Agent console
Simplify the agent experience with a unified workspace supported by contextual knowledge and a 360-degree view of customers.
Connected processes
Empower service professionals to resolve inquiries quickly with one-click access to knowledge and connected processes.
Integration with Microsoft Teams
Provide your agents with straightforward access to experts through integration with Microsoft Teams.
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.
Case designer
Define the right service process for different case types to help ensure the best outcome and quick time to value.
Case management
Speed up issue resolution with cross-departmental case management that applies the right expertise to resolve customer issues.
Guided workflows
Support your agents with guided workflows for improved speed, quality, and customer satisfaction.
Agility
Stay agile in changing situations and quickly adjust your customer service workflows when needed.
Customer service management for utilities
Enhance your customer service processes with a solution tailored to the utilities industry.
Exceed customer expectations with swifter service
Improve service efficiency, accelerate time to resolution, and increase resilience with modern, scalable, cloud-native customer service software that connects to back-end and utilities-specific processes from SAP solutions.
Explore the latest release highlights and product road map
Release highlights
Find out about changes and updates in the latest release of the SAP Service Cloud solution.
Product road map
View the road map for the SAP Service Cloud solution and explore planned innovations and future features and functionality.