Make it easier for customers to connect with you regardless of their preferred channel. SAP Service Cloud accelerates service with automatic customer identification, screen pop-ups, and intelligent routing to the right teams and even the best-qualified agent.

Instead of using multiple fragmented screens or channels to manage customer inquiries, agents now have a single personalized and “smart” desktop for managing all customer service inquiries, helping ensure a consistent service experience. It puts all tools, customer data (including profiles and order and service histories), and context at the agent’s fingertips, makes it easier to provide personalized service and quick resolutions and helps them win over the customer because customers feel known and understood from the first interaction.

At the same time, agents are happier, more engaged, and able to increase revenue by acting on smart cross-sell and up-sell recommendations as they engage with customers.

Customers today don’t tolerate long waiting times – and they expect their issues to be solved on the first contact. To meet these expectations, you need to give your service teams customer context and insights, combined with fast access to tools and information they need to quickly solve customer requests. SAP Service Cloud helps you quickly find the right people with the right skills to get the job done with resource scheduling and routing capabilities. Field technicians can keep fully up to date with the information they need to fix the problem on their first visit by accessing all the information they need on their mobile devices – and keep your customers happy.

The solution supports simple service tickets for multilevel or hierarchical tickets that require multiple resources to resolve. Tickets can be created from different channels such as e-mail, portal, and social.

Built-in ticket capabilities help service agents throughout the service process and enable efficient ticket handling, including different ticket types, categorization, status approvals, escalations, deep workflow and notification capabilities, and flexible service-level-agreement definitions.

Leveraging intelligent technologies from SAP, SAP Service Cloud automatically categorizes and routes tickets to the best agents to resolve them and presents the agent with instant access to similar resolved tickets they can reference for guidance if needed. it helps contact center agents quickly search to find the best answers and close more tickets faster.

SAP Service Cloud delivers powerful embedded analytics and predictive dashboards to help you monitor, understand, and improve service operations in real-time and overtime. Track trends and KPIs, quickly generate operational reports to business subscribers and bring external data sources into prebuilt reports and dashboards or ones you create yourself.

Now more than ever, service teams need the flexibility to work remotely and, in the field, – not just in contact centres – and flexibly move between them as business risks and needs change. SAP Service Cloud was built with a mobile-first design that includes an embedded mobile application so service agents can work on any device – anytime and anywhere. It’s easy to access real-time business information, even offline; manage service tickets on any iOS, Android, or Windows tablet; and collaborate with service teams on the go.

Built on the same platform, SAP Sales Cloud and SAP Service Cloud blur the lines between customer data, sales automation, and customer service. As a result, sales and service teams can better understand customers, collaborate, and provide outstanding experiences across all touchpoints, nurturing lasting customer relationships. Also , it helps your teams work together and share roles, with sales professionals becoming trusted advisors and service professionals making the most of upselling and cross-selling opportunities. In this way, you can deliver added value to customers while increasing your revenue. Moreover, you improve sales and service efficiency and productivity.

Moreover, you can integrate it with your back-end ERP system so your service teams can solve more customer inquiries at first contact. Increase the productivity of customer service, decrease service cost, and foster up- and cross-selling. Break down system silos and simplify transactions between departments while enabling a full view of the customer.