SAP Service Cloud (V2): New & even better

With the new SAP Service Cloud V2, you can leverage artificial intelligence (AI) in customer service to increase productivity, reduce costs, and improve customer satisfaction.

• Generative AI
  Enhance your employees' efficiency through automatic case and email summaries.

• Solution Suggestions
  Help your employees resolve cases faster by providing recommendations based on similar cases.

• Case Categorization and Sentiment Analysis
  Optimize service processes and increase customer satisfaction through automatic ticket categorization and sentiment analysis.

• Internet of Things (IoT)
  Use IoT for proactive customer service and extend the lifespan of your equipment through automatic notifications.

Stay flexible to quickly and easily adapt your customer service to changing situations.

• Flexibly scalable foundation
  Increase flexibility and adaptability with technologies based on API-first and microservices.
   

• Low-code or no-code development environment
  Accelerate the expansion and customization of your customer service solutions with a development environment based on SAP BTP.
   

• Tailored app compositions
  Create unique customer experiences by extending the core solution with toolsets that enable the rapid development of new, specialized apps.

By integrating your entire company, you can accelerate problem-solving and fulfill your brand promise by overcoming siloed systems.

• Integration with the Back Office 
  Connect customer service with relevant data and processes for effective problem resolution through seamless integration with SAP ERP and SAP S/4HANA.
   

• Connection to Sales, Commerce, and Marketing 
  Optimize the customer experience and foster business growth by aligning customer service with other customer-facing areas such as sales, commerce, and marketing.
   

• Seamless Integration with SAP Field Service Management 
  Accelerate service delivery from the first customer contact to final resolution by seamlessly linking your contact center with field service.
   

• Interaction with Experience Management Solutions 
  Increase customer satisfaction by listening to your customers and proactively acting based on customer insights.

Increase customer satisfaction with fast, reliable, and personalized service across all channels.

• Omnichannel Experience Design
  Create a seamless, consistent experience across various contact channels such as chatbots, phone, messaging apps, email, and social media.
   

• AI-Powered Customer Self-Service
  Optimize the customer experience with intelligent self-service solutions powered by artificial intelligence.
   

• Agent Platform
  Provide your employees with access to comprehensive contact histories and customer data for fast and personalized service.
   

• Automatic Customer Identification
  Accelerate your service processes with automatic customer identification, dialog windows, and intelligent routing functionalities.

Your service team is fully equipped to significantly enhance customer satisfaction, thanks to quick access to relevant information and insights.

• Employee-Centric Platform
  Optimize your team’s workflows with a consolidated workspace based on contextual knowledge, providing a comprehensive view of the customer.
   

• Seamless Process Integration
  Enable your service agents to process requests at lightning speed by granting them one-click access to knowledge and seamlessly connected processes.
   

• Microsoft Teams Integration 
  Make it easier for your employees to connect with experts through seamless integration with Microsoft Teams.

Quick problem resolution and sustainable customer relationships thanks to suitable tools and support for service employees.

• Case Designer: Design efficient service processes for optimal outcomes and rapid value creation.

• Case Management: Accelerate problem resolution through cross-departmental management to leverage the appropriate expertise for customer issues.

• Guided Workflows: Support employees while improving speed, quality, and customer satisfaction.

• Agility: Adaptability under changing conditions through flexible adjustment of customer service workflows.

Deeper Insights for Smarter Business Decisions:
Comprehensive and timely analyses continuously enhance customer satisfaction and strengthen business performance.

• Tracking and Monitoring
  Monitor and track service operations through predictive real-time analytics. Identify service trends and patterns using real-time tracking and monitoring analytics, and take targeted countermeasures when necessary.
   

• Deep Insights into Customer Profitability
  Identify your key customers and keep track of costs and revenues.
   

• Proactively Resolve Customer Issues with IoT Data
  Use alert functions to detect and address incidents early before they escalate into problems.
   

• Embedded Analytics
  SAP Analytics Cloud, embedded edition, allows you to create reports, dashboards, and visualizations, and embed them into your business application to make well-informed decisions.