SAP Service Cloud

SAP Service Cloud

Business-wide service operations boost customer satisfaction, loyalty, and revenue.

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About SAP Service Cloud

SAP Service Cloud allows businesses to provide quick, authentic, and customized service over all channels. This service cloud solution transfigures customer service operation by producing relevant connections all through the customer journey and support service.


Overview of SAP Service Cloud

 Generative AI

Enhance agent productivity with automated email and case summaries.

 Case Management

Business owners can track and manage customer inquiries, complaints, and other service requests through SAP Service Cloud. This permits agents to respond to customer queries and rectify issues quickly and expeditiously.

 Field Service Management

Provides support for managing field service activities, including scheduling, dispatching, and tracking of field service personnel.

 Customer Feedback and Surveys

Unification with customer feedback mechanisms and surveys to gather insights into customer satisfaction. Utilize feedback to continuously enhance service processes and identify areas for enhancement.

 Internet of Things

IoT-based automatic notifications enable proactive customer service and extend asset life.

Dynamics 365 CRM

More about SAP Service Cloud

It is a service CRM that assists you connect distinct departments to enable collective diagnosis and quick resolution of customer concern. By doing this, you can provide on your brand promise while bringing down service costs.


What SAP Service Cloud offers?

  • Efficient Service Request Management
  • Omnichannel Support
  • Improve the efficiency of IT operations by safeguarding and optimizing critical processes
  • Utilize SAP cloud solutions for managing applications across hyperscaler, hybrid, and multicloud environments
  • Facilitates the creation, tracking, and resolution of service tickets
  • Self-Service Portal
  • Mobile Accessibility
  • Internal collaboration tools facilitate communication and knowledge sharing among service teams.
  • Simple and smooth connectivity
  • Analytics and Reporting

How does SAP service cloud support social media?

SAP Service Cloud supports social media, including Twitter, Facebook, Instagram, YouTube, and WeChat. Tickets can be routed, prioritized, and processed from social media channels. Moreover, you can control and handle all customer queries efficiently, and also respond to these queries from SAP Service Cloud Platform.


Improve your Customer Service with SAP Service Cloud

SAP Service Cloud can contribute significantly to improving customer service by providing a comprehensive set of tools and features designed to enhance customer interactions, streamline service processes, and ultimately increase customer satisfaction.

SAP Service Cloud can help improve customer service:

  • 360-Degree Customer Views
  • Efficient Case Management
  • Integration with other SAP solutions
  • Field service operations
  • Self-service options
  • Analytics and reporting capabilities

SAP Service Cloud - Supports a distributed and remote work environment

SAP Service Cloud supports a distributed and remote work environment, enabling service agents to work from home, work on any device –anytime and anywhere. This solution gives a single agent desktop with access to relevant customer, product, and service information, so your sales representatives can assist customers and answer questions. You can support agents with embedded knowledge management, even in changing situations, to provide smooth and flexible customer support and service.


About SAP Hana Enterprise Cloud?

SAP HANA Enterprise Cloud (SAP HEC) is a cloud-based platform offered by SAP that allows businesses to deploy and run SAP HANA, the company's in-memory database and application platform, in a managed cloud environment.

SAP HEC is a fully managed service, which means that SAP takes care of various aspects of the infrastructure, maintenance, updates, and operational tasks associated with hosting SAP HANA environments. This relieves organizations from the burden of managing the underlying hardware, operating systems, and database systems.

Benefits of SAP Hana Enterprise Cloud

Hosting in a private cloud gives a dedicated environment, improving security and compliance. Organizations have more control over access and configurations, decreasing the risk of unauthorized access.

The central attraction of SAP HEC for most organizations is that it decrease the time, and cost of deploying and managing SAP HANA and its applications

SAP HEC is designed to meet various industry and regional compliance standards, providing organizations with a platform that adheres to regulatory requirements.


End-to-end field service and customer service

SAP S/4HANA Service On-Premise interrelates closely with SAP Service Cloud and SAP Field Service Management.

In SAP S/4HANA system the SAP S/4HANA Service OnPrem can be considered as the core which can swap data with SAP Service Cloud and SAP Field Service Management.

S/4HANA Service On-Premise focuses on planned-and-complex services, including service contract management, service order management, service request management, billing, and customer engagement.

S/4HANA Service solution also assists subscription order management and is utilized with innumerable industry solutions.

SAP Service Cloud can be amalgamates with back office (SAP S/4HANA OnPrem or Cloud) and linked to customer service to procedure solving customer concerns. To accelerate service execution and to ensure full traceability of the process, from the first contact with the customer to the resolution of the issue, the Service Cloud solution can also be connected with SAP Field Service Management (by integrating contact center and field service).

SAP Service Cloud focuses on these two areas:

  • Self Service
  • Implementation of simple service tasks
  • SAP Field Service Management can be amalgamated with SAP S/4HANA Service to refine the service processes.
  • For data replication, the integration solution can be used bidirectionally from SAP S/4HANA On-Premise to SAP Field Service Management, and from SAP Field Service Management to SAP S/4HANA On-Premise.

The integration solution assists the imitation of the below-mentioned entities between SAP S/4HANA and SAP Field Service Management:

  • Product
  • Product price
  • Product stock
  • Organizational hierarchy
  • Service order
  • Service item
  • Service part
  • Business Partner
  • Business Partner address
  • Business Partner contact
  • Business Partner relationship

Providing self-service options to customers, SAP Field Service Management supports real-time workforce scheduling, planning, and dispatching. It also supports mobile field service and ensures proactive customer service with machine learning, Internet of Things (IoT) technology and analytics.

Moreover, SAP S/4HANA Service can exchange data with Asset Management by integrating maintenance planning, scheduling, and execution processes. execution. Manage contract management, price agreements, credit checks, and other aspects of service management with Maintenance Service.

How PositiveEdge can help you?

PositiveEdge is the best SAP implementation companies in India, USA and UAE. Our aim is to provide the best customer support and services. SAP Service Cloud offers a range of features and capabilities designed to improve customer service and support processes. To know more about SAP Service Cloud, SAP analytics cloud, contact us today.

Also, contact for IT team augmentation services. Augmenting your SAP team with specialized professionals can accelerate project timelines, ensuring timely delivery and reducing time-to-market for SAP initiatives.


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