SAP Service Cloud
SAP SE
"AI-Enhanced Customer Service for Connected Enterprise Excellence"
SAP Service Cloud is an AI-powered cloud-based customer relationship management (CRM) solution that unifies omnichannel customer service, intelligent case management, and advanced analytics. It empowers service teams with a 360-degree customer view, automated workflows, and AI-driven insights to resolve issues faster and increase customer satisfaction across email, phone, chat, SMS, and social media channels.
Overview
Pricing Plans
Pricing Model: Per-user/per-agent monthly or annual subscription model with volume discounts for enterprises
What's Included
- Basic ticketing and case management
- Email support
- Core omnichannel capabilities (email, phone via CTI)
- Basic AI features (ticket categorization, sentiment analysis)
- Standard analytics and reporting
What's Included
- All Standard features
- Advanced omnichannel (chat, SMS, social media)
- AI-driven case management and routing
- Advanced case summarization and recommendations
- Field service management integration
- Knowledge base integration
- Advanced analytics and real-time dashboards
What's Included
- All Professional features
- Advanced AI features (Joule AI copilot integration)
- Full SAP S/4HANA and ERP integration
- Custom workflow automation with low-code/no-code tools
- Advanced security and compliance features
- Custom integrations and API access
- Dedicated account support and strategic consulting
- Advanced Field Service Management capabilities
- Utilities industry-specific features (optional)
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Key Features
Unified ticketing and case management across email, phone (CTI), chat, SMS, and social media channels with seamless context retention and intelligent routing based on agent skills and availability.
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Embedded generative AI capabilities including automated case and email summarization, intelligent ticket categorization, sentiment analysis, solution recommendations, and suggested next-best actions to accelerate case resolution and reduce manual work.
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Comprehensive agent workspace providing real-time visibility into complete customer history, interaction timeline, product information, billing data, and related transactions from integrated SAP systems, enabling faster and more informed service delivery.
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Seamless bi-directional integration with SAP S/4HANA and SAP ERP systems providing real-time synchronization of customer data, orders, billing, inventory, and supply chain information for true end-to-end service-to-cash processes.
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Centralized knowledge management system allowing organizations to create, organize, and share solutions with AI-powered context-sensitive recommendations, enabling customers to self-serve and reducing support ticket volume.
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Pre-built and customizable dashboards with real-time performance metrics including SLA tracking, agent productivity, customer satisfaction metrics, resolution times, and trend analysis for data-driven decision-making.
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Integrated field technician scheduling, resource allocation, mobile work order management, and automatic synchronization between contact center and field service operations for complete issue resolution visibility.
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Generative AI-powered assistant providing context-aware agent support, natural language query processing, suggested solutions, and automated administrative tasks to increase agent productivity and decision quality.
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Integrated contextual collaboration tools enabling agents to seek expertise from colleagues, escalate complex cases, and maintain conversation history within the platform for faster issue resolution and knowledge sharing.
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Advanced phone system integration with automatic caller identification, screen pop-up with customer information, call recording, call logging, and click-to-call capabilities for seamless voice communication.
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What Makes It Stand Out
- 1
Native SAP S/4HANA Integration: Unmatched deep integration with SAP's business systems provides true 360-degree customer view including real-time order, billing, inventory, and supply chain data directly within the service workspace—a capability competitors can only approximate with connectors.
- 2
Joule AI Copilot for Customer Service: Embedded generative AI delivering contextualized, natural-language assistance across all service tasks, with integration into broader SAP AI strategy and exclusive access to SAP's business context and knowledge graph.
- 3
Composable Cloud-Native Architecture: Microservices-based, API-first platform running on hyperscaler infrastructure enabling rapid customization with low-code/no-code tools via SAP Build, ensuring future-proof scalability without vendor lock-in concerns.
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Enterprise-Grade Security and Compliance: Built-in ISO/IEC 27001, SOC 2 Type II, GDPR, and industry-specific compliance certifications with dedicated data residency options—essential for regulated industries and global enterprises.
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Service-to-Cash Automation: Unique capability to automate entire service lifecycle from first contact through field resolution to invoicing and revenue recognition through seamless SAP ecosystem integration, reducing manual work and errors.
API Access Available
Walldorf, Germany
102,000+ global employees
190+ countries; primarily North America, Western Europe, Asia-Pacific
- G2 High Performer - Help Desk category
- Leader in enterprise service cloud solutions
- ISO/IEC 27001 certified
- SOC 2 Type II certified (as of 2024)
- SAP Quality Awards - for innovation in CX