Mar 16-19, 2026Las Vegas, Nevada, NV
SAP Service Cloud
Featured Insiders
Upcoming Events
SAPinsider Las Vegas 2026
Related Vendors
What is SAP Service Cloud?
SAP Service Cloud is part of the SAP Customer Experience portfolio centered upon providing highly efficient and cost-effective customer support throughout an omnichannel customer experience. Regardless of where the customer resides or the time of day, SAP Customer Cloud ensures that the appropriate customer support channel (e.g., self-service, chatbot, telephony) engages and resolves customer service issues.
Ultimately, users of SAP Service Cloud want to achieve greater customer loyalty and lower operating costs. It’s for these reasons that the solution serves retailers and manufacturers of consumer products.
According to SAP: “With the SAP® Service Cloud portfolio, you can improve the speed, efficiency, and cost of customer service operations, better understand customers, and free them to engage with your business on their own terms across all channels. Use it to automate tasks, analyze service operations, and integrate with sales, e-commerce, and other areas so there’s a unified customer view and context – the key to extraordinary, consistent service.”
What is SAP Service Cloud?
SAP Service Cloud is part of the SAP Customer Experience portfolio centered upon providing highly efficient and cost-effective customer support throughout an omnichannel customer experience. Regardless of where the customer resides or the time of day, SAP Customer Cloud ensures that the appropriate customer support channel (e.g., self-service, chatbot, telephony) engages and resolves customer service issues.
Ultimately, users of SAP Service Cloud want to achieve greater customer loyalty and lower operating costs. It’s for these reasons that the solution serves retailers and manufacturers of consumer products.
According to SAP: “With the SAP® Service Cloud portfolio, you can improve the speed, efficiency, and cost of customer service operations, better understand customers, and free them to engage with your business on their own terms across all channels. Use it to automate tasks, analyze service operations, and integrate with sales, e-commerce, and other areas so there’s a unified customer view and context – the key to extraordinary, consistent service.”
Key capabilities include:
- Intelligent routing to ensure the right channel serves the customer.
- Customer sentiment analysis to quickly react and respond to customer complains in emails and tickets.
- Experience management to act upon revenue opportunities based on customer behavior.
- Agent desktop that sues customer history and analytics for a personalized service approach.
Key Considerations for SAPinsiders
- Open the door to digital transformation within the customer service area. In this video case study about Moen, Tim Baker, SVP of Information Technology at Fortune Brands Global Plumbing Group, shares how the company strengthened customer loyalty and digitally transformed its customer service channels. After gaining solid results with its sales team, the company shifted to its consumer services call center that receives thousands of consumer calls throughout North America. … “what we did is we created a digital platform to automate that process and allow them to be much more efficient in the way they answered questions and much more complete in the answers that they gave to consumers. We estimate that there are 50 million Moen owners in North America alone. And we started providing inbound callers that were known to be Moen product owners with e-coupons that they could redeem and purchase our products online.” Watch the full video to learn more.
- Automate document processing for faster response times. When Butterfly Marketing Limited, a home appliances and consumer electronics store in Bangladesh, needed to transform its customer service operations into a digital and automated process, it relied on SAP Service Cloud as part of the solution. A key initiative of the transformation was creating a transparent and quality end-to-end customer omnichannel experience. According to SAP and Butterfly, the project resulted in, “Enhanced complaint management through the auto allocation of service tickets, increasing average response times, reducing manual errors, and supporting higher employee productivity. And improved service ticket integration with complete automation of document processing regarding goods movement and financial transactions, providing greater visibility of the end-to-end document flow.” Read the case study to learn more.
Other solution providers in this space include: ServiceNow and Boomi.
2455 results
A Primer on Information Governance: How to Make Your Information BehaveMay 27, 2011 — Learn how information governance can be applied to one project, or started with one data domain, and can then be extended to the entire enterprise. Ask the right questions to get your company in the right place with information governance, regardless of what system or solution you are using. Key Concept Information governance is a […]
13 minute read
Configure, Run, and Monitor Integration Scenarios in a Pure Java WorldMay 9, 2011 — Learn what needs to be done to configure an integration scenario that is based on the new Java-only deployment option of SAP NetWeaver Process Integration 7.3 — Advanced Adapter Engine Extended (AEX) — in combination with SAP NetWeaver Business Process Management (SAP NetWeaver BPM). Once configured, run and monitor your integration process using the process […]
15 minute read
Integrate Business Rules in Collaborative Business ProcessesFeb 11, 2011 — Learn how to apply best practices in business process model and notation (BPMN) for integrating rules into your process models. See how to apply these best practices with SAP NetWeaver Business Process Management (SAP NetWeaver BPM). Although an explicit rules activity is missing in SAP NetWeaver BPM’s modeling palette, you can use the mapping activity […]
8 minute read
How Rules Manager Helps You Adapt Rules During RuntimeJan 26, 2011 — With the introduction of SAP NetWeaver Business Rules Management as part of SAP NetWeaver Composition Environment, you can increase your flexibility by externalizing often changing rules into a rules management system. The biggest advantage of using a business rules management system is that you can change the rules during runtime as your business requires it. […]
13 minute read
Flow Rulesets: Take Control Over Your Rule’s Execution SequenceNov 16, 2010 — With the introduction of SAP NetWeaver Business Rules Management (SAP NetWeaver BRM) as part of SAP NetWeaver Composition Environment (SAP NetWeaver CE), you can increase your flexibility by externalizing frequently changing rules into a rules management system. See how you can use flow rulesets to manage your rules. Key Concept Business rules management systems allow […]
21 minute read
Data Owner Responsibilities and CharacteristicsAug 12, 2010 — Authored by Vinod Reddy, Data Migration and SAP MM Techno Functional Consultant, Utopia, Inc. Every enterprise will definitely have the objective to improve efficiency and effectiveness in managing data. Efficiency will result in minimizing the cost of administering data and effectiveness will result in maximizing the data quality. From my perspective, a data owner should […]
31 minute read
Use Standard Email Response Templates in the Employee Interaction CenterJul 27, 2010 — Learn the key features of the standard email response templates contained in the Employee Interaction Center (EIC) and see how to set up new templates. These standard response templates allow the EIC call center agents to provide consistent and reliable responses to employee queries. Key Concept The Employee Interaction Center (EIC) is a centralized call […]
6 minute read
What’s New and Exciting In Enhancement Package 4 for the Employee Interaction CenterApr 22, 2010 — Find out about some of the new and enhanced functionality in the Employee Interaction Center (EIC) with enhancement package 4. Learn how it solves previous pain points and meets core requirements. Key Concept The Employee Interaction Center (EIC) is a centralized call center application that is part of SAP’s shared services offering. It delivers employee […]
6 minute read
Take a Serious Look at the “A” in SOA and Gain Flexible, Adaptable ArchitectureFeb 12, 2010 — Understand what the ideal architecture for an enterprise-ready composite application should look like. Discover the pitfalls involved, how to avoid them, and how your decisions influence the overall complexity of the final application. By following these recommendations, you can develop applications that are well prepared for your always-changing IT landscape. Key Concept The basic idea […]
24 minute read
Bring BPM-Based Process Models to Execution: Roles and Data Flow with the Process ComposerJan 12, 2010 — Developing multi-step interactive processes is a challenging task. Find out how to model the data flow within a business process. In addition, learn how to assign roles to your interactive steps and how to define conditions for gateways that care for the branches in your process flow. Finally see how to build, deploy, and run […]
22 minute read