SAP Service Cloud Features

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

Allows users to customize chat colors, text, logos, and branding.

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Set up connections to third-party platforms to improve business processes

Provides analytics tools that reveal important business metrics and track progress

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Access software remotely via mobile devices

User Experience of creating and submitting a ticket

User Experience of responding and receiving a response

Route tickets based on values of fields, changes to ticket status and time based conditions

Respond to common requests with standard reply

Set and monitor service level agreements to ensure timely response and resolution

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

Share and collaborate on tickets with multiple customer service representatives

Central repository for account and contact information

Create, design and manage workflows for repetitive tasks

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Track, manage, or resolve user requests and IT incidents/issues

Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc.

Monitor wait time and abandonment for incoming requests that have not been routed

Organize, prioritize, and manage incoming communications

Allow customers/users to submit support queries and service requests

Manage, store and organize emails within the system or via third-party apps

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

Ability for customer service agents to communicate with customers via live chat to solve problems live

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

Make and receive calls directly in the application. Track and record calls for analysis.

Chat with your counterparts over the video in real time

Provides a repository of information that can be used by those seeking support.

Makes articles in the knowledge base searchable on the web.

Enables users to engage with other users to solve common issues.

Optimizes the customer self-service experience on mobile devices

Gives the user targeted, personalized results based on their activity or preferences

Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.

Automates some or all operation related tasks

Utilizes artificial intelligence to improve workflows or customer experiences

Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools

Identifies the customer and personalizes interaction at every touchpoint.

Allows multiple related channels to interact at once to reduce transfers.

Prompts agents to engage customers based on contextual data, such as product usage or conversation history.

Provides features for sending outbound messages to engage customers through proactive support.

Can route contacts to agents the customer has worked with before.

Provides features for escalating conversations to the appropriate agent.

Maintains a transcript of conversations from all channels.

Enables customers to resolve queries or issues without the assistance of an agent.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Use AI to generate content in the form of text, images, videos, etc.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Capability to perform complex tasks without constant human input

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Tickets are automatically assigned to specific agents based on predefined rules

AI-based platform which conducts a conversation via auditory or textual methods

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

Create and automatically send premade copy in response to customer messages

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Active monitoring of systems, applications, or networks

Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system

Games or game-like elements to track progress and reward accomplishments

Recording, transcription, and analysis of sales calls for the purpose of training and generating insights

Customize data fields to support various needs and use cases

Gauge satisfaction and receive information for improvement and success

Quantifiable metrics to track objectives, gauge milestones, and evaluate the success of a particular activity

Provides a channel for team members to share media files, communicate, and work together

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Recognize/detect varying frequencies in a person's voice to identify/verify "who" is speaking

Ability to chat online in real time

Automatically handle routine, repetitive tasks and processes without the need for manual intervention

Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response

Identify different languages

Allows users to manage data from a number of sources

Predict future data based on historical data sets

Application programming interface that allows for integration with other systems/databases

System alerts about the need to escalate an issue or request

Protect sensitive data for digital privacy

Track interaction history by documenting conversations for contacts

Arrange tasks based on the level of priority or urgency

Securely stores data to prevent data loss or breaches

Templated responses for responding quickly to recurring support requests

A set of indicators that tracks the performance of networks, applications, systems, teams, etc.

Allow users to access multiple services after entering their login credentials once

Access the system via a mobile application

View and track pertinent metrics to find patterns and gain insights from data

Define levels of authorization for access to specific files or systems

Pre-made examples and templates for emails

Notifications that are delivered to users as soon as an event occurs

Automatic reply functionality for incoming messages

Import and export data to and from software applications

Adjust communications based on previous interactions or personal preferences

Streamlining repetitive tasks and activities through automated and predefined workflows