SAP Service Cloud Features

Platform (6)

Mobile User Support: Allows software to be easily used on multiple mobile devices include phone and tablet devices. This feature was mentioned in 90 SAP Service Cloud reviews.
Customization: Allows users to customize chat colors, text, logos, and branding. 95 reviewers of SAP Service Cloud have provided feedback on this feature.
User, Role, and Access Management: Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. This feature was mentioned in 89 SAP Service Cloud reviews.
Integration: Integrates with other customer service software to improve support and enhance functionality 89 reviewers of SAP Service Cloud have provided feedback on this feature.
Reporting: Provides analytics tools that reveal important business metrics and track progress This feature was mentioned in 89 SAP Service Cloud reviews.
Dashboards: Displays important metrics relating to performance 89 reviewers of SAP Service Cloud have provided feedback on this feature.

Ticket Creation User Experience: User Experience of creating and submitting a ticket 93 reviewers of SAP Service Cloud have provided feedback on this feature.
Ticket Response User Experience: As reported in 93 SAP Service Cloud reviews. User Experience of responding and receiving a response
Workflow: As reported in 96 SAP Service Cloud reviews. Route tickets based on values of fields, changes to ticket status and time based conditions
Automated Response: Respond to common requests with standard reply This feature was mentioned in 93 SAP Service Cloud reviews.
SLA Management: Based on 89 SAP Service Cloud reviews. Offers tools for managing and tracking service-level agreements (SLAs)
Attachments/Screencasts: Documents and files can be attached to the ticket to communicate with customer issues/resolutions 89 reviewers of SAP Service Cloud have provided feedback on this feature.
Ticket Collaboration: As reported in 91 SAP Service Cloud reviews. Share and collaborate on tickets with multiple customer service representatives
Customer/Contact Database: Based on 89 SAP Service Cloud reviews. Central repository for account and contact information

Customer Portal: Based on 90 SAP Service Cloud reviews. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
Email to Case: Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket This feature was mentioned in 90 SAP Service Cloud reviews.
Live Chat Support: As reported in 90 SAP Service Cloud reviews. Ability for customer service agents to communicate with customers via live chat to solve problems live
Social Media Integration: Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks This feature was mentioned in 84 SAP Service Cloud reviews.
Voice: Based on 85 SAP Service Cloud reviews. Make and receive calls directly in the application. Track and record calls for analysis.

Knowledge Base: Based on 97 SAP Service Cloud reviews. Provides a repository of information that can be used by those seeking support.
Searchable Articles: As reported in 95 SAP Service Cloud reviews. Makes articles in the knowledge base searchable on the web.
Community Forums: Based on 95 SAP Service Cloud reviews. Enables users to engage with other users to solve common issues.
Mobile Optimization: As reported in 93 SAP Service Cloud reviews. Optimizes the customer self-service experience on mobile devices
Personalization: Based on 101 SAP Service Cloud reviews. Gives the user targeted, personalized results based on their activity or preferences

Branding: As reported in 98 SAP Service Cloud reviews. Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.
Automation: Automates some or all operation related tasks This feature was mentioned in 100 SAP Service Cloud reviews.
Artificial Intelligence: Utilizes artificial intelligence to improve workflows or customer experiences This feature was mentioned in 97 SAP Service Cloud reviews.
Integrations: Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools This feature was mentioned in 98 SAP Service Cloud reviews.

Personalization: As reported in 65 SAP Service Cloud reviews. Identifies the customer and personalizes interaction at every touchpoint.
Omnichannel: Allows multiple related channels to interact at once to reduce transfers. This feature was mentioned in 60 SAP Service Cloud reviews.
Contextual Engagement: Prompts agents to engage customers based on contextual data, such as product usage or conversation history. 60 reviewers of SAP Service Cloud have provided feedback on this feature.
Proactive Engagement: Based on 62 SAP Service Cloud reviews. Provides features for sending outbound messages to engage customers through proactive support.

Intelligent Routing: Can route contacts to agents the customer has worked with before. 62 reviewers of SAP Service Cloud have provided feedback on this feature.
Seamless Escalation: Provides features for escalating conversations to the appropriate agent. This feature was mentioned in 60 SAP Service Cloud reviews.
Transcripts: Maintains a transcript of conversations from all channels. 59 reviewers of SAP Service Cloud have provided feedback on this feature.
Self-Serve Support: Based on 64 SAP Service Cloud reviews. Enables customers to resolve queries or issues without the assistance of an agent.

AI Text Generation: Allows users to generate text based on a text prompt. This feature was mentioned in 33 SAP Service Cloud reviews.
AI Text Summarization: Condenses long documents or text into a brief summary. This feature was mentioned in 34 SAP Service Cloud reviews.
AI Text Summarization: Condenses long documents or text into a brief summary. 26 reviewers of SAP Service Cloud have provided feedback on this feature.
AI Text Generation: Allows users to generate text based on a text prompt. 17 reviewers of SAP Service Cloud have provided feedback on this feature.
AI Text Summarization: Condenses long documents or text into a brief summary. 17 reviewers of SAP Service Cloud have provided feedback on this feature.
AI Text Generation: Based on 16 SAP Service Cloud reviews. Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary. This feature was mentioned in 16 SAP Service Cloud reviews.

Autonomous Task Execution: As reported in 10 SAP Service Cloud reviews. Capability to perform complex tasks without constant human input
Multi-step Planning: Ability to break down and plan multi-step processes This feature was mentioned in 10 SAP Service Cloud reviews.
Cross-system Integration: Works across multiple software systems or databases 10 reviewers of SAP Service Cloud have provided feedback on this feature.
Adaptive Learning: Improves performance based on feedback and experience 10 reviewers of SAP Service Cloud have provided feedback on this feature.
Natural Language Interaction: Based on 10 SAP Service Cloud reviews. Engages in human-like conversation for task delegation
Proactive Assistance: As reported in 10 SAP Service Cloud reviews. Anticipates needs and offers suggestions without prompting
Decision Making: Based on 10 SAP Service Cloud reviews. Makes informed choices based on available data and objectives