SAP Service Cloud - 2025 Pricing, Features, Reviews & Alternatives

SAP Service Cloud is a customer support software that helps businesses leverage artificial intelligence (AI) to resolve clients’ queries on a centralized platform. With its machine learning capabilities, managers can examine incoming service tickets, sort them into relevant categories, and automatically assign tasks to available agents.

Customers can use the self-service portal to troubleshoot, track the status of submitted tickets, and request assistance from remote teams. SAP Service Cloud allows agents to access clients’ profiles, order history, transactional records, and previous interactions to facilitate customer service processes. It also lets managers collect technicians’ feedback and interact with clients through calls, email, or chats.

Key features of SAP Service Cloud include inventory management, forecasting, GPS tracking, document storage, data import, reporting, and work order management. It provides a planning board, which lets administrators view agents’ upcoming schedules and ongoing activities on the timeline. Managers can also use the field service management solution to schedule and dispatch technicians for preventive maintenance across various locations.