5 Things You Need to Know About SAP Service Cloud

July 5, 2018

SAP Service Cloud can be the solution to increase your profit and customer retention rate. It is designed to help your agents and managers provide better experience to customers. This can be crucial if you are running a customer service center, which customers can contact when they need to buy or inquire about something. As a cloud-based IT solution, SAP Service Cloud offers a more flexible and future-proof way to increase productivity, reduce downtime, and improve the quality of your customer service. Here are five things you need to know about SAP Service Cloud:

  1. You get a cloud-based support solution.
    All capabilities of SAP Service Cloud are accessible from various web browsers. It helps you improve your customer service experience, lets you manage certain tasks better, such as creating new tickets. Likewise, it makes it easier to track support requests, collaborate with agents for a faster way to resolve issues, and access a knowledge base to seek answers independently and minimize service costs.
  2. It comes with features that are designed to make it easier for agents to enhance the customer experience.
    Multi-channel service ticketing provides a more centralized experience for agents across phone, email, and chat. Response management for emails make it easier to look back at conversation histories in one place to maximize the efficiency of agents. Escalation and routing rules are applied to make sure that cases will always be sent to and handled by the right individual.
  3. Achieve higher adoption among users with SAP Service Cloud
    You may implement a great service solution but adoption among users can always pose a challenge for you. With SAP Service Cloud’s easy, intuitive, and user friendly front-end, users quickly get hooked on to the systems and thus increasing the adoption rate.
  4. Choose the right SAP consulting partner to implement SAP Service Cloud
    Working with a premium SAP consulting partner with immense experience with SAP Service Cloud should make it easier to plan and implement SAP Service Cloud with a self support portal leveraging the SAP Cloud Portal. If you have an existing SAP Service Cloud, the same consulting partner can leverage the solution to ensure full compliance with your business requirements.

Author: The Knack Systems Team

Words from the in-house SMEs at Knack Systems.


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