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What’s New in SAP Service Cloud v2

SAP Service Cloud v2 is the new SAP’s cloud-based solution designed to streamline customer service operations and foster greater customer satisfaction. We invite you to explore its functionalities and unique features in this article.

SAP Service Cloud new features

Last year, SAP presented the latest version of their cloud-based customer service solution – SAP Service Cloud v2. The new solution offers enhanced features and improvements over its previous predecessor, making it even more efficient and user-friendly for businesses of all sizes.

In this article, we will take a closer look at some of the key updates and new features that have been introduced in SAP Service Cloud v2.

What Does SAP Service Cloud Do?

SAP Service Cloud empowers businesses to manage customer service operations effectively, therefore improving the overall customer experience. Its core functionalities provide tools for customer service agents to access a complete view of the customer, enabling them to offer personalized support. This omnichannel approach ensures that customers receive consistent service, regardless of the platform they choose to engage on. Ultimately, SAP Service Cloud drives higher customer satisfaction and loyalty by enabling businesses to deliver quick, accurate, and personalized service experiences at scale.

SAP Service Cloud v2 Development, Launch, and Roadmap

SAP Service Cloud 2 represents an evolutionary stage in SAP’s development of cloud-based customer service solutions, introducing new features and improvements to enhance user experience and operational efficiency. The new product stands out with its architecture and the depth of integration capabilities, underscoring SAP’s commitment to customer service innovation in an increasingly digital environment.

SAP Service Cloud v2 was launched in Q2 2023 as part of the SAP Customer Experience suite, with feedback from early adopters and functionalities refinement that followed in the second half of 2023. With its product roadmap reflecting constant improvement and adaptation to meet the changing needs of businesses and customers, SAP Service Cloud v2 promises to remain a leader in customer service technology.

How Does SAP Service Cloud v2 Stand Out

The new version of SAP Service Cloud stands out with its comprehensive architecture and AI features, which ensure flexibility and customization. Some of the key features that distinguish SAP Service Cloud v2 from its predecessor include:

  • enhanced flexibility and integration capabilities
  • seamless user experience
  • advanced analytics, AI, and GenAI capabilities built-in natively
  • customization capabilities
  • scalability and robustness

Enhanced Flexibility and Deeper Integration Options

SAP Service Cloud v2 is a more robust and flexible platform that allows for deeper customization and integration with non-SAP systems. This ensures smoother operations across various departments and tools within an organization, breaking down silos and enhancing overall efficiency. Better integration capabilities also mean that businesses can adapt to changing demands and technology landscapes without disrupting their operations.

Seamless User Experience

The new user interface empowers agents to be more efficient. Instead of having to look into multiple systems, they can work in one workspace that unifies all relevant information on customer interactions. The simple and intuitive interface means that agents can resolve issues quickly, without the need for extensive training. This helps in reducing response times and increasing customer satisfaction.

Advanced Analytics and AI Capabilities

One of the most significant enhancements in SAP Service Cloud v2 is its advanced analytics and AI capabilities. The platform leverages machine learning algorithms to analyze customer data, allowing businesses to gain deeper insights into customer behavior, preferences, and needs. This enables proactive customer service that predicts and anticipates their needs better. Additionally, SAP Service Cloud v2 features advanced genAI-driven functionalities such as genAI-generated summaries of service interactions, sentiment analysis, and profanity detection, freeing up agents’ time to focus on more complex issues. It is important to note that no other competitor solution has AI and ML capabilities natively built in.

GenAI in customer service

Customization Capabilities

SAP Service Cloud v2 also allows for extensive customization options, enabling businesses to tailor the platform to their specific needs and processes. The low code-no code approach allows users to customize the solution with minimum changes in the code. This includes custom fields, workflows, and layouts, providing a more personalized experience for both agents and customers. With improved customization capabilities, businesses can align the platform with their unique customer service strategies and better serve their customers.

Scalability and Robustness

The architecture of SAP Service Cloud v2 is designed for greater scalability and robustness, ensuring that companies can easily adapt to growing business needs and fluctuating customer demands. This is also supported by the platform’s advanced AI capabilities, which enable businesses to manage a higher volume of customer inquiries and interactions more efficiently.

New features in SAP Service Cloud v2

Highlights of the new SAP Service Cloud version 2 include a completely rebuilt agent desktop, improved e-mails and templates and new service objects and case management features. Below is a list of important new features of SAP Service Cloud v2.

Agent Desktop

  • Multi-catalogs in customer interactions (phone call, message, or chat)
  • Integration with SharePoint, Confluence, and other knowledge bases
  • Table view display for Related Objects in the Customer Hub
  • Extension fields in the Account View of the Customer Hub

agent desktop service cloud

Agent Desktop in SAP Service Cloud v2

GenAI-powered Features

  • Auto-translation of incoming requests and outgoing replies
  • Profanity detection
  • GenAI case summaries
  • Sentiment analysis / mood detection
  • Similar case recommendation

E-mail and Templates

  • Automated actions with Autoflow
  • Enablement of email templates
  • Email preview
  • Email channel and template support for specific customer incidents

Email and Templates in SAP Service Cloud v2

Service Objects

  • Enablement of attachments
  • List of related service objects
  • Change history
  • Items hierarchy maintenance

Case Management and Case Designer

  • Automatic update of the case list
  • Case summary and export into PDF
  • Home page tiles
  • Multi-level categorization
  • Pre-conditions for Case Steps
  • Filters for case type
  • Extensibility of the case detail view
  • Attachments in the case quick view

Solution Finder

  • Work zone knowledge base integration

Why choose SAP Service Cloud v2?

SAP Service Cloud differentiates itself from competitors with its natively integrated AI and ML capabilities. AI technology in SAP Service Cloud v2 extends far beyond traditional customer service and perfectly complements the SAP Customer Experience suite. From automation of routine tasks to enhanced customer understanding and better engagement – AI features of SAP Service Cloud empower businesses to stay ahead in the increasingly competitive market.

Furthermore, the platform’s flexible architecture, advanced customization options, and seamless integration capabilities make it a top choice for businesses looking to streamline their customer service operations. With its constant innovations and improvements, SAP Service Cloud v2 is well-equipped to meet the evolving needs of customers and businesses in an increasingly demanding digital environment.


Authors and Contributors

Manuela Fritzl | Experience Management Consulting Lead, NETCONOMY

At NETCONOMY Manuela is responsible for the topic of experience management. This includes everything from researching trends, users, and topics as well as the planning and creation of experience management programs.

Denis Gonc

Denis Gönc | Solution Architect, NETCONOMY

As a Solution Architect, Denis aligns technical solutions with business needs of NETCONOMY customers. He manages projects, conducts workshops, and ensures solutions meet budget and function requirements. As a liaison between business stakeholders and delivery teams, he advocates for viable solutions and drives innovation within the consulting department.

Mila Zvicer | Head of Marketing, NETCONOMY

Mila is experienced in developing positioning and messaging strategies, and running marketing projects within the technology and software industry. Passionate about innovation, customer behavior and brand building. Inspired by the power of content marketing and effective storytelling.