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Customer Self-Service Solutions

Ensure a positive customer experience by providing easy access to answers and support

Empower customers to resolve issues, find answers, initiate service requests, and get instructions on their own through your Web site or mobile app. With customer self-service solutions from SAP, you can increase customer satisfaction and reduce customer service costs by incorporating digital self-service processes into the overall customer experience.

Solution Capabilities

Included Capabilities

Self-Service Support Portal

Provide a superior customer experience through comprehensive self-service

Empower your customers to research problems, seek solutions, and initiate services on their own through intuitive online and personalized self-service support with SAP software. Increase deflection rates, reduce contact center costs while allowing customers to engage in a preferred manner, and provide direct access to agent-assisted service from self-service if needed.

Service Request Management (Cloud)

Manage service requests with insight and effectiveness to solve customer issues in one interaction

Offer your contact center agents and customers a unified agent experience across all interaction channels with multichannel service request management from SAP software. Maximize agent efficiency by capturing a complete conversation history in a single location and apply categorization, routing, and escalation rules to help ensure that service requests are always handled by the right person with the right resolution.


Knowledge Management (Cloud)

Enable customers to find the information they need quickly and efficiently

Help customers get answers to their questions through self-service or agent-assisted responses – with knowledge management software from SAP. Share knowledge from in-house and social community sources, improve your knowledge base with flexible authoring and usage analytics, and enable agents to serve customers better through automatic recommendations and access to a collective knowledge database.

Visual Knowledge Support

Enable customers and field service technicians to resolve issues quickly and cost-effectively

Increase first-time resolution rates by supplying customers and field service technicians with the tools they need to identify, understand, and fix issues the right way. With visual knowledge support software from SAP, you can provide customers with digital product information and assembly instructions. And you can give field service professionals visual safety, assembly, and repair instructions to help them work more efficiently while on-site and resolve issues on the first visit.


Quickly adopt and maintain SAP solutions

Get the support you need to efficiently implement and operate your SAP solutions – and take advantage of new technologies. We offer a range of support services, from foundation level to strategic engagement and co-innovation.

View product documentation

Get a wealth of information – about everything from installation and upgrades to security, integration, and product availability.


Unlock the power of your SAP solution

Simplicity is the key to innovation. And innovation is the key to competitive advantage. SAP Services helps unlock your power and provide a simple path to innovation acceleration and the cloud. 

Our 15,000+ trained and certified consultants are focused on delivering true end-to-end solutions that yield the business outcomes you need to stay competitive. 

And with over 40 years of experience with hundreds of thousands of customers, SAP Services knows how to help your business unlock the power of SAP and Run Simple. SAP Services can help your business:


Support your innovation agenda so you can focus on strategic opportunities

Provide greater accountability to deliver end-to-end engagements with reduced complexity

Expose new product innovation and a path to the cloud with unmatched speed and expertise

Enhance your existing SAP investment with best-in-class knowledge transfer and support

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