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SAP Hybris Cloud for Service

Deliver exceptional customer service with cloud-based software from SAP

SAP Hybris Cloud for Service

Deliver exceptional customer service with cloud-based software from SAP

Stay a step ahead of customer expectations with SAP Hybris Cloud for Service. This cloud-based customer service software makes it easy to offer multiple service channels, access complete and contextual customer information, and gain real-time insight into call centre performance.

Why SAP Hybris Cloud for Service?

Because to delight today’s value-savvy, socially engaged, and better-informed customers, you need the best help desk and call centre technology available. Our service cloud software includes multi- channel ticketing, real-time service analytics, ERP integration, and more.


Deliver a consistent service experience across all channels – including e-mail, Web, chat and phone

Give customers control – and access to your knowledge base – with a branded self-service support portal

Provide agents with easy access to complete, contextual, and up-to-the-minute customer information

Get real-time insight into service performance with powerful analytics and embedded dashboards


Product Capabilities

Learn about the core capabilities in SAP Hybris Cloud for Service:

Multi-Channel Service Ticketing

Provide a unified agent experience across all interaction channels – including e-mail, Web, chat, and phone – with multi-channel service ticketing.

  • Capture complete conversation history in a single place – to maximise agent efficiency
  • Ensure that cases are always handled by the right person with routing and escalation rules
In-Context Social Collaboration

Use social collaboration tools to harness collective expertise, relevant customer information, and crowdsourcing – all in the context of your accounts and service requests.

  • Use an integrated feed for instant, efficient collaboration across your enterprise
  • Crowdsource and share service best practices as well as relevant account information
  • Connect with your extended team – including sales staff on the road
  • Share in-context knowledge to support resolution efforts
Knowledgebase Integration

Equip your service agents with integrated information from your existing knowledgebase – so they can respond intelligently and consistently in real time. 

  • Increase agent productivity with automatic recommendations
  • Take advantage of collective team know-how by surfacing similar tickets
  • Easily share knowledgebase content with customers
Service Analytics

Give managers real-time insight into your team’s customer service performance with powerful analytics and easy-to-use dashboards.

  • Monitor real-time service performance with pre-built dashboards
  • Use pre-built reports to track response times, handle times, priorities, and escalation trends
  • Dig deeper into data using a Microsoft Excel add-in
  • Maximise insight with access to SAP Business Warehouse analyses
ERP Integration

Get easy access to real-time back office information – for the big picture insights you need to make the best possible customer service decision, every time.

  • Access complete customer history including recent orders and payment records
  • Synchronise master data for consistency across customer, contact, and product information
Social Customer Service

Leverage social media channels such as Facebook and Twitter to engage with customers and help them quickly resolve their own service queries.

  • Integrate Facebook and Twitter into your service queue
  • Identify priority messages among millions of posts and tweets – and respond quickly
  • Add social media information to customer profiles to develop a more complete customer picture
  • Build brand reputation while strengthening customer loyalty online
Self-Service Customer Portal

Offer your customers even greater choice – allowing them to take control of their service issues from a branded self-service support portal.

  • Let your customers create new tickets from a branded support website
  • Allow your customers to track the status of their existing support tickets
  • Provide your customers with access to your company's knowledge base
Implementation Experience

Simulate your SAP Hybris Cloud for Service implementation – so you know what to expect. This service provides registrants with guided procedures, a dedicated SAP Hybris Cloud for Customer system, and the necessary materials to simulate the implementation of SAP Hybris Cloud for Service.

  • The SAP Hybris Cloud for Customer system is provided for two weeks
  • The experience is self-paced, and the simulation is estimated to take two days

See what our customers are saying


Bona is a worldwide leader in hardwood floor care. Find out how the company is using SAP Cloud for Service and SAP Hybris Cloud for Social Engagement to speed up claim resolution, proactively spot trends, and engage customers on social media.

Free trial

Need a robust CRM solution for a small team? SAP Digital CRM is for you. Try it for free today. Then after 30 days, choose to continue with a $23 per user per month. It offers robust, enterprise-grade capabilities, it's flexible and scales with your business.

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