SAP Service Cloud V2

Service

Customer service that doesn't require three escalations to get an answer. Built on SAP Service Cloud V2 — configured by people who've run the implementation from kickoff to hypercare.

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What you get

Key capabilities

Omnichannel Ticketing

Handle requests from email, phone, chat, and portal in a single agent workspace. No more switching between systems to get context.

AI-Assisted Resolution

Intelligent suggestions help agents resolve issues faster and more consistently — especially useful for complex B2B service scenarios.

Self-Service Portal

Customers can log tickets, track status, and find answers themselves. Reduces inbound volume and improves satisfaction.

SLA Management

Define and enforce service levels per customer segment, product line, or contract. Escalations happen automatically when needed.

Knowledge Base

Structured repository for troubleshooting guides and product docs — searchable by agents and customers alike.

Field Service Integration

Escalate tickets directly to on-site technicians via SAP FSM, with full case context preserved. No re-keying.

What Spadoom delivers

B2B service organisations have it harder than B2C. Contracts vary per customer. Products are complex. Technicians are expensive. Escalations carry real financial risk. We’ve implemented SAP Service Cloud V2 for manufacturers, pharmaceutical companies, and utilities — where getting it wrong means broken SLAs and unhappy enterprise customers.

Our implementations go deep on contract-based service, integration with ERP for warranty and asset data, and escalation workflows to Field Service Management. We don’t do out-of-the-box deployments — every project is scoped to what your service model actually requires.

We also run SAP Service Cloud V2 for our own service desk. The workflows we recommend are the ones we use ourselves every day.

The integration problem

SAP Service Cloud V2 becomes significantly more powerful when it’s connected to the right systems. Agents need to see order history from ERP. They need to know if the product is under warranty. They need to dispatch technicians without re-entering information.

We handle these integrations as standard. If you’re on S/4HANA, SAP ECC, or SAP Commerce Cloud, the connectors are well-trodden ground. For non-SAP systems, we scope the integration as part of the project — not as an afterthought.

Why V2 matters

SAP Service Cloud V2 is rebuilt from the ground up. Not a reskin — a fundamentally different platform:

Composable architecture — add capabilities without touching the core. Extensions survive upgrades.
AI-native — intelligent case routing, suggested responses, and sentiment analysis are built in.
Unified agent desktop — one workspace for all channels. No more alt-tabbing between systems.
Real-time event processing — trigger actions based on customer behaviour as it happens, not hours later.
Quarterly releases — continuous innovation without migration projects.

V1 served its purpose. V2 is where SAP’s R&D investment goes. We’ve been implementing V2 since early availability — which means our team has seen the edge cases your team hasn’t hit yet.