Customer service agents can use the Agent Desktop to work on several business processes and communication items simultaneously.

The Agent Desktop is the central work environment for an agent in SAP Service Cloud Version 2. Agent Desktop enables service agents to engage with customers efficiently across multiple communication channels and includes supporting tools like: automatic customer identification and search, detailed customer information, knowledge base integration, and case creation.

SAP Service Cloud Version 2 provides an integrated, cloud-based communication stack allowing multisession communication with customers in real time.