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SAP

SAP Service Cloud

Composite Score

8.0 /10

CX Score

8.3 /10

23 Reviews Write a Review

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What is SAP Service Cloud?

The SAP Service Cloud solution revolutionizes customer service management by creating meaningful connections throughout the customer journey. See how you can accelerate issue resolution while delivering on your brand promise and securing future growth.

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SAP Service Cloud Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on SAP Service Cloud.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

86 Likeliness to Recommend

94 Plan to Renew

82 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+93 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love SAP Service Cloud?

0% Negative

6% Neutral

94% Positive

Pros

Enables Productivity
Trustworthy
Caring
Saves Time

Feature Ratings

Average 86

Customer Self Service Capabilities

Agent Collaboration

Mobile Customer Care

Multi Channel Support

Contact Center Integration

Customer Service Knowledge Management

Customer Service Workflow Management

Agent Scripting

Analytics and Reporting

Intelligent Search

Customer Community Management

Vendor Capability Ratings

Average 79

Business Value Created

Breadth of Features

Ease of IT Administration

Quality of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of Customization

Usability and Intuitiveness

Availability and Quality of Training

Ease of Implementation

Vendor Support

SAP Service Cloud Reviews

chetan s.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jan 2023

SAP Service Cloud's Effect on Our Company.

Likeliness to Recommend

10 /10

What differentiates SAP Service Cloud from other similar products?

License costs are very different, but both have comparable features to offer. However, SAP has a slight advantage because the integration adapters that were provided are much better than those provided by competitors, and because we also had inventory that was on the SAP platform, it is preferable to integrate with SAP Service Cloud.

What is your favorite aspect of this product?

As a consolidated platform for handling support and customer service requests, we employ SAP Service Cloud. We can keep track of and manage customer cases, allocate them to the right team members, and track the development of resolutions. Customer happiness, response times, and internal process optimization are some of the business issues that SAP Service Cloud addresses.

What do you dislike most about this product?

For interactive answers, mobile application user interfaces can be better. It is possible to enhance the knowledge article publishing capability to make it simpler to locate and access pertinent articles.

What recommendations would you give to someone considering this product?

Based on my two years of experience, SAP Service Cloud is ideal for businesses that must handle a high volume of support and customer service requests. Since it enables teams to swiftly handle comparable issues utilizing knowledge articles, businesses and organizations with a high amount of similar requests will find it to be a gem.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

joseph m.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2023

Ease of use.

Likeliness to Recommend

9 /10

What differentiates SAP Service Cloud from other similar products?

Ease of use and configuration. Data integration from different sources. Security and governance are highly enabled.

What is your favorite aspect of this product?

High data security. Can be accessed by different types of devices from different locations. Easy for workflow management and follow up

What do you dislike most about this product?

Lack of readily available training.

What recommendations would you give to someone considering this product?

You need this tool for workflow management and follow up.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Enables Productivity

Anil T.

Role: Industry Specific Role
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Dec 2022

Must use products for B2B

Likeliness to Recommend

8 /10

What differentiates SAP Service Cloud from other similar products?

The best thing about serving clients with this software was to start their day. This way you can find everything ready in the morning to plan your day. We also provide all kinds of information and options to help you serve your clients.

What is your favorite aspect of this product?

It has excellent integration with third parties and external systems. He has a great support team. The ticket management system is nice and well designed especially for small devices. It leads the market in its field due to its highly reliable and scalable features.

What do you dislike most about this product?

It takes time to get used to all the features, but once you get the experience you will be able to work smoothly.

What recommendations would you give to someone considering this product?

A must-have product for implementing CRM and ticket management systems!!!

Pros

Helps Innovate
Continually Improving Product
Efficient Service
Inspires Innovation

SAP Service Cloud

What is SAP Service Cloud?

Company Details

Book a Free Demo Today!

SAP Service Cloud Ratings

86 Likeliness to Recommend

94 Plan to Renew

82 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+93 Net Emotional Footprint

How much do users love SAP Service Cloud?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Customer Community Management Creation and management of branded and focussed user communities.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

SAP Service Cloud Reviews

chetan s.

SAP Service Cloud's Effect on Our Company.

Likeliness to Recommend

Pros

joseph m.

Ease of use.

Likeliness to Recommend

Pros

Anil T.

Must use products for B2B

Likeliness to Recommend

Pros

Feature Ratings

Customer Self Service Capabilities

Agent Collaboration

Mobile Customer Care

Multi Channel Support

Contact Center Integration

Customer Service Knowledge Management

Customer Service Workflow Management

Agent Scripting

Analytics and Reporting

Intelligent Search

Customer Community Management

Vendor Capability Ratings

Business Value Created

Breadth of Features

Ease of IT Administration

Quality of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of Customization

Usability and Intuitiveness

Availability and Quality of Training

Ease of Implementation

Vendor Support