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SAP Service Cloud Logo
SAP

SAP Service Cloud

Composite Score
7.9 /10
CX Score
8.4 /10
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SAP Service Cloud
7.9 /10

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.

Company Details

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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.

88 Likeliness to Recommend

100 Plan to Renew

86 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.

+99 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
0% Neutral
100% Positive

Pros

  • Performance Enhancing
  • Enables Productivity
  • Trustworthy
  • Efficient Service

Feature Ratings

Average 87

Mobile Customer Care

95

Agent Collaboration

94

Customer Self Service Capabilities

92

Multi Channel Support

90

Agent Scripting

89

Customer Service Knowledge Management

89

Contact Center Integration

86

Intelligent Search

85

Customer Service Workflow Management

84

Analytics and Reporting

83

Customer Community Management

81

Vendor Capability Ratings

Average 82

Business Value Created

89

Breadth of Features

86

Ease of Data Integration

85

Product Strategy and Rate of Improvement

85

Usability and Intuitiveness

83

Ease of IT Administration

82

Quality of Features

81

Ease of Customization

81

Ease of Implementation

81

Availability and Quality of Training

78

Vendor Support

76

SAP Service Cloud Reviews

Atharva K.

  • Role: Information Technology
  • Industry: Chemicals
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Oct 2024

Good product but has scope for improvement

Likeliness to Recommend

8 /10

What differentiates SAP Service Cloud from other similar products?

Personalization in user interfaces depending upon the business roles Data protection

What is your favorite aspect of this product?

Data protection

What do you dislike most about this product?

Contract life cycle Front end portal for customer ticket management

What recommendations would you give to someone considering this product?

The pricing is high and the frontend portal for customer is not good

Pros

  • Continually Improving Product
  • Enables Productivity
  • Trustworthy
  • Effective Service

Adriel A.

  • Role: Operations
  • Industry: Construction
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Apr 2024

Saves Times and Has Wonderful Experience

Likeliness to Recommend

9 /10

What differentiates SAP Service Cloud from other similar products?

What makes the tool shine is the user interface and what the tool has to offer. Its an easy to use with ease of integration with third party applications. The tool allows you to engage and sort the customers complains and tickets with a click of a button. It also has a ticketing system and a reward or loyalty program.

What is your favorite aspect of this product?

We are able to engage with customers and able to sort them depending on the urgency of the matter. Ease of use and implementation.

What do you dislike most about this product?

There is no much of a dislikes as the tool meets the requirements.

What recommendations would you give to someone considering this product?

Its a tool that you should consider as it helps to take care of your customers.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Yash S.

  • Role: Industry Specific Role
  • Industry: Chemicals
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2024

Working well, but requires more resources

Likeliness to Recommend

7 /10

What differentiates SAP Service Cloud from other similar products?

Smart omnichannel support and AI capabilites are the things whichakes it unique. Also it can be integrated with other SAP applications

What is your favorite aspect of this product?

Complete Understanding of customers interactions and preference that help in more peronalized and better customer service

What do you dislike most about this product?

It requires a SAP ecosystem for effective implementation. Also new users requires a lot of training to learn it

What recommendations would you give to someone considering this product?

They should evaluate the integration needs as it will work better when a SAP ecosystem is there

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Enables Productivity