SAP

SAP Service Cloud

Composite Score

7.9 /10

CX Score

8.4 /10

20 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.

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

Agent Collaboration

Customer Self Service Capabilities

Multi Channel Support

Agent Scripting

Customer Service Knowledge Management

Contact Center Integration

Intelligent Search

Customer Service Workflow Management

Analytics and Reporting

Customer Community Management

Vendor Capability Ratings

Average 82

Business Value Created

Breadth of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Usability and Intuitiveness

Ease of IT Administration

Quality of Features

Ease of Customization

Ease of Implementation

Availability and Quality of Training

Vendor Support

SAP Service Cloud Reviews

Manoj T.

Role: Operations
Industry: Transportation
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jul 2023

Overall Excellent Software

Likeliness to Recommend

8 /10

What differentiates SAP Service Cloud from other similar products?

Analytics and Reporting: The platform provides analytics and reporting features to track key performance metrics, monitor agent productivity, and identify areas for improvement in the customer service process.

What is your favorite aspect of this product?

Ticket Management: SAP Service Cloud allows businesses to efficiently manage customer support tickets, incidents, and service requests. It streamlines the process of logging, tracking, and resolving customer issues, ensuring timely and effective support.

What do you dislike most about this product?

Nothing to dislike as per my knowledge and experience.

What recommendations would you give to someone considering this product?

I would like to highly recommend to people and business owner to use it.

Pros

Efficient Service
Caring
Altruistic
Acts with Integrity

Ariana F.

Role: Human Resources
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Feb 2025

loyalty intensifies and income increases.

Likeliness to Recommend

8 /10

What differentiates SAP Service Cloud from other similar products?

SAP Service Cloud is a CRM service software that I really like because it revolutionizes customer service management by creating meaningful connections throughout the customer journey, aligning the entire company to accelerate problem resolution while delivering on the brand promise and ensuring future growth.

What is your favorite aspect of this product?

It is a solution that has been helpful in resolving customer issues quickly through a unified agent desktop and access to strategic information and relevant data, helping to drive profitability and customer retention effortlessly.

What do you dislike most about this product?

It is an AI-powered software that improves accuracy and accelerates ticket closing with powerful case management workflows that optimize problem resolution, it is a solution that works perfectly helping to increase profitability.

What recommendations would you give to someone considering this product?

I recommend it because it helps reduce additional costs, reduce time, increase customer confidence and always stay one step ahead. It works perfectly with excellent features, unmatched service, easy handling and security.

Pros

Acts with Integrity
Helps Innovate
Continually Improving Product
Reliable

Lehar A.

Role: Finance
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Aug 2024

User friendly

Likeliness to Recommend

10 /10

What differentiates SAP Service Cloud from other similar products?

It is really very user friendly

What is your favorite aspect of this product?

It's user friendliness and the way it quickly does the work

What do you dislike most about this product?

Nothing at all

What recommendations would you give to someone considering this product?

It is great product to use, maybe you will face some difficulties initially but it's great product you will gey hands on it

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

SAP Service Cloud

What is SAP Service Cloud?

Company Details

Book a Free Demo Today!

SAP Service Cloud Ratings

88 Likeliness to Recommend

100 Plan to Renew

86 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+99 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

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

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

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

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

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

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.

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

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

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

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

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 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.

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.

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 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.

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.

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.

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

Manoj T.

Overall Excellent Software

Likeliness to Recommend

Pros

Ariana F.

loyalty intensifies and income increases.

Likeliness to Recommend

Pros

Lehar A.

User friendly

Likeliness to Recommend

Pros

Feature Ratings

Mobile Customer Care

Agent Collaboration

Customer Self Service Capabilities

Multi Channel Support

Agent Scripting

Customer Service Knowledge Management

Contact Center Integration

Intelligent Search

Customer Service Workflow Management

Analytics and Reporting

Customer Community Management

Vendor Capability Ratings

Business Value Created

Breadth of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Usability and Intuitiveness

Ease of IT Administration

Quality of Features

Ease of Customization

Ease of Implementation

Availability and Quality of Training

Vendor Support