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

Camila B.

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

Validated Review

Verified Reviewer

Submitted Jun 2022

Fast yet tremendous tool for everyday use

Likeliness to Recommend

10 /10

What differentiates SAP Service Cloud from other similar products?

Through our support department and in the line of work, SAP Service enables us to give timely responses and remedies. We can now deliver excellent customer support, promptly resolve problems, and improve our customer services first-time repair rate. It supports a wide range of data formats and connection possibilities, as well as delivering excellent speed while placing orders.

What is your favorite aspect of this product?

The UI is excellent, allowing the operator to get a comprehensive picture of the client and activities. The multi-tab UI enables managers to work on or inspect many locations or objects before having to close the last one. Workers have a lot of freedom, which allows them to effortlessly adapt the stream of the customer contact.

What do you dislike most about this product?

Despite all of the pros, there are certain cons that we have encountered and seen over our experience using it. SAP Service Cloud is updated on a quarterly basis. Users may find it challenging to take use of almost all the features and capabilities from an adoption standpoint.

What recommendations would you give to someone considering this product?

Since using SAP cloud service, in our production, monitoring the sufficient inventory and performing a switch is simple, and communicating has become much easier. The ability to rapidly allocate prospects was a fantastic feature. All we need now is to set enhance employee map by location, and the leaders will be assigned immediately.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Enables Productivity

Meghan l.

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

Validated Review

Verified Reviewer

Submitted Jun 2022

SAP Service Cloud Review.

Likeliness to Recommend

10 /10

What differentiates SAP Service Cloud from other similar products?

It is very easy to use. It has clean and simple interface. It saves on time. It has good customer service.

What is your favorite aspect of this product?

Good customer service. Saves on time. User friendly.

What do you dislike most about this product?

No dislike because it is serving as required.

What recommendations would you give to someone considering this product?

Yes I would recommend this product to others.

Pros

Helps Innovate
Reliable
Enables Productivity
Trustworthy

Kari C.

Role: Sales Marketing
Industry: Utilities
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Aug 2021

Productive Customer Service Software

Likeliness to Recommend

10 /10

What differentiates SAP Service Cloud from other similar products?

SAP Service Cloud has developed a self portal for clients, which is helpful in creating a one on one discussion platform. Again, SAP Service Cloud has a customer knowledge management system, where different policies and standards are deployed.

What is your favorite aspect of this product?

SAP Service Cloud has looked for solid contact centers, where it integrates with them significantly and this increases the direct conversation capacity. More so, SAP Service Cloud deployed a suitable intelligence search, which also makes the company always ahead through customer analytical capacity.

What do you dislike most about this product?

SAP Service Cloud is a tactical program, which massively engage customers, and bring a substantial rapport among clients, Also, SAP Service Cloud offers the analytical procedures, where conversations are analyzed.

What recommendations would you give to someone considering this product?

SAP Service Cloud has captured the customer assistance role efficiently, and there is proper way of channeling complaints, without getting late. More so, SAP Service Cloud progressively develop a knowledge base for customers.

Pros

Helps Innovate
Continually Improving Product
Reliable
Enables Productivity

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

Camila B.

Fast yet tremendous tool for everyday use

Likeliness to Recommend

Pros

Meghan l.

SAP Service Cloud Review.

Likeliness to Recommend

Pros

Kari C.

Productive Customer Service Software

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