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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

Alain M.

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

Submitted Jul 2021

Going Digital in a Post Covid-19 Era

Likeliness to Recommend

9 /10

What differentiates SAP Service Cloud from other similar products?

In this post Covid-19 era, we realized that our customer base would call less to submit queries and complaints, and walk-in support at our office was less and less frequent. On the contrary, live chat supports were blooming and our ticketing system started getting overwhelmed. That was when we realized the full potential of SAP Service Cloud: mobile customer support oriented towards resolving the issue within the hour.

What is your favorite aspect of this product?

I really find appealing the multiple integration flow pre-packages. This really saves a lot of time and is indeed customer support oriented.

What do you dislike most about this product?

A lower pricing would be more appropriate as well as fixed packages. There should not be an estimator tools and costs should be shown right away in my personal opinion.

What recommendations would you give to someone considering this product?

Thanks to the advanced ticketing system, we managed to improved our customer support increasing customer satisfaction by 3x.

Pros

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

Sanjay K.

  • Role: Sales Marketing
  • Industry: Finance
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jan 2021

Straighforward but missing some functionalities

Likeliness to Recommend

6 /10

What differentiates SAP Service Cloud from other similar products?

Straighforward setup, easy to perform simple admin tasks.

What is your favorite aspect of this product?

Platform works well and relatively stable.

What do you dislike most about this product?

The product is missing some key components (i.e surveys)

What recommendations would you give to someone considering this product?

Platform works well though it is quite expensive. Interfaces with other SAP products such as ERP should be easier than they are. Lacking in adequate support of surveys.

Pros

  • Performance Enhancing
  • Enables Productivity
  • Trustworthy
  • Unique Features