Overview
What is SAP Service Cloud?
SAP Service Cloud helps deliver customer value and protect the brand with intelligent customer service. It enables the user to engage with customers at their convenience, connect service with the value chain and deliver greater profitability.
SAP Service Cloud - Leading Customer Service Excellence
Customer retention with SAP Service Cloud
My Review
SAP Cloud effectiveness overview.
A Closer Look at SAP Service Cloud Capabilities
SAP Service Cloud review, great product for your company.
A Cloud Service that you can really trust if you have the pockets.
Your friendly neighborhood customer service platform
Most Matters in Customers' Relationship
Best customer service offering tool
Effective Customer Service Solution
New user - dependint on a local partner
Platform to improve customer service
SAP Service Cloud: Where Banking Meets Best-in-Class Service!
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Reviewer Pros & Cons
Pricing
What is SAP Service Cloud?
SAP Service Cloud helps deliver customer value and protect the brand with intelligent customer service. It enables the user to engage with customers at their convenience, connect service with the value chain and deliver greater profitability.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Details
- About
- Tech Details
- FAQs
What is SAP Service Cloud?
SAP Service Cloud Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | No |
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(126)Attribute Ratings
Reviews
(1-25 of 43)SAP Service Cloud Experience
- Mobile app development of the same platform FIORI
- Multi location management
- Third party integration
- Few of inbuilt sub modules with minimal price
- Ready GST
- Improvement in reporting and analytics
Customer retention with SAP Service Cloud
- Improve Customer support process
- User friendly interface
- Customisation
- Product training can be made easily accessible
- Integration can be made little easier
- Configuration should be made more simple
A Closer Look at SAP Service Cloud Capabilities
- Analytics and Reporting
- Efficient Ticketing System
- Unified Customer View
- Knowledge Base Management
- Cost Transparency
- Mobile App Functionality
- User Interface Complexity
I had to be careful with our money. SAP Service Cloud has a lot of features, but they can be expensive. Since we didn't need all of them, we found simpler and more affordable options that still did the job.
A Cloud Service that you can really trust if you have the pockets.
- Chat Bot
- Socia Media
- e-mail
- Everything is SAP is close, so anything should be done with consulting, so this is an area that can improve if they lets us to use it.
- Sap Service sometimes has uptime issues that we discover and would be great if they let us know
- Is not to user friendly. Requires a learning curve quite relevant.
Most Matters in Customers' Relationship
- Conducting surveys helping understanding customers satisfaction.
- Perfect in analytics and reporting.
- Integrations with design tools and softwares ensuring seamless collaboration.
- Effective security compliance
- Cost of Implementation,licensing and maintaining is high.
- Limited customising options.
- Integrations with non SAP is complex
Effective Customer Service Solution
- Omnichannel Support
- Case Escalation
- Knowledge base
- Analytics and Reporting
- Customization
- Mobile Accessibility
- Customer Feedback Management
Good product for customer relationship management
- Customer relationship management
- Integration
- Sales management
- Forecasting
- Demand and supply analysis
- Costly for small businesses
- User friendliness
- GUI
- Reporting and Analytics are good.
- Highly scalable
- Great support
- Expensive platform
- It is resource intensive platform
- There is learning curve
Good CRM solution, great value for the price
Using a CRM software for this helps use share information in real time among the multiple stakeholders within the organisation, and to provide a database for best practices for new account managers.
Using a cloud based solution also allows us to delegate security management, which can be costly if done internally.
- Clear user interface
- Security features (MFA Authentication)
- Integration with other SAP solutions
- Lack of documentation for some functionalities
- Lack of multi-language support (especially Japanese)
- AI features could be improved
*Suited for businesses who do not want to build a proprietary solution/server infrastructure, since it is a fully managed cloud service.
*Scenarios where a business want to start using a CRM service without having to pay a high license fee for the start.
Improves Management Processes.
- Hosting detailed summaries of past expenses.
- Strong customer focus.
- Improve compliance & risk management.
- The menu bar can be redesigned.
- More user-friendly.
- Quicker user flow.
SAP Service Cloud Review
- Efficient Ticket Management
- 360-Degree Customer View
- Automated Workflows
- Knowledge Base Management
- User Interface Complexity
- Customization Challenges
Large Enterprises with Complex Processes: Ideal for intricate service needs.
Integrated Customer Experience: Great for seamless customer journeys.
Less Appropriate:Small Businesses: Overkill for simpler service needs.
Rapid Deployment Needs: Learning curve may hinder quick implementation.
Budget-Conscious: High costs may be prohibitive.
Limited IT Resources: Maintenance demands might be challenging.
SAP service for ultimate solution
- accelerate business issue
- customer oriented solution
- ticket management for whole organizations
- efficient management
- More IOT enabled features
- Automation in Ticketing system
- improve GUI
SAP is a Success
- Learning Management System
- Training
- Cloud
- Layout
- Design
- Controls
Try SAP Service Cloud - it's worth the investment
- Comprehensive Customer Data Management: SAP Service Cloud excels at centralizing and managing customer data. It provides a unified view of customer interactions, allowing businesses to gain insights and deliver personalized support.
- Efficient Ticket Management: SAP Service Cloud offers a robust ticket management system. It enables support agents to create, track, and prioritize customer issues effectively.
- SAP Service Cloud provides extensive reporting and analytics capabilities.
- It offers real-time insights into crucial metrics such as response time, resolution rate, and customer satisfaction scores.
- Many colleagues have reported that the UI is complex and not very intuitive
- It should offer better out-of-the-box integration with other business apps. Improved integration capabilities
- Better customization and configuration - Simplified customization process and more user-friendly
Multichannel support is required on different Tiers. Customer expect support via different support channels - online chat, social media and phone. SAP can centralize these interactions and provide better customer support with unified view of customer inquiries
Robust solution to establish a highly integrated and efficient customer service structure
- Consolidated email, phone and website contact features into a single platform
- Enabled the creation of an intelligent FAQ system
- Stores records of all customer interactions
- Making reports with multiple filters
- Needs to segregate its offerings in a better way
- Case Management
- Analytics and Reporting
- Integration Capabilities
- Community and Self-Service Enhancements: Improving the community and self-service portal capabilities, including more advanced search functionalities and content management, could further empower customers to find information and solutions independently.
- Offline Functionality: While the platform offers mobile access, offline functionality is limited. Enabling support agents to work seamlessly without an internet connection in remote or field service scenarios would be advantageous.
- Integration Challenges: While SAP Service Cloud offers integration capabilities, some users have reported that integrating with third-party applications or other SAP solutions can be cumbersome. Improving the ease of integration and providing more pre-built connectors would streamline this process.
Good integration with SAP ecosystem
- streamlining issue resolution
- omnichannel support
- direct customer feedback channel
- internal UI interface
- reducing context switching
- ticket queuing
SAP Service Cloud: Elevating Customer Service to New Heights
Automated client email logging and update emails sent at critical points in the issue-resolution process.
Integration of a wiki and third-party knowledge base
Monitoring response-handling and issue-resolution KPIs in real time
Quick three-month deployment, facilitated by tight coordination with SAP Preferred Success services, the Customer Success department, and SAP's product and development teams
- Integration of a wiki and third-party knowledge base
- Monitoring response-handling and issue-resolution KPIs in real time
- automated client email logging and update emails sent
- User Interface Complexity: SAP Service Cloud is known for its robustness, but some users find the user interface to be complex and overwhelming.
- Customization Challenges: While SAP Service Cloud is highly customizable, the customization process can be intricate.
- Integration: While SAP offers a wide range of integration capabilities, some users may still find it challenging to integrate with other applications and systems.
Well-Suited Scenarios:
Enterprise-Level Customer Service: SAP Service Cloud is ideal for large enterprises and organizations with complex customer service operations. It offers scalability and customization options to meet the needs of extensive customer support teams.
Less Appropriate Scenarios:
Small Businesses: Small businesses with limited customer service needs and budgets may find SAP Service Cloud overly complex and costly. Smaller, more straightforward solutions could be a better fit.
Nice option to take into consideration
- Connecting business processes
- Customer service management
- ticket usage management
- Sometimes interface is very hard
- Low adaptability
- Development is hard to learn
we use it to maintain ordered all the informations got from the customer and incidences.
SAP Service Cloud - Tech Review
- Similar Case recommendations
- Streamline Service processes
- Categorization of cases
- Connects to different departments
- Desktop based utility will be more of helpful to the customers which could be shortcut to the cloud portal.
- Integration to the SAP Commerce cloud could be more reliable. Faced frequent integration issues to the SAP Commerce cloud through they both run on SAP cloud environment.
It is less appropriate where the user community is small and requires less attention.
Review for SAP Service Cloud
- Analytics
- Reporting
- Multi-Channel Support
- Scalability
- Mobile application
- Personalization
Great CRM and customer service tool
- It can streamline customer relationship and support operation with a lot of data
- Automated agent assignment is great
- Great and simple to use UI
- Could get improvements in terms of security
- Pricing can be a bit high
- Performance issues for larger data sets
SAP Service Cloud -- A game changer!
- Track customer requests
- Monitor performance
- Provide quick and efficient customer support
- Performance can be slow at times
I would not necessarily say less appropriate, but If you have a large influx in volume, SAP Service Cloud does run into performance issues that can be very frustrating.
Trust
Complete lifecycle of Service is addressed very well by SAP.
- Ticket Management
- Contracts
- Personalization on screens wrt business roles
- Organizational structure
- Contracts lifecycle needs to be improved
- Speed and performance is issue sometimes
- Expert services and SLAs on incidents.
Ticket allocation
Contract Management
Products Management
Customer Management
SAP Service Cloud at its best
1. Ticket Creation system
2. Customer Service Management
3. Case Management related Customer product history
4. SLA Management
5. Reporting and Analytics
6. Integration with various partners for ticket registration
- Integration Capabilities
- Automation and Workflows
- Performance and Scalability
- User Interface Complexity
2. Integration with SAP