Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
$25
per month
SAP Service Cloud
Score 8.5 out of 10
N/A
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 provides seamless integration with other SAP offerings, advantageous for existing SAP users. In contrast, Salesforce Service Cloud stands out for its adaptability and vast third-party app ecosystem, ensuring a broad range of integration options.
Compared to Salesforce Service Cloud and Zendesk Support, SAP Service Cloud offered deeper customization tailored to our specific needs, especially for banking. While Salesforce had broad features and Zendesk boasted user-friendliness, SAP provided a balance of both, aligned …
Since we already had SAP Sales Cloud V1, it was logical for us to enable service capabilities in the same tenant. (no additional effort for the integration and change management for the users).
We evaluated 4-5 software and also thought of building one in-house but after a thorough evaluation, we decided to go ahead with SAP Service Cloud. SAP Service Cloud met our integration requirements better than the other products we evaluated. While the pricing could be a bit …
AI features are behind what Microsoft offers in its Dynamics 365 Customer Service, but as we already had other SAP products, the integration was easier with SAP Service Cloud. Implementation time was a key aspect of our project.
Salesforce has many integrations available, but configuring and setting them up can be difficult and necessitate development experience. While SAP Service Cloud integrates well with ease and without any difficulties.
SAP Service Cloud provides entry level licence pricing that small and medium businesses can afford, while Salesforce license pricing tends to be really high even in small start scenarios. SAP Service Cloud also provides enough basic features as a standalone solution, whereas Sale…
I have evaluated several products apart from SAP Service Cloud. there are others that maybe are cheaper , and others that are more expensive. however I chose SAP Service cloud because it has lots of possibilities and it is adaptable to the new requirements in the future. Also it …
As our customer already had SAP CRM and SAP sales cloud it was quite easy to integrate the SAP service cloud and there was no point going with other solutions
In any case, the service is a truly useful tool for customers to solve frequent problems, get answers from a competent source, and avoid relying on open forums or other similar alternatives. This is why the best solution seemed to be SAP service cloud over other competitors in …
It's been preferred by organizations already using other SAP solutions, as it integrates seamlessly within the SAP ecosystem. The choice between Salesforce and SAP Service Cloud often depends on an organization's existing technology stack and specific needs.
License fees, there is huge difference in licensing fees but both are having similar features to offer but SAP is having slight chance, the integrations adapters that were offered are lot better compared to Salesforce, we also had inventory that was on SAP platform so its …
It is a helpful tool, but it can be a bit cumbersome to manage. It is also a bit expensive, but we already use CRM for Salesforce and it is convenient to be able to immediately tag contacts and accounts when the tickets come into the system and tie them directly to the account. I do know an integration with Jira is possible (we use Jira internally for our engineering team to escalate issues) but it is not configured right now so managing the connection between support tickets and Jira tickets is manual and hard to keep up with
Overall, SAP Service Cloud has a core set of functionality in which it performs well. Enterprise-level structured data collection, case categorisation, and single-channel case handling are very effective, and a good volume of service cases should fit within these parameters. When moving to more customised, atypical, or even just variant processes, however, configuration and streamlining of the system can quickly become very complex, costly, and/or not possible in its present form. Additionally, a very large volume of data is required to train any ML/AI models, so new and small customers will not benefit from these enhancements.
While SAP Service Cloud offers a wealth of features, its interface can sometimes feel overwhelming. For newcomers, especially those not tech-savvy, a more intuitive or simplified layout would be beneficial.
While it allows for some level of personalization, making deep customizations can be challenging. Given the unique requirements of our client's customer service, having more flexibility in tailoring the tool to our exact needs would be nice.
While SAP Service Cloud integrates well within the SAP ecosystem, it can sometimes be less smooth when linking up with non-SAP third-party tools. Enhancing these integrations would streamline our operations, especially when using other software tools alongside it.
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
Salesforce's Trust Center clearly communicates occasional issues to anyone who subscribes, down to an organization's cloud instance. Bundled sandboxes ease updates, and seasonal upgrades are seamless, scheduled well in advance with plenty of information about what's coming. Support agents have noticed intermittent Omni-Channel disconnects due to internet connections, and these are clearly notified.
The Salesforce Service Cloud generally has very good performance, however the overall new Lightning user experience can bring that down. For example, if you have too many tabs open, then it can take a while for the Lightning UI to load. This UI is probably not well equipped to handle loading of all of that information at once, but Users tend to leave their tabs open all day long. It can also be fickle depending on which browser you use, what extensions you have installed, and whether you've cleared your cache. This can be the downfall with any software as a service though, not just Salesforce
Salesforce offers support, although it generally gets routed to overseas support teams first, and once they are unable to help, it gets escalated up the chain to higher tiers. Frequently, the answer back from support is that there is no native solution, and we either have to turn to the AppExchange for some solution provided by another developer, or custom build our own solution.
I have found that sometimes issues reported to the SAP takes more time also they lack system support with respect to the priority . Also we don't see RCA for the issues raised. Also turn around time for the issues is not fixed as the support is global sometimes the issues float here and there.
Our in-person training was provided by our implementation partner and it was quite good. This was in part because we were already working with them and so it naturally leant itself to a good training relationship. And because they were building our customizations and configuring things, they could then provide training on those things naturally.
Trailheads are great but it was often unclear what actually applied to our organization. This made it difficult to get a whole lot out of it. Part of it is that because the basic Salesforce features didn't quite work for us, we had to add customizations, which then nullified a lot of the training.
I would go through an implementation very differently knowing what I know now. It was difficult coming from systems we liked in post-sales service and having to adapt to the clunky and underwhelming feature set in Salesforce. I would trim back our expectations
Salesforce service cloud is more configurable than Zendesk and Freshdesk. It has its own inbuilt AI chatbot also which further improves service agent efficiency. Salesforce is more integration agnostic and has pre-built connectors with multiple 3rd party systems. However, in terms of pricing it is priced at a premium compared to the other solutions
AI features are behind what Microsoft offers in its Dynamics 365 Customer Service, but as we already had other SAP products, the integration was easier with SAP Service Cloud. Implementation time was a key aspect of our project.
Because this is a cloud service, the security, implementation framework and feature list is very mature and you don't have to develop these during implementation.
The larger the implementation programme the better the licensing arrangements
Free developer toolkit for proof of concepts or showcasing features
