Salesforce Service Cloud vs. SAP Service Cloud

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Salesforce Service Cloud
Score 8.6 out of 10
N/A
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 8.7 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.N/A
Pricing
Salesforce Service CloudSAP Service Cloud
Editions & Modules
Starter Suite
$25
per month
Professional
$80
per month
Enterprise
$165
per month per user
Unlimited
$165
per month per user
Unlimited+
$165
per month per user
No answers on this topic
Offerings
Pricing Offerings
Salesforce Service CloudSAP Service Cloud
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Salesforce Service CloudSAP Service Cloud
Considered Both Products
Salesforce Service Cloud

No answer on this topic

SAP Service Cloud
Chose SAP Service Cloud
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.
Chose SAP Service Cloud
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 …
Chose SAP Service Cloud
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 …
Chose SAP Service Cloud
In my opinion each and every tools have some positive and negative sight. In this case all tools are powerful at its own. I use them according to my clints need and thare compatibility with those tools.
Chose SAP Service Cloud
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.
Chose SAP Service Cloud
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.
Chose SAP Service Cloud
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…
Chose SAP Service Cloud
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 …
Chose SAP Service Cloud
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
Chose SAP Service Cloud
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 …
Chose SAP Service Cloud
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.
Chose SAP Service Cloud
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 …
Chose SAP Service Cloud
Feature offering was quite close. Integration with SAP back in was a big deciding factor.
Top Pros
Top Cons
Features
Salesforce Service CloudSAP Service Cloud
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Salesforce Service Cloud
8.7
67 Ratings
8% above category average
SAP Service Cloud
-
Ratings
Organize and prioritize service tickets8.765 Ratings00 Ratings
Expert directory8.446 Ratings00 Ratings
Subscription-based notifications9.155 Ratings00 Ratings
ITSM collaboration and documentation8.351 Ratings00 Ratings
Ticket creation and submission9.165 Ratings00 Ratings
Ticket response8.764 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Salesforce Service Cloud
9.0
63 Ratings
13% above category average
SAP Service Cloud
-
Ratings
External knowledge base9.156 Ratings00 Ratings
Internal knowledge base8.961 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Salesforce Service Cloud
8.9
67 Ratings
12% above category average
SAP Service Cloud
-
Ratings
Customer portal8.947 Ratings00 Ratings
IVR8.430 Ratings00 Ratings
Social integration8.541 Ratings00 Ratings
Email support9.366 Ratings00 Ratings
Help Desk CRM integration9.258 Ratings00 Ratings
Best Alternatives
Salesforce Service CloudSAP Service Cloud
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Simplify360
Simplify360
Score 7.8 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Conversica
Conversica
Score 9.4 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
Conversica
Conversica
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Salesforce Service CloudSAP Service Cloud
Likelihood to Recommend
8.9
(73 ratings)
8.7
(70 ratings)
Likelihood to Renew
9.0
(5 ratings)
8.2
(2 ratings)
Usability
8.5
(11 ratings)
-
(0 ratings)
Availability
9.3
(17 ratings)
-
(0 ratings)
Performance
8.6
(7 ratings)
-
(0 ratings)
Support Rating
7.6
(19 ratings)
5.5
(1 ratings)
Online Training
9.0
(1 ratings)
-
(0 ratings)
Ease of integration
-
(0 ratings)
7.5
(40 ratings)
User Testimonials
Salesforce Service CloudSAP Service Cloud
Likelihood to Recommend
Salesforce
This is great for cold calling and starting clients from scratch. A lot of entry is required to build a customer profile, but if you are diligent in entering this information, then it can be extremely useful, and you will thank yourself down the road for having an organized database with as many or few details stored. It is a little more challenging for existing customers who have a wealth of information on their files because the transfer of information can be quite tedious.
Read full review
SAP
I used SAP Service Cloud to look at a bunch of data about our customers. This helped us see what they liked and didn't like. It was like having a map of customer trends. By using this information, we could make our services better and fix common problems before they became big issues. 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.
Read full review
Pros
Salesforce
  • Allows us to make changes quickly and with relative ease
  • Can be flexible enough to use among several teams who do very different work
  • Salesforce in general provides SO much training that anyone on the team can skill up and help maintain the system
Read full review
SAP
  • SAP Service Cloud pulls together messages from different channels - emails, calls, social sites - into one dashboard. This means we can quickly see and respond to any customer question or concern without jumping between different tools.
  • It streamlines our workload by automatically categorizing and prioritizing customer issues. This ensures that urgent banking matters are addressed immediately and no query is left unanswered.
  • The built-in knowledge base is a lifesaver. When a customer has a common question or issue, we can quickly reference or direct them to pre-existing solutions, speeding up the resolution process.
Read full review
Cons
Salesforce
  • Incredibly complex to set up and configure.
  • Multiple points of potential failure.
  • Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
  • Front-facing community is extremely difficult to configure and comes with many limitations.
  • No help is provided by Salesforce without expensive Premiere Support plans.
  • Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.
Read full review
SAP
  • Integrating SAP Service Cloud with non-SAP systems can be challenging, i faced some hurdles when my IT team took 3 months to integrate the billing data from some other vendor and the system would run slow if you try to pull billing data
  • Slow loading of the pages as compared to other consumer tech softwares we use
  • Implementation costs and complexity of implementation makes it an option only for large enterprises with huge IT teams (and it can take a few months to implement)
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Likelihood to Renew
Salesforce
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.
Read full review
SAP
Now all our critical processes are streamlined & would like to explore the new feature to have user friendly experiences
Read full review
Usability
Salesforce
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.
Read full review
SAP
No answers on this topic
Reliability and Availability
Salesforce
Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
Read full review
SAP
No answers on this topic
Performance
Salesforce
There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
Read full review
SAP
No answers on this topic
Support Rating
Salesforce
It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
Read full review
SAP
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.
Read full review
Alternatives Considered
Salesforce
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
Read full review
SAP
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.
Read full review
Return on Investment
Salesforce
  • 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
  • Limited to annual subscription model
Read full review
SAP
  • positive impact: Enhanced Productivity: The platform's automation and knowledge management capabilities can boost agent productivity. Agents can handle more cases in less time, leading to cost savings and potentially higher revenue through increased sales opportunities.
  • negative impact: Complexity: If not properly configured or if it doesn't align with an organization's specific needs, SAP Service Cloud's complexity can hinder user adoption, leading to inefficiencies and potentially negative ROI.
Read full review
ScreenShots

Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center