SAP Service Cloud

SAP Service Cloud

Customer Verified
Top Rated
Score 9.3 out of 10
Top Rated
SAP Service Cloud


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.
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Recent Reviews

SAP Cloud

8 out of 10
December 22, 2022
Can be used for getting data from anywhere and work distributed in the network with other team mates regarding ongoing cutting edge …
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How SAP Service Cloud Differs From Its Competitors

Customer Service Improvements

We observed drastic improvement in the service level and customer satisfaction. Before SAP Services Cloud, our turn around time was almost 24hours which has been reduced to 2hours. Customers are able to raise queries or complaints directly from mobile app and portal and so, the services team is …
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Customer Service Improvements

The implementation of SAP Service Cloud has for sure led to an increase in customer satisfaction. By using the platform's labor management feature, we have been able to improve the efficiency of our customer service team. We also have been able to reduce the number of unnecessary engineers …
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Customer Service Improvements

Yes we saw huge drastic increase in time taken for cases to close, we also saw that there is reduction in collaborating unnecessary Engineers in closing case, it also increases in using wrong parts to complete job which saved millions of dollars, customer satisfaction rate has been sky rocketed …
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Customer Service Improvements

I see a huge improvement in our customer service management. It is easy to use the product. It is cloud-based and supports multiple devices. The service team no longer needs to log on to the VPN to connect to the service solution, now they find everything they need to solve a ticket at their …
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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


  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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Product Details

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 Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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.

Reviewers rate Ease of integration highest, with a score of 7.

The most common users of SAP Service Cloud are from Enterprises (1,001+ employees).
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Reviews and Ratings


Attribute Ratings


(1-25 of 28)
Companies can't remove reviews or game the system. Here's why
Daljeet Singh Kohli | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
CTI Integration solves manual calls and chats, Guided sales from leads to sales orders remove all manual efforts, workflows, and notifications to help inefficiencies.
  • Email to ticket creation.
  • SLAs in the ticket.
  • Customer Overview and details on one screen.
  • CTI Integration.
  • Customization is time-consuming.
  • Custom Integration with Non-SAP and SAP.
Email to Ticket, Ticket SLA, On-screen (KUT) extensions, routing rules, Integration with SAP on Prem.
May 24, 2023

SAP Service Cloud

Score 8 out of 10
Vetted Review
The Performance of Version 1 of the Sales and Service Cloud needs really to be improved!
  • UI
  • User Handling
  • Customization
  • Performance
  • Usability
  • Click Path
For smaller Companies which can use the Standard it is a really good Solution for Enterprise Use cases you will find some gaps
May 19, 2023

SAP Service Cloud

Score 8 out of 10
Vetted Review
Verified User
Service Cloud is considered to address our critical pain areas around our Engine Services business. We were using Customer Service module for these use cases in the past, but Service Cloud looks promising with more capabilities that cater to Services Industry. The upcoming revisions and roadmap has a lot more to offer that will address the current gaps.
  • Manage long and short cycle services process
  • Ability to minimize the transactions
  • Few known areas of development - Linking MSOs with Deliveries
  • Ability to make it have Equipments along with the services on the Service Orders
Suits well for complex services business, MRO etc..
Score 8 out of 10
Vetted Review
Verified User
SAP Service Cloud helped us improve customer services level. We have improved customer retention in and satisfaction through SAP Service Cloud. Earlier, we were managing customer complaints and queries through phone call and maintaining excel files to track them but now our call center is integrated with SAP Service Cloud which has drastically improved service level with complete detail about customer.
  • SAP Service Cloud offers solid integration with different call center hardware
  • SAP Service cloud is exposed to our key B2B customers to provide better services and enable customer self services
  • Agent experience is particularly great due to integration with Microsoft Teams and others
  • Improve user interface as currently it gives conventional look and feel
  • Integration with external ec-system is difficult to develop
  • SAP Service Cloud is expensive
As i mentioned earlier that integration with external eco-system is complex to develop and manage means that your cost of implementation might increase. SAP Service Cloud suites all type of industries and scenarios wherever you want to improve customer satisfaction and operational efficiency. Possibly, we might end up with charging extra premium to the customer due to high quality and quick resolution to the issues.
deanna white | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Cloud-based solution with improving supplier and partner relationship. Terrific with integration with other SAP applications.
Excellent for boosting operations efficiency. Intuitive user interface.
  • Terrific with boosting customer relationship.
  • Efficient with intergration with other third party application.
  • Excellent with cloud based access of customer data.
  • It's highly customizable dashboard
  • Configuration requires skilled personnel.
  • Exquisite with improving operations efficiency.
  • Cloud based CRM with boosting partner relationship.
It's magnificent with boosting customer relationships. Great with lead tracking.
Excellent with analytics and reporting.
Ease of customization.
Manish Walhi | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
We use SAP Service Cloud as a centralized platform for managing customer service inquiries and support requests. It allows us to track and manage customer cases, assign them to the appropriate team members, and monitor progress towards resolution. The business problems that SAP Service Cloud addresses include improving customer satisfaction, reducing response times, and streamlining internal processes. The scope of our use case is primarily focused on managing customer support and service requests, but we also use it to track and manage internal processes like labor management
  • In routing and assignment - It allows us to automatically assign cases to the appropriate team members based on specific criteria such as support level and SLA
  • The knowledge article feature is useful for creating and sharing knowledge articles among team members, which helps us to resolve similar issues much more quickly in the future.
  • The knowledge article publishing feature can be improved to make it easier to find and access relevant articles.
Based my two years of experience, SAP Service Cloud is perfect for organizations that need to manage a large volume of customer service inquiries and support requests. Companies/organizations that have a high volume of similar requests will find it as a gem as it allows teams to quickly resolve similar issues using knowledge articles.
December 23, 2022

Service Cloud Review

Score 8 out of 10
Vetted Review
Verified User
We have been using service cloud to support our engineers who works for other businesses to expedite their issues so that they can run their business effectively. Users can log their cases either on our support portal or through email or through phone, once case is logged then it will be assigned to engineer who takes responsibility for completion and also based on support level and SLA , everything will get tracked and will be useful to other engineers who will solve similar kind of issues in future in the form of knowledge articles.
  • Case routing to different support levels based on SLA
  • Knowledge article publish or view can be better so users can find them quickly.
  • Mobile application can have better UI for interactive response.
  • Knowledge article publish can be better as Salesforce
  • Mobile application UI can be better for interactive responses
  • There should be room to have global action as that of Salesforce
It will be very useful if companies wants to expedite the case closure for better customer experience. Will be very useful in reducing overall duration for a particular case closure. Will be very useful if multiple engineers or multiple teams are working on case closure. Will be very useful in reducing overall cost on closing case
December 22, 2022

SAP Cloud

Score 8 out of 10
Vetted Review
Verified User
Can be used for getting data from anywhere and work distributed in the network with other team mates regarding ongoing cutting edge technologies
  • Distributed computing
  • Sharing across the organization
  • User friendliness
  • More functionalities
  • On demand ML models
  • Tech integration
Distributed ML computing works really well on hardware specifications. Very useful for high quality data modeling
Akhil Jandial | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
We use it for Sales, Service & Dashboard, broadcast etcs

  • CPI integration
  • User Interface
  • Functional Capabilities
  • C4C upgrades are not smooth, it always come with some bugs
  • More functional capabilities (front end) can be introduced - fields addition in standard data source, workflows for OWL screen, Custom Workcenter creation from front end etc.
  • Front end trace with code review
This is good product for any industry with limited data but when the data count increases there is an impact on performance, integrations, MDR, workflows, request for external pricing etc.
December 21, 2022


Score 9 out of 10
Vetted Review
Verified User
Hi We are using SAP C4C service cloud. We are a Service based org. and almost 15000 Plus tickets are created everyday and to support the whole cycle of tickets we are using SAP C4C .Apart from Tickets , we use contracts, Products and other areas as well.

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 Management
Ticket allocation
Contract Management
Products Management
Customer Management
September 28, 2022

SAP Service Cloud review

Score 8 out of 10
Vetted Review
Verified User
we implement SAP Service Cloud to help companies to solve their service requirement issues like tracking tickets, record time and efforts.
  • integration with CTI
  • resource planner
  • record ticketing history
  • survey
  • time reocrding
  • autherization area
  • planning
SAP Service Cloud is well suited with the company which is providing services to the others
Score 8 out of 10
Vetted Review
Verified User
We use SAP Service Cloud as the global solution in Arla Foods Ingredients for handling customer complaints, it replaced the legacy Lotus note-based solution. We want to improve the overall customer experience, reduce time spent on complaint management, and help Arla Foods quickly learn from mistakes. We also want the Sales and Global/Site QEHS to work together for more consistent and accurate handling of customer complaints, i.e. product quality and shipment, and provide the best support to the customers. Furthermore, the AFI Complaint project will enable tracking causes and “value” of complaints to avoid future reoccurrence and provide valuable insights as to the costs related to complaints.
  • Automatic complain creation from inbound Email and existing sales orders
  • Categorization of complaint, service workflow management, SLA management, etc.
  • Out of the box with prebuilt integration elements, e.g. service order, various master data elements, like the customer, product, equipment, time and material, etc.
  • I would like to see integration of a service ticket with SAP QM module.
  • Ticket History Data source should have information about the service technician, and to who it was assigned.
  • I would appreciate UI improvement, especially visual workflow type progress meter of lifecycle status.
The best part of SAP Service Cloud is it is on the same platform as the sales cloud, meaning if you are already using the sales cloud, it is advantageous to go with the SAP Service Cloud so that we will have synergy between sales and service process. Various prebuild integration features with SAP ECC and S/4 Hana will save your implementation time. The machine learning part is super cool, which will help in the automatic categorization of tickets. Also, the feature of accessing KBA documents after integrating them with any third-party KBA software helps service technicians to find the knowledge base on past ticket history and various how-to documents. The scenario where it needs improvements is the out-of-the-box integration with the SAP QM module (QM Notification) which will allow the plant maintenance team to take part investigation process.
Score 7 out of 10
Vetted Review
Verified User
Our biggest problem was the need to get all of our service organizations onto the same platform. Service Cloud allowed us to do that. Now we are able to process over 3000 customer inquiries per day and provide a wholistic view of our customers to those that need it.
  • Email to Ticket Processing
  • Integration with SAP backend
  • Machine learning - AI to assist users quickly
  • Overall flexibility and extensibility
  • Field Service offering requires an additional product for more features
  • Performance - always room for improvement compared to competitors
Service Cloud is relatively well-rounded for all of our service scenarios. Overall it does not do anything extremely well, but at the same time, it does not do anything poorly either. The system is a very even system for all of our service processes. One area where we have seen good success is around email to ticket handling. We send 3000+ new emails into C4C per day to create tickets and the system handles that volume and all their interactions quite well for customer service.
Score 7 out of 10
Vetted Review
Verified User
We mainly use SAP Service Cloud for accounting and CRM functions. It allows us to provide an optimum service for our customers which has improved the experience of our end users drastically. It can easily handle large-scale data and process it without any hassle. The convenience of storing the material, the security of the content, and the ability to access it using our personal devices.
  • Well-organized
  • The payment structure is very convenient as you pay only for the services you utilize
  • Intuitive UI
  • Initial setup and configuration is tedious
  • Trail version has a very limited scope
For a large organization, it is a perfect fit in terms of functionalities and scalability. Although the cost is on the higher side, suitable for large-scale companies, the features and the overall return on investment are optimum. Also, it has very good customer support which provides you with proper assistance when needed, especially in set-up and initial stages.
Score 9 out of 10
Vetted Review
Verified User
We have been using SAP Service Cloud for customer engagement and it ensures smooth communication. With the features of this product, it is easy to profile customers based on their trends which makes customer mapping flawless. With the information we gather from our clients with the help of SAP Service Cloud, we are able to forecast and we can as well use the information to improve our service so as to serve them better. In addition, thanks to SAP Service Cloud, we can update our clients about upcoming products.
  • The Chat features are amazing.
  • It's easy to forecast thanks to information we get using this product.
  • Makes it easy to analyze trends.
  • Besides using is for communication, it's also great in marketing.
  • No negative experiences using this software.
For best customer Communication and engagement, I recommend SAP Service Cloud which also doubles up as a marketing software.
Score 10 out of 10
Vetted Review
Verified User
SAP Service Cloud offers many ways of reaching out and engaging with our customers, for instance through respectable and smooth communication. In addition, the software makes it easy to profile each client based on their trends and this makes mapping easy. With the information, forecasting is easy and we are able to meet customer needs and expectations. Further, SAP Service Cloud makes it easy to keep our customers updated when we have products that suit their needs.
  • SAP Service Cloud offers best chat features.
  • Lead tracking is easy.
  • Analyzing customer trends is easy.
  • Makes marketing easy as we can notify customers about upcoming products.
  • Sometimes the load time is discouraging.
If you are looking for a customer engagement software that offers more than just communication, I recommend SAP Service Cloud. The software offers great features including customer trend analytics, mapping and also helps in forecasting and marketing.
jamie anderson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Effectiveness with lead management. Helps to boost sales and operations in the business. It's cloud-based for access to documents anywhere.
  • It's very highly customizable dashboard.
  • Effectiveness with lead tracking.
  • Reliable to improve supplier to customer relationship.
  • It's a bit expensive and requires expertise to use.
  • Excellent with lead management.
  • Efficient with sales tracking and real-time reporting.
Great and terrific with sales and marketing of the business. Magnificent with lead tracking. Fabulous with improving business process outcomes Easily customizable.
Cate Joe | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
SAP Service Cloud is a considerable solution in controlling communications, more so from customers and their service providers. SAP Service Cloud is used for analytical efficiency, where the changing purchasing behaviors of customers are identified, professional steps recorded, and effective profiling made. More so, SAP Service Cloud has a determined database control, concerning the contact information of the clients and their preferred taste. Finally, SAP Service Cloud takes charge of marketing, a way that facilitates hefty sales.
  • Adequate communications strategies, for universal coordination and innovation sharing.
  • Customer journey mapping, with proper profiling steps.
  • Besides, SAP Service Cloud controls the analytical steps recorded by the company, very affirmative in keeping a company competitive.
  • SAP Service Cloud takes longer to deal with complex data analytics, which is the vital procedure for comprehensive analytics.
  • Further, SAP Service Cloud requires a constant internet connection, a factor that may be challenging.
  • Finally, SAP Service Cloud offers professional ways of dealing with clients' dialogue and communications.
SAP Service Cloud is there for professional discussion and engagement among consumers and businesses, which is a focused method in enhancing efficiency. Further, SAP Service Cloud has the database managing competencies, more so with details of customers' sales, the systematic procedures to elaborate analytics, and the general customer mapping option. Besides, SAP Service Cloud outlines efficient and long-lasting strategies for easy communications.
Joy Loela | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
SAP Service Cloud has a progressive way that makes customers have an easy way to coordinate and converse with the providers of the products. Further, the aspect of CRM, which is a rational way to improve satisfaction to customers has been included at SAP Service Cloud. Again, SAP Service Cloud establishes a formal analytical path, that allows the database to get held by different investors and stakeholders, who ends up making decisions. Finally, SAP Service Cloud establishes a customer journey, that is from the details that clients profile.
  • Utmost data profiling and customer journey molding are what SAP Service Cloud perfects on.
  • Besides, SAP Service Cloud outlines the procedures that make relationships last and conversations continue.
  • Finally, the quality of services from SAP Service Cloud makes it universal and standard, for smooth acceptance.
  • Slow data loading, more so when complex and detailed database is required.
  • Data mining from SAP Service Cloud is slightly sluggish and some challenges get faced on the way.
  • Fortunately, the engagement that customers require is attained from SAP Service Cloud, making it productive and customer-oriented.
SAP Service Cloud has a detailed process that enhances communications, through the standard CRM protocols, improved database control, and deployment of innovative mechanisms that suit customer journey modeling. Further, SAP Service Cloud has captured the concept of clients mapping, a formal solution that defines the pattern that clients take when interacting with the products or services offered.
Essy Janet | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
SAP Service Cloud is a comprehensive solution in making customers have an easy run or encounter with the company, where there are straightforward solutions to foster communications, there is utmost respect for the requests clients make, and a coordinating spirit from any end. Besides, the client's journey is shaped and managed, to develop a pattern that explains the dynamics in the client's trends, and infuse changes that seem proficient. Finally, SAP Service Cloud the analytics of the marketing trend is done by SAP Service Cloud, creating a map of what should be attained and at what time frame.
  • Advanced communications strategies, with straightforward responses, and equitable dialogues to outline the innovative procedures.
  • Besides, SAP Service Cloud determines the client's purchase trend, which is a useful agent in developing a client's profile.
  • SAP Service Cloud investigates or researches the transformational changes that increase the purchasing power and urge, bringing a hefty package to the company.
  • The presence of an AI in SAP Service Cloud can bring a more satisfactory inference and assistance, hence, it is a requirement.
  • SAP Service Cloud requires a powered communication bot, as it can reach many customers.
  • Finally, SAP Service Cloud has a proper description of what customer engagement is, and the projection of what is required to be done for a successful process.
SAP Service Cloud has given businesses proficient engagement and conducive CRM procedures, a sustainable way of meeting the customer's needs and restoring the glory that may get lost in the process. Further, the profiling of the consumer's trend, the pattern of purchase, and the rest is another conducive factor that SAP Service Cloud gives. More so, SAP Service Cloud has analytical components that are intuitive and programmable.
brandy barnes | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
It's super convenient to improve supplier and customer relationships. Excellent with lead management. Great with email and contact management. Ease of use.
  • Magnificent with contact management.
  • Great with email management.
  • Efficient with lead management.
  • It's a convenient which requires skilled personnel to work on it.
  • Excellent with email marketing.
  • Great with lead management
  • Customization of dashboard.
It's magnificent software with lead tracking. Excellent for team collaboration and document collaboration. Efficient with sales reporting and tracking.
darshana rajput | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Admirable for its magnificence with improving business outcomes. Great with lead management. Excellent for Integration with other third-party software. Reliable with email management.
  • It's a magnificent for improving payables management.
  • Great for it's responsive customer service.
  • Excellent with cloud based access of data from db
  • It's easy to customize.
  • It's may be hard to learn but I like how it's easy to customize.
  • Excellence for improving payables management.
  • Great with helping to improve customer service.
  • It's extremely customizable
It's superb and fantastic with reliability with improving supplier relationship. Excellent with integrating with other software. Great for cloud-based access to real-time reporting
greg thompson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
It's very impressive with lead tracking. Magnificent for boosting sales with the business. Terrific with drag and drop of menus. Ease of use
  • Terrific to boost sales within the business.
  • Excellent with email management.
  • Great with real-time reporting.
  • Customization and ease of drag and drop.
  • It's might be hard to learn but comes easy with time
  • Magnificent for sales tracking.
  • Great and efficient with lead tracking.
It's super convenient with sales tracking. Excellent with real-time reporting on sales. Magnificent for lead management
Janet Jade | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
SAP Service Cloud has multiple means of engaging and reaching out to clients, through smooth and respectable communications means. Further, SAP Service Cloud creates the profiles for every client, with the product's purchase, and their trends, which makes the mapping an effective and straightforward process. Again, the customer analytics and the set relations management have been enforced by SAP Service Cloud. Finally, the mapping of the customer's needs makes the demand prediction an easy encounter for accurate forecasting.
  • The purchasing pattern is fully enhanced and identified by SAP Service Cloud, hence, an accurate client journey is developed.
  • Further, the procedures for communications are extensively stipulated, and they enhance or foster profitable engagement.
  • Finally, clients' data get collected, the required analytics get conducted, and proper resolutions are established.
  • SAP Service Cloud lacks AI, which is a candid way of managing the dynamics and trends of customers.
  • Besides, SAP Service Cloud lacks the actual data visualization, which would promote efficiency.
  • However, clients engagement and focused communications have been attained by SAP Service Cloud.
SAP Service Cloud is committed to matching the dynamics in the customer engagement and analytics processes, which foster competitive merit, and ensure there is a suitable development. Further, the hidden market changes are identified and evaluated by SAP Service Cloud, which helps in generating an accurate map, that creates the right profiles or customers' journey.
Miley Erickson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
SAP Service Cloud is comprehensively looking for customer help and engagements, which maintains the business relationship already established. Further, SAP Service Cloud has the customer journey mapping procedure, which is competent and purposeful in matters planning and stipulated forecasting. Again, SAP Service Cloud analyzes the purchasing trend, which makes the management more straightforward and meaningful. Lastly, SAP Service Cloud is committed to keeping customers updated with the changing products' needs and services.
  • Perfect chat option, very instant and efficient.
  • Available for all devices and operating systems, making it standard.
  • Stable, knowledgeable, and updated for proficient job processes.
  • Sluggish in loading the customer database, making some operations take longer.
  • Requires updates more so on the mobile version for swift compatibility.
  • Other customer based features are quality and of importance.
SAP Service Cloud is a competent service program, that entails customer support, provides general information, which deals with the requirements of the product. Further, SAP Service Cloud has database controls and analysis, which makes the insights of customers and proper planning. Further, SAP Service Cloud takes the imports and exports of data, which makes validates the analytical capacity of the company and the clients.
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