TrustRadius: an HG Insights company
Back to Overview
SAP Service Cloud Logo

SAP Service Cloud Reviews and Ratings

Rating: 8.4 out of 10
Score
8.4 out of 10
Learn More

Community insights

TrustRadius Insights for SAP Service Cloud are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Single Source of Truth: Users appreciate the platform for acting as a central repository of accurate information, aiding coordination among multiple teams efficiently. This feature enables real-time progress tracking and updates across different departments, ensuring everyone is aligned with the most up-to-date data.

Value Delivery to Clients: Reviewers find value in the platform's ability to facilitate ticket creation and tracking processes, freeing up internal resources for core product focus. By streamlining client interactions through easy ticket management, users can enhance customer satisfaction while optimizing their operational efficiency.

Effective Customer Relationship Management: Customers commend the platform's effectiveness in engaging with customers, its user-friendly interface for quick adaptation, and seamless integration opportunities with other SAP solutions. The robust CRM capabilities allow businesses to build strong relationships with clients, backed by intuitive interfaces that promote swift onboarding and comprehensive connectivity with existing software solutions.

Reviews

106 Reviews

SAP Service Cloud

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

We used SAP Service Cloud for our client Dynapac, primarily to manage their aftermarket processes. The implementation delivered a smooth and seamless experience. In this use case, the client landscape included S/4HANA and C4C Service Cloud. To enhance the customer experience, we aimed to make S/4HANA data more accessible directly from the target system (C4C). For example, key information such as quantities, contract details, and van stock could be viewed and utilized directly within C4C, streamlining processes and improving efficiency.

Pros

  • Customer Insights
  • Seamless Case Management
  • Knowledge Management:

Cons

  • Reporting Integration: Reporting data should more accurately pull exact outcomes from S/4 HANA to ensure precise insights.
  • Enhanced Data Accessibility: More S/4 HANA-related data, such as inventory, contracts, and transactional details, should be made directly accessible in the target system (C4C Service Cloud) for a smoother, more informed service process.

Likelihood to Recommend

SAP Service Cloud is particularly well suited for after-market processes, such as handling service requests, managing customer support cases, and tracking warranties or service contracts. It may be less appropriate for scenarios that require deep transactional processing directly in S/4 HANA, where real-time ERP capabilities are critical.

VU
Verified User
Consultant in Engineering (10,001+ employees)
Vetted Review
SAP Service Cloud
9 years of experience

Incredible SAP Tool

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

Our organisation using this for handing customer queries across all the channels with the single platform. It ensure to streamline our customer service facility to deliver superior services to our customers or clients. It gives the transparency on all the queries related to the status or ETA. It makes our clients happy and satisfied. It helps in resolving customer queries rapidly.

Pros

  • Transparency on all tickets and real time updates.
  • Superior ticket/queries management dashboard.
  • Adding of automation in the system for resolving the tickets rapidly.

Cons

  • Solution costing is high.
  • Less options for third party integrations.
  • Managing of old tickets records is little bit difficult.

Likelihood to Recommend

We are happy because our clients are very happy with our customer support services due to this solution. It helps a lot in building trust and relationship. It reduce a lot waiting time.

VS
Vinay Sharma
Project Expert in Information Technology at EY (501-1000 employees)
Vetted Review
SAP Service Cloud
4 years of experience
View profile

Always happy with SAP products

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

SAP Service Cloud is a best solution for handling or managing customer tickets across all the support channel on the single platform. Assigning of tickets to the right department for faster updates and response. It gives the transparency on every tickets so the customer can track the status at any time. It reduce the customer tickets waiting time and resolves issue more quickly and easily. It saves from misunderstanding or miscommunication.

Pros

  • Customer can track the status on the tickets.
  • Resolves high priority tickets more quickly.
  • Makes thing connects so that miscommunication can be reduced on the customer issues or tickets.

Cons

  • Automation of tickets resolving sometimes update wrong inputs on the tickets.
  • Sometimes tracking of old tickets little bit challenging.

Likelihood to Recommend

Now our customer are very happy with our customer supports. Customer getting quick and better resolution on their issues very quickly with almost no waiting time.

VU
Verified User
Engineer in Information Technology (201-500 employees)
Vetted Review
SAP Service Cloud
3 years of experience

Superb solution by SAP for customer support

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

After implementation this in our organisation it makes our customer support more efficient and fast. It manages our customer issues very easily without problems. Easy to track the progress on each tickets and assigned to the right department for fast resolution. It saves lots of time in resolving issues manually. Automation of responses for the customer issues saves from queue time and build trust on us. our customers are now very happy with our services.

Pros

  • Automation resolves tickets with any human efforts.
  • For better productivity we can integrate with other SAP products.
  • Managing of customer issues is now very easy and fast.
  • Ensure to provide best quality experience to our customers.

Cons

  • Subscription cost is not pocket friendly,
  • Dashboard is laggy and has limited options/feature.
  • Initial setup takes time.

Likelihood to Recommend

Best customer support is the backbone of the every organisation because customer support is very crucial part of the organisation, for making the brand value on the basis of customer feedbacks and reports. It handle customer issues very efficiently and resolves on priority or asap.

RV
Radhika Verma
Project Manager in Information Technology at Capgemini (1001-5000 employees)
Vetted Review
SAP Service Cloud
4 years of experience
View profile

Mind blowing Experience with SAP Service Cloud solution.

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

SAP Service Cloud is very beneficial solution for our customer support department. It handles customer queries very efficiently and ensure smooth experience to our customers. It reduce the resolution time and gives the fast response on the customer queries. It saves from miscommunication. Easy to integrate with all types of application for better productivity. It organised all the queries at the one place where our customer support executive review the queries and responds quickly. It also saves our manual efforts by adding automated response in our systems.

Pros

  • Easy to manage all issue because available at one place.
  • Saves from late reply and miscommunication.
  • Quick resolution on customer queries and maintain communication chain as well as keeps all previous chats for quick and better resolution.

Cons

  • Sometimes automated response gives wrong reply on queries.
  • Reports are not accurate sometimes.
  • Solution is paid not an open source.

Likelihood to Recommend

10 points from my side for this solution because managing of customer queries is now very easy. Easy to assign the right department for quick resolution. Build customer trust and relationship on us. Gives better productivity and build our brand value.

AC
Akriti Chawla
Lead Technical Specialist in Information Technology at GlobalLogic (501-1000 employees)
Vetted Review
SAP Service Cloud
3 years of experience
View profile

SAP Service Cloud Review

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

It is cloud based service provider solution with AI capabilities. It really helps in managing customer interactions with faster result on the queries. It boost customer loyalty. It has decent dashboard where all basics informations are available. Securely integrate with other SAP solutions for better usability or productivity. Mainly omni-channel support play a vital role for handling queries from the different channels. Case managing is quick with this solution as well. It meets customer expectations very smoothly.

Pros

  • Wide range of integration with other SAP services.
  • Makes business more agile and fulfilling customer needs.
  • Case management is really quick.
  • AI saves time and gives quick response on the customer queries.

Cons

  • High costing for setup in small organisations.
  • Limited options for customisations.
  • Challenging integration with non SAP products.

Likelihood to Recommend

No doubt, always recommended for every single organisation because it gives the better customer experience and resolves customer issues quickly with the help of AI responses. workflows automation helps in resolving customer issues on priority and quickly.

NV
Nikhil Verma
Technical Specialist in Information Technology at GlobalLogic (1001-5000 employees)
Vetted Review
SAP Service Cloud
3 years of experience
View profile

Impactful solution for better customer support services.

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

Basically it helps by making the streamline of the service process to deliver the best experience to our customers. After implementation in our organisation it reduce the wait time and tickets gets resolved in very minimal time. It has centralised ticket system where ticket automatically assigned to respective department. It resolved inconsistent customer experience because every time our customers get the different answer from different executive. It reduce workload on our customer support executive. Easily integrate with ERP system as well. Provides real time visibility on every ticket.

Pros

  • AI driven response, resolves customer issues quickly.
  • Ensure consistency by standardized services processes.
  • Reduce manual efforts & improves our customer support service.

Cons

  • Slower response time create issues sometimes.
  • Licensing cost is not pocket friendly.
  • Third party integration is challenging.

Likelihood to Recommend

It provides the clear view on every ticket from the complaint to the status to the get resolved. AI chatbots handle repetitive queries that reduce call volumes and improves our customer experience. Also it is too heavy and costly for implementation in small cases. but it is fully satisfying product.

NS
Nikita Singh
Technical Specialist in Information Technology at LTIMindtree (501-1000 employees)
Vetted Review
SAP Service Cloud
4 years of experience
View profile

Happy with SAP Product.

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

SAP Service Cloud allows us to resolve our customer issues very quickly with proper resolution. Tracking, managing, and assigning tickets to the respective team for better and quicker resolution. It really helps reduce human effort and builds customer trust in us. We can also create a workflow to automate the resolution of issues without requiring any human interaction. It saves time & increases productivity.

Pros

  • Quick resolution with minimal queue time.
  • Customised workflows for automating.
  • An inbuilt reporting and analytical tool for better decision making.

Cons

  • UI is a little bit laggy.
  • The pricing model is not friendly.
  • Challenging when integrating with 3rd party services.

Likelihood to Recommend

It is a beast for resolving low-priority tickets quickly without any human interaction. It saves our customers from waiting in line and delivers the best resolution to them.

BG
Bhavya Gupta
Application Developer in Information Technology at Oracle (1001-5000 employees)
Vetted Review
SAP Service Cloud
4 years of experience
View profile

Excellent Product For Better Customer Service

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

It is well designed solution for managing customer queries in single platform. It is simple to create tickets and assigned to the respective department for better and quick resolution. It improves our customer support, decrease queue time and manual efforts. Easy for us and the customer to track the status on the tickets. We can add automation to the tickets which priority is low it automatically resolves with any human intervention. We are happy with this product.

Pros

  • Auto resolves tickets for better & quick resolution
  • Managing and assigning of tickets.
  • Seamless integration with other SAP products for better experience.

Cons

  • Costing is not user friendly for startups.
  • Dashboard has limited options needs to be added more to make this user friendly.

Likelihood to Recommend

Lots of inbuilt customisation options allow us to customise the workflow as per the needs for better and quick resolution. It is very robust and secure. Never disappoint with their services as well as it follows all security standards that makes this superb and recommended.

LS
Lovleen Singh
Project Manager in Information Technology at KPMG India (501-1000 employees)
Vetted Review
SAP Service Cloud
4 years of experience
View profile

Solution That Boost Your Customer Support.

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

SAP Service Cloud is our customer support team's preferred solution. Because it is easy for us to manage customer issues and respond quickly, we can build customer trust in us. It is very transparent because customers can check the status with every single update on the query to stay updated. It improves both our productivity and efficiency. It manages all the open & closed queries on the dashboard, making it easy for non-tech users.

Pros

  • Managing customer queries very quickly and efficiently.
  • The customer can check the status to know the progress.
  • Reporting & Analytics help in better decision-making.

Cons

  • Pricing needs to be more pocket-friendly.
  • The mobile app requires optimization for improved performance.

Likelihood to Recommend

It helps resolve complex customer queries in priority and sends regular updates to keep customers informed. It ensures the streamlining of customer support, i.e, the main thing in every organisation.

SB
Shreya Batra
Technical Lead in Information Technology at EY (501-1000 employees)
Vetted Review
SAP Service Cloud
3 years of experience
View profile