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SAP Service Cloud

SAP Service Cloud

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.

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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

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  • 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 7.5.

The most common users of SAP Service Cloud are from Mid-sized Companies (51-1,000 employees).
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Reviews and Ratings

(129)

Attribute Ratings

Reviews

(1-25 of 71)
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Score 8 out of 10
Vetted Review
Verified User
Incentivized
I am an IT person, and I used to work with High amounts of data where we needed to store that particular thing on a large scale, and that information/data we were going to use as forecasting our business, so that was a pretty pleasant experience with it. SAP is also providing excellent support for customer relations management. It's better for effective Customer Relation Engagement. Also, SAP Cloud has integrated into SAP Enterprise, which is also an added advantage for our product to be still connected with SAP.
  • First is It is highly effective when we consider Customer Relation Engagement.
  • Good User Interface by which anyone can get used to it quickly.
  • It is providing infinite opportunity of integration with other SAP solutions.
  • Affordable Solutions with effective features.
  • It has prebuilt charts which helps us to define customer journey with ease of efforts.
  • Somewhere I feel like about its Graphics used for User Interface.
  • It has Strong, effective CRM features. Reporting interface graphics can be improved, but analysis is the strongest feature.
  • Somewhere, It becomes a little hard to understand with its features, but we can improve that part.
It is well suited for Analytics, Customer Relationship Efficiency Engagement, and best suited to help decrease Infrastructure maintenance costs for Organizations. Learning for new bees is a little difficult to grasp with the features/functionalities. The Software is a little complex from the setup and configuration point of view. Reporting capability can be improved as it is a highly effective CRM.
Priyanka Yadav | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I used SAP Service Cloud to make our customer service better. It helps us answer customer questions faster and keeps track of what they need. This tool also lets us learn from customer trends and makes sure we provide good service. We use it for things like helping customers online, managing information, and connecting with them on social media. It's like a helpful tool that makes sure we give our customers the best service possible.
  • Analytics and Reporting
  • Efficient Ticketing System
  • Unified Customer View
  • Knowledge Base Management
  • Cost Transparency
  • Mobile App Functionality
  • User Interface Complexity
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Integration improvements kicked off at the end of 2021 introduce a new “Payout created” message which will link to an account to orders (and SAP invoices) being paid through a shared Id. We us SAP on a daily basis with our needs and it allows us to work smoothly with our resources in order to complete our tasks.
  • Lotting Process
  • Manifest Structure
  • Storing Data
  • Easier Integration
SAP works well in respect to creating invoices and storing data. It does not work with all our processes at this time but we are hoping to change that. If we were to integrate more services with SAP, we would definitely consider making this our main program. Hopefully in the future this will resolve any issues.
Score 8 out of 10
Vetted Review
Verified User
We primarily use it to streamline customer service processes. It provides tools for managing customer inquiries, complaints, and service requests efficiently. This includes handling customer interactions through various channels like email, phone, and social media, because we attend thousands of requests every day because of our service. Also we use it the platform for analytics and reporting capabilities, enabling us to analyze service performance, customer satisfaction, and identify areas for improvement.
  • 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.
SAP Service Cloud is primarily used to streamline customer service processes. It provides tools for managing customer inquiries, complaints, and service requests efficiently. This includes handling customer interactions through various channels like email, phone, and social media. The platform supports omnichannel engagement, allowing customer service representatives to interact with customers across different channels seamlessly. This ensures a consistent and unified customer experience.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
SAP Service Cloud helped us streamline all the customer touchpoints right from the tracking of support requests, customer details, and past exchanged notes with the customer. Its seamless integration with other software especially the ones used by the product and engineering team helped us cater to the customer in the best possible manner. The automation and the analytics really helped us scale our operations.
  • Tracking of the past customer data
  • Analysis available for the service tickets
  • Seamless integration with other softwares
  • Pricing is a bit on a higher side
  • The UI could be made ever evolving keeping in mind the changes in the customer service landscape
  • Customizations according to requirements could be helpful
We were looking for a platform that could help us scale our customer satisfaction, reduce tasks that can be automated, and improve efficiency. SAP Service Cloud's Ticket intelligence feature helped us categorize the tickets raised by customers which helped us improve our response metrics by better prioritizing the tickets raised by customers.
Score 8 out of 10
Vetted Review
Verified User
SAP Service Cloud has has elevated our client relationship managements effectively by centralizing all clients information and communication history, projects details,streamlining the management of service requests as well as tracking. This platform has facilitated collaborations among team and effective ticketing in customers services. Much is effective in fields services management and assets managements as well as collecting customers feedbacks.
  • 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
With SAP Service Cloud is well fitted to give comprehensive analytics of business requirements aligning with specific needs, define goals and objectives. Perfect in scalability planning ad data quality and clean -up.Best for data exchange and synchronisation between SAP Service Cloud and other applications. With regular monitoring and testing as well as optimizing network configurations.
Rubu Gogoi | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
The tools of SAP have allowed us to improve our service management. Handling complex automation along with easy integration with other SAP solutions has simplified our work management. Tracking resolved issues history of tickets is simpler than ever. All the data can be easily organized and analyzed.
  • Data management and visualization.
  • Managing customer tickets is easier. It shows all the history of tickets raised by customers previously.
  • Easy integration with other applications.
  • Tracking KPIs and tools to analyze data and make data driven decisions.
  • Too many features takes additional time to learn.
Customers can raise multiple tickets, so SAP provides all the previous ticket history of customers. It allows for easy tracking of previous data and saves a lot of time. The customer support team has a streamlined process on SAP that is simple and easy to follow, improving the overall productivity of the team.
Score 8 out of 10
Vetted Review
Verified User
As being as a analyst I have to maintain the records of emails, calls and other social sites data in collated form. But with the help of SAP Service Cloud tool I can pull all the data into one place which helps me to respond my clients queries instantly and effectively instead of going different channels. It streamline my team workload according to the priority and category wise and my team pick the request accordingly without missing any deadline.
  • It makes my all emails, call logs and other data into one place and my team can easily pick the data as per priority wise.
  • It helps to respond my customer queries very instantly without missing any one the emails.
  • Also it helps to identify the duplicate questions so that we can easily take teh reference from the previous solutions.
  • Improvement in cloud connectivity in remotes having network issue
  • We face challenges sometimes to integrate a chat tool
It is well suited when we need to collate the data from different channels and make it into one place so that we can work on that. With this tool we can manage our data at one place as it pulls together all chats, emails and other data together and it categorise and set the priority accordingly so that my team can pick the request according to the priority wise and respond to each query in a very effective way. It saves a lot of time for us.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
The best feature of the SAP Service Cloud is that it can collect messages from all your places like mail inbox and social sites and bring them to your SAP Service Cloud dashboard. It is also useful to automatically categorise by customer problems. Easy to use and easy to integrate with other third-party tools.
  • Automatically collect all your messages and bring them in one place.
  • Easy to integrate with other thard party tools
  • Customer relationship management is so good. It's ensure customer satisfaction.
  • Top notch Omni channel support
  • Great user experience.
  • I found it's pretty hard to configure this tool.
  • It's slightly costly than other tools.
  • Need to improve AI feature.
  • I'm not so impressed by internal UI interface. Need to improve.
  • Customer feedback feedback manegement is not up to the mark I believe
SAP Service Cloud so useful to sort out your customers, based on there problems and priority. But at the same time it's pretty much costly and have some learning curve for new comers. Built in knowledge base is very useful to solve customers common problem with its pre-loaded solution. Which helps us to reduce time.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
SAP Service Cloud is employed within our organization to effectively oversee and enhance our customer service functions, encompassing areas such as case management, knowledge management, service request management, and the provision of self-service portals.
  • Omnichannel Support
  • Case Escalation
  • Knowledge base
  • Analytics and Reporting
  • Customization
  • Mobile Accessibility
  • Customer Feedback Management
SAP Service Cloud is well-suited for extensive enterprises dealing with intricate service operations and those aiming to deliver omnichannel customer support. On the other hand, it may be less suitable for smaller businesses with limited resources, a need for rapid implementation and immediate ROI, organizations lacking significant IT expertise, as well as startups and small customer service teams.
Sandra Da Silva Gutierrez, PMP® | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
This year we implemented S/4 HANA Rise edition for 2 of our companies. I can only say that the use of the system is as if our servers were on premise, nobody notes the difference in response time.SAP support is also impeccable
  • Support
  • Availability
  • Reliability - no downtime yet for us
  • Support in spanish for Latin America
  • Academy or education in person in Paraguay
  • A partner better organized, with better organization
SAP Service Cloud can be a significant investment, and each module or add on you want to implement has a high cost. Also there are fiew support specialists. I think it is suited for medium to big enterprises, with ambitious investment budgets.
Luiz Fernando Junglos | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use it to connect all contact systems with the sales team and external clientes. It helps a lot in the development and control of processes with access to knowledge and correct information to improve customer engagement and resolution on the first contact to avoid unnecessary new contacts, all the system's intelligence offers us a much more agile and easier resolution.
  • Efficient technologies
  • a different user experience
  • excellent customer experiences
  • cloud could be simpler in your daily use
  • less infrastructure
In our use, I recommend it to all companies that need agility in service, quality systems and maximizing results. I see that the entire Sap Service Cloud approach follows a very high quality standard and a great help for better service to the end customer. Another point is the ease of use and connection between all employees using AI to help in some areas, often eliminating wasted time.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use SAP Service Cloud at our agency for our team that looks after customer service for a big bank. The tool helps us handle questions, issues, and comments from places like email, calls, or social sites. Before using SAP, we had trouble keeping track of messages and missed some. Now, everything's in one place, so we don’t miss out on anything. The main thing it does for us is keep track of customer issues and help us reply fast, which is really important because we deal with banking matters.
  • 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.
  • 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.
SAP Service Cloud is well-suited for businesses like ours handling customer service for complex sectors, like banking, where centralized communication is vital. Its ticketing and knowledge base excel in such settings. However, for a small business with simpler needs or one reliant on numerous non-SAP third-party tools, the platform might feel overwhelming and less smooth in integrations. The range of its features could be overkill for more straightforward operations.
Score 7 out of 10
Vetted Review
Verified User
The main aspect of what SAP Service Cloud addresses is improving our customer support and issue resolution processes. Using SAP Service Cloud, we can easily track customer inquiries and complaints, ensuring that no issue goes unresolved. The platform helps us maintain a detailed record of each customer interaction, enabling our support agents to provide personalized and effective solutions promptly.
  • Good set of API's allowing integration with other third party solutions.
  • Great integration with other SAP products.
  • Data governance headaches are avoided by proper controls.
  • Documentation varies between versions and it is rather hard to find.
  • AI tools are somehow behind the market level - should be improved.
  • Hard to configure.
If you already are using the SAP ecosystem in your company .... go for this tool. It will easily integrate with your other services. It is well suited for large businesses that work in data-sensitive industries like finance and healthcare due to the built-in data governance and security features. It is less appropriate for small businesses or businesses that need to put in place a fast solution. Also, if you do not use other SAP products, it may be better to find another solution.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use SAP Service Cloud by inputting all our services and sending them over to our collaborative team. They can see all the products we purchase and what they are used for.
  • I input all the goals for the day
  • I input all information from the week
  • I have not gotten into a problem with SAP Service Cloud.
I had everything on an Excel sheet which was more difficult to explain and all the formulas that I had to insert. With SAP Service Cloud, I just input whatever data I need to update and it does all the work for me.
Dr. ROOPESH RAO | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
SAP service cloud helps in integration of various applications accross department and save the precious data in a single platform. Having a big unit it is very difficult to manage every app. So integration is a must. SAP service cloud helps in large scale coverage of application and developing a fool proof environment for the same. We are able to store the data on a single cloud and use SAP expertise for the same.
  • Customer relationship management
  • Integration
  • Sales management
  • Forecasting
  • Demand and supply analysis
  • Costly for small businesses
  • User friendliness
  • GUI
It's excellent for managing customer interactions, service requests, and case resolution efficiently. SAP Service Cloud provides powerful analytics and reporting capabilities, enabling data-driven decision-making.It offers robust knowledge management tools to create, organize, and share information with both customers and service agents.SAP Service Cloud can help organizations optimize field service operations by scheduling and dispatching technicians Effectively The solution can be complex and costly for smaller organizations with limited resources. .
Rohan Kumar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
SAP Service Cloud provides a variety of customer service capabilities, such as case management, knowledge management, ticketing, and self-service choices. Because of its smooth integrations with third-party apps and other SAP solutions, it is appropriate for enterprises with intricate IT environments. It offers various features to help organizations manage and improve customer service.
  • Reporting and Analytics are good.
  • Highly scalable
  • Great support
  • Expensive platform
  • It is resource intensive platform
  • There is learning curve
SAP Service Cloud offers Self-service features on the platform which enable users to independently research solutions to their queries and fix problems. In order to ensure that agents have quick access to the most recent information to efficiently serve clients, SAP Service Cloud facilitates the building and management of knowledge bases.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use SAP Service Cloud to streamline and share the communication process with our customers.
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
*Best suited for managing/streamlining communication with customers in B2B scenarios.
*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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
I use the SAP to access expenses and review my spending summaries.
  • 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 is great for keeping track of finances and documents and accessing/organizing information for our team.
October 23, 2023

SAP Service Cloud Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
SAP Service Cloud is our customer service superhero. It swoops in to tackle the chaos of ticket management and communication, ensuring a seamless customer service experience. From logging issues to resolving them, it's our go-to for end-to-end service management. The scope? It's everywhere our customer service touchpoints exist, making sure everything runs like a well-oiled machine.
  • Efficient Ticket Management
  • 360-Degree Customer View
  • Automated Workflows
  • Knowledge Base Management
  • User Interface Complexity
  • Customization Challenges
Well Suited:
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.
October 23, 2023

Cloud solutions

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Earlier more the issue is with data cleaning, data visualisation and make is secured over cloud network. It was a challenging situation which overcome with SAP service and the data is more secured. Easy to keep and mentain the relationship scope with the clients accros the world in more secure way.
  • Data protection
  • Data visualisation
  • Deployment in secure manner
  • Some training docs need to be updated
  • Integration part with existing system is quite complex
  • Some of features took time to get data upload
As the service is more efficiently work with most of the features in smooth manner, it is now easy to understand and handle it to new users as well. Best part is agent dashboard and that feature makes us more interactive with multiple tickets or questions and their assignments and also great monitor system.
October 23, 2023

Great SAP cloud service.

sanjay chamoli | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I generally use SAP for invoices for customer orders for Maruti Ltd., And I don't think that I have faced any problems with SAP. As I know, our company data is secure, and no one can steal it. Only one thing should be improved, which is the second authentication password if the password is forgotten.
  • It is good software for organization.
  • Quick response through SAP.
  • Easy to use for new user.
  • Simple user interface.
  • Second Password authentication should be there.
  • Help support to be more visualized.
  • Password hint to be added in password column.
SAP service is more demanding in every organization. I have changed many industries, but SAP service is available in reputed industries. However, I found that very few people know the SAP service, and very few people can operate it. SAP organizations should give free training to organizations.
Somnath Nayek | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
SAP Service-cloud is upgraded platform of SAP onprem.its help organizations to run their business smooth and efficiently.from ERP manage to finicial management in all place SAP service manage a key roll.its help organizations to accelerate their business and increase sales revenue.with its intelligent customer service makes its all rounder.
  • accelerate business issue
  • customer oriented solution
  • ticket management for whole organizations
  • efficient management
  • More IOT enabled features
  • Automation in Ticketing system
  • improve GUI
we are using SAP for integrate on of our in-house ERP applications. where we us SAP service specificly SAP HANA and basic for our daily task.developer closely working with SAP funcatilitys where my role was to implement and integrate SAP with our services.i personally engaged this task last 5 years and I can see it's improved lots of things.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We, as a consulting firm and SAP partner we provide SAP Service Cloud installations to our clients. Mainly for SaaS medium to large companies in need of upgrading their actual CRM's or if they want to start a digital transformation and begin to use a new CRM software. The main problem that this software solves is the need of having all client information stored in the same place. Be able to support your client need and have their background in the same place is the main advantage of the platform
  • For SaaS companies with rapidly growing customer databases that need to be organised and well maintained in order to provide a good customer support.
  • Companies with existing on-premise CRM software that need ot update their processes and be fully in the cloud. Both for savings and security.
  • Large companies with manual databases that need to be digitalized and uploaded in the cloud so all the group around the world can access the data.
  • In terms of deployment the software could be a litlle bit more user friendly.
  • Out of the box configurations seems good but are extremely basic and most of the times are not that useful
  • Sometimes the price of the different licenses can be quite expensive compared with competitors.
In my experience the best situations where SAP Service Cloud is implemented is on big ccompanies that have worked with SAP products before. Employees/user knowledge is a key factor for the success of the deployment. Given that sometimes SAP environments are not the most user friendly non savy user may find it difficult to use. I would not recommend it to enterprises that have no SAP products installed.
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