SAP Service Cloud Reviews & Ratings 2025

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.

SAP Service Cloud - nice app for better service

Rating: 7 out of 10

July 3, 2025

IncentivizedVetted ReviewVerified User

We are using SAP Service Cloud to collect service requests from channels like SMS, phone, mail inquiry, create tickets and in consequence assign technicians with appropriate s...

Verified user

Consultant

3 years of experience

Great system for managing tough customer service work

Rating: 10 out of 10

June 7, 2025

IncentivizedVetted ReviewVerified User

We use SAP Service Cloud to monitor and promptly respond to inquiries from our clients and customers. It helps our team members to stay organized and respond the same on all c...

Kirsten Cornell

Professional - Social Media

Senior Communications Specialist

Walter P Moore

5 years of experience

Services in C4C

Rating: 8 out of 10

May 1, 2025

IncentivizedVetted ReviewVerified User

In KSB we are using SAP Cloud for Customer (C4C) for Sales and Service process and I am responsible for improving Service process in C4C. We create workshop and onsite ticket ...

Rahul Gaddi

Analyst - Customer Service

Product owner

KSB

18 years of experience

The costs are increased caused the refactor on-prem was much more effective

Rating: 7 out of 10

March 19, 2025

IncentivizedVetted ReviewVerified User

The availability of the critical applications as they are for for our business. The move to SAP RISE unlocked the required resources to drive the inovation forward.

Dirk Koerbitz

Advisor - Information Technology

Principal Architect SAP Security

Fresenius

3 years of experience

Fabulous Product By SAP!

Rating: 10 out of 10

February 12, 2025

IncentivizedVetted ReviewVerified User

It is game changer for our organisation, it automates the tickets and gives the faster resolution. AI helps in resolving tickets and in decision making. It reduce the human co...

Sahil Rana

Engineer - Information Technology

Project Lead

Persistent Systems

3 years of experience

Awards

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Pricing

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SAP Service Cloud

N/A

Unavailable

What is SAP Service Cloud?

Entry-level set up fee?

No setup fee

For the latest information on pricing, visithttps://www.sap.com/products/crm/servic…

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

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Product Details

About
Competitors
Tech Details
FAQs

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 and connect service with the value chain.

SAP Service Cloud Screenshots

SAP Service Cloud Video

Watch Service Cloud Overview

SAP Service Cloud Competitors

Salesforce Service Cloud
Servicenow
Mircosoft
Oracle

SAP Service Cloud Technical Details

Deployment Types	Software as a Service (SaaS), Cloud, or Web-Based
Operating Systems	Unspecified
Mobile Application	No

Frequently Asked Questions

Salesforce Service Cloud are common alternatives for SAP Service Cloud.

Reviewers rate Ease of integration highest, with a score of 7.8.

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

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Comparisons

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Reviews From Top Reviewers

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(1-5 of 46)

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Ousttanding Experince with SAP Service Cloud in Matters CRM and other Data Functional Features.

Rating: 10 out of 10

Incentivized

December 21, 2021

Joy Loela

Assistant Team Manager

Woodforest National Bank (Banking, 1001-5000 employees)

Vetted Review

Verified User

3 years of experience

View profile

Use Cases and Deployment Scope

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.

Pros

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.

Cons

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.

Likelihood to Recommend

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.

Better consumer engagement with SAP

Rating: 7 out of 10

Incentivized

December 06, 2021

Verified User

Employee in Information Technology

Consumer Goods Company, 5001-10,000 employees

Vetted Review

Verified User

2 years of experience

Use Cases and Deployment Scope

Since we are global, having a unique platform for the CRM and consumer data management is crucial, SAP solutions bring harmony in all the required services globally, also SAP Service Cloud leverages the data export and analytics activities and we are now able to retrieve the data with less complexity as possible, although sometimes it gets a bit too much time to fetch the data.

Pros

Can be customised according to the business needs
Design reports and KPIs
Good data workbench

Cons

Visualizations in "Analysis" section could be improved
Slow data load time, sometimes
Better UI

Likelihood to Recommend

I would recommend the SAP Sales Cloud as a part of their cloud ecosystem which is specifically curved to consumer / CRM data management. Everything is well designed and prepared as is expected but sometimes the data fetch takes a bit more time than usual (the reason is not known to me and there could be so many root causes for this issue)

Dedicated, Professional, and Manageable Customer Relations Platform

Rating: 9 out of 10

Incentivized

December 12, 2021

Allan Mark

Digital Marketing Manager

Bank of the West (Banking, 1001-5000 employees)

Vetted Review

Verified User

2 years of experience

View profile

Use Cases and Deployment Scope

SAP Service Cloud is a manageable customer support program, very attentive in controlling the welfare and the concern that they get raised. Further, SAP Service Cloud develops a global management option, which accounts for data, and ensures they get fully managed and analytics conducted. More so, the exports and the extraction of data are made efficient by SAP Service Cloud, a concept that articulates the analytical proceedings and customer relations in a company.

Pros

Allows customization based on the needs of clients.
The KPI analytics and designed reporting are done by SAP Service Cloud.
Further, SAP Service Cloud the chat boots and mobile versions are available.

Cons

improvements for mobile app version required.
Data loading time is a problematic option.
The visualization feature from SAP Service Cloud demands extra perfection.

Likelihood to Recommend

SAP Service Cloud focuses on customer relations, database management, more so in controlling the direct contact that the clients offer the business. Besides, data import and extraction support global coordination and harmony. Again, there is many forms of direct engagement, where all required information get to the right personnel and they channel help to the set groups. Data complexity is never a challenge with SAP Service Cloud.

Professional Way for Supporting Customer Relationships and Managing Sales

Rating: 10 out of 10

Incentivized

December 12, 2021

Miley Erickson

Sales And Marketing Specialist

FCCI Insurance Group (Insurance, 1001-5000 employees)

Vetted Review

Verified User

2 years of experience

View profile

Use Cases and Deployment Scope

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.

Pros

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.

Cons

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.

Likelihood to Recommend

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.

Customer Satisfaction bound to increase once you move to SAP Service Cloud

Rating: 9 out of 10

Incentivized

October 20, 2023

Verified User

Manager in Customer Service

Information Technology & Services Company, 1001-5000 employees

Vetted Review

Verified User

4 years of experience

Use Cases and Deployment Scope

I have used SAP service cloud to address the queries and concerns of existing customers and resolve any issues via tickets creation and tracking to closure. My use case was to take care of the complaints and service requests raised by social and email channels for a Software as a service company.

Pros

Seamless integration with multiple channels like social, email, phone
Automated insights on the customer including AI generated recommendations and self service options
gels well with other SAP solutions, such as SAP S/4HANA, SAP CRM, etc.

Cons

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)

Likelihood to Recommend

SAP Service Cloud is like the Swiss Army knife of customer service for big businesses. Ideal for enterprises dealing with high volumes of customer inquiries and multiple products or service lines. For those in the early stages of business or wanting to quickly prototype customer service solutions, the learning curve and setup time might be too much. Early stage companies with budget constraints - please stay away - it could be an overkill

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Cons

Cons

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Cons

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