SAP Service Cloud Experience
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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.
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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.
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
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 7.4.
The most common users of SAP Service Cloud are from Mid-sized Companies (51-1,000 employees).
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Reviews and Ratings
(128)Attribute Ratings
Reviews
(1-25 of 30)Companies can't remove reviews or game the system. Here's why
April 03, 2024
SAP Service Cloud - Leading Customer Service Excellence
We use it as a centralised ticketing system for internal tickets as well as customer support tickets. In a company as ours it was very important to provide customer support and adhere to SLAs. SAP Service Cloud's ticketing system enables us to register tickets, track the status and helps in delivering resolution of the tickets. It gives a view to all the relevant stakeholders on the progress of the tickets. We are also able to monitor agent performance and improve their performance based on the insights we derive by using SAP Service Cloud's system. We can also access the entire history of a customer's tickets and refer to them in case we need any information.
- Accurately registers information. Acts as the single source of truth.
- We are able to track SLAs and make sure we do not breach them.
- Helps in coordination between multiple teams where all the teams can view the progress and stay up to date.
- Helps deliver value to clients as we it is seamless for clients to raise tickets and track them.
- Helps free up internal resources as we can focus on our core product offerings.
- A better onboarding guide as first time users need some training to get accustomed to the software.
- We do not use all the features as we do not the complete capabilities of the product. Hence maybe tutorials/demos as per use case a feature solves would help us understand better.
- New feature releases that are available in other stand alone tools
April 02, 2024
Customer retention with SAP Service Cloud
SAP Service Cloud helps us to understand the data insight and improve the processes. Ultimately, it allows us to understand the customer services. It has a user friendly interface which make the job easy to work on it. As a organization, all of these options increase our engagement with the customers.
- Improve Customer support process
- User friendly interface
- Customisation
- Product training can be made easily accessible
- Integration can be made little easier
- Configuration should be made more simple
January 08, 2024
A Closer Look at SAP Service Cloud Capabilities
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
November 20, 2023
Your friendly neighborhood customer service platform
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
November 14, 2023
Most Matters in Customers' Relationship
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
November 06, 2023
Great application to manage Customer success.
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.
October 29, 2023
SAP Service Cloud: Where Banking Meets Best-in-Class Service!
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.
October 28, 2023
Fast and seamless integration into the SAP Ecosystem.
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.
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
October 24, 2023
Improves Management Processes.
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.
October 20, 2023
Try SAP Service Cloud - it's worth the investment
I've been using SAP Service Cloud for the past year and I must say, it has transformed our customer service operations. The platform offers a comprehensive set of tools and features that have helped us streamline our customer interactions and improve overall customer satisfaction.One of the standout features of SAP Service Cloud is its ability to centralize customer data and provide real-time visibility into customer interactions
- Comprehensive Customer Data Management: SAP Service Cloud excels at centralizing and managing customer data. It provides a unified view of customer interactions, allowing businesses to gain insights and deliver personalized support.
- Efficient Ticket Management: SAP Service Cloud offers a robust ticket management system. It enables support agents to create, track, and prioritize customer issues effectively.
- SAP Service Cloud provides extensive reporting and analytics capabilities.
- It offers real-time insights into crucial metrics such as response time, resolution rate, and customer satisfaction scores.
- Many colleagues have reported that the UI is complex and not very intuitive
- It should offer better out-of-the-box integration with other business apps. Improved integration capabilities
- Better customization and configuration - Simplified customization process and more user-friendly
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.
- 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.
- 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)
October 20, 2023
Good integration with SAP ecosystem
allows us to track every stage of the customer journey providing visibility into any areas for improvement, and also if there are any existing bottleneck, for improvement in the customer journey and overall experience. Most importantly it gives everyone a good overview of the current issues from a customer's perspective, and allows us to take actionable steps to work on them
- streamlining issue resolution
- omnichannel support
- direct customer feedback channel
- internal UI interface
- reducing context switching
- ticket queuing
October 20, 2023
SAP Service Cloud: Elevating Customer Service to New Heights
Deploying the SAP® Service Cloud solution will enable uniform inquiry-handling procedures throughout service operations.
Automated client email logging and update emails sent at critical points in the issue-resolution process.
Integration of a wiki and third-party knowledge base
Monitoring response-handling and issue-resolution KPIs in real time
Quick three-month deployment, facilitated by tight coordination with SAP Preferred Success services, the Customer Success department, and SAP's product and development teams
Automated client email logging and update emails sent at critical points in the issue-resolution process.
Integration of a wiki and third-party knowledge base
Monitoring response-handling and issue-resolution KPIs in real time
Quick three-month deployment, facilitated by tight coordination with SAP Preferred Success services, the Customer Success department, and SAP's product and development teams
- Integration of a wiki and third-party knowledge base
- Monitoring response-handling and issue-resolution KPIs in real time
- automated client email logging and update emails sent
- User Interface Complexity: SAP Service Cloud is known for its robustness, but some users find the user interface to be complex and overwhelming.
- Customization Challenges: While SAP Service Cloud is highly customizable, the customization process can be intricate.
- Integration: While SAP offers a wide range of integration capabilities, some users may still find it challenging to integrate with other applications and systems.
October 19, 2023
Review for SAP Service Cloud
SAP Service Cloud allows businesses to manage customer interactions across various communication channels, including email, phone, chat, social media, and self-service portals.It provides tools for managing customer cases, complaints, and inquiries efficiently.AP Service Cloud offers a knowledge base where you can create, store, and organize information.SAP Service Cloud provides analytics and reporting capabilities that allow organizations to gain insights into customer service performance. allows businesses to set up self-service portals and chatbots, which can empower customers to find solutions to their issues independently, reducing the workload on human agents.
- Analytics
- Reporting
- Multi-Channel Support
- Scalability
- Mobile application
- Personalization
October 19, 2023
SAP Service Cloud -- A game changer!
I use SAP Service Cloud to streamline and enhance my organization's customer service operations. This powerful platform allows us to efficiently manage customer interactions, resolve issues, and deliver exceptional support. With its robust features for case management, knowledge management, and seamless integration with other SAP solutions, we can provide a personalized and efficient service experience. SAP Service Cloud helps us track customer requests, monitor service performance, and gain valuable insights from data analytics, ultimately improving customer satisfaction and loyalty. It's a valuable tool for ensuring our customers receive the highest level of service and support.
- Track customer requests
- Monitor performance
- Provide quick and efficient customer support
- Performance can be slow at times
October 05, 2023
Neat and quick ticketing system, not friendly for admins
We use it to capture employee inquiries, track responses, and ensure accountability in providing timely solutions.
Main drive was to make it front and center to all employees, easy embedded buttons within intranet pages, etc., the more, the merrier just so we have a centralized HR ticketing system and not deal with flood of emails to different teams.
Main drive was to make it front and center to all employees, easy embedded buttons within intranet pages, etc., the more, the merrier just so we have a centralized HR ticketing system and not deal with flood of emails to different teams.
- Quick capture and ticket creation
- Visibility to employees
- Centralize inquiries
- Communication notifications
- Email triggers/business rules
- Customizing UI to allow for branding
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.
January 17, 2023
Cloud Nine: The Impact of SAP Service Cloud on Our Company
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.
December 23, 2022
Service Cloud Review
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
September 28, 2022
SAP Service Cloud review
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
July 31, 2022
SAP Service Cloud for Consumer Industry with a Twist Where We Integrated it with SAP QM
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.
July 28, 2022
Catch all system for all your service needs
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
January 19, 2022
Customer Engagements Made Easy With SAP Service Cloud
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.
January 06, 2022
My Experience Using SAP Service Cloud
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.