SAP Service Cloud - Space for customer Insights
November 30, 2021

SAP Service Cloud - Space for customer Insights

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with SAP Service Cloud

We were desperately looking for a customer engagement method to mingle with our customers efficiently. We tried SAP Service Cloud and it was fantastic. Customers now can lodge their complaints as well as get all the information that is available. And it has a deep search capability allowing the customers to navigate easily.
  • Deep Search Capabilities.
  • Chatbots.
  • Mobile Application available.
  • Connecting to backend is not smooth.
  • Consumes a lot of bandwidth.
  • Mobile App needs more improvements.
  • Self Service Portal.
  • Chatbot.
  • Easy customer interactions.
  • Interactive interface for customers.
  • Can serve customers in non working hours through chatbot.
We compared the SAP Service cloud with Oracle Field Service. SAP was selected as it suited very well for the requirement we have for customer interaction. The cost factor also played a major role but SAP is available on subscription-based. So it was affordable as no capital expenditure was required.

Do you think SAP Service Cloud delivers good value for the price?


Are you happy with SAP Service Cloud's feature set?


Did SAP Service Cloud live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of SAP Service Cloud go as expected?


Would you buy SAP Service Cloud again?


SAP Service Cloud is the ideal platform to get engaged with customers. We have implemented SAP Service Cloud enabling customers to be more interactive with us through chatbots and customers loved it. The self-service portal hosted through SAM Service cloud also was a great success. My personal experience is that SAP was not compatible with the existing on-premise application so we had to add a middleware layer to make it compatible with SAP.