Strong Core Offering for Large Customers

Integration flows are first and foremost designed around integration with other SAP products. However, even in these cases a certain amount of configuration and know-how is required. Mapping is not always obvious, and errors in data flows can be difficult to resolve. Non-SAP integrations come with a higher integration effort and with less built-in monitoring. Although there is a comprehensive set of APIs available, they can require a lot of technical knowledge to use properly and are not very well documented (e.g. knowing the IDs of fields, which may differ in name to the actual field name due to system changes over time, and which are not explained in any documentation). More lightweight integrations through web services, however, are easy to set up.

Overall, SAP Service Cloud has a core set of functionality in which it performs well. Enterprise-level structured data collection, case categorisation, and single-channel case handling are very effective, and a good volume of service cases should fit within these parameters. When moving to more customised, atypical, or even just variant processes, however, configuration and streamlining of the system can quickly become very complex, costly, and/or not possible in its present form. Additionally, a very large volume of data is required to train any ML/AI models, so new and small customers will not benefit from these enhancements.