Service Cloud Review
December 23, 2022
Service Cloud Review
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with SAP Service Cloud
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
- Increased brand value or service satisfaction with faster case closure
- Saved millions of dollars by reducing unnecessary engineers to collaborate in case closure
- Reduced time taken to close cases drastically
Yes we saw huge drastic increase in time taken for cases to close, we also saw that there is reduction in collaborating unnecessary Engineers in closing case, it also increases in using wrong parts to complete job which saved millions of dollars, customer satisfaction rate has been sky rocketed since SAP came to picture.
License fees, there is huge difference in licensing fees but both are having similar features to offer but SAP is having slight chance, the integrations adapters that were offered are lot better compared to Salesforce, we also had inventory that was on SAP platform so its better to integrate with SAP Service Vloud
Do you think SAP Service Cloud delivers good value for the price?
Yes
Are you happy with SAP Service Cloud's feature set?
Yes
Did SAP Service Cloud live up to sales and marketing promises?
Yes
Did implementation of SAP Service Cloud go as expected?
Yes
Would you buy SAP Service Cloud again?
Yes