Neat and quick ticketing system, not friendly for admins
October 05, 2023
Neat and quick ticketing system, not friendly for admins
Score 5 out of 10
Vetted Review
Verified User
Overall Satisfaction with SAP Service Cloud
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
- Increased brand value
- Speed to resolution
- Better visibility and cooperation with COEs
Employees are relatively happy to have this centralized ticketing system that is easily accessible from any page within the platform, regardless of where they navigate.
However the speed to resolution has not been that much improved, the communication engine and email notifications are very rigid and the admin team struggles to make any kind of customization.
However the speed to resolution has not been that much improved, the communication engine and email notifications are very rigid and the admin team struggles to make any kind of customization.
Do you think SAP Service Cloud delivers good value for the price?
Yes
Are you happy with SAP Service Cloud's feature set?
No
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