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SAP Service Cloud - Tech Review
October 20, 2023

SAP Service Cloud - Tech Review

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

Overall Satisfaction with SAP Service Cloud

We used SAP Service Cloud as a CRM tool for handling customer service management across the organization. It helps us to categorize the cases and to identify the quicker solution based on the nature of issue reported. It has user friendly interface which is low/no code, which allows us an easy understanding about the service request.
  • Similar Case recommendations
  • Streamline Service processes
  • Categorization of cases
  • Connects to different departments
  • Desktop based utility will be more of helpful to the customers which could be shortcut to the cloud portal.
  • Integration to the SAP Commerce cloud could be more reliable. Faced frequent integration issues to the SAP Commerce cloud through they both run on SAP cloud environment.
  • 100% Improved Customer Satisfation
  • Visibility on history of Customer service requests
  • Can assist customers with right products
We have integrated SAP Service cloud with SAP Commerce cloud.
We have the capability to support the customers for purchasing the right product. This reduces the conversion rates, returns of product, etc. Therefore making sure the customers have 100% purchase satisfaction. A happy customer is always a future buyer. The service agents finds it easier to support the customers with SAP Service cloud. This makes sure the entire flow from customer to service agents are satisfied with improved productivity.
The integration to the backend SAP solutions is better with SAP Service Cloud. We used Veeva CRM, where the Service team has to connect with backend SAP functional consultant for queries over emails. This caused a huge time delays in resolving the customer queries.

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?

I wasn't involved with the selection/purchase process

Did implementation of SAP Service Cloud go as expected?

Yes

Would you buy SAP Service Cloud again?

Yes

SAP Service Cloud is more advanced and well designed platform which can be well used for large scale Retail industry where the end users/customers needs a faster solutions for the service requests.
It is less appropriate where the user community is small and requires less attention.