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Fast and seamless integration into the SAP Ecosystem.
October 28, 2023

Fast and seamless integration into the SAP Ecosystem.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with SAP Service Cloud

The main aspect of what SAP Service Cloud addresses is improving our customer support and issue resolution processes. Using SAP Service Cloud, we can easily track customer inquiries and complaints, ensuring that no issue goes unresolved. The platform helps us maintain a detailed record of each customer interaction, enabling our support agents to provide personalized and effective solutions promptly.
  • Good set of API's allowing integration with other third party solutions.
  • Great integration with other SAP products.
  • Data governance headaches are avoided by proper controls.
  • Documentation varies between versions and it is rather hard to find.
  • AI tools are somehow behind the market level - should be improved.
  • Hard to configure.
  • Service requests with shorter issue resolution time.
  • Reduced customer service costs.
  • Shorter resolution time helps brand satisfaction.
SAP Service Cloud has streamlined our customer service processes, allowing us to resolve customer inquiries and issues more efficiently.
AI features are behind what Microsoft offers in its Dynamics 365 Customer Service, but as we already had other SAP products, the integration was easier with SAP Service Cloud. Implementation time was a key aspect of our project.

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

If you already are using the SAP ecosystem in your company .... go for this tool. It will easily integrate with your other services. It is well suited for large businesses that work in data-sensitive industries like finance and healthcare due to the built-in data governance and security features. It is less appropriate for small businesses or businesses that need to put in place a fast solution. Also, if you do not use other SAP products, it may be better to find another solution.