SAP Service Cloud and SAP ERP(Perfect Blend for Intelligent Enterprise).
September 25, 2024

SAP Service Cloud and SAP ERP(Perfect Blend for Intelligent Enterprise).

Saurabh Kabra | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with SAP Service Cloud

We use SAP Service Cloud V1 to record technical requests, price requests, sample order requests, etc. The basic idea is to use the ticket object's tight integration with other SAP backend systems like ERP.

Pros

  • Very matured service request process end to end with SAP ERP integration.
  • Extension and Analytical capabilities around the process.
  • SDK capability to adopt the UI as well as process at the run time.
  • Approval process brings the transparency across organisation.

Cons

  • Mobile app experience could be improved.
  • Inbound email based ticket creation related process could be improved.
  • Streamlined sample requesting process across business units.
  • Reduced sample delivery timeline.
Easy out-of-the-box integration with SAP ERP.
Our sample delivery process was streamlined/improved across business units.
Since we already had SAP Sales Cloud V1, it was logical for us to enable service capabilities in the same tenant. (no additional effort for the integration and change management for the users).

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

It is well suited for B2B ticket-related processes, especially when integration with SAP ERP is required. It is also well suited when sales reps might need to use the solution on a mobile device like an iPhone or iPad.

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