Waiting on SAP Service Cloud improvement in V2.
April 08, 2025
Waiting on SAP Service Cloud improvement in V2.
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with SAP Service Cloud
Management of tickets and field service. We have an integration with S4, and there is no connection between the two systems. A disconnection in the process makes it hard to work with. Also, all the additional functionalities are add-ons we must pay for (like FSM or Agent desktop). I am now in v1 and expecting a different experience in v2.
Pros
- CTI integration.
- Ticket Management with SLA.
Cons
- Integration with the S4 processes.
- Add On integrated in the solutions.
- Better reporting. For Example, the time calculation in the reports does not consider the working hours.
- It cut customer service costs.
In our case, customer service was previously using Salesforce, where everything was customized for them. When we implemented SAP Service Cloud, the restriction of the system was considered a downgrade for them, as they did not find their functionalities anymore. But it was a needed improvement in terms of processes, as it is more structured and forces the entire company to work in the same way.
SAP C4C was selected to reduce the cost that they had with Salesforce.
Do you think SAP Service Cloud delivers good value for the price?
Not sure
Are you happy with SAP Service Cloud's feature set?
No
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?
No
Comments
Please log in to join the conversation