SAP Service Cloud Review
May 01, 2025

SAP Service Cloud Review

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with SAP Service Cloud

SAP Service Cloud is used for creating a ticketing system to enable a multinational company to take care of their issues with a machine which they sell it to BTB customers. the scope is to integrate their legacy ticketing system to service cloud to manage the tickets in much more effectively

Pros

  • ticket management
  • routing rules
  • workflows

Cons

  • Some standard fields are not available in workflows
  • adaptation is still slow
  • code list restrictions is pain to maintain
  • reduced customer service resolution time
  • customer service cost
  • improved customer satisfaction
Integration is seamless with other SAP systems. but bit of work with non sap systems. but overall integration has matured from what it was previously.
My client was clueless on how to handle tickets of their customers with earlier legacy systems. but with SAP Service Cloud in place, they are able to manage it much better, improving the overall satisfaction of its customers

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?

Yes

Did implementation of SAP Service Cloud go as expected?

Yes

Would you buy SAP Service Cloud again?

Yes

its suited well for simple ticket management tool, but struggles for bigger scope like filed service management. But over all with new version of v2, looks like all the issues are sorted but not sure why we are not geting any projects in v2 version. Hopefully, we should get something this year.

Comments

More Reviews of SAP Service Cloud

  1. Home
  2. Customer Engagement Platforms
  3. SAP Service Cloud Reviews
  4. User Review of SAP Service Cloud