SAP Service Cloud wonders
Updated June 04, 2025

SAP Service Cloud wonders

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller

Overall Satisfaction with SAP Service Cloud

Service Cloud is used to manage customer service and help the management of customer queries and complaint by email or phone call or visit medium channel. The problem that it solves that it cater to help the customer executive to manage the complaint and queries with right channel providing a great support for Telephonic and other channels within less time and helps the organisation leadership and service manager to see the executive performance as to SLA management and escalation etc at right time and right place being user friendly and quarterly release it helps to use new features of product with less customized and help to use it in browser within cloud and secured SAP network.

Pros

  • Channel management
  • Cloud driven and flawless integration with backend SAP S/4HANA Application
  • Mobile and user friendly with fluid UI experience
  • Customer queries and escalation management and reporting
  • Seemless integration with other CX product like Sales cloud and SAP BTP/ CPI

Cons

  • Service Cloud should have more scope to enhance mobile UI as they sometime are not consistently and contains less information as in laptop or desktop
  • More Add in feature like Outlook we have it struck sometime and less functionality
  • migration of customisation changes from Service Cloud V1 to V2
  • Better SLA management
  • Good customer and brand management
  • Increase overall customer satisfaction and help Agents to better organized and well managed in reporting
Best in the market with SAP at backend as it have a good opportunity with new features releasing quarterly without any extra cost of licence
It helped a lot to satisfy customer and increase overall brand value and lesser complaint and have good quality understanding of customer queries and escalation as a result the sales efficiency increase because of better after sales experience which effectively helped in boosting sales
It had better backed integration with SAP S/4HANA and had less overall cost of ownership and standard and less cost invite involved for integration

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

Well suited scenario - With SAP backend system and Synch it integration with front and backend system with standard adapter
Less suited- duplicate email or ticket created while subject of email thread communication is changed

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