SAP Service Cloud - nice app for better service
July 03, 2025

SAP Service Cloud - nice app for better service

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

Overall Satisfaction with SAP Service Cloud

We are using SAP Service Cloud to collect service requests from channels like SMS, phone, mail inquiry, create tickets and in consequence assign technicians with appropriate skills to those tickets. Technicians are then travelling to customers to check the appliance and repair it if needed. In that case we are using Resoure Scheduler functionality.

Pros

Cons

  • Overall performance of the application
  • Mobile app is not good enough nowadays
  • Development limitations
  • Customer satisfaction
  • Better and faster problem solving
  • Full transparency for Customer throughout hole service process
It has nice integration capabilities with SAP CPI middleware due to pre-delivered integration packages. It gives possibility to connect SAP Service Cloud in quite easy way with other SAP or Non-SAP solutions like SAP Field Service Management, ERP On-Premise or S4/HANA. You can also expose OData APIs to be consumed by external systems.
Yes, definitely SAP Service Cloud improved a lot the quality of service in organization. Customers are receiving better and faster solutions for their problems, their appliances are being repaired by qualified and proper-assigned technicians with the right skills. This in consequence led to an increase in income from aftersales activities.

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

SAP Service Cloud is well suited with its omni-channel capabilities giving the possibility to collect service requests from different channels like phone, e-mail or CTI telephony. It also has nice User Interface (when it comes to desktop version). On the other hand SAP Service Cloud needs to be definitiely improved in terms of mobile app, which is horrible and it has limited development possibilities.

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