Unified smart support application
July 16, 2025

Unified smart support application

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with SAP Service Cloud

In our organization, we use SAP Service Cloud as ticket/case management tool for our clients to raise a query and concern or data fix related issues. We also use AI/automation to automate the cases or response where no manual intervention needed or for recurring issues and to automate the assign to correct queue.

Pros

  • Auto response on cases/ticket
  • Automation to assign cases
  • Creation of cases
  • Reporting

Cons

  • High cost
  • Setup is quote complex
  • User Interface needs to be more customer centric
  • Useful for Bigger organization
  • Efficiency increased by automation and workflow
  • Customer retention is godd
No doubt that SAP Service Cloud is very easy and smooth to integration with other SAP enterprise tools but it is having very strong flexibility with external systems to connect. It is not plug and play tool you may need technical planning but that's not a big dela for organization.
As a business point of view, we observed that there is decrease in volume of escalations due to AI/Automation, easily works with global support operations team, maintenance cost reduced due to predictive intelligence.
As a customer point of view support or response got faster and consistent, due to AI/automation things got easy to understand and suggestions are helping customers to select proper case.
Integration with other SAP solutions as it is connect natively with other applications and this simply allows unified data to cross departments to check and vary. Due to its real time dashboard and reporting helps business to take future decision easily. Also, as per the customer survey, it is overall very good.

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

As per the use of SAP Service Cloud, developer or user can customize the workflow according to requirements from business/client. And the AI version is very useful for the SAP Service Cloud to make things easier and reliable.
Also, the integration with other SAP module/tools is pros for this.

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