Improved Customer Service but lacks overall completeness
July 21, 2025

Improved Customer Service but lacks overall completeness

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with SAP Service Cloud

Capture questions of our customers about products and our stores in Case Management (tickets) and process them via automated workflows and standardized templates. Also provide reports and dashboards to gather insights about CSAT and NPS scores to determine if we are handling their questions and complaints in the right way and in time.

Pros

  • Case management
  • Reporting
  • Workflows

Cons

  • Knowledge Base
  • Social listening
  • UX
  • Improved FTR
  • Reduction of workload service agents
  • More requests automatically created than able to handle
Not always out of the box, and mainly SAP integrations are supported
Improved First Time Right score and automated workflows to assign tickets to the right teams and departments really helped improve efficiency and effectiveness and also overall CSAT
All in solution within SAP CX suite. Integrates better.

Do you think SAP Service Cloud delivers good value for the price?

No

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?

No

For Case Management it works quite well, but, in my opinion, it’s knowledge base integration with MindTouch is quite awful.

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