SAP Service Cloud
Updated December 15, 2025
SAP Service Cloud
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with SAP Service Cloud
We used SAP Service Cloud for our client Dynapac, primarily to manage their aftermarket processes. The implementation delivered a smooth and seamless experience. In this use case, the client landscape included S/4HANA and C4C Service Cloud. To enhance the customer experience, we aimed to make S/4HANA data more accessible directly from the target system (C4C). For example, key information such as quantities, contract details, and van stock could be viewed and utilized directly within C4C, streamlining processes and improving efficiency.
Pros
- Customer Insights
- Seamless Case Management
- Knowledge Management
Cons
- Reporting Integration: Reporting data should more accurately pull exact outcomes from S/4 HANA to ensure precise insights.
- Enhanced Data Accessibility: More S/4 HANA-related data, such as inventory, contracts, and transactional details, should be made directly accessible in the target system (C4C Service Cloud) for a smoother, more informed service process.
- Improved customer relationship engagement
- Reduced time taken to raise and resolve tickets
- Quick access to customer details
Yes, SAP Service Cloud has significantly improved our customer service capabilities. Technicians can provide resolutions to customers promptly, and social engagement with customers is seamless and efficient.
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
Using SAP Service Cloud
Project Manager, Business Lead, Service Cloud Functional Consultant, Consultant Testing / QA Integration Specialist, Reporting / Analytics Consultant Technical Consultant, Application Support (Post Go-Live)
1. Service Functional Consultant: Responsible for aligning SAP Service Cloud with business processes. Tasks include configuring workflows such as case management, SLAs, and queues, performing business analysis, and mapping processes to system capabilities. Requires strong expertise in business process design, SAP Service Cloud configuration, and analytics. 2.Technical Consultant / Developer: Handles technical aspects of the system, including implementing custom logic, developing extensions, and automating processes. Requires proficiency with SAP Service Cloud SDK, scripting, middleware solutions, and cloud development best practices. 3. Support Consultant: Provides day-to-day system support, manages incidents, conducts end-user training, and coordinates testing and change management activities. Requires skills in troubleshooting, user support, process documentation, and training delivery. 4. Integration Specialist: Ensures seamless integration of SAP Service Cloud with SAP S/4HANA, ERP systems, or other enterprise applications. Responsibilities include designing and implementing APIs, configuring SAP Cloud Platform Integration (CPI), managing data flows, and ensuring accurate data mapping between systems.
- Email Tracking and Routing Process: On a daily basis, approximately 100,000 emails are received. To efficiently track and manage these emails
- Reporting & Analytics for Service Performance: Track key service KPIs and generate actionable insights by creating dashboards and reports on SLA compliance, ticket volume, resolution times, and team/agent performance across daily, weekly, monthly, and annual intervals.
- Ticket Assignment Process: When a customer emails the Technical Product Support channel, a ticket is auto created via C4C Email Channel.
- Ticket Assignment Process: When a customer emails the Technical Product Support channel, a ticket is auto created via C4C Email Channel. For a team of agents, tickets are assigned using a round-robin method: 1. Check the ticket’s Service and Support Team 2. verify valid agents in the Custom Business Object (CBO) with Enable = Yes 3. Sort agents by name and update the Current Agent in the CBO 4. Assign the ticket to the next agent based on the Current Agent 5. If the Current Agent is blank, assign the first agent and update the CBO. sequent tickets follow the round-robin order automatically.
- Email Tracking and Routing Process: On a daily basis, approximately 100,000 emails are received. To efficiently track and manage these emails: 1. Emails that do not contain a specific keyword or pattern in the subject are classified as unassociated emails. 2. Emails with the subject formatted as “XYZ (Org Name) #Ticket ID” along with the relevant text are automatically routed to the inbox of the designated group (Custom Work Centre). This ensures that only valid and relevant emails reach the intended team, while unrelated emails are filtered out for further review.
- AI-Powered Case Routing & Resolution
- Predictive Analytics for Service Demand
- Enhanced Knowledge Management with AI
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