SAP

SAP Service Cloud

8.2 /10

What is SAP Service Cloud?

SAP Hybris Service Cloud allows your organization can give its customers the right service on the right channel, delivering an excellent customer service experience at every point in their journey.

Company Details

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SAP Service Cloud Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on SAP Service Cloud.

88 Likeliness to Recommend

100 Plan to Renew

87 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

+99 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love SAP Service Cloud?

0% Negative

0% Neutral

100% Positive

Pros

Performance Enhancing
Enables Productivity
Trustworthy
Efficient Service

Feature Ratings

Average 87

Mobile Customer Care

Agent Collaboration

Multi Channel Support

Customer Self Service Capabilities

Customer Service Knowledge Management

Agent Scripting

Contact Center Integration

Intelligent Search

Customer Service Workflow Management

Analytics and Reporting

Customer Community Management

Vendor Capability Ratings

Average 82

Business Value Created

Ease of Data Integration

Breadth of Features

Product Strategy and Rate of Improvement

Ease of IT Administration

Usability and Intuitiveness

Quality of Features

Vendor Support

Ease of Implementation

Ease of Customization

Availability and Quality of Training

SAP Service Cloud Reviews

Alain M.

Role: Information Technology
Industry: Finance
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jul 2021

Going Digital in a Post Covid-19 Era

Likeliness to Recommend

9 /10

What differentiates SAP Service Cloud from other similar products?

In this post Covid-19 era, we realized that our customer base would call less to submit queries and complaints, and walk-in support at our office was less and less frequent. On the contrary, live chat supports were blooming and our ticketing system started getting overwhelmed. That was when we realized the full potential of SAP Service Cloud: mobile customer support oriented towards resolving the issue within the hour.

What is your favorite aspect of this product?

I really find appealing the multiple integration flow pre-packages. This really saves a lot of time and is indeed customer support oriented.

What do you dislike most about this product?

A lower pricing would be more appropriate as well as fixed packages. There should not be an estimator tools and costs should be shown right away in my personal opinion.

What recommendations would you give to someone considering this product?

Thanks to the advanced ticketing system, we managed to improved our customer support increasing customer satisfaction by 3x.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Sanjay K.

Role: Sales Marketing
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2021

Straighforward but missing some functionalities

Likeliness to Recommend

6 /10

What differentiates SAP Service Cloud from other similar products?

Straighforward setup, easy to perform simple admin tasks.

What is your favorite aspect of this product?

Platform works well and relatively stable.

What do you dislike most about this product?

The product is missing some key components (i.e surveys)

What recommendations would you give to someone considering this product?

Platform works well though it is quite expensive. Interfaces with other SAP products such as ERP should be easier than they are. Lacking in adequate support of surveys.

Pros

Performance Enhancing
Enables Productivity
Trustworthy
Unique Features

SAP Service Cloud

What is SAP Service Cloud?

Company Details

Need Assistance?

SAP Service Cloud Ratings

88 Likeliness to Recommend

100 Plan to Renew

87 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+99 Net Emotional Footprint

How much do users love SAP Service Cloud?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Agent Collaboration Supports live collaboration between agent and customers, among customers (e.g. forums), and among service professionals (e.g. team-based customer service).

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Community Management Creation and management of branded and focussed user communities.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

SAP Service Cloud Reviews

Alain M.

Going Digital in a Post Covid-19 Era

Likeliness to Recommend

Pros

Sanjay K.

Straighforward but missing some functionalities

Likeliness to Recommend

Pros

Feature Ratings

Mobile Customer Care

Agent Collaboration

Multi Channel Support

Customer Self Service Capabilities

Customer Service Knowledge Management

Agent Scripting

Contact Center Integration

Intelligent Search

Customer Service Workflow Management

Analytics and Reporting

Customer Community Management

Vendor Capability Ratings

Business Value Created

Ease of Data Integration

Breadth of Features

Product Strategy and Rate of Improvement

Ease of IT Administration

Usability and Intuitiveness

Quality of Features

Vendor Support

Ease of Implementation

Ease of Customization

Availability and Quality of Training