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

Availability and Quality of Training

100

Breadth of Features

100

Ease of Customization

100

Ease of Implementation

100

Ease of IT Administration

100

Vendor Support

100

Business Value Created

Ease of Data Integration

Product Strategy and Rate of Improvement

Quality of Features

Usability and Intuitiveness

SAP Service Cloud Reviews

Manoj T.

Role: Operations
Industry: Transportation
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jul 2023

Overall Excellent Software

Likeliness to Recommend

8 /10

What differentiates SAP Service Cloud from other similar products?

Analytics and Reporting: The platform provides analytics and reporting features to track key performance metrics, monitor agent productivity, and identify areas for improvement in the customer service process.

What is your favorite aspect of this product?

Ticket Management: SAP Service Cloud allows businesses to efficiently manage customer support tickets, incidents, and service requests. It streamlines the process of logging, tracking, and resolving customer issues, ensuring timely and effective support.

What do you dislike most about this product?

Nothing to dislike as per my knowledge and experience.

What recommendations would you give to someone considering this product?

I would like to highly recommend to people and business owner to use it.

Pros

Efficient Service
Caring
Altruistic
Acts with Integrity

Sujeet Singh V.

Role: Information Technology
Industry: Engineering
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Feb 2023

Feature loaded with best customer service

Likeliness to Recommend

8 /10

What differentiates SAP Service Cloud from other similar products?

Budget solutions with great functions and better customer service than others

What is your favorite aspect of this product?

Customer service is best

What do you dislike most about this product?

Little extra cost than competitors

What recommendations would you give to someone considering this product?

Easy and better features with good customer service

Pros

Helps Innovate
Fair
Altruistic
Acts with Integrity

chetan s.

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

Validated Review

Verified Reviewer

Submitted Jan 2023

SAP Service Cloud's Effect on Our Company.

Likeliness to Recommend

10 /10

What differentiates SAP Service Cloud from other similar products?

License costs are very different, but both have comparable features to offer. However, SAP has a slight advantage because the integration adapters that were provided are much better than those provided by competitors, and because we also had inventory that was on the SAP platform, it is preferable to integrate with SAP Service Cloud.

What is your favorite aspect of this product?

As a consolidated platform for handling support and customer service requests, we employ SAP Service Cloud. We can keep track of and manage customer cases, allocate them to the right team members, and track the development of resolutions. Customer happiness, response times, and internal process optimization are some of the business issues that SAP Service Cloud addresses.

What do you dislike most about this product?

For interactive answers, mobile application user interfaces can be better. It is possible to enhance the knowledge article publishing capability to make it simpler to locate and access pertinent articles.

What recommendations would you give to someone considering this product?

Based on my two years of experience, SAP Service Cloud is ideal for businesses that must handle a high volume of support and customer service requests. Since it enables teams to swiftly handle comparable issues utilizing knowledge articles, businesses and organizations with a high amount of similar requests will find it to be a gem.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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

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.

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.

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.

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

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.

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.

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.

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.

SAP Service Cloud Reviews

Manoj T.

Overall Excellent Software

Likeliness to Recommend

Pros

Sujeet Singh V.

Feature loaded with best customer service

Likeliness to Recommend

Pros

chetan s.

SAP Service Cloud's Effect on Our Company.

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

Availability and Quality of Training

Breadth of Features

Ease of Customization

Ease of Implementation

Ease of IT Administration

Vendor Support

Business Value Created

Ease of Data Integration

Product Strategy and Rate of Improvement

Quality of Features

Usability and Intuitiveness