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

joseph m.

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

Validated Review

Verified Reviewer

Submitted Jan 2023

Ease of use.

Likeliness to Recommend

9 /10

What differentiates SAP Service Cloud from other similar products?

Ease of use and configuration. Data integration from different sources. Security and governance are highly enabled.

What is your favorite aspect of this product?

High data security. Can be accessed by different types of devices from different locations. Easy for workflow management and follow up

What do you dislike most about this product?

Lack of readily available training.

What recommendations would you give to someone considering this product?

You need this tool for workflow management and follow up.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Enables Productivity

Anil T.

Role: Industry Specific Role
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Dec 2022

Must use products for B2B

Likeliness to Recommend

8 /10

What differentiates SAP Service Cloud from other similar products?

The best thing about serving clients with this software was to start their day. This way you can find everything ready in the morning to plan your day. We also provide all kinds of information and options to help you serve your clients.

What is your favorite aspect of this product?

It has excellent integration with third parties and external systems. He has a great support team. The ticket management system is nice and well designed especially for small devices. It leads the market in its field due to its highly reliable and scalable features.

What do you dislike most about this product?

It takes time to get used to all the features, but once you get the experience you will be able to work smoothly.

What recommendations would you give to someone considering this product?

A must-have product for implementing CRM and ticket management systems!!!

Pros

Helps Innovate
Continually Improving Product
Efficient Service
Inspires Innovation

Jacqui-MCMX E.

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

Validated Review

Verified Reviewer

Submitted Jun 2022

Robust and Streamlined Customer Engagement Center

Likeliness to Recommend

10 /10

What differentiates SAP Service Cloud from other similar products?

It provides a strong audit trail and tracing, and that you can faster and easier adjust it when needed. It has a great user interface and a great user experience. Excellent performance servers are guaranteed, allowing for a rapid pace of progress and efficient evolutionary operations.

What is your favorite aspect of this product?

It is a well-designed ticket management system that enables you to effortlessly store, handle, and handle a large number of active requests. The total cost of the cloud service, as well as the amount of features it provides within the cost, are just excellent. SAP provides extensive technical assistance, assisting you whenever you have a problem and resolving it as quickly as possible.

What do you dislike most about this product?

The statistics about how long it is taking to remedy a problem is a touch shabby. When additional colleagues grab the very same client case as a follow-up, the exact measurement is pretty hard to come by. The system's speed isn't always ideal for heavy use and generating a large number of tickets. In terms of data handling, the system may be more efficient.

What recommendations would you give to someone considering this product?

The capability and accessibility of SAP Service Cloud have been steadily improving over the recent year. There is a clear emphasis on Service Cloud, which is where many newer technologies are developed and deployed. Service Cloud is also internationally useable due to the ease with which standard components may be tweaked and adjusted to meet business needs without the need for custom programming.

Pros

Helps Innovate
Reliable
Performance Enhancing
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

joseph m.

Ease of use.

Likeliness to Recommend

Pros

Anil T.

Must use products for B2B

Likeliness to Recommend

Pros

Jacqui-MCMX E.

Robust and Streamlined Customer Engagement Center

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