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SAP Service Cloud Logo
SAP Service Cloud Logo
SAP

SAP Service Cloud

Composite Score
8.0 /10
CX Score
8.3 /10
Category
SAP Service Cloud
8.0 /10

What is SAP Service Cloud?

The SAP Service Cloud solution revolutionizes customer service management by creating meaningful connections throughout the customer journey. See how you can accelerate issue resolution while delivering on your brand promise and securing future growth.

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.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

86 Likeliness to Recommend

94 Plan to Renew

82 Satisfaction of Cost Relative to Value


Emotional Footprint Overview

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Emotional Footprint Overview

Product Experience:
97%
Negotiation and Contract:
86%
Conflict Resolution:
93%
Strategy & Innovation:
91%
Service Experience:
97%

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+93 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?

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0% Negative
6% Neutral
94% Positive

Pros

  • Enables Productivity
  • Trustworthy
  • Caring
  • Saves Time

Feature Ratings

Average 86

Customer Self Service Capabilities

89

Agent Collaboration

88

Mobile Customer Care

87

Multi Channel Support

87

Contact Center Integration

86

Customer Service Knowledge Management

86

Customer Service Workflow Management

85

Agent Scripting

84

Analytics and Reporting

81

Intelligent Search

81

Customer Community Management

78

Vendor Capability Ratings

Average 79

Business Value Created

86

Breadth of Features

85

Ease of IT Administration

82

Quality of Features

82

Ease of Data Integration

81

Product Strategy and Rate of Improvement

81

Ease of Customization

80

Usability and Intuitiveness

79

Availability and Quality of Training

76

Ease of Implementation

75

Vendor Support

74

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

Precious E.

  • Role: Operations
  • Industry: Retail
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jul 2025

Enterprise Powerhouse

Likeliness to Recommend

7 /10

What differentiates SAP Service Cloud from other similar products?

SAP Service Cloud differentiates itself from other similar products primarily through its deep, native integration capabilities within the broader SAP ecosystem and its robustness for handling complex, large-scale enterprise service operations.

What is your favorite aspect of this product?

My favorite aspect of SAP Service Cloud is its deep and native integration with the broader SAP ecosystem. For organizations already running SAP ERP (S/4HANA, ECC) or other SAP business applications, the seamless flow of data and processes provides a truly unified view of the customer and enables end-to-end service processes that are simply not achievable with standalone solutions without immense custom development. This integration ensures data consistency, eliminates silos, and drives significant

What do you dislike most about this product?

What I dislike most about SAP Service Cloud is its complexity and steep learning curve, particularly during implementation and for ongoing administration. While the user interface has improved with Service Cloud V2, it can still feel less intuitive than some competitors. The extensive customization options, while powerful, often require specialized SAP expertise, which can increase the time, cost, and effort involved in getting the most out of the system. This can lead to initial frustration and slower adoption.

What recommendations would you give to someone considering this product?

My top recommendations for someone considering SAP Service Cloud would be Budget Adequately for Implementation and Expertise, Define Your Needs Clearly and Assess Your Existing SAP Footprint.

Pros

  • Security Protects
  • Reliable
  • Trustworthy
  • Saves Time

Cons

  • Vendor's Interest First
  • Less Generous
  • Less Transparent

Ariana F.

  • Role: Human Resources
  • Industry: Other
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Feb 2025

loyalty intensifies and income increases.

Likeliness to Recommend

8 /10

What differentiates SAP Service Cloud from other similar products?

SAP Service Cloud is a CRM service software that I really like because it revolutionizes customer service management by creating meaningful connections throughout the customer journey, aligning the entire company to accelerate problem resolution while delivering on the brand promise and ensuring future growth.

What is your favorite aspect of this product?

It is a solution that has been helpful in resolving customer issues quickly through a unified agent desktop and access to strategic information and relevant data, helping to drive profitability and customer retention effortlessly.

What do you dislike most about this product?

It is an AI-powered software that improves accuracy and accelerates ticket closing with powerful case management workflows that optimize problem resolution, it is a solution that works perfectly helping to increase profitability.

What recommendations would you give to someone considering this product?

I recommend it because it helps reduce additional costs, reduce time, increase customer confidence and always stay one step ahead. It works perfectly with excellent features, unmatched service, easy handling and security.

Pros

  • Acts with Integrity
  • Helps Innovate
  • Continually Improving Product
  • Reliable