
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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Real user data aggregated to summarize the product performance and customer experience.
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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
- 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?
Pros
- Enables Productivity
- Trustworthy
- Caring
- Saves Time
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Customer Self Service Capabilities
Agent Collaboration
Mobile Customer Care
Multi Channel Support
Contact Center Integration
Customer Service Knowledge Management
Customer Service Workflow Management
Agent Scripting
Analytics and Reporting
Intelligent Search
Customer Community Management
Vendor Capability Ratings
Business Value Created
Breadth of Features
Ease of IT Administration
Quality of Features
Ease of Data Integration
Product Strategy and Rate of Improvement
Ease of Customization
Usability and Intuitiveness
Availability and Quality of Training
Ease of Implementation
Vendor Support
SAP Service Cloud Reviews

Manoj T.
- Role: Operations
- Industry: Transportation
- Involvement: IT Development, Integration, and Administration
Submitted Jul 2023
Overall Excellent Software
Likeliness to Recommend
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
Submitted Jul 2025
Enterprise Powerhouse
Likeliness to Recommend
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
Submitted Feb 2025
loyalty intensifies and income increases.
Likeliness to Recommend
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