This content is currently locked.

Your current McLean & Company subscription does not include access to this content. Contact your account representative to gain access to Premium SoftwareReviews.

Contact Your Representative

Or Call Us:
1-877-281-0480 (US/CAN) or
+1-703-544-9513 (International)

SAP

SAP Service Cloud

Composite Score

8.0 /10

CX Score

8.3 /10

23 Reviews Write a Review

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

Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

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

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

undefined

{y}

{name}

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?

0% Negative

6% Neutral

94% Positive

Pros

Enables Productivity
Trustworthy
Caring
Saves Time

Feature Ratings

Average 86

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

Average 79

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

Janhavi F.

Role: Sales Marketing
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2024

Fantastic product

Likeliness to Recommend

10 /10

What differentiates SAP Service Cloud from other similar products?

It's unique

What is your favorite aspect of this product?

User work efficiency

What do you dislike most about this product?

Nothing dislike

What recommendations would you give to someone considering this product?

Very nice product

Pros

Continually Improving Product
Over Delivered
Appreciates Incumbent Status
Helps Innovate

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

How We Deliver

SAP Service Cloud

What is SAP Service Cloud?

Company Details

Need Assistance?

SAP Service Cloud Ratings

86 Likeliness to Recommend

94 Plan to Renew

82 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

Emotional Footprint Overview

+93 Net Emotional Footprint

How much do users love SAP Service Cloud?

Chart

Pros

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

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

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

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

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

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

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.

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

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

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

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

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.

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

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.

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.

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.

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.

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.

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.

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.

SAP Service Cloud Reviews

Janhavi F.

Fantastic product

Likeliness to Recommend

Pros

Manoj T.

Overall Excellent Software

Likeliness to Recommend

Pros

Sujeet Singh V.

Feature loaded with best customer service

Likeliness to Recommend

Pros

Title

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