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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

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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

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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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?

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

Kari C.

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

Validated Review

Verified Reviewer

Submitted Aug 2021

Productive Customer Service Software

Likeliness to Recommend

10 /10

What differentiates SAP Service Cloud from other similar products?

SAP Service Cloud has developed a self portal for clients, which is helpful in creating a one on one discussion platform. Again, SAP Service Cloud has a customer knowledge management system, where different policies and standards are deployed.

What is your favorite aspect of this product?

SAP Service Cloud has looked for solid contact centers, where it integrates with them significantly and this increases the direct conversation capacity. More so, SAP Service Cloud deployed a suitable intelligence search, which also makes the company always ahead through customer analytical capacity.

What do you dislike most about this product?

SAP Service Cloud is a tactical program, which massively engage customers, and bring a substantial rapport among clients, Also, SAP Service Cloud offers the analytical procedures, where conversations are analyzed.

What recommendations would you give to someone considering this product?

SAP Service Cloud has captured the customer assistance role efficiently, and there is proper way of channeling complaints, without getting late. More so, SAP Service Cloud progressively develop a knowledge base for customers.

Pros

Helps Innovate
Continually Improving Product
Reliable
Enables Productivity

Alain M.

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

Validated Review

Verified Reviewer

Submitted Jul 2021

Going Digital in a Post Covid-19 Era

Likeliness to Recommend

9 /10

What differentiates SAP Service Cloud from other similar products?

In this post Covid-19 era, we realized that our customer base would call less to submit queries and complaints, and walk-in support at our office was less and less frequent. On the contrary, live chat supports were blooming and our ticketing system started getting overwhelmed. That was when we realized the full potential of SAP Service Cloud: mobile customer support oriented towards resolving the issue within the hour.

What is your favorite aspect of this product?

I really find appealing the multiple integration flow pre-packages. This really saves a lot of time and is indeed customer support oriented.

What do you dislike most about this product?

A lower pricing would be more appropriate as well as fixed packages. There should not be an estimator tools and costs should be shown right away in my personal opinion.

What recommendations would you give to someone considering this product?

Thanks to the advanced ticketing system, we managed to improved our customer support increasing customer satisfaction by 3x.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Sanjay K.

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

Validated Review

Verified Reviewer

Submitted Jan 2021

Straighforward but missing some functionalities

Likeliness to Recommend

6 /10

What differentiates SAP Service Cloud from other similar products?

Straighforward setup, easy to perform simple admin tasks.

What is your favorite aspect of this product?

Platform works well and relatively stable.

What do you dislike most about this product?

The product is missing some key components (i.e surveys)

What recommendations would you give to someone considering this product?

Platform works well though it is quite expensive. Interfaces with other SAP products such as ERP should be easier than they are. Lacking in adequate support of surveys.

Pros

Performance Enhancing
Enables Productivity
Trustworthy
Unique Features

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

Kari C.

Productive Customer Service Software

Likeliness to Recommend

Pros

Alain M.

Going Digital in a Post Covid-19 Era

Likeliness to Recommend

Pros

Sanjay K.

Straighforward but missing some functionalities

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