TrustRadius

SAP Service Cloud

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
SAP Service Cloud
Score 8.6 out of 10
N/A
SAP Service Cloud helps deliver customer value and protect the brand with intelligent customer service. It enables the user to engage with customers at their convenience, connect service with the value chain and deliver greater profitability.N/A
Pricing
SAP Service Cloud
Editions & Modules
No answers on this topic
Offerings
Pricing Offerings
SAP Service Cloud
Free Trial
No
Free/Freemium Version
No
Premium Consulting/Integration Services
No
Entry-level Setup FeeNo setup fee
Additional Details—
More Pricing Information
Community Pulse
SAP Service Cloud
Considered Both Products
SAP Service Cloud
Verified User
Anonymous
Chose SAP Service Cloud
It had better backed integration with SAP S/4HANA and had less overall cost of ownership and standard and less cost invite involved for integration
KC
Kirsten Cornell
Senior Communications Specialist
Chose SAP Service Cloud
Zoho Desk is the ultimate software for clear communication, but when we compared these two according to our needs, we found out that SAP Service Cloud is the best option for us. Since it provides everything in one location, Zoho Desk is somewhat lacking in this area. That was …
Verified User
Anonymous
Chose SAP Service Cloud
SAP C4C was selected to reduce the cost that they had with Salesforce.
Verified User
Anonymous
Chose SAP Service Cloud
Salesforce Service Cloud
Verified User
Anonymous
Chose SAP Service Cloud
customizations for zendesk are complicated and its expensive as compared to the features they are providing.
Zulma Quiroz | TrustRadius Reviewer
Zulma Quiroz
Corporate Credit Risk Analyst
Chose SAP Service Cloud
After analyzing several business intelligence solutions, we conclude that SAP Service Cloud is the winner. Our analysts can predict potential defaults with unprecedented accuracy, so there is a proactive approach to financial risk management.
Verified User
Anonymous
Chose SAP Service Cloud
the user interface is much better, but most importantly the ability to integrate the tool with sap 4 hana easily
Verified User
Anonymous
Chose SAP Service Cloud
SAP Service Cloud came out cheaper and tied in a lot better with out other SAP products. It was well established and the logic within the product made it a consistent and well structured solution compared to Salesforce.
Salesforce did offer easy flexibility in customisation and …
Verified User
Anonymous
Chose SAP Service Cloud
Service cloud is faster than Salesforce. Smooth configuration.
SK
Saurabh Kabra
Solution Architect
Chose SAP Service Cloud
Since we already had SAP sales cloud V1, it was logical for us to enable service capabilities in the same tenant. (no additional effort for the integration and change management for the users).
Ehtisham Syed | TrustRadius Reviewer
Ehtisham Syed
EXECUTIVE DIRECTOR
Chose SAP Service Cloud
During evaluation , we found sap service cloud is better in all aspects especially ease to use.
Verified User
Anonymous
Chose SAP Service Cloud
Freshdesk is a lightweight service system that allows a small team to start handling service interactions quickly, in a professional manner. However, our observation was that it does not scale to Enterprise-level and does not have the same level of integration, customisability, …
Verified User
Anonymous
Chose SAP Service Cloud
Platform and interface looks so cool in SAP Service Cloud also the license part when compared to the other players in the market, DDA was impressive, pricing is reasonable when compared to other vendors and the timeline for the implementation is less when compared, flexibility …
Verified User
Anonymous
Chose SAP Service Cloud
SAP Service Cloud's system works better because in case we have any issues we are easily able to connect with the SPOC and get our issues resolved. Whereas with the other system it takes us time to connect and get a resolution. Also our agents are more comfortable using SAP …
Verified User
Anonymous
Chose SAP Service Cloud
We select this service because we already have deploy Sap Business One. The other services works great, but lack in compliance and security that we need it at the time. In term of pricing is more expensive but far more robust. We attent thousand of people and uptime should be …
Verified User
Anonymous
Chose SAP Service Cloud
We evaluated 4-5 software and also thought of building one in-house but after a thorough evaluation, we decided to go ahead with SAP Service Cloud. SAP Service Cloud met our integration requirements better than the other products we evaluated. While the pricing could be a bit …
Verified User
Anonymous
Chose SAP Service Cloud
Compared to Salesforce Service Cloud and Zendesk Support, SAP Service Cloud offered deeper customization tailored to our specific needs, especially for banking. While Salesforce had broad features and Zendesk boasted user-friendliness, SAP provided a balance of both, aligned …
Verified User
Anonymous
Chose SAP Service Cloud
AI features are behind what Microsoft offers in its Dynamics 365 Customer Service, but as we already had other SAP products, the integration was easier with SAP Service Cloud. Implementation time was a key aspect of our project.
Dr. ROOPESH RAO | TrustRadius Reviewer
Dr. ROOPESH RAO
Head Industry Institute Initiatives/Training and Placement Officer
Chose SAP Service Cloud
Zoho Analytics, F5 on IBM Cloud and Microsoft 365 Business Premium
Rohan Kumar | TrustRadius Reviewer
Rohan Kumar
Software Engineer
Chose SAP Service Cloud
Salesforce has many integrations available, but configuring and setting them up can be difficult and necessitate development experience. While SAP Service Cloud integrates well with ease and without any difficulties.
Verified User
Anonymous
Chose SAP Service Cloud
SAP Service Cloud provides entry level licence pricing that small and medium businesses can afford, while Salesforce license pricing tends to be really high even in small start scenarios.
SAP Service Cloud also provides enough basic features as a standalone solution, whereas …
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User Ratings
SAP Service Cloud
Likelihood to Recommend
8.6
(0 ratings)
Likelihood to Renew
8.2
(0 ratings)
Support Rating
5.5
(0 ratings)
Ease of integration
8.2
(0 ratings)
User Testimonials
SAP Service Cloud
Likelihood to Recommend
SAP Service Cloud is well suited with its omni-channel capabilities giving the possibility to collect service requests from different channels like phone, e-mail or CTI telephony. It also has nice User Interface (when it comes to desktop version). On the other hand SAP Service Cloud needs to be definitiely improved in terms of mobile app, which is horrible and it has limited development possibilities.
Verified User
Anonymous
Read full review
Pros
  • First is It is highly effective when we consider Customer Relation Engagement.
  • Good User Interface by which anyone can get used to it quickly.
  • It is providing infinite opportunity of integration with other SAP solutions.
  • Affordable Solutions with effective features.
  • It has prebuilt charts which helps us to define customer journey with ease of efforts.
Verified User
Anonymous
Read full review
Cons
  • Integrating SAP Service Cloud with non-SAP systems can be challenging, i faced some hurdles when my IT team took 3 months to integrate the billing data from some other vendor and the system would run slow if you try to pull billing data
  • Slow loading of the pages as compared to other consumer tech softwares we use
  • Implementation costs and complexity of implementation makes it an option only for large enterprises with huge IT teams (and it can take a few months to implement)
Verified User
Anonymous
Read full review
Likelihood to Renew
Now all our critical processes are streamlined & would like to explore the new feature to have user friendly experiences
Verified User
Anonymous
Read full review
Support Rating
I have found that sometimes issues reported to the SAP takes more time also they lack system support with respect to the priority . Also we don't see RCA for the issues raised. Also turn around time for the issues is not fixed as the support is global sometimes the issues float here and there.
VK
Vishal kanwar
Deputy Manager
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Alternatives Considered
Zoho Desk is the ultimate software for clear communication, but when we compared these two according to our needs, we found out that SAP Service Cloud is the best option for us. Since it provides everything in one location, Zoho Desk is somewhat lacking in this area. That was the reason for choosing SAP Service Cloud.
KC
Kirsten Cornell
Senior Communications Specialist
Read full review
Return on Investment
  • After implementing SAP Service Cloud, we've noticed a noticeable drop in the average time it takes to resolve customer queries. Centralized communication and an efficient ticketing system enable our team to respond faster and more effectively.
  • Our customer feedback scores have improved since using the platform. The integrated knowledge base has particularly empowered our team to provide immediate solutions to common queries, elevating the overall customer experience.
  • The platform has streamlined our operations and reduced manual interventions, leading to decreased operational costs related to customer service. Automation features and AI integrations minimize repetitive tasks, allowing our team to tackle more complex customer concerns.
Verified User
Anonymous
Read full review
ScreenShots

SAP Service Cloud Screenshots

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