SAP Service Cloud

Score8.6 out of 10

154 Reviews and Ratings

Community insights

TrustRadius Insights for SAP Service Cloud are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Single Source of Truth: Users appreciate the platform for acting as a central repository of accurate information, aiding coordination among multiple teams efficiently. This feature enables real-time progress tracking and updates across different departments, ensuring everyone is aligned with the most up-to-date data.

Value Delivery to Clients: Reviewers find value in the platform's ability to facilitate ticket creation and tracking processes, freeing up internal resources for core product focus. By streamlining client interactions through easy ticket management, users can enhance customer satisfaction while optimizing their operational efficiency.

Effective Customer Relationship Management: Customers commend the platform's effectiveness in engaging with customers, its user-friendly interface for quick adaptation, and seamless integration opportunities with other SAP solutions. The robust CRM capabilities allow businesses to build strong relationships with clients, backed by intuitive interfaces that promote swift onboarding and comprehensive connectivity with existing software solutions.

Reviews

102 Reviews

Reliable Tool for Smarter Customer Service Handling

Rating: 9 out of 10

Incentivized

May 29, 2025

Use Cases and Deployment Scope

We use SAP Service Cloud mainly to manage customer issues and service requests. It helps us keep track of complaints and gives faster support. This tool makes our service team work better and keeps customers happy. It’s useful for daily support work and customer follow-ups.

Pros

Ticket Management
Omnichannel Support
Knowledge Base Integration
Real-Time Analytics

Cons

UI is a bit complex
no-code options would be better.
The mobile version lacks some features compared to the desktop

Likelihood to Recommend

I will give 9 out of 10. SAP Service Cloud is very useful when we have to handle many customer issues from email or call. It helps to track and assign tickets easily. But for small team or simple process, it feels little heavy. Also, custom changes not so easy.

Verified User

Manager in Information Technology (10,001+ employees)

Vetted Review

3 years of experience

SAP Service Cloud wonders

Rating: 10 out of 10

Incentivized

May 29, 2025

Use Cases and Deployment Scope

Service Cloud is used to manage customer service and help the management of customer queries and complaint by email or phone call or visit medium channel. The problem that it solves that it cater to help the customer executive to manage the complaint and queries with right channel providing a great support for Telephonic and other channels within less time and helps the organisation leadership and service manager to see the executive performance as to SLA management and escalation etc at right time and right place being user friendly and quarterly release it helps to use new features of product with less customized and help to use it in browser within cloud and secured SAP network.

Pros

Channel management
Cloud driven and flawless integration with backend SAP S/4HANA Application
Mobile and user friendly with fluid UI experience
Customer queries and escalation management and reporting
Seemless integration with other CX product like Sales cloud and SAP BTP/ CPI

Cons

Service Cloud should have more scope to enhance mobile UI as they sometime are not consistently and contains less information as in laptop or desktop
More Add in feature like Outlook we have it struck sometime and less functionality
migration of customisation changes from Service Cloud V1 to V2

Likelihood to Recommend

Well suited scenario - With SAP backend system and Synch it integration with front and backend system with standard adapter
Less suited- duplicate email or ticket created while subject of email thread communication is changed

Verified User

Consultant in Information Technology (10,001+ employees)

Vetted Review

Reseller

20 years of experience

Great system for managing tough customer service work

Rating: 10 out of 10

Incentivized

May 28, 2025

Use Cases and Deployment Scope

We use SAP Service Cloud to monitor and promptly respond to inquiries from our clients and customers. It helps our team members to stay organized and respond the same on all channels of communication. It has helped us remove some issues we were facing earlier, like complaints from our clients and customers regarding late replies and miscommunication issues.

Pros

Quickly sends customer questions to the right person
Shows all customer messages in one place
Helps move urgent problems up the chain quickly
Works well with other company tools to keep everything connected

Cons

The mobile app doesn’t have all the features
Some automation tools are basic
It’s not always easy to keep track of customer messages

Likelihood to Recommend

Previously, our customers were largely dissatisfied because we lacked a specialized tool to address their questions, so I am giving it a 9 out of 10 because it has helped us keep them satisfied. However, SAP Service Cloud is now available to assist us with our clients' issues, allowing us to keep them informed about issues and their resolutions.

Kirsten Cornell

Senior Communications Specialist in Social Media at Walter P Moore (1001-5000 employees)

Vetted Review

5 years of experience

SAP Service Cloud Review

Rating: 6 out of 10

Incentivized

May 1, 2025

Use Cases and Deployment Scope

SAP Service Cloud is used for creating a ticketing system to enable a multinational company to take care of their issues with a machine which they sell it to BTB customers. the scope is to integrate their legacy ticketing system to service cloud to manage the tickets in much more effectively

Pros

ticket management
routing rules
workflows

Cons

Some standard fields are not available in workflows
adaptation is still slow
code list restrictions is pain to maintain

Likelihood to Recommend

its suited well for simple ticket management tool, but struggles for bigger scope like filed service management. But over all with new version of v2, looks like all the issues are sorted but not sure why we are not geting any projects in v2 version. Hopefully, we should get something this year.

Verified User

Consultant in Customer Service (201-500 employees)

Vetted Review

15 years of experience

Services in C4C

Rating: 8 out of 10

Incentivized

May 1, 2025

Use Cases and Deployment Scope

In KSB we are using SAP Cloud for Customer (C4C) for Sales and Service process and I am responsible for improving Service process in C4C. We create workshop and onsite ticket type work tickets in C4C for tracking process for Technicians and Service parts and products. also for Service quotation and Maintenance Contracts. Also we use C4C Reports for KPI along with tracking the Tickets, Registered products, Hours spent actual vs planned.

Pros

Tracking of service provided to the customer.
Historical data maintenance is easy
Reporting

Cons

Main improvement is needed in C4C Reports, reports are very slow.
Standard reports are not much useful for business scenarios
Time recording and Visit planning.

Likelihood to Recommend

Monitoring service tickets based on ticket type like Onsite/ workshop
Time recording based
Assigning Technicians to the work tickets
Reporting on various dimentions

Rahul Gaddi

Product owner in Customer Service at KSB (5001-10,000 employees)

Vetted Review

18 years of experience

Waiting on SAP Service Cloud improvement in V2.

Rating: 6 out of 10

Incentivized

April 8, 2025

Use Cases and Deployment Scope

Management of tickets and field service. We have an integration with S4, and there is no connection between the two systems. A disconnection in the process makes it hard to work with. Also, all the additional functionalities are add-ons we must pay for (like FSM or Agent desktop). I am now in v1 and expecting a different experience in v2.

Pros

CTI integration.
Ticket Management with SLA.

Cons

Integration with the S4 processes.
Add On integrated in the solutions.
Better reporting. For Example, the time calculation in the reports does not consider the working hours.

Likelihood to Recommend

It works for basic customer service, tracking a question or an issue, and communication with the customer. If the tickets need to be assigned to a field person for follow-up or if there is a repair process, the system is not converting all the functionalities required.

Verified User

Employee in Information Technology (5001-10,000 employees)

Vetted Review

10 years of experience

SAP Service Cloud will improve agility of your business process

Rating: 7 out of 10

Incentivized

March 25, 2025

Use Cases and Deployment Scope

We use this application to manage customer interactions and improve our services operation. This is best and powerful tool. With SAP Service Cloud Customer unified view can be achieved due to its seamless integration capabilities with other SAP solutions. Customer engagement can be improved by its omnichannel capabilities and its intuitive interface and very flexible and customizable workflows improves productivity

Pros

Integration with other SAP solutions
Omnichannel support is another highlight with the capability to work with email, chat social media with one single interface.

Cons

The most I dislike about is it's initial complexity to setup and customize according to the organizational needs.
Navigation through the advanced features of the SAP Service Cloud the interface is cluttered from time to time.
Integration capability with Non SAP solutions or legacy system which is very complex and challenging

Likelihood to Recommend

Well suited for big organizations with complex workflows and well integrated with other SAP programs and less for small companies with simple business operations

Verified User

Manager in Marketing (10,001+ employees)

Vetted Review

7 years of experience

SAP Service Cloud - Path to customer happiness

Rating: 10 out of 10

Incentivized

March 21, 2025

Use Cases and Deployment Scope

We use SAP Service Cloud for Customer service for specific business units. Data Retrieval from backend ECC systems is an issue..

Pros

Ticket creation
User interface and small report generation
Email communications

Cons

Integration with On prem solutions
Data replication from on prem solutions

Likelihood to Recommend

It’s not meant for running large reports and Custom API functionalities require a lot of skilled resources to manage

Verified User

Contributor in Information Technology (10,001+ employees)

Vetted Review

2 years of experience

The costs are increased caused the refactor on-prem was much more effective

Rating: 7 out of 10

Incentivized

March 19, 2025

Use Cases and Deployment Scope

The availability of the critical applications as they are for for our business. The move to SAP RISE unlocked the required resources to drive the inovation forward.

Pros

Keeping the systems up and running.
Provide 24/7 scheduled services
the major incidents process ensure transparency during an unplanned outage

Cons

the scalability to execute mass changes across the entire landscapes at the same time
bundle of activities to have an effective orchestration
the delivery model is not loud like even SAP says this

Likelihood to Recommend

The move to SAP RISE must be analyzed by each enterprise and can not be recommended in general

Dirk Koerbitz

Principal Architect SAP Security in Information Technology at Fresenius (10,001+ employees)

Vetted Review

3 years of experience

Tool to Enhance Customer Service & Experience by Tracking, Monitoring, Measuring & Improving.

Rating: 8 out of 10

Incentivized

March 17, 2025

Use Cases and Deployment Scope

Lack of feature in an in-house tool we were using, especially to track/enable customer journey & different touch points.

Pros

Integration with existing tools.
Creating Customer Journey.
Tracking Customer Footprints coming through different mediums.
Enable Quality Evaluation Module with in Service Cloud itself.

Cons

Access on Mobile could be better.
Customization could be easier to make it quicker during onboarding.

Likelihood to Recommend

Trusted brands with tons of features and customization possible to meet customer service-related needs, especially being able to integrate with existing tools.

Verified User

Manager in Quality Assurance (10,001+ employees)

Vetted Review

3 years of experience

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