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At a Glance
Market Segments
Mid-Market (39.2% of reviews)
Mid-Market (42.7% of reviews)
Entry-Level Pricing
No pricing available
Starting at $25.00 1 User Per Month
SAP Service Cloud
Star Rating
(238)4.4 out of 5
Market Segments
Mid-Market (39.2% of reviews)
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about SAP Service CloudSalesforce Service Cloud
Star Rating
(7,163)4.4 out of 5
Market Segments
Mid-Market (42.7% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that both Salesforce Service Cloud and SAP Service Cloud have a strong star rating of 4.4, indicating a high level of satisfaction among users. However, Salesforce has a significantly larger number of reviews (6640) compared to SAP's 219, suggesting a more established user base and potentially more diverse feedback.
- Reviewers mention that Salesforce Service Cloud excels in ease of use with a score of 8.4, while SAP Service Cloud scores slightly higher at 8.7. Users appreciate Salesforce's intuitive interface, but some SAP users highlight its streamlined setup process as a key advantage.
- G2 users indicate that SAP Service Cloud outperforms Salesforce in quality of support, scoring 8.8 compared to Salesforce's 8.3. Reviewers mention that SAP's support team is responsive and knowledgeable, which is crucial for businesses relying on timely assistance.
- Users on G2 report that SAP Service Cloud shines in AI capabilities, particularly in AI Text Generation, where it scores 9.3 compared to Salesforce's 8.0. Reviewers highlight SAP's advanced AI features as a significant benefit for automating customer interactions.
- Reviewers mention that Salesforce Service Cloud has a strong community and knowledge base, scoring 8.6, which users find helpful for self-service support. In contrast, SAP's knowledge base scores slightly higher at 8.7, indicating a robust resource for users seeking information.
- Users say that both platforms offer good customization options, but Salesforce's score of 8.3 is slightly higher than SAP's 8.2. Reviewers appreciate Salesforce's flexibility in tailoring the platform to specific business needs, although SAP users also find its customization capabilities satisfactory.
Pricing
Entry-Level Pricing
SAP Service Cloud
No pricing availableSalesforce Service Cloud
Starter Suite
Starting at $25.00
1 User Per Month
The simple CRM suite for marketing, sales, service, and commerce.
- Case Management
- Knowledge Management
- Salesforce Mobile App
Free Trial
SAP Service Cloud
Free Trial is available
Salesforce Service Cloud
Free Trial is available
Ratings
Meets Requirements
8.9
207
8.6
2,751
Ease of Use
8.7
214
8.4
5,326
Ease of Setup
8.2
132
7.9
4,086
Ease of Admin
8.3
70
8.2
1,524
Quality of Support
8.9
202
8.3
2,533
Has the product been a good partner in doing business?
8.8
68
8.7
1,505
Product Direction (% positive)
9.5
210
8.2
2,712
Features by Category
Ticket and Case Management
8.9
93
8.5
1199
|
Verified
8.8
93
8.4
1197
|
Verified
8.7
95
8.3
1225
|
Verified
8.5
92
8.3
1149
|
Verified
8.6
89
8.1
975
8.6
89
7.9
1163
|
Verified
8.8
91
8.3
1145
|
Verified
8.8
88
8.5
1022
|
Verified
Generative AI
8.4
33
7.6
173
8.5
34
7.6
172
Agentic AI - Help Desk
8.8
22
8.0
49
8.7
22
8.2
50
8.9
22
8.1
50
Communication Channels
9.0
90
8.4
1016
|
Verified
8.8
90
8.6
1199
|
Verified
8.7
90
8.1
840
8.5
84
8.0
800
|
Verified
8.3
85
8.0
760
Platform
8.3
90
7.8
552
|
Verified
8.2
95
8.3
816
|
Verified
8.9
89
8.6
691
|
Verified
8.5
88
8.3
608
|
Verified
8.7
89
8.2
1143
|
Verified
8.9
89
8.2
1162
|
Verified
Customer Information
Not enough data
8.1
206
Not enough data
8.3
205
Not enough data
8.4
203
Not enough data
7.7
201
Not enough data
7.9
204
Not enough data
8.1
200
Not enough data
7.8
204
Predictions
Not enough data
7.3
197
Not enough data
7.7
198
Not enough data
8.2
196
Not enough data
7.4
194
Platform
Not enough data
8.5
204
Not enough data
8.3
203
Not enough data
8.4
200
Not enough data
8.5
200
Not enough data
8.2
201
Not enough data
8.7
197
Not enough data
8.8
201
Not enough data
9.0
198
Not enough data
8.8
196
Not enough data
8.9
197
Generative AI
Not enough data
7.3
169
Not enough data
7.3
167
Agentic AI - Customer Success
Not enough data
8.6
12
Not enough data
8.5
12
Not enough data
8.9
12
Not enough data
9.2
12
Not enough data
8.6
12
Administration
Not enough data
8.8
227
Not enough data
8.7
226
Not enough data
8.6
223
Knowledge Management
Not enough data
8.7
218
Not enough data
8.5
210
Not enough data
8.4
208
Compliance
Not enough data
8.7
226
Not enough data
8.7
223
Not enough data
8.6
223
Not enough data
8.6
220
Customer Support
Not enough data
8.1
209
Not enough data
8.1
202
Not enough data
8.0
191
Data Security
Not enough data
8.6
215
Not enough data
8.7
216
Not enough data
9.0
217
Not enough data
9.1
217
Administration
Not enough data
8.6
207
Not enough data
8.8
209
Not enough data
8.9
212
Generative AI
Not enough data
7.5
147
Channels
Not enough data
8.5
119
Not enough data
8.3
117
Not enough data
7.5
116
Design
Not enough data
8.4
113
Not enough data
7.9
114
Not enough data
8.2
116
Not enough data
8.4
116
Not enough data
8.5
113
Generative AI
Not enough data
7.4
110
Not enough data
7.5
109
Usability
Not enough data
8.6
203
Not enough data
8.6
206
Not enough data
8.7
204
Reporting
Not enough data
8.7
203
Not enough data
8.3
197
Not enough data
8.6
200
Generative AI
Not enough data
7.6
178
Not enough data
7.6
179
Quality Assurance
Not enough data
8.7
68
Not enough data
8.7
65
Not enough data
8.7
67
Engagement
Not enough data
8.8
66
Not enough data
8.8
66
Not enough data
8.7
66
Performance
Not enough data
8.6
66
Not enough data
8.8
66
Generative AI
Not enough data
7.7
57
Not enough data
7.9
58
Channels
Not enough data
7.4
274
Not enough data
7.3
268
Not enough data
7.9
272
Not enough data
7.3
265
Not enough data
8.7
279
Generative AI
Not enough data
7.0
216
Functions
Not enough data
7.9
268
Not enough data
8.0
265
Not enough data
7.6
257
Not enough data
7.2
253
Not enough data
7.2
255
Not enough data
7.2
258
Not enough data
7.7
258
Not enough data
8.0
257
Agentic AI - Contact Center
Not enough data
9.0
5
Not enough data
9.3
5
Not enough data
8.3
5
Not enough data
9.0
5
Administrative
Not enough data
7.9
254
Not enough data
8.5
259
Not enough data
8.5
257
Not enough data
7.7
246
Not enough data
7.6
251
Workforce Management
Not enough data
7.8
55
Not enough data
7.8
55
Not enough data
7.3
54
Not enough data
7.7
54
Not enough data
7.6
54
Administration
Not enough data
8.2
55
Not enough data
8.3
54
Not enough data
8.4
54
Not enough data
7.6
53
Not enough data
7.6
53
Conversational Platform
8.5
65
8.5
100
8.8
60
8.6
99
8.7
60
8.0
98
8.6
62
8.2
101
Support Automation
8.5
62
8.1
99
8.9
60
8.1
98
8.8
59
8.0
99
8.7
64
7.9
96
Generative AI
8.5
17
7.4
94
8.7
17
7.4
93
Customer Support
Not enough data
8.3
141
Not enough data
7.9
136
Not enough data
8.2
136
Automation
Not enough data
8.2
139
Not enough data
8.2
140
Not enough data
8.1
139
Artificial Intelligence
Not enough data
7.6
134
Not enough data
7.6
134
Not enough data
7.3
131
Generative AI
Not enough data
7.7
107
Not enough data
7.7
106
Not enough data
7.7
107
Communication
Not enough data
8.5
309
|
Verified
Not enough data
8.6
328
|
Verified
Not enough data
8.4
274
|
Verified
Not enough data
8.5
276
|
Verified
Not enough data
7.8
159
Internal Use
8.2
95
8.3
816
|
Verified
Not enough data
8.3
295
|
Verified
Not enough data
8.5
287
|
Verified
Not enough data
8.4
317
|
Verified
Not enough data
8.5
288
|
Verified
Not enough data
8.7
321
|
Verified
Generative AI
8.6
26
7.2
126
Self-Service Experience
8.7
97
8.6
591
8.6
95
8.3
578
8.5
95
8.3
527
8.3
93
7.9
213
8.4
101
8.4
223
Self-Service Platform
8.6
98
8.4
222
8.7
100
8.6
227
8.4
97
7.6
198
8.4
98
8.5
214
Agentic AI - Customer Self-Service
8.3
10
8.3
6
9.0
10
8.3
6
8.8
10
8.3
6
9.2
10
8.6
6
9.2
10
8.3
6
8.5
10
8.9
6
8.8
10
8.6
6
Generative AI
Not enough data
7.9(won by default)
52
Not enough data
7.9(won by default)
52
Process
Not enough data
8.6(won by default)
242
Not enough data
8.6(won by default)
262
Not enough data
8.3(won by default)
223
Channels
Not enough data
8.8(won by default)
271
Not enough data
8.4(won by default)
246
Not enough data
8.5(won by default)
229
Not enough data
8.6(won by default)
230
Not enough data
8.6(won by default)
212
Insight
Not enough data
8.6(won by default)
228
Not enough data
8.8(won by default)
263
Not enough data
8.5(won by default)
202
Not enough data
8.7(won by default)
250
Generative AI
9.3
16
8.0
79
9.4
16
7.9
80
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Survey Management
Not enough data
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Process Management
Not enough data
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
System Management
Not enough data
9.1
30
Not enough data
8.7
29
Categories
Categories
Shared Categories
SAP Service Cloud and Salesforce Service Cloud are categorized as Digital Customer Service Platforms, Conversational Support, Help Desk, and Customer Self-Service
Unique Categories
SAP Service Cloud has no unique categories
Salesforce Service Cloud is categorized as Customer Service Automation, Contact Center Quality Assurance, Complaint Management, Customer Communications Management, Contact Center Knowledge Base, Social Customer Service, Customer Success, Live Chat, Contact Center Workforce, Enterprise Feedback Management, and Contact Center
Reviews
Reviewers' Company Size
SAP Service Cloud
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Salesforce Service Cloud
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
23.4%
Computer Software
9.9%
Accounting
5.0%
Telecommunications
3.6%
Computer & Network Security
3.6%
Other
54.5%
Information Technology and Services
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.4%
Non-Profit Organization Management
3.9%
Other
63.7%
Alternatives
Discussions
SAP Service Cloud has no discussions with answers
How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?
4 Comments
AB
Salesforce Service Cloud's robust case management system allows your team to track and manage customer cases. This helps ensure that no customer issue falls...Read more
How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?
3 Comments
JS
Customer 360 and being able to hand off cases effectivelyRead more
Does salesforce have a customer portal?
2 Comments
AK
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