What I appreciate most is the intelligence integrated directly into the ticket. When that urgent machine down call came in, I immediately had all the information I needed. I could see that the customer had a churn risk flag and that the machine’s warranty was about to expire. Instead of wasting time gathering account details, I was able to jump straight into troubleshooting. Having that comprehensive, 360 degree customer view is absolutely essential. The machine learning suggestions are also a real game changer. That feature cut my troubleshooting time in half by instantly recommending a firmware update, which turned out to be the most likely fix. Meeting that critical one hour SLA wouldn’t have been possible without the system essentially guiding me to the solution. It brings everything together, customer data, the knowledge base, and even the field service calendar, so I can resolve the issue completely in one place. Review collected by and hosted on G2.com.

In my opinion, the main drawback lies in the aspects you don't encounter every day. While the agent experience is excellent, I'm aware that configuring the back end is extremely complex. Setting up intelligent routing rules and ensuring the field service management integration works seamlessly for technician scheduling requires significant effort and specialized expertise. Achieving that comprehensive 360 degree view is definitely not a simple plug and play process. Additionally, there's a minor issue: when I close a ticket and want to update the knowledge base, the process for adding my successful resolution feels a bit cumbersome. It involves more steps than necessary. Since contributing to the knowledge base is crucial for the system's effectiveness, I really wish this process were more streamlined. Review collected by and hosted on G2.com.

The OData endpoints for tickets, contacts, activities, and attachments make it easy to seed/teardown data from CI. I can spin up a full “email -> ticket -> SLA -> escalation -> resolution” flow with fixtures and assert each hop without clicking through screens.

Workflow rules that are auditable. Service levels, routing, and escalations live in one place. When a ticket jumps queues, the timeline shows who/what moved it, perfect for writing assertions and adding trace links in bug reports.

Omnichannel without glue code. Email, chat, and phone log into the same case object, so my tests don’t fork into three code paths. A single contract test covers priority calculation and auto-responses regardless of channel.

Tight ERP handshakes. The service item + entitlement + parts/returns links keep data consistent with the back office. For end-to-end tests (refunds, replacements), I can follow a single ID across systems instead of correlating five spreadsheets.

Sandbox-friendly. Separate test tenants and transportable configs mean we can try new routing rules or SLAs safely. I keep versioned JSON exports of key settings alongside tests, so rollbacks aren’t a guessing game.

Reports I can gate on. Built-in KPIs (first response, resolution time, backlog) update quickly enough to be used as post-deploy checks. We run a tiny smoke that verifies SLAs still compute after config changes. Review collected by and hosted on G2.com.

Between business rules, entitlements, and transport management, new folks need a map. Misplaced configs lead to “it worked in dev, not in QA” moments. Metadata quirks. API field names don’t always match UI labels, so your first week of contract tests feels like translating.

Change latency. Some config updates take a bit to propagate; CI runs right after a change can be flaky unless we add small waits. Extension ergonomics. Deep custom logic is doable, just not… light. Minor tweaks can feel heavier than they should. Review collected by and hosted on G2.com.

I can see all customer messages and requests in one place, which makes my day much easier. The system enables me to reply at a faster pace because it removes the need to search through different platforms. I find it useful to include notes and updates for every case because this method prevents any information from disappearing. It’s practical and keeps my work organized. Review collected by and hosted on G2.com.

The interface tends to make users feel overwhelmed because they have to perform multiple steps to find specific options. The system generates excessive notifications when it receives an overwhelming number of requests during a short time period. The report customization process lacks user-friendliness which leads to difficulties when making basic modifications. Review collected by and hosted on G2.com.

Seamless integration with the SAP ecosystem Connects easily with SAP S/4HANA, SAP Sales Cloud, and other modules, allowing a 360° view of the customer. Intelligent automation, modern and customizable interface, and omnichannel management can be performed. Review collected by and hosted on G2.com.

Although it has mobile applications, they are not as smooth or as complete as the desktop version. Additionally, technical support sometimes takes time to respond or to escalate more complex issues. Review collected by and hosted on G2.com.

What impresses me most is the level of organization and visibility this platform brings to service operations. It enables you to track cases and monitor key performance indicators such as Q.A. scores, response times, and customer satisfaction, all within a single interface. I especially appreciate how customizable it is, from dashboards to automated workflows, making it much easier to tailor the system to specific business needs. Additionally, the integration with other SAP tools contributes to a seamless customer journey and provides clear, comprehensive reporting for managers. Review collected by and hosted on G2.com.

The most significant challenge is the complexity of the interface. For newcomers, it takes a while to become familiar with all the features and how to navigate the system. When handling several modules simultaneously, the platform can feel somewhat cumbersome, and certain updates or configurations may require technical support. Introducing a more intuitive design or a simplified view for agents would greatly enhance the experience. Review collected by and hosted on G2.com.

Since implementing SAP Service Cloud in the company, customer service management has improved in terms of efficiency and organization. Its omnichannel experience is designed to ensure that it doesn't matter whether the customer contacts by phone, email, chat, or social media; everything arrives in one place and is centrally managed. Its integrated artificial intelligence uses bots and automation, allowing response times to be significantly reduced.

The dashboard is quite intuitive and allows supervisors to view team performance in real time, from response times to customer satisfaction. This greatly facilitates decision-making and the implementation of improvements. Review collected by and hosted on G2.com.

The learning curve for new users can be challenging. Although the interface is quite intuitive, some of the advanced modules and customized configurations may require specialized training, which can be an obstacle for teams unfamiliar with SAP solutions. Review collected by and hosted on G2.com.

SAP gives my team a 360° view of the customer (purchase history, service history, preferences etc.)

Customers can reach us via phone, email, chat or social media all in one place.

It gives us a Self-Service Options. Customers can solve problems on their own through knowledge articles, chatbots, or community forums, reducing call volumes.

SAP works seamlessly with SAP S/4HANA, SAP Sales Cloud…

Also dashboards let you track KPIs like resolution time, customer satisfaction, and agent productivity. Review collected by and hosted on G2.com.

SAP tools are overwhelming at first. It’s powerful, but not always plug-and-play.

Cost is little higher compare to Zendesk or Zoho.

We had some integration challenges, but I guess we would have it with any other software.

I feel its an overkill for small team.

If you only have a small customer support operation, SAP might feel like using a sledgehammer to crack a nut. Review collected by and hosted on G2.com.

The easy way to get a variety of software of the same category and the possibility of comparing prices and features between them. Also, you get to see the reviews of previous users. Review collected by and hosted on G2.com.

It really doesn't give the ability to buy the services directly from the webpage, apart from that it really offers a powerful search tool to get different software based on requisites. Review collected by and hosted on G2.com.

What I like most about SAP Service Cloud is its ability to centralize and optimize customer service in an extremely efficient way. The platform allows for a complete real-time view of the customer, which makes it easier to provide quick, personalized responses with impeccable follow-up. Review collected by and hosted on G2.com.

While it is excellent, there are some aspects that could improve, such as a more modern and lightweight interface, or a simpler initial setup for new users. Review collected by and hosted on G2.com.

The most I like about SAP service cloud is the fact that I can have all my clients/prospects in a CRM that can give me with help of AI some kind of feedback and personalization because I can know how mi clients Review collected by and hosted on G2.com.

Maybe that is really helpful but for beginners could be not too intuitive, I mean maybe the fact to have more resources in order to understand and get the best of this software. Review collected by and hosted on G2.com.