Introducing G2.ai, the future of software buying.Try now
- Home
- ...
- Help Desk Software
- Salesforce Service Cloud Software
- SAP Service Cloud
- Salesforce Service Cloud Software-vs-SAP Service Cloud
Compare SAP Service Cloud and Salesforce Service Cloud Software 
At a Glance
Market Segments
Mid-Market (41.1% of reviews)
Mid-Market (42.1% of reviews)
Entry-Level Pricing
No pricing available
Starting at $25.00 1 User Per Month
SAP Service Cloud
Star Rating
(204)4.5 out of 5
Market Segments
Mid-Market (41.1% of reviews)
Entry-Level Pricing
No pricing available
Learn more about SAP Service CloudSalesforce Service Cloud
Star Rating
(5,630)4.4 out of 5
Market Segments
Mid-Market (42.1% 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 Salesforce Service Cloud excels in its ticket creation user experience, scoring 8.5, while SAP Service Cloud shines with a score of 9.1, indicating a more intuitive interface for creating and managing tickets.
- Reviewers mention that SAP Service Cloud offers superior workflow capabilities with a score of 8.9 compared to Salesforce's 8.3, highlighting its efficiency in automating processes and managing service requests.
- G2 users note that SAP Service Cloud's quality of support is rated at 8.9, surpassing Salesforce's 8.3, suggesting that users find SAP's customer service more responsive and helpful.
- Users on G2 emphasize that SAP Service Cloud provides better SLA management with a score of 8.6, compared to Salesforce's 8.1, which is crucial for businesses needing to meet service level agreements effectively.
- Reviewers say that Salesforce Service Cloud has a more robust customer health score feature, rated at 8.0, while SAP lacks this specific metric, which can be vital for proactive customer engagement.
- Users report that SAP Service Cloud's generative AI capabilities, particularly in AI text summarization, score 9.2, significantly outperforming Salesforce's 7.6, indicating a more advanced use of AI for enhancing customer interactions.
Featured Products
Sponsored
Helpjuice
(302)
Customer Self-Service
Visit Website
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
178
8.6
2,644
Ease of Use
8.8
182
8.4
4,057
Ease of Setup
8.4
102
7.9
2,861
Ease of Admin
8.3
60
8.2
1,457
Quality of Support
8.9
174
8.3
2,428
Has the product been a good partner in doing business?
8.8
58
8.6
1,437
Product Direction (% positive)
9.6
180
8.2
2,607
Features by Category
Ticket and Case Management
9.1
67
8.5
1136
|
Verified
9.0
68
8.4
1134
|
Verified
8.9
70
8.3
1164
|
Verified
8.4
68
8.3
1090
|
Verified
8.6
65
8.1
914
8.6
65
7.9
1103
|
Verified
8.9
67
8.2
1086
|
Verified
8.8
64
8.5
966
|
Verified
Generative AI
8.3
12
7.4
123
8.8
12
7.3
122
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
9.0
67
8.4
960
|
Verified
8.7
67
8.6
1142
|
Verified
8.9
67
8.1
785
8.6
61
8.0
746
|
Verified
8.2
62
8.0
705
Platform
8.2
69
7.8
503
|
Verified
8.2
74
8.3
764
|
Verified
8.9
68
8.6
641
|
Verified
8.5
67
8.2
559
|
Verified
8.6
68
8.2
1094
|
Verified
8.9
68
8.2
1114
|
Verified
Customer Information
Not enough data
8.1
191
Not enough data
8.3
190
Not enough data
8.4
188
Not enough data
7.6
186
Not enough data
7.9
189
Not enough data
8.0
186
Not enough data
7.8
190
Predictions
Not enough data
7.2
183
Not enough data
7.6
184
Not enough data
8.2
182
Not enough data
7.3
181
Platform
Not enough data
8.5
190
Not enough data
8.3
190
Not enough data
8.4
188
Not enough data
8.5
187
Not enough data
8.2
188
Not enough data
8.8
185
Not enough data
8.8
188
Not enough data
9.0
185
Not enough data
8.8
183
Not enough data
8.9
184
Generative AI
Not enough data
7.2
156
Not enough data
7.2
154
Agentic AI - Customer Success
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
8.8
221
Not enough data
8.7
220
Not enough data
8.6
217
Knowledge Management
Not enough data
8.7
213
Not enough data
8.5
205
Not enough data
8.4
203
Compliance
Not enough data
8.7
220
Not enough data
8.7
218
Not enough data
8.6
218
Not enough data
8.5
215
Customer Support
Not enough data
8.1
204
Not enough data
8.1
197
Not enough data
8.0
186
Data Security
Not enough data
8.6
210
Not enough data
8.6
211
Not enough data
8.9
212
Not enough data
9.1
212
Administration
Not enough data
8.5
202
Not enough data
8.8
204
Not enough data
8.9
207
Generative AI
Not enough data
7.5
143
Channels
Not enough data
8.5
112
Not enough data
8.3
110
Not enough data
7.4
109
Design
Not enough data
8.3
106
Not enough data
7.9
107
Not enough data
8.2
109
Not enough data
8.3
109
Not enough data
8.4
106
Generative AI
Not enough data
7.3
104
Not enough data
7.4
103
Usability
Not enough data
8.7
192
Not enough data
8.6
196
Not enough data
8.7
194
Reporting
Not enough data
8.7
193
Not enough data
8.3
187
Not enough data
8.6
190
Generative AI
Not enough data
7.5
169
Not enough data
7.6
170
Quality Assurance
Not enough data
8.7
63
Not enough data
8.6
60
Not enough data
8.6
62
Engagement
Not enough data
8.7
61
Not enough data
8.7
61
Not enough data
8.6
61
Performance
Not enough data
8.6
61
Not enough data
8.7
61
Generative AI
Not enough data
7.6
52
Not enough data
7.8
53
Channels
Not enough data
7.4
265
Not enough data
7.3
259
Not enough data
7.9
263
Not enough data
7.3
256
Not enough data
8.7
270
Generative AI
Not enough data
6.9
208
Functions
Not enough data
7.9
259
Not enough data
7.9
256
Not enough data
7.5
248
Not enough data
7.1
244
Not enough data
7.2
246
Not enough data
7.1
249
Not enough data
7.7
249
Not enough data
8.0
248
Agentic AI - Contact Center
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
Not enough data
7.8
245
Not enough data
8.4
250
Not enough data
8.5
248
Not enough data
7.7
238
Not enough data
7.6
242
Workforce Management
Not enough data
7.8
50
Not enough data
7.8
50
Not enough data
7.2
49
Not enough data
7.7
49
Not enough data
7.3
49
Administration
Not enough data
8.1
50
Not enough data
8.2
49
Not enough data
8.3
49
Not enough data
7.4
48
Not enough data
7.5
48
Conversational Platform
8.6
57
8.5
93
8.8
52
8.6
92
8.8
52
8.0
91
8.6
54
8.2
94
Support Automation
8.6
54
8.1
92
8.9
52
8.0
91
8.9
51
8.0
92
8.8
56
7.9
90
Generative AI
8.9
9
7.4
88
9.1
9
7.3
88
Customer Support
Not enough data
8.3
118
Not enough data
7.8
113
Not enough data
8.1
113
Automation
Not enough data
8.2
115
Not enough data
8.1
116
Not enough data
8.0
115
Artificial Intelligence
Not enough data
7.6
111
Not enough data
7.7
111
Not enough data
7.2
108
Generative AI
Not enough data
7.7
101
Not enough data
7.7
100
Not enough data
7.7
101
Communication
Not enough data
8.5
301
|
Verified
Not enough data
8.6
320
|
Verified
Not enough data
8.4
266
|
Verified
Not enough data
8.5
268
|
Verified
Not enough data
7.8
151
Internal Use
8.2
74
8.3
764
|
Verified
Not enough data
8.3
288
|
Verified
Not enough data
8.5
280
|
Verified
Not enough data
8.4
310
|
Verified
Not enough data
8.5
281
|
Verified
Not enough data
8.7
314
|
Verified
Generative AI
8.6
16
7.2
120
Self-Service Experience
8.6
87
8.6
585
8.5
85
8.3
572
8.5
85
8.3
521
8.2
83
7.9
207
8.4
91
8.4
217
Self-Service Platform
8.6
88
8.4
216
8.7
90
8.6
221
8.3
87
7.6
192
8.4
88
8.5
208
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
7.6(won by default)
46
Not enough data
7.8(won by default)
46
Process
Not enough data
8.6(won by default)
236
Not enough data
8.6(won by default)
256
Not enough data
8.3(won by default)
217
Channels
Not enough data
8.8(won by default)
265
Not enough data
8.4(won by default)
240
Not enough data
8.5(won by default)
223
Not enough data
8.6(won by default)
225
Not enough data
8.5(won by default)
206
Insight
Not enough data
8.5(won by default)
222
Not enough data
8.8(won by default)
257
Not enough data
8.5(won by default)
196
Not enough data
8.6(won by default)
244
Generative AI
9.0
12
8.0
69
9.3
12
8.0
70
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Survey Management
Not enough data
8.8
27
Not enough data
8.3
27
Not enough data
8.6
27
Not enough data
8.8
27
Process Management
Not enough data
8.3
27
Not enough data
8.4
26
Not enough data
8.6
27
Not enough data
8.5
26
System Management
Not enough data
9.0
27
Not enough data
8.6
26
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 Contact Center Quality Assurance, Customer Communications Management, Contact Center Knowledge Base, Social Customer Service, Live Chat, Contact Center Workforce, Enterprise Feedback Management, Contact Center, Complaint Management, Customer Success, and Customer Service Automation
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
24.2%
Computer Software
10.0%
Accounting
5.8%
Computer & Network Security
4.2%
Telecommunications
3.2%
Other
52.6%
Information Technology and Services
11.4%
Computer Software
9.9%
Financial Services
7.2%
Manufacturing
4.2%
Hospital & Health Care
3.6%
Other
63.8%
Most Helpful Reviews
SAP Service Cloud
Most Helpful Favorable Review
Sana M.
Verified User in Health, Wellness and Fitness
Service Ticket Management, omnichannel support, service analytics
Most Helpful Critical Review
Tejas P.
Verified User in Marketing and Advertising
Less user friendly as compared to other applications available in market
Salesforce Service Cloud
Most Helpful Favorable Review
Verified User in Online Media
Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...
Most Helpful Critical Review
Verified User in Computer Software
Service cloud is clunky, slow, ugly user interface and just filled with bugs. We used to use Zendesk for our help desk tool and it is night and day difference between the two products. Everything Zendesk gets right, Salesforce gets wrong. And everything...
Sana M.
Verified User in Health, Wellness and Fitness
Service Ticket Management, omnichannel support, service analytics
Verified User in Online Media
Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...
Tejas P.
Verified User in Marketing and Advertising
Less user friendly as compared to other applications available in market
Verified User in Computer Software
Service cloud is clunky, slow, ugly user interface and just filled with bugs. We used to use Zendesk for our help desk tool and it is night and day difference between the two products. Everything Zendesk gets right, Salesforce gets wrong. And everything...
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
In recent years, playing at online casinos has grown in popularity, and https://woocasinoaustralia.com is one of the best options out there for those seeking...Read more
Hunting for software insights?
With over 2.5 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
