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- SAP Service Cloud-vs-ServiceNow Customer Service Management
Compare SAP Service Cloud and ServiceNow Customer Service Management 
At a Glance
Market Segments
Mid-Market (41.1% of reviews)
Enterprise (60.2% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
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 CloudServiceNow Customer Service Management
Star Rating
(201)4.4 out of 5
Market Segments
Enterprise (60.2% of reviews)
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about ServiceNow Customer Service ManagementSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that ServiceNow Customer Service Management excels in ticket creation user experience with a score of 8.9, while SAP Service Cloud follows closely with 9.1, indicating that both platforms provide a user-friendly interface for creating tickets, but SAP may have a slight edge in overall satisfaction.
- Reviewers mention that the quality of support for SAP Service Cloud is rated higher at 8.9 compared to ServiceNow's 8.4, suggesting that users find SAP's support more responsive and effective in resolving issues.
- G2 users highlight that ServiceNow's SLA Management feature scores 8.9, which is slightly better than SAP's 8.6, indicating that ServiceNow may offer more robust tools for managing service level agreements effectively.
- Users on G2 report that SAP Service Cloud shines in its omnichannel capabilities with a score of 8.8, while ServiceNow also performs well at 8.8, suggesting that both platforms provide strong support for multiple communication channels, but SAP may have more integrated options.
- Reviewers say that the self-service experience in SAP Service Cloud is rated higher for its knowledge base at 8.6 compared to ServiceNow's 8.4, indicating that users find SAP's resources more comprehensive and easier to navigate.
- Users report that both platforms offer solid automation features, but ServiceNow's intelligent routing is rated at 8.6, while SAP's is slightly lower at 8.3, suggesting that ServiceNow may provide a more efficient way to direct tickets to the appropriate agents.
Featured Products
Sponsored
Product Fruits
(145)
Customer Self-Service
Visit Website
Sponsored
Social Intents
(10)
Customer Self-Service
Visit Website
Sponsored
Helpjuice
(306)
Customer Self-Service
Visit Website
Pricing
Entry-Level Pricing
SAP Service Cloud
No pricing availableServiceNow Customer Service Management
No pricing availableFree Trial
SAP Service Cloud
Free Trial is available
ServiceNow Customer Service Management
Free Trial is available
Ratings
Meets Requirements
8.9
178
8.8
131
Ease of Use
8.8
182
8.4
148
Ease of Setup
8.4
102
7.9
91
Ease of Admin
8.3
60
8.4
57
Quality of Support
8.9
174
8.4
117
Has the product been a good partner in doing business?
8.8
58
8.6
58
Product Direction (% positive)
9.6
180
9.2
118
Features by Category
Ticket and Case Management
9.1
67
9.0
36
|
Verified
9.0
68
8.8
36
|
Verified
8.9
70
8.8
36
|
Verified
8.4
68
8.4
33
8.6
65
8.6
35
|
Verified
8.6
65
8.6
35
|
Verified
8.9
67
9.0
34
|
Verified
8.8
64
8.8
35
|
Verified
Generative AI
8.3
12
7.1
12
8.8
12
7.0
11
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
8.8
35
|
Verified
8.7
67
8.9
35
|
Verified
8.9
67
8.1
29
|
Verified
8.6
61
7.5
28
|
Verified
8.2
62
7.8
27
|
Verified
Platform
8.2
69
7.3
29
|
Verified
8.2
74
8.4
35
|
Verified
8.9
68
8.8
35
|
Verified
8.5
67
8.4
34
|
Verified
8.6
68
8.6
35
|
Verified
8.9
68
8.5
36
|
Verified
Workforce Management
Not enough data
8.4
19
Not enough data
8.5
19
Not enough data
8.5
18
Not enough data
8.2
17
Not enough data
8.1
15
Administration
Not enough data
8.9
19
Not enough data
9.1
20
Not enough data
8.5
20
Not enough data
8.1
17
Not enough data
8.3
17
Conversational Platform
8.6
57
Not enough data
8.8
52
Not enough data
8.8
52
Not enough data
8.6
54
Not enough data
Support Automation
8.6
54
Not enough data
8.9
52
Not enough data
8.9
51
Not enough data
8.8
56
Not enough data
Generative AI
8.9
9
Not enough data
9.1
9
Not enough data
Customer Support
Not enough data
7.7
5
Not enough data
Not enough data
Not enough data
7.7
5
Automation
Not enough data
8.3
5
Not enough data
7.3
5
Not enough data
8.3
5
Artificial Intelligence
Not enough data
7.7
5
Not enough data
7.7
5
Not enough data
7.7
5
Generative AI
Not enough data
8.7
5
Not enough data
Not enough data
Not enough data
Not enough data
Communication
Not enough data
8.3
18
|
Verified
Not enough data
8.7
18
|
Verified
Not enough data
8.2
18
Not enough data
8.2
17
Not enough data
8.3
17
Internal Use
8.2
74
8.4
35
|
Verified
Not enough data
8.6
17
|
Verified
Not enough data
8.3
15
Not enough data
8.7
18
Not enough data
8.4
18
|
Verified
Not enough data
8.2
18
|
Verified
Generative AI
8.6
16
7.1
7
Self-Service Experience
8.6
87
8.0
27
8.5
85
7.9
24
8.5
85
7.2
24
8.2
83
6.7
23
8.4
91
8.0
25
Self-Service Platform
8.6
88
8.3
27
8.7
90
8.5
26
8.3
87
7.8
24
8.4
88
8.3
26
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
Not enough data
Not enough data
Not enough data
Process
Not enough data
6.7(won by default)
6
Not enough data
9.2(won by default)
6
Not enough data
Not enough data
Channels
Not enough data
9.3(won by default)
5
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
7.3(won by default)
5
Insight
Not enough data
6.7(won by default)
5
Not enough data
7.0(won by default)
5
Not enough data
7.7(won by default)
5
Not enough data
8.3(won by default)
6
Generative AI
9.0
12
Not enough data
9.3
12
Not enough data
Categories
Categories
Shared Categories
SAP Service Cloud and ServiceNow Customer Service Management are categorized as Digital Customer Service Platforms, Conversational Support, Help Desk, and Customer Self-Service
Unique Categories
SAP Service Cloud has no unique categories
ServiceNow Customer Service Management is categorized as Customer Service Automation, Social Customer Service, Live Chat, and Contact Center Workforce
Reviews
Reviewers' Company Size
SAP Service Cloud
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
ServiceNow Customer Service Management
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
34.7%
Telecommunications
6.1%
Computer Software
6.1%
Consumer Services
5.1%
Financial Services
4.6%
Other
43.4%
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
ServiceNow Customer Service Management
Most Helpful Favorable Review
Verified User in Computer Software
- Organized ticketing queue - Automated email mechanism - Priority based suggestions - ETA alerts - Enhanced knowledge management associated with tickets
Most Helpful Critical Review
Debbie M.
Verified User in Health, Wellness and Fitness
Difficult to send follow up emails as you cannot reply to a response with the email trail. You need to copy paste and if the person who sends the response adds additional people to their email they are not automatically added to the ticket and can get left...
Sana M.
Verified User in Health, Wellness and Fitness
Service Ticket Management, omnichannel support, service analytics
Verified User in Computer Software
- Organized ticketing queue - Automated email mechanism - Priority based suggestions - ETA alerts - Enhanced knowledge management associated with tickets
Tejas P.
Verified User in Marketing and Advertising
Less user friendly as compared to other applications available in market
Debbie M.
Verified User in Health, Wellness and Fitness
Difficult to send follow up emails as you cannot reply to a response with the email trail. You need to copy paste and if the person who sends the response adds additional people to their email they are not automatically added to the ticket and can get left...
Alternatives
Discussions
SAP Service Cloud has no discussions with answers
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