--- title: "SAP Service Cloud Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about SAP Service Cloud Software - reviews, pricing plans, popular comparisons to other CRM products and more." source_url: "https://www.capterra.com/p/227370/SAP-Service-Cloud/" page_type: "product" language: "en" --- # SAP Service Cloud Software Review 2026: Features, Reviews, Integrations, Pros & Cons Last updated on September 17, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews) SAP Service Cloud ## What is SAP Service Cloud? Bridge the gap between front-office engagements and back-office processes to create a unified service experience with SAP Service Cloud. ## What is SAP Service Cloud used for? [CRM](https://www.capterra.com/customer-relationship-management-software/)[Call Center](https://www.capterra.com/call-center-software/)[Contact Center](https://www.capterra.com/contact-center-software/) Top alternative Featured Overall rating Based on 2 user reviews Reviews sentiment Positive \- Neutral \- Negative \- ### Starting price Free trial not available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for SAP Service Cloud?[Manage this product listing](https://www.g2.com/products/sap-service-cloud/claim_requests/new?auto=true) ## SAP Service Cloud Overview Updated September 2026 AI summary SAP Service Cloud supports businesses of all sizes with tools for managing customer relationships, service requests, and support operations. Covering CRM, help desk, and contact center functions, it offers contact management, ticket tracking, activity dashboards, and knowledge base management. Optional features include marketing automation and forecasting. Deployment options span cloud, web, desktop, and mobile platforms. ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### SAP Service Cloud 4.5 (2) VS. [4.5 (830)](https://www.capterra.com/p/136189/Salesforce/reviews/) Starting Price Contact vendor Starting Price $25 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.0 (2) Ease Of Use 4.1 (973) Value For Money 0.0 (0) Value For Money 4.2 (796) Customer Service 4.0 (2) Customer Service 4.3 (768) ## SAP Service Cloud alternatives Highest Rated [4.7 (1,789)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.4 (4,092)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.6 (93)](https://www.capterra.com/p/83211/HappyFox/reviews/) Starting price $24.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars [Bitrix24](https://www.capterra.com/p/113540/Bitrix24/) [4.2 (1,005)](https://www.capterra.com/p/113540/Bitrix24/reviews/) Starting price $69.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 82% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/113540/Bitrix24/) ## FAQs about SAP Service Cloud Features and Usability ### What are the key features of SAP Service Cloud? SAP Service Cloud offers support ticket management, ticket tracking, customer complaint tracking, and case routing for service operations. It also includes contact management, a contact database, chat/messaging, and a self service portal, plus activity dashboards, historical reporting, knowledge base management, and work order management. Getting Started and Support ### What training and onboarding options does SAP Service Cloud offer? SAP Service Cloud provides videos as its confirmed training format. Videos can support self-paced learning and serve as visual reference material for teams reviewing product features, workflows, and setup steps. Getting Started and Support ### What customer support options does SAP Service Cloud offer? SAP Service Cloud provides Email/Help Desk, FAQ/Forum, Knowledge Base, and Phone Support. These channels give users several ways to get answers or contact support directly, with help resources organized for self-service and live assistance when needed. ## Features AI summary Based on 14,838 CRM reviews According to Capterra reviewers, these are the CRM features buyers prioritize most when evaluating a solution: - **Data Security** (**51%** of reviewers rated this feature as critical) - **Customer Database** (**52%**) - **Real-Time Data** (**56%**) SAP Service Cloud includes other CRM capabilities that reviewers also consider important, such as **Contact Database** (**47%**) and **Contact Management** (**44%**). Together, these features give teams a central place to store customer details, track interactions, and manage ongoing relationships more effectively, helping businesses stay organized and respond to customer needs with better context. Contact Database 4.5 (2) 50.00% of 2 reviewers that rated this feature as important or highly important Centralized database of stakeholders and their contact information such as names, address, phone number etc. Contact Management 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Manage, organize, and store contact information Lead Management 3.5 (2) 50.00% of 2 reviewers that rated this feature as important or highly important Store information about leads or contacts and track, manage and nurture them throughout the sales process Call Routing 4.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Sends voice calls to a specific queue based on predetermined criteria Interaction Tracking 4.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Track interaction history by documenting conversations for contacts Real-time Consumer-facing Chat 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Engage in direct, instant messaging with consumers SAP Service Cloud 27 features ### All Features - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Activity Tracking: Track and document all activities across devices, networks, and other systems - Assignment Management: Assign issues and tasks based on availability or required skills - Call Routing: Sends voice calls to a specific queue based on predetermined criteria - Chat/Messaging: Communicate using direct chat or messages within the system - Communication Management: Manage and track all internal and external communication conducted via calls, email, text, or chat - Contact Database: Centralized database of stakeholders and their contact information such as names, address, phone number etc. - Contact Management: Manage, organize, and store contact information - Customer Complaint Tracking: Track customer complaints from initiation through resolution - Customer Support: Provide online support for your customers through live chat or help desk functionality - Data Import/Export: Import and export data to and from software applications - Document Storage: Store and organize documents in a centralized system - Forecasting: Form predictions based on past and present data/trends - Gamification: Games or game-like elements to track progress and reward accomplishments - Interaction Tracking: Track interaction history by documenting conversations for contacts - Inventory Management: Track and manage inventory levels to maintain proper supply - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Lead Management: Store information about leads or contacts and track, manage and nurture them throughout the sales process - Marketing Automation: Automate workflows and trigger campaigns based on customer actions - Monitoring: Observe and track the demand, usage, progress or quality of a system, product, or user - Performance Management: Organize and manage the accomplishments and development of employees or performance of applications or systems - Real-time Consumer-facing Chat: Engage in direct, instant messaging with consumers - Routing: Plan daily routes to optimize employee scheduling and provide directions - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Support Ticket Management: Allow customers/users to submit support queries and service requests - Support Ticket Tracking: Track the status of support tickets/escalations as they move through the service queue - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues --- Get Advice We can help you find the software with the features you need. Features 4.5 (2) 4.5 Based on 2 reviews ## Pricing ### Starting price Free trial not available Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.0 (2) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.0 (2) 4.0 Based on 2 reviews ## User reviews Overall rating 4.5 Based on 2 reviews Filter by rating 5(1) 4(1) 3(0) 2(0) 1(0) Mentioned topic Sorted by most recent Daniel C. Public relationist Insurance ### "increasing the efficiency of customer service" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 May 23, 2023 All the response processes are faster to solve and easier to follow up to finalize, the tickets are ordered by categories and it helps to make it faster to solve Pros Thinking about the attention that is given to each of the clients via virtual, it was decided to hire SAP Service Cloud to provide a better experience and a faster, more efficient, personalized response mode, being pleasant for the clients and that their concerns or requirements be solved faster Cons fortunately I have managed to have a pleasant experience without something along the way that I dislike or affect its operation Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AN Anonymous User Computer Engineer Computer Software ### "comprehensive solution for customer service and support" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 May 13, 2023 Pros Offers a customizable interface and workflows to meet specific business needs. Cons Can be complex and require specialized knowledge and training to implement and use effectively. Switched from [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/) [Dynamics 365 Customer Service](https://www.capterra.com/p/213170/Dynamics-365-Customer-Service/) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review source Non-incentivized review: any software user can leave a review for any product listed on our site. 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