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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 (63.0% 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
(167)4.4 out of 5
Market Segments
Enterprise (63.0% 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 a slightly better user interface for ticket creation in SAP.
- Reviewers mention that the quality of support is notably higher in SAP Service Cloud, scoring 8.9 compared to ServiceNow's 8.4, suggesting that users find SAP's support more responsive and helpful.
- G2 users highlight that ServiceNow's SLA Management feature scores 8.9, which is higher than SAP's 8.6, indicating that ServiceNow may offer more robust tools for managing service level agreements effectively.
- Users on G2 report that the mobile optimization of SAP Service Cloud is superior, with a score of 8.2 compared to ServiceNow's 7.4, making SAP a better choice for teams needing mobile access to customer service tools.
- Reviewers say that the automation capabilities in both products are strong, but ServiceNow shines with a score of 9.1 for automation, while SAP matches it at 8.7, indicating a slight edge in ServiceNow's automation features.
- Users report that the self-service experience in SAP Service Cloud is rated higher, with a knowledge base score of 9.2 compared to ServiceNow's 8.9, suggesting that SAP provides a more comprehensive and user-friendly self-service option for customers.
Featured Products
Sponsored
Customerly
(35)
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
115
Ease of Use
8.8
182
8.3
114
Ease of Setup
8.4
102
7.9
60
Ease of Admin
8.3
60
8.4
52
Quality of Support
8.9
174
8.4
101
Has the product been a good partner in doing business?
8.8
58
8.6
53
Product Direction (% positive)
9.6
180
9.2
103
Features by Category
Ticket and Case Management
9.1
67
8.9
30
|
Verified
9.0
68
8.8
30
|
Verified
8.9
70
8.8
30
|
Verified
8.4
68
8.5
27
8.6
65
8.9
29
|
Verified
8.6
65
8.7
29
|
Verified
8.9
67
9.0
28
|
Verified
8.8
64
8.8
29
|
Verified
Generative AI
Feature Not Available
Feature Not Available
Feature Not Available
Feature Not Available
Communication Channels
9.0
67
8.7
29
|
Verified
8.7
67
8.9
29
|
Verified
8.9
67
8.3
23
|
Verified
8.6
61
7.7
22
|
Verified
8.2
62
8.3
21
|
Verified
Platform
8.2
68
7.4
23
|
Verified
8.2
73
8.5
28
|
Verified
8.9
68
8.9
29
|
Verified
8.5
67
8.5
28
|
Verified
8.6
68
8.6
29
|
Verified
8.9
68
8.4
30
|
Verified
Workforce Management
Not enough data
8.3
16
Not enough data
8.2
16
Not enough data
8.4
15
Not enough data
8.1
14
Not enough data
8.2
12
Administration
Not enough data
9.1
16
Not enough data
9.1
17
Not enough data
8.4
17
Not enough data
7.9
14
Not enough data
8.1
14
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
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Artificial Intelligence
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Communication
Not enough data
8.3
16
|
Verified
Not enough data
8.6
16
|
Verified
Not enough data
8.2
16
Not enough data
8.1
15
Not enough data
8.6
15
Internal Use
8.2
73
8.5
28
|
Verified
Not enough data
8.7
15
|
Verified
Not enough data
8.6
13
Not enough data
8.9
16
Not enough data
8.4
16
|
Verified
Not enough data
8.4
16
|
Verified
Generative AI
Feature Not Available
Feature Not Available
Self-Service Experience
8.6
87
8.4
21
8.5
85
8.4
18
8.5
85
7.8
18
8.2
83
7.2
17
8.4
91
8.2
19
Self-Service Platform
8.6
88
8.7
21
8.7
90
8.7
20
8.3
87
8.4
18
8.4
88
8.8
20
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
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
Feature Not Available
Feature Not Available
Feature Not Available
Feature Not Available
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
38.3%
Computer Software
7.4%
Telecommunications
4.9%
Consumer Services
4.9%
Financial Services
4.3%
Other
40.1%
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
Deepak K.
Verified User in Information Technology and Services
Help desk where you Software is too good so it's your responsibility to look out how your support help is working on ground level there's is Many incidents where we just trying to connect but no response coming out.
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
Deepak K.
Verified User in Information Technology and Services
Help desk where you Software is too good so it's your responsibility to look out how your support help is working on ground level there's is Many incidents where we just trying to connect but no response coming out.
Alternatives
Discussions
SAP Service Cloud has no discussions with answers
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