SAP Service Cloud vs Salesforce Sales Cloud comparison

Why PeerSpot?

Salesforce and SAP are both solutions in the CRM category. Salesforce is ranked #3 with an average rating of 8.6, while SAP is ranked #92. Salesforce holds a 2.7% mindshare in CRM, compared to SAP’s 0.3% mindshare. Additionally, 94% of Salesforce users are willing to recommend the solution, compared to 100% of SAP users who would recommend it.

Salesforce Sales Cloud

Read 118 Salesforce Sales Cloud reviews

16,278 Views
12,371 Comparison Views

94% willing to recommend

SAP Service Cloud

Read 1 SAP Service Cloud review

2,054 Views
1,315 Comparison Views

100% willing to recommend

Salesforce Sales Cloud

SAP Service Cloud

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between SAP Service Cloud and Salesforce Sales Cloud based on real PeerSpot user reviews.

Find out what your peers are saying about Microsoft, Zoho, Salesforce and others in CRM.

To learn more, read our detailed CRM Report (Updated: October 2026).

Buyer's Guide

CRM

October 2026

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Helped 917,433 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Salesforce Sales Cloud

Ranking in CRM

3rd

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

118

Ranking in other categories

Opportunity Management (1st), Sales Force Automation (2nd), Conversation Intelligence Software (4th)

SAP Service Cloud

Ranking in CRM

92nd

Average Rating

8.0

Reviews Sentiment

1.0

Number of Reviews

Ranking in other categories

Customer Experience Management (40th)

Mindshare comparison

As of October 2026, in the CRM category, the mindshare of Salesforce Sales Cloud is 2.7%, down from 3.5% compared to the previous year. The mindshare of SAP Service Cloud is 0.3%, down from 0.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Mindshare Distribution
Product	Mindshare (%)
Salesforce Sales Cloud	2.7%
SAP Service Cloud	0.3%
Other	97.0%

CRM

Featured Reviews

Jonny Katz

VP of Business Operations at PeerSpot

Uses data-driven insights to improve workflows and highlights a need for simpler automation tools

Salesforce Sales Cloud can be improved in several areas. First, the UI is an area for enhancement. Even though they've launched Lightning, it's clunky at times with page load speeds. It also needs to be made extremely more user-friendly. For new people using Salesforce Sales Cloud, there is a steep learning curve. Additionally, giving non-admins the ability to make changes on the fly is something that I feel is necessary. Currently with Salesforce Sales Cloud, you need to have a consultant. It's hard to build the flows or workflows. Making it easier for that end-user who's not so technically minded to help themselves is essential. I choose seven out of ten because I think you need a consultant or a consulting company to help you build it out. Certain changes should be made much easier and more user-friendly where an admin can do it. The automation processes need to be much simpler. If you're looking at other tools out there, for example SalesLoft or HubSpot, it's much easier to build those workflows and do automation.

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Mo Sayed

Sap Enterpise Cloud Architect at ECC Experienced Certified Consulting

Have built intelligent workflows and accelerated lead conversion through embedded AI and process integration

There's definitely room for process improvement in SAP Service Cloud. In my opinion, what can be better in SAP Service Cloud includes having the data center existence properly implemented. Not all cloud solutions are present in data centers. While we evaluate the product, we have to check the existence of the product in all nearest data centers. For example, while I check the data center through the Trust Center on SAP's website, I found that most cloud solutions are installed in Riyadh, but they are missing some very important tools such as LeanIX, which is not existent in Saudi Arabia. E-commerce solutions are also missing, and some aspects of C4C, such as Customer Data Cloud, are not present in many data centers. Not all components in cloud solutions exist in key centers in the Middle East and North Africa. They evaluate demand before installation, but having all solutions in the center point could encourage sales cycles.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The tool is quite flexible."

"Suitable for all sizes of organizations."

"User adoption has improved a lot resulting in improvement of data quality and ROI of the software."

"Salesforce is way better in terms of user experience; working in the system, it's much more intuitive, more user-oriented, and user-friendly than the other systems I had in my previous experience."

"It is expensive but also one of the largest business systems you'll have in your company because it'll integrate absolutely anything you need it to."

"The ability to work on it from anywhere is most valuable, because all you need is a computer, a browser, and an internet connection to access your instance, and it can be accessed from anywhere, which is pretty cool and user-friendly."

"Our year on year growth would have never been possible without Salesforce."

"We use workflows for sales flows and various automation, such as assignment rules and validations provided by Salesforce. When out-of-the-box solutions aren't enough, we delve into coding, utilizing synchronous and asynchronous methods. Additionally, we employ tools like lightning components."

More Salesforce Sales Cloud pros

"The embedded AI inside SAP, called Business AI, impacts decision-making and resolution times significantly, working as a smart conversational chat in Joule to create dashboards and compare historical data with sales forecasts."

Cons

"I'd like to have the ability to change default values on certain fields such as the “Related To” field on the Task and Event pages."

"Applications that can help with migrating data over from the sandbox to production would make it easier because sometimes change sets can be bulky and they're not always as effective. This can be frustrating when you make a lot of changes and try to put those changes into production."

"I don't like the way parent-child relationships work in transactions between records in Salesforce Sales Cloud. NetSuite is a little bit more user-friendly in that sense. Salesforce Sales Cloud requires that you build everything from scratch. I don't like that. It leaves a lot of thinking and solutions to the consultants and the process is more prone to errors."

"Sales Cloud could be improved with more training. In general, the training is very good, but you have to really seek out some good options in order to upskill yourself. Another thing, which could also be a benefit, is that Sales is very customizable. If you move from one organization to another, you can see your Salesforce as before, but their Sales Cloud may look completely different from what you're used to. It's not like Microsoft Excel or Trello, where the layout and all the functions are the same. Because it's so customizable, I feel like there is a bit of a learning curve when you inherit another Sales Cloud instance. To be honest, I think that's the beauty of Salesforce because you can customize it so much to fit your needs as a company. It follows your processes and use cases in order for you to get the most out of the system itself."

"It might be easier if there were better integration with other sales systems or clouds that are not powered by Salesforce. For example, when we work with partners, such as Amazon or any other major tech company, sometimes we collaborate to develop a sales lead."

"Become VERY expensive as you grow. Endless number of limitation force license upgrade to Enterprise and then to Unlimited, and to double the price per user."

"Salesforce could improve its response speed. Compared to AWS, it is slower, which could be a hindrance."

"They should think about introducing some sort of fire system (colours: green - yellow - red) to set alarms of overdue tasks."

More Salesforce Sales Cloud cons

"Not all components in cloud solutions exist in key centers in the Middle East and North Africa."

Pricing and Cost Advice

"My understanding is that Salesforce is a little bit expensive, but in terms of the efficiencies, automation, and visibility, I think it's definitely value for money."

"It's expensive, storage being the most costly aspect."

"It is alright for now because we ended up getting a discount off the base price. So, for now, it is okay. We may have to renegotiate when we get more users, and I don't know if the price would stay the same or increase. It has just a standard licensing fee. If you end up hiring a consultant for implementation, you will have to pay for the implementation. Other than that, there are no additional fees."

"The subscription is on a monthly basis."

"The price of the Salesforce Sales Cloud is expensive. We pay monthly for the solution but we are billed quarterly."

"The main issue is the price. Because it's SaaS, you will have to pay on a monthly or yearly basis."

"We pay a yearly subscription fee."

"The main thing is it is costly. Salesforce it is not cheap, it's costly. Some of our customers say it is a costly solution. So, we have lost some sale opportunities regarding the high price. This is the main thing that we are facing. It is sales per user and the user price is about $150 per month, per user for the Enterprise Edition. The other edition is less than this, but it is costly. A company that has 70 or 80 users would pay more than $8,000 USD yearly because it is cloud based."

More Salesforce Sales Cloud pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Construction Company

12%

Financial Services Firm

12%

Outsourcing Company

Manufacturing Company

Retailer

13%

Construction Company

11%

Comms Service Provider

10%

Pharma/Biotech Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	56
Midsize Enterprise	25
Large Enterprise	43

No data available

Questions from the Community

What are the pros and cons of MS dynamics vs. Salesforce CRM?

When comparing Microsoft Dynamics 365 and Salesforce CRM in 2026, both are leading CRM platforms, but they serve slightly different strengths depending on business needs. Features: Salesforce is t...

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What needs improvement with Salesforce Sales Cloud?

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What is your primary use case for Salesforce Sales Cloud?

Salesforce Sales Cloud serves as our primary tool for our sales team and reviews team to document and keep all our information in one place as a source of truth. We use it to manage our business pr...

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What needs improvement with SAP Service Cloud?

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What is your primary use case for SAP Service Cloud?

I have experience working with Sales Cloud and Service Cloud. I am working as an Enterprise Architect, so I could evaluate whatever is needed in SAP. We are working as a partner with SAP in the Mid...

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What advice do you have for others considering SAP Service Cloud?

The pricing for SAP Service Cloud is not the cheapest globally; it is a bit expensive compared to alternatives. The most challenging part about SAP is the pricing because SAP sells their cloud serv...

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Comparisons

Microsoft Dynamics CRM vs Salesforce Sales Cloud

Compared 5% of the time

Oracle CX Sales vs Salesforce Sales Cloud

Compared 4% of the time

SAP CRM vs Salesforce Sales Cloud

Compared 4% of the time

Oracle CRM vs Salesforce Sales Cloud

Compared 3% of the time

SAP Sales Cloud vs Salesforce Sales Cloud

Compared 3% of the time

More Salesforce Sales Cloud Competitors

SAP CRM vs SAP Service Cloud

Compared 39% of the time

ServiceNow Customer Service Management vs SAP Service Cloud

Compared 30% of the time

Genesys Cloud CX vs SAP Service Cloud

Compared 17% of the time

Pipedrive vs SAP Service Cloud

Compared 4% of the time

Oracle Fusion Service vs SAP Service Cloud

Compared 3% of the time

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Product Reports

Buyer's Guide

Salesforce Sales Cloud

September 2026

Download Salesforce Sales Cloud product report

Buyer's Guide

Customer Experience Management

October 2026

Download SAP Service Cloud product report

Also Known As

Sales Cloud, SFDC, Salesforce

No data available

Overview

Salesforce Sales Cloud is a comprehensive tool lauded for its customization, ease of use, and integration capabilities. Its cloud-based nature offers seamless access and scalability, helping manage leads, opportunities, and workflows efficiently. Powerful reporting and dashboards enhance visibility and productivity.

Salesforce Sales Cloud serves as an essential aid for companies aiming to streamline sales processes. It integrates sales and marketing, manages customer data, and supports automation, which increases efficiency. Despite its expense and complex interface, its ability to forecast, track customer engagement, and automate key workflows stands out. Companies encounter challenges with system costs and integration issues, particularly regarding third-party applications and mobile functionality. Reporting and dashboards offer significant insights, although room for improvement exists. Licensing costs and storage fees are considerations for prospects, alongside the need for improved training and AI features. Users maximize the platform for sales pipeline management, forecasting, and operational analytics.

What are the most important features?

Customization: Tailor the platform to fit exact business objectives.
Integration: Seamlessly connect with apps and platforms, improving workflow.
Automation: Streamline lead management and workflows, reducing manual tasks.
Reporting and Dashboards: Gain insights for informed decision-making.
Cloud-based Access: Ensure scalability and accessibility from anywhere.

What benefits can users expect?

Enhanced Productivity: Automation and robust tracking improve efficiency.
Increased Sales Efficiency: Manage pipelines and opportunities seamlessly.
Better Forecasting: Advanced features provide valuable foresight into sales trends.
Operational Efficiency: Analytics and reporting fortify strategic planning.

Organizations across industries utilize Salesforce Sales Cloud from finance to healthcare for business development and CRM tasks. It is integral to managing accounts, leading pipelines, and aligning sales with marketing strategies. Firms improve customer relations and operational efficiency through its analytics and reporting capabilities.

Salesforce

SAP Service Cloud offers businesses a platform to enhance customer interactions through effective service management and support, providing tools to streamline operations and improve service delivery.

SAP Service Cloud provides comprehensive tools for managing customer service operations, enabling organizations to optimize their service processes. It integrates seamlessly with other SAP solutions, allowing for a holistic approach to customer service management. Users can leverage its capabilities to process customer inquiries efficiently, ensuring timely resolution and improved customer satisfaction. Its analytics provide actionable insights into performance, driving strategic decisions.

What are the key features of SAP Service Cloud?

Omnichannel Support: Facilitates consistent customer experiences across multiple channels.
Service Analytics: Provides insights that help in monitoring performance and identifying trends.
Knowledge Management: Enables easy access to information for quicker issue resolution.
Case Management: Streamlines the process of tracking and resolving customer issues.
Field Service Management: Efficiently manages and dispatches field operations.

What are the benefits or ROI users should consider?

Increased Efficiency: Automates service processes, reducing manual workloads.
Improved Customer Satisfaction: Enhances response times and service quality.
Better Decision-Making: Empowers leaders with data-driven insights.
Cost Reduction: Optimizes resource allocation, minimizing operational costs.

SAP Service Cloud is utilized across industries including retail, telecommunications, and manufacturing to tailor customer service strategies to industry-specific needs. Retailers use it to handle large volumes of customer inquiries efficiently, while telecommunications employ its features to manage complex service requirements. Manufacturing firms leverage its capabilities for integrated field service management, enhancing post-sales customer support.

SAP

Sample Customers

Coca-Cola Enterprises, Kuoni Global Travel Services, Financial Times, Just Eat, Jobsite, H.R. Owen, PlayerLayer, O2, DMGT, Philips, Xtreme.ie, Business Stream, Remote Asset Management, Dialogue Group

INICOM, Dulux

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