SAP Sales and Service Cloud Version 2: New Features and Roadmap

Wondering if you should make the switch to SAP Sales and Service Cloud Version 2? Our expert Managing Consultants, Abhilasha Gupta and Nikeyta Sharma, discuss recent upgrades, the roadmap, and more in this blog to help you decide your next move.

Highlights of Version 2 include: 

• Seamless User Interface - Fewer complexities and a more user-friendly experience.
• Cloud-native Microservices - Empowering uninterrupted service, agility, and flexibility. 
• API and Event-driven Architecture - Real-time reactions, scalability, and fault tolerance. 
• Extensibility - API-first approach for customization and adaptability. 
• Increased Performance - Better reporting, intuitive UI, mobile access, and richer insights. 
• Monthly Releases - Shorter time-to-market and improved agility with monthly upgrades.

Seamless User Interface

In the recent upgrade, SAP has introduced significant revamps to its user interface, offering two prominent benefits: 

• Fewer complexities
• More user friendly interface

Experience the flexibility of customizing the Home page based on roles and tasks, and effortlessly adjust controls and their positions on the screens.

Reference: SAP 

SAP Sales and Service Cloud Version 2 Platform Architecture

Version-2 of Sales and Service Cloud enables new possibilities on both functional and technical levels.

Highlights include:

• Cloud-native Microservices
• Zero downtime upgrades
• API and event-driven architecture
• Extensibility 
• Increased performance
• Monthly releases
• Global Search
• Built-in support
• Faster data upload and download
• SAC Analytics Cloud
• Machine learning capabilities

Reference: SAP 

Cloud-native Microservices

It’s been a while since SAP’s Sales and Service Cloud transitioned from a monolithic architecture to microservices. SAP’s vision behind this transition was to enable their customers to reimagine the way they engage with their customers. With microservices, SAP empowers its customers to deliver uninterrupted service, improve agility and flexibility and offer greater choice in value-add solution offerings.

Learn more about its features here.

Zero downtime upgrades

Zero downtime upgrade doesn’t need additional license as it comes as a standard maintenance tool. With zero downtime upgrades, customers don’t lose on business during maintenance events like updates and upgrades.

API and event driven architecture

With event-driven architecture, the cloud generates a real-time reaction to the upgrades. It also helps in Incremental growth and improved fault tolerance. You can connect different vendors and scale it up when needed. 

Karsten Strothmann, Product Manager, SAP has explained the benefits and features of event driven architecture and ecosystem. You can access his brief here. 

Extensibility 

Version 2 uses API first approach. Once the fields are added, you can define attributes, validations and determination for the same.

Reference: SAP 

Reference: SAP 

With SAP AppGyver, citizen developers can build apps without coding knowledge. With side-by-side extensions, you can add custom solutions and increase or adjust the scope. 

Reference: https://microlearning.opensap.com/media

Though adaptation and publishing the changes will be reflected over the area for which it was developed.

Increased performance

With several new features like better reporting capabilities, more intuitive user interface, improved mobile access and richer customer insights, Version 2 far exceeds in performance than version 1. 

Monthly releases

Instead of quarterly releases, SAP will be releasing monthly upgrades for development, testing and production in one bundle. This will enable it's users to achieve shorter time-to-market, faster feedback and improved agility.

Global Search

Version 2 uses Global Search in place of enterprise search which was used in Version 1. Objects supported for global search are configurable, as a user you can decide the entities to be enabled for search. It has a prominent search bar with automatic suggestions. 

Built-in support

All configurations are under System Settings. Within system settings we have a dashboard and all settings.  Dashboard displays the pinned area and the recently visited items, whereas in settings you can do all the configurations required to set up your system. Users can use this to raise incidents to SAP in case of any issues within the system.

Faster data upload and download

You can transfer the existing data from any Cloud CRM system to the SAP Service Cloud. Apply the desired filter to upload or download the data.

For customers already having Version 1, the first moment to check if you want to migrate will be during H1 2024. SAP is working on a migration path. 

Reference: SAP 

SAC Analytics Cloud 

With embedded SAC, an analytics tool, you can build stories and share with other users. Embedded SAC, SAC build apps, the low code, no code tool, are also part of the license.

Reference: SAP 

Reference: SAP 

Machine learning capabilities

Machine learning capabilities are already embedded as part of the application and are available in the base package itself. Different scenarios like text intelligence, case categorization, summarization, topic analyzer, the lead scoring, opportunity scoring, are available both from a functional perspective and from a commercial perspective in the base packages. In the months ahead, they will be also working on the LLM models, the chat GPT kind of scenarios. 

Reference: SAP 

SAP Sales Cloud Version 2 Features

SAP has laid a clear roadmap for upgrades both in 2023 and 2024. In SAP Sales Cloud Version 2 following features are available:

• Account: find the customer prospects and partners’ information.
• Contacts: maintain a relationship between a contact and an account. It has all the customer details.
• Leads: access the status of different leads.  TDSW, water till ceiling workspace is also introduced. The playbook proposals that were introduced with the guided selling for the opportunities are also available now for lead management.
• LinkedIn sales navigator profiles: for lead management.
• Guided selling: for you to identify strategic deals.
• Intelligent sales prediction: sell better with the help of AI-based pattern and trend analysis.

Reference: https://microlearning.opensap.com/media

Reference: SAP 

Upcoming features SAP Sales Cloud Version - 2

Going forward SAP will be releasing the following features:

• Adaptive sales models based on interactions and insights
• New digital selling practices and technologies to enable them
• Intelligence driven execution based on analytics, trends, and insights
• Mobile first user experiences
• Technology and tools to enable agile automation and process effectiveness

SAP Service Cloud Version 2 Features

The following features are available in SAP Service Cloud Version 2:

• Agent Inbox for omnichannel interface and integrated communication
• Case management with case designer, a flexible framework for adapting your service processes with your customer requirements.
• Machine learning model, which will take in all the inputs from the case description from an ongoing interaction in the form of emails and create a summary of the case in progress.

Reference: https://microlearning.opensap.com/media

Reference: https://microlearning.opensap.com/media

Reference: SAP 

Upcoming features SAP Service Cloud Version -2 

Going forward SAP will release the following features:

• Agent Workspace  to handle live omni channel interactions
• Case designer and runtime  to model and deploy support process
• Back office connectivity to track and resolve the issue at the source
• Collaboration to consult SME across organization

Extending SAP Service and Sales Cloud Version 2 using SAP AppGyver

For customer-specific extensions there will be two options now, one will be through AppGyver and for complex developments SAP BTP extension suite, which has CAP (node js) and SAP UI5 expertise will be needed. You will not need SDK.

SAP AppGyver allows users to create standalone apps and extensions with no code composition environment.

AppGyver has to be configured for  use. In case Appgyver is not configured in the system, an incident with component CA-LCA-ACP could be raised with SAP. 

Let’s navigate to how to access AppGyver in V2.

1. Login to SAP Service Cloud Version 2 or SAP Sales Cloud Version 
2. Navigate to Appswitcher and choose AppGyver 
3. AppGyver lobby open up in new tab,
4. Click on Create, enter a Project name, a short description for your project, and click on create. It will display a pop-up message as “creating new app”.
5. Once the app is created, UI canvas appears.
6. Start designing and developing the extensions using drag and drop visual programming tools of AppGyver.

In our upcoming blogs, we will be covering SAP Sales and SAP service Cloud features in detail.

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