SAP Service Cloud Version 2 versus SAP Service Cloud

SAP Service Cloud Version 2 versus SAP Service Cloud | con4PAS

In the article “SAP Service Cloud Version 2 – a new solution for intelligent cloud service”, we introduced you to the new solution that SAP has incorporated into its product portfolio this year. Today, we will look at how this solution compares to the existing SAP Service Cloud solution. What are the differences and what are the advantages of each solution?

October 17, 2022

SAP Service Cloud (or C4C, initial acronym for this solution also known as SAP Cloud for Customer) is a cloud solution that was developed years ago with technologies available at the time. However, since then, standards have changed, technologies have advanced, and therefore a completely new solution has been developed – a solution that leverages a robust, modern, and more flexible technology platform. Quite simply, customers today want and need better CRM.


So how does the new SAP Service Cloud Version 2 compare to the existing SAP Service Cloud solution?


SAP Service Cloud Version 2 does not yet bring as much functionality as C4C, which has been on the market for many years and is used by many customers. However, new features are being added fast. The release of utilities features is planned for as early as the last quarter of this year (Q4 2022).

The area of sales has not been neglected either. The first sales tools and features are expected to be launched in Q4 2022 with more coming in 2023 and 2024.

So, we can look forward to an influx of new features being released monthly throughout 2023. The number of features for service and customer service is expected to match full parity by the end of 2023.

Not forgetting existing customers, SAP has also started working on specific data migration tools and setups to support customers who would choose to migrate to the new solution in 2023.

Some of the newly developed features and tools available in SAP Service Cloud Version 2 have already been and are still available as an add-on to SAP Service Cloud (C4C). For example, the originally new Agent Desktop. More information about Agent Desktop was published in C4C news and in a separate article available here.

The Agent Desktop is the central desktop for an agent’s work in SAP Service Cloud Version 2. Thanks to the integration with Sinch Contact Pro, the Agent Desktop offers its users a good overview via various communication channels such as social media, e.g. Instagram, Facebook, Twitter, WhatsApp, etc., as well as phone or chat. The contact center agent has all the communication history at hand, including transcripts and attachments from the customer.

SAP Service Cloud Version 2

In addition, an integrated cloud-based communication stack for real-time multi-session communication with customers allows agents to work on multiple communication channels (e.g. phone and WhatsApp) simultaneously. The customer can thus send his or her GPS location information via WhatsApp during the call.

To conclude, let us summarise the main advantages of the new solution:

  • a modern platform for faster work;
  • a new user interface that requires fewer clicks;
  • faster screen loading and dynamic responsive layout.

Service Cloud Version 2 was released earlier this year on Sapphire. With its launch, SAP is expanding its offer of cloud solutions in the area of customer services, taking into account the specific needs of some customers in this area. We anticipate that SAP Service Cloud Version 2 will see further functional enhancements in the coming quarters, thereby enriching SAP's current cloud offering.


SAP Service Cloud Version 2 – a new solution for intelligent cloud service



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