Get an insightful preview of the planned innovations for the SAP Sales and Service Cloud release and learn more about highlights in Sales, Service, and Platform & Integration. 

 

Sales

Sales core 

• Sales Quote  
  • Add hidden field Opportunity ID via personalization or adaptation to the sales quote work list 
  • Add hidden action Remove all Items in the Product table via Personalization or Adaptation. This action allows you to remove all products including their sub-items. 
• Visits 
  • Set status of visits from the visit list view - It is now possible to select one or more visits from the list view and then set status for all the selected visits. Available only when check-in/check-out is disabled 
• Survey Enhanced sequencing of questions in a survey design 
  • Define the absolute position of a question for faster and easier sequencing of questions in a survey design 
  • Select from various options like the Above and Below to sequence the question 

• Library 
  • Users with "grant access" enabled with user change management 
  • The owner of a folder and the users with “Grant access” can both manage the folders to the full extent, this is especially important when the owner is no longer part of the organization 

 

Groupware Integration 

New Admin UI – new functionalities and UI 

• Restructured Navigation  
• Hierarchical View of config settings 

New User UI 

• Easier User Customization 
• User self-service 
• Better embedding into SAP Cloud for Customer 

 

Dynamic Visit Planning (add-on) 

• Defaulting Sales Area  
  • As an administrator, you can set default values for sales area data in Planning Attributes and Advanced filters in Cockpit, for your business users  
  • The Sales data configured as main sales data will be the default 
  • The main benefits are the reduced number of clicks to capture sales area data while filtering recommendations for accounts in the cockpit and improved user efficiency and user experience by defaulting sales area data in planning attributes 

• Account Sales Data Standard and Extension Attributes in Advanced search filters in Cockpit 
  • As a user, you can filter accounts based on standard and extension sales data fields for accounts 
  • Improve filtering and visit planning for accounts by using standard and extension sales data-based fields as filtering criteria 

 

• Mass deletion of planned visit list items in the cockpit 
  • As a user, you can delete all the planned visit list items for any given day from the cockpit in one click 

 

Intelligent Sales (add-on) 

ISE 

• Predictive Rollup 
  • Forecast using an AI-driven rollup option based on the likelihood of opportunity closure  
  • Prediction considers factors such as engagement, opportunity progression, and people involved in the deal  
  • Provide sales leadership with a data-driven assessment of all deals in their organization 

 

 

Service core 

Ticket Management 

• The “Main Ticket” column is added to the Tickets Embedded Component in Customer Overview. 
  • This column is by default personalized and hidden and can be enabled. 
• The Sales Group ID field can now be made visible on the Ticket Detail  
  • SALES_GROUP Association at Service Request -> BUSINESS_AREA is now PSM Read enabled and can be now added via Adaptation 

• Party role/UUID added to the A2X payload 
  • To ensure consistency in ticket creation via A2X service when both employee and customer have the same ID 

E-mail Channel and Interaction  

• Social media channels changes – Deprecation of twitter/X integration 
  • Due to changes in X’s (formerly Twitter) licensing terms, SAP will discontinue support for direct X integration within Service Cloud Core by October 31, 2024. This decision follows X's enforcement of restrictions that prevent the use of API license keys within external systems like SAP.  
  • Customers should consider transitioning to alternative solutions endorsed by X, which can be found here: https://partners.x.com/. 

Installed Base, Installation Point, and Registered Product 

• New option for the user to maintain the Telephone number for the Registered Product under the Product Location details. 
• Telephone details of registered products that are replicated from SAP S/4 HANA are now stored and displayed in SAP C4C. 

 

Agent Desktop Add-On 

• Search with CAD fields as Secondary Customer Identification 
• Agent does not have to rely only on Primary Identifiers like Phone and Email to identify a customer.  
• Other unique searchable fields like Account ID, Case ID, and Serial Number can be used to identify a customer. 
• Set the ‘Call Attached Data (CAD)’ dropdown to either Custom 1, Custom 2, Custom 3, or Custom 4 in the Settings -> Agent Desktop -> Live Interaction Widget Settings 

 

Platform and Integration

Transition Tools V1 to V2 - Readiness Check Tool/Transition Tool/Data Transfer Tool 

• New option to export to Excel and display of the Donut chart option to filter readiness check supported objects 

• Extended support of Readiness Check to show the number of surveys, and code lists - helps in effort estimation and planning the move from V1 to V2 

• Data Transfer Tool - Helps to monitor the data transfer from V1 tenant to V2 tenant, by checking on the “Received Instances” count. 
• Data Transfer Tool - Onboarded new objects - you can transfer data from V1 to V2 of the following additional objects (compared to 2402): 

• Warranties, Installed Base, Installation Points, Registered Product, Chat, Phone Call 

 

MS Teams Integration 

• Reporting - Allows admins to analyze how and in which areas the MS Teams share workspace feature is being used 

UI Framework 

• Global Search Capabilities for Add-ons - Global search is the upgraded version of Enterprise search with improved search capabilities.  

Updates in Incident/Report Case option  

• "Incident" is now renamed as "Case" in this release. Hence, "Report incident" will also be changed to "Report case" 
• A fresh segment has been included within the "Report Case" option, granting direct entry to both the Knowledge Base and Chat Support. 

 

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Where to find more information?

The SAP Cloud for Customer Community page contains announcements and information for SAP Sales & Service Cloud portfolio. We encourage anyone interested in information about SAP Cloud for Customer to bookmark this page.

 SAP Cloud for Customer Community – SAP Sales & Service Cloud (C4C)

 

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