Introducing Interaction Types

Standard Events in SAP Sales Cloud and SAP Service Cloud Version 2 are system-generated notifications. They are raised after the standard processing and persistence of a business entity — such as cases, accounts, or opportunities. Standard Events provide extension points that enable developers to execute external custom logic following standard processing.

The image below shows an architecture diagram for a possible architecture using Standard Events in SAP Sales Cloud and SAP Service Cloud Version 2 to trigger an external SAP Cloud Application Programming Model (CAP) application hosted on SAP Business Technology Platform. This application contains custom logic, such as executing additional calculations. SAP Event Mesh, a capability of SAP Integration Suite, is used as a message broker to store the event and make it available to the SAP CAP application.

You can use External Hooks in SAP Sales Cloud and SAP Service Cloud Version 2 to intercept and influence business entity operations before standard processing is complete.

External Hooks run synchronously within the processing pipeline, allowing you to enrich entity data, apply custom validations, or call external services before the standard business logic takes effect. Because the business entity operation waits for a response from External Hooks, you have direct control over how processing proceeds. This enables you to enforce business rules or integrate external systems at the point of execution.

Together with validations and determinations, External Hooks form part of the developer extensibility framework in SAP Sales Cloud and SAP Service Cloud Version 2. This gives you the tools to tailor standard business logic to meet your organization's specific requirements.

As an administrator, you can use Mashups in SAP Sales Cloud and SAP Service Cloud Version 2 to embed external content directly within the application UI. This allows users to access relevant information from external systems without switching context.

Mashups are categorized by the technology on which they are based:

• URL Mashups: Send data from the system to the URL of an external service provider — for example, to perform a search and display the results in a new browser tab or window.
• HTML Mashups: Integrate HTML, CSS, and JavaScript content directly within the UI, such as online maps, widgets, or social networking information for a seamless in-context experience for users.

Together with other extensibility options such as Standard Events, External Hooks, and Autoflow, Mashups give you the tools to tailor the user interface of SAP Sales Cloud and SAP Service Cloud Version 2 to meet your organization's specific operational and informational needs.

You can use Autoflow in SAP Sales Cloud and SAP Service Cloud Version 2 to define rule-based automations that automatically trigger actions when specific conditions on business entities are met — without requiring custom code development.

You build Autoflow rules by:

• Configuring conditions against entity fields, including fields of associated entities and child array nodes
• Using comparison operators, such as "is changed", to detect relevant state transitions

When a condition is met, Autoflow can:

• Send event notifications to external communication systems
• Notify users within the application
• Send automated emails

This helps you keep teams informed and ensures that relevant changes in your business data reach the right people and systems.

As a no-code extensibility option, Autoflow complements developer-focused tools such as External Hooks and Standard Events. This allows administrators to automate routine business processes and tailor system behavior to your organization's specific workflows, without relying on application development resources.

• Standard Events provide extension points by raising system-generated notifications after business entity operations, allowing execution of external custom logic post-processing.
• External Hooks allows you to intercept and influence business entity operations before standard processing is complete - supporting custom validations, data enrichment, and integration with external services.
• Mashups enable users to access relevant information from external systems without switching context. They can be implemented as
  • URL Mashups - displaying external results in new browser tabs or window.
  • HTML Mashups - embed interactive content such as maps, widgets, or search results directly within the UI.
• Autoflow provides a no-code automation tool to trigger actions based on rule-based conditions, enabling automated notifications, communications, and workflow enhancements without custom development.