Understanding Adaptation Capabilities

In this lesson, you will learn how to use the adaptation capabilities of SAP Sales Cloud and SAP Service Cloud Version 2 to customize the user interface and overall experience for a specific group of users or for all users. This is different from personalization, where individual users adjust the interface to meet their own needs.

Adaptation allows administrators and solution owners to tailor the application’s interface and behavior to better support specific business processes. This is done by defining the default behavior of interface elements, adding custom tabs and sections, creating custom fields, integrating custom buttons, and embedding mashups.

These powerful features help teams streamline processes, enhance user productivity, and ensure the system adapts to evolving business needs, while maintaining cloud delivery standards and system reliability.

Adaptation Mode in SAP Sales Cloud and SAP Service Cloud Version 2 is a built-in, user-friendly tool that allows administrators and key users to customize the application's interface and behavior without needing custom code. This ensures all changes are focused and relevant.

To access adaptation mode in SAP Sales Cloud and SAP Service Cloud Version 2, as an administrator or key user, open the user profile menu and select Start Adaptation. You can freely navigate to other screens while adaptation mode remains active.

SAP Sales Cloud and SAP Service Cloud Version 2 offer robust in-app adaptation tools that allow key users and administrators to customize the system. These include adding custom fields, creating tabs and sections to structure page layouts, embedding external content via mashups, and adding custom buttons for specific actions. For optimizing lists and worklists, users can define custom filters, configure quick filters, standardize the user interface across teams, and set default sorting.

Together, these capabilities enable efficient tailoring of processes, user interfaces, and workflows while remaining upgrade-safe. In the following, you will learn how to use the adaptation capabilities effectively.

Extension Fields, also known as Custom Fields, are fields created to store additional data that is not part of an entity's standard data structure. They let you adapt the solution to your organization’s specific business needs without relying on custom code, ensuring they remain upgrade-safe.

To add Extension Fields to the user interface, enter Adaptation Mode as a key user or administrator. Navigate to the page where you want the field to appear (for example, an account or an opportunity), then open the section configuration for the preferred area by selecting the edit icon.

In the section configuration dialog, choose Add From List Button.

The Add Fields dialog will show a list of available fields. At the end of the list, there is an entry labeled Extensions that contains the available extension fields you can choose for the specific business entity.

By choosing the Add (+) button and then selecting Apply, the extension field becomes immediately visible on the screen.

Custom Tabs extend the standard user interface by introducing new tabs to business entities such as accounts, opportunities, and leads. These tabs display additional business information, mashups, or custom content tailored to specific organizational requirements. They allow you to manage existing sections or create new ones.

In the following video, you will learn how to create and manage custom tabs and sections.

HTML mashups allow administrators to embed external web applications, custom functionalities, or third-party content directly into the user interface of SAP Sales Cloud and SAP Service Cloud Version 2. These mashups can display data from external systems, provide specialized business tools, or extend standard functionality without modifying the core system's code. This approach supports a clean core strategy while extending functionality.

To add HTML mashups to a custom section or tab, first navigate to User Menu→Start Adaptation to activate adaptation mode. Select the Add (+) button in a section, then choose Create Section from the drop-down menu. This will open the Create Section dialog.

In the Create Section dialog, Select Add Mashup to add your HTML mashup to the new section.

To integrate external systems directly into the user interface, administrators can add URL mashups as buttons or links in the application. This allows business users to access external resources seamlessly from within the system. Unlike HTML mashups, the target application opens in a new browser tab or window.

The process begins by navigating to User Menu→Start Adaptation to activate adaptation mode. Then select the Add (+) button in a section and choose Create Section from the drop-down menu. In the Create Section dialog, there are two options for adding a URL mashup. Administrators can choose whether the mashup appears as a button or a link. After adding the mashup, it becomes part of the UI, allowing users to access the external system directly.

Custom buttons in SAP Sales Cloud and SAP Service Cloud Version 2 are configurable UI elements that administrators or key users can create to trigger specific end-user actions, such as releasing sales orders, printing invoices, opening Quick Create views, or integrating with external systems. These buttons extend standard functionality without requiring code changes and can be placed in specific sections of the user interface.

To create a custom button in a section, hover over the section and select the edit icon from the context menu. In the Section Items dialog, select the Add URL Mashup button, and from the drop-down menu, choose Add Buttons.

In SAP Sales Cloud and SAP Service Cloud Version 2, filters enable administrators and key users to create precise list views by limiting displayed results to specific criteria. This functionality improves efficiency by ensuring that relevant information is easily accessible for quick navigation, sorting, and analysis across business entities.

Quick filters are pre-configured filter options that appear directly in the filter bar. They provide immediate access to commonly used criteria for efficient data navigation and sorting across business entities, including cases, sales orders, leads, and accounts.

In the following video, you will learn how to customize quick filters and how to use key user filters.

Administrators can configure a default sorting column and specify the sorting direction (Ascending, Descending, or None), ensuring that the most relevant information is immediately visible when users access a list. This reduces the need for manual adjustments.

For table views, you can configure a default sort column and sort direction. To do this, enter adaptation mode, select the table, and choose the edit icon in the context menu. In the Section Items dialog, select the Default Sort by button.

In the dialog, you can select the default column for sorting and the sort order.

• Adaptation Mode allows administrators and key users to make UI changes and stay active across screens for consistent updates.
• Custom tabs and sections allow businesses to enhance the standard interface by adding dedicated areas for specific content, ensuring all relevant information is easily accessible and organized within a single interface.
• Extension (custom) fields allow organizations to capture additional business data that is not part of the standard system. First, they must be created in the Extensibility Administration settings and then added to the UI via adaptation mode.
• HTML mashups enable embedding external applications or web content directly within the SAP interface.
• URL mashups allow administrators to integrate external applications as buttons or links within the UI.
• Custom buttons are configurable UI elements that allow users to trigger specific actions directly from the interface.
• Key User Filters and Quick Filters help users quickly access relevant data by applying predefined criteria to data views.
• Default sorting can be defined for table views to control how records are sorted by default.