Understanding Personalization Features and Use Cases

In this lesson, you will learn how personalization enhances your user experience in SAP Sales Cloud and SAP Service Cloud Version 2.

Personalization is important because users in different roles, such as sales representatives, service agents, and system administrators, work with the same system but have very different needs.

A one-size-fits-all user interface quickly becomes inefficient due to too many irrelevant fields, overloaded screens, and unnecessary navigation steps that slow users down. Personalization addresses this by allowing you to customize the interface to your individual workflow, without requiring technical changes or developer involvement.

Personalization is accessed through the user menu, where you can start Personalization Mode by selecting Start Personalization. When this mode is active, the user interface becomes editable, making it possible to adjust elements on the screen directly.

As the following image shows, the system indicates this mode via a highlighted layout with pink borders. In addition, interactive controls such as edit icons and add buttons appear throughout the UI.

These visual cues indicate which parts of the screen can be modified, allowing you to customize fields, sections, tabs, and other UI elements directly in their context.

Personalization must be enabled by an administrator through business roles. To do this, you assign the required business services sap.crm.service.personalizationService to a business role, either by creating a new role or updating an existing one, and then assign this role to the relevant users based on their user type. This ensures that only users with the appropriate role and permissions can access and use personalization features.

In the following video, you will learn how personalization can be applied directly in SAP Sales Cloud and SAP Service Cloud Version 2.

You will learn how to enter personalization mode and adapt various elements like the homepage cards, page structure, tabs, sections, and fields. The video will also show how to create and save personalized filters to quickly retrieve specific subsets of data without the need to repeatedly enter search criteria.

By the end, you will understand how personalization empowers you to customize your workspace to better align with your individual workflow and priorities, making the system more efficient and tailored to your needs.

Now that you have learned how personalization can be applied in SAP Sales Cloud and SAP Service Cloud Version 2, let’s explore use cases to further understand how it can help sales and service teams to optimize their workflows.

At NovaLink Industrial Solutions, employees use personalization to customize the system to their daily tasks and improve efficiency.

As a Sales Representative, Adrian focuses on managing opportunities and customer interactions. To work more efficiently, he hides irrelevant fields on the Opportunity page and rearranges sections so that key sales data is always visible.

He also creates a personalized filter for "High-Value Opportunities" and customizes his home page to display important KPIs such as pipeline value and upcoming tasks.

The Service Agent Tom handles service tickets and needs quick access to critical information. He personalizes his workspace by adding a section for "Equipment History" and ensures that warranty-related fields are always visible. In addition, he creates quick filters for "Urgent Tickets" to immediately focus on high-priority cases.

• Personalization allows you to customize the user interface to your individual workflow.
• It helps reduce complexity by showing only relevant fields, sections, and information.
• You can personalize different UI elements such as fields, filters, tabs, sections, and home page cards.
• Personalization is accessed through the user menu by selecting Start Personalization.
• Changes are user-specific and do not affect other users.
• Personalization features must be enabled through business roles and appropriate permissions.