Integrating SAP Service Cloud to Other Applications

Objectives

After completing this lesson, you will be able to:

  • Explain the options to integrate SAP Service Cloud with on-premise and cloud SAP solutions

Integrating SAP Service Cloud

We've seen how SAP Service Cloud can help streamline the service process. In this unit we'll see various ways that SAP Service Cloud can be integrated with other SAP products. In the figure below you can see how SAP Service Cloud can integrate with on premise solutions such as SAP S/4HANA, SAP ERP, SAP CRM and SAP cloud solutions such as SAP S/4HANA Cloud, SAP Field Service Management (FSM) and SAP Commerce Cloud.  SAP Service Cloud can integrate with SAP S/4HANA Cloud with a mashup approach that we will detail two approaches further in this lesson. 

As part of SAP Cloud for Customer, SAP Service Cloud includes native integration with many SAP and third-party on-premise and cloud applications. This standard integration ensures information accuracy, reduces operational risk, and enables better customer service decisions. 

In terms of integration, a mashup refers to a method where information or functionality from different sources or services are combined together to create a new integrated service or tool. It's a web-based solution that integrates the functionalities of different systems, applications, or APIs seamlessly into one single interface. 

Integration Overview

Figure: Integration Overview

SAP NetWeaver Process Integration (SAP PI) is SAP's enterprise application integration (EAI) software, a component of the NetWeaver product group used to facilitate the exchange of information among a company's internal software and systems and those of external parties. 

SAP Cloud Integration (CI)

Figure: SAP Cloud Integration (CI)

SAP Service Cloud can integrate other SAP Cloud applications using the SAP Cloud Integration (CI) Suite which is an important part of the SAP Business Technology Platform (SAP BTP). The SAP Cloud Integration (CI) uses: 

  • Cloud based technology 
  • Real-Time, partly bidirectional process integration 
  • Graphical flows and mapping 
  • Data integration 
  • Prepackaged Integration flows 

    Illustrates packaged integration for on-premise integration. The prepacked content is available for SAP CI and SAP PI. 

  • Centralized monitoring and administration 
  • Community and marketplace 
  • Lower cost of change over time 

All these elements available in SAP Cloud integration serve to reduce implementation and maintenance cost. 

Using APIs for data mapping, there are pre-created scenarios for most SAP system integrations. Using the SAP Business Accelerator API hub, you can filter between Customer Experience integrations, Cloud for Customer integrations, or integrations specific to an SAP Sales Cloud or SAP Service Cloud scenario. The following link gives more information on how to organize SAP Service Cloud integration: https://api.sap.com/

For C2C (Cloud to Cloud) integration scenarios SAP BTP is used, for example, SAP FSM with SAP Service Cloud. For C2P (Cloud to Prem) or P2C (Prem to Cloud) we can choose between SAP BTP or SAP PI (Process Integration) as an on-premise based integration solution. 

 

SAP S/4HANA Integration Replication Approach

The SAP S/4HANA integration replication approach uses:  

Real-Time Master Data Synchronization 

  • Unidirectional synchronization of products. Uni-directional from ERP for account hierarchy, products, sales org, currency conversion rates and employees 
  • Bi-directional synchronization of master data, for example: accounts and contacts. 

Real-Time Opportunity to Order Integration

  • Full integration of transactional scenarios with real-time S/4HANA (OP) and ERP pricing and full accessibility of ERP document flows.  
  • Field service and support scenarios in Sales and Service Cloud with native integration to S/4HANA and ERP, for example for service confirmation, billing and finance as well as contract management with SLAs & installed bases. 
  • Real-time opportunity pricing check 
  • Real-time quotation processing 
  • Real-time sales order processing 
  • Review of relevant sales documents and document flow 

 

Real-Time Ticket Integration 

Real-time Work Ticket to Invoice, including goods movement, advanced shipment & return, billing request 

  

Recent Orders Integration (Account 360)

SAP Service Cloud - Mashup Approach in Agent Desktop

Figure: Agent Desktop

There are two ways that SAP Service Cloud can integrate with SAP S/4HANA Cloud; standard integration or Low Code No Code (LCNC)

As a service agent, you can easily launch back-office applications such as S/4HANA Cloud Service Management application for service order scenarios from front office application such as SAP Service Cloud Agent Desktop via a mashup. 

The agent desktop is the central work environment for an agent in SAP Service Cloud and can be considered as the modern alternative to the Live Activity Center. This high-productivity app provides an omnichannel support solution. Agent desktop offers a customizable, flexible, and modern user experience that enables service agents to engage with customers efficiently across multiple communication channels. Includes supporting tools like automatic customer identification and search, detailed customer information, knowledge base integration, and ticket creation. 

You can use one of the following approaches for integration: 

  • Use the standard integration (SAP Fiori Web UI screens) with S/4HANA Cloud Service (Remark:  Agent Desktop add on is a prerequisite) management application or for example with the standard integration you can use UI screens to create follow up service orders. 
  • Use Low Code No Code (LCNC) applications such as SAP Build App (former tool was: Appgyver) to create and build your own custom flows and integrate the same. 
Figure: Agent Desktop Use Cases

Mashup S/4HANA - Create Uls  

  • Option to create a Service Order as a follow up document in SAP S/4HANA with direct S/4HANA Fiori Uls including context transfer 
  • Low Code / No Code UI based on S/4HANA APIs 

S/4HANA Business Events  

Published by SAP Event Mesh in Agent Desktop. Timeline to display the created service order as a hyperlink. 

Navigation from Timeline to get a quick view to S/4HANA objects. 

SAP Service Cloud with Agent Desktop  

In this video, we look at using SAP Service Cloud as your front end to create a service order via a mashup with SAP S/4HANA Cloud. 

Click on the play button below to access the video: 

Video Summary 

  1. Use the Service Agent Desktop in SAP Service Cloud to identify the customer account and create a Service Order connected to the S4 tenant. 
  2. Within the service order, select the suitable product division, specify the service item details such as product ID and quantity, and enter the necessary dates. 
  3. Edit the service order as needed, such as updating the quantity of an item or reassigning the employee responsible. 
  4. Finalize the service order, which is then assigned a unique ID, and the service cost is determined. The completed service order can be viewed in the customer's interaction history timeline. 

Pre-requisites for the Usage of the Mashup Approach with the Agent Desktop

Pre-requisites 

The following are the pre-requisites (software components) for Agent Desktop integration: 

Lesson Summary

This concludes this lesson; you should now know the different options to integrate SAP Service Cloud with on-premise and cloud SAP solutions. 

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