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Scrolling tab | Implementing and Using SAP Service Cloud Version 2

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<p>This certification verifies that you possess the SAP Service Cloud the cores and core skills required for the consultant profile and proves that you have an overall understanding and in?depth skills to participate as a member of project team with a focus on setting up, implementing and using SAP Service Cloud Version 2 in a mentored role.</p>

SAP Certified - Implementation Consultant - SAP Service Cloud Version 2

cleanFiles/bookmap_Implement_and_Use_SAP_Service_Cloud_Versio_en-US_learning-sap-com_lsc-prod.zip (MMCP-DROPZONE) - 2025-09-12T10:44:16.000Z

Introducing SAP Service Cloud Version 2 and its New Features

Initial Engagement, Service Operations and Field Service

Using AI in SAP Service Cloud Version 2

Understanding the Customer Service Process

Understanding the Customer Service Tools and Supporting Resources

Assessment

Exploring SAP Service Cloud Version 2

Defining the Scope

Getting Ready for Implementation

Creating Business Roles

Creating Employees and Business Users for Service

Tailoring the User Interface for the Business

Starting Implementation

Defining a Service Organization

Setting Up a Service Organization

Creating Customer Account Master Data

Creating Products Master Data

Performing Master Data Setup

Creating a Registered Product in SAP Service Cloud Version 2

Creating a Warranty in SAP Service Cloud Version 2

Using an Installed Base

Creating Service Objects

Creating a Case Type

Creating the Parties Involved for Cases​

Creating the Statuses for Cases

Setting up Case Management

Configuring Categories

Configuring a Service Level Agreement

Configuring Case Routing

Configuring Service Elements

Configuring Email

Configuring Phone

Configuring Communication Channels

Integrating S/4HANA (Cloud and On-Prem)

Integrating SAP Service Cloud Version 2 with Microsoft Teams

Integrating AI into SAP Service Cloud Version 2

Overviewing SAP Service Cloud Version 2 Integration

Implementing and Using SAP Service Cloud Version 2

SAP Service Cloud 버전 2 구현 및 사용

Implementación y uso de SAP Service Cloud versión 2

SAP Service Cloud Version 2 の導入と使用

Implementierung und Verwendung von SAP Service Cloud Version 2

实施和使用 SAP Service Cloud 版本 2

Implémentation et utilisation de SAP Service Cloud Version 2

Implementação e uso do SAP Service Cloud Version 2

<p>The course in this learning journey enables you to explain and demonstrate how to use and implement SAP Service Cloud Version 2 which is built using Cloud Native Stack. The course walks you through how the Administrator role can leverage the SAP Service Cloud Version 2 capabilities to both improve and scale up the service experience that a company can provide its customers. This perspective of the administrator role is also important for all other roles new to the solution, such as the business user, the solution consultant and the developer.</p>

<div>This intermediate level course guides SAP consultants on customizing and configuring SAP Service Cloud Version 2. Learn about system requirements, base configuration, business roles, and more. Includes process videos and quizzes.<br><br># This description was auto-generated #</div>

1_mxf6lo0u (video-connector) - 2024-10-31T11:23:36.439Z

Welcome to the course on implementing and using SAP Service Cloud Version 2. This intermediate level course is designed to guide SAP consultants through the process of customizing and configuring SAP Service Cloud Version 2. Through clear and concise lessons in a self-paced format, you'll explore essential implementation steps such as confirming and enabling system requirements, enabling system contracts and tenants, activating base configuration, creating business roles and tailoring and branding the user interface. Additionally, you will discover further implementation steps such as performing master data setup, creating service objects, setting up case management, configuring service elements, and managing communication channels and integration. At the end of nearly every lesson, you'll find a process video to walk you through the specific steps, ensuring a practical understanding of each concept. Finally, at the end of each unit, there will be a quiz to test your knowledge, which will help to consolidate your learning. Are you ready? Let's get started with implementing and using SAP Service Cloud Version 2.

This course provides an introduction to implementing and using SAP Service Cloud Version 2. Learn how to customize and configure the system, activate business services, adapt fields, configure customer service processes, and more.<br><br># This description was auto-generated #

1_eptst93t (video-connector) - 2023-11-14T08:49:09.896Z

Welcome to the course on implementing and using SAP Service Cloud Version 2. This learning journey is an introduction to the implementation of SAP Service Cloud Version 2. It walks you through how a consultant can customize and configure the system to use the features of SAP Service Cloud Version 2. With straightforward lessons in a self-paced learning journey, you dive into key configuration topics including activation of business services, adaptation of fields, configuration of customer service processes utilizing case management, agent desktop and mashups for accessing external solutions such as SAP S4 HANA, SAP Business Technology Platform or BTP and knowledge bases among others. You also learn how to configure the system to set up service level agreements or SLAs case routing rules, use installed bases and registered products, and manage warranties. Test your knowledge in each unit to help consolidate your learning. Are you ready? Get your journey started with implementing and using SAP Service Cloud Version 2.

In-App extensibility for SAP Sales Cloud and SAP Service Cloud version 2

SF Live events (sf-live-events) - 2026-01-26T18:37:34.754Z

SF Live events (sf-live-events) - 2026-01-26T16:57:43.813Z

SF Live events (sf-live-events) - 2026-04-14T10:44:13.635Z

<p>This live session will explore the use of In-App extensibility methods for extending SAP Sales and Service Cloud version 2. The following concepts will be presented, with lots of demonstrations throughout:</p>
<ul>
<li>In-App extensibility for SAP Sales and Service version 2</li>
<li>Extensibility Mechanisms</li>
<li>Extensibility Administration&nbsp; &nbsp; &nbsp; &nbsp; &nbsp;</li>
<li>Custom Fields and Attributes&nbsp; &nbsp; &nbsp; &nbsp; &nbsp;</li>
<li>Data privacy&nbsp; &nbsp; &nbsp; &nbsp; &nbsp;</li>
<li>Validations&nbsp; &nbsp; &nbsp; &nbsp; &nbsp;</li>
<li>Determinations&nbsp; &nbsp; &nbsp; &nbsp; &nbsp;</li>
<li>External Hooks</li>
<li>Assignment Rules</li>
<li>Page Layouts</li>
<li>Custom Logic Administration</li>
<li>Mashup Authoring&nbsp; &nbsp; &nbsp; &nbsp;</li>
<li>Language Adaptation</li>
<li>Samples</li>
</ul>

Get Certified: SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2

SF Live events (sf-live-events) - 2026-01-09T18:05:47.184Z

<p>In this Get Certified live session series, expert trainers will support you via a number of live sessions related to the <a href="https://learning.sap.com/certifications/sap-certified-associate-implementation-consultant-sap-service-cloud-version-2">C_C4H56</a> certification: SAP Certified Associate - SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2.</p>
<p>The series consists of the following:</p>
<ul>
<li>Kick-off session - Outlining the live session series, introducing the certification, explaining the certification format and exam interface, providing tips for preparation, explaining the learning journey self-study content, practice systems, and corresponding content review sessions - 1 hour</li>
<li>4 content review sessions - Covering important certification-relevant topics from the courses that are part of the corresponding learning journey.&nbsp; These sessions complement your self-study, providing you with the opportunity to get explanations and demonstrations from an expert, who can answer questions you have about the content, helping you to be better prepared for the certification.</li>
</ul>
<ul>
<li>
<ul>
<li>Implementing and Using SAP Service Cloud Version 2 - Units 1-2 (2 hours)</li>
<li>Implementing and Using SAP Service Cloud Version 2 - Units 3-4 (2 hours)</li>
<li>Implementing and Using SAP Service Cloud Version 2 - Units 5-6 (2 hours)</li>
<li>Implementing and Using SAP Service Cloud Version 2 - Units 7-8, including final wrap-up before the certification (2 hours)</li>
</ul>
</li>
</ul>
<p>You can register for the kick-off and content review sessions as a bundle below.</p>

SF Live events (sf-live-events) - 2026-04-02T14:07:58.755Z

<p><span>Join us in this live session to learn more about the new features in SAP Service Cloud Version 2 in the Q1 2026 release. &nbsp;NOTE - this session follows on from the session "<a href="https://learning.sap.com/live-sessions/sap-service-cloud-version-2-roadmap-deep-dive-q1-2026" target="_blank" rel="noopener">SAP Service Cloud Version 2 - Roadmap Deep Dive - Q1 2026</a>"</span></p>

SAP Service Cloud Version 2 - Roadmap Deep Dive - Q1 2026 - Part 2

Print Form Adaptation with Adobe LiveCycle Designer for SAP CX and other SAP solutions

SF Live events (sf-live-events) - 2026-02-03T12:29:46.542Z

SF Live events (sf-live-events) - 2026-02-03T13:36:41.904Z

SF Live events (sf-live-events) - 2026-04-02T20:20:31.131Z

SF Live events (sf-live-events) - 2026-04-02T20:24:05.264Z

<p>PDFs (Portable Document Format) generated by SAP Sales Cloud, SAP Service Cloud (versions 1 and 2), &nbsp;SAP Business ByDesign and SAP S/4HANA are based on print form templates that can be adapted with Adobe LiveCycle Designer.<br>In this live session we will have a closer look at typical requirements, issues, and best practices for print form adaptation with Adobe LiveCycle Designer and the mentioned cloud systems.</p>

<p>AI features are no longer simply a nice to have but indeed a must have. Organisations must be agile and adaptable to understand features that can help streamline customer service processes leading to faster resolutions and increased customer satisfaction. SAP Service Cloud Version 2 has a rich array of AI features. Join us during this live session for a deep dive into learning and understanding more about AI features and functions with process examples and adoption tips.&nbsp;</p>

SAP Service Cloud Version 2 - Powered by AI

<p>This live session covers how to access the log traces for a Commerce Solution via CLS (Cloud Logging System) and use them to find out problems or get alerts when a pattern appears. &nbsp;In addition the session covers how to use Dynatrace APM (application performance monitoring) to monitor the different components of your infrastructure.</p>
<p>For a complete overview of SAP Commerce Cloud System Administrator topics, don't miss the other live sessions in this series:</p>
<ul>
<li>SAP Commerce Cloud System Administrator</li>
<li>Introducing SAP Commerce Cloud in Public Cloud</li>
<li>SAP Commerce Cloud System Administrator</li>
<li>Cloud Infrastructure and Portal</li>
<li>SAP Commerce Cloud System Administrator</li>
<li>Integrations and Data Management</li>
</ul>

SF Live events (sf-live-events) - 2026-03-13T14:28:46.653Z

SAP Commerce Cloud System Administrator - Logging Monitoring and Developing

Walk through the SAP Customer Experience Solutions Integration & Extensibility Learning Resources

SF Live events (sf-live-events) - 2024-09-05T04:00:04.613Z

<p>In this live session, SAP Customer Experience expert trainers provide an overview of the different learning options available for each user role across the available SAP Customer Experience Solutions - Integration and Extensibility learning journeys. The session covers the following concepts:<br>- SAP Learning concepts and types of resource<br>- SAP Customer Experience Solutions - Integration and Extensibility roles<br>- Resources for Developers&nbsp;<br>- Resources for Administrators&nbsp;<br>- Resources for Architects<br>- Other learning resources<br>- Questions and suggestions</p>

<p>Do you want to know about the different solutions that are part of the SAP Customer Experience portfolio? Perhaps you already have experience with some of them, but you’d like to complete the big picture.<br>If your answer is yes, the Meet SAP Customer Experience Solutions live sessions are perfect for you!<br>In this session, you will get an introduction to SAP Customer Experience solutions and Lead to Cash, as well as learning about SAP Customer Data essentials.</p>
<p>For a complete overview of all the different SAP CX solutions, don't miss the other live sessions in this series:&nbsp;</p>
<ul>
<li>Meet SAP Customer Experience Solutions – SAP Sales Cloud and SAP Service Cloud &nbsp;</li>
<li>Meet SAP Customer Experience Solutions – SAP Commerce Cloud and SAP Emarsys Customer Engagement</li>
<li>Meet SAP Customer Experience Solutions – Integration and Extensibility Options</li>
</ul>
<p>In all of these sessions you’ll learn about the major features of each solution, use cases, and business benefits, as well as learning and enablement options.&nbsp;</p>

SF Live events (sf-live-events) - 2026-03-06T15:08:05.772Z

Meet SAP Customer Experience Solutions - Lead to Cash and SAP Customer Data Solutions

<p>Do you want to know about the different solutions that are part of the SAP Customer Experience portfolio? Perhaps you already have experience with some of them, but you’d like to complete the big picture.<br>If your answer is yes, the Meet SAP Customer Experience Solutions live sessions are perfect for you!<br>In this session, you will get an introduction to SAP Sales Cloud, and SAP Service Cloud.</p>
<p>For a complete overview of all the different SAP CX solutions, don't miss the other live sessions in this series:&nbsp;</p>
<ul>
<li>Meet SAP Customer Experience Solutions – Meet SAP Customer Experience Solutions – Lead to Cash and SAP Customer Data Solutions</li>
<li>Meet SAP Customer Experience Solutions – SAP Commerce Cloud and SAP Emarsys Customer Engagement</li>
<li>Meet SAP Customer Experience Solutions – Integration and Extensibility Options</li>
</ul>
<p>In all of these sessions you’ll learn about the major features of each solution, use cases, and business benefits, as well as learning and enablement options.</p>

SF Live events (sf-live-events) - 2026-03-06T15:08:06.071Z

Meet SAP Customer Experience Solutions - SAP Sales Cloud and SAP Service Cloud

<p>Do you want to know about the different solutions that are part of the SAP Customer Experience portfolio? Perhaps you already have experience with some of them, but you’d like to complete the big picture.<br>If your answer is yes, the Meet SAP Customer Experience Solutions live sessions are perfect for you!<br>In this session, you will get an introduction to SAP Commerce Cloud, and SAP Emarsys Customer Engagement.</p>
<p>For a complete overview of all the different SAP CX solutions, don't miss the other live sessions in this series:&nbsp;</p>
<ul>
<li>Meet SAP Customer Experience Solutions – Meet SAP Customer Experience Solutions – Lead to Cash and SAP Customer Data Solutions</li>
<li>Meet SAP Customer Experience Solutions – Meet SAP Customer Experience Solutions – SAP Sales Cloud and SAP Service Cloud &nbsp;</li>
<li>Meet SAP Customer Experience Solutions – Integration and Extensibility Options</li>
</ul>
<p>In all of these sessions you’ll learn about the major features of each solution, use cases, and business benefits, as well as learning and enablement options.</p>

SF Live events (sf-live-events) - 2026-03-12T20:35:11.211Z

Meet SAP Customer Experience Solutions - SAP Commerce Cloud and SAP Emarsys Customer Engagement

<p>Do you want to know about the different solutions that are part of the SAP Customer Experience portfolio? Perhaps you already have experience with some of them, but you’d like to complete the big picture.<br>If your answer is yes, the Meet SAP Customer Experience Solutions live sessions are perfect for you!<br>In this session, you will get an introduction to SAP Customer Experience Integration options, and SAP Customer Experience Extensibility alternatives.</p>
<p>For a complete overview of all the different SAP CX solutions, don't miss the other live sessions in this series:&nbsp;</p>
<ul>
<li>Meet SAP Customer Experience Solutions – Meet SAP Customer Experience Solutions – Lead to Cash and SAP Customer Data Solutions</li>
<li>Meet SAP Customer Experience Solutions – Meet SAP Customer Experience Solutions – SAP Sales Cloud and SAP Service Cloud &nbsp;</li>
<li>Meet SAP Customer Experience Solutions – SAP Commerce Cloud and SAP Emarsys Customer Engagement</li>
</ul>
<p>In all of these sessions you’ll learn about the major features of each solution, use cases, and business benefits, as well as learning and enablement options.</p>

SF Live events (sf-live-events) - 2026-03-06T15:08:06.300Z

Meet SAP Customer Experience Solutions - Integration and Extensibility Options

<p>In this live session we will focus on the embedded AI features in SAP Service Cloud Version 2 and how they help enterprise customer service teams to optimize their day-to-day work.<br>We will discuss the available functions and their business value, explain the configuration and pre-requisites, and share the high-level architecture.<br>After attending this session you will be able to<br>• describe the embedded AI scenarios in SAP Service Cloud<br>• explain the business value of the scenarios<br>• master the configuration of the scenarios<br>• outline the high-level architecture</p>

SF Live events (sf-live-events) - 2025-07-22T14:35:22.129Z

SAP Business AI in SAP Service Cloud Version 2

<p><span>In this session, you will gain an overview into the Enterprise Service Management (ESM) solution, learning about the various features and functions of ESM as part of SAP Service Cloud Version 2.<br>We will talk about features such as</span></p>
<ul>
<li><span>Agent Desktop</span></li>
<li><span>Case Management</span></li>
<li><span>Go through a HR Employee scenario</span></li>
<li><span>Go through a Finance query scenario</span></li>
<li><span>Integration with SAP S/4 HANA and SAP Successfactors</span></li>
</ul>

SF Live events (sf-live-events) - 2026-03-06T15:42:54.218Z

Introduction to Enterprise Service Management

<p>This live session is a refresh of the previous live session which now covers features and functions that have been released.&nbsp;</p>

Introduction to SAP Service Cloud Version 2 (refresh)

<p>In this live session, we will discuss the end to end service process along with scenarios that include service quotes and/or orders.&nbsp;</p>

Designing & Configuring Service Processes in SAP Service Cloud Version 2

<p><span>In this live session, we will discuss topics related to AI features and functions within SAP Service Cloud Version 2.&nbsp;</span></p>

AI Features and Functions in SAP Service Cloud Version 2

<p><span>In this live session we will discuss how to make advanced extensions in SAP Service Cloud Version 2 along with integration scenarios.&nbsp;</span></p>

Extensibility and Integration in SAP Service Cloud Version 2

<p><span>In this live session, we will showcase the various AI product features in SAP Service Cloud Version 2 that can be used to assist agents in resolving customer service queries quickly and effectively.&nbsp;</span></p>

SAP Service Cloud Version 2: Maximising the power of AI in Customer Service

<p>As organizations evolve, moving from SAP SuccessFactors&nbsp;Employee Central Service Center (ECSC) to <strong>SAP SuccessFactors Enterprise Service Management (ESM) </strong>is a key step toward delivering more agile, efficient, and scalable HR services. This session is designed to equip implementation teams with the practical knowledge, tools, and strategies needed for a smooth transition.</p>
<p>We’ll walk through the end-to-end migration process, including:</p>
<ul>
<li>How to activate and leverage SAP’s data migration tool effectively.</li>
<li>Guidance on project team assembly and using the readiness check report to prepare.</li>
<li>A detailed migration plan for configuration, setup, and data transfer from ECSC to ESM.</li>
<li>Steps for custom code migration, ensuring existing extensions transition seamlessly.</li>
<li>An analytics and reporting migration plan to maintain insights and continuity.</li>
<li>Additional setup for CTI, Knowledge Management, and other integrations.</li>
<li>How to present the SAP Assessment report and migration plan effectively to customers.</li>
</ul>
<p>By the end of this session, you’ll have a clear roadmap for transitioning to SAP SuccessFactors ESM—empowering your team to deliver value quickly and with confidence.</p>

Transitioning from SAP SuccessFactors Employee Central Service Center to SAP SuccessFactors Enterprise Service Management

<p><span>Join us in this live session to learn more about the new features added as part of the 2602 release for SAP Service Cloud Version 2</span></p>

SAP Service Cloud Version 2 - Roadmap Deep Dive - Q1 2026

<div>This 3-part enablement series is designed for SAP partners who want to successfully position, scope, and implement <strong>SAP&nbsp;Enterprise Service Management (ESM)</strong>&nbsp;within the SAP Business Suite.</div>
<div>Over three focused 2-hour sessions, participants will gain:</div>
<ul>
<li>
<div>A clear understanding of SAP’s strategic direction and ESM positioning</div>
</li>
<li>
<div>A strong, partner-ready value proposition</div>
</li>
<li>
<div>Insight into core configuration concepts and solution design</div>
</li>
<li>
<div>Architectural guidance on extensibility and integration</div>
</li>
</ul>
<div>The sessions combine&nbsp;<strong>strategic context, live system demonstrations, configuration walkthroughs, and architectural deep dives</strong>.</div>
<div>This is&nbsp;<strong>not a hands-on training</strong>, but a structured enablement designed to equip partners with the knowledge and confidence to drive customer conversations and implementations.</div>
<div>&nbsp;</div>
<div>
<div><strong>Session 1</strong></div>
<div><strong>Strategic Positioning &amp; Value Proposition of SAP ESM</strong></div>
<div>This opening session establishes the strategic context of Enterprise Service Management within the SAP Business Suite.</div>
<div>The focus is on <strong>value articulation, differentiation, and customer relevance</strong>. Partners will leave with a clear understanding of how to position ESM in executive discussions and transformation programs.</div>
<div>&nbsp;</div>
<div>
<div><strong>Session 2</strong></div>
<div><strong>Solution Design &amp; Core Capabilities of SAP ESM</strong></div>
<div>This session translates strategy into solution understanding. It provides structured insights into how SAP ESM is configured and how intelligent capabilities are embedded into service processes.</div>
</div>
<div>The session provides&nbsp;<strong>conceptual guidance and live walkthroughs</strong>, enabling partners to understand implementation logic without technical deep-dive execution.</div>
<div>&nbsp;</div>
<div>
<div><strong>Session 3</strong></div>
<div><strong>Architecture, Integration &amp; Extensibility</strong></div>
<div>The final session focuses on architectural excellence and scalable solution design.</div>
</div>
<div>This session is particularly relevant for solution architects and technical leads who need to embed ESM into complex enterprise environments.</div>
</div>

Enterprise Service Management Enablement for SAP Partners: Unlocking the Business Value of Intelligent Enterprise Service within the SAP Business Suite

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