Outlining the Integration of Version 2 into SAP Software and Technology

Objectives

After completing this lesson, you will be able to:

  • Outline how SAP Service Cloud Version 2 fits into a broader SAP Cloud for Customer Ecosystem.
  • Identify the role of SAP BTP for integrating SAP Service Cloud Version 2 with other SAP Solutions.
  • Provide an example of Business Process Integration between SAP Service Cloud Version 2 and another SAP Solution.

Integration Options, Service Cloud Version 2 into SAP Customer Cloud Ecosystem

There are several options for a business to fit its SAP Service Cloud Version 2 into a broader SAP Cloud for Customer ecosystem. These options will come out of the SAP Cloud integration strategy of providing:​

  • Prepackaged Integration Content
  • Built-in Tools for Data Integration
  • Open APIs
  • UI & Data Mashups

Here are four common cloud integration options. A business:​​

  1. ​Connects its system with services in prepackaged integration content that SAP offers.​
  2. Leverages SAP integration tools like Data Workbench to extract, transform, and load (ETL) data from various sources into the cloud environment.​
  3. Uses open application programming interfaces (APIs) to integrate with needed cloud services. Cloud providers often expose APIs that allow developers to interact with their services programmatically. These APIs define the protocols and rules for communication and data exchange between systems. ​​
  4. Combines data and functionality from different sources, including cloud services, into unified user interfaces (UIs) using the UIs and Data Mashup tools that cloud platforms provide.

Integration of SAP Service Cloud Version 2 with other SAP Solutions

In addition to the other options, a business can also leverage SAP Business Technology Platform (BTP) to fit its SAP Service Cloud Version 2 into a broader SAP ecosystem. SAP BTP uses APIs for data mappings to integrate other customer systems like SAP ERP, SAP S/4HANA OnPrem, SAP S/4HANA Cloud, SAP CRM, SAP SuccessFactors, and so on.​

SAP BTP provides predefined scenarios for these system integrations, enabling SAP systems to integrate the relevant objects (for example, customer, or materials) and processes (for example, Service Order Mash Up).​ To use SAP BTP integration capabilities, you need a:​

  • SAP Service Cloud Version 2 tenant​​
  • SAP Cloud Integration tenant​​
  • Sub-account on SAP BTP with a subscription to SAP Event Mesh service​​

Note

Concerning integration with SAP Service Cloud Version 2 tenant and SAP Cloud Integration Tenant, SAP provides the integration guides for consultants to set up the integration of SAP Service Cloud Version 2 with the existing SAP systems in the customer's ecosystem.​​

SAP Service Cloud Version 2 allows three different integration scenarios for a business, depending on the business requirement and/or existing integration landscape. A business can use:​​

  • OData APIs for point-to-point connection to customer systems. ​
  • SAP standard integration scenarios based on SAP (PI) Process Integration or SAP Cloud Integration to connect with SAP S/4HANA, SAP ERP, SAP CRM OP, and so on. ​​
  • Existing customer integration landscape components if applicable.​​

Integration Example: Service Order Creation in SAP S/4HANA Cloud from Service Cloud Version 2

Example: Integration of SAP Service Cloud Version 2 and SAP S/4HANA Cloud.

​​You want to create Service Orders in SAP S/4HANA Cloud started in SAP Service Cloud Version 2. To do so, start in the Service Cloud Agent Desktop, where you select the available standard action "S/4 Service Order Creation". The system jumps via usage of a Mash-up directly to SAP S/4HANA Cloud in the mask where a Service Order is then created.​​

Related, additional integration using the Agent Desktop:​

  • Configuration of custom actions and tabs for the service order scenario.​
  • Configuration of custom actions and tabs via Adaptation for the service order scenario based on your requirements.​
  • Viewing SAP S/4HANA Cloud Service Order Events in the Agent Desktop Timeline. Events, such as Service Order: created; completed; and released, are displayed on the Agent Desktop timeline.

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