Exploring Integration Scenarios


After completing this lesson, you will be able to:

  • Recognize the available master data integration scenarios
  • Recognize the available transactional integration scenarios

Master Data Integration Scenarios

To enable SAP Sales and Service Cloud to work seamlessly together with SAP S/4HANA, it's necessary for both solutions to exchange master data. Typically, SAP S/4HANA is already in place prior to the implementation of SAP Sales Cloud or SAP Service Cloud. Hence, SAP S/4HANA is usually treated as the leading system from where master data needs to be loaded initially to SAP Sales and Service Cloud.

Some business objects can be edited in SAP Sales and Service Cloud and sent back to SAP S/4HANA, for instance, account and contact master data. These objects can be replicated bi-directionally. Other business objects may only be edited in the leading system and hence, they can only be replicated in one direction: uni-directional, meaning from SAP S/4HANA to SAP Sales and Service Cloud. For instance, product categories and product master data.

The following graphic gives an overview of the various master data business objects that can be replicated between SAP S/4HANA, SAP Sales Cloud, and SAP Service Cloud:

For more details, see the Integration Package on SAP Business Accelerator Hub.

Transactional Integration Scenarios

In contrast to master data integration scenarios, where business objects are replicated back and forth between SAP S/4HANA and SAP Sales and Service Cloud, scenarios for transactional data exchange are more process-oriented. A sales quote in SAP Sales Cloud could, for instance, be replicated to SAP S/4HANA as a follow-up sales order.

Due to the process-oriented nature of transactional scenarios, we will discuss them separately for SAP Sales Cloud and SAP Service Cloud.

SAP Sales Cloud Transactional Integration Scenarios

The following graphic shows the possible variants for the integration into the transactional sales process:

For opportunities, sales quotes, and sales orders, SAP Sales Cloud can request real-time pricing data from SAP S/4HANA. This feature is also referred to as External Pricing. It includes price and tax determination, availability to promise (ATP) check, credit check, and so on. It enables SAP Sales Cloud to support the full pricing flexibility from SAP S/4HANA.

For the follow-up document creation on the SAP S/4HANA side, different options are available, for instance:

  • From an SAP Sales Cloud opportunity, you can create a quote or order in SAP S/4HANA. You can create the documents or inquiry documents (quote inquiry or order inquiry).
  • From an SAP Sales Cloud sales quote, you can create a sales order. Any attachments you have in the quote in SAP Sales Cloud will be replicated to the order in SAP S/4HANA. If you add attachments in SAP S/4HANA, they will not flow back to the quote.
  • From an SAP Sales Cloud sales order, you can create an order in SAP S/4HANA. This integration is bi-directional. Attachments are also replicated.

The document flow of SAP Sales Cloud can display PDFs from SAP S/4HANA.

SAP Service Cloud Transactional Integration Scenarios

The service process includes the contract and work ticket business objects on the SAP Service Cloud side. External Pricing is supported, like for the sales scenarios. The work ticket integration returns the billing request ID to SAP Service Cloud. The work ticket also has a document flow that launches the invoice PDF.

Further Information

You can find further information about supported integration scenarios with SAP Sales Cloud and SAP Service Cloud in the Integrate section of the solution's help site.

  • The Golden Deck presentation on the right of the page is a good starting point for integration capabilities and contains a lot of useful information.
  • The help page also contains several guides for integrating SAP Sales and Service Cloud with other solutions.

Further information about integration scenarios that are supported by prepackaged integration content can be found in the SAP Cloud for Customer Integration with SAP S/4HANA integration package on the SAP Business Accelerator Hub.

Log in to track your progress & complete quizzes