SAP Sales and Service Cloud is the nowadays commonly used name to address SAP's Customer Relationship Management (CRM) solutions SAP Sales Cloud and SAP Service Cloud together. In the past, these solutions were combined and available as a single solution called SAP Cloud for Customer (C4C) and in even earlier times SAP Customer OnDemand (COD). These older names and abbreviations are mentioned here because you can still find them in some places when setting up connections or executing transactions.
You can find additional information about the solution in the SAP Help Portal.
User Interface
SAP Sales Cloud and SAP Service Cloud provide a web-based, responsive user interface that can be operated by a browser or via an app. The functionality of the system is spread across different areas called work centers and work center views that can be reached via a navigation bar on the left-hand side of the screen. The following screenshot shows the General Settings view within the Administrator work center.
The screenshot shows the navigation bar with the following two work centers expanded and highlighted, which are important for administrator users:
- Business Configuration (highlight A): Allows basic setup of the system, such as scoping (enabling) new features or fine-tuning settings of these features within the Implementation Projects view.
- Administrator (highlight B): Contains several views with further settings for administrators to configure the system to meet the business needs. The most important view for integration setup of this course is the General Settings view.
The General Settings view that is currently active in the screenshot provides links to the most relevant settings. The highlighted area (C) contains entries for integration settings where Communication Systems and Communication Arrangements are the most important ones for this course. We cover these in more details later.
The navigation bar contains different work centers per user, depending on their access rights. There is also an alternative displaying mode where all accessible work center views are displayed as a flat list without the work center hierarchy level.
Important Work Centers for This Course
Some more relevant work centers and views for this course are as follows:
- Administration → ID Mapping for Integration: View or manually maintain ID mappings (external IDs).
- Customers → Accounts: Access to account master data.
- Products → Products / Product Administration: Access to product (material) master data*.
- Sales → Opportunities / Sales Quote / Sales Orders: Access to sales related transactional data, such as opportunities, quotes, and orders.
- Tickets: Access to service-related transactional data, such as tickets.
Note
* While the Products view allows read-only access to product data, the Product Administration view allows local changes. However, in integration scenarios where products are replicated from other systems, local changes should be omitted, because they get overwritten during the next update or can lead to inconsistent states, so that updates cannot be applied anymore.These work centers will be visited during the integration configuration or data replication. You can use this list as an overview and for reference purposes.