The New SAP Sales Cloud and Service Cloud Version 2

Understand SAP Sales and Service Cloud v2 on the SAP YouTube page or on their website

The New SAP Sales Cloud and Service Cloud Version 2: The why, what and how


In the ever-evolving world of customer relationship management (CRM), SAP has recently released a ground-breaking new version of its CRM solution. SAP Sales Cloud and Service Cloud Version 2, also known as SAP Sales Cloud v2 and SAP Service Cloud v2, represent a significant leap forward in functionality, user experience, and overall customer satisfaction.

In this article, we will explore what the new version entails, its intended benefits, how it differs from the older version, and what existing customers using the older version should consider.

SAP Sales and Service Cloud v2

What is SAP Sales Cloud and Service Cloud Version 2?

SAP Sales Cloud and Service Cloud Version 2 are the next-generation CRM solutions offered by SAP. These solutions have been completely reimagined and rebuilt from the ground up, incorporating the latest technologies and industry best practices. With a focus on enhancing customer engagement, improving sales effectiveness, and streamlining service operations, SAP Sales Cloud v2 and SAP Service Cloud v2 offer a comprehensive suite of tools and features to empower businesses in delivering exceptional customer experiences.

One of the most significant changes in this new version is the shift to a microservices architecture and a cloud-native stack.

The Power of Microservices and Cloud-Native Architecture:

The new SAP Sales Cloud v2 and SAP Service Cloud v2 are entirely architected using microservices and run on a cloud-native stack. This modern architecture offers several key advantages:

Hosted on Hyperscalers:

The new version offers flexible options for high-performance hosting environments. It allows for continuous delivery of features and innovations with zero downtime. This means businesses can always stay up-to-date with the latest advancements without disrupting their operations.

Microservices API First:

The new architecture offers state-of-the-art composability of apps and flows, enabling customer engagement everywhere. This means businesses can easily integrate the solution with other systems and create seamless workflows that enhance customer experience with low-code/no-code tooling (SAP BUILD) that is part of the product.


SAP Build Apps: Appgyver

Advanced Business Capabilities:

The new version drives resolution and effectiveness by optimising the user experience, embedding intelligence, and supporting cross-industry and end-to-end processes. This means businesses can leverage advanced capabilities to solve complex problems and improve their operations.

Improved Cloud Qualities:

The new version ensures security, scalability, reliability, and performance at every step. This means businesses can trust the solution to handle their data securely, scale as they grow, always remain reliable, and deliver high performance.

Simplified Extensibility & Improved Usability:

The new version enables innovative user experiences and adaptability to boost productivity and engagement. This means businesses can easily extend the solution to meet their unique needs and ensure it is easy to use for their users. This is made possible by low-code/no-code extension tools that makes extensibility significantly faster and easier for businesses.

Additional benefits

Advanced Analytics and Insights:

The new version incorporates powerful analytics capabilities, providing real-time insights into customer behaviour, sales performance, and service metrics. These actionable insights enable businesses to make data-driven decisions, identify trends, and proactively address customer needs.

Intelligent Automation:

SAP Sales Cloud v2 and SAP Service Cloud v2 leverage intelligent automation technologies, such as artificial intelligence (AI) and machine learning (ML), to automate repetitive tasks, streamline workflows, and enable sales and service teams to focus on high-value activities. This automation leads to increased productivity and improved customer satisfaction.

SAP Sales and Service Cloud v2 Features

Differences from the Older Version:

SAP Sales Cloud v2 and SAP Service Cloud v2 bring several notable improvements and differentiating features compared to the older version. Some key differences include:


One of the most significant improvements is the increased performance. The new version offers faster screen loading, dynamic responsive layout, and requires fewer clicks, enhancing the user experience.


SAP Sales and Service Cloud v2 Pipeline Manager


While the functionality of v2 will match and exceed that of v1(SAP plans H1 2024 for feature parity), there will be some differences. For instance, ticket management in v1 is replaced by case management in v2, offering better usability.

Version 2 also introduces new solutions like Agent Desktop, Dynamic Guided Selling, Intelligent Pipeline Management, and Visit Planning. These solutions, which can be added to v1 as an add-on, will be delivered as a standard solution for v2.


SAP Sales and Service Cloud v2 Guided Selling and Scoring 

Architecture and Scalability:

The new version is built on a modern architecture that offers improved scalability and performance. It can seamlessly handle large volumes of data and accommodate the evolving needs of growing businesses.

v2 images

SAP Sales and Service Cloud v2 Accounts Dashboard

Integration Capabilities:

SAP Sales Cloud v2 and SAP Service Cloud v2 provide enhanced integration capabilities, allowing seamless connectivity with other SAP solutions, third-party applications, and external systems. This enables businesses to create a unified ecosystem and leverage data from multiple sources for a holistic view of their customers.


SAP Sales and Service Cloud v2 Digital Selling Dashboard

Industry-Specific Functionality:

The new version offers industry-specific functionality and best practices, catering to the unique requirements of various sectors. This ensures that businesses can tailor their CRM processes to align with their specific industry needs and regulations.

SAP Sales and Service Cloud v2 Benefits

Considerations for Existing and new Customers:

For existing customers, there is no immediate need to migrate to v2 as there is no announced end of lifetime or maintenance period for v1. The first moment to consider migration will be during H1 2024, when SAP is expected to have a migration path in place.

For new customers, the decision to implement v1 or v2 will depend on the scope and timeline of their project. If the project has a limited scope and the go-live date is towards the end of 2023 or beginning of 2024, it's possible to start using v2. However, if the project has an extensive scope, it would be advisable to wait until H1 2024 when the functionality of v2 is expected to match that of v1.

For existing customers using the earlier of SAP Sales Cloud and Service Cloud (or SAP Cloud for Customer or SAP C4C), transitioning to the new version requires careful consideration and evaluation. Here are some factors to keep in mind:

Migration Planning:

Organisations should develop a comprehensive migration plan in collaboration with SAP or their implementation partner. This plan should include data migration, system configuration, user training, and change management strategies to ensure a smooth transition. SAP Plans to release migration tools to aid migration activities

Customisations and Integrations:

Existing customisations and integrations may need to be re-evaluated and updated to align with the new version. It is essential to assess the impact of these changes and plan accordingly to minimise disruptions.

Training and Adoption:

As the new version introduces a redesigned user interface and enhanced functionality, providing adequate training and support to users is crucial. Organisations should invest in training programs to familiarise users with the new features and ensure a successful adoption.

SAP Sales and Service Cloud v2 Key Considerations


SAP Sales Cloud and Service Cloud Version 2 represent a significant advancement in CRM technology, offering businesses a comprehensive suite of tools to drive customer engagement, sales effectiveness, and service excellence. With enhanced user experience, advanced analytics, and intelligent automation, the new version empowers organisations to deliver exceptional customer experiences. Existing customers should carefully plan their migration, consider customisations and integrations, and prioritise user training to maximise the benefits of the new version. Embracing SAP Sales Cloud v2 and SAP Service Cloud v2 opens up a world of possibilities for businesses to thrive in the ever-evolving landscape of customer relationship management.

Here at Prezien, we stand ready to guide you into the dynamic world of SAP Sales Cloud and Service Cloud Version 2. As a specialist SAP CX partner, we offer unparalleled expertise in navigating this revolutionary era. Embrace the future of CRM with confidence by scheduling a free consultation today.

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