SAP Sales/Service Cloud (Aka Cloud For Customer) Release Briefing - Platform and Integration

SAP Sales/Service Cloud (aka Cloud for Customer)
Release Briefing - Platform and Integration

Version 2008 (August 2020)
Emmanuel Desert, SAP Cloud for Customer Solution Management
July 23, 2020
PUBLIC
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© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 2

2008 Release Briefing Sessions for SAP
Cloud for Customer
Ø Platform and Integration

• Sales Cloud
• Service Cloud
Release Information
Enhanced and Updated on a Quarterly Schedule
SAP Cloud for Customer Innovation Cycle
February May August November
Line of Business Solution
Industry Cloud Solution
User Experience
Packaged Integration
Key User Enhancements

SAP Cloud for Customer in the Sales & Service Clouds
August 2020 (2008) Release - Planned Timeline
23 July 2020– August 2020 Release Preview Conversation with Customers and Partners ~4 weeks to upgrade
31 July 2020 – Planned Solution Release to Market
1+2 August 2020 – Planned Upgrade of Test Tenants ~2 weeks to upgrade
13 August 2020 – Planned August 2020 Release Overview (Content update only)
15+16 August 2020 – Planned Upgrade of Production Tenants Upgrade Day 0
Release Milestones Release Webinar/Update

New Release Information - 2008 Release Notes & Help Content
Note: The Pre and Post Release webinars offered for each release are designed to give you
consolidated overviews on the key features for a release. These documents are not the sole source of
truth about the release. Instead, the on-line help and What’s New information is intended for that
purpose. The on-line help documentation becomes available to customers on the RTC or Release to
Customer date of each release.
August 2020
As of 31st July 2020 – you can expect to find the official 2008 documentation here:
https://help.sap.com/viewer/product/SAP_CLOUD_FOR_CUSTOMER/CLOUD/en-US?task=whats_new_task
This link will always take you to the most recent “Released To Customer” version
**Release Briefing content may not be complete and is subject to change**
General Announcements
End of support for IE browser with 2011 release production upgrade
IE Brower will not be supported as of 2011 release production upgrade.
Reasons for announcing end of support of IE browser are following:
• IE has several performance issue especially when it comes to rendering UI based on highly complex UI metadata.
• IE shows stability and performance issue as they are not supporting all latest web standards.
• MS had reduced investment for IE and restricted the investment to maintenance.
• Since IE has several challenges, from 1905 release, C4C UI framework has taken the approach of not releasing
all new UI features for IE browsers.
MS Edge based chromium is supported since 2005 release.
Supported browsers: https://help.sap.com/viewer/5d3ae4aa1f174b2cb6ec625c93ef8884/2002/en-

US/6fe2e50973704e24bc08d02cc12f519a.html?q=browser#loiod2e697ceb20b463589cca925a7993773

End of support for IE browser with 2011 release production upgrade
With 2008 upgrade, popup message will be shown to all users during login process who are using IE
browser. Message communicates timelines for end of support for IE browser along with link for
recommended browser.
User can opt for not to see popup message again by clicking on check box for “Don’t show this
message again”

SAP Sales and Service Cloud –
Platform and Integration
What‘s new in 2008?
Platform and Integration Topic Overview
§ User Experience – Fiori Client – § Pre-packaged Integration

§ Business Partner (Account/Contact) § Groupware Integration
§ Mobile & Offline § O-Data Framework (coming soon)
§ Analytics
§ Key User Tools/Extensibility
§ Workflows
§ Cloud Application Studio & Offline SDK
§ Identity and Access Management
NEW!

What’s New in Fiori UI
What’s new in 2008 for Sales Cloud Native App
Key Innovations Additional Enhancements

§ New tiles for Home Page § Unified login page
– Kanban view
§ Company Settings update
– Quick links
– Counters
– Video
– Message
§ Safira – New Theme (Beta)

Fiori UI: New tiles for Home Page – Kanban Board for ”My Ticket”
Key Capabilities
Ø Kanban board as pattern

Ø Kanban board pattern will be
provided as pattern for
configuration in upcoming
releases.
Ø To see all tickets, user needs to
go to Ticket Data set
Ø Not available in
Tablet/Smartphone
Business Benefits
Ø Increased efficiency through

direct query access from the
home page to predefined filters

Fiori UI: New tiles for Home Page – My Tickets
Expand/Collapsed Option
Trigger Navigation to Dataset
Trigger Navigation to Dataset

with Filter as ‘Customer
Action’
Trigger Navigation to Ticket

Object Detail
Collapsed mode

Fiori UI: New tiles for Home Page – Quick Links
Key Capabilities
Ø Quick Link Tile with options to

launch quick create from home
page.
Ø Quick link will be provided as
pattern for configuration in
upcoming releases.
Ø Customers will be able to
configure different types of links
like Reports, Filters, Dashboards,
KPI & External links in one tile
once the configuration option is
provided in upcoming releases.
Business Benefits
Ø Increased efficiency through direct
access from the home page to object
creation and other application areas

Fiori UI: New tiles for Home Page – Quick Links
Quick Link tile will support two sizes

Fiori UI: New tiles for Home Page – My Team Tickets
Key Capabilities
Ø My Team Tickets gives an insight

into My Team’s active tickets
Ø Total number of ticket for each
team member along with break up
based on priority
Business Benefits
Ø Increased efficiency through direct
query access from the home page to
predefined filters

Fiori UI: New tiles for Home Page – My Team Tickets
Click will trigger navigation to ticket data set with

query as “Team Queue”
Click will trigger navigation to ticket data set with

query as “Team Queue” to show tickets only for
‘Mobility Ipad’

Fiori UI: New tiles for Home Page – Video Tile
Key Capabilities
Ø Customers can use video tile

pattern to configure video links for
there end users.
Ø Video are not stored as part of
SAP Sales & Service cloud
Ø Video link will always be launched
in a separate window
Ø Play icons indicates it’s a video
tile
Ø Time frame can be set for a video
tile. Once the time period is over,
the tile will no longer be available
Title can be Long text can Time frame for video to users.
configured as be configured tile availability can be
part of as part of configured as part of Business Benefits
configuration configuration configuration
Ø Quick reference on the home
page, for example for key
messages to users

Fiori UI: New tiles for Home Page – Message Tile
Key Capabilities
Ø Customers can use message tile

pattern to publish messages to
business users
Ø Option to configure Short text,
Long text and background color
Business Benefits
Ø Direct messaging to users on the
home page

BE
TA
Fiori UI: Safira – New Theme (Beta)
Key Capabilities
Ø Different color patterns

Ø Modern look and feel
Ø Higher ergonomics and
visualization
Ø Improved efficiency through click
reduction
Set up Details
Ø Available as BETA Release only
Ø Customers can request access via Support
Incident

BE
TA

BE
TA

Unified login
Currently, based on SAP standard theme, we show different login screen for SAP Belize Deep, SAP
Belize & SAP Fiori 3 Theme. With 2008 upgrade release, we will only have one variation of login
screen.

Company Setting Update
§ Company setting for editing Datasets and Inline editing will not be made default till further notice.
§ New smartphone layout is enabled by default. Company setting Enable New UI for Smartphone Extended
App is retired. New company setting ‘Disable New UI for Smartphone Extended App’ is introduced to help
customers for change management. New company setting to disable new smartphone layout will be retired
with 2108 release
§ Company setting Show Header Details on the Top is retired with 2008 release. Header Details on top will
be default behavior. New company setting Disable Header Information from Top is introduced. New
company setting to disable header information from top will be retired with 2102 release.
§ Company setting Show the Actions Menu on the Top Right is retired with 2008 release. Action menu will
be on top by default. New company setting Disable the Actions Menu from Top is introduced. This new
company setting to disable action menu from top will be retired with 2102 release.

What’s New for Business Partner
What’s new in 2008 for Business Partner

§ Competitor Data-source § Code list restrictions for
Contact/Partner/Competitor object
§ Account ES add Email parameter
§ Feed Notifications for address line 1, 2, 4
§ Click-To-Call phone number fields and 5 changes
§ Type-Ahead Address Search and Validation § Plant information in Account Data-source
(BETA)
§ LinkedIn Sales Navigator API update

Business Partner: Competitor Data-source is now available
Key Capabilities
Ø Competitor Data-source is now
available
Ø Data-source “COMPETITOR” is now available.
Ø This can be used for any analytics reporting
needs.
Business Benefits
Ø Use of Competitor data-source for Analytics
Customer Influence: https://influence.sap.com/sap/ino/#/idea/140345

Business Partner: Email address search parameter added to Enterprise Search
Key Capabilities
Email address added to search parameter
list for Enterprise Search
Ø Email address can be searched on via Enterprise
search
Business Benefits
Ø Provides ability to search Business Partners by
Email addresses.
Email address search

parameter added to
Enterprise Search for
Account

Business Partner: Clickable Phone number Key Capabilities
Clickable Phone fields
Ø Phone fields that support “Click-to-Call” have
been provided as replacement for phone fields
which did not support this capability due to
technical limitations.
Business Benefits
Ø Consistent user experience with phone fields
and one-click calling for all phone fields
Duplicate phone fields Set up Details

have been provided.
These fields have been Ø These duplicate phone fields have been
enabled to support “Click- delivered as personalization hidden and
to-Call” functionality administrators can enable these as per their
business needs
Customer Influence: https://influence.sap.com/sap/ino/#/idea/236593 – 16 votes

BE
Business Partner: Type-ahead Address Search and Validation using SAP DQM service TA
(BETA)
Key Capabilities
Type-ahead Address Search and
Validation using SAP DQM
Ø Type-ahead Address Search and Validation
capability using SAP DQM service is available on
Individual Customer when adding/maintaining
As the user types an address a Addresses
list of validated matching
addresses are proposed Business Benefits
Ø Significantly improves Address input and
maintenance. Number of clicks needed is
reduced from 5+ click to one-click.
New Address Search field

added for Individual Set up Details
Customer object
Ø Available as BETA Release only
Ø Customers can request access via Support
Incident
Address fields are
automatically filled based
on the item selected in the
type-ahead drop down. Separate SAP DQM license is required to do
BETA testing
Business Partner: Code List Restriction updates for Contact/Partner/Competitor
Key Capabilities
Codelist values can now be
restricted based on Person or Code list restriction updates for
Organization for the Contact/Partner/Competitor object
Contact/Partner/Competitor Ø Code list for the Contact/Partner/Competitor
object object can now be updated to have a different set
of values as relevant for each of these objects
Business Benefits
Ø One code list can be maintained for Contact /
Partner / Competitor but a subset of this list can
be now restricted to Person vs Organization

LinkedIn Sales Navigator – API update Key Capabilities
LinkedIn Sales Navigator API Update
Ø LinkedIn has updated their API (Display Services
version from 2.0 to 2.1. Their 2.0 version will be
deprecated soon). Thus changes have been
made to the LinkedIn Sales Navigator integration.
Ø No changes are needed by SAP customers,
except the Login button would show up when
accessing LinkedIn Sales Navigator (for the first
time).
Business Benefits
Ø Updated as per LinkedIn request to provide
OAuth-2 based authentication (Release Notes
from LinkedIn)
Set up Details
Login button for LinkedIn
Sales Navigator Ø Sign-in may be required for users
Changes are Pending final approval from

LinkedIn before Release
Business Partner: Additional enhancement/round off’s
Additional Enhancements
§ Feed Notifications for Address changes
§ Plant information in Account Data-source has been updated
§ Incoterms “DPU – Delivered at Place Unloaded” is now available
§ Contact OData service updated with IsContactPersonFor sub-entity
§ Postal Code length check for Taiwan

What’s New for Mobile & Offline
What’s new in SAP Extended App
What’s new in 2008 for SAP Extended App
Key Innovations
§ Multiple attachment upload

Extended App: Multiple attachment upload Key Capabilities
You can now take multiple pictures at one
time and upload them to the app on
iOS/Android/Windows devices.
You can also select multiple pictures from

the device’s file gallery and upload them
in one shot.
Business Benefits
Ø Improved usability for mobile users
Use the camera to take

multiple pictures at one
time Set up Details
Ø Available by default
Ø Maximum of five attachments upload at one
time
Ø Online mode only

What’s new for Sales Cloud Native App
What’s new in 2008 for Sales Cloud Native App

§ Calendar – Activity creation § General roundoffs
§ Field flexibility administration

Sales Cloud: Calendar – Activity creation Key Capabilities
You can now create activities directly
from the calendar.
Press and hold

on a timeslot or
tap on “+” button
to create
Business Benefits
Ø Quickly create activities for an account on the
fly

Sales Cloud: Field flexibility administration Key Capabilities
You can now enable/disable standard
delivered fields in the Sales Cloud app.
Ø Set key standard fields as mandatory
Business Benefits
Ø Display and prioritize the right set of fields for
your business processes
Set up Details
Ø Enable, disable or set fields as mandatory under

Administrator > General Settings > Phone
Settings for SAP Sales Cloud

Sales Cloud: General roundoffs
You can now edit phone call details on the app.
You can now maintain Sales Organization, Sales Territory, and Sales Unit fields for your
leads/opportunities. (Android only)
You can now provision the Sales Cloud app (Android version) through your MDM/MAM provider.

What’s New for Analytics
What’s new in 2008 for Analytics

§ Personalized Dashboards Filters § Report Tiles on Home Page
§ Send Email
§ Advance Search Enhancements

Analytics: Personalized Dashboards Filters Key Capabilities
Ø Personalized Dashboard Filters
Ø Users can apply multiple filters to dashboards
and save them as selections
Ø Choosing the selection from list applies the
saved filters
Ø Dashboard opens with default selection filters
applied
Multiple Filters can
be applied and saved
Business Benefits
Ø Flexibility to save multiple selections
Ø Apply multiple filters on same dashboard for
better analysis
Ø Avoids redundant effort of re-creating new
selections once the users want to view the
dashboard
Set up Details
Ø Analysis > Dashboard
Ø Apply Filters > Save
Ø Choose from available Selections
https://influence.sap.com/sap/ino/#/idea/226160
Analytics: Report Tiles on Home Page Key Capabilities
Home Page Tile Ø Charts on home page tiles appear as

they are in Report view
Ø Chart types are retained as they are in report
view and not transformed into tables
Report View
Business Benefits
Ø User can add report tiles on homepage which
provide same view as report
Ø Key information can be made visible on home
page avoiding user to navigate to the report for
short viewing
Set up Details
Ø Save a chart type in report.
Ø Home > Edit > Adapt > Add existing card >
Reports Tab > search report > Make it Available
and Visible > Save > Publish
Customer Influence: https://influence.sap.com/sap/ino/ - /idea/xxxxxx

Analytics: Send Email Key Capabilities
Unique email is
automatically added Ø Enhancements in Send Email feature
Ø Email Syntax check
Ø Manual email entry enabled
Value Help shows all
Ø Unique entry/email is automatically selected
matching entries in a list.
Ø User without an email is not selected.
All matching Email already added are
entries are Ø Pre-selected emails are shown on top in value
shown pre selected on help
displayed in a top of the list
list
Business Benefits
Ø Improved user experience and time saving for
sharing reports via email
Set up Details
Ø Analysis > Reports > Run any report > More
Invalid Email Actions > Send via Email
message is displayed
Customer Influence: https://influence.sap.com/sap/ino/ - /idea/xxxxxx

Analytics: Advance Search Enhancements
In Advanced Search section of Business Analytics OWL, Search Fields Created By and Changed
By are enhanced to filter results based on Employee IDs of selected person.

What’s New for Key User Tools
What’s new in 2008 for Key User Tools

§ Sequence change in Page Layouts § Customize Queries in browse and collect UIs
§ Configure Default View for List
§ Support of ‘New Quick View’ (QT) screens in
§ PSM OData Configuration Transport custom objects from Custom Object Builder (
COB )
§ Language Adaptation Optional Dependency
§ Analytical contents related to Embedded

reports

Sequence Change in Page layouts Key Capabilities
Ø Sequence change / Drag-Drop change was
allowed only in master layout. We now support
this functionality in page layout as well.
Ø We support sequence change for Tabs, List
Columns, Fields etc. in page layouts.
Business Benefits
Ø Key users can now maintain different

sequence/order of Tabs, List Columns, Fields
etc., for users based on business roles via page
layout.
Set up Details
Ø Select page layout via ‘Layouts’ tab during

adaptation and perform the required sequence
change.
Once sequence change is performed in a particular page layout, kindly end the
adaptation changes before changing the sequence in other page layouts
In case of conflicts between multiple roles assigned to a user, we will fall back to
© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC
master layout. 56
Configure Default View for List Key Capabilities
Ø Key users can now maintain a default view/
Active Visualization for a given list.
Ø Default view can be maintained for all users via
master layout change or to particular business
role users via corresponding page layout change.
Change the ‘Default View’
Business Benefits
Ø Provides the user the flexibility to maintain

default view for a set of users (based on
business roles using page layouts) or all
business users (Master layout). Ex: Default to
‘Map view’ in Account list for ‘Sales Rep’
business role users
Set up Details
Ø Navigate to ‘Pane Variant’ area and select the

default view from the drop down
In case of conflicts between multiple roles assigned to a user, we will fall

back to master layout.

PSM OData Configuration Transport Key Capabilities
Ø Key users are able to configure oData services
for PSM fields from 2005 release.
Ø We now support transport of these PSM OData
configurations via Transport Management.
Ø ‘Adaptation Changes’ provider will now propose
these ‘PSM OData Configuration’ as optional
dependencies.
Business Benefits
Ø Ability to transfer PSM OData configurations

from test to production system.
Set up Details
Ø Customer need to click on “Add Optional

Dependencies”.
Ø PSM OData config (if any) are listed as optional
dependencies.

Key User Tools: Additional enhancement/round off’s
• We now support Custom Queries and ‘Organize Queries’ in browse and collect UI.

Key User Tools: Additional enhancement/round off’s
• We now support ‘New Quick view’ (QT) screens for custom objects created via Custom Object
Builder ( COB ). Existing custom objects needs to be reactivated/republished to enable QT.
• ‘Adaptation Changes’ provider will now propose related ‘Language Adaptation’ projects as
optional dependencies.
• Analytical contents related to Embedded reports are now part of adaptation changes for that
particular UI/Screen.

What’s New for Workflows
What’s new in 2008 for Workflow
§ Veto check for field deletion
§ Application exit to determine Sender Email Address
§ Workflow correction – Redesigning e-mail storage format from plain text to attachment

Workflow: Veto check for field deletion
Key Capabilities
You cannot delete an extension field created using SAP Cloud Applications Studio if it is used in a workflow.
Business Benefits
Prevents workflow from becoming inconsistent if a field is deleted
Set up Details
Available by default

Workflow: Application exit to determine Sender Email Address
Key Capabilities
A new Application exit called
DetermineEMailSenderAddress has been added
to the http://sap.com/xi/AP/Workflow/Global
namespace in the SAP Cloud Application Studio
where users can write a custom logic to determine
Workflow Object the name and email-address of the sender.
Business Add-in to determine

Business Object Selection
Sender Email Address
Business Benefits
This can, for example, be used in Ticket based e-

mail workflow scenarios where the sender e-mail
and name could be determined based on the
organizational responsibilities for ticket processing.
Enable option in Workflow Rules Action
Set up Details
Available by default
Workflow: Redesign e-mail storage format from plain text to attachment
#1# Placeholder for TicketID Key Capabilities
Ø Email formats sent via workflow is shown
properly during Interactions
Ø Support for rich text content
Ø Email stored as a specific attachment type
‘Email Content’
Ø Formatting by HTML tags using cascading
style sheets, Images, line breaks etc. is
preserved
#1# Placeholder in subject line

CSS
Formats
Access via ActivitiesàEmail
Image Embedded

What’s New for SAP Cloud Application
Studio
What’s new in 2008 for SAP Cloud Application Studio

§ QT Offline Usage § Open/Display .ref artifacts in production
§ Partial Deployment– Target side systems.
Performance Optimizations

Custom ‘New Quick View(QT)’ is now enabled for Offline usage
Key Capabilities
Ø In 2005, we have enabled ‘New Quick View’ (
QT ) for custom Business Object.
Ø ‘New Quick View’ (QT) created for offline enabled
custom business object are now enabled for
offline usage in SAP cloud application studio.
Business Benefits
Ø Partner created custom ‘New Quick View’ are

now available in offline mode. This will help
partners to port their custom business object
screens for offline usage.
Set up Details
Kindly make sure that the custom business
object is enabled for offline usage before
creating/reactivating QT Ø Create New Quick View (QTs) for offline
enabled custom BO ( Using ‘Generate Screen’
option or As a single screen via Add New
Item/Create Screens window )
Ø Existing QTs are offline enabled by reactivating
the UI components.

Partial Deployment– Target side Performance Optimizations
Key Capabilities
Extension fields activation optimization
Ø We have optimized the target side partial
deployment process.
Partial Deployment + No change in Partial Deployment + Extension field

extension fields changes
120 120 Business Benefits
100 100
16 15
Ø Reduction in time taken for solution deployment
80 80
30 15 14 Ø This will reduce the business downtime required
40
60 11 60 for solution deployment.
14
40 40
54 53
20 47 50
20
0
Deployment Without Delta (Mins) Deployment With Delta (Mins)
0 Set up Details
Deployment Without Delta (Mins) Deployment With Delta (Mins)
Upload Activate BC Deployment
Upload Activate BC Deployment
Ø No action is required from partners.
Time taken for deployment varies based on the complexity/changes

performed in the solution. These performance improvements might not
apply for all target side partial deployments.
Partial Deployment– Target side Performance Optimizations
Key Capabilities
BC View ECO Optimization
Ø We have optimized the target side partial
deployment process.
Case 1: When 1 BC view was added Case 2: When no BC view was added
350
300 Business Benefits
300
250 Ø Reduction of time to deploy SDK solutions in
250
target.
200 200
Ø This will lead to less business downtime during
SDK deployment.
150 311 150
277
100 100
50 50 Set up Details
0 21 0 3
Ø No action is required from partners.
Before optimization After optimization Before Optimization After optimization
Time taken for deployment varies based on the complexity/changes

performed in the solution. These performance improvements might not
apply for all target side partial deployments.
SAP Cloud Application Studio: Additional enhancement/round off’s
§ Partners can now view/open .ref artifacts in production systems.

What’s new in Identity and Access Management
What’s new in 2008 for Identity and Access Management
§ Home view supported in ‘Login as Another
User’

TopicArea: Home view supported in Impersonation Key Capabilities
Ø Login as Another User
Logged in as Ø Impersonation of Home view is also supported
Test user now
Ø For testing purposes, test users can impersonate
other business users
Ø The test user has the same page layouts, data
access, or query results as the business user
Logged in as
Business user Business Benefits
Ø Avoids the need for screen sharing or password
sharing
Ø Test users see the same Home view as
business users
Home view is same
Set up Details
Ø Administrator > General Settings > Login as
Another User

What’s New for Integration
What’s new in Prepackaged Integration
What’s new in 2008 for Prepackaged Integration

§ SAP ECC Integration: § Bring Address UUID mapping to the UI
– Editable BOM Subitems § Display sequence of messages in message

monitoring view
– Add batches and serial IDs to stock
replication § Filter of long texts with text history
§ SAP Marketing Cloud § S/4 Cloud Integration: Use new price
– B2B Lead Creation from Landing Pages condition record replication service
– EoP notification in the business partner

based integration

Prepackaged Integration: Editable BOM Subitems in SAP ECC Integration
Key Capabilities
Ø The feature allows you to change price
conditions for sub-items that are
Prices can be changed on determined in an external application
sub item level in BOMs Ø Changes are replicated to ECC
and will be replicated to
ECC/S4HANA
Business Benefits
Ø Creation and Updates of Quotes and Sales
Orders within one UI.
Ø Increase efficiency of Sales Employees by
single point of access.
Set up Details
Ø Business Configuration needs to be enabled for

sub item changes.
Ø Latest CPI content is required
Ø S4 CORE 104 required (install note 2926177)
Prepackaged Integration: Add batches and serial IDs to stock replication
in SAP ECC Integration
Key Capabilities
Ø Extend Van Stock replication ECC to
C4C
Ø batch and parts consumption with serial numbers
in service tickets
Ø Easy parts consumption by e.g providing lists of
serial numbers resp. batches
Ø Include batch IDs and serial numbers, add batch
IDs and serial numbers to goods movements
Business Benefits
Ø Process integration of spare parts serial ids and
batches in van stock material management
Ø Ease of spare part handling for service agents
Batches and Serial

Numbers are now Set up Details
replicated from
ECC/S4HANA to C4C
Ø Latest CPI content is required

Prepackaged Integration: B2B Lead Creation from Landing Pages in SAP
Marketing Cloud
Key Capabilities
Ø Create B2B Leads from Landing Pages
Ø Gather new contacts and company from Landing
Pages
Ø Create B2B Leads in C4C for these new contacts
Create B2B Leads for new Ø Qualify contacts, company and interest (Leads)
companies acquired by in Sales
Landing pages or Trade
Screen Shot Area – Fair Shows
Business Benefits
Ø Increase Marketing generated demand
Ø Extend number of prospect and lead generation
Ø Increase revenue by higher lead conversion
Set up Details
Ø Scenario requires the Business Partner

Customer Influence: https://influence.sap.com/sap/ino/#/idea/231157 integration between Cloud for Sales and SAP
Marketing Cloud
Prepackaged Integration: EOP notification in the business partner based
integration with SAP Marketing Cloud
Key Capabilities
Ø Populate End of Purpose information
for a Business Partner to the
Interaction Contact in SAP Marketing
Contact of Organization Cloud
will be put End of Purpose Ø Information can be used to delete Contacts in
Marketing
Business Benefits
Ø Ensure that no Marketing Activities are driven for
contacts, which are “End of Purpose”
Ø Reflects legal requirements regarding data
protection in an automated way.
Set up Details
Contact will not be visible
and can be used in C4C Ø Scenario requires the Business Partner
and SAP Marketing Cloud integration between Cloud for Sales and SAP
any longer. Marketing Cloud
Ø Update CPI content of the latest release
Prepackaged Integration: Bring Address UUID mapping to the UI
Key Capabilities
Ø Show the mapping of the Address ID of
the C4C System and the external
New view to display UUID Address ID in one screen
mapping between C4C
and S/4HANA
Business Benefits
Ø Helps IT employees to identify and resolve
mapping issues
Set up Details
Ø Prerequisite: Business Partner integration with

S/4HANA

Prepackaged Integration: Display sequence of messages in message
monitoring view
Key Capabilities
Ø In the WebService Monitor
Administrators are now able to see the
message sequence
Ø Identify status of messages
Business Benefits
Ø Delay of messages can be identified
New option to display the Ø Identify root cause of integration issues

sequence of messages

Prepackaged Integration: Filter of long texts with text history
Key Capabilities
Ø Provide a filter in communication

arrangement where customer can filter
out texts with active text history.
Ø Provide this option for all relevant interfaces:
Quote, contract, opportunity and Business
Partner
Ø Inbound: Avoid that texts are deleted
Ø Outbound: Filter out those texts, which are not
relevant in ECC or S/4HANA.
Business Benefits
Define filters in Admin
Work center for dedicated Ø Ease of integration.
Communication Ø Optimize performance
Arrangements Ø No overwriting or deletion of texts by accident
Set up Details
Ø Filter need to be defined for Communication

Arrangement accordingly in Admin Workcenter
Prepackaged Integration: Additional enhancement/round-offs
§ S/4 HANA Cloud Integration: Use new Price Condition Record replication service
– Webservice based integration for standard condition types
§ Enable extensibility for partner functions in Business Partner replication
• Replicate interaction notes from service ticket to ERP
• Delete old WebService messages in monitor after six months
• Replicate billing status for sales orders with delivery related billing.

What’s New for Groupware Integration
What’s New in 2008 for Client-Side
Integration
What’s new in 2008 for Groupware Integration – Client Side
Key Innovations
§ Creating new tickets with email association

What’s New in 2008 for Server-Side
Integration
What’s new in 2008 for Groupware Integration – Server Side
§ Support new API for Office.Categories interface and
immediately add a category when saving an item
from Add-In
§ Sync should "Tracked successfully" category, when

email was saved through the add-in in read mode.
§ Availability of last used search filter
§ Deletion of Visits/Appointments in C4C
§ Support the default category for external OData

calls
§ Support several search terms at once
§ Add-in: Performance improvement

Creating new tickets with email association – Client Side
Key Capabilities
Ø User can associate a ticket directly
from an incoming Email
Ø User can create a ticket directly from the email
received. The email and ticket gets saved to
C4C and the association is also maintained.
Ø User can directly associate the email to the
existing tickets and save the same to C4C.
Business Benefits
Ø Quick creation of ticket and association of ticket
with email from the client side add-in
Set up Details

Support new API for Office.Categories interface - Server Side
Key Capabilities
Ø Category is assigned immediately to
the Emails and Calendar items upon
saving it from the server side Add-in.
Ø The user does not have to wait for
synchronization to complete for viewing the
category assigned.
Business Benefits
Ø Saves the waiting time for the user for
assignment of category
Set up Details

Availability of last used Search filter - Server Side
Key Capabilities
Screen Shot will be updated Ø Availability of the last used search filter
by default in the Add-in for an user.
Ø The search bar already is preselected with the
last used filter type.
Ø The filter icon has been moved inside the search
bar and the filter icon is highlighted when the
filter is applied.
Business Benefits
Ø Improves usability by defaulting the last used
search criteria.
Set up Details

Deletion of Visits/Appointments in C4C - Server Side
Key Capabilities
Ø Deletion of visits and appointments in

C4C can be restricted based on a
setting.
Ø The setting restrict the deletion of visits and
appointments in C4C, which are synchronized
from Outlook.
Ø The visit and appointments are cancelled in C4C
instead of getting deleted.
Ø The setting can be done per profile within an
organization
Business Benefits
Ø Avoids data loss/ deletion of records from C4C
Set up Details
Ø In the Groupware setting Goto Settings.
Ø In calendar configuration select “Cancel
Setting to restrict Appointment/Visits instead of deletion”
deletion in C4C
Ø In 2008 only available for selected customers
Support the default category for external OData calls - Server Side
Key Capabilities
Ø Restrict the assignment of random

categories for calendar events,
synchronized from Outlook to C4C
Ø The categories would be left as blank in Outlook
Ø The categories can then be filled in C4C by the
user.
Business Benefits
Ø Avoids creation of faulty data
Set up Details

Support several search terms at once – Server Side (Restricted Release)
Key Capabilities
Ø Add-in search capability would be

similar to C4C search
Ø Switch to C4C search, where the user can
search using multiple search terms. E.g account
can be searched using name and city.
Business Benefits
Ø Similar search experience in C4C and the

Server side Add-in
Set up Details
Ø In 2008 release this can be turned on only on

request.
Ø Interested customers need to create an incident
to request for the same.

“Sync status - Successful" assigned to email when saved through the add-in
in read mode Key Capabilities
Ø Category – Sync status successful

added to emails that are saved to C4C
.
Business Benefits
Ø Remove ambiguity and provides transparency

about successful saving of an email to C4C.
Set up Details

Add-in: Performance improvement
§ Overall performance improvement in the Add-in behavior

§ Extended loading times in some scenarios have been optimized

Resources
Resources, Contact, Training and Engagement
SAP Help Portal SAP Community Enable.cx / YouTube
SAP CX Wiki / sap.com/ServiceCloud /

SAP Support Portal sap.com/SalesCloud
SAP APP CENTER
Customer Influence Incident Management

SAP Training and Certification SAP Sales Cloud, SAP Service Cloud, SAP FSM (Embedded in Your Tenant)
Thank you.
Contact information:
Emmanuel Desert
SAP Sales Cloud Solution Management
Emmanuel.Desert@sap.com
Follow us
www.sap.com/contactsap
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Release Briefing - Platform and Integration

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 2

Ø Platform and Integration

February May August November

Line of Business Solution

Industry Cloud Solution

Key User Enhancements

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 5

31 July 2020 – Planned Solution Release to Market

1+2 August 2020 – Planned Upgrade of Test Tenants ~2 weeks to upgrade

15+16 August 2020 – Planned Upgrade of Production Tenants Upgrade Day 0

Release Milestones Release Webinar/Update

IE Brower will not be supported as of 2011 release production upgrade.

Reasons for announcing end of support of IE browser are following:

• MS had reduced investment for IE and restricted the investment to maintenance.

MS Edge based chromium is supported since 2005 release.

Supported browsers: https://help.sap.com/viewer/5d3ae4aa1f174b2cb6ec625c93ef8884/2002/en-

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 9

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 10

§ User Experience – Fiori Client – § Pre-packaged Integration

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 12

Key Innovations Additional Enhancements

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 14

Ø Kanban board as pattern

Ø Increased efficiency through

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 15

Trigger Navigation to Dataset

Trigger Navigation to Dataset

Trigger Navigation to Ticket

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 16

Ø Quick Link Tile with options to

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 17

Quick Link tile will support two sizes

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 18

Ø My Team Tickets gives an insight

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 19

Click will trigger navigation to ticket data set with

Click will trigger navigation to ticket data set with

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 20

Ø Customers can use video tile

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 21

Ø Customers can use message tile

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 22

Ø Different color patterns

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 23

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 24

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 25

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 26

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 27

Key Innovations Additional Enhancements

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 31

Customer Influence: https://influence.sap.com/sap/ino/#/idea/140345

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 32

Email address search

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 33

Duplicate phone fields Set up Details

Customer Influence: https://influence.sap.com/sap/ino/#/idea/236593 – 16 votes

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 34

New Address Search field

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 36

Changes are Pending final approval from

§ Feed Notifications for Address changes