SAP ConsultingLogistics
SAP Sales and Service Cloud - CRM
SAP Sales Cloud and SAP Service Cloud are cloud CRM products for the work a sales team does before the order and for customer requests after it. The current generation is Version 2; SAP CRM 7.0 is a separate Business Suite 7 product. Prices, availability and orders stay in S/4HANA.
Part of these processes
Process
From lead to service with SAP Sales Cloud
Selling and service run in Version 2, prices and orders in S/4HANA. The two systems meet mainly at the quote and the service order.
- 01LeadSales Cloud V2
Qualified, then converted
- 02OpportunityPipeline · forecast
Stages follow sales method
- 03Sales quoteExternal price · ATP
Price asked from S/4HANA
- 04Sales orderS/4HANA · VA01 · F1873
Status flows back to V2
- 05Service caseService Cloud V2
Service level clock runs
- 06Service orderS/4HANA Service
Created from agent desktop
Layers
Layers between V2 and S/4HANA
Sales and service screens run in the cloud, prices and orders in S/4HANA, with integration and master data flows in between.
- 01
Sales/Service Cloud V2
- Leads and opportunities
- Sales quotes
- Cases and service levels
- Agent desktop
- 02
Integration
- SAP CPI
- SAP Cloud Connector
- COD_ERP_INT 6.00 in ECC
- Document flow every 20 min
- 03
S/4HANA SD and Service
- Price simulation
- ATP check
- Sales order (F1873)
- Service order
- Delivery, billing status
- 04
Master data
- Business partner (two-way)
- Material → product
- Sales area
- Price configuration
- ECC equipment → product
Scope
What we build on the sales and service side
Accounts, contacts, sales areas
Where the business partner is created; replicating sales organization, distribution channel and division from S/4HANA.
Leads and opportunities
Qualifying leads into opportunities, stages by sales method, the pipeline manager and the forecast tracker.
S/4HANA pricing in quotes
Externally priced quotes: price simulation and ATP come from S/4HANA, and won quotes become sales orders.
Case design and service levels
Stages and steps in the case designer, routing rules, first response, completion and closing times.
Service orders from the desktop
Creating and viewing S/4HANA service orders from the agent desktop; ECC equipment arrives as registered products.
Campaigns and İYS records
Target groups and campaign lists synced with consent and opt-out status in İYS, so no message goes out without a basis.
Current state
SAP Sales Cloud V2: versions, support, integration
- The current generation is Version 2; Version 1 is known as SAP Cloud for Customer (C4C). SAP documents refer to both products together as Sales and Service Cloud Version 2.
- SAP CRM 7.0 is a Business Suite 7 core app: for its last three EHPs, mainstream maintenance ends in 2027, optional extended maintenance at the end of 2030. Target: S/4HANA Service or V2.
- Two-way business partner replication with ECC needs ECC 6.0 EhP8; on older releases customers and contacts only flow from ECC to V2. The COD_ERP_INT 6.00 component goes into the ERP.
- The SAP-managed integration for SAP S/4HANA Cloud Public Edition (new name: SAP Cloud ERP) does not replicate plants, stock views or pricing; S/4HANA opens no quotes from opportunities.
Localization
KVKK, İYS and the e-document boundary
İYS consent
Promotional messages need prior consent, and consent not recorded in İYS is void. Merchants need no consent, but their address goes into İYS and opt-outs are checked.
Customer data abroad
V2 is a cloud service. If customer and contact data is processed outside Türkiye, the transfer safeguards in KVKK Article 9 must be covered in the contract.
Quotes are not e-documents
V2 quotes and orders create no e-documents. e-Invoices and e-Archive invoices come from S/4HANA billing, e-Dispatch notes from the delivery; VAT should stay in S/4HANA.
From the field
What we see in SAP Sales Cloud projects
- Customers get created twice. When sales opens accounts in V2 and finance opens them in S/4HANA, duplicate business partners pile up. Decide the source system and the two-way replication rules before go-live.
- Prices are kept in two places. If local prices in V2 sit next to the S/4HANA condition technique, quotes and orders stop matching. With external pricing the price comes from the S/4HANA simulation and V2 uses it.
- S/4HANA rejects the sales order. Sales organization, distribution channel or division were set up differently on each side. Replicating the organizational structure from S/4HANA fixes the mismatch at its source.
- Sales reps cannot see the latest order status. According to the ERP integration guide, the external document flow in an open sales document refreshes every 20 minutes; the Refresh button updates it sooner. Say so up front in training.
FAQ
Questions about SAP Sales Cloud and Service Cloud
What is SAP Sales Cloud?
SAP Sales Cloud is a cloud CRM product for the work before an order: leads, opportunities, quotes, activities and sales forecasts. The current generation is Version 2; the previous one is known as SAP Cloud for Customer (C4C). Prices, availability and orders stay in S/4HANA.
What does SAP Service Cloud do?
It gathers customer requests from phone, email, chat and SMS in the agent desktop, with channels connected through a third-party provider. Each case moves through stages defined in the case designer, and standard SLAs are based on first response, completion and closure times. If field work is needed, a service order is created in S/4HANA.
What does SAP Emarsys do?
With SAP Emarsys (new name: SAP Engagement Cloud), marketing teams run consent-based, personalized campaigns across email, SMS, mobile apps, web and stores. It has native integrations with SAP S/4HANA and SAP CX applications and data connectors for SAP Commerce Cloud storefronts. Sales Cloud serves the sales team; SAP Emarsys (SAP Engagement Cloud) serves marketing.
How does SAP Sales Cloud integrate with S/4HANA?
Business partners, products and the sales organization come from S/4HANA, and business partners can also flow back from V2. Quotes ask S/4HANA for price simulation and ATP, and a won quote becomes a sales order in S/4HANA. Order, delivery and billing status can then be followed in V2.
What does SAP Customer Data Cloud provide, and how does it help with KVKK?
SAP Customer Data Cloud combines customer identity and access management (CIAM) with consent and preference management (ECPM): website and app registrations, logins, consents and preferences live here. It connects to SAP Commerce Cloud, and consents sync both ways with SAP Emarsys (SAP Engagement Cloud). It supports KVKK compliance, which stays the company's obligation.
We use C4C. Where should a move to V2 start?
SAP offers the Readiness Check and the Data Transfer Tool for moving from C4C (Version 1) to V2, plus separate SAP services for configuration, integrations and custom code. Start with an inventory of existing extensions, ERP interfaces, reports and campaign lists; the timeline and budget follow from it.
Sources12 sourcesSAP Help Portal, Mevzuat Bilgi Sistemi, SAP Learning +2
SAP Help Portal
- SAP Sales Cloud Version 2 Feature Scope Description help.sap.com (opens in a new tab)
- SAP Service Cloud Version 2 Feature Scope Description help.sap.com (opens in a new tab)
- SAP Sales Cloud and SAP Service Cloud Version 2 Integration with SAP ERP help.sap.com (opens in a new tab)
- SAP Sales Cloud Version 2 Integration Guide for SAP S/4HANA Cloud Public Edition: Set Up and Managed by SAP help.sap.com (opens in a new tab)
- Create an SAP S/4HANA Service Order from Agent Desktop Mashup help.sap.com (opens in a new tab)
- Transition Tools - SAP Cloud for Customer to Version 2 help.sap.com (opens in a new tab)
Mevzuat Bilgi Sistemi
SAP Learning
SAP Support
KVKK
Sources checked as of October 2026. SAP Notes require an SAP for Me account.
SAP Consulting
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