SAP Sales and Service Cloud Version 2: New Features and Roadmap

SAP has recently launched the Service Cloud Version 2 (V2). This new version is an enhanced and expanded iteration of the Service Cloud Version 1 (V1). So, what exactly do we mean by ‘enhanced and expanded’?

The V2 version is built on a foundation of microservices. The most significant advantage of microservices is performance. The performance of V2 is substantially better than V1, offering a crucial advantage to every customer with speed in service processes. This advantage aims to improve customer experience. Another key benefit is the continuous addition of new functions. SAP will develop new functionalities and make them available daily, eliminating the need to wait for a three-monthly new function cycle.

One of the most important innovations that might encourage choosing V2 is the new customer representative screens. With the revamped customer service employee screen, representatives can access all customer information and interactions, essentially providing a 360-degree customer view, all from a single screen. Another advantage is that representatives can directly access solution suggestions derived from previous customer experiences on the same screen. This allows us to offer instant solution suggestions to our customers, open new tickets without switching screens, and be informed about previous interactions.

Another significant improvement is the ability to meet customer needs on the same screen, instead of switching between different customization screens. In V1, customizations found on different screens are now consolidated into a single screen in V2. SAP, with Appgyver, also enables users to develop new applications without needing coding knowledge. With side-by-side extensions, you can create custom solutions, expand the scope, or set restrictions in any way you want for specific situations.
The reports we used in V1 will now be more efficient in V2, with the support of SAP Analytics Cloud. They will offer faster performance and new filtering features, allowing for more precise and tailored analysis to meet our needs.

As of now, there is no announced end-of-life or maintenance period for V1. The first comparison of Sales and Service Cloud V2 with the existing V1 solution is expected to happen by the end of the first half of 2024.

SAP is working on a transition path for customers currently using V1. However, details on how the transition will occur are not yet clear.