Blog Series- 1: SAP C4C Service cloud V2 integration with S4 Hana Utility (ISU)

[Chanchal_Jha]

Hello everyone, I am starting a new blog series for service v2 integration with S4 Hana Utility and in the very first part I am going to explain some of the key features of Service V2, pros and cons - V1 and V2 and Service v2 utility key functionality, Utility Iflows and synchronous webservice name

I am sure everyone is aware of the Buzz word “V2” and some of the Key features of V2, Listing down few of them here-

Key Features of V2 Service Cloud

• Uninterrupted solution availability by leveraging modern technology and Hyperscaler experience.
• API-first/microservices based services
• Complement the core solution with tool sets to quickly deliver new composable apps
• Almost Zero Downtime
• Agent Desktop
• Case management
• Robust Global search
• Native Email Management

[Will Publish another blog series for v2 features in detail]

Pros and Cons

V2 vs V1	Pro’s	Con’s
SAP Sales and Service Cloud V2	•  Microservices architecture – enables improved performance, scalability and flexibility. •       Advanced business capabilities, including native intelligent sales and service solutions. •       Latest version for Sales and Service – benefit from future innovations from SAP	•       Industry solution for utilities lacks some features available in V1. However, per SAP, it is expected to be at feature parity with V1 by the end of 2024.
SAP Sales and Service Cloud V1	•       Industry solution for utilities is mature relative to V2, and several large utility companies are already live on it.	•       Performance may be an issue while accessing information related to large customers/ accounts.

Disclaimer- This is entirely based on current V2 and V1 solution and solely my inputs. Both V2 and V1 is equally robust product.

Prerequisites for integration of Service cloud V2 with S4 Hana System

• Software component IS-UT 808
• OSS Note 3450264 needs to implement to get all new features of SAP Service Cloud Version 2 release.

SAP Service Cloud Version 2, Utilities Functionality 

Please refer the image below 

Service IFLOW Details

  Service Cloud V2 Integration with SAP S4 HANA Utilities consist of three different packages.

1. SAP Service Cloud V2 for Utilities Master Data Integration with SAP S/4HANA
2. SAP Service Cloud V2 for Utilities Premise Integration with SAP S/4HANA
3. SAP Service Cloud V2 for Utilities Contract Account Integration with SAP S/4HANA

Master data Integration is same as V1 and there is no change in the Webservice while there is change in the contract account replication.

Webservice Name

Business partner- Same as V1

Contract account- CO_FKK_MDG_CONTRACT_ACCOUNT_BU

Premise - CO_UTILITIES_TECHNICAL_OBJEST

 Webservices for synchronous services are different from V1, and we need to use the V2 version for integrating with Service cloud v2. Please check SAP NOTE- 3253818 to see the complete list provided by SAP, which is having all the service details with the Integration flow Name, SAP Cloud Integration Source Path, Source System, Target System URL, S/4HANA Service Name 

Topic for Part 2- Some of the key difference with respect to Integration of V1 and V2 with S4 Hana system, Replication model, Details of the webservices Configuration and  etc*. Stay tuned to get further deep dive. Please provide your feedback and comments.

Thank you 

Chanchal Jha