SAP CX Training (Sales Cloud & Service Cloud)
SAP CX training covers Sales Cloud and Service Cloud, SAP's cloud front-office solutions and the strategic successor to on-premise SAP CRM.
- 40 hours
- Beginner
- Live online
- C_C4H62_2408
What is SAP CX Training (Sales Cloud & Service Cloud)?
SAP CX training covers Sales Cloud and Service Cloud, SAP's cloud front-office solutions and the strategic successor to on-premise SAP CRM. You configure the account and contact model, lead and opportunity management, sales pipeline, quotation and order integration, service ticket handling with SLAs and escalation, routing rules and work distribution, omnichannel engagement including email and chat, business rules and workflow, extension fields and page layouts, and integration to SAP S/4HANA.
What you get
- Configure the account, contact and territory model
- Implement lead and opportunity management with guided selling
- Connect quotes and orders to S/4HANA
- Configure service tickets with SLAs, routing and escalation
Who this course is for
New to the field
- CRM and customer service professionals moving to SAP CX
- SAP CRM consultants moving to the cloud
- SD consultants adding the front office
Working professionals
- Consultants on a customer experience programme
- Sales operations and service systems teams
- Anyone targeting the Sales and Service Cloud exam
Prerequisites
- Sales, service or CRM experience helps.
- No SAP or coding experience required.
What you will be able to do
- Configure the account, contact and territory model
- Implement lead and opportunity management with guided selling
- Connect quotes and orders to S/4HANA
- Configure service tickets with SLAs, routing and escalation
- Set up omnichannel engagement including email and chat
- Extend the solution with fields, rules and workflow safely
- Integrate CX with S/4HANA and report on adoption
Salary range
- India
- 6-26 LPA
- United States
- 95k-145k
Market ranges for SAP CX Consultant, not a guarantee. Actual pay depends on experience, location and employer.
Curriculum
CX foundations and the account model
Understand the portfolio and get the customer data model right.
- The SAP CX portfolio and where each product fits
- Sales Cloud and Service Cloud scope
- Tenant setup, business roles and users
- Accounts, contacts and individual customers
- Account hierarchies and relationships
- Territory management and assignment
- Data model, extension fields and page layouts
- Migration from SAP CRM: what maps and what does not
Lead and opportunity management
Run the pipeline from first contact to a qualified deal.
- Lead capture, qualification and conversion
- Lead scoring and routing
- Opportunity structure and sales phases
- Sales cycles, phases and guided selling
- Products, pricing and quotation
- Competitor and influencer tracking
- Forecasting and pipeline analytics
- Activity management: appointments, tasks, calls
Quotation and order integration
Connect the front office to the back office so a deal becomes revenue.
- Sales quote creation and approval
- Pricing from S/4HANA versus local pricing
- Product master and catalogue replication
- Order submission to S/4HANA
- Order status visibility in CX
- Contract and subscription scenarios
- Approval workflows for discounts
- Reconciling front-office and back-office data
Service ticket management
Handle the service side, which is where most CX volume actually sits.
- Ticket types, statuses and lifecycle
- Service categories and multi-level categorisation
- Service level agreements and milestones
- Escalation rules and warnings
- Work distribution and queue management
- Routing rules by skill, territory and product
- Ticket templates and quick responses
- Ticket analytics and agent performance
Omnichannel engagement
Meet the customer where they contact you.
- Email channel configuration and templates
- Live chat and chatbot handover
- Phone and CTI integration
- Social and messaging channels overview
- Self-service portal and knowledge base
- Customer 360 and interaction history
- Notification and communication rules
- Consent and data privacy in engagement
Configuration, rules and extensibility
Adapt the system without breaking upgrades.
- Business roles, permissions and access restrictions
- Page layout and field adaptation
- Extension fields and custom business objects
- Business rules and workflow rules
- Approval processes
- Code list restrictions and dependent fields
- Cloud Applications Studio overview
- Governance of custom changes
Integration, analytics and adoption
Wire CX into the landscape and prove it is being used.
- Integration with S/4HANA: master data and transactions
- Integration middleware options
- Integration with Marketing and Commerce
- Data replication monitoring
- Standard reports and custom analytics
- Dashboards for sales and service leaders
- Mobile app for field sales and service
- Adoption measurement and user enablement
Projects you will build
Lead to order
Configure lead capture and routing, qualify a lead into an opportunity, produce a quote with approval and submit the resulting order to S/4HANA.
Service ticket with SLA
Configure ticket categories, an SLA with milestones and escalation, and routing rules by skill, then run a ticket through to resolution and analyse the SLA result.
Extension and rules build
Add extension fields to the ticket object, adapt page layouts by business role and implement a workflow rule that notifies a manager on a critical case.
Tools you will use
- Business configuration and scoping
- The fine-tuning environment where CX solution scope and configuration live.
- Page layout adaptation
- Role-based screen design, one of the highest-impact and lowest-risk tools available.
- Workflow and business rules
- Automation for notifications, approvals and field logic without code.
- Routing and work distribution
- Queue, skill and territory based assignment of tickets and leads.
- Integration monitoring
- Replication and message monitoring between CX and S/4HANA.
- Analytics and dashboards
- Pipeline, SLA and agent performance reporting for sales and service leaders.
Certification
- Exam
- SAP Certified Associate, Implementation Consultant, SAP Sales Cloud and Service Cloud
- Code
- C_C4H62_2408
- Level
- Associate
- Exam fee
- US$560 (single exam)
What learners say
The service ticket, SLA and routing sessions are the core of most projects and they were taught in detail rather than skimmed.
I came from SAP CRM. The mapping of old concepts to the cloud model saved me months of confusion.
Guided selling and pipeline configuration were immediately useful. Our forecast is finally based on consistent phases.
Fees and training modes
Choose how you want to learn. No-cost EMI is available on the live and 1-to-1 modes.
Most popular
Live Online Training
Talk to us
Contact for current batch fee
Interactive live batches, weekday or weekend, with the full cohort and lifetime recordings.
Fastest
1-to-1 Training
₹49,000
Fixed for every course, no-cost EMI
Private one-on-one coaching at a pace and schedule you set.
Affordable
Self-paced Training
₹9,000
One-time fee, lowest-cost option
Learn on your own time with recorded sessions and the same materials.
Refunds and cancellations are covered in our refund policy.
What a day looks like
- Queue review
- Tickets breaching SLA, leads that did not route, and integration errors from overnight.
- Configuration
- A new category, an SLA change or an extension field requested by the sales or service team.
- Integration work
- Investigating why an order did not reach S/4HANA or why an account is out of sync.
- Business session
- Working with sales operations on pipeline definitions or with service on escalation policy.
- Enablement
- Supporting users on the mobile app and updating quick responses and templates.
Training a team?
We run this course as private corporate training, tailored to your systems and scheduled around your team. Tell us your group size and what you need to cover.
Request a corporate quoteFrequently asked questions
Is SAP CX the replacement for SAP CRM?
Does this cover Commerce Cloud or Marketing?
Do I need SD knowledge?
How much of this is configuration versus development?
Which certification does this map to?
Is there tenant access?
Ready to start?
Talk to us about batch dates, the syllabus or anything else.