Hello SAP Community!
This is Felix from the CRM & CX Product Learning team. With this blog post, I want to inform you about a big update we recently published for the e-learning “Integrating SAP Sales Cloud and SAP Service Cloud with SAP S/4HANA” and share some insights.
Some Background
Although SAP Sales and Service Cloud Version 2 is becoming more and more relevant these days, we are still paying attention to existing courses and reviewing learner’s feedback regularly.
Two years ago, we published the e-learning course “Integrating SAP Sales Cloud and SAP Service Cloud with SAP S/4HANA” which was based on the classroom training “SAP Sales and Service Cloud Integration with On-Premise SAP Solutions” (course code C4H450, formerly known as C4C50).
The overview page of the updated course.
With this e-learning, we made some content of this originally 5-day classroom training available for self-paced learning. The initial release mainly comprised theory and demos for master data scenarios. However, the content didn’t quite meet the expectations of several learners. We received feedback such as “too superficial” or “too broad-ranging” and some audio/video tracks have room for improvement.
For that reason, the course received a massive content and quality update.
Let me share some insights:
General Updates
- “Click Animations” across the whole course have been replaced with alternative media (text, graphics, videos)
- Many videos have been replaced with versions that provide better quality and more explanations (especially in units 3, 4, and 6).
- Most of the videos are accompanied by a textual summary providing the key takeaways for easier recapitulation, better supporting different learner types, and finding information quicker when searching the page.
"Click Animations" have been replaced with other media, such as images or videos.
Video quality has been improved. Most of the videos are accompanied by a textual summary providing the key takeaways.
Content Updates per Unit
- Content of units 1 and 2 has been rearranged and made a bit crisper.
- Unit 2 (Getting to know the Systems and the System Landscape) now briefly introduces each system to help learners who haven’t worked with a particular system yet. The S/4 lesson contains a summary of the most relevant transactions that can be used for reference.
- Unit 3 (Examining Technical Connectivity and Security Aspects) lays the foundation for technical connectivity and essential security principles, such as encryption and digital certificates. This challenging theory topic has been enhanced and is now accompanied by two new videos, and also mentions how digital certificates are managed inside and outside of SAP systems.
- Unit 4 (Configuring the Systems) has been enhanced with extensive explanations and updated videos. Moreover, configuration steps for SAP S/HANA have been added, which were not in place in the initial release.
- Unit 6 (Monitoring and Troubleshooting) has been reworked entirely, including updated videos.
- Unit 7 (Running Transactional Data Scenarios) was introduced in the last update about one year ago because the initial release didn’t contain transactional scenarios. This unit has received minor updates, such as textual key takeaways for the configuration videos, which have been added to make it easier to follow them in your own system landscape.
Example for the content improvements: Unit 3 (Examining Technical Connectivity and Security Aspects) now contains new videos.
Example for the content improvements: Unit 4 (Configuring the Systems) now contains configuration steps for SAP S/4HANA.
Sounds interesting? ➡️ Visit the e-learning.
Changes in Product Names
Another part of your feedback was about using different names for a single solution. Some products have been renamed several times in the past. Especially the split of “SAP Cloud for Customer” into “SAP Sales Cloud” and “SAP Service Cloud” often causes confusion, as these names refer to specific solution names on the one hand but also solution portfolios, including other solutions on the other hand. Finally, in this course, we refer to foundation topics that are still shared between them, so we refer to “SAP Sales Cloud and SAP Service Cloud” which most people merge into “SAP Sales and Service Cloud”.
While we try to use the combined variant “SAP Sales and Service Cloud” due to better readability as much as possible, you’ll still find the separate variant or even older names and abbreviations in some places, especially in links or technical terms, such as the Cloud Integration package name “SAPHybrisCloudforCustomerIntegrationwithSAPS4HANA”, or table and transactions containing “C4C” or “COD”. These can’t be changed without breaking compatibility. Hence, we have to live with it.
Proficiency Level and Prerequisites
Although this course is a beginner learning (the classroom training has associate level), it has a certain complexity. Three major SAP products are involved that learners might be more or less familiar with. We deal mainly with technical topics that ideally require existing knowledge in the respective area.
So, we still face the challenge of balancing between different detail levels and concentrating on the basics. Addressing potential challenges of customer projects would be a topic for intermediate learning.
While giving a general overview and introduction to the integration topic, we show the general configuration steps and explain why they are needed. However, the e-learning doesn’t contain a demonstration for all settings. A good example of this approach is the code list mapping, where a sample code list is used for explanation while mentioning all specialties of each and every code list would be too much for the training.
Conclusion
The good thing about e-learning is that you can go at your own pace and skip a topic if you’re already familiar with it 😉
I hope you enjoy the updated version of the e-learning!
Happy learning!
Felix
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