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Author's profile photo Tammy Powlas

SAP S/4HANA Utilities for Customer Engagement Summary

This was from a webcast I attended a while ago.

From SAP:

“Customer Engagement is a simplified version of SAP CRM embedded in S/4HANA.  It was initially available as an add-on named “customer management”.

This session provides a functional overview of processes geared towards the utilities industry, and covers an update on the product road map and cloud integration.

Source: SAP

Please note the usual disclaimer applies; things in the future are subject to change

Source: SAP


Vacant premise


Most utilities – see customer and premise overview

High transaction volume

Link to others, such as self service, marketing

Where is customer service, back office

Was built for the employee

Source: SAP

15 years ago; look at CRM

Utilities – meter readings, postings

Looking at large application


A lot of automation

Exception handling

Integrated to other solution


Moving to S/4HANA – analytics, higher performance, searching,

Pressure on TCO


Run embedded CRM

CRM add-on now called customer engagement


Link to self service

Source: SAP

Central point of entry for customer service

Find a customer, create customer, respond to customer, look at premise, make some changes on contract

Customer engagement – web client user interface in CRM7

Updated Fiori theme

Looks like other Fiori applications

Fully embedded in S/4HANA with 1909 and name changed

Was called customer management add-on

Now called customer engagement

Source: SAP

1 harmonized data model

No more replication

Fast move in move out

Source: SAP

One field search

Toggle to classic search

Avoid creating duplicates

Source: SAP

1 click actions

Context sensitive menu options

Source: SAP

For a retailer in deregulated market

Planned for October – adding more processes

Source: SAP

From older CIC implementations – framework, searches, front office process (FOP) tools – this is where you use transaction launcher

Can launch FOP or anything else

Source: SAP

2 editions:

Basic CIC – limited – those who come from ISU CIC – framework; bring those FOP built

Enterprise – move in, sales contract

Migration Scenarios for CRM and IS-U Customers


Figure 11, Migration Scenarios

Source: SAP

Entry point for CIC

Interaction center


Contacts/interaction records

Build history – contacts ..> interaction records

Standard mapping

Default role, menu, navigation bar



Figure 12, Source: SAP

Second migration scenario

Cross Industry Solutions Often Used by Utilities



Figure 13, Source: SAP


Figure 14, Source: SAP

Contact center – voice, email, chat


Figure 15, Source: SAP

ISU role does not include email editor

Road map



Figure 16, Source: SAP

Product direction – scope round-ups – feedback from early adopters


You can find any important links for education for Utilities in the SAP Learning Journeys

SAP for Utilities – Upskilling for SAP S/4HANA and Intelligent Enterprise


Customer engagement as a mobile app?  This runs in a browser no specific mobile app


1909 SAP Help to activate


What do you think?


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      Author's profile photo Rahul Mukherjee
      Rahul Mukherjee

      Extremely nice coverage! It will be good to get updates on migration journey for enhancements.

      Author's profile photo RAJANIDHI RAJASEKERAN

      Nice Article Tammy,

      I have a question. In your Blog you have mentioned that "Migration tools for CRM Core objects Planned( Business Activities ) Interaction record", Is there any updates on this.


      We are migrating from SAP CRM to S/4 Hana CE, we want to migrated old Interaction records to S/4 system. I see a function module CRM_S4_BTX_ACTIVITY_MIGRATION but not sure how it is been used. Do we have to use it from migration cockpit?.


      Please advise.

      Thanks & Regards,

      Rajanidhi Rajasekeran.

      Author's profile photo Tammy Powlas
      Tammy Powlas
      Blog Post Author

      Hi - thank you for reading and commenting.

      The answer is I don't know; I am a customer myself.  We didn't use crm in our ECC system so we didn't have to consider this.


      I recommend asking this as a question at

      Good luck to you

      Author's profile photo Arijit Mitra
      Arijit Mitra

      Hi Rajanidhi,

      I am assuming that you would have completed your migration from SAP CRM to S/4HANA CE by now.

      Can you please share whether you had executed the entire migration through the Migration Cockpit or whether additional elements such as the function module CRM_S4_BTX_ACTIVITY_MIGRATION were necessary to migrate the data? Questions posted on this topic on have not elicited any helpful response so far.

      Thanks in advance,

      Arijit Mitra

      Author's profile photo shikha rawal
      shikha rawal

      Very nice ! Can we upgrade from CRM 5.0 to CE directly without upgrading to CRM 7.0 first?