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Author's profile photo Kamalika Barua

Introduction to SAP Sales/Service Cloud (Business User)

This is a blog for a business user and shows the basic navigation items and features of SAP Sales & Service Cloud.

The Business user and Administration user guide are merged in the help link Solution Guide for SAP Sales Cloud as of version 2208(August 2022).

The purpose of this blog is to provide guidance to a new business user of the layout and general features of SAP Sales & Service Cloud.

How to Login

SAP Sales & Service cloud is a cloud application and user needs to be created in SAP as an employee user in SAP to be able to access.


User can login via:

  • User ID & PasswordUser will be provided with a URL and user credentials. Once the user navigates to that page, user is prompted to provide ID/initial Password.On the user’s first time login, the user will be prompted to change the password.
  • Single Sign on (This is usually organization specific). The IT admin can specify how to use SSO to login to SAP Sales/Service Cloud.


Landing Page Basics


  • When the user logs in, they will see the Home page along with the navigation menu towards the left either in collapsed or semi collapsed state.
  • Clicking on the Hamburger menu, the user can hide or collapse the Navigation Menu. The Navigation Menu consists of direct link to the objects.

  • The home page consists of various cards and quick links that help the user have a snapshot of KPIs, reports, quicklinks etc.
  • User profile appears when the user clicks on the profile icon.
  • On the top right – the taskbar icons are available as static links.
    – Enterprise search opens up a global search message. User is able to search for any object like Accounts, Contacts, Leads etc from one global window search
    – The Recent Objects link shows the list of objects opened by the user recently and clicking on it will reopen that object. (clearing browser cache will empty this list)
    Notifications shows the internal notifications for the business user. If there are unread notifications, a number in red shows up next to the notifications. Once the user clicks on it and reads the notification, the number disappears
    – Profile menu opens up the user profile menu (explained more in a below topic)



User Profile Menu 

User clicks on the profile icon to unwrap the user profile menu with various links.

  • The user name appears as the first link on the profile menu and directs the user to their own employee profile. If the admin allows editing, user may update details of their own profile.
  • Connectivity is an unchangeable link and is useful in mobile applications indicating whether the handheld device has internet connectivity or not and how strong it is.
  • Settings directs user to their profile settings where the user can change (explained more in a below topic)
  • Download link directs user to the list of SAP software add ins for SAP Sales & Service Cloud that the user may download to enhance their experience.
  • Annotate is an in app tool that allows user to save an image of the SAP view they are in and add some annotations and notes before saving as an image. This image may help in user recording directions or issues they may want to refer to the Admin or Incident Management team about.
  • Start Personalization switches on the personalization mode for the user on the current SAP screen to adapt it to hide/rearrange fields and/or columns on the SAP page.
  • Clicking About launches the SAP Sales & Service cloud version details. This is helpful to identify the upgrade version of SAP Sales & Service Cloud.
  • Help opens up the Help center and provides various links the user may navigate to for information.How to use personalization

Personalization is a feature allowing user to modify certain key elements of their SAP screen to  their liking.


These include the following:

  • Hiding/unhiding fields/columns
  • Hiding/Unhiding buttons and menu options
  • Hide and collapsing sections of the screen
  • Rearranging fields/columns
  • Setting a sorting or grouping preference for a list of objects

On any screen, where the user desires to change the view, they need to open their user profile menu and click on ‘Start Personalization’ to activate the personalization mode.

The screen is now separated into sections that the user can click on to edit. The editable sections are highlighted by a border with a pencil icon. The selected screen to edit is highlighted in yellow border while the other ones are highlighted in blue border. At a moment, the user can edit a section of a screen for personalization but can use one personalization session to edit multiple sections, one at a time. Only the section of the screen marked by the pencil border are editable in personalization mode.

The fields/columns available to edit are on the right side of the screen. The help tab has specific instructions how the user can use the personalization mode.



The Sort and Group by link can be used to set sorting preferences for a list view.



If user selects a button, user can also hide the button by checking the Hide checkbox. All changes via personalization can be discarded and reset to the original SAP/Partner set view by clicking ‘Discard Changes’.


User can drill down to sections of an editable screen to find field level personalization options. User can also hide sections by clicking on the visibility link left to the arrow.

On the section level, user can opt to have the section always load in a collapsed mode, so that the section is available and only expanded should the user choose to use/view any of the fields on that section.

To reorder fields/columns, user can click on any of the field tabs and drag up or down to rearrange fields to their desired setting.


Changes are automatically saved and applied, once user clicks on ‘End Personalization’ on the user profile menu.



These are some of the out of the box basic functions provided with all SAP Sales & Service cloud that help to enhance the experience of the business user and this serves to simplify understanding of how to navigate in the Application.

Please follow my profile for further blogs. The links section is very useful as further reading and were referred to at various sections of this blog.

Thank you for reading my blog and hope you found this informational/useful to introduce basic features of SAP Sales and Service Cloud. There are further topics related to this topic that I will elaborate in a follow up blog.

Please feel free to comment on the blog to provide feedback about the content of this blog or simply ask related questions here.

Reference/Related Topics:

SAP Help
Previous version Blog
SAP Sales Cloud Questions Tag 
Other SAP Sales Cloud Blogs

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