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Integrations

SAP Sales Cloud and SAP Service Cloud integration with your contact center

We connect SAP Sales Cloud and SAP Service Cloud, formerly SAP Cloud for Customer, to CONTACT.WORK through their OData APIs. While a customer is ringing in, the agent already has the account, the contact, open service tickets, and active opportunities in view. Each finished call is saved in SAP – outcome, AI summary, and where to play the audio – and can open a ticket or a lead at the same time.

Get a quotePricing
ODataAPIs for Sales Cloud and Service CloudIncluding fields your admins added
5 typesaccounts, contacts, leads, deals, ticketsOpportunities count as deals here
Ticketopened or updated after each support callRecording link and AI summary attached
CTIphone panel inside SAPOption three, a separate project

Capabilities

What you get with SAP CX

Account and tickets before helloThe caller's number is matched to an SAP account or contact, so open service tickets and current opportunities are visible before anyone says a word.
Calls logged in SAPEach conversation is written back to the account and contact listing direction, duration, outcome, and agent, plus the audio file's address and a few lines of AI recap.
Tickets and leads from the call formA support problem becomes a service ticket in the right queue; a new prospect becomes a lead, tagged with the line they dialed. Nobody types it up after the call.
Messages next to callsWhatever the customer writes through web chat, WhatsApp, SMS, Messenger, or email is tied to the same SAP account as their phone calls.

Options

Three ways to handle calls with SAP Sales Cloud and Service Cloud

The choice depends on the team. Sales reps tend to stay in SAP Sales Cloud all day; a service desk with a long queue usually handles more calls from a dedicated agent screen. One company can use both, on one set of numbers.

SAP opens on the right account

A ringing call brings the matching SAP account or contact up in the rep's browser. Customers with an unresolved ticket can see that ticket open instead. For an unknown number, the agent gets a new lead or contact with the phone number already filled in. Reps keep their usual SAP screens, and the call follows them.

  • Account, contact, or open ticket on ring
  • New callers start a prefilled lead
  • Transfers open the same record for the colleague
Option 1 of 3

Once discovery is done, we recommend an option for each team.

How it works

What you get with every option

Interaction history

Calls and chats on the SAP account

An SAP account or ticket lists each call in both directions, how it ended, and where to play it, alongside the chats and emails that agents answered in CONTACT.WORK. For calls nobody picked up, SAP can assign the account owner a task to ring back, so callbacks don't depend on someone reading the call log.

  • Recording opens from the SAP record
  • Missed calls can turn into callback tasks
  • AI summary in place of typed notes

Owner and queue routing

Calls reach the owner or the ticket's processor

SAP stores who owns each account and who is processing each open ticket. The platform reads both: regular customers ring through to their account owner, people calling about an unresolved ticket get the agent handling it, and everyone else waits in the team queue.

  • Account owner read from SAP
  • Ticket calls go to the processor
  • Team queue as the fallback

Setup

How an SAP Sales Cloud or Service Cloud project runs

  1. 01DiscoveryWe go through your tenant: which of the two clouds you use, your ticket types and queues, the custom fields, and what agents must see on a call.
  2. 02AccessYour SAP administrator creates a communication user for the integration with access to the agreed OData services and shares the credentials with us securely.
  3. 03DevelopmentOur engineers write the OData exchange for accounts, contacts, leads, opportunities, and tickets. If you pick the panel inside SAP, we build it on SAP's interface for third-party phone systems.
  4. 04MappingWe pair agents with SAP users, assign phone lines to ticket queues or sales teams, and agree on which SAP records each call should produce.
  5. 05TestingIn your test tenant we call as a stranger and as an existing customer with an unresolved ticket, try a transfer and an unanswered call, and look at what reached SAP each time.
  6. 06Go-liveOne team after another switches its phones, agents get a short walkthrough, and over the first week our engineers match the call log against what SAP recorded.

Requirements

What you need on the SAP side

SAP cloud
SAP Sales Cloud, SAP Service Cloud, or both (formerly SAP Cloud for Customer)
Integration user
A communication user with access to the agreed OData services
Test tenant
A test tenant where the integration is tried before going live
Custom fields
Which SAP fields agents read or complete on a call
Telephony
Your existing phone numbers and SIP carriers
Cost
Development: $60 an hour on Pro with at least 8 hours a month, or Maxi hours; SAP subscriptions billed by SAP

Preparation

Questions for your SAP kickoff call

Which SAP cloud do you use?One SAP cloud or both – the answer decides whether calls feed leads and opportunities, tickets, or all of them.
How are tickets routed today?Ticket types, queues, and who processes them, so phone calls can follow the same rules.
What should agents see in the first seconds?Account status, open tickets, contract or warranty details – whatever saves a question.
What should each call create in SAP?Only a logged call, or also a ticket, a lead, or a follow-up task.
Where will agents work?Staying in SAP or moving to the CONTACT.WORK screen – the answer narrows the three options.
Do you record calls?Some states require every party to consent, so callers from there hear a notice before an agent picks up.

Q&A

Frequently asked questions

How is SAP Sales Cloud or Service Cloud connected to CONTACT.WORK?

Through the OData APIs that SAP provides for both clouds, using a communication user set up by your SAP administrator. We write the exchange for your tenant as part of implementation, and your team approves the test results before anything goes live.

Does it work with SAP Cloud for Customer?

SAP Sales Cloud and SAP Service Cloud are the current names for SAP Cloud for Customer, so the same integration applies. We check your tenant's APIs and custom fields during discovery.

Will calls create service tickets in SAP?

A call can open a new ticket or update an existing one. The agent picks the category in the CONTACT.WORK form, the ticket lands in the matching SAP queue, and the recording link and AI summary are attached to it.

Can sales calls create leads and opportunities?

New callers can be saved as leads that show which of your numbers they dialed, and a call with a known account can be logged against an open opportunity, so sales managers see phone activity in their pipeline.

Can agents dial from inside SAP?

They can with the phone panel built on SAP's interface for third-party phone systems: a click on a phone number in SAP starts the call. Agents without the panel place calls from CONTACT.WORK, and SAP gets the call record either way.

Do agents need SAP user licenses?

Agents who take calls in the CONTACT.WORK screen don't have to sign in to SAP, and the data flows through a single integration user, so SAP seats stay with staff who actually use SAP. Check your SAP contract for how the integration user is licensed.

Can we run outbound campaigns from SAP lists?

A list of accounts or contacts from SAP can be loaded into a dialing campaign, with every call result written to the SAP record. Campaigns call only people who gave consent, skip do-not-call numbers, and keep to calling hours in each time zone.

Auto dialer →

Is call recording legal for US callers?

Recording is allowed with the right consent. Federal law needs one party to agree, but in California, Florida, Pennsylvania, and some other states, all participants must agree. CONTACT.WORK can play a recording notice on the lines you pick. Treat this as an overview rather than legal advice.

What will service managers see?

Live operations are in CONTACT.WORK: queue length, wait times, who is on a call, and unanswered calls; a supervisor can also listen to a live call or coach the agent quietly. SAP keeps the history, so your SAP reports can count calls by account, queue, or ticket type.

Do we lose our phone system if we switch from SAP?

Your phone system stays, because numbers, IVR, queues, call recordings, and reports are kept in CONTACT.WORK rather than SAP. Switching CRMs means rebuilding only the data exchange; the phone lines keep working.

How much does the SAP Sales Cloud and Service Cloud integration cost?

It is billed on top of your CONTACT.WORK support plan, which pays for running the platform. The SAP work is charged by the developer hour – $60 on Pro, with 8 hours as the monthly minimum – or taken from the hours that come with Maxi. The scope is estimated after discovery, and work begins once you agree. There are no license or per-seat fees on our side, and our prices exclude applicable taxes. Your SAP Sales Cloud and Service Cloud subscriptions stay between you and SAP.

Pricing →

Glossary

Terms on this page

Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
Call recording
Calls are saved so they can be replayed and disputes settled. Learn more →
CTI – computer telephony integration
Telephony connected to the CRM: one-click dialing, and the customer record opens on an inbound call. Learn more →
SIP (Session Initiation Protocol)
The protocol that sets up calls in IP telephony. Learn more →
Supervisor
Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
IVR (interactive voice response)
A phone menu: the caller hears a greeting and picks the right department. Learn more →
CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →

More

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Blog

Fresh from the blog

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Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →

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