Migrating to SAP Service Cloud V2: A Practical Guide

SAP Service Cloud V2 is not an upgrade — it’s a re-architecture. Built natively on SAP BTP and SAP HANA Cloud, V2 replaces the C4C platform entirely and brings a fundamentally different technical foundation.

For organisations currently on Service Cloud V1 (C4C), the migration path requires careful planning. This guide covers what to expect.

What Changes in V2

Technical platform. V2 runs on SAP BTP (Business Technology Platform) rather than the C4C cloud stack. This brings better integration with other BTP services but also means configuration, extensibility, and APIs work differently.

Data model. The underlying data model has been redesigned. Custom fields, extensions, and integrations built on C4C APIs will not migrate automatically — they need to be rebuilt in the V2 model.

UI. The end-user interface is completely new. V2 uses a modern, role-based UI that SAP will continue to invest in. C4C’s Fiori-style interface is retired.

Extensibility. C4C used key-user tools and SDK-based extensions. V2 extensibility is handled via SAP BTP services — more powerful, but requires different skills.

What Stays the Same

The core service concepts — cases, accounts, contacts, service levels, knowledge base — are preserved. If your team understands service management, they’ll adapt to V2.

The integration paradigm is also similar: V2 exposes REST/OData APIs for integration with ERP, commerce, and external systems. The specific endpoints change, but the architecture principles are the same.

Migration Approach

Step 1: Assessment. Catalogue all active configurations, integrations, custom extensions, and reports in C4C. For each item, determine whether it’s needed in V2, and if so, how to implement it.

Step 2: Integration re-design. Most C4C integrations will need to be rebuilt. Use this as an opportunity to simplify where possible — V2’s native connectors to S/4HANA and SAP Commerce Cloud are significantly better than their C4C equivalents.

Step 3: Configuration in V2. Build the V2 environment in parallel with the live C4C system. Do not attempt a direct migration of configuration data.

Step 4: Data migration. Migrate historical case and customer data using SAP’s migration tools. Define a clear cut-over strategy.

Step 5: Training & change management. The UI change alone requires a training programme. Plan for it — user adoption is consistently the most underestimated challenge in V2 migrations.

Timeline Expectations

A typical Service Cloud V2 migration for a mid-size organisation (50–200 service agents, moderate integration complexity) takes 6–10 months from project kick-off to go-live.

Organisations that treat V2 as a “lift and shift” consistently run into problems in the final phases. Treat it as a new implementation with migration as one workstream.

Spadoom has delivered multiple Service Cloud V2 migrations. Contact us to discuss your situation.