SAP Customer Service (CS) has been discontinued – SAP S/4HANA Service as the successor solution

The discontinuation of SAP Customer Service (CS) is forcing companies to rethink their service processes and switch to SAP S/4HANA Service in good time. At the same time, the change opens up the opportunity to leave outdated structures behind and build modern, cloud-enabled service processes. 

S/4HANA Service combines proven functions from CS and CRM and brings companies closer to a true digital service flow. With a clean core approach, Fiori UX, and integrated SAP AI such as Joule, it creates a powerful foundation for a future-proof service architecture. Acting now not only prevents risks associated with expiring usage rights, but also lays the foundation for greater automation, transparency, and customer satisfaction. 

This white paper shows in a practical way how organizations can master change and turn a mandatory task into a strategic advantage.
 

FAQ

1. Why is it not sufficient to simply continue operating SAP CS?

SAP CS will lose its usage rights by 2030 at the latest and will no longer be developed technologically. Companies therefore risk security, integration, and innovation disadvantages. S/4HANA Service is SAP's strategic platform for the future. 

2. Is a 1:1 migration from SAP CS possible?

No. SAP S/4HANA Service is based on new objects, data structures, and process logic. This means that a functional redesign of the service processes is always necessary, not just a technical conversion. 

3. What business advantages does S/4HANA Service offer?

S/4HANA Service enables position-based controlling, modern Fiori interfaces, automation, and cloud and AI integration. This significantly increases the transparency, efficiency, and scalability of service processes. 

4. What are the risks of late migration?

Late migrations often lead to time pressure, higher project costs, and limited design options. In addition, there is then no opportunity to strategically modernize service processes instead of just replacing them technically. 

5. Is S/4HANA Service already fully functional with SAP CS?

Not yet. Some functions from SAP CS are currently missing, but will be delivered later according to the SAP roadmap. At the same time, S/4HANA Service already offers significantly more potential for innovation and expansion.

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