In this document we have collated all the questions that will help companies while implementing SAP C/4HANA.

1. SAP C/4HANA
FAQ’s

2. Question 1 – What is SAP C/4HANA? Is it just rebranding of existing solutions?
Answer – SAP C/4HANA, is an integrated product suite of SAP’s CRM offerings on Cloud. It ties
the former Hybris commerce solution and C4C Sales/Service solutions together with recent
acquisitions like Callidus, Gigya, and Core Systems. There are five separate but connected
pillars under SAP C/4HANA. SAP C/4HANA is built around a central theme of customer and
customer experiences. Below is a pictorial view of how the related solutions will form the overall
product suite that comprises SAP C/4HANA.
Question 2 – Why is it called C/4HANA?
Answer – In SAP C/4HANA, the “C” stands for “Customer” and “4” for the 4th CRM generation,
and of course, everything SAP runs on the HANA platform.
Question 3 – How does SAP C/4HANA stand out in the CRM market?

3. Answer – SAP C/4HANA is intended to revolutionize the CRM market by combining front-office
CRM and marketing applications with back-end transactional ERP systems and business
applications, including SAP S/4HANA. These applications are integrated via SAP Cloud Platform
and embedded with technology like machine learning and AI via SAP Leonardo. The recent
acquisitions of market leaders like Hybris, Gigya, CallidusCloud, and Core Systems have been
introduced in the already existing solutions (Hybris Sales and Service, Commerce, …) to support
all front-office functions, such as consumer data protection, marketing, commerce, sales,
customer service.
Question 4 - How is it different from the previous cloud solution of SAP i.e., SAP Hybris
Cloud for Customer?
Answer – The previous SAP C4C cloud solution is now a part of C/4HANA, along with the new
acquisitions. SAP Hybris Cloud for Sales is now a part of SAP Sales Cloud along with
CallidusCloud.
Question 5 – How is SAP C/4HANA different from SAP S/4HANA for Customer
Management?
Answer – SAP S/4HANA for Customer Management is an add-on to the SAP S/4HANA system
as an on-premise solution for Sales, Service, and Interaction Center processes. This is intended
for customers with limited CRM with low TCO as no middleware is required for this solution. It
does not have marketing or commerce functionality. SAP C/4HANA is SAP’s full CRM cloud
offering integrates both front-end as well as back end functions to provide a 360-degree
customer view.
Question 6 – Which customers should go for SAP C/4HANA and which should prefer
S/4HANA for CM?
Answer – SAP S/4HANA for Customer Management is a good fit for customers if:
• They are using SAP ERP but are not yet using any features of SAP CRM.
• They’re using both SAP ERP and SAP CRM and want the option to consolidate both SAP
ERP and SAP CRM systems.
SAP C/4HANA works well for customers:
• who prefer cloud-based applications, particularly if they are planning to transition to SAP
S/4HANA Cloud
• If they want to keep their back-office functionality on-premise (e.g., using SAP S/4HANA
on-premise) but want to migrate their front-office, customer-facing applications to the
cloud.
Question 7 – How is SAP C/4HANA different from SAP CRM?

4. Answer – SAP CRM is an on-premise product focusing on the Sales, Service, and Call Center
functions and will eventually be replaced by S/4HANA for Customer Management. C/4HANA, on
the other hand, is an umbrella of all cloud offerings of SAP in CRM space and aimed at providing
full customer experience by fully integrating front end and back end systems. In the future, both
the solutions i.e., C/4HANA and S/4HANA CM, will co-exist.
Question 8 – How does C/4HANA integrate with S/4HANA, S/4HANA CM Add-on, SAP
CRM, and third-party systems?
Answer – C/4HANA integrates with SAP and non-SAP systems through SAP Cloud Platform
Integration (SCPI). It can be integrated with both SAP ECC as well as S/4HANA and does not
exclusively require S/4HANA. The integration can be done using SAP PO/PI also.
Question 9 – Do you need to deploy all the five cloud solutions of C/4HANA?
Answer – You can deploy each cloud solution standalone or in any combination.
Question 10 – What are the different SAP offerings in CRM space, and how would
customers choose between these?
Answer – The following diagram illustrates it all. The orange blocks all form part of C/4HANA.
Question 11 – Does SAP C/4HANA only run on the cloud?
Answer – Depends on the cloud components being used.
• Sales and Service cloud are available on public clouds only.
• Commerce Cloud is available on private cloud and also has an on-premise version

5. • The marketing cloud is available on both private cloud and public cloud. An On-premise
version is also available.
• SAP Customer Data Cloud is available only on public cloud
Question 12 – How does the customer choose between public or private cloud?
Answer - Choosing a public or private cloud depends on the customer’s budget constraints and
internal security policies. Public cloud is cheaper to implement and has scheduled upgrades
every three months, thus enabling the customer to have the latest version always. However, in a
private cloud, companies also have the flexibility to have their own upgrade schedule. Private
cloud also has far more customization options available as compared to a public cloud to meet
customer needs.
Question 13 – What is the role of Qualtrics in SAP C/4HANA
Answer - Qualtrics is the experience management (XM) platform acquired by SAP. Experience
management monitors each interaction of a customer with a company and processes that data to
improve future interactions with the customer. SAP Qualtrics Experience Management combines
experience data (X-data) and operational data(O-data) and uses AI and machine learning to help
close experience gaps and drive improvement in customer experiences. An example in
marketing/sales cloud – Survey responses received from customers for an email campaign
executed in Sales or Marketing Cloud can be scored using Qualtrics NPS (Net Promoter Score)
software to identify hot leads.
Question 14 – Is SAP Sales cloud in C/4HANA any different from SAP Hybris Sales Cloud
for Customer?
Answer – SAP Sales cloud in C/4HANA is the same as SAP Hybris Sales Cloud for Customer. It
has been extended with the CallidusCloud functionality to close the gaps with regards to CPQ
(Configure Price Quote), automation of proposal generation, Contract Lifecycle Management,
and Sales Commissions. SAP Subscription Billing, also knows as SAP Revenue Cloud, is also
part of the Sales Cloud under C/4HANA.
Question 15 – Is SAP Service Cloud in C/4HANA the same as SAP Hybris Service Cloud
for Customer?
Answer – SAP Hybris Service Cloud for Customer is the cloud solution of SAP for service
functionality and is one part of Service Cloud in C/4HANA. SAP Service Cloud in C/4HANA
combines SAP Hybris Service Cloud for Customer, SAP Customer Engagement Center and
Field Service Management (FSM) solution from Core Systems as well as Chatbots.
Question 16 – Is SAP Hybris Commerce the same as or different from Commerce Cloud in
C/4HANA?
Answer – SAP Hybris Commerce has been renamed to Commerce cloud in the C/4HANA suite.
It can be On-Premise or Cloud, although On-Premise is being phased out.

6. Question 17 – What Is the Difference between SAP Hybris Marketing vs. SAP Marketing
Cloud?
Answer – SAP Hybris Marketing has been renamed to SAP Marketing since June 2018. The
cloud edition is called SAP Marketing Cloud. The on-premise version of the same is called SAP
Marketing On-Premise. SAP Marketing Cloud allows you to do dynamic customer profiling and
gain insights into customers’ real-time intents. It can target and orchestrate cross-channel
campaigns accurately to deliver personalized customers experiences. The leads generated from
the campaigns can be nurtured and converted into revenue with close collaboration between
sales and marketing.
Question 18 – What is SAP Customer Data cloud?
Answer - This is the Gigya solution around Customer Identity Management that has been
integrated within the C/4HANA solutions. It gathers data of known and unknown visitors to a
company's website. This data is then evaluated to ensure more proactive engagements with
visitors, as well as gain insights on the kinds of products and services visitors are interested in,
inquire about, or search for. It also assists companies in ensuring GDPR and CCPA compliance.
Question 19 – What is C/4HANA Foundation, and what is it used for?
Answer - SAP C/4HANA Foundation, including the cockpit, is automatically provisioned after the
purchase or subscription to one of the primary cloud products in the SAP C/4HANA suite. It is
used by administrators and developers for the following:
1. Entitlements – View SAP C/4HANA products that your company has purchased or
subscribed to
2. Security - Assign users as an administrator or developer role in the cockpit and generate
audit logs.
3. Extensibility – As an administrator, set up the framework that allows developers to access
functionality for building customized extensions. As a developer, create custom
extensions for your SAP C/4HANA products using functionality based on the project
"Kyma," an SAP open-source project designed natively on Kubernetes.
Question 20 – What are the various extensibility options in C/4HANA?
Answer – Extension refers to enhancing the standard solution in different ways to meet customer
requirements such as custom fields, custom logic, or custom communication scenarios.
The following extensions are allowed:
1. In-app extensibility, which is already available extension options within a specific cloud
product. E.g. In Sales/Service Cloud, we can create custom fields through adaptation. In a
marketing cloud, there is an option for custom fields and logic.

7. 2. Side-by-side extensibility enables integration of external content with the C/4HANA
product using APIs, services, applications, events, or development platforms, etc. For this,
SAP has introduced SAP Cloud Platform Extension Factory.
Question 21 - What is SAP Cloud Platform Extension Factory? How is it relevant to C/4
HANA?
Answer - SAP Cloud Platform Extension Factory is a new approach to extend SAP applications.
It is based on Kyma, an SAP open-source project, designed natively on Kubernetes known as
Runtimes, for extending and customizing cloud-based and on-premise enterprise products.
Runtimes are Kubernetes clusters that act as environments to host extensions. They use an
application connector to ensure secured and managed connectivity with the products you’re
extending, and an application API and event registry. The registry provides an easy way to
access services and use them when creating extensions.
SAP Cloud Platform Extension Factory is included in customers’ subscriptions for respective
SAP products as part of the C/4HANA Foundation. Process steps of extending a C/4 HANA
product with SAP Cloud Platform Extension Factory:
1. As an administrator, use your Google Cloud Platform (GCP) or Microsoft Azure account to
provision runtimes in C/4 HANA Cockpit->Extensibility->Runtimes.
2. Pair the runtimes with SAP C/4 HANA by establishing a secure connection between your
runtime and your SAP C/4HANA product.
3. As a developer, access runtime and start developing extensions.
Question 22 – What is SAP Callidus CPQ, and what are its key benefits?
Answer – SAP Callidus CPQ is a reliable sales configuration system that helps the sales team
and partners configure quotes and generate proposals involving thousands of complex products
very quickly and accurately. Some of the key benefits and features:
1. Integration with SAP - Callidus CPQ integrates seamlessly with SAP ERP, S/4HANA, SAP
Sales Cloud, and SAP Commerce cloud systems to provide a flexible configuration
environment with two modeling options: advanced mode and compatible mode. The
compatible mode facilitates modeling of simple product configuration, whereas the
advanced mode is designed for complex solution configurations. Variant configuration
materials from SAP S/4HANA are replicated as a Knowledgebase to CallidusCloud for
usage in CallidusCloud CPQ.
2. Solution modeling environment - Another notable component of SAP CPQ is the solution
modeling environment. The solution modeling interface is built on the Eclipse Rich Client
Platform (RCP). The solution modeling environment also integrates with SAP ERP and
CRM to support the exchange of configuration master data. It allows users to define and
test solution models before relaying them to the target systems.
3. Guided selling helps to reduce the decision taking time for customers
4. Defining product catalogs to easily manage and use increasing variety and complexity of
products available

8. 5. CPQ allows built-in rules that prevent discounts that dip below a certain level of margin,
contingent on the products included in the deal. Doing this takes a load of managers, who
won’t be forced to compute margin before giving deals their approvals.
6. Promotional discount/message /notification features to give added advantage on the
opportunity
Question 23 – What is the use of the new SAP acquisition of Core Systems?
Answer - SAP has acquired Core Systems as a part of its service cloud to extend its Field
service management system platform and crowd services. Some key features include workforce
scheduling, a mobile app with offline capabilities for FSM, checklist designer for standardized
service procedures, work order management, and inventory overview. This solution integrates
with SAP S/4HANA for logistics and financials.