CX Works

CX Works brings the most relevant leading practices to you.
It is a single portal of curated, field-tested and SAP-verified expertise for SAP Customer Experience solutions

SAP Sales Cloud and SAP Service Cloud solution Tenant Landscape Guidance

7 min read

Why Do You Need to Consider Different Options When Provisioning SAP Sales Cloud and SAP Service Cloud solution Tenants?

SAP  Sales and Service solutions is hosted in different data centers globally. At the time of publication of this article, SAP Sales Cloud and SAP Service Cloud solution data centers are located in:

SAP Data Centers

For up to date information on data centers, please refer to the SAP Data Center page.

Customers are unique and have their own requirements. Many of them have very specific application requirements that are independent from the application. An example of such a requirement could be a country specific legal requirement when handling application data. Other requirements include:

  • Integration with multiple back-end applications
  • Application (SAP Sales Cloud and SAP Service Cloud solution) used in multiple regions/countries/ time zones
  • Phased roll out approach to project delivery 

What Deployment Options Are Available to You?

Let’s consider, for global business, the various deployment options for a productive SAP Sales Cloud and SAP Service Cloud solution tenant.

Option 1: Global Shared

Option 2: Shared Business, Regional Split

Option 3: Shared Region, Business Split

Option 4: Business Split, Regional Split

What Are the Key Considerations That Enable You to Make the Right Decision?

Now that we have these options available, how do you decide which option best suits your needs? It all starts with aligning different parts of the company, such as business users, IT team, project sponsors, and implementation partners.

In fact, the following four aspects should be considered before a decision is made.

Configuration Efforts

Integration Efforts


Operational Topics

  • Consider the efforts needed to configure different environments
  • UI layouts including screen adaptations, rule modeler, settings and page layouts 
  • Authorizations for different types of users through business roles and/or UI adaptations
  • Each tenant will have its own integration setup effort
  • Consider the different environments that will be integrated to SAP Sales Cloud and SAP Service Cloud solution. 1:1 or 1:n

    • The amount of customization directly impacts system performance
    • Network bandwidth of the various business hubs
    • Quality of any custom development
  • Cost of maintaining a complicated system landscape
  • Adoption of agile change management
  • Data residency legal requirements

In addition to the above four aspects, depending on the complexity of the customer requirements and customer specific system landscape, you might want to consider the following additional points: 

  • Master Data Harmonization: Having a complicated landscape means careful considerations of where the master and replica systems will be. This is especially true when working with B2C implementations.
  • Reporting and Analytics: Having a system landscape based in different regions can introduce the requirements for local reporting.
  • Business Process Harmonization: One of the key challenges when working with cloud applications is bringing business users together to form a unified process.

As an output of your alignment, you should aim to produce an effort matrix. An effort matrix provides a simple view of different aspects that impact your business along with a categorization of its significance for each deployment option.

Let’s consider a simple example.

Company A operates globally in different countries and different time zones. The SAP Sales Cloud and SAP Service Cloud solution application of Company A will be integrated with two backend systems. Additionally, the SAP Sales Cloud and SAP Service Cloud solution application has a medium complexity of custom development.


Global Shared

Shared Region, Business Split

Shared Business, Regional Split

Business Split, Regional Split

Configuration Efforts


Medium -> High

Medium -> High


Integration Efforts





Operational Efforts





How Do You Decide on the Number of SAP Sales Cloud and SAP Service Cloud solution Tenants?

Essentially, you should consider the following criteria when determining the number of tenants to include:

  • Integration complexity
  • How many backend systems are included in the system landscape. Many customers from on-premise backgrounds typically use a three-tier landscape of development, pre-production, and production.
  • Custom development scope 
  • Depending on the complexity of any custom developments, you might want to include additional tenants to represent a legacy system landscape. Compounded with an integration scope, this can help during the testing phase of a project.

Fortunately, there are already in-depth guides on these considerations.

SAP Sales Cloud and SAP Service Cloud solution Tenant Landscapes: Determine how many tenants you need

To aid in the decision making process, many customers will have questions about how to move changes between environments. The guide below will help provide knowledge on how that is done.

SAP Sales Cloud and SAP Service Cloud solution: Tenant Architecture

Transport Management in C4C

SAP Sales Cloud and SAP Service Cloud solution also supports a transport based mechanism to move changes between environments. Please refer to the SAP Sales Cloud and SAP Service Cloud solution Administration Guide for more information


So let’s summarize the key points. 

  • Details are very important. Capture all the various contributors and requirements from your customer.
  • Alignment is key. You can only reach a universally accepted decision that fits the needs of the business, if you’re in alignment with all the different stakeholders.
  • Be pragmatic. It is easy to get lost in complex details. Take a simple approach and be realistic when choosing the right deployment option and the right number of SAP Sales Cloud and SAP Service Cloud solution tenants.