When working with SAP Sales and Service Cloud v2 (SSCv2), there is one recurring topic that comes up in almost every project. It sounds simple at first: “Can we assign different Business Partners on item level?” The answer is technically yes.
But in practice, it quickly becomes clear: The standard solution is not enough for real-world scenarios. In this article we outline, what we did to improve the situation for SSCv2 customers.

The Real Requirement Behind the Question

In enterprise environments, assigning Business Partners at item level is not optional — it’s essential.

Typical use cases include:

• Different ship-to parties per item
• Multiple contact persons within a single quote
• Service processes with item-specific responsibilities
• Complex partner constellations in industries like manufacturing or utilities

To handle this efficiently, users need one key capability: A powerful and intuitive Business Partner search for the item level.

The Current Limitation in SSCv2

Today, SSCv2 does not provide a standard, enterprise-grade value help (F4) for Business Partner selection at:

• Quote Item level
• Sales Order Item level

This leads to real usability gaps:

• No advanced search across multiple fields
• No clear distinction between person and organization
• No role-based filtering
• Limited usability for large datasets

👉 In short:
Finding the right Business Partner becomes harder than it should be.

What Users Expect from Modern CRM Systems

If you look at Salesforce or the old SAP CRM solution, the benchmark is already set.

Users expect:

• Search by Business Partner ID
• Search by first name, last name, or company name
• Filters for:
  • Partner role
  • Category (person vs organization)
• A fast and responsive F4 value help dialog

👉 This is not innovation —
👉 This is baseline functionality.

What Happens in SSCv2 Projects Today

Because this capability is missing, projects follow the same pattern again and again:

1. Custom Development on SAP BTP

• Build a Business Partner search service (CAP or RAP)
• Implement custom UI components (UI5 or mashups)

2. Integration with S/4HANA

• Connect to Business Partner APIs
• Replicate search logic and filtering

3. UI Workarounds

• Embed mashups into SSCv2
• Use external hooks and custom fields

Our Customer Influence Request: How You Can Help

To address this, we have submitted a Customer Influence Request to SAP:

👉 Enhanced Business Partner Value Help at Item Level

The objective is simple:

• Standardize partner selection on item level
• Reduce custom development
• Improve usability for end users

If you are working with SSCv2, chances are high that you have faced this issue.

👉 Support the request on the SAP Customer Influence portal

Your vote helps to:

• Increase visibility within SAP
• Accelerate prioritization
• Improve SSCv2 for all customers

Final Thought

The success of a CRM system is not defined by big features alone. It is defined by how well it supports daily user tasks.

And today, one of those everyday tasks — finding and assigning the right Business Partner at item level — still needs improvement in SSCv2. We believe the Customer Influence request we’ve raised will help strengthen SAP Sales and Service Cloud v2 and enable SAP, the original pioneer of CRM, to regain momentum in this space.