---
title: SAP Service Cloud V2
slug: q9nc0093
canonical_url: https://docs.coveo.com/en/q9nc0093/
collection: integrations
source_format: adoc
---
# SAP Service Cloud V2

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You can integrate SAP Service Cloud V2 with Coveo to surface a secure, AI-powered [hosted search page](https://docs.coveo.com/en/2866.md) alongside cases in the agent workspace.

## About SAP Service Cloud V2

[SAP Service Cloud V2](https://help.sap.com/docs/CX_NG_SVC) is a customer service application that agents use to manage cases and customer interactions.

## Why use Coveo with SAP Service Cloud V2?

Give support agents relevant answers where they already work, without leaving the SAP Service Cloud V2 workspace.

* Agents resolve cases faster with AI-powered search embedded next to their cases.

* Content stays secure because search results respect each user's identity.

* You deploy a search experience quickly by reusing an existing Coveo hosted search page.

## Recommended integration architecture

A Coveo [hosted search page](https://docs.coveo.com/en/2866.md) is embedded in the SAP Service Cloud V2 workspace through an HTML mashup.
A SAML [identity provider](https://docs.coveo.com/en/242.md) (for example, Okta) authenticates users so that queries run as authenticated requests and content is retrieved based on each user's identity.

The following architecture diagram shows the required integration components and the resulting interactions between the Coveo Platform and SAP Service Cloud V2.

![SAP Service Cloud V2 integration diagram | Coveo](https://docs.coveo.com/en/assets/images/integrations/sap-service-cloud-v2-integration-diagram.svg)

| 1 | The HTML mashup points an iframe at the Coveo hosted search page URL. |
|---|---|
| 2 | The Coveo hosted search page redirects unauthenticated users to the SAML identity provider (for example, Okta) for sign in. After authentication, the identity provider  returns a search token so that search queries run as authenticated requests. |
| 3 | The Coveo hosted search page sends authenticated search query requests to the Coveo Search API. The Search API returns results and AI generated answers, retrieved based on each user's identity, back to the page. |
| 4 | The Coveo hosted search page sends analytics data to the Coveo Platform, where it can support machine learning models that improve relevance. |

## Prerequisites

Before you start, make sure you have the following:

* The [required privileges](https://docs.coveo.com/en/1656.md#required-privileges) to view or edit the [**Search Pages**](https://platform.cloud.coveo.com/admin/#/orgid/search/search-pages/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/search/search-pages/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/search/search-pages/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/search/search-pages/)) page and associated panels in the [Coveo Administration Console](https://docs.coveo.com/en/183.md).

* Content indexed in your [Coveo organization](https://docs.coveo.com/en/185.md) that you want your service agents to find through the embedded hosted search page.

* The [**Modify authentication provider** privilege](https://docs.coveo.com/en/1707.md#modify-authentication-provider-domain) to manage SAML authentication.

* An SAP Service Cloud V2 account with the permissions to create HTML mashups and add them to a workspace.

## Integrate SAP Service Cloud V2 and Coveo

Follow these steps to embed a Coveo hosted search page in SAP Service Cloud V2 and verify that agents can search securely.

### Step 1: Create a hosted search page

Create a [hosted search page](https://docs.coveo.com/en/1656.md) in your [Coveo organization](https://docs.coveo.com/en/185.md) to serve as the search experience you embed in SAP Service Cloud V2.

### Step 2: Configure SAML authentication in Coveo

[Configure a SAML identity provider](https://docs.coveo.com/en/91.md#create-a-search-api-saml-authentication-provider) to enable single sign-on for the hosted search page within SAP Service Cloud V2.

### Step 3: Share the hosted search page with single sign-on

Follow [Integrate a hosted search page in SAP Service Cloud V2](https://docs.coveo.com/en/q9a90262.md) to share the page with the **Manage access with single sign-on** option, create the HTML mashup, and add it to a workspace section or tab in SAP Service Cloud V2.

## Considerations

* **Initial feature scope**

  The initial release supports a Coveo hosted search page with SAML authentication.
  More features and deeper integrations are expected in future releases.

* **Secured content requires SAML**

  Identity-based access to secured content depends on the SAML identity provider configured for the hosted search page.

## What's next?

* See [About Coveo for SAP Service Cloud V2](https://docs.coveo.com/en/q9a80248.md) for an overview of the solution, how it works, and when to use it.

* See the [Integration directory](https://docs.coveo.com/en/q7ki1127.md) for other Coveo integration opportunities.