SAP Cloud for Customer Customer Relationship Management (CRM) Software Administrator Guide

2016-03-09

SAP Cloud for Customer Administrator Guide

Content

1

1.1

1.2

1.3

1.4

About SAP Cloud for Customer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

11

SAP Cloud for Customer Feature Matrix. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

12

SAP Cloud for Sales: Solution Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

21

SAP Cloud for Service: Process Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

22

System and Software Requirements Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

23

Hardware & Network. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

24

Browsers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

26

Languages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

30

Add-Ins. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

32

2

2.1

Getting Started. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

34

Creating Administrators in SAP Cloud for Customer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

35

Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

35

2.2 Getting Started for SAP Cloud for Sales and Marketing Administrators. . . . . . . . . . . . . . . . . . . . . . . . .

38

Creating Administrators in SAP Cloud for Customer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

38

Prepare and Configure Your Implementation Project. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

41

Create or Upload Job Definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

41

Setting Up Your Sales Organization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

43

Enter or Migrate Employee Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

46

Enable Single Sign-On. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

46

Adapting the User Interface for Your Company. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

47

Configuring Business Roles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

49

Create Business Roles (optional). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

50

Migrate Adaptation Changes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

50

Maintain Business Users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

51

Set Up Retail Execution (optional). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

51

More Tasks for Getting Started for SAP Cloud for Sales and Marketing Administrators. . . . . . . . . . .

52

2.3 Getting Started for SAP Cloud for Service Administrators. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

57

Setup and Configuration Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

58

2.4 Getting Started for SAP Cloud for Social Engagement Administrators. . . . . . . . . . . . . . . . . . . . . . . . .

64

Setup and Configuration Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

65

2.5 Getting Started for Industries Administrators. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

73

2.6 Getting Started for HTML5. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

73

Setup and Configuration Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

74

2.7 Usage Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

75

Performance Reports : Usage and Response Times. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

78

2.8 Control Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

83

2

© 2016 SAP SE or an SAP affiliate company. All rights reserved.

SAP Cloud for Customer Administrator Guide

Content

Systems Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

83

System Availability Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

86

Maintenance Schedule Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

86

Contact Details Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

88

User Subscriptions Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

90

2.9 Background Jobs Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

93

Business background. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

93

Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

94

2.10 Monitoring Background Jobs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

95

Business background. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

96

Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

96

2.11 Create Business Data Using Microsoft Excel®. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

97

2.12 Export Business Data Using Microsoft Excel®. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

98

2.13 About Incidents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

100

Business background. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

100

Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

103

Handling Incidents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

111

2.14 Change Projects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

123

3

3.1

Scoping. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

125

How Scoping Works. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

125

3.2 Enabling Features in Scoping for SAP Cloud for Sales. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

126

Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

127

3.3 Enabling Features in Scoping for SAP Cloud for Service or SAP Cloud for Social Engagement. . . . . . . .

134

Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

135

3.4 Enabling Features in Scoping for Industries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

144

3.5 Enabling SAP CRM Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

144

3.6 Enabling SAP ERP Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

147

3.7 External Customer Service Portal Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

148

4

4.1

Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Enabling SAP CRM Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

149

150

4.2 Enabling SAP ERP Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

152

4.3 Installing the SAP Cloud for Customer Add-In for Microsoft Outlook®. . . . . . . . . . . . . . . . . . . . . . . . .

153

Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

153

4.4 Getting Started with the SAP Cloud for Customer Add-In for IBM Lotus Notes® for Administrators

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

155

Prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

155

Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

156

4.5 Integration with SAP Real-Time Offer Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

166

Process Flow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

167

4.6 Partner Channel Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

173

SAP Cloud for Customer Administrator Guide

Content

© 2016 SAP SE or an SAP affiliate company. All rights reserved.

3

Setting Up Your Partner Portal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

173

Activating Deal Registration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

179

4.7 Avention Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

181

Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

182

4.8 Enabling SAP Real Time Communicator by Genband. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

184

4.9 External Customer Service Portal Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

185

Configuring an External Customer Service Portal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

186

4.10 Computer Telephony Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

187

Prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

188

Architecture. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

189

Enabling Inbound Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

191

Enabling Outbound Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

193

Creating a Security Certificate for HTTPS-Enabled Computer Telephony Integration (CTI). . . . . . .

194

Live Activity - Chat Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

196

Simulate CTI Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

198

Configuring CTI Integration for SAP Contact Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

199

4.11 Service Explorer Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

200

Business background. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

200

Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

201

4.12 Communication Systems Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

202

Business background. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

203

Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

203

4.13 Communication Arrangements Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

204

Business background. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

205

Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

205

4.14 Mashups and Web Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

215

Mashup Categories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

219

Mashup Web Services Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

230

Create a Mashup Web Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

232

Mashup Authoring Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

234

Flexibility Change Log Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

237

Configuring External Search Sources. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

239

Configuring Bing Maps for Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

240

Configuring Knowledge Base Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

241

VIDEO: Creating a Knowledge Base Mashup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

243

Configuring the URL Shortener. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

244

Configuring the Chat URL Generator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

244

VIDEO: Enabling Chat for SAP Cloud for Customer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

245

Configuring Klout. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

246

Setting up a Mashup Web Service for SAP Social Media Analytics by NetBase. . . . . . . . . . . . . . . .

246

Web Service Message Monitoring Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

249

4

© 2016 SAP SE or an SAP affiliate company. All rights reserved.

SAP Cloud for Customer Administrator Guide

Content

4.15 Data Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

251

Material Replication Requests Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

251

Update Business Roles in Cloud for Customer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

254

Managing Organizational Structures Replication Requests. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

255

Working in the Employee Staging Area. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

258

Custom Countries for Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

261

Integrating Work Ticket in Cloud with SAP ERP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

262

Setting Up OData Notifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

263

4.16 Configuring Integration Monitoring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

265

Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

266

4.17 Configuring Code Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

268

Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

269

Configuring Automatic Code List Mapping. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

270

Configuring Manual Code List Mapping. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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5

5.1

Data Migration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

276

Configuring Data Integration and Maintenance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

277

5.2

Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

277

Configuration: Prepare for Data Migration in a First Implementation. . . . . . . . . . . . . . . . . . . . . . . . . .

279

5.3 Uploading Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

280

5.4 Recommended Sequence for Uploading Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

283

5.5 Mass Data Maintenance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

284

5.6 Include Roles When You Upload Employee Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

286

5.7 Assign Business Roles to Employees During Employee Replication. . . . . . . . . . . . . . . . . . . . . . . . . .

286

5.8 Configuration: Migration of Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

287

Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

288

Follow-On Activities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

289

5.9 Migrating Account Hierarchies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

289

Prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

289

Business background. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

289

Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

289

Follow-On Activities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

292

5.10 Uploading Territories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

292

5.11 Migration of Social Media User Profiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

293

Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

294

Follow-On Activities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

294

5.12 Enabling Microsoft Outlook® for Sales Users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

294

What to Know Before Using Microsoft Outlook. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

295

Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

295

6

6.1

Fine-Tuning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

297

How the Activity List Works. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

297

SAP Cloud for Customer Administrator Guide

Content

© 2016 SAP SE or an SAP affiliate company. All rights reserved.

5

6.2 General Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

298

Choosing a Default Client. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

299

Configuring Job Definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

302

Configuring Employees. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

306

Configuring Activities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

307

Configuring Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

312

Configuring Currencies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

319

Maintaining Quantities and Units of Measure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

323

Enable Single Sign-On. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

326

E-Mail and Fax Queues Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

326

Form Template Selection Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

328

Output Channel Selection Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

329

Configuring Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

331

Party Processing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

342

Predetermining URLs for Direct Navigation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

347

About Business Task Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

350

6.3 Sales and Marketing Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

350

Configuring Leads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

352

Configuring Opportunities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

360

Configuring Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

364

Configuring Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

367

Configuring Sales Planning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

381

Quick Guide for Price Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

384

Quick Guide for Overall Customer Discount. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

388

Retail Execution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

389

Configuring Marketing Permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

403

Territories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

405

Configuring Response Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

415

Configuring the Deal Finder. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

416

Configuring the Influencer Map. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

421

E-Mail Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

423

Activating Direct E-Mail Campaigns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

428

Configuring SMS Blasts for Campaigns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

429

Configuring Consumer Product Extended. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

430

6.4 Service and Social Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

434

Enable SAP Multiresource Scheduling (MRS) Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

435

Enabling Resource Scheduler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

439

Configuring Installed Base. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

441

Complaint Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

445

Configuring Maintenance Plans. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

446

Configuring Individual Customers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

454

6

© 2016 SAP SE or an SAP affiliate company. All rights reserved.

SAP Cloud for Customer Administrator Guide

Content

7

Configuring Tickets for Customer and Employee Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

459

Configuring Ticket Routing Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

465

Configuring Service Level Agreements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

470

Communication Channels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

477

Enabling Social Media Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

499

Configuring Social Media Message Prioritization Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

500

Creating or Editing a Social Media Message Import Run. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

503

Adapting Support Portal Screens. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

509

Enabling Partner Support via Support Portal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

512

Configuring Organizational Structures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

513

Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

513

VIDEO: Setting Up Service Teams. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

518 7.1

8

8.1

User Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

519

Business Users Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

520

Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

520

8.2 Configuring Business Roles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

526

Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

527

Create Business Roles Manually. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

527

Replicate Business Roles in the Staging Area. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

554

Edit Business Roles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

555

Delete Business Roles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

555

Assign Business Users to Active Business Roles Manually. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

556

Restrict Access to Work Centers, Views, or Fields. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

556

8.3 Partner Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

561

Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

562

8.4 Creating Employee Delegates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

563

8.5 Data Privacy Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

564

Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

565

9

9.1

Adaptation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

567

Adding Company-Specific Help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

568

9.2 Adapting the User Interface for Your Company. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

569

Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

569

9.3 Configuring Code List Restrictions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

571

Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

571

9.4 Migrate Adaptation Changes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

573

9.5 Custom Business Objects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

574

Creating a Custom Business Object. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

574

Modeling a Custom Business Object: General. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

575

Enhancing the Script Files for Custom Business Object. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

578

SAP Cloud for Customer Administrator Guide

Content

© 2016 SAP SE or an SAP affiliate company. All rights reserved.

7

Transporting to Productive Tenant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

579

9.6 Administrator Adaptation Quick Guide (HTML5). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

580

Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

581

9.7 Administrator Adaptation Quick Guide (Microsoft Silverlight®). . . . . . . . . . . . . . . . . . . . . . . . . . . . .

590

Business background. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

591

Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

591

9.8 Extension Fields Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

597

Business background. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

597

Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

599

Create an Extension Field. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

602

Maintain Microsoft Excel® Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

604

Create a Mashup for an Extension Field. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

605

9.9 Layout Change History. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

606

9.10 Master Template Maintenance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

607

9.11 Form Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

611

Edit a Form Template. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

613

Create a Form Template. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

615

Create a Translation or Country-Specific Variant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

616

Edit the Name or Description of a Form Template. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

616

Download a Template Variant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

617

Upload a Form Template Variant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

618

Create an E-Mail Template. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

618

Use a Form Template as an E-Mail Attachment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

619

9.12 Translating and Adapting UI Texts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

620

10 Notifications, Workflow, and Approvals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

624

10.1 Configuring Workflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

625

Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

625

Send E-Mail Notifications to Visit Attendees and Visit Contacts. . . . . . . . . . . . . . . . . . . . . . . . . .

629

10.2 Configuring Organizational Work Distribution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

629

Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

630

10.3 Configuring Employee Work Distribution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

631

Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

632

10.4 Configuring Approval Processes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

633

Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

634

10.5 Creating Employee Delegates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

637

Configuring Notifications for Delegates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

638

10.6 Enabling Approval Processes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

639

Prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

640

Business background. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

643

Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

646

10.7 Notification – Opportunity Stalled. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

648

8

© 2016 SAP SE or an SAP affiliate company. All rights reserved.

SAP Cloud for Customer Administrator Guide

Content

10.8 Notification – Lead Aging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

648

11 Mobile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

650

11.1 About Mobile Device Administration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

650

11.2 Adding Custom Reports to SAP Customer Insight. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

651

11.3 Adding Extension Fields to Smartphones and Tablets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

652

11.4 Enabling Offline Mode for extended edition. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

653

11.5 Enabling Extension Fields for iPad Offline Mode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

655

11.6 iPad Offline Mode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

657

Supported Item Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

658

11.7 Defining External iOS App Navigation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

666

11.8 Configuring SAP Customer Insight for Marketing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

667

Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

667

SAP Customer Insight for Marketing: Social Media Tiles Integration. . . . . . . . . . . . . . . . . . . . . . .

669

12 Industry Solutions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

673

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

673

12.1 Automotive. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

674

Enabling Features in Scoping for SAP Cloud for Customer for Automotive. . . . . . . . . . . . . . . . . . .

675

Getting Started for Automotive Administrators. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

676

12.2 Apparel and Footwear . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

677

Enabling Features in Scoping for SAP Cloud for Customer for AFS. . . . . . . . . . . . . . . . . . . . . . . .

678

Getting Started for SAP Cloud for Customer for AFS Administrators. . . . . . . . . . . . . . . . . . . . . . .

682

12.3 High Tech. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

688

Configuring Design Win Exchange. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

689

12.4 Banking. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

692

Enabling Features in Scoping for SAP Cloud for Customer for Banking. . . . . . . . . . . . . . . . . . . . .

693

Getting Started for SAP Cloud for Customer for Banking Administrators. . . . . . . . . . . . . . . . . . . .

698

12.5 Higher Education and Research. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

702

Enabling Features in Scoping for SAP Cloud for Higher Education and Research. . . . . . . . . . . . . .

702

Getting Started for SAP Cloud for Higher Education and Research. . . . . . . . . . . . . . . . . . . . . . . .

704

12.6 Insurance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

706

Enabling Features in Scoping for SAP Cloud for Customer for Insurance. . . . . . . . . . . . . . . . . . . .

707

Getting Started for SAP Cloud for Customer for Insurance Administrators. . . . . . . . . . . . . . . . . . .

710

12.7 Retail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

720

About this document. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

720

Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

721

Enabling Features in Scoping for SAP Cloud for Customer for Retail. . . . . . . . . . . . . . . . . . . . . . .

722

Getting Started for SAP Cloud for Customer for Retail Administrators. . . . . . . . . . . . . . . . . . . . . .

725

Retail Scenarios. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

730

12.8 Utilities B2B Sales. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

731

Salient Features of the Utilities B2B Sales Solution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

732

SAP Cloud for Customer Administrator Guide

Content

© 2016 SAP SE or an SAP affiliate company. All rights reserved.

9

Enabling Features in Scoping for SAP Cloud for Customer for Utilities B2B Sales. . . . . . . . . . . . . .

734

Getting Started for Utilities B2B Sales Administrators. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

737

12.9 Utilities Contact Center Administrator Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

740

About SAP Cloud for Customer Utilities Contact Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

740

Configure Integration with ERP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

756

Setup your Utilities Contact Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

777

Extensibility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

782

Monitoring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

798

Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

798

12.10 Professional Services Administrator Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

799

What's New and What's Changed in November 2015. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

799

About SAP Cloud for Customer for Professional Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

800

Set-up Professional Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

801

Configure Integration with ERP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

803

(Optional) Implement Interfaces to Connect to External Systems. . . . . . . . . . . . . . . . . . . . . . . . .

811

Configure Business Scenarios. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

812

Monitoring and Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

820

10

© 2016 SAP SE or an SAP affiliate company. All rights reserved.

SAP Cloud for Customer Administrator Guide

Content

1 About SAP Cloud for Customer

SAP Cloud for Customer provides insight and support for relationships, collaboration, and business processes.

Solution Overview

Figure 1: SAP Cloud for Customer Solution Overview

Aligning your organization around your customer is now more important than ever. Your marketing, sales, and customer service teams are the front line to your customer. You can harness the power of the end-to-end enterprise, along with deep customer insight and personalized engagement, to stand out from the competition and deliver a relevant experience at every step of your customer's journey.

For an overview of the product and feature matrix, see the

SAP Cloud for Customer Feature Matrix [page 12]

.

System and Software Requirements

For more information, see the SAP Cloud for Customer System and Software Requirements for SAP Cloud for

Customer on http://help.sap.com/cloud4customer .

SAP Community Network

Engage with the SAP Cloud for Customer community on SAP Community Network (SCN), at http://scn.sap.com/ community/cloud-for-customer !

SAP Cloud for Customer Administrator Guide

About SAP Cloud for Customer

© 2016 SAP SE or an SAP affiliate company. All rights reserved.

11

Copyright and Trademarks

© 2015 SAP SE or an SAP affiliate company. All rights reserved.

To view the copyright in its entirety, along with important disclaimers and trademark information, see Copyright and Trademarks .

SAP Cloud for Customer Feature Matrix [page 12]

SAP Cloud for Sales: Solution Overview [page 21]

A high-level graphic and description of the steps in the sales process give you a bird's eye view of how the

SAP solution can help your sales team.

SAP Cloud for Service: Process Overview [page 22]

This topic displays the overview process for SAP Cloud for Customer for Service.

System and Software Requirements Overview [page 23]

Graphical overview of the system and software requirements for SAP Cloud for Customer.

1.1 SAP Cloud for Customer Feature Matrix

Your SAP Cloud for Customer solution is based on one or more of the following separately purchased base products:

● SAP Cloud for Sales

● SAP Cloud for Service

● SAP Cloud for Social Engagement

Note

There are additional license options you can purchase to extend your solution including those available for industries.

The following provides an overview of which features are available within each base product.

12

© 2016 SAP SE or an SAP affiliate company. All rights reserved.

SAP Cloud for Customer Administrator Guide

About SAP Cloud for Customer

Table 1: SAP Cloud for Sales

Included Work Centers

Home Page

Feed

Account Hierarchy

Activities

Activity Planner

Administrator

Analysis

Business Analytics

Business Configuration

Business Partners

Competitors

Customers

Data Integration

Data Privacy Management iPad Offline

Library

Marketing

Mass Data Maintenance

Partners

SAP Cloud for Customer Administrator Guide

About SAP Cloud for Customer

Included Work Center Views

ALL

Note

The home page is available to all users and does not re­ quire a specific work center assignment.

Note

If you make changes to the home page in SAP Cloud for

Customer, or in the SAP Customer Insight app for iPad®, then your changes are reflected in both places.

Note

If your organization plans to use the

SAP Jam Feed

work center view, then you must have a separate SAP Jam li­ cense.

ALL

ALL

ALL

ALL

ALL

ALL

ALL

ALL

ALL

ALL

ALL

ALL

ALL, except:

Service and Social Settings

ALL, except:

Service Overview

ALL

ALL

ALL

© 2016 SAP SE or an SAP affiliate company. All rights reserved.

13

Included Work Centers

People

Products

Sales

Service Control Center

Surveys

Visits

Table 2: SAP Cloud for Service

Included Work Centers

Home Page

Feed

Account Hierarchy

Activities

Activity Planner

14

© 2016 SAP SE or an SAP affiliate company. All rights reserved.

Included Work Center Views

ALL

Note

If your organization plans to use SAP Jam groups, then you must have a separate SAP Jam license.

ALL, except:

Registered Products

and

Warranties

ALL

ALL

ALL

ALL

Included Work Center Views

ALL

Note

The home page is available to all users and does not re­ quire a specific work center assignment.

Note

If you make changes to the home page in SAP Cloud for

Customer, or in the SAP Customer Insight app for iPad®, then your changes are reflected in both places.

Note

If your organization plans to use the

SAP Jam Feed

work center view, then you must have a separate SAP Jam li­ cense.

ALL

ALL

Note

E-mail blasts are only supported in SAP Cloud for Sales.

ALL

SAP Cloud for Customer Administrator Guide

About SAP Cloud for Customer

Included Work Centers

Administrator

Analysis

Business Analytics

Business Configuration

Business Partners

Contracts

Customers

Customer Service

Data Integration

Data Privacy Management

Installed Base iPad Offline

Library

Mass Data Maintenance

People

SAP Cloud for Customer Administrator Guide

About SAP Cloud for Customer

ALL

ALL

ALL

ALL

Included Work Center Views

ALL, except:

Sales and Marketing Settings

Only:

●

Service Overview

●

Dashboard

●

Executive

●

Manager

●

Performance

●

Reports

ALL

Note

Target groups are not supported in SAP Cloud for Service.

ALL

ALL

ALL

ALL

ALL, except:

Social Media Messages

ALL

ALL

ALL

Note

If your organization plans to use SAP Jam groups, then you must have a separate SAP Jam license.

© 2016 SAP SE or an SAP affiliate company. All rights reserved.

15

Included Work Centers

Products

Service Control Center

Surveys

Tickets

Table 3: SAP Cloud for Social Engagement

Included Work Centers

Home Page

Feed

Account Hierarchy

Activities

16

© 2016 SAP SE or an SAP affiliate company. All rights reserved.

Included Work Center Views

Only:

●

Products

●

Product Categories

●

Registered Products

●

Warranties

ALL

ALL

Note

This work center is for users who need to view, but not work with, tickets.

Included Work Center Views

ALL

Note

The home page is available to all users and does not re­ quire a specific work center assignment.

Note

If you make changes to the home page in SAP Cloud for

Customer, or in the SAP Customer Insight app for iPad®, then your changes are reflected in both places.

Note

If your organization plans to use the

SAP Jam Feed

work center view, then you must have a separate SAP Jam li­ cense.

ALL

ALL

Note

E-mail blasts are only supported in SAP Cloud for Sales.

SAP Cloud for Customer Administrator Guide

About SAP Cloud for Customer

Included Work Centers

Activity Planner

Administrator

Analysis

Business Analytics

Business Configuration

Business Partners

Customers

Customer Service

Data Integration

Data Privacy Management iPad Offline

Library

Mass Data Maintenance

People

Products

SAP Cloud for Customer Administrator Guide

About SAP Cloud for Customer

Included Work Center Views

ALL

ALL, except:

Sales and Marketing Settings

Only:

●

Service Overview

●

Dashboard

●

Executive

●

Manager

●

Performance

●

Reports

ALL

ALL

ALL

ALL

Note

The social media features of SAP Cloud for Social Engage­ ment are only supported for individual customers.

Note

Target groups are not supported in SAP Cloud for Service.

ALL

ALL

ALL

ALL

ALL

ALL

ALL

Note

If your organization plans to use SAP Jam groups, then you must have a separate SAP Jam license.

Only:

●

Products

●

Product Categories

●

Registered Products

●

Warranties

© 2016 SAP SE or an SAP affiliate company. All rights reserved.

17

Included Work Centers

Service Control Center

Surveys

Tickets

Included Work Center Views

ALL

ALL

Note

This work center is for users who need to view, but not work with, tickets.

The following features are available through licensed options to extend your SAP Cloud for Customer solution:

Table 4: Additional SAP Cloud for Customer Options

Option

SAP Cloud for Customer, advanced user option

Features

● Deal finder

● Influencer map

● Lead Scoring

● Marketing Funds

● Field Service

18

© 2016 SAP SE or an SAP affiliate company. All rights reserved.

SAP Cloud for Customer Administrator Guide

About SAP Cloud for Customer

Option

SAP Cloud for Customer, B2B industry user option

Features

● SAP Cloud for Customer for High Tech

Table 5:

Work Center

Design Registration

Work Center Views

ALL

● SAP Cloud for Customer for Utilities

Table 6:

Work Center

Utilities

Work Center Views

ALL

● SAP Cloud for Customer for Retail

Table 7:

Work Center Work Center Views

Activities

Products

Offers

Stores

In addition to the standard views, the following retailspecific views are availa­ ble:

○

Store Events

○

Time Entry

○

In-Store Activity

In addition to the standard views, the following retailspecific view is available:

○

In-Store Products

ALL

ALL

Visits

Additional retail-specific views are delivered:

Visit

Planner

,

Routes

, and

Routing Rules

.

● SAP Cloud for Customer for Professional Services

Table 8:

Work Center View Additional Tab

Sales

Opportunities

Projects

● SAP Cloud for Customer for Banking

SAP Cloud for Customer Administrator Guide

About SAP Cloud for Customer

© 2016 SAP SE or an SAP affiliate company. All rights reserved.

19

Option

Parent topic: About SAP Cloud for Customer [page 11]

Related Information

SAP Cloud for Sales: Solution Overview [page 21]

SAP Cloud for Service: Process Overview [page 22]

System and Software Requirements Overview [page 23]

Features

Table 9:

Work Center

Customers

Work Center View

Household

● SAP Cloud for Customer for Automotive

Table 10:

Work Center

Products

Work Center View

Vehicle Management

● SAP Cloud for Customer for Consumer Packaged

Goods

Table 11:

Work Center

Activity Planner

Products

Sales

Marketing

Visits

Surveys

Work Center View

Activity Planner

,

Routing

Rules

Product Lists

Sales Orders

Promotions

Additional CPG-specific views are delivered:

Visit

Planner

,

Visits

,

Routes

, and

Tours

Surveys

20

© 2016 SAP SE or an SAP affiliate company. All rights reserved.

SAP Cloud for Customer Administrator Guide

About SAP Cloud for Customer

1.2 SAP Cloud for Sales: Solution Overview

A high-level graphic and description of the steps in the sales process give you a bird's eye view of how the SAP solution can help your sales team.

Overview

Figure 2:

To give your sales team the agility and power to find answers, engage in meaningful customer conversations, and deliver the right impact every time, salespeople need a new set of capabilities that enhance the selling process.

Going beyond the traditional approach to sales software, SAP Cloud for Sales is easy to use and equips your sales team to close more deals faster in today's complex selling environment.

● Customer Demand:

Recognition that there is a demand for your product in the marketplace through multiple channels

● Lead:

Capture information from potential clients or customers that can then lead to a sale

● Account and Contact:

Make fast account updates, get complete customer intelligence and keep everyone in the loop so that you and your team are delivering the right impact in every customer conversation

● Opportunity:

Accelerate sales wins by rapidly tracking activities, collaborating with internal teams, customers and partners, keeping tabs on the competition, and obtaining guided selling materials for each deal

● Sales Quote:

Create and submit quotes to align with your internal approval process

● Sales Order:

Utilizing the robust integration features available on the back end, you can also create sales orders

Parent topic: About SAP Cloud for Customer [page 11]

Related Information

SAP Cloud for Customer Feature Matrix [page 12]

SAP Cloud for Service: Process Overview [page 22]

System and Software Requirements Overview [page 23]

SAP Cloud for Customer Administrator Guide

About SAP Cloud for Customer

© 2016 SAP SE or an SAP affiliate company. All rights reserved.

21

1.3 SAP Cloud for Service: Process Overview

This topic displays the overview process for SAP Cloud for Customer for Service.

Overview

Figure 3:

You offer support through different communication channels such as e-mail, social media or phone calls to help customers get the maximum value from the product or service they have purchased. Agile customer service organizations are proactive and anticipate customer needs. You want to exceed customer expectations and drive the best customer service in your industry. One way you and your customers are achieving this goal is through the rapid deployment of SAP Cloud for Service.

● Incoming Communications

The process usually begins with an incoming customer communication. Customer service organizations need to provide choice in the way they offer support to customers, which means the ability to support different communication channels of contact, for example, e-mail, social media accounts, phone calls, and live chat.

● Processing

After customer contact, some steps are applied either automatically by the system or manually by certain roles in the customer service organization to make sense of the customer communication. This could mean text analysis for sentiment and keyword detection in the case of social media, or real-time lookup of matching customer information for a phone call. The end result is a ticket that describes the customer issue, identifies the customer, and a specific product. Additionally, the ticket could classify the problem, as well as what caused the issue. The ticket could specify how quickly the problem must be resolved and any keywords that describe the problem.

● Resolve Issue

A critical step in the overall process resolving the issue that caused the customer to contact service. If it is a simple inquiry, the agent may only need to provide an answer. In more complex cases, the agent may need to work in other systems to initiate a business process based on the customer request or order. Ease of use is critical for the agents. Ease of use translates into positive interactions with customers. The solution allows agents to provide the customers at the right time.

● Response

After the agent has analyzed the customer issue, the agent needs to respond to the customer. The system has the flexibility to respond either in the original communication channel or switch to a new method of communication.

● Close

At the end of the service process, the ticket is completed by the agent, and in some cases may allow the customer to confirm that the issue really has been resolved. This is the point where individuals, managers, or

22

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About SAP Cloud for Customer

teams can reflect on whether the process can be improved. The system supports this through analytics that provide feedback to the organization on whether they are meeting their own performance goals or benchmarks.

Parent topic: About SAP Cloud for Customer [page 11]

Related Information

SAP Cloud for Customer Feature Matrix [page 12]

SAP Cloud for Sales: Solution Overview [page 21]

System and Software Requirements Overview [page 23]

1.4 System and Software Requirements Overview

Graphical overview of the system and software requirements for SAP Cloud for Customer.

Click on the hyperlinks in the graphic to access detailed information on the respective topics.

●

Hardware Requirements [page 24]

●

Network Requirements [page 25]

●

Apps, Supported Operating Systems & Browsers [page 27]

●

Browser Settings [page 26]

●

General and Portal Settings [page 30]

●

Languages Supported [page 30]

●

Additional Software Requirements [page 32]

Parent topic: About SAP Cloud for Customer [page 11]

SAP Cloud for Customer Administrator Guide

About SAP Cloud for Customer

© 2016 SAP SE or an SAP affiliate company. All rights reserved.

23

Related Information

SAP Cloud for Customer Feature Matrix [page 12]

SAP Cloud for Sales: Solution Overview [page 21]

SAP Cloud for Service: Process Overview [page 22]

1.4.1 Hardware & Network

1.4.1.1 Hardware Requirements

Specifications for recommended hardware requirements for SAP Cloud for Customer.

Note

The recommended tablet devices have been tested for compatibility with SAP Cloud for Customer. Devices with similar specifications and capabilities (minimum Octane score of 6500 or higher) should be compatible, but have not been tested by SAP.

Minimum Desktop and Laptop Hardware Requirements

● Processor: Intel Core 2 Duo (2.4 GHz with a 1066 megahertz {MHz} front-side bus) or better

● Memory:

○ 32 bit OS: 4 gigabytes (GB), or more

○ 64 bit OS: 6 gigabytes (GB), or more

Recommended Tablet Hardware Requirements by Operating System

● Android

Samsung Galaxy Tab S2

○ Processor: 2 x quad-core CPU -- 1.9 and 1.3 gigahertz (GHz)

○ Memory: 3 gigabytes (GB)

○ Storage: 32 gigabyte (GB) internal flash memory

● iOS iPad Air 2

○ Processor: 1.5 gigahertz (GHz) tri-core, 64-bit CPU

○ Memory: 2 gigabytes (GB)

○ Storage: 64 gigabyte (GB) internal flash memory

● Microsoft Windows®

Surface Pro 3

○ Processor: quad-core Atom x7-Z8700

○ Memory: 8 gigabytes (GB)

○ Storage: 256 gigabyte (GB) hard disk

Lenovo ThinkPad Helix

○ Processor: Intel Core i7 3667U, 2.0 gigahertz (GHz)

○ Memory: 8 gigabytes (GB)

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○ Storage: 256 gigabyte (GB) hard disk

1.4.1.2 Target Resolution

SAP Cloud for Customer is best displayed at a screen resolution of 1280 x 768.

1.4.1.3 Network Requirements

Network hardware requirements for SAP Cloud for Customer.

Requirements by number of users:

● Small, trial: 1 mbps

● Medium, 50 users: 2 mbps

● Large, 100 users: 4 mbps

● Extra large, 250 users: 10 mbps

● XXL, 500 users: 20 mbps minimum

Minimum requirements:

● Upstream: 1 mbps

● Downstream: 1 mbps

● Latency: 200ms or better

Note

SAP Support may request wired networking during investigation of incidents.

1.4.1.4 Additional Software

The following additional software is required for SAP Cloud for Customer.

● Microsoft Silverlight® (minimum version 5.0)

Note

To access the functions under the

Administrator

work center, you will need to log in using Microsoft

Silverlight®.

● Adobe Reader 8.1.3 or higher

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25

1.4.2 Browsers

1.4.2.1 Browser Settings

The recommended browser settings are detailed in this topic.

Downloads

Downloading files should be enabled in your browser, since the SAP cloud solution can export files to your PC. If your browser supports restricting downloads by file type, you should enable at least the XML and CSV file types.

If your browser supports trusted sites, we recommend maintaining the download settings only for the Trusted

Sites security zone and adding the following URLs to this zone:

● Your system URL, or alternatively the general pattern to which the URL adheres, such as http://

*.ondemand.com

● Your system URL, or alternatively the general pattern to which the URL adheres, such as http://

*.ondemand.com

● The pattern https://*.sap.com

Pop-ups

The pop-up blocker should either be disabled, or the system URL should be registered as an exceptional site for the pop-up blocker. The remark about Trusted Sites from the Downloads section applies here as well.

Advanced Internet Options Settings in Internet Explorer

R

If you use Internet Explorer, make the following advanced Internet option settings:

● The browser should be configured to use HTTP 1.1, both for connections in general and for connections through a proxy.

● The user interface of the on-demand solution may react more quickly if you disable the setting

Do not save encrypted pages to disk

.

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1.4.2.2 Apps, Supported Operating Systems & Browsers

In this topic, you can find information on the devices, operating systems and browsers support for SAP Cloud for

Customer.

Device Applications

Table 12: Device Applications

Device

Apple iPad®

Apple iPhone®

Android™ phones

Supported Operating System iOS 8.0 and above iOS 8.0 and above

Android 4.4 and higher

App Availability

SAP Cloud4Customer on Apple App

Store

SAP Cloud4Customer on Apple App

Store

SAP Cloud4Customer on Google Play

Store

Note

Only native apps are supported on devices. Browsers supported for Microsoft Windows® touch based devices.

SAP Cloud for Customer, extended edition Applications

Note

For SAP Cloud for Customer, extended edition, container-based online and offline apps are supported for the devices listed in this table.

Table 13: Device Applications

Device

Apple iPad® Air 2 and above

Supported Operating System iOS 9 and above

Android™ Tablet

Microsoft Windows® 8 Tablet

Android 5.1 and higher

Microsoft Windows® 8.1

App Availability

SAP Cloud for Customer, extended edi­ tion on Apple App Store

SAP Cloud for Customer, extended edi­ tion on Google Play Store

SAP Cloud for Customer, extended edi­ tion on Windows Store

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27

HTML5 based Web Application for Desktops/Laptops

Note

For known issues and limitations on browsers in SAP Cloud for Customer, download the latest version of the

SAP Note 2194030

● Recommended : Tested and Recommended by SAP for best solution experience

● Supported: Tested and supported by SAP

● Compatible: Tested and supports most features

Table 14: Browser support for HTML5 based Web Application

Supported OS

Microsoft Windows® 7

Recommended

Supported

● Microsoft Internet Explorer® 11

● Google Chrome™ 46

● Microsoft Internet Ex­ plorer® 9*

● Microsoft Internet Ex­ plorer® 10*

● Firefox™ 40

* Support for access with Mi­ crosoft Internet Explorer® versions 9 and 10 ends May

2016.

Compatible

Microsoft Windows® 8.1

● Microsoft Internet Explorer® 11

● Google Chrome™ 46

● Firefox™ 40

Mac OS® X 10.10 “Yo­ semite”

● Apple Safari® 8

● Firefox™ 40 ● Google Chrome™ 46

Silverlight based Web Application for Desktops/Laptops

Note

For known issues and limitations on browsers in SAP Cloud for Customer, download the latest version of the

SAP Note 2194030

● Recommended : Tested and Recommended by SAP for best solution experience

● Supported: Tested and supported by SAP

● Compatible: Tested and supports most features

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Table 15: Browser Support for Silverlight based Web Application

Supported OS Recommended Supported

● Firefox™ 40

Microsoft Windows® 7 (32-bit or 64-bit)

● Microsoft Internet Ex­ plorer® 11 (this version supported only in desk­ top mode)

Microsoft Windows® 8.1

● Microsoft Internet Ex­ plorer® 11 (this version supported only in desk­ top mode)

● Firefox™ 40

Mac OS® X 10.10 “Yosemite”

● Apple Safari® 8

● Firefox™ 40

Compatible

SAP Cloud for Customer, extended edition Application for

Desktops/Laptops

Note

For known issues and limitations on browsers in SAP Cloud for Customer, download the latest version of the

SAP Note 2194030

● Recommended : Tested and Recommended by SAP for best solution experience

● Supported: Tested and supported by SAP

● Compatible: Tested and supports most features

Table 16: Browser support for SAP Cloud for Customer, extended edition Web Application

Supported OS Recommended

Supported Compatible

Microsoft Windows® 7

Microsoft Windows® 8.1

● Microsoft Internet Explorer®

11

● Google Chrome™ 42

● Microsoft Internet Ex­ plorer® 10*

● Microsoft Internet Ex­ plorer® 9*

* Support for access with Mi­ crosoft Internet Explorer® ver­ sions 9 and 10 ends May 2016.

● Microsoft Internet Explorer®

11

● Google Chrome™ 42

● Microsoft Internet Ex­ plorer® 10*

● Microsoft Internet Ex­ plorer® 9*

Mac OS® X 10.10 “Yo­ semite”

● Apple Safari® 8

● Google Chrome™ 42

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29

1.4.3 Languages

1.4.3.1 General and Portal Settings

Browser settings for language support.

General Language Settings

To ensure that SAP Cloud for Customer texts appear consistently in the same logon language, review the following three language settings:

● Before you log on to SAP Cloud for Customer, choose the preferred language from the

Language

dropdown list.

● After you log on, to define the preferred language, choose

Personalize My Settings Regional Settings

Language

.

● In the operating system itself, ensure that the preferred language is defined as the display language.

Note

If English is defined as the display language both of the operating system and under

Personalize My

Settings Regional Settings Language

, and if you log on to SAP Cloud for Customer in Spanish, then the texts that you see may not consistently appear in Spanish. Instead, a mixture of texts — in Spanish and English

— may appear.

Portal Language Settings

If your solution includes the SAP HANA Cloud Portal, Support Site Option, only one language pack per browser is fully supported. If more than one language is defined in the browser settings, widget and page content may not display as fully translated.

1.4.3.2 Languages Supported

Supported languages and restrictions for specific languages.

The SAP Cloud for Customer user interface is available in the following languages.

Note

Apart from languages supported in the standard solution, SAP Cloud for Customer allows you to add new languages that may need to be supported in your business. For more information, refer to the topic Translating and Adapting UI Texts in the Administrator Guide.

● AR — Arabic (Functional limitations for this language are described in the note below)

● BG — Bulgarian

● CS — Czech

● DA — Danish

● DE — German

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● EN — English

● ES — Spanish

● FI — Finnish

● FR — French

● HE — Hebrew (Functional limitations for this language are described in the note below)

● HU — Hungarian

● IT — Italian

● JA — Japanese

● KO — Korean

● NL — Dutch

● NO — Norwegian

● PL — Polish

● PT — Portuguese

● RU — Russian

● SK — Slovak

● SV — Swedish

● TH — Thai

● TR — Turkish

● ZH — Simplified Chinese

Note

Right-to-left languages (Arabic script and the Hebrew alphabet are written from right to left) are NOT

SUPPORTED for the following scenarios:.

● SAP Cloud for Customer, extended edition

Right-to-left languages are not supported in SAP Cloud for Customer, extended edition.

● SAP Cloud for Sales

For e-mail integration, analytics or maps. Moreover, the activity timeline, the deal finder, the influencer map, marketing attributes and document flow are only supported for left-to-right (LFR) languages.

● SAP Cloud for Service within the agent workspace for viewing the document flow and the creation of response templates.

Furthermore, while right-to-left languages are supported by Adobe pdf output forms, translated examples are not provided. Lastly, the use of the SAP Cloud for Customer Add-In for Microsoft Outlook® is not supported for right-to-left languages in SAP Cloud for Service.

● SAP Cloud for Customer for iPad® app

For contextual help, sales quote previews, the navigation bar, maps, or the analytics dashboard.

Note

Right-to-left languages are supported in online and offline mode alike.

● Industries

SAP Cloud for Customer industry solutions.

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31

1.4.4 Add-Ins

1.4.4.1 Additional Software Requirements

Additional software requirements for add-ins.

SAP Cloud for Customer delivers additional software to be installed, via the Download screen, for specific business purposes and end-users. When you launch the installer, you are prompted to install all the prerequisites packages listed for each below.

Add-In for Microsoft Excel® (version 4.0 or higher)

● Microsoft Office 2007, Microsoft Office 2010 or Microsoft Office 2013 (32-Bit)

● Microsoft .Net Framework 4.0 (Web Installer)

● Microsoft Visual Studio 2010 Tools for Office Runtime (VSTOR 2010) Redistributable (x86)

● Microsoft Visual Studio 2010 Tools for Office Runtime (VSTOR 2010) Redistributable (x64)

● Microsoft Windows Operating System

Add-In for Microsoft Outlook® (version 4.0 or higher)

● Microsoft Office 2007 or Microsoft Office 2010 or Microsoft Office 2013 (32-Bit or 64-Bit) or Microsoft Office

2016

Note

Microsoft Exchange™ 2010 and 2013 are supported, but Microsoft Office 365™ is not supported.

● Microsoft Office 2007 Primary Interop Assemblies or Microsoft Office 2010 Primary Interop Assemblies

● Microsoft .Net Framework 4.0 (Web Installer)

● Microsoft Visual Studio 2010 Tools for Office Runtime (VSTOR 2010) Redistributable (x86)

● Microsoft Visual Studio 2010 Tools for Office Runtime (VSTOR 2010) Redistributable (x64)

● Microsoft Windows Operating System up to and including Windows 8

Add-In for IBM Lotus Notes®

● Lotus Notes 9

● Lotus Notes 8.5.x

Add-In for CTI Client Adapter

● Microsoft Windows Operating System

Software Integration

To increase sales efficiency, large enterprises can integrate existing SAP ERP systems with SAP Cloud for

Customer. Existing installations of SAP Customer Relationship Management (SAP CRM) can also be integrated with SAP Cloud for Customer, where desired.

For more information about SAP ERP Integration with SAP Cloud for Customer (using PI), or about SAP CRM

Integration with SAP Cloud for Customer (using PI), visit SAP Service Marketplace page for SAP Cloud for

Customer.

Note

An SAP Service Marketplace user ID is required to access this information. If you do not have a user ID, then visit SAP Service Marketplace to request for a new user ID.

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For information about enabling integration for these solutions during scoping, see Enabling SAP ERP Integration and Enabling SAP CRM Integration in the IT Setup Guide.

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33

2 Getting Started

As an administrator, you'll need to know how to set up and configure your solution as well as perform some dayto-day operations.

Creating Administrators in SAP Cloud for Customer [page 35]

To be able to proceed with all other administrator tasks, you must first create one or more administrators from your initial user.

Getting Started for SAP Cloud for Sales and Marketing Administrators [page 38]

Administrators can use this checklist to set up the solution and complete the initial configuration, and also as a reference as they keep things running smoothly as they update settings.

Getting Started for SAP Cloud for Service Administrators [page 57]

Enabling scoping and configuring system and settings for SAP Cloud for Customer for Service.

Getting Started for SAP Cloud for Social Engagement Administrators [page 64]

Enabling scoping and configuring system and settings for SAP Cloud for Customer for Social Engagement.

Getting Started for Industries Administrators [page 73]

This topic contains references to the configuration topics for industry solutions.

Getting Started for HTML5 [page 73]

Follow steps in this topic to setup your default client to HTML5 and configure your system.

Usage Statistics [page 75]

Usage statistics provide application usage insights for the administrators that can be used to improve usability, performance, and management of the system. You can view these statistics under (Beta)

Administration work center under

IT Setup Usage and Response Time Reports Usage Statistics

.

The following key statistics are currently provided:

Control Center [page 83]

Learn where and how to check important system information like your tenant maintenance schedule, and your user subscriptions.

Background Jobs Quick Guide [page 93]

Jobs are an important part of how the application operates. A job is a scheduled instance of a mass data run. Users create mass data runs in the solution and then schedule them to run immediately, or regularly at a set time, or after another specified job. When the user schedules the run, the solution represents it as a job. There may be multiple jobs scheduled for one mass data run.

Monitoring Background Jobs [page 95]

In the

Background Jobs

view, you can monitor and reschedule mass data run jobs that are created by users in other work centers.

Create Business Data Using Microsoft Excel® [page 97]

You can use Microsoft Excel to create business data in your solution.

Export Business Data Using Microsoft Excel® [page 98]

Export different types of data from your SAP solution to Microsoft Excel. Then use Microsoft Excel to organize and analyze that data.

About Incidents [page 100]

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Getting Started

An incident is a non-standard occurrence in the system that interrupts the operation of a service, or may reduce the quality of a service immediately or in the near future.

Change Projects [page 123]

Use change projects to copy existing implementation project settings from a productive system to allow modification and testing of new settings.

2.1 Creating Administrators in SAP Cloud for Customer

To be able to proceed with all other administrator tasks, you must first create one or more administrators from your initial user.

When you first receive your SAP Cloud for Customer system, you must use the initial user to create a service agent. You will then use this service agent as an administrator to create other administrators and proceed with the rest of the system setup and configuration activities.

Caution

The initial user should only be used to create your service agent administrator.

Figure 4: Process to Create Administrators

Tasks

Create a Service Agent for Your Administrator

Note

This service agent is unrelated to customer service agents in SAP Cloud for Social Engagement or SAP Cloud for Service.

SAP Cloud for Customer Administrator Guide

Getting Started

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35

1. Log on to the system with the initial user and password provided by SAP.

2. Go to

Business Partners Service Agents

.

3. Choose

New

, then

Service Agent

.

4. Enter the relevant data, then save.

5. Choose

Request User

, then close.

Note

When a service agent is created, a corresponding business user is automatically created in the SAP Cloud for

Customer system. The business user has information on user attributes and access rights. You must next edit the business user to assign access rights.

Assign Work Centers and Views

1. Go to

Application and User Management User and Access Management Business Users

.

Note

After setting up the first administrator, you can access this same work center view under

Administrator

Users Business Users

.

2. From the

Show

dropdown list, select

All Business Users

, then choose

Go

to execute the query.

3. Highlight the business user you want to edit.

4. Choose

Edit

and select

Attributes

.

5. Enter and confirm the initial password.

6. Save your changes and choose

Edit Access Rights

.

7. Assign the relevant work centers and views and maintain the necessary access rights. Expand a work center to see all the associated views. You can then assign a subset of the views within a work center.

You can grant the administrator access to specific activities in the activity list by allowing access only to the corresponding business areas in the

Business Configuration

work center.

Note

You must assign access rights to all work centers where the administrator will be required to perform activities.

For more information, review the Recommended Business Roles and Work Center Assignments for SAP Cloud

for Customer.

For more general information on managing users and assigning access rights, see the Business Users Quick

Guide.

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Getting Started

Create Other Administrators

You must now use the service agent administrator to create one or more administrators. Proceed as follows:

1. Create an employee for each additional administrator. For more information, see

Configuring Employees

.

Note

When an employee is created, a corresponding business user is also automatically created in the SAP

Cloud for Customer system. The business user has information on user attributes and access rights.

2. We recommend that you create one or more administrator business roles to streamline access rights assignment and maintenance.

For more information, see: Configuring Business Roles.

3. Assign the newly created business users access rights by performing the steps in the Assign Work Centers and Views task above. If you have created administrator business roles, you can assign them under the

Business Role Assignment

tab while editing access rights.

4. Use these administrators to continue your first implementation project by completing the tasks in the following topics:

○ Getting Started for SAP Cloud for Social Engagement Administrators

○ Getting Started for SAP Cloud for Service Administrators

○ Getting Started for SAP Cloud for Sales Administrators

Lock the Initial User and the Service Agent Administrator

● You can lock the initial user and assign contact types to service agents in the

Define Administrators for Project

Team

activity.

Go to

Business Configuration Implementation Projects

. Select your implementation project and choose

Open Activity List

. Find

Define Administrators for Project Team

under

Prepare

or

All

.

● If you do not lock the initial user manually, it will be locked automatically upon completion of the

Confirm

Milestone: Go Live

activity.

● The service agent administrator should be used only for the First Implementation Project.

If the service agent is also an employee in your company, you need to create an additional employee for him or her during migration. After you go live, the service agent administrator should be locked.

Caution

Before locking the service agent administrator, ensure that at least one employee has unrestricted write access to the

Business Users

view in the

Administrator

work center.

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37

2.2 Getting Started for SAP Cloud for Sales and Marketing

Administrators

Administrators can use this checklist to set up the solution and complete the initial configuration, and also as a reference as they keep things running smoothly as they update settings.

As an administrator, you are responsible for setting up the solution and performing the necessary configuration, such as creating users. After you go live, you are also responsible for day-to-day support tasks, like user management and incident handling, and for making certain that the solution runs smoothly.

SAP Cloud for Sales includes the sales and marketing features of SAP Cloud for Customer.

For information on the system and software requirements, see SAP Cloud for Customer System and Software

Requirements for SAP Cloud for Customer on SAP Help Portal .

For information on the solution landscape and security, refer to the SAP Cloud for Customer Security Guide, available on SAP Service Marketplace at http://service.sap.com/cloud4customer . (An SAP Service

Marketplace user ID is required to access this information. If you, as an administrator, do not have a user ID, then visit SAP Service Marketplace — at http://service.sap.com/request-user — to request one.)

Note

Where Is My Administrator Tab?

You can only perform administration and adaptation tasks in the Microsoft Silverlight® client, which you can access as follows:

1. Log on to your solution in the HTML5 client as an administrator.

2. Choose

Adapt

Launch in Microsoft Silverlight® .

Only users with administrator rights can see these options.

When you switch to the Microsoft Silverlight® client, you'll see the administration and adaptation options, including the

Administrator

tab.

2.2.1 Creating Administrators in SAP Cloud for Customer

To be able to proceed with all other administrator tasks, you must first create one or more administrators from your initial user.

When you first receive your SAP Cloud for Customer system, you must use the initial user to create a service agent. You will then use this service agent as an administrator to create other administrators and proceed with the rest of the system setup and configuration activities.

Caution

The initial user should only be used to create your service agent administrator.

38

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Getting Started

Figure 5: Process to Create Administrators

Tasks

Create a Service Agent for Your Administrator

Note

This service agent is unrelated to customer service agents in SAP Cloud for Social Engagement or SAP Cloud for Service.

1. Log on to the system with the initial user and password provided by SAP.

2. Go to

Business Partners Service Agents

.

3. Choose

New

, then

Service Agent

.

4. Enter the relevant data, then save.

5. Choose

Request User

, then close.

Note

When a service agent is created, a corresponding business user is automatically created in the SAP Cloud for

Customer system. The business user has information on user attributes and access rights. You must next edit the business user to assign access rights.

Assign Work Centers and Views

1. Go to

Application and User Management User and Access Management Business Users

.

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Getting Started

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39

Note

After setting up the first administrator, you can access this same work center view under

Administrator

Users Business Users

.

2. From the

Show

dropdown list, select

All Business Users

, then choose

Go

to execute the query.

3. Highlight the business user you want to edit.

4. Choose

Edit

and select

Attributes

.

5. Enter and confirm the initial password.

6. Save your changes and choose

Edit Access Rights

.

7. Assign the relevant work centers and views and maintain the necessary access rights. Expand a work center to see all the associated views. You can then assign a subset of the views within a work center.

You can grant the administrator access to specific activities in the activity list by allowing access only to the corresponding business areas in the

Business Configuration

work center.

Note

You must assign access rights to all work centers where the administrator will be required to perform activities.

For more information, review the Recommended Business Roles and Work Center Assignments for SAP Cloud

for Customer.

For more general information on managing users and assigning access rights, see the Business Users Quick

Guide.

Create Other Administrators

You must now use the service agent administrator to create one or more administrators. Proceed as follows:

1. Create an employee for each additional administrator. For more information, see

Configuring Employees

.

Note

When an employee is created, a corresponding business user is also automatically created in the SAP

Cloud for Customer system. The business user has information on user attributes and access rights.

2. We recommend that you create one or more administrator business roles to streamline access rights assignment and maintenance.

For more information, see: Configuring Business Roles.

3. Assign the newly created business users access rights by performing the steps in the Assign Work Centers and Views task above. If you have created administrator business roles, you can assign them under the

Business Role Assignment

tab while editing access rights.

4. Use these administrators to continue your first implementation project by completing the tasks in the following topics:

○ Getting Started for SAP Cloud for Social Engagement Administrators

○ Getting Started for SAP Cloud for Service Administrators

○ Getting Started for SAP Cloud for Sales Administrators

40

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Getting Started

Lock the Initial User and the Service Agent Administrator

● You can lock the initial user and assign contact types to service agents in the

Define Administrators for Project

Team

activity.

Go to

Business Configuration Implementation Projects

. Select your implementation project and choose

Open Activity List

. Find

Define Administrators for Project Team

under

Prepare

or

All

.

● If you do not lock the initial user manually, it will be locked automatically upon completion of the

Confirm

Milestone: Go Live

activity.

● The service agent administrator should be used only for the First Implementation Project.

If the service agent is also an employee in your company, you need to create an additional employee for him or her during migration. After you go live, the service agent administrator should be locked.

Caution

Before locking the service agent administrator, ensure that at least one employee has unrestricted write access to the

Business Users

view in the

Administrator

work center.

2.2.2 Prepare and Configure Your Implementation Project

Administrators can set up and adapt the SAP Cloud for Customer solution to meet your company's specific business requirements by selecting capabilities to incorporate into your solution during scoping.

Context

Business Configuration Implementation Projects

is your starting point for setting up and configuring your

SAP Cloud for Customer solution. For more information about the general settings and procedures for editing your project scope, see the appropriate section relevant for you.

Procedure

2.2.3 Create or Upload Job Definitions

To create a list of the jobs required within your company, you can either enter job definitions manually or import them using the migration tool.

A job is a textual description of the duties of an employee as you would find it in the employment contract. The job consists of an ID and a name. It also has an expiry date, which initially is set to unlimited, but can be set to a specific date if a job should no longer be used.

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41

When employees are assigned or hired to an org unit, they require an association with a job in the system. The job then characterizes the employee assignment and is also used in to fulfill service-related tasks.

For more information on how to create job definitions, review the

Activity List

for your project, open the

Job

Definitions

activity and refer to the system documentation links,

Read About...

.

In the

Show

dropdown in this view, you can display jobs according to the following criteria:

●

Active (Unlimited Validity)

: Shows jobs that have no expiry date.

●

Active (Limited Validity)

: Shows jobs that have an expiry date in the future.

●

Inactive

: Shows jobs that are outside their validity period.

●

All

: Shows all jobs.

Parent topic: Configuring Job Definitions [page 302]

Tasks

Create a New Job

1. Click

New

. The

Define Job

screen appears.

2. Enter a

Job Name

and a

Job ID

.

Note

You cannot change the Job ID once the job has been saved.

3. Attach a

Job Description

, if required. To do this, click

Add

, and then attach your file or link.

You can replace a job description later, by editing the job and clicking

Replace

.

4. Click

Save

or

Save and Close

to save the new job.

Note

You can also create the next new job directly from this screen by clicking

New

.

The new job has been saved to the system and added to the

Job Definition

overview list that appears when you first access the work center view. Whether the job is

Active

,

Inactive

, or

Deprecated

depends on the expiry date.

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2.2.4 Setting Up Your Sales Organization

You can use organizational units to establish sales and marketing teams, which establishes your organizational structure as a prerequisite to going live.

As you set up your org structure under

Administrator Org Structures

, we recommend that you observe the following principles:

● The uppermost node of your org structure must be a

Company

.

● The node that you create directly below the

Company

node must be a

Sales Organization

.

Tip

Because a sales organization is required to process all corresponding sales documents – for example, leads, opportunities, and so on — we recommend that you define only one sales organization per org structure.

● The nodes that you create below the

Sales Organization

node must be

Sales Units

.

Tip

Within the org structure, multiple levels of sales units may be defined. Sales units represent the sales departments or offices where sales documents are initiated. Nodes for

Sales Units

can be defined below the

Sales Organization

node, or below the nodes of other sales units.

For more information on how to manually set up or import your organizational structure, go to the

Activity List

for your project, open the

Perform Organizational Structure Setup

activity and refer to the system documentation link,

Read About...

.

Important tasks

To establish your organizational structure, proceed as follows:

Creating the Company

1. Select

Administrator Org Structures

.

2. In the

Effective From

field, specify today's date.

3. Choose

New Org Unit

.

4. Under

Definitions

, select the

Company

checkbox for this org unit.

5. Under

Definitions

, specify the

Country of Registration

and

Default Currency

for this org unit.

Caution

The default currency that you specify will cascade downward to all subordinate sales units, and will appear, by default, on all sales documents.

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43

6. Under

Addresses

, specify a main address for this company.

Note

We recommend that no functions be maintained for this company.

7. Choose

Save and Close

.

Creating the Sales or Marketing Organization

1. Select

Administrator Org Structures

.

2. Select the org unit of the

Company

, then choose

Edit

.

3. Choose

New Org Unit

4. Specify the required entries under

General

,

Definitions

, and

Addresses

.

5. Under

Functions

, select the appropriate checkboxes from the following:

Sales

,

Sales Organization

, and

Marketing

.

6. Save your changes.

Creating Sales Units or Marketing Units

1. Select

Administrator Org Structures

.

2. Select the org unit under which you want to create a sales or marketing unit and choose

Edit Org Unit

.

3. Choose

New Org Unit

.

4. Specify the required entries under

General

,

Definitions

, and

Addresses

.

5. Under

Functions

, select

Sales

or

Marketing

or both.

6. Save your changes.

Activating the Organizational Structure

1. Select

Administrator Org Structures

.

2. Select the org structure to be activated.

3. Choose

Check Check Selected Structure

to ensure that the org structure is correct and consistent.

4. Choose

Activate Activate Selected Structure

.

Creating Job Definitions

A job is a textual description of the duties of an employee as you would find it in the employment contract. The job consists of an ID and a name. It also has an expiry date, which initially is set to unlimited, but can be set to a specific date if a job should no longer be used.

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When employees are assigned or hired to an org unit, they require an association with a job in the system. The job then characterizes the employee assignment and is also used in to fulfill service-related tasks.

In the

Show

dropdown in this view, you can display jobs according to the following criteria:

●

Active (Unlimited Validity)

Shows jobs that have no expiry date.

●

Active (Limited Validity)

Shows jobs that have an expiry date in the future.

●

Inactive

Shows jobs that are outside their validity period.

●

All

Shows all jobs.

To create job definitions, proceed as follows.

1. Choose

New

. The

Define Job

screen appears.

2. Enter a

Job Name

and a

Job ID

.

Note

You cannot change the Job ID once the job has been saved.

3. Attach a

Job Description

, if required. To do this, click

Add

, and then attach your file or link.

You can replace a job description later, by editing the job and clicking

Replace

.

4. Click

Save

or

Save and Close

to save the new job.

Note

You can also create the next new job directly from this screen by clicking

New

.

The new job has been saved to the system and added to the

Job Definition

overview list that appears when you first access the work center view. Whether the job is

Active

,

Inactive

, or

Deprecated

depends on the expiry date.

Assigning Managers to Organizational Units

As an administrator, you can identify an employee as a manager by defining that employee as the manager of an org unit. The manager of an org unit enjoys unique access privileges, and can access the data of his or her subordinates, using the

My Team

filter.

Note

Only one manager can be assigned to a particular org unit. Moreover, before an employee can be identified as the manager of an org unit, the employee must be assigned to that org unit. You can fulfill this requirement when the employee is created. For more information, see: Configuring Employees.

If this requirement is not fulfilled, ensure that the appropriate org unit and job definition are assigned to the employee. For more information, see: About Job Definitions.

To assign managers to org units, proceed as follows.

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1. Select

Administrator Org Structures

.

2. In the details section of the

General

tab, assign managers to the org units of your org structure.

3. On the

Definitions

tab, select the

Reporting Line Unit

checkbox for all org units to which you have assigned a manager.

4. Activate the org structure.

Note

If Territory Management is in scope, then ensure that the

Territory Management

work center is assigned to the business user of the manager.

2.2.5 Enter or Migrate Employee Data

You can create employee data either by entering employee data manually (entering one employee after another), or by using the migration tool to import a large number of employees at the same time.

Context

Procedure

1. For information on how to enter or migrate employee data, review the

Activity List

for your project, open the

Migration of Employee Data

activity and refer to the system documentation links,

Read About...

.

2. For more information about setting up employees in the solution, see

Configuring Employees

.

2.2.6 Enable Single Sign-On

You can enable single sign-on (SSO) for your users, offering them the convenience of logging on once to gain access to multiple features in the solution.

Single sign-on may also reduce the amount of lost password calls to your support desk. Microsoft Outlook

®

and

IBM Lotus Notes

®

support SSO.

For information about SSO and other security topics, see the

SAP Cloud for Customer Security Guide

on the SAP

Service Marketplace at http://service.sap.com/cloud4customer . An SAP Service Marketplace Open ID is required to access this information. If you, as an administrator, do not have a user ID, then visit the SAP Service

Marketplace at http://service.sap.com/request-user to request an ID.

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2.2.7 Adapting the User Interface for Your Company

Create company-wide branding consistency, by updating the user interface by adding logos, changing colors and images, and selecting a theme that best fits your company's logo and colors.

Tasks

Add a company logo, color, and background image

You can adapt the SAP solution to suit your company’s needs by adding your company logo and changing the color of the title bar. You can also set a default background image for the solution. For more information, see

Adapting Company Branding Images.

Users can change the default image that you set. For more information, see Personalizing My Background Image.

Note

If you use the skyline theme and users have screens larger than 14 in, more of the background image appears at the right and left edges of the screen.

If you have not specified a default background image and users have not defined a personalized image, the workspace spans the width of the screen.

Let users try the HTML5 client

If you have set the Microsoft Silverlight® client as the default client, you can allow your users to try the HTML5 client as follows:

1. Substitute your company's server address for

NNNNNN

in the following URL:

https:// myNNNNNN.crm.ondemand.com/sap/public/byd/runtime?client_type=html

.

2. Send this URL to users who want to experience the HTML5 client.

Users' logon information is the same, regardless of whether they log on with the Microsoft Silverlight client or the HTML5 client.

Note

Users must use this HTML5 trial link at every logon, otherwise the system reverts to the default client that you have set.

Change the default client

For more information about deciding which client is best for your organization, see Choosing a Default Client

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1. Choose

Adapt Company Settings Client

.

2. Choose the default client for your end users.

Change the theme

Note

● The HTML5 client requires the skyline theme. If you have defined the HTML5 client as your default client, you cannot change the theme.

● If you use the skyline theme and users have screens larger than 14 in, more of the background image appears at the right and left edges of the screen.

● If you have not specified a default background image and users have not defined a personalized image, the workspace spans the width of the screen.

You can choose a theme that best fits your company's logo or colors as follows:

1. Choose

Adapt Company Settings

.

2. Select the theme.

A preview of the theme you selected appears.

3. Save your changes.

The theme you chose appears for all users the next time they log on to the system.

Adapt screens

When you adapt a screen, your changes are applied across the organization.

● Home page

You can adapt the home page layout per role in HTML5 or in Microsoft Silverlight®. Find more information in the video below.

● All other screens

Adaptations for screens other than the home page should be done in Microsoft Silverlight.

1. Go to Microsoft Silverlight.

If your default client is HTML5, users with administration rights can switch to Microsoft Silverlight by choosing

Adapt

Launch in Microsoft Silverlight® .

2. Enter adaptation mode and make your changes.

For more information, see Administrator Adaptation Quick Guide

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2.2.8 Configuring Business Roles

Using business roles for common roles in your company saves time and helps you manage user access rights.

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

You can use roles to assign access to a large number of users easily. As roles change, you update access rights once, in the role, instead of having to update many users manually.

Business users must be activated and assigned access to the various work centers needed to perform their job functions by an administrator.

Create Business Roles Manually [page 527]

Create a role or copy an existing role and customize it by adding or removing work centers or views.

Replicate Business Roles in the Staging Area [page 554]

You can replicate roles from other systems. You can check the replicated roles in the staging area before they are activated in your SAP cloud solution.

Edit Business Roles [page 555]

When responsibilities in your company change, you can edit roles. If those roles are assigned to users, you should also update the users so that they have the updated role information.

Delete Business Roles [page 555]

If you find that you are no longer using certain roles, remove any user assignments and delete them.

Assign Business Users to Active Business Roles Manually [page 556]

You can assign business users to roles one at a time in the system.

Restrict Access to Work Centers, Views, or Fields [page 556]

As part of configuring roles, you can restrict access to entire work centers or views, restrict access to only some actions in a view, or you can hide fields or buttons entirely.

Important tasks

Related Information

VIDEO: Assigning User Access Rights by Roles [page 561]

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2.2.9 Create Business Roles (optional)

Business roles allow you to predefine access rights as a template that you can assign to multiple business users who are to perform similar business tasks.

For information about configuring and assigning business roles, see

Configuring Business Roles

.

2.2.10 Migrate Adaptation Changes

You can migrate adaptation changes from one system to another. Changes such as newly created page layouts, code list restrictions, page layout assignments, other adaptation changes, and so on can be migrated. The system downloads and uploads these changes in .xml format.

Context

Note

By default, for page layout assignments, the system only allows you to migrate instance types and not business roles.

Procedure

To export changes:

1. Go to

Adapt Export Layouts

.

2. In the

Select Page Layout

screen that appears, select the layout you want to export.

If you want to export all changes that were made in the system, select

All Layouts

.

The system saves the changes in .xml format.

To import the changes:

3. Log in to the appropriate system and go to

Adapt Import Layouts

.

4. In the

Import Adaptation from File

screen that appears, select the relevant .xml file and click

Apply

.

Your changes are visible in the system.

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2.2.11 Maintain Business Users

After you have created employees, you must edit their business user attributes and access rights.

Related Information

Business Users Quick Guide [page 520]

2.2.12 Set Up Retail Execution (optional)

You can use retail execution to plan, execute, and track in-store activities by sales personnel.

You can plan visits, activities, and create site surveys in the browser interface. Field sales personnel can use the mobile solution, SAP Cloud for Customer for iPad, to check in and check out of a site visit, fill out surveys, set tasks to complete, and create sales quotes that include a graphical customer signature.

Related Information

Enabling Features in Scoping for SAP Cloud for Sales [page 126]

Configuring Visits [page 389]

Designing Surveys [page 395]

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2.2.13 More Tasks for Getting Started for SAP Cloud for Sales and Marketing Administrators

Administratos can use this checklist to set up the solution and complete the initial configuration, and also as a reference as they keep things running smoothly as they update settings.

Getting Started for SAP Cloud for Sales and Marketing

Administrators

Administrators can use this checklist to set up the solution and complete the initial configuration, and also as a reference as they keep things running smoothly as they update settings.

Setup and Configuration Tasks

Activate and Set Up Territory Management (optional)

Territory Management encompasses all activities that are required to create and configure a hierarchy of sales territories, and to delegate responsibility at each level of this hierarchy to the appropriate sales representatives.

To activate Territory Management, see

Activating Territory Management

.

Define Rules for Lead Assignment (optional)

To ensure that all your incoming leads are processed efficiently, you can use lead assignment. For information, see

Defining Rules for Lead Assignment

.

Create Workflow Rules

You can create and edit workflow rules to automatically update fields, or send notifications. Notifications are sent to users to inform them when business objects have been changed in the system and about any tasks resulting from these changes. For more information, see

Workflow Rules Quick Guide

.

You can also enable notifications to be sent via e-mail. If you enable this option, then you can predetermine URLs for inclusion in such e-mails to ensure that your users navigate directly to specific items in your solution that require their attention. For more information, see

Configuring Workflow

.

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Configure Business Task Management

You can configure notifications to be sent for stalled leads and opportunities.

For more information, see

Lead Assignment

and

Notification -- Opportunity Stalled

.

Create or Migrate Product Categories and Product Data

It is important to have complete and accurate information about all the materials your company offers. This requires you to maintain both product categories and product data — either manually, or by using the migration tool.

For more information on how to maintain product categories, review the

Activity List

for your project, open the

Product Category Hierarchy

activity and refer to the system documentation link,

Read About...

.

For more information on how to maintain product data, review the

Activity List

for your project, open the

Migration of Materials

activity and refer to the system documentation link,

Read About...

.

For more information, see

Configuring Products

or

Configuring Product Categories

.

Configure Pricing

You can define pricing lists and customer discount lists so that pricing is automatically calculated in your business documents.

For more information about pricing lists, see the Quick Guide for Price Lists [page 384]

.

For more information about discount lists, see the Quick Guide for Overall Customer Discount [page 388] .

Note

You must have customers in the system to configure an overall customer discount.

Enable Map View

You can enable the use of the

Map View

option that is located under

Customers Accounts

and

Visits

Visit Planner

.

For more information, see Configuring Bing Maps for Accounts [page 240] .

Tip

We recommend that you review the data security considerations that relate to this activity, which are described in the Security Guide for SAP Cloud for Customer, located on SAP Service Marketplace at http:// service.sap.com/cloud4customer .

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Add Reports to SAP Customer Insight

You can configure which reports are visible in the SAP Customer Insight mobile application for iPad. For more information, see

VIDEO: Setting Up the Home Page and SAP Customer Insight

in the

Business Analytics Guide

for

SAP Cloud for Customer on SAP Help Portal .

You can also add custom reports that you have created. For more information, see Adding Custom Reports to

SAP Customer Insight [page 651]

.

Configure Involved Parties

You can automatically determine which business partners are involved parties for sales quotes, leads, opportunities, service tickets, or activities by using relationships, party roles and determination rules.

For more information, see

Party Processing

.

Enable SAP Jam Integration

Integrating your solution with SAP Jam enables you to:

● Use the SAP Jam feed

● Create and use groups for accounts, opportunities, products and service tickets

● Use work patterns to create SAP Jam groups for accounts, opportunities and tickets

For more information about SAP Jam, visit SAP Help Portal, at http://help.sap.com/sapjam .

To leverage the enterprise collaboration capability of SAP Jam in SAP Cloud for Customer — including the SAP

Jam feed and SAP Jam work patterns — refer to the corresponding integration guide on SAP Service Marketplace, at http://service.sap.com/cloud4customer .

Enable Integration with SAP Real-Time Offer Management (optional)

Integration with SAP Real-Time Offer Management (RTOM) is supported via SAP Cloud Applications Studio, also known as the SDK. If you integrate SAP Cloud for Customer with RTOM via the SDK, then you can adapt the

Accounts

tab to include fields for offers, then import offers that reside in RTOM into these accounts. Sales representatives can then identify offers that the account has accepted, and create leads from them.

For additional information, see

Integration with SAP Real-Time Offer Management [page 166] .

For information about SAP Cloud Applications Studio, visit SAP Help Portal, at http://help.sap.com/studio_cloud .

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Activate and Configure E-Mail Campaigns

If you plan to use e-mail marketing campaigns, you must first activate campaigns in project scoping. For more information, see

Activating E-Mail Campaigns [page 428]

.

You can set up e-mail templates to use for your campaigns. For more information, see

Templates for E-Mail

Campaigns [page 423]

.

You also need to set export file formats for target group contacts used in e-mail campaigns. For more information, see

Creating Campaign Export File Formats [page 428] .

Enable Avention Integration

Integration with Avention is an optional capability to import additional leads into the solution for use by your sales personnel.

For more information, see Avention Integration [page 181]

.

Configure the Deal Finder

If your solution includes the advanced user option, then you can enable the deal finder to allow users to easily identify leads based on topic and lead scores and add them to their pipeline.

For more information, see

Configuring the Deal Finder

.

Enable the Influencer Map

If your solution includes the advanced user option, then you can enable the influencer map, which allows sales users to view top influencers for contacts and employees and to redefine their perceived importance in driving sales.

For more information, see

Configuring the Influencer Map

.

Create Users for Partner Contacts

If you want to enable your partner contacts to access the solution, so that you can collaborate with them directly to drive sales with resellers and brokers, or indirect channel sales with distributors, then you must create users for them, as described under

Partner Contacts [page 561] . Once users are created for your partner contacts, then

you can assign either business roles or individual work centers or work center views to their users.

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Enable Partner Channel Management (optional)

You can scope your solution to activate partner channel management, enabling your users to manage partner programs in your solution, to manage funds for these partners (and monitor associated claims), and to record

loyalty management data for these partners. For more information, see Enabling Features in Scoping for SAP

Cloud for Sales [page 126]

.

You can also integrate Partner Channel Management in your solution with a partner portal, representing a specific implementation of the SAP HANA Cloud Portal. For more information about this option, see

Provisioning Your SAP

HANA Cloud Portal for SAP Cloud for Customer Partner Channel Management

on SAP Service Marketplace . For more information about the SAP HANA Cloud Portal, review the corresponding product documentation .

Activate Deal Registration (optional)

You can scope your system to activate deal registration, allowing channel partners to submit prospective deals for review by brand owners in your organization. Each prospective deal that is submitted in your solution corresponds to a pre-qualified lead that is unique to channel partners, and that brand owners can convert into an opportunity, if desired. For more information, see

Activating Deal Registration

in the.

Configure Design Win Exchange Process (optional)

If your solution includes the SAP Cloud for Customer, B2B industry user option, then you can enable the design win exchange process to support your organization's high-tech indirect channel sales.

For more information, see

Configuring Design Win Exchange [page 689]

.

Enable the Business Card Scanner to Create Leads (optional)

1. Purchase from ABBYY, at http://cloud.ocrsdk.com

, the appropriate number of licenses for business card scans for your company.

Note

Each business card scan counts as one A4 scan.

As a result, ABBYY sends you the application name and password.

2. Log on to your SAP solution as an administrator and choose

Administrator Mashup Web Services

Business Card Scanner Service

.

3. Choose

Enter API Keys

.

4. In the dialog box that appears, choose

Show API Keys

.

5. Enter the application and password that you received from ABBYY.

6. Save your entries.

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7. Back on the

Web Mashup Services

screen, select the

Business Card Scanner Service

and activate it.

Enable International Address Versions (optional)

You can scope your solution to enable international address versions for accounts, enabling users to record address information in multiple character sets — for example, in the Greek or Roman alphabets, in Cyrillic or Thai script, or in Simplified Chinese or Traditional Chinese, among others. For instructions on how to activate international address versions in your solution, see

Enabling Features in Scoping for SAP Cloud for Sales [page

126] .

Enable Evernote Integration (optional)

You can scope your solution to integrate your opportunities with Evernote. For instructions, see Enabling Features in Scoping for SAP Cloud for Sales [page 126] .

2.3 Getting Started for SAP Cloud for Service Administrators

Enabling scoping and configuring system and settings for SAP Cloud for Customer for Service.

As an administrator, you are responsible for setting up the system and making all the necessary initial settings, such as creating users, integrating an external knowledge base, and establishing teams for ticket routing. After you go live, you are also responsible for regular day-to-day tasks like user management and handling incidents as well as generally making sure the system runs smoothly.

SAP Cloud for Service includes the customer service features of SAP Cloud for Customer. For more information on the work centers and work center views included in the solution, see About SAP Cloud for Customer.

For information on the system and software requirements, see SAP Cloud for Customer System and Software

Requirements for SAP Cloud for Customer on SAP Help Portal .

For information on the solution landscape and security, refer to the SAP Cloud for Customer Security Guide, available on SAP Service Marketplace at http://service.sap.com/cloud4customer . (An SAP Service

Marketplace user ID is required to access this information. If you, as an administrator, do not have a user ID, then visit SAP Service Marketplace — at http://service.sap.com/request-user — to request one.)

Note

Where Is My Administrator Tab?

You can only perform administration and adaptation tasks in the Microsoft Silverlight® client, which you can access as follows:

1. Log on to your solution in the HTML5 client as an administrator.

2. Choose

Adapt

Launch in Microsoft Silverlight® .

Only users with administrator rights can see these options.

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When you switch to the Microsoft Silverlight® client, you'll see the administration and adaptation options, including the

Administrator

tab.

Setup and Configuration Tasks

Create Administrators

You must create one or more administrators from your initial user before proceeding with the rest of the tasks below. For more information, Creating Administrators in SAP Cloud for Customer.

Prepare and Configure Your First Implementation Project

Business Configuration Implementation Projects

is your starting point for setting up and configuring your

SAP Cloud for Customer solution. Administrators can set up and adapt the SAP Cloud for Customer solution to meet your company's specific business requirements by selecting capabilities to incorporate into your solution during scoping. For more information about the general settings and procedures for editing your project scope, see Prepare the First Implementation Project.

Table 17: Key Tasks and Activities for Customer Service Features

Phase Activity

Edit Project Scope

Activity List

In your SAP solution, scoping is the process of matching your individual business re­ quirements to predefined solution capabilities using the business adaptation catalog.

The catalog structures all available capabilities for the solution into a hierarchy of busi­ ness areas, packages, topics, and options.

For more information, see Enabling Features in Scoping for SAP Cloud for Service or

Social .

Once you have finished preparing an implementation project, you can begin to work with the

Activity List

for the project. The list is automatically generated by the system based on your scoping decisions and the activities are grouped by phases. It includes all mandatory implementation and project management activities that you need to com­ plete before your solution can go live.

For more information, see Complete the Activity List.

Configure Employee Support

Employee Support enables your organization to process tickets for internal employees, rather than external customers. For example, you can use Employee Support with an HR help desk, or a sales support group. SAP

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recommends that you configure your SAP Cloud for Service system for either Customer Service or Employee

Support.

● To configure Employee Support, see:

○ Enabling Features in Scoping for SAP Cloud for Service or Social

○ Configuring Tickets for Customer and Employee Support.

● For general information on usage, see Employee Support.

Create or Upload Job Definitions

To create a list of the jobs required within your company, you can either enter job definitions manually or import them using the migration tool.

For more information on how to create job definitions, go to the

Activity List

for your project, open the

Job

Definitions

activity and refer to the system documentation links,

Read About...

.

See Also

About Job Definitions

Enter or Migrate Employee Data

You can create employee data either by entering employee data manually (entering one employee after another), or by using the migration tool to import a large number of employees at the same time.

For more information on how to enter or migrate employee data, go to the

Activity List

for your project, open the

Migration of Employee Data

activity and refer to the system documentation links,

Read About...

.

See Also

Configuring Employees

Change the Default Client to HTML5 (optional)

You can leverage the latest standard for internet technology by setting your users' default client to HTML5. For more information, see Choosing a Default Client and Getting Started for HTML5.

Create Business Roles (optional)

Business roles allow you to predefine access rights as a template that you can assign to multiple business users who are to perform similar business tasks.

For information about creating business roles, see Configuring Business Roles.

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For information on recommended business roles for SAP Cloud for Service, see Recommended Business Roles and Work Center Assignments for SAP Cloud for Customer.

Migrate Screen Adaptation Changes (optional)

You can now migrate screen adaptation changes from one system to another via

Import Adaptation

and

Export

Adaptation

, under

Adapt

. For more information see Administrator Adaptation Quick Guide.

Maintain Business Users

Once you have created employees, you must edit their business user attributes and access rights.

For information on how to maintain business user information, see the Business Users Quick Guide.

Set Up Your Organizational Structure

You can use organizational units to establish teams for ticket processing. Once you have created your org units, you can also define work distribution rules for ticket and escalation routing.

For more information on how to manually set up or import your organizational structure, go to the

Activity List

for your project, open the

Perform Organizational Structure Setup

activity and refer to the system documentation link,

Read About...

.

For information that is specific to the customer service features of SAP Cloud for Customer, watch the video

Setting Up Service Teams, or see Setting Up Teams for Ticket Handling.

Add E-Mail as a Communication Channel

In order for the system to convert incoming e-mails to tickets and to allow agents to respond via e-mail, you need to maintain the associated e-mail settings.

For more information, watch the video Setting Up E-Mail Channels, or see Configuring E-Mail Channels.

Enable Microsoft Outlook® (optional)

If you enable Microsoft Outlook

®

for SAP Cloud for Service, then agents will be able to respond to tickets from the agent workspace using Microsoft Outlook. For more information, see Enabling Microsoft Outlook for Service

Users.

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Configure Your Customer Service Portal (optional)

If your system includes integration to SAP HANA Cloud Portal, Support Site Edition, then you can adapt the widgets using the

Portal Adaptation

screens. For more information, watch the video

Support Portal Administration (5 m 04s), or see Adapting Support Portal Screens

If your system does not include integration to SAP HANA Cloud Portal, Support Site Edition, you can still include an external customer service portal integration in your scoping. You also need to add a communication system and create a communication arrangement for that portal.

For more information see, Configuring an External Customer Service Portal.

Enable Partner Support Scenario via the Support Portal (optional)

If your system includes integration to SAP HANA Cloud Portal, Support Site Edition, you can also allow your partners to create tickets via the support portal for themselves or on behalf of the customers they represent. To enable this, you have to select the

Partners

scoping option as well as assign partner contacts to customer account teams.

For more information, see Enabling Partner Support via Support Portal.

Configure Chat (optional)

To enable chat as a communication channel using your SnapEngage account, you can configure the system to include a link when you open a ticket in the workspace. The agent can then insert an automatically generated chat

URL to a response.

For information on how to configure the chat URL generator, see Configuring the Chat URL Generator, or watch the following video.

Create a Security Certificate for HTTPS-Enabled Computer Telephony

Integration (optional)

If you have scoped your system to have HTTPS security for Computer Telephony Integration (CTI), then you must create a security certificate. For information on security, refer to the SAP Cloud for Customer Security Guide, available on the SAP Service Marketplace at http://service.sap.com/cloud4customer . An SAP Service

Marketplace Open ID is required to access this information. If you, as an administrator, do not have a user ID, then visit the SAP Service Marketplace at http://service.sap.com/request-user to request an ID.

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Create Ticket Types and Manage Statuses (optional)

Ticket types are an attribute of tickets that you can use, for example, when defining service level agreements. You can define ticket types as well as edit or define new ticket statuses based on your company's business processes.

For more information, see Configuring Tickets for Customer and Employee Support.

Define Service Levels and Service Categories

Service levels are used to calculate reaction times and due dates for incoming customer messages.

For information on how to create service levels and define service level determination rules, watch the video

Prioritizing Tickets with Service Level Agreements, or see About Service Levels.

Service categories are classifications of customers that are used throughout the system to determine service levels.

For information on how to create service categories, see Configuring Service Categories.

Create or Migrate Product Categories and Product Data

It is important to have complete and accurate information on all the materials your company offers. This requires you to maintain both product categories and product data—either can be done manually or using the migration tool.

For more information on how to maintain product categories, go to the

Activity List

for your project, open the

Product Category Hierarchy

activity and refer to the system documentation link,

Read About...

.

For more information on how to maintain product data, go to the

Activity List

for your project, open the

Migration of Materials

activity and refer to the system documentation link,

Read About...

.

See Also

● Configuring Products

● Configuring Product Categories

Define Work Distribution Rules for Ticket Routing

Work distribution rules assign work to an organizational unit or employee. You can define rules that route tickets to specific agent or team queues.

For more information, watch the video Defining Routing Rules for Tickets, or see Defining Rules for Ticket Routing.

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Configure Knowledge Base Integration

By integrating an external knowledge base, you enable agents to search for solutions, review recommended solutions, and attach articles to responses directly while working on the ticket.

For more information, watch the video

Creating a Knowledge Base Mashup [page 243]

, or see

Configuring

Knowledge Base Integration [page 241] .

Configure the URL Shortener

You can configure the URL shortener so that agents can attach knowledge base articles to ticket responses.

For more information, see Configuring the URL Shortener.

Enable SAP Jam Integration

Integrating your solution with SAP Jam enables you to use the SAP Jam feed, and to create and use groups for accounts, opportunities, products, and service tickets.

For more information about SAP Jam, visit SAP Help Portal, at http://help.sap.com/sapjam .

To leverage the enterprise collaboration capability of SAP Jam in SAP Cloud for Customer — including the SAP

Jam feed and SAP Jam work patterns — refer to the corresponding integration guide on SAP Service Marketplace, at http://service.sap.com/cloud4customer .

Create Workflow Rules

You can create and edit rules to automatically update fields, or for task and e-mail notifications. Notifications are sent to users to inform them when business objects have been changed in the system and about any tasks resulting from these changes.

For more information, see the Workflow Rules Quick Guide.

Enable E-Mail Notification Templates (optional)

You can also use your document-based e-mail templates with the enhancement option

SEND_EMAIL_NOTIFICATION, implemented via the SDK.

For more information, see Enabling Document-Based E-Mail Templates for Notifications.

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Configure External Search Sources

You can configure the global search feature to include external sources. Several external sources (URL mashups) are shipped with the solution and can be activated or deactivated as desired. You can also add new external sources.

For more information, see Configuring External Search Sources.

Configure Tickets for Customer and Employee Support

To work with the work orders in tickets you have to activate the involved parties

Service Technician

and

Service

Technician Team

in the

Tickets for Customer Support

and/or in the

Tickets for Customer Support

fine-tune activity depending on your scoping in

Business Configuration

work center.

For more information, see Configuring Tickets for Customer and Employee Support.

Configure Involved Parties

You can automatically determine which business partners are involved parties for sales quotes, leads, opportunities, service tickets, or activities by using relationships, party roles and determination rules.

For more information, see Setting Up Party Processing.

Enable International Address Versions (optional)

You can scope your solution to enable international address versions for accounts, enabling users to record address information in multiple character sets — for example, in the Greek or Roman alphabets, in Cyrillic or Thai script, or in Simplified Chinese or Traditional Chinese, among others. For instructions on how to activate international address versions in your solution, see

Enabling Features in Scoping for SAP Cloud for Service or

Social Engagement [page 134] .

2.4 Getting Started for SAP Cloud for Social Engagement

Administrators

Enabling scoping and configuring system and settings for SAP Cloud for Customer for Social Engagement.

As an administrator, you are responsible for setting up the system and making all the necessary initial settings, such as creating users, setting up social media channels, and establishing teams for ticket routing. After you go live, you are also responsible for regular day-to-day tasks like user management and handling incidents, as well as making sure the system runs smoothly.

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SAP Cloud for Social Engagement includes the customer service and social media features of SAP Cloud for

Customer. For more information on the work centers and work center views included in the solution, see About

SAP Cloud for Customer.

For information on the system and software requirements, see SAP Cloud for Customer System and Software

Requirements.

Note

Where Is My Administrator Tab?

You can only perform administration and adaptation tasks in the Microsoft Silverlight® client, which you can access as follows:

1. Log on to your solution in the HTML5 client as an administrator.

2. Choose

Adapt

Launch in Microsoft Silverlight® .

Only users with administrator rights can see these options.

When you switch to the Microsoft Silverlight® client, you'll see the administration and adaptation options, including the

Administrator

tab.

Setup and Configuration Tasks

Create Administrators

You must create one or more administrators from your initial user before proceeding with the rest of the tasks below. For more information, see Creating Administrators in SAP Cloud for Customer.

Prepare and Configure Your First Implementation Project

Business Configuration Implementation Projects

is your starting point for setting up and configuring your

SAP Cloud for Customer solution. Administrators can set up and adapt the SAP Cloud for Customer solution to meet your company's specific business requirements by selecting capabilities to incorporate into your solution during scoping. For more information about the general settings and procedures for editing your project scope, see Prepare the First Implementation Project.

See Also

Implementation Projects Quick Guide

Implementing a Project - First Implementation

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Table 18: Key Tasks and Activities for Customer Service and Social Media Features

Phase Activity

Edit Project Scope

Activity List

In your SAP solution, scoping is the process of matching your individual business re­ quirements to predefined solution capabilities using the business adaptation catalog.

The catalog structures all available capabilities for the solution into a hierarchy of busi­ ness areas, packages, topics, and options.

For more information, see Enabling Features in Scoping for SAP Cloud for Service or So­

cial.

Once you have finished preparing an implementation project, you can begin to work with the

Activity List

for the project. The list is automatically generated by the system based on your scoping decisions and the activities are grouped by phases. It includes all mandatory implementation and project management activities that you should com­ plete before your solution goes live.

For more information, see Complete the Activity List.

Create or Upload Job Definitions

To create a list of the jobs required within your company, you can either enter job definitions manually or import them using the migration tool.

For more information on how to create job definitions, go to the

Activity List

for your project, open the

Job

Definitions

activity and refer to the system documentation links,

Read About...

.

See Also

About Job Definitions

Enter or Migrate Employee Data

You can create employee data either by entering employee data manually (entering one employee after another), or by using the migration tool to import a large number of employees at the same time.

For more information on how to enter or migrate employee data, go to the

Activity List

for your project, open the

Migration of Employee Data

activity and refer to the system documentation links,

Read About...

.

See Also

● Configuring Employees

Change the Default Client to HTML5 (optional)

You can leverage the latest standard for internet technology by setting your users' default client to HTML5. For more information, see

Choosing a Default Client [page 299]

and Getting Started for HTML5 [page 73]

.

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Create Business Roles (optional)

Business roles allow you to predefine access rights as a template that you can assign to multiple business users who are to perform similar business tasks.

For information about creating business roles, see Configuring Business Roles.

For information on recommended business roles, see Recommended Business Roles and Work Center

Assignments for SAP Cloud for Customer.

Migrate Screen Adaptation Changes (optional)

You can now migrate screen adaptation changes from one system to another via

Import Adaptation

and

Export

Adaptation

, under

Adapt

. For more information see Administrator Adaptation Quick Guide.

Maintain Business Users

Once you have created employees, you must edit their business user attributes and access rights.

For information on how to maintain business user information, see the

Business Users Quick Guide [page 520]

.

Note

If you choose to employ access restrictions when assigning access rights, the ticket and individual customer detail screens are not supported.

Set Up Your Organizational Structure

You can use organizational units to establish teams for ticket processing. Once you have created your organizational units, you can define work distribution rules for ticket and escalation routing.

For more information on how to manually set up or import your organizational structure, go to the

Activity List

for your project, open the

Perform Organizational Structure Setup

activity and refer to the system documentation link,

Read About...

.

For information that is specific to the customer service and social media features of SAP Cloud for Customer,

watch the video Setting Up Service Teams [page 518]

, or see Configuring Organizational Structures [page 513] .

Add Social Media Channels

Enabling Social Media Features

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Your system is delivered with the social media features available but hidden. In order to access the social media related administrator activities as well as enable social media related fields for agent views, you must adapt the system and enable the social media features.

For more information, see Enabling Social Media Features.

Add Twitter Channels

In order for the system to retrieve messages from and enable agents to respond via a Twitter handle, you must set up a social media channel for that handle.

For information on how to set up this channel, see Adding a Twitter Social Media Channel.

Add SAP Social Media Analytics Channels

SAP Cloud for Social Engagement can be used with SAP Social Media Analytics for monitoring topics on Twitter and other sources. You must set up a web service for each of your SAP Social Media Analytics topics and then a social media channel for each of those web services.

For information on how to set up this web service, watch the video Configuring an SAP Social Media Analytics Web

Service, or see Setting up a Mashup Web Service for SAP Social Media Analytics by NetBase [page 246]

.

For information on how to set up this channel, see Adding an SAP Social Media Analytics Channel.

Add Facebook Channels

In order for the system to retrieve messages from a Facebook page and to enable agents to post responses back to that page, you must set up a social media channel for the Facebook page.

For information on how to set up this channel, see Adding a Facebook Social Media Channel.

Add Custom Channels

Your system can retrieve messages from custom channels created by your partners. This process also allows agents to post responses back to the custom channel. In order to set up a custom channel in your system you must deliver development specifications to your partner and then set up the custom channel in your system.

For information on how to set up custom channels, see Create A Custom Channel Type.

Schedule Social Media Message Import Runs

In order for the system to retrieve messages from your defined social media channels, you need to create and then schedule a social media message import runs.

For information, see Creating or Editing a Social Media Message Import Run.

Add E-Mail as a Communication Channel

In order for the system to convert incoming e-mails to tickets and to allow agents to respond via e-mail, you need to maintain the associated e-mail settings.

For more information, watch the video Setting Up E-Mail Channels, or see Configuring E-Mail Channels.

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Enable Microsoft Outlook® (optional)

If you enable Microsoft Outlook

®

for SAP Cloud for Social Engagement, then agents will be able to respond to tickets from the agent workspace using Microsoft Outlook. For more information, see

Enabling Microsoft Outlook for Service Users [page 487] .

Configure Your Customer Service Portal (optional)

If your system includes integration to SAP HANA Cloud Portal, Support Site Edition, then you can adapt the widgets using the

Portal Adaptation

screens. For more information, watch the video Support Portal

Administration, or see Adapting Support Portal Screens.

If your system does not include integration to SAP HANA Cloud Portal, Support Site Edition, you can still include an external customer service portal integration in your scoping. You also need to add a communication system and create a communication arrangement for that portal.

For more information see, Configuring an External Customer Service Portal [page 186] .

Configure Chat (optional)

To enable chat as a communication channel using your SnapEngage account, you can configure the system to include a link when you open a ticket in the workspace. The agent can then insert an automatically generated chat

URL to a response.

For information on how to configure the chat URL generator, watch the video

Enabling Chat [page 245] or see

Configuring the Chat URL Generator [page 244]

.

Create a Security Certificate for HTTPS-Enabled Computer Telephony

Integration (optional)

If you have scoped your system to have HTTPS security for Computer Telephony Integration (CTI), then you must create a security certificate. For information on security, refer to the SAP Cloud for Customer Security Guide, available on the SAP Service Marketplace at http://service.sap.com/cloud4customer . An SAP Service

Marketplace Open ID is required to access this information. If you, as an administrator, do not have a user ID, then visit the SAP Service Marketplace at http://service.sap.com/request-user to request an ID.

Create Ticket Types and Manage Statuses (optional)

Ticket types are an attribute of tickets that you can use, for example, when defining service level agreements. You can define ticket types as well as edit or define new ticket statuses based on your company's business processes.

For more information about creating ticket types, see

Tickets [page 459] .

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Define Service Levels and Service Categories

Service levels are used to calculate reaction times and due dates for incoming customer messages.

For information on how to create service levels and define service level determination rules, watch the video

Prioritizing Tickets with Service Level Agreements, or see About Service Levels.

Service categories are classifications of customers that are used throughout the system to determine service levels.

For information on how to create service categories, see Configuring Service Categories.

Create or Migrate Product Categories and Product Data

It is important to have complete and accurate information on all the materials your company offers. This requires you to maintain both product categories and product data—either can be done manually or using the migration tool.

For more information on how to maintain product categories, go to the

Activity List

for your project, open the

Product Category Hierarchy

activity and refer to the system documentation link,

Read About...

.

For more information on how to maintain product data, go to the

Activity List

for your project, open the

Migration of Materials

activity and refer to the system documentation link,

Read About...

.

See Also

● Configuring Products

● Configuring Product Categories

Define Work Distribution Rules for Ticket Routing

Work distribution rules assign work to an organizational unit or employee. You can define rules that route tickets to specific agent or team queues.

For more information, watch the video Defining Routing Rules for Tickets, or see Defining Rules for Ticket Routing.

Configure Message Prioritization

You can configure the system to automatically assign priority to messages posted by your customers via any of your social media channels.

For more information, see Configuring Social Media Message Prioritization Settings.

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Configure Knowledge Base Integration

By integrating an external knowledge base, you enable agents to search for solutions, review recommended solutions, and attach articles to responses directly while working on the ticket.

For more information, watch the video

Creating a Knowledge Base Mashup [page 243]

, or see

Configuring

Knowledge Base Integration [page 241] .

Configure the URL Shortener

You can configure the URL shortener so that agents can attach knowledge base articles to ticket responses.

For information, see

Configuring the URL Shortener [page 244]

.

Configure Klout

You can configure the system to retrieve and display the Klout score and other information for customer profiles created from Twitter messages.

For more information, see Configuring Klout [page 246] .

Enable SAP Jam Integration

Integrating your solution with SAP Jam enables you to:

● use the SAP Jam feed,

● create and use groups for accounts, opportunities, products and service tickets, and

● use work patterns to create SAP Jam groups for accounts, opportunities and tickets.

For more information about SAP Jam, visit SAP Help Portal, at http://help.sap.com/sapjam .

To leverage the enterprise collaboration capability of SAP Jam in SAP Cloud for Customer — including the SAP

Jam feed and SAP Jam work patterns — refer to the corresponding integration guide on SAP Service Marketplace, at http://service.sap.com/cloud4customer .

Create Workflow Rules

You can create and edit rules to automatically update fields, or for task and e-mail notifications. Notifications are sent to users to inform them when business objects have been changed in the system and about any tasks resulting from these changes.

For more information, see the Workflow Rules Quick Guide.

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Enable E-Mail Notification Templates (optional)

You can create document-based e-mail templates for use with the enhancement option

SEND_EMAIL_NOTIFICATION, implemented via the SDK.

For more information, see Enabling Document-Based E-Mail Templates for Notifications.

Configure External Search Sources

You can configure the global search feature to include external sources. Several external sources (URL mashups) are shipped with the solution and can be activated or deactivated as desired. You can also add new external sources.

For more information, see

Configuring External Search Sources [page 239]

.

Configure Involved Parties

You can automatically determine which business partners are involved parties for sales quotes, leads, opportunities, service tickets, or activities by using relationships, party roles and determination rules.

For more information, see Setting Up Party Processing.

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2.5 Getting Started for Industries Administrators

This topic contains references to the configuration topics for industry solutions.

●

Getting Started for SAP Cloud for Customer for AFS Administrators [page 682]

●

Getting Started for Automotive Administrators [page 676]

●

Getting Started for SAP Cloud for Customer for Banking Administrators [page 698]

●

Configuring Design Win Exchange [page 689]

●

Getting Started for SAP Cloud for Higher Education and Research [page 704]

●

Getting Started for SAP Cloud for Customer for Insurance Administrators [page 710]

●

Set-up Professional Services [page 801]

●

Getting Started for SAP Cloud for Customer for Retail Administrators [page 725]

●

Enabling Features in Scoping for SAP Cloud for Customer for Utilities B2B Sales [page 734]

●

Setup your Utilities Contact Center [page 777]

2.6 Getting Started for HTML5

Follow steps in this topic to setup your default client to HTML5 and configure your system.

As an administrator, you are responsible for setting up the solution and performing the necessary configuration.

After you go live, you are also responsible for day-to-day support tasks, and for making certain that the solution runs smoothly.

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Business background

HTML5 is the new standard for internet technology. It has open standards and runs on multiple platforms including mobile-device platforms. Using HTML5 in SAP Cloud for Customer creates a plug-and-play solution, meaning that it is not necessary to install additional software on each user’s machine.

Setup and Configuration Tasks

Set the Default Client to HTML5

For information about each client, see: Choosing a Default Client. For information about how to set the default client to HTML5, see: Adapting the User Interface for Your Company.

Create Business Roles (optional)

For information about creating business roles, see: Configuring Business Roles.

For information about the business roles that are recommended for the features of SAP Cloud for Customer, see:

Recommended Business Roles and Work Center Assignments for SAP Cloud for Customer or view the SAP Cloud

for Customer Security Guide.

For information on the solution landscape and security, refer to the security guide for your cloud product on the

SAP Service Marketplace at http://service.sap.com/cloud4customer . An SAP Service Marketplace Open ID is required to access this information. If you, as an administrator, do not have a user ID, then visit the SAP Service

Marketplace at http://service.sap.com/request-user to request an ID.

Caution

If you add a work center that is not supported in HTML5 to a role, and if users with that role log on with HTML5, then they cannot see that work center.

If there are users in your organization who need to use the work centers in the following list, we recommend using Microsoft Silverlight

®

as your default client. For more information about changing your default client, see:

Adapting the User Interface for Your Company.

The following work centers are not currently supported in HTML5:

Table 19:

Work Center Views

Administrator

( SEODADMINWCF )

All

Product Areas

All

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Work Center

Business Configuration

( BC_BUSINESSCONFIGURATION )

Service Control Center

( CI_CUSTOMER_CONTROL_CENTER )

Business Analytics

(

ANA_BUSINESSANALYTICS

)

Business Partners

( BUSINESSPARTNERS_WCF )

Data Integration

( DATA_INTEGRATION )

Mass Data Maintenance

( MASSDATAMAINTAINANCE_WCF )

Sales

(

COD_SALES_WCF

)

Activity Planner

( ACTIVITYWORKLIST )

All

All

All

All

Views

All

All All

Pipeline Simulation

(

OPPORTUNITYPIPELINESIMULATION_

)

All

Sales

Sales

All

All

All

All

Product Areas

All

Adapt and Personalize Screens (optional)

● Adapting screens

When you adapt a screen, your changes are applied across the organization. For more information, see:

Adapting the User Interface for Your Company.

● Personalizing screens

Each user can personalize their own screen to reflect the way they like to work. For more information, see:

HTML5 in SAP Cloud for Sales.

2.7 Usage Statistics

Usage statistics provide application usage insights for the administrators that can be used to improve usability, performance, and management of the system. You can view these statistics under (Beta) Administration work

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center under

IT Setup Usage and Response Time Reports Usage Statistics .

The following key statistics are currently provided:

Key Performance Indicators (KPIs)

Key performance indicators include:

● The average number of users in a given time range

● The percentage of users logged in to the system in a given time range

● The number of active users i.e. the cumulative number of unique users in a given time range

● The number of inactive users in a given time range

● The highlights of system usage, such as any notable high or low user count or any notable increase or decrease in user count

Usage by Date

The

Usage by Date

line chart indicates the number users logged in to the system over a selected time range. The x-axis on the chart represents the dates selected, and the y-axis represents the number of active users.

Usage by Client / Deivce / Client and Device Types

The Usage by

Client

type /

Device

type stacked bar chart shows the number of logged-in activities by client or device type. For each client, the related device type is indicated. A heat map is presented for

Usage by Client and

Device

.

● Client Types include

SMARTPHONE

,

CUSTOMEROD

,

SL

(Access from the Silverlight user interface),

CI

(Access from the SAP Customer Insight app),

HTML

and

C4COUTLOOK

(Access from the Outlook add-in for

SAP Cloud for Customer)

● Device Types include iPhone, iPad, Default (Desktop or Laptop), Native Android Smartphone app, Windows

Touch

For a given set of usage counts X = (x1, x2 ... xk), the outlier is calculated in terms of mean, variance and standard deviation. The calculations are:

Mean (μ)

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Variance

Assuming all outcomes xi are equally likely (that is, p1 = p2 = ... = pk), variance is calculated as follows

Standard Deviation

Standard deviation is calculated as the square root of the average value of the variance

Outlier

The outlier is calculated in terms of the standard deviation (SD), also known as the z-score.

Here, we use +2 and -2 as the upper and lower bounds for the outlier detection. In other words, if Zx is greater than 2, or if Zx is less than -2, the value x is considered an outlier.

Performance Reports : Usage and Response Times [page 78]

This topic includes details detailed information on the usage and response time reports for SAP Cloud for

Customer. The following reports can be found in the (Beta) Administrator work center under

IT Setup

Usage and Response Time Reports

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2.7.1 Performance Reports : Usage and Response Times

This topic includes details detailed information on the usage and response time reports for SAP Cloud for

Customer. The following reports can be found in the (Beta) Administrator work center under

IT Setup Usage and Response Time Reports

Table 20:

Reports Business Function Name of Report

Performance (Beta) Response Time by Week – Percentile View Report

(Beta) Average. Response Time

(Beta) User Interactions by Day Report

(Beta) Average. Response Time

(Beta) User Interaction by Hour Report

(Beta) End to End Response Time Report

(Beta) User Logon Activity

(Beta) User Login by IP Address and Performance

(Beta) Usage Trend and Adoption

(Beta) Usage by Screen

(Beta) Screen Usage Trend

(Beta) Screen Adoption by User

Response Time by Week – Percentile View

Note

This feature is available as a beta version for test use only. It has not been released for productive use. If you activate this feature, you understand and agree to the following conditions: Feature is not covered by SAP support agreements or warranty obligations. Any data loss or damage that may result from use of this feature is not the responsibility of SAP or its representatives. You will not use this feature to process any personal data of end users. SAP may change or remove this function at any time, and it may never appear in the generally available version of the Service.

This report shows the response time for a transaction in terms of seconds. It shows the values below which all the transactions in a week complete for a particular percentile like 90%, 95% and 99%. This report is only available in

HTML5.

Running the Report

In the (beta)

Administration

work center,

Usage and Response Time Statistics

, the report is available as

(Beta)

Response Time Statistics

– HTML client. You can run the report by navigating to the

Analysis

work center,

Reports

view. It is available with following name

Percentile Response Time by Week

.

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Response Time by Week – Percentile View

Caution

This feature is available as a beta version for test use only. It has not been released for productive use. If you activate this feature, you understand and agree to the following conditions: Feature is not covered by SAP support agreements or warranty obligations. Any data loss or damage that may result from use of this feature is not the responsibility of SAP or its representatives. You will not use this feature to process any personal data of end users. SAP may change or remove this function at any time, and it may never appear in the generally available version of the Service.

This report shows the response time for a transaction in terms of seconds. It shows the values below which all the transactions in a week complete for a particular percentile like 90%, 95% and 99%. This report is only available in

HTML5.

Running the Report

In the (beta)

Administration

work center,

Usage and Response Time Statistics

, the report is available as

(Beta)

Response Time Statistics

– HTML client. You can run the report by navigating to the

Analysis

work center,

Reports

view. It is available with following name

Percentile Response Time by Week

.

Average Response Time by Day

Caution

This feature is available as a beta version for test use only. It has not been released for productive use. If you activate this feature, you understand and agree to the following conditions: Feature is not covered by SAP support agreements or warranty obligations. Any data loss or damage that may result from use of this feature is not the responsibility of SAP or its representatives. You will not use this feature to process any personal data of end users. SAP may change or remove this function at any time, and it may never appear in the generally available version of the Service.

This report shows the average response time of the network and server in terms of days. This report is available in

HTML5 only. It shows data of the last 14 days.

Running the Report

In the (beta)

Administration

work center,

Usage and Response Time Statistics

, the report is available as

(Beta)

Response Time Statistics

– HTML client. You can run the report by navigating to the

Analysis

work center,

Reports

view. It is available with following name

(Beta) Avg. Response Time by Day

.

User Interactions by Day

Caution

This feature is available as a beta version for test use only. It has not been released for productive use. If you activate this feature, you understand and agree to the following conditions: Feature is not covered by SAP

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support agreements or warranty obligations. Any data loss or damage that may result from use of this feature is not the responsibility of SAP or its representatives. You will not use this feature to process any personal data of end users. SAP may change or remove this function at any time, and it may never appear in the generally available version of the Service.

This report shows the count, which is the number of transactions by day and is represented in a bar graph. This report is available on HTML5 only. It shows data of the last 14 days.

Running the Report

In the (beta)

Administration

work center,

Usage and Response Time Statistics

, the report is available as

(Beta)

Response Time Statistics

– HTML client. You can run the report by navigating to the

Analysis

work center,

Reports

view. It is available with following name

(Beta) User Interactions by Day

.

Average Response Time by Hour

Caution

This feature is available as a beta version for test use only. It has not been released for productive use. If you activate this feature, you understand and agree to the following conditions: Feature is not covered by SAP support agreements or warranty obligations. Any data loss or damage that may result from use of this feature is not the responsibility of SAP or its representatives. You will not use this feature to process any personal data of end users. SAP may change or remove this function at any time, and it may never appear in the generally available version of the Service.

This report shows the average response time of the network and server in terms of hours and is represented in a bar graph. This report is available for HTML5 only. It shows data of last 24 hours.

Running the Report

In the (beta)

Administration

work center,

Usage and Response Time Statistics

, the report is available as

(Beta)

Response Time Statistics

– HTML client. You can run the report by navigating to the

Analysis

work center,

Reports

view. It is available with following name

(Beta) Avg. Response Time by Hour

.

User Interaction by Hour

Caution

This feature is available as a beta version for test use only. It has not been released for productive use. If you activate this feature, you understand and agree to the following conditions: Feature is not covered by SAP support agreements or warranty obligations. Any data loss or damage that may result from use of this feature is not the responsibility of SAP or its representatives. You will not use this feature to process any personal data of end users. SAP may change or remove this function at any time, and it may never appear in the generally available version of the Service.

This report shows the count, which is the number of transactions in terms of hours and is represented in a bar graph. This report is available for HTML5 only. It shows the data of last day 24 hours.

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Running the Report

In the (beta)

Administration

work center,

Usage and Response Time Statistics

, the report is available as

(Beta)

Response Time Statistics

– HTML client. You can run the report by navigating to the

Analysis

work center,

Reports

view. It is available with following name

(Beta) User Interaction by Hour

.

End to End Response Time

Caution

This feature is available as a beta version for test use only. It has not been released for productive use. If you activate this feature, you understand and agree to the following conditions: Feature is not covered by SAP support agreements or warranty obligations. Any data loss or damage that may result from use of this feature is not the responsibility of SAP or its representatives. You will not use this feature to process any personal data of end users. SAP may change or remove this function at any time, and it may never appear in the generally available version of the Service.

This report shows the individual interaction in real time. This report is available for HTML5 only. It shows the data of the last 30 days.

Running the Report

You can run the report by navigating to the

Analysis

work center,

Reports

view. It is available with following name

(Beta) End to End Response Time

.

(Beta) User Logon Activity

Caution

This feature is available as a beta version for test use only. It has not been released for productive use. If you activate this feature, you understand and agree to the following conditions: Feature is not covered by SAP support agreements or warranty obligations. Any data loss or damage that may result from use of this feature is not the responsibility of SAP or its representatives. You will not use this feature to process any personal data of end users. SAP may change or remove this function at any time, and it may never appear in the generally available version of the Service.

This report shows the login time of the user, captured in real time. This report is available for HTML5 only.

(Beta) User Login by IP Address and Performance

Caution

This feature is available as a beta version for test use only. It has not been released for productive use. If you activate this feature, you understand and agree to the following conditions: Feature is not covered by SAP

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support agreements or warranty obligations. Any data loss or damage that may result from use of this feature is not the responsibility of SAP or its representatives. You will not use this feature to process any personal data of end users. SAP may change or remove this function at any time, and it may never appear in the generally available version of the Service.

This report shows the performance of the system in terms of time taken by a user for each activity in a particular screen or interface. Additionally the report also shows data like, user name and the IP used to login to the system.

This report is available for HTML5 only.

Note

The IP address and user information will only be displayed if the option is scoped in business configuration.

(Beta) Usage by Screen

Caution

This feature is available as a beta version for test use only. It has not been released for productive use. If you activate this feature, you understand and agree to the following conditions: Feature is not covered by SAP support agreements or warranty obligations. Any data loss or damage that may result from use of this feature is not the responsibility of SAP or its representatives. You will not use this feature to process any personal data of end users. SAP may change or remove this function at any time, and it may never appear in the generally available version of the Service.

This report shows the user interface that is used the most number of times by all users. This is depicted in a graphical representation and shows the top ten screens. This report is available for HTML5 only.

(Beta) Screen Usage Trend

Caution

This feature is available as a beta version for test use only. It has not been released for productive use. If you activate this feature, you understand and agree to the following conditions: Feature is not covered by SAP support agreements or warranty obligations. Any data loss or damage that may result from use of this feature is not the responsibility of SAP or its representatives. You will not use this feature to process any personal data of end users. SAP may change or remove this function at any time, and it may never appear in the generally available version of the Service.

This report shows the number of times each screen is used or accessed by end users over a period of two weeks.

This is depicted in a graphical representation and shows the top ten screens. This report is available for HTML5 only.

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(Beta) Screen Adoption by User

Caution

This feature is available as a beta version for test use only. It has not been released for productive use. If you activate this feature, you understand and agree to the following conditions: Feature is not covered by SAP support agreements or warranty obligations. Any data loss or damage that may result from use of this feature is not the responsibility of SAP or its representatives. You will not use this feature to process any personal data of end users. SAP may change or remove this function at any time, and it may never appear in the generally available version of the Service.

This report shows the pattern on how end users, use the various interfaces. This is depicted in a graphical representation. This report is available for HTML5 only.

Parent topic: Usage Statistics [page 75]

2.8 Control Center

Learn where and how to check important system information like your tenant maintenance schedule, and your user subscriptions.

Systems Quick Guide [page 83]

Attain an overview of your active and decommissioned systems, and their current status.

System Availability Quick Guide [page 86]

Find information about productive system availability and downtimes.

Maintenance Schedule Quick Guide [page 86]

Determine maintenance activities for your productive and non-productive systems.

Contact Details Quick Guide [page 88]

Access an overview of the information maintained for your contacts.

User Subscriptions Quick Guide [page 90]

Monitor the number of user subscriptions in your solution, and group them by user type.

2.8.1 Systems Quick Guide

Attain an overview of your active and decommissioned systems, and their current status.

In the

Service Control Center

work center, the

Systems

view provides an overview of your active and decommissioned systems, and their current status.

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Tasks

Sort System Information

Active and Decommissioned Systems

You can display all of your systems, or the active or decommissioned systems. Select what you want to display from

Show

dropdown list, and then click

Go

.

An active system is one that is available for use. A decommissioned system is one that has been taken out of commission and can no longer be used.

You can group the information by choosing

System Type

from the

Group By

dropdown list.

System Types

The systems will either be productive or non-productive systems. Non-productive systems include test systems and development systems, for example.

System Status

This refers to the operational and request status of a system.

Operational Status

●

Running

: The system is operational and running as normal.

●

Maintenance

: The system is operational but is currently being maintained, for example, due to an upgrade or repairs.

Request Status

●

Requested

: The system has been requested, but is not yet operational.

●

Decommissioned

: The system is not operational and is no longer being used.

View System Details

To get more information about a system, select the required system and click on

View

, or click directly on the system ID.

In the

System Overview

screen you see more detailed information about the system.

General Information

Here you can see the system status, how long the system has been running and on what date it was requested. It also contains a URL to the system, which you can click on to take you directly to the system itself.

Next Maintenance Activity

This section gives some details on the next maintenance event for the system, including the dates for when it is planned and the type of maintenance that will be carried out. If you need more information on the maintenance events for this system, go to the

Maintenance Schedule

view.

Contractual Maintenance Period

Here you have a summary of the maintenance period, as agreed in your contract. The maintenance period consists of the day the maintenance is to be carried out, the start time, and the duration of the maintenance.

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Service Requests for this System

All service requests for this particular system are detailed in this section. Here you can see the initial request for the system, if you have requested that the system be maintained, or decommissioned, as well as any requests for restore points, setting a system back to a restore point, or deletion of a restore point. Use

Show

to display

All

Requests

, or ones that are

In Process

or

Completed

.

Available Restore Points

A restore point is a snapshot of the system data that is saved at a specific point in time. In the event of a problem, you can request that the system data be restored to this point in time. This section shows the restore points that are available to you and when exactly they were created.

Manage Systems

There are three functions in your productive system that allow you to easily manage your productive and test systems.

Request Creation

You can request creation of a new system from

Business Configuration

, or directly in the

Systems

view of the

Service Control Center

.

Caution

The procedure for requesting systems is as follows:

For existing customers, there is no change. For new customers, you are provided a test system first and can request a productive system on the basis of the test system. The number of systems that you can request free of charge depends on your systems package.

The standard system package includes one productive system and one test system.

Customers with the Enterprise Private Edition can have up to ten productive systems and are allowed one test system per productive system.

You can acquire additional systems at any time. For more information on the above system packages and additional services, please contact your SAP sales representative.

Request Termination

Use this function to delete a system.

Caution

Ensure that you do not have any partner solutions in the system before deleting it. Once you delete a system, all partner solutions in that system are irretrievably lost.

Copy Solution Profile

This function allows you to easily copy a solution profile to a new system. You can use this function for your change projects, when copying your implementation project to a test system for example.

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2.8.2 System Availability Quick Guide

Find information about productive system availability and downtimes.

In the

Service Control Center

work center, the

System Availability

view displays the average availability of your productive system, and provides details about system downtimes.

Tasks

View the Average Availability of the Productive System

The average availability of the productive system for the previous twelve months is displayed here in an embedded report. Here you can ensure the availability of the system is in accordance with the availability percentage as defined in the service level agreement of your customer contract.

You can view the data in chart or table format. To switch formats, simply click on the table or chart icon in the top left corner of the embedded report.

For more information, see the documentation about embedded reports.

View Productive System Downtimes

The downtimes of your productive system for the current month are displayed here in an embedded report. Here you can check to see if the system downtimes exceed those agreed upon in the service level agreement of your customer contract.

You can view the data in chart or table format. To switch formats, simply click on the table or chart icon in the top left corner of the embedded report.

For more information, consult the documentation about embedded reports.

2.8.3 Maintenance Schedule Quick Guide

Determine maintenance activities for your productive and non-productive systems.

The

Maintenance Schedule

view gives you an overview of the maintenance activities for your productive and nonproductive systems. The schedule is available in both calendar and list format, each as subview of the

Maintenance Schedule

view.

You can access this view from the

Service Control Center

work center.

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Tasks

Work with the Maintenance Schedule: Calendar

Here you can get a clear overview of the maintenance schedule for you systems in a calendar format. The maintenance activities are color-coded, so you can see at a glance what events have been scheduled for which system.

There are four different types of maintenance activities:

●

Maintenance

: A regular period of maintenance, as agreed in your contract.

●

Upgrade

: A period of downtime that is required when installing a newer version of your SAP solution.

●

Emergency

: A non-schedule period of maintenance that is required due to issues with the system.

●

Service Operations

: A downtime scheduled due to additional service requests, such as copying a system, or a request for a test system.

Work with the Maintenance Schedule: List (Basic)

There are two versions of the

List

subview — basic and advanced. The default is advanced.

You can change from the

Basic

version by clicking on

Advanced

, which is in the top right corner of the content area of the screen.

Use the

Show

function to display information for productive systems, non-productive systems, or for all systems.

Use the

Group By

function and select

System ID

to display the maintenance schedule by system ID, and get an overview for each system.

To see more information about a maintenance schedule item, simply highlight one of the items in the list. The details are automatically displayed at the bottom of the content area.

Work with the Maintenance Schedule: List (Advanced)

In addition to the functions available in the basic version of this view, you can also restrict the information that is shown by choosing

Productive

,

Non-Productive

, or

All Systems

, entering dates in the

Date From/To

fields and then clicking

Go

.

The default selection is usually for the current month and productive systems. If you select alternative dates and system types, but then wish to display the default selection, click

Reset

and then

Go

.

Create Queries

When you use the selection criteria to restrict the information to be displayed it is called a query. You can save this query to view again in the future.

To restrict the information to be displayed:

1. From the

Show

dropdown list select a system type.

2. Enter the period for which you want to restrict the schedule information.

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3. Click

Go

.

The information displayed is for the period and system type that you selected.

4. To save this particular set of selection criteria, click

Save Query

.

5. In the dialog, enter a name for the query.

To set this query as the default that is shown each time you log on, check the box

Use As Default Query

.

Organize Queries

Here you can delete a query if you no longer require it, or you can change the default query that is displayed.

To delete a query, click

Organize Queries

, select the query you want to delete and then click on

Delete

.

Note that you can only delete queries that you have created yourself. The three standard queries

Productive

Systems

,

Non-Productive Systems

, and

All Systems

cannot be deleted and the

Delete

button will be deactivated if you select one of them.

To change the default query that is displayed when you go into the

Maintenance Schedule

view, click

Organize

Queries

. In the dialog, under

Select Query Name

, select the query that you want to set as default from the dropdown list. Then click

OK

. The next time you go into the

Maintenance Schedule

view, this query will be displayed.

2.8.4 Contact Details Quick Guide

Access an overview of the information maintained for your contacts.

In the

Service Control Center

work center, the

Contact Details

view provides an overview of the information maintained for your contacts.

You can access this view from the

Service Control Center

work center.

There are three contact types:

●

IT Contact

: A contact person in your organization who gives you system information and to whom you report downtimes.

●

SAP Store Buyer

: A contact person in your organization who is authorized to procure solutions on your behalf in the

SAP Store

.

During initial implementation, you can assign service agents as contacts of the type

SAP Store Buyer

to allow them to purchase partner solutions. Once employees are available, we strongly recommend that you change the contact assignment to an employee assignment. After go-live, we recommend that you only assign employees as SAP Store buyers.

●

Commercial Contact

: A contact person in your organization who is authorized to order services from SAP, such as purchasing additional licenses.

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Tasks

Assign a Contact to a Contact Type

To assign contacts to contact types in this view, do the following:

1. Click

Create Contact Assignment

.

The

Assign Contact to Contact Type

screen opens.

2. From the

Contact Type

dropdown list box, choose the contact type.

3. Under

Contact Information

, click on the value help icon and then select the contact to whom you want to assign this type.

4. Ensure that all mandatory fields have been filled out.

Ensure that the contact has an e-mail address. If it is not maintained, get the contact in question to add the email address under

Home Self-Services Self-Services Overview Company Address Book Edit My

Contact Data

5. Then click

Send Changes

to save the changes or

Send Changes and Close

to save the changes and close the screen.

Note

Not every user or employee is automatically available as a contact in the value help. If you want to assign a contact and they are not available in the list you have the following options:

If you are an administrator:

● Assign the person you wish to be a contact to the

Incident

view of the

Application and User Management

work center. This will ensure they are then automatically available for selection as a contact person in the value help.

● If you cannot assign the contact because their details are incomplete, update the details in the

Personnel

Administration

work center, in the

Regular Tasks

view under

Personal Changes

. Changes to contact person details may take several hours to appear in the system.

If you are not an administrator:

● Report an incident to get the person included as a contact in the value help.

● Register the person as a contact in the

Business Center .

Create a New Contact

To create a new contact:

1. Click on

Create Contact Assignment

2. In the

Assign Contact to Contact Type

screen, click on

Assign to New Contact

.

3. In the

Assign New Contact to Contact Type

screen, select the contact type from the dropdown list box, fill in the details in the mandatory fields (marked with an *) under

General Information

, and, under

Communication

Details

, ensure that you enter an e-mail address and select a correspondence language from the dropdown list box.

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4. Click

Send Changes

or

Send Changes and Close

.

5. In the

Contact Details

view click

Refresh

. The contact you created now appears in the list with the status

Requested

.

Edit the Details of a Contact

To edit the details of a contact select a contact in the list and click

Edit

.

If you have already requested changes for a particular contact, then it is not possible to edit this contact until the request has been processed.

It is also not possible to edit the contact details of an administrator.

Remove a Contact Assignment

To deassign a contact from a contact type, click on

Remove Contact Assignment

. Then click on

Confirm

in the confirmation dialog to send the changes.

Note

There must always be at least one commercial contact, one IT contact, and one SAP Store buyer assigned in the

Contact Details

view.

View Company Details for a Contact

To view the company address and communication details of a contact, select the contact and click on

View

Company Details

.

The address details are used for the purpose of delivering SAP services, such as sending a quote or invoices by mail. Ensure that the details are correct. If they are not correct, create an incident.

2.8.5 User Subscriptions Quick Guide

Monitor the number of user subscriptions in your solution, and group them by user type.

This view enables you to check whether you have sufficient subscriptions for users assigned to the solution.

You can access this view from the

Service Control Center

work center.

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Tasks

Display Your User Subscriptions By Type

Your can display your subscriptions by user type. To do so, select

User Type

from the

Group By

dropdown list box, and click

Go

.

There are six types of user subscriptions:

● Standard Self-Service User

● Standard Enterprise User

● SCM Enterprise User

● CRM Sales Team User

● SCM Self-Service User

● Project Manager Self-Service User

The functionality that is available for each user subscription is summarized below.

Table 21:

User Type Functionality

Standard Self-Service User

Project Management Self-Service User

Self-service and data-entry tools.

This includes, but is not limited to:

● Time and expense reporting

● Travel management

● Leave requests

● Editing time sheets

● Editing personal data

● Creating incidents

The standard self-service user functionality as listed above, plus:

● Update project task information

● Create and manage project-related work packages

● Assign project team members to work packages

● Efficient checklist handling

● Document collaboration

SCM Self-Service User The standard self-service user functionality as listed above, plus:

● Data entry and task confirmation using terminals or other devices

● Receive and confirm: Pick, pack and ship tasks

● Production: Receive and confirm make tasks

● Quality assurance: Receive and confirm inspection tasks

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CRM Sales Team User

Standard Enterprise User

SCM Standard Enterprise User

The standard self-service user functionality as listed above, plus:

● Organization and business data setup

● Management of accounts and market information

● Activity Management

● Marketing and campaign management

● Lead and opportunity management

● Built-in analytics

The standard self-service user functionality as listed above, plus:

● Organization and business data setup

● Financials

● Internal project management

● Personnel administration, compensation, and, time and labor management

● Marketing, sales, and service

● Contract management

● Purchase request and order management

● Collaboration, groupware integration, and desktop inte­ gration tools

● Built-in analytics

● Regulatory compliance tools

The standard self-service user functionality and standard en­ terprise user functionality as listed above, plus:

● Supply chain planning and control

● Fulfillment planning and control

● Supply and demand planning, and forecasting

● Warehousing, inbound and outbound logistics, physical inventory, and stock transfer

● Order preparation and scheduling

● Production monitoring and control

● Operations tracking and tracing

Monitor Your User Subscriptions

Click the dropdown list beside

Show

to display information on your user subscriptions for the:

● Current Month

● Last Month

● Last 6 Months

You can further group the information by selecting

User Type

from the

Group By

dropdown list box. The default setting is

None

, in which case the most recently updated subscriptions are displayed first.

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Check the number of

Licensed Users

against the number of

Active Users

. If the number of active users exceeds the number of licensed users, this will be indicated by a red traffic light under the

Status

column. The number of excess users is detailed in the

Over Usage

column.

To get more information on what to do if you if the number of active users exceeds the number of licensed users, select the row where there is over usage, and information is displayed at the bottom of the screen.

Display List of Users per User Type

You can display a list of all users that are assigned to a user type. If you click on the user ID, the system displays the

Business User

fact sheet. In the fact sheet, you can see which work center views are assigned to that business user. You can also remove assignments to work centers that the business user does not need.

Adjust Active Users and User Subscriptions

If the number of active users exceeds the number of licensed users, either adjust the number of users assigned to work centers and views or request additional user licenses.

To adjust the number of active users, choose

Application and User Management User and Access

Management Business Users

.

To request additional user subscriptions, contact your SAP representative or SAP partner.

2.9 Background Jobs Quick Guide

Jobs are an important part of how the application operates. A job is a scheduled instance of a mass data run.

Users create mass data runs in the solution and then schedule them to run immediately, or regularly at a set time, or after another specified job. When the user schedules the run, the solution represents it as a job. There may be multiple jobs scheduled for one mass data run.

The

Background Jobs

view in the

Administrator

and

Application and User Management

work centers allows you to view the jobs in the solution. You can adjust the list to display all scheduled jobs, all failed jobs, all jobs that are currently running, and all jobs that ran the week before. The status of each job is displayed in the

Status

column.

There you can see if a job failed or finished, or if its release was cancelled.

Business background

Mass Data Runs

A Mass Data Run (MDR) is the automatic mass processing of a task or a business transaction. MDRs enable mass processing of business data and are used in business processes, for example, invoice runs, payment authorization

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runs, or balance confirmation runs. When a user schedules an MDR the system represents it as a background job.

During scoping, it is possible to provide default variants of the MDRs.

MDRs are created and maintained in the work centers. Using the

Job Scheduler

, users schedule the run to execute once or regularly at specified times.

In the

Background Jobs

view, you can monitor and reschedule MDR jobs that are created by users in other work centers.

For more information, see the documentation about mass data runs.

Application Log

Application logs are created as a result of business processes that require logging of business steps, for example, the execution of mass data runs. The application log displays detailed information about business process steps and their results allowing you to review these at a later point in time.

For more information, see: Application Log.

Important tasks

View the Job Log

You can view the job log for any job that was scheduled and was run in the solution. In the job log you can see, for example, the reasons why a job failed and what must be corrected before a job is rescheduled.

1. Select the

Background Jobs

view.

2. In the

Show

field, select

All failed Jobs

or

Jobs run in last week

to see the runs for which you can view the job log.

3. Select the job for which you want to see the job log and choose

View Job Log

to open the

Job Log

screen.

4. Check the job log.

5. Choose

Close

to close the job log and return to the background job overview

View the Application Log

You can view the application log for any job that was scheduled and was run in the solution. In the application log you can see, for example, the summary and the administrative data.

1. Select the

Background Jobs

view.

2. In the

Show

field, select

All failed Jobs

or

Jobs run in last week

to see the runs for which you can view the application log.

3. Select the job for which you want to see the application log and choose

View Application Log

to open the

Application Log

screen.

4. Check the application log.

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5. Choose

Close

to close the application log and return to the background job overview

Reschedule a Job

You can reschedule a job that has been created and scheduled by another user.

1. Select the

Background Jobs

view.

2. In the

Show

field select

All Scheduled Jobs

and click

Go

.

3. To reschedule a job, select the job you want to reschedule, and click

Reschedule

. The

Reschedule Job

screen opens.

4. Under

Schedule

, choose one of the following options for the job run time:

○ Click

Run Immediately

.

○ Enter the date and time for the job to run.

In the

Recurrence

list, choose how often this job occurs.

○ Select the job it should run after.

5. Click

Save and Close

to save the new job schedule, and return to the

Background Jobs

overview.

The rescheduled job is saved to the solution. The job runs when scheduled.

Cancel a Job

You can cancel any scheduled job or any job that is currently running.

1. Select the

Background Jobs

view.

2. In the

Show

field select

All Running Jobs

or

All Scheduled Jobs

and click

Go

.

3. To cancel a job, select the job that you want to cancel and choose

Cancel Job

.

The job is now cancelled and the status of the job is set to

Obsolete

in the

Background Jobs

list.

2.10 Monitoring Background Jobs

In the

Background Jobs

view, you can monitor and reschedule mass data run jobs that are created by users in other work centers.

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

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Jobs are an important part of how the application operates. A job is a scheduled instance of a mass data run.

Users create mass data runs in the solution and then schedule them to run immediately, or regularly at a set time, or after another specified job. When the user schedules the run, the solution represents it as a job. There may be multiple jobs scheduled for one mass data run.

The

Background Jobs

view in the

(Beta) Administration

work center under

Business Operations System

Status

allows you to view the jobs in the solution. You can adjust the list to display all scheduled jobs, all failed jobs, all jobs that are currently running, and all jobs that ran the week before. The status of each job is displayed in the

Status

column. There you can see if a job failed or finished, or if its release was cancelled.

Business background

Mass Data Runs

A Mass Data Run (MDR) is the automatic mass processing of a task or a business transaction. MDRs enable mass processing of business data and are used in business processes, for example, invoice runs, payment authorization runs, or balance confirmation runs. When a user schedules an MDR the system represents it as a background job.

During scoping, it is possible to provide default variants of the MDRs.

MDRs are created and maintained in the work centers. Using the

Job Scheduler

, users schedule the run to execute once or regularly at specified times.

In the

Background Jobs

view, you can monitor and reschedule MDR jobs that are created by users in other work centers.

For more information, see the documentation about mass data runs.

Application Logs

Application logs are created as a result of business processes that require logging of business steps, for example, the execution of mass data runs. The application log displays detailed information about business process steps and their results allowing you to review these at a later point in time.

For more information, see the documentation about the application log.

Important tasks

View the Job Log

You can view the job log for any job that was scheduled and ran in the solution. In the job log you can see, for example, the reasons why a job failed and what must be corrected before a job is rescheduled.

1. Select the

Background Jobs

view.

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2. In the

Show

field, select

All failed Jobs

or

Jobs run in last week

to see the runs for which you can view the job log.

3. Select the job for which you want to see the job log and choose

View Job Log

to open the

Job Log

screen.

4. Check the job log.

5. Choose

Close

to close the job log and return to the background job overview

Reschedule a Job

You can reschedule a job that has been created and scheduled by another user.

1. Select the

Background Jobs

view.

2. In the

Show

field select

All Scheduled Jobs

and click

Go

.

3. To reschedule a job, select the job you want to reschedule, and click

Reschedule

. The

Reschedule Job

screen opens.

4. Under

Schedule

, choose one of the following options for the job run time:

○ Click

Run Immediately

.

○ Enter the date and time for the job to run.

In the

Recurrence

list, choose how often this job occurs.

○ Select the job it should run after.

5. Click

Save and Close

to save the new job schedule, and return to the

Background Jobs

overview.

The rescheduled job is saved to the solution. The job runs when scheduled.

Cancel a Job

You can cancel any scheduled job or any job that is currently running.

1. Select the

Background Jobs

view.

2. In the

Show

field select

All Running Jobs

or

All Scheduled Jobs

and click

Go

.

3. To cancel a job, select the job that you want to cancel and choose

Cancel Job

.

The job is now cancelled and the status of the job is set to

Obsolete

in the

Background Jobs

list.

2.11 Create Business Data Using Microsoft Excel®

You can use Microsoft Excel to create business data in your solution.

Prerequisites

To use Microsoft Excel with your solution, ensure that the Add-In for Microsoft Excel® is correctly installed, as follows:

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1. Choose

Download

, then download the Add-In for Microsoft Excel® .

2. Run the installation and setup wizards that appear.

3. Open Microsoft Excel, then ensure that the add-in is active. If needed, consult the documentation in Microsoft

Excel for instructions on how to activate add-ins.

4. Ensure that your Web browser is set to prompt automatically for file downloads. If needed, consult the documentation in your Web browser for additional information.

2.12 Export Business Data Using Microsoft Excel®

Export different types of data from your SAP solution to Microsoft Excel. Then use Microsoft Excel to organize and analyze that data.

Overview

You can export data from a report or from a worklist.

Prerequisites

● You have installed the latest Add-In for Microsoft Excel®. Depending on your solution set-up, you can do this from the:

○

Self Services Overview

in the

Home

work center

○

Download Center

in the Application and User Management work center

○

Download

link that is available directly on the user interface

● The settings for your browser must be set correctly. You can check this by clicking

Check My Computer

Settings

on the logon screen.

● You must be authorized to perform an export to Microsoft Excel®.

Procedure

1. Go to the screen with the data you want to export.

2. Depending on the type of data, choose one of these options:

○ For a report, you can either export a chart or a table. To do so, select the report, and click

Switch to Chart

or

Switch to Table

.

○ For a worklist, select the worklist and click

Go

.

3. Click

Export

, then choose

To Microsoft Excel

.

4. Optional: Personalizing your excel export

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1. To select the columns in your exported excel, do the following:

1. In the title bar, click

Personalize This screen

2. In the side panel, select

Display Settings

.

3. In the Display Settings dialog box, you can export all the columns in the view by selecting

All

in the

Export Columns

field

Note

The default value for this field is

Visible

, which exports only the currently displayed columns.

2. To select the language for your excel export, do the following

1. In the Display Settings dialog box, set the

Language Selection

field to

Show

and click

OK

2. Click

Save

.

3. Click

Export

, then choose To Microsoft Excel®

4. Select a language in the dialog box that opens.

Note

The column selection preference in this dialog box allows you to override the personalized setting.

This selection is valid for the current export only.

5. Select the template in the dialog box that is displayed.

Note

○ If there is only one template that has the logged in language variant, then the export will be performed in the logged in language, and no user interaction is required.

○ If there is only one template in the system for this export scenario, but the logged in language variant is not available, then export will be performed in the English language.

○ If there is more than one template in the system for this export scenario, the

Template List

dialog box is displayed. In this dialog, you can select the Microsoft Excel template that you want to use for the export. The template will dictate how your exported data will be formatted. The Microsoft Excel version that is relevant for each template is displayed.

6. Click

Download

.

7. A message shows that you can open or save the file that contains the data you have just exported from the solution. Click

Open

or

Save

depending on what you want to do with the exported data.

Depending on whether you click

Open

or

Save

, there are two possible results:

○ If you click

Open

, a worksheet opens with the data in Microsoft Excel. The file has a temporary name, but it is not saved. You can use all the functions of Microsoft Excel to organize the data and to save that worksheet.

○ If you click

Save

, a

Save As

dialog box opens. You can specify an appropriate file name and a location to save the exported Microsoft Excel file to. A message will inform you when the download has completed successfully.

You can later navigate to the location where you have saved the template and open it.

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2.13 About Incidents

An incident is a non-standard occurrence in the system that interrupts the operation of a service, or may reduce the quality of a service immediately or in the near future.

As an administrator, you are responsible for managing incidents reported by users in your company and, in some cases, for those reported automatically as a result of health checks. If you are unable to solve an incident yourself, you can forward it to your provider to request assistance. Since the provider and requester cannot communicate directly with one another, you as the processor of the incident are responsible for information flow, for example, for forwarding a solution proposed by the provider to the requester of the incident.

The

Incidents

view provides all the tools you require to manage incidents.

Handling Incidents [page 111]

As an operator or administrator, you are responsible for managing incidents reported by users in your company and, in some cases, for those reported automatically as a result of health checks.

Business background

Incidents Overview

An incident appears to the user as unexpected system behavior, such as:

● An unexpected or unclear error message on the screen

● Incorrect or missing data

● System performance problems

If you encounter a problem in the application, you can search existing knowledge bases for a solution. If no solution is available, you can report an incident to your key user to request help in solving the problem.

Incident Priorities

When a user reports an incident, he or she must assign it a category and priority so that you as the processor can see at a glance what kind of problem has occurred and what impact it has on business productivity.

The following priorities are available:

Table 22: Business Impact for Incident Priorities

Priority Business Impact

Very High

Critical business processes are affected and crucial tasks cannot be carried out. The incident re­ quires immediate attention because it could result in business downtime for the organization. Secur­ ity-related incidents must always be assigned this priority.

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Priority

High

Medium

Low

Business Impact

Key business processes are affected and important tasks cannot be carried out. The incident re­ quires prompt attention because it could delay business processes.

Business processes are affected, but the incident has only a minor impact on business productivity.

The issue has little or no effect on business processes.

Incident Statuses

The status of an incident changes depending on the actions performed on it by the requester, you as the processor, and your provider if you forward the incident to him or her. The statuses visible to you differ slightly from those visible to the requester. The following statuses are visible to you as the processor of the incident:

Table 23: Incident Status Descriptions

Status Description

New

In Process

In Process – Provider Action

In Process – Requester Action

In Process – Solution Proposed

In Process – Reopened

Completed – Solution Accepted

Completed – Solution Rejected

Completed

The incident has recently been reported and has not yet been taken over for processing.

The incident is being processed.

The processor has forwarded the incident to the provider, from whom action is now required.

Action is required on the part of the requester of the incident.

A solution has been proposed to the requester, from whom action is now required.

The requester has rejected a proposed solution and the inci­ dent requires further action on the part of the processor.

The requester has accepted a proposed solution and the inci­ dent is resolved from his or her point of view.

The requester has rejected a proposed solution, but has can­ celed the incident because it is no longer valid or has been solved by other means, or the processor has completed the incident on behalf of the requester after the requester re­ jected the proposed solution.

The requester has canceled the incident, the processor has completed the incident on behalf of the requester, or no changes have been made to the incident for 90 days and it has been completed automatically.

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Status

Closed

Closed – Solution Accepted

Description

The processor has closed the incident after the requester can­ celed it or after the incident was completed automatically be­ cause no changes were made to it for 90 days.

The processor has closed the incident after the requester ac­ cepted a proposed solution.

For information about the statuses visible to the requester, see Track Your Incidents in the Tasks section of the documentation on Working with Incidents.

Health Check Incidents

The system can report incidents as a result of health checks. Health checks are automated tests that proactively monitor the system and alert administrators or providers when a problem is detected. Most health check incidents are routed directly to the provider for processing. When a health check detects a problem that requires the attention of the administrator, the incident appears in the

Incidents

view.

Support: General Information

Support is available 24 hours a day, 7 days a week for all administrators and is offered in the local language during business hours (9:00 a.m. – 5:00 p.m. local customer time). Outside of business hours, support is provided in

English for

Very High

priority incidents only.

Tasks and Notifications

When a new incident is reported or changes are made to an incident you are working on, you receive a task or notification.

Configuration Settings

It is possible to configure certain elements of some of the notifications in the

Business Task Management for

Incident Management

business configuration activity. To find this activity, go to the activity list of your project from the

Implementation Projects

view.

Note

If the activity is not part of your project, you must add it.

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Tasks

Track and Take Over Incidents

Track Incidents

All incidents reported by users, and some health check incidents, are forwarded to the

Incidents

view where you can view them in detail. You can control which incidents are displayed in the

Incidents

view by selecting one of the following values from the

Show

dropdown list:

Table 24: Incident Status Descriptions

Status Description

New Incidents

Incidents that have not yet been taken over for processing.

My Open Incidents

Incidents Where Provider Needs More Information

Incidents with Solution Proposal from Provider

Incidents in Process

My Team's Open Incidents

Incidents in Process by Provider

Incidents Requiring Action by Requester

Completed Incidents

Open incidents for which you are specified as the processor.

Incidents that the provider has returned to the processor with a request for additional information to help resolve the issue.

Incidents for which the provider has proposed a solution to the issue reported but that the processor has not yet pro­ posed to the requester.

Incidents that require action on the part of the processor, that is, incidents that the processor has taken over for processing and those that have been returned to the processor by the re­ quester.

Incidents for which your team is responsible. (The team is based on your organizational assignment.)

Incidents that have been forwarded to your provider, who is currently attempting to find a solution to the issue reported.

Incidents that have been returned to the requester with a pro­ posed solution or a request for additional information.

Incidents that are resolved from the requester's point of view, that is, incidents that the requester has canceled because they are no longer relevant or have been solved by some other means, or for which the requester has accepted a proposed solution. Incidents that the processor has completed on be­ half of the requester or that have been completed automati­ cally because no changes were made to them for 90 days are also displayed in this list.

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Status

Closed Incidents

All Incidents

If you select

Incidents with Solution Proposal from Provider

, you can further refine the incidents displayed by filtering the

Provider Solution

field. The following statuses are available:

Table 25:

Status Description

Blank

Proposed

Rejected

More Info Needed

The provider has not proposed a solution.

The provider has proposed a solution.

The processor has rejected the provider's solution and re­ turned the incident to the provider for further analysis.

Your provider requires more information from you (or the re­ quester) to resolve the incident.

To view the details of an incident, click its ID.

Description

Incidents that are resolved from the processor's point of view, that is, incidents that the processor has closed.

Once an incident has been closed, it can no longer be edited in any way.

All incidents, regardless of their current status.

Assign an Incident to Another User

If, for example, you are going on vacation and need to ensure that incidents you are currently working on or new incidents you would normally process yourself are processed by one of your colleagues, you can assign a specific processor to an incident. You can also use this option if you are unable to solve an incident you are working on and want to assign it to a colleague for further analysis.

1. Open the incident for editing by selecting it from the list on the

Incidents

view and clicking

Edit

.

2. In the

Processor

field, enter the name of the colleague to whom you want to assign the incident.

3. Enter information for this colleague if necessary by clicking

Add

, then choosing

Internal Comment

.

Click

Save

.

The key user to whom you have assigned the incident is informed that he or she must start processing the incident.

Take Over a New Incident for Processing

1. From the

Show

dropdown list, select

New Incidents

.

2. Select the incident you want to process, and click

Edit

.

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3. From the

Action

dropdown list, select

Start Processing

.

Click

Save

.

Your name appears in the

Processor

field and the status of the incident changes from New to In Process.

Take Over an Incident with Any Status for Processing

If, for example, one of your colleagues is ill and you need to take on his or her tasks at short notice, you can take over an incident that your colleague has already started processing.

From the list on the

Incidents

view, select the incident you want to process and click

Take Over

.

Your name appears in the

Processor

field but the status of the incident does not change.

Process an Incident

Search for a Solution

1. Take over the incident and open it for editing.

If you want to search for a solution without first taking it over for processing, for example, to scan through a list of new incidents to see which ones you can solve quickly and which ones require more effort and may need to be distributed among other administrators, click the ID of an incident to view its details and then click

Start Solution Search.

You can then search for a solution as described below.

2. Look at the incident details and determine whether you can solve the incident immediately. Especially helpful is the information on the

Screenshot

tab, which shows a screenshot of the system at the time at which the problem occurred. The requester can annotate this screenshot to further illustrate the problem and help you to understand it more quickly.

Note

The

Screenshot

tab is only displayed if a screenshot has been attached to the incident. A screenshot is attached automatically to each incident when it is reported unless:

○ The requester deselected the

Screenshot Relevant

checkbox in the

Enter Incident Information

step when reporting the incident.

○ The requester reported the incident from the Add-In for Microsoft Excel.

○ The system could not take a screenshot for technical reasons.

3. If you cannot solve the incident immediately, click

Solution Search

to search existing knowledge bases for a solution to the problem.

4. On the

Search

tab, in the

Find

field, enter key terms relating to the incident (for example,

sales order

).

To refine your search, click

Advanced

, then define additional search criteria.

Note

The solution may prepopulate additional search criteria. Therefore, to increase the number of hits for your search, clear the prepopulated fields, then choose

Go

.

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5. Click the title of the document you want to read and determine whether it solves the problem.

6. If you find a document that solves the problem, add it to the incident by selecting the

In Collection

checkbox.

Documents that you attach to the incident as solution proposals are listed on the

Solution Collection

tab.

If you cannot find a document that resolves the incident, forward the incident to your provider with a request for assistance as described below under Forward an Incident to the Provider.

Ask the Requester for More Information

If you have a question about the issue, you can return the incident to the requester asking for more information.

1. Open the incident for editing.

2. From the

Action

dropdown list, select

Send to Requester

.

3. Click

Add

, then choose

Note for Requester

and enter your question in the text field.

If you require a record of the exact steps the requester carried out immediately prior to the issue occurring, enter a note in the text field asking the requester to use the trace function to reproduce the issue. An explanation of this function is provided as a rollover explanation for the

Start Trace

button on the screen for editing the incident.

Click

Save

.

The status of the incident changes to In Process — Requester Action and the requester is informed that action is required on his or her part.

Edit an Incident Without Changing Its Status

If you have already started to process an incident, you can add information to it without changing its status.

1. Open the incident for editing.

2. Click

Add

, then choose

Note for Provider

,

Internal Comment

, or

Note for Requester

as appropriate, and enter your comment in the text field.

Click

Save

.

If you choose

Note for Provider

, the provider is informed that you have added information to the incident, and can open the incident to view the information you have added.

If you choose

Internal Comment

, only you can see the information you add. If you then return the incident to the requester or forward it to another key user, however, the information is also visible to this user. This option is also useful, for example, if the status of an incident is Completed, Completed – Solution

Accepted, or Completed – Solution Rejected and you want to add a note for yourself with information that helped you to solve the incident.

If you choose

Note for Requester

, the requester is informed that you have added information to the incident, and can open the incident to view the information you have added.

Forward an Incident to the Provider

If you cannot find a solution to an issue, forward the incident to your provider to request assistance.

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Note

If you forward the incident to the provider, he or she may forward it to SAP for further analysis. If SAP’s root cause analysis shows that the incident results from a partner product which has been licensed, SAP may forward this incident, including all corresponding context data, to the support organization of the partner responsible.

Prerequisites

You have maintained your contact information. You must provide a telephone number and e-mail address, so that the provider can contact you directly.

1. Open the incident for editing.

2. From the

Action

dropdown list, select

Send to Provider

.

3. Check that the entry in the

Application Area

field is correct and change it if required.

4. Click

Add

, then choose

Note for Provider

.

5. In the text field, enter information about why you are sending the incident to the provider.

If the incident you are forwarding has

Very High

priority, document the business impact in this field so that it is immediately apparent to the provider.

Caution

For security reasons, never include your password or that of the requester anywhere in the incident.

Click

Save

.

The status of the incident changes to In Process — Provider Action.

Receipt of the incident by the provider is indicated in two ways:

○ A value is displayed in the

External Reference ID

field. This is the ID that has been assigned to the incident in the provider's system.

○ A Note from Provider is displayed on the

General

tab to the effect that the incident has arrived at the provider.

Send Additional Information to the Provider

If you have already forwarded an incident to your provider and want to provide him or her with additional information, perform the following steps:

1. Open the incident for editing.

2. Click

Add

, then choose

Note for Provider

.

3. Enter the information you want to provide in the text field.

If relevant, add a file or link to the incident as an attachment.

Click

Save

.

The status of the incident does not change.

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Reply to a Question from the Provider

If the provider has returned the incident to you with a request for more information, reply to the question by performing the following steps:

1. Open the incident for editing.

2. From the

Action

dropdown list, select

Send to Provider

.

3. Click

Add

, then choose

Note for Provider

.

4. Enter the information you want to provide in the text field.

If relevant, add a file or link to the incident as an attachment.

Click

Save

.

The status of the incident changes to In Process — Provider Action.

Propose a Solution to the Requester

If you have found a solution to the issue, or your provider has proposed a solution, return the incident to the requester along with this solution.

1. Open the incident for editing.

2. From the

Action

dropdown list, select

Propose Solution

.

3. Click

Add

, then choose

Note for Requester

and enter an explanation in the text field.

If you have found a document that describes the solution you want to propose, add it to the incident as described above under Search for a Solution.

Click

Save

.

The status of the incident changes to In Process — Solution Proposed and the requester is notified that action is required on his or her part.

Return an Incident to the Provider

If the solution proposed by your provider does not solve the problem, return the incident to him or her.

1. Open the incident for editing.

2. From the

Action

dropdown list, select

Send to Provider

.

3. Click

Add

, then choose

Note for Provider

.

4. In the text field, enter the reason for which you are returning the incident.

Click

Save

.

The status of the incident changes to In Process — Provider Action.

Close an Incident

If the status of an incident is Completed, Completed — Solution Accepted, or Completed — Solution

Rejected, the

Close

option becomes available to you in the

Action

dropdown list so that you can indicate that the incident is resolved from your point of view.

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1. From the

Show

dropdown list, select

Completed Incidents

.

2. Open the incident for editing.

3. From the

Action

dropdown list, select

Close

.

4. If necessary, click

Add

, then choose

Internal Comment

and enter a note in the text field.

Click

Save

.

If the status of the incident was Completed — Solution Accepted, it now changes to Closed —

Solution Accepted.

If the status of the incident was Completed or Completed — Solution Rejected, it now changes to

Closed.

The incident is now closed and can no longer be edited.

Use Application Sharing

The provider can initiate a secure application sharing session with you or any user in your company. To do this, the provider sends you a session request that includes the session number. When you receive a request, start the session at the appointed time by performing the following steps:

1. Open the incident for editing.

2. Click

Start Remote Support

.

A new browser session opens and the Netviewer Web page appears.

3. Select the language for your session, then click the icon under

Click to start the Netviewer one2meet participant program

.

4. Click

Run

.

Note

Depending on your security settings, you might have to click

Run

more than once.

The

Start session

screen appears.

5. Enter the session number that appears in the request from your provider. (You do not need a password to join the session.)

6. Click

Connect

.

The Netviewer screen appears.

7. Follow the steps on the screen and agree to share the content of your screen with the provider.

8. If you want to keep a copy of the Netviewer session log file, click

Save

.

Note

To view the log file, you need the Netviewer NetPlayer, which you can download from the same Web page from which you started the session.

Process a Health Check Incident

When you receive a health check incident, the steps you need to follow to solve the issue are listed in the message. Health checks appear in your application language.

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Note

The description appears in English by default. This ensures that the provider can understand it. You can view the information in your application language by clicking

Health Check

.

To resolve the incident, perform the following steps:

1. Take over the incident and open it for editing.

2. Read the instructions in the health check message and perform the steps listed there.

3. If completing the steps solves the incident, from the

Action

dropdown list, select

Complete

.

Click

Save

.

The status of the incident changes to Completed and you can then close it.

4. If completing the steps does not solve the incident, from the

Action

dropdown list, select

Send to Provider

to forward the incident to the provider.

If you want to include additional information in the health check incident you are forwarding, you can add or update attachments or click

Add

, then choose

Note for All Parties Involved

to enter additional information in the text field.

Note

If you add text using this feature, everyone involved in processing the incident (the processor and provider) is able to read it.

If necessary, you can also change the priority of the incident.

Click

Save

.

The status of the incident changes to In Process — Provider Action.

Exceptional Cases

Escalate an Incident

Incident Escalation Management is an exceptional process for handling critical incidents that cannot be solved satisfactorily or within a reasonable period of time by the Incident Management process.

Prerequisites

You have submitted an incident with

Very High

priority and its initial response time (IRT) has been exceeded.

A

Very High

priority incident is justified in the following situations:

● You cannot access your application at all.

● The go live of your application or an upgrade of your system is endangered.

● Your core business processes are suspended and no alternative processes are available.

● Your incident requires immediate attention because the current issue leads to serious losses for your business.

To request escalation, call the emergency hotline for your country and provide the following information:

● The incident ID

● The business impact of the incident

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● The name of at least one contact person - who can be reached 24 hours a day, 7 days a week - and his or her telephone number and e-mail address.

Complete an Incident on Behalf of the Requester

If it is not possible for the requester to complete an incident, for example, because he or she has left the company, you as the processor must complete the incident on the requester's behalf.

1. Open the incident for editing.

2. From the

Action

dropdown list, select

Complete

.

Click

Save

.

The status of the incident changes to Completed (or Completed – Solution Rejected if the requester has already rejected a proposed solution) and you can then close it.

2.13.1 Handling Incidents

As an operator or administrator, you are responsible for managing incidents reported by users in your company and, in some cases, for those reported automatically as a result of health checks.

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

As an operator or administrator, you are responsible for managing incidents reported by users in your company and, in some cases, for those reported automatically as a result of health checks. If you are unable to solve an incident yourself, you can forward it to your provider to request assistance. Since the provider and requester cannot communicate directly with one another, you as the processor of the incident are responsible for information flow, for example, for forwarding a solution proposed by the provider to the requester of the incident.

The

Incidents

view provides all the tools you require to manage incidents.

Parent topic: About Incidents [page 100]

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Business background

Incidents Overview

An incident is a non-standard occurrence in the system that interrupts the operation of a service, or may reduce the quality of a service immediately or in the near future. An incident appears to the user as unexpected system behavior, such as:

● An unexpected or unclear error message on the screen

● Incorrect or missing data

● System performance problems

If you encounter a problem in the application, you can search existing knowledge bases for a solution. If no solution is available, you can report an incident to your key user to request help in solving the problem.

Incident Priorities

When a user reports an incident, he or she must assign it a category and priority so that you as the processor can see at a glance what kind of problem has occurred and what impact it has on business productivity.

The following priorities are available:

Table 26: Business Impact for Incident Priorities

Priority Business Impact

Very High

High

Medium

Low

Critical business processes are affected and crucial tasks cannot be carried out. The incident re­ quires immediate attention because it could result in business downtime for the organization. Secur­ ity-related incidents must always be assigned this priority.

Key business processes are affected and important tasks cannot be carried out. The incident re­ quires prompt attention because it could delay business processes.

Business processes are affected, but the incident has only a minor impact on business productivity.

The issue has little or no effect on business processes.

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Incident Statuses

The status of an incident changes depending on the actions performed on it by the requester, you as the processor, and your provider if you forward the incident to him or her. The statuses visible to you differ slightly from those visible to the requester. The following statuses are visible to you as the processor of the incident:

Table 27: Incident Status Descriptions

Status Description

New

The incident has recently been reported and has not yet been taken over for processing.

In Process

In Process – Provider Action

In Process – Requester Action

In Process – Solution Proposed

In Process – Reopened

Completed – Solution Accepted

Completed – Solution Rejected

Completed

Closed

Closed – Solution Accepted

The incident is being processed.

The processor has forwarded the incident to the provider, from whom action is now required.

Action is required on the part of the requester of the incident.

A solution has been proposed to the requester, from whom action is now required.

The requester has rejected a proposed solution and the inci­ dent requires further action on the part of the processor.

The requester has accepted a proposed solution and the inci­ dent is resolved from his or her point of view.

The requester has rejected a proposed solution, but has can­ celed the incident because it is no longer valid or has been solved by other means, or the processor has completed the incident on behalf of the requester after the requester re­ jected the proposed solution.

The requester has canceled the incident, the processor has completed the incident on behalf of the requester, or no changes have been made to the incident for 90 days and it has been completed automatically.

The processor has closed the incident after the requester can­ celed it or after the incident was completed automatically be­ cause no changes were made to it for 90 days.

The processor has closed the incident after the requester ac­ cepted a proposed solution.

For information about the statuses visible to the requester, see Track Your Incidents in the Tasks section of the documentation on Working with Incidents.

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Health Check Incidents

The system can report incidents as a result of health checks. Health checks are automated tests that proactively monitor the system and alert administrators or providers when a problem is detected. Most health check incidents are routed directly to the provider for processing. When a health check detects a problem that requires the attention of the administrator, the incident appears in the

Incidents

view.

Support: General Information

Support is available 24 hours a day, 7 days a week for all administrators and is offered in the local language during business hours (9:00 a.m. – 5:00 p.m. local customer time). Outside of business hours, support is provided in

English for

Very High

priority incidents only.

Tasks and Notifications

When a new incident is reported or changes are made to an incident you are working on, you receive a task or notification.

Configuration Settings

It is possible to configure certain elements of some of the notifications in the

Business Task Management for

Incident Management

business configuration activity. To find this activity, go to the activity list of your project from the

Implementation Projects

view.

If the activity is not part of your project, you must add it.

Tasks

Track and Take Over Incidents

Track Incidents

All incidents reported by users, and some health check incidents, are forwarded to the

Incidents

view where you can view them in detail. You can control which incidents are displayed in the

Incidents

view by selecting one of the following values from the

Show

dropdown list:

Table 28: Incident Status Descriptions

Status Description

New Incidents

Incidents that have not yet been taken over for processing.

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Status

My Open Incidents

Incidents Where Provider Needs More Information

Incidents with Solution Proposal from Provider

Incidents in Process

My Team's Open Incidents

Incidents in Process by Provider

Incidents Requiring Action by Requester

Completed Incidents

Closed Incidents

All Incidents

Description

Open incidents for which you are specified as the processor.

Incidents that the provider has returned to the processor with a request for additional information to help resolve the issue.

Incidents for which the provider has proposed a solution to the issue reported but that the processor has not yet pro­ posed to the requester.

Incidents that require action on the part of the processor, that is, incidents that the processor has taken over for processing and those that have been returned to the processor by the re­ quester.

Incidents for which your team is responsible. (The team is based on your organizational assignment.)

Incidents that have been forwarded to your provider, who is currently attempting to find a solution to the issue reported.

Incidents that have been returned to the requester with a pro­ posed solution or a request for additional information.

Incidents that are resolved from the requester's point of view, that is, incidents that the requester has canceled because they are no longer relevant or have been solved by some other means, or for which the requester has accepted a proposed solution. Incidents that the processor has completed on be­ half of the requester or that have been completed automati­ cally because no changes were made to them for 90 days are also displayed in this list.

Incidents that are resolved from the processor's point of view, that is, incidents that the processor has closed.

Once an incident has been closed, it can no longer be edited in any way.

All incidents, regardless of their current status.

If you select

Incidents with Solution Proposal from Provider

, you can further refine the incidents displayed by filtering the

Provider Solution

field. The following statuses are available:

Table 29:

Status Description

Blank

Proposed

The provider has not proposed a solution.

The provider has proposed a solution.

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Status

Rejected

More Info Needed

To view the details of an incident, click its ID.

Description

The processor has rejected the provider's solution and re­ turned the incident to the provider for further analysis.

Your provider requires more information from you (or the re­ quester) to resolve the incident.

Assign an Incident to Another User

If, for example, you are going on vacation and need to ensure that incidents you are currently working on or new incidents you would normally process yourself are processed by one of your colleagues, you can assign a specific processor to an incident. You can also use this option if you are unable to solve an incident you are working on and want to assign it to a colleague for further analysis.

1. Open the incident for editing by selecting it from the list on the

Incidents

view and clicking

Edit

.

2. In the

Processor

field, enter the name of the colleague to whom you want to assign the incident.

3. Enter information for this colleague if necessary by clicking

Add

, then choosing

Internal Comment

.

Click

Save

.

The key user to whom you have assigned the incident is informed that he or she must start processing the incident.

Take Over a New Incident for Processing

1. From the

Show

dropdown list, select

New Incidents

.

2. Select the incident you want to process, and click

Edit

.

3. From the

Action

dropdown list, select

Start Processing

.

Click

Save

.

Your name appears in the

Processor

field and the status of the incident changes from New to In Process.

Take Over an Incident with Any Status for Processing

If, for example, one of your colleagues is ill and you need to take on his or her tasks at short notice, you can take over an incident that your colleague has already started processing.

From the list on the

Incidents

view, select the incident you want to process and click

Take Over

.

Your name appears in the

Processor

field but the status of the incident does not change.

Process an Incident

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Search for a Solution

1. Take over the incident and open it for editing.

If you want to search for a solution without first taking it over for processing, for example, to scan through a list of new incidents to see which ones you can solve quickly and which ones require more effort and may need to be distributed among other administrators, click the ID of an incident to view its details and then click

Start Solution Search.

You can then search for a solution as described below.

2. Look at the incident details and determine whether you can solve the incident immediately. Especially helpful is the information on the

Screenshot

tab, which shows a screenshot of the system at the time at which the problem occurred. The requester can annotate this screenshot to further illustrate the problem and help you to understand it more quickly.

Note

The

Screenshot

tab is only displayed if a screenshot has been attached to the incident. A screenshot is attached automatically to each incident when it is reported unless:

○ The requester deselected the

Screenshot Relevant

checkbox in the

Enter Incident Information

step when reporting the incident.

○ The requester reported the incident from the Add-In for Microsoft Excel.

○ The system could not take a screenshot for technical reasons.

3. If you cannot solve the incident immediately, click

Solution Search

to search existing knowledge bases for a solution to the problem.

4. On the

Search

tab, in the

Find

field, enter key terms relating to the incident (for example,

sales order

).

To refine your search, you can click

Advanced

and define additional search criteria such as the work center and work center view on which the problem occurred.

It is possible that the system has prefilled some of the additional search criteria fields that are displayed when you click

Advanced

. To increase the number of hits your search returns, clear the values in these fields.

Click

Go

.

The system searches the following repositories for solutions to the problem:

Table 30: Repository Types

Repository Description

Discussion forums in which users can post questions and discuss topics Community Resour­ ces

Troubleshooting

Built-In Help

A collection of common problems, along with their solutions or workarounds

The documents and learning content delivered with the solution

The system displays the documents that match your key terms. The solution search is not language-specific, which means that the results list may contain documents in languages other than your application language if your key terms were found in these documents.

The display language of your Web browser determines the language in which the documents are displayed.

This means that if you click a document in the results list that has an English title, but your Web browser language is German, when you open the document it is displayed in German if the document is available in

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German. To change the language in which documents are displayed, change the language of your Web browser.

To group the search results by repository type, from the

Group By

dropdown list, choose

Repository Type

.

Tip

If you enter keywords in a language other than English and you receive too few hits, repeat your search using English keywords to increase the chance of receiving a larger number of hits.

Tip

Another reason for which you may receive too few hits is that the system has prefilled some of the additional search criteria fields that are displayed when you click

Advanced

. To increase the number of hits your search returns, clear the values in these fields.

5. Click the title of the document you want to read and determine whether it solves the problem.

6. If you find a document that solves the problem, add it to the incident by selecting the

In Collection

checkbox.

Documents that you attach to the incident as solution proposals are listed on the

Solution Collection

tab.

If you cannot find a document that resolves the incident, forward the incident to your provider with a request for assistance as described below under Forward an Incident to the Provider.

Ask the Requester for More Information

If you have a question about the issue, you can return the incident to the requester asking for more information.

1. Open the incident for editing.

2. From the

Action

dropdown list, select

Send to Requester

.

3. Click

Add

, then choose

Note for Requester

and enter your question in the text field.

If you require a record of the exact steps the requester carried out immediately prior to the issue occurring, enter a note in the text field asking the requester to use the trace function to reproduce the issue. An explanation of this function is provided as a rollover explanation for the

Start Trace

button on the screen for editing the incident.

Click

Save

.

The status of the incident changes to In Process — Requester Action and the requester is informed that action is required on his or her part.

Edit an Incident Without Changing Its Status

If you have already started to process an incident, you can add information to it without changing its status.

1. Open the incident for editing.

2. Click

Add

, then choose

Note for Provider

,

Internal Comment

, or

Note for Requester

as appropriate, and enter your comment in the text field.

Click

Save

.

If you choose

Note for Provider

, the provider is informed that you have added information to the incident, and can open the incident to view the information you have added.

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If you choose

Internal Comment

, only you can see the information you add. If you then return the incident to the requester or forward it to another key user, however, the information is also visible to this user. This option is also useful, for example, if the status of an incident is Completed, Completed – Solution

Accepted, or Completed – Solution Rejected and you want to add a note for yourself with information that helped you to solve the incident.

If you choose

Note for Requester

, the requester is informed that you have added information to the incident, and can open the incident to view the information you have added.

Forward an Incident to the Provider

If you cannot find a solution to an issue, forward the incident to your provider to request assistance.

Note

If you forward the incident to the provider, he or she may forward it to SAP for further analysis. If SAP’s root cause analysis shows that the incident results from a partner product which has been licensed, SAP may forward this incident, including all corresponding context data, to the support organization of the partner responsible.

Prerequisites

You have maintained your contact information. You must provide a telephone number and E-mail address so that the provider can contact you directly.

1. Open the incident for editing.

2. From the

Action

dropdown list, select

Send to Provider

.

3. Check that the entry in the

Application Area

field is correct and change it if required.

4. Click

Add

, then choose

Note for Provider

.

5. In the text field, enter information about why you are sending the incident to the provider.

If the incident you are forwarding has

Very High

priority, document the business impact in this field so that it is immediately apparent to the provider.

Caution

For security reasons, never include your password or that of the requester anywhere in the incident.

Click

Save

.

The status of the incident changes to In Process — Provider Action.

Receipt of the incident by the provider is indicated in two ways:

○ A value is displayed in the

External Reference ID

field. This is the ID that has been assigned to the incident in the provider's system.

○ A Note from Provider is displayed on the

General

tab to the effect that the incident has arrived at the provider.

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Send Additional Information to the Provider

If you have already forwarded an incident to your provider and want to provide him or her with additional information, perform the following steps:

1. Open the incident for editing.

2. Click

Add

, then choose

Note for Provider

.

3. Enter the information you want to provide in the text field.

If relevant, add a file or link to the incident as an attachment.

Click

Save

.

The status of the incident does not change.

Reply to a Question from the Provider

If the provider has returned the incident to you with a request for more information, reply to the question by performing the following steps:

1. Open the incident for editing.

2. From the

Action

dropdown list, select

Send to Provider

.

3. Click

Add

, then choose

Note for Provider

.

4. Enter the information you want to provide in the text field.

If relevant, add a file or link to the incident as an attachment.

Click

Save

.

The status of the incident changes to In Process — Provider Action.

Propose a Solution to the Requester

If you have found a solution to the issue, or your provider has proposed a solution, return the incident to the requester along with this solution.

1. Open the incident for editing.

2. From the

Action

dropdown list, select

Propose Solution

.

3. Click

Add

, then choose

Note for Requester

and enter an explanation in the text field.

If you have found a document that describes the solution you want to propose, add it to the incident as described above under Search for a Solution.

Click

Save

.

The status of the incident changes to In Process — Solution Proposed and the requester is notified that action is required on his or her part.

Return an Incident to the Provider

If the solution proposed by your provider does not solve the problem, return the incident to him or her.

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1. Open the incident for editing.

2. From the

Action

dropdown list, select

Send to Provider

.

3. Click

Add

, then choose

Note for Provider

.

4. In the text field, enter the reason for which you are returning the incident.

Click

Save

.

The status of the incident changes to In Process — Provider Action.

Close an Incident

If the status of an incident is Completed, Completed — Solution Accepted, or Completed — Solution

Rejected, the

Close

option becomes available to you in the

Action

dropdown list so that you can indicate that the incident is resolved from your point of view.

1. From the

Show

dropdown list, select

Completed Incidents

.

2. Open the incident for editing.

3. From the

Action

dropdown list, select

Close

.

4. If necessary, click

Add

, then choose

Internal Comment

and enter a note in the text field.

Click

Save

.

If the status of the incident was Completed — Solution Accepted, it now changes to Closed —

Solution Accepted.

If the status of the incident was Completed or Completed — Solution Rejected, it now changes to

Closed.

The incident is now closed and can no longer be edited.

Use Application Sharing

The provider can initiate a secure application sharing session with you or any user in your company. To do this, the provider sends you a session request that includes the session number. When you receive a request, start the session at the appointed time by performing the following steps:

1. Open the incident for editing.

2. Click

Start Remote Support

.

A new browser session opens and the Netviewer Web page appears.

3. Select the language for your session, then click the icon under

Click to start the Netviewer one2meet participant program

.

4. Click

Run

.

Note

Depending on your security settings, you might have to click

Run

more than once.

The

Start session

screen appears.

5. Enter the session number that appears in the request from your provider. (You do not need a password to join the session.)

6. Click

Connect

.

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The Netviewer screen appears.

7. Follow the steps on the screen and agree to share the content of your screen with the provider.

8. If you want to keep a copy of the Netviewer session log file, click

Save

.

Note

To view the log file, you need the Netviewer NetPlayer, which you can download from the same Web page from which you started the session.

Process a Health Check Incident

When you receive a health check incident, the steps you need to follow to solve the issue are listed in the message. Health checks appear in your application language.

Note

The description appears in English by default. This ensures that the provider can understand it. You can view the information in your application language by clicking

Health Check

.

To resolve the incident, perform the following steps:

1. Take over the incident and open it for editing.

2. Read the instructions in the health check message and perform the steps listed there.

3. If completing the steps solves the incident, from the

Action

dropdown list, select

Complete

.

Click

Save

.

The status of the incident changes to Completed and you can then close it.

4. If completing the steps does not solve the incident, from the

Action

dropdown list, select

Send to Provider

to forward the incident to the provider.

If you want to include additional information in the health check incident you are forwarding, you can add or update attachments or click

Add

, then choose

Note for All Parties Involved

to enter additional information in the text field.

Note

If you add text using this feature, everyone involved in processing the incident (the processor and provider) is able to read it.

If necessary, you can also change the priority of the incident.

Click

Save

.

The status of the incident changes to In Process — Provider Action.

Exceptional Cases

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Escalate an Incident

Incident Escalation Management is an exceptional process for handling critical incidents that cannot be solved satisfactorily or within a reasonable period of time by the Incident Management process.

Prerequisites

You have submitted an incident with

Very High

priority and its initial response time (IRT) has been exceeded.

A

Very High

priority incident is justified in the following situations:

● You cannot access your application at all.

● The go live of your application or an upgrade of your system is endangered.

● Your core business processes are suspended and no alternative processes are available.

● Your incident requires immediate attention because the current issue leads to serious losses for your business.

To request escalation, call the emergency hotline for your country and provide the following information:

● The incident ID

● The business impact of the incident

● The name of at least one contact person and his or her telephone number and E-mail address (ensure that this person can be contacted 24 hours a day, 7 days a week)

Complete an Incident on Behalf of the Requester

If it is not possible for the requester to complete an incident, for example, because he or she has left the company, you as the processor must complete the incident on the requester's behalf.

1. Open the incident for editing.

2. From the

Action

dropdown list, select

Complete

.

Click

Save

.

The status of the incident changes to Completed (or Completed – Solution Rejected if the requester has already rejected a proposed solution) and you can then close it.

2.14 Change Projects

Use change projects to copy existing implementation project settings from a productive system to allow modification and testing of new settings.

Change projects allow you to prepare and implement a collection of detailed changes to your solution by using the

Activity List. Change projects are mostly business-triggered with a project approach. The changes are made in a separate environment, allowing you to simulate the changes and activate them only when you are sure your changes do not contradict decisions made in the production system. When using a change project, a copy of your production system profile is made and the system generates a delta Activity List based on your changes in scoping.

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Similar to the first implementation project, the main part of preparing a change project is selecting scoping elements and reviewing scoping questions. In addition, you identify mandatory and optional activities for implementing the changes, and you provide additional information about the project. Based on your decisions, the system generates an activity list for your change project containing all mandatory activities that need to be completed in order to use your changes productively in your solution.

Minor changes requiring no testing can be done locally on the productive system. If testing is required, the project is copied to a test tenant, then later merged back to the productive tenant.

● Change projects can be created in a production system only when the initial business configuration project

(First Implementation) in that system is set to live.

● Change projects cannot be created in a test system. When a new change project is created, a copy of the live project is created as a new project with user provided description, name etc.

● Multiple change projects can exist at a given point of time in a production system. Different change projects may be not in sync with each other depending on the state of the live project configuration when the copy from the live project was made.

● The live solution is not affected by the changes until they are merged with the production system.

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3 Scoping

Scoping is the process of matching your individual business requirements to predefined solution capabilities.

The types of settings you make in scoping include:

● Countries and localizations

● Which business processes will be implemented

● Which integrations will be implemented

How Scoping Works [page 125]

You can turn on or turn off certain features of SAP Cloud for Customer during the scoping process.

Enabling Features in Scoping for SAP Cloud for Sales [page 126]

You can turn on or turn off certain features of SAP Cloud for Customer during the scoping process.To set up your SAP Cloud for Customer system to support only the sales and marketing features included in SAP

Cloud for Sales, you need to scope your implementation project accordingly.

Enabling Features in Scoping for SAP Cloud for Service or SAP Cloud for Social Engagement [page 134]

You can turn on or turn off certain features of SAP Cloud for Customer during the scoping process.To set up your SAP Cloud for Customer system to support only the customer service features included with SAP

Cloud for Service or SAP Cloud for Social Engagement, you must scope your implementation project accordingly.

Enabling Features in Scoping for Industries [page 144]

This section provides list of references to the scoping topics for respective industry solutions.

Enabling SAP CRM Integration [page 144]

This document walks you through the steps of integrating SAP Cloud for Customer with SAP CRM.

Enabling SAP ERP Integration [page 147]

This document walks you through the steps of integrating SAP Cloud for Customer with SAP ERP.

External Customer Service Portal Integration [page 148]

If your SAP Cloud for Customer system is not integrated with SAP HANA Cloud Portal, Support Site

Edition, you can choose to include integration with an external customer service portal during the scoping phase of your implementation project. This option allows you to extend your customer service capabilities to include a self-service offering provided by a partner over the Internet.

3.1 How Scoping Works

You can turn on or turn off certain features of SAP Cloud for Customer during the scoping process.

Overview

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Scoping

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125

The options you choose during the scoping phase of your implementation project are used by the system to generate an activity list that you need to complete to go live.

To begin, choose

Business Configuration Implementation Projects

. Highlight the appropriate project and choose

Edit Project Scope

.

Table 31:

To change...

Go to...

Scoping settings Choose

Next

to go to the

Scoping

tab and go to the appropri­ ate point in the hierarchy.

Questions Choose

Next

to go to the

Questions

tab and go to the appro­ priate point in the hierarchy.

Note

You can find scoping settings and questions by using the same navigation path in each hierarchy.

Note

Where Is My Administrator Tab?

You can only perform administration and adaptation tasks in the Microsoft Silverlight® client, which you can access as follows:

1. Log on to your solution in the HTML5 client as an administrator.

2. Choose

Adapt

Launch in Microsoft Silverlight® .

Only users with administrator rights can see these options.

When you switch to the Microsoft Silverlight® client, you'll see the administration and adaptation options, including the

Administrator

tab.

3.2 Enabling Features in Scoping for SAP Cloud for Sales

You can turn on or turn off certain features of SAP Cloud for Customer during the scoping process.To set up your

SAP Cloud for Customer system to support only the sales and marketing features included in SAP Cloud for

Sales, you need to scope your implementation project accordingly.

The options you choose during the scoping phase of your implementation project are used by the system to generate an activity list that you need to complete to go live.

To begin, choose

Business Configuration Implementation Projects

. Highlight the appropriate project and choose

Edit Project Scope

.

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Note

If you are setting up your SAP Cloud for Customer system to support sales and marketing features as well as

customer service features, then use this document in combination with Enabling Features in Scoping for SAP

Cloud for Service or Social Engagement [page 134]

.

Important tasks

Country and Type of Business

Ensure only the countries you support are selected in the list.

To edit the list of selected countries, click

Edit Countries

.

Scoping

Many of the scoping elements are automatically selected and cannot be deselected.

The following is a list of the scoping elements you may select.

Note

Refer to the descriptions in the system for more information on each of the business topics.

Marketing

● Under

Market Development

,

○

Competitor Information

●

Campaign Management

Sales

● Under

Account and Activity Management

,

○

Activity Management

Note

This option is required for e-mail blast and marketing campaigns.

○

Sales Territory Management

● Under

Product and Service Portfolio

,

○

Sell Standard Products

● Under

New Business

,

○

Sales Lead Management (obsolete)

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Note

We recommend that new SAP Cloud for Customer implementations do not activate this obsolete business topic. We further recommend that all SAP Cloud for Customer implementations use the business topic

Sales Lead Management Leads

to capture data that relates to leads.

○

Opportunities

○

Sales Quotes

○

Sales Orders

Caution

You can scope

Sales Orders

only if

Integration with ERP

is scoped under

Implementation Projects

Edit Project Scope Communication and Information Exchange Integration with External

Applications and Solutions

. Note that the integration with ERP enables external pricing for the document types that you configure in your cloud solution.

When you activate sales orders or sales quotes, or both, you can define product list categories. To do so, use the

Product List Categories

activity in fine tuning.

● Under

Lead Management

,

○

Leads

●

Sales Planning (SAP Cloud for Customer)

Service

Deselect the following optional elements:

●

Entitlement Management

●

Customer Care

Industry Solution

If your solution includes the SAP Cloud for Customer, B2B industry user option, you can also select the following:

● High Tech

High Tech Channel Management Design Win Exchange

Communication and Information Exchange

If you want to enable a connection between your legacy system and SAP Cloud for Customer,

● under

Business Process Management

,

○ select

Application Programming Interface

.

If you plan on integrating your SAP Cloud for Customer solution with SAP Jam, or linking it to Google Docs™,

● under

People Collaboration, Intranet, and External Services

,

○ select

Communities, Document Management and External Services

.

If you plan on integrating your SAP Cloud for Customer solution with your SAP ERP or SAP Customer

Relationship Management (SAP CRM) system,

● under

Integration with External Applications and Solutions

, select:

○

Integration with SAP ERP

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○

Integration with SAP CRM

○

Integration of Master Data

○

Integration into Sales, Service, and Marketing Processes

●

360 Overview — Account

If you want to scope your solution to store additional information for business partners, select

Additional information for business partners

.

Built-In Services and Support

If you want to enable approvals by e-mail,

● under

System Management

,

○ select

Security

, and decide whether to enable E-Mail Security, as discussed in the questions below.

Partner Channel Management

If you want to enable partner channel management, enabling your users to manage partner programs in your solution,

● under

Partner Channel Management Partner Management

,

○ select

Partner Program Management

, then decide whether to enable Partner Programs, Funds

Management, or Loyalty Management, as discussed in the questions below.

Questions

During this phase of scoping your implementation project, you must review a set of questions to further define the capabilities of your solution. Most of the questions require only that you either select the feature to be in scope to turn it on, or deselect (or not select) the feature to turn it off. Again, based on best practices, the system has preselected features that you can accept or, where possible, adjust. Some features are mandatory for your scope and cannot be changed.

● Expand

Marketing Market Development

.

○ Select

Competitor Information

, and decide whether to enable:

○ Competitor

Enables you to add competitor information.

○ Competitor Products

Enables you to add information about your competitors' products.

● Expand

Marketing Campaign Management

.

○ Select

Campaign Execution

, and decide whether to enable:

○ Campaigns

Allows you to execute e-mail marketing campaigns by exporting addressable target group members to an external file.

● Expand

Sales Account and Activity Management

.

○ Select

Account Management

, and decide whether to enable:

○ Business Partner Types

Allows you to choose

Partners

and

Partners Partner Contacts

to manage business relationships with partners (such as resellers) and their contacts.

○ Account Hierarchy

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Allows you to choose the

Account Hierarchy

tab — for each account for which a parent account has been specified — to view the displayed accounts in a hierarchical structure. You can expand and collapse the account hierarchy at any level to display as many or as few accounts as you like.

You may also choose to migrate account hierarchies. For more information, see Migrating Account

Hierarchies [page 289]

.

○ Buying Center

Allows you to choose buying center based on business partner relationships.

○ Select

Activity Management

, and decide whether to enable:

○ Activity Types

Specify which types of activities you use, and whether you want to track changes made to activities and visits.

○ Integration of Local E-Mail Applications with Activity Management

Allows you to synchronize activities between the SAP cloud solution and your local e-mail application

(Microsoft Outlook

®

or IBM Lotus Notes

®

).

○ Summaries

Enables you to send e-mail messages with appointment summaries attached. You can also prevent summaries from being sent to external parties.

○ Disable Facet-level Actions before Visit Check-In

Allows you to disable all facet-level execution actions for visits before check-in.

○ Activities

Enable advanced search/queries for the users under Accounts, Contacts and Individual Customers for each Activity in the Activities facet.

○ Sales Area Determination for activities

Enables the user to add through the selection of the Sales Organization, its corresponding

Distribution Channel and Division, valid for the account and/or employee.

○ Visits

Allows you to schedule visits to a customer's physical location and record information about the visit in the solution. You can also decide whether you want your sales and service teams to do the following:

○ Use the check-in/check-out buttons to record visit data

○ Complete mandatory tasks and surveys before closing visits

You can define a time window for how far into the future the system should add surveys or tasks to visits. For more information, see

Configuring Visits [page 389] .

○ E-Mail Blast

Enables you to create and use a template to send custom-formatted mass e-mail messages to all members of a target group at the same time.

○ Activity Planner

Plan activities, such as surveys and tasks, to use when conducting customer visits.

○ Survey

Allows you to define surveys so that salespeople can use them during customer visits.

○ Activity Lists

Allows your users to create lists of appointments, phone calls, or tasks, as desired, to drive sales.

● Select

Sales Territory Management

, and decide whether to enable:

○ Account - Sales Territory Association

Allows your users to assign multiple territories to a single account.

○ Realignment Runs and Account – Sales Territory Associations

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Allows realignment runs to remove territory assignments for accounts that, based on current rules, qualify for no territories.

○ Update Territory in Associated Transactions

Allows the associated open transactions like lead, opportunity, sales quote and activities to be updated with the latest territory, when the territory gets updated in an account.

● Expand

Sales New Business

.

○ Select

Opportunities

, and decide whether to enable:

○ Revenue Planning

Revenue planning comprises two distinct functional capabilities, and therefore two separate questions, described below.

○ To enable revenue splits, which allow the revenue that is associated with an opportunity to be divided among various sales users, select

In Scope

for the first question. Once this function is in scope, you may personalize the

Opportunities

work center view to make the

Revenue Splits

tab visible. Authorized users can then open this tab to define the division of revenue, per opportunity, among sales users.

○ To enable revenue scheduling, which allows the revenue that is associated with a product in the opportunity to be disbursed on a monthly, quarterly or yearly basis, select

In Scope

for the second question. Once this function is in scope, authorized users can open the

Products

tab within the opportunity to define the revenue schedule.

○ Influencer Map

To enable the influencer map, which allows sales users to view top influencers for contacts and employees and to redefine their perceived importance in driving sales, select

In Scope

for its question.

For more information about setting up the influencer map, see Configuring the Influencer Map.

○ Sales Methodology

To enable the activity advisor, select

In Scope

for the second question:

○

Would you like to use a sales assistant that proposes activities that you have to do in a certain phase of your opportunity?

○ Approval for Opportunities

Enables a multiple step approval process for opportunities.

○ Opportunity History

Enables a historical analysis of opportunities.

Caution

If you have a high volume of opportunities, then storing this information can have a performance impact on your solution, so consider carefully the need to report on this information.

○ Select

Sales Quotes

, and decide whether to enable:

○ Approval for Sales Quotes

Enables a multiple step approval process for sales quotes.

● Expand

Sales Lead Management

.

○ Select

Leads

, and decide whether to enable:

○ SAP InfiniteInsight

Allows you to incorporate predictive analyses into certain apps. For example, in the deal finder, each lead will be enriched with a lead score from SAP InfiniteInsight.

○ Avention integration

Integration with Avention is an optional capability to import additional leads into the solution for use by your sales personnel.

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● Expand

Communication and Information Exchange Business Process Management

.

○ Select

Business Task Management

, and decide whether to enable:

○ Business Task Management with Different Notification Channels

Enables e-mail notifications for accounts, activity tasks, opportunities, and leads.

● Expand

Communication and Information Exchange People Collaboration, Intranet and External

Services

.

○ Select

Communities, Document Management and External Services

, and decide whether to enable:

○ Google Documents™ Attachments

Allows you to link to existing or new Google documents in SAP Cloud for Customer.

○ SAP Jam Integration

Allows integration with SAP Jam for collaboration.

You can also choose to use SAP Jam as the primary source for the

Feed

.

You can use work patterns to create SAP Jam groups for

Account

,

Opportunity

and

Ticket

.

For more information, see Getting Started for SAP Cloud for Sales and Marketing Administrators —>

Enable SAP Jam Integration [page 38]

.

○ Evernote

Allows integration of Evernote, in the HTML5 client, within your opportunities, provided that you make the personalization-hidden

Evernote

tab visible to your users.

Note

If you decide to enable the integration of Evernote with your solution, proceed as follows to configure its standard mashup Web service.

1. Choose

Administrator Mashup Web Services

.

2. Select the service ID

BYD_COD/EVERNOTE

.

3. Click

Enter API Keys

.

The

Enter API Keys

dialog box opens.

4. Click

Show API Keys

and, in the

API Key Value

column, enter the values that you received from

Evernote for API keys oauth_consumer_key and oauth_consumer_secret.

5. Save your changes.

● Expand

Communication and Information Exchange Integration with External Applications and Solutions

.

○ After you have integrated SAP CRM, select

Integration of Master Data

and decide whether to enable:

○ Integration with SAP CRM for marketing attributes

Enables the bidirectional replication of marketing attributes from SAP CRM into SAP Cloud for

Customer, and vice versa.

○ Organization Structures

Enables the

Data Integration

work center to replicate organization structures into SAP Cloud for

Customer from an external application or solution.

○ Select

Integration of Sales, Service, and Marketing Processes

, and decide whether to enable:

○ Integration with Service Request Processing from SAP Cloud for Customer to SAP CRM

For more information, see Enabling SAP CRM Integration [page 144] .

● Expand

General Business Data Business Partners

.

○ Select

Handling of Business Partners

, and decide whether to enable:

○ Duplicate Checks for Business Partners

When you attempt to create an account, contact or other business partner whose information resembles that of an existing one, you are notified that potential duplicate items were found.

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1. Specify whether duplicate checks are to be performed with strong, medium or weak rules.

2. Deselect

In Scope

for the fourth question,

Do you want to disable the duplicate check for business partners?

Note

You cannot scope the solution to check only for duplicate accounts, or duplicate contacts. If you enable duplicate checks, then the solution will check all newly created business partners for potential duplicates.

○ Business Partner Merge

This enables the

Data Cleansing

work center.

You can clean up duplicate account or individual customer records in your solution by selecting up to three customers and defining a customer merge instance. Once you trigger the merge, the system will run a background job to merge the data according to your specifications to the designated master record. Any transactions associated with the duplicate records that can be manually changed will also be reassigned to the master record (for example, tickets, appointments, visits, opportunities, etc.).

● Expand

General Business Data Product and Service Pricing

.

○ Select

Sales Price and Discount Lists

, and decide whether to enable:

○ Base Price Lists

Allows you to maintain base prices for your products and services.

○ Specific Price Lists

○ Discount Lists

● Expand

Built-in Services and Support Business Environment

.

○ Select

Addresses and Languages

, and decide whether to enable:

○ International Address Versions

If you activate this function, then your users can enter address information for accounts in multiple character sets — for example, in the Greek or Roman alphabets, or in Cyrillic or Thai script, among others. Once you activate this feature, you can configure the fine-tuning activity

International Address

Versions

to specify the alternative alphabets or scripts to be used in your solution.

● Expand

Built-in Services and Support System Management

.

○ Select

Security

, and decide whether to enable:

○ E-Mail Security

To use approvals via e-mail, you must enable encryption and signatures for e-mails.

○ Select

Analytics

, and decide whether to enable:

○ Fiscal Reporting

This option allows you to report on fiscal year.

● Expand

Partner Channel Management Partner Management

.

○ Select

Partner Program Management

, and decide whether to enable:

○ Partner Programs

This option enables users to manage partner programs in your solution.

○ Funds Management

This option enables users to manage funds for these partners, and monitor associated claims.

○ Loyalty Management

This option enables users to record loyalty management data for these partners.

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Note

Each of these questions features a corresponding fine-tuning activity of the same name. For more information about completing fine-tuning activities, see: Complete the Activity List.

Review

Before you confirm your scoping, review your scoping results and provide a description and a planned implementation timeline for your project.

Available scoping results to review:

●

Your Solution Proposal — Executive Summary

contains your company profile information and an overview of your scoping decisions.

●

Your Solution Proposal

is a comprehensive report containing your company profile information and the detailed results of your scoping session.

●

Your Notes Summary

is a summary of all of the notes you made during your scoping session.

Confirmation

Once you're satisfied with the scoping of your solution, click

Finish

.

As a result, based on your scoping decisions, the system generates an activity list of the implementation and project management activities that you need to complete in order to go live. However, even after the activity list has been generated, you can still go back and review your scoping decisions and, if necessary, adjust your solution capabilities.

Related Information

Getting Started for SAP Cloud for Sales Administrators [page 38]

3.3 Enabling Features in Scoping for SAP Cloud for Service or SAP Cloud for Social Engagement

You can turn on or turn off certain features of SAP Cloud for Customer during the scoping process.To set up your

SAP Cloud for Customer system to support only the customer service features included with SAP Cloud for

Service or SAP Cloud for Social Engagement, you must scope your implementation project accordingly.

The options you choose during the scoping phase of your implementation project are used by the system to generate an activity list that you need to complete to go live.

134

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To begin, go to

Business Configuration Implementation Projects

. Highlight the appropriate project and choose

Edit Project Scope

.

Note

If you are setting up your SAP Cloud for Customer system to support customer service features as well as sales and marketing features, then use this document in combination with

Enabling Features in Scoping for

SAP Cloud for Sales [page 126] .

Important tasks

Country and Type of Business

Ensure only the countries you support are selected in the list.

To edit the list of selected countries, click

Edit Countries

.

Scoping

Many of the scoping elements are automatically selected and cannot be deselected.

The following is a list of scoping elements you may select to turn on certain features.

Note

For additional information on each respective business topic, refer to the topic descriptions within the system.

Service

● Entitlement Management

○ Registered Products

○ Service Level Agreements

○ Warranty Entitlements

○ Service Contract Management

○ Analysis for Entitlement Management

○ Installed Base Management

● Customer Care

○ Knowledge Base

Caution

The

Knowledge Base

scoping element should be deselected since it is for the platform knowledge base and not supported by SAP Cloud for Customer.

○ Service Request Management

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○ Complaint Management

○ Service and Repair

○ Communication for Customer Care

○ Analysis for Customer Care

● Employee Support

○ Knowledge Base (this element differs from the Knowledge Base element for Customer Care, and is supported by SAP Cloud for Customer )

○ Ticket Management

○ Communication Channel — E-Mail

○ Communication Channel — Portal

○ Analysis for Employee Support

Marketing and Sales

The following table lists the sales and marketing scoping elements and sub-elements that should be deselected in a customer service only implementation.

Table 32:

Scoping Elements Sub-Elements

Marketing

Sales

Market Development > Competitor Information

Campaign Management

Lead Management

Product and Service Portfolio for Sales

Sell Standard Products

New Business

Sales Lead Generation

Opportunities

Sales Planning (SAP Cloud for Customer)

Marketing

If you want to enable mass communication with customers using e-mail blast,

● under Campaign Management,

○ select Target Groups.

If you want to enable customers to respond to surveys,

● under Enhanced Marketing Functionalities

○ select Enhanced Campaign Execution.

Sales

If you want to enable ticket routing based on territory assignment,

● under Account and Activity Management,

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○ select Territory Management.

Communication and Information Exchange

If you want to enable a connection between your legacy system and SAP Cloud for Customer,

● under Business Process Management,

○ select Application Programming Interface.

If you plan on integrating your SAP Cloud for Customer solution with SAP Jam,

● under People Collaboration, Intranet, and External Services,

○ select Communities, Document Management and External Services.

If you plan on integrating your SAP Cloud for Customer solution with your SAP ERP or SAP CRM system,

● under Integration with External Applications and Solutions, select:

○

Integration with SAP ERP

○

Integration with SAP CRM

○

Integration of Master Data

○

Integration into Sales, Service, and Marketing Processes

○

360 Overview — Account

Built-In Services and Support

If you want to enable approvals by e-mail,

● under System Management,

○ select E-Mail Security.

Questions

During this phase of scoping your implementation project, you must review a set of questions to further define the capabilities of your solution. Most of the questions require only that you either select the feature to be in scope to turn it on, or deselect or not select the feature to turn it off. Based on best practices, the system has preselected features that you can accept or, where possible, adjust. Some features are mandatory for your scope and cannot be changed.

● Expand

Marketing Campaign Management

.

○ Select

Campaigns

, and decide whether to enable:

○ Target Groups — Direct E-Mail

Enables users to directly e-mail target groups for mass messaging.

Note

You must also enable e-mail blast in

Questions Sales Account and Activity Management

Activity Management

.

Note

Marketing: Target Groups

must be assigned to users.

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● Expand

Sales Account and Activity Management

.

○ Select

Account Management

, and decide whether to enable:

○ Account Hierarchy

If you choose to activate account hierarchies, then users can choose the

Account Hierarchy

tab — for each account for which a parent account has been specified — to view the displayed accounts in a hierarchical structure. Users can expand and collapse the account hierarchy at any level to display as many or as few accounts as they like.

You may also choose to migrate account hierarchies. For more information, see Migrating Account

Hierarchies.

● Expand

Sales Account and Activity Management

.

○ Select

Activity Management

, and decide whether to enable:

○ Activity Types:

○ Record Phone Calls

Enables users to view incoming phone call information displayed in

Live Activity

.

○ Record Chat Activities

Enables users to view incoming chat information displayed in

Live Activity

.

○ Record Messaging Activity

Enables users to record information in the system from SMS messages.

You must additionally enable computer telephony integration in

Service Customer Care

Service Request Management

for

Live Activity

to record phone call and chat information.

○ E-Mail Blast

Enables users to create and use a template to send custom-formatted mass e-mail messages to all members of a target group at the same time.

○ Visits

Allows you to schedule visits to a customer's physical location and record information about the visit in the solution. You can also decide whether you want your sales and service teams to do the following:

○ Use the check-in/check-out buttons to record visit data

○ Complete mandatory tasks and surveys before closing visits

You can define a time window for how far into the future the system should add surveys or tasks to visits. For more information, see

Configuring Visits [page 389] .

● Expand

Sales Account and Activity Management

.

○ Select

Territory Management

, and decide whether to enable:

○ Territory Management

If you wish to route tickets to service agents based on territory assignment in addition to, or rather than, organizational structure, and you enabled the Territory Management scoping element on the previous screen, then you must enable Territory Management here as well.

● Expand

Sales New Business Communications for New Business

.

Decide if you want to enable ticket types.

● Expand

Service Entitlement Management

.

○ Select

Registered Products

, and decide whether to enable:

○ Manual Product Registration

Allows agents to manually register serialized products for customers.

○ Select

Service Level Agreements

, then review and decide whether to enable the following:

○ Common Service Level Agreements

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Allows agents to define service level objectives for calculating due dates.

● Expand

Service Customer Care

.

○ Select

Service Request Management

, and decide whether to enable:

○ Replies to Facebook Comments

○ Enabling agents to respond to Facebook comments on original posts requires that you have also enabled your Facebook page(s) to supported nested comments.

○ Opening knowledge base articles in a new browser window enables agents to manage their workspace in a different way.

○ Creating sales quotes from tickets makes it possible for an agent to create a sales quote based on a ticket, directly from the workspace.

○ Enabling the knowledge base integration feature exposes an external knowledge base to agents via the workspace.

For more information, see Configuring Knowledge Base Integration.

○ E-Mail Integration with Service Request Management for Corporate Accounts

Enables e-mail channel support for corporate accounts.

For more information, see Configuring E-Mail Channels.

○ Maintain Service Requests Automatically from Incoming E-Mails

Enables the automatic creation and updating of tickets from incoming e-mails.

For more information, see Configuring E-Mail Channels.

○ E-Mail Integration with Service Request Management for Individual Customers

Enables e-mail channel support for individual customers.

For more information, see Configuring E-Mail Channels.

○ Facebook Direct Message Integration

Enables direct messaging support for Facebook channels.

Caution

If you are upgrading from an earlier version and you choose to enable direct messaging support, you must repeat the authentication step (when you log on to Facebook) for each of your existing

Facebook channels.

For more information, see Adding a Facebook Social Media Channel.

○ Computer Telephony Integration (CTI)

○ Enables users to make and receive phone calls and to view call information displayed in

Live

Activity

.

○ Enables secure encryption of your communications with HTTPS. For more information, see

Creating a Security Certificate for HTTPS—Enabled Computer Telephony Integration (CTI).

Note

You must additionally enable phone call recording in

Sales Account and Activity Management

Activity Management

for

Live Activity

to record phone call information.

○ E-Mail Replies via Microsoft Outlook®

Enables agents to respond to tickets using the SAP Cloud for Customer Add-In for Microsoft Outlook.

○ Text Analysis for SAP Cloud for Customer

Disable text analysis for automatic product assignment and automatic tagging during ticket creation for faster performance.

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○ Get Next Ticket for Agent

Gives agents one-click access to the next ticket in their queue, or next unassigned ticket.

○ User Provisioning

Enables user provisioning for portal users.

○ Assign Tickets to Last Processor

Enables automatic processor assignment to logged in user upon response to a ticket.

○ Entitlement Usage for Service Requests

Enables warranty entitlements and automatic assignment of service level agreements for tickets.

○ E-Mail Integration with Service Request Management

Enables e-mail channel support for ticket creation.

○ Service Request History

Enables the historical analysis of service requests so that you are able to evaluate and compare the historical data of tickets.

Caution

Storing this information can have a performance impact on your solution if you have a high volume of tickets so consider carefully the need for reporting on this information.

○ Profanity Check

Disables the profanity check on outbound response messages and allows all messages to be sent.

○ Approval for Tickets

Enables multi-step approval for tickets and automatic submission for approval if certain conditions are met.

○ Select

Communication for Customer Care

, and decide whether to enable:

○ Customer Service Portal Integration

This business option enables Integration with an external customer service portal, including chat.

For more information, see External Customer Service Portal Integration.

Note

A self-service portal can be enabled for either Customer Service, or Employee Support, but not both.

● Expand

Service Employee Support

.

○ Select

Knowledge Base

, and decide whether to enable:

○ Knowledge Base Options

○ Enabling the knowledge base integration feature exposes an external knowledge base to agents via the workspace.

For more information, see Configuring Knowledge Base Integration.

○ Opening knowledge base articles in a new browser window.

○ Select

Ticket Management

, and decide whether to enable:

○ Entitlement Usage for Tickets

Enables warranty entitlements and automatic assignment of service level agreements for tickets.

○ Profanity Check

Disables the profanity check on outbound response messages and allows all messages to be sent.

○ Approval for Tickets

Enables multi-step approval for tickets and automatic submission for approval if certain conditions are met.

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○ Select

Communication Channel — E-Mail

, and decide whether to enable:

○ E-Mail Channel Options

Enables the automatic creation and updating of tickets from incoming e-mails.

For more information, see Configuring E-Mail Channels.

○ Select

Communication Channel — Portal

, and decide whether to enable:

○ Portal Channel Options

Enables Integration with a self-service portal for Employee Support.

Note

A self-service portal can be enabled for either Customer Service, or Employee Support, but not both.

○ Select

Analysis for Employee Support

, and decide whether to enable:

○ Ticket History

Enables the historical analysis of tickets so that you are able to evaluate and compare the historical ticket data.

Caution

Storing this information can have a performance impact on your solution if you have a high volume of tickets so consider carefully the need for reporting on this information.

●

Service

:

Customer Care

and

Employee Support

Please be aware that in case you activated an option in one of these areas the same content is also deployed for the corresponding other area, because they share the same settings:

Table 33:

Employee Support Customer Care (Support)

Employee Support Knowledge Base Knowledge Base

Options Knowledge Base Integration

Customer Care Service Request Management

Knowledge Base Integration

Employee Support Knowledge Base Knowledge Base

Options Enable SSO for Knowledge Base Integration

Customer Care Service Request Management

Enable SSO for Knowledge Base Integration

Employee Support Knowledge Base Knowledge

Base Options Open KB Details in New Browser Window

Customer Care Service Request Management

KB Details in New Browser Window

Open

Employee Support Ticket Management Entitlement

Usage for Tickets Service Level Agreement

Determination

Customer Care Service Request Management

Service Level Agreement Determination

Employee Support Ticket Management Profanity

Check

Customer Care Service Request Management

Profanity Check

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Employee Support

Employee Support Communication Channel - Email

E-Mail Channel Options Maintain Service Requests

Automatically from Incoming E-Mails

Employee Support Analysis for Employee Support

Ticket History

Customer Care (Support)

Customer Care Service Request Management

Automatic Creation of Service Requests from E-Mails

Customer Care Service Request Management

Service Request History

● Expand

Communication and Information Exchange People Collaboration, Intranet and External

Services

.

○ Select

Communities, Document Management and External Services

, and decide whether to enable:

○ SAP Jam Integration

Allows integration with SAP Jam for collaboration.

You can also choose to use SAP Jam as the primary source for the

Feed

.

You can use work patterns to create SAP Jam groups for Account, Opportunity and Ticket.

For information detailing the next steps in the integration process, see Getting Started for SAP Cloud

for Service Administrators —> Enabling SAP Jam Integration or Getting Started for SAP Cloud for

Social Engagement Administrators —> Enabling SAP Jam Integration.

● Expand

Communication and Information Exchange Integration with External Applications and

Solutions

.

○ After you have integrated SAP CRM, select

Integration of Master Data

and decide whether to enable:

○ Organization Structures

Enables the

Data Integration

work center to replicate organization structures into SAP Cloud for

Customer from an external application or solution.

○ Select

Integration of Marketing, Sales, and Service Processes

, and decide whether to enable:

○ Integration with Service Request Processing from Cloud to SAP CRM

For more information, see Enabling SAP CRM Integration.

● Expand

General Business Data Business Partners

.

○ Select

Handling of Business Partners

, and decide whether to enable:

○ Duplicate Checks for Business Partners

Enables the system to check for duplicate accounts, individual accounts, and contacts. When you attempt to create an account, individual account, or contact whose information resembles that of an existing one, you are notified that potential duplicates were found.

1. Specify whether duplicate checks are to be performed with strong, medium or weak rules.

2. Deselect

In Scope

for the fourth question,

Do you want to disable the duplicate check for business partners?

.

Note

You cannot scope the solution to check only for duplicate accounts, or duplicate individual accounts, or duplicate contacts. If you enable duplicate checks, then the solution will check all accounts, individual accounts, and contacts.

○ Business Partner Merge

This enables the

Data Cleansing

work center.

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You can clean up duplicate account or individual customer records in your solution by selecting up to three customers and defining a customer merge instance. Once you trigger the merge, the system will run a background job to merge the data according to your specifications to the designated master record. Any transactions associated with the duplicate records that can be manually changed will also be reassigned to the master record (for example, tickets, appointments, visits, opportunities, etc.).

● Expand

General Business Data Employees and Service Agents

.

○ Select

Employees

, and decide whether to enable:

○ Time Recording

This feature enables service agents to associate time entries with a ticket and submit time reports for manager approval.

● Expand

Built-in Services and Support Business Environment

.

○ Select

Addresses and Languages

, and decide whether to enable:

○ International Address Versions

If you activate this function, then your users can enter address information for accounts in multiple character sets — for example, in the Greek or Roman alphabets, or in Cyrillic or Thai script, among others. Once you activate this feature, you can configure the fine-tuning activity

International Address

Versions

to specify the alternative alphabets or scripts to be used in your solution.

● Expand

Built-in Services and Support System Management

.

○ Select

Security

, and decide whether to enable:

○ E-Mail Security

Enables encryption and signature approval for e-mail.

Review

Before you confirm your scoping, review your scoping results and provide a description and a planned implementation timeline for your project.

Available scoping results to review:

●

Your Solution Proposal — Executive Summary

contains your company profile information and an overview of your scoping decisions.

●

Your Solution Proposal

is a comprehensive report containing your company profile information and the detailed results of your scoping session.

●

Your Notes Summary

is a summary of all of the notes you made during your scoping session.

Confirmation

Once you're satisfied with the scoping of your solution, click

Finish

.

As a result, based on your scoping decisions, the system generates an activity list of the implementation and project management activities that you need to complete in order to go live. However, even after the activity list has been generated, you can still go back and review your scoping decisions and, if necessary, adjust your solution capabilities.

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3.4 Enabling Features in Scoping for Industries

This section provides list of references to the scoping topics for respective industry solutions.

●

Enabling Features in Scoping for SAP Cloud for Customer for Automotive [page 675]

●

Enabling Features in Scoping for SAP Cloud for Customer for AFS [page 678]

●

Enabling Features in Scoping for SAP Cloud for Customer for Banking [page 693]

●

Enabling Features in Scoping for SAP Cloud for Sales [page 126]

●

Enabling Features in Scoping for SAP Cloud for Higher Education and Research [page 702]

●

Enabling Features in Scoping for SAP Cloud for Customer for Insurance [page 707]

●

Scope Features under Business Configuration [page 801]

●

Enabling Features in Scoping for SAP Cloud for Customer for Retail [page 722]

●

Enabling Features in Scoping for SAP Cloud for Customer for Utilities B2B Sales [page 734]

●

Scoping [page 777]

3.5 Enabling SAP CRM Integration

This document walks you through the steps of integrating SAP Cloud for Customer with SAP CRM.

Prerequisites

You must decide whether your organization wants to enable the integration of SAP Cloud for Customer with SAP

Customer Relationship Management (SAP CRM). If your organization does want to enable this integration, then

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SAP CRM 7.0 with SAP enhancement package 0 or above is required, as well as the following SAP CRM add-on component:

● CRMPCD01 700

For additional technical information about integrating SAP Cloud for Customer with SAP CRM, refer to the corresponding integration guides that are published on SAP Service Marketplace at http://service.sap.com/ cloud4customer . (An SAP Service Marketplace user ID is required to access this information. If you, as an administrator, do not have a user ID, then visit SAP Service Marketplace — at http://service.sap.com/requestuser — to request one.)

Caution

Scoping for integration with SAP CRM can only occur during the first implementation of SAP Cloud for

Customer. Integration with SAP CRM at a later date is not supported, because serious data inconsistencies can arise if identical sales accounts and contacts exist both in SAP Cloud for Customer and in SAP CRM.

Therefore, before you implement SAP Cloud for Customer, you must decide whether integration with SAP CRM lies in scope, so that you can enable it, if desired, during your first implementation.

Overview

If your organization wants to enable SAP CRM Integration in its planned scope, then proceed as follows:

Procedure

1. Choose

Business Configuration Implementation Projects

.

2. Select the implementation project entitled

First Implementation

.

The Project Overview: First Implementation screen appears.

3. Choose

Edit Project Scope

.

The Edit Project Scope: First Implementation screen appears.

○ Under Country and Type of Business, select

Next

.

○ Under Implementation Focus, select

Next

.

4. On the Scoping screen, expand the

Communication and Information Exchange

scoping element, then

Integration with External Applications and Solutions

, and then select the

Integration with SAP CRM

checkbox.

5. Choose

Save Draft

.

6. Close the Edit Project Scope: First Implementation screen.

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Integrating SAP Cloud for Social Engagement with Your On-Premise SAP CRM

Solution

If your organization uses SAP Cloud for Social Engagement and you would like to copy tickets to your on-premise

SAP CRM solution, complete the above procedure, then proceed as follows:

Procedure

1. Choose

Next

until you reach

3. Scoping

.

2. Select

Integration with SAP CRM

from the list

Scoping Element

.

3. Choose

Next

until you reach

4. Questions

.

4. Select

Integration with SAP CRM

from the list

Scoping Element

.

5. Select

Yes

in

Integration with Service Request Processing from On-Demand to SAP CRM

.

6. Save your changes.

Working with SAP CRM Marketing Attributes in SAP Cloud for Sales

If you integrate your solution with SAP Customer Relationship Management (SAP CRM), then your users can access the

Marketing Attributes

tab for accounts and contacts, both in the browser and in the SAP Cloud for

Customer iPad app, in online and offline mode alike.

For information about scoping your solution to enable this capability, see

Enabling Features in Scoping for SAP

Cloud for Sales [page 126]

.

If you or your users personalize the

Accounts

and

Contacts

work center views to make this tab visible, then metadata for SAP CRM marketing attributes is imported into the solution, and your users can enter values in this tab for various data types, which are returned to SAP CRM for further processing.

Tip

If your solution is not integrated with SAP CRM and therefore does not use SAP CRM marketing attributes, then we recommend that you add extension fields in your solution to capture additional attributes, where required.

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3.6 Enabling SAP ERP Integration

This document walks you through the steps of integrating SAP Cloud for Customer with SAP ERP.

Prerequisites

You must decide whether your organization wants to enable the integration of SAP Cloud for Customer with SAP

ERP. If your organization does want to enable this integration, then SAP ERP Central Component (SAP ECC) 6.0 with SAP enhancement package 0 or above is required, as well as the following SAP ERP add-on component:

● CODERINT 600 SP 2 or above

Note

Before you implement SAP Cloud for Customer, we recommend that you decide whether integration with SAP

ERP lies in scope, so that you can enable it, if desired, during first implementation.

For additional technical information about integrating SAP Cloud for Customer with SAP ERP, visit SAP Service

Marketplace at http://service.sap.com/cloud4customer . (An SAP Service Marketplace user ID is required to access this information. If you, as an administrator, do not have a user ID, then visit SAP Service Marketplace — at http://service.sap.com/request-user — to request one.)

Overview

If your organization does want to enable SAP ERP integration in its planned scope, then proceed as follows:

Procedure

1. Choose

Business Configuration Implementation Projects

.

2. Select the implementation project entitled

First Implementation

.

The Project Overview: First Implementation screen appears.

3. Choose

Edit Project Scope

.

The Edit Project Scope: First Implementation screen appears.

○ Under Country and Type of Business, select

Next

.

○ Under Implementation Focus, select

Next

.

4. On the Scoping screen, expand the

Communication and Information Exchange

scoping element, then select the

Integration with SAP ERP

checkbox.

5. Choose

Save Draft

.

6. Close the Edit Project Scope: First Implementation screen.

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3.7 External Customer Service Portal Integration

If your SAP Cloud for Customer system is not integrated with SAP HANA Cloud Portal, Support Site Edition, you can choose to include integration with an external customer service portal during the scoping phase of your implementation project. This option allows you to extend your customer service capabilities to include a selfservice offering provided by a partner over the Internet.

For information on integrating your SAP Cloud for Customer system with SAP HANA Cloud Portal, Support Site

Edition, contact your SAP Cloud Services representative.

Prerequisites

Your system has been provisioned with the Add-On for External Customer Service Portal Integration.

Activating External Customer Service Portal Integration

1. Go to

Business Configuration Implementation Projects

and select the relevant implementation project.

2. Click

Edit Project Scope

.

3. Click

Next >

until you reach

4 Questions

.

4. In the

Scoping Elements

list, select

Service

>

Customer Care

>

Communication for Customer Care

.

5. To enable

External Customer Service Portal Integration

, select

Yes

.

6. Click

Next >

.

7. Review and confirm your project scope.

Follow-On Activities

1. Create a new communication system to connect to your partner system for the customer service portal.

2. Create and maintain communication arrangements settings for the customer service portal communication system.

For more information, see

Configuring an External Customer Service Portal [page 186]

.

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4 Integration

Extend and leverage your SAP Cloud for Customer solution with integration to your on-premise or other cloud solutions.

For detailed information on integrating with SAP ERP or SAP CRM, see the guides at http://service.sap.com/ cloud4customer .

Enabling SAP CRM Integration [page 144]

This document walks you through the steps of integrating SAP Cloud for Customer with SAP CRM.

Enabling SAP ERP Integration [page 147]

This document walks you through the steps of integrating SAP Cloud for Customer with SAP ERP.

Installing the SAP Cloud for Customer Add-In for Microsoft Outlook® [page 153]

The SAP Cloud for Customer Add-In for Microsoft Outlook allows users to exchange information between

Microsoft Outlook and SAP Cloud for Customer. Each user who wants to use SAP Cloud for Customer functions from Microsoft Outlook must install the add-in on his or her computer.

Getting Started with the SAP Cloud for Customer Add-In for IBM Lotus Notes® for Administrators [page 155]

SAP Cloud for Customer Add-In for IBM Lotus Notes allows users to exchange information between IBM

Lotus Notes and SAP Cloud for Customer. Each user who wants to use SAP Cloud for Customer functions from IBM Lotus Notes must install the add-in on his or her computer.

Integration with SAP Real-Time Offer Management [page 166]

SAP Real-Time Offer Management (RTOM) is a real-time decision solution that provides intelligent product offers and messages during customer interactions. This topic

Partner Channel Management [page 173]

If you work together with partners to make sales, you can allow them to share certain sections of your SAP solution, allowing closer collaboration.

Avention Integration [page 181]

This topic describes how to integrate SAP Cloud for Customerwith Avention.

Enabling SAP Real Time Communicator by Genband [page 184]

Set up access to the real-time collaboration tool for employees.

External Customer Service Portal Integration [page 148]

If your SAP Cloud for Customer system is not integrated with SAP HANA Cloud Portal, Support Site

Edition, you can choose to include integration with an external customer service portal during the scoping phase of your implementation project. This option allows you to extend your customer service capabilities to include a self-service offering provided by a partner over the Internet.

Computer Telephony Integration [page 187]

Service Explorer Quick Guide [page 200]

View the list of all available inbound web services, access technical data and documentation for services, and download assigned WSDL services.

Communication Systems Quick Guide [page 202]

In the

Communication Systems

view, you can create and edit communication systems to exchange business documents electronically.

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Communication Arrangements Quick Guide [page 204]

The

Communication Arrangements

view enables administrators to create and edit communication arrangements that your company has set up with a communication partner.

Mashups and Web Services [page 215]

Learn how to get, use, access and configure mashups.

Data Integration [page 251]

To support your overall integration approach, several data integration tools are available including material and employee replication and OData notifications.

Configuring Integration Monitoring [page 265]

The

Integration Monitoring

view allows you to monitor and process asynchronous incoming and outgoing messages. These messages can be either internal or external.

Configuring Code Lists [page 268]

In this topic, you can get an overview of all configuration required for code list maintenance.

4.1 Enabling SAP CRM Integration

This document walks you through the steps of integrating SAP Cloud for Customer with SAP CRM.

Prerequisites

You must decide whether your organization wants to enable the integration of SAP Cloud for Customer with SAP

Customer Relationship Management (SAP CRM). If your organization does want to enable this integration, then

SAP CRM 7.0 with SAP enhancement package 0 or above is required, as well as the following SAP CRM add-on component:

● CRMPCD01 700

For additional technical information about integrating SAP Cloud for Customer with SAP CRM, refer to the corresponding integration guides that are published on SAP Service Marketplace at http://service.sap.com/ cloud4customer . (An SAP Service Marketplace user ID is required to access this information. If you, as an administrator, do not have a user ID, then visit SAP Service Marketplace — at http://service.sap.com/requestuser — to request one.)

Caution

Scoping for integration with SAP CRM can only occur during the first implementation of SAP Cloud for

Customer. Integration with SAP CRM at a later date is not supported, because serious data inconsistencies can arise if identical sales accounts and contacts exist both in SAP Cloud for Customer and in SAP CRM.

Therefore, before you implement SAP Cloud for Customer, you must decide whether integration with SAP CRM lies in scope, so that you can enable it, if desired, during your first implementation.

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Overview

If your organization wants to enable SAP CRM Integration in its planned scope, then proceed as follows:

Procedure

1. Choose

Business Configuration Implementation Projects

.

2. Select the implementation project entitled

First Implementation

.

The Project Overview: First Implementation screen appears.

3. Choose

Edit Project Scope

.

The Edit Project Scope: First Implementation screen appears.

○ Under Country and Type of Business, select

Next

.

○ Under Implementation Focus, select

Next

.

4. On the Scoping screen, expand the

Communication and Information Exchange

scoping element, then

Integration with External Applications and Solutions

, and then select the

Integration with SAP CRM

checkbox.

5. Choose

Save Draft

.

6. Close the Edit Project Scope: First Implementation screen.

Integrating SAP Cloud for Social Engagement with Your On-Premise SAP CRM

Solution

If your organization uses SAP Cloud for Social Engagement and you would like to copy tickets to your on-premise

SAP CRM solution, complete the above procedure, then proceed as follows:

Procedure

1. Choose

Next

until you reach

3. Scoping

.

2. Select

Integration with SAP CRM

from the list

Scoping Element

.

3. Choose

Next

until you reach

4. Questions

.

4. Select

Integration with SAP CRM

from the list

Scoping Element

.

5. Select

Yes

in

Integration with Service Request Processing from On-Demand to SAP CRM

.

6. Save your changes.

Working with SAP CRM Marketing Attributes in SAP Cloud for Sales

If you integrate your solution with SAP Customer Relationship Management (SAP CRM), then your users can access the

Marketing Attributes

tab for accounts and contacts, both in the browser and in the SAP Cloud for

Customer iPad app, in online and offline mode alike.

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For information about scoping your solution to enable this capability, see

Enabling Features in Scoping for SAP

Cloud for Sales [page 126]

.

If you or your users personalize the

Accounts

and

Contacts

work center views to make this tab visible, then metadata for SAP CRM marketing attributes is imported into the solution, and your users can enter values in this tab for various data types, which are returned to SAP CRM for further processing.

Tip

If your solution is not integrated with SAP CRM and therefore does not use SAP CRM marketing attributes, then we recommend that you add extension fields in your solution to capture additional attributes, where required.

4.2 Enabling SAP ERP Integration

This document walks you through the steps of integrating SAP Cloud for Customer with SAP ERP.

Prerequisites

You must decide whether your organization wants to enable the integration of SAP Cloud for Customer with SAP

ERP. If your organization does want to enable this integration, then SAP ERP Central Component (SAP ECC) 6.0 with SAP enhancement package 0 or above is required, as well as the following SAP ERP add-on component:

● CODERINT 600 SP 2 or above

Note

Before you implement SAP Cloud for Customer, we recommend that you decide whether integration with SAP

ERP lies in scope, so that you can enable it, if desired, during first implementation.

For additional technical information about integrating SAP Cloud for Customer with SAP ERP, visit SAP Service

Marketplace at http://service.sap.com/cloud4customer . (An SAP Service Marketplace user ID is required to access this information. If you, as an administrator, do not have a user ID, then visit SAP Service Marketplace — at http://service.sap.com/request-user — to request one.)

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Overview

If your organization does want to enable SAP ERP integration in its planned scope, then proceed as follows:

Procedure

1. Choose

Business Configuration Implementation Projects

.

2. Select the implementation project entitled

First Implementation

.

The Project Overview: First Implementation screen appears.

3. Choose

Edit Project Scope

.

The Edit Project Scope: First Implementation screen appears.

○ Under Country and Type of Business, select

Next

.

○ Under Implementation Focus, select

Next

.

4. On the Scoping screen, expand the

Communication and Information Exchange

scoping element, then select the

Integration with SAP ERP

checkbox.

5. Choose

Save Draft

.

6. Close the Edit Project Scope: First Implementation screen.

4.3 Installing the SAP Cloud for Customer Add-In for

Microsoft Outlook®

The SAP Cloud for Customer Add-In for Microsoft Outlook allows users to exchange information between

Microsoft Outlook and SAP Cloud for Customer. Each user who wants to use SAP Cloud for Customer functions from Microsoft Outlook must install the add-in on his or her computer.

Microsoft Outlook integration supports Microsoft Outlook 2007, Microsoft Outlook 2010, and Microsoft Outlook

2013.

Tasks

Installing or Updating the Add-In for Microsoft Outlook Integration

To update the add-in, follow the same procedure. To download the add-in, you must have administrative rights on the computer.

Caution

To avoid compatibility issues with previous releases, make sure that you have installed the latest version of the add-in.

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1. In SAP Cloud for Customer, choose

Download

.

2. Choose the download link for the add-in for Microsoft Outlook.

3. Install the add-in.

Follow the instructions in the installation wizard.

4. Restart Microsoft Outlook to activate the add-in.

When you restart Microsoft Outlook SAP Cloud for Customer appears on your Microsoft Outlook screen, either as a separate toolbar (Microsoft Outlook 2007) or as a separate tab in the ribbon (Microsoft Outlook

2010 and Microsoft Outlook 2013).

Making Settings for SAP Cloud for Customer Add-In for Microsoft Outlook

1. Enable the side pane in Microsoft Outlook as follows:

Table 34:

Microsoft Outlook Version Action

2007

2010 and 2013

Enable the view

SAP Cloud for Customer

.

Enable the add-in

SAP Cloud for Customer

.

2. Check the SAP Cloud for Customer folder locations in Microsoft Outlook as follows:

Table 35:

Microsoft Outlook Version Action

2007 Check tools for

SAP Cloud for Customer Add-In Settings

.

2010 and 2013 Choose

SAP Cloud for Customer Settings

.

The add-in automatically creates the synchronization folders, including the following:

○

Default Folder

This is the main folder where error and conflict information is stored.

○

Accounts Folder (only necessary for sales users)

This folder contains the accounts downloaded from SAP Cloud for Customer.

○

Contacts Folder (only necessary for sales users)

This folder contains the contacts downloaded from SAP Cloud for Customer.

To change any of these folders, click the folder link, select a new folder, and choose OK.

3. In the

Advanced Settings

section, set the following:

1. If you want the system to display synchronization-related notifications in a message in the Microsoft

Windows task bar, select the

Display Synchronization Notifications

checkbox.

2. If you want the system to display synchronization-related errors in a message in the Microsoft Windows task bar, select the

Display Synchronization Errors

checkbox.

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Note

You can use a right click on the SAP Cloud for Customer add-in icon in the Microsoft Outlook toolbar as a shortcut to display synchronization errors and notifications directly, access the error and conflict folders, open the activities list, and send meeting requests.

4. If you are a service agent using Microsoft Outlook to reply to tickets, in the

Initial Synchronization

section, select the

Enable Service Scenario

checkbox.

Uninstalling the Add-In for Microsoft Outlook Integration

Note

If you want to update your add-in, there is no need to uninstall it. Simply follow the procedure described in section Installing or Updating the Add-In for Microsoft Outlook Integration.

If you no longer want to use the SAP Cloud for Customer Add-In for Microsoft Outlook, you can uninstall it as follows:

1. On your computer, from your list of installed programs, uninstall the add-in for Microsoft Outlook.

2. In Microsoft Outlook, find the folder that has the same title as the SAP solution and delete it.

4.4 Getting Started with the SAP Cloud for Customer Add-In

for IBM Lotus Notes® for Administrators

SAP Cloud for Customer Add-In for IBM Lotus Notes allows users to exchange information between IBM Lotus

Notes and SAP Cloud for Customer. Each user who wants to use SAP Cloud for Customer functions from IBM

Lotus Notes must install the add-in on his or her computer.

4.4.1 Prerequisites

Table 36:

Element

IBM Lotus Notes Client Version

SAP Cloud for Customer Administrator Guide

Integration

Prerequisite

We strongly suggest using the add-in with the version 8.5.3 or above. However, the add-in may also be backward compatible with the previous versions of Lotus Notes (8.5.2 and 8.5.1). At this point, we are testing the add-in with the previous versions to find any possible issues.

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Element

Operating System

Oracle‘s Java/JRE

Proxy settings

User access

Multiple users

Prerequisite

Use Microsoft Windows® 7 (x86/x64).

IBM Lotus Notes runs on top of its own JRE, so we do not have any exclusive requirement regarding the JRE.

The add-in uses the proxy settings from the default Web browser, so you do not have to configure any proxy or open any ports exclusively.

We always assume that the user logged in to IBM Lotus Notes has read and write access to the contacts ( names.nsf

) and their mails fie ( username.nsf

on the domino server).

If you have multiple users set up for one IBM Lotus Notes cli­ ent, you have ensured that they all have access to the correct contacts ( names.nsf

) file.

4.4.2 Tasks

4.4.2.1 Using Automatic Installation

Context

To install add-ins into IBM Lotus Expeditor-based clients such as IBM Lotus Notes, you package the add-ins into a feature and then install the feature. We recommend using DCommands as a scriptable and cross-platform way to deploy the add-in to an IBM Lotus Notes client on a remote machine.

To install add-ins using DCommands, do the following:

Procedure

1. Create definitions.

You have installed a feature called “com.sap.sod.ln.shelf.addon” in version 2.0.0

(com.sap.sod.ln.shelf.addon_2.0.0.jar). We are installing into IBM Lotus Notes from a file location on disk -

“C:\groupware\ln\demo” on Microsoft Windows® (or similar location on Linux or a Mac).

The syntax of the command is based on using the rcplauncher.exe (rcplauncher on Apple Mac®) to perform the operation supplying required arguments to the command. The command outline is as follows: rcplauncher.exe -com.ibm.rcp.provisioning#provisioningCommand provisioningOperation provision <install manifest filepath>-application

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com.ibm.rcp.provisioning.application.ProvisioningApplication provisioningStatusLog<install log filepath>

To install using the install manifest called install.update.xml from C:\groupware\ln\demo and writing the install log to a file called groupware_install.log in the same directory, the command would be as follows: rcplauncher.exe -com.ibm.rcp.provisioning#provisioningCommand provisioningOperation provision "C:\groupware\ln\demo \install.update.xml" application com.ibm.rcp.provisioning.application.ProvisioningApplication provisioningStatusLog “C:\groupware\ln\demo \groupware_install.log”

As you can see, you must know the file location of the rcplauncher.exe on Microsoft Windows or the rcplauncher executable on Apple Mac.

In Microsoft Windows, the path may be discovered from the registry using the following path, where the value is the path to the rcplauncher.exe. HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\IBM\Lotus

\Expeditor\Notes

On an Apple Mac, the application is always installed under

Applications

.

If IBM Lotus Notes is not currently running on the machine, the command starts the client showing the splash screen and then performs the operation before terminating the application. If the application is running, the operation is performed. If you prefer not to show the splash screen, append the –noSplash option after the rcplauncher.exe.

2. Understand the install manifest.

The concept of an install manifest covers the manifest required to install the feature. The install manifests are in XML format.

Note

The following code is a sample for illustration purposes. The plug-in that you download from the system contains the actual manifest files and scripts required for installation and uninstallation.

To download the current version number of IBM Lotus Notes, go to

Downloads Add-in for IBM Lotus

Notes

. For example, 1511.20151212.2230 is ReleaseVersion.YYYYMMDD.HHMM

<?xml version="1.0" encoding="UTF-8"?>

<ibm-portal-composit>

<domain-object name="com.ibm.rcp.installmanifest">

<object-data>

<install>

<installfeature id=" com.sap.sod.ln.shelf.addon.feature" required="true" version=<PLUGIN_VERSION_NUMBER>

<requirements>

<feature action="install" mergeaction="add" shared="true" restartPersonality="true" match="perfect" id="com.sap.sod.ln.shelf.addon.feature" url="file:/c:/groupware/ln/demo/ notessidebarupdatesite" version=<PLUGIN_VERSION_NUMBER>/>

</requirements>

</installfeature>

</install>

</object-data>

</domain-object>

</ibm-portal-composite>

3. Save and run the automatic installation script.

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To install the SAP add-in into IBM Lotus Notes, save the script below to a install.bat file and run it on Microsoft

Windows.

@echo off set KEY_NAME="HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\IBM\Lotus\Expeditor\Notes" set rcpLauncherPath=""

FOR /F "tokens=3 usebackq" %%i IN (`reg query HKEY_LOCAL_MACHINE\SOFTWARE

\Wow6432Node\IBM\Lotus\Expeditor\Notes ^|find /i "launcher"`) DO SET rcpLauncherPath=%%i echo The rchLauncher.exe location : %rcpLauncherPath%

%rcpLauncherPath% -com.ibm.rcp.provisioning#provisioningCommand provisioningOperation provision "C:\groupware\ln\demo \install.update.xml" application com.ibm.rcp.provisioning.application.ProvisioningApplication provisioningStatusLog “C:\groupware\ln\demo \groupware_install.log”

4. If you want to use automatic installation on more machines, repeat the previous step on each machine.

4.4.2.2 Understanding Categories and Views

In this section, you see the definition of each of the views that the add-in creates in the background when you install it. This information may be helpful when you archive each user‘s content.

Note

Every document (e-mail, contact, appointment, or task) that is associated with SAP Cloud for Customer is added to the category SAP CRM.

Table 37: Contact Database Views

View

SAP Cloud for Customer – Sync Pending

SAP Cloud for Customer Accounts

SAP Cloud for Customer Contacts

Formula

SELECT (Form = „Person“) & (Type = „Person“ : „CODAc­ count“) & (Categories = „SAP CRM“) & (!@IsAvailable($Au­ toCreatedList) | !@UpperCase($AutoCreatedList) = „DIP“) &

((@Modified > SODLastSyncTime ) | ( SODSyncStatus>0)

SELECT (Form = „Person“) & (Type = „CODAccount“) & (!

@IsAvailable($AutoCreatedList) | !@UpperCase($AutoCrea­ tedList) = „DIP“)

SELECT (Form = „Person“) & (Type = „Person“) & (Catego­ ries = „SAP CRM“) & (!@IsAvailable($AutoCreatedList) | !

@UpperCase($AutoCreatedList) = „DIP“)

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Table 38: E-Mail Database Views

View

SAP Cloud for Customer – Sync Successful

SAP Cloud for Customer – Sync Pending

Formula

SELECT (Categories = „SAP CRM“) & ((Form = „Memo“) |

(Form = „Reply“) | (Form = „To Do“) | (Form = „Task“) |

(Form = „_Calendar Entry“) | (Form = „Appointment“)) &

( SODSyncStatus > -1 ) & ( SODSyncStatus < 1 )

SELECT (Categories = „SAP CRM“) & ((Form = „Memo“) |

(Form = „Reply“) | (Form = „To Do“) | (Form = „Task“) |

(Form = „_Calendar Entry“) | (Form = „Appointment“)) &

((@Modified > SODLastSyncTime ) | ( SODSyncStatus=1) )

SAP Cloud for Customer – Sync Error

Note

At times when data synchronization fails, do the following:

1. Set the logging level to 3 (detailed).

2. Re-associate the document for which the synchroni­ zation failed.

3. Re-trigger the sync.

4. Copy the log information from

HelpSupportView Trace

and forward the log information for error analysis.

SELECT (Categories = „SAP CRM“) & ((Form = „Memo“) |

(Form = „Reply“) | (Form = „To Do“) | (Form = „Task“) |

(Form = „_Calendar Entry“) | (Form = „Appointment“)) &

( SODSyncStatus =2 )

SAP Cloud for Customer – All SELECT (Categories = „SAP CRM“) & ((Form = „Memo“) |

(Form = „Reply“) | (Form = „To Do“) | (Form = „Task“) |

(Form = „_Calendar Entry“) | (Form = „Appointment“))

Table 39: Hidden Database Views

View

($CODSyncPendingTask)

($CODSyncPendingCalendar)

($CODSyncPendingEmail)

($CODSyncPendingContact)

Formula

SELECT (Categories = „SAP CRM“) & ((Form = „To Do“) |

(Form = „Task“)) & ((@Modified > lastSyncTimeAttrib ) |

( SODSyncStatus = 1) )

SELECT (Categories = „SAP CRM“) & ((Form = „_Calendar

Entry“) | (Form = „Appointment“)) & ((@Modified > SODLast­

SyncTime ) | (SODSyncStatus=1))

SELECT (Categories = „SAP CRM“) & ((Form = „Memo“) |

(Form = „Reply“)) & ((@Modified > + SODLastSyncTime) |

(SODSyncStatus=1) )

SELECT (Form = „Person“) & (Type = „Person“ : „CODAc­ count“) & (Categories = „SAP CRM“) & (!@IsAvailable($Au­ toCreatedList) | !@UpperCase($AutoCreatedList) = „DIP“) &

((@Modified > SODLastSyncTime) | (SODSyncStatus > 0))

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4.4.2.3 Associating Documents and Custom Attributes

The following table contains the custom attributes and views that are created by the SAP Add-In for IBM Lotus

Notes. You may need these attributes to archive documents such as e-mails or appointments. All changes are reversible.

Table 40: Documents and Their Custom Attributes

Document Custom Attributes

E-Mail $AccountBPInternalID, $AccountBPUUID, $MasterBPUUID,

$MasterGroupWareID, AccountName, Categories, $Master­

GroupWareLastChangedDateTime, SODLastSyncTime, SOD­

SyncStatus, SODMainAccountUUID, $ReferenceObjectLeads,

$ReferenceObjectOpportunities

Contact or Account

Appointment

$AccountBPUUID, $MasterBPInternalID, $MasterBPUUID,

$MasterGroupWareID, $MasterLastChangeDateTime, Ac­ countName, Accounts, SODLastSyncTime, SODMainAccoun­ tUUID, SODSyncStatus, Categories

$AccountBPInternalID, $AccountBPUUID, $MasterBPInter­ nalID, $MasterBPUUID, $MasterGroupWareID, Account­

Name, SODLastSyncTime, SODMainAccountUUID, SODSync­

Status, STARTDATETIME, Categories

4.4.2.4 Predefining User Settings

Users can use settings to configure the behavior of the add-in. You can preconfigure user settings for the UI behavior and data synchronization of the add-in. You can deploy your preconfigured settings when you first install the add-in.

Preferences file: <LotusNotes-install-dir>\Data\workspace\.metadata\.plugins

\org.eclipse.core.runtime\.settings \com.sap.sod.ln.shelf.addon.prefs

You may add the required parameters and settings to this preference file or create a new file if it does not exist.

The following attributes manage the behavior of the add-in. All of the following configuration parameters are optional. You may choose not to set the value for any of them. The configuration parameters are divided into the following categories:

● Connection settings

● UI settings

● Synchronization settings

● Advanced settings

The following tables list the attributes in each category, along with explanation of the function and an example. A sample preferences setup appears after the following tables.

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Table 41: Connection Settings

Attribute

SODSystemUrl

SODSystemUrlsList

SODUsername

SODRememberPassword

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Explanation/Example

URL used the last time this user was logged on to the SAP

Cloud for Customer system

Note

Example: SODSystemUrl= https\:/ /abc-cust007.dev.sap­ bydesign.com

List of the system URLs that a user can log on to.

Note

Example: Ensure that the whole XML string is in the same line.

<SOAP-ENV:Envelope xmlns:SOAP-

ENV="http://schemas.xmlsoap.org/soap/ envelope/">

<SOAP-ENV:Header/>

<SOAP-ENV:Body>

<SODLastLogins>

<login url="https://abccust01.dev.sapbydesign.com" user="myusername1"/>

<login url="https://abccust02.dev.sapbydesign.com" user="myusername2"/>

</SODLastLogins>

</SOAP-ENV:Body>

</SOAP-ENV:Envelope>

User name that is used to log on to the SAP Cloud for Cus­ tomer system.

Note

Example: SODUsername=myusername

Remember the password used during the last successful logon.

Note

Example: SODRememberPassword=true / false

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161

Attribute

SODAutoLogin

Table 42: User Interface Settings

Attribute

SODEnableLeadsUIFeature

SODenableOpportunitiesFeature

SODEnableActivitiesFeature

SODEnableSalesQuotesUIFeature

Table 43: Synchronization Settings

Attribute

SODEnableAutoSync

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Explanation/Example

Automatically log on to the same system used during the last successful logon.

Note

Example: SODAutoLogin=true / false

Explanation/Example

Enables the leads table in the sidebar UI of the add-in.

Note

Example: SODEnableLeadsUIFeature=true / false

Enables the opportunities table in the sidebar UI of the add-in.

Note

Example: SODenableOpportunitiesFeature=true / false

Enables the activities table in the sidebar UI of the add-in.

Note

Example: SODEnableActivitiesFeature=true / false

Enables the sales quotes table in the sidebar UI of the add-in.

Note

Example: SODEnableSalesQuotesUIFeature=true / false

Explanation/Example

Enables auto synchronization.

Note

Example: SODEnableAutoSync=true / false

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Attribute

SODAutoSyncInterval

SODAppointmentsStartDate

SODAppointmentsEndDate

SODAppointmentsSyncConflictPref

SODTasksStartDate

SODTasksEndDate

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Explanation/Example

Sets auto-synchronization time interval in seconds.

Note

Example: SODAutoSyncInterval=300

Number of days in the past the system starts downloading historical appointments, reflected as number of days before today.

Note

Example: SODAppointmentsStartDate=30

Number of days in the future the system stops downloading future appointments, reflected as number of days after today.

Note

Example: SODAppointmentsEndDate=180

Defines your conflict resolution preferences for appointments.

Note

Example: SODAppointmentsSyncConflictPref=0

0 => Server takes priority

1 => Client takes priority

Number of days in the past the system starts downloading historical tasks, reflected as number of days before today.

Note

Example: SODTasksStartDate=30

Number of days in the future the system stops downloading tasks appointments, reflected as number of days after today.

Note

Example: SODTasksEndDate=180

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163

Attribute

SODTasksSyncConflictPref

SODContactsSyncConflictPref

Table 44: Advanced Settings

Attribute

SODNotificationLevel

SODLoggingLevel

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Explanation/Example

Defines your conflict resolution preferences for tasks.

Note

Example: SODTasksSyncConflictPreff=0

0 => Server takes priority

1 => Client takes priority

Defines your conflict resolution preferences for contacts.

Note

Example: SODContactsSyncConflictPref=0

0 => Server takes priority

1 => Client takes priority

Explanation/Example

Sets the notifications frequency.

Note

Example: SODNotificationLevel=2

0 => Disable all notifications

1 => Error notifications only

2 => All notifications

Sets the logging level. This needs to be enabled to log the de­ tails about the background operations. This will help analyzing problems with the add-in. Note that this setting may nega­ tively impact the performance of the add-in.

Note

Example: SODLoggingLevel=0

0 => Disable all logging

1 => Log errors only

2 => Log Everything (for debugging)

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Note

Sample Preferences Setup

#Sat Oct 19 12:22:32 PDT 2013 eclipse.preferences.version=1

SODSystemUrl=https\://abc-cust007.dev.sapbydesign.com

SODSystemUrlsList=<SOAP-ENV\:Envelope xmlns\:SOAP-ENV\="http\:// schemas.xmlsoap.org/soap/envelope/"><SOAP-ENV\:Header/><SOAP-ENV

\:Body><SODLastLogins><login url\="https\://abc-cust007.dev.sapbydesign.com" user

\="myusername"/></SODLastLogins></SOAP-ENV\:Body></SOAP-ENV\:Envelope>

SODUsername=myusername

SODRememberPassword=true

SODAutoLogin=false

SODEnableLeadsUIFeature=true

SODEnableOpportunitiesUIFeature=true

SODEnableActivitiesUIFeature=true

SODEnableSalesQuotesUIFeature=true

SODEnableAutoSync=true

SODAutoSyncInterval=300

SODAppointmentsStartDate=0

SODAppointmentsEndDate=0

SODAppointmentsSyncConflictPref=0

SODTasksStartDate=0

SODTasksEndDate=0

SODTasksSyncConflictPref=0

SODContactsSyncConflictPref=0

SODLoggingLevel=0

SODNotificationLevel=0

4.4.2.5 Using Automatic Uninstallation

Procedure

1. Understand the template uninstall manifest.

Like installation manifests, uninstall manifests are in XML format.

Note

The following code is a sample for illustration purposes. The plug-in that you download from the system contains the actual manifest files and scripts required for installation and uninstallation.

<?xml version="1.0" encoding="UTF-8"?>

<ibm-portal-composite>

<domain-object name="com.ibm.rcp.installmanifest">

<object-data>

<install>

<installfeature id=" com.sap.sod.ln.shelf.addon .feature" required="true" version=”2.0.0”>

<requirements>

<feature action="uninstall" mergeaction="remove" shared="true" restartPersonality="true" match="perfect"

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id="com.sap.sod.ln.shelf.addon.feature" url="file:/c:/groupware/ln/demo/ notessidebarupdatesite" version="2.0.0" />

</requirements>

</installfeature>

</install>

</object-data>

</domain-object>

</ibm-portal-composite>

2. Save and run the automated uninstallation script.

Save the script below to an uninstall.bat file and run it on Microsoft Windows to uninstall the SAP add-in from

IBM Lotus Notes.

@echo off set KEY_NAME="HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\IBM\Lotus\Expeditor\Notes" set rcpLauncherPath=""

FOR /F "tokens=3 usebackq" %%i IN (`reg query HKEY_LOCAL_MACHINE\SOFTWARE

\Wow6432Node\IBM\Lotus\Expeditor\Notes ^|find /i "launcher"`) DO SET rcpLauncherPath=%%i echo The rchLauncher.exe location : %rcpLauncherPath%

%rcpLauncherPath% -com.ibm.rcp.provisioning#provisioningCommand provisioningOperation provision "C:\groupware\ln\demo\uninstall.update.xml" application com.ibm.rcp.provisioning.application.ProvisioningApplication provisioningStatusLog “C:\groupware\ln\demo \groupware_uninstall.log”

4.5 Integration with SAP Real-Time Offer Management

SAP Real-Time Offer Management (RTOM) is a real-time decision solution that provides intelligent product offers and messages during customer interactions. This topic

Overview

SAP Real-Time Offer Management (RTOM) is a real-time decision solution that provides intelligent product offers and messages during customer interactions.

Integration of SAP Cloud for Customer with RTOM is supported via SAP Cloud Applications Studio, also known as the SDK. If you integrate SAP Cloud for Customer with RTOM via the SDK, then you can adapt the work center view

Customers Accounts

to include fields for offers, then import offers that reside in RTOM into these accounts. Sales representatives can then identify offers that the account has accepted, and create leads from them.

Prerequisites

● You have successfully implemented RTOM. For additional information, visit

SAP Help Portal .

● You have successfully installed the SDK. For additional information, visit SAP Help Portal as well, at http:// help.sap.com/studio_cloud .

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When the above prerequisites are met, integration of SAP Cloud for Customer with RTOM via the SDK is enabled as follows:

● SAP Cloud for Customer allows the persistence of offers, as a standard business object, as well as a user interface in which to render them.

● Within the SDK, you, as an administrator, must create and configure a customer-specific solution to meet your business requirements. A sample template for RTOM integration is provided for you to import into your customer-specific solution and adapt to meet your business requirements. Through the customer-specific solution that you configure with your adapted template, requests are sent to RTOM, and offers from RTOM are received in SAP Cloud for Customer and rendered in the standard solution format.

● Communication between SAP Cloud for Customer and RTOM is realized through a BAdI (Business Add-In) interface that you, as an administrator, implement in the SDK as part of your customer-specific solution.

When your implementation is complete, you define the communication system and communication arrangements in SAP Cloud for Customer as the final steps to completing integration with RTOM.

Note

In this document, RTOM is discussed as the standard engine from which you can import offers into SAP

Cloud for Customer. However, in the SDK, you can configure your customer-specific solution to import offers from other engines as well.

● Once you, as an administrator, have completed the integration and set up and tested data to your satisfaction, sales representatives can choose

Customers Accounts

, then

Offers

, to access the offers that are imported from RTOM into SAP Cloud for Customer.

Once you have successfully performed the above procedures, integration of SAP Cloud for Customer with RTOM is complete.

Once you have tested this integration to your satisfaction, sales representatives can choose

Customers

Accounts

, then

Offers

— if that is the tab title you configured — to access the offers that are imported from

RTOM into SAP Cloud for Customer. Sales representatives can then identify offers that the account has accepted, and create leads from them.

Process Flow

Perform the following procedures, in the sequence indicated below, to integrate SAP Cloud for Customer with

RTOM via the SDK.

Note

The name of each procedure indicates whether it is to be performed in the SDK or in SAP Cloud for Customer.

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In SAP Cloud for Customer: Create and Configure Service Agents

Before you start to develop in the SDK, you have created the required development users with the relevant administration or developer rights. (You do this by creating service agents in SAP Cloud for Customer, and assigning the relevant user ID, password, and work centers to those service agents.)

To do so, consult the

User Setup Quick Guide

, which is delivered with the user resources on SAP Help Portal, at http://help.sap.com/studio_cloud , and complete the following three activities described therein:

●

Create a Service Agent and Request a User (for Development Users)

●

Assign a User ID and a Password to the Service Agent (for Development Users)

●

Assign Work Centers to the Service Agent (for Development Users)

In the SDK: Connect to the Repository

1. Open the SDK.

2. Specify the following entries:

○ System

From the dropdown, choose the technical name and URL of your SAP Cloud for Customer tenant.

○ User ID

Enter the user ID of the service agent that you created and configured in the previous activity.

○ Password

Enter the password of that service agent.

3. Choose

OK

.

In the SDK: Identify Additional Tenants

If you intend to perform integration or testing activities in an SAP Cloud for Customer tenant other than the tenant specified in the previous activity, proceed as follows:

1. Open the SDK.

2. Choose

Administration Options and Settings...

.

3. In the dialog box that follows, enter the

Name

and

Host

of the repository system of your SAP Cloud for

Customer tenant.

4. Choose

Save

.

5. Choose

OK

to close the dialog box.

In the SDK: Create a New Customer-Specific Solution

1. On the

My Solutions

screen, choose

Create Solution

.

2. In the dialog box that follows, in each field indicated, perform the corresponding entry.

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Table 45:

Field

Solution Type

Description:

Deployment Unit:

Company:

Contact Person:

E-Mail:

Entry

Choose

Customer-Specific Solution

.

Enter a description of your choosing — for example,

RTOM_SOLUTION .

Choose

Customer Relationship Management

.

Enter the name of your company.

Enter the name of the contact person.

Enter the e-mail address of the contact person.

Note

In the remainder of this document, it is assumed that RTOM_SOLUTION is the description of the customerspecific solution.

3. Choose

OK

to close the dialog box.

Download the Sample Template for RTOM Integration

1. Open SAP Note 1923364 .

2. On the resultant screen, choose

Attachments

, where the sample template for RTOM integration resides.

3. In the

Filename

column, click on the RTOM_SAMPLE_TEMPLATE link.

4. In the dialog box that follows, choose

Save Save as

.

5. Save the sample template in your preferred directory.

In the SDK: Import and Adapt the Sample Template

1. On the

My Solutions

screen of the SDK, select the RTOM_SOLUTION node.

2. Choose

Administration Implementation Manager

.

3. On the

Implementation Manager

screen, under

Current Version

, choose

Import Solution Template

.

4. Navigate to your preferred directory, then select the sample template.

5. Choose

Open

.

When the import is complete, the contents of the sample template are displayed on the

Solution Explorer

screen.

6. Adapt the sample template to meet your business requirements.

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In the SDK: Adjust and Deploy the Customer-Specific Solution

1. On the

Solution Explorer

screen of the SDK, right-click on the RTOM_SOLUTION node, then choose

Activate

All Items

.

2. On the same screen, right-click on the AccountExtension.xbo node, then choose

Enhance Screen

.

1. In the dialog box that follows, select the checkbox

COD_Account_TI

.

2. Choose

OK

.

In response, the UI Designer opens. The remainder of this procedure describes how to add the

Credit

Rating

extension field — which is delivered with the sample template — to the account header.

3. On the

Extensibility Explorer

screen of the UI Designer, select the

Header

entity, then choose

Add Extension

Field to Section Group

.

1. In the dialog box that follows, select the checkbox

Add

, then choose

Apply

.

4. On the

Extensibility Explorer

screen of the UI Designer, select the

Undefined

entity, then choose

Add View with

Embedded Component

.

1. In the dialog box that follows, enter the tab title OFFERS.

Note

The title you enter here is what users will select — within

Customers Accounts

— to access offers that are imported from RTOM.

2. For the Embedded Component field, select

...

, then expand the resultant tree structure as follows:

Repository Content BYD_COD SalesOnDemand Offer

3. Select

Offers_EC

, then choose

OK

to close the dialog box.

5. Choose

Bind

.

1. In the dialog box that follows, in the

Outport

dropdown, choose

PublicOutportECCustomerRoot

.

2. In the

Inport

dropdown, choose

OfferInPort

.

3. Select outport parameter

AccountID

, then inport parameter

AccountID

, then choose

Bind

.

4. Select outport parameter

AccountUUID

, then inport parameter

AccountUUID

, then choose

Bind

.

5. Choose

OK

to close the dialog box.

6. Choose

Apply

.

7. Choose

Save and Activate

.

In response, the

Offers

tab is now displayed.

8. Choose

File Exit

to exit the UI Designer.

9. On the

Solution Explorer

screen of the SDK, right-click on the RTOM_SOLUTION node, then choose

Deploy

Business Configuration

.

1. In the dialog box that follows, select the second option.

2. Choose

OK

to close the dialog box.

You can now test the functionality of your customer-specific solution in the current tenant. Alternatively, you can assemble and deploy your solution to a productive tenant, provided that it is assigned to the same customer number.

10. Choose

File Exit

to exit the SDK.

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In SAP Cloud for Customer: Maintain Communication Systems

1. Log on to SAP Cloud for Customer as an administrator.

2. Choose the

Administrator

tab.

3. Choose

Communication Systems

.

4. Choose

New

.

5. On the screen that follows, in each field indicated, perform the corresponding entry.

Table 46:

Field Entry

ID:

Enter a description of your choosing — for example,

RTOM2 .

SAP Business Suite:

Host Name:

System Access Type:

Select this checkbox.

Enter the relevant host name or IP address.

Choose

Internet

.

1. Choose

Actions Set to Active

.

2. Choose

Save and Close

.

6. Exit the

Communication Systems

screen.

In SAP Cloud for Customer: Maintain Communication Arrangements

1. Choose

Communication Arrangements

.

2. Choose

New

.

3. On the screen that follows, choose

RTOMCommunicationScenario

, then

Next

.

4. On the next screen, specify the appropriate

System Instance ID

— for example, RTOM2 — then choose

Next

.

5. Under

Outbound Communication: Basic Settings

, in each field indicated, perform the corresponding entry.

Table 47:

Field Entry

Outbound Communication Enabled:

Select this checkbox.

Application Protocol:

Authentication Method:

Select

Web Service

.

Select your preferred authentication method.

6. Choose

Edit Advanced Settings

.

1. On the screen that follows, in each field indicated, perform the corresponding entry.

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Table 48:

Field

Use Basic Settings:

Application Protocol:

Protocol:

Host Name:

Port:

Path:

2. Save your entries.

7. Exit the

Communication Arrangements

screen.

Entry

Deselect this checkbox.

Select

Web Service

.

Select your preferred protocol.

Do not modify the proposed entry.

Enter the port.

Enter the path — for example, /

RTOMSiteAdaptorWS/CODRTOMOffers.asmx

.

In SAP Cloud for Customer: Set Your Customer-Specific Solution In Scope

The sample template that you import and adapt includes a Business Adaptation Catalog (BAC) element, which enables you to set your customer-specific solution in scope. Once the sample template is adapted to your requirements and you are logged on to SAP Cloud for Customer, proceed as follows to locate this element, and set your customer-specific solution in scope.

1. Choose

Business Configuration Implementation Projects

.

2. Select the title of the appropriate implementation project.

The Project Overview screen appears.

3. Choose

Edit Project Scope

.

The Edit Project Scope screen appears.

○ Under Country and Type of Business, select

Next

.

○ Under Implementation Focus, select

Next

.

○ Under Scoping, select

Next

.

4. On the Questions screen, expand the

Sales

scoping element, then expand the

Account and Activity

Management

scoping element, then select the

Communication for Account and Activity Management

scoping element.

Note

This is the location of the scoping element as delivered in the sample template. As you adapt the sample template to meet your business requirements, you can specify a different location, if you prefer.

5. Select the checkbox

In Scope

to activate integration of SAP Cloud for Customer with SAP Real-Time Offer

Management.

6. Choose

Save Draft

.

7. Close the Edit Project Scope screen.

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4.6 Partner Channel Management

If you work together with partners to make sales, you can allow them to share certain sections of your SAP solution, allowing closer collaboration.

If your solution includes integration with the SAP HANA Cloud Portal, you can make partner channel management available in the partner portal.

Setting Up Your Partner Portal [page 173]

Set up your partner portal so that your channel managers can engage more efficiently with your partner network.

Activating Deal Registration [page 179]

If you work with channel partners on a regular basis, yet also require a mechanism to identify incoming opportunities and ensure their quality, then we recommend that you activate deal registration in your solution.

4.6.1 Setting Up Your Partner Portal

Set up your partner portal so that your channel managers can engage more efficiently with your partner network.

Use the portal to give your partners all the information they need and make it easier to do business with your company. The goal is to help channel managers to efficiently engage with partners and enable their experts by:

● Providing a harmonized, central partner experience

● Providing easy, role-based access to high-value content, key information and intuitive self-services

● Empowering partners to efficiently and self-sufficiently support go-to-market campaigns and drive indirect revenue

Set Up Overview

The partner portal is based on SAP HANA Cloud Platform and leverages various platform services such as the portal launchpad, identity and user management, connectivity and roles, security as well as SAP Web IDE /

SAPUI5 for custom development and extensions.

Customers can create their own partner sites or start with the provided apps delivered via the predefined integration with SAP Cloud for Customer which serves as the central system of record for the relevant business objects (partners, leads, opportunities, etc.) and the configuration of their meta data. The partner portal solution provides pre-configured web applications that visualize the data from SAP Cloud for Customer exposed via oData services.

Prerequisites [page 174]

Create Trust Between the Customer Account and SCI [page 174]

Create Trust Between the Customer Account and the SCI API [page 175]

Create Trust Between the Customer Account and SAP Cloud for Customer [page 176]

Upload Destinations to the Customer Account [page 177]

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4.6.1.1 Prerequisites

SAP Cloud Services has set up and configured the integration between your SAP Cloud for Customer system and the SAP HANA Cloud Portal, a separately licensed solution.

For information on integrating your SAP Cloud for Customer system with SAP HANA Cloud Portal, contact your

SAP Cloud Services representative.

4.6.1.2 Create Trust Between the Customer Account and SCI

Context

For the logon scenario, proceed as follows to create trust between the customer account and SCI.

Procedure

1. In the SAP HANA Cloud Platform Cockpit, open the customer account.

1. Navigate to the

Trust

settings.

2. Edit the

Local Service Provider

settings.

3. Change the

Configuration Type

to Custom.

4. Choose

Generate Key Pair

to display the signing key and certificate.

5. Change the

Principle Propagation

to Enabled.

6. Save your settings, then choose the

Get Metadata

link to download the metadata.

7. Open the

Trusted Identity Provider

tab, then choose

Add Trusted Identity Provider

.

8. Browse to locate the IDP metadata file, then upload it.

Note

To find this file, navigate to https://[your SCI account name].[account domain].ondemand.com/saml2/metadata.

9. On the

General

tab, change the

User ID Source

to attribute and the

Source Value

to mail.

10. On the

Attributes

tab, choose

Add Assertion-Based Attribute

, then add the following attribute mapping.

Table 49:

Assertion Attribute Principle Attribute first_name firstname

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Assertion Attribute last_name mail

Principle Attribute lastname email

11. Save your entries, then exit the customer account settings.

2. Open the administrator page of your SCI IDP account, located at https://[your SCI account name].[account domain].ondemand.com/admin.

1. Choose

Applications

.

2. Add a new application, specifying the customer's name as the application name.

3. Open the SAML 2.0 Configuration and upload the customer's account SP metadata, which you downloaded in step 1f. of the current task.

4. Save your entries, then exit the applications settings.

Upon completing this procedure, you should be able to log on to the SAP HANA Cloud Portal space with the user ID (that is, e-mail) that was assigned to it when the customer's account was provisioned.

Note

If you cannot log on with this user ID, ensure that it has been added to the SCI account by visiting the SCI administrator page and uploading the user and user details in a .csv file format.

4.6.1.3 Create Trust Between the Customer Account and the

SCI API

Context

For the SAP ID invitation flow scenario, proceed as follows to create trust between the customer account and the

SCI API.

Procedure

1. Request a certificate to be used for authentication from the SAP Support Portal .

2. Open a KeyStore Explorer application, then proceed as follows.

1. Choose

Create a new KeyStore

.

2. Specify the

JKS

type.

3. Choose

Tools Import Key Pair

.

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4. Choose

PKCS #12

.

5. In the

Decryption Password

field, specify the certificate password, then choose the certificate file.

6. Choose an alias, or accept the default setting.

7. When you are prompted to choose a new password, enter the original certificate password.

8. Save the .jks file with the file name sapid.jks.

9. When you are prompted to choose a new password, enter, again, the original certificate password.

3. In the SAP HANA Cloud Platform Cockpit, open the customer account.

1. Choose

Destinations

.

2. Upload the sapid.jks file.

4. Open your SCI IDP account.

1. Choose

Certificate for API Authentication

.

2. Upload the public part of the P12 certificate that you created, which is determined as follows:

○ Open Microsoft Internet Explorer®.

○ Choose

Internet Options Content Certificates Import

.

○ Choose the P12 file.

○ Enter the password that you specified when you created the certificate.

Note

Accept the default checkbox selections.

○ Place the certificate in the Personal store, then choose

Finish

.

○ Find the certificate that you uploaded into the Personal store, then choose

Export

.

○ Choose

Next

until you view the file format options.

○ Select the

Base-64 encoded X.509

(.cer) format.

○ Enter a file name for the exported file, then choose

Finish

.

○ Using Notepad, open the exported file and copy the entire text, including the header and footer.

4.6.1.4 Create Trust Between the Customer Account and

SAP Cloud for Customer

Context

For the SAP Cloud for Customer invitation flow scenario, proceed as follows to create trust between the customer account and SAP Cloud for Customer.

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Procedure

1. Open the trust management settings of the SAP HANA Cloud Platform customer account.

1. Copy the entry in the

Local Provider Name

field.

2. Copy the entry in the

Signing Certificate

field, and save it in .cer format.

2. Within a separate browser window, log on to SAP Cloud for Customer in the Microsoft Silverlight® client with administrator authorizations.

1. In the

Administrator

work center, under

Common Tasks

, choose

Configure OAuth 2.0 Identity Provider

.

○ Choose

New OAuth 2.0 Provider

.

○ In the

Issuing Entity Name

field, paste the entry that you copied in step 1a. of the current task.

○ From the

Primary Signing Certificate

field, choose

Browse

to locate the file in .cer format that you saved in step 1b. of the current task.

○ Select the

E-Mail Address

checkbox.

○ Choose Submit.

2. Choose

Administrator OAuth 2.0 Client Registration

.

○ Choose New.

○ Specify the client secret, client description, and token lifetime (in seconds).

○ In the

Issuer Name

field, use the dropdown list to specify the identity provider that you created in step

2a. of the current task.

○ Choose Save and Close.

4.6.1.5 Upload Destinations to the Customer Account

Procedure

1. In the SAP HANA Cloud Platform Cockpit, open the customer account.

2. Upload the following destinations, along with the associated parameters.

1. SAPID

This destination is used for the SAP ID invitation flow scenario, and consists of the following parameters.

Note

Replace any text denoted in bold with the information that pertains to your solution.

Name=sapid

Type=HTTP

URL=https://[your SCI account name].[account domain].ondemand.com

ProxyType=Internet

Authentication=ClientCertificateAuthentication

KeyStore Location=sapid.jks

KeyStore Password=[password specified when you created the certificate]

TrustAll=true

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2. C4C

This destination is used for connecting to SAP Cloud for Customer during its invitation flow scenario, and consists of the following parameters.

Note

Replace any text denoted in bold with the information that pertains to your solution.

Replace NNNNNN with the numbers that are associated with the URL of your SAP Cloud for Customer tenant.

Name=C4C

Type=HTTP

URL=https://myNNNNNN.crm.ondemand.com

ProxyType=Internet

Authentication=OAuth2SAMLBearerAssertion

Audience=myNNNNNN.crm.ondemand.com

Client Key=[OAuth client ID from SAP Cloud for Customer]

Token Service URL=https://myNNNNNN.crm.ondemand.com/sap/bc/sec/oauth2/token?

sap-client=[client number]

Token Service User=[OAuth client ID from SAP Cloud for Customer]

Token Service Password=[password specified in Client Key field during SAML

client configuration]

authnContextClassRef=urn:oasis:names:tc:SAML:2.0:ac:classes:PreviousSession nameIdFormat=urn:oasis:names:tc:SAML:1.1:nameid-format:emailAddress scope=UIWC:CC_HOME

3. C4C Public

This destination is used for connecting to SAP Cloud for Customer during an anonymous scenario on a public site, and consists of the following parameters.

Note

Replace any text denoted in bold with the information that pertains to your solution.

Replace NNNNNN with the numbers that are associated with the URL of your SAP Cloud for Customer tenant.

Type=HTTP authnContextClassRef=urn:oasis:names:tc:SAML:2.0:ac:classes:PreviousSession

Authentication=BasicAuthentication

Name=C4C__public

ProxyType=Internet

URL=URL=https://myNNNNNN.crm.ondemand.com/sap/byd/odata/v1/pcmportal nameIdFormat=urn:oasis:names:tc:SAML:1.1:nameid-format:emailAddress

User=[Administrator User ID]

Password=[Administrator Password] scope=UIWC:CC_HOME

4. c4c_pcmpublic

Note

Replace any text denoted in bold with the information that pertains to your solution.

178

Name=c4c_pcmpublic

Description=destination to public self-registration widget

URL=[URL of the customer account subscription to the pcmpublic Helium

application]

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ProxyType=Internet

Type=HTTP

Authentication=NoAuthentication

4.6.2 Activating Deal Registration

If you work with channel partners on a regular basis, yet also require a mechanism to identify incoming opportunities and ensure their quality, then we recommend that you activate deal registration in your solution.

In SAP Cloud for Customer, deal registration is an important aspect of partner channel management. A deal that is created in your solution can be understood to represent a type of pre-qualified lead that is unique to channel partners. Each deal contains information that is comparable to a lead, yet features additional information that is specific to the channel partner. Deals also include the answers that channel partners provide to short questionnaires, as they submit the prospective deal, to describe its potential business value.

Prerequisites

● Your business users are authorized to access the

Sales Deal Registration

work center view, where deals are managed.

● The corresponding master data for partner contacts, products, pricing and so on are present in your solution.

Important tasks

Navigation

Table 50:

Scoping [page 125]

Deal Registration

To make the

Sales Deal Registration

work center view visible in your system and thereby en­ able authorized users to manage deals, you, as an administrator, select the checkbox of the scoping setting

Sales Deal Management Deal Registration

.

Activity List [page 297]

Deal Registration

In fine tuning, you, as an administrator, add the

Deal Registration

activity, then edit the activity to define the engagement type codes — for example

Co-Sell

, or

Re-Sell

— and to determine the ques­ tions that channel partners will answer when they submit prospective deals. If you are not satisfied with these predelivered questions, then you can edit or delete them, as desired, or add new ones.

Partner contact creates and submits prospective deal

Once deal registration is active in your solution, the partner contact creates and submits a prospective deal, as follows.

1. The partner contact logs on to the solution.

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2. The partner contact chooses

Sales Deal Registration

.

3. On the following screen, the partner contact chooses

New

.

4. All required information is entered.

Note

If desired, the partner contact can select the

Use Existing Account

option to assign the deal to a prospect that already exists in your solution.

5. In the

Status

field, the partner contact specifies one of the following entries:

○

Draft

, allowing the deal to be finalized later, or

○

Submitted

, causing the deal to be routed to the brand owner for consideration

6. The partner contact saves the deal.

Note

If the partner contact has submitted the deal, then he or she cannot edit it again, unless the brand owner assigns it

Draft

status at a later time.

Brand owner considers submitted deal

Once the prospective deal is submitted, the brand owner considers it, as follows.

1. The brand owner logs on to the solution.

2. The brand owner chooses

Sales Deal Registration

.

By default, all deals are displayed.

3. Choosing the

Grouped Deals

filter, the brand owner views prospective deals grouped by end customer, product and end date.

4. The brand owner opens any deal in

Submitted

status.

5. On the next screen, in the

Status

field, the brand owner specifies one of the following entries:

○

Draft

, if the deal is to be returned to the partner contact for revisions to occur, or

○

In Review

, if the deal is to undergo customer aliasing and potentially receive acceptance

6. The brand owner saves the deal.

Brand owner performs customer aliasing

Once the prospective deal is in review, the brand owner determines whether to create a new account for the prospect, or to assign an existing account to it, as follows.

1. The brand owner opens any deal to which the status

Submitted

or

In Review

is assigned.

2. The brand owner chooses

Actions Convert to Account

.

In response, provided that duplicate checks for business partners are active in the system, potential duplicates are displayed, where applicable.

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3. To complete customer aliasing, the brand owner performs one of the following actions:

○ Clicks on the link of the potential duplicate business partner to assign that account to the deal, or

○ Saves the prospect associated with this deal to complete its conversion into an account.

In response, the account information is assigned to the deal.

Brand owner accepts deal

If the brand owner decides to accept the deal, the following steps occur.

1. The brand owner opens any deal to which the status

In Review

is assigned.

2. The brand owner modifies the status from

In Review

to

Accepted

, enabling it to be converted to an opportunity, when applicable.

3. The brand owner saves the deal.

Brand owner converts deal to opportunity

Once the brand owner is satisfied with the accepted deal and wants to convert it to an opportunity, the following steps occur.

1. The brand owner opens any deal to which the status

Accepted

is assigned.

2. The brand owner chooses

Actions Convert to Opportunity

.

In response, the deal is converted to an opportunity.

3. The brand owner saves the deal.

In response, the status

Converted

is assigned. Neither the partner contact nor the brand owner can edit the deal further, for it has become an opportunity.

4.7 Avention Integration

This topic describes how to integrate SAP Cloud for Customerwith Avention.

Integration with Avention enables you to increase the potential of triggers that your organization has defined in that solution with respect to leads in SAP Cloud for Customer. Once you have defined the corresponding triggers in Avention and activated integration with Avention in your solution, data from Avention is automatically imported into your solution on the basis of your triggers, and results as leads in SAP Cloud for Customer. Your sales personnel can then funnel the resultant leads into the deal finder to drive sales. In short, integration with Avention is an optional capability to import additional leads into the solution for use by your sales personnel.

In order to work with leads that result from integration with Avention, sales users must have access to the work center view

Sales Leads

or

Marketing Leads

.

Note

For more information on recommended work center assignments, see Recommended Business Roles and Work

Center Assignments for SAP Cloud for Customer.

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Important tasks

Perform the following tasks, in the sequence indicated below, to configure integration with Avention.

Enable Integration with Avention in Scoping

1. While editing your project scope, within the

Scoping

section, select

Sales Lead Management Leads

.

2. Within the

Questions

section, select

Sales Lead Management Leads

, then select the

In Scope

checkbox for the following question:

○

Do you want to enable integration with Avention?

For more information on scoping your solution, see Enabling Features in Scoping for SAP Cloud for Sales.

Suppress Duplicate Checks for Avention Integration (optional)

If you have enabled duplicate checks for business partners in your solution, but if you wish to suppress duplicate checks for accounts that are associated with leads to be created in the solution via data that is imported from

Avention, then proceed as follows:

1. Choose

Business Configuration Implementation Projects

.

2. Select your project, then click

Open Activity List

.

3. Select the

Fine-Tune

tab.

4. Open the

Leads

activity.

5. On the following screen, click

Maintain Sources

.

6. On the screen thereafter, select the

Avention

source.

7. Select the

Suppress Duplicate Checks During Upload

checkbox.

8. Choose

Save and Close

.

Set Up a Communication System

To set up a communication system for integration with Avention, proceed as follows:

1. Choose

Administrator General Settings

, then select

Communication Systems

.

2. Create a new communication system.

3. Fill in the necessary information, including an ID and the host name

AVENTION

, and select

Internet

for the system access type.

4. Specify

AVENTION

as the System Instance ID.

5. Save your new communication system.

6. Choose

Actions

, then

Set to Active

.

For more information on communication systems, see the Communication Systems Quick Guide.

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Set Up a Communication Arrangement in SAP Cloud for Customer

To set up an arrangement to allow your SAP Cloud for Customer solution to communicate with Avention, proceed as follows:

1. Choose

Administrator General Settings

, then select

Communication Arrangements

.

2. Create a new communication arrangement.

3. Select the

Manage Leads

communication scenario, then choose

Next >

.

4. In the

Define Business Data

step, Specify the system instance ID – for example,

AVENTION

– that you created when you set up your communication system, then choose

Next >

.

5. In the

Define Technical Data

step, specify

Web Service

as the application protocol, and

SSL Client Certificate

as the authentication method.

1. Note the user ID, which will be used to authenticate the service in Avention.

2. Choose

Edit Credentials

, then enter a password. This is the password you will use to establish the communication arrangement in Avention.

3. Choose

Next >

.

6. Choose

Finish

to save and activate the communication arrangement.

For more information on communication arrangements, see the Communication Arrangements Quick Guide.

Note

Upon successfully establishing the communication arrangement with Avention, we recommend that you modify your Web browser settings to identify https://app.avention.com and https:// signon.onesource.com as trusted Web sites.

Set Up a Communication Arrangement and Triggers in Avention

Within the Avention solution, set up the communication arrangement that completes configuration with SAP

Cloud for Customer, and define the triggers for data that will result in the import of data into SAP Cloud for

Customer, and creation of leads.

Test Integration

To test the data that you have imported from Avention into SAP Cloud for Customer, proceed as follows:

1. Choose

Sales Leads

or

Marketing Leads

.

2. Choose

Show Advanced Filter

.

3. In the

Source

dropdown, choose

Avention

, then choose

Go

.

In response, the solution displays leads that have been created in SAP Cloud for Customer on the basis of data that was imported from Avention.

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Configuring the Avention Mashup Web Service

To configure the standard mashup Web service for Avention, proceed as follows:

1. Choose

Administrator Mashup Web Services

.

2. Select the service ID

BYD_COD/AVENTION

.

3. Click

Enter API Keys

.

The

Enter API Keys

dialog box opens.

4. Click

Show API Keys

and, in the

API Key Value

column, enter the corresponding key.

Note

The API key to be entered corresponds to the token that appears within the connectivity settings of

Avention.

5. Save your changes.

Note

If desired, you may personalize your solution by embedding a standard mashup, with the mashup ID BYD_COD/

AVENTION, on the

Overview

screen within the item details of a lead. If you embed this standard mashup on that screen, then users can access Avention directly by opening the

Overview

screen of leads that originated in

Avention.

4.8 Enabling SAP Real Time Communicator by Genband

Set up access to the real-time collaboration tool for employees.

Context

You can enable real-time communications access by role. SAP Real Time Communicator by Genband is currently available in the following countries:

● Canada

● Germany

● United Kingdom

● United States

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Procedure

1. Add the Real Time Communication scoping element to your implementation project. This element is located under

Communication and Information Exchange People Collaboration, Internet and External Services

Real Time Communication

.

You can find more information about scoping your system, in the Administrator Guide.

2. Navigate to

(BETA) Administration Security

. Under

Real-Time Communications

, select

End User

Agreement

.

3. Read and accept the license agreement and select a data center.

If the end user agreement screen requests an API key, then you must print and return the signed user agreement to SAP to obtain the API key that enables real-time communications. If no API key is requested, then you can accept the user agreement electronically and continue.

4. Navigate to

(BETA) Administration Operations

. Under the

Business Roles

section, select

Business

Roles

.

5. Edit the desired roles' work center and view assignments and add the Presence and Chat view to the Real-

Time Communications work center. If you have purchased the advanced communications option you can also add the Advanced Communications view which enables voice and video.

You can also add the Real-Time Communications views for individual users, but controlling access with roles is generally more efficient.

4.9 External Customer Service Portal Integration

If your SAP Cloud for Customer system is not integrated with SAP HANA Cloud Portal, Support Site Edition, you can choose to include integration with an external customer service portal during the scoping phase of your implementation project. This option allows you to extend your customer service capabilities to include a selfservice offering provided by a partner over the Internet.

For information on integrating your SAP Cloud for Customer system with SAP HANA Cloud Portal, Support Site

Edition, contact your SAP Cloud Services representative.

Prerequisites

Your system has been provisioned with the Add-On for External Customer Service Portal Integration.

Activating External Customer Service Portal Integration

1. Go to

Business Configuration Implementation Projects

and select the relevant implementation project.

2. Click

Edit Project Scope

.

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3. Click

Next >

until you reach

4 Questions

.

4. In the

Scoping Elements

list, select

Service

>

Customer Care

>

Communication for Customer Care

.

5. To enable

External Customer Service Portal Integration

, select

Yes

.

6. Click

Next >

.

7. Review and confirm your project scope.

Follow-On Activities

1. Create a new communication system to connect to your partner system for the customer service portal.

2. Create and maintain communication arrangements settings for the customer service portal communication system.

For more information, see

Configuring an External Customer Service Portal [page 186]

.

4.9.1 Configuring an External Customer Service Portal

If your SAP Cloud for Customer system is not configured with integration to SAP HANA Cloud Portal, Support Site

Edition, you can still configure your system to communicate with an external customer service portal.

For information on integrating your SAP Cloud for Customer system with SAP HANA Cloud Portal, Support Site

Edition, contact your SAP Cloud Services representative.

You selected to include an external customer service portal integration in your implementation project scope. For more information, see: External Customer Service Portal Integration.

Tasks

Create a Communication System

1. Go to

Administrator General Settings

then under

Integration

, click

Communication Systems

.

2. Click

New

.

For more information, see the Communication Systems Quick Guide.

3. For the

System Access Type

, choose

Internet

.

4. Add the

System Instance

information.

5. Save your entries and activate the communication system.

Create a Communication Arrangement

1. Go to

Administrator General Settings

then under

Integration

, click

Communication Arrangements

.

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2. Click

New

.

For more information, see the Communication Arrangements Quick Guide.

3. For the communication scenario, select

Customer Service Portal Integration

. Click

Next >

.

4. Select the

System Instance ID

of the communication system you created for your customer service portal.

Click

Next >

.

5. For

Authentication Method

, choose

User ID and Password

.

6. Click

Edit Credentials

and enter your user and password information. Click

Next >

.

7. When you're satisfied with your settings, click

Finish

.

The communication arrangement is saved and activated.

Information for Your External Customer Service Portal Partner

You need to provide your external partner the information they need to consume the services related to ticket integration.

1. From the

Communications Arrangements

screen, click on the communication scenario you created for your customer service portal.

2. In the list of

Inbound Communication Services

, select a service and click

Download WSDL

.

Additionally, if

Display Documentation

is active, you can review the technical documentation associated with the service.

3. Continue downloading the WSDL for each service in the list and provide the complete set to your customer service portal partner.

Results

The

Portal

tab is available in the workspace.

Follow-On Tasks

If you choose to partner with SnapEngage for your customer service portal and chat, you need to configure the chat URL generator to enable the link in the agent workspace. For more information, see Configuring the Chat URL

Generator.

4.10 Computer Telephony Integration

This document is intended for customers and partners who want to integrate their CTI (Computer Telephony

Integration) solution with SAP Cloud for Customer.

Prerequisites [page 188]

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These items are required to integrate your CTI solution to SAP Cloud for Customer.

Architecture [page 189]

A high level overview of the architecture that allows CTI integration with SAP Cloud for Customer.

Enabling Inbound Calls [page 191]

URL parameters required to enable inbound phone calls.

Enabling Outbound Calls [page 193]

How to build your DLL file to enable outbound phone calls.

Creating a Security Certificate for HTTPS-Enabled Computer Telephony Integration (CTI) [page 194]

You can enable HTTPS security for outbound phone calls made from your solution. To fully enable this feature, you will need to create a security certificate using the command line.

Live Activity - Chat Integration [page 196]

If you are using a computer telephony integration (CTI) solution with SAP Cloud for Customer, you can enable chat integration in the LIve Activity pane.

Simulate CTI Call [page 198]

Simulate an incoming call in Live Activity with the SAP Cloud for Customer CTI Client Adapter.

Configuring CTI Integration for SAP Contact Center [page 199]

Set up the solution to use native CTI support, rather than the CTI adapter plug-in.

4.10.1 Prerequisites

These items are required to integrate your CTI solution to SAP Cloud for Customer.

Supported Operating

System

Microsoft Windows Vista or later

Client-Side

Application

Only client-side Integration is supported so you must have a client-side application to communicate via the built in adapter.

Agents using the CTI solution must have this client-side application running on their desktop.

Microsoft® Visual

Studio

SAP Cloud for

Customer CTI Client

Adapter

In order to enable the outbound call feature, you need to use Microsoft® Visual Studio to edit the CTI Connector project.

The adapter must be installed and run on each agent's desktop.

The installation file for the CTI Client Adapter is available on the Downloads page of SAP

Cloud for Customer.

Note

If you want to use the https protocol to connect to your CTI client, you must start the adapter with administrator rights (right-click and select

run as administrator

).

If you are not using https, you can start the adapter normally.

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SAP Service

Marketplace

Access to SAP Service Marketplace is required to download the CTI Connector project used for enabling outbound calls.

Parent topic: Computer Telephony Integration [page 187]

Related Information

Architecture [page 189]

Enabling Inbound Calls [page 191]

Enabling Outbound Calls [page 193]

Creating a Security Certificate for HTTPS-Enabled Computer Telephony Integration (CTI) [page 194]

Live Activity - Chat Integration [page 196]

Simulate CTI Call [page 198]

Configuring CTI Integration for SAP Contact Center [page 199]

4.10.2 Architecture

A high level overview of the architecture that allows CTI integration with SAP Cloud for Customer.

Inbound calls are achieved using a parameterized URL that your client-side application passes to the SAP Cloud for Customer CTI Client Adapter. This allows the call attached data to display in the Live Activity pane in the solution.

Outbound calls are achieved by using a DLL which passes the dial out phone number from SAP Cloud for

Customer to your CTI solution and in which you have included the necessary dial-out logic.

The architecture of the completed integration is modeled in the following diagram.

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Figure 6: SAP Cloud for Customer CTI Integration Architecture

Parent topic: Computer Telephony Integration [page 187]

Related Information

Prerequisites [page 188]

Enabling Inbound Calls [page 191]

Enabling Outbound Calls [page 193]

Creating a Security Certificate for HTTPS-Enabled Computer Telephony Integration (CTI) [page 194]

Live Activity - Chat Integration [page 196]

Simulate CTI Call [page 198]

Configuring CTI Integration for SAP Contact Center [page 199]

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4.10.3 Enabling Inbound Calls

URL parameters required to enable inbound phone calls.

Inbound call integration uses a parameterized URL call from the CTI desktop client to the SAP Cloud for Customer

CTI Client Adapter to pass information like the ANI, DNIS, and CAD to the solution.

The URL is: http://localhost:36729/?

CID=<cid>&ANI=<phonenum>&DNIS=<phonenum2>&<cad1=xxxx&cad2=yyyy>.

Additional parameters can be added to the URL so that extra information can be passed to SAP Cloud for

Customer.

The following table lists the parameter names and the information each parameter contains:

Table 51:

Parameter Description

CID The client ID.

This is mandatory value.

Note

Supported values are currently limited to: BCM1234,

AVAYA5678, CISCO9876, GEN8923 (Genesys), SIE5281

(Siemens)

ANI

DNIS

BP

TicketID

SerialNo

ExternalReferenceID

The caller's number.

The number dialed.

The caller's account ID.

The ID of a ticket associated with the call.

A registered product serial number.

Unique call ID in the CTI system.

Note

This information is stored in the phone activity as a BTD reference.

Custom_1

Custom_2

Custom_3

Custom_4

A field that can be used to pass any other call data.

A field that can be used to pass any other call data.

A field that can be used to pass any other call data.

A field that can be used to pass any other call data.

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Parameter

Custom_5

Description

A field that can be used to pass any other call data.

Note

All of these parameters are included in the following extension spot, available in the SDK:

ES_COD_CTI_CALL_HANDLING

Your customer requires that the following data is passed from your CTI solution to their SAP solution:

Table 52:

ANI (Dialing From): 408-361-3611 External ID: 56432156787890

Number Dialed: 1-800-455-5555 Custom_1: value1

AccountID

Serial Number

TicketID

1000655

XY234567T

8003456

Custom_2:

Custom_3:

Custom_4: value2 value3 value4

You would enter the following URL: http://localhost:36729/?

CID=BCM1234&ANI=408-361-3611&DNIS=1-800-455-5555&BP=1000655&SerialNo=XY234567T&TicketI

D=8003456&

ExternalReferenceID=56432156787890&Custom_1=value1&Custom_2=value2&Custom_3=valu31&Cus tom_4=value4.

Example

Example of C# code to send a parameterized call to SAP Cloud for Customer: urlparam1 =

“ANI=408-361-3611&DNIS=1-800-455-5555&BP=1000655&SerialNo=XY234567T&TicketID=80034

56&”; urlparam2 = urlparam1 +

ExternalReferenceID=56432156787890&Custom_1=value1&Custom_2=value2&Custom_3=valu31

&Custom_4=value4”;

“url = http://localhost:36729/?CID=BCM1234&” + urlparam2;

HttpWebRequest webReq = (HttpWebRequest)WebRequest.Create(url);

HttpWebResponse WebResp = (HttpWebRequest)webReq.GetResponse();

In this example, Urlparam is split into multiple strings only for better readability.

Parent topic: Computer Telephony Integration [page 187]

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Related Information

Prerequisites [page 188]

Architecture [page 189]

Enabling Outbound Calls [page 193]

Creating a Security Certificate for HTTPS-Enabled Computer Telephony Integration (CTI) [page 194]

Live Activity - Chat Integration [page 196]

Simulate CTI Call [page 198]

Configuring CTI Integration for SAP Contact Center [page 199]

4.10.4 Enabling Outbound Calls

How to build your DLL file to enable outbound phone calls.

Context

To enable outbound calls, the SAP Cloud for Customer CTI Client Adapter uses the DLL, CODCTIConnector.dll, which contains a method for handling outbound calls. You must build your own DLL and in it specify your dial-out logic.

In order to facilitate this process, SAP provides the Microsoft® Visual Studio project, CTI Connector. This project contains the class, OutboundCallHandler, which contains the method, dialOut. The phone number to dial is passed from the solution (when an agent initiates a call via Live Activity) as the parameter for the method.

To enable outbound phone calls, perform the following steps:

Procedure

1. Download the CTI Connector project from the SAP Service Marketplace and install it.

2. Open the project in Microsoft® Visual Studio.

3. Add the logic in the dialOut method to pass the phone number to the CTI solution (see the following example for details).

4. Build the DLL and deploy it in CTI Client Adapter file structure.

To deploy the DLL, copy the DLL to C:\Program Files (x86)\SAP\SAP Cloud for Customer CTI

Client.

5. Restart the adapter.

OutboundCallHandler.cs: using System; using System.Collections.Generic; using System.Linq;

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using System.Text; using System.IO; using System.Runtime.InteropServices; namespace SAP.COD.CTI.Connector

{ public class OutboundCallHandler

{

Logger logUtil;

//Add constructor to initiate logging public OutboundCallHandler()

{ logUtil = new Logger();

}

//Destructor

~OutboundCallHandler()

{ logUtil.Close();

} public bool dialOut(string dialData)

{ logUtil.writeLog(“Dialed number:” + dialData);

//Add the logic to connect to the CTI system here return true;

}

}

}

>>> MISSING TARGET TEXT FOR TEXT-ID: 'XTXT_a11y_SPExampleEnd' <<<

Top of Page

Task overview: Computer Telephony Integration [page 187]

Related Information

Prerequisites [page 188]

Architecture [page 189]

Enabling Inbound Calls [page 191]

Creating a Security Certificate for HTTPS-Enabled Computer Telephony Integration (CTI) [page 194]

Live Activity - Chat Integration [page 196]

Simulate CTI Call [page 198]

Configuring CTI Integration for SAP Contact Center [page 199]

4.10.5 Creating a Security Certificate for HTTPS-Enabled

Computer Telephony Integration (CTI)

You can enable HTTPS security for outbound phone calls made from your solution. To fully enable this feature, you will need to create a security certificate using the command line.

To make outbound calls, you must have a CTI provider such as SAP Contact Center or an equivalent third-party product.

After you complete this process, end-users will be able to call customers directly from the solution without having to navigate to another system.

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Parent topic: Computer Telephony Integration [page 187]

Related Information

Prerequisites [page 188]

Architecture [page 189]

Enabling Inbound Calls [page 191]

Enabling Outbound Calls [page 193]

Live Activity - Chat Integration [page 196]

Simulate CTI Call [page 198]

Configuring CTI Integration for SAP Contact Center [page 199]

Tasks

Example: Creating a Security Certificate in the Command Line

Example

Enter the following into the CMD prompt:

button

1. makecert -n "CN=CODCTI Authority" -cy authority -a sha1 –sv "CODCTI_authority.pvk" -r

"CODCTI_authority.cer" -sr localmachine -ss ROOT

Replace CODCTI with your company name.

2. makecert -n "CN=localhost" -ic "CODCTI_authority.cer" -iv "CODCTI_authority.pvk" -a sha1 -sky exchange pe -sr localmachine -ss MY "codcti_adapter.cer"

3. netsh http add sslcert ipport=0.0.0.0:36731 certhash=0291c80612387afaee33f3589b4ab176c8d5336e appid={7e46cd40-39c6-4813-b414-019ad22e55b2}

In the example, Certhash is the thumbprint of the codcti_adapter.cer, You can look this up in the certificate.

Appid is the appid of the CTI Client Adapter.

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4.10.6 Live Activity - Chat Integration

If you are using a computer telephony integration (CTI) solution with SAP Cloud for Customer, you can enable chat integration in the LIve Activity pane.

Integration with CTI Partner

The Live Activity pane provides capabilities to identify the customer by email address. Live Activity works with integration software running locally on the agent’s desktop. The SAP Cloud for Customer CTI Adapter software acts as an adapter which communicates information to the Live Activity pane. You can download the adapter from the

Download

area within SAP Cloud for Customer.

The CTI Adapter runs a local server on the agent’s system. This acts as a communication bridge with external CTI solutions. Posting information to CTI Adapter pushes information to Live Activity pane.

Incoming Chat Integration

A localhost GET/POST request is used to provide information to an agent about an incoming chat.

Example of a localhost get request: http://localhost:36729/?

CID=BCM1234&action_code=CHAT_ALLOCATED&[email protected]&ExternalReferenceID=1

2345678

Chat Wrap up and Passing Transcript

A localhost GET/POST request can also be used after the chat has ended to post the the chat transcript.

Example GET request to post a transcript: http://localhost:36729/?

CID=BCM1234&action_code=CHAT_DISCONNECTED&[email protected]&ExternalReferenceI

D=12345678&Transcript=<chat message transcript>

Fields Used with CTI Adapter

The following fields can be passed to the CTI adapter with the GET request:

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Table 53: Fields Used with CTI Adapter

Name

CID

ANI

DNIS action_type email

TicketID

SerialID

ExternalReferenceID

Parent topic: Computer Telephony Integration [page 187]

Description

The app ID

Phone number

Number dialed

Event type supported values:

CALL_ALLOCATED

CALL_CONNECTED

CALL_DISCONNECTED

CHAT_ALLOCATED

CHAT_CONNECTED

CHAT_DISCONNECTED

E-mail address

Reference ticket ID

Product serial number

External Reference ID which is used to link between different action_type .

Related Information

Prerequisites [page 188]

Architecture [page 189]

Enabling Inbound Calls [page 191]

Enabling Outbound Calls [page 193]

Creating a Security Certificate for HTTPS-Enabled Computer Telephony Integration (CTI) [page 194]

Simulate CTI Call [page 198]

Configuring CTI Integration for SAP Contact Center [page 199]

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4.10.7 Simulate CTI Call

Simulate an incoming call in Live Activity with the SAP Cloud for Customer CTI Client Adapter.

Prerequisites

● Download, install and launch the SAP Cloud for Customer CTI Client Adapter.

● Log on to SAP Cloud for Customer and open Live Activity.

Context

Use the CTI Client Adapter to simulate an inbound phone call or chat request to test the connection to Live

Activity.

Procedure

1. Open the SAP Cloud for Customer CTI Client Adapter window on your computer.

2. Choose

Simulate

.

3. Enter the information you want to use for the inbound call or chat in the

SIMULATION

window.

4. You can simulate an inbound call or an incoming chat message:

○ Choose

Simulate

to simulate an inbound phone call.

○ Choose

Simulate Chat

to simulate an incoming chat message..

Results

The information you entered in the simulation window appears in Live Activity as an incoming phone call or chat message.

Task overview: Computer Telephony Integration [page 187]

Related Information

Prerequisites [page 188]

Architecture [page 189]

Enabling Inbound Calls [page 191]

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Enabling Outbound Calls [page 193]

Creating a Security Certificate for HTTPS-Enabled Computer Telephony Integration (CTI) [page 194]

Live Activity - Chat Integration [page 196]

Configuring CTI Integration for SAP Contact Center [page 199]

4.10.8 Configuring CTI Integration for SAP Contact Center

Set up the solution to use native CTI support, rather than the CTI adapter plug-in.

Context

As of August 2015, you no longer have to use the CTI Adapter plug-in if you are using SAP Contact Center as your

CTI provider. You simply activate CTI integration from Live Activity Configuration.

Procedure

1. Go to

Administrator Service and Social

.

2. Choose

Live Activity Configuration

in the Communications Channels section.

This link takes you to the Live Activity Configuration page.

3. Select a provider.

Currently the only provider with embedded CTI support is SAP Contact Center.

4. Enter a unique provider ID.

This should be something meaningful to you and cannot contain spaces.

5. Enter the Provider URL.

This is the URL supplied by your CTI provider for you to access the communication system.

6. Choose

Save and Close

when finished.

Task overview:

Computer Telephony Integration [page 187]

Related Information

Prerequisites [page 188]

Architecture [page 189]

Enabling Inbound Calls [page 191]

Enabling Outbound Calls [page 193]

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Creating a Security Certificate for HTTPS-Enabled Computer Telephony Integration (CTI) [page 194]

Live Activity - Chat Integration [page 196]

Simulate CTI Call [page 198]

4.11 Service Explorer Quick Guide

View the list of all available inbound web services, access technical data and documentation for services, and download assigned WSDL services.

Service Explorer

contains documentation and technical data for each web service. In addition, you can download the assigned WSDL services here. Once users know which service is available, they can create a new communication arrangement with one of the available communication scenario that contains one or more services.

If you have a development tool that reads WSIL, you can open the WSIL and get a list of all scoped active endpoint URLs and the related WSDLs.

You can access this view from either the

Administrator

work center or the

Application and User Management

work center under

Input and Output Management

.

Business background

Communication Scenarios

Communication scenarios are sets of inbound and outbound services that allow you to create communication arrangements in the solution. Inbound web services are web services that you have created based on SAP business processes or web services provided by SAP. Outbound services are external web services that you have integrated in to your solution.

Communication Arrangements

Communication arrangements help you to configure the electronic data exchange between the solution and a communication partner. Communication arrangements can be set up for multiple business documents and communication methods. Your solution provides communication scenarios for inbound and outbound communication that you can use to create communication arrangements. A communication arrangement is based on a communication scenario and provides an alternative method to authorize a user to access a service.

The Communication Arrangements view supports electronic data exchange with a business partner (B2B) or with a communication system (application integration), which can also be an internal system.

For more information about communication arrangements, see the Communication Arrangements.

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WSDL

The Web Services Description Language (WSDL) is an XML-based language that is used for describing the functions offered by a web service. WSDL is often used in combination with SOAP and an XML schema document to define web services in the internet. WSDL files can be downloaded and used to integrate external services into the solution.

For more information about web services, see Web Services.

WSIL

The Web Services Inspection Language (WSIL) is a service discovery method used for aggregating different types of service descriptions. WSIL gives you a list of available active end-point URLs and the related WSDLs of the system.

Important tasks

Browse Available Services

1. In the

Show

list box, select

All Inbound Synchronous Operations

.

2. In the

Group By

list box, select the sort order of the list.

3. If required, enter a key word in the

Find

field. Click

Go

.

4. Result: The list of available services is displayed.

Search for Services by Name or Business Object

1. In the

Show

list box, select

All Inbound Synchronous Operations

.

2. Enter the name of a service or business object, such as

Accounts

or

Sales Orders

, in the

Find

field.

You can also use the advanced search to specify the name of the service, operation, or business object that you are looking for.

3. Click

Go

.

4. Result: The list of available services with the key word is displayed.

Find Technical Detail and Documentation on a Service Operation

1. In the

Show

list box, select

All Inbound Synchronous Operations

.

2. Select the service operation that you need more detailed information.

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Tip

You can tell the access type of an operation by its name. If the name of a service operation starts with

Check

, it is a read-only operation; if the name starts with

Maintain

, it is a modify/write operation.

3. In the below

Detail

pane, you can find technical information of the operation, such as service namespace, service URL, operation description, the release status and deprecation release of the operation.

4. To view the documentation for the related service and operations, under the Service section, click the documentation

Link

.

The documentation provides you technical information on the definition, business context, prerequisites, examples, and constrains of the service and its operations.

Download Web Services Description Language (WSDL)

1. In the

Show

list box, select

Scoped Synchronous Operations

.

2. In the

Group By

list box, select the sort order of the list.

3. If required, enter a key word in

Find

field. Click

Go

.

4. The list of released services available in your solution scope is displayed.

5. Select your chosen service and click

Download WSDL

.

6. The

Save As

dialog box is displayed.

7. Save to your computer.

Open Web Services Inspection Language (WSIL)

To get a list of all scoped services in standard WSIL format, click

OPEN WSIL

. The WSIL file opens in a new window with an URL of the form

http://<your-system>/sap/ap/srt/wsil

. You can then use the URL directly in your

Web services development tool to select which services to use and import their WSDLs.

4.12 Communication Systems Quick Guide

In the

Communication Systems

view, you can create and edit communication systems to exchange business documents electronically.

You can access this view from the

Administrator

tab under

General Settings Integration

and/or from the

Application and User Management

work center.

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Business background

Communication Systems and Communication Arrangements

A communication system represents an external system which is used for application integration.

Communication systems can be, for example, external time recording or master data systems. Before you can use a communication system in an application integration scenario, you need to create a communication arrangement. For more information about communication arrangements, see Communications Arrangements

Quick Guide.

Tasks

Create a Communication System

1. In the

Communication Systems

view, click

New

.

2. In the

Basic Information

section, enter the details of the communication system.

1. In the

ID

field, enter a unique ID for the communication system.

2. If the communication system is part of the SAP Business Suite, select the

SAP Business Suite

checkbox.

In the

System Instance

section, the columns

Business System ID

,

IDoc Logical System ID

, and

SAP Client

are displayed.

3. In the

Host Name

field, enter the host name for the communication system.

4. In the

System Access Type

list, choose the correct communication method for your communication system.

3. In the

Technical Contact

section, enter the details of the communication systems contact.

4. Optional: In the

Internal Comment

section, enter a note.

5. In the

System Instance

section, enter a unique ID in the

System Instance ID

column.

If you use an SAP system, enter the following data:

1. In the

Business System ID

column, enter the ID of the business system as defined in the System

Landscape Directory (SLD), for example PRD_999.

2. In the

IDoc Logical System ID

column, enter the ID of the IDoc Logical System, which participates in IDoc message exchange either as a sending or receiving SAP system, for example

PRDCLNT999

.

3. In the

SAP Client

column, enter the SAP client of the SAP system, for example

999

.

6. When you have entered all the details, click

Save and Close

to return to the

Communication Systems

view. The communication system you just created has the status

In Preparation

.

7. In the

Communication Systems

view, select the communication system you have created and click

Actions

, then choose

Set to Active

.

If the status changes to

Active

, the configuration is ready to be used.

Edit a Communication System

1. In the

Communication Systems

view, select a line and click

Edit

to open the

Communication System

screen.

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2. Change the relevant settings.

3. Save your changes and close the screen to return to the worklist.

Set a Communication System to Obsolete

If a communication system has the status

Active

, and you no longer wish to use it, you can set it to

Obsolete

.

Note

You must set a communication system to

Obsolete

before you can delete it.

In the

Communication Systems

view, select a line and click

Actions

, then choose

Set to Obsolete

.

In the

Status

column, the status changes to

Obsolete

.

Note

If you have set a communication system to

Obsolete

, you can undo this action. To do this, click

Actions

, then choose

Undo Obsolescence

. In the

Status

column, the status changes to

Active

.

Delete a Communication System

If a communication system has the status

In Preparation

:

1. In the

Communication Systems

view, select a line and click

Delete

.

2. In the dialog box that opens, click

Delete

to confirm the deletion.

If a communication system has the status

Active

:

1. In the

Communication Systems

view, select a line and click

Actions

then choose

Set to Obsolete

.

2. If the

In Use

checkbox is selected, it means that communication arrangements are assigned to the communication system. Delete these communication arrangements in the

Communication Arrangements

view.

3. In the

Communication Systems

view, select the line again and click

Delete

.

4. In the dialog box that opens, click

Delete

to confirm the deletion.

4.13 Communication Arrangements Quick Guide

The

Communication Arrangements

view enables administrators to create and edit communication arrangements that your company has set up with a communication partner.

The

Communication Arrangements

view enables administrators to create and edit communication arrangements that your company has set up with a communication partner.

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You can access this view from the

Administrator

work center, under

General Settings Integration

and/or from the

Application and User Management

work center.

Business background

Communication Arrangements

Communication arrangements help you to configure the electronic data exchange between the solution and a communication partner. Communication arrangements can be set up for multiple business documents and communication methods. The solution provides communication scenarios for inbound and outbound communication that you can use to create communication arrangements. Inbound communication defines how business documents are received from a communication partner, whereas outbound communication defines how business documents are sent to a communication partner.

In the

Communication Arrangements

view the following communication types are supported:

● Business-to-business (B2B)

This communication type defines an electronic data exchange with a business partner.

● Application integration

This communication type defines an electronic data exchange with a communication system. For more information about communication systems, see the Communication Systems Quick Guide.

Note

Some communication arrangements are automatically created in your solution configuration. This is indicated by the selected

Predefined

checkbox in the worklist of the

Communication Arrangements

view. For predefined communication arrangements with inbound communication, you only have to define the communication account.

Tasks

Create a Communication Arrangement

1. To open the

New Communication Arrangement

guided activity in the

Communication Arrangements

view, click

New

.

2. In the

Select Scenario

step, select the communication scenario for which you want to create a communication arrangement and click

Next

.

Note

Based on the communication scenario you selected, the system presets the fields in the next steps with default values. Where possible, you can change the default values if necessary.

3. In the

Define Business Data

step, enter business data.

The entry fields on the screen depend on the communication type of the selected communication scenario.

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1. If you have selected a B2B scenario, enter the ID of the business partner and select the associated

Identification Type

. If necessary, you can also enter the ID of the contact person at the business partner.

If you have selected an application integration scenario, enter the

System Instance ID

of the communication system with which you want to set up a communication arrangement.

Note

Before you create a communication arrangement, you need to create a communication system. For more information, see the Communication Systems Quick Guide.

2. In the

My Communication Data

section, check the default values and make changes if necessary.

Enter the company that communicates with your communication partner. By default, the

Company ID

field is preset with the company to which you are assigned.

If you use a B2B scenario, you must also enter a valid identification type.

3. If a communication arrangement contains a service interface that supports code list mapping, the

Code

List Mapping

field is displayed. In this field you can choose the relevant code list mapping group for the communication scenario that you are using. For more information, please refer to the relevant integration guide on SAP Service Marketplace, at http://service.sap.com/cloud4customer . (An SAP Service

Marketplace user ID is required to access this information. If you, as an administrator, do not have a user

ID, then visit SAP Service Marketplace — at http://service.sap.com/request-user — to request one.)

4. Click

Next

.

4. In the

Define Technical Data

step, define the technical settings for inbound and outbound communication.

1. Select the

Communication Method

you want to use for the communication arrangement.

To communicate with your business partner, you can either establish a direct connection or you can use a collaboration service provider that provides services for B2B communication.

2. If you use inbound communication, select the

Application Protocol

and

Authentication Method

in the

Inbound Communication: Basic Settings

section.

3. In the

User ID

field, click

Edit Credentials

.

Depending on the chosen authentication method, you need to define the credentials of the communication user as described in the following table. The user ID of the communication user is created automatically.

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Table 54:

Authentication

Method

Settings

SSL Client Certificate

If you use this authentication method, you need to upload the public key certificate that has been provided by your communication partner. If your communication partner cannot pro­ vide a certificate, you can create and download a PKCS#12 key pair file. The PKCS#12 file is password encrypted and contains a public key certificate and a private key. You need to pro­ vide the PKCS#12 file to your communication partner.

1. Choose

Certificate

.

2. Click

Upload Certificate

and choose the relevant certificate.

3. Click

OK

.

To create a PKCS#12 key pair file, perform the following steps:

1. Choose

Certificate

.

2. Click

Create and Download Key Pair

.

3. Define a name for the PKCS#12 file and save it.

4. Define a password for the PKCS#12 file and click

OK

.

5. Click

OK

.

Note

○ You have to provide your communication partner with the PKCS#12 file and the corresponding password.

○ To import the PKCS#12 key pair file to a third party tool, see Importing Key Pair file to a Third-Party Tool.

User ID and Password

If you use this authentication method, you need to define a password as follows:

1. Choose

Change Password

.

2. Enter a password.

Note that you have to provide your communication partner with the user ID and pass­ word.

3. Click

OK

.

4. If you use outbound communication, select the

Application Protocol

,

Authentication Method

, and enter the

Host Name

in the

Outbound Communication: Basic Settings

section.

Depending on the chosen authentication method, you need to define the relevant settings as described in the following table.

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Table 55:

Authentication

Method

Authentication Settings

SSL Client Certificate SAP System Key Pair

If you use this authentication, the relevant certificate must be known to the communication partner. Therefore, you need to download the certificate as follows:

1. In the

Authentication

field, click

Download

.

2. Choose a location to save the certificate.

3. Provide your communication partner with the downloaded certif­ icate.

User ID and Password

Trusted Third-Party

Key Pair

If you use this authentication, you need to upload the PKCS#12 key pair file provided by your communication partner. The PKCS#12 file is password encrypted and contains a public key certificate and a pri­ vate key.

1. In the

Authentication

field, click

Edit Key Pair

.

2. Click

Upload Key Pair

and choose the PKCS#12 file you want to upload.

3. Enter the required password and click

OK

.

If you use this authentication method, you need to enter the user ID and password that is used by the communication partner for the same communication arrangement.

1. In the

User ID

field, click

Edit Credentials

.

2. Enter the

User ID

and

Password

.

3. Click

OK

.

5. If necessary, you can individually configure each service that is used in the communication scenario in the advanced settings.

Note

The service URLs for outbound communication are calculated from the protocol, port, host name, and path. If you use SAP NetWeaver XI or IDoc, you do not need to change anything in the advanced settings since the path is preset. However, if you use Web Services Reliable Messaging, you have to enter the path for each service in the advanced settings.

To edit the advanced settings, click

Edit Advanced Settings

.

Select the service you want to configure.

In the

Details

section, deselect the

Use Basic Settings

checkbox and change the relevant settings.

6. Click

Next

.

5. In the

Review

step, review the data you entered in the previous steps.

1. To ensure that all data is correct, click

Check Completeness

. You also see the service URLs for inbound and outbound communication. If you use an inbound scenario, you must provide your communication partner with the URLs for inbound communication since it is the address to which messages should be sent.

2. To create and activate your communication arrangement in the system, click

Finish

.

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You can also save an inactive version of the communication arrangement by clicking

Save as Draft

.

6. If you have created a communication arrangement for a B2B outbound scenario, you have to activate the output channel for the business document that is used in this scenario.

The system now uses electronic data exchange for the configured communication scenario.

Create a Communication Arrangement for On-Premise Integration

Multiple Communication arrangements can be created for an on-premise integration through a guided activity.

Instead of repeating common information each time you create a communication arrangement, you can enter common information once and create communication arrangements in bulk.

You can access this from the

Administrator Create Communication Arrangement for On-Premise

Integration

common task.

Note

This functionality is only valid for On-Premise integrations.

1. To open the

New Communication Arrangement

guided activity in the

Communication Arrangements

view, click

New

.

2. In the

Select Communication System

step, enter business data.

1. Under

Integration Details

select the system that you want to

Integrate with

and the relevant

Integration

Middleware

that you want to use.

Note

If

PI

is selected as the middleware, fill in the system details in the field

PI Business System

2. Under Communication System enter the

System Instance ID

of the communication system with which you want to set up a communication arrangement.

Note

Before you create a communication arrangement, you need to create a communication system. For

more information, see the Communication Systems Quick Guide [page 202]

.

With this action the

Communication System, User ID (Inbound Communication Credentials)

and

Host

Name

is automatically populated.

If a communication arrangement contains a service interface that supports code list mapping, the

Code

List Mapping

field is displayed. In this field you can choose the relevant code list mapping group for the communication scenario that you are using. For more information, please refer to the relevant integration guide on SAP Service Marketplace, at http://service.sap.com/ondemand . (An SAP Service

Marketplace user ID is required to access this information. If you, as an administrator, do not have a user

ID, then visit SAP Service Marketplace — at http://service.sap.com/request-user — to request one.)

3. If you use inbound communication, select the

Authentication Method

in the

Inbound Communication

Credentials

section.

In the User ID field, click

Edit Credentials

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Depending on the chosen authentication method, you need to define the credentials of the communication user as described in the following table. The user ID of the communication user is created automatically.

Table 56:

Authentication

Method

Settings

SSL Client Certificate

If you use this authentication method, you need to upload the public key certificate that has been provided by your communication partner. If your communication partner cannot pro­ vide a certificate, you can create and download a PKCS#12 key pair file. The PKCS#12 file is password encrypted and contains a public key certificate and a private key. You need to pro­ vide the PKCS#12 file to your communication partner.

1. Choose

Certificate

.

2. Click

Upload Certificate

and choose the relevant certificate.

3. Click

OK

.

To create a PKCS#12 key pair file, perform the following steps:

1. Choose

Certificate

.

2. Click

Create and Download Key Pair

.

3. Define a name for the PKCS#12 file and save it.

4. Define a password for the PKCS#12 file and click

OK

.

5. Click

OK

.

Note that you have to provide your communication partner with the PKCS#12 file and the corresponding password.

User ID and Password

If you use this authentication method, you need to define a password as follows:

1. Choose

Change Password

.

2. Enter a password.

Note that you have to provide your communication partner with the user ID and pass­ word.

3. Click

OK

.

If you use outbound communication, select the

Authentication Method

.

Depending on the chosen authentication method, you need to define the relevant settings as described in the following table.

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Table 57:

Authentication

Method

Authentication Settings

SSL Client Certificate SAP System Key Pair

If you use this authentication, the relevant certificate must be known to the communication partner. Therefore, you need to download the certificate as follows:

1. In the

Authentication

field, click

Download

.

2. Choose a location to save the certificate.

3. Provide your communication partner with the downloaded certif­ icate.

User ID and Password

Trusted Third-Party

Key Pair

If you use this authentication, you need to upload the PKCS#12 key pair file provided by your communication partner. The PKCS#12 file is password encrypted and contains a public key certificate and a pri­ vate key.

1. In the

Authentication

field, click

Edit Key Pair

.

2. Click

Upload Key Pair

and choose the PKCS#12 file you want to upload.

3. Enter the required password and click

OK

.

If you use this authentication method, you need to enter the user ID and password that is used by the communication partner for the same communication arrangement.

1. In the

User ID

field, click

Edit Credentials

.

2. Enter the

User ID

and

Password

.

3. Click

OK

.

3. In the

Communication Arrangements

step, select one or more

Communication Scenarios

.

Note

Table 58:

Status

Create

Not Created

Already Exists

Interpretation

This status indicates that you have selected a communi­ cation scenario to be created for the relevant communica­ tion arrangement.

This status indicates that the communication scenario has not yet been created and, the check-box is un­ checked.

This status indicates that a communication scenario has been created already and, the check box will be disabled.

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4. The

Inbound

and

Outbound

tabs are displayed, depending on the selected

Communication Scenario

. For example, if a communication arrangement has only an inbound service interface, then the

Inbound

tab is displayed

5. Perform the following actions under the

Inbound

tab as necessary:

Table 59:

Enabled The checkbox can be unchecked if it is not required.

Service

Application Protocol

Service URL

If the service is mandatory the checkbox is disabled.

Choose a protocol from the dropdown list.

Displays the URL of the service.

To check the information on the inbound service, click

Check Service

Perform the following actions under the

Outbound

tab as necessary:

Table 60:

Enabled The checkbox can be unchecked if it is not required.

Service

Application Protocol

Host Name

Port

Service URL

If the service is mandatory the checkbox is disabled.

Choose a protocol from the dropdown list.

This field displays the host name of the system and is not editable

Enter the port or path for the outbound service

Displays the URL of the service.

6. To ensure that all data is correct, click

Check Completeness

.

7. To create and activate your communication arrangement in the system, click

Finish

.

A success message is shown once the communication arrangement has been created successfully.

Note

After the communication system has been setup, you can check the connectivity of the system by clicking

Test

Connection

in the communication arrangements screen. You can view the result of the test under the

Connection Result screen. The screen lists the Message Type and Message Description and from the message list you can select a message to display the entire description of the message.

Edit a Communication Arrangement

1. To open the

Edit Communication Arrangement

quick activity in the

Communication Arrangements

view, select the relevant communication arrangement and click

Edit

.

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Note

You cannot edit predefined communication arrangements.

2. Change the relevant settings.

3. To save your changes and return to the work list, click

Save and Reactivate

.

4. In the worklist, you can click

Check Completeness

to see if your changes have been updated in the system. It may take about a minute for the system to update the information.

Edit the Communication Credentials for a Predefined Communication

Arrangement

This task is only relevant for predefined communication arrangements with inbound communication.

1. In the

Communication Arrangements

view, select the relevant communication arrangement.

Predefined communication arrangements are indicated by the selected

Predefined

checkbox.

2. Click

Edit Credentials

.

3. Depending on the authentication method that you have agreed on with your communication partner, you need to define the credentials of the communication user as described in the following table. The user ID of the communication user is created automatically.

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Table 61:

Authentication

Method

Settings

SSL Client Certificate

If you use this authentication method, you need to upload the public key certificate that has been provided by your communication partner. If your communication partner cannot provide a certif­ icate, you can create and download a PKCS#12 key pair file. The PKCS#12 file is password en­ crypted and contains a public key certificate and a private key. You need to provide the PKCS#12 file to your communication partner.

To upload a public key certificate, perform the following steps:

1. Choose

Certificate

.

2. Click

Upload Certificate

and choose the relevant certificate.

To create a PKCS#12 key pair file, perform the following steps:

1. Choose

Certificate

.

2. Click

Create and Download Key Pair

.

3. Define a name for the PKCS#12 file and save it.

4. Define a password for the PKCS#12 file and click

OK

.

Note

○ You have to provide your communication partner with the PKCS#12 file and the cor­ responding password.

○ To import the PKCS#12 key pair file to a third party tool, see Importing Key Pair file to a Third-Party Tool.

User ID and Password

If you use this authentication method, you need to define a password. The user ID is automati­ cally predefined.

Perform the following steps:

1. Choose

Change Password

.

2. Enter a password.

Note that you have to provide your communication partner with the user ID and password.

4. Click

OK

.

Delete a Communication Arrangement

1. In the

Communication Arrangements

view, select the relevant communication arrangement.

2. Click

Delete

.

3. In the dialog box that opens, click

Delete

to confirm the deletion.

Note

Predefined communication arrangements cannot be deleted.

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4.14 Mashups and Web Services

Learn how to get, use, access and configure mashups.

Overview

Mashups are used to integrate data from SAP's cloud solution with data provided by an online Web service or application. Users can access the content provided by these Web services and applications, and use it in their daily work. Mashups can include Web searches, company or industry business information, or online map searches.

Prerequisites

Note

Configuration settings are usually performed by an administrator. If you do not have the required authorization, contact your administrator.

You have enabled

Communities, Document Management and External Services

in your system configuration. To find this business option, go to the

Business Configuration

work center and choose the

Implementation Projects

view. Select your implementation project and click

Edit Project Scope

. In the

Scoping

step of the project, ensure that

People Collaboration, Intranet and External Services

is selected within

Communication and Information

Exchange

.

In the

Questions

step, expand the

Communication and Information Exchange

scoping element and select

People

Collaboration, Intranet and External Services

. Select

Communities, Document Management and External Services

and answer the question related to

Mashups, Web Services, and External Search Providers Integration

.

Before a mashup can be used, it must be activated by an administrator. This administrator must have authorization for the

Mashup Authoring

and

Mashup Web Services

work center views.

Note

Note that some mashups may not be applicable to your country. Your administrator should ensure that the mashup is valid for your country before activating it for company-wide usage.

How to Get Mashups

Mashups can be provided in the following ways:

● Depending on your solution, a few preconfigured mashups are provided.

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● The administrator can create mashups for your organization.

Preconfigured Mashups Provided in SAP Cloud for Customer

The following preconfigured mashups for Web services are provided in SAP Cloud for Customer:

Table 62: Preconfigured Mashups

Relevant For Mashup Name Mashup Type Mashup Category Port Binding

Sales & Social

Sales & Social

SAP (sap.com)

Embedded Map (bing.com)

URL Mashup

Custom Mashup

News & Reference

Location & Travel

Search Provider

Web Map

Sales & Social

Sales

Sales

Social

Embedded Route (bing.com) Custom Mashup

Sales Intelligence for Ac­ counts (insideview.com)

HTML Mashup

HTML Mashup Sales Intelligence for Con­ tacts (insideview.com)

Tweets by Handle Data Mashup

Location & Travel

Business & Finance

Business & Finance

Business & Finance

Route Planner

InsideView Account In­ formation

InsideView Contact In­ formation

Additional Account In­ formation

In addition, the following preconfigured mashup Web services are provided, which the administrator can use to create mashups:

Table 63: Preconfigured Mashup Web Services

Relevant For Mashup Web Service

Name

Service ID Web Service Type Service Domain

Sales Embedded Map

(bing.com)

SM00048 REST bing.com

Social

Social

REST

REST bing.com

snapengage.com

Social

Social

Social

Social

Bing Address Lookup BYD_COD/BINGQRY

Snap Engage Chat URL

Generator

BYD_SNAPENG

KloutScore

KloutUser

Bitly URL Shortener

MindTouch KBAs

BYD_COD/KLOUT

BYD_COD/KLOU­

TUSER

BYD_COD/BITLY

CW00003

REST

REST

REST

RSS/Atom api.klout.com

api.klout.com

api-ssl.bitly.com

sapserviceod.mind­ touch.us

Creating Mashups for Your Organization

The administrator can create new URL, HTML, or data mashups based on a mashup category provided by SAP.

Depending on your solution, preconfigured mashup Web services are provided, which the administrator can use

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to create data and HTML mashups. To display them, go to

Administrator Business Flexibility Mashup Web

Services

.

How to Use Mashups

After a mashup has been activated, it can be made visible on the screens for which it is configured. There are two ways this can be done:

● The administrator does this centrally for all users in the

Adapt

menu. For more information, see Make a

Mashup Visible on a Screen.

● The user does this for himself or herself in the

Personalize

menu. For more information, see Personalize a

Mashup.

Note

If a mashup has not yet been activated, the administrator can edit and activate it at a later date from the

Mashup Authoring

view.

How to Access Mashups

Once a mashup has been activated and made visible on screens, you can access it in the following ways:

● A mashup can be displayed as an embedded screen.

● You can click a link on the screen.

● You can click

Web Services

and choose the mashup.

● You can use

Enterprise Search

and access external search providers that are integrated there.

Features

There are four different mashup types:

● URL Mashups

A mashup that sends data from SAP's cloud solution to the URL of an online service provider. The service provider uses the data, for example, to perform a search, and the results are displayed in a new browser window.

● HTML Mashups

A mashup that embeds an HTML or JavaScript based Web page directly on a screen.

● Data Mashups

A mashup combines and displays data from both internal and external sources. To create a data mashup, an integrated authoring tool is used to transform or merge external Web services with internal business data using industry-standard Web service protocols.

● Custom Mashups

A mashup that has been created as an add-on solution by SAP.

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Administrators can create new data, URL, and HTML mashups. Custom mashups can be created only by SAP.

In particular, mashups are distinguished by the following characteristics:

● Mashup Categories

Mashups are grouped together into categories according to the type of service or information that they provide.

● Port Binding

Certain fields on screens are predefined as screen out-ports and in-ports. These screen out-ports and inports are grouped together as a port binding.

The port binding defines the type of information that can be used in the mashup and defines on which screens you can use the mashup. The mashup category specifies which port bindings are available.

For more information, see Mashup Categories.

API Keys and Authentication

● API Keys

Some Web services require a unique API key to allow you to access their services. You can generate a company-specific API key on the service provider's Web site and then use this key to authenticate access to the service from SAP's cloud solution.

You can identify which mashups require an API key by the icon displayed in the

API Keys

column. The

Enter

API Keys

dialog box displays the API keys that are required by the selected mashup.

● Basic Authentication

Basic authentication allows you to enter a user name and password for authenticating access to a Web service. This user name and password is then used to automatically authenticate all other users accessing the service.

● Secure Authentication

For Web services that support the OAuth authentication protocol, you can set up secure authentication. The

OAuth protocol enables secure, user-based access to Web services from SAP's cloud solution. Unlike other authentication methods, OAuth gives the user full control of his or her own authentication details. To use a mashup based on an OAuth authenticated Web service, users need to authenticate themselves on the service provider's web site, where they are given a unique PIN code. This PIN code is then used to authenticate access to the service from SAP's cloud solution.

Configuring Mashups

Administrators can configure mashups in the following ways:

● Centrally

Depending on your solution, go to

Application and User Management Business Flexibility Mashup

Authoring

or

Administrator Business Flexibility Mashup Authoring

● On a particular screen

Use the

Adapt

function on any screen enabled for mashups to access the adaptation sidecar.

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Administrators can configure mashups as follows:

● Activate mashups for use by all users or deactivate unwanted mashups

● Activate mashup partner solutions from the SAP Store

● Change the way in which mashups are displayed, and test and publish the changes to all users

● Create new mashups by copying an existing mashup and adapting the settings in the copied mashup

● Add new Web services for use in data mashups

● Create new URL, HTML, or data mashups based on a mashup category provided by SAP

For more information see,

● Mashup Authoring Quick Guide

● Mashup Web Services Quick Guide

4.14.1 Mashup Categories

Mashup categories are used to group together mashups by the type of service or information they provide.

Overview

When you create a new mashup, you need to select a mashup category. Mashup categories are used to group together mashups by the type of service or information that they provide. Depending on the mashup category selected, you can then select a port binding. This defines the screen out-port parameters that can be used in a mashup and the screens on which the mashup can then be made visible.

Features

The following table gives an overview of the different mashup categories available in SAP's cloud solutions, and the type of information available for use in each mashup category. The out-port type corresponds to one or more parameters that can be used when creating a mashup.

Note

The mashup categories and port bindings that are available depend on the cloud solution that you have. When you create a new mashup, you can see which mashup categories and port bindings are available in the dropdown list.

Table 64: Mashup Categories and Port Bindings

Mashup Category Port Binding

Business & Finance Additional Account Informa­ tion

Description Out-Port Type

Show additional information for a dedicated account

Account name information

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Mashup Category

Location & Travel

News & Reference

Productivity & Tools

Port Binding Description Out-Port Type

Company Financial and Busi­ ness Information by Company

Name or DUNS

Search for business-related information based on a com­ pany name or D-U-N-S num­ ber

D-U-N-S number and name of company

Company Financial and Busi­ ness Information by Company

Name

Search for business-related information based on a com­ pany name

Name of company

Company Financial and Busi­ ness Information by Industry

Search for business-related information based on an in­ dustry

Name of industry

Company Financial and Busi­ ness Information by Nielsen

Code

Search for business-related information based on a Niel­ sen code

Nielsen code

Point-of-Sale Transaction

Lookup

Web Feed by Company Name Display web feeds filtered by a company name

Name of company

Business Locator

Look up a point-of-sale trans­ action in a third-party pointof-sale system

Point-of-sale transaction in­ formation

Search for a local business address by address or indus­ try

Industry and address infor­ mation

Route Planner

Weather

Plan a business route based on a list of addresses

Start address, end address, and additional destinations

Display weather information based on an address

Address information

Web Map Display a business address on a map or get directions based on an address

Address information

Business Partner Web Search Search for a business partner by name

Search term

Product Web Search

Search Provider

Reverse Lookup

Search for product informa­ tion by name

Search for a search term

Product search term

Search term

Look up a business address using partial address informa­ tion

Name and address informa­ tion

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Mashup Category

Social & Communication

Port Binding

Reverse Lookup by Phone

Shipping Service

Sourcing

URL Navigation

Social Network

Description

Look up a business address using a phone number

Out-Port Type

Phone number

Integrate shipping services

(limited)

Shipping information

Search for sourcing informa­ tion based on a product de­ scription

Search term

Navigate to an internal or ex­ ternal resource URL

URL navigation information

Display people or business partner profiles that are listed in a social network

People or business partner profile information

The following table shows on which screens a mashup can be made visible for each port binding.

Table 65: Port Binding by Screen

Port Binding Work Center Screen

Account Additional Information

Business Locator

Business Partners

Business Partners

Account Overview fact sheet

Partner Overview fact sheet

Private Account editor

Business Partner Web Search and

Liquidity Management

Marketing

Business Partners

Tax Management

Business Partners

Contact Overview fact sheet

My Bank Overview fact sheet

Competitor Overview fact sheet

Suppliers view

Supplier editor

Supplier Overview fact sheet

New Supplier activity

Service Agent Overview fact sheet

Tax Authority Overview fact sheet

Partner Overview fact sheet

Contact Overview fact sheet

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Port Binding

Search Provider

Web Feed by Company Name

Work Center

Business Partners

Liquidity Management

Marketing

Personnel Administration

Business Partners

Tax Management

Company Financial and Business Infor­ mation by Company Name

Business Partners and

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Screen

Contact editor

New Contact activity

Account Overview fact sheet

Accounts view

Corporate Account editor

New Corporate Account activity

Private Account editor

Business Partner Organization editor

Business Partner Person editor

My Bank Overview fact sheet

Competitor Overview fact sheet

New Social Insurance Fund activity

Social Insurance Fund Overview fact sheet

Suppliers view

Supplier editor

New Supplier activity

Service Agent Overview fact sheet

Tax Authority Overview fact sheet

Account Overview fact sheet

Accounts view

Contact editor

Corporate Account editor

New Contact activity

New Corporate Account activity

New Partner activity

SAP Cloud for Customer Administrator Guide

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Port Binding Work Center

Business Partners

Liquidity Management

Marketing

Personnel Administration

Business Partners

Tax Management

Screen

Private Account editor

Partner Overview fact sheet

Partner editor

Partners view

Business Partner Organization editor

Business Partners view

Clearing Houses view

Clearing House editor

My Bank Overview fact sheet

My Bank editor

My Banks view

Competitors view

Competitor editor

Competitor Overview fact sheet

Social Insurance Fund editor

Social Insurance Fund Overview fact sheet

New Social Insurance Fund activity

Suppliers view

Supplier editor

New Supplier activity

Supplier Overview fact sheet

Tax Authority Overview fact sheet

Tax Authority editor

Tax Authorities view

Account Overview fact sheet Company Financial and Business Infor­ mation by DUNS Number

Business Partners

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Port Binding Work Center

Business Partners

Company Financial and Business Infor­ mation by Industry

Business Partners

Business Partners

Business Partners

Company Financial and Business Infor­ mation by Nielson Code

Business Partners

Point-of-Sale Transaction Lookup Business Partners

Customer Invoicing

Product Web Search

Reverse Lookup

Sales Orders

Business Partners

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Screen

Accounts view

Corporate Account editor

Supplier editor

Suppliers view

Account Overview fact sheet

Accounts view

Corporate Account editor

New Corporate Account activity

Business Partner Organization editor

Business Partners view

New Supplier activity

Supplier editor

Suppliers view

Corporate Account editor

New Corporate Account activity

Account Overview fact sheet

Account Overview fact sheet

Point-of-Sale Transaction editor

Point-of-Sale Transaction Overview fact sheet

Point-of-Sale Transactions view

Sales Order editor

New Partner activity

Contact editor

Corporate Account editor

New Corporate Account activity

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Port Binding

Reverse Lookup by Phone

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Work Center

Business Partners

Liquidity Management

Marketing

Personnel Administration

Business Partners

Tax Management

Business Partners

Business Partners

Liquidity Management

Personnel Administration

Business Partners

Tax Management

Screen

Private Account editor

New Private Account activity

New Business Partner Organization ac­ tivity

New Business Partner Person activity

New Bank activity

New Clearing House activity

New Competitor activity

New Social Insurance Fund activity

Supplier editor

New Supplier activity

New Tax Authority activity

New Partner activity

Contact editor

New Contact activity

Corporate Account editor

New Corporate Account activity

Private Account editor

New Private Account activity

New Business Partner Organization ac­ tivity

New Business Partner Person activity

New Bank activity

Social Insurance Fund editor

Supplier editor

New Supplier activity

New Tax Authority activity

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Port Binding

Route Planner

Shipping Service

Social Network

Work Center

Field Service and Repair

Outbound Logistics

Business Partners

Business Partners

Resource Management

Business Partners

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Screen

Order Pipeline view

Outbound Deliveries view

Outbound Delivery editor

Account Overview fact sheet

Contact editor

Contact Overview fact sheet

Contacts view

New Contact activity

New Private Account activity

Private Account editor

Business Partner Contact editor

Business Partner Contact Overview fact sheet

Business Partner Contacts view

Business Partner Organization editor

Business Partner Overview fact sheet

Business Partner Person editor

Employees view

New Business Partner Contact activity

New Business Partner Organization ac­ tivity

New Business Partner Person activity

New Employee activity

Resource Profile editor

Resource Profile Overview fact sheet

Resource Profiles view

New Service Agent activity

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Port Binding

Sourcing

URL Navigation

Weather and

Web Map

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Work Center

Managing My Area

Purchase Requests and Orders

Business Partners

Business Partners

Business Partners

Screen

New Supplier activity

Service Agent editor

Service Agent Overview fact sheet

Service Agents view

Supplier editor

Supplier Overview fact sheet

Suppliers view

Employee Profile editor

Employee Profile Overview fact sheet

Purchase Request Assign Source of

Supply

Purchase Requests view

Supplier editor

Accounts view

Partner Overview fact sheet

New Partner activity

Partner editor

Partners view

Contacts view

Contact Overview fact sheet

Contact editor

New Contact activity

Account Overview fact sheet

Accounts view

Corporate Account editor

New Corporate Account activity

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227

Port Binding Work Center

Business Partners

Inbound Logistics

Liquidity Management

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Screen

Private Account editor

New Private Account activity

Business Partner Contact Overview fact sheet

Business Partner Contact editor

Business Partner Organization editor

Business Partner Person editor

Business Partner Overview fact sheet

Business Partners view

Employee Contact Data fact sheet

New Business Partner Organization ac­ tivity

New Business Partner Person activity

New Business Partner Contact activity

New Registered Product activity

Registered Product editor

Registered Product Overview fact sheet

Inbound Delivery Notification editor

New Inbound Delivery Notification activ­ ity

My Bank Overview fact sheet

My Banks view

My Bank editor

New Bank activity

Clearing Houses view

Clearing House editor

New Clearing House activity

SAP Cloud for Customer Administrator Guide

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Port Binding

SAP Cloud for Customer Administrator Guide

Integration

Work Center

Marketing

Outbound Logistics

Personnel Administration

New Business

Sales Orders

Service Orders

Business Partners

Screen

Competitors view

New Competitor activity

Competitor Overview fact sheet

Competitor editor

New Outbound Delivery activity

Outbound Delivery editor

Outbound Deliveries view

New Social Insurance Fund activity

Social Insurance Fund editor

Social Insurance Fund Overview fact sheet

New Sales Quote activity

Sales Quote editor

Sales Quote Overview fact sheet

New Sales Order activity

Sales Order editor

Sales Order Overview fact sheet

Service Order Overview fact sheet

Service Agent Overview fact sheet

New Service Agent activity

Service Agent editor

Service Agents view

Supplier Overview fact sheet

Supplier editor

Suppliers view

New Supplier activity

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Port Binding

Web Widget

Work Center

Supply Chain Design Master Data

Tax Management

Screen

Location editor

Location Overview fact sheet

Locations view

New Tax Authority activity

Tax Authority editor

Tax Authority Overview fact sheet

Tax Authorities view

Web widgets can be added to any screens including the Home work center Over­ view view as well as all other Overviews.

Related Information

Mashup Authoring Quick Guide [page 234]

4.14.2 Mashup Web Services Quick Guide

Integrate third-party Web services for use in data and HTML mashups.

SAP provides preconfigured Web services that are used in mashups provided by SAP. You can view the configuration settings of preconfigured Web services by clicking on the service name in the list. The following types of Web service are supported:

● REST

● SOAP

● RSS and Atom feeds

Depending on your solution, go to the

Application and User Management

or

Administrator

work center. Then choose

Business Flexibility Mashup Web Services

.

Business background

Mashups and Web Services

Mashups are used to integrate data from your SAP cloud solution with data provided by an online Web service or application. Users can access the content provided by these Web services and applications, and use it in their

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daily work. Mashups can include Web searches, company or industry business information, or online map searches.

For more information, see

Mashups and Web Services

in the Help Center of your solution.

Tasks

Create a Mashup Web Service

For more information, see Create a Mashup Web Service.

Activate a Web Service

1. In the

Mashup Web Services

view, select a Web service.

2. Click

Activate

.

The Web service becomes available for use in mashups. For more information about creating mashups, see About

Mashup Authoring.

Deactivate a Web Service

1. In the

Mashup Web Services

view, select a Web service.

2. Click

Deactivate

.

The Web service is no longer available for use in mashups.

Delete a Web Service

You can delete Web services that have been created by other users.

1. In the

Mashup Web Services

view, select a Web service.

Web services that were created by other users in your company can be identified by the service ID, which starts with CW*.

2. Click

Delete

.

The Web service is deleted from the list.

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Enter API Keys

1. In the

Mashup Web Services

view, select a Web service that requires an API key and click

Enter API Keys

.

The

Enter API Keys

dialog box displays the API keys that are required by the selected Web service. Under

API

Key Details

a link is provided to the Business Center. Here you can find a list of all SAP partners and a link to their respective Web sites. You have to generate the API key on the service provider's Web site.

2. Click

Show API Keys

and, in the

API Key Value

column, enter the API key provided by the service provider.

3. Save your changes.

4.14.3 Create a Mashup Web Service

Create mashup web services to integrate third-party services with your solution.

Overview

As an administrator, you can create mashup Web services to integrate third-party Web services with SAP's cloud solution and use them in data or HTML mashups. You can integrate the following types of Web services:

● RSS/Atom

● REST

● SOAP

Prerequisites

● For RSS or Atom feeds, you know the end-point URL of the Web service or the WSDL location.

● For REST Web services, you need to know the request URL as well as any relevant parameters.

● For SOAP Web services, you need to know the WSDL location (URL).

Typically, you can find this information on the Web site of the service provider.

Procedure

Depending on your solution, go to the

Application and User Management

or

Administrator

work center. Then choose

Business Flexibility Mashup Authoring

. Click

New

, select the type of Web service you want to create, and do the following steps:

1. Enter a name and description for the Web service.

2. Select whether you want the Web service to have the status

Active

or

Inactive

.

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Note

Only active Web services can be used.

3. Depending on the type of mashup you are creating, do the following:

RSS or Atom Feed

1. On the

New RSS/Atom Service

screen, under

Service Information

, select an authentication method, if required.

Note

You can only use the OAuth standard to authenticate users accessing the service if OAuth is supported by the provider. You can find all of the information required on the provider's Web site.

2. Enter the URL of the RSS or Atom feed and click

Extract Parameters

.

The system extracts any parameters and displays them under

Input Parameters

. You can adjust these as required. Note that only those parameters that have empty constants can later be mapped to a mashup in-port or user input with default or dynamic values when creating a data mashup.

Note

For URLs that do not use queries you can manually add curly brackets around terms that should act as placeholders. For example, in the URL

https://mail.google.com/mail/#search/SAP

, you can replace the word

SAP

with a search term in curly brackets, for example,

{term}

. If you then enter

https://mail.google.com/mail/#search/{term}

in the URL field and click

Extract Parameters

, the word in brackets is extracted as a parameter.

REST

1. On the

New REST Service

screen, under

Service Information

, select an authentication method, if required.

Note

You can only use the OAuth standard to authenticate users accessing the service if OAuth is supported by the provider. You can find all of the information required on the provider's Web site.

2. Select an HTTP method.

3. Depending on the method you selected, do the following:

If you selected GET:

1. Enter the URL of the Web service and click

Extract Parameters

.

2. The system extracts any parameters and displays them under

Input Parameters

. You can adjust these as required.

Note

For URLs that do not use queries you can manually add curly brackets around terms that should act as placeholders. For more information, see the related note in the RSS or Atom Feed section above.

If you selected POST:

1. Select a content type. If you select

Form

, proceed as described above for the GET method. If you select

XML Body

, proceed as follows.

2. Enter the URL of the Web service and the XML code.

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3. Click

Generate Body Parameters

to extract the parameters from the code, if applicable.

The system extracts any parameters and displays them under

Input Parameters

. You can adjust these as required. Note that only those parameters that have empty constants can later be mapped to a mashup in-port or user input with default or dynamic values when creating a data mashup.

Note

You can also use curly brackets to define parameters in POST XML bodies. For example, you can replace a value returned by the REST service with a placeholder, for example

{placeholder}

, which can then be mapped to a screen out port in a mashup.

4. Under

Output Parameters

, click

Simulate

to preview the information that is returned by the Web service.

SOAP

1. On the

New SOAP Service

screen, under

Service Information

, enter the WSDL URL and click

Import

.

The system extracts the WSDL content.

2. Select a service operation.

3. If required, click

Copy Description

to copy the service operation description into the mashup’s

Service

Description

under

General Information

.

4. Enter constants, if required.

Only those parameters that have empty constants can later be mapped to a mashup in-port or user input with default or dynamic values when creating a data mashup.

Note

The following restrictions apply when creating SOAP-based Web services: the XSD extensions union, list, and restriction are not supported; it is not possible to use header messages, imports in WSDLs, and maximum or minimum occurrence indicators; the XSD complex type structure is always handled as a sequence; for WSDLs containing more than one service, multiple ports with the same name are not supported; and SOAP 2.0 is not supported.

5. Under

Output Parameters

, click

Simulate

to preview what information will be returned by the Web service.

4. Save your changes.

Result

If the status of the Web service is active, it will be made available to integrate into a data or HTML mashup.

If the status of the Web service is inactive, you can edit and activate it at a later date from the

Mashup Web

Services

view in SAP's cloud solution.

4.14.4 Mashup Authoring Quick Guide

Activate preconfigured mashups, and create new mashups either from scratch or by copying a preconfigured mashup

The

Mashup Authoring

view allows you as an administrator to activate preconfigured mashups, and to create new mashups either from scratch or by copying a preconfigured mashup.

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Depending on your solution, you can access this view from the

Application and User Management

or

Administrator

work center. Then choose

Business Flexibility Mashup Authoring

.

Business background

Mashups and Web Services

Mashups are used to integrate data from your SAP cloud solution with data provided by an online Web service or application. Users can access the content provided by these Web services and applications, and use it in their daily work. Mashups can include Web searches, company or industry business information, or online map searches.

For more information, see

Mashups and Web Services

in the Help Center of your solution.

Mashup Categories

When you create a new mashup, you need to select a mashup category. Mashup categories are used to group together mashups by the type of service or information that they provide. Depending on the mashup category selected, you can then select a port binding. This defines the screen out-port parameters that can be used in a mashup and the screens on which the mashup can then be made visible.

Tasks

Activate a Preconfigured Mashup

For information about this task, see Activate a Preconfigured Mashup.

Activate a Mashup Partner Solution

For information about this task, see Activate a Mashup Partner Solution.

Make a Mashup Visible on a Screen

For information about this task, see Make a Mashup Visible on a Screen.

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Create a Data Mashup

For information about this task, see Create a Data Mashup.

Create a URL Mashup

For information about this task, see Create a URL Mashup.

Create an HTML Mashup

For information about this task, see Create an HTML Mashup.

Create a Mashup for an Extension Field

For information about this task, see Create a Mashup for an Extension Field.

Copy an Existing Mashup

You can create a copy of a mashup delivered by SAP or partners. This enables you to adapt preconfigured mashups or to create your own mashup based on the configuration settings of an existing mashup.

1. In the

Mashups Authoring

view, select the mashup you want to copy by clicking on the mashup name.

2. On the mashup details screen, click

Save As

.

A copy of the mashup is opened.

3. Enter a new name for the mashup and adapt the configuration settings, as required.

4. Save your changes.

Deactivate a Mashup

1. In the

Mashup Authoring

view, select a mashup.

2. Click

Deactivate

.

The mashup is no longer visible on screens, and is no longer shown in the

Mashups and Web Services

section of the sidecar.

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Delete a Mashup

You can delete mashups that you and other users have created.

1. In the

Mashup Authoring

view, select a mashup.

2. Click

Delete

.

The mashup is removed from the

Mashup Authoring

view and is also deleted from all screens for which it had been made visible.

4.14.5 Flexibility Change Log Quick Guide

Track and manage changes made in adaptation mode.

The

Flexibility Change Log

view contains all changes that have been made by administrators in adaptation mode and in the

Mashup Authoring

view regardless of the version your are using. This includes changes to screens, extension fields, and mashups. This view allows administrators and auditors to trace the way in which data is being accessed by users. For example, by creating calculated extension fields and mashups, administrators can grant users access to data that they were not originally authorized to access. You can access this view from the

Application and User Management

work center, under

Business Flexibility

.

You can use this view to track and manage changes to objects. By default, the list of changed objects displays all objects that have been changed by you. You can view changes made by others by selecting an option from the

Show

dropdown menu. In the

Status of Changes

column, you can see whether the object contains any changes that have not been published. You can then decide whether to publish or discard all changes to the object. For each changed object you can also view the change history which is a detailed log of each change that has been made.

To help you keep track of why changes were made, you can add a tags to the individual changes in an object's change history.

Tasks

Launch Microsoft Silverlight Version

As an administrator working in HTML, you need to launch your version on the basis of Microsoft Silverlight to access all administrative work centers such as Business Analytics, Business Configuration, Organizational

Management and Application and User Management where the

Flexibility Change Log

is located.

To launch the SAP solution in Silverlight, follow these steps:

1. Go to the

Adapt

menu in the title bar and select Launch in Microsoft Silverlight® .

A new browser window opens on the basis of Silverlight. In Silverlight you can access all administrative work centers.

2. When you have finished working in Silverlight, you can close the Silverlight browser window and go back to the

HTML browser window of your solution.

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Note

When you are using both clients, you can easily verify the client version. Your solution is HTML5-based if the system URL contains /HTML5. Your solution is Microsoft-Silverlight-based if a Silverlight pop-up window appears when you right-click anywhere on the screen.

View the Change History of an Object

1. In the

Flexibility Change Log

view, select a changed object.

2. Click

Change History

.

The

Change History

screen opens displaying a list of all changes that have been made to the object. You can filter for your changes only, or view changes by all users. You can also sort the list for changes that have not been published.

Add Tags to Changes

You can add tags to individual changes in the change history of an object. This helps you keep track of why you made your changes, for example, if you made the change in the context of a scope change project.

1. In the

Flexibility Change Log

view, select a changed object and click

Change History

.

The

Change History

screen opens displaying a list of all changes that have been made to the object.

2. On the

Change History

screen, select a row in the table and enter a text in the

Tag

column.

It is recommended that you use one or more key words related to why you have made this change. If you enter multiple tags for different changes, these are listed for the changed object on the

Flexibility Change Log

screen.

Publish Non-Published Changes

You can publish changes that have been made to an object but which have not yet been published.

1. In the

Flexibility Change Log

view, select a changed object that contains not published changes.

2. Click

Publish

.

The changes are made visible to other users.

Discard a Single Change

You can discard a single change to an object if it has not been published.

1. In the

Flexibility Change Log

view, select a changed object and click

Change History

.

2. On the

Change History

screen, select a row in the table and click

Discard

.

The administrator change is deleted from the object.

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Discard All Changes for an Object

You can discard all administrator changes to an object.

1. In the

Flexibility Change Log

view, select a changed object.

2. Click

Discard

.

All administrator changes are deleted from the object and it is restored to its original state.

Export a List of All Changed Objects

You can export a detailed list of all changed objects containing all changes that were made to each object. Note that to use this function, you must install the add-In for Microsoft Excel® on your local computer.

1. In the

Flexibility Change Log

view, select

All Changes

from the

Show

dropdown menu.

All changed objects are displayed along with all changes.

2. Click

Export

.

3. On the

Export To Microsoft Excel

dialog, select a language and click

Download

.

4.14.6 Configuring External Search Sources

Learn how to activate or deactivate several external sources (URL mashups) that are shipped with the solution.

Overview

The enterprise search feature can be configured to include external sources. You can also add new external sources by creating a new URL mashup of the

News & Reference

category.

Tasks

Activating or Deactivating Existing External Search Sources

1. Go to

Administrator Business Flexibility Mashup Authoring

.

2. Filter the list to show

URL Mashups

.

3. Sort the list by

Mashup Category

.

All the external search sources are of the category,

News & Reference

.

4. To activate a source, select the table row for that mashup and click

Activate

.

That URL mashup is now active and available for selection in the enterprise search drop down list.

5. To deactivate a source, select the table row for that mashup and click

Deactivate

.

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That URL mashup is now inactive and is not available for selection in the enterprise search drop down list.

Adding a New External Search Source

1. Go to

Administrator Business Flexibility Mashup Authoring

.

2. Click

New

, then

URL Mashup

.

3. Complete the required entries and save your new mashup.

Caution

The

Mashup Category

must be

News & Reference

.

The

Port Binding

must be

Search Provider

.

The

Status

must be

Active

.

The new URL mashup is now available for selection in the enterprise search drop down list.

4.14.7 Configuring Bing Maps for Accounts

Learn how to configure Bing Maps for different accounts.

Overview

Under

Customers Accounts

and

Visits Visit Planner

, users can choose

Map View

to see the geographical location of each of the addresses of the displayed accounts — both individually, and in relation to one another. Users can also zoom in, zoom out, and pan in any direction.

Configuring the Bing Maps Mashup

To enable map view via the Bing Maps mashup, proceed as follows:

1. Choose

Administrator Mashup Authoring

.

2. On the following screen, from the dropdown list, choose

Custom Mashups

.

3. Search for the mashup ID

SM00048

.

4. Select the mashup and click

Enter API Keys

.

The

Enter API Keys

dialog box opens.

5. Click

Show API Keys

and, in the

API Key Value

column, enter the API key that you received from the service provider.

6. Save your changes.

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4.14.8 Configuring Knowledge Base Integration

Enable agents to search for solutions and attach articles to responses without having to leave the workspace by integrating an external knowledge base.

Overview

By integrating an external knowledge base, you enable agents to search for solutions and attach articles to responses without having to leave the workspace. The workspace will also include a list of recommended articles based on an automatic search of the knowledge base using the product and other keywords identified via text analysis as the search parameters.

Prerequisites

● You have an external knowledge base that supports the OpenSearch standard with an RSS or Atom based search API.

● You know the URL for the API (from your knowledge base vendor).

● You know the search term input parameter for the API (from your knowledge base vendor).

Enabling Knowledge Base Integration

As part of your scoping activities for your SAP Cloud for Customer implementation project, you need to enable the

Knowledge Base Integration

business option. This basically turns on the solution finder feature of the workspace where your external knowledge base is integrated.

1. Go to

Business Configuration Implementation Projects

and select the relevant implementation project.

2. Click

Edit Project Scope

.

3. Click

Next >

until you reach

Questions

.

4. In the

Scoping Elements

list, select

Service > Customer Care > Service Request Management

.

5. Enable

Knowledge Base Integration

by selecting

Yes

for that question.

6. Click

Next >

.

7. Review and confirm your project scope.

Creating a Knowledge Base Web Service

1. Go to

Administrator Business Flexibility Mashup Web Services

.

2. Click

New

, then

RSS/Atom Service

.

3. Enter the URL of the RSS or Atom feed and click

Extract Parameters

.

The system extracts any parameters and displays them under

Input Parameters

.

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You can also manually enter the input parameters if you know them.

Note

If you are using MindTouch as your knowledge base, and your instance is configured as Private (requires log on authentication for access) then you need to add the Basic level of authentication, and enter your

MindTouch administrator user name and password.

Using a private knowledge base is a recommended best practice for employee support scenarios with SAP

SucessFactors Employee Central integration.

4. Adjust the input parameter values as required, ensuring that the search term parameter is blank.

Example

For example, if the URL for the RSS or Atom feed for your knowledge base vendor is https://

KBvendor.com/search?q=test, then the system would extract the parameter, q, with the constant, test. You would need to delete the constant value so it remains blank.

5. Save your entries.

Creating a Knowledge Base Data Mashup

Once you've created the web service for your knowledge base, you need to create a data mashup to specify the mapping between the search parameters used by the system and the web service input parameters.

1. Go to

Administrator Business Flexibility Mashup Authoring

.

2. Click

New

, then

Data Mashup

.

The guided activity for creating a new data mashup opens.

Defining the General Information

1. For

Mashup Category

, choose

News & Reference

.

2. For

Port Binding

, choose

Knowledge Base Search

.

3. For

Mashup Name

, enter

KNOWLEDGE_BASE

.

Caution

The name must be

KNOWLEDGE_BASE

.

4. Set the status to

Active

and click

Next >

.

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Defining the Mashup Details

1. The knowledge base web service you created needs to be added as a source for the data mashup.

Click on the

Sources

tab.

Tip

Depending on the size of your screen, you may have to scroll within the left pane to see the

Sources

tab. By default, the

Parameters

tab is active.

2. Drag and drop the

RSS/Atom Services

building block onto the central authoring canvas.

3. In the dialog box, select the web service you created for your knowledge base.

4. Using the cursor, draw a connection between the bottom of

Mashup In-Port

and the top of

Fetch Feed

boxes of the new service.

5. With

Fetch Feed

selected, in the properties pane on the right, select

SearchExpression

for the search term parameter.

6. Now with

Mashup In-Port

selected, in the properties pane on the right, enter a search expression that you're sure will return results.

7. Click

Preview Result

.

The results of your search expression are displayed in the result pane.

8. If the results are what you expected, click

Next >

.

Reviewing the Mashup

If all the information for the mashup is correct and OK, save it by clicking

Finish

.

Caution

Make sure the status is active.

4.14.9 VIDEO: Creating a Knowledge Base Mashup

For Administrators: Find out how to create a data mashup to connect the articles in your external knowledge base to your solution.

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4.14.10 Configuring the URL Shortener

Learn how to configure the URL shortner using an existing web service.

Overview

The URL Shortener is used when attaching knowledge base articles to message responses. It is configured using an existing web service.

1. Go to

Administrator Business Flexibility Mashup Web Services

.

2. Search for the

BYD_COD/BITLY

service.

3. Select the service and click

Enter API Keys

.

The

Enter API Keys

dialog box opens.

4. Click

Show API Keys

and, in the

API Key Value

column, enter the Bitly login and API key provided by the service provider.

Example

For example, you can find the Bitly values at http://bitly.com/a/your_api_key/.

5. Save your changes.

For more information see,

● Configuring Knowledge Base Integration

● About Mashup Web Services

4.14.11 Configuring the Chat URL Generator

Learn how to configure a chat URL generator using an existing mashup web service.

Overview

The chat URL generator enables an agent to send the customer an invitation and link to a chat session. It is configured using an existing mashup web service.

Prerequisites

● You have an account with SnapEngage.

● You have enabled the

Application Programming Interfaces (APIs)

scoping element.

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1. Go to

Business Configuration Implementation Projects

then select your project and click

Edit

Project Scope

.

2. Click

Next

until you get to

Adjust Scoping

.

3. Then under

Communication and Information Exchange Business Process Management

, select

Application Programming Interfaces (APIs)

.

Configuring the Web Service

1. Go to

Administrator Business Flexibility Mashup Web Services

.

2. Search for the

BYD_COD/SNAPENG

service.

3. Select the service and click

Enter API Keys

.

The

Enter API Keys

dialog box opens.

4. Click

Show API Keys

.

5. Enter the

API Key Value

provided by SnapEngage for each of the following API keys:

○ w

This is the API key GUID and will look something like this:

ad02xxx1-fax3-xxx7axxxd-4xx2f1e64xxx

○ b

This is the URL of the page you want to display behind the SnapEngage chat client when a customer opens the chat link sent by an agent. For example:

http://www.<your company>.com/<product support>

.

6. Save your changes.

Results

The insert chat link option is now available in the workspace.

Related Information

VIDEO: Enabling Chat for SAP Cloud for Customer [page 245]

4.14.12 VIDEO: Enabling Chat for SAP Cloud for Customer

Find out how to enable chat using SnapEngage so that your service agents can chat with customers.

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4.14.13 Configuring Klout

Learn how to configure Klout web services for Twitter social media customer profiles and to retrieve the customers' Klout scores and associated information.

Overview

The Klout web services are used for Twitter social media customer profiles to retrieve the customers' Klout scores and associated information. There are two existing web services for which you need to maintain the API keys.

1. Go to

Administrator Business Flexibility Mashup Web Services

.

2. First, search for the

BYD_COD/KLOUT

service.

3. Select the service and click

Enter API Keys

.

The

Enter API Keys

dialog box opens.

4. Click

Show API Keys

and, in the

API Key Value

column, enter the API key provided by the service provider.

5. Save your changes.

6. Next, search for the

BYD_COD/KLOUTUSER

service.

7. Select the service and click

Enter API Keys

.

8. Click

Show API Keys

and, in the

API Key Value

column, enter the API key provided by the service provider.

9. Save your changes.

For more information, see About Mashup Web Service.

4.14.14 Setting up a Mashup Web Service for SAP Social Media

Analytics by NetBase

Learn how to set up mashup web services for SAP Social Media Analytics by NetBase.

Overview

SAP Cloud for Social Engagement can be used with SAP Social Media Analytics by NetBase to set up social media channels that extract messages and create tickets based on those messages. Before you create those social media channels, you have to set up mashup web services that will extract the content identified for your defined

SAP Social Media Analytics topics.

Each channel you set up using SAP Social Media Analytics, is connected to only one mashup web service. And each of those web services is configured to extract messages from one defined SAP Social Media Analytics topic.

So basically, if you have three topics defined on SAP Social Media Analytics from which you want to create tickets, you need to set up three separate web services and then three separate social media channels.

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The process described above is depicted in the following figure:

Figure 7: Creating Tickets from SAP Social Media Analytics Content

Prerequisites

● You have an account with SAP Social Media Analytics

● You have set up a topic on your SAP Social Media Analytics account

Creating the Mashup Web Service

1. Go to

Administrator Business Flexibility Mashup Web Services

.

2. Click

New

and then

REST Service

.

3. Enter the required information as follows:

1. For the

Authentication Method

, choose

Basic

.

Fields for user name and password will appear.

2. Enter your SAP Social Media Analytics user name and password.

3. For

Service Protocol

, choose

JSON

.

4. For

HTTP Method

, choose

GET

.

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5. For

URL

, enter

https://api.netbase.com/cb/insight-api/2/retrieveDocuments

.

Tip

You may find it useful to adjust the parameters used by the SAP Social Media Analytics API to identify those messages to be extracted by the solution. For example, you can use the API explorer (requires authorized log on to your SAP Social Media Analytics account) to expand the methods used for retrieving documents.

Then you can just copy and paste the related API call URL to the

URL

value and click

Extract

Parameters

to automatically extract the

Input Parameters

described in the next step.

4. In the

Input Parameters

section, add rows to the table for each of the input parameters listed below.

Table 66: The following parameter values will be used to call the SAP Social Media Analytics by NetBase API for the defined topic (case-sensitive)

Parameter Constant Additional Information

topics <Your Topic Name>

The topic variable,

<Your Topic

Name>

, should be equal to the topic you have configured on SAP Social Media

Analytics.

sizeNeeded <Up to 1000 max> publishedDa te

<YYYY—MM—DD> sort daynumber secondsIn3

Enter today's date. This is replaced at runtime.

5. Save your entries.

Note

The

Service ID

for the newly created web service must be entered manually when creating the associated social media channel.

6. Enter the API keys for the mashup web service.

1. Select the mashup web service for SAP Social Media Analytics you just created.

2. Click

Enter API Keys

.

3. Click

Show API Keys

.

4. Enter your user name and password information for your SAP Social Media Analytics account and save your entries.

Next Steps

Once you've created the mashup web service for your SAP Social Media Analytics topic, you can create the social media channel that will be used to extract content and create tickets.

For more information, see Adding a SAP Social Media Analytics Channel.

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4.14.15 Web Service Message Monitoring Quick Guide

The

Web Service Message Monitoring

view allows you to monitor and process asynchronous incoming and outgoing messages. These messages can be either internal or external. ITSAM and groupware messages aren’t displayed.

When you scope the Web Service Message Monitor, a job is scheduled, which checks for incoming and outgoing messages periodically. Completed messages are automatically cleaned up after a certain lapse of time.

Caution

The Web Service Message Monitor is intended for technically skilled persons with in-depth knowledge of SOA technology.

The following features are available:

● You can handle large volumes of incoming and outgoing messages.

● You can search, sort, and filter messages using multiple criteria.

● You can group messages with, for example, the same status, and process them.

● You can view detailed technical information about an error message and navigate to the related task in

Business Task Management

, if applicable.

● You can view child messages and jump to the parent message.

● You can view and download the content of a specific message (payload view).

Caution

If you activate this function in

Business Configuration

, the person running the Web Service Message

Monitor will have access to messages that may contain confidential data, for example, payroll and business partner data.

Important tasks

Restart a Message

If a message could not be processed due to temporary issues, for example, locked data or missing master data, click

Restart

to restart the message communication after you have corrected the error. If the error cannot be corrected, you can cancel the message.

Note

To view the new status of a restarted message, click

Refresh

.

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Cancel a Message

To stop the processing of a message, click

Cancel

.

You can only cancel messages with the status

Application Error

or

System Error

. Application errors are due to invalid or missing data, whereas system errors are due to configuration or integration issues.

You can’t resend a canceled message. A canceled message is permanently canceled. In such a case, a new transmission needs to be initiated.

Refresh the Results List

To update the status of existing messages in the results list and check for new ones, click

Refresh

.

View Detailed Error Information

To view detailed error information for a specific message, select an error message in the results list.

You can navigate to the related task in

Business Task Management

, if applicable.

The error counter displays the number of errors for which detailed information is available, whereas the retry counter the number of messages that are automatically restarted.

View Error Log

To view the error log of a message, proceed as follows:

1. Select a message in the results list.

2. In the

Web Service Message Monitoring

view, choose

View Error Log

. A popup is displayed. It contains the error message text, the detailed error, and, whenever applicable, a procedure for solving the error.

View Payload

To view the information that was sent with the message, proceed as follows:

1. Select a message in the results list.

2. In the

Web Service Message Monitoring

view, choose

View Payload

. A window containing the message in XML format is displayed.

3. Click

Download

to save the message for further analysis and error solving.

4. On the popup, specify a location and click

OK

.

5. Click

OK

to close the

Payload

window.

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View Child Messages

To view the child messages of a message that has been split, proceed as follows:

1. Select a message that contains a parent ID.

2. In the

Web Service Message Monitoring

view, choose

View Child Messages

.

4.15 Data Integration

To support your overall integration approach, several data integration tools are available including material and employee replication and OData notifications.

Material Replication Requests Quick Guide [page 251]

Learn how to submit request changes made to the material data in source system into the target solution.

Update Business Roles in Cloud for Customer [page 254]

Get the information to enable a key user or administrator to maintain business role requests and access rights of a user.

Managing Organizational Structures Replication Requests [page 255]

Schedule and monitor jobs that replicate organizational structure information from an SAP ERP or SAP

CRM system to SAP Cloud for Customer.

Working in the Employee Staging Area [page 258]

In the employee staging area, you can replicate employee master data to ensure that changes that have occurred to your employees in integrated SAP Customer Relationship Management (SAP CRM) or SAP

ERP systems are recorded in SAP Cloud for Customer.

Custom Countries for Integration [page 261]

Learn to add new country codes in the Countries fine-tuning activity, and use these custom country codes in all the integration scenarios.

Integrating Work Ticket in Cloud with SAP ERP [page 262]

Learn how to integrate work ticket created in SAP Cloud for Customer with SAP ERP.

Setting Up OData Notifications [page 263]

4.15.1 Material Replication Requests Quick Guide

Learn how to submit request changes made to the material data in source system into the target solution.

In the

Material Replication Request

view of the

Data Integration

work center, administrators can submit requested changes made to the material data in the source system (for example, the SAP Customer Relationship

Management (CRM) application) into the target solution (for example, the SAP Customer Relationship

Management (CRM) solution).

During initial load of material data, the complete set of data is replicated to the SAP solution.

After the initial load of material data from the source system to the target solution, all the changes made in the source system are replicated into the target solution during a scheduled, daily run. The

Material Replication

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Request

view provides an overview of the replicated material with the status of the run and allows you to submit material requests as required, if you make changes that you need to replicate before the next scheduled run.

With the exception of the code mapping, you need to make all changes and corrections in the source system.

Tasks

Understand the Material Replication Requests View

This view provides you with an overview of the material replication requests. By default the

Show

filter is set to

Not

Started Material Requests

; only material replication requests that are not yet started are displayed. To filter the status differently, select another option from the

Show

filter.

You can view detailed information for every replicated material listed in the table when you select the replicate material ID. The

Details

section on the screen displays additional information for the selected ID.

General

provides

General Information

, such as the status of the request, and

Administrative Data

, such as when the request was changed last.

Application Log

lists all

Log Messages

that were generated for the replication request.

The scheduled material request replication run can contain several material replication requests. An application log is generated for every run. This means that every

Application Log ID

contains information regarding all replication requests included in that run.

To view the information in the log, click the link in the

Application Log ID

column.

The

Application Log

screen for that ID opens. Here you can view detailed information for the run.

General

provides you with a high-level summary, administrative data, and summarizing messages.

Settings

provides you with a description of the settings made.

Results

provides you with a list of detailed messages descriptions and the nature of the messages.

The information on the tabs can be exported to Microsoft Excel®. To do this, click

Export to Microsoft Excel

and select the tab from which you want to export the data.

Note

Any errors need to be corrected in the source system.

Update Business Roles

A key user or administrator can now maintain business role requests and access rights of a user.

For more information see, Update Business Roles in Cloud for Customer.

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Submit Material Requests

You can replicate material requests if you made changes to the material data in your source system and you want to replicate these changes in your target solution ahead of the next scheduled run.

To do this, select the replicate material ID in the table and click

Submit Material Requests

.

The status of the material replication request is updated and the request is added to the run.

View ID Mapping

You can view the ID mapping between your source system and your target solution for several data, such as business partners and products.

1. Select the replicate material ID in the table and click

View ID Mapping

.

The

ID Mapping for Integration

screen opens.

2. In the

Mapping of

filter, select for which data you want to view the ID mapping.

3. In the

System Instance ID

filter, enter the appropriate ID. When you click the value help of the filter, the

Select

Business Instance

pop-up window appears. Here you can search for the appropriate system instance ID.

4. Click

Go

.

The table lists the ID, description, external ID, system instance ID, and origin of your mapping based on the parameters you entered in your query. These results can be exported to Microsoft Excel®. To do this, click

ID

Mapping from Microsoft Excel

after you have run your query.

Note

If you want to make changes to the ID mapping, you need to do this in your source system.

View and Edit Code Mapping

You can view and edit the code mapping between your source system and your target solution in this view.

1. Select the replicate material ID in the table and click

View Code Mapping

.

The

Code List Mapping

screen opens.

2. In the

Code List Mapping Definition

table, select the mapping ID for which you want to view or edit the code mapping.

The code list mapping rules and code list mappings related to the selected mapping ID are displayed in the tables below.

3. You can add a code mapping by clicking

Add Row

in the

Code List Mapping Definition

table.

4. Select a

Local Data Type Name

and an

External Data Type

using the value help for these fields.

5. In the

Code List Mapping Rule

table, define the mapping rule for the new mapping ID using the drop-down filter for the field.

6. In the

Code List Mapping

table, enter the local code, description, external code, and the default.

7. Click

Save

or

Save and Close

to save the changes to your code mapping.

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4.15.2 Update Business Roles in Cloud for Customer

Get the information to enable a key user or administrator to maintain business role requests and access rights of a user.

Overview

You can maintain business roles and restrictions from the following views:

●

Data Integration

work center,

Business Role Replication

view

In this view you can see all the business role requests that were created from:

● An external system (using communication arrangement)

● Migration template

● Created Manually

Procedure

1. In the Cloud for Customer system, navigate to

Data Integration

work center,

Business Role Replication

view and search for the respective business role request

2. Select the row and click

Edit

Note

You can review all the data that came either from the external system or migration template and change the data

3. Select the tab

Work Center and View Assignments

, select the relevant

Identity Role

and check or uncheck the

Assigned to Business Role

check box.

4. Select the tab

Access Restrictions

and choose the respective access rights from the dropdown

5. Select the tab

Fields and Actions

, and choose the appropriate restriction. For example, for a particular role you can choose:

6. Click

Save

7. Navigate to the

Business Role

view, select the business role and select

Mark as Relevant

and click

Schedule

Note

If the business role is updated successfully, the status changes to

Finished

. If you do not want a business role to be updated, select

Mark as not Relevant

.

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Result

When the status changes to

Finished

and if it is successful, then the details are copied to business role. You can check the business role details from

Administrator

work center,

<relevant Sub-view>

,

Business Roles

.

Note

If the update status has failed, then check the application log for details of the errors. You can correct the errors and schedule again.

4.15.3 Managing Organizational Structures Replication

Requests

Schedule and monitor jobs that replicate organizational structure information from an SAP ERP or SAP CRM system to SAP Cloud for Customer.

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

You can use the Org Structure Staging Area, also known as the

Organization Structures Replication Requests

view to schedule jobs to replicate changes made to the organization structures in an SAP Customer Relationship

Management (CRM) system or an SAP ERP system into the SAP Cloud for Customer solution.

During the initial load, the complete set of organizational data is replicated to the Cloud solution. After the initial upload from the on-premise back-end system, all the changes are replicated to the Cloud solution by scheduling jobs. This view provides an overview of organization structures that must be replicated and the status of the replication request. It also allows you to manually edit and submit failed replication requests that were not automatically uploaded due to errors in data.

Note

If there are replication requests with errors, we strongly recommend that you correct them in the external system from which the data originates. An exception to this will be to make any code mapping corrections in the Cloud system.

The organization structures replicated successfully are available under

Administration Business Operations

Organization Org Structures

.

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Important tasks

Understand the Organization Structure Replication Requests View

This view provides you with an overview of organization structure replication requests. By default, only the unsuccessful or not yet started replication requests are displayed. You can view detailed information for every replicated organization structure listed in the table, when you select the Replication Request ID.

● The

General Data

section displays information such as the system from which the data is being replicated, and if the replication is relevant. If the selected organization structure should not be replicated or if further information needs to be added but is currently unavailable, you can click

Mark as Irrelevant

to indicate that you do not want the entry to be processed. Once the entry becomes relevant for replication, you can click

Mark as Relevant

to make it part of the replication process again.

● The

Organization Units

section displays additional information such as the sales office, sale group that has been updated for the selected organization. You can individually select if each entry is relevant or not relevant to be processed. If you want a change that should be left out of replication, click

Remove

, and to update the organization structure with additional changes click

Add Row

.

● The

Application Log

lists all log messages that were generated for a replication request. The scheduled replication run can contain several replication requests. An application log is generated for every run. This means that every

Application Log ID

contains information regarding all replication requests included in that run. To view the information in the log, click the link in the

Application Log ID

column. The

Application Log

screen for that ID opens. Here you can view detailed information for the run.

○

General

- provides you with a high-level summary, administrative data, and summarizing messages.

○

Settings

- provides you with a description of the settings made.

○

Results

- provides you with a list of detailed messages descriptions and the nature of the messages.

The information on the tabs can be exported to Microsoft Excel®. To do this, click

Export to Microsoft Excel

and select the tab from which you want to export the data.

Schedule Organization Structure Replication Request

You can schedule runs for selected or all available replication requests.

● To schedule a single replication request, select the replicate request in the table and click

Schedule

.

● To schedule all replication requests, click

Schedule All

.

The status of the replication requests are updated and the request is added to the run.

Related Information

Configuring Organizational Structures [page 513]

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4.15.3.1 Organization Structures Replication Requests Quick

Guide

Lean how to schedule jobs to replicate the changes made to the organization structures in an SAP Customer

Relationship Management (CRM) system or an SAP ERP system into the SAP Cloud for Customer solution.

About this document

In the

Organization Structures Replication Requests

view of the

Data Integration

work center, administrators can schedule jobs to replicate the changes made to the organization structures in an SAP Customer Relationship

Management (CRM) system or an SAP ERP system into the SAP Cloud for Customer solution.

During the initial load, the complete set of organizational data is replicated to the Cloud solution. After the initial upload from the on-premise backend system, all the changes are replicated to the Cloud solution by scheduling jobs. This view provides an overview of organization structures that needs to be replicated and the status of the replication request. It also allows you to manually edit and submit failed replication requests that were not automatically uploaded due to errors in data.

Note

If there are replication requests with errors, we strongly recommend you correct them in the external system from which the data originates. An exception to this will be to make any code mapping corrections in the Cloud system.

The organization structures replicated successfully are available under

Administrator General Settings Org

Structures

. For more information, see Setting Up Organizational Management.

Important tasks

Understand the Organization Structure Replication Requests View

This view provides you with an overview of organization structure replication requests. By default, only the unsuccessful or not yet started replication requests are displayed. You can view detailed information for every replicated organization structure listed in the table, when you select the Replication Request ID.

● The

General Data

section displays information such as the system from which the data is being replicated, and if the replication is relevant. If the selected organization structure should not be replicated or if further information needs to be added but is currently unavailable, you can click

Mark as Irrelevant

to indicate that you do not want the entry to be processed. Once the entry becomes relevant for replication, you can click

Mark as Relevant

to make it part of the replication process again.

● The

Organization Units

section displays additional information such as the sales office, sale group that has been updated for the selected organization. You can individually select if each entry is relevant or not relevant to be processed. If you want a change that should be left out of replication, click

Remove

, and to update the organization structure with additional changes click

Add Row

.

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● The

Application Log

lists all log messages that were generated for a replication request. The scheduled replication run can contain several replication requests. An application log is generated for every run. This means that every

Application Log ID

contains information regarding all replication requests included in that run. To view the information in the log, click the link in the

Application Log ID

column. The

Application Log

screen for that ID opens. Here you can view detailed information for the run.

○

General

- provides you with a high-level summary, administrative data, and summarizing messages.

○

Settings

- provides you with a description of the settings made.

○

Results

- provides you with a list of detailed messages descriptions and the nature of the messages.

The information on the tabs can be exported to Microsoft Excel®. To do this, click

Export to Microsoft Excel

and select the tab from which you want to export the data.

Schedule Organization Structure Replication Request

You can schedule runs for selected or all available replication requests.

● To schedule a single replication request, select the replicate request in the table and click

Schedule

.

● To schedule all replication requests, click

Schedule All

.

The status of the replication request(s) is updated and the request is added to the run.

4.15.4 Working in the Employee Staging Area

In the employee staging area, you can replicate employee master data to ensure that changes that have occurred to your employees in integrated SAP Customer Relationship Management (SAP CRM) or SAP ERP systems are recorded in SAP Cloud for Customer.

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

Choose

Administration Business Operations

, then

Employee Staging Area

, to obtain an overview of all employees that require replication, and to determine the status of your replication requests. In this view, you can also perform the following associated actions:

● schedule jobs to replicate employee master data between systems

● monitor the replication status of employee data within associated requests

● amend employee data in replication requests that remain to be processed

● manually edit and submit failed replication requests that were not automatically uploaded, due to errors in data

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Note

If you encounter replication requests with errors, then we strongly recommend that you correct them in the external system from which the data originated, unless you perform code mapping corrections within

SAP Cloud for Customer. For more information, see

Configuring Automatic Code List Mapping [page 270] .

Business background

During the initial load, the complete set of employees is replicated to SAP Cloud for Customer. After the initial upload from the external system occurs, associated changes are replicated to SAP Cloud for Customer via the scheduling jobs, which you can monitor within the employee staging area.

Once replication is complete, you can choose

Administration Business Operations

, then

Employees

, to view the employees who were successfully replicated.

Important tasks

Replicate employees manually

The solution schedules daily jobs to replicate employee data. However, if you want to replicate employees manually, proceed as follows:

● Select a replication request in the table, then choose

Edit

. Review the information, then choose

Replicate

.

● To schedule all replication requests, choose

Replicate All

.

In response, the status of the replication request is updated, and the request is added to the scheduled job.

Edit and monitor employee replication data

By default, only replication requests that are unsuccessful or that have not yet started are displayed. To view detailed information for every replicated employee listed in the table, select the

Remote Employee ID

, then choose

Edit

.

● If the selected employee should not be replicated, or if additional information is required but unavailable, then choose

Mark as Irrelevant

to exclude that entry from processing. To include the entry at a later date in the replication process, choose

Mark as Relevant

.

● Review the

Personal Data

section for information about the employee to be replicated.

● The

Organizational Assignments

section displays the organization to which the employee is assigned, and the validity period of the assignment. You can individually select whether an assignment is relevant or not relevant for processing. If you want to exclude a change from replication, choose

Remove

. To update the assignment with additional changes, choose

Add Row

.

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Related Information

Configuring Employees [page 306]

4.15.4.1 Complete Employee Master Data Replication Quick

Guide

Learn to schedule jobs to replicate the changes made to the employees in the SAP CRM or SAP ERP system into the SAP Cloud for Customer solution.

About this document

In the Complete Employee Master Data Replication view of the Data Integration work center, administrators can schedule jobs to replicate the changes made to the employees in the SAP CRM or SAP ERP system into the

SAP Cloud for Customer solution.

During the initial load, the complete set of employees is replicated to the Cloud solution. After the initial upload from the external system, all the changes made in these systems are replicated to the Cloud solution by scheduling jobs. This view provides an overview of employees that needs to be replicated and the status of the replication request. It also allows you to manually edit and submit failed replication requests that were not automatically uploaded due to errors in data.

Note

If there are replication requests with errors, we strongly recommend you correct them in the external system from which the data originates. An exception to this will be to make any code mapping corrections in the Cloud system.

You can view all the successfully replicated employees under

People Employees

view.

Important tasks

Understand the Complete Employee Master Data Replication View

This view provides you with an overview of all employee replication requests. By default, only the unsuccessful or not yet started replication requests are displayed. You can view detailed information for every replicated employee listed in the table, when you select the Remote Employee ID and select Edit.

● The General Data section displays information such as the system from which the data is being replicated, basic information about the replication request, and if the replication is relevant. If the selected employee should not be replicated or if further information needs to be added but is currently unavailable, you can click

Mark as Irrelevant to indicate that you do not want the entry to be processed. Once the entry becomes relevant for replication, you can click Mark as Relevant to make it part of the replication process again.

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● The Personal Data section displays all the details of the employee that are going to be replicated.

● The Organizational Assignments section displays the organization the employee is assigned to, and the validity period of the assignment. You can individually select if an assignment is relevant or not relevant to be processed. If you want a change that should be left out of replication, click Remove, and to update the assignment with additional changes click Add Row.

● The Business Role section displays the role ID of the employee.

● The Sales Responsibility section displays the sales organization details to which the employee is assigned.

Replicate Employees

The system has scheduled daily jobs to replicate the employees. If however, you want to replicate employees manually:

● Select a replication request in the table, and choose Edit. Review the information and choose Replicate.

● To schedule all replication requests, click Replicate All.

The status of the replication request(s) is updated and the request is added to the run.

4.15.5 Custom Countries for Integration

Learn to add new country codes in the Countries fine-tuning activity, and use these custom country codes in all the integration scenarios.

Define a custom country in the Countries fine-tuning activity

1. Go to

Business Configuration Implementation Projects

and select the relevant implementation project.

2. Select Open Activity List, and in the Fine-Tune tab, choose Show All Activities, and find the Countries finetuning activity.

3. To add a country, select Edit Countries. You can define the country-specific information such as the language, currency, postal, bank and tax details. You can also maintain the translation of the short and long name of the country in various languages.

4. To add a specific time zone for the defined country, select Specify Time Zones.

Maintain code list mapping for the country you have added

1. Go to the Code List Mapping for Integration with External Applictaions and Solutions fine-tuning activity, select Maintain Code List Mapping.

2. Search for the Local Data Type Name CountryCode.

3. In the Code List Mapping section, select the country you have defined, and in the External Code field, enter the country code defined in the on-premise system.

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Result

The new country code you defined is now available for use in the views like Sales Quote, and Account.

4.15.6 Integrating Work Ticket in Cloud with SAP ERP

Learn how to integrate work ticket created in SAP Cloud for Customer with SAP ERP.

Overview

Work tickets created in SAP Cloud for Customer, facilitates:

● Integration into controlling in ERP.

● Automatic time confirmation for the time spent on the services: Once the time spent by a service technician is maintained in a work ticket, the corresponding time is automatically booked in the ERP system.

● Automatic deduction of the material/spare parts used for a ticket, based on the actual quantity: Once the quantity used by a service technician is maintained in a work ticket, the corresponding material is automatically deducted in the consignment stock in the ERP system.

● Advance shipments and returns: A technician might need a few goods shipped in advance in order to carry out a repair. Not all the quantity may be consumed, so the rest can also be returned.

Although, there are multiple activities performed for a single ticket, all the confirmations in ERP are created with reference to a single internal order.

Prerequisites

● Scope the option in Cloud:

Integration with External Applications and Solutions Integration into Sales,

Service, and Marketing Processing Do you want to create follow-up documents for service requests from your cloud solution to an external application?

● Create a controlling scenario in IAOM1, and set the controlling type as

Single-Object Controlling

in IAOM2 transaction in ERP.

● Create each service technician/employee working on service tickets as a customer in ERP.

● To identify the right consignment stock to be used by the technician, maintain the derivation login in SM30 in

COD_V_PLANT_SRV.

● To identify the right activity type for CATS confirmation, maintain the material used on item level in SM30 in

COD_V_MAT_ACTTY.

● Schedule jobs to ensure booking from CATS are accounted to an internal order.

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Process Flow

For each of the work ticket items:

1. An internal order is created or determined in ERP.

2. A follow-on billing request for the work ticket is created based on the target quantity.

3. If the item is a:

○ Service, an automatic time booking for the technician is made based on the actual quantity

○ Part – Technician Stock, the quantity of spare parts used is automatically reduced from the consignment stock, based on the actual quantity

○ Part — Advance Shipment. You can release this item to ERP. Later, once the required quantity is consumed, you can maintain the consumed quantity and the quantity to return. Separate items are created for each of the two quantities, and you can release these items to ERP. The last confirmed delivery date and the total of all the confirmed quantities of advance shipment items are replicated from

ERP.

Note

For a service item, both invoicing methods Fixed Price and Time and Material Billing are supported.

4.15.7 Setting Up OData Notifications

Overview

The OData notification functionality enables external users to receive notifications when there is a change in the

SAP Cloud for Customer business objects.

Example

The following are a few scenarios when an OData notification is triggered:

● A notification is sent to the hybris Commerce, when a new employee is created.

● Partner applications are notified when a product has been changed.

Prerequisites

● You have scoped

Event Notification

in business configuration.

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Step-by-Step Instructions

1. Navigate to the

SAP Cloud for Customer Administrator

work center.

2. Select

OData Feed Notification

, under

Application Programming Interface (APIs)

Note

Even notification must be scoped in business configuration. to do so, select

First Implementation

in

Business Configuration

workcenter, in step 4 choose,

Communication and Information Exchange

Communities, Document Management and External Services Do you want to use Event Notification to inform External Applications?

3. Click

Add Row

, under

Consumers

and provide the

Name

and

Consumer End Point

.

Note if there are change to a business object, the endpoint entered will be notified.

4. Select

Basic Authorization

or

OAuth

.

5. Click

Add Row

, under

Subscriptions

.

6. Select the

Business Object

,

Business ObjectID

,

OdataServiceEndPoint

and the

Event

of the business object which requires notification, if changed. Additionally, provide the

OData Service

for the business object and the corresponding collection related to the business object.

Note

Once the customers are updated, the

Business Object

contains

Customer

,

Business ObjectID

is the

Customer UUID

,

Event

is either

Create

, Change, and

Delete

, and

OdataServiceEndPoint

contains the actual odata end point that the external application has to make in order to retrieve the updated business object.

For example, the below payload is sent in JSON format.

{"businessObject":"OPPORTUNITY","businessObjectId":"00163E0918ED1ED5A8EFE211DAAEBA55","odat aServiceEndPoint":"https://my306768.vlab.sapbydesign.com/sap/byd/odata/v1/c4codata/

OpportunityCollection(00163E0918ED1ED5A8EFE211DAAEBA55)"}]

.

7. Click

Save and Close

..

Result

When a consumer is created, the external consumer is called via Background Remote Function Calls (BGRFC).

The BGRFC's are triggered upon successful save.

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4.15.7.1 OData Editor

View standard OData services provided by SAP and create and edit custom OData services.

Overview

The

OData Service Explorer

view in the

Administrator

work center allows you to create, edit, and manage OData services.

This view lists the services created by you and the standard OData services offered by SAP. To view the services created by you, select

Custom OData Services

from

Show

. To view SAP OData Services, select

SAP OData

Services

from

Show

.

For more information, see SAP Help Portal

4.16 Configuring Integration Monitoring

The

Integration Monitoring

view allows you to monitor and process asynchronous incoming and outgoing messages. These messages can be either internal or external.

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

The

Integration Monitoring

view allows you to monitor and process asynchronous incoming and outgoing messages. These messages can be either internal or external. ITSAM and groupware messages aren’t displayed.

When you scope the integration monitoring, a job is scheduled, which checks for incoming and outgoing messages periodically. Completed messages are automatically cleaned up after a certain lapse of time.

You find the

Integration Monitoring

view in the

(Beta) Administration

work center under

Business Operations

System Status

.

Caution

The integration monitor is intended for technically skilled persons with in-depth knowledge of SOA technology.

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The following features are available:

● You can handle large volumes of incoming and outgoing messages.

● You can search, sort, and filter messages using multiple criteria.

● You can group messages with, for example, the same status, and process them.

● You can view detailed technical information about an error message and navigate to the related task in

Business Task Management

, if applicable.

● You can view child messages and jump to the parent message.

● You can view and download the content of a specific message (payload view).

Caution

If you activate this function in

Business Configuration

, the person running the integration monitor will have access to messages that may contain confidential data, for example, payroll and business partner data.

Important tasks

Export Data to Microsoft Excel ®

For more information, see

Export Business Data Using Microsoft Excel ® [page 98]

.

Restart a Message

If a message could not be processed due to temporary issues, for example, locked data or missing master data, click

Restart

to restart the message communication after you have corrected the error. If the error cannot be corrected, you can cancel the message.

Note

To view the new status of a restarted message, click

Refresh

.

Cancel a Message

To stop the processing of a message, click

Cancel

.

You can only cancel messages with the status

Application Error

or

System Error

. Application errors are due to invalid or missing data, whereas system errors are due to configuration or integration issues.

You can’t resend a canceled message. A canceled message is permanently canceled. In such a case, a new transmission needs to be initiated.

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Refresh the Results List

To update the status of existing messages in the results list and check for new ones, click

Refresh

.

View Detailed Error Information

To view detailed error information for a specific message, select an error message in the results list.

You can navigate to the related task in

Business Task Management

, if applicable.

The error counter displays the number of errors for which detailed information is available, whereas the retry counter the number of messages that are automatically restarted.

View Error Log

To view the error log of a message, proceed as follows:

1. Select a message in the results list.

2. In the

Integration Monitoring

view, choose

View Error Log

. A popup is displayed. It contains the error message text, the detailed error, and, whenever applicable, a procedure for solving the error.

View Payload

To view the information that was sent with the message, proceed as follows:

1. Select a message in the results list.

2. In the

Integration Monitoring

view, choose

View Payload

. A window containing the message in XML format is displayed.

3. Click

Download

to save the message for further analysis and error solving.

4. On the popup, specify a location and click

OK

.

5. Click

OK

to close the

Payload

window.

View Child Messages

To view the child messages of a message that has been split, proceed as follows:

1. Select a message that contains a parent ID.

2. In the

Integration Monitoring

view, choose

View Child Messages

.

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4.17 Configuring Code Lists

In this topic, you can get an overview of all configuration required for code list maintenance.

Business background

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

Code lists are code values defined in the fine tuning in SAP Cloud for Customer and the Customizing of onpremise system. These codes are used as selection values for field help.

Example

Table 67:

Value Numbers and Code Lists in Cloud System

1. Student

2. Professional

3. Entrepreneur

4. Unemployed

Value Numbers and Code Lists in On-Premise System

1. Student

2. Entrepreneur

3. Professional

4. Unemployed

In the above example, you see that values 2 & 3 do not match in the cloud and on-premise systems. When a request for value 2 is sent from cloud system, it will receive an incorrect value from the on-premise system. It is therefore imperative to maintain a valid mapping between code list values across systems as code lists in the various systems may or may not be identical.

Code list mapping is therefore a critical step to ensure that integration works functionally and with correct required data. Code list mapping can be used to map certain codes, such as partner roles, distribution channels, or legal forms of a business between an SAP on-premise solution and SAP Cloud for Customer.

Configuring Automatic Code List Mapping [page 270]

Settings to configure for automatic code list mapping are described in this topic.

Configuring Manual Code List Mapping [page 273]

Configurations for manually maintaining code list mapping are described in this topic.

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Important tasks

The following sections describe the process flow tasks for code list maintenance:

Maintain Code List Groups

In Cloud for Customer, maintain code list groups under

Business Configuration Implementation Projects

Open Activity List Code List Mapping for Integration with External Applications and Solutions Maintain Code

List Mapping Groups

.

You can create multiple code list mappings and assign them to a mapping group. As mapping groups are assigned to communication arrangements, you can ensure that all code list mappings for an on-premise system are grouped together in a mapping group. Also note that a mapping group can be assigned to several communication arrangements.

Base Code List Mapping Group

Use a base mapping group such as 03 — SAP On Premise Integration to maintain your mappings with the mapping rule set to

Local and Remote Codes are Equal

. You can assign this group to several communication arrangements.

Why Create New Code List Groups: You may need to create new code list groups for the following reasons:

● To extend the standard code lists supported for Cloud for Customer and maintain deviating mappings.

● To modify read-only code lists that are delivered with the base group 03 — SAP On Premise

Integration.

● To use the same codes to work differently for different business scenarios.

● Same code lists are maintained for a field in different on-premise systems but these code lists have different business meaning.

Example

The unit of measure for distance in:

○ On-premise backend 1 is meters with the code m

○ On-premise backend 2 is miles with the code m

If both of these on-premise systems are connected to Cloud for Customer, then, for the code list —

Distance, you cannot maintain the mapping “m” for both meters and miles. You will need to create separate code list groups to maintain this deviating mappings.

Maintain Code List Mapping

Cloud for Customer supports manual and automatic code list mapping. Automatic mapping is recommended for initial load and delta load. Manual mapping can be maintained when you need to manually make delta changes to your code list mapping for code lists that are not supported for automatic mapping.

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Maintain Code List Restrictions

You can even restrict access to specific code lists for a particular business role. To do this, you must select the business object and field that you need to restrict and select the role for which you want to maintain this

restriction. For detailed information, see Configuring Code List Restrictions [page 571]

4.17.1 Configuring Automatic Code List Mapping

Settings to configure for automatic code list mapping are described in this topic.

Parent topic: Configuring Code Lists [page 268]

Related Information

Configuring Manual Code List Mapping [page 273]

Business background

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

Automatic code list mapping is recommended for both initial load and delta maintenance. This section describes the steps to configure automatic mapping of code lists.

Important Information Before You Configure Automatic Code List Mapping

1. Automatic Mapping Supported for a set of Standard Code Lists Only: Automatic code list mapping is valid only for the code lists supported for the standard solution. For the complete list of supported code lists (for

SAP ERP and SAP CRM) for automatic code list mapping, see http://service.sap.com/cloud4customer .

For code lists that are not supported in the standard solution, you will need to manually configure the

mapping. For detailed information on manual mapping for code lists, see Configuring Manual Code List

Mapping [page 273]

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other code lists, you need to manually maintain the mapping in the fine tuning activity.

2. Code List Exceptions that are not Supported for Automatic Mapping: In the code lists

CashDiscountTermsCode

and

BusinessPartnerRelationshipCategoryCode

, not all the values are transferred to

Cloud. Hence, if you use either of these two code lists, review and adjust the values and mappings manually directly in the fine tuning activity.

3. Deleted Code Lists in On-Premise not Refreshed in Cloud Solution: If code lists are deleted in the onpremise system, the corresponding code list and the mapping are not automatically deleted in the cloud system during upload.

4. Differential Mapping Overwrites Existing Mapping: Existing mapping automatically overwritten by differential mapping from on-premise system. This happens because when differential mapping is proposed for a code list, the mapping rule is switched from

Local and Remote are Equal

to

Map Individual Codes

and the differential mapping is updated in the cloud solution.

Important tasks

Download Code Lists from Cloud for Customer

Download code lists in Cloud for Customer under

Administration -> Business Operations -> Code List Maintenance

-> Download Code List.

Tip

Make sure you save the zip file by entering a file name with a file extension

.zip

, for example

Download.zip

.

All the code lists in the Cloud solution, and the mappings maintained in the fine tuning activity for the selected mapping group and in the selected language will be downloaded into a zip archive file. The zip file contains two .csv files. The Codelist.csv contains all the code lists in the Cloud solution and CodeMapping.csv contains the mapping details. The mapping also indicates if the mapping rule is set to

Local and Remote Codes are Equal

.

Download Mappings from On-Premise System

Download mapping information from on-premise system (

Transaction SPRO Integration with Other mySAP

Components Integration with Cloud for Customer Download ERP Customizing Information for Code Lists (if onpremise is an ERP system)

.

Note

Alternatively (instead of the SPRO activity), you can use the reports CRMPCD_CUST_EXCHANGE for CRM or the report CODD_CODE_LIST_MAPPING for ERP.

To download, follow these steps:

●

Group Code ID

: Enter the code list mapping group ID as the Group Code ID.

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●

Merged Customizing Directory

Specify the path where the mapping information from the on-premise system must be saved. You must specify the complete file name along with the .ZIP file extension, and the folder where the file should be downloaded. For example, C:\SAP\CloudCodeList.zip.

Result: The zip file contains two .csv files. The codelist.csv contains all the code lists All the code lists in the cloud solution, and the mappings maintained in the fine tuning activity for the selected mapping group and in the selected language will be downloaded into a zip archive file.

● Ensure that the

CSV Delimiter

that is specified here is the same as the delimiter that you had specified while downloading the code lists in SAP Cloud for Customer. By default it is set to ‘,’ (coma).

●

C4C BusinessConfiguration File

: Specify the path to the Microsoft Excel® file downloaded from SAP Cloud for

Customer.

●

Additional Languages

: If you want to download the code lists in additional languages, select the required languages. Code lists in all the selected languages will be downloaded and these can be further used to upload to SAP Cloud for Customer.

●

Consider C4C Code List Mapping

: Set this flag if you want to only consider delta code lists for mapping.

Caution

If you do not set this flag, then complete set of code list mapping from the on-premise system will be considered and the existing mapping in Cloud for Customer will be overwritten.

Result: The merged zip file also contains two .csv files.

● CodeList.csv

This file contains all code lists from the on-premise system.

● CodeMapping.csv

This file contains the code list mapping between the on-premise system and the cloud solution.

Review Downloaded Mappings

The merged .csv mapping file from the on-premise system proposes an

Action Code

. This code describes the action that will be performed when the code lists are uploaded to Cloud for Customer. For example, the action code

No Action

indicates that the code list mapping remains same and an action code

Overwrite

indicates that the existing mapping in cloud solution will be overwritten. If the action code is not appropriate for your business, you can review the mapping and make required changes.

Caution

The formatting of the code lists is not applied in Microsoft Excel. For example, code 001 or 0002 will only be displayed as 1 or 2. This may lead to incorrect mapping of the code lists. Therefore SAP recommends that you review code lists in a different editor such as Notepad ++.

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Upload Finalized Mapping to Cloud for Customer

The final step in the process is to upload the reviewed mappings to Cloud for Customer. To do this, go to

Upload

Code List

in Cloud for Customer under

Administration -> Business Operations -> Code List Maintenance -> Upload

Code List.

To upload, you must select the same code list group that you used when you downloaded the mapping from Cloud for Customer. Click on

Upload

to trigger the background job for uploading the code list mapping.

Review Status of Upload in Application Log

Under

Administration -> Business Operations -> Code List Maintenance -> Upload Code List

, click on

Application

Log

to review the status of the background job. The log displays the Processing Status (success or failure of the upload),

Maximum Severity

(severity of failure if any) and number of

Warnings

or

Errors

.

You can use the advanced search feature to search using an

Application Log ID

and

Processing Status

.

You can use manual mapping to correct the mappings that have not been successfully uploaded to the cloud solution.

4.17.2 Configuring Manual Code List Mapping

Configurations for manually maintaining code list mapping are described in this topic.

Parent topic: Configuring Code Lists [page 268]

Related Information

Configuring Automatic Code List Mapping [page 270]

Business background

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

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Manual code list mapping must be performed to accommodate deviating mappings or mappings for code lists that are not supported for automatic mapping.

Prerequisites

If you need to maintain deviating mappings that are not supported by a base mapping group, you must create the required mapping groups. You can maintain code list mapping groups in the fine-tuning activity

Maintain Code List

Mapping Groups

under

Implementation Projects Open Activity List Code List Mapping for Integration with

External Application and Solutions

. You will need new mapping groups to manually maintain deviating mappings that are not supported by a base mapping group.

Important tasks

Maintain Code List Mapping Definition

In the

Implementation Projects

work center, click on

Open Activity List

and select the activity

Code List Mapping for Integration with External Application and Solutions

to define the following configuration:

1. Select the mapping group to which you need to assign the code list mappings.

SAP recommends that you use a base mapping group such as 03 — SAP On Premise Integration for standard mappings and create new business groups to maintain deviating mappings.

2. For the selected mapping group, select the

Local Code Type

. You will need to maintain separate code list mappings for each local code type. You can also choose to map an

External Data Type

to the local data type.

Select Code List Mapping Rule

SAP provides two standard code list mapping rules.

1. Local And Remote Codes Are Equal

Set this rule if code list values in the cloud and on-premise systems are same.

When you select the row for a mapping group, you will see that the mapping rule is set to

Local And Remote

Codes Are Equal

by default. You can set this mapping rule if a one-to-one direct mapping exists between the codes in cloud and on-premise systems. That is, the codes being mapped are the same in cloud and onpremise solutions.

2. Map Individual Codes

Set this rule if you need to maintain deviating mappings where the local and external codes do not match.

Determine Missing Mappings

1. Determine Missing Mappings

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For the selected mapping group, click on

Missing Code Mappings

to determine codes that have not yet been mapped. Select the codes for which you need to maintain the mapping. These codes are now displayed in the table for

Code List Mapping

. In this table, specify the mapping between local and external codes..

2. Determine Mapping Proposals from Migration Workbench

Click on

Mappings from MWB

to determine the mappings proposed by the migration workbench. You can use these proposals to manually maintain the code list mapping.

Map Local Codes to External Codes

In the table

Code List Mapping

, maintain a one-to-one mapping between the local and external codes. Select the values for local and external codes to create a mapping. You can also simply enter the codes if you know them.

Note

You cannot change existing values in the Code List Mapping section directly, because both codes are key fields.

If you have to make changes, delete the entries first and create new ones.

Flags Inbound and Outbound

If you have maintained n : n mappings between local and external codes, then you need to select the value that must be used as default. For example, you have two external codes in on-premise system that represent one code in your cloud solution, you must select the

Outbound

flag for one of these external codes. Similarly, if you have more than one local codes that represent one code in the external system, you must set the flag

Inbound

for one of these local codes to be used as a default.

After you have completed maintaining the mappings,

Save

and close the configuration screen.

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5 Data Migration

The data migration features of SAP Cloud for Customer enable you to transfer your legacy data using predefined templates.

The data migration templates provide a structure and framework for the data that must be migrated from your legacy system. Each template contains different tabs that group the data into logical units. They also provide field definitions, which are used during the population of the templates. Once the templates have been filled, you can upload the data multiple times if required.

Configuring Data Integration and Maintenance [page 277]

This document helps you understand the steps necessary for successful data migration, setting up the migration project, both in a first implementation and a changed project, and mass data maintenance.

Configuration: Prepare for Data Migration in a First Implementation [page 279]

To find this activity, go to the

Business Configuration

work center and choose the

Implementation Projects

view. Select your implementation project and click

Open Activity List

. Select the

Prepare

phase, then select the

Prepare for Data Migration

activity from the activity list.

Uploading Data [page 280]

This topic walks you through the steps of uploading data into your system.

Recommended Sequence for Uploading Data [page 283]

Certain kinds of master data is dependent on other master data. Observe the sequence mentioned in this topic when uploading data into the system:

Mass Data Maintenance [page 284]

With the

Mass Data Maintenance

work center you can correct some details of your business data on a large scale. The maintenance process is divided into three steps, during which you export, change, and import your data. This allows you to update a large amount of data in your SAP solution.

Include Roles When You Upload Employee Information [page 286]

You can save time by adding role information when you upload employees.

Assign Business Roles to Employees During Employee Replication [page 286]

If you define roles before you migrate your employee information, roles can be assigned automatically, as part of the employee replication process.

Configuration: Migration of Products [page 287]

This document describes tool-supported migration and also contains useful information for manual data entry.

Migrating Account Hierarchies [page 289]

This topic describes steps for migrating account hierarchies.

Uploading Territories [page 292]

This topic describes how to upload territories to the system.

Migration of Social Media User Profiles [page 293]

You can migrate certain user profiles of your individual customers. This topic describes the steps for it.

Enabling Microsoft Outlook® for Sales Users [page 294]

You can give users the option to use and see certain business information in the SAP solution right in their inboxes. For example, they can use the editing features available in Microsoft Outlook while scheduling

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appointments and tasks, associate e-mails with leads in the SAP solution, or create contacts and synchronize them with the SAP solution.

5.1 Configuring Data Integration and Maintenance

This document helps you understand the steps necessary for successful data migration, setting up the migration project, both in a first implementation and a changed project, and mass data maintenance.

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

Data migration allows you to transfer important data from one system into another.

This document helps you understand the steps necessary for successful data migration, setting up the migration project, both in a first implementation and a changed project, and mass data maintenance.

Business background

Important tasks

Understanding the migration process

In order to plan the migration project in detail, you must first understand the migration-related steps in the activity list.

To find this activity, go to the

Business Configuration

work center and choose the

Implementation Projects

view.

Select your implementation project and click

Open Activity List

. Select the

Prepare phase

, then select the

Prepare for Data Migration

activity from the activity list.

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Setting up the migration project

During a first implementation, you need to set up a migration project. This includes the granting relevant authorizations, downloading migration templates, and creating a migration schedule.

Uploading data

Tip

Before uploading data, refer

Recommended Sequence for Uploading Data [page 283]

.

After you have downloaded the relevant templates, and entered the necessary data, you can upload this data into your system.

For more information, see

Uploading Data [page 280] .

Viewing the ID Mapping

You can view the ID mapping between your source system and your target solution for several data, such as business partners and products.

1. Go to

Data Integration

work center, and select the

Material Replication Request

view.

2. Select the replicate material ID in the table and click

View ID Mapping

. The

ID Mapping for Integration

screen opens.

3. In the

Mapping of

filter, select the data for which you want to view the ID mapping.

4. In the

System Instance ID

filter, enter the appropriate ID. When you click the value help of the filter, the

Select

Business Instance

pop-up window appears. Here you can search for the appropriate system instance ID.

5. Click

Go

.

The table lists the ID, description, external ID, system instance ID, and origin of your mapping based on the parameters you entered in your query. These results can be exported to Microsoft Excel®.

Note

If you want to make any changes to the ID mapping, you must to do it in your source system.

Maintaining the data

After successful migration and integration, you can correct some details of your business data on a large scale.

You can do this in three steps by exporting, changing, and importing the data. For more information, see Mass

Data Maintenance.

You can also schedule mass data runs to upload your files from third party systems. For more information, see

File Input Quick Guide.

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Migrating Adaptation Changes (HTML5 only)

You can also migrate adaptation changes from one system to another. Changes such as newly created page layouts, code list restrictions, page layout assignments, other adaptation changes, and so on can be migrated.

The system downloads and uploads these changes in .xml format.

● To download the changes, go to

Adapt Export Layouts

. In the

Select Page Layout

pop-up that opens, you must select either the

All Layouts

,

Master Layout

or any other

Page Layout

that you wish to export.

Note

By default, for page layout assignments, the system only allows you to migrate instance types and not business roles.

● To upload the changes, log in to the appropriate system, and go to

Adapt Import Layouts

to import the changes. In the

Import Adaptation from File

pop-up, select the relevant .xml file, and click

Apply

.

Your changes will be visible in the system.

5.2 Configuration: Prepare for Data Migration in a First

Implementation

To find this activity, go to the

Business Configuration

work center and choose the

Implementation Projects

view.

Select your implementation project and click

Open Activity List

. Select the

Prepare

phase, then select the

Prepare for Data Migration

activity from the activity list.

The purpose of this activity is to set up the migration project.

For information about migrating data in a change project, see: Prepare for Data Migration in a Change Project.

Prerequisites

If you want to make field extensions that are also relevant for data migration, make sure that the extensions are completed.

Tasks

1. Setting up the migration project

Data migration requires the user to have full authorizations in order to import data into various business areas. Therefore, provide each member of the migration project with an additional, temporary service agent user. In the

Application and User Management

work center, assign the

Business Configuration

work center including

Data Migration

to these users.

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Caution

When the migration project is completed, you must block the service agent users in the

Application and

User Management

work center to guarantee segregation of duties. For more information, see: Segregation

of Duties.

For more information, see: Request Migration User.

2. Downloading the migration templates

All data you want to migrate with tool-support must be entered in the migration templates. Download the required migration templates in the

Prepare for Data Migration

activity. Familiarize yourself with your migration templates and the sheets of each template:

○ Read the

Introduction

sheet explaining the general rules how to fill a template.

○ Read the

Documentation

sheet to read the migration object documentation.

○ Expand line seven on the template sheets to read the input help for every column.

For early migration tests, create a small sample file by filling a few records into the template. Use this sample file to get started with the migration tool.

3. Creating a migration schedule

In the

Prepare for Data Migration

activity, under

Create a project schedule for data migration

, you can download the

Data Migration Scope and Planning Template

to set up a personal migration project plan. Adjust the template according to your own situation, resources, and data quality and integrate it into your overall project plan.

5.3 Uploading Data

This topic walks you through the steps of uploading data into your system.

Prerequisites

You have downloaded the required templates and entered the necessary data into them.

Overview

To upload data into the system, proceed as follows.

Procedure

1. Choose

Business Configuration Implementation Projects

.

2. Select the implementation project entitled

First Implementation

, then choose

Open Activity List

.

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The Activity List appears. For more information, see: Complete the Activity List.

3. In the

Integrate and Extend

phase, select the object type for which data is to be uploaded into the system.

Example

To upload customer information, choose

Migration of Customers

.

Note

The remainder of this procedure describes how to upload data for customers, as an example. The process for uploading data for other object types is comparable to the procedure described below.

4. Choose

Migrate customers using the migration tool

.

A dialog box appears.

5. Choose

Upload

, then specify the location of the template file containing the customer data to be uploaded.

6. Choose

Execute Migration

.

A dialog box appears, enabling you to monitor the progress of the system validation of the data.

7. Validation steps are displayed, along with any errors, where applicable. If no errors are reported, choose

Next

.

The value conversions step appears.

8. Choose

Convert

to perform conversion for any applicable values. If no conversions are required, choose

Next

.

A simulation of the data import is performed, and a dialog box appears, enabling you to monitor the progress of the data import simulation. Any errors that occurred during the simulation are displayed.

9. If no errors are reported, choose

Next

.

A dialog box appears, prompting you to confirm that you want to import the data.

10. Confirm that you want to proceed with the data import.

A dialog box appears, enabling you to monitor the progress of the data import. When the data import is finished, any applicable errors are displayed.

11. To complete the process, choose

Finish Close

.

Tip

If you need to upload additional data in the future, but if you do not want to change your implementation project merely for this reason, then proceed as follows:

1. Log on to SAP Cloud for Customer.

2. Open a new browser window.

3. In the address bar of that browser window, for the item with additional data to upload, paste the sample URL indicated below:

Table 68:

Item Sample URL

Products

Accounts

and

Contacts

https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/ dmc_ap_overview?category=6 https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/ dmc_ap_overview?category=7

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Item

Employees

Service Requests

Opportunities

Appointments

Tasks

E-Mails

Phone Calls

Competitors

Target Groups

Campaigns

Sales Quotes

Registered Products

Leads

Competitor Products

Employee and User Data

Sample URL https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/ dmc_ap_overview?category=53 https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/ dmc_ap_overview?category=63 https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/ dmc_ap_overview?category=91 https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/ dmc_ap_overview?category=92 https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/ dmc_ap_overview?category=93 https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/ dmc_ap_overview?category=94 https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/ dmc_ap_overview?category=97 https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/ dmc_ap_overview?category=114 https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/ dmc_ap_overview?category=135 https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/ dmc_ap_overview?category=137 https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/ dmc_ap_overview?category=138 https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/ dmc_ap_overview?category=139 https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/ dmc_ap_overview?category=143 https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/ dmc_ap_overview?category=148 https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/ dmc_ap_overview?category=149

4. Modify the sample URL by replacing NNNNNN with the numbers that are associated with the URL of your specific tenant.

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5. Navigate to the page that corresponds to the specific URL of your tenant.

6. Upload the data and execute migration, as instructed above, then close the browser window.

When you complete this procedure, the additional data will be uploaded into your tenant, without causing your implementation project to change.

5.4 Recommended Sequence for Uploading Data

Certain kinds of master data is dependent on other master data. Observe the sequence mentioned in this topic when uploading data into the system:

Overview

Because certain kinds of master data is dependent on other master data.

Example

Organizational management and job function data that must be defined before employee information can be uploaded.

Recommendation

We recommend that you observe the following sequence when uploading data into the system:

1. Job Functions

Tip

We recommend that you enter this data manually.

2. Organizational Structure

Tip

We recommend that you enter this data manually, as described under Setting Up Organizational

Management [page 43]

. When you are finished, activate the organizational model.

3. Employees

4. Product Category Hierarchy

Tip

We recommend that you enter this data manually.

5. Materials

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Note

If SAP ERP Integration lies in scope, note that materials in SAP ERP become products in SAP Cloud for

Customer.

6. Price Lists

7. Customers

8. Territory Hierarchy

9. Account Territory Mapping

10. Leads

11. Opportunities

12. Service Requests

Note

Service requests become tickets in SAP Cloud for Customer.

5.5 Mass Data Maintenance

With the

Mass Data Maintenance

work center you can correct some details of your business data on a large scale.

The maintenance process is divided into three steps, during which you export, change, and import your data. This allows you to update a large amount of data in your SAP solution.

Exporting Data

1. In the

Export Data to Local File

area, click the link of the data you want to export from the solution.

A new window opens.

2. Enter the selection criteria for the data you want to export. You can add criteria to the standard selection by clicking

Additional Fields

.

3. Click

Go

.

The system returns the data, based on your selection criteria, in a table.

If you want to select data for another data sheet, select the relevant tab and continue the process from there.

By default, all the columns are included in the export. However, you can select

Skip Export

for any column you do not want to include in the export. You can do this on every tab in the table. If you click

Skip All for Export

, only the key and technical ID fields remain visible. You can select those fields you would like to export afterwards.

Click

Select All for Export

to see all the fields in the table again.

4. After you made your selection, click

Export Data to CSV File

.

The selected data is downloaded to your local machine.

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Changing Data

On your machine, open the CSV file you downloaded and make any changes you require. After you have made your changes, save the CSV file again on your machine.

Importing Data

1. In the

Update Data from Local File

area, click the link of the data you want to import into the solution.

A new window opens.

2. Select your data file and continue upload.

3. During the upload your data are validated. In case of incorrect formatting, missing data, or unexpected content, you are directed to the

Validate Data

screen. Here, every cell containing an error is highlighted.

Select the highlighted cell and follow the step-by-step process to correct the content.

Click

OK

to return to the

Update

screen.

You can rerun the data validation process several times.

4. Click

Execute Data Import

.

You can either immediately start a background job, or schedule the program to run during night time by selecting the appropriate option.

You are notified about the success of the data update.

Note

Running very big data files may take some time.

You can see the progress in the progress bar, or select

Run in Background

to return to the

Mass Data

Maintenance

work center. The work center lists all files that have not been processed completely. If your job is still running, you can refresh the screen and check the record counters to see the progress.

If your job has the import status Finished with Errors, click on the file name and go to the

Update

screen again. All the records will show an update status. If you click on the status text, for example Failed, you can see the error message that describes the problem with the update.

If you only want to see the records with errors, you need to change the display layout in the

Show

field. You can then try to correct your data and start

Execute Import Data

again. Only the records that you have changed or that were not imported already will be processed again.

File Overview: Files for Processing

On the lower section of the screen, you see all the files that have been processed but not completed successfully.

When you select the linked file name, you open the update process again.

If you process a large data file in the background, you can refresh the screen to see the progress of the mass data update.

You can see the results of the import linked in the

Import Log

column.

To see the files that were imported successfully, use the

Show

filter and change the way the table is displayed.

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See Also

For more information on the specific data object, see the related document under

You Can Also Show

Migration Object Documentation

in the migration tool.

5.6 Include Roles When You Upload Employee Information

You can save time by adding role information when you upload employees.

Procedure

1. Ensure that you have created all necessary roles for your organization and activated them.

2. Add role information to the list of employees that you are preparing to upload.

3. Upload your list of employees.

5.7 Assign Business Roles to Employees During Employee

Replication

If you define roles before you migrate your employee information, roles can be assigned automatically, as part of the employee replication process.

Context

Procedure

1. Under

Business Configuration Implementation Projects

, choose your implementation project and choose

Open Activity List

.

2. Show all activities and search for “migration”.

3. Choose

Prepare for Data Migration Download Migration Templates

.

4. Download the

Employee Complete Data

migration template.

5. Add your employee data to the migration template.

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6. In the

Business Role

column, enter a role that you have already defined in the system.

Results

When you migrate the information in this template, the roles will be assigned to the employees.

5.8 Configuration: Migration of Products

This document describes tool-supported migration and also contains useful information for manual data entry.

Note

This document contains details and instructions regarding configuration settings. Such settings are made by an administrator. If you do not have the required authorization, contact your administrator.

To find this activity, go to

Business Configuration Implementation Projects

. Select your implementation project and click

Open Activity List

. Select the

Integrate and Extend

phase, then select the

Migration of Materials

activity from the activity list.

Using this activity, you can migrate the following information:

● Basic data that describes and categorizes the product, such as its physical dimensions or assigned product categories.

● Identification data, for example, material ID, global trade item number (GTIN), or product ID used by a customer.

Regarding product valuation, note that migration of product specification valuation for products is not supported.

Prerequisites

You have created the following data in the system:

●

Number Ranges for Materials

in the

Fine-Tune

phase of the

Activity List

.

● Product categories (using the

Migration of Product Category Hierarchy

activity or manually under

Product

Categories

)

If you plan to use extension fields in the work center views that are associated with this migration object, we recommend that you create the extension fields before you migrate any data for this object. For more information on how to create extension fields, see the following document: Create an Extension Field.

The extension fields you create in the work center views will be integrated in the corresponding migration templates automatically. Once you finish creating the extension fields, you can download the updated migration templates using the

Prepare for Data Migration

activity in the

Prepare

phase, or using the

Perform Data Extraction

activity in the

Fine-Tune

phase of the activity list. The extension fields are displayed as new columns at the end of

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the relevant sheets. Note that if you created an extension field in a work center view that is associated with multiple migration objects, this field is not necessarily included in every migration template.

When you upload a source file to the migration tool, the migration tool automatically checks whether additional extension fields have been added to the corresponding work center views. If so, you can add them to your source file and decide whether you want to enter any legacy data in the new columns.

Tasks

Fill the Migration Template for Tool-Supported Migration

To create a valid source file, enter your legacy data in the migration template for materials. You can download the migration template using the

Prepare for Data Migration

activity in the

Prepare

phase, or using the

Perform Data

Extraction

activity in the

Fine-Tune

phase of the activity list.

Note

If you use extension fields in the work center views that are associated with this migration object, make sure that all extensions fields have been implemented before you download the migration template. Otherwise, the extensions fields will not be available in the migration template.

For more information about how to enter legacy data into migration templates, see the

Introduction

sheet and the

Field List

sheet of the template.

Note the following directions when filling the sheets of the migration template:

● Material IDs can be numeric or alphanumeric. If alphanumeric, use uppercase letters only.

● For descriptions, enter plain text only (including formatting information like carriage returns and line feeds).

● On the

Attachments

sheet, you can define server or internet links to attachments.

Migrate Data Using the Migration Tool

Process your source file with legacy data as follows:

1. Make sure that you have created a valid source file using an up-to-date migration template filled with legacy data.

2. Go to the

Business Configuration Implementation Projects

view. Select your implementation project and click

Open Activity List

. Select the

Integrate and Extend

phase, then select the relevant activity (

Migration of...

from the

Migrate Master Data

group or

Migrate Transaction Data

group.

Note that data migration requires special user authorization. Your administrator can grant the required authorization (

Business Configuration

including the

Data Migration

view) in the

Application and User

Management

work center.

3. Carry out the work steps in the migration tool.

For more information, click the help link within the migration tool.

4. After you have imported the source file successfully, set the migration activity in the activity list to

Completed

.

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Enter Data Manually

You can enter products manually under

Products

. For more information, see Configuring Products.

Follow-On Activities

You can verify migrated records under

Products

. Compare the data in your legacy system with the data that has been migrated to the SAP system. Check some of the records to ensure that the values in both systems match.

5.9 Migrating Account Hierarchies

This topic describes steps for migrating account hierarchies.

Prerequisites

Configuration

Customer accounts have been created in the solution, or migrated into it.

If sales representatives are to see the migrated account hierarchies, then account hierarchy visibility must be active. For more information, see: Activating Account Hierarchy Visibility.

Business background

Master data for sales accounts is maintained under

Customers Accounts

. For information about creating and editing accounts, see : Accounts.

Tasks

Downloading the Migration Template

To migrate account hierarchies into the solution, first download the predefined migration template that is provided for this purpose. To do so, proceed as follows:

1. Choose

Business Configuration Implementation Projects

.

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2. Select the implementation project entitled

First Implementation

, then choose

Open Activity List

.

The Activity List appears. For more information, see: Complete the Activity List.

3. In the

Prepare

phase, select the activity entitled

Prepare for Data Migration

.

4. On the subsequent screen, select

Download Migration Templates

.

5. On the resultant screen, find the migration object entitled

Customer Hierarchies

.

6. Click

Download

.

7. Save the migration template to your preferred directory.

Entering Legacy Data into the Template

Now enter data in each of the following columns:

●

Hierarchy ID

, on the

Hierarchies

worksheet

●

Account ID

, on the

Accounts

worksheet

●

Parent Account

, on the

Accounts

worksheet

Tip

For additional instructions on how to enter legacy data into the template, review the

Introduction

and

Field List

worksheets.

As you enter data in the migration template, remember the following points:

● The

Hierarchy ID

does not appear in the

Account Hierarchy

view. However, all of the hierarchy node entries that are assigned to the same

Hierarchy ID

form a single account hierarchy.

● The

Hierarchy ID

represents the grouping of all nodes within a single hierarchy. Therefore, if you want to migrate three separate account hierarchies, then you must enter three distinct Hierarchy IDs.

● The

Hierarchy ID

to be entered may correspond to some degree with the ID of the top-level node of the account hierarchy. Although this is not a requirement, the consistent designation of nodes throughout the hierarchy facilitates the migration process.

● Each hierarchy must have exactly one top-level node.

If you enter multiple hierarchy top-level nodes or no top-level node at all, an error message will be displayed.

Tip

If you have not entered the data properly in the template, then you may encounter this error message. The following example therefore illustrates how to enter the data for two account hierarchies to be migrated:

○ On the

Hierarchies

worksheet, perform the following entries:

Table 69:

Hierarchy ID

A

B

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.

○ On the

Accounts

worksheet, perform the following entries:

Table 70:

Hierarchy ID Account ID

A

A

10001

10002

A

A

10003

10004

B

B

B

10005

10006

10007

Parent Account

10001

10001

10001

10005

10005

In short, for the top-level node of each account hierarchy to be migrated, you must enter a corresponding

Account ID

, and you must not enter a corresponding

Parent Account

.

● Each

Account ID

to be entered must correspond with the IDs of the accounts that are part of the hierarchy.

● The

Parent Account

is migrated for structural purposes. The relationship between the parent account and the accounts below it is used to depict the hierarchy structure.

Uploading the Completed Template into the Solution

Now upload into the solution the completed template containing your account hierarchy data. Proceed as follows:

1. In the

Integrate and Extend

phase, select the

Migration of Customer Hierarchies

activity.

2. On the subsequent screen, choose

Migrate customer hierarchies using the migration tool

.

A dialog box appears.

3. Choose

Upload

, then specify the location of the template file containing the customer data to be uploaded.

4. Choose

Execute Migration

.

A dialog box appears, enabling you to monitor the progress of data validation by the solution.

5. Validation steps are displayed, along with any errors, where applicable. If no errors are reported, choose

Next

.

The value conversions step appears.

6. Choose

Convert

to perform conversion for the

Customer ID

, if required.

Note

Conversions for other values are not supported.

7. If no conversions are required, choose

Next

.

A simulation of the data import is performed, and a dialog box appears, enabling you to monitor the progress of the data import simulation. Any errors that occurred during the simulation are displayed.

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8. If no errors are reported, choose

Next

.

A dialog box appears, prompting you to confirm that you want to import the data.

9. Confirm that you want to proceed with the data import.

A dialog box appears, enabling you to monitor the progress of the data import. When the data import is finished, any applicable errors are displayed.

10. To complete the process, choose

Finish Close

.

Entering Data Manually

After migration is complete, if account hierarchy visibility is active, account hierarchies can also be manually edited under

Customers Accounts Account Hierarchy

.

Follow-On Activities

Once the data entered in the template is migrated into the solution, the hierarchical relationship between accounts and their parent accounts becomes visible. You can now verify migrated account hierarchy data under

Customers Accounts Account Hierarchy

.

Compare the data in your legacy system with the data that you have migrated into SAP Cloud for Customer.

Review various records to ensure that the values in each system are in agreement.

5.10 Uploading Territories

This topic describes how to upload territories to the system.

Overview

To upload territories into the system, proceed as follows.

Procedure

1. Choose

Territory Management New Territories from Microsoft Excel

.

2. To download the required template, select the language in the resultant dialog box, then choose

Download

.

3. Open or save the template file, as appropriate.

4. Enter your data into the template file.

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5. In the template in Microsoft Excel®, choose

SAP Cloud for Customer Logon

.

6. In the resultant dialog box, log on by entering the SAP Cloud for Customer URL, your user ID, and your password.

7. Save your entries.

Result

The territory data in Microsoft Excel is uploaded into the system.

5.11 Migration of Social Media User Profiles

You can migrate certain user profiles of your individual customers. This topic describes the steps for it.

To find this activity, go to

Business Configuration Implementation Projects

. Select your implementation project and click

Open Activity List

. Select the

Integrate and Extend

phase, then select the activity from the activity list.

You can migrate the following information for existing social media user profiles of your individual customers:

● Name

● Gender

● Social media ID

● Channel type

● Screen name (social media handle)

● E-mail address

● Link to user’s image

● Category code

● Sentiment code

● Klout score

● Aggregated importance score

This value combines the customers' social influence (Klout score) with their ABC classification. It is not reflected directly in the solution but is used by the algorithm for calculating ticket priority and is considered in the weighting of the original customer message, if a weight has been assigned.

For more information, see: Configuring Social Media Message Prioritization Settings.

● Individual customer ID (account ID) related to the social media user profile data

Individual customer data have been created or migrated into the system.

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Tasks

Fill the Migration Template

To create a valid source file, enter your legacy data in the migration template for

Social Media User Profile

. You can download the migration template using the

Prepare for Data Migration

activity in the

Prepare

phase, or using the

Perform Data Extraction

activity in the

Fine-Tune

phase of the activity list. For detailed information on how to enter legacy data into migration templates, see the

Introduction

sheet and the

Field List

sheet of the template.

On the

Attachment

sheet you can define server or internet links to attachments, but you cannot upload attachments directly to your system.

Migrate Data Using the Migration Tool

Process your source file with legacy data as follows:

1. Make sure you have created a valid source file using an up-to-date migration template filled with legacy data.

2. Go to

Business Configuration Implementation Projects

. Select your implementation project and click

Open Activity List

. Select the

Integrate and Extend

phase, then select

Migration of Social Media User Profiles

from the activity list.

3. Carry out the work steps in the migration tool.

For more information, click the

Help

link within the migration tool.

4. After you have imported the source file successfully, set the migration activity in the activity list to

Completed

.

Follow-On Activities

1. To verify migrated data, go to

Administrator Service and Social Settings

then under

Social Media

, click

Social Media Customers

.

2. Compare the data in your legacy system with the data that has been migrated to your solution.

3. Check a certain number of records to ensure that the values in both systems match.

Check the following attributes:

○ Name

○ Channel type

○ Social media handle

○ Account ID

5.12 Enabling Microsoft Outlook® for Sales Users

You can give users the option to use and see certain business information in the SAP solution right in their inboxes. For example, they can use the editing features available in Microsoft Outlook while scheduling

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appointments and tasks, associate e-mails with leads in the SAP solution, or create contacts and synchronize them with the SAP solution.

What to Know Before Using Microsoft Outlook

Users will have to download and install the add-in for Microsoft Outlook.

Add-In Overview

The Microsoft Outlook Add-In enables you to download and use your

Accounts

,

Contacts

and

Individual

Customers

in Microsoft Outlook. Additionally, you can directly access some of the Cloud for Customer tabs directly from Microsoft Outlook.

Important tasks

Turn on Microsoft Outlook in scoping

You can do this under

Sales Account and Activity Management Activity Management

.

For more information about enabling features, see

Enabling Features in Scoping for SAP Cloud for Sales [page

126] .

Have users download the add-in

In addition to downloading the add-in, users must enable the sales or service scenario in the add-in settings in

Microsoft Outlook. For more details, see Installing the SAP Cloud for Customer Add-In for Microsoft Outlook®

[page 153] .

Enabling Download of Individual Customers to Microsoft Outlook

To download your individual customers from Cloud for Customer to Microsoft Outlook, you need to maintain the required configuration in Cloud for Customer as well as in Microsoft Outlook. After defining these settings, add your contacts to Microsoft Outlook to ensure that they are synchronized.

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Caution

The employee (user) must belong to the account team of an individual customer for the individual customer to be downloaded to the outlook client. However, this condition does not apply when individual customers are downloaded by looking-up and using e-mail address.

Cloud for Customer

The following controls are provided in the system to enable or disable download of individual customers to

Microsoft Outlook. Note that these settings are controlled by an administrator business role and will override the settings made in Microsoft Outlook.

1. In the Administrator facet, go to

General Settings Users Business Roles

2. Set the filter to show all

Active Business Roles

3. Select and edit the role for which you want to provide access. In the

FIELDS & ACTIONS

tab for the role, verify if the following fields are set to

Unrestricted

.

1. GW_INDIVIDUAL_CUSTOMERS - If you select this check box, a new folder for

SAP Cloud for Customer:

Individual Customers

will be displayed in the

Contacts

dashboard of Microsoft Outlook.

4. Save your settings.

Microsoft Outlook

Click on

Settings

in the toolbar for Cloud for Customer Microsoft Outlook Add-In and select the check box for

Enable Individual Customers

.

Note

If you disable this setting, the individual customer contacts from SAP Cloud for Customer will no longer be available in Microsoft Outlook. However, all data created for this user can be accessed whenever the download of individual customers is enabled again.

Related Information

Enabling Microsoft Outlook® for Service Users [page 487]

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6 Fine-Tuning

Fine-tuning is the phase of your implementation or change project when you to tailor the solution by checking and adjusting the business configuration settings to meet your business requirements.

How the Activity List Works [page 297]

The

Activity List

is automatically generated by the system based on your scoping decisions and the activities are grouped by phases. It includes all mandatory implementation and project management activities that you need to complete.

General Settings [page 298]

Fine-tuning and business configuration activities related to the general features of SAP Cloud for

Customer.

Sales and Marketing Settings [page 350]

The following are the fine-tuning and business configuration activities related to the sales and marketing features of SAP Cloud for Customer.

Service and Social Settings [page 434]

The following are the fine-tuning and business configuration activities related to the customer service and social media features of SAP Cloud for Customer.

6.1 How the Activity List Works

The

Activity List

is automatically generated by the system based on your scoping decisions and the activities are grouped by phases. It includes all mandatory implementation and project management activities that you need to complete.

Overview

Once you have finished preparing an implementation project, you can begin to work with the

Activity List

for the project. The

Activity List

includes all mandatory implementation and project management activities that you need to complete before your solution can go live for the first time, in the case of your first implementation project, or before your changes can be merged with your live solution, in the case of a change project.

To access an activity in the activity list, do the following:

1. Choose

Business Configuration Implementation Projects

.

2. Highlight the appropriate project and choose

Open Activity List

.

3. Navigate to the tab you need by clicking on it.

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6.2 General Settings

Fine-tuning and business configuration activities related to the general features of SAP Cloud for Customer.

Choosing a Default Client [page 299]

You have the ability to choose your own default clinet, but we recommend HTML5. Follow steps mentioned in this topic to set your default client.

Configuring Job Definitions [page 302]

Create job definitions manually or import a list from a file.

Configuring Employees [page 306]

You can create employee records manually, or upload employee data via migration tool in the implementation project activity.

Configuring Activities [page 307]

In this activity you can do configuration settings required for activities.

Configuring Products [page 312]

Products help your colleagues drive sales activity and monitor customer satisfaction.

Configuring Currencies [page 319]

All currencies are predefined according to ISO code list 4217. You can use this fine-tuning activity to view all currencies available in your system, and can also maintain the currency for your company and its organizational structures. The maintained currency displays the currency code, description, the decimal value, and the rounding value.

Maintaining Quantities and Units of Measure [page 323]

You can maintain the quantity for a product, and can define and maintain trading, and physical units of measure for the same. See this topic for details on how you can maintain this data.

Enable Single Sign-On [page 46]

You can enable single sign-on (SSO) for your users, offering them the convenience of logging on once to gain access to multiple features in the solution.

E-Mail and Fax Queues Quick Guide [page 326]

Learn to manage all documents that are output to the output channels for fax and e-mail in the

E-Mail and

Fax Queues

view.

Form Template Selection Quick Guide [page 328]

Learn to create rules to determine which form template is used for the output of a business document, under a defined set of conditions.

Output Channel Selection Quick Guide [page 329]

Learn to create rules to determine which output channel should be used for the output of a business document, under a defined set of conditions..

Configuring Reports [page 331]

The solution delivers predefined content for reports that are defined in your scope. Reports can also be defined by administrators for business users.

Party Processing [page 342]

You can determine involved parties for business transactions using party roles and the connected determination rules. This allows you to streamline team assignments, and ensure that business partners are correctly assigned to business documents in a way that matches your company processes.

Predetermining URLs for Direct Navigation [page 347]

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As an administrator, you can predetermine URLs that can be used to navigate your users directly to specific items of interest.

About Business Task Management [page 350]

Notifications can be sent to a user to inform him or her of preceding process steps which have been carried out in the system or special milestones that have been reached in a business process.

6.2.1 Choosing a Default Client

You have the ability to choose your own default clinet, but we recommend HTML5. Follow steps mentioned in this topic to set your default client.

To provide a richer application experience for your employees, the default client for your organization's users is preset to HTML5. You can change this setting.

HTML5 is the industry standard for dynamic interfaces and maximizes device compatibility while reducing the dependency on a third party.

Usage of HTML5 is optional, but we strongly recommend that you use it.

Prerequisites

● Web browsers

You have ensured that your users have access to the Web browsers that are supported.

● Mobile devices

You have ensured that any users who plan to use mobile devices are aware of the system requirements and support suggestions for mobile devices.

For more information, see SAP Cloud for Customer System and Software Requirements at SAP Help Portal .

Feature Comparisons

You can decide whether your users log on to the system with HTML5 or Microsoft Silverlight

®

, and change the default client accordingly. For more information about changing the default client, see Adapting the User Interface

for Your Company.

To help you decide which default client to use, we have created the following comparison:

Table 71:

Responsive UI HTML5 Microsoft Silverlight

®

Plug-and-play solution, with no addi­ tional software download required for each user.

Plug-and-play solution, with no addi­ tional software download required for each user.

Software must be installed on each cli­ ent.

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Responsive UI

Apps available for Apple, Android and

Windows mobile devices.

HTML5

Not Available

Microsoft Silverlight

Not Available

®

Offline capability available for some work centers. More work centers to be supported in future releases. For more info, see SAP Cloud for Customer, ex­

tended edition on SAP Help Portal .

Not Available Not Available

Examples of features that are available in Responsive UI include:

● Dashboard is available

● Cloud for Sales (Most work centers are functional in Responsive UI)

● Cloud for Service- Avaiable in Field

Service

For both Online and Offline list of limita­ tions, see SAP Cloud for Customer, ex­

tended edition on SAP Help Portal.

Examples of features that are available in HTML5 include the following:

● Interactive dashboards

Interactive dashboards allow you to get a big picture of your data, then zoom in by selecting a chart ele­ ment, or by selecting specific char­ acteristics, and applying filters. For more information, see: Using Inter­

active Dashboards.

● Deal finder

If your system is set up to support it, you can use the deal finder to se­ lect leads related to certain topics and add them to your pipeline. For more information about setup, see:

Configuring the Deal Finder.

● Influencer map

The influencer map allows you to visualize contacts and colleagues associated with an opportunity, and to prioritize the perceived utility of these contacts and colleagues in helping you close deals. For more information, see: Influencer Map.

● Migrate screen adaptation changes

You can migrate adaptation changes from a test system to a productive system, for example. For more information, see: Administra­

tor Adaptation Quick Guide.

● High-tech solution: Design Win Ex­

change

● SAP Cloud for Service: Respond to tickets using various channels. For more information, see: Processing

Tickets in the Agent Workspace.

Interactive dashboards, deal finder, and influencer map are only available on the

SAP Customer Insight app for iPad.

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Responsive UI HTML5 Microsoft Silverlight

®

Latest standard for internet technology, which also leverages browser features such as copy and paste, and even spell­ check in some cases.

Latest standard for internet technology, which also leverages browser features such as copy and paste, and even spell­ check in some cases.

Proven, stable solution: Existing technol­ ogy for SAP Cloud for Customer.

Faster response times than HTML5.

Faster response times.

Cache size must be increased by users.

Administrators must switch to the Mi­ crosoft Silverlight® client to do adminis­ tration and adaptation tasks. For more information, see Adapting the User In­ terface for Your Company. For more in­ formation, see: Adapting the User Inter­

face for Your Company.

Administrators must switch to the Mi­ crosoft Silverlight

®

client to do adminis­ tration and adaptation tasks. For more information, see: Adapting the User In­

terface for Your Company.

Administrators and users all use the Mi­ crosoft Silverlight

®

client.

Personalization and Adaptation coming in 2016.

Personalization, tabs, inline editing, and incident reporting are more intuitive

HTML5. For more information, see:

HTML5 in SAP Cloud for Customer.

Administrators can allow Microsoft Sil­ verlight

®

users to try the HTML5 experi­ ence. For more information, see: Adapt­

ing the User Interface for Your Company.

Responsive UI uses SAP Standard Blue

Crystal Theme.

The HTML5 client uses the skyline theme.

Administrators can choose among exist­ ing themes.

There are system requirements for browsers that support Responsive UI.

For more information, see the SAP Cloud

for Customer System and Software Re­

quirements on SAP Help Portal .

There are system requirements for browsers that support HTML5. For more information, see: SAP Cloud for Cus­

tomer System and Software Require­

ments.

Sticky notes and drag-and-drop capabili­ ties are fully supported.

Support for a wider array of tablet oper­ ating systems.

Support for a wider array of tablet oper­ ating systems. For more information, see: SAP Cloud for Customer System

and Software Requirements.

Not Available.

Dynamic surveys.

Page layouts for dynamic and role-based

UIs are supported in Online mode. In Off­ line mode – only Master Layout is sup­ ported.

Page layouts for dynamic and role-based

UIs.

Some work centers are not available in

Responsive UI.

Some work centers are not available in

HTML5. For a list of work centers that are not yet supported in HTML5, see:

Getting Started for HTML5.

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6.2.2 Configuring Job Definitions

Create job definitions manually or import a list from a file.

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

A job is a description of the duties of an employee as you would find it in the employment contract. The job consists of an ID and a name. It also has an expiry date, which initially is set to unlimited, but can be set to a specific date if a job should no longer be used. To create a list of the jobs required within your company, you can either enter job definitions manually or import them using the migration tool.

Business background

A job is a textual description of the duties of an employee as you would find it in the employment contract. The job consists of an ID and a name. It also has an expiry date, which initially is set to unlimited, but can be set to a specific date if a job should no longer be used.

When employees are assigned or hired to an org unit, they require an association with a job in the system. The job then characterizes the employee assignment and is also used in to fulfill service-related tasks.

In the

Show

dropdown in this view, you can display jobs according to the following criteria:

●

Active (Unlimited Validity)

: Shows jobs that have no expiry date.

●

Active (Limited Validity)

: Shows jobs that have an expiry date in the future.

●

Inactive

: Shows jobs that are outside their validity period.

●

All

: Shows all jobs.

Create or Upload Job Definitions [page 41]

To create a list of the jobs required within your company, you can either enter job definitions manually or import them using the migration tool.

Important tasks

Navigation

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Table 72:

Activity List [page 297]

Integrate and Extend Job Definitions

Create a New Job Manually

1. Select

Administration Business Operations Organization Job Definitions

.

2. Choose

New

. The

Define Job

screen appears.

3. Enter a

Job Name

and a

Job ID

.

Note

You cannot change the Job ID once the job has been saved.

4. Attach a

Job Description

, if required. To do this, click

Add

, and then attach your file or link.

You can replace a job description later, by editing the job and clicking

Replace

.

5. Click

Save

or

Save and Close

to save the new job.

Note

You can also create the next new job directly from this screen by clicking

New

.

The new job has been saved to the system and added to the

Job Definition

overview list that appears when you first access the work center view. Whether the job is

Active

,

Inactive

, or

Deprecated

depends on the expiry date.

Import Job Definitions Using the Migration Tool

You can import jobs with the migration tool. If you have created jobs in a test system (manually or with the migration tool), you can simply upload them to your production system using the migration tool instead of creating them all again manually.

● Migrate job definitions to your system

1. To start with data migration, you have to transmit source data to the migration staging area. You can do this in two ways:

○ Upload Text Files

This allows you to upload data for each tab separately, using one or more text files.

1. Select

Upload

, then

Data from Text File

.

In the window that appears, select the appropriate settings for the text file you want to upload.

Click

Upload

.

2. In the

Import Data from Text File

window, you can define individual column mappings. If you save your mappings, you can reuse them for other text files as well.

Click

Import Data

.

3. In the

Edit Source File

window, you can make changes to the data you are importing. You can navigate to the different tabs, but only data of the tab that you have uploaded is visible.

Click

Save and Close

.

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A window appears allowing you to enter a name and description for the uploaded file and the file is added to the list of source files.

You can now execute the migration of the file by clicking

Execute Migration

.

○ Create a Valid Source File Using a Migration Template

Enter legacy data in the migration template to create a valid source file. You can download the migration template using the

Prepare for Data Migration

activity in the

Prepare

phase, or using the

Perform Data Extraction

activity in the

Fine-Tune

phase of the activity list.

For detailed information on how to enter legacy data into migration templates, see the

Introduction

sheet and the

Field List

sheet of the template.

2. Access the Data Migration Tool:

Process your source file with legacy data as follows:

1. Make sure you have created a valid source file using a current migration template filled with legacy data.

2. Access the

Business Configuration

work center and choose the

Implementation Projects

view. Select your implementation project and click

Open Activity List

. Select the

Integrate and Extend

phase, then select the

Job Definitions

activity.

Note that data migration requires special user authorization. Your administrator can grant the required authorization (

Business Configuration

including the

Data Migration

view) in the

Application and User Management

work center.

3. Process the work steps in the migration tool. For more information, click the Help link within the migration tool.

4. When you have imported the source file successfully, set the migration activity in the activity list to

Completed

.

● Import job definitions from test system to production system:

If you originally created basic data in a test system, you can import it to your production system with minimum effort. Proceed as follows:

1. The system automatically extracted the data from your test system into a spreadsheet and uploaded it to the migration tool.

2. In the

Job Definition

activity in the

Integrate and Extend

phase, choose

Migrate job definitions using the migration tool

.

3. Under

Source Files

, select this spreadsheet and choose

Execute Migration

.

4. Process the file until you have successfully imported the data to the system.

● Copy basic data from production system to migration test system:

If you created basic data in a production system and are working in a migration test system now, the data was copied to the migration test system automatically already. In this case, you do not have to import it to the migration test system.

To reduce the effort, do not create basic data in the migration test system (this is a specific test system for migration only) initially. In this case, you would have to repeat creation in the production system.

You can verify migrated records in the

Job Definition

view of the

Organizational Management

work center.

Compare the data in your legacy system with the data that has been migrated to your SAP solution.

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6.2.2.1 Create or Upload Job Definitions

To create a list of the jobs required within your company, you can either enter job definitions manually or import them using the migration tool.

A job is a textual description of the duties of an employee as you would find it in the employment contract. The job consists of an ID and a name. It also has an expiry date, which initially is set to unlimited, but can be set to a specific date if a job should no longer be used.

When employees are assigned or hired to an org unit, they require an association with a job in the system. The job then characterizes the employee assignment and is also used in to fulfill service-related tasks.

For more information on how to create job definitions, review the

Activity List

for your project, open the

Job

Definitions

activity and refer to the system documentation links,

Read About...

.

In the

Show

dropdown in this view, you can display jobs according to the following criteria:

●

Active (Unlimited Validity)

: Shows jobs that have no expiry date.

●

Active (Limited Validity)

: Shows jobs that have an expiry date in the future.

●

Inactive

: Shows jobs that are outside their validity period.

●

All

: Shows all jobs.

Parent topic: Configuring Job Definitions [page 302]

Tasks

Create a New Job

1. Click

New

. The

Define Job

screen appears.

2. Enter a

Job Name

and a

Job ID

.

Note

You cannot change the Job ID once the job has been saved.

3. Attach a

Job Description

, if required. To do this, click

Add

, and then attach your file or link.

You can replace a job description later, by editing the job and clicking

Replace

.

4. Click

Save

or

Save and Close

to save the new job.

Note

You can also create the next new job directly from this screen by clicking

New

.

The new job has been saved to the system and added to the

Job Definition

overview list that appears when you first access the work center view. Whether the job is

Active

,

Inactive

, or

Deprecated

depends on the expiry date.

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6.2.3 Configuring Employees

You can create employee records manually, or upload employee data via migration tool in the implementation project activity.

Accurate employee data is essential to keep your business running smoothly — whether to make job titles, organizational assignments and reporting lines transparent to your workforce, or simply to ensure that your colleagues’ contact information is always up-to-date.

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

Choose

Administration Business Operations

, then

Employees

, to view, create and edit employee data.

You have decided whether you want to create employee records manually, or upload employee data via the migration tool in the implementation project activity

Migration of Employee Data

.

Important tasks

Create employees

1. In the worklist of the

Employees

view, choose

New

, then choose

Employee

.

2. Enter as much personal, organizational and contact information as you require.

3. If you have implemented SAP Cloud for Sales and integrated your solution with Microsoft Outlook

®

, then ensure that you specify a unique e-mail address for each employee you create.

4. Choose

Save

.

Edit or delimit employee records

1. In the worklist of the

Employees

view, select an employee record, then choose

Edit

.

2. Edit as much information as you require.

3. If you want to delimit the validity of an employee record, enter the appropriate date in the

Valid To

field. From this date onward, this employee record can not be used for new business processes.

4. Choose

Save

.

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Assign business roles to employees

Maintain business user attributes and access rights

Add employees to customer service units

If you have implemented SAP Cloud for Service, then you can add employees to customer service units, if desired.

Replicate employee data to integrated systems

If you have integrated your solution with an SAP Customer Relationship Management (SAP CRM) or SAP ERP system, then you can replicate employee master data changes within those systems to SAP Cloud for Customer.

For more information, see Working in the Employee Staging Area [page 258]

.

6.2.4 Configuring Activities

In this activity you can do configuration settings required for activities.

To find this activity, go to the

Business Configuration

work center and choose the

Implementation Projects

view.

Select your implementation project and click

Open Activity List

. Select the

Fine-Tune

phase, then select the

Activities

activity from the activity list.

Business background

Party Processing

Business partners is the collective term for all the companies and people you interact with in your business, and includes accounts, contacts, partners, and employees. When you create a document, you can designate a business partner as an involved party and assign them a role.

Example

You can create a sales quote and add an account as the ship-to party. In this case, the account is the business partner, and ship-to is the party role.

The ship-to account may be a subsidiary of a parent company, which is a different account. You may have the parent company account as the bill-to party.

You can designate roles for sales quotes, leads, opportunities, service tickets, or activities. You can then automatically determine involved parties for these business transactions and documents using determination rules and master data.

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For more information, see Party Processing.

Tasks

Maintaining Categories

With this activity you can add and delete your own categories for your documents. You can use the categories to classify your documents.

Note

This list is used for activities, leads, and opportunities, depending on your scoping. However, if you modify an entry in one context, then the entry will accordingly be modified in the others.

Adding a Category

1. Click

Add Row

.

2. Enter a

Category Code

beginning with a

Z

.

3. Save your entries.

Deleting a Category

1. Select a line and click

Delete

.

2. Save your changes.

Note

You cannot delete all category assignments. At least one category must be assigned.

If you delete entries here that are used in documents, the technical codes are staying in the documents and only the code descriptions are removed.

Assigning Categories

With this activity you specify which of the categories you want to use to classify your activities.

Adding a Category

1. To add a category select first the

Activity Type

and then click

Add Row

.

2. Select the

Category

you want to use.

3. Save your changes.

Deleting a Category

1. To delete a category, select it, then click

Delete

.

2. Save your changes.

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Note

A defaulting does only work with the following categories:

● Customer visit (Appointment)

● Business e-mail (E-Mail)

● Telephone call (Phone Call)

● Preparation (Activity Task)

Maintaining Document Types

With this activity you can create own document types and use them in the system to filter your documents and within the reports.

Adding a Document Type

1. Click

Maintain Document Types

.

2. Click

Add Row

and enter the required document type code and a description.

3. Save your changes.

Deleting a Document Type

1. Select the entry you want to delete and click

Delete

.

2. Save your changes.

Note

You can't delete used document types.

Maintaining Static Rounding Profiles

With this activity you can create static rounding profiles that you can use in

Products

at the sales organization and distribution channel level.

Creating Static Rounding Profiles

1. Click

Materials

.

2. Select

Add

under the

Rounding Profiles

table, and enter the

Profile ID

and

Description

.

3. Select the relevant row in the

Rounding Profiles

table and click

Add

under the

Rounding Profile Configuration

table.

4. Enter the

Threshold Value

and

Rounding Value

.

5.

Save

your changes.

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Maintaining Involved Parties for Appointments, Tasks, E-Mails, and Phone

Calls

The following steps are valid for maintaining the involved parties for all activity types: Appointments, Tasks, E-

Mails, and Phone Calls. Therefore they are not repeated separately for each fine-tune activity.

● Adding or editing party roles

1. Click

Maintain Involved Parties

.

2. Under

Party Role Assignments

click

Add Row

.

3. Select a

Party Role

from the drop-down list.

4. Decide whether the role should be, for example, active, mandatory, unique, or should be forbidden for manual changes.

5. Save your changes.

6. Then click

Maintain Determinations

where you can edit the determination for the newly added party role.

● Deleting role assignments

1. Select the line you want to delete.

2. Click

Delete

.

Note

You can delete only self-created assignments. Pre-delivered content cannot be deleted.

6.2.4.1 Configuring Activity Lists

Configuration required for using the activity lists is described in this topic.

An activity list is a collection of activities such as appointments, phone calls (Outbound) and tasks. Activity lists can be created from a group of accounts or contacts and contain information around the scheduling of an activity and the involved parties. An activity list enables sales management or operations to organize and group calls and assign the same to a sales representative.

To create a new activity list, you must select an account or a contact. On selection of account (or a contact), a new activity gets created and user can add the required attendee / participants as involved parties. To create activity lists for a group of accounts or contacts, you can also multi-select accounts or contacts in the list.

Configuration

To use the activity lists feature, scope the question

Do you want to record information from activity lists in your system

under

Business Configuration Edit Project Scope Questions Sales Account and Activity

Management Activity Management Group: Activity Lists

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Template Based Activity Lists with Owner Determination

The activity list header can be used as a template to generate activities. However, note that open activities that may be added manually to activity lists will not be affected. You can also generate activities for multiple accounts or contacts by multi-selecting from account or contact list.

The template includes the following fields:

● Activity Name

● Duration

● Gap

Note

If gap = 0, then all activities shall be generated with same start date, time and duration

● Due Date

Note

If due date is not maintained, then the start and end time of the activity list get determined based on the

Duration

&

Gap

maintained at header.

● Category

● Priority

● Notes

Note

Details like notes, subject, category and priority get transferred from the header to the activities added.

● Attachments

● Owner Determination

Note

Set this flag if you need to default the logged in user as the owner of the activity list. Adding an owner and activating an activity list assigns owner to all activities. If this flag is not set, you can follow the standard owner determination path.

How Activity Lists Work

Some key highlights of how to work with activity lists:

● If you need to edit an activity list, click on

Actions

and change the status to

In Preparation

.

● Once activated, the activity list is automatically scheduled using the start and end date of the activity list. You can also manually schedule the activity list by changing the start and end date and time and activating the activity list.

● To schedule activities in sequence, maintain the duration and gap and further do not enter the start date and time.

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6.2.5 Configuring Products

Products help your colleagues drive sales activity and monitor customer satisfaction.

Choose

Products Product Administration

to perform administrative tasks that relate to products. Your sales colleagues can add products to leads, opportunities and sales quotes, or assign products as a category for surveys, while your service colleagues can work with products as a criterion for categorizing, routing, or analyzing the text of customer tickets.

You have decided whether you want to create products manually, or upload data for products via the migration tool in the implementation project activity

Migration of Materials

.

Configuring Product Categories [page 315]

Product categories help you organize products more easily by gathering them into recognizable entities.

Creating and Maintaining Product Lists [page 318]

With product lists, you can combine a set of products associated with an account.

Important tasks

Create products

To create products manually, proceed as follows:

1. Choose

Products Product Administration

.

2. On the following screen, choose

New

.

3. Enter the required information.

Note

Once your entries are saved, you can no longer change the

ID

.

4. Save your entries.

You can also create products by selecting an existing product and clicking on the

Copy

option. This copies the product’s General data,

Overview

,

Sales

,

Attachments

, and

Quantity Conversion

data. You can then edit the data to suit your requirements. On clicking

Save

, a new product is created.

Note

Some data that does not get copied includes

Price List

,

Customer Part Number

, and

Product ID

.

Add or change product images

1. Choose

Products Product Administration

.

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Note

You cannot add or change product images in the

Products

tab. You can only do so under

Products

Product Administration

.

2. Open the product.

3. Choose

Actions Change Image

.

4. Choose

Browse

.

5. Specify the file of the image to be assigned to the product from now on, then choose

OK

.

6. Save your entries.

Note

You can also scope your solution to enable users to add product images to sales quote form templates. While scoping your solution, choose

Sales New Business Communication for New Business

, then answer the corresponding question.

Add minimum order quantity, and sales notes

1. Open the product.

2. Select the

Sales

tab.

3. Choose

Add

.

4. Specify the sales organization and distribution channel, then choose

OK

.

5. Specify the sales unit of measure and the minimum order quantity.

6. If desired, choose

Sales Notes

to enter language-dependent information for this product.

7. Save your entries.

Add a customer part number

1. Open the product.

2. Select the

Sales

tab.

3. Create a new row for sales organization and distribution channel or select an existing one, and click on the

Customer Part Number

tab.

4. Click on

Add Row

.

5. Enter the

Customer

,

Customer Part Number

, and

Description

details.

6. Save your entry.

Assign a Static Rounding Profile

1. Open the product.

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2. Select the

Sales

tab

3. Create a new row for sales organization and distribution channel or select an existing one, and click on the

Sales

sub tab.

4. Select the relevant

Rounding Profile

from the dropdown list.

Note

The

Rounding Profile

field is hidden by default. You can enable it through the

Personalize

option.

5.

Save

your entries.

Change the status for products and competitor products

1. Choose

Products Product Administration

.

2. If necessary, personalize this screen to make the

Status

column visible.

3. Open the product whose status you want to change.

Note

By default, the system only displays products whose status is

Active

. If you want to display products whose status is

Blocked

, then use the

Advanced Search

option.

4. Change the status as follows:

○ For an active product, choose

Actions Block

.

○ For a blocked product, choose

Actions Activate

.

Note

○ You can determine the status of the corresponding sales organization within the

Sales

table. If the status of the sales organization is active, and if you block the product, then the status of the sales organization is set to

Blocked

as well. However, if the status of the sales organization is blocked, and if the status of the product is active — but you decide to block it — then if you later activate the product anew, the sales organization status will not change.

○ If the status of a product is

Blocked

, then you cannot change the status of the corresponding sales organization.

Use products to route tickets

You can use products as a criterion for routing customer tickets to your service colleagues. For more information,

see Defining Rules for Ticket Routing [page 467] .

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Related Information

Configuring Product Categories [page 315]

Creating and Maintaining Product Lists [page 318]

Configuring Employees [page 306]

6.2.5.1 Configuring Product Categories

Product categories help you organize products more easily by gathering them into recognizable entities.

Product categories help your colleagues organize products more easily by gathering them into recognizable entities.

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

Choose

Administration Business Operations

, then

Product Categories

, to create and edit your product categories, and to organize them into a product category hierarchy.

Parent topic: Configuring Products [page 312]

Related Information

Creating and Maintaining Product Lists [page 318]

Tasks

Create the root product category

1. Choose

New Hierarchy

.

2. In the first row of the table, enter the

Product Category ID

.

3. In the

Details

section, specify the additional details for the root product category, as follows:

○ In the

Product Category

field, enter the product category description.

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○ Choose the

Language

for the new product category.

Tip

It is not best practice to allow users to assign products to the root product category. We therefore recommend that you deselect the

Product Assignment Allowed

checkbox of the root product category.

4. Choose

Save

.

You can now add product subcategories, and organize a product category hierarchy.

Create a product category

1. Choose

Maintain Product Categories

to open the

Product Categories

editor.

The

Table

view of the

Product Categories

editor is displayed by default.

2. Select the product category to which you want to add a subcategory.

3. Choose

Actions

, then

Add Subcategory

.

The new category is added as a blank row.

4. Enter the

Product Category ID

in the new row.

5. In the

Details

section, specify the additional details for the product category, as follows:

○ In the

Product Category

field, enter the product category description.

○ Choose the

Language

for the new product category.

○ To allow products to be assigned to the product category, select the

Product Assignment Allowed

checkbox.

6. Choose

Save

.

Upload product categories

You can also upload product categories into your solution with the migration tool that is available in the implementation project activity

Product Category Hierarchy

.

Organize product categories in Table view

1. Open the

Product Categories

editor.

2. Before you begin to organize them, expand or collapse the levels of your product category hierarchy as required.

3. Within the product category hierarchy, move product categories up or down, as follows:

1. Select the product category you want to move.

2. Choose

Actions

, then

Move Product Category

.

3. Enter the product category ID of the destination product category.

In response, the product category becomes a subcategory of the destination product category.

4. Choose

Save

.

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Organize product categories in Chart view

1. Open the

Product Categories

editor.

2. Choose

Chart

to display the

Chart

view of the

Product Categories

editor.

3. Expand or collapse the levels of your product category hierarchy, as required, and adjust your view of the product category hierarchy by zooming in or out, as follows:

○ To focus on a particular category, select the category and choose

Actions

, then

Zoom In

. Alternatively, choose the arrow in the lower right corner of the category and select

Zoom In

.

○ To zoom out again, select the category and choose

Actions

, then

Zoom Out

. Alternatively, choose the arrow in the lower right corner of the category and select

Zoom Out

.

4. Within the product category hierarchy, move product categories up or down, as required.

5. Choose

Save

.

Delete product categories

1. Open the

Product Categories

editor.

2. Select the product category that you want to delete.

3. Choose

Actions

, then

Delete

.

Note

You can only delete a product category if no products are assigned to it or any of its subcategories.

4. Choose

Save

.

Use product categories to route tickets

You can use product categories as a criterion for routing customer tickets to your service colleagues. For more information, see

Defining Rules for Ticket Routing [page 467]

.

Related Information

Configuring Products [page 312]

Creating and Maintaining Product Lists [page 318]

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6.2.5.2 Creating and Maintaining Product Lists

With product lists, you can combine a set of products associated with an account.

When you create a sales quote for an account that has an associated product list, the product list will appear at the end of the form after you choose

New

. To create a product list, enable the

Product Lists

view in the

Products

work center. There you then can create a list, and use it in your quote when the list is activated.

Parent topic: Configuring Products [page 312]

Related Information

Configuring Product Categories [page 315]

Business background

Migrating Product Lists

You can migrate product lists from external sources to SAP Cloud for Customer using migration templates.

Access Control for Product Lists

You can also restrict the access to product lists to the responsible employee or own restrictions.

Extensibility

You can extend the product lists with your own fields and also add costs to the product lists.

Important tasks

Creating Product Lists

1. To create a product list, choose the

Product Lists

view in the

Products

work center and click

New

.

2. Enter a description, a validity, and decide whether the list is valid for all accounts and whether it should be proposed automatically.

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3. Click

Save and Open

.

4. On the

Products

tab add the products you want to have in the list and enter a proposed quantity that should be entered automatically, for example, in a sales quote. Here you can also enter products with a specific validity period. The fields

Valid From

and

Valid To

are personalized hidden.

5. If the list is only valid for specific accounts or target groups, add them on the

Accounts

tab.

Note

○ The

Accounts

tab disappears when the list is valid for all accounts.

○ In case you use an account hierarchy and you want to include it in the determination, also all subordinate accounts are determined.

6. You can narrow the determination additionally by adding sales areas and sales territories on the

Sales

tab.

Note

Be aware that in this case the product list will only be determined if the sales document has the correct account, sales area, and sales territory maintained.

7. Now you can save your product list and activate it.

Copy a Product List

To copy a product list, choose the

Product Lists

view in the

Products

work center and open the list you want to copy. Then click

Actions Copy

.

6.2.6 Configuring Currencies

All currencies are predefined according to ISO code list 4217. You can use this fine-tuning activity to view all currencies available in your system, and can also maintain the currency for your company and its organizational structures. The maintained currency displays the currency code, description, the decimal value, and the rounding value.

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

Your company has decided to maintain the type of currency for your company’s organizational structure. In the

Administrator

work center, under fine tuning, maintain the activity for currency.

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Example

For Swiss Francs, the predefined rounding value is 0.05. This means that rounding is done to multiples of 0.05

CHF as per common business practice. However, you have the option of setting it to 0.01, which means no rounding is done.

Maintaining Exchange Rates for Foreign Currencies [page 321]

You can maintain exchange rates between different currencies in several ways.

Navigation

Table 73:

Activity List Fine Tuning

Choose

Business Configuration Open Activity List Fine-

Tune Currencies

Note

Remember to add the currency activity to your project to maintain and edit entries.

You also have the option of translating the description into any of the supported languages.

Setting Currency During Org Structure Setup

Tip

Decision Point

Why do you need to set the currency?

It is mandatory to set a currency for your company’s org structure during the setup stage. All consecutive sales activities would display in that currency. If you do not set your currency type, then SAP Cloud for Customer displays in USD, which is the default currency.

Under

Administrator Org Structures

, you establish your organizational sales structure as a prerequisite to going live. For details on configuring and maintaining the org structure, refet to Configuring Organizational

Structures.

To establish your organizational structure, proceed as follows:

1. Select

Administrator Org Structures

2. In the

Effective From

field, specify today’s date

3. Choose New Org Unit

4. Under Definitions, select the

Company

checkbox for this org unit

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5. Under Definitions, specify the

Country of Registration

and

Default Currency

for this org unit

The default currency that you specify will cascade downward to all subordinate sales units, and will appear, by default, on all sales documents.

Currency and Quantity Conversion

If a currency field is selected in a condition, currency conversion will be performed during runtime. The currency amount in the condition will be converted into the currency used in the related business object.

Example

The condition specifies that a notification will be sent if the net value is greater than 100 EUR. The net value in the related business object is 80 USD. The system will convert 100 EUR into USD and compare the value in the condition with the one in the business object to determine whether to send a notification.

Note

If a quantity field is selected in a condition, quantity conversion will be performed during runtime.

If the quantity in the condition is product-related, quantity conversion will not be performed.

Example

The conversion will not be performed if the quantity unit in the condition is “each” and the quantity unit in the business object is “pallet.”

If there is just one quantity in the related business object, for example, in the header of a business document, quantity conversion will be performed if the quantity unit is not product-related. For example, the conversion will be performed if the quantity unit in the condition is “meters” and the quantity unit in the business object is

“centimeters.”

6.2.6.1 Maintaining Exchange Rates for Foreign Currencies

You can maintain exchange rates between different currencies in several ways.

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

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You can maintain exchange rates between different currencies in one of the following ways:

● By manually adding or by importing exchange rates from a Microsoft Excel® document, under

Administrator Exchange Rate for Foreign Currencies .

● By replicating exchange rates from an SAP ERP system to SAP Cloud for Customer, by scheduling a periodic job under

Administrator Exchange Rate Request

.

Note

Only ISO currencies maintained in SAP ERP will be replicated to the SAP cloud solution.

1. You have selected the

Exchange Rates

scoping questions during business configuration.

Note

For more information on scoping, see Enabling Features in Scoping for SAP Cloud for Sales.

2. You have maintained a communication arrangement for the communication scenario

Request Exchange Rate

From External Sources

.

Parent topic: Configuring Currencies [page 319]

Navigation

Table 74:

Scoping

Communication Arrangement

Questions

Choose

Communication and Information Exchange

Integration with External Applications and Solutions

Integration of Master Data Exchange Rate

Choose

Administration Integration Communication

Arrangements

Exchange Rate Request

You have to initiate the process for an exchange rate request first. To do so:

1. Go to

Administration Exchange Rate Request

2. To schedule a job for replicating exchange rates from an external system, click

Schedule

3. Select the scheduling options, and save the scheduled job

Once the scheduled job runs successfully, the exchange rates will be replicated and visible under the

Exchange

Rate for Foreign Currencies

tab.

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You can enter current exchange rates by either adding a new row or editing or copying existing exchange rates.

Outdated exchange rates are stored in the exchange rate history. Exchange rates are stored time-dependant on a minute level. Business Processes/Business Objects may access exchange rates on a daily basis only. In this case the entry with the highest time per day is used.

Internally, date and time is stored in UTC time zone. For a daily exchange rate access the date in UTC time zone is relevant. For your convenience, date and time are displayed in the time zone assigned to your user or the time zone assigned to your tenant. However, due to the required conversion the date may change. The Excel based data maintenance displays the UTC date and time.

6.2.7 Maintaining Quantities and Units of Measure

You can maintain the quantity for a product, and can define and maintain trading, and physical units of measure for the same. See this topic for details on how you can maintain this data.

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

Your company has decided to maintain units of measure and has added it to your activity list.

Navigation

You can access this feature to maintain your trading/physical units of measure from

Fine-Tune

, under business configuration.

Table 75:

Scoping Fine-Tune

Choose

Business Configuration Implementation Projects

Open Activity List Fine-Tune Quantities and Units of

Measure

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Quantities

You can maintain the quantity for a product for a lead or opportunity as follows:

1. Open the lead or opportunity to which you want to add a product.

2. Choose

Products Add

.

3. Enter the category, quantity, and unit of measure, if necessary.

4. Save your changes.

The product now appears in the lead or opportunity.

Tip

To edit the quantity, go to the products tab of the opportunity or lead, update the appropriate column, and save your entries.

Units of Measure

You can define and maintain trading units of measurement as follows:

● Trading Units

○ A trading unit of measure is a quantity that you can define to simplify business processes.

Example

Crate, box, and pallet.

● Physical Units

○ A physical unit of measure is a standardized quantity that is used to measure a physical property. It is a fixed reference quantity and an internationally-recognized standard measurement.

Example

One meter has a fixed value of one hundred centimeters.

Create and Maintain Trading Units

For the purposes of quantity conversion, you can further define your new trading UoM by referencing a predefined

UoM in the

Product Data

tab. Any new trading UoM that you create can be used internally but not for electronic transactions between one business and another (B2B Communication) unless the new UoM is common to both business partners. UoMs shipped by SAP adhere to the UNECE standards and can be used for B2B

Communication.

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Note

You can only delete UoMs with the status In Preparation. Only UoMs with the status Released are displayed on the interface.

To create and maintain trading units, follow these steps:

1. Click on

Create and Maintain Trading Units

2. Click on

Add Row

to add a new trading unit

3. Click on a row to edit

4. Click on

Remove

to delete a record

Note

When creating your entries in the table, the unit must begin with the letter Z.

Maintaining Physical Units

Any new physical UoM that you create must reference another predefined physical UoM. This UoM can be used internally, but not for electronic transactions between one business and another (B2B Communication) unless the new UoM is common to both business partners. UoMs shipped by SAP adhere to the UNECE standards and can be used for B2B Communication.

Note

You can only delete UoMs with the status In Preparation; only UoMs with the status Released will be shown on the user interface.

The reference offset and factor are used to convert quantities between the Reference UoM and the new physical

UoM. The reference offset is only used in a limited number of cases.

Example

When converting Centigrade to Fahrenheit.

The formula used for conversion is: (Quantity in Reference UoM * Reference Factor) + Reference Offset = converted quantity.

Example

To convert 100 degrees Centigrade to Fahrenheit you set a reference offset of 32 and a reference factor of 1.8.

The formula would look like this (100*1.8) + 32 = 212 degrees Fahrenheit.

The symbol represents the UoM. Most physical UoM symbols are recognized internationally.

Example kg for kilogram and lb for pound.

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To create and maintain physical units, follow similar steps, as mentioned in the trading units section above.

6.2.8 Enable Single Sign-On

You can enable single sign-on (SSO) for your users, offering them the convenience of logging on once to gain access to multiple features in the solution.

Single sign-on may also reduce the amount of lost password calls to your support desk. Microsoft Outlook

®

and

IBM Lotus Notes

®

support SSO.

For information about SSO and other security topics, see the

SAP Cloud for Customer Security Guide

on the SAP

Service Marketplace at http://service.sap.com/cloud4customer . An SAP Service Marketplace Open ID is required to access this information. If you, as an administrator, do not have a user ID, then visit the SAP Service

Marketplace at http://service.sap.com/request-user to request an ID.

6.2.9 E-Mail and Fax Queues Quick Guide

Learn to manage all documents that are output to the output channels for fax and e-mail in the

E-Mail and Fax

Queues

view.

In the E-Mail and Fax Queues view, administrators can manage all documents that are output to the output channels fax and e-mail. You can view all jobs that are waiting to be processed and which have already been processed and check the status of each job. A job can have one of the following statuses:

●

Waiting

The job has not yet been processed by the system.

●

In Process

The system is processing the job.

●

On Hold

The job has been manually put on hold, for example, while a technical error is being corrected.

●

Failed

There was an error while processing the job. To view the cause, select the document from the list. An error description is displayed under

Output Details

.

●

Completed

The job has been processed and the document sent by e-mail or fax.

Note

If an error occurs, an output error task is created and sent to the document owner, who can view the tasks under

Home Work Inbox

. It is also possible for administrators to take over and resolve a task belonging to another user.

Depending on your solution, you can access this view from the

Application and User Management

or

Administrator

work center under

Input and Output Management

.

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Business background

Output Management

Output management comprises all activities related to the output of documents in print, e-mail, or fax format.

Form-based documents can be output on an ad hoc basis or as an integrated part of a business process.

For more information, see

Output Management

in the Help Center of your solution.

Tasks

Delete a Job

1. In the

E-Mail and Fax Queues

view, select a job with the status

Waiting

,

On Hold

, or

Failed

.

2. Click

Delete

.

The job is deleted.

Restart a Job

1. In the

E-Mail and Fax Queues

view, select a job with the status

Failed

.

2. Click

Restart

.

The job is resent to the business partner’s e-mail address or fax number.

Put a Job on Hold

1. In the

E-Mail and Fax Queues

view, select a job with the status

Queued

.

2. Click

Hold

.

The job is put on hold until you manually resume the job.

Resume a Job

1. In the

E-Mail and Fax Queues

view, select a job with the status

On Hold

.

2. Click

Resume

.

The document is sent to the output channel defined in the document's output settings.

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6.2.10 Form Template Selection Quick Guide

Learn to create rules to determine which form template is used for the output of a business document, under a defined set of conditions.

In the

Form Template Selection

view, administrators can create rules that are used to determine which form template is used for the output of a business document under a defined set of conditions. A default assignment of form templates to documents is provided by SAP. If you create new templates, you must create a form template rule to define when the templates are used.

You can either define a form template rule that applies to all instances of the selected business document, or you can use the parameters provided to create more complex rules. If you have created more than one rule for a document, you also need to define the sequence of the rules. The system processes the rules in the order in which they appear in the table until a rule is found for which the conditions are met. Therefore, enter more specific rules at the top of the list and generic rules at the bottom. Note that if you create a rule and leave a parameter blank, then this is handled as a wildcard, and any value is considered as having fulfilled the condition.

Note

Note that in some cases, a business document represents a group of related document types. For example, the business document Customer Invoice includes invoices, credit memos, correction invoices, and down payments.

Depending on your solution, you can access this view from the

Application and User Management

or

Administrator

work center under

Input and Output Management

.

Business background

Output Management

Output management comprises all activities related to the output of documents in print, e-mail, or fax format.

Form-based documents can be output on an ad hoc basis or as an integrated part of a business process.

For more information, see

Output Management

in the Help Center of your solution.

Forms

Form templates are used to define the content and layout of documents that can be output from the system.

For more information, see Forms.

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Tasks

Create a Form Template Rule

1. In the

Form Template Selection

view, select the business document for which you want to create a form template rule from the

Show Rules For

drop-down list and click

Go

.

2. Click

New

.

The

Create Form Template Rule

activity opens.

3. From the

Form Template

drop-down list, select a form template.

4. Under

Parameter Settings

, enter the parameters for which you want this rule to apply.

The parameters available to you depend on the business document selected. These parameters determine when the form template selected in the previous step is used to output the document. Note that if you leave a parameter blank, this acts as a wildcard.

5. Save your changes.

Note that you may now have to adjust the sequence in which the form template rules are applied in order to ensure that the rule is applied by the system correctly. See

Change the Sequence of Form Template Rules

below.

Change the Sequence of Form Template Rules

1. In the

Form Template Selection

view, select the business document for which you want to change the sequence of form template rules from the

Show Rules For

drop-down list and click

Go

.

2. Click

Change Sequence

.

3. On the

Change Sequence

screen, use the

Move Up

and

Move Down

buttons to change the order of the rules.

The system processes the rules in order of their appearance in the list starting at the top. The more specific the rule, the higher it should be placed in the list.

4. Save your changes.

6.2.11 Output Channel Selection Quick Guide

Learn to create rules to determine which output channel should be used for the output of a business document, under a defined set of conditions..

In the

Output Channel Selection

view, administrators can create rules that are used to determine which output channel should be used for the output of a business document under a defined set of conditions. By default, all documents are sent to the output channel printing where they are collected in the default print queue. Documents sent to the default print queue can be printed manually by the document owner.

You can either define an output channel rule that applies to all instances of the selected business document, or you can use the parameters provided to create more complex rules. If you have created more than one rule for a document, you also need to define the sequence of the rules. The system processes the rules in the order in which they appear in the table until a rule is found for which the conditions are met. Therefore, enter more specific rules at the top of the list and generic rules at the bottom. Note that if you create a rule and leave a parameter blank, then this is handled as a wildcard, and any value is considered as having fulfilled the condition.

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For example, an output channel rule has already been created specifying that all sales orders should be output as e-mail. You now want to ensure that all sales orders sent to a particular business partner are output as fax. To do this, you need to create a new output channel rule for the Sales Order business document. Specify fax as the output channel and in the parameter settings enter the name of the business partner. After you have created the rule, you need to change the order of the rules in the table to ensure that this rule is applied by the system before the generic rule. To do this change the sequence of the rules and move the new rule to the top of the list.

Note

Note that in some cases, a business document represents a group of related document types. For example, the business document Customer Invoice includes invoices, credit memos, correction invoices, and down payments.

Depending on your solution, you can access this view from the

Application and User Management

or

Administrator

work center under

Input and Output Management

.

Business background

Output Management

Output management comprises all activities related to the output of documents in print, e-mail, or fax format.

Form-based documents can be output on an ad hoc basis or as an integrated part of a business process.

For more information, see

Output Management

in the Help Center of your solution.

Tasks

Create an Output Channel Rule

1. In the

Output Channel Selection

view, select the business document for which you want to create an output channel rule from

Show Rules For

drop-down list and click

Go

.

2. Click

New

.

The

Create Output Channel Rule

dialog box opens.

3. From the

Output Channel

drop-down list, select an output channel.

The list of output channels that are available depends on the business document you selected. In general, you can send business documents electronically by fax or e-mail, or you can send the document to a printer. If you choose printer as the output channel, you need to specify a print queue and the number of copies you want to print.

4. Under

Parameter Settings

, enter the parameters for which you want this rule to apply.

The parameters available to you depend on the business document selected. These parameters determine when the output channel selected in the previous step is used to output the document. Note that if you leave a parameter blank, this acts as a wildcard.

5. Save your changes.

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Note that you may now have to adjust the sequence in which the output channel rules are applied in order to ensure that the rule is applied by the system correctly. See

Change the Sequence of Output Channel Rules

below.

Change the Sequence of Output Channel Rules

1. In the

Output Channel Selection

view, select the business document for which you want to change the sequence of rules from the

Show Rules For

drop-down list and click

Go

.

2. Click

Change Sequence

.

3. On the

Change Sequence

screen, use the

Move Up

and

Move Down

buttons to change the order of the rules.

The system processes the rules in order of their appearance in the list starting at the top. The more specific the rule, the higher it should be placed in the list.

4. Save your changes.

6.2.12 Configuring Reports

The solution delivers predefined content for reports that are defined in your scope. Reports can also be defined by administrators for business users.

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

Important tasks

Create and Edit a Report

Administrators can create and edit reports using the Report Wizard from any of the following paths:.

●

●

(beta) Administration

(beta) Administration

Operations

Operations

Design Reports New

Design Data Sources

and choosing

New

Report

or and then choosing

Report As Copy

Report

.

.

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The procedure is as follows:

1. Define Report and Select Data Source

Note that due to the complexity of some SAP delivered Analytics content, not all data sources and the objects they include are available to administrators to create key figures, data sources, and reports.

Note

You do not have to complete all steps; only the first step is mandatory. This is indicated by an asterisk (*).

You can create a report by entering a name, selecting a data source, and clicking

Finish

.

1. Enter a name and description for the report.

We recommend providing a description for the report so that the business user can identify the use of the report after you have assigned the report to the relevant work center views and corresponding work centers.

2. Select a data source for the report. A data source provides the characteristics and key figures used in a report. It also serves as the basis for further reporting objects, such as key figure structures or grids.

To select a data source, you can either enter the ID or select a data source from the value selection.

Note

When you select a data source, one or more supported access context are displayed. When you assign the report to a work center or work center view, the access context of the report and the work center or work center view should match.

3. You can also set further properties for the report:

○

Enable for Mobile Device

By selecting the checkbox, the report type is set to

Mobile Report

.

○

Only for Master Data

By selecting the checkbox, you can create a report without any key figures. The system then skips step 2. This is useful if you want to create list reports, such as a list of customers.

○ If the report you want to create is a copy of a report that has navigation targets, the

Copy With

Navigation

checkbox is also available. By selecting the checkbox, the system also copies the navigation targets in the source report to your report.

2. Select Key Figures

In this step, you select the key figures to be used in the report. From the

Show

dropdown list, you have the following options:

○ All

All key figures and key figure groups available in a data source are displayed.

○ Customer Created Key Figures

Key figures created by administrators are displayed.

○ Key Figure Group

Using this selection option, you can choose either a key figure structure or a key figure grid.

○ Key Figures

○ Selected Key Figure Group / Key Figures

You can also create calculated and restricted key figures by clicking

Create

. For more information, see Create

New Key Figure section below. .

3. Select Characteristics

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The characteristics that are available in the data source are listed. Dimensions, that is, the criterion by which characteristics are categorized, can assist you in selecting relevant characteristics. Characteristics may be selected by default.

To determine whether the characteristic has a predefined restriction or if it has a variable associated with it, you can add the

Has Variable

and

Value Selection

columns.

To add the columns, click

Personalize

, choose the

This Page

option, and select the fields from the list.

If the characteristic has

No Value Selection

, there are no predefined restrictions. You can create restrictions or add a variable in the next step.

4. Define Characteristic Properties

For each characteristic available, maintain the following properties.

○ Display Settings

○ The

Display in Report

checkbox shows whether a characteristic is displayed in the

Not Currently

Shown

list in the navigation pane when the report is displayed in a Web browser. If the checkbox is not selected, the characteristic can still be used in the

Selection

area in the report and for restricted key figures.

○ To change the name of characteristics that are displayed to business users in a report, you can rename characteristics. In the

Rename Characteristic To

field, enter the new name of the characteristic.

○ By selecting the

Show Master Data Value

checkbox, you can display the values of a characteristic in the report regardless of whether there are key figure values.

Example

By selecting the

Show Master Data Value

checkbox for the Customer characteristic, all customers are displayed in the report.

○ Value Selections

Any defined value selections are also listed. The following table describes the options available under

Value Selection

.

Table 76:

Value Description

No Value Selection The characteristic is not restricted.

Using Variable

Fixed Value Selection

The characteristic can be restricted using a variable.

If you select

Using Variable

, the characteristic can be restricted to one or more value selections using a variable. In the

Define Variables

step, you can maintain properties for the variable.

On the variable screen, you can restrict the characteristic using a variable or save a set of value selections for the selection.

You can set fixed value selections for the selected characteristics.

Note that if the characteristic is already restricted to one or more fixed value selections you cannot change fixed value selections.

If you select

Fixed Value Selection

,

Set Fixed Value Selections

is active.

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Value Description

Using Complex Restriction The characteristic is restricted using one or more complex restriction rules that are de­ fined in a key figure structure or key figure grid. You cannot change the restriction.

For example, the One Year Ago characteristic that is used in the key figure grid belong­ ing to the data source is restricted using a relative selection.

Using Inherited Variable The characteristic is restricted using an inherited variable. You cannot change the re­ striction.

For example, the characteristic is restricted using a variable from an underlying data source.

○ Hierarchy Settings

Any defined hierarchy settings are also listed. The following table describes the options available under

Hierarchy

.

Table 77:

Value Description

No Hierarchy

Using Variable

Fixed Hierarchy

Via Inherited Variable

No hierarchy is available for the characteristic.

The characteristic hierarchy can be restricted using a variable.

The characteristic hierarchy is restricted to display the characteristic by an attribute. For example, to display the

Customer characteristic by location.

The characteristic hierarchy is restricted using an inher­ ited variable.

You cannot change the restriction.

5. Define Variables

For each variable available, maintain the selection type and any default values if necessary.

The selection type indicates how values for the variable can be selected, such as single values, multiple values, interval, or any selection. You can also maintain default values.

6. Review and Confirmation

Review the report. In the

Confirmation

step, you can display the report in a Web browser to create a layout for the report, assign the report to a work center view, or create another report.

Create and Edit a Navigation Target

1. From the

Design and Assign Report

object worklist, select the relevant target report and click

Create

Navigation

.

In the following screen, the target report and the corresponding characteristics and variables appear.

You can also decide if you want to create navigation targets for characteristics and variables in a report view.

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2. To select a source report, click

Add Source Report

.

To remove a source report, click

Remove Source Report

.

3. From the

Select Source Report

dropdown list, select the corresponding source report.

The source report along with the corresponding characteristics and variables are added.

4. From the list of target characteristics and variables, select the relevant source characteristics and variables from the dropdown lists in the relevant columns.

Note

If you select a variable, you must change the transfer type to

Ranked Transfer

.

5. Define how value selections are to be transferred from the source report to the target report.

Note that if you check the

Use Default Variable Value

checkbox, the default variable value in the target report is used if no value is available from the source report.

Table 78:

Source Report Variable Target Report Variable

Variable is not filled

Variable is filled

Default variable value is used, regardless of transfer type.

Default variable value is not used.

The following table provides an overview of the available transfer types:

Table 79:

Transfer Type Description

Not Transferred The value selection of characteristic or variable of the source report is not transferred to the tar­ get report. Thus, the characteristic or variable of the target report is not restricted. For example, supplier IDs of the source report are not transferred to the target where no suppliers are listed.

If you do not want a characteristic to be restricted, use this transfer type.

Transferred The value selection of either the source characteristic or the source variable is transferred with­ out modification to the target characteristic or target variable.

You may transfer a source characteristic to a target variable. You may also transfer a source var­ iable to a target characteristic.

Note

It is not necessary that the characteristics or variables have the same name, but they must be semantically correct. For example, in your company, it may be correct to transfer value selec­ tions from a sales unit to a cost center if they are one and the same.

Note

Note that an infinite selection cannot be checked by the system.

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Transfer Type

Ranked Transfer

Description

Value selections (characteristic and variable) of the source report are transferred to either a tar­ get variable or characteristic.

The system first checks if the source characteristic has a value selection. If this is the case, the target is filled with the value selection. If the system cannot find any value selection for the source characteristic, the system checks if the source variable has a value selection. If this is the case, the target is filled with the value selection.

We recommend using this transfer type if you have both a characteristic and a variable defined for the specified characteristic in the source report.

Note

When deciding on how value selections are to be transferred for variables, you must also note the selection type for the variable.

For example, in the source report, you have a variable called

Company

for which a single value is allowed.

You want to transfer values from the variable to the following variables in the target report:

○

Company

The selection type is defined for the variable as

Single Value

. Therefore, we recommend selecting

Transferred

as the transfer type.

○

Partner Company

The selection type is defined for the variable as

Multiple Value

. Therefore, we recommend selecting

Not

Transferred

as the transfer type.

Assign Report to a work center view

After you have created a report, you can assign it to work centers and work center views, making it available to business users. You can also restrict access to certain reports by additionally assigning a report to specific business roles.

1. From the

Design Reports

work center view, select the relevant report with the status

Unassigned

.

2. Click

Assign

. This opens the

Work center view

tab.

Note that the system checks whether the access context of the report and the access context of the work center view conflict. The

Conflict

column indicates whether a conflict exists.

A check mark indicates that the access contexts match. An exclamation mark indicates that the access contexts conflict.

If you want to assign reports to work center view regardless of conflicting access rights, you must make changes to your fine tuning in the

Business Configuration

work center using the optional activity

Administrator

Analytics — Settings

.

3. The system assigns the report categories from the underlying data source to the report. You can change the report category assignment by selecting the corresponding work center view and making changes to the report category assignment in list. To do so, select the report categories by which the report can be grouped in the

Reports

work center view.

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Note

Some delivered content has the

Hidden

status by default. For example, reports that are only displayed as embedded reports. If you want to have the report displayed in the

Reports

work center view, deselect the

Hide in Reports View

indicator.

4. Select the check box to assign the report. Click

Save

to save the work center view- based assignment.

Note

When you assign Microsoft Excel®-based reports, that is, workbooks, ensure that the reports embedded in the workbook are also assigned to the same work centers and work center views as the workbook to ensure that business users can view all reports embedded in the workbook. For each embedded report, note the report name and ID in the Report Name dropdown list of the workbook header and compare its assignment against the reports used in the workbook.

For example, the administrator has assigned a Microsoft Excel-based report, that is, a workbook, to a work center view. The workbook is available to all users assigned to that work center view. A user executes the workbook but receives an error message, stating that she/he is not authorized to execute a report. The user received this error message because the report is not assigned to the same work center view as the workbook.

Assign a Report to a Business Role

Note

● You can assign a report to a business role only if you have selected the option in the fine tuning activities for your solution. To use the option of assigning analytic objects by business roles, go to

Business

Configuration Activity List Fine-Tune Administrator Analytics- Settings

and select the

Business

Role

check box.

● You can only assign business roles to Browser- Based Reports.

1. Select the report that you want to assign.

2. Click

Assign

. In the screen that opens, go to

Business Role

tab.

A list shows all the business roles to which you can assign this report. This list is generated on the basis of the work centers and views that the selected report is assigned to. This allows you to make the report available to only selected users out of all the users which have access to a particular work center view.

3. Select the checkbox against the business roles for assigning the report.

If the report is in status

Unassigned

, the business roles list will be empty. Assign the report first to a work center view to be able to make assignments to business roles.

4. Save and close the screen once the assignment is complete.

View Report Assignment

You can view all the assignments made for a report. To do so,

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● View assignments for all the reports

In the

Administrator

work center, go to

Design Reports

view, Click

Assignment Overview

. The screen displays all the work center and view assignments for the report. To modify the displayed data, choose from the available grouping option in the

Group by

drop down list.

● View work center and views assignments for a report

Select a report. In the

Details

section

Assigned Work Centers

shows the work centers this report has been assigned to.

● View business role assignments for a report

Select a report. In the

Details

section

Assigned Business Roles

shows the business roles this report has been assigned to.

Create or Edit a Combined Data Source

From the

Design Data Sources

work center view, administrators can create and edit combined data sources to suit their business requirements and processes and to use combined data sources for reporting.

1. In the

Design Data Source

work center view, from

New

, choose the

Combined Data Source

option.

By default, the combined data source contains the Counter key figure. The Counter key figure counts the number of instances of a specified object.

2. On the

Add Data Source

dialog screen, select a data source from the dropdown list. You can then view which characteristics and key figures are available in the selected data source. The initial selections serve as a basis for the combined data source. The characteristics and key figures are then displayed in the

Combined Data

Source Fields

column.

Note

Only data sources that have compatible access contexts can be added to the combined data source. For example, a data source can be added if the data source and the combined data source have a common access context. Data sources that have unrestricted as an access context can always be added.

Thereby the number of available data sources to be combined may be reduced.

3. On the

New Combined Data Source

screen, click

Add Data Source

.

4. Select one or more additional data sources for the combined data source and add the data sources accordingly.

Note

When you add data sources to the combined data source, the system checks whether the characteristics and key figures in the additional data sources are also available in the data source that you selected as a basis for the combined data source.

If the characteristic or key figure is already available in the combined data source, the system maps the characteristic or key figure and positions the characteristic or key figure in the same row across all data sources.

If the characteristic or key figure is not already available in the combined data source, the system adds the characteristic or key figure to the combined data source.

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Create or Edit a Joined Data Source

From the

Design Data Sources

work center view, administrators can create and edit joined data sources to suit their business requirements and processes and to use joined data sources for reporting.

1. In the

Design Data Source

work center view, from

New

, choose the

Joined Data Source

option.

By default, the joined data source contains the Counter key figure. The Counter key figure counts the number of instances of a specified object.

2. On the

New Joined Data Source

screen, click

Add Data Source

.

Note that a maximum of 5 data sources can be joined.

3. On the

Add Data Source

dialog screen, select a data source from the dropdown list. You can then view which characteristics and key figures are available in the selected data source. The initial selections serve as a basis for the joined data source. The characteristics and key figures are then displayed in the

Joined Data Source

Fields

column.

4. Select one or more additional data sources for the joined data source and add the data sources accordingly.

Note

When you add data sources to the joined data source, the system checks whether the characteristics and key figures in the additional data sources are also available in the data source that you selected as a basis for the joined data source.

If the characteristic or key figure is already available in the joined data source, the system positions the characteristic or key figure in the same row across all data sources.

If the characteristic or key figure is not already available in the joined data source, the system adds the characteristic or key figure to the joined data source.

If you are joining a cloud data source with any other data source, ensure that the characteristics involved in join conditions are not compound characteristics.

Note that if the characteristic is already available in the data source that is the anchor, the system creates a join. The more joins there are in a joined data source, the more restricted the data that is available for reports.

Create or Edit a Cloud Data Source

Cloud data sources are useful if you want to upload analytical data from external sources into your solution for reporting purposes.

You can create and edit Cloud data sources from the

Design Data Sources

work center view.

From the

Design Data Sources

work center view, depending on whether you want to create or edit, choose the relevant option. To create a Cloud data source, click

New

, and choose

Cloud Data Source

. To edit a Cloud data source, select the relevant data source and click

Edit

.

Note

● The maximum number of characteristics is 15. The total number of fields in a Cloud data source is 20.

● When you edit and save a Cloud data source, the data in the data source is deleted. You must reload the data based on the changes you make to the Cloud data source.

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1. Enter an ID and name. Note that the Data Source ID must begin with the letter

Z

.

2. The usage of the Cloud data source depends on whether you want the Cloud data source to be referenced by other data sources or whether you want to have a description field available for the corresponding characteristic.

Table 80:

Usage Explanation

Master Data with Description

Master Data without Description

Transactional Data

You can use the data source as a reference and can reference other data sources.

A description field is generated for the corresponding characteristic field. You can then create and upload text descriptions for master data that is available.

When previewing the data source or report based on the data source, you can then decide to show the description using the display settings for characteristics.

You can use the data source as a reference and can reference other data sources.

You do not require additional text descriptions for master data.

You want to use the data source primarily for transactional data and can reference other data sources.

Table 81: Settings for Data Source Fields

Name Description

Primary Key A primary key is a field or group of fields that uniquely identifies data records in a data source.

Field ID The technical ID of the field. Only upper case letters ( and the underscore character ( _ ) are allowed.

A , B , … Z ), numbers ( 0 , 1 , … 9 )

Field Name

Data Type

Length

Upper Case

The semantic name of the field.

See the Data Types for Cloud Data Source Fields section above.

Depending on the data type you select, you can define the length of the field.

Converts entries in the fields to upper case letters. Note that the field name is not af­ fected.

If this indicator is set, then the system differentiates between lower and upper case let­ ters. If this indicator is not set, then the system converts all the letters into upper case.

If you use letters in lower case, then you must be aware of what happens when you en­ ter a string for a variable defined in a report based on the data source. Specifically, if you use the characteristic in a variable, then the system only can find the values for the characteristic if the lower and upper case letters are entered accurately in the input field for the variable.

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Name

Alpha Conversion

Description

Presets the format of characteristics of the

Char

data type. Alpha conversion is often used, for example, with account numbers or document numbers.

If you set this indicator, when converting from an external to an internal format, the sys­ tem checks if the entry in the input field is numerical or alphanumerical with blank spaces before and/or after the string of digits.

If the string is numerical, then the string is copied to the output field, right-aligned, and the space on the left is filled with zeros.

If the string is alphanumerical, then the string is copied to the output field from the left to right and the space to the right remains blank.

Example

Input and output fields are each 8 characters long:

●

●

'1234 '

'ABCD '

–>

–>

'00001234'

'ABCD '

Referencing Data Source Data source from which a characteristic is referenced as a key field

Referencing Data Source Key Field Referenced characteristic used as a foreign key. Foreign keys are usually not available for entry, because the value is taken from the referenced characteristic in the data source. This ensures that the characteristic values are consistent.

Note that the data type and length of the characteristic in the data source and the key field characteristic must match.

Key for Master Data A key that enables you to add text descriptions to fields that have the

Char

data type. It also enables the corresponding field to be referenced by other data sources.

Parent Characteristic for Hierarchy Arranges the characteristics as a hierarchy, with the characteristic you enter as the pa­ rent node of the hierarchy.

Create and Edit a KPI

Key performance indicators (KPIs) are selected key figures from reports that have been restricted using specified selections for which you can define reference and target values along with thresholds.

You can create KPIs either by copying existing KPIs and adapting them or creating your own custom KPIs. All available KPIs delivered by SAP or customer-created KPIs are displayed. Template KPIs are delivered by SAP. To use template KPIs, you need to copy them and adapt them to your business requirements.

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Create Interactive Dashboards

As an administrator you can create customized interactive dashboards that you publish to users. You can use these dashboards on the browser as well as the SAP Customer Insight for iPad app.

Create New Key Figure

As an administrator, you can create your own calculated and restricted key figures for use in reports.

1. Navigate to

(beta) Administration Operations Reports

and click

New Key Figure

. The system opens a

New Key Figure

guided activity.

2. Under

Key Figure

, provide a Name and Description.

3. Under

Data Source

, select a Name from the drop-down list.

4. Under

Type

, choose either of the following:

○

Calculated Key Figure

: A calculated key figure is a key figure that is determined using calculation rules or formulas.

○

Restricted Key Figure

: A restricted key figure is a key figure that is restricted to a specified characteristic value.

5. Click

Next

to go to the

Restrict/Calculate Key Figure

activity. Depending on what you have selected, you can either define a restricted key figure or a calculated key figure.

6. Click

Next

to move to

Properties

. This is only an optional step for advanced business cases.

7. Select the label you require and click

Next

. Review your details. If you need to make any changes, you can go back to one of the previous steps. Click

Finish

to save your key figure.

8. Click

Next

to move to the

Confirmation

tab. The system gives you a message that the key figure has been saved. Create a new key figure or click

Close

to go back to the

Design Key Figures

overview screen.

6.2.13 Party Processing

You can determine involved parties for business transactions using party roles and the connected determination rules. This allows you to streamline team assignments, and ensure that business partners are correctly assigned to business documents in a way that matches your company processes.

Business background

Business partners is the collective term for all the companies and people you interact with in your business, and includes accounts, contacts, partners, and employees. When you create a document, you can designate a business partner as an involved party and assign them a role.

Example

You can create a sales quote and add an account as the ship-to party. In this case, the account is the business partner, and ship-to is the party role.

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The ship-to account may be a subsidiary of a parent company, which is a different account. You may have the parent company account as the bill-to party.

You can designate roles for sales quotes, leads, opportunities, service tickets, or activities. You can then automatically determine involved parties for these business transactions and documents using determination rules and master data.

Important tasks

Prerequisites

● You have already maintained relationships in the

General Business Partners

fine-tuning activity, and created any custom relationships you plan to use in your involved parties determination.

● You have assigned these relationships between accounts, contacts, partners, and partner contacts from the appropriate details screen, from the

Relationships

tab.

Define New Party Roles

To customize the way you use involved parties, you may want to define new party roles.

1. Go to

Business Configuration Implementation Projects

and select the relevant implementation project.

Next, select

Activity List

and find the

Party Role Definition

fine-tuning activity.

2. Add a row and enter the necessary data.

○ The

Party Role Code

will identify the party role and must begin with a Z, such as Z123456789.

○ If you check

Responsibility Role

, then the role is an internal role that involves employee assignment to an account, based on the customer master data. An account team member and the employee responsible are both examples of responsibility roles.

You or a sales user can define a role as a responsibility role through direct manual assignment in the account master data or through rule-based definitions, such as assigning employees to an account based on region or postal code. See the Maintain Responsibility Assignments section below.

○ If you have checked

Responsibility Role

you can also check

Sales Data

and mark this role as sales data dependent. This means that you can maintain different employees responsible for the same role depending on, for example, the sales area.

Note

Note that you can exchange the sales data dependencies only for contacts with SAP ERP and SAP

CRM.

With SAP CRM you can also exchange validities.

○ If you specify a

Relationship Type

, the relationship assignment in the account master data will automatically determine the party role in a document.

For example, you might define a

Reseller

role, and the relationship could be

Has a Reseller

.

○ If you check

Sales Data

, you enable the system that this role can be determined by sales data, such as

Sales Organization

,

Distribution Channel

, and

Division

.

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Note

Both the

Party Category

and

Relationship Type

act as filters for that role. When a user manually selects a business partner for a party role, then the list of available business partners will be based on the party category and/or the relationship type selected here. For example, if a user is in the details for a sales quote and wants to change the reseller role, and the relationship has been defined to allow only sales and service partners, then the user will only be able to choose a sales and service partners as a new reseller.

Add Party Roles to the Relevant Business Objects

In order to use new or existing roles, you must add them to the relevant business object in the associated finetuning activity. You can add party roles to sales quotes, leads, opportunities, service tickets, or activities.

1. Under

Business Configuration

, navigate to the relevant fine-tuning activity for sales quotes, leads, opportunities, service tickets, or activities

2. Choose

Maintain Involved Parties

.

3. Add, edit, or delete roles.

Pre-delivered party roles cannot be renamed or reassigned.

If you checked

Forbid Manual Changes

, the automatically determined role and employee can’t be changed.

4.

Maintain Determinations

to decide how the role is assigned.

If you add a new role, determinations are added automatically.

Note

You can not add determinations yourself, but you can enable or disable the determinations the system proposes.

If you see more than one determination step, then the system will use the enabled steps in order.

For example, the employee responsible role for an opportunity might first determined by the step

Employee

Responsible of Account Team

, then the step

Employee Responsible of Territory Team

. Then, when an opportunity is created, the system will first look for an employee responsible for the account for which the opportunity was created. If there is no employee responsible for the account team, then the system will look for an employee responsible based on the territory for which the opportunity was created. The first employee responsible found will be designated to the employee responsible role for that opportunity.

Maintain Responsibility Assignments

If you checked a role as a

Responsibility Role

, you can maintain it in several ways:

● Accounts

You can directly maintain the responsible role for a specific account from the account details, in the

Account

Team

tab.

● Territories

You can maintain the responsible role for an account through sales territories.

For example, an employee might be responsible for accounts in a region, and thus would be automatically assigned to sales quotes associated with accounts in that region.

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● Employee Work Distribution Rules

You can indirectly maintain the responsible role for an account through work distribution rules. Choose

Administrator General Settings

, then

Employee Work Distribution

.

For example, an employee might be assigned all accounts that buy a certain product.

Parties in Documents

● Consistency Checks

There are several consistency checks performed when a business partner is used in a party role for a document. Some checks will determine if you can change a party role. You may want to set a parties to readonly to ensure consistency in your business processes. You can do this in

Business Configuration

.

● Determination of Parties

When you first create a document such as a sales quote, initially, no parties are assigned. Once you enter an account, other party roles, such as the employee responsible, or ship-to party, are determined automatically.

You can manually change these parties, if your system is set up to allow you to change them.

Parties are automatically redetermined when a document is changed, unless the party has been manually changed.

● Copying Parties from an Existing Document

When you create a new document based on an existing document, the parties are copied to the new document, unless the party role is the employee responsible or the sales unit. These parties are not copied.

Instead, the system will trigger a new determination for these roles in the new document.

If you created a party role, it will also be copied to a new document, assuming that the role has also been added to the target document. For example, if you created a role and added it to a sales quote, then created an item from that sales quote, then you must also add the role to the items in order for the role to be copied.

● Error Handling

If you find that the system is determining involved parties incorrectly, or is unable to find involved parties, there are a few possibilities:

○ The party determination steps do not match your business case. You can enable and disable party determination rules to solve this issue.

○ The master data required to determine parties is missing or inconsistent. Make sure you have added the role to the correct business object and that you have maintained the responsibility and/or relationship assignments above.

Recommended Combinations of Party Roles and Business

Partners

The following table explains each party role, and recommends which business partners should be combined with those party roles.

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Table 82:

Party Role

Account

Contact

Ship-to

Bill-to

Sender

Recipient

Recipient (CC)

Recipient (BCC)

Service and Support Team

Sales Partner

Partner Contact

Organizer

Attendee

Employee Responsible

Processor

Activity Contact

Description

A party that purchases goods or serv­ ices.

A party that is the contact in a docu­ ment.

A party to which goods or services are supplied.

Business Partner

Account or Individual Customer

Contact or Partner Contact

Account or Individual Customer

A party that receives the bill for the goods or services supplied.

A party from whom the message origi­ nates.

A party that is to receive a message.

A party that is to receive a copy of a message.

Account or Individual Customer

Employee, Contact, Partner Contact, or

Individual Customer

Employee, Contact, Partner Contact, or

Individual Customer

Employee, Contact, Partner Contact, or

Individual Customer

A party that is to receive a copy of a message without the other recipients’ knowledge.

Employee, Contact, Partner Contact, or

Individual Customer

A party that is responsible for the proc­ essing of customer complaints.

Organizational Unit with Function 'Cus­ tomer Service'

A party that initiates and performs busi­ ness transactions for another company.

Partner

An employee of a sales partner.

Partner Contact

A party that is responsible for the organ­ ization of an appointment.

Employee, Contact, Partner Contact, or

Individual Customer

A party that is required as an attendee of an appointment.

Employee, Contact, Partner Contact, or

Individual Customer

A party that is responsible for some­ thing. Often, this employee also has tasks to fulfill or is responsible for updat­ ing the document. The party can be an internal or external employee.

Employee or Partner Contact

A party that processes a task or a ticket. Employee or Partner Contact

A party that has a reference to the cur­ rent activity.

Contact or Partner Contact

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Party Role

Service Performer

Sales Unit

Call Participant

Sales Employee

Organizational Unit

Description

A party that performs services.

Business Partner

Employee or Partner Contact

An organizational unit that is responsible for the sales and distribution of products in business processes.

Organizational Unit with Function 'Sales'

A party that participates in real-time communication, for example, a phone call or Internet chat session.

A party that is included in the sales de­ partment of an enterprise, or that car­ ries out sales tasks.

Employee, Contact, Partner Contact, or

Individual Customer

Employee or Partner Contact

An element of your organizational model that is assigned to an activity.

Organizational Unit

6.2.14 Predetermining URLs for Direct Navigation

As an administrator, you can predetermine URLs that can be used to navigate your users directly to specific items of interest.

As an administrator, you can predetermine URLs that can be used to navigate your users directly to specific items of interest. By including predetermined URLs in communications to users — such as e-mail templates that are configured via workflow rules — you can ensure that your users navigate directly to specific items in your solution that require their attention.

Example

Suppose that sales representatives in your organization are to receive e-mails when the status of an opportunity is modified. By following the instructions in this topic, you can predetermine the URL for an opportunity, then include that URL within an e-mail template for delivery via a corresponding workflow rule.

Upon receiving the relevant e-mail, your sales representatives can open the predetermined URL to navigate to the item of interest directly.

You must know the name of your SAP tenant, which corresponds to the following pattern:

● myNNNNNN.crm.ondemand.com

To determine the name of your tenant, replace NNNNNN with the numbers that are associated with the URL of your solution.

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Tasks

This topic describes the predetermination of URLs, using the appropriate item type, for universal unique identifiers (UUIDs), internal items and external items.

Selecting the Item Type

The following table summarizes the item types whose technical names can be incorporated into predetermined

URLs.

Table 83:

Item Type Technical Name

Account

Competitor

COD_ACCOUNT_TT

COD_COMPETITOR_TT

Contact COD_CONTACT_TT

COD_EMPLOYEES Employee

Product

Opportunity

COD_MATERIAL

COD_OPPORTUNITY_THINGTYPE

Partner

Partner Contact

COD_PARTNER_TT

COD_PARTNERCONTACT_TT

Predetermining the URL for UUIDs

UUIDs observe the naming convention that is provided in the following sample URL:

● https://myNNNNNN.crm.ondemand.com/sap/byd/nav?bo=[x][&]nav_mode=TI[&]param.Key=[y]

To predetermine the URL for a UUID, modify the sample URL as follows:

1. Replace NNNNNN with the numbers that are associated with the URL of your specific tenant.

2. Modify each instance of [&] by deleting the brackets surrounding the ampersand.

3. Replace [x] with the technical name of the item type, as provided in the preceding table.

4. Replace [y] with the 36-character global unique identifier (GUID) of the item to be opened by the user.

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Predetermining the URL for Internal Items

Internal items observe the naming convention that is provided in the following sample URL:

● https://myNNNNNN.crm.ondemand.com/sap/public/byd/runtime?bo_ns=http://sap.com/ thingTypes[&]bo=COD_GENERIC[&]node=Root[&]operation=OnExtInspect[&]param.InternalID

=[x][&]param.Type=[y]

To predetermine the URL for an internal item, modify the sample URL as follows:

1. Replace NNNNNN with the numbers that are associated with the URL of your specific tenant.

2. Modify each instance of [&] by deleting the brackets surrounding the ampersand.

3. Replace [x] with the internal ID of the item to be opened by the user.

4. Replace [y] with the technical name of the item type, as provided in the preceding table.

Predetermining the URL for External Items

External items observe the naming convention that is provided in the following sample URL:

● https://myNNNNNN.crm.ondemand.com/sap/public/byd/runtime?bo_ns=http://sap.com/ thingTypes[&]bo=COD_GENERIC[&]node=Root[&]operation=OnExtInspect[&]param.ExternalID

=[x][&]param.Type=[y][&]param.ExtSystem=[z]

To predetermine the URL for an external item, modify the sample URL as follows:

1. Replace NNNNNN with the numbers that are associated with the URL of your specific tenant.

2. Modify each instance of [&] by deleting the brackets surrounding the ampersand.

3. Replace [x] with the external ID, which corresponds to the account ID of the external system that has been correctly mapped, via a communication system, to an account within the solution.

4. Replace [y] with the technical name of the item type, as provided in the preceding table.

5. If desired, replace [z] with the technical name of the external system — for example,

ACCOUNT_360_INTEGRATION , for the 360 Overview — as specified in your mapping of communication systems.

Note

An entry for this portion of the sample URL is optional. Therefore, if you choose to omit this entry, then remove [&]param.ExtSystem=[z] from the sample URL indicated here.

Determining User Logon for Predetermined URLs

Once users receive a predetermined URL via e-mail and open it to navigate directly to the item that requires their attention, logon can occur either on the basis of user ID and password, or on the basis of certificates in conjunction with single sign-on. For more information, see:

● Business Users Quick Guide

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● onfigure Your Solution for Single Sign-On

● Communication Systems Quick Guide

● Communication Arrangements Quick Guide

● the SAP Cloud for Customer Security Guide, available on SAP Service Marketplace at http:// service.sap.com/cloud4customer .

Note

An SAP Service Marketplace user ID is required to access this information. If you, as an administrator, do not have a user ID, then visit SAP Service Marketplace — at http://service.sap.com/request-user — to request one.

Related Information

E-Mail Templates [page 423]

Configuring Workflow [page 625]

6.2.15 About Business Task Management

Notifications can be sent to a user to inform him or her of preceding process steps which have been carried out in the system or special milestones that have been reached in a business process.

Neither the user nor the system has to perform any activity to keep the business process running. Notifications always appear under

Notifications

.

If notifications are acknowledged by the user, they are removed from

Notifications

. If the user does not acknowledge them, they expire after a specified amount of time.

During the fine-tuning phase of your First Implementation Project, you can configure Business Task Management in the

Activity List

to send notifications at certain milestones, such as for aging leads and stalled opportunities.

6.3 Sales and Marketing Settings

The following are the fine-tuning and business configuration activities related to the sales and marketing features of SAP Cloud for Customer.

Configuring Leads [page 352]

In this activity you can perform configuration settings for leads.

Configuring Opportunities [page 360]

You can configure elements that can be used to define opportunities, such as categories, involved parties, reasons, and sources of the opportunity.

Configuring Sales Quotes [page 364]

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You can edit the configuration settings for number ranges, define document types, and decide which party roles you want to use in sales quotes. If you use external pricing, you must also enable the corresponding document type for external pricing and adapt the descriptions for the conditions and pricing procedures.

Configuring Sales Orders [page 367]

This topic provides detailed information on the configurations required for sales orders.

Configuring Sales Planning [page 381]

Sales Planning offers you the ability to define and monitor sales targets.

Quick Guide for Price Lists [page 384]

The

Price Lists

view on the

Product and Service Portfolio

tab enables you to determine the list price in sales and service documents.

Quick Guide for Overall Customer Discount [page 388]

Discount lists allow you to determine all discounts that apply within sales and service documents.

Depending on your configuration, you can create and maintain several discount lists such as overall customer, overall customer group, customer product, and customer product category specific discount lists.

Retail Execution [page 389]

Retail execution is a set of features that enables field sales personnel to plan and record site visits and activities while on site at the account.

Configuring Marketing Permissions [page 403]

In the

Marketing Permissions

fine-tune activity you maintain your communication categories and the communication channels for countries with an explicit opt-in. These settings are required to track whether your customers opt-in or opt-out for a specific communication channel.

Territories [page 405]

Sales administrators can create sales territories and organize them into hierarchies.

Configuring Response Options [page 415]

If you want to classify responses that you capture from campaigns, a marketing administrator can create response options that can be assigned to campaigns. A response option can be assigned a positive, negative, or neutral classification.

Configuring the Deal Finder [page 416]

The deal finder helps sales users evaluate customers quickly to pursue the most promising deals.

Configuring the Influencer Map [page 421]

The influencer map allows sales users to view top influencers for contacts and employees and to redefine their perceived importance in driving sales.

E-Mail Templates [page 423]

To send out personalized mass e-mail message to a target group, you must first create an HTML template with a desired layout, the message text, and placeholders for the various attributes to be personalized during campaign execution with the target group member attribute values.

Activating Direct E-Mail Campaigns [page 428]

You must activate e-mail campaigns before users can send direct e-mail marketing messages. To activate direct e-mail campaigns in your system follow the steps below.

Configuring SMS Blasts for Campaigns [page 429]

This topic presents an overview of configuration required to send SMS blasts for campaigns..

Configuring Consumer Product Extended [page 430]

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A new workcenter -

Collections

with the tab screens for

Payments

and

Invoices

. The open invoices and payments can be dynamically replicated using A2X or A2A services.

6.3.1 Configuring Leads

In this activity you can perform configuration settings for leads.

To find this activity, go to the

Business Configuration

work center and choose the

Implementation Projects

view.

Select your implementation project and click

Open Activity List

. Select the

Fine-Tune

phase, then select the

Leads

activity from the activity list.

Lead Status [page 356]

You can edit existing or pre-delivered statuses for leads, or add new statuses of your own, in accordance with your business needs.

Defining Rules for Lead Assignment [page 358]

To ensure that your company’s incoming leads are processed efficiently, you can configure your solution to assign incoming leads to employees automatically, based on various criteria.

Tasks

Maintaining Number Ranges

1. Click

Maintain Number Range

.

2. On the following screen, review the default begin and end number that applies to leads in the solution.

3. If you wish to define a different number range, choose

Change Current Number

.

4. On the following screen, enter the new current number, then choose

Save and Close

.

5. Choose

Save and Close

again.

Maintaining Involved Parties

● Adding or editing party roles

1. Click

Maintain Involved Parties

.

2. Under

Party Role Assignments

click

Add Row

.

3. Select a

Party Role

from the drop-down list.

4. Decide whether the role should be, for example, active, mandatory, unique, or should be forbidden for manual changes.

5. Save your changes.

6. Then click

Maintain Determinations

where you can edit the determination for the newly added party role.

● Deleting role assignments

1. Select the line you want to delete.

2. Click

Delete

.

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Note

You can delete only self-created assignments. Pre-delivered content cannot be deleted.

Note

For leads, you can perform additional configuration that determines the tab, within the lead, on which the party appears. Proceed as follows:

1. Click

Maintain Involved Parties

.

2. Review the resultant party roles.

3. For each relevant party role, within the

Internal

column, perform the corresponding selection:

1. If you want the party role to appear within the

Sales & Marketing Team

tab of your leads, select the checkbox.

2. If you want the party role to appear within the

Involved Parties

tab of your leads, do not select the checkbox.

4. Save your changes.

Maintaining Sources

Here you can specify the origin of your documents, such as trade fair, campaign, or road show.

Note

This list is used for leads and opportunities, depending on your scoping. However, if you modify an entry in one context, then the entry will accordingly be modified in the others.

Adding a Source

1. Click

Add Row

.

2. Enter a source code beginning with a

Z

and a description.

3. Save your entries.

Deleting a Source

1. Select the entry you want to delete and click

Delete

.

2. Save your changes.

Note

If you delete entries here that are used in documents, the technical codes remain in the documents; only the code descriptions are removed.

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Maintaining Categories

With this activity you can add and delete your own categories for your documents. You can use the categories to classify your documents.

Note

This list is used for activities, leads, and opportunities, depending on your scoping. However, if you modify an entry in one context, then the entry will accordingly be modified in the others.

Adding a Category

1. Click

Add Row

.

2. Enter a

Category Code

beginning with a

Z

.

3. Save your entries.

Deleting a Category

1. Select a line and click

Delete

.

2. Save your changes.

Note

You cannot delete all category assignments. At least one category must be assigned.

If you delete entries here that are used in documents, the technical codes are staying in the documents and only the code descriptions are removed.

Assigning Categories

With this activity you specify which of the categories you want to use to classify your documents.

1. To add a category click

Add Row

and select the category you want to use.

To delete a category select it and click

Delete.

2. Then save your changes.

Maintaining Qualifications

With this activity you can adapt the qualifications that you use to classify how promising a lead is for your business.

Note

This list is used for leads and the obsolete business topic

Sales Leads Management

, depending on your scoping. However, if you modify an entry in one context, then the entry will accordingly be modified in the other.

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Adding or Editing Qualifications

1. To add a qualification, click

Add Row

.

2. Enter a

Qualification Code

beginning with a

Z

and a

Description

.

You can also change the descriptions of the existing qualifications.

3. Save your entries.

Deleting Qualifications

1. Select the row you want to delete and click

Delete

.

2. Save your changes.

Note

If you delete entries here that are used in documents, the technical codes remain in the documents; only the code descriptions are removed.

Maintaining Reasons

With this activity you can add and edit reasons for the success of a business case.

Note

This list is used for opportunities and the obsolete business topic

Sales Leads Management

, depending on your scoping. However, if you modify an entry in one context, then the entry will accordingly be modified in the other.

Adding and Editing a Reason

1. Click

Add Row

.

2. Enter a

Reason Code

beginning with a

Z

and a

Description

.

You can also edit existing descriptions.

3. Save your entries.

Deleting a Reason

1. Select a line and click

Delete

.

2. Save your changes.

Note

If you delete entries here that are used in documents, the technical codes remain in the documents; only the code descriptions are removed.

Assigning Reasons

With this activity you can assign reasons to a particular status. Depending on the document status, the assigned reasons are displayed.

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Assigning a Reason

1. To add a reason to a status, first select an available

Status

, then click

Add Row

.

2. Select the reason from the

Assigned Reasons

dropdown list.

3. Save your changes.

Deleting a Reason Assignment

1. To delete a reason assignment, select it, then click

Delete

.

2. Save your changes.

Maintaining Conversion Limits

You can define the maximum number of conversions that may occur for a lead before no further opportunities can be created, and thereby enable your users to create multiple opportunities from a single lead. To do so, proceed as follows:

1. Click

Maintain Conversion Limit

.

2. On the subsequent screen, define the maximum number of opportunities into which a lead may be converted.

3. Choose

Save and Close

.

6.3.1.1 Lead Status

You can edit existing or pre-delivered statuses for leads, or add new statuses of your own, in accordance with your business needs.

Any new statuses you create are based on an internal status. You can also control which conversion actions shall be available for a certain status.

Initially, it is possible to enable all conversion actions for the internal statuses

Open

and

Qualified

. However, with this activity, it is possible to create new statuses (based on the internal statuses

Open

and

Qualified

) where you can enable certain conversion actions.

Internal Lifecycle of Leads

The internal lifecycle of leads proceeds as follows:

●

Open

: When the user creates a lead, the solution assigns it the internal status

Open

.

●

Qualified

: Once the user qualifies the lead, its internal status changes to

Qualified

. If you choose to define more than one status that uses

Qualified

, then the solution must determine which status to display when a lead is qualified. As delivered, the solution displays the status with internal status

Qualified

and the lowest sequence number.

●

Converted

: When the user converts the lead into an opportunity or account and contact, the internal status changes to

Converted

, and the lead cannot be reopened. Once the status

Converted

is assigned to a lead, the user cannot modify the lead, or assign a new status to it.

The pre-delivered statuses are similar to the internal status.

In addition, users can assign the status

Accepted

or

Rejected

to applicable leads, and indicate the corresponding reason in the

Reason Code

field, which solely appears for leads that possess this status. Various

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standard values are delivered for this field, but if you would like to define additional values, then perform the finetune activity

Leads Assignment of Reasons

.

Status Converted

● Users cannot perform conversion actions for leads assigned the internal status

Converted

, because this status represents the final step within the lifecycle of a lead. Therefore, users also cannot set the

Initial Status

indicator for the internal status

Converted

.

● A converted lead also cannot be modified.

● The status

Converted

does not appear in the status drop-down list. Users cannot set this status manually; the status is automatically set when a lead is converted through one of the available conversion actions.

● Users can search for the status

Converted

in the

Leads

view within the

Marketing

work center.

To find this activity, go to

Business Configuration Implementation Projects

. Select your implementation project and click

Open Activity List

. Select the

Fine-Tune

phase, then select the

Leads

activity from the activity list and click

Maintain Status

under

Lead Status

.

Parent topic: Configuring Leads [page 352]

Related Information

Defining Rules for Lead Assignment [page 358]

Tasks

Creating a New Status

1. Enter a number as

Sort Sequence

. With the

Sort Sequence

you determine where the new status shall appear in the drop-down list of your lead. The sequence can be modified for all statuses, and has no influence on how leads are processed.

2. New status codes will begin with the identifier

Z

; this identifier cannot be changed.

3. Assign the corresponding

Internal Status

in which your new status shall be active.

Note

You can only create a new status for the internal statuses

Open

or

Qualified

.

4. Enter a description.

5. Specify whether your new status shall be the initial status for newly created leads.

6. To make the status visible, select the

Active

checkbox.

7. With the conversion checkboxes, you can specify which conversion actions shall be available for leads that attain your new status.

8. Save your changes.

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Changing a Status

1. You can change the following fields:

○

Sort Sequence

With the

Sort Sequence

you determine where the new status shall appear in the drop-down list. The sequence can also be modified for pre-delivered statuses, and has no influence on how leads are processes.

○

Description

○

Initial Status

○

Active

To remove a status from the application, deselect the

Active

checkbox.

In response, the status will no longer appear, and users cannot search for leads with this status in the

Leads

work center view. However, leads that are assigned to this status will continue to display it.

○ Conversion actions

2. Save your changes.

Deleting a Status

1. Select the line you want to delete and click

Delete

.

2. Save your changes.

Note

● You can only delete a status that is not used in any lead.

● You cannot delete any pre-delivered status, but you can deactivate a pre-delivered status by deselecting the

Active

checkbox.

6.3.1.2 Defining Rules for Lead Assignment

To ensure that your company’s incoming leads are processed efficiently, you can configure your solution to assign incoming leads to employees automatically, based on various criteria.

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

Choose

Administration Sales and Marketing

, then

Define Rules for Lead Assignment

, to determine how leads in your solution are assigned to employees automatically, if desired.

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You have decided whether you want to define rules for lead assignment in your solution, or assign owners to leads manually.

Parent topic: Configuring Leads [page 352]

Related Information

Lead Status [page 356]

Important tasks

Navigation

Table 84:

Activity List [page 297]

Enable Automatic Lead Assignment

In fine tuning, configure the

Leads

activity, as described below, to enable your lead assignment rules, once you have defined them.

Define rules for lead assignment

1. Choose

Administration Sales and Marketing

, then

Define Rules for Lead Assignment

.

2. Define the rules that your solution will apply to assign leads to employees.

Activate rules for lead assignment

Choose

Activate Rules

. Once you have activated your rules, the solution applies the current active version to assign leads automatically, as you have defined.

Enable automatic lead assignment in accordance with your rules

Once enabled, automatic lead assignment only occurs in accordance with your rules for new leads in your solution.

To enable automatic lead assignment using the rules you defined, open the

Leads

activity, then proceed as follows:

1. In the section for involved parties, choose

Maintain Involved Parties

.

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2. Select

Employee Responsible

and

Marketing Unit

and then choose

Maintain Determinations

.

3. In the row for lead routing, select the

Activate

checkbox.

Assign owners to leads manually

If you do not wish to define, activate and enable rules for lead assignment, proceed as follows.

1. Select one or more leads.

2. Choose

Actions Route Selected Leads

.

6.3.2 Configuring Opportunities

You can configure elements that can be used to define opportunities, such as categories, involved parties, reasons, and sources of the opportunity.

In this activity you can do configuration settings required for opportunities.

To find this activity, go to the

Business Configuration

work center and choose the

Implementation Projects

view.

Select your implementation project and click

Open Activity List

. Select the

Fine-Tune

phase, then select the

Opportunities

activity from the activity list.

Business background

Party Processing

Business partners is the collective term for all the companies and people you interact with in your business, and includes accounts, contacts, partners, and employees. When you create a document, you can designate a business partner as an involved party and assign them a role.

Example

You can create a sales quote and add an account as the ship-to party. In this case, the account is the business partner, and ship-to is the party role.

The ship-to account may be a subsidiary of a parent company, which is a different account. You may have the parent company account as the bill-to party.

You can designate roles for sales quotes, leads, opportunities, service tickets, or activities. You can then automatically determine involved parties for these business transactions and documents using determination rules and master data.

For more information, see

Party Processing

.

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Tasks

Maintaining Involved Parties

● Adding or editing party roles

1. Click

Maintain Involved Parties

.

2. Under

Party Role Assignments

click

Add Row

.

3. Select a

Party Role

from the drop-down list.

4. Decide whether the role should be, for example, active, mandatory, unique, or should be forbidden for manual changes.

5. Save your changes.

6. Then click

Maintain Determinations

where you can edit the determination for the newly added party role.

● Deleting role assignments

1. Select the line you want to delete.

2. Click

Delete

.

Note

You can delete only self-created assignments. Pre-delivered content cannot be deleted.

Maintaining Sources

Here you can specify the origin of your documents, such as trade fair, campaign, or road show.

Note

This list is used for leads and opportunities, depending on your scoping. However, if you modify an entry in one context, then the entry will accordingly be modified in the others.

Adding a Source

1. Click

Add Row

.

2. Enter a source code beginning with a

Z

and a description.

3. Save your entries.

Deleting a Source

1. Select the entry you want to delete and click

Delete

.

2. Save your changes.

Note

If you delete entries here that are used in documents, the technical codes remain in the documents; only the code descriptions are removed.

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Maintaining Reasons

With this activity you can add and edit reasons for the success of a business case.

Note

This list is used for opportunities and the obsolete business topic

Sales Leads Management

, depending on your scoping. However, if you modify an entry in one context, then the entry will accordingly be modified in the other.

Adding and Editing a Reason

1. Click

Add Row

.

2. Enter a

Reason Code

beginning with a

Z

and a

Description

.

You can also edit existing descriptions.

3. Save your entries.

Deleting a Reason

1. Select a line and click

Delete

.

2. Save your changes.

Note

If you delete entries here that are used in documents, the technical codes remain in the documents; only the code descriptions are removed.

Assigning Reasons

With this activity you can assign reasons to a particular status. Depending on the document status, the assigned reasons are displayed.

Assigning a Reason

1. To add a reason to a status, first select an available

Status

, then click

Add Row

.

2. Select the reason from the

Assigned Reasons

dropdown list.

3. Save your changes.

Deleting a Reason Assignment

1. To delete a reason assignment, select it, then click

Delete

.

2. Save your changes.

Maintaining Categories

With this activity you can add and delete your own categories for your documents. You can use the categories to classify your documents.

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Note

This list is used for activities, leads, and opportunities, depending on your scoping. However, if you modify an entry in one context, then the entry will accordingly be modified in the others.

Adding a Category

1. Click

Add Row

.

2. Enter a

Category Code

beginning with a

Z

.

3. Save your entries.

Deleting a Category

1. Select a line and click

Delete

.

2. Save your changes.

Note

You cannot delete all category assignments. At least one category must be assigned.

If you delete entries here that are used in documents, the technical codes are staying in the documents and only the code descriptions are removed.

Assigning Categories

With this activity you specify which of the categories you want to use to classify your documents.

1. To add a category click

Add Row

and select the category you want to use.

To delete a category select it and click

Delete.

2. Then save your changes.

Maintaining Contact Roles

With this activity you can create new contact roles for your opportunities.

Adding or Editing Contact Roles

1. To create a new contact role, click

Add Row

.

2. Enter a

Contact Role Code

beginning with a

Z

and a

Description

.

You can also edit existing descriptions.

3. Save your entries.

Deleting Contact Roles

1. Select the row you want to delete and click

Delete

.

2. Save your changes.

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Maintaining Document Types

With this activity you can create own document types and use them in the system to filter your documents and within the reports.

Adding a Document Type

1. Click

Maintain Document Types

.

2. Click

Add Row

and enter the required document type code and a description.

3. Save your changes.

Deleting a Document Type

1. Select the entry you want to delete and click

Delete

.

2. Save your changes.

Note

You can't delete used document types.

Enabling Approval Processes

See

Enabling Approval Processes

.

6.3.3 Configuring Sales Quotes

You can edit the configuration settings for number ranges, define document types, and decide which party roles you want to use in sales quotes. If you use external pricing, you must also enable the corresponding document type for external pricing and adapt the descriptions for the conditions and pricing procedures.

Prerequisites

To use the external pricing for sales quotes you must have scoped the corresponding question during scopig under

Communication and Information Exchange Integration with External Applications and Solutions

Integration into Sales, Service, and Marketing Processes Group: Sales Quotes

.

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Business background

Sales Quote Processing

Sales quote processing is used to offer products to customers according to specific terms with fixed conditions.

The seller is bound by the sales quote for a specific period of time. The sales quote is usually created by a sales representative of the company. The system supports pricing capabilities.

Party Processing

Business partners is the collective term for all the companies and people you interact with in your business, and includes accounts, contacts, partners, and employees. When you create a document, you can designate a business partner as an involved party and assign them a role.

Example

You can create a sales quote and add an account as the ship-to party. In this case, the account is the business partner, and ship-to is the party role.

The ship-to account may be a subsidiary of a parent company, which is a different account. You may have the parent company account as the bill-to party.

You can designate roles for sales quotes, leads, opportunities, service tickets, or activities. You can then automatically determine involved parties for these business transactions and documents using determination rules and master data.

For more information, see

Party Processing

.

Approval Processes

See

Enabling Approval Processes

.

Workflow Rules and Field Updates

Within the workflow rules you can configure also field updates for sales quotes.

For more information, see

Configuring Workflow

.

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Tasks

To complete the following configuration settings, go to the

Business Configuration

work center and choose the

Implementation Projects

view. Select your implementation project and click

Open Activity List

. Select the

Fine-

Tune

phase, then select the

Sales Quotes

activity from the activity list.

Maintaining the Number Range

In this activity you can define within which number range your sales quotes should get their document numbers.

1. Click

Maintain Number Range

.

2. Adapt the

Begin Number

and

End Number

.

3. Save your changes.

Maintaining Document Types

With this activity you can create own document types and use them in the system to filter your documents and within the reports.

Adding a Document Type

1. Click

Maintain Document Types

.

2. Click

Add Row

and enter the required document type code and a description.

3. Decide whether you want to enable your document type for

Direct Customer Acceptance

. This means that a quote does not need any print out or a confirmation because the customer has already accepted the quote directly during the sales representative's visit.

4. Depending of your scope decide whether you want to enable the document type for

External Pricing

. This means that the prices are calculated in an external system and are shown then in the quote.

5. Save your changes.

Deleting a Document Type

1. Select the entry you want to delete and click

Delete

.

2. Save your changes.

Note

You can't delete used document types.

Maintaining Involved Parties

● Adding or editing party roles

1. Click

Maintain Involved Parties

.

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2. Under

Party Role Assignments

click

Add Row

.

3. Select a

Party Role

from the drop-down list.

4. Decide whether the role should be, for example, active, mandatory, unique, or should be forbidden for manual changes.

5. Save your changes.

6. Then click

Maintain Determinations

where you can edit the determination for the newly added party role.

● Deleting role assignments

1. Select the line you want to delete.

2. Click

Delete

.

Note

You can delete only self-created assignments. Pre-delivered content cannot be deleted.

To complete the following configuration setting, go to the

Business Configuration

work center and choose the

Implementation Projects

view. Select your implementation project and click

Open Activity List

. Select the

Fine-

Tune

phase, then select the

External Pricing

activity from the activity list.

External Pricing

If you have scoped external pricing, adapt and translate the condition types and pricing procedures from the external system to your own needs in the

External Pricing

fine-tune activity.

Also you have to set the

External Pricing

check box for the corresponding sales quote document types.

6.3.4 Configuring Sales Orders

This topic provides detailed information on the configurations required for sales orders.

Note

Sales orders and sales order offline are not supported iin the Cloud for Customer native iPad solution.

Sales Orders Overview [page 371]

This topic and the related topics below provide detailed information on sales order management for creating, tracking and submitting the orders to ERP. The graphic has hyperlinked references to the important features for sales orders.

Important tasks

You can scope sales orders under

Implementation Projects Scoping Sales New Business Sales

Orders

. Additionally, you can maintain the fine tuning configuration as well as review scoping questions for sales orders under

Business Configuration Activity List Sales Orders

.

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Order Reason

You can maintain possible reasons for creating sales orders in the cloud solution.

Note

You must only use custom configured order reasons to avoid any errors when creating sales orders.

Number Ranges

The identification numbers for sales orders are generated automatically. The ending number of the number range for sales quotes (maintained in the fine-tuning for sales quotes) is considered for assigning identification numbers for sales orders.

Custom Item Types

You can now define alternative item types for the item types delivered in the standard solution. These are then displayed for the corresponding items under the

Products

tab screen for sales orders. You can use these custom item types to process items based on SAP ECC Item Category. You can also use item types for in order simulation to fetch external pricing.

Note

You can use code list restrictions to filter item types based on document type.

Document Types

You In the maintenance mode, You can use one of the following document types to create new sales order document types.

Note

External pricing (from integration with ERP system) gets enabled for the new document types that you configure here.

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Involved Parties

A set of pre-delivered party roles are maintained in the standard solution. These can be modified in customer system. The involved parties that you maintain here are displayed in the

Overview

screen for sales orders. The following flags can be maintained for each party role:

●

Mandatory

Set this flag to determine if the party role is mandatory for creating a sales order.

Caution

Party roles that are marked as mandatory in the standard solution must not be modified.

●

Unique

If this flag is set, then multiple parties cannot be maintained a party role.

●

Forbid manual changes

If this flag is set, then the party role cannot be modified.

Average Product Quantity

You can specify how the average product quantity be calculated. You can choose from two options : Time (3 months/one month/one week) or Number of Orders (5.10/10).

Note

Average quantity will be proposed only for direct order entry and for product selection using product lists. This feature is not valid if products are selected using

Add from Past Orders

or

Add from Promotions

options.

External Pricing for Offline Discounts

Under

Business Configuration Activity List Assignment of External Price Elements for Offline Pricing

, you can map the price conditions (offline manual discounts) to configurable price elements. This mapping enables offline discounts for sales orders. The mapping also determines for which price element the discount is passed.

Scoping Questions

Under

Business Configuration Edit Project Scope Questions Sales Orders

, you can set in-scope the following question:

● Do you want to allow adding products only from product list

By scoping in this question, you enable adding products ONLY using product list and also disable product selection using the

From All Products

option.

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● Do you want to capture and attach a graphical signature to the sales order?

Scope this question to enable the actions menu item

Sign

. This allows capturing graphical signature in both laptop/desktop and touch screen devices..

● Do you want to use a multi-step approval process for sales orders

Scope this question to enable the actions menu item

Send for Approval

. If you have defined the workflow rules for sales order documents, this menu option can be used to push orders for approvals.

● Would you like to enable average quantity display when creating orders

This question, if scoped, enables a default product quantity to be proposed for order items.

Account Blocks

Under

Business Configuration Activity List Accounts

, define the following:

● Order Block Reasons - Reasons that you would like to use to block sales order creation for accounts

Note

The blocking reasons that you maintain here must be mapped to the blocking reasons configured in ERP system.

● Sales Document Order Block - Assign a document type to the order block reasons to enable blocking sales order creation for accounts.

● Assign Blocks to Accounts - You have assigned order block (in the

Accounts

header section and sales area) to accounts for which you need to block sales order creation.

Assignment to External Pricing Elements

In this activity, you can add configurable price components to the product table to enable user to manually add some price components from ERP and map them here directly to document types. Under

Business

Configuration Activity List External Pricing

, define the following.

● Labeling External Pricing Elements

In this activity, you can assign labels to standard pricing elements.

● Assignments of External Pricing Elements

In this step, you can assign pricing procedures and condition types the pricing elements. You enable the following with these assignments:

○ The

Products

table displays the corresponding fields associated with the pricing procedures.

○ The

Product Pricing

table displays the conditions (mapped to the pricing element) per product item.

○ The

Total Pricing

table displays the conditions (mapped to the pricing element) for the complete sales order.

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6.3.4.1 Sales Orders Overview

This topic and the related topics below provide detailed information on sales order management for creating, tracking and submitting the orders to ERP. The graphic has hyperlinked references to the important features for sales orders.

●

Maintenance Modes [page 372]

●

Add Products [page 373]

●

Product Pricing [page 374]

●

Simulate [page 374]

●

Transfer [page 375]

●

Status Management [page 376]

●

Graphical Signature [page 376]

●

Attachments [page 377]

●

E-mail [page 377]

●

Workflow and Notifications [page 377]

●

Promotions [page 378]

●

Party Processing [page 378]

●

Extensibility [page 378]

●

Integration with External Systems [page 378]

●

Sales Orders Allied Features [page 379]

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6.3.4.1.1 Maintenance Modes

Maintenance modes allow you to define the functional scope for all the sales orders (in the cloud solution) that are downloaded from the ERP system.

Following maintenance modes are supported:

● External and Internal

This is the default mode and allows sales order creation and bi-directional transfer of sales orders between the cloud solution and the external system.

● External Only

This mode supports Display Only of sales orders that are created in external system and displayed in the cloud solution.

● Internal Only

Simulate

and

Transfer

features are not available for internal sales orders. The orders of this type can only be previewed, printed and sent by e-mail. Internal orders does not support transfer and other statuses that are updated from external system.

6.3.4.1.2 Products

The

Products

view screen allows you to add products and determine product pricing for the selected products.

The screen is divided into five sections for

Products

,

Product Pricing

,

Product Availability Total Pricing

and Notes

(Internal and External notes). Most of the fields in the

Products

table are from ERP system and will be updated with valid values after a

Transfer

to ERP is performed.

● Net Price, Net Value and Quantity

Line Item

,

Net Price

,

Quantity

and

Net Value

: These are the pricing component values that will be updated from the ERP system. Note that if the average quantity proposal is configured, then the ordered quantity is defaulted.

●

Billing Status

,

Delivery Status

and

Rejection Status

: These values too are updated from ERP after a

Transfer

is successfully completed. Before a transfer is completed, all these statuses are displayed as

Not Started

.

●

Customer Part Number

: If the account for sales order has a customer part number, this number will be displayed in the products table. In the cloud solution, you maintain a

Customer Part Number

for an account under

Products Administration Products Sales

.

● Product Availability: If the specified quantity for a line item is available, the

Product Availability

table displays the confirmed available

Delivery Date

,

ATP Quantity

,

ATP Type

. These fields are displayed after the order transfer status is set to

Finished

. Note that the Products table also displays the

ATP Quantity

and the

Requested Quantity

.

● Notes: External and internal notes can be maintained for order items in the cloud solution.

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6.3.4.1.2.1 Add Products

You can add products using various options that are detailed in this section.

From All Products

All products valid for the account in the sales order will be displayed for selection.

Note

If the scoping question

Add Products only from Product List

is scoped in, then this menu option will not be enabled for adding products.

Add from Product List

This menu option for adding products is always enabled. Note that if you have scoped the review question - '

Add

Products only from Product List

', then only this option is enabled for adding products to sales orders. Product selection from multiple product lists is possible.

Add from Promotions

All products from valid promotions will be displayed for selection. Note that promotional products will be differentiated from normal products (flag for

Promotion

in the

Products

table) and the relevant promotional pricing will be applied once the sales order is transferred to the ERP system. Products will be displayed for promotions that meet the following criteria:

● Valid for the account

● In status released and within the pricing date (buying date range for promotion must be in the pricing date) and for,

○ The specified sales area directly at the account level

○ The specified sales area at the account hierarchy level (promotions at higher levels)

○ The specified sales area at the target group to which the account belongs

● Whose validity falls between the sales order start and end dates

Note

The

Add from Promotions

is disabled for sales orders that are in status

Completed

or

Cancelled

.

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Past Orders

The default selection option is set to

Add from Past Orders

. The following options are available under past orders:

My Past Orders

will display list of all past orders created by the logged in user. The

All Account Orders

option displays list of all sales orders for the given account. The

My Past Orders for Account

option displays list of all sales orders created by the logged in user for the given account.

Note

You can also add items by either specifying the material number used by the customer or by your company.

6.3.4.1.2.2 Product Pricing

The

Products

screen has two sections for pricing. These are

Product Pricing

(for the line items of the selected products) and

Total Pricing

(for the sales order).

Product Pricing

The

Product Pricing

table displays the conditions (mapped to the pricing element) per product item. After simulation, the pricing component details are updated in the

Product Pricing

table. These include the pricing component, amount, quantity and the pricing component value. If no pricing components are assigned, you can manually maintain the required values.

Total Pricing

The

Total Pricing

table displays the conditions (mapped to the pricing element) for the complete sales order.

Assignment to External Pricing

Refer to the details in the section

Assignment to External Pricing

in Configuring Sales Orders [page 367] .

6.3.4.1.3 Simulate

Use

Actions Simulate

to simulate the order for pricing.

You can

simulate

the order in the external system to fetch pricing and product details. Note that before the simulation is triggered, total pricing details are not available and the pricing status of the sales order is set to Not

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Calculated. After simulation is complete, the net price is updated in the sales order header and the pricing status is set appropriately (for example, the pricing status is set to

Calculated Successfully

or

Calculated with

Errors

). The total price component details will be updated in the

Products

tab screen.

Note

Once you simulate the order, the pricing status is set appropriately. You can modify the details after simulating the sales order. Note that the pricing status is set to

Not Calculated

upon edit of the order that is simulated.

Note that the

Actions Transfer

is disabled if you modify the order after simulate. You will need to simulate again to be able to transfer the order to external ERP system.

Note

If an account is flagged as a prospect, then sales order creation will still be possible for the account. However, a prospect account cannot be transferred to ERP system. Therefore, though

Simulate

is enabled, the action

Transfer

is disabled for prospect accounts.

6.3.4.1.4 Transfer

The transfer status displays the status of the sales order sync with ERP system.

The transfer status helps to identify the sales order sync status with ERP system. One of the following values will be displayed as transfer status depending on the status of the sync:

● Not Started - Transfer not yet initiated

● In Process - Transfer initiated but yet to be received in the ERP system

● Finished - Data successfully transferred from cloud solution to ERP system

● Interrupted - Data transfer stopped due to technical error

● Not Relevant - For orders that cannot be transferred to ERP system for technical reasons (for example sales orders created using prospect accounts)

Note

If a connection has been established with an on-premise ERP system, then the sales orders that you create will be replicated in the external ERP system. Note that

Transfer

is possible only if the pricing status is set to

Calculated Successfully

. Therefore, you can transfer only after you have completed the simulation.

6.3.4.1.5 Finish

Click on

Finish

next to

Actions

in the header bar to perform a save, simulate and transfer together (if there are no errors in simulation).

If workflow for approvals is configured, then the workflow is triggered before the transfer to ERP is initiated. After a transfer, the

Finish

is disabled. This is because any updates to the sales order in status

Finished

will be correspondingly saved in the ERP system.

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6.3.4.1.6 Status Management

Sales orders can have various statuses generated internally in the cloud solution and also the statuses that are transferred from the external system.

● Transfer

The transfer status is internal to the cloud solution and helps to identify the sales order sync status with ERP system. One of the following values will be displayed as transfer status depending on the status of the sync:

○ Not Started - Transfer not yet initiated

○ In Process - Transfer initiated but yet to be received in the ERP system

○ Finished - Data successfully transferred from cloud solution to ERP system

○ Interrupted - Data transfer stopped due to technical error

○ Not Relevant - For orders that cannot be transferred to ERP system for technical reasons (for example sales orders created using prospect accounts)

● Credit Status

The credit status states if the number of units were exceeded or not.

● Pricing Status

The pricing status is internal to the cloud solution and determines if transfer can be initiated for sales order.

Following pricing statuses are possible for an order:

○ Calculated Successfully: States that simulation has been carried out and the data has been successfully read from ERP system and displayed in the cloud solution

○ Not Calculated: States that no simulation has yet been initiated for the sales order.

○ Calculated with Error: States that simulation has encountered errors .

● Cancellation Status

States if the sales order has been cancelled.

● Rejection Status

This status is reflected at both header and item level along with the

Reason for Rejection

.

● Delivery Status

The delivery status is also displayed for both header and item level along with the ATP Delivery and Quantity.

6.3.4.1.7 Graphical Signature

You can add a graphical signrature to sales orders that have been submitted for approval under

Actions

Sign

.

In the

Add Signature

dialog, add a signature in the empty box. Note that in a desktop/laptop, the mouse action captures the signature while you will need to input the same in touch based devices. On save, the graphical signrature is available as a hyperlink in the

Attachments

section of the sales order. After save, notice that the Sign option under

Actions

is disabled.

Note

To enable signature capture, you must select the scoping question

Do you want to capture and attach a graphical signature to the sales order (valid for touch enabled devices only)

under

Business Configuration

Edit Project Scope Sales New Business Sales Orders

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6.3.4.1.8 Attachments

Almost all file types are supported for attachments to sales orders. You can upload documents from an existing folder or device libarry. You can also delete attachments that you have created. The updates that you make to attachments in the cloud solution will be reflected in the sales order in the external system and vice-versa.

You can choose to upload assignments from

● From Local File

● From Web Link

Note

The graphical signatures that are captured will be stored as attachments in this screen. You can click on the hyperlink to view the signature.

6.3.4.1.9 E-mail

Use

Actions E-mail

to send the sales order in an e-mail. To use this feature, you will need to configure the required form templates. For sales orders, form template can be created and is available as part of active templates under

Administration Output Form Template Maintenance

.

Select the

Sales Order

as template group and use

Actions Create E-mail Template

. Note that you can create different templates for your requirements.

The Sales Order form template has the following sections for which you can add additional fields:

Sales Order ID

,

Contact Information

,

Terms and Conditions

,

Notes

,

Table

(with columns for Item Product Requirement

Specification and Item Notes),

Letter Tex

and

Signature Text

.

In the

Form Template Selection

, select

Show Rules

for

Sales Order

and you can specify the

Document Type

,

Account

,

Country Code

,

Customer Group

,

Sales Unit

for which the form template will be valid.

Note

For example, if you specify a document type here, then

E-mail

action will use the template for all sales orders with this document type.

6.3.4.1.10 Workflow and Notifications

You can create workflow rule under

Administration Operations Workflow Workflow Rules

to generate notifications for specific sales order scenarios and also to push sales orders for approvals.

If the workflow settings have been maintained in the workflow configuration, use

Submit for Approval

under

Actions

to trigger workflow for approvals. Specific fields have been added in the workflow configuration for sales orders.

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6.3.4.1.11 Promotions

The

Promotions Available

view screen displays list of promotions valid for the customer.

Valid promotions are also considered for selection of products (

Add from Promotions

) to the sales order. By valid promotions, we mean all promotions in status released, whose validity falls within the validity period of sales orders and that are valid for the selected account. Promotions are also displayed under

VISITS

.

6.3.4.1.12 Party Processing

A set of pre-delivered party roles similar to sales quote are delivered in the standard solution.

For more information, see documentation for the topic Party Processing.

6.3.4.1.13 Extensibility

Extensible fields are supported for sales order header and products (at item level) and product list. If you have done extensions in product master and product list, these will be reflected in the sales order items if the relevant extension scenario has been selected for the same.

6.3.4.1.14 Integration with External Systems

Integration with an ERP system is a prerequisite for running most of the processes for sales orders. The integration framework is documented in the integration guide INTEGRATION: SAP ERP with SAP Cloud for

Customer via PI in the SAP Servicemarketplace page for SAP Cloud for Customer.

Note

Only integration with SAP ERP is supported in the current release. If a connection has been established with an on-premise ERP system, then the sales orders that you create will be replicated in the external ERP system.

Note that

Transfer

is possible only if the pricing status is set to

Calculated Successfully

. Therefore, you can transfer only after you have completed the simulation. The following data is exchanged between the two systems:

● From Cloud for Customer:

○ Account and description for the account

○ Document type

○ Product and item related data

○ Notes

○ Involved parties

● From External System:

○ External reference data (

External ID

or sales order ID in the external system,

External Reference

and

Description

)

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○ All header statuses for the sales order including

Billing Status

,

Ext. Overall Status

,

Credit Status

Cancellation Status

and

Blocked Status

,

Rejection Status

, etc.

○

Rejection Status

for product line items

○ Involved Parties

○

ATP quantity

(available quantity as confirmed from external system) and

ATP Delivery

(scheduled delivery date confirmed from external system)

○ External notes created in the external system.

6.3.4.1.15 Sales Orders Allied Features

Some of the other allied features for sales orders are described here.

Product Substitute

If product substitution has been defined in the ERP system ( transaction code TX VB12) then the subsittute product will replace selected product when you add products to sales orders. Note that product substitution and the bill of material work only on simulation of the order.

Document Flow

In this screen, you can view related documents for sales orders such as the billing and delivery documents.

Change History

Use the seach criteria (By User / By Time) under

Change History

to track changes to sales order.

Sales Orders in Accounts

If you access a preview of account summary under

Accounts

, the associated sales orders for the account will also be displayed in the summary. Some of the sales orders columns that appear in account summary are

Sales Order

ID

,

External ID

,

Net Value

,

External Status

,

Delivery Status

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Sales Orders in Visits

Sales Orders

view screen is included in visits. All sales orders assigned to the visit will be listed in this section. Note that if you create a new sales order from the visit, the header data such as account and sales data will be defaulted from the visit.

Sales Orders in Quotes

The

Orders

view screen for

Sales Quotes

displays a list of sales orders created from the sales quote.

Promotions in Visits

All promotions for sales orders assigned to visits will be displayed in the

Promotions Availabe

view screen under

Visits

.

Order History

A detailed order history is displayed in the launch screen for sales orders. You can use the standard features for search, advanced search, sort and filter to organize display of the sales orders.

The

Sales Orders

view screen under

Accounts

work center view displays history of sales orders for the particular account. It is possible to create new sales orders from this screen or even navigate to the respective sales orders listed here.

Copy Sales Order

You can create a new sales order in your system by copying an existing sales order. Note that you can only copy sales orders created in Cloud for Customer that are not yet transferred to the external system. All data from the existing sales order is replicated to the copy that is created. You can modify this data for the new sales order. Note that pricing details are not copied. You must simulate the order to fetch the price component details from the ERP system.

Add Fields from Personalization

A range of fields are provided for every screen. Use

Personalization

to add hidden fields to the screen.

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6.3.4.1.16 Analytics

Following reports are provided for sales orders under

Sales Analysis Report Views

.

●

Sales Order Item Value by Product Category

Shows the history of the product quantity ordered and the net amount for the item.

●

Sales Order Value by Account

Shows the net amount and the other sales order data.

●

Sales Order Value by Month

Shows the net amount and other sales order data.

6.3.5 Configuring Sales Planning

Sales Planning offers you the ability to define and monitor sales targets.

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

Sales Planning offers you the ability to define and monitor sales targets. It promotes seamless monitoring of sales targets, forecasts, and revenues and also allows you to create new sales plans. This is an optional feature for SAP

Cloud for Customer for Sales. You have the option of activating this feature based on your organization’s requirement.

Note

Sales Planning functions can be performed by sales managers in the

Sales Target Planning

tab.

Although sales representatives cannot perform sales planning functions, they can review reports that contain

data that is associated with these functions. For more information, see Working with Sales Planning Data [page

384]

.

Your organization has decided to enable sales planning in your project scope.

You have to enable this feature to include this in your scope. Enabling sales planning enables the following features:

● Communication for Sales Planning

This allows you to set and measure sales revenue targets for a specific time by salesperson, product, product category, and account. This is relevant for companies who want to set and measure sales targets over a certain period of time.

● Reporting and Analytics for Sales Planning

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This includes data sources and reports for monitoring and measuring sales revenue targets for an employee, manager, and an opportunity.

Note

If the Sales Planning package is selected, then the Communication for Sales Planning and Reporting and

Analytics for Sales Planning business topics, are both included in your scope.

Navigation

Table 85:

Scoping [page 125]

Sales Planning

Choose

Business Configuration Implementation Project

Edit Project Scope Sales Sales Planning (SAP Cloud for

Customer)

Once you have checked the appropriate Sales Planning checkbox in scoping, choose

Save Draft

and exit

Edit

Project Scope

.

You have now completed scoping Sales Planning in SAP Cloud for Customer. This enables the

Sales Target

Planning

tab under the

Sales

work center. Your next step is to create a sales plan.

Creating a Sales Plan

Tip

Decision Point

● Why would you create a Sales Plan?

○ To create sales targets, forecasts, and revenues for sales units

To create a new sales plan:

1. Choose

Sales Sales Target Planning New

.

2. On the

New Sales Target Plan

screen, under the

Set General Properties

tab, enter the necessary data - such as

Sales Unit

,

Horizon From/To

,

Plan Name

, and

Currency

. Then choose

Next

.

Note

You can only have one plan for a certain sales unit and horizon. The overlapping of horizons for the same sales unit is not possible.

By default, the sales unit company’s currency is used. However, as long as the sales plan remains in preparation, you may change this currency, if desired.

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3. Specify the granularity of your plan on the

Select Planning Dimensions

tab. You can select the accounts, employees, product categories, and products that you want to be shown in the plan. You can also select the planning items to be planned, for example, certain employees, accounts, or products. Then choose

Next

.

4. You can enter a description for the active version or you can create a new version on the

Manage Plan

Versions

tab. Then choose

Next

.

5. On the

Copy Target Data

tab, first choose the plan data from existing sales plans that are created for the corresponding sales units in general data and the selected planning dimensions and time period that should be taken into account. Then select the plan version into which the data should be copied. You can copy the data from the preceding sales plan into your plan version to get a basis for your planning. Choose

Refresh

to display the result in the

Preview

area.

6. On the

Review

screen, review your entries.

7. To confirm your changes, choose

Finish

.

8. On the

Confirmation

screen, you can open the plan data in Microsoft Excel

®

or close the wizard.

9. You also have the option of copying data from an existing sales plan and creating a new sales plan. The

Copy

button will allow you to do this.

Editing a Sales Plan Structure

You have the option of editing a Plan Structure or editing a Plan Data in Excel.

To edit a plan structure, select the plan from the list and open it.

1. On the Sales Target Plan Overview screen, choose

Edit

and then

Plan Structure

.

2. Proceed through the tabs and edit data as required.

3. Once you complete editing,

Save

and

Close

.

To edit a plan structure in excel, select the appropriate plan, and then choose

Edit

and then

Plan Data in Excel

.

Note

Before you use Microsoft Excel to edit sales plan data, choose

Download

to download the

Add-In for Microsoft

Excel

®

.

1. The sales targets are opened in Microsoft Excel. Now you can adjust the targets for your planning horizon.

2. To show or hide dimensions, open the

View

pane. To this end, choose the

SAP Cloud for Customer

tab, find the

View

area, and choose

Change the Current View of the Report

.

Note

You can also open and save views with different dimensions and settings in the panel.

3. Select a desired dimension and drag and drop it to the rows and columns as necessary.

4. You can also define how the data should appear on the user interface for each planning dimension by selecting the row or column label in the panel and changing the selections underneath.

5. Enter your sales targets in the plan.

6. After you have finished the planning, to recalculate the planning data in the workbook choose

Refresh

on the

SAP Cloud for Customer

tab in the Microsoft Excel ribbon.

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Note

If you enter a total target for a dimension, the sum is distributed to the unchanged items. Changed items are not affected during the recalculation.

7. To finalize the planning, save your data by choosing

Save All

on the

SAP Cloud for Customer

tab.

Activating a Sales Plan

1. Select the sales target plan under

New Sales Target Planning

.

2. Select

Change Status Active

.

The plan is now activated.

6.3.5.1 Working with Sales Planning Data

Sales planning reports enable sales representatives to work with sales planning data that has been prepared by sales managers.

Under

Analysis

, the following reports are available for sales planning data:

● The first report,

My Progress — Current Year

, appears in the

Pipeline Management

filter.

● The second report,

Sales Target/Pipeline by Month

, appears in the

Sales and Marketing — Sales

filter.

● The third report,

Sales Target/Pipeline by Sales Unit

, also appears in the

Sales and Marketing — Sales

filter.

To view these reports and work with their data, proceed as follows:

1. Choose

Analysis Reports

.

2. Choose the sales planning report that you want to work with, as follows:

○

○

Pipeline Management My Progress — Current Year

Sales and Marketing — Sales Sales Target/Pipeline by Month

○

Sales and Marketing — Sales Sales Target/Pipeline by Sales Unit

3. From the

Actions

column, open the report in the desired format.

4. Edit or manage the sales planning report data, as required, using your preferred settings.

6.3.6 Quick Guide for Price Lists

The

Price Lists

view on the

Product and Service Portfolio

tab enables you to determine the list price in sales and service documents.

Depending on your configuration, you can create and maintain base price lists, distribution chain-specific price lists, and customer-specific price lists. We recommend that you create at least a base price list for the products and services that you sell to customers.

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Business background

Pricing

Pricing is based on price master data such as price lists and discount lists, which are used to automatically calculate pricing within all business documents for sales and service processes. A predefined pricing procedure is used to determine the gross value the customer has to pay for certain products or services to be received on a certain day at a certain place. The pricing procedure consists of price components, such as list price, discounts, surcharges, freights, taxes, and costs. The order of these price components is essential for the calculation of the total value.

Tasks

Creating Price Lists

To create price lists, proceed as follows.

1. Go to

Products Price Lists

.

2. Click

New

, then choose

Base Price List

.

3. In the

General

view, enter the name, currency and valid from/to date.

Note

○ For unlimited value, enter

unlimited

in the

Valid To

field.

○ Only one released base price list can exist at a time. Therefore, if you have a new product price, you must update the current base price list with a new item for the new product price.

4. In the

Items

view, edit the price list items as required.

1. To add new items to the price list, click

Add Row

or

Add Multiple Item

. In the new row or rows, enter the product ID, amount, and price unit. If you select several rows, you can display a list of your products.

Depending on your configuration, you can use the product category number as a filter. In the resulting list, you can now select some or all products.

2. To remove an item from the price list, select the row and click

Remove

.

3. To change multiple prices by the same fixed amount or percentage, click

Mass Change

and follow the steps in the change prices wizard.

4. To make the price per unit dependent on the amount purchased, select the relevant item and add rows to the

Scales

table. For each row, enter the number of units in the

From

column and the price in the

Amount

column. We recommend that you define at least one scale from 0 units, as this will be the base price.

Normally, you define scales in descending order; for example, you could define one scale at 100 USD from

0 units, another at 95 USD from 50 units, and a third at 90 USD from 50 units.

5. Now save and release the price list.

1. Click

Save

to save the updated base price list.

2. If you want to make the price list available for use in the system, click

Release

. Depending on your configuration, the price list may not be released until it is approved.

3. Click

Close

to return to the

Price Lists

subview.

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The new base price list is saved to the system and added to the list in the

Price Lists

subview. To open the base price list from this list, click the appropriate price list ID link.

Updating Price Lists

To update price lists, proceed as follows.

Note

You can also copy an existing price list for a new period, and then make your changes in the new price list.

1. In the

Product and Service Portfolio

work center, choose

Pricing Price Lists

.

2. Select the price list that you wish to update, and click

Edit

to open the

Price List

detailed view.

3. In the

General

view, you can edit the validity date and description, if required.

4. In the

Items

view, edit the price list items as required.

1. To add new items to the price list, click

Add Single Row

or

Add Multiple Rows

. In the new row or rows, enter the product ID, amount, and price unit. If you select several rows, you can display a list of your products. Depending on your configuration, you can use the product category number as a filter. In the resulting list, you can now select some or all products.

2. To remove an item from the price list, select the row and click

Remove

.

3. You can change prices directly in the item table, or use the mass change function to adapt prices for multiple items. Price changes can be executed through the mass change function by a fixed amount or based on a percentage.

To perform a mass change, click

Mass Change

and follow the steps in the mass change wizard.

Note

○ To select multiple items for the mass change, use the

Shift

key.

○ The result of the mass change is not updated until you have finished the wizard and saved the price list.

○ You can influence the result of the mass change with a

Rounding Rule

, as described below:

○ Use rounding rule

Nearest 10c:

to round the amount down or up to the nearest 10 cents.

Example

Change price 555.55 USD by 1%

○ New price without rounding rule: 561.11 USD

○ New price with rounding rule

Nearest 10c:

561.10 USD

○ Use rounding rule

Nearest 10c or 5c:

for currencies that do not consider 1–cent or 2–cent coins, such as the Australian dollar (AUD), so that the amount is rounded to the nearest value ending in 5 or 10 cents.

Example

Change price 12.10 AUD by 1%

○ New price without rounding rule: 12.22 AUD

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○ New price with rounding rule

Nearest 10 or 5c:

12.20 AUD

○ Use rounding rule

Nearest 99c:

to round the amount down or up to the nearest value ending in

99 cents.

Example

Change price 698.45 by 1%

○ New price without rounding rule: 705.43 USD

○ New price with rounding rule

Nearest 99c:

704.99 USD

○ Use rounding rule

Nearest 9c:

to round the amount down or up to the nearest value ending in 9 cents.

Example

Change price 777.03 by 1%

○ New price without rounding rule: 748.80 USD

○ New price with rounding rule

Nearest 9c:

748.79 USD

4. To make the price per unit dependent on the amount purchased, select the relevant item and add rows to the

Scales

table. For each row, enter the number of units in the

From

column and the price in the

Amount

column. We recommend that you define at least one scale from 0 units, as this will be the base price.

Normally, you define scales in descending order; for example, you could define one scale at 100 USD from

0 units, another at 95 USD from 50 units, and a third at 90 USD from 50 units.

5. Now save and release the price list.

1. Click

Save

to save the updated base price list.

2. If you want to make the price list available for use in the system, click

Release

. Depending on your configuration, the price list may be only partially released (unchanged items released, changed items not released) until it is approved. For items that are not released, the system shows you the released amount within a rollover text.

3. Click

Close

to return to the

Price Lists

subview.

The updated base price list is saved to the system and added to the list in the

Price Lists

subview. To open the base price list from this list, click the appropriate price list ID link.

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6.3.7 Quick Guide for Overall Customer Discount

Discount lists allow you to determine all discounts that apply within sales and service documents. Depending on your configuration, you can create and maintain several discount lists such as overall customer, overall customer group, customer product, and customer product category specific discount lists.

Business background

Pricing

Pricing is based on price master data such as price lists and discount lists, which are used to automatically calculate pricing within all business documents for sales and service processes. A predefined pricing procedure is used to determine the gross value the customer has to pay for certain products or services to be received on a certain day at a certain place. The pricing procedure consists of price components, such as list price, discounts, surcharges, freights, taxes, and costs. The order of these price components is essential for the calculation of the total value.

Pricing is based on price master data such as price lists and discount lists, which are used to automatically calculate pricing within all business documents for sales and service processes. A predefined pricing procedure is used to determine the gross value the customer has to pay for certain products or services to be received on a certain day at a certain place. The pricing procedure consists of price components, such as list price, and discounts. The order of these price components is essential for the calculation of the total value.

Tasks

Create a Overall Customer Discount

1. Go to

Products Discount Lists

.

2. Choose

New

, then select

Overall Customer Discount

.

3. In the

General

view, enter the name of the discount and the dates it will be valid.

Note

For unlimited value enter

unlimited

in the

Valid To

field.

4. In the

Items

view, edit the overall customer discounts as required.

1. To add new items to the discount list, click

Add Row

or

Add Multiple Item

. In the new row or rows, enter the account ID and the percentage.

2. To remove an item from the discount list, select the row and click

Remove

.

3. To change multiple prices by the same fixed amount or percentage, click

Mass Change

and follow the steps in the change prices guided activity.

5. You can now save and release the discount list.

The new discount list is saved to the system and added to the list in the

Discount Lists

sub view. To open the discount list from this list, click the appropriate discount list ID link.

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6.3.8 Retail Execution

Retail execution is a set of features that enables field sales personnel to plan and record site visits and activities while on site at the account.

Retail execution is based on site visits, which can be enhanced by using surveys, activity plans, and routing rules.

Once the administrator has set up the necessary surveys, activity plans, and routing rules, sales users can work in

SAP Cloud for Customer for iPad to plan site visits and collect visit information while on site. For sales users, the process proceeds as follows:

1. Plan site visits.

You can plan visits either in the browser, or via SAP Cloud for Customer for iPad. You can use the included system tools to plan the most efficient route between locations, check which sites are due for a visit, and review past visit notes.

2. Record visit information.

Use SAP Cloud for Customer for iPad to record visit information. This can include, for example:

○ Check in/check out times

○ Record tasks (from activity plan)

○ Complete site checklists and customer surveys and attach photos when required

○ Create sales quotes and orders

○ Order site assets

Configuring Visits [page 389]

Customer site visits are a part of creating and keeping good relationships with customers. They can also be a way to discuss, run, and monitor marketing activities, such as campaigns.

Designing Surveys [page 395]

Surveys are checklists, tasks, or questionnaires that you create centrally and that can be added to visits, either manually or automatically. There are many options you can choose from when you design internal and external surveys.

Promotions [page 400]

Promotions for Customers, Products and Visits

6.3.8.1 Configuring Visits

Customer site visits are a part of creating and keeping good relationships with customers. They can also be a way to discuss, run, and monitor marketing activities, such as campaigns.

You have decided whether you want to use surveys and assign them automatically with routing rules.

Important tasks

Navigation

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Table 86:

Scoping [page 125]

Scoping [page 125]

Visits, Internal Surveys, Activity Planner

Sales Account and Activity Management Activity Management

External Surveys

Marketing Enhanced Marketing Functionalities

Activity List [page 297]

Visits

In fine tuning, add the

Define Time Window to Add Surveys/Tasks to Visits

activity.

Surveys

In fine tuning, add the

Survey

activity.

Use visits

Visits allow you to schedule visits to a customer's physical location and record information about the visit in the solution. You can also decide whether you want your sales and service teams to use the check-in/check-out buttons to record visit data.

1. Activate visits

If you want to use visits, activate

Activity Management

in the scoping step and in the questions step, answer the questions in the visits section.

2. If you want to use check-in/check-out, activate it in the scoping step. In the questions step, answer the related questions.

Tip

Decision Point

○ Why use check-in/check-out?

○ Check-in and check-out times and dates are recorded, and you can use a report to generate statistics for visits.

○ In the scoping questions, you can specify that the sales or service representative must complete mandatory items before checking out.

○ After the sales or service rep checks out, the visit is completed and cannot be changed. It is effectively checked off the rep’s list.

○ Why skip check-in/check out?

○ The visit can be changed and updated after the sales or service rep leaves the customer site.

○ The rep is not forced to complete mandatory items before leaving the customer site.

Tip

Test It!

1. Log on as a user and create a new visit.

2. Access the visit, and check-in and check-out using the buttons.

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If the buttons appear, your test is successful.

3. Assign the visits work center to the appropriate users or roles.

For more information about assigning work centers to users, see the

Business Users Quick Guide [page 520]

.

For more information about using roles, see Configuring Business Roles [page 49]

.

All colleagues to whom you have assigned the visits work center can create and work with visits and use tools such as routes and the visit planner.

The visit planner allows them to plan and schedule individual visits and routes allows them to plan days or weeks of visits at a time, with the option of using templates to save time and increase consistency.

(Optional) Define time window for visits

Normally when visits are created, all automatically assigned surveys or tasks are added immediately.

Alternatively, you can choose to limit the amount of automatic assignments by limiting how far in the future the system should add surveys or tasks to visits. For example, if you define a window of 5 days, the system will add surveys and tasks to only those visits that fall within the next 5 days.

1. In the activity list, add the

Define Time Window to Add Surveys/Tasks to Visits

business object.

2. Enter the number of days that you want the system to look ahead when it adds automatically assigned tasks and surveys to visits.

(Optional) Use surveys

Tip

Decision Point

Why use surveys?

Surveys are checklists or questionnaires that you create centrally and that can be added to visits, either manually or automatically. Internally, sales or service colleagues can use them during in-store customer visits or service calls. Externally you can send out satisfaction surveys to your customers, for example, to get feedback about your products or services.

You can add tasks to visits manually or automatically too. For more information, see the Create Activity Plans section.

If you want to use surveys, do the following:

1. Activate surveys in the scoping step and in the questions step, confirm that you want to use surveys in the question about maintaining surveys in the system.

2. Add the survey activity in the activity list.

In the survey activity, you see the list of survey categories that correspond to the surveys you included in scoping (internal, external, or both). You can also define or change custom survey categories in the activity list, if you like.

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Note

If you delete survey categories that are being used in existing reports, these reports won't work anymore.

3. Assign the surveys work center to the appropriate users or roles.

For more information about assigning work centers, see the Business Users Quick Guide [page 520] . For

more information about using roles, see Configuring Business Roles [page 49] .

4. Go to

Surveys New

and enter the survey information.

You can copy an existing survey by opening a survey and choosing

Actions Copy

.

For more information about creating surveys that meet your needs, see Designing Surveys [page 395] .

5. Open your survey and on the

Details

tab, check your basic entries and use the

Previous Answers

check box to indicate whether you want to pre-populate answers from the previous response for that customer when the employee fills out a survey, for example, in a store or at the customer site.

6. Use the

Matrix View

check box to simplify the answering of the survey. The survey on the iPad shows a matrix of the products and the questions where you can enter the answers.

Note

Selecting the

Matrix View

is only possible in combination with products and product categories, and without branching.

7. On the

Design

tab, enter your questions. Choose

Add

and enter a type, such as Quantity. Enter the question text, the question category, and other required information.

If your system is set up to support it: For surveys with category

Satisfaction

, you can also adapt the style of the survey such as font sizes and colors of the text elements.

8. If you selected survey category Products or Competitor Products, add the products or product category for which the questions must be answered.

Note

If you add products and product categories to an active survey, they will be added to open surveys only.

Completed surveys are not affected.

9. Save your entries.

10. Use

Preview

to see how your survey will look and how it reacts to answers.

11. Activate your survey under

Actions Activate

.

12. View the results.

On the

Result

, tab you will find the answer statistics with graphics and tables of the survey after your employees or customers have submitted answers. You may need to personalize your screen to make this tab visible.

Note

The results on this tab are high-level aggregated results. For more details, such as which user entered which answers, export the results into a .csv file by choosing

Export

.

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(Optional) Create activity plans

Use the activity planner to create lists of activities that can be added to site visits. You can create standard lists of activities to be used with different accounts, or by different sales personnel. Use activity routing rules to associate plans with specific accounts, locations, or employees. You can also create and assign activity plans for tickets.

Activity plans can include tasks and surveys. This allows you to create workflows based on the ticket attributes.

1. If you want to use the activity planner, activate

Activity Management

in the scoping step and in the questions step, answer the question in the activity planner section.

2. Assign the activity planner work center to the appropriate users or roles.

For more information about assigning work centers, see the

Business Users Quick Guide [page 520]

. For

more information about using roles, see Configuring Business Roles [page 49]

.

3. View existing activity plans and create new plans under

Activity Planner Plans

4. To create a new activity plan, choose

New

.

Enter a name for the plan. If desired, you can also choose a date range when the plan is valid, and designate the plan as mandatory.

5. To open your new plan, choose

Save and Open

.

6. Add a task to the plan by choosing

New

under

Tasks

.

Enter the required information, and choose

OK

when finished.

Tip

For each task and survey you create in your activity plan, you can select one or both of the following flags:

○

Assign Automatically

If you select this option for a task or survey, it appears automatically in all visits that contain this activity plan. For a visit to contain an activity plan, it must meet the conditions for the routing rule to which you assign the activity plan. For more information, see section Assign Surveys Automatically.

For visits that contain this activity plan, tasks or surveys that are not assigned automatically can be added to visits manually by each user.

○

Mandatory

Tasks and surveys marked as mandatory in the activity plan have a mandatory indicator when they appear in visits. If you have set the scoping question to enforce this indicator, it forces team members to complete the survey or task before they can check out.

Tip

Test It!

1. As an administrator, create an activity plan that contains surveys that you have marked with one of the two indicators above (or both).

2. Log on as a user.

3. Create a new visit and add an activity plan that contains this activity plan.

4. Surveys marked to be assigned automatically should appear in the visit.

5. Now use the check-in button, and do not complete the mandatory survey before using the check-out button.

If you have set the business configuration question to do so, he system should prompt you to complete the mandatory survey before you check out.

7. Create additional tasks as required.

If desired, you can add notes for each task, and attachments such as a detailed instructions document.

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8. To attach active surveys to the activity plan, choose

Surveys

, then choose

Add

.

Note

You must first activate surveys before you can add them to an activity plan.

(Optional) Assign surveys automatically

Tip

Decision Point

Why assign surveys automatically?

Automatic assignment of surveys takes some effort to set up, because you must define routing rules. However, these rules ensure that the right surveys appear in the right visits, increasing the chances that the rep has efficient and complete customer site visits.

You can use routing rules to assign activity plans, and the surveys they contain, to new visits that meet the criteria automatically.

1. View existing routing rules and create new rules under

Activity Planner Routing Rules

.

2. Enter a name for the routing rule.

3. To open your new routing rule, choose

Save and Open

.

4. To set up the conditions that define this routing rule, under

Conditions

, choose

Add Row

.

Tip

There are two conditions related to the account hierarchy:

Top-Level Account

and

Higher-Level Account

. In both cases, all accounts that fall under a root account or a higher-level account are included when that condition is true. However, only the top-level account condition includes itself in the result. If you want to group an entire account hierarchy including the root account, use the

Top-Level Account

condition. If you want to include all accounts that fall under another a non-root account, and you want to include the higherlevel account itself, use

Higher-Level Account

and add the higher-level account’s ID to the condition.

Select the criteria for this condition by comparing data with a desired value. Construct your routing rule by adding more conditions using logical OR/AND operators.

5. To select the activity plans that follow this routing rule, on the

Activity Plans

tab, choose

Add

.

6. Save your changes when you have finished defining the routing rule.

7. To start using the routing rule, set the status to active by choosing

Actions Set as Active

.

Once active, the system uses the routing rule to associate the specified activity plans with site visits.

Tip

Test It!

1. Log on as a user with characteristics that fall within the rules that you set up in the activity planner.

2. Create a new test visit.

The survey item that you assigned with routing rules should appear in the visit.

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6.3.8.2 Designing Surveys

Surveys are checklists, tasks, or questionnaires that you create centrally and that can be added to visits, either manually or automatically. There are many options you can choose from when you design internal and external surveys.

Options

Categories

Categories are attributes for surveys, questions, and answers that are mainly required when you want to use it as an attribute in survey reporting. In the reporting you will then be able, for example, to get an report over all positive, neutral, and negative answers to your questions. With the categories you get the semantically meaning in reporting.

Additionally the category on survey level controls which of the product tabs is visible. Normally the

Products

tab is visible. But in case of

Competitor Products

category the

Competitor Products

tab is visible.

Survey Statuses

●

In Preparation

(initial status): In this status you can add, change or delete questions and answers. Surveys with status

In Preparation

cannot be assigned to an activity plan or a visit.

From

In Preparation

you can switch to

Active

.

●

Active

: Indicates that the survey is finished. You can use the survey for activity plans and store visits. If a survey is active you can't change, add or delete questions from it, but you can add additional products and categories.

From

Active

you can switch to

In Preparation

and

Obsolete

.

●

Obsolete

: The survey can no longer be assigned to new visits or activity plans. If the survey is already used for open, or in process store visits, the survey can still be completed during the visit.

From

Obsolete

you can switch to

In Preparation

and

Active

.

Set the survey status from the

Actions

menu.

Note

You can switch from

Obsolete

and

Active

to

In Preparation

only when there are no answers available for this survey.

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Scoring

For multiple-choice questions you can use a scoring for the questions and the answers.

With the screen personalization you can make the fields visible for the maximum, minimum, and total scores that can be reached. The fields are available on the

Editor

tab,

Results

tab, and survey header. On survey header the

Score Max

is maximum score reachable of a survey multiplied with the quantity of products and categories assigned. In case no product or category is assigned the factor is 1.

On the

Editor

tab you can also see the

Maximum Score

and the

Minimum Score

for each multiple-choice question that are calculated as follows:

Table 87:

Multiple-Choice (select one) Multiple-Choice (select multiple)

Maximum Score The score is calculated by multiplying the highest answer score with the ques­ tion score.

The score is calculated by summing up the highest reachable answer scores and multiplying it with the questions score.

Example

Question Score: 1

Answer A: 1

Answer B: 2

Answer C: 3

Maximum Score: 3*1=3

Question Score: 1

Answer A: 3

Answer B: -2

Answer C: -3

Maximum Score: 3*1=3

Example

Question Score: 1

Answer A: 1

Answer B: 2

Answer C: 3

Maximum Score: 6*1=6

Question Score: 1

Answer A: 3

Answer B: -2

Answer C: -3

Maximum Score: 3*1=3

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Minimum Score The score is calculated by multiplying the lowest answer score with the ques­ tion score.

The score is calculated by summing up the lowest reachable answer scores and multiplies it with the questions score.

Example

Question Score: 1

Answer A: 1

Answer B: 2

Answer C: 3

Minimum Score: 1*1=1

Question Score: 1

Answer A: 3

Answer B: -2

Answer C: -3

Minimum Score: –3*1=–3

Example

Question Score: 1

Answer A: 1

Answer B: 2

Answer C: 3

Minimum Score: 1*1=1

Question Score: 1

Answer A: 3

Answer B: -2

Answer C: -3

Minimum Score: –5*1=–5

Note

The scores are not shown when the employee fills out the survey.

Sections and Page Breaks

With a question type

Section

you can structure your survey, if required, by inserting additional headers.

With the

Page Break

check box you can create discrete pages in the survey. The current question and all following questions and sections are shown on a new page.

Note

When completing a survey in the SAP Cloud for Customer for iPad application, a page break requires a horizontal swipe gesture to reveal the next page.

Branching

With branching you can guide the users through a survey on question level: When an answer is submitted the system branches to the question entered on question level. If the question is left unanswered, the system proceeds to the next logical question.

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For questions of type

Multiple Choice (select one)

you can also decide on answer level where the user shall proceed with the survey in case a specific answer is selected. Also you can add a

Default Branch

on question level that is used if no answer is submitted for a

Multiple Choice (select one)

question.

If you don't use branching for one question the system takes the next logical question in your survey.

Note

We recommend to first define all questions and the sequence, before you start with branching. Because after you defined the branching it can cause errors if you change the sequence or delete a question.

Access Control Based on Sales and Service Organization

If you want to restrict the access to surveys you can do this by assigning a sales or a service organization to the survey.

Though if a sales or a service organization is assigned and the user has no authorization for this sales or service organization, this survey is not visible in list.

But if the sales or service organization has been changed in a survey, the old assignment is still valid for one day.

That means: If you have the rights to access the survey, you can assign any sales or service organization, even you have no rights for this sales or service organization. For current day, you can still access the survey. Next day, the normal check is applied as described.

Using a Survey Offline

You can use surveys also offline on the iPad. For this flag the

Offline Usage

checkbox for the corresponding survey. The survey will then be transferred to the iPad during synchronization and you can assign this survey also offline to a visit without the need of an activity plan.

Satisfaction Survey

If your system is set up to support it, you can create surveys of category

Satisfaction

that you can send out to your customers using an e-mail template. There your customers can rate how satisfied they are with several answer options rated on an overall scale that you can create by yourself. But note that you can also use all other question types in satisfaction surveys.

For this you enter your questions, for example, of type

Matrix

, then under

Answer

you enter the answer options and under

Rating Scale

you enter a name for each scale position, such as

Positive

,

Neutral

, and

Negative

, and a numeric value under

Rating

.

Note

● Prerequisite: To use the satisfaction survey you need to have activated the

Enhanced Marketing

Functionalities

option in business configuration.

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● Please keep in mind that the satisfaction surveys aren't available on the iPad and aren't therefore also not available for offline usage.

● You can find the satisfaction surveys also in the

Marketing

work center under

Content

as well as in the

Surveys

work center.

Reports

In the

Business Analytics

work center you can find the reports about surveys if you search for the prefixes

Visit

Survey:

or

Business Partner Survey:

:

● Reports with the prefix

Visit Survey:

are the aggregated data about surveys used in visits.

● Reports with the prefix

Business Partner Survey:

are the aggregated data about accounts, contacts, and employees within satisfaction surveys.

Net Promoter Score (NPS)

NPS calculates the commitment between you and your customers based on the answers given by the customers in the sent out satisfaction surveys.

Matrix View Versus Matrix Questions

With the

Matrix View

check box in the survey you can simplify the answering of the survey products and product categories on the iPad. For example, you can create questions and answers where the questions can be answered by simply rating the answers such as 1 for very bad and 10 for very good. The questions and answers for all products are shown as a matrix and you can enter the answers easily for each product or product category. Note that the matrix view is only possible without branching.

Mass Survey Responses for Matrix Product Surveys

During runtime, you can set mass responses for a column or a multiple choice option for matrix product surveys..

Attachments at Question Level

You can add attachments (set the flag for

Attachments

) to individual questions or items at desgin time in the survey. These attachments will be visible against the questions in the survey. Add attachments to surveys using one of the following options:

Local file

,

Web link

,

Library

.

You can also choose to specify the planogram attachment category, At run time, the attachment with the specified attachment category will be picked up from the data for the assigned customer and displayed in the survey.

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Add Products at Runtime

Set the flag for

Add Products from Product List

in the

Details

tab to enable adding products to the survey at runtime. The products that you add at runtime can be filtered using parameters such as product category, sales organization and distribution channel.

Pre-defined Survey Responses

Pre-defined responses to a question can be set using the flag for

Default Answer

. The response that you define will be defaulted in the survey at runtime.

Survey Reporting - Short Description for Question

The data sources and reports for analytics have been enhanced with the field for short description for surveys.

The question short description that you enter here is used to identify the survey during survey reporting.

Related Information

Configuring Visits [page 389]

6.3.8.3 Promotions

Promotions for Customers, Products and Visits

Prerequisites

Enable promotions in the scoping under

Marketing Promotion Management Promotions

the initial download report CRMPCD_PROMOTION_EXTRACT to view the list of promotions.

and also run

Promotions Overview

For the promotions that have been uploaded from ERP system, you can add or remove involved parties, products, product categories and attachments. The header data such as ID and account type are not modifiable. All other header data including dates, sales data, promotion type can be updated in your cloud solution.

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Access to Promotions in Workcenter Views

Promotions are displayed in the following work center views:

● Marketing The

Promotions

work center view is available under the

Marketing

work center. The list of promotions displayed here is determined by the employee responsible or the sales territory assigned to the user.

●

Accounts

: All available promotions for an account that are either assigned directly or through a customer hierarchy, are displayed in the

Promotions

view screen.

●

Products

: All available promotions for a product including those assigned at the product category level, are displayed for products.

●

Visits

: All running and incoming promotions valid for the selected account are displayed under visits.

●

Sales Orders

: All promotions valid for the selected account of the sales order and in status

Released

are displayed under the

Promotions Available

view screen. Note that promotional products can be added to sales orders using the

Add from Promotions

option. The promotional products in sales orders are differentiated from normal products. On saving the sales order, the promotional pricing will be applied for these promotional products. For more information on promotions in sales orders, see

Add Products [page 373]

6.3.8.3.1 Configuring Promotions

Scoping and Configurations for Promotions

Scoping

Promotions replicated from SAP CRM system can be accessed in the cloud solution as read only information.

Enable promotions in the scoping under

Marketing Promotion Management Promotions

and also run the initial download report CRMPCD_PROMOTION_EXTRACT to view the list of promotions in the cloud solution.

Configuring Promotions

Under

Business Configuration Activity List Promotions

, configure the following:

● Document Types

● Promotion Objectives

● Promotion Tactics

● Mapping of Promotion Types, Objectives and Tactics

● Promotion Spend Type Codes

● Promotion Spend Method Codes

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6.3.8.3.2 Promotions Calendar

Promotion calendar overview

Feature summary for promotions calendar:

Note

Promotion calendar is currently available only in responsive UI applications.

Promotion Status

The bar for actual dates displays the status of the promotion. Click on the bar for actual dates to display a quick view of the promotion.

Dates

The promotion calendar displays the promotions for the planned dates (color legend - Yellow), buying dates (color legend - Blue) and actual dates (color legend - updated based on the status of the promotion).

Display

● Click on the icon to the left of the variant name to choose to display promotion calendar in a tablular or calendar view.

● You can select the variant for display by choosing one of the following options:

All Ongoing Account Hierarchy

Promotions

,

All Ongoing Account Promotions

,

All Ongoing Promotions

,

All Promotions

.

● Click on the calendar icon (that also displays the current date) to choose a Month View or Select Range to display the promotion calendar.

Sort

You can also sort the display based on one or more of the sort options such as

Promotion ID

,

Type

,

Objective

,

Tactic

,

Priority

,

Buying Start Date

,

Buying End Date

and

External Name

.

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Filter

You can filter the display of promotions in the calendar using various options such as header data, promotion ID, status, dates and sales data.

Search

Searh for promotions in the search bar using promotion ID, description, products and customers.

6.3.9 Configuring Marketing Permissions

In the

Marketing Permissions

fine-tune activity you maintain your communication categories and the communication channels for countries with an explicit opt-in. These settings are required to track whether your customers opt-in or opt-out for a specific communication channel.

With the communication categories, you can specify how often a customer may be contacted during a certain period of time.

To find this activity, go to the

Business Configuration

work center and choose the

Implementation Projects

view.

Select your implementation project and click

Open Activity List

. Select the

Fine-Tune

phase, then select the

Marketing Permissions

activity from the activity list.

Prerequisites

You have selected the

Marketing Permission

option. To find this option, go to the

Business Configuration

work center and choose the

Implementation Projects

view. Select your implementation project and click

Edit project

Scope

. Under

Scoping

, then select the

Marketing Permission

option under

Marketing Campaign

Management

.

Business background

Marketing Permissions

Caution

It is the responsibility of your organization to comply with national legislation regarding data protection and the provision of marketing materials. Therefore, administrators must configure the solution for each country in which, or each customer with whom, your organization intends to conduct marketing activities and, to the extent legally required, make use of the option to store documents such as opt-ins or opt-outs.

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Using marketing permissions, you can control the information and advertisements that are offered directly to your customers using e-mail, fax or phone calls. You can find the

Marketing Permissions

tab in the master data for contacts, individual customers, and leads.

Campaigns

Marketing campaigns enable you to plan, create, and execute campaigns. With the solution you can create either e-mail campaigns directly out of the system or you create a campaign with a file export where you can let an external agency execute the campaign with the required data for phone call or letter campaigns.

To start a campaign you need to create first of all a target group, where you add members such as contacts, individual customers, existing target groups or accounts. But you can also import a CSV file or you export a report and add it to a target group. With the target group then you can create a campaign and execute it.

E-Mail Campaigns

If you want to send out e-mails directly out of the system you need to create an HTML file on your machine where you specify how the e-mail should look like. There you can also insert placeholders for personalization and you can enable parts for editing. This keeps the look and feel of your outgoing e-mails stable and you are only able to edit the required information. Then you create the e-mail template in the system under

Marketing Content

and upload the HTML file. In the

Content

view then you can add also placeholders, edit content, insert external surveys, and so on.

Now you can create a campaign and assign the e-mail template to it. After execution the system sends out personalized e-mails with the data of the target group.

Campaigns with File Export

To execute a phone or letter campaign where you can download the target group file based on a file format, you need a target group and a campaign file format defined in the

Campaign File Export

view in the

Marketing

work center. With the

Export List

action in

Build

tab of a campaign, you can then download the file to a particular campaign file format you selected on the

Attachments

tab. This file can be handed over to your telemarketing team or to an outside agency for creating leads or nurturing existing leads.

Enhanced Marketing Functionalities

If your system is set up to support it and your system administrator enabled the

Enhanced Marketing

Functionalities

in scoping, you can create campaigns with multiple steps where you can define automated actions based on a trigger from the prospect, contact or customer with regards to a campaign.

Tasks

Maintain Communication Channels for Countries with an Explicit Opt-In

Caution

It is the responsibility of your organization to comply with national legislation regarding data protection and the provision of marketing materials. Therefore, administrators must configure the solution for each country in

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which, or each customer with whom, your organization intends to conduct marketing activities and, to the extent legally required, make use of the option to store documents such as opt-ins or opt-outs.

To add a country where an explicit opt-in is required, click

Add Row

, enter the country and the corresponding communication channel, such as e-mail, letter or fax, and save your changes.

Maintain Communication Categories

1. To create a communication category click

Add Row

2. Enter a communication category, a description, a limit, and the time frame. With the limit and time frame you can specify how often a customer can be contacted during a certain period of time. When adding communication categories we recommend to start with the letter Z

3. Save your work.

6.3.10 Territories

Sales administrators can create sales territories and organize them into hierarchies.

Provided that Territory Management is active in your solution, sales administrators can create sales territories and organize them into hierarchies, which are used to delegate responsibility for each sales territory to the appropriate sales representatives. Sales administrators perform all associated tasks under

Sales

Territories

.

Activating Territory Management [page 405]

Territory Management encompasses all activities that are required to create and configure a hierarchy of sales territories, and to delegate responsibility at each level of this hierarchy to the appropriate sales representatives.

Realignment of Accounts and Territories [page 406]

If the locations or responsibilities of employees change, it is necessary to align their responsibilities in the system accordingly. Realignment is performed in batch jobs to partially automate the process, and to improve performance.

Realignment of Accounts and Territories - Define Rules [page 412]

Keep Current Owner [page 414]

6.3.10.1 Activating Territory Management

Territory Management encompasses all activities that are required to create and configure a hierarchy of sales territories, and to delegate responsibility at each level of this hierarchy to the appropriate sales representatives.

You have decided whether you want to activate territory management in your solution.

If so, you have also decided whether your organization shall have the ability to assign multiple territories per account. The solution, as delivered, permits the assignment of only one territory per account.

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Important tasks

Navigation

Table 88:

Scoping [page 125]

Questions

Territory Management

Sales Account and Activity Management Sales

Territory Management

(Optional) Assign Multiple Territories per Account

Sales Account and Activity Management Sales

Territory Management Do you want to assign an account to more than one territory?

Tip

If Territory Management is in scope in your solution, then we recommend that you assign read-only access to the

Territories

work center view, at a minimum, to any sales users who may need to select a territory from an account, opportunity or lead. To this end, you can modify the work center authorizations for the corresponding business roles to include the

Territories

work center view.

Parent topic: Territories [page 405]

Related Information

Realignment of Accounts and Territories [page 406]

Realignment of Accounts and Territories - Define Rules [page 412]

Keep Current Owner [page 414]

6.3.10.2 Realignment of Accounts and Territories

If the locations or responsibilities of employees change, it is necessary to align their responsibilities in the system accordingly. Realignment is performed in batch jobs to partially automate the process, and to improve performance.

Realignment is performed by administrators.

Example

Example

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A company realigns their personnel in the system once each quarter. Sometimes thousands of accounts, territories, leads, and opportunities are changed during a single realignment.

Parent topic: Territories [page 405]

Related Information

Activating Territory Management [page 405]

Realignment of Accounts and Territories - Define Rules [page 412]

Keep Current Owner [page 414]

Tasks

Defining a Realignment Run for Accounts and Territories

To realign account owners and territories, territory management must be activated.

Note

To determine whether territory management is activated, the administrator should check whether the

Territories

appear under

Sales

. If so, then territory management is activated. If not, then territory management is not activated.

If territory management is not activated, then you can perform one of the following actions:

● Realign accounts

To do so, see the

Defining a Realignment Run for Accounts

task.

● Activate territory management

To define a realignment run for accounts and territories, proceed as follows:

1. Choose

Sales Define New Realignment Run

.

A wizard appears to help you create a realignment run.

2. In the first step, define rules for calculating territory owners. These rules determine how accounts are assigned to territories.

Note

You can configure the condition columns within the rules, as desired – for example, by adding or removing them.

Caution

Only one set of rules is currently active for each tenant (company). In other words, if there is more than one person in your company with administration rights for rules, any change made by you or another

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administrator affects the company's rule set. For example, if you disable a rule in the rule set, it is disabled in the company's rule set. We recommend coordinating your rule-definition efforts to avoid overwriting one another’s changes.

In this step, you have the following options:

○ Add, insert, remove, copy, or paste rules

Tip

To change the value in each column, click the contents or asterisk ( * ) in that column.

When you add a new rule, define it as follows:

Table 89:

If the cell is...

White

Orange

Specify...

Selection criteria to define which items should be as­ signed

People or items to which the items defined in this rule should be assigned

○ Move rules up or down in the sequence

Note

We recommend that you keep specific rules at the top of the list and generic rules at the bottom. The system processes rules according to their priorities. By default, new rules are added to the bottom of the list, and so have the lowest priority. To change the priority of a rule, move it up or down in the list.

○ If you have allowed only one territory per account, the system uses the first rule that applies when making territory assignments.

○ If you have allowed multiple territories per account, the system uses all rules that apply when making territory assignments.

○ Adapt the available columns in the decision table using

Decision Table Configuration

as follows:

1. Click

Adapt Columns

.

2. Under

Available Columns

, select the fields that you want to use in your rules.

3. To add or delete fields, choose the arrow buttons and click

OK

.

Your extension fields are also displayed under

Available Columns

.

Note

The fields

Customer Group

,

Distribution Channel

,

Division

,

Sales Group

,

Sales Office

, and

Sales

Organization

are only available if you have enabled multiple territories per account. If you enable multiple territories, but later disable this feature, you must remove any rules with these fields.

○ View historical sets of rules

○ Activate the set of rules as the current version

○ Enable or disable individual rules by making the appropriate entry in the

Enabled

column.

○ Save a draft of the set of rules

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3. Choose

Next

.

4. In this step, you can add accounts that you want to maintain manually as exceptions to the rules you defined.

Note

The

Define Exceptions

step is only available if multiple territories per account is disabled.

Accounts in this list are not affected by the rules.

This list includes all individual exceptions, or accounts that sales users have marked as

Override Territory

and manually assigned to a territory or owner.

In this step, you have the following options:

○ Upload a list of accounts as exceptions by choosing

New Upload from Microsoft Excel

.

○ Remove an account from the list of exceptions so that the territory and owner are calculated by the rules instead.

To do so, select the account and choose

Remove Exceptions

.

○ Search the list of exceptions with the basic search or the advanced search.

Note

You cannot add individual exceptions manually on this screen. To mark an existing individual account as an exception, open the account and choose

Override Territory

. To enter a new individual account as an exception, upload it from Microsoft Excel.

5. Choose

Next

.

6. In this step of the wizard, enter a title for the realignment run.

7. Choose

Create

.

In the last step of the wizard, the system displays the ID of your realignment run and provides information about where to find it.

8. To display the realignment run, choose the title of the realignment run, which appears as a link.

On the overview screen that appears, you can see the status, details, and results of the realignment. You can also access your realignment run as described in the task

Realigning Accounts and Territories

.

9. To make the changes you defined in this realignment run, realign accounts and territories.

Realigning Accounts and Territories

Realignment is performed in batch jobs to partially automate the process, and to improve performance.

1. Choose

Sales Realignment Runs

.

2. Find your realignment run in the list and open it by clicking the run ID.

3. On the tabs on this screen, you have the following options:

○ Check the status of the rules calculation.

○ Review the details.

When the rules calculation is complete, check the opportunities and leads that appear below the account.

All the open leads and opportunities are listed here.

By default, during realignment, the owners of these opportunities and leads will be changed to the new account owner. If you do not want the owner of certain opportunities or leads to change, select the

Keep

Current Owner

checkbox.

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Example

For example, you see that Lead C will be switched to John Miller when this realignment is run. However,

Donna Moore, who currently owns this lead, has nearly converted it to an opportunity. So, you want to keep Lead C under Donna, and not hand it over to John. To do so, choose

Keep Current Owner

.

Note

Even if you do not change the owner of an account, the system compares the owners defined for leads and opportunities with those of the assigned account. If the owners are different, the system replaces the owners of the leads and opportunities with the owner of the assigned account.

○ Use the

Edit

button to make any necessary changes.

○ After you have run this realignment, you can view the results.

4. Close this screen.

5. When you are ready to make these changes, select your realignment run and set it to active.

6. Choose

Schedule

and enter the appropriate information to schedule your realignment run.

7. Save your entries.

The realignment batch job runs according to the schedule you defined. When the realignment run is finished, if you select it, its details appear on the lower half of this screen. For more information, see the

Displaying

Details About a Realignment Run

task.

Realigning Accounts

Realignment is performed in batch jobs to partially automate the process, and to improve performance.

1. Choose

Sales Realignment Runs

.

2. Find your realignment run in the list and open it by clicking the run ID.

3. On the tabs on this screen, you have the following options:

○ Review the details.

Check the opportunities and leads that appear below the account. All the open leads and opportunities are listed here.

By default, during realignment, the owners of these opportunities and leads will be changed to the new account owner. If you do not want the owner of certain opportunities or leads to change, select the

Keep

Current Owner

checkbox.

Example

For example, you see that Lead C will be switched to John Miller when this realignment is run. However,

Donna Moore, who currently owns this lead, has nearly converted it to an opportunity. So, you want to keep Lead C under Donna, and not hand it over to John. To do so, choose

Keep Current Owner

.

Note

Even if you do not change the owner of an account, the system compares the owners defined for leads and opportunities with those of the assigned account. If the owners are different, the system replaces the owners of the leads and opportunities with the owner of the assigned account.

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○ Use the

Edit

button to make any necessary changes.

○ After you have run this realignment, you can view the results.

4. Close this screen.

5. When you are ready to make these changes, select your realignment run and set it to active.

6. Choose

Schedule

and enter the appropriate information to schedule your realignment run.

7. Save your entries.

The realignment batch job runs according to the schedule you defined. When the realignment run is finished, its details appear on the lower half of this screen. For more information, see the

Displaying Details About a

Realignment Run

task.

Displaying Details About a Realignment Run

1. Choose or

Sales Realignment Runs

.

All the realignment runs that you are authorized to view appear on the screen.

2. Select a realignment run.

If the realignment run is finished, its details appear on the realignment run screen. To update the screen to show the latest status of the realignment run, choose

Refresh

.

To view the results, choose the application log ID number.

3. For more details, open the realignment run by choosing the run ID.

On the tabs on this screen, you have the following options:

○ Check the status of the rules calculation.

This tab only appears if you have defined a realignment run for accounts and territories using rules.

○ Review the details.

When the rules calculation is complete, check the opportunities and leads that appear below the account.

All the open leads and opportunities are listed here.

By default, during realignment, the owners of these opportunities and leads will be changed to the new account owner. If you do not want the owner of certain opportunities or leads to change, select the

Keep

Current Owner

checkbox.

Example

For example, you see that Lead C will be switched to John Miller when this realignment is run. However,

Donna Moore, who currently owns this lead, has nearly converted it to an opportunity. So, you want to keep Lead C under Donna, and not hand it over to John. To do so, choose

Keep Current Owner

.

Note

Even if you do not change the owner of an account, the system compares the owners defined for leads and opportunities with those of the assigned account. If the owners are different, the system replaces the owners of the leads and opportunities with the owner of the assigned account.

○ Use the

Edit

button to make any necessary changes.

○ After you have run this realignment, you can view the results.

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6.3.10.3 Realignment of Accounts and Territories - Define

Rules

Note

You can configure the condition columns within the rules, as desired – for example, by adding or removing them.

Caution

Only one set of rules is currently active for each tenant (company). In other words, if there is more than one person in your company with administration rights for rules, any change made by you or another administrator affects the company's rule set. For example, if you disable a rule in the rule set, it is disabled in the company's rule set. We recommend coordinating your rule-definition efforts to avoid overwriting one another’s changes.

In this step, you have the following options:

● Add, insert, remove, copy, or paste rules

Tip

To change the value in each column, click the contents or asterisk ( * ) in that column.

When you add a new rule, define it as follows:

Table 90:

If the cell is...

White

Orange

Specify...

Selection criteria to define which items should be assigned

People or items to which the items defined in this rule should be assigned

● Move rules up or down in the sequence

Note

We recommend that you keep specific rules at the top of the list and generic rules at the bottom. The system processes rules according to their priorities. If you have maintained multiple rules and more than one rule applies to an item, the system only uses the first rule that applies to that item. By default, new rules are added to the bottom of the list, and so have the lowest priority. To change the priority of a rule, move it up or down in the list.

● Adapt the available columns in the decision table using

Decision Table Configuration

as follows:

1. Click

Adapt Columns

.

2. Under

Available Columns

, select the fields that you want to use in your rules.

3. To add or delete fields, choose the arrow buttons and click

OK

.

Your extension fields are also displayed under

Available Columns

.

● View historical sets of rules

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● Activate the set of rules as the current version

Note

You can configure the condition columns within the rules, as desired – for example, by adding or removing them.

Caution

Only one set of rules is currently active for each tenant (company). In other words, if there is more than one person in your company with administration rights for rules, any change made by you or another administrator affects the company's rule set. For example, if you disable a rule in the rule set, it is disabled in the company's rule set. We recommend coordinating your rule-definition efforts to avoid overwriting one another’s changes.

In this step, you have the following options:

● Add, insert, remove, copy, or paste rules

Tip

To change the value in each column, click the contents or asterisk ( * ) in that column.

When you add a new rule, define it as follows:

Table 91:

If the cell is...

White

Orange

Specify...

Selection criteria to define which items should be assigned

People or items to which the items defined in this rule should be assigned

● Move rules up or down in the sequence

Note

We recommend that you keep specific rules at the top of the list and generic rules at the bottom. The system processes rules according to their priorities. If you have maintained multiple rules and more than one rule applies to an item, the system only uses the first rule that applies to that item. By default, new rules are added to the bottom of the list, and so have the lowest priority. To change the priority of a rule, move it up or down in the list.

● Adapt the available columns in the decision table using

Decision Table Configuration

as follows:

1. Click

Adapt Columns

.

2. Under

Available Columns

, select the fields that you want to use in your rules.

3. To add or delete fields, choose the arrow buttons and click

OK

.

Your extension fields are also displayed under

Available Columns

.

● View historical sets of rules

● Activate the set of rules as the current version

Parent topic: Territories [page 405]

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Related Information

Activating Territory Management [page 405]

Realignment of Accounts and Territories [page 406]

Keep Current Owner [page 414]

6.3.10.4 Keep Current Owner

By default, during realignment, the owners of these opportunities and leads will be changed to the new account owner. If you do not want the owner of certain opportunities or leads to change, select the

Keep Current Owner

checkbox.

Example

For example, you see that Lead C will be switched to John Miller when this realignment is run. However, Donna

Moore, who currently owns this lead, has nearly converted it to an opportunity. So, you want to keep Lead C under Donna, and not hand it over to John. To do so, choose

Keep Current Owner

.

Note

Even if you do not change the owner of an account, the system compares the owners defined for leads and opportunities with those of the assigned account. If the owners are different, the system replaces the owners of the leads and opportunities with the owner of the assigned account.

By default, during realignment, the owners of these opportunities and leads will be changed to the new account owner. If you do not want the owner of certain opportunities or leads to change, select the

Keep Current Owner

checkbox.

Example

For example, you see that Lead C will be switched to John Miller when this realignment is run. However, Donna

Moore, who currently owns this lead, has nearly converted it to an opportunity. So, you want to keep Lead C under Donna, and not hand it over to John. To do so, choose

Keep Current Owner

.

Note

Even if you do not change the owner of an account, the system compares the owners defined for leads and opportunities with those of the assigned account. If the owners are different, the system replaces the owners of the leads and opportunities with the owner of the assigned account.

Parent topic: Territories [page 405]

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Related Information

Activating Territory Management [page 405]

Realignment of Accounts and Territories [page 406]

Realignment of Accounts and Territories - Define Rules [page 412]

6.3.11 Configuring Response Options

If you want to classify responses that you capture from campaigns, a marketing administrator can create response options that can be assigned to campaigns. A response option can be assigned a positive, negative, or neutral classification.

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

You have decided to use response options for campaigns and have scoped Campaigns.

Example

Capturing the customers' sentiment or interest.

Navigation

Table 92:

Scoping

Menu Path

Marketing Campaign Management Campaign

Execution

Marketing Response Options

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Creating Response Options

When creating a new response option, the classification field allows you to select, for example, all positive activities in reporting. When a campaign is assigned to an activity, there’s a check, whether response options are assigned to this campaign.

If there is a default response option, this default displays in the newly created activity. You can change the response to another option assigned to the campaign later.

Currently there is reporting and user interface selection based on the response option. For leads and opportunities, we assume to have already a positive feedback. Otherwise we would not have such an object.

Response options can only live with a campaign. When you set a response option to

Obsolete

, you will not see it anymore in the value help and you can't assign it to campaigns.

Note

You can only assign response options to a campaign that has not yet been executed in status

Planned

.

To create a response option:

1. Choose

Marketing Response Options New

.

2. Enter a description for the response option and select a classification.

3. Save your entries.

4. The response option gets saved with status as active, and can be assigned to campaigns that have not yet been activated.

The response options are mainly used for giving any semantics to activities that are related to a campaign. If you defined a standard response option for a campaign, then this option will be preset in the activity when you enter the related campaign. However, you can always change the option to another value later.

6.3.12 Configuring the Deal Finder

The deal finder helps sales users evaluate customers quickly to pursue the most promising deals.

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

In the deal finder, sales users can select any topic of interest and add leads to the funnel. Once the leads have been added to the funnel, integration with SAP InfiniteInsight uses predictive analytics to prioritize leads by lead score. Sales users can use these scores to review leads and convert them to opportunities to grow their pipeline.

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As an administrator, after you configure the deal finder, you can help sales users access updated predictive data within the deal finder by logging in to SAP InfiniteInsight on a monthly or quarterly basis and updating the lead scoring formula there.

● You have a valid SAP ID service account.

● Your SAP solution is provisioned to support the deal finder.

● You have defined HTML5 as your default client.

This feature is only available in the HTML5 client.

Tip

We recommend that you use Google Chrome

TM

to access the deal finder in the HTML5 client.

● If you want to use Avention for lead generation, you have done the following:

○ Paid to use Avention

○ Set up triggers for lead generation in Avention

Important tasks

Navigation

Table 93:

Scoping [page 125]

Sales Lead Management Leads

Activity List [page 297]

No settings.

Activate the deal finder for users

1. Activate the deal finder

If you want to use the deal finder, in scoping, activate

Activity Management

.

2. If you want to use lead scoring, in the questions section, activate SAP InfiniteInsight.

Tip

We recommend activating SAP InfiniteInsight to use lead scoring with the deal finder. SAP solutions with provisioning for deal finder includes access to SAP InfiniteInsight.

Integration with SAP InfiniteInsight uses predictive analytics to prioritize leads by lead score. Sales users can use these scores to review leads and convert them to opportunities to grow their pipeline.

3. If you want to import additional leads into your solution, in the questions section, activate Avention.

Tip

Decision Point

Why use Avention?

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Integration with Avention is an optional capability to import trigger-based leads into the solution for use by your sales personnel.

Why skip Avention?

If you use another lead-generation tool, you may not need to add Avention.

4. Assign intended users.

To use the deal finder, sales users must have access to a leads work center view. Under

Administration

Security Business Users

, assign intended users to

Sales Leads

or

Sales Marketing

, or a role with access to one of these views.

Add the deal finder tile to the home page

In order for sales users to access the deal finder, you as an administrator must adapt the home page on the

HTML5 client for the appropriate role(s), then add the deal finder as a scorecard, as follows:

1. Open the home page.

2. Select , then

Adapt

.

3. Select the business role whose users will work with the deal finder.

4. Select , then

Edit

.

5. Navigate to

Scorecards

.

6. For the

Deal Finder

scorecard, select:

○ the

Add to Role?

checkbox, if the deal finder is to be added to that business role.

○ the

Visible?

checkbox, if the deal finder is to become visible on the home page for users with that business role.

7. Choose

Publish

to finalize your changes for that business role.

Save queries

In order for your sales users to see topics in the deal finder, you as an administrator must add a query with the topic as the search parameter. If there are leads associated with your query, then they will appear under the query name as topics in the deal finder.

Note

Leads with the status

Converted

do not appear in the deal finder.

1. In the HTML5 client, choose

Sales Leads

or

Marketing Leads

.

2. Choose

Adapt Edit Master Layout

.

3. Choose to show the advanced filter.

4. Select the settings that you would like to appear as topics in the deal finder. For example, you might choose

Hot

as the query under qualification level.

5. Save and apply the query. The name you enter will be the name of the topic in the deal finder.

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6. Choose

Adapt End Layout Changes

.

Set up a communication system

If you want to use SAP InfiniteInsight or Avention, you must set up a communication system and communication arrangement.

A communication system represents an external system that is used for application integration. In this case, integration with SAP InfiniteInsight enables lead scoring, and integration with Avention enables trigger-based lead generation.

To set up a communication system for the deal finder, proceed as follows:

1. Log on as an administrator and choose

Administration IT Setup Communication Systems

.

2. Create a new communication system.

3. Fill in the necessary information, including an ID and host name, and select

Internet

for the system access type.

4. Add a System Instance ID. We recommend using the following ID:

INFINITEINSIGHT

or

AVENTION

.

5. Save your new communication system.

6. Choose

Actions

, then

Set to Active

.

Set up a communication arrangement

If you want to use SAP InfiniteInsight or Avention, you must set up a communication system and communication arrangement.

Before you can use a communication system in an application integration scenario, you need to create a communication arrangement. Communication arrangements help you to configure the electronic data exchange between the solution and a communication partner.

To set up an arrangement to define how your SAP Cloud for Customer solution communicates with SAP

InfiniteInsight or Avention, proceed as follows:

1. Log on as an administrator and choose

Administration IT Setup Communication Arrangements

.

2. Create a new communication arrangement.

3. Select the communication scenario as follows:

○ For lead scoring, use

Deal Finder — Lead Scoring

○ For lead generation, use

Manage Leads

.

4. Select the system instance ID that you created when you set up your communication system. For example, we recommend using the following IDs:

INFINITEINSIGHT

or

AVENTION

.

5. In the

Define Technical Data

step, do the following:

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Feature/Application Application Protocol Authentication Method

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Lead scoring/SAP InfiniteInsight

Lead generation/Avention

Web Service

Web Service

User ID and Password

SSL Client Certificate

6. Note the user ID, which will be used to authenticate the service in the respective application (SAP

InfiniteInsight or Avention).

7. Choose

Edit Credentials

, then enter a password. This is the password you will use to set up the respective application (SAP InfiniteInsight or Avention).

8. Choose

Finish

to save and activate the communication arrangement.

Access and configure SAP InfiniteInsight

1. Access SAP InfiniteInsight, at https://c4c-dealfinder-infiniteinsight-backend.itc.sap.com

.

2. Select the SAP logo.

3. Log on with the user and password of your SAP ID Service account to associate an SAP InfiniteInsight account with your SAP Cloud for Customer solution.

4. For the SAP WSDL user and SAP WSDL password, enter the user ID and password that you specified as you set up the communication arrangement.

5. For the SAP tenant, paste the sample URL of your productive tenant, as indicated below:

○ myNNNNNN.crm.ondemand.com

Note

Do not enter

https://

before this sample URL.

Because only one tenant can be specified per SAP InfiniteInsight account, we recommend that you enter the URL of your productive tenant in this field. If you want to specify a separate tenant — for example, for a test system — then log on with a separate SAP ID Service account for that tenant.

6. Modify the sample URL by replacing NNNNNN with the numbers that are associated with the URL of your specific tenant.

7. Save your account information.

8. Update the lead scoring formula.

In response, a call is triggered to SAP Cloud for Customer to read lead data and to generate an updated scoring formula in SAP InfiniteInsight. The updated formula is then communicated to SAP Cloud for

Customer.

Tip

Upon configuring SAP InfiniteInsight as described here, you can log on anew and repeat this action on a monthly or quarterly basis, which enables the lead scoring formula to learn from past sales activity. The updated scoring formula also enables sales users to access, via the deal finder, newer predictive data from SAP

InfiniteInsight.

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Access and configure Avention

If you have not elected to use Avention for lead generation, you can skip this step.

Within the Avention solution, set up the communication arrangement that completes configuration with SAP

Cloud for Customer, and define the triggers for data that will result in the import of data into SAP Cloud for

Customer, and creation of leads.

Adapting the deal finder

Once the feature is enabled, you can choose

Administration Sales and Marketing

, then

Deal Finder

to adapt it.

6.3.13 Configuring the Influencer Map

The influencer map allows sales users to view top influencers for contacts and employees and to redefine their perceived importance in driving sales.

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

● Your solution includes the advanced user option.

● This feature is only available in the HTML5 client.

Important tasks

Navigation

Table 95:

Scoping [page 125]

Activity List [page 297]

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No settings.

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Activate the influencer map

1. In scoping, activate

Opportunities

, and in the questions step, ensure that you have included the influencer map in the scope of your project.

2. Assign the opportunities work center to the appropriate users or roles.

For more information about assigning work centers, see

Configuring Business Roles [page 49]

.

Adapt the influencer map

1. Go to

Administration Sales and Marketing Influencer Map

.

2. On each of the tabs, make settings to fit your needs.

Add the influencer map to the home page and SAP Customer Insight

To allow users to access the influencer map from the home page or from SAP Customer Insight, do the following:

1. Log on as the administrator and go to the home page.

2. Choose

Adapt

.

The list of roles that appears are the business roles that you created when you set up your system.

3. Select a role to which you want to add the influencer map.

4. Choose

Edit

.

5. Under

Scorecards

, add the influencer map.

6. Publish your changes.

7. Leave adaptation mode.

Tip

Test It!

1. Log on with a user who is assigned to the role to which you just added the influencer map.

2. Go to the home page or SAP Customer Insight and ensure that the influencer map appears.

Add the influencer map to opportunities

To allow users to access the influencer map from opportunities in the browser, do the following:

1. Add the

Opportunities

work center to a role or individual user.

For more information about editing roles, see Configuring Business Roles [page 49]

.

2. Under

Sales Opportunities

, open an opportunity and adapt it to make the

Top Influencers

tab visible.

3. Adapt the

Contacts

or

Sales Team

tabs of the opportunity to make the

Top Influencers

checkbox visible.

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Tip

Test It!

1. Log on with a user who is assigned to the role to which you just added the influencer map.

2. Open an opportunity and ensure that you can do the following:

○ Under

Contacts

or

Sales Team

, you can mark people as top influencers.

○ You can see details on the

Top Influencers

tab.

6.3.14 E-Mail Templates

To send out personalized mass e-mail message to a target group, you must first create an HTML template with a desired layout, the message text, and placeholders for the various attributes to be personalized during campaign execution with the target group member attribute values.

Overview

You can use any HTML editor to create this template. The syntax of the placeholders is described below. After you created the template you have to upload the HTML template to the campaign.

Caution

To ensure that the upload works correctly, we recommend to ensure that the following prerequisites are fulfilled:

● HTML syntax of placeholders is correct.

● Unsubscribe link is included (due to legal requirements).

● HTML syntax is virus-free.

● HTML templates must be saved with UTF-8 encoding. Templates saved with a different encoding result in upload errors.

Also we recommend the following points to prevent issues during the template upload:

● Please use an HTML text editor such as Microsoft Expression Web ®.

● Please don’t use HTML5, because it is currently not supported.

HTML Header Section

To encode the file content in UTF-8, set the META tag in the header of the HTML source code as follows:

<meta content="text/html; charset=utf-8" http-equiv="Content-Type">

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Example for HTML 4:

<meta content="text/html; charset=utf-8" http-equiv="Content-Type">

Example for HTML 5:

<meta charset=UTF-8" http-equiv="Content-Type">

HTML Body Section

● If you use external hyperlinks in the HTML body with the a href tag, these links are tracked automatically in direct e-mail campaigns.

● If your system is set up to support it, you can now add a <div> tag to your templates that enables you to edit text paragraphs of the template in the system: <div class="editable">

Placeholders

You must enter the placeholders in the HTML within a SPAN tag with the following syntax:

<span class=”variable”>

/<ES name Data Type>/<ES name of element>

</span>

Example

Example

<span class=”variable”>

/FormCampaignExecutionPlaceholder/Customer/FormattedName

</span>

You can enter the same placeholder several times in the HTML. During campaign execution the value of the SPAN tag is replaced by the corresponding value from the account or contact person that receives the e-mail message.

For example:

<span class=”variable”>

Ms. Mary Valdez

</span>

Tip

● If your e-mail template contains images, the image files should be stored on a publicly accessible image server, and referenced in the template using the IMG tag.

● Your template should include placeholders for accounts, contacts, and individual customers. The system fills in the appropriate placeholder based on the item type of the target group member.

The following table shows the currently supported placeholders.

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Table 96:

Placeholder

/FormCampaignExecutionPlaceholder/Customer/

NameOrFirstName

/FormCampaignExecutionPlaceholder/Customer/

AdditionalNameOrLastName

/FormCampaignExecutionPlaceholder/Customer/

FormattedName

/FormCampaignExecutionPlaceholder/Customer/

FormOfAddressName

/FormCampaignExecutionPlaceholder/Customer/

AcademicTitleName

/FormCampaignExecutionPlaceholder/

ContactPerson/FirstName

/FormCampaignExecutionPlaceholder/

ContactPerson/LastName

/FormCampaignExecutionPlaceholder/

ContactPerson/FormattedName

/FormCampaignExecutionPlaceholder/

ContactPerson/FormOfAddressName

/FormCampaignExecutionPlaceholder/

ContactPerson/AcademicTitleName

/FormCampaignExecutionPlaceholder/

ContactPerson/BusinessCardFunctionName

/FormCampaignExecutionPlaceholder/

ContactPerson/BusinessCardDepartmentName

/FormCampaignExecutionPlaceholder/

ResponseCodeID

Contact Field (Account or Individual Customer)

Account: Name

Individual Customer: First Name

Account: Additional Name

Individual Customer: Last Name

Formatted name of the account or individual customer

Individual Customer: Title (for example: Mr. or Ms.)

Individual Customer: Academic title (for example: Dr. or Prof.)

Account: First name of the contact person

Account: Last name of the contact person

Account: Formatted name of the contact person

Account: Title of the contact person (for example: Mr. or Ms.)

Account: Academic title of the contact person (for example:

Dr. or Prof.)

Account: Function of the contact person from the business card (for example: Product Manager)

Account: Department name of the contact person from the business card (for example: Development)

Response code ID generated for each member of the target group during the execution of the campaign

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Placeholder

/FormCampaignExecutionPlaceholder/Survey/

SurveyID

Contact Field (Account or Individual Customer)

If your system is set up to support it, you can add satisfaction surveys to your e-mail templates:

<a href="https://{/

FormCampaignExecutionPlaceholder/

Survey/SurveyID}<ID of your survey>">any text</a>

Example

Example

<a href="https://{/

FormCampaignExecutionPlaceholder/

Survey/SurveyID}1234">Please complete a survey.</a>

Mandatory Unsubscribe Placeholder

With the placeholders /FormCampaignExecutionPlaceholder/MailingPermissionDenyMailToURI or /

FormCampaignExecutionPlaceholder/SubscriptionLink/SubscriptionURI in the template the recipient can indicate to be removed from future mailings by either simply unsubscribe by e-mail or on an external landing page.

● The placeholder /FormCampaignExecutionPlaceholder/MailingPermissionDenyMailToURI is used to create a MailTo link within the e-mail. It must be put inside the value of the HREF attribute of the anchor tag.

When your customer has clicked the link in the e-mail and sends back the unsubscribe e-mail, the system treats the unsubscribe e-mail automatically and changes in the contact master data the consent for channel

E-Mail

to

Opt-Out

in the

Marketing Permissions

.

Example

Example

<a href="mailto:{/FormCampaignExecutionPlaceholder/

MailingPermissionDenyMailToURI}">Click here to be removed from future marketing mailings.</a>

In the e-mail message, the anchor tag includes your return e-mail address and an ID code. For example:

<a href="mailto:unsubscribe.marketing.mailing@aslcust004.mail.dev.sapbydesign.com?

subject=DenyMailingPermission6B7DF34541279407D4EFD1C24E6BC393867CDDA8">Click here to be removed from future marketing mailings.</a>

● The placeholder /FormCampaignExecutionPlaceholder/SubscriptionLink/SubscriptionURI is used to identify one or more URLs within the template that point to a landing page provided by your own content management system (CMS) where the recipient of the personalized e-mail can subscribe or unsubscribe.

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Please note that you have to conduct also your CMS with the SAP Cloud for Customer system using a web service (A2X). For more information, go to the SAP Help Portal >

Integration Help

>

Web Service APIs in SAP

Cloud for Customer

>

Manage Marketing Permissions

.

Example

Example

<href="http://{/FormCampaignExecutionPlaceholder/SubscriptionLink/

SubscriptionURI}your URL">any text of the link</a>

For example:

If you want to unsubscribe from this newsletter or if you want to subscribe for an additional one please click this <href="http://{/FormCampaignExecutionPlaceholder/SubscriptionLink/

SubscriptionURI}scn.sap.com/user-preferences!input.jspa">link</a>.

Note

Either /FormCampaignExecutionPlaceholder/MailingPermissionDenyMailToURI or /

FormCampaignExecutionPlaceholder/SubscriptionLink/SubscriptionURI must be within your template.

One of these unsubscribe links are required for e-mail campaigns. You can only upload a template for use in email campaigns if it includes an unsubscribe link.

Code Example

Here is a code example for a very simple e-mail template that you can use as starter for your own templates:

<html>

<head>

<meta content="text/html; charset=utf-8" http-equiv="Content-Type">

</head>

<body>

<span class="variable">/FormCampaignExecutionPlaceholder/ContactPerson/

FormattedName</span>

<p>Please join us for the conference!</p>

<p><a href="mailto:{/FormCampaignExecutionPlaceholder/

MailingPermissionDenyMailToURI}">Click here to be removed from future marketing mailings.</a></p>

<p>If you want to unsubscribe from this newsletter or if you want to subscribe for an additional one please click this <a href="http://{/

FormCampaignExecutionPlaceholder/SubscriptionLink/SubscriptionURI}scn.sap.com/userpreferences!input.jspa">link</a></p>

<p><a href="http://www.sap.com/HANA">News about SAP HANA</a></p>

<div class="editable">

<p>This paragraph shall be editable in the editor.</p>

</div>

</body>

</html>

Please note to use either the one or the other unsubscribe placeholder.

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6.3.15 Activating Direct E-Mail Campaigns

You must activate e-mail campaigns before users can send direct e-mail marketing messages. To activate direct e-mail campaigns in your system follow the steps below.

Procedure

1. Set scoping options.

For information on selecting the necessary scoping options to enable direct e-mail campaigns, refer to the

following document: Enabling Features in Scoping for SAP Cloud for Sales [page 126]

2. Activate mass e-mail in the business configuration.

1. Go to

Business Configuration Implementation Projects

.

2. Select your project, click

Open Activity List

and open the

E-Mail and Fax Settings

fine-tune activity.

3. Select

Activation of Mass E-Mail

.

4. Follow the steps of this screen and save your entries.

Related Information

Enabling Features in Scoping for SAP Cloud for Sales [page 126]

Templates for E-Mail Campaigns [page 423]

Creating Campaign Export File Formats [page 428]

6.3.15.1 Creating Campaign Export File Formats

When a user executes a campaign, the target group information for accounts, contacts, and individual customers are exported to a comma separated value (CSV) file compatible with Microsoft Excel®. You can define one or more file formats for the CSV file that determines which information is exported and the order in which it appears in the file.

Prerequisites

You activated

Campaign Management

with

Campaign Execution

in the scoping of your project.

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Procedure

1. Select

Marketing Campaign File Formats

.

2. Select

New

.

3. Enter a description for the file format.

4. Select the

Channel

, for example,

E-Mail

.

5. Decide whether

○ this file format shall be used as default for the selected execution type.

○ you need a header row.

○ an escape sign is required.

6. Select

Save and Open

.

7. Use the controls to move desired fields to the

Selected Fields

box and move the fields up or down in the list to change the order in which they appear in the export file.

8. Select

Save and Close

.

Related Information

Activating E-Mail Campaigns [page 428]

Templates for E-Mail Campaigns [page 423]

6.3.16 Configuring SMS Blasts for Campaigns

This topic presents an overview of configuration required to send SMS blasts for campaigns..

Send SMS Blasts for Campaigns

Required Configuration

You need to maintain the following configuration to enable this feature:

1. Request short codes and outbound endpoint from Gateway Provider.

Outbound SMS Messages - Request your gateway provider to supply an endpoint URL for outbound SMS messages.

2. Create mashup web service for outbound messages

You will need to create the mashup web service for these outbound messages under

Administration IT

Setup Mashups Mashup Web Services

.

Note the following when creating a new mashup web service:

○ If you are using SAP Mobile Services as the gateway provider, choose

New

and select

Rest Service

. Other gateway providers may use a different type of service.

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○ In the

General Information

area, enter the service name, and set the status to active.

○ In the

Service Information

area, enter the required parameters based on the gateway provider's API properties. This includes the outbound endpoint URL

○ Make a note of the Service ID number that the system assigned to this service. You need to enter the service ID when you set up your messaging channels.

Note

For more information, see the documentation for the topic Mashups and Web Services under Business

Flexibility in the Administrator guide.

Create Messaging Channels

To maintain the configuration, go to

Administration Sales & Marketing Settings Marketing Messaging

.

6.3.17 Configuring Consumer Product Extended

A new workcenter -

Collections

with the tab screens for

Payments

and

Invoices

. The open invoices and payments can be dynamically replicated using A2X or A2A services.

New Work Center - Collections

To enable this work center, you must scope

Payment

and

Invoice

under

Industry Solution Consumer Product

Extended

. These two work center tab screens appear under the

Collections

work center.

Fine Tuning Questions for Payments

In the scoping questions, you can determine if payments be allowed with a digital signature or simply with the signature of the employee responsible or if both are required for validating payments. The following questions must be reviewed for payments:

● Payment Signature Settings:

○ Do you want to capture and attach a graphical signature of the payer for the payment

○ Do you want to capture and attach a graphical signature of the receiver of the payment

○ Do ou want to make graphical signature capture mandatory?

● Block Partial Payment

○ Do you want to block partial payments

If you scope this question, you cannot make partial payments for invoices. Any payment that you make must match the total balance amoutn for the invoice.

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Scoping Questions for Replicating Invoices Using A2A Services

Scope the following questions in the

Collections

section under

Business Configuration Scoping

Communication and Information Exchange Integration with External Applications and Solutions Integration into Sales, Service and Marketing Processes Collections

. When you scope these two questions, the BC configurations get deployed in the system.

1. Do you want to receive invoice information from an external application or solution to your cloud solution?

2. Do yo want to transfer payments information from your cloud solution to an external application or solution?

ID Mapping

You can also maintain the ID mapping for sales organization IDs and business partners (such as account and payer) in the system and map them to corresponding internal ID's in the cloud solution.

New Data Sources

Two new data sources for analytics are available for

Payments

and

Invoices

respectively.

Access Restrictions for Payments and Invoices

You can maintain access restrictions for payments and invoices in the business configuration.

● Payments can be restricted for read and write access at the

Employee

or

Team leave

l.

● Invoices can be restricted for read and write access at the

Sales Area

level.

Settings for Replication of Payments

You need to setup the communication scenario from the Communication Arrangement work center view.

Supported communication scenarios for payments:

● A2X scenario - Consumer Product Extended - Invoice Replication

● A2A scenario - Invoice Replication from External System

Note

The A2A scenario is displayed in the list of communication arrangements only if it has been scoped in the business configuration as described earlier in this topic.

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Settings for Replication of Invoices

You need to setup the communication scenario from the Communication Arrangement work center view.

Supported communication scenarios for invoice:

● A2X scenario - Consumer Product Extended - Payment Replication

● A2A scenario - Payment Replication to External System

Note

The A2A scenario is displayed in the list of communication arrangements only if it has been scoped in the business configuration as described earlier in this topic.

6.3.17.1 Payments and Invoices Overview

Detailed documentation for payments and invoices.

Note that the

Collections

tab screen is also displayed under

VISITS

. In the visits other KPIs are also displayed.

Note

The KPI calculation and the invoice list are cleared after the visit is

Checked Out

by the sales representative.

These include

●

Total Amount Owed

that is the total amount owed by the account from all open and paritally paid invoices

●

Amount Paid

that represents the amount that was cleared during this visit

●

Amount Remaining

that refers to the amount still remaining to be paid

Replicating Invoices

The invoices you replicate are read-only in the cloud solution. You can use standard A2X synchronous services to replicate from SAP ERP system. Alternatively, you can also use A2A asynchronous services to replicate the invoices from an external third party system.. You need to maintain the required business configuration under scoping to be able to use A2A services..

Pay Invoices via a Visit

If you have scoped the

Consumer Product Extended

scenario in the business configuration, you will see the new

Collections

work center. The

Collections

tab also appears in the visit with the

Payments

and

Invoices

sections. If you have replicated invoices for an account and sales area using A2X or A2A services, you will see that these appear in that customer's visits as open invoices. Note that all invoices are read-only in the cloud solution.

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Make Payments

You can initate a payment from the visit or from

Collections Payments

. Paymnet by cash and using cheque are supported in the current release version. When you create a payment, a corresponding payment object gets created and is attached to the invoice. You can make mass payments by selecting more than one invoices or make partial payments (provided you have not blocked partial payments in the scoping). If you have enabled mandatory signature capture for the payer and the recipient, you need to capture the corresponding graphical signatures.

Note

In the current release, you can only make payments from the

Collections

tab screen under

Visits

.

Note

In mass payments, the invoices with earlier dates are paid first. Therefore, when you track the status of the invoices after making a collective payment, you will see that some of the most recent invoices may be in status

Partially Paid

.

Click on

Finish

and you will see that the invoice no longer appears in the list of pending invoices. A new payment is created. Navigate to the payment to see the

Invoice Payment Status

as

Paid

. .

Transfer Payments

If the A2A agent for payments are scoped, then a new action for

Transfer

is available in the

Payment

tab screen.

Select this action to transfer any finished or cancelled payments to external system. The action transfers to an external system, payment details along with its related invoices.

Note

Payments that have been transferred or with status

In Process

cannot be modified.

Cancel Payments

Use the action

Cancel

to cancel a finished payment. The open invoice reappears in the list of invoices and the status of the payment is changed to

Cancelled

.

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6.4 Service and Social Settings

The following are the fine-tuning and business configuration activities related to the customer service and social media features of SAP Cloud for Customer.

Enable SAP Multiresource Scheduling (MRS) Integration [page 435]

Enable MRS integration via business configuration in the SAP Cloud for Customer system.

Enabling Resource Scheduler [page 439]

Scoping resource scheduler will allow you to schedule a service for a customer, and pick and assign a technician for the task. You would be able to view calendars of all available technicians, skilled for the task, so you could select the appropriate one. The

Assignments

tab displays details of all assignments and needs to be scoped.

Configuring Installed Base [page 441]

Installed Base enables users to create a hierarchical record of customer locations, products and components in order to track installed assets. This topic runs you through the process of configuring your installed base.

Complaint Management [page 445]

Complaint Management enables service agents with sales order management capabilities such as returns and pricing. You can now create service tickets for ECC sales orders thus minimizing service time and also have a seamless access to all service relevant work areas for sales orders.

Configuring Maintenance Plans [page 446]

Scoping maintenance plans will enable you to create maintenance plans for customers.

Configuring Individual Customers [page 454]

Individual customers are those, who are not associated with a corporate account and do business with your company directly. This topic describes reviewing and editing customer details, enabling e-mail channels, and social media features for individual customers.

Configuring Tickets for Customer and Employee Support [page 459]

With the following configuration settings you can optimize your ticket handling for customer and employee support issues. To do so, you create different status schemas with their own settings and assign them to your respective ticket types; depending on the type of ticket, your users can select the respective statuses.

Configuring Ticket Routing Rules [page 465]

You can set up rules to distribute incoming tickets to service agents, or service technicians based on the territory, or team to which the agent is assigned.

Configuring Service Level Agreements [page 470]

This topic describes the various service levels, and the determination rules for the service levels.

Enabling Social Media Features [page 499]

Expose the hidden social media features available in your solution.

Configuring Social Media Message Prioritization Settings [page 500]

Adjust the settings that determine the priority level of messages retrieved from social media channels.

Creating or Editing a Social Media Message Import Run [page 503]

Create and schedule a social media message import run for each channel to extract messages from the corresponding account.

Adapting Support Portal Screens [page 509]

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Adapt SAP Cloud for Customer screens in order to customize your support portal site.

Enabling Partner Support via Support Portal [page 512]

Provide service partners access to your support portal site so that they can create tickets for themselves or on behalf of customers they represent.

6.4.1 Enable SAP Multiresource Scheduling (MRS) Integration

Enable MRS integration via business configuration in the SAP Cloud for Customer system.

Context

Perform business configuration to enable MRS integration in the Cloud for Customer system. Launch the solution in Silverlight and navigate to

Business Configuration Implementation Projects Edit Project Scope

General Business Data Resource Scheduler

.

Procedure

1. First, scope in Resource Scheduler.

2. Next, go to the

Questions

tab and select Resource Scheduler to display related questions as follows: a. Do you want to use C4C Resource Scheduler?

b. Do you want to integrate with MRS?

3. Selecting to integrate with MRS will enable the MRS integration in the Cloud for Customer tenant and will make associated MRS scenarios available.

4. Next, perform fine tuning activites for customer support tickets.

MRS Links

This section contains links to relevant MRS content.

Related Information

For Cloud for Customer and MRS integration content, see the Application Help document set on the SAP Help portal: http://help.sap.com/mrs . For information on technical requirements, see the Master Guide on SAP

Service Marketplace: http://service.sap.com/instguides

Focused Business Solutions SAP Multiresource

Scheduling SAP Multiresource Scheduling with Optimizer 10

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6.4.1.1 Maintain Fine Tuning for Customer Support Tickets

Perform fine tuning activities for Define Document Types, Ticket Status Schemas, Involved Parties, and Item

Processing Codes.

Context

Perform fine tuning activities to setup customer support tickets.

Procedure

1. Navigate to

Open Activity List Fine Tune

, and search for

Tickets for Customer Support

. Click on this activity to open and view the various steps mentioned to setup your tickets for service request functionality.

2. Open

Document Types

to display the types of header you can set for the service tickets. Here you can set the different document types and associate it with the status schema. You can maintain custom status schema and link it to the document type here.

3. To define document types, go to

Ticket Status Schemas

. Define statuses and map it to a life cycle status. Here you can define the header ticket status.

You cannot configure ticket item ststus.

4. Next, click on

Involved Parties

. If you want to maintain several assignments for a service ticket item, then enable the service technician role in this fine tuning activity and do not mark it as unique.

5. Click on

Item Processing Codes

to define various item processing types.

Example

For item processing type, the scheduling relevant flag is not enabled. Any item that is not associated with the

Service

tab will not let you enable this in the items section of a service ticket.

This completes the necessary business configuration steps for MRS integration.

6.4.1.2 Create Communication System for MRS Integration

Create a commnication system on Cloud for Customer to enable interaction with MRS.

Context

Create a communication system on Cloud for Customer. This communication system would then communicate with MRS for creating assignments based on demands, and generating visits for it.

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Procedure

1. Navigate to

Administrator Communication Systems

under the

Integration

section, and create an entity.

In the communication systems screen, enable the

SAP Business Suite flag

for the MRS system ID and provide

PI/HCI as the hostname, as you would be accessing via either of these systems.

2. Next, define the

Business System ID

,

Logical System ID

, and the

Preferred Application Protocol

, required for communication between Cloud for Customet and the HCI/PI systems. Save your entries.

3. Next, create the communication arrangement.

6.4.1.3 Create Communication Arrangement for MRS

Integration

Create communication arrangements for demand replication to, and employee replication from an external system. The external system here is MRS.

Create communication arrangements for demand replication to, and employee replication from an external system. The external system here is MRS.

For Demand Replication to External System

1. Now, you have to create communication arrangement for this communication system. Navigate to

Administrator Communication Arrangements

. As MRS integration is scoped, the

Demand Replication to

External System

communication scenario becomes available here.

2. When you click on this communication scenario, you will view a set of inbound and outbound services as follows:

Outbound Communications:

Replicate Demand to External System Replicate Demand Assignment Status to External System

Inbound Communication:

Replicate Assignments for Demands from External System

Note

Associate the service URLs on these communications to the HCI/PI system you are using.

3. Click on

View All

. In the

Technical Data

tab, you can maintain various aspects of the communication such as authentication method, and several other settings.

4. Save and activate the communication. Once activated, the corresponding end points become active as well.

Based on triggers from corresponding business objects, messages get created in Cloud for Customer.

5. In the

Business Data

tab,

My Communication Data

is the system ID of the Cloud for Customer tenant that we sent to MRS.

Note

You would set this communication arrangement for the entities in MRS you are interacting with.

For Employee Replication from External System

Next, we need to set up another communication arrangement for

Employee Replication from External System

. In this communication arrangement, the employees from MRS are replicated to Cloud for Customer.

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Note

Before setting up the communication arrangement, you have to enable this in business configuration.

This is how you would enable the employee replication inbound into Cloud for Customer.

1. Navigate to

Business Configuration Implementation Projects Edit Project Scope Communication and

Information Exchange Integration with External Applications and Solutions

, and scope in

Integration of

Master Data

.

2. In the

Questions

tab, enable the employee related question:

Do you want to replicate employee data from an external application or solution to your cloud solution

?

3. Once you do this, in the communication arrangement screen, you will see the

Communication Arrangement

Overview: Employee Replication from External System

arrangement along with the url. This is the inbound communication arrangement system into Cloud for Customer.

6.4.1.4 Organization Setup for MRS Integration

You have to perform organization setup manually.

Perform the organization setup as follows. There is no default provision for HR setup in the Cloud for Customer system.

Navigate to

Administrator Org Structures

, and set up and define your MRS organization structures and activate them. Enable the

Service Organization

and

Customer Service

flags under the

Functions

tab, to display the tickets for the service technician team.

6.4.1.5 ID Mapping into MRS

After setting up the organization structure, perform ID mapping to the corresponding IDs in MRS for organization units, employees, and employee setup.

This is the next step after setting up the Org structure. Perform ID mapping to the corresponding IDs in MRS.

For Organization Units

1. Navigate to

Administrator Edit ID Mapping for Integration

.

2. In the

Mapping Of

field, select CRM Organization and Units, which refers to the organization unit that you setup.

3. Next, provide the

System Instance ID

(this is the same as the Business System ID), which you defined in the communication arrangements screen, and choose

Go

to display all the organization units along with their

Cloud for Customer ID, External ID, and the Business System ID. The business system ID means that whenever a specific organization message is sent to this business system, the ID displayed in the External ID column is populated by the system.

For Employees

For replicating employees from the business system, choose ERP Employees from the

Mapping Of

dropdown list, and choose

Go

to display the list of employees you have replicated from MRS. Mapping of external ID to Cloud for

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Customer occurs automatically. This information is displayed in the

Origin

column in the ID Mapping for

Integration screen.

Employee Setup

Employee replication from MRS to Cloud for Customer is handled via iDocs. To setup employee, perform the steps mentioned in the http://scn.sap.com/docs/DOC-57644 Initial Load and https://websmp205.sap-ag.de/

%7Esapidb/012002523100007331492015E/C4C_QSG_1505.pdf

Quick Setup documents.

6.4.1.6 Transfer Employees from MRS to SAP Cloud for

Customer

Transfer employees from MRS to Cloud for Customer.

Context

As a final prerequisite step, perform transfer of employees from MRS to Cloud for Customer.

Procedure

1. Navigate to

Data Integration Complete Employee Master Data Replication

.

2. You can view all employees that were replicated from the MRS system. This is an intermediate staging area where you can view all the employee names coming in and have the ability to correct any errors.

3. Trigger replication and refresh. After replication is complete, the employee name disappears from the list.

4. Navigate to

Employees People

tab, to view the replicated employee. When you click to display employee details, you can view the External ID, and the External System the employee got replicated from.

6.4.2 Enabling Resource Scheduler

Scoping resource scheduler will allow you to schedule a service for a customer, and pick and assign a technician for the task. You would be able to view calendars of all available technicians, skilled for the task, so you could select the appropriate one. The

Assignments

tab displays details of all assignments and needs to be scoped.

To enable scoping for resource scheduler, go to

Service General Business Data Resource Scheduler

, and enable the check box.

Note

Resource Scheduler is not supported in Silverlight UI.

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To enable scoping for assignments, go to

Sales Account and Activity Management Activity Management

, and enable the check box.

Navigation

Follow the steps mentioned below to enable scoping for resource scheduler and assignments:

Table 97:

Scoping [page 125]

Business Configuration Implementation Project Edit

Project Scope Service General Business Data Resource

Scheduler

, and enable the check box.

Business Configuration Implementation Project Edit

Project Scope Sales Account and Activity Management

Activity Management

, and enable the check box.

This enables and displays the

Resource Scheduler

and

Assignments

work centers in the SAP Cloud for Customer solution.

Next, go to the

Questions

tab to select the appropriate option for using different features of the resource scheduler.

Table 98:

Do you want to use the SAP Cloud for Customer Resource

Scheduler?

Enabling this feature will allow you to use the resource sched­ uler within the SAP Cloud for Customer solution. You can cre­ ate and schedule tasks manually for the service team. The service manager would perform this task.

6.4.2.1 Using Resource Scheduler

This is a built in scheduling tool for creating assignments based on demands to create work tickets with real-time integration with technician calendars.

The Resource Scheduler allows the resource managers and service managers to view the team’s availability and assign work to them based on their skill. When you scope resource scheduler in business configuration, you can create and send service ticket items as demands to the resource scheduler.

1. Create a service ticket under the

Tickets

tab. For items assigned to the

Service

tab, the scheduling relevant flag is set by default, but can be unchecked.

2. Once you maintain the ticket details, you can trigger the demand creation by setting the work progress to

Release for Scheduling. This then sends the demand to resource planning.

Note

In the ticket, maintain the service team and requested time range.

3. The planned duration for this demand is calculated based on planned quantity. If this UoM is not a time based unit, then use the conversion rules for the product.

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4. Next, in the

Resource Scheduling

tab, in the upper half of the screen, you can define your team’s responsibility. You can set one query as default, so that when you access the resource scheduler tab, the data is fetched and displayed at once. The upper half of the screen displays all the demands for your team, while the lower section displays the names of all team members and their availability.

5. Using drag and drop, you can assign a task/demand to a technician in the Gantt chart. Once you save your plan, the assignments display in each employee’s calendar. You can easily access the work ticket from the employee’s calendar by clicking on the appointment to display the ticket details. The resource scheduler displays all status updates made to the assignments. After an assignment is completed, an employee can confirm the same in the ticket section.

6. You have the ability to rearrange or shorten assignments. Lenghthen or shorten the time by grabbing the sides of the assignment display in the employee's calendar. The unaccounted balance time displays in the

Demands list allowing you to reassign them. Once you save your changes, the updated assignment displays in the

ASSIGMNMENTS

tab.

Note

The Assignments tab has a map and list view and displays all your assignments.

Example

For a long assignment, you can schedule the assignment to more than a day. Till all required hours for the demand are assigned to the technician's calendar, it will continue to display in the upper half of the screen.

Also, when you drag and drop demands into the Gantt chart, the assignment would get cut down at the end of the work day.

6.4.3 Configuring Installed Base

Installed Base enables users to create a hierarchical record of customer locations, products and components in order to track installed assets. This topic runs you through the process of configuring your installed base.

Business background

Note

The Installed Base view is available via a web browser, and also on SAP Cloud for Customer for iPad. Not all functionality currently available on iPad.

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Important tasks

Enabling Installed Base in Scoping

To use the installed base feature, you must enable the feature in the system.

1. Go to

Business Configuration Implementation Projects

.

2. Select your implementation project from the list and choose

Edit Project Scope

.

3. Choose

Next >

to advance to step 3, Scoping.

4. In the Scoping Element list, expand Service, then Entitlement Management.

5. Under Entitlement Management, select the Installed Base Management element.

6. Ensure that the Registered Products element is also selected.

7. Save your changes and close the project.

For more information about scoping options for Service, see Enabling Features in Scoping for SAP Cloud for

Service or Social Engagement.

Setting Up an Installed Base

1. Go to

Installed Base

.

2. Choose

New

.

3. Enter the information for the installed base. Only the Customer field is mandatory.

4. Save and open to add information to the installed base.

5. Choose the

Items

tab and choose

Add Item

, and select Product, Text, or Registered Product.

Once you create one or more top level items, you can build a hierarchy below by selecting an item and then choosing

Add Item Lower Level ...

(Product, Text, or Registered Product).

6. Choose

Actions Set to Active

to activate the installed base for use.

Enabling Installed Base Information on Tickets

Information from an installed base is added automatically to related tickets, but must be made visible with adaptation changes or user personalization. You can view the installed base information in the ticket header and the ticket body.

1. From the HTML5 UI, open a ticket detail screen and enter adaptation mode.

2. Add the

Product

section and select the fields you want visible on the ticket detail screen.

3. You can also add installed base information fields in the ticket header at the top of the screen.

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6.4.3.1 Installed Base Enhancements

Numerous enhancements to make installed base more useable. Enhancements also support maintenance plans and schedule planner.

● Additional default queries in installed base (my installed base, my team's installed base, my territory installed base etc.)

● If you change the installed base customer, you can update the customer of all items automatically.

● Categories Product and Text are now supported in the installation point.

● Easily move an item within installed bases.

● Work with installed bases while working offline.

● Include installed base in contracts and view a list of all contracts for an installed base.

● Include multiple territories in an installed base.

● Add product category and product usage in installed base items.

6.4.3.2 Configure Attributes for Measurements

Create a list of attributes for registered products on which readings will be recorded.

Context

Procedure

1. Go to

(Beta) Administration Service and Social

.

2. Choose

Configure Measurement Attributes

under the Measurements and Maintenance section.

3. Add and configure attributes.

6.4.3.2.1 Measurement logs and readings

Assign one or more measurement logs to registered product. Capture measurement readings throughout product life cycle.

● Configure list of attributes based on which readings will be recorded

● Record multiple readings for each of these attributes from registered products

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Related Information

Configure Attributes for Measurements [page 443]

6.4.3.3 Enabling Registered Product Categories

Add the capability to maintain categories for registered products.

Prerequisites

You must know how to enable a feature with implementation project scoping options.

Procedure

1. Select the element

Service Entitlement Management Registered Products and Installed Base

.

2. Scroll down in the

Questions

section to the

Additional settings for Registered Products and Installed Base

group.

3. Choose

In Scope

for the item:

You can maintain additional configurations for Registered Product

.

6.4.3.3.1 Registered Product Enhancements

More flexible reporting and tracking for registered products.

● Equipment 360º view — generate an Adobe Acrobat (PDF) form for a registered product

● Maintain registered product categories

● Download registered product repair history to an MS Excel® spreadsheet file

● Additional Default queries in registered products (my registered products, my team's registered products, etc.)

● View list of all contracts in which the registered product is a covered item

● View list o fall maintenance plans in which a registered product is a maintenance item

Related Information

Enabling Registered Product Categories [page 444]

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6.4.3.3.2 Product Lists for Tickets

You can define service-specific product lists. You can add products to a ticket form a product list, or if a ticket is created from a maintenance plan, then items are added to the ticket from the product list assigned to that maintenance plan.

6.4.4 Complaint Management

Complaint Management enables service agents with sales order management capabilities such as returns and pricing. You can now create service tickets for ECC sales orders thus minimizing service time and also have a seamless access to all service relevant work areas for sales orders.

ECC Search

This new work center will be displayed if

Complaint Management

is scoped under

Service

. This work center supports an online search in the ERP system for sales orders using search criteria such as sales order ID, purchase order ID, account ID and product ID.This online search in ERP system fetches the list of orders that match the specified criteria.

Note

Search using all criteria too is supported.

The following conditions apply for performing the search:

● To search using product id, you will also need to specify the account id.

● Products being used to create service tickets must be local to the cloud solution. If this is not the case, an error message 'Product for item missing' is displayed.

● Customer for whom the service ticket is created must be local to the cloud solution. If this is not the case, an error message 'Customer for item missing' is displayed.

● Code list mapping between objects in cloud solution and ERP system must be maintained. If this mapping is not available, an exception is raised. For example, if the mapping for products is not available, the message reads as follows: “This product is not mapped to an ERP product; contact Sys. Admin”

● Search using asteriks or blank search is not supported.

Reset

refreshes the search criteria and hence a search after clicking on Reset is considered as a blank search.

Find (Local search for customer's sales orders)

You can perform a local search for sales orders in the cloud solution by specifying the customer number in the

Find

search bar.

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Sales Orders

All sales orders in ERP system that match the search criteria will be displayed in the sales orders table. Note that the sales orders are display only and cannot be edited. It is the items in a sales order for which you can create service tickets. You can create service tickets for a single or multiple sales order items at a time.

Service Tickets

Navigate to the ticket and in the

Overview

view screen, under

Integration

section, you can view the

External Sales

Order ID

that represents the sales order for which the ticket was created.

Included Work Centers

The following work centers are displayed when complaint management is scoped in the business configuration:

● ECC Search

● Products

● Service

● Customers

6.4.5 Configuring Maintenance Plans

Scoping maintenance plans will enable you to create maintenance plans for customers.

Maintenance Plans help the service organizations execute on the preventative maintenance scenarios (that may be stipulated in the service contract) by automatically creating work tickets based on the maintenance schedule.

The plan provides you with the ability to provide not just preventive maintenance support, but also when customers call in to schedule a regular service. When setting up a maintenance plan, you would define conditions and certain parameters for maintained objects or registered products. If these registered products meet the defined condition, then work tickets get generated automatically.

Navigation

To enable scoping for maintenance plans, go to:

Table 99:

Scoping [page 125]

Business Configuration Implementation Project Edit

Project Scope Service Sales Entitlement Management

Maintenance Plan

, and enable the check box.

This enables and displays the

Maintenance Plans

tab in the SAP Cloud for Customer solution. Next, create a maintenance plan.

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6.4.5.1 Create Maintenance Plans

Create preventive maintenance plans and schedule automatic ticket generation based on a schedule and measurement readings from covered products.

Follow these steps to create a maintenance plan.

1. Go to

Installed Base Maintenance Plans

, choose

New

, and fill in the required fields.

Note

The

Schedule Type

for the maintenance plan can be cyclical (recurring), fixed, or once.

Note

The

Schedule Conditions

for the maintenance plan can be time or counter based, or a combination of both.

2. The status of the maintenance plan is initially in-preparation, which can be changed to active/blocked/ complete, depending on the stage the task is in.

Note

Once you’ve created a maintenance plan, the schedule conditions and schedule type cannot be changed.

3. You would schedule maintenance plan runs in SAP Cloud for Customer as an administrator, which would run

automatically when threshold conditions are reached. For details, refer to Configuring Maintenance Plan Runs

[page 449]

.

Once you have created a maintenance plan, save and then open it.

4. Next, navigate to the

Plan Definition

tab to add conditions to the maintenence plan.

Plan Definition

Create and add conditions to your maintenance plans here. Conditions are generally structured in groups, and you have the ability to add multiple groups within a condition. Set conditions within each group and maintain the plan definition. You have to set a threshold (tolerance) value for your condition with a lower limit.

Example

If the value for a printer is set to 5000 and the threshold is set to 50, then a ticket gets automatically generated when the condition reaches the 5000 minus 50 stage.

All conditions are inclusive, so all have to be met to create the work ticket. You can update the conditions as long as the plan has the

In-Preparation

status.

Choose

Add Group

to set the measurement attribute, value, and threshold for that condition .

Note

When adding a time based condition, you can add the time based on weeks, months, or days.

Note

The

Plan Definition

work center is not supported in the Silverlight UI version of the solution.

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Maintenance Items

Next, click on

Add

and add the registered products on which the conditions created in plan definition needs to be evaluated.

If the registered product you choose, does not have any measurement attribute associated with it, then you will receive a warning message (saying that the condition you have chosen in your plan definition, is not maintained for the registered product).

To view all assigned attributes for a registered product, go to

Registered Product Measurements

.You have the ability to add or remove the registered products and update/modify the ticket template as long as the plan is in an Active status.

Ticket Template

Next, maintain a template for the ticket. The auto-generated ticket is based on the parameters you define here.

Change the status of the maintenance plan to Active.

Note

A ticket is created when the condition is fulfilled.

Simulate Run to ensure all set conditions have been met. You can manually simulate creating a ticket. Go to

Actions Simulate Run

to see if the ticket got created. In general, you would schedule jobs as an administrator in the

Administration

tab to automate creating tickets. For details on how to schedule jobs, see

Configuring Maintenance Plan Runs [page 449]

.

Related Tickets

This tab displays all tickets created for the selected maintenance plan.

Mass Addition of Products

You can now add registered products in mass to a maintenance plan, in the maintenance items screen.

1. After creating a maintenance plan, go to the

Maintenance Items

tab

2. Navigate to the action icon and choose the

Mass Addition from Product

option to mass add registered products based on a reference product.

3. You can now choose the product and all active registered products with the given reference product will be added to you selected maintenance plan.

4. Save and close.

Prevent Creating Multiple Tickets

As a field service manager you can define that no additional tickets are generated for a maintenance plan, if there are any existing, open, or in-process tickets for it.

Create a new maintenance plan. In the

Ticket Template

tab, if you select the

Prevent Creating Multiple Tickets

checkbox, then even if the defined conditions are met, the system will not create multiple tickets for a registered product in the maintenance plan, if an open/in-process ticket exists.

Activity Plan

You can now pre-define tasks/surveys to be included in tickets generated from maintenance plans.

1. Create an activity plan with the required tasks/surveys.

2. Then create an activity routing rule with business application as Ticket and link the activity plan in the routing rule.

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3. Define the conditions in the rule (where maintenance plan fields are available). When ticket is generated, the tasks and surveys defined in the activity plan get copied over to the ticket, if the routing rule conditions are met.

Note

For more information on creating activity plans and routing rules see Configuring Visits and Configuring Ticket

Routing Rules.

Next Run

For each maintained object, you can see the next trigger, when the tickets are ready to be generated.

1. On the

Maintenance Items

tab, choose a maintained object from the list.

2. The

Next Run

field provides information for the next trigger (reading/time) at which the next ticket becomes eligible to be generated, as per the conditions and the previous ticket.

3. 3.The measurement attribute along with the reading value for the next trigger is displayed.

Outstanding Ticket

You can view any outstanding tickets for maintained objects.

1. On the

Maintenance Items

tab, choose a maintained object from the list.

2. The

Outstanding Ticket

field displays the ticket ID and the subject.

Note

If more than one ticket exists, then a message displays stating that multiple tickets are open.

6.4.5.2 Configuring Maintenance Plan Runs

Define when the system checks maintenance plans and generates work tickets for items requiring maintenance.

Context

You would schedule maintenance plan runs as an administrator in the

Administration

tab to automate ticket creation. Follow the steps below to schedule jobs.

Procedure

1. Go to

Administration Service and Social

.

2. Choose

Measurements and Maintenance Configure Maintenance Plan Runs

.

3. Choose

New New Mass Data Run Object Template Run

, and fill in the required details in the

General

Data

and

Control Parameters

sections.

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4. In the

Select By MDRO ID

tab, choose

Add Row

and enter the same run ID you entered in the previous step into the

Lower Boundary MDRO ID

field.

5. In the

Select by Maintenance Plan Status

tab, choose

Add Row

and enter the following details: a. IncludsionExclusionCode = Inclusion b. IncludsionExclusionCode = Inclusion c. Lower Boundary Status = Active

6. Next, save the run and activate it. This will make the MDRO Run ID available for selection in the in the maintenance plan details screen.

7. Now, in the

Maintenance Plan

tab, select the

MDRO Run

field and select the MDRO Run ID that you created in the configure maintenance plan runs tab. Save the maintenance plan.

8. The maintenance plan runs are based on the MDRO Run ID and Maintenance Plan Status values provided when configuring the run.

6.4.5.3 Schedule Maintenance Plan Run

You can schedule maintenance plan runs based on the maintenance plan ID and status created while configuring a maintenance plan run.

Context

You have configured the maintenance plan run and are now ready to schedule runs so that they run automatically within a set time period.

Procedure

1. Under

Measurements and Maintenance

, choose

Configure Maintenance Plan Runs

tab, and and select the specific run you want to schedule a job for, and choose

Schedule

.

2. Specify the details of when the job should run. Then save and close.

3. After the jobs have run based on the defined schedule, you can view the log in the MDRO details screen.

6.4.5.4 Understanding Schedule Types and Conditions

You have the option of choosing from five different schedule types supported for a maintenance plan. Each schedule type follows a different logic while checking the conditions.

When creating a maintenance plan, you have the option of choosing from the following schedule types:

● Cyclical

● Fixed

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● Once

● One time - No condition

Cyclical

A cyclical maintenance plan creates a service ticket against a registered product every time the condition, as specified in the maintenance plan, is met . A cyclical maintenance plan can be created with three different schedule conditions explained below:

1. Counter based

A counter based cyclical maintenance plan compares the measurement reading value of a registered product against the condition specified for the same measurement log in the maintenance plan.

Example

MILEAGE_COUNTER is a measurement log which is associated to one or more registered products such as:

RP1, RP2, and RP3. A maintenance plan is created and activated with the mentioned registered products.

The condition specified in the maintenance plan would look as follows:

○ MILEAGE_COUNTER every 10000 Miles

Whenever the maintenance plan runs, the system looks for the measurement reading value of

MILEAGE_COUNTER against RP1, RP2, and RP3. When it finds a measurement reading with value greater than

10000 miles, it creates a ticket. Once a ticket is created for a registered product, in subsequent runs of the maintenance plan, the system checks whether the measurement reading value has exceeded the last reading when the ticket was created + 10000.

Example

On 1/1/2015 the measurement reading values for each registered products are as follows:

○ RP1 – 11000

○ RP2 – 9000

○ RP3 – 6000

When the maintenance plan runs on this date (or on a later date depending on how the maintenance plan is scheduled), the system generates a ticket for RP1 since the measurement reading value has exceeded

10000, as specified in the condition.

In subsequent runs, the system compares the measurement reading values as shown below:

○ For RP1 – 21000 (last reading when ticket was created + condition value) – 11000 + 10000

○ For RP2 – 10000 (condition value since no ticket was created earlier)

○ For RP3 – 10000 (condition value since no ticket was created earlier)

If the document value has exceeded or equals the mentioned condition value, a ticket is created.

Note

If there is no measurement reading against the measurement log (for a particular registered product), the value is considered as 0.

2. Time based

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Example

OIL_CHANGE is a measurement log which is associated to one or more registered product, such as: RP1,

RP2, and RP3. A maintenance plan is created and activated with the mentioned registered products. The condition would look as follows:

○ OIL_CHANGE every six months

Scenario 1: First time service/ticket creation

The valid from date of the registered product is compared to the current date. If this value exceeds six months

(as mentioned in the example), a ticket is created. If there is no valid from date, the reference date of the registered product is considered. The measurement reading is not required here as it is a time based condition. The measurement log needs to be associated with the registered product.

Example

○ RP1 – Valid from date is 3/1/2015

○ RP2 – Reference date 3/3/2015

○ RP3 – Valid from date is 8/1/2015

If the maintenance plan is running on 10/1/2015, then the system will check the values as follows:

○ For RP1 – 10/1/2015 minus 3/1/2015. This value is more than six months, so the condition is met and a ticket is created.

○ For RP2 – 10/1/2015 minus 3/32015. This value is more than six months, so the condition is met and a ticket is created.

○ For RP3 – 10/1/2015 minus 9/1/2015. The value is less than six months, so the condition is not met and hence a ticket is not created.

Scenario 2: A ticket is already created

Refer to the earlier example where a ticket was created for RP1 and RP2, and no ticket for RP3. The subsequent run logic would work as follows:

○ For RP1 – System looks at the ticket creation date of the previous ticket. In the last example, the ticket was created on 10/1/2015. A new ticket will be created six months after the first ticket creation (six months from 10/1/2015).

○ For RP2 – Same as RP1.

○ For RP3 – Scenario1 logic is applied; hence no ticket was created in the earlier step.

3. Time and Counter based

In a time and counter based cyclical maintenance plan, you have the option of specifying a combination of counter and time based conditions. The logic remains the same as explained in the two previous cases.

If there are multiple conditions specified (such as: OR or AND ) in a cyclical maintenance plan, then whenever a ticket is created against a reading/date for each of the conditions, the reading is stored for the counter. In subsequent runs, these values are considered while checking each of the conditions.

Example

RP1: MILEAGE_COUNTER reading is 8000

VALID FROM is 3/1/2015

Condition: MIELAGE_COUNTER every 10000 OR OIL_CHANGE every six months

If the maintenance plan runs on 10/1/2015, a ticket would be created since the condition OIL_CHANGE every six months is satisfied. For subsequent runs, the following condition would be taken into consideration:

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○ MILEAGE_COUNTER greater than or equal to 18000 (reading at last ticket creation + condition value)

○ OIL_CHANGE – Six months from 10/1/2015

Fixed

This type of maintenance plan can have a fixed list of conditions. Conditions in more than one group is not supported. Conditions related to multiple measurement logs is also not supported. Schedule condition can be counter or time based.

Example

MILEAGE_COUNTER is a measurement log which is associated to one or more registered products (Say RP1,

RP2 and RP3). A maintenance plan is created and activated with the mentioned registered products. The condition specified in the maintenance plan would look as follows:

● MILEAGE_COUNTER ‘At’ 10000 Miles

● MILEAGE_COUNTER ‘At’ 50000 Miles

Example

On 1/1/2015, the measurement reading values for each registered product is as follows:

● RP1 – 12000

● RP2 – 10000

● RP3 – 6000

When the maintenance plan runs, it would create tickets for RP1 and RP2 since the first condition is satisfied. In subsequent runs, the first condition is ignored for RP1 and RP2, since it was already satisfied once.

Once

In this type, the conditions are checked on parameters similar to the cyclical type with the exception that in subsequent runs, if there is already an existing ticket created in an earlier run, then the tickets are not created.

Example

A maintenance plan with counter based schedule condition, with registered products RP1, RP2, and RP3.

Condition: MILEAGE_COUNTER at 50000 miles

Current readings:

● RP1 – 51000 miles

● RP2 – 40000 miles

● RP3 – 20000 miles

Now when the maintenance plan is run, a ticket would be generated for RP1 since the condition is met. But np tickets are generated for RP1 and RP2.

For subsequent runs, RP1 would not be considered since a ticket was already generated once. So the specified condition was met at least once.

The same logic is applied for Time and Time and Counter based maintenance plans with type Once .

One time - No condition

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This type of maintenance plan is created without any schedule condition. Whenever the maintenance plan is run, a ticket is created for all the registered products which are part of this maintenance plan. The ticket creation happens only once. So even if the same maintenance plan is run again, tickets will not be generated again.

If there are registered products in this maintenance plan for which a ticket was not created in the first run, then a ticket would be created in a subsequent run. This condition can arise in the following scenarios:

● New registered products are added to an existing active maintenance plan after the plan’s first run

● The maintenance plan was run manually by choosing the trigger manual run for selective registered products

Absolute

For an absolute maintenance plan, the conditions are checked with the latest reading of measurement log at the instant when the plan is running. A ticket is generated if the conditions are met. So a ticket would be generated whenever the conditions are met without considering historical readings or the ticket generated data (as compared to other maintenance plan types as cyclical, fixed or once types). This condition type is valid only with

Counter based conditions. The conditions in this type are always maintained with an operator, while the threshold is irrelevant.

Example

A maintenance plan with registered products RP100, RP200 and RP300.

Condition: AVERAGE_PRINT_CONSUMPTION GREATER THAN 10000.

Latest Readings:

● RP1 – 9000

● RP2 – 10000

● RP3 – 11000

When the maintenance plan runs, tickets would be generated for RP2 and RP3 since those conditions are met. For

RP1, the ticket would not be generated. If the maintenance plan runs again, the tickets would be generated again, as mentioned above, since the historical reading at which the earlier tickets were generated is not taken into consideration.

6.4.6 Configuring Individual Customers

Individual customers are those, who are not associated with a corporate account and do business with your company directly. This topic describes reviewing and editing customer details, enabling e-mail channels, and social media features for individual customers.

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

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If your system has been configured to support e-mail as a channel for individual customers, then each time an individual sends an e-mail which results in a new ticket, the system automatically creates an individual customer record based on the e-mail address of the individual.

Additionally, if your system has been configured to support social media channels for customer interaction, then similarly, each time an individual posts a message for the first time on one of your social media channels which results in a new ticket, the system automatically creates a customer profile based on their user account for that channel.

Tip

You can open the customer profile to view the details by clicking the customer name anywhere it appears on the user interface.

You have scoped e-mail as a channel, and social media channels, for customer interaction for individual customers as follows:

1. In order for the system to convert incoming e-mails to tickets and to allow agents to respond via e-mail, you need to maintain the associated e-mail settings.

2. Your system is delivered with the social media features available but hidden. In order to access the social media related administrator activities as well as enable social media related fields for agent views, you must adapt the system and enable the social media features.

Navigation

Table 100:

Scoping Edit Project Scope: First Implementation

Choose

Business Configuration Implementation Projects

Edit Project Scope Scoping Service Customer Care

Service Request Management

Enabling E-Mail Channels for the Individual Customers

You can enable e-mail channels for an individual customer by checking the appropriate question during scoping.

1. Choose

Business Configuration Implementation Projects Edit Project Scope Scoping Questions

Service Customer Care Service Request Management

, and choose all the appropriate questions related to enabling e-mail channels.

2. Next, go to

Administrator Service and Social Communication Channels E-Mail Addresses

. You can set up the e-mail communication channel here.

Note

For more information on setting up e-mail channels, see Configuring E-Mail Channels, and watch the video on

Setting up E-mail Channels .

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Enabling Social Media Features for Individual Customers

Your SAP Cloud for Social Engagement solution is delivered with the social media features available but hidden.

As an administrator, you need to enable the social media features of the solution using

Adaptation Mode

.

You can enable social media features for an individual customer by checking the appropriate question during scoping.

1. Choose

Business Configuration Implementation Projects Edit Project Scope Scoping Questions

Service Customer Care Service Request Management

, and choose all the appropriate questions related to enabling social media features.

Example

Facebook, Twitter etc.

2. Next, go to the

Customers Individual Customers

tab.

3. Under

Fields

, check the box for

Social Media Profile

to make that column visible in the list.

4. Under individual customers, choose a customer to open the details screen.

5. Under

Sections

, check the box for

Social Information

to make it visible.

6. With

Social Information

selected, under

Fields

, ensure the boxes are checked for

Facebook

and

Twitter

.

7. Under

Sections

, select

Tabs

, then in the lower list, select

Social Media Messages

and

Social Profiles

.

8. You need to have at least one customer record in the system before you'll be able to adapt the details screen.

Note

For more information, see Enabling Social Media Features.

Creating an Individual Customer

1. Go to

Customers Individual Customers

, and create a new individual customer, using quick create.

Fill in appropriate fields and save your entry.

2. From this work center, you can download individual customers using Microsoft Outlook Add-In.

Download Individual Customers using Microsoft Outlook Add-In

1. Click on

Downloads

and download the

Add-In for Microsoft Outlook

.

Tip

Before you download the add-in, ensure to exit out of outlook.

2. Next, open outlook, and logon to SAP Cloud for Customer.

Tip

Remember to provide the url, user name, and password for the SAP Cloud for Customer system from where you want to import the individual customers list.

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3. Next, in outlook, go to

Folders

and identify the

SAP Cloud for Customer

folder. Expand the folder and select the appropriate sub folder. This will display all the individual customers list that you have imported from Cloud for Customer.

4. Clicking on each name would display all details for that customer.

Note

For SAP Cloud for Customer for Insurance, after logging on to SAP Cloud for Customer in outlook, go to the

Settings

menu and under the

Insurance

tab, select the

Enable Individual Customers

option to download the list.

Reviewing and Editing Customer Details

Once you have created an individual customer, you have the option of maintaining the following for that customer:

Contact Information

The initial contact information can be limited, for example by the customer's privacy settings on the originating social media site. If you have further details you want to add to the customer's profile, for example a phone number or address, you can edit it by placing your cursor over the field and clicking inside the box that appears.

Here you can also mark the customer as Prospect.

Social Information

These are links to the customer's profiles, if available, on the associated social media sites.

You can also assign a social profile by clicking

Edit

for the associated channel..

Tickets

All tickets posted directly by this customer are included on the

Tickets

tab. You can also manually create a new ticket for the customer from this tab as follows:

1. Click

New

. All the available, relevant information is pre-filled in the new ticket quick create.

2. Complete the mandatory fields and enter any other relevant information.

3. Save your entries. A new, open ticket is created.

Account Team

Here you can maintain the employees and their roles for this customer.

Sales Data

On the

Sales Data

tab you can maintain the sales data relevant for this customer, such as Sales Organization,

Distribution Channel, and Division.

Social Media Messages

All social media messages associated with this customer are listed in Social Media Messages. You can delete social media messages by selecting the

Actions

and then

Delete

.

You can also filter and sort the social media messages in the list.

Social Profiles

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If the customer has an associated Twitter profile, the

Social Profiles

tab will display additional information about the customer's Twitter account, if available, as well as all their recent tweets (Twitter Timeline), and Klout profile information.

● Twitter Profile

○ Additional information about the customer's Twitter account

Note

The availability of information is based on the customer's privacy settings on Twitter.

● Klout Profile

○ A breakdown of the customer's Klout score

● Twitter Timeline

○ Recent tweets to or from the customer's handle, listed in real-time order

Addresses

All addresses for the individual customer are listed here.

If you have data for geographic placements for the address you can enter them in the fields Latitude and

Longitude and you can make them visible on an online map provider with a mash-up.

Activities

All activities related to the customer are included in the tables. You can also create new activities by clicking New in the relevant section.

Registered Products

Any products registered to the customer are displayed in the list. You can also add new registered products by clicking New.

Sales Territories

This tab is only visible if your administrator has enabled the usage of more then one territory for each account in your system.

You can find the option in the scoping phase Questions of your implementation project the Business

Configuration work center under

Sales Accounts and Activity Management Accounts and Activity

Management Territory Management: Do you want to assign an account to more than one territory?

Opening CRM Factsheet

To open a CRM Factsheet, proceed as follows:

1. Choose

Customers Individual Customers

.

2. Open the appropriate individual customer.

3. Choose

Actions CRM Customer Factsheet

.

Marking an Individual Customer as Obsolete

You can still review a customer record and any associated completed tickets even after marking an individual customer obsolete.

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Example

If you find a duplicate record in your system, you disable any further processing of tickets for that individual customer.

For SAP Cloud for Social Engagement, in order to support data privacy policies of the social media sites with which the system communicates, you need to be able to delete a customer's social media profile—typically upon request by that customer. In this case, marking an individual customer record created as a result of an incoming social media message as obsolete essentially deletes the social media profile. Any messages involving that customer can still be reviewed and displayed, but the customer-specific information will be removed and the customer field will indicate that the customer record is now obsolete.

Tip

Prerequisites

Although the system does not require it, you should either transfer to other customers or close all new or in process tickets associated with the individual customer you intend to mark as obsolete.

Tasks

1. Go to

Administrator Common Tasks Manage Individual Customers

.

2. Select the table row for the individual customer you want to mark as obsolete and choose

Mark as Obsolete

.

No further processing is allowed for any tickets associated with the obsolete individual customer.

If the individual customer was created via an incoming social media message, then:

● The customer record and all identifying information are deleted from the system

● Any associated tickets are updated to remove all customer-specific information and the customer details link

● Any associated tickets are updated to indicate that the ticket was originated by a now obsolete customer

6.4.7 Configuring Tickets for Customer and Employee Support

With the following configuration settings you can optimize your ticket handling for customer and employee support issues. To do so, you create different status schemas with their own settings and assign them to your respective ticket types; depending on the type of ticket, your users can select the respective statuses.

To find this activity, go to the

Business Configuration

work center and choose the

Implementation Projects

view.

Select your implementation project and click

Open Activity List

. Select the

Fine-Tune

phase, then select either

Tickets for Customer Support

or

Tickets for Employee Support

from the activity list.

Note

Please be aware that the identical configuration settings are shown in both activities.

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Tasks

Maintain Document Types

Document types represent the ticket types in your application. You can create custom ticket types that can be used in your solution to:

● filter your tickets,

● define reports,

● assign service levels and define flexible notifications. For more information, see About Service Levels and

Workflow Rules Quick Guide.

Adding a Document Type

1. Click

Maintain Document Types

.

2. Click

Add Row

and enter the required document type code and a description.

3. Decide for which process variant the document type shall be used, such as employee or customer support, and whether this type shall be also visible also for service employees or technicians by setting the

Requires

Work

flag automatically. You can also select a different status schema if required.

The process variant controls the appearance of work centers, fields, and status suitable for the corresponding processes.

Note

Depending whether you opened this activity under

Tickets for Customer Support

or

Tickets for Employee

Support

the process variant is pre-set with the corresponding setting,

Customer Support

or

Employee

Support

.

4. Save your changes.

Deleting a Document Type

1. Select the entry you want to delete and click

Delete

.

2. Save your changes.

Note

You can't delete document types that are used in your tickets.

Maintain Ticket Status Dictionary

To use your own ticket statuses in your processes and schemas, you have to create the statuses first here in the

Ticket Status Dictionary

and assign them to life cycle and assignment status.

Statuses

In the following you can see the pre-delivered status values that you can select in the ticket and the possibilities to change them in the ticket. These possibilities you need to keep in mind when you create your statuses.

You can change the description of the pre-delivered statuses, but you can't delete them.

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Table 101:

Current Status

Open

In Process

Copied to CRM

Customer Action

Completed

Reachable Statuses

●

●

●

In Process

Customer Action

Completed

●

●

●

Copied to CRM

Customer Action

Completed

None

●

●

●

In Process

Copied to CRM

Completed

●

●

●

In Process

Customer Action

Closed

●

●

●

●

●

●

Non-Reachable Statuses

●

●

Copied to CRM

Closed

Open

Closed

●

●

●

●

●

Open

In Process

Customer Action

Completed

Closed

Open

Closed

Open

Copied to CRM

Description

This status is not reachable from any other value.

If the status changes from

In

Process

to

Closed

the system completes and closes the ticket.

-

This status is only reachable after

In Process

. If this status is set the ticket is repli­ cated to the SAP CRM On-

Premise system. It is not reachable if the document is inconsistent and it cannot be changed in the SAP Cloud for

Customer system. But the status is changeable for in­ bound actions because in case a ticket is set to

Completed

in the CRM On-

Premise system the status

Completed

is written back to the Cloud system.

A ticket which is cannot be set to

CRM

.

Completed

Copied to

In Process

is not reachable if the ticket was completed by the On-Premise system. A ticket can only be revoked if it was not transfer­ red to an On-Premise system.

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Current Status

Closed

Reachable Statuses

None

Non-Reachable Statuses

●

●

●

●

●

Open

In Process

Copied to CRM

Customer Action

Completed

Description

If a ticket is closed, it is not possible to open it again any­ more. This status can only be used for still in the system ex­ isting tickets. New tickets are not allowed to use

Closed

.

Note

You, as a customer, can't change this status.

Assignment Status

The

Assignment Status

tells you whom the ticket is assigned to currently and has the following options:

●

Processor Action

: The ticket is created by the requestor and the processor has to react to the ticket, for example, the customer creates a ticket and the first level support reacts to the ticket.

●

Planner Action

: The ticket is forwarded to a planner or technician who has to do the work, such as repairing a technical issue, or delivering services. This assignment status sets also the

Requires Work

flag in the ticket.

●

Requestor Action

: The ticket is in process and the support colleague asks the customer to do something on his or her side to solve the issue.

●

Provider Action

: The first level support cannot solve the ticket alone and needs help from the second level support or a third party provider. He or she can use this status and the ticket is forwarded automatically to the corresponding destination, for example, an external system.

●

Not Assigned

: Can only be used with

Life Cycle Status

Closed

.

Adding a Ticket Status

To add a status click

Add Row

, enter a description, select the wanted life cycle and assignment status, and save your changes.

Deleting a Ticket Status

To delete a status, select the corresponding status line, click

Delete

, and save your changes.

Maintain Status Schemas

In addition to using pre-delivered statuses and status schemas for tickets, you can specify your own status schemas and status handling by mapping them to a valid combination of life cycle status and assignment status.

You can change visibility, and sequence of pre-delivered statuses. With the status schemas you can realize different processes in your company, for example, you can create a status schema for your internal employee support, as well as a status schema that is valid for the interaction with your partners.

● Adding a New Status Schema

1. Under

Status Schemas

click

Add Row

.

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2. Enter an ID and a name for the schema.

3. Save your changes.

Now you can assign statuses to your schema.

● Assigning Status Codes to Schema

1. Click

Add Row

under

Assign Status Codes to Status Schema

.

2. Enter a number in the column

Sort Sequence

to specify the status sequence in the drop-down list in the application.

3. Select a

Status

from the value help that comes from the

Ticket Status Dictionary

.

4. Decide whether this status should be the initial entry for all newly created tickets and whether this status should be visible in the drop-down list in the ticket handling.

Note

○ Only the

Open

Life Cycle Status

can be selected as initial status.

○ You can select the

Closed

Life Cycle Status

but you can't set it to visible.

5. Then save your changes.

● Maintaining a Status Schema

You can change the name of a schema and the sort sequence of the assigned statuses, statuses itself, and check boxes

Initial Status

and

Status Visibility

.

● Deleting

Select the line that you want to delete and click

Delete

.

Note

Only statuses can be deleted that aren't used.

Maintain Involved Parties

● Adding or editing party roles

1. Click

Maintain Involved Parties

.

2. Under

Party Role Assignments

click

Add Row

.

3. Select a

Party Role

from the drop-down list.

4. Decide whether the role should be, for example, active, mandatory, unique, or should be forbidden for manual changes.

5. Save your changes.

6. Then click

Maintain Determinations

where you can edit the determination for the newly added party role.

● Deleting role assignments

1. Select the line you want to delete.

2. Click

Delete

.

Note

You can delete only self-created assignments. Pre-delivered content cannot be deleted.

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Maintain Number Range

In this activity you can define within which number range your tickets should get their document numbers.

1. Click

Maintain Number Range

.

2. Adapt the

Begin Number

and

End Number

.

3. Save your changes.

Maintain Item Processing Codes (Customer Support Only)

In case you have an integration with SAP ERP you can trigger the further processing of the items in tickets to the external system with item types.

1. To create an item processing code click

Add Row

and enter a processing code starting with Z or Y.

2. Enter a description.

3. Select the required

System Processing Type

and the

Invoicing Method

.

○

System Processing Type

With the

System Processing Type

you trigger the accounting records for costs and goods movement in your company.

○

Service

marks the item as a pure service item and triggers the required billing and costing in ERP.

○

Part Consumption from Technician Stock

marks the item as taken out of the stock of the technician and triggers the required billing and costing.

○

Part Advance Shipment to Customer Consignment Stock

marks the item to be shipped to the customer’s consignment stock before the technician plans to visit the customer.

○

Part Consumption from Customer Consignment Stock

marks the item as consumed material from the customer consignment stock. It triggers also the required billing and costing.

○

Part Return from Customer Consignment Stock

marks the item as the to be returned material (partly or completely) from the customer consignment stock.

○

Product

is the default setting and marks the item as unspecific product, such as service, spare part or expense.

If no integration with SAP ERP exists, the

Type

field is hidden and always defaulted to this value.

Note

Type

Product

triggers only billing without any costing.

○

Complaint Request

can be used to report complaints on external document items. This feature requires SDK development in order to be exposed as a front-end capability.

○

Invoicing Method

With the

Invoicing Method

you decide how the item shall be invoiced in SAP ERP:

○

Fixed Price

takes the planned quantities for billing.

Note

Please note that advance shipment doesn’t work with fixed price.

○

Time and Material

is the default setting and takes the confirmed (actual) time and quantity for billing.

○

Not Relevant

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4. Save your changes.

Maintain Item Processing Determination (Customer Support Only)

Here you can define the determination criteria for the item processing codes. You can set-up the determination rules with a sequence and after you activated the rules the item processing codes are found and assigned automatically in the ticket.

6.4.8 Configuring Ticket Routing Rules

You can set up rules to distribute incoming tickets to service agents, or service technicians based on the territory, or team to which the agent is assigned.

By default, all incoming customer service tickets are visible to all employees with the corresponding access rights.

You can define rules that allow the system to evaluate tickets and route them to specific territories.

Note

As of February 2015 access restrictions for tickets are still determined solely by organizational structure. Be sure that territories and organizational structures are aligned to ensure proper access to tickets.

Routing tickets by territory or team allows you additional flexibility versus routing tickets by org unit. Employees can be assigned to multiple territories, or teams, but only one org unit. Before you can set up routing rules for tickets by territory, you must first enable territory management. Edit your implementation project scope, then go to

Sales Account and Activity Management Territory Management

, and enable the first question:

Do you want to use territory management?

VIDEO: Defining Routing Rules for Tickets [page 467]

For Administrators: find out how to define routing rules for tickets.

Defining Rules for Ticket Routing [page 467]

By default, all incoming customer service tickets are visible to all employees with the corresponding access rights. You can define work distribution rules to enable routing of tickets to particular team or agent queues.

Important tasks

Note

The ticket routing rules screen is only available in the Microsoft® Silverlight client.

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Setting up the Rules Table

The first time you set up routing rules you must configure the rules table. By default the first 15 fields appear as columns in the table. You need to remove the default fields and add back the fields you wish to use for ticket routing. You can include up to 15 columns in the table, including the result columns: Team and Role Code, or

Territory ID (results columns marked with a red background color.)

1. Go to

Administrator Service and Social Work Distribution

, and select

Ticket Routing Rules

.

2. Choose

Adapt Columns

, and use the left and right arrow buttons to remove the default columns and add back only the values you wish to use for routing rules.

The result columns are marked in red.

3. Use the up and down arrow buttons to order the columns as desired.

4. Choose

OK

to save your changes and close the window.

Creating Routing Rules

You define ticket routing rules by specifying one or more field values and a target team and role code, or territory

ID.

Tip

The system applies the rules in the table from top to bottom, so more specific rules should appear first with more general rules near the bottom.

1. Choose

Add Row

above the rules table.

2. Click the asterisk symbol in a cell to assign a value for that field.

You can assign values for multiple fields for the same rule. This results in a logical AND condition.

If the value you assign matches the field entry for a ticket, the ticket is assigned to the team or territory you specify.

3. Assign the target team and role code, or territory ID to which you want to route tickets matching this rule criteria. Select either a team and role code (service team, or service technician team), OR a territory ID.

4. Continue to add rows for each team or territory to which you want to route tickets.

5. Choose

Save

when finished.

Activating Routing Rules

● Once you are satisfied with the routing rules you created, choose

Actions Activate Rules

to start routing tickets with the new rules.

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Setting up Restrictions for Local Administrators

You can assign a geographical area for which local administrators can create ticket routing rules. The restrictions for local administrators are only available for administrators with global access rights.

1. Choose

Add Row

above the Local Administrators Restrictions table.

2. Enter a Country and Region to allow for rule creation.

3. Choose a local administrator for that country and region.

The local administrator can create rules that apply only to the specified country and region.

4. Continue to add rows for each local administrator you wish to assign.

5. Choose

Save

when finished.

6.4.8.1 VIDEO: Defining Routing Rules for Tickets

For Administrators: find out how to define routing rules for tickets.

Parent topic: Configuring Ticket Routing Rules [page 465]

Related Information

Defining Rules for Ticket Routing [page 467]

6.4.8.2 Defining Rules for Ticket Routing

By default, all incoming customer service tickets are visible to all employees with the corresponding access rights.

You can define work distribution rules to enable routing of tickets to particular team or agent queues.

Overview

The

Organizational Work Distribution

and

Employee Work Distribution

views enable you to manage the distribution of customer tickets within your service organization. You create rules that allow the system to evaluate the tickets and distribute them to the responsible team or the responsible processing agent.

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Prerequisites

● You have created or uploaded employee and product data.

● You have created and activated your organizational structure, and set up your teams for ticket handling..

● If your system is configured to support social media channels and you want to use social media channels as routing criteria, you have configured those channels.

● If your system is configured to support e-mail as a channel and you want to use e-mail as routing criteria, you have configured e-mail and added the corresponding inbound e-mail addresses.

Parent topic: Configuring Ticket Routing Rules [page 465]

Related Information

VIDEO: Defining Routing Rules for Tickets [page 467]

Defining Ticket Distribution Rules

The following sections outline specific settings or considerations for defining work distribution rules for the customer service and social media features of SAP Cloud for Customer.

Create Organizational Work Distribution Rules

Organizational work distribution rules allow the system to evaluate work items — in this case, customer messages that are created as service requests — and to determine the responsible service team (customer service org unit).

You can also create organizational work distribution rules to manage escalation routing and routing based on social media channels.

1. Go to

Administrator Service and Social Settings Organizational Work Distribution

.

2. Select the work category:

Service and Support Team for Service Requests - Social Media

and click

Edit

.

3. Click

Add Rule

or

Copy Rule

.

The system processes work distribution rules for organizational work distribution according to their priorities.

If you have maintained multiple rules for a work category, the system only uses the first rule that applies. By default, new rules are added to the bottom of the list, and so have the lowest priority. To change the priority of a rule move it up or down in the table.

Note

To avoid that no applicable organizational work distribution rule can be found, we recommend you create one default rule at the bottom of the rule list which applies to the properties of any incoming customer message.

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4. Enter the name, choose or enter the ID of the responsible customer service org unit, and enter the validity period for the rule.

5. Go to the

Rule Details

section and specify the parameters for the rule.

Each of the following parameters appears as a tab. Using the parameters, you can specify which parameter is to be included in the rule or excluded from the rule.

○ ABC Classification

○ Country

○ Product Category

○ Service Category

○ Account

Includes all individual customers and customer accounts

○ Service Priority Code

○ Escalation Status

○ Channel Type

Note

The social media channel type is only supported by SAP Cloud for Social Engagement.

○ Channel

6. Click

Check

to verify your rule is consistent and then save your entries.

7. Increase or decrease the priority of the rule according to its required processing sequence.

Creating Employee Work Distribution Rules

Employee work distribution rules allow the system to evaluate work items, in this case customer messages that are created as service requests in the system, and to determine for each, the responsible agent.

You can also create employee work distribution rules to manage escalation routing as well as routing based on social media channels.

1. Go to

Administrator Service and Social Settings Employee Work Distribution

.

2. Select the work category:

Processor for Service Requests - Social Media

and click

Edit

.

3. Click

Add Rule

or

Copy Rule

.

4. Enter the name, choose or enter the ID of the responsible employee, and enter the validity period for the rule.

5. Go to the

Rule Details

section and specify the parameters for the rule.

Each of the following parameter appears as a tab. Using the parameters, you can specify which parameter is to be included in the rule or excluded from the rule.

○ ABC Classification

○ Country

○ Product Category

○ Service Category

○ Account

Includes all individual customers and customer accounts

○ Service Priority Code

○ Escalation Status

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○ Channel Type

Note

The social media channel type is only supported by SAP Cloud for Social Engagement.

○ Channel

6. Click

Check

to verify your rule is consistent and then save your entries.

6.4.9 Configuring Service Level Agreements

This topic describes the various service levels, and the determination rules for the service levels.

VIDEO: Prioritizing Tickets with Service Level Agreements [page 473]

For Administrators: find out how to use Service Level Agreements to prioritize tickets.

Configuring Service Categories [page 474]

Service categories are used to capture consistent information, to allow for reporting and benchmarking, and for determining service level assignments.

Business background

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

Service Level

A service level determines the initial response and completion due time for processing a customer support ticket.

Service levels can be used to ensure that adequate service is delivered in time to all the customers. For your organization, service levels can be defined in accordance with business priorities, to achieve a competitive cost model, to measure performance and quality of customer service.

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Service Level Determination Rules

Determination rules are the conditions that determine how a service level will be applied. The values and sequence

(top to bottom) set out in the determination rules table is used for selecting and applying a service level for a customer ticket.

Both, the service levels and the determination rules must be configured for implementing service level agreements. From the business perspective, you can restrict service levels to:

● A specific service type or priority maintained at the service level.

● A particular product category, service category, or incident category, or particular country or customer group that you can maintain in the determination rules.

Important tasks

Defining Service Levels

Follow these steps to create a new service level:

1. Go to

Administration Service and Social SLA Setup

OR

Service Entitlements Service Levels

New

OR

Service Entitlements Common Tasks New Service Level

2. Configure the settings for the new service level in the four tabs, namely

General

,

Reaction Times

,

Operating

Hours

and

Changes

.

○

General

: Specify a name, ID and description for the new service level.

○

Reaction Times

: Create new milestones to determine the initial response time for a support ticket.

1. Create Milestone : Click on

Add Row

to create a new milestone. Select one of the following response times for the milestone:

○

Due Date for Completion

○

Due Date for Initial Review

○

Due Date for Response

You can set the flag for

Recurring

for the

Due Date for Response

option. Each time a customer responds to a ticket,

Due Date for Response

will be recalculated according to the time you define for this milestone (in the

Operating Hours

tab under

Time Ranges

).

Caution

Automatic alerts for overdue milestones are not currently supported in SAP Cloud for

Customer.

2. Maintain Details of Milestones

To view further details for a milestone, select and click on a milestone row entry.

○

Service Type

or the type of service

Multiple service types can be maintained for a milestone. Add a separate row entry for each priority that you maintain.

○

Priority

Multiple priorities can be maintained for a service level. Add a separate row entry for each priority that you maintain.

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○

Net Time

When you enter the duration in hours, the operating hours are considered. When you enter the duration in days, only the weekly configuration is considered, but not the time ranges.

Example

Your working days are from Monday to Friday, from 8:00 to 18:00 and the reporting date is

Wednesday 1.1.2014, 15:00

○ If you enter a duration of 48 hours the system calculates a due date on Wednesday,8.1.14,

13:00.

○ If you enter a duration of 2 days the system calculates a due date on Friday,

3.1.2014,15:00.

○

Operating Hours

: Maintain the duration when the customer support service is operational.

1. Select the

Working Day Calendar

and time zone for your region or company.

2. Under

Weekly Configuration

, select the days of the week when your service is operational.

3. Under

Time Ranges

, click

Add

, then choose the times when your service starts and ends. Operating hours may not be available depending on your configuration. If you do not enter operating hours, the system assumes that the service is available 24/7.

3. At the top of the

New Service Level

editor, click

Save

to save the new service level. The service level is saved in the system and added to the

Service Levels

view.

Note

The new service level must be in status

Active

before you can determine its usage within the system.

4. To activate the new service level, select the row entry for the newly created service level and click on

Change

Status

. The statuses

Active

,

Blocked

and

Obsolete

are available for selection.

Defining Determination Rules for Service Levels

1. In

Administration

work center, go to

Service and Social SLA Setup Determine Service Level

OR in the

Service Entitlements

work center go to

Service Levels Determine Service Level

2. Click on

Add Row

to add a new determination rule to the table.

3. Assign the new determination rule to a service level. To do this, click on the hyperlink

Add

in the column for

Service Level

and select a service level that has been released.

4. You can make the service level conditional on a specific country, customer group, product category, service category catalog, service category, or incident category. For each condition that you want to set:

1. Click the asterisk * in the appropriate column.

2. Select the operator, for example,

=

or

IN

.

3. Enter the value or value range.

4. Click

OK

.

5. Place the service level rule in the correct position of the table by selecting the rule and clicking the up or down arrow.

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Note

The default asterisk ( * ) value means that this parameter has no impact on service level determination.

For example, an asterisk in the

Country

column means that this service level determination is not affected by the country in a service request.

Note that even if you exclude a service catalog, the system still displays its incident and service category values; it does not filter these columns out. Although the incident and service category values are displayed, they are not taken into consideration for determining the service level objectives.

5. You can adapt the fields of the decision table using the

Decision Table Configuration Wizard

.

1. Click

Adapt Columns

.

2. Under

Available Columns

, select the fields that you want to use as conditions to apply service levels. Your extension fields are also displayed under

Available Columns

.

3. To add them to the decision table, choose the arrow buttons, then click OK .

Note

The determination rules are evaluated in the order they appear in the table, and once the system has made a match all other rules are ignored. Therefore you should position specific rules for exceptions at the top of the table followed by more general rules.

6. At the top of the

Determine Service Levels

quick activity, click

Save

and

Activate

.

7. The determination rules for service levels, are now active and ready to be used in the system. When you create or edit a service request or order, the system uses the rules to evaluate which service level to apply.

When a rule is found that matches the service request or order, the appropriate service level is applied and executed, including details about reaction times and due date calculation.

6.4.9.1 VIDEO: Prioritizing Tickets with Service Level

Agreements

For Administrators: find out how to use Service Level Agreements to prioritize tickets.

Parent topic: Configuring Service Level Agreements [page 470]

Related Information

Configuring Service Categories [page 474]

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6.4.9.2 Configuring Service Categories

Service categories are used to capture consistent information, to allow for reporting and benchmarking, and for determining service level assignments.

To create and organize service categories and incident categories (subcategories) within service category catalogs, go to

Administrator Service and Social Settings

then choose

Service Categories

.

Parent topic: Configuring Service Level Agreements [page 470]

Related Information

VIDEO: Prioritizing Tickets with Service Level Agreements [page 473]

Tasks

Create a Service Category Catalog

1. Click

New

, then choose

Service Category Catalog

to open the

New Service Category Catalog

editor.

2. On the

General

tab, enter the following data:

1. In the

General

section, enter the catalog name, valid from/to date, and description.

2. In the

Usage

section, select the business documents that use the catalog.

Note

For SAP Cloud for Social Engagement or SAP Cloud for Service, select

Ticket

.

3. On the

Catalog Structure

tab, add your service categories to the catalog.

The catalog consists of one top-level category by default.

1. To add additional categories, click

Create

and select either

At Same Level

or

At Lower Level

.

2. Enter a name and ID for your categories and select the

Category Type

for each category.

Each category type is associated with a selection field, allowing agents to assign one or more categories to a ticket. The system checks your catalog structure and will not allow agents to select conflicting categories.

You can choose from the following types:

Table 102:

Category Type Workspace Selection Field Category Type Code

Process

Incident

Service Category

Incident Category

1

2

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Category Type

Object Part

Cause

Activity

Workspace Selection Field

Object Category

Cause Category

Resolution Category

5

6

Category Type Code

4

Tip

We recommend starting with a

Process

category type at the top level of your catalog structure, followed by the other category types as sub level categories, but this is not mandatory.

There is no limit to the number of service-category levels you can create in a service catalog. However, we recommend that you do not create more than four sublevels as an increased number of levels may make it more difficult to navigate.

4. To edit a category, select the category from the

Categories

table and edit the details, such as category name, type or ID.

Tip

A service category catalog can no longer be edited after the valid-from date is reached. In this case, simply create a new catalog version.

5. Click

Change Status

, then

Release

to release the new service category catalog.

6. Click

Save

.

7. Click

Close

to return to the

Service Categories

view.

8. The new service category catalog is added to the list in the

Service Categories

view. To open the service category catalog from this list, click the appropriate catalog ID link.

Results

Service and incident categories can be used as follows:

● To determine service level assignments

● Assigned to tickets

● Excluded from warranties

Upload a Service Category Catalog

You can create a comma separated value (CSV) file to upload your entire service category catalog, rather than creating each entry manually in the system. This method also supports uploading multiple languages in the same file.

Create a spreadsheet with the following data pattern and save in CSV format.

<CategoryID>;<CategoryType>;<ParentCategoryID>;<Language1>;<Name1>;<Description1>;<L anguage2>;<Name2>;<Description2>...

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Table 103:

CategoryID Category­

Type

TT-CO 1

CO-ACC 2

ParentCa­ tegoryID

TT-CO

Language1

EN

EN

Name1 Descrip­ tion1

Language2

Complaint Complaint DE

Name2

Reklama­ tion

Descrip­ tion2

Reklama­ tion

Unterkunft Unterkunft Accomoda­ tion

Accomoda­ tion

DE

Transfer Transfer DE CO-TR

CO-AIR

CO-FL

2

2

2

TT-CO

TT-CO

TT-CO

EN

EN

EN

Airport

Flight

Airport

Flight

DE

DE

Transfer

Flughafen

Flug

Transfer

Flughafen

Flug

For a complete list of supported language codes, refer to the SAP Cloud for Customer System and Software

Requirements guide.

Note

● The category ID and Parent Category ID must be different, or else the upload stops with an error.

● For category IDs, the prefix CA_ is reserved for categories created manually in the system, and must not be used for category IDs in upload files.

● Use a semicolon as a separator in the CVS file. This allows commas in entry text.

● The same restrictions on ID apply to uploaded records as to manually created categories.

● Use additional columns to add multiple languages. Repeat the same data pattern for each additional language.

● Uploading a catalog replaces the current catalog, if any. The system can have only one service category catalog.

Caution

The upload file is limited to 1000 category entries. If you require a larger service category catalog, please contact SAP support.

1. Navigate to

Administration Service and Social

2. Select

New Catalog from file

.

3. Select the file to upload.

If you have included a header row in the file, select

Exclude Header Column

. The system will discard any entries in the first row.

4. Select

Upload

.

This creates the service category catalog with the status of In Preparation. Open the new catalog and verify the contents have imported correctly.

5. Click

Change Status

, then

Release

to release the new service category catalog.

6. Click

Save

.

7. Click

Close

to return to the

Service Categories

view.

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Create a Catalog Version

To create a new version of a catalog, click on the catalog and select

New

then

Version

.

Consider the following when managing catalog versions:

● You can have only one active catalog per usage, for example for service requests, at any one time.

● Catalogs with overlapping periods and overlapping usages are not allowed.

The following example shows the correct way to use catalog versions.

Example

Catalog 1 V1 from 1.1.2010 to 31.12.2010 for service requests

Catalog 1 V2 from 1.1.2011 to 31.12.9999 also for service requests

The following example shows the wrong way to use catalog versions. In this case, there are overlapping periods for the same usage, service requests.

Example

Catalog 1 V1 from 1.1.2010 to 31.12.2010 for service requests

Catalog 1 V2 from 1.8.2010 to 31.12.2010 also for service requests

Change Statuses and Delete a Catalog

Consider the following when deleting a catalog or changing the status of a catalog:

● You can delete only catalogs that are

In Preparation

.

● You can set a released catalog back to

In Preparation

if the valid-from date has not yet been reached.

● Catalogs that have already been released and are in use cannot be deleted or modified. To remove the catalog from use, create a new version of the catalog, limit the valid-to date to today’s date, and release it.

6.4.10 Communication Channels

6.4.10.1 VIDEO: Setting Up E-Mail Channels

For Administrators: find out how to set up e-mail channels in your solution.

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6.4.10.2 Configuring E-Mail Channels

Configure e-mails as communication channels to support your service organization. E-mail channels can be configured to route service tickets to service agents.

Important tasks

Step 1: Enable Scoping

1. Enable scoping under

Service Employee Support Communication Channel - E-Mail

2. Under

Business Configuration Edit Project Scope Questions

, set as

In-Scope

, the following questions:

○ Group: E-Mail Integration with Service Request Management for Corporate Accounts :

Do you want to support e-mail channels for corporate accounts

○ Group: E-Mail Integration with Service Request Management for Individual Customers :

Do you want to support e-mail channels for individual customers

○ Group: Maintain Service Requests Automatically from Incoming E-Mails :

Do you want to maintain service requests (tickets) automatically from incoming e-mails

Step 2: Add Allowed Domains for Outbound E-Mail Channels

The sender e-mail addresses that you configure must belong to one of the allowed e-mail domains. Add all such allowed domains in the table for

Allowed Sender E-Mail Domains

under

Business Configuration Activity List

E-Mail and Fax Settings

.

Step 3: Add Outbound E-Mail Channels

1. Go to

Administration Operations Organization Org Structures

2. Select and edit the service organizational unit in the org structure.

3. Select the tab

Addresses

and under

Communication Details

and specify the e-mail address that will be used as the default outbound e-mail address in the organization.

Caution

Make sure that the domain of this outbound e-mail address is listed as an allowed domain (see previous step on

Add Allowed Domains for E-Mail Addresses

.

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Step 4: Set up Inbound E-mail Channels

You need to add the inbound e-mail addresses that you use in the system for customer interaction and for use in routing service tickets. Once an e-mail is received by the system, the original inbound address is identified (from these channels) and a ticket is created for the corresponding e-mail channel. If you implement routing rules, then the routing rules relevant for the selected channel will be distributed.

To set up inbound e-mail channels, go to

Administration Service and Social Communication Channels E-

Mail Addresses

.

1. Click on

New

to create a new channel or edit an existing one.

2. Specify the inbound e-mail address to which the tickets will be routed. Also specify the channel ID and name.

3. For the basic e-mail channel set-up, maintain the e-mail address, channel ID and name. Most importantly, you need to specify the

Channel Direction

. The default is

Inbound and Outbound

, but you can choose to make the channel inbound only or outbound only to accommodate the way your organization uses this e-mail channel.

4. Maintain the following for inbound configuration:

○ Select the channel type. You can choose from the following values:

Customer Service- Business to

Business (B2B)

,

Customer Service-Business to Consumer (B2C)

and

Employee Support

.

○ Default Account:

If your solution does not recognize the sender address of an incoming e-mail, the message is designated as an

Unassociated E-Mail

and no ticket is created. You have the option of adding a default e-mail account to each e-mail channel so that whenever the sender address is unknown, the default account is assigned to the message and ticket is created.

You must ensure the following before selecting a valid default account:

1. The type of default e-mail account you assign must match the e-mail address type that you select for your email channel.

2. For the default account, create the appropriate individual customer or corporate account in the cloud solution. For accounts, you will also need to create a default contact.

5. For the outbound configuration, select the branding template. You can add a branding template to your e-mail channels to control the look and feel of e-mails sent by agents. Every time an e-mail is sent from one of those channels, the content is embedded within the branding HTML. To select the branding template, you must edit the e-mail channel under

Administration Service and Social Communication Channels E-mail

Addresses

Caution

You must have already created the required branding templates (see documentation for the topic E-Mail

Templates in the operations guide).

Step 5: Set up Routing Rules for Tickets from E-Mails

Once you've added your e-mail channels, you can create work distribution rules to route the resulting tickets to the teams or agents assigned to work on them. For detailed information, see documentation for the topic Defining

Rules for Ticket Routing in the operations guide.

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Step 6: Enable Encryption for Inbound and Outbound Mails

1. Enable Scoping

Review

Questions

for scoping Under

Business Configuration Edit Project Scope Built-in Services and

Support Security

For the section

Group: E-Mail Security

, set the flag

In-Scope

for the question

Do you want to use encryption and signatures for e-mails

.

2. Now, you can choose encryption levels for individual e-mail addresses under

Business Configuration

Activity List Fine-Tune E-Mail Encryption and Signature Check

.

Incoming E-Mails Scenarios: You can specify for each e-mail scenario whether incoming e-mails should be verified using a signature. Choose

Check (and Reject if Untrusted)

if you require a high level or security. Select

Do Not Check

if you do not have security requirements. You will need to set the signature for the following scenarios:

○ SAP Cloud for Service: E-Mail Security, B2B Scenario

○ SAP Cloud for Service: E-Mail Security, B2C Scenario

Outgoing E-mail Scenarios: For each e-mail scenario, you can specify whether the outgoing mails should be encrypted and signed. Set the encryption and signature for the following scenarios. The recommended values are

Encrypt if Possible

and

Sign

.

○ SAP Cloud for Service: E-Mail Security, B2B Scenario

○ SAP Cloud for Service: E-Mail Security, B2C Scenario

3. Activate your settings.

4. Go to

Administration Security Security Configure S/MIME

.

5. Finally, you can choose the encryption type to be allowed for each of these scenarios. Following features are available for encryption:

○ Inbound E-mails: You can choose to select

Check and Reject

or

Do not Check

.

○ Outbound E-mails: You can choose to select one of the following:

Encrypt

,

Encrypt if Possible

and

Do not

Encrypt

. Additionally, you can specify if the outbound e-mails must be signed. You can choose to select

Sign

or

Do not Sign

.

Step 7: Activate S/MIME Encryption for Inbound and Outbound E-mail

Channels

You have defined the required encryption checks for inbound and outbound e-mail channels. You now need to configure S/MIME in order to implement the encryption that you have defined in the previous steps. To do this, go to

Administration Security Security Configure S/MIME

. In this configuration you define the following settings:

1. Incoming E-mails: Upload certificates to verify the signature of incoming e-mails. In this step, you select the required incoming e-mail channels and upload the relevant certificates that will be implemented to verify the signatures in these incoming e-mail channels.

2. Outgoing E-mails:

You need to import S/MIME certificates for all e-mail recipients who should receive encrypted e-mails. To do this, you must:

1. Create key pairs (required for decryption and signature) for different outbound e-mail channels and upload them to the cloud solution.

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You can also choose to use the SAP standard sender address DoNotReply@<system domain> for which a key pair is automatically created and signed by the SAP Passport CA.

2. The respective e-mail recipients must install the corresponding CA certificate in their e-mail clients in order to verify e-mail signatures sent from the e-mail addresses included in the key pairs,

3. Activate S/MIME

You need to activate the following settings in order to implement the encryption settings maintained in the fine tuning.

○ Check Signature of Incoming E-Mails: When you select this flag, the certificates that you have maintained in this S/MIME configuration will be used to verify the signatures for incoming e-mails.

○ Encrypt Outgoing E-Mails :

When you set this flag, the certificates imported for the outgoing e-mail channels will be used to encrypt outgoing e-mails.

○ Signing Outgoing E-Mails :

When you set this flag, signatures from the imported certificates will be used to validate the signatures in outgoing e-mails...

Step 8: Business Communication Monitoring for E-Mails

You can use business communication monitoring to verify whether e-mail messages have been transmitted successfully or not. It creates transparency in that you know whether your business documents were sent as well as received and by which process. If technical errors occur, they can be identified and resolved to prevent problems in follow-on processes or with your business partner.

6.4.10.2.1 Document-Based E-Mail Templates

Setup and maintain HTML-based templates for outgoing e-mail messages.

Document-based e-mail templates use an uploaded HTML file as the body of outbound e-mails.

These can be used as follows:

● As part of the workflow notifications rules you define in the system

For information about creating e-mail templates for use with workflow notification rules, see Workflow Rules

Quick Guide.

● As branding templates that you assign to e-mail channels

For more information about assigning branding templates to e-mail channels, see Configuring E-Mail

Channels.

● In conjunction with an enhancement option enabled via the SDK

For more information about creating e-mail templates for use with the enhancement option, see Enabling

Document-Based E-Mail Templates for Notifications.

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Tasks

Creating a Branding Template

As an administrator, you can create branding templates In order to control the look and feel of e-mails sent by agents. You then assign the branding template to an e-mail channel so that every time an e-mail is sent from that channel, the content is embedded within the branding HTML.

Only document-based e-mail templates can be designated as branding templates.

1. Go to

Customer Service Templates

.

2. Click

New

.

3. Enter the template name.

4. Select

E-Mail

as the template's channel type.

5. Select

Document-Based

as the template's type.

6. Select

Branding Template

.

7. Enter the e-mail

Subject

line.

8. Browse to the HTML file to be used as the template and save your entries.

The template is now available for selection when creating or editing e-mail channels to include a branding template.

Replacing or Previewing Document-Based E-Mail Templates

Regardless of whether you created a document-based e-mail template as part of workflow notification rules, for use with the enhancement option, or as a branding template, you can preview and replace the HTML file under

Customer Service Templates

.

1. From the list of templates, open the template you want to preview by clicking the template name.

2. To change the file used for the template, click

Replace

, then browse to and select the new file.

3. Save your changes.

6.4.10.3 Configuring SMS Channels

Set up your SAP Cloud for Customer system to include messaging services, such as SMS, as communication channels for creating and responding to customer service tickets. Anytime a customer sends a text message to a

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specified routing number (short code), a ticket is created and routed to a team or agent queue, based on the rules defined.

Important tasks

The steps to configure SMS channels are detailed below:

Step 1: Enable Messaging in Scoping

Under

Business Configuration Edit Project Scope Questions

, select

Sales Account and Activity

Management

and enable

Record Messaging Activity

. With this setting, incoming SMS messages automatically generate a new ticket, or are appended to an existing open ticket. In addition, an individual customer profile is generated from the sender phone number if the phone number is not matched to any existing customers or account contacts.

Step 2: Create a Communication System as a Web Service

Under

Administration IT Setup Integration Communication System

, create a new communication system and maintain the required details. Make note of the following details:

● Host Name: Domain name for the gateway provider

● System Access Type: Internet

● System Instances ID (same as the communication system ID)

● Preferred Application Protocol (under

System Instances

) :

Web Service

.

Note

Activate the new communication system and make a note of the system ID that you will need to specify when creating the communication arrangement.

Step 3: Set-up a Communication Arrangement

Create a new communication arrangement with Messaging Service as the communication scenario. Note the following:

● System Instance ID under

Define Business Data

is the same that you entered for the communication system created in step 1.

● Under

Define Technical Data

, click on

Edit Credentials

and maintain a password for the system ID. Make a note of this user ID and password, as you will need to provide this information to the gateway provider to obtain the routing numbers, also known as short codes.

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Step 4: Request Short Codes and Outbound Endpoint from Gateway Provider

Inbound SMS Messages :

Share the following information with the gateway provider who will need them to provision your short codes:

● The inbound endpoint URL which will be used by the gateway provider for posting incoming SMS messages.

This is a REST web service call, via HTTP Post method. Basic Authentication is required while making this

REST call.

Example

Example of Inbound Endpoint https://my1234.sapbydesign.com)/sap/ap/srt/rest/sap/II_CODCRM_SRQ_FROM_MS_ACT_IN/sap/

PROCESS_MESSAGING_SERVICE/

● User ID and password that you maintained in the communication arrangement (see step 2).

Outbound SMS Messages

Request your gateway provider to supply an endpoint URL for outbound SMS messages.

Step 5: Create Mashup Web Service for Outbound Messages

In order to be able to reply to inbound SMS messages, you will need to create the mashup web service for these outbound messages under

Administration IT Setup Mashups Mashup Web Services

.. Note the following when creating a new mashup web service:

● If you are using SAP SMS 365 as the gateway provider, choose

New

and select

Rest Service

. Other gateway providers may use a different type of service.

● The solution only supports the POST method with an XML payload.

● In the General Information area, enter the service name, and set the status to active.

● In the Service Information area, enter the required parameters based on the gateway provider's API properties. This includes the outbound endpoint URL, and the following hash tags and square brackets as place holders that will be replaced by the actual parameters:

○ [#SUBJECT]

○ [PHONE_NUMBERS]

○ [#MESSAGE]

● In the case of SAP SMS 365, the gateway utilizes body XML format which, when properly formatted appears as follows:

Version=2.0

Subject=[#SUBJECT]

List=[#PHONE_NUMBER]

Text=[#MESSAGE]

SplitText=YES

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Note

Make a note of the Service ID number that the system assigned to this service. You need to enter the service ID when you set up your messaging channels.

For more information, see the documentation for the topic Mashups and Web Services under

Business Flexibility

.

Step 6: Create Messaging Channels

You can use the short codes provided by the gateway provider and the mashup web service that you created for outbound messages to set-up the messaging channels that generate tickets from incoming SMS messages. To do this, go to

Administration Service and Social Communication Channels Messaging Services

:

SMS Inbound Configuration

Maintain the

Channel ID

,

Channel Name Short Code

,

Ticket Type

(default ticket type will be used if this is not maintained) and

Ticket Options

.for this channel. Enter the mashup service ID you noted in the previous task for outbound messages from this channel.

SMS Outbound Configuration

Specify the ID of the mashup service that you configured for your gateway provider in the previous step.

Step 7: Set-up Routing Rules for Tickets from Messages

Once you've added messaging channels, you can create work distribution rules to route the resulting tickets to the teams or agents assigned to work on them. For detailed information, see documentation for topic

Defining Rules for Ticket Routing

.

Step 8: Business Communication Monitoring for Messages

You can use business communication monitoring to verify whether SMS messages have been transmitted successfully or not. If technical errors occur, they can be identified and resolved to prevent problems in follow-on processes or with your business partner.

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6.4.10.4 Configuring Microsoft Outlook® as a Communication

Channel

Use the SAP Cloud for Customer Add-In for Microsoft Outlook to respond to tickets.

Business background

Service agents can use the editing features available in Microsoft Outlook while working with tickets, and view emails as interactions in the associated ticket.

Important tasks

Maintain the configuration as explained here:

Step 1: Enable Scoping

Under

Business Configuration Edit Project Scope Questions

review and select scoping for the question

Group: E-mail replies via Microsoft Outlook (1) under

Service Customer Care Service Request

Management

.

Review and select scoping for the question Group: E-mail replies via Microsoft Outlook (1)

Note

1. When this service scenario is enabled, e-mails sent from Microsoft Outlook are not regarded in SAP Cloud for Customer as activities. Instead, they are responses to a ticket.

2. If this feature is enabled, when an agent responds via e-mail to a ticket from the agent workspace, a new window from Microsoft Outlook opens.

3. Service agents can de-scope this configuration and respond to tickets without using Microsoft Outlook by de-selecting the

Use Microsoft Outlook

option in the agent workspace. Once you turn on this feature in scoping, this box will be checked by default for e-mail tickets.

4. If this service scenario of the add-in in the Microsoft Outlook settings is enabled, a few features not relevant for service will be disabled, such as saving e-mails as an activity in SAP Cloud for Customer.

5. Users will need to add any shared e-mail accounts used for responding to tickets to Microsoft Outlook, and will need to use the correct account when responding to a ticket. Users should maintain the ticket number in the subject line so that the e-mail is associated with the ticket as an interaction.

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Step 2: Download Add-In for Microsoft Outlook

Click on

Downloads

in the header bar and download

Add-In for Microsoft Outlook

. In addition to downloading the add-in, users must enable the service scenario in the add-in settings in Microsoft Outlook.

Step 3: Service Agents to Add Shared E-mail Accounts to Microsoft Outlook

(optional)

Service agents will need to add any shared e-mail accounts used for responding to tickets to Microsoft Outlook, and will need to use the correct account when responding to a ticket. Users should maintain the ticket number in the subject line so that the e-mail is associated with the ticket as an interaction.

Note

You can also have users set the shared e-mail account as their default, so they do not have to select it manually when replying.

6.4.10.4.1 Enabling Microsoft Outlook® for Service Users

You can give service agents the option to respond to tickets from the agent workspace using the SAP Cloud for

Customer Add-In for Microsoft Outlook. Agents can use the editing features available in Microsoft Outlook while working with tickets, and view e-mails as interactions in the associated ticket.

How to Enable Microsoft Outlook

● Turn on Microsoft Outlook for Service in scoping

You can do this under

Service Customer Care Service Request Management

.

For more information on enabling features, see Enabling Features in Scoping for SAP Cloud for Service or

Social Engagement.

● Have users add any shared e-mail accounts used for responding to tickets to Microsoft Outlook

(optional)

You can also have users set the shared e-mail account as their default, so they do not have to select it manually when replying.

● Have users download the add-in

In addition to downloading the add-in, users must enable the service scenario in the add-in settings in

Microsoft Outlook. For more details, see Installing the SAP Cloud for Customer Add-In for Microsoft Outlook®.

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What to Know Before Using Microsoft Outlook

● If this feature is enabled, when an agent responds via e-mail to a ticket from the agent workspace, a new window from Microsoft Outlook opens.

● Users will have to download and install the add-in for Microsoft Outlook.

● Users will need to add any shared e-mail accounts used for responding to tickets to Microsoft Outlook, and will need to use the correct account when responding to a ticket. Users should maintain the ticket number in the subject line so that the e-mail is associated with the ticket as an interaction.

● If you enable this feature, service agents will still be able to respond to tickets without using Microsoft Outlook by unchecking the

Use Microsoft Outlook

option in the agent workspace. Once you turn on this feature in scoping, this box will be checked by default for e-mail tickets.

● Once users enable the service scenario of the add-in in the Microsoft Outlook settings, a few features not relevant for service will be disabled, such as saving e-mails as an activity in SAP Cloud for Customer.

Note

When the service scenario is enabled, e-mails sent from Microsoft Outlook are not regarded in SAP Cloud for Customer as activities. Instead, they are responses to a ticket.

6.4.10.5 Adding a Facebook Social Media Channel

Configure Facebook accounts as communication channels to support your service organization. Channels can be configured to create tickets and route them to service agents.

In order for the system to retrieve messages from a Facebook page and to enable agents to post responses back to that page, you must set up a social media channel for the Facebook page. Once you have connected your channel, you must also create and schedule the import run for message extraction. And finally, you must define the routing rules for the channel so that tickets get assigned to the right teams or agents.

To view or edit existing Facebook channels, click on the channel ID in the list to view the details screen.

● You have a Facebook account and developer access to that account.

● You have created a Facebook app for use with your page(s).

Example

You must set up a Facebook app for use with SAP Cloud for Customer. The app is used to access the various pages you want to monitor and to extract posts. By using one or more apps, most rate limit errors are avoided. The following is an example of the steps you can follow to create a Facebook app (texts and field labels may be different).

For more information, refer to Facebook developer documentation.

1. Log on to your Facebook developer page.

2. Go to the apps tab.

3. Create a new app.

4. Enter a valid app name and continue.

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5. Enter the following basic information:

○

Display Name

: the name that will appear whenever agents respond to a ticket from the channels using the app (for example, “2 hours ago via <display name>”).

○

App Domains

: enter

ondemand.com

○

Sandbox Mode

: when you are ready to use the app with a channel, this must be disabled

6. Select

Website with Facebook Login

as the way your app integrates to Facebook.

7. Enter the site URL:

http://ondemand.com

.

8. Under

Settings

, set the Status of your app to: available to the general public.

Once you have created the app and saved your settings, you need to note the

App ID

and the

App Secret

as you'll need to enter these values in SAP Cloud for Customer when creating Facebook channels.

● If you want to support Facebook direct messaging, then you must enable the

Facebook Direct Message

Integration

scoping element in your solution.

● If you want to support nested Facebook comments, you must enable nested comments on your company's

Facebook page.

You must also enable the

Facebook response to comments

scoping element in your solution.

Go to

Administrator Service and Social Settings

then under

Social Media

, choose

Social Media Channels

and click

New

.

1. Select the

Channel Type

, in this case,

Facebook

.

2. Define the

Advanced Settings

:

○ Enter the

App ID

and

App Secret

for the Facebook app you want to use with the channel.

You can find these values on your Facebook developers' page.

○ Select a date and time for the initial import run.

The initial import is the first import of messages from a channel. This setting indicates a specific date and time from which messages should be imported once an import run has been scheduled for the channel.

This allows you to front load the system with, for example, all messages from the last 30 days.

3. Click

Connect with Channel

.

The Facebook login page will open in a new browser window.

Log on to Facebook. If the site asks you to allow access to your app, allow it.

Once you see the message that your account has been authenticated, you can close the window and return to the system.

4. Set up the channel.

Click

Get Account Details

.

Select a page to configure and complete the following column fields in the table:

Table 104:

Column Description

Select for Monitoring This enables inbound messages.

Caution

You must select this in order to enable the system to receive inbound messages from Facebook.

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Column

Block Responses

Channel ID

Description

This disables outbound messages from the system to the Facebook page.

You should select this option if you are just testing a page to avoid any inadvertent responses or broadcast messages.

You can define the channel ID in a way that is meaningful to you. For example, all

Facebook channels may have a similar naming convention.

Caution

This is the only chance you have to define the channel ID. After you save your en­ tries, the field switches to read-only and can no longer be edited.

Channel

Language

This will be the display name throughout the system for the channel. For example, in the ticket or customer details.

It is automatically populated with the Facebook account name associated with the channel and cannot be edited.

Select the native language of the channel.

Note

This language setting is used for text analysis to extract keywords and senti­ ments.

It does not mean that messages posted in other languages to this channel will not be retrieved though text analysis will still be performed in the native language of the channel so keyword and sentiment results may vary.

If no language is selected, text analysis is performed for English.

5. Save your entries.

The Facebook page is now set up as a social media channel in the system and can be selected from the list of available channels when creating a social media message import run.

● Create and schedule a social media message import run for the channel.

● Create a routing rule for the channel.

6.4.10.6 Adding a Twitter Social Media Channel

Configure Twitter handles as communication channels to support your service organization. Channels can be configured to create tickets and route them to service agents.

In order for the system to retrieve messages from and enable agents to respond via a Twitter handle, you must set up a social media channel for that handle. Once you have connected your channel, you must also create and schedule the import run for message extraction. And finally, you must define the routing rules for the channel so that tickets get assigned to the right teams or agents.

To view or edit existing Twitter channels, click on the channel ID in the list to view the details screen.

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You have the logon information for the Twitter handle.

● You have a Twitter account and developer access to that account.

● You have created a Twitter application for use with your handle(s).

Example

You must set up a Twitter application for use with SAP Cloud for Customer. The application is used to access your Twitter account and to extract Tweets. By using one or more applications, most rate limit errors are avoided. The following is an example of the steps you can follow to create a Twitter application

(texts and field labels may be different).

For more information, see the Twitter developer documentation http://dev.twitter.com/docs.

1. Log on to your Twitter developer page (http://dev.twitter.com).

2. Go to your applications page.

3. Create a new application.

4. Complete the application details and save your entries.

For both the

Website

and the

Callback URL

, you should enter your SAP Cloud for Customer tenant URL

(http://<your tenant>.ondemand.com)

Once you have created the application and saved your settings, you need to note the

Consumer key

and

Consumer secret

as you'll need to enter these values in SAP Cloud for Customer when creating Twitter channels.

Go to

Administrator Service and Social Settings

then under

Social Media

, choose

Social Media Channels

and click

New

.

1. Select the

Channel Type

, in this case,

Twitter

.

2. Define the

Advanced Settings

.

Enter the

Consumer Key

and

Consumer Secret

for the Twitter application you want to use with the channel.

You can find these values on your Twitter developers page (http://dev.twitter.com/apps).

3. Click

Connect with Channel

.

The Twitter logon page will open in a new browser window.

Log on to your Twitter account and authorize the application.

Once you see the message that your account has been authenticated, you can close the window and return to the system

4. Set up the channel.

Click

Get Account Details

.

Complete the following channel settings:

Table 105:

Setting Description

ID You can define the channel ID in a way that is meaningful to you. For example, all

Twitter channels may have a similar naming convention.

Caution

This is the only chance you have to define the channel ID. After you save your en­ tries, the field switches to read-only and can no longer be edited.

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Setting

Channel

Language

Description

This will be the display name throughout the system for the channel. For example, in the message or customer account details.

It is automatically populated with the Twitter account name associated with the channel and cannot be edited.

Select the native language of the channel.

Note

This language setting is used for text analysis to extract keywords and sentiment.

Messages posted in other languages to this channel will still be retrieved, but text analysis will be performed in the native language of the channel so keyword and sentiment results may vary.

Block Responses

Twitter Account for Responses

If no language is selected, text analysis is performed for English.

This disables outbound messages from the system to the Twitter handle.

You should select this option if you are just testing a page to avoid any inadvertent responses or broadcast messages.

This allows you to add a separate response handle to the channel—so that re­ sponses sent by agents come from a different account than the one used to retrieve the original customer message. This essentially allows you to define one account as your primary response handle by setting the same response account for several, or all of, your Twitter channels.

Prerequisites: You have created a channel for the Twitter account you plan to use as the response handle.

5. Save your entries.

The Twitter handle is now set up as a social media channel in the system and can be selected from the list of available channels when creating a social media message import run.

● Create and schedule a social media message import run for the channel.

Creating or Editing a Social Media Message Import Run [page 503]

● Create a routing rule for the channel.

Defining Rules for Ticket Routing [page 467]

6.4.10.7 Adding an SAP Social Media Analytics Channel

Set up social media channels to pull in content from SAP Social Media Analytics by NetBase and create one of two ticket types: tickets for Twitter content, and tickets for all other types of content.

You can set up social media channels to pull in your content from SAP Social Media Analytics by NetBase and create one of two types of tickets: those based on Twitter content, and those based on all other types of content.

● You have created at least one Twitter channel

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Your Twitter channel is used to retrieve and respond to tweets identified via your SAP Social Media Analytics channel.

● You have an SAP Social Media Analytics by NetBase account

● You have set up a topic on your SAP Social Media Analytics account

● You have set up a mashup web service for SAP Social Media Analytics for that topic.

Note

Each channel you set up using SAP Social Media Analytics, is connected to only one SAP Social Media

Analytics web service.

Each SAP Social Media Analytics web service is in turn set up for just one SAP Social Media Analytics topic.

So if you have three topics defined on SAP Social Media Analytics, you need to set up three separate web services and three separate social media channels.

The Twitter channels used for retrieving and responding to the messages captured via SAP Social Media

Analytics can be the same however.

Result

SAP Social Media Analytics channels produce two types of tickets:

● Twitter tickets

Twitter tickets are created when the channel identifies and retrieves a relevant tweet. If the customer identified via Twitter already exists in the system, the ticket is associated with that customer. If not, a new individual customer record is created along with the ticket.

● SAP Social Media Analytics tickets

All other content identified by the channel, for example blog posts or shopping reviews, are created as SAP

Social Media Analytics tickets. These tickets have no customer records associated with them but agents can manually assign a customer.

● Create and schedule a social media message import run for the channel.

● Create a routing rule for the channel.

6.4.10.8 Creating a Custom Channel Type

Communicate with external systems for the purpose of generating service tickets by creating a custom channel type.

Overview

To create a custom channel, proceed as follows:

1. Go to

Business Configuration Implementation Projects

.

2. Select the project for which you want to create the channel type.

3. Select

Open Activity List

.

4. Select

Fine-Tune

and then

All Activities

in

Show

.

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5. Select

Create or Delete Custom Channel Type

, then select

Add to Project

.

6. Click

Create or Delete Custom Channel Type

to open the channel.

7. Click

Add

.

Enter the channel type code and the name of the channel.

8. Save your selections.

6.4.10.9 Adding a Custom Channel

Set up a custom channel in order for the system to retrieve messages from and enable agents to respond via a custom channel type.

To set up a custom channel, choose

Administrator Service and Social Settings Social Media Channels

.

You need the ID of the mashup Web service you have previously created to respond to a custom channel.

Tasks

Creating a New Channel

1. Navigate to

Administrator Service and Social Settings Social Media Channels

.

2. Click

New

.

3. For

Channel Type

, select the channel name that you previously created.

4. Enter the mashup Web service ID that you have created for the response.

5. Enter your

Channel ID

,

Channel Name

, and

Language

. You can choose to set the channel to

Listen Only

mode while you are setting up the system.

Tip

Listen Only Mode

disables outbound messages from the system to the custom channel. You should select this option if you are testing a page to avoid any inadvertent responses or broadcast messages.

6. Save your options.

6.4.10.10 Configuring a Custom Channel

Configure your SAP Cloud for Customer system to communicate with any channel.

To enable your system to send response messages to an external system, the external system should expose a

Web service. The Web service should accept the content type Form and parameter name = “content”. The parameter content contains the JSON string which has the response message. The JSON string appears in the following format:

This parameter will contain a

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{

"original_id": “<Identifier from social media channel e.g. Bazaar Voice (String)>”

"sma_id": “<Unique ID for service request from SAP Cloud for Service, if one exists (String)>”

"service_req_no": “<Unique ID for service request from SAP Cloud for Service, if one exists(String)>”

"text": “<Text of the message/comment/SMA*(String)>”

"sma_create_datetime": “<Date Time at which media message was created (UTC String)>”

"private_ind": “<Indicator that social media activity is posted privately(String – “true”/”false”)>”

“author_name”: “<Agent’s Name(String)>”

"author_email": “<Agent’s Email(String)>”

}

The elements of the protocol are explained in the following table:

Table 106: original_id Original Identifier from social media channel (from Generic

Channel e.g. Bazaar Voice) sma_id service_req_no

Text sma_create_datetime private_ind author_name author_email

Social media activity (Internal ID from SAP Cloud for Social

Engagement or SAP Cloud for Service) Identifier.

Unique ID for service request from Service Request (original internal ticket ID from SAP Cloud for Social Engagement or

SAP Cloud for Service)

Social media message text

Point in time at which social media message was created in the social media channel (UTC)

Indicator that social media activity is posted privately

Name of the agent who composed the response

Email of the agent who composed the response

Example

Content Type = 'application/x-www-form-urlencoded' Post parameter name = ‘content’

Content =

{"original_id":"083020120506","sma_id":"12942","service_req_no":"8789","author_name":"","author_email":""

,"sma_create_datetime":"2012-10-09T22:55:30Z","private_ind":"FALSE","text":"tests49"}

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Tasks

Create a Communication System

1. Choose

Administrator General Settings Integration Communication Systems

.

2. Click

New

.

3. Enter the hostname.

4. For the System Access Type, choose

Internet

.

5. Save your entries and activate the communication system. Select

Actions Set to Active

.

Create a Communication Arrangement

1. Go to

Administrator General Settings

then under

Integration

, click

Communication Arrangements

.

2. Click

New

.

3. For the communication scenario, select

Customer Service Portal Integration

. Click

Next

.

4. Select the

System Instance ID

of the communication system you created for your customer service portal.

Click

Next

.

5. For

Authentication Method

,

User ID and Password

is the recommended option.

6. Click

Edit Credentials

and enter the user and password information for the Web site. Click

Next.

7. A check for completeness is recommended.

8. Click

Finish

. The communication arrangement is saved and activated.

Information for Your Customer Service Portal Partner

If you partner with another provider, you need to provide them with the information they need to consume the services related to chat and ticket integration.

1. From the

Communications Arrangements

screen, click on the communication scenario you created for your customer service portal.

2. In the list of

Inbound Communication Services

, select a service and click

Download WSDL

. Additionally, if

Display Documentation

is active, you can review the technical documentation associated with the service.

3. Continue downloading the WSDL for each service in the list and provide the complete set to your customer service portal partner.

Follow-On Tasks

Setting up a Mashup Web Service for a Custom Channel [page 498]

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6.4.10.11 Configuring Sprinklr Integration

Configure Sprinklr Integration to enable ticket creation from Instagram (additional social sites coming soon!).

Prerequisites

Before you can set up a custom channel for Instagram messages via Sprinkler Integration, you must first create a

Sprinklr developer account and complete the following tasks on the Sprinklr website. Find more information in the online help at sprinklr.com.

● Set up an Instagram channel

● Install SAP Cloud for Customer Integration from the Marketplace

● Create and configure a callback application for SAP Cloud for Customer

● Make a note of the API Key and Secret provided when you register the application

Context

Once you have completed the Sprinklr set-up tasks, do the following steps in SAP Cloud for Customer:

Procedure

1. Go to

Business Configuration Implementation Projects

.

2. Select your implementation project and choose

Open Activity List

.

3. Select the

Fine-Tune

tab, and from the Activity List, choose

Create or Delete Custom Channel Type

.

4. Add a custom channel type for Instagram, then choose

Save and Close

.

5. Go to

Administration Service and Social Social Media Social Media Channels

.

6. Choose

New

to create a new channel.

7. Enter Instagram as the channel type.

8. Select the

Sprinklr Relevant

option.

9. Enter the Consumer Key and the Consumer Secret provided by Sprinklr.

10. Choose Connect with Channel.

11. Log on with your SAP Cloud for Customer account and complete the authentication process.

12. Choose

Get Accounts

, then select the Instagram page or pages you wish to add to this channel.

13. Choose

Save and Close

when finished.

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6.4.10.12 Setting up a Mashup Web Service for a Custom

Channel

Create a mashup web service in order to respond to a custom channel .

Example

Each channel you set up using SAP Social Media Analytics is connected to only one SAP Social Media Analytics topic. Each SAP Social Media Analytics topic also needs a separate Web service. For example, if you have three topics defined on SAP Social Media Analytics that you want to use to monitor your custom channel, you need to set up three separate Web services and three separate social media channels.

The custom channel used for responding to the messages captured via SAP Social Media Analytics can be the same.

For more information on setting up Twitter social media channels using SAP Social Media Analytics, see Adding an SAP Social Media Analytics Social Media Channel.

• You have set up the channel type

• You have a Web service URL that accepts the standard response JSON interface.

Tasks

Creating the Mashup Web Service

1. Choose

Administrator Business Flexibility Mashup Web Services

.

2. Click

New

. The recommended service to select is the

REST Service

.

Note

A

SOAP

service can be used, but the

REST

service is recommended.

3. Enter the required information as follows:

○ Enter the Service Name

○ Choose an Authentication Method based on your needs. Fields for user name and password will appear.

○ Enter the user name and password for your service.

○ For Service Protocol, choose XML.

○ For HTTP Method, choose POST.

○ Enter the URL from the Web service that you have setup.

4. In the Input Parameters section, add rows to the table for each parameter defined for your channel.

5. Save your entries.

Note

The

Service ID

for the newly created Web service must be entered manually when creating the associated custom channel. For more information, see Adding an SAP Social Media Analytics Social Media Channel.

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Follow On Tasks

Adding A Custom Channel Type [page 494]

6.4.11 Enabling Social Media Features

Expose the hidden social media features available in your solution.

Your SAP Cloud for Social Engagement solution is delivered with the social media features available but hidden.

As an administrator, you need to enable the social media features of the solution using

Adaptation Mode

.

1. To enter adaptation mode click

Adapt

, then choose

Enter Adaptation Mode

.

2. Navigate to each of the screens listed below and make the screen edits indicated for each.

1. When you're on the screen you want to edit, click

Adapt

, then choose

Edit Screen

.

2. Add or remove elements on the

Screen Layout

tab.

3. Save your changes.

You can test your changes before publishing.

4. When you're finished with your changes you can publish them to make them visible to all users.

Table 107: Screens to Edit for Enabling Social Media Features

Screen Navigation Edits Notes

Service and Social

Settings

Administrator Service and Social Settings

Under

Sections

, check the box for

Social Media

to make it visible.

You need to make this change be­ fore you can set up any social media channels in your system.

Individual Customers

Individual Customer

Customers

Customers

Individual

Customers Individual

Customers

then choose a customer to open the details screen

Under

Fields

, check the box for

Social Media Profile

to make that column visible in the list.

● Under

Sections

, check the box for

Social

Information

to make it visible.

With

Social Information

selected, under

Fields

, ensure the boxes are checked for

Facebook

and

Twitter

.

● Under

Sections

, select

Tabs

, then in the lower list, select

Social Media

Messages

and

Social

Profiles

.

You need to have at least one cus­ tomer record in the system before you'll be able to adapt the details screen.

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Related Information

Adapting the User Interface

6.4.12 Configuring Social Media Message Prioritization

Settings

Adjust the settings that determine the priority level of messages retrieved from social media channels.

Overview

When the system retrieves the messages posted by your customers via any of your social media channels, it automatically assigns priority based on several factors. As part of your initial system setup, you need to configure those prioritization settings. After go live, you may find it necessary to adjust your settings from time to time in order to better reflect the actual message traffic and patterns.

1. Go to

Administrator Service and Social Settings

, then under

Social Media

, click

Maintain Activity

Prioritization Settings

.

2. Enter the

Customer Message

values and the

Message Priority Range

values.

For information on the settings and how they affect prioritization, refer to the following table:

Table 108:

Value Description

Original Message Weight Defines the weight assigned to the original customer message based on the following factors:

○ The sentiment identified, via text analysis, in the customer's message.

For more information on how sentiment is assigned, see the Text Analy­ sis section below.

○ The social influence of the customer.

Note

We recommend an initial setting of 60%.

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Value

Crowd Weight

Multiplier for Major Problems

Lower Boundary for Medium Priority

Description

Defines the weight assigned to the likes and comments associated with the original message based on the following factors:

○ The number of likes and comments on the message.

○ The social influence of the people who liked or commented on the mes­ sage.

○ The sentiment identified, via text analysis, in the comments associated with the message.

For more information on how sentiment is assigned, see the Text Analy­ sis section below.

Note

We recommend an initial setting of 40%.

Defines the proportional effect on the priority score of messages that are iden­ tified, via text analysis, as major problems. The multiplier can be any whole number between 1 and 5.

For more information on how major problems are identified, see the Text

Analysis section below.

Note

We recommend an initial setting of 2.

Defines the priority score above which a message will be assigned medium pri­ ority and below which a message will be assigned low priority.

Note

We recommend an initial setting of 3.

With the other recommended initial settings, the average message will have a score of 3.

This value may need to shift over time as you see how the prioritization is effected by both your settings and the social influence of customers and those who like and comment on the messages.

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Value

Upper Boundary for Medium Priority

Description

Defines the priority score above which a message will be assigned high priority and below which a message will be assigned medium priority.

Note

We recommend an initial setting of 10.

With the other recommended initial settings, a message with a negative sentiment and either a problem indicated or a high Klout score will have a score of 10. Setting the upper boundary higher than 10 in this case would make the Klout score the main factor for calculating message priority.

This value may need to shift over time as you see how the prioritization is effected by both your settings and the social influence of customers and those who like and comment on the messages.

3. Save your entries.

Note

Only messages coming into the system after you save your settings will be prioritized based on the new settings. The priority assigned to all existing messages will remain unchanged.

Text Analysis

SAP Cloud for Customer uses the linguistic analysis and extraction features of SAP BusinessObjects Data

Services to perform text analysis on incoming customer messages. As a result, the following are identified:

● Sentiment

● Minor or Major Problem

● Keywords (such as product mentions)

The following table provides information about how sentiment is assigned according to patterns identified in a message that express customer feelings:

Table 109:

Sentiment Description

Positive A positive opinion, such as:

● Great

● Excellent

● Nice

● Fine

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Sentiment

Neutral

Negative

Description

An opinion that is neither positive nor negative, such as:

● OK

● Acceptable

A negative opinion, such as:

● Bad

● Dislike

● Hate

● Terrible

Table 110: Minor or Major Problem

Minor Problem Major Problem

An opinion describing an impediment the customer can work around, such as “useless” or “faulty”

An opinion describing an impediment the customer cannot work around, such as “broke down” or “not working”

6.4.13 Creating or Editing a Social Media Message Import Run

Create and schedule a social media message import run for each channel to extract messages from the corresponding account.

Overview

We recommend creating just one import run for each social media channel. Once you've create a channel, click on the channel ID to go to the channel details where you can create, schedule, and monitor the import run.

Prerequisites

You have created and activated the social media channel for which you plan to create an import run.

For more information see:

●

Adding a Facebook Social Media Channel [page 488]

●

Adding a Twitter Social Media Channel [page 490]

●

Adding an SAP Social Media Analytics by NetBase Social Media Channel [page 492]

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Tasks

Creating an Import Run

1. Choose the channel for which you want to create the import run by clicking the associated

Channel ID

in the list of social media channels.

Administrator Service and Social Media Settings Social Media Social Media Channels

2. Click

Create Run

.

If this option is not available, then the channel already has an import run associated with it. You can still make changes to the run by clicking the

Run ID

.

3. Enter a

Run Description

and in the table, click

Add Row

.

4. If you know the

Channel ID

, begin typing it and the system will suggest matches—select one and press

Enter

.

Otherwise, click the value help icon to choose from the list of available channels.

5. Save your entries.

Your import run is saved and set to status,

In Preparation

.

6. To activate the import run so that you can schedule it, click

Actions

, then

Activate

.

Editing an Import Run

1. Click the

Run ID

and on the run details screen, click

Edit

.

2. Make your changes to the run and save your entries.

Caution

The status is not changed when you edit an import run. So if you add a channel to an active run, for example, and that run has already been scheduled, the newly added channel will be included during the next scheduled message import.

Setting an Import Run to Obsolete

If you have a social media message import run that you no longer need or want to have available for scheduling, you cannot delete it but must instead set the status to obsolete.

Click the

Run ID

and on the run details screen, click

Actions

, then

Set to Obsolete

.

Note

Any scheduled jobs for this run will be canceled and the run can no longer be scheduled.

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Reactivating an Obsolete Import Run

1. Click on the

Run ID

and on the run details screen, click

Actions

, then

Set to In Revision

.

This sets the status to

In Revision

.

2. Click

Actions

, then

Set to Active

.

Related Information

Scheduling a Social Media Message Import Run [page 508]

Monitoring a Social Media Message Import Run [page 505]

6.4.13.1 Monitoring a Social Media Message Import Run

Review the individual job details for social media message import runs.

Overview

Once you have created and scheduled a social media message import run, you can review the individual job details for more information, for example, how many new messages were created. Also, if anything goes wrong during a specific job, the log will include messages with additional information.

Tasks

Reviewing Import Run Jobs

For each social media message import run you have scheduled, there are the jobs which have already finished and those that are still scheduled. For more information on rescheduling or cancelling scheduled jobs, see

Scheduling a Social Media Message Import Run [page 508]

.

1. Choose the channel for which you want to review the import run jobs by clicking the associated

Channel ID

in the list of social media channels.

Administrator Service and Social Settings Social Media Social Media Channels

.

2. Click

View Job

.

3. In the list filter, select

Run Jobs

from the drop down menu.

All finished or running jobs for the import run are displayed in the table along with their start and end dates and times as well as a brief description of any errors that may have occurred.

4. To look at the technical details of a job, select the table row for that job and click

View Job Log

.

For more details, for example if an error occurred during the import or how many new messages were created, review the execution logs for the import run.

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Reviewing Import Run Execution Logs

The execution logs contain detailed information about each of the jobs finished for a specific import run. For example, if an error occurred during message import or if the import was successful, how many new messages were created or updated with comments.

1. You can quickly review the latest execution logs for each social media channel directly from the list of channels.

2. Select the table row for the channel you want to review.

The table below the list will show the last 5 logs for the import run for that channel.

3. You can also review the execution logs for an import run from the channel details screen.

4. Click the

Application Log ID

of the job you want to review.

The detail view of the log opens.

Table 111: Log Details

Tab Description

General

Settings

Displays summary and administrative data for the job.

Displays settings, if any are defined.

Results Displays the detailed results of the job execution, for example how many new messages were created or how many messages were updated with comments, as well as any error messages.

Troubleshooting

If errors occur during the execution of a social media message import run, the execution log details will include the associated error messages on the

Results

tab. In some cases, the errors are specific enough to provide you with information on what may have gone wrong so that you can make corrections. In other cases, the errors are too broad or are just unknown, for example an error occurs on the social media provider side and little or no information is passed to your SAP solution on what may have gone wrong. The table below describes some of the more common errors you may experience and information on what you can check in the system.

If an error occurs that you cannot correct, report an incident for support.

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Table 112: Import Run Execution Errors

Error Message

An error occurred for social media activity provider:

Note

Several variations of this message may occur.

Exception during adaptor communication with social media channels

Message prioritization failed

Processing of user profile information failed

Unable to fetch Klout score

An error occurred during text analysis

More Information

Check the social media channel indicated to make sure it has been configured properly.

For information on setting up a Facebook channel, see

Adding a Facebook Social Media Channel [page 488] .

For information on setting up a Twitter channel, see Adding a

Twitter Social Media Channel [page 490] .

For information on setting up an SAP Social Media Analytics by NetBase channel, see

Adding an SAP Social Media Analyt­ ics Channel [page 492] .

There may have been an interruption in the communication between the solution and the social media provider.

● Try rescheduling the job to see if the exception is cleared.

For more information, see Scheduling a Social Media

Message Import Run [page 508]

.

● Check the social media channels included in the import run to make sure they have been configured properly.

Check that the message prioritization settings have been maintained.

For more information, see

Configuring Social Media Message

Prioritization Settings [page 500] .

The user profile information was not retrieved from the social media provider. This may be due to a temporary communica­ tion issue with the social media provider.

Try rescheduling the job to see if the exception is cleared.

This may be due to a temporary communication issue with

Klout.

Try rescheduling the job to see if the exception is cleared.

There may be an issue with the configuration of the integrated text analysis service.

Try rescheduling the job to see if the exception is cleared be­ fore contacting support.

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6.4.13.2 Scheduling a Social Media Message Import Run

Schedule a social media message import job to retrieve messages from the associated channel.

Overview

Once you have created a social media message import run, you need to schedule it to retrieve the messages from the associated channel. Once you have set up a schedule for an import run, each instance of that run is an individual job that you can review, cancel or reschedule.

Prerequisites

The import run is active.

Tasks

Scheduling an Import Run

1. Choose the channel for which you want to schedule the import run by clicking the associated

Channel ID

in the list of social media channels.

Administrator Service and Social Settings Social Media Social Media Channels

2. Click

Schedule

.

3. Select one of the scheduling options described in the table below and save your entries.

Table 113:

Schedule Description

Start Immediately

Run After Job

This option will run the import job immediately and only once.

This option will run the import job after the designated job each time that job is run.

If you know the

Run ID

of the job you want your import job to run after, begin typing it and the system will suggest matches—select one and press

Enter

. Alternatively, click the value help icon to choose from the list of available jobs.

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Schedule

Single Run

Recurrence

Description

This option will run the import job exactly once on the speci­ fied date and time.

This option will run the import job on a regular schedule based on the specified parameters.

Note

○ In order to reduce system load, import jobs for a single import run should not be scheduled to run any less than every five minutes.

○ To avoid possible issues with duplicate user IDs, multiple import runs on the same channel type, such as Facebook or Twitter, should be staggered several minutes apart.

Rescheduling or Canceling an Import Run Job

1. From the channel details, click

View Jobs

.

2. Ensure the list is filtered to show the

Scheduled Jobs

for this run.

These are the import run jobs that are scheduled to take place in the future. The other filter,

Run Jobs

, are the import run jobs that have already taken place.

3. To reschedule a job, click

Reschedule

.

Specify the scheduling options and save your entries.

4. To cancel a job, click

Cancel Job

.

6.4.14 Adapting Support Portal Screens

Adapt SAP Cloud for Customer screens in order to customize your support portal site.

If your solution includes integration with the SAP HANA Cloud Portal, Support Site Edition, the widgets used to display and enter ticket data pull their fields and labels from your SAP Cloud for Customer solution. So in order to change the labels or add or remove certain fields from a screen or form displayed on the support portal, you need to enter adaptation mode and make the changes to the associated portal screens in SAP Cloud for Customer.

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Before You Get Started

About the Support Portal

The SAP HANA Cloud Portal, Support Site Edition comes with a reference site that you can either work with directly or copy to create new sites which you can then customize, for example with your own branding or additional pages and widgets.

Caution

While you may change the name of the pages, it is important that you do not change the page alias for any of the standard support portal widgets.

The home page of the support portal reference site includes the following query tiles:

●

Open Tickets

A list of a user's new and in process tickets

●

Need Confirmation

A list of a user's tickets that need to be confirmed by the user

●

High Priority

A list of a user's high priority, unsolved tickets

●

No Recent Updates

A list of a user's unsolved tickets with no agent activity for the last 7 days

●

All Tickets

A list of all tickets a user created via the portal (new, in process, and completed)

●

Create New Ticket

A form allowing portal users to enter data and create new tickets

Prerequisites

SAP Cloud Services has set up and configured the integration between your SAP Cloud for Customer system and the SAP HANA Cloud Portal, Support Site Edition, a separately licensed solution.

For information on integrating your SAP Cloud for Customer system with SAP HANA Cloud Portal, Support Site

Edition, contact your SAP Cloud Services representative.

Tasks

Exposing Portal Adaptation

The screens you need to access for portal administration are hidden by default so you need to personalize your

Service and Social Settings

view of the

Administrator

tab.

1. Go to

Administrator Service and Social Settings

.

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2. Click

Personalize

, then choose

This Screen

.

3. Under

Sections

, select

Portal Configuration

.

4. Save your changes and close the personalization pane.

Adapting Screens

1. Go to

Administrator Service and Social Settings Portal Queue

.

2. Click

Adapt

, then choose

Enter Adaptation Mode

.

3. Navigate to the screen you want to work with and then click

Adapt Edit Screen

.

The adaptation pane opens where you can select, deselect, reorder, and add screen elements.

4. To add extension fields to support portal widgets, open the

Extension Fields

section.

You can create new fields or use existing extension fields.

1. To create a new field, click

Add

.

Note

○ Extension fields are supported for the support portal widgets with the exception of

Quantity

and

Amount

○ All dates displayed in the support portal widgets are in UTC format

○ All number fields displayed in the support portal widgets use a period decimal separator

2. To add an existing field, select the

Visible

check box.

3. For each extension field you want to make visible on the support portal widgets, select the field in the list and review the field details displayed at the bottom of the pane.

4. Click

Further Usage

and go to the

Services

tab.

5. Select the following services and click

Add Field

:

○ Manage Service Request — General Information

○ Manage tickets

5. Save your changes and review them before publishing them.

Once you publish your changes, the screens and forms displayed by the support portal widgets will reflect your adaptations.

Table 114:

Adaptations to this screen...

...are reflected in this Support Portal widget

Portal Queue Tickets

Historical Tickets

Note

In order to allow your customers' portal site administrators to see the e-mail address of the contact who created each ticket, you need to make the

E-Mail

field visible in the

Portal Queue

screen.

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Adaptations to this screen...

...are reflected in this Support Portal widget

New Ticket

From the list of tickets, click

New

to open the quick create. Then click to open the adapta­ tion pane for the quick create form.

Create Ticket

Ticket Details Ticket Detail

From the list of tickets, click a ticket ID to open the ticket details screen.

A detailed view of a ticket

6.4.15 Enabling Partner Support via Support Portal

Provide service partners access to your support portal site so that they can create tickets for themselves or on behalf of customers they represent.

Prerequisites

You have enabled partners as part of your solution scope.

Creating Partner Contacts

When creating your partner contacts, ensure that you have entered a valid e-mail address, since this will be used for support portal access.

Assigning Partner Contacts to Accounts

By assigning partner contacts to accounts, you allow your partners to select a customer when creating a ticket via the support portal. If a partner contact is not assigned to any accounts, she can only create a ticket on her own behalf.

1. Open the account details for the account to which you want to assign a partner contact.

2. Go to

Account Team

and click

Add

.

3. Add each partner contact, making sure to assign the

Partner Contact

party role to each.

Once your partners are set up in your solution, you can provide them with users on the support portal. For information related to administration of the portal itself, refer to the SAP HANA Cloud Portal Documentation .

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7 Configuring Organizational Structures

Set up the structure of your organization in the system, including business organizations and sub-units. The organizational structure establishes reporting lines and allows automatic work distribution.

Setting up an organizational structure enables automated routing of work such as opportunities, sales quotes, and service requests. The organizational structure is comprised of units and provides a unified representation of your company’s organizational data.

● Decide whether you want to distribute work based on your company’s structure.

● Decide whether you want to control data access based on sales data .

● Decide how you want to organize your employee records, accounts, price master data or products.

● You have gathered all data relevant for organizational management, such as the managerial, and functional data of your enterprise

Use your existing organizational structure plan as a basis for creating the org structure in the system. When you start creating the structure, we recommend that you build from the top down; that is, start with companies and then add the sales organizations or departments, including your sales and service teams.

Tip

When editing your org structure, always enter the valid-from date for your changes.

Important tasks

Navigation

This document describes how to access these features from the

Administrator

tab. If you are accessing the features described here from the

(Beta) Administration

tab, or an alternate point, the menu paths may differ.

Caution

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

Table 115:

Scoping [page 125]

Organization Structures

Communication and Information Exchange Integration with External Applications and Solutions Organization

Structures

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Note

Scoping question only required if synchronizing organizational structures from an external system.

Create Your Org Structure

Under

Administrator General Settings Company Org Structures

, you establish your organizational structure as a prerequisite to going live. This is also where you maintain and update your organizational structure.

As you set up your org structure, we recommend that you observe the following principles:

● The uppermost node of your org structure should be an org unit defined with the

Company

function.

Tip

You have to create and open the org unit details before you can select the

Company

function.

● The node that you create directly below the

Company

node should be either a

Sales Organization

, or a

Service

Organization

. If your company uses both the sales and service functions of the solution, then your org structure will have both types of nodes below the company.

Tip

Because a sales organization is required to process all corresponding sales documents (for example, leads, opportunities, and so on), and a service organization is required to process service requests, we recommend that you define only one sales organization and one service organization per org structure.

● The nodes that you create below the

Sales Organization

node must be

Sales Units

, and the nodes that you create below the

Service Organization

node must be

Service Units

.

Tip

Within the org structure, multiple levels of sales or service units may be defined. Service units represent the service organization and teams that process service requests. Sales units represent the sales departments or offices where sales documents are initiated. Nodes for

Sales Units

, or

Service Units

can be defined below the

Sales Organization

, or

Sales Organization

node, or below the nodes of other sales or service units.

● When editing your org structure, always enter the valid-from date for your changes. There is no need to explicitly activate the organizational units; they are active based on their validity period.

Caution

During maintenance of the org structure, always set the validity of org units within the validity period of the parent org unit.

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Creating an Org Unit

1. Select

Administrator General Settings Company Org Structures

.

2. Create a new org unit by choosing

New Org Unit

.

To create a new sub-org unit, select the parent org unit in the list and then choose

New Sub Org Unit

or enter the

Parent Unit

in the form.

3. Enter the

Valid From

date (today's date, or a future, fixed date) and the

Valid To

date.

4. Enter the address details for the unit.

5. Select the appropriate functions for the unit.

Description Function

Sales

Sales Organization

The

Sales

function indicates that the org unit is responsible for the processing of documents, such as opportunities or sales quotes.

In sales reporting, sales data is aggregated at the sales unit level. The sales organization is a specific type of sales unit, which is used to head complete areas, regions, or countries.

Relevance

Select this function if employees assigned to this org unit will perform tasks in the areas described above or if sales data is to be aggregated at the level of this org unit.

The

Sales Organization

function indicates that the org unit represents the top level of a sales hierarchy.

[other]

Example

For your domestic sales, you create a sales hierarchy and define the top level org unit as a sales organization. Then below that org unit, you add additional units, defined as sales units, that represent regional sales groups and sales departments.

Service

The sales organization is also used for defining sales data in master data.

○ Sales data in the product and account master can be defined in relation to the sales organization in combination with the distribution channel and division.

○ Internal price lists can be defined based on the sales organization and distribution channels.

○ The combination of the sales organization, distribution channel, and division is also included in sales documents, such as sales orders or service orders.

Relevance

Select this function if the org unit represents the top unit of a sales hierarchy. All salesrelevant master data and pricing must include a sales organization.

The

Service

function indicates that the org unit is responsible for the management, monitoring, and execution of services, such as the handling of product inquiries, providing recommendations, and pre- and post- sales support. Customer service can be provided by a service desk or by field or in-house service teams.

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Function

Service Organization

Marketing

Company

Reporting Line

Sales Office

Sales Group

Description

Relevance

Select this function if employees assigned to this org unit will perform tasks in the areas described above.

The

Service Organization

function indicates that the org unit represents the overall organization responsible for customer service. Below the service organization, you can define individual service units to represent the various service and support teams and departments within the service organization.

Tip

If the services provided are sold to your customers, you will also need to define a sales organization.

Relevance

Select this function if the org unit represents a fixed entity for service reporting that can be referenced by all service documents.

The

Marketing

function indicates that the org unit is responsible for target group and campaign management, capturing campaign responses, market and competitor information, and lead generation.

Relevance

Select this function if employees assigned to this org unit will perform tasks in the areas described above.

In the context of organizational management, a

Company

represents an org unit that is financially and legally independent, that is not tied to a geographical location, and could be registered under business law.

Each org structure must contain at least one org unit that is defined as a company. Saving the org unit as a company automatically creates an associated business partner which is used in the context of seller party or output form determinations.

You set the default currency for the organization within the company org unit.

The

Reporting Line

function defines the org unit as part of a reporting line. The manager assigned to this org unit is considered the reporting line manager for workflows. By not selecting this function, the assigned manager is treated as a functional manager for workflows.

If your solution is integrated with SAP ERP, use the

Sales Office

function to identify org units as sales offices. This function is delivered hidden and needs to be added via personalization or adaptation.

If your solution is integrated with SAP ERP, use the

Sales Group

function to identify org units as sales groups. This function is delivered hidden and needs to be added via personalization or adaptation.

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6. Save your entries.

7. To select the

Company

function for the org unit, open the unit details and make your selection under

Functions

.

Tip

You can also add the

Company

function to the quick create dialog via adaptation or personalization if you plan to use it more frequently.

It's important to note that saving an org unit defined with the

Company

function will automatically create an account (business partner) in your system that can be used for internal

Adding Employees and Managers to Org Units

As an administrator, you can identify an employee as a manager by defining that employee as the manager of an org unit. The manager of an org unit enjoys unique access privileges, and can access the data of his or her subordinates.

Note

An employee can be assigned to only one org unit. A manager can be assigned to multiple org units.

But before you can assign an employee as the manager of an org unit, that employee must first be assigned, as an employee, to only one org unit. Typically you would do this when creating the employee in the system. The employee master record of a manager will always show the org unit to which the manager is assigned as an employee.

If you cannot assign the manager, ensure that the appropriate org unit and job definition are assigned to the his or her employee.

Prerequisites

The employees you want to assign to the org unit have been created in the system.

Alternatively, you can assign employees to org units when you create the employee data in the system.

1. From the

Org Structures

screen, select the relevant org unit from the list.

2. On the

Employees

tab, click

Add

to assign employees on the

Employees

view or a manager on the

Managers

view to the org unit.

3. Select the employee or manager you want to assign to the org unit and click

OK

.

The validity dates are derived from the org unit itself, but you can adjust them.

4. For employees:

○ To assign a job definition to the employee, select the employee in the list and click

Edit

in the

Job

column.

5. For managers:

○ If the manager is in the reporting line, then on the

Functions

tab for the unit, select

Reporting Line Unit

.

○ Otherwise the manager is considered functional.

○ Both reporting line and functional managers are used for determining relevance for approvals and other workflows.

6. Save your entries.

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Deleting Org Units

As an administrator, you can also remove org units from your hierarchy.

The simplest way is to just change the validity period so that the org unit is expired. You can also delete org units, starting with the lowest in the hierarchy.

1. Select the relevant, lowest level org unit from the list.

2. Choose

Delete

.

They system will run a check and present any conflicts or business objects connected to the org unit in the confirmation dialog. If the org unit has any subordinate units, you cannot delete it.

3. If all checks are clear and you still wish to delete the org unit, confirm the action by choosing

Delete

.

A timestamp will replace the org unit ID in any connected business objects.

Tip

If referenced data does already exist, we recommend you rename the org unit prior to deleting it so that you can more easily identify it within your business objects.

Related Information

Configuring Job Definitions [page 302]

Configuring Employees [page 306]

7.1 VIDEO: Setting Up Service Teams

For Administrators: find out how to set up service teams.

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Configuring Organizational Structures

8 User Management

Through a combination of employee records, business users, business roles, and access restrictions, you can customize and control users' access to your solution.

Employees and Business Users

You create employee records manually or import employees using the migration template. The system generates a business user for every employee you create in the solution. You can edit the business user to assign access rights, and business roles.

The business user allows you to control which work centers and views a user can access in the solution and the employee record lets you manage which data a user interacts with in the solution through the use of organizational structures, team assignments, and workflow rules.

Business Roles

To help standardize system access, you can create business roles. These enable you to predefine access rights in the form of a template, so that you can assign them to multiple business users, who perform similar business tasks.

Access Restrictions

You have the ability to grant and restrict authorizations for most work center views. Typically, this is done at the business role level so that you can set the restrictions once and apply them to multiple users. Authorizations for certain views can be restricted either to employees or territories associated with the specific item in a view, or via assignment of the employee to an organizational unit.

Access contexts bundle context-specific restriction rules that are assigned to various work center views and you can choose on the business role level which restriction rule shall be used for which view.

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●

Recommended Business Roles and Work Center Assignments for SAP Cloud for Customer [page 529]

●

Configuring Organizational Structures [page 513]

●

Restrict Access to Work Centers, Views, or Fields [page 556]

●

Administrator Adaptation Quick Guide (HTML5) [page 580]

●

Business Users Quick Guide [page 520]

●

Configuring Business Roles [page 49]

●

Configuring Employees [page 306]

●

Restrict Access to Work Centers, Views, or Fields [page 556]

●

Restrict Access to Work Centers, Views, or Fields [page 556]

●

Administrator Adaptation Quick Guide (HTML5) [page 580]

●

Configuring Code List Restrictions [page 571]

8.1 Business Users Quick Guide

The

Business Users

view allows you to manage users and assign access rights.

Tasks

Search for Business Users

You can search for business users using employee details with the

Advanced

search option. New fields such as ,

First Name

,

Last Name

,

Company ID

, and so on allow you to specifically search for a particular employee.

1. In the

Business Users

subview, select

Advanced

.

2. Enter relevant details in all or any one of the fields.

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3. Click

Go

to view the search results.

Unlock Password

1. In the

Business Users

subview, select the user for whom you want to unlock the password.

2. Click

Edit

, then choose

Attributes

.

3. Deselect the

Password Locked

checkbox.

4. Save your changes.

Generate or Deactivate Password

1. Click

Actions

, then choose

Generate Password

.

2. On the dialog box, click

OK

. An e-mail containing a new password is sent to the user’s workplace e-mail address. If no e-mail address has been entered in the system, the password is displayed at the bottom of the screen.

3. To deactivate a user's password, click

Actions

, then choose

Deactivate Password

.

Note

If you deactivate a user's password, the employee can no longer log on to the system using a password.

Note

The

Generate Password

action is the preferred choice in case of a forgotten password.

Mass Generate or Deactivate Password

You can generate or deactivate passwords for multiple users at one time.

1. In the

Business User

subview, select one or many users for whom you would like to generate or deactivate passwords.

2. Click

Actions

, then choose

Generate Password

or

Deactivate Password

depending on the action you would like to perform.

When generating a new password, a system generated e-mail is sent out to all selected users with their newly generated password. If you have not maintained the e-mail address for any selected business user, then the system displays the new password on the screen.

Note

You cannot generate passwords for locked users.

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Unlock and Lock a Business User

1. In the

Business Users

subview, select the user you want to lock or unlock.

2. Click

Lock User

or

Unlock User

.

Note

You cannot lock your own user in the

Business Users

subview.

Mass Unlock and Lock a Business User

You can lock or unlock multiple users at one time.

1. In the

Business User

subview, select one or many users that you want to lock or unlock.

2. Select

Lock User

or

Unlock User

depending on the action you want to perform.

Note

You cannot lock an already locked user.

Assign Business Roles

You can assign a single business role to multiple business users at one time.

1. In the

Business User

subview, select one or many users to whom you would like to assign a particular business role.

2. Click

Assign Business Role

, and select the business role that you would like to assign to the selected business users.

3. Click

OK

to save the assignment.

Note

You will not be able to view the business role assignment immediately in your system. Once you save the assignment, the system triggers a background job. Upon completion of this job, you will be able to see the work center and work center view assignment for the selected user. The time taken will depend on the number of users selected and the business role assigned.

Edit User Attributes

1. In the

Business Users

subview, select the user you want to edit.

2. Click

Edit

, then choose

Attributes

.

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3. You can enter or change the employee's user ID, validity period, password, and global settings, such as language and time zone. If you enter or change the password, the employee is prompted to change the password the next time he or she logs on to the system.

You can also specify the security policy that should apply to the password of the user. If you do not specify a security policy, the default security policy is used.

Note

You cannot change your own password in the

Business Users

subview. You can only change your password on the logon screen or in personalization, under

Personalize My Settings

.

4. If you want to edit the certificates that are assigned to the user, click

Actions

and then choose

Manage

Certificates

.

Here you can remove certificates from the user and block certificates that were issued prior to a specified date and time. The block date enables you to protect the system against system access by unauthorized persons who have a valid user certificate. You can also upload S/MIME certificates.

5. Save your changes.

Edit or Assign Security Policies

For information on security, refer to the security guide for your cloud product on the SAP Service Marketplace at http://service.sap.com/cloud4customer . An SAP Service Marketplace Open ID is required to access this information. If you, as an administrator, do not have a user ID, then visit the SAP Service Marketplace at http:// service.sap.com/request-user to request an ID.

Assign and Edit Access Rights

Caution

We recommend that you use business roles to assign access rights to users. You can assign a business role to the user on the

Business Role Assignment

tab on the

Edit Access Rights

screen in the

Business Users

view.

For more information, see

Configuring Business Roles [page 49]

.

If you have a small number of users to whom you want to give individualized access rights, you can also directly assign access rights to the user.

1. In the

Business Users

subview, select the user you want to edit, click

Edit

, then choose

Access Rights

.

2. Then choose one of the following options:

○ Copy from Business Role (choose

Actions

,

Copy from Business Role

)

Note

Using

Copy from Business Role

does not assign the business role to the user.

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Choose this option if the following applies:

○ You do not want to create an assignment between the business user and business role as described above.

AND

○ No business roles are currently assigned to the user.

Note

When you choose this option you can also choose to

Retain Existing Authorizations

. In this case the user keeps his or her existing authorizations and gains the authorizations in the business role.

Again, this does not create an assignment between the business role and business user.

○ Edit Without Business Roles (choose

Edit Without Business Roles

)

Choose this option if the following applies:

○ You have previously granted access rights to a business user via a business role and want the user to retain these access rights.

Note

This option removes all assigned business roles but retains the existing access rights.

○ Copy from User (choose

Actions

,

Copy from User

)

Select the user from whom you want to copy the access rights. This copies work center and view assignments as well as access restrictions.

○ Assigned All Proposed Work Centers and Views (choose

Actions

,

Assigned All Proposed Work Centers and Views

)

Note

The system proposes the work center according to the function of the org unit to which the user is assigned. If you want to assign all proposed work centers and their views, click

Actions

and choose

Assign All Proposed Work Centers and Views

.

If no function is assigned to the org unit of the user, no work centers and views are proposed. In this case, the option

Assign All Proposed Work Centers and Views

is disabled.

○ Assign Access Rights Manually to User (choose

Work Center and View Assignment

)

1. Choose the work centers you want to assign to the user from the list of

Available Work Centers

, and select the

Assigned to User

checkbox.

2. To remove a work center, deselect the corresponding checkbox.

3. For each selected work center, the system displays the associated views in the list of

Available Work

Centers and Views

. Choose the views you want to assign to the user and select the

Assigned to User

checkbox. You can also remove views by deselecting the corresponding checkbox.

Note that when you assign a work center view to a user, you also assign the corresponding mobile view to the user. There are some exceptions for certain mobile applications. For more information, see the documentation of your SAP mobile application.

4. Check whether the assignments conflict with segregation of duties. Conflicts with segregation of duties are displayed with a red traffic light. If there are any segregation of duty conflicts, see the solution section for resolving the conflict.

5. If you want to restrict read and write access, choose

Access Restrictions

.

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1. Select the view for which you want to restrict access rights and choose the corresponding access restriction in the

Read Access

and

Write Access

column. You can choose between the following settings for access restrictions:

○

No Access

(only available as restriction for write access)

The user has no write access.

○

Unrestricted

The user has access to all business data related to the view.

○

Restricted

The user only has access to specific business data, depending on the access context. If you select

Restricted

, you can further restrict read and write access on the basis of the access group under

Detailed Restrictions

. For example, if a view has the Site access context, you can restrict write access in this view for business documents that belong to a specific site. To do so, select or deselect the corresponding checkbox in the

Read Access

or

Write Access

column.

2. If you want to grant the user access to data that is no longer in use, choose

Historic Restrictions

.

Select or deselect the corresponding checkbox in the

Read Access

or

Write Access

column.

3. Check Access Rights Consistency

1. To check whether the access rights are consistent, click

Actions

, then choose

Check Access Rights

Consistency

.

Each view provides specific activities that can be performed by a user with corresponding access rights.

Note that in some cases the same activities can be performed in multiple views.

It may happen that you define different access restrictions for views that provide the same activities.

When users perform these activities, the access rights that take effect consist of the sum of the different access restrictions for all views that include the activities.

Checking consistency enables you to identify these views and activities.

2. If there are any activities displayed on the

Check Access Rights Consistency

screen, some access rights are inconsistent. In this case, check whether you need to redefine the access rights.

Using the

Show

list box on the

Check Access Rights Consistency

screen, you can choose between the following options:

○ Inconsistencies Excluding Common Authorizations View

○ All Inconsistencies

○ Inconsistencies Excluding All Views of Home

4. Save your changes.

Update Users/Simulate User Update

If a user is assigned to a business role, the user should have all the access rights defined in the assigned business role. If the access rights deviate from the assigned business roles, you can simulate or start a user update to identify these deviations. Deviations may occur if the user was locked for editing the last time the user update was started or if a business role has been changed without starting the user update. Deviations may also occur if the user has access rights that were previously granted manually. You can see the effects a user update would have by simulating a user update.

In the

Business Users

view, choose

Update Access Rights

, then

Simulate Update of Single User

or

Simulate Update of All Users

. To view the results of the update or the simulation of the update, choose

Update Access Rights

,

Show

Background Runs of All Users

. Here you can see the processing status of any update runs. Click on

Display Log

to see detailed information about the update run.

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Once you have solved any issues that may have arisen during the simulation, you can start the actual update from either the

Business Roles

or the

Business Users

view:

● From the

Business Users

view, choose

Update Access Rights

,

Update Single User

or

Update All Users

.

● From the

Business Roles

view, select the relevant business role, then choose

Assigned Users

,

Update Users

.

Note

If you have not resolved any deviations that occurred during the simulation, the solution will issue error messages about these deviations. You can review these messages in the

Application Log

.

Segregation of Duties

Segregation of duties is designed to minimize the risk of fraud and errors, and protect company assets. This is done through the appropriate assignment of access rights by distributing responsibility for business processes and procedures among several users.

The segregation of duties check helps administrators do their job by enabling them to assign access rights which are free of conflicts. This check enables them inform business process owners of existing conflicts, so that they can implement process controls to mitigate conflicts.

View SOD Conflicts

To view the SOD conflicts, do the following:

1. Select the user and click

View SOD Conflicts

.

2. You can also view the SOD Conflicts by User or Work center view.

1. Click

View SOD Conflicts

.

2. Enter the

User

and

Work Center View

.

8.2 Configuring Business Roles

Using business roles for common roles in your company saves time and helps you manage user access rights.

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

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You can use roles to assign access to a large number of users easily. As roles change, you update access rights once, in the role, instead of having to update many users manually.

Business users must be activated and assigned access to the various work centers needed to perform their job functions by an administrator.

Create Business Roles Manually [page 527]

Create a role or copy an existing role and customize it by adding or removing work centers or views.

Replicate Business Roles in the Staging Area [page 554]

You can replicate roles from other systems. You can check the replicated roles in the staging area before they are activated in your SAP cloud solution.

Edit Business Roles [page 555]

When responsibilities in your company change, you can edit roles. If those roles are assigned to users, you should also update the users so that they have the updated role information.

Delete Business Roles [page 555]

If you find that you are no longer using certain roles, remove any user assignments and delete them.

Assign Business Users to Active Business Roles Manually [page 556]

You can assign business users to roles one at a time in the system.

Restrict Access to Work Centers, Views, or Fields [page 556]

As part of configuring roles, you can restrict access to entire work centers or views, restrict access to only some actions in a view, or you can hide fields or buttons entirely.

Important tasks

Related Information

VIDEO: Assigning User Access Rights by Roles [page 561]

8.2.1 Create Business Roles Manually

Create a role or copy an existing role and customize it by adding or removing work centers or views.

Context

Recommendation

Before you create business roles for your company, see Recommended Business Roles and Work Center

Assignments for SAP Cloud for Customer.

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Procedure

1. Choose

Administration Business Operations Business Roles New Business Role

.

2. Under

General

, enter the an ID, name and description for the role.

Under

Users Responsible

, you can enter other users to whom you want to give responsibility for the business role. These users will then see the business role when they choose

Show

-

My Business Roles

in the business role worklist. Note that the user who creates the business role is automatically added to this list. However, anyone who is authorized to make changes in the

Business Roles

view can change the business role.

3. Under

Work Center and View Assignment

, use the checkbox to assign work centers and views to your role. To see and assign individual views, expand the corresponding work center.

Alternatively, you can copy assignments from an existing user or role by using

Copy

.

Note

When you assign a work center view to a business role, you also assign the corresponding mobile view to the business role. There are some exceptions for certain mobile applications. For more information, see the documentation of your SAP mobile application.

Tip

If assignments cause segregation-of-duty conflicts, a red indicator appears. For suggestions about how to solve these conflicts, see the table at the bottom of the screen.

4. Check for consistency conflicts and adjust the access restrictions, if necessary, by choosing

Actions

Check Access Rights Consistency

.

Each view contains specific activities that can be carried out by a user with the necessary access rights for the view. Some activities can be carried out in multiple views. Therefore, when you grant access rights, you should be aware that if there is a conflict, unrestricted access rights override any restrictions you have defined.

Example

Example

View A and view B both contain activity K. For view A, a user has unrestricted read and write access but for view B, the same user has read-only access. Because unrestricted access rights override restricted access rights, the user will actually have both read and write access to both views.

5. Save your entries.

6. When you are ready to assign your role to users, activate it by choosing

Actions Activate

.

Related Information

Recommended Business Roles and Work Center Assignments for SAP Cloud for Customer [page 529]

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8.2.1.1 Recommended Business Roles and Work Center

Assignments for SAP Cloud for Customer

To simplify maintenance and assignment of access rights to users, SAP recommends that you define business roles, to which you assign work centers and views. You can then assign one or more roles to each employee who has a user in the system.

Access rights for SAP Cloud for Customer are based on work centers and the views within each work center.

The

Home

page is accessible by all users and not assigned via a work center. In part, the content and tiles available on the home page are determined by the work centers and authorizations assigned to each user. You can further define the content and layout of the home page for each role.

The following tables outline the recommended business roles and the standard set of work centers and work center views they should include. You can of course create your own set of business roles and assign them access rights that suit your particular business processes.

● To view recommended roles for the functional area you are configuring, select the functional area from the menu in the first table.

● To view recommended work centers and views for a role, select the role from the menu in the second table.

Note that the first column shows all roles which use the workcenter, not just the selected role.

Note

These recommendations are dependent on licensing requirements. In addition, not all work centers listed in the system are supported or required by SAP Cloud for Customer.

For a complete list of supported work centers and views for each product, refer to the feature matrix.

Tip

The administrator role described below should be used for most of the setup and configuration activities outlined in the Getting Started topics for administrators.

You need to start by setting up an administrator with the initial user. Administrator roles are common across all functional areas.

Note

SAP Cloud for Customer Professional Services Industry Solution uses the same business roles and work center assignments shown for Sales.

Recommendation

The following tables display best viewed with a web browser. Please visit http://help.sap.com/ cloud4customer .

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Service

Service

Social

Social

Design Win Exchange

Design Win Exchange

Retail

Retail

Insurance

Utilities

Utilities

Banking

Banking

Table 116: Recommended Roles by Functional Area

Functional Area

Sales

Sales

Sales

Sales

Sales

Administration

Administration

Marketing

Marketing

Service

Service

Service

Service

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Recommended Roles

Sales Representative

Sales Manager

Sales -Channel Manager

Sales - Partner Manager

Sales - Partner Contact

Administrator

Administrator - Local

Marketing Manager

Marketing Operations

Service Agent

Service Technician

Service Manager

Employee Support Agent

Employee Support Manager

Contract Administrator

Social Agent

Social Manager

Brand Owner

Partner Contact

Store Manager

Store Associate

Insurance Captive Agent

Key Account Manager

Call Center Agent

Financial Advisor

Product Specialist

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User Management

Functional Area

Banking

AFS

Higher Education

Higher Education

Automotive

Automotive

Recommended Roles

Client Manager

Direct Sales Representative

Recruitment Director

Recruitment Officer

Auto Sales Representative

Auto Sales Manager

Recommendation

For the three partner roles for Sales, we suggest the following:

● Channel Manager

This role is for people within your company who are responsible for partner relations. Set restrictions as needed.

● Partner Manager

This role is for people within a partner company. You should set access restrictions so that people with this role see only the information in these work centers for their own (partner) company.

● Partner Contact

This role is for people within a partner company. Copy the partner manager role, so that people with this role only see the information for their own (partner) company. Then set access restrictions for specific fields. As a rule of thumb, partner contacts see about 80% of the information that partner managers see.

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Table 117: Work Center and View Assignments by Role

Role Work Center

Sales Representative;

Sales Manager;

Sales - Channel Manager;

Sales - Partner Manager;

Sales - Partner Contact;

Administrator;

Administrator - Local;

Marketing Manager;

Marketing Operations;

Service Agent;

Service Technician;

Service Manager;

Employee Support Agent;

Employee Support Manager;

Social Agent; Social Manager;

Design Win Exchange - Brand

Owner;

Utilities - Call Center Agent;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Auto Sales Rep.;

Auto Sales Manager

Activities

(COD_ACTIVITIES)

Retail - Store Manager;

Retail - Store Associate;

Insurance - Captive Agent;

Utilities - Key Account Man­ ager;

Banking - Product Specialist;

Banking - Client Manager;

AFS - Direct Sales Represen­ tative

Activities

(COD_ACTIVITIES)

Retail - Store Manager;

Retail - Store Associate;

Insurance - Captive Agent;

Utilities - Key Account Man­ ager;

Banking - Financial Advisor;

Banking - Product Specialist;

Banking - Client Manager;

AFS - Direct Sales Represen­ tative

Activities

(COD_ACTIVITIES)

Retail - Store Manager;

Retail - Store Associate

Retail - Store Manager;

Retail - Store Associate

Activities

(COD_ACTIVITIES)

Activities

(COD_ACTIVITIES)

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View

All Views

Appointments

E-Mails, Phone Calls

Functional Area

Sales;

Marketing;

Service;

Design Win Exchange;

Utilities;

Higher Education;

AFS;

Automotive

Retail;

Insurance;

Utilities;

Banking;

AFS

Retail;

Insurance;

Utilities;

Banking;

AFS

In-Store Activities

Retail

Store Events, Time Entry Retail

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Role Work Center

Insurance - Captive Agent;

Utilities - Key Account Man­ ager;

Banking - Financial Advisor;

Banking - Product Specialist;

Banking - Client Manager;

AFS - Direct Sales Represen­ tative

Activities

(COD_ACTIVITIES)

Sales - Channel Manager;

Sales - Partner Manager;

Sales - Partner Contact;

Administrator;

Administrator - Local;

Service Manager;

Higher Ed. - Recruitment Di­ rector;

Auto Sales Rep.;

Auto Sales Manager

Activity Planner

(ACTIVITYWORKLIST)

Administrator;

Administrator - Local;

Contract Administrator

Administrator

(SEODADMINWCF)

View

Tasks

All Views

All Views

Functional Area

Insurance;

Utilities;

Banking;

AFS

Sales;

Marketing;

Service;

Higher Education;

Automotive

Sales;

Marketing;

Service;

Banking;

AFS

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Role Work Center

Sales Representative;

Sales Manager;

Sales - Channel Manager;

Sales - Partner Manager;

Administrator;

Administrator - Local;

Marketing Manager;

Marketing Operations;

Service Manager;

Employee Support Manager;

Social Manager;

Design Win Exchange - Brand

Owner;

Retail - Store Manager;

Retail - Store Associate;

Insurance - Captive Agent;

Utilities - Key Account Man­ ager;

Banking - Financial Advisor;

Banking - Product Specialist;

Banking - Client Manager;

AFS - Direct Sales Represen­ tative;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Auto Sales Rep.;

Auto Sales Manager

Analysis

(COD_ANALYSIS)

Sales Representative;

Sales Manager;

Sales - Channel Manager;

Sales - Partner Manager;

Administrator;

Administrator - Local;

Marketing Manager;

Marketing Operations;

Design Win Exchange - Brand

Owner;

Insurance - Captive Agent;

Banking - Financial Advisor;

Banking - Product Specialist;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Auto Sales Rep.;

Auto Sales Manager

Analysis

(COD_ANALYSIS)

Sales - Channel Manager;

Sales - Partner Manager

Analysis

(COD_ANALYSIS)

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View

Reports

Functional Area

Sales;

Marketing;

Service;

Social;

Design Win Exchange;

Retail;

Insurance;

Utilities;

Banking;

AFS;

Higher Education;

Automotive

Dashboard, Forecast, Fore­ cast Variance, Pipeline, Pipe­ line Sourcing, Sales Overview,

Sales Performance, Win/Loss

Sales;

Marketing;

Design Win Exchange;

Insurance;

Banking;

Higher Education;

Automotive

Partner Management

Sales

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Role

Administrator;

Administrator - Local;

Marketing Manager;

Marketing Operations

Work Center

Analysis

(COD_ANALYSIS)

View

Marketing Overview

Functional Area

Sales;

Marketing

Service Manager;

Employee Support Manager;

Social Manager

Analysis

(COD_ANALYSIS)

Administrator;

Administrator - Local

Administrator;

Administrator - Local

Administrator;

Administrator - Local

Analysis

(COD_ANALYSIS)

Service Overview

Usage Statistics

Service;

Social

Sales;

Marketing;

Service;

Social

Application and User Man­ agement

(ITS_APPLICATIONUSERMA­

NAGEMENT)

Business Task Management Sales;

Marketing;

Service

Business Analytics

(ANA_BUSINESSANALYT­

ICS)

All Views

Sales;

Marketing;

Service;

Social

Administrator;

Administrator - Local;

Banking - Financial Advisor;

Banking - Product Specialist;

Banking - Client Manager

Business Configuration

(BC_BUSINESSCONFIGURA­

TION)

All Views

Administrator;

Administrator - Local

Business Partners

(BUSINESSPARTNERS_

WCF)

All Views

Sales;

Marketing;

Service;

Social;

Banking

Sales;

Marketing;

Service;

Social

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Role Work Center

Sales Representative;

Sales Manager;

Sales - Channel Manager;

Sales - Partner Manager;

Sales - Partner Contact;

Administrator;

Administrator - Local;

Utilities - Key Account Man­ ager;

Banking - Financial Advisor;

Banking - Product Specialist;

Banking - Client Manager;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Auto Sales Rep.;

Auto Sales Manager

Competitors

(COD_COMPETITOR_ WC)

Sales - Channel Manager;

Sales - Partner Manager;

Sales - Partner Contact;

Administrator;

Administrator - Local;

Service Agent;

Service Technician;

Service Manager;

Contract Administrator;

Social Agent;

Social Manager

Contracts

(CONTRACT_WCF)

View

All Views

Functional Area

Sales;

Marketing;

Banking;

Utilities;

Higher Education;

Automotive

All Views

Read only for: Service Agent,

Service Technician; and So­ cial Agent

Sales;

Service;

Social

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User Management

Role Work Center

Sales Representative;

Sales Manager;

Sales - Channel Manager;

Sales - Partner Manager;

Sales - Partner Contact;

Administrator;

Administrator - Local;

Marketing Manager;

Marketing Operations;

Service Agent;

Service Technician;

Service Manager;

Contract Administrator;

Social Agent;

Social Manager;

Design Win Exchange - Brand

Owner;

Utilities - Key Account Man­ ager;

Utilities - Call Center Agent;

Banking - Financial Advisor;

Banking - Product Specialist;

Banking - Client Manager;

AFS - Direct Sales Represen­ tative;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Auto Sales Rep.;

Auto Sales Manager

Customers

(CODACCOUNTWC)

Design Win Exchange - Brand

Owner;

Utilities - Key Account Man­ ager;

Banking - Financial Advisor;

Banking - Product Specialist;

Banking - Client Manager;

AFS - Direct Sales Represen­ tative;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Auto Sales Rep.;

Auto Sales Manager

Customers

(CODACCOUNTWC)

Banking - Client Manager

Customers

(CODACCOUNTWC)

View

Accounts and Contacts

Opportunities

Client - Roll Ups

Functional Area

Sales;

Marketing;

Service;

Social;

Design Win Exchange;

Utilities;

Banking;

AFS;

Higher Education;

Automotive

Design Win Exchange;

Utilities;

Banking;

AFS;

Higher Education;

Automotive

Banking

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User Management

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537

Role Work Center

Marketing Manager;

Marketing Operations;

Service Agent;

Service Technician;

Service Manager;

Contract Administrator;

Social Agent;

Social Manager;

Retail - Store Manager;

Retail - Store Associate;

Insurance - Captive Agent;

Utilities - Call Center Agent;

Banking - Financial Advisor;

Banking - Product Specialist;

Auto Sales Rep.;

Auto Sales Manager

Customers

(CODACCOUNTWC)

Marketing Manager;

Marketing Operations;

Service Agent;

Service Manager;

Contract Administrator;

Social Agent;

Social Manager

Customers

(CODACCOUNTWC)

Higher Ed. - Recruitment Di­ rector;

Auto Sales Rep.;

Auto Sales Manager

Dashboard

(C4CE_DASHBOARD_WCF

Administrator;

Administrator - Local;

Sales Manager;

Sales - Channel Manager;

Marketing Manager;

Service Manager;

Social Manager;

Contract Administrator;

Utilities - Key Account Man­ ager;

Banking - Client Manager;

Higher Ed. - Recruitment Di­ rector;

Auto Sales Manager

Data Cleansing

(COD_DATACLEANS­

ING_WCF)

Administrator;

Administrator - Local

Data Integration

(DATA_INTEGRATION)

View

Individual Customers

Target Groups

Dashboard

All Views

All Views

Functional Area

Marketing;

Service;

Social;

Utilities;

Retail;

Insurance;

Banking;

Automotive

Marketing;

Service;

Social

Higher Education;

Automotive

Sales;

Marketing;

Service;

Social;

Utilities;

Banking;

Higher Education;

Automotive

Sales;

Marketing;

Service;

Social

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SAP Cloud for Customer Administrator Guide

User Management

Role

Administrator;

Administrator - Local

Work Center

Data Privacy Management

(DATAPRIVACY)

View

All Views

Functional Area

Sales;

Marketing;

Service;

Social

Design Registrable Products Design Win Exchange Design Win Exchange - Brand

Owner

Design Win Exchange

(COD_HIGHTECH_WCF)

Sales Representative;

Sales Manager;

Sales - Channel Manager;

Sales - Partner Manager;

Sales - Partner Contact;

Administrator;

Administrator - Local;

Marketing Manager;

Marketing Operations;

Service Agent;

Service Technician;

Service Manager;

Employee Support Agent;

Employee Support Manager;

Social Agent;

Social Manager;

Design Win Exchange - Brand

Owner;

Design Win Exchange - Part­ ner Contact;

Retail - Store Manager;

Retail - Store Associate;

Insurance - Captive Agent;

Utilities - Key Account Man­ ager;

Banking - Financial Advisor;

Banking - Product Specialist;

Banking - Client Manager;

AFS - Direct Sales Represen­ tative;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Auto Sales Rep.;

Auto Sales Manager

Feed

(COD_FEEDWCF)

Feed

Sales;

Marketing;

Service;

Social;

Design Win Exchange;

Retail;

Insurance;

Utilities;

Banking;

AFS;

Higher Education;

Automotive

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User Management

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539

Role

Sales Representative;

Sales Manager;

Administrator;

Administrator - Local;

Service Agent;

Service Technician;

Service Manager;

Contract Administrator;

Social Agent;

Social Manager;

Auto Sales Rep.;

Auto Sales Manager

Work Center

Installed Base

(COD_IBASE_WCF)

Sales Representative;

Sales Manager;

Sales - Channel Manager;

Sales - Partner Manager;

Sales - Partner Contact;

Administrator;

Administrator - Local;

Marketing Manager;

Marketing Operations;

Service Agent;

Service Technician;

Service Manager;

Employee Support Agent;

Employee Support Manager;

Social Agent;

Social Manager;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Auto Sales Rep.;

Auto Sales Manager iPad Offline

(IPAD OFFLINE)

View

All Views

All Views

Functional Area

Sales;

Service;

Social;

Automotive

Sales;

Marketing;

Service;

Social;

Higher Education;

Automotive

540

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SAP Cloud for Customer Administrator Guide

User Management

Role Work Center View

Sales Representative;

Sales Manager;

Sales - Channel Manager;

Sales - Partner Manager;

Sales - Partner Contact;

Administrator;

Administrator - Local;

Marketing Manager;

Marketing Operations;

Service Agent;

Service Technician;

Service Manager;

Employee Support Agent;

Employee Support Manager;

Social Agent;

Social Manager;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Auto Sales Rep.;

Auto Sales Manager

Library

(COD_ CONTENT_LIBRARY)

All Views

Administrator;

Administrator - Local

Marketing

(COD_MARKETING)

Campaign File Formats

Functional Area

Sales;

Marketing;

Service;

Social;

Higher Education;

Automotive

Campaigns, Response Op­ tions

Sales;

Marketing;

Service;

Social

Sales;

Marketing;

Higher Education;

Automotive

Sales - Channel Manager;

Sales - Partner Manager;

Sales - Partner Contact;

Administrator;

Administrator - Local;

Marketing Manager;

Marketing Operations;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Auto Sales Rep.;

Auto Sales Manager

Marketing

(COD_MARKETING)

Sales - Channel Manager;

Sales - Partner Manager;

Sales - Partner Contact;

Administrator;

Administrator - Local;

Marketing Manager;

Marketing Operations

Marketing

(COD_MARKETING)

Content, Marketing Funds,

Promotions

Sales;

Marketing

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User Management

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541

Role Work Center

Sales - Channel Manager;

Sales - Partner Manager;

Sales - Partner Contact;

Administrator;

Administrator - Local;

Marketing Manager;

Marketing Operations;

Insurance - Captive Agent;

Utilities - Key Account Man­ ager;

Banking - Financial Advisor;

Banking - Product Specialist;

Banking - Client Manager;

AFS - Direct Sales Represen­ tative;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Auto Sales Rep.;

Auto Sales Manager

Marketing

(COD_MARKETING)

Administrator;

Administrator - Local;

Marketing Manager;

Marketing Operations;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Auto Sales Rep.;

Auto Sales Manager

Marketing

(COD_MARKETING)

Sales - Channel Manager;

Sales - Partner Manager;

Sales - Partner Contact;

Administrator;

Administrator - Local;

Marketing Manager;

Marketing Operations;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Auto Sales Rep.;

Auto Sales Manager

Marketing

(COD_MARKETING)

Administrator;

Administrator - Local

Mass Data Maintenance

(MASS-DATAMAINTAI­

NANCE_WCF)

View

Leads

Lead Score

(Read-only for Marketing

Manager)

Target Groups

All Views

Functional Area

Sales;

Marketing;

Insurance;

Utilities;

Banking;

AFS;

Higher Education;

Automotive

Marketing;

Higher Education;

Automotive

Sales;

Marketing;

Higher Education;

Automotive

Sales;

Marketing;

Service;

Social

542

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SAP Cloud for Customer Administrator Guide

User Management

Role Work Center

Retail - Store Manager;

Retail - Store Associate

Offers

(COD_B2E_OFFERS_WCF)

Sales Representative;

Sales Manager;

Sales - Channel Manager;

Sales - Partner Manager;

Sales - Partner Contact;

Administrator;

Administrator - Local;

Marketing Manager;

Marketing Operations;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Auto Sales Rep.;

Auto Sales Manager

Partners

(CODPARTNERWC)

Sales Representative;

Sales Manager;

Sales - Channel Manager;

Administrator;

Administrator - Local;

Marketing Manager;

Marketing Operations;

Service Agent;

Service Technician;

Service Manager;

Employee Support Agent;

Employee Support Manager;

Social Agent;

Social Manager;

Design Win Exchange - Brand

Owner;

Retail - Store Manager;

Retail - Store Associate;

Insurance - Captive Agent;

Banking - Financial Advisor;

Banking - Product Specialist;

Banking - Client Manager;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Auto Sales Rep.;

Auto Sales Manager

People

(CODPEOPLE)

Sales - Channel Manager;

Sales - Partner Manager

People

(CODPEOPLE)

View

All Views

All Views

Functional Area

Retail

Sales;

Marketing;

Higher Education;

Automotive

Employees (If you have SAP

Jam integration, add Groups, and if you want legacy groups to be visible, add Legacy

Groups)

Sales;

Marketing;

Service;

Social;

Design Win Exchange;

Retail;

Insurance;

Banking;

Higher Education;

Automotive

Groups Sales;

Automotive

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User Management

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543

Role Work Center

Auto Sales Manager;

Utilities - Call Center Agent

Products

(COD_PRODUCTDATA)

AFS - Direct Sales Represen­ tative;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Administrator;

Administrator - Local

Products

(COD_PRODUCTDATA)

Sales Representative;

Sales Manager;

Sales - Channel Manager;

Sales - Partner Manager;

Sales - Partner Contact;

Administrator;

Administrator - Local;

Design Win Exchange - Brand

Owner;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer

Products

(COD_PRODUCTDATA)

Retail - Store Manager;

Retail - Store Associate;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer

Products

(COD_PRODUCTDATA)

View

All Views

AFS Products

Discount Lists, Price Lists

In Store Products

Functional Area

Automotive; Utilities

AFS;

Higher Education

Sales;

Marketing;

Design Win Exchange;

Higher Education

Retail;

Higher Education

544

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SAP Cloud for Customer Administrator Guide

User Management

Role Work Center

Sales Representative;

Sales Manager;

Sales - Channel Manager;

Sales - Partner Manager;

Sales - Partner Contact;

Administrator;

Administrator - Local;

Marketing Manager;

Marketing Operations;

Service Agent;

Service Technician;

Service Manager;

Contract Administrator;

Social Agent;

Social Manager;

Design Win Exchange - Brand

Owner;

Insurance - Captive Agent;

Utilities - Key Account Man­ ager;

Banking - Financial Advisor;

Banking - Product Specialist;

Banking - Client Manager;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Auto Sales Manager

Products

(COD_PRODUCTDATA)

Sales - Channel Manager;

Sales - Partner Manager;

Sales - Partner Contact;

Administrator;

Design Win Exchange - Brand

Owner;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer

Products

(COD_PRODUCTDATA)

Administrator;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer

Products

(COD_PRODUCTDATA)

View

Products

Product Administration

Product Characteristics

Functional Area

Sales;

Marketing;

Service;

Social;

Design Win Exchange;

Insurance;

Utilities;

Banking;

Higher Education;

Automotive

Sales;

Marketing;

Design Win Exchange;

Higher Education

AFS;

Higher Education

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User Management

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545

Role Work Center

Sales - Channel Manager;

Sales - Partner Manager;

Sales - Partner Contact;

Administrator;

Design Win Exchange - Brand

Owner;

Utilities - Key Account Man­ ager;

Banking - Financial Advisor;

Banking - Product Specialist;

Banking - Client Manager;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer

Products

(COD_PRODUCTDATA)

Sales Representative;

Sales Manager;

Sales - Channel Manager;

Sales - Partner Manager;

Sales - Partner Contact;

Service Manager;

Contract Administrator;

Administrator;

Administrator - Local;

Design Win Exchange - Brand

Owner;

Retail - Store Manager;

Retail - Store Associate;

AFS - Direct Sales Represen­ tative;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer

Products

(COD_PRODUCTDATA)

Sales - Channel Manager;

Sales - Partner Manager;

Sales - Partner Contact;

Administrator;

Administrator - Local;

Service Agent;

Service Technician;

Service Manager;

Contract Administrator;

Social Agent;

Social Manager

Products

(COD_PRODUCTDATA)

Administrator;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer

Products

(COD_PRODUCTDATA)

View

Product Categories

Product Lists

Registered Products

Sales Organization Validity

Functional Area

Sales;

Marketing;

Design Win Exchange;

Utilities;

Banking;

Higher Education

Sales;

Marketing;

Design Win Exchange;

Retail;

AFS;

Higher Education

Sales;

Service;

Social

AFS;

Higher Education

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User Management

Role

Auto Sales Rep.

Sales - Channel Manager;

Sales - Partner Manager;

Sales - Partner Contact;

Service Manager;

Contract Administrator;

Auto Sales Rep.

Work Center

Products

(COD_PRODUCTDATA)

Products

(COD_PRODUCTDATA)

Service Manager

Administrator;

Administrator - Local

Resource Scheduler

(LEAN_SCH_WCF

Sales

(COD_SALES_WCF)

Sales

(COD_SALES_WCF)

Sales Manager;

Sales - Partner Manager;

Sales - Partner Contact

Sales Representative;

Sales Manager;

Sales - Channel Manager;

Sales - Partner Manager;

Administrator;

Administrator - Local;

Design Win Exchange - Brand

Owner;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Auto Sales Rep.;

Auto Sales Manager

Sales

(COD_SALES_WCF)

View

Vehicle Management

Warranties

All Views

All Views

Deal Registration

Forecasts, Pipeline Simula­ tion, Realignment Runs

Functional Area

Automotive

Sales;

Service;

Social;

Automotive

Service

Sales

Sales

Sales;

Design Win Exchange;

Higher Education;

Automotive

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User Management

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547

Role Work Center

Sales Representative;

Sales Manager;

Sales - Channel Manager;

Sales - Partner Manager;

Sales - Partner Contact;

Administrator;

Administrator - Local;

Design Win Exchange - Brand

Owner;

Design Win Exchange - Part­ ner Contact;

Utilities - Key Account Man­ ager;

Utilities - Call Center Agent;

Banking - Financial Advisor;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Auto Sales Rep.;

Auto Sales Manager

Sales

(COD_SALES_WCF)

Sales Representative;

Sales Manager;

Sales - Channel Manager;

Sales - Partner Manager;

Sales - Partner Contact;

Administrator;

Administrator - Local;

Design Win Exchange - Brand

Owner;

Design Win Exchange - Part­ ner Contact;

Utilities - Key Account Man­ ager;

Banking - Financial Advisor;

Banking - Product Specialist;

Banking - Client Manager;

AFS - Direct Sales Represen­ tative;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Auto Sales Rep.;

Auto Sales Manager

Sales

(COD_SALES_WCF)

Insurance - Captive Agent;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Auto Sales Manager

Sales

(COD_SALES_WCF)

548

© 2016 SAP SE or an SAP affiliate company. All rights reserved.

View

Leads, Sales Quotes

Opportunities

Policy

Functional Area

Sales;

Design Win Exchange;

Utilities;

Banking;

Higher Education;

Automotive

Sales;

Design Win Exchange;

Utilities;

Banking;

AFS;

Higher Education;

Automotive

Insurance;

Higher Education;

Automotive

SAP Cloud for Customer Administrator Guide

User Management

Role Work Center

Insurance - Captive Agent;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Auto Sales Manager

Sales

(COD_SALES_WCF)

Sales Representative;

Sales Manager;

Administrator;

Administrator - Local;

AFS - Direct Sales Represen­ tative;

Auto Sales Rep.;

Auto Sales Manager

Sales

(COD_SALES_WCF)

Sales Representative;

Sales Manager;

Sales - Channel Manager;

Sales - Partner Manager;

Administrator;

Administrator - Local;

Design Win Exchange - Brand

Owner;

Utilities - Key Account Man­ ager;

Banking - Financial Advisor;

AFS - Direct Sales Represen­ tative;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Auto Sales Rep.;

Auto Sales Manager

Sales

(COD_SALES_WCF)

Sales Representative;

Sales Manager;

Sales - Channel Manager;

Sales - Partner Manager;

Administrator;

Administrator - Local;

Design Win Exchange - Brand

Owner;

Utilities - Key Account Man­ ager;

Banking - Financial Advisor;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Auto Sales Rep.;

Auto Sales Manager

Sales

(COD_SALES_WCF)

SAP Cloud for Customer Administrator Guide

User Management

View

Quick Quotes, Quotes

Sales Orders

Sales Target Planning

Territories

Functional Area

Insurance;

Higher Education;

Automotive

Sales;

AFS;

Automotive

Sales;

Design Win Exchange;

Utilities;

Banking;

AFS;

Higher Education;

Automotive

Sales;

Design Win Exchange;

Utilities;

Banking;

Higher Education;

Automotive

© 2016 SAP SE or an SAP affiliate company. All rights reserved.

549

Role Work Center

Administrator;

Administrator - Local;

Social Agent;

Social Manager;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Auto Sales Rep.;

Auto Sales Manager;

Utilities - Call Center Agent

Service

(COD_SEOD_ AGENT_

QUEUE_WCF)

Sales - Channel Manager;

Sales - Partner Manager;

Sales - Partner Contact;

Service Agent

Sales Representative;

Sales Manager;

Administrator;

Administrator - Local;

Social Agent

Service

(COD_SEOD_ AGENT_

QUEUE_WCF)

Service

(COD_SEOD_ AGENT_

QUEUE_WCF)

Administrator;

Administrator - Local;

Service Technician

Service

(COD_SEOD_ AGENT_

QUEUE_WCF)

Service

(COD_SEOD_ AGENT_

QUEUE_WCF)

Sales Representative;

Sales Manager;

Sales - Channel Manager;

Sales - Partner Manager;

Sales - Partner Contact;

Administrator;

Administrator - Local

Sales Representative;

Sales Manager;

Administrator;

Administrator - Local;

Contract Administrator;

Service Technician

Administrator;

Administrator - Local

Service

(COD_SEOD_ AGENT_

QUEUE_WCF)

Service Control Center

(CI_ CUSTOMER_CON­

TROL_CENTER)

Sales Representative;

Sales Manager;

Administrator;

Administrator - Local

Service Entitlements

(CRM_SERVICEENTITLE­

MENTS)

View

All Views

Social Media Messages

Territories

Tickets

Work Tickets

All Views

All Views

Functional Area

Service;

Social;

Higher Education;

Automotive; Utilities

Queue, Templates, Unassoci­ ated E-Mail

Sales;

Service

Sales;

Marketing;

Social

Sales;

Service

Sales;

Marketing

Sales;

Marketing;

Service

Sales;

Marketing;

Service;

Social

Sales;

Marketing

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SAP Cloud for Customer Administrator Guide

User Management

Role Work Center

Retail - Store Manager;

Retail - Store Associate

Stores

(COD_B2E_STORE_WCF)

Sales - Channel Manager;

Sales - Partner Manager;

Sales - Partner Contact;

Administrator;

Administrator - Local;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Auto Sales Rep.;

Auto Sales Manager

Surveys

(COD_QUESTION-

NAIRE_WCF)

Service Agent;

Service Technician;

Service Manager;

Administrator;

Administrator - Local

Utilities - Key Account Man­ ager;

Utilities - Call Center Agent

Time Recording

(COD_SEOD_TR_WCFP)

Utilities

(COD_UTILITIES_WCF)

Sales Representative;

Sales Manager;

Sales - Channel Manager;

Sales - Partner Manager;

Sales - Partner Contact;

Administrator;

Administrator - Local;

Higher Ed. - Recruitment Di­ rector;

Higher Ed. - Recruitment Offi­ cer;

Auto Sales Rep.;

Auto Sales Manager

Visits

(COD_VISIT_WCF)

View

All Views

All Views

All Views

All Views

All Views

Functional Area

Retail

Sales;

Marketing;

Service;

Social;

Higher Education;

Automotive

Service;

Social

Utilities

Sales;

Marketing;

Higher Education;

Automotive

Work Center Descriptions

Table 118:

Work Center Name

Activities

Description

Access information about appointments, e-mails, phone calls, and tasks.

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User Management

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551

Activity Planner

Administrator

Analysis

Application and User Management

Business Analytics

Business Configuration

Business Partners

Competitors

Contracts

Customer Service

(

COD_SEOD_AGENT_QUEUE_WCF

)

Customer Service

( QUEUE_WCF_MOBILE )

Customers

Data Integration

Data Privacy Management

Design Win Exchange

Employee Support

Feed

Insurance

Installed Base iPad Offline

Plan activities, such as surveys and tasks, to use when conducting customer vis­ its.

Access the activities you need to perform for setup, configuration, and opera­ tions. This work center also provides access to the

Business Analytics

views that enable you to create custom reports.

Access system analytical data and reports.

Process system notifications.

Create and edit custom reports.

Access your implementation project, including scoping and configuration activi­ ties.

Access business partner data, including account hierarchies.

Access information about competitors and competitor products.

Access information about contracts including covered products and service terms.

Test system setup, such as social media channels and social media message im­ port runs.

Access the Customer Service work center from the SAP Cloud for Customer for iPad

®

app.

Access information on corporate accounts, contacts, and individual customers.

For Banking, Client — Roll Ups displays account hierarchy, including the roll up of transactional and master data.

Replicate and maintain data from external systems if your solution includes inte­ gration to SAP ERP or SAP CRM systems.

Remove employee data and private account data.

Access design registrations and manage design opportunities during the design win exchange process.

Create and access support tickets for company employees.

Send and receive feed updates, allowing you to quickly communicate and collab­ orate with your network.

Follow leads to create insurance quotes and policies

Track information for products installed at customer locations.

Access the SAP Cloud for Customer for iPad

®

app offline.

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SAP Cloud for Customer Administrator Guide

User Management

Library

Marketing

Mass Data Maintenance

Offers

Partners

People

Products

Product Characteristics

Sales

Sales Organization Validity

Season-Collection-Theme

Coverage Strategy

Category Structure

Service Control Center

Service and Repair

Stores

Surveys

Tickets

Utilities

Visits

Manage all of your uploaded documents.

Access all of your marketing information, from leads and target groups to cam­ paigns.

Export and import data using the migration tool.

Access information on any offers running in-store or on any product.

Access partner information.

Access employee and group information.

Access product information, including registered products. Information on SAP

Apparel and Footwear (SAP AFS) products is also available here.

Maintain hexadecimal values for color and characteristics of a product.

Track leads and opportunities. Build forecasts, simulate your pipeline, define sales territories, and manage deal registration.

Provides ability to maintain sales organization validity for AFS material.

Maintain products based on seasons, collections, and themes for AFS.

Define your coverage strategy and assign valid stock and requirement categories to it.

Define your category structure, which contains category structure fields that you can freely define. This constitutes of business characteristics.

Monitor your SAP Store orders, system availability and system maintenance schedule, your user subscriptions, and maintain your contact details.

Access and edit tickets that require processing.

Search for a store and view store details.

Create surveys to use during customer visits.

Read-only access to ticket information

Provide end-to-end opportunity and quotation management for utilities service products.

Access and manage customer visits.

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8.2.2 Replicate Business Roles in the Staging Area

You can replicate roles from other systems. You can check the replicated roles in the staging area before they are activated in your SAP cloud solution.

Prerequisites

You must have access to the

Business Role Replication Request

(/SAP_BYD_UI_ITSAM/IAM_UI/

IAM_BUSINESS_ROLE_UI/BusinessRoleReplicationRequest_OWL.OWL.uicomponent).

Context

Tip

Before you create business roles for your company, see Recommended Business Roles and Work Center

Assignments for SAP Cloud for Customer.

To make the role-replication process more automatic, you may want to add an API between your original system and your SAP cloud solution to create accurate mapping.

Note

Custom development work is necessary to replicate roles from other systems. To avoid this custom development, create roles manually.

Procedure

1. Use a replication request to move the roles into your SAP solution.

2. Under

Administration Business Operations Business Roles Staging Area

, check that the replicated roles appear.

3. Activate roles by scheduling a background job.

Related Information

Recommended Business Roles and Work Center Assignments for SAP Cloud for Customer [page 529]

Monitoring Background Jobs [page 95]

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8.2.3 Edit Business Roles

When responsibilities in your company change, you can edit roles. If those roles are assigned to users, you should also update the users so that they have the updated role information.

Procedure

1. Choose

Administration Business Operations Business Roles

.

2. Select the applicable business role, then choose

Edit

.

3. Make your changes.

4. Save.

Caution

If there are users assigned to the role you edited, we recommend that you simulate the update. You do this in the

Business Users

view.

○ To save your changes and start a user update, in the

Update Assigned Business Users

popup, choose

Confirm

.

○ To save your changes without starting a user update, in the

Update Assigned Business Users

pop-up choose

Save Without User Update

.

8.2.4 Delete Business Roles

If you find that you are no longer using certain roles, remove any user assignments and delete them.

Procedure

1. Choose

Administration Business Operations Business Roles

.

2. Select the applicable business role, then choose

Actions Set to Obsolete

.

3. Choose

Delete

.

Tip

An obsolete business role can only be deleted if it is no longer assigned to any business user. To reactivate a business role with the status obsolete, choose

Actions Undo Obsolete

.

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8.2.5 Assign Business Users to Active Business Roles Manually

You can assign business users to roles one at a time in the system.

Procedure

1. Go to

Administration Security and Compliance Business Users

.

2. Search for and select the business user to whom you want to assign roles.

3. Choose

Edit Access Rights

.

4. Under

Business Role Assignment

, use the checkbox to assign roles to the business user.

The system copies the access rights from the business role to the user.

Note

Selecting the

Assigned to User

checkbox creates an assignment between the business user and the business role. This ensures that the access rights of the business user are updated when the business role is changed and a user update run is started. For more information about the user update run, see the section Edit business roles.

Caution

If a business role is assigned to a user and you save the user's access rights, the access rights in the business role overwrite any access rights that you have previously given to the user manually.

If you want keep the user's current access rights, you can either work without business roles or you can update the business roles with the missing access rights.

5. Save your changes.

8.2.6 Restrict Access to Work Centers, Views, or Fields

As part of configuring roles, you can restrict access to entire work centers or views, restrict access to only some actions in a view, or you can hide fields or buttons entirely.

Context

Tip

Decision Point

● Why restrict access?

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If you want to prevent users from accessing certain information, you should restrict access to it. You can restrict access to entire views or work centers, as well as individual fields on screens.

● Why hide information or fields?

If you think most users with this role won’t need to use certain pieces of information, but you want to give them the option of adding it to their screens, you should hide it. This way, most users don’t see this information, and therefore see simplified screens. Those who want to see the information can add it by personalizing their screens.

Procedure

1. Under

Administration Business Operations Business Roles View All Access Restrictions

, you can restrict read and write access for users to whom this business role is assigned.

2. All work centers and views that you have assigned to this role appear in the list. You can define the following restrictions for each work center and view:

○

Unrestricted

Users have access to all business data related to the view.

○

Restricted

Users can access specific business data, depending on the access context. If you select

Restricted

, you can restrict read and write access on the basis of predefined restriction rules that you can select from the value help in the

Restriction Rule

field under the table.

○

No Access

(only available as a restriction for write access)

The view or work center becomes read-only. Assigned users can see the data, but cannot make changes.

To restrict access for only some actions within a view or hide fields or buttons entirely, do the following:

1. Choose

Administration Business Operations Business Roles

.

2. Open the applicable business role, then choose

View All

.

3. Choose

Fields & Actions

.

4. Note that if a lead or sales lead has been converted to a follow-on item, such as an opportunity, then it cannot be deleted.

Under

Business Action Restrictions

, add a row.

5. Choose an action that you want to limit or hide for this role, and specify the corresponding restriction.

Tip

For a list of the available actions that can be restricted in e-mail add-ins, use the value selection for the name and search for GW_*.

Example

You can prevent users from deleting opportunities and leads, or allow them to do so, by making the appropriate settings for the following business action restrictions:

○ For leads, select LEAN_LEAD_DELETE, then choose

Unrestricted

or

Disabled

.

○ For sales leads, select DELETE_LEAD, then choose the appropriate access restriction.

○ For opportunities, select DELETE_OPPORTUNITIES, then choose the appropriate access restriction.

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Tip

Test It!

1. Log on with a user assigned to the role for which you just hid some fields or buttons.

2. Go to the page where you hid fields or buttons, and ensure that those fields or buttons do not appear.

3. Personalize your screen and try to add the hidden fields or buttons to make them visible on your screen.

If you have restricted access, you should not be able to add the hidden fields or buttons in personalization.

Hide Fields [page 558]

You can hide some of the information or fields available on certain screens for a particular user or role.

Restrict Access to Content Using WebDAV Integration [page 560]

Integrating Web Distributed Authoring and Versioning (WebDAV) with your SAP cloud solution allows you to define access rights to specific documents for all users with the same role.

VIDEO: Assigning User Access Rights by Roles [page 561]

For Administrators: find out how to create roles that you can assign to users for easier maintenance of user access rights.

8.2.6.1 Hide Fields

You can hide some of the information or fields available on certain screens for a particular user or role.

Context

Tip

Decision Point

● Why restrict access?

If you want to prevent users from accessing certain information, you should restrict access to it. You can restrict access to entire views or work centers, as well as individual fields on screens.

● Why hide information or fields?

If you think most users with this role won’t need to use certain pieces of information, but you want to give them the option of adding it to their screens, you should hide it. This way, most users don’t see this information, and therefore see simplified screens. Those who want to see the information can add it by personalizing their screens.

Example

Service agents in your company do not need access to the shopping cart. You modify the screen so that the links related to the shopping cart do not appear for users with the service agent role.

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To hide information or fields for a role:

Procedure

1. Under

Administration Business Operations Business Roles

, select a role.

2. Choose

UI Switches

.

3. Add a row to the table of assigned switches.

4. In the

Identifier

column, use the value help to select the appropriate switch.

5. Select the switch that you want to hide.

6. Save your changes.

Results

Tip

Test It!

1. Log on with a user assigned to the role for which you just hid some fields or buttons.

2. Go to the page where you hid fields or buttons, and ensure that those fields or buttons do not appear.

3. Personalize your screen and add the hidden fields or buttons to make them visible on your screen.

4. End personalization and ensure that the previously hidden buttons for fields now appear.

Task overview:

Restrict Access to Work Centers, Views, or Fields [page 556]

Related Information

Restrict Access to Content Using WebDAV Integration [page 560]

VIDEO: Assigning User Access Rights by Roles [page 561]

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8.2.6.2 Restrict Access to Content Using WebDAV

Integration

Integrating Web Distributed Authoring and Versioning (WebDAV) with your SAP cloud solution allows you to define access rights to specific documents for all users with the same role.

Prerequisites

● You must have access to the WebDAV Integration view (CMSREPOSITORYINTEGRATION).

● During implementation, the communication system and communication arrangement were set up.

● You have created all the roles that you want to specify access rights for.

Context

Example

In the US, your company has state-specific legal and marketing information for Texas and California. You only want sales reps in those two states to access the information specific to their state. You create a

SALESREP_TEXAS and SALESREP_CALIFORNIA role, and assign those roles to the WebDAV repository containing the respective information.

You can restrict access to the WebDAV source by mapping the communication system to specific business roles by completing the following:

Procedure

1. Go to

Administration Business Operations WebDAV Roles Maintain Mapping

.

2. Add a row and select the relevant business role.

3. Use the value help to select the communication system ID that corresponds to the communication system that was set up during implementation.

4. Enter the

Folder Path

in the WebDAV server that you want to give the role access to.

Note

You cannot restrict access within a folder path. Restrictions must take place at the folder level.

Note

After you complete the steps above, you may need to contact your WebDAV administrator to enable communication from the relevant application.

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Task overview:

Restrict Access to Work Centers, Views, or Fields [page 556]

Related Information

Hide Fields [page 558]

VIDEO: Assigning User Access Rights by Roles [page 561]

8.2.6.3 VIDEO: Assigning User Access Rights by Roles

For Administrators: find out how to create roles that you can assign to users for easier maintenance of user access rights.

Parent topic: Restrict Access to Work Centers, Views, or Fields [page 556]

Related Information

Hide Fields [page 558]

Restrict Access to Content Using WebDAV Integration [page 560]

8.3 Partner Contacts

To facilitate the exchange of information, members of your organization can communicate within the solution with partner contacts — that is, individuals who are associated with the resellers, brokers, service providers, distributors, or other entities with which your organization collaborates.

If your administrator has configured the solution to display partner contacts, you'll find them under

Partners

Partner Contacts

.

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Important tasks

Creating Partner Contacts

1. Choose

Partners Partner Contacts

.

2. Choose

New

.

3. Enter the first and last name of the partner contact, then specify the e-mail address.

4. Save your entries.

Editing Partner Contacts

You can edit partner contacts from the

Partner Contact

item header, as follows:

1. Position the cursor over the information to be edited. For example, if you want to rename the partner, position the cursor over the

Name

field.

As you move the cursor over an editable field, the background changes to a different color. When you click a field, you enter edit mode.

2. Change the desired entries.

Depending on the field, use the drop-down menu or automatic search to choose an entry.

3. Save your entries.

Creating Users for Partner Contacts

If you want to enable your partner contacts to access the solution, so that you can collaborate with them directly, then you must create users for them, as follows:

1. Open the partner contact.

2. Choose

Actions Create User

.

Once a user has been created for the partner contact, then your administrator can choose

Administrator

Business Users

to assign either business roles or individual work centers or work center views to the user that you created for the partner contact.

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8.4 Creating Employee Delegates

If an employee is on vacation or temporarily absent, employees can define delegates for themselves, defining relevant access rights by area. Administrators can create delegates for all employees.

Overview

You can create delegates for yourself, or administrators can create delegates for employees who are away from the office, either for a short period or long period of time. Creating delegates allows the delegate to access certain rights of the substituted employee for the specified period of time.

To create new delegates, do the following:

Procedure

1. Depending on your role, follow the appropriate path:

Table 119: Where Can I Define Delegates?

Role Where?

User

Administrator

2. Select

New

and define the following:

1. The employee who will be away temporarily.

People Delegates

Administrator Delegates

Note

Users can only define delegates for themselves. Administrators can define delegates for all employees.

Once the employee is selected, the system displays all the work centers assigned to him or her.

2. A delegate to replace the employee.

3. The start date and end date during which you want the delegate to take over responsibilities.

Note

If you enter the start date of a substitution in the future, then the system saves the delegate with the status

Not Started

. By default, only active delegates are displayed. If you want to see future delegate assignments, use the filter

Planned Delegates

.

4. Define which

Access Rights

that you want to grant to the delegate.

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Note

You can create either a full substitution or a partial substitution. In full substitution, you grant the delegate access to all the work centers assigned to the employee. In partial substitution, you create multiple delegates, granting access to only selected work centers to each of the delegates.

3.

Save

the delegate.

Note

If you want to end a substitution before the specified end date, choose

Actions Delete

.

8.5 Data Privacy Management

The

Data Privacy Management

work center allows those responsible for data protection issues in an organization to respond to requests to fulfill requirements regarding personal data of employees and customers (private accounts).

Overview

Data processing systems store master data or transactional data used to perform business processes and to document them. In many cases, personal data of employees or other private persons is involved. In many countries, the storage, disclosure, and removal of such personal data from data storage systems must be in accordance with statutory data protection laws. One requirement in many countries is that such personal data can only be stored if a clear business reason for this data retention exists. Much data protection legislation defines fixed retention periods for how long data can be stored in data systems, after which it must be deleted. Only in certain cases can organizations make data anonymous, rather than completely remove it. In addition, legislation in many countries stipulates that employers must disclose the personal data stored on an individual, when that employee expressly requests this. The

Data Privacy Management

work center allows those responsible for data protection issues in an organization to respond to employee requests to disclose personal information and remove it.

The

Data Privacy Management

work center allows those responsible for data protection issues in an organization to respond to requests to fulfill the following requirements regarding personal data of employees and customers

(private accounts):

● Disclose personal data for employees and private persons

● Remove employee personal data once the retention period for all relevant data is expired.

● Monitor and manage the automatic data removal processes using an application log.

● Display log data detailing each access made to the

Disclose Employee Data

and

Remove Employee Data

overview screens containing personal data.

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Prerequisites

The legally required retention periods relevant for your country have been maintained in your system configuration. You can find the relevant configuration activities for

Data Retention Rules

in the

Business

Configuration Implementation Projects

view. Here you can set one retention period per country. For more information about system configuration for data privacy management, see Configuration: Data Retention Rule for

Employees and Configuration: Data Retention Rule for Private Accounts

Caution

Users with authorization to access the

Data Privacy Management

work center can perform all data privacy functions within this work center, including the disclosure and deletion personal data belonging to employees and private persons. Access to this work center is granted in the

Application and User Management

work center. You must ensure that only employees with authorization to disclose/delete personal data are granted access to the

Data Privacy Management

work center. If your corporate group consists of more than one company, you can set access to this work center at a company level. For example, you can assign one user with data privacy rights for the employees in one company, and assign a different user with these same rights for a separate company in your group.

To support auditing of data protection actions in the system, the system logs every access made to the

Disclose Employee Data

and

Remove Employee Data

overview screens of a selected employee.

Features

The

Data Privacy Management

work center helps your company to fulfill requests to disclose and/or delete personal data.

Personal Data Disclosure

The obligation to disclose personal data is set in legislation in many countries where data protection regulation has been adopted. An employee can request to view the personal data held by his or her employer and the employer must confirm whether such personal data exists. The employee can then request a description of any such personal data, and in some legal jurisdictions, why the data is being stored or processed and who the recipients of this data are, or have been.

The

Personal Data Disclosure

view allows employees responsible for data protection to administer data disclosure of personal data upon request. For more information see: Personal Data Disclosure Quick Guide.

Personal Data Removal

An employee can request if personal data are held by the employing organization. If such data exists, the employee can request a description of this data, and request its deletion. You can delete a complete work agreement, which includes all dependent application-relevant data within an employee's work agreement.

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In the

Personal Data Removal

view, you can delete personal data on request from the system, once the applicable required retention periods have expired. For more information see: Personal Data Removal Quick Guide.

Logging Access Information

To support auditing of data protection actions in the system, the system logs every access made to the

Disclose

Employee Data

and

Remove Employee Data

overview screens of a selected employee.

Employees, such as Data Protection Officers with responsibility for data protection have full access rights for the

Data Privacy Management

work center. These access rights allow an authorized user to access personal data for the selected employee in all work centers where such data exists. Because of the ability for an individual user to access large volumes of personal employee data across many work centers, the access log is provided to allow transparency and traceability of user access to personal data. The log does not contain detailed personal data, but rather a summary of the types of data accessed, by whom and when.

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9 Adaptation

As an administrator, you can customize and extend your solution using a variety of tools.

Some of the ways in which you can adapt your solution include:

● Adding extension fields

● Creating custom objects

● Changing and assigning page layouts

● Defining code list restrictions

● Managing forms and templates

Adding Company-Specific Help [page 568]

The

Help Center

contains the solution-specific Help documentation delivered by SAP. As an administrator, you can also add company-specific documentation in any workset, for example process descriptions or general business rules. It is also possible to add a file to all screens within the system.

Adapting the User Interface for Your Company [page 47]

Create company-wide branding consistency, by updating the user interface by adding logos, changing colors and images, and selecting a theme that best fits your company's logo and colors.

Configuring Code List Restrictions [page 571]

You can restrict the values available from a drop-down list by creating and maintaining code list restrictions for different business objects. By default, the system allows all the code values for a business object to be visible. You can restrict those values based on an instance field and/or a business role through a combination of the following values:

Business Object

,

Code Type

,

Business Role

and

Control

Field

.

Migrate Adaptation Changes [page 50]

You can migrate adaptation changes from one system to another. Changes such as newly created page layouts, code list restrictions, page layout assignments, other adaptation changes, and so on can be migrated. The system downloads and uploads these changes in .xml format.

Custom Business Objects [page 574]

The SAP Cloud for Customer solution allows you to create and define custom business objects as per your requirements. This creates a customer-specific solution called KeyUserSolution in the SAP Cloud

Applications Studio.

Administrator Adaptation Quick Guide (HTML5) [page 580]

Learn how to change the look and feel of the SAP solution for all users by changing layout settings, adding mashups and fields, as well as defining extension fields for further usage.

Administrator Adaptation Quick Guide (Microsoft Silverlight®) [page 590]

Administrators can change the look and feel of the SAP solution user interface by changing the theme and adapting company branding images.

Extension Fields Quick Guide [page 597]

Extension fields are additional fields that administrators can add to a cloud solution from SAP.

Layout Change History [page 606]

This document describes how the administrator can change the look and feel of the SAP solution for all users by changing layout settings.

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Master Template Maintenance [page 607]

In the Master Template Maintenance view, you can create company-specific master templates for use in form templates. You can also edit Microsoft Office® master templates for Microsoft Excel® and Microsoft

Word®.

Form Templates [page 611]

Translating and Adapting UI Texts [page 620]

Use the language adaption tool to translate and adapt the user interface fields with terms that better suit your business context.

9.1 Adding Company-Specific Help

The

Help Center

contains the solution-specific Help documentation delivered by SAP. As an administrator, you can also add company-specific documentation in any workset, for example process descriptions or general business rules. It is also possible to add a file to all screens within the system.

Prerequisites

You have written your help document in one of the following formats:

● Any Microsoft Office format (such as .docx or .xlsx)

● .PDF

Steps

1. Navigate to the screen where you would like to add a document.

2. Open the Help Center.

3. You can add your document to this screen, or to all screens in the system.

○ To add your document to this screen, click

Add Company-Specific Content

under

You Can Also

.

○ To add your document to all screens, click

Add Company-Specific Content for all Screens

under

You Can

Also.

4. You can upload a document directly or link to an online document.

○ To upload a document, click

New

, then

File

.

Tip

You can upload files up to 500 MB in size. However, for performance reasons we recommend not uploading files larger than 20 MB.

○ To link to an online document, click

New

, then

Link

.

5. In the dialog window, enter the following details:

○

URL

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○

Name

This is the name that will appear as the link in the

Help Center

.

○

Description

6. Save your entries.

Result

Your company-specific help document is added to the Help Center, and can be accessed by all users in your company.

9.2 Adapting the User Interface for Your Company

Create company-wide branding consistency, by updating the user interface by adding logos, changing colors and images, and selecting a theme that best fits your company's logo and colors.

Tasks

Add a company logo, color, and background image

You can adapt the SAP solution to suit your company’s needs by adding your company logo and changing the color of the title bar. You can also set a default background image for the solution. For more information, see

Adapting Company Branding Images.

Users can change the default image that you set. For more information, see Personalizing My Background Image.

Note

If you use the skyline theme and users have screens larger than 14 in, more of the background image appears at the right and left edges of the screen.

If you have not specified a default background image and users have not defined a personalized image, the workspace spans the width of the screen.

Let users try the HTML5 client

If you have set the Microsoft Silverlight® client as the default client, you can allow your users to try the HTML5 client as follows:

1. Substitute your company's server address for

NNNNNN

in the following URL:

https:// myNNNNNN.crm.ondemand.com/sap/public/byd/runtime?client_type=html

.

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2. Send this URL to users who want to experience the HTML5 client.

Users' logon information is the same, regardless of whether they log on with the Microsoft Silverlight client or the HTML5 client.

Note

Users must use this HTML5 trial link at every logon, otherwise the system reverts to the default client that you have set.

Change the default client

For more information about deciding which client is best for your organization, see Choosing a Default Client

1. Choose

Adapt Company Settings Client

.

2. Choose the default client for your end users.

Change the theme

Note

● The HTML5 client requires the skyline theme. If you have defined the HTML5 client as your default client, you cannot change the theme.

● If you use the skyline theme and users have screens larger than 14 in, more of the background image appears at the right and left edges of the screen.

● If you have not specified a default background image and users have not defined a personalized image, the workspace spans the width of the screen.

You can choose a theme that best fits your company's logo or colors as follows:

1. Choose

Adapt Company Settings

.

2. Select the theme.

A preview of the theme you selected appears.

3. Save your changes.

The theme you chose appears for all users the next time they log on to the system.

Adapt screens

When you adapt a screen, your changes are applied across the organization.

● Home page

You can adapt the home page layout per role in HTML5 or in Microsoft Silverlight®. Find more information in the video below.

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● All other screens

Adaptations for screens other than the home page should be done in Microsoft Silverlight.

1. Go to Microsoft Silverlight.

If your default client is HTML5, users with administration rights can switch to Microsoft Silverlight by choosing

Adapt

Launch in Microsoft Silverlight® .

2. Enter adaptation mode and make your changes.

For more information, see Administrator Adaptation Quick Guide

9.3 Configuring Code List Restrictions

You can restrict the values available from a drop-down list by creating and maintaining code list restrictions for different business objects. By default, the system allows all the code values for a business object to be visible. You can restrict those values based on an instance field and/or a business role through a combination of the following values:

Business Object

,

Code Type

,

Business Role

and

Control Field

.

Business background

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

Caution

The code list restrictions can be maintained in Silverlight UI. However, to productively use this restrictions you are required to use the HTML5 version/client.

Important tasks

Maintain Code List Restrictions

Login with administrator authorizations and in Silverlight mode and perform the following steps:

1. Go to

Administration Business Operations Code List Maintenance Code List Restrictions

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2. In the

Code List Restrictions

screen, click on

New

to define a new restriction.

3. In the

New Code List Restriction

dialog screen, select the following:

1.

Business Object

for which you want to restrict certain code types.

2.

Code to Restrict

that is the code that you want to restrict for the business object. You can select from the code values that are displayed for the selected code type of the business object.

Note

By default, the system allows all the code values for that business object to be visible. To restrict all or some of the values, you must deselect the check boxes on the right.

3.

Business Role

for which you need to impose this restriction.

4.

Control Fields

: Additionally, apart from business object and code types, you can also choose to maintain restrictions for individual control fields. You must specify if these control fields are business or extension fields. The selection values will be displayed accordingly.

4. Save your entries.

Result: You have restricted certain code values from appearing in certain drop-downs. This restriction will be based on either a field or a business role, or a combination of both field and business role.

Example

You have made the following selections:

●

Business Object

: Sales Data

●

Code to Restrict

: Cash Discount Term Code

●

Control Field Type

: Business Field

●

Control Field

: Distribution Channel

The system displays all the available code list values for the code Cash Discount Term Code, for the business object Sales Data. You will have an option to restrict or allow the code values for the control field values

Direct

Sales

and

Indirect Sales

individually.

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9.4 Migrate Adaptation Changes

You can migrate adaptation changes from one system to another. Changes such as newly created page layouts, code list restrictions, page layout assignments, other adaptation changes, and so on can be migrated. The system downloads and uploads these changes in .xml format.

Context

Note

By default, for page layout assignments, the system only allows you to migrate instance types and not business roles.

Procedure

To export changes:

1. Go to

Adapt Export Layouts

.

2. In the

Select Page Layout

screen that appears, select the layout you want to export.

If you want to export all changes that were made in the system, select

All Layouts

.

The system saves the changes in .xml format.

To import the changes:

3. Log in to the appropriate system and go to

Adapt Import Layouts

.

4. In the

Import Adaptation from File

screen that appears, select the relevant .xml file and click

Apply

.

Your changes are visible in the system.

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9.5 Custom Business Objects

The SAP Cloud for Customer solution allows you to create and define custom business objects as per your requirements. This creates a customer-specific solution called KeyUserSolution in the SAP Cloud Applications

Studio.

Prerequisites

● You are creating the custom business object in a test system.

Note

You must only create the custom business object in one of your test systems. You can then download and upload it into your productive system and other test systems.

Creating a Custom Business Object [page 574]

This task describes how to create a custom business object.

Modeling a Custom Business Object: General [page 575]

After creating a custom business object, you model it to suit your specific requirements.

Enhancing the Script Files for Custom Business Object [page 578]

You must log on to the SAP Cloud Applications Studio in order to further implement the custom business object. You will be able to add logic to the ABSL script files of your custom business object in SAP Cloud

Application Studio.

Transporting to Productive Tenant [page 579]

Once your custom business object has been successfully published and the implementation is complete, you will need to transport it to a productive tenant. You can also transport your custom business object to another test system by following the steps mentioned in this document.

9.5.1 Creating a Custom Business Object

This task describes how to create a custom business object.

Context

To create a custom business object, you must:

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Procedure

1. Go to the Administrator work center, and select

General Settings Custom Object Builder View

.

2. Click

New

to create a new custom business object.

3. Enter name, and select

Save and Close

to save the new custom business object. You will be able to view the newly created business object in the list appearing on your screen.

While entering a name for your custom business object, you must use only alphanumeric values; however, you will not be allowed to start the name with a digit. Also, you can use capital letters; but the system does not allow you to use spaces or other special characters.

Task overview:

Custom Business Objects [page 574]

Related Information

Modeling a Custom Business Object: General [page 575]

Enhancing the Script Files for Custom Business Object [page 578]

Transporting to Productive Tenant [page 579]

9.5.2 Modeling a Custom Business Object: General

After creating a custom business object, you model it to suit your specific requirements.

Procedure

1. Open your custom business object.

2. Enter the name as you want it to appear in work centers.

3. Under

Options

, define whether or not your custom business object should allow adding

Attachments

or

Notes

.

4. Under

Advanced

, you can select the following to further define your object:: a.

Assign to Other Work Center

: Allows you to assign your business object to other work centers. The system gives you the option of selecting the work center to which you would like to assign your custom business object.

b.

With Authorization

: Allows you to assign access control for the data of your business object.

For example, by selecting

1010--employee

, you can restrict access to records based on the employee assigned to that record. Make sure you've done the following:

○ Added an employee field at the root node or sub node of your object:

Entity

type Relation to Thing

Type with

Thing

Employee

○ Flagged the field for

Used for Authorization

This enables the restriction of access based on the employee added to this field.

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You can also create a sub node for teams and add an employee field and flag that for authorization to grant access to custom object records based on employees assigned to the team.

c.

With Multiple Nodes

: Allows you to add nodes (a collection of 1:N cardinality) to the root node of your business object. This creates a tab under which you can create the sub nodes.

You can only create sub nodes for the root node, and not for other sub nodes.

d.

With Actions

: Allow you to create actions, which can be executed by the end user. This creates a tab under which you can make specific changes/assignments.

You can only add actions here. For further scripting of these actions, log on to the SAP Cloud Applications

Studio.

e.

With Approval Process

: Allows you to define approval processes for the data instances of your custom business object. You can then define and manage the approval processes, including multi step approvals, via the

Approval Processes

view of the

Administrator

work center.

f.

With Workflow Rules

: Allows you to define notification rules for your business object using workflow rules.

g.

With Data Source

: Allows you to generate data sources for the custom business object to meet your reporting needs.

h.

With Web Service

: Allows you to generate SOAP web services for the business object. By selecting this option, all elements and operations of the business object will be a part of the web service.

You can also download the WSDL file directly from the

Custom Object Builder

screen for the relevant business object.

i.

Add as Tab to Account

: Allows you to add the custom business object as a tab in the host business object thing inspector.

For the custom business object to be visible as a tab, make sure you've done the following:

○ Created an association between the custom business object and account:

Entity

type Relation to

Thing Type with Account as

Thing

○ Saved and published your changes

Task overview: Custom Business Objects [page 574]

Related Information

Creating a Custom Business Object [page 574]

Enhancing the Script Files for Custom Business Object [page 578]

Transporting to Productive Tenant [page 579]

9.5.2.1 Modeling a Custom Business Object: Fields

Add and define new fields for your custom business objects.

To add a new field, choose

Add

, and enter the relevant information:

● The name you enter (256 character limit) will display on the screen.

● Indicate whether the field is mandatory.

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● Select the entity type. Available types include:

○ Identifier

Note

If you add an identifier type field to your custom business object, the system will automatically generate a number when a new record is created.

○ Description

○ Amount

○ Quantity

○ Time

○ Web URL

○ Date

○ Decimal value

○ Indicator

○ List

Note

Use this to define your own code list.

○ Code

Note

This option allows you to use any SAP delivered code list released in our public solution model.

○ Relation to thing type

● You can reference the custom business object to another custom business object, an account, an employee, or another standard object by selecting the

Relationship to Thing Type

option.

If you selected the

Multiple Nodes

option, then you can select from the list of nodes to indicate where to add a field. You can create new nodes under the nodes tab and add new fields to it in this section.

Note

Every node must have at least one field.

When you create a new node, the system generates a dummy field, which cannot be deleted but that you can edit.

At the root node, there is a default field, which can neither be edited nor deleted.

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9.5.2.2 Modeling a Custom Business Object: Nodes

You can build the hierarchy structure of your business object by adding one or many nodes under the root node.

9.5.2.3 Modeling a Custom Business Object: Actions

After creating a custom business object, model it to suit your requirements using actions.

Context

You can add actions for each of the nodes by choosing

Add

.

Note

You can only add actions here. For further scripting of these actions, log on to the SAP Cloud Applications

Studio.

Note

The system displays certain elements that have been created for your business object by default and you cannot edit or delete these elements even in the edit mode.

Once you've finished defining your custom business object, you can:

Procedure

1.

Save

your changes and continue the modeling at a later time.

2.

Publish

to save and publish your custom business object. This creates the business object in your back-end system, triggers the UI generation for your custom business object, and activates it.

Once you have published your custom business object, you can also use ODATA Explorer to generate a custom ODATA service.

9.5.3 Enhancing the Script Files for Custom Business Object

You must log on to the SAP Cloud Applications Studio in order to further implement the custom business object.

You will be able to add logic to the ABSL script files of your custom business object in SAP Cloud Application

Studio.

Parent topic: Custom Business Objects [page 574]

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Related Information

Creating a Custom Business Object [page 574]

Modeling a Custom Business Object: General [page 575]

Transporting to Productive Tenant [page 579]

9.5.4 Transporting to Productive Tenant

Once your custom business object has been successfully published and the implementation is complete, you will need to transport it to a productive tenant. You can also transport your custom business object to another test system by following the steps mentioned in this document.

Procedure

1. Select the custom business object with the status

Published

. You can see the status of your business object in the

Custom Object Builder

tab.

2. Select the

Mark for Transport

icon under the actions column.

Only business objects with the status

Published

will have the option of being marked for transport. You can mark more than one published custom business object for transport. This helps to download all relevant business objects together.

3. The status of the business object changes to

Marked for Transport

.

4. After all the relevant business objects have been

Marked for Transport

, click on

Prepare Download

. The system saves the download in a zip folder.

5. Login to the relevant productive tenant.

6. Navigate to the

Administrator

work center, and select the

Custom Object Builder

tab.

7. Click on

Upload via Control

, and select the relevant zip file to upload the custom business objects.

Results

● The system displays a Version Number, which shows you the different versions of the same custom business object that have been uploaded with modification.

● The system does not include the assigned business roles in the transport. The business role must be assigned again in the deployed system.

Note

After transport to a productive tenant, the system does not allow you to delete the custom business objects.

Task overview:

Custom Business Objects [page 574]

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Related Information

Creating a Custom Business Object [page 574]

Modeling a Custom Business Object: General [page 575]

Enhancing the Script Files for Custom Business Object [page 578]

9.6 Administrator Adaptation Quick Guide (HTML5)

Learn how to change the look and feel of the SAP solution for all users by changing layout settings, adding mashups and fields, as well as defining extension fields for further usage.

Caution

Please note that this document is relevant only for HTML5-based screens. Either the described function is available only in HTML5, or its HTML5 version differs from the Microsoft Silverlight

®

version. To use this function in the Microsoft Silverlight client, please log on to the Microsoft Silverlight-based screen and follow the instructions in the corresponding help document.

Your solution is HTML5-based if the system URL contains /HTML5. Your solution is Microsoft Silverlight-based if a

Silverlight

pop-up window appears when you right-click anywhere on the screen.

This document describes all functions that can be accessed by an administrator using the

Adapt

menu.

Administrators can change the look and feel of the SAP solution for all users by changing layout settings, adding mashups and fields, as well as defining extension fields for further usage. The administrator can also determine the client type to be used by all users.

You find the

Adapt

menu in the title bar. By selecting the

Company Settings

option, you can change settings such as the preferred client. Select the

Edit Master Layout

option to make personalized changes for all users. For example, if you want to change the screen layout and add fields or mashups for all users. From the

Adapt

menu you can also launch your solution in the Microsoft Silverlight

®

client, where you all administrator work centers are found.

The following changes can be made in

Adaptation

mode:

●

Screen Layout

You can show and hide fields and screen sections, rename fields and sections, change the order and position of fields and sections, and adapt the way in which tables are displayed on your screen.

●

Extension Fields

You can create an extension field and add it to screens, form templates, analytical data sources and reports, extension scenarios, and Enterprise Search categories.

●

Mashups and Web Services

You can add preconfigured mashups or mashups that have been created by an administrator to your screen.

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Caution

The

Adapt

mode can only be used by administrators assigned to the

Flexibility Change Log

view in the

Application and User Management

work center. The

Application and User Management

work center can only be accessed in the Microsoft Silverlight

®

client.

Tasks

Edit Company Settings

As an administrator, you can change the client type used by all users. This way, you can determine whether all users use either the HTML5 or Microsoft Silverlight

®

client.

To change the client type for your company, proceed as follows:

1. Open the

Adapt

menu in the title bar and select

Company Settings

.

2. In the

Client

tab, open the dropdown list and select the preferred client for all users.

You can choose between

HTML5

and

Silverlight

.

3. Click

Save and Close

.

Note

Note that the preferred client will be used for all users the next time they log on to the system.

You can disable end user personalization. To perform this setting, proceed as follows:

1. Go to the

Adapt

menu in the title bar and select

Company Settings

.

2. In the

Personalization Settings

section, select the

Disable End User Personalization Features

checkbox, which prevents end users from personalizing their screens.

3. Click

Save and Close

to save your changes.

Note

The option of personalization will not appear for all users the next time they log on to the system.

Any personalization settings maintained by the users prior to disabling of the option are retained. They will not be able to make any further changes except personalizing the background image.

You can set auto logoff time for all users in your company. To do so, proceed as follows:

1. Go to

Adapt

, and click on

Company Settings

.

2. In the

Auto Logoff

tab, open the dropdown list and select the preferred time duration when inactive users will be automatically logged off the system.

3. Click

Save

or

Save and Close

to save your changes.

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Set up Company Branding Images

As an administrator, you can adapt the look and feel of your SAP solution to suit your company’s need. You can adapt the company logo and related settings in the title bar. You can also set a default background image for your

SAP solution. The changes will be visible to all users the next time they log on to the system.

Note

You cannot adapt the system watermark in the title bar, because the watermark indicates the nature of your system. For more information, see Watermark.

From the

Adapt

menu, select

Edit Master Layout

. Once the system is in adaptation mode, again click on

Adapt

, and select

Company Branding Images

.

Adapt Default Background Image

1. To upload a background image, in the

Background

tab, drag and drop an image file. The image file should be in .png or .jpg format. We recommend that the size of the image is the size of your screen resolution. The size of the image cannot exceed 1MB.

Note

This feature is not supported for IE9 browser.

2. To save your changes, click

OK

. This background image is the default background image of your SAP solution. The default background image is visible to all users who have not personalized their background image settings.

Note

To remove your selected background image, in the

Company Branding Images

screen, click

Clear

. To remove all the branding images and related settings, in the

Company Branding Images

screen, click

Reset All

.

Adapt Header Bar

1. To adapt the header bar, go to

Header Bar

tab. Drag and drop the required image file. The image file should be in .png or .jpg format. We recommend that the size of the image is the size of your screen resolution. The size of the image cannot exceed 1MB.

Note

This feature is not supported for IE9 browser.

2. Click

OK

to save the settings.

Note

To remove your selected header image, in the

Company Branding Images

screen, click

Clear

. To remove all the branding images and related settings, in the

Company Branding Images

screen, click

Reset All

.

Adapt Your Company Logo

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Note

It is not possible to maintain multiple logos on the system. You will be able to maintain only one logo for all the companies that are maintained on a system.

1. To upload a company logo, in the

Logo

tab, drag and drop an image file. The image file should be in .png or .jpg format. We recommend that the height of the image is 20 pixels. The size of the image cannot exceed 1MB.

Note

This feature is not supported for IE9 browser.

2. To save your changes, click

OK

.

Note

To remove your selected logo image, in the

Company Branding Images

screen, click

Clear

. To remove all the branding images and related settings, in the

Company Branding Images

screen, click

Reset All

.

Personalize Your Solution For All Users

As an administrator, you can personalize the screen for all users regarding system settings, layout settings, and content. You can easily add mashups, fields, tabs and tables, organize queries, or hide items on the screen.

To personalize your solution for all users, proceed as follows:

1. Go to the

Adapt

menu in the title bar and select

Edit Master Layout

.

2. You can make personalized changes which will be applied for all users.

3. When you have finished personalizing the solution for all users, go to

Adapt

and select

End Layout Changes

.

For more information on how to personalize your solution, see About Personalization (HTML5).

Note

In

Adaptation

mode, administrators personalize the solution for all users. You can easily recognize that you are making personalized changes for all users by the watermark in the title bar saying

Changes will be applied for all users

.

Note

Note that your changes are saved automatically and take effect immediately.

Note

Note that implicit changes in

Adaptation

mode, such as list and column sorting, take effect for all users.

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Create an Extension Field

As an administrator working in

Adaptation

mode, you can create and use extension fields. Extension fields are additional fields that administrators can add to an SAP cloud solution.

Administrators can create extension fields for a screen that has been enabled for extension fields. The field can then be added to other screens, form templates, analytical data sources and reports, and so on.

For more information on how to create and use extension fields, see the Extension Fields Quick Guide.

Change Properties of a Field

You can change the properties of a field to mandatory or read-only. Additionally you can make a field visible on a screen.

1. Select the screen where you want to change the properties of fields. Click

Edit

.

2. Go to the

Adapt

menu in the title bar, and select

Edit Master Layout

. The screen opens in the adaptation mode.

3. Place the cursor on the field that you want to change. The field gets highlighted in yellow, and a floating tool bar appears to its right.

4. Click on the

Change Properties

icon. This opens a pop up box with check boxes for

Mandatory

,

Read-Only

, and

Visible

properties. You now have the option to select one of the properties for the selected field.

5. Click

Apply

. The selected settings are applied to the field.

6. Go to the

Adapt

menu in the title bar, and select

End Layout Changes

. Login again to the system to view the changes.

Result:

○ The fields that you have selected to mark as

Mandatory

now have the mandatory indicator (*).

○ The fields that you have selected to mark as

Read-Only

appear grayed out, and do not allow the user to change the contents.

○ The fields you have selected as

Visible

now appear on the screen.

Note

○ To remove a field from the screen, click

Hide Field

in the floating menu.

A field marked as mandatory cannot be removed from the screen.

○ To show a field which is removed from the screen, proceed as follows:

1. In the adaptation screen, place the cursor on any field of the screen section where you want to make the removed field available again.

2. In the floating toolbar, click on

Add Items

icon, and select

Add Fields

.

3. The selection box that opens has a list of all the fields that you have removed from the screen section. Select the ones that you want to be visible on the screen, and click

Apply

.

Create Page Layout

As an administrator, you can create a new page layout specific to certain users or instances..

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To create a new page layout:

1. Go to the

Adapt

menu in the title bar and select

New Page Layout

.

2. Enter the

Name

and

Description

for your new page layout, and click

OK

.

3. You can make personalized changes which will be applied to assigned business users or instances

4. When you have finished, go to

Adapt

and select

End Layout Changes

.

Note

In

Adaptation

mode, you can recognize that you are making personalized changes for a particular page layout by the watermark in the title bar that reads

Changes will be applied to page layout <page layout name>

.

Edit Page Layout

As an administrator, you can change or update an already existing page layout.

1. Go to the

Adapt

menu in the title bar and select

Edit Page Layout

.

2. In the

Select Page Layout

dialog box, select the relevant page layout that you wish to make changes to, and click

OK

. You also have the option of renaming your page layout.

3. Once all the required changes or updates have been made, go to

Adapt

and select

End Layout Changes

.

Note

While editing a page layout, if you change the label of a field, the system applies the change to the master layout. Only property changes to a field like making it either visible, mandatory, or read-only, while editing a page layout will be considered as a page layout adaptation.

Assign Page Layout

As an administrator, you can assign page layouts to specific business users or instances. The changes that have been made in the page layouts will only apply to the assigned roles or instances.

1. Go to the

Adapt

menu in the title bar and select

Assign Page Layout

.

2. In the

Assign Page Layout

screen, select the relevant

Business Object

from the dropdown.

Note

The system only displays the business objects related to fields whose property has been changed within that particular page layout.

3. Based on the selected business object, select the relevant

Instance Type

.

4. The system generates certain business users and instances against which you can assign the relevant page layouts.

Note

It is not mandatory to select the

Instance Type

. The system generates data with just the

Business Object

selection.

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5. Click

Save

after all the assignments have been made.

Delete Page Layout

The

Delete Page Layout

option deletes the selected page layout along with all the changes or adaptations made as part of the page layout.

To delete an existing page layout, go to the

Adapt

menu in the title bar, and select

Delete Page Layout

. In the

Select Page Layout

dialog box, select the page layout that you want to delete, and select

Delete

.

Migrate Adaptation Changes

You can migrate adaptation changes from one system to another. Changes such as newly created page layouts, code list restrictions, page layout assignments, other adaptation changes, and so on can be migrated. The system downloads and uploads these changes in .xml format.

● To download the changes, go to

Adapt Export Layouts

In the

Select Page Layout

pop-up that opens, you must select either the

All Layouts

,

Master Layout

or any other

Page Layout

that you wish to export. You can select the

All Layouts

option in cases where you would like to export all changes made in the system. The system saves the changes in an .xml format.

Note

By default, for page layout assignments, the system only allows you to migrate instance types and not business roles.

● To upload the changes:

1. Log in to the appropriate system, and go to

Adapt Import Layouts

to import the changes.

2. In the

Import Adaptation from File

pop-up, select the relevant .xml file, and click

Apply

.

Your changes will be visible in the system.

Discard Your Personalization Changes for All Users

If you want to remove administrator changes for all users on the current screen, you can discard all personalization changes and revert to the original screen of your SAP solution.

To revert the current screen for all users, navigate to the

Adapt

menu in the title bar and select

Discard Screen for

All Users

. This discards all changes that the administrator made to the current screen. For example, if you added new sections, fields and mashups to a screen and click

Discard Screen for All Users

, all changes to screen layout and embedded mashups are discarded.

While working in the

Edit Master Layout

mode, you will also find a

Discard Changes

icon in sections and tables. By clicking , you will undo the personalization for the highlighted section or table only. For example, if you’ve

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added fields to a section, you can remove them by clicking , but the rest of the personalized screen remains the same.

Launch Microsoft Silverlight Version

Although you, as an administrator, are working in the HTML5 client of your solution, you need to launch your solution in the Microsoft Silverlight

®

client to access all administrator work centers, such as

Application and User

Management

,

Business Analytics

,

Business Configuration

and

Organizational Management

.

To launch your solution in the Microsoft Silverlight

®

client, proceed as follows:

1. Go to the

Adapt

menu in the title bar and select Launch in Microsoft Silverlight® .

A new browser window opens in the Microsoft Silverlight

®

client, where you can access all administrator work centers.

2. When you have finished working in

Silverlight

, you can close the

Silverlight

browser window and go back to the

HTML browser window of your solution.

Note

When you are using both clients, you can easily verify the client version. Your solution is HTML5-based if the system URL contains /HTML5. Your solution is Microsoft-Silverlight-based if a

Silverlight

pop-up window appears when you right-click anywhere on the screen.

Review Your Adaptation Changes

You can track all changes made by administrators in

Adaptation

mode in the

Flexibility Change Log

. Launch

Silverlight

and navigate to

Application and User Management Business Flexibility Flexibility Change Log

.

For more information, see the Flexibility Change Log Quick Guide.

To view the

Flexibility Change Log

in

Silverlight

, proceed as follows:

1. Go to the

Adapt

menu in the title bar and select Launch in Microsoft Silverlight® .

2. A new browser window opens on the basis of

Silverlight

.

3. In

Silverlight

, go to

Application and User Management Business Flexibility Flexibility Change Log

.

4. In the

Flexibility Change Log

you can view all changes that have been made in

Adaptation

mode.

Review Migrated Content

As an administrator, you can track details of all the adaptation changes that have been exported or imported from your system. To do this, you must launch

Silverlight

and navigate to

Administrator General Settings

Content Transfer

.

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To view the

Content Transfer

in

Silverlight

, please follow these steps:

1. Go to the

Adapt

menu in the title bar and select Launch in Microsoft Silverlight® .

2. A new browser window opens on the basis of

Silverlight

.

3. In

Silverlight

, go to

Administrator General Settings Content Transfer

.

4. You will see a list of all the adaptation changes that have been imported or exported. The table displays the following columns:

○

Export Indicator

: Displays whether the xml file has been imported or exported. If the checkbox is selected, then the file has been exported. If not, the file has been imported.

○

Name

: Displays the link to the details of the export or import. Clicking on this link will display the individual migrated items that have been changed or updated in the system.

○

Base XML Version

: Displays the version being imported or exported.

Note

If you are exporting the adaptations changes for the first time from your system, the base xml version will be 1. After the first export, if you make further adaptation changes to the system and export the changes a second time, the base xml version will be 2.

Creating and Maintaining Code List Restrictions

As an administrator, you can restrict certain code types for business objects in the

Adaptation mode

. Launch

Silverlight

and navigate to

Administrator General Settings Code List Restrictions

.

1. To create code list restrictions:

1. Go to the

Adapt

menu in the title bar and select Launch in Microsoft Silverlight® .

2. A new browser window opens on the basis of

Silverlight

.

3. In

Silverlight

,

Administrator General Settings Code List Restrictions

.

4. Click

New

to launch the quick create box

New Code List Restriction

.

5. Select the

Business Object

for which you want to restrict certain code types, and select the code that you want to restrict.

Note

Business Object

and

Code to Restrict

are mandatory fields.

6. You can also select the

Control Field Type

and

Business Role

based on which the restriction criteria will be streamlined. However, these are not mandatory fields.

7. Click:

○

Save

to save your code list restriction.

○

Save and New

to save your current code list restriction and open a new quick create box to create a new restriction.

○

Save and Open

to save your current code list restriction and open it in maintenance mode.

2. To maintain code list restriction:

1. Select the Code to

Restrict

that you want to maintain from the table.

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2. The system displays the code values for the selected code type based on the business object selected. By default, the system allows all the code values for that business object to be visible. To restrict all or some of the values, you must uncheck the boxes on the right.

Note

If you have selected only the mandatory fields

Business Object

and

Code to Restrict

while creating the restriction, then only the code values used in that business object appear on the screen and you can restrict the necessary values without any exceptions.

However, if you have selected the

Control Field Type

as either

Business Field

or

Extension Field

, along with the mandatory fields, then the system displays the code values for all the control field values. You can make specific restrictions for each of these control field type values.

Example

You have made the following selections:

○

Business Object

: Sales Data

○

Code to Restrict

: Cash Discount Term Code

○

Control Field Type

: Business Field

○

Control Field

: Distribution Channel

The system displays all the available code list values for the code Cash Discount Term Code, for the business object Sales Data. You will have an option to restrict or allow the code values for the control field values

Direct Sales

and

Indirect Sales

individually.

3. Save the changes.

Result: You have restricted certain code values from appearing in certain drop-downs. This restriction will be based on either a field or a business role, or a combination of both field and business role.

View Change History

As an administrator, you can view all the layout changes that have been made in your system along with details like the type of change, the user who created it, the date on which it was created, and so on. To do this, you must launch

Silverlight

and navigate to

Administrator General Settings Layout Change History

.

To view the Change History in

Silverlight

, please follow these steps:

1. Go to the

Adapt

menu in the title bar and select Launch in Microsoft Silverlight® .

2. A new browser window opens on the basis of

Silverlight

.

3. In

Silverlight

, go to

Administrator General Settings Layout Change History

.

4. You will see a list of all the layout changes that have been made in the system. The table displays the following columns:

○

Type

: Displays the type of layout change, whether it is an added extension field, field property change, label change or so on.

○

Created By

: Displays the user who has made the particular layout change.

○

Created On

: Displays the date and time on which the change has been made.

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○

UI Component

: Displays the UI component to which the change has been made.

○

Layout

: Displays the layout name in which the change has been made.

○

Layout ID

: Displays the ID of the changed layout.

Note

Additionally, you also have the option of grouping your change history based on either

UI Component

or

Layout

by selecting the

Sort

icon.

Enable HTML Client in Silverlight

After completing the first steps in the

Silverlight

version of your solution (for example, setting up

Business

Configuration

,

User Management

), you can change the default client for all users.

To change the default client for all users, see Edit Company Settings.

9.7 Administrator Adaptation Quick Guide (Microsoft

Silverlight®)

Administrators can change the look and feel of the SAP solution user interface by changing the theme and adapting company branding images.

This document describes all changes that can be made by an administrator using the

Adapt

menu. Adaptation mode allows administrators to make changes to a screen, try out the changes, and then publish the changes so that they are available to other users.

The following changes can be made in adaptation mode:

●

Screen Layout

You can show and hide fields and screen sections, rename fields and sections, change the order of fields and sections, and adapt the way in which tables are displayed.

●

Extension Fields

You can create an extension field and add it to screens, form templates, analytical data sources and reports, extension scenarios, and Enterprise Search categories.

●

Mashups and Web Services

You can make preconfigured mashups or mashups that have been created by an administrator visible on screens. You can also access the activities for creating new mashups.

Note

The administrator must be assigned to the

Flexibility Change Log

view in the

Application and User Management

work center. Administrators who are not assigned to this view are not authorized to use the

Adapt

menu.

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Tip

After completing the first steps in the

Silverlight

version of your solution (for example, setting up

Business

Configuration

,

User Management

), you can change the default client for all users. To change the default client for all users, see Change Preferred Client.

Business background

Business Flexibility

Business flexibility enables administrators to adapt and extend the SAP solution as well as integrating it with external services.

For more information, see Business Flexibility.

Extension Fields

Administrators can create extension fields using the adaptation function, which allows you to create an extension field for a specific screen and then add that field to other screens, form templates, data sources and reports, and enterprise search categories.

For more information, see Extension Fields Quick Guide.

Mashups and Web Services

Mashups are used to integrate data from the SAP solution with data provided by an online Web service or application. Users can access the content provided by these Web services and applications and use it in their daily work. Mashups can include Web searches, company or industry business information or online map searches.

For more information, see

Mashups and Web Services

in the Help Center of your solution.

Tasks

Adapt Company Settings

You can replace the default SAP solution logo with your company logo. You can also add a new image to the

Getting Started

section of the

Overview

view in the

Home

work center.

For more information, see Adapt Company Settings.

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Adapt Company Branding Images

You can adapt the company logo and related settings in the title bar. You can also set a default background image for your SAP solution.

For more information, see Adapting Company Branding Images.

Disable End User Personalization

As an administrator, you can determine if the end users are allowed to personalize their screens. To perform this setting, proceed as follows:

1. Go to the

Adapt

menu in the title bar and select

Company Settings

.

2. In the

Personalization Settings

section, select the check box against

Disable End user Personalization Features

to prevent end users from personalizing their screens.

3. Click

Save and Close

to save your changes.

Note

The option of personalization will not appear for all users the next time they log on to the system.

Any personalization settings maintained by the users prior to disabling of the option are retained. They will not be able to make any further changes except personalizing the background image.

Enter Adaptation Mode

1. Navigate to the screen where you want to make your changes.

2. From the

Adapt

menu, select

Enter Adaptation Mode

.

You are now in adaptation mode and can see any administrator changes that were made previously and which have not yet been published. You can navigate through different screens while still in adaptation mode and see how your changes look. Note that you are still working in your productive system so any changes you make will have an immediate effect on your data.

3. While in adaptation mode, from the

Adapt

menu, choose

Edit Screen

.

The adaptation panel opens on the right side of the screen. It has the following sections:

○

Screen Layout

: In this section, you can adapt the content and layout of the screen.

Tip

If you save your changes to the screen layout, then make further changes and click

Save

, an exception may occur. In this case, proceed as follows:

Close the

Adaptation

side panel and reopen it via

Adapt Enter Adaptation Mode

. Make your changes and save them.

○

Extension Fields

: In this section, you can view and edit existing extension fields and create new extension fields.

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○

Mashups and Web Services

: In this section, you can add mashups to the screen and access the activities for creating new mashups.

For more information about how to make changes to the screen layout, extension fields, and mashups, see the corresponding sections below. For more information about managing your changes, see the Managing

Your Changes section of this document

Hide a Screen Section

1. From the

Adapt

menu, select

Enter Adaptation Mode

.

2. In adaptation mode, from the

Adapt

menu in the screen that you want to adapt, select

Edit Screen

.

The adaptation panel opens.

3. In the

Screen Layout

section of the adaptation panel, in the

Sections

table, select a screen section that you want to hide. The selected section is marked in yellow on the screen to the left of the adaptation panel.

4. To hide the screen section, in the

Section

table, deselect the

Visible

checkbox.

Tip

Under the

Sections

table, you can adjust the title of the screen section.

5. To save your changes to the current screen, click

Save

.

6. To make your changes visible to all users, click

Publish

.

Display and Rename a Field

1. From the

Adapt

menu, select

Enter Adaptation Mode

.

2. In adaptation mode, from the

Adapt

menu in the screen that you want to adapt, select

Edit Screen

.

The adaptation panel opens.

3. In the

Screen Layout

section of the adaptation panel, in the

Sections

table, select the screen section where the field that you want to adapt is located. The selected section is marked in yellow on the screen to the left of the adaptation panel.

4. In the

Fields

table, select the field that you want to display.

5. To display the field in the screen, in the

Fields

table, select the

Visible

checkbox.

Note

If you deselect

Visible

checkbox, you can hide a field on the screen. You can not remove from the screen a field that is marked as mandatory (with an *).

6. To adjust the display sequence of the field, in the

Fields

table, use the arrow buttons to move the field up or down.

7. Under the

Fields

table, rename the title of the field as needed.

Tip

You can also rename a field displayed in the identification region at the top of your business documents.

However, you cannot make a hidden field visible in the identification region.

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8. To save your changes to the current screen, click

Save

.

9. To make your changes visible to all users, click

Publish

.

Mark fields as Mandatory or Read Only

1. From the

Adapt

menu, select

Enter Adaptation Mode

.

2. In adaptation mode, from the

Adapt

menu in the screen that you want to adapt, select

Edit Screen

.

The adaptation panel opens.

3. In the

Screen Layout

section of the adaptation panel, in the

Sections

table, select the screen section where the field that you want to adapt is located. The selected section is marked in yellow on the screen to the left of the adaptation panel.

4. In the

Fields

table, select the field that you want to mark as mandatory or read only.

5. Under

Field Properties

, select the

Mandatory

or

Read Only

checkbox as needed.

6. To save your changes to the current screen, click

Save

.

7. To make your changes visible to all users, click

Publish

.

Adapt a Table

1. From the

Adapt

menu, select

Enter Adaptation Mode

.

2. In adaptation mode, from the

Adapt

menu in the screen that you want to adapt, select

Edit Screen

.

The adaptation panel opens.

3. In the

Screen Layout

section of the adaptation panel, in the

Sections

table, select the screen section that corresponds to the table that you want to personalize. The selected section is marked in yellow on the screen to the left of the adaptation panel.

In the

List of Fields

table, all visible and hidden columns in the table are displayed.

4. To display a hidden column in the table, select the

Visible

checkbox of the column.

5. To adjust the display sequence of the column, use the arrow buttons to move the field up or down.

6. To adjust the appearance of the table, click

Display Settings

.

In the

Display Settings

dialog box, you can define the number of rows that should be displayed, select a table design and show or hide grid lines.

7. To configure the sort order of each column, click

Configure Sorting

.

In the

Configure Sorting

dialog box, select a column for which you want to define a sort order and use the arrow keys add it to the list. Select a sort option from the dropdown list.

8. If the table contains values, for example, the total amount of a sales order, you can configure calculation settings by clicking

Configure Calculations

.

In the

Configure Calculations

dialog box, select a column that contains a calculation and select one of the following options:

○

Count Table Entries

: When you group the table by a given value, the number of items found belonging to each grouping value is displayed on the grouping row.

○

Display Result Rows at Top of Table

: Display the result row of calculations at the top of the table instead of at the bottom.

○

Display Intermediate Results for Sorted Columns

: Display calculation results for grouped rows.

○

Display Intermediate Results Only

: Display intermediate result rows only.

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Note

Note that if the table does not contain calculations, the list of columns in this dialog box is empty.

9. To save your changes to the current screen, click

Save

.

10. To make your changes visible to all users, click

Publish

.

Create an Extension Field

For more information about creating and using extension fields, see the Extension Fields Quick Guide.

Make a Mashup Visible on a Screen

For more information, see Make a Mashup Visible on a Screen.

Create a New Mashup

You can create a new data, URL, or HTML mashup by selecting an option from the

New

menu.

For more information, see the Mashup Authoring Quick Guide.

Managing Your Changes in Adaptation Mode

Trying Out Your Changes

After saving your changes in the adaptation panel, you can try out how the changes look and work in the system before making them visible to all users. You do this while still in adaptation mode. Note that you cannot save any data while in adaptation mode.

1. After saving your changes by clicking

Save

, close the adaptation panel.

Note

You are still in adaptation mode and can now view your changes. Note that in adaptation mode any changes you make to data will have an immediate effect. The only difference between adaptation mode and normal system access is that you can see administrator changes that are not visible to other users.

For example, if you have renamed a field on a screen and want to see what it looks like, you can close the adaptation panel and view the field while still in adaptation mode, or to check that a mashup is working correctly, you can trigger the mashup on the screen by entering the relevant data and then check that it displays properly.

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2. If necessary, select

Edit Screen

from the

Adapt

menu to make any further changes.

3. If you are satisfied, then you can publish your changes. See below for more information.

Publishing Your Changes

When you are satisfied with your changes, you can publish them. This makes your changes visible to all users.

1. Navigate to the section of the adaptation panel where you made the changes, for example,

Screen Layout

.

2. Click

Publish

.

All saved and not published changes that have been made to the screen in this section of the adaptation panel are published. Note that when you publish changes, you only publish those changes which were made in the section of the adaptation panel in which you are currently located. For example, if you are in the

Mashups and

Web Services

section and click

Publish

, only your changes to embedded mashups will be published.

3. You will be prompted to choose whether or not you want to overwrite changes that have been made to the screen by other users using the

Personalize This Screen

function.

○ If you choose to overwrite their changes, then all personalization changes that have been made to the screen are discarded. This includes all changes made on the

Screen Layout

pane and the

Mashups/Web

Services

pane of the

Personalize

side panel.

○ If you choose to publish your changes and keep personalization changes made by other users, then note that some users may not be able to see your changes unless they were to delete their personalization changes.

Discarding Unpublished Changes

If you have made changes that you do not want to keep, you can discard them. You can only discard unpublished changes to a screen. Published changes can only be removed using the revert function.

1. Navigate to the section of the adaptation panel where you made the changes, for example,

Screen Layout

.

2. Click

Discard

.

All saved and not published changes that have been made to the screen in this section of the adaptation panel are discarded. For example, if you are in the

Mashups and Web Services

section and click

Discard

, only your not published changes to embedded mashups are discarded.

Reverting to the Original Screen

If you want to remove all administrator changes from a screen, you can revert to the original screen as delivered by SAP and partners. This can be done separately for each different type of change that can be made from the adaptation panel.

1. Navigate to the section of the adaptation panel where you made the changes, for example,

Screen Layout

.

2. Click

Revert

.

All published and not published changes that have been made to the screen in this section of the adaptation panel are discarded and the original set up provided by SAP or the partner is displayed. For example, if you

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are in the

Mashups and Web Services

section and click

Revert

, only the published and not published changes to embedded mashups are discarded and the original set up for embedded mashups is displayed.

Note

Using the flexibility change log, you can track changes that administrators have performed in adaptation mode.

Navigate to

Application and User Management Business Flexibility Flexibility Change Log

. For more information, see Flexibility Change Log Quick Guide.

9.8 Extension Fields Quick Guide

Extension fields are additional fields that administrators can add to a cloud solution from SAP.

Administrators can create extension fields for a screen that has been enabled for extension fields. The field can then be added to other screens, form templates, analytical data sources and reports, and so on.

Note

To create extension fields you must be assigned to the

Flexibility Change Log

view in the

Application and User

Management

work center. For more information, see Flexibility Change Log Quick Guide.

Business background

Business Contexts

When you first create an extension field, you navigate to a screen on which you want it to appear and add it to a section of the screen. Each screen section is based on an underlying business context. The business context typically corresponds to part of a business document or other object, for example, the header data of a sales order. The business context is used to determine which other screens you can add the field to and, in addition, the form templates, analytical data sources and reports, enterprise search categories, and extension scenarios that the field can be added to.

Extension Field Types

The following table lists the different field types available and the settings you can make for each field type. For example, you can define a default value that is automatically entered in the field but which can be overwritten by the user. For some field types you can also define a calculation rule, for example, in order to combine data from two different fields into one field.

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Table 120:

Field Type

Text

Amount

Indicator

Date

Decimal Number

E-Mail Address

List

Quantity

Time

Web Address

Default Value

Yes

Calculated Field

Yes

Yes: Default value and default currency

Yes

Yes No

Yes

Yes

No

Yes

Yes

Yes

No

No

Yes: Default quantity and de­ fault unit of measure

Yes

Yes

Yes

No

No

Other Settings

None

None

None

None

You can specify the field length and the number of dec­ imal places.

None

You must define a list of val­ ues that can later be selected from the dropdown list by users.

If you have multiple system languages then you must en­ ter a value for each language.

For example code 101 corre­ sponds to the first entry in the list. If you have multiple lan­ guages then you have to maintain an entry for this code in each language. Code

102 then corresponds with the second entry in the list, and so on. To add more en­ tries click

Add

. You can also enter your own code for each entry, if required.

None

None

None

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Tasks

Create a New Extension Field

For more information, see Create an Extension Field.

Make an Existing Extension Field Visible on a Screen

If you have already created an extension field then you can add it to other screens that are based on the same business context. For example, if you originally created an extension field on the

New Sales Order

screen in the

Sales Order - General Information

business context, you can also add it to other screens in which the

Sales Order -

General Information

business context is used.

To add an existing extension field to a screen, do the following:

1. Navigate to a screen where you want to add the extension field.

2. From the

Adapt

menu, select

Enter Adaptation Mode

.

3. In adaptation mode, select

Edit Screen

from the

Adapt

menu.

The side panel opens.

4. Click on the

Extension Fields

section of the side panel.

A list of screen sections to which an extension field can be added is displayed.

5. Select a section from the list, or alternatively, click on a section that has been enabled for extension fields on the screen.

A list of available extension fields is displayed. Extension fields that have not been made visible for the screen are listed but the

Visible

checkbox is not selected.

6. Select the

Visible

checkbox beside the field that you want to make visible on this screen.

Note that if you want to make an extension field visible on a screen but want it to be read-only, for example, on a fact sheet or the review step of a guided activity, select the

Display Only

checkbox.

7. Save your changes and close the side panel.

Make an Extension Field Display Only

You can make an extension field that is otherwise editable read-only on selected screens. For example, you might want an extension field on a fact sheet or review step of a guided activity to be read-only whereas it should be possible to edit the field on other screens.

1. In the adaptation side panel, under

Extension Fields

, select the extension field from the list.

2. Select the

Visible

checkbox.

3. Under

Properties

, select the

Display Only

checkbox.

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Add an Extension Field to a Form Template

You can add an extension field to form templates that are based on the same business context as the extension field. You then have to edit the template using Adobe LiveCycle Designer to make the field visible in the template.

1. In the adaptation side panel, select the extension field from the list and, under

Field Properties

, click the

Further Usage

link.

2. On the

Form Templates

tab of the

Further Usage

screen, you can view a list of all form templates to which you can add the field. This is determined by the business context in which you created the field.

Note that if you created the field in a business context that corresponds to a business partner role (such as

Account - General Information

or

Contact - General Information

) you will be able to choose in which role you want to add the field to the template.

3. To add a field to a template, select the template from the list and select the editor from the

Add Field and Edit

menu button.

When you select an option from the menu, the system adds the new field to the form data structure on which the form template is based. You then edit the form template using Adobe LiveCycle Designer.

For more information about using Adobe LiveCycle Designer, see the product documentation.

Add an Extension Field to Data Sources and Reports

You can add an extension field to a data source that is based on the same business context as the extension field.

You can then add the extension field to any existing reports based on this data source, or create new reports containing the extension field.

Add an Extension Field to the Search

You can add an extension field to the search. This allows users to search for values entered in the extension field using the worklist search in a work center view, and using the enterprise search.

Add an Extension Field to Additional Business Contexts

If the business context in which you have created an extension field is closely related to another business context then you have the option of adding the extension field to this second business context. There is no flow of data between additional business contexts.

1. In the adaptation side panel, select the extension field from the list and, under

Field Properties

, click the

Further Usage

link.

2. On the

Additional Business Contexts

tab of the

Further Usage

screen, you can view any additional business contexts.

3. Select the business context and click

Add Field

.

You can now make the extension field visible on screens, form templates, and so on, that are based on this business context.

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Add an Extension Field to a Microsoft Excel® Template

You can add an extension field to Microsoft Excel templates that are based on the same business context as the extension field.

For more information, see Maintain Microsoft Excel® Templates.

Add an Extension Field to an Extension Scenario

You can add an extension field to an extension scenario.

Use an Extension Field in a Mashup

You can use extension fields as a parameter in a mashup.

For more information about how to create a mashup that uses an extension field, see Create a Mashup for an

Extension Field.

Delete an Extension Field

1. In the adaptation side panel, under

Extension Fields

, select the extension field from the list.

Note that you cannot delete an extension field that is currently being used in the calculation rule of a calculated extension field.

2. Click

Remove

.

The extension field is removed from all screens, form data structures, reports, data sources, extension scenarios, and Enterprise Search categories.

Deactivate an Extension Field in Extension Scenarios

You can deactivate an extension field in extension scenarios.

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9.8.1 Create an Extension Field

You can create extension fields using the

Adapt

function.

Overview

Administrators can create extension fields using the adapt function.

Prerequisites

● The administrator has been assigned to the

Flexibility Change Log

view in the

Application and User

Management

work center. This is required to use adaptation mode.

● The administrator must be authorized to access any screens, form templates, and reports to which the extension field should be added.

Procedure

1. Navigate to a screen where you want to add the new field.

2. From the

Adapt

menu, select

Start Personalization for All Users

.

At the top of the screen the message

Changes will be applied for All Users

is displayed.

Adaptation mode allows you, as an administrator, to make changes to a screen and then try out your changes before publishing them and making them available to all users.

3. In adaptation mode, place your cursor over the screen element where you want to add an extension field and choose or

Add Fields

.

The

Additional Fields

dialog box appears.

4. In the

Additional Fields

dialog box choose

New Field

.

The

Extension Field

dialog box opens.

5. 1. In the

Extension Field

dialog box, the system displays the business context to which you have chosen to add the field. The business context is determined based on the screen section that you selected.

If you have tried to create an extension field in a screen section that is based on two different business contexts then you can choose which one better suits your purpose. For example, you may have to choose between adding an extension field at header level of a business document or at item level.

The business context is used to determine which other screens you can add the field to and, in addition, the form templates, analytical data sources and reports, enterprise search categories, and extension scenarios that the field can be added to.

2. Enter a label.

The label is the text that will appear next to the field on the screen.

3. Enter a technical name, if necessary.

4. If required, you can define a simple calculation rule for selected field types.

To define a calculation rule, select the

Calculated

checkbox. Under

Calculation Rule

, either enter a constant value manually or select a value from the dropdown list. The values available to you from the

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dropdown list are proposed by the system based on the type of field you are creating and the business context of the field. Text fields can be concatenated and numerical fields can be added, subtracted, multiplied, or divided.

Note that when creating a calculation rule based on another field it is recommended that you check whether users that have access to this extension field are also authorized to view the data displayed as a result of the calculation rule.

5. Select a field type.

6. Enter a default value, if required.

If you enter a default value, this value will always be entered into the field by the system when users edit or display the data on the screen.

6. Save your changes.

The dialog box closes and the new field is visible on the screen.

7. To change additional properties of the field you have just created, place your cursor over the field and choose

.

In the dialog box that appears, define whether the field is

Mandatory

, meaning that the user must make an entry in the field, or

Display only

, meaning that the user cannot enter data in the field.

Select

Apply

.

The dialog box closes.

8. To change additional properties of the field you have just created, place your cursor over the field and choose

again.

In the dialog box that appears, select

Field Definition

.

The

Edit Field

screen opens starting with the

General Data

section.

9. If required, you can also enter translations which will be used when users log on using a different logon language. You can also add a tool tip in the different languages for the field label.

Click on the

Edit

button and then choose

Add Row

for every language for which you want to enter a translation.

A new row is displayed in the

Screen Texts

tab. In the new row, choose the language for which you want to enter the translation of the field label. Type the translation into the label field for each language.

If required, enter a tool tip for the field; this will be displayed when users move the cursor over the field.

10. Click

Save

.

To leave the

Edit Field

screen, choose

Close

.

Result

The field and all settings have been saved. You can now do the following:

● Try out the field while still in adaptation mode and, if satisfied, leave the adaptation mode by choosing from the

Adapt

menu,

End Personalization for All Users

. The field and your changes are now published to all users.

● Try out the field while still in adaptation mode and, if not satisfied, choose Discard screen for all users.

● Add the new extension field to other screens, form templates, analytical data sources and reports, enterprise search categories, and extension scenarios.

Related Information

Extension Fields Quick Guide [page 597]

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9.8.2 Maintain Microsoft Excel® Templates

In your solution there are various predefined templates that you can use when you export data or create new data from Microsoft Excel®.

Overview

As an administrator, you can change the existing templates according to your company's specific requirements by adapting the properties of a template, such as the formatting or the sequence of columns. You can also create new templates, for example, for different languages that you require. In addition, you can add charts, diagrams, or formulas to the template.

Prerequisites

You have installed the latest Add-In for Microsoft Excel® from the

Download

area.

Procedure

1. In the Microsoft Office® Template Maintenance view, under

Business Flexibility

of the

Administrator

or

Application and User Management

work center, go to the template group that you require for your worklist or floorplan.

Note

If you want to change a pre-delivered template, export the template from the relevant application work center by clicking

Export

and

To Microsoft Excel

.

Delete the data records that have been exported from the system before changing the template.

2. Choose the type of template depending on whether you want to export data or create new data from

Microsoft Excel and the language you require.

3. Download the template that you want to change to your local machine by selecting the template and clicking

Download

.

4. Use the Microsoft Excel functions to adapt the template according to your needs by changing the column sequence, the texts for the different fields, or the formatting.

○ If you want to change the general layout of the Microsoft Excel template , such as the fonts of individual cells or the date format or other styles for cells, go to the

Master Template Maintenance

view.

○ When you download a Microsoft Excel template of the type

Export

, any extension fields for the business context are automatically included in the template and you can map these fields as additional columns.

When you have added the new field, you can format the column heading and the column itself as you require. For more information on enabling and starting the XML tools and adding the Developer tab required to do this mapping, see the Microsoft Excel help.

Note that this function is not available for Microsoft Excel files of the type

Write-Back

.

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○ If you want to import any additional data using XML maps, refer to the Microsoft Office Excel help for more information.

5. Upload the adapted template from your local machine to the system by clicking

Upload

.

You have the following options:

○ Overwrite an existing template by choosing

Replace Existing Language Variant

○ Create a new template by choosing

New Template

or

New Language Variant

, if you want to create a new template in a new language

6. Select the file from your local machine.

7. If you create a new template, you have to enter the name of the template, the description, the language and whether you want to use the master template.

Office Master Template Used

is selected by default.

Note

You can also change the name and description of a template in the worklist by selecting the template and clicking

Actions

and

Maintain General Information

.

Likewise, you can change the master template setting for a template by selecting the template and clicking

Actions

and

Change Master Template Usage

.

8. If you want to make the template that you created or changed available for all users, you have to publish it by clicking

Publish

.

1. Once you have published a template in various versions, you can go back to an older version of the template. Select the version that you want to use and click

Versions

and then

Revert To

.

2. Publish the valid version to make it available for use.

9. If you want to delete a template, select the template and click

Delete

.

Caution

If you delete a template with the status

Not Published

, you cannot restore this template.

9.8.3 Create a Mashup for an Extension Field

As an administrator, you can create a mashup and use an existing extension field as a parameter in the mashup.

Overview

After you have activated the mashup and made it visible on the screen, an end user can enter data in the extension field to call up the Web service for this mashup. For a data mashup, the result of the mashup is transferred back to the extension field in SAP's cloud solution.

Prerequisites

An extension field has been created and made visible on the screen to which you want to add the mashup.

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Procedure

First create the mashup, then add it to a screen. Depending on your solution, go to the

Application and User

Management

or

Administrator

work center. Then choose

Business Flexibility Mashup Authoring

,and do the following steps:

Create the Mashup

1. In the

Mashup Authoring

tab, choose

New

and select the required mashup type.

2. Select a mashup category that reflects the type of content the mashup would contain. The mashup category is displayed to business users when they personalize the mashup.

3. Leave the

Port Binding

field empty.

4. Continue creating the mashup and then save your changes.

5. Check to ensure the mashup has been activated.

Add Mashup to Screen

1. To add the mashup to a screen, go to the screen where the extension field is visible and where you want to add the mashup.

2. Click

Adapt

, then choose

Enter Adaptation Mode

.

3. Click

Adapt

again, then choose

Edit Screen

.

4. In the side panel, click

Mashups and Web Services

.

5. Select the mashup that you created. Under Input Binding or Output Binding, select the extension field from the dropdown list beside the parameter name.

Note

Only extension fields that have been made visible on the screen are available in the dropdown list.

6. Adjust the appearance of the mashup, as required. The appearance options may vary depending on the extension field that you selected.

7. Make the mashup visible and publish your changes.

9.9 Layout Change History

This document describes how the administrator can change the look and feel of the SAP solution for all users by changing layout settings.

Context

As an administrator, you can view all the layout changes that have been made in your system along with details like the type of change, the user who created it, the date on which it was created, and so on. To do this, you must launch Silverlight and navigate

Administrator General Settings Layout Change History

.

To view the change history in Silverlight, follow these steps:

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Procedure

1. Go to the

Adapt

menu in the title bar and select Launch in Microsoft Silverlight® .

2. A new browser window opens on the basis of Silverlight.

3. In Silverlight, go to

Administrator General Settings Layout Change History

.

4. You will see a list of all the layout changes that have been made in the system. The table displays the following columns: a.

Type

: Displays the type of layout change, whether it is an added extension field, field property change, label change or so on.

b.

Created By

: Displays the user who has made the particular layout change.

c.

Created On

: Displays the date and time on which the change has been made.

d.

UI Component

: Displays the UI component to which the change has been made.

e.

Layout

: Displays the layout name in which the change has been made.

f.

Layout ID

: Displays the ID of the changed layout.

Additionally, you have the option of grouping your change history based on either

UI Component

or

Layout

by selecting the

Sort

icon.

If you are unable to view certain changes made to your solution on your user interface, you can generate the implementation of these changes manually. Select the line item with the relevant change details, and click

Generate Load

.

9.10 Master Template Maintenance

In the Master Template Maintenance view, you can create company-specific master templates for use in form templates. You can also edit Microsoft Office® master templates for Microsoft Excel® and Microsoft Word®.

Form Master Templates

Form master templates are used to define the logo, header, sender address, and language-dependent footer that are used in form-based business documents. Form master templates also contain an e-mail disclaimer, which is added to e-mails when a document is sent as process-integrated output to a business partner.

SAP provides one default form master template for your solution. If you require a different logo or sender address for different companies or org units in your organization, you can create additional form master templates. These can then be assigned to the relevant company/org unit. You can also use form master templates to create a different logo, header, sender address, and footer for different output channels.

If you do not want to use any form master template for a business document, you can deactivate the use of master templates in the form template. If you specify that a master template should not be used for a form template, then you can alternatively create a unique header, logo, and footer for the form template using Adobe®

LiveCycle® Designer.

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Office Master Templates

Microsoft Office® master templates allow you to insert or delete logos and edit the styles of a cell in Microsoft

Excel® or Microsoft Word®, such as the font or date format.

Example

Which Master Template Does the System Use?

When a business document is output, the system uses the following logic to determine which form master template to use:

1. The system searches for a form master template assigned to the company/org unit in which the business document was created and to the relevant output channel. For example, if an invoice is created in the invoicing unit

Sales US West Coast

and is to be sent by e-mail, the system will try to find a master template assigned to the org unit

Sales US West Coast

and output channel

E-Mail

.

2. If no match is found, the system searches for the org unit

Sales US West Coast

and the output channel

All

.

3. If no match is found, the system searches upwards in the organizational structure for a master template assigned to a higher-level org unit and output channel

E-Mail

.

4. If no match is found, the system searches upwards in the organizational structure for a master template assigned to a higher-level org unit and the output channel

All

.

5. If no match is found, the system uses the default master template.

9.10.1 Create a New Form Master Template

If you use templates, creating company-specific master templates gives you a consistent basis for all templates to start from, which saves you time.

Context

You can define company-specific master templates to use as a basis for other forms.

Procedure

1. Go to

Administration IT Setup

. Under

Output

, choose

Master Template Maintenance

.

2. Show

Form Master Templates

.

3. Click

New

.

4. Enter a name for your new master template.

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You can also provide a translation of the master template name for other logon languages that are used in your system as follows: a. Click

Add

.

b. Select a language and enter the translation in the

Name

column.

5. Choose

Save and Close

, select your new template and choose

Edit

.

6. On the

Form Master Template

tab, do the following: a. Under

Header

, click

Upload

and browse to find the file you want as logo.

Adjust the size and alignment of the logo, as required. The file formats .gif, .bmp, .jpg, .png, and .tif are supported. The logo should not be larger than 40 mm width x 20 mm height. If you upload a graphic that is larger than 40 mm x 20 mm, it is resized automatically.

b. If you want a graphical divider to appear on your form, select the

Header Divider

checkbox.

c. Enter your company’s address as the sender address. The sender address is shown above the recipient's address in a letter.

d. Under

Footer

, choose the number of footer columns you want to display.

Enter the footer text exactly as you would like it to appear on the form. You can maintain up to 4 footer blocks with a maximum of 10 lines per footer.

Note that the width of each footer block is equally divided over the available space. If a line of text in the footer is too long for the current font size, the system will automatically enter a line break. If this automatic line break does not meet your needs, you may need to enter the text after the line break as a separate line.

To maintain multiple languages, you must first add the language from the Add menu and then maintain the texts in that language by selecting the language from the dropdown list.

7. Preview your changes by refreshing the screen.

From the dropdown list under

Preview

, you can select a country. The preview is then displayed using the country-specific template. For example, some countries do not use sender addresses or have different paper sizes.

8. On the

E-Mail Disclaimer

tab, you can enter a disclaimer or other company-specific legal information.

This text is appended to the main text body of e-mails that are created when a document is output by the system. It is not possible to create separate language versions of this text; therefore if your company uses multiple communication languages, you should enter all language versions of the disclaimer here.

9. Save your changes.

You can now assign the master template to one or more companies, org units, or output channels.

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9.10.2 Assign Companies, Org Units, and Output Channels to a

Form Master Template

If you want form master templates to be applied automatically, you can assign companies, organizational units, and output channels to specific form master templates.

Procedure

1. Go to

Administration IT Setup

. Under

Output

, choose

Master Template Maintenance

.

2. Show

Form Master Templates

.

3. Select a form master template and click

Assign

.

4. Click

Add Row

and enter a rule for when the template should be used.

A company or org unit can only be assigned to one form master template at a time.

Note

When you set a master template as the default, any existing company, org unit or output channel assignments are ignored. Note that these assignments are not deleted. If you set a different template as the default, the existing assignments are reactivated.

For more information about how the system determines which form master template to use, see Master

Template Maintenance.

5. Save your changes.

6. If you are using multiple form master templates, you can use the

Check Assignment

button to check which form master template will be used by the system for a given combination of company/org unit and/or output channel.

9.10.3 Edit Microsoft Office® Master Templates

You can tailor the default Microsoft Office

®

templates provided in the solution to reflect your business needs.

Procedure

1. Go to

Administration IT Setup

. Under

Output

, choose

Master Template Maintenance

.

2. Show

Office Master Templates

.

3. Select the master template that you want to edit.

4. Download the template to your local machine.

○ Microsoft Excel ®

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Open the template that you saved and in the toolbar, select

Master Template Configuration

. In the

Master

Template Editor

, you can do the following:

○ In the

Logo Editor

, you can insert or delete the logo of your company.

○ In the

Style Editor

, you can edit the formatting for the different cell styles.

1. To change the style of a cell, select the cell that you want to edit and click

Edit Style

in the line that is highlighted.

○ Click

Format

and use the Microsoft Excel functions to adapt the formatting according to your needs.

○ Microsoft Word ®

Open the template that you saved and make the changes you require.

5. Upload the adapted template from your local machine to the system by clicking

Upload to Replace

.

6. Select the file from your local machine.

7. If you want to make the master template that you edited available for all users, publish it.

Note

After you have published a template, you can revert it to an older version by selecting the version that you want to use and clicking

Versions Revert

. Make sure to publish the valid version to make it available for use.

9.11 Form Templates

Form templates are used to define the content and layout of documents that can be output from the system.

Form templates can be one of the following:

● Print forms are read-only portable document format (PDF) documents that are generated from data stored in the system. Print forms can be printed, sent as an e-mail attachment, or faxed to business partners.

● Interactive forms are interactive PDF files that can be generated from the system and sent as e-mail attachments to business partners. The business partners then enter data directly into the form and send it back. This data can then be uploaded into the system. Interactive forms are based on Interactive Forms by

Adobe® (IFbA) technology.

Variants

Variants of a form template are copies of the content displayed in other languages or with country-specific information.

When a document is output from the system, the system automatically determines which language and country version to use. This means that you do not have to configure any settings for the selection of country and language form template variants. Instead, they are determined based on the following rules:

● Country variants are determined based on the location of the sender’s company. For example, if an employee in a German company creates a sales order, the system searches for a German country variant of the sales order form template and uses this to generate the document. If a country-specific variant is not available, the generic form template is used.

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● Language variants are determined by the preferred language of the receiving business partner. For example, if an employee in a German company sends a sales order to a business partner in France, the system searches for a French language variant of the form template and uses this to generate the document. If a language variant is not available in the recipient’s language, then the form template in the fallback language

English is used.

You can use the appropriate buttons to delete form templates, variants, or e-mail templates.

Note

It is not possible to delete a form template that has already been used to output a document because that template is referenced in a document's output history.

Example

Country-specific form template variants can be created if a country has specific legal requirements relating to a document, or if a country requires a different layout or paper size. Language variants are used to provide translations of form templates into other languages.

Versions

Each time you make changes to a form template variant, you create a different version of the form template variant.

You can use the appropriate buttons to delete previous versions, or revert to a previous version.

Note

You can only revert to previous published versions of form templates. If you deleted an unpublished version, it cannot be reinstated.

Example

When you adapt a form template variant, a new version of the template is created with the status

Not

Published

. This status means that you can adapt the template without it being available for use by other users.

Once you have finished adapting the template, you can publish the template, making it available to end users.

At the same time, the system sets the status of the previous version to

Archived

and it can no longer be used to output new documents.

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9.11.1 Edit a Form Template

Administrators can use the integrated Adobe

®

LiveCycle

®

Designer to make advanced changes to form templates.

Prerequisites

Under

Downloads

, you have installed the

Adobe LiveCycle Designer

and the

Add-In for Adobe LiveCycle Designer

front-end components on your computer.

Context

Recommendation

We recommend that you edit form templates provided by SAP or partners instead of creating new form templates. Editing provided templates means that you do not have to adapt any output settings and you can also manage all versions of the template. Form template versions that you customize are not overwritten by

SAP or partner upgrades.

Procedure

1. Go to

Administration IT Setup

. Under

Output

, choose

Form Template Maintenance

.

2. Decide whether you want to use a form master template.

○ If you use a company-specific form master template, the header, footer, and sender address used in the form are defined and consistent. If you use a form master template, but the system cannot find a company-specific one, it uses the default one. To use a form master template, choose

Actions

Change Master Template Usage

and select

Use Form Master Template

.

○ If you do not use a form master template, you can edit the header, footers, and logo for this form template using

Adobe LiveCycle Designer

.

3. Select the form template variant you want to edit and choose

Open Adobe LiveCycle Designer

.

4. Make your changes.

In the Adobe LiveCycle Designer, you can make changes such as the following:

○ Change position of title, logo, and fields

○ Change alignment of title and logo (unless you define these with master templates)

○ Change title and template texts

○ Change sender address, number, and content of footers (unless you define these with master templates)

○ Change style and size of font

○ Change line style and add borders

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○ Adjust visibility of fields, change field labels, and the sequence of fields

○ Adjust visibility of columns, change column order, and column headers

○ Add standard fields available in the form data structure

If you want to add new fields that are not available in the form data structure, you can add extension fields. Other fields require support from the SAP Cloud Service Center.

○ Add placeholders to free text blocks

○ Add new texts or captions

○ Show and hide page numbers or folder marks

Note

If you require complex changes to a print form, you can also contact the SAP Cloud Service Center. They can assist you with complex scripting such as dynamically displaying or hiding fields, sorting table rows, adding new or extension fields to a form, or creating a completely new form. For more information, see the

Business Center for Cloud Solutions from SAP .

For more information about using Adobe LiveCycle Designer, see the Adobe product documentation.

5. To preview your changes, do one of the following:

○ Use your own historical data

You can use your own sample data by navigating to the output history of a document that has already been output.

1. On the

Output History

screen, select a document and click

View XML Data

.

2. In Adobe LiveCycle Designer, assign the XML sample data file to the template you are editing.

○ Use sample data

1. Select the form template variant that you are editing and click

Download

.

2. Save the archive file on your local computer with the file extension

.zip

.

This archive file contains an XDP file, an XSD schema file, and XML sample data files, if available.

Sample data is usually provided in three different sizes for previewing the form template.

3. Extract the XML sample data file that you want to use to preview your changes from the archive file.

4. In Adobe LiveCycle Designer, assign the XML sample data file to the template you are editing.

6. Save your changes.

7. Click

Publish

.

This version of the template is made available for use by all users.

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9.11.2 Create a Form Template

You can create custom form templates, but we recommend editing templates provided by SAP, which saves you setup time and provides version management.

Context

Recommendation

While it is possible to create new form templates using this procedure, we recommend that you edit form templates provided by SAP or partners instead. Editing provided templates means that you do not have to adapt any output settings and you can also manage all versions of the template. Form template versions that you customize are not overwritten by SAP or partner upgrades. It is also not possible to copy or edit print forms that contain legally-sensitive content.

Procedure

1. Go to

Administration IT Setup

. Under

Output

, choose

Form Template Maintenance

.

2. Choose

Copy As New Template

.

3. Enter a name and description, and select a language.

4. If you are creating a country-specific form template, select the country. If the template is not country-specific, leave this field blank.

5. If you want to use master templates to determine the layout of the template, select the

Form Master Template

checkbox.

6. Click

OK

.

Results

A new form template is created, which you can now open and edit.

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9.11.3 Create a Translation or Country-Specific Variant

Variants are copies of an existing form template that are defined in other languages or for other countries. You can use variants to create translations of forms in other languages or versions with elements specific to other countries, such as paper size or legal requirements.

Context

To create a new language or country variant of an existing form template:

Procedure

1. Go to

Administration IT Setup

. Under

Output

, choose

Form Template Maintenance

.

2. Choose

Copy As New Variant

.

3. In the dialog box that appears, select a language and country (if applicable).

4. By default, the

Form Master Template

checkbox is selected. If you do not want to use company-specific master templates, deselect the checkbox.

○ If you use a master template, some of the elements are predefined by the master template, which creates consistency among documents.

○ If you do not use a master template, then you can define the template's header, footers, logo, and sender address individually for this template.

5. Click

OK

.

Results

A new variant of the selected form template is created. You can now edit the variant, if necessary.

9.11.4 Edit the Name or Description of a Form Template

Use the

Actions

menu to update the name or description of a form template.

Context

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Procedure

1. Go to

Administration IT Setup

. Under

Output

, choose

Form Template Maintenance

.

2. Select any form template variant belonging to the form template for which you want to change the name or description.

3. Choose

Actions Maintain General Information

.

4. Edit the name and description.

Any changes you make here are applied to the form template and all its variants.

9.11.5 Download a Template Variant

Download a template variant either to edit it offline or to use it as sample data to preview a form template.

Context

Procedure

1. Go to

Administration IT Setup

. Under

Output

, choose

Form Template Maintenance

.

2. Select the template you want and choose

Download

.

3. Save the archive file using .zip as the file extension.

The ZIP file contains the following files:

○ An XML data package (XDP) file containing the selected form template variant.

○ An XML schema definition (XSD) file that defines the structure of the XML document. This is required for offline editing.

○ If available, XML files containing sample data for previewing your changes.

Note

If no sample data files are available, you can also create your own sample data files using the

View XML

Data

button on a document's output history.

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9.11.6 Upload a Form Template Variant

After creating or editing a template variant offline, you can upload it either as a new variant or as an updated version of an existing variant.

Context

Procedure

1. Go to

Administration IT Setup

. Under

Output

, choose

Form Template Maintenance

.

2. Select any form template variant belonging to the form template that you want to change. You can either upload a new variant or replace a variant.

3. Depending on your goal for the upload, do one of the following:

To perform this action Click

Create a new variant

Change an existing variant

Upload As New Variant

Upload To Replace Existing Variant

4. Browse and select the XDP file and click

OK

.

9.11.7 Create an E-Mail Template

You can use e-mail templates in HTM or HTML formats to create a consistent look for your company's e-mail correspondence.

Prerequisites

You have created the e-mail templates you need in HTM or HTML format offline, and they are available for upload.

Context

You can create e-mail templates only for certain form template groups and for form templates that have been published. When you upload an e-mail template, you can search for specific form templates in the advanced search and select a form template group from the

Template Groups

field.

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Procedure

1. Go to

Administration IT Setup

. Under

Output

, choose

Form Template Maintenance

.

2. Select the form template for which you want to create an e-mail template and choose

Actions Create E-

Mail Template

.

3. In the

Create E-Mail Template

dialog box that appears, upload the required e-mail template file.

The system only supports HTM/HTML file format uploads.

In the

E-mail Template

column of the selected form template, the word

Yes

appears as a hyperlink.

4. You can preview the e-mail template by clicking the

Yes

link in the

E-Mail Template

column.

For the system to pull up appropriate data in your e-mail template, you must enter the correct placeholder paths, which you can get from the form message type attributes.

If you want the system to pull up the total invoice amount, then the placeholder must be included as follows:

"The total invoice amount is [CustomerInvoice-PriceAndTax-GrossAmount] [CustomerInvoice-PricingTerms-

CurrencyCode]." You can view the correct placeholder by selecting the required form template, and clicking

Open Easy Form Editor

.

9.11.8 Use a Form Template as an E-Mail Attachment

If you usually e-mail your documents to your business partners, you can adapt a form template and use it as an email attachment.

Context

Form master templates are used to define the logo, header, footers, and sender address to be used in the documents. You can also create an e-mail disclaimer. Typically, one form master template is created for each company in your organization.

Procedure

1. Go to

Administration IT Setup

. Under

Output

, choose

Master Template Maintenance

.

2. Show

Form Master Templates

.

3. Edit the master template.

4. On the

Form Master Template

tab, add the logo, header, footers, and sender address that you want to be used for documents sent as an e-mail attachment.

5. On the

E-Mail Disclaimer

tab, add a legal disclaimer or any other text that you want to be appended to the end of the e-mails that are sent to your business partners.

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6. Go to

Administration IT Setup

. Under

Output

, choose

Form Template Maintenance

. Ensure that the use of form master templates is activated for the form template variant.

Results

When documents are output from the system using this form template, the layout as defined in the master template is used to generate a PDF file, which is then e-mailed as an attachment to your business partners. If you defined an e-mail disclaimer, it is appended to the end of the e-mail body.

9.12 Translating and Adapting UI Texts

Use the language adaption tool to translate and adapt the user interface fields with terms that better suit your business context.

By using

Language Adaptation

in the

Administrator

work center, key users can translate and adapt fields such as work centers and views into languages that are not currently supported by SAP. You can also adapt field label terminology to fit your business needs. For example, if you are working in the medical care industry and use the term 'patient' instead of ‘accounts’, you can exchange the user interface term

Accounts

with

Patient

. In addition to terms you can also adapt other user interface elements such as value help and messages.

After you have completed the adaptations you will be able to export and import the text pools into other systems using Microsoft Excel.

If you would like to receive translation proposals from the SAP Translation Hub (beta), please contact your SAP representative (additional fees apply).

Defining New Target Languages

To translate an additional communication language, select it as an allowed language.

1. Choose the work center

Business Configuration Implementation Projects Open Activity List

.

2. In the Show field select All Activities and in the Find field type language.

3. Select the Additional Communication Languages line item and click Add to Project.

4. Double-click line item Additional Communication Languages.

5. Look for the desired language in the Language Key field and ensure the corresponding Language is Allowed field contains a check mark area for the desired languages.

6. To confirm your changes click Save and Close.

7. Click Close to finish your Fine-Tune activities.

When you logon to the system, an additional communication language appears on the login screen with an extension <Language> (Customer Language).

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Note

The extension indicates you have you created a text pool for that language. To remove a language from the logon screen without deleting the corresponding text pools, you can deselect the Language is Allowed check mark. This removes the new language from the logon without deleting the existing language adaption.

Creating a New Logon Language

As a key user, you can create additional logon languages.

1. To create a new translation or adaptation, click

Administrator Language Adaptations

.

2. From the Language Adaptation view click New to create a translation or adaptation

.

3. From the New Language Adaptation screen complete the following fields:

1. ID

2. Name

3. Select a language from the Source Language drop-down list.

4. Select a language from the Target Language drop-down list.

4. Click Save or Save and Open.

Tip

If you want to adapt a term to your business needs, for example, replace ‘Accounts' with ‘Patients’, select the same source and target language.

Collecting Texts

You will begin by selecting the views and the text pool. Then you will click collect text and proceed to complete the translation in the related tabs.

You will set up the system to collect UI texts, code texts, messages, and report texts that are directly assigned to a work center and its work center views. Collect Target texts is only available if the target language is not the same as the source language.

Collect Texts fills the Target Text column with the existing texts as delivered by SAP or any overrides you (or other administrators in your solution) may have made. This allows you to find and close any gaps within the target texts, primarily to check extension fields created in the solution or the SDK. You can also collect the target texts and then use the Reuse Translations action to pre-fill a custom screen, like a new section on the account screen for example. Then you can complete the remaining translation manually.

Note

To reduce load time and a high volume of redundant text data, execute the Cleanup action once the target text modifications are finished.

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1. Click

Administrator Language Adaptations

.

2. From the Language Adaptation view search for the correct Language Adaption ID.

3. Click the ID hyperlink to begin collecting the texts you want to translate or adapt.

4. From the TEXT TYPES TO BE COLLECTED section, place a check mark in the text types you want to modify.

5. From the Work Centers Selected for Texts section, place a check mark in the work centers you want to modify or enter the name of the work center in the Filter Work Center Name field.

6. Click the Selection box and click Collect Texts.

Note

A list of all collected texts appears in the UI Texts tab. This list includes a read-only list of all texts which have been collected in other Language Adaptations. The list previously collected lists will be highlighted with green background color.

The Collect Texts action displays in read-only mode for all language adaptation texts which were not previously collected and applies only to UI texts, messages, and report texts. Code texts are not included since there are no locks for them.

7. From the Starting Text Collector window, click OK and save your changes.

Note

Before the system performs the target text collection, a warning dialog displays on the screen reminding you to run the Cleanup action once you're finished with your target text modifications. This is to avoid storing a high volume of redundant text data which can temporarily impact loading times and will decouple the user interfaces from changes or corrections coming from SAP or other adaptation or SDK changes.

When collecting texts, keep in mind a particular language does not necessarily have to reside in one text pool.

Since text pools contain a large quantity of texts, they may be difficult to manage. Therefore, we recommend dividing a translation into multiple text pools, for example, one for each work center.

Helpful Information on Target Texts

● Choosing Collect Target Texts will never overwrite existing adaptations and it can be executed at any time.

● Choosing Cleanup will not remove collected target texts that were manually modified after being collected.

Cleanup can be executed at any time. It will remove rows with unmodified collected target texts plus it will remove rows with empty target texts.

● When executing Collect Target Texts, a new complete collect texts action will not be performed. It will only take the given source texts and find their target language counterparts.

● If you have created SDK custom messages and want to adapt or translate them, the system can collect business object messages and business object extension messages.

● You can delete any text pools that are redundant. The pools that have used the texts will unlock them and you can change the copied texts as soon as you click Collect Text again.

Adapting and Translating Texts

In this step you will begin adapting and translating texts from text pools to meet your business needs.

1. For each text type and source text enter the target text once by clicking

Actions Reuse Translated

Texts

.

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2. Fill all similar entries in the list with the same target text.

3. Use Simulate Translation to fill the empty target texts with the source texts after you have completed the translation. The untranslated texts will have vertical arrows on the UI.

4. After you have completed your entries, click Save.

Searching and Replacing Texts

As a key user, the system allows you to easily search and replace texts to meet your business needs.

1. Click Filter Texts and search for a term in the source and target language.

2. Use Filter Texts and Replace With to quickly search for a term or text string in the target language and replace it with another term or text string.

3. After you have completed you entries, click Save.

Exporting and Importing Texts

The system will export text pools which you can modify offline. Once the Excel has been modified by you or an external agency, the texts can be imported.

1. To export texts you must export them for each tab separately by choosing

Export To Microsoft Excel

.

2. Use the functionality to edit existing texts offline since you cannot create new text entries.

Note

If you are using the HTML5 interface, changes are only visible in the HTML5 Resource File.

3. To import adapted or translated texts choose

Actions

Update Texts from Microsoft Excel® .

4. Once the empty file opens, copy and paste your adaptation or translation into the corresponding columns.

Note

The upload process will skip over texts that aren't part of the target text pool rather than stopping. For each text that can‘t be found in the target language text pool, a warning message is created, collected, and sent to the client at the end of the upload.

Each warning message indicates which text upload failed and which type of text it is. Additional information for each text includes the text ID, code value, message type, and the source text.

Additional information for each text includes the text ID, code value, message type, and the source text. This is particularly useful when using the upload feature to transport text adaptations from one system to another that has, for example, a different set of extension fields.

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10 Notifications, Workflow, and Approvals

Use notifications, workflow, and approval processes to manage your complex business scenarios.

Some of the key features include:

● Sending notifications based on complex conditions

● Defining condition based on standard fields, custom fields, or calculated values

● Triggering automatic e-mails, field updates, and actions

● Scheduling workflows based on object-relevant date, actual date and time, or relative time

● Creating multi-step approvals

Configuring Workflow [page 625]

Create workflow rules that can trigger automatic e-mail messages, notifications, field updates and actions for items.

Configuring Organizational Work Distribution [page 629]

Create rules to manage the distribution of work within your organization.

Configuring Employee Work Distribution [page 631]

Create and configure rules to distribute work items to employees.

Configuring Approval Processes [page 633]

Use approval processes to allow multiple colleagues to review and approve business transactions, before further processing.You can also configure automatic approval, once defined conditions are met.

Creating Employee Delegates [page 563]

If an employee is on vacation or temporarily absent, employees can define delegates for themselves, defining relevant access rights by area. Administrators can create delegates for all employees.

Enabling Approval Processes [page 639]

In some cases it is helpful if more than one colleague reviews and approves business transactions, before they are further processed. In these cases, you can also configure your system to approve business transactions automatically, once the defined conditions are met.

Notification – Opportunity Stalled [page 648]

If an opportunity remains too long in a certain phase, then it is said to be stalled. In this case, the system notifies the manager of the sales representative who is responsible for the opportunity.

Notification – Lead Aging [page 648]

If a lead remains too long in a certain phase, then it is said to be aging. In this case, the system notifies the manager of the sales representative who is responsible for the lead.

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10.1 Configuring Workflow

Create workflow rules that can trigger automatic e-mail messages, notifications, field updates and actions for items.

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

As an administrator, you can define work flow rules for the following types of items:

● Accounts

● Contacts

● Individual customers

● Opportunities

● Tickets

● Contracts

● Sales Quotes

● Visits

In addition to the predefined notification rules, you can define flexible notifications in SAP Cloud for Customer for objects such as leads, quotes, or social media import runs.

You can see a full list of objects available for flexible notifications when you create a new rule and use the field entry help for the

Business Object

field.

Access the workflow rules worklist from

Administration Business Operations Workflow Workflow Rules

.

Business background

Important tasks

Creating a Workflow Rule

To create a new workflow rule, select

New

from the workflow rules worklist.

1. Enter Basic Data

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1. Enter the

Description

to identify the rule in the worklist. (This description is not seen by the recipient of a notification.)

Note

You can also enter the description in other available languages by clicking . For every additional description to be entered, click

Add Row

, select the language, specify the description, then click

OK

. In response, the solution will display this description to users who log on in that language.

2. Select the

Business Object

, such as opportunity or ticket, to which the rule is to be applied.

3. Select the

Timing

for applying the rule (optional). You can choose to apply the rule when an object is created, or every time the object is saved. If you do not want the rule to apply when the object is saved, leave this field blank.

Example

You want to ensure that everyone involved in a visit always has the latest information. You define a rule so that anytime a visit is updated (any save), an e-mail notification is sent to the visit contacts and visit attendees.

4. Click

Next

to define the conditions of the rule.

2. Define Conditions (Optional)

1. In the

Define Conditions

step, click

Add Group

to define a condition.

2. In the dialog box, select the field, such as

Status

, for the expression of the condition.

Then specify an appropriate

Compare Operator

, and a value.

Note

You can also create conditions using extensible fields. You must first create the extension fields in order to be able to select them in this screen.

3. If desired, specify additional conditions with the following options:

○ To add an AND expression, click

Add Condition

.

Conditions within a group are logical AND expressions. All conditions within a group must be met for the condition group to be considered fulfilled.

○ To add an OR expression, click

Add Group

.

If all conditions in at least one group are met, then the overall condition for the rule is considered fulfilled.

4. To remove or edit a condition, click the corresponding icons.

To remove a condition group, click

Remove Group

.

5. Click

Next

to define the actions associated with the rule.

3. Define Rule Actions (Required)

In the

Define Actions

step, select the

Rule Type

.

○ Field Update rules result in an automatic update to the specified field when the defined conditions are met.

○ Task rules result in a new item in the

Notifications

list available from the toolbar.

○ E-Mail rules result in a notification e-mail being sent to the list of recipients and requires an HTML file for use as the e-mail template.

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Tip

For notifications of the type 'e-mail', you need to add HTML files to the list of allowed MIME types in the

Allowed MIME Types for Document Upload

fine-tuning activity, if you want to use predefined HTML templates for e-mails.

Note

If you want to notify appointment attendees of changes to appointments, you must use rule type

E-

Mail

because some of the attendees may be outside your company and do not have access to the notifications in the SAP solution. When you use rule type

E-Mail

, the option

Appointment Attendees

appears in the

Recipient Determination

section.

○ Action rules trigger actions. The following actions are supported:

Activate

,

Block

,

Derive Territories

,

Flag as Obsolete

,

Revoke Obsolescence

and

Unblock

.

For field update rules:

1. In the

Fields to Update

table, click

Add Row

to choose a field to update if the rule conditions are met.

2. In the dialog box, select the field to update — such as

Priority

.

Then specify a value (such as

Urgent

).

3. If desired, specify additional fields to update by adding more rows to the table.

4. To remove a row, select the row, then click

Remove

.

To edit a row, click the edit icon in the table.

For task and e-mail rules:

1. Enter the subject to be seen by the recipient of the notification.

You can also enter the subject in other available languages by clicking .

2. If you're creating a task notification, you can specify the expiration period for the notification — for example

10 Day(s)

.

If you do not enter an expiration period, then the notification will expire after 30 days.

3. If you're creating an e-mail notification, browse to and upload the HTML file to be used as the

Template

File

.

4. If you're creating an e-mail notification, you must map any placeholders used in the template to fields in the solution.

1. Click

Add Row

.

2. Enter the placeholder as it appears in your chosen template file.

Caution

All placeholders included in e-mail notification templates must be in all caps, contain no special characters, and begin and end with a hash tag (#).

For example:

○ #ID#

○ #ACCOUNT#

○ #100#

3. Select from the available list of fields.

The list is dependent upon the business object you selected for the workflow rule.

4. You may also use your defined placeholders in the subject line of the e-mail notification.

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5. If you're creating a task rule, you also have the option of defining placeholders which can be used in the subject line.

Select a field value next to the predefined placeholder name (limited to four in total), then include the placeholder in the text of the subject.

Example

For example, you create a workflow rule for opportunities and define the predefined placeholders as follows:

Table 121:

Placeholder Field

&1 Status

&2 Opportunity ID

Then as the subject line, you include the placeholders as follows: Check Opportunity &2;

Opportunity has Status &1.

6. For task rules, perform one or both of the following options:

1. To define a particular employee as the recipient, click

Add Employee

. Repeat this selection until all recipients of the notification are defined.

2. To define employees of a particular responsibility category as the recipients, click

Add Determination

.

Then select from the available list and repeat this selection as necessary.

7. For e-mail rules, perform one or both of the following options:

1. To define a particular employee as the recipient, click

Add Employee

. Repeat this selection until all recipients of the notification are defined.

2. To define employees of a particular responsibility category as the recipients, click

Add Determination

.

Then select from the available list and repeat this selection as necessary.

Note

All business partner roles are available for selection in the list. The complete selection list is dynamically added using code list and hence the values in the selection list can be modified. You can use the fields

Top Level Account Owner

and

Top Level Account Team

as filters to include only the parent company in a notification.

8. Click

Next

to review and activate the workflow rule.

4. Review and Activate the Workflow Rule

1. Review the basic data, conditions and recipients that you have defined for the workflow rule.

2. If you are satisfied with the rule, choose

Activate

.

Note

You can also activate or deactivate workflow rules directly from the worklist.

3. Choose

Finish

.

4. In the

Confirmation

step, choose

Close

.

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10.1.1 Send E-Mail Notifications to Visit Attendees and Visit

Contacts

When you define workflow rules for visits, you can send e-mail notifications to visit attendees or visit contacts.

Example

You want to ensure that everyone involved in a visit always has the latest information. You define a rule so that anytime a visit is updated (any save), an e-mail notification is sent to the visit contacts and visit attendees.

10.2 Configuring Organizational Work Distribution

Create rules to manage the distribution of work within your organization.

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

The system uses these rules to evaluate work items and to determine the org unit responsible for the work items.

Depending on the work category, the system directs the work item to the determined org unit, or provides the org unit as a proposal in the relevant business document.

Business background

Organizational work distribution contains all work categories that the system uses to determine the org unit responsible for a specific business document. A work category for organizational work distribution is always linked to the function that is defined for the org unit. The function of an org unit defines the role of the org unit in the business process. Each function represents a certain business area and a set of work centers and work center views that are needed by the assigned user to complete work for this area.

Tip

A prerequisite for organizational work distribution is the correct setup of your org structure. This includes the correct assignment of functions to org units according to the work which is performed in those org units.

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Important tasks

Create a Work Distribution Rule

1. Go to

Administration Business Operations Workflow

and choose

Organizational Work Distribution

.

2. In the

Organizational Work Distribution

view, select a work category.

3. Click

Edit

.

Note

You cannot change work distribution for past dates. If the

Edit

button is disabled, check the

Effective Date

and ensure that you have not entered a date that occurs in the past.

4. Choose

Work Distribution Rules

, then click

Add

.

If you want to copy an existing rule, click

Copy

.

The system processes work distribution rules for organizational work distribution along their priorities. If you have maintained multiple rules for a work category, the system only uses the first rule that applies to the properties of the evaluated business document. By adding a rule you are creating a new rule that is added to the bottom of the list. If you wish to insert a rule of a higher priority, then change priority by moving the rules up and down in the table.

5. Enter the name of the rule.

6. Enter the ID of the responsible org unit.

7. Enter the validity period of the rule.

Note

If you change or delete a work distribution rule that begins before the effective date, the rule is only valid to the date before the effective date. If you only change the rule, the system creates a new rule based on the existing rule and includes the changes you make. The new rule is valid as of the effective date.

8. Go to the

Rule Details

section and specify the parameters for the rule.

Each parameter appears as a tab, for example,

Company

. Using the parameters, you can specify exactly both which parameter is to be included in the rule or excluded from the rule.

9. Click

Check

to verify whether your rule is consistent.

10. Click

Save

or

Save and Close

.

Delete a Work Distribution Rule

1. Go to

Administration Business Operations Workflow

and choose

Organizational Work Distribution

.

2. In the

Organizational Work Distribution

view, select a work category.

3. Click

Edit

.

Note

You cannot change work distribution for past dates. If the

Edit

button is disabled, check the

Effective Date

and ensure that you have not entered a date that occurs in the past.

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4. Choose

Work Distribution Rules

.

5. Select the work distribution rule you want to delete and click

Delete

.

6. Click

Save

or

Save and Close

.

Set a Work Category to Global Work Distribution

1. Go to

Administration Business Operations Workflow

and choose

Organizational Work Distribution

.

2. In the

Organizational Work Distribution

view, select a work category that has the status

Defined Work

Distribution

.

3. Click

Action

and select the option

Set to Global Work Distribution

.

Related Information

Configuring Organizational Structures [page 513]

10.3 Configuring Employee Work Distribution

Create and configure rules to distribute work items to employees.

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

The system uses these rules to determine the employee responsible for work items. Depending on the work category, the system directs the work items to the determined employee, or provides the employee as a proposal in the relevant business document.

Business background

Work distribution defines the process of assigning work to an org unit or employee. By default, work items in the solution are visible to all users that have the corresponding access rights. However, for some business processes the org unit or employee responsible for a work item has to be determined. For these areas, you can define work

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distribution rules that enable you to automatically assign business documents and tasks to dedicated org units or employees.

The work category is the central element for work distribution. A work category represents a specific part of work in a business area and is related to one or more business documents. Each work category provides parameters that you can use to define work distribution rules, according to which the system determines the responsible org unit or employee for a business document.

Important tasks

Create a Work Distribution Rule

1. Go to

Administration Business Operations Workflow

and choose

Employee Work Distribution

.

2. In the

Employee Work Distribution

view, select a work category.

3. Click

Edit

.

Note

You cannot change work distribution for past dates. If the

Edit

button is disabled, check the

Effective Date

and ensure that you have not entered a date that occurs in the past.

4. Choose

Work Distribution Rules

, then click

Add

.

If you want to copy an existing rule, click

Copy

.

By adding a rule you are creating a new rule that is added to the bottom of the list. If you wish to insert a rule of a higher priority, then change priority by moving the rules up and down in the table.

5. Enter the name of the rule.

6. Enter the ID of the responsible employee.

7. Enter the validity period of the rule.

Note

If you change or delete a work distribution rule that begins before the effective date, the rule is only valid to the date before the effective date. If you only change the rule, the system creates a new rule based on the existing rule and includes the changes you make. The new rule is valid as of the effective date.

8. Go to the

Rule Details

section and specify the parameters for the rule.

Each parameter appears as a tab, for example,

Company

. Using the parameters, you can specify exactly both which parameter is to be included in the rule or excluded from the rule.

9. Click

Check

to verify whether your rule is consistent.

10. Click

Save

or

Save and Close

.

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Delete a Work Distribution Rule

1. Go to

Administration Business Operations Workflow

and choose

Employee Work Distribution

.

2. In the

Employee Work Distribution

view, select a work category.

3. Click

Edit

.

Note

You cannot change work distribution for past dates. If the

Edit

button is disabled, check the

Effective Date

and ensure that you have not entered a date that occurs in the past.

4. Choose

Work Distribution Rules

.

5. Select the work distribution rule you want to delete and click

Delete

.

6. Click

Save

or

Save and Close

.

Set a Work Category to Undefined

1. Go to

Administration Business Operations Workflow

and choose

Employee Work Distribution

.

2. In the

Employee Work Distribution

view, select a work category that has the status

Defined Work Distribution

.

3. Click

Action

and select the option

Set to Undefined

.

10.4 Configuring Approval Processes

Use approval processes to allow multiple colleagues to review and approve business transactions, before further processing.You can also configure automatic approval, once defined conditions are met.

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

For each business transaction, you can only have one active approval process. However, within this process, you can define several approval steps with different approvers and conditions. If you have created more than one approval step, the system checks each step in succession for the defined conditions. If approval for one step is not granted, then the system will not proceed to the next approval step.

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Business background

You can enable approval processes for several different types of objects in different areas of your company.

Important tasks

Navigation

Table 122:

Scoping [page 125]

Scoping [page 125]

Scoping [page 125]

For Service

OR

Service Customer Care Service Request Management Approval for Tickets

Service Employee Support Ticket Management Approval for Tickets

For Sales

Sales New Business Opportunities Approval for Opportunity

Sales New Business Sales Quotes Approval for Sales Quotes

Enable Security for Approvals by E-Mail

Built-in Service and Support System Management Security

Create and Edit an Approval Process

In the

Approval Processes

view, administrators can create and edit approval processes to suit their business requirements. You can access the

Approval Processes

view from the

Administrator

work center.

1. For the relevant business transaction, select the approval process and click

Copy

.

The system copies the selected approval process.

2. On the following screen, enter a name for the approval process.

3. Specify the steps involved in the approval process.

By default, each approval process contains one step.

1. Specify the number of steps by clicking

Add Row

or

Remove

accordingly.

You must also specify the sequence of the steps. Note that more than one step can have the same sequence number, in order to enable parallel steps.

2. Specify the name of the process step.

3. Specify work distribution for each step by selecting the relevant entry from the

Work Distribution

dropdown list.

Note that if you select

Direct Approver

, you must select an employee responsible by clicking

Edit

. On the following screen, select one or more employees responsible.

4. Optional: Create and edit a condition.

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Select the process step for which you want to create or edit conditions, then click

Edit Conditions

.

Note

The available attributes differ by business transaction.

5. Optional: Approve a Step Automatically

If you select the

Automatic Approval

checkbox, then the system automatically approves the step if no approver is found.

6. Optional: Create Business Task Management Item

Business Task Management (BTM) ensures that activities related to a business processes within or across your organization are completed in order to fulfill defined business objectives.

You can create Business Task Management items so that users check, change, clarify information, complete items, or make a decision as part of an approval process.

Edit the Validity of an Approval Process

1. Select the approval process of the business transaction whose validity periods are to be edited. Note that the approval process must have the status

Draft

,

Active

, or

Scheduled

.

2. Click

Edit Validity

.

All approval processes are displayed for the corresponding business transaction, provided that it has not expired.

3. Specify the validity periods and the corresponding time zones for one or more approval processes.

Note

Ensure that:

○ the validity periods do not overlap.

○ the validity period of one approval process for each business transaction is unlimited by selecting the

Unlimited Validity

checkbox.

Show Open Approval Tasks

For approval processes that have the status

Active

or

Ended with Open Approval Tasks

, you can view open approval tasks by clicking

Show Open Approval Tasks

.

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Monitor Approval Processes

You can view and monitor approval processes. From the

Show

dropdown list, the following options are available:

Table 123:

Value Description

All Processes Shows all approval processes available in the system, includ­ ing all default approval processes.

Active Processes

Inactive Processes

Expired Processes with Open Approval Tasks

Active and Scheduled Processes

Shows approval processes for which the validity period has not expired.

Shows approval processes for which the validity period has expired and approval processes that have

Draft

status.

Shows approval processes that have expired with approval tasks that were not processed during the validity period of the approval process.

Shows active approval processes and approval processes for which the validity period lies in the future.

You can also group approval processes by the related business transaction.

Delete an Approval Process

You can only directly delete approval processes that have

Draft

status.

However, if an approval process has

Scheduled

status, then you can delete its validity period by clicking

Edit

Validity

, then removing the validity period. In response, the status changes to

Draft

, and the approval process can then be deleted.

Related Information

Enabling Approval Processes [page 639]

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10.5 Creating Employee Delegates

If an employee is on vacation or temporarily absent, employees can define delegates for themselves, defining relevant access rights by area. Administrators can create delegates for all employees.

Overview

You can create delegates for yourself, or administrators can create delegates for employees who are away from the office, either for a short period or long period of time. Creating delegates allows the delegate to access certain rights of the substituted employee for the specified period of time.

To create new delegates, do the following:

Procedure

1. Depending on your role, follow the appropriate path:

Table 124: Where Can I Define Delegates?

Role Where?

User

Administrator

2. Select

New

and define the following:

1. The employee who will be away temporarily.

People Delegates

Administrator Delegates

Note

Users can only define delegates for themselves. Administrators can define delegates for all employees.

Once the employee is selected, the system displays all the work centers assigned to him or her.

2. A delegate to replace the employee.

3. The start date and end date during which you want the delegate to take over responsibilities.

Note

If you enter the start date of a substitution in the future, then the system saves the delegate with the status

Not Started

. By default, only active delegates are displayed. If you want to see future delegate assignments, use the filter

Planned Delegates

.

4. Define which

Access Rights

that you want to grant to the delegate.

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Note

You can create either a full substitution or a partial substitution. In full substitution, you grant the delegate access to all the work centers assigned to the employee. In partial substitution, you create multiple delegates, granting access to only selected work centers to each of the delegates.

3.

Save

the delegate.

Note

If you want to end a substitution before the specified end date, choose

Actions Delete

.

10.5.1 Configuring Notifications for Delegates

As an administrator, you can define notifications for delegates, where the delegate receives notifications of tasks to be completed, or general notifications for the employee who is absent.

Caution

Beta Feature

This document describes how to access these features from the

(Beta) Administration

tab. If you are accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different.

This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose

Adapt

Launch in Microsoft Silverlight® .

Note

When you or the employee activates delegate, the system automatically provides copies of notifications to the delegate without the administrator having to manually maintain this view.

Important tasks

Creating Delegate Notifications

1. Go to

Administration Operations Workflow Delegates

.

2. Select the employee for whom you want to create or edit delegates, and choose

Edit Delegates

.

Note

You will see a list of existing delegates, if any. You can activate them by selecting

Activate

.

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3. To create a new delegate, select

Add Row

and enter:

1. The

Relationship Type

depending on whether the employee you selected is the employee who will be absent or the employe who will become the delegate.

2. The

Related Employee

who will either be a delegate for or have work delegated to him or her by the former employee, depending on what you select in the previous column.

Note

To activate this delegate immediately, select

Activate

.

4. Save your changes.

10.6 Enabling Approval Processes

In some cases it is helpful if more than one colleague reviews and approves business transactions, before they are further processed. In these cases, you can also configure your system to approve business transactions automatically, once the defined conditions are met.

For each business transaction, you can only have one active approval process. However, within this process, you can define several approval steps with different approvers and conditions. If you have created more than one approval step, the system checks each step in succession for the defined conditions. If approval for one step is not granted, then the system will not proceed to the next approval step to check the conditions defined for the business transaction there.

The approval notifications, such as the request and the confirmation, appear in the notification area of the system for the involved employees and managers. If the approver finds an unsatisfactory transaction, then he or she can add a comment and return it to the employee for revision. The employee then revises the transaction and submits it again for approval. Once the business transaction is correct, it can be further processed.

The process can also be enhanced with e-mail notifications that are sent directly to the applicable employees, as described in the prerequisites below.

Example

For example, you have activated the approvals for campaigns in your system, and now you want to define a two-step approval process. In the first step, campaigns created for the campaign execution type

Direct E-Mail

are to be approved by one of two employees in your company. In the second step, campaigns with target groups greater than 10,000 members are to be approved by the line manager of the employee.

Now suppose that the employee created a campaign with execution type

Direct E-Mail

, with a target group that contains 10,523 members, but neglected to specify the start and end date of the campaign.

In response, the system first confirms that this campaign requires approval, so the employee is only authorized to select

Actions Submit for Approval

. Then, one of the approvers checks the campaign and notices that the campaign start and end dates are missing, so the approver adds a comment to the campaign, and returns it to the employee for revision. The employee corrects the campaign accordingly and submits it again for approval.

The campaign is then initially approved, but the employee must wait until the line manager also provides approval, because the target group has more than 10,000 members. The system determines the line manager from the organizational management hierarchy, upward from the employee, until the first manager is found.

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This topic describes the required settings for all of these items, whose configuration does not differ. These are:

● Campaigns

● Opportunities

● Sales quotes

● Tickets and work tickets

● Contracts

Prerequisites

Scoping

Choose

Business Configuration Implementation Projects

, then click

Edit Project Scope

.

In the step

Questions

, confirm that the following questions are in scope:

● Campaigns:

Marketing Campaign Management Campaign Execution

: Do you want to use a multi-step approval for campaigns?

● Opportunities:

Sales New Business Opportunities

: Do you want to use a multistep approval for opportunities? and Do you want the system to automatically submit an opportunity for approval?

The second question is optional and only relevant if you want trigger automatically an approval for your opportunities if the entered data fulfill the defined criteria.

● Sales quotes:

Sales New Business Sales Quotes

: Do you want to use a multi-step approval for sales quotes?

● Tickets:

○

Service Customer Care Service Request Management

: Do you want to use a multi-step approval for tickets? and Do you want that the system submits automatically a ticket for approval?.

○

Service Employee support Ticket Management

: Do you want to use a multi-step approval for tickets? and Do you want that the system submits automatically a ticket for approval?.

The second question is optional and only relevant if you want trigger automatically an approval for your tickets if the entered data fulfill the defined criteria.

● Contracts:

Service Entitlement Management Service Contract Management

: Do you want to use a multistep approval for service contracts?

● E-Mail Notifications: E-mail encryption and signature:

Build-in Services and Support System

Management Security

: Do you want to use encryption and signature for e-mails?

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Fine-Tuning

● Maintain business task management

To maintain business task management for your business transactions, open the

Business Configuration

work center and choose the

Implementation Projects

view. Select your implementation project and click

Open

Activity List

. Select the

Fine-Tune

phase, then select the required activity from the list and edit the available task types:

○

Approval for Campaigns

○

Approval for Opportunities

○

Approval for Sales Quotes

1. To adapt the task types for the approval, select, under

Available Task Types

, the task that you want to change.

2. Change the

Task Type Details

as required.

3. Save your changes.

● E-Mail Notifications: Maintain E-Mail and Fax Settings

You must specify your company domain in the

E-Mail and Fax Settings

activity. To do so, open the

Business

Configuration

work center and choose the

Implementation Projects

view. Select your implementation project and click

Open Activity List

. Select the

Fine-Tune

phase, then search for

E-Mail and Fax Settings

.

Enter your company domain, such as

example.com

, as the

Allowed Sender E-Mail Domain

.

Define the Approval Process

To complete your configuration, you must define the approval process in the

Administrator

work center, under

Approval Processes

. Here you create and edit approval processes to suit your business requirements. Different approvers and attributes for conditions are available depending on the related business transaction.

Note

Remember that if you have scoped your project as described above, then the initial approval process is already active and all created business documents will be automatically approval relevant until the approval process conditions are adapted to your own needs.

1. For the relevant business transaction, select the approval process and click

Copy

.

The system copies the selected approval process.

2. On the following screen, enter a name for the approval process.

3. Specify the steps involved in the approval process.

By default, each approval process contains one step.

1. Specify the number of steps by clicking

Add Row

or

Remove

accordingly.

You must also specify the sequence of the steps. Note that more than one step can have the same sequence number, in order to enable parallel steps.

2. Specify the name of the process step.

3. Specify work distribution for each step by selecting the relevant entry from the

Work Distribution

dropdown list.

Note that if you select

Direct Approver

, you must select an employee responsible by clicking

Edit

. On the following screen, select one or more employees responsible.

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The following work distributions are available:

○ Campaigns

○ Line Manager

○ Direct Approver

○ Opportunities

○ Direct Approver

○ Owner of Top Level Account

○ Sales Quotes

○ Direct Approver

○ Functional Unit Manager

○ Involved Party Approver

○ Reporting Line Manager

○ Responsible for Account

○ Owner of Top Level Account

○ Tickets

○ Approver of Ticket

○ Direct Approvers

○ Manager of Agent Responsible for Ticket

○ Manager of Service Technician for Ticket

○ Responsible for Account

○ Contracts

○ Approver of Contract

○ Contract Administrator

○ Direct Approvers

○ Manager of Contracting Unit

○ Responsible for Account

4. You can optionally decide whether all approvers must approve this step, and whether approval occurs automatically if no approver is found.

4. Create and edit a condition when the approval will be required.

Select the process step for which you want to create or edit conditions, then click

Edit Conditions

.

Note

The available attributes differ by business transaction.

E-Mail Notifications: Configure S/MIME

To enable e-mail notifications, you also must upload the CA certificates in this area for the generic business task management e-mail address for all involved employees and managers.

1. Choose

Configure S/MIME

in the

Administrator

work center under

Common Tasks

.

2. On the

Incoming E-Mail

tab, upload the CA certificates from all involved employees for the generic incoming email address

Business Task Management Email Notifications

.

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3. On the

Outgoing E-Mail

tab, install the system CA certificate in the e-mail client of the involved employee as follows:

1. Click on

Link to SAP CA

and open the site

SAP Trust Center Service — Root Certificates

.

2. Click on

SAP Passport CA Certificate

. A popup opens.

3. Click

Install Certificate...

and follow the wizard by clicking

Next >

.

4. Select

Place all certificate in the following store

and click

Browse...

.

5. Select

Trusted Root Certification Authorities

and click

OK

and then

Next >

.

Now the CA certificate from the system is installed locally.

4. Now activate the S/MIME on the

Activate S/MIME

tab select the options:

○

Check Signature of Incoming E-Mails

○

Encrypt Outgoing E-Mails

(optional)

○

Signing Outgoing E-Mails

General Settings

● E-Mail Notifications: Ensure that the involved employees are business users and have valid e-mail addresses, and that the CA certificates from the employees are uploaded to the system for outgoing e-mails.

● E-Mail Notifications: Each involved employee must subscribe to the e-mail notifications by opening the

Notifications

view and choosing

Subscribe to E-Mail

.

● E-Mail Notifications: Check that the e-mail clients of the involved employees have enabled the receipt of encrypted e-mails.

Business background

Approvers

The following options are available to define an approver:

●

Direct Approvers

: You can select specific employees responsible as direct approvers, provided that they possess the corresponding access rights to the task type and business transaction. Such approvers also require read access to the relevant business transaction data and write access to the notes of the business transaction.

●

Functional Unit Manager

: For example, if the business process must identify a cost center manager to approve a shopping cart in the system, then the system accesses the hierarchy at the level of the employee who created the shopping cart and searches upward in the hierarchy until the responsible functional unit manager is found.

●

(Reporting) Line Manager

: The system accesses the organizational structure at the level of the employee who submitted the approval task and searches upward in the hierarchy until the manager above the employee is found.

●

Responsible for Account

Special Cases

● The approver is the requester.

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The requester of an approval task is also the employee who submitted the document to be approved. For each approval step, the system checks if one of the approvers is the same as the requester. If this is true, and if the approver is authorized to approve the document, then the system does not generate an approval task, and the step is automatically approved.

● Same approver for different steps.

If an approver already approved a previous step in the approval process, then the system approves the current step. Approval occurs even if the task is forwarded to the approver, if multiple approvers exist for a step, or if the system determines that the employee is an approver.

● No approver found.

If the system cannot find an approver for a particular step, then the following processing occurs:

1. The system determines all users who are authorized to open the corresponding task.

2. The system creates an unassigned task for the step. The administrator is requested to specify an approver.

Conditions

For each process step, you can create conditions. Note that the system continues to follow the sequence of process steps even if a condition for a specific step is not met. The approval process for a related business transaction only ends when an approver in the process rejects the request as described in the approval task.

Specifics

● Sender E-Mail Address in E-Mail Campaigns

You can create an approval condition that shall trigger an approval for a campaign that uses a specific sender e-mail address or only specific strings of an e-mail address.

Example

Here are some examples, how this can look like:

○ *@abccompany.com

○ info@*.abcompany.com

○ [email protected]

Validity Periods

Approval processes are only valid for a specified period of time because they are time-dependent. When you edit the validity of an approval process, the system displays the approval processes of the related business transaction that have not yet ended. Note that the system allows neither gaps nor overlaps in the validity period of the approval processes.

Note that you must have one approval process with an unlimited end date; the approval process can have either the

Active

or

Scheduled

status.

Draft approval processes do not have a validity period defined. When you define the validity of an approval process that has the

Draft

status, the

Valid From

date must be later than or equal to today's date. By defining the validity, the status of the approval process changes accordingly.

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Figure 8:

Workflow Rules for Tickets and Contracts

As soon as the approval relevant conditions are met the approval for tickets can be triggered either manually or automatically and contracts only manually, depending on your scoping settings. The system then raises a warning message and you either submit the ticket manually by choosing

Approval Submit for Approval

or the ticket goes in approval automatically after it is saved.

For tickets and contracts the standard business tasks for approve or revise notifications aren’t delivered. If needed you can define appropriate workflow rules according to the approval status.

Tip

But be aware that the ticket doesn't go in approval again once it is approved although approval-relevant conditions are met.

Therefore we recommend to combine the approval settings with workflow rules. Workflow rules can react on field changes with actions where you can, for example, set the ticket again back to status

In Approval

and the

whole process starts again. For more information, see Configuring Workflow [page 625] .

Disabled Actions and Fields in Tickets

As long as the ticket is

In Approval

you can't change the ticket anymore. The only enabled fields and actions are the

Internal Notes

and all follow-up actions.

Also the actions

Copy to CRM

and

Release to ERP

are disabled when the approval status is

Not Started

,

In

Approval

,

Rejected

,

In Revision

or

Withdrawn

.

Reminder for Pending Approval

In case an approval is pending for a certain time, notifications can be triggered through workflow rule setup to inform employees about the delay.

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Sales Quote as PDF Attachment

If you have enabled approval processes for sales quotes the approval e-mail will be sent out with the corresponding sales quotes as PDF attachment.

Tasks

Create and Edit an Approval Process

In the

Approval Processes

view, administrators can create and edit approval processes to suit their business requirements. You can access the

Approval Processes

view from the

Administrator

work center.

1. For the relevant business transaction, select the approval process and click

Copy

.

The system copies the selected approval process.

2. On the following screen, enter a name for the approval process.

3. Specify the steps involved in the approval process.

By default, each approval process contains one step.

1. Specify the number of steps by clicking

Add Row

or

Remove

accordingly.

You must also specify the sequence of the steps. Note that more than one step can have the same sequence number, in order to enable parallel steps.

2. Specify the name of the process step.

3. Specify work distribution for each step by selecting the relevant entry from the

Work Distribution

dropdown list.

Note that if you select

Direct Approver

, you must select an employee responsible by clicking

Edit

. On the following screen, select one or more employees responsible.

4. Optional: Create and edit a condition.

Select the process step for which you want to create or edit conditions, then click

Edit Conditions

.

Note

The available attributes differ by business transaction.

5. Optional: Approve a Step Automatically

If you select the

Automatic Approval

checkbox, then the system automatically approves the step if no approver is found.

6. Optional: Create Business Task Management Item

Business Task Management (BTM) ensures that activities related to a business processes within or across your organization are completed in order to fulfill defined business objectives.

You can create Business Task Management items so that users check, change, clarify information, complete items, or make a decision as part of an approval process.

Edit the Validity of an Approval Process

1. Select the approval process of the business transaction whose validity periods are to be edited. Note that the approval process must have the status

Draft

,

Active

, or

Scheduled

.

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2. Click

Edit Validity

.

All approval processes are displayed for the corresponding business transaction, provided that it has not expired.

3. Specify the validity periods and the corresponding time zones for one or more approval processes.

Note

Ensure that:

○ the validity periods do not overlap.

○ the validity period of one approval process for each business transaction is unlimited by selecting the

Unlimited Validity

checkbox.

Show Open Approval Tasks

For approval processes that have the status

Active

or

Ended with Open Approval Tasks

, you can view open approval tasks by clicking

Show Open Approval Tasks

.

Monitor Approval Processes

You can view and monitor approval processes. From the

Show

dropdown list, the following options are available:

Table 125:

Value Description

All Processes

Active Processes

Shows all approval processes available in the system, includ­ ing all default approval processes.

Shows approval processes for which the validity period has not expired.

Inactive Processes

Expired Processes with Open Approval Tasks

Active and Scheduled Processes

Shows approval processes for which the validity period has expired and approval processes that have

Draft

status.

Shows approval processes that have expired with approval tasks that were not processed during the validity period of the approval process.

Shows active approval processes and approval processes for which the validity period lies in the future.

You can also group approval processes by the related business transaction.

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Delete an Approval Process

You can only directly delete approval processes that have

Draft

status.

However, if an approval process has

Scheduled

status, then you can delete its validity period by clicking

Edit

Validity

, then removing the validity period. In response, the status changes to

Draft

, and the approval process can then be deleted.

10.7 Notification – Opportunity Stalled

If an opportunity remains too long in a certain phase, then it is said to be stalled. In this case, the system notifies the manager of the sales representative who is responsible for the opportunity.

This type of notification has a high priority as a default. A notification of this type expires automatically 14 days after it has been created.

Relevance

The relevant sales manager receives this notification under

Notifications

.

Response

Since this notification is used for information purposes only, no further action is required.

10.8 Notification – Lead Aging

If a lead remains too long in a certain phase, then it is said to be aging. In this case, the system notifies the manager of the sales representative who is responsible for the lead.

Overview

This type of notification has priority high as a default.

A notification of this type expires automatically 14 days after it has been created.

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Relevance

The relevant sales manager receives this notification under

Notifications

.

Response

Since this notification is used for information purposes only, no further action is required.

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11 Mobile

The following are the configuration settings related to the mobile applications and features of SAP Cloud for

Customer.

About Mobile Device Administration [page 650]

Learn how to administer and configure iPad and Smartphones.

Adding Custom Reports to SAP Customer Insight [page 651]

Learn how to add custom reports to SAP Customer Insight for iPad.

Adding Extension Fields to Smartphones and Tablets [page 652]

Learn how to add an extension field to a mobile floorplan.

Enabling Offline Mode for extended edition [page 653]

Learn how to enable SAP Cloud for Customer, extended edition apps users to view data stored on the device when a network connection is not available.

Enabling Extension Fields for iPad Offline Mode [page 655]

Learn how to enable extension fields for SAP Cloud for Customer for iPad in offline mode.

iPad Offline Mode [page 657]

Learn how to work with SAP Cloud for Customer for iPad app in offline mode.

Defining External iOS App Navigation [page 666]

Learn how to enable your other iOS apps or your Safari® browser to launch SAP Cloud for Customer for iPad.

Configuring SAP Customer Insight for Marketing [page 667]

SAP Customer Insight for marketing gives you more control over all your marketing initiatives and keeps track of your campaigns, leads, and allocations of your marketing spend. It helps you better manage your marketing activities including market development, campaign management, funds management, and lead qualifications.

11.1 About Mobile Device Administration

Learn how to administer and configure iPad and Smartphones.

There are two categories of devices, described below, for you to administer.

iPad

There are currently two native apps for iPad: SAP Cloud for Customer and SAP Customer Insight.

● SAP Cloud for Customer for iPad

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Mobile

This app uses the same layout information as the browser-based interface. As an administrator, the only additional configuration required is to enable business users to work in offline mode, and to configure any extension fields you have added to work properly in offline mode.

For more information, see:

○ Enabling iPad Offline Mode

○ Enabling Extension Fields for iPad Offline Mode

● SAP Customer Insight for iPad

As an administrator, you can configure which tiles and reports appear for users in this app. You can also create custom reports.

For more information, see:

○ Adding Reports to SAP Customer Insight

○ SAP Customer Insight and Home Page Report Patterns

Smartphones

As an administrator, you must configure extension fields specifically for smartphone apps.

For more information, see:

● Extension Fields Quick Guide

● Adding Extension Fields for Smartphones.

11.2 Adding Custom Reports to SAP Customer Insight

Learn how to add custom reports to SAP Customer Insight for iPad.

Overview

As an administrator, you can create custom reports for use on the SAP Customer Insight mobile app for iPad.

Prerequisites

● You are familiar with working in adaptation mode, as described in the Adminstrator Adaptation Quick Guide.

● You have created one or more custom reports, as described under Working with Reports Using the Report

Wizard. Be sure to save at least one named selection, as described under Working with Selections.

● If you want your custom report to have a specific visual representation on the SAP Customer Insight home screen, then ensure that your report conforms to one of the available patterns described under SAP

Customer Insight and Home Page Report Patterns.

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Caution

There are two important limitations to consider as you create reports for display on the iPad:

1. Total data size returned by the report should be 4 MB or less for display on the original iPad, and 8 MB or less for display on the iPad 2 or newer. This is a limitation of the device hardware. Export the report to

Microsoft Excel

®

and check the file size to verify that your report meets this limitation.

2. Reports should be limited to a maximum of 15 rows by 15 columns for best results when rendering graphs on the iPad.

Procedure

1. In the Web browser, open the SAP Cloud for Customer home page.

2. Choose the

Settings

icon, then choose

Adapt

.

3. Select the role to which you are adding custom reports.

4. Choose

Settings Edit

.

5. Select

Reports

.

6. Select the

Add to Role

option for the desired reports.

7. Toggle the Hide/Show option as desired.

If a report is hidden, it is not displayed on the home screen, but is available for the user to add via personalization.

8. Choose

Publish

.

9. Choose whether you want to update only the tiles that you have changed, or to update all tiles.

Your changes overwrite personalization settings for every user assigned to the selected role.

10. Confirm the publish options by choosing

Publish

on the

Publish Changes

dialog.

11. Preview how the changes will appear on the SAP Customer Insight iPad app by choosing

Settings Preview

SAP Customer Insight

.

12. To finish and exit adaptation mode, choose

Settings Leave Adaptation Mode

.

11.3 Adding Extension Fields to Smartphones and Tablets

Learn how to add an extension field to a mobile floorplan.

Note

You must be assigned to the work center view upon which the mobile floorplan is based.

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To add an extension field to a mobile floorplan, proceed as follows:

Procedure

1. Log on to the solution.

2. Delete the Microsoft Silverlight

®

cache on your local computer.

For more information about how to delete the cache, see the Microsoft Silverlight product documentation.

3. In the browser window, add one of the following parameters to the system URL after root.uiccwoc and then refresh the page:

○ For smartphones: &sapbyd-agent=mobile https://my012345.sales.ondemand.com/sap/ap/ui/repository/SAP_BYD_UI/Runtime/

StartPage.html?app.component=/SAP_BYD_UI_CT/Main/root.uiccwoc&sapbydagent=mobile&rootWindow=X&redirectUrl=/sap/byd/runtime

○ For tablets: &sapbyd-agent=TAB https://my012345.sales.ondemand.com/sap/ap/ui/repository/SAP_BYD_UI/Runtime/

StartPage.html?app.component=/SAP_BYD_UI_CT/Main/root.uiccwoc&sapbydagent=TAB&rootWindow=X&redirectUrl=/sap/byd/runtime

4. If prompted, log on to the solution again.

You should now see the mobile floorplans for your assigned work center views.

5. Open the screen to which you want to add the extension field.

6. Choose

Adapt Enter Adaptation Mode

.

7. Choose

Adapt Edit Screen

.

The adaptation panel opens on the right side of the screen.

8. Click on the

Extension Fields

pane of the adaptation panel.

A list of screen sections to which extension fields can be added is displayed.

9. Select the

Visible

checkbox next to the extension field to make it visible on the current screen.

10. Save and publish your changes.

See Also

Extension Fields Quick Guide

11.4 Enabling Offline Mode for extended edition

Learn how to enable SAP Cloud for Customer, extended edition apps users to view data stored on the device when a network connection is not available.

Overview

Use this procedure to enable users of the SAP Cloud for Customer, extended edition apps to view data stored on the device when a network connection is not available.

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Enable offline mode by assigning the SAP Cloud for Customer, extended edition offline workcenter to users.

Default all extension fields are available in offline as they are generated. But, for other standard fields to be visible offline, it depends on what fields in the application has been enabled for offline usage.

Tip

Enable a group of users by assigning the workcenter to a role. For more information, see Configuring Business

Roles.

Procedure

1. Go to

Administrator Offline Settings

in Silverlight.

2. Choose either tab

Rules for all Business Roles

or

Rules for Specific Business Roles

.

○ If you choose

Rules for all Business Roles

, click

New

.

○ If you choose

Rules for Specific Business Roles

, select a specific business role and then click

New

or

Quick Add New

.

Note

Quick Add

offers the option to see all the available queries for all the objects and you can mutli-select the objects. Then select

Add

to setup all the rules for the role.

3. Assign the Work center and Query.

Note

.

○ The set of queries available per workcenter are the same as the ones available in the workcenter.

○ You can setup any query by creating a custom one or using the pre-defined ones.

○

Maximum hits

can be specified, if needed by the user. Maximum hits default selection is 500.

4. Click

Save

and close.

Note

Users must provide an additional password for offline data encryption and perform an initial synchronization of data before using offline mode.

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11.5 Enabling Extension Fields for iPad Offline Mode

Learn how to enable extension fields for SAP Cloud for Customer for iPad in offline mode.

Note

This information refers to the native SAP Cloud for Customerfor iPad app and not the SAP Cloud for Customer, extended edition app. For more information on the extended edition app, refer to the SAP Cloud for Customer, extended edition guide.

Overview

If you have adapted the user interface with extension fields, and you wish to make those fields available for use on the SAP Cloud for Customer for iPad app for users working in offline mode, then you must configure the extension fields to correctly pass the information for offline usage. Each item type requires different service types for offline usage. Some item types are only available for offline display, while other types can be created and edited offline, if correctly configured.

Note

Only extension fields added to the item header area are supported in iPad offline mode.

Prerequisites

Create one or more extension fields you wish to use in iPad offline mode. For more information, see:

● Extension Fields Quick Guide

● Create an Extension Field

Procedure

1. Open an item containing the extension field you wish to enable for iPad offline mode.

2. Choose

Adapt

to enter adaptation mode.

3. From the Adapt menu, Choose

Edit Screen

.

4. Select the header area, and choose

Extension Fields

.

5. Select the extension filed you want to enable for offline usage, select

Further Usage

, then select the

Services

tab.

6. Select the

Field Available

checkbox for services for the item type where the extension field is located according to the table below. Note that some item types are supported for display only.

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Table 126:

Item Type

Account

Contact

Sales Lead

Lead

Opportunity

Sales Quote

Service Ticket

Appointment

Task

Phone Call

E-Mail

Product

Display

Service Name:

QueryCustomerIn

Operation:

FindByElements

Service Name: QueryContactIn

Operation: FindByElements

Service Name: QueryLeadIn

Operation: FindByElements

Create and Edit

Service Name:

ManageCustomerIn

Operation:

MaintainBundle_V1

Service Name: ManageContactIn

Operation: MaintainBundle

Service Name: ManageLeadIn

Operation: MaintainBundle

Service Name: QueryMarketingLeadIn

Operation: FindByElements

Service Name:

QueryOpportunityIn

Operation:

FindByElements

Service Name: ManageMarketingLeadIn

Operation: MaintainBundle

Service Name:

ManageOpportunityIn

Operation:

MaintainBundle

Service Name:

CustomerQuoteProcessingQueryCust omerQuoteIn

Service Name:

CustomerQuoteProcessingManageCus tomerQuoteIn

Operation: FindByElements Operation: MaintainBundle

Service Name:

QueryServiceRequestIn

Operation:

FindByElements

Service Name:

ManageServiceRequestIn

Operation: MaintainBundle

Service Name:

QueryAppointmentActivityIn

Operation: FindByElements

Service Name: QueryTaskActivityIn

Operation: FindByElements

Service Name:

ManageAppointmentActivityIn

Operation:

Operation:

MaintainBundle

Service Name: ManageTaskActivityIn

MaintainBundle

Service Name:

QueryPhoneCallActivityIn

Operation: FindByElements

Service Name:

ManagePhoneCallActivityIn

Operation: MaintainBundle

Service Name: QueryEmailActivityIn

Operation: FindByElements

Service Name: QueryMaterialIn

Operation: FindByElements

Service Name: ManageEmailActivityIn

Operation: MaintainBundle

(Display Only)

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Item Type

Visit

Registered Product

Campaign

Target Group

Survey

Product List

Display

Service Name:

QueryAppointmentActivityIn

Operation: FindByElements

Service Name:

QueryRegisteredProductIn

Operation: FindByElements

Service Name: QueryCampaignIn

Operation: FindByElements

Create and Edit

Service Name:

ManageAppointmentActivityIn

Operation: MaintainBundle

(Display Only)

(Display Only)

Service Name: QueryTargetGroupIn

Operation: FindByElements

(Display Only)

Service Name:

QueryQuestionnaireValuationColle ctionIn

Service Name:

ManageQuestionnaireValuationColl ectionIn

Operation: FindByElements Operation: MaintainBundle

Service Name:

QueryProductBusinessPartnerRelat ionIn

(Display Only)

Operation: FindByElements

7. Click

Close

.

You can now save and publish your changes to users.

8. Exit adaptation mode when finished.

11.6 iPad Offline Mode

Learn how to work with SAP Cloud for Customer for iPad app in offline mode.

Note

This information refers to the native SAP Cloud for Customerfor iPad app and not the SAP Cloud for Customer, extended edition app. For more information on the extended edition app, refer to the SAP Cloud for Customer, extended edition guide.

SAP Cloud for Customer is designed as a cloud-based solution — your system runs and stores your data in the cloud. This enables you to access your system anywhere and any time, from any computer with supported browser software. The SAP Cloud for Customer for iPad app also includes the capability to work in offline mode, without a connection to your system. Due to the nature of the cloud architecture there are limitations on what you

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can do while working offline. This document lists the supported item types along with the operations currently possible while working in offline mode.

Note

Here are some general synchronization rules to keep in mind while working offline:

● The maximum number of objects you can sync per item type is 2500. For example, 2500 accounts, 2500 opportunities, and so on.

● Older data may be removed automatically from offline, on-device storage. For example, activities older than 90 days.

● You cannot delete synced objects in offline mode.

● Not all fields of synced objects will be supported for edit or create, such as owner, or fields originally hidden for the object.

Supported Item Types

Accounts

● Sync based on

Active

status

● Edit header information

● View and edit extension fields

● Create new account

You will automatically be assigned as the owner of any accounts you create while offline.

● Create associated items for synced accounts

Table 127:

Associated Item Tabs Available Offline Status

Appointments

Tasks

E-Mails

Phone Calls

Contacts

Addresses

Opportunities

Leads

Service Tickets

Create

Create

Display Only

Display Only

Create

Display Only

Create

Create

Create

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Associated Item Tabs Available Offline

Visits

Sales Quotes

Campaigns

Target Groups

Marketing Attributes

Status

Create

Create

Display Only

Display Only

Create

Contacts

● Edit header information

● View and edit extension fields

Table 128:

Associated Item Tabs Available Offline

Addresses

Sales Leads

Opportunities

Relationships

Registered Products

Tickets

Marketing Attributes

Appointments

Status

Display Only

Display Only

Display Only

Display Only

Display Only

Display Only

Create

Create

Customer

● Sync based on

Active

status

● Edit header information

● View and edit extension fields

● Create new individual customer

You will automatically be assigned as the owner of any new customer you create while offline.

● Create associated items for synced individual customer

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Table 129:

Associated Item Tabs Available Offline

Appointments

Tasks

E-Mails

Phone Calls

Service Tickets

Status

Create

Create

Display Only

Display Only

Create

Appointments

● Change status

● Sync based on time frame (maximum of +/- 2 weeks)

● Edit header information

● View and edit extension fields

● Upload/download attachments (New and In Process items only)

● Create follow-up items:

○ Appointment

○ Task

○ Opportunity

○ Service Ticket

○ Sales Quote

Table 130:

Associated Item Tabs Available Offline Status

Involved Parties

Attendees

Notes

Attachments

Appointments

Tasks

Sales Leads

Phone Calls

Opportunities

Display Only

Display Only

Display Only

Create

Create

Create

Display Only

Display Only

Create

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Associated Item Tabs Available Offline

Service Tickets

Sales Quotes

Activity Contacts

Status

Display Only

Create

Create

Tasks

● Change status

● Sync based on time frame (maximum of +/- 2 weeks)

● Edit header information

● View and edit extension fields

● Upload/download attachments (New and In Process items only)

● Create follow-up items:

○ Appointment

○ Task

○ Opportunity

○ Service Ticket

○ Sales Quote

Table 131:

Associated Item Tabs Available Offline Status

Involved Parties

Appointments

Tasks

Display Only

Display Only

Display Only

Sales Leads

Phone Calls

Opportunities

Service Tickets

Sales Quotes

Display Only

Display Only

Display Only

Display Only

Display Only

Phone Calls

● Sync based on time frame (maximum of +/- 2 weeks)

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● View header information, including extension fields

● You cannot create phone call activities while working offline

E-Mails

● Sync based on time frame (maximum of + 2/ –1 weeks)

● View header information, including extension fields

● View message

Products

● Sync based on your sales org unit

● View header information, including extension fields

Registered Products

View basic header information, excluding extension fields

Product Lists

● View basic header information, excluding extension fields

● Download with validity dates

Table 132:

Associated Item Tabs Available Offline Status

Products

Accounts

Display Only

Display Only

Opportunities

● Sync based on status (

Open, In Process

)

● Edit header information

● View and edit extension fields

● Add Products

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● Change Status — Set as Won, Set as Lost

● View Document Type and User Status changes

● Create follow-up items:

○ Activities: Appointments and Tasks

○ Contacts

Table 133:

Associated Item Tabs Available Offline

Activities:

● Appointments

● Tasks

● Phone Calls

● E-Mail

Contacts

Survey

Status

Display Only

Display Only

Assign and Edit (complete survey)

Sales Leads

● Sync based on status (

Open, Qualified, Accepted

)

● Edit header information

● View and edit extension fields

● Create a new lead

● Accept or decline a lead

● Add products

Table 134:

Associated Item Tabs Available Offline

Products

Status

Add Product

Leads

● Edit header information

● View and edit extension fields

● Create a new lead

● Add products

● View User Status changes

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Table 135:

Associated Item Tabs Available Offline

Products

Survey

Status

Add Product

Assign and Edit (complete survey)

Reports

● Display only

● When you open a report while working online, the report is stored on your device for offline access.

Campaigns

View header information, including extension fields

Target Groups

● View header information, including extension fields

● View group members

Service Tickets

● View and edit header information, including extension fields

● Create new tickets

● Create and associate survey to tickets

Sales Quotes

● View and edit header information, including extension fields

● Create new sales quotes

● Add products from product master or product list

● Upload and download attachments

● Support document type in attachements

● Capture signature

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Visits

● Edit header information

● View and edit extension fields

● Assign surveys

You can only assign surveys that are active, valid for the time frame, and defined for offline usage.

● Complete surveys

● Upload survey attachments

● Set tasks to complete

● Check in, Check Out and set status to In Process

● Create a new visit

● Create follow-up items:

○ Opportunity

○ Service Ticket

○ Sales Quote

Table 136:

Associated Item Tabs Available Offline Status

Tasks

Surveys

Opportunities

Sales Quotes

Campaigns

Create

Assign and Edit (complete survey)

Create

Create

Display only

Calendar

● View activities:

○ Appointments

○ Phone Calls

○ Visits

● Quick view and navigation to item details

● Create and edit:

○ Appointments

○ Visits

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11.7 Defining External iOS App Navigation

Learn how to enable your other iOS apps or your Safari® browser to launch SAP Cloud for Customer for iPad.

By using the URL schemas outlined below, you enable your other iOS apps or your Safari® browser to launch SAP

Cloud for Customer for iPad when displaying item information.

The table below describes each of the available schemas. In each schema, replace

[THINGTYPE]

with one of the associated object types in the second table below.

Table 137:

Use this URL schema To do this sod4ipad://

[THINGTYPE]

/nodeId sod4ipad://

[THINGTYPE]

/internalId/internalObjectId

To navigate to the details screen of the associated item using the nodeID (UUID) as the identifier for the specific item

To navigate to the details screen of the associated item using the SAP Cloud for Customer object ID as the identifier for the specific item sod4ipad://

[THINGTYPE]

/externalId/externalObjectId To navigate to the details screen of the associated item using your external system's object ID as the identifier for the spe­ cific item

Note

This option only works if the external system IDs have al­ ready been made available in SAP Cloud for Customer.

The table below lists the

[THINGTYPE]

for all objects available for use with the URL schemas listed in the table above.

Table 138:

This

[THINGTYPE]

Is used for this type of object

COD_ACCOUNT_TT

COD_CONTACT_TT

COD_COMPETITOR_TT

COD_PARTNER_TT

COD_PARTNERCONTACT_TT

COD_EMPLOYEES

COD_MATERIAL

COD_OPPORTUNITY_THINGTYPE

Accounts

Contacts

Competitors

Partners

Partner Contacts

Employees

Products

Opportunities

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URL Schema for Dataset Navigation

Using the URL schema below, you can define the navigation target within the SAP Cloud for Customer for iPad app as an item list, with a default set of items. For example, you could define the navigation target as the accounts list populated with the

My Accounts

filter.

URL sod4ipad://open_list?woc_name=[work center name]&woc_view_embed_name=[name of the work center view]&owl_embed_name=[name of the object work list]&default_set_name=[name of the default set of data]

Example

To open the app on the list of

My Accounts

as mentioned above, the URL schema would be: sod4ipad://open_list?woc_name=%2FBYD_COD%2FSalesOnDemand%2FAccount%2FUI

%2FCOD_Account_WC.WCF.uiwoc&woc_view_embed_name=COD_Account_WCV&owl_embed_name=COD_A ccount_SOWL&default_set_name=MyAccounts

11.8 Configuring SAP Customer Insight for Marketing

SAP Customer Insight for marketing gives you more control over all your marketing initiatives and keeps track of your campaigns, leads, and allocations of your marketing spend. It helps you better manage your marketing activities including market development, campaign management, funds management, and lead qualifications.

You can view marketing-specific tiles with key performance indicators for reports such as

pipeline

,

forecast

,

marketing funds

,

campaigns

,

marketing ROI

,

cost per lead

,

social media sentiment

, and

social reach

, and drill down to detailed reports. You can also view new headlines for trending metrics. You now have the option of configuring dynamic headline tiles that includes defining the metadata for headlines from a predefined text model. You can choose the KPIs that you would like to monitor for strong positive and negative deviations from pre-defined thresholds that you set. The headlines alert users to the KPIs with the highest deviations. For information on configuring the headline tiles, see

SAP Customer Insight for Marketing: KPI

.

SAP Customer Insight for Marketing: Social Media Tiles Integration [page 669]

SAP Social Media Analytics allows you to create a trend by following the positive or negative feedback from people for a new product that has been launched in the market.

Important tasks

Prerequisites

Your system must be provisioned to support the SAP Customer Insight for marketing. In order to use the dashboard, users must have access to all

Marketing

work centers. Assign this view to all intended SAP Customer

Insight for marketing users.

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Setup

There is no separate setup required to view and use the marketing-specific report tiles. You have the option of using SAP recommended business role for

Marketing Manager

which enables all marketing-related options and work centers for you. Additionally, you can assign all relevant reports and KPIs to the appropriate end-user role.

You can setup your SAP Cloud for Customer home page using the

Personalize

action to display marketing-specific report tiles. You can also create and access the reports from the

Analytics

tab. Create a business role and then assign the appropriate work centers, tiles, and KPIs to it. For details on creating business roles and assigning work centers, see Configuring Business Roles in the Business Operations Guide for SAP Cloud for Customer on SAP

Help Portal .

Log in to the SAP Cloud for Customer tenant as an administrator and do the following:

1. Create business roles as per your company requirements.

2. Create reports specifically for each business role. For details on creating and assigning reports, see

Assign a

Report

in the Business Analytics Guide for SAP Cloud for Customer on SAP Help Portal .

3. Assign work centers and reports to the business roles.

4. Set thresholds on reports to create KPIs. For details on creating KPIs, see

Create and Edit a KPI

in the

Business Analytics Guide for SAP Cloud for Customer on SAP Help Portal .

5. Design a dashboard for the role.

○ Go to the wheel icon to the top right corner and choose

Adapt

to select and assign the appropriate role to the business user.

○ Next, go to

Edit

mode to select

Scorecards

,

KPIs

, and

Reports

to add to the role and then define whether you want to show or hide them on the Home page for the role.

Note

All setup and configuration activities have to be performed in Silverlight. You can then view your marketing dashboard in HTML5.

Personalize

As the end-user for the SAP Customer Insight for marketing, you can personalize your home page with scorecards and KPIs of your choice. You can also view various formats or patterns of a report. For more information on the report patterns you can apply, see

SAP Customer Insight and Home Page Report Patterns

in the Business Analytics Guide for SAP Cloud for Customer on SAP Help Portal .

However, the report should be created to reflect its defined pattern. To do so, you have to personalize your dashboard with tiles of your choice. To do this:

Log in to the SAP Cloud for Customer web browser:

1. Personalize the dashboard to show or hide the tiles of your choice

○ Go to

Personalize

and show or hide the reports, KPIs, and score cards for your logged in business user.

You can also personalize to display your marketing-specific tiles on the SAP Cloud for Customer Insight iPad app.

For more information on personalizing, see

VIDEO: Setting Up the Home Page and SAP Customer Insight

in the Business Analytics Guide for SAP Cloud for Customer on SAP Help Portal .

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Note

You can only view the reports assigned to you by your Administrator.

2. Drill-down into report breakdowns and filter by characteristics such as

Regions

or

Product Categories

3. Select a UI pattern for displaying any tile. Click on the wheel icon to the bottom left corner of a tile to choose from available patterns

4. Additionally, take an action, such as triggering a new campaign to boost sales for a troubled area, based on insights from your dashboard

11.8.1 SAP Customer Insight for Marketing: Social Media Tiles

Integration

SAP Social Media Analytics allows you to create a trend by following the positive or negative feedback from people for a new product that has been launched in the market.

About this document

The Social Media Sentiment and Social Reach report tiles are integrated with social media analytics. To achieve this, you have to do the following:

● Create and define a topic in SAP Social Media Analytics

● Set various parameters for your topic and then generate a Url

You can then copy the generated Url to the SAP Cloud for Customer mashup to trigger the import of data from

SAP Social Media Analytics. This data will display on the marketing homepage in the Social Media Sentiment and

Social Reach tiles.

Important tasks

Follow these steps to create topics and set parameters in SAP Social Media Analytics:

1. Login to SAP Social Media Analytics.

2. Next, choose the

Topics

tab and create a new topic. You can choose various criteria for that topic. SAP Social

Media Analytics allows you to create multiple topics and set parameters for each of these topics. Enter all required fields and save the topic.

Note

Be accurate when defining key words for a topic to avoid calling up unrelated results for your search.

3. Go to the

Dashboards

tab to view the top ten query results associated with your topic based on criteria you have set for your topic. These parameters can be terms, attributes, likes/dislikes, sources (various social networks, blogs, forums etc), authors (people posting about the product), or sentiment breakdown by country or region.

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4. You have a further option to create themes, which are sub-topics to your main topic. This will help streamline your topic and products further.

5. Next, you will now have to import this data into the SAP Customer Insight for marketing dashboard. Most of the data can be imported into the SAP Cloud for Customer system.

6. To do this, go to the API console/explorer within SAP Social Media Analytics. The data displayed in the

Dashboard tab can be extracted and exported from here.

○ Enter your credentials

○ Enter your topic for which you want to extract your data

○ Then enter your parameters/criteria in the metric Series drop down fields

○ Set the date and then time, specifying how often you want the job to run. This is usually set on a daily basis. You can also add themes for your topic here. Then set the date for publishing

○ Next, click on the

Try it

button. API Explorer generates a unique Url for your topic with the criteria-set you have chosen, and displays the response for your topic

○ Now you have to export this data so that the SAP Customer Insight for marketing dashboard picks up this data to display on the marketing tile

7. Login to SAP Cloud for Customer.

1. Go to

Administrator Business Flexibility Mashup Web Services

.

2. Click

New

and then

REST Service

.

3. Enter the required information as follows:

1. For the

Authentication Method

, choose

Basic

.

Fields for user name and password will appear.

2. Enter your SAP Social Media Analytics user name and password.

3. For

Service Protocol

, choose

JSON

.

4. For

HTTP Method

, choose

GET

.

5. For

URL

, enter

https://api.netbase.com/cb/insight-api/2/retrieveDocuments

.

Tip

You may find it useful to adjust the parameters used by the SAP Social Media Analytics API to identify those messages to be extracted by the solution. For example, you can use the API explorer

(requires authorized log on to your SAP Social Media Analytics account) to expand the methods used for retrieving documents.

Then you can just copy and paste the related API call URL to the

URL

value and click

Extract

Parameters

to automatically extract the

Input Parameters

described in the next step.

4. In the

Input Parameters

section, add rows to the table for each of the input parameters listed below.

Table 139: The following parameter values will be used to call the SAP Social Media Analytics by NetBase API for the defined topic (case-sensitive)

Parameter Constant Additional Information

topics <Your Topic Name>

The topic variable,

<Your Topic

Name>

, should be equal to the topic you have configured on SAP Social

Media Analytics.

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Parameter Constant

sizeNeeded <Up to 1000 max> publishedD ate

<YYYY—MM—DD> sort daynumber secondsIn3

Additional Information

Enter today's date. This is replaced at runtime.

5. Save your entries.

Note

The

Service ID

for the newly created web service must be entered manually when creating the associated social media channel.

6. Enter the API keys for the mashup web service.

1. Select the mashup web service for SAP Social Media Analytics you just created.

2. Click

Enter API Keys

.

3. Click

Show API Keys

.

4. Enter your user name and password information for your SAP Social Media Analytics account and save your entries.

8. Next, create a new channel. To do so, follow these steps:

Go to

Administrator Service and Social Settings

then under

Social Media

, choose

Social Media

Channels

and click

New

.

1. Select the

Channel Type

, in this case,

SAP Social Media Analytics

.

2. Define the

Advanced Settings

.

Select a date and time for the initial import run.

The initial import is the first import of messages from a channel. This setting indicates a specific date and time from which messages should be imported once an import run has been scheduled for the channel.

This allows you to front load the system with, for example, all messages from the last 30 days.

3. Complete the following settings to connect with the channel:

Table 140:

Setting Description

Channel ID You can define the channel ID in a way that is meaningful to you. For example, all

SAP Social Media Analytics channels may have a similar naming convention.

Caution

This is the only chance you have to define the channel ID. After you save your entries, the field switches to read-only and can no longer be edited.

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Setting

Channel

Service ID for API

Twitter Account to Retrieve

Tweets

Description

This will be the display name throughout the system for the channel. For exam­ ple, in the message or customer account details as well as when defining routing rules based on channels.

This is the ID for the web service you set up to monitor the associated SAP Social

Media Analytics topic.

This will be the account used to retrieve tweets identified by SAP Social Media

Analytics.

Note

While you can use the same Twitter channel for retrieving tweets identified by

SAP Social Media Analytics as you use for responding, you should consider using separate channels to avoid reaching the rate limit prematurely.

Block Responses

Twitter Account for Responses

This disables outbound messages from the system to the associated Twitter han­ dle.

You should select this option if you are just testing a page to avoid any inadver­ tent responses or broadcast messages.

This will be the handle used to respond to messages received via SAP Social Me­ dia Analytics.

4. Save your entries.

The SAP Social Media Analytics topic is now set up as a social media channel in the system and can be selected from the list of available channels when creating a social media message import run.

9. Once you have set up the social media channel, you can pull in your content from SAP Social Media Analytics and create and set up jobs that can run to populate the social media marketing tiles. Open the newly created channel. On the left panel of the screen, in the

Mash Up Service ID

field, associate the channel ID you created from the previous screen.

10. Once you create a channel, you can create a schedule for it.

Note

However, before you do that, you must first create a RUN. The

Schedule

button enables only you have done that.

11. Choose the

Schedule

button and create a schedule for the job to run.

12. The job needs to run at least once for the data to display on the tiles.

Note

For the marketing tiles associated with this, the job schedule would work best if run at the end of day.

Otherwise the service might return fewer metrics.

Parent topic: Configuring SAP Customer Insight for Marketing [page 667]

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12 Industry Solutions

SAP Cloud for Customer offers industry-specific solutions tailor-made to meet your business needs. These addons are designed to help you engage with your digitally connected, socially networked and better informed customers using the multi-channel service in SAP Cloud for Customer. The integration with industry-specific back-office systems helps you to access business data required to engage with your customers.

Recommendation

SAP does not recommend enabling multiple industry solutions on a single tenant because SAP Cloud for

Customer industry options are out-of-the-box solutions integrated with SAP Industry backends such as SAP

IS-UTIL for utilities, and SAP IS-RETAIL for retail solutions. Enabling several industry options at once on a single tenant might cause out-of-the-box integration and business processes to conflict with each other.

Note

If your SAP Cloud for Customer for Industry implementation requires enabling multiple industries on a single tenant, then engage with your SAP Account team to seek their guidance on your specific implementation needs.

Overview

Figure 9:

The following industry solutions are available in the current release:

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●

Getting Started for Automotive Administrators [page 676]

●

Apparel and Footwear [page 677]

●

Banking [page 692]

●

Configuring Design Win Exchange [page 689]

●

Higher Education and Research [page 702]

●

Insurance [page 706]

●

Professional Services: Solution Overview [page 800]

●

Retail [page 720]

●

Utilities B2B Sales [page 731]

●

Utilities Call Center: Solution Overview [page 742]

12.1 Automotive

The automotive industry solution empowers automotive dealers and importers to consistently sell more vehicles, services, parts and accessories at a better margin. The vehicle information can be used to drive sales processes from lead generation to closure of deals. It also helps dealers to leverage mobility for transactions anytime, anywhere.

Enabling Features in Scoping for SAP Cloud for Customer for Automotive [page 675]

Scoping information for Automotive solution

Getting Started for Automotive Administrators [page 676]

Configuration overview for automotive solution

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12.1.1 Enabling Features in Scoping for SAP Cloud for

Customer for Automotive

Scoping information for Automotive solution

Prerequisites

You must have enabled the required scoping for SAP Cloud for Sales and SAP Cloud for Service.

Parent topic: Automotive [page 674]

Related Information

Getting Started for Automotive Administrators [page 676]

Overview

To begin, go to

Business Configuration Implementation Projects Edit Project Scope Industries

Automotive

and scope the module

Vehicle Management

.

Fine Tuning

Go to

Business Configuration Implementation Projects Activity List Vehicle Management

and maintain the following configuration:

1. Maintain the following for the activity

Vehicle Management

:

○ Model Catalogue for Vehicle Management

○ Fuel Type for Vehicle Management

2. Maintain the following party roles in the activity

Party Role Definition

:

○ Dealer

○ Driver

○ End User

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12.1.2 Getting Started for Automotive Administrators

Configuration overview for automotive solution

Parent topic: Automotive [page 674]

Related Information

Enabling Features in Scoping for SAP Cloud for Customer for Automotive [page 675]

Setup and Configuration Tasks

Prerequisites

The required scoping and configuration for the SAP Cloud for Customer for Sales and SAP Cloud for Customer for

Service must have been completed to enable you to get started with using the Automotive industry solution after configuring the same.

Create Administrators

Before you proceed with the tasks below, you must create one or more administrators from your initial user. For more information, see Creating Administrators in SAP Cloud for Customer.

Create Business Roles (Optional)

Business roles allow you to predefine access rights as a template that you can assign to multiple business users who are to perform similar business tasks. The recommended business roles for automotive solution are

Auto

Sales Representative

and

Auto Sales Manager

.

For information about creating business roles, see Configuring Business Roles.

Create Business Users

The business users are the sales agents. Once you have created employees, you must edit the business user attributes and access rights for the sales agents. The access rights for this user are described in the scoping document for Automotive solution. (Enabling Features in Scoping for SAP Cloud for Customer for Automotive)

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Assign Marketing Attribute Sets to Vehicle

Go to

Administrator Sales and Marketing Settings Marketing

You can create new marketing sets and marketing attributes and assign them to the vehicle.

12.2 Apparel and Footwear

SAP Cloud for Customer for Apparel and Footwear Solution (AFS) is a highly integrated and comprehensive solution developed by SAP and industry leaders to address the particular needs of today’s and tomorrow’s apparel and footwear industry.

Business background

SAP Cloud for Customer for AFS puts apparel and footwear companies in complete control of their supply chain, from procuring raw materials to delivering finished styles and helps them to monitor their complex processes – independent of time and place. This solution helps in maintaining the right-on-time coordination with suppliers and customers, the different agreements laid out with them, and the most effective purchasing and payment integration methods.

SAP Cloud for Customer for AFS industry enables and mobilizes the direct sales representatives and enables them to engage with their customers to build better relationship, capture insight, and help close deals.

Important tasks

The solution provides you with the ability to do the following:

● replicate customer profile from SAP AFS

● replicate grid products from SAP AFS

● display AFS product profiles that include material groups, divisions, seasonal information, characteristics, and variants

● display product catalog views with digital content sourced from product content management systems

(PCM)

● display enhanced list views

● display enhanced product overview pages

● create product listings, order from product lists, and order from grid

Enabling Features in Scoping for SAP Cloud for Customer for AFS [page 678]

You can turn on or turn off certain features of SAP Cloud for Customer during the scoping process. To set up your SAP Cloud for Customer system to support only the AFS features included in SAP Cloud for

Customer for Apparel and Footwear Solutions, you need to scope your implementation project accordingly. The options you choose during the scoping phase of your implementation project are used by the system to generate an activity list that you need to complete to go live.

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Getting Started for SAP Cloud for Customer for AFS Administrators [page 682]

This section provides detailed information on the configuration required for enabling AFS solution in SAP

Cloud for Customer.

12.2.1 Enabling Features in Scoping for SAP Cloud for

Customer for AFS

You can turn on or turn off certain features of SAP Cloud for Customer during the scoping process. To set up your

SAP Cloud for Customer system to support only the AFS features included in SAP Cloud for Customer for Apparel and Footwear Solutions, you need to scope your implementation project accordingly. The options you choose during the scoping phase of your implementation project are used by the system to generate an activity list that you need to complete to go live.

Parent topic: Apparel and Footwear [page 677]

Related Information

Getting Started for SAP Cloud for Customer for AFS Administrators [page 682]

Overview

To begin, go to

Business Configuration Implementation Projects

Then highlight the appropriate project and choose

Edit Project Scope

. See below for details on how to scope the AFS solution.

Prerequisites

You must have enabled the required scoping for SAP Cloud for Sales. For more information, see Enabling

Features in Scoping for SAP Cloud for Sales [page 126]

Key Tasks and Activities in AFS

Based on scoping the following work centers and tabs are enabled for the solution:

Table 141:

Work Center Functions

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Feed

Customers

Sales

Marketing

Products

Activities

Analysis

Feed

● Accounts

● Contacts

● Opportunities

● Sales Orders

● Sales Target Planning

Leads

● Product Lists

● AFS Products

● Appointments

● E-Mails

● Phone Calls

● Tasks

Reports

See Also

Getting Started for SAP Cloud for Customer for AFS Administrators [page 682]

Scoping

As the administrator, you have to scope AFS for your business area to view the appropriate work centers for your solution. For enabling all work centers related to SAP Cloud for Customer for AFS, enable scoping:

Industry

AFS

.

Note

SAP Cloud for Customer for AFS integrates with SAP AFS version 6.0.

Questions for Integration with External Systems

1. Once you complete making your scoping selection, click on

Next

to go to the

Questions

tab.

Here, you can maintain the integration options for fetching the image url, and pricing details from an external system.

2. Next, run the Initial Load Report in SAP AFS to replicate all product information to the

Products

tab in SAP

Cloud for Customer for AFS.

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3. The PI configuration connects the SAP AFS system to the Cloud for Customer system. Whenever you run the initial load report all product information from SAP AFS gets copied to the Cloud for Customer system.

Hence, it is very important to maintain the same product codes and their structure in both the systems to avoid getting error messages when displaying the product information.

Note

For details, see the integration guides for AFS on service marketplace http://service.sap.com/cloud4customer

.

Fine Tune

As an Administrator, you can configure your AFS solution with the settings in the following sections.

Every product in this solution has certain characteristics associated with them.

Example

Size, Color, etc for clothes and shoes.

A combination of characteristics forms a grid. Once a grid is formed, it is associated with a product/material. All this information is replicated from SAP AFS to SAP Cloud for Customer for AFS.

Material Group

You must maintain your material group and description here. First, define your Material Group with a nine– character code and maintain a description. You can also create a new Material Group by selecting

Add Row

.

Sales Division

Define and maintain your Sales Division with a two–character code and maintain a description for it. You can also create a new sales division by selecting

Add Row

.

Target Groups

Define and maintain your target group and maintain a description for it. You can also create a new target group by selecting

Add Row

.

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VAS Customer Group

This activity allows you to request for specific services for the goods they you have ordered before delivery.

Requests can include special labels/packing based on certain criteria, or other special services for their goods.

Example

● Company logo printed in a t-shirt.

● Special packing of the shirt.

● Labeling the material.

You can also associate validity periods for this service, and data will be picked from the material depending on the maintained condition records.

External Pricing

To display accurate pricing calculation when selecting products from the products list or grid, you must first maintain the necessary conditions and parameters in fine tuning. To do this, go to:

1.

Business Configuration Implementation Projects Activity List Fine Tune External Pricing

2. For External Condition Type maintain the descriptions for the condition types used for pricing derived from an external system. This allows you to adapt and show the condition type name in the results.

3. For External Pricing Procedures you can define other price elements than condition types used for external pricing to adapt terminology and translation from an external system.

Dependencies

You have to maintain these seasons, collections, and themes and their associations with each other in exactly the same way as is maintained in SAP AFS. So even though it is possible to associate multiple themes to a single collection in SAP Cloud for Customer, but since this is not possible in SAP AFS, you have to maintain associating different themes to the same collection multiple times, as this is how it works in SAP AFS.

The customer has to create the seasons, collections, and themes in the backend and then maintain them in the same manner in SAP Cloud for Customer as well. All codes and associations have to be manually maintained from

SAP AFS to SAP Cloud for Customer. Otherwise, it will not be possible to replicate the data. The integration system maps the data based on the hierarchies and codes, as maintained in SAP AFS backend.

When we run the initial load report in AFS, all product information about products gets copied to SAP Cloud for

Customer. If codes are not maintained in SAP Cloud for Customer the same way, then you would get error messages. Maintain the configuration data in SAP Cloud for Customer appropriately.

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12.2.2 Getting Started for SAP Cloud for Customer for AFS

Administrators

This section provides detailed information on the configuration required for enabling AFS solution in SAP Cloud for Customer.

SAP Cloud for Customer for AFS is a highly integrated and comprehensive solution developed by SAP and industry leaders to address the specific needs of the present and future apparel and footwear industry. It puts apparel and footwear companies in complete control of their supply chain, right from procuring raw materials to delivering finished styles, and helps them monitor their complex processes, independent of time and place.

The AFS solution helps in maintaining the right-on-time coordination with suppliers and customers, different agreements laid out with them, and the most effective purchasing and payment integration methods.

SAP Cloud for Customer for AFS provides direct sales reps, the ability to view customers, contacts, and AFS grid products within the cloud solution. As a customer for SAP Cloud for Customer for AFS, you have the ability to integrate with SAP AFS.

The AFS solution helps in maintaining the accurate on-time coordination with suppliers and customers, the different agreements laid out with them, and the most effective purchasing and payment integration methods.

SAP Cloud for Customer for AFS industry enables and mobilizes the AFS direct sales representatives. The AFS mobile sales Industry cloud solution enables the sales representative to engage with their customers in building better relationship, capture insight, and help close deals.

Parent topic: Apparel and Footwear [page 677]

Related Information

Enabling Features in Scoping for SAP Cloud for Customer for AFS [page 678]

Setup and Configuration Tasks

Prerequisites

Integration Setup

The connection to SAP ERP system must be established before the on-boarding to SAP Cloud for Customer is implemented. Refer to the Integration content for AFS solution in the integration guide Integration: SAP ERP and

SAP Cloud for Customer via PI in the SAP Service Marketplace.

Scoping for Cloud for Sales

The required scoping in Cloud for Sales must be enabled to run the AFS solution.

Apply SAP Note

Apply SAP Note 2164421 to apply enhancements performed in SAP AFS backend.

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Note

For integration details, refer to the system-specific integration guides on SAP Service Marketplace: http:// service.sao.com/cloud4customer

Important tasks

Setup and Configuration Tasks

The administrator first sets up the SAP Cloud for Customer for AFS system before the other users begin using the solution.

Note

Where Is My Administrator Tab?

You can only perform administration and adaptation tasks in the Microsoft Silverlight® client, which you can access as follows:

1. Log on to your solution in the HTML5 client as an administrator.

2. Choose

Adapt

Launch in Microsoft Silverlight® .

Only users with administrator rights can see these options.

When you switch to the Microsoft Silverlight® client, you'll see the administration and adaptation options, including the

Administrator

tab.

Create Administrators

Before you proceed with the tasks below, you must first create one or more administrators from your initial user.

For more information, see Creating Administrators in SAP Cloud for Customer [page 35]

.

Prepare and Configure your First Implementation Project

Key Tasks and Activities for AFS Features

● Edit Project Scope

In your SAP solution, scoping is the process of matching your individual business requirements to predefined solution capabilities using the business adaptation catalog. The catalog structures all available capabilities for the solution into a hierarchy of business areas, packages, topics, and options. For more information, see

Enabling Features in Scoping for SAP Cloud for Customer for AFS [page 678] .

● Activity List

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Once you have finished preparing an implementation project, you can begin to work with the project's Activity

List. The list is automatically generated by the solution, based on your scoping decisions, and its activities are grouped by phases. It includes all mandatory implementation and project management activities to be completed before your solution can go live.

Create Business Roles (optional)

Business roles allow you to predefine access rights as a template that you can assign to multiple business users who are to perform similar business tasks.

For information about creating business roles, see Configuring Business Roles [page 49]

.

As your next step, scope SAP Cloud for Customer for AFS under the

Business Configuration

work center.

For details on scoping AFS, see Enabling Features in Scoping for SAP Cloud for Customer for AFS [page 678]

Maintain Business Users in AFS

You can now create the users for your organization. For SAP Cloud for Customer for AFS, you have the option of assigning the following business role based on your requirement:

● AFS Direct Sales Representative

○ Represents the apparel and footwear manufacturers. Finds and follows up on leads, qualifies potential customers, and uses a number of different sales techniques to convince businesses/retailers to buy their products.

Note

These roles are a suggestion only. The administrator has to create roles based on their company requirements.

Required Configuration

As an administrator, you have access to the following work centers that will enable you to configure and create certain conditions and settings to facilitate your direct sales representative.

Season Validity Tab

You can upload data for displaying on the Season Validity tab. To access this tab, go to

Products Season

Validity

. This tab displays all replicated product information from SAP AFS.

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For a particular sales area/sales organization, every season can be associated to a validity period. This information is used when placing an order. When a customer places an order for a seasonal product, the system checks the validity period associated with the seasonal product. The system allows the customer to place an order if the order passes all validity checks. Otherwise, the system displays an error message and does not allow customer to place the order.

The transactional data associated with the validity period and seasons can be many. As an administrator, you have to replicate this combination of information from SAP AFS to SAP Cloud for Customer.

To do this, navigate to the SAP AFS system and download all this information in an excel format and then upload the data from the excel spreadsheet into SAP Cloud for Customer.

1. In SAP Cloud for Customer, click

Download

at the top right corner of the screen, and then download the

Add-

In for Microsoft Excel

.

2. Next, in the

Season Validity

tab, under the

Actions

icon, select

Import from Microsoft Excel

. This will download a template. Select

English

.

3. Enable editing for the spreadsheet.

4. In the

SAP Cloud for Customer

tab, click on

Logon

:

○ Provide the url for the system you are logging onto

○ Provide your user name and password

Note

You can access this only if you have the

Season Validity

tab scoped. Typically, only an administrator can perform this task.

5. Next, copy the product information from SAP AFS and paste it into the excel spreadsheet.

6. Once you save this, the

Season Validity

tab displays the uploaded product information.

Season-Collection-Theme Tab

Tip

To view the Season/Collection/Theme, Coverage Strategy, and Category Structure tabs, you have to enable it for the Direct Sales Rep role first. Then all users for that role will be able to view the tabs.

Note

To populate the Season-Collection-Theme, Coverage Strategy, and Category Structure tabs, you have to upload the data from backend SAP AFS to SAP Cloud for Customer via Excel Add-In.

To access this tab, go to

Products Season Validity

tab. This tab displays all replicated product information from SAP AFS.

You have to upload all product information for seasons, collections, and themes to SAP Cloud for Customer using

Excel Add-In.

1. Click on

Import

.

2. Download the Excel Add-In

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Note

You can maintain descriptions for each of the seasons, collections, and themes in ten languages.

In the displayed data, if there is an ID for Season, then it is assumed that the description is for Season. However, if all three IDs are present, then it is assumed that the description is for the Theme. If two IDs are present, then the description is for Seasons.

You can upload the seasons/collections/themes data directly from SAP AFS via the Excel Add-In as there is a direct mapping of the data from SAP AFS to the excel template. However, the description is maintained in a different table. You have to perform a direct copy and paste from the description table to the description fields in the excel template.

1. You have to first go to the database table and upload data from two different tables, and then paste it into the excel template and upload it to Cloud for Customer.

2. Next, save your uploaded data in excel and upload it to Cloud for Customer.

3. Refresh to display in season/collection/theme tab in Cloud for Customer.

4. Click on the Season to display the Collections associated with it. And click on the Collection to display the

Themes associated with that Collection.

Seasons

Seasons allows you to define and control the period in which you want certain materials/fabrics to be sold. You can specify the validity of a certain material for a given season. This creates a restriction on when the material can be ordered, produced, or shipped to customers. You must define a season first, and then associate collections and themes to it. There can be several collections under a single season.

Collections

Next, define a single or multiple collections and associate them to a single or multiple season. Define a collection with a four-digit code and maintain a description for it. Select

Add Row

to create a new collection.

Themes

Next, define a single or multiple themes and associate them to a single or multiple collection. Define a theme with a four-digit code and maintain a description for it. Select

Add Row

to create a new theme.

Category Structure Tab

Note

To create a sales order, you require information on the Coverage Strategy and the Category Structure.

In this tab, you define your category structure, which contains category structure fields that you can freely define.

This constitutes of business characteristics. The Category Structure work center displays all replicated data from SAP AFS.

To access this tab, go to

Products Category Structures

. This tab displays all replicated product information from SAP AFS.

Each category structure has characteristics associated with it. In SAP AFS backend, you have to define the category structure first, which would display all fields that define the category structures associated with it.

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Example

These fields could be US Quality, US Country MRP, Currency etc. This would depend on the defined category structure.

You can replicate the product characteristics from SAP AFS via Excel Add-In. Follow the same method to upload as described in the section above.

1. First, define the Category Structure that contains all fields used to determine the requirement category such as: quality, country, currency etc. This is maintained in backend SAP AFS.

2. Use the Excel upload to upload and display this information on Cloud for Customer under the Category

Structure tab.

3. You can upload product characteristics in approximately sixteen languages. You can maintain ten descriptions and attribute IDs for each business attribute.

Coverage Strategy Tab

In this tab, you would define your coverage strategy and assign valid stock and requirement categories to it. To access this tab, go to

Products Coverage Strategy

. This tab displays all business attributes for a product. It also displays the description, items associated with the product and the combination of attributes for a product.

1. You would have maintained the fields needed for a defined requirement category.

2. Next, specify the conditions that can satisfy the different category structures. You have to perform this via customization in the ERP system.

3. Define a coverage strategy for a category structure. Add/associate the category structures with the coverage strategy.

Example

For coverage strategy C1, you can maintain/associate category structure conditions such as Quality,

Country, etc.

4. In SAP Cloud for Customer, maintain a possible combination of categories for a defined requirement category.

Note

● You can maintain multiple coverage strategies for a single category structure.

● Each coverage strategy would have a unique description.

● You would have the ability to choose all possible combinations allowed for a coverage strategy.

Tip

In SAP Cloud for Customer, when you click on a category structure ID, it displays the coverage strategies associated with it. Selecting a coverage strategy displays the items/combinations associated with it.

When taking a sales order from a particular country there are certain conditions or requirement categories your organization has to meet and maintain. You may even have to maintain different quality types associated with

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different countries. Maintain these conditions in this tab. There may be price variations based on different requirement categories. So these conditions and requirement categories have to be met as well. Provide this information in this tab.

Product Characteristics Tab

To access this tab, go to

Products Product Characteristics

. This tab displays all replicated product information from SAP AFS.

1. Click on a product to open the Characteristic Assignment screen. Here, you can select the color of the product with its description and the hexadecimal value associated with it.

2. Next, save the selection.

3. Close and return to the product characteristic screen and refresh to display the new selection.

AFS Products Tab

To access this tab, go to

Products AFS Products

. This tab displays all replicated product information from

SAP AFS.

This tab displays all replicated AFS products for the ASF ERP system. You have the option of displaying three views of an AFS product as follows:

1. Standard View

Displays the Product ID, Product Description. Product Line, and Product Group.

2. Card View

Displays the products with their image, description, and price. You have the option of clicking on the product

ID to view details of the product.

3. List View (with images)

Displays a list of products with their image, short description and price.

12.3 High Tech

The SAP Cloud for Customer for High Tech solution supports the design win exchange process to drive your indirect channel sales through design registration. Your channel partners can access your solution directly to upload or create new design registrations.

Configuring Design Win Exchange [page 689]

Configuration overview for Design Win Exchange solution

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12.3.1 Configuring Design Win Exchange

Configuration overview for Design Win Exchange solution

If your solution includes the SAP Cloud for Customer, B2B industry user option, you can configure the design win exchange process to support your organization's high-tech indirect channel sales. By allowing your channel partners to enter design registrations directly in your solution, you can monitor and manage the design opportunities that exist for your product to be established as an approved component in a product that an original equipment manufacturer (OEM) is planning.

Your solution scope includes SAP Cloud for Sales and you have completed the basic setup and configuration. For more information, see Getting Started for SAP Cloud for Sales and Marketing Administrators.

Parent topic: High Tech [page 688]

Tasks

Adding Design Win Exchange to Your Solution Scope

You need to turn on the design win exchange features by adding them to your solution scope. You'll find them under

Industry Solution

.

For more information, see Enabling Features in Scoping for SAP Cloud for Sales.

Defining and Assigning Reason Codes for Design Registration

Each time a brand owner or partner contact changes the status of a design registration, he or she can select a corresponding reason for the change. You need to define those reason codes as part of your fine-tuning activities.

1. From the

Activity List

for your implementation project, go to the

Fine-Tune

activities.

2. Click

Design Registration

.

3. Click

Maintain Reasons

to review the list of reasons available in the solution.

1. To add your own reason, click

Add Row

and enter the reason code (beginning with a

z

) and description.

2. Save your entries.

4. Click

Assign Reasons

to review the list of statuses and any assigned reasons.

1. To assign a reason to a particular status, select that status in the list and click

Add Row

.

2. Use the drop-down list to select from the available reasons.

3. Save your entries.

Adding Channel Partners and Contacts

For information about creating partners and partner contacts, see Partners.

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Tip

Once you have created your partner contacts, you need to create business users for them so that they can access your solution directly. To do this, from the partner contact details, choose

Actions Create User

.

Creating Business Roles

SAP recommends you create the following roles specific to the design win exchange process:

● Brand Owner

● Partner Contact

For more information on how to create roles as well as the recommended work center assignments, see

Recommended Business Roles and Work Center Assignments for SAP Cloud for Customer.

When creating the business role for partner contacts, it is important to set the appropriate access restrictions so that partners cannot view the design registrations submitted by other partners.

1. Once you have assigned the appropriate work centers and views for the partner contact role, go to the

Access

Restrictions

tab.

2. Select the row for the

Partners

work center (CODPARTNERWC).

3. From the

Restriction Rule

drop-down list, select

Partner of User

.

4. Save your entries.

Once the business role for partner contacts is complete, assign it to each of the business users you created for your partner contacts.

Adding Channel Partners to Your Org Structure

In order to provide and control the access your partners have to information in your solution, you need to add your partner organizations to your overall sales org structure. Each of your partner organizations should be maintained as a separate org unit. Then you assign the associated partner contacts to those org units as external employees.

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The figure below shows an example of a simple sales org structure where there are two channel partners, A and B:

Figure 10: Example Sales Organization

For more information on setting up your sales org structure, see Setting Up Organizational Management.

Assigning Partner Org Units to Indirect Sales

1. Go to

Administrator General Settings Organizational Work Distribution

.

2. Under the business area for

Sales and Marketing

, select

Relevant Distribution Channels

and click

Edit

.

3. Select a partner org unit from the list.

4. In the rule details area, on the

Distribution Channel

tab, select

Indirect Sales

from the list of available items and move it to the list of selected items.

5. Repeat this for each partner org unit and save your changes.

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12.4 Banking

The SAP Cloud for Customer for Banking solution allows you to choose from commercial banking or wealth management services.

Overview

The SAP Cloud for Customer for Banking solution allows you to choose from the following banking-specific product line:

Figure 11: Graphical Representation of the Banking Industry Solution

● Commercial Banking

● Wealth Management

The SAP Cloud for Customer for Banking solution is targeted towards the following primary business roles:

1. Commercial Banking

○ Client Manager

○ Product Specialist

2. Wealth Management

○ Product Specialist

○ Financial Advisor

These are SAP recommended roles. You can create your own business roles for this solution, based on your requirements, and assign them appropriate work centers.

Enabling Features in Scoping for SAP Cloud for Customer for Banking [page 693]

Scoping details for banking solution.

Getting Started for SAP Cloud for Customer for Banking Administrators [page 698]

Configuring the banking solution.

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12.4.1 Enabling Features in Scoping for SAP Cloud for

Customer for Banking

Scoping details for banking solution.

You can turn on or turn off certain features of SAP Cloud for Customer during the scoping process. To set up your

SAP Cloud for Customer system to support only the retail features included in SAP Cloud for Customer for

Banking, you need to scope your implementation project accordingly. The options you choose during the scoping phase of your implementation project are used by the system to generate an activity list that you need to complete to go live.

Parent topic: Banking [page 692]

Related Information

Getting Started for SAP Cloud for Customer for Banking Administrators [page 698]

Overview

To begin, go to

Business Configuration Implementation Configuration

, highlight the appropriate project and choose

Edit Project Scope

.

Note

If you are setting up your SAP Cloud for Customer for Banking system to support other features from Sales,

Marketing or Social Engagement, refer to the documentation for the relevant topics in this Administrator guide.

Key Tasks and Activities for Banking Features

Customers using this solution can use these functions:

Table 142:

Work Centers

Account

Functions

● Create/edit an account

● Assign a coverage team to the account

● Search for an account

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Contact

Individual Customer

Household

Client — Roll Ups

Lead

Opportunities

Activities

● Create/edit an contact

● Assign a contact to a line of business

● Search for a contact

● Create an individual customer

● Change an individual customer

● Add KYC details

● Assign a coverage team to the Individual customer

● Search for an individual customer

● Create household

● Change household

● Assign members to a household

● Search for household

● Display hierarchy list based on account name, and re­ lated transactional and master data

● Create leads

● Qualify leads using surveys

● Reassign lead to another employee

● Convert to opportunity

● Search for leads

● Create opportunities

● Change opportunities

● Update milestones

● Create follow-on opportunities

● Review opportunity pipeline

● Search for opportunities

● Create appointments

● Create follow-up task to an appointment

● Complete task

● Add appointment details (post visit)

● Generate call report/summary

Note

● Household work center is specific to wealth management only.

● Client — Roll Ups work center is specific to commercial banking only.

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Scoping

As the administrator, you have to scope banking for your business area to view the appropriate work centers for your solution. For enabling all work centers related to banking, you have to enable scoping for banking:

1. Go to

Business Configuration Overview All Current Projects Edit Project Scope

button to display a list of countries and type of business where scoping for banking is valid. This is a default list that has been predefined by Cloud for Customer.

2. Click on the

Next

button to go to

Implementation Focus

, where

SAP Cloud for Customer

is already selected.

3. Click the

Next

button again to go to the

Scoping

tab to view your business area. When you expand

Industry

Solution

, you can view all the offered industry solutions.

4. Select the

Banking

check box to scope it. Next, click on

Banking

to expand the list. You will see that

Wealth

Management

and

Commercial Banking

are selected.

Note

You have the option of selecting both, or either.

5. Once you have made your scope selection, click

Next

to view your scope selections. At this point, review any questions that might be associated with your solution scoping. For information on questions, see the section below. When you are satisfied with it, click on the

Next

button again, and choose

Yes

to the pop up screen asking you to accept your selection.

6. After a final review of your scope selection, click on the

Finish

button to finalize and save your changes.

7. Finally, you will get a confirmation of your scoping entries. After this, you can close the screen view.

Questions

After completing the scoping task, click

Next

to go to the

Questions

tab. Here, under

Industry Solution

Banking

, click on

Wealth Management

. This will display the question associated with it.

The question pertains to an individual customer's ability to have the same relationship to multiple households. By default, a member cannot have the same relationship to more than one household account, unless you select the business option in this section.

Fine Tune

We provide this option to you to let you customize certain features of this solution, based on your requirement.

Fine tuning is enabled in SAP Cloud for Customer for Banking and allows you to configure the item level status for any LOB.

● To fine tune, go to

Business Configuration Implementation Projects Open Activity List Fine-Tune

● From the displayed list, choose

Banking

● On the displayed screen, you can configure/add an item status as follows:

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Banking Coverage Team Client Status

This section allows you to maintain the status of a customer and then associate it to a line of business. SAP Cloud for Customer for Banking delivers four out-of-the-box client statuses, and provides you with the ability to add your own.

● Prospect

● Customer

● Suspect

● Dead

Click the

Add Row

action button to add a new status.

Note

Only the primary member of a coverage team has the authority to set the client status.

The

Line of Business

section displays the following lines of businesses we deliver out-of-box, if both, commercial and client managed banking (wealth management) is scoped:

● Cash Management

● Commercial Loans

● Loans

● New Assets

● Syndicated Loans

● Trade Services

● Trust

You can now set/associate a status to a line of business that best suits your requirement.

Banking Product Item Status

Note

The client status section is specific to wealth management.

You can create a new item, set a status for it; and then associate it to the appropriate line of business. SAP Cloud for Customer for Banking delivers the following standard item statuses as follows:

● Open

● Won

● Dead

● Lost

● Moved

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You can associate any one of these item statuses to an LOB type, displayed under the line of business type section. You also have the option of adding a new status. To do so, click the

Add Row

button below the item status section.

Select an LOB type to view its status value. We deliver several out-of-box LOB types as follows:

● New Assets

● Cash Management

Banking Product Pipeline Status

You can define and set the status for a product pipeline, which are specific to an LOB. You can associate it to the relevant line of business.

SAP Cloud for Customer for Banking delivers the following standard pipeline statuses as follows:

● Won

● Complete

● Closed

● Dead

● Dead Withdrawn

You can add/create your own statuses as well. To do so, click the

Add Row

button below the product pipeline status section.

Based on the LOB type, every product has a status associated with it. SAP Cloud for Customer for Banking delivers several out-of-box LOB types:

● New Assets

● Loans

● Trust

● Cash Management

● Commercial Loans

● Trade Services

● Syndicated Loans

Dependencies

Even though you have selected and applied the appropriate work centers to the users in your company, unless you manually scope household under the customers work center, you will not be able to view the household tab.

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12.4.2 Getting Started for SAP Cloud for Customer for

Banking Administrators

Configuring the banking solution.

As an administrator, you are responsible for setting up the system and making all the necessary initial settings, such as creating users, assigning roles and role-appropriate work centers. After you go live, you are also responsible for regular day-to-day tasks like user management and handling incidents as well as generally making sure the system runs smoothly.

Parent topic: Banking [page 692]

Related Information

Enabling Features in Scoping for SAP Cloud for Customer for Banking [page 693]

Business background

About SAP Cloud for Customer for Banking

SAP Cloud for Customer for Banking is the next generation lead-to-opportunity sales solution for banking companies that will enable them to engage with individual customers interested in client managed banking services or corporations looking for commercial banking services. The solution enables the banking companies engage, service, and retain customers.

Our solution enables all aspects of customer engagement, for banking companies, from demand to sales and service. It also helps take care of account and activity management. You can do the following with SAP Cloud for

Customer for Banking:

● Create an individual customer or account

● Create and assign a contact to an account

● Assign a contact to a line of business

● Assign a financial advisor/client manager to the individual customer or account

● Enter KYC (know your customer) details

● Assign a household to a customer and add members to it

Note

This is specific to wealth management only.

● Assign a coverage team to the customer, who, as an expert can offer various products and services to the customer

● Maintain meeting goals for the coverage team

● Create a lead, based on customer details and requirements

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● Convert the lead to an opportunity

● Create tiered opportunities, which allows the coverage team to enter details for each product/service offered to the customer

● Create follow-ups from tiered opportunities

For information on the work centers and work center views included in the solution, see About SAP Cloud for

Customer.

For information about system and software requirements, see SAP Cloud for Customer System and Software

Requirements.

For information about security considerations for your solution, refer to the SAP Cloud for Customer Security

Guide, available on SAP Service Marketplace at http://service.sap.com/cloud4customer . (An SAP Service

Marketplace user ID is required to access this information. If you, as an administrator, do not have a user ID, then visit SAP Service Marketplace — at http://service.sap.com/request-user — to request one.)

Important tasks

Setup and Configuration Tasks

The administrator first sets up the SAP Cloud for Customer for Banking system before the other users begin using the solution.

Note

Where Is My Administrator Tab?

You can only perform administration and adaptation tasks in the Microsoft Silverlight® client, which you can access as follows:

1. Log on to your solution in the HTML5 client as an administrator.

2. Choose

Adapt

Launch in Microsoft Silverlight® .

Only users with administrator rights can see these options.

When you switch to the Microsoft Silverlight® client, you'll see the administration and adaptation options, including the

Administrator

tab.

Create Administrators

Before you proceed with the tasks below, you must first create one or more administrators from your initial user.

For more information, see Creating Administrators in SAP Cloud for Customer.

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Prepare and Configure Your First Implementation Project

Go to

Business Configuration Implementation Projects

to set up and configure your solution. Administrators can set up and adapt the SAP Cloud for Customer solution to meet your company's specific business requirements by selecting capabilities to incorporate into your solution during scoping.

Key Tasks and Activities for Banking Features

Table 143:

Edit Project

Scope

In your SAP solution, scoping is the process of matching your individual business requirements to prede­ fined solution capabilities using the business adaptation catalog.

The catalog structures all available capabilities for the solution into a hierarchy of business areas, packages, topics, and options.

For more information, see Enabling Features in Scoping for SAP Cloud for Customer for Banking [page

693]

.

Activity List Once you have finished preparing an implementation project, you can begin to work with the project's Activ­ ity List. The list is automatically generated by the solution, based on your scoping decisions, and its activi­ ties are grouped by phases. It includes all mandatory implementation and project management activities to be completed before your solution can go live.

Create Business Roles (optional)

Business roles allow you to predefine access rights as a template that you can assign to multiple business users who are to perform similar business tasks.

For information about creating business roles, see Configuring Business Roles.

You can now create the users for your organization. You have the option of assigning the following business roles based on employee expertise:

Table 144:

Wealth Management

Business Roles

Product Specialist

Function

They are knowledgeable in bank-specific products and serv­ ices such as:

● New Assets

● Trusts

● Loans

The LOB (line of business) types are pre delivered to custom­ ers. A product specialist belongs to a single LOB.

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Financial Advisor They are your first line of contact and help create the account for you. They also assign a coverage team for you based on the products you want. Their primary customer base consti­ tutes individuals of high net worth.

Table 145:

Commercial Banking

Business Roles

Product Specialist

Client Manager

Function

They are knowledgeable in bank-specific products and serv­ ices such as:

● Cash Management

● Commercial Loans

● Syndicated Loans

● Trade Services

The LOB (line of business) types are pre delivered to custom­ ers. A product specialist belongs to a single LOB.

They are your first line of contact and help create the account for you. They also assign a coverage team for you based on the products you want. Their primary customer base consti­ tutes corporations.

Note

These roles are a suggestion only. The administrator has to create roles based on their company requirements.

Next, assign the appropriate work centers for the created business roles. For information on assigning work centers for each business role, see Recommended Business Roles and Work Center Assignments for SAP Cloud for

Customer.

Once you have completed the tasks mentioned above, your next step is to scope SAP Cloud for Customer for

Banking. For information on scoping, see

Enabling Features in Scoping for SAP Cloud for Customer for Banking

[page 693] .

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12.5 Higher Education and Research

Higher Education solution overview

Overview

The

Student Recruitment

module in the Higher Education industry solution is designed to maintain and track data for prospective students and their relationships. This data can be used to support related processes such as planning, campaign management, counselor management, multi-channel interactions and self-service.

Highlights of the Higher Education and Research industry solution are:

● Capture prospective student information such as education history, test scores, program interest, etc.

● Upload the PSAT Test scores (in a .csv file) available from testing agencies. The PSAT test data format is supported in a csv file format and the data can be uploaded to the cloud solution using the migration workbench.

● Create marketing attributes to capture additional student interests.

● Search for students in the leads, opportunities, target group members based on the data (PSAT score, program interest, GPA, etc) maintained for the students. This information can be used to create relevant target groups in the campaign to attract the right students.

Enabling Features in Scoping for SAP Cloud for Higher Education and Research [page 702]

Scoping details for Higher Education

Getting Started for SAP Cloud for Higher Education and Research [page 704]

Configuration information for Higher Education

12.5.1 Enabling Features in Scoping for SAP Cloud for Higher

Education and Research

Scoping details for Higher Education

Overview

To set up your SAP Cloud for Customer system to support the industry solution for Higher Education and

Research , you need to scope the following scoping elements under

Business Configuration Implementation

Projects Industry

●

Higher Education and Research

●

Student Recruitment

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Note

The Higher Education and Research industry solution comes with the default scoping that is available in SAP

Cloud for Customer for Sales, Marketing and Social solutions. These apart, when you scope this industry solution, the default BC scoping for this solution gets activated. This determines the following:

● Following additional views specific to this industry solution are displayed for Individual Customer

○ Test Scores

○ Education History

○ Ethnic Origin

Parent topic: Higher Education and Research [page 702]

Related Information

Getting Started for SAP Cloud for Higher Education and Research [page 704]

Fine Tuning

A fine tuning activity Higher Education and Research Recruiting is provided for this industry solution under

Business Configuration Open Activity List Fine Tuning

. As an Administrator, you can configure your SAP

Cloud for Higher Education and Research solution by maintaining the possible selection values for the following :

● Campus Codes

● Cohort Codes

● Degree

● Student Ethnicity

● Student Grade Scale

You can maintain the scale ID and description and the lowest and the highest grade scale values.

● Institution

● Status (Previous Education Status)

● Program of Interest

● Student Race

Integrate and Extend

Under

Business Configuration Open Activity List Integrate and Extend

, select the activity

Migration of

Higher Education PSAT Scores

to upload PSAT scores to the cloud solution. For detailed information, see

Getting

Started for SAP Cloud for Customer for Higher Education and Research [page 704]

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12.5.2 Getting Started for SAP Cloud for Higher Education and

Research

Configuration information for Higher Education

About SAP Cloud for Higher Education and Research

The new industry solution for Higher Education and Research allows you to track test scores and performance of current and prospective students. You can capture prospective student information using test scores from sources such as PSAT. Data migration templates have been provided to capture the student data in Cloud for

Customer.

Parent topic: Higher Education and Research [page 702]

Related Information

Enabling Features in Scoping for SAP Cloud for Higher Education and Research [page 702]

Setup and Configuration Tasks

Prerequisites

The required scoping and configuration for the SAP Cloud for Customer for Sales must have been completed to enable you to get started with using the Higher Education and Research industry solution after configuring the same.

Create Administrators

Before you proceed with the tasks below, you must create one or more administrators from your initial user. For more information, see Creating Administrators in SAP Cloud for Customer.

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Migrate Data for Individual Customers

You can create individual customers manually or upload the list using data migration templates. Follow these steps to migrate customer data:

1. Download migration template

Higher Education PSAT Scores

.

2. Maintain data in the excel template. Specify the valid customer ID and copy the data for the customer from the test report given by the testing agency.

Note

When copying data from test report given by testing agency, make sure that the template provided by the testing agency is same as the template that you have downloaded for Cloud for Customer. Alternatively, you will need to manually verify that the contents for each field match in both the templates.

3. Upload the PSAT scores to Cloud for Customer. To do this, follow the steps listed below:

1. Under

Business Configuration

, click on the tab for

Integrate and Extend

.

2. Select the filter for

All Activities

and click on the row entry for

Migration of Higher Education PSAT Scores

.

3. In the screen for

Migration of Higher Education PSAT Scores

, click on

Migration of Higher education PSAT scores using the migration tool

.

4. Click

Upload Data from Migration Template

5. Select the file from the disk that you have modified and saved and click

Upload

.

Note

After the upload is complete, select a row in the table for test scores and click on

View PDF

. This displays the test scores upload in PDF format.

Create Business Roles (Optional)

Business roles allow you to predefine access rights as a template that you can assign to multiple business users who are to perform similar business tasks. The recommended business roles for Higher Education and Research solution are

Student Recruitment Director

and

Student Recruitment Officer

.

For information about creating business roles, see Configuring Business Roles.

Create Business Users

The business users in Higher Education and Research are educational institution administration staff, student recruiters and admissions staff and faculty. Once you have created employees, you must edit the business user attributes and access rights. The access rights for this user are described in the section

Enabling Features in

Scoping for Higher Education and Research [page 702] .

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Assign Marketing Attribute Sets to Individual Customers

Go to

Administrator Sales and Marketing Settings Marketing

You can create new marketing attributes for individual customers using SAP Cloud for Customer. Additionally, create specific marketing attribute sets assign the marketing attributes to relevant marketing attribute sets.

These marketing sets will be displayed in the

Marketing Attributes

view for the individual customers.

12.6 Insurance

Insurance solution overview

Overview

SAP Cloud for Customer for Insurance supports insurance agents in managing the insurance sales cycles with an integrated solution driven by specialized backend insurance engines.

Figure 12: Graphical Representation of Insurance Industry Solution

Salient features of the solution are listed here:

● Customer Insight

Customer insight with 360 degree overview of the portfolio and buying capacity of policy holders and review of competitor policies.

● Activity Management with MS Outlook Integration

Activity management using cross channels (social media, SMS, e-mail) as well as MS Outlook integration.

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● Insurance Quick Quotes, Quotes and Policies

Insurance quick quotes and insurance quotes for generating premium, simulation of commission, application validation and issue of insurance policies.

● Integration

Integration with policy and product management systems. The standard solution offers integration with FS-

ICM (Incentives and Commission Management) for simulate of commission and FS-PM (Policy Management) for policy administration, CA-BP (Business Partner) for information on policy holders and captive insurance agents.

● Extensibility and Data Privacy Management

For insurance specific objects (quick quotes, quotes and policies)

Enabling Features in Scoping for SAP Cloud for Customer for Insurance [page 707]

Scoping details for Insurance solution

Getting Started for SAP Cloud for Customer for Insurance Administrators [page 710]

As an administrator, you are responsible for setting up the solution and performing the necessary configuration, such as creating users. After you go live, you are also responsible for day-to-day support tasks, like user management and incident handling, and for making certain that the solution runs smoothly.

12.6.1 Enabling Features in Scoping for SAP Cloud for

Customer for Insurance

Scoping details for Insurance solution

Overview

You can turn on or turn off certain features of SAP Cloud for Customer during the scoping process. To set up your

SAP Cloud for Customer system to support only the insurance features included in SAP Cloud for Customer for

Insurance, you need to scope your implementation project accordingly. The options you choose during the scoping phase of your implementation project are used by the system to generate an activity list that you need to complete to go live.

To begin, go to

Business Configuration Implementation Configuration

, highlight the appropriate project and choose

Edit Project Scope

.

Note

If you are setting up your system to support other features from sales, marketing or social engagement, refer to the documentation for the relevant topics in this Administrator guide.

Parent topic: Insurance [page 706]

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Related Information

Getting Started for SAP Cloud for Customer for Insurance Administrators [page 710]

Tasks

Country and Type of Business

Ensure only the countries you support are selected in the list. To edit the list of selected countries, click

Edit

Countries

.

Scoping

Many of the scoping elements are automatically selected and cannot be deselected. The following is a list of scoping elements to turn on standard features. Refer to the descriptions in the system for more information on each of the business topics.

Table 146:

Included Work

Centers

Included Work Center Views

Feed

Activities

Customers

All

● Appointments

● E-mails

● Phone calls

● Tasks

● Individual customers

● Accounts

Note

Additional Info

tab is displayed in

Customers

when insurance is scoped.

Marketing

People

Products

Leads (Only)

Employees (Only)

Products (Only)

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Insurance

Analysis

● Quick Quote

● Quote

Note

The

Details

tab in

Quick Quote

and

Quote

displays the master data from the insurance back end.

● Policy

Reports

Communication and Information Exchange

1. To enable a connection between a legacy system and SAP Cloud for Customer:

○ Under

Business Process Management

○ Select

Application Programming Interface

2. If you plan on integrating your SAP Cloud for Customer solution with SAP Jam, or linking to Google Docs:

○ Under

People Collaboration, Intranet, and External Services

,

○ Select

Communities, Document Management and External Services

.

3. To integrate your SAP Cloud for Customer solution with your SAP CRM system:

○ Under

Integration with External Applications and Solutions

, select:

○

Integration with SAP CRM

○

Integration of Master Data

○

Integration with Third Party Solutions

○

360 Overview – Account

Questions

No default scoping questions are provided for SAP Cloud for Customer for Insurance.

Fine Tuning

No fine tuning settings are required; Most of the master data and processes are linked in the back end in a runtime environment with SAP Insurance Suite (including FS-ICM and FS-PM).

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12.6.2 Getting Started for SAP Cloud for Customer for

Insurance Administrators

As an administrator, you are responsible for setting up the solution and performing the necessary configuration, such as creating users. After you go live, you are also responsible for day-to-day support tasks, like user management and incident handling, and for making certain that the solution runs smoothly.

The information in this section is organized to help administrators, implementation teams, and consultants with detailed information on functional overview, setting up, and configuring the Insurance solution in their system landscape.

About SAP Cloud for Customer for Insurance

SAP Cloud for Customer for Insurance offers insurance industry specific features under the SAP Cloud for

Customer umbrella.

● For information about security considerations for your solution, refer to the SAP Cloud for Customer Security

Guide located in SAP Service Marketplace page for SAP Cloud for Customer.

Parent topic: Insurance [page 706]

Related Information

Enabling Features in Scoping for SAP Cloud for Customer for Insurance [page 707]

Setup and Configuration Tasks

Note

Browsers supported for SAP Cloud for Customer for Insurance:

Table 147:

Browser

HTML5

IE10 Yes

Chrome Yes

Silverlight (for administrators only)

Yes

Yes

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Additional Information

● Chrome Silverlight — not yet compatible for displaying mashup screens.

● IE8 — Officially not supported by the platform

● IE9 — Browser incompatible

Create Administrators

Before you proceed with the tasks below, you must create one or more administrators from your initial user.

Prepare and Configure Your First Implementation Project

Business Configuration Implementation Projects

is your starting point for setting up and configuring your

SAP Cloud for Customer solution. Administrators can set up and adapt the solution to meet your company’s specific business requirements by selecting capabilities to incorporate during scoping.

Key Tasks and Activities for Insurance Features

Maintain Connection Settings to Connect to the Insurance

Back End

Note

To establish a connection with the insurance back end, the captive agent will need to be logged in to both the

Cloud application and the insurance back end. Configure Single Sign-On to avoid separate log-ins to these systems.

Prerequisites

In the customer system landscape, the following configuration must be defined in the SAP Cloud for Customer back end system. Refer to the Integration Guide for SAP Cloud for Customer for Insurance published in the SAP

Service Marketplace for detailed documentation on these topics.

1. In the MDRS workbench (transaction code MDRS), perform the following steps:

1. Create an outbound service interface.

2. Create an outbound process agent.

3. Verify if the outbound service interface has the same outbound process agent that you created in the previous step.

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4. Implement all the methods in the ABAP class for process agent – CL_INS_QU_CREATE_SUB_SYN_IOA.

5. Create a process component interaction.

6. Create a message communication profile.

7. Create a message communication profile group.

8. Add the relevant business configuration sets.

2. Define the web service configuration in the back end system using the transaction code ‘SOAMANAGER’.

Define a New Communication System

Choose the following path in the Cloud for Customer system to create, save and activate a new communication system:

Administrator General Settings Integration Communication Systems New

.

Define a New Communication Arrangement

1. Choose the following path in the Cloud for Customer system to create, a new communication arrangement:

Go to

Administrator General Settings General Settings Integration Communication Arrangements

New

.

2. Select the message communication profile group that you have created in the Cloud for Customer back end system (see Prerequisites and refer to the detailed documentation in the Integration Guide for SAP Cloud for

Customer for Insurance in the following location in SAP Service Marketplace for Installation Guides:

Cloud

Solutions from SAP SAP Cloud for Customer August 2014 Integration Guide for SAP Cloud for Customer for Insurance

.

3. Specify the following:

1. In the

Communication System

details, specify the system instance ID (system ID created in step in the previous step.

2. Add the user ID and password for authentication.

4. In the

Define Technical Data

details, make the following settings:

1. Communication Method : Direct Connection

2. Inbound Communication: Basic Settings

○ Inbound Communication Method : Set the Flag

○ Application Protocol : Web Service

○ Authentication Method: select

User name and Password

(or select

SSL Client Certificate

if Single

Sign-On is enabled)

○ User ID: the ID of the communication system that you created in the previous step (Define a New

Communication System).

3. Outbound Communication: Basic Settings

○ Outbound Communication Method: Set the flag

○ Application Protocol: Web Service

○ Authentication Method: select

User Name and Password

(or select

SSL Client Certificate

if Single

Sign-On is enabled).

○ Certificate: SAP Business ByDesign System Key Pair

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○ Host Name : This value is defaulted

Maintain Connection Settings to Connect to FS-ICM

Prerequisites

Prerequisites for this configuration are very similar to those documented for the topic Connect to Insurance

Back End. Refer to the detailed documentation in the Integration guide for SAP Cloud for Customer for Insurance published in the SAP Service Marketplace.

Define a New Communication System

Choose the following path in the Cloud for Customer system to create a new communication system:

Administrator General Settings Integration Communication Systems New

and specify the host server name and the system access type. Save and activate the new communication system.

Define a New Communication Arrangement

Note

Choose the following path in the SAP Cloud for Customer system to create a new communication system:

Administrator General Settings Integration Communication Systems New

. Specify the host server name and the system access type, save, and activate the new communication arrangement.

Migrate Business Partners (Customer as Policy Holders and

Captive Insurance Agents as Employees) from CA-BP

CA-BP is the repository for sourcing business partners for SAP Cloud for Customer for Insurance. The business partner master data is synced bi-directionally between CA-BP and Cloud for Customer. BP data can be replicated and synced between SAP Cloud for Customer and CA-BP using MDG. Captive agents are always created in the back end. Policy holders can be created either in SAP Cloud for Customer or in the back end. When created in SAP

Cloud for Customer, it can be automatically replicated in the BP system. Similar configurations settings can be done on the CA-BP system.

Alternatively, the BPs for captive agents and policy holders can be migrated from the CA-BP system using the migration tool with the CSV template.

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Note

From the second approach, there may be a time lag in data replication if data migration is done using the SAP

Cloud for Customer migration tool.

For more information on how to enter or migrate employee data, review the activity list for your project, open the

Migration of Employee Data activity and refer to the system documentation links.

Prerequisites

To enable real time replication of business partners between SAP Cloud for Customer for Insurance and CA-BP, the back end system for CA-BP must be configured to work with Master Data Governance (MDG).

See Also

For detailed information on the integration scenarios for SAP Cloud for Customer for Insurance, refer to the

Integration Guide for SAP Cloud for Customer for Insurance, located on SAP Service Marketplace..

Create Business Roles (Optional)

Business roles allow you to predefine access rights as a template that you can assign to multiple business users who are to perform similar business tasks.

Create a business role of Admin Configuration for Insurance, and assign a work center and view for industry settings to the role.

Create Business Users or Employees

The business users in Insurance are captive insurance agents. Once you have created employees, you must edit the business user attributes and access rights for captive insurance agents.

Ensure that the captive insurance agent ID in Cloud for Customer also exists in FS-ICM. This is to enable the

Simulate Commission feature that is available from FS-ICM. When the integration scenario between FS-ICM and

Cloud for Customer is in place, the simulate commission triggers a commission calculation in FS-PM (the

Insurance Policy Management System) using rules defined in FS-ICM. Note that the commission values are not stored in FS-ICM. The generated commission values for each quick quote and quote transaction are stored in

Cloud for Customer.

The following settings must be defined:

● Assign work centers to business roles.

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● Assign business role to business users and provide access rights to the business users.

Create or Migrate Product Categories and Product Data

Perform the following steps to upload product data to SAP Cloud for Customer for Insurance. The CSV file with the required template for product upload is sent from the insurance back end system. For details of this template, refer to the integration Guide for SAP Cloud for Customer for Insurance published in the SAP Service

Marketplace.

In the back end ABAP system for SAP Cloud for Customer, perform the following steps:

1. Run the MDRS Workbench (transaction code MDRS).

2. Maintain product details as given in the template (refer to the Integration Guide for SAP Cloud for Customer for Insurance for details of the CSV template).

3. Select the

MDRS Search

option and choose

Object Names

.

4. Enter the web service name service II_MANAGE_MATERIAL_IN in the first field and press

Enter

.

5. Execute this web service.

Note

Individual products can also be created in SAP Cloud for Customer under

Products Product Categories

.

Maintain Transaction Status Using Business Configuration in

SAP Cloud for Customer

The statuses of quick quotes, quotes, and policies can be configured using

Business Configurations

settings in

SAP Cloud for Customer:

1. Log in as Administrator and go to the

Business Configuration

work center.

2. Select the

Insurance Status Config

(ensure this is in scope).

3. Here the SAP Cloud for Customer for Insurance internal statuses can be mapped to any external status, and description maintained in the third party insurance engine. The internal statuses are used to interpret the actual status in the external status value, and eventually the actions or operations are performed when a transaction is in that particular status.

Create the Background Job for Remuneration Data Retrieval

Create a business role of Admin Configuration for Insurance, and assign a work center and view for industry settings to the role. Then perform the following steps to schedule the background job to retrieve the analytic data from ICM.

1. Log in as an Admin user, then click in the

Administrator

work center.

2. Select

Industry Settings

.

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3. In the new screen, select

Analytics Data Retrieval

under

Insurance

.

4. In the

Insurance Data Retrieval Job List

view, click on the

New

button to schedule the new background job for data retrieval.

5. In the

Insurance Data Retrieval Job Create

view, enter the job ID, description, selection criteria, then click on the

Save and Close

button. The new job will be shown on the

Job List

view.

6. In the

Insurance Data Retrieval Job List

view, select a job and click on the

Schedule

button.

7. In the

Schedule Job

view, define the method to run the data retrieval job, such as start/end date, single run/ recurrence, and recurrence frequency.

8. In the

Insurance Data Retrieval Job List

view, select a job and click on the

View Job

button.

9. In the

Job Monitor

view, the scheduled job and history are listed. You can cancel the job by selecting the job and clicking the

Cancel Job

button.

10. In the Job Monitor view, click on

Show Filter

and select the

Run Jobs

filter. The job list is shown, job start/end date/time, job status, and any error descriptions.

Configure Involved Parties

You can automatically determine which business partners are involved parties for sales quotes, leads, opportunities, service tickets, or activities by using relationships, party roles and determination rules. For more information, refer to documentation for Party Processing.

Enable Add-In for Microsoft Outlook

Features

● The enterprise search for SAP Cloud for Customer Add-In for Microsoft Outlook ®

is extended to include individual customers.

● Insurance specific objects namely

Insurance Quick Quote

,

Insurance Quote

and

Insurance Policy

are displayed in Microsoft Outlook. A direct navigation is allowed to these objects in Cloud for Customer system.

● Individual customer contacts can be downloaded from Cloud for Customer system and added as contacts in

Microsoft Outlook. These contacts can then be associated with leads and opportunities.

Note

To ensure that your contacts appear in Microsoft Outlook and are synchronized in the future, it is recommended that you add them to your Microsoft Outlook. For more information, see Adding Contacts from SAP Cloud for Customer into Microsoft Outlook.

● For the logged in user, view list of insurance policies, insurance quick quotes and insurance quotes under the respective objects listed in the Add-In for Microsoft Outlook.

● Link inbound and outbound e-mails from inbox to all SAP Cloud for Customer objects (insurance quick quote, insurance quote, insurance policy, opportunities, sales quote, activities, campaigns and leads) and listed in the Add-In. You can do this using the drag-drop feature.

● Sync appointments and tasks from Microsoft Outlook to SAP Cloud for Customer and vice versa. In Microsoft

Outlook, you can drag and drop the appointments and tasks to any of the SAP Cloud for Customer objects.

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Configuration: Settings in SAP Cloud for Customer

The following controls are provided in SAP Cloud for Customer to enable or disable display of insurance specific objects and for download of individual customers. Note that these settings are controlled by an administrator business role and will override the settings made in Microsoft Outlook.

1. Go to

Administrator General Settings Users Business Roles

2. Set the filter to show all

Active Business Roles

. In the

FIELDS & ACTIONS

tab for the business role, verify if the following fields are set to

Unrestricted

.

Note

By default, these fields are set to Unrestricted

○ GW_INDIVIDUAL_CUSTOMERS - If you select this checkbox, a new folder for SAP Cloud for Customer:

Individual Customers will be displayed in the

Contacts

dashboard of Microsoft Outlook

Caution

This field MUST be enabled to download individual customers as well as to view the insurance specific facets in Microsoft Outlook.

○ GW_INSURANCE_SCENARIO - Select this checkbox to display insurance specific facets, namely

Insurance Quick Quote

,

Insurance Quote

and

Insurance Policy

in Microsoft Outlook. These facets will not be visible if this checkbox is disabled.

3. Save your settings.

Configuration: Settings in Microsoft Outlook

The following controls are provided in Microsoft Outlook to enable or disable display of insurance specific facets and for download of individual customers.

● Enable Individual Customers

Select this checkbox to enable download of individual customers as contacts to Microsoft Outlook.

Note

If you disable this setting for individual customers:

○ The

Enable Insurance Scenario

will also be deselected by default. This is because the Microsoft Outlook integration is enabled for Insurance solution only if the feature for individual customers is enabled.

○ The individual customer contacts from SAP Cloud for Customer will no longer be available in Microsoft

Outlook. However, all data created for this user will be available whenever the download of individual customers is enabled again.

● Enable Insurance Scenario

Select this check box to view the three Insurance specific facets namely

Insurance Quick Quote

,

Insurance

Quote

and

Insurance Policy

in Microsoft Outlook.

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Note

This setting can be enabled only if check box for

Enable Individual Customers

is selected. These facets allow direct navigation to the respective objects in the SAP Cloud for Customer system. Disable this setting if you do not want to have the insurance-specific objects appear in Microsoft Outlook.

Configure Factsheet Display

If your solution is integrated with SAP on-premise systems, you can set up a bridge to connect to those systems and share data for analysis. For SAP Cloud for Customer for Insurance, the 360 degree information is displayed in the tab screen

Factsheet

of the

Customers

work center.

Information on the following objects is displayed in the factsheet:

● Quick quote

● Quote

● Policy

● Own policies and competitor policies of individual customers.

● Prospective product interest for the customer

● Tickets and appointments (including lists, campaigns and e-mails).

Detailed information on integration for this topic is provided in the Integration Guide for SAP Cloud for Customer for Insurance located in the SAP Service Marketplace.

Adding Extension Fields to Form Template

You can also add extension fields to the .pdf factsheet template for individual customers.

1. Log on to SAP Cloud for Customer in the Microsoft Siverlight client.

2. In the

Customers

work center, go to tab screen

Individual Customers

.

3. Enter

Adaptation Mode

and then select the tab screen for

Factsheet

.

4. Click on

Adapt Edit Screen

5. In the adaptation side panel, select the tab for

Extension Fields

.

6. Click on the hyperlink for

Further Usage

in the

Extension Fields

tab.

7. In the

Further Usage of Extension Field

screen, click on

Form Templates

.

A list of all form templates to which you can add or modify extension fields is displayed. This list is determined by the business context in which you created the field.

8. To add a field to a template, select the template from the list and then select the editor from the

Add Field and

Edit

.

The system adds the new field to the form data structure on which the form template is based. You can then edit the form template using Adobe LiveCycle Designer. For detailed information, see the documentation for Adobe LiveCycle Designer.

9. After you have completed the modifications, close the screen and exit adaptation mode.

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Data Privacy Management

Data privacy is now enabled for insurance objects namely the quick quote, quote and policy. The data for an employee (insurance agent or the policy owner) and private account (policy holder) associated with the insurance objects can be either disclosed or deleted.

Disclosing Data for an insurance Agent or a Policy Holder

The quick quotes, quotes and policies to which a selected employee or private account is associated with, are listed under

Sales Data

. To disclose data,

1. In the Personal Data Removal tab, select the row for account or employee for which you want to disclose data.

2. Click on Disclose Data to disclose the data for the selected account or employee.

3. The insurance related objects are displayed under

Sales Data

. Verify on the quick quotes, quotes and insurance policies for the employee or private account. Click on any one of the objects to display list for the employee whose data is being disclosed.

Removing Data for an Insurance Agent or a Policy Holder

A private account or an employee can be removed if the minimum data retention period has been covered. The data retention rules can be maintained in the activity list within

Business Configuration

tab. To remove or hide data, you must

1. In Personal Data Removal tab screen under

Data Privacy Management

, search for and select the row for the employee or account for which you want to hide data.

2. Click on the ‘

Remove Data

’. Data can be removed only if the minimum retention period for the data has been covered. The minimum retention period can be maintained

3. To confirm the removal, choose

Administer Data Removal Runs

. The status of all removal runs triggered in the back end will be displayed. A description is provided for objects where deletion has not been successful.

Caution

Insurance policies with status set to ISS or BUO cannot be removed. To remove insurance policies whose status is set to ISS, the status must be manually changed.

Note

Insurance quick quotes, quotes and policies that are associated with the deleted employees or private accounts will also be destroyed. The employee or private account that has been deleted will initially be displayed as anonymous in the associated insurance objects. Subsequently, the insurance objects too will be removed from the application.

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Target Group Authorizations for Individual Customers

User role-specific authorizations have been implemented for individual customers. This feature will be turned on if the insurance industry solution has been scoped. The authorizations ensure that access to create or edit for members in the target group is restricted to the members for which the logged in user is responsible. Note that all valid authorizations are provided for the administrator role.

12.7 Retail

The SAP Cloud for Customer for Retail solution can be used and deployed by retailers to empower their employees in providing customers with a personalized, and streamlined shopping experience. Sales and service are essential for establishing new rules for retail, as loyalty will be enhanced or eroded with every customer interaction. Every sales associate using a mobile device, varies their interaction with customers in the store. They would know far more about customers who “check in” to the store with their mobile device and will be able to offer a personalized set of products and services. The simple physical presence of a customer in the store will trigger the presentation of personalized promotions.

Enabling Features in Scoping for SAP Cloud for Customer for Retail [page 722]

Scoping details for retail solution.

Getting Started for SAP Cloud for Customer for Retail Administrators [page 725]

This topic provides detailed information on the specific configuration required for enabling retail solution in SAP Cloud for Customer.

Retail Scenarios [page 730]

About this document

This document is meant for:

● Administrators

● Marketing Managers

● Customer Service Agents

● Consultants

● End Users

Overview

The consumers' use of digital technology makes it imperative for the retailers to deliver a seamless buying experience across all channels, complete with personalized offers in real-time, based on a consumer’s location and buying habits.

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SAP Cloud for Customer for Retail includes a solution for the retail store employee. You have the ability to import all user details, in-store products, offers, and store details from your chosen system of integration and leverage it for a great in-store customer experience using the features and functions of the solution.

SAP Cloud for Customer for Retail enables retailers to get-to-market quickly with an end-to-end application, that offers the features mentioned below. The retail store associate can do the following:

● Customer look-up look-up details for any customer that walks into the store, to get a complete view of the customers’ loyalty status, contact details, and brand interactions

● Check customer into store check-in customer into the store for shopping

● Complete customer view access customer details and shopping history to provide exceptional and personalized service

● Create and access customer wish list create single/multiple customer wish lists in an external system and display them in SAP Cloud for Customer

● Personalized offer suggestions provide targeted offers to a customer, based on their shopping history, redeemed offers, preferences and/or wish lists

● Product recommendations recommend any products to the customer based on their wish lists

● Product lookup look up a product for their customers and provide details like prices, offers, or aisle placement in the store

● In-store availability check check for inventory availability in their stores as well as across other store locations

● Product and store offers access any offers available for a product or offers specific to the store

● Create and maintain in-store activities and tasks use the team calendar to assign, create, and maintain in-store tasks and assignments for all store employees

● Create a shopping cart and transfer it to the point of sale make payment and checkout

● Add products to a shopping cart add products from a catalog and choose from its variants in size, color, or quantity

● View the complete customer transaction history of in-store and online transactions track and respond to any open orders for a customer

● Order fulfilment use additional options for an order, such as: ship-to-address or pick up from store

Important tasks

Scenarios for SAP Cloud for Customer for Retail

The SAP Cloud for Customer for Retail solution is targeted towards two major business roles:

● Store Associate

Is responsible for providing personalized assistance and an enhanced in-store experience for shoppers with unique offers and promotions, access to complete customer view and shopping history with your brand, product lookup and check for store inventory, and targeted product recommendations

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● Store Manager

Is responsible for general operations of the store and the employees within the store, time management for all store employees, creating and assigning tasks to store associates, store events, and day-to-day running of the store.

These are SAP recommended roles. The retailer has the option of creating any roles for this solution, and assigning them appropriate work centers.

12.7.1 Enabling Features in Scoping for SAP Cloud for

Customer for Retail

Scoping details for retail solution.

You can turn on or turn off certain features of SAP Cloud for Customer during the scoping process. To set up your

SAP Cloud for Customer system to support only the retail features included in SAP Cloud for Customer for Retail, you need to scope your implementation project accordingly. The options you choose during the scoping phase of your implementation project are used by the system to generate an activity list that you need to complete to go live.

Parent topic: Retail [page 720]

Related Information

Getting Started for SAP Cloud for Customer for Retail Administrators [page 725]

Retail Scenarios [page 730]

Overview

To begin, go to:

Business Configuration Implementation Configuration

, highlight the appropriate project and choose

Edit Project Scope

.

Scoping

As the administrator, you have to scope retail for your business area to view the appropriate work centers for your solution. For enabling all work centers related to SAP Cloud for Customer for Retail, you have to enable scoping for retail:

1. Go to

Business Configuration Overview All Current Projects Edit Project Scope

.

2. Expand

Industry Solution Retail

, and select Retail. Store, In-Store Products, Customers, Activities,

Offers, Integration with External Systems and General Settings tabs are default work centers for Retail and are automatically scoped in when you select Retail solution.

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3. Once you have made your selections, click on

Next

to view your scope selections.

4. Here, click on

Integration with External Systems

to display questions for integration with external systems relevant options for offers, stores, customers, and in-store products/articles. You have to maintain integration options for each of the business objects here. For details about these options, seeQuestions for

Integration with External Systems section below.

Note

Stores and in-store products/articles can be additionally integrated with SAP Retail, besides the other standard options such as SAP Shopper Experience, cloud edition and any third party system.

Note

You will have access to in-store products/articles, offers, stores, and customers work centers, and associated tabs only if you select integration options for them.

Questions for Integration with External Systems

Once you complete making your scoping selection, click the

Next

button to go to the

Questions

tab.

Here, you can maintain the integration options for customers, in-store products/articles, offers, and stores as follows:

● Consumer data integration

1. Integrate with SAP Shopper Experience, cloud edition

2. Integrate with an external system

● Offers

1. Integrate with SAP Shopper Experience, cloud edition

2. Integrate with an external system

● In-store products/articles

1. Integrate with SAP Shopper Experience, cloud edition

2. Integrate with an external system

3. Integrate with SAP Retail

● Stores

1. Integrate with SAP Shopper Experience, cloud edition

2. Integrate with an external system

3. Integrate with SAP Retail

● Stock availability

1. Integrate with external system to fetch stock availability information

● Product pricing

1. Integrate with external system to fetch product pricing information

● Product images

1. Integrate with external system to fetch product images information

● Store cart

1. Transfer cart to an external system for processing transaction to complete an order

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2. Replicate cart from an external system

Key Tasks and Activities for Retail Solution

Next, assign the following work centers to the created business roles:

Table 148:

Work Centers Not Visible unless Scoped

Sales

Activities

Products

Analysis

● Sales Orders

● Appointments

● Store Events

● Time Entry

● In-Store Activities

● E-mails

● Phone calls

● In-store products

● Product characteristics

● Reports

Offers

Stores

Customers

Entire work center

Entire work center

● Accounts

● Individual Customers

Team Calendar Entire work center

Note

Besides having access to all the above functions, you have access to the

Product Characteristics

tab under the

Products

work center. This screen will allow you to maintain hexadecimal values for color characteristics of a product.

Fine Tuning for Maitaining Shipping Conditions

You can maintain shipping conditions as a fine tuning activity, as a part of the order taking process. Go to:

●

Fine Tuning

Shipping Condition

Shipping Configuration

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Shipping conditons are maintained in SAP Retail. You must replicate the same data here in SAP Cloud for

Customer.

Shipping condition determines the shipping point of a store. Hence it is necessary to maintain the appropriate shipping condition using the fine tuning activity.

Note

You have the ability to set any number of shipping conditions, but these must correspond with the ones created in SAP Retail for them to work.

Shipping Schema

In a shipping schema, when the fulfillment type is pick up, then a single condition needs has to be selected. Once you maintain this condition, go to

Retail Shipping Schema

. Provide a schema ID and select the fulfillment conditions. When you take an order, you do so for a specific store. You have to maintain a shipping condition for a shipping schema. This information is stored in the following order:

● Store Information

● Shipping Condition

● Product

Note

You have the ability to set up any number of schemas, but there is only one default schema for a store. You can set two conditions for every schema.

Using the above information, SAP Retail creates a shipping point. A shipping point is a physical point in a store that takes care of physical handling of a good for a customer. A shipping point is determined based on maintained shipping condition, the store you are dealing with, and different products within the store.

In the

Store Details

tab, you will be able to select a shipping schema. You have the option of selecting a default schema for a store. If this is not maintained, then the default shipping schema set by SAP Retail gets selected.

Note

If you want a specific schema for a store, then you would have to maintain it.

12.7.2 Getting Started for SAP Cloud for Customer for Retail

Administrators

This topic provides detailed information on the specific configuration required for enabling retail solution in SAP

Cloud for Customer.

As an administrator, you are responsible for setting up the system and making all the necessary initial settings, such as creating users, assigning roles and role-appropriate work centers. After you go live, you are also responsible for regular day-to-day tasks like user management and handling incidents as well as generally making sure the system runs smoothly.

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Related Information

Enabling Features in Scoping for SAP Cloud for Customer for Retail [page 722]

Retail Scenarios [page 730]

Business background

About SAP Cloud for Customer for Retail

SAP Cloud for Customer for Retail solution allows retailers to provide their customers with an enhanced and satisfying experience by enabling their in-store associates to drive new business and increase brand equity and customer loyalty. This in-store solution enables store employees to deeply engage with and personalize the instore experience for their customers. It includes all capabilities of a consumer solution executed by store associates on behalf of the consumer as shown below.

The SAP Cloud for Customer for Retail solution enables retailers provide their customers with an enhanced and satisfying experience by enabling their in-store associates to drive new business and increase brand equity and customer loyalty. This lets you do the following:

● Inventory Management — in-store inventory stock, product look up, and in-store customer support

● Clienteling and In-Store functions — time entry, task management, customer history and account management, product lookup, promotions and offers

SAP Cloud for Customer for Retail allows you to integrate with any of these systems:

● SAP Retail

● SAP Shopper Experience, cloud edition

● External systems

You can connect to any of the above systems to fetch information and records for any of the following:

● Offers

● Stores

● Customers

● Stock availability

● Product pricing

● Product images

Note

For product images, you have to integrate with a specific external system used to store product images only.

● In-store products/articles

Note

For integration details, see the system-specific integration guides on SAP Service Marketplace, at http:// service.sap.com/cloud4customer .

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Important tasks

Setup and Configuration Tasks

Integration Set-up

The administrator first sets up the SAP Cloud for Customer for Retail system before the other users begin using the solution.

Note

Where Is My Administrator Tab?

You can only perform administration and adaptation tasks in the Microsoft Silverlight® client, which you can access as follows:

1. Log on to your solution in the HTML5 client as an administrator.

2. Choose

Adapt

Launch in Microsoft Silverlight® .

Only users with administrator rights can see these options.

When you switch to the Microsoft Silverlight® client, you'll see the administration and adaptation options, including the

Administrator

tab.

Scoping for Cloud for Sales

The required scoping in Cloud for Sales must be enabled to run the Retail solution

Create Administrators

Before you proceed with the tasks below, you must first create one or more administrators from your initial user.

For more information, see Creating Administrators in SAP Cloud for Customer.

Key Tasks and Activities for Retail Features

Edit Project Scope

In your SAP solution, scoping is the process of matching your individual business requirements to predefined solution capabilities using the business adaptation catalog. The catalog structures all available capabilities for the solution into a hierarchy of business areas, packages, topics, and options. For more information, see

Enabling

Features in Scoping for SAP Cloud for Customer for Retail [page 722] .

Activity List

Once you have completed preparing an implementation project, you can begin to work with the project's Activity

List. The list is automatically generated by the solution, based on your scoping decisions, and its activities are grouped by phases. It includes all mandatory implementation and project management activities to be completed before your solution can go live.

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Create Business Roles (optional)

Business roles allow you to predefine access rights as a template that you can assign to multiple business users who are to perform similar business tasks.

For information about creating business roles, see Configuring Business Roles.

Maintain Business Users in Retail

You can now create the users for your organization. For SAP Cloud for Customer for Retail you have the option of assigning the following business roles based on the job requirement:

● Store Manager – person in-charge of a retail store, responsible for managing all in-store associates and activities.

● Store Associate – retail store employee performing daily store-related activities and tasks.

Note

These roles are a suggestion only. The administrator has to create roles based on their company requirements.

SAP provides you with a few recommended business roles, but these are optional. You must create your own business roles based on your requirements. Customers using this solution can use these functions:

Table 149:

Business Roles (optional) Functionality

Store Manager

Store Associate

In charge of general operations of the store and the employ­ ees within Responsible for:

● Time management for all store employees

● Creating and assigning in-store tasks and activities to store associates

● Managing store events

● Day-to-day running of store

● Maintaining and managing the team calendar

Enabled to provide personalized assistance and an enhanced in-store experience for shoppers with:

● Unique offers and promotions

● Access to complete customer view and shopping history with your brand

● Product lookup and check for store inventory, in-stock

● Targeted product recommendations

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All Store Employees Enables store employees be more efficient and effective with easy-to-use productivity tools:

● Calendar views

● Appointments

● Tasks

● Manage in-store events

● Time entry

● E-Mails

● Phone calls

Store Event

and

Time Entry

work center views display only when retail is scoped. The rest are standard work centers for the

Activities

tab.

During initial system setup, create business roles for the store manager and store associate, and assign them appropriate work centers. When adding a new employee, the administrator would assign any one of the roles to that employee, who would then have access to work centers depending on the assigned role.

Note

Individual Customers consist of account details of customers that are replicated from any of the external systems you have chosen to integrate with.

Optional Configuration

As an administrator, you have the ability to configure/set preferences for the customers to facilitate the sales and offers process for an in-store associate or sales representative.

Setting Preferences

You can manually set preferences for any customer. First, you have to create a new marketing attributes set.

Then create one/several new marketing attributes and link the two.

1. Go to

Administrator Sales and Marketing Settings Maintain Marketing Attributes

.

2. Here, create a new marketing attribute. Then save and close.

3. Next, go to

Administrator Sales and Marketing Settings Maintain Marketing Attribute Sets

and create anew attribute set.

Note

Ensure you have checked the appropriate flag to make the preference set specific to an individual customer or an organization.

4. Then save and close the created attribute set.

5. Open the new marketing attribute set you just created, and click on

Add

to search for the marketing attribute you created and add this to your current attribute set. Save your updates.

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6. You have the ability to add multiple attributes to an attribute set.

Maintain Communication Arrangement

For integrating data for stores, offers, in-store products, customers, shopping cart, and shopping list you have to maintain communication arrangements in the SAP Cloud for Customer system. Go to

Administrator

Communication Arrangements

to maintain these.

Example

You can create a shopping cart in a different system, then replicate this information to display in SAP Cloud for

Customer. Any updates to the cart, in either of the systems, gets replicated using the outbound/inbound service interfaces.

Note

This outbound/inbound service interface gets enabled only if you select the appropriate question option during scoping.

Dependencies

Even though you have selected and applied the appropriate work centers to the users in your company, unless you scope retail, you will not be able to view these work centers.

12.7.3 Retail Scenarios

Parent topic: Retail [page 720]

Related Information

Enabling Features in Scoping for SAP Cloud for Customer for Retail [page 722]

Getting Started for SAP Cloud for Customer for Retail Administrators [page 725]

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12.7.3.1 Customer Check In

The store associate has the ability to check a customer into a store to provide customer context to product views.

If a customer's preferences have been maintained, then the next time the customer walks into a store, the store employee can see suggestions made for that customer based on thier preferences from previous shopping experiences. This information displays on the product screen. Hence the need to know who the customer is when checking into a store.

12.7.3.2 Order Fulfilment

Store associates can now order on behalf of the customer with additional options of ship-to-address, or pickup from store. Customers have the ability to do the same.

12.7.3.3 Customer Wish List

Store associates can now access customer wish lists of products, or create one on their behalf.

Customers can create single or multiple wish lists and display these in SAP Cloud for Customer in spite of creating them in an external system.

12.8 Utilities B2B Sales

Utilities B2B Sales solution offers key sales capabilities such as key account management, lead and opportunity management and analytics using a 360 degree customer overview generated out of utilities master data from

SAP IS-Utilities (ERP system).

Enabling Features in Scoping for SAP Cloud for Customer for Utilities B2B Sales [page 734]

You can turn on or turn off certain features of SAP Cloud for Customer during the scoping process. You can configure your Cloud for Customer system to include Utilities Business to Business (B2B) Sales solution.

Getting Started for Utilities B2B Sales Administrators [page 737]

In this topic, you will find detailed information on required configruation steps for Utilities B2B Sales solution.

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Salient Features of the Utilities B2B Sales Solution

The B2B Sales solution leverages SAP Cloud for Sales features to drive the utilities b2b sales scenarios.

Quotes and Contracts

The document type -

Utilities Lean Quotation

for quotes is designed to support utilities business processes such as creating quotes, adding products of type

Service

to the utilities quote and binding quotes to business agreements.

Note

An additional field for

Business Agreement ID

has been added to the sales quote header. Few other fields have been added to the product search filter.

Submit a Quote: When you submit a sales quote using

Actions Submit

, an online sync returns the submission ID of the corresponding quotation created in CRM. This ID is displayed as

External Reference ID

in the

Sales Documents

screen. When you submit a sales quote, the submission ID of the corresponding sales quote created in the CRM system is displayed as a URL in the

Sales Documents

screen. Use this URL to view the quotation created in the backend CRM system. The information is displayed in a PDF format and contains details of the business agreement like the product information, point of delivery, contract start and end dates, and payment terms and method. Once you create the sales quote, in Sales Quotes Overview tab, go to

Actions

and then choose

Edit Output Settings

. In the dialog for

Edit Output Settings

, select the

Utilities Lean Quotation

template and choose

Apply

. Then, when you click to display the PDF, the information displays in the appropriate format.

External Follow-up Documents: When you click on

Actions External Follow-up Document

in the sales quote, the CRM system returns the pricing data for the sales quote in a PDF attachment. Note that the External

Reference ID is filled in the table in the following location: Sales Quote Sales Documents External Followup

Documents . This External Reference ID is hyper-linked and contains the pdf attachment that is sent from CRM system and contains pricing and other relevant information for the quote.

Status Management: Status management for quotes is supported from backend CRM system

Business Agreements

The business agreement represents a contract in SAP CRM and carries the proposed billing and payment terms for the contract. You can create new business agreements and specify proposed payment method and payment terms that will determine the billing terms for a utilities contract in the back end CRM system. To be valid for an account, a business agreement must be bound to a sales quote. This direct link between a sales quote and business agreement ensures that details such as dunning, payment terms and payment methods are replicated to CRM system. These details are used in determining pricing details.

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Products - Utilities Service Type

A new field

Utilities Service Type

has been added to the template for products to support service product types for utilities B2B sales solution. Servfor the utilities B2B sales. Note that these must be the same as the corresponding service types maintained in backend CRM system The filter criteria for product search in sales quotes have been enhanced with the following fields to support utilities products:

● Business Agreement ID

● PoD (Point of Delivery)

● Contract Start Date

● Contract End Date

● Planned Contract End Date

Service Location

The utilities technical master data hierarchy including connection objects, premise and point of delivery are displayed in this work center view screen. The connection object serves as a link to the IBASE (includes all Utilities technical master data) object in backend CRM system and hence carries the both premise and point of delivery

(PoD) information. This information can be utilized to determine product interest for a customer and identify service locations for prospects using the details displayed here.

Customer Insight (360 Degree Overview)

A 360 degree customer overview can be configured that displays a single view for the account that includes contracts, payments, sales quotes, business agreements and interaction history. You can also generate a pdf factsheet using

Summary

under

Accounts

to print the customer 360 degree overview.

Integration with SAP CRM and SAP IS-Utilities

Integration with SAP CRM and SAP IS-Utilities (SAP ERP) provides access to utilities master data that is accessed to perform utilities functions in the cloud solution.

Quotes: The utilities quotes from IS-U are hyperlinked as

External Follow-up Documents

. These hyperlinks are created when you submit quotes created in the cloud solution for replication in ERP system.

Utilities Technical Master Data: The connection objects carry the utilities technical master data from IS-Utilities system and this data is displayed under

Service Location

.

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Analytics

All Utilities specific reports will be displayed under

Reports

and can be identified using the report number or name.

Sales analytics provide contextual, real-time customer information and sales insight. Embedded reports track sales cycles, wins and losses, and revenue trends.

12.8.1 Enabling Features in Scoping for SAP Cloud for

Customer for Utilities B2B Sales

You can turn on or turn off certain features of SAP Cloud for Customer during the scoping process. You can configure your Cloud for Customer system to include Utilities Business to Business (B2B) Sales solution.

To set up your SAP Cloud for Customer system to support SAP Cloud for Customer for Utilities B2B Sales solution, you need to scope your implementation project accordingly.

The options you choose during the scoping phase of your implementation project are used by the system to generate an activity list that you need to complete to go live To begin, go to

Business Configuration

Implementation Projects

, highlight the appropriate project and choose

Edit Project Scope

.

Parent topic: Utilities B2B Sales [page 731]

Related Information

Getting Started for Utilities B2B Sales Administrators [page 737]

Tasks

Scoping

To scope, select

Utilities B2B Sales

under

Industry Solution Utilities

Many of the scoping elements are automatically selected and cannot be deselected. The Business Configuration sets (BC Sets) defined for Utilities B2B Sales will be activated once you scope the modules for Utilities industry solution. Review the questions for the scoping elements, review and confirm your scoping.

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Key Tasks and Activities in Utilities B2B Sales Solution

Table 150:

Work Centers

Utilities

Accounts

Sales

Products

Functions

● Business Agreement

● Service Location

○ Premises

○ Attachments

● Accounts

Following Utilities specific screens are displayed for the Utilities individual customer

○ Utilities Overview

○ Utilities Contracts

○ Utilities Financials

○ Interaction History

● Leads

● Opportunities

● Sales Quotes

Products

Note

Utilities products are of type

Service

and support additional utilities specific fields.

Activities Activities

See Also

Getting Started for Utilities B2B Sales Administrators [page 737]

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Fine Tuning

As an Administrator, configure your utilities B2B Sales solution with the following settings:

Payment Terms

Caution

The Payment Terms can be configured in the Fine tuning for

General Business Data Business Partner

Handling of Business Partner Accounts

..

The payment terms maintained here appear under the path:

Sales Quotes Payment Terms

. Note that

Payment Terms

appear in the left hand side of the screen.

Note

The Utilities solution only considers the Payment Terms ID and description (discount in amount or percentage terms) from the

Payment Terms

configuration. All other configuration details in the Payment Terms configuration template (except Payment Terms ID and description) are currently not valid for the Utilities B2B

Sales solution.

Caution

Due to a restriction in the program code for SAP Cloud for Customer for Utilities, the Payment Terms maintained in the CRM On-Premise solution must have a naming convention starting with ‘Z’. Only payment terms starting with ‘Z’ will be considered for data transfer to the cloud solution.

The Payment Terms configured in the cloud solution must have the same corresponding values as those configured in the SAP CRM and SAP ISU systems.

Business Agreement Class

In this configuration step, you can define the valid Business Agreement Classes that can be used for creating business agreements in different countries. Business agreements created in the workflow for Utilities solution must belong to one of the Business Agreement Classes maintained in this configuration step.

Caution

The Business Agreement Classes configured in the cloud solution must have the same corresponding values as those configured in the SAP CRM and SAP ISU systems.

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Service Type — Division

You can maintain the service types or division as in IS-U (such as Water, Wastage, Papers, Electricity, etc) for which the Utilities B2B Sales solution will be used in your organization. In the scoping, it is possible to add, edit or delete a service type.

In the Utilities workflow, the service types appear in the following path:

Sales Quotes Products

. The

Utilities

Service Type

must be maintained when adding new products using the product search feature.

Caution

The Service Type – Divisions configured in the cloud solution must have the same corresponding values as those configured in the SAP CRM and SAP IS-U systems.

Payment Method — Code

Maintain the various payment methods (for example, Cheque, Debit, etc) available for users in this configuration.

In the Utilities workflow, the payment methods appear in the following path:

Sales Quote or Business Agreement

Summary

.

Caution

The Payment Method Codes configured in the cloud solution must have the same corresponding values as those configured in the SAP CRM and SAP IS-U systems.

Review Questions in Fine Tuning

Review the following questions and mark them relevant if required. By default, both the requirements are marked as relevant.

● Integration with Business Agreements from an External Application or Solution to Your Cloud Solution : Mark it relevant to replicate business agreements from an external application to your cloud solution.

● Integration with Service Location Objects from an External Application or Solution to Your Cloud Solution:

Mark it relevant to replicate installed base and install point data from an external application to your cloud solution

12.8.2 Getting Started for Utilities B2B Sales Administrators

In this topic, you will find detailed information on required configruation steps for Utilities B2B Sales solution.

Parent topic: Utilities B2B Sales [page 731]

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Related Information

Enabling Features in Scoping for SAP Cloud for Customer for Utilities B2B Sales [page 734]

Prerequisites

Integration Set-up for B2B Sales Scenario

The connection to the SAP Customer Relationship Management (SAP CRM) system must be established before the on-boarding to SAP Cloud for Customer is implemented. Refer to the Integration content for Utilities solution in the appendix of the corresponding integration guide on SAP Service Marketplace.

IS-Utilities Master Data Set-up

The required configuration must have been set up in IS Utilities in the ERP system.

Replicate Utilities Master Data and Technical Data to Cloud Solution

Refer to the appendix of the guide for integrating SAP CRM with SAP Cloud for Customer via PI that is published on SAP Service Marketplace.

Setup and Configuration Tasks

Create Administrators

Before you proceed with the tasks below, you must create one or more administrators from your initial user.

Prepare and Configure your First Implementation Project

Configure your first implementation project by scoping the utilities call center solution and maintain the required fine tuning configuration under

Activity Utilities (Utilities B2B Sales)

.

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Setup your Organizational Structure

You can use organizational units to establish sales teams. For more information on how to manually set up or import your organizational structure, go to the

Activity List

for your project, open the

Perform Organizational

Structure Setup

activity.

Enter or Migrate Employee Data

You can create employee data either by entering employee data manually or by using the migration tool to import a large number of employees at the same time. For more information on how to enter or migrate employee data, review the

Activity List

for your project, open the

Migration of Employee Data

activity and refer to the system documentation links,

See Also Configuring Employees.

Create Business Roles (Optional)

Business roles allow you to predefine access rights as a template that you can assign to multiple business users who are to perform similar business tasks.

Maintain Business Users - Key Account Managers

Maintain the key account managers who are the business users in Utilities B2B Sales solution. Once you have created employees, you must edit the business user attributes and access rights for key account managers and call center agents.

Migrate Product Categories and Product Data

It is important to have complete and accurate information about all the materials your company offers. This requires you to migrate both product categories and product data - either manually, or by using the migration tool. For more information on how to maintain product categories, review the

Activity List

for your project, open the

Product Category Hierarchy

activity and refer to the system documentation in the application screen. For more information on how to maintain product data, review the Activity List for your project, open the

Migration of

Materials

activity and refer to the system documentation in the application screen..

See Also

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Configure 360 Degree Overview

For SAP Cloud for Customer for Utilities, the 360 degree information is displayed in the

Customer

Contracts

work center. This information is available for display only. You need to have configured the integration with SAP CRM for the B2B sales scenario.

12.9 Utilities Contact Center Administrator Guide

The following sections cover the functional overview, setup and integration requirements for the Utilities Contact

Center solution.

●

Utilities Call Center: Solution Overview [page 742]

●

Setup your Utilities Contact Center [page 777]

●

Configure Integration with ERP [page 756]

●

Extensibility [page 782]

●

Troubleshooting [page 798]

About SAP Cloud for Customer Utilities Contact Center [page 740]

An overview of the solution and the minimum software requirements.

Configure Integration with ERP [page 756]

An overview of how to configure integration with ERP system.

Setup your Utilities Contact Center [page 777]

The topics below provide a detailed overview of the configuration required to setup the utilities contact center.

Extensibility [page 782]

You can extend both the UI screens and the functionality for Utilities Call Center using the extensibility framework.

Monitoring [page 798]

Monitor message processing with transaction code SXMB_MONI (Message with Error)

Troubleshooting [page 798]

References for troubleshooting issues with integration setup.

12.9.1 About SAP Cloud for Customer Utilities Contact Center

An overview of the solution and the minimum software requirements.

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12.9.1.1 Software Compatibility Matrix

The table below details the software compatibility matrix for Cloud for Customer for Utilities Call Center.

Table 151: Software Compatibility Matrix

Cloud for Customer Cloud for Customer

ERP Add-On

1602 SAP Cloud for Cus­ tomer Add-On CODER­

INT 600

(COD_ERP_INT 6.00)

ERP PI Content Add-On

Minimum ERP 6.0, EHP

0, Support Package18

(SAP_APPL)

PI 7.11

Feature Specific

(Higher EHP Req)

● EHP2 for Ex­ change Rate Cur­ rencies

● Adobe Document

Server for preview of an ERP cus­ tomer fact sheet in a PDF format

● EHP4 to view print preview (PDF) of sales documents in opportunity, quote and Account

● EPH2 to view sales order details in the opportunity, quote and account

● EHP3 to view sales quote details in the opportunity and

Account

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12.9.1.2 Utilities Call Center: Solution Overview

SAP Cloud for Customer Utilities Call Center solution helps you to optimize call center operations using modern customer engagement tools for sales and service processes.

The call center capabilities are fully integrated with ERP IS-Utilities (IS-U), SAP ERP and SAP CRM backend and support seamlessly transition between the different support channels. Using this set-up, all the utility services performed in this cloud solution are correspondingly updated in the ERP system. The Utilities Call Center solution offers the followoing capabilities:

12.9.1.2.1 Utilities Business Partner

Utilities business partner overview.

12.9.1.2.1.1 Customer Search

Search for utilities customers in the cloud solution and in the ECC system using search criteria in this tab screen.

The search that you perform launches an online search for business partners in the ERP system. This search screen includes extensive search parameters such as point of delivery, service location, service order, meter id, location identifiers, etc. The search criteria can be extended using extension fields.

Note

You must replicate the utility business partners from ECC system to the cloud solution in order to retreive them locally in the cloud solution. Additionally, you must have defined the required code list mapping.

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12.9.1.2.1.2 Utilities Overview

The

Utilities Overview

tab screen displays a complete 360 degree overview of a utilities customer.

A call center agent first accesses this overview to view a snapshot of a customer's contract accounts, contracts, meter reading and payment history. Note that the customer overview is available if the business partner is available in the Cloud for Customer system and an external ID mapping is maintained to map with the corresponding BP in the SAP ERP system. The BP overview data that is displayed is created from the extensive utilities master data retreived from IS-Utilities (ERP) system.

12.9.1.2.1.3 Business Agreement (Contract Account)

The business agreement is directly mapped to contract account in IS-Utilities. The business agreement replication to the cloud solution helps to replicate the contract account for use in utilities call center solution.

Note that the business agreement details in the

Business Agreement

tab screen are for display only. However, you can create, modify and display contract accounts in the

Utilities Contracts

tab screen. The identification for a business agreement is generated from the value range maintained in the fine tuning configuration in the cloud solution.

Among the fields that are displayed for the business agreement are the

Business Agreement ID

,

Class

,

Account

,

Payment Method

and

Payment Terms

.

The link with sales quote is maintained in the

Sales

screen; the hyperlink for quote is displayed here. This is a result of binding the business agreement with the quote. Click on the hyperlink to navigate to the sales quote.

12.9.1.2.2 Contracts

The Utilities Contracts tab screen displays the contract accounts and contracts attached to contract accounts in a hierarchical view. In this tab screen, you can create, modify and display contract accounts, create a new movein, move-out for an existing installation, transfer a move-in, create a meter reading and edit meter readings for existing contracts.

12.9.1.2.2.1 Meter Reading

Updating meter reading is an important feature in the utilities call center solution. On selection of a contract in the table for contract accounts, the corresponding service addresses along with existing meter reading values are listed in the meter reading table.

You can add new meter readings for each of the services corresponding to the service address of the contract.

Along with the meter reading, you will need to specify the meter reading type, date and select a meter reading note type. On saving your entries, a confirmation message is displayed in the cloud solution and the corresponding meter readings are updated in the ERP system.

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Note

The meter reading type and meter reading reason must be configured in the business configuration fine tuning under

Business Configuration Open Activity List Utilities

Note

All the field help values such as meter reading note type / Reason / meter reading type are updated using the

code list mapping. See Code Lists Mapping [page 776]

Interim Meter Reading

You can now enter or estimate an interim meter reading with or without billing. You must specify the appropriate meter reading reason and type.

Meter Reading Estimate and Reset

Additional features for meter reading: If you enter an incorrect meter reading (meter reading not in the expected range), the meter reading is considered as

Implausible

. Any meter reads in processing status 7 are considered as implausible but will nevertheless be saved.

●

Estimate

- Use this option to estimate the meter reading and consumption for an installation.

●

Reset

- Use this option to clear all the meter reading values and you can enter fresh data.

Note

●

Table 152: Important ERP IS-U Transactions for Meter Reading

Transaction Code Function

EL01 Create individual MR order

EL27

EL28

EL29

EL30

EL37

EL31

List of implausible MR results

Enter single MR result

List of plausible MR results

Meter reading result estimation

Reverse meter reads

Monitoring (MR results, billing orders)

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12.9.1.2.2.2 Move-In and Move-Out

Move-in and move-out services can be initiated in the ERP system from your cloud solution from the

Utilities

Contracts

view screen for a customer.

Create Move-In

To create a move-in, you must specify the mandatory fields

Contract Account

,

Start Date

and

Joint Invoicing

. Tthe system uses this information to populate the service address and the mailing address. The list of contract accounts available for selection is pulled in from ERP system using data replication. The service address and mailing address are by default replicated to the cloud solution along with other master data.

The fields for meter reading are enabled and you can update the meter reading for each of the devices at move-in.

You can also select a meter reading type and note type. After saving the move-in, a new move-in document and contract are created for the customer (and for the specified premise) in the ERP system and a confirmation along with the ID of the new move-in is displayed in the cloud solution.

Note

When creating a move-in, you can check the flag Create Service to create a corresponding service order for the move-in request. Refresh the list of service orders in the

Utilities Service Orders

tab screen to view the new service order in the list.

Note

In the November 1511 release, irrespective of whether or not you maintain the configuration for replicating contract accounts, the move in screen displays all the contract accounts from ERP that are linked to the

Business partner. Further, the start date for contract accounts is defaulted to the curent date.

Rate Category Selection during Move-In

Based on the premise that you select and the current or the move-in date, the active rate category is defaulted for a contract from ERP. You can also modify the default active rate category by selecting a rate category from the list of all rate categories valid for the selected division. These values are fetched from the ERP system using the move-in date for the selected installation.

Note

When you modify the rate category, the existing row entry is replaced by a new row entry. The new etnry displays the new rate category and the corresponding valid-to date.

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Create Service Orders During Move-In, Move-Out and Transfer

Select the checkbox for

Create Service Order

when creating a move-in, move-out or transfer. A corresponding sesrvice order will be created and displayed in the list of service orders in the

Service Orders

screen.

Create Move-Out

A move-out can be initiated if the contract account has valid contracts and associated move-in's for the same. If there are records displayed for contract accounts along with the contracts and associated details, the

Move-

InActions

icon. The service address and meter readings are defaulted from the Utilities Contracts table. You can specify a move-out date and also the meter reading at move-out, note type and the meter reading type. On save, the existing contract in ERP system gets deleted and a confirmation is displayed in the cloud solution.

Cancel Move-In

Select a move-in from the table and use

Actions Cancel Move-In

to cancel an existing move-in. A message is displayed confirming the cancellation. Further note that the entry for the move-in is deleted from the table.

Note

Note that you can only cancel a move-in for which no move-out has been created. If you attempt to cancel a move-in for which move-out has already been created, you will be prompted with a message that the move-in cannot be reversed.

Cancel Move-Out

Select a move-out from the table and use

Actions Cancel Move-Out

to cancel a move-out that has been created earlier. Once you cancel a move-out, a confirmation message is displayed that the move-out has been cancelled. Further, you will note that no end-date is specified for the service address as the move-out has been cancelled.

Edit Move-In & Edit Move-Out

You can change the start-date for an existing move-in and move-out. Note that the date must be later than the current date.

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EC53E

EC55E

EC56E

EC57E

EC58E

Note

Table 153: Important ERP IS-U Transactions for Move-In and Move-Out

Transaction Function

EC50E

EC51E

EC52E

Create Move-In

Change Move-In

Display Move-In

Reverse Move-IN

Create Move-Out

Change Move-Out

Display Move-Out

Reverse Move-Out

12.9.1.2.2.3 Transfer

You can transfer the services for an existing move-in using the transfer feature. Click on

Transfer

in the

Utilities

Contracts

screen to initiate transfer of service address.

Process Flow for Transfer of Move-In Address

1. Select a contract from the table and click on

Transfer

. In the dialog box that appears, the

Move-Out Address

is defaulted

2. You need to specify the mandatory values for End-Date for

Move-Out Address

and the

Start-Date

for the new

Move-In Address

as well as the

Contract Account

and

Joint Invoicing

.

3. Also select the service address for the new move-in. The mailing address will be defaulted to the service address of the new move-in. Choose to maintain the other values for transfer in the dialog box.

4. Set the flag for

Create Service Order

if you need to create a service order to initiate the transfer.

Note

For every device (Equipment or Functional Location in technical terms) that is moved-in to, a service order can be created (optional) for reasons such as Install the new device / Perform Initial meter reading, etc.

5. In the

Meter Reading

table, you will see a list of services for both the new move-in address and the move-out address. You can specify the corresponding meter readings at move-in/move-out, specify the corresponding move-in/move-out dates for each of the services and save your entries.

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RESULT: New entry will be created for the new move-in for the relevant contract account in the table for contract accounts. Similarly, the entry for the move-out service address will be deleted from the table. The meter reading table is also refreshed with the entries for the new move-in address. If you have set the flag for

Create Service

Order

, a new service order is created and an entry is made in the table for service orders in the

Utilities Service

Orders

screen.

Note

Force Move-Out: If there is an existing customer in the new Move-In Address, this customer will be replaced by the new customer moving-in.

12.9.1.2.3 Utilities Quotation

You can now create a utilities sales quote using the document type -

Utilities Lean Quotation

.

To enable the feature for sales quote, you must scope the question

Do you want to enable sales quote in your solution

. This question scopes sales quote, contract account and PoD in product selection. .

Adding Products to Utilities Quotation

In product selection, you can assign a Point of Delivery (PoD) for a product using the field search help on the PoD field. . Similarly, contract account can be assigned using field search help on the

Contract Account

field. You can also view the contract validity dates (contract expiry start and end dates) in the items table and quick add of product.

12.9.1.2.4 Financials Overview

This tab screen displays a detailed overview of the invoices associated with the business partner contracts including payments and any existing installment plans. A financial overview of the business partner is also displayed. Note that the overview is presented for the data range that you maintain in the business configuration fine tuning under

Business Configuration Open Activity List Utilities Maintain Financial Overview Date

Change

. The default date range is set to 365 days or one year. Note that the financial overview details are displayed in a hierarchy with the contract accounts for a business partner in the first layer followed invoices and the contracts are displayed in the third level (attached to invoices).

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The

Total Balance

in the header is the total amount the business partner owes to the utility company while the

Overdue Amount

is the sum of all unpaid invoices for which the due date has elapsed.

Open Items

The unpaid items for a billing document are grouped and displayed for each contract account. The

Actions

menu offers creation of document locks and payment or installment plans for the open items.

Financial Overview

A list of invoices created for the business partner and for each of which a corresponding IS-Utilities billing document exisits, are displayed in this section. Invoices are also grouped by contract account.

Payments

This section displays a list of invoices for which payments have been made.

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Installment Plan

You can create payment or installmnet plans for open items in an invoice. See

Installment Plans [page 753]

for detailed information.

12.9.1.2.4.1 Bill Correction

Utilities Call Center offers comprehensive features for bill correction. These include bill reversal (Adjustment and

Full Reversal), rebill and invoicing document locks. Use bill correction to perform reversals, modify meter reading and display the updated invoices from the ERP syystem.

Table 154: Important ERP IS-U Transactions for Financials

Transaction

EA05

EA40

EA14

EA19

EA20

Function

List of outsorted billing/invoice docs

Display print document

Reverse print document

Create bill

Billing document reversal

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Transaction

EASIBI

Function

Individual bill

12.9.1.2.4.1.1 Adjustment Reversal and Full Reversal

Reversal is the first step to bill correction. The Utilities Call Center supports adjustment and full reversal for invoice documents. For both adjustment and full reversal, you need to specify reversal reasons. You must maintain the reversal reasons in the fine tuning under

Business Configuration Open Activity List Utilities

.

The reversal reasons that you maintain in the fine tuning must be the same as those configured in the IS-Utilities. .

Note

When you reverse an invoice or line items in an invoice, the invoice is marked as reversed (marked as 'X') and a reversal document is created and sent to ERP IS-U system. Additionally, a new row is created in the

Balances

table for the the updated invoice from ERP IS-U.

Adjustment Reversal

You can perform adjustment reversal on individual billing items in an invoice. When you adjust reverse a bill, a new bill with amount as negative is created under the invoice. On a reversed bill, you can also update the meter reading and subsequently rebill the invoice. This will generate new bills with the latest amount.

Full Reversal

Use full reversal to reverse an invoice. When you full reverse a bill, a new invoice with amount as negative is created for the contract. On a reversed invoice, you can also update the meter reading and subsequently rebill the invoice. This will generate new invoice with the latest amount.

12.9.1.2.4.1.2 Rebill

Use the rebill feature to update incorrect meter readings. You will need to rebill if you have performed an adjustment or full reversal for invoice line items or an invoice. You need to therefore use rebill to update the meter readings for reversed invoices. If you do not rebill, invoices will be generated for the previously available meter readings.

When you click on

Rebill

, the

Meter Reading

gets enabled and allows update of meter readings for the invoice line items or invoices .

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12.9.1.2.4.1.3 Create Invoicing

Create invoicing for billing documents.

Invoicing without MR: In the

Financials

tab screen, select a contract account and from actions, choose

Create

Invoice

. In the

Create Invoice

dialog box, select a valid billing document and choose

Invoice Now

. Notice that the billing document no longer appears in the table and a new entry is created in the

Invoice History

table for the newly generated invoice.

Note

You cannot create invoicing if there are no billing documents for a contract account; the

Invoice Now

is disabled.

Note

You cannot invoice the latest billing documents if there are bills for a preceding period.

Invoicing with MR: If you are creating an invoice with a meter reading, then the

Create Invoice

dialog also displays the periodic meter readings for the contract account. If there are no periodic meter readings, an interim meter reading order is created.

You can also modify the interim meter reading. If you have modified the meter readings, use

Bill Now

to generate the new billing documents which you can invoice.

Simulate Invoice

Use this feature to view an invoice before you generate one from the billing documents.

12.9.1.2.4.2 Document Locks

You can block bill generation for open line items in invoices using the document locks feature.

In the

Utilities Financials

tab screen, for the first section on Open Items, use

Actions Document Locks

to create new locks. You need to specify the lock type, reason and duration for the lock.

The selection values for lock types and lock reasons are displayed from the IS-Utilities configuration.. The lock types Dunning, Payment, Posting and Interest locks are supported for Utilities Call Center solution. When you set a lock, the symbol for lock is displayed against the open financial document. You can choose to set one or more locks on a financial document.

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Edit and Delete Locks

To edit or delete lock, click on a document lock icon for an invoice line item. In the dialog box that appears, select the row for a lock and click on

Edit

,

Delete

or

Cancel

to perform the corresponding action.

12.9.1.2.4.3 Installment Plans

You can create promisetopay or installment plans for open line items in an invoice.

The Utilities Call Center solution supports create, change and deactivation of an installment plan. All installment plans for a business partner are displayed in the

Installment Plan

section in the

Utilities Financials

tab screen.

Create Installment Plan

In the

Utilities Financials

tab screen, select an open invoice item and use

Actions Create Installment Plan

to create a new installment plan. The total installment amount is defaulted from the selected invoice item. Specify the mandatory values for creating installment plan. These include plan category, start date, number of installments, installment interval and interval type. Click on next to view the installment plan schedule. Save the plan. The new installment plan is displayed in the list of installment plans.

Change Installment Plan

You can modify the number of installments and the due date for payment for an installment plan.

Cancel Installment Plan

Select an installment plan and specify the reason for deactivation and the deactivation date if you need to cancel an existing installment plan. If you do not specify a date, the current date will be defaulted for deactivation.

12.9.1.2.4.4 Invoice Document

In the

Invoice History

section in the

Utilities Financials

screen, click on the hyperlink for the field

Invoice No

to display the PDF document for the invoice.

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12.9.1.2.4.5 Premise

The work center view for premise displays technical details such as point of delivery, installation and division code for a connection object. Note that all information in this work center view is display purpose only and cannot be modified.

12.9.1.2.5 Utilities 360

A 360 degree overview of the object hierarchy for contract accounts.

The section for

Highlights

displays the overdue amount and total balance for a customer, the customer type as well as the alerts (messages from ERP).

The

Object Hierarchy

section displays the hierarchy for collective contract accounts. If the collective contract accounts are not maintained in ERP system, then the hierarchy is launched for the contract account itself. The device is the last level in the hierarchy. The last five records are displayed for a device.

Note

If records for business partners are more than a hundred, an icon for

More

is displayed.

The

Confirm Contract Account

and

Confirm Premise

features act as filters to display only the confirmed objects records in the

UtilitiesFinancials

screen.

12.9.1.2.5.1 Live Activity Center and Enterprise Search

Enterprise search in HTML client and Live Activity Center based search in RUI client available for Utilities Contact

Center.

Enterprise Search

Enterprise search is available in the HTML client for the following categories for Utilities Contact Center. Note that for the Utilities-Customers category, the basic customer search is a local search in the cloud solution and advanced search is executed as online search. The search for other utilities categories is an advanced online search.

● Utilities-Contract Accounts

● Utilities-Customer

● Utilities-Point of Delivery

● Utilities-Premise

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Live Activity Center

You can use the live activity center based search in the responsive UI (RUI) client to search for utilities objects.

The search feature is similar to enterprise search in the HTML client. the following conditions apply for the search using the live activity cetner.

● For the customers category, the basic search is a local search in cloud solution and advnaced search triggers an online search.

● Search using division must be executed along with equipment number.

● For PoD category, search using installation must be executed along with installation number.

● Customer and Premise Search:

○ Search using either house number, street name, apartment ID, floor ID or country must be supported with additional parameters.

○ Search using house number, apartment ID and floor ID must have a combination of postal code or city or street name.

○ Search using street name must be executed along with either postal code or city or house number.

12.9.1.2.6 Service Orders

The

Utilities Service Orders

view screen displays a list of service orders for the selected customer.

Service order details include the service order number, contract account, contract, division, reason, date and status. You can create new service orders, change or even cancel an existing service order. Note that the service orders are displayed as tickets in the

Tickets

workcenter.

Note

If you check the flag

Create Service Order

during move-in create, a new service order is created for the corresponding move-in. Refresh the list to view the new service order.

Create Service Orders (ERP IS-U transsaction IW31)

Create a new service order using New to create a new service order. You need to enter the details such as the service address, service type, start and end date & time, service order type, functional location and all the required meter reading details. On saving your entries you will see that a new row has been added for new service order in the

Service Orders

table.

Change Service Orders (ERP IS-U transsaction IW32)

You can only change the start and end date & time for a service order using the menu option

Actions Change

Service Order

.

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Cancel Service Orders (ERP IS-U transsaction IW33)

.

To cancel a service order, you need to invalidate the start and end date & time accordingly using

Actions

Cancel Service Order

12.9.1.2.6.1 Service Tickets

PoD ID can be assigned to the service tickets using the field search help on the PoD field. PoD field is located under the

Product

section in the overview tab.

12.9.2 Configure Integration with ERP

An overview of how to configure integration with ERP system.

The following graphic displays a transactional overview of data integration between Utilities Call Center and IS-

Utilities (ERP on-premise system).

Note

You must have defined the required integration setup to connect with ERP and PI system.

1. Setup the PI value configuration to execute the utilities call center specific web services. For the list of web

services, see PI Configuration [page 761]

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2. Define the PI value mapping between the cloud business system ID and the ERP logical system ID.

3. Replicate the required business partners to the cloud solution. For more information, see http:// help.sap.com/mdg80/

Note

It is recommended to use Master Data Governance (MDG) framework for replicating business partners.

4. Run the data replication reports to transfer data from ERP to the cloud system. For more information, see

Data Replication from IS-Utilities [page 771]

Note

The contracts are replicated from ERP system using an online call; there is no specific report to be executed for replicating contracts to the cloud solution.

12.9.2.1 PI Value Mapping: Map COD Business System ID - ERP

Logical System ID

The screenshots shown in this appendix are only examples taken from PI value mapping. They are not complete from a PI configuration point of view. Please note that some of the code lists named below can be enhanced or modified in SAP Cloud for Customer during fine-tuning.

Table 155: Mapping Business System - Logical System

COD Business System ID ERP Logical System ID

<SID>CLNT<client number>, where SID is the system ID of the connecting ERP/Cloud system.

Logical System name of the corresponding business system

The values of this mapping are used in the PI message mappings for the services

● ERP_COD_Utilities_BusinessAgreementReplication

● ERP_COD_Utilities_Tech_Objects_Replication

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12.9.2.2 Configuring Business Partner Replication

Business partner replication using the MDG framework and Customer Vendor Integration framework are the two recommended approaches for business partner replication for Utilities Call Center.

12.9.2.2.1 Business Partner Replication Using MDG Framework

This topic provides detailed information on how to replicate business partners for Utilities Call Center using the

MDG framework.

Prerequisites

The MDG_FND add-on must be installed and and the switch functionality for the same must be enabled in the ERP system. The MDG framework is relevant only for ERP Ehp6 onwards. Recommended MDG component version is

SAP_BS_FOUNDATION 731.

Customizing Configurations

Use transaction code MDGIMG to maintain the following under

Master Data Governance Data Replication

Define Technical Settings

1. In the activity

Define Technical Settings for Business Systems

, maintain the business systems to which the data needs to be replciated. Here you also maintain the corresponding logical system (cloud system).

2. In the activity

Define Replication Model

, maintain the following:

1. Assign outbound implementation (specify the business object for the business partner that you need to replicate

2. As communication channel, choose

Replication via Services

.

3. Assign target systems for replication model/outbound implementaton. Here you need to assign all business systems to which data needs to be replicated.

4. Next

Assign Outbound Parameter

or the package containing the bulk of messages for the business system

Maintain Filter Criteria

Use transaction code DRFF to maintain the filter criteria to maintain filter criteria (for example, BP replication using specific roles, etc) and save the same as variants. You can then assign this variant to the replication model in the activity

Define Replication Model

.

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Note

You can also maintain filter criteria when executing the data replication report.

Note

It is recommended that you map the Role Code from ERP to

CRM000

(in the cloud solution).

Execute Web Services

You need to execute the web services BusinessPartnerSUITEBulkReplicateRequest_Out and

BusinessPartnerReplicationIn before you run the data replication report.

Data Replication Report

Use transaction DRFOUT to execute the standard MDG Data Replication Report. You can schedule a regular report runs to replicate the business partner data. To execute this report, you must specify the configurations that you have maintained for data replication in the transaction code IMG in the MDG system.

1. Specify the replication model that you have configured using customizing activity

2. Choose the business object that you specified as outbound implementation in the Customizing.

3. Specify if replication model is for initialization or for delta.

4. Select

Automatic

filter.

Note

Set to

Manual

if you need to maintain filter criteria at the report level.

This report generates a log where confirmation messages from the cloud system will be displayed. Place the cursor on a message and click on details to view the detailed log along with the message texts.

Click on the PI message ID to view the xml messages generated for the enterprise service. Note that if multiple business systems have been maintained, multiple business partner IDs will get generated. These messages carry the internal ID or the ReceiverInternalID created in the cloud system. The messages can be reprocessed using the transaction code SXI_MONITOR.

Note

If number range has been configured in the cloud system and if the external ID generated is part of the number range internval in the cloud solution, the business partner will be created with the same ID. If this is not the case, then a new internal BP ID is generated in the cloud solution.

Note

If the number range interval has been completely used, the value mapping in PI system needs to be updated.

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See Also

●

Data Replication

●

Evaluation of Replication Logs - SAP Easy Access

12.9.2.2.1.1 WebService: Business Partner Replication Using

MDG

You will need to configure the following web services ONLY if you are using the MDG framework for business partner replication.

● BusinessPartnerSUITEBulkReplicateRequest_Out

● BusinessPartnerReplicationIn

12.9.2.2.2 Business Partner Replication using Customer

Vendor Integration

You can use the customer master integration replication framework provided along with the standard integration between your cloud solution and the ERP on-premise system to replicate business partners from your cloud solution to the on-premise system. You can perform the configuration under

Business Configuration Integrate and Extend Migration of Customers .

Note

Customer Vendor Integration works with ERP Ehp0, SP18

Replicating Business Partners from IS-Utilities system to Cloud Solution

The following steps demonstrate how to create a new BP in the ERP system and replicate the same to the cloud solution.

1. Perform the following steps in the transaction code BP in the ERP system.

1. Create a new business partner by clicking on

Person

in the header bar.

2. In the field

Grouping

, select the value

ERP CRM

3. In the field

Create in BP Role

, select the value

Contract Partner

.

4. Click on

Create

and maintain the basic details such as the first name, last name, search term and address.

5. Click on

Company Code

on the title bar. Select a company code and maintain the other required details.

6. In the

Customer Account Management

tab, select an appropriate value for

Reconciliation Acct

and press

Enter

.

7. Click on

Sales and Distribution

on the title bar and maintain a sales org for the business partner.

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8. In the

Orders

tab, maintain the price list as 02 and press

Enter

.

9. In the

Billing

tab, select an appropriate

Tax

.

10. Save the business partner and make a note of the generated business partner identification displayed in the toolbar.

2. Go to transaction code NXD03 and verify that the new customer has been created in the system.

3. Go to transaction code NBD12 and create an Idoc to send the new customer to the cloud solution.

4. Specify the required details such as customer number, output type as DEBMAS, the logical system of the cloud solution and execute the Idoc.

5. RESULT- A confirmation message - (1 master IDOCs set up for tzpe DEBMAS ) is displayed:

Delta Replication of Business Partners from IS-Utilities system to Cloud

Solution

For replication of business partners in delta scenarios, (creation of new business partners or updates to existing business partners) when using the Customer Vendor Integration approach, you must schedule a periodic job for the reports RBDMIDOC (creation of IDOCs, based on change pointers) and RSEOUT00 (sending generated IDOCs to the middleware).

12.9.2.3 PI Configuration

The configuration required in PI system is documented in detail in the following topics.

In the PI system, execute transaction code SXMB_IFR. This opens the PI system homepage from where you can access the PI clients for

Enterprise Service Repository

,

Integration Directory

, and

System Landscape Directory

.

Note

Ensure that you have always download the latest integration package from the SAP Service Marketplace.

12.9.2.3.1 Prerequisites

Summary of the prerequisites for PI configuration

The PI 7.11 system (ABAP+JAVA) should be ready and trust relationship should established with C4C and CPM as per Integration Guide. See the following sections in the standard integration guide for ERP using PI.

● Connection Phase: Check and Prepare PI System

● Connection Phase: Set Up Secure Connection Between ERP-PI-Cloud Systems

● Create a view in the key storage and load certificate into view

● Import the root certificate used to sign the SAP Cloud for Customer certificate

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12.9.2.3.2 Download Enterprise Software Repository Content for Integration

You need to download the standard integration package for Cloud for Customer for Utilities Call Center from the

SAP Service Marketplace to get started with the configuration required for integration with SAP ERP system.

1. Go to https://support.sap.com/software/patches.html

.

Note

Ensure that you download the latest versions of all available support packages.

2. Click on the tab

Browse Download Catalog

3. Go to

SAP Content ESR Content (XI Content)

4. Dowload the following software components to your local machine:

Table 156: Download Software Components

Software Component Name Version Contents

XI CONTENT SAP BYD XI CONTENT SAP_BYD 2.40

XI CONTENT COD_ERP_INT

XI CONTENT COD_ERP_INT_IC

XI CONTENT COD_ERP_INT 6.00

XI CONTENT COD_ERP_INT_IC 6.00

Interface Definitions for Cloud for Cus­ tomer for Utilities Call Center

ERP Inteface Definitions

Mapping, Templates and Scenarios

12.9.2.3.3 Create SLD Configuration

You need to register the on-premise system in the System Landscape Directory. Systems are typically registered in SLD when they are initially configured.

To check if your system is registered in SLD, perform the following steps

1. Login to the PI system and go to

System Landscape Directory System Landscape

.

2. Register your on-premise system in PI, by creating a technical system of type AS ABAP for your on-premise system. For more information, see Creating New Web AS Systems

3. Under

ABAP System Details Business Systems

, create the corresponding business system for the technical system. For more information, see Creating and Removing Business Systems.

4. Go to

System Landscape Technical Systems

and register your cloud solution in PI.

5. Create a corresponding business system for the Cloud solution.

6. Assign SWCV SAP BYD 2.40 under the product SAP BUSINESS BYDESIGN 240.

7. Again, under

System Landscape Technical Systems

, perform the following steps:.

8. 1. Select the Cloud for Customer system and click on

Installed Software

.

2. Select

Add New Product

, and add the product SAP BUSINESS BYDESIGN 240 and assign the software component version SAP BYD 2.40.

3. Similarly, assign SWCV SAP BYD 1411 under the product SAP BUSINESS BYDESIGN 1411.

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12.9.2.3.4 Import ESR Content into PI System

You need to import the standard integration content delivered for SAP Cloud for Customer for Utilities Call Center to your PI system.

You have already downloaded the ESR content to your local machine. Now you need to import this content to the

PI system in your landscape. Follow these steps:

1. Login to the PI 7.11 system and enter the transaction code SXMB_IFR to start the Integration Builder.

2. Under Enterprise Services Repository, click on Enterprise Services Builder.

3. To import the ESR content from local machine, go to

Tools Import Design Objects Client

and provide the path to the local machine. Note that the file with ESR content is saved with a '.TPZ' extension.

Result

Verify that the required web services are displayed under the relevant software components. If the import is successful, you will see the list of outbound web services from SAP Cloud for Customer under

SAP BYD 2.40

HTTP://SAP/COM/XI/AVS/GLOBAL

. Similarly the ERP web services are listed under COD_ERP_INT and the mappings and templates for ERP are listed under COD_ERP_INT.

12.9.2.3.5 Create Configuration Scenario

Create a configuration scenario for the Utilities solution and perform the required configuration for all required web services.

Perform the following steps to create a configuration scenario for your Cloud for Customer for Utilities Call Center solution:

1. Go to

Integration Directory Integration Builder

and switch to the

Configuration Scenario

view.

2. In the menu bar, go to

Object New

and in the Object Create dialog box that appears, select

Administration Configuration Scenario

..

3. Enter a name for the configuration scenario with the prefix COD_ERP_UTILITIES and select

Type of ES

Repository Model

as

Process Integration Scenario

.

4. click on

Create

and save the configuration scenario.

Note

You will maintain the ID configurations for each of the web services in this configuration scenario. As part of the ID configuration, you will perform the following steps for each web service:

1. Assign sender business system (that you have defined in the software landscape directory - SLD configuration.)

2. Assign receiver business system

3. Create the following:

1. Sender communication channel (SOAP Sender) business system

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2. Receiver communication channel (SOAP Receiver) business system

3. Receiver determination

4. Interface determination

5. Sender agreement

6. Receiver agreement

4. Activate change lists

Note

See the topic for detailed information on how to maintain ID Configuration for web services.

12.9.2.3.6 Example: ID Configuration for Web Service - BP

Overview

The sample ID configuration for BP Overview web service is provided here. Note that the screenshots are provided only for reference.

To the Utilities configuration scenario that you created in the previous step, configure the following for the BP

Overview web service:

1. Assign sender and receiver business system.

1. To do this, right click on

Business System

and click on

Assign Business System

-

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2. In the

Assign Business System

dialog box that appears, click on

Select Business Systems

(on the left hand side of the screen). You need to select the business systems that you have configured in the SLD

(Software Landscape Directory).

3. Click twice on

Continue

to assign both the sender and receiver business systems.

4. Click on

Finish

to save the configuration.

2. Create communication channel (SOAP sender) for sender business system. To do this,

1. Right click on communication channel and select

New

.

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2. In the dialog box that appears, search and assign your sender business system in communication component and enter a name for communication channel.

3. Click on

Create

.

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4. In the dialog box that appears, select the SOAP Adapter Type as Sender. Enter security level as

HTTP

and enter the namespace and the document name.

5. Under

Default XI Parameters

, enter the web service name.

3. Create communication channel (SOAP receiver) for receiver business system similar to how you have created the communication channel for sender system. Note that for SOAP Adapter Type as

Receiver

. Provide the target URL and credentials of the receiver system.

4. Create receiver determination

1. Right click on

Receiver Determination

and then click

New

.

2. For

Communication Component

, select the business system maintained in the SLD configuration.

3. Also enter the sender interface name and the name space and click on

Create

.

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5. Create interface determination

1. Right click on

Interface Determination

and then click on

New

.

2. In the dialog box that appears, specify the interface name, namespace and the communication component for the

Sender

. Similarly, under

Receiver

, enter the communication component.

6. Create receiver agreement.

1. Right click on

Receiver Agreement

and then click on

New

.

2. Create receiver agreement and enter the sender communication component name, receiver component name, receiver Interface and name space names. Assign the receiver communication channel and save.

7. Create sender agreement

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1. Enter the receiver communication component name, sender component name, sender interface and name space names. Assign the sender communication channel and save.

8. Activate change lists. To activate, right click on the top node of the change list and click on

Activate

.

12.9.2.3.7 Maintain ID Configuration for Web Services

Synchronous and asynchronous web services for the utilities solution must be configured.

For a complete list of the web services, see the worksheet for

Utilities PI Services

in https://websmp104.sapag.de/%7Esapidb/012002523100003300812016E/IntegrationFlows1602.xls

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12.9.2.3.8 Configure Communication Arrangements in Cloud

Solution

Communication arrangements help you to configure the electronic data exchange between the cloud Utilities Call

Center solution and the IS-Utilities in ERP system.

Prerequisites

The required certificates have been installed and validated.

Procedure

1. To set the communication arrangement, go to

Administrator General Settings Integration

Communication Arrangements

2. Click on

New

and follow the wizard to set up your communication arrangements

3. Use

Edit Advance Setting

to configure your outbound communication arrangements. For detailed information, see Configure Communication Arrangements ( chapter 6.3 in the standard integration guide.

4. After you have completed the configuration, validate the same. To validate, select

Outbound Communication

and click on

Check Connection

and look for the message “

Ping successful

”.

Note

Contact your system administrator for details of System Instance ID, Code List Mapping, Authentication

Method (user and password), Port, C4C Business System ID, C4C Business System Client and

Communication System Client.

Table 157: Communication Arrangements for Utilities Call Center

Communication Scenario (MCPG)

ERP Utility Management Integration

Utilities Contract Account Replication

Use

ISU Configuration, ERP Contract Account Replication, Query and Maintain ERP Customer Info

ERP contrat account replication

Utilities Bill Correction Invoice Generating invoice PDF

Utilities Techinical Master Data Replication Technical objects replication

Names of Web Services

For a complete list of web services to be configured, see https://websmp108.sap-ag.de/%7Eform/sapnet?

_SCENARIO=01100035870000000082&_SHORTKEY=01200252310000111040

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12.9.2.4 Data Replication from IS-Utilities

The reports listed in this section must be executed for transfer of data from IS-Utilities system to the Utilities Call

Center cloud solution.

The following table provides a snapshot of the data replication supported for Utilities Call Center.

Table 158: Snapshot of Replicated Master Data and Utilities Technical Data in Cloud Solution

Object Initial Load Delta (Creation of

New Objects)

Delta (Modifica­ tion of Existing

Objects )

Unidirectional/

Bidirectional

Scoping and Fine

Tuning

Yes Yes Bidirectional

Yes

Business Partner -

Customer Vendor

Integration

Yes

Business Partner -

MDG

Yes Yes Yes Bidirectional

Yes

Contract Account

Replication

Yes

Contract Account

Online

Not Applicable

Yes

Not Applicable

Yes

Not Applicable

Unidirectional

(Only from IS-Util­ ities to Cloud Solu­ tion)

Yes

When a contract account is created in cloud solution, the same is also re­ plicated to IS-U system

Not Applicable

Yes

Point of Delivery

Replication

Point of Delivery

Online

Yes

Not Applicable

Yes

Not Applicable

Yes

Not Applicable

Unidirectional

(Only form IS-Util­ ities to Cloud Solu­ tion)

Yes

Not Applicable

Not Applicable

Contracts

Premise

Not Applicable

Connection Object Yes

Yes

Not Applicable

Not Applicable

Not Applicable

Not Applicable

Not Applicable

Not Applicable

Not Applicable

Not Applicable

Unidirectional (IS-

Utilities to Cloud solution)

Not Applicable

Not Applicable

Unidirectional (IS-

Utilities to Cloud solution)

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12.9.2.4.1 Contract Account Replication

Contract Account Replication Report: COD_UTILITIES_ACCOUNT_EXTRACT. Use this report to replicate the contract accounts to the cloud solution.

Note

In the November 1511 release, irrespective of whether or not you maintain the configuration for replicating contract accounts, the move in screen displays all the contract accounts from ERP that are linked to the

Business partner. Further, the start date for contract accounts is defaulted to the curent date.

Prerequisites

1. You have implemented the corresponding web service for contract account.

2. The following scoping question under

Business Configuration Edit Project Scope Questions

has been scoped in your solution - Do you want to replicate contract account data from your external application to your cloud solution?

Note

If you have scoped the question -

Do you want to enable sales quote in your solution?

, then you enable the point of delivery data also to be replicated along with contract account.

1. You must always replicate a contract account using a business partner. To replicate a new contract account, you can either create a new business partner or use an existing business partner in the cloud solution.

2. Configure the partner profile for IDoc type COD_UTILITIES_ISU_ACCOUNT_RE01 q. For the partner profile, you must

1. Add or subscribe to the message type – COD_UTILITIES_ISU_ACCOUNT_REP

2. Maintain the PI receiver port

3. Execute the IDoc.

3. A customer implementation of business partners using Master Data Governance (MDG) must be done for replicating business partners.

Note

Note that the framework for business partner replication using MDG is recommened but is not part of the standard delivery.

Maintain Follwoing Configuration in the Cloud Solution

1. Go to the

ADMINISTRATOR

work center.

2. Click on

Edit ID Mapping for Integration

, maintain the following values and click on

Go

:

○ Mapping Of : Business Partners

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○ ID : Business Partner ID in the cloud solution

Note

The business partner ID must have 10 characters. If the ID has less than 10 characters, you must add leading zeroes to the ID. For example, if the BP ID is 1234, you must enter the BP ID as 0000001234.

○ External ID : Business Partner ID in on-premise system

○ System Instance ID: ID of the on-premise system

Maintain Following Configuration in IS-Utilities (ERP on-premise system)

1. Create a contract account using the transaction code CAA1.

2. Use transaction code SE38 and enter the report name COD_UTILITIES_ACCOUNT_EXTRACT. Enter the following values and execute the report:

Note

Uncheck the

Test

flag before you execute the report.

○ Contract Account

○ Business Partner ID

○ Partner Number of Receiver - Logical (system ID of the cloud solution)

Result

When you execute the report COD_UTILITIES_ACCOUNT_EXTRACT in the IS-U system, the report generates and displays an IDoc number. It takes a few minutes to send this IDoc number to the cloud solution.

You can search for the new contract account under

UTILITIES BUSINESS AGREEMENT

.

Note

You need to enter a 10 character ID for contract account. Add leading zeroes if the contract account ID is less than 10 characters.

12.9.2.4.2 Contract Account Delta Replication

This document describes the configuration required to run the report COD_UTILITIES_ACCOUNT_EXTRACT in order to fetch the delta for contract accounts.

The contract account delta replication involves two steps - identifying the delta and replicating to the cloud solution. These steps are documented in detail below.

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Identifying the Delta for Contract Accounts

In IS-Utilities, contract accounts are represented by business object ISUACCOUNT in the business object repository (BOR). When a contract account is created or changed, events situation. The object ISUACCOUNT has the events UtilAccount.created and UtilAccount.changed . These events are triggered when a contract account is created or updated using Transaction codes CAA1 or CAA2.

Configuration for Enabling the Event Handler CL_COD_UTIL_SWER_CA

In the transaction code SM30, create two separate entries in the customizing view SWFDVEVTY1 for the two events

CREATED and CHANGED.

Note

The Cloud for Customer Utilities Call Center solution implements an event handler (class

CL_COD_UTIL_SWER_CA) to consume these events (UtilAccount.create and UtilAccount.changed). This event handler determines if the incoming event is for contract account and triggers the report

COD_UTILITIES_ACCOUNT_EXTRACT to fetch the delta for contract accounts.

Required - Business Add-In Implementation

Use business add-in COD_UTILITIES_REPLICATION_CONF and implement the method GET_RECEIVER_SYSTEM to generate a list of receiving logical systems. The report COD_UTILITIES_ACCOUNT_EXTRACT sends the contract account information as IDocs to the SAP PI middleware and therefore you need to maintain the receiving logical systems as parameters for the report.

Optional - Other Extensibility Options

1. Use the BAdI COD_UTILITIES_REPLICATION (method CA_ADJUST_DATA) in the report

COD_UTILITIES_ACCOUNT_EXTRACT to modify or delete records that must be set to the cloud solution. This

BAdI called right before the IDocs are created and sent.

2. For other extensible options, you can develop custom event handler classes as part of a project and set those in the customizing entries to have more control of the delta replication process.

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12.9.2.4.3 Technical Objects Replication

Technical Objects Replication Report: COD_INSTALLED_BASE_EXTRACT

Report for Initial Load - COD_UTIL_TECH_OBJECTS_REPL

Schedule periodic runs for the initial load report ERP system to transfer the utilities technical master data to the cloud solution. This report offers a single interface to replicate the following objects:

● Installed Base

● Connection Object

● Installation Point

● Hierarchical Relationship

Follow these steps to run the report:

1. In the dialog screen for

Utilities Technical Objects Replication

, select and specify value in one of the fields -

Premise ID

,

Connection Object ID

or

Point of Delivery ID

.

2. Specify the

Logical Port ID

.

Note

Language key will be set to

sy-langu

if empty. Also the

From-Date

will be set to today’s date if empty. And the

To-Date

will be set to 31.12.9999 if empty.

3. Specify a number for the field

Maximul Size

. With the field “Maximum Size’ you can control how many technical master data will be sent in a single message. The web service can upload several Connection Object

IDs, Premises and PoDs at once. Technical Master Data (Connection Object, Premise and Point of Delivery) will be distributed accordingly.

Delta Replication - Connection Object

Follow these steps to trigger a delta replication for connection object data:

1. In the transaction code SM30, enter the table / view SWFDVEVTY2.

2. Add the entries for the events

CHANGED

and

CREATED

for the object CONNOBJ.

Note

Creating or changing a connection object triggers the delta replication for connection objects.

Delta Replication - Premise

Follow these steps to trigger a delta replication for premise data:

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1. In the transaction code SM30, enter the table / view SWFDVEVTY2.

2. Add the entries for the events

CHANGED

and

CREATED

for the object PREMISES.

Note

Creating or changing a connection object triggers the delta replication for premises.

Delta Replication - Point of Delivery

Follow these steps to trigger a delta replication for point of delivery data:

1. In the transaction code SM30, enter the table / view SWFDVEVTY2.

2. Add the entries for the events

CHANGED

and

CREATED

for the object ISUPOD.

Note

Creating or changing a connection object triggers the delta replication for point of delivery data.

Extensibility for Inital Data Relication Report and for Delta Replication

A Business Add-In (BAdI) to modify the standard implementation for the initial data replication report and for the delta replication runs. This BAdI is called after retrieving the PoD. . It allows to change the PoD data to be replicated, to skip the standard checks and to skip the replication for this PoD.

● Enhancement Spot: COD_UTIL_TECH_OBJS_REPLICATION

● BAdI: COD_UTIL_TECH_OBJS_REPLICATION

● Interface: IF_COD_UTIL_TECH_OBJS_REPL

● Method: POD_ADJUST_DATA

12.9.2.4.4 Code Lists Mapping

Code list mapping must be maintained for the fields specified in the following sections

Automatic Code List Mapping

Automatic and manual code list mapping must be maintained for the utilities specific codes..

In the code list mapping, ensure that the delimiter is set to coma (,) and the

Code List Mapping Group

as

03 - SAP

On Premise Integration

. For detailed information, see Configuring Automatic Code List Mapping [page 270] .

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Note

If you are using the MDG framework to replicate business partners, you also need to maintain the code list mapping for role code from ERP to role : CRM000 in the Cloud for Customer.

12.9.3 Setup your Utilities Contact Center

The topics below provide a detailed overview of the configuration required to setup the utilities contact center.

12.9.3.1 Scoping

To set up your SAP Cloud for Customer system to support Utilities Call Center solution, scope your implementation project to accordingly.

Follow the sequence for configuring as described below:

Scope your Solution

To begin scoping and to scope the solution, go to

Business Configuration Edit Product Scope Industry

Solution Utilities Utilities Call Center and Service

. Many of the scoping elements are automatically selected and cannot be deselected. The Business Configuration sets (BC Sets) defined for the utilities call center will be activated once you scope the the Utilities industry solution. Review the questions for the scoping elements and confirm your scoping.

For the Utilities integration with ERP, you MUST also scope

Registered Products and Installed Base

under

Edit

Project Scope Service Registered Products and Installed Base

Scoping Questions

1. Do you want to enable sales quote in your solution?Note that when you scope this question, you can create utilities specific sales quote using the document type Utiliites Lean Quotation. In addition, you also enable replication of contract account and Point of Delivery data.

Note

If the above question is scoped, you need to ensure that the Sales Quotes are enabled under

Business

Configuration Edit Project Scope Sales New Business Sales Quotes .

You need to follow the section

PoD Delta section

to configure PoD replication in case the above scoping question is checked/enabled.

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2. Do you want to replicate contract account data from your external application to your cloud solution?

Note

You need to follow the section

PoD Delta section

to configure PoD replication in case the above scoping question is checked/enabled.

3. Do you want to replicate point of delivery data from your external application to your cloud solution?

Note

Configure the PoD replication ONLY if the scoping questions for PoD replications are enabled in the scoping for utilities.

Fine Tuning

As an administrator, you need to configure your utilities call solution with the following settings:

●

Contract Processing Status

This status displays the status of the contracts that has been maintained in the code list mapping in the cloud solution. Therefore, for each contract status is read from ERP, the corresponding code value maintained in the cloud solution is displayed.

●

Reversal Reasons

Maintain the possible contract reversal reasons that will be used for bill correction for invoices in the

Utilities

Financials

view screen.

● Meter Reading Type

● Meter Reading Reason

● Meter Reading Note Type

● Financial Overview Date Range

● Number Ranges for the following objects:

○ Point of Delivery

○ Installation

○ Connection Object

○ Business Agreement

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12.9.3.2 Prerequisites for Configuring Utilities Call Center

This section lists the prerequisites that must be set-up before you configure the utilities call center.

Prerequisites

Integration Set-up for Utilities Call Center

The connection to SAP ERP system must be established before the on-boarding to SAP Cloud for Customer is

implemented. For more information, see Configure Integration with ERP [page 756]

For detailed information on integration with SAP ERP, refer to the integration guide.

IS-Utilities Configuration in ERP System

The required configuration must have been set up in IS-Utilities in the ERP system.

12.9.3.3 Replicate Utilities Master Data

Overview of the report for replicating utilities master data.

Note

For detailed information, see

Technical Objects Replication [page 775] .

12.9.3.4 Create Administrators

Before you proceed with the tasks below, you must create one or more administrators from your initial user.

For more information, see Creating Administrators in SAP Cloud for Customer [page 35]

12.9.3.5 Enter or Migrate Employee Data

You can create employee data either by entering employee data manually or by using the migration tool to import a large number of employees at the same time. For more information on how to enter or migrate employee data, review the

Activity List

for your project, open the

Migration of Employee Data

activity and refer to the system documentation links

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12.9.3.6 Create Business Roles

Business roles required in your organizational setup. Business roles allow you to predefine access rights as a template that you can assign to multiple business users who are to perform similar business tasks.

For information about creating business roles, see Configuring Business Roles [page 49]

Recommended Business Roles

You need to configure two roles for configuring and using the Utilities Call Center Solution. The

Call Center Agent

can be assigned with all the rights to run the solution using the work centers listed in the section (Assign Work

Centers to Business Users). To be able to configure the solution and for business operations, you can create an

Administrator role. Apart from the standard work centers for the Utilities Call Center solution, the administrator will also have access to the

Administrator

,

Business Configuration

and

Analytics

work centers.

12.9.3.7 Maintain Business Users (Call Center Agents)

Maintain the call center agents who are the key business users in utilities call center solution.. Once you have created employees, you must edit the business user attributes and access rights for the call center agents.

The access rights for this user are described in the section

Enabling Features in Scoping for SAP Cloud for

Customer for Utilities. [page 734] For information on how to maintain business user information, see the

Business

Users Quick Guide [page 520] .

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12.9.3.8 Assign Work Centers to Business Users

Work center assingnment to business users based on their roles.

Assign Work Centers to Business Users

Table 159: Supported Work Centers and Tab Screens

Work Centers

Utilities (Utilities Call Center)

Customers (Accounts and Individual Customers)

Tab Screens

●

Customer Search

●

Business Agreement

Note

Business Agreement details are only available for dis­ play.

● Service Location

● Accounts

● Individual Customers

Note

Assign Individual Customers work center if the customers are individuals. For coorporate customers, you can assign

Accounts.

Note

Utilities specific view screens (

Utilities Overview

,

Utilities

Contracts

,

Utilities Financials

and

Utilities Service Orders

are included in the display for Accounts and Individual

Customers.

Sales

Products

Activities

Sales quotes must be scoped (enable scoping question to al­ low creation of sales quotes) to allow creation of utilities spe­ cific quotes. If you bind a sales quote to a business agree­ ment, you can view the sales quote details in the business agreement.

Service products are supported for utilities specific quotes.

All activities are supported

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12.9.3.9 Setup Your Organizational Structure

You can use organizational units to establish sales teams. For more information on how to manually set up or import your organizational structure, go to the

Activity List

for your project, open the

Perform Organizational

Structure Setup

activity.

12.9.4 Extensibility

You can extend both the UI screens and the functionality for Utilities Call Center using the extensibility framework.

Use PDI extensibility framework to extend UI screens. For functional extensions, SAP predelivers Business Add-

Ins that you can implement to add or modify features.:

12.9.4.1 Functional Extensions Using Business Add-Ins

Utilities Call Center provides business add-ins for both the IS-Utilities backend system and the Cloud for

Customer backend that you can implement for functional extensions.

12.9.4.1.1 Overview

In this screen, the five most recent records are displayed for each of contract accounts, contracts, payments, invoices and meter readings.

Table 160: Cloud for Customer Business Add-In for Overview Tab Screen

Enhancement

Spot

Related Busi­ ness Object

Namespace PDI BAdI Defi­ nition

TO Interface Method

ES_UTILITIES

_EXT

UTILITIES_EX

TENSIBILTY http:// sap.com/xi/AP

/CRM/Global

UTILITIES_OV

ERVIEW_ENHAN

CE

UTILITIES_CO

NTRACTS_TO

IF_UTILITIES

_OVERVIEW_EN

HANCE

EXE­

CUTE_OVER-

VIEW

Table 161: ERP Business Add-In for Overview Tab Screen

BAdI Definition Interface

COD_UTILITIES_ERP_CUST_BADI IF_COD_UTILITIES_ERP_CUST_BADI

Method

● BP_OVERVIEW_PRE

● BP_OVERVIEW_POST

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12.9.4.1.2 Financials

12.9.4.1.2.1 Bill Correction - Full Reversal

This feature allows you to select and invoice and fully reverse the complete invoice or the bill. As a result, a new bill with amount as negative is created under the list of invoices. You can also update the meter reading for a reversed invoice and subsequently rebill to generate the new invoice and bills with the updated amount.

Table 162: Business Add-Ins for Full Reversal

System BAdI Definition Interface Method

Cloud for Customer

ERP

BADI_UTIL_FIN_FULL_REV

ERSAL

IF_UTIL_FIN_FULL_REVER

SAL

EXECUTE_FULL_REVERSAL

BADI_COD_UTILITIES_BIC

O

IF_COD_UTILITIES_BICO

● BICO_REVERSAL_POST

● BICO_REVERSAL_PRE

12.9.4.1.2.2 Bill Correction - Adjustment Reversal

Use the adjustment reversal feature to reverse individual items of an invoice.

Table 163: Business Add-Ins for Full Reversal

System BAdI Definition Interface

Cloud for Customer

ERP

Method

BADI_UTIL_FIN_ADJ_REVE

RSAL

IF_UTIL_FIN_ADJ_REVERS

AL

EXECUTE_ADJ_REVERSAL

BADI_COD_UTILITIES_BIC

O

IF_COD_UTILITIES_BICO

● BICO_REVERSAL_ADJ_P

OST,

● BICO_REVERSAL_ADJ_P

RE

12.9.4.1.2.3 Bill Correction - Meter Reading Get

Table 164: Business Add-Ins for Meter Reading Get

System BAdI Definition

Cloud for Customer BADI_UTIL_FIN_GET_MR

Interface

IF_UTIL_FIN_GET_MR

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Method

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System

ERP

BAdI Definition Interface

BADI_COD_UTILITIES_BIC

O

IF_COD_UTILITIES_BICO

Method

● BICO_MR_GET_POST

● BICO_MR_GET_PRE

12.9.4.1.2.4 Bill Correction - Meter Reading Update

Methods for modifying the meter readings for contracts for a business partner.

Table 165: Business Add-Ins for Meter Reading Update

System BAdI Definition Interface

Cloud for Customer

ERP

BADI_UTIL_FIN_UPDATE_M

R

IF_UTIL_FIN_UPDATE_MR

BADI_COD_UTILITIES_BIC

O

IF_COD_UTILITIES_BICO

Method

UPDATE_METER_READING

● METER_READ_CREATE_P

OST

● METER_READING_CREAT

E_PRE

12.9.4.1.2.5 Bill Correction - Rebill

Feature for generating updated bills after performing bill reversals and updating the meter readings.

Table 166: Business Add-Ins for Full Reversal

System BAdI Definition Interface Method

Cloud for Customer

ERP

BADI_UTIL_FIN_REBILL IF_UTIL_FIN_REBILL

BADI_COD_UTILITIES_BIC

O

IF_COD_UTILITIES_BICO

EXECUTE_REBILL

● BICO_REBILL_POST

● BICO_REBILL_PRE

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12.9.4.1.2.6 Locks on Billing Documents

Feature to set locks on open items in an invoice to block bill generation.

Table 167: Business Add-Ins for Full Reversal

System BAdI Definition Interface

ERP

Method

COD_UTILITIES_LOCKS_BA

DI

IF_COD_UTILITIES_LOCKS

● LOCKS_POST

● LOCKS_PRE

12.9.4.1.2.7 Installment Plan

The feature for installment plans allows you to create installment or payment plans for open items of an invoice.

You can modify and even deactivate an installment plan. The standard methods send the invoice details and the installment details as input parameters.

Three action codes are supported. Action code 01 - Simulate and Create Installment Plan, Action code 02 -

Change Installment Plan and Action code 03 - Display Installment Plan and Action code 04 - Deactivate

Installment Plan.

Table 168: Business Add-Ins for Installment Plan

System BAdI Definition Interface Method

BADI_UTIL_INSTALL­

MENT_PLAN

COD_UTILITIES_IN­

STPLAN_BADI

IF_COD_UTILITIES_IP_BADI EXECUTE_INSTALL­

MENT_PLAN

IF_COD_UTILITIES_IN­

STPLAN

● INSTPLAN_PRE

● INSTPLAN_POST

12.9.4.1.3 Contracts

The standard methods implemented for the

Utilities Contracts

tab screen display an overview of the contract accounts and the contracts a selected business partner. When a contract is selected, the meter reading for that contract will be displayed in the

Meter Reading

table.

Table 169: Cloud for Customer Business Add-In for Utilities Contracts Tab Screen

Enhancement

Spot

Related Busi­ ness Object

Namespace PDI BAdI Defi­ nition

TO Interface Method

ES_UTILITIES

_EXT

UTILITIES_EX

TENSIBILTY http:// sap.com/xi/AP

/CRM/Global

UTILITIES_OV

ERVIEW_ENHAN

CE

UTILITIES_CO

NTRACTS_TO

IF_UTILITIES

_OVERVIEW_EN

HANCE

EXE­

CUTE_OVER-

VIEW

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Table 170: ERP Business Add-In for Utilities Contract Tab Screen

Business Add-In

COD_UTILITIES_ERP_CUST_BADI

Interface

IF_COD_UTILITIES_ERP_CUST_BADI

Method

● BP_OVERVIEW_PRE

● BP_OVERVIEW_POST

12.9.4.1.3.1 Contract Account

You can create a contract account for a business partner, modify and display a contract account.

The standard method for the contract account provides three actions (01 - Create Contract Account; 02 - Change

Contract Account; 03 - Display Contract Account). Use the business add-in methods for the contract account to modify the implementation for contract account.

In the create scenario (Action 01) a contract account is created in the ERP system and the number of the contract account is returned to the cloud solution. The change scenario (Action 02) fetches the updated data and the display scenario (Action 03) fetches the contract account details to be displayed in the cloud solution.

Table 171: Business Add-Ins for Contract Account

System Business Add-In Interface

ERP COD_UTILIT­

IES_ERP_CA_BADI

IF_COD_UTILIT­

IES_ERP_CA_BADI

Method

● CONTRACT_AC­

COUNT_PRE

● CONTRACT_AC­

COUNT_POST

Cloud for Customer BADI_UTIL_CONTRACT_AC­

COUNT

IF_COD_UTILITIES_CA_BADI EXECUTE_CONTRACT_AC­

COUNT

12.9.4.1.3.2 Move-In

The Move In functionality enables to create a contract for an installation. You can also create a service order during the process of Movein.

Table 172: Cloud for Customer Business Add-In for Move-In

Enhancement

Spot

Related Busi­ ness Object

Namespace PDI BAdI Defi­ nition

TO Interface Method

ES_UTILITIES

_EXT

UTILITIES_EX

TENSIBILTY http:// sap.com/xi/AP

/CRM/Global

BADI_UTIL_CO

NTRACTS_MOVE

_IN

UTILIT­

IES_CON-

TRACTS_TO

IF_UTIL_MOVE_

IN_ENH

EXE­

CUTE_MOVE_I

N

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Table 173: ERP Business Add-In for Move-In

Business Add-In

COD_UTILITIES_ERP_CUST_BADI

Interface

IF_COD_UTILITIES_ERP_CUST_BADI

Method

● IF_COD_UTILITIES_ERP_CUST_B

ADI

● BP_OVERVIEW_POST

12.9.4.1.3.3 Move-Out

You can create a move-out to end a contract.

Table 174: Cloud for Customer Business Add-In for Move-Out

Enhancement

Spot

Related Busi­ ness Object

Namespace PDI BAdI Defi­ nition

TO Interface Method

ES_UTILITIES

_EXT

UTILITIES_EX

TENSIBILTY http:// sap.com/xi/AP

/CRM/Global

BADI_UTIL_CO

NTRACTS_MOVE

_OUT

UTILITIES_CO

NTRACTS_TO

IF_BADI_UTIL

_MOVE_OUT_EN

H

EXECUTE_MOVE

_OUT

Table 175: ERP Business Add-In for Move-Out

Business Add-In

COD_UTILITIES_ERP_CUST_BADI

Interface

IF_COD_UTILITIES_ERP_CUST_BADI

Method

● MOVE_OUT_PRE

● MOVE_OUT_POST

12.9.4.1.3.4 Transfer

Use the

Transfer

feature to change the service location of a contract. This process ends the current contract and start the new contract at the newly selected service location.

Table 176: Cloud for Customer Business Add-In for Transfer

Enhancement

Spot

Related Busi­ ness Object

Namespace PDI BAdI Defi­ nition

TO

ES_UTILITIES

_EXT

UTILITIES_EX

TENSIBILTY http:// sap.com/xi/AP

/CRM/Global

BADI_UTIL_CO

NTRACTS_TRAN

SFER

UTILIT­

IES_CON-

TRACTS_TO

Interface Method

IF_BADI_UTIL_T

RANSFER_ENH

EXE­

CUTE_TRANS-

FER

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Table 177: ERP Business Add-In for Transfer

Business Add-In

COD_UTILITIES_ERP_CUST_BADI

Interface

IF_COD_UTILITIES_ERP_CUST_BADI

Method

● TRANSFER_PRE

● TRANSFER_POST

12.9.4.1.3.5 Change Move-In

This feature allows you to update the move-in date for a contract.

Table 178: Cloud for Customer Business Add-In for Change Move-In

Enhancement

Spot

Related Busi­ ness Object

Namespace PDI BAdI Defi­ nition

TO

ES_UTILITIES

_EXT

UTILITIES_EX

TENSIBILTY http:// sap.com/xi/AP

/CRM/Global

BADI_UTIL_CO

NTRACTS_EDIT

UTILIT­

IES_CON-

TRACTS_TO

Interface Method

IF_BADI_UTIL_

CON­

TRACTS_EDIT

EXE­

CUTE_EDIT_MO

VE_IN

Table 179: ERP Business Add-In for Change Move-In

Business Add-In

COD_UTILITIES_ERP_CUST_BADI

Interface

IF_COD_UTILITIES_ERP_CUST_BADI

Method

● MOVE_IN_PRE

● MOVE_IN_POST

12.9.4.1.3.6 Change Move-Out

Use this feature to change the move out date for a contract.

Table 180: Cloud for Customer Business Add-In for Change Move-Out

Enhancement

Spot

Related Busi­ ness Object

Namespace PDI BAdI Defi­ nition

TO Interface Method

ES_UTILITIES

_EXT

UTILITIES_EX

TENSIBILTY http:// sap.com/xi/AP

/CRM/Global

BADI_UTIL_CO

NTRACTS_EDIT

UTILITIES_CO

NTRACTS_TO

IF_BADI_UTIL

_CONTRACTS_E

DIT

EXECUTE_EDIT

_MOVE_OUT

Table 181: ERP Business Add-In for Change Move-Out

Business Add-In

COD_UTILITIES_ERP_CUST_BADI

Interface

IF_COD_UTILITIES_ERP_CUST_BADI

Method

● MOVE_OUT_PRE

● MOVE_OUT_POST

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12.9.4.1.3.7 Cancel Move-In Or Move-Out

Use this feature to cancel the move in or move-out for the selected contract.

Table 182: Cloud for Customer Business Add-In to Cancel Move-In or Move-Out

Enhancement

Spot

Related Busi­ ness Object

Namespace PDI BAdI Defi­ nition

TO

ES_UTILITIES

_EXT

UTILITIES_EX

TENSIBILTY http:// sap.com/xi/AP

/CRM/Global

BADI_UTIL_CO

NTRACTS_CANC

EL

UTILIT­

IES_CON-

TRACTS_TO

Interface

IF_BADI_UTIL_

CAN­

CEL_MVI_MVO

Method

EXECUTE_CAN­

CEL_MVI_MVO

Table 183: ERP Business Add-In to Cancel Move-In or Move-Out

Business Add-In

COD_UTILITIES_ERP_CUST_BADI

Interface

IF_COD_UTILITIES_ERP_CUST_BADI

Method

● CANCEL_MVIMVO_PRE

● CANCEL_MVIMVO_POST

12.9.4.1.3.8 Meter Reading Create and Edit

This feature allows you to create a new meter reading or modify an existing meter reading.

Table 184: Cloud for Customer Business Add-In for Meter Reading Create and Edit

Enhancement

Spot

Related Busi­ ness Object

Namespace PDI BAdI Defi­ nition

TO Interface Method

ES_UTILITIES

_EXT

UTILITIES_EX

TENSIBILTY http:// sap.com/xi/AP

/CRM/Global

BADI_UTIL_CO

NTRACTS_MR

UTILITIES_CO

NTRACTS_TO

IF_BADI_UTIL

_MR_CREATE_E

DIT

EXECUTE_CRE­

ATE_EDIT_MR

Table 185: ERP Business Add-In for Meter Reading Create and Edit

Business Add-In

COD_UTILITIES_ERP_CUST_BADI

Interface

IF_COD_UTILITIES_ERP_CUST_BADI

Method

● METER_READ_CREATE_PRE

● METER_READ_CREATE_POST

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12.9.4.2 UI Extensions For Utilities Online Transactions

In this topic, you will find step-by-step guide to creating project specific extensions for screens where online transactions are involved. For this reason, the Utilities Call Center uses the PDI tool for creating UI extensions and does not support UI extensions using KUT (the standard framework for UI extensions in Cloud for Customer).

Prerequisites

● Use the latest PDI tool whose version corresponds to the release version of Cloud for Customer.

● Service Agent to login to the PDI tool.

12.9.4.2.1 Step 1 - Create a PDI Solution

Create a new PDI solution, maintain the mandatory fields and save the new solution.

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For the new solution, select solution type as

Customer Specific Solution

as shown in the graphic below:

12.9.4.2.2 Step 2 - Add Item under Solution Explorer

Add a new item under the

Solution Explorer

.

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12.9.4.2.3 Step 3 - Specify Name of Extension Object in

Business Object Extension

Under

Installed Templates SAP Extension Business Object Extension

, specify the name of the extension object.

You have now added the extension object into your solution (as seen in the graphic below)

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12.9.4.2.4 Step 4 - Add Extension Fields to the Newly Added

Extension Business Object

In the previous step (step 3), you have added the extension business object into your solution. This will now appear under the solution explorer with .xbo extension. Double click on this file extension to open the editor where you can add the new extension fields under the desired node.

In the screenshot below, you will see the example for a contract node added with an extension field and another extension field is added in the

Meter Reading

sub-node within the contract node. Note that since the contract node is associated with move in /move out/ transfer, the extension field added here can be reused in the contract table/move in screen/move out screen etc. This will complete the addition of extension field in the Cloud for

Customer backend system.

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12.9.4.2.5 Step 5 - Add Same Extension Fields to UI Screens

In the previous step (step 4), you have added extension fields to the extension business object in the backend system. In this step, you will need to add the same extension fields to UI screens.

To add the extension fields to UI screen, right click on the

.xbo

file extension and choose

Enhance Screen

(see screenshot below) .

This (Enhance Screen option) will show the list of floor plans where you can add the new extension field. You can select the appropriate floor plan where you need to define extension fields.

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12.9.4.2.6 Step 6 - Select Section Group in UI Screen Where

You Want to Add Extension Fields

In the step 5, you opened the floor plans for the UI screens where you need to add the extension fields. This opens up the UI designer.

In the UI desginer,

1. Select the section group/anchor where you want to add the new extension field

2. Click on

Extensibility Explorer Tab Add Extension Field to List

.

3. Select the extension field you want to add and apply.

4. Activate the floor plan. With this you can see the new extension field added to the section group.

Open the UI screen to see the new extension field (as seen in the screenshot below).

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12.9.4.2.7 Step 7 - Create Service Interface to ERP using Web

Service

Since these UI screens involve online transactions, you need to create a service interface to ERP using web service. To do this, upload the WSDL that is imported from the ERP and create the service interface under

Solution Explorer Add Item Service Integration External Web Service Integration

.

For detailed information, see Web Services Quick Guide under http://help.sap.com/ saphelpiis_studio_1508/KTP/Products/bf889ebdf45d4dd19d4a0e0bd39a07fb/LibraryStructure/

SAP_BBD_Studio.html

12.9.4.2.8 Step 8 - Create a Communication Scenario to

Integrate Web Service with ERP System

To integrate the web service interface with ERP system, you need to create a communication scenario.

For detailed information, see the Web Services Quick Guide under http://help.sap.com/ saphelpiis_studio_1508/KTP/Products/bf889ebdf45d4dd19d4a0e0bd39a07fb/LibraryStructure/

SAP_BBD_Studio.html

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12.9.4.2.9 Step 9 - Select Valid BAdI Implementation in

Solution Explorer

As a next step, you need to select the valid business add-in implementation. You can do this under

Solution

Explorer Add Item Implementation

.

Sample BADI implementation looks like the screenshot below where we call the Service -> Get the Response ->

Map it to the extension field -> Display on the UI.

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12.9.5 Monitoring

Monitor message processing with transaction code SXMB_MONI (Message with Error)

Messages with Errors

1. Enter transaction code SXMB_MONI in PI ABAP backend system.

2. 2. Choose

Integration Engine Monitoring Monitor for Processed XML Message

3. Filter with your expected selection criteria such as Data/Time, Sender/ Receiver Component, Interface Name then click on

Execute

.

4. Select Message with Error status, choose Display button in application toolbar

5. To view a brief error message, choose

Request Message Mapping SOAP Header Error (by default)

to get brief error message. Request Message Mapping SOAP HeaderError (by default). To view detailed information, choose

Request Message Mapping SOAP Header Trace

6. Also, you can check the original message before mapping.

Mesages Not Processed

1. Enter transaction code SXMB_MONI in PI ABAP backend system.

2. Choose

Integration Engine Monitoring Monitor for Processed XML Message

3. Filter with your expected selection criteria such as Data/Time, Sender/ Receiver Component, Interface Name then click on

Execute

.

4. Select Message with status which is not Processed, use scroll bar to scroll right

5. Choose a queue name to navigate to the monitoring queue.

6. Check the queue, verify it’s status and error details and take appropriate action.

○ In case of temporary connection issue, unlock and manually activate the queue.

○ In case some queue with error data(connection data) has blocked the whole outbound queue, please verify and communicate with corresponding party to delete that entry and ask them to resend the same.

12.9.6 Troubleshooting

References for troubleshooting issues with integration setup.

For detailed information on troubleshooting in PI system, see http://wiki.scn.sap.com/wiki/display/TechTSG/

%28PI%29+7.3.1+Troubleshooting+Guide

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12.10 Professional Services Administrator Guide

Overview of the solution and setup considerations for the Professional Services industry solution.

●

Professional Services: Solution Overview [page 800]

●

Set-up Professional Services [page 801]

●

Configure Integration with ERP [page 803]

●

Configure Business Scenarios [page 812]

●

Monitoring and Troubleshooting [page 820]

12.10.1 What's New and What's Changed in November 2015

12.10.1.1 Create Contacts from Projects

Provided that your administrator has included professional services in the scope of your SAP system, you can create and add a new contact to an opportunity, based on their involvement in projects. To do so, open an opportunity and choose

Actions Add from Project

.

12.10.1.2 Opportunity Attributes Replicated to SAP CPM

Provided you have configured the replication of master projects in scoping so that data is shared between your

SAP solution and your SAP Commercial Project Management (SAP CPM) system, some of the opportunity attributes are synchronized and updated automatically in SAP CPM.

Note

This synchronization is independent from the status synchronization that must be mapped between the opportunity status and the project stage, which is set separately.

The following values are brought from SAP Cloud for Customer and updated in SAP CPM:

● Opportunity status

● Expected value

● Start date

● End date

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12.10.1.3 Dynamic List of KPIs

When you define company-specific key performance indicators (KPIs) in SAP Commercial Project Management

(SAP CPM), they are enabled and show through in SAP Cloud for Customer. The result is freedom to see and use your own KPIs in both systems.

12.10.2 About SAP Cloud for Customer for Professional

Services

12.10.2.1 Professional Services: Solution Overview

Professional Services solution overview.

Overview

The Professional Services solution offers project-based firms with a real time and holistic view of finance and project structure using the anytime and anywhere access to back-office data such as master project and other crucial metrics. This is possible using the integration setup with SAP Commercial Project Management (SAP

CPM) add-on in the ERP system.

The integrated access to create and edit master projects in the SAP CPM can also be used to view crucial calculations maintained in the master project. For example, you can use the information residing in the CPM master project for creating accurate winning bids and eventually translate them into profitable projects.

The current version of the solution offers a direct integration between the opportunity in the cloud solution with the master project in the CPM in the system. Following features are available in the current release version:

● Creating or updating an opportunity in cloud solution simultaneously creates or updates master project in the

CPM system.

● Deleting an opportunity deletes reference to the opportunity in the corresponding master project in the CPM system

● Direct access to financial plan in CPM using the URL for master project displayed in the Projects tab of an opportunity. Changes made to financial plan in CPM can be updated in cloud solution. Financial plan details in

Cloud for Customer are read-only and cannot be modified.

● Bi-directional updates possible for account number.

● Updating or deleting a primary contact in the cloud solution is also reflected in CPM. Similarly, new contacts added in CPM system or modifications to contacts in CPM will be updated in the Projects tab of opportunity.

● Status Synchronization: You can map the project stage to the opportunity status and then synchronize them. This way, account executives and others who want a bird's eye view of the project can get it right from the opportunity status, and project leads can see opportunity status changes reflected in the project stage.

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● Create Contacts from Projects: Provided that your administrator has included professional services in the scope of your SAP system, you can create and add a new contact to an opportunity, based on their involvement in projects. To do so, open an opportunity and choose ActionsAdd from Project. 4 I N

● Opportunity Attributes Replicated to SAP CPM: Provided you have configured the replication of master projects in scoping so that data is shared between your SAP solution and your SAP Commercial Project

Management (SAP CPM) system, some of the opportunity attributes are synchronized and updated automatically in SAP CPM.

● Dynamic List of KPIs: When you define company-specific key performance indicators (KPIs) in SAP

Commercial Project Management (SAP CPM), they are enabled and show through in SAP Cloud for

Customer. The result is freedom to see and use your own KPIs in both systems.

12.10.3 Set-up Professional Services

12.10.3.1 Scope Features under Business Configuration

Scope the Professional Services industry solution under

Business Configuration Scope Your Project

Industry Solution Professional Services Commercial Project Management Integration

Fine Tuning

You can configure the following values for your SAP Cloud for Customer for Professional Services solution.

Maintain Project Type

The values for project types in CPM are sent to the cloud solution in a coded form. Therefore, in the fine tuning, you need to maintain the corresponding descriptions for the codes sent from CPM. These descriptions will be displayed for the respective codes.

Maintain Project Stage

The values for project stages in CPM add-on are sent to the cloud solution in a coded form. Therefore, in the fine tuning, you need to maintain the corresponding descriptions for the codes sent from CPM. These descriptions will be displayed for the respective codes.

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Maintain Financial Status

You can add the various statuses that are configured for financial plan in CPM and that you need to support in the cloud solution. To create new statuses, click on

Add Row

and enter the name and description for the new status.

Note that the default status for a financial plan is set to

New

when a new opportunity is created.

Maintain Version Type

In this configuration, you can add version types that are configured for financial plan in CPM system and that you need to support in the cloud solution. To create new version types, click on

Add Row

and enter the name and description for the new version type.

Maintain Version Status

You can also maintain various statuses that are configured for financial plan in CPM and that you need to support in the cloud solution. To create a new version status, click on

Add Row

and enter the name and description for the new version type.

Maintain Alert Types

Maintain KPIs

Scoping Questions

Along with the scoping elements, the following scoping questions must be reviewed and selected to determine the scope of the Professional Services solution:

1. Do you want to replicate Master Projects

2. Do you want to replicate KPI data from master projects in your SAP Commercial Project Management (SAP

CPM) system into SAP Cloud for Customer?

3. Do you want SAP Cloud for Customer as the lead system, to sync opportunity status to the project stage of

SAP Commercial Project Management (SAP CPM)?

4. Do you want SAP Commercial Project Management (SAP CPM) as the lead system, to sync project stage to opportunity status of SAP Cloud for Customer?

5. Do you want to see the latest opportunity attributes from SAP Cloud for Customer in your SAP Commercial

Project Management (SAP CPM) system?

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12.10.3.1.1 Status Synchronization

You can map the project stage to the opportunity status and then synchronize them. This way, account executives and others who want a bird's eye view of the project can get it right from the opportunity status, and project leads can see opportunity status changes reflected in the project stage.

Context

Whether you monitor the status in SAP Cloud for Customer or in SAP Commercial Project Management (SAP

CPM), you'll always see the most up-to-date information.

Administrator steps:

Procedure

1. You must decide which system is the lead system, which defines the status and synchronization direction, and which one simply reflects the changes from the lead system.

You may not define both systems as lead systems. Select which system is the lead system by selecting the corresponding scoping questions under

Industry Solutions Professional Services Commercial Project

Management Integration

.

2. Map the opportunity status in SAP Cloud for Customer to the project stage in SAP CPM.

To do so, in SAP Cloud for Customer, go to fine tuning and search for "code list".

12.10.4 Configure Integration with ERP

Summary of integration requirements for Professional Services

The SAP Cloud for Customer for Professional Services integration with the SAP ERP system connects the cloud solution to the SAP Commercial Project Management (CPM) add-on. This section of the guide contains information that is specific to the Professional Services solution.

● Communication Arrangement: The standard solution delivers the communication arrangement CPM

Opportunity Project Replication to External System for the Professional Services solution.

● Business Configuration Sets: The following BC sets must be scoped for the Professional Services solution.

○ BC_A1S_CRM_PS_PROJECTSTAGE – Maintain all the project stages supported in the CPM system in this

BC set.

○ BC_A1S_CRM_PS_PROJECTTYPE – Include the set of CPM project stages in this BC set.

Note

The translation is allowed on the configured text. The

Project Stage ID

and

Description

are supported in the current release version.

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12.10.4.1 Communication from SAP Cloud for Customer

In the scenarios for opportunity create or update in the cloud solution, an outbound interface to PI system is triggered. The PI system in turn calls the proxy class in receiver SAP ERP system. The standard CPM RFCs (create

- /CPD/CREATE_MP_FP and update - /CPD/UPDATE_MP_FROM_ITEMS) within this proxy class are implemented to create or update the corresponding master project in CPM.

Response from CPM: The CPM system sends an asynchronous message to the cloud solution with details such as such as ID, GUID and URL of the master project in CPM.

12.10.4.2 Communication from SAP Commercial Project

Management (CPM)

The following process flow is triggered from CPM system when a master project is modified:

● The Business Add-In COD_PS_CPM_PROJECT_GET_BADI provided in the standard solution calls the standard

CPM RFC COD_PS_GET_PROJECT_DETAILS. The updated data in CPM is sent to the importing parameters of this function module.

Note

Relevant logic has been provided In the method GET_PROJECT_DETAILS of this RFC to map the incoming data from CPM to the outgoing data to PI system via the proxy. You can modify this logic and set the flag

SKIP_FLAG

in the BAdI to ‘X’. This will override the standard mapping and implement custom logic.

● The proxy class within this RFC - COD_PS_GET_PROJECT_DETAILS in turn passes the data to the PI system from where the updates are replicated to the cloud solution.

12.10.4.3 Configure Communication Arrangements in Cloud

Solution

Communication arrangements help you to configure the electronic data exchange between the cloud Professional

Services solution and the Commercial Project Management (CPM) system.

Prerequisites

The corresponding certificates have been installed and validated.

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Procedure

1. To set the communication arrangement, go to

Administrator General Settings Integration

Communication Arrangements

2. Click on

New

and follow the wizard to set up your communication arrangements

3. Use

Edit Advance Setting

to configure your outbound communication arrangements. After you have completed the configuration, validate the same. To validate, select

Outbound Communication

and click on

Check Connection

and look for the message “Ping successful”.

Note

Contact your system administrator for details of System Instance ID, Code List Mapping, Authentication

Method (user and password), Port, C4C Business System ID, C4C Business System Client and Communication

System Client.

Table 186: Communication Arrangements for Professional Services

Communication Scenari Path

CPM KPI Sync Service /XISOAPAdapter/MessageServlet?

channel=:<C4CsBusinessSyste­ mID>_<C4CBusinessSystem_Client>:COD_SOAP_MasterProjectKpiAlert_RequestSend&sap-client=<Com­ municationSystemClient>

Use

To replicate CPM KPI and Alert to cloud solution

CPM Opportunity Project Replication to

External System

/XISOAPAdapter/MessageServlet?

channel=:<C4CBusinessSyste­ mID>_<C4CBusinessSystem_Client>:COD_SOAP_OpportunityReplication_Send_temp&sap-client=<Commu­ nicationSystemClient>

To create/update CPM master project by creating/updating opportunity in cloud solution

Financial Plan Contact Sync Service /XISOAPAdapter/MessageServlet?

channel=:<C4CBusinessSyste­ mID>_<C4CBusinessSystem_Client>:COD_SOAP_ContactFinancial-

Plan_Send&sap-client=<Communica­ tionSystemClient>

To update Contact in cloud solution and

Financial plan via CPM master project

Project Header Sync Service /XISOAPAdapter/MessageServlet?

channel=:<C4CBusinessSyste­ mID>_<C4CBusinessSystem_Client>:COD_SOAP_OpportunityHeaderUpdate_Send&sap-client=<Communica­ tionSystemClient>

To synchronize the status and keep the status consistently between Opportunity in cloud solution and CPM Master

Project

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12.10.4.4 Configure RFC's in Commercial Project Management

You will need to configure the following Remote Function Calls (RFCs) if your Commercial Project Management

(CPM) system is a standalone system and not integrated with the ERP system. Perform the steps described below:

1. Login to your ERP system and enter transaction code SM59. (or transaction code: SM59) Tools-> ALE-> ALE

Administration-> Runtime Settings-> Maintain RFC Destinations to maintain these information

2. Go to

ALE ALE Administration Runtime Settings Maintain RFC Destinations

and maintain the following:

1. Communication Type: ABAP Connection

2. RFC destination: CPM_DEST

3. Target Host, System Number, Client Number and User&Password:: Contact your system administrator for this information

12.10.4.5 Maintain PI Configuration

12.10.4.5.1 Prerequisites

Summary of prerequisites for PI configuration.

The PI 7.11 system (ABAP+JAVA) should be ready and trust relationship should established with C4C and CPM as per Integration Guide. See the following sections in the standard integration guide for ERP using PI.

● Connection Phase: Check and Prepare PI System

● Connection Phase: Set Up Secure Connection Between ERP-PI-Cloud Systems

● Create a view in the key storage and load certificate into view

● Import the root certificate used to sign the SAP Cloud for Customers certificate

12.10.4.5.2 Prepare ESR Content for Integration

To prepare the ESR content for integration, follow these steps:

1. Download ESR Contents from https://support.sap.com/software/patches.html

, and go to

Catalog SAP

Content ESR Content (XI Content)

. Use the following content names:

1. XI CONTENT SAP BYD (Cloud for Customer Interface Definition)

2. XI CONTENT COD_ERP_INT (CPM Interface Definition)

3. XI CONTENT COD_ERP_INT_IC (Mapping, templates and Scenarios)

2. Import ESR Content with SAP PI Enterprise Services Builder via

Tools Import Design Objects

.

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12.10.4.5.3 Create Configuration Scenarios

Create configuration scenario for COD_ERP_ProfessionalServices. Follow the steps described below:

1. Open the

Integration Builder

in the PI browser page and switch to

Configuration Scenario

view.

2. From the menu, select

Object New

appears.

. A dialog box containing list of Integration Builder objects

3. On the left side of the dialog box select

Administration Configuration Scenario

.

4. Enter the Configuration Scenario as <Prefix>_COD_ERP_ProfessionalServices and select Type of ES

Repository Model as Process Integration Scenarios (Prefix e.g. C4C_ERP800_

COD_ERP_ProfessionalServices, where C4C is the Cloud Solution and ERD800 is the ERP system)

5. In the ES Repository Model Reference(s), use the input help to select the Process Integration Scenario

COD_ERP_ProfessionalServices. Make sure to select the Process Integration Scenarios from the namespace http://sap.com/xi/CODERINT/IC and the Software Component COD_ERP_INT_IC 6.00.

The namespace and the Software Component Version will be automatically populated.

6. Click on

Create

and then save the configuration scenario

12.10.4.5.4 Configure Interfaces

You need to configure the required communication channels using the standard communication channel templates provided in the standard system.

Note

You need to add a <Prefix_> in front of the proposed communication channel name while creating communication channels using communication channel templates. If you are using an existing communication channel, you can simply select the same from input help on the field.

Table 187: Cloud for Customer Services and Communication Channel Templates for Professional Services

Cloud Services Communication Channel Templates

Replicate CPM Opportunity Project

Updation of Master Project from External System

Finacial Plan Contact Sync Service COD_SOAP_ContactFinancialPlan_Send

Updation of Master Project Financial Plan from External Sys­ tem

COD_SOAP_FinancialPlanReplicate_Receive

Project Header Sync Service

Get KPI Service

Create Master Project Alert and KPI from External System

COD_SOAP_OpportunityReplication_Send

COD_SOAP_MasterProjectUpdate_Receive

COD_SOAP_OpportunityHeaderUpdate_Send

COD_SOAP_MasterProjectKpiAlert_RequestSend

COD_SOAP_MasterProjectKpiAlert_ResponseReceive

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Table 188: ERP Communication Channel Templates

ERP Proxy

Receiver

Sender

Communication Channel Templates

ERP_XI_Receive

N/A, sender communication channel not required

Procedure

1. Open the Integration Builder in the PI browser page and switch to the

Configuration View

.

2. In the left pane of the Integration Builder, double click and open the configuration scenario <Prefix>_

COD_ERP_ProfessionalServices and switch to the edit mode.

Go to the

ES Repository Model

tab click on the

Model Configurator

. The Model Configurator creates the configuration objects that are required to establish the connection between the Cloud solution and SAP ERP

3. Click on

Select Component View

to list all the available component views and then apply the component view.

4. Select the swim lane

Cloud for Customer

, or select

Assign Component

.

5. In the

Business System Components for A2A

tab (in the lower part of the screen) use the input help for

Communication Component

to add the Cloud solution that you defined earlier.

6. Repeat the above step to select SAP ERP swim lane to add SAP ERP system as the Communication

Component.

7. Select

Configure Connections

and in the

Connections from Component Assignment

tab ( the lower part of the screen), highlight the

Communication Channel

field for the Sender Business System Components.

8. Select

Create Communication Channel with Template

and in the

Create Communication Channel

dialog box, select

Continue

to go to the next screen that shows the pre-populated communication channel template.

Click

Continue

to proceed to the next step.

9. The system proposes a name for the Communication Channel and shows the respective Communication

Component. Add “<Prefix>_” ahead of the proposed name. Click

Finish

.

10. The system displays a confirmation on the successful creation of the communication channel. Click

Close

to proceed further.

11. Highlight the

Communication Channel

field for the Receiver Business System Components and repeat the steps 8 to 10 to create the receiver communication channel.

12. Repeat the above steps to configure all other connections listed in the first table in the document.

13. Select

Create Configuration Objects

. In the dialog box that appears, select the

Generation

radio button and then de-select the

Activate Changes

checkbox.

14. Select

Star

t, close the dialog box and in the

Model Configurator

, select

Apply

. In the configuration scenario screen, select

Objects

tab to view the list of objects that are generated.

15. Save the configuration scenario.

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12.10.4.5.5 Configure Receiver Communication Channels

Detailed information on configuring the receiver communication channels.

Table 189: Cloud for Customer Receiver Communication Channels that need to be Adapted

Cloud for Customer Services Receiver Communication Channels

Updation of Master Project from External System <Prefix>_COD_SOAP_MasterProjectUpdate_Receive

Updation of Master Project Financial Plan from External Sys­ tem

<Prefix>_COD_SOAP_FinancialPlanReplicate_Receive

Create Master Project Alert and KPI from External System <Prefix>_COD_SOAP_MasterProjectKpiAlert_ResponseRe­ ceive

Table 190: ERP Receiver Communication Channel to be Adapted

ERP Proxy Receiver Communication Channel

Receiver <Prefix>_ERP_XI_Receive

Procedure

1. Open the Integration Builder in the PI Browser page and switch to

Object View

in the left hand frame.

2. Go to

Communication Component without Parts Business Szstem Communication Channel

to display the list of communication channels.

3. Double click and open the receiver SOAP communication channel (normally receiver communication channel ends with suffix _Receive) one after the other to maintain the

Target URL

.

4. In the

Display Communication Channel

screen, switch to

Edit

mode.

For SOAP adapter the Target URL will be pre-populated, the host and port must be adjusted according to your cloud solution.

5. Select

Configure User Authentication

to configure users or click on

Configure Certificate Authentication

to proceed.

6. Configure the Proxy. Note that it is selected by default and you can choose to configure based on the network environment.

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12.10.4.5.6 Maintain PI Value Mapping

You need to maintain the required PI value mapping. See the steps described below.

Procedure

1. Open the Integration Builder in the PI browser page and go to

Tools Value Mapping

2. Enter the Source Agency, Source Schema, Target Agency and Target Schema as per the table below for C4C

Receiver.

3. Click on

Display

to open the Value Mapping maintenance screen and switch to Edit mode to maintain the value mapping. For information on the values that needs to be mapped between the systems, see PI Value

Mapping in the integration guide.

4. 6. Save the value mapping and repeat the value mapping for all the Agency and Schemas given in the table below for ERP Sender.

Table 191: Agency and Schemas for ERP Sender

Agencz Scheme Value Group Name

SenderBusinessSystem SenderID <Sender Business System>

SenderID <Sender Logical System>

<Receiver Logical System>

<Receiver Logical System> ReceiverBusinessSystem

SenderID <Sender Logical

System> Note

Note

If the Business System and the Logical System are the same, you will still need to maintain the value mapping as the following ERPCOD message mappings will use this mapping::

1. ERP_COD_MasterProjectCreationResponse

2. ERP_COD_MasterProjectUpdate

3. ERP_COD_FinancialPlanReplicate

4. ERP_COD_MasterProjectKpiAlertResponse

12.10.4.5.7 Adapt Interface Determination

The outbound interface in Cloud for Customer is resued to create and update Master Project in CPM system.

However, to take care of the payload in the cloud solution. PI uses an indicator to recognize the message and distribute it for creating and updating the interface accordingly. So additional Interface Determination needs to be maintained for the PI sender interface OpportunityReplicationOut.

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Procedure

● Expand

Interface Determination

, select

C4C Business Systems OpportunityReplicationOut ERP

Business System

and open the same.

● Under

Receiver Interface

s, choose value help for

Condition

. The

Condition Editor

dialog box opens, choose value help for

Left Operand

.

● In the

Expression Editor

dialog box, select Xpath and expand the message to select / p1:CPMOpportunityProjectMassReplicateRequest/CPMOpportunityProjectReplicateRequest/

CPMOpportunityProject/ProjectID and choose OK

● Leave the operator as “=”, input ‘’ in right operand, and click

OK

. Select Operation Mapping

COD_ERP_OpportunityReplication

● Insert a new line and repeat the above steps in the Condition Editor and choose

Right Operand

and change the operator to “≠”,input ‘’.

● Choose

OK

and then select

Operation Mapping

COD_ERP_OpportunityUpdateReplication and then save.

12.10.4.5.8 Activate Changes in Change List

In the

Integration Builder

, go to the tab for

Change Lists

, select the valid change lists and then choose

Activate

.

Note

In case of multi-integration in single PI, please adjust routing conditions accordingly.

12.10.5 (Optional) Implement Interfaces to Connect to

External Systems

If your Commercial Project Management solution rests in an external system and not in the SAP ERP system, you need to implement the following interfaces to connect to the external system. For detailed information, see the documentation in the transaction code MDRS in the Cloud for Customer backend system.

List of Interfaces for External Systems:

● II_MP_KPI_ALERT_REQUEST

● II_MP_KPI_ALERT_REQUEST

● II_MANAGE_OPP_MASS_PROJECT_IN

● CO_CPM_OPP_PROJECT_RELIC_OUT

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12.10.6 Configure Business Scenarios

Following is a list of business scenarios for Professional Services. The individual topics for these scenarios cover the detailed configuration required to use these scenarios.

●

Generate Master Project in CPM using Opportunity in Cloud Solution [page 812]

●

View CPM Project Financial Plans and Contacts in Opportunity [page 813]

●

Configure Project Alert Notification in Cloud Solution [page 813]

●

Replicate KPIs from CPM to Cloud Solution [page 815]

●

Synchronize Status between Cloud Solution and CPM [page 816]

●

Access Past Engaged Project Contacts in Opportunity in Cloud Solution [page 818]

●

View the Opportunity attributes in CPM Master Project [page 818]

12.10.6.1 Generate Master Project in CPM using Opportunity in

Cloud Solution

This topic covers the basic configuration to enable generating a master project in Commercial Project

Management (CPM) using opportunity in the cloud solution.

Prerequisites

● The add on for Professional Services is activated in Cloud for Customer and it allows the opportunity to trigger the CPM system to generate and update master projects.

● The required customer accounts have been created in both the cloud solution and the CPM system.

● Fine tuning configuration has been maintained for

Project Stage

,

Project Type

,

Financial Status

,

Version Type

and

Version Status

.

Configuration

In the cloud solution, define the customer account mapping between the cloud solution and the CPM system under

Administrator ID Mapping for Integration

.

Table 192: ID Mapping for Customer Accounts

Mapping Value Business Partners

ID

System Instance ID

Customer Account ID in Cloud for Customer

Partner Communication system or contact your system ad­ ministrator

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Mapping Value

External ID

Business Partners

The customer account ID in your partner communication sys­ tem.

12.10.6.2 View CPM Project Financial Plans and Contacts in

Opportunity

To synchronize the created and updated project financial plans & contacts in CPM system with opportunity’s project in your cloud solution, you need to have configured the required communication scenario - Financial

Plan Contact Sync Service. For detailed information, see

12.10.6.3 Configure Project Alert Notification in Cloud

Solution

Alerts and KPIs are set up in CPM system and synchronized to projects in cloud solution. Alerts and KPI's can be used to analyze the profitability of accounts. The KPIs would help them to plan strategies for maximizing revenues in each account and find out if there are any issues that need to be resolved.

Project alert is displayed in the notifications in the cloud system when alert attributes meet the conditions defined in workflow rule. Project KPI is displayed in the

Project

tab screen in opportunity UI. Configure the following for using project alerts and project KPIs.

Enable KPI and Alert Notification

In the scoping questions for Commercial Project Management Integration (

Business Configuration Edit

Project Scope Questions

) , select the checkbox for the question

Do you want to replicate KPI data from master projects in your SAP Commercial Project Management (SAP CPM) system into SAP Cloud for Customer?

and save your changes.

Setup Workflow Rules

1. In the

Business Configuration Workflow Rules

, click on

New

to create a new workflow rule.

2. Maintain a description, select business object

Project Alert

and specify the timing On Every Save

3. Define conditions. Within group add AND conditions, and add a new group to define OR conditions.

4. Define the expiry period for notification conditions under which the notification will be canceled.

5. Define subject of the notification and placeholder.

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6. Assign recipient determination rule and save the workflow rule.

Maintain Description of Alerts

Under

Business Configuration Overview Open Activity List CPM Integration

, define the required alert types, maintain their descriptions and unit type for each alert type.

Maintain Description for KPIs

Maintain descriptions for each KPI ID under

Business Configuration Overview Open Activity List CPM

Integration Maintain KPIs Description

.

Maintain CPM Alerts

1. In the CPM system, open the

Commercial Project Overview

.

2. Click

Options Alert Settings Master Project Type

3. In the

Alerts

section, select the one for

View as Active

under

Status

column.

4. At the bottom of

Alert

section, the details display the alert that you have selected and also specifies the condition for which the alerts will occur.

5. Save your entries.

Maintain CPM KPIs for Communication User

In the CPM system, go to

Commercial Project Overview

and click on

Options View Settings

KPIs

section, you can select a maximum of seven KPIs and save your entries.

. In the

Manage

Define MDRO Run

1. In the cloud solution, go to Administrator Background Jobs All Scheduled Jobs and click on

Go

.

2. Select run type

Professional Service Master Project KPIs Run

.

3. Find the schedule redefined and reschedule it if necessary.

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12.10.6.4 Replicate KPIs from CPM to Cloud Solution

You need to replicate project KPIs from CPM to be displayed in in the

Project

tab screen in opportunity screens.

Project KPI description will be displayed in the Financial Data report.

The KPIs help sales managers with right insights to plan strategies for maximizing revenues in each account and find out if there are any issues which need to be resolved. Configure the following for replicating KPIs from CPM to the cloud solution.

Enable KPIs Synchronization

In the scoping questions for Commercial Project Management Integration (

Business Configuration Edit

Project Scope Questions

) , select the checkbox for the question

Do you want to replicate KPI data from master projects in your SAP Commercial Project Management (SAP CPM) system into SAP Cloud for Customer?

and save your changes.

Maintain KPIs Description

Maintain descriptions for each KPI ID under

Business Configuration Overview Open Activity List CPM

Integration Maintain KPIs Description

.

Maintain CPM KPIs for Communications User

In the CPM system, go to

Commercial Project Overview

and click on

Options View Settings

KPIs

section, you can select a maximum of seven KPIs and save your entries.

. In the

Manage

Define MDRO Run

1. In the cloud solution, go to

Administrator Background Jobs All Scheduled Jobs

and then click on

Go

.

2. Select run type

Professional Service Master Project KPIs Run

.

3. Find the schedule redefined and reschedule it if necessary.

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12.10.6.5 Status Synchronization

You can map the project stage to the opportunity status and then synchronize them. This way, account executives and others who want a bird's eye view of the project can get it right from the opportunity status, and project leads can see opportunity status changes reflected in the project stage.

Context

Whether you monitor the status in SAP Cloud for Customer or in SAP Commercial Project Management (SAP

CPM), you'll always see the most up-to-date information.

Administrator steps:

Procedure

1. You must decide which system is the lead system, which defines the status and synchronization direction, and which one simply reflects the changes from the lead system.

You may not define both systems as lead systems. Select which system is the lead system by selecting the corresponding scoping questions under

Industry Solutions Professional Services Commercial Project

Management Integration

.

2. Map the opportunity status in SAP Cloud for Customer to the project stage in SAP CPM.

To do so, in SAP Cloud for Customer, go to fine tuning and search for "code list".

12.10.6.5.1 Synchronize Status between Cloud Solution and

CPM

Maintain the following configuration to automatically synchronize the status of opportunity in cloud solution to

CPM project status. With these settings, if the opportunity status is changed, the latest value will be auto transferred to corresponding project in CPM..

Prerequisites

Master project replication is enabled in Business Configuration scoping and the communication arrangement

between the cloud solution and CPM system are configured as described in the topic Create Configuration

Scenarios [page 807] .

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Procedure

1. Enable status synchronization between the cloud solution and the CPM system by selecting the scoping question Do you want SAP Commercial Project Management (SAP CPM) as the lead system, to sync project stage to opportunity status of SAP Cloud for Customer?

2. Configure code list mapping for opportunity status under

Business Configuration Open Activity List

Code List Mapping for Integration with External Applications and Solutions

. Click on

Maintain Code List

Mapping

and in the

Code List Mapping Definition

table, choose OpportunityStatusCode, and in

Code List

Mapping

table, maintain the Opportunity status codes and corresponding CPM project stages.

Table 193:

Column Name Configured Value

Local Code

External Code

Inbound Default

Opportunity status code ( If custom status is used, use cus­ tom status code in code list mapping)

CPM Project Stage code

If multiple local codes are mapped with one external code, the “Inbound Default” must be specified.

12.10.6.5.2 Synchronize Status between CPM and Cloud

Solution

Maintain the following configuration to automatically synchronize the CPM project status to the status of opportunity in cloud solution.

Note

This configuration cannot be enabled if you have already configured the status between the cloud solution and the CPM system.

Prerequisites

Master project replication is enabled in Business Configuration scoping and the communication arrangement between the cloud solution and CPM system are configured as described in the topic

Create Configuration

Scenarios [page 807]

.

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Procedure

1. Enable status synchronization between the cloud solution and the CPM system by selecting the scoping question Do you want SAP Commercial Project Management (SAP CPM) as the lead system, to sync project stage to opportunity status of SAP Cloud for Customer??

2. Configure code list mapping for opportunity status: in

Business Configuration Open Activity List Code

List Mapping for Integration with External Applications and Solutions

. Click on

Maintain Code List Mapping

and in the

Code List Mapping Definition

table, choose OpportunityStatusCode, and in

Code List Mapping

table, maintain the Opportunity status codes and corresponding CPM project stages.

Table 194:

Column Name Configured Value

Local Code

External Code

Inbound Default

Opportunity status code (if you have used custom status, use the custom status code in the code list mapping).

CPM Project Stage code

If multiple local code mapped with one external code, the

“Inbound Default” must be specified. The CPM project sta­ tus will be mapped to this inbound default local code.

12.10.6.6 Access Past Engaged Project Contacts in

Opportunity in Cloud Solution

To access past engaged project contacts in the cloud solution, go to

Opportunity Contact Click on List

Button Click Add from Project

. The past engaged contact records will be listed here.

Note

All the required configuration for the solution has already been maintained.

12.10.6.7 View the Opportunity attributes in CPM Master

Project

You can view the attributes in CPM system without navigating back to the cloud solution. The attributes includes

Opportunity Status, Opportunity Value and Opportunity start/end date.

To enable this feature, scope the question

Sync Opportunity Attribute

under

Business Configuration Edit

Project Scope Questions Professional Services Commercial Project Management Integration

.

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12.10.6.8 Data Analysis and Reporting

Overview of reporting tools for Professional Services

You can access the reports from

Analysis Reports

. Use

Search this View

to search the text or by the key words for the reports. The two reports for Professional Services will be displayed in the list. When you select the report, it is opened in a new window. Enter the required selection criteria and execute.. All of the key figures and characteristics data will be listed on the screen.

Note

You can also redefine these reports using the two data sources for the respective reports in

Business Analytics

work center. (CODPS_OPP_PRJ_CUST and CODPS_OPP_PRJ_CUST_KPI).

Prerequisites

1. The Professional Services industry solution has been scoped and the user has access to the

Analysis

work center.

2. Additionally, the business configuration fine tuning for maintaining KPI descriptions is available in the

Analysis

work center.

3. The business configuration fine tuning for KPI description maintenance has been defined. The user must also have authorizations to the

Business Analytics

work center if they need to redefine the report by customization.

Revenue Comparison by Project

Account Managers would like to analyze the profitability of their accounts and would like to be aware of key revenue related metrics and drill down to details until the engagement/project level. These insights helps them to plan strategies for maximizing revenues in each account and determine if there are any issues that need to be resolved.

Financial Data

The sales manager can have a snapshot of the current projects with the client before going into a meeting with them to ensure they have the right insights to address the appropriate topics with them.

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12.10.7 Monitoring and Troubleshooting

The following topics provide troubleshooting information for integration scenarios for Professional Services.

12.10.7.1 PI Integration - Monitoring and Troubleshooting

Following recommendations will help you to troubleshoot issues that you may face while configuring integration in

PI system.

It is recommended that you use SXMB_MONI (Integration Engine: Monitoring) to troubleshoot messages with issues.

Note

If no messages are received or sent from PI system and you are facing issues in using the configuration in the cloud solution or on CPM, you can use transaction code SXMB_IFR to troubleshoot such issues.

12.10.7.1.1 Monitoring Messages with Errors

Use transaction code SXMB_MONI to monitor and troubleshoot messages with errors in the PI ABAP backend system. Follow the steps as described below:

1. Choose

Integration Engine Monitoring Monitor for Processed XML Message

2. Apply filter using selection criteria such as Date and Time, Sender and Receiver Component, Interface Name

3. Click on

Execute

.

4. Select the status

Message with Error

and then choose

Display

in the application tool-bar.

5. To see brief information on the error, choose

Request Message Mapping SOAP Header Errpr (by default)

. If you need to see detailed error description, choose

Request Message Mapping SOAP Header

Trace

..

Note

You can also check the original message before mapping.

12.10.7.1.2 Monitoring Messages That Are Not Processed

Use the transaction code SXMB_MONI in PI ABAP backend system to troubleshoot messages that are not processed or displayed in the PI system. Follow the steps described below:

1. Choose Integration EngineMonitoringMonitor for Processed XML Message

2. Apply filter using selection criteria such as Date and Time, Sender and Receiver Component, Interface Name

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3. Click on

Execute

4. Select message with status Not Processed.

5. Use scroll bar to scroll to the right and choose a

Queue Name

. You will be navigated to

Queue Monitoring

6. In the queue, verify the status and error details and take appropriate action.

○ For temporary connection issue, unlock and activate the Queue manually.

○ For error data (connection data) that blocks the whole outbound queue, verify and talk to the corresponding party, delete the entry with the errors and request the other party to resend the queue.

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Gender-Neutral Language

As far as possible, SAP documentation is gender neutral. Depending on the context, the reader is addressed directly with "you", or a gender-neutral noun (such as "sales person" or "working days") is used. If when referring to members of both sexes, however, the third-person singular cannot be avoided or a gender-neutral noun does not exist, SAP reserves the right to use the masculine form of the noun and pronoun. This is to ensure that the documentation remains comprehensible.

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No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company. The information contained herein may be changed without prior notice.

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