You are working on the interaction functionality of the service ticket.

In the interaction section you want to view the sent & received E-mails for the ticket, however the E-mails are not showing up.

Possible Cause:

If no E-mail appear in the Interaction section the problem could be following:

- E-mail channel has not been configured.

- Allowed MIME Types for Document Upload has not been configured in the Business Configuration.

- If you are replying using Outlook, the Outlook plugin is not running and the Service options are not enabled within it.

- All other outlook configurations are not enabled.

- The interaction section has not been refreshed.

Troubleshooting:

- Check if E-mail channel has already been configured.

Read below sections in Admin Guide for E-mail channel configuration:

• Configuring E-mail Channels.

You can download the admin guide from below link:

SAP Hybris Cloud for Customer – SAP Help Portal Page

- Check if MIME type code for E-mail is already configured:

1. Go to the Business Configuration Work center.
2. Go to the Implementation Projects view.
3. Select the project and choose Edit Activity List.
4. Under Fine-tune, look for the activity Allowed MIME Types for Document Upload.
5. Search for the MIME Type Code 10024, with MIME type E-MAIL.
6. Select the check box for Compressed and Save.

** Make sure that this activity is added to your project.

- Complete the Outlook Configuration.

Read below sections in Admin Guide for Outlook Configuration:

• Configuring Microsoft Outlook as Communication Channel.
• Enabling Microsoft Outlook for Service Users.

You can download the admin guide from below link:

SAP Hybris Cloud for Customer – SAP Help Portal Page

- Make sure to use to Refresh action to update the interaction section (You can find Refresh button at the bottom of the ticket).

The last E-mail received would appear after performing refresh action.

- If you are sure that all the above configurations are correct, check the synchronization logs of the outlook plugin.

If everything looks good on the plugin side, check if the Email activities are created.  If the E-mail activities are created but you don't see them in the Ticket, open an incident for SAP Support.

In customer service every second matters.  Angry customers don't like to wait, and agents must to be able to address their questions promptly.  In order to deliver great customer service, agents should be supported by a well tuned system, optimized to provide the best experience with minimal response times.

There are several ways in which a skilled administrator can optimize the performance of SAP Hybris Cloud for Service.  The objectives of this post are to share these best practices, illustrate the compromises that some of them entail, and eventually allow you to shave precious seconds from the response time of your tenant.

This is Part 1 of this blog post.  Part 2 will be available in about a week.  For a complete overview of Cloud for Customer performance best practices, you can start here: SAP Hybris Cloud for Customer: Performance Landing Page.

Ticket UI

Customer Service agents are constantly working on a ticket after the other.  The time it takes for the ticket UI to open, and the time it takes to save a ticket after a change, are usually the two most important factors in determining the performance experienced by agents.  We will review several ways to optimize the Save step in Part 2.  In this section, let's review a few ways in which you can optimize the time to Open.

• Hide all facets that are not needed by your agents.
  • Cleaner UIs load faster and provide a better user experience, and even secondary facets can have an impact on the load time of the UI.
  • For example: if your agents will never need to review the Involved Parties, or the change history (Changes), or the Document Flow, hide those facets.  Same for Feed, Attachments, Activities, etc.
  • Review each facet and consider hiding it if it's not required.

• In the Header and Overview facet, hide all fields that are not required by the agents.  Hide entire sections, if possible.
  • Each field in the Overview has to be loaded and rendered every time the UI is opened, even if it's empty.
  • Remember: cleaner UIs load faster and provide a better user experience.  Your agents will appreciate the spring cleaning!
  • For example: if having access to Similar Tickets is not useful in your scenarios, hide that section.  If you don't use all the timepoints exposed in the Timeline section, hide them.  If you only need one field from the Additional Information section, move it to the header and hide the section.
  • Review each of the fields exposed in the Header and Overview, and remove everything that is not strictly needed.
  • Of course this best practice does not apply only to the Ticket Header and Overview: any facet, and any UI in general, should be subject to the same kind of scrutiny.

• Consider whether to show the ticket Interactions in the Overview or in a separate facet.
  • The Interaction section is usually the heaviest component of the ticket UI, as it is designed to handle complex cross-channel threading logic.  However, in many scenarios the agents only need the ticket description, for example when all tickets are created manually.
  • If your agents don't need the Interactions, or don't need them for most of the tickets, hide the section from the Overview and replace it with two other components: the Description section in the Overview, and the Interactions facet.
  • The Description section shows... the ticket description, and it is very efficient because it does not need to access any other object.
  • The Interaction facet is functionally identical to the section in the Overview, but will only load the complex list when the facet is opened.

• What if a certain field (or facet) is required by just a subset of users?  Consider using page layouts to optimize the UI of each user group.
  • Page Layouts can easily be assigned by Business Role, which you should already have configured in your tenant.
  • For example, you could define a "minimal" page layout for your service agents, and a more complex one for your managers.
  • Another option is to move all the "extra" fields to a separate facet, so that they have minimal impact on the users who don't need them.

Live Activity

The Live Activity side pane is the entry point for all phone support flows.  A little-known feature can help streamline your process, reducing end-to-end times.

• If your agents always need to edit phone tickets after creating them, enable the "New Ticket" button which goes directly to the full Ticket UI.
  • Here is the little-known fact:  Live Activity actually provides two "New Ticket" buttons.  The default one behaves exactly as the normal ticket Quick Create in the left toolbar:  it opens a pop-over where the user can input the basic ticket information, and then provides the options to "Save" the ticket or "Save and Open" it in the Ticket UI.
  • The second "New Ticket" button skips the pop-over, and immediately opens the new ticket in the Ticket UI (similarly to what happens after a "Save and Open").  The agent can then edit the basic information (service categories, notes, etc.) but also access more complex features such as the Involved Parties or the Service and Repair facet.
  • If your agents consistently need to open the Ticket UI while on the phone, the second "New Ticket" option can optimize their flow by saving them at least one click.  You can enable it by adapting Live Activity in Silverlight.
  • In some scenarios it may even make sense to expose both "New Ticket" options.  In that case, keep in mind that you should rename one of the two buttons (via Language Adaptation), and you should also remove one of the other buttons, as Live Activity can only accommodate three buttons in total.

An optimal Ticket UI is a basic requirement towards achieving good performance.  In Part 2 we will review additional ways to minimize the waste of resources, selecting the right Scoping questions, configuring Workflow correctly, and keeping in mind a few other very important factors.

Have you found other interesting ways to improve performance?  Don't forget to share them in the comments!

All the best,

Gab

SAP Hybris Cloud for Customer provides a Key User Tool to quickly create custom objects for your specific business processes without writing code in PDI solution. You can also create relationship to other standard and non-standard business objects. Before you use the key user functionality, there are some key points you need to keep in mind.

1. New Custom Business Object option is enabled for a tenant and customer ID combination. This means on a system if you have multiple tenants and they are mapped to same customer ID, then custom object can be created only on one tenant in that system.

An administrator can check the list of tenants assigned to your customer ID under Service Control Center --> Systems Work center.

2. Customer Object Builder can only be created/published in English Language.

3. Keep the name of custom business object with a specific limit of  upto 20 characters. This is because if a web service is generated , the message types that will be generated will include the BO name and generated names. When the appended name becomes longer than 120 characters, errors occur and BO is not published.

We are very excited to announce the new SAP Hybris Sales Enablement eLearnings for partners.

The program is called “SAP Hybris Sales Product Overview” and is available to all SAP PartnerEdge partners via SAP Learning Hub. There are numerous self-led learning modules on different SAP Hybris solutions and industries.

The program provides information about the market trends, business needs, value proposition, solution portfolio, and resources. This curriculum is designed to support partners to strengthen their SAP Hybris product knowledge and win new business.

You can access the complete program on SAP Learning Hub via THIS LINK.

Partners are eligible for PartnerEdge Value Points on completion of the whole course based on their region and partnership level.

We will continue adding new modules to this program and other hybris learning maps as well.

Access the latest hybris learning maps on the  Customer Engagement and Commerce Learning Room for partner collaboration.

Having worked with SAP Hybris Cloud for Customer (C4C) since its first release in February of 2013, I have seen over the years a number of sales implementation where customers’ requirements vary relating to how they forecast their pipeline. Depending on what type of customer and industry, the forecasting process could something different and how they execute their forecasting process In other words, a customer could call their forecasting process in which opportunities are submitted and tracked to a sales or product forecast. On the other hand, another customer may refer to forecasting as an activity that needs to be managed after the sale, or when an opportunity has been Won.

In either case, we are dealing with semantics of what a process is called. The intent of this blog is to inform you of C4C capabilities that can help in meeting your business requirements. on the other hand looks at process a post-sale activity in terms of revenue scheduling. In order to frame up the business process and C4C capabilities, I will structure the forecasting process into two distinct areas: Pre-Sales Forecasting & Sales Planning and Post Sales Revenue Scheduling.

Presales (Sales Planning & Forecasting)

Selling organizations seek to improve their sales performance in a number of ways.  First, organizations may already have account or product planning process in which they set quarterly or annual sales targets, known in some worlds as sales budgets. Once sales targets or budgets are defined, then targets/budgets are generally frozen. In C4C, there is standard functionality that supports the sales target planning process. As a matter of process, the sales target planning in C4C follows a top down planning process where sales targets are created by sales managers high up in the sales organizations. Once targets are created, they are cascaded down to child level sales units.

The second part of the presales process is actually forecasting the opportunity during its lifecycle. The sales units and reps will submit their forecast for approval for their managers .This process involves a sales rep committing their opportunities to forecast in which he or she thinks the opportunity will close. This is process is bottoms up approach in which sales rep owing opportunities can create a forecast, or multiple versions. Currently this is just supported for the organizational hierarchy. A forecast will consist of all the reps opportunities where they have chosen to publish or commit this opportunity to their forecast. Once forecasts are created, sales rep can sync their opportunities, in the case where the expected values have changed, add, or delete from a version of their forecast.

Also, keep in mind that both the sales targeting and forecasting during the opportunity lifecycle are excel based. The standard measure for sales performance in this process is measure the variance b/n what sales reps forecasts and their actual closed opportunities. Combining this process with sales target planning, the business will have better insight into how their forecasted opportunity fall in line with sales targets, as well as actual wins.

There is a great deal analytical insight readily available to users,  such as home screen score card tiles, interactive dashboards, and standard reports.(If new to C4C analytics, See Pooja's article). Some examples of the key reports that should be utilized are the following:

• Sales Target Vs. Pipeline: simple report of 3 Key Measures that include Target, Expected Revenue, and Weighted Revenue
• Forecast Report: Includes Forecast revenue from Published Opportunities, Target Revenue, Won, Revenue, and Relevant Pipeline minus Forecast.

Post-Sales (Revenue Scheduling)

In most cases, when an opportunity is won, then the C4C opportunity business document provides a create mechanism to support forecasts in a different way. In C4C, standard revenue scheduling capabilities provide a streamlined process for organizations seeking to track existing business and determine magnitude of demand for products and services.  For example, a deal is won, sales leaders seek greater insight as to when their products and services would be consumed.  This helps in circumstances when not all business is going to shipped and billed on an opportunity close date. Therefore, if a company has the requirement for revenue scheduling then the Revenue Start Dates and Revenue End Dates in C4C opportunity will need to utilize as part of this forecasting process. This will serve the sales performance processes by helping sales leader’s predictability meet their monthly, quarterly, or yearly sales budgets. Alternatively, this process will aid in any integrated business planning that will need forward looking demand to include in the company’s product planning process.

If considering the use of revenue scheduling, there is flexibility in using revenue scheduling. It can be done at the header or on the line item level. In both cases, a user will have to support keying in the either monthly, quarterly, or yearly forecasts dollars into the revenue schedule.

For clients that use this type of forecasting, then additional efforts should be accounted in developing the necessary analytics. Unlike the presales forecasting process, there are not out of the box home screen scorecards, interactive dashboards, or standard reports. A business analyst will need to create the necessary key figures that meet their requirements, build the reports, create the scorecard tiles, and then configure an interactive dashboard. In order to do this the analyst will need to either use, combine, or join the below data sources for the revenue scheduling.

Finally, many companies are using a combination of these capabilities to improve their sales performance. It can also help your company, just by understanding which capabilities your companies desires and which C4C functions and their what they are called will help start your journey.

If you have any questions, please feel free to reach out.

Brian Kilroy

SAP Digital Business Services.

Customer LoB.

brian.kilroy@sap.com

Environment

You are working as administrator in SAP Hybris Cloud for Customer where you are facing issues in

workflow rules configuration.

Goal

The goal of this document is to answer the following questions:

1. What are workflow rules & how they can be created?
2. How to configure workflow rules to update business fields or trigger business action?
3. How to configure workflow to send email notifications and create tasks?
4. How to create scheduled tasks/jobs & how to implement custom business logic?
5. How the manager can be notified using workflow if a ticket is assigned only to an Org Unit via Organizational Work Distribution?
6. You are unable to attach html template to workflow.
7. You are not able to define Street of the Account Address in workflow placeholder.
8. Workflow is not triggering any e-mail even though all data are already maintained.
9. You want to create a workflow rule using which a notification can be sent to the processor who has changed the lead.
10. How to trigger workflow rules in relative time, so that a warning of an impending SLA breach can be notified?
    
11. How to send Satisfaction Survey using workflow?
12. Which language workflow considers - Recipients or Sender?
13. You are unable to attach HTML template while creating Workflow Rules.
    
14. You want to change the Standard Notification text.
15. The workflow rule has been created & activated, but the e-mail is not getting triggered.
16. Workflow Rules of type Notification does not display the custom party roles under Recipient Determination. However, custom party roles are visible for Email rule type.

Resolution

1. What are workflow rules & how they can be created?

- SAP Cloud for Customer - Workflow Rules

2. How to configure workflow rules to update business fields or trigger business action?

- Guide: How to configure workflow rules to update business fields or trigger business action

3. How to configure workflow to send email notifications and create tasks?

- Guide: How to configure workflow to send email notifications and create tasks

4. How to create scheduled tasks/jobs & how to implement custom business logic?

- How to orchestrate custom business logic and wo... | SCN

5. How the manager can be notified using workflow if a ticket is assigned only to an Org Unit via Organizational Work Distribution?

- SLA alert when overdue

6. You are unable to attach html template to workflow.

- Unable to attach html template to workflow | SCN

7. You are not able to define Street of the Account Address in workflow placeholder.

- Workflow Rule-Define Actions | SCN

8. Workflow is not triggering any e-mail even though all data are already maintained.

- Workflow Rule - Email | SCN

9. You want to create a workflow rule using which a notification can be sent to the processor who has changed the lead:

This is not possible using standard workflow rule.

- http://scn.sap.com/thread/3893089

10. How to trigger workflow rules in relative time, so that a warning of an impending SLA breach can be notified?

- Triggering workflow rules in relative time; Warning of an impending SLA breach

11. How to send Satisfaction Survey using workflow?

- http://scn.sap.com/thread/3887202

12. Which language workflow considers - Recipients or Sender?

- The language is determined based on the logged on language of the user who is actually triggering the notification and it is not based on the recipients language, this is the current behavior.

13. You are unable to attach HTML template while creating Workflow Rules.

- The reason for this behavior is that the user has not enabled HTML document upload from the Business Configuration Screen.

- Steps: Business Configuration work center -> Overview view -> Find Allowed MIME Types for Document Upload Activity -> Open the activity -> search for MIME Type Code 10082 -> Select the Line and Check the Allowed Box.

14. You want to change the Standard Notification text.

- Currently with the Notification feature with Workflow, there is no way you would be able to change the standard description. You would have to use the Email feature, where you could use a template.

15. The workflow rule has been created & activated, but the e-mail is not getting triggered.

- Check if you have maintained the Sender e-mail address in the workflow.

If no, Maintain sender e-mail ID in the "Sender" field of the "Define Actions" step of the workflow.
The Sender email ID should be like DoNotReply@myXXX.mail.crm.ondemand.com (which is maintained as Default Sender Address in the Email and Fax Settings activity of Business Configuration).

16. Workflow Rules of type Notification does not display the custom party roles under Recipient Determination. However, custom party roles are visible for Email rule type.

- This is the current expected behavior. For Notification rule type only employee role types can be considered, since tasks can be created only for employees. Therefore all custom party roles will not be available for determination of recipients. However, currently you can find only standard delivered party roles of type employees. In upcoming releases, we can expect custom party roles of type employees to be also available for recipient determination.

Quite often we are seeing many issues related to Pricing with external system and configurations on the same , considering all these , this blog is prepared using help content available.

This Document focuses on the pricing integration available, how to configure and special considerations for usage.

Comparison of C4C and ERP Pricing

SAP ERP is based on condition technique, analyzing the pricing procedure with condition types and access sequence to determine the type of pricing to be used.

In general terms, conditions represent a set of circumstances that apply when a price is calculated.

For example, a particular customer orders a certain quantity of a particular product on a certain day. The variable factors here - the customer, the product, the order quantity, the date - determine the final price the customer gets. The information about each of these factors can be stored in the system as master data. This master data is stored in the form of condition records. Condition records allow you to store and retrieve pricing data in the system. All the pricing elements of your daily business - the prices, discounts, and surcharges for freight and taxes - that you want to use for automatic pricing must be stored in the system as condition records. You can define as many condition records as you want for the different pricing elements for any validity period.

Price Conditions Example:

10 Laptops ($1000 each): 1000.00 USD

5% Discount for Orders of $5000 or more: -500.00 USD

$100 Rebate: -100.00 USD

Transportation: +25.00 USD

Total Price: 9425.00 USD

In SAP ERP terms, conditions are combined with pricing procedures and access sequence to determine the right price.

Whereas SAP Cloud for Customer starts with a base price and narrows it by additional price lists and discount types

SAP Cloud for Customer internal pricing is simplified compared to SAP ERP pricing. SAP Cloud for Customer internal pricing has the following:

• Fixed amount of price list types

• Fixed amount of discount list types

• Single pricing procedure with predefined price elements

• Limited customizing capabilities

• One pricing procedure valid for ALL document types

Pricing integration with SAP ERP or SAP CRM is used when the pricing in SAP Cloud for Customer needs to follow the same pricing rules that already exist in SAP on-premise applications.

Pricing Integration with SAP ERP

Pricing integration works with opportunities, sales quotes, sales orders, and work tickets. The pricing with sales quotes, sales orders, and work ticket is referred to as external pricing that uses the ERP condition technique. The pricing with an opportunity simulates an order and returns the net pricing. First we will look at the opportunity pricing then look at the external pricing that is use for quotes, orders, and work tickets.

Opportunity Pricing

Opportunity pricing uses a Web Service that simulates a sales order and returns the net pricing. It does not allow the C4C user to additional discounts or add additional price conditions. This is because the opportunity pricing is a general price. The opportunity is not a legal binding document and does not have the final price the customer will pay. Once an opportunity is converted to a quote, the price is not converted; this is also because the opportunity price is not a legally binding price and should not be used for the quote price.

Cloud Configuration

There is one scoping question for the Opportunity pricing with SAP ERP. Within the questions for integration with ERP, the question is

“Do you want to use your SAP ERP solution to calculate prices for opportunity items in your cloud solution?”

The communication arrangement is Opportunity with Sales Pricing in SAP ERP. Be sure to use the integration flow spreadsheet at https://service.sap.com/cloud4customer to get all the details from the communication arrangement name to the target URL’s, to the operations mappings and all other details.

ERP Configuration

From transaction code SOAMANAGER search for the object name *pricing* and you will find the Web Service. It is called SALESORDERPRICINGINFORMATIONQU. This Web Service should be configured as other Web Services. Web Service configuration is not explained in detail here since it is not unique to C4C integration.

When you configure the Web Service in SOAMANAGER the default binding name is normally ‘binding’. In the following screenshot, the name ‘pricingbinding’ was used. This is for example only to show the importance of referencing the path of the Web Service.

Be sure to use the Transport Settings to know the exact URL required to be called from HCI or PI.

In the example below, the Access URL is: /sap/bc/srt/xip/sap/salesorderpricinginformationqu/800/salesorderpricing/pricingbinding

This is what will be used in the middleware to form the URL for the pricing call to SAP ERP.

Middleware Configuration

The PI and HCI details are provided in the integration flow spreadsheet at https://service.sap.com/cloud4customer.

In the middleware configuration, you need to ensure the URL is set directly.

For example, in HCI it defaults to: https://{{Host}}:{{Port}}/sap/bc/srt/scs/sap/salesorderpricinginformationqu?sap-client={{client}}.

However, when looking at the transport settings we can see the URL we need is:

https://{{Host}}/sap/bc/srt/xip/sap/salesorderpricinginformationqu/{{client}}/salesorderpricing/pricingbinding.

Ensure the URL provided in the middleware matches what you configured in SOAMANAGER when you configured the Web Service.

Special considerations for opportunity pricing

Pricing for opportunity simulates a standard order type in ERP. The order type used for the simulation is defined in the middleware in value mapping. For example, in HCI value mapping has the following:

<group id="fb114882f5a249c584595da0ea72c210">

<entry>

<agency>ERP</agency>

<schema>ERPDocumentTypeCode</schema>

<value>TA</value>

</entry>

<entry>

<agency>COD</agency>

<schema>CODPricingRequest</schema>

<value>PricingRequest</value>

</entry>

</group>

By default, the opportunity uses the standard order type in SAP ERP. This cannot yet be overridden by code list mapping

When you do the pricing from the Opportunity, you must provide the complete sales area, so sales org, distribution channel, and division. You may need to Adapt/Personalize the Opportunity screen to see these fields

As mentioned previously, when the opportunity is converted to a quote the pricing will not copy over. This works as designed. The opportunity is not legally binding and the quote document is, so the pricing must be specific to the quote object

External Pricing for Sales Quote, Sales Order, Work Ticket

The external pricing feature for sales quote, sales order and work ticket work the same. This pricing calls the SAP ERP pricing, returning the conditions and pricing, allowing the C4C user to adjust discounts, and or remove other special pricing, and then get updated pricing again from SAP ERP. Once the pricing on the C4C quote or C4C order is finalized, this pricing is passed to SAP ERP when the ERP order is created.

If free goods, product availability, credit status, product substitutions are maintained in SAP ERP or SAP CRM, they are returned with the call. Additionally, if the material is a bill-of-material (BOM), the pricing result also returns the BOM explosion.

Cloud Configuration

Cloud configuration for external pricing includes scoping, fine tuning, and code list mapping.

Scoping

For quote pricing, you must answer the question in the Integration into Sales, Service, and Marketing Processes area.

For quotes and orders in the Sales Quotes area answer the scoping question:

“Do you want to use an external application to determine prices, free goods, product availability, and credit status for sales quotes in your cloud solution?”

For work tickets in the Service Requests area answer the question:

“Do you use an external application to determine prices for work tickets in your cloud solution? “

Fine tuning

In fine tuning you need to maintain document types, pricing procedures, condition types, and code list mapping. This is done in the fine tuning activities for Sales Quote, External Pricing, and Code List Mapping.

Fine Tuning for Sales Quotes: Within the fine tuning for quotes you add a document type. This document type is set to external pricing.

In the code list mapping, the document type is mapped to the SAP ERP sales order type that is used to simulate the order to generate the pricing.

Fine Tuning for External Pricing: In the External Pricing fine tuning activity you provide the SAP ERP pricing procedures and SAP ERP pricing conditions. The pricing procedure maintenance is required in order to maintain the schema-dependent texts for the sub-totals. The ERP condition types need to be maintained so that when you get call the pricing you can see the condition types with the correct text, as it is in SAP ERP. You also need to maintain the text subtotals. This will show up in the quote document.

The following screenshot shows a common pricing procedure in SAP ERP, RVCXUS. Notice the procedure name and steps in the procedure are provided.

The following is an example of the condition types. These must be maintained so that the correct text is displayed in the quote.

When you create the quote, you can personalize the screen to show the pricing procedure being used.

When you create the quote you can see the pricing conditions in the quote.

Communication Arrangement

The integration flow spreadsheet at https://service.sap.com/cloud4customer contains all the details from the communication arrangement name to the target URL’s, to the operations mappings and all other details. Note that there are separate communication arrangements integration flows for the quote and the work ticket pricing. This is due to the different mapping services required for different objects in SAP Cloud for Customer.

PDF Print Form

For print form SAP includes the following in the output message for the pricing details:

Item Data:

• AdjustedNetAmount

• AdjustedNetPrice

• PriceComponent from ‘ToBePrintedItemPriceComponent’

Header Data:

• NetAmount

• PricingProcedureCode

• PriceComponent from ‘ToBePrintedItemPriceComponent

To adapt the form template changes the Adobe LifeCycle Designer is required. The 'ToBePrintedPriceComponent' depends on the customizing of the OnPrem system. If condition is valid for printing the price element will be included in the output message.

ERP Configuration

In SAP ERP you need to configure the Web Service for the external pricing. It is called COD_SALESORDER_SIMULATE.

Middleware Configuration

There is no special configuration required for this scenario. The details of the iFlow and service names are found in the integration flow spreadsheet at https://service.sap.com/cloud4customer. Note that there are separate integration flows for the quote and the work ticket pricing. This is due to the mapping on the ERP side.

Example with free goods, product availability, and credit status

Free goods is shown when a pricing condition exists, for example, 0NRA in the example below, includes the free goods from the pricing

Product substitutions are shown when the material determination has been configured in SAP ERP. In the C4C pricing call shown below, product ID 10000600 was the original product. After the pricing call, product 10000592 is the substituted product.

The following screenshot shows an example of the product availability check return.

The credit limit result is shown in the header part of the quote.

In the next example first is shown a simple BOM in SAP ERP. Notice the material is called “Cloud server Medium” and it has two products in the BOM.

For that same bill of material you see the “Cloud Server Medium” product in C4C prior to pricing call:

After the pricing call we now see the two BOM products:

Special considerations

Both internal and external pricing are supported for quotes. For sales orders, only external pricing is used today. The sales order will support external and internal pricing in an upcoming release.

Once you get the price results back, the external system controls what can and cannot be changed. For example, you can increase the price but cannot change a value added tax returned. Once you change a value and calculate the price, your change remains.

The status field has the status from ERP. Yellow means inactive and red means error.

Sales Quote External Pricing for SAP CRM

CRM supports external pricing for the quote. It does not support external pricing for the order or the work ticket. For the quote it works the same as SAP ERP, so the cloud configuration previously discussed applies to SAP CRM as well. The service and middleware details are in the integration flow spreadsheet at https://service.sap.com/cloud4customer.

In SAP CRM transaction code SOAMANAGER you will see EXTERNALSALESDOCUMENTDATAQUERY.

BADIs (Business Add-In)

If you want to see the pay load of any of the pricing requests, turn on the trace in transaction code SRT_UTIL to trace the call and view the payload. If you are using SAP NetWeaver Process Integration or SAP Process Orchestration as your middleware, you can view the payload. If you are using SAP HANA Cloud Integration, you must turn on payload monitoring.

If you need to extend the pricing request, BADI’s are available in the IMG using the path Integration to Other mySAP.com Components → Integration with SAP Cloud for Customer → Application Specific Settings → Sales Processing → BADIs.

You may also refer to :SAP Cloud for Sales Pricing

Please refer the blog which explains :How-to create Z - Document Type and Status Schema in the Fine-Tune and its determination in Ticket processing ::-

1. Go to the Business Configuration work center ->Implementation Projects view.
2. Select the current project and click on Open Activity List.
3. Go to Fine-Tune and search for the activity name Tickets for Customer Support and open it.
4. Click on hyperlink Maintain Status Schema.
5. You can use the Default Status Schema "OR" you can create your own schema(Z Status Schema) .
6. Once Z-Status Schema is added ,you can "Assign Status to your Schema" (and set Sort Sequence for them).

***** Please Note :: You can create your Z-Status too using a 'Maintain Status Dictionary Entries' hyperlink

with require 'Assignment Status' .For e.g. As I had created ZX and ZV with Assignment Status as Planner Action

and Provider Action respectively.

1. Once Status Schema is maintain, close it and open another hyperlink i.e. Maintain Document Types .
2. Here you can select existing Document OR created/Add your own Z-Document Type (For e.g. I created with

       name as ZCS - Document Type_CS) AND had assign Status Schema to it i.e.ZS - Customer Support

• As you can see in the below screenshot:-

1. Go to Service work center ->Tickets view ->Create New Ticket with Document Type as Document Type_CS.
2. Maintain all the mandatory details and further Save and Open the newly created Ticket.

On Edit you can see the various status are shown in the drop-down option ,as was maintained in the Fine-Tune.

****Please Also Note(below Conditions) :When Planner Action / Provider Action related Status will not be listed

in the drop-down.

### 1 .Provider Action status not displayed if:-

• Ticket is Inconsistent

• Approval status is In Approval or Not Started or In Revision or Withdrawn.

• Ticket is Open or Completed or Closed

=>As you can see Provider Action is missing in above ticket -status drop-down ,because the status of Ticket was Open.

### 2. Planner Action status not displayed if:

• Ticket is Inconsistent.

• Ticket is Completed.

What is SAP Contact Center ?

SAP Contact Center links communications with the appropriate business context by networking with other SAP and non-SAP business solutions and collaboration tools. This helps organizations improve customer service, streamline business processes, decrease human latency and increase agility

SAP Contact Center software can help you seamlessly queue, prioritize, and route customer contacts.

This is to optimize contact center operations, provide fast access to problem solvers – and embed multi channel communications in SAP Customer Engagement and Commerce applications.

You may refer to SAP Contact Center – SAP Help Portal Page

Further to this , we focus on how we use SAP Contact Center With SAP Hybris Cloud for Customer in brief as an overview

Architecture :

Prerequisites:

1.SAP Contact Center is Integrated with Cloud for Customer.

• Go to  Administrator --> Service and Social
• Choose Live Activity Configuration in the Communications Channels section.

This link takes you to the Live Activity Configuration page.

• Select a provider

Currently the only provider with embedded CTI support is SAP Contact Center.

• Enter a unique provider ID.

This should be something meaningful to you and cannot contain spaces.

• Enter the Provider URL.

This is the URL supplied by your CTI provider for you to access the communication system.

• Choose Save and Close when finished.

2. CTI Client Adapter Add-on should be downloaded From downloads Section in C4C (requires Administration Access Rights)

• Go to Download
• Find for CTI Client Adapter Add-on
• Save and install it
• 
  

But, 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.

3. Maintain Phone Number for the contact Person of the Account

Phone Number Should be Maintained for the Contact and the Contact Person being the Primary contact is more feasible

4. Live Activity Pane Should be Enabled for Service Agents

Assign the Business User with Service Agent Role and it has the Relevant Activity Work Center in which Phone calls  is assigned so that Live Activity Pane is available

Cloud for Customer Call Center Execution :

1. Ensure that before Logging into C4C, CTI Client Adapter is running by clicking On Enable Adapter .

2. Service Agent logs into C4C and navigates to Live Activity Pane

3. Agent Logs into CDT(Communication Desktop) of SAP Contact Center

Process flow Happens as below

4. Account Contact Person Calls The Service Center And Agent Picks up the call

5. Incoming Call is identified based on the contact number of the contact Person that is maintained in C4C

6. Agent Confirms the Customer and Initiates the Conversation

7. Based on the Customer Query

• Agent can Create A New Ticket
• Agent Can update an Existing Ticket
• Agent Can create a New contact
• Agent can Create an Individual Customer

Agent Ends the Conversation by ending the call

Similarly an outbound call can also be made from the Contact information available

Process flow happens as below

For Additional information on  Computer Telephony Integration , you can refer --> SAP Hybris Cloud for Customer Administrator Guide

C4C and R/3 allow to store international addresses for customers.

This feature allows you to store addresses of customers in different scripts like Arabic or Simplified Chinese along with Latin Latin characters .

Typically Latin characters are the default for an international system and the country specific characters are stored in the additional international address. You can maintain the international address in the address tab of the customer master data by pushing the edit button for an existing address and choosing the character  version for the international address.

In order to have this feature active you have to activate it in scoping.

…and specify the allowed address versions in finetuning

If your overall system should be Latin (normal case) you should choose Latin as activ & default. All other allowed letter versions should be set to active.

Good to know:  

1. The log on language has no dependency to the address version or vice versa. No matter with what language you log on- you always see the default character version.

2. For print forms the international address version is derived under certain conditions and printed- this needs to be individually tested/checked and is no subject of this blog

Integration with R/3

The international address is replicated to R/3 in the standard customer replication (if set up correctly :-) )

Important to know:

The set up and definition of the default address in C4C differs a little bit to the set up in R/3.

In C4C you specify the system default and the optional character version in the finetuning table above.

In R/3 the default is not specified in the customizing of the international address versions-but is the system default.

In the international address version customizing only the alternative versions are specified.

Note: ‘international’ in R/3 corresponds to ‘Latin’ in C4C.

So if you set up your C4C system by default in Latin and optional Chinese- you have to specify in the C4C finetuning  Latin as active & default and Chinese as active.

In R/3 you would only specify Chinese as active.

If you work mainly in China- you would set up your C4C by default in Chinese by flagging Chinese as active & default and Latin as active

In R/3 you would choose ‘international’ (since this corresponds to Latin)

Dear Community,

we'd like to draw your attention to the SAP Hybris Cloud for Customer Webinar series.

July 28: SAP Hybris Cloud for Customer - Experience the different options of adaptation and extension

August 4: SAP Hybris Cloud for Customer 1608 Release - What’s new

September 15: SAP Hybris Service Overview - Service Engagement Center & Cloud for Service

October 5: Analytics and Reporting Overview and Best-Practices

Stay tuned for updates - there's more to come.

Let us know what you are looking to learn by taking this short survey.

For more information, also check out our Wiki page.

Best regards,
your SAP Hybris Customer Engagement & Enablement Team

HI ,

I am trying to Create and Update opportunity from External system .While creating the opportunity from External system it is happening successfully but while I am trying to update the opportunity from external system  the line items are not updated properly.

Business wants update the opportunity line item as delete and insert property ,but it is not happening properly.

Please find the  below information

Payload I am using for updating opportunity

<soap:Envelope xmlns:glob="http://sap.com/xi/SAPGlobal20/Global" xmlns:soap="http://www.w3.org/2003/05/soap-envelope" xmlns:yis="http://0000160237-one-off.sap.com/YIS4T5PVY_">

  <soap:Body>
      <glob:OpportunityReplicationRequest>
        <MessageHeader>
            <ID>4451088C3F8611E6C4470000005DC79E</ID>
            <UUID>4451088C-3F86-11E6-C447-0000005DC79E</UUID>
            <CreationDateTime>2016-07-01T08:20:58Z</CreationDateTime>
            <SenderParty>
              <InternalID schemeAgencyID="310" schemeID="LocalSystemID">DCOCLNT100</InternalID>
            </SenderParty>
        </MessageHeader>
        <Opportunity  itemListCompleteTransmissionIndicator="true" actionCode="04">
            <ID>99-201607-1000219</ID>
            <ProcessingTypeCode>OPPT</ProcessingTypeCode>
            <Name languageCode="EN">PAR Effective 2016/10/01 for FOREMOST INDUSTRIES INC.</Name>
            <ProcessStatusValidSinceDate>2016-10-01</ProcessStatusValidSinceDate>
            <OriginTypeCode>2</OriginTypeCode>
            <Status>
              <LifeCycleStatusCode>2</LifeCycleStatusCode>
            </Status>
            <ProspectParty>
              <PartyID>0000102206</PartyID>
            </ProspectParty>
            <EmployeeResponsible>
              <PartyID>FIDOEN</PartyID>
              <RoleCode>39</RoleCode>
            </EmployeeResponsible>
            <SalesCycle>
              <SalesCyclePhaseCode>2</SalesCyclePhaseCode>
            </SalesCycle>
            <SalesForecast>
              <ProbabilityPercent>50</ProbabilityPercent>
              <ExpectedRevenueAmount currencyCode="CAD">461.85</ExpectedRevenueAmount>
              <ExpectedProcessingDatePeriod>
                  <StartDate>2016-05-23</StartDate>
                  <EndDate>2016-06-23</EndDate>
              </ExpectedProcessingDatePeriod>
            </SalesForecast>
            <SalesAndServiceBusinessArea>
              <SalesTerritoryID>99</SalesTerritoryID>
            </SalesAndServiceBusinessArea>
            <Item>
              <ID>10</ID>
              <ExpectedNetAmount currencyCode="CAD">37.61</ExpectedNetAmount>
              <ItemProduct>
                  <ProductCategoryInternalID>000070000100001</ProductCategoryInternalID>
              </ItemProduct>
            </Item>
            <Item>
              <ID>20</ID>
              <ExpectedNetAmount currencyCode="CAD">81.75</ExpectedNetAmount>
              <ItemProduct>
                  <ProductCategoryInternalID>000070000200001</ProductCategoryInternalID>
              </ItemProduct>
            </Item>
            <Item>
              <ID>30</ID>
              <ExpectedNetAmount currencyCode="CAD">17.55</ExpectedNetAmount>
              <ItemProduct>
                  <ProductCategoryInternalID>000090000600001</ProductCategoryInternalID>
              </ItemProduct>
            </Item>
            <Item>
              <ID>40</ID>
              <ExpectedNetAmount currencyCode="CAD">324.94</ExpectedNetAmount>
              <ItemProduct>
                  <ProductCategoryInternalID>000160000400001</ProductCategoryInternalID>
              </ItemProduct>
            </Item>
        </Opportunity>
      </glob:OpportunityReplicationRequest>
  </soap:Body>
</soap:Envelope>

Thanks

Prasad

Originally coined by the CPG industry, retail execution processes help perform field activities in a structured manner. SAP Hybris Cloud for Customer introduced retail execution capabilities in August 2013 with continuous innovations thereafter with every release. From the initial launch we have observed the adoption of this functionality across multiple industries especially for execution oriented sales teams, who visit customers on a regular basis to gather information, perform a guided set of activities and are on the lookout for opportunities to sell more. The core objectives of a retail execution solution are to maximize sales and enhance brand value, with insights and visibility starting from a key account level, all the way to a point of sale, and further to the shelf or any other point of contact with the end consumer. The insights help understand the overall effectiveness of the store including inventory situation or out-of-stock data, the positioning of the brand at the point of sale and effectiveness of marketing initiatives, while continuing to optimize the productivity of the merchandiser or pre-seller. This enables further actions such as better forecasting, negotiating the right contract with the retailers and planning the right promotions and in-store activities. Let us look at how SAP Hybris Cloud for Customer enables each of the elements of the retail execution process, while keeping the overall TCO at check.

Plan and Perform your Visits Efficiently

In C4C, the entire retail execution process is centered on a visit, which the sales user performs at the customer site or any other location. These visits can be planned in advance using route planning or created ad-hoc as needed. Route planning includes a proposal of the accounts that should be visited and provides various views such as the map, with driving route, and calendar to help with improved planning. During execution, each visit is time stamped and geo-location stamped during its start and finish via the check-in / check-out actions, enabling sales managers to drive process optimization and adherence. The users can access the Account 360 as well, as part of the preparation for the visit. The visibility into marketing initiatives is provided via a campaign view and a promotion calendar. The promotions can either be downloaded from SAP CRM or defined within the solution. Users can also view pending invoices and create a payment during the visit against one or many open invoices. Additionally, users can report any service relevant issues by creating a follow-up service ticket from the visit itself. Overall, the visit feature provides a single point of access to all merchandizing and pre-selling activities enabling efficient execution.

Improve Merchandizing Effectiveness

Merchandizing primarily involves the execution of in-store activities, such as store checks, planogram check, competitor audits, etc.  In C4C, for each visit, there are tasks and surveys proposed via a sophisticated activity planning and routing engine, which provides a high level of flexibility in determining which tasks and surveys need to be performed during the visit and how often, based on the attributes of the store and of the visit itself. Surveys can either be simple checklists or complex product surveys for in-store audits, where products are dynamically determined, or competitor product surveys to help capture intelligence around competitor sales. With its dynamic behavior, optimized usability, weighted scoring, quick image capture and real-time reporting, surveys make a great tool for collecting field data and deriving actionable insights. In the recent POI retail execution vendor panorama, SAP C4C has been given the distinction of being a best-in-class solution in merchandizing.

Sell Better

Selling, in the context of retail execution, primarily refers to the ordering process, which is expected to be quick and efficient as the pre-seller is typically expected to spend more time negotiating the order rather than entering it. In C4C, to enable the selling process, sales orders, quotes and opportunities can be created as part of the visit. This makes the process applicable for a variety of industries including typical B2B engagements. In order to help improve the user productivity, the order/quote entry process is supplemented with a quick add view to help add multiple products into an order with relative ease. With automatic proposals of order items based on listings, access to promoted products, past orders and an in-built barcode scanner, the order process offers numerous options and immense flexibility. The tight integration into ECC enables users to get exact prices, ATP information, product substitutions and near real time order confirmation.

Mobilize your merchandizers and pre-sellers

Moving from functional to a technical perspective, retail execution is primarily a field activity which automatically implies that it needs to be mobile, available offline and easy-to-use. C4C has invested heavily, and is continuing the same in each of these areas. The solution provides a standard responsive mobile application which is generally available for tablets - iOS, Android and Windows - and will be soon available on the smartphones on the same platforms. The functionality is available offline to be able to complete merchandizing and pre-selling activities (including basic offline pricing) in a disconnected environment, with more granular capabilities being added in every release. It is also important to note that most key processes are provided in a configurable manner reducing the need for custom development. The offline mobile application is metadata driven eliminating the need for any customer specific client development. This helps relatively faster implementation and easier app upgrades, thereby enabling users to quickly leverage the continuous innovations being released.

Derive Actionable Insights

Retail execution in C4C leverages the embedded real-time analytical framework and provides standard content to derive insights. Managers can assess the effectiveness of their sales force using visit completion reports and the average duration of each visit, along with the details of tasks and surveys performed in each visit. Survey reporting helps derive insights into the data collected in the store, such as out-of-stock information, promotion compliance, price compliance, store scores, etc. Order reporting provides insights into revenue trends, top selling products and promotion effectiveness. Refer to previous blogs on the analytics in C4C to get more insights on working with analytical content.

Retail execution continues to be a key focus area for C4C with a strong roadmap and investment. We are entering an exciting phase in the lifecycle of the solution with many innovations lined up such as an image recognition based planogram check, a holistic visual assessment and scoring of store, an improved ordering experience with suggested orders, enhanced offline functionality including pricing, and superior productivity using geo-location, image intelligence and voice based interactions.

Hope this blog helped provide a high level view into retail execution in SAP Hybris Cloud for Customer. Look out in the coming weeks for more detailed blogs on most of the listed areas and let us know your thoughts.

In our next blog in this series we discuss how to  Plan and Drive Targeted Activities for Consistent, Optimized Retail Execution

Few Useful Links:

Refer to the extended edition guide at https://help.sap.com/cloud4customer to get an overview of the mobile and offline features

Refer to the blog on analytics at http://scn.sap.com/community/cloud-for-customer/blog/2016/05/20/derive-business-insights-using-c4c-analytics

Click here to view the solution launch video: http://www.sap.com/asset/detail.2013-10-oct.sap-cloud-for-sales-retail-execution-product-overview-mp4.html

Check out a video by one of our partners, Baseliner, on retail execution in C4C: https://www.youtube.com/watch?v=nxiE98fRQLA

The finetuning option ‘Maintain document types’ for activities is not visible in all cases.

You have to set the following scoping options in ‘integration into Sales, Service, and Marketing processes’.

The reason behind is that if you have a CRM integration it might be required to configure separate document types for the activities and map them accordingly in the codelist mapping.

This option is not available in C4C without integration in order to keep the configuration simple.

This might be changed in a future release- I will update the blog once this dependency has changed.

Last week, we provided an overview of our retail execution capabilities in C4C and how the entire process is centered around the visit, which the sales user performs at the customer site or any other location.

(In case you’d like to refer back to our first blog entry providing an overview on retail execution follow this link: http://scn.sap.com/community/cloud-for-customer/blog/2016/07/08/transform-your-visits-to-win-at-the-shelf-with-retail-execution-in-sap-hybris-cloud-for-customer)

This week, we’ll go more in depth in regards to our route planning capabilities that allow users to plan and generate mass visits in advance, as well as how activity plans and routing rules can be utilized to properly route desired tasks and surveys to visits.

Plan Your Visits Efficiently using Routes

In C4C, routes act as the single point of entry for visit planning. Users can create custom route plans for sales personnel or utilize templates to conveniently re-generate often used route plans.

Key Features

• Organize list of accounts to be visited with
• Addition of accounts by search / query
• Suggested accounts based on due / overdue accounts with no current visits planned
• Honor account/sales-area based visit frequency and recurrence when planning across proposed date ranges
• Exclusions of days of the week from planning
• Honor account-level visiting hours
• Automatic rescheduling
• Re-align correct start and end times automatically for all visits upon time value changes
• Manage visit attendees in route
• Generate mass visits from a route
• Link to generated visits within route

Visit Proposal

When creating a route, users can utilize queries to specify accounts that need to be visited. When planning visits for accounts that are due to be visited for a specified date range, additional criteria such as sales area, region, classification and account types can be used to further narrow down the desired short list.

After the desired criteria is maintained, users can also initiate visit recurrence, such that the route will display the number of recurring visits that would prospectively occur in the proposed date range. If the accounts are then selected for addition to the route plan, the first visit will be added on the account visit due date, with each recurring visit being added based on the visit frequency maintained in the account.

Validating Route before Visit Generation

After adding accounts to be visited to the route, the route will validate that the proposed date and time coincides with the account’s visiting hours or existing items on the user’s Calendar. If not, warnings are displayed onscreen to notify the user of any existing conflicts.

Within the route, users can view a prospective driving route to be taken day by day, and make changes to the route taken directly in the map view. Using the up and down arrows, users will see the route changes and driving route reflected in real-time. After the map view is closed, the new desired route changes for the day will then be reflected in the route plan. 

Users can also utilize a calendar preview to get an idea of the employee’s schedule before and after visits are generated from the route plan.

Planning and Routing Tasks/Surveys to Visits

Activity plans and routing rules are used to determine what tasks and surveys sales representatives should expect within their visits.  Desired tasks are defined directly within the activity plan, while valid and active surveys are added. Notes and attachments maintained at the task level within the activity plan are also transferred to the tasks once they are determined for a visit.

Within the activity plan, administrators can maintain tasks of one-time frequency. While by default, tasks are determined each time, tasks can be designated for one-time execution per account. Once the one-time task has been completed, all future visits for that account will no longer contain the task; however, if the visit containing the one-time task is cancelled, or the visit is completed without completing the one-time task, the task is then moved to an existing future visit within the validity date range, or awaits in the system for another visit to be determined. Upon transfer of the one-time task, characteristics like the task owner/processor, territory, and organizational unit are updated to reflect the current visit where it exists.

Routing rules are account-driven conditions which can be maintained as separate “OR” or grouped “AND” conditions to create as simple or as complex structures as needed to match specific account and visit criteria. Upon rule match, the activity plans maintained within the routing rule object will have their worklists determined for the visit.      

By maintaining automatic/manual assignment, validity date ranges and routing conditions, administrators have complete control over the sales representative’s worklist when they execute their visits. Administrators can also designate tasks/surveys as mandatory, and utilize scoping configurations to ensure that mandatory tasks/surveys are completed before the sales rep can check out of the visit.

After visits are created for an account, there is a background job that executes every eight minutes to determine worklist items for new visits. In addition, there’s also a nightly background job that refreshes visits with the latest worklist items and survey products that are newly relevant for the visit based on new activity plan or routing criteria. The visit can also be manually refreshed with the latest worklist items by triggering the ‘Refresh Visit’ action directly within the visit.

Worklist items that were designated to be automatically assigned will directly display in the relevant worklists within the visit. Sales representatives would have the option to manually add worklist items that are currently unassigned.

Hopefully, this blog entry provided some insights as to how route and activity planning can be effectively used to prepare and plan visits for sales representatives while ensuring proper task and survey execution. Let us know your thoughts on this topic and keep an eye out for next week’s blog entry where we’ll delve deeper into other focus areas of retail execution.

Overview

This blog gives you an overview and explains the frequently asked questions on the replication of activities between an SAP on-premise system and SAP Hybris Cloud for Customer. The external system may be SAP ERP or SAP CRM. Activities in Cloud for Customer include phone call, task, appointment, and e-mail. When an activity is created, there is bi-directional integration between cloud and on-premise. Campaign references are also enabled in activity replication. The CRM web UI saves an e-mail text as an SAP Office Document. Both the e-mail subject and e-mail body text is replicated into the e-mail activity. This enables the colleagues from different teams to gain visibility into all activities for a particular account and/or opportunity.

Business Value

Collaborative activity management assures that sales and service teams across Cloud and on-premise teams will have visibility to all activities for a particular account and/or opportunity.

Process Flow

Activity replication is bi-directional. Replication request will be sent from a source system to middleware, where the request is processed and transformed into corresponding target system format. On successful replication, confirmation request will be sent from target system to source system.

Best Practices

To avoid any errors, follow these best practices:

1. Ensure correct configuration of communication arrangement before creating any activity.
2. Maintain code list mapping for “Processing type code “, “group code”, and ”Role Code”.
3. Complete all fine-tuning activities relevant for “Activity” replication.
4. Keep integration content up-to-date with each release, as there might be some crucial fixes on mappings.
5. Maintain value mappings relevant for activity replication.

Problem Areas

Typical areas where issues might arise are due to:

1. Code list mapping not maintained correctly
2. Value mappings not done
3. Communication arrangement and scoping was not done
4. PI/HCI content not up-to-date with the release
5. Using old type code for activity replication in PI. Previously each activity used to have separate replication requests and interfaces, but now all activities make use of generic interfaces created for all activity types that is supported in Cloud for Customer and the type code is 1783.

Frequently Asked Questions

What should I do when there is an activity confirmation message failure?

Correct the code list mapping for Processing Type Code.

How do I solve errors related to missing code list mapping?

Please check the bloghere.

What should I do if specific fields getting cleared during replication?

Check the payload and see if the field is received as blank. If so, check if a wrong middleware mapping is causing this. We have now enabled extended xml handling, and if the segment is missing from the payload the value will not be cleared. The clearing happens only if the segment comes with a blank value, and this mostly needs a middle ware correction.

Activity text is not getting replicated or Code list mapping for the TextCollectionTextTypeCode values are ignored during activity replication?

For business activity, the code listsActivity / Text / TypeCode are not handled by code list mapping, and is instead handled in PI. You must maintain correct value mapping in PI.

In addition if it is a language independent text, maintain the fine tuning activity "Communication Language for Data Replication".

While replicating business activity from Cloud for Customer to CRM system, few parties are not replicating even though parties are present in payload?

Please check that all parties have correct role code present in payload.

Why are the appointment fields getting cleared after receiving a confirmation from CRM?

The reason is either wrong mapping or wrong configuration is maintained in routing conditions of PI. Both Activity and Activity Confirmation messages have same IDOC type, and hence when the confirmation message comes into PI, the PI system routes it to all three mappings of: 1. Activity Replication and 2. Activity Confirmation replication and 3.Customer Quote Sales Order Notification.

I am not able to see a particular activity under the work center or activity type?

Ensure that code list mapping is maintained correctly for group code.

I receive a dump while saving an activity?

If there is an issue in the outbound communication arrangement for activity, it causes a dump while an activity is saved.

Errors

Error: Reading of key mapping for external ID type <type> and external ID <id> failed

There are duplicate ID mapping maintained for the external ID by mistake. One of this has to be cleaned.

Error: "No query result; BO BUSINESS_ACTIVITY, node ROOT

Here are one of the reasons that could cause this error:

• A wrong PI mapping is maintained, hence sending the wrong external activity ID in the payload causing Cloud for Customer to query for the wrong activity.
• The mentioned activity was deleted manually by a user which causes the query to fail.
• The BTD reference was wrongly created which is less likely to occur.

Error: "Duplicate detected for External ID"

Change the PI mapping for field TypeCode, and use generic type 1783 instead of individual type code of each activity i.e. Task, Appointment etc.

Error: ID mapping for external value ******** of Business Partner ID missing

There could be one of the following reasons:

• The party mentioned in the payload is not available in Cloud for Customer or
• If the customer was manually created, the party ID mapping is not maintained in Cloud for Customer.

Error : Error in message header mapping; agent class is CL_APCRM_ACT_REPL_CONF_IPA

Do the following:

• Check for the sender and receiver system in the payload, and see if this corresponds to the entry maintained in communication arrangement for activity replication.
• If the sender system is wrong, ask customer to first check the logical system entry created in on-premise system is correct, and then use the same name as maintained in Cloud for Customer communication arrangement.

Error: ‘Update not possible; existing data for ACTIVITY not fully specified’

Wrong ActionCode is sent from PI. The action code should be either 04 for save / update and 05 for delete.

Error: Party role <name> (<category>) is not supported for party role category <name> (<category>)”

Mapping for Party Role to the corresponding Category is missing. Correct the mapping in the fine tuning activity ‘Party Role Definition’.

Error: "E/EA/723/MessageHeader (The start tag <IDOC begin=&quot; 1&quot ;> or the end tag < /IDOC> is missing.)"

This message indicates that you are using point-to-point (P2P) integration scenario. P2P integration is now deprecated, and SAP encourages using middleware based integration.

Error: Error calling * - Modify: BO BUSINESS_ACTIVITY

Check if any custom development is implemented in Cloud Studio. If so, first check the Cloud Studio solution for issues.

The following blog explains the frequently asked questions on the automatic code list mapping upload from an SAP on-premise system to SAP Hybris Cloud for Customer. The external system may be SAP ERP, SAP CRM or S4HANA.

If you want more information about the code list mappings in SAP Hybris Cloud for Customer you can check the blog here.

Frequently Asked Questions

Why is the replication message failing with error for missing code list mapping although I have maintained the mapping for the particular code?

For the particular scenario check if the code list mapping group is maintained in the communication arrangement and the mapping has been maintained for the same mapping group in the code list mapping. The following screenshot shows you where you can assign the mapping group in your communication arrangement.

Why do a particular code list not available in the merged excel?

          There could be 2 reasons for the same.

1. Check if the downloaded merged file from C4C has the code list available in the CodeList.csv file. If it is not available please follow the steps below:

Case 1. You are using the Mapping Group ‘SAP On Premise Integration’ for the merge: This means that none of the scenarios you have scoped is using the code list or you have manually deleted the default entry from the Code List Mapping UI for the particular code list. To include the code in your merged excel create a default entry as shown in the screen shot below for the code list against the code list mapping group you are using.

Case 2. You are using a Custom Created mapping group for the merge. In such a case you will have to create an entry in the code list mapping UI as shown below for all the code lists you want to be part of the merge.

b. The codes are available in the download from SAP Hybris Cloud for Customer but is not present in the merged files: The configuration in ERP/CRM could be wrong in this case. See if the notes which has the configuration changes for CRM and ERP are applied in the system(ERP : 2081161,CRM: 2084679)

The system throws an error ‘Error in reading the input files.’ when I try to upload?

This happens when you have manually edited the input file names inside the merged archive. The system expects the csv file names not to be changed. Check if the merged archive file which you are uploading have the following csv files inside: 

The system throws an error ‘Inconsistent values in field ACTION_CODE in CODE LIST MAPPING at line no’ when I try to upload?

This happens when the description field has a quote (“) in ERP. The quotes in description is not supported in SAP Hybris Cloud for Customer. To correct this issue manually edit the mentioned file in the error and go to the line number and either change the entry to correct format or remove it.

The upload was successful but there were errors/warnings raised. Where do I see the list of errors/warnings?

The messages which were raised can be viewed in the application log screen. Navigate to the results tab to see all the warnings and/or errors raised during the upload.

Following are the details of errors/warnings which are raised during the upload and how can you react to them.

Errors:

a. The Upload of the merged file to C4C fails due to non-unique ISO Country Code in the log: ‘ISO code is still in use and not unique’.

Please implement the following notes in CRM/ERP: 2269166, 2277842

b. Upload to C4C fails with the error in the log: ‘RFC exception SYSTEM_FAILURE raised; the application running deliberately caused an abort with short dump.’

The upload has produced a backend dump. The dump can be checked in the backend transaction ST22. The Application information of the dump tells us which code list is causing the issue. To proceed remove the code list from the mapping and the code csv and upload. For the code which causes the dump further analysis is needed via the ticket.

               Warnings:

a.  Mapping for Local Data Type <CODE> incomplete. Not all codes are mapped.

This means all the codes which exit for the particular data type in C4C is not mapped. Since your external system is the base for the merge we only make sure that all the codes in the external system will be mapped to a corresponding code in C4C. This message is just for information and would not affect any feature when using the replication services.

b. Description for <CODE> codevalue <VALUE> in language <LANGUAGECODE> has not been updated.

We do not update the descriptions for any code in a language if it already exist in C4C. This is an information to the user so that if he wants to keep the same description in C4C as the external system he can manually change them in the fine-tuning activity.

Note

If yourissueis still not resolved, then please raise an incident for SAP Support. Also, please send the following information in the incident:

• Problem description

• Steps to reproduce

• The downloaded and merged zip files

Overview

This blog gives you an overview and explains the frequently asked questions on the generic aspects of integration between SAP Hybris Cloud for Customer to SAP CRM, SAP ERP or any external system. It also covers issue related to SAP hybris cloud for customer connectivity with HCI , PI etc.

When you configure your SAP Hybris Cloud for Customer solution, for integrating with SAP ERP, SAP CRM or any external system ,you must observe dependencies that arise from the activities in different systems. We therefore strongly recommend that you perform the activities in standard guides in the sequence in which they are documented. Pay special attention to the prerequisites, if mentioned, at the beginning of each section.

Before you start working through end to end implementation, ensure that you have downloaded the most recent version of integration guides available at http://service.sap.com/cloud4customer. Also, make sure you have checked end to end connectivity settings via standard report provided by SAP.                                         

Frequently Asked Questions

While replicating from ERP to Cloud for Customer using HCI system, all outbound idocs in ERP are failing with the following error

"No IDoc saved in target system (SOAP HTTP)”

Above error means SOAP application processing was started in the target system i.e in HCI system. However, errors occurred in the target system due to unknown reason, which means that IDocs cannot be saved in ERP. Hence for more details about failure please check in target systems error log i.e. HCI

When sending message from soapUI to the C4C the message fails in Cloud for Customer with error message
"SRT: Plain SOAP: Reliable messaging (RM) configured, but no Messaging ID and no WSRM assertion provided

Make sure the protocol defined in the Communication System of Cloud for Customer should be selected as Web Services. Also, make sure end point url to which you are sending request from soapUI or via any middleware into C4C inbound service then it should have MessageID at end as shown below.

e.g. https://<host>:<port>/sap/bc/srt/scs/sap/businesspartnererpreplicationi?MessageId=FA163ED10E711EE696DE10B08BF81EED

How can i add new users and authorizations in SAP HCI tenant? Who is authorised to add new users?

An admin user can go to HANA Cloud Platform cockpit and add further admin and users and assign them roles and authorizations. By default, SAP HCI uses SAP Cloud identity provider. Hence all the users must have valid S—userids or P-user ids that can be requested/generated from Service Market Place or SAP Community Network.

Where are all the roles & authorizations mentioned, that can be assigned to users?

Please look at https://cloudintegration.hana.ondemand.com/PI/help> Operating SAP HCI > User Management for SAP HCI > Managing Users and Roles Assignments > Defining Authorizations

While replicating account, messages are failing with following dump error?

Short dump: AP-BP-OR - MESSAGE_TYPE_X_TEXT - CL_COD_OUTBOUND_ERROR_HANDLINGCP

Check if the communication arrangement "Deprecated: Account Inbound for IDocs" is active, and the ERP integration for Cloud for Customer to ERP is scoped correctly.

While replicating account from C4C to ERP using HCI with certificate-based authentication , we are getting following error in C4C

"SRT: HTTP error: ("HTTP Code 500: Internal Server Error - Details see in error log of transaction SRTUTIL")'

also,  HCI tail log shows following error:
'Inbound processing in endpoint at https://abcdefg.xyz.hana.ondemand.com/cxf/COD/ERP/BusinessPartnerReplicationin failed with message "[CXF][Transport][HttpException]:HTTP response '401: Unauthorized' when communicating with https://host.com:443/sap/bc/srt/idoc?sap-client=100", caused by "HTTP response '401: Unauthorized' when communicating with https://host.com:443/sap/bc/srt/idoc?sap-client=100"

You could have following problems :

1) If host.com is a reverse proxy in front of on-premise then it might be that it is not forwarding the HCI client certificate in  http header to ERP(intermediate might be not trustworthy)

2) You did not map the HCI client cert in ERP SM30 vusrextid

3) The HCI client cert is not trusted on host.com

By retrieving the packaging information from BADI package_changes which is called in CL_AMDCI_OCNRQ_A_PEND_PACK_CH – Execute results into et_package of 2.6 million records and causes dump.

"Short dump: AP-RC-MCI - TSV_TABH_POOL_NO_ROLL_MEMORY -

CL_AMDCI_OCN_REQUEST==========CP"

You have loaded a huge amount of business partner addresses (IDOC ADRMAS) and contact person workplace addresses (IDOC ADR3MAS) without loading the mandatory business partners via IDOC DEBMAS_CFS. All the transferred messages are failing in the Cloud for Customer inbound, because they have a missing reference, due to the fact, that the corresponding DEBMAS_CFS was not processed.

Check whether you can send the corresponding DEBMAS_CFS IDOCS and afterwards restart the failed messages in Cloud for Customer. If this is not possible, cancel the failed messages in Cloud for Customer.

While replicating employee replication I receive the following error.

Error: Start date must not be later than end date Interface error; WS-Application; LOD-HCM-RPL; HumanCapitalManagementMasterDataReplicationEmploye

Following messages failed due to start-date greater then end-date. There are number of places where <ValidityPeriod> node appear in the payload and has <StartDate> and <EndDate> elements.Value of <StartDate> should be less than value of <EndDate>. But if messages have <StartDate> greater than <EndDate>. Then it will fail with above error. Please check the payload and re-trigger the messages.

While deploying integration flow, I receive the following error

"Erroneous Integration Flows is CRITICAL."

Above error occurs when your deploy iflow with same name again. Hence ,check and remove any existing duplicate iflow from HCI tenant.

While updating an ERP Customer from C4C in ERP sales area fields gets deleted.

This happens whenever in the IDOC the E1KNVVM segment does not contain the value "/" for all the fields, which should not be touched during replication. In the most recent SP for the middleware content, the logic is available. Please update your content accordingly. If you prefer to fix the message mapping manually, please assign the constant value / to all of the fields in IDOC segment E1KNVVM, which are not already mapped. This should fix the issue.

While replicating data between PI to Cloud for Customer, it is failing with Certificate Error   ( PI -> HTTPS -> C4C)

One of the reason could be that complete chain of SAP Hybris Cloud for Customer server certificate is not imported in PI trust store. Try importing complete chain and check if this resolve the error or not. Incase if this doesnt resolve error , please take SMICM trace at level 3 for more detailed info.

Dump occurs if you click on "Document Flow" in sales quote . Following are the steps to reproduce dump. :Woc Sales => Sales Qoute "xyz" -> select "Document Flow" -> Exception Occurred.

An internal error occurred during message processing. For error details check MPL ID AFVbI-YbL8jty25IcWoKaRREfwjV in message monitoring.

Above error comes when processing stops at HCI for some reason. Please go through complete log in HCI and search with given MPL ID for more detail info on error.

Why is employee address replication failing with following ID mapping error?

Error: "ID mapping for external value 148778 of Address missing"

Check SAP Note 2056045 - Initial Load of Business Partner from ERP to C4C should be done in a sequence.

When replicating data from ERP to Cloud for Customer via HCI, I receive the following error in ERP

IOException:Unable to tunnel through proxy. Proxy returns

"HTTP/1.1

502 Host not found"

One of the reason could proxy settings are not maintained correctly in transaction sm59. Please check hostname,port, proxy again. Incase if this doesnt resolve the issue , further details could be obtained via SMICM trace at level 3.

While deploying iflow I am getting following error

'java.lang.IllegalStateException: Secure Storage service returns no credentials for alias XYZ'

This error occurs when iflow is deployed with basic authentication and credential name XYZ is not deployed into tenant. It is mandatory to deploy credential in your HCI tenant with given name as maintained at receiver channel before using basic authentication in iflow .

Note

If yourissueis still not resolved, then please raise an incident for SAP Support. Also, please send the following information in the incident:

• Problem description

• Steps to reproduce

• Cloud for Customer Message ID

• IDoc number from ERP/CRM.

SURVEY A2A SERVICE

Manage_Survey_Response_In

1  Business Context:

This service provides a procedure to capture the answer/responses from third party system( a native external application) to the C4C Survey.

Survey A2A enables the external application to send Asynchronous responses of the survey in the Cloud for Customer system through an external portal (which is part of integrated software system of the business enterprise). 

2 Response Capture Service Details

In the Survey A2A service, the structure fields are derived from the Questionnaire BO.

Query all the Questions with Answers for a Response Item:

To query all the questions in the survey we can use the below URL:

https://<C4CSystem>/sap/c4c/odata/v1/survey/ResponseCollection('<key1>')/ResponseItem(‘<key2>’)/QuestionAnswers

<Key1>-> corresponds to Questionnaire -> Valuation_Collection Node

<Key2>-> corresponds to Questionnaire -> Valuation Node

Below is the sample XML to capture responses

Note : 1 ) This A2A Webservice also supports the inclusion of new surveys to Visit while at the same time                    responses can be captured

          2 ) Only Survey Type 'Checklists' are supported with this A2A web service

<n0:SurveyResponseMaintainBundleRequest xmlns:n0="http://sap.com/xi/SAPGlobal20/Global">
<MessageHeader>
<UUID >12345678-90AB-CDEF-0123-456789ABCDEF</UUID>
<ReferenceUUID>12345678-90AB-CDEF-0123-456789ABCDEF</ReferenceUUID>
<CreationDateTime>2016-05-23T12:00:00.1234567Z</CreationDateTime>
<SenderBusinessSystemID>Q9CCLNT400</SenderBusinessSystemID>  “Business System (Sender ID) Message communication arrangement should be configured”
</MessageHeader>
<SurveyResponseRequestMessage>
<MessageHeader>
<UUID>12345678-90AB-CDEF-0123-456789ABCDEF</UUID>
<ReferenceUUID>12345678-90AB-CDEF-0123-456789ABCDEF</ReferenceUUID>
<CreationDateTime>2016-05-23T12:00:00.1234567Z</CreationDateTime>
</MessageHeader>
<ID>1161</ID>  “Survey Root ID
<!--Zero or more repetitions:-->
<ValuationCollection>
<ValuationCollectionUUID>00163E12-BA69-1EE5-B9C5-182304D5BB97</ValuationCollectionUUID> “This has to be a new UUID when attaching the survey to the Visit for the first time
<!--Zero or more repetitions:-->
<Valuation>
<!--Optional:-->
<ValuationUUID>00163E12-BA69-1EE5-B9C5-182304D5DB97</ValuationUUID>
“Valuation UUID can be blank when attaching survey for the first time, but must be filled for update cases
<Answers>
<QuestionUUID>00163E12-BA69-1EE5-B9C4-C5E9F681DA63</QuestionUUID>”Survey-> Element UUID
<QuestionOptionUUID>00163E12-BA69-1EE5-B9C4-CA74CB0D5A95</QuestionOptionUUID>>”Survey -> Element Value UUID
<Indicator>true</Indicator>
</Answers>
<Answers>
<QuestionUUID>00163E12-BA69-1EE5-B9C4-D0DDE0E65AA5</QuestionUUID>
<QuestionOptionUUID>00163E12-BA69-1EE5-B9C4-D16FFC4F3AA6</QuestionOptionUUID>
<Amount currencyCode="USD">234</Amount>
</Answers>
</Valuation>
<BusinessTransactionDocumentUUID>00163E12-BA40-1EE6-8898-FB33BD4F54C2</BusinessTransactionDocumentUUID>” Visit’s UUID, this is the important field when attaching the survey to a Visit, not needed for update cases where survey is already attached to the corresponding visit

<BusinessTransactionDocumentTypeCode>12</BusinessTransactionDocumentTypeCode>
“Visit’s BTD Type Code, as mentioned above in the same manner this is also not needed for update cases where survey is already attached to the corresponding visit

  </ValuationCollection>
</SurveyResponseRequestMessage>
</n0:SurveyResponseMaintainBundleRequest>

3 Communication Arrangement

In the communication arrangement, communication settings must be made for both inbound and outbound communications

It is an Asynchronous service thus it sends the response back only for successfulweb service calls via a separate message for the confirmation of posting

Note : for failed messages / failed postings there is no response back to the calling application (In C4C general A2A Asynchronous services do not send the error messages / failure notification of failed messages/web services call)

We have attached two files "Survey A2A Manage Response Structure.txt", "Communication Arrangement Overview.JPG" for your reference,  and also the above sample xml should guide you through the forming of web service call structure

I hope this document has been helpful . Please leave a comment in case you want us to explain anything more about this topic.

Moving Your Solution From Test to Production - The Copying Process and Duplicate Work Required

When the test solution profile is copied over, only certain configurations are copied to a new (fresh) production tenant.

Many customisations have to be either imported or manually redone in the production tenant.

I have highlighted below the copying processes and additional work that is required in the production tenant.

The lists below are in no way exhaustive but will serve to provide a guide as to the work required during the move from the test C4C solution to the new production system.

Initial test system copying by SAP to the new production system will only include:

The scope

All the fine tuning entries

KUT adaptations, extension fields,    (as long as non previously exist in Production)

Page layouts & code list restrictions  (as long as non previously exist in Production)

Level 0 master data objects:

These will be copied over to the staging area of the migration workbench but will need to be manually committed to the new production tenant:

BANK_DIRECTORY (bank directories)

ORG_CENTER (organizational structure)

JOB (jobs)

PRODUCT_CATEGORY (product categories)

L0_TRANSPORT_LANE (transport lanes)

L0_TRANSPORT_ZONE (transport zones)

Level O master data is automatically transferred to migration templates which then sit in the staging area as prepopulated templates awaiting import by the user into the production tenant.

Customisations Requiring Export from Test and Import into Production System

Many configurations that have been created in the test tenant will require exporting out of the test system, saving on to your desktop and then importing into the new production system via the import function in each of the respective business objects or workcentres.

The non exhaustive list below gives you an idea of the type of customisations requiring export from Test then import into Production:

Code list mapping

ID mapping

Customised and New Reports

KPIs & Dashboards

Forms

Custom objects

Language Adaptations

OData service

Organisation chart (if not accepted via Level 0 data transfer)

Lead routing

Realignment runs

Customisations which have to be manually redone in the Production tenant.

There are some customisations which cannot be copied or imported into the Production tenant.

Below are some of the customisations which have to be manually redone in the production system.

Business roles

Workflow rules

Work Distribution

Email and fax settings

Service Level Agreements

Mashup authoring

Report assignment to workcenters

The extent and nature of the replication work required will of course depend on the scope of the solution being implemented.

I hope this helps to guide fellow SCN users during their project implementations.

Regards

Majid