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2015-12

SAP Cloud for Customer Administrator


Guide

Content

About SAP Cloud for Customer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

1.1

SAP Cloud for Customer Feature Matrix. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

1.2

SAP Cloud for Sales: Solution Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20

1.3

SAP Cloud for Service: Process Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Getting Started. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

2.1

Creating Administrators in SAP Cloud for Customer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24


Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

2.2

Getting Started for SAP Cloud for Sales and Marketing Administrators. . . . . . . . . . . . . . . . . . . . . . . . .27
Creating Administrators in SAP Cloud for Customer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Prepare and Configure Your Implementation Project. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Create or Upload Job Definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Setting Up Your Sales Organization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Enter or Migrate Employee Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Enable Single Sign-On. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35
Adapting the User Interface for Your Company. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Configuring Business Roles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Create Business Roles (optional). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Migrate Adaptation Changes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Maintain Business Users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Set Up Retail Execution (optional). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
More Tasks for Getting Started for SAP Cloud for Sales and Marketing Administrators. . . . . . . . . . . 41

2.3

Getting Started for SAP Cloud for Service Administrators. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46


Setup and Configuration Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

2.4

Getting Started for SAP Cloud for Social Engagement Administrators. . . . . . . . . . . . . . . . . . . . . . . . . 53


Setup and Configuration Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

2.5

Getting Started for Industries Administrators. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62

2.6

Getting Started for HTML5. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62


Setup and Configuration Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

2.7

Usage Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Performance Reports : Usage and Response Times. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

2.8

Control Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Systems Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
System Availability Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Maintenance Schedule Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Contact Details Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
User Subscriptions Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

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

SAP Cloud for Customer Administrator Guide


Content

2.9

Background Jobs Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82


Business background. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

2.10

Monitoring Background Jobs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84


Business background. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

2.11

Create Business Data Using Microsoft Excel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

2.12

Export Business Data Using Microsoft Excel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

2.13

About Incidents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89


Business background. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Handling Incidents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

2.14

Change Projects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112


Prepare a Change Project. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .113
Complete Activity List - Change Project. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Update Change Project. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Simulate Merge with Production System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Scoping. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

3.1

How Scoping Works. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

3.2

Enabling Features in Scoping for SAP Cloud for Sales. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124


Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

3.3

Enabling Features in Scoping for SAP Cloud for Service or Social Engagement. . . . . . . . . . . . . . . . . . 132
Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

3.4

Enabling Features in Scoping for Industries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .141

3.5

Enabling SAP CRM Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

3.6

Enabling SAP ERP Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

3.7

External Customer Service Portal Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

4.1

Installing the SAP Cloud for Customer Add-In for Microsoft Outlook. . . . . . . . . . . . . . . . . . . . . . . . . 147
Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

4.2

Enabling SAP CRM Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

4.3

Enabling SAP ERP Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

4.4

External Customer Service Portal Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152


Configuring an External Customer Service Portal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

4.5

Integration with SAP Real-Time Offer Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155


Process Flow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

4.6

Avention Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161


Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162

4.7

Service Explorer Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164


Business background. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

SAP Cloud for Customer Administrator Guide


Content

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

Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166


4.8

Communication Systems Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167


Business background. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

4.9

Communication Arrangements Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169


Business background. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .170

4.10

Mashups and Web Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .179


Mashup Web Services Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Create a Mashup Web Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Mashup Authoring Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Flexibility Change Log Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Configuring External Search Sources. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
Configuring Bing Maps for Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Configuring Knowledge Base Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
VIDEO: Creating a Knowledge Base Mashup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Configuring the URL Shortener. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .196
Configuring the Chat URL Generator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
VIDEO: Enabling Chat for SAP Cloud for Customer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Configuring Klout. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Setting up a Mashup Web Service for SAP Social Media Analytics by NetBase. . . . . . . . . . . . . . . . 199
Web Service Message Monitoring Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202

4.11

Data Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204


Material Replication Requests Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Update Business Roles in Cloud for Customer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Managing Organizational Structures Replication Requests. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .208
Working in the Employee Staging Area. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
Custom Countries for Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
Integrating Work Ticket in Cloud with SAP ERP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
Setting Up OData Notifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .216

4.12

Partner Channel Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .218


Setting Up Your Partner Portal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
Inviting Partner Contacts to Use the Partner Portal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
Activating Deal Registration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .226

4.13

Configuring Integration Monitoring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229


Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

4.14

Configuring Code Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231


Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Configuring Automatic Code List Mapping. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
Configuring Manual Code List Mapping. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237

4.15

Computer Telephony Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239

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

SAP Cloud for Customer Administrator Guide


Content

4.16

Prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239

4.17

Architecture. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240

4.18

Enabling Inbound Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241

4.19

Enabling Outbound Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243

4.20

Creating a Security Certificate for HTTPS-Enabled Computer Telephony Integration (CTI). . . . . . . . . .244
Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244

4.21

Configuring CTI Integration for SAP Contact Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245

Data Migration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

5.1

Configuring Data Integration and Maintenance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247


Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247

5.2

Configuration: Prepare for Data Migration in a First Implementation. . . . . . . . . . . . . . . . . . . . . . . . . .249

5.3

Uploading Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250

5.4

Recommended Sequence for Uploading Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .253

5.5

Mass Data Maintenance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254

5.6

Include Roles When You Upload Employee Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256

5.7

Assign Business Roles to Employees During Employee Replication. . . . . . . . . . . . . . . . . . . . . . . . . . 256

5.8

Configuration: Migration of Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257


Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Follow-On Activities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259

5.9

Migrating Account Hierarchies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259


Prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Business background. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Follow-On Activities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262

5.10

Uploading Territories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262

5.11

Migration of Social Media User Profiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263


Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
Follow-On Activities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264

Fine-Tuning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265

6.1

How the Activity List Works. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265

6.2

General Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266


Choosing a Default Client. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267
Configuring Job Definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
Configuring Employees. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Configuring Activities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
Configuring Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
Configuring Currencies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
Maintaining Quantities and Units of Measure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290
Enable Single Sign-On. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
E-Mail and Fax Queues Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293

SAP Cloud for Customer Administrator Guide


Content

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

Form Template Selection Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295


Output Channel Selection Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296
Configuring Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 298
Party Processing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310
Predetermining URLs for Direct Navigation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314
About Business Task Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317
6.3

Sales and Marketing Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 318


Configuring Leads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319
Configuring Opportunities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 327
Configuring Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .331
Configuring Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 334
Enabling Microsoft Outlook for Sales Users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 348
Configuring Sales Planning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349
Quick Guide for Price Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .353
Quick Guide for Overall Customer Discount. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .356
Retail Execution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357
Configuring Marketing Permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371
Territories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 373
Configuring Response Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .383
Configuring the Deal Finder. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384
Configuring the Influencer Map. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 389
E-Mail Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 391
Activating Direct E-Mail Campaigns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 396

6.4

Service and Social Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .397


Configuring Installed Base. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .398
Complaint Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 402
Configuring Maintenance Plans. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 403
Enabling Resource Scheduler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .410
Enable SAP Multiresource Scheduling (MRS) Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 412
Configuring Individual Customers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .416
Configuring Tickets for Customer and Employee Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .422
Configuring Ticket Routing Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427
Configuring Service Level Agreements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 432
Communication Channels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 439
Enabling Social Media Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 459
Configuring Social Media Message Prioritization Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 461
Creating or Editing a Social Media Message Import Run. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 464
Adapting Support Portal Screens. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 470
Enabling Partner Support via Support Portal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 472

Configuring Organizational Structures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 474


Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .474

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

SAP Cloud for Customer Administrator Guide


Content

7.1

VIDEO: Setting Up Service Teams. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 479

User Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .480

8.1

Business Users Quick Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 481


Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .481

8.2

Configuring Business Roles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 487


Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 488
Create Business Roles Manually. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 488
Replicate Business Roles in the Staging Area. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 513
Edit Business Roles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 514
Delete Business Roles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 514
Assign Business Users to Active Business Roles Manually. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .515
Restrict Access to Work Centers, Views, or Fields. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 515

8.3

Partner Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .520


Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 521

8.4

Creating Employee Delegates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 522

8.5

Data Privacy Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 523


Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 524

Adaptation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 526

9.1

Adding Company-Specific Help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 527

9.2

Adapting the User Interface for Your Company. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .528


Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 528

9.3

Configuring Code List Restrictions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 530


Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 530

9.4

Migrate Adaptation Changes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 531

9.5

Custom Business Objects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .532


Creating a Custom Business Object. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 532
Enhancing the Script Files for Custom Business Object. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 533
Transporting to Productive Tenant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .533
Modelling a Custom Business Object: General. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 534

9.6

Administrator Adaptation Quick Guide (HTML5). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .536


Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 537

9.7

Administrator Adaptation Quick Guide (Microsoft Silverlight). . . . . . . . . . . . . . . . . . . . . . . . . . . . . .546


Business background. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 547
Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 548

9.8

Layout Change History. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .553

9.9

Master Template Maintenance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 554

9.10

Form Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 558


Edit a Form Template. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 559
Create a Form Template. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 561
Create a Translation or Country-Specific Variant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 562

SAP Cloud for Customer Administrator Guide


Content

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

Edit the Name or Description of a Form Template. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 563


Download a Template Variant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 563
Upload a Form Template Variant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 564
Create an E-Mail Template. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 564
Use a Form Template as an E-Mail Attachment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 565
9.11

Translating and Adapting UI Texts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .566


Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 567

10

Notifications, Workflow, and Approvals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .570

10.1

Configuring Workflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 571


Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 571
Send E-Mail Notifications to Visit Attendees and Visit Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . .575

10.2

Configuring Organizational Work Distribution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 575


Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 576

10.3

Configuring Employee Work Distribution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 577


Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 578

10.4

Configuring Approval Processes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 579


Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 580

10.5

Creating Employee Delegates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 583


Configuring Notifications for Delegates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .584

10.6

Enabling Approval Processes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 585


Prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 586
Business background. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 589
Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 592

10.7

Notification Opportunity Stalled. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 594

10.8

Notification Lead Aging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 594

11

Mobile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 596

11.1

About Mobile Device Administration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 596

11.2

Adding Custom Reports to SAP Customer Insight. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .597

11.3

Adding Extension Fields to Smartphones and Tablets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 598

11.4

Enabling Offline Mode for extended edition. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 599

11.5

Enabling Extension Fields for iPad Offline Mode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 601

11.6

iPad Offline Mode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 603


Supported Item Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 604

11.7

Defining External iOS App Navigation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 611

11.8

Configuring SAP Customer Insight for Marketing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 613


Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 613
SAP Customer Insight for Marketing: Social Media Tiles Integration. . . . . . . . . . . . . . . . . . . . . . . .615

12

Industry Solutions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 619


Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 619

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SAP Cloud for Customer Administrator Guide


Content

12.1

Automotive. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .620
Enabling Features in Scoping for SAP Cloud for Customer for Automotive. . . . . . . . . . . . . . . . . . . 621
Getting Started for Automotive Administrators. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 622

12.2

Banking. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 623
Enabling Features in Scoping for SAP Cloud for Customer for Banking. . . . . . . . . . . . . . . . . . . . . 624
Getting Started for SAP Cloud for Customer for Banking Administrators. . . . . . . . . . . . . . . . . . . . 629

12.3

Apparel and Footwear . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 633


Enabling Features in Scoping for SAP Cloud for Customer for AFS. . . . . . . . . . . . . . . . . . . . . . . . 634
Getting Started for SAP Cloud for Customer for AFS Administrators. . . . . . . . . . . . . . . . . . . . . . . 637

12.4

High Tech. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 644


Configuring Design Win Exchange. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 644

12.5

Higher Education and Research. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 648


Enabling Features in Scoping for SAP Cloud for Higher Education and Research. . . . . . . . . . . . . . 648
Getting Started for SAP Cloud for Higher Education and Research. . . . . . . . . . . . . . . . . . . . . . . . 650

12.6

Insurance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 652
Enabling Features in Scoping for SAP Cloud for Customer for Insurance. . . . . . . . . . . . . . . . . . . . 653

12.7

Retail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 655
About this document. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 656
Important tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 657
Enabling Features in Scoping for SAP Cloud for Customer for Retail. . . . . . . . . . . . . . . . . . . . . . . 657
Getting Started for SAP Cloud for Customer for Retail Administrators. . . . . . . . . . . . . . . . . . . . . . 661
Retail Scenarios. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 666

12.8

Utilities B2B Sales. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 667


Salient Features of the Utilities B2B Sales Solution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 667
Enabling Features in Scoping for SAP Cloud for Customer for Utilities B2B Sales. . . . . . . . . . . . . . 670
Getting Started for Utilities B2B Sales Administrators. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 673

12.9

Utilities Call Center Administrator Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 675


About SAP Cloud for Customer Utilities Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 676
Configure Integration with ERP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 689
Setup your Utilities Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .727
Extensibility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 731
Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 748
Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 748

12.10

Professional Services Administrator Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 749


What's New and What's Changed in November 2015. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 749
About SAP Cloud for Customer for Professional Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 750
Set-up Professional Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 751
Configure Integration with ERP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 753
(Optional) Implement Interfaces to Connect to External Systems. . . . . . . . . . . . . . . . . . . . . . . . . 761
Configure Business Scenarios. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 762
Monitoring and Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 770

SAP Cloud for Customer Administrator Guide


Content

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

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 11].

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 !

10

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About SAP Cloud for Customer

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 11]
SAP Cloud for Sales: Solution Overview [page 20]
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 21]
This topic displays the overview process for SAP Cloud for Customer for Service.

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.
Table 1: SAP Cloud for Sales
Included Work Centers

Included Work Center Views

Home Page

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.

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About SAP Cloud for Customer

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11

Included Work Centers

Included Work Center Views

Feed

Note
If your organization plans to use the SAP Jam Feed work
center view, then you must have a separate SAP Jam li
cense.

Account Hierarchy

ALL

Activities

ALL

Activity Planner

ALL

Administrator

ALL, except: Service and Social Settings

Analysis

ALL, except: Service Overview

Business Analytics

ALL

Business Configuration

ALL

Business Partners

ALL

Competitors

ALL

Customers

ALL

Data Integration

ALL

Data Privacy Management

ALL

iPad Offline

ALL

Library

ALL

Marketing

ALL

Mass Data Maintenance

ALL

Partners

ALL

People

ALL

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

ALL, except: Registered Products and Warranties

Sales

ALL

Service Control Center

ALL

Surveys

ALL

Visits

ALL

12

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About SAP Cloud for Customer

Table 2: SAP Cloud for Service


Included Work Centers

Included Work Center Views

Home Page

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.

Feed

Note
If your organization plans to use the SAP Jam Feed work
center view, then you must have a separate SAP Jam li
cense.

Account Hierarchy

ALL

Activities

ALL

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

Activity Planner

ALL

Administrator

ALL, except: Sales and Marketing Settings

Analysis

Only:

Service Overview

Dashboard

Executive

Manager

Performance

Reports

Business Analytics

ALL

Business Configuration

ALL

Business Partners

ALL

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About SAP Cloud for Customer

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13

Included Work Centers

Included Work Center Views

Contracts

ALL

Customers

ALL

Note
Target groups are not supported in SAP Cloud for Service.

Customer Service

ALL, except: Social Media Messages

Data Integration

ALL

Data Privacy Management

ALL

iPad Offline

ALL

Library

ALL

Mass Data Maintenance

ALL

People

ALL

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

Products

Only:

Products

Product Categories

Registered Products

Warranties

Service Control Center

ALL

Surveys

ALL

Tickets

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

14

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SAP Cloud for Customer Administrator Guide


About SAP Cloud for Customer

Table 3: SAP Cloud for Social Engagement


Included Work Centers

Included Work Center Views

Home Page

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.
Feed

Note
If your organization plans to use the SAP Jam Feed work
center view, then you must have a separate SAP Jam li
cense.

Account Hierarchy

ALL

Activities

ALL

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

ALL

Administrator

ALL, except: Sales and Marketing Settings

Analysis

Only:

Service Overview

Dashboard

Executive

Manager

Performance

Reports

Business Analytics

ALL

Business Configuration

ALL

Business Partners

ALL

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About SAP Cloud for Customer

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15

Included Work Centers

Included Work Center Views

Customers

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.
Customer Service

ALL

Data Integration

ALL

Data Privacy Management

ALL

iPad Offline

ALL

Library

ALL

Mass Data Maintenance

ALL

People

ALL

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

Only:

Products

Product Categories

Registered Products

Warranties

Service Control Center

ALL

Surveys

ALL

Tickets

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

16

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SAP Cloud for Customer Administrator Guide


About SAP Cloud for Customer

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

SAP Cloud for Customer Administrator Guide


About SAP Cloud for Customer

Features

Deal finder

Influencer map

Lead Scoring

Marketing Funds

Field Service

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17

Option
SAP Cloud for Customer, B2B industry user option

Features

SAP Cloud for Customer for High Tech


Table 5:

Work Center

Work Center Views

Design Registration

ALL

SAP Cloud for Customer for Utilities


Table 6:

Work Center

Work Center Views

Utilities

ALL

SAP Cloud for Customer for Retail


Table 7:
Work Center

Work Center Views

Activities

In addition to the standard


views, the following retailspecific views are availa
ble:

Products

Store Events

Time Entry

In-Store Activity

In addition to the standard


views, the following retailspecific view is available:

In-Store Products

Offers

ALL

Stores

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
Sales

Additional Tab
Projects

Opportunities

18

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SAP Cloud for Customer for Banking

SAP Cloud for Customer Administrator Guide


About SAP Cloud for Customer

Option

Features
Table 9:

Work Center

Work Center View

Customers

Household

SAP Cloud for Customer for Automotive


Table 10:

Work Center

Work Center View

Products

Vehicle Management

SAP Cloud for Customer for Consumer Packaged


Goods
Table 11:
Work Center

Work Center View

Activity Planner

Activity Planner, Routing


Rules

Products

Product Lists

Sales

Sales Orders

Marketing

Promotions

Visits

Additional CPG-specific
views are delivered: Visit
Planner, Visits, Routes,
and Tours

Surveys

Surveys

Parent topic: About SAP Cloud for Customer [page 10]

Related Information
SAP Cloud for Sales: Solution Overview [page 20]
SAP Cloud for Service: Process Overview [page 21]

SAP Cloud for Customer Administrator Guide


About SAP Cloud for Customer

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

19

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 10]

Related Information
SAP Cloud for Customer Feature Matrix [page 11]
SAP Cloud for Service: Process Overview [page 21]

20

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SAP Cloud for Customer Administrator Guide


About SAP Cloud for Customer

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
SAP Cloud for Customer Administrator Guide
About SAP Cloud for Customer

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21

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 10]

Related Information
SAP Cloud for Customer Feature Matrix [page 11]
SAP Cloud for Sales: Solution Overview [page 20]

22

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SAP Cloud for Customer Administrator Guide


About SAP Cloud for Customer

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 24]
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 27]
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 46]
Enabling scoping and configuring system and settings for SAP Cloud for Customer for Service.
Getting Started for SAP Cloud for Social Engagement Administrators [page 53]
Enabling scoping and configuring system and settings for SAP Cloud for Customer for Social Engagement.
Getting Started for Industries Administrators [page 62]
This topic contains references to the configuration topics for industry solutions.
Getting Started for HTML5 [page 62]
Follow steps in this topic to setup your default client to HTML5 and configure your system.
Usage Statistics [page 64]
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

The following key statistics are currently provided:

Control Center [page 72]


Learn where and how to check important system information like your tenant maintenance schedule, and
your user subscriptions.
Background Jobs Quick Guide [page 82]
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 84]
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 86]
You can use Microsoft Excel to create business data in your solution.
Export Business Data Using Microsoft Excel [page 87]
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 89]

SAP Cloud for Customer Administrator Guide


Getting Started

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23

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 112]
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.

24

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SAP Cloud for Customer Administrator Guide


Getting Started

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
Users

Administrator

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.

SAP Cloud for Customer Administrator Guide


Getting Started

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25

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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Getting Started

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.

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Getting Started

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27

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

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Application and User Management

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User and Access Management

Business Users .

SAP Cloud for Customer Administrator Guide


Getting Started

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

Administrator

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
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Getting Started

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29

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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Getting Started

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 270]

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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Getting Started

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31

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
following principles:

Administrator

Org Structures , we recommend that you observe the

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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Getting Started

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

4. Choose

Activate

Check Selected Structure

to ensure that the org structure is correct and consistent.

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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Getting Started

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

33

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
to request an ID.
Marketplace at http://service.sap.com/request-user
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35

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 companys 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. For more information, see
Setting up the Home Page and Customer Insight
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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37

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 488]
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 513]
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 514]
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 514]
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 515]
You can assign business users to roles one at a time in the system.
Restrict Access to Work Centers, Views, or Fields [page 515]
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 520]

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Getting Started

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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39

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 481]

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 124]
Configuring Visits [page 358]
Designing Surveys [page 363]

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Getting Started

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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41

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 353].
For more information about discount lists, see the Quick Guide for Overall Customer Discount [page 356].

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 193].

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 597].

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 155].
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 396].
You can set up e-mail templates to use for your campaigns. For more information, see Templates for E-Mail
Campaigns [page 391].
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 396].

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 161].

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 520]. 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 124].
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 644].

Enable the Business Card Scanner to Create Leads (optional)


1. Purchase from ABBYY, at http://cloud.ocrsdk.com
scans for your company.

, the appropriate number of licenses for business card

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
124].

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 124].

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
to request one.)
visit SAP Service Marketplace at http://service.sap.com/request-user

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 12: Key Tasks and Activities for Customer Service Features
Phase

Activity

Edit Project Scope

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 .

Activity List

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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47

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, watch the video
Enabling Chat

(7m 23s) or see Configuring the Chat URL Generator.

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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Getting Started

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 dataeither 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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51

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 196], or see Configuring
Knowledge Base Integration [page 194].

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 132].

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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53

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 13: Key Tasks and Activities for Customer Service and Social Media Features
Phase

Activity

Edit Project Scope

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.

Activity List

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 267] and Getting Started for HTML5 [page 62].
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55

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 481].

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 479], or see Configuring Organizational Structures [page 474].

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 199].
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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57

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 449].

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 153].

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 198] or see
Configuring the Chat URL Generator [page 197].

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
to request an ID.
visit the SAP Service Marketplace at http://service.sap.com/request-user

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 422].

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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 dataeither 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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59

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 196], or see Configuring
Knowledge Base Integration [page 194].

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 196].

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 198].

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 192].

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 637]
Getting Started for Automotive Administrators [page 622]
Getting Started for SAP Cloud for Customer for Banking Administrators [page 629]
Configuring Design Win Exchange [page 644]
Getting Started for SAP Cloud for Higher Education and Research [page 650]

Set-up Professional Services [page 751]


Getting Started for SAP Cloud for Customer for Retail Administrators [page 661]
Enabling Features in Scoping for SAP Cloud for Customer for Utilities B2B Sales [page 670]
Setup your Utilities Call Center [page 727]

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 users 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 14:
Work Center

Views

Product Areas

Administrator

All

All

(SEODADMINWCF)

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Work Center

Views

Product Areas

Business Configuration

All

All

All

All

All

All

All

All

All

All

All

All

Sales

Pipeline Simulation

Sales

(COD_SALES_WCF)

(OPPORTUNITYPIPELINESIMULATION_)

Activity Planner

All

(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

(ACTIVITYWORKLIST)

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
statistics are currently provided:

Usage Statistics

The following key

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 ()

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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 66]
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

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 15:
Reports Business Function

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Name of Report

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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.

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
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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 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
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.

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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.
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.
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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
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.

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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.

(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
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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 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 64]

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 72]
Attain an overview of your active and decommissioned systems, and their current status.
System Availability Quick Guide [page 75]
Find information about productive system availability and downtimes.
Maintenance Schedule Quick Guide [page 75]
Determine maintenance activities for your productive and non-productive systems.
Contact Details Quick Guide [page 77]
Access an overview of the information maintained for your contacts.
User Subscriptions Quick Guide [page 79]
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.

Tasks
Sort System Information
Active and Decommissioned Systems

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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.
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.
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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 16:
User Type

Functionality

Standard Self-Service User

Self-service and data-entry tools.


This includes, but is not limited to:

Project Management Self-Service User

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:

SCM Self-Service User

Update project task information

Create and manage project-related work packages

Assign project team members to work packages

Efficient checklist handling

Document collaboration

The standard self-service user functionality as listed above,


plus:

Data entry and task confirmation using terminals or other


devices

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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

The standard self-service user functionality as listed above,


plus:

Standard Enterprise User

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

SCM Standard Enterprise User

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

Order preparation and scheduling

Production monitoring and control

Operations tracking and tracing

inventory, and stock transfer

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
Management

Application and User Management

User and Access

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

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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 100]
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 17: 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

Business Impact

High

Key business processes are affected and important tasks cannot be carried out. The incident re
quires prompt attention because it could delay business processes.

Medium

Business processes are affected, but the incident has only a minor impact on business productivity.

Low

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 18: Incident Status Descriptions
Status

Description

New

The incident has recently been reported and has not yet been
taken over for processing.

In Process

The incident is being processed.

In Process Provider Action

The processor has forwarded the incident to the provider,


from whom action is now required.

In Process Requester Action

Action is required on the part of the requester of the incident.

In Process Solution Proposed

A solution has been proposed to the requester, from whom


action is now required.

In Process Reopened

The requester has rejected a proposed solution and the inci


dent requires further action on the part of the processor.

Completed Solution Accepted

The requester has accepted a proposed solution and the inci


dent is resolved from his or her point of view.

Completed Solution Rejected

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.

Completed

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

Description

Closed

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.

Closed Solution Accepted

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 19: Incident Status Descriptions
Status

Description

New Incidents

Incidents that have not yet been taken over for processing.

My Open Incidents

Open incidents for which you are specified as the processor.

Incidents Where Provider Needs More Information

Incidents that the provider has returned to the processor with


a request for additional information to help resolve the issue.

Incidents with Solution Proposal from Provider

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 in Process

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.

My Team's Open Incidents

Incidents for which your team is responsible. (The team is


based on your organizational assignment.)

Incidents in Process by Provider

Incidents that have been forwarded to your provider, who is


currently attempting to find a solution to the issue reported.

Incidents Requiring Action by Requester

Incidents that have been returned to the requester with a pro


posed solution or a request for additional information.

Completed Incidents

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

Description

Closed Incidents

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

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 20:
Status

Description

Blank

The provider has not proposed a solution.

Proposed

The provider has proposed a solution.

Rejected

The processor has rejected the provider's solution and re


turned the incident to the provider for further analysis.

More Info Needed

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.

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 chooseGo.

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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 SAPs 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 89]

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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 21: 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.

High

Key business processes are affected and important tasks cannot be carried out. The incident re
quires prompt attention because it could delay business processes.

Medium

Business processes are affected, but the incident has only a minor impact on business productivity.

Low

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 22: Incident Status Descriptions
Status

Description

New

The incident has recently been reported and has not yet been
taken over for processing.

In Process

The incident is being processed.

In Process Provider Action

The processor has forwarded the incident to the provider,


from whom action is now required.

In Process Requester Action

Action is required on the part of the requester of the incident.

In Process Solution Proposed

A solution has been proposed to the requester, from whom


action is now required.

In Process Reopened

The requester has rejected a proposed solution and the inci


dent requires further action on the part of the processor.

Completed Solution Accepted

The requester has accepted a proposed solution and the inci


dent is resolved from his or her point of view.

Completed Solution Rejected

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.

Completed

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.

Closed

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.

Closed Solution Accepted

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 23: Incident Status Descriptions
Status

Description

New Incidents

Incidents that have not yet been taken over for processing.

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Status

Description

My Open Incidents

Open incidents for which you are specified as the processor.

Incidents Where Provider Needs More Information

Incidents that the provider has returned to the processor with


a request for additional information to help resolve the issue.

Incidents with Solution Proposal from Provider

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 in Process

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.

My Team's Open Incidents

Incidents for which your team is responsible. (The team is


based on your organizational assignment.)

Incidents in Process by Provider

Incidents that have been forwarded to your provider, who is


currently attempting to find a solution to the issue reported.

Incidents Requiring Action by Requester

Incidents that have been returned to the requester with a pro


posed solution or a request for additional information.

Completed Incidents

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.

Closed Incidents

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

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 24:
Status

Description

Blank

The provider has not proposed a solution.

Proposed

The provider has proposed a solution.

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Status

Description

Rejected

The processor has rejected the provider's solution and re


turned the incident to the provider for further analysis.

More Info Needed

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.

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 25: Repository Types
Repository

Description

Community Resour

Discussion forums in which users can post questions and discuss topics

ces
Troubleshooting

A collection of common problems, along with their solutions or workarounds

Built-In Help

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 SAPs 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.
Prepare a Change Project [page 113]
After your initial implementation goes live, you can use a change project to adapt the capabilities and
behavior of the solution.
Complete Activity List - Change Project [page 116]
Step through the activities that you need to complete before your change project can be merged with your
live solution.
Update Change Project [page 120]
Update a change project with scoping and fine-tuning changes that have been made to the production
system since the change project was created.
Simulate Merge with Production System [page 121]
Before merging a change project with the production system, you can simulate the process to check for
possible issues

2.14.1 Prepare a Change Project


After your initial implementation goes live, you can use a change project to adapt the capabilities and behavior of
the solution.

Context
The main task of preparing a change project is selecting scoping elements and reviewing scoping questions. In
addition, you identify mandatory and optional fine tuning activities for implementing the changes.
The live solution is not affected by the changes until they are merged with the production system.

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Procedure
1. Under

Business Configuration

Implementation Projects , click New to create a new change project.

To edit the scope of a change project you created previously, select the project and click Edit Project Scope.
2. Optional: On the Select Scenario step, select a change scenario that SAP has defined for typical businessdriven changes, for example, adding or removing a country.
To learn about a particular change scenario, click the title of the change scenario.

Note
At this or any subsequent step of the guided activity, you can click Project Details to view either a basic or
complete overview of your change project.
3. On the Adjust Scoping step, adjust the capabilities that you want in your solution.
The solution capabilities are structured as a hierarchy of scoping elements: Business areas contain business
packages, and business packages contain business topics. Certain elements are mandatory for your scope
and cannot be deselected.

Note
The system has built-in rules to ensure that all selections you make are logical and consistent from a
business and technical point of view. When you make a selection, the system makes the necessary
additional selections automatically. If you make a selection that the system does not allow, a warning icon
will display in the Conflict column next to each affected scoping element. For guidance on how to resolve
the issue, you can select an element and review Dependency. To quickly identify all elements with
conflicts, you can select Elements with Conflicts from the Show list.
a. Open the first business area in the hierarchy.
b. Within the first business area, choose the business packages and topics that you want to adjust.
c. Repeat for each business area as required.
d. Review the changes you made in this step of the guided activity as well as the changes made
automatically by the system.
The history of changes is cleared once you proceed to the next step.
e. Click Next to continue.
4. On the Review Questions step, answer the scoping questions for any adjustments you've made.
Scoping questions appear at the business topic level. Certain items are mandatory for your scope and cannot
be changed.
a. Select a desired business area, then select a business topic.
Related groups of scoping questions appear on the right side of the screen. Each new group initially
displays the Not Reviewed status.
b. Review the questions within each group and, if necessary, change the In Scope status.
To learn more about a question, click Details and review the information on Overview, Relevance, and
Dependency.
The information on Dependency changes based on the state of the scoping element. If it is possible to
change the selection for the element, the tab lists a simulation of the system selections that would result.

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If it is not possible to change the selection for the element, the tab lists the elements that caused its
current state. If the element is in conflict with other selections, the tab lists them so that you can decide
which selections to reverse.
c. Repeat for each subsequent business area.
d. Choose Display Scope Changes to review the changes you made in this step of the guided activity as well
as the changes made automatically by the system.
The recent changes are listed in descending order.
The history of changes is cleared once you proceed to the next step.
e. Click Next to continue.
5. On the Complete Project Setup step, review the summary of changes and provide additional information
about your change project.
a. Review the Summary of Changed Elements and, if necessary, click an element type to go back to the
corresponding step in the guided activity.
For example, choose Scoping to go back to the Adjust Scoping step.
b. Enter the Title and Description for your change project under General Information.
c. Optional: include two additional types of activities to the activity list for your change project under How to
Proceed :
Milestones: progress markers for your change project. They are not necessary for the successful
implementation of a change project and must be added to the activity list manually, if desired.
Instructional Activities: provide instruction and guidance. To include these activities in the activity
list, select Include Instructional Activities in Activity List.
d. Select the Start Date and End Date for your change project under Planned Implementation Timeline.
e. Choose Finish.

Note
Scope changes can lead to inconsistencies in the solution profile that have to be resolved before you
can start the implementation of your changes. In case inconsistencies are detected, a window appears
giving you two options:
Cancel the finalization of the change project.
Continue to the next step, save the project with inconsistencies, and resolve these at a later stage.
6. Review your scoping results at the Confirmation step, then choose Close to return to the Implementation
Projects view and start implementing you change project.

Results
Based on your decisions, the system generates the activity list for your change project.
You can now:
Start working on the activities in your activity list
View a basic or detailed summary of your change project
If inconsistencies are present, a message appears stating the change project has been saved, but with
inconsistencies in some fine-tuning settings. Instead of a link to Open Activity List to Implement Changes, a link
to the Resolve Inconsistencies screen appears.
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Note
Any scoping decisions you make as part of your change project are deployed when you complete the
Merge Changes with Production System activity in the activity list. After completing this activity you
cannot adjust the scope of this change project.
Any scoping changes you make may affect the organizational structure. Therefore, you should always
check the consistency of the organizational structure, which you can access from the Perform
Organizational Structure Setup activity in the Fine-Tune phase of the activity list, or from the
Organizational Management work center.
To check the consistency after making scoping changes, go into Edit mode (the Planning Area), and then
choose Activate All. Any inconsistencies will appear as messages, which you must resolve.

Task overview: Change Projects [page 112]

Related Information
Complete Activity List - Change Project [page 116]
Update Change Project [page 120]
Simulate Merge with Production System [page 121]

2.14.2 Complete Activity List - Change Project


Step through the activities that you need to complete before your change project can be merged with your live
solution.

Procedure
1. Open

Business Configuration

Implementation Projects .

2. Select your change project and choose Open Activity List.


All the activities are displayed in one list and the Phase column indicates to which phase the activity belongs.
3. Complete activities in this sequence:
a. Select the first activity and choose Open.
b. Read the instructions accompanying the activity, and complete the activity as specified.
c. Click Save if required, and close the activity.
d. Repeat the above steps for each activity.

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Note
Prerequisites Exist: Some activities have to be completed before others. If there are prerequisites
for an activity, you can see which activities must be completed by choosing Yes in the
Prerequisites Exist column.
Repetition Required: Some activities have to be repeated in other systems because the data in
these activities cannot be copied automatically to another system. For example, if you complete an
activity in your test system, you must also repeat this activity in your production system. In the
Activity List, you can see which activities have to be repeated in the Repetition Required column.
4. Change the status of each completed activity on the Activity List screen to Closed. Select each activity,
choose Change Status, and select Closed.

Note
Each activity has a status indicator showing whether the activity is open, in process, or closed.
At the top of the screen, you can see the total number of activities in the Activity List for the selected
phase, as well as how many are open, in process, and closed.

Task overview: Change Projects [page 112]

Related Information
Prepare a Change Project [page 113]
Update Change Project [page 120]
Simulate Merge with Production System [page 121]
Activity List Phases - Change project [page 117]

2.14.2.1 Activity List Phases - Change project


You can work through the activity list per phase as in the first implementation project.

Prepare Phase
Complete and close the activities in this phase.
If you included milestones in the activity list of your change project, you need to close the Confirm Milestone:
Design Accepted milestone as well.
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Fine Tune Phase


Complete and close the activities in this phase.
If you included milestones in the activity list of your change project, you need to close the Confirm Milestone:
Solution Accepted milestone as well.
Additional Information
Some of the activities in this phase have additional information to assist you in completing them. You can
access the additional information directly in the Help Center.
Mandatory and Optional Activities
The Activity List contains the mandatory activities derived from the scope of your change project as well as
optional activities you selected for inclusion while preparing the change project. You can add more optional
activities to your Activity List.
Translate Configuration Settings
You can translate your configuration settings in fine-tuning activities into other languages, if required.
Restore Default Fine-Tuning Settings
You can delete predefined fine-tuning settings. To do this, select a fine-tuning setting and choose Delete.
You can also restore the predefined fine-tuning settings that you have deleted. To do this, choose Restore
Defaults.

Integrate and Extend Phase


The steps you take to complete activities in the Integrate and extend phase depend on whether you are using a
separate test system, or if you are working on your productive system.

Separate Test System


1. Complete all migration activities.
2. Complete and close the Activate Solution Capabilities activity.
This triggers the activation of work centers and views included in your change project.
3. Perform tests in your test system.
4. Merge your changes back to the production system.
5. Repeat all migration activities on your production system:
Migrate your basic data and master data.
Open the Activate Solution Capabilities activity.
This triggers the activation of work centers and views that you changed with your change project.
Choose Confirm to adapt and expand your business processes to incorporate the newly configured
functionality.
Choose Close to return to the activity list.
6. Migrate your transaction data.

Productive System
1. Complete all migration activities.
2. Complete and close the Activate Solution Capabilities activity.
This triggers the activation of work centers and views included in your change project.

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3. Merge your changes back to the production system.


4. Migrate your basic data and master data.
5. Open the Activate Solution Capabilities activity.
This triggers the activation of work centers and views that you changed with your change project.
Click Confirm to adapt and expand your business processes to incorporate the newly configured functionality.
Click Close to return to the activity list.
6. Migrate your transaction data.
7. Complete any other activities grouped in this phase.

Test Phase

Note
Before continuing to work on activities grouped in the Test phase, we recommend you update the project with
scoping and fine-tuning changes that have been made to the production system since the change project was
created.
Complete and close the activities in this phase.
If you included milestones in the activity list of your change project, you need to close the Confirm Milestone: GoLive Readiness Accepted milestone as well.

Go Live Phase

Note
Before continuing to work on activities grouped in the Go Live phase, we recommend you simulate the merge
back to the production system to ensure your changes do not contradict decisions made already.
Merge your changes back to the production system.
1. Open the Merge Changes with Production System activity and choose Start Merge.
If your changes contradict decisions made in the production system since your project was created, you have
the opportunity to either keep the project settings or cancel the merge process.
When you cancel the merge process, you can manually synchronize the settings in your production system. In
addition, you need to repeat the activities related to master data. These are automatically reopened after the
merge.
If you cancel the merge process, you can choose Merge Reports to see the automatically created reports.
2. Choose Close to return to the Activity List.
In the Reports view, you can run the Configuration Change History report to display a complete change history
for all fine-tuning settings that are in scope for your solution and that you have fine-tuned or that have been
changed by an update. The report also displays the change history for fine-tuning settings that were deselected
and, thus, that are not in scope.
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Related Information
Update Change Project [page 120]
Simulate Merge with Production System [page 121]

2.14.3 Update Change Project


Update a change project with scoping and fine-tuning changes that have been made to the production system
since the change project was created.

Context
Updating is especially useful if a change project is implemented over a long period of time during which other
change projects or immediate changes may have been applied to the production system.

Procedure
1. Choose the title of the change project on under

Business Configuration

Implementation Projects .

The Project Overview appears.


2. Choose ActionsUpdate Project from Production.
The Update Scoping and Fine-Tuning from Production view appears.
3. Choose Start Update.
4. If there are conflicts between the production system and the change project, choose between the project
settings or the production settings.

Results
The status of the update appears. To view the update report, which includes detailed information about the
update process and the issues that were encountered, click the see details link.
You can access the update report from the Project Overview as well. On the Project Overview, choose

Reports

Update History .

Task overview: Change Projects [page 112]

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Related Information
Prepare a Change Project [page 113]
Complete Activity List - Change Project [page 116]
Simulate Merge with Production System [page 121]

2.14.4 Simulate Merge with Production System


Before merging a change project with the production system, you can simulate the process to check for possible
issues

Context
The simulation does not affect the project or the production system.

Procedure
1. Choose the title of the change project on under

Business Configuration

Implementation Projects .

The Project Overview appears.


2. Choose

Actions

Simulate Merge .

The Simulate Merge view appears.


3. Choose Start Simulation.

Results
The status of the merge simulation is displayed. To view the merge simulation report, which includes detailed
information about the merge simulation process and the issues that were identified, click the see details link.
You can access the merge simulation report from the Project Overview as well. Project Overview as well. On the
Project Overview, choose

Reports

Simulation History .

Task overview: Change Projects [page 112]


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Related Information
Prepare a Change Project [page 113]
Complete Activity List - Change Project [page 116]
Update Change Project [page 120]

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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 123]
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 124]
You can turn on or turn off certain features of SAP Cloud for Customer during the scoping process.To set
up your 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 Social Engagement [page 132]
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 141]
This section provides list of references to the scoping topics for respective industry solutions.
Enabling SAP CRM Integration [page 142]
This document walks you through the steps of integrating SAP Cloud for Customer with SAP CRM.
Enabling SAP ERP Integration [page 144]
This document walks you through the steps of integrating SAP Cloud for Customer with SAP ERP.
External Customer Service Portal Integration [page 145]
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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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
choose Edit Project Scope.

Implementation Projects . Highlight the appropriate project and

Table 26:
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
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
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 132].

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
Edit Project Scope

Communication and Information Exchange

Implementation Projects

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
relationships with partners (such as resellers) and their contacts.

to manage business

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 259].
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.
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 358].
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
Allows realignment runs to remove territory assignments for accounts that, based on current rules,
qualify for no territories.
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

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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.
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.
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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 27].
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 142].
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.
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.
Expand

General Business Data

Product and Service Pricing .

Select Sales Price and Discount Lists, and decide whether to enable:
Base Price Lists

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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.

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.

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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 27]

3.3

Enabling Features in Scoping for SAP Cloud for Service


or 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.
To begin, go to Business Configuration
choose Edit Project Scope.

Implementation Projects . Highlight the appropriate project and

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 124].

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.

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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
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 27:
Scoping Elements

Sub-Elements

Marketing

Market Development > Competitor Information

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Scoping Elements

Sub-Elements
Campaign Management

Sales

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,
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

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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.
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.
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You must additionally enable computer telephony integration in


Service Request Management

Service

Customer Care

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 358].
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
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.

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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 HTTPSEnabled Computer Telephony Integration (CTI).

Note
You must additionally enable phone call recording in
Activity Management

Sales

Account and 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.
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
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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.
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.

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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 28:
Employee Support

Customer Care (Support)

Employee Support
Options

Knowledge Base

Knowledge Base Integration

Employee Support
Options

Knowledge Base

Knowledge Base

Base Options

Knowledge Base

Knowledge Base

Knowledge

Open KB Details in New Browser Window

Employee Support
Usage for Tickets

Service Request Management

Knowledge Base Integration

Enable SSO for Knowledge Base Integration

Employee Support

Customer Care

Ticket Management

Entitlement

Service Level Agreement

Customer Care

Service Request Management

Enable SSO for Knowledge Base Integration


Customer Care

Service Request Management

Open

KB Details in New Browser Window


Customer Care

Service Request Management

Service Level Agreement Determination

Determination
Employee Support

Ticket Management

Profanity

Check

Customer Care

Service Request Management

Profanity Check

Employee Support
E-Mail Channel Options

Communication Channel - Email


Maintain Service Requests

Customer Care

Service Request Management

Automatic Creation of Service Requests from E-Mails

Automatically from Incoming E-Mails


Employee Support

Analysis for Employee Support

Ticket History

Expand

Communication and Information Exchange

Customer Care

Service Request Management

Service Request History

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

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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.
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.

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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.

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 621]
Enabling Features in Scoping for SAP Cloud for Customer for AFS [page 634]
Enabling Features in Scoping for SAP Cloud for Customer for Banking [page 624]
Enabling Features in Scoping for SAP Cloud for Sales [page 124]
Enabling Features in Scoping for SAP Cloud for Higher Education and Research [page 648]
Enabling Features in Scoping for SAP Cloud for Customer for Insurance [page 653]
Scope Features under Business Configuration [page 751]
Enabling Features in Scoping for SAP Cloud for Customer for Retail [page 657]
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Enabling Features in Scoping for SAP Cloud for Customer for Utilities B2B Sales [page 670]
Scoping [page 728]

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
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/request to request one.)
user

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.

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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.
For information about scoping your solution to enable this capability, see Enabling Features in Scoping for SAP
Cloud for Sales [page 124].
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 153].

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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 .
Installing the SAP Cloud for Customer Add-In for Microsoft Outlook [page 147]
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.
Enabling SAP CRM Integration [page 142]
This document walks you through the steps of integrating SAP Cloud for Customer with SAP CRM.
Enabling SAP ERP Integration [page 144]
This document walks you through the steps of integrating SAP Cloud for Customer with SAP ERP.
External Customer Service Portal Integration [page 145]
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.
Integration with SAP Real-Time Offer Management [page 155]
SAP Real-Time Offer Management (RTOM) is a real-time decision solution that provides intelligent
product offers and messages during customer interactions. This topic
Avention Integration [page 161]
This topic describes how to integrate SAP Cloud for Customerwith Avention.
Service Explorer Quick Guide [page 164]
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 167]
In the Communication Systems view, you can create and edit communication systems to exchange
business documents electronically.
Communication Arrangements Quick Guide [page 169]
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 179]
Learn how to get, use, access and configure mashups.
Data Integration [page 204]
To support your overall integration approach, several data integration tools are available including
material and employee replication and OData notifications.
Partner Channel Management [page 218]
If you work together with partners to make sales, you can allow them to share certain sections of your SAP
solution, allowing closer collaboration.

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Configuring Integration Monitoring [page 229]


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 231]
In this topic, you can get an overview of all configuration required for code list maintenance.
Computer Telephony Integration [page 239]
Prerequisites [page 239]
These items are required to integrate your CTI solution to SAP Cloud for Customer.
Architecture [page 240]
A high level overview of the architecture that allows CTI integration with SAP Cloud for Customer.
Enabling Inbound Calls [page 241]
URL parameters required to enable inbound phone calls.
Enabling Outbound Calls [page 243]
How to build your DLL file to enable outbound phone calls.
Creating a Security Certificate for HTTPS-Enabled Computer Telephony Integration (CTI) [page 244]
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.
Configuring CTI Integration for SAP Contact Center [page 245]
Set up the solution to use native CTI support, rather than the CTI adapter plug-in.

4.1

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 29:
Microsoft Outlook Version

Action

2007

Enable the view SAP Cloud for Customer.

2010 and 2013

Enable the add-in SAP Cloud for Customer.

2. Check the SAP Cloud for Customer folder locations in Microsoft Outlook as follows:
Table 30:
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.

4.2

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/request to request one.)
user
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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.

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.

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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 124].
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.

4.3

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.

4.4

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.

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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 153].

4.4.1 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.

2. Click New.
For more information, see the Communication Arrangements Quick Guide.
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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.

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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.

Integration
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.
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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
that are imported from RTOM into SAP Cloud for Customer.

Accounts , then Offers, to access the offers

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.

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.

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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.
Table 31:
Field

Entry

Solution Type

Choose Customer-Specific Solution.

Description:

Enter a description of your choosing for example,

RTOM_SOLUTION.
Deployment Unit:

Choose Customer Relationship Management.

Company:

Enter the name of your company.

Contact Person:

Enter the name of the contact person.

E-Mail:

Enter the e-mail address of the contact person.

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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.

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.

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1. In the dialog box that follows, enter the tab title OFFERS.

Note
The title you enter here is what users will select within
offers that are imported from RTOM.

Customers

Accounts

to access

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.

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 32:
Field
ID:

Entry
Enter a description of your choosing for example,

RTOM2.
SAP Business Suite:

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Field

Entry

Host Name:

Enter the relevant host name or IP address.

System Access Type:

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 33:
Field

Entry

Outbound Communication Enabled:

Select this checkbox.

Application Protocol:

Select Web Service.

Authentication Method:

Select your preferred authentication method.

6. Choose Edit Advanced Settings.


1. On the screen that follows, in each field indicated, perform the corresponding entry.
Table 34:
Field

Entry

Use Basic Settings:

Deselect this checkbox.

Application Protocol:

Select Web Service.

Protocol:

Select your preferred protocol.

Host Name:

Do not modify the proposed entry.

Port:

Enter the port.

Path:

Enter the path for example, /

RTOMSiteAdaptorWS/CODRTOMOffers.asmx.
2. Save your entries.

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7. Exit the Communication Arrangements screen.

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.

4.6

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

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or

Marketing

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Note
For more information on recommended work center assignments, see Recommended Business Roles and Work
Center Assignments for SAP Cloud for Customer.

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
2. Within the Questions section, select
checkbox for the following question:

Sales

Lead Management

Sales

Lead Management

Leads .

Leads , then select the In Scope

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.

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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.

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.

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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.

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.

4.7

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.

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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.

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.
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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.

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.

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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.

4.8

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
Application and User Management work center.

General Settings

Integration

and/or from the

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.
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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.
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.

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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.

4.9

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.
You can access this view from the Administrator work center, under
from the Application and User Management work center.

General Settings

Integration

and/or

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.
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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.
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.

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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.
Table 35:
Authentication

Settings

Method
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 36:
Authentication

Authentication

Settings

SAP System Key Pair

If you use this authentication, the relevant certificate must be known

Method
SSL Client Certificate

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.
Trusted Third-Party

If you use this authentication, you need to upload the PKCS#12 key

Key Pair

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.
User ID and Password

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
Integration

Administrator

Create Communication Arrangement for On-Premise

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 167].
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
to request one.)
ID, then visit SAP Service Marketplace at http://service.sap.com/request-user
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 37:
Authentication

Settings

Method
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 38:
Authentication

Authentication

Settings

SAP System Key Pair

If you use this authentication, the relevant certificate must be known

Method
SSL Client Certificate

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.
Trusted Third-Party

If you use this authentication, you need to upload the PKCS#12 key

Key Pair

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.
User ID and Password

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 39:
Status

Interpretation

Create

This status indicates that you have selected a communi


cation scenario to be created for the relevant communica
tion arrangement.

Not Created

This status indicates that the communication scenario


has not yet been created and, the check-box is un
checked.

Already Exists

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 40:
Enabled

The checkbox can be unchecked if it is not required.

Service

If the service is mandatory the checkbox is disabled.

Application Protocol

Choose a protocol from the dropdown list.

Service URL

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 41:
Enabled

The checkbox can be unchecked if it is not required.

Service

If the service is mandatory the checkbox is disabled.

Application Protocol

Choose a protocol from the dropdown list.

Host Name

This field displays the host name of the system and is not
editable

Port

Enter the port or path for the outbound service

Service URL

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 42:
Authentication

Settings

Method
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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4.10 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 43: Preconfigured Mashups
Relevant For

Mashup Name

Mashup Type

Mashup Category

Port Binding

Sales & Social

SAP (sap.com)

URL Mashup

News & Reference

Search Provider

Sales & Social

Embedded Map (bing.com)

Custom Mashup

Location & Travel

Web Map

Sales & Social

Embedded Route (bing.com)

Custom Mashup

Location & Travel

Route Planner

Sales

Sales Intelligence for Ac

HTML Mashup

Business & Finance

InsideView Account In

counts (insideview.com)
Sales

Sales Intelligence for Con

formation
HTML Mashup

Business & Finance

tacts (insideview.com)
Social

Tweets by Handle

InsideView Contact In
formation

Data Mashup

Business & Finance

Additional Account In
formation

In addition, the following preconfigured mashup Web services are provided, which the administrator can use to
create mashups:
Table 44: Preconfigured Mashup Web Services
Relevant For

Mashup Web Service

Service ID

Web Service Type

Service Domain

SM00048

REST

bing.com

Name
Sales

Embedded Map
(bing.com)

Social

Bing Address Lookup

BYD_COD/BINGQRY

REST

bing.com

Social

Snap Engage Chat URL

BYD_SNAPENG

REST

snapengage.com

Generator
Social

KloutScore

BYD_COD/KLOUT

REST

api.klout.com

Social

KloutUser

BYD_COD/KLOU

REST

api.klout.com

TUSER
Social

Bitly URL Shortener

BYD_COD/BITLY

REST

api-ssl.bitly.com

Social

MindTouch KBAs

CW00003

RSS/Atom

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
Authoring

or

Administrator

Application and User Management


Business Flexibility

Business Flexibility

Mashup

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

4.10.1 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
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.

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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.

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.

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4.10.2 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
and do the following steps:

Mashup Authoring . Click New, select the type of Web service you want to create,

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.

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.

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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.
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

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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 mashups 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.

4.10.3 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.
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
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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.

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.

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.

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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.

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.

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4.10.4 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.

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.

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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.

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.
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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.

4.10.5 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.
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.

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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.

4.10.6 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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4.10.7 Configuring Knowledge Base Integration


Enable agents to search for solutions and attach articles to responses without having to leave the workspace by
integarting 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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Note
You can also just manually enter the input parameters if you know them.
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 >.

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.

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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.

4.10.8 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.

4.10.9 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.

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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

4.10.10 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.
1. Go to Business Configuration
Project Scope.

Implementation Projects

then select your project and click Edit

2. Click Next until you get to Adjust Scoping.


3. Then under Communication and Information Exchange
Application Programming Interfaces (APIs).

Business Process Management , select

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.
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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 198]

4.10.11 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.

4.10.12 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.

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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.

4.10.13 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 6: 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 45: 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 <YYYYMMDD>

Enter today's date. This is replaced at

te

runtime.

sort

daynumber secondsIn3

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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4.10.14 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 arent
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 cant 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
in XML format is displayed.

View

Payload . A window containing the message

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 .

4.11 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 204]
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 207]
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 208]
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 211]
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 214]
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 215]
Learn how to integrate work ticket created in SAP Cloud for Customer with SAP ERP.
Setting Up OData Notifications [page 216]

4.11.1 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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4.11.2 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.

4.11.3 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
Organization

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Business Operations

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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 474]

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4.11.3.1 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.

4.11.4 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 233].

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
the employees who were successfully replicated.

Business Operations , then Employees, to view

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 274]

4.11.4.1 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.

4.11.5 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.

4.11.6 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

Service, and Marketing Processing

Integration into Sales,

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.

4.11.7 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. Choose the Business Object 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.
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.

4.11.7.1 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.
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For more information, see SAP Help Portal

4.12 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 218]
Set up your partner portal so that your channel managers can engage more efficiently with your partner
network.
Inviting Partner Contacts to Use the Partner Portal [page 225]
You can use the partner portal to collaborate with your partners. The first step in this process is for
partner managers to invite their employees (partner contacts) within the partner organization to
collaborate with you in your SAP solution.
Activating Deal Registration [page 226]
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.

4.12.1 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

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provides pre-configured web applications that visualize the data from SAP Cloud for Customer exposed via oData
services.
Provisioning Your SAP HANA Cloud Portal for SAP Cloud for Customer Partner Channel Management [page
219]
Prerequisites [page 219]
Create Partner Channel Management Roles [page 220]
Create Trust Between the Customer Account and SCI [page 220]
Create Trust Between the Customer Account and the SCI API [page 221]
Create Trust Between the Customer Account and SAP Cloud for Customer [page 223]
Upload Destinations to the Customer Account [page 223]

4.12.1.1 Provisioning Your SAP HANA Cloud Portal for SAP


Cloud for Customer Partner Channel Management
If your solution includes integration with the SAP HANA Cloud Portal, then you can provision it to interact with
Partner Channel Management in your SAP Cloud for Customer solution.
For information about administration of the portal itself, see SAP HANA Cloud Portal Documentation.

Note
All technical documentation to set up, configure, integrate, secure, and operate your solution is published in
English only.

4.12.1.2 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.

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4.12.1.3 Create Partner Channel Management Roles

Procedure
1. Open the Cockpit in SAP HANA Cloud Platform.
2. Choose

Services

SAP HANA Cloud Portal

Configure Roles .

3. Create the following new roles:


PartnerManager
PartnerContact
Applicant

4.12.1.4 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.

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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 46:
Assertion Attribute

Principle Attribute

first_name

firstname

last_name

lastname

mail

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.

4.12.1.5 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.

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Procedure
1. Create a signed certificate by a KeyStore Tool or by CA.
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 .

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.

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4.12.1.6 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.

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.

4.12.1.7 Upload Destinations to the Customer Account

Procedure
1. In the SAP HANA Cloud Platform Cockpit, open the customer account.
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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
Cloud Connector Version=2
Authentication=ClientCertificateAuthentication
KeyStore Location=sapid.jks
KeyStore Password=[password specified when you created the certificate]
TrustAll=true
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
Cloud Connector Version=2
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

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authnContextClassRef=urn:oasis:names:tc:SAML:2.0:ac:classes:PreviousSession
Authentication=BasicAuthentication
Name=C4C__public
Cloud Connector Version=2
ProxyType=Internet
URL=https://myNNNNNN.crm.ondemand.com
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.
Name=c4c_pcmpublic
Description=destination to public self-registration widget
URL=[URL of the customer account subscription to the pcmpublic Helium
application]
ProxyType=Internet
Type=HTTP
Cloud Connector Version=2
Authentication=NoAuthentication

4.12.2 Inviting Partner Contacts to Use the Partner Portal


You can use the partner portal to collaborate with your partners. The first step in this process is for partner
managers to invite their employees (partner contacts) within the partner organization to collaborate with you in
your SAP solution.

Prerequisites
The partner manager has a user in the SAP Cloud for Customer solution.
The partner manager has a user in the partner portal.
The administrator has made the appropriate settings for partner portal invitations. To review the settings, the
administrator can do the following:
1. In the Microsoft Silverlight client, log on to your SAP solution as an administrator.
2. Under

Business Configuration

Overview , show Activities and search for partner programs.

3. Select the Partner Programs activity and choose Define business roles for partner portal.
4. Add a row and enter business role PARTNER_CONTACT.
5. Save your changes.

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Process Flow
Note
Partner managers and partner contacts have the following authorizations in the system:
Table 47:
Role

Authorizations

Partner manager

Partner contact

Invite partner contacts

See company details

See leads and opportunities as per restrictions in the SAP solution

See leads and opportunities as per restrictions in the SAP solution

1. The partner manager logs into the partner portal.


2. The partner manager invites employees in his or her company (partner contacts) to use the partner portal.
The invitation feature automatically does the following:
Ensures that the partner contact exists in your SAP solution as a contact.
Sends an e-mail to the partner contacts, which includes a confirmation link
3. Each partner contact clicks the link in the e-mail and goes to the registration page of the SAP Cloud ID
provider.
4. Each partner fills in the form, accepts the terms and conditions of use, and registers.
The partner contact's user is activated in the back end, and the appropriate role is assigned to the user.
5. The partner contact logs on to the partner portal.

4.12.3 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
deals are managed.

Sales

Deal Registration

work center view, where

The corresponding master data for partner contacts, products, pricing and so on are present in your solution.

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Important tasks
Navigation
Table 48:
Scoping [page 123]

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
Activity List [page 265]

Sales

Deal Management

Deal Registration

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.
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.
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1. The brand owner logs on to the solution.


2. The brand owner chooses Sales
By default, all deals are displayed.

Deal Registration .

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.
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.

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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.

4.13 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 arent 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.
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.

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Important tasks
Export Data to Microsoft Excel
For more information, see Export Business Data Using Microsoft Excel [page 87].

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 cant 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.

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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
format is displayed.

View

Payload . A window containing the message in XML

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 .

4.14 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.
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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 49:
Value Numbers and Code Lists in Cloud System

Value Numbers and Code Lists in On-Premise System

1. Student

1. Student

2. Professional

2. Entrepreneur

3. Entrepreneur

3. Professional

4. Unemployed

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 233]
Settings to configure for automatic code list mapping are described in this topic.
Configuring Manual Code List Mapping [page 237]
Configurations for manually maintaining code list mapping are described in this topic.

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
Open Activity List

Business Configuration

Implementation Projects

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

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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.

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 530]

4.14.1 Configuring Automatic Code List Mapping


Settings to configure for automatic code list mapping are described in this topic.
Parent topic: Configuring Code Lists [page 231]
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Related Information
Configuring Manual Code List Mapping [page 237]

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 237]
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.

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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 (
Components

Integration with Cloud for Customer

Transaction SPRO

Integration with Other mySAP

Download ERP Customizing Information for Code Lists (if on-

premise 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.
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.
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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 ++.

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.

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4.14.2 Configuring Manual Code List Mapping


Configurations for manually maintaining code list mapping are described in this topic.
Parent topic: Configuring Code Lists [page 231]

Related Information
Configuring Automatic Code List Mapping [page 233]

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 .

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.

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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
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.

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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.

4.15 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.

4.16 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

In order to enable the outbound call feature, you need to use Microsoft Visual Studio to
edit the CTI Connector project.

SAP Cloud for


Customer CTI Client
Adapter

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).

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If you are not using https, you can start the adapter normally.
SAP Service
Marketplace

Access to SAP Service Marketplace is required to download the CTI Connector project
used for enabling outbound calls.

4.17 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.

Figure 7: SAP Cloud for Customer CTI Integration Architecture

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4.18 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 50:
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

The caller's number.

DNIS

The number dialed.

BP

The caller's account ID.

TicketID

The ID of a ticket associated with the call.

SerialNo

A registered product serial number.

ExternalReferenceID

Unique call ID in the CTI system.

Note
This information is stored in the phone activity as a BTD
reference.

Custom_1

A field that can be used to pass any other call data.

Custom_2

A field that can be used to pass any other call data.

Custom_3

A field that can be used to pass any other call data.

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Parameter

Description

Custom_4

A field that can be used to pass any other call data.

Custom_5

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 51:
ANI (Dialing From):

408-361-3611

External ID:

56432156787890

Number Dialed:

1-800-455-5555

Custom_1:

value1

AccountID

1000655

Custom_2:

value2

Serial Number

XY234567T

Custom_3:

value3

TicketID

8003456

Custom_4:

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.

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4.19 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;
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();
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}
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

4.20 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.

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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4.21 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.

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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 247]
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 249]
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 250]
This topic walks you through the steps of uploading data into your system.
Recommended Sequence for Uploading Data [page 253]
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 254]
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 256]
You can save time by adding role information when you upload employees.
Assign Business Roles to Employees During Employee Replication [page 256]
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 257]
This document describes tool-supported migration and also contains useful information for manual data
entry.
Migrating Account Hierarchies [page 259]
This topic describes steps for migrating account hierarchies.
Uploading Territories [page 262]
This topic describes how to upload territories to the system.
Migration of Social Media User Profiles [page 263]
You can migrate certain user profiles of your individual customers. This topic describes the steps for it.

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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.

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.
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Uploading data
Tip
Before uploading data, refer Recommended Sequence for Uploading Data [page 253].
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 250].

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.

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.

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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.

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.
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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.
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.

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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 52:
Item

Sample URL

Products

https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/
dmc_ap_overview?category=6

Accounts and Contacts

https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/
dmc_ap_overview?category=7

Employees

https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/
dmc_ap_overview?category=53

Service Requests

https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/
dmc_ap_overview?category=63

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Item

Sample URL

Opportunities

https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/
dmc_ap_overview?category=91

Appointments

https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/
dmc_ap_overview?category=92

Tasks

https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/
dmc_ap_overview?category=93

E-Mails

https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/
dmc_ap_overview?category=94

Phone Calls

https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/
dmc_ap_overview?category=97

Competitors

https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/
dmc_ap_overview?category=114

Target Groups

https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/
dmc_ap_overview?category=135

Campaigns

https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/
dmc_ap_overview?category=137

Sales Quotes

https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/
dmc_ap_overview?category=138

Registered Products

https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/
dmc_ap_overview?category=139

Leads

https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/
dmc_ap_overview?category=143

Competitor Products

https://myNNNNNN.crm.ondemand.com/sap/bc/webdynpro/sap/
dmc_ap_overview?category=148

Employee and User Data

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.
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.

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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 32]. 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

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
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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.

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.

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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.

See Also
For more information on the specific data object, see the related document under
Migration Object Documentation
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You Can Also

Show

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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
choose Open Activity List.

Implementation Projects , choose your implementation project and

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.
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.

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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
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.

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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.

Enter Data Manually


You can enter products manually under Products. For more information, see Configuring Products.

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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
and editing accounts, see : Accounts.

Customers

Accounts . For information about creating

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 .

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.
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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 53:

Hierarchy ID
A
B
.
On the Accounts worksheet, perform the following entries:
Table 54:

Hierarchy ID

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Account ID

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10001

10002

10001

10003

10001

10004

10001

10005

10006

10005

10007

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.
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.
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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
Customers

edited under

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.
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.

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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 users 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.

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.
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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
Social Media Customers.

Administrator

Service and Social Settings

then under Social Media, click

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

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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 265]
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 266]
Fine-tuning and business configuration activities related to the general features of SAP Cloud for
Customer.
Sales and Marketing Settings [page 318]
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 397]
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 267]
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 270]
Create job definitions manually or import a list from a file.
Configuring Employees [page 274]
You can create employee records manually, or upload employee data via migration tool in the
implementation project activity.
Configuring Activities [page 276]
In this activity you can do configuration settings required for activities.
Configuring Products [page 279]
Products help your colleagues drive sales activity and monitor customer satisfaction.
Configuring Currencies [page 286]
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 290]
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 35]
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 293]
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 295]
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 296]
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 298]
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 310]
You can automatically determine all involved parties for business transactions and their related
documents using party roles and determination rules. This allows you to streamline account team
assignments, and ensure that business partners are correctly assigned to business objects in a way that
matches your company processes.

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Fine-Tuning

Predetermining URLs for Direct Navigation [page 314]


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 317]
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.

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To help you decide which default client to use, we have created the following comparison:
Table 55:
Responsive UI

HTML5

Microsoft Silverlight

Plug-and-play solution, with no addi

Plug-and-play solution, with no addi

Software must be installed on each cli

tional software download required for

tional software download required for

ent.

each user.

each user.

Apps available for Apple, Android and

Not Available

Not Available

Not Available

Not Available

Windows mobile devices.


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.

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Responsive UI

HTML5

Microsoft Silverlight

Examples of features that are available

Examples of features that are available

Interactive dashboards, deal finder, and

in Responsive UI include:

in HTML5 include the following:

influencer map are only available on the

Dashboard is available

Cloud for Sales (Most work centers

Interactive dashboards allow you to

are functional in Responsive UI)

get a big picture of your data, then

Cloud for Service- Avaiable in Field

zoom in by selecting a chart ele

Service

ment, or by selecting specific char

SAP Customer Insight app for iPad.

acteristics, and applying filters. For

For both Online and Offline list of limita

more information, see: Using Inter

tions, see SAP Cloud for Customer, ex


tended edition on SAP Help Portal.

Interactive dashboards

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.

Latest standard for internet technology,

Latest standard for internet technology,

Proven, stable solution: Existing technol

which also leverages browser features

which also leverages browser features

ogy for SAP Cloud for Customer.

such as copy and paste, and even spell

such as copy and paste, and even spell

check in some cases.

check in some cases.

Faster response times than HTML5.

Faster response times.

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Cache size must be increased by users.

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269

Responsive UI

HTML5

Microsoft Silverlight

Administrators must switch to the Mi

Administrators must switch to the Mi

Administrators and users all use the Mi

crosoft Silverlight client to do adminis

crosoft Silverlight client to do adminis

crosoft Silverlight client.

tration and adaptation tasks. For more

tration and adaptation tasks. For more

information, see Adapting the User In

information, see: Adapting the User In

terface for Your Company. For more in

terface for Your Company.

formation, see: Adapting the User Inter


face for Your Company.
Personalization and Adaptation coming

Personalization, tabs, inline editing, and

Administrators can allow Microsoft Sil

in 2016.

incident reporting are more intuitive

verlight users to try the HTML5 experi

HTML5. For more information, see:

ence. For more information, see: Adapt

HTML5 in SAP Cloud for Customer.

ing the User Interface for Your Company.

Responsive UI uses SAP Standard Blue

The HTML5 client uses the skyline

Administrators can choose among exist

Crystal Theme.

theme.

ing themes.

There are system requirements for

There are system requirements for

Sticky notes and drag-and-drop capabili

browsers that support Responsive UI.

browsers that support HTML5. For more

ties are fully supported.

For more information, see the SAP Cloud information, see: SAP Cloud for Cus
for Customer System and Software Re

tomer System and Software Require

quirements on SAP Help Portal.

ments.

Support for a wider array of tablet oper

Support for a wider array of tablet oper

ating systems.

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 Page layouts for dynamic and role-based
UIs are supported in Online mode. In Off UIs.
line mode only Master Layout is sup
ported.
Some work centers are not available in

Some work centers are not available in

Responsive UI.

HTML5. For a list of work centers that


are not yet supported in HTML5, see:
Getting Started for HTML5.

6.2.2 Configuring Job Definitions


Create job definitions manually or import a list from a file.

Caution
Beta Feature

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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 30]
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
Table 56:
Activity List [page 265]

Integrate and Extend

Job Definitions

Create a New Job Manually


1. Select

Administration

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Organization

Job Definitions .

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271

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.
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.

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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.

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....

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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 270]

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.

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

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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
Choose

Adapt

Launch in Microsoft Silverlight .

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.

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.
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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 211].

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.
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.

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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 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.

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)

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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.

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.

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, EMails, 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.

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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.

6.2.5 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 282]
Product categories help you organize products more easily by gathering them into recognizable entities.
Creating and Maintaining Product Lists [page 285]
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
products 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.
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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 .

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
corresponding question.

Sales

New Business

Communication for New Business , then answer the

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.

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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.
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.

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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 430].

Related Information
Configuring Product Categories [page 282]
Creating and Maintaining Product Lists [page 285]
Configuring Employees [page 274]

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 279]

Related Information
Creating and Maintaining Product Lists [page 285]

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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.
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.

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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.

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 430].

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Related Information
Configuring Products [page 279]
Creating and Maintaining Product Lists [page 285]

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 279]

Related Information
Configuring Product Categories [page 282]

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.
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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.
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

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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 companys organizational structure. In the
Administrator work center, under fine tuning, maintain the activity for currency.

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 289]
You can maintain exchange rates between different currencies in several ways.

Navigation
Table 57:
Activity List

Fine Tuning
Choose
Tune

Business Configuration

Open Activity List

Fine-

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 companys 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.

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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 todays 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
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.

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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 .

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 286]

Navigation
Table 58:
Scoping

Questions
Choose

Communication and Information Exchange

Integration with External Applications and Solutions


Integration of Master Data

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Communication Arrangement

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.
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.

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Navigation
You can access this feature to maintain your trading/physical units of measure from Fine-Tune, under business
configuration.
Table 59:
Scoping

Fine-Tune
Choose

Business Configuration

Open Activity List

Fine-Tune

Implementation Projects
Quantities and Units of

Measure

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.

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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.

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.

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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.
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.
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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
to another user.

Inbox . It is also possible for administrators to take over and resolve a task belonging

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
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 partners 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.

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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.

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.

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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.

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

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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.
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
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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.
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

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Create and Edit a Report


Administrators can create and edit reports using the Report Wizard from any of the following paths:.

(beta) Administration

Operations

Design Reports

(beta) Administration

Operations

Design Data Sources

New

and choosing Report or Report As Copy.


New

and then choosing Report.

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.
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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
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 60:
Value

Description

No Value Selection

The characteristic is not restricted.

Using Variable

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.

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Value

Description

Fixed Value 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.

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 61:
Value

Description

No Hierarchy

No hierarchy is available for the characteristic.

Using Variable

The characteristic hierarchy can be restricted using a


variable.

Fixed Hierarchy

The characteristic hierarchy is restricted to display the


characteristic by an attribute. For example, to display the
Customer characteristic by location.

Via Inherited Variable

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.

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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.
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 62:
Source Report Variable

Target Report Variable

Variable is not filled

Default variable value is used, regardless of transfer type.

Variable is filled

Default variable value is not used.

The following table provides an overview of the available transfer types:


Table 63:
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.

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Transfer Type

Description

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.

Ranked Transfer

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.
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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.

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
Configuration Activity List
Role check box.

Fine-Tune

Administrator Analytics- Settings

Business

and select the Business

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.

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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,
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.
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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.

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.

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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.
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 64:
Usage

Explanation

Master Data with Description

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.

Master Data without Description

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.

Transactional Data

You want to use the data source primarily for transactional data and can reference
other data sources.

Table 65: 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 (A, B, Z), numbers (0, 1, 9)
and the underscore character (_) are allowed.

Field Name

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Name

Description

Data Type

See the Data Types for Cloud Data Source Fields section above.

Length

Depending on the data type you select, you can define the length of the field.

Upper Case

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.

Alpha Conversion

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 ' > '00001234'

'ABCD ' > '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.

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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.

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
a New Key Figure guided activity.

Operations

Reports

and click New Key Figure. The system opens

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.

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6.2.13 Party Processing


You can automatically determine all involved parties for business transactions and their related documents using
party roles and determination rules. This allows you to streamline account team assignments, and ensure that
business partners are correctly assigned to business objects 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.
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.

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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.

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 cant 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.

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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.
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

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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.
Table 66:
Party Role

Description

Business Partner

Account

A party that purchases goods or serv

Account or Individual Customer

ices.
Contact

A party that is the contact in a docu

Contact or Partner Contact

ment.
Ship-to

A party to which goods or services are

Account or Individual Customer

supplied.
Bill-to

A party that receives the bill for the

Account or Individual Customer

goods or services supplied.


Sender

Recipient

A party from whom the message origi

Employee, Contact, Partner Contact, or

nates.

Individual Customer

A party that is to receive a message.

Employee, Contact, Partner Contact, or


Individual Customer

Recipient (CC)

Recipient (BCC)

A party that is to receive a copy of a

Employee, Contact, Partner Contact, or

message.

Individual Customer

A party that is to receive a copy of a

Employee, Contact, Partner Contact, or

message without the other recipients

Individual Customer

knowledge.
Service and Support Team

Sales Partner

A party that is responsible for the proc

Organizational Unit with Function 'Cus

essing of customer complaints.

tomer Service'

A party that initiates and performs busi

Partner

ness transactions for another company.

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Party Role

Description

Business Partner

Partner Contact

An employee of a sales partner.

Partner Contact

Organizer

A party that is responsible for the organ

Employee, Contact, Partner Contact, or

ization of an appointment.

Individual Customer

Attendee

Employee Responsible

A party that is required as an attendee of Employee, Contact, Partner Contact, or


an appointment.

Individual Customer

A party that is responsible for some

Employee or Partner Contact

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.
Processor

A party that processes a task or a ticket.

Employee or Partner Contact

Activity Contact

A party that has a reference to the cur

Contact or Partner Contact

rent activity.
Service Performer

A party that performs services.

Employee or Partner Contact

Sales Unit

An organizational unit that is responsible Organizational Unit with Function 'Sales'


for the sales and distribution of products
in business processes.

Call Participant

A party that participates in real-time

Employee, Contact, Partner Contact, or

communication, for example, a phone

Individual Customer

call or Internet chat session.


Sales Employee

A party that is included in the sales de

Employee or Partner Contact

partment of an enterprise, or that car


ries out sales tasks.
Organizational Unit

An element of your organizational model Organizational Unit


that is assigned to an activity.

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.

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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.

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 67:
Item Type

Technical Name

Account

COD_ACCOUNT_TT

Competitor

COD_COMPETITOR_TT

Contact

COD_CONTACT_TT

Employee

COD_EMPLOYEES

Product

COD_MATERIAL

Opportunity

COD_OPPORTUNITY_THINGTYPE

Partner

COD_PARTNER_TT

Partner Contact

COD_PARTNERCONTACT_TT

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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.

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.

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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
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 391]
Configuring Workflow [page 571]

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.
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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 319]
In this activity you can perform configuration settings for leads.
Configuring Opportunities [page 327]
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 331]
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 334]
This topic provides detailed information on the configurations required for sales orders.
Enabling Microsoft Outlook for Sales Users [page 348]
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
appointments and tasks, associate e-mails with leads in the SAP solution, or create contacts and
synchronize them with the SAP solution.
Configuring Sales Planning [page 349]
Sales Planning offers you the ability to define and monitor sales targets.
Quick Guide for Price Lists [page 353]
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 356]
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 357]
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 371]
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 373]
Sales administrators can create sales territories and organize them into hierarchies.
Configuring Response Options [page 383]
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.

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Configuring the Deal Finder [page 384]


The deal finder helps sales users evaluate customers quickly to pursue the most promising deals.
Configuring the Influencer Map [page 389]
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 391]
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 396]
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.

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 323]
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 325]
To ensure that your companys 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
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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.

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.

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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 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.
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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.
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.

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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 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.
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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
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 319]

Related Information
Defining Rules for Lead Assignment [page 325]

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.

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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.

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 companys incoming leads are processed efficiently, you can configure your solution to
assign incoming leads to employees automatically, based on various criteria.

Caution
Beta Feature
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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.
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 319]

Related Information
Lead Status [page 323]

Important tasks
Navigation
Table 68:
Activity List [page 265]

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.

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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.
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.

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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.

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.

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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.
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.
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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 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

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1. Select the row you want to delete and click Delete.


2. 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. 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


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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 FineTune 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 FineTune 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.
Sales Orders Overview [page 337]
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

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Order Reason
You can maintain possible reasons for creating sales orders in the cloud solution.

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.

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.

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.

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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.

Scoping Questions
Under Business Configuration
following question:

Edit Project Scope

Questions

Sales Orders , you can set in-scope the

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.
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.

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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
Configuration

Activity List

Business

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.

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 338]


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Add Products [page 339]


Product Pricing [page 340]
Simulate [page 341]
Transfer [page 341]
Status Management [page 342]
Graphical Signature [page 343]
Attachments [page 343]
E-mail [page 343]
Workflow and Notifications [page 344]
Promotions [page 344]
Party Processing [page 344]
Extensibility [page 345]
Integration with External Systems [page 345]
Sales Orders Allied Features [page 346]

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.

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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.

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,
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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.

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.

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Assignment to External Pricing


Refer to the details in the section Assignment to External Pricing in Configuring Sales Orders [page 334].

6.3.4.1.3
Use

Actions

Simulate
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
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.

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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.

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.

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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
Edit Project Scope

6.3.4.1.8

Sales

New Business

Business Configuration

Sales Orders

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


different templates for your requirements.

Actions

Create E-mail Template . Note that you can create

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.
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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
notifications for specific sales order scenarios and also to push sales orders for approvals.

to generate

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.

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.

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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)
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.

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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

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.

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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.

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.
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6.3.5 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
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
124].

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 147].

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 449]

6.3.6 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.
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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 organizations
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
352].
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
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 69:
Scoping [page 123]

Sales Planning
Choose

Business Configuration

Edit Project Scope

Sales

Implementation Project

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.

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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 companys currency is used. However, as long as the sales plan remains in
preparation, you may change this currency, if desired.
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.
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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.

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.

6.3.6.1

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.

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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

Sales and Marketing Sales

Sales Target/Pipeline by Month

Sales and Marketing Sales

Sales Target/Pipeline by Sales Unit

My Progress Current Year

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.

6.3.7 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.

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.
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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.
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.

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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 1cent or 2cent
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
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.
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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.

6.3.8 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.

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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.

6.3.9 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 358]
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 363]
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 368]
Promotions for Customers, Products and Visits

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6.3.9.1

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
Table 70:
Scoping [page 123]

Visits, Internal Surveys, Activity Planner


Sales

Scoping [page 123]

Account and Activity Management

External Surveys
Marketing

Activity List [page 265]

Activity Management

Enhanced Marketing Functionalities

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.

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After the sales or service rep checks out, the visit is completed and cannot be changed. It is
effectively checked off the reps 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.
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 481].
For more information about using roles, see Configuring Business Roles [page 38].
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.
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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.

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 481]. For
more information about using roles, see Configuring Business Roles [page 38].
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 363].
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.

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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.

(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 481]. For
more information about using roles, see Configuring Business Roles [page 38].
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.
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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.
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 accounts 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

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Set as Active .
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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.

6.3.9.2

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.
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Note
You can switch from Obsolete and Active to In Preparation only when there are no answers available for this
survey.

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 71:

Maximum Score

Multiple-Choice (select one)

Multiple-Choice (select multiple)

The score is calculated by multiplying

The score is calculated by summing up

the highest answer score with the ques

the highest reachable answer scores and

tion score.

multiplying it with the questions score.

Example

364

Example

Question Score: 1

Question Score: 1

Answer A: 1

Answer A: 1

Answer B: 2

Answer B: 2

Answer C: 3

Answer C: 3

Maximum Score: 3*1=3

Maximum Score: 6*1=6

Question Score: 1

Question Score: 1

Answer A: 3

Answer A: 3

Answer B: -2

Answer B: -2

Answer C: -3

Answer C: -3

Maximum Score: 3*1=3

Maximum Score: 3*1=3

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Minimum Score

The score is calculated by multiplying

The score is calculated by summing up

the lowest answer score with the ques

the lowest reachable answer scores and

tion score.

multiplies it with the questions score.

Example

Example

Question Score: 1

Question Score: 1

Answer A: 1

Answer A: 1

Answer B: 2

Answer B: 2

Answer C: 3

Answer C: 3

Minimum Score: 1*1=1

Minimum Score: 1*1=1

Question Score: 1

Question Score: 1

Answer A: 3

Answer A: 3

Answer B: -2

Answer B: -2

Answer C: -3

Answer C: -3

Minimum Score: 3*1=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 358]

6.3.9.3

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 339]

6.3.9.3.1

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.
and also run
Enable promotions in the scoping under Marketing Promotion Management Promotions
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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6.3.9.3.2

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.

6.3.10 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
upload the HTML file. In the Content view then you can add also placeholders, edit content, insert external
surveys, and so on.

and

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.

6.3.11 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 373]
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 374]
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 380]
Keep Current Owner [page 382]

6.3.11.1 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 72:
Scoping [page 123]

Territory Management
Sales

Account and Activity Management

Sales

Territory Management
Questions

(Optional) Assign Multiple Territories per Account


Sales

Account and Activity Management

Territory Management

Sales

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 373]

Related Information
Realignment of Accounts and Territories [page 374]
Realignment of Accounts and Territories - Define Rules [page 380]
Keep Current Owner [page 382]

6.3.11.2 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 373]

Related Information
Activating Territory Management [page 373]
Realignment of Accounts and Territories - Define Rules [page 380]
Keep Current Owner [page 382]

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
anothers 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 73:
If the cell is...

Specify...

White

Selection criteria to define which items should be as


signed

Orange

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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6.3.11.3 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 anothers 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 74:
If the cell is...

Specify...

White

Selection criteria to define which items should be assigned

Orange

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 anothers 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 75:
If the cell is...

Specify...

White

Selection criteria to define which items should be assigned

Orange

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 373]
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Related Information
Activating Territory Management [page 373]
Realignment of Accounts and Territories [page 374]
Keep Current Owner [page 382]

6.3.11.4 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 373]

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Related Information
Activating Territory Management [page 373]
Realignment of Accounts and Territories [page 374]
Realignment of Accounts and Territories - Define Rules [page 380]

6.3.12 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 76:
Scoping

Marketing

Campaign Management

Campaign

Execution
Menu Path

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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, theres 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.

6.3.13 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 ChromeTM 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 77:
Scoping [page 123]
Activity List [page 265]

Sales

Lead Management

Leads

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
Security Business Users , assign intended users to
with access to one of these views.

Sales

Leads

or

Sales

Administration

Marketing , or a role

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
2. Choose
3. Choose

Adapt

Sales

Leads

or

Marketing

Leads .

Edit Master Layout .

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:
Table 78:
Feature/Application

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Authentication Method

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Lead scoring/SAP InfiniteInsight

Web Service

User ID and Password

Lead generation/Avention

Web Service

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
it.

Administration

Sales and Marketing , then Deal Finder to adapt

6.3.14 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 79:
Scoping [page 123]
Activity List [page 265]

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Sales

New Business

Opportunities

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 38].

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 38].
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.

6.3.15 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 dont 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 80:
Placeholder

Contact Field (Account or Individual Customer)

/FormCampaignExecutionPlaceholder/Customer/

Account: Name

NameOrFirstName

/FormCampaignExecutionPlaceholder/Customer/
AdditionalNameOrLastName

/FormCampaignExecutionPlaceholder/Customer/

Individual Customer: First Name


Account: Additional Name
Individual Customer: Last Name
Formatted name of the account or individual customer

FormattedName
/FormCampaignExecutionPlaceholder/Customer/

Individual Customer: Title (for example: Mr. or Ms.)

FormOfAddressName
/FormCampaignExecutionPlaceholder/Customer/

Individual Customer: Academic title (for example: Dr. or Prof.)

AcademicTitleName
/FormCampaignExecutionPlaceholder/

Account: First name of the contact person

ContactPerson/FirstName
/FormCampaignExecutionPlaceholder/

Account: Last name of the contact person

ContactPerson/LastName
/FormCampaignExecutionPlaceholder/

Account: Formatted name of the contact person

ContactPerson/FormattedName
/FormCampaignExecutionPlaceholder/

Account: Title of the contact person (for example: Mr. or Ms.)

ContactPerson/FormOfAddressName
/FormCampaignExecutionPlaceholder/

Account: Academic title of the contact person (for example:

ContactPerson/AcademicTitleName

Dr. or Prof.)

/FormCampaignExecutionPlaceholder/

Account: Function of the contact person from the business

ContactPerson/BusinessCardFunctionName

card (for example: Product Manager)

/FormCampaignExecutionPlaceholder/

Account: Department name of the contact person from the

ContactPerson/BusinessCardDepartmentName

business card (for example: Development)

/FormCampaignExecutionPlaceholder/

Response code ID generated for each member of the target

ResponseCodeID

group during the execution of the campaign

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Placeholder

Contact Field (Account or Individual Customer)

/FormCampaignExecutionPlaceholder/Survey/

If your system is set up to support it, you can add satisfaction

SurveyID

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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6.3.16 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 124]
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 124]
Templates for E-Mail Campaigns [page 391]
Creating Campaign Export File Formats [page 396]

6.3.16.1 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 396]
Templates for E-Mail Campaigns [page 391]

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.
Configuring Installed Base [page 398]
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 402]
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 403]
Scoping maintenance plans will enable you to create maintenance plans for customers.
Enabling Resource Scheduler [page 410]
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.
Enable SAP Multiresource Scheduling (MRS) Integration [page 412]
Enable MRS integration via business configuration in the SAP Cloud for Customer system.
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Configuring Individual Customers [page 416]


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 422]
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 427]
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 432]
This topic describes the various service levels, and the determination rules for the service levels.
Enabling Social Media Features [page 459]
Expose the hidden social media features available in your solution.
Configuring Social Media Message Prioritization Settings [page 461]
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 464]
Create and schedule a social media message import run for each channel to extract messages from the
corresponding account.
Adapting Support Portal Screens [page 470]
Adapt SAP Cloud for Customer screens in order to customize your support portal site.
Enabling Partner Support via Support Portal [page 472]
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 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
6. Choose

Add Item
Actions

Lower Level ...

Set to Active

(Product, Text, or Registered Product).

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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6.4.1.1

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.

6.4.1.2

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.

6.4.1.2.1

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 400]

6.4.1.3

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.

6.4.1.3.1

Registered Product Enhancements

More flexible reporting and tracking for registered products.


Equipment 360 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 401]
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6.4.1.3.2

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.

6.4.2 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

6.4.3 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 81:
Scoping [page 123]

Business Configuration
Project Scope

Service

Maintenance Plan

Implementation Project

Edit

Sales Entitlement Management

, 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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6.4.3.1

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 youve 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 405].
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 t