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Unit 1: Func. Cap. of SAP C4C

SaaS -> Software as a Service

Economies of scale for SaaS solutions result from:

- Multiple tenants on the same system

- Landscape of tenants with similar hardware (ex. Servers)
- All tenants get same code base
- Only one production code so corrections only need to be created for the landscape

C4C portfolio

- C4C Sales (Enterprises)

- C4C Service (Enterprises)
- C4C Social Engagement (Enterprises)
- C4C Customer Engagement (for smaller teams)

Cloud for customer highlights

- Collaboration and social

o (Ex. Feeds, followers,…)
- Modern User Interface
o (Google like searches)
- Predictive analysis
o (Deal finder and closing)
- Productivity and personalization
o (Flags, tags, shelf, quick creates… )
- Real-Time analytics
o (Dashboard, Forecasting, Account 360,…)
- Integration
o (Pre-Built integration with SAP CRM, ERP and Jam, mashups)
- Mobile
o (Mobile aps, hmtl 5 based)
- Groupware Integration
o (Support for Microsoft Outlook, Gmail, Lotus Notes)
- Extensibility
o (Extend custom fields, key users,…)
C4C Sales (C4C12)

- Productivity and personalization

- Sales Marketing
- Account and Territory
- Opportunity and insight
- Visit and Execution
- Quote and order
- Mobility
- Platform
- Real-Time and predictive analysis
- Collaboration and social
- Integration
- Groupware integration

C4C Service ( Less important for this certification) – > p.12 – 13

- C4C works with industry tailored solutions and is enable by the following steps
o Scoping Questions
o Fine-tuning activities
o Setting up roles based on the needed sales or/and service roles and adding industry
specific work centers.
Subscription and tenants

- Unique web address per tenant (test and production tenant)

- Private vs public tenants:
o 1 tenant on server
o Multiple tenants
- Tenant url for testing and production -> You usually receive test url first.
- Tenant: An individual web address
- Hotfix: A hotfix on the other hand is there is there an immediate threat to the business because
of a software defect which must be fixed. There are very strict rules to decide a patch v SP v
hotfix. After receiving a hotfix (usually via sftp of container) it is applied to the productive
system, you should then upgrade to the next released patch when it is released.
So in essence, if you need a hotfix you have a serious issue which is justified because of the
business impact. Hotfixes are very rare today.
- When hotfixes, updates etc. are to happen, it will be applied on a system thus impacting all
tenants on the system
- Test/production tenants -> always on separate systems

Service Center Overview: (p. 17-18 more C4S related)

- Maintenance schedule
- System availability
- Systems and tenant copies
- Contact details
- User subscriptions
- SAP Store
Resources where you can find information to guide you (full text p. 19- 23; read over)

- SAP Service Marketplace

- SAP Community Network
- C4C Youtube
- Hana Marketplace
- SAP Hybris Wiki
- SAP Help Portal
- SAP Certification and training
- SAP Idea place
- Incident management

Unit 2: Starting the project

Lesson 1: Preparing implementation project

- There are two UI frameworks for SAP Hybris Cloud for Customer: HTML5 and Fiori Client. The
default client is Fiori Client and all business user functions should be performed using that client.
The HTML5 client must be used to perform most of the configuration and setup covered in this
- HTML5 is the industry standard for dynamic interfaces and maximizes device compatibility while
reducing the dependency on a third party.

Adapt -> Company settings -> Client (set up default ui)

- Filter Bar
o An area of the screen that appears above a list of items and contains filtering and search
- Action Bar
o A horizontal toolbar that appears on a list of items on the right side of the screen, above
the filter bar. The action bar contains a New button and an actions icon that contains
context-specific actions.
- Item
o An object in the system that contains information and can be opened (such as
opportunity, lead, and activity).
- Quick View (not shown)
o An abbreviated item summary that appears when you rest the cursor on a linked item.
The quick view allows limited editing functions
Incident handling 1

- Errors
- Incorrect or missing data
- System performance problems
Incident handling 2

Incident handling 3/4/5/6/7/8

- Via help center -> example how to report an incident

Incident priorities

- Very high (Major business processes are affected)

- High (Important business processes are affected)
- Medium (Business Proc are affected, but minor consequences)
- Low (Little or no effect to processes)

User and service agent

- Intial tenant info will be send to email of customer account as IT contact.

- Two emails will be sent: tenant and initial ID user, and intial user password.
- If tenant is employee: also make a user.

Lesson 1: Case study (!!! Will be used in the course + great overview of how the set up and scoping

Ex.1: Identify UI elements

Ex.2: Create and organize queries
Ex.3: Create a new item in C4C
Ex.4: submit and resolve incident and update service control center
Ex.5: Create a service agent
Lesson 2 Fine tuning

Scoping: Matching individual business requirements with capabilities:

- Countries or localizations
- Business processes
- Integration implementation
 Done prior kick-off of project
 Needs to be done before fine tuning

Fine tuning:
- Tasks that must be completed during implementation
- It allows you to check and adjust predefined settings to meet the business requirements
- Fine tuning is based on your scoping decisions

Business configuration Scoping

Scoping: Business configuration -> implementation projects

- Scoping determines what functions are available for the tenant (such as marketing, sales,
- Questions further define what capabilities are available in the tenant

Business configuration Fine tuning

- The activity list provides tasks that must be done during implementation
- Business configuration -> implementation projects -> Open Activity list
- Fine tuning -> helps to tailor solution and adjust predefined setting to meet the customer’s

Sales: Sales cycles, phases, actions performed by sales rep

Service: Due date completion, date, calendar, …
Service cat: Report incidents (see screenshot below)
Work distribution

- Enables you to define rules to manage distribution of work (ex. Tickets, leads,…) by
organizational unit.
- Has specific parameters for escalation tickets
- Defined by cust cat, cust country, product cat, ….

Lesson 2

Ex6: Configure sales cycles and phase

Ex7: Set up sales assistant
Ex8: Define service cat
Ex9: Define work distribution rules for ticket routing
Ex10: Scope the business scenario’s
 Oefeningen online gingen wel, maar in eigen test systeem kwam niet alles overeen qua
configuraties en nog niet genoeg kennis dat snel zelf te vinden hoe ik het kon opzetten (zoals
bv sales assistant of org unit voor work distrubution)

Lesson 3: Describing Q-Gates

 Provides SAP methodology for cloud implementations

 Framework for best practices

Keys to project success

- Make sure all stakeholders agree to scope

- Discuss resources, project manager and business leads
- Gain sign-off
- Use SAP methodology
- Pragmatic workset
Unit 3: Account and Contact Management

- Gives overview of customer so that all employees can see collective info
- Integration with SAP CRM/ERP possible
- Customers -> Accounts/Contacts
o Accounts: organizations (or corporate accounts)
o Contacts: persons related to organizations
o Individual customers (or individual accounts)

Corporate vs Individual accounts

 Accounts can be maintained by

o Uploading them through data migration tools
o Search and display
o Through data from ERP
o Creation of accounts
o Account teams
The following slides (on page 57-69) give an overall view of all the tabs under each account and explain it
slide per slide. They will be mentioned shortly further on in short notes if more information is required.

Calendar view

Account details – feeds

 Displays updates on the account

Account hierarchy
 Shows which accounts are linked to each other through a partner-child relationship
 In CRM: can be used for organizational structure
 Each ‘child’ can only have 1 parent account

Account team
 Defines which team is responsible for the account
 2 standard roles:
o Account team member
o Employee responsible – Sales
 Empl respon – sales is same as the owner, and there can be only one employee responsible for
this role
 Can be uploaded trough data migration
 Custom role for account can defined in ‘party role definition’ in fine tuning

Address maintenance (ship-to, bill-to)

Map view/geo tracking

 Persons that have a relationship with the account
 Info can be stored at contact level or at the relation between the contact and the accounts
 A contact can have multiple accounts
 Can be synched with ERP, Outlook and Lotus Notes

 Main relationships between accounts and between accounts/persons
 Bidirectional types of relationships
o Has a reseller/is a reseller
o Has a distributor/ is distributor

Configurable duplicate check

 Duplication check
 Assign parameters
o Best to check when creating new accounts

Contextual reporting
 Standard reports for accounts
o (Average) sales cycles
o Revenue trend
 Can be added as mash-up

Account opportunities/leads
 Can be created directly from the account view, defaulting most fields based on account
o To create new leads/opportunities

Account 360 overview

 Information can be brought in from SAP CRM,ERP and Sap NetWeaver Business Warehouse (BW)
o Additional info about finance and logistics
 Only possible with previously mentioned systems

Account sales document

 Can be created directly in account work center
 If SAP CRM/ERP is integrated orders can be send automatically

Social profiles
 For individual customers
 Social media

Account activities
 Track all relevant activities for the account
o Appointments, tasks, phone calls, emails,…

Visiting hour for accounts

 When you can visit or meet the account
Account summary
 PDF with all the relevant info about the account
o Contacts, relationships, account team, sales data, open activities, visits, opportunities
and leads, sales quotes, campaigns, tickets …

Territory management
 Assign accounts to territories
 Adjust it to changing markets
 Rule determination such as sales and leads

Marketing attributes
 Via html5, social media, tablets, …
 Only for SAP CRM/ERP

SAP ERP/CRM Customer Factsheet

 No need to connect via VPN or special set-up to view accounts and prospects

Lesson 1

Ex11 Create an account

 Could not save account team because of error: ABC classification mandatory key and could not
fill in anything

Unit 4: Products and Price Lists

Lesson 1: Products and price lists concepts in C4C sales

Product entities

- Materials
- Services
- Entitlement product: right to use materials/services
- Warranty
- Individual product: unique identification (license plate)
- Product cat. Hierarchy

Product administration
 Maintained in administrative UI
 A product has following components
o Product cat.
o Product basic data
o Price and discount
Product category hierarchy
- Products must be assigned to a product cat.
- Product cat. Are assigned to a hierarchy
- To create and maintain cat.’s go to product work center -> product cat views
- New hierarchy: manually or via migration upload
- Existing: maintain prod. Cat.
- Create new cat. Via ‘actions’
- Maintain description and details via assignment allowed

Manage products
- Create and maintain products -> Products work center and products view

Create and edit products

- Product name Product cat. Assignment Unit of measure
- Status Notes Product image Attachments List of prices

Product – sales facet

- Sales org. + dis. Channel = depend on unit of measure
- “ “ + “ “ = “ “ status
- “ “ + “ “ = “” status notes
- Customer part number

Registered products
- Assigned to a specific customer and has unique serial number
- In a ticket, the agent can identify the unique customer product, and the warranty/service
entitlements to this product

Competitor products
- Competitors -> competitor products
- Can be assigned to opportunities and surveys
- Can be uploaded with migration tool
- Authorization controls on competitor products

Price list
- Product work center – price lists view
- Create a price list
o Add validity
o Select products and add pricing
o Add scales if needed
Product list
- Select cross/up/down
- Based on product list: required products
- Assign CR/UP/DOWN
- Assign product list type to proposed product
- Cross selling: products can be added to sales document
- Down/up: required products replaced by proposed products

Lesson 1 Ex12: Create a product Unit of measure didn’t work

Unit 5: Org. Structure
Lesson 1: Role of org. str.

- Needed for config.

- Org unites: who reports for what?
- Reflects legality, operations and functionality
Confirm -> map -> understand -> setup -> review

Org structure settings


sales org service org

- Role of org -> (ex. Reporting line unit)

- Functions (ex. Purpose = sales/service)
- Addresses (info about unit)

Org backbone for workflow and work determination

- Sales is responsible for:

o Leads and opp
o Sales quotes
o Sales orders
- Work centers
o Customers (accounts and contacts)
o Activities (appointments, emails, calls, tasks)
o Sales (leads and opportunities)

Lesson 1 Ex13 Edit org structure How to delete what you added to org structure
Unit 6: Territory management
Lesson 1: Complex territory hierarchy structures

- Integrate with SAP ECC/CRM on premise

- Perform territory alignment
- Perform analytics using territory dimensions
- Create territory rules based on business requirements

Use in C4C

- Adjust territory hierarchy

- Adjust territory teams with roles
- Assign same account to one or more territories
- Use account attributes to define account assignment and define who owns that
- Define named accounts and territory overrides
- Use rule-based realignments to predetermine territory in account and business documents
- Analyze sales
- Grant data authorization based on territory

Sales admins perform associated tasks under: Sales -> Territories

Scope: Sales Next navigation step Account and Activity Management Next navigation step Sales
Territory Management
Questions: (Optional) Assign Multiple Territories per Account
Start of the navigation pathSales Next navigation step Account and Activity Management Next
navigation step Sales Territory Management Next navigation step Do you want to assign an account to
more than one territory?

Territory hierarchy

- Define hierarchy structures and adjust these structures

- Uploads possible through Excel and API’s:
o For territory hierarchies
o Territory teams
o Delta uploads for territory mapping

How to upload: Tabs ‘Upload Terr Hier, Upload Terr Team, Upload Terr Map’

Territory mapping
 Delta upload with create/delete mapping
 Open automatically when you choose the tab in C4C
Territory teams with roles
 Different territory teams and their roles
 Assign same person to multiple territories
 Employee reassignment
 Determine involved party of business document based on territory team role

What types or records have territories?

 Territory hierarchy helps to achieve matrix org. structure, as the same person can be assigned to
several territories

Scope to enable territory management

Business configuration -> Implementation projects -> New -> Scoping step/Questions step -> review ->
Change -> Business config. -> Impl. Projects -> Edit project scope -> ….

- When you have decided if you need terr. man, you can decide if you need:
o Single territory or multiple per account
o Scope system to realign runs and remove accounts that do not need territories
Territory assignment rules
 Use account attributes to define rules and calculate terr. assign. On account
 Standard attributes are supported by C4C

Override territory flag

- If you don’t want to use rules you flag the territory to assign it to your account of choice.
o Remove it: Territory realignment run and calculation will happen

New alignment run

- Sequence of rules
- Download/upload rules from Excel
- Territory assignment
- Adapt columns to change fields used for rule definition

Account team and territory team

- Single territory per account:

o Can be overridden manually by flag on acc
o Can be uploaded from Excel
o Can be calculated based on rules system
- Multiple territories per account
o Manual update Excel
o Calculation rules system
o SAP ERP can be used when creating transactions, the territory is automatically

Single territory per account

Sales -> Realignment runs -> New rule -> Select accounts -> Review rules -> Review Exceptions ->
1. Select accounts: Realign all accounts or filter that you want to align (by country, region, …)
2. Review rules: Territory relationship is calculated based on a central condition table
a. First rule that meets criteria decides the territory. Make sure top rules are more specific
and defining.
3. Review exceptions: relationships can be uploaded using Excel
a. Review changes before you make them final or before they have following status
(Simulation started, Simulation finished, schedules, realignment execution
4. Results: Tool and rule will now allow you to realign accounts and territories

Multiple territories per account

Key differences with single territory account:

- Rules are executed against each account, resulting in assignments of multiple territories per
- SAP ERP Sales area can be used as that results in multiple territory per account by sales area
- Exiting business will not be realigned
- When creating an opportunity for a business account, only that account will be updated with this

Access restrictions
- Unrestricted user: user can view and edit all records
- Restricted user: Can edit based on restriction rules
- Two employee hierarchies
o Org. Model
o Territory Hierarchy

Example p. 88 -> which person can access which data (C4C10V19)

Owner realignment

- Available when terr. man. Is not in scope

- Designed o transfer accounts
- Remove current owner flag

Lesson Ex14 Config. Terr. Man.

Unit 7: User and Role Management
Maintaining employees and explain what a business user is

- Confirm the project team’s understanding of C4C

- Confirm the understanding to create users
- For every employee you create -> a business user is made
o Create records manually or by migration template
- Business user: user that you edit for attributes and access rights

User setup and authorization

Employee and business users

Employee Business User

- (EMPL) Manually added or with migration template

o (BUS USER)For every employee system makes business user
- (EMPL) Lets use data from the solution via org structure, team assignments, workflows
o (BUS USER) allows you to control centers and views

Business roles

Administrator -> Users -> Business roles/Employees/Business users…

- Predefine rights of access and assign them to business users

- Admin does this
- Template will roles -> assign and copy them from existing users
- Work center and views are auto populated
- Use mass data maintaining tool (employees and users template) to assign roles to users in a

Access rights and restrictions

- Done on business role level

- Restricted to employees and territories
- Access context bundle context specific rest. Rules
- You need to set at least the write-access to restricted before you can see the applicable
restriction rules

P. 102 (C4C10V19) -> Extra information on access rights and restrictions

Configure access rights for business roles workcenter assignment

 Assign access rights for a specific role

Administrator -> Users -> Business roles -> New -> Business role -> Work center and view assignments

Config. Access Restrictions

 Define access restrictions for a role
 Define org-specific restrictions based on Sales-Unit/Employee and customers’ geography (
Administrator -> Users -> Business roles -> New -> Business role -> Access restrictions

Config. Access rights for business roles and access restrictions on field and action level
 Fine-tune role-specific access for fields and actions

Administrator -> Users -> Business roles -> New -> Business role -> Fields & Actions

Lesson Ex15 Create a new employee

Ex16 Create and maintain business roles
Ex17 implement access restrictions
Unit 8: Data Migration
Guiding customer on which data should be migrated

Data migration
- Is necessary to avoid:
o Decreased productivity due to bad data and information
o Mishandling of open transactions impacting operations
- You can migrate data between storage types, formats or computer systems

Data migration steps

Data migration discussions – objectives

- Understanding concept and key activities

- Understanding tool and templates
- Resource assignment and responsibilities
- Verify scope and method
- Verify project’s cutover approach
Data migration (methods)

Data migration templates

- Available for each migration object
- Provided by SAP
- Predefined structure
- Tabs to group data in units
- Field definitions: used during population of templates
- When templates filled: upload data
To download templates: Business configuration -> Implementation projects -> Activity list -> Prepare for
Data Migration

Data workbench
- Import/export/update date from C4C
- CSV Files
- Possible to upload data from a legacy system, from a third party system and data that is
manually maintained in a CSV file into C4C
- CSV must be mapped to the fields in the system
- Template can be used to store mapping information

Mass data maintenance

- Allows you to correct business data and update it into C4C
- Three steps: 1) Export 2) Change 3) Import

Lesson Ex18 Upload data with data workbench

Note: blank templates download from Fine-tuning (bus config)-> implementation project -> open activity
-> prepare -> prepare data migration

Unit 9: Integration (!!!)

Lesson 1: Integration scenarios with CRM and ECC

SAP HANA Cloud integration

Packaged integration for On-Premise Integration

Integrated Sales Process

SAP Hybris Cloud of Customer – SAP ERP

SAP Hybris Cloud for Customer Integration with SAP ERP – Master Data View

SAP Hybris Cloud for Customer Integration with SAP ERP – Transactional Scenario View
SAP ERP External Pricing for SAP Hybris Cloud of Customer Quote

SAP ERP Customer Factsheet as PDF

SAP ERP Customer cockpit via mashup
Complete SAP ERP Document flow and pdf’s

Sales order integration

Work ticket integration

- Integration with External Applications and Solutions -> Integration into Sales, Service, and
Marketing Processing -> Do you want to create follow-up documents for service requests from
your cloud solution to an external application?
- Service -> Work ticket -> Open the one you need -> Service and repair

Account 360
Block External Follow- up documents from prospects

SAP CRM Integration – Master Data

SAP CRM – Transaction scenario view

Note: There is external pricing for the quote with the creation of an order in SAP CRM. Document flow
provides the pdf’s.

Using HANA CLOUD integration or Sap NetWeaver process integration

Pro’s and con’s C4C integration

Four keys to successful integration

1. Start with a functional view of the business processes. What needs to be integrated?
2. Understand that integration requires some configuration
3. Determine early in the project the amount of custom fields needed
4. Ensure the project team includes functional and integration resources

Lesson 2: Describe integration with Microsoft outlook

- Synchronize some info between email and SAP system (like leads and opp’s)
- Emails from outlook will be shown as response as a ticket
- Install yourself as customer as an add-in on your personal device
- Download -> add-in from solution and follow set up there

Lesson 3: Benefits of integration with social media

o Collaboration tools, groups, feeds…
o Groups associated with accounts, opportunities, products and tickets
- Integration SAP JAM:
o Decide mapping approach
o Set up technical connections

SAP Cloud for social engagement

- Better customer experience
- Find customer insight
- Collab with team across organization to resolve issues

Social media process overview: Facebook and Twitter

Social media channels

Features and social capabilities

Unit 10: Notifications, Workflow and Approvals
Lesson 1: Set-up approval processes for opportunities

Workflow key features

- Send notifications based on complex conditions
- Define conditions based on standard fields, adaptation fields, PDI fields, or calculates values
- Trigger automatic emails
- Automate field updates
- Trigger actions
- Schedule workflow based on:
o Date (start date, end date…)
o Relevant time
o Actual date and time
- Create multi-step approvals

Workflow rules

Admin -> Workflow rules

1. Select object -> Choose timings -> define condition -> define action

Rule definition
p. 136- 143 -> Slides van het process om workflow aan te maken en mogelijke opties


1. Scope and action approva via business config

2. Set up approval process
a. Copy approval process
b. Define approval determ and process steps
c. Define approval condi
d. Edit validity
3. approval warn message
4. Submit sales 4 approval
5. approval status and tracking
6. approval notes history
7. approval notif via email
8. Approved quote auto seb to cus based outp settings

Lesson Ex19 Set-up workflow rules

Ex20 Set-up approval process for sales quotes
Unit 11: Personalization and extensibility
Lesson 1: How to personalize and adapt

Admins can disable this: Adapt -> Company Settings -> Disable user personalization features

1. Add extension field -> Adapt -> Edit master layout -> add fields
2. Define ext. field properties
a. Mandatory or read only
b. Use in other fields like templates, data source reporting
c. Access field details -> field def.
3. Delete changes -> Adapt -> discard changes

Manage master layout vs page layout

- Global template managed by global admin, only changes here change page layout
- Page layout: local template by local admin, makes new fields mandatory/read-only/invisible
- Changes like: new feed, change label and moved fields is on master layout
Code list restrictions


Mashup types
Language adaption
Admin -> general settings -> language adaptations
Or change terminology to your preference:
Ex: Individual customer -> patient
Ticket -> Inquiry

Custom Object Builder

Page layout

Custom forms (recommended to make Z templates from sap provided ones)

Content transfer

Lesson Ex21 Create extension field

Ex22 Page layout / assign business role
Ex23 Code list creation
Ex25 Create URL mashup

Unit 12 Analytics Framework

Lesson 1: Standard reports and create/modify the reports

Analytics Framework
- Integrated to support business processes
- Real time and no persistency in a separate business warehouse layer
- 3 types of analytics
o Standard reports
o Custom reports
o Interactive dashboard
- Config: Assign reports to business roles or not
- Config: See real data instead of test data when creating custom reports

Standard reports
- Delivered with the system
- View them using analysis tool -> using add-in for Excel or mobile
- Change view of report data through custom fields

Report list
- You can filter report lists by category, favorites… Mark them as favorites, open in Excel or Mobile
Analysis in web browser
- You can choose:
o View
o Choose selection
o Maintain selections
o Filters and change drill down
o Select charts, refresh data, zoom on charts, view charts and tables together

Analysis view web browser

- Menu to Maintain settings
- Mail report
- Open in Excel …
- View chart values
- Cate exceptions and conditions
- Maintain key figure settings

Microsoft add-ins
- More advanced analysis can be performed if a MS Excel workbook using SAP add-in

Custom reports
- Adapt from default system
- Join with other data sources
- Your own/delivered data
- Create own calc./metrics for comparison

Attributes of custom reports

KPI monitoring
- Home page and customer insight
- Easy to use in analysis
- Pattern for easy representation
- Customizable view

Interactive dashboard
- Provides the big picture of your data in real time
- Based on existing reports and provide:
o Analysis on iPad
o In-place interactivity and drilldown
o Set-up for browser
Interactive dashboard runtime
- Chart-to-chart interaction based on custom defined connections
- Drilldown mode for quick filter and analysis
- Quick view of transaction to enable productivity and actionability

Dashboard designer
- 6step guide to create and publish dashboard for browser/iPad
- Analysis in hmtl5

SAP Business Warehouse

Pros and Cons of Mash-up VS data transfer approach

Design cloud data source

Upload data to cloud data source

Broadcast reports

Lesson Ex26 Create custom report

Ex27 Assign report to home-page
Ex28 Create interactive dashboard

Unit 13: Mobile

Lesson 1: Different mobile access options

- Native apps for:
o C4C iPad
o Customer insight iPad
o C4C iPhone
o C4C Android
o Hmtl5 can be accesses from browser on mobile devices like Android tablets
C4C for iPad
- Download add-in
- Connect to tenant url
- Log in with your business ID and PW
- Synch offline
- Group, rearrange and personalize tiles and navigate item details

Lesson Ex29 Work with iPad

Unit 14: Solution Walkthrough
Lesson 1: Prepare C4C for customer environment walkthrough

Solution walkthrough
- Use relevant data so customer can relate
- Personalize screen to show the work centers they will use the most
- Make sure everything is configured
- Test before showing anything
o Never show what hasn’t been tested

Conducting solution walkthrough

- Start with basics
- Move slowly so everyone keeps up/so they can ask questions
- Demonstrate what you show for better understanding
- First show standard and then move to what you customized
- Show process multiple times

Lesson Ex30 Do a walkthrough

Unit 15 Go-Live
Lesson 1: Typical activities

After Go-Live
- Customer key responsibilities
o Processing incidents
o Users with access authorizations
o Background jobs and communication with external systems
o Adapting solutions, scope and configuration settings
o Test upgrades
o Training new employees
Fine tuning changes
Change project creation

Change project types

- Production runtime of system is connected with live project, but not with change projects in the
- Testing of changes can’t be tested in production
- Two types of change projects
o Local change project
o Remote change project
- Local change project
o Various lifecycle stages within the same production system it was created
o These changes are used for small changes where testing is not required or can be made
after it is merged
- Remote change project
o Moved to another test system
o Tested in new test tenant before it will be merged in production

Change project lifecycle

Case studies
Managing tenant

Solution profiles
How object can be moved (many not included in solution profile copy)

Recommended system landscape with integration and SDK