I recently switched to the SAP Jam team within SAP and, of course, my first questions were around SAP Jam use with C4C.  In this blog I’ll explain why you might be interested in extending your C4C knowledge with SAP Jam, then I’ll discuss how you can ‘kick-the-tires’ with the SAP Jam developer tenant.

Before jumping in to reasons to use SAP Jam with C4C, let’s first discuss some reasons to use SAP Jam, who the users would be, and why.

As any employee within a company, there are company-wide processes that impact the employee.  The most basic is company communication. Whether it be information that is pushed to the employee, or information the employee pulls. There is learning/research the employee must do, as well as on-boarding for new employees or transferred employees. All of these require some type of interaction with another person or department within the company.   Examples of usage for SAP Jam for every employee may include:

• Enroll in benefits
• Jam as the intranet where, as an employee, I get to any information within the company
• Within my department, access to information and knowledge needed to do my job.  Creation of my own jam rooms to collaborate with colleagues on projects.
• As a new employee, Jam for onboarding and learning

Now, let’s take those general scenarios and add-in the collaboration based on business data from applications.  So, in the case of sales, SAP Jam, when integrating with C4C will know the context for business data: for example SAP Jam will know data that is accounts versus opportunities.  C4C data can be a launch for collaboration in SAP Jam.  Example:  A chip manufacturer had a problem accepting orders that could not be fulfilled on-time due to the limitations of the fabrication plant for delivery.   A collaborative process is required to know if the chemicals are ready, the machine is booked, and the experts have agreed this order can be fulfilled on time.  SAP Jam is used to do the collaboration for the order prior to the order being booked

If you’re trying to figure out if SAP Jam integration makes sense for your sales and/or service teams, here are some of the questions you can ask:

• What is the nature of the sales team?  Does the sales rep handle the opportunities completely on their own, or does the sales rep have to talk with disparate teams, maybe rely on partners?   Are the goods sold complex or all simple single products? How often does the sales force change? Is the average tenure a few months or years or decades?
  • The more simple the sales deals and the longer the sales rep, it could be SAP Jam will not add a lot of value.  But, if there is a lot of email exchange, the deals are complex where multiple people are needed, or the products sold are complicated, then Jam for specific deal support makes sense.   In addition to supporting the deal, all the documentation can be reused for the next complex deal. 
• How often do you have opportunities to shape RFP for your customer – could you influence the RFP with collaboration with the customer? For example: create a deal room in Jam,  invite customer, provide videos and other content.
• From the perspective of support, how often are service tickets escalated to experts?  Do you have a knowledge base that collects the ‘wisdom of the crowd’ to respond to issues?

As you can see from the questions above, any sales or service process that requires the input from experts, advice from the collective wisdom, integration with business systems so the business data is included in the collaboration, anytime information/collaboration should be saved to reuse in another deal, then it's an opportunity to use SAP Jam.

If you are part of IT, then SAP Jam could make sense for you as well.   You can bring in data/content from CMIS systems such as Sharepoint, and business systems such as Jira.  When IT uses Jam for the business users to collaborate, those business users can self-manage, not requiring administration by IT.  IT puts in place rules on who can create groups, determine if external users are allowed.  IT additionally can block particular external users (for example, no users with the email domain of your top competitor can be invited).  SAP Jam can be used to communicate to all employees.  Examples include servicing as an intranet and/or an IT help desk.

If you’re still reading then maybe you’re ready to try out SAP Jam.  Hopefully if you have C4C, you’ve either purchased SAP Jam or you plan to purchase soon. However, if you’re not there yet, you can use the SAP HANA Cloud trial to try-out SAP Jam.  This gives you a developer tenant. The developer tenant is not intended for POC’s or complex scenarios, it is just intended to try out all the major functions/features. You can try whatever you like, but you cannot create any support tickets.  There is a social software community on SCN, so you can post your questions there.

First,  let’s start with access.   Go to https://hanatrial.ondemand.com.  If you already have an account, then sign in.  Otherwise, register to create yourself an account.    Select the “Services” and see if SAP Jam is enabled. If not, just select it to enable it.

Once this is done, select SAP Jam and select “Go to Service”.

This takes you to your developer edition – now you are in SAP Jam!

Now you can do some reading in the Social Software community in Jam. You can also use the Admin feature to start to configure Jam.

Actually, I started here by just reading the Admin guide .

So, get yourself an account and download out the admin guide from help.sap.com. In later blogs I’ll discuss the parts I just learned:

• Using OData for HCP app to call SAP Jam
• Embed 3^rd party application into SAP Jam
• Embed SAP Jam into HCP application
• Consume 3^rd party app inside of SAP Jam using OData

I hope to be integrating SAP Jam with C4C soon.  I'll use this blog to help me.  I know there is a guide at https://service.sap.com/cloud4customer.  So far I've read it, but have not tried anything.  Also, here is a good overview of how SAP Jam is used with service tickets.

Here is the next blog that describes my first experiences in setting it up - this includes using the Jam developer tenant:

My first experiences integrating SAP Cloud for Customer with SAP Jam

Hi guys,

I am posting this way to send a Mail to the Approval Party.

In this case i need to sent a Mail to the Appover  with the link to the Sales Quote.

import ABSL;

import AP.FO.Activity.Global as prop;

import AP.Common.GDT as GlobalDataTypes;

import BASIS.Global as globalBasis; //for the pdf

import DocumentServices.Global;

import AP.FO.MOM.Global;

var elEmailRoot : elementsof EmailActivity;

var elEmailParty: elementsof EmailActivity.Party;

var instEmail;

var emailBody;

var emailSubject;

var elEmailTxtColl: elementsof EmailActivity.TextCollection;

var elEmailTxtCollTxt: elementsof EmailActivity.TextCollection.Text;

var elEmailTxtCollTxtCntnt: elementsof EmailActivity.TextCollection.Text.TextContent;

var instEmailTxtColl;

var instEmailTxtCollTxt;

var instEmailTxtCollTxtCntnt;

var instEmailAttFld;    

//Email instance creation

emailSubject = "Notificacion Descuento Manual";

elEmailRoot.Name.content = emailSubject;

instEmail = EmailActivity.Create(elEmailRoot);     

var aprobador = this.Party.Where(w=>w.RoleCode=="71").GetFirst();

if(aprobador.AddressSnapshot.DefaultEMail.IsSet())

{

  elEmailParty.PartyKey.PartyID.content =aprobador.AddressSnapshot.DefaultEMail.URI.content;

}

else{

  elEmailParty.PartyKey.PartyID.content = "donotreply@my308221.mail.crm.ondemand.com";//"8000000102";

}

instEmail.MessageToParty.Create(elEmailParty);

//Create att folder

instEmailAttFld = instEmail.AttachmentFolder.Create();

//Add attachment1 (html body)

var doctype : GlobalDataTypes:DocumentTypeCode;

var binaryObject : globalBasis:BinaryObject;

var docDesc : GlobalDataTypes:Description;

var docName : GlobalDataTypes:LANGUAGEINDEPENDENT_Name;

var docAltName : GlobalDataTypes:LANGUAGEINDEPENDENT_Name;

var bin : globalBasis:BinaryObject.content;

//Sales Quote Data

var propietario = this.EmployeeResponsibleParty.PartyUUID.content;

var nroOferta = this.ID.RemoveLeadingZeros();

var cliente = this.Party.Where(w=>w.RoleCode=="1001").GetFirst().Party.CurrentName.PartyFormattedName.content;

var emailFormatted = "<html><head></head><body>";

//Append to Mail body

//Add a Customer

emailFormatted = emailFormatted+ "<b> "+ cliente + "</b>" +" ha solicitado la aprobaci&oacute;n de descuento para la Oferta de Ventas <b>#"+nroOferta.content.RemoveLeadingZeros()+"</b><BR><BR>";

emailFormatted = emailFormatted+ "<b>Cliente: </b>"+cliente+" <BR>";

//GET ALL THE PRODUCTS

//Append to mail body

foreach (var product in this.Item)

{

  var prodDescription = product.Description;

  var descManual = product.DiscountValueManual;

  var valueIVA = product.ValueIVA;

  var impConsumo = product.ConsumerTaxValue;

  var totalValue = product.MotorcycleTotalValuePosition;

  var basePrice = product.BasePrice;

  //Armo el producto

  emailFormatted = emailFormatted + "<b>Producto:</b> " + prodDescription.content+" <BR>";

  emailFormatted = emailFormatted + "<b>Precio de Lista:</b> " + basePrice.content.RoundToString(2)+" <BR>";

  emailFormatted = emailFormatted + "<b>Descuento Manual:</b> " + descManual.content.RoundToString(2)+" <BR>";

  emailFormatted = emailFormatted + "<b>IVA:</b> " + valueIVA.content.RoundToString(2)+" <BR>";

  emailFormatted = emailFormatted + "<b>Impuesto al Consumo:</b> " + impConsumo.content.RoundToString(2)+" <BR>";

  emailFormatted = emailFormatted + "<b>Valor Total:</b> " + totalValue.content.RoundToString(2)+" <BR><BR>";

}

emailFormatted = emailFormatted + "<BR>";

emailFormatted = emailFormatted + "Por favor dirigase a la oferta";

//HERE I AM CREATING THE LINK TO THE SALESQUOTE

emailFormatted = emailFormatted + " <a href=\"https://my308221.crm.ondemand.com/sap/public/ap/ui/repository/SAP_UI/HTML5/client.html?";

emailFormatted = emailFormatted +  "app.component=/BYD_COD/SalesOnDemand/Quote/COD_Quote_TI.TI.uicomponent&app.inport=Inspect&hideshell=true&Key=ObnKey$";//%3C?xml version=\"1.0\"%20encoding=\"utf-16\"?%3E";

emailFormatted = emailFormatted +  "&#60;ObnKey&#62;&#60;Source&#62;&#60;SourcePath&#62;/BYD_COD/SalesOnDemand/Quote/COD_Quote_OWL.OWL.uicomponent&#60;/SourcePath&#62;&#60;/Source&#62;&#60;Path&#62;/Root/CustomerQuote[";

emailFormatted = emailFormatted + this.UUID.content.ToString() +"]/ID&#60;/Path&#62;&#60;Data&#62;&#60;ID&#62;"+nroOferta.content.RemoveLeadingZeros()+"&#60;/ID&#62;&#60;/Data&#62;&#60;/ObnKey&#62;\">";

emailFormatted = emailFormatted + nroOferta.content.RemoveLeadingZeros() + "</a>";

//&#60; <

//&#62; >

//Anexo Link para acceder al

docName = "body.html";

doctype.content = "10001";

binaryObject.mimeCode = "text/html";

binaryObject.content = Binary.ParseFromString(emailFormatted + "</body></html>"); //"<html><head>"+this.ActivityReference.GetFirst().CustomerQuote.Name.content +"</head><body><div style=\"font-weight:bold;\">test</div></body></html>");

instEmailAttFld.CreateFile(doctype, docName, docAltName, docDesc, binaryObject);

instEmail.Send();

Best Regards,

Pablo

          SAP Launch methodology is designed to have successful implementations of cloud solutions by SAP. All of you may be familiar with the ASAP methodology by SAP for the on premise solution implementation. In compare to that SAP Launch methodology is tailored to accommodate the implementations scenarios of cloud based solutions. Launch methodology has mainly 4 modules 1) Prepare, 2) Realize, 3) Verify and 4) Launch. In this blog I would like to share with you an overview of all these phases.

Let me take you through the different phases of SAP Launch methodology

1. Prepare

In this phase we will do the project kick off meetings and will come up with an agreement on the project scope and solution scope with all stake holders of this project

We also have to prepare for the integration scenarios in this phase. We have to decide what all integrations we have in this implementations

1. Realize

In this phase primarily we will complete all solution configurations and developments as per the solution design

We will have a walk through with all stake holders and will get their consensus on the solution we developed.

1. Verify

   In this phase we will have all the testing and integration of the solution we developed.

We will also do the cutover preparation and data migration in this phase.

1. Launch

This is the application go live phase we will load the application into production tenant with all its integrations. We will execute the cutover. Also will have the post go live support and a handover to the support team for the successful usage of the application

SAP Launch methodology have below 4 Q Gates

It is a usual practice to periodically copy all the data from a production system to a test system for setting up a demo system, test system or a training system. In case of SAP Business suite system customers copy their production system to a test system using for example system copy and in case of SAP Hybris Cloud for Customer (C4C) a copy of a productive using the service control center as mentioned in the link here.

The challenge is after the systems are copied, how to ensure the integration still works, for example if we edit an account/customer in the copied cloud for customer tenant, the change is updated in the corresponding copied SAP Business suite system.

In this blog I will discuss about the various aspects that need to be considered for exchanging data between the copied tenant for Cloud for Customer. This post is about explaining the concept even though as a customer or partner, we would simply use the tool to perform the steps discussed here.

Note: The scope is here limited to integration with SAP Hybris Cloud for Customer.

ID Mapping:

As we know ID mappings are always stored against the communication system.

That is in the back end implementation all ID mappings are associated with a technical UUID representing the business system ID defined in the communication system.

Tenant copy process copies all the communication system, communication arrangements , ID mappings from the production tenant to the test tenant. Since the test system for the corresponding SAP Business Suite system will have a different IDOC logical system ID, it makes sense to create a new communication system for the business suite system in the copied tenant. So now for the integration to work all the ID mapping entries need to be adjusted to use the UUID corresponding to the communication system we just created.

Business Transaction Document (BTD) Reference:

BTD reference is used to depict the follow up documents in other words it is used to show the document flow. As shown below for Sales Quote 883 in SAP Hybris Cloud for Customer, Sales Ordrer 35868 was created in ERP and then subsequent documents from ERP are also shown.

As the subsequent documents are coming from an external system, the relation ship between Sales Quote and the ERP order is stored using BTD reference along with the system instance ID from the communication system. Since in the copied tenant all the BTD references still point to old communication system, these entries need to be adjusted to point to the new communication system in the copied tenant.

Sequencing at application level (In-app sequencing):

In SAP Hybris Cloud for Customer sequencing at application level is used for cases where EOIO has some limitations. The app sequencing is maintained using a simple counter. As an example let's assume we have a sales order which was replicated from ERP to C4C. Now we change the sales order in C4C and the changes are sent to ERP. But in the mean time the Sales order is also changed in ERP, so the change message that is coming from C4C should be ignored by ERP and this is achieved using in application sequencing.

In the example above.

1. ERP sends the sales order to C4C and set the counter value to 1. The Counter is also send in the replication message and stored in C4C as a remote counter.

2. C4C changes the sales order and sends the changed order to ERP along with the remote counter value 1

3. In the mean time ERP order has changed and counter is updated to 2.

4. So when ERP receives the message from C4C, with counter value 1, it knows it's an old message and ignores it.

As with ID mapping and BTD references, the app sequences are also stored with a reference to the communication system ID, which needs adjustment post tenant copy/refresh.

The tenant adaptation utility adjusts all the above mentioned objects so that integration between the copied systems will work smoothly without much manual effort.In the next blog will talk about how to the use this utility along with required prerequisites and known boundaries(what we support).

Overview

When integrating SAP Cloud for Customer (C4C) with the customer's on-premise landscape, the direction from the cloud to on-premise is the most critical in regards to security. It is best-practice to not directly expose the business systems (ERP, CRM) via the internet as they contain mission-critical business data. To secure the customer landscape and setup, SAP has proposed a reference architecture described in the Technical Connectivity Guide. Its major component is the so-called "Reverse Proxy" (RP) which acts as a gateway and single point of entry into the customer landscape. The RP terminates the HTTPs connection originating from the cloud and sets up another HTTPs or HTTP connection to the internal business systems (ERP, CRM) or the middleware (SAP PI). The setup of the SAP Web Dispatcher, SAP's own RP product, is described in detail in this blog.

For integration scenarios which are mediated via SAP HANA Cloud Integration (HCI), connection to the customer's on-premise landscape can also be setup via the SAP HANA Cloud Connector (SCC), an on-premise agent running within the secured network of the customer, as an alternative to the RP. The SCC sets up a permanent SSL tunnel between the HANA Cloud Platform (HCP) and the demilitarized zone (DMZ) of the customer, routing requests to the attached business systems such as ERP. Major advantages compared to the traditional RP setup are:

• No need to open any ports in firewall
• Easy configuration
• Increased level of security

The following picture provides an overview of an integration architecture based on the SCC. Details can be found in the Security Whitepaper and the Cloud Connector Operator's Guide.

Configuration Steps

The setup of the SCC is described in detail in the SAP HANA Cloud Documentation. The most important steps are:

     1. Install the SCC (see documentation)

     2. Set up connection between SCC and HCP:

          - Copy account name of HCI instance in HCP

          - Set up HCP user with role "Cloud Connector Admin"

          - Set up connection between SCC and HCI

     3. Set up connection between SCC and on-premise backends:

          - Expose on-premise backend (internal host) via a well-defined URL (virtual host name)

          - Connect to backend via desired protocol (e.g. HTTP, HTTPS)

          - Expose specific services on the on-premise backend (URL path whitelisting)

In addition to the setup of the SCC, the IFLOW on HCI side needs to be adapted in the following way:

• Protocol in the receiver channel settings needs to be changed from "HTTPS" to "HTTP" (as the SSL tunnel is permanent, the requests themselves are transmitted via standard HTTP protocol)
• Proxy Type changed from "Internet" to "OnPremise" (this is the indication from HCI runtime side to use the permanent SSL tunnel setup by the SCC)

Once these configuration steps have been performed, data can be sent from the cloud to the customer's on-premise systems via the SCC.

Motivation

When uploading a high volume of data into C4C via the Migration Workbench (MWB) performance is always an important aspect. The MWB supports various ways to support high-volume data loads, the most relevant ones being:

• Bundling: Multiple instances of an object (e.g. multiple customer records) can be uploaded with 1 webservice call
• Parallelization: Multiple parallel webservice calls can be performed at the same time

While the bundling factor is hard-coded per migration object (e.g. for accounts it is 10), the parallelization factor can be set by the key user within the MWB before the actual migration run. If it is not set explicitly, the default is 4. The below section describes how to adjust this factor which can result in a significant performance boost.

Configuration

1) After accessing the staging area of the MWB, click on "You Can Also" in the top right corner. There you will find the option "Adjust Settings for Parallel Processing"

2) In the following popup you can adjust the parallelization factor. If you open it the first time you will see the global default, which is 4.

Raise this factor to increase the number of webservice calls which are executed by the MWB in parallel at any point in time. Note that for the customer upload internal tests have shown that a parallelization factor of 30 results in the best migration performance.

When integrating SAP Jam and SAP Cloud for Customer, it was previously required to use SuccessFactors Foundation for user storage and provisioning. Now SAP Cloud Identity can be used.    Here is a webinar on using SAP Jam with SAP Cloud Identity led by the SAP Jam product owner for platform topics  I hope you can join us!

• Get introduced to the integration of SAP Jam Collaboration and SAP Cloud Identity.
• Learn more about the basic steps to setup and configure the integration.
• Understand how to maintain your SAP Jam Collaboration users within your corporate environment.

Dear All

Find below a direct link to get access to the SAP Hybris C4C Wiki. It seems to be the most complete source.

https://wiki.hybris.com/display/c4c/SAP+Cloud+for+Customer

Important TIP : Within the Wiki, you will find the "Welcome Pack".  It will help you navigate your way around Products & Services and is full of very useful information and tips.

Hope this helps you.

Best regards

Rémi LAURENT

In the last blog we looked at the design considerations for supporting integration, after a test tenant for a SAP Hybris Cloud for Customer system is created by coping a productive tenant. Now let's look at how to adjust the data post the tenant copy. I will limit the steps to Cloud for Customer system only and will talk about adjustments on SAP Business suite system and middleware (HCI/PI) system in a separate blog to keep the content short.

Prerequisites

Before we can use the utility/tool to adjust the content post the tenant copy, let us first look at some of the prerequisites that should be meet.

1. We only support Test tenant creation without change project functionality. Please see the wiki page Important Tips for Requesting Test Tenants (After Go-Live)
2. It is recommended to have close consideration on the timing of the request for the new C4C tenant with the creation of new on premise (CRM/ERP) test system so as to maximize data parity between the two systems. Data discrepancies due to timing issues of the two test systems could prevent subsequent master and transnational data from replicating successfully. Hence, no data should be created in either system and replicated back and forth. Just to explain this : Let's assume the test tenant was copied from a productive tenant on a given date. And after 3 days the SAP Business suite system was copied. Now the data that ware created in these 3 days is not available in the C4C test tenant, as the tenant was copied before these data existed in the system.
3. We need to create a new communication system and corresponding communication arrangements. Even though a full copy of tenant would copy the communication systems and the communication arrangements, we don't support adjusting the existing communication system details as of now.

How to perform the integration content adjustment post tenant copy

Navigate to Adapt Integration Content for New Tenant OWL using WOC Administrator-> General Settings-> Integration

Using Quick Create (New Adaptation), provide the Old and New Communication system details and execute

It is advisable to first run the tool in test mode to verify the how many objects are going to be adjusted.

Unchecking the Test Mode button above, would result in actual run.

The execute action triggers a background job and the status is updated in the OWL. Each job creates an application log.

The application log ID captures the result of the job run. Here we can see the no of ID mapping and BTD references adjusted for various BO in the test tenant.

That's it on the SAP Hybris Cloud for Customer side. In the next blog we will see what needs to be done on SAP Business suite and middleware system to make the integration work end to end post the tenant copy.

Till now, C4C 1602 release. The following login and devices support SSO:

1. SCI

2. NW SSO or another 3rd IDP (need to support SAML2)

Desktop: Windows/ Mac

• Silverlight
• HTML
• Responsive UI (RUI)

Tablet: IOS/Andriod OS

• Native App
• Extended Edition

iPhone/Andriod phone:

• Native App
• Extended Edition

Add-in:

• for Outlook
• for Lotus Notes

We don't test another scenarios but appreciated in case your feedback.

Regards,

Qiang

As of now we have looked at the steps to be performed on a cloud for customer system, now in this post, let us look at what needs to be done on SAP Business Suite system and middleware system, to support integration post tenant refresh and system copy have been performed on SAP Hybris Cloud for Customer (C4C) and SAP Business suite system respectively.

Prerequisites:

A system copy of the production Business suite system is in place.

Steps on ECC/CRM system:

The idea of system copy is to create a test or training system with data (master and transaction) identical to a production system. Since the system copy also copies external configuration data (RFC destinations and SOAMANAGER logical ports ), these need to be adjusted manually

1. Create a logical system for the C4C tenant using BD54. The logical system name should be the short tenant ID for the copied C4C tenant
2. Run BDLS – To update the old logical system with new logical system. (BDLS copies the partner profile from the old logical system to the new logical system)
3. Adjust the RFC destinations and SOAMANAGER logical ports to point to corresponding middleware (PI/HCI) system.

Additional steps specific to SAP CRM system:

For SAP CRM additionally the SITE has to be adjusted

Go to T-code SMOEAC and change the site name

And adjust the site attribute EDI partner number to logical system created for the refreshed C4C tenant

A special note about adjustment of DBTABLES which store tenant ID (For Information only…)

BUT0ID (BP: ID Numbers) DBTABLE stores the tenant ID as a part of ID number. Since the IDNUMBER column is neither of domain LOGSYS nor EDI_PARNUM, this table is not adjusted by BDLS. So a special routine (add-on) is executed with BDLS which replaces all the entries in the BUT0ID table where IDNUMBER contains the old tenant ID, with new tenant ID (logical system)

Steps on Middleware (HCI/PI) System:

Since middleware system mainly contains the configuration time data, it does not make a lot of sense to copy a middleware system. So usually we take any existing middleware system from a test(QA/training) landscape and configure it connect to the refreshed systems (SAP Hybris Cloud fro Customer and SAP Business suite system). The following steps need to be performed

1. Adjust all the receive channels to point to the copied systems (SOAP and IDOC receiver channels)
2. Adjust the value mapping entries
3. Adjust the host names in communication arrangement outbound service on C4C tenant and the RFC destination and SOAMANAGER logical port to point to the correct middleware system host. (For PI/PO system, make sure the port name is also adjusted)
4. Finally make sure to adjust all the authentication information (username and password or client certificate) at the relevant places.

With this now the copied SAP Hybris Cloud for Customer tenant should be ready to exchange data with the copied SAP business suite system. That's it from my side on the Tenant refresh adaptation support for Integration.

When integrating SAP Cloud for Customer with SAP Jam there are standard filters used when viewing objects such as Opportunities and Service Tickets.     For Opportunities, standard examples include:  Latest Opportunities, High Value Opportunities, Closing within 30 Days, and High Chance of Success.

This blog describes the common queries and how you can add your own filters.   

To view or edit the filters go to the SAP Jam Admin Console.

1.  Select Adminà Integrationsà External Applicationsà Find the name of your C4C environment and select the ‘Action’ dropdown à Choose ‘Manage Record Types’ ->

2.  Find the desired business object (i.e. Opportunity) and choose ‘Filters’ on the right hand side ->From here you can add a new filter or edit existing filters.

Before adding a new filter, you need to know the fields from the OData API.   For example, you want to add a filter for Opportunities generated from a Campaign. In the example below, the opportunity is ‘Q1 Red’ and the source is ‘campaign’. 

Next, look at the OData service.  You can view this in the “Manage Record Types” configuration in SAP Jam. Navigate to Admin → Integrations → External Applications.  Find the application for C4C and select Action → Manage Record Types. Then select Edit on the Opportunity record type.

Then copy the URL address in the ‘External Type’ section outlined below (https://<tenant>/sap/byd/odata/v1/c4c.svc/$metadata#OpportunityCollection) and paste it into you’re a new browser tab to view the annotation.

Next, look at the OData service.  You can view this in the “Manage Record Types” configuration in SAP Jam. Navigate to Admin → Integrations → External Applications.  Find the application for C4C and select Action → Manage Record Types. Then select Edit on the Opportunity record type.

Then copy the URL address in the ‘External Type’ section outlined below (https://<tenant>/sap/byd/odata/v1/c4c.svc/$metadata#OpportunityCollection) and paste it into you’re a new browser tab to view the annotation.

When looking at the OData service, search for the field you want to filter on.  When searching for Source, you notice Source and SourceText.  If you use the ‘Source’ field you will need to know the codes for each source type.  Code values normally come from the Business Configuration – Fine Tuning in C4C. You can find the code values by navigating to Business Configuration → Implementation Projects →  Open Activity List.  Then search for Opportunities in the Fine-Tuning phase.  

Drill into Sources and there you can find the codes.

In this example, we will use the “SourceText” field to type out the name of the source vs using the code value.  When typing out the name, be sure to get the upper and lower case exactly correct.

<PropertyName="Source" sap:filterable="false" sap:updatable="true" sap:creatable="false" FixedLength="true" MaxLength="3" Nullable="true" Type="Edm.String"/><PropertyName="SourceText" sap:filterable="false" sap:updatable="false" sap:creatable="false" Nullable="true" Type="Edm.String"/>

In this case, the filter value is: SourceText eq ‘Campaign’. 

The result in C4C:

Additional Tips:

The following are comparison operators:

• eq – Equal to
• ne – Not equal to
• lt – Less than
• le – Less than or equal to
• gt – Greater than
• ge – Greater than or equal to

The following are additional filters there are often requested. The syntax below can be copied into your filter.

To edit the filters in the Admin Console.  Adminà Integrationsà External Applicationsà Find the name of your C4C environment and select the ‘Action’ dropdown à Choose ‘Manage Record Types’ -> Find the desired business object (i.e. Opportunity) and choose ‘Filters’ on the right hand side ->From here you can add a new filter or edit existing filters. The syntax below can be copied into this area.

1.       Name
               Opportunities won due to Product differentiation

          Filter

    ReasonForStatus eq '005'

Enabled
true

The full list of reason codes for the win (or loss) can be substituted for the ‘005’ in the filter above:  These can be found using Fine Tuning.as described above.

2.       Name

                  Opportunities we Won

              Filter

                   Status eq '4'

               Various Status codes can be tracked (i.e. replace ‘4’ with ‘5’ to track Lost opportunities). Refer to Fine Tuning for a list of codes.

.

3       Name
             Lost Opportunities

         Filter

Status eq '5'

Enabled

true

4..       Name
              Opportunities in Sales Phase ‘Decision’

           Filter

   SalesPhaseText eq 'Decision'

You can replace the Sales Phase Decision with any of these other phases:

So get started creating your own custom filters and add them to your overview pages! Give us some feedback on how your doing with the customization.

If you have been following Ginger on SCN to check out updates on C4C education, you need to probably take a U-turn and start following me, because here is where I am going to give you the updates from now onwards.

The following is a list of non-SAP folks who have been certified.  Congrats to those listed below!  I've linked your names to your SCN profiles  - but if you have passed and I have the wrong link for your name, please just post the link in the comments and I'll fix it.  If your name is here, and I have not linked you to your profile, that means that there is at least one more person who shares your name, and I am not sure which one is you. Please post your profile link in the comments, and I will add it. If you've passed and don't see your name, post a note, and I'll check it against our records.

Updated as of April 2016.

Given that SAP Cloud for Customer (C4C) is still a relatively new product, it’s perhaps inevitable that I’m hearing as many groans of dissatisfaction from SAP C4C customers as screams of delight. So, what’s going on and how can we convert those groans into screams?

Without oversimplifying things too much, most of the issues appear to be not with the solution but with the way the solution is sold and subsequently the way in which the implementation project is set-up and run.

While SAP is looking to win net new names for SAP C4C the most obvious and easiest customers to convert are those that already run SAP software. The problem is that existing SAP customers have expectations about what they can or cannot do with SAP software and quite naturally automatically apply these expectations to SAP C4C.

They assume for example, that SAP C4C is simply SAP CRM in the cloud. It’s not. SAP CRM is at this stage significantly more flexible, more configurable and more extensible than SAP C4C. In a previous blog I compared SAP CRM with an ocean and SAP C4C as a lake. Admittedly, a forced analogy but nonetheless it indicates a big difference between the two products.

So, customer expectations need to be clearly set during the sales process. Customers need to understand (a) that they are buying into SAP’s vision of sales, service and social engagement best practice when they sign up for the solution and (b) that although the solution can be configured and extended the scope of changes are limited.

I’m also seeing that SAP’s cloud methodology is not being used and that traditional approaches to SAP project delivery are still being used. Why is this? Follow the SAP cloud implementation approach – it works – and maximize your chance of a successful project delivery.

Finally, SAP CRM consultants are being re-badged as SAP C4C consultants without the necessary training. Yes, there are of course lots of similarities between the two products but there are more differences than similarities. It is very easy – and dangerous – for an SAP CRM consultant to assume that capability exists in SAP C4C based on their knowledge of SAP CRM. This is a recipe for disaster. Following the SAP cloud methodology will mitigate against some of this but if you are running solution design workshops without adequate knowledge of the product you are going to make potentially costly errors.

So, to ensure project success and customer satisfaction, I would like to recommend that you consider the following:

Stop

Stop treating SAP C4C like traditional SAP software. It is different.

Stop making assumptions about SAP C4C functionality and capability. With SAP Business Suite solutions we have almost infinite capacity to adapt and extend the standard SAP solution. With SAP C4C we don’t.

Stop running blue sky workshops after you have chosen C4C. In the on premise world I’ve seen plenty of fingers get burned by taking this approach. In the cloud world you will lose your hands altogether. Blue sky post product selection with SAP CRM almost inevitably preceded a project with a significant custom development component. Blue sky post product selection with SAP C4C also precedes a project with a significant custom development component but because C4C is not as extensible as SAP CRM it also precedes a project where the customer has to make compromises about how they would like to use the software. This may require developments outside of C4C or off-system or manual processes which will feel like a giant step back rather than a leap forward.

Start

Start managing customer expectations from the outset. SAP C4C is still a young but rapidly developing solution.

Start educating your SAP consultants. An SAP CRM consultant does not become a SAP C4C consultant overnight. Over the last 12 months I’ve trained a lot of SI consultants in SAP C4C but nowhere as many as I trained when SAP CRM was at the same stage 15 years ago. SAP C4C customers should also invest. For one, it will allow you IT team to have sensible conversations with the SI during the project but it will also give you confidence in your ability to do things for yourselves post implementation.

Start using the SAP cloud implementation methodology – it works.

Continue

Continue promoting and selling SAP C4C. It’s the most exciting thing to happen to CRM in years.

Continue educating your sales teams in the solution. I’m hearing a lot of woeful stories of the sales team selling SAP C4C capability that doesn’t exist in the solution and may never exist in the solution. Inevitably the poor old delivery team is left to face the wrath of the customer when the promised capability cannot be delivered.

Next Steps

If you are interested in discussing any of the topics covered in this blog, feel free to contact me directly. You may also be interested in watching, "Confessions of an SAP Cloud for Customer Consultant" which elaborates on many of the points made in this blog.

This blog was first published at: http://www.dvwsolutions.com/blog/entry/how-to-ensure-sap-cloud-for-customer-project-success.html

Organizations frequently require insight in ECC information like Sales Orders, Deliveries, and Billing Documents etc. directly from SAP Cloud for Customer. SAP C4C provides the following functionalities;

• ECC Search
• Account 360 for recent orders
• ERP Customer Factsheet offers a PDF factsheet without the need for a VPN connection
• ERP Cockpit

The configuration for the ERP Cockpit is fast and easy and provides a standard Customer Cockpit that can be personalized by the user. Further customization of the ERP Cockpit is also possible, but requires custom coding on the customer cockpit functionality in SAP ECC.

Although the ERP Cockpit can be opened on a tablet, the ERP Cockpit is not optimized for touch navigation. Also a VPN connection is needed to access an ERP system in general. The ERP Cockpit is aimed at the (internal) Sales employee to quickly navigate to customer sales documents from SAP C4C.

SAP ERP Integration

The following graphic shows the integration options for Master Data with SAP ERP. The ERP Cockpit and the Customer factsheet are highlighted.

Prerequisites

ECC

• Minimum ERP 6.0, EHP 0, Support Package15 (SAP_APPL)
• SAP BASIS 7.0, Support Package 18 (SAP_BASIS)
• SAP Cloud for Customer Add-On CODERINT 600 (COD_ERP_INT 6.00). Requires latest Support Package.
• Higher EHP for specific functionality
• EHP4 to view print delivery of deliveries and invoices
• Adobe Document Server for preview of an ERP customer fact sheet in a PDF format.

PI

• SAP NW PI 7.1, Enhancement Package 1 (PI 7.11) or higher

HCI

• Eclipse for new customer integration scenarios
  

Configuration in SAP ECC

1. Go to transaction SFW5 and activate business function SD_01. Before activating check this link

2. Start transaction SICF, enter CFS_APPLICATION into the field ServiceName and press F8. The service cfs_application is shown in the next screen.

3. Right click on the screen and select Test Service.

4. A web browser is opened with an URL. Copy this URL to Notepad

Alternatively you can also do the following: Start transaction SE80, select Web Dynpro Comp/Intf. and enter CFS_COMPONENT and click Display . Then open web dynpro applications cfs_application and under the properties, copy the URL from field URL. 3. Now you can paste the URL in the mash-up and save your work.

Double Click on the CSF_APPLICATION node

6. On the Logon tab enter a (system) user and password

7. On the Error Pages list click on the Configuration button

8. Check the box “Deactivate login XSRF Protection

9. Save

Configuration: Cloud for Customer

1. In the Administrator work center choose Mashup Authoring and search for ERP Account Cockpit  (SM00105) and click on Edit URL and paste the url from step 4. This mashup is standard delivered in C4C and cannot be changed (Parameters, Port binding etc.)

2. Click on preview.

3. Add Communication arrangement in the Administrator Workcenter General settings

4. Edit mash up URL and activate the mash up. Now the ERP cockpit is available on the Account Sales Data tab.

5. Click on Communication Arrangement

6. Click on New

7. Add “Business Partner Customer Fact Sheet from SAP Business Suite”

8. Business Data

9. Technical Data

10. Edit Advanced Settings

Test the Customer Factsheet / ERP Cockpit

1. In C4C open a Customer that is also available in ECC. (In this example the customer has external id 1)

2. Go to the Sales Data tab and select a Sales Area

3. Go to the sprocket wheel (Actions) and select ERP Cockpit

4. A new browser window opens in which the External id of the C4C account and the sales area are pre filled and click on Start

5. The ECC Customer Factsheet is opened

From here on you have done the configuration to make the ERP Cockpit available in C4C. The final configuration of the ERP Cockpit (and factsheet) requires SAP ERP SD skills so make sure you have these available in your project. Once you have the ERP Cockpit opened you can jump to the PDF factsheet. For this you need to have installed the Adobe Document Server on ERP.

Also make sure that you comply to your organization's security policy regarding the use of a system users and deactivating the login XSRF Protection in steps 6 and 7 in the ECC configuration part.

For further information regarding the ERP Cockpit in SAP ECC check the following SAP notes:

• 1617090
• 637982
• 698664
  
• 1931254

For more SAP Cloud for Customer blogs, Tips and Tricks please visit the Acorel Blog Series here

CRM (customer relationship management) is a real buzzword of today’s business world and everybody is talking about CRM. Definitely that is the reason every companies is working to make their customers life easy. Different organization worked for creating value by developing different CRM product at different platforms for different organizations and their end customers. There are different products like SAP CRM, Oracle CRM, MS Dynamics CRM and others which added value by Improving information exchange between different departments and customers. Example interaction center etc to react quickly to customers' requirements.

Now is the age when customer want to know different status also about their interaction at different phases of sales / service and want to talk about different experiences he/she had at different interaction points. Hence product organizations innovate further and take the CRM package to different level and hence product on Cloud came in existence. It has given power not only to organization’s marketing, sales and service team but also to end customers to get in touch and talk about organization.

For customers, almost everyone knows that they can significantly benefit from it, yet only few know which solution fits their business model best. They can find and read the adventurous journey of different other customers and make their own mind to go and make their journey more wonderful. This is real word of mouth on internet.

IDC Forecasts Public IT Cloud Services Spending Will Reach $127 billion in 2018 as the Market Enters a Critical Innovation Stage.

In this series to fulfil customer’s CRM expectation with fulfilling and capturing client base, SAP came out with SAP Hybris Customer Engagement and Commerce (SAP Hybris CEC), which gives that freedom to customer and now this is no longer your customer’s journey. Each customer is having its own adventure and they all can share that adventure with each other and it makes it many journey and infinite possibilities.

SAP Hybris CEC which is an omni-channel(can be used on web, mobile, PDA etc.) customer relationship management tool, is not only perform old school sales, service and marketing business processes but also gather different comments and patterns of customers and find different target leads from different web channels using predictive analysis using HANA database. So with Comprehensive capability of sales, service, marketing Commerce, social, SAP Hybris CEC is able to increase Customer mobile experience

What make SAP HYBRIS CEC unique is

1. 1. Installation – installation is done by SAP and Cloud solution is handed over to customer with required no. of user access
2. 2. Configuration – Configuration is pretty easy and will not take much time.
3. 3. Agile development – customer is in regular touch with solution and appraise solution regularly
4. 4. 24x7 access (mobile app, PDA, ) to sales force and easy to use.
5. 5. Reasonably priced product – priced as per no. of customer need access and here we need to remember that we are not having infrastructure cost.
6. 6. Data security – Data security is with SAP and having redundancy planned by them. This makes the total solution reliable.
7. 7. Flexible and modular - Enhanced compatibility is huge. Development language is ABSL.

SAP Hybris CEC Comes with different sub areas

          1)     SAP Hybris Cloud for Customer

• Sales
• Service
• Marketing(Lean)
• Social

          2)     SAP Hybris Marketing(Wide / Full funtionality)

          3)     SAP Hybris Commerce

          4)     SAP Hybris Billing

  Bouquet of solution provided is full and is evolving further with different client requirement.

Dear Community,

SAP has made the May 2016 Release of the SAP Hybris Cloud for Customer generally available to customers.

We have updated the document repository on the SAP Service Marketplace to allow access to the official documentation related to the May 2016 Release of the SAP Hybris Cloud for Customer, software-as-a-service powered by the HANA Cloud Platform.

Please access the What's New information via this link.

We had the distinct pleasure of talking to our customers and partners informing them about the planned functionality that is planned to be made available with the May 2016 release of the SAP Hybris Cloud for Customer, public cloud software as a service offering.

Please click through to the video below to get a detailed understanding of the planned functionality for the SAP Hybris Cloud for Customer May 2016 Release, among other useful information shared via the briefing session.

The presentation used on the conference call has been published at this link.

(In case you have access problems please send us a note via this link to allow us to provide you access to this content and many other related broadcast information resources)

Please find a visual of the planned timeline of solution release for the planned May 2016 release of the SAP Cloud for Customer solution.

Please feel free to reach out to us via comments, observations and questions as a follow up to this post and we will be happy to provide you further guidance on the content presented here. Please leave a comment if you have problems accessing the content.

Some other useful sources of information about, and engagement around, the SAP Cloud for Customer solution portfolio are highlighted below:

SAP Community Network: http://scn.sap.com/community/cloud-for-customer

SAP Cloud for Customer on YouTube: www.youtube.com/SAPCustomerOD

SAP Service Marketplace: http://service.sap.com/cloud4customer

SAP Help Portal: http://help.sap.com/cloud4customer

SAP Store: https://store.sap.com/

SAP Idea Place: https://ideas.sap.com/sapcloudforcustomer

We look forward to engaging deeply around this next generation public cloud Customer Engagement / CRM software-as-a-service offering powered by the SAP HANA Cloud Platform.

Dear Community,

SAP Hybris Cloud for Customer 1605 is generally available and all customer systems will get upgraded based on the published schedule. Below you can find the details and demos of all the features being released in 1605 release.

The SAP Hybris Cloud for Sales enhancements education content is outlined below. You can click on the video link for each feature to watch a demo that provides details on enhancements.

• Marketing (VIDEO)
• Accounts, Contacts & Territory Management (VIDEO)
• Lead, Opportunity & Partner Portal (VIDEO)
• Activity Management (VIDEO)
• Visits & Routes (VIDEO)
• Survey enhancements (VIDEO)
• Order enhancements (VIDEO)
• Sales Quotes & Product Lists (VIDEO)
• Analytics & Forecasting (VIDEO)
• Cross topics (VIDEO)

The SAP Hybris Cloud for Service enhancements education content is outlined below. You can click on the video link for each feature to watch a demo that provides details on enhancements.

• Customer Service Ticket & Survey (VIDEO)
• Workflow (VIDEO)
• Communication, Templates & Analytics (VIDEO)
• Mobile Ticket offline (VIDEO)
• Installed Base & Maintenance Plan (VIDEO)
• Contracts (VIDEO)
• Van Stock (VIDEO)
• Resource Scheduler (VIDEO)
• Time Recording (VIDEO)
• ECC integration (VIDEO)

The SAP Hybris Cloud for Customer Platform, Integration enhancements education content is outlined below. You can click on the video link for each feature to watch a demo that provides details on enhancements.

• S/4 HANA, Hybris Marketing, ERP, CRM, SAP Business One (VIDEO)
• SAP Cloud Application Studio (VIDEO)
• User Interaction (VIDEO)

The SAP Hybris Cloud for Customer Industry and Digital Edition enhancements education content is outlined below. You can click on the video link for each feature to watch a demo that provides details on enhancements.

• C4C for the Utilities Industry (VIDEO)
• Digital & Edge Editions (VIDEO)

The comprehensive presentation outlining the complete May 2016 release deliverables is available at this link.

Remember to leverage the SAP Jam app on your mobile device to access all of this content conveniently in any and every situation to consume information, talk about and explain SAP Cloud for Customer.

We hope you are able to leverage all the content outlined above to comprehensively inform yourself about the C4C – February 2016 Software-as-a-Service release and leverage your learning to inform your prospects, customers and the wider ecosystem.

Thank you for your time, attention and engagement,

Your SAP Cloud for Customer SCN Community Team

Overview - Enable agents to search for solutions and attach articles to responses without having to leave the workspace by integrating an external knowledge base.  This is done through Solution Finder within Agent Workspace. More info - Check out "Configuring Knowledge Base Integration" in Admin guide.

Limitations -

Works best for Public KB. No Authentication required.

No Private KB (with Authentication).  No SSO support.

Way Forward -

Use new Mindtouch widgets (GeniusSearch) to address these limitations.  This is a custom mashup; available as project solution. 

Info on Genius Search -

https://www.mindtouch.com/blog/2014/08/12/how-to-help-your-customers-succeed-with-geniussearch

Please contact Mindtouch directly on integrating GeniusSearch with C4C.

Hello Readers,

Here in this Blog, I'd like to share some very simple, however, useful tips which ensure that the Project build goes smooth and the basics are done correctly without missing the steps:

Hope these basics come handy for people implementing a C4C Project.

BR

Ankur