SAP Cloud for Customer, extended edition

With this responsive solution, you can access the main functions of the solution that have been tailored to
business on the go. Changes made on your device are automatically updated in the system over the Internet
in real time.

Installation, Support, and Security

Device and Platform supported:

iPad:
Both online and offline via a container-based app
iPad 4 and above; iOS 8.0+

Android Tablet:
Both online and offline via a container-based app
Minimum specification: Dual-Core, 2GB RAM
Android 4.4.2* and above

*Android 4.4.4 and above required for taking pictures and adding to an object.

Windows 8 Tablet:
Both online and offline via a container-based app
Windows 8.1 and above.

Installation:

Install SAP Cloud for Customer, extended edition either from the iTunes Store or Google play or Chrome
browser, depending on your selection. Launch the application, and set up a pin.

Note: SAP security standards mandate the use of a PIN as it will be used for encryption and decryption.

Then, to log on to the screen do the following:

 Enter the URL

For You need to manually change the access URL

Brows to https://myxxxxxx.crm.ondemand.com/sap/public/ap/ui/repository/SAP_BYD_UI/HT
er ML5/newclient.html to access the new responsive UI.

Use the parameter client_type=newhtml. For example:

myXXXXXX.crm.ondemand.com/sap/public/byd/runtime?client_type=newhtml
 For https://myxxxxxx.crm.ondemand.com/ where 'xxxxxx' is the tenant for your backend
Apps system.

 Enter the username and password.

NOTE: SAP recommends that you select the "remember password" checkbox on your device. This will
enable you to log in only with your pin in the future and you don't have to enter the username
password again.
Supported devices for PIN are iPad, Android Tablet and Chrome as a browser for Windows.
Warning: If you forget your PIN, all your logon profiles and offline data will be deleted. You can create
a new pin by clicking Forgot your Pin.
OPTIONAL: Clicking "Manage logon profiles" let's you add a new system or a new user. You can then
return to the logon screen to enter your user and password and log on.
 Choose Log On.

If you do not have the information required for these settings or you have problems logging on, contact your
system administrator.
SAP does not warrant that the software and/or features as described herein will be available without
interruption or permanently. SAP draws your attention to the fact that the availability is subject to the
sole discretion of the operator of the app store. The operator of the app store may, at any time and
without notice, restrict, interrupt, or prevent use of the software, or delete the software from your
mobile device, or require SAP to do any of the foregoing actions.

Getting Support

You can choose the following method for reporting issues with the app:
Report an Incident
For most app related issues, we recommend you report an incident.
NOTE: Reporting an incident is supported in online mode only.
1. Navigate to the screen where you are experiencing the issue.

2. Select the User menu .

3. Select Report Incident.
4. On the Subject line, enter a short description of the issue. Then enter a full step-by-step description in
the space that follows.
5. Choose how serious the issue is and then select Done to submit the incident.
 NOTE: To track the status of your incidents, go to the user menu icon , choose Profile< Incidents.

Security

We recommend setting a passcode lock for your device, especially if you work offline, as data is stored on the
device.

To do the initial data sync, select the user dropdown meni , then select Offline Settings. Click Sync Now
to sync the data.
Note: For any delta sync after the initial sync, click Sync Now from the user dropdown menu.
To delete stored data, click Erase Synchronized Data.
Confirm that you want to delete all stored data from your device as well as your offline password by selecting
OK.
Note: If you want to work offline after you've cleared all the data and your password, you just need to sync
an initial data again and setup a new offline password.
Sync and Data Distribution
 End-user triggered manual sync.
 Admin configured data distribution rules per object.

Views and Further Tasks

Note: You may see some or all of the views described in the following sections, depending on how your user
is configured in your solution.

Navigation and searching

Views
Views are basically work areas grouped by function. Select a view from the menu at the upper left
of the screen. The name of the current view appears at the top center of the screen.
Tap to display or hide the view labels.

Lists
When you select a view, the system displays a list of items. You can search the list for a specific item or
narrow the list by selecting a filter.
 To search in a list of items, use the enterprise search icon at the top of the list or open the
advanced search by selecting the list search box.
 To apply a filter, choose the filter icon .
 To load more items, scroll to the bottom of the list, and then choose more.
 To view complete item details, tap the item in the list.

Item Details
  Tap at the bottom of the item details screen to edit information, such as the name or address of
an account or contact.
 '….’ is the Actions icon where you'll find the commands available for the item.

Tool Buttons
The following tools are always available at the lower left of the screen:
Tool Description

New Tap the icon to create new items.

The list of items available is based on the views you're assigned.

Tap the icon to search for items by category.

By default, the search is set to all categories. To select a specific item category,
like accounts for example, choose Category, select your category and choose
Done.

Tap the icon to launch the different chart types.

Tap the icon to view profile, report incident, access offline settings, and to log
off.

HOMEPAGE

Displays pre-configured business tiles that have been set up for you. You can click on a tile to see its details.
For example, you can click on Today's Activities to see the details of your schedule and activities for today.

Information:
 Tiles launch respective work set.
 Report based tiles launch only reports.
 KPI based tiles launch only contextual reports.
 New and upcoming activities are available online only.
 Calendar available also from homepage.
 The task tile displays the optimized view of your tasks and clicking on the tile allows you to quickly
navigate to the Task work center. The number of overdue tasks, if present, are displayed in a red
font. Otherwise, tasks displayed are prioritized by Today, This Week, This Month or as Open Tasks.

Note: All personalization has to be done using the existing HTML5 UI. Please see the end user documentation
for it at http://help.sap.com/saphelp_sapcloudforcustomer/en/PDF/EN-1.pdf , section 5.1.2, heading
Personalization.

CALENDAR

Displays the details and activities for your work week and helps you handle your busy schedule. You can
create new Appointments, phone calls and visits in the calendar. You can also rapidly locate and filter
information by work week, day, week, month, and agenda and also by type and by status.
Information: Use the filter icon to check or set the status of an item based on color code in the
calendar. For example, red color for an overdue item.
Note: To change the appointment, no drag and drop is available. Change an appointment by-
 Go to the Appointment detail page from quick view
 Click edit and add the changes
 View the updated detail in Calendar

CUSTOMERS

The Customers view groups together Accounts, Contacts, Individual Customers, and Target Groups.
Target Groups
Target groups are used to segment your market and to target the right customers or prospects. You create
target groups with members from your existing customer and prospect database.

From the list, select an item to view the details.

The tabs you see on a detail screen are based on your system authorizations,
as are the fields you can edit or the items you can create.

Object Online Supported Facet

Accounts* Overview
Charts
*Objects have Activities
restrictions or some Account Team
facets missing Sales Territories
Addresses
Contacts
Account Hierarchy
Campaigns
Leads
Sales Leads
Opportunities
Attachments
SAVO
Groups
Sales Data
Tickets
Target Groups
Registered Products
Installed Base
Offers
 Contacts* Overview
Addresses
*Objects have Activities
restrictions or some Leads
facets missing Sales Leads
Opportunities
Relationships
Registered Products
Campaigns
Marketing Interactions
Marketing Permissions
Marketing Attributes
Individual Customers Tickets
Account Team
Opportunities
Leads
Addresses
Activities
Registered Products
Installed Base
Campaigns
Marketing Interactions
Marketing Permissions
Sales Territories
Target Groups* Overview
Members
*Objects have Campaigns
restrictions or some E-mail Blasts
facets missing

PEOPLE

The People view groups together Employees and Groups.

Groups
Groups displays a list of groups with owner and membership status information.

Object Online Supported Facet

Employees Overview
Groups
Relationships

MARKETING

The Marketing view shows Target Groups, Leads and Marketing Funds.

Object Online Supported Facet

Target Groups Overview
Members
Campaigns
 *Objects have E-Mail Blasts
restrictions or some
facets missing
Leads Overview
Products
Activities
Conversion
Attachments
Marketing Permissions
Marketing Funds Campaigns

SALES

The Sales view groups together Leads, Opportunities, Sales Quotes and Sales Orders.

The tabs you see for a lead are based on your system authorizations, as are
the fields you can edit or the items you can create.

You can accept or decline a lead that has been assigned to you by choosing
Actions at the bottom of the screen and selecting Accept or Decline.
Convert a qualified lead to an opportunity by choosing
Actions and selecting Convert to Opportunity. You can also
copy, reopen and check consistency from Actions.

Object Online Supported Facet

Sales Leads Overview
Products
Contacts
Sales &Marketing Team
Involved Parties
Activities
Opportunities
Attachments
Savo
Leads Overview
Products
Activities
Conversion
Attachments
Marketing Permissions
 Opportunities* Overview
Products
*Objects have Sales Activities
restrictions or some Competitors
facets missing Sales Team
Contacts
Involved Parties
Approval
Document Flow
Attachments
SAVO
Sales Quotes* Overview
Products
*Objects have Involved Parties
restrictions or some Sales Documents
facets missing Attachments
Pricing
Approval
Activities
Output
Sales Orders Overview
Products
Involved Parties
Attachment

ACTIVITIES

The Activities view groups together Appointments, E-Mails, Phone Calls, Tasks and Email blasts. You can
create and set status for new appointments, emails, phone calls and email blasts and also export them to
Microsoft Excel.

Object Online Supported Facet

Appointments Appointment Details
Overview
Related Items
Document Flow
E-mails Overview
Related Items
Attachments
Phone Calls Overview
Related Items
Tasks Overview
Related Items
Email Blasts Overview
Message
Replies
Execution Details
ANALYSIS

Dashboard: Dashboard visually displays the current, consolidated status of metrics and key performance
indicators on a single screen. It provides a customizable interface and has the ability to pull real-time data
from multiple sources.
 You can analyze reports in more detail by switching to related views and selections.
 You have responsive interactions like zoon-in/out, responsive legend and quick chart type selection
display.

Working with Reports: You can analyze and filter data to make informed and intelligent decisions.
Responsive UI provides the following features:
 You have the option to select reports view and variants when you open a report.
 You have the option to see different chart types, table view and refresh information.
 Report list features, such as search and sort, are available as in HTML5
 You have data navigation to chart type, selection and views.
 You have report and report view list, including favorites.
 Different chart types are available –Line, Bar, Stacked Bar, Column, Stacked Column, Combined
Column Line, Bullet, Bubble, and Time Bubble.

COMPETITORS

Competitor is a view where you can store information about your competitors and classify them.

The Competitors view groups together Competitors and Competitor Products.

Object Online Supported Facet

Competitors Overview
Products
Opportunities
Attachments
Savo
Sales
Competitor Products Attachments
SAVO

LIBRARY

The library shows documents uploaded to your system. Select a document to open the details screen.
From the details screen, you can select the following tabs for a document:
Object Online Supported Facet
Library Overview

PARTNERS

Quickly view partner and partner contact records from all or just active partner accounts and add new partner
contacts.
 The tabs you see on the detail screen are based on your system authorizations, as are the
fields you can edit or the items you can create.

Object Online Supported Facet

Partners Overview
Relationships
Addresses
Contacts
Partner Programs
Leads
Sales Leads
Opportunities
Funds Management
Loyalty Management
Attachments
Tickets
Partners Contacts Accounts
Tickets
Attachments
Relationships

VISITS

The Visits view groups together Visits, Visit Planner, Tours and Routes.

Object Online Supported Facet

Visits Overview
Tasks
Surveys
Campaigns
Contracts
Attendees
Follow-up items
Attachments
Changes
Visit Planner* Overview
Charts
*Objects have restrictions Activities
or some facet missing. Account Team
Relationships
Addresses
Contacts
Sales Data
Account Hierarchy
Campaigns
Leads
Sales Leads
 Opportunities
Attachments
SAVO
Groups
Sales Quotes
External Follow-up
Documents
Tickets
Target Groups
Registered Products
Installed Base
Offers
Visits
Product Lists
Marketing Attributes
Tours Overview
Routes Overview
More Details
Involved Parties
Attachments

SERVICE

Manage your after sales and service activities for your customers, including service desk, service orders, and
service entitlement management with the Tickets and Work Tickets.

Object Online Supported Facet

Ticket*# Overview
Interactions
* Objects have Surveys
restrictions or some facet Tasks
missing. Attachments
# No AWS support. Solution Finder
Follow-up documents
Document flow
Items
Involved Parties

Object Online Supported Facet

 Work Ticket*# Overview
Interactions
* Objects have Surveys
restrictions or some facet Tasks
missing. Attachments
# No AWS support. Solution Finder
Follow-up documents
Document flow
Items
Involved Parties

PRODUCTS

The Products view groups together Products, Product Lists, and Registered Products.

Product Lists

With product lists, you can combine a set of products and associate it with one or more accounts. This allows
you to quickly add products to a sales quote for example by selecting the list rather than each individual
product.

Registered Products

A registered product is one that is associated with a specific customer and for which you have recorded a
unique serial number. When a ticket is created, the registered product information allows you to identify the
unique customer product and the current valid warranty.

Object Online Supported Facet

Products Overview
Sales
Attachments
SAVO
Groups
Product List Overview
Sales
Products
Team
Registered Products Overview
Tickets
Attachments
Changes

CONTRACTS

Contracts are legally-binding agreement between parties stating their respective obligation and
responsibilities. Contract is a work center view in which the buyer can manage the life cycle of a contract
from the negotiation and creation stages, to the maintenance and monitoring of an agreed contract.

Select a contract to view its details.

 Object Online Supported Facet
Contracts* Overview
Covered Objects
*Objects have restrictions Related Tickets
or some facet missing. Related Contracts
Involved Parties
Notes
Attachments
Approval

INSTALLED BASE

Installed base enables users to create a hierarchical record of customer locations, products and
components in order to track installed assets.

Installed base view groups together Installed Base and Registered Products.

Object Online Supported Facet

Installed base* Overview
Involved parties
*Objects have restrictions Tickets
or some facet missing. Competitor Products
Attachments
Registered Products Overview
Tickets
Attachments
Changes

Online functionality limitations:

1. Hierarchical controls are not supported and are rendered differently.

2. In Object Details - PDF document preview not supported.
3. In Object Details & Dataset: Excel export not supported on iOS.
4. Dashboards, Analysis Pattern & Report List are available with limited feature set.
5. Activity Planner is not available.
6. Jam Integration, Shelf, Tag, and Sticky Notes are not available.
7. Help Center is not available.
8. Agent Work Space is not available.
9. Personalization: In Dataset, the name of the objects fixed as a separate row, other order/sequence
will be interpreted.
10. Personalization: In Homepage, order of the tiles is controlled by homepage configuration with
existing UIs (existing HTML5 or Silverlight UI) but not all patterns supported.
11. Homepage personalization and Adaptation is not supported with the responsive UI. For example, no
drag and drop etc.
12. Incident reporting is not supported.
13. Table control in Analytics is not scrollable in Windows Tablet App.
 14. Personalization and Adaptation is not available in Responsive UI.
15. Browser and collect is not supported.
16. Territory Result set under Sales work center is not available.

SAP Cloud for Customer, extended edition Offline Mode

SAP Cloud for Customer, extended edition is designed as a cloud-based solution — your system runs and
stores your data in the cloud. This enables you to access your system anywhere and anytime, from the
supported devices*.

*Supported devices for offline via a container-based app:

iPad 4 and above with iOS 8.0+, Android tablet with 4.4.2+ and Windows 8.1 and above.

The SAP Cloud for Customer, extended edition also includes the capability to work in offline mode, without a
connection to your system. Due to the nature of the cloud architecture there are limitations on what you can
do while working offline. This document lists the supported item types along with the operations currently
possible while working in offline mode.

Here are some general synchronization rules to keep in mind while working offline:
 The maximum number of objects you can sync per item type is 5000. For example, 5000
accounts, 5000 opportunities, and so on.
 You cannot delete synced objects in offline mode.
 Not all fields of synced objects will be supported for edit or create, such as owner, or fields
originally hidden for the object.

Enabling Offline Mode

Prerequisite: Your system is not enabled for working in offline mode by default. You need to contact your
Administrator to enable offline mode.

Note: Users must provide a PIN for offline data encryption and perform an initial synchronization of data
before using offline mode.

General Offline functionality limitations:

1. Offline mode supports basic edit and create for specific objects.
Note: Besides mandatory field checks on Master page layout, validations is done at the time
of synchronization.
2. All supported offline objects are synchronized, but object selection is not available.
 Note: Only header level extensibility is supported- an initial download will be required for
the object on the client after a change.
3. Object deletions are not supported.
4. Fixed conflict resolution - If multiple people make changes to an object, only the last update
on the object will persist.
5. Custom business objects, reporting and attachments are not supported in offline mode.
6. Limited object actions are available offline.
7. Support for data volume of 5000 records per object. For example, 5000 accounts, 5000
opportunities, and so on.
8. Opportunity to Account navigation is not supported.
9. All Related Activities of Opportunities and Accounts are not downloaded.
10. In offline mode you are not prompted to fill the mandatory fields that are required to be
filled in online mode. You have to save these entries without filling these fields. But, when
you synchronize, these checks are performed on the server.
11. Business configuration scoping validations are not available in offline.
12. In Offline mode, selecting a field does not default the value of another field. But, when you
synchronize, the values are defaulted and the entries are saved online.
13. Values are not defaulted offline during edit or create- they are defaulted after
synchronization on the server and updated.
14. In offline mode, newly created accounts and contacts show up with their temporary IDs
when used in other transactions. Their details are resolved properly once you synchronize
and the entries are created online.

Offline Limitations for Service:

1. Limited object actions are available in offline.
2. Limited fields on Work Ticket are editable in offline.
3. Attachments and Signature Capture are not supported in offline.
4. Workflow rules are not supported in offline.
5. Only Follow-Up tickets are possible for Work Tickets.
6. Categories and Service Location are not editable in offline.
7. Creating follow up service tickets from iBase header or items are not supported.
8. Status change of iBase items are not supported.
9. Adding sub-items for iBase are not supported.
10. Notes not supported on iBase Overview facet.
11. Adding existing Registered Product on iBase Items facet is not supported.
12. Sales & Distribution, Warranty, User Status not supported on Registered Product’s Overview
facet.
13. Creating follow-up tickets are not supported for Registered Product.
14. Items facet not available for Registered Product.

Supported item types in Offline functionality

Here is the list of objects are supported in offline mode.

Object Offline supported Facet Display Edit Create

Accounts Overview Y Y Y
 Activities Y Y

Addresses Y

Contacts Y Y

Opportunities Y Y

Visits Y Y

Contacts Overview Y Y Y

Addresses Y

Relationships Y

Visits Overview Y Y Y

Tasks Y Y
*Visit: Check-in,
Surveys Y Y
Check out, Set Task
Contacts Y Y
as Complete.
Attendees Y Y

Appointments Overview Y Y Y

Tasks Overview Y Y

Phone Calls Overview Y Y Y

Products Overview Y

Opportunities Overview Y Y Y

Activities Y Y
*Opportunity: Set
Contacts Y
as Won, Set as Lost
Products Y Y

Sales Team Y

Involved Parties Y

Sales Quotes Overview Y

Sales Quotes Products Y

Involved Parties Y
Sales Orders
Overview Y

Sales Orders Products Y

Involved Parties Y
 Leads Overview Y

Leads Products Y

Activities Y

Involved Parties Y

Work Tickets* Overview Y Y* Y

*Objects have Involved Party Y Y

restrictions or Tasks Y Y Y
some facets
missing Follow-Up Documents* Y Y*

Visits Y Y

Items Y Y Y

Services Y Y Y

Parts Y Y Y

Time Y Y Y

Expenses Y Y Y

Work Description Y Y

Installed Base* Overview Y Y Y

*Objects have Involved Party Y Y

restrictions or Items Y Y Y
some facets
missing

Registered Overview Y Y Y

Product* Involved Party Y Y

*Objects have
restrictions or
some facets
missing

Time Entry Overview Y Y Y

Actions available offline for Service:

Work Ticket: Create Follow-Up Ticket.

Work Ticket Items: Start Work, Finish Work, Undo Work Progress.
Installed Base: Activate, Block, Obsolete
Registered Product: Activate, Block