SAP Cloud for Customer Experience Workshop

Module 5: Integration

PUBLIC
SAP Cloud for Customer Experience Workshop
Business requirements and challenges in sales and service

1 2 3
SAP Sales and Service Functional Overview Industry Solutions
Cloud Strategy
Sales & Service Scenarios e.g. Consumer Industries,
Sales & Service Cloud incl. Mobility, Manufacturing, Utilities
Solutions and Key Collaboration,
Differentiators Analytics

4Hands-On Experience
5 Integration Scenarios
6 Architecture, Adaptation,
and Technology Extension, Development
Test-drive SAP Sales Cloud
and Service Cloud Solutions Integrate easily with SAP Key User Tools & Studio,
and Non-SAP Systems Cloud Platform

Transform and simplify your customer engagement with SAP Sales Cloud and Service Cloud
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 3
Content
• SAP Cloud for Customer (C4C) Integration Approach
• Integration with SAP Commerce Cloud / SAP Commerce
• Integration with SAP Marketing Cloud / SAP Marketing
• Integration with SAP CPQ
• Integration with SAP FSM
• Integration with SAP ERP
• Integration with SAP CRM
• Integration with SAP S/4HANA on-premise
• Integration with SAP S/4HANA Cloud
• Integration with SAP Business Warehouse (BI), Integrated Planning (IBP) and Account 360
• Integration with SAP Master Data Governance (MDG)
• Integration with SAP Business One (B1)
• Integration with Application Lifecycle Management (ALM)
• Integration Technology & Connectivity

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 4

Introducing SAP C/4HANA, designed for the new customer experience

SAP Marketing Cloud SAP Commerce Cloud SAP Sales Cloud SAP Service Cloud

SAP Customer Data Cloud

SAP Cloud Platform

SAP S/4HANA

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 5

 SAP Cloud for Customer – How we integrate with SAP Systems

SAP Cloud for Customer

Sales Automation
UNIFIED FRONT OFFICE / CUSTOMER ENGAGEMENT

Customer Service Management

SAP CPI / PI B1i SAP CPI / PI SAP CPI SAP CPI / PI SAP CPI / PI

SAP SAP
Marketing Commerce
Cloud Cloud
BACK OFFICE

SAP B1 CRM
ERP Subsidiary

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC CPI: SAP Cloud Platform Integration (fka HCI - HANA Cloud Integration), PI: SAP Process Integration, B1i: Business One integration framework 6
 SAP Cloud for Customer – Integration Strategy in General

CLOUD PLATFORM INTEGRATION OPEN MASH-UPs

INTEGRATION CONTENT APIs (UI & DATA)

▪ Cloud based middleware ▪ 100+ pre-packaged and ▪ Rich set of OData ▪ Native support for URL,
for process and data extensible integration and SOAP web HTML and Data mash-
integration technology flows (iFlows) service APIs ups.

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 7

Integration with SAP Commerce Cloud /
SAP Commerce
SAP Cloud for Customer – SAP Commerce Cloud Integration

FEATURES BUSINESS BENEFITS

▪ Synchronize customer data from SAP ▪ Fully integrated solution for

Commerce Cloud to C4C commerce, sales and service
▪ SAP Commerce Cloud catalog and ▪ Go beyond traditional CRM
storefront access for sales agents in C4C with e.g. true interactive selling
▪ Integrated customer ticketing ▪ Provide exceptional customer
system using a storefront add-on service across all channels
▪ Integrated Commerce Assisted Service ▪ Lower implementation time
Module (ASM) for providing real-time and costs through pre-built
sales & service support integration
▪ Single Sign-On enabled, highly scalable ▪ Improve the user experience
enterprise solution and process efficiency in
sales and service

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 9

SAP Cloud for Customer – SAP Commerce Integration
SAP Cloud for Customer

Account Ticket Quote** Ticket Account

Agent System sends status Sales Sales Rep prepares Agent clicks on Sales rep clicks
receives updates to customer, Rep quote, requests mgmt. the Commerce Commerce Storefront
Ticket in customer finds ticket receives approval if needed, Storefront button in the account
queue under “My Account” quote customer finds quote button in the view
request under “My Account” live activity
pane

Customer Ticket Customer Quote** ASM* for B2C / Shopping

Account requests requests Order
(“My Account”) (“My Account”) B2B accounts Cart
support individual
via Ticket General Request / quote Request Quote In ASM service agents / reps can modify the cart
Request from Cart from cart from Cart** and continue check-out on behalf of the customer

SAP Commerce / SAP Commerce Cloud

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC *ASM: SAP Commerce Cloud Assisted Service Module *Available with SAP Commerce 6.6 10
DEMO

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 11

Navigation Options between C4C and SAP Commerce Cloud

 From Accounts and Individual Customer:  From Service Ticket / Live Activity:

 From Contacts:

 From document flow / shopping cart reference:

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 12

Data Integration Concepts between C4C and SAP Commerce Cloud
SAP Cloud for Customer SAP Cloud for Customer

Individual Focus on B2C customers Corporate Focus on B2B customers

Customer Account
ERP not in place ERP in place

SAP Commerce via Data Hub SAP ERP via CPI/PI SAP Commerce via Data Hub

Customer Customer Customer

Variant A: SAP Commerce is leading system Variant B: ERP is the leading system
 In this scenario SAP ERP is not used  Customer uses SAP Commerce & SAP ERP
 Customer master data is owned by SAP Commerce  ERP exchanges master data with C4C & SAP
and gets replicated to C4C via Commerce Data Hub Commerce via existing integration scenarios
 Other data like product master or catalog information  Data Hub is used as middleware for SAP Commerce
are not synchronized to C4C  CPI / PI is used as middleware for C4C
 ERP IDs uniquely identifies customers
across all three systems.
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 13
Data Integration Concepts between C4C and SAP Commerce Scenario 3:
Synchronization of Customer Master Data

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 14

SAP Cloud for Customer – SAP Commerce Cloud
Configuration and Integration Setup

In the Business
Configuration activate the
SAP Commerce In the Administrator
integration workcenter configure the
deep-link integration to the
Commerce Storefront

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 15

E-Mail Notification for Tickets / How-To Setup

Example of a
C4C notification
rule
Once a Support Ticket is
By clicking on the link, the
created / updated in SAP
customer navigates to the
Commerce, C4C sends out
ticket in the “My Account”
a confirmation email to the
area in SAP Commerce
customer

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 16

Implementation Best Practices
SAP Cloud for Customer – SAP Commerce Cloud

https://help.sap.com/cloud4customer

https://help.sap.com/viewer/50c996852b32456c96d3161a95544cdb/1905/en-US/8c47c75c86691014895c8d27d75f4787.html

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 17

Integration with SAP Marketing Cloud /
SAP Marketing
SAP Cloud for Customer – SAP Marketing Cloud Integration

FEATURES BUSINESS BENEFITS

▪ Plan campaigns and sales initiatives ▪ Closed loop between campaign

in SAP Marketing Cloud and execute planning in SAP Marketing Cloud and
them as leads in C4C execution as sales campaign in C4C
▪ Sales representative does the ▪ Sales professionals get pre-qualified
qualification of the lead and follow-up leads (based on target groups /
in C4C segmentation algorithms) from SAP
Marketing Cloud and further develop
▪ All changes in leads or opportunities
their sales potential in C4C
are synchronized back to SAP
Marketing Cloud and stored as ▪ Marketers always have full
interactions transparency about their marketing
campaigns and their execution
progress in real-time.

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 19

SAP Cloud for Customer – SAP Marketing Cloud Integration

SAP Cloud for Customer

Campaign Corporate Contact Individual Marketing Marketing

Activity Lead Opportunity Ticket
Header Account Person Customer Permissions Attrib. Definition

SAP Cloud
Factsheet Display
Platform Integration

Interaction: Interaction: Interaction: Interaction: Corporate Marketing Attribute

Contact Consumer
Activity Lead Opportunity Ticket Account Permissions Category

Campaign
Execute as sales initiative (e.g. create leads,
appointments, phone activities and tasks)

SAP Marketing Cloud / SAP Marketing

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 20

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 21
Closed Loop between Marketing and Sales

▪ Out of the box integration

between C4C and SAP Marketing
Cloud
▪ Creation of leads and activities
out of campaigns
▪ Replicate contacts, corporate
accounts, leads, opportunities
and activities
▪ Display success measures for
campaigns based on related
leads, opportunities or
activities
▪ Display key figures in CMO
dashboard

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 22

Implementation Best Practices
SAP Cloud for Customer – SAP Marketing Cloud

https://help.sap.com/cloud4customer
https://help.sap.com/viewer/dae01e0792bb41c8b9da3731d3a8b86a/1905/en-US/fc8566f0271d4c3084dfa1894fe9a57b.html
https://rapid.sap.com/bp/BP_CLD_MKT
https://api.sap.com, https://api.sap.com/shell/integration
http://scn.sap.com/community/rds-hybris/blog/2016/07/15/how-to-extend-your-marketing-solution-in-an-
integrated-sap-hybris-cloud-for-customer-scenario
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 23
Integration with SAP CPQ
SAP CPQ Embedded and Integrated with C4C
Integration for B2B Sales with SAP Sales Cloud Order Fulfilment in SAP | Process View
Create Quote header in C4C related to Read-only C4C Read-only C4C Read-only C4C
Opportunity, Account, Activity, or from Quote Quote Quote
scratch
To view CPQ Quote
use standard C4C
search and hyperlink
navigation that leads
(optional: add items to CPQ mashup
to C4C Quote)

Open CPQ Mash-up Read C4C Sales

based on C4C Quote Header (update C4C quote) (update C4C quote,
(update C4C quote)
Document Type attach PDF proposal )
Configurator & Price
(configure (optional approval (generate
SAP CPQ products) (add to quote) proposal) (create Order)
process)

Empty Quote Quote (with items) Quote (approved) Quote

Variant
Configuration
(Sales)
SAP ERP Order
SAP Cloud
Platform or S/4HANA

Configuration and
Pricing Service
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 25
Integration of SAP CPQ (Configure Price Quote)
SAP CPQ was formerly CallidusCloud CPQ
You can create a new SAP
CPQ Quote from anywhere in
SAP Cloud for Customer
(C4C), such as an Account,
Activity, Ticket, or Opportunity.

▪ The C4C quote quick

create window opens via
Save and Open in the SAP
CPQ solution.

▪ You can directly launch

SAP CPQ from the quote
ID hyperlink in C4C in
notifications, work lists, or
enterprise search to view or
edit the SAP CPQ quote.

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 26

Integration of SAP CPQ (Configure Price Quote)
Interplay of SAP CPQ Quote with C4C Sales Quote
In the SAP CPQ quote, you
can configure products,
browse catalogs, send
items for approval, forward
quotes via MS Outlook to
the account.
Save Quote will update C4C
Sales Quote. Note that a follow-up Sales
Order can be created in
SAP ERP directly from SAP
CPQ.

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 27

Integration of SAP CPQ (Configure Price Quote) (3)
Configuration Settings

You can configure the SAP Cloud for

Customer (C4C) sales quote integration to
SAP CPQ (from Callidus).
Configuration option to
enable SAP CPQ (from ▪ Select in C4C business areas scoping:
Callidus) from within C4C. Communication and Information Exchange >
Integration Scenarios with Cloud Solutions
from SAP.
▪ Once scoping is activated, you can configure
document types as CPQ relevant in fine-
tuning activity Document Types.
▪ Configure URL for Callidus CPQ navigation
via Sales and Campaign Settings based on
license agreement.

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 28

Demo

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 29

Integration with SAP FSM
 SAP Cloud for Customer – SAP Field Service Management Integration
Master Data
SAP Cloud for Customer

Products Employee
Customers & Contacts
Registered Products

SAP FSM

Items Employee

Business Partners & Equipments

Contacts

Unidirectional replication of master data is supported, from C4C to FSM

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 31

SAP Cloud for Customer – SAP Field Service Management Integration
Transactional Scenarios

SAP C4C CPI SAP FSM

MAINTENANCE E-MAIL WEB NOW
PHONE MATERIAL
PLAN
ACTIVITY
CONTRACT TICKET SERVICE CALL
PLANNED
ITEM T&M
SERVICES
JOURNAL
PLANNED PARTS

ACTUAL ITEMS &

TIME ENTRIES
MASTER DATA MASTER DATA

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC

Leading service object 32
Customer and Contact
• Customers from C4C are
replicated as Business Partners
in FSM

• Contacts from C4C are

replicated as Contacts in FSM

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 33

Product
• Products from C4C are
replicated as Items in FSM

• In FSM, Item Groups can be

manually maintained (with the
same ID and name as the
product category in C4C), then
the category information is also
replicated.

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 34

Registered Product
• Registered Products from C4C
are replicated as Equipments in
FSM

• Hierarchy information for

registered products is also
replicated

• Customer, contact and product

need to be replicated before the
registered product is replicated

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 35

Employee
• Employees from C4C are
replicated as People in FSM

• For each replicated employee, a

user is created in FSM.
Configuration and set up for
users has to be done in FSM
before they can be used in the
system.

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 36

Ticket – Service Call
C4C to FSM
• C4C Ticket is replicated to FSM
Service Call.

• Updates to ticket are replicated

to service call (mapped/relevant
fields)

FSM to C4C
• FSM service call is replicated to
C4C ticket.
• Updates to service call are
replicated to ticket
(mapped/relevant fields)

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 37

Ticket Items – Reserved Material/ Activity I

C4C to FSM
• Ticket part item added in C4C is
replicated to FSM as Reserved
Material

• Ticket service item added in

C4C is replicated to FSM as
Activity

Note: Only items with item

processing type marked as FSM
relevance in configuration are
relevant for replication.

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 38

Ticket Items – Reserved Material/ Activity II

FSM to C4C
• Activity added in FSM is
replicated to C4C.

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 39

T&M Journal - Ticket Items FSM to C4C
After the T&M Journal is approved in
FSM, the following are replicated to
C4C:

• Confirmed material is replicated

as an item in the ticket.

• Mileage is replicated as an item in

the ticket

• Actuals maintained and Work

Progress is set to Finished for
these items

• These items are added with

reference to the service item (the
activity for which the T&M journal
is maintained) – the parent is
maintained.

• The product and item processing

type to create the ticket items are
determined based on the defined
rules.

Continued on next slide

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 40
T&M Journal (Effort) - Time Entries

FSM to C4C

• Effort is replicated as Time

Entries in the Ticket with status
‘In preparation’

• Time type is taken from the

mapping table.

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 41

Integration with SAP ERP
SAP Cloud for Customer Integration with SAP ERP

FEATURES BUSINESS BENEFITS

▪ Bi-directional synchronization of master data ▪ Provide sales professionals real-time access to

e.g. accounts, contacts, products. pricing, quoting, sales orders through native
integration to your
▪ Full integration of transactional scenarios e.g.
SAP ERP system(s).
opportunities and quotes with real-time ERP
pricing, sales order creation and full ▪ Seamlessly orchestrate the E2E opportunity
accessibility of ERP document flows. from prospect
to payment.
▪ Field service and support scenarios in C4C
with native integration to ERP e.g. for service ▪ Manage the complete field
confirmation, billing and finance as well as service scenario (from work
contract management with SLAs & installed orders and SLAs to contracts,
base. warranties, and service
parts) as well as telephony
integration connected to your
back-office processes.

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 43

Integration with SAP ERP (Master Data View)

SAP Cloud for Customer

Currency Sales Org Product Account Contact Van Stock Registered Measurement
conv. rates Hierarchy Hierarchy Product Document

Customer Account Offline Installation Measuring

Employee Product
Material Info Customer Hierarchy Pricing Point Point
Factsheet

SAP ERP

Currency Sales Org Material Measurement

Account Contact Van Stock Equipment
conv. rates Hierarchy Group Document

Customer Customer Functional Measuring

Employee Material Material Info Hierarchy Pricing
Location Point

▪ Real-time integration of master data like accounts, prospects, contacts, products

▪ Additional real time integration for currency conversion rates, account hierarchy, sales org hierarchy etc.
▪ SAP ERP Customer Cockpit launched via a standard mashup

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 44

 Integration with SAP ERP (Transactional Scenarios)

SAP Cloud for Customer

Online Pricing
Opportunity Online ATP
Online
Pricing for
net value Sales Sales Service
Contract Contract Work Ticket
Online
Quote
Pricing with
ATP & Credit Sales
Limit Check Time Report Create follow-up Business
Order Transaction Document

SAP ERP
Internal Order / Reference to Contract
Sales Service
Pricing Quote Delivery Contract Contract Billing Request Invoice Revenue

Sales Customer
Order Invoice Goods Issues from Technical Stock Cost

Service
Facade
Time Sheet Adv. Shipment Goods Issue Cost

(CATS)
Timesheet (CATS) Cost
▪ External pricing supporting the full pricing flexibility of ERP SD
▪ Real-time integration of transactional data like opportunity, quote Sales Purchase Purchase
Order Requisition Order
and sales order requests etc.

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 45

Define your Integration Scope

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 46

Setup External Pricing from SAP On-Premise Systems

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 47

External pricing call to ERP returns ATP & credit limit check results

Hidden fields. ATP

Quantity and ATP
Delivery (Date)

Credit Status (hidden field)

determined via External
Pricing Call to ERP.

Simulated delivery schedule (Data

is part of print message). Note this is
a Non-Binding Confirmation.

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 48

 External pricing call to ERP returns Free Goods Determination

Free Good shows up as

read-only.
Change of product or
product quantity removes
free good sub item and
requires new pricing call.

• Action “Request External Pricing” returns Free Goods from On-Premise system (CRM or ERP).
• Free Goods Determination supports EXCLUSIVE (buy ten and get one free) and INCLUSIVE (buy 10
and pay only 9) determinations.

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 49

Document flow and with access to SAP ERP SD documents (PDF)

• Display of basic header information of ERP documents supported

• Switch anchors to see follow on documents of successor document

Opportunity

Quotation

Sales Order

Work Ticket

Pricing ERP Document Flow &

(Sales Previews: Quote, Sales
Order Order, Inquiries, Deliveries,
Simulate) Invoice

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 50

 Sales Order Capturing with external pricing & transfer to SAP ERP

• Create new sales orders, maintain header data, add products,

and modify list of involved parties
• Simulate pricing for products from SAP ERP and transfer to ERP
• Sales orders created in SAP ERP or SAP Commerce Cloud can
be replicated from ERP to C4C
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 52
 Support for advance shipments and returns from Work Tickets

Step 2: Release
to ERP

Step 1: Do the Advanced Item Determination Step 3: See full Doc Flow
(Processing and Invoicing Methods) (Sales Order, Invoice, Outbound Delivery)

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 53

Visual Document Flow for ERP Service Follow-ups

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 54

ERP Prerequisites to Leverage Prepackaged Integration

✓Minimum ERP 6.0, EHP 0, Support Package 15 (SAP_APPL)

✓SAP Cloud for Customer Add-On CODERINT 600 (COD_ERP_INT 6.00). Requires latest Support
Package.
✓Higher EHP for specific functionality (see integration guide for any required support package)
 EHP2 to view Sales Order details in the Opportunity, Quote and Account
 EHP2 for exchange rate currencies
 EHP3 to view Sales Quote details in the Opportunity and Account
 EHP4 to view print delivery of deliveries and invoices
 EHP4 to view print preview (PDF) of sales documents in the Opportunity, Quote and Account
 Adobe Document Server for preview of an ERP customer fact sheet in a PDF format (SAPScript or
Adobe Print Forms, Smartforms are not supported).

https://help.sap.com/viewer/97f5b6f7272b4501b99c693e53bd8474/1905/en-US/2f98d14ba423484496626d40686df24a.html

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 55

 Implementation Best Practices #1
SAP Cloud for Customer Integration

Highlights This package provides you with various How-to-Guides (HTG), that you can use for integrating your SAP Cloud for Customer
Integrate SAP Cloud for Customer to other solution with other SAP solutions, leveraging either SAP HANA Cloud Platform, integration service or SAP NetWeaver Processs
SAP Solutions quickly Integration (PI) as middleware.
Contrary to other SAP Best Practices packages, the How-To-Guides for integration with CRM and ERP are not meant to be used
stand-alone, but only in conjunction with the corresponding integration guides/documentation. Before starting off your integration
Solution Details project, we therefore strongly recommend that you visit the SAP Cloud for Customer Blog on the SAP Community Network, where
you can get more background information and links to the integration guides mentioned.
https://rapid.sap.com/bp/RDS_CFC_ERP
The package contains the following how-to-guides:
• Integration of C4C with CRM via HCI (how-to-guide)
• Integration of C4C with ERP via HCI (how-to-guide)
Related Solutions
• Integration of C4C with CRM via PI (how-to-guide)
• Rapid data migration to cloud solutions
from SAP • Integration of C4C with ERP via PI (how-to-guide)
• SAP Cloud for Customer integration with
• Integration of C4C with SAP Business One (full configuration guide)
SAP ERP rapid-deployment solution

Solution Highlights Key Benefits

 Pre Packaged integration content (i-flows) for SAP Cloud for  Leverage information that is stored in your backend for use with
Customer SAP Cloud for Customer and vice versa
 Predictable results using best-practices  Establish end-to-end business processes across different solutions
 Fully tested how-to-guides for easy consumption by customers,  Prevent application and information silos when using on-premise
partners and consultants and cloud solutions
 Get guidance for implementing specific integration scenarios

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 56

V13.1702
 Implementation Best Practices #2
SAP Cloud for Customer integration with SAP ERP rapid-deployment

Highlights The package contains documentation on how to integrate SAP Cloud for Customer with SAP ERP via
Integrate SAP Cloud for Customer with SAP HCI or SAP NetWeaver PI. Following the configuration guide you will be able to manage your sales-
ERP quickly process in SAP Cloud for Customer leveraging SAP ERP back-end data.

Solution Details (link)

https://rapid.sap.com/bp/RDS_CFC_ERP_INT

Solution Highlights Key Benefits

Related Solutions  Pre-Packaged integration content (i-flows) for SAP Cloud for  Easy and fast entry to the world of sales-force automation
Customer  Leverage information that is stored in your backend for use with
• Rapid data migration to cloud solutions
 Predictable results using best-practices SAP Cloud for Customer and vice versa
from SAP
 End-to-End process support leveraging back-end data  Establish end-to-end business processes by extending your SAP
• SAP Best Practices for SAP Cloud for ERP-processes
 Different business scenarios to choose from
Customer Integration
 Prevent application and information silos when using on-premise
and cloud solutions

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 57

V3.1505
 Rheem: Giving Customers a “Warm Glow” with
SAP® Service Cloud
Objectives
Company
Rheem Australia Pty. Ltd.  Relieve congestion caused by high call volumes during peak seasons 100
 Respond promptly to every customer inquiry with useful advice that solves issues regardless of contact Staff and external team
Headquarters channel members using
Rydalmere, Australia  Track outcomes – specifically what the customer inquiry was for and how it was resolved SAP Cloud for Service
 Conduct net promoter scores (NPS) to track customer satisfaction
Industry
Consumer products – household Why SAP® Customer Experience solutions 90%
and commercial appliances  Already an existing user of SAP® software Positive customer satisfaction
 Quick deployments to meet all customer requirements scores for handling of calls and
Products and Services services provided, with NPS
Gas and electric storage, heat Resolution scores also high and
pump, and solar water heaters for  Established a cross-functional team comprising Rheem’s CIO, CMO, call center manager, sales manager, and increasing
domestic, commercial, and large- IT resources to examine the issues
 Worked with Bluleader to deploy the SAP Service Cloud solution in March of 2015, in time to go live for the
scale project applications
coming peak winter period 10%–15%
Web Site Time savings on calls by call
Benefits center staff on average
www.rheem.com.au
 Increase in the efficiency and productivity of call center staff
 Deeper insight into customer needs and experience
Partner
 Higher customer satisfaction
Bluleader Pty. Ltd.
www.bluleader.com.au

“With SAP Service Cloud, we have a deeper understanding of the type of work being referred to our
agents and can compare service delivery, monitor whether referral to a particular agent was
successful, and, if needed, move the job to another agent to assist the customer.”
Stephen Foley, Chief Information Officer, Rheem Australia Pty. Ltd.

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 58

42699 (16/05) This content is approved by the customer and may not be altered under any circumstances.
 GETRAG: Accelerating Sales Productivity
with SAP® Sales Cloud

Objectives
Company
GETRAG • Gain a more comprehensive overview of sales processes, projects, and reporting to improve collaboration Faster
• Reduce the complexity of administrative processes in the sales department Reporting, quotation
Headquarters management, and lead
Untergruppenbach, Germany Why SAP management
• SAP® Sales Cloud solution, which offers one of the best values of all cloud sales applications on the market
Industry • Consistent user experience across all devices
Automotive • Personalized features and customization for reduced complexity Simplified
• Integration into other solutions from SAP Sales processes and IT
Products landscape
Transmission systems for cars Resolution
and light commercial vehicles • Stabilized business processes with instant notifications if any step has been overlooked

Employees
• Better tracking of project development in real time on all devices for the entire team, avoiding bulky e-mail
exchanges
Accurate
Data, reports, and decision
13,500 • Improved scalability with features and user licenses that can be added or removed as needed documents

Revenue Future plans

€1.695 billion
• Deploy the SAP Simple Finance solution powered by SAP HANA®
• Evaluate options for implementing a new HR solution
Instant
Collaboration through
• Integrate joint ventures into the SAP software system landscape
Web Site comment fields
www.getrag.com/en/home

“SAP Sales Cloud will help us focus on our projects and customers. All team members will
work together more effectively, asking questions and providing feedback in real time. It will create
a collaborative work environment.”
Dirk Bergner, CIO and VP of Business Process Management, GETRAG

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 59

40171 (15/09) This content is approved by the customer and may not be altered under any circumstances.
 Royal Cup: Brewing Up a World-Class Coffee and
Tea Business with SAP® Sales Cloud​

Company
Royal Cup Coffee and Tea​
Objectives
• Provide greater insight into customer needs so the sales team can be more proactive in offering solutions, including 30%–40%
solutions that customers may not know they need Expected revenue growth​
Headquarters • Modernize the company's IT environment to deliver a faster, more responsive customer experience
Birmingham, Alabama​ • Simplify and accelerate data collection and sharing to provide an accurate, real-time look into the sales pipeline

Industry Why SAP® Customer Experience solutions

100%
Projected increase in the
Consumer products – beverages ​ • Mobile platform for 24x7 information access number of opportunities
• Real-time access to customer data tracked in the sales pipeline​
Products and Services • Simplified IT that increases efficiency
Coffee, tea, iced tea, cold-brew
coffee, and related beverage
products​
Resolution
• Worked with SAP partner Knack Systems to deploy the SAP® Sales Cloud solution Real-time
• Completed the implementation project on time and within budget Access to sales information
Employees for executives tracking
850​ Benefits beverage market trends​
• Anytime, anywhere access to key information and resources for more than 200 salespeople
• Simplified platform that streamlines sales processes and increases efficiency within the sales organization
Revenue
US$350 million​ • Faster time to productivity for team members Integrated​
• Stronger customer relationships IT systems that increase the
Web Site ability to deliver on promises
www.royalcupcoffee.com to customers​

Partner
Knack Systems “SAP Sales Cloud is helping us simplify by connecting so many disparate processes, whether it be e-mail
knacksystems.com or contact management, key account management, or pipeline management. The simplification makes us
more competitive because we're able to focus more on what we do best.”​
Bill Beasley, Sales Support Director, Royal Cup Coffee and Tea​

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 60

© 2016 SAP SE or an SAP affiliate company. All rights reserved. Studio SAP | 45312​ (16​/07​) This content is approved by the customer and may not be altered under any circumstances.
Integration with SAP CRM
SAP Cloud for Customer Integration with SAP CRM

FEATURES BUSINESS BENEFITS

▪ In such a “hybrid CRM” model, objects ▪ C4C can act as an immediate “mobile layer” on
are bi-directionally synchronized between top of CRM
the systems
▪ For the end users, C4C and CRM
▪ Real-time integration of master data e.g. seem to be “ONE” system as such
accounts, account hierarchies, prospects,
▪ Customers can leverage their
competitors, contacts, territory assignments,
existing investments in CRM,
products, employees, social media profiles,
but use innovations being
marketing attributes
delivered constantly in C4C
▪ Full integration of transactional data e.g.
campaign headers, leads, opportunities,
activities, service requests / tickets with real-
time pricing for sales quotes and sales orders

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 62

 Integration with SAP CRM (Master Data Integration)

SAP Cloud for Customer

Business Sales Org Social Media

Product Accounts
Configuration Hierarchy Profiles

Product Marketing Account

Employees Territories
Category Attributes Hierarchy

SAP CRM

Business Sales Org Business Social Media

Product
Configuration Hierarchy Partner Profiles

Employees Product Marketing Account

Territories
Category Attributes Hierarchy (BP
Relationships)

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 63

Integration with SAP CRM (Transactional Scenarios)

SAP Cloud for Customer

Campaign
Lead Ticket
Header

Activities Promotion Opportunity Sales Quote

SAP CRM

Campaign Lead Ticket Delivery

Sales Customer
Activity Promotion Opportunity Pricing
Order Invoice

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 64

CRM Prerequisites to Leverage Prepackaged Integration

✓SAP CRM 7.0 EHP 0, Support Package 6 (SAPKU70006)

✓The other supported releases are SAP CRM 7.01, SAP CRM 7.02, SAP CRM 7.12, and SAP CRM
7.13.

✓Latest Support Package of BBPCRM

✓C4C Add-On CRMPCD01 700. Requires latest Support Package.
✓Higher EHPs / SPs for specific functionality (see integration guide)
 CRM 7.0 EHP 0, SP7 or higher to replicate attachments in opportunities and leads
 CRM 7.0 EHP 3 and SAP_BS_FND 747 SP04 to exchange social media between C4C and CRM
 To allow end users access to the UI function, enable the business function CRM_SMI

https://help.sap.com/viewer/1057a9793aec43b39ecddf86b78801b9/1808/en-US/5e06a0cd4ba247f4ab9bd24057e9f9c9.html

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 65

Integration with SAP S/4HANA
 SAP Cloud for Customer Integration with SAP S/4HANA
Master Data View
SAP Cloud for Customer
Currency Sales Org Product Account Contact Van Stock Registered Measurement
conv. rates Hierarchy Hierarchy Product Document

Customer Account Offline Installation Measuring

Employee Product
Material Info Customer Hierarchy Pricing Point Point
360 app

SAP S/4HANA

Currency Sales Org Material Equipment Measurement

Account Contact Van Stock
conv. rates Hierarchy Group (incl. Classification) Document

Customer Customer Functional Measuring

Employee Material Material Info Hierarchy Pricing
Location Point

 Basis of the diagram is the C4C-ERP integration

 Blue boxes/arrows are available with C4C 1605 and S/4HANA Enterprise 1511 FPS2
 Green boxes/arrows are available with C4C 1611 and S/4HANA Enterprise 1610 FPS0
 Purple boxes/arrows are available with C4C 1702 and S/4HANA Enterprise 1610 FPS1
• Attachment replication for products is available with C4C 1702 and S/4HANA Enterprise 1610 FPS1
• Dark red arrow is available with C4C 1705 and S/4HANA Enterprise 1610 FPS2
• Dark blue boxes/arrows are available with C4C 1802 and S/4HANA Enterprise 1709
• Light red boxes/arrows are available with C4C 1808 and S/4HANA Enterprise 1809
• White boxes / grey arrows are NOT yet available
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 67
 SAP Cloud for Customer Integration with SAP S/4HANA
Transaction Scenarios
SAP Cloud for Customer
Online Pricing
Opportunity Online ATP
Online
Pricing for
net value Sales Sales Service
Contract* Contract Work Ticket
Online
Quote
Pricing with
ATP & Credit Sales Time Create follow-up Business
Limit Check Order Report Transaction Document

SAP S/4HANA
Internal Order / Reference to Contract
Sales Service
Pricing Quote Delivery Contract* Contract Billing Revenue
Invoice
Request
Sales Customer Time Sheet
Cost
Order Invoice (CATS) Goods Issues from Technical Stock
Service
Facade
Cost
 Basis of the diagram is the C4C-ERP integration Adv. Shipment Goods Issue
 Blue boxes/arrows are available with C4C 1605 and S/4HANA Enterprise 1511 FPS2 Cost
Timesheet (CATS)
 Green boxes/arrows are available with C4C 1611 and S/4HANA Enterprise 1610 FPS0
 Purple boxes/arrows are available with C4C 1702 and S/4HANA Enterprise 1610 FPS1 Sales Purchase Purchase
Order Requisition Order
 Red boxes/arrows are available with C4C 1705 and S/4HANA Enterprise 1610 FPS2
• White boxes / orange arrows are NOT yet available
• S/4HANA object references included in C4C Document Flow, Print Preview available in C4C
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 68
Demo

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 69

 Implementation Best Practices
SAP S/4HANA Integration with SAP Cloud for Customer

Highlights The package contains documentation on how to integrate SAP S/4HANA with SAP Cloud for Customer
Integrate SAP S/4HANA with SAP Cloud for via SAP PI or SAP Cloud Platform Integration. By following the configuration guide you will be able to
Customer manage accounts and opportunities and handle work-tickets in SAP Cloud for Customer leveraging SAP
S/4HANA data.

Solution Details
https://rapid.sap.com/bp/RDS_CFC_S4_INT

Solution Highlights Key Benefits

Related Solutions  Pre-Packaged Integration Content (i-flows) for SAP Cloud for  Ensure information accuracy
 SAP Best Practices for SAP S/4HANA Customer  Leverage information that is stored in your backend for use with
 rapid data migration to SAP S/4HANA  Predictable results using best-practices SAP Cloud for Customer and vice versa
 SAP Best Practice for SAP S/4HANA  End-to-End process support leveraging back-end data  Establish end-to-end business processes by extending your ERP-
processes
Enterprise Management Cloud
 Prevent application and information silos when using on-premise
and cloud solutions
 Reduce operational risk

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 70

V4
SAP Cloud for Customer Integration with SAP S/4HANA Cloud
Master Data View

SAP Cloud for Customer

Legend:
Currency
conv. rates
Product Account Contact  Blue items are available since C4C 1605 and
S/4HANA Cloud 1605
 Green items are available since C4C 1802 and
S/4HANA Cloud 1802
 Dark blue items are available since C4C 1811 and
S/4HANA Cloud 1811
Currency
conv. rates Material Account Contact • Attachments are NOT yet integrated

SAP S/4HANA Cloud

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 71

 SAP Cloud for Customer Integration with SAP S/4HANA Cloud
Transactional Scenarios

SAP Cloud for Customer

Opportunity Legend:
Online
Pricing for  Blue items are available since C4C 1605 and
net value Sales
Quote
S/4HANA Cloud 1605
Online
Pricing with  Green boxes/arrows available since C4C
ATP & Credit
Limit Check 1708 and S/4HANA Cloud 1708
• White boxes are NOT yet available
• Attachments are NOT yet integrated
Delivery

Sales Customer
Pricing
Order Invoice

SAP S/4HANA Cloud

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 72

 Pregis: Simplifying Protective Packaging with SAP®
Customer Experience Solutions and SAP S/4HANA

Objectives
Company
Pregis Corporation  Upgrade sales and customer management systems to more-effectively personalize and enhance 16 weeks
customer experiences to increase lifetime value To implement on schedule
Headquarters  Provide proactive, relevant service to a diverse clientele and within budget
Deerfield, Illinois  Simplify and integrate disparate systems across departments to unify operations

Industry
Mill Products – protective
Why SAP
 Enabled a phased approach for digital transformation
360-degree
View of each customer account
packaging  Provided an integrated solution to enable the company to Run Simple and satisfy customers

Products and Services

Packing supplies, bubble wrap,
Resolution
 Worked with TPC to deploy SAP® S/4HANA and the SAP Sales Cloud solution
15%–20%
foam, surface protection film  Completed the digital transformation project in 16 weeks Expansion of the sales pipeline

Benefits
Employees
1,000  More-informed decision making using instant reports to the executive team that increase visibility into Simplified
sales and customer support Data analysis for more-effective
Revenue  Enhanced agility with a simplified platform that allows real-time data sharing among sales, customer selling
service, and business leaders
US$1 billion
 Greater efficiency due to the elimination of duplicate data entry
Web Site
www.pregis.us/Home.aspx

Partner “Now we have a data repository that is a single source of truth and accessible to the whole organization.
The Principal Consulting Inc. (TPC) This is an enormous improvement over our previous system, which often required work-arounds.”
www.tpcus.com Bob Border, Vice President and CIO, Pregis

https://cx.sap.com/de/downloads/video/pregis-sap-s4hana-hybris-c4s/451
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 73
45308 (16/08) This content is approved by the customer and may not be altered under any circumstances.
Integration with SAP Business Warehouse
(BI), SAP Integrated Planning (IBP) and
Account 360
Reporting Data Transfer to SAP Business Warehouse (Outbound)

SAP Cloud for Customer SAP BI/BW or External System

ODP Data Source for each MDAV

Request Analytical Data
from SAP BI to C4C
Replicated ODP
Master Data MDAV* Data Source
(Consumer)
Transfer Analytical Data
from C4C to SAP BI
Data Loading in BI
Transaction Data MDAV*

Master and Transactional

Data Store (DSO, Infocube)
Transformation & DTP

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC *MDAV: Multi-Dimensional Analytical View 75
SAP Business Intelligence Mashup Example

• HTML mash-up to show dashboard with BI / BW information consolidated for a specific account
• ERP Customer ID or CRM Customer ID on account header passed as parameter to the Mash-up

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 76

Reporting Data Transfer from SAP Business Warehouse (Inbound)

SAP Cloud for Customer SAP BI/BW or External System

HTML Mashup via https

BEx 3.X tools
Detailed View UI / dashboard (HTML report)

Create Query and Web Template

HTML Mash-up

BW Infoprovider:
Infocube, DSO,
Data Source and Report / Multiprovider, Infoset,
Embedded Components Hybrid Provider

Transfer to DB Table

Custom Object / Extension

A2X Service Open Hub Destination
Fields in Standard Object /
(DB table)
Cloud Data Source
Data Transfer to C4C
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 77
ERP Customer Factsheet / Cockpit in SAP Sales Cloud & Service Cloud
• Account 360 set-up enables you to bring On Premise
ERP / SAP BW/BI sales document data into the account
details view in order to provide you with complete
information about the sales transactions for the selected
account.

• Launch SAP ERP Customer

Factsheet to get a holistic view of
Account and Prospects from Cloud
for Customer without the need of a
VPN connection (Documentation)

• You can launch SAP ERP Customer

Cockpit from a Cloud for Customer
account to quickly edit transactions in
SAP ERP (Documentation, new blog
on How To Configure and Use ERP
Customer Cockpit in C4C)

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 78

Launch S/4HANA Customer 360 App from C4C Account View
Key Business Benefits
• Call the S/4 HANA customer 360 app to get a complete
overview of the customer’s data in S/4HANA.
• For example, you can look at delivery, invoice data etc.
directly from the customer 360 application.
Description:
• With this app you get an overview of one specific customer
by reviewing aggregated sales data from the past and the
present (Documentation).
• Navigate to several apps such as Manage Sales
Quotations, Sales Orders, Sales Contracts, and Resolve
Sales Order Issue, and use the features of each respective
app
• Display the list critical documents like sales quotations, sales
orders, sales contracts and also create these transactions by
navigating to related apps
• You can also list and search for customer returns, credit
memos, debit memos, and billing document for this
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC
customer and navigate to the process flow. 79
Enrich Sales Planning with SAP Integrated Business Planning (IBP) integration

• In the integration scenario, opportunity quantities and

opportunity revenue based on aggregated opportunities and
(optionally) sales forecasts and targets are transferred to SAP
Integrated Business Planning.
• Both cloud-based applications are integrated using the OData
service in SAP Cloud Platform Integration (CPI Data Services).
• Get further details in SAP Note #2507762
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 80
Integration with SAP Master Data
Governance (MDG)
SAP Cloud for Customer – SAP Master Data Governance (MDG) Integration

SAP Cloud for Customer

Business
Partner

SAP Master Data Governance*

Business * Supported Deployments:

Partner - SAP MDG on SAP ERP,
- SAP MDG on SAP S/4HANA on-premise

 Packaged bi-directional Business Partner replication between SAP Cloud for Customer and SAP MDG
 In case a Business Partner cleansing and consolidation process is triggered in SAP MDG then a merge
case is created in SAP Cloud for Customer .
 SAP Cloud for Customer automatically marks the oldest record (based on creation date) as the golden
record and executes the merge process.
 Distribution of ID mapping from SAP MDG to SAP Cloud for Customer
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 82
 SAP Cloud for Customer – SAP Master Data Governance (MDG) Integration
Detailed Process View
1 Create new customer DEF Corp. in C4C
BP
BP1000,
1000,DEF
DEFCorp.,
Corp.,MDG
MDG5001
5001
BP
BP1000,
1001,
BPBP DEF
1001,ABCCorp.,
ABC
1000, Corp.,MDG
Corp.,
DEF MDG
MDG
Corp., 5001
5000
MDG5000
5001 BP 2000, ABC Corp. business with new customer can start at once
BP
BP1001,
BP1002,ABC
1002,
BP DEFCorp.,
DEF
1001, Corp.,
Corp.
ABC MDG
MDG
Corp., 5000
50015000
MDG BP 2001, DEF Corp.
2 Send customer to MDG via SOA Service
1
3 Start Consolidation. Match found against BP
Hybris C4C 7 ERP in MDG / C4C, merge data.
4 Activate data on MDG Hub, enhance Key
Mapping for existing customer resulting in two
5 6 6 5
mappings towards C4C.
2 BP 5000: ERP 2000
BP 5000:C4C
ERP1001
2000 5
Replicate customer data from MDG Hub to
BP 5001: ERP
C4C2001
1001 all connected client systems
BP 5000, ABC Corp. BP 5001:C4C
ERP1000
2001
BP 5001, DEF Corp. C4C
C4C1002
1000 Replicate key mapping to all client systems
6

MDG Hub 4 7 C4C detects duplicate customers, starts

3 local merge, deletes superfluous customer
Consolidation (only if not yet replicated to ERP), and asks
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC
MDG to adapt key mapping 83
SAP Cloud for Customer – SAP Master Data Governance (MDG) Integration
Removal Run for Obsolete Business Partner Records

 Schedule automated deletion of obsolete business partners, such as, contacts, employees, and private
accounts. You can also check the status of all the obsolete business partner removal runs performed in
the background.
 In the Administer Obsolete Business Partner Removal Runs common task you can schedule the runs
immediately, or set a recurrence to continuously purge obsolete business partners from the system.

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 84

Integration with SAP Business One (B1)
SAP Cloud for Customer – SAP Business One Integration

SAP Cloud for Customer

Sales
Product Account Contact
Quote

SAP Business One (B1)

Business Sales
Item BP Contact Pricing
Partner Order

 Replication of SAP B1 items to products in C4C

 Bi-directional synchronization of business partners and contacts
 Sales quote with access to real-time pricing in B1
 Sales order in B1 from C4C quotation scenario

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 93

Integration Architecture

B1 Application Integration
Server Framework (B1i)
Integration
Package

Database
(SAP HANA or MS SQL)

 The integration content is provided through the Integration Framework of SAP Business One (B1i).
 B1i is a lean middleware which enables SAP B1 to publish or send data to external systems, and to consume or
access data from external data providers using standard protocols.
 The integration package offers B1 specific message mappings and a configuration guide (Best Practice Guide,
available in March 2016 with V9.1602) which can be downloaded from SAP Service Marketplace.
 Prerequisites: B1 version 9.1 or higher, B1i version 1.22.1 or higher including DI Proxy and Event Sender

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 94

Download Integration Content and Integration Guide

https://launchpad.support.sap.com/#/notes/0002221527 https://rapid.sap.com/bp/RDS_CFC_ERP

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 95

Integration with
Application Lifecycle Management (ALM)
• SAP Solution Manager
• SAP Cloud ALM
Integration Monitoring – Usage Scenarios

Monitoring Tracking
Get a detailed status overview per Search and track single messages
cloud service/business systems on based on specific business
the incoming/outgoing messages context attributes like Order
for different interfaces Number.

Alerting Analytics
Inform Integration Owner about
critical issues during data Get an overview on historical data
exchange. Get an overview on for the different integration types
scenario related alerts. Use to identify trends and compare
forward navigation to analyze the different time periods.
alerts in the Alert Inbox.

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 97

Integration Monitoring – Motivation and Benefits

✓ provides one central

overview of data
exchange processes at
application level in cloud-
Option 1 only and hybrid scenarios
✓ end-to-end monitoring
across all SAP
Integration Monitoring applications and major
in SAP Cloud ALM
technology services
Option 2 ✓ closing the gap
between business and
IT
Integration Monitoring
✓ enable flexible delivery
in Focused Run for
SAP Solution Manager model supporting
deployments at On-
Prem or SAP Cloud

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 98

Integration Monitoring – Further Information

SAP Solution Manager (Focused Run)

• Integration & Cloud Monitoring
• Integration Scenario for C4C

SAP Cloud ALM

SAP Cloud ALM is an Application Lifecycle Management (ALM)
offering of SAP for customers that use only (or at least
predominantly) cloud solutions from SAP and do not want to deploy
an own ALM platform on premise for managing them.
SAP Cloud ALM is not released yet, but some information is already
available:

• Overview
• FAQ

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 99

Integration Technology
SAP Cloud Platform Integration (CPI)
Lowers Cost, Increases Speed, Enhances Simplicity for Customers

SAP Cloud for Customer

▪ Cloud-based technology

SAP Cloud Platform Integration (CPI) ▪ Real-time, bi-directional process

integration
Real-Time Process Process Integration Data Integration Community and
Integration iFlows Data Flows Marketplace ▪ Data integration

▪ Graphical flows & mappings

▪ Centralized monitoring and

administration

▪ Pre-built adapters

▪ Community marketplace
SAP 3 rd Party 3 rd Party
On-Premise On-Premise Cloud Solutions
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 101
SAP Cloud for Customer – Packaged Integration
Packaged Integration Content for SAP Cloud Platform Integration

▪ iFlows are standard integration content from SAP ▪ User defined functions required for standard
integration delivered. Can be customize by customers.
▪ iFlows run on SAP Cloud Platform Integration
(CPI) and SAP Process Integration (PI) ▪ iFlows contain predefined mappings with 100+ fields
mapped, user defined functions, and routing rules.
▪ Each iFlow contains logical and technical routings

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 102
SAP Cloud Platform Integration Content (1/2)
Modification-free Extensions for Integration Flows (iFlows)

• Currently most customer-specific

extensions and adaptations of standard
SAP Cloud for Customer iFlows are done
in the SAP message mapping itself.

• Upgrading of those iFlow to a newer

release means a manual merge of
custom changes into the newer iFlow.

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 103
SAP Cloud Platform Integration Content (2/2)
Modification-free Extensions for Integration Flows (iFlows)

• An increasing number of iFlows are planned to

be available offering modification-free
extensions as part of a separate iFlow step.

• As SAP message mappings stay untouched,

this new approach allows smooth upgrades of
iFlows for customers.

• Modification-free iFlow models are planned to

be delivered in a phased approach. Currently
modification-free extensions are supported for:
• Business Partner integration
• Sales Order integration
• Marketing Cloud related integration scenarios

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 104
SAP Cloud Platform Integration, Data Services
Allows integration via files (e.g. XML, CSV) and database connectivity (SQL)

• On premise agent for access to on-premise sources like files (XML or CSV), databases and SAP Business Suite (ABAP)
• Flexible web-based user interface to define mappings, execute tasks and monitor the data load
• Built-in scheduler for scheduled data loads, or use any external scheduler to start data loads through a Web service call
• Bi-directional data transfer on-premise to cloud and cloud to on-premise

ERP

SAP Cloud

Integration
OnPrem Agent

Platform

Webservice
https Data Load
Databases SAP Cloud for
Customer
Files Extract

Customer environment SAP Cloud environment

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 105
 SAP Cloud Platform Integration (CPI)
One platform for process and data integration

SAP Cloud Platform Integration Services (CPI)

… for Process Services … for Data Services

Objective Chaining of process steps Synchronization of data
Interaction Type System-2-System System-2-System
Coupling to Application Process-Level Data-Level

Primary Trigger Application Event Schedule

Urgency of Completion Near Real-Time / Real-Time Batch

Unit of Data Exchange Single Business Objects Bulk-Data

Specific Requirements • Transactional Process Integrity • Data Quality Services: Cleansing, Matching,
• Reliability (Guaranteed Delivery) Consolidation (ongoing or during import)
• Message Orchestration • Complex transformation from multiple data
sources
• Mass Data Handling

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 106
 SAP Cloud Platform Integration – Technical View

Eclipse User Interface Cloud for Customer Web User Interface

• Simplified Business Process Modeling Notation SuccessFactors BizX • Configure prepackaged process
modeling of integration flows integration flows
• Manage integration flows with expert monitoring, Financial Services Network • Design data integration
deploy, start/stop instances • Monitor messages and data loads
• For integration developer persona Sales & Operations Planning
….

SAP Cloud Platform

Integration

Runtime & Repository

• Cloud Enterprise Service Bus for message execution
• Cloud Repository for storing Integration
projects and data integration flows On-Premise Agent
• Multi-tenancy
• On-premise agent for data integration

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 107
OnPremise SAP/ 3rd party systems
Scenarios Delivered as SAP PI Content (ESR)

CRM ESR Content PI mapping (example)

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 108
 Open API’s
C4C OData API supports integration and extension use-cases

Extension Apps (SAP Cloud Platform etc.) Wearables ▪ SAP and 3rd party application integration
e.g. Customer/Partner Portal e.g. Apple Watch
▪ SAP Cloud Platform based extensions
by customers, partner and SAP
IoT
▪ Excel integration with native OData
e.g. Drones
App Integration adapter
MS Excel
e.g. Commerce, SF etc. ▪ Wearables scenario

…….
▪ IoT integration scenarios
▪ Standard C4C OData API allows bi-
directional access to majority of the
business data (including Sales, Service
and Master Data)
OData
▪ Tooling to easily create (OData Editor)
and test (OData Console) custom OData
services in C4C
SAP Cloud for Customer
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 109
Open API’s
C4C OData APIs – Flexible, Secure, and Developer friendly
Query Option Example (URI excerpt) Description

Flexible $batch /$batch

Perform several OData query, create, update or delete
operations with a single HTTP POST call.
▪ Supports the HTTP methods;
GET, POST, PUT, PATCH, $count /OpportunityCollection/$count Returns the total number of Opportunities
DELETE /OpportunityCollection/$expand=OpportunityCo
$expand Return opportunities with the associated Contact info
ntact
Secure $format /OpportunityCollection?$format=json Returns Opportunity entries in JSON format

▪ HTTPS, $inlinecount
/OpportunityCollection?$top=10&$inlinecount= Returns the top 10 opportunities and also returns the
allpages total number of opportunities.
▪ Basic Authentication,
/OpportunityCollection?$orderby=CloseDate First performs an orderby on the Opportunities and then
▪ OAuth SAML bearer flow $orderby
desc&$top=10 selects the top 10 in a descending order.

Developer friendly
Returns Customer entries with at least one of the
▪ Object navigation, $search /CustomerCollection?$search='Porter'
search enabled fields contain the word 'Porter'

▪ Server based pagination, /OpportunityCollection?$select=OpportunityID, Returns Opportunity entries but only 2 attributes
$select
AccountID OpportunityID and AccountID
▪ Batch processing,
$skip /OpportunityCollection?$skip=10 Skips the first 10 entries and then returns the rest
▪ Support for delta updates
Returns top 2 Opportunities. 'Top 2' is defined by server
$top /OpportunityCollection?$top=10
logic here

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 110
 Technical Connectivity: Reverse Proxy vs. SAP Cloud Connector
When you connect SAP Cloud for Customer (sender) to an on-premise system (receiver) you need to interconnect either a reverse proxy or an SAP HANA Cloud
Connector between the on-premise system and the middleware (SAP Cloud Platform Integration). To decide which option is the best one for your use case, refer to the
following table.
Advantages When Using Reverse Proxy Advantages When Using SAP Cloud Connector (SAP Cloud Platform)
Existing reverse proxy and demilitarized zone (DMZ) infrastructure can be reused No inbound ports pointing to the on-premise network need to be opened.
for cloud scenarios: No additional components need to be operated on-premise. Firewall and DMZ remain unchanged (for example, no additional IP white-listing).
Direct attacks (for example, DDOS) from the Internet are not possible.
IT-based, centralized approach with more re-use potential, independent of SAP De-central, simple solution that can be administered by LOBs and subsidiaries
Cloud Platform (SCP) or SAP Cloud Platform Integration infrastructure (CPI)
Usage for other cloud scenarios besides SAP Cloud Platform Integration Usage for other SCP-related scenarios, for example, extension apps, possible
connectivity of backends
Additional capabilities might be provided by the reverse proxy (load balancing, Synchronous native RFC-client call from SCP supported in addition (that means,
application gateway, rules, and so forth, depending on the used product). outside CPI)
Several reverse proxy instances per target landscape in one CPI tenant Propagation of cloud user identity to on-premise system is supported.
Monitoring and control included in the IT processes, tools and concepts. Monitoring and control native in SCP (for example, SAP HANA Cloud Cockpit,
User, Security)
Re-use of existing license, but separate license needed of a reverse proxy is not License comes with SAP Cloud Platform Integration Standard / Professional
used yet. Edition.
Third party support needed, except if the SAP Netweaver Web Dispatcher is SAP support in case of issues or feature requests.
used as reverse proxy.
https://help.sap.com/viewer/cca91383641e40ffbe03bdc78f00f681/Cloud/en-US/e6c7616abb5710148cfcf3e75d96d596.html

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 111
 Single Sign-On (SSO) for SAP Cloud for Customer (C4C)

• Integration with SAML2-based Identity Provider (IdP) possible.

• SAP Cloud for Customer provides native integration with SAP Cloud Platform Identity Service (part of SAP
Cloud Platform) for central authentication and single sign-on (SSO).
• As a result a direct logon to C4C is no longer possible, all login requests must pass the Cloud Identity Service
and match with the corresponding access rules (e.g. risk-based authentication, IP ranges or groups).
• Please find general information regarding SAP Cloud Platform Identity & Authentication Service here:
o Security Guide
o SAP Help Portal for SAP Cloud
Identity and Authentication Service (IdP)
o Integration with MS Azure
Active Directory

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 112