SALESFORCE &

SAP
INTEGRATION
GUIDELINES AND
CLIENT STORIES
SAP & SALESFORCE INTEGRATION
When it comes to supporting your business requirements through integration between Salesforce and
SAP, consider the below to ensure a successful implementation.

• Understand the functional and nonfunctional requirements

• Define your key integration considerations and criteria. Think about what your landscape looks like and what
your enterprise architecture standards are
• Understand the key integration options that are supported by Salesforce and SAP
• Select an integration approach that aligns well with your enterprise
• Based on all of the above, select the best integration patterns for your business requirements
• Define which key performance indicators (KPIs) your business needs to monitor to ensure a successful
implementation
• Monitor and ensure the business requirements and KPIs are being met
COMMON BUSINESS SCENARIOS
SAP & SALESFORCE INTEGRATION - COMMON BUSINESS
SCENARIOS
Based on the large number of successful implementations of Salesforce, including integrations with
SAP, we have identified common business use cases that our customers look to implement.

At a high level, here are common areas that Salesforce can integrate with SAP for data and process
integration:

• Accounts/Account Partners
• Product & Pricing
• Order Management
• Demand Management
• Warranty Management
• Financial Data
BIDIRECTIONAL ACCOUNT CREATION & MAINTENANCE

Users need the ability to create and maintain accounts using the Salesforce platform. SAP account
data and/or account data in an MDM platform need to stay in sync and obey certain controls and
rules. Data stewards might also manually correct or authorize data changes before committing to
the system of record.
PRODUCT PRICING & QUOTING
Salesforce users, such as sales reps who are working on opportunities, need to generate quotes
using products and price book information. They also need to associate those quote records to
their corresponding opportunities in Salesforce. Product and pricing information is typically
managed in SAP and needs to be synced with Salesforce.
OPPORTUNITY-TO-ORDER PROCESSING
Salesforce users, such as sales reps and call center agents, need to process opportunities — from initiation to
order confirmation and execution in SAP — through the Salesforce UI. This business process has multiple
steps, such as checking inventory, closing the opportunity by creating an order, creating a contract, setting up
the payment terms, and setting up entitlements.
POST ORDER PROCESSING
After an order is processed in SAP, additional processes need to be supported that require integrations
between Salesforce and SAP. For example:
• Order status updates
• Managing contracts
• Managing entitlements
• Invoicing
FINANCIAL DATA VISUALIZATION
Every time a contact or account record is viewed in Salesforce, all relevant customer transactional data, such
as related order history and the current financial status, needs to be accessible in real time to the Salesforce
user. In many cases, real-time drill down into orders is a requirement.
KEY INTEGRATION CRITERIA &
CONSIDERATIONS
KEY INTEGRATION CRITERIA & CONSIDERATIONS
Before we dive into solutions, we’d like to introduce a high-level, four-step process to successfully integrate
Salesforce with SAP. First and foremost, understand the three main business requirements that the integration
should support.

1. Understand the Business Context

2. Identify the Integration Layer
3. Select a Services Layer Integration Approach
4. Select an Implementation Approach
 KEY INTEGRATION CRITERIA & CONSIDERATIONS –
UNDERSTAND THE BUSINESS CONTEXT
• WHAT DATA ENTITIES ARE
INVOLVED?
Data entitles describe the data
objects, such as invoices, products, orders, and
customers.

• WHAT ACTIONS/TASKS NEED TO

BE PERFORMED?
Tasks describe the activities that are
being performed with these objects, such as
transformations, validations, updates, and
deletes.

• WHAT ARE THE TIMING

REQUIREMENTS?
Timing describes whether the tasks
are performed synchronously or
asynchronously, whether they’re batch- or
event-driven, and how frequently they’re
performed.
KEY INTEGRATION CRITERIA & CONSIDERATIONS – IDENTIFY
THE INTEGRATION LAYER
Defines at which tier (in a three-tier architecture) the integration will be implemented. Selecting the correct
integration technology layer is an important decision that significantly affects the cost, speed, and overall
performance of your integration project.
To understand which layer is appropriate, you need to know what options are available from each solution
provider.
KEY INTEGRATION CRITERIA & CONSIDERATIONS – SELECT A
SERVICES LAYER INTEGRATION APPROACH

POINT-TO-POINT DIRECT SERVICE-ORIENTED INTEGRATION PLATFORM AS A

INTEGRATION ARCHITECTURE (SOA) STACK SERVICE (IPAAS)
• In theory, the key interfaces • Alternative for enterprise application • iPaaS supports cloud-to-cloud,
provided by SAP and Salesforce integration and is offered by a large cloud-to-on-premises and even on-
can be directly accessed by number of integration platform premises-to-on-premises integration
software applications. vendors. scenarios.
• In these types of architectures, • SOA stack creates a relatively • Handles business-to- business
consumers and providers are tightly robust integration architecture that (B2B), electronic data interchange
coupled. This makes the can address most use cases. (EDI), and extract, transform, and
integrations very brittle as the • Applications are loosely coupled so load (ETL) integration requirements.
consuming applications need to when changes are needed they can • Applications are loosely coupled,
change as the underlying be quickly addressed. providing more stability and
environment changes over time. • Application maintenance costs are flexibility.
lower than in point-to-point
approaches, and the overall
platform is more reliable.
KEY INTEGRATION CRITERIA & CONSIDERATIONS – SELECT AN
IMPLEMENTATION APPROACH

Choices are “Build or Buy,” though in most cases the solution is a hybrid of both.

Buy: from one of the many Salesforce integration partners, using Salesforce App Cloud- provided integration
approaches and APIs

Build: Using integration toolsets to build your own custom integration from scratch
INTEGRATION OPTIONS
INTEGRATION OPTIONS
The table below is a tool to help you quickly determine which Salesforce and SAP technology to use for the
integration layer you have chosen..

Integration Layer SAP Technology Salesforce Technology

-SAP Enterprise Portal

User Interface - Visualforce Pages (Mashups) - Lightning Components
-SAP NetWeaver Composition Environment - UI screens based
Integration - Force.com Canvas
on Web Dynpro (WD)

- SAP APIs (RFCs and BAPIs) -Force.com APIs (Web service interfaces, SOAP, and REST)
- iDocs - Force.com Apex Callouts
Services Layer
- Enterprise Services - Outbound Messages
Integration
- Custom Web Services created with SAP NetWeaver -AppExchange 3rd party Middleware - AppExchange 3rd party API Gate
- OData Connector (NetWeaver Gateway) - NetWeaver PI/PO ways

Data Layer - Salesforce Connect - Force.com APIs

- Direct access to the underlying database - SAP Data Services
Integration - Data Loader
INTEGRATION DECISIONS
Define and identify the Authoritative sources for each use case
Table below shows role of each system for the entities that are required to implement the business requirements

Data Providers

Entities Authoritative Data Source 1 Contributing Systems 2 Consumers 3 (Read-Only)

Accounts N/A

Contacts N/A

Opportunity N/A N/A

Products N/A

Price books N/A

Contracts N/A

Entitlements N/A N/A

Orders N/A

Quotes N/A

Order Line Items N/A

Financial Data
(payment history, credit) N/A
1Authoritative Data Sources: Cohesive set of data assets that provide trusted,
timely, and secure information to support a business process. Information is
Invoices N/A
visible, accessible, understandable, and credible to information users [Source:
MIT].
Shipping Information N/A
2Contributing Systems: Systems that create, update, and delete data but must
sync with Authoritative Data Sources to create the golden copy of the record.
Inventory N/A
3Consumers: Systems that reference/read data to support business processes
but do not modify it.
Assets N/A
 INTEGRATION DECISIONS – INTEGRATION PATTERNS
Table below shows patterns to help you determine the pattern that best fits your integration requirements
Type Timing Type Timing

Services Services
Data UI Data Layer Key Patterns Data UI Data Layer Key Patterns
Use Case Layer Sync Async Use Case Layer Sync Async
Source ›Target Integration Integration to Consider Source ›Target Integration Integration to Consider
Integration Integration

Account Creates/ Remote Process Invocation

Update — Request and Reply Financial Data
(Payment History, UI Mashup
Account Creates/ Remote Process Invocation Credit Status, etc.)
Update — Fire and Forget

Account Creates/ Financial Data

Batch Data Synchronization Remote Process Invocation
Update (Payment History, — Request and Reply
Credit Status, etc.)
Account Creates/
Remote Call-In
Update
Financial Data
(Payment History, Data Mashup
Initial Account Load Batch Data Synchronization
Credit Status, etc.)

Product & Price Books Batch Data Synchronization

Invoices UI Mashup

Remote Process Invocation

— Request and Reply
If order creation is a long-running Invoices Data Mashup
transaction, consider using
Order Creation continuations or using Remote Process
Invocation — Fire and Forget followed
Shipping Information Remote Call-In
by a Remote Call-In to update Salesforce
with order details such as Order ID
and Status.
Batch Data Sync depending on
Shipping Information frequency requirements (e.g., frequent
Order History &
updates vs. nightly batch updates).
Financial Data (no
Data Mashup
reporting requirements
in Salesforce) Remote Process Invocation
Inventory
— Request and Reply
Order History &
Financial Data (no
UI Mashup Inventory Data Mashup
reporting requirements
in Salesforce)

Order History &

Financial Data (no
Batch Data Synchronization
reporting requirements
in Salesforce)

Remote Process Invocation

Order Status Updates
— Request and Reply

Batch Data Sync depending on

Order Status Updates frequency requirements (e.g., frequent
updates vs. nightly batch updates).
REFERENCE ARCHITECTURE
REFERENCE ARCHITECTURE
The figure below provides a reference approach to integrate Salesforce with SAP.
CLIENT STORIES
 Client Story #1:
Global Consumer Goods Company
Integrations Integrating Salesforce Sales/Service Cloud with the S4 HANA system leveraging SAP’s Cloud Platform Integration (CPI) tool
• We stood up ~15 integrations for an initial release bringing in SAP Master Data (including Account, Pricebook, Product
Authorizations and other backend attributes) to leverage SAP for Salesforce specific functionality.
• The inbound (SAP>Salesforce) integrations had both master and transactional data (i.e., order history) and also included the
Product, Asset, Order and Order Item objects standard objects and our Related_Account c custom object for partner functions.

Supported Salesforce functionality included Quoting, Ordering (for 2 types of orders – both Finished Goods and Equipment) and Customer
Creation Requests. Detailed SF functionality included
Business • Prospecting (Quotes with accurate SAP pricing)
Scenarios • Customer onboarding
• Customer visits and QA audits (Order history, Assets at customer to base QA questions on)
• Orders (both placing and tracking, including shipping status and split orders/backorders)
• Customer master data updates (cross-team workflow managed in Salesforce, facilitated by having customer master data visible in
Salesforce
• Equipment master updates (cross-team workflow managed in Salesforce, facilitated by having Equipment master data visible in
Salesforce)

Data & Volumes The integration utilizes both scheduled data transfers (e.g. every night for updated records from SAP to SFDC for customer account,
price, products etc.) and on demand / ad hoc integrations (e.g. order creation from SFDC to SAP, new/updated customer contact data
from SFDC to SAP and Magento etc.) Leveraged Salesforce Bulk V2 for loading huge data like pricebookenties and Rest API for daily
ad hoc order status updates. Outbound messages were used for alerting CPI in event where order is available for submitting to SAP or
customer is ready to onboard.

Volumes include:
• Pricebook: ~ 60K
• Pricebookentries ~30 Million
• Customer Account: ~35,000
• Products: ~ 1500
 Client Story #2:
Global Medical Devices Company
Integrations Integrating Salesforce Service cloud and Servicemax with the Global Med Device organization’s SAP ECC system. We have stood up both
Real-Time leveraging SAP PI and batch interface using informatica as the middle ware.
• Stood up ~15 integrations for an initial release bringing in SAP Data (including Account, Pricebook, Product, Work Orders, invoices,
Trunk inventory, Assets, orders ) to leverage SAP for Salesforce specific functionality

Supported Salesforce functionality included Quoting, Ordering (for 2 types of orders – both Finished Goods and Equipment) and Customer Creation
Requests. Detailed SF functionality included:
Business • Maintaining Account Master data between Salesforce and SAP
Scenario • Real-time contact to account relationship
• Placing order from Salesforce to SAP
• Daily sync of Products between SAP and salesforce
• Real time integration of assets as its provisioned to customers
• Integrating of workorders for invoicing purposes
• Maintaining the trunk stock inventory for field technicians
• Integration of contracts from Salesforce to SAP

Data & Volumes The integration utilizes both scheduled data transfers (e.g. every 3 hours for updated records from SAP to SFDC for work orders, contracts
etc.) and on demand Real-time integrations (e.g. Customer master data creation from SFDC to SAP, new/updated customer contact data
from SFDC to SAP, assets from SAP to Salesforce.) Using Informatica and an ODS for batch interface (nightly basis ) for creating and
updating products
• Leveraged Salesforce Bulk V2 for loading huge data like pricebookenties and Rest API for daily ad hoc order status updates. Outbound
messages were used for alerting CPI in event where order is available for submitting to SAP or customer is ready to onboard.
• Volumes include:
• Products: ~ 1000
• Pricebook: ~ 80K
• Pricebookentries ~30 Million
• Work orders: < 500 day
 Client Story #3:
Global Medical Devices Company
Integrations Used SAP’s middleware solution, PI/PO to integrate both inbound and outbound transactions between SFDC and SAP.
• Inbound integration (SAP->SFDC) included a Customer Master interface to sync SAP customers to SFDC accounts and Product
Shipment Notices.
• Outbound integrations (SFDC->SAP) included syncing Service Contracts, Work Orders, Product Requests, and Inventory
Transactions from SFDC Field Service Lightning to SAP.

Supported Uses SAP ERP/MRP modules for manage logistics and inventory for Field Service Engineers, as well as invoicing for customers who
have purchased Service Contracts.
Business • The FSEs use SFDC Field Service Lightning to complete Work Orders/Service Appointments, but also request spare parts either
Scenarios from other FSEs inventory or from a Distribution Centers.
• All inventory movements to/from FSEs and Distribution Centers are synced to SAP for cost/revenue recognition. When a product is
requested/ordered from the Distribution Center, once fulfilled SAP sends a shipment notice to SFDC, which ultimately creates a Part
Transfer in SFDC for the FSE to receive parts in the system when the part is physically delivered.
• Service Operation users also use SFDC to sell Service Contracts; where active contracts are synced with SAP for invoicing.

Data & Volumes These integrations where not mission critical and did not have to be real time, so they are batched scheduled to run once per hour.
• Ongoing daily volumes are not very high, maybe a total of 1000 records per day max, including both inbound and outbound.
Originally PI/PO was going to handle querying data out of SFDC and push to SAP, but because of limitations in PI/PO,
• SFDC leverages a WSDL provided by PI/PO to send an HTTP Request which syncs data to SAP, also known as a point to point
integration. Mulesoft was suggested as the better solution, however the business did not want to invest in the technology at that
time.
 Client Story #4:
Home & lifestyles products and services
Integrations Salesforce Service Cloud Integration with SAP CRM
• Interim Integration until Sunsetting of SAP CRM) and with SAP ECC
• Accounts, Orders and Invoicing/Billing.

Leveraged MuleSoft and SAP Connectors (REST, BULK API) to update:

• B2C Accounts, Update Product Stocks, create Orders in SAP from SF, Notify of Shipments Timelines, and B2B Invoicing from
Salesforce Work Orders Line Items.
• MuleSoft SAP Connectors where used for speed to market and ease of implementations.
• On one particular scenario, SOAP XML Mechanism was used.

Supported Our Customer will benefit from this integration to allow real time order creations and provide better visibility to Support Agents about
stock levels for a particular parts.
Business • Agents previously had to navigate 3 to 4 systems/screens to check for Inventory/Shipping time and this integration will allow them
Scenarios visibility in one single Pop-Up/Modal inside of the SF Service Cloud Console to increase Support KPI’s such as First Touch
Resolution, Average Case Age, Average Handle Time (AHT) among others,
• Improved auxiliary processes such as training and agent ramp up time/onboarding (less systems/screens to navigate)

Data & Volumes Average:

• Accounts CRUD: 120-200 Daily transactions.
• Order CRUD: 80-150 Daily
• Part Inventory/Stock: 200-300 Requests daily
• Invoicing: 50 Weekly
APPENDIX
SALESFORCE INTEGRATION TOOLS & USAGES

MuleSoft / Middleware Salesforce Connect Heroku Connect

Connect Across Any System Salesforce to Virtual Data Salesforce Orgs to Postgres

Salesforce Event
Bus

API

Platform Events Customer 360 Salesforce APIs

Event-Driven Integration Common B2C Data Model Salesforce to API Endpoint
 SALESFORCE INTEGRATION PATTERNS
Synchronous
User interface Layer Request / Reply

Process / Logic Asynchronous

Layer Post
Salesforce supports integrations across all layers - Data, UI, Logic
Data Layer HTTPS Long Poll

Salesforce

Event
Salesforce Object External Object APEX Code / Process Builder / Workflows Lightning Framework

SOQL (select, insert, update) & SOSL (search) WebService

/ApexRest Method
Console & Lightning
LWC
Data API Platform Salesforce Callout Outbound Platform Canvas API Out (Custom
Bulk API
(SOAP & Events Connect (SOAP & Message Events (iFrame & (HTML5 JavaScript)
(REST)
REST) (SOAP & REST) (OData & APEX) REST) (SOAP) (SOAP & REST) Javascript) Embed)

1 2 3 4 5 6 7 8 9 10

API Mgmt / API Mgmt / VPN /

Proxy Proxy Proxy
Firewall
Inbound API &
Bulk and Platform Event
Platform Event
Data API Bulk API & OData Callout Concurrent Publishing and
can be used Inbound API Publishing and 24 Hour Retries Inbound API None None
Inbound API Limit Calls Limit Subscribing
for Query to Subscribing
support
Limit Limit
outbound
integrations

Subscription Endpoint Endpoint API Subscription UI Embed UI iFrame Endpoint

(CometD Bayeux) (OData + REST) (SOAP + REST) Spec/Endpoint (CometD Bayeux)

Batch / ETL
Middleware / Application / Mobile

** Integration pattern numbers are to be used to indicate each Object specific integration details
INTEGRATION STRATEGIES
Middleware
Type Comments
Options
• Used when data mastered in one system and is only consumed in another
View • Updates are typically real-time or near real-time
(Operational) LWC/Canvas

• Data resides in the Data Lake and view is created using a visualization tool and embedded
View into the target system
(Reporting) • Updates may have some latency

• Used when data is mastered in one system and is necessary to complete a transaction in
another and updates need to be rapidly replicated across all environments
Real-Time • Real-time integrations include messaging (e.g. NOIs) and request/response (e.g. Tracking
API) patterns
• MuleSoft licenses have not been procured
• Used when data is mastered in one system and is necessary to complete a transaction in
another but updates are not needed in real time
Batch
• FedEx has already procured Jitterbit and is using it for iSell
KEY CONTACTS
BOOPATHI
SABANAYAKAM
NA SALESFORCE TECHNOLOGY LEAD – CHEMICALS &
NATURAL RESOURCES

MUSHTAQ GAFFAR
NA SALESFORCE LEAD – RESOURCES

31