PUBLIC

SAP Cloud for Customer

Document Version: CLOUD – 2023-01-11

Solution Guide for SAP Sales Cloud

© 2022 SAP SE or an SAP affiliate company. All rights reserved.

THE BEST RUN  

Content

1 Solution Guide for SAP Sales Cloud. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

2 Common Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
2.1 Navigation Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22
2.2 Recent History. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
2.3 Quick View. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
2.4 Library. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29
2.5 Attachment Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35
Request Bulk Attachment Downloads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Search Attachments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Use Attachment Search for Custom Objects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37
2.6 Attachment Size. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39
2.7 Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Manage List in Work Center View. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Manage List in Object Detail View. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
2.8 Flags, Tags, and Favorites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Work With Flags and Favorites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .50
Work With Tags. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
2.9 Feed. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Work With Feed. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Feed FAQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
2.10 Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62
Basic Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Enterprise Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Advanced Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
2.11 Notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71
2.12 Map. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Scope and Configure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Work with Maps. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
2.13 Support and Help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Incident Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Scope and Configure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Tasks in Incident Processing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
2.14 Side Pane. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
2.15 Personalization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .93
Personalize your SAP Fiori Client. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .94
2.16 Calendar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Solution Guide for SAP Sales Cloud

2 PUBLIC Content
 Scope and Configure Calendar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Use the Calendar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Use the Team Calendar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Display Workweek and Start Day on Calendar Based on Locale. . . . . . . . . . . . . . . . . . . . . . . . . 106
Personalize Visible Activity Types on Calendar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Personalize Calendar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
2.17 Home Page. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Scope and Configure the Home Page. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Work with Card Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Personalize Your Home Page. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
2.18 User Profile Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
2.19 Document Flow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
2.20 Keyboard Shortcuts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
2.21 Workflows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
2.22 Approvals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
2.23 Customer Onboarding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

3 Accounts and Individual Customers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158

3.1 Scope and Configure Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
3.2 Maintain Account Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
Customer Roles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Party Roles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Relationships Between Accounts and Buying Center Relationships. . . . . . . . . . . . . . . . . . . . . . 188
Buying Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Account Teams. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Account Hierarchy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
ABC Classification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Account Blocks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Payment Terms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Tax Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .198
Target Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Identifiers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Competitor and Competitor Product. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
3.3 Account Duplicate Check. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Identifiers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Configure Duplicate Check to Include Obsolete Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Calculate and Identify Duplicates Using Custom Logic. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .206
3.4 Customer Merge. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Enable Customer Merge. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
Custom Extensions to Customer Merge Using BAdI. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216

Solution Guide for SAP Sales Cloud

Content PUBLIC 3
3.5 Maintain Address and Use Maps and Geo-Tracking. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
International Address Versions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Map View for Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
Address Validation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
Address Type Ahead Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
3.6 Organization and Territory Assignments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
Account Sales Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
Territories for Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
3.7 Search Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
3.8 Embed Direct Links to Object Instances of Customers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
3.9 SAP ERP Customer Cockpit. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
3.10 Account 360 Overview of Customer in SAP S/4HANA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
3.11 Social Media Profiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
3.12 Prepackaged Integration with SAP MDG. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
3.13 Integration with LinkedIn Sales Navigator to Access Relationships and Key Contacts. . . . . . . . . . . .235
3.14 Accounts Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
3.15 Accounts FAQs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245

4 Leads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
4.1 Scope and Configure Leads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
4.2 Create Leads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
Create Lead from Groupware Add-In. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
Import Leads from Microsoft Excel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Use Business Card Scanner. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
Check for Lead Duplicates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Assign Leads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
4.3 Nurture Leads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .272
Lead Statuses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Qualify Leads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
Add Involved Parties to Leads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
Add Qualification Activities to Leads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
Associate Leads with Registered Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
Score Leads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
Work with Deal Finder. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
Work with LinkedIn Sales Navigator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
4.4 Convert Leads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
4.5 Leads Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
4.6 Leads FAQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300

5 Opportunities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
5.1 Scope and Configure Opportunities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304
5.2 Manage Opportunities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 340

Solution Guide for SAP Sales Cloud

4 PUBLIC Content
 Create Opportunities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 341
Add Products to Opportunities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343
Check for Opportuniy Duplicates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 345
Internal Pricing for Opportunities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346
Add Involved Parties to Opportunities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 347
Opportunity Statuses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352
Sales Cycles and Phases. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .355
View Activities in Timeline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357
Work with Activity Advisor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 358
Associate Opportunities with Registered Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359
5.3 Collaborate on Opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 362
Work with SAP Jam. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 362
Work with Influencer Map. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363
Work with LinkedIn Sales Navigator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 364
5.4 Work with Buying Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 365
Import Buying Center Relationships from Accounts or Contacts. . . . . . . . . . . . . . . . . . . . . . . .366
Maintain Buying Center Relationships in Opportunities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 368
5.5 Evaluate Opportunities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369
Add Surveys and Activities to Opportunities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369
Opportunity Intelligence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 372
Assess Competitors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 372
5.6 Plan Opportunity Revenue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 373
Split Revenue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .374
Schedule Revenue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 375
Simulate Opportunity Pipeline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .379
(Deprecated) Work with SAP Intelligent Sales Execution (Datahug) in Opportunities. . . . . . . . . 380
5.7 Opportunity Approval Process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383
Submit Opportunities for Approval. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383
Restart Approval Process for Approved Opportunities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384
Approve Opportunities via E-Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .386
5.8 Close Opportunities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 390
5.9 Opportunities Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .390
Available Fields in Opportunity Quick Create Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 390
Available Fields in Opportunity Detail View Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 392
Available Actions in Opportunities Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 397
5.10 Opportunities FAQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398

6 Sales Contract. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 401

6.1 Scope and Configure Sales Contract. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 401
Configure Document Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 401
Define Contract Document Types for SAP ERP Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . .402
Define Contract Item Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 403

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Content PUBLIC 5
 Configure Sales Area Defaulting for Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 404
Configure Item Type Determination Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 404
Configure Involved Parties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 404
Configure Customer from Ship-To Party Role Determination. . . . . . . . . . . . . . . . . . . . . . . . . . 404
Configure Number Ranges for Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 405
Configure Contract Usage Restrictions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 405
Configure Message Severity for Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 405
Configure Release Authorized Parties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 405
Define Custom Attachment Types for Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 406
Configure Contract Creation in Full Create Mode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 406
Configure Contract Payment Terms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .406
Modify Contract Types Using the Data Workbench. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 406
Configure Excel Export Restriction for Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 407
Remove Personal Data in Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 407
Configure Blocking Reasons for Sales Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .408
6.2 Create Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 408
Create a Contract. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 408
Create a Contract from a Template. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 411
Add Contract Items from a Template. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 411
Create Contracts from Accounts and Individual Customers. . . . . . . . . . . . . . . . . . . . . . . . . . . .411
Create a Contract from an Opportunity. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .412
Create a Related Contract. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 412
Block Creation of Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .413
Assign Territories to Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .413
6.3 Maintain Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 415
Maintain Involved Parties for Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 415
Modify Contract Types Using the Data Workbench. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 417
Copy and Paste Product Mass Entries in Sales Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 418
Contract Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .418
Manage Access Restriction for Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 418
Use Contract Queries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 419
Manage Territory in Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .420
Use Incoterms in Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 420
Maintain Notes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 420
6.4 Contract Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 421
SAP ECC Inbound Replication for Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 421
Define Contract Document Types for SAP ERP Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . 421
6.5 Contracts Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 423
Use Offline Contract Deviation Sync Transfer Details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 423
6.6 Contract Pricing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 424
Request External Pricing from SAP ERP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 424

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6 PUBLIC Content
 Check Output Pricing to View All Price Components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 425
6.7 Contract Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 425
Create a Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 425
Restrict Excel Export for Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 426
6.8 Sales Contract Determination and Assignment in Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 426
6.9 Contracts and Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427
Display a Ticket from a Sales Contract. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427
Sales Contract Determination in Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .427
Choose Item Processing Codes for Quantity Sales Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . 427
6.10 Contract FAQs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 428
Can I use custom fields in a contract?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 428
How do I search for expiring contracts?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 428
What checks are made during contract activation?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 429
Can users display SAP ECC status for contracts?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 429

7 Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 430

7.1 Scope and Configure Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 431
7.2 Create Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 454
Create a Sales Quote. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 454
Create Sales Quotes from Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 458
Create and Assign New Primary Contacts in Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 459
Create Sales Quotes from a Contact Person. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 459
Create Follow-Up Sales Contract from Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 459
Search for Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 459
Modify Sales Contract Types Using the Data Workbench. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 460
Create Follow-Up Sales Contract from a Sales Quote. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .460
Create Follow-up Orders from Cloud for Customer to SAP ERP Bi-directional Integrated
Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 461
7.3 Maintain Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 461
Add Products to a Sales Quote. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 462
Copy Line Item. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 463
Set a Minimum Item Order Quantity. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 464
Minimum Order Quantity Error Message. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 464
Use Item Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 464
Calculate Quantity. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 467
Display Net and Gross Weight, Total Volume in Sales Quote Header. . . . . . . . . . . . . . . . . . . . . 467
Add Quick Products from Product Lists to Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 468
View Stock Information for Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 469
Use Cross, Up, and Down Selling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 469
Add a Sales Quote Customer Part Number. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 471
Structure and Renumber Sales Quote Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .471
Assign Opportunities to Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 471

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 Assign Opportunities to External Read-only Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 472
External Product ID Added to Cross/Up/Down Selling for Quotes. . . . . . . . . . . . . . . . . . . . . . . 473
Work with Sales Quote Involved Parties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 473
Copy and Paste Product Mass Entries in Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 475
Disable Sales Quote Copy and Paste Function. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 476
Remove Personal Data in Sales Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .476
7.4 Process Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 476
Activities in Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 477
Sales Quote Languages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 483
Sales Quote Approval Process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .484
7.5 Define Workflow Rule to Update Opportunity Custom Statuses. . . . . . . . . . . . . . . . . . . . . . . . . . . 489
Modify Warning Message Regarding Multiple Sales Areas. . . . . . . . . . . . . . . . . . . . . . . . . . . . 490
7.6 Complete Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 490
Signatures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .491
Sending a Sales Quote to Customer Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .491
Create a Follow-up Sales Quote. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 492
Sales Quote Preview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .492
Add Attachments to Completed Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 493
Sales Quote Document Flow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 493
Create Multiple Sales Orders from One Sales Quote. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 494
Sales Quote Output Form. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 494
Cancel a Sales Quote. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 496
Enable Quote Output Submission with Bi-Directional SAP ERP Integration. . . . . . . . . . . . . . . . 498
7.7 Sales Quote Pricing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .498
Internal Pricing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500
Dynamic Labeling of Price Elements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 502
Modify Internal Pricing for Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .502
Add New Product Price Elements for Quotes and Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 503
Calculate Quantity. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 503
Check Credit Limit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 504
Request External Pricing with SAP ERP, SAP CRM, SAP S/4HANA. . . . . . . . . . . . . . . . . . . . . . 504
Check Output Pricing to View All Price Components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 506
Available to Promise (ATP) Check. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 506
Use Free Goods Determination. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 507
Bill of Material Explosion. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .507
Modify Prices for Sub-Items of a Bill-of-Material. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 507
Product Substitution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 508
7.8 Sales Quote and CLM Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 509
7.9 Sales Quotes Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 510
7.10 Maintain Sales Quotes Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 511
7.11 Sales Quotes FAQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 511

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 How do I version a quote?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 511
How are dates used in sales quotes?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 512
Which currency gets defaulted for a sales quote?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 512
How can I default the output settings?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 512
How do you replicate sales quotes to SAP ERP?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 512

8 Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 514

8.1 Scope and Configure Sales Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 515
8.2 Create Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 522
Maintain Sales Order Document Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .523
Sales Order Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 524
Add Products to a Sales Order. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .524
Block Sales Orders Based on Account Blocks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 534
Determine Involved Parties for Sales Order Header and Item Level. . . . . . . . . . . . . . . . . . . . . . 535
Other Actions Supported in Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 537
Cross, Up, and Down Selling in Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 542
Use Internal Pricing for Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 543
Plant Based Ordering. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 544
Create Multiple Sales Orders from One Sales Quote. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 545
Create Sales Order in Detail View. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .545
Create Sales Orders and Sales Quotes as Follow-Up Documents. . . . . . . . . . . . . . . . . . . . . . . .545
8.3 Flexible Offline Pricing for Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 546
8.4 Complete Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 550
Add Two Signatures to Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 551
Configure Workflows to Send E-Mail Notifications to Individual Customers. . . . . . . . . . . . . . . . 552
Use Workflows to Submit Orders for Approval. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .552
Define Approval Processes for Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 552
Create a Sales Order Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 558
View Consistency Status for Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 559
Complete Internal Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .559
View Document Flow in Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 559
Track Order With Involved Party Contact Using Live Activity . . . . . . . . . . . . . . . . . . . . . . . . . . 560
Use Click-to-Call in Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 560
8.5 Integrate Sales Orders with SAP ERP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .561
Work with External Pricing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 562
Simulate Sales Orders in SAP ERP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 562
Finalize Sales Orders in SAP ERP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .566
Order Replication - Restrict Changes to SAP Cloud for Customer . . . . . . . . . . . . . . . . . . . . . . . 567
Replication of Orders for Prospects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 567
Use 'Finish' to Collectively Trigger Simulate and Transfer Actions. . . . . . . . . . . . . . . . . . . . . . . 568
8.6 Sales Order Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 568
Data Sources for Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .568

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8.7 Sales Orders Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 569
Configure Custom Party Determination for Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .582
Configure Product Lists Based on Categories for Offline Use. . . . . . . . . . . . . . . . . . . . . . . . . . 582
Copy Orders Offline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 583
Configure Custom Keyboard for Order Taking in Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 583
Simulate Sales Orders Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 583
8.8 Sales Orders FAQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 584

9 Involved Parties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 587

9.1 Scope and Configure Involved Parties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 587
9.2 Determine Involved Parties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .591
Define Involved Party Roles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 591
9.3 Predelivered Combinations of Involved Parties and Business Partners. . . . . . . . . . . . . . . . . . . . . . 593
9.4 Add Involved Parties Roles to Relevant Business Objects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 596
9.5 Merge Accounts Without Party Determination. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 597
9.6 Involved Parties FAQs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 597

10 Activities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 600
10.1 Scope and Configure Activities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 600
10.2 Appointments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 609
Set Out-of-Office Indicator for Appointments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 610
Display Private Appointments with a Lock Icon. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 611
Generate and Send Activity Summaries Using Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 611
Format Notes Text in Appointments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 613
10.3 E-Mails. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 614
Create Default E-Mail Signatures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 614
Create E-Mail Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 615
Send E-Mail Delivery Receipts Using Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 617
View E-Mails with Original Formatting and Structure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 618
Report on Unassociated E-Mails. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 619
10.4 Phone Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 619
Add Surveys or Tasks to Phone Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 620
Generate and Send Activity Summaries Using Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 622
Report on Phone Call Surveys or Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 623
10.5 Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .626
Mass Update Task Processor and Owner from the List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 627
Create a Task for Multiple Employees. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .629
Create Calendar Relevant Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 629
10.6 Activity Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 630
Create Activity Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 630
Add Activities to Activity Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 631
10.7 Activities Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 631

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10.8 Activities FAQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 638

11 Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 640
11.1 Scope and Configure Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .641
11.2 Prepare for Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 650
Create or View Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .651
Maintain Visit Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .654
Add Surveys or Tasks to Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 657
11.3 Complete Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 659
Check In to Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .660
Complete Tasks and Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 663
View Interaction Timeline During Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 663
Check Planogram Compliance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 664
Check Promotions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 664
Record Contacts at Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 665
Check Out of Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 666
11.4 After Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 667
Create Follow-Up Items for Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 667
Generate Visit Summaries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 668
Share Visit Summaries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .668
11.5 Visits Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 669
11.6 Visits FAQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .673

12 Routes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 676
12.1 Scope and Configure Routes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 677
12.2 Plan Visits Using Routes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 678
Create Routes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 679
Define Route Details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 681
Add Accounts to Routes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 683
Add Involved Parties and Attachments to Routes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 688
Verify Routes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .688
Activate Routes and Generate Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .691
12.3 Create Routes from Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 692
Create Route Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 692
Define Details for Route Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 693
Add Accounts to Route Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 696
Add Involved Parties and Attachments to Route Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . 699
Activate Route Templates and Generate Routes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 699
Schedule Route Generation from Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 700
12.4 Routes Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 701
12.5 Routes FAQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .701

13 (Deprecated) Imaging Intelligence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 703

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13.1 Scope and Configure Imaging Intelligence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 703
13.2 Use Imaging Intelligence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 705

14 Activity Planning and Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 708

14.1 Scope and Configure Activity Planning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 708
14.2 Create Activity Plans. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 709
14.3 Create Routing Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 713
14.4 FAQ for Activity Planning and Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 716

15 Perfect Store. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 717

15.1 Scope and Configure Perfect Store. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 717
15.2 Build Engagement Maps. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 720
Create Engagement Maps. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .720
Copy Engagement Maps. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 724
Create Versions of Engagement Maps. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 725
Set Engagement Maps to Obsolete. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 726
15.3 Define Points of Engagement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 726
Create Reusable Points of Engagement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 726
Copy Reusable Points of Engagement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 728
Set Points of Engagement to Obsolete. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 729
15.4 Set Up Simple Key Performance Indicators (KPIs). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 729
Create Simple Calculation KPIs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 730
Create Simple Comparison KPIs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 731
15.5 Set Up Advanced Key Performance Indicators (KPIs). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 733
Create Advanced KPIs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 734
Define Focus Products in Advanced KPIs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 736
Constants in Advanced KPIs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 737
Operators in Advanced KPIs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 738
Functions in Advanced KPIs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 738
15.6 Measure Store Performance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 740
KPI-Based Store Scoring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 740
Survey-Based Store Scoring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 743
15.7 Complete Perfect Store Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .744
Add Objectives to Perfect Store Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 746
Add Activity Plans to Perfect Store Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 748
Create Follow-Up Sales Orders from Perfect Store Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . .749
15.8 Perfect Store Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 750
15.9 Perfect Store Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .751
15.10 BAdI: Dynamic Custom Determination and Classification of Products. . . . . . . . . . . . . . . . . . . . . . 752
15.11 Perfect Store FAQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 753

16 Sales Acceleration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 756

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16.1 Scope and Configure Sales Acceleration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 756
16.2 Call Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .761
Create Call Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .762
Copy Call Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 768
Use Call Scripts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 768
Check Call State. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 769
Capture Call Outcomes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .770
Create Follow-Up Order From Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .773
Monitor Call Progress. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 773
Call List Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 775

17 Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 777
17.1 Scope and Configure Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 777
17.2 Survey Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 780
General (Checklist) Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 781
Product Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 782
Competitor Product Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 782
Registered Product Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 783
Competitor Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 784
Create Satisfaction Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 785
Survey Categories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 786
17.3 Design Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 786
Survey Statuses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 788
Survey Questions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .789
Survey Question Bank. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 795
Copy Previous Answers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 795
Matrix View for Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 796
Use Pagination in Matrix Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .796
Add Branching Logic to a Survey Question. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 797
Dynamically Display Answer Options in a Survey Question. . . . . . . . . . . . . . . . . . . . . . . . . . . . 798
Add Products to Product Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 799
Define Product Determination Rules for Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 799
Add Products and Search Products Using Barcode Scanner. . . . . . . . . . . . . . . . . . . . . . . . . . . 801
Disable Addition of Products During Survey Execution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .802
Classify Products in Product Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .802
Restrict Access to Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 802
Assign Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 802
Score Multiple Choice Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 803
Preview Surveys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 807
Create Survey Exceptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 807
Use Reference Questions for Survey Exceptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 808
Set Up Automatic Creation of Follow-Up Tasks in Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . 809

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 Set Up Automatic Creation of Follow-Up Tickets in Registered Product Surveys. . . . . . . . . . . . . 810
Create a Sales Quote or Sales Order as A Follow-Up Item from a Survey. . . . . . . . . . . . . . . . . . .812
Create Surveys in Multiple Languages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 813
Use OData Services for Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 814
Update Marketing Attributes Using a Survey. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 814
Create Satisfaction Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 815
Transfer Surveys Using Transport Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .816
17.4 Complete Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 817
Save, Finish, and Submit Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 817
View Survey Progress. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 818
Check for Survey Exceptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 819
Add Attachments to Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 820
Generate Survey PDF Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 821
Search Related Attachments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .823
Complete Product Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 823
Complete Competitor Product Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 826
View Survey Results for Individual Customers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 827
Create Follow-Up Tasks from Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .827
Add Products to Checklist Surveys During Runtime. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .828
Add Registered Products During Runtime. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .828
17.5 Survey Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 829
Survey Report Data Sources. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 829
Export Survey Results. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 829
Create Target Groups from Survey Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 830

18 Sales Campaigns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 831

18.1 Scope and Configure Sales Campaigns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 831
18.2 Use Target Groups for Sales Campaigns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 838
Create Target Groups for Sales Campaigns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .839
Create Dynamic Target Groups for Sales Campaigns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 843
18.3 Decide Which Sales Campaign Communication Channel to Use. . . . . . . . . . . . . . . . . . . . . . . . . . 844
Add Custom Communication Channels for Sales Campaigns. . . . . . . . . . . . . . . . . . . . . . . . . . 845
18.4 Create Sales Campaigns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 847
Create E-Mail Sales Campaigns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 847
Use E-Mail Templates for Sales Campaigns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 850
Create SMS Sales Campaigns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 855
Create Multistep Sales Campaigns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 856
18.5 Manage Sales Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 858
Assign Employees Responsible for Sales Campaigns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 859
Classify Sales Campaign Responses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 859
Create Approval Processes for Sales Campaigns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 860
Mark Sales Campaigns as Obsolete. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 861

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 Integrate with SAP Marketing for Sales Campaign. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 861
18.6 Monitor and Analyze Sales Campaigns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 864
View Sales Campaign Results. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 865
Use Campaign File Formats for Sales Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 865
18.7 Use Lead Scores for Sales Campaigns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 866
Create Lead Scores for Sales Campaigns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 866
Activate Lead Scores for Sales Campaigns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 867
18.8 Sales Campaigns FAQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 868

19 Promotions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 871
19.1 Scope and Configure Promotions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 871
19.2 Create Promotions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 872
Create Promotions in SAP Cloud for Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .872
SAP CRM TPM Promotion Replication. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 873
19.3 Use Promotions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 874
View Promotions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 875
Apply Promotions in Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 877
Finish Promotions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 878
19.4 Promotion Data Sources and Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 878
19.5 Promotions Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 878
19.6 Promotions FAQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 881

20 Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 884

20.1 Scope and Configure Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 885
20.2 Maintain Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 888
Create a Product List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 889
Use Automatic Product Proposals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 891
Migrate Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 892
Copy Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .892
Use Validity for Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .892
Product List Categories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 892
Define Product List Queries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 893
Use Advanced Search for Product List Fields. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 894
Simultaneously Search and Add Products or Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 894
Implement BAdIs for Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 894
Add External Product IDs to External Systems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 894
Copy and Paste Account and Products Mass Entries in Product Lists. . . . . . . . . . . . . . . . . . . . 895
Mass Update Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 895
Use List View to Select and Remove Products from Product Lists. . . . . . . . . . . . . . . . . . . . . . . 895
20.3 Add Quick Products from Product Lists to Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 896
Use Cross, Up, and Down Selling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 896
20.4 Define Exclusions and Restrictions for Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .898

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 Configure Product Exclusions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 898
Configure Product Restrictions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 898
Configure Product List Determination Based on Requested Delivery Date. . . . . . . . . . . . . . . . . 899
Configure Product List Determination Based on Document Type. . . . . . . . . . . . . . . . . . . . . . . 899
20.5 Use Product Lists Feed. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 899
20.6 Use Product Lists Change History. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 899
20.7 Use Product Lists Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 900

21 Pricing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 901
21.1 Work with Internal Pricing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 902
Internal Pricing in Sales Quotes and Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 902
Quantity and Currency Conversions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 904
21.2 Internal Pricing FAQs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .905
21.3 Work with External Pricing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 910
Tips on Working with External Pricing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .910
Request External Pricing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 911
External Pricing with Free Goods, Product Availability, and Credit Status. . . . . . . . . . . . . . . . . . 912
21.4 External Pricing FAQs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .912
21.5 Flexible Offline Pricing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 913
Prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 914
Scope of Supported Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 914
Restrictions Due to Unsupported Customization Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 915
Known Limitations in Flexible Offline Pricing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 917
Configure Integration of Pricing Master Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 918
Sync Pricing Master Data to Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 929
Support for Currency Conversion in Offline Pricing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 930
Sales Scenario. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 930
Service Scenario. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 933
Extensibility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 933

22 Microsoft Teams Integration in SAP Cloud for Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . 935

22.1 Scope and Configure Microsoft Teams Integration in SAP Cloud for Customer . . . . . . . . . . . . . . . . 935
22.2 Use Microsoft Teams Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 937
Create Appointments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 937
Create Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 942
Share Workspaces. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 943
Create Deal Rooms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 945
Make Outbound Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 946
22.3 Microsoft Teams Integration FAQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 946

23 E-Mail Add-Ins. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 948

23.1 Compare E-Mail Add-In Solutions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 949

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23.2 Premium Features for Groupware Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 950
Premium Features of Server-Side Groupware Integration for Intelligent Sales Add-On Users
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 950
23.3 SAP Cloud for Customer Add-In for Microsoft Outlook. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 953
Requirements for SAP Cloud for Customer Add-In for Microsoft Outlook (Version 4.0 or
Higher). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 954
Scope and Configure SAP Cloud for Customer Add-In for Microsoft Outlook. . . . . . . . . . . . . . . 954
Set Up SAP Cloud for Customer Add-In for Microsoft Outlook. . . . . . . . . . . . . . . . . . . . . . . . . 960
Get Started. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 964
Manage Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 969
Manage E-Mails. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 975
Manage Appointments and Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 979
Manage Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 986
Manage Phone Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 991
For Service Agents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 992
SAP Cloud for Customer Add-In for Microsoft Outlook FAQ. . . . . . . . . . . . . . . . . . . . . . . . . . . 994
23.4 SAP Cloud for Customer, Server-Side Integration for Microsoft Outlook . . . . . . . . . . . . . . . . . . . 1008
Scope and Configure SAP Cloud for Customer, Server-Side Integration for Microsoft Outlook
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1009
Get Started. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1054
Manage E-Mails. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1057
Manage Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1060
Manage Leads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1063
Manage Opportunities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1064
Manage Appointments and Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1064
Manage Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1070
Manage Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1072
FAQ for SAP Cloud for Customer, Server-Side Integration for Microsoft Outlook. . . . . . . . . . . . 1072
23.5 SAP Cloud for Customer, Server-Side Integration for Gmail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1076
Scope and Configure SAP Cloud for Customer, Server-Side Integration for Gmail. . . . . . . . . . . 1076
Set Up SAP Cloud for Customer, Server-Side Integration for Gmail. . . . . . . . . . . . . . . . . . . . . 1103
Get Started. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1108

24 Sales Target Planning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1114

24.1 Scope and Configure Sales Target Planning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1114
24.2 Create Target Plans. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1115
24.3 Copy Target Plans. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1118
24.4 Maintain Target Plans. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1119
Edit Target Plan Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1119
Edit Target Plan Structure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1120
24.5 Activate Target Plans. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1121
24.6 Target Plan Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1122

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25 Sales Forecasting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1123
25.1 Scope and Configure Sales Forecasting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1123
25.2 Create Forecasts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1127
25.3 Manage Forecasts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1131
Maintain Forecast Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1131
Update Forecasts with Latest Opportunity Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1132
25.4 Submit Forecasts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1133
25.5 Revise Forecasts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1133
Request a Revision as Sales Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1134
Revise a Forecast as the Forecast Owner. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1135
25.6 Forecast Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1136
25.7 (Deprecated) Work with SAP Intelligent Sales Execution (Datahug) in Forecasting. . . . . . . . . . . . . 1137
25.8 Sales Forecasting FAQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1139

26 Employees. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1140
26.1 Scope and Configure Employees. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1140
26.2 Employee Sales Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1150
26.3 Edit or Delimit Employees. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1152
26.4 External ID Visible in Employee Details View. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1152
26.5 Maintain Employee Job Definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1153
26.6 Create Employee Delegates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1155
Configure Workflows to Send E-Mail Notifications to Active Delegates. . . . . . . . . . . . . . . . . . . 1157
26.7 Employee Work Distribution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1157

27 Competitors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1160
27.1 Scope and Configure Competitors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1160
27.2 Competitor Product Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1163
27.3 Competitor Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1164

28 Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1165
28.1 Scope and Configure Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1166
28.2 Customer Merge. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1177
Rules for Transaction Reassignment During Merge. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1178
Merge Criteria for Tab Screens. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1179
Status Management in Account Merge. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1184
Map Obsolete Records to Primary Record For More Insights. . . . . . . . . . . . . . . . . . . . . . . . . . 1185
View Result Log. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1185
28.3 Contact Team. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1185
28.4 Maintain International Address Versions for Contact-Account Relationships. . . . . . . . . . . . . . . . . 1186
28.5 Contact Relationships and Buying Center Relationships. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1187
28.6 Buying Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1188
28.7 Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1189

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28.8 Social Media Profiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1192
28.9 Integration with LinkedIn Sales Navigator to Access Relationships and Key Contacts. . . . . . . . . . . 1193

29 Partner Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1195

29.1 Scope and Configure Partner Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1196
29.2 Partner Channel Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1200
Deal Registration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1201
Collaborate using SAP JAM. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1205
29.3 (Deprecated) Partner Portal for Partner Channel Management. . . . . . . . . . . . . . . . . . . . . . . . . . 1205
Partner Portal Integration Landscape. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1206
Partner Registration and Onboarding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1207
Set Up Your Partner Portal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1207

30 Collections. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1214
30.1 Scope and Configure Collections. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1214
30.2 Payments and Invoices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1217
Enable Replication of Payments and Invoices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1218
Replicate Payments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1218
Replicate Invoices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1218
30.3 Collections Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1219

31 Archiving. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1220
31.1 Scope and Configure Archiving. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1220

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Content PUBLIC 19
1 Solution Guide for SAP Sales Cloud

Sales people need a robust set of capabilities to engage in meaningful customer conversations and deliver
the right impact every time. Going beyond the traditional approach, SAP Sales Cloud provides delightful user
experience and equips your sales team to close more deals faster in today's complex selling environment.

This guide helps you accomplish your daily tasks by providing information about setting up and using the
capabilities in SAP Sales Cloud.

For new business in business-to-business (B2B) selling, the solution enables you to capture Leads [page 247]
and qualify and convert them into Opportunities [page 303]. These opportunities can be further nurtured and
evaluated with comprehensive customer information, phase-relevant activities, and competitive data until they
are ready to go into the quotation process. Once Sales Quotes [page 430] are accepted, you can create Sales
Orders [page 514] that can be further processed in the back office. In the meantime, sales representatives can
forecast their potential deals and compare against their quotas at an ongoing basis using Sales Forecasting
[page 1123].

For field sales and trade scenarios, the solution allows you to plan Visits [page 640] and Activities [page 600].
During the visits, sales representatives are empowered with 360-degree view of customer information, tasks
and Surveys [page 777] that need to be performed, and Promotions [page 871] relevant for the visits. Sales
representatives can also take orders on the field and leverage (Deprecated) Imaging Intelligence [page 703]
for planogram compliance. This can be executed both online and offline. For in-store visits, you can create
engagement maps and your own KPIs to evaluate business metrics per store using the Perfect Store [page
717].

For more information about initial setup of your system, setting up the solution on mobile devices, integrating
analytics, and customizing the solution to your needs, see the appropriate guide on the SAP Cloud for
Customer page on the SAP Help Portal.

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20 PUBLIC Solution Guide for SAP Sales Cloud
2 Common Tasks

Learn how the common tasks such as search, navigation menu, feeds, calendar, side pane, dashboard, and so
on, work in the solution.

Knowing how to navigate around the solution with the visible elements that you see and interact with is critical
in managing your data in the solution.

Navigation Menu [page 22]

A navigation menu provides easy access to the core functionalities and makes browsing easier by
providing a main menu of options.

Recent History [page 24]

Learn to quickly access your recently opened objects with recent history.

Quick View [page 24]

Quick view displays a concise overview of an object, providing a way to get information quickly without
needing to navigate away from the current screen.

Library [page 29]

Use the library to organize documents using folders. You can set authorizations for folders and
documents and share deep links when referring content.

Attachment Search [page 35]

View and download attachments that have been uploaded to your system.

Attachment Size [page 39]

Lists the limits of attachment file sizes in SAP Cloud for Customer.

Lists [page 39]

Learn how to work with different lists in the solution.

Flags, Tags, and Favorites [page 49]

Learn to work with flags and favorites and use them to keep important items handy.

Feed [page 55]

Learn about using the feed that allows you to quickly communicate and collaborate with your network.

Search [page 62]

Learn about the various search functions in the solution.

Notification [page 71]

Notifications are a way to let you know that something new has happened so you don't miss anything
that might be worth your attention.

Map [page 71]

Learn how to use the map feature based on Google maps or alternatively AutoNavi maps, that provides
data with an interactive map in different objects.

Support and Help [page 76]

Learn about creating incidents to report issues encountered in the solution.

Side Pane [page 92]

The side pane appears on the right side of the main content.

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 Personalization [page 93]
Learn how to personalize the solution settings to suit your needs.

Calendar [page 102]

You can create new appointments, visits, and phone calls in the calendar. You can also quickly locate
and filter information by work week, day, week, month, and agenda and also by type and by status.

Home Page [page 110]

See relevant information and activities, and plan your day with the home page. And get a high-level
visual overview of your sales data.

User Profile Menu [page 146]

The user profile menu provides the user with access to the user profile, settings, help, and additional
settings for account features.

Document Flow [page 149]

The document flow tracks an object from where it originates to a quote and order. It gives you a
pictorial view of the journey.

Keyboard Shortcuts [page 150]

View the list of all keyboard shortcuts in the solution to complete some tasks quickly.

Workflows [page 151]

Learn how you can use workflows to support your business processes.

Approvals [page 153]

Learn how approvals work in the solution.

Customer Onboarding [page 155]

We’re introducing an easy, step-by-step simulation flow to improve the new user’s experience and
ensure their success with the solution.

2.1 Navigation Menu

A navigation menu provides easy access to the core functionalities and makes browsing easier by providing a
main menu of options.

By default, the navigation menu has a hierarchical structure with a main level and a sublevel. You can view the
navigation menu in a flat design and see all the objects at the same level. With flat design, you can navigate
quickly and easily. Please ask your administrator to enable the flat design.

2.1.1  Flat Design Navigation Menu

A flat design navigation menu shows all objects at the same level.

You avoid additional clicks and can quickly find and navigate to the desired object. For example, for a sales user,
all the objects such as leads, opportunities, and so on, show up at the same level in the navigation menu.

 Restriction

A semi collapsed view of the navigation menu is available only on tablets.

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Your administrator can enable flat navigation menu by selecting the checkbox Enable Flat List Navigation Menu
in Fiori Client in the Company Settings screen. Once turned on, the setting affects all users.

 Note

Some work center views like Target Group are assigned to multiple work centers and hence might appear
twice. Please check the work center view assigned to the business role.

2.1.2  Semi-Collapsed Navigation Menu on Desktop in Fiori

Client

Under flat navigation, your administrator can also enable semi-collapsed navigation on desktop.

With semi-collapsed navigation, you can quickly launch object lists without opening or closing the navigation
menu.

 Note

Semi-Collapsed navigation for Tablets is already supported.

Semi-collapsed navigation for desktop is enabled by going to Adapt Company Settings and selecting the
checkbox Enable Semi-Collapsed Navigation Menu on Desktop in Fiori Client. Ensure that hide navigation menu
setting isn’t selected and flat navigation is enabled.

2.1.3  New Navigation Menu

The new navigation menu is the only menu option available in the solution. The old navigation menu has been
retired.

The new navigation menu is available in the semicollapsed mode upon sign-in. The new navigation menu
provides consistent user experience across all SAP C/4HANA products.

The new navigation menu provides following modes:

• Flat navigation menu in contrast to hierarchy navigation menu.

• Semicollapsed navigation menu in contrast to expanded navigation menu.

The administrator can enable the feature from the user profile menu under Settings Company Settings ,
by turning on the toggle button for the company setting. Enable Semi-Collapsed Navigation menu upon Sign-in.

The administrator can also turn on the company setting Enable Flat List Navigation Menu. Flat Navigation
is useful for business users who don’t have too many work centers or views assigned to them. Disabling
this company setting turns on hierarchical navigation menu. Hierarchical navigation is recommended for
administrators who have many work centers assigned.

Automation IDs Supported in Tab Navigation Bar

The new tab navigation bar supports automation IDs. Automation ID is used to locate an element and uniquely
identifies an element or tab from the other tabs. Automation ID is useful when you want to find a specific user

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interface element among other elements. For example, it’s useful when you want to find a specific item in a
collection.

 Caution

Any automation scripts that follow the click to navigate action, must be adjusted.

2.2 Recent History

Learn to quickly access your recently opened objects with recent history.

Get a more streamlined experience in finding and retrieving recently accessed objects in the different work
centers with the Recent History tab in the navigation menu. Recent history records all the recent objects
opened by you and displays it in a single list for quick access. Recent history tracks all the standard and custom
objects, and objects opened in offline mode. You can choose to see all objects or filter by specific object.

 Note

• Recent history displays up to 20 interactions for each object type.

• Recent history list is not synchronized across devices. For example, the recent history list that you
access in your tablet is different from the recent history list on your desktop.
• Recent history objects list is available in offline too. However, if the object is not synchronized for offline
access, then you get an exception error if you open it. For example, a ticket in the recent history list,
that is not synchronized for offline access, gives an exception error when you try to open it in offline.
• Recent history is stored in the local storage. To delete it, please refer to your specific browser about
how to clear the local storage. In case the app is used, uninstalling the app removes all items stored in
the recent history.

2.3 Quick View

Quick view displays a concise overview of an object, providing a way to get information quickly without needing
to navigate away from the current screen.

Quick View

You can see the quick view by hovering over the hyperlink associated with an object. The quick view is available
as default in the application. If you don’t like it, you can ask your administrator to disable it under company
settings.

The quick view shows the object name and icon, the name of the work center, and the object ID. Actions like,
Favorite, Flag, Follow, and Close are available. You can see the overview details for the object. You also see the

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tags belonging to the object. You can add tags and view more tags by clicking on the link. All information on the
quick view display is from the information associated with the object itself. If any information/details change,
the quick view display also reflects the change.

New Quick View (Desktop only)

You have a new quick view available for objects in Fiori client. In the earlier quick view, you could access the
quick view by hovering over the object. You could see the important details and related information without
navigating away. Or, quickly switch to a new item from the quick view. The new quick view is available only when
enabled by the administrator. When enabled, you can launch the quick view on the side, by clicking the object
instead of hovering over the object.

In the new quick view, you can see important details about the object, edit any specific field, or perform
object-level actions, without navigating to the detail view. Inline edit is also supported on browsers in desktops
and laptops.

The key benefit is improved user experience by reducing the number of clicks and time required to open
object detail for quick changes. Your administrator can enable the new quick view under Settings Company
Settings , by turning on the toggle button for the company setting Enable New Quick View in Fiori Client.

• You can see the new quick view on the right when you click an object.
• Action toolbar includes object type, actions, open detail view action, and close action.

 Note

• The new quick view level actions are grouped under Actions. And, once the main action is defined,
then Actions word gets replaced with “…” and main action is available separately outside the
dropdown. Rest of the actions are available under “….”.
• Please keep the following things in mind when you try to either hide or move primary title using
KUT-
• Don't hide the primary title as the open object detail icon is linked to it. If you hide the primary
title, the open object detail icon is also hidden.
• If the primary title is moved, another field must be assigned as the primary title. The new field
assigned should always be a link.
• The navigation from the primary title link and object detail icon opens on the same landing
page. For example, if owner is the primary field link and you click on it, it navigates to the
employee details page. And, the show object detail icon also leads to the employee details
page.

• The header consists of a primary title (navigational link), which when clicked opens the object detail view.
You see up to 3 primary field and up to 2 secondary field.
• The New quick view is restricted to show seven tabs on the user interface. SAP or the administrator
configures the first seven tabs that show up in the new quick view.
• The Actions button is not visible if all the actions within the action menu are hidden.
• New quick view header doesn't show favicons in the header.
• You can see images for business partners in the new quick view header. If an image is not available for
individuals (contact, employee, individual accounts), you see initials. If an image is no available for the
organization, you see an object icon.

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• In the notes tab, you see the initials, name of the person who wrote the note, time when the note was
written. Depending on the authorization, you can see the actions icon.

 Note

The note history visualization in the notes tab is different from the note history visualization in object
detail view.

• The section area for each tab is used to show object information, or lists, or notes. Lists are shown only in
predelivered chunk view format and don’t support tabular visualization.

There are two different visualization patterns available for the new quick view:

• Pattern 1- In pattern 1 visualization,

1. There’s a primary title (navigable link) and up to three primary fields (depending on the configuration).
2. Up to two secondary fields (depending on the configuration)
3. A numeric value on the right. In the screenshot below, it’s the deal score 85

• Pattern 2 - In pattern 2 visualization,

1. There’s a primary title (navigable link) and up to two primary fields (depending on the configuration).
2. Up to two secondary fields (depending on the configuration)
3. An additional text on the right. In the screenshot below, it’s the status text Open

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  Note

• New quick view is available in many objects. However, for objects where it’s currently not enabled, the
old quick view is available.
• When the new quick view is enabled, then the old quick view isn’t available for custom objects. And,
clicking on a custom object opens the object detail screen.

 Restriction

• Flag, favorites, and tags aren’t supported in the new quick view.
• Embedded Components aren’t enabled in the header fields. However, you can see them below the
header field list.
• New quick view doesn’t support embedded component. It isn’t a limitation but intentionally done
for an effective UI experience with the quick view. Complex embedded components can destroy the
layout, for example, having multiple columns etc. Also, based on the complex nature of the embedded
components, there’s a high possibility to have an impact on performance.
• Adding mashup and reports is disabled for new quick view.
• New quick view isn’t available in offline mode.
• New quick view is not available on tablet and smartphone.

List of Objects That Support the New Quick View

Object Path

1 Opportunity Sales → Opportunity

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 Object Path

2 Sales Quote Sales → Sales Quotes

3 Sales Order Sales → Sales Orders

4 Leads Sales → Leads

5 Employees People → Employees

6 Accounts Customer → Accounts

7 Contacts Customer → Contacts

8 Individual Customers Customer → Individual Customers

9 Appointments Activities → Appointments

10 E-Mails Activities → E-Mails

11 Phone Calls Activities → Phone Calls

12 Tasks Activities → Tasks

13 Visits Visits → Visits

14 Competitors Competitors → Competitors

15 Competitor Products Competitors → Competitor Products

16 Products Products → Product Administration

Products → Products

17 Contracts Contracts → Contracts

18 Tickets Service → Ticket

19 Chats Activities → Chats

20 Memo Activities → Memo

21 Installed Base Installed Base → Installed Base

22 Installation Points Installed Base → Installation Points

23 Registered Products Product → Registered Products

Installed Base → Registered Products

24 Assignments Resource Scheduler → Assignments

25 Maintenance Plans Installed Base → Maintenance Plans

26 Stock Stock

27 Time Entry Time Recording → Time Entries

28 Time Report Time Recording → Time Reports

29 Social Media Message Service → Social Media Messages

30 Partner Partner → Partner

31 Partner Contact Partner → Partner Contact

32 Product Lists Product → Product Lists

33 Org Structures Administrator → General Settings → Org Structures

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 Object Path

34 Premise Utilities → Premise

35 Contract Account Utilities → Contract Account

36 Sales POD Utilities → Sales POD

37 Promotion Sales Campaign → Promotion

Scope of key user tools for the new quick view-

• Adding new tabs

• Adding new sections to tabs
• Adding extension fields (to sections on the views as well as to the new quick view header)
• Adding PSM fields from underlying main business object (to sections on the views as well as to the new
quick view header)
• Adding HTML formatted explanation texts to existing tabs
• Reorder tabs
• Reorder panes of a view
• Reorder fields (in sections of views as well as in the new quick view header)
• Reorder columns (if there are tables or chunk views modeled on a new quick view)
• Move fields across sections and facets
• Move fields from sections to header region and vice versa
• Show/hide fields, columns, buttons
• Set fields and column invisible, read-only, mandatory in master layout, as per key user rule and dependent
on a page layout
• Sort and group lists
• Set of visible rows to lists
• Set display mode and sort order of code list fields

2.4 Library

Use the library to organize documents using folders. You can set authorizations for folders and documents and
share deep links when referring content.

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2.4.1  Enable Library with Folder Structures

Before users can organize documents using folders, administrators must enable the new library and migrate all
the content from the existing library.

Procedure

1. Go to Business Configuration Implementation Projects .

2. Select your project and navigate to Edit Project Scope Questions Communication and Information
Exchange People Collaboration, Intranet and External Services Communities, Document Management
and External Services and select the scoping question: Do you want to enable library where you can
organize documents using a folder structure?
3. Assign the Library work center view (ID: COD_LIBRARY_WCVIEW) to appropriate business users or roles.

For more details, please check Create Business Roles and Assign Work Centers and Views.
4. Go to the (New) Library work center, from the actions at the bottom right, click Migrate Documents from
Library. A background job is scheduled at the back end to migrate all the documents from the existing
library.

The background job is triggered every four hours. Depending on the volume of the documents to be
migrated, the time required to complete the migration varies.

Next Steps

Once the migration completes, you can disable the existing library work center view (ID:
COD_MARKETINGINFO) for applicable business users or roles.

 Tip

After the old library is removed from the project scope, it is recommended that you trigger the migration in
the new library once again, just in case users might have created new documents in the old library during
migration.

2.4.2  Manage Access Restrictions for Library

Administrators can provide users with restricted access to the library using access context 2027. With this
access context, read and write access to documents can be restricted based on sales organization, territory,
and account.

This access restriction also applies to attachments added from the library. For documents added to the library
and referenced in a business object such as an account, they are visible to all under the Attachments tab.

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However, unauthorized users cannot navigate to further details. Restricted documents are not listed in the
Attachments work center. Attachments from outside of the library are not subject to access restriction.

2.4.3  Organize Documents Using Folders

You can build up to three levels of folders to group documents in the new library. A breadcrumb trail allows you
to keep track of your current location and easily navigate back to an upper level of folder in the hierarchy.

 Restriction

Pre-delivered views are only used to filter top-level documents and folders in the library. For example, if you
switch the view from Created by Me to Changed by Me within a folder, you will be directed back to the top
level in the library and see a list of top-level documents and folders that have been changed by you.

2.4.4  Manage Access to Folders and Documents

As the owner of a document or folder, you can define whether the document or folder is public or private.
Access to a private document or folder can be restricted to specific sales data, accounts, employees, and
territories.

In addition, you can authorize other employees to administer the document or folder by checking their Grant
User Access fields.

Items that have access to a parent folder can access all the child folders and documents within the folder.
Items with such Inherited Access cannot be edited or deleted.

 Note

You cannot change the administration right for an employee with inherited access. In a case like this, you
must add the employee explicitly for editing.

Inherited access can also be granted due to access control that has been configured by your administrator.

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Related Information

Configure Access Control and Restrictions for Business Roles

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2.4.5  Relocate Documents into Folders

Within the new library, you can organize documents using the Move action to place them into the right folders
at any level in the hierarchy.

Context

 Restriction

Only documents can be moved into a folder. You cannot move folders into a folder.

Procedure

1. Select one or multiple documents that you want to relocate.

2. From more actions at the bottom right, choose Move.
3. Click the folder icon or the row and navigate to the folder where you want to place the documents. Open
that folder.

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  Note

The first level that appears is the root level. If you want to move documents to the root level, you do not
need to click any folder.

4. Click Move.
5. Refresh the list to see the result.

2.4.6  Upload Documents to Folders Using Drag-and-Drop

You can place documents directly into folders from your client device using drag-and-drop. You can only upload
documents into a folder that is currently open. Up to five documents can be uploaded in a single drag-and-drop
action.

 Tip

To trigger the upload, you must drop the documents into the list area. The list area is highlighted in red in
the screenshot below.

 Note

Due to an internal restriction, you cannot upload a document if another document in the library has the
same name. As a work around, you can upload your document with a different name, and later edit the title.

2.4.7  Share Deep Links to Folders and Documents

You can share deep links to folders or documents with colleagues when referring to content.

When you open a shared link to a private folder or document, you must have permission to access the folder or
document before you can see the content.

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  Restriction

Please be aware of the following known limitations when you open a shared link to a folder:

• You see the action bar located at the top instead of the bottom.
• The content within the shared folder displays under your default view.

2.5 Attachment Search

View and download attachments that have been uploaded to your system.

• Use default query sets for Last Week's Attachments, Last Month's Attachments, My Attachments, My
Teams' Attachments, and All to filter attachments results.
• Users can utilize default sets of Last Month’s and Last Week’s Attachments to quickly see attachment
results.
• Navigate (from the search screen) to the target business object.
• Sort the search results set in ascending or descending by standard criteria and the appropriate data
appears in the search results table.
• Use action - Download to download a single file. You can also select multiple files for download. This
downloads a compressed zip file containing the selected files.
• Use action - Refresh to update the Attachments work center view with any changes that you have made to
the attachments in the business objects.

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• Use the same access restrictions maintained for specific business object to allow or restrict access to
attachments.
• Delete an attachment from a business object and this also deletes the document from the list in the
Attachments work center view. Similarly you will find that any corresponding actions that you perform for a
business object (such as create or edit) will be updated in the Attachments work center view.
• The maximum number of results per result set is restricted to 5000.

Request Bulk Attachment Downloads [page 36]

Request a bulk attachment download and download the attachments from the attachment download
monitor.

Search Attachments [page 37]

Search for specific items that have been uploaded to your system.

Use Attachment Search for Custom Objects [page 37]

Search for attachments that are a part of custom business objects.

2.5.1  Request Bulk Attachment Downloads

Request a bulk attachment download and download the attachments from the attachment download monitor.

Context

If you have selected more than 100MB of attachments to download from your attachment search results,
the attachments must be grouped into multiple smaller sets that are less than 100MB in size before you
can download them. You'll create a bulk attachment download request that gets scheduled for grouping and
made available for download. Each bulk attachment download request has its own ID and can be found in the
attachment download monitor.

In the attachment download monitor, you can view your download requests, the download request status, view
the expiration date and time, and download the requested attachments when they are ready. The attachments
are only available to download for 24 hours after the download request is created. You can download and see
only the download requests that you have requested.

 Note

You can only create two bulk attachment requests at a time. If you currently have two bulk attachment
requests in your attachment download monitor, you must wait until one expires to create a new request.

Procedure

1. Select the attachments you want to download and choose Actions Download . If the total size
exceeds 100MB, a download request is scheduled.

2. Go to Library Attachment Download Monitor and locate the download request ID to view the status
of the requested attachments.

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 3. Once the requested attachments are compressed with the status Ready for Download, you can download it.
The attachment download monitor shows the expiration date and time at which your attachments are no
longer available to download.

2.5.2  Search Attachments

Search for specific items that have been uploaded to your system.

Under Library Attachments , search for attachments that are uploaded for various business objects.
The current release supports the complete attachments search functionality for sales orders, accounts, sales
quotes, opportunities, visits, appointments, activities, leads, sales campaigns, and e-mail business objects.

• Search for all documents for a business object

• Use advanced search to search using Object ID/Type, Name, Accounts, Sales Organization, Distribution
Channel, Uploaded On (Attachment Date), Uploaded By, and Attachment Format.
• Use standard and extension fields for accounts to search using a specific account.
• Create and save personalized search queries with selected search criteria.

In the Attachments work center, use the dropdown menu for Attachment Type to filter your search results by an
attachment type in your system.

2.5.3  Use Attachment Search for Custom Objects

Search for attachments that are a part of custom business objects.

If you have custom business objects in your system that contain attachments, these attachments can be
included in the attachment search under Library Attachments . Use the advanced filter to search for
attachments based on a specific custom business object. Administrators can configure which custom business
objects get included in the attachment search.

[Link] Configure Attachment Search for Custom Objects

Administrators can configure attachment search for customer objects with a fine-tuning activity.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine Tune Configure Business Objects for Attachment Search to activate attachment search
for your business objects.

You see the current, default business objects in the list. Use the Active checkbox to activate or deactivate the
object for attachment search.

To add a custom business object to the list, you'll need to add a row for your custom object and define the
following:

• Object Identifier - A unique identifier to identify this configuration. It should start with "Z".

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• UI Path for Authorization Context - This Unique ID (taken from UI designer) of the UI component provides
the authorization context for search. This OWL component can be a reused standard OWL of SAP if the
custom business object derives the authorization context from it.
• Active - Indicator to activate or deactivate the custom business object from search.
• Description - Translatable description of the custom business object. This description appears in object
dropdown box, in the advanced search for attachments.
• Properties - Use the Solution Explorer in PDI Studio to set the following properties:
• Object Name - A valid name of the custom business object. It has a .bo file extension in the Solution
Explorer.
• Object Namespace - A valid namespace where the custom business object is defined. In can be found
in the solution properties in the Solution Explorer..
• Object Query Node Name - A valid node name on which the custom business object's query is defined.
In the Solution Explorer, under your custom business object name, double-click the .qry file to retrieve
the query node name.
• Object Query Name - A valid query name defined on the custom business object. In the Solution
Explorer, the object query name is under the object query node name.
• Search Parameter Name Account ID - Optional - A valid data element path to the search parameter
account ID defined in query.
• Search Parameter Name Sales Organization ID - Optional - A valid data element path to the search
parameter sales organization ID defined in query.
• Search Parameter Name Distribution Channel - Optional - A valid data element path to the search
parameter distribution channel. In the Solution Explorer, right-click on the .qry file and select Execute
Query. In the window that opens, use Parameter dropdown menu.
• Object Thing Type Name - A valid "Short_ID" value taken from UI designer that represents the thing
type name of custom business object. It has a .TT file extension in the Solution Explorer.
• Search Result Attribute ID - Optional - A valid data element path to the identifier of the business object
that can be used to identify the business object in the search results. If this value is not maintained
then UUID of the business object is shown in the search result. This attribute is used to help the user
to uniquely identify the business object of the corresponding attachment. You can give any element
maintained the custom business object. It is recommended to use the alternative key of the business
object.

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2.6 Attachment Size

Lists the limits of attachment file sizes in SAP Cloud for Customer.

On the Web Interface

Business users can upload a file of the size 100 MB using the SAP Cloud for Customer client. If you try to
upload files of size 100 MB, you might face issues during the upload or retrieval. We suggest that you keep the
attachments size below 100 MB.

 Note

Overall, the size limitation per user is 10 GB per tenant, however, the overall storage consumption per
tenant is checked instead of the limitation per user. For example, If there are two users in a tenant, then
overall total storage space available in the tenant is 20 GB and that cumulative limit of 20 GB is checked
when files are uploaded.

On the SAP Cloud for Customer Mobile Application

• Online mode: Maximum size limit of attachments per file is 5 MB.

• Offline mode: Maximum size limit of attachments per file is 2 MB.

 Note

The attachment file size on the mobile application is relevant for attachments both from camera and the
gallery.

From E-mail Communication Channel

• E-mail communication channels allow total size for outbound e-mail messages up to 35 MB. The size of the
entire outbound e-mail message, including the content, inline images (if any), and any attachments can be
up to, but not exceed 35 MB. Any single attachment in an e-mail can be up to 20 MB.
• The total size (message content and attachments) for inbound e-mail messages must be much lesser than
35 MB. It's best to limit inbound message and attachment size to 25 MB or less upon sending.

Using ODATA Services

Technical users can upload files using ODATA services. There's no check enforced on the size of the data
technical users can upload using ODATA services, however, if the file size is too large, it might time out.

2.7 Lists

Learn how to work with different lists in the solution.

Lists are available in work center view and in detail view. At the work center level, the list is used to locate
objects in the system such as accounts, opportunities, and leads. At object detail level, the list is used to locate
list of items in an object. For example, the list of items in a sales quote.

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  Remember

You can only open 25 tabs in the solution. However, if you want to open additional tabs, you can do so by
closing some of the open tabs, so that the tab count doesn’t exceed 25.

The toggle selection mode button to enter into multiselection mode has been removed. Selection checkboxes
are always visible in multiselect lists for all table visualizations (table view, chunk view, image view, map view
etc.). You can navigate to different objects directly from within the chunk view. With selection checkboxes, the
selection of rows in a list becomes easier and you don't have to do an additional click to enable the selection of
checkboxes.

 Remember

Multiselection checkbox isn’t available in a single select list.

Auto Adjustment of Table Column Width

You don’t have to expand or reduce the column widths in a table to see the complete table. The columns
automatically adjust to the table size and shrink to minimize the white space. In case, the table is long, the
columns shrink further by wrapping the header text. Thus, maintaining all the values on one screen. Whenever
there’s paging, sorting, or filtering of the columns, the width of the affected column is recalculated to auto
adjusted. You can also manually adjust column widths to your requirement.

You can double-click the right border of a column header cell to resize. The column border expands to fit the
longest value and when you click again it reverts to the original width.

 Remember

• When you are in edit mode, the minimum width of any column with editable controls increases to
accommodate editing. However, empty and read-only columns remain to the minimum width size.
• Column width changed made by you isn’t saved. When you come back to a table again, you’ll see the
original column width.
Even when one column is changed, the complete table is impacted, and all the column sizes are
redistributed.
• This feature isn’t supported on Microsoft Internet Explorer and Edge browser (version >16).

Dynamic resizing of the table columns can be done under company settings. You can enable the auto
adjustment of table column under Settings Company Settings and turn on the toggle button option
Enable Auto Adjustment of Table Column Width in Fiori Client.

Freeze First Column in Table

Column freeze feature allows you to keep the first column visible while scrolling horizontally through the right of
the table. The first column is frozen to lock a specific column information in place. So, you can always see the
important information without scrolling.

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The administrator or end user can move the most important column in the list as a fist column by adaptation
or personalization. First column freeze provides significant improvement in the user experience for lists having
more than 6 or 7 columns.

 Note

• First column freeze is available only in desktop and tablets.

• Column freeze isn’t supported in the Internet Explorer.
• If you are using the grouping feature, the grouping header row doesn’t freeze.

As a prerequisite, your administrator must go to Company Settings and toggle on the button Enable Column
Freeze in Table.

Manage List in Work Center View [page 41]

Learn all the different operations and actions you can do with an object worklist to access information
quickly and easily.

Manage List in Object Detail View [page 46]

Learn all the different operations and actions you can do with a list in detail view to access information
quickly and easily.

2.7.1  Manage List in Work Center View

Learn all the different operations and actions you can do with an object worklist to access information quickly
and easily.

• You can quickly create a new object by choosing the (+) icon at the bottom left of the object list. When you
select an object in the object worklist, the relevant information of the selected object is displayed in a new
tab.
• Basic search by key words, advanced search with more searching criteria, and sorting functions are
supported for worklists.
• When enabled, multiselection checkbox is available as a column and always visible. For multiselect lists,
checkboxes are always shown. For single select lists no checkboxes are shown. With this setting, you save
an additional click to enable the multiselection checkboxes and the toggle action icon isn’t available.
• You can resize the columns by dragging the separator line between the two columns in the column header.
• Clicking on the column header on each column opens the column header menu and is used to sort or filter
a particular column. This menu contains the following actions:
• Sort Ascending
• Sort Descending
• You have free text filter to do column search for multiple words. You can search list columns for
multiple words at once. To do a multiple word search, separate each search word by a semicolon
without any space. The search is an exact search when multiple search words are entered. However, if
an asterisk (*) is used, it becomes a pattern-based search. For example, if you click the column header
'Name', and enter search words 'Joe*; Stin, it brings up all the records of names that begin with Joe
and record that contains Stin. When a single search word is entered, the search is a pattern-based
search.
• Worklist can be displayed in different views. Table view is the default view for worklists and each row
represents an object. Other views are chunk view, map view, image view, calendar view, and hierarchical
table view.

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  Remember

The smartphone doesn’t feature the conventional table view. It displays the information in a type of chunk
view or condensed chunk view as selected by the user.

Information About Other Views in Worklists

Chunk View:

Chunk view is useful for heterogeneous data types. The chunk view displays two rows of attribute values. Using
the chunk view, you can display up to eight attribute values so that you don't scroll horizontally.

Each chunk view entry occupies an entire row. Objects can be further accessed when you click on the title
hyperlink. The icon or thumbnail image indicates the type, object, or image of your choice. The title is the name
of the corresponding object. It contains a hyperlink that, when clicked, takes you to the object overview.

 Tip

There are two types of chunk views - Chunk View for worklist and Chunk View for Side Panel (when
available and enabled).

Chunk view is available in desktop, tablet & smartphone as an alternative view for the table/list views. For
mouse-controlled devices like desktop, chunk view shows all navigation links. Whereas for touch-enabled
devices like tablet & smartphone, only the first field is shown as a link. Hence, only one navigation is supported
to reduce the number of tap areas and improve touch experience.

• Desktop and Tablet

• The first nine fields from list view are shown in the new chunk view.
• If the administrator adapts the list view (add columns, remove columns, or change sequence), the
changes are also reflected in Chunk view.
• If you personalize the list view (add columns, remove columns or change sequence) the changes are
also reflected in chunk view.
• Smartphone
• The first seven fields from list view are shown in the new chunk view.
• If the administrator adapts the list view (add columns, remove columns, or change sequence), the
changes are also reflected in Chunk view.

 Note

The administrator can also use smartphone layout to specifically hide some fields in smartphone.

• If you personalize the list view (add columns, remove columns or change sequence) the changes are
also reflected in chunk view.
• The default view for smartphone is the chunk view for better touch experience. You also have the
option of condensed chunk view, showing lesser fields in smartphone.
• In touch-enabled devices, you can only navigate to the leading object. For example, for accounts you
can go to the account name but can’t navigate to the contacts under it.
• List view isn’t supported in smartphone.

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Image View:

 Remember

Minimum size of the largest image uploaded and used for image view is 196px196px. The supported image
file formats are PNG and JPG.

Image view provides information at a glance about objects where visual information is easier to consume. For
example, products, people, and so on. Different image views are supported on any lists, where images are
configured. There are three image view sizes supported:

• Large image view

• Medium image view
• Small image view

 Remember

If the image is missing:

• For people-related items, their initials are used. 

• The document type icon is used for documents (if the preview isn’t available).
• If no options are available, the object type icon is used.

Map View:

The map view is useful for objects that require geographical or location information. In the map view, you have
a list on the left side that contains all the objects. The map covers rest of the screen and expands to the bottom
and right of the available window. When you resize the screen, the map also resizes, but it doesn’t zoom in or
out. A map pin represents an item in the list on the map and when selected, highlights the pin.

• The following work center views are displayed in map view.

• Accounts
• Appointments
• Installed Base
• Registered Products
• Route Planning
• Tickets
• Visits
• Work Tickets

Calendar View:

There are different views available in the calendar, namely week view, work week view, day view, month view,
and agenda view. With the filter, you can define what kinds of events to see on a calendar. Filters are organized
by type (appointment, phone call, visit, and so on.) or by status (open, in process, complete, overdue, and so
on).

 Tip

By default in tablet, the event list is hidden and collapsed in a side menu. One can access the event list by
clicking the hamburger menu on the top left of the worklist.

Hierarchical Table View:

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The hierarchical table view is similar to the table view but allows for better grouping of related items and
categories. A hierarchical table view is available under Territories. Each line in the table represents an object. If
the item is collapsed, the arrow in the object points to the right, and its content isn’t visible. Clicking the arrow
expands the content and clicking the item opens the object.

Row and Lead Selection

You see two different behaviors depending on how you make your selection in the table. There’s row selection
that is indicated by light blue background color of entire row and lead selection that is indicated when the check
box is selected.

When you click anywhere in white space except for checkbox, it triggers the row selection and lead selection.
Only one row is selected at a time. If you click again anywhere else, the row and lead selection changes to the
row in the selected area. For example, if you have machine learning pane or if master detail configured on the
list, you see respective frames getting refreshed with the selection. You always have only one lead selected
object.

When you select the checkbox, you explicitly enter the lead selection mode. For example, if you have machine
learning pane or if master detail configured on the list, you see respective frames getting refreshed with the
selection. In explicit lead selection mode, any further clicks in the white space of other row or on check box
leads to additional lead selection, as multiple check boxes get selected. In multiple selections, the machine
learning pane and master detail pane aren’t refreshed without an explicit action to refresh them. For machine
learning pane, the explicit action to refresh is done by clicking the bulb icon under the Action column.

Donut Charts in Datasets

Donut chart provides a simple, at a glance presentation of information. With availability of donut charts, you
can quickly filter the list based on the predefined criteria. You can create donut charts using predefined dataset
columns in Fiori client. In the donut chart, you can see up to eight categories including Others. The first seven
segments are values for the data and the eighth segment contains the combined remaining values.

 Restriction

Donut chart doesn’t give an accurate value if the eighth segment exceeds more than 493 unique segments.

When a segment value is selected, the corresponding segment is highlighted in the donut chart. Donut chart
color combination has been modified to clearly distinguish the segments. Each segment of the donut chart is in
different color for visual clarity.

 Note

Donut Charts are shown using Belize Theme colors in Blue Crystal theme.

In the donut chart, you can also see the standard and additional (KUT-key user tools) fields defined by the
administrator. The administrator can define additional fields under adaptation mode . As a prerequisite, your
administrator must go to Start Adaptation under the user menu and select the checkbox Show in Donut Charts
for the standard and administrator-defined fields. When finished, end adaptation to see the added fields in the
donut chart.

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  Restriction

You can't plot the donut chart for the fields that are removed from the list.

Enable Editing Directly in the Worklist View

In many objects, you can edit information directly in the worklist view, without navigating to the detail view.

Directly editing in the worklist view reduces the number of clicks, and the time it takes to navigate to object
detail view to make an edit.

The administrator can enable editing in worklist by going to the user profile menu under Settings Company
Settings , by turning on the toggle button for the company setting Enable Editing in Dataset.

Inline Edit in Datasets (Desktop Only)

You can now edit information directly within specific cells of the dataset without having to navigate to the
object detail view.

With inline editing, you can change information directly in specific cells, by hovering and selecting any editable
element in the table. You can edit an item directly on the same page, without navigating to another view. Inline
edit functionality brings significant improvement in the user experience by removing multiple clicks and time
taken earlier to open object detail view for quick changes.

The administrator can enable the feature from the user profile menu under Settings Company Settings ,
by turning on the toggle button for two company settings Enable Editing in Dataset and Enable Inline Editing in
Browser. When both settings are switched on, only then you can do inline edit in data set. With the company
setting Enable Editing in Dataset, only the global editing is enabled.

Mass Edit on Datasets (Desktop Only)

In many datasets, you can edit information for multiple selected row columns simultaneously in one selection.
To do a mass edit, switch to the edit mode for the dataset. You see an empty row at the top of the table. The
empty row is the mass edit row. When you select two or more rows, then the empty row at the top of the table
becomes active. And, only at that time, cells that are enabled for mass edits are active. Select or enter a value
you want to change for the specific column of the selected rows. Then, select Save to save your changes.

Mass edit functionality brings significant improvement in the user experience by removing multiple clicks and
time taken earlier to open object detail view for quick changes.

 Remember

Not all cells are enabled for mass edit.

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As a prerequisite, your administrator must go to Company Settings and toggle on the button Enable Editing in
Dataset.

 Restriction

If value help column is active and if one of the values can’t be changed or are different, then mass edit can't
be performed. In this case, that column in the empty row at the top, is grayed out. Currently, this behavior is
a limitation.

2.7.2  Manage List in Object Detail View

Learn all the different operations and actions you can do with a list in detail view to access information quickly
and easily.

• You can easily create a new related item by choosing the create (+) button at the bottom left of the object
list.
• You can edit the list in detail view. In the edit mode, you can edit the title, secondary title, and attribute
values. The layout and the width are maintained, but the height may expand to allow space for you to type
and change information.

 Remember

• On desktop and tablet devices, the edit mode launches on top of each individual object.
• On smartphones, the edit mode launches a full-screen, full-width window. 

• When enabled, multiselection checkbox is available as a column and always visible. For multi select lists,
checkboxes are always shown. For single select lists no checkboxes are shown. With this setting, you save
an additional click to enable the multi selection checkboxes and the toggle action icon isn’t available.
• Resizing columns can be performed by dragging the separator line between the two columns in the column
header.
• Clicking on the column header on each column opens the column header menu and is used to sort or filter
a particular column. This menu contains the following actions:
• Sort Ascending
• Sort Descending
• You have free text filter to do column search for multiple words. You can search list columns for
multiple words at once. To do a multiple word search, separate each search word by a semicolon
without any space. The search is an exact search when multiple search words are entered. However, if
an asterisk (*) is used, it becomes a pattern based search. For example, if you click the column header
'name', and enter search words 'Joe*; Stin, it brings up all the records of names that begin with Joe and
record that contains Stin. When a single search word is entered, the search is a pattern-based search.

Copy and Paste from Excel to List in Fiori client

There’s a paste icon in the table that pastes large amount of copied data ( Excel or data separated by
semicolon) into the table.

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  Note

• Only supported in table view.

• Don’t use values containing semicolon, as semicolon is used as a field separator. Using semicolon
values cause errors.
• Supported in all tablets and browsers.

For mass copy paste, do the following steps:

1. Copy the data (Excel or data separated by semicolon) you want to paste into the table.

 Caution

• A column can have multiple fields. If the table is empty, the number of actual fields in a column can be
checked by adding a new entry.
• When pasting the records leave the checkbox field empty, if you want the checkbox unselected.
• Any random value added in the checkbox field shows the checkbox selected. To show the checkbox
selected correctly, add true or X as the field value.
2. Click the paste icon, an input field shows up. Do CTRL+ V or right-click to paste the external data. In all
tablets, do a long press and paste.
3. 3. When the data is pasted, the new rows are added to the table. If there are errors, a message is displayed
showing the number of errors in the data. Fields with errors are also highlighted in red.

 Note

When you paste the data in the input field, the table switches to edit mode

4. Correct all the errors by seeing the details and then save the pasted data.

Recommendations:

• You must always enter the object ID in the value selection fields.
• One column can have multiple fields. You enter the values for each field in the column, irrespective of the
type of column.
• Make sure that the read only (noneditable) fields are empty. Don’t enter incorrect values for these fields as
it can’t be corrected from the user interface.
• For checkbox, use True, False, X or an empty string. Here empty string and false can be used for
unchecking checkboxes. All other values show the checkbox selected.
• For quantity and amount fields, if you enter any special character, it gets defaulted to 1 or as configured.

Limitations:

• The copy paste feature isn’t supported in Windows 8.1 app.

• Dropdowns based on context and list ID-based codelist aren’t supported.
• You can’t navigate to different pages based on the error message. You must manually navigate to the right
page to identify the row that has the error.
• The order of records added is based on the sort order defined on the list.
• It isn’t possible to only revert the new rows created using the mass copy paste feature. When you select the
button,Cancel you lose all the changes made on the object.

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Search and Add or Edit for Lists

You can quickly add or edit list items without having to search in the list. Adding new line items or finding and
editing existing line items in a list is available in the search box, where enabled.

You can search for items in the search box on the list toolbar.

• Add scenario: If the item doesn’t exist in the list, then it gets added to the top of the list.
• Edit scenario: If the item exists in the list, then the corresponding row is highlighted and ready for editing.

Enable Inline Editing in Object Detail View (Desktop Only)

Inline editing is available for certain fields in object detail view (desktop only).

 Tip

When multiple fields have to be edited, it’s recommended to use global edit.

With inline editing, you can quickly edit a field without going into the global edit mode. In inline edit mode, when
you hover over a field, you see the related icon to edit the field. For example, let's say you want to edit the phone
number in inline edit mode. When you hover over the phone number field, you see the pencil icon. Click the
pencil icon to change the phone number. After you have made the edit, Save and Cancel action are available.
You can either save or cancel your changes.

The administrator can enable the feature from the user profile menu under Settings Company Settings ,
by turning on the toggle button for the company setting Enable Inline Editing in Browser.

 Remember

The company setting will be retired with May 2020 release and inline editing will be available as a default.

 Restriction

• The feature is available only on browsers (desktop/laptop).

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2.8 Flags, Tags, and Favorites

Learn to work with flags and favorites and use them to keep important items handy.

In SAP Cloud for Customer, you can mark the items for quick access. This marking is useful for items that you
access repeatedly, or maybe for reminding yourself to update an item in the near future.

It is just like at home where you may have a favorite coffee mug handy on the shelf for easy access or a
purchased item in the front of the closet that needs to be returned. Similarly, in business, you can add items
such as accounts, activities, or contacts for quick access. You can find the flag, favorites, and tags under the
navigation tab, on the bottom left of the screen.

You can mark items as Flags or Favorites for quick access and keep them until you don't need them.

Favorites are used to mark items that you frequently use and want to keep handy. Flags are used to mark items
that you want to follow up on.

 Note

In SAP Fiori client user-interface, the Flags and Favorites are available under the productivity icon in the
shell bar.

Work With Flags and Favorites [page 50]

You can flag objects for follow-up, or mark frequently used objects as Favorites.

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 Work With Tags [page 52]
Tags are unique identifiers that can be associated with to your items to search, sort, categorize, filter,
and segment in an efficient way.

2.8.1  Work With Flags and Favorites

You can flag objects for follow-up, or mark frequently used objects as Favorites.

When an object is flagged or marked as a favorite, the corresponding object marker appears next to it:

• A small flag indicates that the object is flagged.

• A small star indicates that the object is marked as a favorite.

You use the flag option when you flag objects for later reference and follow-up. You use the favorite option when
you mark frequently used objects.

VIDEO: Using the Shelf, Flags, and Favorites

Find out about the shelf, how flags and favorites are connected to it, and how to use it to keep important items
at your fingertips.

[Link] Add Flag or Favorite

Learn how to flag or mark as favorite an item you frequently use.

Context

Do the following steps:

Procedure

1. Open the item that you want to flag or make as a favorite.

2. Set the flag or favorite icon indicator for the item on the top right-hand corner.

To access the items you flagged or marked as a favorite, click Flag or Favorite icon at the left bottom of the
screen for quick access.

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[Link] Open Items from Flag or Favorite

Learn how you can quickly open items marked as flag or favorite.

Context

Do the following steps:

Procedure

1. To see the list of all items under it, select the flag/favorite icon at the bottom left of the screen.
2. To open an item from either the flag/favorite, select the name of that item, which appears as a link.

[Link] Remove Items from Flag or Favorites

Items remain under flag and favorites until you remove them.

Context

To do so, you have the following options:

1. Remove the flag and favorite indicators from the item.

2. Remove the item from the flag and favorites list directly. Do the following steps:

Procedure

1. Select the pencil icon in the flags or favorites list. Select the remove (x) icon that appears to the right of
your item.
2. Click Save to keep the changes. The item disappears from the flag and favorites list, and the flag and
favorite indicators are removed from the item.

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2.8.2  Work With Tags

Tags are unique identifiers that can be associated with to your items to search, sort, categorize, filter, and
segment in an efficient way.

It’s similar to adding keywords or any additional information to any item in the solution. For example, if
there are a few opportunities in your account that requires high priority. You can tag those opportunities as
important, so that you can easily filter them from the other opportunities in your account.

[Link] Add Tag

Learn how to add a tag and find your items quickly in the solution.

Context

Do the following steps:

Procedure

1. Open the item you want to add a tag to. The tags area is located in the item header.
2. In the tags area, enter a name for your tag then choose SPACEBAR. You have the following options:
1. • To enter a public tag that everyone can see, enter the tag text in the entry field.
• To enter a private tag that only you can see, enter an asterisk (*) before the tag name.
For example, at a sales conference, you talk to five potential customers who are eager to buy your
product. You want to follow up on the leads yourself, so you use a private tag, *hot_leads. You can
find them easily in the system and call them next week.

 Note

• Tags cannot contain spaces.

• Tags are not case-sensitive and always appear as lowercase. For example, the system
regards the following tags as the same tag, which appears in the system as “hartford”:
Hartford, HARTford, or hartford.

3. As you type your tag, the system runs an automatic search, comparing your entry to existing tags. You can
accept a suggested tag from the automatic search results. When you accept a suggested tag, the system
creates a copy of that tag for you. You can edit, remove, or delete any tag that you assign to an item without
affecting this tag in the rest of the system.
4. For additional tag, select the tag icon in the item header and add your tag to the list.
5. Your entry is saved and reflected as an addition in the tag number display.

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[Link] Remove Tag

Learn how you can easily remove tags from items you do not use any more.

Procedure

1. Open the item that contains the tag that you want to remove.
2. In the item header under tags, all the tags for this item appear.
3. Delete the existing tag. Or, select the pencil icon that appears when you hover in the Tags area. A Remove
(x) icon appears to the right of your tag. Select it to remove the tag from the item. The tag is removed
from this item only. All other items assigned to this tag keep their assignments and the tag displays in the
solution as one of your tags.

[Link] Rename Tag

Learn how to rename and change a tagged item.

Context

Do the following steps:

Procedure

1. Open the item that contains the tag that you want to change. In the item header, under the tags icon, all of
the tags for this item appear.
2. Delete the existing tag and replace it with the new tag. Or, select the pencil icon under tags, on the bottom
left area of the screen. Select the tag you want to rename and type a new name.

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[Link] Display Items Assigned to Tag

Learn how to see the different tags assigned to items in the solution.

Context

Do the following steps:

Procedure

1. Open the tag icon on the left bottom of the screen.

2. Search or filter the list.

To search the list, enter a search term in the search field at the top of the pane. When you click the result of
the search, it lists the corresponding items. To filter the list, you can use the following predefined filters:
• Recent Tags: This filter shows the 50 most recently used tags from the last 30 days. This list is sorted
chronologically so that the tags that were used most recently appear at the top of the list.
• My Private Tags: This filter shows your most frequently used private tags.
• My Public Tags: This filter shows the most frequently used public tags.
• Popular : This filter shows a ranked list of the most popular tags, including both your private tags and
all public tags.
A tag can be used multiple times. The more frequently a tag is used, the higher it is on the list.
3. Select a tag from the list. The system searches for items assigned to that tag and displays them as search
results. You can also run this same search using shortcuts in the global search.

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2.9 Feed

Learn about using the feed that allows you to quickly communicate and collaborate with your network.

Feed is where you post updates to your network and receive updates from your feed sources — the information
and people you require to complete your work. In the feed, you can post feed updates (using shorthand),
comment on feed updates, and delete feed updates. You can also manage your feed sources and feed settings.
As with other items in the solution, you can also search feed updates, use filters to view only certain types of
updates, flag or tag feed updates, or add them to your Favorites.

For more information about integrating SAP Cloud for Customer with SAP Jam Feeds, see the Related Links
section.

VIDEO: Using Feed

Find out where feed updates come from, how to post and comment on feed updates, and where to find private
updates.

Work With Feed [page 56]

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 Learn how to use and manage feed to collaborate with team members and speed up the decision
process.

Feed FAQ [page 60]

This section answers commonly asked questions about Feed.

Related Information

Prepackaged Integration with SAP Jam

2.9.1  Work With Feed

Learn how to use and manage feed to collaborate with team members and speed up the decision process.

Additionally, get updates on the important items that you follow such as who updated an item, what changes
were made to an item, and so on.

With Feeds you can:

• Post messages and share it with all the users in your organization.
• Mention someone or add a tag in your status messages.
• Send private messages to your colleagues.
• Comment on status messages and reply to private messages.
• Follow automatically by creating auto-follow rules.
• Attach an image or document to messages.
• Receive notification for mentions and changes you made and those that you follow.

[Link] Post Feed Updates

Learn about the basics of posting feed updates so you can stay connected with your network.

To post a feed update, enter a text of up to 500 characters in length, then choose Submit. Once you post
an update, it appears in your feed. If other employees are following either you or the item you updated, then
your update also appears in their feed. Employees you mention in your update (with the shorthand @) also
automatically see the update in their feed, even if they are not following you or — when you mention them while
posting an update from an item — the associated item.

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[Link] Use Shorthand in Feed Updates

Learn about using shorthand in feed updates.

Within feed updates, you can use shorthand to tag items or mention people, or send private updates, as
described below.

Shorthand Description

@ To mark an item or mention a person in your update, enter

an at sign ( @ ) and then choose the item Type and the
person's Name you want to mention. For example, enter
@AccountABC to mention the account named AccountABC,
or enter @Frank Friedman to mention a customer named
Frank Friedman.

Items that you mention in an update appear in the feed as

links that can be opened for viewing or editing. Employees
who receive your update can only open tagged items that
they are already following.

* To send a private update to an employee, enter an asterisk

( * ) plus the employee name, followed by the private update.
For example, to send the private update “Good work!” to the
employee Maria Smith, enter *Maria Smith Good work!, then
choose Post.

# To tag a feed, enter the # sign and enter the tag name,
followed by the update. If the tag name matches an already
existing tag, it can be added automatically.

You can add additional tags to this feed update using the tag
icon, in the future.

 Note

Tags are public (once created, can be used by anyone)

or private. They help you categorize and search on
items.

After you enter shorthand and two characters of the item or person — for example, @Ac, @Fr or *Ma— an
automatic search is performed, comparing your entry with existing items or people, and allowing you to select
the correct one.

 Note

If a business document has a single-digit number, enter an asterisk after the number, for example 5*.

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[Link] Comment on Feed Updates

Learn about adding comments in your feed updates.

To comment on a feed update, choose Reply within the update. Enter your comment and submit. Within the
comment of a feed update, you can also use the shorthand @ to tag items or mention people. If you tag an item
in the comment, then your comment also appears in the feed of that item.

 Note

You cannot use the shorthand * to send private comments to other employees.

[Link] Delete Feed Updates

Learn how to delete feed updates.

To delete a feed update, choose Delete within the update line. The update and its comments are removed from
your feed. If you delete one of your own feed updates, then the update and its comments are removed from
your feed and from the feed of your followers.

 Note

You can delete only feeds created by you. Feeds created by other users can’t be deleted.

[Link] Manage Feed Settings

Learn how to manage your feed settings for optimal efficiency.

To manage your feed settings, choose Feed Settings, where you can determine the following:

• Feeds Followed: Automatically receive system feeds of the users you are following.
• Follow Requests: This is only applicable for accounts and employees.
• If this option is not checked, whenever you want to follow an account or employee, the respective
account owner or employee gets a notification. Once the follow request is approved, you start following
the account or employee.
• If the option is checked, you can follow the account or employee automatically. No approval is required.
• E-Mail Digests: To receive periodic summaries of all feed updates via e-mail, choose Send digests of all my
feeds. You can set the frequency of feed e-mails that you want to receive to - Immediately, daily or weekly.

 Remember

When the frequency is set to immediately, you get an e-mail for each update. By selecting this option,
you have to select the events in Feed Sources for which the e-mail has to be sent.

• The date by which feed updates are sorted - Feed updates are sorted, by default, according to the date they
were last commented. If you prefer that feed updates be sorted according to the date they were created,
then select According to creation date.

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 On this screen, you can also define default event types for the items that trigger feed updates.

VIDEO: Changing Your Feed Settings

Find out how to adjust which updates you receive from the source you're following and how to automatically
flag and tag incoming updates.

[Link] Follow Feed Sources

Learn about following feed sources in the solution.

If you are authorized to receive updates from an item that you have chosen to follow, then updates about that
item automatically begin to appear in your feed. If you are not authorized, then a follow request is sent to the
person responsible for approval. If you stop following an item or person, then the source is removed from your
feed, and updates for that item or person no longer appear there.

[Link] Manage Feed Sources

Learn about managing feed sources to increase productivity.

To manage your feed sources, choose Feed Sources. Here you can see a list of the sources that you’re currently
following. For each source that you follow, you can specify the source events that will trigger an update. To do
so, select a source from the list, then choose the edit icon. A new window Manage Source Events opens up.
Select the source events for which you want to receive updates and save your entries.

Under feed sources, we have the following queries:

• Sources I follow automatically: There’s no list maintained as every object in the solution decides this.
For example, opportunity object may decide that when opportunity is created, owner of that opportunity
should automatically follow it and get all updates. Generally, opportunity, lead, sales order, sales quote
work this way.
• People: All the employees who are following.
• Pending Sources: Employee and account object have special provision where if someone wants to follow
them, an approval request goes to employee/account owner and once approved, then only the follow
process starts. So, requests that aren’t yet approved are shown over here. We have an option in feed
settings to invoke such approval process, if that setting isn’t active, then follow happens automatically
without any approval process.
• All other sources: Everything else that doesn’t fall under sources I follow automatically, people and
pending sources, is part of this option (manual follow is major contributing agent in this case).

All feed sources have an additional option that can be invoked using the pencil icon and opens Manage Events.
Under manage events, you can set things (generally email digest for immediate updates) at more fine granular
level.

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[Link] Manage Feed Duration Settings

Learn about setting the time period to display feed on UI and the time period to retain feed data in the system.

As an administrator, navigate to Administrator Common Tasks Feed Duration Settings to set the feed
durations. From the Feed Display Duration dropdown list, you can select the time period to display feed on UI.
From the Feed Delete Duration dropdown list, you can select the time period to retain feed data in the system.
Any feed older than the defined delete duration is deleted from the system, and the deleted data cannot be
recovered.

 Note

• For both feed durations, the options of 30 days, 60 days, 90 days, 180 days, and 365 days are available,
and the default value is 365 days. All the feeds older than 365 days are automatically deleted from the
system during upgrade, and the deleted feeds cannot be recovered.
• Feed display duration cannot be longer than feed delete duration.
• If you wish to extend the feed duration to up to 730 days, then you must open a ticket with SAP
support.

2.9.2  Feed FAQ

This section answers commonly asked questions about Feed.

[Link] Why are the native feeds missing after integrating

the system with SAP JAM?

You can either have the JAM or native feeds in the system.

Both feed types are not supported simultaneously in the system. This is the expected system behavior. So,
when you integrate SAP cloud for Customer with JAM, you can only see the JAM feeds.

[Link] Why is there no link to a related object in feed

notification?

The standard behavior is that when you open the details of a received notification, there is no link for the
related object.

If you leave a comment under a system-generated feed, then there is no link in the feed notification details for
the notification receiver. However, you can manually add an object link in the feed comment using, for example
@ABC (ABC represents the object ID or name).

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  Remember

If you leave a comment under a feed created by a person, then is a related object link in the feed notification
details for the notification receiver.

[Link] Why don’t I receive feed notification for a followed

business object that I changed?

It could be because you didn't select the related Event of the business object you followed in the feed settings.
Under feed settings, select the business object you followed, and then select related option Address Change.

Or, you have deactivated the system feed generation for your cloud solution in Business Configuration. To
activate the system feed, please ask your administrator to reset the following scoping question:

1. Go to Business Configuration work center Implementation Projects Edit Project Scope .

2. Go to Questions tab.
3. Go to Communication and Information Exchange.
4. Select People Collaboration, Intranet and External Services Communities, Document Management and
External Services .
5. Uncheck the question Do you want to deactivate system feed generation for your cloud solution?

[Link] Even though I successfully deleted a contact, some

related data can still be seen in the respective feed
entries. Why?

According to GDPR (General Data Protection Regulation), deletion of data is not technically feasible.
However, the administrator can set the soft deletion and hard deletion of feeds under Common Tasks in the
Administrator work center.

[Link] Why a feed comment referencing a document in a

feed post, is not displayed in the document feed
tab?

If a document is referenced in a feed update and not a comment, only then the post is displayed in the
document Feed tab.

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2.10 Search

Learn about the various search functions in the solution.

When you search for business objects in SAP Cloud for Customer, such as accounts, products, activities, or
sales orders, there are multiple methods of finding exactly what you are looking for.

When you tend to search for the same items repeatedly, mark the item as a flag or favorite or add a tag to it and
save valuable time.

You can sort on the column in ascending or descending order or use the filter to search the column for multiple
words.

You can search list columns for multiple words at once. To do a multiple word search, separate each search
word by a semi colon without any space. The search is an exact search when multiple search words are
entered. However, if an asterisk (*) is used, it becomes a pattern based search. For example, if you click the
column header 'Name', and enter search words 'Joe*; Stin, it brings up all the records of names that begin with
Joe and record that contains Stin. When a single search word is entered, the search is a pattern based search.

Whether your search is simple or complex, the SAP solution search allows you to work quickly and efficiently by
using one of the following search types:

• Simple
• Enterprise

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 • Advanced

Basic Search [page 63]

Learn about performing a basic work center view search in the solution.

Enterprise Search [page 64]

Learn about using the enterprise search in the solution.

Advanced Search [page 67]

Learn about using advanced search in the solution.

2.10.1  Basic Search

Learn about performing a basic work center view search in the solution.

In addition to the system-wide enterprise search, you can search from within the work center views assigned to
your business role. This is ideal since you probably know what you have created and can really hone in on the
business object you are searching for.

Let's say you are searching for a phone call in the Activities work center. You navigate to the Phone calls work
center view and from there, you can select an item from the Phone calls list. The system locates categorized
items matching your search criteria belonging to the Phone calls list.

Another example is to navigate to a work center view end simply enter a keyword in search field. Any items
matching your criteria in that work center view in list view show up.

Basic search shows your recent searches and your recently opened items. You can quickly see your recent
searches and recently opened items without having to search for them again.

 Note

The search suggestions are available only on the device where the searches are done.

The basic search results can be displayed in the List, Card, Map, or Calendar view depending on the business
object. There is also the possibility to filter the results and display them in a chart view.

 Note

In Fiori client, you can display the results in Chunk View and Table view.

The search term in basic search is retained even when you change the query. Therefore, you can search across
different queries without typing the search term again.

With basic search, you can search against All query with a search term, used for some other query. When a
search term is entered, the search box remains open. If the search does not find a match, you can trigger a
search on All query, without having to change the current query. The search term is now retained even when
you change the query and you can quickly find items you are looking for.

 Remember

When you create your own query via KUT and label it “All” and hide the standard SAP All Query, then
'search against all' functionality will not work.

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2.10.2  Enterprise Search

Learn about using the enterprise search in the solution.

Context

Enterprise search allows you to search through the entire SAP solution. After selecting the search icon, you can
choose to do a simple or advanced search. You can search for a term without specifying any details, search in
all categories or you specify a specific category.

Procedure

1. Click the search icon in the Taskbar.

2. Narrow down your search to a specific category by selecting the category in the dropdown list. If you want
to search through the entire system, select All Categories or if you do not select a category even then all
categories are searched.
3. Enter your search terms then click Search or press Enter. Search results are presented in the Search
window. You can use the asterisk (*) symbol to perform a wildcard search. For example, searching *ell*
returns terms such as well and hello.
4. Click the link of the item you want to view.
• If you are searching for items you created, select My items. For items created by colleagues, select All
Items. If the search displays several business objects, you can select the appropriate category or use
the enterprise search advanced functionality to refine your search.
• Keep in mind that although an enterprise search does match your term and selected category, it does
not search for every field in the system.

[Link]  Configure External Search Sources

Learn how to activate or deactivate several external sources (URL mashups) that are shipped with the solution.

The enterprise search feature can be configured to include external sources. You can also add new external
sources by creating a new URL mashup of the News & Reference category.

Activate or Deactivate Existing External Search Sources

1. Go to Administrator Mashup Authoring .

2. Filter the list to show URL Mashups.
3. Sort the list by Mashup Category.

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 All the external search sources are of the category, News & Reference.
4. To activate a source, select the table row for that mashup and click Activate.
That URL mashup is now active and available for selection in the enterprise search drop down list.
5. To deactivate a source, select the table row for that mashup and click Deactivate.
That URL mashup is now inactive and is not available for selection in the enterprise search drop down list.

Add a New External Search Source

1. Go to Administrator Mashup Authoring .

2. Click New, then URL Mashup.
3. Complete the required entries and save your new mashup.

 Caution

The Mashup Category must be News & Reference.

The Port Binding must be Search Provider.

The Status must be Active.

The new URL mashup is now available for selection in the enterprise search drop down list.

[Link]  Add an Extension Field to the Search

Make an extension field available in the basic and advanced worklist searches. Extension fields are
automatically added to the basic and advanced enterprise search depending on the extension field type and
the business context. To improve the usability of the advanced enterprise search, you can add the extension
field to a search category. This allows users to search for the contents of an extension field within a particular
category, such as sales orders.

The following table shows which type of search can be used for each extension field type:

Search Type by Extension Field Type

Field Type Basic Worklist Search Advanced Worklist Basic Enterprise Advanced Enterprise
Search Search Search

Amount No Yes No Yes

Date No Yes No Yes

Decimal Number No Yes No Yes

E-Mail Address Yes Yes Yes Yes

Indicator No Yes No Yes

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Field Type Basic Worklist Search Advanced Worklist Basic Enterprise Advanced Enterprise
Search Search Search

List Yes Yes Yes Yes

Text Yes Yes Yes Yes

Time No No No No

Quantity No Yes No Yes

Web Address Yes Yes Yes Yes

Prerequisites

You have created the extension field and have made it visible on the required screens.

Procedure

1. Add an extension field to the basic and advanced enterprise search

1. Navigate to a screen on which the extension field is available and open the Further Usage screen for the
extension field.
To do this, enter adaptation mode and edit the screen. In the adaptation side panel, under Extension
Fields, select the extension field from the list and, under Field Properties, click the Further Usage link.
2. On the Enterprise Search tab, you can view all enterprise search categories to which you can add the
field. This is determined by the business context in which you created the field.
3. To add a field to an enterprise search category, select it from the list and click Add Field.
The enterprise search category determines in which category users will be able to search for the
contents of this field using the basic enterprise search. They can then refine their search by clicking on
Advanced and using the extension field as a search parameter.
4. Close the further usage screen and publish your changes.
2. Make an extension field available in the basic worklist search
To enable the basic worklist search you must have completed step 1. Add an extension field to the basic
and advanced enterprise search. You then have to make the extension field visible in the worklist.
1. Navigate to the work center view in which the worklist appears. For example, the Sales Order view in
the Sales Order work center.
2. From the Adapt menu, select Enter Adaptation Mode . In adaptation mode, select Edit Screen from the
Adapt menu.
3. In the adaptation panel under Extension Fields, select the section corresponding to the worklist table
and select the Visible check box next to the extension field.
4. Save and publish your changes.
The extension field is added to the table as a column. Users will now be able to search for the content
of the extension field using the basic worklist search.

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 3. Make an extension field available in the advanced worklist search
To enable the advanced worklist search, you must have completed step 1. Add an extension field to the
basic and advanced enterprise search. You then have to make the extension field visible on the advanced
search find form.
1. In adaptation mode, navigate to the advanced search find form by clicking the Advanced link at the top
right of the table.
2. Select a query from the Show dropdown list.
Note that when you add an extension field to the advanced worklist search it will only be available for
the selected query. If you want the extension field to be available for multiple queries, you must add it
to each query individually.
3. From the Adapt menu, select Edit Screen.
4. In the adaptation panel under Extension Fields, select the section corresponding to the advanced
search find form and select the Visible check box next to the extension field.
5. Save and publish your changes.
The extension field is added to the selected query. Users will now be able to search the content of the
extension field using the advanced worklist search and the selected query.

2.10.3  Advanced Search

Learn about using advanced search in the solution.

Context

Advanced Search is used for narrowing down the results by using multiple criteria at a time. The filter icon

( ) represents the advanced search and clicking the icon reveals all of the fields that can be used to
narrow down search results. The filter attributes change depending on the type of object or work center you are
reviewing.

Restore and Go are used to reset and apply the filters respectively. All the filtered results are seen in the table.

The other actions available are to save and organize the filtered queries so that you can use it again later. Click
Save Query to save a filtered query. You are prompted to create a name for this query. Once it is saved, it
appears in the object dropdown. You apply the same filters by finding the same query in the dropdown.

You can add or remove search parameters in an existing query and save it as a new personal query. We have the
'save query as' functionality in Fiori client. In Fiori client, an existing saved query can be saved with a different
name with the button Save Query As.

Save Query As feature allows you to create a new personal query from an existing query without having to
redefine parameters again.

You can also manage all the saved search queries by clicking Organize Queries. Clicking Organize Queries opens
a pop-up where you can organize and remove the saved queries. The removed queries are also removed from
object dropdown option.

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  Remember

If a query is set as the default query, you cannot select the Remove checkbox. To delete this query, you first
select some other query as default query from the list. Then, mark the Remove checkbox for the query to
be removed.

Advanced search option is available to search within the results of a simple enterprise search or search on
specific fields names.

Procedure

1. Click Advanced Search icon.

2. Narrow down your search to a specific category by selecting the category in the dropdown list. If you want
to search through the entire system, select All Categories.
3. To narrow your search results, enter more values in the input fields. The table shows how each field affects
your search:

Field Name* Search Effect

Changed On: ... To: Displays items edited between the specified dates.

Owner: Displays items that belong to the specified owner.

ID: Displays items with the specified ID, for example, Product
ID or employee ID.

Description: Displays items that match the specified item description.

* - These fields exist when you chose All Categories. However, the fields vary when different categories are
chosen.

4. To initiate the search, click Search. The solution returns a list of items based on your search criteria.
5. Click Reset to clear your search criteria.

• 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.

Next Steps

The way you search in the solution is unique depending on your needs and so is the way items are displayed.

When viewing objects, you notice the worklists, which are tables that contain documents and tasks. The
worklist provides a summarized view of all your data records. You can use the search and filter options to locate

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the records you need, and an advanced search indicator ( ) is shown when a query with search parameters
is executed. You can also perform actions such as open, edit, create, delete, or release.

Once you have searched and located the correct business object, you can quickly preview the main contents or
make edits.

When you locate business objects, they are displayed as worklist in various views, and you can decide which
view is best for your needs. For example, a table view is a classical list, a chunk view shows the data in four
columns, and the Map View displays Google Maps® or AutoNavi Map® view for the address in the data record.

You also have image view with different image sizes for any lists, where images are configured. Image view
provides information at a glance about objects where visual information is easier to consume. For example,
products, people.

There are three image view sizes supported:

• Large Image view

• Medium Image view
• Small Image view

[Link]  Add an Extension Field to the Search

Make an extension field available in the basic and advanced worklist searches. Extension fields are
automatically added to the basic and advanced enterprise search depending on the extension field type and
the business context. To improve the usability of the advanced enterprise search, you can add the extension
field to a search category. This allows users to search for the contents of an extension field within a particular
category, such as sales orders.

The following table shows which type of search can be used for each extension field type:

Search Type by Extension Field Type

Field Type Basic Worklist Search Advanced Worklist Basic Enterprise Advanced Enterprise
Search Search Search

Amount No Yes No Yes

Date No Yes No Yes

Decimal Number No Yes No Yes

E-Mail Address Yes Yes Yes Yes

Indicator No Yes No Yes

List Yes Yes Yes Yes

Text Yes Yes Yes Yes

Time No No No No

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Field Type Basic Worklist Search Advanced Worklist Basic Enterprise Advanced Enterprise
Search Search Search

Quantity No Yes No Yes

Web Address Yes Yes Yes Yes

Prerequisites

You have created the extension field and have made it visible on the required screens.

Procedure

1. Add an extension field to the basic and advanced enterprise search

1. Navigate to a screen on which the extension field is available and open the Further Usage screen for the
extension field.
To do this, enter adaptation mode and edit the screen. In the adaptation side panel, under Extension
Fields, select the extension field from the list and, under Field Properties, click the Further Usage link.
2. On the Enterprise Search tab, you can view all enterprise search categories to which you can add the
field. This is determined by the business context in which you created the field.
3. To add a field to an enterprise search category, select it from the list and click Add Field.
The enterprise search category determines in which category users will be able to search for the
contents of this field using the basic enterprise search. They can then refine their search by clicking on
Advanced and using the extension field as a search parameter.
4. Close the further usage screen and publish your changes.
2. Make an extension field available in the basic worklist search
To enable the basic worklist search you must have completed step 1. Add an extension field to the basic
and advanced enterprise search. You then have to make the extension field visible in the worklist.
1. Navigate to the work center view in which the worklist appears. For example, the Sales Order view in
the Sales Order work center.
2. From the Adapt menu, select Enter Adaptation Mode . In adaptation mode, select Edit Screen from the
Adapt menu.
3. In the adaptation panel under Extension Fields, select the section corresponding to the worklist table
and select the Visible check box next to the extension field.
4. Save and publish your changes.
The extension field is added to the table as a column. Users will now be able to search for the content
of the extension field using the basic worklist search.
3. Make an extension field available in the advanced worklist search
To enable the advanced worklist search, you must have completed step 1. Add an extension field to the
basic and advanced enterprise search. You then have to make the extension field visible on the advanced
search find form.
1. In adaptation mode, navigate to the advanced search find form by clicking the Advanced link at the top
right of the table.

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 2. Select a query from the Show dropdown list.
Note that when you add an extension field to the advanced worklist search it will only be available for
the selected query. If you want the extension field to be available for multiple queries, you must add it
to each query individually.
3. From the Adapt menu, select Edit Screen.
4. In the adaptation panel under Extension Fields, select the section corresponding to the advanced
search find form and select the Visible check box next to the extension field.
5. Save and publish your changes.
The extension field is added to the selected query. Users will now be able to search the content of the
extension field using the advanced worklist search and the selected query.

2.11 Notification

Notifications are a way to let you know that something new has happened so you don't miss anything that
might be worth your attention.

The notification is located on the top right, next to the search icon. It displays the category of actions, the time
occurred, unsubscribe from the e-mail, and more details. Clicking or tapping the icon !, opens a dropdown list
that has the recent notifications with the object type information, actions, and option to view the entire detail
about a particular notification. The dropdown displays maximum five items in the list.

Each category of notification has its own set of actions. Subscribe, Unsubscribe, Undo, Approve, Decline,
Dismiss are few of the common actions. When you click,View All you’re directed to the notification center
where you can see the entire list of notifications in a separate tab.

In the notification center, you can select what kind of notification you want to see from the variant dropdown or
search for a particular notification. Notification category indicates the type of object and is differentiated by the
icon used in front of each notification item. You click or tap the More link to navigate to a particular object in a
separate tab.

By enabling a company setting, you can hide the notifications and the notifications icon. As a prerequisite, your
administrator must go to Company Settings and toggle on the button Hide Notification. Seeing notifications can
be disruptive, and also takes space on the screen.

2.12 Map

Learn how to use the map feature based on Google maps or alternatively AutoNavi maps, that provides data
with an interactive map in different objects.

Scope and Configure [page 72]

Administrators can configure Google Maps or AutoNavi Maps for different accounts.

Work with Maps [page 73]

Sales representatives are constantly on the go, and the ability to pull up an interactive map in your
solution and find which leads, companies, and contacts are nearby is invaluable.

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2.12.1  Scope and Configure

Administrators can configure Google Maps or AutoNavi Maps for different accounts.

Context

Learn how to configure the maps mashup to enable map view.

To enable map view via mashup, proceed as follows:

Procedure

1. Choose Administrator Mashup Authoring .

2. On the Mashup Authoring screen, select Custom Mashups from the dropdown menu.
3. Perform a search for the mashup ID.
The mashup IDs for the available maps are as follows:
• Google - SM00078
• AutoNavi - SM00079: For use in the countries/regions such as China where Google Maps are not
supported.
4. Select the mashup and click Enter API Keys. The Enter API Keys dialog box opens.
5. Click Show API Key and, in the API Key Value column, enter the API key that you received from the service
provider.
6. Save your changes.
• The use of the Google Maps Service is subject to Google Terms of Service, which are written in http://
[Link]/intl/en/policies/terms/ . If you do not accept such Terms of Service, including
but not limited to all limitations and restrictions therein, you may not be able to use Google Maps
Service in SAP Cloud for Customer. The use of Google Maps Service in or through SAP Cloud for
Customer constitutes your acceptance of Google Terms of Service, and it can be terminated by SAP
without reason at any time and SAP is not required to provide an equivalent service via another
provider.
As a prerequisite, please create a support ticket to obtain and use the SAP API key for Google Maps.
• The use of AutoNavi Maps Service is subject to AutoNavi Terms of Service, which are written in
[Link] . If you do not accept such Terms of Service, including but not
limited to all limitations and restrictions therein, you may not be able to use AutoNavi Maps Service
in SAP Cloud for Customer. The use of AutoNavi Maps Service in or through SAP Cloud for Customer
constitutes your acceptance of AutoNavi Terms of Service, and it can be terminated by SAP without
reason at any time and SAP is not required to provide an equivalent service via another provider.

 Note

As of the August 2022 release, SAP doesn’t provide any API keys to the customers for AutoNavi
Maps configuration.

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2.12.2  Work with Maps

Sales representatives are constantly on the go, and the ability to pull up an interactive map in your solution and
find which leads, companies, and contacts are nearby is invaluable.

Selecting the Map view displays the addresses from the solution as pins on the map based on the business
object you choose for the map view, and is fully navigable. The map view results are displayed with pagination.

 Note

In the Fiori client, you use Google maps.

The following objects are supported for map view:

• Accounts
• Visits
• Tours
• Route Planning
• Activity List
• Appointments
• Tickets
• Work Tickets
• Ticket Hierarchy
• Target Groups
• Assignments
• Installed Base
• Registered Products
• Utilities Premise (object and tab)

Activate Map

You can activate the map by selecting Google or AutoNavi in Settings. This setting is maintained the next time
you use the map.

 Note

• Configure Google Maps or AutoNavi Maps before activating it. For more information on configuring
map, see the Related Links section. If both Google Maps and AutoNavi Maps are configured, Google
Maps is loaded by default. However, in the countries/regions where Google Maps isn’t supported, such
as China, AutoNavi Map is loaded.
• Addresses must be maintained in Chinese or using Latitude and Longitude for pins to be displayed on
AutoNavi Map.
• For AutoNavi maps, it is recommended to use the Microsoft Edge browser to avoid location tracking
issues.

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Map Settings

You launch the map settings by selecting the map icon on the right bottom corner of the map. Here you can
define the Map Style and enable or disable different controls on the map with Map Buttons.

Map Style

Map style allows you to choose a map type to display. Default view is selected and you can see the elevation
of the landscape, like mountains and canyons by enabling terrain. Contour lines overlaid on the map show
elevation and gray numbers show altitude. The other view is the Satellite view with aerial imagery of landscape.
You can turn on the label to see the tagged areas in the aerial view.

Map Buttons

The Map contains user interface elements to allow user interaction with the map. These elements are known as
controls and you can enable or disable these controls in your application. Alternatively, you can do nothing and
leave it to the defaults.

See the list of controls you can use in your maps:

• Zoom in/Out control displays as icons (+ and -) in the top-right corner of the map and is used for changing
the zoom level of the map.
• Current location icon displays your existing position.
• Street View control can be enabled for street view.
• Search Nearby is available when you select the Search Nearby button. You can cancel the search by
selecting the Nearby X button. Search nearby captures a radius of 25 miles around your current location.
• Search Map Area is available when you pan or zoom the map. You can turn on the search by selecting
Search Map Area button on the map and cancel by selecting Map Area Search X button. Search map area
takes the visible area of the map and finds objects within the area.

 Tip

You can see the Search Map Area button on the map after you turn on Search Map Area in Settings.

 Note

Search nearby and search by area functionality is available in map and is supported in the following map
views:

• Accounts
• Visits
• Route Planning
• Appointment
• Installed Base
• Registered Product

Nearby Search and Search by Area feature is not enabled by default and requires the administrator to
enable it under Adapt Company Settings General and select the checkbox Enable Nearby Search
and Search by Area on the Map.

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  Note

Maintain the latitude and longitude information for objects to see the map pins in search nearby and search
by area mode. For more details on the topic, see the Related Links section.

Map Pins

 Note

Maintain the latitude and longitude information for objects. Otherwise, the map pins don't show up in the
search nearby and search by area mode. For more information, see the Related Links section.

Map pins are shown in two different colors based on the account role. A blue color map pin represents a
customer and a purple color map pin represents a prospect. With this color coding feature, you can quickly
identify and distinguish between a customer and a prospect account on the account map.

 Note

This feature is available only on the account map view for the account roles customer and prospect. Any
other roles maintained show up in the default blue pin color.

Show Region-Based Map

 Remember

The display of international boundaries based on geolocation tracking is currently supported only in Google
Map.

You can enable the region-based map setting to show regional international boundaries for your country/
region. When you use the map feature in the app, your country/region's boundaries may not be clearly
demarcated, if they are under territorial dispute. That is, when you log on from your country/region, you can
view all the borders of your country/region marked with a solid black line. However, if you log on from a
different country/region you will notice that the areas under territorial dispute are marked in dotted lines.

You can enable how the map shows up based on the company setting Enable Geolocation Tracking. When the
company setting is enabled by the administrator, you see a localized version of the map as in the web. With
the setting enabled, you see a pop-up from the system asking to know your current location. If you allow the
system to track your location, you see a region-specific display of the map. In future, if you don’t want to allow
the geolocation tracking, you can block the geolocation tracking from under your browser settings. When you
block the geolocation tracking, then Google map API of default country/region, United States of America is
displayed.

 Remember

Geolocation tracking is only used to show regional international boundaries for your country/region.

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Related Information

Configure Maps [page 163]

Administrators can configure Google Maps or AutoNavi Maps for different accounts.

Configure Address Validation for Geo Tracking [page 163]

Administrators can configure address validation for geo tracking using standard microservices from SAP
Cloud Platform.

2.13 Support and Help

Learn about creating incidents to report issues encountered in the solution.

As you're working, if you encounter unexpected behavior in the solution that interrupts your work or reduces
the quality of the service, you can search the Help under the user menu for more information or create an
incident that is sent to your system administrator. Help launches the Help Center. You find company-specific
help information plus links to the SAP standard documentation, channels, and community in the Help Center.

Company-specific help can be authored in Fiori client. You can define company-specific help for current screen
or all screens.

Report Incident and Process Incident links are available in the Help Center. You can report incidents via the link.
And, the administrator can also process incidents in Fiori client. However, Direct Forward of incidents is not
available to administrators in Fiori client.

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You can create an incident by going to the user menu and selecting the menu option Report Incident. Your
administrator is the first line of support but if they can't solve the issue for you, they can send the incident to
SAP for further investigation.

When creating an incident, be sure to create it from the screen where you're experiencing the issue because
the system takes a screenshot and automatically attaches it to the incident. You can also add highlights or
callouts on the screen to help support better understand what happened.

To help support process your incident more quickly, always include step-by-step instructions on how to re-
create the behavior you're reporting.

Direct Forward button is available under incident reporting for administrators. The administrator can directly
forward the incident to SAP by selecting the button. The new button reduces the number of clicks required to
send the incident to SAP.

After you submit an incident, you can track it for updates via the menu option Track my Incidents under your
user menu.

We have two real-time support features for the administrators in Fiori client- SAP Expert Chat and Schedule An
Expert.

Prerequisite: One time S-User registration is required to use the real-time support features. For more
information, please contact our Customer Interaction Center .

SAP Expert Chat and Schedule An Expert in the SAP Cloud for Customer app can be accessed from the User
menu> Help Help Center Other Helpful Links .

 Note

SAP Expert Chat link is available in Fiori Client. Both features require S-User registration to access it and are
available as a secure link via launchpad.

• Expert Chat::
You can now access the launchpad SAP Expert Chat directly from your tenant. The new link opens the SAP
launchpad chat tool and gives you access to additional support channels to report a new or an existing
issue.
You can chat with product support specialists as well as with our customer interaction teams for updates
on existing incidents. Each chat generates an incident that you can view and edit from the SAP Support
launchpad. The incident contains the chat transcript and can be used to follow up on the reported issue.
However, the chat incidents aren’t visible in the tenant built-in support. Find more details on the new SAP
Expert Chat channel .

 Remember

One time S-User registration is required to access chat. For more information, please contact our
Customer Interaction Center .

.
• Schedule An Expert::
With Schedule an Expert, you can book an online session and reduce the number of delayed messages
and information requests that you get from support. You can speak with a support engineer and discuss
the technical details of your open incident by scheduling a 30-minute Skype call. Find more details, refer
to SAP Expert Chat channel . For more information, refer to the Schedule an Expert user guide user
guide .

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  Remember

One time S-User registration is required to access and use the chat. For more information, contact our
Customer Interaction Center .

If you require more help than just product support, contact the consulting services .

Incident Management [page 78]

An operator or administrator is responsible for managing incidents reported by users in the company
and, in some cases, for those reported automatically as a result of health checks.

Scope and Configure [page 80]

The administrator can maintain settings of the task types for tasks, alerts, and notifications under
Administrator Business Task Management .

Tasks in Incident Processing [page 81]

When a new incident is reported or changes are made to an incident you are working on, you receive a
task or notification.

2.13.1  Incident Management

An operator or administrator is responsible for managing incidents reported by users in the company and, in
some cases, for those reported automatically as a result of health checks.

As an operator or administrator, you are responsible for managing incidents reported by users in your company
and, in some cases, for those reported automatically as a result of health checks. If you are unable to solve an
incident yourself, you can forward it to your provider to request assistance. Since the provider and requester
cannot communicate directly with one another, you as the processor of the incident are responsible for
information flow, for example, for forwarding a solution proposed by the provider to the requester of the
incident.

The Incidents view provides all the tools you require to manage incidents.

• Incident Overview:
An incident is a non-standard occurrence in the system that interrupts the operation of a service, or may
reduce the quality of a service immediately or in the near future. An incident appears to the user as
unexpected system behavior, such as:
• An unexpected or unclear error message on the screen
• Incorrect or missing data
• System performance problems
If you encounter a problem in the application, you can search existing knowledge bases for a solution. If no
solution is available, you can report an incident to your key user to request help in solving the problem.
• Incident Priorities:
When a user reports an incident, he or she must assign it a category and priority so that you as the
processor can see at a glance what kind of problem has occurred and what impact it has on business
productivity.

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 The following priorities are available:

Business Impact for Incident Priorities

Priority Business Impact

Very High Critical business processes are affected and crucial tasks cannot be carried out. The incident
requires immediate attention because it could result in business downtime for the organiza­
tion. Security-related incidents must always be assigned this priority.

High Key business processes are affected and important tasks cannot be carried out. The incident
requires prompt attention because it could delay business processes.

Medium Business processes are affected, but the incident has only a minor impact on business produc­
tivity.

Low The issue has little or no effect on business processes.

• Incident Statuses:
The status of an incident changes depending on the actions performed on it by the requester, you as the
processor, and your provider if you forward the incident to him or her. The statuses visible to you differ
slightly from those visible to the requester. The following statuses are visible to you as the processor of the
incident:

Incident Status Descriptions

Status Description

New The incident has recently been reported and has not yet
been taken over for processing.

In Process The incident is being processed.

In Process – Provider Action The processor has forwarded the incident to the provider,
from whom action is now required.

In Process – Requester Action Action is required on the part of the requester of the inci­
dent.

In Process – Solution Proposed A solution has been proposed to the requester, from
whom action is now required.

In Process – Reopened The requester has rejected a proposed solution and the in­
cident requires further action on the part of the processor.

Completed – Solution Accepted The requester has accepted a proposed solution and the
incident is resolved from his or her point of view.

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 Status Description

Completed – Solution Rejected The requester has rejected a proposed solution, but has
canceled the incident because it is no longer valid or has
been solved by other means, or the processor has com­
pleted the incident on behalf of the requester after the
requester rejected the proposed solution.

Completed The requester has canceled the incident, the processor

has completed the incident on behalf of the requester, or
no changes have been made to the incident for 90 days
and it has been completed automatically.

Closed The processor has closed the incident after the requester
canceled it or after the incident was completed automati­
cally because no changes were made to it for 90 days.

Closed – Solution Accepted The processor has closed the incident after the requester
accepted a proposed solution.

• Health Check Incidents:

The system can report incidents as a result of health checks. Health checks are automated tests that
proactively monitor the system and alert administrators or providers when a problem is detected. Most
health check incidents are routed directly to the provider for processing. When a health check detects a
problem that requires the attention of the administrator, the incident appears in the Incidents view.
• General Information on Support:
Support is available 24 hours a day, 7 days a week for all administrators and is offered in the local language
during business hours (9:00 a.m. – 5:00 p.m. local customer time). Outside of business hours, support is
provided in English for Very High priority incidents only.

2.13.2  Scope and Configure

The administrator can maintain settings of the task types for tasks, alerts, and notifications under
Administrator Business Task Management .

It is possible to configure certain elements of some of the notifications in the Business Task Management for
Incident Management business configuration activity. To find this activity, go to the activity list of your project
from the Implementation Projects view.

If the activity is not part of your project, you must add it.

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2.13.3  Tasks in Incident Processing

When a new incident is reported or changes are made to an incident you are working on, you receive a task or
notification.

The different tasks in incident processing are:

[Link]  Track Incidents

All incidents reported by users, and some health check incidents, are forwarded to the Incidents view where
you can view them in detail.

You can control which incidents are displayed in the Incidents view by selecting one of the following values from
the Show dropdown list:

Incident Status Descriptions

Status Description

New Incidents Incidents that have not yet been taken over for processing.

My Open Incidents Open incidents for which you are specified as the processor.

Incidents Where Provider Needs More Information Incidents that the provider has returned to the processor
with a request for additional information to help resolve the
issue.

Incidents with Solution Proposal from Provider Incidents for which the provider has proposed a solution
to the issue reported but that the processor has not yet
proposed to the requester.

Incidents in Process Incidents that require action on the part of the processor,
that is, incidents that the processor has taken over for proc­
essing and those that have been returned to the processor
by the requester.

My Team's Open Incidents Incidents for which your team is responsible. (The team is
based on your organizational assignment.)

Incidents in Process by Provider Incidents that have been forwarded to your provider, who is
currently attempting to find a solution to the issue reported.

Incidents Requiring Action by Requester Incidents that have been returned to the requester with a
proposed solution or a request for additional information.

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Status Description

Completed Incidents Incidents that are resolved from the requester's point of
view, that is, incidents that the requester has canceled be­
cause they are no longer relevant or have been solved by
some other means, or for which the requester has accepted
a proposed solution. Incidents that the processor has com­
pleted on behalf of the requester or that have been com­
pleted automatically because no changes were made to
them for 90 days are also displayed in this list.

Closed Incidents Incidents that are resolved from the processor's point of
view, that is, incidents that the processor has closed.

Once an incident has been closed, it can no longer be edited

in any way.

All Incidents All incidents, regardless of their current status.

If you select Incidents with Solution Proposal from Provider, you can further refine the incidents displayed by
filtering the Provider Solution field. The following statuses are available:

Status Description

Blank The provider has not proposed a solution.

Proposed The provider has proposed a solution.

Rejected The processor has rejected the provider's solution and re­
turned the incident to the provider for further analysis.

More Info Needed Your provider requires more information from you (or the
requester) to resolve the incident.

To view the details of an incident, click its ID.

[Link]  Assign an Incident to Another User

Learn how to assign an incident to another user.

Context

If, for example, you are going on vacation and need to ensure that incidents you are currently working on or
new incidents you would normally process yourself are processed by one of your colleagues, you can assign
a specific processor to an incident. You can also use this option if you are unable to solve an incident you are
working on and want to assign it to a colleague for further analysis.

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Procedure

1. Open the incident for editing by selecting it from the list on the Incidents view and clicking Edit.
2. In the Processor field, enter the name of the colleague to whom you want to assign the incident.
3. In the Processor field, enter the name of the colleague to whom you want to assign the incident.
4. Click Save. The key user to whom you have assigned the incident is informed that he or she must start
processing the incident.

[Link]  Take Over a New Incident for Processing

Learn how an administrator takes over a new incident to process it.

Procedure

1. From the Show dropdown list, select New Incidents.

2. Select the incident you want to process, and click Edit.
3. From the Action dropdown list, select Start Processing.
4. Click Save. Your name appears in the Processor field and the status of the incident changes from New to In
Process.

The administrator can also take over an incident with any status for processing. If, for example, one of your
colleagues is ill and you need to take on his or her tasks at short notice, you can take over an incident that
your colleague has already started processing.

From the list on the Incidents view, select the incident you want to process and click Take Over.

Your name appears in the Processor field but the status of the incident does not change.

[Link]  Process an Incident

The following steps are involved in processing an incident.

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[Link].1  Search for a Solution

Steps to search for a solution for a new incident in the solution.

Procedure

1. Take over the incident and open it for editing. If you want to search for a solution without first taking it over
for processing, for example, to scan through a list of new incidents to see which ones you can solve quickly
and which ones require more effort and may need to be distributed among other administrators, click the
ID of an incident to view its details and then click Start Solution Search. You can then search for a solution
as described below.
2. Look at the incident details and determine whether you can solve the incident immediately. Especially
helpful is the information on the Screenshot tab, which shows a screenshot of the system at the time at
which the problem occurred. The requester can annotate this screenshot to further illustrate the problem
and help you to understand it more quickly.

The Screenshot tab is only displayed if a screenshot has been attached to the incident. A screenshot is
attached automatically to each incident when it is reported unless:

• The requester deselected the Screenshot Relevant checkbox in the Enter Incident Information step
when reporting the incident.
• The requester reported the incident from the Add-In for Microsoft Excel.
• The system could not take a screenshot for technical reasons.
3. If you cannot solve the incident immediately, click Solution Search to search existing knowledge bases for a
solution to the problem.
4. On the Search tab, in the Find field, enter key terms relating to the incident (for example, sales order).
To refine your search, you can click Advanced and define additional search criteria such as the work center
and work center view on which the problem occurred. It is possible that the system has prefilled some of
the additional search criteria fields that are displayed when you click Advanced. To increase the number of
hits your search returns, clear the values in these fields.
5. Click Go. The system searches the following repositories for solutions to the problem:

Repository Description

Community Resources Discussion forums in which users can post questions and
discuss topics

Troubleshooting A collection of common problems, along with their solu­

tions or workarounds

Built-In Help The documents and learning content delivered with the
solution

• The system displays the documents that match your key terms. The solution search is not language-
specific, which means that the results list may contain documents in languages other than your
application language if your key terms were found in these documents.

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 • The display language of your Web browser determines the language in which the documents are
displayed. This means that if you click a document in the results list that has an English title, but
your Web browser language is German, when you open the document it is displayed in German if the
document is available in German. To change the language in which documents are displayed, change
the language of your Web browser.
• To group the search results by repository type, from the Group By dropdown list, choose Repository
Type.

 Tip

• If you enter keywords in a language other than English and you receive too few hits, repeat your
search using English keywords to increase the chance of receiving a larger number of hits.
• Another reason for which you may receive too few hits is that the system has prefilled some of
the additional search criteria fields that are displayed when you click Advanced. To increase the
number of hits your search returns, clear the values in these fields.

6. Click the title of the document you want to read and determine whether it solves the problem.
7. If you find a document that solves the problem, add it to the incident by selecting the In Collection
checkbox. Documents that you attach to the incident as solution proposals are listed on the Solution
Collection tab. If you cannot find a document that resolves the incident, forward the incident to your
provider with a request for assistance as described below under Forward an Incident to the Provider.

[Link].2  Ask the Requester for More Information

If you have a question about the issue, you can return the incident to the requester asking for more information.

Procedure

1. Open the incident for editing.

2. From the Action dropdown list, select Send to Requester.
3. Click Add, then choose Note for Requester and enter your question in the text field. If you require a record
of the exact steps the requester carried out immediately prior to the issue occurring, enter a note in
the text field asking the requester to use the trace function to reproduce the issue. An explanation of
this function is provided as a rollover explanation for the Start Trace button on the screen for editing the
incident.
4. Click Save. The status of the incident changes to In Process — Requester Action and the requester
is informed that action is required on his or her part.

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[Link].3  Edit an Incident Without Changing Its Status

If you have already started to process an incident, you can add information to it without changing its status.

Procedure

1. Open the incident for editing.

2. Click Add, then choose Note for Provider, Internal Comment, or Note for Requester as appropriate, and
enter your comment in the text field.
3. Click Save.
• If you choose Note for Provider, the provider is informed that you have added information to the
incident, and can open the incident to view the information you have added.
• If you choose Internal Comment, only you can see the information you add. If you then return the
incident to the requester or forward it to another key user, however, the information is also visible to
this user. This option is also useful, for example, if the status of an incident is Completed, Completed
– Solution Accepted, or Completed – Solution Rejected and you want to add a note for
yourself with information that helped you to solve the incident.
• If you choose Note for Requester, the requester is informed that you have added information to the
incident, and can open the incident to view the information you have added.

[Link].4  Forward an Incident to the Provider

If you cannot find a solution to an issue, forward the incident to your provider to request assistance.

Context

If you forward the incident to the provider, he or she may forward it to SAP for further analysis. If SAP’s
root cause analysis shows that the incident results from a partner product which has been licensed, SAP
may forward this incident, including all corresponding context data, to the support organization of the partner
responsible.

Prerequisites: You have maintained your contact information. You must provide a telephone number and E-mail
address so that the provider can contact you directly.

Procedure

1. Open the incident for editing.

2. From the Action dropdown list, select Send to Provider.

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 3. Check that the entry in the Application Area field is correct and change it if required.
4. Click Add, then choose Note for Provider.
5. In the text field, enter information about why you are sending the incident to the provider. If the incident
you are forwarding has Very High priority, document the business impact in this field so that it is
immediately apparent to the provider.

For security reasons, never include your password or that of the requester anywhere in the incident.
6. Click Save. The status of the incident changes to In Process — Provider Action. Receipt of the
incident by the provider is indicated in two ways:
• A value is displayed in the External Reference ID field. This is the ID that has been assigned to the
incident in the provider's system.
• A Note from Provider is displayed on the General tab to the effect that the incident has arrived at
the provider.

[Link].5  Send Additional Information to the Provider

If you have already forwarded an incident to your provider and want to provide him or her with additional
information, perform the following steps:

Procedure

1. Open the incident for editing.

2. Click Add, then choose Note for Provider.
3. Enter the information you want to provide in the text field. If relevant, add a file or link to the incident as an
attachment.
4. Click Save. The status of the incident does not change.

[Link].6  Reply to a Question from the Provider

If the provider has returned the incident to you with a request for more information, reply to the question by
performing the following steps:

Procedure

1. Open the incident for editing.

2. From the Action dropdown list, select Send to Provider.
3. Click Add, then choose Note for Provider.
4. Enter the information you want to provide in the text field. If relevant, add a file or link to the incident as an
attachment.

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5. Click Save. The status of the incident changes to In Process — Provider Action.

[Link].7  Propose a Solution to the Requester

If you have found a solution to the issue, or your provider has proposed a solution, return the incident to the
requester along with this solution.

Procedure

1. Open the incident for editing.

2. From the Action dropdown list, select Propose Solution.
3. Click Add, then choose Note for Requester and enter an explanation in the text field. If you have found a
document that describes the solution you want to propose, add it to the incident as described above under
Search for a Solution.
4. Click Save. The status of the incident changes to In Process — Solution Proposed and the requester
is notified that action is required on his or her part.

[Link].8  Return an Incident to the Provider

If the solution proposed by your provider does not solve the problem, return the incident to him or her.

Procedure

1. Open the incident for editing.

2. From the Action dropdown list, select Send to Provider.
3. Click Add, then choose Note for Provider.
4. In the text field, enter the reason for which you are returning the incident.
5. Click Save. The status of the incident changes to In Process — Provider Action.

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[Link].8.1  Use Application Sharing

The provider can initiate a secure application sharing session with you or any user in your company.

Context

To do this, the provider sends you a session request that includes the session number. When you receive a
request, start the session at the appointed time by performing the following steps:

Procedure

1. Open the incident for editing.

2. Click Start Remote Support. A new browser session opens and the Netviewer Web page appears.
3. Select the language for your session, then click the icon under Click to start the Netviewer one2meet
participant program.
4. Click Run.

Depending on your security settings, you might have to click Run more than once.
5. Enter the session number that appears in the request from your provider. (You do not need a password to
join the session.)
6. Click Connect. The Netviewer screen appears.
7. Follow the steps on the screen and agree to share the content of your screen with the provider.
8. If you want to keep a copy of the Netviewer session log file, click Save.

To view the log file, you need the Netviewer NetPlayer, which you can download from the same Web page
from which you started the session.

[Link].8.2  Process a Health Check Incident

When you receive a health check incident, the steps you need to follow to solve the issue are listed in the
message. Health checks appear in your application language.

Context

The description appears in English by default. This ensures that the provider can understand it. You can view
the information in your application language by clicking Health Check.

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To resolve the incident, perform the following steps:

Procedure

1. Take over the incident and open it for editing.

2. Read the instructions in the health check message and perform the steps listed there.
3. If completing the steps solves the incident, from the Action dropdown list, select Complete.
4. Click Save. The status of the incident changes to Completed and you can then close it.
5. If completing the steps does not solve the incident, from the Action dropdown list, select Send to Provider
to forward the incident to the provider. If you want to include additional information in the health check
incident you are forwarding, you can add or update attachments or click Add, then choose Note for All
Parties Involved to enter additional information in the text field.

If you add text using this feature, everyone involved in processing the incident (the processor and provider)
is able to read it.

If necessary, you can also change the priority of the incident.

6. Click Save. The status of the incident changes to In Process — Provider Action.

[Link].9  Close an Incident

Learn how an administrator closes an incident.

Context

If the status of an incident is Completed, Completed — Solution Accepted, or Completed — Solution

Rejected, the Close option becomes available to you in the Action dropdown list so that you can indicate that
the incident is resolved from your point of view.

Procedure

1. From the Show dropdown list, select Completed Incidents.

2. Open the incident for editing.
3. From the Action dropdown list, select Close.
4. If necessary, click Add, then choose Internal Comment and enter a note in the text field.
5. Click Save.
• If the status of the incident was Completed — Solution Accepted, it now changes to Closed —
Solution Accepted.

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 • If the status of the incident was Completed or Completed — Solution Rejected, it now changes
to Closed.
6. The incident is now closed and can no longer be edited.

[Link].10  Escalate an Incident

Incident Escalation Management is an exceptional process for handling critical incidents that cannot be solved
satisfactorily or within a reasonable period of time by the Incident Management process.

Prerequisites

You have submitted an incident with Very High priority and its initial response time (IRT) has been exceeded.

A Very High priority incident is justified in the following situations:

• You cannot access your application at all.

• The go live of your application or an upgrade of your system is endangered.
• Your core business processes are suspended and no alternative processes are available.
• Your incident requires immediate attention because the current issue leads to serious losses for your
business.

To request escalation, call the emergency hotline for your country and provide the following information:

• The incident ID
• The business impact of the incident
• The name of at least one contact person and his or her telephone number and E-mail address (ensure that
this person can be contacted 24 hours a day, 7 days a week)

[Link].11  Complete an Incident on Behalf of the Requester

If it is not possible for the requester to complete an incident, for example, because he or she has left the
company, you as the processor must complete the incident on the requester's behalf.

Procedure

1. Open the incident for editing.

2. From the Action dropdown list, select Complete.
3. Click Save. The status of the incident changes to Completed (or Completed – Solution Rejected if
the requester has already rejected a proposed solution) and you can then close it.

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Next Steps

You can set an incident to complete quickly without opening the incident, by clicking the Complete button. The
button is also available in the incident edit screen. However, you have to explicitly click Save after clicking the
Complete button.

[Link].12  Cancel an Incident

Learn how an administrator cancels an incident.

You can only cancel an incident when the incident IDs are generated. You cannot cancel an incident if the ID of
the incident is pending in Help Center Track My Incidents . The Cancel Incident button is disabled for such
incidents until the incident IDs are generated.

2.14 Side Pane

The side pane appears on the right side of the main content.

Side pane is seen in three areas on the user interface. It is available in the work center view and in the detailed
view. It is also available as a global side pane in the personalization and adaptation mode or in the help center
view.

• In the work center view - The pane appears at the right side of the screen. It contains key information
pertaining to the selected item in the list. Currently, the side pane in the work center is used for showing
machine learning content. The groups are divided sections of the side pane that hold related information
together.
• In the detailed view - The pane appears on the right side of the screen. It contains key information
pertaining to the item and can be accessed throughout all of the tabs. The pane is mainly for viewing and
light editing. It acts as a resource for accomplishing tasks inside the detail view. The side pane is divided
into sections with relevant information. These groups are configured by you.

 Note

• Expand or Collapse - You can click the active tab to collapse the pane. Clicking on any tabs in the
collapsed mode expands the pane again, and the clicked tab is the active tab.
• The system remembers last state - The last state of the pane is remembered by system for the
next time you sign into your account. For example, if you collapsed the pane the last time you were
logged on, then you see that the pane as collapsed when you sign into you account.

• As a global side pane in the personalization and adaptation mode or in the help center- The global side
pane appears on the right side of the screen in the personalization or adaptation mode or when the help
center is launched.

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2.15 Personalization

Learn how to personalize the solution settings to suit your needs.

When SAP Cloud for Customer is implemented by your administrator, they will define the way your system is
displayed. Since personalization is all about you, tweak the solution into your solution so that it best suits your
working style and uniqueness.

As an end user, you can for example, add your own background image, use drag and drop to easily move screen
sections to another location, set the regional time settings, select whether to display additional onscreen
explanatory text, and manage passwords and certificates.

Go a step further in your personalization experience by adding, changing or hiding labels and adding mashups.
You can also create new queries, change the default queries, and organize the queries in each screen to save
time. The personalization settings that you make on the screen take effect immediately. You can go ahead
and accomplish your daily activities without having to restart the system. If you ever decide to go back to the
original personalization settings, you can set it back to default.

Personalize your SAP Fiori Client [page 94]

Learn how you can personalize the solution with your preferences regarding system setting, navigation
settings, content, and layout settings with SAP Fiori client.

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2.15.1  Personalize your SAP Fiori Client

Learn how you can personalize the solution with your preferences regarding system setting, navigation
settings, content, and layout settings with SAP Fiori client.

[Link]  Personalize Your Screen

You can personalize your screen in the Fiori Client UI.

The following table gives a list of all the UI elements that you can personalize:

Action UI Elements

Show and Hide • Fields in Header, Object List, Search Filter

• Sections
• Panes
• Tabs
• Buttons, Menu Items

Rearrange • Fields in Header, Object List, Search Filter

• Sections
• Panes
• Tabs
• Menu Items

Sort and Group Columns

On the Fiori Client UI, click your profile on the top right corner of your screen, and select Start Personalization.
The system opens the Personalization Mode side pane.

In the personalization mode, you can do the following:

• To select an area on the screen, right click (for Windows) and tap with two fingers (for Mac).

• To directly edit an area, use . The selected area is indicated by and a yellow border. The
corresponding rows,columns, or buttons appear on the right pane.

• To hide or show fields, use .

• To navigate to the parent section, use .

• To navigate to the child section, use .

• To change the sequence of fields, drag and drop them on the right pane using .

For the changes to take effect, click your profile, and select End Personalization. To discard the changes, select
Discard Personalization Changes.

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[Link]  Work with Implicit Personalization of Data Set View,
Column Width and Action

The system remembers your behavior as you navigate the data set view, change the column width and the
action choice you make and displays the selections made the next time you log in.

• Data Set view:

Whenever you change the data set view /visualization, then the system remembers the change and shows
it the next time you log in to the system. For example, when you change from list view to chunk view, the
next time you log on to the same device, you will see the data set in chunk view.
• Column Width:
Whenever you change the column width in the data set, the system remembers the change and shows it
the next time you log in to the system.
• Last Performed Save Action on Create:
The system remembers the choice of save action selected by you when you create an object on a specific
device. For example, in the account creation screen, the default selection is Save. If you select the save
option as Save and Open during account creation, then the next time you create an account (on the same
device) you will see Save and Open as the default selection.

If last selected action is hidden in certain scenarios, then it does not show as the default selection. Instead the
default selection of quick create component is seen. For example, Save in account creation screen.

[Link]  Personalize the Home Page Settings

Home page setting is available as a gear icon on the top right.

Select/tap the gear icon to personalize your home page settings.

You can do the following under home page settings:

• Disable home page as start page

Administrators and business users not actively using the home page, can disable home page from being
the default landing page. With this setting, the first work center view defined for the user or role in user
interface, becomes the default landing page for the Fiori client.
In the personalization and adaptation mode on home page, the user and the administrator can uncheck the
checkbox Set home page as the start page under settings.
• Show cards in groups
Administrator can provide grouping of cards for a user role by selecting the checkbox Show cards in Groups
under home page settings.

 Note

Add Group for cards is only available if it is enabled by your administrator.

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[Link]  Customize Solution with Your Brand

The Theme Builder is a tool to create a theme to match the branding of your company. Theme builder gives you
advanced control over the look and feel of your app.

Context

You can customize the look and feel of your solution with your company branding using the Theme Builder.
There are four themes available:

• SAP Belize
• SAP Belize Deep
• SAP Quartz Light
• Saphira

SAP Quartz Light theme is the default theme available and provides consistent look-n-feel across all SAP
Customer Experience solutions.

 Note

Only if you’re using Blue Crystal theme, you see the transition to SAP Quartz Light, as SAP Blue Crystal
Theme is retired and not available for selection. However, if you’re using the SAP Belize, SAP Belize Deep or
a Custom theme, then you aren’t affected by the change.

Your administrator can enable the themes under User menu, navigate to Settings Branding Theme
Builder .

 Note

• SAP Quartz Light theme selection can only be done on desktop and laptop.
• It’s recommended to use SAP Quartz Light theme with the company setting - Enable New Navigation
Menu in Fiori Client
• For the first time user, a theme is selected and published by default and applied for all the end users.
However, if you want to define your own custom theme, then click Custom Theme.

Under custom theme, you can make finer adjustments to the color in theme builder via the color picker.

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To create a custom theme for branding, follow these steps:

Procedure

1. Go to User menu and navigate to Settings Branding to access the Theme Builder.
2. Choose Custom Theme. You can see the list of UI elements that you can edit for the company brand.
Default values are set to the previously published theme.
3. Select the hex code or the color box. Selecting the color box shows the color picker overlay and you can
change any color there for the UI elements listed, to a desired state color. For example, you can choose
Global Background and change to the background color you want.

You can view the changes in real time as you change in the UI element.
4. Select Save to save the changes.

You have the Clear All button to remove all the custom theme selection in one go. You can also see the
original theme from which the new custom theme is created. For example, If the published theme is SAP
Fiori, and then you chose to select the custom theme, you can see that the custom theme is an extension
of the SAP Fiori theme.

 Restriction

Before you select the custom theme from a published theme, you need to refresh the screen to see the
correct theme from which the new custom theme is created.

5. Your administrator can then publish the theme for all the user by selecting Publish. When the selected
theme is published, the check mark appears for custom theme.
6. If you don’t like the changes you made, select Revert to revert to the previous published theme.
• You can also export a custom theme from the test system and import it into the production system.
• Custom theme is available only in the SAP Fiori client (responsive user interface), both in the browser
and the extended apps.

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Results

Using this tool, you can create a theme to match the branding of your company. The following solution areas
can be customized under custom theme:

• Global

• Navigation Pane

• Flag, Favorite, and toolbar

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 • List and Table view

• Detail View

 Note

All the custom changes made under the detail view section, are reflected in the new quick view and the
detail view on the user interface.

• New Quick View

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• Global Search

• Logon Page

• Multi-Tab Navigation bar

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 • You can set your own branding on the logon page in browser. Logo and background image on logon page
can be customized. This change has been done in Fiori client UI to provide a consistent user experience.
Your administrator can set up the customization in the branding section under Settings in Fiori client.

 Remember

The image size must be less than 1 MB.

[Link]  Create and Organize Queries

Learn the different ways you can work with queries on each screen.

[Link].1  Create New Queries

Learn how to create a new query.

1. Go to the screen where you want to create a new query. Select the filter icon. Enter the parameters for the
new query. Select Save Query As.
2. In the pop-up box, you can give the query a name, and opt to make it your default query.
3. Select Save. A new query is created, and it appears in your default selection drop down list.

[Link].2  Organize Queries

Learn how to organize the queries you have created for easy access.

1. Go to the screen where you want to organize your queries. Select the filter icon . Click Organize
Queries.
2. In the dialogue box that pops up, you can see all the queries available for the screen. Perform the following
actions:

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 • To select a query as your default query, click the radio button next to the name of the query. The
selected query appears as the default query in your default selection drop down list.
• To remove a query from the list, select the checkbox next to the name of the query.

 Note

You can only remove the queries that you have created, and not the once which are pre configured
in the system.

• To turn on auto execution for the All query, deselct the Disable checkbox against it. The All query is
disabled by default in the value help.
Disabling the auto execution improves the user experience and performance. You don’t have to wait till
the query is executed, to interact with the UI. For example, if you want to search for a specific term, you
can quickly do so.
• To hide a query from the list, select the Hide checkbox next to the name of the query. To make the
query available again, deselect the checkbox.
3. Select Save.

[Link].3  Click-to-Load Queries

You can control the queries that take a long time to execute from automatically loading by using advanced
search and narrowing down the potential result set, before executing the query.

Open advanced search for data lists and select Organize Queries. In the dialog box that opens up, select the
queries for which you want to disable auto initial load.

Override contextual values in value help by creating your own query

In many scenarios you may want to override the context with which the value selection on a field opens up,
and create your own query. This allows you to search for field values other than the default field value for the
business object.

For example, when searching for a serial Id in a ticket, opening the value help for Serial ID field sets the
customer's context from the ticket. However, service agent may want to search for a serial Id for US based
accounts beginning with 1. Agents can now create a custom query for this, thus overriding the contextual query
to a broader result set.

2.16 Calendar

You can create new appointments, visits, and phone calls in the calendar. You can also quickly locate and filter
information by work week, day, week, month, and agenda and also by type and by status.

Your calendar shows all of your appointments, visits, and phone calls. Each one is color- coded, based on its
status. You can even view another colleague's calendar or the calendar for your team.

Got a minute? Check out all the calendar features in this video!

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 Scope and Configure Calendar [page 103]
Administrators can configure tasks in calendar using the scoping qustion.

Use the Calendar [page 104]

Create appointments, visits, tasks, or phone calls right from your calendar.

Use the Team Calendar [page 105]

Managers can use the team calendar to get an idea of their team's activities for the day and get
coverage in the case of illness or vacation time.

Display Workweek and Start Day on Calendar Based on Locale [page 106]
For each employee, you can maintain workweek and start day based on their locale. The calendar
reflects those preferences accordingly.

Personalize Visible Activity Types on Calendar [page 108]

You can personalize your calendar to filter out activity types that are not relevant for your calendar
display. Your preference set through Personalization becomes the default every time you access the
calendar.

Personalize Calendar [page 109]

You can personalize your calendar to show calendar information based on your involvement.

2.16.1  Scope and Configure Calendar

Administrators can configure tasks in calendar using the scoping qustion.

[Link]  Enable Tasks in Calendar

As an administrator, you can enable tasks in calendar.

Procedure

1. Navigate to Business Configuration Implementation Projects .

2. Select your project.

3. Navigate to Edit Project Scope Questions Sales Account and Activity Management Activity
Management .
4. Select the following scoping question under Enable Tasks in Calendar: Do you want to start using tasks
in Calendar?
5. Save your preferences.

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[Link]  Configure Calendar Relevant Task Category

As an administrator, you can create and maintain calendar relevant task categories.

Procedure

1. Navigate to Administrator General Settings Calendar Relevant Task Category .

2. Select Add Row.
3. Choose the Task Category and Task Description.
4. Save your changes.

 Note

You can edit a task category by selecting the Edit icon.

and you can delete a task category by selecting Remove.

[Link]  Configure Calendar Color Categorization

You can maintain color categorization for activities and visits in calendar.

Procedure

1. Navigating to Administrator General Settings Calendar Color Categorization .

2. Select Add from the Customise Color Coding Configuration section.
3. Choose the Color, Activity Type, Parameter, and Parameter Value.
4. Save your changes.

2.16.2  Use the Calendar

Create appointments, visits, tasks, or phone calls right from your calendar.

Context

You can create appointments, visits, tasks, or phone calls on the fly right from your calendar. Here's how:

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Procedure

1. Depending on the device you are using, select or long press on a block of time in your calendar or choose
the plus icon (+).
2. Select the item type that you want to create.
3. Enter the details and save your entries.

 Note

All categories are available in category selection during task creation. However, only tasks configured
as calendar relevant tasks are displayed in the calendar.

Results

Your appointment, visit, task, or phone call appears in your calendar.

[Link]  View Other User’s Calendars

The default view shows your calendar with your activities. Learn how to see the calendar of any of your team
members and find out their schedule.

1. Select the user icon at the bottom right and choose Other Calendars.
2. Search for and select the name of your colleague. Your calendar is replaced by your colleague's calendar.
3. After you have checked your colleague's schedule, choose My Calendar from the user icon to see your
calendar view.

 Remember

It is not possible to display more than one calendar at a time.

2.16.3  Use the Team Calendar

Managers can use the team calendar to get an idea of their team's activities for the day and get coverage in the
case of illness or vacation time.

This one-minute video shows you how useful the team calendar can be!

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[Link]  Reschedule Activities in the Team Calendar

When a scheduling conflict arises, you can reschedule your team's activities quickly and in one place, on the
team calendar.

In the team calendar, you can switch the employee responsible for an activity from one team member to
another with drag and drop.

 Note

If you use add-ins to synchronize your e-mail with SAP Cloud for Customer, your e-mail software only
defines the organizer of the activity. When you synchronize, your SAP solution uses the name of the
organizer as the employee responsible as well. Therefore, if the original employee responsible was also the
original organizer of the activity, the new employee responsible becomes the organizer.

All other parties involved in this activity remain unchanged.

Related Information

E-Mail Add-Ins [page 948]

You can leverage tools you use every day, such as your e-mail inbox, to become more productive.

2.16.4  Display Workweek and Start Day on Calendar Based

on Locale

For each employee, you can maintain workweek and start day based on their locale. The calendar reflects those
preferences accordingly.

Prerequisites

Administrators have enabled resource scheduler for employees to define working hours.

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Context

Procedure

1. Open the detail view of an employee and go to Working Hours.

 Note

If the Working Hours tab is not visible, you can use Personalization or ask your administrator to Adapt
the master layout.

2. Under Working Period, click Add Row.

3. Define the validity period for this working period.
4. Choose Working Day Calendar based on the employee's location.
5. Save your entries.

Results

The calendar displays workweek and start day based on the employee's locale that you have defined.

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  Note

If the Working Day Calendar is not defined, the calendar by default displays Monday as the first day of a
five-day workweek.

[Link]  Configure Resource Scheduler

Administrators can enable resource scheduler for employees to define working hours.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions General Business Data Resource Scheduler to find the corresponding question about
enabling resource scheduler.

2.16.5  Personalize Visible Activity Types on Calendar

You can personalize your calendar to filter out activity types that are not relevant for your calendar display. Your
preference set through Personalization becomes the default every time you access the calendar.

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2.16.6  Personalize Calendar

You can personalize your calendar to show calendar information based on your involvement.

Context

Currently, when you create an appointment for another user, the system sets you as an organizer and the other
person as the owner. Both the organizer and owner can see the appointment entry in their system calendar.
However, the organizer is just setting up the appointment and doesn’t attend it. So, if the organizer sets up
a series of meetings, then the entire calendar gets blocked and others can’t schedule a meeting with the
organizer. This blocked calendar is misleading as the organizer is free. To address this issue, the calendar can
now be personalized to show only the organizer’s calendar entries.

You can create a custom query from the object list. For example, visit, appointment and phone call, and use this
query to personalize the calendar. You can personalize your calendar with the following steps -

 Note

Only queries created out of My activity, for example My visit is available in the calendar for personalization.

Procedure

1. Create a custom query from the My “activity” query in the list view.
2. Go to the personalization mode for calendar and select the query.

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 Calendar personalization isn’t available in the offline mode.

2.17 Home Page

See relevant information and activities, and plan your day with the home page. And get a high-level visual
overview of your sales data.

Home page displays preconfigured business cards based on your business role. You can click a card to see its
details. For example, you can click Today's Activities to see the details of your schedule and activities for today.
You can work with the different cards types, view report details, and also personalize the cards you want to see
on the Home page.

The news section on the home page helps you prepare for appointments and phone calls, by displaying stories
about the accounts related to your scheduled activities. The shelf card shows Flags and Favorite items. The
Feeds card shows the feed updates. Use the dashboard cards to drill down and view details and increase your
visibility into transactional data, KPIs, and reports. You can also do mark ups, add notes, and send e-mails right
from the home page.

Home page content is cached to improve the sign-in experience. Content caching loads the home page cards
faster and retrieves the home page content efficiently, keeping the user experience interactive. You can access
the home page cards with no updates immediately and don't have to wait for the home page to load completely
before using it. A visual transition shows the information being updated in the background. You can see the
cached information in gray. he cached data is shown immediately and any updates to the home page cards

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automatically occurs in the background. You can see the previous information while the system updates the
cards with latest information. This transition takes no more than 5 to 10 seconds.

 Note

Content caching is only available on sign-in.

Scope and Configure the Home Page [page 111]

Administrators can configure and adapt the home page for each user and business role.

Work with Card Types [page 117]

You have five different card types (KPI, Report, Tools, Filter, and Custom card) available in the solution.

Personalize Your Home Page [page 144]

Learn how you can personalize your home page.

2.17.1  Scope and Configure the Home Page

Administrators can configure and adapt the home page for each user and business role.

When you log on as the administrator and go to the home page to manage the make changes, you have two
options- Adapt and Personalize. With Adapt, you first choose the user role and then make changes for that user
role. Personalize allows you to make individual changes that you want for yourself and are also available for
every user to personalize their home page.

Log on as the administrator and go to the home page.

Select the pencil icon and then Adapt.

 Remember

• Adapt feature isn’t available in smartphones and in offline mode.

• Card navigation in offline is limited to Today’s Activities, Visits, and Custom report Floorplan cards in
browser and tablet.
• For an optimal performance experience, you get a warning message when you exceed the
recommended number of KPI and Report cards on the home page. The recommended maximum
number of KPI cards supported is 10 and the maximum number of Report-based cards (Custom
pattern cards like Bar Chart cards) supported is 4. You have the option to add additional cards, but it
impacts the performance.
• There’s no limit on recommended number of List cards, Tool cards, and Custom cards.
• Scorecard tab while selecting cards isn’t available.
• Using Search, you can find a report but you can’t open that report.

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[Link]  Select User Role

The administrator can define the home page for each role.

Context

If the administrator does not define a home page for a role, the default home page layout is maintained. To
select a role and start defining the home page for all users with that role, do the following:

Procedure

1. Log on as the administrator and go to the home page.

2. Select the pencil icon and then Adapt.
3. The list of roles that appears are the business roles that you created when you set up your system.
4. Select a role whose home page you want to define and select Go.

[Link]  Define Home Page Settings

The administrator can access home page setting as a gear icon on the home page.

As an administrator, under home page settings you can enable the users or roles to group cards on their home
page. To do so, check the checkbox Show cards in Groups under settings. You can also change the home page
to show as the default start page when the user logs in. To do so, you can uncheck the checkbox Set Home page
as the Start Page under settings.

[Link]  Define Cards for a User Role

The administrator can define the cards for each role under adapt mode.

Procedure

1. In adapt mode, select a role and the different card types (KPI, custom, report, filter, and tools card) for the
user role.
2. To add cards, click, or tap the+ icon, located at the end of each card. As the administrator you have two
options for adding different cards-
1. Add Existing card: Select the different cards you want for the user or business role from the catalog.

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 2. Create Custom card: You can create the following type of custom cards:
• URL card: You can launch any URL directly from the URL card. The URL opens in a new tab.
• Floorplan card: With floorplan card option, you can create a card that launches any screen for a
work center or detail view in the solution that the user wants. Custom card also includes custom
screens the user has defined.
• Ticket Creation card: With the ticket creation card, you can create a new service ticket. Clicking
the card launches a guided activity floorplan (GAF). Once you’ve created the ticket, you can view it
under Service Tickets worklist.
• URL Mashup card: With the URL mashup card, you can open URL mashups from the home page.
While configuring the card, you can choose the mashup to configure from the mashup value help.
• HTML Mashup card: With the HTML mashup card, you can open HTML mashups from the home
page. While configuring the card, you can choose the mashup to configure from the mashup value
help.
• Message card: The message card can be used by the administrator to publish messages for
business users. As a part of the configuration, the administrator can set the message title,
message description, informational icon text, and the background color of the message card.

• Video card: Video card can be used by the administrator to configure video links for the users.
When you click the video link, it launches in a separate window. As a part of the configuration, the
administrator can set the title, description, and time frame for the video card.

 Note

Videos aren’t stored as part of SAP Sales & Service cloud.

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 • Kanban Card: You can configure Kanban card on the home page via adaptation. As a part of
the configuration, the administrator can create a Kanban card for an object. Based on the object
selection, the following information can be added sequentially -
• Data set query.
• Attribute (used for grouping on Kanban board and is restricted to attributes with only code
list).
• Visualization (Detailed or Vertical view in expanded or collapsed mode).
• Value (You can add values and set color for each value.)
• Display field and set the order in which the display fields should show.

The Kanban card helps teams manage and prioritize workflows effectively. Your administrator can
create new Kanban cards as part of creating new custom card.

 Note

Kanban board visualization supports 2 columns, 3 columns, 4 Columns & 5 Columns.

The Kanban card layout on the home page is available only on the desktop. When you click the
title, you navigate to the ticket list view for the query. When you click a subheading, you navigate
to the list view for the subheading query. For example, if you click Customer Action, you navigate
to the list view for the query Customer Action. When you click an object under the subheading,
you navigate to the object's detail view. You can view the Kanban card in collapsed and expanded
mode.

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  Note

• Kanban board can be created only on editable data set queries.

• You can’t edit and delete a Kanban card.

As a prerequisite, the administrator must create the Kanban custom card via adaptation on the
home page and publish to make the Kanban card available for the users.

 Note

URL Mashup and HTML Mashup custom cards are only available in Fiori client.

Do the following steps to create a custom card:

• Choose the custom card you want to create.
• Add the required fields and click Save. Custom card created is stored in the card Catalog.
3. If you want the changes, select Publish, and if you don’t like the changes you made, select Revert.
4. To go back, select Leave Adaptation Mode.

[Link]  Define Settings for Each Card

As an administrator, learn how to define the setting for each card.

When you are in adapt mode, you can change the appearance of a card by selecting it. You can set the following
attributes for a card:

• card Visualization
• Available
• Visible
• Specify a group for the card, if grouping is available for the role.

Then, save the changes.

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[Link]  Configure News Card

As an administrator, learn how to configure the News card.

Context

Configure the news card by either selecting the news source or by selecting the url for RSS feeds to show up on
the user's news card.

The Google News API is deprecated and gives errors on the current news card. See the Related Links for more
information. Therefore, the administrator can set up Bing News for all users and roles as the news card. You can
buy Bing News APIs and enable it in the solution. See the Related Links for more information.

 Note

Bing News has different markets based on country/region and language. Right now, in the solution the
market is preset only to US English for Bing news. This means that the business news is in English and from
US.

Depending on what is the user’s current news source, there are two use cases to change the news card to Bing
News-

• If the user currently has Google news set up for the news card.
• If the user currently has URL for RSS Feeds selected for the news card.

 Note

If you opted for Bing news or opted for RSS feed or already on RSS feed as new source, switching back to
Google news isn’t possible.

Follow the steps to set Bing News as the news source:

Procedure

1. On the home page, select the edit icon at the bottom-right corner.
2. From the pop-up select Adapt.
3. Select the user role.
4. Select the news card.
5. Select the link Switch to Bing New under Select News Source if Google news is set up as the news card.
Select API Key for Bing News if URL for RSS Feeds is set up as the news card.
6. Enter the API key and Save.
• If the news source is Bing News, no news is shown on the news card in offline mode.
• Bing news V7 is supported.

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Related Information

Build anything with Google

Microsoft Azure Cognitive Services

2.17.2  Work with Card Types

You have five different card types (KPI, Report, Tools, Filter, and Custom card) available in the solution.

 Note

Table view isn’t supported on the home page.

KPI Card [page 117]

Based on the KPIs defined by your administrator, you can launch an interactive dashboard or KPI
overview. KPI cards provide a snapshot of the key metrics. You can select the KPI card, to view
additional details.

Report Card [page 121]

A report card displays a graphical representation of a report.

Tools Card [page 127]

Tools card is available online and enhances your daily productivity.

Filter Card [page 130]

Filter card is a place where you can keep your custom queries as a list item to be run by the user on the
home page.

Custom Cards [page 130]

You can choose to create personalized cards to launch information from the home page.

[Link]  KPI Card

Based on the KPIs defined by your administrator, you can launch an interactive dashboard or KPI overview. KPI
cards provide a snapshot of the key metrics. You can select the KPI card, to view additional details.

The system uses this pattern for KPI views with a threshold value defined. The following KPI cards are
supported:

• Gauge Pattern
The system uses this pattern for KPI views with a threshold value defined.
In Fiori Client, gauge helps extract complex information and gives a graphical view of how you’re doing
towards a goal. It shows KPI views with a threshold value defined and requires either target or threshold or
both to be maintained. It requires at least one of the two (Target or Threshold) to be maintained. Odometer
shouldn’t be used as a pattern for minimize.
There are three options here:
1. When the target and thresholds are maintained-

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 1. When the current value is less than target value, the odometer split into three sections. Red
section indicates alert, yellow section indicates warning, and the green section indicates on track
or better.
2. When the current value is greater than target value, the odometer displays shades of green,
indicating on track and exceeded by how much.
2. When the target is maintained but threshold isn’t maintained-
1. When the current value is less than target value, the odometer is split into two sections. Yellow
section indicating warning and the green section indicating on track or better. The current value is
displayed in the shade of yellow or neutral color.
2. When the current value is greater than target value, the odometer is split into yellow and green
sections. The current value is displayed in green.
3. When the threshold is maintained but the target isn’t maintained-
1. Odometer is split into three equal sections with red, yellow, and green color. The value is displayed
in a shade of the color where the current value falls.

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 card appearance for gauge report pattern.
• Progress Bar Pattern
This pattern is valid for KPIs and requires the target to be maintained. Only one color is displayed
depending on what the current value is and whether the threshold has been maintained or not.
In Fiori client, there are two options-
• No threshold maintained: When the current value is greater than target, you see that the color of the
progress bar is green.
• Threshold maintained: Depending on the current value vs target value, there can be a maximum,
minimum and in range value showing the progress bar in green, yellow, or red color.

Card Appearance for Progress bar Report Pattern

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 Card Appearance for Progress bar Report Pattern A

Card Appearance for Progress bar Report Pattern B

• Percentage Coverage Pattern
This pattern is applicable for reports and KPIs, where KPI requires the target to be maintained and report
should have two key figures.
In Fiori client, in this card pattern you can see, the percentage deviation that is, how much percentage
above or below target.

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 • In a maximize scenario, when the current value is greater than target, you see the complete circle in
light green indicating that the current value exceeds target. The dark green color indicates by how
much percentage it exceeds.
• When the current value is lesser than the target value, you see the percentage for the current value in
neutral color or based on defined thresholds.
• In the minimum scenario, the color pattern is reversed.

Card Appearance for Percentage Coverage Report Pattern in Fiori Client

Related Information

Personalize Your Home Page [page 144]

Learn how you can personalize your home page.

[Link]  Report Card

A report card displays a graphical representation of a report.

You can select the report card, for detailed analysis of the report. For optimal performance, we recommend not
to add more than 4 reports on the home page. Reports with table aren’t supported. The following report cards
are supported:

• Absolute Value Pattern

The system applies this pattern to report views with one key figure. The key figure header appears as text
at the lower right of the card.

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 Card Appearance for Absolute Value Report Pattern
• Percentage Coverage Pattern
This pattern is applicable for reports and KPIs, where KPI requires the target to be maintained and report
should have 2 key figures.
In Fiori client, in this card pattern you can see, the percentage deviation that is, how much percentage
above or below target.
• In a maximize scenario, when the current value is greater than target, you see the complete circle in
light green indicating that the current value exceeds target. The dark green color indicates by how
much percentage it exceeds.
• When the current value is lesser than the target value, you see the percentage for the current value in
neutral color or based on defined thresholds.
• In the minimum scenario, the color pattern is reversed.

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 Card Appearance for Percentage Coverage Report Pattern in Fiori Client
• Top Three Pattern
The system applies this pattern to report views with one key figure (without a total) and one characteristic.
This pattern shows the top key figure values.
In Fiori client, the data is represented as a comparison chart.

Card Appearance for Top Three Report Pattern

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 Card Appearance for Top Three Report Pattern
• Aggregated Value Pattern
The system applies pattern four to reports similar to reports represented by pattern 3 (one key figure and
one characteristic), which also include a result.

Card Appearance for Aggregated Value Report Pattern

• Double Progress Bar Pattern
The system applies this pattern to report views with two key figures.

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  Note

This pattern isn’t available in Fiori client.

Card Appearance for Double Progress bar Report Pattern

• Headline Pattern
The system uses this pattern for highlighting KPIs that have values outside the defined threshold
parameters. (If above or below threshold, then text appears highlighted and as header). This card is ideal
for use to display exceptional trending metrics.
You have the option of choosing from any one of the two patterns.

 Note

This pattern isn’t available in Fiori client.

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 Card Appearance for Headline Report Pattern A

Card Appearance for Headline Report Pattern B

• Trendline Pattern
The Trendline pattern is based on a report with 2 key figures and no dimensions. The system uses this
pattern to visualize report output as a trendline.

 Note

This pattern isn’t available in Fiori client.

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 Card Appearance for Trendline Report Pattern

Related Information

Personalize Your Home Page [page 144]

Learn how you can personalize your home page.

[Link]  Tools Card

Tools card is available online and enhances your daily productivity.

Tools cards include the following:

• News card: News card displays contextual news and RSS feeds.
• My Upcoming Activities card: My upcoming activity card displays a live tile with the upcoming events from
your calendar. You can manage your events and calendars with the card.
• My Tasks card: My task card displays the optimized view of your tasks and clicking on the card 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.
• My Team Tickets card: In my team tickets card, you see the information about your top 5 team members
with the maximum number of active tickets, and a priority-based breakdown. When you click My Team
Tickets, you navigate to the ticket list view for the query Team Queue. And, when you click a team member,
you again navigate to the ticket list view for the query Team Queue but only see tickets for the team
member.

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  Note

If there are less than 5 assigned agents in the ticket list, then you see the fifth entry in the My Ticket
Card as Others. Others category shows all the unassigned tickets in the ticket list.

• Quick Links card: Quick links card launches the quick create screen for an object. In the 2008 release, the
quick links card is predelivered by SAP and not configurable. Based on the number of entries visible in card,
quick link card supports two card sizes.

 Note

In upcoming releases, configuration options will be available, and you’ll be able to configure different
types of links like reports, filters, dashboards, KPI & external links in the quick links card.

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 • My Tickets card: My tickets card displays a summary of your tickets in kanban board layout. In the 2008
release, the kanban board layout is predelivered by SAP and not configurable. The kanban board layout on
the home page is available only on the desktop. When you click My Tickets, you navigate to the ticket list
view for the query My Tickets. When you click a subheading under My Tickets, you navigate to the list view
for the subheading query. For example, if you click Customer Action, you navigate to the list view for the
query Customer Action. When you click an object under the subheading, you navigate to the ticket’s object
detail view. You can view the My Tickets card in collapsed and expanded mode. By default, the ticket card
opens in expanded mode, and if there’s no data (the All ticket query is 0), then it opens in collapsed mode.
You can see a maximum of 4 ticket statuses, and for each status, a maximum of 5 records are available that
are sorted based on Last change datetime in descending order.

 Note

• In upcoming releases, configuration options will be available for the kanban board layout.
• Ticket kanban board layout isn’t supported in tablets and smartphones.

The administrator can add the My Tickets card to the home page via Add Existing Card option under
adaptation. Currently, administrator can only control the visibility of kanban board but can’t create new kanban
boards or change the configuration of the predelivered kanban board.

Prerequisites to add my tickets card:

• The following fields are available in the list view:

• Subject
• Priority
• Status
• Customer
• Changed on Field
• The user should be authorized to view My Tickets as the default set query.
• The list is always sorted on Changed on field in descending order.

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• For the kanban board to function properly, and display data, all the standard fields, including status should
be available in the ticket list view. Currently, there are 4 standard fields added to the ticket card:
• Ticket subject that is a link and navigates to ticket new quick view or the ticket detail view
• Ticket priority
• Customer name
• Ticket ID

Limitations

• In the 2008 release, the ticket card isn’t configurable. The administrator can’t add or remove any field or
change the sorting order.
• Kanban board is read-only, and you can’t perform actions on the ticket list in kanban board.
• Ticket card is available only on the desktop.

Related Information

Personalize Your Home Page [page 144]

Learn how you can personalize your home page.

[Link]  Filter Card

Filter card is a place where you can keep your custom queries as a list item to be run by the user on the home
page.

Filter cards provide quick access to your saved queries. You can select the filter card to go to the saved query.
You see the custom queries as list items on the filter card. When you select a query, you directly navigate to the
list. Thus, improving the usability and reducing the number of clicks. To see the filter card on the home page,
ask your administrator to make the card visible and available for your role. Once you adapt or personalize the
home page to show the filter card, the solution adds your saved queries automatically.

Related Information

Personalize Your Home Page [page 144]

Learn how you can personalize your home page.

[Link]  Custom Cards

You can choose to create personalized cards to launch information from the home page.

You can maintain text for multiple languages in the custom cards.

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  Note

For custom cards on the home page, English is the default language, and the English text shows up for
all the different languages until changed to a specific language. For example, you only see the English text
when you log in to German if the language isn’t changed. However, the administrator can always change
and maintain the German language under adaptation.

Custom cards display an icon, and can be set to launch the following:

• URL card: You can launch any URL directly from the URL card. The URL opens in a new tab.
• Floor plan card: With floor plan card option, you can create a card that launches any screen for a work
center or detail view in the solution that the user wants. Custom card also includes user-defined custom
screens.
• Ticket creation card: With the ticket creation card, you can create a new service ticket. Clicking the card
launches a guided activity floor plan (GAF). Once you’ve created the ticket, you can view it under Service
Tickets worklist.
• URL mashup card: With the URL mashup card, you can open URL mashups from the home page. While
configuring the card, you can choose the mashup to configure from the mashup value help.
• HTML mashup card: With the HTML mashup card, you can open HTML mashups from the home page.
While configuring the card, you can choose the mashup to configure from the mashup value help.
• Video card: Video card can be used by the administrator to configure video links for the users. When you
click the video link, it launches in a separate window. As a part of the configuration, the administrator
can set the title, description, and time frame for the video card. As a prerequisite, your administrator
must create the video custom card via adaptation on the home page and publish to make the video card
available for the users.

 Note

Videos aren’t stored as part of SAP Sales & Service cloud.

• Message card: The message card can be used by the administrator to publish messages for business
users. As a part of the configuration, the administrator can set the message title, message description,
informational icon text, and the background color of the message card. As a prerequisite, your

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 administrator must create the message custom card via adaptation on the home page and publish to
make the message card available for the users.

• Quick Links card: A quick links card serves as a launch pad tile for different source within Cloud for
Customer or for external links. Quick links card on home page shows the object icons and the query names
that help you to navigate. As a part of configuration, your administrator can create up to 10 links using
different link types. Configure quick links card on the home page via adaptation.
• Kanban card: A kanban card is a visual representation of work items with the ability to navigate. You can
configure kanban card on the home page via adaptation. As a part of configuration, your administrator can
create a kanban card for an object for any role.

[Link].1  Create Custom Cards

Your administrator can create a custom card as follows:

1. Go to home page.
2. Click the pencil icon ( ) on the right side and select Adapt.
3. Search and select the user role and click Go.
4. Click the add icon ( ) on the right side to open the Add Cards window.
5. Select Create Custom Card to open a new popup window.
6. Choose one of the following from the Type dropdown.
• URL
• Floorplan
• Ticket Creation
• URL Mashup
• HTML Mashup
• Video
• Message
• Quick Links
• Kanban
7. Add the required details and click Save.

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Create Quick Links Card

1. Follow the steps (1 to 5) in the Create Custom Cards topic.

2. From the Type dropdown, select Quick Links. The corresponding fields for the Quick Links configuration
show up with the selection.
3. Select the language from the dropdown and enter a name.
4. Go to Link 1 and select any of the following from the Link Type dropdown:
• Filter
• Create
• Report
• KPI
• External Link

 Note

You can't customize a Dashboard link type.

5. If you choose Filter as Link Type, you must select an object first, and based on the selection you must
select a query.

 Note

• You can't see the hidden queries from the master layout in the dropdown.
• You can't see any queries from the page layout.

6. Choose any other Link Type and update the necessary fields based on your requirements.
Similarly, you can add up to 10 links.
7. Click Save when you finish.

Edit Quick Links Card

1. Go to adaptation mode.
2. Click the quick links card that you want to edit.
A new window opens with the edit functionality.
3. To edit the existing links, you can either reset each links by clicking the icon ( ) or you can choose a
different Link Type.

 Note

You can’t edit the existing sub fields without changing the Link Type.

4. Click Save once you finish.

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Create Kanban Card

1. Follow the steps (1 to 5) in the Create Custom Cards topic.

2. From the Type dropdown, select Kanban. The corresponding fields for Kanban card configuration show up
with the selection.

3. The administrator can then select an object (like Accounts, Appointments, Tasks, Tickets, and so on) for
which Kanban needs to be configured.

 Note

Objects are predefined by SAP. Objects shown in dropdown are based on the role chosen during adapt.
For example, if the administrator chooses a role with authorization for only the opportunity work center
view, then you see only the opportunity object to create Kanban and not the other objects.

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 List of objects supported for Kanban card:
• Accounts
• Opportunities
• Phone call
• Tasks
• Competitors
• Competitors Products
• Leads
• Appointments
• Partners
• Partner Contacts
• Product Administration
• Product Lists
• Promotions
• Sales Quotes

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 • Sales Orders
• Visits
• Tickets
• Work Tickets
• Contracts
• Installation Points
• Individual Customers
• Registered Products
• Time Entries
• Time Reports
4. Select the Data Set Query.

 Note

Data set query dropdown shows only adaptation mode queries and standard queries. The data set
query doesn’t check the role-based authorization of any default query set. It doesn’t check if the
default set query is hidden for the role. Admin selects the relevant query for the role.

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 5. Select Attribute. Attributes are the fields seen as columns in a data set. For example, if you have chosen
My Tickets as the date set query, the fields that are available in the dataset (status, priority, and so on) are
available for selection as attribute.

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6. Select the visualization option. By default, detailed visualization is selected, and the Kanban card
information shows in a collapsed mode on the home page. You can expand it to see full Kanban card.
Visualization card size may vary depending on values selected in Kanban configuration.

 Note

• In vertical Kanban card visualization, the collapsed state checkbox, display fields and sort order
fields are disabled. You can only select values, as vertical Kanban only shows values along with
count.
• In detailed Kanban card, you can select a maximum of 5 values and a minimum 2 values. Add value
button will be disabled after adding 5 values.
• In vertical Kanban card, you can select a maximum of 8 values and minimum of 2 values. Add value
button will be disabled after adding 8 values.

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7. Select Value. Values are based on the attribute selection. For example, for the attribute Status, the values
can be in process, open, complete and so on.

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 8. Add Display fields, pick the Sort order and then click Save.
Display field is the other field of the data set query that you can choose to see in the Kanban card. For
example, if Status is selected, you can view additional details of a ticket like name, ID, priority, etc. These
additional details are the display fields.
Data of display fields in Kanban card is shown based on sort order selection. You can select the sort order
based on one of the display fields.

 Note

By default, a newly created Kanban card is not visible on the home page. To make the Kanban card
visible, go to Add Existing Card and select Custom tab in adaptation, to see all the configured Kanban
cards. Change the visibility of the created Kanban to see it on the home page. You can set the visibility
of up to two Kanban cards on the home page for a role.

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Navigation from Kanban Card:

• Navigation from title: By clicking the title, you navigate to the configured object’s list view and the
configured data set query view is displayed.
• Navigation from value count: By clicking the number count, you navigate to the configured object’s list
view and configured data set query is displayed.
• Navigation from First Link (applicable for Detailed view): By clicking the first link, you navigate to the
object’s detail view. Navigation is only possible to the object that you have configured the Kanban card on.
For example, you choose the object Task and configure the field Customer as the first field. Even if you click
on the customer field, it opens the Tasks object.

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 • Navigation from vertical kanban card - In the vertical Kanban card, both the title and number count are
clickable, and you navigate to the configured object’s list view and the configured data set query view is
displayed.

 Note

You can edit or delete only the custom kanban cards not the SAP-delivered kanban cards.

Limitations to Kanban Card:

• Kanban board card is not available in offline and on mobile devices.

• Only a maximum of 5 values for detailed visualization and a maximum of 8 values for vertical visualization
can be added, after that the add button is disabled.
• Context based drop downs are not supported. For example, state (Dependency on Country/Region).
• When the Kanban card is set as visible on home page, it shows as an empty card. Only after publishing,
data shows on the Kanban card.
• The admininstrator can create any number to Kanban cards, but only one Kanban card visible for a role.

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• In the vertical Kanban card visualization, the collapsed state checkbox, display fields and sort order fields
are disabled. You can select only values, as vertical Kanban only shows values along with count.
• If you are assigned to multiple roles and for each role, the administrator had configured one visible custom
Kanban card, then only the first created Kanban card is seen on the home page. However, you can make
any other Kanban card visible or invisible through personalization.
• If you are assigned to multiple roles, and for one of the roles, for example, the standard My Tickets Kanban
card is visible, and for another role any custom Kanban is visible, then preference is given to standard
Kanban.
• If you rearrange the existing work center views, you cannot navigate from the kanban card to the work
center views.

Related Information

Personalize Your Home Page [page 144]

Learn how you can personalize your home page.

2.17.3  Personalize Your Home Page

Learn how you can personalize your home page.

 Note

• Personalization capability is not available in smartphones.

• card Navigation in offline is limited to Today’s Activities, Visits, Custom report and Floorplan cards.
• Personalization is not available in offline mode.

You can personalize your home page screen with your preferences. To personalize your home page, you
enter the personalization mode by clicking the edit icon located inside the footer toolbar. Once you are in
the personalization mode, you can hover over the content area and see that editable areas are highlighted
and marked by a frame. You can select the icons which allows you to make the corresponding personalized
changes.

In the personalize mode, you can make various changes to the current screen such as rearranging the cards
and groups by dragging and dropping them, adding and deleting card and groups, renaming groups etc. You
can make hidden items visible again by turning on the visible switch. All hidden and available items will appear
in the list and you can add them again.

After completing the personalization of your home page screen, you can exit the personalization mode by
saving the changes you made. Or if you want to remove the changes, press cancel.

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[Link]  Disable Home Page as the Default Landing Page

If you are not actively using the home page, you can disable it from being the default landing page.

 Remember

Home Page Settings icon (gear icon) is located on the top right when you are in personalization mode.

With this setting, the first work center view defined for the user or role in becomes the default landing page for
the Fiori client.

In the personalization mode on home page, you can uncheck the checkbox Set Home page as the Start Page
under settings.

[Link]  Add and Edit Cards

Learn how to add and edit cards on the home page. You can rearranging these cards by dragging and dropping
them and also move them to different groups.

 Note

For an optimal performance experience, you’ll get a warning message when you exceed the recommended
number of KPI and Report cards on the home page. The recommended maximum number of KPI cards
supported is 10 and the maximum number of Report-based cards (Custom pattern cards like Bar Chart
cards) supported is 4. You still have the option to add additional cards, but it impacts the performance.
There’s no limit on recommended number of List cards, Tool cards, and Custom cards.

• Add card
There’s a + icon to add a new card at the end of each card. To add cards, click the + icon. You can also
remove a card that you don't need by turning off the visible switch and making it invisible. If the card
preview shows a card as visible, then card is shown on the home page.
• Edit Existing cards
Click on a card to open the settings screen for the respective card. Turning off the switch removes the card
from the home page, and automatically turns off the Visbile switch. You can change the group of the card,
for example, move the card to a different group and then save your changes. card visualization can also be
changed.
• Edit Custom card
Once a custom card is created, it’s placed on the user interface as available and visible. To edit custom
cards, click the card and open the edit dialog as you would usually edit other cards. The dialog includes
details such as Click/ Tap on a card to open the settings screen for the respective card. Turning off the
Title, Path, and Description that are editable. However, the type of the card (URL vs. Floorplan can’t be
changed).

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[Link]  Launch Mashups from Home Page cards

Launch a URL or HTML mashup from a home page card.

On the home page, you can view the content of the mashup card. You can also click to launch the same mashup
shown in the card or you can launch a different mashup that shows more details of the HTML mashup card.

Note that mashups which do not have a port binding are also allowed in the home page card mashups

[Link]  Add and Delete Group

Based on your requirement and preference, you have the option to cluster the cards into a logical group.

• Add Group
You have the option to cluster cards by creating new groups. There is a + icon to add at the end of each
group. To add new groups, click/tap the + icon. You can also rename the supported groups.
• Delete Group
You can also delete groups created by you besides rearranging groups by dragging and dropping them. A
group created by you shows a Delete button. Delete will simply remove the group permanently so that it will
not be visible on the user interface any longer. You will get a warning message before removing the group.

[Link]  Define Home Page Settings

The administrator can access home page setting as a gear icon on the home page.

As an administrator, under home page settings you can enable the users or roles to group cards on their home
page. To do so, check the checkbox Show cards in Groups under settings. You can also change the home page
to show as the default start page when the user logs in. To do so, you can uncheck the checkbox Set Home page
as the Start Page under settings.

2.18 User Profile Menu

The user profile menu provides the user with access to the user profile, settings, help, and additional settings
for account features.

The menu options are found in a dropdown list. You can navigate to your profile, access different settings,
and log out. The menu options are contextual to the browser or app. The menu options change depending
on the browser or the installed app. For example, sync options and settings are only available via the installed
extended app.

 Note

The administrator can hide certain menu options for the users or roles depending on their preference.

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 Administrator Business user

Dropdown options Dropdown options

• Settings • Settings
• SAP Support Assistant • SAP Support Assistant
• Report Incident • Report Incident
• Track My Incidents
• Track My Incidents
• Switch Display Mode
• Switch Display Mode
• Download
• Download
• Annotate
• Annotate
• Start Personalization
• Start Personalization
• Start Adaptation
• Share Your Ideas
• Share Your Ideas
• About
• About

Share Your Ideas: It is a single central place for all product improvement request related activities. You can
browse improvement requests, submit improvement requests, comment, vote, receive updates, and browse
who has voted.

Settings: Selecting Settings from your user menu dropdown takes you to the settings page. You have a wide
range of customization of themes and C4C platform-specific settings to align with your preferences. You can
save or cancel the changes you make.

Various different settings available are all available on one screen on the Fiori client UI:

• My Settings: You can maintain your personal preference settings in Fiori Client.
• My Background Image: You can maintain your personal preference for home page background image in
Fiori Client. The image size should be less than 3 MB. You can change the background image in desktop,
tablets, and smartphone apps.

 Note

Home page background image size is now limited to 3 MB. If you have an existing background image
larger than 3 MB, it is not affected until you replace it with another image larger than 3 MB.

• My Email Settings: You can specify e-mail signatures you want to use for new messages, replies, and
forwards. You can also quickly change the e-mail signature you want to use before sending out emails.
• Company Settings: You can define settings for company or for a business role.
• Personalization Settings: As administrator, you can define the Fiori personalization settings for business
users.
• Adaptation Settings: As administrator, you can define the Fiori client adaptation settings.
• Branding includes all company level branding related setting.
• Theme Builder: The selected theme applies across all devices for all users to best suit your brand
image.
• Background Image: Customize the background image to match your brand. Ensure that the image size
is less than 1 MB.
• Logo: You have three different branding logos for the solution depending on the type of customer
license you purchase.

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 • SAP Sales Cloud branding logo is for customers with SAP Sales cloud solution.
• SAP Service Cloud branding logo is for customers with SAP Service cloud solution.
• SAP branding logo is for customers with both SAP sales and Service cloud solution.

 Note

• Offline Settings is not part of the settings.

• Settings options are divided into groups or categories. My Settings are available for all users, whereas
Company Settings and Branding sections are visible and available only to the administrators.

Download: Includes links to download the different add-ins (Microsoft Outlook®, Microsoft Excel®, IBM Lotus
Notes®, Adobe® LiveCycle® Designer), Adobe® LiveCycle® Designer, CTI Client Adapter and mobile apps for iOS,
Android and Windows.

Annotate: Provides tools enabled for free-hand, arrow, rectangle, and call-out texts that you can use on the UI
to share and collaborate. You can save the image on the browser or e-mail it in the extended apps.

Track my Incidents: You can check the status of the incidents created by you.

SAP Support Assistant: The optimized support assistant uses tree structures, through a series of questions,
helps you narrow down to the problem, and recommends targeted solutions in real time.

Report Incident : When you are facing an issue on your SAP Cloud System, use this dropdown menu to report
the issue and get support.

Switch Display Mode: Cozy and compact display modes are available for all types of devices including desktops,
tablets, and smartphones. Compact mode provides denser content so that you can see more information on
the screen. Cozy mode provides easy touch interaction on touch devices. Both modes optimize white space,
therefore presenting more information on the screen. You can switch between these modes based on your
individual preference. Cozy and compact modes offer better screen utilization and flexibility to switch between
the modes.

Default display mode for desktops is compact mode. Default display mode for tablets and smartphones is cozy
mode. You can switch the mode to what suites you from the user menu under Settings.

 Note

• Your selection applies for your specific device only.

• Administrator cannot change the default mode for users.

Start Personalization: You can personalize your screen in the Fiori Client UI under the user menu by selecting
Start Personalization from the user dropdown menu.

The following table gives a list of all the UI elements that you can personalize:

Action UI Elements

Show and Hide • Fields in Header, Lists, and Advanced Search

• Sections
• Panes
• Tabs
• Buttons and Menu Items

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 Action UI Elements

Rearrange • Fields in Header, Lists, and Advanced Search

• Sections
• Panes
• Tabs
• Menu Items

Sort and Group Columns

 Note

You cannot personalize value help and pop-up windows.

In the personalization mode, you can do the following:

• To select an area on the screen, right click (for Windows) or tap with two fingers (for Mac). The selected

area is indicated by and a yellow border.

• To edit directly an area, use

• To hide or show fields, use .

• To navigate to the parent section, use .

• To navigate to the child section, use .

• To change the sequence of fields, drag and drop them on the right pane using .

For the changes to take effect, click your profile, and select End Personalization. To discard the changes, select
Discard Personalization Changes.

About: You can see the product information page in Fiori Client. It provides you information about the product
name and product version.

2.19 Document Flow

The document flow tracks an object from where it originates to a quote and order. It gives you a pictorial view of
the journey.

For example, an object traveling from a campaign, lead, opportunity, sales activities to a quote and order.

Document flow provides:

• ID- An ID is used to identify the object.

• Name of object- Each object has its own name.
• Status- This indicates the status of that object. For example, this could indicate whether a lead has been
converted or whether a sales quote has been created.
• Date created- Indicates the date when the object was created.

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• Time- Indicates the time when the object was created.
• Type of object- This could be a campaign, lead, opportunity, quote, or order. 

Each flow has an anchor icon. Clicking/tapping the anchor generates the flow for that selected node. When you
tap on the anchor, the document flow loads so that you can see the predecessor's predecessor and also the
successor's successor, when the document flow has a large number of interactions. The flow doesn't display
the predecessor's successor and the successor's predecessor. Predecessor is an object that led to the creation
of another object. Successor is an object that is the outcome of another object. You can zoom in or zoom out to
see the details.

If you click on the SAP Cloud for Customer document in the document flow, it opens the details screen or the
new quick view, if enabled.

In the Document Flow, you can also view follow-up transactions in SAP ERP. For example, follow up orders,
delivery or invoice transactions, including access to the related PDF documents (using the web service).
The Document Flow also displays SAP ERP references for sale and quotes and sales orders in SAP Cloud for
Customer. Click the triangle in the yellow frame to open and close related SAP ERP transactions.

2.20 Keyboard Shortcuts

View the list of all keyboard shortcuts in the solution to complete some tasks quickly.

Keyboard shortcut to Edit Plain Text Notes in Full Screen on Desktop

You can use the keyboard shortcut - Control+Shift+Z, to edit plain text notes in full-screen mode on desktops.
Full screen offers more useable space to see and edit the note, without having to scroll within a small box.

Keyboard Shortcut to Edit Rich Text Fields (RTE) in Full Screen on Desktop

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You can use the keyboard shortcut - Control+Shift+Z, to edit rich text fields in full-screen mode on desktops.
Full screen offers more useable space to see and edit the note, without having to scroll within a small box.

2.21 Workflows

Learn how you can use workflows to support your business processes.

Automate your business processes using workflows. Configure to send notifications, trigger automatic e-mails
and define conditions to update fields or calculated values. Also trigger actions or schedule workflows based
on dates, time or other complex conditions. Workflows also allow you to create multi-step approvals.

The framework is driven by the workflow rules that have four main components namely the Object, Timing,
Conditions and Actions. These components determine how the workflows will be used in the various business
processes.

Object

The first step to creating a workflow rule is selecting the business object for which the rule applies.

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Timing

The timing determines when the system should evaluate the rule. The three available options are On Create
Only (when the object is created), On Every Save (every time an object is saved) and Scheduled (scheduled
after an event occurs). You can specify, for example, if a workflow rule be triggered when an object like a sales
quote or ticket is created or when saved. There is also an option to schedule the rule for a specific time, for
example two days before the due date of an item.

Conditions

Conditions are the criteria which trigger workflow rules. These conditions may be standard fields, extension
fields, field value change and so on. For example, if you create a sales quote above a certain value (the
condition), the system triggers the associated action. You must maintain conditions in Groups. Maintain
multiple conditions within a group if you need more than one criteria to be met for the workflow rule. Use
separate groups to define OR conditions.

Actions

Actions define tasks that must be executed when a workflow rule is triggered. For example, send an e-mail,
generate a notification, send a text message or update a field of the object (both standard and extension fields
as well as trigger an action). You can define actions using one of the supported rule-types namely the E-mail,
Messaging and Notifications. For detailed information, see the references below.

Related Information

Workflows

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2.22 Approvals

Learn how approvals work in the solution.

Approval workflows are configured by your solution administrator and help streamline your business
processes. Approvals are typically routed to your reporting line manager, though there may be multiple levels
of approval required for certain objects or conditions. Your administrator can also incorporate conditions into
the approval process itself such as limits to the amount an approver is allowed to approve. And finally, your
administrator can configure your solution to include e-mail approval notifications in addition to the default
notifications found in the toolbar.

Few important facts about approvals:

• One business transaction can have one active approval process.

• Within an approval process, you can define several approval steps with different approvers and conditions.
• For multiple approval steps, the system checks each step in succession for the defined conditions. If
approval for one step is not granted, then the system will not proceed to the next approval step.
• The approval notifications, such as the request and the confirmation, appear in the notification area of the
system for the involved employees and managers.

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• If the approver finds an unsatisfactory transaction, then the approver can add a comment and return it to
the employee for revision. The employee then revises the transaction and submits it again for approval.
Once the business transaction is correct, it can be further processed.
• The approval process can be enhanced with e-mail notifications that are sent directly to the applicable
employees, as described in the prerequisites below.

Example: Campaign Approvals

 Example

For example, you have activated the approvals for campaigns in your system, and now you want to define
a two-step approval process. In the first step, campaigns created for the campaign execution type Direct
E-Mail are to be approved by one of two employees in your company. In the second step, campaigns with
target groups greater than 10,000 members are to be approved by the line manager of the employee.

Now suppose that the employee created a campaign with execution type Direct E-Mail, with a target group
that contains 10,523 members, but neglected to specify the start and end date of the campaign.

In response, the system first confirms that this campaign requires approval, so the employee is only
authorized to select Actions Submit for Approval . Then, one of the approvers checks the campaign
and notices that the campaign start and end dates are missing, so the approver adds a comment to the
campaign, and returns it to the employee for revision. The employee corrects the campaign accordingly
and submits it again for approval.

The campaign is then initially approved, but the employee must wait until the line manager also provides
approval, because the target group has more than 10,000 members. The system determines the line
manager from the organizational management hierarchy, upward from the employee, until the first
manager is found.

Example: Multi-Step Approval for Opportunity

Let’s say your system has been set up with a rule that requires your manager’s approval for any opportunity
that has a less than a 20% probability of closing but that has already been published to the forecast. In
addition, there’s another rule that requires the top-level account owner’s approval for any opportunity at an “A”
category customer within a specific region. When you create an opportunity that fits both of these conditions,
you are prompted to submit it for approval. The system then notifies your manager who can either approve
the opportunity or send it back to you for revision. Once your manager approves it, the system will send a
notification to the top-level account owner who also needs to approve the opportunity before it can move to the
next stage in your business process.

Related Information

Approvals

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2.23 Customer Onboarding
We’re introducing an easy, step-by-step simulation flow to improve the new user’s experience and ensure their
success with the solution.

Why do customers move away from a product? One, they feel that they don’t understand the product, and
second that they aren’t getting any value from it. Both these problems can be addressed by creating a
seamless user experience from the first interaction to the final purchase decision.

The simulation flow provides a consistent product experience for each new customer and gets them
acquainted with our solution. The new user gets step-by-step guidance as they navigate through the solution.

What’s unique about the simulation flow?

• All the complexities of the solution have been hidden behind a clean and simple user interface for the new
users to try out the different features.
• We have added personas for the new users to interact and experience the product as a real user. New
users can use personas to learn best practices and understand the use cases crafted by SAP Experts.
Using personas, the new users can also learn about the latest interactions offered on the UI, extensibility &
different features offered.
• Simulation flow provides the hand-holding that a new user needs as they get started. It ensures that they
understand the product and how it provides value.

Onboarding experience for each new customer

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When the new user logs in for the first time, they’re directed to a simulation flow on the UI that provides
step-by-step guidance for basic configuration and helps to set up the system and try out the different features
in the solution.

You can set the company preferences, add data, select your theme and brand, simulate business roles and
assign business roles. You can only use your own personal data (for a more meaningful, contextual experience)
to try out the different functionality. As part of simulation experience, you can also simulate different business
roles. For example, a sales representative or a service agent business role. When you come to the home page by
clicking Go to System from the screen, you can access the persona card on the home page. When you select a
persona card, the system showcases SAP delivered definition for selected persona.

 Remember

Once you click, Go to System you can’t go back to simulation.

Any new tenant that is provisioned by SAP, either test or production tenant comes with the simulation flow. You
can choose the step-by-step flow to familiarize yourself with the system or exit and directly go to the system.

 Note

• Once you click Go to the System, the simulation flow ends and you can no longer access it.
• Simulation provides sequential steps. But you can also choose to go any step you want.

Steps in the simulation flow:

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 1. On the first screen, click Let’s get started. You’re directed to Complete the Setup screen.
2. Under Company Preferences, you can review your company preference. All entries (company, country/
region, currency, and time zone) are prefilled based on the initial data provided by the new customer while
requesting for a tenant.
3. Under Add Data, you can add users, accounts, contacts, and products by downloading the template, filling
in user data and uploading. Once you have added the data, you see the information displayed under Add
Data.
4. Under Select Theme and Brand, all the themes available for the tenant are visible. You can also add your
own custom logo. By default, SAP logo is provided, but you can change and upload your own logo.
5. Under Simulate Business Roles, all the roles available for the tenant are visible. You can click on each role
to see the respective simulation for the role.
6. Under Assign Business Roles, you can assign roles to the users you’ve added in the system. Each user can
have multiple roles.

 Note

You can access help from the user drop down and log out. When you log out, you can log back in into the
simulation flow.

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3 Accounts and Individual Customers

Account management capabilities offer a holistic view of the customer, and allow you to capture, monitor, store
and track all critical business information about customers, prospects and partners.

Use this information to focus on your most profitable customers, maintain satisfaction and loyalty and
consistent interaction across all channels.

 Note

All accounts, individual customers, employees, contacts, partners and competitors are considered as
business partners in the system. Therefore all functions that are common to business partners are
applicable to them.

 Note

In SAP Cloud for Customer , the Customers refers to corporate accounts, individual customer accounts
and contacts. Accounts represent organizations with which business is done and Individual Customers
represent persons with whom business is done. Create business accounts to represent your customers in
your system. This chapter explains the features around the corporate accounts and individual customer
accounts. Most features are common to both accounts and individual customers. However you can
maintain contacts only for corporate accounts and not for individual customers. For information on
contacts, see Contacts Management

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3.1 Scope and Configure Accounts

Scoping and configuration for accounts.

Accounts management is comprehensive with a host of features and configuration possibilities. For most of
these functional features, you as an administrator, will need to maintain the required configuration. The topics
below describe the configuration in detail.

3.1.1  Enable Accounts

Administrators can enable and scope accounts in the business configuration.

To scope and enable accounts, go to Business Configuration Implementation Projects . Select your
project and navigate to Edit Project Scope Questions Sales Account and Activity Management
Account Management .

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3.1.2  Configure Default Customer Roles

Administrators can define customer roles.

To maintain the required configuration, go to Business Configuration Implementation Projects . Select

your project and navigate to Open Activity List Accounts Maintain Customer Roles .

3.1.3  Configure Basic Business Partner Details

Administrators can maintain the basic business partner attributes such as titles, relationships, name and so
on.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List General Business Partners Accounts to maintain the following configuration. Basic
descriptions for these configurations can be found in the system.

• General Business Partner

• Name Formats
• Number Ranges for Business Partners
• Industries
• Legal Forms
• Marital Status
• Professions
• Academic Titles
• Titles
• Relationships
• Tax Number Types

3.1.4  Configure Basic Account Features

Administrators can maintain the basic business configuration for accounts such as roles, classifications,
payment terms and so on.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Accounts to maintain the following configuration. Basic descriptions for this configuration can
be found in the system.

• Account ABC Classification

• Payment Terms
• Customer Groups
• Nielson IDs
• Customer Roles
• Delivery Block Reasons

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• Billing Block Reasons
• Order Block Reasons
• Sales Document Order Block Assignment

3.1.5  Configure Account Maintenance

Configure parameters for account maintenance.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions General Business Data Handling of Business Partners, scope the following questions:

• Do you want to sync accounts and contacts in your solution with Microsoft Outlook?
• Do you want to sync accounts and contacts in Microsoft Outlook with your solution?
• Do you want to see the calculated fields like active pipeline and year to date revenue in the header of the
account detail?
• Do you want to see the calculated fields like active pipeline and year to date revenue in the account
hierarchy facade of the account detail?

3.1.6  Configure International Address Versioning

Administrators can configure International Address Versioning for language maintenance.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune International Address Versions and select all the languages in the list for which you
need to maintain address data. The activated scripts (for languages corresponding to the address versions)
can be used to maintain master data such as business partner name and address.

 Note

You must also specify a default address version that will initially be displayed and that must be maintained
for every record. After the creation of name or address data for a non-default address version you cannot
change the default address version again.

Additionally, you can configure the feature under Business Configuration Implementation Projects .
Select your project and navigate to Edit Project Scope Questions Built-in Services and Support
Business Environment Addresses and Languages International Address Versions and select the scoping
question: Do you want to specify textual master data using international address versions?

3.1.7  Enable Address Check

Administrators can configure address check that validates addresses maintained in master data for business
partners and organizational units, during migration and data replication.

To enable address check, go to Business Configuration Implementation Projects . Select your project
and navigate to Open Activity List Address Checks . The system checks if address data, such as country/

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region, and postal code length, is consistent. Inconsistent data leads to error messages and cannot be saved or
activated.

To disable the address check, select the Allow Saving of Inconsistent Addresses checkbox. If you select the
checkbox below, you allow the saving of inconsistent addresses for master data. The check results will then be
shown as warnings, and the data will be saved.

 Note

Checks of address data for business documents are not affected.

[Link] Turn Off Country/Region Specific Formatting for

Phone Numbers

Administrators can turn off the country/region specific formatting for phone numbers to avoid issues during
replication of business partner addresses.

To maintain the required configuration, go to Business Configuration Implementation Projects . Select

your project and navigate to Edit Project Scope Questions Built in Services and Support Business
Environment Address and Languages and select the scoping question: Do you want to suppress the
defaulting of the country dialing code for phone numbers without country dialing code?

Country/region specific formatting ensures that if the recommended format for a phone (or mobile) number
isn’t maintained and the dialing code isn’t available, then system determines the dialing code from the postal
address. However, during migration or replication, if inbound phone numbers do have the dialing code but are
prefixed ‘00’ instead of the superior leading ‘+’, this may result in problems with migration. Use the scoping
question to suppress country/region formatting for such business needs.

 Note

The recommended format to maintain a phone or mobile number is to start with a leading ‘+’ followed by
the dialing code, for example, ‘+49 (6227) 7-47474’.

[Link] Maintain Custom Name Prefixes For Country/

Region Specific Requirements

Administrators can define custom prefixes for business partner names under Business Configuration
Implementation Projects . Select your project and navigate to Open Activity List General Business
Partners Maintain Name Prefixes .

This configuration allows you to maintain name prefixes that is specific to country/region. Before configuring
the prefixes, map them to corresponding values in external systems such as SAP S/4HANA in order to ensure
seamless replication of business partner data.

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3.1.8  Configure Maps

Administrators can configure Google Maps or AutoNavi Maps for different accounts.

To enable map view, you must configure mashup. Proceed as follows:

1. Choose Administrator Mashup Authoring .

2. On the Mashup Authoring screen, select Custom Mashups from the dropdown menu.
3. Perform a search for the mashup ID. The mashup IDs for the available maps are as follows:
• Google - SM00078
• AutoNavi - SM00079: For use in the countries/regions such as China where Google Maps aren’t
supported.
4. Select the mashup and click Enter API Keys. The Enter API Keys dialog box opens.
5. Click Show API Key and, in the API Key Value column, enter the API key that you received from the service
provider.
6. Save your changes.

 Note

• The use of the Google Maps Service is subject to Google Terms of Service, which are written in http://
[Link]/intl/en/policies/terms/ . If you don’t accept such Terms of Service, including but
not limited to all limitations and restrictions therein, you may not be able to use Google Maps Service
in SAP Cloud for Customer. The use of Google Maps Service in or through SAP Cloud for Customer
constitutes your acceptance of Google Terms of Service, and it can be terminated by SAP without
reason at any time and SAP is not required to provide an equivalent service via another provider.
As a prerequisite, please create a support ticket to obtain and use the SAP API key for Google Maps.
• The use of AutoNavi Maps Service is subject to AutoNavi Terms of Service, which are written in http://
[Link]/doc/[Link] . If you do not accept such Terms of Service, including but not
limited to all limitations and restrictions therein, you may not be able to use AutoNavi Maps Service
in SAP Cloud for Customer. The use of AutoNavi Maps Service in or through SAP Cloud for Customer
constitutes your acceptance of AutoNavi Terms of Service, and it can be terminated by SAP without
reason at any time and SAP is not required to provide an equivalent service via another provider.
As of the August 2022 release, SAP doesn’t provide any API keys to the customers for AutoNavi Maps
configuration.

3.1.9  Configure Address Validation for Geo Tracking

Administrators can configure address validation for geo tracking using standard microservices from SAP Cloud
Platform.

Prerequisite

When you purchase a license for the microservice, you are assigned a Request URL to access SAP DQM micro
services. The URL is unique to your data center on SAP Cloud Platform and is required to activate integration

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with the SAP Cloud for Customer. You can access this URL under SCP Cockpit Services Data Quality
Services Application URL . Copy this URL to a notepad on your local machine. You assign this URL when
configuring the integration in your cloud for customer system.

Steps for Configuring Microservice for Address Validation in SAP Cloud for
Customer

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Built in Services and Support Business Environment Addresses and
Languages and select the scoping question: Do you want to use the Address Validation service?
2. Configure Mashup Web Services
There are two mashup web services that you must configure.
1. DQM Address Type Ahead mashup service:
1. Go to Administrator Mashup Web Services .
2. Select the pre delivered service (SW00095) and Copy the template to create new service.

 Note

Under General Information, retain the Service Name and Description as it is.

3. Under Service Information, update the necessary fields as:

• Authorization Method: OAuth
• HTTP Method: Post
• URL: Maintain the Token Endpoint URL that is provided in OAuth settings from SAP Cloud
Platform.
• Enter the Consumer Key and Consumer Secret that you have created during OAuth settings.

 Note

Ensure that you retain the other fields as it is.

4. Click Save and Activate.

2. DQM Address Type Ahead Endpoint mashup service:
1. Go to Administrator Mashup Web Services .
2. Select the pre delivered service (SW00094) and Copy the template to create new service.

 Note

Under General Information, retain the Service Name and Description as it is.

3. Under Service Information, update the necessary fields:

• Authorization Method: OAuth
• HTTP Method: Post
• URL: Maintain the Address Cleanse URL from Available endpoints list in SAP Cloud Platform.

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  Note

• Do not use the URL from Available endpoints when using client certificates list in SAP
Cloud Platform.
• Ensure that you retain the other fields as it is.

4. Click Save and Activate.

 Note

Maintain only one mashup for Token and Service. Multiple mashups for the same will create
inconsistency.

 Note

If you currently use the data quality service using communication arrangement and wish to continue
using the same, you can do so. However, SAP recommends that you access DQM via the Cloud
Foundry. To switch to the Cloud Foundry, you must first remove the communication arrangement, and
then follow the steps described under Configure Mashup Web Services step.

Configuration in SAP Cloud Platform

Upload the client certificate (that you have assigned to communication arrangement in Cloud for Customer
and downloaded to your local machine) to SAP Cloud Platform. For detailed documentation on importing
client certificate to SAP Cloud Platform and configuring client certificate authorization, see Client Certificate
Authorization.

Billing for DQM Service for Address Validation

The street address validation along with geo coding is enabled by default for each SAP Cloud for Customer to
SAP DQM micro service call. The following considerations apply as part of the address validation service:

• Street address validation and geo coding are considered as two different transactions by DQM service.
• Street and post office box addresses within the same address validation transaction are considered
separately.

For detailed information on billing for these API calls, refer to Billing/Usage Information (Per API Call)

Additional Information

For detailed information on enabling and configuring DQM Microservices, see the documentation under Data
Quality Management, microservices for location data (DQM microservices).

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3.1.10  Configure Address Type Ahead Search

Administrators can configure address type ahead search using standard microservices from SAP Cloud
Platform.

Prerequisite

When you purchase a license for the microservice, you are assigned a Request URL to access SAP DQM micro
services. The URL is unique to your data center on SAP Cloud Platform and is required to activate integration
with the SAP Cloud for Customer. You can access this URL under SCP Cockpit Services Data Quality
Services Application URL . Copy Address Cleanse URL under Available endpoints to a notepad on your local
machine. You assign this URL when configuring the integration in your cloud for customer system.

 Note

Do not use the URL under Available endpoint when using client certificates.

Configuration in SAP Cloud Platform

Generate OAuth 2.0 Client IDs and Token Values to configure in SAP Cloud Platform. For detailed
documentation on generating OAuth 2.0 certificate to SAP Cloud Platform, see OAuth 2.0 Authorization.

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Steps for Configuring Microservice for Address Type Ahead Search in SAP
Cloud for Customer

1. Enable the scoping question as follows:

1. Go to Business Configuration Implementation Projects .
2. Select your project and navigate to Edit Project Scope Questions Built in Services and Support
Business Environment Addresses and Languages .
3. Select the scoping question: Do you want to use the address type ahead search functionality?
2. Configure Mashup Web Services
There are two mashup web services need to be configured.
1. DQM Address Type Ahead mashup service:
1. Go to Administrator Mashup Web Services .
2. Select the pre delivered service (SW00095) and Copy the template to create new service.

 Note

Under General Information, retain the Service Name and Description as it is.

3. Under Service Information, update the necessary fields as:

• Authorization Method: OAuth
• HTTP Method: Post
• URL: Maintain the Token Endpoint URL that is provided in OAuth settings from SAP Cloud
Platform.
• Enter the Consumer Key and Consumer Secret that you have created during OAuth settings.

 Note

Ensure that you retain the other fields as it is.

4. Click Save and Activate.

2. DQM Address Type Ahead Endpoint mashup service:
1. Go to Administrator Mashup Web Services .
2. Select the pre delivered service (SW00094) and Copy the template to create new service.

 Note

Under General Information, retain the Service Name and Description as it is.

3. Under Service Information, update the necessary fields:

• Authorization Method: OAuth
• HTTP Method: Post
• URL: Maintain the Address Cleanse URL from Available endpoints list in SAP Cloud Platform.

 Note

• Do not use the URL from Available endpoints when using client certificates list in SAP
Cloud Platform.
• Ensure that you retain the other fields as it is.

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 4. Click Save and Activate.

 Note

Maintain only one mashup for Token and Service. Multiple mashups for the same will create
inconsistency.

Billing for DQM Service for Address Type Ahead Search

The street address type ahead search is enabled by scoping question for each SAP Cloud for Customer to SAP
DQM micro service call. The following considerations apply as part of the address type ahead search service:

• Street address type ahead search is considered as two different transactions by DQM service.
• Street and post office box addresses within the same address type ahead search transaction are
considered separately.

For detailed information on billing for these API calls, refer to Billing/Usage Information (Per API Call).

Additional Information

For detailed information on enabling and configuring DQM Microservices, see the documentation under Data
Quality Management, microservices for location data (DQM microservices).

3.1.11  Configure Duplicate Check

Administrators can configure duplicate check by maintaining weightages of parameters for the business
partners.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Duplicate Check Weighting for Business Partners .

Additionally, you can scope one the following questions under Business Configuration Implementation
Projects . Select your project and navigate to Edit Project Scope Questions General Business Data
Business Partners Handling of Business Partners :

• Do you want to apply a strong check for duplicate business partners?

• Do you want to apply a medium check for duplicate business partners?
• Do you want to apply a weak check for duplicate business partners?
• Do you want to disable the duplicate check for business partners?
• Do you want to include obsolete business partners in the duplicate check?

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3.1.12  Configure Custom Identifiers

Administrators can configure custom identifiers for accounts and individual customers and use them in a host
of functions. The new tab Identifiers displays the identifiers you maintain for an account or individual customer.

Configure identification types under Business Configuration Implementation Projects . Select your
project and navigate to Open Activity List General Business Partners Maintain Identification Types .

3.1.13  Enable Customer Merge

Administrators can enable customer merge for accounts and contacts.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions General Business Data Business Partners Handling of Business Partners and select
the scoping question: Do you want to enable accounts merge?

 Note

SAP does not recommend configuring customer merge if your customer master records are replicated
with an external system (that is SAP ERP and SAP CRM integration is scoped). This is because a merge
execution does not trigger a corresponding replication in the external system which may give rise to data
inconsistency.

In order to initiate merge, you must have the Data Cleansing work center view assigned to user. In this work
center view, click on New to trigger a manual merge. You can select a maximum of three customer records -
one master and two duplicate records to be merged. Note that this action can be initiated only if the merge
object is in one of the following statuses:

• Not Started
• Merge Failed
• Merge Completed
• Realignment Failed

For detailed troubleshooting information for customer merge, see the section - Customer Merge FAQs.

Related Information

Merging Marketing Permissions [page 215]

When you’re merging corporate accounts, individual customers or contacts, the system also merges the
related marketing permissions. But there are things to keep in mind to interpret the merged data correctly
afterwards.

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3.1.14  Configure ABC Classification

Administrators can configure ABC Classifications to maintain classification types.

To configure, go to Business Configuration Implementation Projects . Select your project and navigate to
Open Activity List Fine-Tune Accounts , and choose Maintain ABC Classifications for Accounts.

3.1.15  Configure Marketing Permissions

Administrators can configure marketing permissions. With the communication categories, you can specify how
often a customer can be contacted during a certain period of time.

In the Marketing Permissions fine-tune activity, you maintain your communication categories and the
communication channels for countries/regions with an explicit opt-in. These settings are required to track
whether your customers opt-in or opt-out for a specific communication channel.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune and then select the Marketing Permissions activity from the activity list.

1. Maintain Communication Channels for Countries/Regions with an Explicit Opt-In:

 Caution

It’s the responsibility of your organization to comply with national legislation regarding data protection
and the provision of marketing materials. Therefore, administrators must configure the solution for
each country/region in which, or each customer with whom, your organization intends to conduct
marketing activities and, to the extent legally required, make use of the option to store documents such
as opt-in or opt-outs.

To add a country/region where an explicit opt-in is required, click Add Row, enter the country/region and
the corresponding communication channel, such as e-mail, letter or fax, and save your changes.
2. Maintain Communication Categories:
1. To create a communication category, click Add Row
2. Enter a communication category, a description, a limit, and the time frame. With the limit and time
frame, you can specify how often a customer can be contacted during a certain period of time. When
adding communication categories, we recommend starting with the letter Z
3. Save your work.

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3.1.16  Configure Attributes

You can define attributes or attribute sets and make them visible for users in the advanced searches for
accounts, contacts, and individual customers.

Define Attributes and Attribute Sets

Administrators can configure attributes.

Go to Administrator Sales and Campaign Settings Attributes to view and configure attributes or
attribute sets.

 Note

If your solution is integrated with SAP Customer Relationship Management (SAP CRM), then you can only
view, but not create or modify, attributes or attribute sets from this screen.

As you maintain attributes, you can configure their characteristics (for example, whether they are mandatory),
their value list and their descriptions in one or more languages. As you maintain attribute sets, which represent
combinations of attributes, you can select the Person-Relevant checkbox to make the attributes visible in the
Attributes tab of the Contacts work center view. You can also select the Organization-Relevant checkbox to
make them visible in that tab on the Accounts or Individual Customers work center views.

Enable Search using Attributes

Provided if you personalize your solution to make it visible, you can enable your users to access the Attributes
field within the advanced search of accounts, contacts and individual customers and maintain conditions there
that influence the corresponding search behavior. Once this field is visible and your users select it to maintain
conditions, they can specify a combination of attribute sets, attributes, operators and values – for example,
Employee Attributes, Region, Equal, and North America, respectively – to apply to the attributes search. Users
can also specify additional attribute conditions with the logical operator OR. Once these parameters have
been saved, users can apply the associated conditions as an advanced search query to find business partners
with corresponding Attributes, and to display them within the attributes tab of the work center view of the
associated business partner.

Display in Account Summary

From the item details of an account, when you choose the [Summary] function, Attributes for the account now
appear within the resultant account summary.

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  Note

This enhancement only becomes available once you select Administrator Form Template
Maintenance and then choose the Account Summary form template and revert to the most recent
version.

Access Restrictions

You can configure the business roles in your solution to specify business access restriction
BUSINESS_ATTRIBUTE_ASGNM_READ, thereby making attributes read-only for the associated business users

Attribute Data Source

You can use the new report Business Partner with attribute assignment, whose technical name is
CODBUSATTRBPB_Q0001, to specify search criteria related to Attributes and to find corresponding business
partners. Within this report, you can also right-click on the name of a business partner, then choose Export All
Account and Contacts to New Target Group, to create a target group for the associated accounts and contacts.

Use in Analytics

To drive analytics in relation to attributes, you can use the following new data sources:

Data Sources for Attributes

Data Source ID Data Source Name Description

CODBUSATTRBPB Business Partner with Attribute Shows all Attribute values assigned to
Assignment the reference business partners.

Attribute Assignment Contains all Attributes values assigned

 Example
to the reference business objects.
CODBUSATTRGENB

3.1.17  Configure Target Groups

Administrators can configure target groups for accounts.

Define the following configuration for target groups:

• Enable Target Groups

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 To configure target groups, go to Business Configuration Implementation Projects . Select your
project and navigate to Open Activity List Sales Campaign Target Groups .
• Sales Organization for Target Group
If you have used personalization to display the sales organization for a target group, the field is visible in the
target group header data. This field defines the sales organization of the target group, such that employees
who are assigned to that sales organization can view or edit target groups that belong to it.
• Access Restrictions
To introduce access restrictions for target groups in your solution, choose Administrator General
Settings Users Business Roles and edit the business role of interest. On the subsequent screen, in
the Access Restrictions view, select the Target Groups work center view and define the read/write access as
restricted, then provide the appropriate restrictions at the sales organization level.

Include Employees in Target Groups in E-mail Blasts

In the E-mail Blasts dialog, set the flag for Include Employees to allow marketing administrators to send e-mail
blasts to employees listed in a target group. When you select this flag, the e-mail blast that will be sent out
includes target group members (accounts, individual customers, contacts, etc) as well as the employees listed
under the Employees tab screen

Various Possibilities for Creating Target Groups

You can create and maintain target groups from the following:

• Data Groups
• Add Members to Target Group: A sales campaign administrator can create a target group and share
the target group ID with the sales representatives who in turn can add their accounts to the target
group. Note that each sales representative can add members without directly accessing the target
group. Additionally, you can also use the Create Target Group menu option.
• Target Group work center: In the Members tab screen under Target Groups work center view, you can
directly search for customers, contacts or accounts and then add them to the target group. Use the
standard or extension field based search parameters to add members to the target groups. It also possible
to search for based on marketing attributes and add them to the target group. You can also mass delete
members within a target group using action Remove from Target Group.
• External Sources: Import target group member assignment from external source using excel add-in
(under Actions New from Microsoft Excel or web services. A2A services area also available to import
segmented target groups into the cloud solution.
• Analytical Reports: Use out of the box analytical reports provided in the solution to use strong analytical
framework to filter member list and add them directly to a target group in just one single click. The
following out of the box standard reports from which account /contacts can be exported to a new target
group:
1. Accounts contact Data- Sales Campaign administrator can slice and dice account contact data
and create a target group from the report.
2. Accounts with Open activities - Sales Campaign administrator can check for open activities /
opportunities and create a target group.

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 3. Campaign Response Details - This report lists all the responses provided by the members of a
previous campaigns. The Contact and Account data can be segmented based on different criteria. The
contacts can then be exported into a new target group.
• Dynamic Target Groups Define dynamic target groups using conditions within the target group. Based
on these conditions, the application determines the members and adds them automatically to the target
group.

Creating a Dynamic Target Group

1. In the Target Groups work center view under Sales Campaign work center, click on New.
2. Select the checkbox for Member Determination on the target group creation screen. The target group will
be created with status In Preparation.

 Note

It is currently possible to create dynamic target groups only for accounts, contacts and individual
customers.

Configuring Automatic Member Determination

1. Maintain Conditions
1. From the target group worklist, select and open a dynamic target group. Note that the column
'Member Determination' is checked for dynamic target groups.
2. Under the Member Determination tab, three tables are provided for maintaining the selection
conditions for one type of business partner.

 Note

The automatic member determination is currently supported for the following business partner
types - Account, Contact and Individual Customer.

3. Maintain the required conditions for each business partner type.

2. Maintain the Determination Schedule
1. You now need to schedule the member determination process after you have maintained the
conditions for business partner types. In the section - Schedule, you can schedule immediately or
at a particular date and time. Additionally, it is also possible to specify a recurrence for this schedule.
3. Activate the Member Determination Process: Finally, you can initiate the member determination
process by clicking on Activate (under Actions). This triggers the member determination process in the
background. The member determination happens as a background job. The Execution Status displays the
progress for activation. On successful activation, the target group status becomes Active and the execution
status is set to Scheduled.

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  Note

Activate performs a dual function; it activates the target group and schedules the member
determination process. While activation is a one-time activity, the Activate remains enabled as long
as the target group is in status In Preparation.

4. Deactivate Schedule: Use this feature to adjust the determination conditions any time during the member
determination process. This halts the determination process and the Execution Status is set to Not Started.
However, the determination process cannot be halted if the Execution Status is set to Running. Finally, click
on Activate Schedule to resume the determination process.

Maintain Conditions for Extension Fields

It is possible to define conditions for extension fields. However, note that the allowed selection criteria for
member determination is the same in both dynamic and manual target group. For example, the set of
attributes for which you can define conditions in the target group and the set of search fields on a static
target group are same.

PREREQUISITE:The user has access to the Key User Tool authorization.

Follow these steps to define conditions for extension fields:

1. Create an extension field on the customer screen

2. Select an appropriate extension scenario. Note that in order to maintain the conditions for extension fields
on the target group, the field must be extended in an appropriate extension scenario.
1. Create an extension field.
2. Save and open the edit screen for the extension field and navigate to the Extension Scenarios tab.
3. Select the scenario Account - General Information to Target Group - Account
Selection and add the extension field to this scenario.
3. Add the extension field to the Customer screen. You have created the extension field and now need to add
this to the customer screen. To do this, in the Additional Fields dialog screen, select the checkbox and click
on Apply.
4. Follow these steps to add the extension field to the search screen of static target group:
1. Open a static target group (where the member determination is not configured).
2. In the Members tab, click on Add Accounts under the Add.
3. Add the extension field that you created for the account.

 Note

If the extension field is not added to the search dialog, then the member determination will not
work for the created extension fields.

5. Add the extension field to the conditions table: Open the dynamic target group where you want to
maintain conditions for the extension fields. In the Account Condition table, select and choose Apply to add
the extension field.

 Note

The process of configuring conditions for extension fields is similar as described above for other member
types (Contacts and Individual Customers).

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3.1.18  Configure Blocking Reasons

Administrators can configure blocking reasons.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Accounts , and maintain blocking reasons for the following:

• Delivery block reasons

• Billing block reasons
• Order block reasons
• Sales document order block assignment

3.1.19  Configure Blocks for External Follow-up Documents

Administrators can configure blocks for external follow-up documents. You can block external follow-up
documents to SAP ERP for accounts marked as prospects

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Communication and Information Exchange Integration with External Applications and
Solutions Integration with SAP ERP and select the scoping question: Do you want to block prospects
created in your cloud solution from being replicated to your SAP ERP solution?

3.1.20  Configure Relationships Including Buying Center

Administrators can configure relationships including buying center.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune General Business Partners .Under General Business Partners, define the possible
relationships between business partners in your system. The standard solution provides relationship codes
that you can use. Choose to define new relationship codes or even disable the standard codes. Note that
certain standard relationship codes cannot be deactivated.

Enter a code for and the name of the relationship along with a description for both directions of the
relationship, such as Has Contact for the relationship of business partner 1 with business partner 2 with
business partner 1 being an organization. Depending on the relationship type, choose whether the business
partner is a person or an organization, and select the business partner roles that are permitted for each of the
business partners in the relationship.

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Assign Relationships to Party Role in Party Role Definition

You can also link the relationships you define to party role in involved party. Do this, for example, if you want
to automatically determine the party role in documents like lead, opportunity, sales quote, activities based on
specific relationship.

Example: define a new custom Party Role “Reseller” that has the relationship “Has an OEM” assigned to it.

Sales Area Based Relationships

Configure sales area dependent relationships that are evaluated during transactions involving the accounts.

3.1.21  Configure Buying Center

Administrators can configure buying center based on business partner and buying center relationships..

Enable Buying Center based on Business Partner Relationships

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales Account and Activity Management Account Management and select
the scoping question: Do you want to enable buying center based on business partner relationships?

Enable Buying Center based on Buying Center Relationships

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales Account and Activity Management Account Management and select
the scoping question: Do you want to enable buying center based on buying center relationships?

3.1.22  Configure Account Teams

Administrators can configure account teams.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Party Role Definition and create account teams based on roles. Standard roles are
shipped in your system; Define custom roles such as Direct Sales, Product Expert, and so on.

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3.1.23  Configure Business Add-In to Modify Org Units from
MyTeams Employees

With BAdI OrgUnitEmployeeMyTeamQueryModify in the SAP Cloud Applications Studio, administrators can
add or remove organizational units from which the employees for the MyTeam are derived.

With the MyTeam query for sales scenarios:

• For non-managers: The team is defined as Employees in the organization to which the logged on user is
directly assigned, and employees in any organization subordinate to the logged on user’s organization
• For managers (considering the reporting line):
• Employees in any organization which the logged on user is assigned as manager, and employees in any
organization subordinate to the organization logged on user is assigned as a manager.
• Employees in the organization to which the logged on user is directly assigned, and employees in any
organization subordinate to the logged on user’s organization.
• If the logged on user is not assigned to any position in any organization, then the team is just the
employee.

 Note

You can assign a manager to an org. unit to support the manager’s manager determination for approvals
or workflows. This organizational assignment can lead to an unwanted MyTeam result for the manager
according to the definition above. Another use case for the OrgUnitEmployeeMyTeamQueryModify BAdI
is if you would like to remove the secondary team assignment in the MyTeam query.

3.1.24  Configure Account Hierarchies

Administrators can configure account hierarchies.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales Account and Activity Management Account Management and select
the scoping question: Do you want to use account hierarchies? The structure that you create in SAP CRM
system is displayed in the Account Hierarchy tab of an account. Expand and collapse the account hierarchy at
any level to display as many or as few accounts as you like.

 Note

You need to migrate account hierarchies to your cloud solution. For detailed information on how to migrate
account hierarchies, see Migrating Account Hierarchies.

3.1.25  Configure Account Merge Without Party Re-

determination

Your administrators can configure account merge without party re-determination.

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Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions General Business Data Business Partners Handling of Business Partners and select
the scoping question: Do you want to disable the party re-determination during account merge for open
transactions?

3.1.26  Configure Involved Party Roles

Administrators can configure involved party roles.

Business partners is a collective term for all the organizations and people you interact with in your business,
and includes accounts, contacts, partners, and employees. When you create a document, you can designate a
business partner as an involved party and assign them a role.

You can designate roles for sales quotes, leads, opportunities, service tickets, or activities. You can then
automatically determine involved parties for these business transactions and documents using determination
rules and master data.

The offline party determination is possible independent of the party role category; The following active
determinations are supported in offline mode:

• Determine party via assigned relationship from account.

• Copy from account.
• Determine from logon user.

3.1.27  Configure Sales Data

Administrators can configure account sales data that includes distribution channel, division, sales area
territory hierarchy level, price lists and price groups.

Administrators can configure account sales data.

Sales Area Distribution Channel

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Distribution Channel to maintain distribution channels for your company.
Additionally, assign the distribution channel to the org. structure for your company using the work distribution
maintenance.

Division

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Division to define divisions in your company.

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Sales Area Territory Hierarchy Level

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Sales Territory Hierarchy Level to create the root sales territory and other territory
levels.

Related Information

For more information, see Configuring Divisions.

3.1.28  Configure Business Add-In to Enhance Sales Area

Access Context Transactions

With BAdI CustomAccessControlListWrite in SAP Cloud Applications Studio administrators can enhance
the access context of transactions by an own implementation using the sales area.

In previous releases, the BAdI allowed you to:

• Add all territories from account to the access context.

• Remove territory, sales area, and involved parties with certain party role from the access context, for
example based on an extension field, such as an confidential indicator.

In this release, you can also add sales areas (sales organization, distribution channel, division) to the access
context.

 Note

The BAdI is available for Leads, Opportunities, Sales Quotes, Sales Orders, Contracts, Service Tickets, and
Activities.

This BAdI allows administrators to replace the SAP standard access control logic for your business users.
You should be very careful when implementing, testing and using this enhancement. Go to Administrator
General Settings Check User’s Authorization to check the access context of a transaction.

 Remember

The BAdI does not allow control of a different access behavior for write and read access.

The BAdi does not allow you to add additional access context other than context 1015, such as adding the
Document Type to the access context.

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3.1.29  Configure Customer Groups

Administrators can configure customer groups under Business Configuration Implementation Projects .
Select your project and navigate to Open Activity List Fine-Tune Accounts Maintain Customer
Groups .

3.1.30  Configure Payment Terms

Administrators can configure payment terms.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Accounts Maintain Payment Terms to maintain payment terms.

3.1.31  Configure Delivery Priority

Administrators can configure delivery priorities in your SAP Cloud for Customer system and maintain a
mapping to values in SAP ERP system. Prior to this release, it was only possible to map to fixed values from
SAP ERP.

Maintain the configuration under Business Configuration Implementation Projects . Select your project
and navigate to Open Activity List General Business Data Business Partners Handling of Business
Partners Accounts Maintain Delivery Priority .

3.1.32  Configure Tax Number Types

Administrators can configure tax number types.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune General Business Partner Maintain Tax Number Types and add new tax number
types and mark them as Active.

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3.1.33  Configure Territory Based Determination

Administrators can assign territory and create rules for territory based determination.

Go to Administrator Sales and Campaign Settings , you can select:

• Territories to define new territories and assign accounts to them.

• Define Rules for Territories Realignment to define new rules for a realignment run
• Realignment Run to define schedule a realignment run and even define new rules for territory based
alignment for accounts.

3.1.34  Configure Sales Territory Hierarchy Level

Administrators can configure territory hierarchy levels.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Territory Hierarchy Level to maintain territory hierarchy levels.

3.1.35  Web Services for Business Partner End-of-Purpose

Determine if you need to retain business partner data in your system when that data has already been deleted
from an integrated external system.

The following graphic describes process flow to determine the End-of-Purpose for your business partner data.
You can use web services or manually block such business partners in your system using blocking reasons.

Web service interfaces and enhanced interfaces are enabled to support blocking of business partners. Use
these services in scenarios where integrated external systems block or delete business partner data in their

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system landscape. These interfaces allow the external systems to query and maintain the End-of-Purpose
for business partners. Since the definition of what constitutes the end-of-purpose for a business partner is
subjective to the external system, these interfaces are empty CHECK interfaces to allow you to create custom
queries.

For business partners blocked using the below-mentioned interfaces, data cannot be retrieved in list views
in Work Centers, value help in related fields, values selectors, analytics, duplicate checks and web service or
oData queries in the application.

Web Services for Business Partner End-of-Purpose

Web Service Description

II_BUPA_EOP_CHECK_IN This interfaces uses enhancement spot

ES_BUPA_EOP_CHECK to provide a business add-in hook in
SAP Cloud Application Studio. Use this hook to create cus­
tom query for setting end-of-purpose information.

II_BUPA_EOP_MAINTAIN_IN Use this interface to set the End-of-Purpose flag for business
partners. If this flag is set, then the business partner data
is hidden in corresponding Work Centers and value helps
and is not visible to users. Note that the data can be viewed
by administrators in the Data Protection and Privacy Work
Center.

II_BUPA_ERP_EOP_CHECK_IN This interface uses enhancement spot

ES_BUPA_ERP_EOP_CHECK to provide a business add-in
hook in SAP Cloud Application Studio. Use this hook to cre­
ate custom query for setting end-of-purpose information.

II_BUPA_ERP_REPL_IN New attribute has been added in element structure for the
existing interface. Set the indicator for business completed /
End-of-Purpose flag. If this flag is set, then the business
partner data is hidden in corresponding Work Centers and
value helps and is not visible to users. Note that the data
can be viewed by administrators in the Data Protection and
Privacy Work Center.

3.1.36  Configure Default Mapping ID Batch Job for Business

Partners

Your SAP Cloud for Customer solution is integrated with other systems. The customer account, employee, or
contact record from each system has its own unique identifier. Administrators can configure ID mapping to
assign one account ID to be used for all system account records in a batch job.

Your business works with multiple external systems that exchange data. Customer records are created in each
system. Yet each record contains its own unique identifier. SAP Cloud for Customer administrators can map
a default ID to work with one identifier to be used, for example, with, accounts, list prices, and print forms. If
administrators don’t select a default ID, the solution chooses an arbitrary ID as the default.

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Example

Your SAP Cloud for Customer (System A) solution is integrated with two other systems (System B, System C).
System A, B, and C each have their own IDs for a customer account, employee, or, contact record.

In SAP Cloud for Customer, records receive an ID mapping, which is used by any of the integrated systems to
know how they identify the customer record. Here the external system understands the account identifier as
498, but system B uses ID XT6932, and system C uses ID 2754834.

System ID (Account or Employee) External System ID External ID

A 498 XCClnt426 038

B XT6932

C 2754834

Configure a Preferred Account or Employee Default ID

1. Go to Administrator ID Mapping for Integration Edit Default Configuration .

2. Click Add Row.

 Note

The account external ID is the default external ID (Schema Code 918).

3. Click Add Row.

4. From the Object field, select Account.
5. In the Schema Code field, select one of the following:
• 888 - Business Partner ID
• 918 - ERP Customer ID
• 988 - Business Partner External ID

 Note

For Employee, select one of the following Schema Code fields:

• 3 - ERP Employee ID
• 888 - Business Partner ID
• 988 - Business Partner External ID

6. From the Remote System row, enter or search for the system.
7. Save your entries.
8. After configuration, click Select Object Click Migrate Data . Depending on your data volume, after
approximately 1 hour, the migration batch job is complete. You can view the status from the UI.

 Note

There’s a migration of 300 kilobytes (kB) ObjectIdentifierMapping rows per hour. If the data volume
is below 300 kB, the migration occurs o the first execution job. If data volume is above 300 kB, migration
spans over several hours since only a 300-kB records migration is possible.

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  Note

You set the account external ID default is set to Schema Code 918. If more than one account external ID
exists in various integrated systems, the SAP Cloud for Customer solution uses the first one.

 Note

The employee external ID default is set to Schema Code 3. If more than one employee external IDs exist in
various integrated systems, the SAP Cloud for Customer solution uses the first one.

Configure a Preferred Contact Default ID

Administrators can configure a preferred contact default ID, that is used in all integrated systems.

1. Go to Administrator ID Mapping for Integration Edit Default Configuration .

2. Click Add Row. The account external ID is the default external ID (Schema Code 918).
3. Click Add Row.

 Note

There's only one contact relationship, so the contact external ID is the default external ID (Schema
Code 918).

More than one contact relationship for one contact and one contact relationship is marked as the main
relationship. Therefore, the remote external ID is set to the default external ID.

4. From the Object field, select Contact.

5. In the Schema Code field, select one of the following:
• 888 - Business Partner ID
• 927 - ERP Contact Partner ID
6. Save your entries.
7. After configuration, click Select Object Click Migrate Data . Depending on your data volume, after
approximately 1 hour, the migration batch job is complete.

 Note

The Contact external ID default is set to schema code 927. More than one Contact external ID exists in
various integrated systems and one contact relationship is marked as the Main relationship. Then, the SAP
Cloud for Customer solution selects an arbitrary ID as the default indicator for one of the existing remote
IDs.

If no contact relationship is marked as main, a random relationship is chosen and the remote external ID is
set to the default external IDs.

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3.2 Maintain Account Data

Account master data is key information that is required for various sales transactions such as leads,
opportunities, quotes and orders.

Customer Roles [page 187]

Define default customer roles for a customer type. The role is assigned to customers of that type.
Additionally, you can change the description of a standard role provided by SAP to suit your business
requirement.

Party Roles [page 187]

Define business partners as involved parties and assign them involved party roles.

Relationships Between Accounts and Buying Center Relationships [page 188]

Account relationships represent relationships between accounts as well as between accounts and
persons and other business partners such as partners and partner contacts.

Buying Center [page 189]

Buying center refers to all those members of an organization who are key stakeholders and are involved
in the buying process.

Account Teams [page 190]

Define teams within your organization to manage business with customers.

Account Hierarchy [page 190]

An account hierarchy is a collection of accounts linked to each other through a parent-child
relationship.

ABC Classification [page 191]

Maintain ABC Classification type to categorize accounts based on their importance within your
organization..The standard solution offers four levels of categorization, namely A, B, C and D accounts.

Status [page 191]

Manually set an account status to Set to Active, Obsolete or Block an Account.

Visit Types [page 192]

Create specific visit types such as Business Review, Sales Visit and maintain details such as
recommended frequency and duration of visit.

Attributes [page 193]

Attributes can be attached to an object to define additional characteristics of the objects. In the
solution, attributes can be associated with different objects like account, contact, individual customer
and so on.

Account Blocks [page 196]

Use blocking reasons that you configure to block accounts for specific functions.

Payment Terms [page 197]

Payment terms associated with the sales data of an account.

Tax Numbers [page 198]

Tax numbers associated with the organizational data for an account.

Target Groups [page 199]

Groups of accounts created as a target group for sales campaigns.

Customer Groups [page 202]

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 Customer groups within an organizational unit.

Identifiers [page 203]

Assign additional identifiers when creating accounts and individual customers and trigger a duplicate
check using the identifier. Bi-directional replication of these identifiers between SAP Cloud for
Customer and SAP ERP / SAP S/4HANA is also possible.

Competitor and Competitor Product [page 203]

Add Competitor and Competitor Product information in accounts instead of checking a list of past
opportunities.

3.2.1  Customer Roles

Define default customer roles for a customer type. The role is assigned to customers of that type. Additionally,
you can change the description of a standard role provided by SAP to suit your business requirement.

[Link] Configure Default Customer Roles

Administrators can define customer roles.

To maintain the required configuration, go to Business Configuration Implementation Projects . Select

your project and navigate to Open Activity List Accounts Maintain Customer Roles .

3.2.2  Party Roles

Define business partners as involved parties and assign them involved party roles.

Assign the party roles to account teams, territory teams and as involved parties. You can also asssign multiple
involved parties to a business partner (account, contact and individual customer). For example, you can have
an involved party assigned to an account, as a ship-to-party, as a partner and a competitor.

You can make multiple role assignments:

• In the account quick create, when you trigger a duplicate check and the system displays accounts with
similar names and data that you can select from.
• In the launch screen with business partner datasets, when you select edit and change the role assigned to
an account.

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[Link] Configure Involved Party Roles

Administrators can configure involved party roles.

Business partners is a collective term for all the organizations and people you interact with in your business,
and includes accounts, contacts, partners, and employees. When you create a document, you can designate a
business partner as an involved party and assign them a role.

You can designate roles for sales quotes, leads, opportunities, service tickets, or activities. You can then
automatically determine involved parties for these business transactions and documents using determination
rules and master data.

The offline party determination is possible independent of the party role category; The following active
determinations are supported in offline mode:

• Determine party via assigned relationship from account.

• Copy from account.
• Determine from logon user.

3.2.3  Relationships Between Accounts and Buying Center

Relationships

Account relationships represent relationships between accounts as well as between accounts and persons and
other business partners such as partners and partner contacts.

Use the relationships that you have configured to assign relationship between Accounts, Contacts, Partners,
Partner Contacts and so on, based on your business needs.

Relationship types are mostly bi-directional, such as Has a Reseller / Is a Reseller of. Standard relationship
types are configured in the cloud solution; You can also create custom-defined relationship types and maintain
them for sales areas.

In the advanced search for accounts, use account relationships to search for accounts. Two fields, Related-To
and Relationship Role enable search based on relationships.

[Link] Configure Relationships Including Buying Center

Administrators can configure relationships including buying center.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune General Business Partners .Under General Business Partners, define the possible
relationships between business partners in your system. The standard solution provides relationship codes
that you can use. Choose to define new relationship codes or even disable the standard codes. Note that
certain standard relationship codes cannot be deactivated.

Enter a code for and the name of the relationship along with a description for both directions of the
relationship, such as Has Contact for the relationship of business partner 1 with business partner 2 with

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business partner 1 being an organization. Depending on the relationship type, choose whether the business
partner is a person or an organization, and select the business partner roles that are permitted for each of the
business partners in the relationship.

Assign Relationships to Party Role in Party Role Definition

You can also link the relationships you define to party role in involved party. Do this, for example, if you want
to automatically determine the party role in documents like lead, opportunity, sales quote, activities based on
specific relationship.

Example: define a new custom Party Role “Reseller” that has the relationship “Has an OEM” assigned to it.

Sales Area Based Relationships

Configure sales area dependent relationships that are evaluated during transactions involving the accounts.

3.2.4  Buying Center

Buying center refers to all those members of an organization who are key stakeholders and are involved in the
buying process.

Use buying center to collaborate with accounts and contacts using various channels. In the Buying Center tab,
map key stakeholders (involved in buying process) along with their relationships. Information that you create
here is copied for opportunities.

[Link] Configure Buying Center

Administrators can configure buying center based on business partner and buying center relationships..

Enable Buying Center based on Business Partner Relationships

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales Account and Activity Management Account Management and select
the scoping question: Do you want to enable buying center based on business partner relationships?

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Enable Buying Center based on Buying Center Relationships

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales Account and Activity Management Account Management and select
the scoping question: Do you want to enable buying center based on buying center relationships?

3.2.5  Account Teams

Define teams within your organization to manage business with customers.

Standard solution provides two roles - Account Team Member and Employee Responsible - Sales (this role
corresponds to the account owner and therefore has only one member assigned to this role). Maintain account
team members for sales areas and assign them a validity. Additionally, use account teams to:

• Manage accounts and assign activities automatically during various business processes.
• Add employees to account teams (key user authorization required)
• Assign an account to a territory. With this assignment, all users assigned to the territory appear under the
Sales Territory Team in the Account Team tab.
• Define custom roles (such as Direct Sales, Product Expert, and so on) for account team using the Party
Role Definition fine-tuning activity.

[Link] Configure Account Teams

Administrators can configure account teams.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Party Role Definition and create account teams based on roles. Standard roles are
shipped in your system; Define custom roles such as Direct Sales, Product Expert, and so on.

3.2.6  Account Hierarchy

An account hierarchy is a collection of accounts linked to each other through a parent-child relationship.

Account hierarchies are possible only for corporate accounts (and not for individual customer accounts).

Use account hierarchy to:

• Map complex organizational structures of a business partner (for example, buying group, co-operative or
chain of retail outlets). In the Account Hierarchy tab screen view, you can map account structures in an
account.
• Map the complex organizational structure of a large customer with multiple levels of subsidiaries.
• Link an account to a parent account using the Parent Account field. Note that a child account can have only
one parent account.

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• Review the active pipeline for a child account and also the roll-up values for its parent account.

[Link] Configure Account Hierarchies

Administrators can configure account hierarchies.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales Account and Activity Management Account Management and select
the scoping question: Do you want to use account hierarchies? The structure that you create in SAP CRM
system is displayed in the Account Hierarchy tab of an account. Expand and collapse the account hierarchy at
any level to display as many or as few accounts as you like.

 Note

You need to migrate account hierarchies to your cloud solution. For detailed information on how to migrate
account hierarchies, see Migrating Account Hierarchies.

3.2.7  ABC Classification

Maintain ABC Classification type to categorize accounts based on their importance within your
organization..The standard solution offers four levels of categorization, namely A, B, C and D accounts.

[Link] Configure ABC Classification

Administrators can configure ABC Classifications to maintain classification types.

To configure, go to Business Configuration Implementation Projects . Select your project and navigate to
Open Activity List Fine-Tune Accounts , and choose Maintain ABC Classifications for Accounts.

3.2.8  Status

Manually set an account status to Set to Active, Obsolete or Block an Account.

To set status for multiple accounts at a time, select the accounts in the Accounts dataset (Accounts work
center view launch page) and apply the appropriate actions under More menu. Alternatively, apply the status
on individual accounts (or individual customers and contacts) using the Actions menu in the object detailed
view.

 Note

Administrators must enable this feature using Adaptation mode.

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[Link] Define Workflows to Copy Account Status to
Contacts

Use workflow actions to copy account status to its contacts.

Define workflows to automatically update account status for all its related contacts or use these workflow
actions to trigger updates to contact statuses when an account status gets updated. The three workflow
actions to support this feature are:

• Activate Related Contacts

• Block Related Contacts
• Flag Related Contact as Obsolete

[Link] Workflow Actions Supported for Accounts

Extensive workflow support for the accounts business object.

Apart from the standard workflow features, following workflow actions are supported for the accounts business
object:

• Activate
• Activate Related Contacts
• Assign Me as Owner
• Block
• Block Related Contacts
• Create Sales Data for My Default Sales Responsibles
• Derive Territories
• Flag As Obsolete
• Flag Related Contact as Obsolete
• Revoke Obsolescence
• Unblock

3.2.9  Visit Types

Create specific visit types such as Business Review, Sales Visit and maintain details such as recommended
frequency and duration of visit.

Some example use-case scenarios are:

• Visit type - Stock check once every week for 30 minutes

• Visit type - Monthly business review once every month
• Visit type - Annual target setting, once every year

All visits of a customer must be assigned to a valid visit type that you configure in the business configuration
fine-tuning. The Visit Details table in the Visits by Sales Area tab displays a snapshot of visit type,

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recommended frequency, visit duration, and so on. Note that these details are not directly dependent on
account or individual customer sales data.

 Note

The visit header details continue to be displayed in the Visits tab in customers.

 Note

Administrators must enable this feature in your system.

[Link] Configure Visit Types

Administrators can configure visit types based on your business requirements.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Maintain Visit Types . All visits that you maintain must be assigned to a valid visit
type.

3.2.10  Attributes

Attributes can be attached to an object to define additional characteristics of the objects. In the solution,
attributes can be associated with different objects like account, contact, individual customer and so on.

Attributes can be of different data types and can by grouped together into an attribute set. You can set different
properties of an attribute like negative value allowed, intervals allowed, multi-value allowed and so on.

A very common use of attributes is to create target groups. For example, if you are a credit card company and
want to create a target group for customers traveling internationally, then you can create an attribute named
as International traveler with a value list YES or NO. Every time your customer spends some money outside
your country using your card you can automatically update International traveler as YES. Subsequently, you
can create a target group of customers where the value of attribute International traveler is YES and send them
promotions like low exchange rate for international traveler or low interest rate if they buy ticket through your
company using your credit card.

 Note

Attributes are available in HTML and Responsive UI, in both online and offline mode.

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[Link]  Configure Attributes

You can define attributes or attribute sets and make them visible for users in the advanced searches for
accounts, contacts, and individual customers.

Define Attributes and Attribute Sets

Administrators can configure attributes.

Go to Administrator Sales and Campaign Settings Attributes to view and configure attributes or
attribute sets.

 Note

If your solution is integrated with SAP Customer Relationship Management (SAP CRM), then you can only
view, but not create or modify, attributes or attribute sets from this screen.

As you maintain attributes, you can configure their characteristics (for example, whether they are mandatory),
their value list and their descriptions in one or more languages. As you maintain attribute sets, which represent
combinations of attributes, you can select the Person-Relevant checkbox to make the attributes visible in the
Attributes tab of the Contacts work center view. You can also select the Organization-Relevant checkbox to
make them visible in that tab on the Accounts or Individual Customers work center views.

Enable Search using Attributes

Provided if you personalize your solution to make it visible, you can enable your users to access the Attributes
field within the advanced search of accounts, contacts and individual customers and maintain conditions there
that influence the corresponding search behavior. Once this field is visible and your users select it to maintain
conditions, they can specify a combination of attribute sets, attributes, operators and values – for example,
Employee Attributes, Region, Equal, and North America, respectively – to apply to the attributes search. Users
can also specify additional attribute conditions with the logical operator OR. Once these parameters have
been saved, users can apply the associated conditions as an advanced search query to find business partners
with corresponding Attributes, and to display them within the attributes tab of the work center view of the
associated business partner.

Display in Account Summary

From the item details of an account, when you choose the [Summary] function, Attributes for the account now
appear within the resultant account summary.

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  Note

This enhancement only becomes available once you select Administrator Form Template
Maintenance and then choose the Account Summary form template and revert to the most recent
version.

Access Restrictions

You can configure the business roles in your solution to specify business access restriction
BUSINESS_ATTRIBUTE_ASGNM_READ, thereby making attributes read-only for the associated business users

Attribute Data Source

You can use the new report Business Partner with attribute assignment, whose technical name is
CODBUSATTRBPB_Q0001, to specify search criteria related to Attributes and to find corresponding business
partners. Within this report, you can also right-click on the name of a business partner, then choose Export All
Account and Contacts to New Target Group, to create a target group for the associated accounts and contacts.

Use in Analytics

To drive analytics in relation to attributes, you can use the following new data sources:

Data Sources for Attributes

Data Source ID Data Source Name Description

CODBUSATTRBPB Business Partner with Attribute Shows all Attribute values assigned to
Assignment the reference business partners.

Attribute Assignment Contains all Attributes values assigned

 Example
to the reference business objects.
CODBUSATTRGENB

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[Link]  Configure Marketing Permissions

Administrators can configure marketing permissions. With the communication categories, you can specify how
often a customer can be contacted during a certain period of time.

In the Marketing Permissions fine-tune activity, you maintain your communication categories and the
communication channels for countries/regions with an explicit opt-in. These settings are required to track
whether your customers opt-in or opt-out for a specific communication channel.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune and then select the Marketing Permissions activity from the activity list.

1. Maintain Communication Channels for Countries/Regions with an Explicit Opt-In:

 Caution

It’s the responsibility of your organization to comply with national legislation regarding data protection
and the provision of marketing materials. Therefore, administrators must configure the solution for
each country/region in which, or each customer with whom, your organization intends to conduct
marketing activities and, to the extent legally required, make use of the option to store documents such
as opt-in or opt-outs.

To add a country/region where an explicit opt-in is required, click Add Row, enter the country/region and
the corresponding communication channel, such as e-mail, letter or fax, and save your changes.
2. Maintain Communication Categories:
1. To create a communication category, click Add Row
2. Enter a communication category, a description, a limit, and the time frame. With the limit and time
frame, you can specify how often a customer can be contacted during a certain period of time. When
adding communication categories, we recommend starting with the letter Z
3. Save your work.

3.2.11  Account Blocks

Use blocking reasons that you configure to block accounts for specific functions.

You can configure the following blocking reasons to block accounts:

• Delivery Block Reasons

Reasons that you would like to use to block delivery for accounts.
• Billing Block Reasons
Reasons that you would like to use to block billing for specific accounts.
• Order Block Reasons
Reasons that you would like to use to block sales order creation for accounts.

 Note

The blocking reasons that you maintain here must be mapped to the blocking reasons configured in
ERP system.

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• Sales Document Order Block Assignment
Reasons that you would like to use to block sales document creation for accounts.

[Link]  Configure Blocking Reasons

Administrators can configure blocking reasons.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Accounts , and maintain blocking reasons for the following:

• Delivery block reasons

• Billing block reasons
• Order block reasons
• Sales document order block assignment

[Link]  Configure Blocks for External Follow-up Documents

Administrators can configure blocks for external follow-up documents. You can block external follow-up
documents to SAP ERP for accounts marked as prospects

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Communication and Information Exchange Integration with External Applications and
Solutions Integration with SAP ERP and select the scoping question: Do you want to block prospects
created in your cloud solution from being replicated to your SAP ERP solution?

3.2.12  Payment Terms

Payment terms associated with the sales data of an account.

Maintain payment terms for an account to specify when an invoice has to be paid and whether a discount is
applicable if payment is made before the due date.

[Link]  Configure Payment Terms

Administrators can configure payment terms.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Accounts Maintain Payment Terms to maintain payment terms.

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3.2.13  Tax Numbers

Tax numbers associated with the organizational data for an account.

Improve compliance for accounts and customers using tax numbers. You can:

• Add new tax number types, activate, or deactivate from the list delivered in the standard system.

 Note

Tax number types are used as Social Security Numbers in some countries/regions. However, in, SAP
Cloud for Customer the number types are used for duplication check and data capture. For compliance
reasons, you can deactivate specific tax number types (such as the ones used as Social Security
Numbers) for compliance reasons. For detailed information on this topic, refer to the Security Guide for
SAP Cloud for Customer.

.
• Leverage the complete list of tax number types available from your on-premise systems
• Search for a business partner using tax number in the advanced search of the enterprise-wide search.
Example scenarios include tax numbers that are also used as social security numbers.
• Use tax numbers as additional identifiers for business partners. The additional identifiers are used when
duplicate check is triggered for accounts.

 Note

No validations are available for tax numbers in the cloud solution. You can add validations using the SAP
Cloud Applications Studio. Appropriate validations are however available in the ERP on-premise system.

[Link]  Configure Tax Number Types

Administrators can configure tax number types.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune General Business Partner Maintain Tax Number Types and add new tax number
types and mark them as Active.

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3.2.14  Target Groups
Groups of accounts created as a target group for sales campaigns.

Create target groups and export your accounts and contacts to these target groups. Standard out-of-the-box
reports are provided to create and segment account data.

[Link]  Configure Target Groups

Administrators can configure target groups for accounts.

Define the following configuration for target groups:

• Enable Target Groups

To configure target groups, go to Business Configuration Implementation Projects . Select your
project and navigate to Open Activity List Sales Campaign Target Groups .
• Sales Organization for Target Group
If you have used personalization to display the sales organization for a target group, the field is visible in the
target group header data. This field defines the sales organization of the target group, such that employees
who are assigned to that sales organization can view or edit target groups that belong to it.
• Access Restrictions
To introduce access restrictions for target groups in your solution, choose Administrator General
Settings Users Business Roles and edit the business role of interest. On the subsequent screen, in
the Access Restrictions view, select the Target Groups work center view and define the read/write access as
restricted, then provide the appropriate restrictions at the sales organization level.

Include Employees in Target Groups in E-mail Blasts

In the E-mail Blasts dialog, set the flag for Include Employees to allow marketing administrators to send e-mail
blasts to employees listed in a target group. When you select this flag, the e-mail blast that will be sent out

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includes target group members (accounts, individual customers, contacts, etc) as well as the employees listed
under the Employees tab screen

Various Possibilities for Creating Target Groups

You can create and maintain target groups from the following:

• Data Groups
• Add Members to Target Group: A sales campaign administrator can create a target group and share
the target group ID with the sales representatives who in turn can add their accounts to the target
group. Note that each sales representative can add members without directly accessing the target
group. Additionally, you can also use the Create Target Group menu option.
• Target Group work center: In the Members tab screen under Target Groups work center view, you can
directly search for customers, contacts or accounts and then add them to the target group. Use the
standard or extension field based search parameters to add members to the target groups. It also possible
to search for based on marketing attributes and add them to the target group. You can also mass delete
members within a target group using action Remove from Target Group.
• External Sources: Import target group member assignment from external source using excel add-in
(under Actions New from Microsoft Excel or web services. A2A services area also available to import
segmented target groups into the cloud solution.
• Analytical Reports: Use out of the box analytical reports provided in the solution to use strong analytical
framework to filter member list and add them directly to a target group in just one single click. The
following out of the box standard reports from which account /contacts can be exported to a new target
group:
1. Accounts contact Data- Sales Campaign administrator can slice and dice account contact data
and create a target group from the report.
2. Accounts with Open activities - Sales Campaign administrator can check for open activities /
opportunities and create a target group.
3. Campaign Response Details - This report lists all the responses provided by the members of a
previous campaigns. The Contact and Account data can be segmented based on different criteria. The
contacts can then be exported into a new target group.
• Dynamic Target Groups Define dynamic target groups using conditions within the target group. Based
on these conditions, the application determines the members and adds them automatically to the target
group.

Creating a Dynamic Target Group

1. In the Target Groups work center view under Sales Campaign work center, click on New.
2. Select the checkbox for Member Determination on the target group creation screen. The target group will
be created with status In Preparation.

 Note

It is currently possible to create dynamic target groups only for accounts, contacts and individual
customers.

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Configuring Automatic Member Determination

1. Maintain Conditions
1. From the target group worklist, select and open a dynamic target group. Note that the column
'Member Determination' is checked for dynamic target groups.
2. Under the Member Determination tab, three tables are provided for maintaining the selection
conditions for one type of business partner.

 Note

The automatic member determination is currently supported for the following business partner
types - Account, Contact and Individual Customer.

3. Maintain the required conditions for each business partner type.

2. Maintain the Determination Schedule
1. You now need to schedule the member determination process after you have maintained the
conditions for business partner types. In the section - Schedule, you can schedule immediately or
at a particular date and time. Additionally, it is also possible to specify a recurrence for this schedule.
3. Activate the Member Determination Process: Finally, you can initiate the member determination
process by clicking on Activate (under Actions). This triggers the member determination process in the
background. The member determination happens as a background job. The Execution Status displays the
progress for activation. On successful activation, the target group status becomes Active and the execution
status is set to Scheduled.

 Note

Activate performs a dual function; it activates the target group and schedules the member
determination process. While activation is a one-time activity, the Activate remains enabled as long
as the target group is in status In Preparation.

4. Deactivate Schedule: Use this feature to adjust the determination conditions any time during the member
determination process. This halts the determination process and the Execution Status is set to Not Started.
However, the determination process cannot be halted if the Execution Status is set to Running. Finally, click
on Activate Schedule to resume the determination process.

Maintain Conditions for Extension Fields

It is possible to define conditions for extension fields. However, note that the allowed selection criteria for
member determination is the same in both dynamic and manual target group. For example, the set of
attributes for which you can define conditions in the target group and the set of search fields on a static
target group are same.

PREREQUISITE:The user has access to the Key User Tool authorization.

Follow these steps to define conditions for extension fields:

1. Create an extension field on the customer screen

2. Select an appropriate extension scenario. Note that in order to maintain the conditions for extension fields
on the target group, the field must be extended in an appropriate extension scenario.

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 1. Create an extension field.
2. Save and open the edit screen for the extension field and navigate to the Extension Scenarios tab.
3. Select the scenario Account - General Information to Target Group - Account
Selection and add the extension field to this scenario.
3. Add the extension field to the Customer screen. You have created the extension field and now need to add
this to the customer screen. To do this, in the Additional Fields dialog screen, select the checkbox and click
on Apply.
4. Follow these steps to add the extension field to the search screen of static target group:
1. Open a static target group (where the member determination is not configured).
2. In the Members tab, click on Add Accounts under the Add.
3. Add the extension field that you created for the account.

 Note

If the extension field is not added to the search dialog, then the member determination will not
work for the created extension fields.

5. Add the extension field to the conditions table: Open the dynamic target group where you want to
maintain conditions for the extension fields. In the Account Condition table, select and choose Apply to add
the extension field.

 Note

The process of configuring conditions for extension fields is similar as described above for other member
types (Contacts and Individual Customers).

3.2.15  Customer Groups

Customer groups within an organizational unit.

You can specify the customer groups to which an account belongs. You can maintain the customer group for
each organizational assignment in the sales data of the account master record.

Use customer groups for internal and external collaboration. In the Groups tab under Accounts, create public,
private or external groups within an account to enable collaboration, to share data and other information. You
can use the in-built integration with SAP Jam to enable collaboration within the groups.

[Link]  Configure Customer Groups

Administrators can configure customer groups under Business Configuration Implementation Projects .
Select your project and navigate to Open Activity List Fine-Tune Accounts Maintain Customer
Groups .

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3.2.16  Identifiers

Assign additional identifiers when creating accounts and individual customers and trigger a duplicate check
using the identifier. Bi-directional replication of these identifiers between SAP Cloud for Customer and SAP
ERP / SAP S/4HANA is also possible.

[Link]  Configure Custom Identifiers

Administrators can configure custom identifiers for accounts and individual customers and use them in a host
of functions. The new tab Identifiers displays the identifiers you maintain for an account or individual customer.

Configure identification types under Business Configuration Implementation Projects . Select your
project and navigate to Open Activity List General Business Partners Maintain Identification Types .

3.2.17  Competitor and Competitor Product

Add Competitor and Competitor Product information in accounts instead of checking a list of past
opportunities.

As a sales representative, you can use this information to plan your activities. Your administrator can enable
this feature via adaptation.

 Note

Ensure that the Competitor Products are maintained for the Competitor to show them in accounts.

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3.3 Account Duplicate Check

Validation for duplicate records for accounts.

Multiple duplicate records for the same customer may lead to inconsistencies in the system. On triggering a
duplicate check, the system identifies a master record and duplicate records (if any) for an account. You can
then initiate an account merge between the master and duplicate records. As part of merge, the master record
is retained and duplicate records are set to obsolete status and a relationship of 'replaces' and 'Is replaced by'
is created between the master and duplicate records respectively. Duplicate check allows you to:

• Configure a duplication check.

• Assign weightage to each parameters.
• Determine system recommended duplicates during account creation.
• View and use the similarity scores for each duplicate record.

Use action Check for Duplicates in the toolbar for Customers to initiate a duplicate check for existing accounts,
individual customers, and contacts. When you check for duplicates, the system displays a list of potential
duplicate records. Select a maximum of two records from the list, and click Merge to trigger a merge process.

You can also trigger a duplicate check when creating new accounts, customers, or contacts.

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3.3.1  Identifiers

Assign additional identifiers when creating accounts and individual customers and trigger a duplicate check
using the identifier. Bi-directional replication of these identifiers between SAP Cloud for Customer and SAP
ERP / SAP S/4HANA is also possible.

3.3.2  Configure Duplicate Check

Administrators can configure duplicate check by maintaining weightages of parameters for the business
partners.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Duplicate Check Weighting for Business Partners .

Additionally, you can scope one the following questions under Business Configuration Implementation
Projects . Select your project and navigate to Edit Project Scope Questions General Business Data
Business Partners Handling of Business Partners :

• Do you want to apply a strong check for duplicate business partners?

• Do you want to apply a medium check for duplicate business partners?
• Do you want to apply a weak check for duplicate business partners?
• Do you want to disable the duplicate check for business partners?
• Do you want to include obsolete business partners in the duplicate check?

3.3.3  Configure Duplicate Check to Include Obsolete

Accounts

Administrators can configure duplicate check to include obsolete accounts. With this configuration, the
duplicate check will fetch all obsolete accounts along with the active accounts.

Use this feature to re-activate obsolete customers and avoid re-creating new duplicate customers.

Administrators must configure this feature under Business Configuration Implementation Projects .
Select your project and navigate to Edit Project Scope Questions General Business Data Handling of
Business Partners and select the scoping question: Do you want to include obsolete business partners in the
duplicate check?

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3.3.4  Calculate and Identify Duplicates Using Custom Logic

You can now call custom logic to calculate duplicates for accounts and individual customers.

Implement CheckForDuplicateAccounts (Name: PDI BADI DUPLICATE CHECK FOR ACCOUNTS)

Business Add-In (BAdI) in the SAP Cloud Application Studio to add the custom logic.

 Note

Prior to this release, a similar BAdI was available for contacts.

3.4 Customer Merge

Customer merge function is available for corporate accounts, individual customers and contacts. This feature
allows master data teams to merge duplicate records into a single golden record.

Customer merge helps you to:

• Manage multiple duplicate records for the same customer that may result in inconsistencies in the system.
• Create a golden master record from duplicate records for a single account.
• Re-assign open transactions and closed transactions related to the duplicate record to the golden record
(in case there are any open leads or opportunities.

3.4.1  Rules for Transaction Reassignment During Merge

During customer merge, system also reassigns transactions for the accounts. The rules determined for
transasction reassignment are listed here.

Transaction Reassignment in Account Merge

Transactions Description

Tickets All the tickets where duplicate account is an involved party

should be reparented to the master account .Tickets which
could not be re-parented ( because of status or due to any
other technical reason) to master should be logged in the
Merge BO with appropriated error log entry in the applica­
tion log so that the user can evaluate the issue

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Transactions Description

Sales Orders All the Order where duplicate account is an involved party
should be re-parented to the master account .Orders which
could not be re-parented ( because of status or due to any
other technical reason) to master should be logged in the
Merge BO with appropriated error log entry in the applica­
tion log so that the user can evaluate the issue

Leads All the leads where duplicate account is an involved party

should be re-parented ( because of status or due to any
other technical reason) to the master account .leads which
could not be re-parented to master should be logged in the
Merge BO with appropriated error log entry in the applica­
tion log so that the user can evaluate the issue

Activities ( Phone Call, Appointments, Tasks and Emails. All activities where duplicate account is an involved party
should be re-parented ( because of status or due to any
other technical reason)to the master account .appointments
which could not be re-parented to master should be logged
in the Merge BO with appropriated error log entry in the
application log so that the user can evaluate the issue

Social Media Messages All social media messages attached to social profile of dupli­
cate record will also move from duplicate Record to Master
post Merge

Visits All the visits where duplicate account is an involved party

should be reparented ( because of status or due to any other
technical reason) to the master account .Visits which could
not be reparented to master should

Opportunities All the opportunities where duplicate account is an involved

party should be reparented ( because of status or due to any
other technical reason) to the master account .Opportunities
which could not be reparented to master should be logged
in the Merge BO with appropriated error log entry in the
application log so that the user can evaluate the issue

Sales Quotes All the sales quotes where duplicate account is an involved
party should be reparented

( because of status or due to any other technical reason) to

the master account

.Quotes which could not be reparented to master should be

logged in the Merge business object with appropriated error
log entry in the application log so that you can evaluate the
issue

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3.4.2  Merge Criteria for Tab Screens

Find detailed information on the criteria that needs to be fulfilled for merging tabs account details displayed in
the respective tabs in the UI.

Node Handling during Merge

Nodes Description

Relationships • The system will merge the account team and relation­
ship records from the duplicate account into master
account.
• If a relationship is marked as unique and exists in the
master record, the system will ignore the same record
in duplicate records. For unique relationships master
account will always take precedence.
• All non-unique relationships will be copied over from
duplicate reccord to the master record.
• All relationships copied from duplicate to master will be
deleted from the duplicate record.
• A new relationship ‘Is Replaced’ /’Replaces’ will be cre­
ated between golden and duplicate record.

Territory • When tenant is configured to have Single territory per

account, territory maintained on the duplicate account
shall not be copied to master. Territory on the master
will remain as is; territory maintained on the duplicate
account will not be copied.
• When tenant is configured to have multiple territory per
account, all territories assigned to duplicate account
will be merged into the dedicated sales territory section
of the master account. All territories assigned to dupli­
cate account will be merged into the dedicated sales
territory section of the master account. System deter­
mined sales territories of the master record will not be
modified. The newly merged account (master account)
will also have all of the territories of the duplicate ac­
count.

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Nodes Description

Address • All addresses of the duplicate account will be copied

over to the master account. This can be deactivated via
Custom Extension, see below
• The main address in the master account will remain the
main address post merge.
• Any selections of address data made on the Attribute
Selection tab will be applied to the main address.
• In case no address information is maintained in the
master record, the main address of the duplicate ac­
count will be marked as the main address in the master
account post merge.

Notes The Notes added to duplicate Account will be copied over to

Master.

Attachments All attachments from the duplicate account will be copied

over to the master account.

Account Team The system will merge the account team and relationship
records from the duplicate account into master account.

If a party role in unique and exists in the master record, the

system will ignore the same party role from the duplicate
record. For unique party roles master account will always
take precedence. Uniqueness check for a party role in ac­
count team will consider the sales area and the validity dates
check. For example, an account can have 2 owners with the
same sales area information but with different validity dates.
Though owner is a unique role, the uniqueness check will
also consider the sales area and validity dates.

Sales Area All sales area information from the duplicate will be copied
over to the master account. If the sales area (Sales org,
distribution channel, division) information of the master ac­
count also exist in the duplicate account, then the sales area
record will not be overwritten, the sales area details main­
tained for the master record will take precedence.

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Nodes Description

Social Profiles If both master and duplicate record have social profile , then
copy the social profile from duplicate to master

EXAMPLE:

• Customer A (Master) has FB Social profile assigned

FB_1.
• Customer B (duplicate) has Twitter Social profile as­
signed TW_1
• After the merge A will have a new user profile TW_1.
• Social profile linked with customer A will have two User
profiles one for FB, and one for TW.
• If master record does not have a social profile then the
social profile from duplicate will be copied to master
record

Marketing Permissions In general the final result after account merge will be a union
of values from all the accounts. In case of conflict the master
account wins.

• Case 1: When all accounts have different marketing per­

missions assigned for different channels -The master
account will have a union of all .
• Case 2 : In case of conflict , the permission value main­
tained in master account will be retained.

The system will also copy notes and attachments

Communication Category In general the final result after account merge will be a union
of values from all the accounts. In case of conflict the master
account wins.

• Case 1: When all accounts have different assignments

for different channels -The master account will have a
union of all .
• Case 2 : In case of conflict , the permission value main­
tained in master account will be retained

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Nodes Description

Marketing Attributes In general the final result after account merge will be a union
of values from all the accounts. In case of conflict the master
account wins.

• Case 1: When all accounts have different marketing at­

tributes assigned The resultant account will have a un­
ion of all the marketing attributes
• Case 2: When marketing attributes allows multiple val­
ues, there are common marketing attributes but differ-
ent/common values. The master account will have a
union of values.
• Case 3 : In case of conflict , the attribute value main­
tained in master account will be retained

3.4.3  Status Management in Account Merge

Accounts assume various statuses during customer merge. Find detailed information on these statuses in this
topic.

Statuses and Descriptions

Status Description

Not Started This is the initial status and is set when the Merge object is
created and Merge process has not yet been triggered.

Merge In Process This is the status when the merge has been triggered either
from the web service call or manually from the UI. This sta­
tus indicates that merge process has started.

Merge Failed This is the status when the merge operation of merging
source and replica record has failed. The system will not
attempt any transaction reassignment in case the merging
of duplicate records has failed.

Merge Completed - Realignment In Process This is the status when the merge of two customers has
been successfully completed and the re-parenting of trans­
actions assigned to the duplicate record to source record
has started.

Merge Completed - Realignment Failed This is the status when the merge of two customers has
been completed and the reassignment of transactions has
failed.

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Status Description

Realignment Completed – Enhanced Realignment In Proc­ This is the status when the merge of two customers has
ess been successfully completed and the enhanced re-parenting
of transactions assigned to the duplicate record to source
record has started (only available if ‘Realignment of Closed
Transactions of Merged Records’ is configured – see below).

Realignment Completed – Enhanced Realignment Failed This is the status when the merge of two customers has
been completed and the enhanced reassignment of trans­
actions has failed (only available if ‘Realignment of Closed
Transactions of Merged Records’ is configured – see below).

Completed This status signifies that customer merge and reassignment

of transactions has been completed without any errors.

3.4.4  View Result Log

The Result Log screen displays the application logs that are created by the system for each merge transaction.

The logs are displayed in a hierarchy. Click on the hyperlinked Application Log ID to see if the merge execution
resulted in errors, warnings or other information messages.

The Results section of the application log also displays for the errors, the reason why the transaction
reassignment failed. Re-trigger the merge using the Initiate action available on the customer merge list view.

3.4.5  Fix Issues with Incorrect Master Data of Duplicate or

Obsolete Records
Fix issues with errors in master data in the duplicate or obsolete business partner records. For example
multiple contracts appear with spelling errors in account name.

1. From Customer Merge, nominate one business partner as the Master.

 Note

Prospects cannot be nominated.

2. Define the properties of the other duplicate business partners that should be used by the Master.
3. Initiate the merge.

 Note

View business partner merge details in the business object Changes tab.

 Note

View Business Partner merge for an account in the Relationships tab of the revised (duplicate) account.

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3.4.6  Enable Customer Merge

Administrators can enable customer merge for accounts and contacts.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions General Business Data Business Partners Handling of Business Partners and select
the scoping question: Do you want to enable accounts merge?

 Note

SAP does not recommend configuring customer merge if your customer master records are replicated
with an external system (that is SAP ERP and SAP CRM integration is scoped). This is because a merge
execution does not trigger a corresponding replication in the external system which may give rise to data
inconsistency.

In order to initiate merge, you must have the Data Cleansing work center view assigned to user. In this work
center view, click on New to trigger a manual merge. You can select a maximum of three customer records -
one master and two duplicate records to be merged. Note that this action can be initiated only if the merge
object is in one of the following statuses:

• Not Started
• Merge Failed
• Merge Completed
• Realignment Failed

For detailed troubleshooting information for customer merge, see the section - Customer Merge FAQs.

Related Information

Merging Marketing Permissions [page 215]

When you’re merging corporate accounts, individual customers or contacts, the system also merges the
related marketing permissions. But there are things to keep in mind to interpret the merged data correctly
afterwards.

[Link] Configure Realignment of Closed Transactions of

Merged Records

By default, the account merge fetches all open transactions of merged or obsolete records. If you need to also
fetch closed transactions, you must maintain the required configuration.

Administrators can maintain the configuration to include or exclude closed transactions of obsolete records in
account merge.

To enable this feature, go to Business Configuration Implementation Projects . Select your project
and navigate to Edit Project Scope Questions General Business Data Business Partners Handling

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of Business Partners Business Partner Merge and select the scoping question: Do you want to enable
enhanced document realignment during account merge?

[Link] Map Obsolete Records to Primary Record For More

Insights

Use insights from closed transaction history of obsolete records event without including closed transaction
history in account merge. This way you can leverage reporting to show complete picture of primary account.

The new datasource - Account Merge Master Link allows you to map primary record to obsolete records and
thus allows closed transaction history to be reported along with all other activities of primary record.

[Link] Differentiate Between Standard Change and Merge

Context

Administrators can now differentiate between updates to an account triggered by merge or by standard change
process. This differentiation can be implemented using custom logic such that the custom logic is executed
only for change instances occuring due to merge.

Use business partner utility - [Link]

[Link] implement this custom logic. This utility is
provided for the standard Business Partner business object provided by SAP and is available in SAP reuse
library.

Extension Fields

The Customer Merge includes extension fields. Extension fields at the ‘General’ and ‘Address’ (only for the
main address of accounts and individual customers) segment of the customer will be offered on the Attribute
selection tab in the Customer Merge UI if their content differs between the involved records. They will be
treated exactly like non extension fields. The content of all extension fields not of the ‘General’ segment will be
moved to the master whenever their node is moved.

[Link] Extension Fields

Customer merge feature includes extension fields.

Extension fields at the General and Address (only for the main address of accounts and individual customers)
segment of the customer will be offered on the Attribute selection tab in the customer merge UI if their content
differs between the involved records. They will be treated exactly like non extension fields.

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  Note

The content of all extension fields not of the General segment will be moved to the master whenever their
node is moved.

[Link] Merging Marketing Permissions

When you’re merging corporate accounts, individual customers or contacts, the system also merges the
related marketing permissions. But there are things to keep in mind to interpret the merged data correctly
afterwards.

The following table shows you which permission is taken depending on the permissions given in the leading or
subordinate contact or individual customer:

Merged Instance (now lead­

Leading Instance Subordinate Instance ing) Last Modified Timestamp

Undefined Undefined Undefined No change

Undefined Opt-In Opt-In Changed – Last Modified

timestamp updated with the
date and time when the
merge happened.

Undefined Opt-Out Opt-Out Changed – Last Modified

timestamp updated with the
date and time when the
merge happened.

Opt-In Undefined Opt-In No change

Opt-In Opt-In Opt-In No change

Opt-In Opt-Out Opt-Out Changed – Last Modified

timestamp updated with the
date and time when the
merge happened.

Opt-Out Undefined Opt-Out No change

Opt-Out Opt-In Opt-Out No change

Opt-Out Opt-Out Opt-Out No change

 Note

• The Last Modified timestamp reflects only the time point of the last change and doesn’t reflect the date
when the consent was given by the customer.
• Opt-out is always taken, even though the opt-in is more recent.
• The system merges also notes and attachments. The merged notes are separated with a comma.

For more information about customer merge, see Enable Customer Merge [page 213].

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3.4.7  Custom Extensions to Customer Merge Using BAdI

An SAP Cloud Application Studio enabled business add-in - ControlCustomerMerge with method
CONTROL_MERGE_LOGIC is provided for custom extensions to the customer merge feature.

The method CONTROL_MERGE_LOGIC is included in the enhancement option - CustomerMergeControl.

Itincludes the following import and export parameters:

• Import Parameter: InputData of type BadiCustomerMergeControlInput

• Export Parameter: BadiCustomerMergeControlResult

This method can be implemented to control the following:

• If addresses of the duplicate records must not be copied to the master record during Phase 1 of the
business partner merge.

import [Link];
 
var result : BadiCustomerMergeControlResult;
[Link] = true;
return result;
 
• If the contact person relationship must be retained with the duplicate record during phase 1 of the business
partner merge.
import [Link]; var result : BadiCustomerMergeControlResult;
[Link] = true; [Link] = true;
return result;

 Sample Code

3.5 Maintain Address and Use Maps and Geo-Tracking

Geo-tracking using address validation and address maintenance.

The address data format is supported for most internationally accepted formats. Use maps and geo-tracking
using address validation to view and track accounts for sales transactions such as visits.

International Address Versions [page 217]

Support for address maintenance in internationally accepted formats.

Map View for Accounts [page 219]

Track location of accounts using maps.

Address Validation [page 221]

Geo-coding for addresses.

Address Type Ahead Search [page 223]

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3.5.1  International Address Versions

Support for address maintenance in internationally accepted formats.

In the SAP Cloud for Customer standard system you can maintain addresses of customers in different scripts
like Arabic or Simplified Chinese along with Latin characters (Latin characters are used in international
system). You maintain address in the Address tab under Customers. Click on the Edit icon under Action in
the Addresses table to maintain address data.

 Note

It is strongly recommended to use Latin as the default script. To use address versions that are not linked to
any scripts, use the address version - Any. This enables you to use any scripts in your system. Also use this
code to map and replicate address versions in SAP ERP, that are not linked to standard language scripts.

Example: To use this code, set the relevant local language or the chosen company language as the version
indicator Any and use it as the default address version.

Facts About Address Maintenance

• The address version is independent of the logon language (and vice-versa). The default character version
maintained in the business configuration is displayed in the customers.
• The international address is replicated to the on-premise systems as part of standard customer replication
from SAP Cloud for Customer.
• The international address version is derived (subject to conditions) for print forms.

Facts About Integration with On-Premise System

Address Version Configuration Cloud for Customer and On-Premise

Cloud for Customer On-Premise

Default as well as alternative versions to be configured Defaulted by system to International; Only alternative ver­
sions need to be configured.

 Note

In the on-premise system, the value International corre­

sponds to Latin in the cloud for customer system. This is
because Latin characters are default for an international
system.

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[Link] Configure International Address Versioning
Administrators can configure International Address Versioning for language maintenance.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune International Address Versions and select all the languages in the list for which you
need to maintain address data. The activated scripts (for languages corresponding to the address versions)
can be used to maintain master data such as business partner name and address.

 Note

You must also specify a default address version that will initially be displayed and that must be maintained
for every record. After the creation of name or address data for a non-default address version you cannot
change the default address version again.

Additionally, you can configure the feature under Business Configuration Implementation Projects .
Select your project and navigate to Edit Project Scope Questions Built-in Services and Support
Business Environment Addresses and Languages International Address Versions and select the scoping
question: Do you want to specify textual master data using international address versions?

[Link] Enable Address Check

Administrators can configure address check that validates addresses maintained in master data for business
partners and organizational units, during migration and data replication.

To enable address check, go to Business Configuration Implementation Projects . Select your project
and navigate to Open Activity List Address Checks . The system checks if address data, such as country/
region, and postal code length, is consistent. Inconsistent data leads to error messages and cannot be saved or
activated.

To disable the address check, select the Allow Saving of Inconsistent Addresses checkbox. If you select the
checkbox below, you allow the saving of inconsistent addresses for master data. The check results will then be
shown as warnings, and the data will be saved.

 Note

Checks of address data for business documents are not affected.

[Link] Turn Off Country/Region Specific Formatting for

Phone Numbers
Administrators can turn off the country/region specific formatting for phone numbers to avoid issues during
replication of business partner addresses.

To maintain the required configuration, go to Business Configuration Implementation Projects . Select

your project and navigate to Edit Project Scope Questions Built in Services and Support Business

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Environment Address and Languages and select the scoping question: Do you want to suppress the
defaulting of the country dialing code for phone numbers without country dialing code?

Country/region specific formatting ensures that if the recommended format for a phone (or mobile) number
isn’t maintained and the dialing code isn’t available, then system determines the dialing code from the postal
address. However, during migration or replication, if inbound phone numbers do have the dialing code but are
prefixed ‘00’ instead of the superior leading ‘+’, this may result in problems with migration. Use the scoping
question to suppress country/region formatting for such business needs.

 Note

The recommended format to maintain a phone or mobile number is to start with a leading ‘+’ followed by
the dialing code, for example, ‘+49 (6227) 7-47474’.

3.5.2  Map View for Accounts

Track location of accounts using maps.

Under Customers Accounts and Visits Visit Planner , choose Map View to see the geographical
location of each of the addresses of the displayed accounts — both individually, and in relation to one another.
You can also zoom in, zoom out, and pan in any direction.

 Note

In autonavi maps for accounts, pin color on the maps is determined using account role (customers and
prospects). Use this to identify and differentiate between customers and prospects in the map. Only two
account roles - Customer and Prospect are shown in colors. All other roles are represented using the
default pin color - blue.

 Note

You can keep only one set of map active in the system. You can configure each map individually, or
configure a combination of Google and AutoNavi map. In the former case, the system will display only the
configured map. In the latter case, a toggle button will be available for you to switch to the map of your
choice. Note that you cannot combine a Bing Map with any other map. If both maps are active by accident,
mapping functionality in the HTML5 or the Fiori client, may not function properly.

Search Nearby or Search Map Area

Search for accounts or individual customers located nearby or within a map area. You can therefore search
within a map using the following options:

• Search Map Area - Within a selected map area, triggers a search for and pins on the map, all customers that
match search criteria.
• Search Nearby - Pins your current map location and triggers a search for customers nearby that match
search criteria.

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  Note

The Search Nearby and Search Map Area features work only for the accounts that are mapped using
geo-coordinate addresses (latitude and longitude). These features are not available for accounts that utilize
only address information (without geo-coordinates).

 Note

An example for the format for latitude and longitude is given as follows: Latitude: 49,293393 and - Within a
selected map area,Longitude: 8,641981.

[Link] Configure Maps

Administrators can configure Google Maps or AutoNavi Maps for different accounts.

To enable map view, you must configure mashup. Proceed as follows:

1. Choose Administrator Mashup Authoring .

2. On the Mashup Authoring screen, select Custom Mashups from the dropdown menu.
3. Perform a search for the mashup ID. The mashup IDs for the available maps are as follows:
• Google - SM00078
• AutoNavi - SM00079: For use in the countries/regions such as China where Google Maps aren’t
supported.
4. Select the mashup and click Enter API Keys. The Enter API Keys dialog box opens.
5. Click Show API Key and, in the API Key Value column, enter the API key that you received from the service
provider.
6. Save your changes.

 Note

• The use of the Google Maps Service is subject to Google Terms of Service, which are written in http://
[Link]/intl/en/policies/terms/ . If you don’t accept such Terms of Service, including but
not limited to all limitations and restrictions therein, you may not be able to use Google Maps Service
in SAP Cloud for Customer. The use of Google Maps Service in or through SAP Cloud for Customer
constitutes your acceptance of Google Terms of Service, and it can be terminated by SAP without
reason at any time and SAP is not required to provide an equivalent service via another provider.
As a prerequisite, please create a support ticket to obtain and use the SAP API key for Google Maps.
• The use of AutoNavi Maps Service is subject to AutoNavi Terms of Service, which are written in http://
[Link]/doc/[Link] . If you do not accept such Terms of Service, including but not
limited to all limitations and restrictions therein, you may not be able to use AutoNavi Maps Service
in SAP Cloud for Customer. The use of AutoNavi Maps Service in or through SAP Cloud for Customer
constitutes your acceptance of AutoNavi Terms of Service, and it can be terminated by SAP without
reason at any time and SAP is not required to provide an equivalent service via another provider.
As of the August 2022 release, SAP doesn’t provide any API keys to the customers for AutoNavi Maps
configuration.

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3.5.3  Address Validation

Geo-coding for addresses.

Address checks determine if address data such as country/region, region and postal code length is consistent.
If you enter inconsistent data, the system displays an appropriate error message disabling you from saving or
activating the address data.

Address validation services help validate, normalize, and geo-code addresses maintained for accounts and
individual customers. These services are licensed separately by SAP Data Quality Management (SAP DQM)
micro service that is hosted on SAP Cloud Platform. Implement this http based microservice (also known as
Data Quality as a Service), to integrate address validation feature within your SAP Cloud for Customer system.

Use

 Note

Before implementing address validation service, you need to be aware of DQM billing for the API calls from
SAP Cloud for Customer . See the section Billing for DQM Service for Address Validation further below in
this topic.

You can validate addresses for accounts and individual customers in the following screens:

1. Account / Individual Customers Quick Create Screen: When you click Validate Address in the quick
create screen, the service displays a dialog with both the original as well as the proposed addresses. You
can choose to accept the proposal or further refine the address. The service also performs a duplicate
address check for the proposed address.
2. In the account Overview tab, use the actions menu to validate address data maintained in the account
header.
3. In the Address tab, select an address and click Validate Address icon in the table.

[Link] Configure Address Validation for Geo Tracking

Administrators can configure address validation for geo tracking using standard microservices from SAP Cloud
Platform.

Prerequisite

When you purchase a license for the microservice, you are assigned a Request URL to access SAP DQM micro
services. The URL is unique to your data center on SAP Cloud Platform and is required to activate integration
with the SAP Cloud for Customer. You can access this URL under SCP Cockpit Services Data Quality
Services Application URL . Copy this URL to a notepad on your local machine. You assign this URL when
configuring the integration in your cloud for customer system.

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Steps for Configuring Microservice for Address Validation in SAP Cloud for
Customer

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Built in Services and Support Business Environment Addresses and
Languages and select the scoping question: Do you want to use the Address Validation service?
2. Configure Mashup Web Services
There are two mashup web services that you must configure.
1. DQM Address Type Ahead mashup service:
1. Go to Administrator Mashup Web Services .
2. Select the pre delivered service (SW00095) and Copy the template to create new service.

 Note

Under General Information, retain the Service Name and Description as it is.

3. Under Service Information, update the necessary fields as:

• Authorization Method: OAuth
• HTTP Method: Post
• URL: Maintain the Token Endpoint URL that is provided in OAuth settings from SAP Cloud
Platform.
• Enter the Consumer Key and Consumer Secret that you have created during OAuth settings.

 Note

Ensure that you retain the other fields as it is.

4. Click Save and Activate.

2. DQM Address Type Ahead Endpoint mashup service:
1. Go to Administrator Mashup Web Services .
2. Select the pre delivered service (SW00094) and Copy the template to create new service.

 Note

Under General Information, retain the Service Name and Description as it is.

3. Under Service Information, update the necessary fields:

• Authorization Method: OAuth
• HTTP Method: Post
• URL: Maintain the Address Cleanse URL from Available endpoints list in SAP Cloud Platform.

 Note

• Do not use the URL from Available endpoints when using client certificates list in SAP
Cloud Platform.
• Ensure that you retain the other fields as it is.

4. Click Save and Activate.

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  Note

Maintain only one mashup for Token and Service. Multiple mashups for the same will create
inconsistency.

 Note

If you currently use the data quality service using communication arrangement and wish to continue
using the same, you can do so. However, SAP recommends that you access DQM via the Cloud
Foundry. To switch to the Cloud Foundry, you must first remove the communication arrangement, and
then follow the steps described under Configure Mashup Web Services step.

Configuration in SAP Cloud Platform

Upload the client certificate (that you have assigned to communication arrangement in Cloud for Customer
and downloaded to your local machine) to SAP Cloud Platform. For detailed documentation on importing
client certificate to SAP Cloud Platform and configuring client certificate authorization, see Client Certificate
Authorization.

Billing for DQM Service for Address Validation

The street address validation along with geo coding is enabled by default for each SAP Cloud for Customer to
SAP DQM micro service call. The following considerations apply as part of the address validation service:

• Street address validation and geo coding are considered as two different transactions by DQM service.
• Street and post office box addresses within the same address validation transaction are considered
separately.

For detailed information on billing for these API calls, refer to Billing/Usage Information (Per API Call)

Additional Information

For detailed information on enabling and configuring DQM Microservices, see the documentation under Data
Quality Management, microservices for location data (DQM microservices).

3.5.4  Address Type Ahead Search

Use type ahead suggestions to select a complete address after typing only a portion of it (minimum of 5
characters). While you are typing, the application sends frequent requests to the microservice, and displays a
list of suggestions. Once you select an address from the list, all the address fields are updated automatically.

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  Restriction

If the State address field is not updated as per the latest search, you may need to click on the field to get
updated.

These services are licensed separately by SAP Data Quality Management (SAP DQM) micro service that is
hosted on SAP Cloud Platform. Implement this http based microservice also called Data Quality Service, to
integrate address type ahead search feature within your SAP Cloud for Customer system.

Use

 Note

Before implementing address type ahead search service, you need to be aware of DQM billing for the API
calls from SAP Cloud for Customer . See the section Billing for DQM Service for Address Type ahead
Search further in this topic.

[Link] Configure Address Type Ahead Search

Administrators can configure address type ahead search using standard microservices from SAP Cloud
Platform.

Prerequisite

When you purchase a license for the microservice, you are assigned a Request URL to access SAP DQM micro
services. The URL is unique to your data center on SAP Cloud Platform and is required to activate integration
with the SAP Cloud for Customer. You can access this URL under SCP Cockpit Services Data Quality
Services Application URL . Copy Address Cleanse URL under Available endpoints to a notepad on your local
machine. You assign this URL when configuring the integration in your cloud for customer system.

 Note

Do not use the URL under Available endpoint when using client certificates.

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Configuration in SAP Cloud Platform

Generate OAuth 2.0 Client IDs and Token Values to configure in SAP Cloud Platform. For detailed
documentation on generating OAuth 2.0 certificate to SAP Cloud Platform, see OAuth 2.0 Authorization.

Steps for Configuring Microservice for Address Type Ahead Search in SAP
Cloud for Customer

1. Enable the scoping question as follows:

1. Go to Business Configuration Implementation Projects .
2. Select your project and navigate to Edit Project Scope Questions Built in Services and Support
Business Environment Addresses and Languages .
3. Select the scoping question: Do you want to use the address type ahead search functionality?
2. Configure Mashup Web Services
There are two mashup web services need to be configured.
1. DQM Address Type Ahead mashup service:
1. Go to Administrator Mashup Web Services .
2. Select the pre delivered service (SW00095) and Copy the template to create new service.

 Note

Under General Information, retain the Service Name and Description as it is.

3. Under Service Information, update the necessary fields as:

• Authorization Method: OAuth

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 • HTTP Method: Post
• URL: Maintain the Token Endpoint URL that is provided in OAuth settings from SAP Cloud
Platform.
• Enter the Consumer Key and Consumer Secret that you have created during OAuth settings.

 Note

Ensure that you retain the other fields as it is.

4. Click Save and Activate.

2. DQM Address Type Ahead Endpoint mashup service:
1. Go to Administrator Mashup Web Services .
2. Select the pre delivered service (SW00094) and Copy the template to create new service.

 Note

Under General Information, retain the Service Name and Description as it is.

3. Under Service Information, update the necessary fields:

• Authorization Method: OAuth
• HTTP Method: Post
• URL: Maintain the Address Cleanse URL from Available endpoints list in SAP Cloud Platform.

 Note

• Do not use the URL from Available endpoints when using client certificates list in SAP
Cloud Platform.
• Ensure that you retain the other fields as it is.

4. Click Save and Activate.

 Note

Maintain only one mashup for Token and Service. Multiple mashups for the same will create
inconsistency.

Billing for DQM Service for Address Type Ahead Search

The street address type ahead search is enabled by scoping question for each SAP Cloud for Customer to SAP
DQM micro service call. The following considerations apply as part of the address type ahead search service:

• Street address type ahead search is considered as two different transactions by DQM service.
• Street and post office box addresses within the same address type ahead search transaction are
considered separately.

For detailed information on billing for these API calls, refer to Billing/Usage Information (Per API Call).

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Additional Information

For detailed information on enabling and configuring DQM Microservices, see the documentation under Data
Quality Management, microservices for location data (DQM microservices).

3.6 Organization and Territory Assignments

Alignment to org. units helps to cluster accounts within your sales organization. Further, use territories to
further distribute accounts within specific sales territories.

Account Sales Data [page 227]

Sales data maintenance for accounts.

Territories for Accounts [page 229]

Enable sales analysis based on sales territories.

3.6.1  Account Sales Data

Sales data maintenance for accounts.

Accounts are often used within the purview of an org. structure. Therefore, create the necessary sales data
required for accounts within the org. structure of your company. Use territories, distribution channels and
divisions for accounts.

• Assign one or more sales organizations, distribution channels and divisions to an account.
• Use the sales area assignment to determine sales data in business transactions.
• Configure access restrictions based on sales area.

Sales Arrangement Data: In addition to the sales data, assign attributes for to an account, attributes for sales
arrangement in the account quick create dialog screen. SAP ERP offers sales arrangement data as mandatory
for account creation. This feature in your cloud solution allows for a seamless replication of account details
to your SAP ERP system. Also, since sales arrangement data is available during account creation, this data is
available for you to manage account restrictions too.

[Link] Configure Sales Data

Administrators can configure account sales data that includes distribution channel, division, sales area
territory hierarchy level, price lists and price groups.

Administrators can configure account sales data.

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Sales Area Distribution Channel

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Distribution Channel to maintain distribution channels for your company.
Additionally, assign the distribution channel to the org. structure for your company using the work distribution
maintenance.

Division

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Division to define divisions in your company.

Sales Area Territory Hierarchy Level

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Sales Territory Hierarchy Level to create the root sales territory and other territory
levels.

Related Information

For more information, see Configuring Divisions.

[Link] Configure Workflows to Notify on Changes to Sales

Data
Administrators can use the new workflow object for Sales Data to trigger workflows when modifications are
done to sales data of an account. For example, an account is assigned to a new sales area and you need to
inform users about this change. Create workflow rule to trigger a notification or send an e-mail to the account
owner or the territory team.

[Link] Sales Areas Marked for Deletion

If a sales area from SAP ERP is set as Marked for Deletion and the same sales area is assigned to a transaction
in SAP Cloud for Customer, then the system displays a warning message to that effect.

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[Link] Restrict Sales Data Maintenance for Account and
Employee Records

Restrict sales data maintenance for accounts and employees using divisions. The field Distribution Channel has
been changed to Sales Data Restriction.

The tab Distribution Channel is renamed to Sales Data Restriction. The tab is only visible for org. units with the
Sales Organization function.

If values are entered in the Distribution Channel field, the system restricts the assignment of a distribution
channel and division to the sales organization in the sales data of an account or employee.

 Note

You can still modify sales data in transactions.

 Note

In the past release, only the Distribution Channel was supported.

[Link] Restrict Sales Data Maintenance for Sales

Organizations

Maintain sales data restrictions for your sales organization by restricting division and distribution channel
values. If the restrictions are maintained, the applicable to customer and employee sales data maintenance.

3.6.2  Territories for Accounts

Enable sales analysis based on sales territories.

Following possibilities exist to define accounts based on territories:

• Assign accounts to sales territories to define responsibilities and grant authorizations.

• Assign an account to more than one sales territory.
• Realign territory structure to adjust to changing sales markets.
• Maintain rules based on account attributes for rule based determination of territory in accounts and in
business documents such as leads and opportunities.
• Analyze sales on territory dimension.

[Link] Configure Territory Based Determination

Administrators can assign territory and create rules for territory based determination.

Go to Administrator Sales and Campaign Settings , you can select:

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• Territories to define new territories and assign accounts to them.
• Define Rules for Territories Realignment to define new rules for a realignment run
• Realignment Run to define schedule a realignment run and even define new rules for territory based
alignment for accounts.

[Link] Configure Sales Territory Hierarchy Level

Administrators can configure territory hierarchy levels.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Territory Hierarchy Level to maintain territory hierarchy levels.

3.7 Search Accounts

Account and Individual Customer dataset queries are available on Value helps.

Your administrator can enable this feature via adaptation.

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3.8 Embed Direct Links to Object Instances of Customers

Embed direct links to instances of accounts, contacts or individual customers in workflow e-mail templates to
enable users to directly access the object instead of navigating in the system.

For detailed information on the feature, see Predetermining URLs for Direct Navigation.

3.9 SAP ERP Customer Cockpit

The customer cockpit is a central point of information for sales-relevant data about a customer, such as
address and communication data, key figures, and contact persons.

If your cloud system is integrated with SAP ERP system, you can launch the ERP cockpit ( Accounts Sales
Data ERP Cockpit directly from an account sales area view and edit transactions in ERP.

3.9.1  Configure SAP ERP Customer Cockpit

Administrators can configure SAP ERP customer cockpit.

Perform the following steps to configure the customer cockpit:

1. Search for ERP Account cockpit - SM00105 under Administrator Mash-up Authoring
2. Update the URL to connect to the SAP ERP system.
1. Log in to ERP system SICF and execute [Link] .
2. Launch the ERP customer cockpit from your cloud for customer account to quickly edit transactions in
SAP ERP system.

3.10 Account 360 Overview of Customer in SAP S/4HANA

Launch the SAP S/4HANA Customer 360 app from your system and get a complete overview of your
customers in S/4HANA backend system.

Launch this app in the Overview tab for customers under Actions Customer 360 Overview . Use this
connection to your S/4HANA system to:

• Review aggregated sales data over a period of time.

• Navigate to application areas such as Manage Sales Orders, Quotations, Sales Contracts, and Resolve
Sales Order Issues and use these features
• View customer returns, credit memos, debit memos, and billing documents.

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3.10.1  Configure Account 360 Overview

Administrators can configure the connection to launch 360 overview for customers in your SAP S/4HANA
system.

Under Administrator Mashup Authoring , look for URL mashup with description S/4 HANA 360 Object
Page and replace the dummy URL with the URL for your SAP S/4HANA system.

See the following examples of the URL that you must enter:

1. URL with Fiori (If you want to access Account 360 using Fiori Launchpad)
[Link]
[Link]?sap-client=230
2. URL with Client (If you want to access Account 360 using a client)
[Link]
3. URL without client (If you want to access Account 360 without using a client)
[Link]

Once you update the URL in the mashup, the implementation generates the FINAL_URL to access the
Customer 360 overview by adding the LANGUAGE and CUSTOMER instance details based on the information
in Cloud for Customer.

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3.11 Social Media Profiles

Maintain social media profiles for your accounts and contacts.

• Create social profiles of individual customers and contacts.

• Track both inbound and outbound social media interactions from the Social Media Message tab.
• In Cloud for Service, use social media channels to work with customers.

For more information, see Enabling Social Media Features.

3.11.1  Configure Social Media Features

Administrators can configure social media to enable collaboration with customers and partners.

Your SAP Cloud for Social Engagement solution is delivered with the social media features available but hidden.
As an administrator, you need to enable the social media features of the solution using Adaptation Mode.

1. To enter adaptation mode click Adapt, then choose Enter Adaptation Mode.
2. Navigate to each of the screens listed below and make the screen edits indicated for each.
1. When you're on the screen you want to edit, click Adapt, then choose Edit Screen.
2. Add or remove elements on the Screen Layout tab.
3. Save your changes.
You can test your changes before publishing.
4. When you're finished with your changes you can publish them to make them visible to all users.

Screens to Edit for Enabling Social Media Features

Screen Navigation Edits Notes

Service and Social Administrator Service Under Sections, check the You need to make this change be­
Settings box for Social Media to make fore you can set up any social me­
and Social Settings
it visible. dia channels in your system.

Individual Customers Customers Individual Under Fields, check the box

for Social Media Profile to
Customers
make that column visible in
the list.

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Screen Navigation Edits Notes

Individual Customer Customers Individual

• Under Sections, check You need to have at least one cus­
the box for Social tomer record in the system before
Customers then choose a
Information to make it you'll be able to adapt the details
customer to open the details
visible. screen.
screen
With Social Information
selected, under Fields,
ensure the boxes are
checked for Facebook
and Twitter.
• Under Sections, select
Tabs, then in the lower
list, select Social Media
Messages and Social
Profiles.

Related Information

Adapting the User Interface

3.12 Prepackaged Integration with SAP MDG

An out-of-the box bi-directional replication with SAP Master Data Governance (MDG) is now available for use in
business partner merge scenarios.

Following scenarios are supported:

• In the event of a business partner cleansing and consolidation process in SAP MDG, a merge case is
created in SAP Cloud for Customer.
• SAP Cloud for Customer executes merge process and automatically marks the oldest available record
(using creation date) as golden record.

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3.13 Integration with LinkedIn Sales Navigator to Access
Relationships and Key Contacts

Find a new section - LinkedIn Sales Navigator in the Overview tab and Contacts tab for accounts and contacts
and in the buying center. Click Sign-In in this section to navigate to linkedIn to find relationships and key
contacts. Use the rich LinkedIn profile data to record activities with prospects and customers, view recent
activities of your contacts and find a topic of interest to help you start a conversation with your prospects.

The LinkedIn Sales Navigator uses basic information such as first name, last name, email address, job title,
and company name to find the correct company or person on LinkedIn. You can also perform a search if
you are unable to find appropriate contacts or customers. For your contacts, the Save as Lead option in the
widget allows you to save the person as a lead in the LinkedIn Sales Navigator. Such leads are not recorded in
SAP Cloud for Customer. In addition to basic information mentioned above, there is no further data exchange
between SAP Cloud for Customer and LinkedIn.

To use this feature, you need to:

• Use a standard LinkedIn account.

 Note

If you have signed in to LinkedIn with a different account, you are automatically signed in with that
account. To re-login with the standard account, first clear your previous browsing cookies.

• Enable browser cookies:

• For Google Chrome, go to Settings Advanced Privacy and security Content settings Cookies
Allow and add [*.][Link]
• For Internet Explorer, go to Internet Options Security Trusted sites Sites and add http://
[Link]

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• Select the relevant mashup using personalization.

3.13.1  Configure LinkedIn's Sales Navigator

Administrators can enable Sales Navigator to allow users to look up LinkedIn information of an account or a
contact.

 Note

Sales Navigator Enterprise licenses are required from LinkedIn to use this feature.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Communication and Information Exchange Integration with External Applications and
Solutions Integration with LinkedIn Sales Navigator to find the corresponding scoping question.

3.14 Accounts Offline

This topic presents an overview of features supported for accounts in offline mode. Accounts create, edit and
display is supported in the offline mode.

 Note

• All Related Activities of Accounts are not downloaded.

• In offline mode, newly created accounts show up with their temporary IDs when used in other
transactions. The details are resolved properly once you synchronize and the entries are created online.

CONTACTS

Offline Scope

Create Screen Detailed View

Edit (directly/
via actions/via
Tab Section Field Create Default Display navigation)

Overview Header Status Y Y

Fields

Role Y Y Y N

Name Y N Y Y

Additional Y N Y Y
Name

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 Create Screen Detailed View

Edit (directly/
via actions/via
Tab Section Field Create Default Display navigation)

Additional Y Y
Name 2

Additional Y Y
Name 3

Prospect Y Y

Role Y Y Y Y

Country/ Y N Y Y
Region

PO Box Y Y

PO Box ad­ Y Y
dress

PO Postal Y Y
Code

Time Zone Y Y

C/O Y Y

address Y Y
Line 1

address Y Y
Line 2

House Num­ Y N Y Y
ber

Street Y N Y Y

address Y Y
Line 4

address Y Y
Line 5

City Y N Y Y

State Y N Y Y

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 Create Screen Detailed View

Edit (directly/
via actions/via
Tab Section Field Create Default Display navigation)

Postal Code Y N Y Y

Primary Y Y
Contact

Phone Y N Y Y

ABC Classi­ Y N Y Y
fication

Fax Y N Y Y

Email Y N Y Y

WebSite Y N Y Y

Owner Y N Y Y

Language Y N Y Y

Mobile Y N Y Y

Top Level Y N
Owner

Legal Form Y

Industry Y N Y Y

Active Pipe­ Y N
line

Permission Y N

YTD Reveue Y N

Account ID Y N Y N

External ID Y N

External Y N
System

Created on Y N

Created By Y N

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 Create Screen Detailed View

Edit (directly/
via actions/via
Tab Section Field Create Default Display navigation)

Changed on Y N

Changed by Y N

Duns Y N

Order Block Y N

Delivery Y N
Block

Billing Block Y N

Sales Su­ Y Y
port Block

Notes N N

Prospect In­ Y Y
dicator

Parent Ac­ Y N
count

Country/ Y N
Region

Mobile Y N

Duns Num­ Y N
ber

Contact Per­ Y N
mission

Language Y N

Extension Y N
Fields

Sales Data Sales Data Sales org Y NA

Distribution Y NA
Channel

Division Y NA

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 Create Screen Detailed View

Edit (directly/
via actions/via
Tab Section Field Create Default Display navigation)

Sales Office Y NA

Sales Group Y NA

Details Sales Or­ Y N

ganization

Distribution Y N
Channel

Division Y N

Sales office Y Y

Customer Y Y
Group

Delivery Pri­ Y Y
ority

Order Block Y Y

Delivery Y Y
Block

Billing Block Y Y

Sales Sup­ Y Y
port Block

Sales Group Y Y

Incoterms Y Y

Incoterm Y Y
Location

Currency Y Y

Activities Appoint­ Subject Y Y

ment

Status Y Y

Start Date/ Y Y
Time

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 Create Screen Detailed View

Edit (directly/
via actions/via
Tab Section Field Create Default Display navigation)

Owner Y Y

Primary Y Y
Contacts

Tasks Subject Y Y

Status Y Y

Start Date/ Y Y
Time

Owner Y Y

Primary Y Y
Contacts

Phone Calls Subject Y Y

Status Y Y

Start Date/ Y Y
Time

Owner Y Y

Primary Y Y
Contacts

E-Mails Subject N N

Status N N

Start Date/ N N
Time

Owner N N

Primary N N
Contacts

Opportuni­ Opportuni­ Name Y Y

ties ties

Close Date Y Y

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 Create Screen Detailed View

Edit (directly/
via actions/via
Tab Section Field Create Default Display navigation)

Sales Phase Y Y

Owner Y Y

Status Y Y

Progress Y Y

Contacts Contacts Name Y Y

Job Title Y Y

Function Y Y

Department Y Y

Phone Y Y

Fax Y Y

Addresses Addresses Address Y Y

Phone Y Y

Fax Y Y

Main Y Y

Action Y Y

Relation­ Relation­ Relationship Y Y

ships ships Type

Business Y Y
Partner

Address Y Y

Action Y Y

Visits Visits Subject Y Y

Status Y Y

Owner Y Y

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 Create Screen Detailed View

Edit (directly/
via actions/via
Tab Section Field Create Default Display navigation)

Primary Y Y
Contacts

Phone Y Y

Promotions N NA

Sales Or­ N N
ders

Product List N NA

Charts N NA

Service Re­ N N
quests

Attach­ N NA
ments

Account N N
Team

Account Hi­ N NA
erarchies

Leads N N

Campaign N NA

Sales N N
Quotes

Visit Hours N NA

Installed N Y N
Base

Marketing N N
Attributes

Service con­ NA
tracts

Sales Terri­ NA NA
tory

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 Create Screen Detailed View

Edit (directly/
via actions/via
Tab Section Field Create Default Display navigation)

Feed NA NA

Target NA NA
Group

Sales leads NA NA

Registered N Y NA
Products

Recent Or­ NA NA
ders

Groups NA NA

Survey re­ NA NA
sults

External Fol­ NA NA
lowup Docu­
ment

Offline Action

Object Global / Tab Actions Offline Availability

Accounts Activities (Appointments, New Y

Tasks, Phone Calls)

Opportunities New Y

Contacts New Y (currently not supported.)

Addresses New Y (currently not supported.)

Relationships New Y (currently not supported.)

Visits New Y

Global Block N

Set to Obsolete N

Derive Territory N

International Version N

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3.15 Accounts FAQs

3.15.1  What are the conditions under which the customer

merge can fails?

Customer merge can fail under very few conditions, primarily in case of the customer being open in edit mode
by another user ( locked for editing) or in case there are any PDI validations that result in failure.

3.15.2  What are the conditions under which transaction re-

parenting can fail?

Transaction re-parenting from duplicate to master record can fail for many reasons. The primary reasons can
be as follows:-

1. Transaction status does not allow any modification, for example, a service ticket that is in status Confirmed
or Completed cannot be modified on the user interface. Hence a confirmed service ticket cannot be
re-parented during merge process.
2. Another case could be that the transaction is in-approval status like sales quote in approval.
3. Validation in SAP Cloud Applications Studio fails and results in error.
4. Transaction was locked by another user during the merge process and hence could not be modified.

3.15.3  Where can I find the list of transactions which

could not be re-parented, if merge status is ‘Merge
Completed - Realignment Failed’?

Navigate to the merge details view and click on the Transactions screen. This lists the transactions along with
transaction type which could not be re-parented.

3.15.4  Where can I see the reason why the merge has failed
for a particular transaction?

Navigate to the merge details view and click on the Result Log screen. You will see a Results table. Select the
entry with the status Error and click on Application log ID. In the application log view , click on Results Log
screen. This view lists all the errors which prevented the customer merge or transaction re-parenting.

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3.15.5  What should I do when the merge has failed ( status
as 'Merge Failed’ or ‘Merge Completed - Realignment
Failed’.

Navigate to the Data Cleansing work center and customer merge data set. Select the merge instance that has
failed and then click on Initiate. You will observe that the status will change to Merge In Process. The system will
retry merging the customer instances.

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4 Leads

Lead generation and management is the first step of your sales and marketing process. In this step, you can
capture any interest in your products and services, and qualify and nurture the interest to turn your potential
customers into real clients.

Leads can come from a wide range of sources. It can be as simple as a customer inquiry on the phone or an
active participation in your email campaign. With SAP Cloud for Customer, you can add a lead into your system
easily. Imagine that you are at a trade show. Someone comes to your booth to seek more information about
your products. You shake hands and exchange business cards. After the conversation, you can just take out
your phone and create the lead on the site by scanning that business card. The solution also allows you to
import a large quantity of leads at once using Microsoft Excel or SAP Cloud for Customer's APIs.

Lead nurturing refines your prospects. To increase your business efficiency, you may just want to focus on the
leads that have a higher chance to be converted to sales opportunities. SAP Cloud for Customer equips you
with a variety of tools that help you score, qualify, and identify leads that are more likely to make a purchase.

4.1 Scope and Configure Leads

Administrators can configure leads using scoping, scoping questions, and fine-tuning activities.

Scoping questions and fine-tuning activities that are self-explanatory may not be included in this list.

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4.1.1  Enable Leads

Administrators can add leads to your project scope.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales Lead Management and check the box next to the scoping item for using leads.

4.1.2  Configure Number Range

Administrators can specify the range of numbers that the ID of the lead records can take.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Leads Number Range Maintain Number Range to specify the numbers.

4.1.3  Configure Involved Parties

Administrators can maintain involved parties for leads by assigning party roles and using determination rules.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Leads Involved Parties Maintain Involved Parties to edit your involved parties.

In addition, you can assign at most three custom party roles to the user interface and enable sales reps to
directly edit those roles in lead quick create or overview. Those custom party roles can also show up on the lead
conversion screen and be carried over to opportunities converted from the lead. This feature is only available
online.

4.1.4  Configure Sources

Administrators can maintain sources that capture the origin of your leads.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Leads Sources Maintain Sources to edit your sources.

4.1.5  Configure Categories

Administrators can maintain categories that classify your elements such as leads and opportunities.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Leads Categories Maintain Categories to edit your categories.

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4.1.6  Configure Assignment of Categories

Administrators can activate categories for leads via assignment.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Leads Assignment of Categories Assign Categories to assign your categories.

4.1.7  Configure Qualifications

Administrators can maintain qualifications that classify leads in terms of how promising they are for your
business.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Leads Qualifications Maintain Qualifications to edit your qualifications.

4.1.8  Configure Status

Administrators can customize lead statuses and define conversion actions for each status.

Context

You can edit statuses by adding and deleting rows.

Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Leads Status Maintain Status .
2. Click Add Row to create a new status.
3. Enter a number as Sort Sequence. It determines where the new status appears in the drop-down list of
your lead status and has no influence on how leads are processed.
4. Specify the Status Code. Customized status codes must begin with the identifier Z.
5. Select an Internal Status in which your new status will be active. A customized status should always be
connected to a pre-delivered status and follow the internal logic that particular status represents.
6. Give a name to your new status in the Description field.
7. Decide whether your new status should be the initial status for newly created leads.

 Note

Only one status can be set as Initial Status.

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 Statuses connected to Converted, Accepted, or Declined cannot be set as Initial Status.

8. Check Active to make the status visible for your users.

9. Decide which conversion actions should be available for leads that attain this new status.
10. Decide whether the lead with this new status can be submitted for approval.

 Note

You cannot delete a pre-delivered status, but you can deselect the Active checkbox. In response, the
status will no longer appear, and users cannot search for leads with this status. However, leads that are
assigned to this status will continue to display it.

You can remove a customized status only when it is not in use in the application.

4.1.9  Configure Reasons

Administrators can maintain reasons that specify why a status has been set.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Leads Reasons Maintain Reasons to edit your reasons.

4.1.10  Configure Assignment of Reasons

Administrators can activate reasons for applicable lead statuses via assignment.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Leads Assignment of Reasons Assign Reasons to assign your reasons.

4.1.11  Configure Conversion Limit

Administrators can specify how many times a lead can be converted into an opportunity.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Leads Maintain Conversion Limit to specify the number of times.

4.1.12  Configure System Message Severity

Administrators can upgrade or downgrade the severity level of system messages in leads.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Leads Messages Message Severity Configuration to edit message severity.

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4.1.13  Configure Multi-Step Approval Process

Administrators can enable a multi-step approval process for leads through configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales Lead Management Leads to find the corresponding scoping question and
enable detailed process configuration in Administrator Approval Processes .

4.1.14  Configure Contact as Optional Field

Administrators can enable users to create a lead without contact information through configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales Lead Management Leads to find the corresponding scoping question.

4.1.15  Configure Disablement of Lead Historical Analysis

Administrators can set up the solution to stop capturing lead versions or major changes that allow users to
check lead progression in data source over time.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales Lead Management Leads to find the corresponding scoping question.

 Note

The information tracked in the data source contains more details than the standard change history seen
under the Changes tab in a lead. You can use the lead history data source CODMKLEAHHB to create a
report in Business Analytics and gain insights into the lead lifecycle.

4.1.16  Configure Lead Aging Notifications

Administrators can enable and configure lead aging notifications in scoping and fine-tuning activities.

Context

Administrators must scope the feature before you can configure it.

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Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales Lead Management Leads to find the corresponding scoping
question and trigger lead aging notifications only when a lead has reached its age.

 Tip

We recommend that you trigger lead aging notifications only when relevant, for better system
performance.

2. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Lead Aging Duration to define the duration for a lead to remain in an
unqualified status, beyond which the lead aging notification will be triggered.

3. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Business Task Management for Expiration of Lead Aging Alert to define system
notification details for an aged lead.

4.1.17  Configure Lead Creation with Existing Accounts by

Default

Administrators can set up the solution to use an existing account as default for lead creation.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales Lead Management Leads to find the corresponding scoping question.

4.1.18  Configure Lead Creation with Existing Accounts by

Role

Administrators can restrict specific business roles to create leads using existing accounts only.

Context

Users assigned to roles with this restriction must use an existing account for lead creation.

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Procedure

1. Go to Administrator General Settings Business Roles .

2. Select the desired role and click Edit.
3. Navigate to the Fields and Actions tab.
4. In the Business Action Restrictions section, add a row to the table.
5. Search for LEAD_WITH_EXISTING_ACCOUNT and select the entry for leads.

The Access Restriction field defaults to Disabled.

4.1.19  Configure Lead Creation for Individual Customers by

Role

Administrators can authorize specific business roles to create leads for individual customers only.

Context

Users assigned to roles with this restriction can create leads as individual customers only.

Procedure

1. Go to Administration General Settings Business Roles .

2. Select the desired role and click Edit.
3. Navigate to the Fields and Actions tab.
4. In the Business Action Restrictions section, add a row to the table.
5. Search for LEAD_WITH_CREA_BY_INDIV_CUS and select the entry for leads.

The Access Restriction field defaults to Disabled.

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4.1.20  Configure Lead Duplicate Check

Administrators can enable and configure lead duplicate check in scoping and fine-tuning activities.

Context

Administrators must scope the feature before you can configure it.

Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales Lead Management Leads to find the corresponding scoping
question and enable duplicate check for leads.

2. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Lead Duplicate Check to configure duplicate check details.

You can assign Weighting to available lead fields. The higher the weightage for the field, the more
importance is placed on the field when the solution finds duplicates.

You can also enable Duplicate Check for Mass Import for your users when they upload leads from a
spreadsheet or use A2X services. You can configure the Overall Threshold. The threshold defines the
similarity of the match, beyond which a lead will not be imported as a duplicate.

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4.1.21  Configure Note History Viewing and Editing

Administrators can enable users to see and change earlier versions of lead notes through configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales Lead Management Leads to find the two corresponding scoping questions.

4.1.22  Configure Sales Area Data for Lead Conversion

Administrators can set up the solution to keep sales area data when a lead is converted to an account, or an
account and contact. Sales area data include sales organization, sales group, sales office, distribution channel,
and division.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales Lead Management Leads to find the corresponding scoping question.

4.1.23  Configure Selection of Sales Area Data Combinations

Administrators can enable users to select a combination of sales area data including sales organization,
distribution channel, and division during lead creation. The combinations need to be predefined in either or
both of the matching account and employee in the Accounts and Employees work centers.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales Lead Management Leads to find the corresponding scoping question.

4.1.24  Configure Reopening of Accepted or Declined Leads

Administrators can enable users to reopen accepted or declined leads through configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales Lead Management Leads to find the corresponding scoping question.

4.1.25  Configure Association of Registered Products in Leads

Administrators can enable users to create leads with references to previously sold products through
configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales Lead Management Leads to find the corresponding scoping question.

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4.1.26  Configure Decoupling Lead Status and Qualification
Level

Administrators can set up the solution to retain the current lead status when a qualification level is set.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales Lead Management Leads to find the corresponding scoping question and
decouple lead status and qualification level.

4.1.27  Configure Lead Routing Rules

Administrators can create routing rules for automatic lead assignment.

Context

Once the routing rules are defined, leads will be automatically assigned to owners, marketing units, and
territories upon lead creation.

 Note

Territories must be enabled in scoping before it works in the lead routing.

Procedure

1. Go to Administrator Sales and Campaign Settings Define Rules for Lead Assignment to launch the
rules table.
2. If it is your first time to create rules, use Adapt Columns to set up the rules table. You can have up to 20
columns in the table, including last three result columns, Owner, Marketing Unit, and Territory.

 Tip

We recommend that you remove any unwanted columns and only keep required ones as extra columns
can impact performance.

3. Choose Insert Row above the rules table. A new row with an asterisk in each field will be added to the table.

You can add values to more than one field in a row. The fields in one row evaluate as a logical AND
relationship, which means the field values must all evaluate to true in order for the rule to evaluate to true.
4. Click the asterisk symbol in a cell to enter a value for that field. The rules table offers a variety of logical
operators to define your values.

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  Tip

We recommend that you take full advantage of operators to consolidate your rules for better system
performance.

For example, if your rules determine assignments based on zip codes, you can use the Between
operator to set up a range of zip codes in sequence, or you can use the Include operator to group zip
codes that have the same prefix.

5. Continue to add rows for each desired result.

The rows in the rules table evaluate as a logical OR relationship. The system will compare each rule from
top to bottom until it finds one match, which suggests that the most specific rule should be placed at the
top of the table and generic ones should be near the bottom.

You can rearrange rows by selecting the row and clicking Swap.
6. Click Save when you finish.
7. Click Activate Rules.

For your updated rules, unless you reactivate them, otherwise the previous rule sets will continue to
execute.

4.1.28  Configure Lead Routing to Territories

Administrators must enable lead routing to territories before using it in lead routing rules.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales Lead Management Leads to find the corresponding question and enable
assigning leads to territories.

 Remember

You can see the Territory column in the lead routing rules table, regardless of scoping. However, the lead
routing rules will not assign your leads to territories until you enable it.

4.1.29  Configure Automatic Lead Routing Triggers

Administrators can define when automatic lead routing needs to be triggered using workflow rules.

Context

By default, activated lead routing rules automatically execute upon lead creation. By using workflow rules,
administrators can also set up the solution to run lead routing on saving a lead or on a customized schedule.

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Procedure

1. Go to Administrator Workflow Rules , and create a new workflow rule.

2. Give a meaningful name in the Description field.
3. For Business Object, choose Leads.
4. For the Timing type, you can choose from On Create Only, On Every Save, and Scheduled. If the timing field
is left blank, On Every Save will be applied by default.

This selection decides when your rule, in this case Assign Leads Using Rules, will be triggered.
5. (Optional) Define conditions which you can also configure in the routing rules table.
6. For Rule Type, choose Action and select Assign Leads Using Rules.
7. Review and activate your workflow rule.

4.1.30  Configure Lead Routing for Local Administrators

Local administrators can be assigned to geographical areas for which they can create rules.

Context

Only administrators with global access rights can create and edit lead routing restrictions for local
administrators.

Procedure

1. Go to Administrator Sales and Campaign Settings Define Rules for Lead Assignment to launch the
rules table.
2. Choose Add Row under the Local Administrators Restrictions section.
3. Enter a Country and Region to allow for rule creation.
4. Choose a local administrator for that country and region.
5. Continue to add rows for each local administrator you want to assign.
6. Click Save.

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4.1.31  Configure Automatic Refresh from Activity Plan

Administrators can use workflow rules to define when leads can be automatically refreshed to obtain an
updated list of to-do surveys and tasks.

Context

By using workflow rules, applicable surveys and tasks can be assigned on creating or saving a lead, or on a
customized schedule.

Procedure

1. Go to Administrator Workflow Rules , and create a new workflow rule.

2. Give a meaningful name in the Description field.
3. For Business Object, choose Leads.
4. For the Timing type, you can choose from On Create Only, On Every Save, and Scheduled. If the timing field
is left blank, On Every Save is applied by default.

This selection decides when your rule, in this case Refresh from Activity Plan, is triggered.
5. (Optional) Define conditions that you can also configure in the Routing Rules section in the Activity Planner
work center.
6. For Rule Type, choose Action and select Refresh from Activity Plan.
7. Review and activate your workflow rule.

4.1.32  Configure LinkedIn Sales Navigator

Administrators can enable LinkedIn Sales Navigator to allow users to look up publicly available LinkedIn profile
information of an account or a contact.

 Note

A LinkedIn Sales Navigator Team or Enterprise license is required to use this feature. You can sign up for a
free trial here .

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Communication and Information Exchange Integration with External Applications and
Solutions Integration with LinkedIn Sales Navigator to find the corresponding scoping question.

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4.1.33  Configure Business Card Scanner

Administrators can enable Business Card Scanner so users can capture leads on their mobile devices.

Prerequisites

The appropriate number of licenses for business card scans are required from ABBYY, a non-SAP site at http://
[Link]

 Note

Each business card scan counts as one A4 scan.

This software uses ABBYY® FineReader® Engine 11 recognition technologies © 2013, ABBYY Production LLC.

ABBYY and FINEREADER are trademarks of ABBYY Software Ltd., which may be registered in some
jurisdictions.

Procedure

1. Log on to your SAP solution and go to Administrator Mashup Web Services Business Card Scanner
Service .
2. Click Enter API Keys.
3. Click Show API Keys.
4. Enter the username and password that you received from ABBYY.
5. Save your entries.
6. Back on the Web Mashup Services screen, select the row of Business Card Scanner Service and activate it.

4.1.34  Configure Deal Finder

Admnistrators can enable and configure deal finder to help users identify most promising leads.

 Note

As a prerequisite, machine learning powered by SAP Leonardo must be enabled so that lead scores can be
calculated in deal finder. For more information, see Machine Learning in SAP Cloud for Customer in the
related information section.

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Add the Deal Finder Tile to the Home Page

Administrators must add the deal finder tile to the home page to allow users with appropriate roles to access
deal finder.

1. Open the home page.

2. Click the pencil icon at the bottom right and go to the Adapt mode.
3. Select the business role with which users will work with the deal finder and click Go.
4. Navigate to the Scorecards section.
5. Find the Deal Finder scorecard, and add it to the role.
6. Decide whether you want to make deal finder visible for all users with that business role.
7. Click Publish to save your changes for that business role.

Save Queries

Administrators must add at least one query with topics as the search parameter for users to see topics in deal
finder.

1. Go to Sales Leads or Sales Campaign Leads .

2. Click your profile on the top right corner of your screen, and select Start Adaptation.
3. Select the filter icon.
4. Enter filters parameters to refine your query result. For example, you can set Qualification Level as Hot and
get a list of high qualified leads for users to review in deal finder.
5. Click Save Query As. ave and apply the query. The name you enter will be the name of the topic in deal
finder.
6. In the pop-up box, you can give the query a name, and opt to make it your default query. The name you
enter will be the name of the topic in deal finder.
7. Click Save. A new query is created, and it appears in your default selection drop down list.
8. Click your profile and select End Adaptation.

Related Information

Machine Learning in SAP Cloud for Customer

4.1.35  Configure Lead Deletion

Administrators can prevent or limit the users allowed to delete leads.

 Note

You can only delete leads that have not been converted.

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By default, leads can be deleted by users. As an administrator, if your company does not allow leads to be
deleted, you can Adapt all user screens and hide the delete function.

If you want to allow only a few selected users to delete leads, you can define those using the appropriate access
restrictions.

4.1.36  Configure Depersonalization in Leads

Administrators can remove personal data from a business object to ensure compliance with the applicable data
protection requirements.

 Note

Depersonalization is only available to administrators with access to the Data Protection and Privacy work
center.

In leads, depersonalization triggers a deletion. Once a lead is depersonalized, you can go to Administrators
General Settings Data Management Deleted Data to view the deleted record. You cannot depersonalize a
lead if it contains a person that is blocked for removal.

In case you need to retain certain information, you can download relevant data using OData or Data Workbench
prior to depersonalization.

 Note

When employees and contacts are removed from an account, the associated business transactions such
as leads and deal registration are also deleted by default. If needed, administrators can restrict personal
data deletion to the individual level. The transactions remain, allowing sales users to see the complete
information about the customer.

To enable this functionality, go to Business Configuration Implementation Projects . Select your

project and navigate to Edit Project Scope Questions Built-in Services and Support System
Management Security to find the corresponding scoping question.

For more information, see Personal Data Protection and Privacy.

4.2 Create Leads

Leads can be generated from different sources such as marketing campaigns, referrals, and social media. Any
unprocessed contact or company information you collect can become a lead. SAP Cloud for Customer offers
you full flexibility to create, track, and follow up on your leads.

Leads can be created in the following ways:

• Create leads manually from the quick create icon

• Import leads from Microsoft Excel

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 • Upload leads through SAP Cloud for Customer APIs
• Scan a business card on your mobile devices
• Copy an existing leads
• Create leads from groupware add-in

You can also add existing or create new relevant leads as reference to the current lead under the Related Leads
tab.

 Note

You can only add related leads to a lead that is not converted, or a lead that is converted yet has not
reached maximum conversion limit.

Create Lead from Groupware Add-In [page 263]

You can create lead directly from your Outlook or Gmail application using SAP Cloud for Customer,
server-side integration for groupware.

Import Leads from Microsoft Excel [page 264]

You can upload a batch of leads from a Microsoft Excel template.

Use Business Card Scanner [page 265]

You can create a lead on the spot using Business Card Scanner on your mobile device.

Check for Lead Duplicates [page 266]

Lead duplicate check is a combination of account duplicate check and lead duplicate check.

Assign Leads [page 268]

Leads are often assigned automatically upon creation, provided the lead routing rules have been
defined by your administrators. If there is no rule applicable, you own all the leads you create.

4.2.1  Create Lead from Groupware Add-In

You can create lead directly from your Outlook or Gmail application using SAP Cloud for Customer, server-side
integration for groupware.

You can create a lead from the selected email or meeting as follows:

1. Select the email or meeting and click View Context of SAP Cloud for Customer to open the groupware
add-in.
2. Click the Lead button.
3. Fill in the details in all the fields and click Save.

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4.2.2  Import Leads from Microsoft Excel

You can upload a batch of leads from a Microsoft Excel template.

Procedure

1. From your profile menu at the top right, go to the Download section.
2. Download the Add-In for Microsoft Excel.
3. Install the add-in using the .exe file.

4. Go to Sales Leads , and click the More icon at the bottom right.
5. Click Import from Microsoft Excel.

6. Open the Microsoft Excel template locally and log in with SAP Cloud for Customer credentials.
7. You can either manually type in or copy and paste your leads information from another spreadsheet.
8. If you have downloaded the add-in, saving the spreadsheet will update your leads in the solution
simultaneously.

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4.2.3  Use Business Card Scanner

You can create a lead on the spot using Business Card Scanner on your mobile device.

Prerequisites

Your administrators have enabled Business Card Scanner.

 Note

The optical character recognition license is required from ABBYY to use this feature.

This software uses ABBYY® FineReader® Engine 11 recognition technologies © 2013, ABBYY Production LLC.

ABBYY and FINEREADER are trademarks of ABBYY Software Ltd., which may be registered in some
jurisdictions.

Procedure

1. Go to Leads, and add a new lead.

2. Tap Actions, choose Scan, and the phone camera will be activated.
3. Center the business card that you would like to scan, and take the picture.
4. If the photo is clear, tap Use Photo. The information in the picture will be transferred to appropriate fields in
the application.
5. Confirm or adjust the information as necessary, and save the lead by tapping Done. The information from
the business card will appear as a contact under your lead.

 Tip

If the country of your contact is not recognizable from the business card, a popup for manual input will
display. The country information will be required if you intend to use SAP Data Quality Management
services to cleanse and improve your data.

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[Link] Configure Business Card Scanner

Administrators can enable Business Card Scanner so users can capture leads on their mobile devices.

Prerequisites

The appropriate number of licenses for business card scans are required from ABBYY, a non-SAP site at http://
[Link]

 Note

Each business card scan counts as one A4 scan.

This software uses ABBYY® FineReader® Engine 11 recognition technologies © 2013, ABBYY Production LLC.

ABBYY and FINEREADER are trademarks of ABBYY Software Ltd., which may be registered in some
jurisdictions.

Procedure

1. Log on to your SAP solution and go to Administrator Mashup Web Services Business Card Scanner
Service .
2. Click Enter API Keys.
3. Click Show API Keys.
4. Enter the username and password that you received from ABBYY.
5. Save your entries.
6. Back on the Web Mashup Services screen, select the row of Business Card Scanner Service and activate it.

4.2.4  Check for Lead Duplicates

Lead duplicate check is a combination of account duplicate check and lead duplicate check.

 Note

As prerequisites, your administrator must enable and configure both business partner duplicate check and
lead duplicate check.

• Lead duplicate check during lead creation

During lead creation, once you type in all the essential information, click Check for Duplicates at the bottom
right, and scroll down to view the similarity check result. You see tabs that contain duplicate information for
Lead, Account and Contact, and Account.

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 Based on the duplicate check result, you can decide whether or not to create the lead. If the system finds
a duplicate account, or account and contact, you can create the lead under that existing account through
association.

You can also check for duplicates when performing a mass upload of leads from a spreadsheet or using
A2X services, provided your administrator has enabled this functionality. After you import leads and save
the changes, if any duplicate leads, accounts, or contacts exist, an error displays. This error message tells
you which leads were not imported due to duplication.
• Lead duplicate check during lead conversion
During lead conversion, a duplicate check is executed to find potential matches against accounts and
contacts that already exist in the system. Select a potential match, and review its account and contact
details below the duplicate check results. When you decide to convert the lead using the existing account
and contact, click the check mark in the Accept column.
Your administrator must Adapt the layout and add fields that need to be reviewed.

Related Information

Account Duplicate Check [page 204]

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 Validation for duplicate records for accounts.

[Link] Configure Lead Duplicate Check

Administrators can enable and configure lead duplicate check in scoping and fine-tuning activities.

Context

Administrators must scope the feature before you can configure it.

Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales Lead Management Leads to find the corresponding scoping
question and enable duplicate check for leads.

2. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Lead Duplicate Check to configure duplicate check details.

You can assign Weighting to available lead fields. The higher the weightage for the field, the more
importance is placed on the field when the solution finds duplicates.

You can also enable Duplicate Check for Mass Import for your users when they upload leads from a
spreadsheet or use A2X services. You can configure the Overall Threshold. The threshold defines the
similarity of the match, beyond which a lead will not be imported as a duplicate.

4.2.5  Assign Leads

Leads are often assigned automatically upon creation, provided the lead routing rules have been defined by
your administrators. If there is no rule applicable, you own all the leads you create.

Administrators can use workflow rules to trigger automatic lead routing not only upon lead creation, but also
on saving a lead or on a customized schedule. As users, you can manually add or change lead assignment
details including owners, marketing units, and territories. You can also manually trigger lead routing to update
exisitng lead assignments.

If you have a group of sales representatives collaborating on one lead, you can add those employees to the
Sales & Marketing Team tab in the lead.

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[Link] Manually Trigger Lead Routing

You can reassign your leads using routing rules defined by your administrators.

Context

Lead routing rules can automatically take place upon different triggers, depending on how your administrators
have configured them. For existing lead assignments that need to be updated, users can follow the steps below
to manually trigger lead routing.

Procedure

1. Go to the Leads work center.

2. Select one or multiple leads that require reassignments.
3. Click the More option from bottom right, and select Assign Selected Leads Using Rules.

The Owner, Marketing Unit, and Territory details under leads will be updated as a result of rules.

[Link] Configure Lead Routing Rules

Administrators can create routing rules for automatic lead assignment.

Context

Once the routing rules are defined, leads will be automatically assigned to owners, marketing units, and
territories upon lead creation.

 Note

Territories must be enabled in scoping before it works in the lead routing.

Procedure

1. Go to Administrator Sales and Campaign Settings Define Rules for Lead Assignment to launch the
rules table.
2. If it is your first time to create rules, use Adapt Columns to set up the rules table. You can have up to 20
columns in the table, including last three result columns, Owner, Marketing Unit, and Territory.

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  Tip

We recommend that you remove any unwanted columns and only keep required ones as extra columns
can impact performance.

3. Choose Insert Row above the rules table. A new row with an asterisk in each field will be added to the table.

You can add values to more than one field in a row. The fields in one row evaluate as a logical AND
relationship, which means the field values must all evaluate to true in order for the rule to evaluate to true.
4. Click the asterisk symbol in a cell to enter a value for that field. The rules table offers a variety of logical
operators to define your values.

 Tip

We recommend that you take full advantage of operators to consolidate your rules for better system
performance.

For example, if your rules determine assignments based on zip codes, you can use the Between
operator to set up a range of zip codes in sequence, or you can use the Include operator to group zip
codes that have the same prefix.

5. Continue to add rows for each desired result.

The rows in the rules table evaluate as a logical OR relationship. The system will compare each rule from
top to bottom until it finds one match, which suggests that the most specific rule should be placed at the
top of the table and generic ones should be near the bottom.

You can rearrange rows by selecting the row and clicking Swap.
6. Click Save when you finish.
7. Click Activate Rules.

For your updated rules, unless you reactivate them, otherwise the previous rule sets will continue to
execute.

[Link] Configure Lead Routing to Territories

Administrators must enable lead routing to territories before using it in lead routing rules.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales Lead Management Leads to find the corresponding question and enable
assigning leads to territories.

 Remember

You can see the Territory column in the lead routing rules table, regardless of scoping. However, the lead
routing rules will not assign your leads to territories until you enable it.

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[Link] Configure Automatic Lead Routing Triggers

Administrators can define when automatic lead routing needs to be triggered using workflow rules.

Context

By default, activated lead routing rules automatically execute upon lead creation. By using workflow rules,
administrators can also set up the solution to run lead routing on saving a lead or on a customized schedule.

Procedure

1. Go to Administrator Workflow Rules , and create a new workflow rule.

2. Give a meaningful name in the Description field.
3. For Business Object, choose Leads.
4. For the Timing type, you can choose from On Create Only, On Every Save, and Scheduled. If the timing field
is left blank, On Every Save will be applied by default.

This selection decides when your rule, in this case Assign Leads Using Rules, will be triggered.
5. (Optional) Define conditions which you can also configure in the routing rules table.
6. For Rule Type, choose Action and select Assign Leads Using Rules.
7. Review and activate your workflow rule.

[Link] Configure Lead Routing for Local Administrators

Local administrators can be assigned to geographical areas for which they can create rules.

Context

Only administrators with global access rights can create and edit lead routing restrictions for local
administrators.

Procedure

1. Go to Administrator Sales and Campaign Settings Define Rules for Lead Assignment to launch the
rules table.

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2. Choose Add Row under the Local Administrators Restrictions section.
3. Enter a Country and Region to allow for rule creation.
4. Choose a local administrator for that country and region.
5. Continue to add rows for each local administrator you want to assign.
6. Click Save.

[Link] Create and Assign New Primary Contacts in Leads

From a lead, you can go to contact person value help to create and assign a new contact for the lead. The New
Contact action is visible without additional configuration.

4.3 Nurture Leads

Lead nurturing is the process of developing relationships with your buyers through every step of their journeys.
It focuses communication efforts on listening to the needs of your prospects, providing right information, and
responding to their needs.

Lead Statuses [page 273]

The solution provides five pre-delivered statuses to help you identify where your contacts and
companies are in the sales pipeline.

Qualify Leads [page 275]

Lead qualification is a process where you figure out what your prospects need and how likely they will
purchase your products or services.

Add Involved Parties to Leads [page 275]

Business partners can be automatically assigned with party roles and designated as involved
parties to leads, provided your administrators have activated such party roles and maintained party
determination steps in involved parties configuration. As users, you can also manually add involved
parties to your leads.

Add Qualification Activities to Leads [page 276]

You may have mandatory or voluntary activity plans such as surveys and tasks predefined and
assigned by your administrators to help you qualify your leads.

Associate Leads with Registered Products [page 278]

You can create leads with references to previously sold products or services. Those references can help
qualify leads in senarios such as cross, up, and down selling, and offering renewal services.

Score Leads [page 280]

Lead scoring is a method used to rank your leads and help you identify most valuable prospects.

Work with Deal Finder [page 281]

The deal finder offers a predictively scored, ranked list of incoming leads based on their likelihood of
conversion, which helps you decide the order in which to enagage your prospects.

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 Work with LinkedIn Sales Navigator [page 282]
With LinkedIn Sales Navigator enabled by your administrators, you can look up publicly available
LinkedIn profile information about accounts or contacts, and nurture your prospects through
networking.

4.3.1  Lead Statuses

The solution provides five pre-delivered statuses to help you identify where your contacts and companies are in
the sales pipeline.

• Open: The initial status is set to open upon lead creation.

• Qualified: The status will automatically change to qualified when a Qualification Level is set. You can also
manually change the status to qualified.
• Accepted or Declined: The statuses are available when a lead is in a qualified status.
• Converted: The status will automatically change to converted when a lead is converted to an opportunity,
or an account and contact. Users cannot manually change the status to converted. As converted
represents the final stage within the lifecycle of a lead, no further modification or conversion action will
be allowed after a lead is converted. Users cannot reopen a converted lead.

You may need to specify a reason to indicate why a status has been set, depending on how your administrators
have configured it.

[Link] Configure Status

Administrators can customize lead statuses and define conversion actions for each status.

Context

You can edit statuses by adding and deleting rows.

Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Leads Status Maintain Status .
2. Click Add Row to create a new status.
3. Enter a number as Sort Sequence. It determines where the new status appears in the drop-down list of
your lead status and has no influence on how leads are processed.
4. Specify the Status Code. Customized status codes must begin with the identifier Z.
5. Select an Internal Status in which your new status will be active. A customized status should always be
connected to a pre-delivered status and follow the internal logic that particular status represents.

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6. Give a name to your new status in the Description field.
7. Decide whether your new status should be the initial status for newly created leads.

 Note

Only one status can be set as Initial Status.

Statuses connected to Converted, Accepted, or Declined cannot be set as Initial Status.

8. Check Active to make the status visible for your users.

9. Decide which conversion actions should be available for leads that attain this new status.
10. Decide whether the lead with this new status can be submitted for approval.

 Note

You cannot delete a pre-delivered status, but you can deselect the Active checkbox. In response, the
status will no longer appear, and users cannot search for leads with this status. However, leads that are
assigned to this status will continue to display it.

You can remove a customized status only when it is not in use in the application.

[Link] Configure Reasons

Administrators can maintain reasons that specify why a status has been set.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Leads Reasons Maintain Reasons to edit your reasons.

[Link] Configure Assignment of Reasons

Administrators can activate reasons for applicable lead statuses via assignment.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Leads Assignment of Reasons Assign Reasons to assign your reasons.

[Link] Configure Reopening of Accepted or Declined Leads

Administrators can enable users to reopen accepted or declined leads through configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales Lead Management Leads to find the corresponding scoping question.

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[Link] Configure Decoupling Lead Status and Qualification
Level

Administrators can set up the solution to retain the current lead status when a qualification level is set.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales Lead Management Leads to find the corresponding scoping question and
decouple lead status and qualification level.

4.3.2  Qualify Leads

Lead qualification is a process where you figure out what your prospects need and how likely they will purchase
your products or services.

The Qualification Level reflects whether a lead is hot, warm, or cold.

[Link] Configure Qualifications

Administrators can maintain qualifications that classify leads in terms of how promising they are for your
business.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Leads Qualifications Maintain Qualifications to edit your qualifications.

[Link] Configure Decoupling Lead Status and Qualification

Level

Administrators can set up the solution to retain the current lead status when a qualification level is set.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales Lead Management Leads to find the corresponding scoping question and
decouple lead status and qualification level.

4.3.3  Add Involved Parties to Leads

Business partners can be automatically assigned with party roles and designated as involved parties to leads,
provided your administrators have activated such party roles and maintained party determination steps in
involved parties configuration. As users, you can also manually add involved parties to your leads.

In leads, you can manually maintain involved parties under corresponding tabs. If you collaborate with the
marketing department or multiple sales colleagues on one lead, you can include those employees under the

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Sales & Marketing Team tab. Contacts can be identified under the Contacts tab. Other partners can be added to
the Involved Parties tab.

You can analyze party determination details by clicking Actions Check Party Determination . This feature
is available on both quick create and overview screens. Administrators must enable the action via adaptation.

 Tip

To add the action to the quick create screen, administrators must turn on the adaptation mode, click the
navigation arrow and go to UI View Area New Lead Toolbar Lead Button Group Actions Menu
Check Party Determination , and unhide the item.

[Link] Configure Involved Parties

Administrators can maintain involved parties for leads by assigning party roles and using determination rules.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Leads Involved Parties Maintain Involved Parties to edit your involved parties.

In addition, you can assign at most three custom party roles to the user interface and enable sales reps to
directly edit those roles in lead quick create or overview. Those custom party roles can also show up on the lead
conversion screen and be carried over to opportunities converted from the lead. This feature is only available
online.

4.3.4  Add Qualification Activities to Leads

You may have mandatory or voluntary activity plans such as surveys and tasks predefined and assigned by
your administrators to help you qualify your leads.

In the Activity Planner work center, your administrators can enable automatic assignment for activity plans
during creation and define routing rules.

For activity plans that can be automatically assigned, you can manually trigger routing by refreshing to obtain
most current surveys or tasks. Also, your administrators can use workflow rules to define when the routing
rules can be executed automatically.

For activity plans that cannot be automatically assigned, you can manually add applicable surveys under the
Surveys tab and tasks under the Activities tab in a lead.

Related Information

Activity Planning and Routing [page 708]

Activity planner is used to plan activities such as surveys and tasks that help you achieve different business
goals. By using routing rules, you can assign the surveys and tasks to business objects that are associated
with specific accounts or territories.

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Workflows [page 151]
Learn how you can use workflows to support your business processes.

[Link] Update To-Do Surveys or Tasks by Refreshing

You can obtain most current surveys and tasks assigned to your lead by refreshing.

Prerequisites

Your administrators have defined activity plans and routing rules in the Activity Planner work center.

 Note

For each survey or task to be routed, the Assign Automatically option must be checked during the creation
of the activity plan.

Context

Your administrators can define when applicable activity plans can be automatically assigned to leads using
workflow rules. As users, you also can follow the steps below to manually trigger the routing.

Procedure

1. Go to the detail view of a lead.

2. From the Actions menu, select Refresh from Activity Plan.

Results

Your applicable surveys and tasks appear under the Surveys and Activities tabs as a result of rules.

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[Link] Configure Automatic Refresh from Activity Plan

Administrators can use workflow rules to define when leads can be automatically refreshed to obtain an
updated list of to-do surveys and tasks.

Context

By using workflow rules, applicable surveys and tasks can be assigned on creating or saving a lead, or on a
customized schedule.

Procedure

1. Go to Administrator Workflow Rules , and create a new workflow rule.

2. Give a meaningful name in the Description field.
3. For Business Object, choose Leads.
4. For the Timing type, you can choose from On Create Only, On Every Save, and Scheduled. If the timing field
is left blank, On Every Save is applied by default.

This selection decides when your rule, in this case Refresh from Activity Plan, is triggered.
5. (Optional) Define conditions that you can also configure in the Routing Rules section in the Activity Planner
work center.
6. For Rule Type, choose Action and select Refresh from Activity Plan.
7. Review and activate your workflow rule.

4.3.5  Associate Leads with Registered Products

You can create leads with references to previously sold products or services. Those references can help qualify
leads in senarios such as cross, up, and down selling, and offering renewal services.

Once your administrators have enabled the feature, you can add registered products to your leads, create leads
from registered products, and report on leads with references to registered products.

[Link] Add Registered Products to Leads

You can link one or multiple registered products to your leads.

• During lead creation, you can select Serial ID, Associated Product (Reg. Product), Installation Point, and
Installed Base to include a registered product, and it automatically becomes the primary registered
product for that lead.

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  Note

The registered product fields are only available when you create a lead using an existing account.

• In the detail view of a lead with an existing account, you can go to the Registered Products tab to add more
registered products.
• Registered products can also be connected to a lead using web services such as A2X and OData, or via
data upload using Data Workbench.

If the fields are not visible, you can use Personalization or ask your administrators to Adapt the layout.

When you convert a lead to an opportunity, the registered product information will be carried over.

[Link] Created Leads from Registered Products

You can create a lead from a registered product to increase your wallet share from an existing product.

• In the Registered Products work center, you can select one or multiple relevant registered products from
the list, and create a New Lead from the More option at the bottom right. When the lead quick create
screen opens, the registered products pane will be automatically populated with values of the highlighted
registered products.
• You can also go to the detail view of a registered products by clicking its ID or Serial ID, and create a new
lead under the Leads tab. When the lead quick create screen opens, the related fields will be automatically
populated with values of that registered product.

[Link] Report on Leads with References to Registered

Products

You can use the data sources below to create your reports regarding registered products, as well as installation
points and installed bases.

Data Source Description

CODMKLEAREGPRDU Contains all the registered products of leads. It allows you to

analyze related registered products of leads.

CODMKLEAREGPRDGENU Contains all the installed objects of leads. It allows you to

analyze installed objects of leads.

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[Link] Configure Association of Registered Products in
Leads

Administrators can enable users to create leads with references to previously sold products through
configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales Lead Management Leads to find the corresponding scoping question.

[Link] Lead Copy Assigned to Installation Point/

Registered Product

A copy of a lead or a follow-up transaction also copies its assigned installation point/registered product.

4.3.6  Score Leads

Lead scoring is a method used to rank your leads and help you identify most valuable prospects.

The solution offers you multiple lead scoring tools.

• Survey scores
Your administrators can assign you with surveys such as a screening checklist or a qualification
questionnaire to help you better understand your leads. The survey results are measured as scores, based
on which you can prioritize your prospects.
• Engagement scores
Your administrators can assign point values to different actions that are triggered during a marketing
campaign. The point total is described as an engagement score, based on which you can get a better idea
of how engaging and qualified your lead is.
• Lead scores
Lead scoring uses a machine learning model that is trained on your historical sales data to find patterns
and key contributors that predict the likelihood of conversion.
• Deal Finder
The deal finder offers a predictively scored and ranked list of incoming leads based on their likelihood of
conversion, which helps you decide the order in which to enagage your prospects.

Related Information

Machine Learning in Leads

Work with Deal Finder [page 281]
The deal finder offers a predictively scored, ranked list of incoming leads based on their likelihood of
conversion, which helps you decide the order in which to enagage your prospects.

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4.3.7  Work with Deal Finder

The deal finder offers a predictively scored, ranked list of incoming leads based on their likelihood of
conversion, which helps you decide the order in which to enagage your prospects.

In the deal finder, depending on how your administrators have configured it, you can see queries with different
topics of interest. For example, your administrators may have identified hot leads, or leads that have existing
accounts, for you to review.

Leads in the deal finder are sorted according to their predictive scores. The scoring is driven by machine
learning powered by SAP Leonardo, with which you can also view key factors that impact the resulting scores
by clicking or tapping the cards. For leads that are qualified to be converted, you can drag and drop them
directly to the opportunities column for conversion.

[Link] Configure Deal Finder

Admnistrators can enable and configure deal finder to help users identify most promising leads.

 Note

As a prerequisite, machine learning powered by SAP Leonardo must be enabled so that lead scores can be
calculated in deal finder. For more information, see Machine Learning in SAP Cloud for Customer in the
related information section.

Add the Deal Finder Tile to the Home Page

Administrators must add the deal finder tile to the home page to allow users with appropriate roles to access
deal finder.

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1. Open the home page.
2. Click the pencil icon at the bottom right and go to the Adapt mode.
3. Select the business role with which users will work with the deal finder and click Go.
4. Navigate to the Scorecards section.
5. Find the Deal Finder scorecard, and add it to the role.
6. Decide whether you want to make deal finder visible for all users with that business role.
7. Click Publish to save your changes for that business role.

Save Queries

Administrators must add at least one query with topics as the search parameter for users to see topics in deal
finder.

1. Go to Sales Leads or Sales Campaign Leads .

2. Click your profile on the top right corner of your screen, and select Start Adaptation.
3. Select the filter icon.
4. Enter filters parameters to refine your query result. For example, you can set Qualification Level as Hot and
get a list of high qualified leads for users to review in deal finder.
5. Click Save Query As. ave and apply the query. The name you enter will be the name of the topic in deal
finder.
6. In the pop-up box, you can give the query a name, and opt to make it your default query. The name you
enter will be the name of the topic in deal finder.
7. Click Save. A new query is created, and it appears in your default selection drop down list.
8. Click your profile and select End Adaptation.

Related Information

Machine Learning in SAP Cloud for Customer

4.3.8  Work with LinkedIn Sales Navigator

With LinkedIn Sales Navigator enabled by your administrators, you can look up publicly available LinkedIn
profile information about accounts or contacts, and nurture your prospects through networking.

LinkedIn Sales Navigator iframes are embedded in the Overview and Contacts tabs in your leads, opportunities,
buying center, accounts, and contacts. In the overview tab, Sales Navigator gives you information about the
company. When a contact is selected, Sales Navigator shows you a profile about the person. You may see your
contacts' recent activities and find a topic of interest to help you start a conversation with your prospects. Or,
you may find someone you know to introduce you directly to your potential customers.

LinkedIn Sales Navigator uses basic information such as first name, last name, e-mail address, job title, and
company name to find the correct company or person on LinkedIn. In case the result is not the one that you are
looking for, you can further perform a search to find a match. For your contacts, the Save as Lead option in the

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iframe allows you to save the person as a lead in LinkedIn Sales Navigator. Such leads are not recorded in SAP
Cloud for Customer.

To use this feature, you must allow browser cookies from LinkedIn.

• In Google Chrome, go to Settings Advanced Privacy and security Content settings Cookies
Allow and add [*.][Link].
• In Internet Explorer, go to Internet Options Security Trusted sites Sites and add http://
[Link].

 Note

You need a LinkedIn Sales Navigator Team or Enterprise account to use this feature. However, if you have
previously signed in to LinkedIn with a different account on your computer, you may be automatically
signed in with that account. To relogin with the standard account, you must first clear your previous
browsing cookies.

[Link] Configure LinkedIn Sales Navigator

Administrators can enable LinkedIn Sales Navigator to allow users to look up publicly available LinkedIn profile
information of an account or a contact.

 Note

A LinkedIn Sales Navigator Team or Enterprise license is required to use this feature. You can sign up for a
free trial here .

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Communication and Information Exchange Integration with External Applications and
Solutions Integration with LinkedIn Sales Navigator to find the corresponding scoping question.

4.4 Convert Leads

Lead conversion happens when a lead has been qualified and you believe your prospect has an interest in doing
business with you.

 Note

As a prerequisite, your leads must be Consistent before being converted. To resolve any lead inconsistency,
you can Check Consistency for each lead to view relevant warning messages and fix the errors accordingly.

To convert a lead, go to the detail view of that lead and make a selection from the Actions menu at the bottom
right. You can have a list of conversion options for each lead, depending on what status your lead resides in and
how your administrators have configured available conversion actions for each status.

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• Convert to Opportunity
You can convert a lead to an opportunity when you have verified that the prospect has a good chance
of becoming a customer. One lead can be converted to multiple opportunities, depending on how your
administrators have configured the conversion limit.
• Convert to Account and Contact
You can convert a lead to an account and contact, which means the lead can potentially be a customer yet
has not been qualified to the level of an opportunity. One lead can be converted to only one account and
contact, and cannot be further converted to an opportunity. When your sales process is ready to start, you
can create a new opportunity using the corresponding account and contact. The same logic applies when
you convert a lead to an individual customer.

Once converted, the lead remains in the system as a record and cannot be deleted. The lead status will change
to Converted, which indicates the lead has reached its end of lifecycle and no more modifications will be
allowed to the lead record. You can further process any follow-up items that arise from the lead, and changes
will not reflect in the lead record.

• Associate Account and Contact

Association in the context of conversion allows you to convert the lead without changing the lead
[Link] can keep working in the lead. Any further changes done in the lead will not affect the account
and contact. The same logic applies when you associate a lead with an individual customer.

4.4.1  Create Follow-Up Items

You can create a sales quote or a sales order right from a lead with an existing account.

In a lead, go to the Sales Quotes or Sales Orders tab to add a new follow-up document, and relevant lead
information will be copied over.

4.4.2  Configure Conversion Limit

Administrators can specify how many times a lead can be converted into an opportunity.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Leads Maintain Conversion Limit to specify the number of times.

4.4.3  Configure Sales Area Data for Lead Conversion

Administrators can set up the solution to keep sales area data when a lead is converted to an account, or an
account and contact. Sales area data include sales organization, sales group, sales office, distribution channel,
and division.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales Lead Management Leads to find the corresponding scoping question.

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4.4.4  Link Predecessor and Successor Opportunities to
Converted Leads

Related Opportunities is available in Lead details to link opportunities to converted leads.

The following actions are available to link Opportunities:

• Add Predecessor: You can add as many predecessor opportunities as needed even after Lead conversion.
Lead conversion limit does not affect the Add Predecessor action.
• Add Successor: Typically successor opportunities are a result of Lead conversion. You can also add
successor opportunities. Lead conversion limit affects the Add Successor action.

This feature enables you to link the opportunities that are created separately or worked upon in parallel.

4.5 Leads Offline

In your solution, the following items can be used offline.

Quick Create - Field Level Availability

Default/Determination Off­
Section Field Availability Offline line

Header General Lead ID Y N

External ID N N

Name Y N

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 Default/Determination Off­
Section Field Availability Offline line

Account Y N

Company Y N

Contact Y N

Contact First Name Y N

Contact Middle Name Y N

Contact Last Name Y N

First Name of Indiv. Cus­ Y N

tomer

Middle Name of Indiv. Cus­ Y N

tomer

Last Name of Indiv. Cus­ Y N

tomer

Qualification Level Y N

Status Y Y

Consistency Status N N

Source Y N

Priority Y Y

Start Date Y Y

End Date Y Y

Category Y N

Owner Y Y

Owner(Sales) Y N

Marketing Unit Y N

Sales Unit Y Y

Sales Organization Y Y

Distribution Channel Y Y

Division Y Y

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 Default/Determination Off­
Section Field Availability Offline line

Survey Score N N

Created On N N

Created By N N

Changed On N N

Changed By N N

Notes Y N

Sales Territory ID Y N

Sales Territory Name Y N

Header Account Information Additional Name Y N

Additional Name 2 Y N

Additional Name 3 Y N

External System N N

External ID N N

House Number Y N

Address Line 1 Y N

Address Line 2 Y N

Street Y N

Address Line 4 Y N

Address Line 5 Y N

City Y N

Country Y N

State Y N

[Link] Y N

Postal Code Y N

County Y N

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 Default/Determination Off­
Section Field Availability Offline line

Phone Y N

Fax Y N

Mobile Y N

E-Mail Y N

Web Site Y N

Latitude Y N

Longtitude Y N

Legal Form Y N

ABC Classification Y N

Industry Y N

D-U-N-S Y N

Contact Permission Y N

Language Y N

Note Y N

Header Contact Information Title Y N

Job Title Y N

Academic Title Y N

Additional Academic Title Y N

Nickname Y N

External System N N

External ID N N

Language Y N

Gender Y N

Maritcal Status Y N

Function Y N

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 Default/Determination Off­
Section Field Availability Offline line

Department Y N

Department from Business Y N

Card

VIP Contact Y N

Contact Permission Y N

Engagement Score Y N

Building Y N

Floor Y N

Room Y N

Phone Y N

Fax Y N

Mobile Y N

E-Mail Y N

E-Mail Invalid Y N

Note Y N

Header Individual Customer ABC Classification Y N

Information
Gender Y N

Maritcal Status Y N

E-Mail Y N

Phone Y N

Fax Y N

Mobile Y N

House Number Y N

Street Y N

City Y N

Country Y N

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 Default/Determination Off­
Section Field Availability Offline line

State Y N

Postal Code Y N

Nationality Y N

Date of Birth Y N

Title Y N

Academic Title Y N

Profession Y N

Contact Permission Y N

Language Y N

Initials Y N

Best Reached By Y N

Prefix Y N

Products Product N N

Description N N

Category N Y

Quantity N N

Detailed View - Field Level Availability

Edit (directly OR via

actions OR via naviga­
Tab Section Field Display tion)

Overview Header General Lead ID Y N

External ID N N

Name Y Y

Account Y Y

Company Y Y

Contact Y Y

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 Edit (directly OR via
actions OR via naviga­
Tab Section Field Display tion)

Contact First Name Y Y

Contact Middle Name Y Y

Contact Last Name Y Y

First Name of Indiv. Y Y

Customer

Middle Name of Indiv. Y Y

Customer

Last Name of Indiv. Y Y

Customer

Qualification Level Y Y

Status Y Y

Consistency Status Y N

Source Y Y

Priority Y Y

Start Date Y Y

End Date Y Y

Category Y Y

Owner Y Y

Owner(Sales) Y Y

Marketing Unit Y Y

Sales Unit Y Y

Sales Organization Y Y

Distribution Channel Y Y

Division Y Y

Survey Score Y N

Created On Y N

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 Edit (directly OR via
actions OR via naviga­
Tab Section Field Display tion)

Created By Y N

Changed On Y N

Changed By Y N

Notes Y Y

Sales Territory ID Y Y

Sales Territory Name Y N

Header Account Infor­ Additional Name Y Y

mation
Additional Name 2 Y Y

Additional Name 3 Y Y

External System N N

External ID Y N

House Number Y Y

Address Line 1 Y Y

Address Line 2 Y Y

Street Y Y

Address Line 4 Y Y

Address Line 5 Y Y

City Y Y

Country Y Y

State Y Y

[Link] Y Y

Postal Code Y Y

County Y Y

Phone Y Y

Fax Y Y

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 Edit (directly OR via
actions OR via naviga­
Tab Section Field Display tion)

Mobile Y Y

E-Mail Y Y

Web Site Y Y

Latitude Y Y

Longtitude Y Y

Legal Form Y Y

ABC Classification Y Y

Industry Y Y

D-U-N-S Y Y

Contact Permission Y Y

Language Y Y

Note Y Y

Header Contact Infor­ Title Y Y

mation
Job Title Y Y

Academic Title Y Y

Additional Academic Y Y
Title

Nickname Y Y

External System N N

External ID N N

Language Y Y

Gender Y Y

Maritcal Status Y Y

Function Y Y

Department Y Y

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 Edit (directly OR via
actions OR via naviga­
Tab Section Field Display tion)

Department from Busi­ Y Y

ness Card

VIP Contact Y Y

Contact Permission Y Y

Engagement Score Y Y

Building Y Y

Floor Y Y

Room Y Y

Phone Y Y

Fax Y Y

Mobile Y Y

E-Mail Y Y

House Number Y N

Street Y N

City Y N

Country Y N

State Y N

Postal Code Y N

Note Y Y

Header Individual Cus­ ABC Classification Y Y

tomer Information
Gender Y Y

Maritcal Status Y Y

E-Mail Y Y

Phone Y Y

Fax Y Y

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 Edit (directly OR via
actions OR via naviga­
Tab Section Field Display tion)

Mobile Y Y

House Number Y Y

Street Y Y

City Y Y

Country Y Y

State Y Y

Postal Code Y Y

Nationality Y Y

Date of Birth Y Y

Customer ID Y N

External System N N

External ID N N

Title Y Y

Academic Title Y Y

Profession Y Y

Contact Permission Y Y

Language Y Y

Initials Y Y

Best Reached By Y Y

Prefix Y Y

Products Product Y N

Description Y N

Category Y N

Quantity Y N

Products Products Product Y Y

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 Edit (directly OR via
actions OR via naviga­
Tab Section Field Display tion)

Product ID Y N

Description Y Y

Product Category Y N

Category Y N

Quantity Y Y

External System N N

External ID N N

Activities Appointments Subject Y N

Status Y N

Category Y N

Start Date/Time Y N

End Date/Time Y N

All Day Event Y N

Owner Y N

Organizer Y N

Visits Subject Y N

Status Y N

Category Y N

Start Date/Time Y N

End Date/Time Y N

All Day Event Y N

Owner Y N

Emails Subject Y N

Status Y N

Category Y N

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 Edit (directly OR via
actions OR via naviga­
Tab Section Field Display tion)

Start Date/Time Y N

Owner Y N

Tasks Subject Y N

Status Y N

Category Y N

Start Date/Time Y N

Due Date/Time Y N

Owner Y N

Processor Y N

Phone Calls Subject Y N

Status Y N

Category Y N

Start Date/Time Y N

Owner Y N

Sales & Marketing Sales & Marketing Role Y Y

Team Team
Name Y N

Email Y N

Phone Y N

Primary Y Y

Contacts Contacts Name Y N

Function Y N

Department Y N

Phone Y N

Mobile Y N

Email Y N

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 Edit (directly OR via
actions OR via naviga­
Tab Section Field Display tion)

Contact Permission Y N

Primary Contact Y Y

Involved Parties Involved Parties Role Y N

Name Y N

E-Mail Y N

Phone Y N

Primary Y Y

Primary Contact Y N

Attachments Attachments Title Y N

Type Y N

Changed On Y N

Changed By Y N

Sales Quote Sales Quote Name Y N

Relationship Y N

External Reference Y N

Status Y N

Approval Status Y N

Owner Y N

Reason for Reject Y N

Overall Discound(%) Y N

Payment Terms Y N

Total Revenue Y N

Created On Y N

Tickets Tickets Ticket ID Y N

Subject Y N

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 Edit (directly OR via
actions OR via naviga­
Tab Section Field Display tion)

Relationship Y N

Priority Y N

Status Y N

Created On Y N

Assigned To Y N

Ticket Type Y N

Surveys Surveys Name Y Y

Status Y Y

Catgeory Y Y

Offline Actions

Object Global / Tab Actions Offline Availability

Leads Global Convert to Available only when you con­

vert a lead to an opportunity
and that lead has an existing
account

Associate to N

Copy N

Check Consistency N

Products Add Y

Delete Y

Activities New Available only when lead has

an existing account

Sales & Marketing Team Add Y

Delete Y

Involved Party Add Y

Delete Y

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Object Global / Tab Actions Offline Availability

Contact ( only when Lead us­ Add Y

ing existing account)
Delete Y

Sales Quote New Y

Ticket New N

Attachments Add Y

4.6 Leads FAQ

This section answers commonly asked questions about leads.

4.6.1  How do I convert a lead without changing its status?

Associate Account and Contact allows you to convert the lead without changing its status so you can continue
working in the original lead.

When you convert a lead, the lead status will change to Converted, which indicates the lead has reached its
end of lifecycle and no more modifications will be allowed to the lead record. If you want to keep working in the
original lead, you can use Associate Account and Contact instead of Convert to Account and Contact so the lead
status remains. Any further changes done in the lead will not affect the account and contact.

The same logic applies when you Associate Individual Customer.

4.6.2  How do I obtain tasks or surveys assigned to my leads?

You can use the Refresh from Activity Plan action in a lead to obtain tasks or surveys that are predefined by your
administrators and assigned to your leads.

Although your administrators may have configured workflow rules to assign activity plans automatically, such
assignments only take place upon specific triggers. As users, you can also trigger routing for activity plans on
demand to acquire relevant tasks or surverys right away.

Related Information

Update To-Do Surveys or Tasks by Refreshing [page 277]

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 You can obtain most current surveys and tasks assigned to your lead by refreshing.

4.6.3  Why can't I take notes in leads in the offline mode?

The Notes field is currently unavailable when note history is enabled online.

4.6.4  Why is a lead assigned to a different owner than I

expected?

As administrators, you need to make sure lead routing rules are defined as clearly as possible. Please
remember that the system executes the rules from top to bottom. The lead will be assigned once it matches a
rule, and the system will not continue reading subsequent rules.

Related Information

Configure Lead Routing Rules [page 269]

Administrators can create routing rules for automatic lead assignment.

4.6.5  Why is owner not copied over when a lead is converted

to an account?

We do not presume that the lead owner will be the the same as the account owner, so the solution does not
take the owner information from a lead to an account.

Context

As a workaround, administrators can use workflow rules to automatically assign the owner when the user
converts the lead and saves the account.

Procedure

1. Go to Administrator Workflow Rules , and create a new workflow rule.

2. Give a meaningful name in the Description field.

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3. For Business Object, choose Account.
4. For the Timing type, choose On Every Save.
5. You can skip the Define Conditions section.
6. For Rule Type, choose Action and select Assign Me as Owner.
7. Review and activate your workflow rule.

4.6.6  How do I delete a custom status in leads?

As administrators, you can delete a custom status as long as it is not in use.

You can perform a search in leads based on the custom status to see if there is any data consuming the status.

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5 Opportunities

Opportunity management allows you to further nurture your qualified prospects, prioritize your potential deals
to improve sales productivity, engage your customers to deliver a solution that meets their needs, and increase
win rate as a result.

When a lead is qualified into an opportunity, it marks the start of a sales cycle. With activity advisor, SAP Cloud
for Customer enables your sales representatives to perform the right set of activities at each sales phase.
Following this sales methodology can save your resources on training and enhance your work efficiency as a
team.

In order to construct the right proposal to win the deal, your sales representatives need to target the right
messages to the right people. SAP Cloud for Customer equips you with buying center that allows you to
maintain your contact relationships and identify key contacts such as decision makers and key influencers.

In the solution, you can capture all the information relevant to your opportunities, including products,
partners, competitors, surveys, and so on. With such information, you can monitor your opportunities more
effectively and enable better forecasting. SAP Cloud for Customer also allows you to capture different types of
opportunities, such as one-time sales, ramp-up contracts, and subscription services.

In addition, you can measure your opportunities by generating estimated values, simulate your pipeline to see
how your potential deals can influence your revenue total, and focus on closing opportunities that have a higher
success rate, as well as help you reach your goals.

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5.1 Scope and Configure Opportunities

Administrators can configure opportunities using scoping, scoping questions, and fine-tuning activities.

Scoping questions and fine-tuning activities that are self-explanatory may not be included in this list.

5.1.1  Enable Opportunities

Administrators can add opportunities to your project scope.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Scoping Sales New Business Opportunities and check the box next to the scoping item for
using opportunities.

5.1.2  Configure Number Range

Administrators can specify the range of numbers that the ID of the opportunity records can take.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Number Range Maintain Number Range to specify the numbers.

5.1.3  Configure Involved Parties

Administrators can maintain involved parties for opportunities by activating applicable party roles and
determination steps.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Involved Parties Maintain Involved Parties to edit your involved
parties.

Based on your business needs, you can Exclude activated party roles from realignment run or inbound
integration scenarios, for example, when you replicate opportunities from ERP to SAP Cloud for Customer.

For customized party roles, there is an additional determination step called Use Rules for <Party Role Name>.
This option allows you to default parties based on specific conditions that can be defined in Administrator
Sales and Campaign Settings Define Rules for Opportunity Parties .

Related Information

Configure Automatic Party Re-Determination [page 350]

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 Administrators can set up the solution to automatically re-determine opportunity parties when a change is
made to the associated account team or territory team.

Configure Party Determination Rules for Opportunities [page 349]

Administrators can create rules for automatic party determination in opportunities.

5.1.4  Configure Sources

Administrators can maintain sources that capture the origin of your opportunities.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Sources Maintain Sources to edit your sources.

5.1.5  Configure Reasons

Administrators can maintain reasons that specify why a status has been set.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Reasons Maintain Reasons to edit your reasons.

5.1.6  Configure Assignment of Reasons

Administrators can activate reasons for applicable opportunity statuses via assignment.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Assignment of Reasons Assign Reasons to assign your reasons.

5.1.7  Configure Categories

Administrators can maintain categories that classify your elements such as leads and opportunities.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Categories Maintain Categories to edit your categories.

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5.1.8  Configure Assignment of Categories

Administrators can activate categories for opportunities via assignment.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Assignment of Categories Assign Categories to assign your
categories.

5.1.9  Configure Document Types

Administrators can define document types that distinguish one type of opportunity from another. Different
types of opportunities can go through different sales cycles.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Document Types Maintain Document Types to edit your
opportunity types.

5.1.10  Configure Custom Status

Administrators can customize opportunity statuses that help identify where the prospects are in the sales
pipeline.

Context

You must define a complete set of custom statuses with equivalence of all the five lifecycle statuses.

Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Custom Status Maintain Custom Status .
2. Choose a Document Type.
3. Click Add Row to create a new status.
4. Enter a number as Sort Sequence. It determines where the new status appears in the drop-down list of
your opportunity status and has no influence on how opportunities are processed.
5. Specify the Status Code. Customized status codes must begin with the identifier Z.
6. Decide whether your new status should be the initial status for newly created opportunities.

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  Note

Only one status can be set as Initial Status.

7. Check Active to make the status visible for your users.

8. Give a name to your new status in the Description field.
9. Select an Life Cycle Status in which your new status will be active. A customized status should always be
connected to a pre-delivered status and follow the internal logic that particular status represents.
10. Decide whether the opportunity with this new status can be submitted for approval.

 Note

You can remove a customized status only when it is not in use in the application.

5.1.11  Configure Opportunity Duplicate Check

Administrators must scope the feature before use.

1. Go to Business Configuration Implementation Projects and select your project.

2. Go to Edit Project Scope Questions Sales New Business Opportunities and select scoping
question Do you want to enable duplicate check for opportunity?
3. To configure it, go to Business Configuration Implementation Projects and select your project.
4. Go to Open Activity List Fine-Tune Opportunity Duplicate Check .

You can assign Weighting to available opportunity fields. The higher the weightage for the field, the more
importance is placed on the field when the solution finds duplicates.

5.1.12  Configure Activity Timeline

Administrators can include activities in a timeline view so users can have an intuitive idea about when the items
need to be performed.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Activity Timeline Maintain Timeline to activate activities.

Activities checked as Internal are shown below the timeline, whereas external activities are displayed above the
line.

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5.1.13  Configure System Message Severity

Administrators can upgrade or downgrade the severity level of system messages in opportunities.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Messages Message Severity Configuration to edit message
severity.

 Note

As administrators, you can suggest mandatory activities via activity advisor. When such activities are not
added to an opportunity, system messages can be displayed. You can further upgrade the severity level
of both messages CL_CDA_ACTASST (Message ID: 001) and CL_CDA_ACTASST (Message ID: 010) from
warning to error, putting the opportunity into an inconsistent status. An inconsistent opportunity cannot be
converted into a sales quote or sales order.

Message severity configuration for Opportunities allow the user to disable the check of 100% splits in revenue
and suppress, for example, the maintenance of revenue partner.

5.1.14  Configure Multi-Step Approval Process

Administrators can enable a multi-step approval process for opportunities through configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Opportunities to find the corresponding scoping question
about enabling multi-step approval process.

Upon activation, you can further configure process details in Administrator Approval Processes .

5.1.15  Configure Automatic Submission for Approval

Administrators can set up the solution to automatically submit opportunities for approval when the
opportunities have fulfilled predefined conditions.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Opportunities to find the corresponding scoping question
about automatically submitting opportunities for approval.

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5.1.16  Configure Resetting Approval Status in Approved
Opportunities

Administrators can enable users to restart approval process on changes to approval relevant fields in an
approved opportunity.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales New Business Opportunities to find the corresponding question about
enabling reapproval for approved opportunities.

 Restriction

If any of the following account fields are defined as approval conditions, changes to them in an approved
opportunity do not lead to resetting the approval status.

• ABC Classification
• Industry
• Prospect
• All the custom extension fields defined in accounts

5.1.17  Configure Influencer Map

Administrators can enable an influencer map so users can see top influencial contacts and employees around a
contact.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Opportunities to find the corresponding scoping question
about enabling the influencer map.

Once you have checked the scoping question, you can Adapt the master layout and add Top Influencers as a
new field to Contacts and Sales Team, as well as the corresponding panes under the Overview tab.

If you want to customize any labels for the influencer map, you can go to Administrator Sales and
Campaign Settings Influencer Map and adapt the master layout there.

5.1.18  Configure Enablement of Opportunity Historical

Analysis

Administrators can set up the solution to start capturing opportunity values and major changes so users can
check opportunity progression in data source over time.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales New Business Opportunities to find the corresponding question about
enabling historical analysis for opportunities.

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  Note

The information tracked in the data source contains more details than the standard change history seen
under the Changes tab in an opportunity. You can use the opportunity history data source CODOPPHHB to
create a report in Business Analytics and gain insights into the opportunity lifecycle.

5.1.19  Configure Note History Viewing and Editing

Administrators can enable users to see and change earlier versions of opportunity notes through configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Opportunities to find the two corresponding questions about
viewing and editing opportunity note history.

5.1.20  Configure Automatic Party Re-Determination

Administrators can set up the solution to automatically re-determine opportunity parties when a change is
made to the associated account team or territory team.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales New Business Opportunities to find the corresponding question about
opportunity party re-determination.

When party re-determination is triggered, a background job that runs every eight minutes will go through Open
or In Process opportunities and realign all the parties in those opportunities.

 Note

If you don't want certain party roles to be re-determined, you can Exclude those party roles from
realignment in involved parties configuration.

Opportunities that are In Approval are also excluded from party re-determination.

Related Information

Configure Involved Parties [page 373]

Administrators can maintain involved parties for opportunities by activating applicable party roles and
determination steps.

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5.1.21  Configure Sales Phase Progress

Administrators can enable the Progress field in an opportunity and remind employees to take actions when the
sales progress is Slow or Stalled instead of On Track.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales New Business Opportunities to find the corresponding question about
enabling phase progress.

When an opportunity remains in the same sales phase for a certain number of days, its progress can be
considered as slow or stalled instead of on track. During sales cycles and phases configuration, administrators
can specify the maximum days for an opportunity to be considered as On Track before the system moves the
progress to Slow and then Stalled.

Related Information

Configure Sales Cycles and Phases [page 356]

Administrators can customize sales cycles and phases for each opportunity type through configuration.

5.1.22  Configure Inclusion of Products During Opportunity

Creation

Administration can enable users to add relevant products during opportunity creation through configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Opportunities to find the corresponding question about adding
products during opportunity creation.

5.1.23  Configure Association of Registered Products in

Opportunities

Administrators can enable users to create opportunities with references to previously sold products through
configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales New Business Opportunities to find the corresponding question about
capturing registered products in opportunities.

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5.1.24  Configure Revenue Scheduling

Administrators can enable users to schedule revenue on a monthly, quarterly, or yearly basis through
configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales New Business Opportunities to find the corresponding question about
revenue scheduling.

5.1.25  Configure Revenue Splits

Administrators can enable users to split revenue per opportunity among sales team members through
configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales New Business Opportunities to find the corresponding question about
splitting revenue among sales team members.

5.1.26  Configure Total Negotiated Value for Standard and

Custom Status

To control Total Negotiated Value for standard status, follow these steps:

1. Navigate to Business Configuration Implementation Projects and select your project.

2. Click Open Activity List Fine-Tune Opportunities Maintain Reasons and check the column
Reduce Total Negotiated Value.

To control Total Negotiated Value for custom status, follow these steps:

1. Navigate to Business Configuration Implementation Projects and select your project.

2. Click Open Activity List Fine-Tune Opportunities Maintain Custom Status and check the column
Reduce Total Negotiated Value.

5.1.27  Configure Product Quantity Scheduling

Administrators can enable revenue scheduling by item quantity distribution and set up the solution to
automatically update the revenue schedule when there is a change in the quantity schedule.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Opportunities to find the two corresponding questions about
quantity scheduling.

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  Note

Changing in the revenue schedule does not have an impact on the quantity schedule.

5.1.28  Configure Selection of Sales Area Data Combinations

Administrators can enable users to select a combination of sales area data including sales organization,
distribution channel, and division during opportunity creation. The combinations need to be predefined in
either or both of the matching account and employee in the Accounts and Employees work centers.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Opportunities to find the corresponding question about sales
area determination during opportunity creation.

5.1.29  Configure Default Sales Area Data During Opportunity

Creation

Administrators can set up the solution to pre-populate sales area data including sales organization, distribution
channel, and division during opportunity creation. The default values need to be predefined in either or both of
the matching account and employee in the Accounts and Employees work centers.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales New Business Opportunities to find the corresponding question about
defaulting sales area data during opportunity creation.

5.1.30  Configure Reason Selection for Status Updated from

the Opportunity List

Administrators can enable users to select a reason for a standard status change they make directly from the
opportunity list.

 Note

Feature enablement is only required for opportunities using standard statuses. Standard status actions
include Set as Open, Set as In Process, Set as Won, Set as Lost, and Set as Stopped. For opportunities using
custom status, this feature is supported by default.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Opportunities and check the scoping question about enabling
reason selection.

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5.1.31  Configure Activity Advisor

Administrators can enable a sales assistant with a list of proposed activities to guide sales representatives
through each sales phase of an opportunity.

Context

Administrators can enable and configure activity advisor in scoping and fine-tuning activities.

Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales New Business Opportunities to find the corresponding question
and enable the sales assistant.

2. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Sales Assistant Maintain Activities to define suggested activities.

3. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Sales Assistant Assign Activities to Sales Phases to assign predefined
activities to specific sales phases.

5.1.32  Configure Sales Cycles and Phases

Administrators can customize sales cycles and phases for each opportunity type through configuration.

Context

Different types of opportunities can go through different sales cycles and phases.

Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Sales Cycles and Phases .
2. Define Sales Phases according to your business needs.
3. Define Analysis Phases for company-wide reporting.

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 4. Click Maintain Sales Cycles to define cycles for different opportunity types, assign sales phases to each
sales cycle, and assign corresponding analysis phase to each sales phase.

If an opportunity remains in one phase for certain days without any updates, it can be considered as slow
and stalled in progress. You can specify the number of the days in sales cycle configuration.

The probability of closing a deal can increase when an opportunity reaches certain sales phases. You can
also specify the chance of success for each phase in sales cycle configuration.
5. Click Specify Default Sales Cycle to select one sales cycle as default for your opportunities.

Related Information

Configure Sales Phase Progress [page 356]

Administrators can enable the Progress field in an opportunity and remind employees to take actions when
the sales progress is Slow or Stalled instead of On Track.

5.1.33  Configure Stalled Opportunity Notifications

Administrators can define system notification details for a stalled opportunity through configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Business Task Management for Stalled Opportunities to edit the notification task.

5.1.34  Configure Party Determination Rules for

Opportunities

Administrators can create rules for automatic party determination in opportunities.

Prerequisites

 Note

Rule-based determination is only available for customized party roles.

Administrators must activate desired party roles and a determination step called Use Rules for <Party Role
Name> in involved parties configuration. Otherwise, those party roles will not be available for selection in the
rule table, and previous relevant rules will no longer take place.

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Context

If activated, the determination rules can be triggered upon opportunity creation and anytime users make a
change to an opportunity field that is part of the rule conditions. Once the determination rules are triggered,
affected business partners will be automatically assigned with specified party roles and designated as involved
parties to opportunities that fulfill the predefined criteria.

Procedure

1. Go to Administrator Sales and Campaign Settings Define Rules for Opportunity Parties to launch
the rules table.
2. If it is your first time to create rules, use Adapt Columns to set up the rules table. You can have up to 20
columns in the table, including last two result columns, Party ID and Party Role.

 Tip

We recommend that you remove any unwanted columns and only keep required ones as extra columns
can impact system performance.

3. Choose Insert Row above the rules table. A new row with an asterisk in each field will be added to the table.

You can add values to more than one field in a row. The fields in one row evaluate as a logical AND
relationship, which means the field values must all evaluate to true in order for the rule to evaluate to true.
4. Click the asterisk symbol in a cell to enter a value for that field. The rules table offers a variety of logical
operators to define your values.

 Tip

We recommend that you take full advantage of operators to consolidate your rules for better system
performance.

For example, if your rules determine assignments based on zip codes, you can use the Between
operator to set up a range of zip codes in sequence, or you can use the Include operator to group zip
codes that have the same prefix.

5. Continue to add rows for each desired result.

The rows in the rules table evaluate as a logical OR relationship. The system will compare each rule from
top to bottom until it finds one match, which suggests that the most specific rule should be placed at the
top of the table and generic ones should be near the bottom.

You can rearrange rows by selecting the row and clicking Swap.
6. Click Save when you finish.
7. Click Activate Rules.

For your updated rules, unless you reactivate them, otherwise the previous rule sets will continue to
execute.

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Related Information

Configure Involved Parties [page 373]

Administrators can maintain involved parties for opportunities by activating applicable party roles and
determination steps.

5.1.35  Configure Automatic Refresh from Activity Plan

Administrators can use workflow rules to define when opportunities can be automatically refreshed to obtain
an updated list of to-do surveys, tasks, appointments, and phone calls.

Context

By using workflow rules, applicable surveys and activities can be assigned on creating or saving an opportunity,
or on a customized schedule.

Procedure

1. Go to Administrator Workflow Rules , and create a new workflow rule.

2. Give a meaningful name in the Description field.
3. For Business Object, choose Opportunity.
4. For the Timing type, you can choose from On Create Only, On Every Save, and Scheduled. If the timing field
is left blank, On Every Save is applied by default.

This selection decides when your rule, in this case Refresh from Activity Plan, is triggered.
5. (Optional) Define conditions that you can also configure in the Routing Rules section in the Activity Planner
work center.
6. For Rule Type, choose Action and select Refresh from Activity Plan.
7. Review and activate your workflow rule.

5.1.36  Configure Contact Roles

Administrators can define roles that classify different contacts, and assign roles with respective colors that
display in the buying center.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Contact Roles Maintain Contact Roles to edit your contact roles.

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5.1.37  Configure LinkedIn Sales Navigator

Administrators can enable LinkedIn Sales Navigator to allow users to look up publicly available LinkedIn profile
information of an account or a contact.

 Note

A LinkedIn Sales Navigator Team or Enterprise license is required to use this feature. You can sign up for a
free trial here .

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Communication and Information Exchange Integration with External Applications and
Solutions Integration with LinkedIn Sales Navigator to find the corresponding scoping question.

5.1.38  Configure Buying Center Based on Buying Center

Relationships

Administrators can enable buying center for accounts and opportunities and define specific buying center
relationships in scoping and fine-tuning activities.

Context

You can enable buying center based on either buying center relationships or business partner relationships.
They are exclusive to each other.

Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Account and Activity Management Account Management to find the
corresponding question and enable the feature.

2. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Buying Center Relationship Types to define relationship types.

In addition to standard relationship types such as Directed By and Dotted Line To, you can create
relationship types of you own, for example, Is A Friend Of and Went to School With.

You can also specify relationship line colors to increase the visibility of different relationship types in the
buying center.

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5.1.39  Configure Buying Center Based on Business Partner
Relationships

Administrators can enable buying center for contacts and opportunities and define specific buying center
relationships in scoping and fine-tuning activities.

Context

You can enable buying center based on either buying center relationships or business partner relationships.
They are exclusive to each other.

Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Account and Activity Management Account Management to find the
corresponding question and enable the feature.

2. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune General Business Partners Relationships Maintain Relationships to define
relationship types.

In this case, you define buying center relationships, together with other general relationships. However,
only those with the Buying Center Relationship option checked display in the buying center.

5.1.40  Configure Evernote Integration

Administrators can enable Evernote Integration so any notes taken in a user's Evernote account can be brought
over and pinned in opportunities.

Context

Notes from Evernote are managed under the Evernote tab that will be available via adaptation once the
integration has been set up.

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Procedure

1. Log on to your SAP solution and go to Administrator Mashup Web Services EvernoteService .
2. Click Enter API Keys.
3. Click Show API Keys.
4. Enter the OAuth key and secret that you received from Evernote.
5. Save your entries.
6. Back on the Web Mashup Services screen, select the row of EvernoteService and activate it.

5.1.41  Configure Depersonalization in Opportunities

Administrators can remove personal data from a business object to ensure compliance with the applicable data
protection requirements.

Depersonalization is only available for users with access to the Data Protection and Privacy work center.

When you depersonalize an opportunity, all personal data such as involved parties and revenue plan partners
will be erased. In the meantime, linkages to follow-up objects such as activities and sales quotes, as well as
related buying center, are removed. The name of the opportunity is anonymized and replaced with XXXXX. You
cannot depersonalize an opportunity if it contains a person that is blocked for removal.

Once an opportunity is depersonalized, you cannot edit or delete that opportunity. However, you can search for
opportunities in the Depersonalized status. If the Data Privacy Status search parameter is not visible, you can
add it through Personalization or ask your administrators to Adapt the layout.

 Note

A depersonalized opportunity will no longer be available in My Opportunities query once the ownership
information has been removed.

In case you need to retain certain information, you can download relevant data using OData or Data Workbench
prior to depersonalization.

Related Information

Personal Data Protection and Privacy

5.1.42  Configure Internal Pricing

Administrators can enable the internal pricing for opportunities.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Document Type .

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5.1.43  Configure SAP Intelligent Sales Execution (Datahug)
for Opportunities

Administrators can add Datahug to your project scope and enable users to manage pipeline and customer
relationship using Datahug.

Prerequisites

 Note

To use Datahug, a separate license is required from SAP Intelligent Sales Execution.

Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to

Edit Project Scope Questions Communication and Information Exchange Integration with External
Applications and Solutions Integration Scenarios with Cloud Solutions from SAP to find the
corresponding question about enabling Datahug.

2. Go to Administrator Sales and Campaign Settings Datahug Settings Open Datahug Administrator
and provide an API key and secret for accessing Datahug.
3. Assign the Datahug work center view (ID: COD_DATAHUG_WCF) to appropriate business users or roles for
pipeline and forecast management.

For more details, please check Create Business Roles and Assign Work Centers and Views.
4. Go to the detail view of an opportunity, Adapt the master layout and add the Datahug tab to opportunities.

Datahug is also available for accounts and contacts.

5. To add contacts from Datahug to opportunities, you must create a contact role in opportunities
configuration. Go to Business Configuration Implementation Projects . Select your project and
navigate to Open Activity List Fine-Tune Opportunities Maintain Contact Roles and add a row
with code ZGHUG, as well as a description for Datahug.
6. To allow Datahug to automatically add contacts based on touch points identified via e-mail server, contact
SAP Intelligent Sales Execution for further configurations.

For more information, please check out Prepackaged Integration with SAP Intelligent Sales Execution (SAP
Datahug).

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5.1.44  Enable Opportunities

Administrators can add opportunities to your project scope.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Scoping Sales New Business Opportunities and check the box next to the scoping item for
using opportunities.

5.1.45  Configure Number Range

Administrators can specify the range of numbers that the ID of the opportunity records can take.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Number Range Maintain Number Range to specify the numbers.

5.1.46  Configure Involved Parties

Administrators can maintain involved parties for opportunities by activating applicable party roles and
determination steps.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Involved Parties Maintain Involved Parties to edit your involved
parties.

Based on your business needs, you can Exclude activated party roles from realignment run or inbound
integration scenarios, for example, when you replicate opportunities from ERP to SAP Cloud for Customer.

For customized party roles, there is an additional determination step called Use Rules for <Party Role Name>.
This option allows you to default parties based on specific conditions that can be defined in Administrator
Sales and Campaign Settings Define Rules for Opportunity Parties .

Related Information

Configure Automatic Party Re-Determination [page 350]

Administrators can set up the solution to automatically re-determine opportunity parties when a change is
made to the associated account team or territory team.

Configure Party Determination Rules for Opportunities [page 349]

Administrators can create rules for automatic party determination in opportunities.

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5.1.47  Configure Sources

Administrators can maintain sources that capture the origin of your opportunities.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Sources Maintain Sources to edit your sources.

5.1.48  Configure Reasons

Administrators can maintain reasons that specify why a status has been set.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Reasons Maintain Reasons to edit your reasons.

5.1.49  Configure Assignment of Reasons

Administrators can activate reasons for applicable opportunity statuses via assignment.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Assignment of Reasons Assign Reasons to assign your reasons.

5.1.50  Configure Categories

Administrators can maintain categories that classify your elements such as leads and opportunities.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Categories Maintain Categories to edit your categories.

5.1.51  Configure Assignment of Categories

Administrators can activate categories for opportunities via assignment.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Assignment of Categories Assign Categories to assign your
categories.

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5.1.52  Configure Document Types
Administrators can define document types that distinguish one type of opportunity from another. Different
types of opportunities can go through different sales cycles.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Document Types Maintain Document Types to edit your
opportunity types.

5.1.53  Configure Custom Status

Administrators can customize opportunity statuses that help identify where the prospects are in the sales
pipeline.

Context

You must define a complete set of custom statuses with equivalence of all the five lifecycle statuses.

Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Custom Status Maintain Custom Status .
2. Choose a Document Type.
3. Click Add Row to create a new status.
4. Enter a number as Sort Sequence. It determines where the new status appears in the drop-down list of
your opportunity status and has no influence on how opportunities are processed.
5. Specify the Status Code. Customized status codes must begin with the identifier Z.
6. Decide whether your new status should be the initial status for newly created opportunities.

 Note

Only one status can be set as Initial Status.

7. Check Active to make the status visible for your users.

8. Give a name to your new status in the Description field.
9. Select an Life Cycle Status in which your new status will be active. A customized status should always be
connected to a pre-delivered status and follow the internal logic that particular status represents.
10. Decide whether the opportunity with this new status can be submitted for approval.

 Note

You can remove a customized status only when it is not in use in the application.

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5.1.54  Configure Opportunity Duplicate Check

Administrators must scope the feature before use.

1. Go to Business Configuration Implementation Projects and select your project.

2. Go to Edit Project Scope Questions Sales New Business Opportunities and select scoping
question Do you want to enable duplicate check for opportunity?
3. To configure it, go to Business Configuration Implementation Projects and select your project.
4. Go to Open Activity List Fine-Tune Opportunity Duplicate Check .

You can assign Weighting to available opportunity fields. The higher the weightage for the field, the more
importance is placed on the field when the solution finds duplicates.

5.1.55  Configure Activity Timeline

Administrators can include activities in a timeline view so users can have an intuitive idea about when the items
need to be performed.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Activity Timeline Maintain Timeline to activate activities.

Activities checked as Internal are shown below the timeline, whereas external activities are displayed above the
line.

5.1.56  Configure System Message Severity

Administrators can upgrade or downgrade the severity level of system messages in opportunities.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Messages Message Severity Configuration to edit message
severity.

 Note

As administrators, you can suggest mandatory activities via activity advisor. When such activities are not
added to an opportunity, system messages can be displayed. You can further upgrade the severity level
of both messages CL_CDA_ACTASST (Message ID: 001) and CL_CDA_ACTASST (Message ID: 010) from
warning to error, putting the opportunity into an inconsistent status. An inconsistent opportunity cannot be
converted into a sales quote or sales order.

Message severity configuration for Opportunities allow the user to disable the check of 100% splits in revenue
and suppress, for example, the maintenance of revenue partner.

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5.1.57  Configure Multi-Step Approval Process

Administrators can enable a multi-step approval process for opportunities through configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Opportunities to find the corresponding scoping question
about enabling multi-step approval process.

Upon activation, you can further configure process details in Administrator Approval Processes .

5.1.58  Configure Automatic Submission for Approval

Administrators can set up the solution to automatically submit opportunities for approval when the
opportunities have fulfilled predefined conditions.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Opportunities to find the corresponding scoping question
about automatically submitting opportunities for approval.

5.1.59  Configure Resetting Approval Status in Approved

Opportunities

Administrators can enable users to restart approval process on changes to approval relevant fields in an
approved opportunity.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales New Business Opportunities to find the corresponding question about
enabling reapproval for approved opportunities.

 Restriction

If any of the following account fields are defined as approval conditions, changes to them in an approved
opportunity do not lead to resetting the approval status.

• ABC Classification
• Industry
• Prospect
• All the custom extension fields defined in accounts

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5.1.60  Configure Influencer Map

Administrators can enable an influencer map so users can see top influencial contacts and employees around a
contact.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Opportunities to find the corresponding scoping question
about enabling the influencer map.

Once you have checked the scoping question, you can Adapt the master layout and add Top Influencers as a
new field to Contacts and Sales Team, as well as the corresponding panes under the Overview tab.

If you want to customize any labels for the influencer map, you can go to Administrator Sales and
Campaign Settings Influencer Map and adapt the master layout there.

5.1.61  Configure Enablement of Opportunity Historical

Analysis

Administrators can set up the solution to start capturing opportunity values and major changes so users can
check opportunity progression in data source over time.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales New Business Opportunities to find the corresponding question about
enabling historical analysis for opportunities.

 Note

The information tracked in the data source contains more details than the standard change history seen
under the Changes tab in an opportunity. You can use the opportunity history data source CODOPPHHB to
create a report in Business Analytics and gain insights into the opportunity lifecycle.

5.1.62  Configure Note History Viewing and Editing

Administrators can enable users to see and change earlier versions of opportunity notes through configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Opportunities to find the two corresponding questions about
viewing and editing opportunity note history.

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5.1.63  Configure Automatic Party Re-Determination

Administrators can set up the solution to automatically re-determine opportunity parties when a change is
made to the associated account team or territory team.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales New Business Opportunities to find the corresponding question about
opportunity party re-determination.

When party re-determination is triggered, a background job that runs every eight minutes will go through Open
or In Process opportunities and realign all the parties in those opportunities.

 Note

If you don't want certain party roles to be re-determined, you can Exclude those party roles from
realignment in involved parties configuration.

Opportunities that are In Approval are also excluded from party re-determination.

Related Information

Configure Involved Parties [page 373]

Administrators can maintain involved parties for opportunities by activating applicable party roles and
determination steps.

5.1.64  Configure Sales Phase Progress

Administrators can enable the Progress field in an opportunity and remind employees to take actions when the
sales progress is Slow or Stalled instead of On Track.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales New Business Opportunities to find the corresponding question about
enabling phase progress.

When an opportunity remains in the same sales phase for a certain number of days, its progress can be
considered as slow or stalled instead of on track. During sales cycles and phases configuration, administrators
can specify the maximum days for an opportunity to be considered as On Track before the system moves the
progress to Slow and then Stalled.

Related Information

Configure Sales Cycles and Phases [page 356]

Administrators can customize sales cycles and phases for each opportunity type through configuration.

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5.1.65  Configure Inclusion of Products During Opportunity
Creation

Administration can enable users to add relevant products during opportunity creation through configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Opportunities to find the corresponding question about adding
products during opportunity creation.

5.1.66  Configure Association of Registered Products in

Opportunities

Administrators can enable users to create opportunities with references to previously sold products through
configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales New Business Opportunities to find the corresponding question about
capturing registered products in opportunities.

5.1.67  Configure Revenue Scheduling

Administrators can enable users to schedule revenue on a monthly, quarterly, or yearly basis through
configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales New Business Opportunities to find the corresponding question about
revenue scheduling.

5.1.68  Configure Revenue Splits

Administrators can enable users to split revenue per opportunity among sales team members through
configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales New Business Opportunities to find the corresponding question about
splitting revenue among sales team members.

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5.1.69  Configure Total Negotiated Value for Standard and
Custom Status

To control Total Negotiated Value for standard status, follow these steps:

1. Navigate to Business Configuration Implementation Projects and select your project.

2. Click Open Activity List Fine-Tune Opportunities Maintain Reasons and check the column
Reduce Total Negotiated Value.

To control Total Negotiated Value for custom status, follow these steps:

1. Navigate to Business Configuration Implementation Projects and select your project.

2. Click Open Activity List Fine-Tune Opportunities Maintain Custom Status and check the column
Reduce Total Negotiated Value.

5.1.70  Configure Product Quantity Scheduling

Administrators can enable revenue scheduling by item quantity distribution and set up the solution to
automatically update the revenue schedule when there is a change in the quantity schedule.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Opportunities to find the two corresponding questions about
quantity scheduling.

 Note

Changing in the revenue schedule does not have an impact on the quantity schedule.

5.1.71  Configure Selection of Sales Area Data Combinations

Administrators can enable users to select a combination of sales area data including sales organization,
distribution channel, and division during opportunity creation. The combinations need to be predefined in
either or both of the matching account and employee in the Accounts and Employees work centers.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Opportunities to find the corresponding question about sales
area determination during opportunity creation.

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5.1.72  Configure Default Sales Area Data During Opportunity
Creation

Administrators can set up the solution to pre-populate sales area data including sales organization, distribution
channel, and division during opportunity creation. The default values need to be predefined in either or both of
the matching account and employee in the Accounts and Employees work centers.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales New Business Opportunities to find the corresponding question about
defaulting sales area data during opportunity creation.

5.1.73  Configure Reason Selection for Status Updated from

the Opportunity List

Administrators can enable users to select a reason for a standard status change they make directly from the
opportunity list.

 Note

Feature enablement is only required for opportunities using standard statuses. Standard status actions
include Set as Open, Set as In Process, Set as Won, Set as Lost, and Set as Stopped. For opportunities using
custom status, this feature is supported by default.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Opportunities and check the scoping question about enabling
reason selection.

5.1.74  Configure Activity Advisor

Administrators can enable a sales assistant with a list of proposed activities to guide sales representatives
through each sales phase of an opportunity.

Context

Administrators can enable and configure activity advisor in scoping and fine-tuning activities.

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Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales New Business Opportunities to find the corresponding question
and enable the sales assistant.

2. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Sales Assistant Maintain Activities to define suggested activities.

3. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Sales Assistant Assign Activities to Sales Phases to assign predefined
activities to specific sales phases.

5.1.75  Configure Sales Cycles and Phases

Administrators can customize sales cycles and phases for each opportunity type through configuration.

Context

Different types of opportunities can go through different sales cycles and phases.

Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Sales Cycles and Phases .
2. Define Sales Phases according to your business needs.
3. Define Analysis Phases for company-wide reporting.
4. Click Maintain Sales Cycles to define cycles for different opportunity types, assign sales phases to each
sales cycle, and assign corresponding analysis phase to each sales phase.

If an opportunity remains in one phase for certain days without any updates, it can be considered as slow
and stalled in progress. You can specify the number of the days in sales cycle configuration.

The probability of closing a deal can increase when an opportunity reaches certain sales phases. You can
also specify the chance of success for each phase in sales cycle configuration.
5. Click Specify Default Sales Cycle to select one sales cycle as default for your opportunities.

Related Information

Configure Sales Phase Progress [page 356]

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 Administrators can enable the Progress field in an opportunity and remind employees to take actions when
the sales progress is Slow or Stalled instead of On Track.

5.1.76  Configure Stalled Opportunity Notifications

Administrators can define system notification details for a stalled opportunity through configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Business Task Management for Stalled Opportunities to edit the notification task.

5.1.77  Configure Party Determination Rules for Opportunities

Administrators can create rules for automatic party determination in opportunities.

Prerequisites

 Note

Rule-based determination is only available for customized party roles.

Administrators must activate desired party roles and a determination step called Use Rules for <Party Role
Name> in involved parties configuration. Otherwise, those party roles will not be available for selection in the
rule table, and previous relevant rules will no longer take place.

Context

If activated, the determination rules can be triggered upon opportunity creation and anytime users make a
change to an opportunity field that is part of the rule conditions. Once the determination rules are triggered,
affected business partners will be automatically assigned with specified party roles and designated as involved
parties to opportunities that fulfill the predefined criteria.

Procedure

1. Go to Administrator Sales and Campaign Settings Define Rules for Opportunity Parties to launch
the rules table.
2. If it is your first time to create rules, use Adapt Columns to set up the rules table. You can have up to 20
columns in the table, including last two result columns, Party ID and Party Role.

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  Tip

We recommend that you remove any unwanted columns and only keep required ones as extra columns
can impact system performance.

3. Choose Insert Row above the rules table. A new row with an asterisk in each field will be added to the table.

You can add values to more than one field in a row. The fields in one row evaluate as a logical AND
relationship, which means the field values must all evaluate to true in order for the rule to evaluate to true.
4. Click the asterisk symbol in a cell to enter a value for that field. The rules table offers a variety of logical
operators to define your values.

 Tip

We recommend that you take full advantage of operators to consolidate your rules for better system
performance.

For example, if your rules determine assignments based on zip codes, you can use the Between
operator to set up a range of zip codes in sequence, or you can use the Include operator to group zip
codes that have the same prefix.

5. Continue to add rows for each desired result.

The rows in the rules table evaluate as a logical OR relationship. The system will compare each rule from
top to bottom until it finds one match, which suggests that the most specific rule should be placed at the
top of the table and generic ones should be near the bottom.

You can rearrange rows by selecting the row and clicking Swap.
6. Click Save when you finish.
7. Click Activate Rules.

For your updated rules, unless you reactivate them, otherwise the previous rule sets will continue to
execute.

Related Information

Configure Involved Parties [page 373]

Administrators can maintain involved parties for opportunities by activating applicable party roles and
determination steps.

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5.1.78  Configure Automatic Refresh from Activity Plan

Administrators can use workflow rules to define when opportunities can be automatically refreshed to obtain
an updated list of to-do surveys, tasks, appointments, and phone calls.

Context

By using workflow rules, applicable surveys and activities can be assigned on creating or saving an opportunity,
or on a customized schedule.

Procedure

1. Go to Administrator Workflow Rules , and create a new workflow rule.

2. Give a meaningful name in the Description field.
3. For Business Object, choose Opportunity.
4. For the Timing type, you can choose from On Create Only, On Every Save, and Scheduled. If the timing field
is left blank, On Every Save is applied by default.

This selection decides when your rule, in this case Refresh from Activity Plan, is triggered.
5. (Optional) Define conditions that you can also configure in the Routing Rules section in the Activity Planner
work center.
6. For Rule Type, choose Action and select Refresh from Activity Plan.
7. Review and activate your workflow rule.

5.1.79  Configure Contact Roles

Administrators can define roles that classify different contacts, and assign roles with respective colors that
display in the buying center.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Contact Roles Maintain Contact Roles to edit your contact roles.

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5.1.80  Configure LinkedIn Sales Navigator

Administrators can enable LinkedIn Sales Navigator to allow users to look up publicly available LinkedIn profile
information of an account or a contact.

 Note

A LinkedIn Sales Navigator Team or Enterprise license is required to use this feature. You can sign up for a
free trial here .

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Communication and Information Exchange Integration with External Applications and
Solutions Integration with LinkedIn Sales Navigator to find the corresponding scoping question.

5.1.81  Configure Buying Center Based on Buying Center

Relationships

Administrators can enable buying center for accounts and opportunities and define specific buying center
relationships in scoping and fine-tuning activities.

Context

You can enable buying center based on either buying center relationships or business partner relationships.
They are exclusive to each other.

Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Account and Activity Management Account Management to find the
corresponding question and enable the feature.

2. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Buying Center Relationship Types to define relationship types.

In addition to standard relationship types such as Directed By and Dotted Line To, you can create
relationship types of you own, for example, Is A Friend Of and Went to School With.

You can also specify relationship line colors to increase the visibility of different relationship types in the
buying center.

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5.1.82  Configure Buying Center Based on Business Partner
Relationships

Administrators can enable buying center for contacts and opportunities and define specific buying center
relationships in scoping and fine-tuning activities.

Context

You can enable buying center based on either buying center relationships or business partner relationships.
They are exclusive to each other.

Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Account and Activity Management Account Management to find the
corresponding question and enable the feature.

2. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune General Business Partners Relationships Maintain Relationships to define
relationship types.

In this case, you define buying center relationships, together with other general relationships. However,
only those with the Buying Center Relationship option checked display in the buying center.

5.1.83  Configure Evernote Integration

Administrators can enable Evernote Integration so any notes taken in a user's Evernote account can be brought
over and pinned in opportunities.

Context

Notes from Evernote are managed under the Evernote tab that will be available via adaptation once the
integration has been set up.

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Procedure

1. Log on to your SAP solution and go to Administrator Mashup Web Services EvernoteService .
2. Click Enter API Keys.
3. Click Show API Keys.
4. Enter the OAuth key and secret that you received from Evernote.
5. Save your entries.
6. Back on the Web Mashup Services screen, select the row of EvernoteService and activate it.

5.1.84  Configure Depersonalization in Opportunities

Administrators can remove personal data from a business object to ensure compliance with the applicable data
protection requirements.

Depersonalization is only available for users with access to the Data Protection and Privacy work center.

When you depersonalize an opportunity, all personal data such as involved parties and revenue plan partners
will be erased. In the meantime, linkages to follow-up objects such as activities and sales quotes, as well as
related buying center, are removed. The name of the opportunity is anonymized and replaced with XXXXX. You
cannot depersonalize an opportunity if it contains a person that is blocked for removal.

Once an opportunity is depersonalized, you cannot edit or delete that opportunity. However, you can search for
opportunities in the Depersonalized status. If the Data Privacy Status search parameter is not visible, you can
add it through Personalization or ask your administrators to Adapt the layout.

 Note

A depersonalized opportunity will no longer be available in My Opportunities query once the ownership
information has been removed.

In case you need to retain certain information, you can download relevant data using OData or Data Workbench
prior to depersonalization.

Related Information

Personal Data Protection and Privacy

5.1.85  Configure Internal Pricing

Administrators can enable the internal pricing for opportunities.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Document Type .

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5.1.86  Configure SAP Intelligent Sales Execution (Datahug)
for Opportunities

Administrators can add Datahug to your project scope and enable users to manage pipeline and customer
relationship using Datahug.

Prerequisites

 Note

To use Datahug, a separate license is required from SAP Intelligent Sales Execution.

Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to

Edit Project Scope Questions Communication and Information Exchange Integration with External
Applications and Solutions Integration Scenarios with Cloud Solutions from SAP to find the
corresponding question about enabling Datahug.

2. Go to Administrator Sales and Campaign Settings Datahug Settings Open Datahug Administrator
and provide an API key and secret for accessing Datahug.
3. Assign the Datahug work center view (ID: COD_DATAHUG_WCF) to appropriate business users or roles for
pipeline and forecast management.

For more details, please check Create Business Roles and Assign Work Centers and Views.
4. Go to the detail view of an opportunity, Adapt the master layout and add the Datahug tab to opportunities.

Datahug is also available for accounts and contacts.

5. To add contacts from Datahug to opportunities, you must create a contact role in opportunities
configuration. Go to Business Configuration Implementation Projects . Select your project and
navigate to Open Activity List Fine-Tune Opportunities Maintain Contact Roles and add a row
with code ZGHUG, as well as a description for Datahug.
6. To allow Datahug to automatically add contacts based on touch points identified via e-mail server, contact
SAP Intelligent Sales Execution for further configurations.

For more information, please check out Prepackaged Integration with SAP Intelligent Sales Execution (SAP
Datahug).

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5.2 Manage Opportunities

In SAP Sales Cloud, you can manage opportunities to identify and follow through on the possibility of selling
products or services to a potential customer.

Create Opportunities [page 341]

Opportunities can be created in multiple ways. For example, you can create an opportunity using the
plus button from the opportunity list, or you can convert a qualified lead into an opportunity.

Add Products to Opportunities [page 343]

You can capture and maintain product line items in opportunities.

Check for Opportuniy Duplicates [page 345]

Check for duplicate opportunity and lead during opportunity creation.

Internal Pricing for Opportunities [page 346]

If you are using internal pricing schema from SAP ERP, you can now display these details in the new
Pricing tab for opportinities.

Add Involved Parties to Opportunities [page 347]

Business partners can be automatically assigned with party roles and designated as involved parties
to opportunities, provided your administrators have activated such party roles and maintained party
determination steps in involved parties configuration. As users, you can also manually add involved
parties to your opportunities.

Opportunity Statuses [page 352]

The solution provides five standard statuses to help you identify where your opportunities are in the
sales pipeline. If required, custom statuses can be set up by your administrators, in lieu of the standard
statuses.

Sales Cycles and Phases [page 355]

A sales cycle starts with recognition of an opportunity and is broken down into major sales phases
where specific activities are executed. Having a structured sales process can help you manage
opportunity details, measure sales performances, and improve business efficiency.

View Activities in Timeline [page 357]

You can see activities in a graphical display under the Timeline tab to obtain a vivid idea about when the
activities need to be performed between the start and close dates of the opportunity.

Work with Activity Advisor [page 358]

Activity advisor is a sales assistant that helps you establish a structured sales cycle and model your
sales methodologies. It proposes a template with activities recommended to be executed during each
sales phase of an opportunity to increase the chance of success.

Associate Opportunities with Registered Products [page 359]

You can create opportunities with references to previously sold products or services. Those references
can help evaluate your opportunities in scenarios such as cross, up, and down selling, and offering
renewal services.

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5.2.1  Create Opportunities

Opportunities can be created in multiple ways. For example, you can create an opportunity using the plus
button from the opportunity list, or you can convert a qualified lead into an opportunity.

Following is a list of scenarios where new opportunities are created.

• Derive from qualified and converted leads

• Click the quick create icon
• As follow-up items to other business documents such as campaigns, tickets, and contracts
• Upload via SAP Cloud for Customer APIs
• Copy an existing opportunity

You can also add existing or create new relevant opportunities as reference to the current opportunity under
the Related Opportunities tab. If you want to establish a hierarchical relationship among opportunities, you can
go to the Hierarchy tab in an opportunity to add existing or create new child opportunities.

[Link] Create Opportunity from Groupware Add-In

You can create opportunity directly from your Outlook or Gmail application using SAP Cloud for Customer,
server-side integration for groupware.

To create the opportunity, open your Outlook or Gmail application and follow these steps:

1. Click View Context of SAP Cloud for Customer to open the groupware add-in.
2. Click the Create New button and select Opportunity from the dropdown.
3. Fill in the details in all the fields and click Save.

[Link] Enable Opportunities

Administrators can add opportunities to your project scope.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Scoping Sales New Business Opportunities and check the box next to the scoping item for
using opportunities.

[Link] Configure Document Types

Administrators can define document types that distinguish one type of opportunity from another. Different
types of opportunities can go through different sales cycles.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Document Types Maintain Document Types to edit your
opportunity types.

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[Link] Edit Opportunity in Worklist

You can edit multiple products directly in the list, which saves your effort in going to the detail view of each
opportunity to make changes.

From Fiori Client navigate to Key User Settings Company Setting Enable Editing in Dataset in Fiori
Client .

Once the feature is enabled, you can click the pencil icon in the upper right corner to switch to the edit mode.

Users can filter the worklist that needs to be changed and directly change data in the work list without
navigating to the detailed view.

 Note

This feature is not enabled in offline mode.

[Link] Assign Custom Party Roles to Quick Create or

Overview

Add important custom party roles in online mode directly to the quick create or overview screen of an
opportunity.

Go to Fine Tune Opportunities Involved Parties Assign Party to UI.

You can assign a maximum of three custom party roles to the UI.

 Tip

Configure party role to display both ID and value.

 Note

The feature is not supported in offline mode.

[Link] Create and Assign New Primary Contacts in

Opportunities

From an opportunity, you can go to the contact person value help to create and assign a new contact for the
opportunity. The New Contact action is visible without additional configuration.

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5.2.2  Add Products to Opportunities

You can capture and maintain product line items in opportunities.

Products can be included during opportunity creation if your administrators have enabled the feature. For an
existing opportunity, you can go to the Products tab to Add products.

 Tip

In the latter case, when you search products, you can choose a built-in query called Related to Documents
to filter out products that are not in the sales area where your opportunity resides.

You can add products one at a time or in bulk from predefined product lists and categories. Under the Products
tab in an opportunity, click More to find the following options.

• Add From List: This option includes all products valid for the account and sales area. The products display
in parallel.
• Add From Product Lists: This option includes all products valid for the account and sales area. The products
display in groups based on product lists.
• Add From All Products: This option includes all products valid for the sales area. The products display in
groups based on product categories.

All the products need to be maintained as master data in the Products work center in order to be searchable in
opportunities. If you want to include a product that does not exist in the master data, such as a product that
has not been introduced to the market, you can add the product by only entering a description. However, such
text items will not be copied over to follow-up sales quotes or sales orders.

When you add products to opporutnities, pricing will be fetched provided that list prices are maintained in the
system and valid for the accounts and sales areas. Negotiated value will be calculated accordingly, yet you can
overwrite it when necessary. Pricing can also be retrieved from ERP via an external pricing call.

Descriptions of the added products are also carried over from product master data and can be overwritten in
opportunities. Notes can be jotted down for every product line item that is added to the opportunity.

[Link] Add Product Mass Entries via Copy-Paste

You can use the copy-paste function to quickly add a large amount of product data under the Products tab
in opportunities. Data can be copied from Microsoft Excel or delimited text files. Supported delimiters are
semicolon and tab.

Prerequisites

This feature is only available in the Fiori client.

You can add products via copy-paste as long as at least one of the following functions is available.

• Add
• Add from List

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• Add from Product Lists
• Add from All Products

If needed, administrators can hide the icon from the product table via adaptation.

Context

 Caution

If the opportunity is In Approval, you are not able to use the copy-paste function.

Procedure

1. Go to the Products tab in your opportunity.

2. Click the Paste icon ( ) and the paste area appears.

3. Copy your product entries excluding the table header in your spreadsheet or source file.

 Remember

• Copied data must match the order of the fields in the user interface.
• The total number of input fields must match the number of fields exposed. The checkbox column is
not taken into account. For combined fields such as List Price, Unit, Quantity, Proposed Value, and
Negotiated Value, they each represent two columns.
• Do not include a delimiter in any field that allows text entry. For example, do not use a semicolon in
the Description or Notes field.

4. Click in the paste area where shows Paste supported data, such as Excel.
5. Paste data in the area.

You can add products using the copy-paste function as many times as needed. Every time you paste a new
set of entries into the product list, they are added after the existing data.

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[Link] Mass Delete Associated Products from an
Opportunity

You can delete multiple associated products from an opportunity at once by selecting the products and clicking
More Remove .

 Note

As a prerequisite, your administrator must add the Remove action via adaptation.

[Link] Configure Inclusion of Products During Opportunity

Creation

Administration can enable users to add relevant products during opportunity creation through configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Opportunities to find the corresponding question about adding
products during opportunity creation.

5.2.3  Check for Opportuniy Duplicates

Check for duplicate opportunity and lead during opportunity creation.

During opportunity creation, after you type in all the essential information, click Check for Duplicates at the top
right. Scroll down to view the similarity check result. You will see tabs that contain duplicate information for
opportunities and leads.

Based on the duplicate check result, you can decide whether or not to create an opportunity.

You can also check for duplicates when performing a mass upload of Opportunities
using A2X services, provided your administrator has enabled this functionality.

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An error message tells you which opportunities were not imported due to

duplication.

[Link] Configure Opportunity Duplicate Check

Administrators must scope the feature before use.

1. Go to Business Configuration Implementation Projects and select your project.

2. Go to Edit Project Scope Questions Sales New Business Opportunities and select scoping
question Do you want to enable duplicate check for opportunity?
3. To configure it, go to Business Configuration Implementation Projects and select your project.
4. Go to Open Activity List Fine-Tune Opportunity Duplicate Check .

You can assign Weighting to available opportunity fields. The higher the weightage for the field, the more
importance is placed on the field when the solution finds duplicates.

5.2.4  Internal Pricing for Opportunities

If you are using internal pricing schema from SAP ERP, you can now display these details in the new Pricing tab
for opportinities.

Use these details to edit online prices and discounts for products assigned to opportunities.

These price agreements get copied to follow-up Sales Quotes and Sales Orders.

 Note

If you use external pricing for the follow-up quote and order, you must map the internal price conditions
with the external price conditions using a custom solution.

This provides you the flexibility to maintain the agreed prices or discounts already in Opportunity.

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[Link] Configure Internal Pricing

Administrators can enable the internal pricing for opportunities.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Document Type .

5.2.5  Add Involved Parties to Opportunities

Business partners can be automatically assigned with party roles and designated as involved parties
to opportunities, provided your administrators have activated such party roles and maintained party
determination steps in involved parties configuration. As users, you can also manually add involved parties
to your opportunities.

Once configured, opportunity party determination can be automatically triggered under the following
circumstances:

• Upon opportunity creation

• Anytime you make a change to an opportunity party
• Anytime you make a change to an opportunity field that is part of determination rules, if applicable

In opportunities, you can manually maintain involved parties under corresponding tabs. If you have multiple
sales representatives working on one opportunity, you can include those employees under the Sales Team tab.
Contacts can be identified under the Contacts tab. Competitors can be tracked under the Competitors tab.
Other partners such as bill-to and ship-to parties can be added to the Involved Parties tab.

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If your administrators have enabled the All Involved Parties tab, you can view and add all the opportunity
parties including sales teams, competitors, and sales partners on one single screen. In addition, you can add
related contacts and maintain one-time addresses as well as communication lines that are only valid for this
opportunity. If the party role Account is not defined as mandatory, it is possible to maintain an address without
selecting an account.

 Note

By default, map view of the opportunity list considers the address of the associated account. If you
maintain a one-time address by overriding the account’s address, the opportunity is displayed at the
one-time address on map.

Parties that are manually added by users or entered using custom coding are protected from being removed or
changed by party determination.

You can analyze party determination details by clicking Actions Check Party Determination . This feature
is available on both quick create and overview screens. Administrators must enable the action via adaptation.

[Link] Configure Involved Parties

Administrators can maintain involved parties for opportunities by activating applicable party roles and
determination steps.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Involved Parties Maintain Involved Parties to edit your involved
parties.

Based on your business needs, you can Exclude activated party roles from realignment run or inbound
integration scenarios, for example, when you replicate opportunities from ERP to SAP Cloud for Customer.

For customized party roles, there is an additional determination step called Use Rules for <Party Role Name>.
This option allows you to default parties based on specific conditions that can be defined in Administrator
Sales and Campaign Settings Define Rules for Opportunity Parties .

Related Information

Configure Automatic Party Re-Determination [page 350]

Administrators can set up the solution to automatically re-determine opportunity parties when a change is
made to the associated account team or territory team.

Configure Party Determination Rules for Opportunities [page 349]

Administrators can create rules for automatic party determination in opportunities.

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[Link] Configure Party Determination Rules for
Opportunities

Administrators can create rules for automatic party determination in opportunities.

Prerequisites

 Note

Rule-based determination is only available for customized party roles.

Administrators must activate desired party roles and a determination step called Use Rules for <Party Role
Name> in involved parties configuration. Otherwise, those party roles will not be available for selection in the
rule table, and previous relevant rules will no longer take place.

Context

If activated, the determination rules can be triggered upon opportunity creation and anytime users make a
change to an opportunity field that is part of the rule conditions. Once the determination rules are triggered,
affected business partners will be automatically assigned with specified party roles and designated as involved
parties to opportunities that fulfill the predefined criteria.

Procedure

1. Go to Administrator Sales and Campaign Settings Define Rules for Opportunity Parties to launch
the rules table.
2. If it is your first time to create rules, use Adapt Columns to set up the rules table. You can have up to 20
columns in the table, including last two result columns, Party ID and Party Role.

 Tip

We recommend that you remove any unwanted columns and only keep required ones as extra columns
can impact system performance.

3. Choose Insert Row above the rules table. A new row with an asterisk in each field will be added to the table.

You can add values to more than one field in a row. The fields in one row evaluate as a logical AND
relationship, which means the field values must all evaluate to true in order for the rule to evaluate to true.
4. Click the asterisk symbol in a cell to enter a value for that field. The rules table offers a variety of logical
operators to define your values.

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  Tip

We recommend that you take full advantage of operators to consolidate your rules for better system
performance.

For example, if your rules determine assignments based on zip codes, you can use the Between
operator to set up a range of zip codes in sequence, or you can use the Include operator to group zip
codes that have the same prefix.

5. Continue to add rows for each desired result.

The rows in the rules table evaluate as a logical OR relationship. The system will compare each rule from
top to bottom until it finds one match, which suggests that the most specific rule should be placed at the
top of the table and generic ones should be near the bottom.

You can rearrange rows by selecting the row and clicking Swap.
6. Click Save when you finish.
7. Click Activate Rules.

For your updated rules, unless you reactivate them, otherwise the previous rule sets will continue to
execute.

Related Information

Configure Involved Parties [page 373]

Administrators can maintain involved parties for opportunities by activating applicable party roles and
determination steps.

[Link] Configure Automatic Party Re-Determination

Administrators can set up the solution to automatically re-determine opportunity parties when a change is
made to the associated account team or territory team.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales New Business Opportunities to find the corresponding question about
opportunity party re-determination.

When party re-determination is triggered, a background job that runs every eight minutes will go through Open
or In Process opportunities and realign all the parties in those opportunities.

 Note

If you don't want certain party roles to be re-determined, you can Exclude those party roles from
realignment in involved parties configuration.

Opportunities that are In Approval are also excluded from party re-determination.

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Related Information

Configure Involved Parties [page 373]

Administrators can maintain involved parties for opportunities by activating applicable party roles and
determination steps.

[Link] Actions for Redetermination of Involved Parties

You can correct the determination of the involved parties in opportunities using redetermination options.

The redetermination actions are:

• Redetermine Completely: This action redetermines parties based on the current master data and
determination configuration. This is also applicable for sales data and territory. Data entered manually
is not protected from being removed or changed by party redetermination.
• Redetermine Keeping Manual Changes: This action redetermines parties based on the current master data
and determination configuration. This is also applicable for sales data and territory. Data entered manually
is protected from being removed or changed by party redetermination.

Administrators must enable the actions via More button group using the Adaptation mode.

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5.2.6  Opportunity Statuses

The solution provides five standard statuses to help you identify where your opportunities are in the sales
pipeline. If required, custom statuses can be set up by your administrators, in lieu of the standard statuses.

• Open: The initial status is set to open upon opportunity creation.

• In Process: The status can be set when you start working on the opportunity.
• Won or Lost: The statuses are available as long as the opportunity is not stopped.
• Stopped: The status is only available when the opportunity is in process.

You may need to specify a reason to indicate why a status has been set, depending on how your administrators
have configured it.

[Link] Mass Update Opportunity Statuses From the List

You can update multiple opportunity statuses at once directly from the opportunity list, which saves your
efforts in going to the detail view of each opportunity to make changes.

Procedure

1. From the opportunity list, select one or multiple rows for which you want to change the status.

 Note

The opportunities selected for a mass update must have the same document type and status.

2. From the Actions menu at the bottom right, make a selection and set the status to the next possible life
stage.

• If you are using standard statuses provided with the solution, you can choose from Set as Open, Set as
In Process, Set as Won, Set as Lost, and Set as Stopped, depending on their availability.
• If you are using custom statuses defined by your administrators, you see an action called Set Custom
Status.
3. Select a reason as to why the status is changed.

 Note

The feature of setting a reason code for status updated from the list is supported by default for
opportunities using custom status. For opportunities utilizing standard status, your administrators
must turn on a scoping question to enable this feature.

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[Link] Configure Custom Status

Administrators can customize opportunity statuses that help identify where the prospects are in the sales
pipeline.

Context

You must define a complete set of custom statuses with equivalence of all the five lifecycle statuses.

Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Custom Status Maintain Custom Status .
2. Choose a Document Type.
3. Click Add Row to create a new status.
4. Enter a number as Sort Sequence. It determines where the new status appears in the drop-down list of
your opportunity status and has no influence on how opportunities are processed.
5. Specify the Status Code. Customized status codes must begin with the identifier Z.
6. Decide whether your new status should be the initial status for newly created opportunities.

 Note

Only one status can be set as Initial Status.

7. Check Active to make the status visible for your users.

8. Give a name to your new status in the Description field.
9. Select an Life Cycle Status in which your new status will be active. A customized status should always be
connected to a pre-delivered status and follow the internal logic that particular status represents.
10. Decide whether the opportunity with this new status can be submitted for approval.

 Note

You can remove a customized status only when it is not in use in the application.

[Link] Configure Total Negotiated Value for Standard and

Custom Status

To control Total Negotiated Value for standard status, follow these steps:

1. Navigate to Business Configuration Implementation Projects and select your project.

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2. Click Open Activity List Fine-Tune Opportunities Maintain Reasons and check the column
Reduce Total Negotiated Value.

To control Total Negotiated Value for custom status, follow these steps:

1. Navigate to Business Configuration Implementation Projects and select your project.

2. Click Open Activity List Fine-Tune Opportunities Maintain Custom Status and check the column
Reduce Total Negotiated Value.

[Link] Configure Reasons

Administrators can maintain reasons that specify why a status has been set.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Reasons Maintain Reasons to edit your reasons.

[Link] Configure Assignment of Reasons

Administrators can activate reasons for applicable opportunity statuses via assignment.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Assignment of Reasons Assign Reasons to assign your reasons.

[Link] Configure Reason Selection for Status Updated

from the Opportunity List

Administrators can enable users to select a reason for a standard status change they make directly from the
opportunity list.

 Note

Feature enablement is only required for opportunities using standard statuses. Standard status actions
include Set as Open, Set as In Process, Set as Won, Set as Lost, and Set as Stopped. For opportunities using
custom status, this feature is supported by default.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Opportunities and check the scoping question about enabling
reason selection.

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[Link] Define Workflow Rule to Update Opportunity
Custom Statuses

Administrators can define workflow rules that update opportunity custom statuses and reasons based on sales
quote conditions.

This feature allows you for example, to set an opportunity to Won, if the related primary sales quote turns to
Won.

 Restriction

Custom values with the same descriptions cannot be distinguished in the workflow rule definition.

5.2.7  Sales Cycles and Phases

A sales cycle starts with recognition of an opportunity and is broken down into major sales phases where
specific activities are executed. Having a structured sales process can help you manage opportunity details,
measure sales performances, and improve business efficiency.

Sales cycles can vary, depending on what you are selling and who you are selling to. Your administrators have
full flexibility to define unique sales cycles and phases for different opportunity types.

Further, administrators can enable and configure a sales assistant called Activity Advisor to propose a checklist
of activity recommendations tailored for each sales phase and guide sales representatives through the entire
sales cycle.

In the solution, when you make a change to the Sales Phase field, following fields will also be automatically
affected, which may draw your attention.

• As you move an opportunity from one phase to the next, the likelihood of winning the deal increases. In
response, you will see the percentage value in the Probability field rises automatically, the increment of
which depends on how your administrators have specified the chance of success for each sales phase
during configuration. As users, you can overwrite the value and manually maintain the field, if necessary.
• The Days in Sales Phase field shows you for how many days an opportunity has been in the current phase.
When you change the sales phase, the value will be reset to zero.
• When an opportunity remains in one sales phase for a certain period of time, the Progress field can change
from On Track to Slow and Stalled on the premise that your administrators have enabled and configured
sales phase progress.

Related Information

Work with Activity Advisor [page 358]

Activity advisor is a sales assistant that helps you establish a structured sales cycle and model your sales
methodologies. It proposes a template with activities recommended to be executed during each sales
phase of an opportunity to increase the chance of success.

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[Link] Configure Sales Cycles and Phases
Administrators can customize sales cycles and phases for each opportunity type through configuration.

Context

Different types of opportunities can go through different sales cycles and phases.

Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Sales Cycles and Phases .
2. Define Sales Phases according to your business needs.
3. Define Analysis Phases for company-wide reporting.
4. Click Maintain Sales Cycles to define cycles for different opportunity types, assign sales phases to each
sales cycle, and assign corresponding analysis phase to each sales phase.

If an opportunity remains in one phase for certain days without any updates, it can be considered as slow
and stalled in progress. You can specify the number of the days in sales cycle configuration.

The probability of closing a deal can increase when an opportunity reaches certain sales phases. You can
also specify the chance of success for each phase in sales cycle configuration.
5. Click Specify Default Sales Cycle to select one sales cycle as default for your opportunities.

Related Information

Configure Sales Phase Progress [page 356]

Administrators can enable the Progress field in an opportunity and remind employees to take actions when
the sales progress is Slow or Stalled instead of On Track.

[Link] Configure Sales Phase Progress

Administrators can enable the Progress field in an opportunity and remind employees to take actions when the
sales progress is Slow or Stalled instead of On Track.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales New Business Opportunities to find the corresponding question about
enabling phase progress.

When an opportunity remains in the same sales phase for a certain number of days, its progress can be
considered as slow or stalled instead of on track. During sales cycles and phases configuration, administrators

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can specify the maximum days for an opportunity to be considered as On Track before the system moves the
progress to Slow and then Stalled.

Related Information

Configure Sales Cycles and Phases [page 356]

Administrators can customize sales cycles and phases for each opportunity type through configuration.

5.2.8  View Activities in Timeline

You can see activities in a graphical display under the Timeline tab to obtain a vivid idea about when the
activities need to be performed between the start and close dates of the opportunity.

You can filter down activities based on type and status to view only the relevant ones. Activities defined as
internal by your administrators are shown below the timeline, whereas external activities are spead above the
line.

Activity timeline helps you get a picture of activities that are already in scope. Next, you may want to go to the
Sales Activities tab and consult Activity Advisor if the feature has been enabled by your administrators. It offers
a checklist of recommended activities that should to be carried out in each phase of an opportunity. You can
review the list and add relevant activities that have not been included to your opportunity.

Related Information

Work with Activity Advisor [page 358]

Activity advisor is a sales assistant that helps you establish a structured sales cycle and model your sales
methodologies. It proposes a template with activities recommended to be executed during each sales
phase of an opportunity to increase the chance of success.

[Link] Configure Activity Timeline

Administrators can include activities in a timeline view so users can have an intuitive idea about when the items
need to be performed.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Activity Timeline Maintain Timeline to activate activities.

Activities checked as Internal are shown below the timeline, whereas external activities are displayed above the
line.

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5.2.9  Work with Activity Advisor

Activity advisor is a sales assistant that helps you establish a structured sales cycle and model your sales
methodologies. It proposes a template with activities recommended to be executed during each sales phase of
an opportunity to increase the chance of success.

 Note

As prerequisites, your administrators must enable the feature and define activity suggestions in advance
for each sales phase.

You may have manually added several activities when you created the opportunity. You can review activities
that are already in scope in panes under the Sales Activities tab or in a graphical display under the Timeline tab.
Then you can further consult Activity Advisor under the Sales Activities tab to check and add relevant activities
that have not been included to your opportunity.

 Tip

A plus icon is available next to each activity proposal, allowing you to quickly add the activity with just one
click. As a prerequisite, administrators must remove the Added column from the table and add the Action
column that displays the plus icon via adaptation.

We recommend that you include all the mandatory activities and carry them out in each sales phase. Missing
or incomplete mandatory activities do not hinder you from moving your opportunity to the next sales phase.
However, when mandatory activities are not added to the opportunity, system messages can be displayed.
If the system messages are displayed as errors, the opportunity is considered inconsistent. An inconsistent
opportunity cannot be converted into a sales quote or sales order.

Related Information

View Activities in Timeline [page 357]

You can see activities in a graphical display under the Timeline tab to obtain a vivid idea about when the
activities need to be performed between the start and close dates of the opportunity.

[Link] Configure Activity Advisor

Administrators can enable a sales assistant with a list of proposed activities to guide sales representatives
through each sales phase of an opportunity.

Context

Administrators can enable and configure activity advisor in scoping and fine-tuning activities.

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Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales New Business Opportunities to find the corresponding question
and enable the sales assistant.

2. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Sales Assistant Maintain Activities to define suggested activities.

3. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Sales Assistant Assign Activities to Sales Phases to assign predefined
activities to specific sales phases.

5.2.10  Associate Opportunities with Registered Products

You can create opportunities with references to previously sold products or services. Those references can help
evaluate your opportunities in scenarios such as cross, up, and down selling, and offering renewal services.

Once your administrators have enabled the feature, you can add registered products to your opportunities,
create opportunities from registered products, and report on opportunities with references to registered
products.

[Link]  Add Registered Products to Opportunities

You can link one or multiple registered products to your opportunities.

• During opportunity creation, you can select Serial ID, Associated Product (Reg. Product), Installation Point,
and Installed Base to include a registered product, and it automatically becomes the primary registered
product for that opportunity.
• In the detail view of an opportunity, you can go to the Registered Products tab to add more registered
products.
• Registered products can also be connected to an opportunity using web services such as A2X and OData,
or via data upload using Data Workbench.

If the fields are not visible, you can use Personalization or ask your administrators to Adapt the layout.

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[Link]  Delete Registered Products in Opportunities

Learn how to delete registered products in opportunities.

Procedure

1. Go to navigation menu and select Sales Opportunities .

2. A new window Opportunities opens up.
3. Select an opportunity and open the object in detail.
4. Click the Registered Products tab.
5. Select the product and click action Delete.

[Link]  Create Opportunities from Registered Products

You can create an opportunity from one or multiple registered products to increase your wallet share from an
existing product.

• In the Registered Products work center, you can select one or multiple relevant registered products from
the list, and create a New Opportunity from the More option at the bottom right. When the opportunity
quick create screen opens, the registered products pane will be automatically populated with values of the
highlighted registered products. If all the registered products selected belong to the same account, the
account will be defaulted for the opportunity.

• You can also go to the detail view of a registered products by clicking its ID or Serial ID, and create a new
opportunity under the Opportunities tab. When the opportunity quick create screen opens, the related
fields will be automatically populated with values of that registered product.

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[Link]  Report on Opportunities with References to
Registered Products

You can use the data sources below to create your reports regarding registered products, as well as installation
points and installed bases.

Data Source Description

CODOPPREGPRDU Contains all the registered products of opportunities. It al­

lows you to analyze related registered products of opportuni­
ties.

CODOPPREGPRDGENU Contains all the installed objects of opportunities. It allows

you to analyze installed objects of opportunities.

[Link]  Configure Association of Registered Products in

Opportunities

Administrators can enable users to create opportunities with references to previously sold products through
configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales New Business Opportunities to find the corresponding question about
capturing registered products in opportunities.

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5.3 Collaborate on Opportunities

Opportunities often involve a team of sales representatives, contacts, partners, and key stakeholders. The
solution provides you with various ways to keep track of and collaborate with these distinct team members.

For example, you can utilize the Feed tab to share updates and communicate ideas with colleagues about a
specific opportunity. This native collaboration platform can be enhanced with SAP Jam feeds and groups that
allow you to upload content, create polls, conduct surveys, and much more, if your solution is provisioned with
SAP Jam.

Under the Notes tab, you can create, edit, and delete your own notes, and view your team members' notes
captured in note history. For mobile users, the solution also offers voice-to-text support in notes. In addition,
you can also bring over your notes from Evernote if your administrators have configured the integration.

Your administrators can also maintain access restrictions so that only the members of your sales team can
access opportunities assigned to your sales area.

Work with SAP Jam [page 362]

The integration with SAP Jam soution enables you to bring both internal sales employees and
external contacts on a single collaboration platform to facilitate communication and increase customer
engagement.

Work with Influencer Map [page 363]

The influencer map shows you a spiral of top influencial contacts and employees around a contact, and
allows you to redefine their perceived importance in driving sales.

Work with LinkedIn Sales Navigator [page 364]

With LinkedIn Sales Navigator enabled by your administrators, you can look up publicly available
LinkedIn profile information about accounts or contacts, and nurture your prospects through
networking.

5.3.1  Work with SAP Jam

The integration with SAP Jam soution enables you to bring both internal sales employees and external contacts
on a single collaboration platform to facilitate communication and increase customer engagement.

Once your administrators have configured SAP Jam integration, you can go to the Groups tab and create SAP
Jam groups using the deal room template to strategize with sales members about winning an opportunity. You
can also invite your customer contacts to join the groups and share superior content such as presentations and
product specification documents.

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Related Information

Prepackaged Integration with SAP Jam

5.3.2  Work with Influencer Map

The influencer map shows you a spiral of top influencial contacts and employees around a contact, and allows
you to redefine their perceived importance in driving sales.

Based on an employee’s or contact’s participation in previous opportunities, the likelihood of an employee or

contact knowing the central contact increases. When you click on a profile, you will see the numbers of total
deals, as well as won and ongoing deals which the influencer has been involved in. You can also see how much
an employee has contributed to the total revenue. A score is calculated using those numbers based on certain
weightage, and determines the influencer's position in the spiral.

You can manually change the position of the influencer if you believe that an employee or a contact has been
displayed too close or too far from the central contact according to your real life experience.

Employees and contacts that have been assigned to the opportunity have a check mark on their profile
pictures. You can also add top influencers that are not part of the opportunity into the sales team or your
contact list by dragging them into the Add to Opportunity frame.

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[Link] Configure Influencer Map

Administrators can enable an influencer map so users can see top influencial contacts and employees around a
contact.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Opportunities to find the corresponding scoping question
about enabling the influencer map.

Once you have checked the scoping question, you can Adapt the master layout and add Top Influencers as a
new field to Contacts and Sales Team, as well as the corresponding panes under the Overview tab.

If you want to customize any labels for the influencer map, you can go to Administrator Sales and
Campaign Settings Influencer Map and adapt the master layout there.

5.3.3  Work with LinkedIn Sales Navigator

With LinkedIn Sales Navigator enabled by your administrators, you can look up publicly available LinkedIn
profile information about accounts or contacts, and nurture your prospects through networking.

LinkedIn Sales Navigator iframes are embedded in the Overview and Contacts tabs in your leads, opportunities,
buying center, accounts, and contacts. In the overview tab, Sales Navigator gives you information about the
company. When a contact is selected, Sales Navigator shows you a profile about the person. You may see your
contacts' recent activities and find a topic of interest to help you start a conversation with your prospects. Or,
you may find someone you know to introduce you directly to your potential customers.

LinkedIn Sales Navigator uses basic information such as first name, last name, e-mail address, job title, and
company name to find the correct company or person on LinkedIn. In case the result is not the one that you are
looking for, you can further perform a search to find a match. For your contacts, the Save as Lead option in the
iframe allows you to save the person as a lead in LinkedIn Sales Navigator. Such leads are not recorded in SAP
Cloud for Customer.

To use this feature, you must allow browser cookies from LinkedIn.

• In Google Chrome, go to Settings Advanced Privacy and security Content settings Cookies
Allow and add [*.][Link].
• In Internet Explorer, go to Internet Options Security Trusted sites Sites and add http://
[Link].

 Note

You need a LinkedIn Sales Navigator Team or Enterprise account to use this feature. However, if you have
previously signed in to LinkedIn with a different account on your computer, you may be automatically
signed in with that account. To relogin with the standard account, you must first clear your previous
browsing cookies.

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[Link] Configure LinkedIn Sales Navigator

Administrators can enable LinkedIn Sales Navigator to allow users to look up publicly available LinkedIn profile
information of an account or a contact.

 Note

A LinkedIn Sales Navigator Team or Enterprise license is required to use this feature. You can sign up for a
free trial here .

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Communication and Information Exchange Integration with External Applications and
Solutions Integration with LinkedIn Sales Navigator to find the corresponding scoping question.

5.4 Work with Buying Center

Buying center is a relationship management tool that tracks and visualizes contact-to-contact and contact-to-
employee relationships related to a given account, contact, or opportunity. If properly maintained, buying
center can help you identify decision makers and key influencers in your opportunities so you can optimize
your sales pitches for prospects accordingly.

Buying center can be enabled by your administrators in two ways. They are exclusive to each other.

• Buying center relationships

If enabled based on buying center relationships, buying center will be available in the Accounts and
Opportunities work centers.
You can maintain buying center relationships under the Buying Center tab individually per account or
opportunity.
In the detail view of a contact, a tab called Buying Center Involvement also becomes available. Here you
can see a read-only list of open or in process opportunities where the contact is involved. The definition of
being involved is that the contact is a part of at least one relationship in that opportunity buying center.
• Business partner relationships
If enabled based on business partner relationships, buying center will be available in the Contacts and
Opportunities work centers.
In a contact, you maintain buying center relationships, together with other general relationships, under the
Relationships tab. However, only those checked as Buying Center relevant are reflected in a hierarchical
view under the Buying Center Relationships tab. The Buying Center Involvement tab is also available for you
to see a read-only list of open or in process opportunities where the contact is involved. The definition of
being involved is that the contact is a part of at least one relationship in that opportunity buying center.
In an opportunity, you maintain opportunity-specific relationships under the Buying Center tab.
In the detail view of an account, a tab called Buying Center also becomes available. Here you can see a
read-only graphic of the buying center relationships for all contacts linked to that account. If you make
any relationship changes in a contact and the changes are buying center relevant, you can update the
relationship hierarchy in the associated account by refreshing the buying center.

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  Tip

If the tabs mentioned above are not visible, you can use Personalization or ask your administrators to Adapt
the master layout.

The migration of buying center data into the solution is also supported.

Import Buying Center Relationships from Accounts or Contacts [page 366]

In an opportunity, you can create buying center relationships from scratch, or import relationships
from the corresponding account or contact and build upon them.

Maintain Buying Center Relationships in Opportunities [page 368]

Once buying center relationships are created or imported from the associated account or contact, you
can further manage relationships under the Buying Center tab in your opportunity.

5.4.1  Import Buying Center Relationships from Accounts or

Contacts

In an opportunity, you can create buying center relationships from scratch, or import relationships from the
corresponding account or contact and build upon them.

If the feature is based on buying center relationships, the Import from Account option becomes available under
the Buying Center tab in your opportunity. It allows you to bring in relationships that have been maintained in
the corresponding account. If the feature is based on business partner relationships, you will see the Import
from Contact Relationships option instead. The two options are exclusive to each other.

 Note

After the relationships are copied over, the import option will no longer be available. In addition, any
changes done in the buying center of an opportunity will not be reflected in the buying center of the
associated account or contact, and vice versa.

A contact-to-contact or contact-to-employee relationship will be imported from the matching account or

contact only when both parties are assigned to the opportunity.

[Link] Configure Buying Center Based on Buying Center

Relationships

Administrators can enable buying center for accounts and opportunities and define specific buying center
relationships in scoping and fine-tuning activities.

Context

You can enable buying center based on either buying center relationships or business partner relationships.
They are exclusive to each other.

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Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Account and Activity Management Account Management to find the
corresponding question and enable the feature.

2. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Buying Center Relationship Types to define relationship types.

In addition to standard relationship types such as Directed By and Dotted Line To, you can create
relationship types of you own, for example, Is A Friend Of and Went to School With.

You can also specify relationship line colors to increase the visibility of different relationship types in the
buying center.

[Link] Configure Buying Center Based on Business

Partner Relationships

Administrators can enable buying center for contacts and opportunities and define specific buying center
relationships in scoping and fine-tuning activities.

Context

You can enable buying center based on either buying center relationships or business partner relationships.
They are exclusive to each other.

Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Account and Activity Management Account Management to find the
corresponding question and enable the feature.

2. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune General Business Partners Relationships Maintain Relationships to define
relationship types.

In this case, you define buying center relationships, together with other general relationships. However,
only those with the Buying Center Relationship option checked display in the buying center.

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5.4.2  Maintain Buying Center Relationships in Opportunities

Once buying center relationships are created or imported from the associated account or contact, you can
further manage relationships under the Buying Center tab in your opportunity.

 Note

Any changes done in the buying center of an opportunity will not be reflected in the buying center of the
associated account or contact, and vise versa.

Under the Buying Center tab, you can select the Table View or the Chunk View to add, edit, and delete
contact-to-contact and contact-to-employee relationships, and define relationship attributes as desired to
further qualify the nature of the relationship. Your administrators can define available relationship types to
choose from through configuration.

Choose the Hierarchy View to see contact-to-contact relationships in a graphical display. The following
intructions can walk you through the buying center features in opportunities.

1. Use the Role Only button to toggle between the role view and the hierarchy view. Roles can be defined
under the Contacts tab. Different roles can have different profile picture colors, depending on how your
administrators have configured contact roles.
2. Different relationship types may have different relationship line colors, depending on how your
administrators have configured buying center relationships or business partner relationships.
3. The number next to the profile picture indicates how many employees have been assigned to the contact in
this buying center. When you click on the number, you will see employees who are assigned to the contact
in this buying center under Buying Center. If there are employees assigned to the contact outside of this
buying center, they will show under Outside.
4. For contacts who are directly linked to the account, their profile pictures display in the shape of a circle. For
those who are not directly linked to the account, their profile pictures display in the shape of a diamond.
5. If you have captured a contact's attitude toward the opportunity or company, you will see a colored dot in
the right corner next to the contact's profile picture. Green means positive, orange means neutral, and red
means unfavorable.

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 Attitude Toward Opportunity can be defined under the Contacts tab in the account or opportunity.
Perception of Company is copied from the Overview tab in the contact. The attitude indicator dot only
considers Perception of Company when Attitude Toward Opportunity is undefined.
6. On the right side, you can see contacts assigned to the account or opportunity but without buying center
relationships.
7. You can export buying center relationships into a .png image file.

[Link] Configure Contact Roles

Administrators can define roles that classify different contacts, and assign roles with respective colors that
display in the buying center.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Contact Roles Maintain Contact Roles to edit your contact roles.

5.5 Evaluate Opportunities

Opportunity evaluation is a process where you deepen your understanding of your customers' needs and
painpoints, as well as buying concerns, based on which you can identify and focus on opportunities that have a
higher chance of success.

Add Surveys and Activities to Opportunities [page 369]

You may have mandatory or voluntary activity plans such as surveys, tasks, appointments, and phone
calls predefined and assigned by your administrators to help you develop your opportunities.

Opportunity Intelligence [page 372]

Opportunity scoring leverages machine learning that is trained on your historical sales data to find
patterns and predict the probability of closing a deal. With machine learning powered by SAP Leonardo,
the score pane also shows you key factors that impact the resulting scores.

Assess Competitors [page 372]

Keeping track of your competitors as well as competitor products in opportunities helps you assess
your competitors and better evaluate your opportunities.

5.5.1  Add Surveys and Activities to Opportunities

You may have mandatory or voluntary activity plans such as surveys, tasks, appointments, and phone calls
predefined and assigned by your administrators to help you develop your opportunities.

In the Activity Planner work center, your administrators can enable automatic assignment for activity plans
during creation and define routing rules.

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For activity plans that can be automatically assigned, you can manually trigger routing by refreshing to obtain
most current activity plans. Also, your administrators can use workflow rules to define when the routing rules
can be executed automatically.

For activity plans that cannot be automatically assigned, you can manually add applicable activity plans using
following actions.

• Add Activities from Activity Plan at the opportunity header level to include a list of tasks, appointments, and
phone calls
• Add Appointments from Activity Plan in the appointment list under the Sales Activities tab
• Add Phone Calls from Activity Plan in the phone call list under the Sales Activities tab
• Add Tasks from Activity Plan in the task list under the Sales Activities tab
• Add surveys under the Surveys tab

Related Information

Activity Planning and Routing [page 708]

Activity planner is used to plan activities such as surveys and tasks that help you achieve different business
goals. By using routing rules, you can assign the surveys and tasks to business objects that are associated
with specific accounts or territories.

Workflows [page 151]

Learn how you can use workflows to support your business processes.

[Link] Update Surveys and Activities by Refreshing

You can obtain most current surveys and activities assigned to your opportunity by refreshing.

Prerequisites

Your administrators have defined activity plans and routing rules in the Activity Planner work center.

 Note

For each survey or activity to be routed, the Assign Automatically option must be checked during the
creation of the activity plan.

Context

Your administrators can define when applicable activity plans can be automatically assigned to opportunities
using workflow rules. As users, you also can follow the steps below to manually trigger the routing.

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Procedure

1. Go to the detail view of an opportunity.

2. From the Actions menu, select Refresh from Activity Plan.

Results

Your applicable surveys and activities appear under the Surveys and Sales Activities tabs as a result of rules.

[Link] Configure Automatic Refresh from Activity Plan

Administrators can use workflow rules to define when opportunities can be automatically refreshed to obtain
an updated list of to-do surveys, tasks, appointments, and phone calls.

Context

By using workflow rules, applicable surveys and activities can be assigned on creating or saving an opportunity,
or on a customized schedule.

Procedure

1. Go to Administrator Workflow Rules , and create a new workflow rule.

2. Give a meaningful name in the Description field.
3. For Business Object, choose Opportunity.
4. For the Timing type, you can choose from On Create Only, On Every Save, and Scheduled. If the timing field
is left blank, On Every Save is applied by default.

This selection decides when your rule, in this case Refresh from Activity Plan, is triggered.
5. (Optional) Define conditions that you can also configure in the Routing Rules section in the Activity Planner
work center.
6. For Rule Type, choose Action and select Refresh from Activity Plan.
7. Review and activate your workflow rule.

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5.5.2  Opportunity Intelligence

Opportunity scoring leverages machine learning that is trained on your historical sales data to find patterns and
predict the probability of closing a deal. With machine learning powered by SAP Leonardo, the score pane also
shows you key factors that impact the resulting scores.

 Note

Machine learning is only available for the SAP Cloud for Customer Enterprise version, and requires
activation by your administrators.

Related Information

Machine Learning in Opportunities

5.5.3  Assess Competitors

Keeping track of your competitors as well as competitor products in opportunities helps you assess your
competitors and better evaluate your opportunities.

 Note

As prerequisites, your administrators must activate Competitor in the Involved Parties configuration so
users can add such a role to an opportunity.

In an opportunity, you can navigate to the Competitors tab and add relevant competitors and competitor
products from the master data maintained in the Competitors work center. The Competitor Products pane does
not appear until at least one competitor has been added to the opportunity.

You may also have mandatory or voluntary competitor surveys or competitor product surveys predefined and
assigned by your administrators to help you gain insights into your competitor performances.

Related Information

Add Surveys and Activities to Opportunities [page 369]

You may have mandatory or voluntary activity plans such as surveys, tasks, appointments, and phone calls
predefined and assigned by your administrators to help you develop your opportunities.

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[Link] Configure Involved Parties

Administrators can maintain involved parties for opportunities by activating applicable party roles and
determination steps.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Opportunities Involved Parties Maintain Involved Parties to edit your involved
parties.

Based on your business needs, you can Exclude activated party roles from realignment run or inbound
integration scenarios, for example, when you replicate opportunities from ERP to SAP Cloud for Customer.

For customized party roles, there is an additional determination step called Use Rules for <Party Role Name>.
This option allows you to default parties based on specific conditions that can be defined in Administrator
Sales and Campaign Settings Define Rules for Opportunity Parties .

Related Information

Configure Automatic Party Re-Determination [page 350]

Administrators can set up the solution to automatically re-determine opportunity parties when a change is
made to the associated account team or territory team.

Configure Party Determination Rules for Opportunities [page 349]

Administrators can create rules for automatic party determination in opportunities.

5.6 Plan Opportunity Revenue

SAP Sales Cloud offers you several tools to estimate your revenue based on your opportunities, compare the
estimates against your revenue-based targets, and help you make best use of your available resources.

You can monitor your opportunities and analyze your sales performance on a real-time basis via sales pipeline
reports that can be included on your home page or in the Analytics work center.

If you have confidence in closing certain opportunities, you can toggle on the Publish to Forecast option in
the opportunity details so the values of those opportunities can be recognized in forecasts for further product
planning.

Split Revenue [page 374]

You can split revenue among sales members and recognize the individuals to whom the success of an
opportunity can be attributed.

Schedule Revenue [page 375]

You can schedule revenue over time and have a record of revenue for each distribution and accounting
period.

Simulate Opportunity Pipeline [page 379]

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 Pipeline simulation gives you a visual snapshot of where your prospects are in the sales pipeline. It
also allows you to explore what-if scenarios by changing key values in opportunities and see simulated
impacts on your revenue in real time.

(Deprecated) Work with SAP Intelligent Sales Execution (Datahug) in Opportunities [page 380]
With Datahug offered by SAP Intelligent Sales Execution, you can explore a new approach to managing
your pipeline and customer relationship for opportunities.

5.6.1  Split Revenue

You can split revenue among sales members and recognize the individuals to whom the success of an
opportunity can be attributed.

Provided your administrators have enabled revenue scheduling and revenue splits, you can add revenue
partners under the Revenue Splits tab and maintain their contributions to the opportunity revenue by Split
Percentage.

Once you have included all the revenue partners, you can schedule revenues accordingly. Revenue Amount for
each partner will be empty until at least one relevant revenue schedule is created.

 Note

It is recommended that you finalize the revenue splits before you proceed to schedule revenues. Any
changes to a Split Percentage field will result in a deletion of existing schedules.

If the Split Percentage column is not visible, you can use Personalization or ask your administrators to Adapt the
master layout.

Related Information

Schedule Revenue [page 375]

You can schedule revenue over time and have a record of revenue for each distribution and accounting
period.

[Link] Configure Revenue Splits

Administrators can enable users to split revenue per opportunity among sales team members through
configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales New Business Opportunities to find the corresponding question about
splitting revenue among sales team members.

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5.6.2  Schedule Revenue
You can schedule revenue over time and have a record of revenue for each distribution and accounting period.

Once your administrators have enabled revenue scheduling, you can schedule revenue among various revenue
partners. Revenue can be scheduled either at the header level or at the product level, depending on whether
the Schedule Revenue at Header flag is toggled on or off in the opportunity details.

[Link] Schedule Revenue at the Header Level

Under the Revenue Splits tab, you can schedule revenue for respective revenue partners between predefined
revenue start and end dates.

As a prerequisite, at least one revenue partner must be maintained before revenue schedule becomes
available.

When you select a revenue partner and add a new revenue schedule, the total amount by default displays the
expected value that the partner has contributed to the revenue. You also have the option to use the negotiated
value instead for calculation. Upon creation, the revenue will be distributed evenly throughout the defined
period and based on the frequency you choose.

[Link] Schedule Revenue at the Product Level

Under the Products tab, you can schedule revenue for each product line item and applicable revenue partners
between predefined revenue start and end dates.

As a prerequisite, at least one product item must be maintained before revenue schedule becomes available.

When you select a product and add a new revenue schedule, the total amount by default displays the
negotiated value that the partner has contributed to the revenue. Upon creation, the revenue will be distributed
evenly throughout the defined period and based on the frequency you choose.

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When revenue is scheduled at the product level, a read-only revenue schedule table will appear under the
Revenue Splits tab and show the aggregate of schedules of all products for each revenue partner. If no partner
is maintained under the Revenue Splits tab, the opportunity owner will be defaulted as the revenue partner.

[Link] Schedule Revenue upon Quantity Distribution

You can schedule item quantity to track order delivery under the Products tab if your administrators have
enabled product quantity scheduling.

When you select a product and add a new item quantity schedule, you can either allow the system to distribute
quantity evenly throughout the defined period and based on the frequency you choose, or you can manually
apply a fixed quantity of products to each distribution period. For the latter option, you need to select
Distribution Per Period as the quantity schedule type and define Quantity Per Period. If the field is not available,
you can use Personalization or ask your administrators to Adapt the master layout.

When an item quantity schedule is created, a revenue schedule will be derived accordingly for you to further
track payments for each product distribution. The revenue schedule can also be updated upon any changes
made to the quantity schedule if your administrators have enabled the feature in scoping.

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[Link] Calcuate Negotiated Value Based on Status

You use status (standard or custom) to control the Total Negotiated Value of an opportunity.

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[Link].1 Configure Total Negotiated Value for Standard
and Custom Status

To control Total Negotiated Value for standard status, follow these steps:

1. Navigate to Business Configuration Implementation Projects and select your project.

2. Click Open Activity List Fine-Tune Opportunities Maintain Reasons and check the column
Reduce Total Negotiated Value.

To control Total Negotiated Value for custom status, follow these steps:

1. Navigate to Business Configuration Implementation Projects and select your project.

2. Click Open Activity List Fine-Tune Opportunities Maintain Custom Status and check the column
Reduce Total Negotiated Value.

[Link] Configure Revenue Scheduling

Administrators can enable users to schedule revenue on a monthly, quarterly, or yearly basis through
configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales New Business Opportunities to find the corresponding question about
revenue scheduling.

[Link] Configure Product Quantity Scheduling

Administrators can enable revenue scheduling by item quantity distribution and set up the solution to
automatically update the revenue schedule when there is a change in the quantity schedule.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Opportunities to find the two corresponding questions about
quantity scheduling.

 Note

Changing in the revenue schedule does not have an impact on the quantity schedule.

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5.6.3  Simulate Opportunity Pipeline

Pipeline simulation gives you a visual snapshot of where your prospects are in the sales pipeline. It also allows
you to explore what-if scenarios by changing key values in opportunities and see simulated impacts on your
revenue in real time.

The solution provides three view options for pipeline simulation.

• Pipeline Bar Chart: The bar chart helps you monitor opportunities as they move through sales phases. This
view helps you identify gaps in the pipeline and better prioritize your opportunities.
• Pipeline Bubble Chart: The bubble chart presents each opportunity in three dimensions. From this view,
you can understand how big the deal is, where the deal resides in the pipeline, and how likely it will be
closed. With such information, you can increase business efficiency by focusing on opportunities with
higher success probability.
• Won vs. Expected: The chart displays the value of deals you won or expect to win by quarter. In the
advanced search, you can also enable a graphic option called Show My Targets to include target plans that
have been assigned to you or your team in the given period. With a complete view of targets and actuals,
you can more easily tell how close you are to reach your sales quota.

Click Start Simulation to activate the simulation mode. You can modify editable fields for any of your listed
opportunities and see how those changes can influence your pipeline. If you are satisfied with the simulated
result, you can save the changes to your opportunities. Otherwise, you can cancel simulation to discard the
changes.

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5.6.4  (Deprecated) Work with SAP Intelligent Sales Execution
(Datahug) in Opportunities

With Datahug offered by SAP Intelligent Sales Execution, you can explore a new approach to managing your
pipeline and customer relationship for opportunities.

 Note

As of November 2020, SAP Intelligent Sales Execution (Datahug) is discontinued as a stand-alone product.
Customers that have purchased the license can continue using the product. SAP will honor existing
product subscriptions until the end of your current contract term.

Datahug provides a graphical visualization of your pipeline, and helps you understand the true health of your
opportunities and close more deals in less time. As a sales manager, you can slice and dice your pipeline using
a variety of key filters like region or opportunity type. As a sales representative, you can easily focus on deals
with a high value but a low deal score and take actions to get these deals back on track.

By connecting to your e-mail server, Datahug can identify relationship data points and help you build a
better understanding of your customers. You can obtain details such as the last and next touchpoints with
the customer, best connected colleague . Datahug also tells you who you know at the company is not yet
maintained in the system. Based on the relationship strength, Datahug can automatically create contacts for
you.

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  Note

To use Datahug, a separate license is required from SAP Intelligent Sales Execution.

Once enabled by your administrator, Datahug is available as a separate work center in the navigation menu, as
well as a tab in accounts, contacts, and opportunities. You can manage pipeline in the Datahug work center and
customer relationship in the detail view of each opportunity.

For more information, please check out SAP Intelligent Sales Execution.

Related Information

(Deprecated) Work with SAP Intelligent Sales Execution (Datahug) in Forecasting [page 1137]
With Datahug offered by SAP Intelligent Sales Execution, you can explore a new approach to managing your
forecasts.

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[Link] Configure SAP Intelligent Sales Execution
(Datahug) for Opportunities

Administrators can add Datahug to your project scope and enable users to manage pipeline and customer
relationship using Datahug.

Prerequisites

 Note

To use Datahug, a separate license is required from SAP Intelligent Sales Execution.

Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to

Edit Project Scope Questions Communication and Information Exchange Integration with External
Applications and Solutions Integration Scenarios with Cloud Solutions from SAP to find the
corresponding question about enabling Datahug.

2. Go to Administrator Sales and Campaign Settings Datahug Settings Open Datahug Administrator
and provide an API key and secret for accessing Datahug.
3. Assign the Datahug work center view (ID: COD_DATAHUG_WCF) to appropriate business users or roles for
pipeline and forecast management.

For more details, please check Create Business Roles and Assign Work Centers and Views.
4. Go to the detail view of an opportunity, Adapt the master layout and add the Datahug tab to opportunities.

Datahug is also available for accounts and contacts.

5. To add contacts from Datahug to opportunities, you must create a contact role in opportunities
configuration. Go to Business Configuration Implementation Projects . Select your project and
navigate to Open Activity List Fine-Tune Opportunities Maintain Contact Roles and add a row
with code ZGHUG, as well as a description for Datahug.
6. To allow Datahug to automatically add contacts based on touch points identified via e-mail server, contact
SAP Intelligent Sales Execution for further configurations.

For more information, please check out Prepackaged Integration with SAP Intelligent Sales Execution (SAP
Datahug).

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5.7 Opportunity Approval Process

Opportunities can be submitted for approval when they fulfill certain conditions, provided your administrators
have enabled and configured the multi-step approval process for opportunities.

The opportunity approval process can contain multiple steps with different conditions and approvers. Once
an opportunity meets the conditions defined in any one of the steps, the opportunity can be manually
or automatically submitted for approval. If the opportunity meets the conditions defined in several steps
simultaneously, the system checks each step in sequence upon approval submission. The approval checking
proceeds to the next approval step only when the previous step has been granted.

Submit Opportunities for Approval [page 383]

When an opportunity meets approval conditions predefined by your administrators, it can be manually
or automatically submitted for approval.

Restart Approval Process for Approved Opportunities [page 384]

When you modify an approval relevant field in an approved opportunity, the approval status gets reset
to Not Started. In addition, the system reevaluates all the approval relevant fields. If the modified
opportunity fulfills approval criteria predefined by your administrators, a reapproval process can be
triggered.

Approve Opportunities via E-Mail [page 386]

Approvers, as well as delegates assigned to approvers, can approve opportunities via e-mail, without
having to log into the system.

5.7.1  Submit Opportunities for Approval

When an opportunity meets approval conditions predefined by your administrators, it can be manually or
automatically submitted for approval.

 Note

As prerequisites, your administrators must enable and configure the multi-step approval process for
opportunities, and optionally enable automatic submission for opportunity approval.

When an approval process triggers:

• For opportunities that must be manually submitted for approval, the Submit for Approval option becomes
available in the Actions menu at the bottom right.
• For opportunities that are automatically submitted for approval, the opportunity is sent to the approver
when you save the change that triggers the approval process.

 Note

If your opportunity has met approval conditions yet cannot be submitted for approval, please contact your
administrators and check:

• whether approvers are defined

• whether approval submission is allowed for the applicable custom status that the opportunity resides
in

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Once your opportunity is submitted for approval, the approval status of your opportunity changes to In
Approval.

For an opportunity that is in approval, you can withdraw it from approval if needed. And later, if you make any
changes that fulfill the predefined conditions once again, the opportunity that is in Withdrawn status can be
resubmitted for approval.

Approver, as well as delegates assigned to approvers, can approve an opportunity or send it back for revision
under the Approval tab, in Notifications, or via e-mail.

[Link] Configure Multi-Step Approval Process

Administrators can enable a multi-step approval process for opportunities through configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Opportunities to find the corresponding scoping question
about enabling multi-step approval process.

Upon activation, you can further configure process details in Administrator Approval Processes .

[Link] Configure Automatic Submission for Approval

Administrators can set up the solution to automatically submit opportunities for approval when the
opportunities have fulfilled predefined conditions.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Opportunities to find the corresponding scoping question
about automatically submitting opportunities for approval.

5.7.2  Restart Approval Process for Approved Opportunities

When you modify an approval relevant field in an approved opportunity, the approval status gets reset to Not
Started. In addition, the system reevaluates all the approval relevant fields. If the modified opportunity fulfills
approval criteria predefined by your administrators, a reapproval process can be triggered.

 Note

As prerequisites, your administrators must complete the following configurations:

• Enable the multi-step approval process for opportunities

• Define the multi-step approval process for opportunities, including approval conditions and approvers
• Enable resetting approval status in approved opportunities
• (Optional) Enable automatic submission for opportunity approval

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When a reapproval process triggers:

• For opportunities that must be manually submitted for approval, the Submit for Approval option becomes
available in the Actions menu at the bottom right.
• For opportunities that are automatically submitted for approval, the opportunity is sent to the approver
next time you save the opportunity.

 Note

During reapproval, the system goes through all the applicable approval steps, including steps that have
been checked in last approval and are still valid in this approval.

 Restriction

If any of the following account fields are defined as approval conditions, changes to them in an approved
opportunity do not lead to resetting the approval status.

• ABC Classification
• Industry
• Prospect
• All the custom extension fields defined in accounts

[Link] Configure Multi-Step Approval Process

Administrators can enable a multi-step approval process for opportunities through configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Opportunities to find the corresponding scoping question
about enabling multi-step approval process.

Upon activation, you can further configure process details in Administrator Approval Processes .

[Link] Configure Automatic Submission for Approval

Administrators can set up the solution to automatically submit opportunities for approval when the
opportunities have fulfilled predefined conditions.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Opportunities to find the corresponding scoping question
about automatically submitting opportunities for approval.

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[Link] Configure Resetting Approval Status in Approved
Opportunities

Administrators can enable users to restart approval process on changes to approval relevant fields in an
approved opportunity.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales New Business Opportunities to find the corresponding question about
enabling reapproval for approved opportunities.

 Restriction

If any of the following account fields are defined as approval conditions, changes to them in an approved
opportunity do not lead to resetting the approval status.

• ABC Classification
• Industry
• Prospect
• All the custom extension fields defined in accounts

5.7.3  Approve Opportunities via E-Mail

Approvers, as well as delegates assigned to approvers, can approve opportunities via e-mail, without having to
log into the system.

Before making the approval decision, approvers can review opportunity details using the summary PDF
attached in the approval e-mail.

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As prerequisites, your administrators must complete several configurations and make sure that:

• the involved employees are business users and have valid e-mail addresses
• the CA certificates from the employees are uploaded to the system for outgoing e-mails
• each involved employee must subscribe to the e-mail notifications by opening the Notifications view and
choosing Subscribe to E-Mail
• the e-mail clients of the involved employees have enabled the receipt of encrypted e-mails

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[Link] Configure Multi-Step Approval Process

Administrators can enable a multi-step approval process for opportunities through configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Opportunities to find the corresponding scoping question
about enabling multi-step approval process.

Upon activation, you can further configure process details in Administrator Approval Processes .

[Link] Configure Automatic Submission for Approval

Administrators can set up the solution to automatically submit opportunities for approval when the
opportunities have fulfilled predefined conditions.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Opportunities to find the corresponding scoping question
about automatically submitting opportunities for approval.

[Link] Configure E-Mail Encryption and Signature Check

Administrators can enable the solution to decrypt and check signatures for incoming e-mails, as well as
encrypt and sign signatures for outgoing e-mails.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Built-in Services and Support System Management Security to find the
corresponding question and enable e-mail encryption and signature check.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune E-Mail Encryption and Signature Check to check the followings:

• Under the Incoming E-Mail section, the signature of Business Task Management: Email Notifications
scenario is set to Check.
• Under the Outgoing E-Mail section, the Business Task Management: Email Notifications scenario is
maintained.

[Link] Configure E-Mail and Fax Settings for E-Mail

Notifications

Administrators can specify the company domain and define default sender address for e-mail notifications.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune E-Mail and Fax Settings to do the followings:

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 • enter your company domain, such as [Link], as the Allowed Sender E-Mail Domain
• define Default Sender Address
• select the Send all e-mails to business partners option if you are in a non-productive system

[Link] Configure Secure/Multipurpose Internet Mail

Extensions (S/MIME)

Administrators can upload certificates for all employees that need e-mail notifications.

Procedure

1. Each employee should download personal SSO certificate via Internet Explorer.

a. In the Internet Explorer, go to Tools Internet Options Content Certificates and double-click
the SSO certificate.
b. Click Details Copy to File... .
c. Follow the Certificate Export Wizard. Do not export the private key and choose file format Base-64
Encoded X.509.
d. Export and save the certificate locally on your computer.
2. Each personal SSO certificate should be uploaded to corresponding business user in the solution.

a. Go to Administrator General Settings Business Users and select the desired user.
b. Make sure that the user has a valid e-mail address and edit the user's Attributes.
c. Click Actions Manage Certificates to upload the personal S/MIME certificate.
3. Upload CA certificates for all involved employees to receive e-mail notifications.

a. Go to Administrator Common Tasks and select Configure S/MIME.

b. Under the Incoming E-Mail tab, select the generic incoming e-mail scenario Business Task
Management: Email Notifications.
c. Click Upload CA Certificate for each involved employee.
4. Install CA certificate of the system e-mail address into your local certificate store.

a. Go to Administrator Common Tasks and select Configure S/MIME.

b. Under the Outgoing E-Mail tab, make sure that there is a valid certificate for the system sender
address.
c. Under SAP Trust Center Service, click Link to SAP CA to open SAP Trust Center Service.
d. Scroll down to the Root Certificates section and click SAP Passport CA Certificate.
e. Click Install Certificate... and follow the wizard by clicking Next.
f. Select Place all certificate in the following store and click Browse....
g. Select Trusted Root Certification Authorities and click OK.
h. Click Next and Finish.
5. Under the Activate S/MIME tab, select the options for Check Signature of Incoming E-Mails, Encrypt
Outgoing E-Mails, and Signing Outgoing E-Mails.

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5.8 Close Opportunities

You can close an opportunity by simply changing its status to won or lost.

When your opportunities are getting close to win, your customers may ask for quotes and place orders. Such
sales quotes and sales orders can be easily created as follow-up items under the Sales Documents tab in
opportunities.

5.9 Opportunities Offline

In your solution, the following items can be used offline.

Available Fields in Opportunity Quick Create Offline [page 390]

The table lists available fields during opportunity creation in offline mode.

Available Fields in Opportunity Detail View Offline [page 392]

The table lists available fields in the detail view of opportunities in offline mode.

Available Actions in Opportunities Offline [page 397]

The table lists available actions you can take in opportunities in offline mode.

5.9.1  Available Fields in Opportunity Quick Create Offline

The table lists available fields during opportunity creation in offline mode.

Default/Determination Off­
Section Field Availability Offline line

Header General Name Y N

Document Type Y Y

Account Y N

Primary Contact Y Y

Source Y N

Priority Y N

Status (Standard) NA Y

Custom Status Y Y

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 Default/Determination Off­
Section Field Availability Offline line

Reason for Status Y N

Sales Cycle Y Y

Sales Phase Y Y

Probability Y Y

Expected Value Y N

Total Negotiated Value Y N

Weighted Value Y N

Start Date Y Y

Close Date Y Y

Publish to Forecast Y N

Forecast Category Y N

Sales Organization Y Y

Sales Group Y N

Sales Office Y N

Distribution Channel Y Y

Division Y Y

Territory Y Y

Campaign N N

Sales Unit Y Y

Notes Y N

Category Y N

Owner Y Y

Products ID Y N

Description Y N

Category Y N

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 Default/Determination Off­
Section Field Availability Offline line

Quantity Y N

Negotiated Value Y N

5.9.2  Available Fields in Opportunity Detail View Offline

The table lists available fields in the detail view of opportunities in offline mode.

Edit (direct OR via ac­

tions OR via naviga­
Tab Section Field Display tion)

Overview Header Name Y Y

Document Type Y NA

Account Y Y

Primary Contact Y Y

Source Y Y

Priority Y Y

Status (Standard) Y NA

Custom Status Y Y

Reason for Status Y Y

Consistency Status Y N

Sales Cycle Y NA

Sales Phase Y Y

Days in Sales Phase Y N

Probability Y Y

Expected Value Y Y

Total Negotiated Value Y N

Weighted Value Y N

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 Edit (direct OR via ac­
tions OR via naviga­
Tab Section Field Display tion)

Start Date Y Y

Close Date Y Y

Revenue Start Date Y Y

Revenue End Date Y Y

Publish to Forecast Y Y

Forecast Category Y Y

Sales Organization Y Y

Sales Group Y Y

Sales Office Y Y

Distribution Channel Y Y

Division Y Y

Territory Y Y

Campaign Y N

Sales Unit Y Y

Notes Available only when Available only when

Note History is not en­ Note History is not en­
abled abled

Category Y Y

Owner Y Y

Products ID Y N

Description Y N

Category Y N

Quantity Y N

Sales Team Role Y N

Name Y N

E-Mail Y N

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 Edit (direct OR via ac­
tions OR via naviga­
Tab Section Field Display tion)

Contacts Name Y N

Primary Contact Indi­ Y N

cator

E-Mail Y N

Leads Name Y N

Account Y N

Created On Y N

Source Y N

Products Products Product ID Y Y

Description Y Y

Product Category Y N

Quantity Y Y

Negotiate Value Y Y

Revenue Start Date Y Y

Revenue End Date Y Y

Proposed Value Y N

Notes Y Y

Activities Appointments Subject Y N

Status Y N

Sales Phase Y N

Start Date/Time Y N

End Date/Time Y N

Owner Y N

Visits Subject Y N

Status Y N

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 Edit (direct OR via ac­
tions OR via naviga­
Tab Section Field Display tion)

Sales Phase Y N

Start Date/Time Y N

End Date/Time Y N

Owner Y N

Emails Subject Y N

Status Y N

Sales Phase Y N

Start Date/Time Y N

Owner Y N

Phone Calls Subject Y N

Status Y N

Sales Phase Y N

Start Date/Time Y N

Owner Y N

Tasks Subject Y N

Status Y N

Sales Phase Y N

Start Date/Time Y N

Due Date/Time Y N

Owner Y N

Sales Team Sales Team Role Y Y

Name Y N

E-mail Y N

Phone Y N

Contacts Contacts Name Y N

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 Edit (direct OR via ac­
tions OR via naviga­
Tab Section Field Display tion)

Function Y N

Phone Y N

Mobile Y N

E-Mail Y N

Primary Contact Indi­ Y Y

cator

Department Y N

Involved Parties Involved Parties Role Y N

Name Y N

Address Y N

E-Mail Y N

Primary Contact Indi­ Y Y

cator

Phone Y N

Attachments Attachments Title Y N

Type Y N

Changed On Y N

Changed By Y N

Sales Documents Sales Quote ID Y N

Description Y N

External Reference Y N

Date Y N

Primary Y N

Owner Y N

Sales Order ID Y N

Description Y N

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 Edit (direct OR via ac­
tions OR via naviga­
Tab Section Field Display tion)

External Reference Y N

Date Y N

Owner Y N

Tickets Tickets ID Y N

Subject Y N

Priority Y N

Status Y N

Created On Y N

Assigned To Y N

Related Opportunities Related Opportunities Name Y N

Account Y N

Owner Y N

Relationship Y N

Created On Y N

Surveys Surveys Name Y Y

Status Y Y

Category Y Y

5.9.3  Available Actions in Opportunities Offline

The table lists available actions you can take in opportunities in offline mode.

Object Global / Tab Actions Offline Availability

Opportunity Global Set as Open Available only when Custom

Status is not used

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Object Global / Tab Actions Offline Availability

Set as In Process Available only when Custom

Status is not used

Set as Won Available only when Custom

Status is not used

Set as Lost Available only when Custom

Status is not used

Set as Stopped Available only when Custom

Status is not used

Sales Documents New Y

Ticket New N

Attachments Add Y

Related Opportunities Add Y

New Y

Products Add Y

Delete N

Activities New Y (Except E-Mails)

Sales Team Add Y

Delete Y

Involved Party Add Y

Delete Y

Contact Add Y

Delete Y

5.10 Opportunities FAQ

This section answers commonly asked questions about opportunities.

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5.10.1  How do I include relevant opportunities in forecasts?

You should maintain these fields in your opportunities so they can be included in forecasts.

• Publish to Forecast: This flag is toggled on.

• Owner: You are the owner of the opportunities.
• Sales Unit: This should be linked to the owner and match the forecast sales unit.
• Start Date and Close Date: They should stay within the forecast period.

5.10.2  Why doesn't probability update when I change the

sales phase?

The system will stop automatically updating the Probability field upon changes to the Sales Phase field if a
manual change has been done.

5.10.3  Why do I see opportunities owned by others in My

Opportunities?

My Opportunities query displays all the opportunities that you are assigned as a party, not only the ones that
you own.

5.10.4  Why can't I submit opportunities for approval when

conditions are met?

If an opportunity has met approval conditions yet cannot be submitted for approval, administrators can
check whether approvers are properly defined in Approval Process or if approval submission is allowed for the
applicable custom status that the opportunity resides in.

Related Information

Configure Custom Status [page 353]

Administrators can customize opportunity statuses that help identify where the prospects are in the sales
pipeline.

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5.10.5  How do I restrict access to homeless opportunities?

As administrators, you can in general restrict access to data records that do not contain any access relevant
content. In doing so, homeless opportunities will not be visible to business users with restricted access to
opportunities.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Built-in Services and Support System Management User and Access Management
to find the corresponding scoping question.

If you have also enabled Compatibility mode for Access Context 1015 following the path above, opportunities
that contain applicable sales area data but have no territories or parties assigned will also be accessible to
business users with restricted access to opportunities.

5.10.6  How do I delete a custom status in opportunities?

As administrators, you can delete a custom status as long as it is not in use.

You can perform a search in opportunities based on the custom status to see if there is any data consuming the
status.

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6 Sales Contract

Learn about sales contracts which allow you to create and maintain agreements, maintain contracts header,
item, as well as create contracts from opportunities and sales orders.

Use sales contracts to determine contracts for quantity sales contracts with SAP ERP and S/4 OnPremise
integration and contract determination on item level for quotes and orders. One of the principal features of
sales contracts includes bi-directional quantity sales contract integration with SAP ERP and S/4 OnPremise.

As the end-user responsible for a customer contract, you simply need to create a contract from a ticket,
opportunity, or a customer quote. From there, when a customer contacts you with an issue, the required
information, such as contract subject matter, signature date and validity period are bundled in one place.

The Contracts work center supports you in creating sales contracts based on the required details as well as
displaying overview details about active contracts. As soon as you have finalized a contract with a customer
and it is active, the contract is determined in sales quote and sales order and automatically added to the ticket.

As a manager, with contract analysis you can view and analyze contract data such as contract items, contract
value, release history, and more.

6.1 Scope and Configure Sales Contract

The solution supports bi-directional quantity contracts that are integrated with S/4 OnPremise or SAP ERP.
The solution also supports maintenance of Target Quantity. Administrators can configure sales contracts using
scoping, scoping questions, and fine-tuning activities.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales New Business Sales Contracts Business Option: Sales Contracts
Questions . Place a checkmark in the desired sections and save your entries.

6.1.1  Configure Document Types

Administrators can create custom document types to streamline filtering, define reports, or facilitate
assignments.

Administrators set-up document types for sales contracts to enable data exchange with external applications
such as SAP ERP and SAP S/4 OnPremise. Some standard document types are delivered by the solution.
Administrator can create document types that are transferable to SAP ERP or SAP S/4 OnPremise configured
as External Data in the solution.

Navigate to Business Configuration Implementation Projects . Select your project and choose Open
Activity List. From the Fine-Tune tab, choose the Sales Contracts activity. Select Document Type and choose
Maintain Document Types. Select Add Row to define a new document type. Your codes should start with the
letter Z. Choose Save and Close.

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6.1.2  Define Contract Document Types for SAP ERP
Integration

Administrators can define sales contract document types for SAP ERP and SAP S/4 OnPremise with SAP
Cloud for Customer sales contracts.

The fine-tuning of Document Types allows multiple settings for SAP ERP and SAP S/4 OnPremise integration.
You can leverage each document type as a special business scenario/use case. Depending on your
requirements, you can create multiple document types for your desired business scenarios.

Navigate to Business Configuration Implementation Projects . Select your project and choose Open
Activity List. From the Fine-Tune tab, choose the Sales Contract activity. Select Document Type and choose
Maintain Document Types. Select Add Row to define a new document type. Your codes should start with the
letter z. Choose Save and Close.

 Note

Select an existing document type to modify it.

External Pricing – A check in the box enables an external application such as SAP ERP or SAP S/4 OnPremise,
synchronously requests prices. The transaction simulation determines not only pricing, but sales quotes, free
goods, product availability, and credit status based on SAP ERP and SAP S/4 OnPremise customizing for this
document type. From SAP Cloud for Customer – We recommend that you control editable fields and actions
from the page layout and only open extension fields that do not require replication., you trigger the externa
fields and actions from the page layout and only open extension fields that do not require replication. Action
Request External Pricing.

Replication – Administrators define the sales contract transfer behavior from your SAP ERP or SAP S/4
OnPremise system, to your cloud solution by selecting one of the following options:

• Bi-directional – Sales Contracts edits in your cloud solution are replicated to your SAP on-premise system,
syncing both contracts.

 Remember

Your SAP ERP and SAP S/4 OnPremise system is the leading system for these contracts.

• Inbound – We recommend that you control editable fields and actions from the page layout and only open
extension fields that do not require replication.
• Empty – Leaving this field blank indicates the sales contract stays in SAP Cloud for Customer, but this
option still allows you to request external pricing.

 Note

This configuration only applies to new sales contracts. Existing contracts behave using the inherited
document type configuration. They behave as specified from the previous active document type
configuration.

Asynchronous Pricing – Administrators can modify the settings for external pricing. A synchronous call is
required to retrieve the complete pricing result from the SAP ERP or SAP S/4 OnPremise system to your cloud
solution. Replicated sales documents also require a synchronous pricing update once the sales document is
updated during a save in .

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With this configuration, if the document was previously replicated, administrators can disable the synchronous
pricing call to the external system. In addition, you can disable the synchronous call completely, which is valid
for contracts created in your cloud solution. For both configuration options, the pricing status needs to be
calculated successfully through the asynchronous call from the external system. Select the option that suits
your business needs.

• Empty – Leaving this field blank triggers an automatic (once replicated) synchronous pricing call activation
(You see pricing-related errors, but configuration has performance impacts.).
• After replication – If document was replicated successfully, an automatic synchronous pricing call is
deactivated.
• Always – An automatic synchronous pricing call is always deactivated (leads to a performance advantage,
but possible pricing call error messages are no longer displayed directly in the UI, only asynchronously).
No matter the configuration, you can trigger pricing synchronously by clicking Action Request External
Pricing. With this configuration, avoid contract approvals that include external pricing elements.

 Note

To avoid data inconsistencies between SAP ERP or SAP S/4 OnPremise and SAP Cloud for Customer, only
replicated contracts are used in tickets.

 Remember

Only new sales contracts inherit changes in the document type configuration. Existing contracts behave as
specified in past active document type configuration.

6.1.3  Define Contract Item Types

Administrators can explore and learn how to define contract item types.

Item types determine how an item category behaves in a contract. Item types are not necessary, but are
relevant if you replicate quotes with an on premise system and administrators should remember to configure
document types.

You can define alternative item types for the item types delivered in the standard solution. These alternative
item types are then displayed for the corresponding items under the Items tab for contracts. You can use these
custom item types to process items based on SAP ERP or SAP S/4HANA item categories. You can also use
item types for, in order simulations to retrieve external pricing.

Define your own item types to reflect your company practices:

1. Navigate to Business Configuration Overview .

2. In the Business Configuration Search section, select Activities from the My Views drop-down list.
3. Search and select the Sales Contracts activity.
4. Select Maintain Item Types.
5. Click Add Row to define a new item type.
6. Enter the desired details and click Save and Close.

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6.1.4  Configure Sales Area Defaulting for Contracts

As an administrator, you can configure the sales area defaults for sales contracts.

Configure Sales Area Defaulting for sales contracts by navigating to Business Configuration
Implementation Projects . Select your project and navigate to Edit Project Scope Questions Sales
New Business Sales Contracts Business Option: Sales Area Determination for Contracts .

6.1.5  Configure Item Type Determination Rules

Administrators can configure multiple document and item types for contracts.

Navigate to Business Configuration Implementation Projects . Select your project and choose Open
Activity List. From the Fine-Tune tab, choose the Sales Contracts activity. Select Maintain Item Type
Determination Rules. Select Add Row to define a new rule. You can also upload a new rule. Choose Save.

6.1.6  Configure Involved Parties

Administrators can maintain involved parties for different types of items, such as leads or activities. In this step,
you can assign party roles and use determination rules for involved parties.

Navigate to Business Configuration Implementation Projects . Select your project and choose Open
Activity List. From the Fine-Tune tab, choose the Sales Contracts activity. Select Maintain Involved Parties.
Select Add Row to define a new rule. You can also upload a new rule. Choose Save and Close.

6.1.7  Configure Customer from Ship-To Party Role

Determination

Explore how administrators can activate or deactivate determination steps for your party roles for sales
contracts.

1. Go to Business Configuration Implementation Projects .

2. Select your project and choose Open Activity List Sales Contracts Maintain Involved Parties .
3. Select the Party Role Assignment as Account.
4. Click Maintain Determinations.
5. Select the required determination steps.
6. Choose OK, and then Save and Close.

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6.1.8  Configure Number Ranges for Contracts

Administrators need to configure number ranges to define the range of numbers assigned to sales contracts.

1. To navigate to the fine-tuning activity, choose Business Configuration Implementation Project .

2. Select your project and choose Open Activity List Number Ranges for Materials .
3. Select the material and choose Change Current Number.
4. Enter the new value and choose Save and Close.
5. Click Save and Close again.

6.1.9  Configure Contract Usage Restrictions

Learn how to set up usage restrictions for contracts to limit coverage based on additional criteria.

If you want to automatically restrict contracts to certain ticket types the first step is to create usage restrictions
in the Contracts fine tuning activity.

1. Navigate to Business Configuration Implementation Projects.

2. Select your implementation project and choose Open Activity List.
3. Select the Fine-Tune tab, and from the Activity List, choose Sales Contracts.
4. Choose Maintain Contract Usage Restriction on the Contracts screen.
5. Add usage restriction codes and descriptions. Your codes should start with the letter Z.
6. Choose Save and Close.

6.1.10  Configure Message Severity for Contracts

Upgrade, downgrade, or hide the severity level of errors and warnings for contracts.

You can configure message severity using the sales contract fine-tuning activity in the following location:

1. Choose Business Configuration Implementation Projects .

2. Select your project and choose Open Activity List.
3. From the Fine-Tune tab, choose Sales Contracts Message Severity Configuration .

6.1.11  Configure Release Authorized Parties

Administrators can configure the release authorized party for sales contracts.

Go to Business Configuration Implementations Projects Open Activity List Sales Contracts Maintain
Involved Parties and click the Active flag to activate Authorized Party.

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6.1.12  Define Custom Attachment Types for Contracts

Administrators can define additional documents types for attachments in contracts.

1. Go to Business Configuration Implementation Projects Open Activity List Customer-defined

documents types for attachments .
2. Under the section Usage, select Contract Header.
3. Click Add Row.
4. Enter an additional document type.
5. Save your entries.

Open a contract and navigate to Attachments, click Add to view the list of attachment types.

6.1.13  Configure Contract Creation in Full Create Mode

Administrators can configure settings to create contract in full create mode. This allows you to skip a few
additional UI steps required when creating in the quick create mode.

1. Navigate to Administrator Service and Social Contract Configuration .

2. Toggle the switch Create Contracts in detail view to Yes.
3. Sign out and sign in again to activate the change.

6.1.14  Configure Contract Payment Terms

You configure payment terms in the solution, based on company business needs. Payment terms define when
an invoice must be paid, and whether a discount is applicable, depending if payments were made within the
agreed upon time period.

Configure payment terms for contracts under Business Configuration Implementation Projects . Select
your project and navigate to Open Activity List Fine-Tune Accounts Maintain Payment Terms.

When working from the:

• Contracts Header, view the Payment Terms. Click the dropdown to select the correct payment term.
• Contracts Items tab, view the payment section in General Data. Click the dropdown to select the correct
payment term.

6.1.15  Modify Contract Types Using the Data Workbench

Administrators can use the Data Workbench to modify sales contract types even after they are created.

1. Navigate to Data Workbench Export .

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 2. Search Contract and enter all the details in filters. Ensure to select Type under Select a field.
3. Select Next and Export Data.
4. Change the type in the downloaded file.
5. Navigate to Data Workbench Import .
6. Choose Individual Object and select Update.
7. Search Contract and click Next.
8. Upload the file.
9. Click Next and Import.

6.1.16  Configure Excel Export Restriction for Contracts

Administrators can configure a restriction so that business role users cannot perform Excel exports for sales
contracts.

1. Navigate to Administrator General Settings Business Roles .

2. From the dropdown select All Business Roles. Ensure to select a role that includes the contracts work
center.
3. Choose Edit.
4. Navigate to Fields & Actions Business Actions Restrictions Add row and search for Microsoft Excel.
5. Choose Disabled and Close.

 Note

Choosing Unrestricted enables the user to export the contracts to Microsoft Excel.

6.1.17  Remove Personal Data in Contracts

The depersonalization function allows users to remove personal data from a business object, such as
contracts, to ensure compliance with the applicable data protection requirements.

Depersonalization is only available for users with access to the Data Protection and Privacy work center.

The Data Privacy Management tab allows those responsible for data protection issues in an organization to
respond to personal information removal and disclosure.

Remove personal data in contracts by navigating to Contracts All More Depersonalize.

Related Information

Personal Data Protection and Privacy

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6.1.18  Configure Blocking Reasons for Sales Contracts

Administrators can configure blocking reasons for Sales Contracts.

1. Go to Business Configuration Implementation Projects .

2. Select your project and navigate to Open Activity List Accounts Sales Document Order Block
Assignment to configure the blocking reasons.
3. Select Add Row and assign a reason for blocking.
4. Choose Save and Close.

6.2 Create Contracts

Users can create a contract and add details such as name, dates, and involved parties.

 Note

A contract can be valid for a complete account hierarchy.

You can create the contract, request pricing, and send it to the customer for review before activating it upon
receipt of the customer’s signature.

As long as contracts are in negotiations, such as an internal or external review process with customers, the
contract status will remain with status In Preparation.

You also have the option to select from existing contract templates which are usually created by your contract
administrator or manager. As an end-user, the contract template will help you save time by pre-populating
fields especially for standard customer contract requests.

Some companies only have a fixed (standard) number of contracts. Therefore, customized contracts will not be
created and the contract representative will select one of the company’s standard contracts.

6.2.1  Create a Contract

Learn how to create a contract.

1. Navigate to Contracts Create ( ).

2. Add contract details.
3. Save your entries.

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[Link] Define Contract Item Types

Administrators can explore and learn how to define contract item types.

Item types determine how an item category behaves in a contract. Item types are not necessary, but are
relevant if you replicate quotes with an on premise system and administrators should remember to configure
document types.

You can define alternative item types for the item types delivered in the standard solution. These alternative
item types are then displayed for the corresponding items under the Items tab for contracts. You can use these
custom item types to process items based on SAP ERP item categories. You can also use item types for, in
order simulations to retrieve external pricing.

Define your own item types to reflect your company practices:

1. To quickly navigate to the fine-tuning activity, go to Business Configuration Overview Sort by:
Activities Search and type Sales Contracts.
2. Click Sales Contracts Item Types Maintain Item Types .
3. Click Add Row.
4. Enter the desired details and Save and Close your entries.

[Link] Configure Sales Area Defaulting for Sales Contracts

As an administrator, you can configure the sales area defaults for sales contracts.

Configure Sales Area Defaulting for sales contracts by navigating to Business Configuration
Implementation Projects . Select your project and navigate to Edit Project Scope Questions Sales
New Business Sales Contracts Business Option: Sales Area Determination for Contracts and enable the
scoping question Do you want to enable users to default and specify, per contract, a predetermined combination
of sales org., distribution channel and division?

[Link] Configure Number Ranges for Contracts

Administrators need to configure number ranges to define the range of numbers assigned to sales contracts.

1. To quickly navigate to the fine-tuning activity, go to Business Configuration Overview Activities

Search and type Sales Contracts.
2. Navigate to Sales Contracts Maintain Number Range .
3. On the following screen, review the default begin and end number.
4. Click Save and Close.

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[Link] Configure Message Severity for Contracts

Upgrade, downgrade, or hide the severity level of errors and warnings for contracts.

You can configure message severity using the sales contract fine-tuning activity.

1. Navigate to Business Configuration Implementation Projects

2. Choose your project.
3. Navigate to Open Activity List Fine-Tune Sales Contracts Message Severity Configuration .
4. Set the severity status and click Save and Close.

[Link] Create Contract in Full Create Mode

Administrators can configure settings to create contracts in full create mode.

This feature allows you to skip additional steps that are required to create a contract in quick create mode.

Use full create to start a new contract in the contract list or in the Contract tab of customer master data.

[Link].1 Configure Contract Creation in Full Create Mode

1. Navigate to Administrator Service and Social Contract Configuration .

2. Toggle the switch Create Contracts in detail view to Yes.
3. Click Save and Close.
4. Sign out and sign in again to activate the change.

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6.2.2  Create a Contract from a Template

Create contracts using templates which automatically populate data in selected fields.

Context

Contract Templates can be used to accelerate and standardize contract creation.

Procedure

1. Create a new contract in the Contracts work center.

2. Click Contract Template.
3. Select the desired sales contract template.
4. Accept the template default contract data.
5. Click Save and Open.
6. Assign remaining entries such as the Customer details.

6.2.3  Add Contract Items from a Template

Learn how to create a contract item from a template.

1. Open the contract.

2. In the Items tab, navigate to More Add from Template .
3. Search and select the template.
4. Click OK.
5. Enter all the entries and Save it.

6.2.4  Create Contracts from Accounts and Individual

Customers

Users can create a contract from accounts or individual customers.

1. Open an existing account or individual customer.

2. Go to the Contracts tab.
3. Click Create( ).
4. The account you opened in the previous step is defaulted in the new contract.

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  Note

The contract type is defaulted and equal to the type applied by the user in the last contract setup.

 Note

You can also default the sales area.

6.2.5  Create a Contract from an Opportunity

You can create contracts directly from the opportunity and some relevant details are copied to the contract. If
desired, you can bypass creating an opportunity and create a contract (proposal) directly.

Context

In some cases, a customer might during their decision and proposal process inquire about a contract before
purchasing it which is why an opportunity is created for a contract.

For the companies providing contracts, opportunities are an indispensable prerequisite for calculating the
company revenue forecast.

Procedure

1. Navigate to Opportunities Create ( ).

2. Enter the required details such as the opportunity name, account, and owner. Click Save and Open.
3. Enter additional opportunity details such as the sales team and expected value.
4. Navigate to the Contracts tab of the opportunity and click New.
5. Save your entries.

6.2.6  Create a Related Contract

Create a related contract by copying everything into a new contract except the contract ID, external reference,
signed on, begins on, ends on, and internal comment.

Context

Related Contracts are associated and processed, for example, in contract renewal process.

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Procedure

1. Go to Contracts and open the contract from which you want to create the related contract.
2. Go to Related Contracts tab and choose New.
3. Enter the entries, such as Signed On, Begins On, and Ends On.
4. Click Save and Close.

6.2.7  Block Creation of Contracts

You can maintain blocking reasons to block creation of Sales Contracts for specific accounts.

To use this feature, administrators must select the fine-tuning activity Accounts Sales Document Order
Block Assignment and assign blocking reasons to the contract document type.

6.2.8  Assign Territories to Contracts

Users can assign one territory to a contract, as well as search for and display territory changes in contracts.

To assign a single territory to a contract (noting that only one territory per contract is allowed),

1. Create a new contract.

2. Enter the contract details.
3. In the Overview tab, navigate to Organizational Data and click the field help for Territory.
4. Use the value selector to filter territory displays, such as:
• All Territories
• Related Territories

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 • My Territories
• My Related Territories
5. Select a territory to assign to your contract and save your entries.
6. Territories assigned to contracts appear in the contract Overview, Quick view, as well as the contract list.

 Note

Territory modifications made to contracts appear in the Contract Changes tab.

[Link] Create Realignment Runs for Contracts

As an administrator, learn how to define a territory realignment run for contracts.

Follow the procedures to define a realignment run for contracts and territories.

To define a realignment run for contracts and territories, proceed as follows:

1. Choose Sales Realignment Runs. New .

A wizard appears to help you create a realignment run.
2. Specify the account for the realignment run.
3. Define rules for calculating territory owners. These rules determine how accounts are assigned to
territories.
4. Choose Next.
5. In this step, you can add accounts that you want to maintain manually as exceptions to the rules you
defined.
6. Choose Next.
7. In this step of the wizard, enter a title for the realignment run.
8. Choose Create.
In the last step of the wizard, the system displays the ID of your realignment run and provides information
about where to find it.
9. To display the realignment run, choose the title of the realignment run, which appears as a link.
On the overview screen that appears, you can see the status, details, and results of the realignment. You
can also access your realignment run as described in the task Realigning Contracts and Territories.
10. Make the changes you defined in this realignment run by realigning contracts and territories.

[Link] Access Restrictions for Contracts with Territories

Learn how to maintain access context for the Contracts work center.

1. Open the business role by clicking the work center Administrator General Settings Business Roles
and select the hyperlink of the business roles you want to assign an access context to.
2. Select View all and click the Access Restrictions tab.
3. Select the CONTRACT_WCVIEW assign territory access context to it.
4. In the Read Access field, select Unrestricted or Restricted.

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  Note

Choosing Unrestricted means that the user has access to all business data related to the tab. Choosing
Restricted means that the user only has access to specific business data, depending on the access
context.

5. Choose Restricted to restrict the read access further.

 Note

Not every work center tab has access context that can be modified.

From the Restriction Rule dropdown, select the desired rule for the contract work center tab:
• Territories (Employees for Managers)
• Territories, Employees
• Territories
• Employee Accounts (Account and Territory Team)
6. In the Write Access field, select Unrestricted, Restricted, or No Access.

 Note

Choose only No Access if the Write Access has been set to Restricted and this selection means that the
user has no write access to the work center tab.

7. If you choose to restrict the Write Access, from the Restriction Rule dropdown, select the desired rule you
wish to restrict.

6.3 Maintain Contracts

Once users have created contracts, they can modify contract details such as updating or adding the involved
parties, billing plan, customer call notes, as well as assigning territories assignment. When working with
contracts, users benefit from the basic and advanced search to easily query contracts.

6.3.1  Maintain Involved Parties for Contracts

Users can maintain involved parties on header level and item level.

1. Select a contract and choose Involved Parties and add or delete parties.
2. Administrators must navigate to Administrators Implementation Projects Open Activity List Fine-
Tune Activity Sales Contracts Maintain Involved Parties . Here you can decide which party roles you
want in your application.
3. Select a contract and choose Item. After adding a product, choose Involved Parties and add or delete
parties.

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4. Administrators must navigate to Administrators Implementation Projects Open Activity List Fine-
Tune Activity Sales Contracts Maintain Involved Item Parties . Here you can decide which party roles
you want in your application.
5. Party roles on item level are copied from header parties. If you do not need party roles for reporting or
follow-up processes, we recommend deactivating them in the item party schema.

 Note

Please keep the activation in the item schema in case a copy and follow-up action should also copy the
item party.

[Link] Define Custom Attachment Types for Contracts

Administrators can define additional document types for attachments in contracts.

1. Go to Business Configuration Implementation Projects Open Activity List Customer-defined

document types for attachments .
2. Place a check mark in the Usage section for Contract Header.
3. Click Add Row.
4. Enter an additional document type.
5. Save your entries.

Open a contract and navigate to Attachments, click Add to view the list of attachment types.

[Link] Use Release Authorized Parties in Contract

Determination

Learn how to use release authorized parties in contract determination.

Create a contract for an account. In the contract header, set the flag Include Authorized Parties. Next you can
add the party role Authorized Party.

 Note

If required, from a contract, add the Involved Parties tab.

[Link] Use Account Hierarchy for Contracts

When working with contracts in accounts, users can set up details that consider account hierarchies for
contracts.

1. Create a parent account with a child hierarchy.

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 2. From the parent account, navigate to Contracts and click Create ( ) to create a contract.
3. In the contract, place a check mark in the Include Account Hierarchy field.
4. Navigate to the Contracts tab of the child account .
5. Click Advanced Search (Involved Party is the Child account) and place a check mark in the Include Parent
Accounts field.
6. Search for and locate additional contracts from parent accounts.

[Link] Use Customer from Ship-To Party Role

Determination

Learn how to configure and use the determine customer for ship-to party roles in account relationships for
contracts.

 Remember

Administrators need to first maintain involved parties. Go to Business Configuration Implementation

Projects Open Activity List Sales Contracts Maintain Involved Parties . Go to party role account and
click Maintain Determinations and flag the determination steps for the account.

Follow the steps to determine customer for ship-to party roles in account relationships for contracts.

1. Open an existing account.

2. Click the account Relationships tab.
3. Add the relationship Has ship-to party and the related business partner.
4. Click contract Quick Create or create a new contract.
5. Select the contract type, sales.
6. Enter the ship-to party and the customer is automatically displayed and defaulted.

6.3.2  Modify Contract Types Using the Data Workbench

Administrators can use the Data Workbench to modify sales contract types even after they are created.

1. Navigate to Data Workbench Export .

2. Search Contract and enter all the details in filters. Ensure to select Type under Select a field.
3. Select Next and Export Data. Modify the type in the downloaded file.
4. Navigate to Data Workbench Import .
5. Choose Individual Object and select Update. Search Contract and click Next.
6. Upload the file. Click Next and Import.

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6.3.3  Copy and Paste Product Mass Entries in Sales
Contracts

Users can copy items from Excel using the copy and paste function in the product table.

This task allows you to quickly paste Items and Entitled/ Excluded Services & Parts. Ensure that the copied data
exactly matches the order of columns in the user interface.

1. Open a contract.
2. Go to the Items tab of a contract.
3. Click the Paste icon and the paste field appears.
4. Click in the Paste supported source data, such as Excel field.
5. Use your keyboard paste function, such as Ctrl + V (or Shift + Insert) to paste the data in the field.

6.3.4  Contract Summary

Once you have entered all the details in a contract, you can generate a PDF summary of the contract.

1. Choose the contract and navigate to Actions Preview .

2. A summary of the contract opens up in a new window.

6.3.5  Manage Access Restriction for Contracts

You can assign access rules to users for Contracts.

For users with assigned Business Roles, you can set Read and/or Write Access Rules for Contracts via Access
Restrictions.

1. Open the business role by clicking the work center Administrator General Settings Business Roles
and select the hyperlink of the business roles you want to assign an access context to.
2. Select View all and click the Access Restrictions tab. Here, you can assign access rules.

Restriction Rule Rule Description

01 Employee Access only if employee forms part of at least one of the

Involved Parties used in the contract.

02 Sales data of Employee Access only if Employee Sales Data (Sales Organization,
Division, Distribution Channel) is equal to the Sales Data
used in Contract.

03 Employee, Sales Data of Employee Access only if the employee forms part of at least one of the
Involved Parties of the contract or the Employee Sales Data
(Sales Organization, Division, Distribution Channel) is equal
to the Sales Data used in the Contract.

04 Sales Organization of Employee Access only if the Sales Organization is equal to the Sales
Organization used in the Contract.

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 Restriction Rule Rule Description

05 Employees for Managers Managers have access to all the contracts of the employees
they are responsible for.

06 Employee, Accounts (Account Team) Access if the employee is directly assigned as involved
party in the contract and/or if employee is assigned to the
Account Team of the Contract Account.

07 Employees (for Non-Managers) Access based on the employee and employees assigned to
user’s org unit (including all sub-units)

08 Territories, Employees (for Managers) Access based on employee, territory assignment, sales
data, involvement of employees reporting to user in org unit
(including sub-units)

09 Territories, Employee Access based on the employee and territory assignment

Access based on the employee only.

10 Terrotories Access based on the employee’s territory assignment only

(incl. sub-territories)

11 Employee, Accounts (Account and Territory Team) Access based on the account via direct employee
assignment (max 1000 accounts!) and employee

99 Define Specific Restrictions

6.3.6  Use Contract Queries

You can use the predefined contract queries to display relevant contracts or download contracts for offline.

The predefined contract queries are:

• Contracts Expiring Soon

The query lists the contracts which will be expired within next 28 days.
• Contracts for My Territories
The query lists the contracts with same territory as you are assigned to.
• My Contracts
The query lists the contracts where you are assigned as the Involved Party of Contract Administrator
and/or Employee Responsible.
• My Customers' Contracts
The query lists the contracts of the specific customers whose account teams you are assigned to,
regardless of the role you are assigned in the account teams.
• My Team's Contracts
The query lists the contracts where you or any of your team members are assigned as Involved Party of
Contract Administrator and/or Employee Responsible.

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6.3.7  Manage Territory in Contracts

Territory of Contracts is aligned with Territory of Accounts.

Contracts are included as part of the realignment runs while single territory per account is configured. When
the territory of an account is updated, the territory of the associated contracts is also updated. The update
interval for open contracts is 8 minutes and for closed contracts is 30 minutes.

6.3.8  Use Incoterms in Contracts

Incoterms inform sales contracts the respective obligations, costs, and risks involved in the delivery of goods
from the seller to the buyer.

6.3.9  Maintain Notes

Track notes in the History Mode.

You can get clear insights on customer negotiations and change requests.

 Note

Notes in history mode aren’t replicated to or from SAP ERP or SAP S/4HANA.

Procedure

Enable this feature under Contract Adaptation mode Add hidden Note Reply from Customer .

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6.4 Contract Integration

Administrators can integrate SAP Cloud for Customer, SAP ERP, and SAP S/4 OnPremise thereby deciding
how a contract transfer must behave and defining the sales contract document types in other solutions in SAP
Cloud for Customer.

6.4.1  SAP ECC Inbound Replication for Contracts

Administrators can define SAP ECC contract transfer behavior in business configuration for contracts.

For each document type an administrator should select one of the following contract replication type:

• Bi-directional - Contract changed are transferred to and from SAP ECC.

• Inbound - Contract changed are only transferred from SAP ECC.

 Remember

If none of the replication selections are made (blank selection), contract changes are not transferred to or
from SAP ECC.

Administrators can configure contract replication by navigating to Business Configuration Implementation

Projects Open Activity List Sales Contracts Maintain Document Types.

6.4.2  Define Contract Document Types for SAP ERP

Integration

Administrators can define sales contract document types for SAP ERP and SAP S/4 OnPremise with SAP
Cloud for Customer sales contracts.

The fine-tuning of Document Types allows multiple settings for SAP ERP and SAP S/4 OnPremise integration.
You can leverage each document type as a special business scenario/use case. Depending on your
requirements, you can create multiple document types for your desired business scenarios.

Navigate to Business Configuration Implementation Projects . Select your project and choose Open
Activity List. From the Fine-Tune tab, choose the Sales Contract activity. Select Document Type and choose
Maintain Document Types. Select Add Row to define a new document type. Your codes should start with the
letter Z. Choose Save and Close.

 Note

Select an existing document type to modify it.

External Pricing – A check in the box enables an external application such as SAP ERP or SAP S/4 OnPremise,
synchronously requests prices. The transaction simulation determines not only pricing, but sales quotes, free
goods, product availability, and credit status based on SAP ERP and SAP S/4 OnPremise customizing for this

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document type. From SAP Cloud for Customer, you trigger the external application, by clicking Action
Request External Pricing.

Replication – Administrators define the sales contract transfer behavior from your SAP ERP or SAP S/4
OnPremise system, to your cloud solution by selecting one of the following options:

• Bi-directional – Sales Contracts edits in your cloud solution are replicated to your SAP on-premise system,
syncing both contracts.

 Remember

Your SAP ERP and SAP S/4 OnPremise system is the leading system for these contracts.

• Inbound – Contract edits completed in your cloud solution are not replicated to your SAP on-premise
system. Those contracts are overwritten if further replications are triggered from your SAP on-premise
system.

 Note

We recommend that you control editable fields and actions from the page layout and only open
extension fields that do not require replication. (Creation of the sales contract is only possible in SAP
ERP and changes performed in SAP Cloud for Customer are not sent to SAP ERP).

• Empty – Leaving this field blank indicates the sales contract stays in SAP Cloud for Customer, but this
option still allows you to request external pricing.

 Note

This configuration only applies to new sales contracts. Existing contracts behave using the inherited
document type configuration. They behave as specified from the previous active document type
configuration.

Asynchronous Pricing – Administrators can modify the settings for external pricing. A synchronous call is
required to retrieve the complete pricing result from the SAP ERP or SAP S/4 OnPremise system to your cloud
solution. Replicated sales documents also require a synchronous pricing update once the sales document is
updated during a save in SAP Cloud for Customer.

With this configuration, if the document was previously replicated, administrators can disable the synchronous
pricing call to the external system. In addition, you can disable the synchronous call completely, which is valid
for contracts created in your cloud solution. For both configuration options, the pricing status needs to be
calculated successfully through the asynchronous call from the external system. Select the option that suits
your business needs.

• Empty – Leaving this field blank triggers an automatic (once replicated) synchronous pricing call activation
(You see pricing-related errors, but configuration has performance impacts.).
• After replication – If document was replicated successfully, an automatic synchronous pricing call is
deactivated.
• Always – An automatic synchronous pricing call is always deactivated (leads to a performance advantage,
but possible pricing call error messages are no longer displayed directly in the UI, only asynchronously).
No matter the configuration, you can trigger pricing synchronously by clicking Action Request External
Pricing. With this configuration, avoid contract approvals that include external pricing elements.

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  Note

To avoid data inconsistencies between SAP ERP or SAP S/4 OnPremise and SAP Cloud for Customer, only
replicated contracts are used in tickets.

 Remember

Only new sales contracts inherit changes in the document type configuration. Existing contracts behave as
specified in past active document type configuration.

6.5 Contracts Offline

Learn about viewing sales contracts in offline mode.

You can view only six features in offline mode: Facet Overview, Involved Parties, Notes, Attachments, Items, and
Activities.

6.5.1  Use Offline Contract Deviation Sync Transfer Details

Administrators can explore the contract offline sync tranfers details.

No deviation (typical use case) - Proposed [e.g. offline] Contract = ´[online] Contract´ ´Conflict´ constellation:

MOST APPLIBALE CONTRACT: applicable ´ Proposed Contract ´ [= that is the most applicable Contract in
online mode] was transferred from offline to online field ´Contract´

APPLICABLE CONTRACT: applicable ´Proposed Contract´ [~ and no most applicable exists in online mode]
was transferred from offline to online

NO CONTRACT PROPOSED: (as in online)

Deviation:\u000BRecommendation is to set up Workflow Rules for Tickets with critical Contract Transfer
Detail Values (such as ´inapplicable proposed contract…´, ´no contract proposed´) to filter and check final
Contract Assigment to these Ticket Items:

TRANSFERRED BUT MOST APPLICABLE EXISTS: applicable ´Proposed Contract´ [~ but most applicable
Contract exists in online mode but was not taken] was transferred from offline to online.

INAPPLICABLE CONTRACT NOT TRANSFERRED: inapplicable ´Proposed Contract´ [=in online mode this
contract can not (!) be determined] which was not transferred from offline to online.

NO CONTRACT PROPOSED BUT MOST APPLICABLE CONTRACT EXISTS: no ´Proposed Contract´ [~ but
most applicable Contract exists in online mode] was transferred from offline to online

NO CONTRACT PROPOSED BUT APPLICABLE CONTRACT EXISTS: no ´Proposed Contract´ [~ but applicable
Contract exists in online mode] was transferred from offline to online

Resolution of Deviation: underlying Question is: Should the online or the offline determined contract ´rule´?

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If online contract item should be used (normally better since offline is only a proposal) then trigger action
Redetermine, select manually the contract item in OVS or use value:

INAPPLICABLE PROPOSED CONTRACT REJECTED

If offline contract item should be used (rare use case) then set the “Contract Transfer Detail”:

PROPOSED CONTRACT MANUALLY ACCEPTED: Accept offline proposal [= a) no ´ Proposed Contract ´

was manually assigned offline (e.g. no contract warranty due to customer fault) nevertheless even if online
applicable contracts exist: then no contract should be set online. b) an applicable ´ Proposed Contract ´
was determined offline and this one should be used although other/ most applicable contract(s) online
exist(s)]\u000BINAPPLICABLE PROPOSED CONTRACT ENFORCED inapplicable ´Proposed Contract [=in
online mode this contract can not (!) be determined] which nevertheless was transferred from offline to online
and there enforced to online field ´ Contract ´

6.6 Contract Pricing

Learn how the system uses contract pricing to determine the price of a material based on the contract.

6.6.1  Request External Pricing from SAP ERP

The contracts solution retrieves complete price information including tax from the SAP ERP external system.

Context

Your administrator has set-up external pricing in your solution so that you can retrieve complete price
information from SAP ERP for your sales contracts.

Complete all of the steps below before you request external pricing from SAP ERP.

Procedure

1. Open the contract which should already include the items.

2. Navigate to the Items.
3. Select Billing Plan to add the customer’s desired details, such as how and when they want to be billed.
These prices will vary depending on how your administrator has set-up the solution.

4. Navigate to Pricing where you can enter various types of discounts per line item.
5. Save your entries.

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 6. Select Request External Pricing in order to retrieve the pricing from the external SAP ERP system. If
external pricing is selected, a synchronous call is required to retrieve the complete pricing result from the
SAP on premise system to your cloud solution. Replicated sales documents also require a synchronous
pricing update once the sales document is updated during save. With this configuration, you can disable
the synchronous pricing call to the external system, if the document was previously replicated. In addition,
you can disable the synchronous call completely, which is also valid for quotes created in your cloud
solution. For both configuration options the pricing status needs to be calculated successfully through the
asynchronous call from the external system. The user can still trigger pricing synchronously by clicking the
action.

Now all of the details the customer needs in order to sign the contract are available.

7. Select Preview Send and the customer will receive a preview of the contract document.

Once the customer signs the contract it should be sent back to your company.
8. Select Activate and the contract status is changed to Active or Ready (if the contract is agreed but only
valid for a future date).

9. Navigate to Actions Transfer and the contract is sent to SAP ERP where all details are stored and a
contract is created.

The solution will provide you with transfer status information and the External ID from SAP ERP.

The contract ID displayed in the contract header is the number created by SAP Service Cloud. The External
Reference is any number or set of characters the customer desires to use and is entered manually in the
header by the contract administrator or associate.

6.6.2  Check Output Pricing to View All Price Components

Administrators can enable the new action Check Output Pricing using adaptation mode. This action allows
users to view all price components that are available in the output form message as now they are defined as
print relevant in the system.

6.7 Contract Reporting

Create reports using the data collected from your contracts to better understand them and make
improvements.

6.7.1  Create a Report

Administrators can configure Contract, Contract Item, and Contract Involved Parties in a report by navigating to
Business Analytics Design Data Sources and selecting the data source..

After configuring, follow these steps to create a report.

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1. Go to Business Analytics Design Reports New .
2. From the guided activity, follow the steps beginning by entering a report name.
3. Select a data source: Contract - CRM_CONTRACT_HB, Contract Item -CRM_CONTRACT_IB, or Contract
Involved Parties -CRM_CONTRACT_PTYB.
4. Define the variables.
5. Review your entries and save your changes.
6. Create a view for your report.

6.7.2  Restrict Excel Export for Contracts

Administrators can configure a restriction so that business role users cannot perform Excel exports for
contracts.

1. Navigate to Administrator General Settings Business Roles .

2. From the dropdown select All Business Roles. Ensure to select a role that includes the contracts work
center.
3. Choose View All.
4. Navigate to Fields & Actions Business Action Restrictions Add row and search for Microsoft Excel.
5. Choose Disabled and Close.

 Note

Choosing Unrestricted enables the user to export the contracts to Microsoft Excel.

6.8 Sales Contract Determination and Assignment in

Tickets

Learn how the system uses contract determination to search for and reference to existing contracts created in
the system as well as the assignment of tickets in contracts. Contracts are determined orders if they have the
same product, customer (sold-to party), and org. data (sales org unit, distribution channel, and division).

1. Navigate to Business Configuration Implementation Projects Open Activity List Fine-Tune Sales
Orders or Sales Quotes .
2. Select Maintain Document Types.
3. Choose Check at item level or Check at item level and copy if unique for the selected document type.

 Note

Check at item level: The message informs the user if a valid sales contract exists.

Check at item level and copy if unique: When there is only one valid sales contract, the default contact
item appears, otherwise a message shows up.

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6.9 Contracts and Tickets

Learn how agents can navigate from the ticket contract hyperlink directly to the contract, search for contracts,
and embed tickets in contracts.

6.9.1  Display a Ticket from a Sales Contract

Users can display tickets directly from a sales contract by navigating to Contract and searching for or selecting
a contract. From the contract, navigate to the Ticket tab.

6.9.2  Sales Contract Determination in Tickets

Contract are determined and automatically added to a work ticket during ticket creation. This also applies to
a SLA (service level agreement), which might form as part of a contract that you would be able to view after
ticket determination in the ticket header.

The following are some features of contract determination in a ticket:

• Contract determination in a ticket occurs based on ticket header information and item data.
• There is no direct dependency between the contract determination given by ticket header and the
contracts determined by the ticket items.
• It is possible to maintain multiple contracts in item level.
• Contract hierarchy is supported.
• Setting different contract determination logic and parameters is possible via BaDI implementation.

6.9.3  Choose Item Processing Codes for Quantity Sales

Contracts

Learn about item processing codes and how the target, release, and remaining quantities are calculated as well
as the affect on your sales tickets (items).

With quantity contracts, you can administer contract determination for defined products which should be
restricted in a period to a specific target quantity.

Businesses typically use quantity contracts when they need to:

• Enable a flexible contract design based on individual customer business needs.

• Keep their contract cost risk within an acceptable limit.
• Offer an easy and intuitive contract set up without operating errors.
• Stay informed about contract usage details.

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In general, code types are used in tickets (items) to determine how items (and their related products) are
handled in the business process. Therefore, if you have contracts in the system, the code types you choose
when setting up item processing codes have a considerable influence on the way your business works with
quantity contracts. Mainly, the choices made will result in how the target, release, and remaining quantities are
calculated, so consider these factors when setting up your solution.

Whether the item processing code increases, decreases, or has no impact in ticket items, you’ll find various
transaction processing type codes depending on your solution set-up. Depending on the item processing code,
different handling for quantity call off (release) in contract items are relevant.

6.10 Contract FAQs

Having trouble using contracts? Check this list of questions and answers for help.

6.10.1  Can I use custom fields in a contract?

You can use adapted fields in contracts.

Yes, creation or adaption of customer fields are possible and will be considered for contract template usage.

6.10.2  How do I search for expiring contracts?

Your administrator can set-up work flow solutions to be used for renewal purposes.

These work flows can be set-up using notifications and/or opportunities informing you in advance when
contracts are due to expire. In addition, with the Contracts Expiring Soon query you can filter for contracts
where the Ends On date lies between the current date and the current date plus 28 days.

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6.10.3  What checks are made during contract activation?

When you activate a contract, the system checks if the contract has a start and end date and the if end date is
after the start date to ensure that the contract is valid.

6.10.4  Can users display SAP ECC status for contracts?

Users can view SAP ECC statuses in the Contracts overview. The External Status, External Reference Status
(relevant only for sales quantity contracts call-offs), and External Invoice Status are available on the header and
item level.

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7 Sales Quotes

Sales quote processing is used when offering products to customers and prospects in accordance with specific
terms with fixed conditions.

Sales quotes are presented to existing customers, prospects, or potential buyers to have the chance to review
the costs of products or services your company offers.

Quotes can be created directly from an opportunity and include the products from that opportunity. With SAP
Cloud for Customer, your company sales professionals can create and maintain quotes using a desktop or a
tablet device, either online or offline.

Your administrator creates and then activate product lists to be used in your quotes. With product lists, you
can combine a set of products associated with accounts. When you create a sales quote for accounts that has
associated product lists, the product list appears in the form.

You can quickly create a quote, copy one, or modify an existing quote. You add or update items (products
and or services) that reside in your company database. You can also add and view more details such as
external references, notes, and involved parties. A company administrator configures and modifies the fine-
tuning activity for sales quotes to meet the needs of your company. This solution set-up offers you, the sales
representative, more possibilities to work with quotes to meet your needs.

With the solution, you can collaborate with your sales team or other colleagues and set-up approval workflows
before presenting quotes to customers or prospects. Elements that affect quotes such as party processing,
document types, integration, and follow-up documents, are configured by your administrator to enhance the
sales quotation process.

Example

A sales representative creates a sales quote from an opportunity. Involved parties, products, as well as related
quantities are copied to the sales quote.

The Administrator has set-up the solution, which uses details such as accounts, products, and date to
calculate net value. The sales representative can overwrite the automatically determined prices and discounts
or add further discounts and surcharges. Depending on the system configuration, the sales quote may require
approval, when thresholds such as total net value or total given discounts are exceeded.

The sales representative sends the sales quote to the customer according to the output settings. If the
customer accepts the sales quote, it can be set to Won and the status changes to Completed. With an external
integration, such as SAP ERP, you can also transfer the sales quote into a sales order in the external system.

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7.1 Scope and Configure Sales Quotes

Administrators can configure sales quotes using scoping, scoping questions, and fine-tuning activities.

 Recommendation

We recommend that you review all the scoping questions in the areas that are relevant and that you have
included in your scope. When you select a question, more information appears on the tabs in the details
section of the screen.

Scoping questions and fine-tuning activities that are straightforward may not be included in this list.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Scoping Sales Product and Service Portfolio for Sales Sell Standard Products .

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Scoping Sales New Business Sales Quotes .

7.1.1  Enable Sales Quotes

To use sales quotes, administrators must add the ability to sell standard products, and activate sales quotes to
the scope of the project.

Sales quotes enable you to sell products and services to prospective customers interested in your them. You
can offer prospects a quote with product details, including prices and discounts.

 Recommendation

When you log on as an administrator, you can find the scoping questions under Business Configuration
Implementation Projects . Select your project and navigate to Edit Project Scope Implementation
Focus Questions Sales Product and Service Portfolio for Sales Sell Standard Products Business
Option: Sell from Stock . Review and place a checkmark under You will be able to sell products.

7.1.2  Define Item Types

Administrators can explore and learn how to define item types.

Item types determine how an item category behaves in a sales document. Item item types are not necessary,
but are relevant if you replicate quotes with an on premise system and administrators should remember to
configure document types.

You can define alternative item types for the item types delivered in the standard solution. These alternative
item types are then displayed for the corresponding items under the Products tab for sales orders. You can use
these custom item types to process items based on SAP ERP item categories. You can also use item types for,
in order simulations to retrieve external pricing.

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Define your own item types to reflect your company practices:

1. To quickly navigate to the fine-tuning activity, go to Business Configuration Overview Sort by:
Activities Search and type Sales Quotes.
2. Click Sales Quotes Item Types Maintain Item Types .
3. Click Add Row.
4. Enter the desired details and save your entries.

 Note

If you want to define an item as a free sample or free good that should not affect pricing, flag it as Not
Relevant for Pricing. When an item that is not relevant for pricing is added to a quote, it will not contain a
price. However, you can still add a price for this product manually.

7.1.3  Define Item Type as Not Pricing Relevant

Administrators can define items as a free sample or free good so that pricing is not affected.

You can define item types as not pricing relevant. The activity allows users to only add the item type to the item
without setting the price to zero or a 100% discount. For example, a product is added to quote as a free good or
sample.

1. To quickly navigate to the fine-tuning activity, go to Business Configuration Overview Activities

Search and type Sales Quotes.
2. Click Sales Quotes Maintain Item Types .
3. Click Add Row or select existing row.
4. Place a checkmark in the Not Pricing Relevant box.
5. Save your entries.

 Note

This Not Pricing Relevant item type is available in external pricing and offline pricing sales orders. You can
still add a price for this product manually.

7.1.4  Define Item Increment per Document Type

Administrators need to define item increment numbers, which allow you to control Item Increment and Sub
Item Increment ranges.

1. To quickly navigate to the fine-tuning activity, go to Business Configuration Overview Activities

Search and type Sales Quotes.
2. Click Sales Quotes Maintain Document Types .
3. Click Add Row or select an existing row.
4. Enter or modify the desired Item Increments.

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 5. Save your entries.

 Note

Increment configuration eliminates limitations for bill of materials (BOM) explosion when there are
many Sub Items in external pricing.

7.1.5  Configure Follow-up Item Type Determination

Administrators can set up your solution to determine the item type for follow-up documents. The follow-up
sales quote to sales order process allows you to copy item types that are used for SAP ERP and CRM
processing.

1. To quickly navigate to the fine-tuning activity, go to Business Configuration Overview Activities

Search and type Sales Quotes.
2. Choose Maintain Follow-Up Item Determination.
3. Choose Add Row.
4. Enter the desired details and save your entries.

 Note

Users can use adaptation or personalization to add the item type to the sales quote product table.

 Note

You can also use code list restrictions to filter item types based on a document type.

7.1.6  Configure Code List Restrictions

Administrators need to configure code list restrictions to restrict the display of certain code values for a
specific set of users in quote and order documents.

1. Go to Administrator General Settings Code List Restrictions .

2. Click New.
3. Select the desired BO field, such as Party Roles, Payment Terms, or Reason for Rejections.
4. Maintain the restrictions and save your changes.

7.1.7  Configure Number Ranges

Administrators need to configure number ranges to define the range of numbers assigned to sales quotes.

1. To quickly navigate to the fine-tuning activity, go to Business Configuration Overview Activities

Search and type Number Ranges.

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2. Click Maintain Number Range.
3. On the following screen, review the default begin and end number that applies to sales quotes in the
solution.
4. If you wish to define a different number range, choose Change Current Number.
5. On the following screen, enter the new current number, then click Save and Close.
6. Click Save and Close again.

7.1.8  Create Document Types

Administrators can create and maintain document types. They can be used in the system and within reports to
filter documents.

Procedure

1. Navigate to Business Configuration Overview Activities Search and type Maintain Document
Types.
2. Click Add Row and enter the required document type code and a description.

Decide whether you want to enable your document type for Direct Customer Acceptance. This means that
a quote does not need printouts or a confirmation because the customer has already accepted the quote
directly during the sales rep visit.

Depending of your scope decide whether you want to enable the document type for External Pricing. This
means that the prices are calculated in an external system and are shown then in the quote.
3. If you want to define custom number increments for items or subitems, enter the increments you want to
use.

 Note

Increment configuration allows you to explode a bill of material (BOM) explosion with lots of subitems
via external pricing.

4. Save your entries.

Deleting Document Types

 Note

You can only delete document types that have not been used in the system. Select the entry you want
to delete and click Delete.

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7.1.9  Configure Payment Terms and Incoterms

As an administrator, you can configure payment terms and Incoterms (International Commercial Terms) to
define when an invoice must be paid as well as the charges you company or the buyer pays.

Locate the fine-tuning activity by navigating to Business Configuration Overview Search Accounts
and click Maintain Payment Terms.

1. Click Add Row.

2. Enter the desired details
3. Save your entries.

 Note

Payment terms are defaulted from the sales data of the account to the sales quote.

7.1.10  Configure Copy of Quote Pricing Date and Incoterms

If a sales quote is copied, administrators can configure the copying of the Pricing Date and Incoterms.

Procedure

1. To activate this action, navigate to Fine-Tune.

2. Select Sales Quote Document Types.

3. Select the desired Pricing Date configuration details.

Related Information

Configure Pricing Date [page 516]

Administrators can set the default Pricing Date to use in new Sales Orders and copied Sales Orders.

7.1.11  Configure Incoterms

Administrators need to configure incoterms.

1. Go to Business Configuration Overview Activities Search and type Incoterms.

2. Click Add Row.
3. Enter an Incoterm ID and description.
4. Set the Location Mandatory flag accordingly.

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5. Save your entries.

7.1.12  Configure External Pricing Call

Administrators can learn about external pricing call configuration to retrieve the complete pricing result from
SAP on premise systems to your cloud solution.

If external pricing is selected, a synchronous call is required to retrieve the complete pricing result from the
SAP on premise system to your cloud solution. Replicated sales documents also require a synchronous pricing
update once the sales document is updated during save.

If the document was previously replicate, with this configuration, you can disable the synchronous pricing call
to the system,. In addition, you can disable the synchronous call completely, which is also valid for quotes
created in your cloud solution. For both configuration options, the pricing status is calculated successfully
through the asynchronous call from the external system. The user can still trigger pricing synchronously by
clicking the asynchronous call action.

To configure external pricing call, go to fine-tuning activity Sales Quotes Document Types .

Asynchronous pricing does not expose Credit Limit, Credit Exposure Amount, or Credit Exceeding Amount. If
pricing simulation was triggered in the system once for that corresponding pricing procedure, you can add
conditions on header and item level. Pricing elements exposed to the item and header are also supported for
asynchronous pricing.

7.1.13  Configure Canceled Items in Total Value Calculation

For internal pricing, administrators can configure a reason for rejection to keep the total value in quotes and
orders, including quotes that are completely or partially lost.

To configure the canceled items in total calculation, go to Business Configuration Implementation Projects
Your Implementation Project Open Activity List Fine-Tune Reason for Rejection and choose the
desired Available Reasons for Rejection that should not reduce the Total calculation.

 Note

Canceled items are not displayed in the output message.

7.1.14  Configure Default Pricing Date

As an administrator, learn how to configure the default pricing date.

Define default logic for the Pricing Date.

• (Today's Date)
• Requested Date (Header)

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Configure the pricing date defaults by navigating to the fine-tuning activity Sales Quote Document Types .

Highlight the desired document type and select the desired logic type from the pricing date dropdown field.

7.1.15  Configure Default Requested Date

As an administrator, learn how to configure the default requested date.

Define the sales quote default requested date, which is available in the header area.

Configure quote validity and requested dates by navigating to the fine-tuning activity Date Profiles Date
Variable for Sales Sales Quotes .

Highlight the desired document type and select the desired logic type from the pricing date dropdown field.

 Note

The requested date on header is copied to requested date on items. Manually changed dates on items are
not overwritten by the header date.

7.1.16  Configure Inbound Quote Replication

Administrators can explore how to configure inbound quote replication to take place only from inbound SAP on
premise systems.

 Remember

Quote edits completed in your cloud solution are not replicated to your SAP on premise system. If further
replications are triggered from your SAP on premise system, edits are overwritten.

To configure inbound quote replication, go to fine-tuning activity Sales Quotes Document Types .

 Note

We recommend that you control editable fields and actions from the page layout, and only open extension
fields that do not require replication.

7.1.17  Configure Access Control for Sales Quotes

Administrators can learn how to configure user access to sales quotes.

Administrators restrict read and write access to sales quotes by navigating to Business Roles Access
Restrictions Access Context 1015 .

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  Tip

Select a Restriction Rule to view a brief summary of the rule.

7.1.18  Configure Workflow Rules

As an administrator, learn about configuring workflow rules triggers automatic e-mail messages, notifications,
field updates, and actions for sales quotes and other business objects.

Workflow rules are used to update fields in sales quotes. Administrator can define work flow rules for various
types of items:

• Accounts
• Contacts
• Individual customers
• Opportunities
• Tickets
• Contracts
• Sales Quotes
• Visits

Access the workflow rules worklist by navigating to Administration Business Operations Workflow
Workflow Rules .

You can also configure workflow rule recipient determination. This configuration allows users to select account
team and territory team notifications for sales quotes. Access the rule by navigating to Administrator
Workflow Rules . Define a new rule, under Recipient Determination, add a determination for Account Team and
or Territory Team.

7.1.19  Configure Approvals

Administrators can explore how to incorporate conditions into the sales quote approval process, such as limits
to the amount an approver is allowed to approve.

Activate the sales quote approval process under Business Configuration Implementation Projects . Select
your project and navigate to Edit Project Scope Sales New Business .

Once you scope sales quote, then you detail the approval process. For this step, you define the approval
conditions and an approver before the approval process is ready to use. Navigate to Administrator
Approval Processes .

 Note

At least one approval process must be active. To define an approval process, copy the default approval
process and adapt the approval validity, ensuring one process has an unlimited validity.

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7.1.20  Configure Sales Quote Versioning

Administrators can configure sales quote versioning, allowing users to send customers sales quotes with the
same sales quote ID (Group ID) in addition to a version number.

Configure sales quote versioning by navigating to Business Configuration Scoping Element: Sales New
Business Sales Quotes and place a check mark for the question Do you want to user Sales Quote
Versioning?

User can only create an external follow-up document for SAP ERP for quote that are not in Active status and
have been submitted.

Quote versions cannot be created in offline mode.

If a quote is replicated to or from an external system, versioning is no longer possible.

 Remember

Adjust the form templates (aside from the Sales Quote Demo) so that the Group ID appears in the printout.

7.1.21  Configure Block Assignment

Administrators can set up block reasons for document types. The block assignments allow you to stop the
creation of sales quotes, sales orders, or other transactions for certain accounts considering their sales area.

Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Accounts .
2. Select Sales Document Order Block.
3. Add a row for each order block reason you want to use to block sales documents and select from the list of
document types.
4. Define the following:

• Order Block Reason: Reasons that you would like to use to block sales order creation for accounts

 Note

The blocking reasons that you maintain here are mapped to the blocking reasons configured in an
ERP system.

• Document Type: Assign a document type to the order block reasons to enable blocking sales order
creation for accounts.
5. Assign the blocks to accounts and block them in the header section of accounts.

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7.1.22  Configure Re-submit for Quote Approvals
Administrators can learn how to configure resubmit for sales quotes. Once quotes have been approved, the
business option allows your company to control the approval status and or the output status.

If you do not select the business option, each change in the quote (aside from adding attachments) changes
the approval status to Not Started. Also, to further process the quote, users must submit it again for an
approval and output.

 Note

If a quote with bi-directional replication to SAP on Premise system exists, a reset of the approval status is
not possible.

When you select this option, the automatic reset of these statuses from most modifications is deactivated.
Instead, the reset can be configured based on conditions in the workflow rules. The reset is achieved from one
of the following actions:

• Reset Submit (for approval and output statuses).

• Reset Output Status (for only the output status).

Configure Re-submit for Quote Approvals by navigation to Business Configuration Scoping Element: Sales
New Business Sales Quotes Do you want to control the reset of the approval status and output status via
workflow rules?

Continue the setup by:

1. Defining workflow rules by navigating to Administrator Workflow Rules .

2. Defining conditions that should trigger additional approvals in the workflow rule and select the desired
action users can choose from:
• Reset Submit - The action resets the approval status to Not started, including the output status. To
further process the quote, users click Actions Reset Submit .
• Reset Output Status - The action resets the output status (confirmation issue status). The approval
status remains as Approved or Approval Not Necessary.

 Note

The Submit action generates a new output document without the need for an additional approval
process.

7.1.23  Configure Sales Quote Approver Determination

As an administrator, learn how to edit the sales quote approval process.

Administrators can perform advanced quote approval process modifications. You can edit or add steps, change
the order of existing approval steps, and define approver conditions. Navigate to Administrator Approval
Processes: Sales Quote Work Distribution Customer Defined Involved Party or Customer Defined Territory
Owner.

Follow the steps to finalize the advanced sales quote approver determination:

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 1. Navigate to the fine-tuning activity Party Role Definition. Create a new party role and assign party category
Approver.
2. Navigate to the fine-tuning activity Involved Parties for Sales Quotes. Add the role to the sales quotes
involved parties.

 Note

You can also define determination for the standard party role Approver.

3. Add a new determination step User Rules for <z-party> for the newly created party.
4. Continue by navigation to Administrator Sales and Marketing Settings Define Rules for Sales Quote
Parties .
5. Finally, navigate to Administrator Approval Processes to add the work distribution Customer Defined
Involved Party to the sales quote approval process.

Related Information

Configure Workflow Rules [page 438]

As an administrator, learn about configuring workflow rules triggers automatic e-mail messages,
notifications, field updates, and actions for sales quotes and other business objects.

7.1.24  Configure Rule to Revoke Quotes with In Approval

Status

If for example, a custom defined time period is exceeded, administrators can create a rule to revoke sales
quotes with status In Approval to Not Started.

Administrators can create a rule by defining the Rule Type action Reset Submit.

 Remember

As of the February 2018 release, only approval status Approval Not Necessary and Approved are supported
for revocation.

7.1.25  Block External Follow-up Documents for Prospects

As an administrator, learn how to disable external follow-up documents for prospects.

To block external follow-up documents for prospects, disable the action Create External Follow-up Document in
SAP ERP. This action means prospects won't receive follow-up documents.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Communication and Information Exchange Integration with External Applications and

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Solutions Integration with SAP ERP and select the scoping question: Do you want to block prospects
created in your cloud solution from being replicated to your SAP ERP solution?

7.1.26  Enable Display Determination Method for Involved

Parties

Administrators can learn how to analyze sales quote party determination or re-determination.

This enablement makes party and re-determination more transparent for administrators.

Navigate to the personalize or adapt mode. From the Involved Parties tab of sales quotes, add the
Determination Method field.

 Note

If the determination is copied or created as follow-up once accounts are changed, you manually enter the
party role Account.

7.1.27  Modify Error Message Severity

Administrators can change the minimum order quantity error message to a warning message. Additional
messages that be can be changed, for example, messages for matching sales unit with sales organizations.

This action is useful when SAP ERP customizing is less restrictive and your default minimum order quantity is a
recommended level.

 Restriction

This feature is currently not available for offline processing.

1. Navigate to Fine-Tune Sales Quotes .

2. Select Message Severity Configuration.
3. Select the desired severity.
4. Save your entries.

7.1.28  Modify Warning Message for Multiple Sales Areas

Suppress the warning message that the application displays when multiple sales areas are assigned.

To suppress the warning message - Multiple sales areas exist, Please Check the Default define the necessary
configuration under Business Configuration Implementation Projects . Select your project and navigate to
Open Activity List Sales Quotes Message Severity Configuration .

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  Note

You will need the above feature only if you have scoped combined sales area determination. Go to
Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Sales Quotes Sales Area Determination for Sales Quotes
and select the scoping question: Do you want to enable users to default and specify, per sales quote, a
predetermined combination of sales org., distribution channel and division?.

7.1.29  Enable Sales Quote Signatures

Administrators can capture and attach graphical signatures to sales quotes.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Sales Quotes Graphical Signature for Sales Quotes and select
the scoping question: Do you want to capture and attach a graphical signature to the Sales Quote (Valid for
touch enabled devices only)?

 Note

Graphical signatures are only valid on touch enables devices.

You can capture signatures from your customers or prospects as confirmation of a sales quote under
Actions Sign . In the Add Signature dialog, add a signature in the box.

Once you add a signature, it is available as an attachment in the sales quote. After you saved a signature, the
Sign option under Actions is disabled.

7.1.30  Enable Formatted Text

Administrators can enable the use of formatted texts for notes in sales quotes.

Configure the use of external and internal notes by navigating to Business Configuration Scoping Element:
Sales New Business Questions Sales Quotes: Do you want use formatted texts for Sales Quotes?

Once the scoping is complete, users can enter and edit standard notes on header and item (Internal and
External Note).

If you're using the sales quote form template Sales Quote Demo, then the formatted texts are included when
printing.

 Note

To enable formatted texts in other quote form templates, switch the data type from plain text to rich text in
Adobe® Livecycle Designer.

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7.1.31  Configure Output Form

As an administrator, explore how to use the integrated Adobe® LiveCycle® Designer to make advanced changes
to sales quote form templates.

Procedure

1. Go to Administrator Form Template Maintenance .

 Note

Adapt general changes on the output form from the master template in Master Template Maintenance.

2. Select the form template variant you want to edit and choose Open Adobe LiveCycle Designer .
3. Make your changes.
4. Preview your changes using historical data or sample data.
5. Click Save.
6. Click Publish to finalize your entries.

7.1.32  Configure Attachment of Product Images to Sales

Quote Output Forms

Administrators can scope output forms so users can add images to sales quote output forms.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Communication for New Business and select the scoping
question: Do you want to add product images to the Sales Quote form template?

 Note

When users add product images to form output messages, system performance is influenced.

7.1.33  Configure Sales Quote Output and Channel

Determination

As administrator, learn about default sales quote form templates or output channels by sales organizations.

Adapt the columns to make a new selection of attributes visible in this table. Navigate out of the screen and
return to it to see the changes.

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7.1.34  Configure Bi-directional Exchange with SAP ERP

Administrators can replicate sales quotes bi-directionally with SAP ERP.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Communication and Information Exchange Integration with External Applications and
Solutions Integration into Sales, Service, and Marketing Processes Sales Quotes . Ensure that there is a
checkmark for the following questions:

• Do you want to replicate sales quotes from an external application or solution to your cloud solution?
• Do you want to replicate sales quotes from you cloud solution to an external application or solution?

Additionally, complete the fine-tune activity Sales Quotes Document Types .

Add a row and enter the required details, keeping in mind the following important fields:

• Direct Customer Acceptance: When this option is selected, the system transfers sales quotes using the
Submit action from your cloud solution to an SAP ERP system. It also allows users to edit replicated sales
quotes created in your SAP ERP cloud solution.
• Replication: By choosing this option, the sales quote output, document submission is be disabled.
(Configuration is also enabled using the Replication flag).

7.1.35  Use Sales Quote Extensibility

Administrators can extend sales quotes with your own fields for business objects such as items and involved
parties.

Item Level Extension Fields - Administrators can cluster extension fields on product item in an separate
section below the product table. From sales quote business object to Adapt Product Add Section
Customer Extensions .

Involved Party Fields - Administrators can define extension fields for the sales quote Involved Parties tab.
These fields belong to the Quote-Party-MDAV-CODCQTPTYB.

Account Sales Data to Sales Quote Header - Administrators can define the account sales data extension
fields flows to sales quote or sales order header.

7.1.36  Enable Cross, Up, and Down Selling

As an administrator, you can create product lists of the Cross/Up/Down Selling type to enable users to select
from those products in a sales quote.

1. Go to Products Product Lists New .

2. Choose from either the Personalize or the Adapt menu to modify the screen layout.
3. Add the Type field to the New Product List box and save your changes.
4. Create a new product list and select Cross/Up/Down Selling.

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5. Go to the Required Products tab and add the reference products.
6. Go to the Proposed Products tab to add products and select their types as either cross, up, or down selling
and save your product list.
Any time a sales quote includes one of the required products from the list, the associated proposed
products are available for cross, up, or down selling, depending on their type in the product list.
• Cross selling: results in a list of recommended products in the sales quote that the user can add
directly to the quote.
• Up or down selling: results in an icon in the products list of a sales quote to indicate that the user can
replace the product, to up or down sell, from Actions.

Related Information

Product Lists [page 884]

Learn how the solution suggests products or products by product categories in sales or service
transactions.

7.1.37  Configure Reasons for Rejection

Administrators can learn how to configure reasons for rejection. The codes are used in documents such as
quotes, orders, or contracts to define the reasons for rejection.

You define rejection reasons to describe why a document or item has been canceled.

1. To quickly navigate to the fine-tuning activity, go to Business Configuration Overview Activities

Search and type Reasons for Rejection.
2. Click Add Row.
3. Enter the desired Rejection Reason Code.

 Note

When adding your own entries, the data you enter into field Rejection Reason Code must begin with the
letter Z.

4. Enter the desired description.

5. Save your entries and set the desired status.

Users can cancel sales quotes on header and on item level. When canceled on header level, the rejection reason
is copied over to the items.

 Note

Sales quotes canceled on header level cancels all of its items.

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7.1.38   Configure S/MIME for E-Mail Notifications

Administrators can upload certificates needed for e-mail notifications for all employees.

Context

To enable e-mail notifications, upload the CA certificates in this area for the e-mail address for generic business
task management for all involved employees and managers.

Procedure

1. Choose Administrator Common Tasks Configure S/MIME .

2. On the Incoming E-Mail tab, upload the CA certificates from all involved employees for the generic incoming
e-mail address Business Task Management Email Notifications.
3. On the Outgoing E-Mail tab, install the system CA certificate in the e-mail client of the involved employee as
follows:
a. In the SAP Trust Center Service column, click Link to SAP CA to open the SAP Trust Center Service.
b. On the Root Certificates section of the screen, click SAP Passport CA Certificate. A popup opens.
c. Click Install Certificate... and follow the wizard by clicking Next >.
d. Select Place all certificate in the following store and click Browse....
e. Select Trusted Root Certification Authorities and click OK and then Next >.

Now the CA certificate from the system is installed locally.

4. Now activate the S/MIME on the Activate S/MIME tab select the options for Check Signature of Incoming
E-Mails, Encrypt Outgoing E-Mails (optional), and Signing Outgoing E-Mails.

7.1.39  Configure Rich Text Format for Sales Quote Output

E-Mails

Administrator can configure rich text format for sales quote output e-mails. This reduces the effort on e-mail
editing.

1. Go to Business Configuration Implementation Projects and select your project.

2. Click Edit Project Scope Questions Sales New Business Communication for New Business and
select the scoping question: Do you want to use formatted text for sales quote output email body?

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7.1.40  Configure E-Mail and Fax Settings for E-Mail
Notifications

Administrators need to specifiy the company domain for e-mail notifications.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune E-Mail and Fax Settings .

Enter your company domain, such as [Link], as the Allowed Sender E-Mail Domain.

7.1.41  Configure Sales Order Approval Via E-Mail

Administrators can configure sales order approval via e-mail with scoping activities.

Before using approval via e-mail, ensure the following:

• The involved employees are business users and have valid e-mail addresses, and that the CA certificates
from the employees are uploaded to the system for outgoing e-mails.
• The involved employee are subscribed to the e-mail notifications by opening the Notifications view and
choosing Subscribe to E-Mail.
• The e-mail clients of the involved employees have enabled the receipt of encrypted e-mails.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Built-in Services and Support System Management Security and check the box for
the encryption and signatures in e-mail question.

Scoping Questions for Enabling Automatic Approval Processes

Business Object Navigation in System Scoping Question

Campaigns Sales Campaign Campaign Do you want to use

Management Campaign Execution a multi-step approval

process for campaigns?

Opportunities Sales New Business Do you want to use a

Opportunities multistep approval process

for opportunities?

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 Business Object Navigation in System Scoping Question

Do you want the system

to automatically submit an
opportunity for approval?

 Note

This question is optional and only

relevant if you want trigger auto­
matically an approval for your op­
portunities if the entered data fulfill
the defined criteria.

Sales Quotes Sales New Business Sales Do you want to use

Quotes a multi-step approval

process for sales quotes?

Tickets Service Customer Care Service Do you want to use a

Request Management multi-step approval for

tickets?

Do you want to
automatically submit
tickets for an approval
workflow after one or more
specified conditions are
fulfilled?

Service Employee support Do you want to use a

Ticket Management multi-step approval for

tickets?

Do you want that

the system submits
automatically a ticket for
approval?

 Note

This question is optional and only

relevant if you want trigger auto­
matically an approval for your tick­
ets if the entered data fulfill the de­
fined criteria.

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Business Object Navigation in System Scoping Question

Contracts Service Entitlement Management Do you want to use a

Service Contract Management multi-step approval for

service contracts?

E-mail Notifications - E-mail encryption Build-in Services and Support Do you want to use
and signature encryption and signature
System Management Security
for e-mails?

7.1.42  Configure Net and Gross Weight, Total Volume for

Sales Quote Header

Administrators can configure the fine-tune activity and decide to display the item weight, total weight, and
volume for sales quote item types or hide them.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Sales Quotes Item Types Maintain Item Types place a check mark in the Not
Relevant for Weight Calculation box.

By placing a check mark in the Not Relevant for Weight Calculation item type field, the item is not relevant for
weight (and volume) calculation. If the base item type is already not weight relevant, the system disables the
option.

 Remember

The corresponding SAP ERP customizing field must match your choice.

7.1.43  Configure Survey and Task Assignments for Sales

Quotes

You can automatically assign surveys and tasks to sales quotes from an activity plan by defining Workflow
Rules.

As an administrator, you can assign survey and task assignment workflow rules using the following actions
provided under the gear icon in the Workflow Rules work center tab by defining workflow rules.

1. Go to Administrator Workflow Rules and create or open an existing rule.

2. Click Define Conditions according to your needs.
3. From Define Actions, select Rule Type Action .
4. Under Select Action choose Refresh from Activity Plan to automatically assign tasks and surveys from
relevant activity plans.

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7.1.44  Configure Sales Contract as Follow-up to a Sales
Quote

Administrators must adjust by following the sales quote document types to enable a sales contract as follow-
up to the quote scenario.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Sales Quotes Document Types and ensure the Replication column is blank. This
ensures the sales contract as follow-up quote is not integration relevant.

 Note

It is a prerequisite that a quote used in a sales contract as follow-up scenario is not integration relevant.

 Note

Sales contract as follow-up to quote is not supported if you sell a template-based service contract, for
example, an extended warranty together with a product as a package.

 Note

Product items in the quote which are not associated with items of an existing sales contract could be used
for sales order set-up and or the creation of new sales contracts.

 Note

Associating the quote to sales orders and contract are listed in Sales Documents tab for orders and
contracts.

7.1.45  Configure Sales Quote Creation in Full Create Mode

Administrators can configure settings to create sales quotes in full create mode. This allows you to skip a few
additional UI steps required when creating in the quick create mode.

Select the checkbox Create Sales Quotes in detail view under Administrator Sales and Campaign Settings
Sales Quotes Confiugre Sales Quote related options Sales Quote Configuration .

 Restriction

There is a limitation in this release. If you create sales quotes in offline mode, you need to ensure that this
configuration is deactivated.

 Note

Product proposals automatically created from Product Lists have to be removed by the user in case no
proposed quantity has been maintained in the Product List. Users can use the action Remove Zero-Quantity
Items.

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7.1.46  Configure Quote Line Deletion after Customer
Submittal

Administrators can configure quote line item deletion after the quote is submitted to the customer.

Go to Fine-tune Sales Quote Message Severity and modify the column to your business needs.

Normally, quotes submitted to customers cannot be deleted, with this configuration, users will be able to
delete quote items for quotes that have already been submitted to the customer.

7.1.47  Configure Stock Information Update for Product

Administrators must scope the feature before you can use it.

To view stock information from SAP S/4HANA, follow these steps:

1. Navigate to Business Configuration Implementation Projects and select your project.

2. Go to Edit Project Scope Questions Communication and Information Exchange Integration with
External Applications and Solutions Integration of Master Data and select following scoping question:
Do you want to receive stock information from an external application?

7.1.48  Fine-tune Custom Party Roles on the UI

Administrators can assign up to three custom party roles on the UI.

Go to fine-tuning activity Sales Quotes Involved Parties Assign Party to UI and assign up to three roles.

7.1.49  Define Workflow Rule to Update Opportunity Custom

Statuses

Administrators can define workflow rules that update opportunity custom statuses and reasons based on sales
quote conditions.

This feature allows you for example, to set an opportunity to Won, if the related primary sales quote turns to
Won.

 Restriction

Custom values with the same descriptions cannot be distinguished in the workflow rule definition.

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7.1.50  Configure Cloud for Customer Sales Quotes for CLM
Integration

Depending on the selected document type, administrators can integrate CLM directly to SAP Cloud for
Customer sales quotes.

 Note

This feature is available as a beta version. To use this feature and add CLM to your scope, create a ticket or
contact your SAP representative.

1. Go to the Business Configuration Implementation Projects .

2. Select the current project and click Open Activity List.
3. Go to Fine-Tune Activity: Sales Quotes Maintain Document Types Sales Quote with CLM and
modify the options accordingly.
4. Add the Contracts work center to your scope.
5. Assign the CLM Administration view to the key user's business role.

 Remember

Configure CLM to support features such templates, digital signatures, approvals, terms and conditions, and
negotiations (internal and external customer).

 Note

The August 2019 release contains limitations in functionality, they include:

• Missing language support (usage of customer language instead log on language).

• Missing template determination.
• Inability to modify or delete templates during the CLM process.
• No display of detailed item information in tables.
• No communication to individual customers.

For more information on Callidus CLM, see [Link]

management-publication/c4c-integration .

7.1.51  Enable Price Modifications for Sub-Items of a Bill-of-

Material

Administrators can learn how to enable price modifications for sub-Items of a bill-of-material.

To enable this feature, go to Business Configuration Implementation Projects . Select your project and
navigate to Edit Project Scope Questions Communication and Information Exchange Integration with
External Applications and Solutions Integration into Sales, Service, and Marketing Processes Sales Quotes
and select the scoping question: Do you want to change sub-items that are determined in an external
application?

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7.2 Create Sales Quotes

Learn how to create sales quotes to indicate to your customers the prices of the products and services your
company offers.

As a sales representative or sales team member, you’ll create quotes from an existing opportunity, which could
include the product quantities and discounts. Once you create the quote, you can then share the quote details
with your team so they are up-to-date with the progress of the negotiation.

Create a Sales Quote [page 454]

Learn to create sales quotes in the solution.

Create Sales Quotes from Sales Orders [page 458]

Users can create follow-up sales quotes directly from the sales order, which references the sales quote
including the sales order items to a sales quote.

Create and Assign New Primary Contacts in Quotes [page 459]

From a sales quote, you can go to the Contacts value help to create and assign a new primary contact.
No configuration is necessary to view the action New Contact.

Create Sales Quotes from a Contact Person [page 459]

Users can create sales quotes directly from the quote contact person detailed section.

Create Follow-Up Sales Contract from Sales Quotes [page 459]

You can create a follow-up contract directly from a sales quote.

Search for Sales Quotes [page 459]

Use Basic and Advanced Filter to query quote fields.

Modify Sales Contract Types Using the Data Workbench [page 460]
Administrators can use the Data Workbench to modify sales contract types even after they are created.

Create Follow-Up Sales Contract from a Sales Quote [page 460]

You can create a follow-up contract directly from a sales quote.

Create Follow-up Orders from Cloud for Customer to SAP ERP Bi-directional Integrated Quotes [page 461]
You can trigger follow-up SAP ERP sales orders from a bi-directional integrated sales quote directly
from SAP Cloud for Customer.

7.2.1  Create a Sales Quote

Learn to create sales quotes in the solution.

1. Open an existing opportunity or navigate to Sales Quote on the SAP Fiori Client to create a new one by
selecting the plus sign ( + ).

 Note

When converting opportunities to sales quotes, many details such as accounts and products from the
opportunity are copied over to the new sales quote

2. Add data to the required or desired fields.

3. Add line items and quantities by selecting Add from the sales quote Products tab.

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 4. Save your entries.

 Note

The sales quote is created with status Open and products without any entered quantities are not listed
in the quote.

5. Select Actions Submit to trigger further processing, for example, sending it using fax, e-mail, or
printing it for sending it using a postal service.

 Note

If an approval is required, the output starts as soon as the quote has been approved.

6. To preview the sales quote, select Actions Preview and a window opens with the quote PDF
document.
Click Refresh to update the complete sales quote data. This action is useful when bi-directional replication
requires an immediate update or when the user receives error messages requiring a sales quote refresh to
continue.

 Caution

You will notice a decreased system performance when working with sales quotes or sales orders exceeding
500 products. Adding products to the sales document affects the performance of all item-related
functions, such as pricing, output, or transfer to external systems.

[Link] Configure Access Control for Sales Quotes

Administrators can learn how to configure user access to sales quotes.

Administrators restrict read and write access to sales quotes by navigating to Business Roles Access
Restrictions Access Context 1015 .

 Tip

Select a Restriction Rule to view a brief summary of the rule.

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[Link] Configure Block Assignment

Administrators can set up block reasons for document types. The block assignments allow you to stop the
creation of sales quotes, sales orders, or other transactions for certain accounts considering their sales area.

Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Accounts .
2. Select Sales Document Order Block.
3. Add a row for each order block reason you want to use to block sales documents and select from the list of
document types.
4. Define the following:

• Order Block Reason: Reasons that you would like to use to block sales order creation for accounts

 Note

The blocking reasons that you maintain here are mapped to the blocking reasons configured in an
ERP system.

• Document Type: Assign a document type to the order block reasons to enable blocking sales order
creation for accounts.
5. Assign the blocks to accounts and block them in the header section of accounts.

[Link] Configure Default Requested Date

As an administrator, learn how to configure the default requested date.

Define the sales quote default requested date, which is available in the header area.

Configure quote validity and requested dates by navigating to the fine-tuning activity Date Profiles Date
Variable for Sales Sales Quotes .

Highlight the desired document type and select the desired logic type from the pricing date dropdown field.

 Note

The requested date on header is copied to requested date on items. Manually changed dates on items are
not overwritten by the header date.

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[Link] Configure Number Ranges

Administrators need to configure number ranges to define the range of numbers assigned to sales quotes.

1. To quickly navigate to the fine-tuning activity, go to Business Configuration Overview Activities

Search and type Number Ranges.
2. Click Maintain Number Range.
3. On the following screen, review the default begin and end number that applies to sales quotes in the
solution.
4. If you wish to define a different number range, choose Change Current Number.
5. On the following screen, enter the new current number, then click Save and Close.
6. Click Save and Close again.

[Link] Configure Sales Contract as Follow-up to a Sales

Quote

Administrators must adjust by following the sales quote document types to enable a sales contract as follow-
up to the quote scenario.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Sales Quotes Document Types and ensure the Replication column is blank. This
ensures the sales contract as follow-up quote is not integration relevant.

 Note

It is a prerequisite that a quote used in a sales contract as follow-up scenario is not integration relevant.

 Note

Sales contract as follow-up to quote is not supported if you sell a template-based service contract, for
example, an extended warranty together with a product as a package.

 Note

Product items in the quote which are not associated with items of an existing sales contract could be used
for sales order set-up and or the creation of new sales contracts.

 Note

Associating the quote to sales orders and contract are listed in Sales Documents tab for orders and
contracts.

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[Link] Configure Sales Quote Creation in Full Create Mode

Administrators can configure settings to create sales quotes in full create mode. This allows you to skip a few
additional UI steps required when creating in the quick create mode.

Select the checkbox Create Sales Quotes in detail view under Administrator Sales and Campaign Settings
Sales Quotes Confiugre Sales Quote related options Sales Quote Configuration .

 Restriction

There is a limitation in this release. If you create sales quotes in offline mode, you need to ensure that this
configuration is deactivated.

 Note

Product proposals automatically created from Product Lists have to be removed by the user in case no
proposed quantity has been maintained in the Product List. Users can use the action Remove Zero-Quantity
Items.

[Link] Enable External Follow-up Document for Bi-

directional Integrated Quotes

Administrators can enable the action Create External Follow-up Document for sales quotes that are integrated
bi-directionally.

Go to business area Communication and Information Exchange Integration with External Applications and
Solutions Integration into Sales, Service, and Marketing Process . Mark the question Do you want to create
follow-up documents from sales quotes via your cloud solution to an external application? and the action is
enabled.

 Note

Ensure that you configure the relevant communication arrangement Create Follow-up Sales Order for
Replicated Sales Quote located in the SAP Business Suite.

7.2.2  Create Sales Quotes from Sales Orders

Users can create follow-up sales quotes directly from the sales order, which references the sales quote
including the sales order items to a sales quote.

To use the feature, go to adapt or personalize. Add the hidden tab Sales Documents to the detailed tab of the
sales order.

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7.2.3  Create and Assign New Primary Contacts in Quotes

From a sales quote, you can go to the Contacts value help to create and assign a new primary contact. No
configuration is necessary to view the action New Contact.

7.2.4  Create Sales Quotes from a Contact Person

Users can create sales quotes directly from the quote contact person detailed section.

To create sales quotes from a contact person, users must assign the Contact to the Account.

When you create sales quotes from a contact person, it defaults the Contact as Primary Contact and the related
account to the new sales quote.

 Note

The Advanced Search supports ID and External ID (hidden field) queries and is also applicable in the
Accounts sales quote tab.

7.2.5  Create Follow-Up Sales Contract from Sales Quotes

You can create a follow-up contract directly from a sales quote.

From a sales quote, go to the Contracts tab and click New. The status of the follow-up quote changes to Won
after the contract is created.

 Note

To view and use this functionality, from Sales Quotes, go to Personalization and add the hidden section
Contracts to the Sales Document tab. You can also add the header quote field Requested End Date. This
field represents the contract validity together with the Requested (Start) Date.

7.2.6  Search for Sales Quotes

Use Basic and Advanced Filter to query quote fields.

The following fields are supported when using the Basic search for sales quotes:

• Sales Quote ID
• Description
• Product ID
• Party ID (for all parties)
• Party (Formatted name for all parties)

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• Primary Contact ID
• Sales Quote External ID

You can also use the Advanced Filter search which displays a comprehensive list of fields to narrow your sales
quote search.

1. Click Show Advanced Filter.

 Note

The General section contains an extensive list of fields you may not have available.

2. Save your entries and exit from the personalization or adapt mode.
3. In the desired sections, enter the search query field data.
4. Click Go to view the search results.

 Note

Click Save or Organize Queries to save time for the next search query.

5. Click Hide Advanced Filter to return to the list tab.

7.2.7  Modify Sales Contract Types Using the Data Workbench

Administrators can use the Data Workbench to modify sales contract types even after they are created.

1. Navigate to the Data Workbench.

2. Export contracts.
3. Modify the contract type.
4. Update contracts in the Data Workbench.

7.2.8  Create Follow-Up Sales Contract from a Sales Quote

You can create a follow-up contract directly from a sales quote.

From a sales quote, go to the Contracts tab and click New. The status of the follow-up quote changes to Won
after the contract is created.

 Note

To view and use this functionality, from Sales Quotes, go to Personalization and add the hidden section
Contracts to the Sales Document tab. You can also add the header quote field Requested End Date. This
field represents the contract validity together with the Requested (Start) Date.

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7.2.9  Create Follow-up Orders from Cloud for Customer to
SAP ERP Bi-directional Integrated Quotes

You can trigger follow-up SAP ERP sales orders from a bi-directional integrated sales quote directly from SAP
Cloud for Customer.

Since orders are directly created as follow-up in SAP ERP system, this feature allows you to consider product
reservations made in SAP ERP quote or special price conditions. The details are copied to follow-up sales order.

Create multiple follow-up sales orders in SAP ERP before the reference status is set to Finish.

7.3 Maintain Sales Quotes

Explore how to add products to sales quotes, use cross-up-down sell, assign opportunities, work with involved
parties, and more.

Add Products to a Sales Quote [page 462]

Select products to add to your sales quotes based on previous quotes, orders, and product proposals.

Edit Sales Quotes in Worklist [page 463]

You can edit multiple sales quotes directly in the list, which saves your effort in going to the detail view
of each sales quote to make changes.

Copy Line Item [page 463]

Learn how to copy line items.

Set a Minimum Item Order Quantity [page 464]

Set a minimum quantity for items in sales orders or sales quotes.

Minimum Order Quantity Error Message [page 464]

Learn about the minimum order quantity error message.

Use Item Types [page 464]

Explore how to work with item types in sales transactions such as follow-up documents.

Calculate Quantity [page 467]

Use the calculate quantity action to create a summary of the number of items for each unit of measure.

Display Net and Gross Weight, Total Volume in Sales Quote Header [page 467]
You can view the calculated net and gross weight, as well as volume data in sales quotes when your
administrator configures them in the product master.

Add Quick Products from Product Lists to Sales Quotes [page 468]
Learn how to quickly add products and related quantities to sales quotes or sales orders using the
action Product Lists.

View Stock Information for Products [page 469]

You can view stock information for products synchronized from SAP S/4HANA.

Use Cross, Up, and Down Selling [page 469]

Learn how the solution uses cross selling to display proposed products to users when creating sales
transactions.

Add a Sales Quote Customer Part Number [page 471]

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 Learn about adding and using customer part numbers in quotes.

Structure and Renumber Sales Quote Products [page 471]

You can use text items that allows you to define and structure subitems. If you only enter a product
description in its corresponding field without an adding a product ID, the item is treated as a text item.
In addition, the item number can be edited.

Assign Opportunities to Sales Quotes [page 471]

Learn how to assign an opportunity to a sales quote.

Assign Opportunities to External Read-only Quotes [page 472]

Assign opportunities to external sales quotes.

External Product ID Added to Cross/Up/Down Selling for Quotes [page 473]

Display the External Product ID popup selection for Cross/Up/Down Selling or the Recommended
Products view. To add the External Product ID field, go to Adapt or Personalization.

Work with Sales Quote Involved Parties [page 473]

Determine involved parties for sales quotes using party roles and the applicable determination rules,
which allow you to streamline team assignments. In addition, it ensures that business partners are
correctly assigned to business documents in accordance with your company needs.

Copy and Paste Product Mass Entries in Sales Quotes [page 475]
You can copy items from Excel using the copy and paste function in the product table.

Disable Sales Quote Copy and Paste Function [page 476]

Users can disable the copy and paste function allowing you to quickly paste products to a sales quote
in the product table. To disable the function, go to Adaptation Sales Quotes Products deselect
Copy&Paste.

Remove Personal Data in Sales Contracts [page 476]

The depersonalization function allows users to remove personal data from a business object, such as
sales contracts, to ensure compliance with the applicable data protection requirements.

7.3.1  Add Products to a Sales Quote

Select products to add to your sales quotes based on previous quotes, orders, and product proposals.

When users create quotes and add products, the sales price defaults to the product list price. Depending on
your permissions, you can edit the product line item prices and discounts.

Related Information

Add Quick Products from Product Lists to Sales Quotes [page 468]
Learn how to quickly add products and related quantities to sales quotes or sales orders using the action
Product Lists.

Create Sales Quotes [page 454]

Learn how to create sales quotes to indicate to your customers the prices of the products and services your
company offers.

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7.3.2  Edit Sales Quotes in Worklist

You can edit multiple sales quotes directly in the list, which saves your effort in going to the detail view of each
sales quote to make changes.

From Fiori Client navigate to Key User Settings Company Setting Enable Editing in Dataset in Fiori
Client.

Once the feature is enabled, you can click the pencil icon in the upper right corner to switch to the edit mode.

Users can filter the worklist that needs to be changed and directly change data in the work list without
navigating to the detailed view.

 Note

This feature is not enabled in offline mode.

 Note

If you use bi-directional quote integration with synchronous pricing, save is not allowed, if change is price
relevant.

7.3.3  Copy Line Item

Learn how to copy line items.

Procedure

1. Create a new sales quote and add line items or open an existing one with line items.
2. Select the Products tab.
3. Select the line item you want to copy.
4. Click Actions.
5. Select Copy.
When sales quote line items are copied, a new line item number is assigned. The item details as well as the
item’s notes and attachments are also duplicated.

[Link] Modify Error Message Severity

Administrators can change the minimum order quantity error message to a warning message. Additional
messages that be can be changed, for example, messages for matching sales unit with sales organizations.

This action is useful when SAP ERP customizing is less restrictive and your default minimum order quantity is a
recommended level.

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  Restriction

This feature is currently not available for offline processing.

1. Navigate to Fine-Tune Sales Quotes .

2. Select Message Severity Configuration.
3. Select the desired severity.
4. Save your entries.

7.3.4  Set a Minimum Item Order Quantity

Set a minimum quantity for items in sales orders or sales quotes.

If you’ve set a minimum order quantity for a product, the system validates the quantity and displays an error
message if the minimum quantity hasn’t been met. For products with multiple units of measure, you can set a
quantity conversion to ensure that the minimum order quantity check is still valid for each unit of measure.

If your company has defined a minimal order quantity for sales quotes, an error message is displayed. The
message will state the minimum quantity of products required to proceed with the sales quote processing. To
override the message, in the quantity field of the line item, enter the minimum amount and save your entries.

 Note

Sales quote minimum order quantity applies to sales quotes created online or offline.

Administrators can maintain the minimum order quantity in product master sales data dependent.

7.3.5  Minimum Order Quantity Error Message

Learn about the minimum order quantity error message.

If your company has defined a minimal order quantity for sales quotes, an error message is displayed. The
message will state the minimum quantity of products required to proceed with the sales quote processing. To
override the message, in the quantity field of the line item, enter the minimum amount and save your entries.

 Note

Sales quote minimum order quantity applies to sales quotes created online or offline.

Administrators can maintain the minimum order quantity in product master sales data dependent.

7.3.6  Use Item Types

Explore how to work with item types in sales transactions such as follow-up documents.

Your administrator has configured item types to determine how an item category behaves in a sales document.

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  Note

You may need to add the Item Type field using Personalize or Adapt from the sales quote Product tab.

 Note

You can use code list restrictions to filter item types based on a document type.

Complete the fine-tuning configuration activity for Sales Quotes Item Types .

 Note

This activity is similar to the configuration activity for sales orders. The difference is that each are
completed separately as the values are not copied from one to the other.

You can also define code list restrictions, to filter the available item types based on document type. Add the
Item Type field to the Products tab for sales quotes from adaptation or personalization.

[Link] Define Item Types

Administrators can explore and learn how to define item types.

Item types determine how an item category behaves in a sales document. Item item types are not necessary,
but are relevant if you replicate quotes with an on premise system and administrators should remember to
configure document types.

You can define alternative item types for the item types delivered in the standard solution. These alternative
item types are then displayed for the corresponding items under the Products tab for sales orders. You can use
these custom item types to process items based on SAP ERP item categories. You can also use item types for,
in order simulations to retrieve external pricing.

Define your own item types to reflect your company practices:

1. To quickly navigate to the fine-tuning activity, go to Business Configuration Overview Sort by:
Activities Search and type Sales Quotes.
2. Click Sales Quotes Item Types Maintain Item Types .
3. Click Add Row.
4. Enter the desired details and save your entries.

 Note

If you want to define an item as a free sample or free good that should not affect pricing, flag it as Not
Relevant for Pricing. When an item that is not relevant for pricing is added to a quote, it will not contain a
price. However, you can still add a price for this product manually.

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[Link] Define Item Type as Not Pricing Relevant

Administrators can define items as a free sample or free good so that pricing is not affected.

You can define item types as not pricing relevant. The activity allows users to only add the item type to the item
without setting the price to zero or a 100% discount. For example, a product is added to quote as a free good or
sample.

1. To quickly navigate to the fine-tuning activity, go to Business Configuration Overview Activities

Search and type Sales Quotes.
2. Click Sales Quotes Maintain Item Types .
3. Click Add Row or select existing row.
4. Place a checkmark in the Not Pricing Relevant box.
5. Save your entries.

 Note

This Not Pricing Relevant item type is available in external pricing and offline pricing sales orders. You can
still add a price for this product manually.

[Link] Define Item Increment per Document Type

Administrators need to define item increment numbers, which allow you to control Item Increment and Sub
Item Increment ranges.

1. To quickly navigate to the fine-tuning activity, go to Business Configuration Overview Activities

Search and type Sales Quotes.
2. Click Sales Quotes Maintain Document Types .
3. Click Add Row or select an existing row.
4. Enter or modify the desired Item Increments.
5. Save your entries.

 Note

Increment configuration eliminates limitations for bill of materials (BOM) explosion when there are
many Sub Items in external pricing.

[Link] Configure Follow-up Item Type Determination

Administrators can set up your solution to determine the item type for follow-up documents. The follow-up
sales quote to sales order process allows you to copy item types that are used for SAP ERP and CRM
processing.

1. To quickly navigate to the fine-tuning activity, go to Business Configuration Overview Activities

Search and type Sales Quotes.

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 2. Choose Maintain Follow-Up Item Determination.
3. Choose Add Row.
4. Enter the desired details and save your entries.

 Note

Users can use adaptation or personalization to add the item type to the sales quote product table.

 Note

You can also use code list restrictions to filter item types based on a document type.

[Link] Use Sales Quote Item Types

Use item types to process items based on SAP ERP logic for external pricing and integration.

 Note

Users may need to add the Item Type field using Personalize or Adapt in sales quote Product tab.

7.3.7  Calculate Quantity

Use the calculate quantity action to create a summary of the number of items for each unit of measure.

This summary can help identify potential upselling opportunities if a specific quantity needs to be met for a
promotion.

Related Information

Cross, Up, and Down Selling in Sales Orders [page 542]

Use pre-defined settings to encourage cross, up, and down selling when creating sales orders.

7.3.8  Display Net and Gross Weight, Total Volume in Sales

Quote Header

You can view the calculated net and gross weight, as well as volume data in sales quotes when your
administrator configures them in the product master.

To view and use this functionality, from Sales Quotes, go to Personalize or Adapt and add the hidden fields Net
Weight, Total Weight, and Volume to the header item.

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  Note

Sales quotes using external pricing or bi-directional integration receive the net weight, gross weight, and
volume directly from SAP ECC.

7.3.9  Add Quick Products from Product Lists to Sales Quotes

Learn how to quickly add products and related quantities to sales quotes or sales orders using the action
Product Lists.

Procedure

1. Open or create a sales quote or sales order.

2. Click Quick Create. Alternatively, you can add quick products from the quote or order from Actions
More .

3. Click Actions More .

4. Add products from the defined product lists.

When your administrator maintains Product Lists, you can multiselect products based on defined
proposals that depend on:
• Target groups
• Accounts
• Account hierarchy

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 • Sales data
• Territory

You can also copy and paste products to list using External ID.

7.3.10  View Stock Information for Products

You can view stock information for products synchronized from SAP S/4HANA.

Stock information is obtained at the plant level and is displayed in the Stock Overview tab. The Stock Overview
tab can be viewed from the product details overview tab and quick view.

 Note

The data is only synchronized from a connected SAP S/4HANA.

You can select a plant based on stock results to get a better product availability in sales order or sales quote.
You can also give stock information to a customer.

[Link]  Configure Stock Information Update for Product

Administrators must scope the feature before you can use it.

To view stock information from SAP S/4HANA, follow these steps:

1. Navigate to Business Configuration Implementation Projects and select your project.

2. Go to Edit Project Scope Questions Communication and Information Exchange Integration with
External Applications and Solutions Integration of Master Data and select following scoping question:
Do you want to receive stock information from an external application?

7.3.11  Use Cross, Up, and Down Selling

Learn how the solution uses cross selling to display proposed products to users when creating sales
transactions.

Cross, up, and down selling offers proposed products, which can be added to a sales document when selected
by the user.

When sales quotes include required products from the list, users see a list of related products, product
upgrades, or economical products in the sales transactions.

1. If you use cross-sell products, to the sales quote or sales order, navigate to Recommended Products on the
Products tab.

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  Note

The Recommended Products tab is only visible if your administrator has defined cross-selling. Up and
down-selling is indicated using an action. Clicking the action allows you to select and exchange the
product. For quotes, you can add the product as an alternative item.

2. Click Action Up/Down Selling Products .

 Note

The Up/Down Selling Products field indicates that users can replace the product to use up or down-sell.
The icon only appears if your administrator has defined the applicable product proposals.

3. Enter the desired quantities.

4. Save your entries and continue processing the sales quote.

[Link]  Enable Cross, Up, and Down Selling

As an administrator, you can create product lists of the Cross/Up/Down Selling type to enable users to select
from those products in a sales quote.

1. Go to Products Product Lists New .

2. Choose from either the Personalize or the Adapt menu to modify the screen layout.
3. Add the Type field to the New Product List box and save your changes.
4. Create a new product list and select Cross/Up/Down Selling.
5. Go to the Required Products tab and add the reference products.
6. Go to the Proposed Products tab to add products and select their types as either cross, up, or down selling
and save your product list.
Any time a sales quote includes one of the required products from the list, the associated proposed
products are available for cross, up, or down selling, depending on their type in the product list.
• Cross selling: results in a list of recommended products in the sales quote that the user can add
directly to the quote.
• Up or down selling: results in an icon in the products list of a sales quote to indicate that the user can
replace the product, to up or down sell, from Actions.

Related Information

Product Lists [page 884]

Learn how the solution suggests products or products by product categories in sales or service
transactions.

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7.3.12  Add a Sales Quote Customer Part Number

Learn about adding and using customer part numbers in quotes.

Administrators can add customer part numbers to quotes by navigating to Products Product
Administration and the part numbers are integrated to SAP ERP.

Users can enter the customer part number located in the sales quote Products tab in the Description field. The
system converts the ID to an internal ID.

1. Click New to create a new product or open an existing one.

2. Click the product Sales tab.
3. Under Customer Part Number, click Add Row.
4. Enter the customer, customer part number, and description.

 Note

The customer part number description is language independent.

5. Save your entries.

6. Adapt output forms to include the customer part number.

 Note

The part number is not dependent on the sales organization or the distribution channel.

7.3.13  Structure and Renumber Sales Quote Products

You can use text items that allows you to define and structure subitems. If you only enter a product description
in its corresponding field without an adding a product ID, the item is treated as a text item. In addition, the item
number can be edited.

The action Renumber can be used to reorder items. This action allows you to put items in-between a certain
order. If the sales quote has not been submitted to a customer, the Line field is editable.

 Note

Cluster sales quote items using text items and Parent Line field. You can also click Action to create a subline
for a text item.

You can also use the action Renumber to add alternative items.

7.3.14  Assign Opportunities to Sales Quotes

Learn how to assign an opportunity to a sales quote.

A sales quote can be created as a follow-up document from an opportunity. When the task is done, involved
parties and products are copied over to the sales quote.

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1. Open an existing sales quote or create a new one.
2. In the Opportunity header section, add an opportunity ID or description.

 Note

If an opportunity is already assigned, you can enter another opportunity ID or description.

3. Save your entries.

 Note

You can set an assigned opportunity as Primary Quote. This action creates the Update Opportunity
field. Once you click Update Opportunity,

4. Notice that the Expected Value of the assigned opportunity has modified once you save your entries.
5. Click Refresh.
6. Click the Document Flow tab to view the assigned opportunity.

7.3.15  Assign Opportunities to External Read-only Quotes

Assign opportunities to external sales quotes.

Assign an existing opportunity to an external sales quote (for example, only quotes that are replicated from
SAP S/4HANA or SAP ERP to SAP Cloud for Customer).

The assign opportunity to external read-only quotes feature allows you to connect and track external sales
quotes for an opportunity. View the sales in Document Flow.

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7.3.16  External Product ID Added to Cross/Up/Down Selling
for Quotes

Display the External Product ID popup selection for Cross/Up/Down Selling or the Recommended Products
view. To add the External Product ID field, go to Adapt or Personalization.

7.3.17  Work with Sales Quote Involved Parties

Determine involved parties for sales quotes using party roles and the applicable determination rules, which
allow you to streamline team assignments. In addition, it ensures that business partners are correctly assigned
to business documents in accordance with your company needs.

Example

You can create a sales quote and add an account as the ship-to party. In this example, the account is the
business partner, and ship-to is the party role. The ship-to account may be a subsidiary of a parent company,
which is a different account. You may have the parent company account as the bill-to party.

[Link]  Enable Display Determination Method for Involved

Parties

Administrators can learn how to analyze sales quote party determination or re-determination.

This enablement makes party and re-determination more transparent for administrators.

Navigate to the personalize or adapt mode. From the Involved Parties tab of sales quotes, add the
Determination Method field.

 Note

If the determination is copied or created as follow-up once accounts are changed, you manually enter the
party role Account.

[Link]  Fine-tune Custom Party Roles on the UI

Administrators can assign up to three custom party roles on the UI.

Go to fine-tuning activity Sales Quotes Involved Parties Assign Party to UI and assign up to three roles.

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[Link]  Maintain Document Addresses

Learn how to add address party details.

Navigate to adaptation or personalization mode. Add the Address field for the Party Details and Contacts tabs
on the Involved Parties tab for sales quotes.

[Link]  Maintain Involved Parties on Item Level

Users can maintain involved parties on item level.

1. From the Products tab, use personalize or adapt to add Item Involved Parties.
2. Administrators must go to fine-tuning activity Sales Quotes Involved Item Parties .
3. Party roles on item level are copied from header parties. If you do not need party roles for reporting or
follow-up processes, we recommend deactivating them in the item party schema.

 Note

Ship-to parties are maintained in the sales quote product table. Please keep the activation in the item
schema in case a copy and follow-up action should also copy the item party.

[Link]  Add Custom Party Roles from Quick Create or

Overview

Add important custom party roles directly in the quote Quick Create or from the sales quote Overview screen.
The feature is not supported in offline mode.

[Link]  Use Sales Quote Ship-to Party on Item Level

Change the delivery address on item level by selecting a different Ship-to party or Ship-to address.

You can also modify a document address. When changed, the document address is only applicable for the
transaction, also referred to as a one-time address.

If the Ship-to field is not visible on sales quotes, add it by navigating to the adapt for personalize mode.

 Note

The Address field changes to Document Address if the address is not copied from master data.

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7.3.18  Copy and Paste Product Mass Entries in Sales Quotes

You can copy items from Excel using the copy and paste function in the product table.

This task allows you to quickly paste products to a sales quote. Ensure that the copied data exactly matches
the order of columns in the user interface so that the combined fields represent two columns.

1. Open a sales quote with product line items.

2. Go to the Products tab of the quote.
3. Click the Paste icon and the paste field appears.
4. Click in the Paste supported data, such as Excel field.
5. Use your keyboard paste function, such as Ctrl + V (or Shift + Insert) to paste the data in the field.

 Note

The number of input fields should not exceed the maximum number of exposed fields.

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7.3.19  Disable Sales Quote Copy and Paste Function

Users can disable the copy and paste function allowing you to quickly paste products to a sales quote in the
product table. To disable the function, go to Adaptation Sales Quotes Products deselect Copy&Paste.

7.3.20  Remove Personal Data in Sales Contracts

The depersonalization function allows users to remove personal data from a business object, such as sales
contracts, to ensure compliance with the applicable data protection requirements.

Depersonalization is only available for users with access to the Data Protection and Privacy work center.

The Data Privacy Management tab allows those responsible for data protection issues in an organization to
respond to personal information removal and disclosure.

Remove personal data in contracts by navigating to Contracts All Contracts (or select desired contracts
Actions Depersonalize.

Related Information

Personal Data Protection and Privacy

7.4 Process Sales Quotes

Sales quote processing is used to offer products to customers according to specific terms with fixed
conditions. In addition, the seller is bound by the sales quote for a specific period of time.

Process Flow

The following steps explain the typical process flow for sales quote processing. During this process, you access
the Sales tab.

1. The sales representative creates a sales quote, enters an account, and the products to be offered.
2. The system uses details such as accounts, products, and date to calculate a net value. The user can
overwrite the automatically determined prices and discounts or add further discounts and surcharges.
3. Optionally, if certain thresholds have been exceeded, the sales quote may need approval according your
approval processes.
4. The sales quote is sent to the customer through the Submit action according to the output settings.

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 5. If the customer accepts the sales quote, the user sets it to Won and the status changes to Completed. With
an external integration, such as SAP ERP, you can also transfer the sales quote into a sales order in the
external system through Action Create Sales Order .

Activities in Sales Quotes [page 477]

Learn about tracking all sales quote related activities.

Sales Quote Languages [page 483]

Learn how to modify quote output languages.

Sales Quote Approval Process [page 484]

Learn about the sales quote approval process and how to define an approval process for acceptance of
sales quotes, including e-mail approval.

7.4.1  Activities in Sales Quotes

Learn about tracking all sales quote related activities.

Follow-up activities, such as appointments, tasks, phone calls, and e-mails can be created directly from the
sales quote. Activities can also be viewed in the document flow of a sales quote.

Users can select the action Add Tasks from Activity Plan to assign predefined tasks from an activity plan to the
sales quote. The Activity Plan supports the creation of tasks that, can be used to follow a sales methodology.

 Note

E-mails can also be assigned to the sales quote using MS Outlook integration.

[Link] Configure Activities for Sales Quotes

Configure activities, for example, appointments, e-mail, phone calls, and tasks to record information sales
quote results from interactions between business partners in the solution.

Administrators can scope activities list for sales quotes.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Scoping Sales Account and Activity Management Activity Management .

In fine tuning, you can further define Activities.

[Link] Add Attachments to Sales Quotes

You can attached documents on item and on header level. If the attachments need to be part of the output,
select the relevant attachments in the output settings. Click Submit and the output is triggered.

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[Link] Configure Rich Text Format for Sales Quote Output
E-Mails

Administrator can configure rich text format for sales quote output e-mails. This reduces the effort on e-mail
editing.

1. Go to Business Configuration Implementation Projects and select your project.

2. Click Edit Project Scope Questions Sales New Business Communication for New Business and
select the scoping question: Do you want to use formatted text for sales quote output email body?

[Link] Configure Attachment of Product Images to Sales

Quote Output Forms

Administrators can scope output forms so users can add images to sales quote output forms.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Sales New Business Communication for New Business and select the scoping
question: Do you want to add product images to the Sales Quote form template?

 Note

When users add product images to form output messages, system performance is influenced.

[Link] View Sales Quote Statuses

Learn how to distinguish the meaning of various sales quote and sales order statuses.

Progress Statuses for Sales Quotes

• Not Relevant: The initial status of a sales quote.

• Pending: quote has been submitted to a customer (implies that submitted quote items cannot be deleted).
In case of bi-directional replication quote turns to pending, once the quote is transferred to SAP ERP.
• Won: Displayed when a quote has at least one referenced sales order (SAP ERP) or was manually set using
the action Set As Won.
• Lost: Used to cancel a quote. Set a reason for rejection, by entering one in the Reason for Rejection field.
Alternatively, use the action Set to Lost.

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Life Cycle Statuses for Sales Quotes

• Open: User created an initial quote.

• In Process: User canceled a quote item or at least an item is referenced to a sales order (SAP ERP
(bi-directional replication)). Additionally, user triggered the action Create External Follow-up Document.
• Completed: All items are referenced to SAP Cloud for Customer orders or quotes have been set to won
or lost using the Reason for Rejection field on the header). In case of bi-directional replication, the status
Completed is based on SAP ERP logic. If a Create External Follow-up Document was created, the quote
status changes to Complete, if one follow-up sales order in SAP ERP was created.

Cancellation Statuses for Sales Quotes

The statuses refer to canceled items. The status can be found on sales quote header and item level.

• Not Canceled: The user did not set a Reason for Rejection.
• Canceled: The complete quote is canceled for header status; item is canceled for item status.
• Partially Canceled: At least one item is canceled (The user sets the reason for rejection on item level).

 Note

The status is not applicable on item level.

Transfer Statuses for Sales Quotes

The statuses refer to SAP ERP bi-directional integration.

• Not Started: The initial status if a quote is created in SAP Cloud for Customer.
• In Process: A replication message was triggered to the external SAP ERP system. The SAP Cloud for
Customer sales quote becomes read only. If no confirmation message is received by the SAP Cloud for
Customer system, message monitoring is required to analyze the top level cause. Transfer Logs tab allows
you to revoke (the replication of) the sales quote. Revoking allows changing the SAP Cloud for Customer
quote again to correct the data. This action causes the message to fail and replicates it again.
• Finished: The transfer is completed and confirmation message from the on Premise system has been
successfully returned to SAP Cloud for Customer.
• Interrupted: The transfer was interrupted due to an error in the external system. Error information provided
by the external system is displayed on the Transfer Logs tab. The sales quote is editable and can be
processed once the error is resolved.
• Not Relevant: Not applicable.

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Approval Statuses for Sales Quotes

• Not Started: The initial status.

 Note

The Approval status changes to Not Started once the Approved or In Revision quote is modified.
This action is not valid for bi-directional replication document types. An approved quote is submitted
automatically to SAP ERP once the quote is approved. If the quote was created in SAP ERP, no
approval status is displayed in SAP Cloud for Customer

.
• Approval Not Necessary: The quote has been submitted and approval conditions are not met.
• In Approval: The quote action Submit has been triggered and approval conditions are reached to start the
approval process.

 Note

The quote cannot be edited except for entering text in the approval note.

• Approved: The quote has been approved by the respective manager.

 Note

The approval submits the quote automatically based on the defaulted output settings. If bi-directional
replication is used, the approval automatically causes the quote submission to SAP ERP.

• Revision: A quote has been sent back for revision by a respective manager.
• Rejected: With this status, users should click Send back for Revision.
• Withdrawn: Based on the user action, the submission process has been revoked for an approval of a
relevant quote.

Credit Statuses for Sales Quotes

The credit status is derived from external pricing with on Premise system.

• Limit Exceeded
• Limit not Exceeded
• Manually
• Check Pending
• Not relevant

Reference Statuses for Follow-up Sales Orders

These following statuses refer to follow-up sales orders that are created in SAP Cloud for Customer or in SAP
ERP.

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 • Not Started: The initial status.
• In Process: This status corresponds to the SAP ERP status Partially Referenced.

 Note

Some items are referenced to a sales order.

• Finished: All items are referenced to a sales order.

• Not Relevant: Refers to a text item (Item status).
• Interrupted: Not applicable.

[Link] Track a Quote Follow-up Transfer Status

Learn how to track an external follow-up document (developed mainly for a sales order in SAP ERP) from your
cloud solution. This is useful to track if an error happens and the status does not change to Finished.

If no confirmation message is received by the SAP Cloud for Customer, the Follow-up Transfer Status remains in
status In Process. In addition, message monitoring is required to analyze the top level cause.

 Note

The following statuses are supported:

• Not Started
• In Process
• Finished

To view and use the Follow-up Transfer Status field add it from adapt or personalize. You can add the field in
Advanced Search, the result list, and the detailed section.

[Link] Use Follow-up Actions in Sales Quotes

With integration with an external system, where you, for example, process your sales orders, you can capture
references to the follow-up documents in the quote Sales Documents External Follow-Up Documents .

If your administrator has configured external follow-up documents, the action Create External Follow-up
Document, creates a follow-up sales order.

Related Information

Create a Follow-up Sales Quote [page 492]

Learn to create follow-up quotes.

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[Link].1 Block External Follow-up Documents for
Prospects

As an administrator, learn how to disable external follow-up documents for prospects.

To block external follow-up documents for prospects, disable the action Create External Follow-up Document in
SAP ERP. This action means prospects won't receive follow-up documents.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Communication and Information Exchange Integration with External Applications and
Solutions Integration with SAP ERP and select the scoping question: Do you want to block prospects
created in your cloud solution from being replicated to your SAP ERP solution?

[Link] Add Sales Quote Header and Item Notes

You can add internal and external notes to a sales quote only on header level.

Notes maintained as External are automatically printed to the standard sales quote output print form delivered
with the solution. This function includes sales org. and distribution channel dependent notes maintained in
the product master by the administrator. With this function, the notes are automatically copied to the external
product note of the sales quote.

When working in the Notes tab, you can increase the size by enlarging the pane.

 Note

Restrictions on printing formatted notes are applicable.

[Link].1 Enable Formatted Text

Administrators can enable the use of formatted texts for notes in sales quotes.

Configure the use of external and internal notes by navigating to Business Configuration Scoping Element:
Sales New Business Questions Sales Quotes: Do you want use formatted texts for Sales Quotes?

Once the scoping is complete, users can enter and edit standard notes on header and item (Internal and
External Note).

If you're using the sales quote form template Sales Quote Demo, then the formatted texts are included when
printing.

 Note

To enable formatted texts in other quote form templates, switch the data type from plain text to rich text in
Adobe® Livecycle Designer.

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[Link] Configure Sales Quote Versioning

Administrators can configure sales quote versioning, allowing users to send customers sales quotes with the
same sales quote ID (Group ID) in addition to a version number.

Configure sales quote versioning by navigating to Business Configuration Scoping Element: Sales New
Business Sales Quotes and place a check mark for the question Do you want to user Sales Quote
Versioning?

User can only create an external follow-up document for SAP ERP for quote that are not in Active status and
have been submitted.

Quote versions cannot be created in offline mode.

If a quote is replicated to or from an external system, versioning is no longer possible.

 Remember

Adjust the form templates (aside from the Sales Quote Demo) so that the Group ID appears in the printout.

[Link]  Create Sales Quote Versions

Users can send customers sales quotes with the same sales quote ID (Group ID) in addition to a version
number to customers.

Users can create and track sales quote versions in the sales quote Versions tab. When you highlight a quote and
click Action New Version , the selected quote is copied with the same Group ID and version increment.

 Remember

Only one active sales quote version with the same Group ID can exist and be edited. Click Action
Activate Version to activate the quote version.

Use the life cycle status vale Inactive Version to filter quotes for reporting.

Use advanced or basic search to locate and track quote versions using the Group ID field in your search criteria.

7.4.2  Sales Quote Languages

Learn how to modify quote output languages.

By default, it is set according to the account master data set-up by your Administrator.

1. Open a quote.
2. Navigate to the Personalization or Adapt mode.
3. In the header, select Add Items Add Fields .
4. Place a checkmark in the Language field.

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5. Save your entries.

 Note

If you change the language after you already entered some items, the item descriptions have not been
automatically translated.

Please keep in mind that you can print forms only in languages with a translated template form.

7.4.3  Sales Quote Approval Process

Learn about the sales quote approval process and how to define an approval process for acceptance of sales
quotes, including e-mail approval.

If your administrator has configured approvals, a task is triggered to forward the quote or hinder it from moving
to the next stage.

Administrators can set up multilevel approval processes. Based on the configuration settings, user can:

• Edit and view approval notes in the Approval tab.

• Withdraw from approval under Actions, using the Withdraw from Approval field.
• Manager can approve quotes from notifications or directly in the sales quote Approval tab.

When approving quotes in e-mails, the approver approves the quote or sends it back for revision from
Notification actions or using the sales quote Approval tab. Alternatively, you can directly approve the quote
in from e-mail. If there is no system access, the sales quote print preview document is appended to the e-mail.

Approvals are submitted automatically based on the sales quote output settings.

 Note

E-Mail approvals require a certification setup for Microsoft Outlook and Multipurpose Internet Mail
Extensions (MIME) configurations.

[Link] Configure Approvals

Administrators can explore how to incorporate conditions into the sales quote approval process, such as limits
to the amount an approver is allowed to approve.

Activate the sales quote approval process under Business Configuration Implementation Projects . Select
your project and navigate to Edit Project Scope Sales New Business .

Once you scope sales quote, then you detail the approval process. For this step, you define the approval
conditions and an approver before the approval process is ready to use. Navigate to Administrator
Approval Processes .

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  Note

At least one approval process must be active. To define an approval process, copy the default approval
process and adapt the approval validity, ensuring one process has an unlimited validity.

[Link] Configure Sales Quote Approver Determination

As an administrator, learn how to edit the sales quote approval process.

Administrators can perform advanced quote approval process modifications. You can edit or add steps, change
the order of existing approval steps, and define approver conditions. Navigate to Administrator Approval
Processes: Sales Quote Work Distribution Customer Defined Involved Party or Customer Defined Territory
Owner.

Follow the steps to finalize the advanced sales quote approver determination:

1. Navigate to the fine-tuning activity Party Role Definition. Create a new party role and assign party category
Approver.
2. Navigate to the fine-tuning activity Involved Parties for Sales Quotes. Add the role to the sales quotes
involved parties.

 Note

You can also define determination for the standard party role Approver.

3. Add a new determination step User Rules for <z-party> for the newly created party.
4. Continue by navigation to Administrator Sales and Marketing Settings Define Rules for Sales Quote
Parties .
5. Finally, navigate to Administrator Approval Processes to add the work distribution Customer Defined
Involved Party to the sales quote approval process.

Related Information

Configure Workflow Rules [page 438]

As an administrator, learn about configuring workflow rules triggers automatic e-mail messages,
notifications, field updates, and actions for sales quotes and other business objects.

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[Link] Configure Re-submit for Quote Approvals

Administrators can learn how to configure resubmit for sales quotes. Once quotes have been approved, the
business option allows your company to control the approval status and or the output status.

If you do not select the business option, each change in the quote (aside from adding attachments) changes
the approval status to Not Started. Also, to further process the quote, users must submit it again for an
approval and output.

 Note

If a quote with bi-directional replication to SAP on Premise system exists, a reset of the approval status is
not possible.

When you select this option, the automatic reset of these statuses from most modifications is deactivated.
Instead, the reset can be configured based on conditions in the workflow rules. The reset is achieved from one
of the following actions:

• Reset Submit (for approval and output statuses).

• Reset Output Status (for only the output status).

Configure Re-submit for Quote Approvals by navigation to Business Configuration Scoping Element: Sales
New Business Sales Quotes Do you want to control the reset of the approval status and output status via
workflow rules?

Continue the setup by:

1. Defining workflow rules by navigating to Administrator Workflow Rules .

2. Defining conditions that should trigger additional approvals in the workflow rule and select the desired
action users can choose from:
• Reset Submit - The action resets the approval status to Not started, including the output status. To
further process the quote, users click Actions Reset Submit .
• Reset Output Status - The action resets the output status (confirmation issue status). The approval
status remains as Approved or Approval Not Necessary.

 Note

The Submit action generates a new output document without the need for an additional approval
process.

[Link] Configure Rule to Revoke Quotes with In Approval

Status

If for example, a custom defined time period is exceeded, administrators can create a rule to revoke sales
quotes with status In Approval to Not Started.

Administrators can create a rule by defining the Rule Type action Reset Submit.

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  Remember

As of the February 2018 release, only approval status Approval Not Necessary and Approved are supported
for revocation.

[Link] Use New Workflow Rule for Recipient Determination

When you create workflow rules for either sales quotes or sales orders, you can choose to have the solution
determine recipients from either the account team or territory team.

[Link] Use Workflow Rules and Field Updates

Workflow rules can be used to configure the sending of notifications, text messages, or E-Mails to internal or
external parties based on defined conditions.

You can also use workflow rules to update fields in the sales quotes. User can view executed workflow rules in
the sales quote under the Workflow Changes tab.

[Link] View Additional Sales Quote Details

Learn more about sales quote details you can view or modify.

Sales Quote Tabs

Overview
On the Overview tab you see the latest quote changes, products, and involved parties.

Products
• On the Products tab, you can add or delete products, enter external and internal notes, and add
attachments.
You can also view and change the internal and external notes for the sales quote and the products: The
Internal Note details ares only stored with the document. If you use external integration., the External Note
is forwarded to the customer and forwarded to the external system.
If you use integration with an external system to calculate the prices for the products, you receive product
prices by clicking Actions Request Pricing . The fields Pricing Status and Pricing Procedure inform you
about the current status of the request.

 Note

• When you copy a line item, the notes and attachments are copied as well.

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 • You can also add products from the product list by clicking Actions Add from List .

Involved Parties

• On the Involved Parties tab, you add or delete parties and contacts. You can also select an address that was
maintained in master data.

Sales Document

• The Sales Documents tab is where you find an overview about the related sales quotes and the sales order
requests and sales orders processed in the SAP ERP system.

Document Flow

• The Document Flow tab is where you view all preceding and all follow-up documents for a particular quote.

Attachments

• On the Attachments tab, you add attachments, for example, local files, web links, and links to Library
content.
If the customer accepted the quote directly during a visit, and signed it on the tablet, the customer's
signature is displayed.

 Note

Legally binding integration of digital signatures is supported using partner solutions.

Approval

• On the Approval tab, you enter additional information for the approver. In addition, the approver can also
add comments.

Activities

• On the Activities tab, an overview of the activities are displayed. You can also add appointments, tasks, and
phone calls. E-mails related to a quote are displayed and you can add tasks from the determined activity
plans.

Output

• On the Output tab, you view see the output history and the sent PDF document files. Resend the document
by clicking Resubmit.

Feed

• The Feed tab displays major updates of the quote.

Changes

• On the Changes tab, you follow-up on all changes made in the document.
• On the sales quote Changes tab, you can see all changes made in the quote, but you can also filter for a
specific time period. The list includes the originating and the new value after the change.

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Tickets

• On the Tickets tab, you can find all related tickets for the particular sales quote and you can create tickets
based on the quote.

Surveys

• On the Surveys tab, you can add and edit surveys from the determined activity plans to the document.

[Link].1 Use Sales Quote Feed

Learn how to collaborate with colleagues on sales quotes, which are relevant to you using the feed.

When users create or maintain quotes, an action is displayed in Feed or within the sales quote on the Feed tab.

Users can manage feed settings by navigating to Personalize Feed Settings Feed Sources.

Select a person you follow and click Edit to open the Manage Source Events screen. Flag the desired automatic
updates feed events triggered by the person you follow and add more tags if desired.

[Link].2 Use Sales Quote Change History

Learn about viewing sales quote modifications.

Users assigned to product lists can track product list modifications by adding the Changes field to the Product
List tab.

Navigate to Personalize Start Personalization and click Add Tab to make the Changes tab visible.

Search for changes by filtering the following change history fields:

• Changes Made From

• Changes Made To
• Attribute
• Changed By User

7.5 Define Workflow Rule to Update Opportunity Custom

Statuses

Administrators can define workflow rules that update opportunity custom statuses and reasons based on sales
quote conditions.

This feature allows you for example, to set an opportunity to Won, if the related primary sales quote turns to
Won.

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  Restriction

Custom values with the same descriptions cannot be distinguished in the workflow rule definition.

7.5.1  Modify Warning Message Regarding Multiple Sales

Areas

7.6 Complete Sales Quotes

Learn various ways to complete a sales quote.

You have several options to complete a sales quote. If the sales quote is accepted, you can create a follow-up
sales order either in the solution or as follow-up order in SAP ERP. In both cases, the follow-up order changes
the quote to status Completed and progress to Won.

Canceling a sales quote is another way to complete a sales quote. Once you cancel a quote on header level by
setting a Reason for Rejection, the progress is displayed as Lost.

 Note

Normally, quotes submitted to customers cannot be deleted unless your administrator has configured
Quote Line Deletion after Customer Submittal. With this configuration, users will be able to delete quote
items for quotes that have already been submitted to the customer.

Signatures [page 491]

Capture graphical signatures under Actions Sign .

Sending a Sales Quote to Customer Accounts [page 491]

Use output settings to determine how the sales quote is sent to accounts.

Create a Follow-up Sales Quote [page 492]

Learn to create follow-up quotes.

Sales Quote Preview [page 492]

Preview sales quotes before sending them to customers or prospects or share the preview document
with colleagues.

Add Attachments to Completed Sales Quotes [page 493]

For sales quotes with a Completed status, go to Attachments and add files (header and item
attachments).

Sales Quote Document Flow [page 493]

Use the document flow to view for example, the sales quote chain of associated documents such as
opportunities, orders, and delivery.

Create Multiple Sales Orders from One Sales Quote [page 494]
Users can create multiple SAP Cloud for Customer sales orders from one sales quote.

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 Sales Quote Output Form [page 494]
Explore sales quote forms used for business document output.

Cancel a Sales Quote [page 496]

Learn how to cancel a sales quote.

Enable Quote Output Submission with Bi-Directional SAP ERP Integration [page 498]
Administrators can configure and enable the fine-tune activity to allow printing of sales quotes with
bi-directional SAP ERP integration.

7.6.1  Signatures

Capture graphical signatures under Actions Sign .

Signatures can be enabled in Business Configuration Implementation Project Edit Project Scope
Questions Sales New Business Sales Quote Graphical Signature for Sales Quotes Do you want to
capture and attach a graphical signature to the sales quote (Valid for touch enabled devices only)?

The signature is included in Sales Quote Demo print form.

 Note

Legally binding integration of digital signatures is supported using partner solutions.

[Link] Embed Graphical Signature in Sales Quotes

Once configured, employees can sign a sales quote with a graphical signature and can create a new graphical
signature.

To embed the employee signature to a quote, administrators are required to go to Adobe LiveCycle Designer
and adapt the output form.

7.6.2  Sending a Sales Quote to Customer Accounts

Use output settings to determine how the sales quote is sent to accounts.

From the quote, select Actions Submit . The output of the sales quote is triggered, depending on the
maintained output settings. In the output settings you can define if a sales quote should be sent for example,
using e-mail. The e-mail of the primary contact person is the default. A quote, which has been submitted to a
customer appears with progress status Pending.

 Note

If a quote approval is required, the submit action triggers the approval notification. After final approval, the
output is triggered automatically based on the defined output settings.

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7.6.3  Create a Follow-up Sales Quote

Learn to create follow-up quotes.

Context

From your sales quote, you'll create follow-up sales quote based on an existing one which is not the same
as copying a sales quote. When you create a follow-up sales quote, the header, item, and document flow are
updated. When you copy a sales quote, the header and data are not copied and the document flow is not
updated.

Procedure

1. In the sales quote where you want to create a follow-up quote from, select the Sales Documents tab.
2. Under Sales Quotes click New, the data from the current quote is copied into the quote.
3. Adapt the entries and select Save and Open.
The system copies the whole quote including the products into a new document and opens it.
4. View the old quote to find the new quote located in Sales Documents.
Continue to work with the new sales quote as desired.

[Link] Block External Follow-up Documents for Prospects

As an administrator, learn how to disable external follow-up documents for prospects.

To block external follow-up documents for prospects, disable the action Create External Follow-up Document in
SAP ERP. This action means prospects won't receive follow-up documents.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Communication and Information Exchange Integration with External Applications and
Solutions Integration with SAP ERP and select the scoping question: Do you want to block prospects
created in your cloud solution from being replicated to your SAP ERP solution?

7.6.4  Sales Quote Preview

Preview sales quotes before sending them to customers or prospects or share the preview document with
colleagues.

1. Open the sales quote.

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 2. Choose Actions Preview .
3. A new window opens displaying the quote PDF document.

[Link] Use Sales Quote PDF Preview

The sales quote preview is displayed in PDF form (generated by configuring form templates) when you click
Actions Preview .

7.6.5  Add Attachments to Completed Sales Quotes

For sales quotes with a Completed status, go to Attachments and add files (header and item attachments).

7.6.6  Sales Quote Document Flow

Use the document flow to view for example, the sales quote chain of associated documents such as
opportunities, orders, and delivery.

The Document Flow shows related transactions, such as opportunities or activities.

 Note

You cannot access the printable sales quote PDF (derived in SAP ERP) in the document flow.

 Tip

Navigate to the sales quote Document Flow PDF to view the latest quote sent to accounts.

1. Open a business document such as a sales quote or sales order or find one using Search.
2. On the Document tab you see all preceding and all follow-up documents for this quote.
3. Click the links to open and view more document details.

 Note

You can view transactions such as activities in the sales quote document flow.

In the Document Flow, you can also view follow-up transactions in SAP ERP. For example, follow-up orders,
delivery or invoice transactions, including access to the related PDF documents (using the web service).

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The Document Flow also displays SAP ERP references for sale and quotes and sales orders in SAP Cloud for
Customer. Click the triangle in the yellow frame to open and close related SAP ERP transactions.

7.6.7  Create Multiple Sales Orders from One Sales Quote

Users can create multiple SAP Cloud for Customer sales orders from one sales quote.

The sales quote status changes to Won if a sales order reference exists.

Users can track the related call offs in the product table Ordered Quantity field. Navigate to Personalize to add
the hidden Ordered Quantity field.

 Note

Ordered items which are not fully referenced to the SAP Cloud for Customer quote, will set the quote status
to In process. As of the 1902 release, the quote status becomes In process not only if a referenced item in
the order has been completely removed, but also when the referenced item quantity will be reduced

7.6.8  Sales Quote Output Form

Explore sales quote forms used for business document output.

Sales quote and sales order output first depends on how your administrator configures the form templates.
Second, after configuration, when users submit sales quotes or orders to accounts, the document layout
depends on the template selection users choose in Edit Output Settings.

 Note

Printing of price elements depends on the print configuration of the pricing schema.

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  Note

The Sales Quote Demo template includes enhancements, such as product images, formatted notes,
signature, GTIN, or customer part number.

Administrators configure Print forms - A read-only portable document format (PDF) documents that are
generated from data stored in the system. Print forms can be printed, sent as an e-mail attachment, or faxed to
business partners.

[Link] Configure Output Form

As an administrator, explore how to use the integrated Adobe® LiveCycle® Designer to make advanced changes
to sales quote form templates.

Procedure

1. Go to Administrator Form Template Maintenance .

 Note

Adapt general changes on the output form from the master template in Master Template Maintenance.

2. Select the form template variant you want to edit and choose Open Adobe LiveCycle Designer .
3. Make your changes.
4. Preview your changes using historical data or sample data.
5. Click Save.
6. Click Publish to finalize your entries.

[Link] Configure Sales Quote Output and Channel

Determination

As administrator, learn about default sales quote form templates or output channels by sales organizations.

Adapt the columns to make a new selection of attributes visible in this table. Navigate out of the screen and
return to it to see the changes.

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[Link] Configure Reasons for Rejection

Administrators can learn how to configure reasons for rejection. The codes are used in documents such as
quotes, orders, or contracts to define the reasons for rejection.

You define rejection reasons to describe why a document or item has been canceled.

1. To quickly navigate to the fine-tuning activity, go to Business Configuration Overview Activities

Search and type Reasons for Rejection.
2. Click Add Row.
3. Enter the desired Rejection Reason Code.

 Note

When adding your own entries, the data you enter into field Rejection Reason Code must begin with the
letter Z.

4. Enter the desired description.

5. Save your entries and set the desired status.

Users can cancel sales quotes on header and on item level. When canceled on header level, the rejection reason
is copied over to the items.

 Note

Sales quotes canceled on header level cancels all of its items.

7.6.9  Cancel a Sales Quote

Learn how to cancel a sales quote.

Canceling a sales quote can be accomplished in various ways. Open the quote and:

• Set a Reason for Rejection.

• Trigger the action Set to Lost.
• Maintain a specific reason for rejection on header and item level.

 Note

If a quote is partially canceled, for example, a single line item is set to lost, the status of the quote is In
Process.

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[Link] Delete a Sales Quote

Learn how and when to delete sales quotes.

Context

You can delete quotes if quotes have not been submitted to customers and if no follow-up document or activity
exists.

Procedure

1. Search for the quote you want to delete.

2. Check the status to ensure that the quote can be deleted.

The progress status Pending displays that quotes have been submitted and cannot be deleted.
3. Click Actions.
4. Choose Delete and the sales quote is deleted from the system.

 Tip

Quotes that have been submitted to a customer cannot be deleted, but you can cancel them.

[Link] Cancel a Single Item

Procedure

1. Search for the quote with the line items you want to cancel.
2. Set the line item Reason for Rejection. Alternatively, triggering the action Set to Lost cancels all items.

 Tip

You can also maintain a specific reason for rejection on item level for the sales quote.

If a quote is partially canceled, the status is changed to In Process.

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7.6.10  Enable Quote Output Submission with Bi-Directional
SAP ERP Integration

Administrators can configure and enable the fine-tune activity to allow printing of sales quotes with bi-
directional SAP ERP integration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Sales Quotes Document Types Maintain Document Types Sales Quote with
Replication . Place a check mark under Direct Customer Acceptance to enable quote output submission with
bi-directional integration.

 Note

The configuration is not enabled for quotes with asynchronous pricing.

7.7 Sales Quote Pricing

SAP Cloud for Customer helps you stay competitive by allowing you to easily apply flexible internal, external,
and offline pricing.

Users can offer competitive pricing to your customers when working with sales quotes and sales orders. Your
administrator has preconfigured product price lists or your price determination in transactions is based on

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price master data derived from an external SAP system. You can manually apply discounts and miscellaneous
surcharges to sales quotes and orders. Users can overwrite certain pricing elements to make pricing more
flexible.

Here's an overview of the SAP Cloud for Customer solution pricing types:

Internal Pricing – The solution offers internal net pricing. It is used if your company derives pricing from price
lists or discount lists based on the solution master data. Internal pricing takes prices from the price list created
by your administrator and can include optional predefined discounts. Depending on the solution set-up, users
can apply various types of discounts, for example, to the total value or product item.

External Pricing – External pricing can be used for companies that retrieve their complete price information
including tax details from an external SAP system. End-users request pricing via a user action to retrieve the
external pricing result and apply discounts or other price elements if necessary. Also, your administrator can
use the solution to determine credit limits and product availability information from this user action.

Offline Pricing – If your company has the SAP Cloud for Customer, extended edition, you can use offline
pricing . In offline mode, you can calculate an estimated price value including a fixed or percentage based
discount for your quotes and order items created in offline. Sync the discount details when you are working
online again. You can also view the external pricing result in offline mode.

Internal Pricing [page 500]

Learn about internal pricing for sales quotes and orders.

Dynamic Labeling of Price Elements [page 502]

Administrators can change the price element user interface fields with the description of the assigned
condition type or pricing procedure step. This configuration improves usability for users where there
are different pricing procedures which lead to a change in the condition description.

Modify Internal Pricing for Sales Quotes [page 502]

Learn how to apply discounts and miscellaneous charges to sales quotes and sales orders.

Add New Product Price Elements for Quotes and Orders [page 503]
Administrators can use adaptation mode to add three additional price elements to the sales quote and
sales order product table. The total price elements have been increased to eight to allow for better
usability around price details. End users can add these new fields using personalization, if they have
been enabled by the administrators.

Calculate Quantity [page 503]

Estimate the amount of space needed for an order for delivery capacity planning purposes.

Check Credit Limit [page 504]

When processing a sales order, ensure your customers are within their credit limit.

Request External Pricing with SAP ERP, SAP CRM, SAP S/4HANA [page 504]
Learn more about how to request external pricing for sales quotes with SAP ERP, SAP CRM or SAP
S/4HANA on premise solution.

Check Output Pricing to View All Price Components [page 506]

Administrators can enable the new action Check Output Pricing using adaptation mode. This action
allows users to view all price components that are available in the output form message as now they are
defined as print relevant in the system.

Available to Promise (ATP) Check [page 506]

Learn about the Available to Promise (ATP) check.

Use Free Goods Determination [page 507]

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 Simulate or transfer an order from SAP ERP to view the free goods that are available. With external
pricing, you can also trigger free goods determination.

Bill of Material Explosion [page 507]

View the bill of materials from SAP ERP system.

Modify Prices for Sub-Items of a Bill-of-Material [page 507]

You can change the price conditions for sub-items that are determined in an external application.

Product Substitution [page 508]

Use product substitution to automatically replace one product that you enter with another one when
processing a sales quote.

7.7.1  Internal Pricing

Learn about internal pricing for sales quotes and orders.

SAP Cloud for Customer provides various internal price elements in the sales quotes and sales orders. Open a
sales quote or sales order and go to the Products tab. The table displays the most important price details. This
information and can be easily overwritten depending on how your administrator configures the solution.

Every product or service you have entered in the sales quote or order has its own line item number. From the
line item you see the line item number, product ID, description, price, quantity, discount, and more depending
on your solution setup.

1. Open an existing sales quote or order.

2. From the Products tab of the sales quote, click Edit.
3. Overwrite the list price line item or the line item discount and click Update Pricing.
4. If desired, from the header, modify the Overall Discount (%).
5. Save your changes.

[Link] Configure Incoterms

Administrators need to configure incoterms.

1. Go to Business Configuration Overview Activities Search and type Incoterms.

2. Click Add Row.
3. Enter an Incoterm ID and description.
4. Set the Location Mandatory flag accordingly.
5. Save your entries.

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[Link] Configure Payment Terms and Incoterms

As an administrator, you can configure payment terms and Incoterms (International Commercial Terms) to
define when an invoice must be paid as well as the charges you company or the buyer pays.

Locate the fine-tuning activity by navigating to Business Configuration Overview Search Accounts
and click Maintain Payment Terms.

1. Click Add Row.

2. Enter the desired details
3. Save your entries.

 Note

Payment terms are defaulted from the sales data of the account to the sales quote.

[Link] Configure Copy of Quote Pricing Date and

Incoterms

If a sales quote is copied, administrators can configure the copying of the Pricing Date and Incoterms.

Procedure

1. To activate this action, navigate to Fine-Tune.

2. Select Sales Quote Document Types.

3. Select the desired Pricing Date configuration details.

Related Information

Configure Pricing Date [page 516]

Administrators can set the default Pricing Date to use in new Sales Orders and copied Sales Orders.

[Link] Configure Default Pricing Date

As an administrator, learn how to configure the default pricing date.

Define default logic for the Pricing Date.

• (Today's Date)
• Requested Date (Header)

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Configure the pricing date defaults by navigating to the fine-tuning activity Sales Quote Document Types .

Highlight the desired document type and select the desired logic type from the pricing date dropdown field.

[Link] Disable Mandatory Check for Internal Pricing Price

Lists

Administrators or key users can navigate to Adapt to disable the mandatory check for the list price used for
internal pricing. The function is useful if your company works with manual prices.

Disable the mandatory check for internal pricing by navigating to Fine-tune Configure Price Strategy and
ensure there is a checkmark in the Mandatory field.

7.7.2  Dynamic Labeling of Price Elements

Administrators can change the price element user interface fields with the description of the assigned
condition type or pricing procedure step. This configuration improves usability for users where there are
different pricing procedures which lead to a change in the condition description.

Administrators can maintain the configuration under Fine-tune External Pricing Labeling External Pricing
Element.

7.7.3  Modify Internal Pricing for Sales Quotes

Learn how to apply discounts and miscellaneous charges to sales quotes and sales orders.

Context

To apply discounts and surcharges to sales quotes, do the following:

Open one of your sales quotes or create a new one. From the Products tab view of the sales quote, click Edit and
overwrite the overall discount, list price line item, or line item discount. Click Update Pricing Save your
changes. .

You can add further price components for each line item when you navigate to the Pricing tab and the Item
Pricing section of the sales quote. Select the line item Expand and from the drop-down box, select desired
component.

 Tip

You can also change the line item description if desired.

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You can add a price component for a complete sales quote when you:

Procedure

1. Open one of your sales quotes or create a new one.

2. Navigate to the sales quote tab Pricing Total Pricing Add Row and apply additional price
components for the entire sales quote.

3. Click Update pricing Keep Manual Changes or Remove Manual Changes.

4. Save your entries.
5. Click Preview to view the pricing details in the sales quote form.

7.7.4  Add New Product Price Elements for Quotes and Orders

Administrators can use adaptation mode to add three additional price elements to the sales quote and sales
order product table. The total price elements have been increased to eight to allow for better usability around
price details. End users can add these new fields using personalization, if they have been enabled by the
administrators.

Define the labels in fine-tune activity External Pricing Labeling External Pricing Element.

7.7.5  Calculate Quantity

Estimate the amount of space needed for an order for delivery capacity planning purposes.

Use the calculate quantity action to create a summary of the number of items for each unit of measure. This
quantity overview helps identify potential upselling opportunities if there is available space for more products in
the same delivery.

Related Information

Use Cross, Up, and Down Selling [page 469]

Learn how the solution uses cross selling to display proposed products to users when creating sales
transactions.

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7.7.6  Check Credit Limit

When processing a sales order, ensure your customers are within their credit limit.

When you simulate or transfer an order, you will see the credit status, credit limit, and credit exposure that has
been defined from the SAP ERP system. If the sales order amount exceeds the customer's limit, you will get a
warning message.

You can use credit status as a part of approval conditions for your sales order.

Related Information

Define Approval Processes for Sales Orders [page 552]

Define an approval process for acceptance of sales orders.

7.7.7  Request External Pricing with SAP ERP, SAP CRM, SAP

S/4HANA

Learn more about how to request external pricing for sales quotes with SAP ERP, SAP CRM or SAP S/4HANA
on premise solution.

Your administrator has correctly set-up external pricing. You create a quote, request the pricing from the
external system by clicking Actions Request Pricing . Similarly, you can use the action Simulate to
retrieve external pricing for a sales order.

The external system then simulates a complete document, and you receive the results in your quote or order.

In the solution, you can adapt the following header hidden fields and make them visible for external pricing:

• Pricing Status – Only a successfully calculated quote can be submitted.

• Pricing Date – A hidden field, also available in internal pricing.
• Pricing Procedure
• Total (Gross)

On the detailed tab of the sales quote Products tab, the following fields are displayed:

• Product Pricing – Displays the pricing overview for the selected Product.
• Total Pricing – Displays the pricing overview for the complete sales quote.
• Adjusted Item Price – Considers item and header price elements
• Adjusted Item Value – Considers item and header price element times requested quantity.

 Note

Fields List Price and Product Discount (%) are not available in the product table for external pricing.

Follow-up Documents

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You have an integration with an external system, process your sales orders, and can capture the references to
the follow-up documents in the quote. Navigate to Sales Documents External Follow-Up Documents .

If you have scoped external pricing, adapt and translate the condition types and pricing procedures from the
external system to your own needs in the External Pricing fine-tune activity.

Also, set the External Pricing checkbox for the corresponding sales quote document types.

Assignment to External Pricing

If your solution includes integration to an external system and you've chosen to enable external pricing, you can
configure the external price elements at the item and header levels for sales quotes to provide quick access
to view and edit the pricing data. By configuring these elements, you can also remove the Product Pricing and
Total Pricing tabs from the Products tab of the sales quote. Execute these steps to define the configuration:

1. In the fine tuning, go to External Pricing Labeling External Pricing Elements .

2. Enter the Description for the price elements you plan to use and save your entries.
3. Go to the fine-tuning activity External Pricing Assignments of External Pricing Elements
4. Add a row for each element you want to assign and select the relevant parameters for each.
You can either choose or leave blank the Pricing Procedure for a particular element. If you leave it blank,
users can edit that price element directly in the sales document without first having to trigger the action to
Request Pricing from the external system.
5. Save your entries.

[Link] Configure External Pricing Call

Administrators can learn about external pricing call configuration to retrieve the complete pricing result from
SAP on premise systems to your cloud solution.

If external pricing is selected, a synchronous call is required to retrieve the complete pricing result from the
SAP on premise system to your cloud solution. Replicated sales documents also require a synchronous pricing
update once the sales document is updated during save.

If the document was previously replicate, with this configuration, you can disable the synchronous pricing call
to the system,. In addition, you can disable the synchronous call completely, which is also valid for quotes
created in your cloud solution. For both configuration options, the pricing status is calculated successfully
through the asynchronous call from the external system. The user can still trigger pricing synchronously by
clicking the asynchronous call action.

To configure external pricing call, go to fine-tuning activity Sales Quotes Document Types .

Asynchronous pricing does not expose Credit Limit, Credit Exposure Amount, or Credit Exceeding Amount. If
pricing simulation was triggered in the system once for that corresponding pricing procedure, you can add
conditions on header and item level. Pricing elements exposed to the item and header are also supported for
asynchronous pricing.

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[Link] Enhanced Sales Quote External Pricing Results

Users can expose the Condition Base Value and Condition Pricing Date in the pricing details of the external
pricing result in SAP Cloud for Customer.

The Base Value is transferred to the following:

• Condition Base Type

• Condition Base Value
• Condition Base Quantity

Users must navigate to Adapt or Personalize to add the condition base hidden fields.

7.7.8  Check Output Pricing to View All Price Components

Administrators can enable the new action Check Output Pricing using adaptation mode. This action allows
users to view all price components that are available in the output form message as now they are defined as
print relevant in the system.

7.7.9  Available to Promise (ATP) Check

Learn about the Available to Promise (ATP) check.

ATP, also referred to as product availability, is the projection of future material stock availability based on the
rules in SAP ERP.

From a sales quote, users click Actions Request External Pricing and the system returns an ATP
(Available To Promise) result from the on premise SAP ERP system.

 Remember

The confirmation is non binding based on the Requested Date (header date copied to items).

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The simulated delivery schedule is displayed and the delivery dates are included in the output message, but not
part of the standard print form.

If the product availability quantity and delivery date are not displayed in product table, add them by going to the
adapt or personalization mode.

7.7.10  Use Free Goods Determination

Simulate or transfer an order from SAP ERP to view the free goods that are available. With external pricing, you
can also trigger free goods determination.

When you simulate or transfer an order, you see the available free goods. If you change products or product
quantities in a sales order, free good items are removed and you must simulate or transfer the order again.
Free goods determination supports both exclusive (for example, buy ten and get one free) and inclusive (for
example, buy 10 and pay only 9) procedures.

 Note

Free good information is read-only and edits are not possible.

7.7.11  Bill of Material Explosion

View the bill of materials from SAP ERP system.

When you simulate or transfer an order, you can view the multi level bill of materials (BoM) explosion from SAP
ERP/CRM.

7.7.12  Modify Prices for Sub-Items of a Bill-of-Material

You can change the price conditions for sub-items that are determined in an external application.

It provides the flexibility to maintain agreed prices or discounts on sub-item level of a Bill-of-Material.

 Note

Price adjustments for a BoM are supported on both the header items and sub-items. Quantity adjustments
are supported only on header items.

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  Restriction

Not supported in offline mode.

[Link]  Enable Price Modifications for Sub-Items of a Bill-of-

Material

Administrators can learn how to enable price modifications for sub-Items of a bill-of-material.

To enable this feature, go to Business Configuration Implementation Projects . Select your project and
navigate to Edit Project Scope Questions Communication and Information Exchange Integration with
External Applications and Solutions Integration into Sales, Service, and Marketing Processes Sales Quotes
and select the scoping question: Do you want to change sub-items that are determined in an external
application?

7.7.13  Product Substitution

Use product substitution to automatically replace one product that you enter with another one when
processing a sales quote.

Administrators customize product substitutions in SAP ERP systems.

When users view a sales quote with product substitution, the Original Product field displays the exchanged
product. Using external pricing call, replaced products are substituted. For example, a substitution is displayed
if the initial product entered is out-of-stock.

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7.8 Sales Quote and CLM Integration

Learn how to configure and integrate SAP Cloud for Customer sales quotes and CLM.

Configure Cloud for Customer Sales Quotes for CLM Integration [page 509]
Depending on the selected document type, administrators can integrate CLM directly to SAP Cloud for
Customer sales quotes.

Integrate Cloud for Customer Sales Quotes with CLM [page 510]
Based on the selected document type, integrate CLM directly to SAP Cloud for Customer sales quotes.

7.8.1  Configure Cloud for Customer Sales Quotes for CLM

Integration

Depending on the selected document type, administrators can integrate CLM directly to SAP Cloud for
Customer sales quotes.

 Note

This feature is available as a beta version. To use this feature and add CLM to your scope, create a ticket or
contact your SAP representative.

1. Go to the Business Configuration Implementation Projects .

2. Select the current project and click Open Activity List.
3. Go to Fine-Tune Activity: Sales Quotes Maintain Document Types Sales Quote with CLM and
modify the options accordingly.
4. Add the Contracts work center to your scope.
5. Assign the CLM Administration view to the key user's business role.

 Remember

Configure CLM to support features such templates, digital signatures, approvals, terms and conditions, and
negotiations (internal and external customer).

 Note

The August 2019 release contains limitations in functionality, they include:

• Missing language support (usage of customer language instead log on language).

• Missing template determination.
• Inability to modify or delete templates during the CLM process.
• No display of detailed item information in tables.
• No communication to individual customers.

For more information on Callidus CLM, see [Link]

management-publication/c4c-integration .

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7.8.2  Integrate Cloud for Customer Sales Quotes with CLM

Based on the selected document type, integrate CLM directly to SAP Cloud for Customer sales quotes.

 Note

This feature is available as a beta version. To use this feature and add CLM to your scope, create a ticket or
contact your SAP representative.

If CLM is selected for a document type, standard sales quote output document submission is disabled for this
document type.

1. Open a SAP Cloud for Customer sales quote.

2. To launch CLM, Action Open Document .
3. To assemble an agreement, select a template.
4. Data from sales quote is copied to CLM.
5. Once the CLM document is completed, it is attached to the SAP Cloud for Customer sales quote.

 Note

The August 2019 release contains limitations in functionality, they include:

• Missing language support (usage of customer language instead logon language).

• Missing template determination.
• Inability to modify or delete templates during the CLM process.
• No display of detailed item information in tables.
• No communication to individual customers.

For more information on Callidus CLM, see [Link]

management-publication/c4c-integration .

7.9 Sales Quotes Reporting

If configured by your administrator, you will find the Sales Quote Volume report under Analysis Reports
section.

This report is available in two views: Sales Quote Volume Chart and Sales Quote Volume by Account. Both the
views show the values in sales quotes. By default, the net values for the current year are displayed.

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7.10 Maintain Sales Quotes Offline

You work with sales quotes in offline mode with in a limited scope.

Here are useful details for working with sales quotes in offline mode. In offline mode, you can:

• Create, edit, and copy sales quotes.

• Add, edit, and display products, involved parties, attachments (header), and activities.
• View related sales quotes in accounts, individual customer, and contacts.
• View all pricing details generated online from external pricing resulting for sales quotes.

7.10.1  Use Offline Sales Quote Discounts

You can derive estimated prices and provide manual discounts in offline mode to your added products.

7.11 Sales Quotes FAQ

Having trouble using sales quotes? Check this list of questions and answers for help.

7.11.1  How do I version a quote?

Use versioning to keep the existing version numbering and track the referenced quote.

You can create follow-up sales quotes from a sales quote in the Sales Documents tab of a quote.

When using sales quote versioning, you copy one version to another to keep the existing version and track the
referenced quote. You can also copy a quote by navigating to the quote header and selecting Copy. This action
does not keep a quote references.

 Note

Changes done in the same quote can be tracked partly in the Changes section or in the quote history shown
in the Output section.

You can also create follow-up sales quotes from a sales quote in the Sales Documents tab. This follow-up action
allows you to copy one version to another to keep the existing version and track the referenced sales quote.
You can also copy a quote, but a copy does not retain the reference to the source sales quote. In any case, the
output history allows you to view the versions send to the customer.

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7.11.2  How are dates used in sales quotes?

Explore details on dates in sales quotes.

The field Date refers to the creation date of the quote. The date is displayed on the print out, is the relevant date
for sales quote volume reporting, and is used to derive the Pricing Date. Additionally, there is a Requested Date,
which can be defaulted using the fine-tuning activity Date Profiles.

7.11.3  Which currency gets defaulted for a sales quote?

Learn how the solution works with currencies for sales quotes.

The currency defaults from the sales data of the account master record. If no currency is maintained for
accounts, the system takes the sales organization currency from the organizational structure (if applicable).
Otherwise, it selects the company currency maintained in the organizational model, which is derived from the
sales unit in the sales quote

 Note

Currency, a hidden field, can be changed in the quote by a user.

 Remember

Internal pricing requires a currency conversion, which can be maintained in Products under the common
task Exchange Rates for Currencies. If SAP ERP integration is set up, you can replicate exchange rates from
SAP ERP to SAP Cloud for Customer.

7.11.4  How can I default the output settings?

Learn how to set default output settings so that quotes are sent to the desired output.

To send sales quotes to customers and prospects using e-mail, you can set default output settings, for
example, from print to e-mail.

Navigate to Administrator Channel Output Selection .

7.11.5  How do you replicate sales quotes to SAP ERP?

Learn about replicating and editing sales quotes to and from SAP ERP, which is only supported with external
pricing.

On a sales quote with replication document, the following statuses are available:

• Transfer Status: Not Started, is In Process, Finished

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 • Reference Status (Follow-up Order created): Not Started, In Process (corresponding to Partially
Referenced in ERP, Finished)
• Cancellation Status: Canceled, Not Canceled, Partially Canceled)

Key users can trigger follow-up sales order in SAP ERP for quotes that are replicated bidirectionally in SAP ERP
or SAP CRM.

A PDF print of the sales quote (derived in SAP ERP) can be accessed in the document flow.

 Note

Transfer Logs allows you to view details on interrupted transfers and to revoke the transfer of data.

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8 Sales Orders

SAP Cloud for Customer can help you reflect and record sales interactions around quotes and orders.

In sales, you have a list of products you want to sell. If you also have a list of customers who are interested in
those products, you can take your first steps toward making a sale.

To start, you should have your products in your SAP Cloud for Customer solution. You can either add them all
at once or you can add new ones into the solution as you add them to your product line. You can add details,
including prices and discounts for certain products.

As you start to get prospective customers interested in your products, you can offer them a quote. You can
reuse most of the information from an existing opportunity in the quote, which saves you time and typing. You
select the products the customer is interested in and maybe add a couple of cross-selling products or products
from a product list tailored to that customer.

When you've defined your products, you can run pricing. Pricing either runs in SAP Cloud for Customer directly
or you can use the pricing engine in SAP ERP system. External pricing can trigger an availability check, so you
know at this point whether the requested items are available.

If the quote requires approval, you can submit it for approval right in the system. After the quote is approved, it
is submitted to the customer in PDF format. If the customer does not accept the quote, you can either change

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it and resubmit it to the customer, or indicate that the quote was lost. If the customer accepts the quote, you
can indicate that the quote was won.

You can create a sales order right from the quote, which copies all the details from the quote and completes the
quote. You can also create orders directly in the solution from a customer visit. Alternatively, you can create the
order as a follow-up document in SAP ERP or directly in SAP Cloud for Customer. If you have integrated SAP
ERP, you can run pricing, a product availability check, and credit limit check. Sales orders created in SAP Cloud
for Customer can be replicated into your integrated SAP ERP system, and sales orders created in SAP ERP can
be replicated to SAP Cloud for Customer.

Order information, including delivery and invoice information, is carried through to other areas in SAP ERP and
in SAP Cloud for Customer, such as the 360 overview, so you can see it at a glance.

8.1 Scope and Configure Sales Orders

Administrators can configure sales orders using scoping, scoping questions, and fine-tuning activities.

Scoping questions and fine-tuning activities that are straightforward may not be included in this list.

8.1.1  Configure Sales Order Document Types

Administrators can configure sales order document types in the business configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine Tune Sales Orders Maintain Document Types and define custom document types. Any
custom document type must be created in the 'Z' space (start with letter 'Z').

8.1.2  Configure Involved Parties and Involved Item Parties for

Sales Orders

Administrators can configure the allowed involved parties at the sales order header and item level.

Assign party roles, assign a contact, and specify whether they're mandatory and unique for the order. Select
Exclude for Inbound Integration if you don't need an inbound ERP integration for party roles. Maintain this
assignment under Business Configuration Implementation Projects . Select your project and navigate to
Open Activity List Sales Orders Maintain Involved Parties /´Maintain Involved Item Parties .

You can also determine if only the main party role or all parties (for standard and custom party roles) must
be determined from the account team, territory team, or account relationships. The field Take Over (under
Business Configuration Implementation Projects . Select your project and navigate to Open Activity List
Fine-Tune Involved Parties Maintain Determination ) lists three possibilities:

• All parties

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• Main party, otherwise arbitrary one
• Only main party

 Note

This feature isn't available in the offline determination for involved parties.

 Note

You must have maintained the involved party roles. For more information, see Involved Parties [page 587].

8.1.3  Configure Pricing Date

Administrators can set the default Pricing Date to use in new Sales Orders and copied Sales Orders.

To ensure accurate pricing data when creating and copying Sales Orders, Administrators can configure what
date to use as the default Pricing Date in a Sales Order. Choose how each type of Sales Order will be configured
based on the following four options:

• (Current) Date
• New Sales Order Pricing Date defaults to the current date
• Copied Sales Order Pricing Date defaults to the Pricing Date from the original Sales Order
• (Current) Date Included in Copy
• New Sales Order Pricing Date defaults to the current date
• Copied Sales Order Pricing Date defaults to the current date
• Requested Date (Header)
• New Sales Order Pricing Date defaults to the Requested Date from the header
• Copied Sales Order Pricing Date defaults to the Pricing Date from the original Sales Order
• Requested Date (Header) Included in Copy
• New Sales Order Pricing Date defaults to the Requested Date from the header
• Copied Sales Order Pricing Date defaults to the Requested Date from the header

Administrators can go to Business Configuration Implementation Projects . Select your project and
navigate to Open Activity List Fine-Tune Sales Orders Maintain Document Types to choose the
configuration for each type of document.

Example

If today is March 5th and you are copying an existing order with a pricing date of March 1st, the default Pricing
Dates for each setting are:

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Pricing Date Configuration Example

Requested Date
(Current) Date In­ Requested Date (Header) Included In
(Current) Date cluded In Copy (Header) Copy

New Sales Order De­ March 5th March 5th March 7th March 7th
fault Pricing Date

Copied Sales Order March 1st March 5th March 1st March 7th
Default Pricing Date

8.1.4  Configure Ability to Modify Sub-Items of Bill of

Material

Ability to modify prices or discounts for sub-items of a bill of material.

Maintain and modify prices or discounts for sub-items of a bill-of-material that are determined from an external
application. Note that any new features added at the sub-item level will automatically get enabled with this
scoping question.

Administrators must configure this feature under Business Configuration Implementation Projects .
Select your project and navigate to Edit Project Scope Questions Communication and Information
Exchange Integration with External Applications and Solutions Integration into Sales, Service and Marketing
Processes Sales Quotes and select the scoping question: Do you want to change sub-items that are
determined in an external application?

8.1.5  Configure Block Assignment

Administrators can set up block reasons for document types. The block assignments allow you to stop the
creation of sales quotes, sales orders, or other transactions for certain accounts considering their sales area.

Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Accounts .
2. Select Sales Document Order Block.
3. Add a row for each order block reason you want to use to block sales documents and select from the list of
document types.
4. Define the following:

• Order Block Reason: Reasons that you would like to use to block sales order creation for accounts

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  Note

The blocking reasons that you maintain here are mapped to the blocking reasons configured in an
ERP system.

• Document Type: Assign a document type to the order block reasons to enable blocking sales order
creation for accounts.
5. Assign the blocks to accounts and block them in the header section of accounts.

8.1.6  Configure External Pricing

Administrators can configure external pricing components.

In this activity, you can add configurable price components to the product table to enable user to manually
add some price components from ERP and map them here directly to document types. Go to Business
Configuration Implementation Projects . Select your project and navigate to Open Activity List Fine-
Tune External Pricing and define the following:

• Labeling External Pricing Elements

In this activity, you can assign labels to standard pricing elements.
• Assignments of External Pricing Elements
In this step, you can assign pricing procedures and condition types the pricing elements. You enable the
following with these assignments:
• The Products table displays the corresponding fields associated with the pricing procedures.
• The Product Pricing table displays the conditions (mapped to the pricing element) per product item.
• The Total Pricing table displays the conditions (mapped to the pricing element) for the complete sales
order.

8.1.7  Configure Internal Sales Order Pricing

Administrators can configure pricing options for internal orders.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine Tune Configure Price Strategy Configure Pricing Procedure to set your pricing options.

8.1.8  Configure Plant Based Ordering

Administrators can configure plant as an involved party at the sales order header level in the business
configuration.

This is a two step process consisting of the following:

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Integration with External Applications and Solutions Integration of Master

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 Data and select the checkbox against the scoping question: Do you want to replicate Plants from an
external application to your cloud solution?
2. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Sales Orders Maintain Involved Parties and select Plant as the involved party. The
determination is based on Accounts or Ship-to-Party.

8.1.9  Configure Approval Process for Sales Orders

Administrators can configure approval processes for sales orders.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Approval for Sales Orders to define your approval tasks.

Approval workflow for multi-level approvals can also be used to determine the next level reporting managers.
If the appropriate approval process and conditions for the approval task are maintained and the defined
conditions are met, then the system determines next level reporting manager from the organization structure
maintained in your system.

Create approval processes using the three price elements displayed in sales order header level as discounts (or
any other price condition).

Multi level approval process must already be enabled in your system. To do this, go to Business Configuration
Implementation Projects . Select your project and navigate to Edit Project Scope Questions Sales
New Business Sales Orders and select the scoping question: Enable multi-level approval for sales orders?

8.1.10  Configure Sales Order Approval Via E-Mail

Administrators can configure sales order approval via e-mail with scoping activities.

Before using approval via e-mail, ensure the following:

• The involved employees are business users and have valid e-mail addresses, and that the CA certificates
from the employees are uploaded to the system for outgoing e-mails.
• The involved employee are subscribed to the e-mail notifications by opening the Notifications view and
choosing Subscribe to E-Mail.
• The e-mail clients of the involved employees have enabled the receipt of encrypted e-mails.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Built-in Services and Support System Management Security and check the box for
the encryption and signatures in e-mail question.

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Scoping Questions for Enabling Automatic Approval Processes

Business Object Navigation in System Scoping Question

Campaigns Sales Campaign Campaign Do you want to use

Management Campaign Execution a multi-step approval

process for campaigns?

Opportunities Sales New Business Do you want to use a

Opportunities multistep approval process

for opportunities?

Do you want the system

to automatically submit an
opportunity for approval?

 Note

This question is optional and only

relevant if you want trigger auto­
matically an approval for your op­
portunities if the entered data fulfill
the defined criteria.

Sales Quotes Sales New Business Sales Do you want to use

Quotes a multi-step approval

process for sales quotes?

Tickets Service Customer Care Service Do you want to use a

Request Management multi-step approval for

tickets?

Do you want to
automatically submit
tickets for an approval
workflow after one or more
specified conditions are
fulfilled?

Service Employee support Do you want to use a

Ticket Management multi-step approval for

tickets?

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 Business Object Navigation in System Scoping Question

Do you want that

the system submits
automatically a ticket for
approval?

 Note

This question is optional and only

relevant if you want trigger auto­
matically an approval for your tick­
ets if the entered data fulfill the de­
fined criteria.

Contracts Service Entitlement Management Do you want to use a

Service Contract Management multi-step approval for

service contracts?

E-mail Notifications - E-mail encryption Build-in Services and Support Do you want to use
and signature encryption and signature
System Management Security
for e-mails?

8.1.11  Configure E-Mail and Fax Settings for E-Mail

Notifications

Administrators need to specifiy the company domain for e-mail notifications.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune E-Mail and Fax Settings .

Enter your company domain, such as [Link], as the Allowed Sender E-Mail Domain.

8.1.12   Configure S/MIME for E-Mail Notifications

Administrators can upload certificates needed for e-mail notifications for all employees.

Context

To enable e-mail notifications, upload the CA certificates in this area for the e-mail address for generic business
task management for all involved employees and managers.

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Procedure

1. Choose Administrator Common Tasks Configure S/MIME .

2. On the Incoming E-Mail tab, upload the CA certificates from all involved employees for the generic incoming
e-mail address Business Task Management Email Notifications.
3. On the Outgoing E-Mail tab, install the system CA certificate in the e-mail client of the involved employee as
follows:
a. In the SAP Trust Center Service column, click Link to SAP CA to open the SAP Trust Center Service.
b. On the Root Certificates section of the screen, click SAP Passport CA Certificate. A popup opens.
c. Click Install Certificate... and follow the wizard by clicking Next >.
d. Select Place all certificate in the following store and click Browse....
e. Select Trusted Root Certification Authorities and click OK and then Next >.

Now the CA certificate from the system is installed locally.

4. Now activate the S/MIME on the Activate S/MIME tab select the options for Check Signature of Incoming
E-Mails, Encrypt Outgoing E-Mails (optional), and Signing Outgoing E-Mails.

8.1.13  Configure Custom Keyboard for Order Taking in Offline

Administrators can configure a custom configured keyboard for smartphones.

Sales representatives can use this custom configured keyboard in smartphones for swift order taking in offline.
Note that this keyboard is already available in online.

Configure the feature under Administrator Sales and Campaign Settings Sales Documents Configure
Preferences for Sales Documents Enable New Product Entry UI in Smart Phones .

8.2 Create Sales Orders

You can use SAP Cloud for Customer to enter your orders, confirm them when you receive accurate pricing and
availability information, and transfer them to the ERP system for future processing.

Orders can be created in the following ways:

• As a follow-up to a visit, sales quote, opportunity

• Directly from the quick create icon on the home screen or the sales order view under sales tab.
• Copying an existing sales order

 Caution

You will notice a decreased system performance when working with sales quotes or sales orders exceeding
500 products. Adding products to the sales document affects the performance of all item-related
functions, such as pricing, output, or transfer to external systems.

Maintain Sales Order Document Types [page 523]

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 Sales order document type templates allow you to support various business scenarios.

Sales Order Types [page 524]

Depending on your system setup, you have different types of sales orders.

Add Products to a Sales Order [page 524]

Select products to add to your sales order based on previous orders, product lists, and product
proposals.

Block Sales Orders Based on Account Blocks [page 534]

Block specific accounts from creating sales orders.

Determine Involved Parties for Sales Order Header and Item Level [page 535]
Determine involved parties for sales orders using party roles and the applicable determination rules.

Other Actions Supported in Sales Orders [page 537]

View the details of a sales order and related activities.

Cross, Up, and Down Selling in Sales Orders [page 542]

Use pre-defined settings to encourage cross, up, and down selling when creating sales orders.

Use Internal Pricing for Sales Orders [page 543]

Use internal pricing for sales orders of maintenance mode - Internal and that are not integrated with
SAP ERP system. To use internal pricing, maintain price lists and customer-specific price lists, along
with discount lists and a single pricing procedure.

Plant Based Ordering [page 544]

You can create sales orders for products belonging to a Plant.

Create Multiple Sales Orders from One Sales Quote [page 545]
Users can create multiple SAP Cloud for Customer sales orders from one sales quote.

Create Sales Order in Detail View [page 545]

You can enable the setting to create sales orders in detailed view. This opens the sales order detail
screen directly skipping the quick create and quick order entry screen.

Create Sales Orders and Sales Quotes as Follow-Up Documents [page 545]
Create a sales order or sales quote as a follow-up document from a sales order.

8.2.1  Maintain Sales Order Document Types

Sales order document type templates allow you to support various business scenarios.

Define templates that you can use to predefine maintenance mode, whether asynchronous pricing is valid
(available only for a combination of external and internal modes), pricing date, contract determination and
values for item increment. Standard order (OR) document type is shipped with standard system. Create
custom document types in the 'Z' space.

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[Link] Configure Sales Order Document Types
Administrators can configure sales order document types in the business configuration.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine Tune Sales Orders Maintain Document Types and define custom document types. Any
custom document type must be created in the 'Z' space (start with letter 'Z').

8.2.2  Sales Order Types

Depending on your system setup, you have different types of sales orders.

• External and Internal

This is the default mode and allows sales order creation and bi-directional transfer of sales orders between
the cloud solution and SAP ERP.
• External Only
This mode supports Display Only of sales orders that are created in external system and displayed in the
cloud solution.
• Internal Only
These orders only exist within SAP Cloud for Customer and do not support the Simulate and Transfer
features or the use of SAP ERP. The orders of this type can only be previewed, printed and sent by e-mail.

You can edit orders in the SAP Cloud for Customer system as long as they are not in completed or canceled
status.

 Note

For orders created with ERP, additional rules may apply.

8.2.3  Add Products to a Sales Order

Select products to add to your sales order based on previous orders, product lists, and product proposals.

When you create an order from within a visit or an account, the initial form data is prepopulated with
information (such as relationships, sales org data, payment terms, and so on) from that visit/account.

Sales order also supports search and add by Barcode Scanning, using the device camera or certain external
devices, for a speedy order capture.

[Link] Add Products to Sales Orders

Optimize the order entry process.

When you create a new sales order, select Add Product. The Add Product screen may be pre-populated with
products via automatic proposals, if configured by your administrator. Additionally, it offers product selection

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with a quick product search help and mass product additions via options such as Product Lists, All Products,
Past Orders and Promotions.

Click the Products tab and then click More to find these options:

• Add From All Products: In this option, all products in different product categories valid for the sales area in
the sales order are displayed for selection.
• Add from Product List: This option includes groupings of products valid for the account if enabled by your
administrator.
• Add from Promotions: In this option, all products from valid promotions for the customer are displayed for
selection. Choose the products you want to add, enter a quantity, and add them to your sales order. Finally,
when you save the order and retreive pricing, the promotional pricing gets applied.

 Note

You only see promotions with Released status in the Sales Order tab.

• Add from Past Orders: This option allows you to choose products from historical orders placed for that
particular account or by you. The past orders are split by the different query variants available.
• My Past Orders displays the list of all past orders created by you. The Account Sales Orders option
displays list of all sales orders for the given account. The My Past Orders for Account option displays
list of all sales orders created by you for the given account.
• Add from Combined Lists: This option allows you to choose a combination of products from product lists,
product proposals and promotions.

 Note

For a restriction or proposal type product list that has no direct products but has a category assigned,
the products are not displayed in the combined list.

• Barcode Scanning: Add products using barcode scanner. The scanned products are automatically added
to your selection. When you click on the barcode scanner icon, the camera loads allowing you to capture
the barcode. Note that barcode scanning is only available if you are using the Extended Edition app for the
solution.
• Quick Add Products: The quick add screen is available from Add Product when you launch a new sales order
or from the Products tab in the sales order. For detailed information on the Quick Add Products feature, see
documentation in the next topic Quick Add Products.

 Note

• These options are available even after you have saved a sales order. From within an existing sales order,
you can access this screen by selecting Quick Add Products under Products.
• If you have flexible offline pricing setup, you can see the price per unit of measure for all products when
selecting them in the product selection buckets. This is available in both online and offline modes.

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[Link] Use Quick Add Products to Add New Products

Dynamically add new products using field help in the Product column or directly enter product ID. It is also
possible to edit already existing products. Navigate to product master data using the icon next to the field.

The quick add of products is available from the quick create screen of a new sales order or using the Quick Add
Products in the Products tab within the order. All actions are enabled as icons on the toolbar above the table.
These include Mass Add Products, Remove Zero Quantity Items, Calculate Quantity, and Copy and Paste.

 Note

These preference settings are enabled by default. To disable the new settings and use the previous settings,
select the checkbox for Disable Additional Usability Options under Administrator Sales and Campaign
Settings Sales Documents Configure Preferencs for Sales Documents .

When you add multiple products at one go, the sequence of products is retained in the quick order entry
screen.

Use the Product ID column to add products using external or internal product ID. This column is enabled with
value help and you must select a product from the product search.

Use the Product ID (No suggestions) column to add products using the Sales Cloud internal product ID. This
column does not trigger a product search on entry of the product ID.

 Note

Only one of the columns is enabled.

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[Link] Use Search and Add Text Box to Add Products

The Search & Add text box is available in the fast order entry screen and under the Products tab.

The logic works as described below:

• The searched product is automatically added to the product list (as top row in the table) if it is not in the
list.
• If the searched product exists in the table, then the relevant row is highlighted for identification.
• If the existing products are on different pages, the same are also highlighted.

[Link] Mass Copy of Products Using Ms Excel (Fiori Client

Only)

Add multiple products at a time by copying from MS Excel and pasting it in the product table. A new UI element
- Paste is provided under Products tab and in the fast order entry screen to support copy and paste from excel.

The feature not only enables copy and paste, but also validates the copied quantities with the minimum order
quantity configured for the order. For example, if the quantity for a copied product is more or less than the
minimum order quantity, the particular row in the table is highlighted for correction.

 Note

The order of columns in your MS Excel sheet must match the order in your UI. Additionally, as in Excel, the
number of input fields must not exceed the maximum column fields exposed.

[Link] Add Products Using Barcode Scan of Product IDs

Add products using barcode scanning generated from product IDs This is in addition to GTIN based barcode
scanning for adding products. Therefore, you can choose to scan and search for products using either product
IDs or GTINs.

[Link] Configure Barcode Scan Using Product IDs

Administrators can configure barcode scanning using product IDs by selecting the scoping question.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales Product and Service Portfolio for Sales Sell Standard Products Product
Barcode Scan and select the scoping question: Search products based on product id when scanning products

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[Link] Set Default Product Quantity

Set the default product quanity to '0' if you need to maintain a series for the added products or you want to
maintain products in multiples.

If no other proposed quantities are available, you can also use the increment counter to maintain product
quantity, This option is particularly helpful for improved usability performance on mobile devices. You can now
choose to set default quantity to '0' by selecting the relevant scoping question.

[Link] Configure Default Product Quantity

Administrators can maintain configuration to set default product quantity to zero.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Sales Product and Service Portfolio for Sales Sell Standard Products Product
Quantity Default and select the scoping question: Do you want to change the product quantity default in sales
documents from one to zero?

[Link] Use Order and Item Weight Aggregation

If you have maintained Product Net Weight and Gross Weight in product master data, this information is used to
calculate Order Item Weight and Total Order Weight in SAP Cloud for Customer.

As you work with the order, for example change quantities, the weight aggregation happens automatically and
on simulation, the same data is updated in SAP ERP using calculations in SAP ERP system. At the header level,
the aggregation is shown in the highest unit of measure (UoM).

 Note

Key user must add the fields Net Weight, Gross Weight or Volumne in sales order header and item using
adaptaion.

[Link]  Configure Exclusion of Item Types for Weight

Aggregation

Administrators can maintain the configuration to exclude item types from weight aggregation.

You may want to exclude item types from weight calculation, for example in free goods scenario where you do
not want to aggregate weight.

To enable this feature, go to Business Configuration Implementation Projects . Select your project and
navigate to Open Activity List Sales Orders Maintain Item Types and select the flag: Not Relevant for
Weight Calculation for item types.

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If the base item type is already not weight relevant, this option is disabled. Make sure that the configuration for
item types matches with the corresponding customizing in SAP ERP system.

[Link]  Copy of Product Line Item in Sales Orders

Use the copy action to copy an entire line item in a sales order.

[Link]  Use Quantity Conversions for Minimum Order

Quantities

Automate quantity conversions for minimum order quantities in sales orders.

If you’ve set a Minimum Order Quantity for a product in the product master data, the system validates the
quantity and displays an error message if the minimum quantity hasn’t been met. For products with multiple
Units of Measure, you can set a Quantity Conversion in the product master to ensure that the minimum order
quantity check is still valid for each Units of Measure.

Quantity conversions are also calculated when offfline.

Example

• If the Minimum Order Quantity = 22 each

• And the Quantity Conversion is 1 batch = 10 each
• Then the Minimum Order Quantity with Quantity Conversion = 22 each or 3 batches.

[Link]  Calculate Quantity

Use the calculate quantity action to create a summary of the number of items for each unit of measure.

This summary can help identify potential upselling opportunities if a specific quantity needs to be met for a
promotion.

Related Information

Cross, Up, and Down Selling in Sales Orders [page 542]

Use pre-defined settings to encourage cross, up, and down selling when creating sales orders.

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[Link]  Maintain Delivery Priority at Item Level

Define the delivery priority at item level using the Delivery Priority column in the products table.

[Link]  Use Item Types in Sales Orders

Item types allow you to process items based on SAP ERP logic for external pricing and integration.

You can use item types to apply manual discounts to internal and external orders.

[Link]  Configure Item Types

Administrators can configure item types and also set them as a free sample or free good so that pricing is not
affected.

Define your own item types to reflect your company practices. Administrators can go to Business
Configuration Implementation Projects . Select your project and navigate to Open Activity List Fine
Tune Sales Orders Maintain Item Types to choose the configuration for each item type.

Item types determine how an item category behaves in a sales document. Item item types are not necessary,
but are relevant if you replicate orders with an on premise system and administrators should remember to
configure document types.

You can define alternative item types for the item types delivered in the standard solution. These alternative
item types are then displayed for the corresponding items under the Products tab for sales orders. You can use
these custom item types to process items based on SAP ERP item categories. You can also use item types for,
in order simulations to retrieve external pricing.

To set an item type as a free good, select the flag - Administrators can define items as a free sample or free
good so that pricing is not [Link] an item that is not relevant for pricing is added to a order, it will not
contain a price. However, you can still add a price for this product manually.

 Note

This Not Pricing Relevant item type is available in external pricing and offline pricing sales orders. You can
still add a price for this product manually.

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[Link]  Configure Ability to Modify Sub-Items of Bill of
Material

Ability to modify prices or discounts for sub-items of a bill of material.

Maintain and modify prices or discounts for sub-items of a bill-of-material that are determined from an external
application. Note that any new features added at the sub-item level will automatically get enabled with this
scoping question.

Administrators must configure this feature under Business Configuration Implementation Projects .
Select your project and navigate to Edit Project Scope Questions Communication and Information
Exchange Integration with External Applications and Solutions Integration into Sales, Service and Marketing
Processes Sales Quotes and select the scoping question: Do you want to change sub-items that are
determined in an external application?

[Link]  Define Item Increment Per Document Type

Administrators need to define item increment numbers, which allow you to control Item Increment and Sub
Item Increment ranges.

Increment configuration eliminates limitations for bill of materials (BOM) explosion when there are many Sub
Items in external pricing. Define item increments under Business Configuration Implementation Projects .
Select your project and navigate to Open Activity List Fine Tune Sales Orders Maintain Document
Types .

[Link]  Validation Check for Minimum Order Quantity

Minimum order quantity is sales area dependent; Administrators can maintain this value in the product master
data.

The system validates the quantity and displays an error message if the minimum quantity hasn’t been met. For
products with multiple units of measure, you can also set a quantity conversion to ensure that the minimum
order quantity check is still valid for each unit of measure. If the validity check fails, the system displays an
error message. To override this message, enter a value equal to or greater than the minimum quantity and save
your entries.

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[Link]  Set a Product List Sequence for Sales Orders

Define a sequence for products in Product List that is applied in a Sales Order.

Context

You can choose the sequence in which products are displayed in a Product List. The sequence that you choose
in your Product List is applied to the list of products in a Sales Order. When adding products to an order, use
Quick Add Products then Add From Product List to use this feature.

When you add products to a Sales Order from multiple Product Lists, the sequence of the products in each list
is reflected in your Sales Order. Each item is given new sequence values in the order to reflect this sequence.
The sequence of the Product Lists in the Quick Add Products screen is also reflected in your Sales Order when
adding multiple products from multiple Product Lists at the same time.

 Tip

If you want products from individual Product Lists to show up in a specific sequence in your order, add
products from one Product List at a time using the Add Products. For example, when you select products
from List A and click Add Product, and do the same for Product List B, C, and D, in your order you see
orders from List A in their set sequence followed by items from List B, C, and D in their set sequence.

 Note

Products in the Quick Add Products screen appear in reversed order. Once you save and open your order,
products are listed in the correct order.

Procedure

1. Open a Product List, and under Proposed Products, add the hidden field Sequence to view the sequence
values.
2. Go to More and select Renumber to edit your sequence.
3. Enter any numerical value in the Sequence column.
4. Once you’ve saved the new values, the system automatically reorders the list based on the number values
in this column.

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[Link]  Retain Product Sequence from Past Orders When
Using the Quick Add Products Screen

When you add products from past sales orders, the sequence of products is reflected in the new order.

When you add products to a sales order from past orders in the quick add products screen, the sequence of the
products within the past order is retained in the new sales order. If you add products from multiple orders, the
sequence within each order is retained in the new order.

Example

In the quick add products screen, the past orders are listed by creation date, with the latest products first. In
your past orders, you have past order A, past order B, and past order C. You add three products from past
order A, four products from past order B, and two products from past order C. In your new sales order, the
three products from past order A will be listed in the same sequence set for the past order, followed by the four
products from past order B in the same sequence set for the past order, followed by the two products from past
order C in the same sequence set for the past order.

[Link]  Select Multiple Products Assigned to the Same

GTIN

Select from different products assigned to the same GTIN.

For scenarios where multiple products are assigned to the same GTIN, it is possible to select from a list of
products that share the same GTIN. This is valid for order entry using barcode scanning or while searching for
products using GTIN. To avoid a GTIN conflict, you can now select one product from the list of products with
the same GTIN. Similarly, when searching for products, the system displays a list of products that matches the
GTIN; you can select one product from the results list.

[Link]  Use Combined Lists to Add Products from Multiple

Product Lists or Promotions

Search across all product lists or promotions for an account.

When you click Combined Lists in the order entry screen, you can select the appropriate category for Product
Lists or Promotions. In the search results, the products are listed along with the name of product list or
promotion.

 Note

1. A product appears only once in the search results even if it is assigned to multiple product lists or
promotions.

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 2. This feature is available both in online and offline.

[Link]  Add Products to Sales Orders by Default With

Automatic Proposals

If your administrators have selected the flag - Automatic Proposal when configuring product lists, then
products are added to sales orders by default.

Related Information

[Link]
[Link]

[Link]  Use Extension Fields in Product Search in Combined

Lists

Extension fields to enhance product search in combined lists.

You can now use custom fields to search and filter for products within a combined list. These custom fields can
belong to product header or product list header. The new filters with custom fields can be added to product
lists, past orders as well as plant options.

 Note

Administrators must create the necessary extension fields using SAP Cloud Application Studio and then
add these to the filters using adaptation mode.

8.2.4  Block Sales Orders Based on Account Blocks

Block specific accounts from creating sales orders.

If accounts have been blocked, you cannot create a sales order for those accounts. If you try to create a quote
or order, an error message with the order block reason is displayed.

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[Link] Configure Block Assignment

Administrators can set up block reasons for document types. The block assignments allow you to stop the
creation of sales quotes, sales orders, or other transactions for certain accounts considering their sales area.

Procedure

1. Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Accounts .
2. Select Sales Document Order Block.
3. Add a row for each order block reason you want to use to block sales documents and select from the list of
document types.
4. Define the following:

• Order Block Reason: Reasons that you would like to use to block sales order creation for accounts

 Note

The blocking reasons that you maintain here are mapped to the blocking reasons configured in an
ERP system.

• Document Type: Assign a document type to the order block reasons to enable blocking sales order
creation for accounts.
5. Assign the blocks to accounts and block them in the header section of accounts.

8.2.5  Determine Involved Parties for Sales Order Header and

Item Level

Determine involved parties for sales orders using party roles and the applicable determination rules.

Use the Involved Parties tab from within a sales order to add and determine further involved business partners
(parties), such as partners or competitors into your sales orders. The Involved Parties tab allows to change the
address for parties and contacts to a Document Address which is a one-time address. This address does not
change master data and is only applicable for the document processing itself.

Streamline team assignments and ensure that business partners are correctly assigned to business
documents in accordance with your company needs.

Example

You can create a sales order and add an account as the ship-to party. In this example, the account is the
business partner, and ship-to is the party role. The ship-to account may be a subsidiary of a parent company,
which is a different account. You may have the parent company account as the bill-to party.

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[Link] Configure Involved Parties and Involved Item
Parties for Sales Orders

Administrators can configure the allowed involved parties at the sales order header and item level.

Assign party roles, assign a contact, and specify whether they're mandatory and unique for the order. Select
Exclude for Inbound Integration if you don't need an inbound ERP integration for party roles. Maintain this
assignment under Business Configuration Implementation Projects . Select your project and navigate to
Open Activity List Sales Orders Maintain Involved Parties /´Maintain Involved Item Parties .

You can also determine if only the main party role or all parties (for standard and custom party roles) must
be determined from the account team, territory team, or account relationships. The field Take Over (under
Business Configuration Implementation Projects . Select your project and navigate to Open Activity List
Fine-Tune Involved Parties Maintain Determination ) lists three possibilities:

• All parties
• Main party, otherwise arbitrary one
• Only main party

 Note

This feature isn't available in the offline determination for involved parties.

 Note

You must have maintained the involved party roles. For more information, see Involved Parties [page 587].

[Link] Use Work Distribution Rules for Party Role

Determination

Determine party roles for orders using the work distribution rules.

To use this feature, go to Administrator Sales and Campaign Settings . Under Work Distribution choose
Define Rules for Sales Order Parties.

[Link] Assign Custom Party Roles in Quick Create and

Overview

Use custom party role assignments for orders in the quick create and Overview tab in the detailed view.

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[Link].1 Configure Custom Party Roles in Quick Create
and Overview
Administrators can enable using custom party roles such as a distributor during order create. It is possible to
add upto three custom party roles to the order creation screen (quick create and overview).

To configure, first define the required custom party roles and under Assign Party to UI, select the Header Party
Element for the role. Maintain this configuration under Business Configuration Implementation Project .
Select your project and navigate to Open Activity List Sales Orders Maintain Involved Parties .

8.2.6  Other Actions Supported in Sales Orders

View the details of a sales order and related activities.

[Link] Create Order for Ship-to-Party from Visits

Create orders for your ship-to-party visits with the toolbar action Create Ship-To-Party Order.

When you create a follow-up order from the visit, this action defaults the ship-to-party in the order instead of
the sold-to-party. This feature enables you to quickly default involved parties in an order and speed-up your
order taking process.

 Note

This feature is available only in the Fiori client.

[Link] View Change History for Sales Orders

View a record of the changes made to a sales order.

In the Changes view within a sales order, you can see detailed information about the changes that have been
made to the order. You can see who made the changes, what the changes were, and when they were made. You

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can also use the search fields to find changes made during a specific timeline, changes made by a specific user,
or changes made based on attributes.

[Link] Search Sales Orders

Quickly find sales orders based on predefined or custom search requirements.

Use the dropdown menu to view predefined categories such as 'My Orders' or 'Orders for My Territories.' You
can enter a specific search term by using the magnifying glass icon that will search the category you've chosen
in the dropdown menu.

Select the filter icon to access the advanced search which includes the option to search by additional
attributes.

[Link] Track Activities Related to Sales Orders

Track all activites related to a sales order in one place.

Manage activities, such as appointments, tasks, phone calls, and e-mails from within a sales order. Activites
can be viewed and created directly from a sales order so you can easily follow-up with your customers. All
activities related to a sales order can also be viewed in the Document Flow tab.

Activities can also be viewed in the document flow.

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[Link] Add Attachments to Sales Orders

Upload a web link or local file to your sales order.

You can add and delete attachments to your sales orders. Any updates that you make to attachments in the
cloud solution will be reflected in the sales order in the external system and vice-versa.

 Note

The graphical signatures that are captured will be stored as attachments in this screen. You can click on the
hyperlink to view the signature.

Related Information

Add Two Signatures to Sales Orders [page 551]

Capture graphical signatures from both your employee and the buyer in a sales order.

[Link] Create Follow-Up Ticket for Sales Orders

You can create a ticket from the Tickets view within a sales order or from the More menu in the Products view.

[Link] Edit Work Lists

Sales Order worklists are enabled for mass editing.

You can enable editing the worklist by clicking the user profile and clicking Settings Company Settings
and turning on the toggle button for the company setting Enable Editing in Dataset in Fiori Client .

You can edit the following fields in Sales Orders:

• Account
• Reason for Rejection
• Order Reason
• External Reference
• Description
• Delivery Priority
• Incoterm
• Incoterm Location
• Opportunity
• Campaign
• Primary Contact

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• Creation Date
• Pricing Date
• Requested Delivery Date
• Owner
• Ship-To
• Bill-To
• Territory
• Sales Unit
• Sales Group
• Sales Office
• Distribution Channel
• Division

[Link] View Feed for Sales Order

Get updates on sales orders posted to the feed.

Go to your Feed Settings to configure the types of updates to sales orders you want to see in your feed. You can
follow the changes made to sales orders like owner change or approval.

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[Link] View New Layout for Products and Involved Parties
in Sales Orders

View a vertical split-screen layout for products and involved parties details.

In a sales order under the Products or Involved Parties tab, select to view the master list and item details
on one screen. On the left use the list to easily switch between items. When you select an item in the list, view
the details for the selected item on the right. In the upper-right corner, use the collapse icon to collapse and
expand the list on the left. Close the split-screen view by selecting the X.

 Note

Adminstrators can disable this view by going to Adapt Company Settings and selecting the checkbox
for Disable Vertical Split View for Master-Detail in Sales Order. However, after the 1902 release, the vertical
split-screen view will be the default view, and you won't be able to disable it.

[Link]  View History and Status of E-Mails Sent From Sales

Orders

View details such as date sent, recipient, and status of e-mails sent from a sales order.

In a sales order, you can use Actions Send E-Mail to send an e-mail directly from the sales order. Under
Activities Send E-Mail Action History , view all e-mails sent by using this action and the status.

 Note

Under Activities for a sales order, the E-Mails section shows the e-mail activities created in reference to the
sales order and any e-mails sent via workflows for notifications. The Send E-Mail Action History only shows
e-mails sent by using Actions Send E-Mail in your SAP Cloud for Customer system.

[Link]  Use Enhanced Insights From Past Order History

The Past Orders hyperlink is both in online and offline displays a host of insights for past orders, both
completed and historical orders.. This feature is available in the past order column under order items.

In the online, the table displays chronology of all historical orders including completed past orders. The
graphical analysis for completed orders has been enhanced and you can now displays three variables on the
X-axis: Requested Item Quantity, Item Net Amount and Item Net Price. On the Y axis, unit increments in 1000s
are displayed.

In the offline, the table displays a list of all previous orders, along with totals and quantities ordered.

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8.2.7  Cross, Up, and Down Selling in Sales Orders

Use pre-defined settings to encourage cross, up, and down selling when creating sales orders.

When you create a sales order, you have the opportunity to increase your sales but upselling and cross selling
additional products. You can also help customers transition to new or other products by downselling those that
may be discontinued or unfavorable.

Cross Selling

Use the Recommended Products section in the Products tab of a sales order to quickly added complementary
products to your sales orders when the opportunity presents itself.

Up and Down Selling

In the Products tab of a sales order, an icon next to a product will signify if up or down selling is available for the
product. Use product lists to define up and down selling opportunities.

[Link] Create Product Lists for Cross, Up, and Down

Selling

Learn how to create cross, up, or down selling product lists types, allowing users to select from those products
in a sales quote or sales order.

1. Navigate to Products Product Lists New .

2. Select the Personalize or Adapt menu to modify the screen layout.
3. Click the plus sign (+) to add the Type field and save your changes.
4. Exit the personalization or adaptation mode.
5. Select the product proposal Type such as up, down or cross.
6. Add products by clicking Proposed Products Add and enter a product name or ID.

 Note

In the newly created product list, the Required Products tab appears. For other product lists types,
addition tabs may also appear. For example, the Excluded Products tab appears when creating new
product exclusion list types.

7. Choose the type of desired proposed products, for example, Cross Selling, Down Selling, Up Selling.

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[Link] Display Registered Products in Sales Order

Display registered products and use advance search to view them in the new tab - Registered Products. The
main registered product is also displayed in the order overview. Following fields are displayed: Product ID,
Product Description, Serial ID, Registered Product Description

8.2.8  Use Internal Pricing for Sales Orders

Use internal pricing for sales orders of maintenance mode - Internal and that are not integrated with SAP ERP
system. To use internal pricing, maintain price lists and customer-specific price lists, along with discount lists
and a single pricing procedure.

Few features of internal pricing are listed here:

• Allows price adjustments including action Update Pricing in the Pricing tab (this tab appears only for sales
orders with maintenance mode - Internal).
• Edit List Price and Product Discount (%) in the Products table.
• Edit Overall Discount (%) in the Overview.

Related Information

Work with External Pricing [page 910]

Learn about SAP Cloud for Customer external pricing and how retrieve complete price information
including tax from an external system.

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[Link] Configure Internal Sales Order Pricing

Administrators can configure pricing options for internal orders.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine Tune Configure Price Strategy Configure Pricing Procedure to set your pricing options.

[Link] Estimate Prices

Price estimation is possible separately for orders created in online and offline. These actions are restricted for
orders synced between online and offline.

Estimate Price (Offline) – This action to estimate prices is available only for orders created in offline and that
are not yet synced.

Simulate (Online) – This action to estimate prices is available only for orders created in online mode.

8.2.9  Plant Based Ordering

You can create sales orders for products belonging to a Plant.

Your administrator can configure plant as an involved party in the business configuration. For more
information, see Configure Plant Based Ordering [page 518]

To add the Plant field, use adaptation or personalization.

You can select the plant in the order header. This helps you to filter products based on the plant. You can also
change the plant in the header.

If you want to filter products based on the plant, you can set the default query to Related to Documents. The
value help then displays only those products to the sales area where this plant is maintained and belonging to
the sales area..

 Note

Changing the plant changes the product availability result.

The Plant option is available as a radio button in the combined list bucket for all orders where the plant is
maintained in the header.

This list displays all the products belonging to that plant.

You can also add extension fields to the Plant node in Products as search parameters for advanced filter in plant
option.

 Note

• The field is added to the header and item order data sources.
• The order OData collection is enhanced for the plant at the header and item levels.

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 • If an order goes to ECC and the account and the product plant do not match, then the product plant
takes precedence.

8.2.10  Create Multiple Sales Orders from One Sales Quote

Users can create multiple SAP Cloud for Customer sales orders from one sales quote.

The sales quote status changes to Won if a sales order reference exists.

Users can track the related call offs in the product table Ordered Quantity field. Navigate to Personalize to add
the hidden Ordered Quantity field.

 Note

Ordered items which are not fully referenced to the SAP Cloud for Customer quote, will set the quote status
to In process. As of the 1902 release, the quote status becomes In process not only if a referenced item in
the order has been completely removed, but also when the referenced item quantity will be reduced

8.2.11  Create Sales Order in Detail View

You can enable the setting to create sales orders in detailed view. This opens the sales order detail screen
directly skipping the quick create and quick order entry screen.

To do this, navigate to Administrator Sales and Campaign Settings Sales Documents Configure
Preferences for Sales Documents and under Create Sales Order in Detail View set the toggle button to Yes.

8.2.12  Create Sales Orders and Sales Quotes as Follow-Up

Documents

Create a sales order or sales quote as a follow-up document from a sales order.

A sales order or sales quote must have a consistent status and the pricing calculated successfully status to be
created as a follow-up document.

When you create a sales order as a follow-up document:

• All items are copied including canceled items and text items.
• The header items of the BOM are copied, but not the child items. When an order is then simulated or
transferred, the child items appear.
• Subitems that are text items are copied.

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[Link]  Create Follow-up Sales Orders From Sales Quotes
Directly in ERP System

Create follow-up sales orders in your SAP ERP system from a sales quote in your sales cloud solution.

This feature requires that sales quotes are bi-directional integrated with your SAP ERP system. Key business
benefit is that a follow-up order is created considering product reservations and any other special price
conditions that are maintained in ERP system.

Select the action Create External Follow-Up Document in your SAP Cloud for Customer solution to create a
follow-up sales order directly in your ERP sytem. You can create multiple follow-up sales orders in ERP. Note
that the Reference Status for the quote must be set to Not Yet Finished to be able to create follow-up orders.

[Link].1  Configure Creating Sales Orders Directly From

Sales Quotes

Administrators can configure creation of follow-up sales orders in your SAP ERP system directly from a sales
quote in SAP Cloud for Customer system.

Configure the following settings:

• Go to Business Configuration Implementation Projects . Select your project and navigate to Edit
Project Scope Questions Communication and Information Exchange Integration into Sales, Service,
and Marketing Processes and select the scoping question: Do you want to create follow-up documents for
sales quotes from your cloud solution to an external application?.
• Set up the communication arrangement Create Follow-up Sales Order for Replicated Sales Quote in SAP
Business Suite.

8.3 Flexible Offline Pricing for Sales Orders

Flexible offline pricing supports multiple fields, price, discount, and surcharge determination. Sales order
supports flexible offline pricing including total order pricing.

Reuse existing pricing procedures for supported fields from ERP by simply exporting them from SAP ERP and
uploading them in SAP Cloud for Customer.

 Caution

Lean offline pricing that you may have implemented is deprecated and is supported only until 1805. Once
you have enabled the new flexible offline pricing, the previous lean offline pricing will no longer work.

 Note

You need to make sure that your SAP Cloud for Customer ERP add-on (CODERINT) should be in
CODERINT 6.0 SP26 level or above.

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For the feature to work, the supported fields must be used in defining the pricing procedure. The offline pricing
procedure for a document type should be a subset of the online pricing procedure and have the same name.
The following fields are supported for flexible offline pricing in sales orders:

• Customer
• Products
• Sales Organization
• Distribution Channel
• Division
• Country of Sold-to-Party
• Customer Group of Sold-to-Party
• Incoterms
• Incoterms Location
• Payment Terms
• Document Type
• Sales Unit
• Sales Group
• Sales Office
• Account Classification
• Item Category
• Document Sales Org
• Material Groups 1-5/Product Groups 1-5 (in SAP Cloud for Customer)
• Material Group/Product Category (in SAP Cloud for Customer)
• Account Hierarchy
• Plant

 Note

Offling pricing will only be available after a sales order has been simulated while online for each order
type, pricing procedure, and sales area combination defined in the fine tuning activity under Business
Configuration Implementation Projects . Select your project and navigate to Open Activity List Fine-
Tune Offline Pricing Using External Pricing Determine Pricing Procedure Rules .

Learn more about Flexible Offline Pricing.

8.3.1  Sync Pricing Master Data to Offline

Sync your pricing master data to offline. As a prerequisite, maintain the configuration required to sync your
pricing master data to offline.

Based on the configuration, appropriate procedure will be determined for calculation within offline runtime.
Scope of the price master data for download is also decided based on this setting from the sales organization
perspective.

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8.3.2  Offline Business Object Availability for Pricing Master
Data Sync

Sync of pricing master data is context based and depends on availability of the corresponding business objects
in offline.

The following objects act as context for pricing master data download:

• Sales Organization of the logged in user.

• Accounts
• Products

 Note

If the pricing master data involves accounts, products and sales organization, then the corresponding data
is downloaded to offline only if those accounts, products and sales organizations are already synced to
offline.

8.3.3  Offline Availability for Configurable Price Elements

Use configurable price elements in sales orders offline to add a discount to an order item or header and map it
to a configurable price element.

When you map the discount to a configurable price element, the field appears in both online and offline.
Configurable price elements were earlier available only in online. The standard system supports up to five
configurable price elements at item level and three at the header level.

Administrators can maintain the configurable price elements. Go to Business Configuration

Implementation Projects . Select your project and navigate to Open Activity List Fine-Tune External
Pricing Maintain Configurable Price Elements and maintain the following configuration:

• Map your pricing elements such as prices, surcharges, discounts, taxes and so on to corresponding
configurable price elements.
• Maintain a label for the price element.
• Assign the appropriate authorizations under Authorization Levels for External Pricing.
• Map the price element from the pricing procedure to the condition type.

 Note

To use these configurable price elements, add them to your UI screens using the adaptation mode.

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8.3.4  Offline Price Calculation based on Net Weight & Gross
Weight

Use product weights for estimating prices in offline. Administrators can enable price calculation using weights
in flexible offline pricing.

To use this feature, administrators must enable condition types for price calculation based on product net or
gross weight. You must also have maintained weights for products in the product master data. To configure the
feature, set up a condition type based on condition class - Gross Weight or Net Weight.

8.3.5  Pricing Status in Offline

View the pricing status in offline to determine if you need to estimate and fetch latest pricing. Use the action
Estimate Price to calculate offline prices based on latest changes to the sales document.

When you estimate price, the Pricing Status changes from Not Calculated to Calculated Successfully and
subsequently the Estimate Price action gets disabled. If you make updates to the document after calculating
prices, the pricing status is reset to Not Calculated and the Estimate Price action gets enabled, indicating that
you must trigger pricing calculation again.

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8.3.6  Enable Manual Discount as Header Condition in Sales
Orders

Administrators can enable manual discount as a header condition in pricing procedure. This allows users to
enter a manual discount in the sales order header.

 Note

In the ERP/S/4HANA pricing procedure, you must have maintained a header condition type for manual
discount condition.

To enable the feature, go to Business Configuration Implementation Projects . Select your project and
navigate to Open Activity List Fine-Tune External Pricing Assignments of External Price Elements ,
and maintain the following configuration:

• Map the discount field to a configurable price element for header called Total Price Element.
• Maintain an appropriate label for the field.
• Assign appropriate authorizations.
• Map the field to the header condition type in the pricing procedure.

8.4 Complete Sales Orders

Complete sales orders with signatures, approval processes, simulation for external orders, and order
summaries.

Add Two Signatures to Sales Orders [page 551]

Capture graphical signatures from both your employee and the buyer in a sales order.

Configure Workflows to Send E-Mail Notifications to Individual Customers [page 552]

Set-up your sales order e-mail workflows with individual customer as destination. To do this, use the
Accounts Contacts of Sales Order under the Recipient Determination set-up in workflow rules.

Use Workflows to Submit Orders for Approval [page 552]

Submit sales orders for approval process using the new workflow action - Submit Orders for Approval.

Define Approval Processes for Sales Orders [page 552]

Define an approval process for acceptance of sales orders.

Create a Sales Order Summary [page 558]

Create a summary of your sales order to send to your customers.

View Consistency Status for Sales Orders [page 559]

Use the consistency status to assess your orders.

Complete Internal Sales Orders [page 559]

Quickly complete an internal sales order in your system.

View Document Flow in Sales Orders [page 559]

Document flow shows related transactions such as opportunity or activities.

Track Order With Involved Party Contact Using Live Activity [page 560]

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 When a contact from an order reaches out to contact center, use the live activity to identify the order
for quicker processing.

Use Click-to-Call in Sales Orders [page 560]

In a sales order, under Involved Parties, you can click the phone number link to call the phone number
listed under phone or mobile number.

8.4.1  Add Two Signatures to Sales Orders

Capture graphical signatures from both your employee and the buyer in a sales order.

Context

When you add a graphical signature to your sales order, you have the option to add two types of signatures:
Buyer Signature or Employee Responsible [Link] feature is available both online and offline

Procedure

1. Open a sales order and go to Actions Sign .

2. From the Party dropdown menu, select Buyer Signature or Employee Responsible

Signature.

 Note

You can add a total of two graphical signatures, but only one for each type of party. Once you add one
type of signature, the option is removed from the dropdown menu.

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3. In the Add Signature dialog, add a signature in the box and select Add and New (to add the second
signature), Add and Close (if you wish to add only one signature) and Cancel to close the dialog without

adding signatures.

Results

Once a signature is added, you can view it in the Attachments tab of the sales order. After you've saved one
buyer signature and one employee responsible signature, the Sign option under Actions is disabled.

8.4.2  Configure Workflows to Send E-Mail Notifications to

Individual Customers

Set-up your sales order e-mail workflows with individual customer as destination. To do this, use the Accounts
Contacts of Sales Order under the Recipient Determination set-up in workflow rules.

8.4.3  Use Workflows to Submit Orders for Approval

Submit sales orders for approval process using the new workflow action - Submit Orders for Approval.

The following workflow actions are available for sales orders now: Revoke, Submit for Approval, Transfer,
Withdraw from Approval.

8.4.4  Define Approval Processes for Sales Orders

Define an approval process for acceptance of sales orders.

Administrators can set different approval processes for sales orders that must be completed in order for the
order to be submitted for processing. A sales order can have multiple levels of approvals and will follow the
process the administrator has defined. Administrators can also set sales orders to be submitted automatically
as part of the sales order approval process.

You can see the approval process, history, and details under the Approvals tab.

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To submit an order for approval, go to Actions Submit for Approval or you can choose Withdraw from
Approval if you accidentally submit for approval.

Manager can approve sales orders via email notification or in the Approvals tab in the sales order.

[Link] Prerequisites for Sales Order Approvals Using E-

mails

Before using approvals via e-mail, ensure the following pre-requisites are met:

• E-Mail Notifications: Ensure that the involved employees are business users and have valid e-mail
addresses, and that the CA certificates from the employees are uploaded to the system for outgoing
e-mails.
• E-Mail Notifications: Each involved employee must subscribe to the e-mail notifications by opening the
Notifications view and choosing Subscribe to E-Mail.
• E-Mail Notifications: Check that the e-mail clients of the involved employees have enabled the receipt of
encrypted e-mails.

[Link] Approve Sales Orders Via E-Mail

Sales orders can be approved directly from an e-mail.

A sales order can be approved or sent back for revision from within an e-mail, without having to log into the
system.

E-mail approval requires certificates setup for Outlook and Multipurpose Internet Mail Extensions (MIME)
configuration.

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[Link] Configure Sales Order Approval Via E-Mail

Administrators can configure sales order approval via e-mail with scoping activities.

Before using approval via e-mail, ensure the following:

• The involved employees are business users and have valid e-mail addresses, and that the CA certificates
from the employees are uploaded to the system for outgoing e-mails.
• The involved employee are subscribed to the e-mail notifications by opening the Notifications view and
choosing Subscribe to E-Mail.
• The e-mail clients of the involved employees have enabled the receipt of encrypted e-mails.

Go to Business Configuration Implementation Projects . Select your project and navigate to Edit Project
Scope Questions Built-in Services and Support System Management Security and check the box for
the encryption and signatures in e-mail question.

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Scoping Questions for Enabling Automatic Approval Processes

Business Object Navigation in System Scoping Question

Campaigns Sales Campaign Campaign Do you want to use

Management Campaign Execution a multi-step approval

process for campaigns?

Opportunities Sales New Business Do you want to use a

Opportunities multistep approval process

for opportunities?

Do you want the system

to automatically submit an
opportunity for approval?

 Note

This question is optional and only

relevant if you want trigger auto­
matically an approval for your op­
portunities if the entered data fulfill
the defined criteria.

Sales Quotes Sales New Business Sales Do you want to use

Quotes a multi-step approval

process for sales quotes?

Tickets Service Customer Care Service Do you want to use a

Request Management multi-step approval for

tickets?

Do you want to
automatically submit
tickets for an approval
workflow after one or more
specified conditions are
fulfilled?

Service Employee support Do you want to use a

Ticket Management multi-step approval for

tickets?

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Business Object Navigation in System Scoping Question

Do you want that

the system submits
automatically a ticket for
approval?

 Note

This question is optional and only

relevant if you want trigger auto­
matically an approval for your tick­
ets if the entered data fulfill the de­
fined criteria.

Contracts Service Entitlement Management Do you want to use a

Service Contract Management multi-step approval for

service contracts?

E-mail Notifications - E-mail encryption Build-in Services and Support Do you want to use
and signature encryption and signature
System Management Security
for e-mails?

[Link] Configure Approval Process for Sales Orders

Administrators can configure approval processes for sales orders.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune Approval for Sales Orders to define your approval tasks.

Approval workflow for multi-level approvals can also be used to determine the next level reporting managers.
If the appropriate approval process and conditions for the approval task are maintained and the defined
conditions are met, then the system determines next level reporting manager from the organization structure
maintained in your system.

Create approval processes using the three price elements displayed in sales order header level as discounts (or
any other price condition).

Multi level approval process must already be enabled in your system. To do this, go to Business Configuration
Implementation Projects . Select your project and navigate to Edit Project Scope Questions Sales
New Business Sales Orders and select the scoping question: Enable multi-level approval for sales orders?

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[Link] Configure E-Mail and Fax Settings for E-Mail
Notifications

Administrators need to specifiy the company domain for e-mail notifications.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Fine-Tune E-Mail and Fax Settings .

Enter your company domain, such as [Link], as the Allowed Sender E-Mail Domain.

[Link] Configure S/MIME for E-Mail Notifications

Administrators can upload certificates needed for e-mail notifications for all employees.

Context

To enable e-mail notifications, upload the CA certificates in this area for the e-mail address for generic business
task management for all involved employees and managers.

Procedure

1. Choose Administrator Common Tasks Configure S/MIME .

2. On the Incoming E-Mail tab, upload the CA certificates from all involved employees for the generic incoming
e-mail address Business Task Management Email Notifications.
3. On the Outgoing E-Mail tab, install the system CA certificate in the e-mail client of the involved employee as
follows:
a. In the SAP Trust Center Service column, click Link to SAP CA to open the SAP Trust Center Service.
b. On the Root Certificates section of the screen, click SAP Passport CA Certificate. A popup opens.
c. Click Install Certificate... and follow the wizard by clicking Next >.
d. Select Place all certificate in the following store and click Browse....
e. Select Trusted Root Certification Authorities and click OK and then Next >.

Now the CA certificate from the system is installed locally.

4. Now activate the S/MIME on the Activate S/MIME tab select the options for Check Signature of Incoming
E-Mails, Encrypt Outgoing E-Mails (optional), and Signing Outgoing E-Mails.

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8.4.5  Create a Sales Order Summary

Create a summary of your sales order to send to your customers.

[Link] View Sales Order Summary

View a summary of your sales order as a PDF.

The sales order summary is displayed in a PDF when you go to Actions Preview . You can view a sales
order summary when you are online and offline. The summary may display different information in online
versus offlin edepending on how your administrator has configured the templates.

[Link] E-Mail Sales Order Summary

Use Actions E-mail to send the sales order in an e-mail. To use this feature, you will need to configure
the required form templates. For sales orders, form template can be created and is available as part of active
templates under Administrator Form Template Maintenance .

Select the Sales Order as template group and use Actions Create E-mail Template . Note that you can
create different templates for your requirements.

The Sales Order form template has the following sections for which you can add additional fields: Sales Order
ID, Contact Information, Terms and Conditions, Notes, Table (with columns for Item Product Requirement
Specification and Item Notes), Letter Text and Signature Text.

In the Form Template Selection, select Show Rules for Sales Order and you can specify the Document Type,
Account, Country Code, Customer Group, Sales Unit for which the form template will be valid.

 Note

For example, if you specify a document type here, then E-mail action will use the template for all sales
orders with this document type.

[Link] Set Languages for Sales Order Summaries

The language for your sales order summary is determined by the default set by the customer or, if one is not
set, the default language for your user in the system will be set.

You can choose a different language for the summary from within a sales order. In the sales order Overview find
the field for Language and select a language from the dropdown menu. The languages in this list are determind
by the communication languages your administrator has defined.

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  Note

Products already entered as items will not change the language output of the product description.

8.4.6  View Consistency Status for Sales Orders

Use the consistency status to assess your orders.

Your SAP Cloud for Customer system checks to makes sure that functional parameters are met and gives a
consistent or inconsistent status that signifies whether or not sales orders can be completed. Sales orders with
an inconsistent cannot be completed

8.4.7  Complete Internal Sales Orders

Quickly complete an internal sales order in your system.

Use Actions Set as Completed to complete an internal sales order. You do not need to simulate or
transfer internal sales orders.

8.4.8  View Document Flow in Sales Orders

Document flow shows related transactions such as opportunity or activities.

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8.4.9  Track Order With Involved Party Contact Using Live
Activity

When a contact from an order reaches out to contact center, use the live activity to identify the order for
quicker processing.

 Note

This feature is only available in the Fiori client.

8.4.10  Use Click-to-Call in Sales Orders

In a sales order, under Involved Parties, you can click the phone number link to call the phone number listed
under phone or mobile number.

When you click the phone number link, you are taken to the live activity center where you can enter notes and
save your phone call. When you are finished, your phone call is saved in the sales order under Activities
Phone Calls .

 Note

Click-to-call is only available in the SAP Fiori Client. The computer telephony integration (CTI) solution
must also be embedded.

Related Information

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8.5 Integrate Sales Orders with SAP ERP

Integrate your SAP Cloud for Customer system with SAP ERP to get all pricing, shipping, and delivery
information for external sales orders.

Integration with an ERP system is a prerequisite for running most of the processes for sales orders. The
integration framework is documented in the Prepackaged Integration with SAP ERP guide.

 Note

Only integration with SAP ERP is supported in the current release. If a connection has been established
with an on-premise ERP system, then the sales orders that you create will be replicated in the external ERP
system. Note that Transfer is possible only if the pricing status is set to Calculated Successfully. Therefore,
you can transfer only after you have completed the simulation.

The following data is exchanged between the two systems:

• From SAP Cloud for Customer:

• Account and description for the account
• Document type
• Product and item related data
• Notes
• Involved parties
• From SAP ERP:
• External reference data (External ID or sales order ID in the external system, External Reference and
Description)
• All header statuses for the sales order including Billing Status, Ext. Overall Status, Credit Status
Cancellation Status and Blocked Status, Rejection Status, etc.
• for product line items
• Rejection Status
• Involved Parties
• ATP quantity (available quantity as confirmed from external system) and ATP Delivery (scheduled
delivery date confirmed from external system)
• External notes created in the external system.

Work with External Pricing [page 562]

Learn about SAP Cloud for Customer external pricing and how retrieve complete price information
including tax from an external system.

Simulate Sales Orders in SAP ERP [page 562]

Provide your customers with accurate pricing and delivery information before confirming an order.

Finalize Sales Orders in SAP ERP [page 566]

Finalize a sales order and send it out for fulfillment, billing, and shipping.

Order Replication - Restrict Changes to SAP Cloud for Customer [page 567]
Use document type External Inbound to ensure that changes made to orders replicated from your SAP
ERP solution are restricted to SAP Cloud for Customer and not transferred back to your ERP system.

Replication of Orders for Prospects [page 567]

For prospects that are replicated to ERP, the Simulate, Transfer, and Finish actions are enabled.

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 Use 'Finish' to Collectively Trigger Simulate and Transfer Actions [page 568]
Use action Finish to combine collectively perform a save, simulate and transfer of the order to ERP
system all with a single click. Orders can be revised multiple times until all of the order items and
the order itself is completed. Note that Finish triggers both simulate and transfer collectively as
background actions.

8.5.1  Work with External Pricing

Learn about SAP Cloud for Customer external pricing and how retrieve complete price information including
tax from an external system.

If your administrator has set up external pricing in your system, you can retrieve complete price information
including tax from an external system for your sales quote documents. The configuration, if external pricing is
applicable, depends on the selected document type.

When you create a sales quote in your system and you have a connection to an external system, such as SAP
CRM and SAP ERP, a request can be triggered to the external system to simulate a sales order.

[Link] External Pricing with Free Goods, Product

Availability, and Credit Status
Learn about SAP Cloud for Customer external pricing for free goods, product availability check, as well as
enhanced external pricing.

When you have enabled the external pricing in your system you receive for a specific sales quote document
type, pricing details from the external system. In addition, the solution also provides:

• Complete pricing information including tax and gross and net values
• Free goods determination
• Product availability check
• Credit status

The prerequisite is that your administrator has enabled the external pricing for the document type and for the
pricing itself aligned the pricing texts (conditions and subtotal descriptions) in the business configuration.

Enhanced External Pricing

You can view and edit a limited amount of External Price Elements directly on header or in products table of
sales quote or sales order. You can also completely hide the Product Pricing and Total Pricing view in order to
focus on the main price elements.

8.5.2  Simulate Sales Orders in SAP ERP

Provide your customers with accurate pricing and delivery information before confirming an order.

Use the simulate action when you want to capture an order and would like accurate pricing (net price,
discounts, and net value), product availability (delivery dates, ATP quantities and ATP type), and statuses

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(credit and rejection) information. The action allows the system to simulate the order captured in SAP Cloud
for Customer in ERP and return with all of the information mentioned above. You can adjust items or quantities
in an order and simulate multiple times before finalizing the order for transfer.

 Note

• Before the simulation is triggered, total pricing details are not available and the pricing status of the
sales order is set to Not Calculated. After simulation is complete, the net price is updated in the
sales order header and the pricing status is set appropriately (for example, the pricing status is set to
Calculated Successfully or Calculated with Errors). The total price component details is updated in the
Products tab screen.
• Actions Transfer is disabled if you modify the order after simulate. You will need to simulate
again to be able to transfer the order to external ERP system.

You can find the simulate option on the screen under Actions.

[Link] Use Free Goods Determination

Simulate or transfer an order from SAP ERP to view the free goods that are available. With external pricing, you
can also trigger free goods determination.

When you simulate or transfer an order, you see the available free goods. If you change products or product
quantities in a sales order, free good items are removed and you must simulate or transfer the order again.
Free goods determination supports both exclusive (for example, buy ten and get one free) and inclusive (for
example, buy 10 and pay only 9) procedures.

 Note

Free good information is read-only and edits are not possible.

[Link] Check Credit Limit

When processing a sales order, ensure your customers are within their credit limit.

When you simulate or transfer an order, you will see the credit status, credit limit, and credit exposure that has
been defined from the SAP ERP system. If the sales order amount exceeds the customer's limit, you will get a
warning message.

You can use credit status as a part of approval conditions for your sales order.

Related Information

Define Approval Processes for Sales Orders [page 552]

Define an approval process for acceptance of sales orders.

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[Link] Bill of Material Explosion

View the bill of materials from SAP ERP system.

When you simulate or transfer an order, you can view the multi level bill of materials (BoM) explosion from SAP
ERP/CRM.

[Link] View Product Substitutions

Get product substitution suggestions for products that are out of stock or discontinued.

Configure the alternate products you want to be substituted for a product in your SAP ERP system. Then, when
you simulate or transfer a sales order, if a product has an alternate product to substitute, you can view it in the
Products tab. You can see the original product as well as the item that is being substituted in its place.

[Link] View External Pricing Elements

Choose which pricing elements to show in a sales order.

View and edit pricing elements in your sales order. View your pricing procedure in the header of your sales
order and the Product Pricing and Total Pricing in the Products tab.

[Link] Configure External Pricing

Administrators can configure external pricing components.

In this activity, you can add configurable price components to the product table to enable user to manually
add some price components from ERP and map them here directly to document types. Go to Business
Configuration Implementation Projects . Select your project and navigate to Open Activity List Fine-
Tune External Pricing and define the following:

• Labeling External Pricing Elements

In this activity, you can assign labels to standard pricing elements.
• Assignments of External Pricing Elements
In this step, you can assign pricing procedures and condition types the pricing elements. You enable the
following with these assignments:
• The Products table displays the corresponding fields associated with the pricing procedures.
• The Product Pricing table displays the conditions (mapped to the pricing element) per product item.
• The Total Pricing table displays the conditions (mapped to the pricing element) for the complete sales
order.

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[Link] Check Product Availability

View estimated product availability after you have simulated or transferred an order.

In the Products view, under Product Availability, view the estimated ATP (Available To Promise) quantity and
delivery date simulated from SAP ERP.

Fields ATP Quantity and ATP Delivery (Date) in product table can be added through personalization.

[Link] View Sales Order Sync Statuses with ERP System

Sales orders can have various statuses generated internally in the cloud solution.

View the different status in the sales order overview.

• Credit Status states if the number of units were exceeded or not or if credit status is relevant for the order.
• Pricing Status is internal to the cloud solution and determines if transfer can be initiated for sales order.
The following pricing statuses are possible for an order:
• Calculated Successfully: Simulation has been carried out and the data has been successfully read
from ERP system and displayed in the cloud solution
• Not Calculated: No simulation has yet been initiated for the sales order.
• Calculated with Error: Simulation has encountered errors .
• Cancellation Status signifies whether or not the order has been cancelled.
• Rejection Status is reflected at both header and item level along with the reason for rejection.
• Delivery Status is displayed for both header and item level along with the ATP delivery and quantity.

[Link] Simulate Sales Orders Offline

Save your orders first, then simulate or transfer when offline.

 Note

To simulate sales orders offline, you will need to be connected to the network.

 Note

When creating an order offline, use the Save and Open action on the item proposal screen to save your
order. Then, to retrieve pricing information, use the Simulate or Transfer actions from the sales order
screen.

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[Link]  View SAP ERP Messages While Editing Sales Orders

View SAP ERP error messages while editing your sales order to resolve validation issues.

When you simulate a sales order, if SAP ERP finds any issues in the validation or determination for the sales
order, error messages are displayed on the sales order screen. The error messages are displayed until the sales
order is closed. You can view the error messages while you edit the sales order. Then, simulate the order again
to refresh the error messages and check to see if you have resolved the issues.

8.5.3  Finalize Sales Orders in SAP ERP

Finalize a sales order and send it out for fulfillment, billing, and shipping.

After you've simulated an order and are ready to move forward, you'll need to transfer the order to SAP ERP to
get it finalized.

[Link] View SAP ERP Transfer Status

The transfer status is internal to the cloud solution and helps to identify the sales order sync status with ERP
system.

One of the following values will be displayed as transfer status depending on the status of the sync:

• Not Started - Transfer not yet initiated

• In Process - Transfer initiated but yet to be received in the ERP system
• Finished - Data successfully transferred from cloud solution to ERP system
• Interrupted - Data transfer stopped due to technical error
• Not Relevant - For orders that cannot be transferred to ERP system for technical reasons (for example
sales orders created using prospect accounts)

[Link] Transfer Sales Orders to SAP ERP

Transfer of an order involves actual creation of the order in ERP and will trigger any follow-up processes
configured in ERP like fulfillment and billing.

Transfer statuses provide you with insight into the sync status of the SAP Cloud for Customer sales order with
SAP ERP system.

One of the following values will be displayed as transfer status depending on the status of the sync:

• Not Started - Transfer not yet initiated.

• In Process - Transfer initiated but data is being transferred to the ERP system.
• Finished - Data successfully transferred from SAP Cloud for Customer to ERP system.
• Interrupted - Data transfer stopped due to technical error.

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 • Not Relevant - For orders that cannot be transferred to ERP system for technical reasons (for example sales
orders created using prospect accounts).

 Note

Transfer is possible only if the pricing status is set to Calculated Successfully. Therefore, you can transfer
only after you have completed the simulation. Use action Finish to initiate both simulate and transfer
together in the background.

Click on Actions Transfer to replicate the order you created in SAP Cloud for Customer to the ERP
system.

[Link] Finish Sales Orders

The finish action can be used to combine all of the actions of save, simulate and transfer of the order to ERP in
a single click.

Orders can be revised multiple times until all of the order items and the order itself is completed.

Click on Actions Finish to perform a save, simulate and transfer together (if there are no errors in
simulation).

8.5.4  Order Replication - Restrict Changes to SAP Cloud for

Customer

Use document type External Inbound to ensure that changes made to orders replicated from your SAP ERP
solution are restricted to SAP Cloud for Customer and not transferred back to your ERP system.

Go to Business Configuration Implementation Projects . Select your project and navigate to Open
Activity List Sales Orders Maintain Document Types , select the document type External Inbound if you do
not want updates made in SAP Cloud for Customer to reflect in your ERP system.

8.5.5  Replication of Orders for Prospects

For prospects that are replicated to ERP, the Simulate, Transfer, and Finish actions are enabled.

For prospects that are not replicated to ERP, the Transfer, and Finish actions are disabled. The simulate action
is still enabled so that you can check the estimated prices if required.

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8.5.6  Use 'Finish' to Collectively Trigger Simulate and
Transfer Actions

Use action Finish to combine collectively perform a save, simulate and transfer of the order to ERP system
all with a single click. Orders can be revised multiple times until all of the order items and the order itself is
completed. Note that Finish triggers both simulate and transfer collectively as background actions.

8.6 Sales Order Reporting

Following standard reports are provided for sales orders under Analysis Reports , if configured by your
administrator.

• Sales Order Item Value by Product Category: Shows the history of the product quantity ordered and the
net amount for the item.
• Sales Order Value by Account: Shows the net amount and the other sales order data.
• Sales Order Value by Month: Shows the net amount and other sales order data.

Data Sources for Sales Orders [page 568]

Use data sources for your analytics for sales orders.

8.6.1  Data Sources for Sales Orders

Use data sources for your analytics for sales orders.

Following data sources are provided for sales orders in the standard system:

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 • Sales Order Item
• Sales Order Involved Parties
• Sales Order Header
• External Aggregated Customer Sales Order View
• External Aggregated Customer Sales Order Item View
• BTD References for Sales Order Items

8.7 Sales Orders Offline

This topic presents the following information about sales orders in offline mode - validations, determinations,
fields and actions supported, and additional information.

Validations and Determinations

Find below the information about sales orders implementation logic for change scenario in offline mode

Overview of Implementation Logic for Sales Orders in Offline Mode

Implementation Logic For

Change Scenario in Offline
Topic Feature Determination Standard Logic Mode

Sales Unit Sales Unit Determination Sales unit from the org If the sales area is modified,
model from the logged in
then the following logic ap­
user
plies:

• If sales area is main­

tained at the account
level with the changed
sales unit as either Sales
Group or Sales Office,
then the matching sales
area ((Sales organiza­
tion + disttribution chan­
nel + division) is consid­
ered.

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 Implementation Logic For
Change Scenario in Offline
Topic Feature Determination Standard Logic Mode

Sales Area Sales Area • Employee Sales • Employee Sales Data: If

Data: Logged in us­ the sales organization is
 Note
�