SAP Sales and Service Cloud

Integration and Technology

2022

PUBLIC
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Agenda
SAP Customer Experience and the strategic role of integration

Integration with SAP S/4HANA and SAP ERP

Integration with SAP S/4HANA Cloud

Integration with SAP Commerce Cloud and SAP Commerce

Integration with SAP Marketing Cloud

Integration with SAP CPQ

Integration with SAP Field Service Management

Integration with Qualtrics

Integration with SAP CRM

Integration with SAP Business Warehouse (BI), SAP Integrated Business Planning (IBP) and Account 360

Integration with SAP Master Data Governance (MDG)

Integration with SAP Business One (B1)

Integration with SAP Application Lifecycle Management (SAP Solution Manager/SAP Cloud ALM)

Integration with SAP Cloud Platform Identity Authentication (IAS)

Integration Technology
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SAP Customer Experience
and the strategic role of integration
Intelligent Enterprise

BUSINESS NETWORK

BUSINESS
PROCESS Across all functions

EXPERIENCE MANAGEMENT

APPLICATIONS INTELLIGENT SUITE INDUSTRY CLOUD

SUSTAINABILITY MANAGEMENT

TECHNOLOGY BUSINESS TECHNOLOGY PLATFORM

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Intelligent Suite

BUSINESS NETWORK

BUSINESS
PROCESS
Across all functions

INTELLIGENT SUITE
ANALYTICS

ANALYTICS
Customer Spend
APPLICATIONS Experience Management

Digital Supply Chain Finance Human

Resources

TECHNOLOGY

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Intelligent Suite

BUSINESS NETWORK

BUSINESS
PROCESS
Across all functions

INTELLIGENT SUITE
ANALYTICS

ANALYTICS
Customer Spend
APPLICATIONS Experience Management

Digital Supply Chain Finance Human

Resources

TECHNOLOGY

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 7

 SAP Customer Experience Suite

CUSTOMER DATA CUSTOMER COMMERCE SERVICE

SALES
ENGAGEMENT

Grow revenue by uniquely Increase customer Drive consistently Close more business, Maximize customer brand
identifying every consumer and lifetime value with profitable commerce faster with actionable loyalty and lifetime value with
intelligently activating relevant data-driven personalization outcomes with agility, insights and optimize enhanced real-time resolutions
data in real-time across CX in real-time via automated across any business transactions with a deal from pro-active, automated, and
and back-office operations. omnichannel journeys. model at scale. prediction engine. agent-assisted interactions.

Fully Align Front-To-Back Office

+ BTP Business Processes to Deliver

Seamless End-To-End Experiences
Connect the Entire Journey and Maximize
the Lifetime Value of Every Customer

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Business Technology Platform

BUSINESS NETWORK

BUSINESS
PROCESS
Across all functions

APPLICATIONS

TECHNOLOGY BUSINESS TECHNOLOGY PLATFORM

Database & Data Analytics Application Development Intelligent

Management & Integration Technologies

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New enterprise integration challenges

Heterogenous and High total cost of

Hybrid deployment
huge landscape ownership for building
with large enterprise
consisting of various and maintaining End
applications running
products from different to End business
on-premise, on-cloud
vendors processes

Difficult to securely New eGovernment Frictions for

share your data, initiatives required for innovations on
processes for Omni- digital compliance existing infrastructure
channel access and business
applying your processes
corporate governance

Challenges need to be addressed effectively for true digital transformation

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 12
Out-of-the-box content

Search, discover, experience and consume to integration content from SAP and select partners for
your digital transformation projects.

900+ simple,
~1500 ready-built semantic APIs from ~160 connectors to E-governance content
integration content SAP and partners non-SAP apps for 18 countries

Value = 5x acceleration, 10x savings

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Integration SaaS
Out-of-the-box integrations with integration packs delivering business outcomes faster

SAP API Business Hub

Represents
integration scenario

Built-in Full lifecycle

Integration
extensibility support
Packs (Discover | configure |
deploy | update)

Developed by SAP LoB,

partners and community

LINK

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 Out-of-the-box integrations – SAP API Business Hub

Search, discover, experience, and consume the right predefined integration content from SAP
and selected partners for your digital transformation projects

Catalog API Prepackaged Easy consumption

Central place from SAP accelerators Integration with developer
and its partners Open Interfaces Integration content IDE and code generations

https://api.sap.com/
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What does SAP provide?

▪ An enterprise grade integration platform

Out-of-the-Box Open
▪ Pre-packaged integration content for quick plug Integration Integration
and play flows between applications
▪ Best of breed, end-to-end API management
platform to enable and govern safe, secure
access to systems
▪ Process and data integration solutions,
APIs and pre-packaged Ability to integrate with non-SAP:
integrated with analytics and in-memory integration content +160 connectors
database
▪ An application development and extension Standardized Simplified extensions of pre-
technologies packaged Integrations
platform with accelerators for developers
▪ An enterprise messaging infrastructure to Shared master data services Rich partner
and aligned business ecosystem
enable event driven architectures configuration

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 16

Why SAP?

End-to-End Fast Time to

1 Capabilities 2 Value 3 Repeatability

Integration, UX, Analytics, In- Implement a digital integration Our robust capabilities enable
customers to support multiple use
Memory Database, and API hub in weeks, providing
cases via our integration and
Management instance value to the business extension platform

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Integration Strategy Paper

sap.com/cloud-integration

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Integration with
SAP S/4HANA and SAP ERP
SAP Cloud for Customer Integration with SAP S/4HANA and SAP ERP

FEATURES BUSINESS BENEFITS

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

e.g. accounts, contacts, products. pricing, quoting, sales orders through native
integration to your
▪ Full integration of transactional scenarios e.g.
SAP S/4HANA and ERP system(s).
opportunities and quotes with real-time
S/4HANA and ERP pricing, sales order ▪ Seamlessly orchestrate the E2E opportunity from
creation and full accessibility of ERP prospect
document flows. to payment.
▪ Field service and support scenarios in C4C ▪ Manage the complete field
with native integration to S/4HANA and ERP service scenario (from work
e.g. for service confirmation, billing and orders and SLAs to contracts,
finance as well as contract management with warranties, and service
SLAs & installed base. parts) as well as telephony
integration connected to your
back-office processes.

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

SAP Cloud for Customer

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

Customer Account Offline Installation Measuring

Employee Product
Material Info Customer Hierarchy Pricing Point Point
fact sheet

SAP S/4HANA or ERP *

Currency Sales Org Material Measurement

Account Contact Van Stock Equipment
conv. rates Hierarchy Group Document

Customer Customer Functional Measuring

Employee Plant Material Material Info Hierarchy Pricing
Location Point

*Not supported for SAP ERP

For more details see https://api.sap.com/package/SAPHybrisCloudforCustomerIntegrationwithSAPERP?section=Overview

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Integration with SAP S/4HANA or ERP
Sales
Opportunities, Quotes, Orders
Integration with SAP S/4HANA and SAP ERP - Sales (Transactional
Scenarios)
SAP Cloud for Customer

Opportunity
Online
Pricing for
net value Sales Sales
Online
Quote* Contract
Pricing with
ATP & Credit Sales
Limit Check Order*
SAP S/4HANA and ERP

Pricing Quote** Delivery** Sales

Contract
Sales Customer
Order** Invoice**

▪ External pricing supporting the full pricing flexibility of ERP SD

▪ Real-time integration of transactional data like opportunity, quote
and sales order requests etc.
* Replication with attachments
** Supports printing with pdf
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External Pricing / Order Simulate Overview

External Pricing
with SAP S/4HANA and ERP provides (live call via order simulation)

➢ Price and Tax Determination – including edits and printing of conditions (based on S/4HANA and ERP
configuration) in C4C, optional Sales Contract based pricing
➢ Product Availability Check – shows ATP quantity including color code and ATP delivery (or simulate delivery
schedule) based on requested date, optional change of delivery Plant in Quote/Order
➢ Credit Limit Check – showing status, limit, and exposure that can be used for approval processes in C4C
➢ Free Goods Determination - supporting EXCLUSIVE (buy ten and get one free) and INCLUSIVE (buy 10 and
pay only 9)
➢ Bill of Material Explosion – including multi-level price edits on sub-item level
➢ Product Substitutions – replacing products via product substitutions in S/4HANA and ERP, original product still
visible.
➢ Completeness Check – messages provide details on missing or wrong data, e.g. product not allowed due to
export restrictions

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 Sales Cloud Transactional Integration
Sales Quote / Sales Order
➢ Bi-directional exchange of Sales Quotes/Sales Orders with SAP S/4HANA and ERP (creation in C4C or S/4HANA and
ERP)
➢ External Pricing/ Order Simulate
➢ Multiple follow-up C4C Sales Orders triggered from a C4C Sales Quote in SAP S/4HANA and ERP
➢ Multiple follow-up C4C Sales Orders from a C4C Sales Quote
➢ Document Flow - allows to view S/4HANA and ERP document flow, such as deliveries or invoices including PDF preview
➢ Offline pricing
Sales Contract
➢ Bi-directional exchange of Sales Quantity Contracts with SAP S/4HANA and ERP (creation in C4C or S/4HANA and ERP)
including target, release, and remaining quantity.
➢ External Pricing and display of Price Agreements
➢ Contract determination in Sales Order or Sales Quote
➢ Document Flow - allows to view S/4HANA and ERP document flow, such as deliveries or invoices including PDF preview
Opportunity
➢ Creation of follow-up SAP ERP Sales Orders or SAP ERP Sales Quotes directly from C4C Opportunity
➢ Request item prices from SAP S/4HANA and ERP
➢ View follow-up SAP ERP Sales Documents
➢ Document Flow

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Setup External Pricing from SAP On-Premise Systems

1
Sales 2
Request Pricing Order
Quote/Sales
Simulation
Order

3
Pricing
Result Query Price Calculation
(Included to
Sales 4
quote/order)
Document in
Create SAP CRM/ERP Sales Document
(Request Document Creation) ERP/CRM

Confirmation (notify)

SAP Sales and Service Cloud SAP ERP / CRM

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Quote/Order: Edit prices for Bill-of-Materials (sub-items) (1)

Key Capabilities

➢ The feature allows you to change

price conditions for sub-items that
are determined in an external
application.

Business Benefits
➢ Provides the user the flexibility to
maintain agreed prices or discounts
on sub-item level of a Bill-of-
Material.

Not supported in offline mode

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Quote/Order: Edit prices for Bill-of-Materials (sub-items) (2)
Set up Details

➢ Selection scoping question in

element Communication and
Information Exchange -> Integration
with External Applications and
Solutions -> Integration into Sales,
Service, and Marketing Processes:
Sales Quotes -> “Do you want to
change sub-items that are
determined in an external
application?”
➢ The configuration enables you to
change price conditions for sub-
items that are determined in an
external application.
➢ Any newer features at the sub-item
level will also appear here and be
enabled with this scoping question.
➢ Same configuration question
applies for Sales Orders.
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 Quote/Order: Color coding for ATP (Available to Promise) Check

Business Benefits

➢ The color codes for the

ATP (Available-to-Promise)
helps to identify potential
delivery gaps.
➢ Product availability, derived
from the requested delivery
dates, can be easily
spotted.

Red - no confirmation
Yellow - late or partially
delivery
Green - full confirmation

▪ No additional configuration
required.
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Quote/Order: Assign Plants
Business Benefits

You can use a Plant, derived

from account’s sales data and
product master, to optimize
your sales process.
▪ Changing the Plant can
change the product
availability result.
▪ Plant can control the product
selection.

Set up Details

Enable Plant replication via

business scoping. Add hidden
field Plant on header and item
level via Adaptation/
Personalization mode.

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Quote/Order: Show product configuration details maintained in S/4HANA and
ECC (1)
▪ This business option is
relevant especially if you use
product configuration in your
sales quotes in SAP ECC or
SAP S/4HANA (Release
2020 onwards).

▪ This feature allows you to

display online in the Cloud
for Customer sales quote the
product configurations from
an external application.
Action opens
▪ If the user clicks the
configuration
details based on configuration icon on product
ECC configuration. level in the Cloud for
Customer sales quote, the
system will synchronously
read the product
configuration from the
external application and
show it in Cloud for
Customer.
© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 31
Quote/Order: Show product configuration details maintained in S/4HANA and
ECC (2)
Set up Details

Select business package

Communication and
Information Exchange ->
Integration with External
Applications and Solutions
-> Integration into Sales,
Service, and Marketing
Processes and select
Sales Quote question: Do
you want to display in
your cloud solution the
product configuration from
an external application?

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Quote/Orders: Show product configuration details maintained in S/4HANA and
ECC (3)
➢ Access configuration details in C4C
via Action column in Sales
Order/Sales Quote.
➢ Only viewing the configuration
details supported.

For ERP sales orders/quotes that contain variant

configuration data the variant configuration information can
be displayed in the replicated C4C sales order/quote
▪ C4C reads the variant configuration information on the fly
from ERP.
▪ Supported ERP system: Add-on CODERINT SP 52
Note: CPS (Cloud Configuration and Pricing Service) is not required for this scenario.
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Sales Contract: External pricing
Key Capabilities
▪ View and edit external price
elements directly in item table

▪ View and edit total external price

elements directly in Pricing Data

Business
Benefits
▪ Reduced clicks as it allows user to
focus on the main price elements

Set up Details
➢ Configuration of price elements and
labeling done in fine-tuning activity
External Price Elements (applicable
also for sales quote and sales order)
➢ Add hidden price elements via
Adaptation mode

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Integration with SAP S/4HANA or ERP
Service
C4C Contracts / ECC Contracts
Features and Capabilities
ERP Contract Implications - Overview

SAP Cloud for Customer

Contract

Work Ticket
Coverage

Release to ERP,
incl. Manuel
Pricing
conditions

SAP S/4HANA and ERP

External Pricing
Contract /
Item
Billing
Periodic Invoice Revenues
Request
Billing
Pricing Goods issue from Costs

ECC Add-on
Technician Stock
Goods Costs
Advance
Issue or
Shipment
Return
Costs

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC Timesheets (CATS) 36
Features and Capabilities
Contract Header – Header [Document] Types – BC Creation

▪ delivered Value by SAP Standard

▪ Values created by users

▪ Transfer to ERP configurable by External Date

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Features and Capabilities
Contract Header – Header [Document] Types – BC Mapping

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Features and Capabilities
Contract Header – Header [Document] Types – ECC Mapping
C4C:

ECC:

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 Features and Capabilities
Contract Header (& Item) – Billing Plan
• It´s possible to configure the Billing Plan on
Contract Header and Contract Item Level

• Billing Plan Parameters default values for

Contract Item Billing Plan Parameter

• Exchange between ECC and Cloud Billing

Plan only on Contract item level

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 40

Features and Capabilities
Contract Header – Billing Plan BC Path

Relevant Section in Contract C4S:

Interval

Horizon
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Features and Capabilities
Contract Header – Billing Plan BC Mapping Billing - Interval

From SAP ECC (to be entered manually or via Report):

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Features and Capabilities
Contract Header – Billing Plan BC Mapping - Horizon

From SAP ECC (to be copied manually or via Report)

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Features and Capabilities
Contract Header (& Item) - Payment Terms # Business Configuration

Set-Up Details:

▪ Go to Work Center
Business Configuration
->Implementation
Projects> Open Activity
List->Fine-Tune
->Find: Accounts
->Payment Terms
->Maintain Payment
Terms

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 Features and Capabilities
Contract Header (& Item) - Payment Terms # User Interface

▪ Payment Terms for

Contracts Item in Section
`General Data´ of Facet
ITEMS

▪ Payment Terms on
Contracts Header

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Features and Capabilities
Contract Header (& Item) - Pricing Date
Use Case ´Edit Pricing Date in
Contract´:

▪ Edit Pricing Date on Contract

Header that change [via
inheritance] Pricing Date of
all Entitlements on Item level,
which were not individually
adjusted

▪ Bidirectional Update from/ to

ECC

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Features and Capabilities
Contract (Header) & Item – Pricing Date
Use Case ´Edit Pricing Date in
Contract´:

▪ Impact on Entitlement Items in

Contract

▪ Edit pricing Date Pricing Date

of selected Entitlements on
Item level

▪ Bidirectional Update from/ to

ECC

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Features and Capabilities
Contract Item - Display SAP ECC Price Agreements in Contracts

Set-up Details

▪ Business Configuration → Activity

´Offline Pricing using External
Pricing→ Upload Pricing Procedure
▪ Upload ECC file with Price
Agreements [for more info]:
https://help.sap.com/viewer/cea15f90
0ca04c4faa35d3044577fe27/1811/en-
US/374510ae71284ed59188770a1cd7
b4fb.html
Business Description

▪ In C4C [Sales/Service] Contracts the

ECC Contract Price Agreements can
be seen.

▪ Price Agreements provide for item

products in tickets, quotes and orders
a contract based surcharge or
reduction via specified Amount/
Percentage [incl. Scales] in a defined
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period
48
Features and Capabilities
Contract Header – Text in History Mode

Use Case ´Track Notes in Contracts´

▪ Reply from Customer in History

Mode

▪ Clearer visibility on customer

negotiations and change request

▪ Notes in history mode are not

replicated to or from ECC or S/4.

▪ Add hidden Note “Reply

from Customer” via
Adaptation mode

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Features and Capabilities
Contract Items –Types & Determination Rules - setting in BC

• Contract Item Types can be defined in

Business Configuration

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Features and Capabilities
Contract Items –Types & Determination Rules - setting in BC

• C4S [to be mapped with ECC]

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Features and Capabilities
Contract Items –Types - setting in BC – Code List mapping Cloud <->S/4HANA and ECC

Open Code List Mapping

▪ In the Business Configuration

work center, choose the
Implementation Projects view.
▪ Select the project and click Open
Activity List.
▪ Choose tab Fine-Tune and
search for the activity Code List
Mapping for Integration with
External Applications and
Solutions and double click on it.
▪ Choose Maintain Code List
ZPET WVN
Mapping.
C4S Type ID ECC Type ID

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Features and Capabilities
Contract Items –Type - Interaction Cloud with SAP S/4HANA and ECC

ZPET

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Features and Capabilities
Contract Items – Usage Restriction – Setting in BC – Mapping Document Types & Contract Usage

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 54

Features and Capabilities
Contract Items – Quantity Contract – Setting in BC

• ´Base Item Type´ SCEP is ´mandatory for Quantity Contract usage

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Features and Capabilities
Contract Items – Show ´Released Quantity´ [and Remaining Quantity] in Sales Contracts [update
from ECC]
Business Description of Feature

▪ Replication of calculated Call-off

Quantities from ERP to C4C in Sales
[!] Contracts

▪ Target, Released and Remaining

Quantity are displayed in Sales
Contracts to show to what Extent
Quantities have already been
exhausted

▪ Ordered Quantities as well as relating

Returns and Rejections are
considered in Calculation/ Update of
Release and Remaining Quantity

Key Business Benefits

▪ Detailed Information for latest Call-of

Quantity

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 56

 Features and Capabilities
S/4HANA and ERP Contract Implications

• S/4HANA and ERP [Contract] Integration is used for

− External Pricing for Entitlement Products
− Process Billing & Invoicing Plans
− Creation of relating ERP [SD] Contracts to Cloud Service
Contracts
− Creation of relating Cloud Service Contracts from ERP
[SD] Contracts
− Costing Analysis
− Reporting
− Migration

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 57

Features and Capabilities
ERP Contract Implications – Get Prices from S/4HANA and ERP

1
© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC
Get Prices from ERP
58
Features and Capabilities
ERP Contract Implications – Get Prices from S/4HANA and ERP

• View and edit external price

elements directly in item table
• Maintain pricing elements directly
in the table columns -for all items
directly, as the table contains all
the price elements

Set-up Details
▪ Configuration of price
elements and labeling done in
fine-tuning activity External
Price Elements
▪ Add hidden price elements via
Adaptation mode

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 59

Features and Capabilities
S/4HANA and ERP Contract Implications – Get Preview of Contract Form

2
Preview
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Features and Capabilities
S/4HANA and ERP Contract Implications – Contract Form to be saved/ sent to Customer
• Frontend Print (as
PDF) Function via
Adobe for
local download and
separate
upload to Attachment
Facet
• Contract Form can be
then sent as Proposal
to Customer
• If the Customer finally
agrees the Contract
has to be activated…

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Features and Capabilities
S/4HANA and ERP Contract Implications – Activate Contract in Cloud

3
Activate

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Features and Capabilities
S/4HANA and ERP Contract Implications – Transfer/Create ERP Contract based on Cloud Contract

4
Transfer to ERP

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Features and Capabilities
S/4HANA and ERP Contract Implications – Undoing/Reset Transfer/Update from Cloud to ERP
Contract
▪ Via ´Revoke Transfer Status´ from current
´interrupted or in ´´Process´ to the initial
…´not started´ or
…´finished´ status
1

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3 64
Features and Capabilities
S/4HANA and ERP Contract Implications - Enable Configuration to Skip ´Request External Pricing´
Call
Business Configuration-> Implementation
Project → Select Project → Open Activity List →
Sales/ Service Contracts→ Document Types

Business Description of Feature

▪ Disable the -mandatory- synchronous

external Pricing call [to ECC] by further
Options (=Asynchronous Pricing)
▪ ´After Replication´: Pricing Call is only optional
for Contracts that were already replicated to
ECC
▪ ´Always´: Pricing Call is only optional for created
contracts in C4C with/without replication to ECC
▪ [Blank] Pricing Call is mandatory
[= prerequisite to enable any update/ transfer of
a Contract in/to ECC]
▪ Note: The User Action ´Request External
Pricing´ in Contract still remains possible!

Key Business Benefits

▪ Better Performance

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Features and Capabilities
S/4HANA and ERP Contract Implications – Integration Scenario Inbound Replication Only

Business Description of Feature

Here
▪ [ ]: Changes of Contracts are not
transferred to/from ECC
▪ [Bi-directional]: Changes of
Contracts are transferred to/from
ECC
▪ [Inbound]: Changes of Contracts are
only transferred from ECC

Key Business Benefits

▪ Better Performance

Set-up Details
▪ Go to: Business Configuration ->
Implementation Projects -> Open
Activity List -> [Service or Sales]
Contracts -> Document Types ->
Maintain Document Types
© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 66
Features and Capabilities
S/4HANA and ERP Contract Implications – Show ERP Contract Status in Cloud Contract
Business Description of
Feature Here
▪ ECC Contract Status visible in
Cloud for Customer Contract on
Header and Item as…
▪ External Status
▪ External Reference Status
[only relevant for Sales
Quantity Contracts call-off]
▪ External Invoice Status

Key Business Benefits

▪ Administration

Topic Area: Show ECC Status in C4C Contract

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 67

 Features and Capabilities
S/4HANA and ERP Contract Implications – Show ERP Contract Status in Cloud Contract – Status
Scheme
Service Contract Sales Contract

1. Create Contract in ECC Business Description of

1. Create Contract in ECC
a. Steps: a. Steps: Feature Here
i. Create Contract in ECC and Save. i. Create Contract in ECC and Save.
ii. Contract is Replicated to C4C. ii. Contract is Replicated to C4C.
▪ ECC Contract Status Scheme
b. ECC Status visible in C4C: b. ECC Status visible in C4C: -based on Business Process -
i. ECC Status = Open i. ECC Status = Open visible in Cloud for Customer
ii. ECC Reference Status = Not Started ii. ECC Reference Status = Not Started
iii. ECC Invoice Status = Not Started Contracts
iii. ECC Invoice Status = Not Relevant
2. Create Invoice for Contract in ECC 
a. Steps: 2. Create Sales Order for Contract in ECC
i. Create Invoice for Contract in ECC a. Steps:
ii. Invoice Status = Fully invoiced i. Create Sales Order for Contract in ECC
iii. Save ii. Reference Status = Fully referenced
b. ECC Status visible in C4C: iii. Save
i. ECC Status = In Process b. ECC Status visible in C4C:
ii. ECC Reference Status = Not Started i. ECC Status = Completed
iii. ECC Invoice Status = Finished ii. ECC Reference Status = Finished
iii. ECC Invoice Status = Not Relevant
3. Create Contract in C4C
a. Steps: 1. Create Contract in C4C
i. Create Contract in C4C and Transfer and Save. a. Steps:
ii. Contract is Replicated to ECC.
i. Create Contract in C4C and Transfer and Save.
iii. Answer is coming back from ECC
ii. Contract is Replicated to ECC.
b. ECC Status visible in C4C: iii. Answer is coming back from ECC
i. ECC Status = Open b. ECC Status visible in C4C:
ii. ECC Reference Status = Not Started
i. ECC Status = Open
iii. ECC Invoice Status = Not Started
ii. ECC Reference Status = Not Started
iii. ECC Invoice Status = Not Relevant

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 68

Integration with SAP S/4HANA or ERP
Warranties
What’s new in 2008 for Warranties

Key Innovations Additional Enhancements

▪ Enable usage of S/4HANA and ▪ Enhance C4C Warranty by S/4HANA and
ERP "External Warranty" for ERP Warranty and system ID
Warranty determination in C4C
work ticket. ▪ Consider in C4C advanced search the
associated S/4HANA and ERP Warranties

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 70

 Warranties: S/4HANA and ERP Warranty Determination in C4C Ticketing #1
Key Capabilities
➢ Consider ERP Warranties in C4C
ticketing process
➢ ´You can now view the ERP Warranty associated
to the SAP Cloud for Customer Warranty in its
master data
➢ You can now clearly identify [and correct] missing
warranty claims in a customer ticketing process
with a Registered Product due to missing mapping
between its ERP Warranty and a SAP Cloud for
Customer warranty

Business Benefits
➢ Enable warranty determination in C4C
ticketing also for replicated ERP equipment
with external warranties in order to
safeguard and merger customer claims from
external ERP and C4C.
Set up Details
➢ Select in Work Center Administrator … ID
mapping for Integration, then Edit ID
Mapping for Integration to associate C4C
warranties with suitable external ERP
warranties.
➢ Select in Work Center Business
Customer Influence: https://influence.sap.com/sap/ino/#idea/213886 Configuration … Overview to assign
appropriate message severity for use
© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC cases when no C4C warranty was found 71
for an external warranty.
 Warranties: S/4HANA and ERP Warranty Determination in C4C Ticketing #2
Key Capabilities
➢ Enhance C4C Warranty by ERP
warranty and system ID

Business Benefits
➢ Better usability as relationship between ERP
and its associated C4C warranty can now
clearly be identified

Set up Details
➢ Add hidden ERP External ID and External
System ID via Adaptation mode

Customer Influence: https://influence.sap.com/sap/ino/#idea/213886

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 72
 Warranties: S/4HANA and ERP Warranty Determination in C4C Ticketing #3
Key Capabilities
➢ Consider in C4C advanced search
the associated ERP warranties

Business Benefits
➢ Better usability as missing mapping between
existing C4C warranty and ERP warranties
can now clearly be identified .

Set up Details
➢ Add hidden ERP External ID and External
System ID via Adaptation mode.

Customer Influence: https://influence.sap.com/sap/ino/#idea/213886

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 73
Integration with
SAP S/4HANA Cloud
SAP Cloud for Customer Integration with SAP ERP

FEATURES BUSINESS BENEFITS

▪ Create SAP Cloud for Customer opportunities and ▪ Provide sales professionals real-time access to
quotes leveraging SAP S/4HANA Cloud master data information stored in your back-end system like
▪ Create or change accounts and contacts in SAP pricing.
Cloud for Customer, which are replicated to the SAP ▪ Reduce TCO by seamless orchestration of the E2E
S/4HANA Cloud opportunity from prospect to payment.
▪ Request prices from SAP S/4HANA within the SAP
Cloud for Customer opportunity and SAP Cloud for
Customer quote management process
▪ Create sales orders in SAP S/4HANA Cloud as
follow-up document from either SAP Cloud for
Customer opportunity or SAP Cloud for Customer
quote
▪ Manage sales orders in SAP S/4HANA Cloud UI via
UI mashup from SAP Cloud for Customer
© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 75
SAP Cloud for Customer Integration with SAP S/4HANA Cloud
Master Data View

SAP Cloud for Customer

Currency Registered
Pricing Product Sales Org Account Contact Sales Org
conv. rates Product

Currency Equipment/
Pricing Material Sales Org Account Contact Sales Org
conv. rates Funct. Location

SAP S/4HANA Cloud

SAP API Hub

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 76

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

SAP Cloud for Customer

Opportunity
Online
Pricing for
net value Sales
Online
Quote
Pricing with
ATP & Credit
Limit Check

Sales
Pricing
Order*

SAP S/4HANA Cloud

*Read of document flow Flow planned

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 77

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

SAP Cloud for Customer

E-MAIL
PHONE WEB

Ticket Header
Create follow-up Business
Transaction Document

Service Order
Header

SAP S/4HANA Cloud

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 78

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

FEATURES BUSINESS BENEFITS

▪ Synchronize customer data from SAP ▪ Fully integrated solution for

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

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 80

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

Account Ticket Quote** Ticket Account

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

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

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

SAP Commerce / SAP Commerce Cloud

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC *ASM: SAP Commerce Cloud Assisted Service Module *Available with SAP Commerce 6.6 81
Data Integration Concepts between C4C and SAP Commerce Cloud
SAP Cloud for Customer SAP Cloud for Customer

Individual Focus on B2C customers Corporate Focus on B2B customers

Customer Account
ERP not in place ERP in place

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

Customer Customer Customer

Variant A: SAP Commerce is leading system Variant B: ERP is the leading system
 In this scenario SAP ERP is not used  Customer uses SAP Commerce & SAP ERP
 Customer master data is owned by SAP Commerce  ERP exchanges master data with C4C & SAP
and gets replicated to C4C via Commerce Data Hub Commerce via existing integration scenarios
 Other data like product master or catalog information  Data Hub is used as middleware for SAP Commerce
are not synchronized to C4C  CPI / PI is used as middleware for C4C
 ERP IDs uniquely identifies customers
across all three systems.
© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 82
Sales Quote: Support “Request For Quote” Scenario (1)

The business option is relevant if you

would like to enable a Request for
Quote scenario from an external web
shop to your cloud solution.

The configuration adds a new process

variant called RFQ (Request for
Quote) to the fine-tuning table of the
sales quote’s document types.

Select scoping question under

business package Communication and
Information Exchange -> Integration
with External Applications and
Solutions -> Integration into Sales,
Service, and Marketing Processes.
Tick under Sales Quotes question “Do
you want to exchange sales quotes
with an external web shop application
to your cloud solution?”

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 83

Sales Quote: Support “Request For Quote” Scenario (2)

Indicator for quote requests from

external sources, such as an e-
Sales quotes containing document
commerce solution.
types with an ‘RFQ’ indicator can
originate from a request for quote from
a web channel source.
The quote can be processed with
external or internal pricing and will sent
back to the external system using the
action “Create External Follow-up
Document”.

Sales Quote note “Notes from

Customer” can be used to receive an
exchange free text with the customer.

Select fine-tuning activity: Sales

Quotes -> Document Type: Check flag
in RFQ column.

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 84

Navigation Options between C4C and SAP Commerce Cloud

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

 From Contacts:

 From document flow / shopping cart reference:

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 85

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

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

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 86

E-Mail Notification for Tickets / How-To Setup

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

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 87

Implementation Best Practices
SAP Cloud for Customer – SAP Commerce Cloud

LINK LINK

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 88

Integration with
SAP Marketing Cloud
Lead- and Account-Based Marketing
High-Level Process Flow

Generate Nurture Transfer & Analyze &

Identify
Demand Leads Collaborate Optimize

Focus on the right Automate dynamic Transfer qualified Measure, attribute

accounts and contacts. nurture strategies leads and trigger and optimize your
Design and execute across the entire sales alerts to marketing contribution.
multichannel buying journey. coordinate
campaigns to drive Align your and prioritize sales
customer engagement conversation to the engagement.
and to generate leads. right lead & lifecycle
stage.

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 90

 SAP Cloud for Customer – SAP Marketing Cloud Integration

SAP Cloud for Customer

Campaign Corporate Contact Individual Marketing Marketing

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

SAP Cloud
Platform
Factsheet Display
Integration

Interaction: Interaction: Interaction: Interaction: Corporate Marketing Attribute

Contact Consumer
Activity Lead Opportunity Ticket Account Permissions Category

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

SAP Marketing Cloud / SAP Marketing

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 91

Lead- and Account-Based Marketing – Sales Integration
Key Capabilities
➢ Business Partner Integration
➢ Integrated Marketing/Sales collaboration lead
nurturing process.
➢ Integration of Business Partners, Leads,
Activities and Opportunities.

Business Benefits
➢ Close collaboration between Marketing and
Sales LoB.
➢ Handover of pre-qualified leads from Marketing
to Sales
➢ Focused automated Demand Generation
integrated to Sales

Set up Details

➢ Integration packages on https://api.sap.com/

➢ SAP Cloud for Customer Integration with
SAP Marketing
➢ SAP Cloud Platform Master Data for
Business Partner Integration with SAP
Marketing Cloud
© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC ➢ Integration Guide 92
Marketing Driven Lead Management – Sales Enablement
Key Capabilities

➢ Sales Activities
➢ Use campaign automation to trigger the creation of
activities of the type appointment, phone call and task
in Sales System
➢ Replicate activities of type appointment, phone call,
task and visit from Sales System
➢ Create corresponding interactions to document the
activity for each contact and to make them available
in segmentation
➢ Sales Insights on Marketing Campaigns and Marketing
Permissions

More Information
Product Documentation:
Marketing-Driven Sales
Enablement (Business Scenario)
Marketing-Driven Sales
Enablement (Features)

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 93

Prepackaged Integration: Capability to connect several SAP C4C systems to
SAP Marketing Cloud Key Capabilities
CPI ➢ Set up multiple communication arrangements for
different C4C systems.
➢ Use the enhanced BAdI to determine the right
Business C4C system. e.g. during lead creation.
Partner ➢ Enable easy navigation from contact profile to the
Cloud for Customer iFlows
business transactions, like leads or service
(System A) tickets, of the corresponding C4C systems.

Business
Document
Business Benefits
iFlows
➢ Enable Marketing Departments to use SAP
Marketing Cloud in different business areas
and/or markets, when using multiple SAP Cloud
for Customer systems.
Marketing Cloud Set up Details
Lead
Creation
from
Cloud for Customer Marketing ➢ Create a Communication arrangement for each
(System B) iFlow C4C system for SAP_COM_0017
➢ Implement logic to send leads to destination
C4C system in Badi
➢ Configure Origin IDs for C4C Systems and SMC
Inbound Communication arrangements

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 95

Implementation Best Practices
SAP Cloud for Customer – SAP Marketing Cloud

https://help.sap.com/cloud4customer
https://help.sap.com/viewer/dae01e0792bb41c8b9da3731d3a8b86a/1905/en-US/fc8566f0271d4c3084dfa1894fe9a57b.html
https://rapid.sap.com/bp/BP_CLD_MKT
https://api.sap.com, https://api.sap.com/shell/integration
http://scn.sap.com/community/rds-hybris/blog/2016/07/15/how-to-extend-your-marketing-solution-in-an-
integrated-sap-hybris-cloud-for-customer-scenario
© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 96
Integration with
SAP CPQ
SAP CPQ Embedded and Integrated with C4C
Integration for B2B Sales with SAP Sales Cloud Order Fulfilment in SAP | Process View
Create Quote header in C4C related to Read-only C4C Read-only C4C Read-only C4C
Opportunity, Account, Activity, or from Quote Quote Quote
scratch
To view CPQ Quote
SAP C4C use standard C4C
search and hyperlink
navigation that leads
(optional: add items to CPQ mashup
to C4C Quote)

Open CPQ Mash-up Read C4C Sales

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

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

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

Configuration and
Pricing Service
© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 98
Integration of SAP CPQ (Configure Price Quote)
SAP CPQ was formerly CallidusCloud CPQ
You can create a new SAP CPQ
Quote from anywhere in SAP Cloud
for Customer (C4C), such as an
Account, Activity, Ticket, or
Opportunity.

▪ The C4C quote quick create

window opens via Save and Open
the SAP CPQ solution.

▪ You can directly launch SAP CPQ

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

▪ Current limitations :
https://launchpad.support.sap.com/#/no
tes/2787253

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 99

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

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 100
Integration of SAP CPQ (Configure Price Quote)
Configuration Settings

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

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 101
Integration with
SAP Field Service Management
SAP Cloud for Customer – SAP Field Service Management Integration
Master Data
SAP Cloud for Customer

Product
Product Category Employee

Account Registered
Employee Contact
Product/Functional Skill
Location Org. Unit

SAP FSM

Item Item Group People

Business People Contact

Partner Equipment Skill
Region

 Real-time unidirectional integration of master data from C4C to FSM for Account, Product, Employee ,Registered Product, installation point etc.
 Bidirectional integration of master data: Contact, when a replicated contact is deleted from FSM, the contact to account relationship is deleted in
C4C
 Registered Product Attachment is also replicated from C4C to FSM
 Skill associated with Account, Employee, Product, Product Category and Registered Product is also replicated

The replicated functional location does not have serial ID and referenced Item in FSM, functional location cannot be manually created/activated
from FSM UI
© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 103
SAP Cloud for Customer – SAP Field Service Management Integration
Transactional Scenarios

SAP C4C CPI SAP FSM

MAINTENANCE PHONE E-MAIL Social
WEB
PLAN NOW

CONTRACT TICKET (*) SERVICE CALL

PLANNED
ACTIVITIES
ITEM SERVICES
PLANNED RESERVED
PARTS MATERIAL T&M
JOURNAL
ACTUAL ITEMS SUMMARY

ATTACHMENTS SMARTFORMS
(CHECKLIST)

SMARTFORMS
MASTER DATA MASTER DATA STOCK

CPI / PI
MASTER DATA CONTRACT INTERNAL ORDER STOCK

BILLING REQUEST

GOODS
MOVEMENT

CATS

SAP ECC & SAP S/4HANA OP ADV SHIPMENT

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 104
(*) Leading Service Object Standard Interface available now Actuals related to reserved material
Important Notice for FSM Integration

▪ Update iflows to the latest version for each release.

▪ Extend the standard iflows provided for the integrating SAP Service Cloud and SAP Field
Service Management without copying the main iflow.

For details, check the integration guide.

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 105
Integration with
Qualtrics
 Qualtrics Integration

Key Innovations

Closed Service Ticket – Send a customer satisfaction survey based upon Service ticket closure.

Closed loop feedback based on certain Qualtrics responses and/or conditions enabling creation of a
Service ticket in Service Cloud.

General response mapping allowing easy integration to SAP Service and Sales Cloud from within the
Qualtrics Actions Platform.

Web2Lead - Drive Lead Management in Sales Cloud by interacting with prospects via Qualtrics survey/
webform. Example: Registration pages for Webinars, Whitepapers, Interest in new product, contact us
form.
Web to Lead feature allows you to insert information from your Qualtrics survey into the lead object of
SAP Sales Cloud. Conditions along with advanced logic will be used to identify which respondents will
create a lead and which ones will not.

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 107
Closed Service Ticket – Satisfaction Survey Key Capabilities

Send a Qualtrics closed ticket

satisfaction survey from Service
Cloud
➢ Ability to configure a feedback survey to
be sent out based on the different
milestones of the Ticket Processing.
➢ Feedback response scores can be viewed
from inside the Ticket.

Business Benefits
➢ Increase customer satisfaction by collecting post
service ticket feedback.
➢ Utilize information to improve processes

Set up Details
➢ Workflow rule is defined on the Ticket object to
send out the Survey to the customer via E-mail,
based on different conditions.

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 108
Closed loop - Service Ticket Creation Key Capabilities
Automate Service ticket creation within
Service Cloud using the Qualtrics Actions
Platform SAP plugin
➢ Use the Qualtrics Actions framework to integrate
to SAP Service Cloud in a few clicks in the
Qualtrics UI
➢ Automate Service ticket creation based
off feedback response when certain conditions
are met in Qualtrics

Business Benefits
➢ Automate Service ticket creation to act quickly
when certain criteria is received
➢ Reduce Churn by responding to customer issues
derived from feedback

Set up Details
➢ Installation of the SAP plugin from the Qualtrics
marketplace
➢ Installation of the iflow

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 109
General Response Mapping Key Capabilities
Easily integrate
SAP Cloud for Customer within the
Qualtrics Actions Platform
➢ Use the Qualtrics Actions framework to integrate
to SAP Service or Sales Cloud in a few clicks in
the Qualtrics UI
➢ Choose which SAP objects to integrate

Business Benefits
➢ Automate business processes and actionable
items to act quickly when
certain criteria is received
➢ Freedom to integrate to any SAP Service Cloud
and/or Sales cloud object.

Set up Details

➢ Installation of the SAP plugin from the Qualtrics

marketplace
➢ Configuration of the Odata. Utilizing, if
necessary, the Qualtrics plugin example
configuration

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 110
General Response Mapping – Update existing data Key Capabilities
Easily integrate
SAP Service and Sales Cloud within the
Qualtrics Actions Platform
➢ Use the Qualtrics Actions framework to integrate
to SAP Service or Sales Cloud in a few clicks in
the Qualtrics UI
➢ Choose which SAP objects to write to
➢ Supports creating new data and updating existing
data

Business Benefits
➢ Automate business processes and actionable
items to act quickly when
certain feedback criteria is received

Set up Details

➢ Installation of the SAP plugin from the Qualtrics

marketplace
➢ Configuration of the Odata for the object
utilizing (if necessary) the Qualtrics plugin
example configuration.
➢ Define a KEY to be used as the unique identifier
for updating existing data.
https://help.sap.com/viewer/d93f1ae9ef98482b8cba
© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 3d601943efdc/CLOUD/en- 111
US/3f32950432af4ff3a0921291db131095.html
Web2Lead Key Capabilities
Easily integrate
Qualtrics Actions Platform with SAP
Sales Cloud
➢ Use the Qualtrics Actions framework to create a
new lead in SAP Sales Cloud in a few clicks in
the Qualtrics UI

Business Benefits

➢ Automate lead creation based on prospect

initiative.
➢ Drive Lead Management in Sales Cloud by
interacting with prospects via Qualtrics survey/
webform..

Set up Details

➢ Installation of the SAP plugin from the Qualtrics

marketplace
➢ Installation of the iflow
➢ Set up integration in Qualtrics using the action
framework.
© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 112
Integration with
SAP CRM
SAP Cloud for Customer Integration with SAP CRM

FEATURES BUSINESS BENEFITS

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

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 114
 Integration with SAP CRM (Master Data Integration)

SAP Cloud for Customer

Business Sales Org Social Media

Product Accounts
Configuration Hierarchy Profiles

Product Marketing Account

Employees Territories
Category Attributes Hierarchy

SAP CRM

Business Sales Org Business Social Media

Product
Configuration Hierarchy Partner Profiles

Employees Product Marketing Account

Territories
Category Attributes Hierarchy (BP
Relationships)

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Integration with SAP CRM (Transactional Scenarios)

SAP Cloud for Customer

Campaign
Lead Ticket
Header

Activities Promotion Opportunity Sales Quote

SAP CRM

Campaign Lead Ticket Delivery

Sales Customer
Activity Promotion Opportunity Pricing
Order Invoice

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CRM Prerequisites to Leverage Prepackaged Integration

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

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

✓Latest Support Package of BBPCRM

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

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Integration with
SAP Business Warehouse (BI),
SAP Integrated Business Planning (IBP) and Account 360
Reporting Data Transfer to SAP Business Warehouse (Outbound)

SAP Cloud for Customer SAP BI/BW or External System

ODP Data Source for each MDAV

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

Master and Transactional

Data Store (DSO, Infocube)
Transformation & DTP

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*MDAV: Multi-Dimensional Analytical View
SAP Business Intelligence Mashup Example

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

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Reporting Data Transfer from SAP Business Warehouse (Inbound)

SAP Cloud for Customer SAP BI/BW or External System

HTML Mashup via https

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

Create Query and Web Template

HTML Mash-up

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

Transfer to DB Table

Custom Object / Extension

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

• Launch SAP ERP Customer

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

• You can launch SAP ERP Customer

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

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Launch S/4HANA Customer 360 App from C4C Account View
Key Business Benefits
• Call the S/4 HANA customer 360 app to get a complete
overview of the customer’s data in S/4HANA.
• For example, you can look at delivery, invoice data etc.
directly from the customer 360 application.
Description:
• With this app you get an overview of one specific customer
by reviewing aggregated sales data from the past and the
present (Documentation).
• Navigate to several apps such as Manage Sales
Quotations, Sales Orders, Sales Contracts, and Resolve
Sales Order Issue, and use the features of each respective
app
• Display the list critical documents like sales quotations, sales
orders, sales contracts and also create these transactions by
navigating to related apps
• You can also list and search for customer returns, credit
memos, debit memos, and billing document for this
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customer and navigate to the process flow. 123
Enrich Sales Planning with SAP Integrated Business Planning (IBP) integration

• In the integration scenario, opportunity quantities and

opportunity revenue based on aggregated opportunities and
(optionally) sales forecasts and targets are transferred to SAP
Integrated Business Planning.
• Both cloud-based applications are integrated using the OData
service in SAP Cloud Platform Integration (CPI Data Services).
• Get further details in SAP Note #2507762
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Integration with
SAP Master Data Governance (MDG)
SAP Cloud for Customer – SAP Master Data Governance (MDG) Integration

SAP Cloud for Customer

Business
Partner

SAP Master Data Governance*

Business * Supported Deployments:

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

 Packaged bi-directional Business Partner replication between SAP Cloud for Customer and SAP MDG
 In case a Business Partner cleansing and consolidation process is triggered in SAP MDG then a merge
case is created in SAP Cloud for Customer .
 SAP Cloud for Customer automatically marks the oldest record (based on creation date) as the golden
record and executes the merge process.
 Distribution of ID mapping from SAP MDG to SAP Cloud for Customer
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 Look and feel → Emmanuel

SAP Cloud for Customer – SAP Master Data Governance (MDG) Integration
Detailed Process View
1 Create new customer DEF Corp. in C4C
BP
BP1000,
1000,DEF
DEFCorp.,
Corp.,MDG
MDG5001
5001
BP
BP1000,
1001,
BPBP DEF
1001,ABCCorp.,
ABC
1000, Corp.,MDG
Corp.,
DEF MDG
MDG
Corp., 5001
5000
MDG5000
5001 BP 2000, ABC Corp. business with new customer can start at once
BP
BP1001,
BP1002,ABC
1002,
BP DEFCorp.,
DEF
1001, Corp.,
Corp.
ABC MDG
MDG
Corp., 5000
50015000
MDG BP 2001, DEF Corp.
2 Send customer to MDG via SOA Service
1
3 Start Consolidation. Match found against BP
Hybris C4C 7 ERP in MDG / C4C, merge data.
4 Activate data on MDG Hub, enhance Key
Mapping for existing customer resulting in two
5 6 6 5
mappings towards C4C.
2 BP 5000: ERP 2000
BP 5000:C4C
ERP1001
2000 5
Replicate customer data from MDG Hub to
BP 5001: ERP
C4C2001
1001 all connected client systems
BP 5000, ABC Corp. BP 5001:C4C
ERP1000
2001
BP 5001, DEF Corp. C4C
C4C1002
1000 Replicate key mapping to all client systems
6

MDG Hub 4 7 C4C detects duplicate customers, starts

3 local merge, deletes superfluous customer
Consolidation (only if not yet replicated to ERP), and asks
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MDG to adapt key mapping 127
SAP Cloud for Customer – SAP Master Data Governance (MDG) Integration
Removal Run for Obsolete Business Partner Records

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

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

SAP Cloud for Customer

Sales
Product Account Contact
Quote

SAP Business One (B1)

Business Sales
Item BP Contact Pricing
Partner Order

 Replication of SAP B1 items to products in C4C

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

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Integration Architecture

B1 Application Integration
Server Framework (B1i)
Integration
Package

Database
(SAP HANA or MS SQL)

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

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Download Integration Content and Integration Guide

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

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

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

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Integration Monitoring – Motivation and Benefits

✓ provides one central

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

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Integration Monitoring – Further Information

SAP Solution Manager (Focused Run)

• Integration & Cloud Monitoring
• Integration Scenario for C4C

SAP Cloud ALM

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

• Overview
• FAQ

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Integration with
SAP Cloud Platform Identity Authentication (IAS)
Prepackaged Integration: User/identity Integration with SAP IAS and SAP IDG
Key Capabilities
➢ Integration to SAP Identity Access
System (SAP IAS)
➢ Integration to 3rd party IDP
➢ Integration to IDG
➢ SSO

Business Benefits
➢ Less administrational effort by central
user/authorization and employee management
➢ User authorization/security compliance

Set up Details

➢ Configure SAP IPS

➢ Configure SAP CPI for SAP C4C – IPS
integration iFlows

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

SAP Cloud for Customer

▪ Cloud-based technology

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

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

▪ Graphical flows & mappings

▪ Centralized monitoring and

administration

▪ Pre-built adapters

▪ Community marketplace
SAP 3 rd Party 3 rd Party
On-Premise On-Premise Cloud Solutions
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SAP Cloud for Customer – Packaged Integration
Packaged Integration Content for SAP Cloud Platform Integration

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

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SAP Cloud Platform Integration Content (1/2)
Modification-free Extensions for Integration Flows (iFlows)

• Currently most customer-specific

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

• Upgrading of those iFlow to a newer

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

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SAP Cloud Platform Integration Content (2/2)
Modification-free Extensions for Integration Flows (iFlows)

• An increasing number of iFlows are planned to

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

• As SAP message mappings stay untouched,

this new approach allows smooth upgrades of
iFlows for customers.

• Modification-free iFlow models are planned to

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

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SAP Cloud Platform Integration, Data Services
Allows integration via files (e.g. XML, CSV) and database connectivity (SQL)

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

ERP

SAP Cloud

Integration
OnPrem Agent

Platform

Webservice
https Data Load
Databases SAP Cloud for
Customer
Files Extract

Customer environment SAP Cloud environment

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 SAP Cloud Platform Integration (CPI)
One platform for process and data integration

SAP Cloud Platform Integration Services (CPI)

… for Process Services … for Data Services

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

Primary Trigger Application Event Schedule

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

Unit of Data Exchange Single Business Objects Bulk-Data

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

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 SAP Cloud Platform Integration – Technical View

Eclipse User Interface Cloud for Customer Web User Interface

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

SAP Cloud Platform

Integration

Runtime & Repository

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

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OnPremise SAP/ 3rd party systems
Scenarios Delivered as SAP PI Content (ESR)

CRM ESR Content PI mapping (example)

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 Open API’s
C4C OData API supports integration and extension use-cases

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

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

Flexible $batch /$batch

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

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

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

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

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 Technical Connectivity: Reverse Proxy vs. SAP Cloud Connector
When you connect SAP Cloud for Customer (sender) to an on-premise system (receiver) you need to interconnect either a reverse proxy or an SAP HANA Cloud
Connector between the on-premise system and the middleware (SAP Cloud Platform Integration). To decide which option is the best one for your use case, refer to the
following table.
Advantages When Using Reverse Proxy Advantages When Using SAP Cloud Connector (SAP Cloud Platform)
Existing reverse proxy and demilitarized zone (DMZ) infrastructure can be reused No inbound ports pointing to the on-premise network need to be opened.
for cloud scenarios: No additional components need to be operated on-premise. Firewall and DMZ remain unchanged (for example, no additional IP white-listing).
Direct attacks (for example, DDOS) from the Internet are not possible.
IT-based, centralized approach with more re-use potential, independent of SAP De-central, simple solution that can be administered by LOBs and subsidiaries
Cloud Platform (SCP) or SAP Cloud Platform Integration infrastructure (CPI)
Usage for other cloud scenarios besides SAP Cloud Platform Integration Usage for other SCP-related scenarios, for example, extension apps, possible
connectivity of backends
Additional capabilities might be provided by the reverse proxy (load balancing, Synchronous native RFC-client call from SCP supported in addition (that means,
application gateway, rules, and so forth, depending on the used product). outside CPI)
Several reverse proxy instances per target landscape in one CPI tenant Propagation of cloud user identity to on-premise system is supported.
Monitoring and control included in the IT processes, tools and concepts. Monitoring and control native in SCP (for example, SAP HANA Cloud Cockpit,
User, Security)
Re-use of existing license, but separate license needed of a reverse proxy is not License comes with SAP Cloud Platform Integration Standard / Professional
used yet. Edition.
Third party support needed, except if the SAP Netweaver Web Dispatcher is SAP support in case of issues or feature requests.
used as reverse proxy.
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 Single Sign-On (SSO) for SAP Cloud for Customer (C4C)

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

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

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