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tasks you will be faced with when implementing SAP Cloud for
Customer (C4C). It focuses specifically on SAP Cloud for
Customer integration capabilities, and answers key questions
frequently asked by clients.
Cloud SaaS solutions have been very popular over the last few years as they are faster
and cheaper to deploy than their on-premise equivalents. One drawback of these
departmental solutions (e.g. Sales, Customer service or HR) is the lack of out-of-the box
integration with on-premise backends, or other Cloud applications.
Customers realising that full business value can only come from an integrated end-to-
end process have been asking us various questions on the integration capabilities of
SAP Cloud for Customers. This document provides answers to the most frequent
questions.
These iFlows live on a Middleware or Enterprise Hub which can either be SAP PI or a
relatively new SAP Cloud product called SAP HANA Cloud Integration (HCI). SAP HCI
is a new holistic, cloud-based integration technology, with both process and data
integration capabilities on a multi-tenant cloud infrastructure. This technology supports
integration of SAP cloud applications to not only SAP, but other third-party
applications/data sources - both on-premise and Cloud as well. It is one of the
capabilities in the broader SAP HANA Cloud platform.
For example, I would want the ability to generate a sales quote or sales order in my
backend directly from a SAP C4C sales opportunity. Or I want to create a SAP C4C
customer complaint with relation to a backend sales order.
SAP pre-packaged iFlows will drastically reduce the integration TCO, as the illustrative
diagram below shows. Without this content, the integration cost is such that for example
most Salesforce customers I have come across have not spent the money building the
backend integration.
For those looking for additional information on each integration flow and its associated
benefits, please check out this very handy SAP document.
SAP Cloud Application studio SDK - If the available Web services are not
sufficient, you can use the SAP Cloud Applications Studio SDK to create a new Web
service. Access to this SDK and a development tenant will require additional license not
included in the SAP C4C license.
SAP provides out of the box integration with SAP Contact Centre (formerly BCM) and
open CTI APIs with other 3rd party CTI providers, such as Avaya and Cisco.
Can I integrate with Desktop groupware solutions like
Microsoft Outlook or Lotus Notes?
Yes. Both SAP Cloud for Sales and Cloud for Service provide integration with Microsoft
Outlook and Lotus Notes (with a lower level of integration for Lotus Notes). Integration
use cases provided cover Accounts, Contacts, Tasks, Appointments replication as well
as creating links with Leads, Opportunities and Tickets.
Microsoft Outlook integration supports Microsoft Outlook 2007, 2010, and 2013. IBM
Lotus Notes integration supports IBM Lotus Notes 8.5.x.
Check out this video for a nice demo of the Microsoft Outlook integration.
Data can also be loaded in SAP C4C (manually or via web service consumption) for the
sole purpose of reporting via the concept of Cloud Data Sources.
Finally, you can easily extract all data from SAP C4C into Excel spreadsheets.
2. Data transfer SAP C4C to SAP BW: data is transferred from C4C to SAP BI.
The data sources in Cloud for Customer are exposed via Operational Data Provider
(ODP) service that are consumed by SAP BI. For this scenario, the minimum supported
BI release is BW 7.3 SP5. Only full uploads (with selection criteria) are supported
I hope this blog post will help you in your SAP C4C endeavors. Please feel free to
highlight any questions that should be added to the FAQ.
When you integrate Cloud for Customer to the SAP back end, when an
opportunity is sold, can you create a contract (e.g. VA41) directly? A slideshow I
looked at said you can create a "sales order", which may be a VA01 document.
Also, can you create an opportunity with multiple items? (e.g. an editable grid
with material code, quantity, price, material group, etc).
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Thierry Crifasi a year ago
RE: Shalini nayk
Please refer to the C4C administration guide which provides a very detailed
guide on how to set this up.
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How do we integrate social media like facebook,twitter etc. with SAP Cloud for
Customer?
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Thierry Crifasi a year ago
RE: John Larvel
Yes it is possible. SAP provides iFlows for both ECC and CRM. For the majority of
objects (master data and transactions), you don't have a choice as the object
only exists in either CRM or ECC (e.g. CRM lead, CRM opportunity). The only
choice you have got is for product, employee, customer and contacts which you
can source from either systems.
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Steve a year ago
We are thinking of implementing HANA/BPC for our call centers and are trying to
figure out how to integrate our complicated kpi's. Our current partner does not
seem to have the necessary experience in implementation of HANA for specific
needs. Any suggestions? Thanks in advance.
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There is already a possible integration between Hybris and SAP C4C but I don't
know any specifics about it.
Regarding the integration with CMS systems or even Portals, it is also possible.
SAP provides pre-packaged self-service scenarios for an integration with SAP
HANA Cloud Portal.
SAP C4C data can also be exposed via oData services so I supposed that would
be the best way to integrate C4C data into a CMS system.
CMS data could also be served into C4C via mashup applications.
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Please read the short CTI integration guide on the service marketplace
@service.sap.com/cloud4customer.
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I was interested to know about CTI integration with Avaya system. I am aware
from C4C side what is needed, is there any prerequisite from Avaya (to get some
info on this)
Many thanks
Maddy
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I was interested to know about CTI integration with Avaya system. I am aware
from C4C side what is needed, is there any prerequisite from Avaya (to get some
info on this)
Many thanks
Maddy
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Jason Taylor a year ago
Great article on the solution and especially in regards to integration. As C4C
matures do you see a greater level of integration with other platforms in the
Web Experience Management? For example, integration to a CMS for content , a
PIM (I.e. Hybris). These are single sources of truth for content and product data.
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For some organisations, it could be they decide to replace some of their existing
CRM on premise-based processes with the C4C equivalent.
This is what "leveraging the Cloud" is all about: composing an End-to-End
business process architecture and deciding where business processes or sub-
processes should sit. The ability to leverage Cloud innovations will be a big
driver for C4C-based processes.
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Diego Zapata a year ago
Great post! in your opinion, do you see companies with on-premise crm
migrating to C4C in the near future? As an On-premise CRM consultant, should I
consider switching to C4C as it will have greater demand?
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