Professional Documents
Culture Documents
C4C portfolio
- C4C works with industry tailored solutions and is enable by the following steps
o Scoping Questions
o Fine-tuning activities
o Setting up roles based on the needed sales or/and service roles and adding industry
specific work centers.
Subscription and tenants
- Maintenance schedule
- System availability
- Systems and tenant copies
- Contact details
- User subscriptions
- SAP Store
Resources where you can find information to guide you (full text p. 19- 23; read over)
- There are two UI frameworks for SAP Hybris Cloud for Customer: HTML5 and Fiori Client. The
default client is Fiori Client and all business user functions should be performed using that client.
The HTML5 client must be used to perform most of the configuration and setup covered in this
course.
- HTML5 is the industry standard for dynamic interfaces and maximizes device compatibility while
reducing the dependency on a third party.
- Filter Bar
o An area of the screen that appears above a list of items and contains filtering and search
tools.
- Action Bar
o A horizontal toolbar that appears on a list of items on the right side of the screen, above
the filter bar. The action bar contains a New button and an actions icon that contains
context-specific actions.
- Item
o An object in the system that contains information and can be opened (such as
opportunity, lead, and activity).
- Quick View (not shown)
o An abbreviated item summary that appears when you rest the cursor on a linked item.
The quick view allows limited editing functions
Incident handling 1
- Errors
- Incorrect or missing data
- System performance problems
Incident handling 2
Incident priorities
Lesson 1: Case study (!!! Will be used in the course + great overview of how the set up and scoping
works)
- Countries or localizations
- Business processes
- Integration implementation
Done prior kick-off of project
Needs to be done before fine tuning
Fine tuning:
- Tasks that must be completed during implementation
- It allows you to check and adjust predefined settings to meet the business requirements
- Fine tuning is based on your scoping decisions
- The activity list provides tasks that must be done during implementation
- Business configuration -> implementation projects -> Open Activity list
- Fine tuning -> helps to tailor solution and adjust predefined setting to meet the customer’s
requirements
- Enables you to define rules to manage distribution of work (ex. Tickets, leads,…) by
organizational unit.
- Has specific parameters for escalation tickets
- Defined by cust cat, cust country, product cat, ….
Lesson 2
- Gives overview of customer so that all employees can see collective info
- Integration with SAP CRM/ERP possible
- Customers -> Accounts/Contacts
o Accounts: organizations (or corporate accounts)
o Contacts: persons related to organizations
o Individual customers (or individual accounts)
Calendar view
Account hierarchy
Shows which accounts are linked to each other through a partner-child relationship
In CRM: can be used for organizational structure
Each ‘child’ can only have 1 parent account
Account team
Defines which team is responsible for the account
2 standard roles:
o Account team member
o Employee responsible – Sales
Empl respon – sales is same as the owner, and there can be only one employee responsible for
this role
Can be uploaded trough data migration
Custom role for account can defined in ‘party role definition’ in fine tuning
Relationships
Main relationships between accounts and between accounts/persons
Bidirectional types of relationships
o Has a reseller/is a reseller
o Has a distributor/ is distributor
Contextual reporting
Standard reports for accounts
o (Average) sales cycles
o Revenue trend
Can be added as mash-up
Account opportunities/leads
Can be created directly from the account view, defaulting most fields based on account
information
o To create new leads/opportunities
Social profiles
For individual customers
Social media
Account activities
Track all relevant activities for the account
o Appointments, tasks, phone calls, emails,…
Territory management
Assign accounts to territories
Adjust it to changing markets
Rule determination such as sales and leads
Marketing attributes
Via html5, social media, tablets, …
Only for SAP CRM/ERP
Lesson 1
Product entities
- Materials
- Services
- Entitlement product: right to use materials/services
- Warranty
- Individual product: unique identification (license plate)
- Product cat. Hierarchy
Product administration
Maintained in administrative UI
A product has following components
o Product cat.
o Product basic data
o Price and discount
Product category hierarchy
- Products must be assigned to a product cat.
- Product cat. Are assigned to a hierarchy
- To create and maintain cat.’s go to product work center -> product cat views
- New hierarchy: manually or via migration upload
- Existing: maintain prod. Cat.
- Create new cat. Via ‘actions’
- Maintain description and details via assignment allowed
Manage products
- Create and maintain products -> Products work center and products view
Registered products
- Assigned to a specific customer and has unique serial number
- In a ticket, the agent can identify the unique customer product, and the warranty/service
entitlements to this product
Competitor products
- Competitors -> competitor products
- Can be assigned to opportunities and surveys
- Can be uploaded with migration tool
- Authorization controls on competitor products
Price list
- Product work center – price lists view
- Create a price list
o Add validity
o Select products and add pricing
o Add scales if needed
Product list
- Select cross/up/down
- Based on product list: required products
- Assign CR/UP/DOWN
- Assign product list type to proposed product
- Cross selling: products can be added to sales document
- Down/up: required products replaced by proposed products
Company
marketing
sales org service org
org
Lesson 1 Ex13 Edit org structure How to delete what you added to org structure
Unit 6: Territory management
Lesson 1: Complex territory hierarchy structures
Use in C4C
Territory hierarchy
How to upload: Tabs ‘Upload Terr Hier, Upload Terr Team, Upload Terr Map’
Territory mapping
Delta upload with create/delete mapping
Open automatically when you choose the tab in C4C
Territory teams with roles
Different territory teams and their roles
Assign same person to multiple territories
Employee reassignment
Determine involved party of business document based on territory team role
Business configuration -> Implementation projects -> New -> Scoping step/Questions step -> review ->
confirmation
Change -> Business config. -> Impl. Projects -> Edit project scope -> ….
- When you have decided if you need terr. man, you can decide if you need:
o Single territory or multiple per account
o Scope system to realign runs and remove accounts that do not need territories
Territory assignment rules
Use account attributes to define rules and calculate terr. assign. On account
Standard attributes are supported by C4C
- If you don’t want to use rules you flag the territory to assign it to your account of choice.
o Remove it: Territory realignment run and calculation will happen
- Sequence of rules
- Download/upload rules from Excel
- Territory assignment
- Adapt columns to change fields used for rule definition
Sales -> Realignment runs -> New rule -> Select accounts -> Review rules -> Review Exceptions ->
Confirm/results
1. Select accounts: Realign all accounts or filter that you want to align (by country, region, …)
2. Review rules: Territory relationship is calculated based on a central condition table
a. First rule that meets criteria decides the territory. Make sure top rules are more specific
and defining.
3. Review exceptions: relationships can be uploaded using Excel
a. Review changes before you make them final or before they have following status
(Simulation started, Simulation finished, schedules, realignment execution
started/finished)
4. Results: Tool and rule will now allow you to realign accounts and territories
Access restrictions
- Unrestricted user: user can view and edit all records
- Restricted user: Can edit based on restriction rules
- Two employee hierarchies
o Org. Model
o Territory Hierarchy
Owner realignment
Business roles
Administrator -> Users -> Business roles -> New -> Business role -> Work center and view assignments
Config. Access rights for business roles and access restrictions on field and action level
Fine-tune role-specific access for fields and actions
Administrator -> Users -> Business roles -> New -> Business role -> Fields & Actions
Data migration
- Is necessary to avoid:
o Decreased productivity due to bad data and information
o Mishandling of open transactions impacting operations
- You can migrate data between storage types, formats or computer systems
Data workbench
- Import/export/update date from C4C
- CSV Files
- Possible to upload data from a legacy system, from a third party system and data that is
manually maintained in a CSV file into C4C
- CSV must be mapped to the fields in the system
- Template can be used to store mapping information
SAP Hybris Cloud for Customer Integration with SAP ERP – Transactional Scenario View
SAP ERP External Pricing for SAP Hybris Cloud of Customer Quote
- Integration with External Applications and Solutions -> Integration into Sales, Service, and
Marketing Processing -> Do you want to create follow-up documents for service requests from
your cloud solution to an external application?
- Service -> Work ticket -> Open the one you need -> Service and repair
Account 360
Block External Follow- up documents from prospects
SAP CRM
SAP CRM Integration – Master Data
1. Start with a functional view of the business processes. What needs to be integrated?
2. Understand that integration requires some configuration
3. Determine early in the project the amount of custom fields needed
4. Ensure the project team includes functional and integration resources
- Synchronize some info between email and SAP system (like leads and opp’s)
- Emails from outlook will be shown as response as a ticket
- Install yourself as customer as an add-in on your personal device
- Download -> add-in from solution and follow set up there
- SAP JAM
o Collaboration tools, groups, feeds…
o Groups associated with accounts, opportunities, products and tickets
- Integration SAP JAM:
o Decide mapping approach
o Set up technical connections
Workflow rules
1. Select object -> Choose timings -> define condition -> define action
Rule definition
p. 136- 143 -> Slides van het process om workflow aan te maken en mogelijke opties
Overview:
Admins can disable this: Adapt -> Company Settings -> Disable user personalization features
Extensibility
1. Add extension field -> Adapt -> Edit master layout -> add fields
2. Define ext. field properties
a. Mandatory or read only
b. Use in other fields like templates, data source reporting
c. Access field details -> field def.
3. Delete changes -> Adapt -> discard changes
Mashups
Mashup types
Language adaption
Admin -> general settings -> language adaptations
Or change terminology to your preference:
Ex: Individual customer -> patient
Ticket -> Inquiry
Page layout
Analytics Framework
- Integrated to support business processes
- Real time and no persistency in a separate business warehouse layer
- 3 types of analytics
o Standard reports
o Custom reports
o Interactive dashboard
- Config: Assign reports to business roles or not
- Config: See real data instead of test data when creating custom reports
Standard reports
- Delivered with the system
- View them using analysis tool -> using add-in for Excel or mobile
- Change view of report data through custom fields
Report list
- You can filter report lists by category, favorites… Mark them as favorites, open in Excel or Mobile
Analysis in web browser
- You can choose:
o View
o Choose selection
o Maintain selections
o Filters and change drill down
o Select charts, refresh data, zoom on charts, view charts and tables together
Microsoft add-ins
- More advanced analysis can be performed if a MS Excel workbook using SAP add-in
Custom reports
- Adapt from default system
- Join with other data sources
- Your own/delivered data
- Create own calc./metrics for comparison
KPI monitoring
- Home page and customer insight
- Easy to use in analysis
- Pattern for easy representation
- Customizable view
Interactive dashboard
- Provides the big picture of your data in real time
- Based on existing reports and provide:
o Analysis on iPad
o In-place interactivity and drilldown
o Set-up for browser
Interactive dashboard runtime
- Chart-to-chart interaction based on custom defined connections
- Drilldown mode for quick filter and analysis
- Quick view of transaction to enable productivity and actionability
Dashboard designer
- 6step guide to create and publish dashboard for browser/iPad
- Analysis in hmtl5
Mobile
- Native apps for:
o C4C iPad
o Customer insight iPad
o C4C iPhone
o C4C Android
o Hmtl5 can be accesses from browser on mobile devices like Android tablets
C4C for iPad
- Download add-in
- Connect to tenant url
- Log in with your business ID and PW
- Synch offline
- Group, rearrange and personalize tiles and navigate item details
Solution walkthrough
- Use relevant data so customer can relate
- Personalize screen to show the work centers they will use the most
- Make sure everything is configured
- Test before showing anything
o Never show what hasn’t been tested
Unit 15 Go-Live
Lesson 1: Typical activities
After Go-Live
- Customer key responsibilities
o Processing incidents
o Users with access authorizations
o Background jobs and communication with external systems
o Adapting solutions, scope and configuration settings
o Test upgrades
o Training new employees
Fine tuning changes
Change project creation
Solution profiles
How object can be moved (many not included in solution profile copy)