SAP Cloud for Customer 1605 Integration Scenarios

Our 17 integration scenarios enable the integration of on-premise, cloud-based, and third-party solutions with SAP Cloud for Customer. Our integration technology makes low-cost, efficient and reliable integration easy. We offer the following types of integration:

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AreaScenarioShort DescriptionType
Email IntegrationMicrosoft Outlook™, Lotus Notes™Groupware integration such as Microsoft Outlook™ and Lotus Notes™ enables integration of calendar, contacts, etc. between Cloud and groupware solutions.Integration Enabler and Open API
IndustryInsuranceIntegration for insurance quotes using SAP FS-QUO (Camilion). Integration objects include Quick Quote, Quote and Policy.Prepackaged Integration
Utilities B2BIntegration for Utilities B2B scenario (Utility Quote, Business Agreement and IBASE with SAP CRM)Prepackaged Integration
MarketingSAP Hybris Marketing Integration with SAP Cloud for CustomerThe solution offers a predefined integration scenario for SAP Cloud for Customer with SAP Hybris Marketing.Prepackaged Integration
Master DataMaster Data Integration with SAP CRMUsing the predefined integration scenarios you can integrate master data between the cloud system (Cloud for Sales, Cloud for Service, Cloud for Social Engagement) with SAP CRM.Prepackaged Integration
Master Data Integration with SAP ERPPredefined integration scenarios to integrate master data between Cloud system (Cloud for Sales, Cloud for Service, Cloud for Social Engagement) with SAP ERP.Prepackaged Integration
SAP Jam IntegrationSAP Jam Integration with SAP Cloud for CustomerJam rooms are created by opportunity to enable transparent collaboration on the opportunities.Integration Enabler and Open API
SalesOpportunity Management with SAP CRMOpportunities created in both SAP Cloud for Customer and in SAP CRM are integrated with bi-directional updates between systems.Prepackaged Integration
Opportunity-to-Order Process Integration with SAP ERPOpportunities created in Cloud for Sales uses real-time pricing from SAP ERP and creates follow-on sales quote and sales order documents in SAP ERP.Prepackaged Integration
Quote-to-Order Process Integration with SAP CRMQuotes created in SAP Cloud for Customer uses real-time pricing along with providing ATP, free goods, and credit checks from SAP CRM.Prepackaged Integration
Quote-to-Order Process Integration with SAP ERPQuotes created in the Cloud for Sales use real-time pricing along with providing ATP, free goods and credit checks from SAP ERP.Prepackaged Integration
Real-Time Campaign and Lead Processing with SAP CRMWhen working in a hybrid CRM environment, this integration enables campaigns and quality leads created on-premise to be replicated to Cloud for Sales for further processing.Prepackaged Integration
Sales and ServiceActivity Management with SAP CRMWhen scheduling activities for an opportunity or account, the activities can be shared between the SAP Cloud for Customer and SAP CRM systems.Prepackaged Integration
SAP Hybris Commerce with SAP Cloud for CustomerThe solution offers a predefined integration scenario for SAP Cloud for Customer with SAP hybris Commerce system.Prepackaged Integration
Sales Order Integration with SAP ERPSales orders are replicated between SAP Cloud for Customer and SAP ERP, including recent order integration for Accounts.Prepackaged Integration
ServiceSAP ERP Billing Request from SAP Cloud for Service Work TicketEnables ERP invoicing from work ticket in SAP Cloud for Service.Prepackaged Integration
Service and SocialService Tickets with SAP CRMService tickets created in the cloud may require to be processed by an on premise service agent.Prepackaged Integration


Email Integration

Microsoft Outlook™, Lotus Notes™

Scenario
Groupware integration with SAP Cloud for Customer allows the sales representatives to easily link their appointments, e-mails, and tasks with their accounts in the SAP Cloud for Customer system, keeping the interactions with the customers up to date.

Business Value
Enables the use of e-mail and other groupware integration with SAP Cloud for Customer.

Availability
This scenario is available with release 1302 as Integration Enabler Integration Enabler and Open API.

Further Information
For further information see the SAP Cloud for Customer Administrators' and user guides.
Click here for further information.


Industry

Insurance

Scenario:
SAP FS-QUO is the default insurance engine for the Cloud for Customer Insurance solution. A bi-directional integration with SAP FS-QUO is defined for Quick Quotes, Quotes and Policies.

Business Value:
Integration allows insurance processes such as premium calculation, binding the quote and issuance of policy. The mashup screen ('Details' view for Quick Quote and Quote) in Cloud for Customer for Insurance captures all the FS-QUO relevant information.

Availability:
The scenarios are available with release 1405 as Prepackaged Integration.

Availability
This scenario is available with release 1502 as Prepackaged Integration Prepackaged Integration.

Further Information
You will find the description of the integration scenarios in the Integration Guide for SAP Cloud for Customer for Insurance.

Click here for further information.


Utilities B2B


Scenario:
A Customized Utility quote template ('Utilities Lean Quotation') and Service Product replication are supported for Utilities solution. This scenario enables the creation of a quote using Utilities service product. Bi-directional sync with CRM for Business Agreement, IBASE technical data and other individual master data replication is provided to complete the sales process.

Business Value
Sales Quote and Business Agreement processing between SAP Cloud for Customer for Utilities and SAP CRM ensures smooth integration of overall Utilities sales business process.

Availability:
This scenario is available with release 1405 as Prepackaged Integration.

Availability
This scenario is available with release 1502 as Prepackaged Integration Prepackaged Integration.

Further Information
Further information can be found in the Integration Guide for SAP Cloud for Customer for Utilities.

Click here for further information.


Marketing

SAP Hybris Marketing Integration with SAP Cloud for Customer

Scenario
You can create a campaign in Hybris Marketing, and execute the campaign in SAP Cloud for Customer. All leads are replicated between the two systems. The lead ID in SAP Cloud for Customer is sent to SAP Hybris Marketing system. Any status change to a lead in SAP Cloud for Customer is also replicated in Hybris Marketing.

You can also:
1) Replicate accounts, contacts, and individual customers from SAP Cloud for Customer to SAP Hybris Marketing
2) Perform an initial load of business partners from SAP Cloud for Customer to SAP Hybris Marketing
3) Replicate leads and opportunities from SAP Cloud for Customer as interactions in SAP Hybris Marketing

Business Value
This integration assures smooth transition between a robust marketing solution and a sales system. It provides efficient processing of the leads in the connected systems.

Availability
This scenario is available with release 1508 as Prepackaged Integration Prepackaged Integration.

Further Information
Further information on the integration setup can be found in the SAP help portal under SAP Cloud for Customer Integration Help.
Click here for further information.


Master Data

Master Data Integration with SAP CRM

Scenario
The solution offers predefined integration scenarios for SAP CRM integration of master data with the cloud system. The master data is shared with Cloud for Sales, Cloud for Service, and Social Engagement. Master data integration includes integration from SAP CRM to the cloud system for product category, employees, social media profiles, territories, sales organizational hierarchy, business roles, and business partner relationships to support account hierarchy. Master data integration also includes bi-directional integration of accounts, contacts, and marketing attribute information.

The bi-directional support of accounts and contacts means that new accounts and contacts created in SAP CRM are replicated to the cloud, and you have the option to replicate account and contact updates back to SAP CRM. You can select and replicate reasons for blocking an account, and also replicate channel partner for a business partner. Product/materials and product hierarchy are always sent uni-directionally from SAP CRM to the cloud system.

If you are connecting your cloud system with both SAP ERP and SAP CRM systems, then it is necessary to uniquely identify your master data. The accounts, contacts and products replicated from CRM to Cloud now contains the ERP IDs of these records. For example, the accounts and trade promotions are replicated from CRM to Cloud, but the sales orders are created against ERP. In such a case, the ERP IDs are used for communication between systems.

The storage, disclosure, and removal of personal data from the Cloud system is in accordance with statutory data protection laws to support data privacy.

You can now download and upload ID Mappings in Cloud. This is especially useful for customers who have implemented Cloud without backend systems, and later decide to integrate with ERP.

The prepackaged integration content is available for use with SAP NetWeaver Process Integration or SAP HANA Cloud Integration. The use of SAP NetWeaver Process Integration or SAP HANA Cloud Integration provides the additional flexibility to extend the integration either by updating the pre-delivered mappings or by adding extension fields.

Business Value
This integration scenario is prepackaged integration content, which means the mappings and transformations are provided for you. The integration assures integration of master data without the need for manual synchronization. The master data is entered in a source application and automatically replicated to the corresponding other applications.

Availability
This scenario is available with release 1311 as Prepackaged Integration Prepackaged Integration.

Further Information
You will find the description of the integration scenario in the SAP Cloud for Customer to SAP CRM integration guide on SAP Service Marketplace.
Click here for further information.


Master Data Integration with SAP ERP

Scenario
The standard master data integration also includes process integration, viewing of PDF documents from SAP ERP, as well as delivered mashups for key master data such as the SAP ERP Customer Cockpit.

The master data in the solution is shared with Cloud for Sales, Cloud for Service, and Social Engagement. Master data integration includes integration of currency conversion rates, employees, customer hierarchy, sales organization hierarchy, business roles, products, accounts and account hierarchy, contacts, functional locations, measuring point, measuring documents, equipments, and contracts and the associated attachments. You can also simulate prices in a contract. Price simulation now has sales office and sales group enabled. Field service now uses contract as a cost collector instead of an internal order. Bi-directional integration for accounts and contacts is supported. Integration for the other master data objects is unidirectional from ECC to Cloud.

The bi-directional support of accounts and contacts means that new accounts and contacts created in SAP ERP are replicated to the cloud, and you have the option to replicate account and contact updates back to SAP ERP. You can select and replicate reasons for blocking an order, delivery, billing or sales support for a customer. It is possible to replicate individual customers between ERP and Cloud, and the customer part numbers to Cloud. Product/materials are always sent from SAP ERP to SAP Cloud for Customer only.

The SAP ERP Customer Fact Sheet can be viewed as a PDF from the Cloud system. The SAP ERP Customer Cockpit is available as a mashup from SAP Cloud for Customer.

The storage, disclosure, and removal of personal data from SAP Cloud for Customer is in accordance with statutory data protection laws to support data privacy.

You can now download and upload ID Mappings in Cloud. This is especially useful for customers who have implemented Cloud without backend systems, and later decide to integrate with ERP.

The prepackaged integration content is available for use with SAP NetWeaver Process Integration or SAP HANA Cloud Integration. The use of SAP NetWeaver Process Integration or SAP HANA Cloud Integration provides the additional flexibility to extend the integration either by updating the pre-delivered mappings or by adding extension fields.

Business Value
This integration scenario is prepackaged integration content, which means the mappings and transformations are provided for you. Master data integration is assured without the need for manual synchronization. The master data is entered in a source application and automatically replicated to the corresponding other applications.

Availability
This scenario is available with release 1302 as Prepackaged Integration Prepackaged Integration.

Further Information
Additional description of the integration scenario is available in the SAP Service Marketplace.
Click here for further information.


SAP Jam Integration

SAP Jam Integration with SAP Cloud for Customer

Scenario
SAP Jam integration enables SAP Jam to be used for feed updates, as well as collaboration on opportunities, accounts, and products.

Business Value
Increase transparency by using Jam to collaborate on sales and service scenarios.

Availability
This scenario is available with release 1302 as Integration Enabler Integration Enabler and Open API.

Further Information
For further information see the SAP Cloud for Customer administrators' and users' guides.
Click here for further information.


Sales

Opportunity Management with SAP CRM

Scenario
As opportunities are created for accounts, related to leads or other objects, both the on-premise and cloud sales experts need to share information about the opportunity. The integration supports bi-directional updates to ensure both cloud and on-premise colleagues have all relevant information on opportunities.

Business Value
Collaborative opportunity management assures inside, outside, cloud, and on-premise sales and service teams have visibility to key opportunity information.

Availability
This scenario is available with release 1311 as Prepackaged Integration Prepackaged Integration.

Further Information
You will find the description of the integration scenario in the SAP Cloud for Customer to SAP CRM integration guide on SAP Service Marketplace.
Click here for further information.


Opportunity-to-Order Process Integration with SAP ERP

Scenario
This scenario is tightly coupled with SAP ERP to provide real-time pricing checks, quotation processing, sales order processing, and a review of relevant sales documents between Cloud for Sales and SAP ERP. When the opportunity is created in Cloud for Sales, products with specific quantities are added to the opportunities. When customer-specific pricing is defined in SAP ERP, this integration scenario enables a real-time pricing update to the opportunity with the customer-specific pricing in SAP ERP. Once the pricing is updated, a quote or sales order could be required on SAP ERP. This scenario supports the creation of inquiry documents or direct sales order, sales quote document. When using the inquiry process, the inquiry number is immediately sent back to the cloud and available in the cloud as a relevant sales document. Once the quote and sales order are created, that information is also available as relevant sales documents in the cloud. If the inquiry process is not used, and the sales documents are created directly in SAP ERP from the Cloud for Sales opportunity, the document header information from SAP ERP is available in the Opportunity in Cloud for Sales. The quote and/or sales order can be viewed as a pdf file from the cloud. Quote attachments from Cloud for Sales to ERP are now replicated. Also, the following information is now included in sales order: other party and billing status. Also, other order types are enabled in sales order replication. Additionally, the SAP ERP document flow can be viewed in the cloud system.

Business Value
Sales order processing between Cloud for Sales and SAP ERP assures smooth integration of the overall sales business process between the two solutions without manual efforts. It provides efficient processing for the sales representatives working in the Cloud for Sales and experts working on SAP ERP sales processes.

Availability
This scenario is available with release 1311 as Prepackaged Integration Prepackaged Integration.

Further Information
Further information can be found in the SAP Cloud for Customer to SAP ERP integration guide.
Click here for further information.


Quote-to-Order Process Integration with SAP CRM

Scenario
In Cloud for Sales, when a quote is created with products and the user requests pricing, the pricing details are sent after the order is simulated in the CRM system. All pricing details including conditions can be viewed in the Cloud for Sales Quote. Within Cloud for Sales, the customer discount can be adjusted and user can request for renewed pricing details. The order is simulated with the customer discount. The user can also create an External Follow-Up Document to trigger the sales order in CRM.
This scenario also supports ATP check (available-to-promise), free goods, and a credit check from SAP ERP. The ATP, free goods, and credit check are included in the external pricing call to SAP CRM.

Business Value
Quote to sales order processing between Cloud for Sales and SAP CRM assures smooth integration of the overall sales business process between the two solutions without manual efforts. It provides efficient processing for the sales representatives working in the Cloud for Sales and experts working on SAP CRM sales processes.

Availability
This scenario is available with release 1311 as Prepackaged Integration Prepackaged Integration.

Further Information
Further information can be found in the SAP CRM integration collateral.
Click here for further information.


Quote-to-Order Process Integration with SAP ERP

Scenario
In Cloud for Sales, when a quote is created with products and the user requests pricing, the pricing details are sent after the order is simulated in the ERP system. All pricing details including conditions can be viewed in the Cloud for Sales Quote. Within Cloud for Sales, the customer discount can be adjusted and user can request for renewed pricing details. The order is simulated with the customer discount. The user can also create an External Follow-Up Document to trigger the sales order in ERP.
This scenario also supports ATP check (available-to-promise), free goods, and a credit check from SAP ERP. The ATP, free goods, and credit check are included in the external pricing call to SAP ERP. Replication of attachments for quotes is unidirectional and for sales orders is bidirectional.

Additionally, the SAP ERP document flow can be viewed from the Quote in SAP Cloud for Customer.


Business Value
Quote to sales order processing between SAP Cloud for Sales and SAP ERP assures smooth integration of the overall sales business process between the two solutions without manual efforts. It provides efficient processing for the sales reps working in SAP Cloud for Sales and the SAP ERP sales processing and fulfillment experts.

Availability
This scenario is available with release 1311 as Prepackaged Integration Prepackaged Integration.

Further Information
Further information can be found in the SAP Cloud for Customer to SAP ERP integration guide.
Click here for further information.


Real-Time Campaign and Lead Processing with SAP CRM

Scenario
Campaigns created on-premise are replicated to the cloud and can be tied to leads and opportunities in the cloud system. Additionally, leads created on-premise are replicated to the cloud and collaboratively worked on between cloud and on-premise. This enables the cloud and SAP CRM on-premise experts to collaborate and update leads. Uni-directional integration of campaigns from SAP CRM on-premise to cloud and bi-directional updates of leads are supported.

Business Value
Enables sales experts working in SAP CRM on-premise to easily collaborate with cloud sales experts on campaigns and leads.

Availability
This scenario is available with release 1311 as Prepackaged Integration Prepackaged Integration.

Further Information
Further details on this integration can be found in the integration guide.
Click here for further information.


Sales and Service

Activity Management with SAP CRM

Scenario
Activities created in SAP Cloud for Customer include phone call, task, appointment, and e-mail. When an activity is created, there is bi-directional integration between cloud and on-premise. Campaign references are also enabled in activity replication. The CRM web UI saves an e-mail text as an SAP Office Document. Both the e-mail subject and e-mail body text is replicated into the e-mail activity. This enables the colleagues from different teams to gain visibility into all activities for a particular account and/or opportunity.

Business Value
Collaborative activity management assures inside, outside, cloud, and on-premise sales and service teams have visibility to all activities for a particular account and/or opportunity.

Availability
This scenario is available with release 1311 as Prepackaged Integration Prepackaged Integration.

Further Information
You will find the description of the integration scenario in the SAP Cloud for Customer to SAP CRM integration guide on SAP Service Marketplace.
Click here for further information.


SAP Hybris Commerce with SAP Cloud for Customer

Scenario
The integration enables organizations to go beyond CRM and combine their sales solution with the commerce solution from hybris, enabling sales agents to browse catalogs, configure products and create orders directly from within their CRM environment for true interactive selling.

Business Value
The SAP hybris Commerce integration with SAP Cloud for Customer (C4C) enables the largest enterprises to provide best-in-class service and sales support to their customers and assist them in the best way possible throughout their whole buying journey, regardless of channel or touchpoint.

Availability
This scenario is available with release 1511 as Prepackaged Integration Prepackaged Integration.

Further Information
Further information can be found in the SAP help portal under SAP Cloud for Customer Integration Help. You need to be a registered user on hybris wiki to access this information.

Click here for further information.


Sales Order Integration with SAP ERP

Scenario
Sales orders can be created in SAP Cloud for Customer. This includes header data, products, and list of involved parties. Pricing can be simulated from SAP ERP and the orders transferred to SAP ERP.
You can also transfer sales orders from SAP ERP to SAP Cloud for Customer, and these orders can be updated in Cloud. Various statuses of sales order, external reference ID, document type, list of involved parties, and products (including price and quantity) are copied to SAP Cloud for Customer.
SAP Cloud for Customer also includes recent orders integration. This integration provides the ability to display recent transactions from SAP ERP system with header level information. The header level data is persisted in SAP Cloud for Customer from SAP ERP.

Business Value
Sales order processing between SAP Cloud for Sales and SAP ERP assures smooth integration of the overall sales business process between the two solutions without manual efforts. It provides efficient processing for the sales reps working in SAP Cloud for Sales and the SAP ERP sales processing and fulfillment experts.

Availability
This scenario is available with release 1502 as Prepackaged Integration Prepackaged Integration.

Further Information
Additional description of the integration scenario is available in the SAP Service Marketplace.
Click here for further information.


Service

SAP ERP Billing Request from SAP Cloud for Service Work Ticket

Scenario
When creating a new service ticket, a work ticket is created for field service execution. While doing so, you can request external pricing from ERP to a work ticket in Cloud. On request for external pricing, you receive the complete pricing information including tax and gross and net values, product availability and credit status.
The service technician adds the products, efforts, and completes the work order. The work ticket is released to ERP. This triggers an internal order to provide automatic time entry for time spent on services, automatic deduction of materials/spare parts use for a ticket, as well as a billing request for invoicing. The SAP Cloud for Service work ticket is updated with the SAP ERP billing request ID. The customer invoice on SAP ERP is created from the billing request. Advanced shipments and returns can also be processed from the SAP Cloud for Service work ticket. For a work ticket created in Cloud, you can also receive information about the last confirmed delivery date and the total of all the confirmed quantities of advance shipment items.

Business Value
- Ensure field service is correctly invoiced
- Provide transparency with work tickets
- Lower risk and total cost of ownership than a custom solution

Availability
This scenario is available with release 1402 as Prepackaged Integration Prepackaged Integration.

Further Information
More information is in the SAP Cloud for Customer to SAP ERP integration guide.
Click here for further information.


Service and Social

Service Tickets with SAP CRM

Scenario
When service tickets are created in the cloud, either through a direct creation or via a social media channel, sometimes the service ticket needs to be replicated to SAP CRM to continue processing the ticket. Once replication occurs, the service agent on-premise works on the ticket, and upon completion, the ticket status is replicated back to the cloud.

Business Value
Enables the on-premise service colleagues to work all required service tickets, including those created via a social media channel that require their expertise

Availability
This scenario is available with release 1402 as Prepackaged Integration Prepackaged Integration.

Further Information
More information is in the SAP Cloud for Customer to SAP CRM integration guide.
Click here for further information.


This page was last updated on 2016-05-14.