OpenSAP c4c1 Week 2 Transcript

7/17/2019 OpenSAP c4c1 Week 2 Transcript

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openSAPExperience SAP Cloud for Customer

Modul 2.4:

00:00:09 Hello and welcome to the second module of the Cloud for Customer Experience Workshop.We will look at the Service functionality right now.

00:00:17 And I´m Simon Dechent. I´m working in the Product Management of Cloud for Customer. Iwill jump into the role of a Service Manager right now, and afterwards you can also watchme as a Service Technician.

00:00:29 So the process I will look at is actually the Service Manager using his iPad to identify ticketswhich are very likely to escalate.

00:00:40 And this is one of our predictive use cases that we have in Cloud for Customer, which isonly possible because we build on top of an in-memory database, the SAP HANA database.

00:00:50 And this also makes us as a CRM vendor, cloud CRM vendor, the only cloud CRM vendorwhich can build on top of an in-memory database.

00:00:58 So we will now look at the chance of escalation for different tickets. And this is proactivelyillustrated for me as a Service Manager. So this is here on my iPad.

00:01:10 This is not only available for iPad, of course. We are completely device-agnostic. We canalso see this on an android device or on a Windows 8 device.

00:01:21 So we are clicking on the Chance of Escalation, the little tile which is in the upper leftcorner. And there we see a lot of tickets actually which are rated for what is their chance ofescalation.

00:01:35 And now let´s see if we can find a cluster in here. So we will press on these little two arrowsand we will look at the Product Category.

00:01:45 Is there a cluster visible? And as you can see there are some very high-rated tickets,00:01:51 and actually it´s all about one product. It´s all about the washing machine with the front

loader.

00:01:59 So let´s go for the ticket which is the highest one in escalation rate:

00:02:08 What we see here is some information on this ticket: What´s the priority? What´s theService Level Agreement? And also which team is working on this one?

00:02:18 But now it seems like something was happening which makes the chance of escalationeven higher than it was before.

00:02:28 There is a whole lot of information and e-mail exchange back and forth. But there is oneticket or one e-mail which just came in,

00:02:37 and probably this is the ticket or this is the e-mail why this ticket is now rated as higher in

chance of escalation. So when you see this there:00:02:48 We have a sentiment analysis which is really looking at the e-mails that are coming in, also

works with sentiment analysis from Facebook or Twitter interaction.

00:02:58 And here we can see that this person is writing in the e-mail: The whole floor is flooded.Please send someone to fix my leaky washing machine,

00:03:09 and no additional good recommendations; so really send someone to repair it. Alright, that’sa very negative sentiment what we see here,

00:03:20 and that´s the reason why this is rated as very high in chance of escalation. Now let´s lookat some details, the product which is relevant here, and also when did this person buy it.

00:03:33 The person who is the customer we are talking about here. Actually there is also an expertrecommendation,



00:03:40 and that is something which will come in Cloud for Customer in the 15.08 release this year.So when we click on this James Stamper, Assign to this ticket,

00:03:51 then proactively there will be a repair for James Stamper organized, a visit at that customer,which is actually in his calendar now.

00:04:02 But what we want to do now is also looking a little bit more in the interactions. Okay, thereare a lot of recommendations we gave that customer, but nothing helped.

00:04:11 So, I think this customer is now not really happy with us. So let´s press on this little pen inthe bottom corner

00:04:22 and really set this ticket to a higher priority. And that means also that the repair needs to bedone very quickly,

00:04:33 and it has a higher priority now also for James Stamper, our Service Technician. And youcan see me later as James Stamper, the Service Technician.

00:04:44 I will jump in that role. Make sure that you check that out. Thank you.



Modul 2.5:

00:00:09 Hello and welcome to module number 2 of the Cloud Experience Workshop. My name isSimon Dechent, and I´m working in the Product Management of Cloud for Customer.

00:00:18 And today I´m going to complete the session on the service interaction. Make sure that youwatched the Service Management video because now we are seeing the subsequentprocess of that one.

00:00:32 So the Service Manager has actually found a ticket which was very likely to escalate. Andnow this ticket was assigned to me as James Stamper. So I´m the Service Technician.

00:00:47 And now I really want to do the process of repairing the machine. So I´m going out to thecustomer now and I want to repair a washing machine which is leaking.

00:00:59 So I´m going to my calendar and then I´m getting the directions with some navigationalsystem. I´m looking at the details. So, what is the service location? What are the details ofthis ticket?

00:01:11 And then I try to repair the machine. Unfortunately Iâ€™m not able to do it because I havelack of knowledge here.

00:01:19 So I´m contacting a person who is a subject matter expert, and after I contacted that person

I can repair it with reporting back the actuals,00:01:31 so the parts and services I used for the repair. At the end I get the signature from the

customer and everyone is happy.

00:01:39 So now what we will do is, we jump to the mobile device. So I´m using the iPad right now. And what you see here is the My Calendar view.

00:01:50 So me as a Service Technician, now I´m jumping to the calendar. I see all my visits that Ihave to do today.

00:01:57 When I click on one of those tickets, I see there is this leaky front loader which I have torepair at that customer and I see some initial information here directly on the map.

00:02:09 So now I´m pressing on Get Directions. And right now I have to say this is some featurewhich we right now don´t have in the actual app,

00:02:19 but right now we have to do an app swap to do the Google Maps app. But going forward wewill also look at how to bring this really in Cloud for Customer, in the standard app.

00:02:29 So it´s little bit of roadmap sharing what I´m doing right now. Now I´m going to this very littleicon, Ticket Details, to see what it is about.

00:02:38 So, I'm going to this customer and now I really want to know: What is the service location?What is the priority that I have to repair it here? What is the work description?

00:02:50 And also I see some tasks and some surveys I need to fill out because I'm repairing acertain machine at the customer with a certain priority.

00:02:59 But first of all I'm going to check in, and now I see all the services and parts that the back-office actually told me: You probably need those things.

00:03:13 But I'm standing in front of the machine now, and I really don´t know how to repair itbecause of lack of knowledge. Or I have never repaired something; this was never broken in

the past.00:03:25 So I'm going to the Solution Finder. Here we have actually integrated with a standard

solution finder, which is the MindTouch.

00:03:36 MindTouch is a knowledge base which is integrated here. So let´s search for front loaderwhich is leaking.

00:03:46 And there I can see there is directly a knowledge article which I can find here from themobile device: How to Fix a Leaky Washer?

00:03:56 Let´s go to Guide Me to see how it´s possible to do it. So right now I can see here, in thisvisual enterprise visualization, I can see a recommendation.

00:04:07 Not very helpful: Have you tried plugging it off and on again. Very typical for us IT folks. Butnow I really want to know, how can we do it?



00:04:16 So I´m pressing on Next and here is a nice feature which can really help me. So there is aContact an Expert button.

00:04:22 And here I can contact Jessy Black directly with a native device feature. And that is actuallysomething which we are also building right now

00:04:33 and which will come in 15.08, in the August release of Cloud for Customer. Then we cancontact: Hey Jessy.

00:04:42 We can contact someone sitting in the back office as a subject matter expert who can helpme here to find out what really is broken on that machine.

00:04:49 That means I don´t need so much training all the time because I see some visuals and Ialso can contact an expert directly,

00:04:58 meaning I don´t have to get trainings on every machine, on everything which can break. Alright, now I know it could be that the drain pump is broken.

00:05:12 That was Jessy´s recommendation, so let´s go to Parts & Service area. And there is a littlepen on the right side where we can now add additional products.

00:05:22 And through the integration to ERP we can now also see what´s in our van stock. So, I caneven see do I have a drain pump in my van right now.

00:05:33 And yes, luckily, I do have a drain pump in my van. So let´s add this. So we are reallyreporting back the actuals right now, the actual parts and the actual services.

00:05:44 We need it to complete this visit. As a next step â€“ I mean we have implemented this, wehave repaired the machine,

00:05:52 and now it´s working and we just need one more thing. We need to checkout because weare done

00:05:59 and we need get the signature that our customer can sign off: Yes, you have been here.Yes, you have repaired the machine; everything works fine again.

00:06:08 So let´s check out. And now there is only one more thing. We click on this little icon hereand we say: Sign this.

00:06:17 So we are giving it again to the customer. It is a system of interaction, directly reportingback to the CRM system that we have done this repair now.

00:06:28 So with that I have done my repair, and the whole process was: A Service Manager was

identifying a service ticket which was very likely to escalate.00:06:40 He was proactively sending me as a Service Technician out to this customer to avoid

escalation for this ticket. So I was going there, had the Solution Finder to find what wasbroken here and how to repair it,

00:06:56 and then I was checking out, getting the signature and that was the process. I´m off to thenext one.

00:07:04 This was the Service scenario, and if there is any question, feel free to reach out to us. Youhave my contact.



Modul 3.1:

00:00:09 Hello and welcome to the third module of our Cloud for Customer Experience workshop. Myname is Simon Dechent. You have seen me in other clips like the Sales Manager and theSales Rep for the key account business.

00:00:22 Right now we also want to focus on some industry-specific capabilities. We have realizedthat, I mean like in the past, like in the last forty years,

00:00:32 we were always concentrating a lot on industry capabilities, right? Because in the consumerproducts world you will completely different

00:00:41 like with orders and visits and in the high tech world or in the IMNC world you work a lot withhigh-tech opportunities. What we want to do here is to illustrate what kind of a capability wework out for the different industries.

00:01:00 This will be an example, Retail Execution , we call our first industry-specific capability andmore are being added right now as we speak to our industry section of Cloud for Customer.

00:01:14 But let’s first focus on this one. What you see here is the process what Retail Execution isall about. And for which user is it?

00:01:23 At the end it’s for a merchandiser who is going to a retail store or to any other environment

where you can buy goods as an end consumer,00:01:32 that can be produced not only by consumer products companies but also by high-tech

companies in the OEM business. Or in the life science industry over-the-counter drugsbusiness,

00:01:44 or any other customer of ours or company that produces goods that can be sold and, ofcourse, purchased in a customer- facing environment.

00:01:55 This Retail Execution case is all about the perfect store. So me as an end consumer, whenI’m going to a retail store, I want to have the perfect experience there,

00:02:04 meaning all the products are perfectly aligned in the shelf and, so for me, when I come ineverything should be aligned perfectly.

00:02:13 The prices are well defined and I see the promotions correct and everything. That’s theperfect store experience. And that’s what the highest aim for this process is.

00:02:24 So a merchandiser is going to 8 to 15 different retail stores a day. That means, of course,he needs very fast planning and, of course, he also needs a lot of help from the back-office.

00:02:37 What to do in which store. What to analyze in there. Where do I track my information in thestore about the different products

00:02:46 and, of course, what you see here is that we support 2 different levels of planning. One isthe visit planning which is really the route planning that is highly sophisticated panning, a lotof visits in one single turn.

00:03:01 So, you could plan a whole route for the next three or four weeks, then distribute this wholeroute in the calendar of the merchandiser. That is also honoring the visiting hour, so when isthis shop open.

00:03:15 And this is also honoring the time when the merchandiser is working. So that is very highlysophisticated what we have here.

00:03:24 And going forward in the next releases we also plan to do some route optimization so thatyou really know which customer to visit first because of a different priority.

00:03:35 But what we also need to support because some of our customers have a different process,we are producing really the standard software, right?

00:03:43 So, we also have this field-level planning, meaning that a merchandiser can organize hiswork on his own because some of our customers they do it that way.

00:03:53 So, we support both. So, we are very flexible with our solution. Also what we support is, ofcourse, a 360 degree view of the customer,

00:04:03 of all the orderers, even information coming from the ERP side of the house. We see all of

that on our mobile device before entering the store



00:04:10 and because then we need to know everything about this customer, the past visits, theorders that have been claimed, and also maybe if an order is delayed, we need to know thatbefore we’re going to the shop.

00:04:24 Then there is this execution piece which means, of course, a lot of tasks can be assignedautomatically from the back-office, so that I know what to do in the store as a merchandiser.

00:04:36 And, of course, also some surveys, we capture information in those surveys. Informationabout the shelf, product audit, information about the marketing material that is available,

00:04:49 information also about the competitors that we have in that store, and the products, howthey position their products there. And all of this information we need to track, and what isvery critical here

00:05:00 and what we cover with Cloud for Customer Retail Execution is that we now can alsoanalyze those data that we gather in the store

00:05:09 and we can really make sense out of it. Meaning, for example: Is this product available?Yes, it is available. Okay, this gives me 20 points.

00:05:18 Is it not available? Okay, zero points. And that means at the end, you can analyze whichstore has been a perfect store experience. Perfect store would be 500 points in total.

00:05:29 And if you are very close to it like 450 points, that is pretty good. You might even reward this

shop or give some more discounts in the future.00:05:39 But what if there is only like 100 points? Then, of course, you also need to go there but then

you need to re-negotiate also the rebates but in a negative way.

00:05:51 And what is also very important that you directly track the orders in the store. So you takethe orders and then, of course, pull in all the products from the listing

00:06:03 and directly you can also see availabilities from the ERP world. We see the availability inour warehouses, ATP check, we have a credit check

00:06:13 and all of this we can leverage through Cloud for Customer, through a mobile interface, butwe leverage the processes in ERP. Deep integration even leveraging the whole pricingmodel which is already set up there.

00:06:27 All right, but let’s go a little bit through the process. First of all, I need to talk about one very

important customer.00:06:35 Nespresso, it’s one of our key customers in the Cloud for Customer space and we have

developed Cloud for Customer Retail Execution together in kind of a co- innovation modelwith Nespresso.

00:06:48 We were developing, getting some functional requirements from them, of course, alsotalking to others because we do standard software not only for Nespresso.

00:07:00 But at the end it’s a very nice case because they have been going live with Cloud forCustomer Retail Execution in just 4 weeks. And they did an integration into CRM and intoERP

00:07:13 which is very sophisticated real-time integration and they are very happy with it. They areusing it with a lot of users right now and even helped us convincing the mothership ofNestlé.

00:07:24 Not talking about users but there are massive deals out there where we can really seehappy customers, helping us to convince other customers

00:07:36 or maybe some combined customers that help convince each other because it’s a nicesolution. And let’s talk about the process a little bit.

00:07:45 So, for a merchandiser, some of them are also called Sales Rep, depends on our customer.The process is really, what we also will look at now, that we plan a very short visit,

00:07:58 then we go into the calendar, see all the different tasks and visits that we have to do today.Then we’re going to the preparation, look at this 360 degree view of the customer so with allthe orderers and so on, we can see this.

00:08:13 Then we go to the first store visit. This first store visit, we will make it very fast, because

every store visit needs to be fast. It‘s



00:08:23 It needs to be very fast and efficient. So what we will do is, we will check the store. So ingeneral, the overall store layout how it looks like

00:08:33 and then we can gather the points for marketing material which is available and so on, forexample. Then we will also look at the different products in the shelves, meaning we do aproduct audit.

00:08:49 At the end we will take an order and then quickly leave the shop after we got the signaturefrom the store manager. So. Let’s quickly plan such a visit, for that we will look at the iPad

now again.

00:09:02 What we see here is basically a map on the right side, and on the left site we see allcustomer step haven’t been visited for a while

00:09:10 There is some pre-defined query in the upper-left corner. Here we can have some otherqueries as well, like look at the REWE in Berlin query.

00:09:19 I want to see all my REWEs in Berlin. So we see all of them here on the map. We justselected REWE in the Invalidenstraße.

00:09:29 When we click on this little plus in the upper- right corner, there we can automatically plan avisit for now, meaning it’s very fast to plan this visit,

00:09:39 you press on done and automatically your visit is planned now. Now there are few steps thatwe need to do for this demonstration, we need to do it manually,

00:09:48 but later on for the merchandiser, that’s automatic business, right? Because the tasks thatwe will assign now here, there is a run in the background,

00:10:00 a background job, which runs every six minutes to assign them automatically. Someone inthe back-office is really saying, okay, we need to do this task like give a sales presentation,

00:10:13 when you visit that kind of a customer, based on a rules engine which could be. It is an A-customer with a store size of 50 qm and so on. So different criteria you can take.

00:10:26 We also need to do order taking in that store, we need to do all the perfect store activities inthe store and we also need to meet with the store manager. All right, so the tasks areassigned,

00:10:39 so that’s everything you do in the store, from showing a documentation on the latest yoghurt

recipe, to really taking the information on the different products in the shelf,00:10:52 in the matrix view. But there is also a survey part where we do the actual data gathering.

When we press on plus here, do a store check, do a competitor audit for that products andan audit for our products.

00:11:10 And those are the things that we need to assign, but just for this demo now, typically it’sassigned from back-office directly. So with that we jump quickly to the calendar view in thebottom-left corner,

00:11:24 there you see calendar, where we see all the visits that we have to do today Here is the onewe just planned for REWE in Invalidenstraße, but we also had done a view others which wecompleted already.

00:11:36 You see that when you look at the color coding. Color coding says, the one inEldenaerstraße has been done.

00:11:43 Yesterday, there was a visit which we didn’t align on solution approach. But for now let’s gointo this Visit REWE in the Invalidenstraße. That’s a visit we want to do now.

00:11:54 First of all, we check in. We click on check in. We gather the time stamp at that moment andwe also can gather the GPS stamp.

00:12:06 That is not necessary, I mean you can switch that off. That is just setting some check box.But for a lot of our customers, they want this, because some of them don’t trust theirmerchandisers,

00:12:18 some of them are actually doing it in front of the television in the evening. It’s a use case insome countries, in some businesses but, of course, we always have the choice to uncheck.



00:12:29 We don’t want to use this functionality. All right, so what we see here and when you look atthe blue - everything which is blue and that is the rule of some -

00:12:38 is clickable, so you see the account REWE Invalidenstreet, when we click on this, we cometo this 360 degree view of this customer

00:12:47 and we see everything from ERP data so where is the order right now, is there any delay indelivery and so on, also all the CRM data and other data.

00:12:58 If you want to bring in other data, you can also bring in other data, via measure up or viadata integration. That‘s also possible.

00:13:05 But now let’s go to the task side and I’m clicking on this little icon here which organizes it ina little better way. It’s more clean now, on the left side you have the tasks

00:13:19 and on the right side you see some kind of notes that the back-office gave me as - theywant to increase my productivity and make me aware of things

00:13:29 because I’m the merchandiser here and I go into a lot of stores and I cannot knoweverything. So from the back-office, they were saying, meet with the store manager

00:13:38 and make sure that you talk about the promotion of the new dairy products. And also showthe store manager, the new yoghurt recipe, because the last time he was requesting it.

00:13:51 And we also attached you, I click there rather quickly, the new yoghurt recipe. So this isattached and we can directly show it from the mobile device.

00:14:00 And that means really that you can have all the latest marketing material available, always,right? In the past a lot of our customers were telling us and complaining, this is a verymanual process with the documentation,

00:14:14 our merchandisers print them out every second week or maybe every second month andbut after 2 days we update those documents

00:14:25 and they still run around with those hard copies which are not the most accurate anymore.With that way you can always have all the merchandisers run around

00:14:36 with the latest and greatest marketing material which is very important here And this cannot

only be a PDF this one is PDF right now, but it can also be a movie file,00:14:47 it can be Word file, an Excel file, so can be every kind of a file what we attach here. All right,

that was the first task, then let’s go to the second.

00:14:56 Give a sales presentation and make sure that you carve out all the different shelters. Thatwe talk about that the new yogurt has less sugar

00:15:05 and it is super tasty and extra big, just as an example. Because then you can reduce reallythe amount of training that you give to all your merchandisers

00:15:16 and every new product could have new trainings. This reduces that amount. Then let’s go tothe surveys.

00:15:24 And here we will first of all look at the product related survey, a product audit. So the firstone, there we see on the left side that there is a lot of products.

00:15:35 Those products come from the actual listing in that specific store. So it’s a very automatedprocess of generating those.

00:15:42 Then we see it’s populated from last time. So all the answer I was giving last time, when Ivisited that store, I see those answers now. And, of course, the questions in the countspace,

00:15:55 all those questions are completely definable how you want it as a customer. The little reddot is indicating, this is a mandatory question that you need to answer.

00:16:05 And the ones without a red asterisk you don’t need to answer. Then what we have as a kindof productivity increasement is, when we click on that little icon here

00:16:18 and very often consumer products companies have more than one product category and, of

course, this stand in different positions. Right now, I am standing in front - I cannot walkhere to much



00:16:30 I am standing here in front of the beverages, so I’m selecting the beverages and I canquickly add all the information I need to add here.

00:16:38 How is the visibility of the products in a shelf and how many items are in the shelf? I canvery quickly answer those questions. It’s 50 available.

00:16:48 Now I am turning around, because here is my fridge, so I’m looking at my dairy productsand quickly also filtering for those products now.

00:16:59 So that is very fast and easy then to analyze those products in the shelf. All right, then let’s just for an example also look at this store check,

00:17:10 because that is not only for a matrix view, meaning for the different products, differentquestions, but this is for the whole store, like layout. Here again, it‘s populated from last time

00:17:20 and what do we see here, branding, we’re looking at the branding right now: Which of thefollowing branding materials are available in this store.That is the first question, which ismandatory.

00:17:32 You see that because it is indicated with red and every question what we are filling out hereit can again give points for this specific store.

00:17:39 The more marketing material available, you could have more points for that store, whichbrings you closer to the perfect store. And it can be very flexible, is the store layoutcomplaint? Yes, it is.

00:17:52 And what is very important, when you experience something unexpected in the store, likethe counter is shipped, and you need to send some pictures to the back-office,

00:18:03 then we have this picture, what you see here in the upper-right corner. You have this picturesymbol and then you can, of course, use the native device features of making pictures.

00:18:14 Let’s see if we have something nice here, yes, there is a nice cable. I make a picture of thatone. Typically, you would make a picture of the shelf, right, where the products are in orwhere the counter is shipped.

00:18:25 Okay, we did this picture, it is attached automatically here, you can see that and now we aresending this out this way.

00:18:32 But now, of course, we also want to see some promotions, right? We can see promotionscoming from CRM on premise as a native integration, for example, the TPM from CRM on

premise.

00:18:43 Or we can even create some additional promotions directly in Cloud for Customer. We arealso working on these open interfaces so that we can integrate to other promotionmanagement systems.

00:18:55 Then what we want to do now is actually doing some follow ups. So, we will leverage thesales quote now to generate an order in the ERP.

00:19:05 We are also supporting the order directly in C4C but let’s now leverage the sales quote. Andwhat you see here is also me as a merchandiser, I am typically a sales person, right?

00:19:16 But I still see that I can leverage the service tickets here. I can create a service ticket forsome Field Service Technician to repair a fridge, for example.

00:19:26 If I have some assets in the store, a fridge, it can be proactively dispatched so the ServiceTechnician to repair it. But now let‘s do a Sales Quote,

00:19:39 everything is copied in automatically, we press on Done, we are switching over to the salesquote object. And from here we will now directly jump to the products.

00:19:52 And we will look at the listings in this specific store and we look at what did we order lasttime when we have been in that store. It‘s again with the little plus

00:20:02 and we can look at the different listings, generic retail listing, I just named it. So I have allthe different products I have listed in that specific store.

00:20:13 But what we also can do is going to previous quotes. So, last time I have been in that store,how much did I order there?



00:20:20 Let’s select the one I did on the 10th of June. And now I also have all the quantities in here.So I even see how much did I order last time?

00:20:31 Now I can increase by pressing on this little plus or even press on the bigger field here anddirectly order 200 of this yoghurt because it was sold out last time.

00:20:44 Now I save this, and I get all the products copied in now and now it’s pretty similar, like wesaw it in the quote case as a Key Account Manager,

00:20:56 we have all this products in now here. The store manager wants to see a preview. And afterseeing the preview which is generated now directly from the CRM

00:21:05 with the pictures and everything in, quantities, overall prices, he also wants to see now, hedirectly wants to sign

00:21:15 because he wants to get the order distributed as fast as possible. So we add thisattachment which is a signature

00:21:27 and then we go to the preview again and then we actually see at the end of this preview, wesee the very same signature that we just captured.

00:21:38 All right, so the store manager wants to have this, so I am sending it out via some nativedevice features, he wants to have his sales quote

00:21:48 All right, after this I am now submitting the sales quote. Now the sales quote is going to ERPand we already leveraged all the pricing from there

00:21:59 so we did a pricing call, we did an ATP call, we did actually see all the information fromECC, natively integrated, and now we are done with the sales quote and just send it over toERP.

00:22:12 Now the sales order is generated. Now we press on this go back to Visit and we check outbecause now we’re done with our visit.

00:22:25 So, now the follow-up is attached here which is the quote and we just do one more thing, ofcourse, by checking out,

00:22:34 we did again track the GPS stamp and also the time stamp. Now we just do a summarygeneration which a lot of our customers are using.

00:22:46 This is very important in that case and this is automatically attached now to the attachmentspace and it’s called Summary.

00:22:56 Now we see all the information that we were giving, like the notes if I experience somethingunexpected which is, who are the attendees here. The surveys are completed with even thesurvey information,

00:23:09 so which information did I fill out in the surveys. Which checks did I do, which task did Iperform

00:23:17 and also that I took an order at the end. All right, and this is attached to the visit and sendback to the back-office. So it‘s now directly in CRM.

00:23:27 Now I am jumping back to the calendar and we see that the color coding has changed, we

completed a visit very fast, much faster than expected.

00:23:36 It was expected for one hour, or for half an hour, we did it faster and the cream color codingis also attached here.

00:23:45 So that was very quick in a nut shell, how this Retail Execution works and now themerchandiser is going to the next store directly because he needs to visit a lot of them.

00:23:56 Okay, with that I would like to finish this one session, this module on the industries but thiswas only one industry, we have a lot of different industry-specific capabilities,

00:24:08 just reach out to us, we can tell you what industry-specific capabilities we all have and whatwe are building on right now. Okay then, thank you all for listening. Goodbye.

00:00:09 Hello and welcome to the third module of our Cloud for Customer Experience workshop. My

name is Simon Dechent. You have seen me in other clips like the Sales Manager and theSales Rep for the key account business.



Modul 4.1:

00:00:10 Hello and welcome to module number 4 of our SAP Cloud for Customer Experienceworkshop. My name is Simon Dechent, and I am in the product management of Cloud forCustomer.

00:00:18 Why do we call this experience workshop an Experience workshop? I am emphasizing thisbecause we do, number one,

00:00:27 of course, show a lot of demonstrations on the iPad and on the laptop. But also, what wewant to have is that you, number two, get your fingers on the system

00:00:38 and really experience on your own how responsive the system is. How you can interact withthe system and how the system is really behaving in a real-life scenario.

00:00:50 So let´s switch over to the system directly, and we can see the URL here. We just need toput that in. So you can use our tenant 304777.

00:01:04 The credentials are ussalesrep01 and Welcome1 with a capital. We will log on in Englishnow.

00:01:18 And I will guide you quickly through the scenario that we are going to see now. And we alsowant that you repeat that scenario in our system here.

00:01:27 So what we are going to do is, we want to have…Sort of final outcome of this scenario is

that you will see the very same what I am showing you right now.00:01:38 We go to the home page, we look into the Pipeline Influencers, and now here we are seeing

all our opportunities that we have in the pipeline.

00:01:46 And when we just, as an example, click on this standard opportunity here with 15 million, wesee that there was a lot that was happening in the past:

00:01:56 There was a call, Interest in Side by Side fridge, here. Intelligent Systems was interested ina side by side fridge.

00:02:04 They were calling us for giving us the interest. Then there was a visit with the customer. Andwe had some initial tasks to do here.

00:02:16 And there is something in the future, which is a final offer, which is actually on 16th of July.Now we also see that there is a contact person..

00:02:27 that contact person is at the end responsible for signing the deal at customer side - and thesales team behind it. What the process now is: We will, again, do a visit at a customer.

00:02:41 So we will plan a visit at a customer. Let´s also use Intelligence Systems for this one. Weare at the customer then, and at the customer we experience

00:02:51 that there is a need for an additional product sales of this side by side fridge. So we aredirectly generating an opportunity, adding the product to it.

00:03:01 And at the end we will also do some initiatives, some tasks so that you can, at the end, seethe very same that we see here on that screen,

00:03:11 that there are a few tasks and calls and appointments that were plan for this opportunity, sothat you can see the whole timeline of an opportunity.

00:03:23 And this is very easy to do for a customer meeting, for example. When you go to your

customers and want to present this, it´s a very easy way to showcase a very nice scenario.

00:03:33 So let´s go back and start with planning a visit. So we go here. We see the feeds â€“ that´sthe initial screen, but let´s go to the visit now

00:03:47 and go for a visit planning on a map-based view. Now the customer it´s also in your scriptthat you should have at your hand now.

00:03:57 We are searching for Intelligence Systems. Let´s just put in a few letters here, then we willfind it. When we click on this customer now, we are directly routed to that customer here inPalo Alto, close to Palo Alto, in Mountain View.

00:04:15 Let´s create a quick visit for that customer: Standard Visit, with Intelligence Systems. We just know that there might be a need for creating an opportunity for that customer, so let´s

see what is behind.



00:04:32 We save and open so we directly get routed to the visit OVERVIEW page here. And herewe see which contact person at the customer side we will meet. That is John Lu in the ElCamino road.

00:04:46 And let´s see what else we can do here. So let´s assume we are now onsite at thecustomer,

00:04:53 and we see that there is a need for an additional opportunity for product sales. So we go tothe FOLLOW-UP ITEMS here, and here we can directly generate an opportunity.

00:05:06 Very important is that we also see the Service Ticket here. So I´m a power user right now,so I can also create a service ticket directly at the customer site.

00:05:15 And that is also something which is important for the sales people. When the sales peopleare at the customer site, even when they are there with a mobile device, an iPad, androiddevice or so,

00:05:25 they would also have the option to generate a service ticket. And that´s the combinationwhich makes Cloud for Customer so strong, that we have sales and service on the sameplatform

00:05:35 and also on the same mobile device if they need it. It´s just up to the authorization conceptat the end. So that we can also do…

00:05:44 As sales person, I can create a ticket, as a service person I can also do some sales with the

system, even without an additional license.00:05:52 When it comes to processing the ticket, of course, then I would need a service license, but

that´s not part of our demonstration today. Alright, then we generate an opportunity for thiscustomer,

00:06:04 Product Sales let´s give it a meaningful name - or side by side fridges. We will put in a 10million US dollar deal here; and the closing date, it´s actually very close.

00:06:29 We think we can close something, let´s say, beginning of next month. On the 4th of Augustwe are going to close that one.

00:06:39 And because we are so confident with that deal, we are putting it to Decision phase, whichthen automatically puts up the probability to 80%.

00:06:49 Now let´s publish this for forecasting. And now we are ready to go, so let´s save and open

this opportunity. We are now automatically going to the opportunity OVERVIEW screenwhere we plan to add a product to it.

00:07:06 Alright, so that´s the opportunity OVERVIEW screen, you can see that on the left side. Nowwe go to PRODUCTS, and we add the side by side fridge.

00:07:16 It starts with a 12 Samsung Side by Side fridge. Alright, let´s add this. And actually there is10.000 what we can sell here. Ten thousand fridges we can sell.

00:07:32 So let´s add this. It´s almost 10 million of expected revenue then. Here are some detailsand, very important, here we can also do a pricing call now, a pricing simulation directly inthe ERP.

00:07:46 So there is deep process integration into ERP now where I can do a pricing simulation, andI request this and get back the actual price for that very moment, for this customer and thisproduct, this combination.

00:08:01 So everything what is set up in the SD pricing model you can directly leverage this here toreally give the right answer to the customer in this very moment.

00:08:12 So there is a deep process integration what we have. So, let´s save this, and associated tothat opportunity, we also want to have some activities.

00:08:23 And there is also something called Activity Advisor. We are in the stage Decision phase, solet´s go down here a bit

00:08:32 to see what I am supposed to do in the Decision phase. And the Activity Advisor is basicallysomething which the back-office can create for the sales people as a kind of salesparadigm.

00:08:48 So what should I do in a certain stage of the opportunity? For example, get feedback andhandle the objections, use a coach to understand the competition, and secure verbal

agreement.



00:09:01 Alright, those three I need to do in the Decision phase, so let´s go up and select Add herewith just that little icon. So they are automatically generated now for this opportunity.

00:09:14 Important is, we did not enable this checkbox here for a certain purpose because if you clickit by accident, we would directly generate an activity and we don´t want that.

00:09:26 So we select it and then we press Add. Then it´s generated. At the same time we also wantto generate some additional tasks:

00:09:38 Make final offer that we should finish by or we should do this by Monday next week. And atthe same time, one more thing we want to do is we also want to keep track of the phone callwhich we had with the customer.

00:09:56 We had a phone call yesterday which was a verbal commitment from the customer, and soI´m pretty sure that this opportunity will actually come because we have this verbalcommitment already.

00:10:09 Let´s just save this to have everything in one place. And now we should be ready to go tosee everything in the pipeline of influence.

00:10:19 So let´s go to this little icon, Home screen, again on the left side. We are jumping to themost important part and KPIs,

00:10:29 and from here, we are selecting the Pipeline Influencers. And now the latest informationwhich is on the server, you are able to directly see here on the screen.

00:10:41 So we just generated this Product Sales 10 million, and we directly see it here in thepipeline because we are running here on an in-memory database.

00:10:52 We are running on HANA so it´s all lightning-fast what we see here. All the reports,everything is not pre-aggregated, also in the KPI framework; it´s all aggregated on the fly.

00:11:04 And now, this is very easy to set up, right. So when you go to a customer, you can just doall this

00:11:10 and then you very easily see, okay, what did I do in this opportunity so far. I have a verbalcommitment here which I got from the customer yesterday.

00:11:21 I planned some activities, an appointment Get feedback and handle the objections. There isa standard visit, which was today. And also we want to make the final offer next week.

00:11:34 So one more thing that you see here and which is a very nice feature: There is the salesteam associated, but also you see the products and the contact person that at the end willsign the deal.

00:11:46 Now, when we click on this contact person that is going to sign the deal with us, so now weare seeing all of the people that have already interacted with John Lu,

00:11:57 the contact person that is at the end responsible for signing the deal. Let´s see. There isalready in the sales team Eduard Becker.

00:12:07 He has done over a thousand deals with that customer, and 11 of them he has won so far.Let´s see if there is someone else who can help us to engage with that contact person andhas a better chance of success.

00:12:21 So let´s click on Diane Williams. She had done more than 3,000 deals, and more than 2,000she has already won with that customer or that contact person.

00:12:32 That means this person should be able to help me to engage with that contact person atcustomer side very well. So let´s click on More to see where Diane Williams was involved inother deals.

00:12:47 She is involved in a lot of deals actually. So we see the whole history here: With whichcustomer she is engaged. Alright, that´s fine.

00:12:58 She seems to be a good person, a valuable person to pull into our opportunity. So I ampulling her to the right, and now she is in the sales team as well.

00:13:08 So now she is getting all the updates on this opportunity, once there is an update onrevenue potential or if there is a new product involved, or anything else, a new competitorcoming in…



00:13:20 She is getting a feed update on this opportunity, and she now also sees that we need somesupport to close that deal earlier. By the way, the closer you are to the center of this circle,

00:13:34 the higher is the chance that you can help us to seal that deal earlier. So there is apredictive algorithm behind that, which is natively built on HANA,

00:13:45 which really helps you identify the right people to engage here. Alright. So when we goback, then we see that Diane Williams is now in the sales team.

00:13:55 And now let´s see if we can close that deal earlier. I hope this was helping you tounderstand how the process flow works like.

00:14:05 You have it in the handout. This is attached here to the system, here in openSAP. And ifthere is any question on the process or anything else that you would need in terms ofinformation from us,

00:14:18 then please reach out to us. I hope you enjoyed the session and have a nice playing-aroundwith the system.



Modul 5.1:

00:00:10 Hello and welcome to module number 5. In this module you will get an insight, a deep- diveeven, into our integration capabilities with SAP Cloud for Customer,

00:00:22 in this video mostly about the integration into the SAP Business Suite. So we will see howthe solution nicely integrates with SAP ERP on the one side,

00:00:32 CRM on the other side, and also the SAP BW system, the BI system, and how we realize

that in general. So, let me first of all start with the overall picture of integration

00:00:46 and also what is SAP´s sweet spot, what we want to achieve with the integration scenarios.We want to achieve a very, very simple integration possibility into our on-premise ERPsystems,

00:01:00 the most distributed systems in the marketplace, so ERP systems and also the SAP CRMsystems. So for these systems, Cloud for Customer provides out-of-the-box scenarios tointegrate really.

00:01:17 And I will explain how this all works in this session. What you also see on the picture is themiddleware.

00:01:26 That also plays a significant role when it comes to integration because SAP is optimizing theintegration scenarios for the SAP NetWeaver Process Integration on the one side,

00:01:38 so this is our on-premise middleware where we also ship scenarios to. And on the otherside it´s the HANA Cloud Integration and you will also see what it is really all about this one.

00:01:48 So both middleware technologies are fully supported and we develop our content for thesescenarios. What you also see on the picture is the integration into the non-SAP systems,

00:02:00 and this will be addressed in the second video for integration when it comes to non- SAPsystems and any other databases that you might want to connect.

00:02:13 Okay, with that, let me explain this integration concept first on the flip chart, and thenexplain it in the system. In general, you see here such a customer landscape, a landscapeof a typical customer.

00:02:34 So you see the SAP Cloud for Customer system over here. You see the on-premisesystems, like ERP and CRM down there.

00:02:43 And you see in between the integration, the middleware technology. And what I want toexplain is how you would step by step set up an integration scenario,

00:02:54 a prepackaged integration scenario how we also call it. And first of all, each and everyproject starts in the cloud.

00:03:03 Therefore, the first step here is that you go into your Cloud for Customer system and you goto the business configuration. You know, we have here the business configuration in placeand you have seen that in the previous videos as well.

00:03:23 And there is one option, there is one question in the business configuration that asks you:Hey, do you want to integrate with SAP ERP? And in this case you simply activate theseintegration scenarios in Cloud for Customer.

00:03:39 The result of that is the following: So first of all, Cloud for Customer gets a lot of services

deployed. So these are our so-called outbound and inbound services.00:03:56 Some are for the outbound scenario, others for the inbound scenario. With that little click

you get immediately the complete service bundles and services deployed and activated.

00:04:10 In addition to that, there is the so-called ID mapping. With that activation Cloud forCustomer gets a framework environment deployed, we call it ID mapping,

00:04:31 which allows you to store, on the one side, the internal IDs of each customer, of each quoteand orders, but also the external IDs. That´s very important, it´s really an ID mapping table ifyou like,

00:04:50 and you will also see that, which really contains internal IDs and external IDs. That is soimportant because then C4C always remembers and knows

00:05:00 from where did I actually receive a business partner, a customer record. Did it come from

my ERP system, number one, did it come from the ERP system, number two?



00:05:11 So C4C then always remembers and has this data. So internal IDs and external IDs and, ofcourse, the system name and the system end point as well.

00:05:23 A second thing here is about code lists. The same applies not only for IDs, but also codelists.

00:05:33 That means Cloud for Customer has its own code lists. And the external systems around,ERP, CRM, third party, also come with a lot of code lists.

00:05:45 What are code lists? Very simple example: You have a contact person which belongs toyour customer. And a contact person could either be male or female.

00:05:55 So your system, Cloud for Customer, could store a male, like an m, could flag it like an m oran f for female. Other systems like ERP, like non-SAP systems could have a 001 or a 002.

00:06:13 And with that you have to map exactly these meanings of IDs and code lists - IDs/code lists.So that´s very important to understand, what the first step really causes and what the firststep really results in.

00:06:28 So, services: out/in; ID mapping and code list mapping. That´s very important tounderstand. Therefore, let´s also have a quick look at the system.

00:06:40 In the system, you therefore go to the business configuration as I said. You navigate into thescoping of the system here.

00:06:51 And then you remember, we had this also in the previous videos, we go to integration menuand here we find the integration with SAP ERP.

00:07:02 We activate that one and we then have to answer correspondingly the questions, whichthen really define the scope of the service bundles.

00:07:20 Which services should be in the system, which services are unnecessary, in/out. Then youhave the services, especially the ERP related- or CRM related services.

00:07:32 Second is here, again, the ID Mapping. This is something you find in the administrator workcenter here. This is the central place and here you find ID mappings for accounts, forcontacts, for sales organizations and all that,

00:07:46 so all the important entities that are relevant if you exchange data here. And here, you also,in addition, have to select the system,

00:07:58 so the type of the object and then the system, and then you always get these pairs. Thatmeans you have a customer in C4C who has a certain customer number, an internal ID,

00:08:11 and the corresponding external ID that is valid for this particular system. These are thesepairs that we have in place.

00:08:20 And also there is a functionality to export these ID mappings and to import them again.Even ERP offers additional functionality to fill these ID mapping tables

00:08:34 and to merge it back into the C4C structure. And the third thing is about code list mapping.

00:08:43 This is an activity that you find in the activity list. Whenever you go into the implementationproject here, there is this activity. You go into it and there you find, I think, more than 130code lists that are available and that must be maintained.

00:09:02 Always keep in mind, the meaning behind all these IDs is a kind of semantic mapping. It´snot a technical mapping where you map a field to the other, it´s a semantic mapping.

00:09:16 And C4C really goes through ID mapping tables and code list mapping tables before anymessage is sent out to, you know, your on-premise systems.

00:09:28 This is something before the message gets compiled and prepared: C4C does a roundtrip inthese ID and code list mapping tables

00:09:43 and then puts together the correct message and sends it out to the on-prem world. So that´sagain the first step here - very, very important.

00:09:51 Then the second part of the integration project happens in the on-prem world. This isnumber two. So for this use case and for that piece, SAP also offers a kind of add-on

00:10:13 that can be implemented on top of your on- premise systems that brings on to the table the

corresponding other side of the coin.



00:10:26 These add-ons, again, they come with inbound- and outbound services. Technically, we callthem ABAP proxies, and this is the complete other side of the house.

00:10:38 This is what we also offer and what the SAP basis administration really has to install. Butthey can stay relaxed, they can keep relaxed, everything that we deliver here is notmodifying any ERP or CRM system.

00:10:56 So itâ€™s just a very, very simple, lean add-on functionality but, of course, a very importantpiece in order to bring both worlds together. That is important.

00:11:07 Okay, the same here. We also can quickly have look into the system. And here in this case,you find exactly these add-ons in the SAP Service Marketplace or Support Portal.

00:11:22 So there, you go to service.sap.com/swdc, browse the download catalog, and here navigateto the SAP cloud solutions.

00:11:32 And here you find the add-on for ERP and for CRM, of course. And these add-ons, they arealso maintained over the time. So this is the basic package here,

00:11:43 but you will also find in the Service Marketplace the corresponding support packages whichare important here. So that is the second part of the integration project, and then it comesthe third part, of course.

00:11:58 So this is then step number three, the integration and the middleware. And therefore, whatare we offering? In this case, we offer so-called integration packages.

00:12:11 That´s also important to understand the terminology, integration packages. What does thismean? So for both, HCI and for PI, we have these packages in place.

00:12:25 I just put it in once because they are completely the same. Function-wise, it´s completelythe same. So they got also developed once by the SAP C4C dev team, development team.

00:12:38 And they are compatible and they run both, on the HCI side and on the Process Integrationside. So again, that´s cloud, that´s on-prem, but I put it in here together for this explanation.

00:12:54 But what do you get here? You get this integration package, and part of this integrationpackage are so-called iFlows, integration flows.

00:13:03 And an integration flow, you will see it in the system, in a few seconds: That one always has

a start event and an end event. And in between, it´s doing a mapping.00:13:20 So these integration flows are optimized in a way that they can nicely, here, receive the

message that comes from the Cloud for Customer system, the outbound message, thatgoes in here.

00:13:31 And then the integration scenario and the integration process is executed on thismiddleware. And the result is another web service call-down to the on-prem ERP and, ofcourse, the other way around, up to the cloud, as well.

00:13:49 So that is about these integration flows, and we will also quickly have a look into the systemin order to understand the behavior and the models of these iFlows.

00:14:02 So here, I would recommend you to go cloudintegration.hana.ondemand.com. That is ourcentral documentation place, place of documentation.

00:14:13 At this place you find all the integration packages, not only for C4C, but also in general

everything in terms of or relating to cloud on-prem at SAP.

00:14:25 And here we find exactly the integration package for ERP. We can go into it and findcorrespondingly, like 36 iFlows that are available.

00:14:39 So again, integration package is this overall one package for ERP, and the content of thispackage are iFlows, integration flows.

00:14:48 What are these iFlows all about? This is something you can nicely explore here. So we justtake this Business Partner Replication iFlow,

00:14:58 we can click into it and now we see the executable model, which is, by the way, a BPMNmodel, it´s a BPMN notation. It´s executable.

00:15:07 On the on-prem side, we see, okay, there comes an IDoc in an XML message, IDoc XMLfrom ERP and then the scenario touches the integration middleware.



00:15:21 Here we receive the message and we process the message. And the result of that is a webservice up to the cloud as a SOAP web service.

00:15:31 What happens in between? You see it here. We have a mapping activity, that is alsopredelivered.

00:15:38 Everything is prepared for you, for the customers, the projects. And here you nicely see howthe IDoc on the left side correspondingly maps on to the web service on the right side,

00:15:52 the C4C web service. And in between there might also be some rather simple,

00:15:58 sometimes rather complex mapping functionalities and mapping structure, mapping logic.That is something we deliver here.

00:16:07 So that is very important to understand all down to a field-level mapping here. And also,explore this website

00:16:19 and also please take this story to your customers because it is so strong. It is nothingproject-specific, it is really from the vendor.

00:16:29 Our parts fit together, is also what we often say. And here, it really becomes reality if yousee that one here. So that is very, very important.

00:16:47 I think that is very important to understand, the overall structure of the cloud architectureand how you would typically do a project here

00:16:58 You first start in the cloud, activate the on-prem integration, then you go to the basis, to the

ERP or CRM system, you deploy the add-ons.

00:17:06 And then, the third step would be the integration middleware in between where you canactually just take the iFlows, deploy them - sometimes that works as they are â€“ and reallyrun them productively.

00:17:21 I have experienced it on my own in some customer situations. It works really: Try it out, getexperienced on that.

00:17:29 Of course, all of our customers also have extension demands and extension requirements.That is also possible. So you can easily extend the web services over there, in the cloud.

00:17:42 You can, of course, in a traditional way, also extend the on-prem world and the on-prem ABAP proxies. Of course, every one of SAP customers knows how to do this and you, thepartners, as well.

00:17:55 And then in between you have the mapping. And it is also very easy to extend the mappingas well. There is also a guide available.

00:18:03 Also make sure that you have a look at this guide when it comes to extensions of integrationscenarios. With that I´d like to continue again on the presentation here.

00:18:15 This is the so-called integration package as the terminology. And here you see the iFlowsthat the ERP package actually contains.

00:18:24 On the left side, you rather see the master data synchronization scenarios, like Materials. Ofcourse, we need materials in C4C. So they get loaded once into C4C

00:18:36 and then correspondingly updated as well, but most prominently is, I think, of course, theaccount and the contact persons.

00:18:46 There you could even deploy a bi-directional synchronization of these objects. And that´s allrelated to master data. And then in the middle you see the sales-related iFlows.

00:18:59 These are mostly about: You´re in the opportunity, you put the products in and then you getthe pricing update from ERP. You request external ERP pricing, and the pricing immediatelycomes into the opportunity.

00:19:13 That could be a use case. And the same applies for quotes and even for orders as well. Thesecond piece in the middle of the slide is sales-related

00:19:28 and on the right side you see the service-related integration scenarios that we have inplace. So that´s ERP here.

00:19:35 For sure, if SAP talks about our pieces and our parts fit together, we do not only think aboutintegrated systems in terms of web services and so on.

00:19:47 We also think about pre-prepared and preconfigured user interfaces because this is also

something you should not invent and invent, and invent again and again in projects.



00:19:57 And this is also something that comes out of the box. Once you activate the integration, youwill also see the corresponding right user interfaces available in C4C.

00:20:08 On all devices, they will be available. We also offer all these preconfigured andprepackaged user interfaces as well.

00:20:18 What customers like very, very much is here on this slide the so-called document flow.Imagine, if you are a Sales Rep, you go out to a customer

00:20:30 and before you meet the customer, you want to see, okay, was my order already processed,

00:20:41 was it already shipped, the product, was it already invoiced and all that. And that´s nicebecause you can just as a Sales Rep go into the system,

00:20:50 click either on the account to get a 360 view or click on an order or a quote from theprevious customer meeting

00:20:59 and then you nicely see the corresponding doc flow behind, which is data that is notgenerated, is not done in C4C, but that actually came from on premise, from the ERPsystem.

00:21:12 And the doc flow gets accordingly prepopulated with that data. That is a unique selling point,you absolutely have to position in your customer situations, in customer meetings here.

00:21:26 So in this example you see such a scenario. So here we are in a quote which was alreadyprocessed,

00:21:34 and the pricing from ERP was already requested and everything. So we already submittedthis sales quote here.

00:21:42 And what you see here is the pricing from ERP, how that was really calculated and settogether.

00:21:52 And then you see the document flow and, of course, also recognize this little PDF symbol,this little PDF icon.

00:22:01 This allows you to click on it, and with that you get the complete document in real time fromyour ERP system. So these are the ERP documents that get really requestedsynchronously

00:22:14 whenever you click on it, and then you can see it in Cloud for Customer. Also take it withyou, that you do not need an ERP user for that.

00:22:22 So that´s all part of the standard scenarios and you just need a C4C user and access tothese quotes or other objects here.

00:22:33 I think that´s very important to understand. Okay, here is also explained how external pricingis working.

00:22:41 It´s also a synchronous web service call, so we have an action for that, we push the actionand then we request the external pricing from ERP.

00:22:52 ERP in turn executes a sales order simulation. So that´s the scenario ERP is doing anddelivers us the results of the sales order simulations.

00:23:03 And that is, for sure, the prices for the products and how they get calculated, but also the ATP check and also the credit limit check, credit limit status of the customer.

00:23:15 So everything that ERP is doing, we just receive back and nicely display here on the screenand can also react on this information.

00:23:24 So that´s also possible. I also put in the sales order scenario because this is now alsopossible.

00:23:34 You could also use Cloud for Sales as your system to create a sales order and push thesales order. Once you´ve created them, you submit them and push them down to ERP inthis case.

00:23:45 So that´s also possible, very, very well received by customers here. When it comes toaccounts 360, we also offer something here.

00:23:56 At least, when it comes to the RECENT ORDERS from ERP, your customers canimplement an SAP Note,



00:24:06 that is also available in the Service Marketplace, it´s a very small ABAP program for youron-premise ERP system which makes sure that all recent orders get really compiledtogether

00:24:20 and sent out to C4C on a regular basis so that you always get the latest and greatestinformation in C4C as well, related to the ERP orders.

00:24:32 The same actually applies for CRM as well. And in addition, what we also have is the BIintegration with the same structure and the same concept.

00:24:43 An SAP Note is available for BI information that is also a little ABAP program

00:24:49 that is executed on BI side and that also pushes out data on a regular basis to ERP. But thisis something a bit special, it is not related to the iFlows.

00:25:01 That is something that we defined and that we developed traditionally with these little ABAPprograms. You could use it. You can leverage and use that if you like.

00:25:15 What do you need in order to set everything up here? It´s all about ERP 6.0. That is ourentrance for setting up the integration scenarios.

00:25:26 Enhancement package is not necessarily important to start with. However, if you like toactivate also the more comprehensive scenarios like this PDF preview functions and so on,

00:25:40 you might also have to check if you have enhancement package 4 installed. If you are on

ERP 6.0 EHP 4, then you are fully fine and have a really good basis to set up everythingwith C4C.

00:25:59 Of course, the same concept applies for CRM as well. I don´t want to go into details of CRMnow because of time reasons, but again, the same concept.

00:26:10 Check it out in the HANA Cloud Integration catalog. The same here: We have a package forCRM, and the content of this package are again iFlows, same concept here.

00:26:23 What do we need in order to make that as well for CRM. For CRM we need CRM 7.0 andthe respective support package. So that´s here the same.

00:26:36 Last not least, when it comes to BI, we also offer integration scenarios. Whenevercustomers have a BI system in place

00:26:44 and also want to extract data from cloud into the BI system and process it further, analyze it

further on the BI side, we say, yes, of course, it´s also possible.00:26:56 For that we use operational data provisioning, ODP, which is also a standard mechanism.

We just select on the cloud side the corresponding data source that we want to expose.

00:27:12 And I will also show you that in a second. We just select them, we expose them, these datasources,

00:27:18 and then BI can in turn connect against Cloud for Customer and pull out these data fromCloud for Customer on a regular basis, even data loads are possible here.

00:27:33 And that all is possible via ODP, operational data provisioning. So again, a short demo inthe system.

00:27:41 There you go into the Administrator work center, navigate to the data sources. And if youhave the central analytics, how we call it, activated,

00:27:52 you will find here the list of data sources plus an additional column which is called Exposed. And you just have to select the data sources that you want to expose

00:28:05 and just tell the system, okay, you are now exposed. That is also rather easy and simple torealize.

00:28:15 And here you see a dialog that comes up: Do you want to expose the master and thetransactional data, or both?

00:28:21 Just do a selection here and then the data sources get exposed and BI can connect againagainst C4C and pulls these data out.

00:28:30 So thatâ€™s possible here. And whenever you have a BI system in place, you could alsoembed BI reports like here

00:28:39 with the mashup capabilities that we have seen in the previous videos. And this is alsosomething that we predeliver here.



00:28:47 Okay, I think with that we are through with the Business Suite integration. Thanks again forwatching. And I hope this makes it a bit clearer. Thanks again.



Modul 5.2:

00:00:09 Hello and welcome again to this video about integration. Integration, in this case, not withthe SAP Business Suite but the integration into non-SAP systems,

00:00:20 how you would do this in your projects and in your customer situations. So for this, I wouldlike to explain you the possibilities and capabilities

00:00:31 of the so-called HANA Cloud Integration. HANA Cloud Integration here offers actually two

different flavors.

00:00:39 What you have seen in the previous video is mostly about HCI-PI, how we call it: HANACloud Integration Process Integration - this is how this component is called.

00:00:51 But there is another flavor in the HCI box, and in the HCI component if you like. And thisflavor is called HANA Cloud Integration Data Services, HCI-DS.

00:01:01 And this is so important when it comes to non-SAP systems and non-SAP integration. Sohere we have a component in this box available

00:01:12 that allows you to connect against non-SAP systems in a way that is not a must to have webservices or any other SAP specific protocols and interfaces.

00:01:26 But you could also use some direct database connection, ODBC adapters, whateveradapters, or Wi-Fi-based integration scenarios. And that´s all part of this HCI-DS.

00:01:39 Behind the HCI-DS is also a kind of scheduling component that allows you to scheduleintegration scenarios, not necessarily in real time,

00:01:50 but rather once per hour, once per day. Even once per minute could be scheduled here. Sothere are also agents behind that allow you schedule integration scenarios.

00:02:01 On the following flipchart now, Iâ€™d like to explain the concepts of these HANA CloudIntegration Data Services a bit more in detail, and therefore, let me start with this picturehere.

00:02:16 What we see here is basically the C4C systems or the Cloud for Customer system overthere. And we see, in the middle, the HANA Cloud Integration Data Services

00:02:28 and down here, in the data center of a customer, the on-premise systems. It could be SAP,but it could also be any database system that we have here.

00:02:39 It could be a .NET system, whatever, and it could also be file-based system, a file share ifyou want. What can we do with HCI-DS in such a case?

00:02:49 Very easy, the corresponding word, the corresponding terminology compared to HCI-PI,where we have these iFlows, are here so-called DataFlows.

00:03:06 That is very important. And here, in HCI-DS, we can model, again, DataFlows with agraphical modeler in place.

00:03:15 And in these DataFlows you can then define how the data should flow into such a DataFlowand also how it should be processed in between.

00:03:24 So there could be multiple steps to execute here first. There could be a mapping, whatever,

00:03:35 and then, the data flows again out of this flow and is then stored in the on-prem systems orthe other way around, stored in the cloud. But the concept goes even further. It is not only

this one.

00:03:50 And by the way, this picture here, that you see above here is all happening in the cloud, thisis all set up in the cloud,

00:03:59 so Cloud for Customer, and also HANA Cloud Integration, in the SAP data center. But downhere, you also have the data center of the customer,

00:04:09 and here is the firewall of the customer. And what happens here is, together with HCI-DS,SAP offers a so-called on-premise agent.

00:04:25 That is very important to understand. And this on-premise agent is very tightly connected toits mother ship, if you like,

00:04:34 the HCI-DS component in the cloud. There is always a connection between the on-premagent and HCI-DS, actually the server.



00:04:46 So here on this side, on the HCI-DS side in the cloud, you put your complete focus on themodelling of these DataFlows.

00:04:58 And on the on-prem side with this on-premise agent, you have the execution of thesemodels. These both stay together and work very closely together.

00:05:14 Here you model, you click on the button, you say, deploy these DataFlows, and then theseDataFlows get deployed on this on-prem agent,

00:05:22 which, by the way, runs on top of a Windows or SUSE Linux operating system. So that isWin or SUSE Linux operating system.

00:05:36 But what is the real benefit of the HCI-DS, of this HCI on-premise agent? What is thebenefit? The benefit is very clear. The benefit is here:

00:05:45 This OP agent can nicely integrate into each of these systems because it´s behind thefirewall of the customer.

00:05:54 It does not necessarily have to stick to HTTPS and one single port in the firewall or so. No,it´s behind the firewall and it can nicely integrate, could be into SAP

00:06:08 because here, HCI-DS also offers a specific IDoc adapter and all that, so it could integratehere. It could integrate into actually each and every common database.

00:06:20 Take Oracle, take Microsoft, take IBM DB2, all these databases. We can connect into thesedatabases, and also here, execute direct SQL statements:

00:06:32 Insert something into database, update something, and also select something. So that is notuni-directional; that is always bi-directional.

00:06:42 So that could be SAP, any database systems, or also any file shares and file-basedsystems. We also had it in multiple projects, these file-based integrations.

00:06:55 So a customer came to us and said, hey, we have an on-prem system that was developedduring the last years and there is a file-based interface.

00:07:05 Can you also integrate that one? And we told them: Yes, of course, we can do. Not onlywith C4C, but C4C in combination with HCI-DS - we can perfectly do so.

00:07:15 We can integrate and also process your could be XML files, so we can load them into sucha DataFlow, we can split them in multiple files.

00:07:26 But we could also process them in a way that we invoke web services. There you are very,

very flexible.00:07:34 So these DataFlows, in general, they can start with, for instance, a database statement or

here a file that gets processed.

00:07:41 In between, there could be some splits, some mergers of files, of records. There could beadditional web service calls and whatever.

00:07:51 And in the end, it sends out a web service message to C4C in order to store exactly thisdata record and these data in the cloud.

00:08:01 So very, very flexible. And as I said, we experienced that in many projects so far,

00:08:08 even in one project, I well remember that one, that was something where we had tointegrate files, like comma-separated files.

00:08:18 We processed them, we loaded them into the DataFlow, we split them. And actually, we talk

about scenarios where we had like multiple thousands of records00:08:28 within such a comma-separated value file, and we had to process them once per minute. So

we had really this mass data aspect even also in the projects.

00:08:39 And HCI-DS was perfectly able to realize that and to bring the data from on-prem into thecloud, which was the requirement here.

00:08:48 So, a nice component that complements the HCI Process Integration aspect, even with thisData Services aspect.

00:08:58 You can also nicely connect against non-SAP systems in a way where you are very flexibleand very open.

00:09:08 Okay, with that, I´d like to, again, thank you very much for watching. That was the part ofnon-SAP integration. I hope you enjoyed it and thank you very much.



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OpenSAP c4c1 Week 2 Transcript

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