CRMEU2015 Thomas Anuptodateguide

An Up-to-Date Guide to the
SAP Cloud for Customer

Integration Strategy
Seema Thomas
SAP Labs
Disclaimer
The information in this presentation is confidential and proprietary to SAP and may not be disclosed
without the permission of SAP. This presentation is not subject to your license agreement or any other
service or subscription agreement with SAP. SAP has no obligation to pursue any course of business
outlined in this document or any related presentation, or to develop or release any functionality mentioned
therein. This document, or any related presentation and SAP's strategy and possible future developments,
products and or platforms directions and functionality are all subject to change and may be changed by
SAP at any time for any reason without notice. The information on this document is not a commitment,
promise or legal obligation to deliver any material, code or functionality. This document is provided without
a warranty of any kind, either express or implied, including but not limited to, the implied warranties of
merchantability, fitness for a particular purpose, or non-infringement. This document is for informational
purposes and may not be incorporated into a contract. SAP assumes no responsibility for errors or
omissions in this document, except if such damages were caused by SAP intentionally or grossly
negligent.
All forward-looking statements are subject to various risks and uncertainties that could cause actual
results to differ materially from expectations. Readers are cautioned not to place undue reliance on these
forward-looking statements, which speak only as of their dates, and they should not be relied upon in
making purchasing decisions.
This presentation and SAPs strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided
without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
Agenda
Integration Overview
Prepackaged Integration
Integration with SAP Business Suite
BW integration
hybris Marketing Integration
Integration Technology
Customer Stories
Wrap-up
Agenda
BW integration
Customer Stories
Wrap-up
Integration is top-of-mind for every customer
Real-Time?
On-premise SAP?
Non-SAP systems?
Out-of-the-box
integration?
Customized SAP?
Upgrade?
Master Data?
Integration Technology?
Tibco, Cast Iron?

Time to implement?
Monitoring?
Cost to implement?
Integration requirements for cloud deployments
Line of Business IT
Single source of truth and Data security

master data synchronization and compliance
Real-time business Support for complex

process integration landscapes
Integrated Choice of integration

user experience technology
End-to-end
Rapid deployment
monitoring and support
Integration is key to achieving the benefits of cloud
Enables end-to-end business processes across cloud and on-premise solutions
SAPs Hybrid Approach:

End-to-End Business Processes
SAP Cloud
Sales Market-to-Cash
Service Third-Party
Social Clouds
Customer Marketing
Enterprise Applications
SAP ERP SAP CRM SAP BW MS
On-Premise
Head of sales is not

Customers are asking for a lot paid on Lead-to-
more than just Sales Force Opportunity, but Lead-
Automation or Service Ticket to-Cash
processing
SAP Hybrid Approach in Larger Enterprises
Harness the best combination of on-premise and cloud-based
With the SAP Hybrid Approach in Larger Enterprises our customers can harness the
power of the best combination of cloud/on-demand and on-premise solutions from SAP
and our partners: Extending on-premise solutions like ERP or CRM with cloud/on-demand-
based solutions for flexibility, innovation and new technologies through differentiating
orchestration.
HYBRID
CLOUD DEPLOYMENT ON PREMISE

Agenda
BW integration
Customer Stories
Wrap-up
Agenda
BW integration
Customer Stories
Wrap-up
SAP Cloud for Customer prepackaged integrations*
Google News Mashups

BingMaps ERP
FPX CRM
NetBase BW
Scout Analytics Hybris
Cloud for Sales
Cipher Cloud Employee Central
Snap Engage Cloud for Social
Jam
MindTouch Cloud for Service Marketo
Facebook Social
Inside View
Media Analytics
Vendavo
Twitter
Lotus Notes
Klout
Outlook
*Certain integrations are developed by
Bitly Xactly partners using Cloud for Customer APIs
InMind FanAppz BazaarVoice
SAP Cloud for Customer integration and deployment
Configured and tailored to fit to your specific needs
Cloud + ERP Cloud + CRM Two-tier CRM Cloud + 3rd Party

Cloud Solutions
Cloud for
Customer
Cloud for Customer Cloud for Customer Cloud for Customer
Cloud for
Customer
Subsidiaries
Pre-Built and Maintained Integrations (iFlows)

deployed on SAP HANA Cloud Integration or SAP Process Integration
On-Premise
Solutions
Headquarters
SAP CRM SAP CRM

SAP ERP 3rd Party System
SAP ERP SAP ERP
SAP Cloud for Customer integration with SAP ERP

Currency Account Sales Org Accounts & Opportunity
conv. rates Hierarchy Hierarchy Contacts Work Ticket
Quotation
Employee Products Prospects ATP & Credit
Blocked Limit Check
Sales Order
SAP ERP
Accounts & Quote Inquiry Quote Internal Order

Currency Customer Sales Org
Pricing
conv. rates Hierarchy Hierarchy Contacts Order Inquiry Sales Order Goods Movement
Deliveries Timesheet (CATS)

Employee Materials
Customer Invoice Adv. Shipment Goods Issue
Return Goods Receipt
Billing Request Invoice
Real-time integration of master data (accounts, prospects, contacts, products)

Real-time integration of transactional data (opportunity real-time pricing, quote and sales order requests, quote
to sales order request), recent orders update
Additional real-time master data integration for currency conversion rates, account hierarchy, sales org
hierarchy, etc., and call to ERP SD pricing supporting the full pricing flexibility of ERP SD
Real-time PDF preview of multiple ERP documents
Sales documents in Accounts and Opportunity
Complete ERP document flow and PDFs
Drill downs into ERP documents supported

Switch anchors to see follow-on documents of successor document
Lean
Activity
Order
Quotation Opportunity Ticket
Pricing ERP Doc Flow &

(Sales Previews: Quote, Sales
Order Order, Inquiries,
Simulate) Deliveries, Invoice
SAP Cloud for Customer 1502
Demo
Integration Demo
External pricing call to ERP returns ATP and credit limit check results
Hidden fields. ATP

Quantity and ATP
Delivery (Date)
Credit Status (hidden field)

determined via External
Pricing Call to ERP.
Simulated delivery schedule (data

is part of print message). Note this is
a Non-Binding Confirmation.
External pricing call to ERP returns Free Goods Determination
Free Good shows up as

read-only.
Change of product or
product quantity removes
free good sub item and
requires new pricing call.
Action Request External Pricing returns Free Goods from on-premise system (CRM or ERP)
Free Goods Determination supports EXCLUSIVE (buy ten and get one free) and INCLUSIVE (buy 10
and pay only 9) determinations
Create a Lean Sales Order in C4C with replication to ERP Order
Create new sales orders, maintain header data, add products,

and modify list of involved parties
Simulate pricing for products from
SAP ERP and transfer to ERP
You can also transfer sales
orders from ERP to SAP C4C.
Various statuses of sales order,
external reference ID, document
type, list of involved parties, and
products (including price and
quantity) are copied to C4C.
Direct creation of quotes and sales orders in ERP
Until now, you had to always create a sales order request Existing New
or a quote request before creating an order or a quote in
ERP
It is now also possible to directly create:

A sales order from an opportunity
A quote from an opportunity
A sales order from a quote
By default, an order request or a quote request is created
To use this feature, you need to do the following:

PI: Adjust PI mapping to decide the document that
needs to be created in ERP
PI: Adjust routing conditions in PI
HCI: Deploy iFlows
Support for advance shipments and returns from C4C work tickets
Step 2: Release
to ERP
Step 1: Do the Advanced Item Determination Step 3: See full Doc Flow
(Processing and Invoicing Methods) (Sales Order, Invoice, Outbound Delivery)
SAP Cloud for Customer ERP 1502 integration
Visual document flow for ECC service follow-ups
SAP Cloud for Customer integration to SAP ERP 6.0
Recent orders integration and Account 360
Account 360 information in the Accounts view comes from both SAP ERP and BW systems
The data in the Recent Orders tab is from ERP
The data in the Overview tab under the Revenue and Items Summary sections is from BW
ERP prerequisites to leverage prepackaged integration
Minimum ERP 6.0, EHP 0, Support Package 15 (SAP_APPL)

SAP BASIS 7.0, Support Package 18 (SAP_BASIS)
SAP Cloud for Customer Add-On CODERINT 600 (COD_ERP_INT 6.00). Requires latest
Support Package.
Higher EHP for specific functionality
EHP2 for viewing related Sales Order in Accounts
EHP3 for viewing related Sales Order in Opportunity
EHP4 for viewing related quotes and sales order as PDF in Opportunity
SAP Cloud for Customer integration to SAP CRM 7.0

Campaign Service
Product Sales Org Lead Opportunity
Accounts Material Header Request
Category Hierarchy
Sales
Account
Social Media Marketing Employees Territories Activity Quote
Hierarchy
Profiles Attributes
SAP CRM
Business Sales Org Campaign Lead Opportunity Service
Product Product
Partner Hierarchy Request
Category
Social Media Marketing Account Hierarchy Sales
Employees Territories Activity Pricing
Profiles Attributes (BP Relationships) Order
Real-time integration of master data (accounts, prospects, competitors, contacts, account hierarchy, territory
assignment, products, employees, social media profiles)
Real-time integration of transactional data (campaign header, leads, opportunities, activities, service requests)
Integration of bi-directional attachments for opportunities, attachments for leads from CRM to Cloud
Integration of marketing attribute definitions (CRM > C4C) and marketing attributes assignments to customers
Real-time call from C4C quote to CRM pricing supporting the full pricing flexibility of CRM pricing
SAP Cloud for Customer integration to SAP CRM 7.0
CRM prerequisites to leverage prepackaged integration
SAP CRM 7.0 EHP 0, Support Package 6 (SAPKU70006)

Latest Support Package of BBPCRM
C4C Add-On CRMPCD01 700. Requires latest Support Package.
SAP Cloud for Customer Integration with SAP CRM
Demo (1/8) Marketing Campaigns
Create new
Marketing Campaign
Campaign is automatically
replicated to Cloud for Customer
and can be further executed
Demo (2/8) Leads
New Lead can be easily
created and assigned to a
specific Campaign
Accept Lead and Convert it

to an Opportunity
Demo (3/8) Opportunity Data
Opportunity is
replicated to SAP
CRM
All updates can be

bidirectional synchronized
between the systems
Demo (4/8) Account and Contact Data
Maintain Account
Master data in Cloud
for Customer
Account Master is
synchronized with
SAP CRM
Demo (4/8) Account and Contact Data (cont.)
Create and replicate
new Prospect
Create and replicate

new Contact
Demo (5/8) Sales Activities
Synchronization
of different types
of Activities
Example: Automatically
synchronize
Appointment Activities
and replicated
them to SAP CRM
Demo (6/8) Service Requests and Ticket Handling
Synchronization of Tickets /
Service Requests
Note that the ticket does

Request copy to SAP CRM not yet has an external
External ID gets filled from
number
SAP CRM response
Changes are synchronized
again back with Cloud for
Service
Demo (7/8) Customer Tweets and Social Engagement
Synchronization
of different types Youll receive the
of Activities tweet as ticket in
Cloud for Service
Synch with
SAP CRM
Process Ticket in CRM

and On-Save replicate
back to Cloud for
Service
Demo (8/8) Materials
Create new Product
Request new
Material Data
See the successful

material requests
Agenda
BW integration
Customer Stories
Wrap-up
SAP Cloud for Customer integration with SAP BW
Reporting data transfer (inbound)
SAP Cloud for Customer SAP BI/BW or External System

HTML Mash-up BEx 3.X tools
(HTML report)
Detailed View UI /
dashboard
Create Query and
Web Template
BW InfoProvider:
InfoCube, DSO,
Lean BI Report / MultiProvider, InfoSet,
Embedded Components Hybrid Provider
Transfer to db table
Custom BO / Extension
A2X Service Open Hub
Fields in Standard BO /
Destination (DB
Cloud Data Source
Data Transfer to table
C4C
Reporting data transfer (inbound)/mash-up example
HTML mash-up to show dashboard with BI/BW information consolidated for a specific account
ERP Customer ID or CRM Customer ID on account header passed as parameter to the mash-up
Reporting data transfer (outbound)
SAP Cloud for Customer SAP BI/BW or External System
ODP Data Source for each MDAV

Request from SAP BI
to SOD
Replicated ODP
Master Data
Data Source
MDAV
(Consumer)
Data Transfer to
SAP BI
Data Loading in BI
Transaction
Data MDAV
Master and
Transactional DataStore
(DSO, InfoCube)
Transformation & DTP
Recent orders integration and Account 360
Account 360 information in the Accounts view comes from both SAP ERP and BW systems
The data in the Recent Orders tab is from ERP
The data in the Overview tab under the Revenue and Items Summary sections is from BW
Agenda
BW integration
Customer Stories
Wrap-up
SAP Cloud for Customer integration with hybris Marketing
Replication of Marketing Leads
Display created Marketing Leads

SAP hybris Marketing User Interface as Interaction in Contact and Account C4C User Interface
factsheet in SAP hybris Marketing
Campaign Contact | Account Marketing Lead
with direct navigation to C4C UI
Create Marketing Leads in C4C out

of Campaigns in SAP hybris
Marketing via Web service
Cloud for Customer

SAP hybris Marketing (SAP C4C)
Create Interactions in SAP hybris
Marketing out of Marketing Leads in
Cloud | On-Premise C4C via Web service Cloud
SAP Cloud for Customer integration with hybris Marketing
Replication of Marketing Leads (cont.)
Each marketing lead can be replicated to SAP hybris Marketing as an interaction contact
and/or interaction using web services
C4C Marketing Lead hybris Marketing Interaction Contact

SAP Cloud for Customer integration with hybris Commerce
End-to-end service request management (scenario)
Reports a complaint Issue is resolved,

through self service may require an
(optional) or calls a call update to Order
center, sends an email or Customer data
to support, or chat
Conta Opportun
Viewa
Report Complaint
cts Opportunity ities
Customer Ticket
complaint resolved
Create Lookup Lookup Resolve Close

Leads Issue
Ticket Customer Order ticket
Update or cancel
Service the customer order
Agent
hybris
SAP Cloud for Customer integration with hybris Commerce
End-to-end service request management (example)
hybris Marketing integration with SAP CRM
Replication of target groups
Marketing Campaigns in SAP CRM can be executed for SAP hybris Marketing target groups
containing accounts or contacts.
SAP hybris Marketing Target Group SAP CRM Campaign

hybris Marketing integration with SAP CRM
Trigger sales activities
SAP hybris Marketing campaigns can be used to trigger the creation of sales activities in CRM.
SAP hybris Marketing Campaign SAP CRM Activity

Agenda
BW integration
Customer Stories
Wrap-up
SAP Cloud for Customer integration and deployment
Configured and tailored to fit to your specific needs
Cloud + CRM Two-tier CRM Cloud + ERP Cloud + 3rd Party

Cloud Solutions
Cloud for
Customer
Cloud for Customer Cloud for Customer Cloud for Customer
Cloud for
Customer
Subsidiaries
Pre-Built and Maintained Integrations (iFlows)

deployed on SAP HANA Cloud Integration or SAP Process Integration
On-premise
Solutions
Headquarters
SAP CRM SAP CRM

SAP ERP SAP ERP SAP ERP 3rd Party System
SAP HANA Cloud Integration
Lowers cost, increases speed, enhances simplicity for customers
Cloud-based technology
SAP Cloud Applications
Real-time, bi-directional process
integration
Data integration
Graphical flows and mappings
Prepackaged Data
Real-Time Process Community and
Integration iFlows Integration
Integration
(HCI-PI) (HCI-DS)
Marketplace Centralized monitoring and
administration
Pre-built adapters
Community marketplace (in 2015)
Compatible with SAP PI content

(e.g., mappings)
SAP 3 rd Party 3 rd Party
On-Premise On-Premise Cloud Solutions
One platform for process and data integration
Process Integration (HCI-PI) Data Integration (HCI-DS)

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

Urgency of Completion Near Real Time/Real Time Batch
Unit of Data Exchange Single Business Objects Bulk Data

Specific Requirements Transactional Process Integrity Data Quality Services: Cleansing, Matching,
Reliability (Guaranteed Delivery) Consolidation (ongoing or during import)
Message Orchestration Complex transformation from multiple data
sources
Mass Data Handling
SAP HANA Cloud integration
Technical View
Eclipse User Interface Cloud for Customer Web User Interface

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

Integration
Runtime and Repository

Cloud Enterprise Service Bus for message
execution On-Premise Agent
Cloud Repository for storing integration
projects and data integration flows
Multi-tenancy
On-premise agent for data integration On-Premise SAP/3rd party systems
Integration flow configuration
Integration flow configuration

based on Enterprise Integration
Patterns, such as:
Point-to-Point
Content-based routing (multiple
receivers)
Content-based routing (multiple
interfaces)
Message translator
.
Flexible combination of Enterprise
Integration Patterns supported
Continuous enhancements and
support of further Enterprise
Integration Patterns planned for
the near future
Eclipse-based integration flow modeling
SAP HANA Cloud integration Data Services
Technical View
On premise agent for access to on-premise sources like files (XML or CSV), databases, and SAP
Business Suite (ABAP)
Flexible web-based user interface to define mappings, execute tasks, and monitor the data load
Built-in scheduler for scheduled data loads, or use any external scheduler to start data loads through a
web service call
Bi-directional data transfer on-premise to cloud and cloud to on-premise.
ERP
HANA Cloud
Integration
Web Service
HCI Agent
https
Data Load SAP Cloud for
SOAP
Databases
Customer
Files Extract
Customer environment SAP cloud environment

Integration content provided with SAP Process Integration
CRM ESR Content PI mapping (example)

SAP HANA Cloud integration vs. SAP PI
A quick comparison with Process Integration orchestration
HANA Cloud Integration SAP Process Integration and Orchestration

(HCI-PI) On-Premise
Deployment Cloud-based service offering hosted by SAP On-premise installation in customer landscape
Responsibility of SAP Customer

configuration & operations
Supported scenarios Application Edition, FSN, HCP Unlimited (any-to-any) integration scenarios
New: Standard and Professional Edition A2A, B2B, ...
License model Subscription fee Product license and annual fees
Architecture Virtualization, multi tenancy, data isolation Single tenant solution, no built-in virtualization
Automated failover capabilities
Rolling software update Failover to be configured by customer
nZDM for SP/EHP updates
Prepackaged content Available for selected SAP Cloud solutions Available for a wide variety of on-premise SAP/non-
SAP applications
Operations By SAP Cloud Managed Services By customer
Integrated with Service Provider Cockpit Integration with SAP Solution Manager
Local monitors Local monitors
Preferred usecases CloudCloud Integration, CloudOn-Premise integration On-Premise integration, CloudOn-Premise
integration
SAP HCI vs. SAP PI When to use what?
General Info
These products will be developed and marketed in parallel and are fully complementary
Pre-packaged integration content is shipped for these products
Opportunities for SAP Process Integration/SAP Data Services

Leverage invests into existing SAP Process Integration or SAP Data Services landscape
Systems that need to be integrated are mainly on-premise
Few or no need for integration of cloud applications
Opportunities for SAP HANA Cloud integration

Focus on cloud strategy
Have the need for cloud-to-cloud integration
Have the leading system(s) within the cloud
Do not have SAP Process Integration or SAP Data Services on-premise
Do not want to invest into an on-premise middleware and bear the costs associated with it, such as system setup, maintenance
and operations, build up know how, etc.
Prefer subscription-fee-based license model
Require fast innovation
Agenda
BW integration
Customer Stories
Wrap-up
Example Customer 1 Integration with SAP CRM via HCI
Field sales including mobility
Business Goals
Create a simple sales tool for Account Executives globally
(starting with US). Tool must be accessed from multiple platforms
SAP Cloud for (PC, Tablet, Phone).
Sales Ability to use the sales tool while in the field meeting with
customers
Cloud
SAP HANA Cloud Integration Project and Integration Specifics
Project included Account/Contact Management, Activity
On-
Employees, Org Units
Materials & Product Cat
Management, Lead Management, Opportunity Management,

Business Partners
Premise Opportunities Quotations (in CRM from opportunities created in C4C

Activities
Outlook Integration
(Accounts,
Leads,
Contacts,)
Hierarchy
Account
Integration specifics
Large volumes (over 500,000+ accounts, 1.4 million contacts, over
SAP CRM 1.7 million relationships)
Integration to SAP CRM
Extension fields and mapping for Accounts, Leads, Opportunities,
SAP ERP
Activities
Example Customer 2 Integration with SAP CRM via HCI
Business Goals
Focused sales enablement for 3M ESPE, Canada
Field sales including mobility Enhance sales productivity and effectiveness with an easy-to-use
and easy-to-maintain mobile sales solution
Leverage the power of the robust capabilities of the SAP CRM On-
Premise back end through the simplicity of the C4C user experience
Provide Sales Management with transparency into sales activities
Streamline sales processes with integration to Lotus Notes and iPad
SAP Cloud for
Sales Project and Integration Specifics
Project included bidirectional integration of Contacts, Prospects, BP
Cloud Relations, Marketing Attributes, Activities, Leads, Campaign Headers
SAP HANA Cloud Integration Unidirectional integration of Accounts, Competitors and Distributors,
Product and Product Categories
(Accounts, Contacts,
On-Premise
Prospects, Marketing
Campaigns Header
Lotus Notes Integration

Materials & Product Cat
Leads, Activities,
Business Partners
BP Relations
Integration to SAP CRM

Lotus Notes integration to replicate emails from Lotus Notes to C4C
Attributes)
to SAP CRM; bidirectional appointment replication between Lotus

Notes and C4C and Contacts replication from C4C to Lotus Notes
Extension fields and mapping for Accounts, Contact, Prospects,
Leads, Activities
Dynamic page layout to restrict change access to accounts and
SAP CRM
allow access to create/change contacts
SAP ERP
Agenda
BW integration
Customer Stories
Wrap-up
Summary: SAPs differentiation against competition
Differentiation Approach Other vendors

100s of functionally rich SAP integration is 100%
High iFlows (Prepackaged integrations) SAP to SAP and non-SAP custom implementation
- Cloud to On-Premise prepackaged integrations
High time and cost to
Reliable upgrades cloud implement
- Cloud to Cloud and on-premise
High cost to maintain and
support during upgrades
Leader in Integration No integration technology;

Integration Technology Technology per analysts complete reliance on third party
(HANA Cloud Integration, 10K+ customers using SAP
integration platforms
NW PI) on-premise integration Customers need to choose

technology among multiple options
HCI provides a cloud-based
integration technology option
Open APIs WS, OData APIs WS, REST APIs
Low
Benefits to Customers
Due to prepackaged integration content (example)
Benefits Cost of Custom vs. Prepackaged Integration

(5-Yr Cumulative Cost)
Business value
Assumptions:
15 SAP interfaces
80% reduction in Avg. cost to build/interface ~ US$ 20K
$750K
cost to build and maintain Avg. cost to maintain/year/interface ~ US$ 10K
$975K
Average cost for prepackaged/interface ~ US$
5K
80% reduction in
Implementation time $300K
$75K $75
Custom Integration Prepackaged Cost Avoidance
Minimized Risk Integration
Cost of Build/Deploy ($K) Cost to Maintain ($K)
3 keys to successful integration projects
1. Understand that integration requires some configuration

Example: Prepackaged integration content still needs on-premise networking for security
in cloud to on-premise messaging
Example: Prepackaged integration content requires some on-premise configuration to
ensure messages are triggered to the cloud
2. Determine early on in the project the amount of custom fields

Example: Custom fields may require adaptations/extensions on-premise, middleware, and
cloud
3. Ensure the project team includes functional and integration resources

Cloud application is another end point in your overall integration landscape. Be sure to
include these integration experts in your cloud project.
Where to find more information
SAP Information Page for Cloud for Customer:
www.sap.com/pc/tech/cloud/software/cloud-for-customer/index.html
SAP Information Page for HANA Cloud Integration: www.sap.com/pc/tech/cloud/software/hana-cloud-
integration/index.html
Nayaki Nayyar, Your Cloud Integrated Your Way: 3-Pronged Strategy Integrates Cloud Applications into Your
Landscape (SAPinsider, January 2014).
http://sapinsider.wispubs.com/Assets/Articles/2014/January/SPI_Spotlight_Your-Cloud-Integrated-Your-Way
SAP Cloud for Customer: http://help.sap.com/cloud4customer
SAP Cloud for Customer Integration Scenario and API Documentation
http://help.sap.com/cloud4customer SAP Cloud for Customer Integration Help
Updated integration guides on Service Marketplace for ERP with PI, ERP with HCI, CRM with PI, CRM with HCI
https://service.sap.com/cloud4customer *
Ginger Gatling, Cloud for Customer Integration with ERP and CRM: How-to Guides (SCN, December 2013).
http://scn.sap.com/community/crm/blog/2013/12/31/cloud-for-customer-integration-with-erp-and-crm-how-to-
guides
SAP HANA Cloud Integration on the SAP Help Portal: http://help.sap.com/cloudintegration
* Requires login credentials to the SAP Service Marketplace
7 key points to take home
1. SAPs philosophy is that SAP Cloud applications must deliver business process integration with on-
premise applications in order to offer maximum business value to our customers!
2. A flexible integration platform combined with a comprehensive extensibility approach enables you to
deliver end-to-end process support between SAP Cloud for Customer and the rest of your customer
engagement solution landscape
3. SAP Cloud for Customer provides standard integration for master and transaction data in the form of a
wealth of prepackaged integration flows (iFlows) for SAP ERP and CRM
4. SAP delivers more continuous investment in standard integration between Cloud for Customer and SAP
CRM and ERP than any other cloud CRM vendor
5. SAP HANA Cloud Integration is SAPs new Cloud middleware that enables business process and data
integration, and is the preferred integration platform for customers
6. SAPs Cloud Integration content can be used with either SAP HANA Cloud Integration (SAP HCI) or with
your existing SAP PI (or SAP Process Orchestration)
7. SAPs integration and extensibility capabilities offer the best combination of flexibility and short time-to-
value at a low Total Cost of Ownership (TCO)
THANK YOU
Seema Thomas
Senior Director
Customer Engagement and Commerce
SAP Labs
3999, Westchester Pike,
Newtown Square, PA
M 610-507-6466
E seema.thomas@sap.com
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An Up-to-Date Guide to the

SAP Cloud for Customer

Integration with SAP Business Suite

hybris Marketing Integration

Integration with SAP Business Suite

hybris Marketing Integration

Tibco, Cast Iron?

Single source of truth and Data security

Real-time business Support for complex

Integrated Choice of integration

SAPs Hybrid Approach:

Head of sales is not

CLOUD DEPLOYMENT ON PREMISE

Integration with SAP Business Suite

hybris Marketing Integration

Integration with SAP Business Suite

hybris Marketing Integration

Google News Mashups

Cloud + ERP Cloud + CRM Two-tier CRM Cloud + 3rd Party

Pre-Built and Maintained Integrations (iFlows)

SAP CRM SAP CRM

SAP Cloud for Customer

Accounts & Quote Inquiry Quote Internal Order

Deliveries Timesheet (CATS)

Real-time integration of master data (accounts, prospects, contacts, products)

Drill downs into ERP documents supported

Quotation Opportunity Ticket

Pricing ERP Doc Flow &

Hidden fields. ATP

Credit Status (hidden field)

Simulated delivery schedule (data

Free Good shows up as

Create new sales orders, maintain header data, add products,

It is now also possible to directly create:

To use this feature, you need to do the following:

Minimum ERP 6.0, EHP 0, Support Package 15 (SAP_APPL)

SAP Cloud for Customer

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

Accept Lead and Convert it

All updates can be

Create and replicate

Note that the ticket does

Process Ticket in CRM

Create new Product

See the successful

Integration with SAP Business Suite

hybris Marketing Integration

SAP Cloud for Customer SAP BI/BW or External System

SAP Cloud for Customer SAP BI/BW or External System

ODP Data Source for each MDAV

Integration with SAP Business Suite

hybris Marketing Integration

Display created Marketing Leads

Create Marketing Leads in C4C out

Cloud for Customer

C4C Marketing Lead hybris Marketing Interaction Contact

Reports a complaint Issue is resolved,

Create Lookup Lookup Resolve Close

SAP hybris Marketing Target Group SAP CRM Campaign

SAP hybris Marketing Campaign SAP CRM Activity

Integration with SAP Business Suite

hybris Marketing Integration

Cloud + CRM Two-tier CRM Cloud + ERP Cloud + 3rd Party

Pre-Built and Maintained Integrations (iFlows)