SAP Sales & Service Cloud is SAP's on-demand cloud-based Customer Relationship Management, it consists of SAP Cloud for Sales and SAP Cloud for Services.
Note: Hybris Commerce platform and SAP Sales & Service Cloud are two distinct products. The support of Hybris Commerce platform is planned, but not yet available.
Unlike the classic point-to-point interfaces like e.g. IDocs, Web Services or RFCs, when talking about monitoring for cloud services, you always also have to consider the integration component of the scenario. For most cloud services, Advanced Integration Monitoring for the cloud service itself concentrates on monitoring exceptions happening in the cloud service. But to fully monitor a cloud service scenario it is also important to monitor the integration between the cloud service and the on-premise backend system. This integration consists of different point-to-point interfaces of different types.
The following section describes the different integration options for the cloud service. Please choose the integration option you are using and consider also setting up the monitoring for the relevant interface types that are part of the integration scenario for the cloud service.
On this page we describe the monitoring categories that are available for this specific cloud service type. For information on how to set up the monitoring categories for the other technical system and cloud service types, please refer to the setup documentation of the respective interface type.
After setting up the monitoring for the single components and interface types, you can use the scenario configuration to group all relevant messages and exceptions of the cloud integration scenario in one Advanced Integration Monitoring scenario. Information how to create scenarios can be found here.
SAP Sales & Service Cloud usually integrates with SAP ERP, SAP CRM or SAP S/4 HANA as the on-premise system. There are two integration options for SAP Sales & Service Cloud and on-premise systems; SAP Process Integration and SAP Cloud Integration.
The different scenarios contain the following exceptions and point-to-point connections:
|Scenario Component||Monitored Content||Monitoring Category|
|1||Systems: ABAP on-premise system||IDocs||IDoc|
|2||Systems: ABAP on-premise system||Web Service errors and performance||Web Service Messages (ABAP), Web Service (Performance)|
|3||Systems: SAP PI on-premise system||PI Messages and channels|
ABAP: PI Messages
Java: PI Communication Channels, PI Messages
|4||Cloud Services: SAP Cloud Integration||Integration flows (iFlow) in SAP Cloud Integration||SAP BTP Integration|
|5||Cloud Services: SAP Sales & Service Cloud||Messages in SAP Sales & Service Cloud||SAP C4C Message|
To find out which IDocs, WebServices and integration flows are relevant for your SAP Sales & Service Cloud scenario please refer to:
Public cloud service offerings are usually Software-as-a-Service (SaaS) solutions. This means that customers only have access to the service but not to the underlying infrastructure. Hence, the usual way to connect on-premise managed systems to Focused Run does not apply to cloud services.
However, to be able to monitor exceptions and performance in cloud services they need to be connected to Focused Run. This connection is created using the customer and cloud service specific root URL and an end-point definition, which allows Focused Run to receive information from the cloud service.
The first step is to import the SSL certificate into Focused Run. This is valid for all cloud services.
Import Cloud SSL certificate into STRUST
Export Certificate from Browser:
Import Certificate into Focused Run:
For a successful SSL handshake, please make sure the following parameter are set in the SAP Focused Run system:
Additionally you have to perform certain preparations in the cloud service to enable Focused Run to connect to the cloud service.
Preparations for SAP Sales & Service Cloud
Create a Communication Arrangement in SAP Sales & Service Cloud
After gathering all necessary information and creating the necessary connection point or users in the cloud service, you can now create the cloud service in Focused Run.
Input Values for SAP Sales & Service Cloud
The second step is to create the end-point for the cloud service. The end-point is used to actually connect to the cloud service with user and password. Most cloud services use HTTP end-points.
Input Values for SAP Sales & Service Cloud
To be able to monitor interfaces of a cloud service you first have to add it to Interface & Cloud Monitoring and select the monitoring categories you want to monitor for the system.
In the next step, you see all monitoring categories which are available for the system, depending on the system type and the installed software components. Some recommended standard monitoring categories are preselected.
Select the monitoring categories in scope.
Available Monitoring Categories
For SAP Sales & Service Cloud the following monitoring category ist available:
After selecting your monitoring categories you have to maintain filters to define what exactly you want to monitor. Some monitoring categories come with standard filters that usually just select all items of this monitoring category. SAP Focused Run can handle this high amount of monitoring data, so you can stick to this standard filters. Or you can set up filters of your own.
Please note that the filters you set in the 'Monitoring' step filter the data which is collected from the managed system or cloud service. You can also set up filters later in the 'Alerting' step, which will filter the data already in Focused Run.
You can create more than one filter for a monitoring category.
Available Filter Options
SAP C4C Message
For SAP Sales & Service Cloud, you can collect all messages or you can restrict the messages using the following parameters. How the parameters are filled, depends on the message direction:
For inbound SAP Sales & Service Cloud Messages
For outbound SAP Sales & Service Cloud Messages
The setup of the filters for the monitoring categories only makes sure that the data is collected, however, alerts are not created automatically. To create alerts and notifications you have to create an alert individually.
In the next sub-step, you have to maintain the filter. For most monitoring categories the available filter fields will be the same as for the 'Monitoring' configuration described above.
For some metrics, you have additional filter fields or you have to maintain metric parameters. You can check the collected data in Focused Run to determine which filter values to use for alerting. Most of the fields can be found in the Collection Context of the collected data.
Please note that the filters on 'Alerting' level filter the data that is already available in Focused Run. They do not influence the data collection itself. You can only filter for data that is collected. Be aware of this if you created strict filters in the 'Monitoring' step.
In the last sub-step you have to activate the alert:
For single exceptions, the threshold type is always 'Already Rated'. This means depending on the calculation frequency the number of exceptions is checked and an alert is created if this number is bigger than 0. If you want to reduce the number of alert for these metrics, you could increase the value for the calculation frequency to increase the time between checks.
For SAP Sales & Service Cloud the following metrics are collected:
SAP C4C Message