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SAP Sales & Service Cloud

SAP Sales & Service Cloud

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.

Integration Scenario

SAP Sales & Service Cloud usually integrates with SAP ERP, SAP CRM or SAP S/4HANA 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:

  1. Integrating ABAP backend with the SAP Sales & Service Cloud mediated via SAP Integration Suite - Cloud Integration: 1, 4, 5
  2. Integrating ABAP backend with the SAP Sales & Service Cloud mediated via SAP Process Integration (Web Service based): 1, 2, 3, 5
 

 Scenario ComponentMonitored ContentMonitoring Category
1 Systems: ABAP on-premise systemIDocsIDoc
2 Systems: ABAP on-premise systemWeb Service errors and performanceWeb Service Messages (ABAP), Web Service (Performance)
3 Systems: SAP PI on-premise systemPI Messages and channels

ABAP: PI Messages

Java: PI Communication Channels, PI Messages

4 Cloud Services: SAP Integration Suite - Cloud IntegrationIntegration flows (IFlow) in SAP Integration Suite - Cloud IntegrationSAP Integration Suite
5 Cloud Services: SAP Sales & Service CloudMessages in SAP Sales & Service CloudSAP C4C Message

To find out which IDocs, WebServices and integration flows are relevant for your SAP Sales & Service Cloud scenario please refer to:

Configure Cloud Service

Preparations for SAP Sales & Service Cloud 

Create a Communication Arrangement in SAP Sales & Service Cloud

  1. Navigate to the 'Administrator' view in your SAP Sales & Service Cloud UI
  2. Select 'Communication Systems' under Integration
  3. Create a new communication system
    • Host Name: Enter the host of SAP Focused Run
    • System Access Type: Select 'Internet'
  4. Maintain System Instances
    • Choose '5 - Web Service' as the preferred application protocol
  5. Set the communication system to active via 'Actions' → 'Set to Active'
  6. Navigate back to the 'Administrator' view and select Integration → 'Communication Arrangements'
  7. Create a new Communication Arrangement
  8. Scenario: Select 'Query Webservice Message for Monitoring'
  9. Define Business Data: Select the SAP Focused Run communication system
  10. Define Technical Data:
    • Communication Method: Direct Connection
    • Application Protocol: Web Service
    • Authentication Method: Basic Authentication
    • User ID: Click 'Edit Credentials' to maintain user and password
  11. Review and Confirm. 
 

Input Values for SAP Sales & Service Cloud

  • Tenant: Tenant name of your tenant
  • Root URL: Root URL for SAP Sales & Service Cloud ( e.g. https://myhost.crm.ondemand.com )
  • Description: (optional)

Input Values for SAP Sales & Service Cloud

  • Type: BASICAUTH
  • User: The user created for the communication arrangement
  • Password: Password of the user

Advanced Integration Monitoring Setup

Available Monitoring Categories

For SAP Sales & Service Cloud the following monitoring category ist available:

  • SAP C4C Message: Collects messages in SAP Sales & Service Cloud for the customer tenant 
 

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

  • Message Direction: INBOUND
  • Message Status: Waiting (1), Successful (2), Application Error (3), System Error (4), Cancelled (5), Split (6)
  • Inbound Party: Sales & Service Cloud Tenant ID
  • Outbound Party: Concatenation of & and the Sender Communication System ID (e.g. &Q2CCLNT400)
  • Receiver Service Interface Name: Sales & Service Cloud Service Interface Name
  • Sender Service Interface Name: N/A
  • User ID: Communication user
  • Error Text: Filter on the error message

For outbound SAP Sales & Service Cloud Messages

  • Message Direction: OUTBOUND
  • Message Status: Waiting (1), Successful (2), Application Error (3), System Error (4), Cancelled (5), Split (6)
  • Inbound Party: Set this to & and the Receiver Communication System ID to filter only for the first message (e.g. &Q2CCLNT400)
  • Outbound Party: Set this to the Process Component of the virtual endpoint to filter only for the first message (e.g. BusinessPartnerDataManagement)
  • Receiver Service Interface Name: N/A
  • Sender Service Interface Name: Sales & Service Cloud Service Interface Name
  • User ID: User in the error message. This could be the UI/business user or the communication user in case of confirmation messages.
  • Error Text: Filter on the error message 

Available Metrics

For SAP Sales & Service Cloud the following metrics are collected:

SAP C4C Message

  • SAP C4C Messages exceptions: Indicates that new exceptions were collected during the last data collection interval