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.

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

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

• https://help.sap.com/viewer/product/SAP_CLOUD_FOR_CUSTOMER/CLOUD/en-US → Integrate → Choose your Integration

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

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