SAP Sales & Service Cloud, a.k.a. as SAP C4C, 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.
For SAP Sales & Service Cloud the following integration scenarios are possible:
The different scenarios contain the following exceptions and point-to-point connections:
|Scenario Component||Monitored Content||Interface Channel Type||Since SP|
|1||Systems: ABAP on-premise system||IDocs||IDoc||7.1 SP12|
|2||Systems: ABAP on-premise system||Web Service errors and performance||Web Service: Web Service ABAP (STAD) or Web Service ABAP (SOAP)||7.1 SP05*|
|3||Systems: SAP PI on-premise system||PI messages and channels||Process Integration||7.1 SP12|
|4||Cloud Services: SAP Integration Suite - Cloud Integration||Exceptions in integration flows (IFlow) in SAP Integration Suite - Cloud Integration||Cloud: Cloud (SAP Cloud Integration)||7.1 SP12*|
|5||Cloud Services: SAP Sales & Service Cloud||Exceptions in SAP Sales & Service Cloud||Cloud: Cloud (SAP C4C)||7.1 SP13|
*) Monitoring content was extended with later support packages (see monitoring template page for details)
To find out which IDocs, WebServices and integration flows are relevant for your SAP Sales & Service Cloud scenario please refer to:
The following technical prerequisites have to be met in order to monitor this scenario:
SAP Solution Manager can collect two different kind of errors happening in SAP Sales & Service Cloud:
|Metric Name||Description||MAI Category||Since SP|
|Number of Errors in C4C (Delta)|
Number of errors detected in SAP Sales & Service Cloud. The exceptions are retrieved from SAP Sales & Service Cloud via the central Exception Management in SAP Solution Manager.
|Number of Errors in C4C (Last 24h)|
Number of errors detected in SAP Sales & Service Cloud within the last 24 hours. The exceptions are retrieved from SAP Sales & Service Cloud via the central Exception Management in SAP Solution Manager.
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Create a Communication Arrangement in SAP Sales & Service Cloud
The Cloud Services configuration is now accessible from the SAP Solution Manager Configuration (SOLMAN_SETUP) → Managed Systems Configuration → Tab 'Cloud Services'.
Create Cloud Service:
The second step is to create the end-point for the cloud service.
Create the End-Point:
After the basic configuration you now have to configure Exception Management, as the exceptions collected via Exception Management and stored in the central exception store are the basis for the Integration Monitoring data collection.
Configuration for SAP Sales & Service Cloud Errors
For SAP Sales & Service Cloud the exceptions are collected in two different log stores. One log store collects exceptions for application errors in the SAP Sales & Service Cloud system and the other one exceptions for system errors.
To access the Exception Management setup please go to transaction SOLMAN_SETUP → Application Operations → Exception Management
1 In the step 'Define Scope' select the tab 'Cloud Services' and your SAP Sales & Service Cloud system. If you didn't configure the system before make sure to select 'All Cloud Services' in the view drop-down. Click on 'Configure' or click 'Next' two times. You will enter the step 'Exception Configuration'.
2 Click 'Add / Configure Log Store'. Select if you want to create a log store for Application or System errors in the SAP Sales & Service Cloud system.
3 Select the fields for filtering for your log store. The filters differ for inbound and outbound SAP Sales & Service Cloud messages. The following filter fields are available:
4 Maintain the filter values for the fields in the Filter Definition panel under the log stores table. You can also add, remove or change filter fields and values later on in the area. You can use different operators for your filter value. You can add more than one filter filed combination per log store. To add an additional filter field combination click on the button 'Add Filter' in the 'Configured Log Stores' panel.
5 You should not set up the monitoring for the exceptions in the Exception Management. If you activate the monitoring here, you will receive an alert (and if set up this way an email) for every single exception in the application log. Instead we will use Interface and Connection Monitoring to monitor the central exceptions store for exceptions.
The last step is the configuration of Interface and Connection Monitoring. The Interface and Connection Monitoring setup can be accessed via SAP Solution Manager Configuration (SOLMAN_SETUP).
Configuration for Monitoring Template: Cloud (SAP C4C)
To access the Integration Monitoring setup please go to SAP Solution Manager Configuration (SOLMAN_SETUP) → Application Operations → Integration Monitoring → Interface and Connections.
Navigate to the step 'Define Scope'. You can create a new scenario for the SAP Sales & Service Cloud monitoring or use an existing one. Make sure the on premise system for the SAP Sales & Service Cloud scenario and the Cloud Service created for SAP Sales & Service Cloud is part of the Interface and Connection Monitoring scenario.
Create the Interface Channel:
Maintain the Interface:
Since the data collection is based on the content of the global exceptions store, you can always check the collected exceptions in Exception Management. The filter parameters are part of the collection context of the exceptions.
The filters applied in Interface and Connection Monitoring allow you to filter the exceptions collected by the Exception Management further. However if the filters in Exception Management do not collect an exception, it is not available in the central exception store and you will not be able to find it in Interface and Connection Monitoring!
You can maintain attributes as described in the Interface and Connection Monitoring Setup on the tab 'Attributes'.
Thresholds and the collection schedule are maintained in the next step of the guided procedure. Once you have maintained all your channels, click 'Next' in the main guided procedure to move to the step 'Activation'.
Maintain Thresholds and Schedule:
If not active you can also activate the reporting for the channels by checking the box in the column 'Reporting'. This way you can see a history of the number of exceptions that happened and also place the metric on the OCC Dashboard in Focused Insights.