SAP Sales & Service Cloud

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SAP Sales & Service Cloud

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.

Integration Scenario

For SAP Sales & Service Cloud the following integration scenarios are possible:

The different scenarios contain the following exceptions and point-to-point connections:

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

	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:

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

Technical Prerequisites

The following technical prerequisites have to be met in order to monitor this scenario:

Requires at least SAP Solution Manager 7.1 SP13 or SAP Solution Manager 7.2 SP03

Available Monitoring Content

SAP Solution Manager can collect two different kind of errors happening in SAP Sales & Service Cloud:

Application Errors
System Errors

Monitoring Template: Cloud (SAP C4C)

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.	Exception	7.1 SP13
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.	Exception	7.1 SP13

Connect Cloud Service

Preparations in SAP Sales & Service Cloud

Create a Communication Arrangement in SAP Sales & Service Cloud

Navigate to the 'Administrator' view in your SAP Sales & Service Cloud UI
Select 'Communication Systems' under Integration
Create a new communication system
- Host Name: Enter the host of SAP Solution Manager
- System Access Type: Select 'Internet'
Maintain System Instances
- Choose '5 - Web Service' as the preferred application protocol
Set the communication system to active via 'Actions' → 'Set to Active'
Navigate back to the 'Administrator' view and select Integration → 'Communication Arrangements'
Create a new Communication Arrangement
Scenario: Select 'Query Webservice Message for Monitoring'
Define Business Data: Select the SAP Solution Manager communication system
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
Review and Confirm.

Connect Cloud Service to SAP Solution Manager

The Cloud Services configuration is now accessible from the SAP Solution Manager Configuration (SOLMAN_SETUP) → Managed Systems Configuration → Tab 'Cloud Services'.

Create Cloud Service:

Select 'Cloud Service Operations' → Create Cloud Service
Select Service Type: 'SAP Cloud for Customer' from the drop-down list.
Define Service:
- Tenant: The SAP Cloud for Customer tenant ID
Define Root URL: Main URL (e.g. https://<myhost>.crm.ondemand.com)
- You can also adjust the extended service ID (The ID used as SID in LMDB) here.
Confirmation: Check your input values and click 'Finish'

The second step is to create the end-point for the cloud service.

Create the End-Point:

Select your SAP C4C cloud service from the list and click 'Configure Cloud Service'
Configure Endpoints: Click the 'Add' button on the 'HTTP Endpoints' tab.
Enter the following information:
- Description: A meaningful description
- User: User from Communication Arrangement
- Password: Password for the user
- If necessary add proxy information to connect to C4C

Monitoring Configuration

Step 1: Configure Exception Management

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:

Inbound (Messages sent to SAP Sales & Service Cloud):
- ErrorText: Filter on the error message
- InboundParty: SAP Sales & Service Cloud Tenant ID
- MessageDirection: INCOMING (1)
- OutboundParty: Concatenation of & and the Sender Communication System ID (e.g. &Q2CCLNT400)
- ReceiverServiceInterfaceName: SAP Sales & Service Cloud Service Interface Name
- SenderServiceInterfaceName: N/A
- UserID: Communication user
Outbound (Messages sent from SAP Sales & Service Cloud):
- ErrorText: Filter on the error message
- InboundParty: Set this to & and the Receiver Communication System ID to filter only for the first message (e.g. &Q2CCLNT400)
- MessageDirection: OUTGOING (2)
- OutboundParty: Set this to the Process Component of the virtual endpoint to filter only for the first message (e.g. BusinessPartnerDataManagement)
- ReceiverServiceInterfaceName: N/A
- SenderServiceInterfaceName: SAP Sales & Service Cloud Service Interface Name
- UserID: User in the error message. This could be the UI/business user or the communication user in case of confirmation messages.
For the outbound scenario there are typically two messages sent in SAP Sales & Service Cloud. The first one is send to a virtual internal endpoint. A second one is send to the real endpoint. Both can fail due to different reasons. If you do not provide a filter for Outbound and/or Inbound Party you will get both.

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.

Step 2: Configure Interface and Connection Monitoring

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:

Select the scenario and click 'Next'
In step 'Preparation' perform all relevant manual activities and run all automatic activities.
In step 'Configuration' click the 'Add' button.
- Channel Name: Enter a meaning full name (max. 30 characters)
- Type: Select 'Cloud'
- Monitoring Template: Select 'Cloud (SAP C4C)'
- Description: Enter a description for the channel
Click Next.
Source type:
- If the source system is the on premise system, please select 'Technical System'
- If the source system is the SAP Sales & Service Cloud system please select 'External Service'
Source: Select the on premise system resp. the SAP Sales & Service Cloud Cloud Service from the drop-down list
Target Type:
- If the target system is the on premise system, please select 'Technical System'
- If the target system is the SAP Sales & Service Cloud system please select 'External Service'
Target: Select the on premise system resp. the SAP Sales & Service Cloud Cloud Service from the drop-down list
The measuring point is selected automatically
If more than one client are connected for the on premise system please select the correct client for the monitoring
Click Next.
Click Finish.

Maintain the Interface:

Select the interface channel you created
On the 'Interfaces' tab click the 'Add' button.
Provide the following information:
- Interface name: Enter a name for the interface
- Service Interface name: The name of the web service that is called by the specific interface you want to monitor
- Main URL: The URL of the cloud system/service
- Message Direction (expert field): The direction of the message, this is usually set automatically depending if the C4C service is the source or the target system in the interface

Select Metrics:

On the tab 'Metrics' select the metrics you want to monitor
Enter metric-specific parameters:
- Parameter set name: This is not a parameter but rather a way to add a meaningful name to the parameter set (e.g. error type and user)
- Message Status: You can choose between application and system error messages
- User ID: The user ID of the user causing the error message
Save your interface channel by clicking on the 'Save' button.

Filter Values in Interface and Connection Monitoring

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.

Main URL: refers to the field MainUrl in the exception.
Service Interface name: Outbound- or InboundServiceInterfaceName (only one is filled depending on the message direction)
Message Status: Application Error or System Error

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:

Select the Alert for the interface channel (the alert is the line with the red flash icon next to it)
- On alert level you can maintain notification and incident message creation
- Do not remove the flag for 'Do not Group Individual Occurrences' as this flag ensures that an alert each time new exceptions are found during a data collection interval
Select the Metrics
- Do not change the data collector type or data collector name on the tab 'Data Collection' as the monitor will not work anymore if this is changed.
- Do not change the threshold if it is set to 'Already Rated'.
Click 'Apply and Activate' → <Choose one option> to activate the monitoring

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.