Wednesday, March 30, 2016

Telephony Integration in SAP Cloud for Customer

In the past I have done an accreditation on the integration of SAP BCM (the previous name of SAP's Contact Center solution) and SAP CRM onPremise. The past two years I have been working as a C4C consultant and obviously became interested in the possibilities of integrating C4C with SAP Contact Center. When one of my customers requested details about the integration possibilities between SAP BCM and C4C, I investigated the possibilities, which I would like to share here.

Wednesday, March 23, 2016

The Benefits Of Integrating Social Media In Cloud For Service - Twitter Integration.

SAP Cloud for Customer (C4C) consists of three pillars:
  • SAP Cloud for Sales
  • SAP Cloud for Service
  • SAP Cloud for Social Engagement
In this blog we will highlight the benefits of using Social Engagement in relation with SAP Cloud for Service. Whereas the areas of Sales and Service are extensively discussed and reviewed the Social Engagement part is not that known by the C4C user community. The blog will consists of two parts where part 1 will describe the advantages of Cloud for Social Engagement whereas part 2 will focus on setting up the integration between Twitter and SAP C4C.

Wednesday, March 16, 2016

How to show on premise data in C4C using SAP HANA Cloud Integration

One of the most requested developments within SAP Cloud for Customer (C4C) is extending screens with data from other resources.
This blog will be a step by step guide to display data from an on premise system in C4C via HANA Cloud Integration (HCI).

Developments can be split up in 3 different categories, i.e.: ECC, HCI and C4C. I will mainly focus on the C4C side, but will show some screenshots of the other developments as well.

Wednesday, March 9, 2016

SAP Cloud for Customer - Out of the Box integration

Integration of customer focussed systems such as SAP Cloud for Customer is no longer limited to only SAP ECC. Customers are asking for integration with social media and a variety of other tools and platforms, SAP C4C offers many of these integration capabilities, some of them out of the box. This blog provides an overview of the platforms and tools C4C integrates with and shows how easy it is to realize an integration using a mashup web service.

Wednesday, March 2, 2016

What's in store for the February release of SAP Cloud for Customer?

SAP updates its Cloud for Customer system four times a year and we have just had the first one of 2016.
I would like to share with you an extract of the fully detailed scope document for the highlights of new and improved functionalities of this release.
I am taking you on a trip through the different areas of interest: sales, service and overall.


Sales area independent relationships

As of the February release you can maintain sales area dependent relationships. This means that, when creating a relationship between two accounts, you can add your own defined sales area. During partner determination on your transactions, sales area data is taken into account. When you are running an integrated scenario with SAP ECC, this data is also replicated.
You need to activate sales area dependency for each relationship type in your system configuration.