Product Documentation SAP Cloud for Customer August SAP Cloud for Customer Administrator Guide

Transcription

1 Product Documentation PUBLIC SAP Cloud for Customer Administrator Guide

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3 Table Of Contents 1 About SAP Cloud for Customer What's New for Administrators in SAP Cloud for Customer Getting Started Getting Started for SAP Cloud for Social Engagement Administrators Getting Started for SAP Cloud for Service Administrators Getting Started for SAP Cloud for Sales and Marketing Administrators Adding Company-Specific Help Business Configuration Configuring Your SAP Solution Implementing a Project Implementation Projects Quick Guide Make Changes to Your SAP Solution Scoping Tasks Activity List Marketing Activities Data Migration Reports View Configuration Change History Solution Proposal Current Scope Your Notes Summary General Settings Company About Job Definitions VIDEO: Setting Up Service Teams Setting Up Teams For Ticket Handling Setting Up Organizational Management Users Creating Administrators in SAP Cloud for Customer Creating or Editing Employee Data Business Users Quick Guide Configure Your Solution for Single Sign-On Enabling the Live Activity Pane Handling Authorization Restrictions Table Of Contents P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 3

4 Business Roles Security Policies Quick Guide Data Privacy Management Work Distribution VIDEO: Defining Routing Rules for Tickets Defining Rules for Ticket Routing Products Creating or Editing Products About Product Categories System Administration About Incidents Business Communication Monitoring Integration Communication Systems Quick Guide Communication Arrangements Quick Guide Enabling SAP Jam Integration Configuring an External Customer Service Portal Business Tasks and Workflow About Business Task Management Notification Lead Aging Notification Opportunity Stalled Notification Rules Quick Guide VIDEO: Defining Notification Rules Quick Guide for Approval Processes Service and Social Settings SLA Setup VIDEO: Prioritizing Tickets with Service Level Agreements About Service Levels About Service Categories Communication Channels VIDEO: Setting Up Channels Configuring Channels Document-Based Templates Creating a Security Certificate for HTTPS Enabled Computer Telephone Integration (CTI) Document Types and Status for Tickets Social Media Enabling Social Media Features Social Media Channels Custom Channels Social Media Message Import Runs Configuring Social Media Message Prioritization Settings Portal Adaptation Adapting Support Portal Screens Marking an Individual Customer as Obsolete , 2012, 2013 SAP AG. All rights reserved. P U B L I C Table Of Contents

5 7 Sales and Marketing Settings Configuring Sales Leads Opportunities Configuring Opportunities Maintaining Approval Settings for Opportunities Sales Quotes Configuring Sales Quotes Maintaining Approval Settings for Sales Quotes Sales Target Planning Territory Management Realignment of Accounts and Territories Quick Guide for Price Lists Response Options for Campaigns Templates Create Business Data Using Microsoft Excel Approval Processes Enabling Approval Processes Approval Processes Business Flexibility Adapting the User Interface for Your Company Administrator Adaptation Quick Guide VIDEO: Adapting the User Interface VIDEO: Adding Custom Fields to Reports Mashups and Web Services Tasks in Business Flexibility Setting Up the 360 Overview Adding Custom Reports to SAP Customer Insight Configuring External Search Sources Enabling SAP Jam Integration for Feed as a Separate View Enabling the Latest Group Updates for Accounts, Opportunities, Products, or Service Tickets Service and Social: Tasks in Business Flexibility Sales: Tasks in Business Flexibility Input and Output Management Print Queues Quick Guide and Fax Queues Quick Guide Form Template Selection Quick Guide Output Channel Selection Quick Guide Background Jobs Background Jobs Quick Guide Table Of Contents P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 5

6 11 Business Analytics About Business Analytics VIDEO: Adding Custom Fields to Reports VIDEO: Setting Navigation Targets for Reports Designing Reports Design Reports Quick Guide Working with Reports Using the Report Wizard Data Sources Key Figures Assign a Report Monitoring Quick Guide Upload and Download an Object Sales: Business Tasks and Workflow About Business Task Management Notification Lead Aging Notification Opportunity Stalled Quick Guide for Approval Processes Mobile Devices About Mobile Device Administration Adding Custom Reports to SAP Customer Insight SAP Customer Insight Report Patterns Adding Extension Fields to Smartphones Enabling ipad Offline Mode Mass Data Maintenance Appendix Implementation Projects Scoping Implementing a Project First Implementation Prepare the First Implementation Project Prepare a Change Project Configuration: Understand the Overall Migration Process Watermark Work Distribution Employee Work Distribution Quick Guide Organizational Work Distribution Quick Guide Business Flexibility Microsoft Office Template Maintenance Mashup Web Services Mashup Authoring , 2012, 2013 SAP AG. All rights reserved. P U B L I C Table Of Contents

7 15.4 Input and Output Management Output Management Business Analytics Working with Reports Business Background Layout Layout and Navigation Party Processing for SAP Cloud for Customer SAP Cloud for Customer System and Software Requirements Table Of Contents P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 7

8 1 About SAP Cloud for Customer SAP Cloud for Customer can be purchased along with one or more of the following separate products: SAP Cloud for Sales SAP Cloud for Service SAP Cloud for Social Engagement SAP Cloud for Customer Feature Matrix The following provides an overview of which features are available within each product , 2012, 2013 SAP AG. All rights reserved. P U B L I C About SAP Cloud for Customer

9 SAP Cloud for Customer Feature Matrix Product SAP Cloud for Customer Included Work Centers Home Page Included Work Center Views The home page is available to all users and does not require a specific work center assignment. If you make changes to the home page in the browser, or in SAP Customer Insight on the ipad, the changes are reflected in both places. Feed Feed SAP JAM Feed You must have a separate SAP Jam license to receive SAP Jam feeds. Activities Appointments s Phone Calls Tasks Blast Customers Accounts Contacts Individual Customers Individual customers are only supported in SAP Cloud for Service and SAP Cloud for Social Engagement. The social media features of SAP Cloud for Social Engagement are only supported for individual customers. People Employees Groups Products Products Price List Discount List Registered Products Price list and discount list features are only supported in SAP Cloud for Sales. Registered products are only supported in SAP Cloud for Service and SAP Cloud for Social Engagement. Library Data Privacy Management Work Personal Data Disclosure Personal Data Removal Read Access Logging About SAP Cloud for Customer P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 9

10 Product Included Work Centers Included Work Center Views SAP Cloud for Sales Includes SAP Cloud for Customer as well as the following: Administrator General Settings Sales and Marketing Settings Business Flexibility Background Jobs Business Analytics ID Mapping for Integration Workflow Input and Output Management Incidents Business Configuration Overview Implementation Projects Reports Analysis Sales Includes the following dashboards: Sales Overview Pipeline Win/Loss Sales Performance Pipeline Sourcing Performance Forecast Partner Management Marketing Overview Reports Sales Opportunities Forecasts Forecast Administration Pipeline Simulation Sales Leads Sales Quotes Territories Realignment Runs Sales Target Planning Sales Planning Reports Marketing Marketing Leads Campaigns Campaign File Formats Response Options Target Groups Competitors Competitors Competitor Products Service Control Center Overview SAP Store Orders User Subscriptions Maintenance Schedule System Availability , 2012, 2013 SAP AG. All rights reserved. Systems P U B L I C Contact Details About SAP Cloud for Customer

11 Product Included Work Centers Included Work Center Views SAP Cloud for Service Includes SAP Cloud for Customer as well as the following: Administrator General Settings Service and Social Settings SLA Setup Communication Channels Portal Adaptation Business Flexibility Background Jobs Business Analytics ID Mapping for Integration Workflow Notification Rules Input and Output Management Incidents Business Configuration Overview Implementation Projects Reports Analysis Service Overview Executive Manager Performance Reports Customer Service Queue Tickets Templates Unassociated s Service Control Center Overview SAP Store Orders User Subscriptions Maintenance Schedule System Availability Systems Contact Details Mass Data Maintenance Account Hierarchy About SAP Cloud for Customer P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 11

12 Product Included Work Centers Included Work Center Views SAP Cloud for Social Engagement Includes SAP Cloud for Customer as well as the following: Administrator General Settings Service and Social Settings Business Flexibility Background Jobs Business Analytics ID Mapping for Integration Workflow Notification Rules Input and Output Management Incidents Business Configuration Overview Implementation Projects Reports Analysis Service Overview Executive Manager Performance Reports Customer Service Queue Tickets Social Media Messages Templates Unassociated s Service Control Center Overview SAP Store Orders User Subscriptions Maintenance Schedule System Availability Systems Contact Details Mass Data Maintenance Account Hierarchy SAP Cloud for Customer Library Depending on the individual products to which you have subscribed, you may have access to one or more of these feature sets. If you select the SAP Cloud for Customer Library link from the Help Center, you have access to the entire documentation library for all of these products. This library is divided into the following sections: General Features These features are available to you regardless of which product you have purchased , 2012, 2013 SAP AG. All rights reserved. P U B L I C About SAP Cloud for Customer

13 Sales and Marketing Features These features are only available to you if you have subscribed to SAP Cloud for Sales. Service Features These features are only available to you if you have subscribed to SAP Cloud for Service. Social Features These features are only available to you if you have subscribed to SAP Cloud for Social Engagement. The Administrator Guide includes the following topics covering the tasks required to set up and configure each of the associated products: Getting Started for SAP Cloud for Sales Administrators Getting Started for SAP Cloud for Service Administrators Getting Started for SAP Cloud for Social Engagement Administrators Even though the documentation may describe a specific feature, you will not be able to access or use this feature unless you have subscribed to the specific product to which it pertains as outlined in the feature matrix above. User Interface Layout and Navigation For more information on the UI layout and navigation of SAP Cloud for Customer, see Layout and Navigation. [page 433] System and Software Requirements See: SAP Cloud for Customer System and Software Requirements [page 442] Copyright and Trademarks Copyright 2011, 2012, 2013 SAP AG. All rights reserved. To view the copyright in its entirety, along with important disclaimers and trademark information, see Copyrights and Trademarks. About SAP Cloud for Customer P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 13

14 2 What's New for Administrators in SAP Cloud for Customer The solution name has changed from SAP Customer OnDemand to SAP Cloud for Customer. This document provides information about what s new and what's changed for administrators of SAP Cloud for Customer. For more information on the new and changed features in this release, see What's New in SAP Cloud for Customer. New and Changed Features General Features What's New Business Configuration for Relationships You can now add your own relationship types according to your specific business needs. To define your own relationships and their related attributes, select the General Business Partners fine-tuning activity and choose Maintain Relationships. Data Sources Several new data sources have been added, including data sources related to custom relationship types and visits. For more information, see Overview of Data Sources for SAP Cloud for Sales [page 293] and Overview of Data Sources for SAP Cloud for Service or Social Engagement [page 291]. Data Privacy Management Data privacy has been enabled allowing you to protect employee data. For example, you can remove employee data from your solution upon employee request. For more information, see Data Privacy Management [page 141]. SAP Jam Feed If you have integrated your SAP Cloud for Customer solution with SAP Jam, you now have the option to use SAP Jam as your source for the Feed. You can enable this feature during the scoping process. For more information on the different options using SAP Jam Feed, see: Getting Started for SAP Sales and Marketing Administrators [page 28] Getting Started for SAP Cloud for Service Administrators [page 23] Getting Started for SAP Cloud for Social Engagement Administrators [page 18] For more information on scoping, see: Enabling Features in Scoping for SAP Cloud for Sales [page 41] Enabling Features in Scoping for SAP Cloud for Service or Social Engagement [page 46] If you choose to switch to the SAP Jam Feed as your primary source, but were previously accessing the SAP Jam Feed as a separate view under Feed SAP Jam Feed, then you should remove the SAP Jam Feed work center view (ROBUSFEEDS_WCVIEW) for all your users. Auto-Logoff , 2012, 2013 SAP AG. All rights reserved. P U B L I C What's New for Administrators in SAP Cloud for Customer

15 For security reasons, users are automatically logged off of the system if they have been inactive in the system for a certain period of time. By default, inactive users are logged off of the system after 1 hour. You can now change the default auto-logoff time, in the Adapt menu, select Company Settings and then Auto-Logoff. What's Changed Obsolete Accounts and Contacts Obsolete accounts and contacts are no longer included in the pre-defined filters. As an administrator, you can adapt the relevant screens by creating and saving a query or filter so that all users can view obsolete accounts and contacts. For more information, see Working with Lists or watch the video Adapting the User Interface Sales Features What's New Retail Execution You can now plan, execute and track in-store activities by sales personnel. You can plan visits, activities, and create site surveys in the browser interface. Field sales personnel can use the mobile solution, SAP Cloud for Customer for ipad, to check in and check out of a site visit, fill out surveys, set tasks to complete, and create sales quotes that include a graphical customer signature. For more information, see Visits, Activity Planner, Surveys, and SAP Cloud for Customer for ipad. For more information about the scoping settings necessary to enable retail execution, see Enabling Features in Scoping for SAP Cloud for Sales [page 41] Sales Quotes When you set up sales quotes, you can do the following: Define rules to send notifications to external recipients. For more information, see Notification Rules Quick Guide [page 173]. Migrate sales quote documents to your cloud solution. Define certain fields as read-only. Control certain user actions such as create or delete a sales quote. Assign new document types to the process variant With Direct Customer Acceptance, which provides no document validity dates and avoids form output. Rename the Sales Quote standard document type. For more information, see Configuring Sales Quotes [page 220]. Service Features What's New Support Portal Features If your solution includes the SAP HANA Cloud Portal, Support Site Option, the following new features are available: Your customers' portal site administrators now have the option to view only their own tickets in the ticket list widget by selecting the associated checkbox. You can adapt the ticket list screen to allow your customers' portal site administrators to see the address of the contact who created each ticket on the ticket list widget. The ticket details widget includes a new field for user status where the customer can choose from a list of statuses that map to the general ticket lifecycle statuses. This user status is the way in which customers can reopen a completed ticket, for example. Microsoft Internet Explorer 8 is now supported. Enabling Target Groups for Mass Communication What's New for Administrators in SAP Cloud for Customer P UB LIC 2011, 2012, 2013 SAP AG. All rights reserved. 15

16 You can enable target groups to allow employees to send mass s to groups. For more information, see Enabling Features in Scoping for SAP Cloud for Service or Social Engagement [page 46]. Outbound Phone Calls Enabling Outbound Phone Calls To allow employees to call customers by clicking on a customer s telephone number, you can enable outbound phone calls. For more information, see Enabling Features in Scoping for SAP Cloud for Service or Social Engagement [page 46]. Outbound Phone Call Security You can enable security in your solution for outbound phone calls by enabling HTTPS for your solution through scoping. For more information, see Enabling Features in Scoping for SAP Cloud for Service or Social Engagement [page 46]. Security for You can enable S/MIME security for channels in your solution. For more information, see Configuring Channels [page 183]. Migration and Mass Data Update of Registered Products During your first implementation project, you can now migrate registered products. Review the Activity List for your project, open the Migration of Registered Products activity and refer to the system documentation link. You can also perform a mass data update of registered products via the Mass Data Maintenance tab. Recurring Service Level Agreements You can set service level agreements so that response times are calculated each time a customer responds to a message. For more information, see About Service Levels [page 179]. What's Changed Support Portal Features If your solution includes the SAP HANA Cloud Portal, Support Site Option, the following features are available: Your customers can no longer edit ticket details in all ticket lifecycle statuses. If a ticket is closed, the ticket details widget is read-only. If a ticket is completed, the only field open for editing is the user status field where the customer can change the status and reopen a ticket. If a ticket is open or in process, all fields remain open for editing. On the create ticket widget, the incident category is now disabled until a service category is chosen. On the create ticket and ticket detail widgets, there is no longer a link to return to the ticket list. Portal users must use the page-level navigation instead. The customer icon (image) has been removed from the create ticket widget. New Attributes for Flexible Notifications You can now create flexible notifications for tickets using additional attributes. This allows you to define notification rules using placeholders related to ticket type, account data, or cause category, for example. You can also define a condition, using the Changed by Name, where a notification is sent to the processing agent on a ticket anytime someone else makes changes to the ticket. Social Features What's New Enabling Posts to Multi-Level Comments in Facebook You can enable your solution to allow nested comments in Facebook. For more information, see Enabling Features in Scoping for SAP Cloud for Service or Social Engagement [page 46]. As a prerequisite, your company s Facebook page must allow multi-level commenting , 2012, 2013 SAP AG. All rights reserved. P U B L I C What's New for Administrators in SAP Cloud for Customer

17 Notifications for Social Media Import Run You can create automatic notifications for discrepancies that may occur for social media import data runs. For more information, see Notification Rules Quick Guide [page 173]. Integration Features What's New Custom Fields Technical Names You can now define the technical name for new fields you add via adaptation. This allows you to maintain the same technical name across both your test and productive tenants. As a result, the WSDL name space that is generated with the new extension field remains the same for all tenants, eliminating the need to double maintain the field mapping to external systems in integration scenarios. Technical names cannot be changed for custom fields created in previous releases, so in those cases, you still need to double map the fields to external systems. Custom Fields Available in SDK You can now write custom logic using the SDK for new fields you add via adaptation. For more information, refer to the SDK documentation covering creating references to customer-specific fields. In order to make custom fields from previous releases available in the SDK, an SDK development tenant must be created from a client copy of your productive tenant. How-To Videos Additional training videos for administrators have been published. To watch them, see How-To Videos. What's New for Administrators in SAP Cloud for Customer P UB LI C 2011, 2012, 2013 SAP AG. All rights reserved. 17

18 3 Getting Started 3.1 Getting Started for SAP Cloud for Social Engagement Administrators As an administrator, you are responsible for setting up the system and making all the necessary initial settings, such as creating users, setting up social media channels, and establishing teams for ticket routing. After you go live, you are also responsible for regular day-to-day tasks like user management and handling incidents, as well as making sure the system runs smoothly. About SAP Cloud for Social Engagement SAP Cloud for Social Engagement includes all the customer service and social media features of SAP Cloud for Customer and is built on SAP Business ByDesign which can be used as a platform. For more information on the work centers and work center views included in the solution, see About SAP Cloud for Customer [page 8]. For information on the system and software requirements, see here [page 442]. For information on the solution landscape and security, refer to the SAP Cloud for Customer Security Guide available on the SAP Service Marketplace at Setup and Configuration Tasks Create Administrators You must create one or more administrators from your initial user before proceeding with the rest of the tasks below. For more information, see Creating Administrators in SAP Cloud for Customer [page 96]. Prepare and Configure Your First Implementation Project Business Configuration Implementation Projects is your starting point for setting up and configuring your SAP Cloud for Customer solution. Administrators can set up and adapt the SAP Cloud for Customer solution to meet your company's specific business requirements by selecting capabilities to incorporate into your solution during scoping. For more information about the general settings and procedures for editing your project scope, see Prepare the First Implementation Project [page 337]. See Also Implementation Projects Quick Guide [page 36] Implementing a Project - First Implementation [page 329] , 2012, 2013 SAP AG. All rights reserved. P U B L I C Getting Started

19 Key Tasks and Activities for Customer Service and Social Media Features Phase Edit Project Scope Activity List Activity In your SAP solution, scoping is the process of matching your individual business requirements to predefined solution capabilities using the business adaptation catalog. The catalog structures all available capabilities for the solution into a hierarchy of business areas, packages, topics, and options. For more information, see Enabling Features in Scoping for SAP Cloud for Service or Social [page 46]. Once you have finished preparing an implementation project, you can begin to work with the Activity List for the project. The list is automatically generated by the system based on your scoping decisions and the activities are grouped by phases. It includes all mandatory implementation and project management activities that you should complete before your solution goes live. For more information, see Complete the Activity List [page 56]. Create or Upload Job Definitions To create a list of the jobs required within your company, you can either enter job definitions manually or import them using the migration tool. For more information on how to create job definitions, go to the Activity List for your project, open the Job Definitions activity and refer to the system documentation links, Read About... See Also About Job Definitions [page 89] Enter or Migrate Employee Data You can create employee data either by entering employee data manually (entering one employee after another), or by using the migration tool to import a large number of employees at the same time. For more information on how to enter or migrate employee data, go to the Activity List for your project, open the Migration of Employee Data activity and refer to the system documentation links, Read About... See Also Creating or Editing Employee Data [page 98] Create Business Roles (optional) Business roles allow you to predefine access rights as a template that you can assign to multiple business users who are to perform similar business tasks. For information on how to create business roles, watch the video Assigning User Access Rights by Roles browse the Business Roles Quick Guide [page 110]., or For information on recommended business roles, see Recommended Business Roles and Work Center Assignments for SAP Cloud for Social Engagement [page 132]. Maintain Business Users Once you have created employees, you must edit their business user attributes and access rights. For information on how to maintain business user information, see the Business Users Quick Guide [page 99]. If you choose to employ access restrictions when assigning access rights, the ticket and individual customer detail screens are not supported. Getting Started P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 19

20 Set Up Your Organizational Structure You can use organizational units to establish teams for ticket processing. Once you have created your org units, you can define work distribution rules for ticket and escalation routing. For more information on how to manually set up or import your organizational structure, go to the Activity List for your project, open the Perform Organizational Structure Setup activity and refer to the system documentation link, Read About... For information that is specific to the customer service and social media features of SAP Cloud for Customer, watch the video Setting Up Service Teams, or see Setting Up Teams for Ticket Handling [page 90]. Adding Social Media Channels Enabling Social Media Features Your system is delivered with the social media features available but hidden. In order to access the social media related administrator activities as well as enable social media related fields for agent views, you must adapt the system and enable the social media features. For more information, see Enabling Social Media Features [page 192]. Add Twitter Channels In order for the system to retrieve messages from and enable agents to respond via a Twitter handle, you must set up a social media channel for that handle. For information on how to set up this channel, watch the video Adding a Twitter Channel Social Media Channel [page 195]., or see Adding a Twitter Add SAP Social Media Analytics Channels SAP Cloud for Social Engagement can be used with SAP Social Media Analytics for monitoring topics on Twitter and other sources. You must set up a web service for each of your SAP Social Media Analytics topics and then a social media channel for each of those web services. For information on how to set up this web service, watch the video Configuring an SAP Social Media Analytics Web Service, or see Setting up a Mashup Web Service for SAP Social Media Analytics by NetBase [page 270]. For information on how to set up this channel, watch the video Adding an SAP Social Media Analytics Channel, or see Adding an SAP Social Media Analytics Channel [page 197]. Add Facebook Channels In order for the system to retrieve messages from a Facebook page and to enable agents to post responses back to that page, you must set up a social media channel for the Facebook page. For information on how to set up this channel, watch the video Adding a Facebook Channel Facebook Social Media Channel [page 193]., or see Adding a Add Custom Channels Your system can retrieve messages from custom channels created by your partners. This process also allows agents to post responses back to the custom channel. In order to set up a custom channel in your system you must deliver development specifications to your partner and then set up the custom channel in your system. For information on how to set up custom channels, see Create A Custom Channel Type [page 199]. Add as a Communication Channel In order for the system to convert incoming s to tickets and to allow agents to respond via , you need to maintain the associated settings. For more information, watch the video Setting Up channels [page 183]., or see Configuring Channels , 2012, 2013 SAP AG. All rights reserved. P U B L I C Getting Started

21 Configure Your Customer Service Portal (optional) If your system includes integration to SAP HANA Cloud Portal, Support Site Edition, you can adapt the widgets using the Portal Adaptation screens. For more information, see Adapting Support Portal Screens [page 209]. If your system does not include integration to SAP HANA Cloud Portal, Support Site Edition, you can still include an external customer service portal integration in your scoping. You also need to add a communication system and create a communication arrangement for that portal. For more information see, Configuring an External Customer Service Portal [page 171]. Configure Chat (optional) To enable chat as a communication channel using your SnapEngage account, you can configure the system to include a link when you open a ticket in the workspace. The agent can then insert an automatically generated chat URL to a response. For information on how to configure the chat URL generator, see Configuring the Chat URL Generator [page 268]. Creating a Security Certificate for HTTPS Enabled Computer Telephone Integration (optional) If you have scoped your system to have HTTPS security for computer telephony integration, you need to create a security certificate. For an example of how to create the security certificate, see Creating a Security Certificate for HTTPS Enabled Computer Telephone Integration (CTI) [page 188]. Creating Ticket Types (optional) Ticket types are an attribute of tickets that you can use, for example, when defining service level agreements. You can define ticket types based on your company's business processes. For more information about creating ticket types, see Document Types and Status for Tickets [page 63]. Define Service Levels and Service Categories Service levels are used to calculate reaction times and due dates for incoming customer messages. For information on how to create service levels and define service level determination rules, watch the video Prioritizing Tickets with Service Level Agreements, or see the document About Service Levels [page 179]. Service categories are classifications of customers that are used throughout the system to determine service levels. For information on how to create service categories, see About Service Categories [page 181]. Create or Migrate Product Categories and Product Data It is important to have complete and accurate information on all the materials your company offers. This requires you to maintain both product categories and product data either can be done manually or using the migration tool. For more information on how to maintain product categories, go to the Activity List for your project, open the Product Category Hierarchy activity and refer to the system documentation link, Read About... For more information on how to maintain product data, go to the Activity List for your project, open the Migration of Materials activity and refer to the system documentation link, Read About... See Also About Product Categories [page 146] Creating or Editing Products [page 145] Getting Started P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 21

22 Define Work Distribution Rules for Ticket Routing Work distribution rules assign work to an organizational unit or employee. You can define rules that route tickets to specific agent or team queues. For more information, watch the video Defining Routing Rules for Tickets Using the Work Distribution Rules see Defining Rules for Ticket Routing [page 143]., or Configure Message Prioritization You can configure the system to automatically assign priority to messages posted by your customers via any of your social media channels. For more information, see Configuring Social Media Message Prioritization Settings [page 207]. Schedule Social Media Message Import Runs In order for the system to retrieve messages from your defined social media channels, you need to create and then schedule a social media message import runs. For information, see Creating or Editing a Social Media Message Import Run [page 203]. Configure Knowledge Base Integration By integrating an external knowledge base, you enable agents to search for solutions, review recommended solutions, and attach articles to responses directly while working on the ticket. For more information, watch the video Creating a Knowledge Base Mashup Integration [page 263]., or see Configuring Knowledge Base Configure Knowledge Base Integration With Single Sign-On By integrating an external knowledge base, you enable agents to search for solutions, review recommended solutions, and attach articles to responses directly while working on the ticket. By enabling single sign-on, you restrict the type of knowledge base articles that will be visible to an agent, reducing the amount of articles an agent will have to search through. For more information, see Configuring Knowledge Base Integration with Single Sign-On Capability [page 265]. Configure the URL Shortener You can configure the URL shortener so that agents can attach knowledge base articles to ticket responses. For information, see Configuring the URL Shortener [page 269]. Configure Klout You can configure the system to retrieve and display the Klout score and other information for customer profiles created from Twitter messages. For more information, see Configuring Klout [page 272]. Enable SAP Jam Integration Before you begin your SAP Jam integration, you must decide how to implement the SAP Jam Feed. You have the following options: You can use the native Feed only. You can use SAP Jam as your primary source for the Feed , 2012, 2013 SAP AG. All rights reserved. P U B L I C Getting Started

23 You can use the SAP Jam Feed as a separate view under Feed SAP Jam Feed. This option is recommended only if you have previously enabled SAP Jam and would like to begin using SAP Jam Feed. This decision will impact the following enablement steps: Turn on SAP Jam integration during the scoping process. During this time, you can choose to use SAP Jam as the primary source for the Feed. For more information, see Enabling Features in Scoping for SAP Cloud for Service or Social [page 46]. To configure the integration of your Cloud for Customer system and your SAP Jam system, see Enabling SAP Jam Integration [page 169]. After you enable SAP Jam integration, users can then create groups associated with accounts, opportunities, products, or service tickets. To configure your solution to display the latest updates about these items from the Groups tab on the relevant details screen, see Enabling SAP Jam Integration for Accounts, Opportunities, Products, or Service Tickets [page 260]. If you have chosen to see the SAP Jam Feed as a separate view, see Enabling SAP Jam Integration for Feed as a Separate View [page 258]. For additional information about SAP Jam, visit the SAP Help Portal. Create Notification Rules You can create and edit rules for both task and notifications. Notifications are sent to users to inform them when business objects have been changed in the system and about any tasks resulting from these changes. For more information, watch the video Defining Notification Rules [page 173]., or see the Notification Rules Quick Guide Enable Notification Templates (optional) You can create document-based templates for use with the enhancement option SEND_ _NOTIFICATION, implemented via the SDK. For more information, see Enabling Document-Based Templates for Notifications. Configure External Search Sources You can configure the global search feature to include external sources. Several external sources (URL mashups) are shipped with the solution and can be activated or deactivated as desired. You can also add new external sources. For more information, see Configuring External Search Sources [page 257]. 3.2 Getting Started for SAP Cloud for Service Administrators As an administrator, you are responsible for setting up the system and making all the necessary initial settings, such as creating users, integrating an external knowledge base, and establishing teams for ticket routing. After you go live, you are also responsible for regular day-to-day tasks like user management and handling incidents as well as generally making sure the system runs smoothly. About SAP Cloud for Service SAP Cloud for Service includes the customer service features of SAP Cloud for Customer and is built on SAP Business ByDesign which can be used as a platform. For more information on the work centers and work center views included in the solution, see About SAP Cloud for Customer [page 8] Getting Started P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 23

24 For information on the system and software requirements, see here [page 442]. For information on the solution landscape and security, refer to the SAP Cloud for Customer Security Guide available on the SAP Service Marketplace at Setup and Configuration Tasks Create Administrators You must create one or more administrators from your initial user before proceeding with the rest of the tasks below. For more information, see Creating Administrators in SAP Cloud for Customer [page 96]. Prepare and Configure Your First Implementation Project Business Configuration Implementation Projects is your starting point for setting up and configuring your SAP Cloud for Customer solution. Administrators can set up and adapt the SAP Cloud for Customer solution to meet your company's specific business requirements by selecting capabilities to incorporate into your solution during scoping. For more information about the general settings and procedures for editing your project scope, see Prepare the First Implementation Project [page 337]. See Also Implementation Projects Quick Guide [page 36] Implementing a Project - First Implementation [page 329] Key Tasks and Activities for Customer Service Features Phase Edit Project Scope Activity List Activity In your SAP solution, scoping is the process of matching your individual business requirements to predefined solution capabilities using the business adaptation catalog. The catalog structures all available capabilities for the solution into a hierarchy of business areas, packages, topics, and options. For more information, see Enabling Features in Scoping for SAP Cloud for Service or Social [page 46]. Once you have finished preparing an implementation project, you can begin to work with the Activity List for the project. The list is automatically generated by the system based on your scoping decisions and the activities are grouped by phases. It includes all mandatory implementation and project management activities that you need to complete before your solution can go live. For more information, see Complete the Activity List [page 56]. Create or Upload Job Definitions To create a list of the jobs required within your company, you can either enter job definitions manually or import them using the migration tool. For more information on how to create job definitions, go to the Activity List for your project, open the Job Definitions activity and refer to the system documentation links, Read About... See Also About Job Definitions [page 89] Enter or Migrate Employee Data You can create employee data either by entering employee data manually (entering one employee after another), or by using the migration tool to import a large number of employees at the same time. For more information on how to enter or migrate employee data, go to the Activity List for your project, open the Migration of Employee Data activity and refer to the system documentation links, Read About... See Also , 2012, 2013 SAP AG. All rights reserved. P U B L I C Getting Started

25 Creating or Editing Employee Data [page 98] Create Business Roles (optional) Business roles allow you to predefine access rights as a template that you can assign to multiple business users who are to perform similar business tasks. For information on how to create business roles, watch the video Assigning User Access Rights by Roles browse the Business Roles Quick Guide [page 110]., or For information on recommended business roles for SAP Cloud for Service, see Recommended Business Roles and Work Center Assignments for SAP Cloud for Service [page 125]. Maintain Business Users Once you have created employees, you must edit their business user attributes and access rights. For information on how to maintain business user information, see the Business Users Quick Guide [page 99]. If you choose to employ access restrictions when assigning access rights, the ticket and individual customer detail screens are not supported. Set Up Your Organizational Structure You can use organizational units to establish teams for ticket processing. Once you have created your org units, you can also define work distribution rules for ticket and escalation routing. For more information on how to manually set up or import your organizational structure, go to the Activity List for your project, open the Perform Organizational Structure Setup activity and refer to the system documentation link, Read About... For information that is specific to the customer service features of SAP Cloud for Customer, watch the video Setting Up Service Teams, or see Setting Up Teams for Ticket Handling [page 90]. Add as a Communication Channel In order for the system to convert incoming s to tickets and to allow agents to respond via , you need to maintain the associated settings. For more information, watch the video Setting Up channels [page 183]., or see Configuring Channels Configure Your Customer Service Portal (optional) If your system includes integration to SAP HANA Cloud Portal, Support Site Edition, you can adapt the widgets using the Portal Adaptation screens. For more information, see Adapting Support Portal Screens [page 209]. If your system does not include integration to SAP HANA Cloud Portal, Support Site Edition, you can still include an external customer service portal integration in your scoping. You also need to add a communication system and create a communication arrangement for that portal. For more information see, Configuring an External Customer Service Portal [page 171]. Configure Chat (optional) To enable chat as a communication channel using your SnapEngage account, you can configure the system to include a link when you open a ticket in the workspace. The agent can then insert an automatically generated chat URL to a response. For more information, see Configuring the Chat URL Generator [page 268]. Getting Started P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 25

26 Creating a Security Certificate for HTTPS Enabled Computer Telephone Integration (optional) If you have scoped your system to have HTTPS security for computer telephony integration, you need to create a security certificate. For an example of how to create the security certificate, see Creating a Security Certificate for HTTPS Enabled Computer Telephone Integration (CTI). [page 188] Creating Ticket Types (optional) Ticket types are an attribute of tickets that you can use, for example, when defining service level agreements. You can define ticket types based on your company's business processes. For more information about creating ticket types, see Document Types and Status for Tickets [page 63]. Define Service Levels and Service Categories Service levels are used to calculate reaction times and due dates for incoming customer messages. For information on how to create service levels and define service level determination rules, watch the video Prioritizing Tickets with Service Level Agreements, or see the document About Service Levels [page 179]. Service categories are classifications of customers that are used throughout the system to determine service levels. For information on how to create service categories, see About Service Categories [page 181]. Create or Migrate Product Categories and Product Data It is important to have complete and accurate information on all the materials your company offers. This requires you to maintain both product categories and product data either can be done manually or using the migration tool. For more information on how to maintain product categories, go to the Activity List for your project, open the Product Category Hierarchy activity and refer to the system documentation link, Read About... For more information on how to maintain product data, go to the Activity List for your project, open the Migration of Materials activity and refer to the system documentation link, Read About... See Also About Product Categories [page 146] Creating or Editing Products [page 145] Define Work Distribution Rules for Ticket Routing Work distribution rules assign work to an organizational unit or employee. You can define rules that route tickets to specific agent or team queues. For more information, watch the video Defining Routing Rules for Tickets Using the Work Distribution Rules see Defining Rules for Ticket Routing [page 143]., or Configure Knowledge Base Integration By integrating an external knowledge base, you enable agents to search for solutions, review recommended solutions, and attach articles to responses directly while working on the ticket. For more information, watch the video Creating a Knowledge Base Mashup Integration [page 263]., or see Configuring Knowledge Base Configure Knowledge Base Integration With Single Sign-On By integrating an external knowledge base, you enable agents to search for solutions, review recommended solutions, and attach articles to responses directly while working on the ticket. By enabling single sign-on, you restrict the type of knowledge base articles that will be visible to an agent, reducing the amount of articles an agent will have to search through , 2012, 2013 SAP AG. All rights reserved. P U B L I C Getting Started

27 For more information, see Configuring Knowledge Base Integration with Single Sign-On Capability [page 265]. Configure the URL Shortener You can configure the URL shortener so that agents can attach knowledge base articles to ticket responses. For more information, see Configuring the URL Shortener [page 269]. Enable SAP Jam Integration Before you begin your SAP Jam integration, you must decide how to implement the SAP Jam Feed. You have the following options: You can use the native Feed only. You can use SAP Jam as your primary source for the Feed. You can use the SAP Jam Feed as a separate view under Feed SAP Jam Feed. This option is recommended only if you have previously enabled SAP Jam and would like to begin using SAP Jam Feed. This decision will impact the following enablement steps: Turn on SAP Jam integration during the scoping process. During this time, you can choose to use SAP Jam as the primary source for the Feed. For more information, see Enabling Features in Scoping for SAP Cloud for Service or Social [page 46]. To configure the integration of your Cloud for Customer system and your SAP Jam system, see Enabling SAP Jam Integration [page 169]. After you enable SAP Jam integration, users can then create groups associated with accounts, opportunities, products, or service tickets. To configure your solution to display the latest updates about these items from the Groups tab on the relevant details screen, see Enabling SAP Jam Integration for Accounts, Opportunities, Products, or Service Tickets [page 260]. If you have chosen to see the SAP Jam Feed as a separate view, see Enabling SAP Jam Integration for Feed as a Separate View [page 258]. For additional information about SAP Jam, visit the SAP Help Portal. Create Notification Rules You can create and edit rules for both task and notifications. Notifications are sent to users to inform them when business objects have been changed in the system and about any tasks resulting from these changes. For more information, watch the video Defining Notification Rules [page 173]., or see the Notification Rules Quick Guide Enable Notification Templates (optional) You can also use your document-based templates with the enhancement option SEND_ _NOTIFICATION, implemented via the SDK. For more information, see Enabling Document-Based Templates for Notifications. Configure External Search Sources You can configure the global search feature to include external sources. Several external sources (URL mashups) are shipped with the solution and can be activated or deactivated as desired. You can also add new external sources. For more information, see Configuring External Search Sources [page 257]. Getting Started P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 27

28 3.3 Getting Started for SAP Cloud for Sales and Marketing Administrators As an administrator, you are responsible for setting up the solution and performing the necessary configuration, such as creating users. After you go live, you are also responsible for day-to-day support tasks, like user management and incident handling, and for making certain that the solution runs smoothly. About SAP Cloud for Sales SAP Cloud for Sales includes the sales and marketing features of SAP Cloud for Customer. For information about system and software requirements, see SAP Cloud for Customer System and Software Requirements [page 442]. For information about security considerations for your solution, refer to the SAP Cloud for Customer Security Guide, located on SAP Service Marketplace, at Setup and Configuration Tasks Create Administrators Before you proceed with the tasks below, you must create one or more administrators from your initial user. For more information, see Creating Administrators in SAP Cloud for Customer [page 96]. Prepare and Configure Your First Implementation Project Business Configuration Implementation Projects is your starting point for setting up and configuring your SAP Cloud for Customer solution. Administrators can set up and adapt the SAP Cloud for Customer solution to meet your company's specific business requirements by selecting capabilities to incorporate into your solution during scoping. For more information about the general settings and procedures for editing your project scope, see Prepare the First Implementation Project [page 337]. See Also Implementation Projects Quick Guide [page 36] Implementing a Project - First Implementation [page 329] Key Tasks and Activities for Sales and Marketing Features Phase Edit Project Scope Activity In your SAP solution, scoping is the process of matching your individual business requirements to predefined solution capabilities using the business adaptation catalog. The catalog structures all available capabilities for the solution into a hierarchy of business areas, packages, topics, and options. For more information, see Enabling Features in Scoping for SAP Cloud for Sales [page 41] , 2012, 2013 SAP AG. All rights reserved. P U B L I C Getting Started

29 Phase Activity List Activity Once you have finished preparing an implementation project, you can begin to work with the project's Activity List. The list is automatically generated by the solution, based on your scoping decisions, and its activities are grouped by phases. It includes all mandatory implementation and project management activities to be completed before your solution can go live. For more information, see Complete the Activity List [page 56]. Enable Duplicate Checks for Accounts and Contacts You can scope the solution to check for duplicate accounts and contacts and to notify users, when applicable, that they have attempted to create an account or contact that may already exist in the solution. For more information, see Enabling Features in Scoping for SAP Cloud for Sales [page 41]. Create or Upload Job Definitions To create a list of the jobs required within your company, you can either enter job definitions manually or import them using the migration tool. For more information on how to create job definitions, review the Activity List for your project, open the Job Definitions activity and refer to the system documentation links, Read About... See Also About Job Definitions [page 89] Set Up Your Organizational Structure You can use organizational units to establish sales and marketing teams. For more information on how to manually set up or import your organizational structure, go to the Activity List for your project, open the Perform Organizational Structure Setup activity and refer to the system documentation link, Read About... For information that is specific to the sales and marketing features of SAP Cloud for Customer, see Setting Up Organizational Management [page 93]. Enter or Migrate Employee Data You can create employee data either by entering employee data manually (entering one employee after another), or by using the migration tool to import a large number of employees at the same time. For more information on how to enter or migrate employee data, review the Activity List for your project, open the Migration of Employee Data activity and refer to the system documentation links, Read About... See Also Creating or Editing Employee Data [page 98] Create Business Roles (optional) Business roles allow you to predefine access rights as a template that you can assign to multiple business users who are to perform similar business tasks. For information on how to create business roles, watch the video Assigning User Access Rights by Roles or browse the Business Roles Quick Guide [page 110]. For information on the business roles that are recommended for the sales and marketing features of SAP Cloud for Customer, see Recommended Business Roles and Work Center Assignments for SAP Cloud for Sales [page 114]. Getting Started P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 29

30 Maintain Business Users Once you have created employees, you must edit their business user attributes and access rights. For information on how to maintain business user information, see the Business Users Quick Guide [page 99]. Set Up Retail Execution (optional) Using this feature, you can plan, execute, and track in-store activities by sales personnel. You can plan visits, activities, and create site surveys in the browser interface. Field sales personnel can use the mobile solution, SAP Cloud for Customer for ipad, to check in and check out of a site visit, fill out surveys, set tasks to complete, and create sales quotes that include a graphical customer signature. To turn on this feature, see Enabling Features in Scoping for SAP Cloud for Sales [page 41]. For more information on using retail execution, see Visits, Activity Planner, Surveys, and SAP Cloud for Customer for ipad. Activate and Set Up Territory Management (optional) Territory Management encompasses all activities that are required to create and configure a hierarchy of sales territories, and to delegate responsibility at each level of this hierarchy to the appropriate sales representatives. To learn how to activate Territory Management, see Enabling Features in Scoping for SAP Cloud for Sales [page 41]. For setup instructions, see Territory Management [page 225]. Define Rules for Marketing Lead Assignment (optional) To ensure that all your incoming marketing leads are processed efficiently, you can use lead assignment. For more information, see Defining Rules for Marketing Lead Assignment. Create Notification Rules You can create and edit rules for notifications. Notifications are sent to users to inform them when business objects have been changed in the system and about any tasks resulting from these changes. For more information, watch the video Defining Notification Rules [page 173]., or read the Notification Rules Quick Guide You can also enable notifications about accounts, activity tasks, opportunities, marketing leads and sales leads to be sent via . For more information, see Enabling Features in Scoping for SAP Cloud for Sales [page 41]. Create or Migrate Product Categories and Product Data It is important to have complete and accurate information about all the materials your company offers. This requires you to maintain both product categories and product data either manually, or by using the migration tool. For more information on how to maintain product categories, review the Activity List for your project, open the Product Category Hierarchy activity and refer to the system documentation link, Read About... For more information on how to maintain product data, review the Activity List for your project, open the Migration of Materials activity and refer to the system documentation link, Read About... See Also About Product Categories [page 146] Creating or Editing Products [page 145] , 2012, 2013 SAP AG. All rights reserved. P U B L I C Getting Started

31 Configure Pricing You can define pricing lists and customer discount lists so that pricing is automatically calculated in your business documents. For more information about pricing lists, see the Quick Guide for Price Lists [page 232]. For more information about discount lists, see the Quick Guide for Overall Customer Discount. You must have customers in the system to configure an overall customer discount. Configure 360 Overview If your solution is integrated with SAP on-premise systems, you can set up a bridge to connect to those systems and share data for analysis. For more information, see Setting Up the 360 Overview [page 252]. Enable Map View You can enable the use of the Map View option that is located under Customers Accounts and Visits Visit Planner. For more information, see Configuring Bing Maps for Accounts [page 272]. We recommend that you review the data security considerations that relate to this activity, which are described in the Security Guide for SAP Cloud for Customer, located on SAP Service Marketplace at service.sap.com/cloud4customer. Add Reports to SAP Customer Insight You can configure which reports are visible in the SAP Customer Insight mobile application for ipad. For more information, watch the video Enabling SAP Customer Insight. You can also add custom reports that you have created. For more information, see Adding Custom Reports to SAP Customer Insight [page 256]. Enable SAP Jam Integration Integrating your solution with SAP Jam will have two main advantages: 1. You will be able to create and use Groups for accounts, opportunities, products, and service tickets. 2. You will have the option of using the SAP Jam feed, which has the same components as the native feed, including system updates, but allows for cross-application collaboration. Before you begin your SAP Jam integration, you must decide how to implement the SAP Jam Feed. You have the following options: You can use the native Feed only. You can use SAP Jam as your primary source for the Feed. You can use the SAP Jam Feed as a separate view under Feed SAP Jam Feed. This option is recommended only if you have previously enabled SAP Jam and would like to begin using SAP Jam Feed. This decision will impact the following enablement steps: Getting Started P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 31

32 Turn on SAP Jam integration during the scoping process. During this time, you can choose to use SAP Jam as the primary source for the Feed. For more details on scoping and the exact components to select for SAP Jam integration, see Enabling Features in Scoping for SAP Cloud for Sales [page 41]. To configure the integration of your Cloud for Customer system and your SAP Jam system, see Enabling SAP Jam Integration [page 169]. After you enable SAP Jam integration, users can then create groups associated with accounts, opportunities, products, or service tickets. To configure your solution to display the latest updates about these items from the Groups tab on the relevant details screen, see Enabling the Latest Group Updates for Accounts, Opportunities, Products, or Service Tickets [page 260]. This step enables the Groups Feed and is recommended, but not required, to enable the Groups functionality. Integrating your solution with SAP Jam as outlined in the steps above is all that is required to enable Groups. If you have chosen to see the SAP Jam Feed as a separate view, see Enabling SAP Jam Integration for Feed as a Separate View [page 258]. For additional information about SAP Jam, visit the SAP Help Portal. Configure Business Task Management You can configure notifications to be sent for stalled leads and opportunities. For more information, see About Business Task Management [page 172]. Activate and Configure Campaigns If you plan to use marketing campaigns, you must first activate campaigns in project scoping. For more information, see Activating Campaigns [page 72]. You can set up templates to use for your campaigns. For more information, see Templates for Campaigns [page 73]. You also need to set export file formats for target group contacts used in campaigns. For more information, see Creating Campaign Export File Formats [page 73]. 3.4 Adding Company-Specific Help The Help Center contains the solution-specific Help documentation delivered by SAP. As an administrator, you can also add company-specific documentation in any workset, for example process descriptions or general business rules. It is also possible to add a file to all screens within the system. Prerequisites You have written your help document in one of the following formats: Any Microsoft Office format (such as.docx or.xlsx).pdf Steps 1. Navigate to the screen where you would like to add a document , 2012, 2013 SAP AG. All rights reserved. P U B L I C Getting Started

33 2. Open the Help Center. 3. You can add your document to this screen, or to all screens in the system. To add your document to this screen, click Add Company-Specific Content under You Can Also. To add your document to all screens, click Add Company-Specific Content for all Screens under You Can Also. 4. You can upload a document directly or link to an online document. To upload a document, click New, then File. You can upload files up to 500 MB in size. However, for performance reasons we recommend not uploading files larger than 20 MB. To link to an online document, click New, then Link. 5. In the dialog window, enter the following details: URL Name This is the name that will appear as the link in the Help Center. Description 6. Save your entries. Result Your company-specific help document is added to the Help Center, and can be accessed by all users in your company. Getting Started P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 33

34 4 Business Configuration 4.1 Configuring Your SAP Solution Overview Business configuration enables you as a prospective or existing customer administrator to evaluate and quickly set up the SAP solution to meet the specific requirements of your company. It also allows you to adapt and improve your solution at any time as your needs change. Business Adaptation Catalog The full set of solution capabilities are outlined in a central business adaptation catalog. This catalog organizes and structures the capabilities into a hierarchy of business areas, packages, topics, and options. SAP and its partners have already defined the technical system settings and the content that is needed to accommodate each element of the catalog. This predefined content is based on industry-specific best practices developed from the extensive knowledge and experience that SAP, with the help of its partners and customers, has acquired over the years. The process of selecting solution capabilities that are stored in the business adaptation catalog is called Scoping. You begin scoping by providing some basic information about your company, namely the countries and type of business you operate in. This instantly causes the system to preselect the relevant elements of the business adaptation catalog and the corresponding predefined content. Since each company has unique requirements, the system then enables you to make a series of business decisions to adjust the preselected content and determine which of the available features and functions you want to incorporate into your solution. The catalog has built-in rules to ensure that all selections you make are logical and consistent, from a business and technical point of view. Thus, when you make a selection, the system makes the necessary additional selections or deselections automatically. Also, when you make a selection that creates a conflict, the system identifies the involved elements so that you can decide which selection to reverse. The system provides you with embedded decision support throughout business configuration to simplify the process. For example, brief on-screen explanations are used to describe the functionality and relevance of each catalog element. If you do not make any explicit selections for a specific element of the catalog, the system automatically uses default settings based on best practices. This minimizes the number of decisions you have to make manually, while always ensuring that your scoping is complete and consistent. Your Solution Profile From the very first time you begin to adapt the SAP solution to suit the needs of your company, the information you provide and the decisions you make are stored in a unique solution profile. SAP stores this profile along the entire life cycle of your solution and updates it each time you make changes. If you decide to purchase the solution, the system uses this profile in conjunction with your activity list as the basis for creating a live solution for your company. After your solution has gone live for the first time, the same solution profile allows you to make changes to your solution. Benefits The benefits of the new approach to configuration used in the SAP solution are described below , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

35 General Simplifies the configuration process, allowing it to be performed centrally for the entire solution at any stage of the life cycle. Increases transparency by exposing the full set of solution capabilities in a comprehensive, business-oriented catalog that is used along the life cycle to evaluate, build, and change each customer s solution. Prospects, customers, partners, and SAP all use the same catalog. Reduces total cost of ownership (TCO) by enabling rapid implementations, which require significantly less effort than other solutions on the market today. Automates the assessment of your requirements, matching requirements to available solution capabilities and translating them into the necessary system settings. Speeds up the configuration process by providing predefined content and system settings, based on industryspecific and country-specific best practices. Customer Speaks business language, enabling you to create your own solution by making a series of logical decisions, without having to rely on external consultants or delve into complex system settings. Adopts a user-centered approach, giving you the highest possible level of control to autonomously shape the future of your business both during the initial implementation and as changes are made to your solution throughout the life cycle. Records all the decisions you make and stores them in your own unique solution profile, which is seamlessly carried forward through the life of your solution. This ensures that you are never asked the same question twice. Increases long-term flexibility by enabling you to adapt your solution at any time by following the same process that you completed during the initial setup. In this way, midsize customers can quickly innovate and respond to, or anticipate, changing business requirements. This increases their chance of success in highlycompetitive and rapidly-changing markets. Provides a high level of decision support through embedded services and continuous knowledge transfer. Facilitates collaboration between the customer, SAP, and other interested parties. Process The First Implementation Project With the first implementation project, you select the initial scope of your solution and then work through the activity list to get your solution up and running for the first time. Scoping When you want to begin evaluating the SAP solution, you carry out a scoping workshop with the assistance of an SAP or partner solution adviser. The solution adviser guides you through the process of defining the initial scope of your solution with the first implementation project. You can procure an implementation project template or you provide some basic information about your company, namely the countries and type of business you operate in. This instantly causes the system to preselect the relevant elements of the business adaptation catalog and the corresponding predefined content. Since each company has unique requirements, the system then enables you to make a series of business decisions to adjust the preselected content and determine which of the available features and functions you want to incorporate into your solution. For more information, see Prepare the First Implementation Project [page 337]. Activity List Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 35

36 Based on your scoping decisions, the system generates an activity list of the mandatory implementation and project management activities that you need to complete before your solution can go live for the first time. Once you have decided to purchase the SAP solution, you can begin to work through these activities. Also, even after the activity list has been generated, you can review your scoping decisions and, if necessary, adjust your solution capabilities. For more information, see Complete the Activity List [page 56]. Changes After Go Live The ability to make changes to your solution after it has gone live is a key feature in the SAP solution. It ensures that your company can anticipate and respond quickly to changing business requirements at any time during the life cycle of your solution. There are two ways to change your solution after it has gone live: small changes and change projects. Small Changes You can make changes to configuration elements or add them to the current scope. These changes can be applied right away. For more information, see Make Changes to Your Solution [page 38]. Change Projects For more complex changes to your solution, you can prepare a change project. Just as in the first implementation project, the main part of preparing a change project is selecting or adjusting solution capabilities and reviewing scoping questions. Based on your decisions, the system generates an activity list for your change project containing all mandatory activities that need to be completed in order to use your changes productively in your solution. If you are making many detailed changes at once, you can request a separate test system in which you can test your changes. You can also use this system as a migration test system to define the necessary migration settings. When you are ready, the activity list allows you to merge your changes back to the production system and finalize your change project. For more information, see Prepare a Change Project [page 340]. 4.2 Implementing a Project Implementation Projects Quick Guide In the Implementation Projects view of the Business Configuration work center, administrators can set up and adapt the SAP solution to meet the company's specific business requirements. With the first implementation project, you select the capabilities to incorporate into your solution and then perform project management and implementation activities to get your solution up and running. After going live for the first time, you can create change projects to adapt and improve your solution as required. In the details part of the view you have an overview of the progress of your project. When you select a project in the table, you see the number of activities and completed activities per phase, and the status of the milestones in your project , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

37 Business Background Configuring Your SAP Solution Business configuration enables you as a prospective or existing customer administrator to evaluate and quickly set up the SAP solution to meet the specific requirements of your company. It also allows you to adapt and improve your solution at any time as your needs change. For more information, see here [page 34]. Scoping In the SAP solution, scoping is the process of matching your individual business requirements to predefined solution capabilities using the business adaptation catalog. The catalog structures all available capabilities for the solution into a hierarchy of business areas, packages, topics, and options. SAP and its partners have already defined the technical system settings and the content needed to accommodate each element of the catalog and to support your requirements. This predefined content is based on industry-specific and country-specific best practices. During the scoping process, all of your decisions are stored in a unique solution proposal. This document is available when you have finished scoping and contains detailed information about your scoping selections. For more information, see here [page 326]. Implementing a Project The implementation of your SAP solution includes all steps required for getting the system, the data, and the people in your company ready for Go Live. The Activity List is derived from the agreed solution scope and includes all activities the project team has to complete. The activities are structured by different project phases. Simple status and progress reporting per activity and phase enable you to easily track the progress of your project as you work through the activity list. For more information, see Implementing a Project First Implementation [page 329] and Implementing a Project Change Projects. Implementation Project Template You can apply an implementation project template to your SAP solution. You procure these templates in the SAP Store. The templates contain scoping elements suited for specific requirements and business needs, usually designed by SAP and its partner for specific industries and lines of business. After the implementation project template is applied, you can refine your solution further. For more information, see here. Understand the Overall Migration Process Efficient and reliable data migration is a key success factor for the implementation of the SAP solution. The data migration self-service for the SAP solution enables you to perform all migration tasks on your own and minimizes conventional issues, such as data mapping and transformation. For more information, see here [page 344]. Tasks Scope Your Solution Prepare the First Implementation Project For information about this task, see here [page 337]. Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 37

38 Prepare a Change Project For information about this task, see here [page 340]. Request an Additional System For more information about this task, see here. Complete the Activity List Complete the Activity List For information about this task, see here [page 56]. Further Tasks for Change Projects Delete a Change Project For information about this task, see here. Cancel a Change Project For information about this task, see here. Update a Change Project from the Production System For information about this task, see here. Simulate Merging a Change Project with the Production System For information about this task, see here Make Changes to Your SAP Solution Overview After the solution has gone live for the first time, administrators can search for specific configuration elements to change or add to the scope. If the configuration elements are too complex or critical to be changed immediately, administrators can add them to a new change project and implement them through a dedicated activity list. The live solution is not affected by the changes until they are merged with the production system. Prerequisites The Confirm Go Live activity has been completed for the First Implementation project. Procedure 1. On the Overview view of the Business Configuration work center, search for business configuration elements to change or add to the scope. a. In the Show list, select a type of configuration element. b. To narrow your search further, enter a specific keyword in the Find field. c. Click Go. The configuration elements that match your search criteria are listed in the Business Configuration Search table. The Status column shows whether an element is In Scope or Not In Scope for the live solution. The Change column indicates whether the configuration element can be changed immediately (Immediate Change Possible) or whether it needs to be added as part of a change project (Add to Shortlist). 2. Select the configuration element that you want to change or add to your scope. a. If an immediate change is possible, you can click Change Immediately. 1. Edit the associated configuration settings. 2. To save and immediately apply your changes to the live solution, click Save and Close. To close the activity without applying your changes, click Close , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

39 b. If configuration elements cannot be changed immediately or you want to make a larger number of small changes and prefer to create a change project, you can select the elements you want to add to your scope and add them to a shortlist. Parent elements, which are not in scope and which belong to elements you add to the shortlist, are automatically added to the shortlist. 1. When you have added all the elements you require to the shortlist, click Add to Change Project. The New Change Project guided activity is displayed. The system automatically brings you to the next logical step in the process based on your shortlist, thus offering the quickest and shortest way to implement your changes. However, you can always go back in this process by clicking Previous. At any step of the guided activity, you can click Project Details or Complete overview of your change project. to view either a Basic 2. On the Adjust Scoping step, edit the scoping elements in your shortlist. The scoping elements are structured as a hierarchy: Business areas contain business packages, and business packages contain business topics. The hierarchy has built-in rules to ensure that all selections you make are logical and consistent, from a business and technical point of view. Thus, when you make a selection, the system makes the necessary additional selections automatically. Also, when you make a selection that goes against the rules, a warning icon will display in the Conflict column next to each affected scoping element. For guidance on how to resolve the issue, you can select an element and review Dependency. To quickly identify all elements with conflicts, you can select Elements with Conflicts from the Show list. a. In the Show list, Elements in Shortlist is the default selection. The business areas containing the scoping elements in your shortlist are displayed. The business packages and topics in your shortlist are highlighted green. b. Within the listed business area, review and edit the business packages and topics in your shortlist. To select or deselect a business package or topic, select the corresponding checkbox in the Select column. You must select a package before you can select any of its topics. For each business package and topic, review the information on Overview, Relevance, and Dependency. The information on Dependency changes based on the state of the scoping element. If it is possible to change the selection of the element, the tab lists a simulation of the system selections that would result. If it is not possible to change the selection of the element, the tab lists the elements that caused its current state. If the element is in conflict with other selections, the tab lists them so that you can decide which selections to reverse. To add notes or additional requirements for a business package or topic, use Your Notes. c. Review the changes you made in this step of the guided activity as well as the changes made automatically by the system. The history of changes is cleared once you proceed to the next step. Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 39

40 Click Display Scope Changes. The recent changes are listed in descending order. To undo the last change, click Undo Last Scope Change. To redo the last change, click Redo Last Scope Change. d. Click Next to continue. 3. On the Review Questions step, answer the scoping questions in your shortlist. You will find scoping questions at the business topic level. Some answers are mandatory for your scope and thus cannot be changed. a. In the Show list, Elements in Shortlist is the default selection. The business areas containing the scoping elements in your shortlist are displayed. If you added a business package to your shortlist, you need to select All Elements in the Show list to display the relevant topics. b. Review the questions and, if necessary, change the preselected Yes or No answers. When you change an answer, the status of the question group is automatically changed to Reviewed. If you don't change any preselected answers within a group, you can manually set the status of the group to Reviewed. To learn more about a question, click Details and review the information on Overview, Relevance, and Dependency. The information on Dependency changes based on the state of the scoping element. If it is possible to change the selection of the element, the tab lists a simulation of the system selections that would result. If it is not possible to change the selection of the element, the tab lists the elements that caused its current state. If the element is in conflict with other selections, the tab lists them so that you can decide which selections to reverse. To add notes or additional requirements for a business topic, use Your Notes. c. Review the changes you made in this step of the guided activity as well as the changes made automatically by the system. The history of changes is cleared once you proceed to the next step. Click Display Scope Changes. The recent changes are listed in descending order. To undo the last change, click Undo Last Scope Change. To redo the last change, click Redo Last Scope Change. d. Click Next to continue. If you have not reviewed all decision-relevant questions, a window appears asking you to accept the preselected answers or to return to the questions that are not yet reviewed. 4. On the Complete Project Setup step, review the summary of changes and provide additional information about your change project. a. Review the Summary of Changed Elements and, if necessary, click an element type to go back to the corresponding step in the guided activity. For example, click Scoping to go back to the Adjust Scoping step. b. Under General Information, enter the Title and Description for your change project , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

41 c. In some cases, it is possible to publish your changes without generating an activity list. If you choose this option, your change project will be closed and changes are effective immediately. However, in most cases an activity list is generated and the appropriate checkbox is preselected. You have the possibility to include milestones and/or instructional activities to the activity list (these are not added by default to a change project). d. Under Planned Implementation Timeline, select the Start Date and End Date for your change project. e. Click Finish. Result Based on your decisions, the system generates the activity list for your change project. To view a basic or detailed summary of your change project, click Display Project Details (Basic) or Display Project Details (Complete). To start working on the activities in your activity list, click Open Activity List to Implement Changes. For more information, see Complete the Activity List [page 56]. Any scoping changes you make may affect the organizational structure. Therefore, you should always check the consistency of the organizational structure, which you can access from the Perform Organizational Structure Setup activity in the activity list or from the Organizational Management work center. To check the consistency after making scoping changes, go into Edit mode (the Planning Area), and then click Activate All. Any inconsistencies will appear as messages, which you then have to resolve. See Also Prepare a Change Project [page 340] Scoping Tasks Enabling Features in Scoping for SAP Cloud for Sales You can turn on or turn off certain features of SAP Cloud for Customer during the scoping process. To set up your SAP Cloud for Customer system to support only the sales and marketing features included in SAP Cloud for Sales, you need to scope your implementation project accordingly. The options you choose during the scoping phase of your implementation project are used by the system to generate an activity list that you need to complete to go live. To begin, go to Business Configuration Implementation Projects. Highlight the appropriate project and choose Edit Project Scope. If you are setting up your SAP Cloud for Customer system to support sales and marketing features as well as customer service features, then use this document in combination with Enabling Features in Scoping for SAP Cloud for Service or Social Engagement [page 46]. Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 41

42 Tasks Country and Type of Business Ensure only the countries you support are selected in the list. To edit the list of selected countries, click Edit Countries. Scoping Many of the scoping elements are automatically selected and cannot be deselected. The following is a list of the scoping elements you may select. Refer to the descriptions in the system for more information on each of the business topics. Marketing Under Market Development, Competitor Information Campaign Management Under Marketing Lead Management, Marketing Leads Deselect: Analysis for Lead Management Sales Under Account and Activity Management, Activity Management This option is required for blast and marketing campaigns. Sales Territory Management Under Product and Service Portfolio, Sell Standard Products Under New Business, Sales Lead Management Opportunities Sales Quotes Sales Planning (SAP Cloud for Customer) Service Deselect the following optional elements: Entitlement Management Customer Care Communication and Information Exchange If you want to enable a connection between your legacy system and SAP Cloud for Customer, under Business Process Management, , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

43 select Application Programming Interface. If you plan on integrating your SAP Cloud for Customer solution with SAP Jam, or linking to Google Docs, under People Collaboration, Intranet, and External Services, select Communities, Document Management and External Services. If you plan on integrating your SAP Cloud for Customer solution with your SAP ERP or SAP CRM system, select: Integration with SAP ERP Integration with SAP CRM Integration with Third Party Solutions Integration with SAVO's Sales and Marketing Software User accounts with SAVO are required to integrate with that solution. 360 Overview Account Built-In Services and Support If you want to enable approvals by , under System Management, select Security, and decide whether to enable Security, as discussed in the questions below. Questions During this phase of scoping your implementation project, you must review a set of questions to further define the capabilities of your solution. Most of the questions require only that you either select the feature to be in scope to turn it on, or deselect (or not select) the feature to turn it off. Again, based on best practices, the system has preselected features that you can accept or, where possible, adjust. Some features are mandatory for your scope and cannot be changed. Expand Marketing Market Development. Select Competitor Information, and decide whether to enable: Competitor Enables you to add competitor information. Competitor Products Enables you to add information about your competitors' products. Expand Marketing Campaign Management. Select Campaign Execution, and decide whether to enable: Campaigns Allows you to execute marketing campaigns by exporting addressable target group members to an external file. Expand Sales Account and Activity Management. Select Account Management, and decide whether to enable: Business Partner Types Allows you to choose Partners and Partners Partner Contacts to manage business relationships with partners (such as resellers) and their contacts. Account Hierarchy Allows you to choose the Account Hierarchy tab for each account for which a parent account has been specified to view the displayed accounts in a hierarchical structure. You can expand and collapse the account hierarchy at any level to display as many or as few accounts as you like. Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 43

44 You may also choose to migrate account hierarchies. For more information, see Migrating Account Hierarchies [page 80]. Select Activity Management, and decide whether to enable: Visit Reports Enables you to send messages with a visit report document attached. Microsoft Outlook Integration Allows you to synchronize activities between Microsoft Outlook and the system. Blast Enables you to create and use a template to send custom-formatted mass messages to all members of a target group at the same time. Visits Allows you to schedule visits to a customer's physical location and record in the system information from those visits. Survey Allows you to define surveys so that salespeople can use them during customer visits. Expand Sales New Business. Select Opportunities, and decide whether to enable: Sales Methodology To enable the activity advisor, select In Scope for the second question: Would you like to use a sales assistant that proposes activities that you have to do in a certain phase of your opportunity? For more information, watch the video Adding Activities with Sales Activity Advisor. Approval for Opportunities Enables a multiple step approval process for opportunities. Opportunity History Enables a historical analysis of opportunities. If you have a high volume of opportunities, then storing this information can have a performance impact on your solution, so consider carefully the need to report on this information. Select Sales Quotes, and decide whether to enable: Approval for Sales Quotes Enables a multiple step approval process for sales quotes. Expand Communication and Information Exchange Business Process Management. Select Business Task Management, and decide whether to enable: Business Task Management with Different Notification Channels Enables notifications about accounts, activity tasks, opportunities and sales leads. Expand Communication and Information Exchange People Collaboration, Intranet and External Services. Select Communities, Document Management and External Services, and decide whether to enable: Google Documents Attachments Allows you to link to existing or new Google documents in SAP Cloud for Customer. SAP Jam Integration Allows integration with SAP Jam for collaboration. You can also choose to use SAP Jam as the primary source for the Feed , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

45 For information detailing the next steps in the integration process, see Enabling SAP Jam Integration [page 169]. Expand Communication and Information Exchange Integration with SAP CRM. Select Integration of Marketing, Sales, and Service Processes, and decide whether to enable: Integration with Service Request Processing from SAP Cloud for Customer to SAP CRM For more information, see Enabling SAP CRM Integration [page 51]. SAP ERP Integration For more information, see Enabling SAP ERP Integration [page 52]. Expand General Business Data Business Partners. Select Handling of Business Partners, and decide whether to enable: Duplicate Checks for Business Partners Users are notified upon attempting to create an account or contact whose information resembles that of an existing one that potential duplicate items were found. 1. Specify whether duplicate checks are to be performed with strong, medium or weak rules. 2. Deselect In Scope for the fourth question, Do you want to disable the duplicate check for business partners?. You cannot scope the solution to check only for duplicate accounts, or duplicate contacts. If you enable duplicate checks, then the solution will check both accounts and contacts for duplicates. Expand General Business Data Product and Service Pricing. Select Sales Price and Discount Lists, and decide whether to enable: Base Price Lists Allows you to maintain base prices for your products and services. Specific Price Lists Discount Lists Approval Processing for Price & Discount Lists Expand Built-in Services and Support System Management. Select Security, and decide whether to enable: Security To use approvals via , you must enable encryption and signatures for s. Review Before you confirm your scoping, review your scoping results and provide a description and a planned implementation timeline for your project. Available scoping results to review: Your Solution Proposal Executive Summary contains your company profile information and an overview of your scoping decisions. Your Solution Proposal is a comprehensive report containing your company profile information and the detailed results of your scoping session. Your Notes Summary is a summary of all of the notes you made during your scoping session. Confirmation Once you're satisfied with the scoping of your solution, click Finish. As a result, based on your scoping decisions, the system generates an activity list of the implementation and project management activities that you need to complete in order to go live. However, even after the activity list has been generated, you can still go back and review your scoping decisions and, if necessary, adjust your solution capabilities. Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 45

46 See Also Getting Started for SAP Cloud for Sales Administrators [page 28] Scoping [page 326] Enabling Features in Scoping for SAP Cloud for Service or Social Engagement You can turn on or turn off certain features of SAP Cloud for Customer during the scoping process. To set up your SAP Cloud for Customer system to support only the customer service features included with SAP Cloud for Service or SAP Cloud for Social Engagement, you must scope your implementation project accordingly. The options you choose during the scoping phase of your implementation project are used by the system to generate an activity list that you need to complete to go live. To begin, go to Business Configuration Implementation Projects. Highlight the appropriate project and choose Edit Project Scope. If you are setting up your SAP Cloud for Customer system to support customer service features as well as sales and marketing features, then use this document in combination with Enabling Features in Scoping for SAP Cloud for Sales [page 41]. Tasks Country and Type of Business Ensure only the countries you support are selected in the list. To edit the list of selected countries, click Edit Countries. Scoping Many of the scoping elements are automatically selected and cannot be deselected. The following is a list of scoping elements you may select to turn on certain features (refer to the descriptions in the system for more information on each of the business topics): Service Entitlement Management Registered Products Service Level Agreements Warranty Entitlements Analysis for Entitlement Management Customer Care The Knowledge Base scoping element should be deselected since it is for the platform knowledge base and not supported by SAP Cloud for Customer. Marketing and Sales , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

47 The following table lists the sales and marketing scoping elements and sub-elements that should be deselected in a customer service only implementation. Scoping Elements Marketing Sub-Elements Market Development > Competitor Information Campaign Management Marketing Lead Management Marketing Lead Generation Sales Product and Service Portfolio for Sales Sell Standard Products New Business Sales Lead Generation Opportunities Sales Planning (SAP Cloud for Customer) Communication and Information Exchange If you want to enable a connection between your legacy system and SAP Cloud for Customer, under Business Process Management, select Application Programming Interface. If you plan on integrating your SAP Cloud for Customer solution with SAP Jam, under People Collaboration, Intranet, and External Services, select Communities, Document Management and External Services. If you plan on integrating your SAP Cloud for Customer solution with your SAP ERP or SAP CRM system, select: Integration with SAP ERP Integration with SAP CRM Integration with Third Party Solutions 360 Overview Account Built-In Services and Support If you want to enable approvals by , under System Management, select Security. Marketing If you want to enable mass communication with customers using blast, under Campaign Management, select Target Groups. Questions During this phase of scoping your implementation project, you must review a set of questions to further define the capabilities of your solution. Most of the questions require only that you either select the feature to be in scope to turn it on, or deselect or not select the feature to turn it off. Based on best practices, the system has preselected features that you can accept or, where possible, adjust. Some features are mandatory for your scope and cannot be changed. Expand Marketing Campaign Management. Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 47

48 Select Campaigns, and decide whether to enable: Target Groups Direct Enables users to directly target groups for mass messaging. You must also enable blast in Questions Sales Account and Activity Management Activity Management. Marketing: Target Groups must be assigned to users. Expand Sales Account and Activity Management. Select Account Management, and decide whether to enable: Account Hierarchy If you choose to activate account hierarchies, then users can choose the Account Hierarchy tab for each account for which a parent account has been specified to view the displayed accounts in a hierarchical structure. Users can expand and collapse the account hierarchy at any level to display as many or as few accounts as they like. You may also choose to migrate account hierarchies. For more information, see Migrating Account Hierarchies [page 80]. Expand Sales Account and Activity Management. Select Activity Management, and decide whether to enable: Activity Types Phone Call Recording Enables users to view incoming phone call information displayed in Live Activity. You must additionally enable computer telephony integration in Service Customer Care Service Request Management for Live Activity to record phone call information. Blast Enables users to create and use a template to send custom-formatted mass messages to all members of a target group at the same time. Expand Sales New Business Communications for New Business. Decide if you want to enable ticket types. Expand Service Entitlement Management. Select Registered Products, and decide whether to enable: Manual Product Registration Allows agents to manually register serialized products for customers. Select Service Level Agreements, then review and decide whether to enable the following: Common Service Level Agreements Allows agents to define service level objectives for calculating due dates. Expand Service Customer Care. Select Service Request Management, and decide whether to enable: Follow Up Documents for Tickets Creating sales quotes from tickets makes it possible for an agent to create a sales quote based on a ticket, directly from the workspace. Enabling the knowledge base integration feature exposes an external knowledge base to agents via the workspace. For more information, see Configuring Knowledge Base Integration [page 263] , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

49 Enabling single sign-on for the knowledge base integration feature allows you to restrict the articles an agent can access. Agents will only be presented with articles that are relevant to their role. If single sign-on is not enabled, a knowledge base all articles in a knowledge base will be available to agents. For more information, see Configuring Knowledge Base Integration with Single Sign-On Capability [page 265]. Integration with Service Request Management for Corporate Accounts Enables channel support for corporate accounts. For more information, see Configuring Channels [page 183]. Maintain Service Requests Automatically from Incoming s Incoming s Enables the automatic creation and updating of tickets from incoming s. For more information, see Configuring Channels [page 183]. Integration with Service Request Management for Individual Customers Enables channel support for individual customers. For more information, see Configuring Channels [page 183]. Support Computer Telephony Integration Enables users to make and receive phone calls and to view call information displayed in Live Activity. Enables secure encryption of your communications with HTTPS. For more information, see Creating a Security Certificate for HTTPS Enabled Computer Telephone Integration (CTI) [page 188]. You must additionally enable phone call recording in Sales Account and Activity Management Activity Management for Live Activity to record phone call information. Facebook Direct Message Integration Enables direct messaging support for Facebook channels. If you are upgrading from an earlier version and you choose to enable direct messaging support, you must repeat the authentication step (when you log on to Facebook) for each of your existing Facebook channels. For more information, see Adding a Facebook Social Media Channel [page 193]. Facebook Comment Reply Enables comments to message replies in Facebook. Entitlement Usage for Service Requests Enables warranty entitlements and automatic assignment of service level agreements for tickets. Service Request History Enables the historical analysis of service requests so that you are able to evaluate and compare the historical data of tickets. Storing this information can have a performance impact on your solution if you have a high volume of tickets so consider carefully the need for reporting on this information. Select Communication for Customer Care, and decide whether to enable: Customer Service Portal Integration This business option enables Integration with an external customer service portal, including chat. For more information, see External Customer Service Portal Integration [page 55]. Expand Communication and Information Exchange People Collaboration, Intranet and External Services. Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 49

50 Select Communities, Document Management and External Services, and decide whether to enable: SAP Jam Integration Allows integration with SAP Jam for collaboration. You can also choose to use SAP Jam as the primary source for the Feed. For information detailing the next steps in the integration process, see Enabling SAP Jam Integration [page 169]. Expand Communication and Information Exchange Integration with SAP CRM. Select Integration of Marketing, Sales, and Service Processes, and decide whether to enable: Integration with Service Request Processing from Cloud to SAP CRM For more information, see Enabling SAP CRM Integration [page 51]. SAP ERP Integration For more information, see Enabling SAP ERP Integration [page 52]. Expand General Business Data Business Partners. Select Handling of Business Partners, and decide whether to enable: Duplicate Checks for Business Partners Enables the system to check for duplicate accounts and contacts. Users are notified that potential duplicate accounts were found, when attempting to create an account whose information resembles that of an existing account. 1. Specify whether duplicate checks for accounts are to be performed with strong, medium or weak rules. 2. Deselect In Scope for the fourth question, Do you want to disable the duplicate check for business partners?. You cannot scope the solution to check only for duplicate accounts, or duplicate contacts. If you enable duplicate checks, then the solution will check both accounts and contacts for duplicates. Expand Built-in Services and Support System Management. Select Security, and decide whether to enable: Security Enables encryption and signature approval for . Review Before you confirm your scoping, review your scoping results and provide a description and a planned implementation timeline for your project. Available scoping results to review: Your Solution Proposal Executive Summary contains your company profile information and an overview of your scoping decisions. Your Solution Proposal is a comprehensive report containing your company profile information and the detailed results of your scoping session. Your Notes Summary is a summary of all of the notes you made during your scoping session. Confirmation Once you're satisfied with the scoping of your solution, click Finish. As a result, based on your scoping decisions, the system generates an activity list of the implementation and project management activities that you need to complete in order to go live. However, even after the activity list has been generated, you can still go back and review your scoping decisions and, if necessary, adjust your solution capabilities. Scoping [page 326] , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

51 See Also Getting Started for SAP Cloud for Service Administrators [page 23] Getting Started for SAP Cloud Social Engagement Administrators [page 18] Scoping [page 326] Enabling SAP CRM Integration Prerequisites You must decide whether your organization wants to enable the integration of SAP Cloud for Customer with SAP Customer Relationship Management (SAP CRM). If your organization does want to enable this integration, then SAP CRM 7.0 with SAP enhancement package 0 or above is required, as well as the following SAP CRM add-on component: CRMPCD For additional technical information about integrating SAP Cloud for Customer with SAP CRM, reference the guides for integration using SAP NetWeaver PI and SAP NetWeaver Cloud Integration available on SAP Service Marketplace at An SAP Service Marketplace user ID is required to access this information. If you, as an administrator, do not have a user ID, then visit SAP Service Marketplace at service.sap.com/request-user to request one. Scoping for integration with SAP CRM can only occur during the first implementation of SAP Cloud for Customer. Integration with SAP CRM at a later date is not supported, because serious data inconsistencies can arise if identical sales accounts and contacts exist both in SAP Cloud for Customer and in SAP CRM. Therefore, before you implement SAP Cloud for Customer, you must decide whether integration with SAP CRM lies in scope, so that you can enable it, if desired, during first implementation. Overview If your organization does want to enable SAP CRM Integration in its planned scope, then proceed as follows: Procedure 1. Choose Business Configuration Implementation Projects. 2. Select the implementation project entitled First Implementation. The Project Overview: First Implementation screen appears. 3. Choose Edit Project Scope. The Edit Project Scope: First Implementation screen appears. Under Country and Type of Business, select Next. Under Implementation Focus, select Next. 4. On the Scoping screen, expand the Communication and Information Exchange scoping element, then select the Integration with SAP CRM checkbox. 5. Choose Save Draft. 6. Close the Edit Project Scope: First Implementation screen. Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 51

52 Integrating SAP Cloud for Social Engagement with a CRM On Premise Solution If you are using SAP Cloud for Social Engagement and you would like to copy tickets to an on premise solution, finish the steps above and then proceed as follows: Procedure 1. Choose Next until you reach 3. Scoping. 2. Select Integration with SAP CRM from the list Scoping Element. 3. Choose Next until you reach 4. Questions. 4. Select Integration with SAP CRM from the list Scoping Element. 5. Select Yes in Integration with Service Request Processing from On-Demand to SAP CRM. 6. Save your changes Enabling SAP ERP Integration Prerequisites You must decide whether your organization wants to enable the integration of SAP Cloud for Customer with SAP ERP. If your organization does want to enable this integration, then SAP ERP Central Component (SAP ECC) 6.0 with SAP enhancement package 0 or above is required, as well as the following SAP ERP add-on components: CODERINT 600 SP 2 or above NWSEXTFW 600 or above CODEXTCT 600 or above For additional technical information about integrating SAP Cloud for Customer with SAP ERP, visit SAP Service Marketplace at An SAP Service Marketplace user ID is required to access this information. If you, as an administrator, do not have a user ID, then visit SAP Service Marketplace at service.sap.com/request-user to request one. Scoping for integration with SAP ERP can only occur during the first implementation of SAP Cloud for Customer. Integration with SAP ERP at a later date is not supported, because serious data inconsistencies can arise if identical sales accounts and contacts exist both in SAP Cloud for Customer and in SAP ERP. Therefore, before you implement SAP Cloud for Customer, you must decide whether integration with SAP ERP lies in scope, so that you can enable it, if desired, during first implementation. Overview If your organization does want to enable SAP ERP Integration in its planned scope, then proceed as follows: Procedure 1. Choose Business Configuration Implementation Projects. 2. Select the implementation project entitled First Implementation , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

53 The Project Overview: First Implementation screen appears. 3. Choose Edit Project Scope. The Edit Project Scope: First Implementation screen appears. Under Country and Type of Business, select Next. Under Implementation Focus, select Next. 4. On the Scoping screen, expand the Communication and Information Exchange scoping element, then select the Integration with SAP ERP checkbox. 5. Choose Save Draft. 6. Close the Edit Project Scope: First Implementation screen Configuration: Integration with SAVO Overview This document contains details and instructions regarding configuration settings. Such settings are normally performed by an administrator. If you do not have the required authorization, contact your administrator. To find this activity, go to Business Configuration Implementation Projects. Select your implementation project and click Open Activity List. Select the Fine-Tune phase, then select the activity from the activity list. SAVO is a third-party Web service provider that specializes in Business Document Management. You can use this configuration activity to allow users to open a business object such as an account or an opportunity, and to view related business objects directly on the SAVO Web site. In addition, the user can upload these documents to the Attachments tab of the business object. Prerequisites The following prerequisites apply: During scoping, you have selected Integration with SAVO s Sales and Marketing Software under Communication and Information Exchange Integration with Third-Party Solutions. The user must have an account with SAVO to use this feature. Before using this feature for the first time, the user must log on to the SAVO Web site. Features A user opens a screen for a business object such as an account, and goes to SAVO. This tab is activated after you have set up fine-tuning. You can activate the SAVO tab for the following business objects: Account Competitor Product Competitor Lead Opportunity Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 53

54 Campaign SAP Cloud for Customer searches the SAVO Web site for documents related to the account, and displays these documents on the SAVO tab as links. The user can click these links to view these documents on the SAVO Web site. In addition, this feature can be used to search for documents on the SAVO Web site based on attributes specified for a business object. For example, it can search for documents that are related to accounts that have the status Open. Each time the user opens the account and goes to SAVO, the search in SAVO is repeated, so the list of documents could vary. However, if required, the user can attach a document to an account by clicking the Options icon and selecting Add as Attachment. The document is then displayed permanently on the Attachments tab. Process Flow 1. Under Business Objects, select the business objects for which you would like to activate this feature. 2. For each business object, you can enter attribute names to be used as tags when SAP Cloud for Customer triggers the search on the SAVO Web site. To do this, select a business object, and enter the attribute names in the Attribute Name fields under Search Parameters. The length of the field extends automatically when you enter an attribute name. 3. The name of the Web site is proposed automatically In the SAVO URL field. If required, you can change it. Examples The following examples illustrate how these attributes can be used: Example 1 This example uses an attribute name that is not a field in the business object. 1. As an administrator, you enter MY_VIP_ACCOUNT as attribute name for the business object ACCOUNT. MY_VIP_ACCOUNT is not a field in the ACCOUNT business object. 2. In SAVO, a user sets MY_VIP_ACCOUNT as tag for a document: 3. In SAP Cloud for Customer, a user selects an account and goes to SAVO. Since MY_VIP_ACCOUNT is not a field in the ACCOUNT business object, the system simply uses the attribute Example 2 name MY_VIP_ACCOUNT from fine-tuning to search SAVO. The document in SAVO with the tag MY_VIP_ACCOUNT is displayed on the SAVO tab. This example uses an attribute name that is a field in the business object. 1. As an administrator, you enter STATUS as attribute name for the business object ACCOUNT. STATUS is a field in the ACCOUNT business object. 2. In SAVO, a user sets ACCOUNT_STATUS_OPEN as tag for a document: 3. In SAP Cloud for Customer, a user selects an account and goes to SAVO , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

55 Since Status is a field in the business object ACCOUNT, the system concatenates the name of the business object (ACCOUNT), the attribute name (STATUS), and the value of the Status field (OPEN), and searches the SAVO Web site with ACCOUNT_STATUS_OPEN. The document in SAVO with the tag ACCOUNT_STATUS_OPEN is displayed on the SAVO tab. See Also Enabling Integration with Third-Party Solutions External Customer Service Portal Integration If your SAP Cloud for Customer system is not integrated with SAP HANA Cloud Portal, Support Site Edition, you can choose to include integration with an external customer service portal during the scoping phase of your implementation project. This option allows you to extend your customer service capabilities to include a self-service offering provided by a partner over the Internet. For information on integrating your SAP Cloud for Customer system with SAP HANA Cloud Portal, Support Site Edition, contact your SAP Cloud Services representative. Prerequisites Your system has been provisioned with the Add-On for External Customer Service Portal Integration. Activating External Customer Service Portal Integration 1. Go to Business Configuration Implementation Projects and select the relevant implementation project. 2. Click Edit Project Scope. 3. Click Next > until you reach 4 Questions. 4. In the Scoping Elements list, select Service > Customer Care > Communication for Customer Care. 5. To enable External Customer Service Portal Integration, select Yes. 6. Click Next >. 7. Review and confirm your project scope. Follow-On Activities 1. Create a new communication system to connect to your partner system for the customer service portal. 2. Create and maintain communication arrangements settings for the customer service portal communication system. For more information, see Configuring an External Customer Service Portal [page 171]. Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 55

56 4.2.4 Activity List Complete the Activity List Once you have finished preparing an implementation project, you can begin to work with the Activity List for the project. The Activity List is automatically generated by the system based on your scoping decisions and the activities are grouped by phases. It includes all mandatory implementation and project management activities that you need to complete before your solution can go live for the first time, in the case of your first implementation project, or before your changes can be merged with your live solution, in the case of a change project. You can also add optional activities to the Activity List and complete them; most of these optional activities relate to the Fine-Tune phase but may also relate to other phases. Milestones have to be confirmed for your first implementation project and your change projects (if you have included milestones to the activity list of your change project) these milestones give you guidance and allow you to track the status of your implementation. Prerequisites You have completed the following: First Implementation: You have finished preparing the first implementation project. For more information, see Prepare the First Implementation Project [page 337]. Change Project: You have finished preparing a change project. For more information, see Prepare a Change Project [page 340]. Steps Complete the Activity List First Implementation 1. To access the Activity List, open the Implementation Projects view in the Business Configuration work center. 2. Select the implementation project First Implementation and click Open Activity List. The Activity List guided activity opens on the Prepare phase tab. Prepare Phase 1. In the Prepare phase, in the Show filter select My Activities in Project to find all activities that are assigned to you. You can change the owner of an activity in the list. For more details, see Further Tasks below. 2. Complete the activities in the correct sequence as follows: a. Select your first activity and click Open. b. Read the instructions accompanying the activity, and complete the activity as specified. c. Click Save if required, and close the activity. d. Repeat the above steps for each of your activities , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

57 Prerequisites Exist Some activities have to be completed before others. If there are prerequisites for an activity, you can see which activities have to be completed by clicking on Yes in the Prerequisites Exist column; a dialog box opens and lists the prerequisite activities. Repetition Required Some activities in your Activity List have to be repeated in other systems because the data in these activities cannot be copied automatically to another system. For example, if you maintain an activity in your test system, you must also repeat this activity in your production system. In the Activity List, you can see which activities have to be repeated in the Repetition Required column. 3. On the Activity List screen, change the status of each completed activity to Closed. To do this, select each activity, click Change Status, and select Closed. Each activity has a status indicator showing whether the activity is open, in process, or closed. At the top of the screen, you can see the total number of activities in the Activity List for the selected phase, as well as how many are open, in process, and closed. 4. Confirm Milestone: Design Accepted You cannot move on to the next phases of the Activity List until you have confirmed this milestone. Fine-Tune Phase 1. On the Activity List screen, click the Fine-Tune phase tab. 2. Complete the activities in the Fine-Tune phase in the correct sequence as described for the Prepare phase above. Additional Information Some of the activities in this phase have additional information to assist you in completing them. You can access the additional information directly in the Help Center of the relevant activity under Help Resources by clicking Help Center in the Infobar. Mandatory and Optional Activities By default, the Activity List contains only mandatory activities. You can also add optional activities to your Activity List. Translate Configuration Settings You can translate your configuration settings in fine-tuning activities into other languages, if required. Restore Default Fine-Tuning Settings You can delete predefined fine-tuning settings. To do this, select a fine-tuning setting and click Delete. You can also restore the predefined fine-tuning settings that you have deleted. To do this, click Restore Defaults. A window appears, listing the fine-tuning settings that can be restored. Select the fine-tuning setting you want to restore and click Restore. For more information, see Further Tasks below. 3. Confirm Milestone: Solution Accepted Integrate and Extend Phase 1. On the Activity List screen, click the Integrate and Extend phase tab. 2. In the Integrate and Extend phase, complete the activities in the correct sequence as described for the Prepare phase above. Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 57

58 3. Adapt forms, reports, user interfaces, and third party connectivity to meet your company's specific needs. 4. Maintain basic data. Test Phase 1. On the Activity List screen, click the Test phase tab. 2. In the Test phase, complete the activities in the correct sequence as described for the Prepare phase above. 3. On finalizing testing successfully, confirm Confirm Milestone: Go Live Readiness Accepted. Go Live Phase 1. On the Activity List screen, click the Go Live phase tab. 2. Compete the activities to prepare and perform cutover. 3. To finalize your implementation project, complete the following activities: Confirm Go Live After completing this activity, your solution is live and ready for use. You can still view all previous phases and activities of your project, but you cannot make changes to them. Once completed, you cannot change the status of this activity. The project status is set to Live and all phases except Go Live are set to readonly. There are two ways to make changes to your live solution. You can make smaller changes to configuration elements, or, for more complex changes, you can create change projects. For more information, see Make Changes to Your SAP Solution [page 38] and Prepare a Change Project [page 340]. Close Project After completing this activity, your implementation project is officially closed. The status of the project is changed to Closed, the Go Live phase is set to read-only, and you cannot make any further changes to the project. However, you can still view the project in read-only mode. You can also complete this activity from the Implementation Projects view. If your first implementation project is live and you select this project on this view, Close Project appears. When you click this button, you essentially complete the same activity as described here without the need to go into the Activity List. At the end of the Go Live phase, you and the project team have: Resolved all mandatory and open configuration issues Migrated all legacy data to your production system Completed knowledge transfer Signed off the project Complete the Activity List Change Project If your change project includes the Add Country change scenario, you have to manually add business options that are affected by this change scenario, but were already completed as part of your first implementation project and therefore not automatically added to the activity list of your change project. For a list of activities you need to add, see Change Scenario: Add Country. 1. To access the Activity List, open the Implementation Projects view in the Business Configuration work center. 2. Select the change project and click Open Activity List. The Activity List guided activity opens on All. All the activities are displayed in one list and the Phase column indicates which phase the activity belongs to , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

59 If you prefer, you can work through the activity list per phase by using the tabs as in the first implementation project Activities Grouped in the Prepare Phase 1. In the Show filter select My Activities in Project to find all activities that are assigned to you. You can change the owner of an activity in the list. For more details, see Further Tasks below. 2. Complete the activities in the correct sequence as follows: a. Select your first activity and click Open. b. Read the instructions accompanying the activity, and complete the activity as specified. c. Click Save if required, and close the activity. d. Repeat the above steps for each of your activities. Prerequisites Exist Some activities have to be completed before others. If there are prerequisites for an activity, you can see which activities have to be completed by clicking on Yes in the Prerequisites Exist column; a dialog box opens and lists the prerequisite activities. Repetition Required Some activities in your Activity List have to be repeated in other systems because the data in these activities cannot be copied automatically to another system. For example, if you maintain an activity in your test system, you must also repeat this activity in your production system. In the Activity List, you can see which activities have to be repeated in the Repetition Required column. 3. On the Activity List screen, change the status of each completed activity to Closed. To do this, select each activity, click Change Status, and select Closed. If you included milestones to the activity list of you change project, you need to close the Confirm Milestone: Design Accepted milestone as well. Each activity has a status indicator showing whether the activity is open, in process, or closed. At the top of the screen, you can see the total number of activities in the Activity List for the selected phase, as well as how many are open, in process, and closed. Activities Grouped in the Fine-Tune Phase Complete the activities in the correct sequence as described above. If you included milestones to the activity list of your change project, you need to close the Confirm Milestone: Solution Accepted milestone as well. Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 59

60 Additional Information Some of the activities in this phase have additional information to assist you in completing them. You can access the additional information directly in the Help Center of the relevant activity under Help Resources by clicking Help Center in the Infobar. Mandatory and Optional Activities The Activity List contains the mandatory activities derived from the scope of your change project as well as optional activities you selected for inclusion while preparing the change project. You can add more optional activities to your Activity List. Translate Configuration Settings You can translate your configuration settings in fine-tuning activities into other languages, if required. Restore Default Fine-Tuning Settings You can delete predefined fine-tuning settings. To do this, select a fine-tuning setting and click Delete. You can also restore the predefined fine-tuning settings that you have deleted. To do this, click Restore Defaults. A window appears, listing the fine-tuning settings that can be restored. Select the fine-tuning setting you want to restore and click Restore. For more information, see Further Tasks below. Activities Grouped in the Integrate and Extend Phase If you are using a separate test system, the process is as follows: 1. Complete all migration activities. 2. Complete and close the Activate Solution Capabilities activity. This triggers the activation of work centers and views that you changed with your change project. 3. Perform tests in your test system. 4. Merge your changes back to the production system. 5. All migration activities need to be repeated in your production system: a. Migrate your basic data and master data. b. Open the Activate Solution Capabilities activity. This triggers the activation of work centers and views that you changed with your change project. Click Confirm to adapt and expand your business processes to incorporate the newly configured functionality. Click Close to return to the activity list. 6. Migrate your transaction data. If you are not using a separate test system, the process is as follows: 1. Complete all migration activities. 2. Complete and close the Activate Solution Capabilities activity. This triggers the activation of work centers and views that you changed with your change project. 3. Merge your changes back to the production system. 4. Migrate your basic data and master data. 5. Open the Activate Solution Capabilities activity. This triggers the activation of work centers and views that you changed with your change project. Click Confirm to adapt and expand your business processes to incorporate the newly configured functionality. Click Close to return to the activity list. 6. Migrate your transaction data , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

61 7. Complete any other activities grouped in this phase. Activities Grouped in the Test Phase Before continuing to work on activities grouped in the Test phase, we recommend you update the project with scoping and fine-tuning changes that have been made to the production system since the change project was created. For more information, see Update a Change Project from Production. If required, complete the activities in the correct sequence as described above. If you included milestones to the activity list of your change project, you need to close the Confirm Milestone: Go- Live Readiness Accepted milestone as well. Activities Grouped in the Go Live Phase Before continuing to work on activities grouped in the Go Live phase, we recommend you simulate the merge back to the production system to ensure your changes do not contradict decisions made already. For more information, see Simulate Merging a Change Project with the Production System. Merge your changes back to the production system. 1. Open the Merge Changes with Production System activity and click Start Merge. If your changes contradict decisions made in the production system since your project was created, you have the opportunity to either keep the project settings or cancel the merge process. When you cancel the merge process, you can manually synchronize the settings in your production system. In addition, you need to repeat the activities related to master data. These are automatically reopened after the merge. If the merge process was canceled previously, you can click Merge Reports to see the automatically created reports. 2. Click Close to return to the Activity List. In the Reports view, you can run the Configuration Change History report to display a complete change history for all fine-tuning settings that are in scope for your solution and that you have fine-tuned or that have been changed by an update. The report also displays the change history for fine-tuning settings that were deselected and, thus, that are not in scope. Further Tasks Change the Owner of an Activity 1. Select the activity for which you want to change the owner. 2. Click Actions and select Change Owner. 3. Enter the name of the new owner or use the value help to search for a name. 4. Click OK to save your changes. Create a Manual Activity If you require further activities for your implementation project, you can create them directly in the Activity List. For example, if you want to include your implementation project schedule, you can create an activity in the Prepare phase and attach the project schedule. 1. Go to the phase of the activity list where you want to add the manual activity. 2. Click Actions and select Create Manual Activity. Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 61

62 3. On the Edit Manual Activity screen, proceed as follows: Enter the required details. The system proposes an Activity Group you can change the proposal using the value help. The Phase is entered automatically and matches the phase you are in when you create the manual activity. Add attachments. You can upload files or links. Click Save and Close. The manual activity is added to the Activity List. Delete a Manual Activity To delete a manual activity from the Activity List, select the manual activity, click Actions Manual Activity. and then select Delete The manual activity is removed from the Activity List. Add or Remove Optional Activities The Activity List automatically contains all mandatory activities you need to work though based on the scoping decisions made by your company. You can check if there are any optional activities that you might want to implement or remove. 1. In the Show filter, select Activities not in Project, Instructional Activities, or All Activities. The available activities are displayed. 2. The column In Project indicates whether or not an activity is already included in your project. 3. To add an activity to your activity list, select the activity and click Add to Project. This button is greyed out if the selected activity cannot be added to your project. To remove an activity from your activity list, select the activity and click Remove from Project. This button is greyed out if the selected activity cannot be removed from your project. Add a Note to an Activity You can attach notes to an activity for future reference. In addition, any notes that were made during scoping appear in the Activity List. Notes are useful, for example, if you want to change the owner of an activity and you want to provide information to the new owner, or you want to add a comment about why an activity has been completed in a certain way. 1. Select the activity to which you want to add a note, click Actions, and select Add or Edit Notes. 2. On the Add or Edit Notes screen in the Notes section, click Add Row and enter a name and description for the note. You can add several notes for the activity. You can also edit or remove existing notes. 3. In the Attachments section, click Add to upload the relevant attachment, which can be a file or a link. You can add more than one attachment, and you can also view, delete, or replace attachments. 4. Click Save and Close to return to the Activity List. The system updates the Notes column to show that a note for the activity exists. Translate Fine-Tuning Settings You can translate your fine-tuning settings into other languages. 1. For activities in the Fine-Tune phase of the activity list, open the activity for which you would like settings translated. 2. On the relevant fine-tuning screen, click Translate , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

63 The Translate screen is displayed. 3. Select the Source Language and Target Language for translation. The list of source languages consists of the system languages. The list of target languages consists of the system languages and any additional language you have selected in the optional fine-tuning activity Additional Communication Languages. 4. The default settings delivered with your solution are translated automatically. If necessary, edit the Target Language translations. 5. For settings that you or other users added to your solution manually, enter Target Language translations and then click OK. Restore Default Fine-Tuning Settings Your fine-tuning settings initially include default values provided by SAP or partners. In some cases, if these values were removed from a fine-tuning screen, you can restore them. 1. In the Fine-Tune phase of the activity list, open the activity for which you would like to restore default settings. 2. On the relevant fine-tuning screen, click Restore Defaults. The Restore Defaults screen is displayed. If the Restore Defaults button is not available on a fine-tuning screen, it is not possible to restore those particular default fine-tuning settings. 3. Select the settings that you want to include in your solution and click Restore Document Types and Status for Tickets In this configuration activity you can edit your status for your tickets and define document types. To find this activity, go to the Business Configuration work center and choose the Implementation Projects view. Select your implementation project and click Open Activity List. Select the Fine-Tune phase, then select the Document Types and Status for Tickets activity from the activity list. Tasks Maintain Status In addition to using pre-delivered statuses for tickets, you can specify your own status values and ticket handling processes by mapping them to a valid combination of life cycle status and assignment status. You can also change the description, visibility, and sequence of predelivered statuses. A status can be used to filter the tickets in the Tickets view of the Customer Service tab. Only the statuses displayed in the drop-down list can be selected. Statuses In the following you can see the internal status values that you can select in the ticket and the possibilities to change them in the ticket: Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 63

64 Current Status Reachable Status Non-Reachable Status Description Open In Process Customer Action Completed Copied to CRM Closed This status is not reachable from any other value. In Process Copied to CRM Customer Action Completed Open Closed If the status changes from In Process to Closed the system completes and closes the ticket. Copied to CRM None Open In Process Customer Action Completed Closed This status is only reachable after In Process. If this status is set the ticket is replicated to the SAP CRM On-Premise system. It is not reachable if the document is inconsistent and it cannot be changed in the SAP Cloud for Customer system. But the status is changeable for inbound actions because in case a ticket is set to Completed in the CRM On-Premise system the status Completed is written back to the Cloud system. Customer Action In Process Copied to CRM Completed Open Closed - Completed In Process Customer Action Closed Open Copied to CRM Closed None Open In Process Copied to CRM Customer Action Completed A ticket which is Completed cannot be set to Copied to CRM. In Process is not reachable if the ticket was completed by the On-Premise system. A ticket can only be revoked if it was not transferred to an On- Premise system. If a ticket is closed, it is not possible to open it again anymore. This status can only be used for existing tickets. New tickets are not allowed to use Closed. You, as a customer, can't change this status. Adding a New Status 1. Click Maintain Status. 2. Click Add Row. 3. Enter a number in the column Sort Sequence to specify the status sequence of the drop-down list in the application. 4. Enter the Status Code beginning with a Z or Y and the Description. 5. Assign the corresponding Life Cycle Status and Assignment Status. The Assignment Status tells you whom the ticket is assigned to currently and has the following possibilities: Processor Action: The ticket is created by the requestor, for example, the customer, and the processor, for example, the first level support has to react to the ticket , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

65 Requestor Action: The ticket is in process and the support colleague asks the customer to do something on his or her side to solve the issue. Provider Action: The first level support cannot solve the ticket alone and needs help from the second level support or a third party provider, he or she can use this status and the ticket is forwarded automatically to the corresponding destination. Not Assigned: Can only be used with Life Cycle Status Closed. 6. Decide whether this status should be the initial entry for all newly created tickets and whether this status should be visible in the drop-down list in the ticket handling. Only the Open Life Cycle Status can be selected as initial status. 7. Then save your changes. Changing a Status You can change the Sort Sequence, Description, and the check boxes Initial Status and Status Visibility. Deleting a Status Select the line that you want delete and click Delete. Only statuses that are not used can be deleted. Maintain Document Types Creating a Document Type results in creating a new Ticket Type that is a ticket attribute. You can create custom ticket types that can use in your solution to: filter your tickets, define reports, use to define service levels and flexible notifications. For more information, see About Service Levels [page 179] and Notification Rules Quick Guide [page 173]. Adding a Document Type 1. Click Maintain Document Types. 2. Click Add Row and enter the required document type code and a description. 3. Save your changes. Deleting a Document Type 1. Select the entry you want to delete and click Delete. 2. Save your changes. You can't delete document types that are in use in your solution. Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 65

66 Marketing Activities Configuring Activities In this activity you can do configuration settings required for activities. To find this activity, go to the Business Configuration work center and choose the Implementation Projects view. Select your implementation project and click Open Activity List. Select the Fine-Tune phase, then select the Activities activity from the activity list. Business Background Party Processing Business partners is the superordinate term for all of the companies and people with whom you are in contact in your daily business. Business partners can be, for example, accounts, contacts, partners, or employees. When you create a document such as a sales quote, you can indicate that business partners you created in the master data are involved parties for this specific document. Roles are assigned to each party to define the party s purpose. Business partners can take on multiple party roles in a business document. For example, often in sales quotes the account, ship-to, and bill-to party roles are identical. In SAP Cloud for Customer, you can automatically determine all involved parties for business transactions and documents using roles, determination rules, parties, addresses, and master data. The Involved Parties tab, for example in a sales quote, displays all parties and contacts. For more information, see Party Processing for Cloud for Customer [page 434]. Tasks Maintaining Categories With this activity you can add and delete your own categories for your documents. You can use the categories to classify your documents. This list is used for activities, marketing leads, opportunities, and sales leads depending on your scoping. Though if you change an entry in one context it is also changed in the others. Adding a Category 1. Click Add Row. 2. Enter a Category Code beginning with a Z. 3. Save your entries. Deleting a Category 1. Select a line and click Delete. 2. Save your changes , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

67 You cannot delete all category assignments. At least one category must be assigned. If you delete entries here that are used in documents, the technical codes are staying in the documents and only the code descriptions are removed. Assigning Categories With this activity you specify which of the categories you want to use to classify your activities. Adding a Category 1. To add a category select first the Activity Type and then click Add Row. 2. Select the Category you want to use. 3. Save your changes. Deleting a Category 1. To delete a category select it and click Delete. 2. Then save your changes. A defaulting does only work with the following categories: Customer visit (Appointment) Business ( ) Telephone call (Phone Call) Preparation (Activity Task) Maintaining Document Types With this activity you can create own document types and use them in the system to filter your documents and within the reports. Adding a Document Type 1. Click Maintain Document Types. 2. Click Add Row and enter the required document type code and a description. 3. Save your changes. Deleting a Document Type 1. Select the entry you want to delete and click Delete. 2. Save your changes. You can't delete used document types. Maintaining Involved Parties for Appointments, Tasks, s, and Phone Calls The following steps are valid for maintaining the involved parties for all activity types: Appointments, Tasks, s, and Phone Calls. Therefore they are not repeated separately for each fine-tune activity. Adding or editing party roles 1. Click Maintain Involved Parties. Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 67

68 2. Under Party Role Assignments click Add Row. 3. Select a Party Role from the drop-down list. 4. Decide whether the role should be, for example, active, mandatory, unique, or should be forbidden for manual changes. 5. Save your changes. 6. Then click Maintain Determinations where you can edit the determination for the newly added party role. Deleting role assignments 1. Select the line you want to delete. 2. Click Delete. You can delete only self-created assignments. Pre-delivered content cannot be deleted Configuring Marketing Leads In this activity you can do the configuration settings for marketing leads. To find this activity, go to the Business Configuration work center and choose the Implementation Projects view. Select your implementation project and click Open Activity List. Select the Fine-Tune phase, then select the Marketing Leads activity from the activity list. Tasks Maintaining Sources Here you can specify the origin of you documents, such as trade fair, campaign, and roadshow. This list is used for marketing leads, opportunities, and sales leads depending on your scoping. Though if you change an entry in one context it is also changed in the others. Adding a Source 1. Click Add Row. 2. Enter a source code beginning with a Z and a description. 3. Save your entries. Deleting a Source 1. Select the entry you want to delete and click Delete. 2. Save your changes. If you delete entries here that are used in documents, the technical codes are staying in the documents and only the code descriptions are removed , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

69 Maintaining Categories With this activity you can add and delete your own categories for your documents. You can use the categories to classify your documents. This list is used for activities, marketing leads, opportunities, and sales leads depending on your scoping. Though if you change an entry in one context it is also changed in the others. Adding a Category 1. Click Add Row. 2. Enter a Category Code beginning with a Z. 3. Save your entries. Deleting a Category 1. Select a line and click Delete. 2. Save your changes. You cannot delete all category assignments. At least one category must be assigned. If you delete entries here that are used in documents, the technical codes are staying in the documents and only the code descriptions are removed. Assigning Categories With this activity you specify which of the categories you want to use to classify your documents. 1. To add a category click Add Row and select the category you want to use. To delete a category select it and click Delete. 2. Then save your changes. Maintaining Qualifications With this activity you can adapt the qualifications that you use to classify how promising a lead is for your business. This list is used for marketing and sales leads depending on your scoping. Though if you change an entry in one context it is also changed in the other. Adding or Editing Qualifications 1. To add a qualification click Add Row. 2. Enter a Qualification Code beginning with a Z and a Description. You can also change the descriptions of the existing qualifications. 3. Save your entries. Deleting Qualifications 1. Select the row you want to delete and click Delete. 2. Save your changes. If you delete entries here that are used in documents, the technical codes are staying in the documents and only the code descriptions are removed. Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 69

70 Maintaining Marketing Lead Status For more information, see here [page 70] Marketing Lead Status In this activity, you can edit existing or pre-delivered statuses for marketing leads, or add new statuses of your own, in accordance with your business needs. Any new statuses you create are based on an internal status. You can also control which conversion actions shall be available for a certain status. Initially, it is possible to enable all conversion actions for the internal statuses Open and Qualified. However, with this activity, it is possible to create new statuses (based on the internal statuses Open and Qualified) where you can enable certain conversion actions. Internal Lifecycle of Marketing Leads The internal lifecycle of marketing leads proceeds as follows: Open: When the user creates a marketing lead, the solution assigns it the internal status Open. Qualified: Once the user qualifies the marketing lead, its internal status changes to Qualified. If you choose to define more than one status that uses Qualified, then the solution must determine which status to display when a marketing lead is qualified. As delivered, the solution displays the status with internal status Qualified and the lowest sequence number. Converted: When the user converts the marketing lead into a sales lead, opportunity or account and contact, the internal status changes to Converted, and the marketing lead cannot be reopened. Once the status Converted is assigned to a marketing lead, the user cannot modify the lead, or assign a new status to it. The pre-delivered statuses are similar to the internal status. Status Converted Users cannot perform conversion actions for marketing leads assigned the internal status Converted, because this status represents the final step within the lifecycle of a marketing lead. Therefore, users also cannot set the Initial Status indicator for the internal status Converted. A converted marketing lead also cannot be modified. The status Converted does not appear in the status drop-down list. Users cannot set this status manually; the status is automatically set when a marketing lead is converted through one of the available conversion actions. Users can search for the status Converted in the Marketing Leads overview of the Marketing work center. To find this activity, go to Business Configuration Implementation Projects. Select your implementation project and click Open Activity List. Select the Fine-Tune phase, then select the Marketing Leads activity from the activity list and click Maintain Status under Marketing Lead Status , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

71 Tasks Creating a New Status 1. Enter a number as Sort Sequence. With the Sort Sequence you determine where the new status shall appear in the drop-down list of your marketing lead. The sequence can be modified for all statuses, and has no influence on the processing of marketing leads. 2. New status codes will begin with the identifier Z; this identifier cannot be changed. 3. Assign the corresponding Internal Status in which your new status shall be active. You can only create a new status for the internal statuses Open or Qualified. 4. Enter a description. 5. Specify whether your new status shall be the initial status for newly created marketing leads. 6. To make the status visible, select the Active checkbox. 7. With the conversion checkboxes, you can specify which conversion actions shall be available for marketing leads that attain your new status. 8. Save your changes. Changing a Status 1. You can change the following fields: Sort Sequence With the Sort Sequence you determine where the new status shall appear in the drop-down list. The sequence can also be modified for pre-delivered statuses, and has no influence on the processing of marketing leads. Description Initial Status Active To remove a status from the application, deselect the Active checkbox. In response, the status will no longer appear, and users cannot search for marketing leads with this status in the Marketing Leads overview. However, marketing leads that are assigned to this status will continue to display it. Conversion actions 2. Save your changes. Deleting a Status 1. Select the line you want to delete and click Delete. 2. Save your changes. You can only delete a status that is not used in any marketing lead. You cannot delete any pre-delivered status, but you can deactivate a predelivered status by deselecting the Active checkbox. Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 71

72 Campaigns Activating Campaigns Prerequisites You must decide whether your organization wants to activate direct e mail marketing campaigns enabling your organization to send marketing directly to a selected target group. Overview Activating campaigns is a two part process: Selecting the correct options in the Business Configuration scoping Adding allowed sender domains for outgoing Set Scoping Options For information on selecting the necessary scoping options to enable campaigns, refer to the following document: Enabling Features in Scoping for SAP Cloud for Sales [page 41] Add Outgoing Domains for Campaigns You must add allowed domains for your outbound marketing messages. Messages from these domains will be certified as legitimate messages and avoid filtering by anti-spam services. 1. Go to Business Configuration Implementation Projects. 2. Select your project and click Open Activity List. 3. Select the Fine-Tune tab. 4. Go to the and Fax Settings activity. 5. Select and Fax Settings. 6. In the table for Allowed Sender Domains, click Add. 7. Add the domain for your outbound s. 8. Ensure that Send all s to business partners is selected. 9. Save your entries. You can also maintain a default sender address here. See Also Enabling Features in Scoping for SAP Cloud for Sales [page 41] Templates for Campaigns [page 73] , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

73 Creating Campaign Export File Formats [page 73] Creating Campaign Export File Formats Prerequisites You must activate campaigns before users can send direct marketing messages. See Activating Campaigns [page 72] for more information. You will also need to create one or more templates for the campaign message. See Templates for Campaigns [page 73] for more information on creating message templates. Overview When a user executes a campaign, the target group contact information is exported to a comma separated value (CSV) file compatible with Microsoft Excel. You can define one or more file formats for the CSV file that determines which information is exported and the order in which it appears in the file. Procedure 1. Select Marketing Campaign File Formats. 2. Select New. 3. Enter a description for the file format. 4. Select the Campaign Type. For example: using file export. You also have the options to set the file format as default, and to add a header row, if desired. 5. Select a separator character. For example, a comma, or a semicolon. 6. Select Save and Open. 7. Use the controls to move desired fields to the Selected Fields box and move the fields up or down in the list to change the order in which they appear in the export file. 8. Select Save and Close. See Also Activating Campaigns [page 72] Templates for Campaigns [page 73] Templates Overview To send out a mass message to a defined target group, you must first create an HTML template with the message text and placeholders for the various fields to be populated with contact information from the target group members. You can use any HTML editor to create this template. Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 73

74 HTML templates must be saved with UTF-8 encoding. Templates saved with a different encoding result in system errors. To prevent issues during the template upload, use an HTML text editor such as Microsoft Expression Web. If your template contains images, the image files should be stored on a publicly accessible image server, and referenced in the template using the IMG tag. Placeholders Your template should include placeholders for both accounts and individual customers. The system fills in the appropriate placeholder based on the item type of the target group member. You must enter the placeholders in the HTML within a SPAN tag with the following syntax: <span class= variable > /<ES name Data Type>/<ES name of element> </span> Example <span class= variable > /FormCampaignExecutionPlaceholder/Customer/FormattedName </span> You can enter the same placeholder several times in the HTML. During campaign execution the value of the SPAN tag is replaced by the corresponding value from the contact information for the individual or business that receivesthe message. For example: <span class= variable > Mrs. Mary Valdez </span> The following table shows the currently supported placeholders. Placeholder /FormCampaignExecutionPlaceholder/ Customer/NameOrFirstName /FormCampaignExecutionPlaceholder/ Customer/AdditionalNameOrLastName /FormCampaignExecutionPlaceholder/ Customer/FormattedName /FormCampaignExecutionPlaceholder/ Customer/FormOfAddressName /FormCampaignExecutionPlaceholder/ Customer/AcademicTitleName /FormCampaignExecutionPlaceholder/ ContactPerson/FirstName /FormCampaignExecutionPlaceholder/ ContactPerson/LastName Contact Field (Account or Individual Customer) Account: Name Individual Customer: First Name Account: Additional Name Individual Customer: Last Name Formatted name of the account or individual customer Individual Customer: Title (for example: Mr. or Mrs.) Individual Customer: Academic title (for example: Dr. or Prof.) Account: First name of the contact person Account: Last name of the contact person , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

75 Placeholder /FormCampaignExecutionPlaceholder/ ContactPerson/FormattedName /FormCampaignExecutionPlaceholder/ ContactPerson/FormOfAddressName /FormCampaignExecutionPlaceholder/ ContactPerson/AcademicTitleName /FormCampaignExecutionPlaceholder/ ContactPerson/BusinessCardFunctionName /FormCampaignExecutionPlaceholder/ ContactPerson/BusinessCardDepartmentName /FormCampaignExecutionPlaceholder/ ResponseCodeID /FormCampaignExecutionPlaceholder/ MailingPermissionDenyMailToURI Contact Field (Account or Individual Customer) Account: Formatted name of the contact person Account: Title of the contact person (for example: Mr. or Mrs.) Account: Academic title of the contact person (for example Dr. or Prof.) Account: Function of the contact person from the business card (for example: Product Manager) Account: Department name of the contact person from the business card (for example: Development) Response code ID generated for each member of the target group during the execution of the campaign Indicates that the recipient wants to be removed from future mailings. This unsubscribe link is required for direct campaigns. You can only save a template for use in direct campaigns if it includes an unsubscribe link. This placeholder is used to create a MailTo link within the e- mail. It must be put inside the value of the HREF attribute of the anchor tag. Example <a href= mailto:{/ FormCampaignExecutionPlaceholder/ MailingPermissionDenyMailToURI} >c lick here to be removed from future marketing mailings </a> In the message, the anchor tag includes your return address and an ID code. For example: <a href= mailto:unsubscribe.marketing.mailing@aslcust004.mail.dev.sapbydesign.com? subject=denymailingpermission6b7df D4EFD1C24E6BC393867CDDA 8 >click here to be removed from future marketing mailings </a> Data Migration Configuration: Prepare for Data Migration in a First Implementation To find this activity, go to the Business Configuration work center and choose the Implementation Projects view. Select your implementation project and click Open Activity List. Select the Prepare phase, then select the Prepare for Data Migration activity from the activity list. The purpose of this activity is to set up the migration project. Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 75

76 For information about migrating data in a change project, see Prepare for Data Migration in a Change Project. Prerequisites If you want to make field extensions that are also relevant for data migration, make sure that the extensions are completed. Tasks 1. Setting up the migration project Data migration requires the user to have full authorizations in order to import data into various business areas. Therefore, provide each member of the migration project with an additional, temporary service agent user. In the Application and User Management work center, assign the Business Configuration work center including Data Migration to these users. When the migration project is completed, you must block the service agent users in the Application and User Management work center to guarantee segregation of duties. For more information, see Segregation of Duties. For more information, see Request Migration User. 2. Downloading the migration templates All data you want to migrate with tool-support must be entered in the migration templates. Download the required migration templates in the Prepare for Data Migration activity. Familiarize yourself with your migration templates and the sheets of each template: Read the Introduction sheet explaining the general rules how to fill a template. Read the Documentation sheet to read the migration object documentation. Expand line seven on the template sheets to read the input help for every column. For early migration tests, create a small sample file by filling a few records into the template. Use this sample file to get started with the migration tool. 3. Creating a migration schedule In the Prepare for Data Migration activity, under Create a project schedule for data migration, you can download the Data Migration Scope and Planning Template to set up a personal migration project plan. Adjust the template according to your own situation, resources, and data quality and integrate it into your overall project plan Recommended Sequence for Uploading Data Because certain kinds of master data is dependent on other master data for example, organizational management and job function data that must be defined before employee information can be uploaded we recommend that you observe the following sequence when uploading data into the system: a. Job Functions We recommend that you enter this data manually , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

77 b. Organizational Structure We recommend that you enter this data manually, as described under Setting Up Organizational Management [page 93]. When you are finished, activate the organizational model. c. Employees d. Product Category Hierarchy We recommend that you enter this data manually. e. Materials If SAP ERP Integration lies in scope, note that materials in SAP ERP become products in SAP Cloud for Customer. f. Price Lists g. Customers h. Territory Hierarchy i. Account Territory Mapping j. Leads k. Opportunities l. Service Requests Service requests become tickets in SAP Cloud for Customer. See Also Data Migration Uploading Data Prerequisites You have downloaded the required templates and entered the necessary data into them. Overview To upload data into the system, proceed as follows. Procedure 1. Choose Business Configuration Implementation Projects. 2. Select the implementation project entitled First Implementation, then choose Open Activity List. The Activity List appears. For more information, see Complete the Activity List. 3. In the Integrate and Extend phase, select the object type for which data is to be uploaded into the system. Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 77

78 To upload customer information, choose Migration of Customers. The remainder of this procedure describes how to upload data for customers, as an example. The process for uploading data for other object types is comparable to the procedure described below. 4. Choose Migrate customers using the migration tool. A dialog box appears. 5. Choose Upload, then specify the location of the template file containing the customer data to be uploaded. 6. Choose Execute Migration. A dialog box appears, enabling you to monitor the progress of the system validation of the data. 7. Validation steps are displayed, along with any errors, where applicable. If no errors are reported, choose Next. The value conversions step appears. 8. Choose Convert to perform conversion for any applicable values. If no conversions are required, choose Next. A simulation of the data import is performed, and a dialog box appears, enabling you to monitor the progress of the data import simulation. Any errors that occurred during the simulation are displayed. 9. If no errors are reported, choose Next. A dialog box appears, prompting you to confirm that you want to import the data. 10. Confirm that you want to proceed with the data import. A dialog box appears, enabling you to monitor the progress of the data import. When the data import is finished, any applicable errors are displayed. 11. To complete the process, choose Finish Close Configuration: Migration of Products This document describes tool-supported migration and also contains useful information for manual data entry. This document contains details and instructions regarding configuration settings. Such settings are made by an administrator. If you do not have the required authorization, contact your administrator. To find this activity, go to Business Configuration Implementation Projects. Select your implementation project and click Open Activity List. Select the Integrate and Extend phase, then select the Migration of Materials activity from the activity list. Using this activity, you can migrate the following information: Basic data that describes and categorizes the product, such as its physical dimensions or assigned product categories. Identification data, for example, material ID, global trade item number (GTIN), or product ID used by a customer. Regarding product valuation, note that migration of product specification valuation for products is not supported , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

79 Prerequisites You have created the following data in the system: Number Ranges for Materials in the Fine-Tune phase of the Activity List. Product categories (using the Migration of Product Category Hierarchy activity or manually under Product Categories) If you plan to use extension fields in the work center views that are associated with this migration object, we recommend that you create the extension fields before you migrate any data for this object. For more information on how to create extension fields, see the following document: Create an Extension Field.. The extension fields you create in the work center views will be integrated in the corresponding migration templates automatically. Once you finish creating the extension fields, you can download the updated migration templates using the Prepare for Data Migration activity in the Prepare phase, or using the Perform Data Extraction activity in the Fine-Tune phase of the activity list. The extension fields are displayed as new columns at the end of the relevant sheets. Note that if you created an extension field in a work center view that is associated with multiple migration objects, this field is not necessarily included in every migration template. When you upload a source file to the migration tool, the migration tool automatically checks whether additional extension fields have been added to the corresponding work center views. If so, you can add them to your source file and decide whether you want to enter any legacy data in the new columns. Tasks Fill the Migration Template for Tool-Supported Migration To create a valid source file, enter your legacy data in the migration template for materials. You can download the migration template using the Prepare for Data Migration activity in the Prepare phase, or using the Perform Data Extraction activity in the Fine-Tune phase of the activity list. If you use extension fields in the work center views that are associated with this migration object, make sure that all extensions fields have been implemented before you download the migration template. Otherwise, the extensions fields will not be available in the migration template. For more information about how to enter legacy data into migration templates, see the Introduction sheet and the Field List sheet of the template. Note the following directions when filling the sheets of the migration template: Material IDs can be numeric or alphanumeric. If alphanumeric, use uppercase letters only. For descriptions, enter plain text only (including formatting information like carriage returns and line feeds). On the Attachments sheet, you can define server or internet links to attachments. You can also use this sheet to upload product images. Migrate Data Using the Migration Tool Process your source file with legacy data as follows: 1. Make sure that you have created a valid source file using an up-to-date migration template filled with legacy data. 2. Go to the Business Configuration Implementation Projects view. Select your implementation project and click Open Activity List. Select the Integrate and Extend phase, then select the relevant activity (Migration of... from the Migrate Master Data group or Migrate Transaction Data group. Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 79

80 Note that data migration requires special user authorization. Your administrator can grant the required authorization (Business Configuration including the Data Migration view) in the Application and User Management work center. 3. Carry out the work steps in the migration tool. For more information, click the help link within the migration tool. 4. After you have imported the source file successfully, set the migration activity in the activity list to Completed. Enter Data Manually You can enter products manually under Products. For more information, see Creating or Editing Products [page 145]. Follow-On Activities You can verify migrated records under Products. Compare the data in your legacy system with the data that has been migrated to the SAP system. Check some of the records to ensure that the values in both systems match Migrating Account Hierarchies Prerequisites Configuration Customer accounts have been created, or migrated into the system. If sales representatives are to see the migrated account hierarchies, then account hierarchy visibility must be active. For more information, see Activating Account Hierarchy Visibility. Business Background Master data for sales accounts is maintained under Customers Accounts. For information about creating and editing accounts, see Accounts. Tasks Tasks Downloading the Migration Template To migrate account hierarchies into the system, first download the predefined migration template that is provided for this purpose. To do so, proceed as follows: 1. Choose Business Configuration Implementation Projects. 2. Select the implementation project entitled First Implementation, then choose Open Activity List. The Activity List appears. For more information, see Complete the Activity List. 3. In the Prepare phase, select the activity entitled Prepare for Data Migration , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

81 4. On the subsequent screen, select Download Migration Templates. 5. On the resultant screen, find the migration object entitled Customer Hierarchies. If this object appears more than once, then confirm the accuracy of your settings under Business Configuration. 6. Click Download. 7. Save the migration template to your preferred directory. Entering Legacy Data into the Template Now enter data in each of the following columns: Hierarchy ID Account ID Parent Account For additional instructions on how to enter legacy data into the template, review the Introduction and Field List worksheets. As you enter data in the migration template, remember the following points: The Hierarchy ID does not appear in the Account Hierarchy view. However, all of the hierarchy node entries that are assigned to the same Hierarchy ID form a single account hierarchy. The Hierarchy ID represents the grouping of all nodes within a single hierarchy. Therefore, if you want to migrate three separate account hierarchies, then you must enter three distinct Hierarchy IDs. The Hierarchy ID to be entered may correspond to some degree with the ID of the top-level node of the account hierarchy. Although this is not a requirement, the consistent designation of nodes throughout the hierarchy facilitates the migration process. Each hierarchy must have exactly one top-level node. If you enter multiple hierarchy top-level nodes or no top-level node at all, an error message will be displayed. Each Account ID to be entered must correspond with the IDs of the accounts that are part of the hierarchy. The Parent Account is migrated for structural purposes. The relationship between the parent account and the accounts below it is used to depict the hierarchy structure. Uploading the Completed Template into the System Now upload into the system the completed template containing your account hierarchy data. Proceed as follows: 1. In the Integrate and Extend phase, select the Migration of Customer Hierarchies activity. 2. On the subsequent screen, choose Migrate customer hierarchies using the migration tool. A dialog box appears. 3. Choose Upload, then specify the location of the template file containing the customer data to be uploaded. 4. Choose Execute Migration. A dialog box appears, enabling you to monitor the progress of the system validation of the data. 5. Validation steps are displayed, along with any errors, where applicable. If no errors are reported, choose Next. The value conversions step appears. 6. Choose Convert to perform conversion for the Customer ID, if required. Conversions for other values are not supported. Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 81

82 7. If no conversions are required, choose Next. A simulation of the data import is performed, and a dialog box appears, enabling you to monitor the progress of the data import simulation. Any errors that occurred during the simulation are displayed. 8. If no errors are reported, choose Next. A dialog box appears, prompting you to confirm that you want to import the data. 9. Confirm that you want to proceed with the data import. A dialog box appears, enabling you to monitor the progress of the data import. When the data import is finished, any applicable errors are displayed. 10. To complete the process, choose Finish Close. Entering Data Manually After migration is complete, if account hierarchy visibility is active, account hierarchies can also be manually edited under Customers Accounts Account Hierarchy. Follow-On Activities Once the data entered in the template is migrated into the system, the hierarchical relationship between accounts and their parent accounts becomes visible. You can now verify migrated account hierarchy data under Customers Accounts Account Hierarchy. Compare the data in your legacy system with the data that you have migrated into SAP Cloud for Customer. Review various records to ensure that the values in each system are in agreement Uploading Territories Overview To upload territories into the system, proceed as follows. Procedure 1. Choose Territory Management New Territories from Microsoft Excel. 2. To download the required template, select the language in the resultant dialog box, then choose Download. 3. Open or save the template file, as appropriate. 4. Enter your data into the template file. 5. In the template in Microsoft Excel, choose SAP Business ByDesign Logon. 6. In the resultant dialog box, log on by entering the SAP Cloud for Customer URL, your user ID, and your password. 7. Save your entries. Result The territory data in Microsoft Excel is uploaded into the system , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

83 See Also Data Migration Migration of Social Media User Profiles To find this activity, go to Business Configuration Implementation Projects. Select your implementation project and click Open Activity List. Select the Integrate and Extend phase, then select the activity from the activity list. You can migrate the following information for existing social media user profiles of your individual customers: Name Gender Social media ID Channel type Screen name (social media handle) address Link to user s image Category code Sentiment code Klout score Aggregated importance score This value combines the customers' social influence (Klout score) with their customer category assignment. It is not reflected directly in the solution but is used by the algorithm for calculating ticket priority and is considered in the weighting of the original customer message, if a weight has been assigned. For more information on the settings for social media message prioritization, see here [page 207]. Individual customer ID (account ID) related to the social media user profile data Prerequisites Individual customer data have been created or migrated into the system. Tasks Fill the Migration Template To create a valid source file, enter your legacy data in the migration template for Social Media User Profile. You can download the migration template using the Prepare for Data Migration activity in the Prepare phase, or using the Perform Data Extraction activity in the Fine-Tune phase of the activity list. For detailed information on how to enter legacy data into migration templates, see the Introduction sheet and the Field List sheet of the template. On the Attachment sheet you can define server or internet links to attachments, but you cannot upload attachments directly to your system. Migrate Data Using the Migration Tool Process your source file with legacy data as follows: Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 83

84 1. Make sure you have created a valid source file using an up-to-date migration template filled with legacy data. 2. Go to Business Configuration Implementation Projects. Select your implementation project and click Open Activity List. Select the Integrate and Extend phase, then select Migration of Social Media User Profiles from the activity list. 3. Carry out the work steps in the migration tool. For more information, click the Help link within the migration tool. 4. After you have imported the source file successfully, set the migration activity in the activity list to Completed. Follow-On Activities 1. To verify migrated data, go to Administrator Service and Social Settings then under Social Media, click Social Media Customers. 2. Compare the data in your legacy system with the data that has been migrated to your on-demand solution. 3. Check a certain number of records to ensure that the values in both systems match. Check the following attributes: Name Channel type Social media handle Account ID 4.3 Reports View Configuration Change History The Configuration Change History report provides a complete history of changes for scoping decisions, business options, and fine-tuning decisions made to your SAP solution. The report includes the elements for which the SAP defaults are still in place, as well as the elements that have been changed, either immediately or as part of an implementation project. Views The following views are available with this report: Scoping Decisions Elements Deployed Last 31 Days Shows scoping decisions that were deployed to your solutions within the last 31 days. All Elements Shows all scoping decisions that were deployed to your solution. Questions Elements Deployed Last 31 Days Shows business options that were deployed to your solution within the last 31 days. All Elements , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

85 Shows all business options that were deployed to your solution. Fine-Tuning Settings Activities Deployed Last 31 Days Shows fine-tuning settings that were deployed to your solution within the last 31 days. All Activities Shows all fine-tuning settings that have been deployed to your solution. Features Running the Report You can access this report from the Reports view of the Business Configuration work center. Report Content Scoping Decisions This shows basic information about the scoping decisions that have been applied to your solutions. The Change History of Scoping Decisions table displays the name of each scoping element, the action related to the element, the project it applies to, the hierarchy in the business adaptation catalog the element belongs to, and when the element was deployed to your solution. In addition, you can see the actions that caused the system to automatically select or deselect a scoping element. To do this, select a scoping element with action Selected by System from the table and click View Dependencies. A window now appears, listing the elements that caused the automatic selection or deselection of the scoping element. Questions This shows basic information about the business options that have been applied to your solution. The Change History of Questions table displays the name of each scoping element, the action related to the element, the project it applies to, the hierarchy in the business adaptation catalog the element belongs to, and when the element was deployed to your solution. In addition, you can see the actions that caused the system to automatically select or deselect a scoping element. To do this, select a scoping element with action Selected by System from the table and click View Dependencies. A window now appears, listing the elements that caused the automatic selection or deselection of the scoping element. Fine-Tuning Settings This shows basic information about the fine-tuning settings that have been applied to your solution. The Change History of Fine-Tuning Settings table displays the name of each setting, when the setting was last deployed to your solution, and whether the SAP defaults are still in place for the setting. If you have adjusted a setting during finetuning, it will list No in the SAP Default column. A Yes in this column indicates that you have not adjusted this setting during fine-tuning and have kept the SAP default. When a setting is selected, the Details table displays the name of each implementation project that included the setting, the date and time when each project was deployed, and the user who deployed each project. You can also view the exact values either for each fine-tuning setting: 1. Select a setting in the Change History of Fine-Tuning Settings table and click View Change Details. This exports all the details of the fine-tuning setting to Microsoft Office Excel. 2. A window appears allowing you to save the exported data. When you click Save, a.zip file is created and the window is closed. 3. You can now open the saved file and view the detailed information in that file. The Details table reflects the various instances a fine-tuning activity is saved during the course of a change project. Every time the fine-tuning activity is saved, the project is listed in this table with a different date and time in Deployed On column. Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 85

86 To view these values, select a project in the Details table and click View Change Details in that table. Then complete the steps as described above for viewing values for fine-tuning settings to view the values maintained for the selected instance Solution Proposal During your SAP solution scoping session, you reviewed and selected specific business packages, topics, and options for your company. As a result, your business requirements have been matched with specific capabilities. The Solution Proposal report contains the results of your scoping session and is a record of your most recent decisions as well as the basis for your individual sales quote. Prerequisites Scoping has been started for the First Implementation project. Features Running the Report You can access this report from two locations: The Review step of the Edit Project Scope guided activity for your first implementation project The Reports view of the Business Configuration work center Before running the report, you can decide whether you want to access the executive summary or the detailed report. Report Content The Solution Proposal - Executive Summary report includes basic details about your company, the countries and types of business for which you want to implement your SAP solution, as well as a list of the business areas, work centers, and business packages that were selected for your SAP solution. It also includes overview statistics on the countries, types of business, business areas, and business packages selected and any additional requirements that you specified for implementing and running your solution. The Solution Proposal - Detailed report includes the following additional information: A breakdown of business packages into topics and options, with descriptions of each selected element Information about the data you need to migrate from your legacy system(s) A summary of the countries, types of business, and capabilities not in scope for your SAP solution See Also Prepare the First Implementation Project [page 337] Current Scope The Current Scope report provides a comprehensive overview of the scope and capabilities of your SAP solution, highlighting the changes that have taken place since your solution first went live , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

87 Prerequisites The Close Project activity has been completed for the First Implementation project. Features Running the Report You can access this report from the Reports view of the Business Configuration work center. Report Content The Current Scope report is organized as follows: Your Scoping Results contains the countries, types of business, and an overview of the scope of your solution. It also contains an overview of the work centers included. Your SAP Solution in Detail contains detailed information about the business areas selected, as well as the corresponding work centers. It also contains detailed information about the business packages, topics, and options selected. Your SAP Solution Statistical Summary contains overview statistics on the countries, types of business, and business areas, packages, topics, and options selected. Items Not in Scope contains a summary of countries, types of business, and capabilities not in scope for your solution. For each solution capability in scope, the report indicates whether the capability has been changed and, if so, when Your Notes Summary The Your Notes Summary report shows the notes added to business areas, packages, topics, and options during your SAP solution scoping session. This includes notes made by you, other administrators in your company, and potentially your SAP or partner solution advisor where issues arose or further clarification is required, for example, where a selection or a change needs to be discussed with colleagues. The report ensures that everyone working on the configuration of your SAP solution is kept informed of such issues. Prerequisites Scoping has been started for the First Implementation project. Features Running the Report You can access this report from the Review step of the Edit Project Scope guided activity for your first implementation project. For more information, see Prepare the First Implementation Project [page 337]. Business Configuration P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 87

88 Report Content This report provides a quick overview of all notes that were created during your SAP solution scoping session, grouped by business area. For each element that has a note, the report indicates whether the element is in scope for your solution , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Configuration

89 5 General Settings 5.1 Company About Job Definitions A job is a textual description of the duties of an employee as you would find it in the employment contract. The job consists of an ID and a name. It also has an expiry date, which initially is set to unlimited, but can be set to a specific date if a job should no longer be used. When employees are assigned or hired to an org unit, they require an association with a job in the system. The job then characterizes the employee assignment and is also used in to fulfill service-related tasks. In the Show dropdown in this view, you can display jobs according to the following criteria: Active (Unlimited Validity): Shows jobs that have no expiry date. Active (Limited Validity): Shows jobs that have an expiry date in the future. Inactive: Shows jobs that are outside their validity period. All: Shows all jobs. Tasks Create a New Job 1. Click New. The Define Job screen appears. 2. Enter a Job Name and a Job ID. You cannot change the Job ID once the job has been saved. 3. Attach a Job Description, if required. To do this, click Add, and then attach your file or link. You can replace a job description later, by editing the job and clicking Replace. 4. Click Save or Save and Close to save the new job. You can also create the next new job directly from this screen by clicking New. The new job has been saved to the system and added to the Job Definition overview list that appears when you first access the work center view. Whether the job is Active, Inactive, or Deprecated depends on the expiry date. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 89

90 5.1.2 VIDEO: Setting Up Service Teams Video Setting Up Service Teams (5m 12s) For Administrators: find out how to set up service teams Setting Up Teams For Ticket Handling As part of your implementation project you must define your company's organizational structure, including the structure of your service teams who will handle customer messages. Go to Administrator General Settings then under Company, click Org Structures. The org structure is comprised of units and provides a unified, graphical representation of your service team's organizational data. This structure is also used by the system for routing incoming customer messages to team and agent queues if the corresponding work distribution rules have been defined. For more information, see Defining Rules for Ticket Routing [page 143]. General Principles As you set up your organizational structure, you should observe the following general principles: The uppermost node you create should be a Company. The node directly below the company node should be a Service Organization. The nodes you create below the service organization should be Customer Service org units these are your teams of agents. Within your org structure, you can define multiple levels of customer service units either below the service organization or below other customer service nodes. All nodes to which you plan to assign employees must be below an org unit with the Reporting Line Unit definition so any and all org units above a customer service unit with employees assigned must have that definition selected. Prerequisites You have created or uploaded employee and product data. For more information, see Creating or Editing Employee Data [page 98] and Creating or Editing Products [page 145]. You have reviewed the business background documents outlined in the Org Structures Quick Guide. The guide provides the information you need to set up a consistent structure. You have gathered all data relevant for organizational management, such as the legal, managerial, and functional data of your enterprise. You use your existing organizational structure plan as a basis for creating the org structure in the system. When you start creating the structure, we recommend that you build from the top down; that is, start with , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

91 companies and business residences, and then add the business divisions or departments, including your service teams. When editing your org structure, always enter the effective-from date for your changes. Creating Your Org Structure The following sections outline specific settings or considerations for setting up your service org structure in SAP Cloud for Customer. You can also watch the video Setting Up Service Teams instructions, see the following documentation:. For detailed step-by-step Create and Edit the Org Structure During initial maintenance of the org structure, prior to go live, always choose the same, future, fixed date for the Effective From field when changing nodes or properties. Creating the Company The uppermost node that you create should be a Company. 1. Create a new org unit. 2. Under Definitions, select Company. 3. Under Functions, select Human Resources. 4. Maintain your other company details and save your entries. Creating the Service Organization The node you create directly below the company node should be a Service Organization org unit. A service organization represents the uppermost service unit within a service hierarchy. 1. From the editing view for the org structure, select the company org unit and click New then Org Unit. 2. Under Definitions, select the following: Business Residence Reporting Line Unit Segment Profit Center Cost Center 3. Under Functions, select the following: Service Organization Customer Service Sales Organization Sales 4. If your system is configured to include as a channel for tickets, you need to maintain the outbound e- mail address under Addresses. For more information, see Configuring Channels [page 183]. 5. Specify any other required data and save your entries. Creating Service Teams (Customer Service Units) You create the nodes for service teams below the service organization. You can also create service teams below other service teams. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 91

92 1. From the editing view for the org structure, select the service organization org unit (or a customer service org unit) and click New then Org Unit. 2. Under Definitions, select Reporting Line Unit. 3. Under Functions, select Customer Service. 4. Specify any other required data and save your entries. The org unit ID you specify will be the one that appears in the selection box for choosing a team queue when reassigning messages. 5. Continue creating service team org units as described until you are satisfied with the service hierarchy it represents. Adding Employees to Customer Service Units Prerequisites The employees you want to assign to the org unit have been created in the system. For more information, see Creating or Editing Employee Data [page 98]. Alternatively, you can assign employees to org units when you create the employee data in the system. You can only assign employees to org units that have a business residence in the hierarchy above them. This means that employees cannot be assigned at company and at business residence levels. 1. From the editing view for the org structure, select the relevant customer service org unit and choose the Employees tab. 2. Click Add. The system adds a line to the table. 3. In the Employee ID column, select the employee you want to assign to the org unit. The system automatically transfers the details of that employee to the table. 4. You can also assign a job to the employee using the Job ID column of the table. You create jobs in the Job Definition view. For more information, see About Job Definitions [page 89]. 5. Choose Save and choose one of the options under Activate to activate your changes. You can assign several employees to one org unit. Activating the Organizational Structure Once you have checked your org structure, resolved any inconsistency error messages, and are otherwise satisfied with your structure, you can activate it. Activation also saves your data. Click Activate and choose one of the following options: Activate All: Activates all org structures that are currently being displayed in the planning area. Activate Selected Structure: Activates the complete org structure related to the org unit that is currently selected. Activate Selected and Dependent Org Units: Activates the org structure from the org unit that is currently selected downwards. If, for any reason, you need to undo changes you have already saved, you must use the Roll Back button, which will also undo all other changes you have made in the planning area since the last save or activation. You must then rebuild your org structure. Roll Back rolls the planning area back to the last active version. It discards all changes made in the planning area since the last activation and copies the active area into the planning area , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

93 Result You have activated your org structure. It will now appear in the active area. You can now use the org structure in all processes and applications that refer to org data. Next Step Defining Rules for Ticket Routing [page 143] See Also Setting Up User Access Rights [page 138] Setting Up Organizational Management Under Administrator Org Structures, you establish your organizational sales structure as a prerequisite to going live. As you set up your org structure, we recommend that you observe the following principles: The uppermost node of your org structure must be a Company. The node that you create directly below the Company node must be a Sales Organization. Because a sales organization is required to process all corresponding sales documents for example, sales leads, opportunities, and so on we recommend that you define only one sales organization per org structure. The nodes that you create below the Sales Organization node must be Sales Units. Within the org structure, multiple levels of sales units may be defined. Sales units represent the sales departments or offices where sales documents are initiated. Nodes for Sales Units can be defined below the Sales Organization node, or below the nodes of other sales units. Tasks To establish your organizational structure, proceed as follows: Creating the Company 1. Select Administrator Org Structures. 2. In the Effective From field, specify today's date. 3. Choose New Org Unit. 4. Under Definitions, select the Company checkbox for this org unit. 5. Under Definitions, specify the Country of Registration and Default Currency for this org unit. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 93

94 The default currency that you specify will cascade downward to all subordinate sales units, and will appear, by default, on all sales documents. 6. Under Addresses, specify a main address for this company. We recommend that no functions be maintained for this company. 7. Choose Save and Close. Creating the Sales or Marketing Organization 1. Select Administrator Org Structures. 2. Select the org unit of the Company, then choose Edit. 3. Choose New Org Unit 4. Specify the required entries under General, Definitions, and Addresses. 5. Under Functions, select the appropriate checkboxes from the following: Sales, Sales Organization, and Marketing. 6. Save your changes. Creating Sales Units or Marketing Units 1. Select Administrator Org Structures. 2. Select the org unit under which you want to create a sales or marketing unit and choose Edit Org Unit. 3. Choose New Org Unit. 4. Specify the required entries under General, Definitions, and Addresses. 5. Under Functions, select Sales or Marketing or both. 6. Save your changes. Activating the Organizational Structure 1. Select Administrator Org Structures. 2. Select the org structure to be activated. 3. Choose Check Check Selected Structure to ensure that the org structure is correct and consistent. 4. Choose Activate Activate Selected Structure. Creating Job Definitions A job is a textual description of the duties of an employee as you would find it in the employment contract. The job consists of an ID and a name. It also has an expiry date, which initially is set to unlimited, but can be set to a specific date if a job should no longer be used. When employees are assigned or hired to an org unit, they require an association with a job in the system. The job then characterizes the employee assignment and is also used in to fulfill service-related tasks. In the Show dropdown in this view, you can display jobs according to the following criteria: Active (Unlimited Validity) Shows jobs that have no expiry date. Active (Limited Validity) Shows jobs that have an expiry date in the future. Inactive , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

95 Shows jobs that are outside their validity period. All Shows all jobs. To create job definitions, proceed as follows. 1. Choose New. The Define Job screen appears. 2. Enter a Job Name and a Job ID. You cannot change the Job ID once the job has been saved. 3. Attach a Job Description, if required. To do this, click Add, and then attach your file or link. You can replace a job description later, by editing the job and clicking Replace. 4. Click Save or Save and Close to save the new job. You can also create the next new job directly from this screen by clicking New. The new job has been saved to the system and added to the Job Definition overview list that appears when you first access the work center view. Whether the job is Active, Inactive, or Deprecated depends on the expiry date. Assigning Managers to Organizational Units As an administrator, you can identify an employee as a manager by defining that employee as the manager of an org unit. The manager of an org unit enjoys unique access privileges, and can access the data of his or her subordinates, using the My Team filter. Only one manager can be assigned to a particular org unit. Moreover, before an employee can be identified as the manager of an org unit, the employee must be assigned to that org unit. You can fulfill this requirement when the employee is created. For more information, see Creating or Editing Employee Data [page 98]. If this requirement is not fulfilled, ensure that the appropriate org unit and job definition are assigned to the employee. For more information, see About Job Definitions [page 89]. To assign managers to org units, proceed as follows. 1. Select Administrator Org Structures. 2. In the details section of the General tab, assign managers to the org units of your org structure. 3. On the Definitions tab, select the Reporting Line Unit checkbox for all org units to which you have assigned a manager. 4. Activate the org structure. If Territory Management is in scope, then ensure that the Territory Management work center is assigned to the business user of the manager. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 95

96 5.2 Users Creating Administrators in SAP Cloud for Customer When you first receive your SAP Cloud for Customer system, you must use the initial user to create a service agent. You will then use this service agent as an administrator to create other administrators and proceed with the rest of the system setup and configuration activities. The initial user should only be used to create your service agent administrator. Process to Create Administrators Tasks Create a Service Agent for Your Administrator This service agent that is unrelated to customer service agents in SAP Cloud for Social Engagement or SAP Cloud for Service. 1. Log on to the system with the initial user and password provided by SAP. 2. Go to Business Partners Service Agents. 3. Choose New, then Service Agent. 4. Enter the relevant data, then save. 5. Choose Request User, then close. When a service agent is created, a corresponding business user is automatically created in the SAP Cloud for Customer system. The business user has information on user attributes and access rights. You must next edit the business user to assign access rights. Assign Work Centers and Views 1. Go to Application and User Management User and Access Management Business Users , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

97 After setting up the first administrator, you can access this same work center view under Administrator General Settings Business Users. 2. From the Show dropdown list, select All Business Users, then choose Go to execute the query. 3. Highlight the business user you want to edit. 4. Choose Edit and select Attributes. 5. Enter and confirm the initial password. 6. Save your changes and choose Edit Access Rights. 7. Assign the relevant work centers and views and maintain the necessary access rights. Expand a work center to see all the associated views. You can then assign a subset of the views within a work center. You can grant the administrator access to specific activities in the activity list by allowing access only to the corresponding business areas in the Business Configuration work center. You must assign access rights to all work centers where the administrator will need to perform activities. Refer to the following for lists of recommended work centers and views: Recommended Business Roles and Work Center Assignments for SAP Cloud for Social Engagement [page 132] Recommended Business Roles and Work Center Assignments for SAP Cloud for Service [page 125] Recommended Business Roles and Work Center Assignments for SAP Cloud for Sales [page 114] For more general information on managing users and assigning access rights, see the Business Users Quick Guide [page 99]. Create Other Administrators You must now use the service agent administrator to create one or more administrators, by doing the following: 1. Create an employee for each additional administrator. For more information, see Creating or Editing Employee Data [page 98]. When an employee is created, a corresponding business user is also automatically created in the SAP Cloud for Customer system. The business user has information on user attributes and access rights. 2. We recommend that you create one or more administrator business roles to streamline access rights assignment and maintenance. For more information, watch the video Assigning User Access Rights by Roles and see the following: Recommended Business Roles and Work Center Assignments for SAP Cloud for Social Engagement [page 132] Recommended Business Roles and Work Center Assignments for SAP Cloud for Service [page 125] Recommended Business Roles and Work Center Assignments for SAP Cloud for Sales [page 114] Business Roles Quick Guide [page 110] 3. Assign the newly created business users access rights by following the steps in the Assign Work Centers and Views task above. If you have created administrator business roles, you can assign them under the Business Role Assignment tab while editing access rights. 4. Use these administrators to continue your first implementation project by completing the tasks in the following: Getting Started for SAP Cloud for Social Engagement Administrators [page 18] General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 97

98 Getting Started for SAP Cloud for Service Administrators [page 23] Getting Started for SAP Cloud for Sales Administrators [page 28] Locking the Initial User and the Service Agent Administrator You can lock the initial user and assign contact types to service agents in the Define Administrators for Project Team activity. Go to Business Configuration Implementation Projects. Select your implementation project and choose Open Activity List. Find Define Administrators for Project Team under Prepare or All. If you do not lock the initial user manually, it will be locked automatically upon completion of the Confirm Milestone: Go Live activity. The service agent administrator should be used only for the First Implementation Project. If the service agent is also an employee in your company, you need to create an additional employee for him or her during migration. After you go live, the service agent administrator should be locked. Before locking the service agent administrator, ensure that at least one employee has unrestricted write access to the Business Users view in the Administrator work center Creating or Editing Employee Data As an administrator, you can create employee records manually or upload the data using the migration tool available through the implementation project activity, Migration of Employee Data. Go to Administrator General Settings, then under Users, click Employees. This view allows you to view, create, and update the most essential employee data. It provides an overview of an employee s work details including inhouse address and communication data. When you create a new employee, an inactive user login profile is created. You can view organizational details, such as the organizational unit, the job title, the reporting line unit, and the manager. Tasks Create and Edit Employee Data 1. In the worklist of the Employees view, click New, then choose Employee. 2. Enter the employee's name, in-house address, communication details and other employee-specific details, such as the employee s organizational assignments. You can also add more information to a particular employee by selecting the employee in the worklist and clicking Edit. 3. If you are using the sales and marketing features of SAP Cloud for Customer and have implemented the integration with Microsoft Outlook, then it is important that you specify a unique address for each employee. For more information, see Working from Microsoft Outlook. 4. Click Save to save the new employee , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

99 For data protection reasons, personal data of employees can be removed by an administrator responsible for data privacy, if requested. If the personal data of an employee has been deleted, you can still display the business partner in question, for example, in related business documents or overviews. The ID of the business partner will then be shown in an anonymized form. For more information about data privacy management, see Data Privacy Management in Business ByDesign. Delimit the Validity of an Employee If you want to delimit the validity of an employee record, enter the appropriate date in the Valid To field. From this date, you can no longer use this employee in new business processes. The value in the field is set to Unlimited by default. Follow-On Tasks Once employee data is created, you can also assign business roles and maintain business user attributes and access rights. For more information see: Business Roles Quick Guide [page 110] Business Users Quick Guide [page 99] Business Users Quick Guide The Business Users view allows you to manage users and assign access rights. You can create and edit user attributes, assign access rights, and define security policies. In addition, the business users view provides you with personal information about users, for example, employee ID, org unit, address, phone number, and their location. Depending on your solution, you can access the Business Users view from the Administrator or the Application and User Management work center. Business Background User and Access Management User and access management allows you, as an administrator, to manage users and assign access rights. It enables you to lock and unlock users, assign work centers and work center views, and restrict read and write access to specific data. For more information, see User and Access Management Segregation of Duties Segregation of duties is designed to minimize the risk of fraud and errors, and protect company assets such as data or inventories. This is done through the appropriate assignment of access rights by distributing responsibility for business processes and procedures among several users. For example, the requirement to have two employees General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 99

100 responsible for the payment process. One employee creates a check and second employee signs it, ensuring that the responsibility for spending company finances is shared between two users. The segregation of duties check helps administrators in user and access administration do their job by enabling them to assign access rights which are free of conflicts. This check enables them inform business process owners of existing conflicts, so that they can implement process controls to mitigate conflicts. For more information, see Segregation of Duties. Tasks Unlock Password 1. In the Business Users subview, select the user for whom you want to unlock the password. 2. Click Edit, then choose Attributes. 3. Deselect the Password Locked checkbox. 4. Save your changes. Generate or Deactivate Password 1. Click Actions, then choose Generate Password. 2. On the dialog box, click OK. An containing a new password is sent to the user s workplace address. If no address has been entered in the system, the password is displayed at the bottom of the screen. 3. To deactivate a user's password, click Actions, then choose Deactivate Password. If you deactivate a user's password, the employee can no longer log on to the system using a password. Unlock and Lock a Business User 1. In the Business Users subview, select the user you want to lock or unlock. 2. Click Lock User or Unlock User. You cannot lock your own user in the Business Users subview. Edit User Attributes 1. In the Business Users subview, select the user you want to edit. 2. Click Edit, then choose Attributes. 3. You can enter or change the employee's user ID, validity period, password, and global settings, such as language and time zone. If you enter or change the password, the employee is prompted to change the password the next time he or she logs on to the system. For information about language settings, see the section Regional Settings in the document Personalizing My Settings. You can also specify the security policy that should apply to the password of the user. If you do not specify a security policy, the default security policy is used , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

101 You cannot change your own password in the Business Users subview. You can only change your password on the logon screen or in personalization, under Personalize My Settings. 4. If you want to edit the certificates that are assigned to the user, click Actions and then choose Manage Certificates. Here you can remove certificates from the user and block certificates that were issued prior to a specified date and time. The block date enables you to protect the system against system access by unauthorized persons who have a valid user certificate. You can also upload S/MIME certificates. For more information, see the documentation on Security. 5. Save your changes. Assign and Edit Access Rights We recommend that you use business roles to assign access rights to users. You can assign a business role to the user on the Business Role Assignment tab on the Edit Access Rights screen in the Business Users view. For more information, see the Business Roles Quick Guide [page 110]. If you have a small number of users to whom you want to give individualized access rights, you can also directly assign access rights to the user. 1. In the Business Users subview, select the user you want to edit, click Edit, then choose Access Rights. 2. Then choose one of the following options: Copy from Business Role (choose Actions,Copy from Business Role) Using Copy from Business Role does not assign the business role to the user. Choose this option if the following applies: You do not want to create an assignment between the business user and business role as described above. AND No business roles are currently assigned to the user. When you choose this option you can also choose to Retain Existing Authorizations. In this case the user keeps his or her existing authorizations and gains the authorizations in the business role. Again, this does not create an assignment between the business role and business user. Edit Without Business Roles (choose Edit Without Business Roles ) Choose this option if the following applies: You have previously granted access rights to a business user via a business role and want the user to retain these access rights. This option removes all assigned business roles but retains the existing access rights. Copy from User (choose Actions,Copy from User) General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 101

102 Select the user from whom you want to copy the access rights. This copies work center and view assignments as well as access restrictions. Assigned All Proposed Work Centers and Views (choose Actions,Assigned All Proposed Work Centers and Views) The system proposes the work center according to the function of the org unit to which the user is assigned. If you want to assign all proposed work centers and their views, click Actions and choose Assign All Proposed Work Centers and Views. If no function is assigned to the org unit of the user, no work centers and views are proposed. In this case, the option Assign All Proposed Work Centers and Views is disabled. Assign Access Rights Manually to User (choose Work Center and View Assignment ) 1. Choose the work centers you want to assign to the user from the list of Available Work Centers, and select the Assigned to User checkbox. 2. To remove a work center, deselect the corresponding checkbox. 3. For each selected work center, the system displays the associated views in the list of Available Work Centers and Views. Choose the views you want to assign to the user and select the Assigned to User checkbox. You can also remove views by deselecting the corresponding checkbox. Note that when you assign a work center view to a user, you also assign the corresponding mobile view to the user. There are some exceptions for certain mobile applications. For more information, see the documentation of your SAP mobile application. 4. Check whether the assignments conflict with segregation of duties. Conflicts with segregation of duties are displayed with a red traffic light. If there are any segregation of duty conflicts, see the solution section for resolving the conflict. 5. If you want to restrict read and write access, choose Access Restrictions. a. Select the view for which you want to restrict access rights and choose the corresponding access restriction in the Read Access and Write Access column. You can choose between the following settings for access restrictions: No Access (only available as restriction for write access) The user has no write access. Unrestricted The user has access to all business data related to the view. Restricted The user only has access to specific business data, depending on the access context. If you select Restricted, you can further restrict read and write access on the basis of the access group under Detailed Restrictions. For example, if a view has the Site access context, you can restrict write access in this view for business documents that belong to a specific site. To do so, select or deselect the corresponding checkbox in the Read Access or Write Access column , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

103 b. If you want to grant the user access to data that is no longer in use, choose Historic Restrictions. Select or deselect the corresponding checkbox in the Read Access or Write Access column. 3. Check Access Rights Consistency 1. To check whether the access rights are consistent, click Actions, then choose Check Access Rights Consistency. Each view provides specific activities that can be performed by a user with corresponding access rights. Note that in some cases the same activities can be performed in multiple views. It may happen that you define different access restrictions for views that provide the same activities. When users perform these activities, the access rights that take effect consist of the sum of the different access restrictions for all views that include the activities. Checking consistency enables you to identify these views and activities. 2. If there are any activities displayed on the Check Access Rights Consistency screen, some access rights are inconsistent. In this case, check whether you need to redefine the access rights. Using the Show list box on the Check Access Rights Consistency screen, you can choose between the following options: Inconsistencies Excluding Common Authorizations View All Inconsistencies Inconsistencies Excluding All Views of Home 4. Save your changes. Update Users/Simulate User Update If a user is assigned to a business role, the user should have all the access rights defined in the assigned business role. If the access rights deviate from the assigned business roles, you can simulate or start a user update to identify these deviations. Deviations may occur if the user was locked for editing the last time the user update was started or if a business role has been changed without starting the user update. Deviations may also occur if the user has access rights that were previously granted manually. You can see the effects a user update would have by simulating a user update. In the Business Users view, choose Update Access Rights, then Simulate Update of Single User or Simulate Update or All Users. To view the results of the update or the simulation of the update, choose Update Access Rights, Show Background Runs of All Users. Here you can see the processing status of any update runs. Click on Display Log to see detailed information about the update run. Once you have solved any issues that may have arisen during the simulation, you can start the actual update from either the Business Roles or the Business Users view: From the Business Users view, choose Update Access Rights, Update Single User or Update All Users. From the Business Roles view, select the relevant business role, then choose Assigned Users, Update Users. If you have not resolved any deviations that occurred during the simulation, the solution will issue error messages about these deviations. You can review these messages in the Application Log. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 103

104 Edit Security Policies Start the Edit Security Policies common task. For more information, see Security Policies Quick Guide [page 139] Configure Your Solution for Single Sign-On Overview This document describes how to set up your solution to use front-end Single Sign-On (SSO). You configure SSO in your system using the Configure Single Sign-On common task, which can be started from Management Common Tasks. Application and User For more information, see Front-End Single Sign-On. Prerequisites You have downloaded the XML file of the metadata of your identity provider (IdP). Procedure 1. Choose My System. 2. Click Download Metadata and save the XML file for upload into the IdP. Some IdPs can upload all information from the metadata XML file. Other require manual entry of the information contained in the file. 3. Specify whether the employee can manually choose between logging on with user ID and password or SSO by selecting the Manual Identity Provider Selection checkbox. 4. In the SSO URL section, specify which URL should be used by the employee to logon to the system. In the URL Sent to Employee dropdown list, you can choose between the following options: Non-SSO URL The system sends only the normal system URL to the employee. The employee cannot log on using SSO, and must use password or certificate instead. SSO URL The system sends only the SSO URL to the employee. The employee can log on using SSO. Authentication request is redirected through the IdP. Automatic Selection If SSO is not active, the system sends the normal system URL to the employee. If SSO is active, the system checks whether the employee has a password. If a password is available, both SSO URL and Non-SSO URL are sent to the employee. However, if the employee has no password, only the SSO URL is sent to the employee. 5. Choose Identity Provider. 6. Click New Identity Provider and select the metadata XML file that you have downloaded from your IdP. By importing the metadata, the system automatically uploads the required signature certificate and encryption certificate , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

105 7. If you have multiple identity providers configured and you have not selected the Manual Identity Provider Selection checkbox in step 2, you have to specify the default IdP, which is automatically selected when logging on to the system. To do so, select the corresponding IdP and click Actions, then choose Set To Default. 8. If required, you can specify the Alias, which defines the displayed name of the IdP that appears in the logon screen. 9. If your IdP requires the element Assertion Consumer Service URL in the SAML request, select the Include Assertion Consumer Service URL checkbox. 10. Once you have configured your IdP, activate SSO in your solution. To do so, click Activate Single Sign-On. 11. Save your changes Enabling the Live Activity Pane Overview The Live Activity pane allows agents to see detailed information for a telephone call in progress and make notes to the phone activity generated for the call, if the agent has installed the SAP Cloud for Customer CTI Client Adapter. To enable the Live Activity pane, you need to enable two scoping questions and also assign the agent the Phone Activity view. Tasks Scoping Questions Answer the scoping questions for computer telephony integration according to Enabling Features in Scoping for SAP Cloud for Service or Social Engagement [page 46]. Phone Activities Assignment Assign your employees the Phone Calls view of Activities. For more information, see Assign and Edit Access Rights in Business Users Quick Guide [page 99] Handling Authorization Restrictions The ability to grant and restrict authorizations is supported for the following items: Accounts Contacts Marketing Leads Sales Leads Opportunities Sales Quotes Activities (that is, s, tasks, appointments and phone calls) Authorizations for these items can be restricted either to the employees associated with the specific item, or to the territory that is automatically determined or manually maintained for that item. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 105

106 Moreover, for activities, the 360 Overview is supported, allowing authorizations for activities to be granted to the associated account. Tasks Maintaining Authorizations in Identity and Access Management Within Identity and Access Management, authorizations can be granted using the access group IDs Employees and Territories for all employees in your organization, or for all territories in your model. You, as an administrator, can access Identity and Access Management for employees and territories as follows: 1. Choose Administrator, then Business Users. 2. Specify the business users who are to receive the authorizations. 3. For each applicable user, choose Edit Access Rights. The access group IDs Employees and Territories are primarily used to structure the display of the employees and territories in your organization. We recommend that you do not maintain authorization restrictions for all employees or all territories in your organization, but rather define the corresponding work center views as unrestricted, if required. For the access group ID Employees, you can restrict authorizations for the access context Employee (code 1010) as described below, under Restricting Authorizations by Employees. For the access group ID Territories, you can restrict authorizations as described below, under Restricting Authorizations by Territories. Authorizations for activities are automatically granted to an employee at the time that he or she is defined as the employee responsible for the account associated with the activity. This feature is enabled for activities by the 360 Overview. Restricting Authorizations by Employees By editing the access group ID Employees, you, as an administrator, can grant authorizations to employees to see items of their own, or of other employees. Employees who have been granted the appropriate authorizations can see or update each item, as described below: Provided that they belong to the account team, meaning that they are directly associated with an account by means of any role (including a customer-defined one), authorized employees can view or update accounts. Provided that they belong to the account team of an account that is associated with a contact, authorized employees can view or update contacts. Provided that they are assigned the role Employee Responsible or Sales Employee, authorized employees can view or update marketing leads, sales leads, opportunities, or sales quotes. Provided that they are assigned the role Employee Responsible or Sales Employee, authorized employees can view or update opportunities or sales quotes. Provided that they are assigned the role Employee Responsible, authorized employees can view or update activities , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

107 Employees who are authorized to view the items of other employees can also see the items of those employees. Moreover, items for which no employee has been assigned the role Employee Responsible can be accessed by any employee. By the same token, marketing leads and sales leads for which no employee has been assigned the role Employee Responsible or Sales Employee can also be accessed by any employee. Within Identity and Access Management, employees can be displayed either in simple list format, or in the corresponding organizational hierarchy, which indicates the employees responsible for each organizational unit. You, as an administrator, can therefore choose to modify either the authorizations of an individual employee, or of the employees who are assigned to the relevant organizational unit. If you choose to modify authorizations in relation to a particular organizational unit, then the authorization changes will be applied to all employees who belong to that organizational unit, or to any subordinate unit. At a later date, you can also modify the authorizations of individual employees on this organizational unit, if desired. Although changes in the assignment of employees to a particular item are automatically considered in relation to their authorizations, additional action is required in the event that responsibility for an organizational unit changes from one manager to another. In this case, you, as an administrator, must reassign authorizations, as follows: For managers, all organizational units for which the manager is responsible are proposed, including the employees who are assigned to subordinate organizational units. Managers themselves are also included in this proposal, since they are also employees who are assigned to the uppermost organizational unit. For employees, only employees are proposed. Restricting Authorizations by Territories Authorizations for the items named above can also be restricted on the basis of the territory that is automatically determined or manually maintained for that item. Only one territory can be assigned to any item at a given time. The universal unique identifier (UUID) of that territory is recorded within the access control list of the corresponding item. If an employee is assigned to a particular item, but no territory is indicated for that item, then only the employees who have inherited the corresponding employee authorization restrictions of that item can view or update it. By editing the access group ID Territories, you, as an administrator, can grant authorizations to the business users that are associated with the territories in question. If you modify the authorization of a business user in relation to a territory, then that user can view or update the items that are assigned to that territory, or to any corresponding subterritory. For example, if you assign authorization to an employee to view or update items that are related to a certain territory for example, the United States, or Germany then that employee can also view or update items that are related to subordinate territories for example, California or Florida (for the United States), or Berlin or Bavaria (for Germany). General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 107

108 Although changes in the assignment of territories to a particular item are automatically considered in relation to their authorizations, additional action is required in the event that the responsibility for a territory is reassigned from one manager to another. In this case, you, as an administrator, must reassign authorizations for the items that are associated with that territory, and with all associated subterritories. If you accept the default proposal for the reassignment of authorizations, then the corresponding employees can view or update items for all associated subterritories. Restricting Authorizations for Activities in the 360 Overview For s, tasks, appointments and phone calls, the 360 Overview is supported, meaning that an employee who is responsible for an account shall see all activities that are related to that account, even if the employee is not one of the involved parties in the activity, and even if the employee lacks the authorizations that are inherited from employee or territory authorization restrictions. The 360 Overview is only active, if the authorization restriction is performed using a business role with the restriction rule 1 - Assigned Territories, Accounts, and Employees (for Manager) on the corresponding work center view: Appointments, E- Mails, Phone Calls, or Tasks. If you want to assign an employee to an account, it is not necessary to maintain both the account master data and the authorizations. Consequently, any updates that are performed for the authorizations of an account in relation to an employee occur automatically. For example, suppose that an employee is responsible for three accounts, meaning that only those accounts appear for the user of that employee within Identity and Access Management. If you edit the access restrictions for the user of this employee and select Assign Proposed, then the solution proposes that the employee receives access to the appointments for all three accounts. If the same user is assigned, under Customers Accounts, as the employee responsible for a second account, then it is not necessary, within Identity and Access Management, to edit the access restrictions for the user of the employee in relation to the second account, because the corresponding restrictions for that account are processed automatically at the time that the assignment as employee responsible is saved. The restrictions for the second account automatically become visible within Identity and Access Management. Recommended Rules for Authorization Restrictions To lessen the effort that is required for the maintenance of authorizations, administrators can apply restriction rules within a particular access context; these rules are binding for the overall master data model, meaning that you do not need to maintain master data and user restrictions separately, or devise multiple business roles. Rather, you, as an administrator, can specify a restriction rule within a business role, and then assign that business role to multiple users. With this approach, authorizations are automatically derived from the existing master data model. If master data changes occur after the initial assignment of a restriction rule to a business user, then you, as an administrator, must update your business users, as follows, to ensure that these changes are considered: 1. Choose Administrator, then Business Roles. 2. Find the relevant business role. 3. Choose Actions Update Business Users , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

109 Whenever you, as an administrator, maintain the authorizations of business users, we recommend that you assign business roles to these users in concert with restriction rules, as described below. Using Restriction Rules in Access Context 1015 Access context 1015 (Employee or Territory) can be applied to accounts, contacts, marketing leads, sales leads, opportunities and sales quotes. Two restriction rules, described below, are delivered for this access context: Assigned Territories and Employees (for Managers) This restriction rule grants authorization for: the employee himself or herself all employees within the line organization of the employee, if the employee is a manager all territories to which the employee is assigned, and all subterritories beneath them Assigned Territories and Employees of User This restriction rule grants authorization for: the employee himself or herself all territories to which the employee is assigned, and all subterritories beneath them If Territory Management is not in scope, then these restriction rules are entitled as follows: Assigned Employees (for Managers) Employee of User Using Restriction Rules in Access Context 1016 Access context 1016 (Employee, Territory, or Account) can be applied to activities. One restriction rule, described below, is delivered for this access context: Assigned Territories, Accounts and Employees (for Managers) This restriction rule grants authorization for: the employee himself or herself all employees within the line organization of the employee, if the employee is a manager all territories to which the employee is assigned, and all subterritories beneath them all accounts for which the employee is assigned as a member of the account team This restriction rule is an extension of the one described above for access context If Territory Management is not in scope, then this restriction rule is entitled as follows: Assigned Accounts and Employees (for Managers) Troubleshooting This section describes authorization issues that you, as an administrator, may encounter, and how you can resolve them. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 109

110 Authorization for a certain user has been restricted for a particular item, but the user can still view or edit the item. This issue commonly arises for one of two reasons: No Employee Responsible is defined for the marketing lead, sales lead, opportunity, activity, or sales quote. Any user can view or edit any marketing lead, sales lead, opportunity, activity or sales quote for which no Employee Responsible is defined, even if the user is otherwise restricted from accessing leads, opportunities, activities, or sales quotes. The restricted item appears in two different tabs, but you did not restrict the user's authorization in the same way in each tab. For example, if opportunities are not restricted under Analysis Pipeline and Analysis Forecast in the same way, then users who are restricted from seeing opportunities in the sales pipeline may nonetheless see opportunities in the forecast opportunity list, or vice versa. The organizational or territory assignment of a sales manager has changed, but the sales manager cannot access the items that relate to the new assignment. If master data changes occur, then you, as an administrator, must update your business users, as follows: 1. Choose Administrator, then Business Roles. 2. Find the relevant business role. 3. Choose Actions Update Business Users. This action is especially important if you change, for example, the managerial responsibility for organizational centers within the organizational hierarchy, or if you modify the assignment of employees to territories Business Roles Business Roles Quick Guide A business role is a set of access rights that you can assign to multiple business users who perform similar business tasks. You can also make employee assignments to define who is responsible for changing a business role, for example, managers who need to change business roles that are relevant for their business areas. Depending on your solution, you can access the Business Roles view from the Administrator and/or Application and User Management work center. Business Background Working with Business Roles You use business roles to assign access rights to multiple business users who carry out the same activities. When creating and editing a business role, you can assign work centers and work center views, and define access restrictions for each view. For more information, see Working with Business Roles , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

111 Tasks Create a Business Role 1. In the Business Roles view, click New, then choose Business Role. 2. Choose General. Enter the ID, Name, and Description of the business role. 3. Under Users Responsible you can enter other users to whom you want to give responsibility for the business role. These users will then see the business role when they choose Show - My Business Roles in the business role worklist. Note that the user who creates the business role is automatically added to this list. However, anyone who is authorized to make changes in the Business Roles view can change the business role. 4. Choose Work Center and View Assignment and from the list of Available Work Centers, choose the work centers you want to assign to the business role and select the Assigned to Business Role checkbox. You can also remove work centers by deselecting the corresponding checkbox. If you want to copy the access rights from a business user or from another business role, click Copy, then choose From User or From Business Role. 5. For each selected work center, the system displays the associated views in the list of Available Work Centers and Views. Choose the views you want to assign to the business role and select the Assigned to Business Role checkbox. You can also remove views by deselecting the corresponding checkbox. Note that when you assign a work center view to a business role, you also assign the corresponding mobile view to the business role. There are some exceptions for certain mobile applications. For more information, see the documentation of your SAP mobile application. 6. Check whether the assignments conflict with segregation of duties. Conflicts with segregation of duties are displayed with a red traffic light. If there are any segregation of duty conflicts, see the solution at the bottom of the screen in the Segregation of Duty Conflicts table. 7. If you want to restrict read and write access for users to whom this business role is assigned, choose Access Restrictions. a. Select the view for which you want to restrict access rights and choose the corresponding access restriction in the Read Access and Write Access column. You can choose between the following settings for access restrictions: No Access (only available as a restriction for write access) The user has no write access. Unrestricted The user has access to all business data related to the view. Restricted The user only has access to specific business data, depending on the access context. If you select Restricted, you can restrict read and write access on the basis of predefined restriction rules that you can choose from the Restriction Rule dropdown list. If you choose the Define Specific Restrictions restriction rule, another list appears in which you can restrict the access to specific data, which is defined General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 111

112 by the access group. For example, if a view has the Site access context, you can restrict write access in this view for business documents that belong to a specific site. To do so, choose Detailed Restrictions and select or deselect the corresponding checkbox in the Read Access or Write Access column. b. If you want to grant the user access to data that is no longer in use, choose Historic Restrictions. Select or deselect the corresponding checkbox in the Read Access or Write Access column. 8. To check whether the access rights are consistent, click Actions and choose Check Access Rights Consistency. Each view contains specific activities that can be carried out by a user with the necessary access rights for the view. Note that some activities can be carried out in multiple views. Therefore, when you grant access rights, you should be aware that if there is a conflict, unrestricted access rights override any restrictions you have defined. View A and view B both contain activity C. For view A, a user has unrestricted read and write access but for view B, the same user has read-only access. Because unrestricted access rights override restricted access rights, the user will actually have both read and write access to both views. Checking consistency enables you to identify these views and activities. 9. If there are activities displayed on the Check Access Rights Consistency screen, the access rights are inconsistent. Check whether you need to redefine the access rights. 10. Before you can assign the business role to a business user, you must first activate it, by clicking Actions, then choosing Activate. The status of the business role changes from In Preparation to Active. You can also save the business role without activating it. Assign a Business Role to a Business User 1. Go to the Business Users work center view. 2. Select the business user to whom you want to grant the access rights defined in the business role. 3. Click Edit, then choose Access Rights. 4. Choose Business Role Assignment. 5. Under Available Business Roles, you can see all active business roles that are available in the system. To assign a business role to the user select the corresponding checkbox in the Assigned to User column. Selecting the Assigned to User checkbox creates an assignment between the business user and the business role. This ensures that the access rights of the business user are updated when the business role is changed and a user update run is started. For more information about the user update run, see the section Edit a Business Role below. The system copies the access rights from the business role to the user , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

113 If a user is assigned to a business role and you save the user's access rights, the access rights in the business role overwrite any access rights that you have previously given to the user manually. If you want keep the user's current access rights, you can either work without business roles or you can update the business roles with the missing access rights. For more information about assigning access rights without assigning business roles, see the Business Users Quick Guide [page 99]. 6. Save your changes. Edit a Business Role 1. In the Business Roles view, select the business role you want to edit. 2. Click Edit and make the required changes as described above under Create a Business Role. 3. Save your changes: Before starting a user update, we recommend that you simulate the update. You do this in the Business Users view. For more information see the Business Users Quick Guide [page 99]. 1. To save your changes and start a user update, choose Save and in the Update Assigned Business Users popup choose Confirm. 2. To save your changes without starting a user update, choose Save and in the Update Assigned Business Users popup choose Save Without User Update. If one or more business users cannot be updated when the user update run is started, the solution issues error messages detailing the problems specific to those business users. For example, this can occur if a business user is assigned to a business role and has additional access rights that were assigned manually. If you want keep the user's current access rights, you can either work without business roles or you can update the business roles with the missing access rights. For more information about assigning access rights without assigning business roles, see the Business Users Quick Guide [page 99]. All other business users are updated with the changed access rights. 4. To view the results of the update, choose Assigned Users, Show Background Runs. Here you can see the processing status of any update runs. Click on Display Log to see detailed information about the update run. On the General tab, you can see messages summarizing the results of the update run. For more detailed information, go to the Results tab where you can see details of errors that occurred per business user. Based on this information, you can choose whether to change the business role, create a new business role, or edit the user s access rights without a business role. Delete a Business Role 1. In the Business Roles view, select the business role you want to delete. 2. Click Actions, then choose Set to Obsolete. The status of the business role changes to Obsolete. 3. To delete the business role, click Delete. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 113

114 An obsolete business role can only be deleted if it is no longer assigned to any business user. To reactivate a business role with the status obsolete, choose Actions, Undo Obsolete VIDEO: Assigning User Access Rights by Roles Video Assigning User Access Rights by Roles (3m 40s) For Administrators: find out how to create roles that you can assign to users for easier maintenance of user access rights Recommended Business Roles and Work Center Assignments for SAP Cloud for Sales Access rights for SAP Cloud for Customer are based on work centers and the views within each work center. To simplify maintenance and assignment of access rights to users, SAP recommends that you define business roles to which you assign work centers and views. You can then assign one or more roles to each employee who has a user in the system. The Home page is accessible by all users and not assigned via a work center. The content and tiles available on the home page are determined by the work centers and authorizations assigned to each user. For more information on how to create business roles, see the Business Roles Quick Guide [page 110]. The following tables outline the recommended business roles and the standard set of work centers and work center views they should include. You can of course create your own set of business roles and assign them access rights that suit your particular business processes. Not all work centers listed in the system are supported or required by SAP Cloud for Customer. For a complete list of the supported work centers and work center views for SAP Cloud for Service, see About SAP Cloud for Customer [page 8]. The administrator role described below should be used for most of the setup and configuration activities outlined in Getting Started for SAP Cloud for Sales Administrators [page 28]. To set up an administrator with the initial user, see Creating Administrators in SAP Cloud for Customer [page 96] , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

115 Recommended Work Center Assignments for the Administrator Role Work Center Name Work Center ID Work Center Views Description Activities COD_ACTIVITIES All Access information about appointments, s, phone calls, and tasks. Activity Planner ACTIVITYWORKLIST All Plan activities, such as surveys and tasks, to use when conducting customer visits. Administrator SEODADMINWCF When assigning the Administrator work center, the system may require you to also assign the Business Analytics work center which you don't need and is not supported. If this happens, go ahead and make the additional assignment, then deselect Administrator first, followed by Business Analytics. And finally, select Administrator again. All Access the activities you need to perform for setup, configuration, and operations. This work center also provides access to the Business Analytics views that enable you to create custom reports. Analysis COD_ANALYSIS All Access system analytical data and reports. Application and User Management Business Configuration ITS_APPLICATIONUSERM ANAGEMENT BC_BUSINESSCONFIGURA TION Business Task Management (BAS_BUSINESSTASKMAN AGEMENT) All Process system notifications. Access your implementation project, including scoping and configuration activities. Competitors COD_COMPETITOR_WC All Access information about competitors and competitor products. Customers CODACCOUNTWC All Access information on corporate accounts, contacts, and individual customers. Data Privacy Management DATAPRIVACY All Remove employee data and private account data. Feed COD_FEEDWCF COD_FEEDWCVIEW ROBUSFEEDS_WCVI EW Add this view only if you intend to use the SAP Jam Feed as a separate view, while still using the native Feed. Send and receive feed updates, allowing you to quickly communicate and collaborate with your network. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 115

116 Work Center Name Work Center ID Work Center Views Description ipad Offline IPAD OFFLINE All Access the ipad app offline. Library COD_CONTENT_LIBRARY All Manage all of your uploaded documents. Marketing COD_MARKETING All Access all of your marketing information, from leads and target groups to campaigns. Mass Data Maintenance MASSDATAMAINTENANCE_ WCF All Export and import data using the migration tool. Partners CODPARTNERWC All Access partner information. People CODPEOPLE COD_EMPLOYEES COD_JAMGROUP_WC V Access employee and group information. COD_GROUP Add this view if you have enabled integration with SAP Jam. If you have not successfully enabled integration with SAP Jam, then users cannot create new groups in this work center view. Add this view to allow existing, legacy groups from prior SAP Cloud for Customer releases (that do not enable collaboration via SAP Jam) to remain visible. Products COD_PRODUCTDATA All Access product information, including registered products. Sales COD_SALES_WCF All Track sales leads and opportunities. Build forecasts, simulate your pipeline, and define sales territories. Service Control Center CI_CUSTOMER_CONTROL_ CENTER All Monitor your SAP Store orders, system availability and system maintenance schedule, your user subscriptions, and maintain your contact details , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

117 Work Center Name Work Center ID Work Center Views Description Surveys COD_QUESTIONNAIRE_WC F All Create surveys to use during customer visits. Visits COD_VISIT_WCF All Access and manage customer visits. Recommended Work Center Assignments for the Sales Manager Role or the Partner Channel Manager Role Work Center Name Work Center ID Work Center Views Description Activities COD_ACTIVITIES All Access information about appointments, s, phone calls, and tasks. Analysis COD_ANALYSIS Sales Overview (COD_DASHBOARD_ OVERVIEW) Pipeline (COD_DASHBOARD_ PIPELINE) Win/Loss (COD_DASHBOARD_ WINLOSS) Sales Performance (COD_SALESPERFO RMANCE) Pipeline Sourcing (COD_PIPELINESO URCING) Performance (COD_PERFORMANC E) Forecast (COD_DASHBOARD_ FORECAST) Reports (COD_REPORTLIST ) Access system analytical data and reports. Competitors COD_COMPETITOR_WC All Access information about competitors and competitor products. Customers CODACCOUNTWC Accounts (CODACCOUNTWCV) Contacts (COD_CONTACT_WC V) Access information on corporate accounts, contacts, and individual customers. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 117

118 Work Center Name Work Center ID Work Center Views Description Feed COD_FEEDWCF COD_FEEDWCVIEW ROBUSFEEDS_WCVI EW Add this view only if you intend to use the SAP Jam Feed as a separate view, while still using the native Feed. Send and receive feed updates, allowing you to quickly communicate and collaborate with your network. ipad Offline IPAD OFFLINE All Access the ipad app offline. Library COD_CONTENT_LIBRARY All Manage all of your uploaded documents. Partners CODPARTNERWC All Access partner information. People CODPEOPLE COD_EMPLOYEES COD_JAMGROUP_WC V Access employee and group information. COD_GROUP Add this view if you have enabled integration with SAP Jam. If you have not successfully enabled integration with SAP Jam, then users cannot create new groups in this work center view. Add this view to allow existing, legacy groups from prior SAP Cloud for Customer releases (that do not enable collaboration via SAP Jam) to remain visible. Products COD_PRODUCTDATA Products (COD_MATERIAL) Access product information, including registered products , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

119 Work Center Name Work Center ID Work Center Views Description Sales COD_SALES_WCF Forecasts (COD_FORECAST_W CVIEW) Opportunities (COD_OPPORTUNIT Y_WCVIEW) Pipeline Simulation (OPPORTUNITYPIP ELINESIMULATION _) Sales Leads (COD_MARKETINGL EAD) Sales Quotes (COD_QUOTE_WCVI EW) Territories (COD_TERRITORY_ WCVIEW) Territory management levels must be defined under Business Configuration to enable the creation of territories. Realignment Runs (COD_TERRITORYR EALIGNMENTRUN_W C) You must set the read and write access to Unrestricted to carry out territory realignment runs. Sales Target Planning (COD_SALESTARGE TPLAN_WCVIEW) Track sales leads and opportunities. Build forecasts, simulate your pipeline, and define sales territories. Recommended Work Center Assignments for the Sales Representative Role Work Center Name Work Center ID Work Center Views Description Activities COD_ACTIVITIES All Access information about appointments, s, phone calls, and tasks. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 119

120 Work Center Name Work Center ID Work Center Views Description Analysis COD_ANALYSIS Sales Overview (COD_DASHBOARD_ OVERVIEW) Pipeline (COD_DASHBOARD_ PIPELINE) Win/Loss (COD_DASHBOARD_ WINLOSS) Pipeline Sourcing (COD_PIPELINESO URCING) Performance (COD_PERFORMANC E) Forecast (COD_DASHBOARD_ FORECAST) Reports (COD_REPORTLIST ) Access system analytical data and reports. Competitors COD_COMPETITOR_WC All Access information about competitors and competitor products. Customers CODACCOUNTWC Accounts (CODACCOUNTWCV) Contacts (COD_CONTACT_WC V) Access information on corporate accounts, contacts, and individual customers. Feed COD_FEEDWCF COD_FEEDWCVIEW ROBUSFEEDS_WCVI EW Add this view only if you intend to use the SAP Jam Feed as a separate view, while still using the native Feed. Send and receive feed updates, allowing you to quickly communicate and collaborate with your network. ipad Offline IPAD OFFLINE All Access the ipad app offline. Library COD_CONTENT_LIBRARY All Manage all of your uploaded documents. Partners CODPARTNERWC All Access partner information , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

121 Work Center Name Work Center ID Work Center Views Description People CODPEOPLE COD_EMPLOYEES COD_JAMGROUP_WC V Access employee and group information. COD_GROUP Add this view if you have enabled integration with SAP Jam. If you have not successfully enabled integration with SAP Jam, then users cannot create new groups in this work center view. Add this view to allow existing, legacy groups from prior SAP Cloud for Customer releases (that do not enable collaboration via SAP Jam) to remain visible. Products COD_PRODUCTDATA Products (COD_MATERIAL) Access product information, including registered products. Sales COD_SALES_WCF Sales Leads (COD_MARKETINGL EAD) Opportunities (COD_OPPORTUNIT Y_WCVIEW) Forecasts (COD_FORECAST_W CVIEW) Sales Quotes (COD_QUOTE_WCVI EW) Track sales leads and opportunities. Build forecasts, simulate your pipeline, and define sales territories. Recommended Work Center Assignments for the Marketing Manager Role Work Center Name Work Center ID Work Center Views Description Activities COD_ACTIVITIES All Access information about appointments, s, phone calls, and tasks. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 121

122 Work Center Name Work Center ID Work Center Views Description Analysis COD_ANALYSIS Marketing Overview (COD_DASHBOARD_ MARKETING_OVERV I) Reports (COD_REPORTLIST ) Access system analytical data and reports. Competitors COD_COMPETITOR_WC All Access information about competitors and competitor products. Customers CODACCOUNTWC Accounts (CODACCOUNTWCV) Contacts (COD_CONTACT_WC V) Access information on corporate accounts, contacts, and individual customers. Feed COD_FEEDWCF COD_FEEDWCVIEW ROBUSFEEDS_WCVI EW Add this view only if you intend to use the SAP Jam Feed as a separate view, while still using the native Feed. Send and receive feed updates, allowing you to quickly communicate and collaborate with your network. ipad Offline IPAD OFFLINE All Access the ipad app offline. Library COD_CONTENT_LIBRARY All Manage all of your uploaded documents. Marketing COD_MARKETING All Access all of your marketing information, from leads and The work center view target groups to campaigns. Response Options (CRM_RESPONSEOPT IONS) is not active by default. To enable response options for users, you must activate this view within the Marketing work center (COD_MARKETING). Partners CODPARTNERWC All Access partner information , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

123 Work Center Name Work Center ID Work Center Views Description People CODPEOPLE COD_EMPLOYEES COD_JAMGROUP_WC V Access employee and group information. COD_GROUP Add this view if you have enabled integration with SAP Jam. If you have not successfully enabled integration with SAP Jam, then users cannot create new groups in this work center view. Add this view to allow existing, legacy groups from prior SAP Cloud for Customer releases (that do not enable collaboration via SAP Jam) to remain visible. Products COD_PRODUCTDATA Products (COD_MATERIAL) Access product information, including registered products. Recommended Work Center Assignments for the Collaborator Role Work Center Name Work Center ID Work Center Views Description Activities COD_ACTIVITIES All Access information about appointments, s, phone calls, and tasks. Customers CODACCOUNTWC Accounts (CODACCOUNTWCV) Contacts (COD_CONTACT_WC V) Access information on corporate accounts, contacts, and individual customers. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 123

124 Work Center Name Work Center ID Work Center Views Description Feed COD_FEEDWCF COD_FEEDWCVIEW ROBUSFEEDS_WCVI EW Add this view only if you intend to use the SAP Jam Feed as a separate view, while still using the native Feed. Send and receive feed updates, allowing you to quickly communicate and collaborate with your network. ipad Offline IPAD OFFLINE All Access the ipad app offline. People CODPEOPLE COD_EMPLOYEES COD_JAMGROUP_WC V Access employee and group information. COD_GROUP Add this view if you have enabled integration with SAP Jam. If you have not successfully enabled integration with SAP Jam, then users cannot create new groups in this work center view. Add this view to allow existing, legacy groups from prior SAP Cloud for Customer releases (that do not enable collaboration via SAP Jam) to remain visible. Recommended Work Center Assignments for the Partner Contact Role Work Center Name Work Center ID Work Center Views Description Customers CODACCOUNTWC Accounts (CODACCOUNTWCV) Contacts (COD_CONTACT_WC V) Access information on corporate accounts, contacts, and individual customers. ipad Offline IPAD OFFLINE All Access the ipad app offline , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

125 Work Center Name Work Center ID Work Center Views Description Marketing COD_MARKETING Marketing Leads (COD_MKT_PROSPECTWC) Access all of your marketing information, from leads and target groups to campaigns. Products COD_PRODUCTDATA Products (COD_MATERIAL) Access product information. Sales COD_SALES_WCF Sales Leads (COD_MARKETINGL EAD) Opportunities (COD_OPPORTUNIT Y_WCVIEW) Track sales leads and opportunities Recommended Business Roles and Work Center Assignments for SAP Cloud for Service Access rights for SAP Cloud for Customer are based on work centers and the views within each work center. To simplify maintenance and assignment of access rights to users, SAP recommends that you define business roles to which you assign work centers and views. You can then assign one or more roles to each employee who has a user in the system. The Home page is accessible by all users and not assigned via a work center. The content and tiles available on the home page are determined by the work centers and authorizations assigned to each user. For more information on how to create business roles, see the Business Roles Quick Guide [page 110]. The following tables outline the recommended business roles and the standard set of work centers and work center views they should include. You can of course create your own set of business roles and assign them access rights that suit your particular business processes. Not all work centers listed in the system are supported or required by SAP Cloud for Customer. For a complete list of the supported work centers and work center views for SAP Cloud for Service, see About SAP Cloud for Customer [page 8]. The administrator role described below should be used for most of the setup and configuration activities outlined in Getting Started for SAP Cloud for Service Administrators [page 23]. To set up an administrator with the initial user, see Creating Administrators in SAP Cloud for Customer [page 96]. Recommended Work Center Assignments for Administrator Role Work Center Title Work Center ID Work Center View Names Description Account Hierarchy CODACCOUNTHIERARCHY_ WCF All Access account hierarchy information. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 125

126 Work Center Title Work Center ID Work Center View Names Description Administrator SEODADMINWCF When assigning the Administrator work center, the system may require you to also assign the Business Analytics work center which you don't need and is not supported. If this happens, go ahead and make the additional assignment, then deselect Administrator first, followed by Business Analytics. And finally, select Administrator again. All except: Approval Processes (APPROVALPROCES SES_WCVIEW) Sales and Marketing Settings (SALES_ADMIN_WC VIEW) Access the activities you need to perform for setup, configuration, and operations. This work center also provides access to the Business Analytics views that enable you to create custom reports. Analysis COD_ANALYSIS Executive (COD_DASHBOARD_ EXECUTIVE) Manager (COD_DASHBOARD_ MANAGER) Performance (COD_PERFORMANC E) Reports (COD_REPORTLIST ) Representative (COD_DASHBOARD_ REPRESENTATIVE) Service Overview (SEOD_APPLICATI ON_WCVSID) Business Configuration BC_BUSINESSCONFIGURA TION All Access your implementation project, including scoping and configuration activities. Business Partner BUSINESSPARTNERS_WCF All Access to business partner data including account hierarchies. Customer Service COD_SEOD_AGENT_QUEUE _WCF All Test system setup, such as social media channels and social media message import runs. Customer Service QUEUE_WCF_MOBILE All Must be assigned to access the Queue on the Cloud for Customer ipad app. Customers CODACCOUNTWC All Access information on corporate accounts, contacts, and individual customers , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

127 Work Center Title Work Center ID Work Center View Names Description Data Integration DATA_INTEGRATION All Add this work center if your solution includes integration to ERP or CRM systems. Data Privacy Management DATAPRIVACY All Remove employee data and private account data. Feed COD_FEEDWCF COD_FEEDWCVIEW ROBUSFEEDS_WCVI EW Add this view only if you intend to use the SAP Jam Feed as a separate view, while still using the native Feed. Send and receive feed updates, allowing you to quickly communicate and collaborate with your network. ipad Offline IPAD OFFLINE All Access the ipad app offline. Library COD_CONTENT_LIBRARY All Manage all of your uploaded documents. Marketing COD_MARKETING COD_TARGETGROUP Create and manage target groups to communicate with groups using . Mass Data Maintenance MASSDATAMAINTAINANCE _WCF All Export and import data using the migration tool. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 127

128 Work Center Title Work Center ID Work Center View Names Description People CODPEOPLE COD_EMPLOYEES COD_JAMGROUP_WC V Access employee and group information. COD_GROUP Add this view if you have enabled integration with SAP Jam. If you have not successfully enabled integration with SAP Jam, then users cannot create new groups in this work center view. Add this view to allow existing, legacy groups from prior SAP Cloud for Customer releases (that do not enable collaboration via SAP Jam) to remain visible. Products COD_PRODUCTDATA Products (COD_MATERIAL) Registered Products (COD_REGISTERED _PRODUCT_WCVIEW ) Warranties (COD_WARRANTY_W CVIEW) Access to products and to warranty registration. Service Control Center CI_CUSTOMER_CONTROL_ CENTER All Access system information like user subscriptions and scheduled maintenance. Recommended Work Center Assignments for Agent Role Work Center Title Work Center ID Work Center View Names Description Account Hierarchy CODACCOUNTHIERARCHY_ WCF All Access account hierarchy information. Activities COD_ACTIVITIES All Access information about e- mails, appointments, and phone calls , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

129 Work Center Title Work Center ID Work Center View Names Description Analysis COD_ANALYSIS Service Overview (SEOD_APPLICATI ON_WCVSID) Reports (COD_REPORTLIST ) Access system analytical data and reports. Customer Service COD_SEOD_AGENT_QUEUE _WCF Queue (SEOD_QUEUE_SAD L_OWL) Tickets (SEOD_TICKET_SA DL_WCVIEW) Templates (COD_SEOD_TEMPL ATE_WCVIEW) Unassociated s (SEOD_ _WCV IEW) The primary tab for agents. Queue is the working list of open or in process tickets and the starting point for agents to process tickets. Tickets is the list of all tickets in the system, regardless of status. Templates is a list of response templates Unassociated s is a list of the inbound s that are not yet associated with a ticket and need to be processed manually. Customer Service QUEUE_WCF_MOBILE All Must be assigned to access the Queue on the Cloud for Customer ipad app. Customers CODACCOUNTWC All Access information on corporate accounts, contacts, and individual customers. Feed COD_FEEDWCF COD_FEEDWCVIEW ROBUSFEEDS_WCVI EW Add this view only if you intend to use the SAP Jam Feed as a separate view, while still using the native Feed. Send and receive feed updates, allowing you to quickly communicate and collaborate with your network. ipad Offline IPAD OFFLINE All Access the ipad app offline. Library COD_CONTENT_LIBRARY All Manage all of your uploaded documents. Marketing COD_MARKETING COD_TARGETGROUP Create and manage target groups to communicate with groups using . General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 129

130 Work Center Title Work Center ID Work Center View Names Description People COD_PEOPLE COD_EMPLOYEES COD_JAMGROUP_WC V Access employee and group information. COD_GROUP Add this view if you have enabled integration with SAP Jam. If you have not successfully enabled integration with SAP Jam, then users cannot create new groups in this work center view. Add this view to allow existing, legacy groups from prior SAP Cloud for Customer releases (that do not enable collaboration via SAP Jam) to remain visible. Products COD_PRODUCTDATA Products (COD_MATERIAL) Registered Products (COD_REGISTERED _PRODUCT_WCVIEW ) Access product information, including registered products. Recommended Work Center Assignments for Collaborator Role Work Center Title Work Center ID Work Center View Names Description Activities COD_ACTIVITIES All Access information about e- mails, appointments, and phone calls. Customers CODACCOUNTWC All Access information on corporate accounts, contacts, and individual customers , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

131 Work Center Title Work Center ID Work Center View Names Description Feed COD_FEEDWCF COD_FEEDWCVIEW ROBUSFEEDS_WCVI EW Add this view only if you intend to use the SAP Jam Feed as a separate view, while still using the native Feed. Send and receive feed updates, allowing you to quickly communicate and collaborate with your network. ipad Offline IPAD OFFLINE All Access the ipad app offline. People COD_PEOPLE COD_EMPLOYEES COD_JAMGROUP_WC V Access employee and group information. COD_GROUP Add this view if you have enabled integration with SAP Jam. If you have not successfully enabled integration with SAP Jam, then users cannot create new groups in this work center view. Add this view to allow existing, legacy groups from prior SAP Cloud for Customer releases (that do not enable collaboration via SAP Jam) to remain visible. Products COD_PRODUCTDATA Products (COD_MATERIAL) Registered Products (COD_REGISTERED _PRODUCT_WCVIEW ) Access product information, including registered products. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 131

132 Recommended Business Roles and Work Center Assignments for SAP Cloud for Social Engagement Access rights for SAP Cloud for Customer are based on work centers and the views within each work center. To simplify maintenance and assignment of access rights to users, SAP recommends that you define business roles to which you assign work centers and views. You can then assign one or more roles to each employee who has a user in the system. The Home page is accessible by all users and not assigned via a work center. The content and tiles available on the home page are determined by the work centers and authorizations assigned to each user. For more information on how to create business roles, see the Business Roles Quick Guide [page 110]. The following tables outline the recommended business roles and the standard set of work centers and work center views they should include. You can of course create your own set of business roles and assign them access rights that suit your particular business processes. Not all work centers listed in the system are supported or required by SAP Cloud for Customer. For a complete list of the supported work centers and work center views for SAP Cloud for Social Engagement, see About SAP Cloud for Customer [page 8]. The administrator role described below should be used for most of the setup and configuration activities outlined in Getting Started for SAP Cloud for Social Engagement Administrators [page 18]. To set up an administrator with the initial user, see Creating Administrators in SAP Cloud for Customer [page 96]. Recommended Work Center Assignments for Administrator Role Work Center Title Work Center ID Work Center View Names Description Account Hierarchy CODACCOUNTHIERARCHY_ WCF All Access account hierarchy information. Administrator SEODADMINWCF When assigning the Administrator work center, the system may require you to also assign the Business Analytics work center which you don't need and is not supported. If this happens, go ahead and make the additional assignment, then deselect Administrator first, followed by Business Analytics. And finally, select Administrator again. All except: Approval Processes (APPROVALPROCES SES_WCVIEW) Sales and Marketing Settings (SALES_ADMIN_WC VIEW) Access the activities you need to perform for setup, configuration, and operations. This work center also provides access to the Business Analytics views that enable you to create custom reports , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

133 Work Center Title Work Center ID Work Center View Names Description Analysis COD_ANALYSIS Executive (COD_DASHBOARD_ EXECUTIVE) Manager (COD_DASHBOARD_ MANAGER) Performance (COD_PERFORMANC E) Reports (COD_REPORTLIST ) Representative (COD_DASHBOARD_ REPRESENTATIVE) Service Overview (SEOD_APPLICATI ON_WCVSID) Business Configuration BC_BUSINESSCONFIGURA TION All Access your implementation project, including scoping and configuration activities. Business Partner BUSINESSPARTNERS_WCF All Access to business partner data including account hierarchies. Customer Service COD_SEOD_AGENT_QUEUE _WCF All Test system setup, such as social media channels and social media message import runs. Customer Service QUEUE_WCF_MOBILE All Must be assigned to access the Queue on the Cloud for Customer ipad app. Customers CODACCOUNTWC All Access information on corporate accounts, contacts, and individual customers. You'll need this work center assigned to enable the social media features related to the Individual Customers view. Data Integration DATA_INTEGRATION All Add this work center if your solution includes integration to ERP or CRM systems. Data Privacy Management DATAPRIVACY All Remove employee data and private account data. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 133

134 Work Center Title Work Center ID Work Center View Names Description Feed COD_FEEDWCF COD_FEEDWCVIEW ROBUSFEEDS_WCVI EW Add this view only if you intend to use the SAP Jam Feed as a separate view, while still using the native Feed. Send and receive feed updates, allowing you to quickly communicate and collaborate with your network. ipad Offline IPAD OFFLINE All Access the ipad app offline. Library COD_CONTENT_LIBRARY All Manage all of your uploaded documents. Marketing COD_MARKETING COD_TARGETGROUP Create and manage target groups to communicate with groups using . Mass Data Maintenance MASSDATAMAINTAINANCE _WCF People CODPEOPLE COD_EMPLOYEES All COD_JAMGROUP_WC V COD_GROUP Add this view if you have enabled integration with SAP Jam. If you have not successfully enabled integration with SAP Jam, then users cannot create new groups in this work center view. Add this view to allow existing, legacy groups from prior SAP Cloud for Customer releases (that do not enable collaboration via SAP Jam) to remain visible. Export and import data using the migration tool. Access employee and group information , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

135 Work Center Title Work Center ID Work Center View Names Description Products COD_PRODUCTDATA Products (COD_MATERIAL) Registered Products (COD_REGISTERED _PRODUCT_WCVIEW ) Warranties (COD_WARRANTY_W CVIEW) Access to products and to warranty registration. Service Control Center CI_CUSTOMER_CONTROL_ CENTER All Access system information like user subscriptions and scheduled maintenance. Recommended Work Center Assignments for Agent Role Work Center Title Work Center ID Work Center View Names Description Account Hierarchy CODACCOUNTHIERARCHY_ WCF All Access account hierarchy information. Activities COD_ACTIVITIES All Access information about e- mails, appointments, and phone calls. Analysis COD_ANALYSIS Service Overview (SEOD_APPLICATI ON_WCVSID) Reports (COD_REPORTLIST ) Access system analytical data and reports. Customer Service COD_SEOD_AGENT_QUEUE _WCF All The primary tab for agents. Queue is the working list of open or in process tickets and social media messages and the starting point for agents to process tickets. Tickets is the list of all tickets and social media messages in the system, regardless of status. Social Media Messages is a list of messages generated on social media websites, regardless of status. Templates is a list of response templates Unassociated s is a list of the inbound s that are not yet associated with a ticket and need to be processed manually. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 135

136 Work Center Title Work Center ID Work Center View Names Description Customer Service QUEUE_WCF_MOBILE All Must be assigned to access the Queue on the Cloud for Customer ipad app. Customers CODACCOUNTWC All Access information on corporate accounts, contacts, and individual customers. Feed COD_FEEDWCF COD_FEEDWCVIEW ROBUSFEEDS_WCVI EW Add this view only if you intend to use the SAP Jam Feed as a separate view, while still using the native Feed. Send and receive feed updates, allowing you to quickly communicate and collaborate with your network. ipad Offline IPAD OFFLINE All Access the ipad app offline. Library COD_CONTENT_LIBRARY All Manage all of your uploaded documents. Marketing COD_MARKETING COD_TARGETGROUP Create and manage target groups to communicate with groups using . People COD_PEOPLE COD_EMPLOYEES COD_JAMGROUP_WC V COD_GROUP Add this view if you have enabled integration with SAP Jam. If you have not successfully enabled integration with SAP Jam, then users cannot create new groups in this work center view. Add this view to allow existing, legacy groups from prior SAP Cloud for Customer releases (that do not enable collaboration via SAP Jam) to remain visible. Access employee and group information , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

137 Work Center Title Work Center ID Work Center View Names Description Products COD_PRODUCTDATA Products (COD_MATERIAL) Registered Products (COD_REGISTERED _PRODUCT_WCVIEW ) Access product information, including registered products. Recommended Work Center Assignments for Collaborator Role Work Center Title Work Center ID Work Center View Names Description Activities COD_ACTIVITIES All Access information about e- mails, appointments, and phone calls. Customers CODACCOUNTWC All Access information on corporate accounts, contacts, and individual customers. Feed COD_FEEDWCF COD_FEEDWCVIEW ROBUSFEEDS_WCVI EW Add this view only if you intend to use the SAP Jam Feed as a separate view, while still using the native Feed. Send and receive feed updates, allowing you to quickly communicate and collaborate with your network. ipad Offline IPAD OFFLINE All Access the ipad app offline. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 137

138 Work Center Title Work Center ID Work Center View Names Description People COD_PEOPLE COD_EMPLOYEES COD_JAMGROUP_WC V Access employee and group information. COD_GROUP Add this view if you have enabled integration with SAP Jam. If you have not successfully enabled integration with SAP Jam, then users cannot create new groups in this work center view. Add this view to allow existing, legacy groups from prior SAP Cloud for Customer releases (that do not enable collaboration via SAP Jam) to remain visible. Products COD_PRODUCTDATA Products (COD_MATERIAL) Registered Products (COD_REGISTERED _PRODUCT_WCVIEW ) Access product information, including registered products Setting Up User Access Rights Allowing employees to edit tickets gives an employee the ability to engage with customers. You can limit employee access to tickets to ensure that only qualified employees may engage with customers. You can limit the access of a single employee or group of employees. It is recommended that you use roles to enable access restriction. Assigning access using roles allows you to create one set of access definitions that can be copied to multiple users , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

139 Tasks Defining User Access for a Group 1. Create the organization that will contain the employees that you assign to this group. For more information, see Setting Up Teams For Ticket Handling [page 90]. 2. After you have created the organization, create routing rules to define which tickets are assigned to the organization. For more information, see Defining Rules for Ticket Routing [page 143]. 3. Next, you make a role. A role contains permissions that are inherited by each employee assigned to the role. For more information, see the Business Roles Quick Guide [page 110]. a. In the Access Restrictions facet, restrict read and write access for Tickets and Queue in the Assigned Work Center Views list. Assign access rights to users according to your business needs: To restrict employee access to the employee's organization, go to the Detailed Restrictions list and ensure the checkboxes for Read Access and Write Access are checked only for the employee's organization. The employee will only be able to read and edit tickets that are routed to his or her organization. To allow employees to read tickets in other organizations, go to the Detailed Restrictions list and ensure that the Read Access and Write Access checkboxes list are checked for the employee's organization. Select Read Access the allow the employee to read the tickets of that organization. 4. Assign the role to all applicable employees Security Policies Quick Guide In the Security Policies view, you can edit and create security policies for system access from desktops and laptops and from mobile devices, according to the security requirements of your company. You can access the Edit Security Policies common task in the Administrator/Application and User Management work center. Business Background A security policy is a set of rules that define password complexity, such as including numerical digits, and password validity, such as requiring a password change after a certain period. You can define multiple security policies because work areas or departments of a company may have different password security requirements. Tasks Create a New Security Policy 1. To create a new security policy, you have the following options: Click Add Row. The system creates a new security policy and generates the associated policy ID. To create a new security policy similar to an existing one, select an existing security policy and click Copy. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 139

140 2. If necessary, change the Policy ID. 3. Enter a Policy Name and Description for the new security policy. 4. Define the complexity and validity rules for passwords that are to be assigned to the security policy. For complexity rules, the following values are allowed: Minimum Number of Characters: 3-40 Minimum Number of Changed Characters: 1-40 Minimum Number of Lowercase Letters: 0-40 Minimum Number of Uppercase Letters: 0-40 Minimum Number of Digits: 0-40 Minimum Number of Special Characters: 0-40 For validity rules, the following values are allowed: Password History: You can specify how many new passwords must have been used before an old password may be reused. Minimum Password Change Waiting Time days Maximum Password Validity: days Unused Initial Password Validity: days Unused Productive Password Validity: days 5. If required, define the settings for mobile devices. You can make the following settings for mobile devices: General App Password Enabled Activate the app password enabled mode to allow users to set an app password. When a user connects to the system from a mobile device, the app password automatically supplies the user ID and system logon password to the system. The system then supplies the mobile device with the additional app data that is required to use offline mode. Offline mode enables users to access app data even when they do not have access to the server and the app password encrypts data that is stored on the mobile device. Without an app password, users cannot use offline mode on their mobile devices. Mobile App Password Complexity Minimum Number of Characters: 3-40 Minimum Number of Lowercase Letters: 0-40 Minimum Number of Uppercase Letters: 0-40 Minimum Number of Digits: 0-40 Minimum Number of Special Characters: 0-40 Mobile App Password Validity Prompt for Password After You can specify the length of time after which the mobile user must reenter the app password to log on to the system when the app has been inactive. If you set this value to 0 minutes the user must reenter their password every time they start the app , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

141 Maximum Number of Password Attempts: 3-20 You can specify the maximum number of times in succession a user can enter an incorrect password before mobile app data is deleted from the mobile device. 6. Save your changes. Edit an Existing Security Policy 1. Choose the security policy you want to edit. You cannot change policies that begin with S_; these are default security policies delivered by SAP. 2. Change the complexity and validity rules for passwords assigned to the security policy. 3. Save your changes. If a user s password does not comply with the changed password rules, the user is prompted to change the password with the next system logon. Define the Default Security Policy When a business user is created, the system automatically assigns the default security policy to the business user. To define the default security policy, perform the following steps: 1. In the Default column, set the checkbox for the security policy you want to define as default security policy. 2. Save your changes. You can change the security policy assignment in the Business Users view. For more information, see Business Users Quick Guide [page 99]. Delete an Existing Security Policy 1. Choose the security policy you want to delete. Note the following: If you have selected a security policy beginning with S_ the Remove is deactivated because the deletion of a default security policy delivered by SAP is not permitted. You cannot delete a security policy that is currently assigned to users. 2. Click Remove. 3. Save your changes Data Privacy Management Overview Data processing systems store master data or transactional data used to perform business processes and to document them. In many cases, personal data of employees or other private persons is involved. In many countries, the storage, disclosure, and removal of such personal data from data storage systems must be in accordance with General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 141

142 statutory data protection laws. One requirement in many countries is that such personal data can only be stored if a clear business reason for this data retention exists. Much data protection legislation defines fixed retention periods for how long data can be stored in data systems, after which it must be deleted. Only in certain cases can organizations make data anonymous, rather than completely remove it. In addition, legislation in many countries stipulates that employers must disclose the personal data stored on an individual, when that employee expressly requests this. The Data Privacy Management work center allows those responsible for data protection issues in an organization to respond to employee requests to disclose personal information and remove it. The Data Privacy Management work center allows those responsible for data protection issues in an organization to respond to requests to fulfil the following requirements regarding personal data of employees and customers (private accounts): Disclose personal data for employees and private persons Remove employee personal data once the retention period for all relevant data is expired. Monitor and manage the automatic data removal processes using an application log. Display log data detailing each access made to the Disclose Employee Data and Remove Employee Data overview screens containing personal data. Prerequisites The legally required retention periods relevant for your country have been maintained in your system configuration. You can find the relevant configuration activities for Data Retention Rules in the Business Configuration Implementation Projects view. Here you can set one retention period per country. For more information about system configuration for data privacy management, see Configuration: Data Retention Rule for Employees and Configuration: Data Retention Rule for Private Accounts Users with authorization to access the Data Privacy Management work center can perform all data privacy functions within this work center, including the disclosure and deletion personal data belonging to employees and private persons. Access to this work center is granted in the Application and User Management work center. You must ensure that only employees with authorization to disclose/delete personal data are granted access to the Data Privacy Management work center. If your corporate group consists of more then one company, you can set access to this work center at a company level. For example, you can assign one user with data privacy rights for the employees in one company, and assign a different user with these same rights for a separate company in your group. To support auditing of data protection actions in the system, the system logs every access made to the Disclose Employee Data and Remove Employee Data overview screens of a selected employee. Features The Data Privacy Management work center helps your company to fulfil requests to disclose and/or delete personal data. Personal Data Disclosure The obligation to disclose personal data is set in legislation in many countries where data protection regulation has been adopted. An employee can request to view the personal data held by his or her employer and the employer must confirm whether such personal data exists. The employee can then request a description of any such personal data, and in some legal jurisdictions, why the data is being stored or processed and who the recipients of this data are, or have been. The Personal Data Disclosure view allows employees responsible for data protection to administer data disclosure of personal data upon request. For more information see Personal Data Disclosure Quick Guide , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

143 Personal Data Removal An employee can request if personal data are held by the employing organization. If such data exists, the employee can request a description of this data, and request its deletion. You can delete a complete work agreement, which includes all dependent application-relevant data within an employee's work agreement. In the Personal Data Removal view, you can delete personal data on request from the system, once the applicable required retention periods have expired. For more information see Personal Data Removal Quick Guide. Logging Access Information To support auditing of data protection actions in the system, the system logs every access made to the Disclose Employee Data and Remove Employee Data overview screens of a selected employee. Employees, such as Data Protection Officers with responsibility for data protection have full access rights for the Data Privacy Management work center. These access rights allow an authorized user to access personal data for the selected employee in all work centers where such data exists. Because of the ability for an individual user to access large volumes of personal employee data across many work centers, the access log is provided to allow transparency and traceability of user access to personal data. The log does not contain detailed personal data, but rather a summary of the types of data accessed, by whom and when. 5.3 Work Distribution VIDEO: Defining Routing Rules for Tickets Video Defining Routing Rules for Tickets (4m 46s) For Administrators: find out how to define routing rules for tickets Defining Rules for Ticket Routing By default, all incoming customer service tickets are visible to all employees with the corresponding access rights. You can define work distribution rules to enable routing of tickets to particular team or agent queues. The Organizational Work Distribution and Employee Work Distribution views enable you to manage the distribution of customer tickets within your service organization. You create rules that allow the system to evaluate the tickets and distribute them to the responsible team or the responsible processing agent. Prerequisites You have created or uploaded employee and product data. For more information, see Creating or Editing Employee Data [page 98] and Creating or Editing Products [page 145]. You have created and activated your organizational structure. For more information, see Setting Up Teams for Ticket Handling [page 90]. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 143

144 If your system is configured to support social media channels and you want to use social media channels as routing criteria, you have configured those channels. If your system is configured to support as a channel and you want to use as routing criteria, you have configured and added the corresponding inbound addresses. For more information, see Configuring Channels [page 183]. Defining Ticket Distribution Rules The following sections outline specific settings or considerations for defining work distribution rules for the customer service and social media features of SAP Cloud for Customer. You can also watch the video Defining Routing Rules for Tickets Using the Work Distribution Rules. For general step-by-step instructions, see the following: Organizational Work Distribution Quick Guide [page 348] Employee Work Distribution Quick Guide [page 346] Create Organizational Work Distribution Rules Organizational work distribution rules allow the system to evaluate work items in this case, customer messages that are created as service requests and to determine the responsible service team (customer service org unit). You can also create organizational work distribution rules to manage escalation routing and routing based on social media channels. 1. Go to Administrator Service and Social Settings Organizational Work Distribution. 2. Select the work category: Service and Support Team for Service Requests - Social Media and click Edit. 3. Click Add Rule or Copy Rule. The system processes work distribution rules for organizational work distribution according to their priorities. If you have maintained multiple rules for a work category, the system only uses the first rule that applies. By default, new rules are added to the bottom of the list, and so have the lowest priority. To change the priority of a rule move it up or down in the table. To avoid that no applicable organizational work distribution rule can be found, we recommend you create one default rule at the bottom of the rule list which applies to the properties of any incoming customer message. 4. Enter the name, choose or enter the ID of the responsible customer service org unit, and enter the validity period for the rule. 5. Go to the Rule Details section and specify the parameters for the rule. Each of the following parameters appears as a tab. Using the parameters, you can specify which parameter is to be included in the rule or excluded from the rule. ABC Classification Country Product Category Service Category Account Includes all individual customers and customer accounts Service Priority Code Escalation Status Channel Type , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

145 The social media channel type is only supported by SAP Cloud for Social Engagement. Channel 6. Click Check to verify your rule is consistent and then save your entries. 7. Increase or decrease the priority of the rule according to its required processing sequence. Creating Employee Work Distribution Rules Employee work distribution rules allow the system to evaluate work items, in this case customer messages that are created as service requests in the system, and to determine for each, the responsible agent. You can also create employee work distribution rules to manage escalation routing as well as routing based on social media channels. 1. Go to Administrator Service and Social Settings Employee Work Distribution. 2. Select the work category: Processor for Service Requests - Social Media and click Edit. 3. Click Add Rule or Copy Rule. 4. Enter the name, choose or enter the ID of the responsible employee, and enter the validity period for the rule. 5. Go to the Rule Details section and specify the parameters for the rule. Each of the following parameter appears as a tab. Using the parameters, you can specify which parameter is to be included in the rule or excluded from the rule. ABC Classification Country Product Category Service Category Account Includes all individual customers and customer accounts Service Priority Code Escalation Status Channel Type The social media channel type is only supported by SAP Cloud for Social Engagement. Channel 6. Click Check to verify your rule is consistent and then save your entries. 5.4 Products Creating or Editing Products The products you define are used throughout SAP Cloud for Customer. They can be added to leads or opportunities, identified by text analysis for tickets or used as one of the criteria for categorizing and routing customer tickets. You can create products manually or upload the data using the migration tool available through the implementation project activity, Migration of Materials. For more information, see About Data Migration. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 145

146 Tasks Creating Products 1. Go to Products Product Administration and choose New. 2. Enter the required information, and any additional information you want to provide. The ID cannot be changed after you save your entries. 3. To add an image to help agents identify the product, in the Attachments section, click Add, then File. 1. Choose Browse to select an image file. 2. Select Product Image as the Document Type. 3. Click Add to add the image. 4. Save your entries. Result The product is created and available as a routing criteria. For more information, see Defining Rules for Ticket Routing [page 143]. If you added an image, it will be displayed in the product details screen. Editing Products 1. From the Products view, select a product and click Edit. 2. Edit the information as necessary. If you want to add or change the product image, you can do this now from the Image section using the Image button. 3. Save your entries. See Also About Product Categories [page 146] About Product Categories The Product Categories view provides a central entry point for creating and editing your product categories and organizing them into a multi-level hierarchy. You can maintain product categories manually or upload the data using the migration tool available through the implementation project activity, Product Category Hierarchy. Product categories can be used as one of the criteria for routing customer service tickets. For more information on defining rules for ticket routing, see here [page 143] , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

147 Tasks Create the Root Product Category 1. Click New Hierarchy. 2. In the first row of the table, enter the Product Category ID. 3. In the Details section, specify the additional details for the root product category: In the Product Category field, enter the product category description. Choose the Language for the new product category. It is not best practice to allow users to assign products to the root product category. It is therefore recommended that you clear the Product Assignment Allowed check box of the root product category. 4. Click Save. You can now add subcategories and organize them into a multi-level hierarchy. Create a Product Category 1. Click Maintain Product Categories to open the Product Categories editor. The Table view of the Product Categories editor is displayed by default. 2. Select the product category to which you want to add a subcategory. 3. Click Actions and then Add Subcategory. The new category is added as a blank row. 4. Enter the Product Category ID in the new row. 5. In the Details section, specify the additional details for the product category: In the Product Category field, enter the product category description. Choose the Language for the new product category. To allow products to be assigned to the product category, select the Product Assignment Allowed check box. 6. Click Save. Organize Product Categories Using the Table View 1. Click Maintain Product Categories to open the Product Categories editor. The Table view of the Product Categories editor is displayed by default. 2. You can expand and collapse the various levels of the product category hierarchy. To show all the product categories in the hierarchy, click Actions and then Expand All. To show only the root product category, click Actions and then Collapse All. To expand or collapse a particular product category, click the arrow icon next to the product category ID. 3. You can reorganize product categories by moving them up or down the product category hierarchy. a. Select the product category you want to move. b. Click Actions and then Move Product Category. c. Enter the product category ID of the destination product category. The product category is now a subcategory of the destination product category. 4. Click Save. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 147

148 Organize Product Categories Using the Chart View 1. Click Maintain Product Categories to open the Product Categories editor. The Table view of the Product Categories editor is displayed by default. 2. Click Chart to display the Chart view of the Product Categories editor. 3. You can expand and collapse the various levels of the product category hierarchy. To show all the product categories in the hierarchy, click Actions and then Expand All. To show only the root product category, click Actions and then Collapse All. To expand a particular product category, click the plus sign in the lower left corner of the category. To collapse a particular product category, click the minus sign in the lower left corner of the category. 4. You can adjust your view of the product category hierarchy by zooming in or out. To focus on a particular category, select the category and click Actions and then Zoom In. Alternately, you can click the arrow in the lower right corner of the category and select Zoom In. To zoom out after focusing on a particular category, select the category and click Actions and then Zoom Out. Alternately, you can click the arrow in the lower right corner of the category and select Zoom Out. 5. You can reorganize product categories by moving them up or down the product category hierarchy. a. Select the product category you want to move. b. Click Actions and then Move Product Category. Alternately, you can click the arrow in the lower right corner of the category and select Move Product Category. c. Enter the product category ID of the destination product category. The product category is now a subcategory of the destination product category. 6. Click Save. Delete a Product Category 1. Click Maintain Product Categories to open the Product Categories editor. The Table view of the Product Categories editor is displayed by default. To display the Chart view, click Chart. 2. Select the product category that you want to delete. 3. Click Actions and then Delete. You can delete a product category only if no products are assigned to it or any of its subordinate categories. 4. Click Save. 5.5 System Administration About Incidents As an administrator, you are responsible for managing incidents reported by users in your company and, in some cases, for those reported automatically as a result of health checks. If you are unable to solve an incident yourself, you can forward it to your provider to request assistance. Since the provider and requester cannot communicate , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

149 directly with one another, you as the processor of the incident are responsible for information flow, for example, for forwarding a solution proposed by the provider to the requester of the incident. The Incidents view provides all the tools you require to manage incidents. Business Background Incidents Overview An incident is a non-standard occurrence in the system that interrupts the operation of a service, or may reduce the quality of a service immediately or in the near future. An incident appears to the user as unexpected system behavior, such as: An unexpected or unclear error message on the screen Incorrect or missing data System performance problems If you encounter a problem in the application, you can search existing knowledge bases for a solution. If no solution is available, you can report an incident to your key user to request help in solving the problem. Incident Priorities When a user reports an incident, he or she must assign it a category and priority so that you as the processor can see at a glance what kind of problem has occurred and what impact it has on business productivity. The following priorities are available: Business Impact for Incident Priorities Priority Very High High Medium Low Business Impact Critical business processes are affected and crucial tasks cannot be carried out. The incident requires immediate attention because it could result in business downtime for the organization. Security-related incidents must always be assigned this priority. Key business processes are affected and important tasks cannot be carried out. The incident requires prompt attention because it could delay business processes. Business processes are affected, but the incident has only a minor impact on business productivity. The issue has little or no effect on business processes. Incident Statuses The status of an incident changes depending on the actions performed on it by the requester, you as the processor, and your provider if you forward the incident to him or her. The statuses visible to you differ slightly from those visible to the requester. The following statuses are visible to you as the processor of the incident: Incident Status Descriptions Status New In Process In Process Provider Action In Process Requester Action In Process Solution Proposed In Process Reopened Description The incident has recently been reported and has not yet been taken over for processing. The incident is being processed. The processor has forwarded the incident to the provider, from whom action is now required. Action is required on the part of the requester of the incident. A solution has been proposed to the requester, from whom action is now required. The requester has rejected a proposed solution and the incident requires further action on the part of the processor. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 149

150 Status Completed Solution Accepted Completed Solution Rejected Completed Closed Closed Solution Accepted Description The requester has accepted a proposed solution and the incident is resolved from his or her point of view. The requester has rejected a proposed solution, but has canceled the incident because it is no longer valid or has been solved by other means, or the processor has completed the incident on behalf of the requester after the requester rejected the proposed solution. The requester has canceled the incident, the processor has completed the incident on behalf of the requester, or no changes have been made to the incident for 90 days and it has been completed automatically. The processor has closed the incident after the requester canceled it or after the incident was completed automatically because no changes were made to it for 90 days. The processor has closed the incident after the requester accepted a proposed solution. For information about the statuses visible to the requester, see Track Your Incidents in the Tasks section of the documentation on Working with Incidents. Health Check Incidents The system can report incidents as a result of health checks. Health checks are automated tests that proactively monitor the system and alert administrators or providers when a problem is detected. Most health check incidents are routed directly to the provider for processing. When a health check detects a problem that requires the attention of the administrator, the incident appears in the Incidents view. Support: General Information Support is available 24 hours a day, 7 days a week for all administrators and is offered in the local language during business hours (9:00 a.m. 5:00 p.m. local customer time). Outside of business hours, support is provided in English for Very High priority incidents only. Tasks and Notifications When a new incident is reported or changes are made to an incident you are working on, you receive a task or notification. Configuration Settings It is possible to configure certain elements of some of the notifications in the Business Task Management for Incident Management business configuration activity. To find this activity, go to the activity list of your project from the Implementation Projects view. If the activity is not part of your project, you must add it. For more information, see Add or Remove Optional Activities in the Further Tasks section of Complete the Activity List. Tasks Track and Take Over Incidents Track Incidents All incidents reported by users, and some health check incidents, are forwarded to the Incidents view where you can view them in detail. You can control which incidents are displayed in the Incidents view by selecting one of the following values from the Show dropdown list: , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

151 Incident Status Descriptions Status New Incidents My Open Incidents Incidents Where Provider Needs More Information Incidents with Solution Proposal from Provider Incidents in Process My Team's Open Incidents Incidents in Process by Provider Incidents Requiring Action by Requester Completed Incidents Closed Incidents All Incidents Description Incidents that have not yet been taken over for processing. Open incidents for which you are specified as the processor. Incidents that the provider has returned to the processor with a request for additional information to help resolve the issue. Incidents for which the provider has proposed a solution to the issue reported but that the processor has not yet proposed to the requester. Incidents that require action on the part of the processor, that is, incidents that the processor has taken over for processing and those that have been returned to the processor by the requester. Incidents for which your team is responsible. (The team is based on your organizational assignment.) Incidents that have been forwarded to your provider, who is currently attempting to find a solution to the issue reported. Incidents that have been returned to the requester with a proposed solution or a request for additional information. Incidents that are resolved from the requester's point of view, that is, incidents that the requester has canceled because they are no longer relevant or have been solved by some other means, or for which the requester has accepted a proposed solution. Incidents that the processor has completed on behalf of the requester or that have been completed automatically because no changes were made to them for 90 days are also displayed in this list. Incidents that are resolved from the processor's point of view, that is, incidents that the processor has closed. Once an incident has been closed, it can no longer be edited in any way. All incidents, regardless of their current status. If you select Incidents with Solution Proposal from Provider, you can further refine the incidents displayed by filtering the Provider Solution field. The following statuses are available: Status Blank Proposed Rejected More Info Needed Description The provider has not proposed a solution. The provider has proposed a solution. The processor has rejected the provider's solution and returned the incident to the provider for further analysis. Your provider requires more information from you (or the requester) to resolve the incident. To view the details of an incident, click its ID. Assign an Incident to Another User If, for example, you are going on vacation and need to ensure that incidents you are currently working on or new incidents you would normally process yourself are processed by one of your colleagues, you can assign a specific processor to an incident. You can also use this option if you are unable to solve an incident you are working on and want to assign it to a colleague for further analysis. 1. Open the incident for editing by selecting it from the list on the Incidents view and clicking Edit. 2. In the Processor field, enter the name of the colleague to whom you want to assign the incident. 3. Enter information for this colleague if necessary by clicking Add, then choosing Internal Comment. Click Save. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 151

152 The key user to whom you have assigned the incident is informed that he or she must start processing the incident. Take Over a New Incident for Processing 1. From the Show dropdown list, select New Incidents. 2. Select the incident you want to process, and click Edit. 3. From the Action dropdown list, select Start Processing. Click Save. Your name appears in the Processor field and the status of the incident changes from New to In Process. Take Over an Incident with Any Status for Processing If, for example, one of your colleagues is ill and you need to take on his or her tasks at short notice, you can take over an incident that your colleague has already started processing. From the list on the Incidents view, select the incident you want to process and click Take Over. Your name appears in the Processor field but the status of the incident does not change. Process an Incident Search for a Solution 1. Take over the incident and open it for editing. If you want to search for a solution without first taking it over for processing, for example, to scan through a list of new incidents to see which ones you can solve quickly and which ones require more effort and may need to be distributed among other administrators, click the ID of an incident to view its details and then click Start Solution Search. You can then search for a solution as described below. 2. Look at the incident details and determine whether you can solve the incident immediately. Especially helpful is the information on the Screenshot tab, which shows a screenshot of the system at the time at which the problem occurred. The requester can annotate this screenshot to further illustrate the problem and help you to understand it more quickly. The Screenshot tab is only displayed if a screenshot has been attached to the incident. A screenshot is attached automatically to each incident when it is reported unless: The requester deselected the Screenshot Relevant checkbox in the Enter Incident Information step when reporting the incident. The requester reported the incident from the Add-In for Microsoft Excel. The system could not take a screenshot for technical reasons. 3. If you cannot solve the incident immediately, click Solution Search to search existing knowledge bases for a solution to the problem. 4. On the Search tab, in the Find field, enter key terms relating to the incident (for example, sales order). To refine your search, you can click Advanced and define additional search criteria such as the work center and work center view on which the problem occurred. It is possible that the system has prefilled some of the additional search criteria fields that are displayed when you click Advanced. To increase the number of hits your search returns, clear the values in these fields. Click Go. The system searches the following repositories for solutions to the problem: , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

153 Repository Types Repository Community Resources Troubleshooting Built-In Help Description Includes discussion forums in which users can post questions and discuss topics related to SAP Business ByDesign. A collection of problems along with their solutions and workarounds. Comprises the documents in the SAP Business ByDesign Library and the learning content. The system displays the documents that match your key terms. The solution search is not language-specific, which means that the results list may contain documents in languages other than your application language if your key terms were found in these documents. The display language of your Internet browser determines the language in which the documents are displayed. This means that if you click a document in the results list that has an English title, but your Internet browser language is German, when you open the document it is displayed in German if the document is available in German. To change the language in which documents are displayed, change the language of your Internet browser. To group the search results by repository type, from the Group By dropdown list, choose Repository Type. If you enter keywords in a language other than English and you receive too few hits, repeat your search using English keywords to increase the chance of receiving a larger number of hits. Another reason for which you may receive too few hits is that the system has prefilled some of the additional search criteria fields that are displayed when you click Advanced. To increase the number of hits your search returns, clear the values in these fields. 5. Click the title of the document you want to read and determine whether it solves the problem. 6. If you find a document that solves the problem, add it to the incident by selecting the In Collection checkbox. Documents that you attach to the incident as solution proposals are listed on the Solution Collection tab. If you cannot find a document that resolves the incident, forward the incident to your provider with a request for assistance as described below under Forward an Incident to the Provider. Ask the Requester for More Information If you have a question about the issue, you can return the incident to the requester asking for more information. 1. Open the incident for editing. 2. From the Action dropdown list, select Send to Requester. 3. Click Add, then choose Note for Requester and enter your question in the text field. If you require a record of the exact steps the requester carried out immediately prior to the issue occurring, enter a note in the text field asking the requester to use the trace function to reproduce the issue. An explanation of this function is provided as a rollover explanation for the Start Trace button on the screen for editing the incident. Click Save. The status of the incident changes to In Process Requester Action and the requester is informed that action is required on his or her part. Edit an Incident Without Changing Its Status If you have already started to process an incident, you can add information to it without changing its status. 1. Open the incident for editing. 2. Click Add, then choose Note for Provider, Internal Comment, or Note for Requester as appropriate, and enter your comment in the text field. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 153

154 Click Save. If you choose Note for Provider, the provider is informed that you have added information to the incident, and can open the incident to view the information you have added. If you choose Internal Comment, only you can see the information you add. If you then return the incident to the requester or forward it to another key user, however, the information is also visible to this user. This option is also useful, for example, if the status of an incident is Completed, Completed Solution Accepted, or Completed Solution Rejected and you want to add a note for yourself with information that helped you to solve the incident. If you choose Note for Requester, the requester is informed that you have added information to the incident, and can open the incident to view the information you have added. Forward an Incident to the Provider If you cannot find a solution to an issue, forward the incident to your provider to request assistance. If you forward the incident to the provider, he or she may forward it to SAP for further analysis. If SAP s root cause analysis shows that the incident results from a partner product which has been licensed, SAP may forward this incident, including all corresponding context data, to the support organization of the partner responsible. Prerequisites You have maintained your contact information. You must provide a telephone number and address so that the provider can contact you directly. 1. Open the incident for editing. 2. From the Action dropdown list, select Send to Provider. 3. Check that the entry in the Application Area field is correct and change it if required. 4. Click Add, then choose Note for Provider. 5. In the text field, enter information about why you are sending the incident to the provider. If the incident you are forwarding has Very High priority, document the business impact in this field so that it is immediately apparent to the provider. For security reasons, never include your password or that of the requester anywhere in the incident. Click Save. The status of the incident changes to In Process Provider Action. Receipt of the incident by the provider is indicated in two ways: A value is displayed in the External Reference ID field. This is the ID that has been assigned to the incident in the provider's system. A Note from Provider is displayed on the General tab to the effect that the incident has arrived at the provider. Send Additional Information to the Provider If you have already forwarded an incident to your provider and want to provide him or her with additional information, perform the following steps: 1. Open the incident for editing. 2. Click Add, then choose Note for Provider. 3. Enter the information you want to provide in the text field. If relevant, add a file or link to the incident as an attachment. Click Save , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

155 The status of the incident does not change. Reply to a Question from the Provider If the provider has returned the incident to you with a request for more information, reply to the question by performing the following steps: 1. Open the incident for editing. 2. From the Action dropdown list, select Send to Provider. 3. Click Add, then choose Note for Provider. 4. Enter the information you want to provide in the text field. If relevant, add a file or link to the incident as an attachment. Click Save. The status of the incident changes to In Process Provider Action. Propose a Solution to the Requester If you have found a solution to the issue, or your provider has proposed a solution, return the incident to the requester along with this solution. 1. Open the incident for editing. 2. From the Action dropdown list, select Propose Solution. 3. Click Add, then choose Note for Requester and enter an explanation in the text field. If you have found a document that describes the solution you want to propose, add it to the incident as described above under Search for a Solution. Click Save. The status of the incident changes to In Process Solution Proposed and the requester is notified that action is required on his or her part. Return an Incident to the Provider If the solution proposed by your provider does not solve the problem, return the incident to him or her. 1. Open the incident for editing. 2. From the Action dropdown list, select Send to Provider. 3. Click Add, then choose Note for Provider. 4. In the text field, enter the reason for which you are returning the incident. Click Save. The status of the incident changes to In Process Provider Action. Close an Incident If the status of an incident is Completed, Completed Solution Accepted, or Completed Solution Rejected, the Close option becomes available to you in the Action dropdown list so that you can indicate that the incident is resolved from your point of view. 1. From the Show dropdown list, select Completed Incidents. 2. Open the incident for editing. 3. From the Action dropdown list, select Close. 4. If necessary, click Add, then choose Internal Comment and enter a note in the text field. Click Save. If the status of the incident was Completed Solution Accepted, it now changes to Closed Solution Accepted. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 155

156 If the status of the incident was Completed or Completed Solution Rejected, it now changes to Closed. The incident is now closed and can no longer be edited. Use Application Sharing The provider can initiate a secure application sharing session with you or any user in your company. To do this, the provider sends you a session request that includes the session number. When you receive a request, start the session at the appointed time by performing the following steps: 1. Open the incident for editing. 2. Click Start Remote Support. A new browser session opens and the Netviewer Web page appears. 3. Select the language for your session, then click the icon under Click to start the Netviewer one2meet participant program. 4. Click Run. Depending on your security settings, you might have to click Run more than once. The Start session screen appears. 5. Enter the session number that appears in the request from your provider. (You do not need a password to join the session.) 6. Click Connect. The Netviewer screen appears. 7. Follow the steps on the screen and agree to share the content of your screen with the provider. 8. If you want to keep a copy of the Netviewer session log file, click Save. To view the log file, you need the Netviewer NetPlayer, which you can download from the same Web page from which you started the session. Process a Health Check Incident When you receive a health check incident, the steps you need to follow to solve the issue are listed in the message. Health checks appear in your application language. The description appears in English by default. This ensures that the provider can understand it. You can view the information in your application language by clicking Health Check. To resolve the incident, perform the following steps: 1. Take over the incident and open it for editing. 2. Read the instructions in the health check message and perform the steps listed there. 3. If completing the steps solves the incident, from the Action dropdown list, select Complete. Click Save. The status of the incident changes to Completed and you can then close it. 4. If completing the steps does not solve the incident, from the Action dropdown list, select Send to Provider to forward the incident to the provider. If you want to include additional information in the health check incident you are forwarding, you can add or update attachments or click Add, then choose Note for All Parties Involved to enter additional information in the text field , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

157 If you add text using this feature, everyone involved in processing the incident (the processor and provider) is able to read it. If necessary, you can also change the priority of the incident. Click Save. The status of the incident changes to In Process Provider Action. Exceptional Cases Escalate an Incident Incident Escalation Management is an exceptional process for handling critical incidents that cannot be solved satisfactorily or within a reasonable period of time by the Incident Management process. Prerequisites You have submitted an incident with Very High priority and its initial response time (IRT) has been exceeded. A Very High priority incident is justified in the following situations: You cannot access your application at all. The go live of your application or an upgrade of your system is endangered. Your core business processes are suspended and no alternative processes are available. Your incident requires immediate attention because the current issue leads to serious losses for your business. To request escalation, call the emergency hotline for your country and provide the following information: The incident ID The business impact of the incident The name of at least one contact person and his or her telephone number and address (ensure that this person can be contacted 24 hours a day, 7 days a week) Complete an Incident on Behalf of the Requester If it is not possible for the requester to complete an incident, for example, because he or she has left the company, you as the processor must complete the incident on the requester's behalf. 1. Open the incident for editing. 2. From the Action dropdown list, select Complete. Click Save. The status of the incident changes to Completed (or Completed Solution Rejected if the requester has already rejected a proposed solution) and you can then close it Business Communication Monitoring Business Communication Monitoring Quick Guide An SAP cloud solution sends a business message to an external system or business partner when a business document is saved in this solution. It receives a business message when an external system or business partner sends a business document to it. The Business Communication Monitoring view allows you to monitor these messages, and if necessary, restart or cancel them. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 157

158 In addition, you can monitor errors that cannot be assigned to a specific business message. These include connectivity errors, authorization errors, and communication configuration inconsistencies as well as errors that occurred during synchronous communication. You can access this view from the Administrator and/or Application and User Management work center. There is also another view that helps you resolve errors within your system. The Process Communication Errors view allows you to monitor errors that occur within the applications. It provides error resolution help, which can be used by the IT administrator to correct an error. For more information, see Process Communication Errors Quick Guide. Business Background Business Communication Monitoring Business communication monitoring enables you to verify whether business-to-business (B2B) messages and thirdparty application-to-application (A2A) messages have been sent or received successfully, and informs you which processes were used to send or receive these messages. If technical errors have occurred, business communication monitoring helps you to identify and resolve them. You can also monitor rejected Web service calls that include connectivity errors, authorization errors, and communication configuration inconsistencies as well as errors that occurred during synchronous communication. For more information, see Business Communication Monitoring [page 159]. Connectivity Errors - Troubleshooting Connectivity errors can occur on the client or the server side. Errors that occur on the client side usually mean that it was not possible to establish the technical HTTP(S) connection to the server on network level. Errors that occur on the server side are usually reported through an HTTP error code. You can find the error codes in the Business Communication Monitoring view from the Administrator and/or Application and User Management work center. For more information, see Connectivity Errors - Troubleshooting. Web Services For information on issues with Web service calls, see Web Services. Tasks Complete Monitoring When you have finished monitoring a business document, and no longer wish to see it in the work list, click Mark as Complete. The document is removed from the worklist, but you can retrieve it using the Advanced Search for the All Messages query. To have the document visible in the worklist again, click Mark as Pending. Restart a Message If a message could not be processed due to temporary issues or missing master data, click Restart to restart the message communication after you have corrected the error. Note that if the error cannot be corrected, you can cancel the message , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

159 Cancel a Message To stop the processing of a message that contains wrong or missing data, click Cancel. Note that you can only cancel messages in status Technical Error, Content Error, or Timed Out. Depending on the service interface, the action may not be available. Note that it is not possible to resend a canceled message. In such a case, a new transmission needs to be initiated. Refresh List To update the status of existing messages in the worklist and check for new ones, click Refresh List. Show Payload To view the information that was sent with the message, you can display the message payload. The following options are available: To display the payload for the communication with the SAP Business Suite, click Show Payload and then choose IDOC. To display the payload for communication with all other systems, click Show Payload and then choose SAP ESD. Note that depending on the service interface, the action may not be available. Export Messages to Microsoft Excel For more information about this task, see here Business Communication Monitoring Overview Business communication monitoring enables you to verify whether business-to-business (B2B) messages and thirdparty application-to-application (A2A) messages have been sent or received successfully, and informs you which processes were used to send or receive these messages. If technical errors have occurred, business communication monitoring helps you to identify and resolve them. You can also monitor rejected Web service calls that include connectivity errors, authorization errors, and communication configuration inconsistencies as well as errors that occurred during synchronous communication. To be able to send B2B or third-party messages, you must set up a communication arrangement for each location of your business partner, business document, and communication method. The details of the communication arrangement, including business partner or communication system, collaboration template, and authentication is configured in the Communication Arrangements view in the Administrator and/or Application and User Management work center. For more information, see Communication Arrangements Quick Guide [page 165] and Communication Systems Quick Guide [page 163]. Searching for Messages There are different queries that you can select to search for messages, such as: General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 159

160 Open Tasks The system displays all Business Task Management (BTM) tasks that were created and have not been solved yet. Note that tasks that were created for mapping errors are not included in the search result. Messages Exchanged with SAP The system displays, for example, the incidents that were reported by the customer. All Business Messages The system displays all business messages with tasks and errors, as well as success messages. Examples include purchase orders or invoices. Note that rejected Web service calls are not included in the search result. Business Messages with Errors The system displays the business messages for which an error occurred and which therefore have the status Content Error, Technical Error, or Timed Out. This is the default query. Business Messages with Tasks The system displays the business messages for which connectivity errors or mapping errors occurred and for which a BTM task in status New or In Progress exists. Rejected Web Service Calls The system displays errors that cannot be assigned to specific business messages. These include connectivity errors, authorization errors, and inconsistencies in communication configuration as well as errors that occurred during synchronous communication. You can search for a message using different parameters: Business Document: The type of the business document that has been transmitted. The value help offers all those documents that can be transmitted by a business message. Direction: The possible selections are incoming or outgoing. Business Partner Name: The name of the business partner involved in the communication. Business Partner ID: The ID of the business partner involved in the communication. This must be an internal ID when the query is executed. However, it is possible to also enter a DUNS ID into this field. The value help will then look for the parties with this ID. If an entry is selected from the value help, the internal ID will be copied into this field. Status: The transmission status of the message. If you select Business Messages with Errors in the Show field, the system filters the messages with a specific error status. Document ID: The ID of the document as it is known within the system. If the ID of a transmitted business document transmitted cannot be determined, for example, due to a technical error, the corresponding message cannot be found using this field. Company Name: The name of the company that sent or received a message. This field is only available when you select All Business Messages in the Show field. Company ID: The ID of the local company; default is the company you work for. This field is only available when you select All Business Messages in the Show field. Created On: The date when the message was created. For rejected Web service calls, the default is four weeks previous to the current date. Status Changed On: The date when the status of the message was changed the last time. The default for this is four weeks previous to the current date, since messages older than that are most likely no longer relevant. Pending Messages Only: If selected, the query will return only those messages that have not been marked as complete. A message transmission is considered complete when it is received by the recipient. All other messages are therefore considered to be pending. This field is only available when you select All Business Messages in the Show field. Service Interface: The service interface where the error occurred. This field is only available when you select Rejected Web Service Calls , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

161 Displaying Message Details To see details about a business document, you can select the document in the worklist, and view the information at the bottom of the screen. On the General tab, you can see specific information, such as: Message Type: The name of the message. Company ID: The ID of the company that sent the outgoing message or received the incoming message. Business Partner ID: The ID of the remote business partner that received the outgoing message or sent the incoming message. Alternative Company ID/Type: The standard identifier used for the company in the communication and the type of the identifier. The type corresponds to the type selected in the communication arrangement when setting up the connection. Alternative Business Partner ID/Type: The standard identifier used for the business partner in the communication and the type of the identifier. The type corresponds to the type selected in the communication arrangement when setting up the connection. Status Changed On: The date and time the status was changed last. This can be either: The date and time the message status was changed last by the system automatically, for example, when a previously erroneous message was restarted. The date and time the message status was changed by the monitor, for example, when a message received the Timed Out status. The date and time the message status was changed by the user, for example, by clicking Mark as Complete. Status Information: In some error cases, additional information concerning the message status is available, which is then shown in this field. Timeout Interval: The time interval after which a message with the status In Process is assigned the status Timed Out. This currently occurs after 120 minutes. Error Handling Method: When an error occurs in the application during the processing of an incoming message, the application assigns an error handling method to the error. This can be either a task or incident. In the first case, it is possible to navigate to the task. Processor: This is only visible if a task was created. It shows the current processor of the task, if one is assigned. On the Message Details tab, you can see additional information about an error, such as an error long text, a list of business objects that may help you to solve the error (Communication Arrangement, Business Partner, and so on), and additional errors that may have occurred beside the main error. On the History tab, you can see the status of the message, as well as every status the message has been through, and when. The columns correspond to the respective columns or fields of the main table or the General tab. Each time a status value changes, a new entry in the history occurs. The top entry of the history list always shows the current values. On the Document Flow tab, you can see the message shown as an object within the document flow. You can click the icon within the object to open the fact sheet from the work center from which the message originates. You can also click on the Document ID link in the work list to access the fact sheet. Status Descriptions The following status values of the message transmission are possible: General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 161

162 In Process: The message transmission has been initiated, but is not yet complete. This means that either the technical communication is still in process or the message processing on the receiver side is not yet complete. Received: The message has been successfully received by the receiver. Usually, this means that the message transmission is also completed, and the message will not appear when you select Pending Messages Only in the Show field. Timed Out: The message has been in process longer than the system may try to send (outgoing) or process (incoming) messages. The period after which a message that is in process is considered to be timed out is shown in the Message Status group section of the General tab. Content Error: The message could be transmitted successfully on a technical level, but the recipient considered the message content to be invalid. Normally, this status appears only for incoming messages. In this case, the Status Information field in the details section shows the error messages created by the application. Technical Error: There was a technical problem during the message transmission. However, in some cases you can still resolve the issue. Canceled: The message transmission was canceled by the user. Messages can only be canceled in status Content Error, Technical Error, or Timed Out. The cancellation of a message transmission cannot be revoked. This means it is not possible to resend a canceled message. In such a case, a new transmission needs to be initiated. Obsolete: The message is considered not relevant for the business process by the system. For rejected Web service calls, only statuses Content Error and Technical Error are available. Error Handling The following types of error may occur: Technical errors Errors may occur for technical reasons, if a message takes too long to complete, or if there is an error in the content. For obsolete messages, the system has considered a message to be not relevant (or no longer relevant) for the business process. Several causes of these errors are possible, such as incorrect master data for the business partner or in the communication arrangement or even possible server downtime. To try to resolve an issue without first creating an incident, you can try to verify that the master data is set up correctly or check that there are no errors in the communication arrangement, and then restart the message. For more information about how to troubleshoot connectivity errors, see Connectivity Errors - Troubleshooting. Content errors If a message cannot be delivered to your business partner due to a content error, you can navigate to the work center from which the business document originated and edit it there. In addition, you can correct the code or ID mapping, or the master data (see Message Details tab). When an error occurs in the application during the processing of an incoming message, the application assigns an error handling method to the error. This can be either a task or an incident. If a task is created, then it is possible to navigate to the task. Rejected Web Service Calls The Error Description window in the details section provides a more detailed description of the error. Note that the description is only available in English. For more information, see the Business Communication Monitoring Quick Guide in the Help Center of your solution , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

163 5.6 Integration Communication Systems Quick Guide In the Communication Systems view, you can create and edit communication systems to exchange business documents electronically. You can access this view from the Administrator tab under General Settings Integration and/or from the Application and User Management work center. Business Background Communication Systems and Communication Arrangements A communication system represents an external system which is used for application integration. Communication systems can be, for example, external time recording or master data systems. Before you can use a communication system in an application integration scenario, you need to create a communication arrangement. For more information about communication arrangements, see Communications Arrangements Quick Guide [page 165]. Tasks Create a Communication System 1. In the Communication Systems view, click New. 2. In the Basic Information section, enter the details of the communication system. a. In the ID field, enter a unique ID for the communication system. b. If the communication system is part of the SAP Business Suite, select the SAP Business Suite checkbox. In the System Instance section, the columns IDoc Logical System ID and SAP Client are displayed. c. In the Host Name field, enter the host name for the communication system. d. In the System Access Type list, choose the correct communication method for your communication system. If you want to connect a cloud solution to an on-premise system, choose VPN Tunnel. 3. If you use a VPN Tunnel, enter the VPN tunnel details used for connections between the cloud solution and the on-premise system in the VPN Tunnel section. a. In the Host field, enter the host of the SAP solution Web dispatcher. b. In the Port Number field, enter the host port number of SAP solution Web dispatcher. c. In the User field, click Edit to open the Authentication screen and enter the relevant information under User ID (tunnel name) and Password (tunnel password name) and click OK. Your password is not displayed on the screen. 4. In the Technical Contact section, enter the details of the communication systems contact. 5. Optional: In the Internal Comment section, enter a note. 6. In the System Instance section, enter the following information: General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 163

164 a. In the System Instance ID column, enter a unique ID. b. In the Business System ID column, enter the ID of the business system, for example PRD_999. If you use an SAP system, enter the following data: a. In the IDoc Logical System ID column, enter the ID of the IDoc Logical System, which participates in IDoc message exchange either as a sending or receiving SAP system, for example PRDCLNT999. b. In the SAP Client column, enter the SAP client of the SAP system, for example When you have entered all the details, click Save and Close to return to the Communication Systems view. The communication system you just created has the status In Preparation. 8. In the Communication Systems view, select the communication system you have created and click Actions, then choose Set to Active. If the status changes to Active, the configuration is ready to be used. Edit a Communication System 1. In the Communication Systems view, select a line and click Edit to open the Communication System screen. 2. Change the relevant settings. 3. Save your changes and close the screen to return to the worklist. Set a Communication System to Obsolete If a communication system has the status Active, and you no longer wish to use it, you can set it to Obsolete. You must set a communication system to Obsolete before you can delete it. In the Communication Systems view, select a line and click Actions, then choose Set to Obsolete. In the Status column, the status changes to Obsolete. If you have set a communication system to Obsolete, you can undo this action. To do this, click Actions, then choose Undo Obsolescence. In the Status column, the status changes to Active. Delete a Communication System If a communication system has the status In Preparation: 1. In the Communication Systems view, select a line and click Delete. 2. In the dialog box that opens, click Delete to confirm the deletion. If a communication system has the status Active: 1. In the Communication Systems view, select a line and click Actions then choose Set to Obsolete. 2. If the In Use checkbox is selected, it means that communication arrangements are assigned to the communication system. Delete these communication arrangements in the Communication Arrangements view. 3. In the Communication Systems view, select the line again and click Delete. 4. In the dialog box that opens, click Delete to confirm the deletion , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

165 5.6.2 Communication Arrangements Quick Guide The Communication Arrangements view enables administrators to create and edit communication arrangements that your company has set up with a communication partner. You can access this view from the Administrator work center, under General Settings Integration and/or from the Application and User Management work center. Business Background Communication Arrangements Communication arrangements help you to configure the electronic data exchange between the solution and a communication partner. Communication arrangements can be set up for multiple business documents and communication methods. The solution provides communication scenarios for inbound and outbound communication that you can use to create communication arrangements. Inbound communication defines how business documents are received from a communication partner, whereas outbound communication defines how business documents are sent to a communication partner. In the Communication Arrangements view the following communication types are supported: Business-to-business (B2B) This communication type defines an electronic data exchange with a business partner. Application integration This communication type defines an electronic data exchange with a communication system. For more information about communication systems, see the Communication Systems Quick Guide [page 163]. Some communication arrangements are automatically created in your solution configuration. This is indicated by the selected Predefined checkbox in the worklist of the Communication Arrangements view. For predefined communication arrangements with inbound communication, you only have to define the communication account. Tasks Create a Communication Arrangement 1. To open the New Communication Arrangement guided activity in the Communication Arrangements view, click New. 2. In the Select Scenario step, select the communication scenario for which you want to create a communication arrangement and click Next. Based on the communication scenario you selected, the system presets the fields in the next steps with default values. Where possible, you can change the default values if necessary. 3. In the Define Business Data step, enter business data. The entry fields on the screen depend on the communication type of the selected communication scenario. a. If you have selected a B2B scenario, enter the ID of the business partner and select the associated Identification Type. If necessary, you can also enter the ID of the contact person at the business partner. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 165

166 If you have selected an application integration scenario, enter the System Instance ID of the communication system with which you want to set up a communication arrangement. b. In the My Communication Data section, check the default values and make changes if necessary. Enter the company that communicates with your communication partner. By default, the Company ID field is preset with the company to which you are assigned. If you use a B2B scenario, you must also enter a valid identification type. c. If a communication arrangement contains a service interface that supports code list mapping, the Code List Mapping field is displayed. In this field you can choose the relevant code list mapping group for the communication scenario that you are using. For more information, please refer to the relevant integration guide on the SAP Service Marketplace, under SAP Support Portal, Release & Upgrade Info, Installation & Upgrade Guides, Cloud Solutions from SAP. d. Click Next. 4. In the Define Technical Data step, define the technical settings for inbound and outbound communication. a. Select the Communication Method you want to use for the communication arrangement. To communicate with your business partner, you can either establish a direct connection or you can use a collaboration service provider that provides services for B2B communication. b. If you use inbound communication, select the Application Protocol and Authentication Method in the Inbound Communication: Basic Settings section. c. In the User ID field, click Edit Credentials. Depending on the chosen authentication method, you need to define the credentials of the communication user as described in the following table. The user ID of the communication user is created automatically. Authentication Method SSL Client Certificate Settings If you use this authentication method, you need to upload the public key certificate that has been provided by your communication partner. If your communication partner cannot provide a certificate, you can create and download a PKCS#12 key pair file. The PKCS#12 file is password encrypted and contains a public key certificate and a private key. You need to provide the PKCS#12 file to your communication partner. 1. Choose Certificate. 2. Click Upload Certificate and choose the relevant certificate. 3. Click OK. To create a PKCS#12 key pair file, perform the following steps: 1. Choose Certificate. 2. Click Create and Download Key Pair. 3. Define a name for the PKCS#12 file and save it. 4. Define a password for the PKCS#12 file and click OK. 5. Click OK. Note that you have to provide your communication partner with the PKCS#12 file and the corresponding password. User ID and Password If you use this authentication method, you need to define a password as follows: 1. Choose Change Password. 2. Enter a password and confirm it. Note that you have to provide your communication partner with the user ID and password. 3. Click OK. d. If you use outbound communication, select the Application Protocol, Authentication Method, and enter the Host Name in the Outbound Communication: Basic Settings section , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

167 Depending on the chosen authentication method, you need to define the relevant settings as described in the following table. Authentication Method Authentication Settings SSL Client Certificate SAP System Key Pair If you use this authentication, the relevant certificate must be known to the communication partner. Therefore, you need to download the certificate as follows: 1. In the Authentication field, click Download. 2. Choose a location to save the certificate. 3. Provide your communication partner with the downloaded certificate. Trusted Third-Party Key Pair If you use this authentication, you need to upload the PKCS#12 key pair file provided by your communication partner. The PKCS#12 file is password encrypted and contains a public key certificate and a private key. 1. In the Authentication field, click Edit Key Pair. 2. Click Upload Key Pair and choose the PKCS#12 file you want to upload. 3. Enter the required password and click OK. User ID and Password If you use this authentication method, you need to enter the user ID and password that is used by the communication partner for the same communication arrangement. 1. In the User ID field, click Edit Credentials. 2. Enter the User ID and Password. 3. Click OK. e. If necessary, you can individually configure each service that is used in the communication scenario in the advanced settings. The service URLs for outbound communication are calculated from the protocol, port, host name, and path. If you use SAP NetWeaver XI or IDoc, you do not need to change anything in the advanced settings since the path is preset. However, if you use Web Services Reliable Messaging, you have to enter the path for each service in the advanced settings. To edit the advanced settings, click Edit Advanced Settings. Select the service you want to configure. In the Details section, deselect the Use Basic Settings checkbox and change the relevant settings. f. Click Next. 5. In the Review step, review the data you entered in the previous steps. a. To ensure that all data is correct, click Check Completeness. You also see the service URLs for inbound and outbound communication. If you use an inbound scenario, you must provide your communication partner with the URLs for inbound communication since it is the address to which messages should be sent. b. To create and activate your communication arrangement in the system, click Finish. You can also save an inactive version of the communication arrangement by clicking Save as Draft. 6. If you have created a communication arrangement for a B2B outbound scenario, you have to activate the output channel for the business document that is used in this scenario. The system now uses electronic data exchange for the configured communication scenario. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 167

168 Edit a Communication Arrangement 1. To open the Edit Communication Arrangement quick activity in the Communication Arrangements view, select the relevant communication arrangement and click Edit. You cannot edit predefined communication arrangements. 2. Change the relevant settings. 3. To save your changes and return to the work list, click Save and Reactivate. 4. In the worklist, you can click Check Completeness to see if your changes have been updated in the system. It may take about a minute for the system to update the information. Edit the Communication Credentials for a Predefined Communication Arrangement This task is only relevant for predefined communication arrangements with inbound communication. 1. In the Communication Arrangements view, select the relevant communication arrangement. Predefined communication arrangements are indicated by the selected Predefined checkbox. 2. Click Edit Credentials. 3. Depending on the authentication method that you have agreed on with your communication partner, you need to define the credentials of the communication user as described in the following table. The user ID of the communication user is created automatically. Authentication Method SSL Client Certificate Settings If you use this authentication method, you need to upload the public key certificate that has been provided by your communication partner. If your communication partner cannot provide a certificate, you can create and download a PKCS#12 key pair file. The PKCS#12 file is password encrypted and contains a public key certificate and a private key. You need to provide the PKCS#12 file to your communication partner. To upload a public key certificate, perform the following steps: 1. Choose Certificate. 2. Click Upload Certificate and choose the relevant certificate. To create a PKCS#12 key pair file, perform the following steps: 1. Choose Certificate. 2. Click Create and Download Key Pair. 3. Define a name for the PKCS#12 file and save it. 4. Define a password for the PKCS#12 file and click OK. Note that you have to provide your communication partner with the PKCS#12 file and the corresponding password. User ID and Password If you use this authentication method, you need to define a password. The user ID is automatically predefined. Perform the following steps: 1. Choose Change Password. 2. Enter a password and confirm it. Note that you have to provide your communication partner with the user ID and password. 4. Click OK. Delete a Communication Arrangement 1. In the Communication Arrangements view, select the relevant communication arrangement , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

169 2. Click Delete. 3. In the dialog box that opens, click Delete to confirm the deletion. Predefined communication arrangements cannot be deleted Enabling SAP Jam Integration About this document Integrating your SAP cloud solution with SAP Jam allows you to easily collaborate across and within platforms. Prerequisites Before configuration can begin, the following prerequisites must be fulfilled: An SAP Jam tenant has been provisioned for your company. You know how your users were provisioned for your SAP Jam system and SAP cloud solution. See Account Name Origin in step four of the section In the SAP Cloud Solution: Register Your SAP Jam System [page 169] for more information. You have enabled SAP Jam integration during the scoping of your SAP cloud solution. You have administrative access to both your SAP cloud solution and SAP Jam. Tasks In SAP Jam: Register Your SAP Cloud Solution as an OAuth Client 1. Log in as an administrator and go to Admin OAuth Clients to register your SAP cloud solution as a new OAuth client. The Name is the URL for your SAP cloud solution without the such as my crm.ondemand.com. The Integration URL is the URL for your SAP cloud solution, such as my crm.ondemand.com. The X509 Certificate does not need to be uploaded. 2. Save your registration and choose View. 3. Note the Key and Secret for the next step. In the SAP Cloud Solution: Register Your SAP Jam System 1. Log in as an administrator and go to the relevant Implementation Project's Activity List. In the Fine Tune phase, choose the SAP Jam Integration activity. 2. Select the Jam Integration service and choose Register Client. 3. Under OAuth Client Settings, enter the Client ID (which is the Key you obtained from SAP Jam in step 3 of the previous section) and the Client Secret (also from step 3 of the previous section). 4. Under OAuth Server Settings, fill in the necessary information. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 169

170 The Authentication Server URL and API Server URL are the URLs of your SAP Jam system, such as You must enter the URL beginning with https, not http, to ensure a secure connection. The Account Name Origin is determined by how your SAP Jam system and SAP cloud solution and users were provisioned. Select: Address if your SAP Jam system was provisioned in stand-alone or viral mode. Service Provider Account Name if the user IDs in SAP Jam and the SAP cloud solution are not the same. This scenario will require explicit mapping to match users between SAP Jam and the SAP cloud solution. Please contact Cloud Services for further information on how to proceed after you have completed all the steps in this document. User ID if the users in SAP Jam and the SAP cloud solution are the same. This scenario occurs when your users were provisioned from a central Identity Provider (IDP). This is highly recommended as the best practice. Do not select None. It is a technical value and not relevant. The SAML NameID Format is dependent on your selection for the Account Name Origin. Select Address if you chose Address for the Account Name Origin Select Unspecified if you chose any other option for the Account Name Origin 5. Choose OK. 6. Under Client Information, note the Local IDP ID as it will need to match the IDP ID in step 2 of the next section. 7. Under Client Information, choose Show Client Signing Certificate 8. Copy the Client Signing Certificate for use in the next section. In SAP Jam: Register your SAP Cloud Solution as a SAML Identity Provider 1. Log back into SAP Jam as an administrator and go to Admin SAML Trusted IDPs to register your SAP cloud solution. 2. The IDP ID must match the Local IDP ID from your SAP cloud solution in step 6 of the previous section. 3. For the Default Name ID Format, you must use a specific format, depending on your selection for the SAML NameID Format in the previous section. Use urn:oasis:names:tc:saml:1.1:nameid-format:unspecified if you chose Unspecified for the SAML Name ID Format Use urn:oasis:names:tc:saml:1.1:nameid-format: address if you chose for the SAML Name ID Format 4. For the Default Name ID Policy, use the URL of your SAP cloud tenant, without the such as my crm.ondemand.com. 5. For the X509 Certificate, paste the certificate you copied from your SAP cloud solution in step 7 of the previous section , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

171 After you have completed the above steps, if you chose Address or User ID for the Account Name Origin in step 4 of the section In the SAP Cloud Solution: Register Your SAP Jam System [page 169], your SAP Jam and SAP cloud solutions are now integrated, and there is no need to explicitly map the users, making dynamic on-boarding now possible. If you chose Service Provider Account Name in that step, then you must contact Cloud Services for more information on how to explicitly map your users Configuring an External Customer Service Portal If your SAP Cloud for Customer system is not configured with integration to SAP HANA Cloud Portal, Support Site Edition, you can still configure your system to communicate with an external customer service portal. For information on integrating your SAP Cloud for Customer system with SAP HANA Cloud Portal, Support Site Edition, contact your SAP Cloud Services representative. Prerequisites You selected to include an external customer service portal integration in your implementation project scope. For more information, see External Customer Service Portal Integration [page 55]. Tasks Create a Communication System 1. Go to Administrator General Settings then under Integration, click Communication Systems. 2. Click New. For more information, see the Communication Systems Quick Guide [page 163]. 3. For the System Access Type, choose Internet. 4. Add the System Instance information. 5. Save your entries and activate the communication system. Create a Communication Arrangement 1. Go to Administrator General Settings then under Integration, click Communication Arrangements. 2. Click New. For more information, see the Communication Arrangements Quick Guide [page 165]. 3. For the communication scenario, select Customer Service Portal Integration. Click Next >. 4. Select the System Instance ID of the communication system you created for your customer service portal. Click Next >. 5. For Authentication Method, choose User ID and Password. 6. Click Edit Credentials and enter your user and password information. Click Next >. 7. When you're satisfied with your settings, click Finish. The communication arrangement is saved and activated. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 171

172 Information for Your External Customer Service Portal Partner You need to provide your external partner the information they need to consume the services related to ticket integration. 1. From the Communications Arrangements screen, click on the communication scenario you created for your customer service portal. 2. In the list of Inbound Communication Services, select a service and click Download WSDL. Additionally, if Display Documentation is active, you can review the technical documentation associated with the service. 3. Continue downloading the WSDL for each service in the list and provide the complete set to your customer service portal partner. Results The Portal tab is available in the workspace. Follow-On Tasks If you choose to partner with SnapEngage for your customer service portal and chat, you need to configure the chat URL generator to enable the link in the agent workspace. For more information, see Configuring the Chat URL Generator [page 268]. 5.7 Business Tasks and Workflow About Business Task Management Notifications can be sent to a user to inform him or her of preceding process steps which have been carried out in the system or special milestones that have been reached in a business process. Neither the user nor the system has to perform any activity to keep the business process running. Notifications always appear under Notifications. If notifications are acknowledged by the user, they are removed from Notifications. If the user does not acknowledge them, they expire after a specified amount of time. During the fine-tuning phase of your First Implementation Project, you can configure Business Task Management in the Activity List to send notifications at certain milestones, such as for aging leads and stalled opportunities Notification Lead Aging Overview If a lead remains too long in a certain phase, then it is said to be aging. In this case, the system notifies the manager of the sales representative who is responsible for the lead. This type of notification has priority high as a default. A notification of this type expires automatically 14 days after it has been created , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

173 Relevance The relevant sales manager receives this notification under Notifications. Response Since this notification is used for information purposes only, no further action is required Notification Opportunity Stalled Overview If an opportunity remains too long in a certain phase, then it is said to be stalled. In this case, the system notifies the manager of the sales representative who is responsible for the opportunity. This type of notification has priority high as a default. A notification of this type expires automatically 14 days after it has been created. Relevance The relevant sales manager receives this notification under Notifications. Response Since this notification is used for information purposes only, no further action is required Notification Rules Quick Guide Under Administrator Notification Rules, you as an administrator can create, define and activate rules for flexible notifications, which are sent to business users to inform them when items have changed under various conditions, and to notify them of tasks to complete as the result of such changes. As you define rules for flexible notifications, you specify basic data for each rule, the conditions under which the notification is sent, and the recipients of the notification. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 173

174 Business Background In Business Task Management (BTM), tasks, alerts, and notifications are pre-defined. Notification rules allow you to create user-defined notifications thus giving you more flexibility for the use of notifications. For more information, see Notification Rules. In addition to the predefined notification rules that are delivered with BTM, you can define flexible notifications in SAP Cloud for Customer for the following items: Accounts Activity tasks Marketing leads Opportunities Sales leads Sales quotes Tickets Social Media Message Import Runs Ticket Types Tasks Prerequisites To use approvals via , you must do the following: enable security during the scoping process complete the fine-tuning activity Encryption and Signature Check complete the integrate and extend activity Load Certificates and Activate Signing and Encryption for s to maintain trust lists, import certificates, and activate S/MIME Entering the Basic Data for Notification Rules From the notification rules worklist, click New and for the Enter Basic Data step, define the following: 1. Enter the Description to identify the notification rule in the worklist. (This description is not seen by the recipient of the notification.) 2. You can also enter the description in other available languages by clicking. For every additional description to be entered, click Add Row, select the language, specify the description, then click OK. In response, the solution will display this description to users who log on in that language. 3. Select the Business Object such as opportunity or ticket for which the notification is to be sent. 4. Select the Notification Type. Task notifications result in a new item in the Notifications list available from the toolbar. notifications result in an being sent to the list of recipients and requires an HTML file for use as the template. For notifications of the type ' ', you need to add HTML files to the list of allowed MIME types in the Allowed MIME Types for Document Upload fine-tuning activity, if you want to use predefined HTML templates for s. 5. Enter the subject to be seen by the recipient of the notification , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

175 You can also enter the subject in other available languages by clicking. 6. If you're creating an notification, browse to and upload the HTML file to be used as the Template File. 7. If you're creating an notification, you must map any placeholders used in the template to fields in the solution. a. Click Add Row. b. Enter the placeholder as it appears in your chosen template file. All placeholders included in notification templates must be in all caps, contain no special characters, and begin and end with a hash tag (#). For example: #ID# #ACCOUNT# #100# c. Select from the available list of fields. The list is dependent upon the business object you selected for the notification rule. d. You may also use your defined placeholders in the subject line of the notification. 8. If you're creating a task notification, you also have the option of defining placeholders which can be used in the subject line. Select a field value next to the predefined placeholder name (limited to four in total), then include the placeholder in the text of the subject. For example, you create a notification rule for opportunities and define the predefined placeholders as follows: Placeholder Field &1 Status &2 Opportunity ID Then as the subject line, you include the placeholders as follows: Check Opportunity &2; Opportunity has Status &1. 9. Click Next to define the conditions of the notification rule. Defining Conditions for Notification Rules (Optional) 1. In the Define Conditions step, click Add Row to define a condition. 2. In the dialog box, select the field such as Status for the expression of the condition. Then specify an operator (such as Equal to) and a value (such as Converted). 3. If desired, specify an additional expression with the following options: To add an OR expression, click Add Row. To add an AND expression, click Add Expression. 4. To remove or edit an expression, click the corresponding icons. Alternatively, to remove an expression, click Remove Row. 5. If you're creating a task notification, you can specify the expiration period for the notification for example 10 Day(s). If you do not enter an expiration period, then the notification will expire after 30 days. 6. Click Next to define the recipients of the notification. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 175

176 Defining Recipients of Notifications (Required) 1. For task notifications, perform one or both of the following options: a. To define a particular employee as the recipient, click Add Employee. Repeat this selection until all recipients of the notification are defined. b. To define employees of a particular responsibility category as the recipients, click Add Determination. Then select from the available list and repeat this selection as necessary. 2. For notifications, perform one or both of the following options: a. To define a particular employee as the recipient, click Add Employee. Repeat this selection until all recipients of the notification are defined. b. To define employees of a particular responsibility category as the recipients, click Add Determination. Then select from the available list and repeat this selection as necessary. 3. Click Next to review and activate the notification rule. Reviewing and Activating Notification Rules 1. Review the basic data, conditions and recipients that you have defined for the notification rule. 2. If you are satisfied with the notification rule, choose Activate. You can also activate or deactivate notification rules directly from the worklist. 3. Choose Finish. 4. In the Confirmation step, choose Close. Result Once a flexible notification rule has been defined and activated, and once its conditions have been met, then the defined recipients receive the notification via for notifications, or in the toolbar, under Notifications for task notifications. You can also enable task notifications to be sent via . For more information, see the section on Questions Business Task Management with Different Notification Channels in Enabling Features in Scoping for SAP Cloud for Sales [page 41]. See Also Quick Guide for Business Task Management Working with Tasks, Notifications, and Alerts VIDEO: Defining Notification Rules Video Defining Notification Rules (5m 0s) For Administrators: find out how to define notification rules , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

177 5.7.6 Quick Guide for Approval Processes In the Approval Processes work center view, administrators can create and edit approval processes to suit business requirements. You can access the Approval Processes work center view from the Application and User Management work center under Task Distribution. Business Background By default, the approval process related to a business document in the solution always consists of one step. However, business processes may require more than one approval step in the approval process. For example, a sales order for building materials requires approval by both an architect and a stress analyst before the sales order can be released. You may require that conditions be incorporated into the approval processes, such as the amount that an approver is allowed to approve. You may also require the approval of a specified employee, such as a controller if a shopping cart contains items for which a payment card is used. For more information, see Approval Processes. For more information about approval rules in purchasing, see, Approval Rules in Purchasing Tasks Monitor Approval Processes You can view and monitor approval processes. From the Show dropdown list, the following options are available: Value All Processes Active Processes Inactive Processes Expired Processes with Open Approval Tasks Active and Scheduled Processes Description Shows all approval processes available in the system, including all default approval processes. Shows approval processes for which the validity period has not expired. Shows approval processes for which the validity period has expired and approval processes that have the Draft status. Shows approval processes that have expired with approval tasks that were not processed during the validity period of the approval process. Shows active approval processes and approval processes for which the validity period is in the future. You can also group approval processes by the related business document. Create and Edit an Approval Process For more information, see here. Edit the Validity of an Approval Process 1. Select the approval process of the related business document which you want to edit validity periods. Note that the approval process must have the status Draft, Active, or Scheduled. 2. Click Edit Validity. General Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 177

178 All approval processes corresponding to a related business document that have not expired are displayed. 3. Specify validity periods and the corresponding time zones for one or more approval processes. Note that you can make the validity period of an approval process unlimited by entering and 23:59 in the Validity To Date field. Show Open Approval Tasks For approval processes that have the Active status and that have the Ended with Open Approval Tasks status, you can view open approval tasks by clicking Show Open Approval Tasks. Delete an Approval Process Note that you can only delete approval processes that have the Draft status. Note that for approval processes that have the Scheduled status, you can delete such approval processes by deleting the validity period; the status of the approval process then changes to Draft. To delete the validity period, click Edit Validity, remove the validity period, and then delete the approval process , 2012, 2013 SAP AG. All rights reserved. P U B L I C General Settings

179 6 Service and Social Settings 6.1 SLA Setup VIDEO: Prioritizing Tickets with Service Level Agreements Video Prioritizing Tickets with Service Level Agreements (3m 35s) For Administrators: find out how to use Service Level Agreements to prioritize tickets About Service Levels You can create service levels to define the time when the customer must be contacted or the ticket must be completed. These service levels are used to specify the performance objectives for handling customer messages, and based on this you can measure the performance and the quality of your customer service. They ensure that adequate levels of service are delivered to all customers in accordance with business priorities and a competitive cost model. In addition to defining the service levels, you also need to define determination rules so that whenever a new customer message comes into the system, the system can determine the service level based on those rules, and then based on that service level, the initial response and completion due time points are calculated. Go to Administrator Service and Social Settings then choose Service Levels. Tasks Create a Service Level 1. Click New, then Service Level to open the New Service Level editor. 2. On the General tab, enter the service level name, ID, and description. 3. On the Reaction Times tab, enter the milestones for this service level: a. Under Milestones, click Add Row. b. In the new row, in the Milestone column, select Due Date for Completion, Due Date for Initial Response. Automatic alerts for overdue milestones are not currently supported in SAP Cloud for Customer. c. To view details for the milestone, select the row in the Milestones table. To enter these details, under Details for Milestone, click Add Row. Choose the type of service and priority, and enter the duration in hours. Service and Social Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 179

180 You must add a separate row for each priority and for each type of service which you select. For example if you have two types of service and four priorities, you should create a total of eight rows. 4. On the Operating Hours tab, enter the hours when you will be able to deliver the service. a. Choose the working day calendar and time zone to specify a particular region or company. b. To specify the days of the week when your service operates, under Weekly Configuration, click Add. Select the days of the week, for example, Monday to Friday. c. To specify the times of the day when your service operates, select the appropriate row under Weekly Configuration. Under Time Ranges, click Add, then choose the times when your service starts and ends. Operating hours may not be available depending on your configuration. If you do not enter operating hours, the system assumes that the service is available 24/7. 5. At the top of the New Service Level editor, click Save to save the service level. 6. A service level can use the statuses In Preparation, Active, Blocked, or Obsolete. You must set the status to Active before you can determine the usage of the service level within the system. To activate the service level, click Change Status, then choose Active. 7. Click Close to return to the Service Levels view. 8. The service level is saved in the system and added to the Service Levels view. If the service level is activated, you can now assign the determination rules so the service level can be used to specify and measure the performance objectives for the delivery of services to your customers. To restrict a service level to a particular product category, service category, or incident category, or particular country or customer group, open the Determine Service Level quick activity (from the service level details, click You Can Also then Determine Service Level) and create a rule that includes the relevant conditions and service level. To restrict a service level to a particular service type or priority, open the Service Level editor and edit the details on the Reaction Times tab. Define Service Level Determination Rules 1. From the service level details, click You Can Also then Determine Service Level. Or under Administrator Common Tasks, choose Determine Service Level. 2. Add a determination rule to the table and assign a service level. a. Add a row by clicking Add Row. b. In the Service Level column of the new row, click Add to assign the service level. c. Enter the name of a released service level if necessary, click the Open Selection Dialog icon or press F4 to search for the service level and click OK. 3. You can make the service level conditional on a specific country, customer group, product category, service category catalog, service category, or incident category. For each condition that you want to set: a. Click the asterisk * in the appropriate column. b. Select the operator, for example, = or IN. c. Enter the value or value range. d. Click OK , 2012, 2013 SAP AG. All rights reserved. P U B L I C Service and Social Settings

181 e. Place the service level rule in the correct position of the table by selecting the rule and clicking the up or down arrow. The default asterisk ( * ) value means that this parameter has no impact on service level determination. For example, an asterisk in the Country column means that this service level determination is not affected by the country in a service request. Note that even if you exclude a service catalog, the system still displays its incident and service category values; it does not filter these columns out. Although the incident and service category values are displayed, they are not taken into consideration for determining the service level objectives. 4. You can adapt the fields of the decision table using the Decision Table Configuration Wizard. a. Click Adapt Columns. b. Under Available Columns, select the fields that you want to use as conditions to apply service levels. Your extension fields are also displayed under Available Columns. c. To add them to the decision table, choose the arrow buttons, then click OK. The determination rules are evaluated in the order they appear in the table, and once the system has made a match all other rules are ignored. Therefore you should position specific rules for exceptions at the top of the table followed by more general rules. 5. At the top of the Determine Service Levels quick activity, click Save and Activate. 6. The service levels determination rules, are now active and ready to be used in the system. When you create or edit a service request or order, the system uses the rules to evaluate which service level to apply. When a rule is found that matches the service request or order, the appropriate service level is applied and executed, including details about reaction times and due date calculation About Service Categories Service categories are used throughout the system to capture consistent information, to allow for reporting and benchmarking, and for determining service level assignments. To create and organize service categories and incident categories (subcategories) within service category catalogs, go to Administrator Service and Social Settings then choose Service Categories. Tasks Create a Service Category Catalog 1. Click New, then choose Service Category Catalog to open the New Service Category Catalog editor. 2. On the General tab, enter the following data: 1. In the General section, enter the catalog name, valid from/to date, and description. 2. In the Usage section, select the business documents that use the catalog. For SAP Cloud for Social Engagement or SAP Cloud for Service, select Service Request. Service and Social Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 181

182 3. On the Catalog Structure tab, add your service categories to the catalog. The catalog consists of one top-level category by default. 1. To add additional categories, click Create and select either At Same Level or At Lower Level. 2. Enter a name and ID for your categories and select the Category Type for each category. Each category type is associated with a selection field in the workspace allowing agents to assign one or more categories to a ticket. The system checks your catalog structure and will not allow agents to select conflicting categories. You can choose from the following types: Category Type Process Incident Object Part Cause Activity Workspace Selection Field Service Category Incident Category Object Category Cause Category Resolution Category We recommend starting with a Process category type at the top level of your catalog structure, followed by the other category types as sub level categories, but this is not mandatory. There is no limit to the number of service-category levels you can create in a service catalog. However, we recommend that you do not create more than four sublevels as an increased number of levels may make it more difficult to navigate. 4. To edit a category, select the category from the Categories table and edit the details, such as category name, type or ID. A service category catalog can no longer be edited after the valid-from date is reached. In this case, simply create a new catalog version. 5. Click Change Status, then Release to release the new service category catalog. 6. Click Save. 7. Click Close to return to the Service Categories view. 8. The new service category catalog is added to the list in the Service Categories view. To open the service category catalog from this list, click the appropriate catalog ID link. Results Service and incident categories can be used as follows: To determine service level assignments For more information, see About Service Levels [page 179]. Assigned to tickets Excluded from warranties For more information, see Warranties. Create a Catalog Version To create a new version of a catalog, click on the catalog and select New then Version. Consider the following when managing catalog versions: You can have only one active catalog per usage, for example for service requests, at any one time , 2012, 2013 SAP AG. All rights reserved. P U B L I C Service and Social Settings

183 Catalogs with overlapping periods and overlapping usages are not allowed. The following example shows the correct way to use catalog versions. Catalog 1 V1 from to for service requests Catalog 1 V2 from to also for service requests The following example shows the wrong way to use catalog versions. In this case, there are overlapping periods for the same usage, service requests. Catalog 1 V1 from to for service requests Catalog 1 V2 from to also for service requests Change Statuses and Delete a Catalog Consider the following when deleting a catalog or changing the status of a catalog: You can delete only catalogs that are In Preparation. You can set a released catalog back to In Preparation if the valid-from date has not yet been reached. Catalogs that have already been released and are in use cannot be deleted or modified. To remove the catalog from use, create a new version of the catalog, limit the valid-to date to today s date, and release it. 6.2 Communication Channels VIDEO: Setting Up Channels Video Setting Up Channels (6m 15s) For Administrators: find out how to set up channels in your solution Configuring Channels You can set up your SAP Cloud for Customer system to include as a communication channel for creating and responding to customer service tickets. Anytime a customer sends an to one of the defined addresses, a ticket is created and routed to a team or agent queue, based on the rules defined. You have to set up the necessary mail relay in your server to map the system technical address, or addresses if you're supporting both corporate and individual customers, to your customer facing addresses. This basically routes s sent to your addresses to a technical system address provided by SAP. Service and Social Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 183

184 Configuration Process Overview The figure below illustrates the overall process for configuring in your system and is followed by sections describing the tasks in detail: Configuration Process You can also watch the video Setting Up Channels to see how to configure as a channel in your SAP system. Tasks Enabling Inbound s for Individual Customers When you activate the business option for enabling the channel for individual customers, incoming s are automatically converted to a new ticket or added to an existing one. In addition, an individual customer profile is generated from the sender address if none already exists. For more information, see Enabling Features in Scoping for SAP Cloud for Service or Social Engagement [page 46]. Enabling Inbound s for Corporate Customers When you activate the business option for enabling the channel for corporate customers, you must also indicate whether or not tickets should be automatically maintained for incoming s. No corporate accounts or contacts are generated from incoming s. For more information, see Enabling Features in Scoping for SAP Cloud for Service or Social Engagement [page 46] , 2012, 2013 SAP AG. All rights reserved. P U B L I C Service and Social Settings

185 Add Allowed Sender Domain Whether you have opted to support incoming s for corporate accounts or individual customers, you must add the allowed domain for your outbound address the address used to respond to customers. 1. Go to Business Configuration Implementation Projects. 2. Select your project and click Open Activity List. 3. Select the Fine-Tune tab. 4. Go to the and Fax Settings activity. 5. Select and Fax Settings. 6. In the table for Allowed Sender Domains, click Add. 7. Add the domain for your outbound s. 8. Ensure that Send all s to business partners is selected. 9. Save your entries. Maintain the Outbound Address for Your Service Organization Whether you have opted to support incoming s for corporate accounts or individual customers, you must add the outbound address at the service organization level of your org structure to enable agents to respond via to customers. 1. Go to Administrator General Settings then under Company, click Org Structures. For information on using org structures to set up teams for ticket handling, see here [page 90]. 2. For the service organization node in your structure, define the outbound address make sure it has the same domain as the sender domain you defined in fine-tuning. If you want to define more than one outbound address, then you must set up multiple service organization nodes in your org structure. A service organization is defined by selecting both the Service Organization and Customer Service functions for the node. a. Select the node and click Edit. b. On the Addresses tab, maintain the . c. Save and activate your entries. Enabling S/MIME Security To add encryption security to channels, you can enable S/MIME to your solution. 1. Add security to your project scope. For more information, see Enabling Features in Scoping for SAP Cloud for Service or Social Engagement [page 46]. 2. Implement security for your solution. a. Go to Business Configuration, select your project from the list, and the click Open Activity List. b. Click Fine-Tune. c. Open Encryption and Signature Check. d. In the list of incoming s, set the Signature for SEOD Security - Business to Business Scenario and SEOD Security - Business to Customer Scenario. Choose Check (and Reject if Untrusted) if you require a high level of security or choose Do Not Check if you do not have security requirements. e. In the list of outgoing s, set the Encryption and Signature for SEOD Security - Business to Business Scenario and SEOD Security - Business to Customer Scenario. Service and Social Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 185

186 The suggested settings are Encrypt if possible for Encryption, and Sign for Signature. f. Save your settings. 3. Activate your settings. a. Go to Administrator Common Tasks Configure S/MIME. b. Click Activate S/MIME. c. Select Check Signature of Incoming s to encrypt incoming s. Select Encrypt Outgoing s to encrypt outgoing s. Select Signing Outgoing s for your solution to provide a signature to other systems. The settings that you selected in Fine-Tuning will only be enabled if you activate them. If you do not activate your settings, your system will not have security enabled. 4. Save you settings. Adding Channels You need to add the inbound addresses you maintain for customer interaction as channels in the system in order to enable routing of tickets based on those addresses. Once an is received by the system, the original inbound address is identified and a ticket is created for the corresponding channel. Then, if you've defined them, routing rules based on that channel are implemented. 1. Go to Administrator Service and Social Settings then under Communication Channels, click Addresses. 2. Click New. 3. Enter the channel details and save your entries. The address is now added as a channel in the system and can be used when defining ticket routing rules. Adding a Default Account to an Channel If your solution does not recognize the sender address of an incoming , the message is designated as an Unassociated and no ticket is created. You have the option of adding a default account to each channel so that whenever the sender address is unknown, the default account is assigned to the message and ticket is created. The type of default account you assign must match the Address type that you select for your channel. If your channel receives from individual customers, then you need to specify a default individual customers for the channel. If your channel receives from accounts,then you need to specify a default account for the channel. 1. You need to create the default account or individual customer that will be assigned to unassociated s. 1. To create a default individual customer, see Individual Customers. 2. To create a default account, see Accounts. Additionally, you need to create a default contact for the default account. To create a default contact, see Contacts. 2. After creating the default account or individual customer, go to Administrator Service and Social Settings, then under Communication Channels, click Addresses. 3. Click New or Edit , 2012, 2013 SAP AG. All rights reserved. P U B L I C Service and Social Settings

187 Enter or edit any necessary information. Select the default account or individual customer that you created in Account Name and save your entries. 4. It is recommended that you discontinue the use of the Unassociated view if you use a default account for s. For more information about assigning work centers views, see Assign Access Rights in Business Users Quick Guide [page 99]. The default account will now be added to unassociated s and tickets will be created for these messages. Adding a Branding Template to an Channel In order to control the look and feel of s sent by agents, you can add a branding template to your channels. Then every time an is sent from one of those channels, the content is embedded within the branding HTML. 1. You need to create the branding template to be used for the channel. For more information, see Document- Based Templates [page 187]. 2. Go to Administrator Service and Social Settings then under Communication Channels, click Addresses. 3. Click New or Edit. 4. Select the branding template you created from the available list for Template and save your changes. Setting Up Routing Rules for Tickets from Once you've added your channels, you can create work distribution rules to route the resulting tickets to the teams or agents assigned to work on them. For more information, see Defining Rules for Ticket Routing [page 143]. Business Communication Monitoring for You can use business communication monitoring to verify whether messages have been transmitted successfully or not. It creates transparency in that you know whether your business documents were sent as well as received and by which process. If technical errors occur, they can be identified and resolved to prevent problems in follow-on processes or with your business partner. For more information, see the Business Communication Monitoring Quick Guide [page 157] Document-Based Templates Document-based templates use an uploaded HTML file as the body of outbound s. These can be used as follows: As part of the workflow notifications rules you define in the system For information about creating templates for use with workflow notification rules, see Notification Rules Quick Guide [page 173]. As branding templates that you assign to channels For more information about assigning branding templates to channels, see Configuring Channels [page 183]. In conjunction with an enhancement option enabled via the SDK Service and Social Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 187

188 For more information about creating templates for use with the enhancement option, see Enabling Document-Based Templates for Notifications. Tasks Creating a Branding Template As an administrator, you can create branding templates In order to control the look and feel of s sent by agents. You then assign the branding template to an channel so that every time an is sent from that channel, the content is embedded within the branding HTML. Only document-based templates can be designated as branding templates. 1. Go to Customer Service Templates. 2. Click New. 3. Enter the template name. 4. Select as the template's channel type. 5. Select Document-Based as the template's type. 6. Select Branding Template. 7. Enter the Subject line. 8. Browse to the HTML file to be used as the template and save your entries. The template is now available for selection when creating or editing channels to include a branding template. Replacing or Previewing Document-Based Templates Regardless of whether you created a document-based template as part of workflow notification rules, for use with the enhancement option, or as a branding template, you can preview and replace the HTML file under Customer Service Templates. 1. From the list of templates, open the template you want to preview by clicking the template name. 2. To change the file used for the template, click Replace, then browse to and select the new file. 3. Save your changes. 6.3 Creating a Security Certificate for HTTPS Enabled Computer Telephone Integration (CTI) Prerequisites To make outbound calls, you must have a partner CTI provider. Overview You can enable HTTPS security for outbound phone calls made from your solution. To fully enable this feature, you will need to create a security certificate using the command line. After you complete this process, end-users will be able to call customers directly from the solution without having to navigate to another system , 2012, 2013 SAP AG. All rights reserved. P U B L I C Service and Social Settings

189 Tasks Example: Creating a Security Certificate in the Command Line Enter the following into the CMD prompt: button 1. makecert -n "CN=CODCTI Authority" -cy authority -a sha1 sv "CODCTI_authority.pvk" -r "CODCTI_authority.cer" -sr localmachine -ss ROOT Replace CODCTI with your company name. 2. makecert -n "CN=localhost" -ic "CODCTI_authority.cer" -iv "CODCTI_authority.pvk" -a sha1 -sky exchange -pe -sr localmachine -ss MY "codcti_adapter.cer" 3. netsh http add sslcert ipport= :36731 certhash=0291c afaee33f3589b4ab176c8d5336e appid={7e46cd40-39c b ad22e55b2} In the example, Certhash is the thumbprint of the codcti_adapter.cer, You can look this up in the certificate. Appid is the appid of the CTI Client Adapter. 6.4 Document Types and Status for Tickets In this configuration activity you can edit your status for your tickets and define document types. To find this activity, go to the Business Configuration work center and choose the Implementation Projects view. Select your implementation project and click Open Activity List. Select the Fine-Tune phase, then select the Document Types and Status for Tickets activity from the activity list. Tasks Maintain Status In addition to using pre-delivered statuses for tickets, you can specify your own status values and ticket handling processes by mapping them to a valid combination of life cycle status and assignment status. You can also change the description, visibility, and sequence of predelivered statuses. A status can be used to filter the tickets in the Tickets view of the Customer Service tab. Only the statuses displayed in the drop-down list can be selected. Statuses In the following you can see the internal status values that you can select in the ticket and the possibilities to change them in the ticket: Current Status Reachable Status Non-Reachable Status Description Open In Process Customer Action Completed Copied to CRM Closed This status is not reachable from any other value. Service and Social Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 189

190 Current Status Reachable Status In Process Copied to CRM Customer Action Completed Non-Reachable Status Open Closed Description If the status changes from In Process to Closed the system completes and closes the ticket. Copied to CRM None Open In Process Customer Action Completed Closed This status is only reachable after In Process. If this status is set the ticket is replicated to the SAP CRM On-Premise system. It is not reachable if the document is inconsistent and it cannot be changed in the SAP Cloud for Customer system. But the status is changeable for inbound actions because in case a ticket is set to Completed in the CRM On-Premise system the status Completed is written back to the Cloud system. Customer Action In Process Copied to CRM Completed Open Closed - Completed In Process Customer Action Closed Open Copied to CRM Closed None Open In Process Copied to CRM Customer Action Completed A ticket which is Completed cannot be set to Copied to CRM. In Process is not reachable if the ticket was completed by the On-Premise system. A ticket can only be revoked if it was not transferred to an On- Premise system. If a ticket is closed, it is not possible to open it again anymore. This status can only be used for existing tickets. New tickets are not allowed to use Closed. You, as a customer, can't change this status. Adding a New Status 1. Click Maintain Status. 2. Click Add Row. 3. Enter a number in the column Sort Sequence to specify the status sequence of the drop-down list in the application. 4. Enter the Status Code beginning with a Z or Y and the Description. 5. Assign the corresponding Life Cycle Status and Assignment Status. The Assignment Status tells you whom the ticket is assigned to currently and has the following possibilities: Processor Action: The ticket is created by the requestor, for example, the customer, and the processor, for example, the first level support has to react to the ticket. Requestor Action: The ticket is in process and the support colleague asks the customer to do something on his or her side to solve the issue , 2012, 2013 SAP AG. All rights reserved. P U B L I C Service and Social Settings

191 Provider Action: The first level support cannot solve the ticket alone and needs help from the second level support or a third party provider, he or she can use this status and the ticket is forwarded automatically to the corresponding destination. Not Assigned: Can only be used with Life Cycle Status Closed. 6. Decide whether this status should be the initial entry for all newly created tickets and whether this status should be visible in the drop-down list in the ticket handling. Only the Open Life Cycle Status can be selected as initial status. 7. Then save your changes. Changing a Status You can change the Sort Sequence, Description, and the check boxes Initial Status and Status Visibility. Deleting a Status Select the line that you want delete and click Delete. Only statuses that are not used can be deleted. Maintain Document Types Creating a Document Type results in creating a new Ticket Type that is a ticket attribute. You can create custom ticket types that can use in your solution to: filter your tickets, define reports, use to define service levels and flexible notifications. For more information, see About Service Levels [page 179] and Notification Rules Quick Guide [page 173]. Adding a Document Type 1. Click Maintain Document Types. 2. Click Add Row and enter the required document type code and a description. 3. Save your changes. Deleting a Document Type 1. Select the entry you want to delete and click Delete. 2. Save your changes. You can't delete document types that are in use in your solution. Service and Social Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 191

192 6.5 Social Media Enabling Social Media Features Your SAP Cloud for Social Engagement solution is delivered with the social media features available but hidden. As an administrator, you need to enable the social media features of the solution using Adaptation Mode. 1. To enter adaptation mode click Adapt, then choose Enter Adaptation Mode. 2. Navigate to each of the screens listed below and make the screen edits indicated for each. 1. When you're on the screen you want to edit, click Adapt, then choose Edit Screen. 2. Add or remove elements on the Screen Layout tab. 3. Save your changes. You can test your changes before publishing. 4. When you're finished with your changes you can publish them to make them visible to all users. For more information on adapting your interface, see Administrator Adaptation Quick Guide [page 244]. Screens to Edit for Enabling Social Media Features Screen Navigation Edits Notes Service and Social Settings Administrator and Social Settings Service Under Sections, check the box for Social Media to make it visible. You need to make this change before you can set up any social media channels in your system. Individual Customers Customers Individual Customers Individual Customer Customers Individual Customers then choose a customer to open the details screen Under Fields, check the box for Social Media Profile to make that column visible in the list. Under Sections, check the box for Social Information to make it visible. With Social Information selected, under Fields, ensure the boxes are checked for Facebook and Twitter. Under Sections, select Tabs, then in the lower list, select Social Media Messages and Social Profiles. You need to have at least one customer record in the system before you'll be able to adapt the details screen. See Also Adapting the User Interface , 2012, 2013 SAP AG. All rights reserved. P U B L I C Service and Social Settings

193 6.5.2 Social Media Channels VIDEO: Adding Social Media Channels To watch a how-to video, choose a link below. The video opens in a new browser window. Videos are available in English only. Title Duration Description Adding a Facebook Channel Adding a Twitter Channel Adding an SAP Social Media Analytics Channel 3m 41s 2m 36s 5m 29s Shows you the basic steps required to add a Facebook channel to your system. Shows you the basic steps required to add a Twitter channel to your system. Shows you the basic steps required to add an SAP Social Media Analytics channel to your system Adding a Facebook Social Media Channel In order for the system to retrieve messages from a Facebook page and to enable agents to post responses back to that page, you must set up a social media channel for the Facebook page. To set up a social media channel, go to Administrator Service and Social Settings then under Social Media, choose Social Media Channels. Prerequisites You must have an existing Facebook account and administrator access to that account. If you want to support Facebook direct messaging, then you must enable the Facebook Direct Message Integration scoping element. For more information, see Enabling Scoping for SAP Cloud for Service or Social Engagement [page 46]. If you want to support nested Facebook comments, you must enable nested comments on your company's Facebook page. You must also enable the scoping element for nested comments in your solution. For more information, see Enabling Scoping for SAP Cloud for Service or Social Engagement [page 46]. Tasks Creating a New Channel 1. From the Social Media Channels screen, click New. 2. For Channel Type, select Facebook. 3. Click Advanced Setup. Service and Social Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 193

194 App ID and App Secret By default, the channel will use the app ID and secret delivered with your SAP solution. If you want to use your own, enter the specifics for your Facebook app. Otherwise, leave the fields blank. Run Initial Import From The initial import is the first import of messages from a channel. This setting indicates a specific date and time from which messages should be imported once an import run has been scheduled for the channel. This allows you to front load the system with, for example, all messages from the last 30 days. For more information on creating and scheduling import runs, see Creating or Editing a Social Media Message Import Run [page 203]. 4. Click Connect with Channel. The Facebook logon page will open in a new browser window. 5. Log on to Facebook. If the site asks you to allow access to your app, allow it. Once you see the message that your account has been authenticated, you can close the window and return to the system. Configuring the Channel Once you have authenticated your Facebook account, you can define one or more channels, each based on one of your Facebook pages. 1. Click Get Facebook Accounts. 2. Select a page to configure and complete the following column fields in the table: Column Select for Monitoring Description This enables inbound messages. You must select this in order to enable the system to receive inbound messages from Facebook. Listen Only Mode Channel ID This disables outbound messages from the system to the Facebook page. You should select this option if you are just testing a page to avoid any inadvertent responses or broadcast messages. You can define the channel ID in a way that is meaningful to you. For example, all Facebook channels may have a similar naming convention. This is the only chance you have to define the channel ID. After you save your entries, the field switches to read-only and can no longer be edited. Channel Language This will be the display name throughout the system for the channel. For example, in the ticket or customer details. It is automatically populated with the Facebook account name associated with the channel and cannot be edited. Select the native language of the channel. This language setting is used for text analysis to extract keywords and sentiments. It does not mean that messages posted in other languages to this channel will not be retrieved though text analysis will still be performed in the native language of the channel so keyword and sentiment results may vary. If no language is selected, text analysis is performed for English , 2012, 2013 SAP AG. All rights reserved. P U B L I C Service and Social Settings

195 Column RSS URL for Notifications Description Any comments or likes added to a message posted on the page, get published via the notifications for that page. In order to monitor the channel for these comments and likes, you need to copy and paste the RSS URL from Facebook. The URL should look like: notifications.php?id=<unique ID>. You should be able to find the URL by logging on to your Facebook admin account and using Facebook as the page you are using for the channel. If you go to your notifications and choose to see all, there should be a link for RSS which, if you click it should go to an.xml file where you can copy the URL from the browser address field. 3. Save your entries. The Facebook page is now set up as a social media channel in the system and can be selected from the list of available channels when creating a social media message import run. Follow On Tasks Create a routing rule for the channel. Defining Rules for Ticket Routing [page 143] Create and schedule a social media message import run for the channel. Creating or Editing a Social Media Message Import Run [page 203] Adding a Twitter Social Media Channel In order for the system to retrieve messages from and enable agents to respond via a Twitter handle, you must set up a social media channel for that handle. To set up a social media channel, go to Administrator Service and Social Settings then under Social Media, choose Social Media Channels. Prerequisites You have the logon information for the Twitter handle. Tasks Creating a New Channel 1. From the Social Media Channels screen, click New. 2. For Channel Type, select Twitter. By default, the channel will use the consumer key and secret delivered with your SAP solution. If you want to use your own, click Advanced Setup and enter the specifics for your Twitter app. 3. Click Connect with Channel. The Twitter logon page will open in a new browser window. 4. Log on to your Twitter account and authorize the app. Service and Social Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 195

196 Once you see the message that your account has been authenticated, you can close the window and return to the system Configuring the Channel Once you have authenticated your Twitter account, you can define the channel based on that handle. 1. Click Get Twitter Account. 2. Select the channel in the table and complete the following column fields in the table: Column Listen Only Mode Channel ID Description This disables outbound messages from the system to the Twitter handle. You should select this option if you are just testing a page to avoid any inadvertent responses or broadcast messages. You can define the channel ID in a way that is meaningful to you. For example, all Twitter channels may have a similar naming convention. This is the only chance you have to define the channel ID. After you save your entries, the field switches to read-only and can no longer be edited. Channel Language This will be the display name throughout the system for the channel. For example, in the message or customer account details. It is automatically populated with the Twitter account name associated with the channel and cannot be edited. Select the native language of the channel. This language setting is used for text analysis to extract keywords and sentiment. Messages posted in other languages to this channel will still be retrieved, but text analysis will be performed in the native language of the channel so keyword and sentiment results may vary. If no language is selected, text analysis is performed for English. 3. Save your entries. The Twitter handle is now set up as a social media channel in the system and can be selected from the list of available channels when creating a social media message import run. Defining a Separate Response Handle Once you have created and saved a Twitter channel, you may choose to add a separate response handle to that channel so that responses sent by agents come from a different account than the one used to retrieve the original customer message. This essentially allows you to define one account as your primary response handle by setting the same response account for several, or all of, your Twitter channels. Prerequisites: You have created a channel for the Twitter account you plan to use as the response handle. 1. Create your Twitter channel as described in the sections above. 2. Close the Social Media Channel Setup screen and choose your Twitter channel from the list of social media channels. 3. Click Edit. 4. Click Advanced Setup. 5. Choose your Twitter Account for Responses from the list of existing Twitter channels. 6. Save your entries. All responses to tickets created as a result of messages received on this channel, will now be sent from the defined response account , 2012, 2013 SAP AG. All rights reserved. P U B L I C Service and Social Settings

197 Follow On Tasks Create a routing rule for the channel. Defining Rules for Ticket Routing [page 143] Create and schedule a social media message import run for the channel. Creating or Editing a Social Media Message Import Run [page 203] Adding an SAP Social Media Analytics Channel You can set up social media channels to pull in your content from SAP Social Media Analytics by NetBase and create one of two types of tickets: those based on Twitter content, and those based on all other types of content. To set up a social media channel, go to Administrator Service and Social Settings then under Social Media, choose Social Media Channels. Prerequisites You have created at least one Twitter channel Your Twitter channel is used to retrieve and respond to tweets identified via your SAP Social Media Analytics channel. For more information, see Adding a Twitter Social Media Channel [page 195]. You have an SAP Social Media Analytics by NetBase account You have set up a topic on your SAP Social Media Analytics account You have set up a mashup web service for SAP Social Media Analytics for that topic For more information see, Setting Up a Web Service for SAP Social Media Analytics by NetBase [page 270]. Each channel you set up using SAP Social Media Analytics, is connected to only one SAP Social Media Analytics web service. Each SAP Social Media Analytics web service is in turn set up for just one SAP Social Media Analytics topic. So if you have three topics defined on SAP Social Media Analytics, you need to set up three separate web services and three separate social media channels. The Twitter channels used for retrieving and responding to the messages captured via SAP Social Media Analytics can be the same however. Tasks Creating a New Channel 1. From the Social Media Channels screen, click New. 2. For Channel Type, select SAP Social Media Analytics. 3. Click Advanced Setup. 4. Choose a date and time to Run Initial Import From. Service and Social Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 197

198 The initial import is the first import of messages from a channel. This setting indicates a specific date and time from which messages should be imported once an import run has been scheduled for the channel. This allows you to front load the system with, for example, all messages from the last 30 days. For more information on creating and scheduling import runs, see Creating or Editing a Social Media Message Import Run [page 203]. 5. Enter the Service ID for API. The Service ID is the ID for the web service set up to monitor the associated SAP Social Media Analytics topic. 6. Select a Twitter Account to Retrieve Tweets. This will be the account used to retrieve tweets identified by SAP Social Media Analytics. While you can use the same Twitter channel for retrieving tweets identified by SAP Social Media Analytics as you use for responding, you should consider using separate channels to avoid reaching the rate limit prematurely (Twitter rate limit is approximately 350 per hour per account). 7. Select a Twitter Account for Responses. This will be the handle used to respond to messages received via SAP Social Media Analytics. Configuring the Channel 1. Select the channel in the table and complete the following column fields in the table: Column Listen Only Mode Channel ID Description This disables outbound messages from the system to the associated Twitter handle. You should select this option if you are just testing a page to avoid any inadvertent responses or broadcast messages. You can define the channel ID in a way that is meaningful to you. For example, all SAP Social Media Analytics channels may have a similar naming convention. This is the only chance you have to define the channel ID. After you save your entries, the field switches to read-only and can no longer be edited. Channel Language This will be the display name throughout the system for the channel. For example, in the message or customer account details as well as when defining routing rules based on channels. Select the native language of the channel. This language setting is used for text analysis to extract keywords and sentiment. Messages posted in other languages to this channel will still be retrieved, but text analysis will be performed in the native language of the channel so keyword and sentiment results may vary. If no language is selected, text analysis is performed for English. 2. Save your entries. The SAP Social Media Analytics topic is now set up as a social media channel in the system and can be selected from the list of available channels when creating a social media message import run. Results SAP Social Media Analytics channels produce two types of tickets: Twitter tickets Twitter tickets are created when the channel identifies and retrieves a relevant tweet. If the customer identified via Twitter already exists in the system, the ticket is associated with that customer. If not, a new individual customer record is created along with the ticket , 2012, 2013 SAP AG. All rights reserved. P U B L I C Service and Social Settings

199 SAP Social Media Analytics tickets All other content identified by the channel, for example blog posts or shopping reviews, are created as SAP Social Media Analytics tickets. These tickets have no customer records associated with them but agents can manually assign a customer. Follow On Tasks Create a routing rule for the channel. Defining Rules for Ticket Routing [page 143] Create and schedule a social media message import run for the channel. Creating or Editing a Social Media Message Import Run [page 203] Custom Channels Creating a Custom Channel Type To communicate with external systems, you must create a custom channel type. To create a custom channel, proceed as follows: 1. Go to Business Configuration Implementation Projects. 2. Select the project for which you want to create the channel type. 3. Select Open Activity List. 4. Select Fine-Tune and then All Activities in Show. 5. Select Create or Delete Custom Channel Type, then select Add to Project. 6. Click Create or Delete Custom Channel Type to open the channel. 7. Click Add. Enter the channel type code and the name of the channel. 8. Save your selections. Follow On Tasks Configuring a Custom Channel [page 200] Adding a Custom Channel In order for the system to retrieve messages from and enable agents to respond via a custom channel type, you must set up a custom channel for the handle. To set up a custom channel, choose Administrator Service and Social Settings Social Media Channels. Prerequisites You need the ID of the mashup Web service you have previously created to respond to a custom channel. Service and Social Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 199

200 Tasks Creating a New Channel 1. Navigate to Administrator Service and Social Settings Social Media Channels. 2. Click New. 3. For Channel Type, select the channel name that you previously created. 4. Enter the mashup Web service ID that you have created for the response. 5. Enter your Channel ID, Channel Name, and Language. You can choose to set the channel to Listen Only mode while you are setting up the system. Listen Only Mode disables outbound messages from the system to the custom channel. You should select this option if you are testing a page to avoid any inadvertent responses or broadcast messages. 6. Save your options Configuring a Custom Channel You can configure your SAP Cloud for Customer system to communicate with any channel. Prerequisites To enable your system to send response messages to an external system, the external system should expose a Web service. The Web service should accept the content type Form and parameter name = content. The parameter content contains the JSON string which has the response message. The JSON string appears in the following format: This parameter will contain a { "original_id": <Identifier from social media channel e.g. Bazaar Voice (String)> "sma_id": <Unique ID for service request from SAP Cloud for Service, if one exists (String)> "service_req_no": <Unique ID for service request from SAP Cloud for Service, if one exists(string)> "text": <Text of the message/comment/sma*(string)> "sma_create_datetime": <Date Time at which media message was created (UTC String)> "private_ind": <Indicator that social media activity is posted privately(string true / false )> author_name : <Agent s Name(String)> "author_ ": <Agent s (String)> } The elements of the protocol are explained in the following table: original_id sma_id Original Identifier from social media channel (from Generic Channel e.g. Bazaar Voice) Social media activity (Internal ID from SAP Cloud for Social Engagement or SAP Cloud for Service) Identifier , 2012, 2013 SAP AG. All rights reserved. P U B L I C Service and Social Settings

201 service_req_no Text sma_create_datetime private_ind author_name author_ Unique ID for service request from Service Request (original internal ticket ID from SAP Cloud for Social Engagement or SAP Cloud for Service) Social media message text Point in time at which social media message was created in the social media channel (UTC) Indicator that social media activity is posted privately Name of the agent who composed the response of the agent who composed the response Content Type = 'application/x-www-form-urlencoded' Post parameter name = content Content = {"original_id":" ","sma_id":"12942","service_req_no":"8789","author_name":"","author_e mail":"","sma_create_datetime":" t22:55:30z","private_ind":"false","text":"tests49"} Tasks Create a Communication System 1. Choose Administrator General Settings Integration Communication Systems. 2. Click New. 3. Enter the hostname. 4. For the System Access Type, choose Internet. 5. Save your entries and activate the communication system. Select Actions Set to Active. Create a Communication Arrangement 1. Go to Administrator General Settings then under Integration, click Communication Arrangements. 2. Click New. 3. For the communication scenario, select Customer Service Portal Integration. Click Next. 4. Select the System Instance ID of the communication system you created for your customer service portal. Click Next. 5. For Authentication Method, User ID and Password is the recommended option. 6. Click Edit Credentials and enter the user and password information for the Web site. Click Next. 7. A check for completeness is recommended. 8. Click Finish. The communication arrangement is saved and activated. Information for Your Customer Service Portal Partner If you partner with another provider, you need to provide them with the information they need to consume the services related to chat and ticket integration. 1. From the Communications Arrangements screen, click on the communication scenario you created for your customer service portal. 2. In the list of Inbound Communication Services, select a service and click Download WSDL. Additionally, if Display Documentation is active, you can review the technical documentation associated with the service. 3. Continue downloading the WSDL for each service in the list and provide the complete set to your customer service portal partner. Service and Social Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 201

202 Follow-On Tasks Setting up a Mashup Web Service for a Custom Channel [page 202] Setting up a Mashup Web Service for a Custom Channel This mashup is required to respond to a custom channel. Each channel you set up using SAP Social Media Analytics is connected to only one SAP Social Media Analytics topic. Each SAP Social Media Analytics topic also needs a separate Web service. For example, if you have three topics defined on SAP Social Media Analytics that you want to use to monitor your custom channel, you need to set up three separate Web services and three separate social media channels. The custom channel used for responding to the messages captured via SAP Social Media Analytics can be the same. For more information on setting up Twitter social media channels using SAP Social Media Analytics, see Adding an SAP Social Media Analytics Social Media Channel. Prerequisites You have set up the channel type You have a Web service URL that accepts the standard response JSON interface. Tasks Creating the Mashup Web Service 1. Choose Administrator Business Flexibility Mashup Web Services. 2. Click New. The recommended service to select is the REST Service. A SOAP service can be used, but the REST service is recommended. 3. Enter the required information as follows: Enter the Service Name Choose an Authentication Method based on your needs. Fields for user name and password will appear. Enter your SAP Social Media Analytics user name and password. For Service Protocol, choose XML. For HTTP Method, choose POST. Enter the URL from the Web service that you have setup. 4. In the Input Parameters section, add rows to the table for each parameter defined for your channel. 5. Save your entries. The Service ID for the newly created Web service must be entered manually when creating the associated custom channel. For more information, see Adding an SAP Social Media Analytics Social Media Channel , 2012, 2013 SAP AG. All rights reserved. P U B L I C Service and Social Settings

203 Follow On Tasks Adding A Custom Channel Type [page 199] Social Media Message Import Runs Creating or Editing a Social Media Message Import Run In order for the system to retrieve messages posted on your Facebook page or to your Twitter handle, you need to first create and then schedule a social media message import run for the associated channels. Prerequisites You have already created and activated at least one social media channel in the system. For more information see: Adding a Facebook Social Media Channel [page 193] Adding a Twitter Social Media Channel [page 195] Adding an SAP Social Media Analytics by NetBase Social Media Channel [page 197] Tasks Creating an Import Run 1. Go to Administrator Service and Social Media Settings. Then under the Social Media section, choose Social Media Message Import Runs. 2. Click New, then Creation Run. 3. Enter a Run Description and in the table, click Add Row. 4. If you know the Channel ID, begin typing it and the system will suggest matches select one and press Enter. Alternatively, click the value help icon to choose from the list of available channels. 5. If you want the import run to retrieve messages from more than one channel, add rows for each channel. 6. Save your entries. Your import run is saved and set to status 1 In Preparation. 7. To activate the import run so that you can schedule it, click Actions, then Activate. Editing an Import Run 1. From the Social Media Message Import Run screen, select the social media message import run you want to change and click Edit. 2. Make your changes to the run and save your entries. The status is not changed when you edit an import run. So if you add a channel to an active run, for example, and that run has already been scheduled, the newly added channel will be included during the next scheduled message import. Service and Social Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 203

204 Setting an Import Run to Obsolete If you have a social media message import run that you no longer need or want to have available for scheduling, you cannot delete it but must instead set the status to obsolete. From the Social Media Message Import Run screen, select the import run and click Actions Obsolete., then Set to Any scheduled jobs for this run will be cancelled and the run can no longer be scheduled. Reactivating an Obsolete Import Run 1. From the Social Media Message Import Run screen, select the import run and click Actions, then Set to In Revision. This sets the status to 3 In Revision. 2. With the import run still selected, click Actions, then Set to Active. See Also Scheduling a Social Media Message Import Run [page 204] Monitoring a Social Media Message Import Run [page 205] Scheduling a Social Media Message Import Run Once you have created a social media message import run, you need to schedule it to retrieve the messages from the associated channel or channels. Once you have set up a schedule for an import run, each instance of that run is an individual job that you can review, cancel or reschedule. Prerequisites The import run is active. Tasks Scheduling an Import Run 1. Go to Administrator Service and Social Settings then under Social Media, click Social Media Message Import Runs. 2. Select the table row for the import run you want to schedule and click Schedule. 3. Specify the scheduling options described in the table below and save your entries. Schedule Start Immediately Description This option will run the import job immediately and only once , 2012, 2013 SAP AG. All rights reserved. P U B L I C Service and Social Settings

205 Schedule Run After Job Single Run Recurrence Description This option will run the import job after the designated job each time that job is run. If you know the Run ID of the job you want your import job to run after, begin typing it and the system will suggest matches select one and press Enter. Alternatively, click the value help icon to choose from the list of available jobs. This option will run the import job exactly once on the specified date and time. This option will run the import job on a regular schedule based on the specified parameters. In order to reduce system load, import jobs for a single import run should not be scheduled to run any less than every five minutes. You can schedule multiple import runs in parallel however. Rescheduling or Cancelling an Import Run Job 1. Go to Administrator Service and Social Settings then under Social Media, click Social Media Message Import Runs. 2. Select the table row for the import run you want to review and click View Jobs. The job details for the import run are displayed with a default filter showing the Scheduled Jobs for this run. 3. To reschedule a job, select the table row for the job and click Reschedule. Specify the scheduling options and save your entries. 4. To cancel a job, select the table row for the job and click Cancel Job. The system will ask you to confirm the cancellation. See Also Monitoring a Social Media Message Import Run [page 205] Creating or Editing a Social Media Message Import Run [page 203] Monitoring a Social Media Message Import Run Once you have created and scheduled a social media message import run, you can review the individual job details for more information, for example, how many new messages were created. Also, if anything goes wrong during a specific job, the log will include messages with additional information. Tasks Reviewing Import Run Jobs For each social media message import run you have scheduled, there are the jobs which have already finished and those that are still scheduled. For more information on rescheduling or cancelling scheduled jobs, see Scheduling a Social Media Message Import Run [page 204]. 1. Go to Administrator Service and Social Settings then under Social Media, click Social Media Message Import Runs. 2. Select the table row for the import run you want to review and click View Jobs. 3. In the filter bar, select Run Jobs from the drop down menu. All finished or running jobs for the import run are displayed in the table along with their start and end dates and times as well as a description of any errors that may have occurred. Service and Social Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 205

206 4. To look at the technical details of a job, select the table row for that job and click View Job Log. For more details, for example if an error occurred during the import or how many new messages were created, review the execution logs for the import run. Reviewing Import Run Execution Logs The execution logs contain detailed information about each of the jobs finished for a specific import run. For example, if an error occurred during message import or if the import was successful, how many new messages were created or updated with comments. 1. From the Social Media Message Import Runs view, select the table row for the import run you want to review. The Execution Logs table appears. 2. Click the link for the Application Log ID of the job you want to review. The detail view of the log opens. Log Details Tab General Settings Results Description Displays summary and administrative data for the job. Displays settings, if any are defined. Displays the detailed results of the job execution, for example how many new messages were created or how many messages were updated with comments, as well as any error messages. Troubleshooting If errors occur during the execution of a social media message import run, the execution log details will include the associated error messages on the Results tab. In some cases, the errors are specific enough to provide you with information on what may have gone wrong so that you can make corrections. In other cases, the errors are too broad or are just unknown, for example an error occurs on the social media provider side and little or no information is passed to the system on what may have gone wrong. The table below describes some of the more common errors you may experience and information on what you can check in the system. If an error occurs that you cannot correct, report an incident for support. Import Run Execution Errors Error Message More Information An error occurred for social media activity provider: (there may be several variations of this message, some including abbreviations like SMA provider) Check the social media channel indicated to make sure it has been configured properly. For information on setting up a Facebook channel, see here [page 193]. For information on setting up a Twitter channel, see here [page 195]. For information on setting up an SAP Social Media Analytics by NetBase channel, see here [page 197]. Exception during adaptor communication with social media channels There may have been an interruption in the communication between the system and the social media provider. Try rescheduling the job to see if the exception is cleared. For more information, see here [page 204]. Check the social media channels included in the import run to make sure they have been configured properly. Message prioritization failed Check that the message prioritization settings have been maintained. For more information, see here [page 207] , 2012, 2013 SAP AG. All rights reserved. P U B L I C Service and Social Settings

207 Error Message Processing of user profile information failed Unable to fetch Klout score An error occurred during text analysis More Information The user profile information was not retrieved from the social media provider. This may be due to a temporary communication issue with the social media provider. Try rescheduling the job to see if the exception is cleared. This may be due to a temporary communication issue with Klout. Try rescheduling the job to see if the exception is cleared. There may be an issue with the configuration of the integrated text analysis service. Try rescheduling the job to see if the exception is cleared before contacting support Configuring Social Media Message Prioritization Settings When the system retrieves the messages posted by your customers via any of your social media channels, it automatically assigns priority based on several factors. As part of your initial system setup, you need to configure those prioritization settings. After go live, you may find it necessary to adjust your settings from time to time in order to better reflect the actual message traffic and patterns. 1. Go to Administrator Service and Social Settings then under Social Media, click Maintain Activity Prioritization Settings. 2. Enter the Customer Message values and the Message Priority Range values. For information on the settings and how they effect prioritization, refer to the following table: Value Original Message Weight Description Defines the weight assigned to the original customer message based on the following factors: The sentiment identified, via text analysis, in the customer's message. For more information on how sentiment is assigned, see the Text Analysis section below. The social influence of the customer. We recommend an initial setting of 60%. Crowd Weight Defines the weight assigned to the likes and comments associated with the original message based on the following factors: The number of likes and comments on the message. The social influence of the people who liked or commented on the message. The sentiment identified, via text analysis, in the comments associated with the message. For more information on how sentiment is assigned, see the Text Analysis section below. We recommend an initial setting of 40%. Service and Social Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 207

208 Value Multiplier for Major Problems Description Defines the proportional effect on the priority score of messages that are identified, via text analysis, as major problems. The multiplier can be any whole number between 1 and 5. For more information on how major problems are identified, see the Text Analysis section below. We recommend an initial setting of 2. Lower Boundary for Medium Priority Defines the priority score above which a message will be assigned medium priority and below which a message will be assigned low priority. We recommend an initial setting of 3. With the other recommended initial settings, the average message will have a score of 3. This value may need to shift over time as you see how the prioritization is effected by both your settings and the social influence of customers and those who like and comment on the messages. Upper Boundary for Medium Priority Defines the priority score above which a message will be assigned high priority and below which a message will be assigned medium priority. We recommend an initial setting of 10. With the other recommended initial settings, a message with a negative sentiment and either a problem indicated or a high Klout score will have a score of 10. Setting the upper boundary higher than 10 in this case would make the Klout score the main factor for calculating message priority. This value may need to shift over time as you see how the prioritization is effected by both your settings and the social influence of customers and those who like and comment on the messages. 3. Save your entries. Only messages coming into the system after you save your settings will be prioritized based on the new settings. The priority assigned to all existing messages will remain unchanged. Text Analysis SAP Cloud for Customer uses the linguistic analysis and extraction features of SAP BusinessObjects Data Services to perform text analysis on incoming customer messages. As a result, the following are identified: Sentiment Minor or Major Problem Keywords (such as product mentions) The following table provides information about how sentiment is assigned according to patterns identified in a message that express customer feelings: Sentiment Positive Description A positive opinion, such as: Great Excellent Nice Fine , 2012, 2013 SAP AG. All rights reserved. P U B L I C Service and Social Settings

209 Sentiment Neutral Description An opinion that is neither positive nor negative, such as: OK Acceptable Negative A negative opinion, such as: Bad Dislike Hate Terrible Minor or Major Problem Minor Problem An opinion describing an impediment the customer can work around, such as useless or faulty Major Problem An opinion describing an impediment the customer cannot work around, such as broke down or not working 6.6 Portal Adaptation Adapting Support Portal Screens If your solution includes integration with the SAP HANA Cloud Portal, Support Site Edition, the widgets used to display and enter ticket data pull their fields and labels from your SAP Cloud for Customer solution. So in order to change the labels or add or remove certain fields from a screen or form displayed on the support portal, you need to enter adaptation mode and make the changes to the associated portal screens in SAP Cloud for Customer. For information related to administration of the portal itself, refer to the SAP HANA Cloud Portal Documentation. Before You Get Started About the Support Portal The SAP HANA Cloud Portal, Support Site Edition comes with a reference site that you can either work with directly or copy to create new sites which you can then customize, for example with your own branding or additional pages and widgets. Here's a video that shows you how to manage your support portal, including how to adapt the screens: Support Portal Administration. While you may change the name of the pages, it is important that you do not change the page alias for any of the standard support portal widgets. The home page of the support portal reference site includes the following query tiles: Open Tickets A list of a user's new and in process tickets Need Confirmation A list of a user's tickets that need to be confirmed by the user Service and Social Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 209

210 High Priority A list of a user's high priority, unsolved tickets No Recent Updates A list of a user's unsolved tickets with no agent activity for the last 7 days All Tickets A list of all tickets a user created via the portal (new, in process, and completed) Create New Ticket A form allowing portal users to enter data and create new tickets Prerequisites SAP Cloud Services has set up and configured the integration between your SAP Cloud for Customer system and the SAP HANA Cloud Portal, Support Site Edition, a separately licensed solution. For information on integrating your SAP Cloud for Customer system with SAP HANA Cloud Portal, Support Site Edition, contact your SAP Cloud Services representative. Tasks Exposing Portal Adaptation The screens you need to access for portal administration are hidden by default so you need to personalize your Service and Social Settings view of the Administrator tab. 1. Go to Administrator Service and Social Settings. 2. Click Personalize, then choose This Screen. 3. Under Sections, select Portal Configuration. 4. Save your changes and close the personalization pane. Adapting Screens 1. Go to Administrator Service and Social Settings Portal Queue. 2. Click Adapt, then choose Enter Adaptation Mode. 3. Navigate to the screen you want to work with and then click Adapt Edit Screen. The adaptation pane opens where you can select, deselect, reorder, and add screen elements. 4. To add extension fields to support portal widgets, open the Extension Fields section. You can create new fields or use existing extension fields. a. To create a new field, click Add. Extension fields are supported for the support portal widgets with the exception of Quantity and Amount All dates displayed in the support portal widgets are in UTC format All number fields displayed in the support portal widgets use a period decimal separator b. To add an existing field, select the Visible check box. c. For each extension field you want to make visible on the support portal widgets, select the field in the list and review the field details displayed at the bottom of the pane. d. Click Further Usage and go to the Services tab. e. Select the following services and click Add Field: , 2012, 2013 SAP AG. All rights reserved. P U B L I C Service and Social Settings

211 Manage Service Request General Information Manage tickets 5. Save your changes and review them before publishing them. Once you publish your changes, the screens and forms displayed by the support portal widgets will reflect your adaptations. Adaptations to this screen... Portal Queue...are reflected in this Support Portal widget Tickets Historical Tickets In order to allow your customers' portal site administrators to see the address of the contact who created each ticket, you need to make the field visible in the Portal Queue screen. New Ticket From the list of tickets, click New to open the quick create. Then click to open the adaptation pane for the quick create form. Create Ticket Ticket Details From the list of tickets, click a ticket ID to open the ticket details screen. Ticket Detail A detailed view of a ticket 6.7 Marking an Individual Customer as Obsolete By marking an individual customer as obsolete, for example if you find a duplicate record in your system, you disable any further processing of tickets for that individual customer. You can still review the customer record and any associated completed tickets. For SAP Cloud for Social Engagement, in order to support data privacy policies of the social media sites with which the system communicates, you need to be able to delete a customer's social media profile typically upon request by that customer. In this case, marking an individual customer record created as a result of an incoming social media message as obsolete essentially deletes the social media profile. Any messages involving that customer can still be reviewed and displayed, but the customer-specific information will be removed and the customer field will indicate that the customer record is now obsolete. Prerequisites Although the system does not require it, you should either transfer to other customers or close all new or in process tickets associated with the individual customer you intend to mark as obsolete. Tasks 1. Go to Administrator Common Tasks Manage Individual Customers. 2. Select the table row for the individual customer you want to mark as obsolete and choose Mark as Obsolete. No further processing is allowed for any tickets associated with the obsolete individual customer. If the individual customer was created via an incoming social media message: The customer record and all identifying information are deleted from the system. Service and Social Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 211

212 Any associated tickets are updated to remove all customer-specific information and the customer details link. Any associated tickets are updated to indicate that the ticket was originated by a now obsolete customer , 2012, 2013 SAP AG. All rights reserved. P U B L I C Service and Social Settings

213 7 Sales and Marketing Settings 7.1 Configuring Sales Leads With this activity you can do the configuration settings for sales leads. To find this activity, go to the Business Configuration work center and choose the Implementation Projects view. Select your implementation project and click Open Activity List. Select the Fine-Tune phase, then select the Sales Leads activity from the activity list. Business Background Party Processing Business partners is the superordinate term for all of the companies and people with whom you are in contact in your daily business. Business partners can be, for example, accounts, contacts, partners, or employees. When you create a document such as a sales quote, you can indicate that business partners you created in the master data are involved parties for this specific document. Roles are assigned to each party to define the party s purpose. Business partners can take on multiple party roles in a business document. For example, often in sales quotes the account, ship-to, and bill-to party roles are identical. In SAP Cloud for Customer, you can automatically determine all involved parties for business transactions and documents using roles, determination rules, parties, addresses, and master data. The Involved Parties tab, for example in a sales quote, displays all parties and contacts. For more information, see Party Processing for Cloud for Customer [page 434]. Tasks Maintaining Involved Parties Adding or editing party roles 1. Click Maintain Involved Parties. 2. Under Party Role Assignments click Add Row. 3. Select a Party Role from the drop-down list. 4. Decide whether the role should be, for example, active, mandatory, unique, or should be forbidden for manual changes. 5. Save your changes. 6. Then click Maintain Determinations where you can edit the determination for the newly added party role. Deleting role assignments 1. Select the line you want to delete. 2. Click Delete. Sales and Marketing Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 213

214 You can delete only self-created assignments. Pre-delivered content cannot be deleted. Maintaining Sources Here you can specify the origin of you documents, such as trade fair, campaign, and roadshow. This list is used for marketing leads, opportunities, and sales leads depending on your scoping. Though if you change an entry in one context it is also changed in the others. Adding a Source 1. Click Add Row. 2. Enter a source code beginning with a Z and a description. 3. Save your entries. Deleting a Source 1. Select the entry you want to delete and click Delete. 2. Save your changes. If you delete entries here that are used in documents, the technical codes are staying in the documents and only the code descriptions are removed. Maintaining Reasons With this activity you can add and edit reasons for the success of a business case. This list is used for sales leads and opportunities depending on your scoping. Though if you change an entry in one context it is also changed in the others. Adding and Editing a Reason 1. Click Add Row. 2. Enter a Reason Code beginning with a Z and a Description. You can also edit existing descriptions. 3. Save your entries. Deleting a Reason 1. Select a line and click Delete. 2. Save your changes. If you delete entries here that are used in documents, the technical codes are staying in the documents and only the code descriptions are removed. Assigning Reasons With this activity you can assign reasons to a particular status. Depending of the document status the assigned reasons are displayed. Assigning a Reason 1. To add a reason to a status select first an available Status and then click Add Row. 2. Select a reason from the Assigned Reasons drop-down list you want to use , 2012, 2013 SAP AG. All rights reserved. P U B L I C Sales and Marketing Settings

215 3. Save your changes. Deleting a Reason Assignment 1. To delete a reason assignment select it and click Delete. 2. Then save your changes. Maintaining Categories With this activity you can add and delete your own categories for your documents. You can use the categories to classify your documents. This list is used for activities, marketing leads, opportunities, and sales leads depending on your scoping. Though if you change an entry in one context it is also changed in the others. Adding a Category 1. Click Add Row. 2. Enter a Category Code beginning with a Z. 3. Save your entries. Deleting a Category 1. Select a line and click Delete. 2. Save your changes. You cannot delete all category assignments. At least one category must be assigned. If you delete entries here that are used in documents, the technical codes are staying in the documents and only the code descriptions are removed. Assigning Categories With this activity you specify which of the categories you want to use to classify your documents. 1. To add a category click Add Row and select the category you want to use. To delete a category select it and click Delete. 2. Then save your changes. Maintaining Qualifications With this activity you can adapt the qualifications that you use to classify how promising a lead is for your business. This list is used for marketing and sales leads depending on your scoping. Though if you change an entry in one context it is also changed in the other. Adding or Editing Qualifications 1. To add a qualification click Add Row. 2. Enter a Qualification Code beginning with a Z and a Description. You can also change the descriptions of the existing qualifications. 3. Save your entries. Deleting Qualifications Sales and Marketing Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 215

216 1. Select the row you want to delete and click Delete. 2. Save your changes. If you delete entries here that are used in documents, the technical codes are staying in the documents and only the code descriptions are removed. 7.2 Opportunities Configuring Opportunities In this activity you can do configuration settings required for opportunities. To find this activity, go to the Business Configuration work center and choose the Implementation Projects view. Select your implementation project and click Open Activity List. Select the Fine-Tune phase, then select the Opportunities activity from the activity list. Business Background Party Processing Business partners is the superordinate term for all of the companies and people with whom you are in contact in your daily business. Business partners can be, for example, accounts, contacts, partners, or employees. When you create a document such as a sales quote, you can indicate that business partners you created in the master data are involved parties for this specific document. Roles are assigned to each party to define the party s purpose. Business partners can take on multiple party roles in a business document. For example, often in sales quotes the account, ship-to, and bill-to party roles are identical. In SAP Cloud for Customer, you can automatically determine all involved parties for business transactions and documents using roles, determination rules, parties, addresses, and master data. The Involved Parties tab, for example in a sales quote, displays all parties and contacts. For more information, see Party Processing for Cloud for Customer [page 434]. Tasks Maintaining Involved Parties Adding or editing party roles 1. Click Maintain Involved Parties. 2. Under Party Role Assignments click Add Row. 3. Select a Party Role from the drop-down list. 4. Decide whether the role should be, for example, active, mandatory, unique, or should be forbidden for manual changes. 5. Save your changes. 6. Then click Maintain Determinations where you can edit the determination for the newly added party role , 2012, 2013 SAP AG. All rights reserved. P U B L I C Sales and Marketing Settings

217 Deleting role assignments 1. Select the line you want to delete. 2. Click Delete. You can delete only self-created assignments. Pre-delivered content cannot be deleted. Maintaining Sources Here you can specify the origin of you documents, such as trade fair, campaign, and roadshow. This list is used for marketing leads, opportunities, and sales leads depending on your scoping. Though if you change an entry in one context it is also changed in the others. Adding a Source 1. Click Add Row. 2. Enter a source code beginning with a Z and a description. 3. Save your entries. Deleting a Source 1. Select the entry you want to delete and click Delete. 2. Save your changes. If you delete entries here that are used in documents, the technical codes are staying in the documents and only the code descriptions are removed. Maintaining Reasons With this activity you can add and edit reasons for the success of a business case. This list is used for sales leads and opportunities depending on your scoping. Though if you change an entry in one context it is also changed in the others. Adding and Editing a Reason 1. Click Add Row. 2. Enter a Reason Code beginning with a Z and a Description. You can also edit existing descriptions. 3. Save your entries. Deleting a Reason 1. Select a line and click Delete. 2. Save your changes. If you delete entries here that are used in documents, the technical codes are staying in the documents and only the code descriptions are removed. Assigning Reasons With this activity you can assign reasons to a particular status. Depending of the document status the assigned reasons are displayed. Sales and Marketing Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 217

218 Assigning a Reason 1. To add a reason to a status select first an available Status and then click Add Row. 2. Select a reason from the Assigned Reasons drop-down list you want to use. 3. Save your changes. Deleting a Reason Assignment 1. To delete a reason assignment select it and click Delete. 2. Then save your changes. Maintaining Categories With this activity you can add and delete your own categories for your documents. You can use the categories to classify your documents. This list is used for activities, marketing leads, opportunities, and sales leads depending on your scoping. Though if you change an entry in one context it is also changed in the others. Adding a Category 1. Click Add Row. 2. Enter a Category Code beginning with a Z. 3. Save your entries. Deleting a Category 1. Select a line and click Delete. 2. Save your changes. You cannot delete all category assignments. At least one category must be assigned. If you delete entries here that are used in documents, the technical codes are staying in the documents and only the code descriptions are removed. Assigning Categories With this activity you specify which of the categories you want to use to classify your documents. 1. To add a category click Add Row and select the category you want to use. To delete a category select it and click Delete. 2. Then save your changes. Maintaining Contact Roles With this activity you can create new contact roles for your opportunities. Adding or Editing Contact Roles 1. To create a new contact role, click Add Row. 2. Enter a Contact Role Code beginning with a Z and a Description. You can also edit existing descriptions. 3. Save your entries. Deleting Contact Roles 1. Select the row you want to delete and click Delete , 2012, 2013 SAP AG. All rights reserved. P U B L I C Sales and Marketing Settings

219 2. Save your changes. Maintaining Document Types With this activity you can create own document types and use them in the system to filter your documents and within the reports. Adding a Document Type 1. Click Maintain Document Types. 2. Click Add Row and enter the required document type code and a description. 3. Save your changes. Deleting a Document Type 1. Select the entry you want to delete and click Delete. 2. Save your changes. You can't delete used document types Maintaining Approval Settings for Opportunities In this configuration activity, you perform settings that determine how opportunities in your system are approved, and whether a multiple step approval process for opportunities is to be active. You can also perform settings, in an associated activity, that determine whether the system shall notify users via about opportunities for approval. By default, the approval process related to a business document in SAP Cloud for Customer always consists of one step. However, some business processes may require more than one step to attain approval. Business processes that consist of more than one step are called multistep approval processes. For more information, see Approval Processes [page 240]. To maintain approval settings for opportunities, go to the Business Configuration work center and choose the Implementation Projects view. Select your implementation project and click Open Activity List. Select the Fine- Tune phase, then select the Approval for Opportunities activity from the activity list. Prerequisites Activating Opportunities Opportunities are enabled in your solution configuration. To find this business option, go to the Business Configuration work center and choose the Implementation Projects view. Select your implementation project and click Edit Project Scope. In the Scoping phase of the project, ensure that New Business is selected within Sales. Configuration settings are usually performed by an administrator. If you do not have the required authorization, contact your administrator. Activating Multistep Approval for Opportunities In the Questions phase, expand the Sales scoping element and select New Business. Select Opportunities, then determine whether you want your system to use a multiple step approval process for opportunities. Also, determine whether you want your system to automatically submit opportunities for approval. Sales and Marketing Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 219

220 If you include a multiple step approval process for opportunities in your project scope, then we recommend that you exclude from your project scope the automatic submission of opportunities for approval. Activating Notification Rules In the Scoping phase of the project, ensure that Business Task Management is selected under Business Process Management within Communication and Information Exchange. In the Questions phase, expand the Communication and Information Exchange and Business Process Management scoping elements and select Business Task Management, then determine whether you want your system to use to notify business users about Business Task Management items. Configuring Approval Processes and Notification Rules To complete configuration, select Administrator Workflow Approval Processes and, under Administrator Workflow Notification Rules. To perform configuration settings for approval processes, ensure that you have assigned the Approval Processes work center view (APPROVALPROCESSES_WCVIEW) to the Administrator work center (SEODADMINWCF). To perform configuration settings for notification rules, ensure that you have assigned the Notification Rules work center view (NOTIFICATION_DEFINITION) to the Administrator work center. Business Background Approval Processes By default, the approval process related to a business document in SAP Cloud for Customer always consists of one step. However, some business processes may require more than one step to attain approval. Business processes that consist of more than one step are called multistep approval processes. For more information, see Approval Processes [page 240]. Tasks Edit the Available Task Types 1. To adapt the task types for the approval of opportunities, select under Available Task Types the task that you want to change. 2. Change the Task Type Details as required. 3. Save your changes. 7.3 Sales Quotes Configuring Sales Quotes In this configuration activity you can edit your number ranges for your sales quotes, define document types in case you use A2X services for sales quotes, and decide which party roles you want to use in sales quotes , 2012, 2013 SAP AG. All rights reserved. P U B L I C Sales and Marketing Settings

221 To find this activity, go to the Business Configuration work center and choose the Implementation Projects view. Select your implementation project and click Open Activity List. Select the Fine-Tune phase, then select the Sales Quotes activity from the activity list. Business Background Sales Quote Processing Sales quote processing is used to offer products to customers according to specific terms with fixed conditions. The seller is bound by the sales quote for a specific period of time. The sales quote is usually created by a sales representative of the company. The system supports pricing capabilities. For more information, see Sales Quote Processing. Party Processing Business partners is the superordinate term for all of the companies and people with whom you are in contact in your daily business. Business partners can be, for example, accounts, contacts, partners, or employees. When you create a document such as a sales quote, you can indicate that business partners you created in the master data are involved parties for this specific document. Roles are assigned to each party to define the party s purpose. Business partners can take on multiple party roles in a business document. For example, often in sales quotes the account, ship-to, and bill-to party roles are identical. In SAP Cloud for Customer, you can automatically determine all involved parties for business transactions and documents using roles, determination rules, parties, addresses, and master data. The Involved Parties tab, for example in a sales quote, displays all parties and contacts. For more information, see Party Processing for SAP Cloud for Customer [page 434]. Tasks Maintaining the Number Range In this activity you can define within which number range your sales quotes should get their document numbers. 1. Click Maintain Number Range. 2. Adapt the Begin Number and End Number. 3. Save your changes. Maintaining Document Types With this activity you can create own document types and use them in the system to filter your documents and within the reports. Adding a Document Type 1. Click Maintain Document Types. 2. Click Add Row and enter the required document type code and a description. 3. Save your changes. Deleting a Document Type 1. Select the entry you want to delete and click Delete. 2. Save your changes. Sales and Marketing Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 221

222 You can't delete used document types. Here you can also decide whether or not you want to use the process variant With Direct Customer Acceptance. This variant means that a quote does not need any print out or a confirmation because the customer has already accepted the quote directly during the sales representative's visit. Maintaining Involved Parties Adding or editing party roles 1. Click Maintain Involved Parties. 2. Under Party Role Assignments click Add Row. 3. Select a Party Role from the drop-down list. 4. Decide whether the role should be, for example, active, mandatory, unique, or should be forbidden for manual changes. 5. Save your changes. 6. Then click Maintain Determinations where you can edit the determination for the newly added party role. Deleting role assignments 1. Select the line you want to delete. 2. Click Delete. You can delete only self-created assignments. Pre-delivered content cannot be deleted Maintaining Approval Settings for Sales Quotes This configuration activity is to maintain the settings for the required business task management. The Business Task Management view allows you to adapt the tasks for sales quotes to your processes. To find this activity, go to the Business Configuration work center and choose the Implementation Projects view. Select your implementation project and click Open Activity List. Select the Fine-Tune phase, then select the Approval for Sales Quotes activity from the activity list. Prerequisites Configuration Settings Configuration settings are usually performed by an administrator. If you do not have the required authorization, contact your administrator. Sales quotes are enabled in your solution configuration. To find this business option, go to the Business Configuration work center and choose the Implementation Projects view. Select your implementation project and click Edit Project Scope. In the Scoping step of the project, ensure that New Business is selected within Sales , 2012, 2013 SAP AG. All rights reserved. P U B L I C Sales and Marketing Settings

223 In the Questions step, expand the Sales scoping element and select New Business. Select Sales Quotes and include the question related to the multi step approval for sale quotes to the scope. To complete the scoping you need to do settings in the Administrator work center under Approval Processes in order to define the approval process. Please consider that through scoping the approval process is already active. Business Background Approval Processes By default, the approval process related to a business document in SAP Cloud for Customer always consists of one step. However, some business processes may require more than one step to attain approval. Business processes that consist of more than one step are called multistep approval processes. For more information, see Approval Processes [page 240]. Tasks Edit the Available Task Types 1. To adapt the task types for the approval of sales quotes, select under Available Task Types the task that you want to change. 2. Change the Task Type Details as required. 3. Save your changes. 7.4 Sales Target Planning Sales planning functions are done by sales managers. Although sales representatives cannot perform sales planning functions, they can review reports that contain data that is associated with these functions. For more information, see Working with Sales Planning Data. Prerequisites Sales planning is activated. For more information, see Activating Sales Planning. Business Background Business Planning Planning for your business involves three different elements: strategic planning, financial planning, and operational planning. While strategic planning is a high-level management task and therefore takes place outside of the system, financial and operational planning are supported by tools and applications that have been designed to guide and support you in mastering your company s planning and budgeting tasks. Compared with traditional spreadsheetbased approaches, the system's planning features improve the efficiency and quality of the planning process by Sales and Marketing Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 223

224 enhancing collaboration between planners, ensuring the consistency of planning data, and enabling drilldowns into various data dimensions. Sales Planning Sales planning offers a solution that enables you to define and monitor sales targets. It promotes seamless monitoring of sales targets, forecasts, and revenues and also makes it easy to create new plans. Tasks Creating a Sales Plan 1. Choose Sales Sales Target Planning New. 2. On the Set General Properties screen, enter the necessary data - such as Sales Unit, Horizon From/To, Plan Name, and Currency - then choose Next. You can only have one plan for a certain sales unit and horizon. The overlapping of horizons for the same sales unit is not allowed. By default, the currency of the sales unit's company is used. However, as long as the sales plan remains in preparation, you may change this currency, if desired. 3. Specify the granularity of your plan on the Select Planning Dimensions screen. You can select the accounts, employees, product categories, and products that you want to be shown in the plan. You can also select the planning items to be planned, for example, certain employees, accounts, or products. Then choose Next. 4. You can enter a description for the active version or you can create a new version on the Manage Plan Versions screen. Then choose Next. 5. You can select the data on which your planning is to be based and where it should be copied to on the Copy Actual Data screen. First choose the plan data from existing sales plans that are created for the corresponding sales units in general data and the selected planning dimensions and time period that should be taken into account. Then select the plan version into which the data should be copied. 6. On the Review screen, review your entries. 7. To confirm your changes, choose Finish. 8. On the Confirmation screen, you can open the plan data in Microsoft Excel or close the guided activity. Editing a Sales Plan Structure 1. To edit sales plan data in Microsoft Excel, select the appropriate plan. Before you may edit sales target plan data in Microsoft Excel, you are required to have installed the Microsoft Excel Add-In. This add-in is available under Downloads. 2. Choose Edit, then select Plan Data in Excel. The sales targets are opened in Microsoft Excel. Now you can adjust the targets for your planning horizon. 3. To show or hide dimensions, open the View pane. To this end, choose the SAP Business ByDesign tab, find the View area, and choose Change the Current View of the Report. You can also open and save views with different dimensions and settings in the panel. 4. Select a desired dimension and drag and drop it to the rows and columns as necessary. 5. You can also define how the data should appear on the user interface for each planning dimension by selecting the row or column label in the panel and changing the selections underneath , 2012, 2013 SAP AG. All rights reserved. P U B L I C Sales and Marketing Settings

225 6. Enter your sales targets in the plan. 7. After you have finished the planning, to recalculate the planning data in the workbook choose Refresh on the SAP Business ByDesign tab in the Microsoft Excel ribbon. If you enter a total target for a dimension, the sum is distributed to the unchanged items. Changed items are not affected during the recalculation. 8. To finalize the planning, save your data by choosing Save All on the SAP Business ByDesign tab. Activating a Sales Plan 1. Select the sales target plan under New Sales Target Planning. 2. Select Change Status Active. The plan is now activated. See Also About Analysis 7.5 Territory Management Territory Management encompasses all activities that are required to create and configure a hierarchy of sales territories, and to delegate responsibility at each level of this hierarchy to the appropriate sales representatives. Administrators perform these tasks under Sales Territories. Prerequisites Territory Management is activated. To learn how to activate Territory Management, see Enabling Features in Scoping for SAP Cloud for Sales [page 41]. Tasks Defining the Territory Hierarchy After territory management has been activated, define the territory hierarchy the hierarchical levels that form the structure of your sales organization. To do so, proceed as follows: 1. Choose Business Configuration Implementation Projects. 2. Choose the title of the appropriate implementation project. The Project Overview screen appears. 3. Choose Open Activity List. The activity list wizard appears. 4. Choose Fine-Tune Sales Territory Hierarchy Level. 5. On the subsequent screen, define the codes and descriptions of the sales territory levels to be used by your organization. Sales and Marketing Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 225

226 6. Save your entries. Defining the Root Territory After the territory hierarchy has been activated, define the root territory a single territory that represents the uppermost node of your sales hierarchy, and the basis for all subsequent territory assignments. After you define the root territory, every other territory that you create is subordinate to the root territory. Define the root territory as follows: 1. Choose Business Configuration Implementation Projects. 2. Select the title of the appropriate implementation project. The Project Overview screen appears. 3. Choose Open Activity List. The Activity List screen appears. 4. Choose Fine-Tune. 5. Under Activity Group: Sales, select Sales Territory Management Root Setup. 6. Follow the corresponding instructions to define the root territory for your sales organization. Creating Individual Territories 1. Choose Sales Territories. 2. Choose New New Territory, or New New Subterritory. 3. On the subsequent screen, specify the territory name. A unique territory ID is generated automatically. 4. Specify the parent territory in relation to the territory hierarchy that has been established for your organization. If you selected New Subterritory, the parent territory is populated automatically. 5. Under Territory Team, choose Add Row. 6. In the resultant row, to identify the territory owner, specify the Employee Responsible-Sales role, then select the corresponding employee. 7. Under Accounts in Territory, choose Add Row. In the Account ID field, specify each account to be assigned to the new territory. 8. Save your entries. Uploading a List of Territories, Using Microsoft Excel 1. Choose Sales Territories. 2. Choose New Territories from Microsoft Excel. The first time you use Microsoft Excel to upload data, download the add-in. Download the SAP Add- In for Microsoft Excel by clicking Download, which you can find at the top right of the screen. 3. To export a blank Microsoft Excel template to a local file, choose Download, then specify a directory. 4. Open the Microsoft Excel template from the directory that you specified. 5. For each territory that you want to create, make an entry in each of the following columns: External ID (of six characters, maximum) Territory Name , 2012, 2013 SAP AG. All rights reserved. P U B L I C Sales and Marketing Settings

227 Parent Territory ID Owner Employee ID 6. Save your entries. 7. From the standard Microsoft Excel workbook you have modified, log on to the on-demand system by using the appropriate URL, user, and password. 8. In your modified workbook, select Save Data To. The data in your modified workbook is automatically uploaded. 9. To display the imported territories in the on-demand system, choose Refresh. Changing Territory Teams For any territory, administrators can designate or re-assign the territory owner, and specify additional territory team members, as follows: 1. Choose Sales Territories. The Territories work center appears. 2. Expand the territory tree structure until you find the territory of interest. 3. To open the territory, choose the territory name. 4. On the screen that appears, choose Edit. 5. Under Territory Team, choose Add Row. 6. In the row that appears, specify each territory team member, and their corresponding role. 7. Save your entries. Editing Territories 1. Choose Sales Territories. The Territories work center appears. 2. Use one of the predefined filters to display the territory you want to edit, select it in the list, and choose Edit. 3. Edit the information in the territory. 4. To modify the sales territory team, proceed as follows: a. Under Territory Team, for each employee to be removed from the territory team, choose Remove. b. For each employee to be added to the territory team, choose Add Row. In the resultant row, specify the role, then select the corresponding employee. c. For each existing territory team member who requires a new role, assign the new role accordingly. 5. Save your entries. 6. To allow the updated territory owners to see their new assignments on the user interface, perform a realignment run. For more information, see Realignment of Accounts and Territories [page 228]. Restricting Authorizations by Territories If desired, you can restrict authorizations for various items on the basis of the sales territory that is automatically determined or manually maintained for the item. For more information, see Handling Authorization Restrictions [page 105]. Deleting Territories 1. Choose Sales Territories. The Territories work center appears. Sales and Marketing Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 227

228 2. Use one of the predefined filters to display the territory you want to delete. 3. Select the table entry of the territory that you want to delete. If any account remains assigned to a territory, or any subterritory below it, then that territory cannot be deleted. 4. Choose Delete. 7.6 Realignment of Accounts and Territories If the locations or responsibilities of employees change, it is necessary to align their responsibilities in the system accordingly. Realignment is performed in batch jobs to partially automate the process, and to improve performance. Realignment is performed by administrators. Example A company realigns their personnel in the system once each quarter. Sometimes thousands of accounts, territories, leads, and opportunities are changed during a single realignment. Tasks Defining a Realignment Run for Accounts and Territories To realign account owners and territories, territory management must be activated. To determine whether territory management is activated, the administrator should check whether the Territories appear under Sales. If so, then territory management is activated. If not, then territory management is not activated. If territory management is not activated, then you can perform one of the following actions: Realign accounts To do so, see the Defining a Realignment Run for Accounts task. Activate territory management For more information, see Enabling Features in Scoping for SAP Cloud for Sales [page 41]. To define a realignment run for accounts and territories, proceed as follows: 1. Choose Sales Define New Realignment Run. A wizard appears to help you create a realignment run. 2. In the first step, define rules for calculating territory owners. These rules determine how accounts are assigned to territories. You can configure the condition columns within the rules, as desired for example, by adding or removing them , 2012, 2013 SAP AG. All rights reserved. P U B L I C Sales and Marketing Settings

229 Only one set of rules is currently active for each tenant (company). In other words, if there is more than one person in your company with administration rights for rules, any change made by you or another administrator affects the company's rule set. For example, if you disable a rule in the rule set, it is disabled in the company's rule set. We recommend coordinating your rule-definition efforts to avoid overwriting one another s changes. In this step, you have the following options: Add, insert, remove, copy, or paste rules To change the value in each column, click the contents or asterisk ( * ) in that column. When you add a new rule, define it as follows: If the cell is... White Orange Specify... Selection criteria to define which items should be assigned People or items to which the items defined in this rule should be assigned Move rules up or down in the sequence We recommend that you keep specific rules at the top of the list and generic rules at the bottom. The system processes rules according to their priorities. If you have maintained multiple rules and more than one rule applies to an item, the system only uses the first rule that applies to that item. By default, new rules are added to the bottom of the list, and so have the lowest priority. To change the priority of a rule, move it up or down in the list. Adapt the available columns in the decision table using Decision Table Configuration as follows: a. Click Adapt Columns. b. Under Available Columns, select the fields that you want to use in your rules. c. To add or delete fields, choose the arrow buttons and click OK. Your extension fields are also displayed under Available Columns. View historical sets of rules Activate the set of rules as the current version Enable or disable individual rules by making the appropriate entry in the Enabled column. Save a draft of the set of rules 3. Choose Next. 4. In this step of the wizard, add accounts that you want to maintain manually as exceptions to the rules you defined. Accounts in this list are not affected by the rules. This list includes all individual exceptions, or accounts that sales users have marked as Override Territory and manually assigned to a territory or owner. In this step, you have the following options: Upload a list of accounts as exceptions by choosing New Upload from Microsoft Excel. Remove an account from the list of exceptions so that the territory and owner are calculated by the rules instead. To do so, select the account and choose Remove Exceptions. Search the list of exceptions with the basic search or the advanced search. Sales and Marketing Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 229

230 You cannot add individual exceptions manually on this screen. To mark an existing individual account as an exception, open the account and choose Override Territory. To enter a new individual account as an exception, upload it from Microsoft Excel. 5. Choose Next. 6. In this step of the wizard, enter a title for the realignment run. 7. Choose Create. In the last step of the wizard, the system displays the ID of your realignment run and provides information about where to find it. 8. To display the realignment run, choose the title of the realignment run, which appears as a link. On the overview screen that appears, you can see the status, details, and results of the realignment. You can also access your realignment run as described in the task Realigning Accounts and Territories. 9. To make the changes you defined in this realignment run, realign accounts and territories. Realigning Accounts and Territories Realignment is performed in batch jobs to partially automate the process, and to improve performance. 1. Choose Sales Realignment Runs. 2. Find your realignment run in the list and open it by clicking the run ID. 3. On the tabs on this screen, you have the following options: Check the status of the rules calculation. Review the details. When the rules calculation is complete, check the opportunities and leads that appear below the account. All the open leads and opportunities are listed here. By default, during realignment, the owners of these opportunities and leads will be changed to the new account owner. If you do not want the owner of certain opportunities or leads to change, select the Keep Current Owner checkbox. For example, you see that Lead C will be switched to John Miller when this realignment is run. However, Donna Moore, who currently owns this lead, has nearly converted it to an opportunity. So, you want to keep Lead C under Donna, and not hand it over to John. To do so, choose Keep Current Owner. Even if you do not change the owner of an account, the system compares the owners defined for leads and opportunities with those of the assigned account. If the owners are different, the system replaces the owners of the leads and opportunities with the owner of the assigned account. Use the Edit button to make any necessary changes. After you have run this realignment, you can view the results. 4. Close this screen. 5. When you are ready to make these changes, select your realignment run and set it to active. 6. Choose Schedule and enter the appropriate information to schedule your realignment run. 7. Save your entries. The realignment batch job runs according to the schedule you defined. When the realignment run is finished, if you select it, its details appear on the lower half of this screen. For more information, see the Displaying Details About a Realignment Run task , 2012, 2013 SAP AG. All rights reserved. P U B L I C Sales and Marketing Settings

231 Realigning Accounts Realignment is performed in batch jobs to partially automate the process, and to improve performance. 1. Choose Sales Realignment Runs. 2. Find your realignment run in the list and open it by clicking the run ID. 3. On the tabs on this screen, you have the following options: Review the details. Check the opportunities and leads that appear below the account. All the open leads and opportunities are listed here. By default, during realignment, the owners of these opportunities and leads will be changed to the new account owner. If you do not want the owner of certain opportunities or leads to change, select the Keep Current Owner checkbox. For example, you see that Lead C will be switched to John Miller when this realignment is run. However, Donna Moore, who currently owns this lead, has nearly converted it to an opportunity. So, you want to keep Lead C under Donna, and not hand it over to John. To do so, choose Keep Current Owner. Even if you do not change the owner of an account, the system compares the owners defined for leads and opportunities with those of the assigned account. If the owners are different, the system replaces the owners of the leads and opportunities with the owner of the assigned account. Use the Edit button to make any necessary changes. After you have run this realignment, you can view the results. 4. Close this screen. 5. When you are ready to make these changes, select your realignment run and set it to active. 6. Choose Schedule and enter the appropriate information to schedule your realignment run. 7. Save your entries. The realignment batch job runs according to the schedule you defined. When the realignment run is finished, its details appear on the lower half of this screen. For more information, see the Displaying Details About a Realignment Run task. Displaying Details About a Realignment Run 1. Choose or Sales Realignment Runs. All the realignment runs that you are authorized to view appear on the screen. 2. Select a realignment run. If the realignment run is finished, its details appear on the realignment run screen. To update the screen to show the latest status of the realignment run, choose Refresh. To view the results, choose the application log ID number. 3. For more details, open the realignment run by choosing the run ID. On the tabs on this screen, you have the following options: Check the status of the rules calculation. This tab only appears if you have defined a realignment run for accounts and territories using rules. Review the details. When the rules calculation is complete, check the opportunities and leads that appear below the account. All the open leads and opportunities are listed here. Sales and Marketing Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 231

232 By default, during realignment, the owners of these opportunities and leads will be changed to the new account owner. If you do not want the owner of certain opportunities or leads to change, select the Keep Current Owner checkbox. For example, you see that Lead C will be switched to John Miller when this realignment is run. However, Donna Moore, who currently owns this lead, has nearly converted it to an opportunity. So, you want to keep Lead C under Donna, and not hand it over to John. To do so, choose Keep Current Owner. Even if you do not change the owner of an account, the system compares the owners defined for leads and opportunities with those of the assigned account. If the owners are different, the system replaces the owners of the leads and opportunities with the owner of the assigned account. Use the Edit button to make any necessary changes. After you have run this realignment, you can view the results. 7.7 Quick Guide for Price Lists The Price Lists view in the Product and Service Portfolio work center enables you, within sales and service documents, to determine the list price. Depending on your configuration, you can create and maintain base price lists, distribution chain-specific price lists, and customer-specific price lists. We recommend that you create at least a base price list for the products and services that you sell to customers. Business Background Pricing Pricing is based on price master data such as price lists and discount lists, which are used to automatically calculate pricing within all business documents for sales and service processes. A predefined pricing procedure is used to determine the gross value the customer has to pay for certain products or services to be received on a certain day at a certain place. The pricing procedure consists of price components, such as list price, discounts, surcharges, freights, taxes, and costs. The order of these price components is essential for the calculation of the total value. Pricing is based on price master data, such as price lists and discount lists, which are used to automatically calculate pricing within all business documents for sales and service processes. A predefined pricing procedure is used to determine the gross value that the customer must pay for certain products or services to be received on a certain day at a certain place. The pricing procedure consists of price components, such as list price, and discounts. The order of these price components is essential for the calculation of the total value. Tasks Creating Price Lists To create price lists, proceed as follows. 1. Go to Products Price Lists. 2. Click New, then choose Base Price List , 2012, 2013 SAP AG. All rights reserved. P U B L I C Sales and Marketing Settings

233 3. In the General view, enter the name, currency and valid from/to date. For unlimited value, enter unlimited in the Valid To field. Only one released base price list can exist at a time. Therefore, if you have a new product price, you must update the current base price list with a new item for the new product price. 4. In the Items view, edit the price list items as required. 1. To add new items to the price list, click Add Row or Add Multiple Item. In the new row or rows, enter the product ID, amount, and price unit. If you select several rows, you can display a list of your products. Depending on your configuration, you can use the product category number as a filter. In the resulting list, you can now select some or all products. 2. To remove an item from the price list, select the row and click Remove. 3. To change multiple prices by the same fixed amount or percentage, click Mass Change and follow the steps in the change prices wizard. 4. To make the price per unit dependent on the amount purchased, select the relevant item and add rows to the Scales table. For each row, enter the number of units in the From column and the price in the Amount column. We recommend that you define at least one scale from 0 units, as this will be the base price. Normally, you define scales in descending order; for example, you could define one scale at 100 USD from 0 units, another at 95 USD from 50 units, and a third at 90 USD from 50 units. 5. Now save and release the price list. 1. Click Save to save the updated base price list. 2. If you want to make the price list available for use in the system, click Release. Depending on your configuration, the price list may not be released until it is approved. 3. Click Close to return to the Price Lists subview. The new base price list is saved to the system and added to the list in the Price Lists subview. To open the base price list from this list, click the appropriate price list ID link. Updating Price Lists To update price lists, proceed as follows. You can also copy an existing price list for a new period, and then make your changes in the new price list. 1. In the Product and Service Portfolio work center, choose Pricing Price Lists. 2. Select the price list that you wish to update, and click Edit to open the Price List detailed view. 3. In the General view, you can edit the validity date and description, if required. 4. In the Items view, edit the price list items as required. 1. To add new items to the price list, click Add Single Row or Add Multiple Rows. In the new row or rows, enter the product ID, amount, and price unit. If you select several rows, you can display a list of your products. Depending on your configuration, you can use the product category number as a filter. In the resulting list, you can now select some or all products. 2. To remove an item from the price list, select the row and click Remove. 3. You can change prices directly in the item table, or use the mass change function to adapt prices for multiple items. Price changes can be executed through the mass change function by a fixed amount or based on a percentage. To perform a mass change, click Mass Change and follow the steps in the mass change wizard. Sales and Marketing Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 233

234 To select multiple items for the mass change, use the Shift key. The result of the mass change is not updated until you have finished the wizard and saved the price list. You can influence the result of the mass change with a Rounding Rule, as described below: Use rounding rule Nearest 10c: to round the amount down or up to the nearest 10 cents. Change price USD by 1% New price without rounding rule: USD New price with rounding rule Nearest 10c: USD Use rounding rule Nearest 10c or 5c: for currencies that do not consider 1 cent or 2 cent coins, such as the Australian dollar (AUD), so that the amount is rounded to the nearest value ending in 5 or 10 cents. Change price AUD by 1% New price without rounding rule: AUD New price with rounding rule Nearest 10 or 5c: AUD Use rounding rule Nearest 99c: to round the amount down or up to the nearest value ending in 99 cents. Change price by 1% New price without rounding rule: USD New price with rounding rule Nearest 99c: USD Use rounding rule Nearest 9c: to round the amount down or up to the nearest value ending in 9 cents. Change price by 1% New price without rounding rule: USD New price with rounding rule Nearest 9c: USD 4. To make the price per unit dependent on the amount purchased, select the relevant item and add rows to the Scales table. For each row, enter the number of units in the From column and the price in the Amount column. We recommend that you define at least one scale from 0 units, as this will be the base price. Normally, you define scales in descending order; for example, you could define one scale at 100 USD from 0 units, another at 95 USD from 50 units, and a third at 90 USD from 50 units. 5. Now save and release the price list. 1. Click Save to save the updated base price list. 2. If you want to make the price list available for use in the system, click Release. Depending on your configuration, the price list may be only partially released (unchanged items released, changed items not released) until it is approved. For items that are not released, the system shows you the released amount within a rollover text. 3. Click Close to return to the Price Lists subview , 2012, 2013 SAP AG. All rights reserved. P U B L I C Sales and Marketing Settings

235 The updated base price list is saved to the system and added to the list in the Price Lists subview. To open the base price list from this list, click the appropriate price list ID link. 7.8 Response Options for Campaigns If you want to classify responses that you capture when executing campaigns, an administrator can create response options that can be assigned to campaigns. A response option can be assigned a positive, negative, or neutral classification. Creating Response Options 1. Choose Marketing Response Options New. 2. Enter a name for the response option and select a classification. 3. Save your entries. The response option is saved with status Active and can be assigned to campaigns that have not yet been executed Templates Overview To send out a mass message to a defined target group, you must first create an HTML template with the message text and placeholders for the various fields to be populated with contact information from the target group members. You can use any HTML editor to create this template. HTML templates must be saved with UTF-8 encoding. Templates saved with a different encoding result in system errors. To prevent issues during the template upload, use an HTML text editor such as Microsoft Expression Web. If your template contains images, the image files should be stored on a publicly accessible image server, and referenced in the template using the IMG tag. Placeholders Your template should include placeholders for both accounts and individual customers. The system fills in the appropriate placeholder based on the item type of the target group member. You must enter the placeholders in the HTML within a SPAN tag with the following syntax: <span class= variable > /<ES name Data Type>/<ES name of element> </span> Sales and Marketing Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 235

236 Example <span class= variable > /FormCampaignExecutionPlaceholder/Customer/FormattedName </span> You can enter the same placeholder several times in the HTML. During campaign execution the value of the SPAN tag is replaced by the corresponding value from the contact information for the individual or business that receivesthe message. For example: <span class= variable > Mrs. Mary Valdez </span> The following table shows the currently supported placeholders. Placeholder /FormCampaignExecutionPlaceholder/ Customer/NameOrFirstName /FormCampaignExecutionPlaceholder/ Customer/AdditionalNameOrLastName /FormCampaignExecutionPlaceholder/ Customer/FormattedName /FormCampaignExecutionPlaceholder/ Customer/FormOfAddressName /FormCampaignExecutionPlaceholder/ Customer/AcademicTitleName /FormCampaignExecutionPlaceholder/ ContactPerson/FirstName /FormCampaignExecutionPlaceholder/ ContactPerson/LastName /FormCampaignExecutionPlaceholder/ ContactPerson/FormattedName /FormCampaignExecutionPlaceholder/ ContactPerson/FormOfAddressName /FormCampaignExecutionPlaceholder/ ContactPerson/AcademicTitleName /FormCampaignExecutionPlaceholder/ ContactPerson/BusinessCardFunctionName /FormCampaignExecutionPlaceholder/ ContactPerson/BusinessCardDepartmentName /FormCampaignExecutionPlaceholder/ ResponseCodeID Contact Field (Account or Individual Customer) Account: Name Individual Customer: First Name Account: Additional Name Individual Customer: Last Name Formatted name of the account or individual customer Individual Customer: Title (for example: Mr. or Mrs.) Individual Customer: Academic title (for example: Dr. or Prof.) Account: First name of the contact person Account: Last name of the contact person Account: Formatted name of the contact person Account: Title of the contact person (for example: Mr. or Mrs.) Account: Academic title of the contact person (for example Dr. or Prof.) Account: Function of the contact person from the business card (for example: Product Manager) Account: Department name of the contact person from the business card (for example: Development) Response code ID generated for each member of the target group during the execution of the campaign , 2012, 2013 SAP AG. All rights reserved. P U B L I C Sales and Marketing Settings

237 Placeholder /FormCampaignExecutionPlaceholder/ MailingPermissionDenyMailToURI Contact Field (Account or Individual Customer) Indicates that the recipient wants to be removed from future mailings. This unsubscribe link is required for direct campaigns. You can only save a template for use in direct campaigns if it includes an unsubscribe link. This placeholder is used to create a MailTo link within the e- mail. It must be put inside the value of the HREF attribute of the anchor tag. Example <a href= mailto:{/ FormCampaignExecutionPlaceholder/ MailingPermissionDenyMailToURI} >c lick here to be removed from future marketing mailings </a> In the message, the anchor tag includes your return address and an ID code. For example: <a href= mailto:unsubscribe.marketing.mailing@aslcust004.mail.dev.sapbydesign.com? subject=denymailingpermission6b7df D4EFD1C24E6BC393867CDDA 8 >click here to be removed from future marketing mailings </a> 7.10 Create Business Data Using Microsoft Excel You can use Microsoft Excel to create and upload business data. Prerequisites To use Microsoft Excel with your system, ensure that the SAP Add-In for Microsoft Excel is correctly installed and configured as follows: 1. Download the SAP Add-In for Microsoft Excel. Click the Download link at the upper right of the screen, then click SAP Add-In for Microsoft Excel. 2. Run the installation and setup wizards that appear. 3. Open Microsoft Excel, and ensure that the add-in is active. If needed, consult the Microsoft Excel documentation for instructions on how to activate add-ins. 4. Ensure that your web browser is set to prompt automatically for file downloads. If needed, consult your web browser documentation for additional information. For information about how to create objects using Microsoft Excel, see the following: Initial upload of products using the migration tool For more information, see Configuration: Migration of Products [page 78]. Territory Management [page 225] Uploading a List of Territories Using Microsoft Excel Sales and Marketing Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 237

238 7.11 Approval Processes Enabling Approval Processes In the Approval Processes view, key users can create and edit approval processes to suit business requirements. Business Background Approval Processes By default, the approval process related to a business document in SAP Cloud for Customer always consists of one step. However, some business processes may require more than one step to attain approval. Business processes that consist of more than one step are called multistep approval processes. For more information, see Approval Processes [page 240]. Tasks Monitor Approval Processes You can view and monitor approval processes. From the Show dropdown list, the following options are available: Value All Processes Active Processes Inactive Processes Expired Processes with Open Approval Tasks Active and Scheduled Processes Description Shows all approval processes available in the system, including all default approval processes. Shows approval processes for which the validity period has not expired. Shows approval processes for which the validity period has expired and approval processes that have the Draft status. Shows approval processes that have expired with approval tasks that were not processed during the validity period of the approval process. Shows active approval processes and approval processes for which the validity period is in the future. You can also group approval processes by the related business document. Create and Edit an Approval Process In the Approval Processes view, key users can create and edit approval processes to suit business requirements. You can access the Approval Processes view from the Application and User Management work center under Task Distribution. 1. For the relevant business document, select the approval process and click Copy. The system copies the selected approval process. 2. On the following screen, enter a name for the approval process , 2012, 2013 SAP AG. All rights reserved. P U B L I C Sales and Marketing Settings

239 3. Specify the steps involved in the approval process. By default, each approval process contains one step. 1. Specify the number of steps by clicking Add Row and Remove accordingly. You must also specify the sequence of the steps. Note that more than one step can have the same sequence number in order to have parallel steps. 2. Specify the name of the process step. 3. Specify work distribution for each step by selecting the relevant entry from the Work Distribution dropdown list. Note that if you select Direct Approver, you must select an employee responsible by clicking Edit. On the following screen, select one or more employees responsible. 4. Optional: Create and edit a condition. Select the process step for which you want to create or edit conditions and click Edit Conditions to set-up your conditions. Note that the attributes available depend on the corresponding business document. 5. Optional: Approve a Step Automatically If you select the Automatic Approval checkbox, the system does automatically approves the step if no employee can be found. 6. Optional: Create Business Task Management Item Business Task Management (BTM) ensures that activities related to a business processes within or across your organization are completed in order to fulfill defined business objectives. You can create Business Task Management items so that users check, change, clarify information, complete items, or make a decision as part of an approval process. Edit the Validity of an Approval Process 1. Select the approval process of the related business document which you want to edit validity periods. Note that the approval process must have the status Draft, Active, or Scheduled. 2. Click Edit Validity. All approval processes corresponding to a related business document that have not expired are displayed. 3. Specify validity periods and the corresponding time zones for one or more approval processes. Note that you can make the validity period of an approval process unlimited by selecting the Unlimited Validity checkbox. Show Open Approval Tasks For approval processes that have the Active status and that have the Ended with Open Approval Tasks status, you can view open approval tasks by clicking Show Open Approval Tasks. Delete an Approval Process Note that you can only delete approval processes that have the Draft status. Note that for approval processes that have the Scheduled status, you can delete such approval processes by deleting the validity period; the status of the approval process then changes to Draft. Sales and Marketing Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 239

240 To delete the validity period, click Edit Validity, remove the validity period, and then delete the approval process. Follow-On Activities Approval for Sales Quotes [page 222] Approval Processes Overview By default, the approval process related to a business document in SAP Cloud for Customer always consists of one step. However, some business processes may require more than one step to attain approval. Business processes that consist of more than one step are called multistep approval processes. In the Approval Processes view, key users can define approval processes to suit business requirements. Different approvers and attributes for conditions are available depending on the related business document. Multi Step Approval Processes You can activate and define multi step approval processes for business documents, for example, sales quotes and opportunities: Activate Approval Process In scoping you can activate an approval process in the questions for the corresponding business document. This is done by a key user. Define Approval Process In the Administrator under Approval Processes you can define an approval process for the documents with the following possibilities: A multi step approval considering several approving parties You can define certain approval conditions Approvers The following options are available to define an approver: Direct Approvers: You can select specific employees responsible as approvers who must give their approval. Employees responsible must have the corresponding access rights to the task type and business document. Employees responsible must have read access to the relevant business document data and write access to the notes of the business document. Functional Unit Manager: For example, if the business process needs to identify a cost center manager for a shopping cart that has been created in the system, the system accesses the hierarchy at the level of the employee who created the shopping cart and searches up the hierarchy until it finds the responsible functional unit manager. Reporting Line Manager: The system accesses the organizational structure at the level of the employee who submitted the approval task and searches up the hierarchy until it finds the manager who above the employee of the employee. Responsible for Account , 2012, 2013 SAP AG. All rights reserved. P U B L I C Sales and Marketing Settings

241 Special Cases The approver is the requester. The requester of an approval task is also the employee who submitted the document to be approved. For each approval step, the system checks if one of the approvers is the same as the requester. If this is the case, and the approver has the authorization to approve the document, the system does not generate an approval task, and the step is automatically approved. Same approver for different steps. If an approver has already approved a previous step in the approval process, the system approves the current step. This is valid regardless of whether the approver is forwarded the task, if there are multiple approvers for a step, of if the system finds the employee as an approver. No approver found. If there is a step for which the system cannot find an approver, the system performs the following steps: 1. The system determines all users who are authorize to open the corresponding task. 2. The system creates an unassigned task for the step. The key user is requested to ensure than an approver can be found, Conditions For each process step, you can create conditions. Note that the system continues to follow the sequence of process steps even if a condition for a specific step is not met. The approval process for a related business document only ends when an approver in the process rejects the request as described in the approval task. Validity Periods Approval processes are only valid for a specified period of time because they are time-dependent. When you edit the validity of an approval process, the system displays the approval processes of the related business document that have not yet ended. Note that the system allows neither gaps nor overlaps in the validity period of the approval processes. Note that you must have one approval process with an unlimited end date; the approval process can have either the Active or Scheduled status. To set an approval process to unlimited, select the Unlimited Validity check box. Draft approval processes do not have a validity period defined. When you define the validity of an approval process that has the Draft status, the Valid From date must be later than or equal to today's date. By defining the validity, the status of the approval process changes accordingly. Sales and Marketing Settings P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 241

242 See Also Enabling Approval Processes [page 238] , 2012, 2013 SAP AG. All rights reserved. P U B L I C Sales and Marketing Settings

243 8 Business Flexibility 8.1 Adapting the User Interface for Your Company To create company-wide branding consistency, administrators can update the user interface by adding logos, changing colors and images, and selecting a theme that best fits your company's logo and colors. Tasks Adding a company logo, color, and background image You can adapt the SAP solution to suit your company s needs by adding your company logo and changing the color of the title bar. You can also set a default background image for the solution. For more information, see Adapting Company Branding Images. Each user can change the default image that you set. For more information, see Personalizing My Background Image. If you use the skyline theme and users have screens larger than 14 in, more of the background image appears at the right and left edges of the screen. If you have not specified a default background image and users have not defined a personalized image, the workspace spans the width of the screen. Changing the theme If you use the skyline theme and users have screens larger than 14 in, more of the background image appears at the right and left edges of the screen. If you have not specified a default background image and users have not defined a personalized image, the workspace spans the width of the screen. You can choose a theme that best fits your company's logo or colors as follows: 1. Choose Adapt Company Settings. 2. Select the theme. A preview of the theme you selected appears. 3. Save your changes. The theme you chose appears for all users the next time they log on to the system. See Also Administrator Adaptation Quick Guide [page 244] Business Flexibility P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 243

244 8.2 Administrator Adaptation Quick Guide This document describes all changes that can be made by an administrator using the Adapt menu. Administrators can change the look and feel of the SAP solution user interface by changing the theme and adapting company branding images. Adaptation mode allows administrators to make changes to a screen, try out the changes, and then publish the changes so that they are available to other users. The following changes can be made in adaptation mode: Screen Layout You can show and hide fields and screen sections, rename fields and sections, change the order of fields and sections, and adapt the way in which tables are displayed. Extension Fields You can create an extension field and add it to screens, form templates, analytical data sources and reports, extension scenarios, and Enterprise Search categories. Mashups and Web Services You can make preconfigured mashups or mashups that have been created by an administrator visible on screens. You can also access the activities for creating new mashups. The administrator must be assigned to the Flexibility Change Log view in the Application and User Management work center. Administrators who are not assigned to this view are not authorized to use the Adapt menu. Business Background Business Flexibility Business flexibility enables administrators to adapt and extend the SAP solution as well as integrating it with external services. For more information, see Business Flexibility. Extension Fields Administrators can create extension fields using the adaptation function, which allows you to create an extension field for a specific screen and then add that field to other screens, form templates, data sources and reports, and enterprise search categories. For more information, see the Extension Fields Quick Guide. Mashups and Web Services Mashups are used to integrate data from the SAP solution with data provided by an online Web service or application. Users can access the content provided by these Web services and applications and use it in their daily work. Mashups can include Web searches, company or industry business information or online map searches. For more information, see Mashups and Web Services in the Help Center of your solution , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Flexibility

245 Tasks Adapt Company Settings You can replace the default SAP solution logo with your company logo. You can also add a new image to the Getting Started section of the Overview view in the Home work center. For more information, see here. Adapt Company Branding Images You can adapt the company logo and related settings in the title bar. You can also set a default background image for your SAP solution. For more information, see here. Adaptation Mode Enter Adaptation Mode 1. Navigate to the screen where you want to make your changes. 2. From the Adapt menu, select Enter Adaptation Mode. You are now in adaptation mode and can see any administrator changes that were made previously and which have not yet been published. You can navigate through different screens while still in adaptation mode and see how your changes look. Note that you are still working in your productive system so any changes you make will have an immediate effect on your data. 3. While in adaptation mode, from the Adapt menu, choose Edit Screen. The adaptation panel opens on the right side of the screen. It has the following sections: Screen Layout: In this section, you can adapt the content and layout of the screen. If you save your changes to the screen layout, then make further changes and click Save, an exception may occur. In this case, proceed as follows: Close the Adaptation side panel and reopen it via Adapt Enter Adaptation Mode. Make your changes and save them. Extension Fields: In this section, you can view and edit existing extension fields and create new extension fields. Mashups and Web Services: In this section, you can add mashups to the screen and access the activities for creating new mashups. For more information about how to make changes to the screen layout, extension fields, and mashups, see the corresponding sections below. For more information about managing your changes, see the Managing Your Changes section of this document Hide a Screen Section 1. From the Adapt menu, select Enter Adaptation Mode. 2. In adaptation mode, from the Adapt menu in the screen that you want to adapt, select Edit Screen. The adaptation panel opens. 3. In the Screen Layout section of the adaptation panel, in the Sections table, select a screen section that you want to hide. The selected section is marked in yellow on the screen to the left of the adaptation panel. 4. To hide the screen section, in the Section table, deselect the Visible checkbox. Business Flexibility P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 245

246 Under the Sections table, you can adjust the title of the screen section. 5. To save your changes to the current screen, click Save. 6. To make your changes visible to all users, click Publish. Display and Rename a Field 1. From the Adapt menu, select Enter Adaptation Mode. 2. In adaptation mode, from the Adapt menu in the screen that you want to adapt, select Edit Screen. The adaptation panel opens. 3. In the Screen Layout section of the adaptation panel, in the Sections table, select the screen section where the field that you want to adapt is located. The selected section is marked in yellow on the screen to the left of the adaptation panel. 4. In the Fields table, select the field that you want to display. 5. To display the field in the screen, in the Fields table, select the Visible checkbox. 6. To adjust the display sequence of the field, in the Fields table, use the arrow buttons to move the field up or down. 7. Under the Fields table, rename the title of the field as needed. You can also rename a field displayed in the identification region at the top of your business documents. However, you cannot make a hidden field visible in the identification region. 8. To save your changes to the current screen, click Save. 9. To make your changes visible to all users, click Publish. Adapt a Table 1. From the Adapt menu, select Enter Adaptation Mode. 2. In adaptation mode, from the Adapt menu in the screen that you want to adapt, select Edit Screen. The adaptation panel opens. 3. In the Screen Layout section of the adaptation panel, in the Sections table, select the screen section that corresponds to the table that you want to personalize. The selected section is marked in yellow on the screen to the left of the adaptation panel. In the List of Fields table, all visible and hidden columns in the table are displayed. 4. To display a hidden column in the table, select the Visible checkbox of the column. 5. To adjust the display sequence of the column, use the arrow buttons to move the field up or down. 6. To adjust the appearance of the table, click Display Settings. In the Display Settings dialog box, you can define the number of rows that should be displayed, select a table design and show or hide grid lines. 7. To configure the sort order of each column, click Configure Sorting. In the Configure Sorting dialog box, select a column for which you want to define a sort order and use the arrow keys add it to the list. Select a sort option from the dropdown list. 8. If the table contains values, for example, the total amount of a sales order, you can configure calculation settings by clicking Configure Calculations. In the Configure Calculations dialog box, select a column that contains a calculation and select one of the following options: Count Table Entries: When you group the table by a given value, the number of items found belonging to each grouping value is displayed on the grouping row , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Flexibility

247 Display Result Rows at Top of Table: Display the result row of calculations at the top of the table instead of at the bottom. Display Intermediate Results for Sorted Columns: Display calculation results for grouped rows. Display Intermediate Results Only: Display intermediate result rows only. Note that if the table does not contain calculations, the list of columns in this dialog box is empty. 9. To save your changes to the current screen, click Save. 10. To make your changes visible to all users, click Publish. Create an Extension Field For more information about creating and using extension fields, see the Extension Fields Quick Guide. Make a Mashup Visible on a Screen For more information, see here [page 362]. Create a New Mashup You can create a new data, URL, or HTML mashup by selecting an option from the New menu. For more information, see the Mashup Authoring Quick Guide [page 358]. Managing Your Changes in Adaptation Mode Trying Out Your Changes After saving your changes in the adaptation panel, you can try out how the changes look and work in the system before making them visible to all users. You do this while still in adaptation mode. Note that you cannot save any data while in adaptation mode. 1. After saving your changes by clicking Save, close the adaptation panel. You are still in adaptation mode and can now view your changes. Note that in adaptation mode any changes you make to data will have an immediate effect. The only difference between adaptation mode and normal system access is that you can see administrator changes that are not visible to other users. For example, if you have renamed a field on a screen and want to see what it looks like, you can close the adaptation panel and view the field while still in adaptation mode, or to check that a mashup is working correctly, you can trigger the mashup on the screen by entering the relevant data and then check that it displays properly. 2. If necessary, select Edit Screen from the Adapt menu to make any further changes. 3. If you are satisfied, then you can publish your changes. See below for more information. Publishing your Changes When you are satisfied with your changes, you can publish them. This makes your changes visible to all users. 1. Navigate to the section of the adaptation panel where you made the changes, for example, Screen Layout. 2. Click Publish. All saved and not published changes that have been made to the screen in this section of the adaptation panel are published. Note that when you publish changes, you only publish those changes which were made in the section of the adaptation panel in which you are currently located. For example, if you are in the Mashups and Web Services section and click Publish, only your changes to embedded mashups will be published. Business Flexibility P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 247

248 3. You will be prompted to choose whether or not you want to overwrite changes that have been made to the screen by other users using the Personalize This Screen function. If you choose to overwrite their changes, then all personalization changes that have been made to the screen are discarded. This includes all changes made on the Screen Layout pane and the Mashups/Web Services pane of the Personalize side panel. If you choose to publish your changes and keep personalization changes made by other users, then note that some users may not be able to see your changes unless they were to delete their personalization changes. Discarding Unpublished Changes If you have made changes that you do not want to keep, you can discard them. You can only discard unpublished changes to a screen. Published changes can only be removed using the revert function. 1. Navigate to the section of the adaptation panel where you made the changes, for example, Screen Layout. 2. Click Discard. All saved and not published changes that have been made to the screen in this section of the adaptation panel are discarded. For example, if you are in the Mashups and Web Services section and click Discard, only your not published changes to embedded mashups are discarded. Reverting to the Original Screen If you want to remove all administrator changes from a screen, you can revert to the original screen as delivered by SAP and partners. This can be done separately for each different type of change that can be made from the adaptation panel. 1. Navigate to the section of the adaptation panel where you made the changes, for example, Screen Layout. 2. Click Revert. All published and not published changes that have been made to the screen in this section of the adaptation panel are discarded and the original set up provided by SAP or the partner is displayed. For example, if you are in the Mashups and Web Services section and click Revert, only the published and not published changes to embedded mashups are discarded and the original set up for embedded mashups is displayed. Note that it is possible to track changes made by administrators in adaptation mode in the flexibility change log. Navigate to Application and User Management Business Flexibility Flexibility Change Log. For more information, see the Flexibility Change Log Quick Guide. 8.3 VIDEO: Adapting the User Interface Video Adapting the User Interface (5m 18s) For Administrators: find out how to adapt the user interface by renaming and reordering fields, as well as how to determine which fields are visible , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Flexibility

249 8.4 VIDEO: Adding Custom Fields to Reports Video Adding Custom Fields to Reports (4m 21s) For Administrators: find out how to add custom fields to objects in the solution and add those fields to reports. 8.5 Mashups and Web Services Overview Mashups are used to integrate data from SAP's cloud solution with data provided by an online Web service or application. Users can access the content provided by these Web services and applications, and use it in their daily work. Mashups can include Web searches, company or industry business information, or online map searches. Prerequisites Configuration settings are usually performed by an administrator. If you do not have the required authorization, contact your administrator. You have enabled Communities, Document Management and External Services in your system configuration. To find this business option, go to the Business Configuration work center and choose the Implementation Projects view. Select your implementation project and click Edit Project Scope. In the Scoping step of the project, ensure that People Collaboration, Intranet and External Services is selected within Communication and Information Exchange. In the Questions step, expand the Communication and Information Exchange scoping element and select People Collaboration, Intranet and External Services. Select Communities, Document Management and External Services and answer the question related to Mashups, Web Services, and External Search Providers Integration. Before a mashup can be used, it must be activated by an administrator. This administrator must have authorization for the Mashup Authoring and Mashup Web Services work center views. Note that some mashups may not be applicable to your country. Your administrator should ensure that the mashup is valid for your country before activating it for company-wide usage. How to Get Mashups Mashups can be provided in the following ways: Depending on your solution, a few preconfigured mashups are provided. The administrator can create mashups for your organization. Preconfigured Mashups Provided in SAP Cloud for Customer The following preconfigured mashups for Web services are provided in SAP Cloud for Customer: Business Flexibility P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 249

250 Preconfigured Mashups Relevant For Mashup Name Mashup Type Mashup Category Port Binding Sales & Social SAP (sap.com) URL Mashup News & Reference Search Provider Sales & Social Embedded Map (bing.com) Custom Mashup Location & Travel Web Map Sales & Social Embedded Route (bing.com) Custom Mashup Location & Travel Route Planner Sales Sales Sales Intelligence for Accounts (insideview.com) Sales Intelligence for Contacts (insideview.com) HTML Mashup Business & Finance InsideView Account Information HTML Mashup Business & Finance InsideView Contact Information Social Tweets by Handle Data Mashup Business & Finance Additional Account Information In addition, the following preconfigured mashup Web services are provided, which the administrator can use to create mashups: Preconfigured Mashup Web Services Relevant For Mashup Web Service Name Service ID Web Service Type Service Domain Sales Embedded Map (bing.com) SM00048 REST bing.com Social Bing Address Lookup BYD_COD/BINGQRY REST bing.com Social Snap Engage Chat URL Generator BYD_SNAPENG REST snapengage.com Social KloutScore BYD_COD/KLOUT REST api.klout.com Social KloutUser BYD_COD/ KLOUTUSER REST api.klout.com Social Bitly URL Shortener BYD_COD/BITLY REST api-ssl.bitly.com Social MindTouch KBAs CW00003 RSS/Atom sapserviceod.mindtou ch.us Creating Mashups for Your Organization The administrator can create new URL, HTML, or data mashups based on a mashup category provided by SAP. Depending on your solution, preconfigured mashup Web services are provided, which the administrator can use to create data and HTML mashups. To display them, go to Administrator Business Flexibility Mashup Web Services. How to Use Mashups After a mashup has been activated, it can be made visible on the screens for which it is configured. There are two ways this can be done: The administrator does this centrally for all users in the Adapt menu. For more information, see Make a Mashup Visible on a Screen [page 362]. The user does this for himself or herself in the Personalize menu. For more information, see Personalize a Mashup , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Flexibility

251 If a mashup has not yet been activated, the administrator can edit and activate it at a later date from the Mashup Authoring view. How to Access Mashups Once a mashup has been activated and made visible on screens, you can access it in the following ways: A mashup can be displayed as an embedded screen. You can click a link on the screen. You can click Web Services and choose the mashup. You can use Enterprise Search and access external search providers that are integrated there. Features There are four different mashup types: URL Mashups A mashup that sends data from SAP's cloud solution to the URL of an online service provider. The service provider uses the data, for example, to perform a search, and the results are displayed in a new browser window. HTML Mashups A mashup that embeds an HTML or JavaScript based Web page directly on a screen. Data Mashups A mashup combines and displays data from both internal and external sources. To create a data mashup, an integrated authoring tool is used to transform or merge external Web services with internal business data using industry-standard Web service protocols. Custom Mashups A mashup that has been created as an add-on solution by SAP. Administrators can create new data, URL, and HTML mashups. Custom mashups can be created only by SAP. In particular, mashups are distinguished by the following characteristics: Mashup Categories Mashups are grouped together into categories according to the type of service or information that they provide. Port Binding Certain fields on screens are predefined as screen out-ports and in-ports. These screen out-ports and inports are grouped together as a port binding. The port binding defines the type of information that can be used in the mashup and defines on which screens you can use the mashup. The mashup category specifies which port bindings are available. For more information, see Mashup Categories [page 374]. API Keys and Authentication API Keys Some Web services require a unique API key to allow you to access their services. You can generate a company-specific API key on the service provider's Web site and then use this key to authenticate access to the service from SAP's cloud solution. Business Flexibility P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 251

252 You can identify which mashups require an API key by the icon displayed in the API Keys column. The Enter API Keys dialog box displays the API keys that are required by the selected mashup. Basic Authentication Basic authentication allows you to enter a user name and password for authenticating access to a Web service. This user name and password is then used to automatically authenticate all other users accessing the service. Secure Authentication For Web services that support the OAuth authentication protocol, you can set up secure authentication. The OAuth protocol enables secure, user-based access to Web services from SAP's cloud solution. Unlike other authentication methods, OAuth gives the user full control of his or her own authentication details. To use a mashup based on an OAuth authenticated Web service, users need to authenticate themselves on the service provider's web site, where they are given a unique PIN code. This PIN code is then used to authenticate access to the service from SAP's cloud solution. Configuring Mashups Administrators can configure mashups in the following ways: Centrally Depending on your solution, go to Application and User Management Business Flexibility Mashup Authoring or Administrator Business Flexibility Mashup Authoring On a particular screen Use the Adapt function on any screen enabled for mashups to access the adaptation sidecar. Administrators can configure mashups as follows: Activate mashups for use by all users or deactivate unwanted mashups Activate mashup partner solutions from the SAP Store Change the way in which mashups are displayed, and test and publish the changes to all users Create new mashups by copying an existing mashup and adapting the settings in the copied mashup Add new Web services for use in data mashups Create new URL, HTML, or data mashups based on a mashup category provided by SAP See Also Mashup Authoring Quick Guide [page 358] Mashup Web Services Quick Guide [page 355] 8.6 Tasks in Business Flexibility Setting Up the 360 Overview If your company has SAP on-premise systems such as SAP ERP, SAP CRM, or SAP NetWeaver Business Warehouse, you already have additional information about many items, such as accounts or sales orders. You can bring this information into your SAP cloud solution , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Flexibility

253 To set up the 360 overview, administrators must set up a bridge so that the SAP on-premise system can communicate with the SAP on-demand solution. When both halves of the bridge are in place, information from your SAP on-premise system appears in your SAP cloud solution, providing a broader perspective for your users. Tasks To build the SAP Cloud for Customer half of this bridge, do the following: Add 360 Overview to Scoping Add the 360 overview scoping element to your implementation project. For more information, see Activate ERP Integration Using Cloud Scoping. Create a Communication System For information, see Setup of Communication System for ERP Client. Set Up Communication Arrangements To retrieve information from SAP ERP for 360 overview for accounts, download the following WSDLs: Manage Recent Order Data Query Recent Order Data To retrieve information from SAP NetWeaver Business Warehouse for 360 overview for accounts, download the following WSDLs: Manage Revenue Data Query Revenue Data Also create a communication arrangement with communication scenario Analytics Integration. For information, see Configuration of Communication Arrangements. Expose the Data Source for ID Mapping The communication arrangement for the Analytics Subsidiaries Integration communication scenario that you just created is a data source. Exposing this data source allows the SAP on-premise system to get the ID mapping from SAP Cloud for Customer. To expose the data source for ID mapping, do the following: 1. Go to Administrator Business Analytics Data Sources and search for Object ID Mapping. 2. Choose the Object ID Mapping data source and expose it. To build the SAP on-premise half of the bridge, do the following: Create Consumer Proxies in SAP Systems You have downloaded the appropriate WSDL files for the corresponding SAP system. For more information, see the Set Up Communication Arrangements task. To create consumer proxies in an SAP system, do the following: 1. Log on to the SAP system and go to transaction SE In the topmost selection field, choose Logical Objects, and in the second selection field, enter your user name. 3. Create an enterprise service by right-clicking on the top node ($TMP_<your user name>) and choosing Create Enterprise Service. A creation wizard appears. Business Flexibility P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 253

254 4. For the object type, select Service Consumer and continue to the next step. 5. For the generation source, select external WSDL and continue to the next step. 6. For the WSDL source, select Local File and continue to the next step. 7. Browse your files and choose the WSDL file that corresponds to one of the communication arrangement that you set up. Continue to the next step. 8. For the transport, use package $TMP and select Local Object. You can leave the prefix blank. An error message appears, prompting you to enter a prefix. Dismiss the error message and continue. 9. Complete the process and activate the consumer proxy. Repeat the steps in this task to create consumer proxies for the other inbound services required for your communication arrangements. For a list, see the Set Up Communication Arrangements task. Also create a consumer proxy for the Analytics Subsidiaries Integration inbound service. Create Logical Ports with SOAMANAGER in SAP systems 1. Log on to the SAP system and go to transaction SOAMANAGER. 2. Choose Service Administration Web Service Configuration. 3. Copy the technical names of the consumer proxies you set up in the previous step and search for consumer proxies. 4. Select one of the consumer proxies that you created and choose Apply Selection. 5. Choose Configurations Create. 6. Enter the following information, along with any other appropriate information and choose Apply Settings. Field Configuration Type WSDL Base File with WSDL Document Select WSDL Based Configuration Via File <navigate to the appropriate file> 7. Configure the consumer security settings for this logical port by doing the following: 1. Enter the user name and password. The user name and password are the same as the ones specified for the communication arrangement in SAP Cloud for Customer. 2. Under Transport Settings, enter the appropriate proxy access information and save your entries. 8. To confirm that the logical port was created and configured correctly, ping the Web service. If the ping was successful, a confirmation message appears. 9. Repeat this task for the remaining consumer proxies. Use a Z-Report to Get Data from the SAP System 1. Log on to the SAP system and go to transaction SE Create a report by copying and pasting the contents of the sample report template in SAP Note To ensure that the activation was successful, cross-check the data types for the signature parameters of proxy methods created by the system during local proxy creation. 4. Make the following changes in the report: , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Flexibility

255 Reference Name in Report Change To Method fetch_data_direct zco_operational_data_provision Technical name of your proxy Input type odp_input zoperational_data_provisioni62 Technical name of your input type Output type odp_output zoperational_data_provisioni61 Technical name of your output type Method FIND_SYSTEM_ADMINISTRATIVE_DAT ZCO_QUERY_EXTERNAL_AGGREGATED Technical name of your proxy for querying data Input type ls_sd_query_input zexternal_aggregated_customer9 Technical name of your input type Output type ls_sd_query_output zexternal_aggregated_custome10 Technical name of your output type Method MAINTAIN_BUNDLE ZCO_MANAGE_EXTERNAL_AGGREGATED Technical name of your proxy for managing data Input type ls_sd_update_serv_data zexternal_aggregated_customer7 Technical name of your input type Output type ls_sd_update_serv_out zexternal_aggregated_custome8 Technical name of your output type When the bridge is in place, you can make the additional information visible for users. Displaying 360 Overview Information in SAP Cloud for Customer Accounts To display the information that you have retrieved from your on-premise systems in SAP Cloud for Customer accounts, add the following sections: Location Add Account Overview Sections: Revenue Item Summary Account Recent Orders Tab: Recent Orders To add these sections, use one of the following methods: Adaptation If you adapt the solution to activate the display of the 360 overview information, you as the administrator make the change once and then it is activated for all users in the system. To do so, do the following: 1. Navigate to the screen that you want to change. 2. From the Adapt menu, select Enter Adaptation Mode. Adaptation mode allows you to change a screen and then test your changes before publishing them and making them available to all users. 3. In the dialog box that appears, indicate that you want to continue. A bar appears across the top of the screen to indicate that you are in adaptation mode. 4. Choose Adapt Edit Screen. Business Flexibility P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 255

256 5. Make your changes. 6. Save your changes and close the adaptation panel. Personalization If you use personalization to activate the display of the 360 overview information, users must make the changes in the table above on their own screens. For information about how users can personalize their screens, see About Personalization Display and Rename a Field on an Editor Screen Adding Custom Reports to SAP Customer Insight Overview As an administrator, you can create custom reports for use on the SAP Customer Insight mobile app for ipad. Prerequisites You are familiar with working in Adaptation Mode, as described in the Administrator Adaptation Quick Guide [page 244]. You have created one or more custom reports as described in Working with Reports Using the Report Wizard [page 288]. Be sure to save at least one named selection as described in Working with Selections [page 405] If you want your custom report to have a specific visual representation on the SAP Customer Insight home screen, then ensure that your report conforms to one of the available patterns described in SAP Customer Insight Report Patterns [page 319]. There are two important limitations to consider when creating reports for display on the ipad: 1. Total data size returned by the report should be 4MB or less for display on the original ipad, and 8MB or less for display on the ipad 2 or newer. This is a limitation of the device hardware. Export the report to Microsoft Excel and check file size to verify your report meets this limitation. 2. Reports should be limited to a maximum of 15 rows by 15 columns for best results when rendering graphs on the ipad. Procedure 1. On the browser, go to the SAP Cloud for Customer home page. 2. Choose the Settings icon (sprocket), then choose Adapt. 3. Select the role to which you are adding custom reports 4. Choose Settings Edit. 5. Select Reports. 6. Select the Add to Role option for the desired reports. 7. Toggle the Hide/Show option as desired. If a report is hidden, it is not displayed on the home screen, but is available for the user to add via personalization , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Flexibility

257 8. Choose Publish. 9. Choose whether you want to update only the tiles you have changed, or to update all tiles. Your changes overwrite personalization settings for every user assigned to the selected role. 10. Confirm the publish options by choosing Publish on the Publish Changes dialog. 11. Preview how the changes will appear on the Customer Insight ipad app by choosing Settings Preview SAP Customer Insight. 12. To finish and exit adaptation mode, choose Settings Leave Adaptation Mode Configuring External Search Sources The enterprise search feature can be configured to include external sources. Several external sources (URL mashups) are shipped with the solution and can be activated or deactivated as desired. You can also add new external sources by creating a new URL mashup of the News & Reference category. Tasks Activating or Deactivating Existing External Search Sources 1. Go to Administrator Business Flexibility Mashup Authoring. 2. Filter the list to show URL Mashups. 3. Sort the list by Mashup Category. All the external search sources are of the category, News & Reference. 4. To activate a source, select the table row for that mashup and click Activate. That URL mashup is now active and available for selection in the enterprise search drop down list. 5. To deactivate a source, select the table row for that mashup and click Deactivate. That URL mashup is now inactive and is not available for selection in the enterprise search drop down list. Adding a New External Search Source 1. Go to Administrator Business Flexibility Mashup Authoring. 2. Click New, then URL Mashup. 3. Complete the required entries and save your new mashup. The Mashup Category must be News & Reference. The Port Binding must be Search Provider. The Status must be Active. The new URL mashup is now available for selection in the enterprise search drop down list. See Also Create a URL Mashup [page 364] Business Flexibility P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 257

258 8.6.4 Enabling SAP Jam Integration for Feed as a Separate View Perform the following configuration only if you choose to display the feed updates from SAP Jam as a separate view under Feed SAP Jam Feed. We recommend that you choose this option only if you have previously integrated SAP Jam with SAP Cloud for Customer prior to deciding to use the SAP Jam Feed. For more information on other options using SAP Jam Feed, see: Getting Started for SAP Cloud for Sales and Marketing Administrators [page 28], Getting Started for SAP Cloud for Service Administrators [page 23], or Getting Started for SAP Cloud for Social Engagement Administrators [page 18] Prerequisites Before configuration can begin, the following prerequisites must be fulfilled. You have completed integration with SAP Jam. For more information, see: Enabling Features in Scoping for SAP Cloud for Service or Social [page 46] Enabling Features in Scoping for SAP Cloud for Sales [page 41] Enabling SAP Jam Integration [page 169] After configuration is complete, one of the following prerequisites must be fulfilled for SAP Jam feed updates to become visible within SAP Cloud for Customer. The user has already logged on to SAP Jam. The user has logged on to SAP Cloud for Customer with Single Sign-On. Tasks Creating an HTML Mashup Once SAP Cloud Services has confirmed that SAP Jam integration has been set up for your solution, proceed as follows to create an HTML mashup. 1. Choose Administrator Business Flexibility Mashup Authoring. 2. Choose New, then HTML Mashup. Defining General Information 1. For Mashup Category, choose Social & Communication. 2. Leave Port Binding blank. 3. For Mashup Name, enter a title of your choosing for example, SAP Jam Feed. If desired, enter a description as well. 4. Set the status to Active. Defining Configuration Information 1. For Type, choose HTML Code. 2. Specify the appropriate height , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Flexibility

259 For this integration scenario, we recommend that you enter 600. Entering HTML Code Within the HTML Code Editor, enter the following code: <style> html,body,#feeddiv{ height:100%; overflow:hidden; padding:0; margin:0; } </style> <script type="text/javascript" src="<your JAM SERVER URL HERE>/javascripts/widget/v1/ feed.js"></script> <script type="text/javascript"> function initjam(){ sapjam.feedwidget.init("<your JAM SERVER URL HERE>/c/<CLIENT_ID>/widget/v1/feed", "sf"); var w = sapjam.feedwidget.create("feeddiv", {type: "follows", avatar: true, skin: "gr"}); } var prev_onload = window.onload; if (typeof window.onload!= 'function') { window.onload = initjam; } else { window.onload = function() { prev_onload(); initjam(); }; } </script> <div id="feeddiv"></div> Change <YOUR JAM SERVER URL HERE>, to the correct value, which is base URL you see in your browser when you are already logged into SAP Jam, for example, Change <CLIENT_ID>, to your actual SAP Jam client ID that has been provisioned for your company. You can find your client ID by navigating to SAP Jam, then going to Admin Security. Under Domains, find the Domain name, for example yourcompany.com. This is your client ID. If you encounter, after function initjam(){, the error SAP Jam not defined, then your Web browser may not retrieve the file feed.js correctly. This error can occur, for example, if the file feed.js is retrieved via HTTP, but the containing page is served via HTTPS. Saving the Mashup If all of the information for the mashup is correct, then choose Save and Close. Adding the Work Center View To ensure that the SAP Jam Feed work center view appears within Feed, proceed as follows. 1. Choose Administrator Business Users. 2. Select the appropriate business user, then choose Edit, then Access Rights. 3. Expand the identity role COD_FEEDWCF (Feed). Business Flexibility P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 259

260 4. For the identity role ROBUSFEEDS_WCVIEW (SAP Jam Feed), select the checkbox Assigned to User. 5. Choose Save. You must log off, then log on again, to see the SAP Jam Feed work center view within Feed. Embedding the Mashup 1. Choose Feed SAP Jam Feed. 2. Choose Adapt Enter Adaptation Mode. 3. On the following screen, choose Adapt Edit Screen. 4. Choose Mashups and Web Services. 5. Expand the selection Social & Communication, then, for the mashup name you defined above for example, SAP Jam Feed select the Visible checkbox. 6. Under Properties, select the Full Width checkbox. 7. Choose Save. 8. Choose Publish. See Also Configuring the URL Shortener [page 269] Create a Data Mashup [page 365] Create a Mashup Web Service [page 356] Enabling the Latest Group Updates for Accounts, Opportunities, Products, or Service Tickets Perform the following configuration to display the Groups Feed that appears in SAP Jam for the groups that are associated with an account, opportunity, product, or service ticket. Once you complete this configuration, then you will see the corresponding feed for any of these items from the Groups tab on the relevant details screen. The steps outlined below enable the Groups Feed and are recommended, but not required, to enable the Groups functionality. Integrating your solution with SAP Jam is all that is required to enable Groups. Prerequisites Before configuration can begin, the following prerequisites must be fulfilled. You have completed integration with SAP Jam. For more information, see: Enabling Features in Scoping for SAP Cloud for Service or Social [page 46] Enabling Features in Scoping for SAP Cloud for Sales [page 41] Enabling SAP Jam Integration [page 169] After configuration is complete, one of the following prerequisites must be fulfilled for SAP Jam group updates to become visible within SAP Cloud for Customer , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Flexibility

261 The user has already logged on to SAP Jam. The user has logged on to SAP Cloud for Customer with Single Sign-On. Tasks Creating an HTML Mashup Once SAP Cloud Services has confirmed that SAP Jam integration has been set up for your solution, proceed as follows to create an HTML mashup. 1. Choose Administrator Business Flexibility Mashup Authoring. 2. Choose New, then HTML Mashup. Defining General Information 1. For Mashup Category, choose Social & Communication. 2. For Port Binding, enter Jam Reference Object Information. 3. For Mashup Name, enter a title of your choosing for example, LATEST GROUP UPDATES. If desired, enter a description as well. 4. Set the status to Active. Defining Configuration Information 1. For Type, choose HTML Code. 2. Specify the appropriate height. For this integration scenario, we recommend that you enter 327. Entering HTML Code Within the HTML Code Editor, enter the following code: Business Flexibility P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 261

262 <style> html,body,#feeddiv{ height:100%; overflow:hidden; padding:0; margin:0; } </style> <script type="text/javascript" src="<your JAM SERVER URL HERE>/javascripts/widget/v1/ feed.js"></script> <script type="text/javascript"> function initjam(){ sapjam.feedwidget.init("<your JAM SERVER URL HERE>/c/<CLIENT_ID>/widget/v1/feed", "sf"); var w = sapjam.feedwidget.create("feeddiv", {type: "group", avatar: true, external_id: sap.byd.ui.mashup.context.inport.objectid, external_type: sap.byd.ui.mashup.context.inport.objecttype, skin: "gr"}); } var prev_onload = window.onload; if (typeof window.onload!= 'function') { window.onload = initjam; } else { window.onload = function() { prev_onload(); initjam(); }; } </script> <div id="feeddiv"></div> Change <YOUR JAM SERVER URL HERE>, to the correct value, which is base URL you see in your browser when you are already logged into SAP Jam, for example, Change <CLIENT_ID>, to your actual SAP Jam client ID that has been provisioned for your company. You can find your client ID by navigating to SAP Jam, then going to Admin Security. Under Domains, find the Domain name, for example yourcompany.com. This is your client ID. If you encounter, after function initjam(){, the error SAP Jam not defined, then your Web browser may not retrieve the file feed.js correctly. This error can occur, for example, if the file feed.js is retrieved via HTTP, but the containing page is served via HTTPS. Saving the Mashup If all of the information for the mashup is correct, then choose Save and Close. Embedding the Mashup 1. Depending on the item in which the mashup shall be embedded, choose one of the following: Customers Accounts Sales Opportunities Products 2. Open the relevant item, then choose the Groups tab. 3. Choose Adapt Enter Adaptation Mode. 4. On the following screen, choose Adapt Edit Screen. 5. Choose Mashups and Web Services , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Flexibility

263 6. Expand the selection Social & Communication, then, for the mashup name you defined above for example, LATEST GROUP UPDATES select the Visible checkbox. 7. Under Properties, select the Full Width checkbox. 8. Choose Save. 9. Choose Publish. See Also Configuring the URL Shortener [page 269] Create a Data Mashup [page 365] Create a Mashup Web Service [page 356] Service and Social: Tasks in Business Flexibility Configuring Knowledge Base Integration By integrating an external knowledge base, you enable agents to search for solutions and attach articles to responses without having to leave the workspace. The workspace will also include a list of recommended articles based on an automatic search of the knowledge base using the product and other keywords identified via text analysis as the search parameters. Prerequisites You have an external knowledge base that supports the OpenSearch standard with an RSS or Atom based search API. You know the URL for the API (from your knowledge base vendor). You know the search term input parameter for the API (from your knowledge base vendor). Enabling Knowledge Base Integration As part of your scoping activities for your SAP Cloud for Customer implementation project, you need to enable the Knowledge Base Integration business option. This basically turns on the solution finder feature of the workspace where your external knowledge base is integrated. 1. Go to Business Configuration Implementation Projects and select the relevant implementation project. 2. Click Edit Project Scope. 3. Click Next > until you reach Questions. 4. In the Scoping Elements list, select Service > Customer Care > Service Request Management. 5. Enable Knowledge Base Integration by selecting Yes for that question. 6. Click Next >. 7. Review and confirm your project scope. Business Flexibility P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 263

264 Creating a Knowledge Base Web Service 1. Go to Administrator Business Flexibility Mashup Web Services. 2. Click New, then RSS/Atom Service. 3. Enter the URL of the RSS or Atom feed and click Extract Parameters. The system extracts any parameters and displays them under Input Parameters. You can also just manually enter the input parameters if you know them. 4. Adjust the input parameter values as required, ensuring that the search term parameter is blank. For example, if the URL for the RSS or Atom feed for your knowledge base vendor is KBvendor.com/search?q=test, then the system would extract the parameter, q, with the constant, test. You would need to delete the constant value so it remains blank. 5. Save your entries. Creating a Knowledge Base Data Mashup Once you've created the web service for your knowledge base, you need to create a data mashup to specify the mapping between the search parameters used by the system and the web service input parameters. 1. Go to Administrator Business Flexibility Mashup Authoring. 2. Click New, then Data Mashup. The guided activity for creating a new data mashup opens. Defining the General Information 1. For Mashup Category, choose News & Reference. 2. For Port Binding, choose Knowledge Base Search. 3. For Mashup Name, enter KNOWLEDGE_BASE. The name must be KNOWLEDGE_BASE. 4. Set the status to Active and click Next >. Defining the Mashup Details 1. The knowledge base web service you created needs to be added as a source for the data mashup. Click on the Sources tab. Depending on the size of your screen, you may have to scroll within the left pane to see the Sources tab. By default, the Parameters tab is active. 2. Drag and drop the RSS/Atom Services building block onto the central authoring canvas. 3. In the dialog box, select the web service you created for your knowledge base. 4. Using the cursor, draw a connection between the bottom of Mashup In-Port and the top of Fetch Feed boxes of the new service. 5. With Fetch Feed selected, in the properties pane on the right, select SearchExpression for the search term parameter , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Flexibility

265 6. Now with Mashup In-Port selected, in the properties pane on the right, enter a search expression that you're sure will return results. 7. Click Preview Result. The results of your search expression are displayed in the result pane. 8. If the results are what you expected, click Next >. Reviewing the Mashup If all the information for the mashup is correct and OK, save it by clicking Finish. Make sure the status is active. See Also Configuring the URL Shortener [page 269] Create a Data Mashup [page 365] Create a Mashup Web Service [page 356] Configuring Knowledge Base Integration with Single Sign-On Capability By integrating an external knowledge base that is enabled for single sign-on, you enable agents to search for solutions and attach articles to responses without having to leave the workspace. The articles presented to the agent with the single sign-on feature enabled are restricted to articles that are pertinent to the agent. The workspace will also include a list of recommended articles based on an automatic search of the knowledge base using the product and other keywords identified via text analysis as the search parameters. You need to deactivate any active knowledge base mashups before you enable the knowledge base mashup with single sign-on. Prerequisites You have an external knowledge base that supports the OpenSearch standard with an RSS or Atom based search API. You know the URL for the knowledge base vendor API. This is typically provided by your knowledge base vendor. You know the search term input parameter for your knowledge base vendor API. This is typically provided by your knowledge base vendor. You know the URL for the authentication API. This is typically provided by your knowledge base vendor. You know the authorization token parameter for your html base API. This is typically provided by your knowledge base vendor. Business Flexibility P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 265

266 Enabling Knowledge Base Integration and Single Sign-On As part of your scoping activities for your SAP Cloud for Customer implementation project, you need to enable the Knowledge Base Integration business option. This basically turns on the solution finder feature of the workspace where your external knowledge base is integrated. 1. Go to Business Configuration Implementation Projects and select the relevant implementation project. 2. Click Edit Project Scope. 3. Click Next > until you reach Questions. 4. In the Scoping Elements list, select Service > Customer Care > Service Request Management. 5. Enable Knowledge Base Integration by selecting Yes for that question. 6. Enable single sign-on by selecting Yes for the Enable SSO for knowledge base integration question. 7. Click Next >. 8. Review and confirm your project scope. Creating a Knowledge Base Web Service 1. Go to Administrator Business Flexibility Mashup Web Services. 2. Click New, then RSS/Atom Service. 3. Enter the URL of the RSS or Atom feed and click Extract Parameters. The system extracts any parameters and displays them under Input Parameters. You can also manually enter the input parameters if you know them. 4. Adjust the input parameter values as required, ensuring that the search term parameter is blank. For example, if the URL for the RSS or Atom feed for your knowledge base vendor is KBvendor.com/search?q=test, then the system would extract the parameter, q, with the constant, test. You would need to delete the constant value so it remains blank. 5. Enter the API key provided for your vendor for the api key parameter. 6. Save your entries. Creating a Knowledge Base Data Mashup Once you've created the web service for your knowledge base, you need to create a data mashup to specify the mapping between the search parameters used by the system and the web service input parameters. 1. Go to Administrator Business Flexibility Mashup Authoring. 2. Click New, then Data Mashup. The guided activity for creating a new data mashup opens. Defining the General Information 1. For Mashup Category, choose News & Reference. 2. For Port Binding, choose Knowledge Base Search. 3. For Mashup Name, enter KNOWLEDGE_BASE_SSO , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Flexibility

267 The name must be KNOWLEDGE_BASE_SSO. 4. Set the status to Active and click Next >. Defining the Mashup Details 1. The knowledge base web service you created needs to be added as a source for the data mashup. Click on the Sources tab. Depending on the size of your screen, you may have to scroll within the left pane to see the Sources tab. By default, the Parameters tab is active. 2. Drag and drop the RSS/Atom Services building block onto the central authoring canvas. 3. In the dialog box, select the web service you created for your knowledge base. 4. Using the cursor, draw a connection between the bottom of Mashup In-Port and the top of Fetch Feed boxes of the new service. 5. With Fetch Feed selected, in the properties pane on the right, select SearchExpression for the search term parameter and either UserID or User for the user authorization parameter. 6. Select the Mashup In-Port in the canvas, and enter a term in Search Expression that you're sure will return results. 7. Click Preview Result. The results of your search expression are displayed in the result pane. 8. If the results are what you expected, click Next >. Reviewing the Mashup If all the information for the mashup is correct and OK, save it by clicking Finish. Make sure the status is active. Creating the Authentication Mashup 1. Go to Administrator Business Flexibility Mashup Authoring. 2. Click New, then HTML Mashup. The guided activity for creating a new html mashup opens. 3. For Mashup Category, choose News & Reference. 4. For Port Binding, choose Knowledge Base Authentication. 5. For Mashup Name, enter a name. 6. Ensure that the mashup is set to Active. 7. Ensure that the type is set to URL. 8. Enter the URL and click Extract Parameters. The system extracts any parameters and displays them under Input Parameters. You can also manually enter the input parameters. 9. Set the height of the mashup appropriately, the minimum height is 30. Business Flexibility P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 267

268 A second mashup will be shown below the solution finder. 10. Set the parameter binding for the authentication token parameter to Token. Ensure that the Token checkbox is selected. 11. Add any additional parameters as needed. 12. Save your settings. Adding the Authentication Token 1. Go to Customer Service Tickets and then open a ticket. 2. Click Adapt and then Enter Adaptation Mode. 3. Click Adapt and then Edit Screen. 4. Click Mashups and Web Services. 5. Find the newly defined authentication mashup in the list and select the Visible option. 6. Select Save and then Publish. Once you publish the changes, they will affect all users of the system. You can undo these changes using Adaptation Modeif necessary. 7. Perform a search in the solution finder to ensure the solution finder is working. Check that the API key is still populated in the RSS/Atom service that you created. See Also Configuring the URL Shortener [page 269] Create a Data Mashup [page 365] Create a Mashup Web Service [page 356] Configuring the Chat URL Generator The chat URL generator enables an agent to send the customer an invitation and link to a chat session. It is configured using an existing mashup web service. Prerequisites You have an account with SnapEngage. You have enabled the Application Programming Interfaces (APIs) scoping element. 1. Go to Business Configuration Implementation Projects then select your project and click Edit Project Scope. 2. Click Next until you get to Adjust Scoping , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Flexibility

269 3. Then under Communication and Information Exchange Business Process Management, select Application Programming Interfaces (APIs). Configuring the Web Service 1. Go to Administrator Business Flexibility Mashup Web Services. 2. Search for the BYD_COD/SNAPENG service. 3. Select the service and click Enter API Keys. The Enter API Keys dialog box opens. 4. Click Show API Keys. 5. Enter the API Key Value provided by SnapEngage for each of the following API keys: w This is the API key GUID and will look something like this: ad02xxx1-fax3-xxx7- axxxd-4xx2f1e64xxx b This is the URL of the page you want to display behind the SnapEngage chat client when a customer opens the chat link sent by an agent. For example: company>.com/<product support>. 6. Save your changes. Results The insert chat link option is now available in the workspace. See Also About Mashup Web Services [page 355] Configuring the URL Shortener The URL Shortener is used when attaching knowledge base articles to message responses. It is configured using an existing web service. 1. Go to Administrator Business Flexibility Mashup Web Services. 2. Search for the BYD_COD/BITLY service. 3. Select the service and click Enter API Keys. The Enter API Keys dialog box opens. 4. Click Show API Keys and, in the API Key Value column, enter the Bitly login and API key provided by the service provider. For example, you can find the Bitly values at 5. Save your changes. Business Flexibility P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 269

270 See Also Configuring Knowledge Base Integration [page 263] About Mashup Web Services [page 355] Setting up a Mashup Web Service for SAP Social Media Analytics by NetBase SAP Cloud for Social Engagement can be used with SAP Social Media Analytics by NetBase to set up social media channels that extract messages and create tickets based on those messages. Before you create those social media channels, you have to set up mashup web services that will extract the content identified for your defined SAP Social Media Analytics topics. Each channel you set up using SAP Social Media Analytics, is connected to only one mashup web service. And each of those web services is configured to extract messages from one defined SAP Social Media Analytics topic. So basically, if you have three topics defined on SAP Social Media Analytics from which you want to create tickets, you need to set up three separate web services and then three separate social media channels. The process described above is depicted in the following figure: Creating Tickets from SAP Social Media Analytics Content Prerequisites You have an account with SAP Social Media Analytics You have set up a topic on your SAP Social Media Analytics account , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Flexibility

271 Creating the Mashup Web Service 1. Go to Administrator Business Flexibility Mashup Web Services. 2. Click New and then REST Service. 3. Enter the required information as follows: 1. For the Authentication Method, choose Basic. Fields for user name and password will appear. 2. Enter your SAP Social Media Analytics user name and password. 3. For Service Protocol, choose JSON. 4. For HTTP Method, choose GET. 5. For URL, enter You may find it useful to adjust the parameters used by the SAP Social Media Analytics API to identify those messages to be extracted by SAP Cloud for Social Engagement. For example, you can use the API explorer (requires authorized log on to your SAP Social Media Analytics account) to expand the methods used for retrieving documents. Then you can just copy and paste the related API call URL to the URL value and click Extract Parameters to automatically extract the Input Parameters described in the next step. 4. In the Input Parameters section, add rows to the table for each of the input parameters listed below. The following parameter values will be used to call the SAP Social Media Analytics by NetBase API for the defined topic (case-sensitive) Parameter Constant Additional Information topics Your Topic Name The topic variable, Your Topic Name, should be equal to the topic you have configured on SAP Social Media Analytics. sizeneeded publishedda te sort Up to 1000 max YYYY MM DD daynumber Enter today's date. This is replaced at runtime. 5. Save your entries. The Service ID for the newly created web service must be entered manually when creating the associated social media channel. For more information, see Adding an SAP Social Media Analytics Social Media Channel [page 197]. 6. Enter the API keys for the mashup web service. 1. Select the mashup web service for SAP Social Media Analytics you just created. 2. Click Enter API Keys. 3. Click Show API Keys. 4. Enter your user name and password information for your SAP Social Media Analytics account and save your entries. Business Flexibility P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 271

272 Next Steps Once you've created the mashup web service for your SAP Social Media Analytics topic, you can create the social media channel that will be used to extract content and create tickets. For more information, see Adding an SAP Social Media Analytics Channel [page 197] Configuring Klout The Klout web services are used for Twitter social media customer profiles to retrieve the customers' Klout scores and associated information. There are two existing web services for which you need to maintain the API keys. 1. Go to Administrator Business Flexibility Mashup Web Services. 2. First, search for the BYD_COD/KLOUT service. 3. Select the service and click Enter API Keys. The Enter API Keys dialog box opens. 4. Click Show API Keys and, in the API Key Value column, enter the API key provided by the service provider. 5. Save your changes. 6. Next, search for the BYD_COD/KLOUTUSER service. 7. Select the service and click Enter API Keys. 8. Click Show API Keys and, in the API Key Value column, enter the API key provided by the service provider. 9. Save your changes. See Also About Mashup Web Services [page 355] Sales: Tasks in Business Flexibility Configuring Bing Maps for Accounts Under Customers Accounts and Visits Visit Planner, users can choose Map View to see the geographical location of each of the addresses of the displayed accounts both individually, and in relation to one another. Users can also zoom in, zoom out, and pan in any direction. Configuring the Bing Mashup To enable maps, you must enter the API keys for the custom mashup. 1. Choose Administrator Business Flexibility Mashup Authoring. 2. Search for the SM00048 mashup. 3. Select the mashup and click Enter API Keys , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Flexibility

273 The Enter API Keys dialog box opens. 4. Click Show API Keys and, in the API Key Value column, enter the API key that you received from the service provider. 5. Save your changes. See Also Mashup Web Services Quick Guide [page 355] Mashup Authoring Quick Guide [page 358] Business Flexibility P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 273

274 9 Input and Output Management 9.1 Print Queues Quick Guide In the Print Queues view, administrators can set up print queues to manage the process-integrated printing of documents, and monitor the print jobs in each print queue. Print queues are used to collect all documents that are output to the output channel Printing. Depending on your solution, you can access this view from the Application and User Management or Administrator work center under Input and Output Management. Print Queues Default Print Queue SAP provides a default printing scenario where all document owners manually print their own documents. By default, the print jobs of all users are collected in the default print queue from which they are sent to each user's individual Manual Print Tasks view. Each user can view and print his or her print jobs by navigating to Home Work Manual Print Tasks. The queue usage of the default print queue can be changed to Central Printing via the Print Manager, but not to Central Printing by Dedicated User. User Assignment to Print Queues A print queue can be assigned to the following users: No user If a print queue has the queue usage Printing by Document Owner and consequently has no user assigned, all documents sent to the queue are shown in the Manual Print Tasks view of the document owner until the status of the document is changed manually by the document owner to Successful. If the document owner has installed and signed in to the Collaboration Window, the documents are retrieved and printed by the Collaboration Window immediately. In this case the documents do not appear in the Manual Print Tasks view. The default print queue has the queue usage Printing By Document Owner. Unless you require multiple printer languages, it is usually only necessary to have one print queue with this queue usage. A print user If a print queue has the queue usage Central Printing via the Print Manager, it must be assigned to a print user. As each print queue with this queue usage is later assigned to a physical printer in the Print Manager, each queue represents a physical printer. A business user If a print queue has the queue usage Central Printing by Dedicated User, it must be assigned to a business user. This business user can view and print all documents in this queue by navigating to Work Manual Print Tasks. This user prints on-behalf of the document owner. Home Print Queue Status By default, all new print queues have the status Started. This means that documents sent to these print queues will be immediately processed, for example, documents will be sent to a user s Manual Print Tasks view. You can pause a print queue in order to fix errors. Print Jobs For each print queue, you can view all print jobs and check the status of each job by selecting the queue and clicking Edit , 2012, 2013 SAP AG. All rights reserved. P U B L I C Input and Output Management

275 A print job can have one of the following statuses: Queued The document is waiting in the print queue. Printing The document has been collected by the Collaboration Window or the Print Manager and they have not yet returned a status. Error The document has been collected by the Collaboration Window or the Print Manager and an error has been returned, alternatively, an error occurs when a document has had the status Printing for more than 12 hours. Note that if an error occurs, an output error task is created and sent to the document owner, who can view the tasks under Home Work Inbox. It is also possible for administrators to take over and resolve a task belonging to another user. Successful The document has been collected by the Collaboration Window or the Print Manager and the status successfully has been returned. Alternatively, a user has manually set the status to Successful. Queued print jobs can be viewed on the Queued Documents tab of the print queue editor. Print jobs with the status printing, failed or successful can be viewed on the Processed Documents tab. Business Background Output Management Output management comprises all activities related to the output of documents in print, , or fax format. Formbased documents can be output on an ad hoc basis or as an integrated part of a business process. For more information, see Output Management [page 384]. Tasks Print Queues Set Up Printing Using the Print Manager If the Print Manager is available for your solution, you can use it to set up printing. For more information, see Print Manager Quick Guide in the Help Center. Set Up Printing By a Dedicated User For more information, see here. Create a Print Queue for a Specific Printing Scenario You can create additional print queues to support the Printing by Document Owner, Central Printing via the Print Manager, and Central Printing by a Dedicated User printing scenarios. These print queues can then be assigned to a business document using an output channel rule or can be selected by a user in a document's output settings. 1. In the Print Queues view, click New. 2. In the New Print Queue dialog box, enter a queue ID. The queue ID is displayed in output settings for a business document when a user selects the output channel Printing therefore, the queue should be given an ID that can be understood by all users. For example, if you are setting up a print queue for central printing via the print manager, you could give the print queue the name Input and Output Management P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 275

276 of the printer on which the documents are going to be printed. Alternatively, if you are creating a print queue for central printing by a dedicated user, you could give the print queue the name of the user. 3. Select a printer language. The following printer languages are supported: PDF - This printer language can be used to print on all printers supported by a Microsoft Windows operating system. PCL 5c (Color) PCL 5e (Monochrome) Adobe PostScript Level 2 Adobe PostScript Level 3 Datamax 203 dpi Datamax 300 dpi Datamax 406 dpi Datamax 600 dpi Intermec 203 dpi Intermec 300 dpi Intermec 400 dpi Toshiba 203 dpi Toshiba 305 dpi Toshiba 600 dpi ZPL 203 dpi ZPL 300 dpi ZPL 600 dpi Note that if you are creating a print queue for manual printing by the document owner or by a dedicated user, you should select the printer language PDF as this is required for manual printing. 4. Select the queue usage. 5. Do one of the following: If you selected Central Printing via the Print Manager, you must specify a print user. This user is required to authenticate the Print Manager when it accesses SAP's cloud solution. If you selected Central Printing by a Dedicated User, you must select the user of the employee who should print the documents. This is the business user ID of the user in SAP's cloud solution. 6. Save your changes. 7. To create an output channel rule to define when this print queue should be used, navigate to Application and User Management Input and Output Management Output Channel Selection. 8. In the Output Channel Selection view, select a business document and create an output channel rule to define when this print queue should be used as the output channel. For more information about output channel rules, see the Output Channel Selection Quick Guide [page 280]. Pause a Print Queue 1. In the Print Queues view, select a print queue. 2. Click Pause. The print queue is paused. This allows you to stop documents being collected by the Print Manager while you are carrying out repairs or changing the printer assignment in the Print Manager. 3. Click Start to restart the print queue , 2012, 2013 SAP AG. All rights reserved. P U B L I C Input and Output Management

277 Clean Up a Print Queue 1. In the Print Queues view, select a print queue. 2. Click Clean Up. All print jobs with the status Successful are deleted from the print queue. You can use this function, for example, to remove completed print jobs from a frequently used print queue, or to remove old print jobs from a queue that you want to delete. Delete a Print Queue A print queue can be deleted if it contains no documents in it and if it is not being used by any output channel rules. In order to remove a print queue you must take it out of the output rules in which it is used, and you must clean up the queue or have all documents processed or deleted somehow. The DEFAULT queue cannot be deleted. 1. In the Print Queues view, check that the print queue does not contain any print jobs. To remove old print jobs with the status Successful, use the Clean Up button. To remove any other remaining print jobs, open the print queue and manually delete the print jobs. 2. Under Details, check whether the print queue is used in any output channel rules. You must remove the print queue from the output channel rules before you can delete it. 3. Select the print queue and click Delete. Change the Print User Password 1. On the computer on which the Print Manager is installed, stop the SAP Print Service. 2. In SAP's cloud solution, navigate to the Print Queues view, and select the print queue and click Edit. 3. In the Print Queue editor, navigate to the Details tab, and click Edit beside the Assigned User field. 4. Enter a new password and confirm the password. 5. Save your changes. 6. On the computer on which the Print Manager is installed, restart the SAP Print Service. If you change the password without stopping the SAP Print Service, the print user will be locked. To unlock the print user, on the Edit Print User screen, deselect the Locked checkbox. Print Jobs Reprint a Print Job 1. In the Print Queues view, select a print queue. 2. Click Edit. 3. On the Processed tab, select a document with the status Failed and click Reprint. The document in the print job is resent to the printer or Manual Print Tasks view depending on the type of printing that has been set up for the print queue. This does not affect the output settings of the document. Delete a Print Job 1. In the Print Queues view, select a print queue. 2. Click Edit. 3. On the Queued or Processed tab, select a document and click Delete. You can delete documents with the status Queued, Printing, or Failed. Input and Output Management P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 277

278 Set the Status of a Print Job to Successful 1. In the Print Queues view, select a print queue. 2. Click Edit. 3. On the Processed tab, select a document with the status Failed and click Change Status to Successful. The output status of the document in the print job is set to Successful and Fax Queues Quick Guide In the and Fax Queues view, administrators can manage all documents that are output to the output channels fax and . You can view all jobs that are waiting to be processed and which have already been processed and check the status of each job. A job can have one of the following statuses: Waiting The job has not yet been processed by the system. In Process The system is processing the job. On Hold The job has been manually put on hold, for example, while a technical error is being corrected. Failed There was an error while processing the job. To view the cause, select the document from the list. An error description is displayed under Output Details. Completed The job has been processed and the document sent by or fax. If an error occurs, an output error task is created and sent to the document owner, who can view the tasks under Home Work Inbox. It is also possible for administrators to take over and resolve a task belonging to another user. Depending on your solution, you can access this view from the Application and User Management or Administrator work center under Input and Output Management. Business Background Output Management Output management comprises all activities related to the output of documents in print, , or fax format. Formbased documents can be output on an ad hoc basis or as an integrated part of a business process. For more information, see Output Management in the Help Center of your solution. Tasks Delete a Job 1. In the and Fax Queues view, select a job with the status Waiting, On Hold, or Failed , 2012, 2013 SAP AG. All rights reserved. P U B L I C Input and Output Management

279 2. Click Delete. The job is deleted. Restart a Job 1. In the and Fax Queues view, select a job with the status Failed. 2. Click Restart. The job is resent to the business partner s address or fax number. Put a Job on Hold 1. In the and Fax Queues view, select a job with the status Queued. 2. Click Hold. The job is put on hold until you manually resume the job. Resume a Job 1. In the and Fax Queues view, select a job with the status On Hold. 2. Click Resume. The document is sent to the output channel defined in the document's output settings. 9.3 Form Template Selection Quick Guide In the Form Template Selection view, administrators can create rules that are used to determine which form template is used for the output of a business document under a defined set of conditions. A default assignment of form templates to documents is provided by SAP. If you create new templates, you must create a form template rule to define when the templates are used. You can either define a form template rule that applies to all instances of the selected business document, or you can use the parameters provided to create more complex rules. If you have created more than one rule for a document, you also need to define the sequence of the rules. The system processes the rules in the order in which they appear in the table until a rule is found for which the conditions are met. Therefore, enter more specific rules at the top of the list and generic rules at the bottom. Note that if you create a rule and leave a parameter blank, then this is handled as a wildcard, and any value is considered as having fulfilled the condition. Note that in some cases, a business document represents a group of related document types. For example, the business document Customer Invoice includes invoices, credit memos, correction invoices, and down payments. Depending on your solution, you can access this view from the Application and User Management or Administrator work center under Input and Output Management. Business Background Output Management Output management comprises all activities related to the output of documents in print, , or fax format. Formbased documents can be output on an ad hoc basis or as an integrated part of a business process. For more information, see Output Management in the Help Center of your solution. Input and Output Management P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 279

280 Forms Form templates are used to define the content and layout of documents that can be output from the system. For more information, see Forms. Tasks Create a Form Template Rule 1. In the Form Template Selection view, select the business document for which you want to create a form template rule from the Show Rules For drop-down list and click Go. 2. Click New. The Create Form Template Rule activity opens. 3. From the Form Template drop-down list, select a form template. 4. Under Parameter Settings, enter the parameters for which you want this rule to apply. The parameters available to you depend on the business document selected. These parameters determine when the form template selected in the previous step is used to output the document. Note that if you leave a parameter blank, this acts as a wildcard. 5. Save your changes. Note that you may now have to adjust the sequence in which the form template rules are applied in order to ensure that the rule is applied by the system correctly. See Change the Sequence of Form Template Rules below. Change the Sequence of Form Template Rules 1. In the Form Template Selection view, select the business document for which you want to change the sequence of form template rules from the Show Rules For drop-down list and click Go. 2. Click Change Sequence. 3. On the Change Sequence screen, use the Move Up and Move Down buttons to change the order of the rules. The system processes the rules in order of their appearance in the list starting at the top. The more specific the rule, the higher it should be placed in the list. 4. Save your changes. 9.4 Output Channel Selection Quick Guide In the Output Channel Selection view, administrators can create rules that are used to determine which output channel should be used for the output of a business document under a defined set of conditions. By default, all documents are sent to the output channel printing where they are collected in the default print queue. Documents sent to the default print queue can be printed manually by the document owner. You can either define an output channel rule that applies to all instances of the selected business document, or you can use the parameters provided to create more complex rules. If you have created more than one rule for a document, you also need to define the sequence of the rules. The system processes the rules in the order in which they appear in the table until a rule is found for which the conditions are met. Therefore, enter more specific rules at the top of the list and generic rules at the bottom. Note that if you create a rule and leave a parameter blank, then this is handled as a wildcard, and any value is considered as having fulfilled the condition , 2012, 2013 SAP AG. All rights reserved. P U B L I C Input and Output Management

281 For example, an output channel rule has already been created specifying that all sales orders should be output as e- mail. You now want to ensure that all sales orders sent to a particular business partner are output as fax. To do this, you need to create a new output channel rule for the Sales Order business document. Specify fax as the output channel and in the parameter settings enter the name of the business partner. After you have created the rule, you need to change the order of the rules in the table to ensure that this rule is applied by the system before the generic rule. To do this change the sequence of the rules and move the new rule to the top of the list. Note that in some cases, a business document represents a group of related document types. For example, the business document Customer Invoice includes invoices, credit memos, correction invoices, and down payments. Depending on your solution, you can access this view from the Application and User Management or Administrator work center under Input and Output Management. Business Background Output Management Output management comprises all activities related to the output of documents in print, , or fax format. Formbased documents can be output on an ad hoc basis or as an integrated part of a business process. For more information, see Output Management in the Help Center of your solution. Tasks Create an Output Channel Rule 1. In the Output Channel Selection view, select the business document for which you want to create an output channel rule from Show Rules For drop-down list and click Go. 2. Click New. The Create Output Channel Rule dialog box opens. 3. From the Output Channel drop-down list, select an output channel. The list of output channels that are available depends on the business document you selected. In general, you can send business documents electronically by fax or , or you can send the document to a printer. If you choose printer as the output channel, you need to specify a print queue and the number of copies you want to print. 4. Under Parameter Settings, enter the parameters for which you want this rule to apply. The parameters available to you depend on the business document selected. These parameters determine when the output channel selected in the previous step is used to output the document. Note that if you leave a parameter blank, this acts as a wildcard. 5. Save your changes. Note that you may now have to adjust the sequence in which the output channel rules are applied in order to ensure that the rule is applied by the system correctly. See Change the Sequence of Output Channel Rules below. Change the Sequence of Output Channel Rules 1. In the Output Channel Selection view, select the business document for which you want to change the sequence of rules from the Show Rules For drop-down list and click Go. 2. Click Change Sequence. 3. On the Change Sequence screen, use the Move Up and Move Down buttons to change the order of the rules. Input and Output Management P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 281

282 The system processes the rules in order of their appearance in the list starting at the top. The more specific the rule, the higher it should be placed in the list. 4. Save your changes , 2012, 2013 SAP AG. All rights reserved. P U B L I C Input and Output Management

283 10 Background Jobs 10.1 Background Jobs Quick Guide Jobs are an important part of how the application operates. A job is a scheduled instance of a mass data run. Users create mass data runs in the solution and then schedule them to run immediately, or regularly at a set time, or after another specified job. When the user schedules the run, the solution represents it as a job. There may be multiple jobs scheduled for one mass data run. The Background Jobs view in the Administrator and/or Application and User Managementwork center allows you to view the jobs in the solution. You can adjust the list to display all scheduled jobs, all failed jobs, all jobs that are currently running, and all jobs that ran the week before. The status of each job is displayed in the Status column. There you can see if a job failed, finished, or if its release was cancelled. Business Background Mass Data Runs A Mass Data Run (MDR) is the automatic mass processing of a task or a business transaction. MDRs enable mass processing of business data and are used in business processes, for example, invoice runs, payment authorization runs, or balance confirmation runs. When a user schedules an MDR the system represents it as a background job. During scoping, it is possible to provide default variants of the MDRs. MDRs are created and maintained in the work centers. Using the Job Scheduler, users schedule the run to execute once or regularly at specified times. In the Background Jobs view, you can monitor and reschedule MDR jobs that are created by users in other work centers. For more information, see the documentation about mass data runs. Application Log Application logs are created as a result of business processes that require logging of business steps, for example, the execution of mass data runs. The application log displays detailed information about business process steps and their results allowing you to review these at a later point in time. For more information, see the documentation about the application log. Tasks View the Job Log You can view the job log for any job that was scheduled and ran in the solution. In the job log you can see, for example, the reasons why a job failed and what must be corrected before a job is rescheduled. 1. Select the Background Jobs view. 2. In the Show field, select All failed Jobs or Jobs run in last week to see the runs for which you can view the job log. Background Jobs P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 283

284 3. Select the job for which you want to see the job log and choose View Job Log to open the Job Log screen. 4. Check the job log. 5. Choose Close to close the job log and return to the background job overview Reschedule a Job You can reschedule a job that has been created and scheduled by another user. 1. Select the Background Jobs view. 2. In the Show field select All Scheduled Jobs and click Go. 3. To reschedule a job, select the job you want to reschedule, and click Reschedule. The Reschedule Job screen opens. 4. Under Schedule, choose one of the following options for the job run time: Click Run Immediately. Enter the date and time for the job to run. In the Recurrence list, choose how often this job occurs. Select the job it should run after. 5. Click Save and Close to save the new job schedule, and return to the Background Jobs overview. The rescheduled job is saved to the solution. The job runs when scheduled. Cancel a Job You can cancel any scheduled job or any job that is currently running. 1. Select the Background Jobs view. 2. In the Show field select All Running Jobs or All Scheduled Jobs and click Go. 3. To cancel a job, select the job that you want to cancel and choose Cancel Job. The job is now canceled and the status of the job is set to Obsolete in the Background Jobs list , 2012, 2013 SAP AG. All rights reserved. P U B L I C Background Jobs

285 11 Business Analytics 11.1 About Business Analytics Administrator Business Analytics is a group of views and tasks that enable you to design or modify your reports. Tasks Designing and Assigning Reports Go to Administrator Business Analytics Design Reports. To create a new report using the report wizard, click New information, see here [page 288]. and choose either Report or Report as Copy. For more To assign an unassigned report or one you have just created, select it and click Assign. For more information, see here [page 311]. Designing Data Sources Go to Administrator Business Analytics Design Data Sources. As an administrator, you can create your own combined and joined data sources that merge data from different data sources. For more information, see the Design Data Sources Quick Guide [page 297]. Designing Key Figures Go to Administrator Business Analytics Design Key Figures. As an administrator, you can create your own calculated and restricted key figures for use in reports. For more information, see here [page 306]. Uploading or Downloading Objects As an administrator, you can upload or download objects you have created, such as data sources, key figures, and reports. You can upload from and download to a source, such as your computer or an external storage device. For more information, see here VIDEO: Adding Custom Fields to Reports Video Adding Custom Fields to Reports (4m 21s) For Administrators: find out how to add custom fields to objects in the solution and add those fields to reports. Business Analytics P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 285

286 11.3 VIDEO: Setting Navigation Targets for Reports Video Setting Navigation Targets for Reports (4m 10s) For Administrators: find out how to set up navigation targets for reports so users can quickly navigate from report to report Designing Reports Design Reports Quick Guide In the Design Reports view, administrators can create and edit their own reports to suit business requirements and processes. You can access the Design Reports view from the Business Analytics and/or Administrator work center. Background You use Analytics objects in the system to create your reports. Data from key figures and characteristics in a data source or a key figure group serves as the basis for your reports. For more information, see Overview of Analytics [page 386]. Note that you can decide if report data sent by is to be encrypted. If you want to encrypt outgoing s, you must make changes to your scoping. From the Encryption and Signature Check fine-tune activity, you can specify for the Analytics - Send Report Data, Broadcasting outgoing scenario whether outgoing s are encrypted and whether they are signed. For more information, see the following documents: Configuration: Load Certificates and Activate Signing and Encryption for s and Configuration: Encryption and Signature Check. Tasks Create a Report By clicking New, the following options are available. Report Allows you to create a browser-based report based on a data source or key figure group using the Report Wizard. For more information, see Working with Reports Using the Report Wizard [page 288]. Report As Copy Allows you to create a report based on a selected report using the Report Wizard , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Analytics

287 When you create a report based on a selected browser-based report, if you do not assign a valid report ID, the system generates a report ID. For more information, see Working with Reports Using the Report Wizard [page 288]. Microsoft Excel-Based Report Allows you to create a Microsoft Excel-based report using Microsoft Excel. For more information, see Working with Reports and Plans in Microsoft Excel [page 396]. Edit a Report By clicking Edit With, the following options are available depending on the report type. Report Wizard Allows you to edit browser-based reports that you or other administrators have created. For more information, see Working with Reports Using the Report Wizard [page 288]. Web Browser Allows you to execute ad hoc analyses and to change the layout of delivered reports and reports that you or other administrators have created. Note that when administrators open reports in a Web browser in the Business Analytics work center, only generated test data is displayed to ensure that they do not have access to sensitive data. Business users see real data when they open reports from the relevant Reports work center view. For more information, see Working with Reports in a Web Browser [page 391]. Microsoft Excel Allows you to execute ad hoc analyses and to edit Microsoft Excel-based reports. Note that when administrators open reports in Microsoft Excel in the Business Analytics work center, only generated test data is displayed to ensure that they do not have access to sensitive data. Business users see real data when they open reports from the relevant Reports work center view. For more information, see Working with Reports in Microsoft Excel [page 396]. Assign a Report After you have created a report, you must assign it to make it available to business users and other administrators. You can create and maintain report assignments by clicking Assign. For more information, see Assign a Report [page 311]. Create a Navigation Target You can create navigation targets in a selected target report to which business users can navigate from a source report. For more information, see Create or Edit a Navigation Target. Review Report Assignments From the Design Reports work center view, by clicking Assignment Overview, you can review the report assignments made by you and SAP by sorting, grouping, or filtering the list. Note that from the list, you can only delete report assignments in the current version of the solution. You can remove up to 20 assignments at a time. To make assignments, see the Assign a Report section of the document. Business Analytics P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 287

288 If you require the report ID, you can personalize the list by clicking Personalize This Screen. See Also Add an Extension Field to a Data Source or Report [page 304] Working with Reports Using the Report Wizard Overview Administrators can create and edit reports that they create using the Report Wizard. The Report Wizard guided activity is available from the following locations: From the Design Reports work center view by clicking New, and then choosing Report or Report As Copy. From the Design Data Sources work center view by clicking New, and then choosing Report. After you have assigned reports to work center views, they are available in the Reports work center view of the relevant work centers. Business users can then create their own personal report views. Administrators can create public report views and public selections, that is, a saved set of value selections for variables and filter values, in the Business Analytics work center. Administrators create public report views and public selections with the report in a Web browser. The public report views and public selections are then available with the corresponding reports. For more information, see Working with Reports in a Web Browser [page 391] and Working with Selections [page 405]. Procedure 1. Define Report and Select Data Source Note that due to the complexity of some SAP delivered Analytics content, not all data sources and the objects they include are available to administrators to create key figures, data sources, and reports. You do not have to complete all steps; only the first step is mandatory. This is indicated by an asterisk (*). You can create a report by entering a name, selecting a data source, and clicking Finish. a. Enter a name and description for the report. We recommend providing a description for the report so that the business user can identify the use of the report after you have assigned the report to the relevant work center views and corresponding work centers. b. Select a data source for the report. A data source provides the characteristics and key figures used in a report. It also serves as the basis for further reporting objects, such as key figure structures or grids. For more information about objects in Analytics, see Overview of Analytics [page 386]. To select a data source, you can either enter the ID or select a data source from the value selection , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Analytics

289 When you select a data source, one or more supported access context are displayed. When you assign the report to a work center or work center view, the access context of the report and the work center or work center view should match. c. You can also set further properties for the report: 2. Select Key Figures Enable for Mobile Device By selecting the checkbox, the report type is set to Mobile Report. For more information, see Working with Mobile Reports. Only for Master Data By selecting the checkbox, you can create a report without any key figures. The system then skips step 2. This is useful if you want to create list reports, such as a list of customers. If the report you want to create is a copy of a report that has navigation targets, the Copy With Navigation checkbox is also available. By selecting the checkbox, the system also copies the navigation targets in the source report to your report. For information about creating navigation targets, see Create or Edit a Navigation Target. For information about how business users navigate in reports, see Analytical Navigation [page 420]. In this step, you select the key figures to be used in the report. From the Show dropdown list, you have the following options: All All key figures and key figure groups available in a data source are displayed. Customer Created Key Figures Key figures created by administrators are displayed. Key Figure Group Using this selection option, you can choose either a key figure structure or a key figure grid. Key Figures Selected Key Figure Group / Key Figures You can also create calculated and restricted key figures by clicking Create. For more information, see Create and Edit a Key Figure [page 306]. 3. Select Characteristics The characteristics that are available in the data source are listed. Dimensions, that is, the criterion by which characteristics are categorized, can assist you in selecting relevant characteristics. Characteristics may be selected by default. To determine whether the characteristic has a predefined restriction or if it has a variable associated with it, you can add the Has Variable and Value Selection columns. To add the columns, click Personalize, choose the This Page option, and select the fields from the list. If the characteristic has No Value Selection, there are no predefined restrictions. You can create restrictions or add a variable in the next step. 4. Define Characteristic Properties For each characteristic available, maintain the following properties. Display Settings The Display in Report checkbox shows whether a characteristic is displayed in the Not Currently Shown list in the navigation pane when the report is displayed in a Web browser. If the checkbox Business Analytics P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 289

290 is not selected, the characteristic can still be used in the Selection area in the report and for restricted key figures. To change the name of characteristics that are displayed to business users in a report, you can rename characteristics. In the Rename Characteristic To field, enter the new name of the characteristic. By selecting the Show Master Data Value checkbox, you can display the values of a characteristic in the report regardless of whether there are key figure values. By selecting the Show Master Data Value checkbox for the Customer characteristic, all customers are displayed in the report. Value Selections Any defined value selections are also listed. The following table describes the options available under Value Selection. Value No Value Selection Using Variable Fixed Value Selection Using Complex Restriction Using Inherited Variable Description The characteristic is not restricted. The characteristic can be restricted using a variable. If you select Using Variable, the characteristic can be restricted to one or more value selections using a variable. In the Define Variables step, you can maintain properties for the variable. On the variable screen, you can restrict the characteristic using a variable or save a set of value selections for the selection. You can set fixed value selections for the selected characteristics. Note that if the characteristic is already restricted to one or more fixed value selections you cannot change fixed value selections. If you select Fixed Value Selection, Set Fixed Value Selections is active. The characteristic is restricted using one or more complex restriction rules that are defined in a key figure structure or key figure grid. You cannot change the restriction. For example, the One Year Ago characteristic that is used in the key figure grid belonging to the data source is restricted using a relative selection. The characteristic is restricted using an inherited variable. You cannot change the restriction. For example, the characteristic is restricted using a variable from an underlying data source. Hierarchy Settings Any defined hierarchy settings are also listed. The following table describes the options available under Hierarchy. Value No Hierarchy Using Variable Fixed Hierarchy Via Inherited Variable Description No hierarchy is available for the characteristic. The characteristic hierarchy can be restricted using a variable. The characteristic hierarchy is restricted to display the characteristic by an attribute. For example, to display the Customer characteristic by location. The characteristic hierarchy is restricted using an inherited variable. You cannot change the restriction. 5. Define Variables For each variable available, maintain the selection type and any default values if necessary. The selection type indicates how values for the variable can be selected, such as single values, multiple values, interval, or any selection. You can also maintain default values. 6. Review and Confirmation , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Analytics

291 Review the report. In the Confirmation step, you can display the report in a Web browser to create a layout for the report, assign the report to a work center view, or create another report. In the Business Analytics work center, when you view reports, generated test data is displayed regardless of whether the report is assigned to a work center view to which you have access rights as a business user. To view the report with real data, you must open the report from a Reports work center view for which you have access rights as a business user. See Also Working with Reports in a Web Browser [page 391] Assign a Report [page 311] Data Sources Overview of Data Sources for SAP Cloud for Service or Social Engagement The system delivers predefined content for reports that are defined in your scope. As an administrator, you can create and edit your own reports to suit business requirements and processes using the Design Reports view. Data from key figures and characteristics in a data source or a key figure group serves as the basis for your reports. The following table lists the data sources delivered with SAP Cloud for Service or Social Engagement (the data sources that include only social media relevant content are indicated). Data Source ID Data Source Name Description Social Media Only CODACTU All Activities Contains all types of activities. It allows you to analyze number and usage of all six activity types. CODAPAHB Appointment Contains all appointments. It allows you to analyze the usage of activities by type of appointment. CODAPAPTYB Appointment Involved Parties Contains all involved parties of Appointments. It allows you to analyze involved parties of appointments by data, such as party role or address. CODBPARTNER Business Partner Master Data Provides business partner master data, including the business partner name and ID, country and other address data, information that is specific to a business partner person or organization, and system administrative information. CODBPCONTB Contact Master Data Provides contact master data, including the contact name and ID, academic title, date of birth, gender, marital status, and profession. Business Analytics P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 291

292 Data Source ID Data Source Name Description Social Media Only CODBPCSCONTB Account Contact Data Provides the contacts of a corporate account, including the contact address information and other contact-specific data along with data of the related account, such as the account ID, name, and address. CODBPRELATIONSHI P Business Partner Relationship Provides information about the relationships between business partners. CODCUSTOMER Account Master Data Provides account master data, including the account name and ID, country and other address data, information that is specific to a corporate or private account, the Nielsen ID, the account ABC classification, and system administrative information. CODCUSTOMER_TG Account Master Data for Target Group Provides account master data for the target group, including the account name and ID, country and other address data, information that is specific to a corporate or private account, the Nielsen ID, the account ABC classification, and system administrative information. CODEMAHB Contains all s. It allows you to analyze the usage of activities by type of . CODEMAPTYB Involved Parties Contains all involved parties of s. It allows you to analyze involved parties of s by data, such as party role or address. CODFUNCUNIT Functional Unit Master Data Provides functional unit master data, including the functional unit name, ID, and manager. CODFXAHB Fax Contains all faxes. It allows you to analyze the usage of activities by type fax. CODHCMEMPB Employee Master Data Provides information on employee master data such as employee's workplace address. CODPARTY Party Master Data Provides business partner and org unit master data, including the party name and ID, the org unit ID, country and other address data, an indication whether or not the address is protected, and system administrative information. CODPCAHB Phone Call Contains all phone calls. It allows you to analyze the usage of activities by type phone call. CODPCAPTYB Phone Call Involved Parties Contains all involved parties of phone calls. It allows you to analyze involved parties of phone calls by data such as party role or address. CODPRODUCT Product Master Data Provides product master data, including identification, description, quantity, product category, and system administration data. Without Simple OBN Navigation for Product ID. CODSACTU CODSAPAHB CODSEMAHB CODSPCAHB All Activities with Predecessor Service Request All Appointments with Predecessor Service Request All s with Predecessor Service Request All Phone Calls with Predecessor Service Request Shows all types of activities including phone calls, s, appointments and activity tasks that originate directly from service requests. Shows all appointment activities that originate directly from service requests. Shows all activities that originate directly from service requests. Shows all phone call activities that originate directly from service requests , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Analytics

293 Data Source ID Data Source Name Description CODSTKAHB All Tasks with Predecessor Service Request Shows all activity tasks that originate directly from service requests. Social Media Only CODTKAHB Activity Task Contains all activity tasks. It allows you to analyze the usage of activities by type activity tasks. CODTKAPTYB Activity Task Involved Parties Contains all involved parties of activity tasks. It allows you to analyze involved parties of activity tasks by data such as party role or address. CRMSRQHB Service Request Contains all service requests. It allows you to analyze the service requests, their usage, and all relevant information. SEODACCOUNTSRQB0 1 Account and Service Request Data Shows all accounts and their service requests. SEODSMAKEYWORDSB 01 Social Media Activities by Keywords Shows all inbound social media activities by keywords. An inbound social media activity is a customer post, like, or comment. X SEODSMATIMEB01 Social Media Activities by Topics Contains all inbound social media activities by topics. An inbound social media activity is a customer post, like, or comment. X SEODSMATIMEB02 Social Media Activities Contains all inbound social media activities. X SEODSMATIMEB03 Social Media Activities by Sentiment Contains all inbound social media activities by sentiment. X SEODSMATIMEB04 Social Media Activities by Priority Contains all inbound leading social media activities by priority. X SEODSMUPB02 Social Media Customer Profiles Contains all social media customer profile data. Customer profile data includes both customer master data and public social profile data. X SEODSRQDTS01 Service Request Time Points and Contact Party Contains service request data of main contact party, various time points, processor, and processor s manager. SEODSRQSOLTIMEB0 1 Knowledge Base Articles Contains all knowledge base articles that have been attached to responses to social media messages. SEODSRQTIMEB01 Social Media Messages Contains all inbound social media messages. An inbound social media message is a collection of social media activities and is identified by the first customer post in a conversation. X SEODSRQTR Service Request Time Recording Shows the duration spent by an employee in resolving the service request Overview of Data Sources for SAP Cloud for Sales The system delivers predefined content for reports that are defined in your scope. As an administrator, you can create and edit your own reports to suit business requirements and processes using the Design Reports view. Data from key figures and characteristics in a data source or a key figure group serve as the basis for your reports. The following table lists the data sources delivered with SAP Cloud for Sales. Business Analytics P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 293

294 Data Source ID Data Source Name Description CODACTU All Activities Contains all types of activities. It allows you to analyze number and usage of all six activity types. CODAPAHB Appointment Contains all appointments. It allows you to analyze the usage of activities by type of appointment. CODAPAPT YB CODAPAVI SITWLIB CODBPART NER CODBPCON TB CODBPCSC ONTB CODBPREL ATIONSHI P Appointment Involved Parties Visit Tasks and Surveys Business Partner Master Data Contact Master Data Account Contact Data Business Partner Relationship Contains all involved parties of Appointments. It allows you to analyze involved parties of appointments by data, such as party role or address. Contains all Tasks and Surveys of Visits. It allows you to analyze Tasks and Surveys of Visits by data such as category or status. Provides business partner master data, including the business partner name and ID, country and other address data, information that is specific to a business partner person or organization, and system administrative information. Provides contact master data, including the contact name and ID, academic title, date of birth, gender, marital status, and profession. Provides the contacts of a corporate account, including the contact address information and other contact-specific data along with data of the related account, such as the account ID, name, and address. Provides information about the relationships between business partners. CODCAMP Campaign Contains all campaign data. Allows you to analyze campaigns by criteria such as status, type, or target group. CODCAMPJ CODCAMP_ INBOUND CODCPGIN BOUTBU Campaign and Campaign Responses Campaign Response Count Campaign Inbound Outbound Joins campaign and campaign response count. Indicates the number of responses to the campaign. Provides campaign outbound and inbound data, including account and contact person, execution details and status. CODCQTHB Sales Quote Header Contains data on the quantities and values of sales quotes in total. It allows you to analyze the distribution of sales quotes across organizational units. CODCQTIB Sales Quote Item Contains data on the quantities and values of sales quote items. It allows you to analyze the distribution of sales quote items across organizational units. CODCQTPT YB CODCUSTO MER CODCUSTO MER_TG Sales Quote Involved Parties Account Master Data Account Master Data for Target Group Contains all involved parties of sales quotes. It allows you to analyze involved parties of sales quotes by data, such as party role or address. Provides account master data, including the account name and ID, country and other address data, information that is specific to a corporate or private account, the Nielsen ID, the account ABC classification, and system administrative information. Provides account master data for the target group, including the account name and ID, country and other address data, information that is specific to a corporate or private account, the Nielsen ID, the account ABC classification, and system administrative information. CODEMAHB Contains all s. It allows you to analyze the usage of activities by type of . CODEMAPT YB CODFRCST P CODFRCST V Involved Parties Sales Forecast Planning Sales Forecast Contains all involved parties of s. It allows you to analyze involved parties of s by data, such as party role or address. Informational only, used in planning framework. Contains sales forecast data, including ID, status, product, product category, and sales unit , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Analytics

295 Data Source ID Data Source Name Description CODFRSPO PJ01 CODFRSPO PU01 CODFRSPO PU02 CODFUNCU NIT Forecast and Opportunity Header Opportunity, Forecast and Sales Planning Opportunity Header, Item, Forecast and Sales Planning Functional Unit Master Data Combines forecast and opportunity header. Combines opportunity header, forecast and sales planning. Combines opportunity header and items with forecast and sales planning. Provides functional unit master data, including the functional unit name, ID, and manager. CODFXAHB Fax Contains all faxes. It allows you to analyze the usage of activities by type fax. CODHCMEM PB Employee Master Data Provides information on employee master data such as employee's workplace address. CODLEAHB Lead Contains all leads. It allows you to analyze leads by various criteria such as by category, by status or by origin. CODLEAPT YB Lead Involved Parties Contains involved parties of leads. CODLEFU Lead Funnel Contains all leads and their related opportunities, sales quotes and sales orders. CODLTAHB Letter Contains all letters. It allows you to analyze the usage of activities by type letters. CODMKLEA H Marketing Lead Contains all marketing leads. It allows you to analyze marketing leads by various criteria such as by category, by status or by follow up sales leads and opportunities. CODOACTU CODOAPAH B CODOEMAH B CODOFXAH B CODOLTAH B CODOPCAH B All Activities with Predecessor Opportunities All Appointments with Predecessor Opportunity All s with Predecessor Opportunity All Faxes with Predecessor Opportunity All Letters with Predecessor Opportunity All Phone Calls with Predecessor Opportunity Shows all types of activities which includes phone calls, s, faxes, appointments, letters and activity tasks that originate directly from opportunities. Note: Due to technical limitations, the number of characters in data source fields is restricted to 60 characters. If a field contains more than 60 characters, only the first 60 characters are displayed in a report, and the remaining characters will be truncated. Shows all appointment activities that originate directly from opportunities. Note: Due to technical limitations, the number of characters in data source fields is restricted to 60 characters. If a field contains more than 60 characters, only the first 60 characters are displayed in a report, and the remaining characters will be truncated Shows all activities that originate directly from opportunities. Note: Due to technical limitations, the number of characters in data source fields is restricted to 60 characters. If a field contains more than 60 characters, only the first 60 characters are displayed in a report, and the remaining characters will be truncated. Shows all fax activities that originate directly from opportunities. Note: Due to technical limitations, the number of characters in data source fields is restricted to 60 characters. If a field contains more than 60 characters, only the first 60 characters are displayed in a report, and the remaining characters will be truncated. Shows all letter activities that originate directly from opportunities. Note: Due to technical limitations, the number of characters in data source fields is restricted to 60 characters. If a field contains more than 60 characters, only the first 60 characters are displayed in a report, and the remaining characters will be truncated. Shows all phone call activities that originate directly from opportunities. Note: Due to technical limitations, the number of characters in data source fields is restricted to 60 characters. If a field contains more than 60 characters, only the first 60 characters are displayed in a report, and the remaining characters will be truncated. Business Analytics P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 295

296 Data Source ID Data Source Name Description CODOPFU Opportunity Funnel Contains all opportunities and their related objects. It allows you to analyze all sales quotes and sales orders that originate, either directly or indirectly, from these opportunities. CODOPPH Opportunity Header Contains all opportunity header data. It allows you to analyze opportunities by header data such as sales cycle, sales phase or expected value. CODOPPIB Opportunity Item Contains all opportunity item data. It allows you to analyze opportunities by item data such as opportunity items or net values. CODOPPPT YB Opportunity Involved Parties Contains all involved parties of opportunities. It allows you to analyze involved parties of opportunities by data such as party role or address. CODOPPU CODOTKAH B Opportunity Header and Item All Tasks with Predecessor Opportunity Contains all opportunities with their header and item data. It allows you to analyze opportunities by header and item data such as sales cycle, sales phase, expected value, opportunity items, net values. Shows all activity tasks that originate directly from opportunities. Note: Due to technical limitations, the number of characters in data source fields is restricted to 60 characters. If a field contains more than 60 characters, only the first 60 characters are displayed in a report, and the remaining characters will be truncated. CODPARTY Party Master Data Provides business partner and org unit master data, including the party name and ID, the org unit ID, country and other address data, an indication whether or not the address is protected, and system administrative information. CODPCAHB Phone Call Contains all phone calls. It allows you to analyze the usage of activities by type phone call. CODPCAPT YB CODPRODU CT CODSTPU0 1 CODSTPU0 3 CODSTPU0 4 CODTERRI TORY Phone Call Involved Parties Product Master Data Sales Target Setting Opportunity Pipeline and Sales Target (for Pipeline Simulation) Sales Target Setting with Forecast Territory Master Data Contains all involved parties of phone calls. It allows you to analyze involved parties of phone calls by data such as party role or address. Provides product master data, including identification, description, quantity, product category, and system administration data. Without Simple OBN Navigation for Product ID. Enables managers to enter and change sales targets with Microsoft Excel. If this report is opened with a browser, sales targets can be displayed but not changed. Shows the comparison of targets with opportunities in the pipeline. Allows to simulate what-if scenarios by increasing expected value and chance of success to evaluate the sales strategy and estimate whether the targets can be met. Contains sales target setting with forecast status. Provides territory master data, including the territory name and ID, hierarchy level and parent territory. Territory hierarchy is enabled. CODTKAHB Activity Task Contains all activity tasks. It allows you to analyze the usage of activities by type activity tasks. CODTKAPT YB QREVQVVI SITHJ Activity Task Involved Parties Visit Survey Answers Contains all involved parties of activity tasks. It allows you to analyze involved parties of activity tasks by data such as party role or address. Contains all answers given within visit surveys. It allows you to analyze these answers by data such as survey category, question category, answer category, product, start date, account, primary contact, check-in date, check-out date, employee responsible for visit and employee responsible for account. CRMSRQHB Service Request Contains all service requests. It allows you to analyze the service requests, their usage, and all relevant information , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Analytics

297 Design Data Sources Quick Guide In the Design Data Sources work center view, administrators can create and edit their own data sources to suit business requirements and processes and use the data sources for reporting. You can access the Design Data Sources view from the Business Analytics and/or Administrator work center. Business Background You use Analytics objects in the system to create your own reports. Data from key figures and characteristics in data sources serves as the basis for reports. For more information, see Overview of Analytics [page 386]. For information about data sources, see Data Sources [page 298]. Tasks Create a Combined Data Source For information about this task, see Create or Edit a Combined Data Source [page 301]. Create a Joined Data Source For information about this task, see Create and Edit a Joined Data Source [page 302]. Preview a Data Source You can preview the data of data sources in a Web browser. In the preview mode, administrators can view the data similar to how end users view the data in a report. From the preview mode, administrators can then navigate to the Report Wizard from which they can create a report based on the data source. By default, key figures available with a data source are displayed in columns, rows are empty, and characteristics available with the data source are listed in the Not Currently Shown list. Since you preview the data similar to how end users view the data in a report, the functions available are the same as those available when working with a report in a Web browser; the range of functions available however are limited to those required to preview data in the data source. For example, when previewing a data source, the functions available for saving and managing report views are not available. For more information, see Viewing Reports with the Web Browser Option [page 391]. Create a Key Figure For information about this task, see Create and Edit a Key Figure [page 306]. Create a Report For information about this task, see Working with Reports Using the Report Wizard [page 288]. Business Analytics P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 297

298 See Also Add an Extension Field to a Data Source or Report [page 304] Data Sources Overview The same data is often available in different data sources. For example, the characteristic Product is available in different data sources, depending on how products are involved in business processes. Thus, you can find the characteristic in reports of different business areas, such as Purchasing and Financials. From the Design Data Sources work center view, administrators can create their own combined and joined data sources that merge data from different data sources. The following documents provides information about the types of data sources available. Types of Data Sources SAP Delivered Data Sources Data sources delivered by SAP serve as the basis for the content of created data sources. Administrators can select data sources from a range of business areas for their own data sources. Combined Data Sources A combined data source is a type of data source that combines two or more data sources. The data sources of which the combined data source consists usually have a set of common characteristics but semantically different key figures. Depiction of a Combined Data Source You usually combine data sources when the data sources that you want to combine have the semantically similar characteristics but key figures that are unique to each data source. Alternatively, you can combine data sources when the characteristics you require for a report are not available in one data source. When you build a report using a combined data source, all characteristic values are displayed along with any key figure values. Combined data sources are therefore useful if you want to filter large amounts of data in a report. The following example shows a result set of a combined data source , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Analytics

299 Example of a Result Set of a Combined Data Source Joined Data Sources A joined data source is a type of data source that contains characteristic values that match from the data sources to be joined along with any key figure values. You can have more than one join, that is, the characteristic that joins the data sources, in your joined data source. The more joins there are in a joined data source, the more restricted the data that is available for reports. When you build a report using a joined data source, characteristic values that match in the joined characteristics in the data sources are displayed along with values that are in the same row. Joined data sources are therefore useful if you want to restrict the amount of data available for a report. Depending on your business requirements, you can select from the following join types. Note that the anchor is displayed for both join types in the system but only affects the data in a joined data source that uses a left outer join. Inner Join An inner join is a join that selects only those characteristic values from the data sources to be joined that match in the joined data source field along with any key figure values. Characteristic values in the joined data source fields that do not appear in both data sources are excluded. Depiction of an Inner Join The following example shows a result set of a joined data source that uses an inner join. Business Analytics P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 299

300 Example of a Result Set of a Joined Data Source That Uses an Inner Join Left Outer Join A left outer join is a join that selects all characteristics values from the data source that is selected as the anchor and those characteristic values that match in the data sources that are added along with any key figure values. By default, the first data source that you select is the anchor. Depiction of a Left Outer Join Note that setting the anchor to a different data source affects the values available since the joined data source fields may also change. Depiction of an Anchor Change The following example shows a result set of a joined data source that uses a left outer join , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Analytics

301 Example of a Result Set of a Joined Data Source That Uses a Left Outer Join See Also Create and Edit a Combined Data Source [page 301] Create and Edit a Joined Data Source [page 302] Working with Reports Using the Report Wizard [page 288] Create and Edit a Combined Data Source Overview From the Design Data Sources work center view, administrators can create and edit combined data sources to suit business requirements and processes and use combined data sources for reporting. For information about the types of data sources, see Data Sources [page 298]. Procedure 1. In the Design Data Source work center view, from New, choose the Combined Data Source option. By default, the combined data source contains the Counter key figure. The Counter key figure counts the number of instances of a specified object. 2. On the New Combined Data Source screen, click Add Data Source. 3. On the Add Data Source dialog screen, select a data source from the dropdown list. You can then view which characteristics and key figures are available in the selected data source. The initial selections serve as a basis for the combined data source. The characteristics and key figures are then displayed in the Combined Data Source Fields column. Only data sources that have compatible access contexts can be added to the combined data source. For example, a data source can be added if the data source and the combined data source have a common access context. Data sources that have unrestricted as an access context can always be added. Thereby the number of available data sources to be combined may be reduced. Business Analytics P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 301

302 4. Select one or more additional data sources for the combined data source and add the data sources accordingly. When you add data sources to the combined data source, the system checks whether the characteristics and key figures in the additional data sources are also available in the data source that you selected as a basis for the combined data source. If the characteristic or key figure is already available in the combined data source, the system maps the characteristic or key figure and positions the characteristic or key figure in the same row across all data sources. If the characteristic or key figure is not already available in the combined data source, the system adds the characteristic or key figure to the combined data source. Other Functions Remove Data Source The Remove Data Source dialog screen appears, showing the data sources that you have added. You can remove data sources by clicking the relevant checkbox. Add Row Adds a row to be defined by you. Once you have added a characteristic or key figure, the system adds the characteristic or key figure to the relevant field type group. Remove Row Deletes the selected row. Note that the selected characteristic or key figure is only removed from the combined data source. Check Mapping Checks whether characteristics and key figures semantically match in the selected data sources. Note you can change the mapping. It is not necessary characteristics have the same name, but they must match semantically. For example, in your company, sales units and cost centers are one and the same. Result The combined data source is available for reporting. You can create reports using data from the combined data source. For information about creating reports, see Working with Reports Using the Report Wizard [page 288] Create and Edit a Joined Data Source Overview From the Design Data Sources work center view, administrators can create and edit joined data sources to suit business requirements and processes and use joined data sources for reporting. For information about the types of data sources, see Data Sources [page 298]. Procedure 1. In the Design Data Source work center view, from New, choose the Joined Data Source option. By default, the joined data source contains the Counter key figure. The Counter key figure counts the number of instances of a specified object , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Analytics

303 2. On the New Joined Data Source screen, click Add Data Source. Note that a maximum of 5 data sources can be joined. 3. On the Add Data Source dialog screen, select a data source from the dropdown list. You can then view which characteristics and key figures are available in the selected data source. The initial selections serve as a basis for the joined data source. The characteristics and key figures are then displayed in the Joined Data Source Fields column. 4. Select one or more additional data sources for the joined data source and add the data sources accordingly. When you add data sources to the joined data source, the system checks whether the characteristics and key figures in the additional data sources are also available in the data source that you selected as a basis for the joined data source. If the characteristic or key figure is already available in the joined data source, the system positions the characteristic or key figure in the same row across all data sources. If the characteristic or key figure is not already available in the joined data source, the system adds the characteristic or key figure to the joined data source. Note that if the characteristic is already available in the data source that is the anchor, the system creates a join. The more joins there are in a joined data source, the more restricted the data that is available for reports. Other Functions Remove Data Source The Remove Data Source dialog screen appears, showing the data sources that you have added. You can remove data sources by clicking the relevant checkbox. Add Row Adds a row to be defined by you. Once you have added a characteristic or key figure, the system adds the characteristic or key figure to the relevant field type group. Remove Row Deletes the selected row. Note that the selected characteristic or key figure is only removed from the joined data source. Check Checks whether the joined data source is consistent. Set Anchor Sets the anchor to the selected data source. The data source that is the anchor is the basis for any joins. Depending on the type of join, changing the anchor to a different data source can change the joined data source fields. Set Access Context Sets the access context to the access context of the selected data source. Result The joined data source is available for reporting. You can create reports using data from the joined data source. For information about creating reports, see Working with Reports Using the Report Wizard [page 288]. By default, all fields in the joined data source are visible. Note that you can further influence the visibility of characteristics and key figures. Under Personalize This Screen, you can add the Visibility column to the table. Business Analytics P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 303

304 Value Visible for End User Personalization Visible for Report Modeling Always Hidden Description Business users can add characteristics along with their attributes as well as key figures when working with reports in a Web browser using Add Fields. Only administrators can view characteristics along with their attributes as well as key figures. Characteristics and key figures for which this value is set are visible in the Report Wizard guided activity and when working with the report in a Web browser. Fields are not visible when creating or working with reports. This value is useful if you have a field in a joined data source that is only used to join two data sources; you are not interested in the actual data. See Also Add a Field to a Report [page 419] Add an Extension Field to Data Sources and Reports Overview Administrators can add an extension field to a data source that is based on the same business context as the extension field. You can then add the field to any reports based on the data source. The following table shows whether an extension field can be used as a key figure or characteristic. Analytics Usage for Extension Fields Extension Field Type Amount Date Decimal Number Address Indicator List Text Time Quantity Web Address Analytics Usage Key Figure Characteristic Key Figure Characteristic Characteristic Characteristic Characteristic Characteristic Key Figure Characteristic Prerequisites You are an administrator and are assigned to the Business Analytics work center. You have created an extension field in the relevant business context. Since data in data sources might contain data from multiple business contexts, you may want to add the same extension field to screens in additional business contexts , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Analytics

305 For example, you have created an extension field as a characteristic in the Customer Return - General Information business context and want to add this extension field to the Customer Returns data source. Since this data source contains data from sales orders, the Sales Order - General Information business context is also available as an additional business context. To avoid reporting twice on the same business data, add the extension field as a characteristic in the relevant additional business context. If you were to create an another field with the same business logic in the Sales Order - General Information business context, and also add this field to the data source, two separate fields as characteristics appear in the data source. Procedure 1. Navigate to a screen on which the extension field is available and select Enter Adaptation Mode from the Adapt menu. In adaptation mode, select Edit Screen from the Adapt menu. 2. In the adaptation panel, under Extension Fields, select the extension field from the list and, under Field Properties, click the Further Usage link. 3. On the Data Sources and Reports tab, you can view all data sources available for the business context in which you created the field. When you select a data source, all reports based on that data source are displayed in the lower table. Additional business contexts are listed on the Additional Business Context tab. 4. To add the field to a data source, select the data source and click Add Field. 5. You have the following options: To add the field to an existing report based on this data source, select the report from the lower table and click Add Field. The report opens in an administrator mode. In the Add Fields dialog box, select the Display in Report checkbox next to the extension field. Characteristics are added to the report under Not Currently Shown and key figures are available under Columns. Click OK and close the report without saving. The field will be available to all business users when they next access the report. Note that if you want to make further changes to the report, such as changing the layout, you need to create a new report view. For more information, see Working with Reports in a Web Browser [page 391]. To create a new report based on the data source, navigate to the Business Analytics work center, Design Reports view and create a new report that uses this extension field. For more information, see the Design Reports Quick Guide [page 286]. If an error occurs while adding the extension field to the data source, the Field Status column displays a red icon. Click Repair to fix the error. Result The extension field as a characteristic is added to the data source or report. The extension field as a key figure is only added to the data source or report if the aggregation of the extension field as a key figure and of the data source or report match. For more information about extension fields as key figures, see here [page 308]. Business Analytics P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 305

306 Key Figures Design Key Figures Quick Guide In the Design Key Figures work center view, administrators have an overview of calculated and restricted key figures and key figure structures available in data sources. You can access the Design Key Figures view from the Business Analytics and/or Administrator work center. Business Background An overview of calculated and restricted key figures in the system enables administrators to determine which data sources suit the business requirements for reports. It also enables administrators to determine whether they need to create any restricted or calculated key figures. For more information, see Overview of Analytics [page 386]. Tasks Create and Edit a Key Figure For more information about this task, see here [page 306] Create and Edit a Key Figure Overview You can create your own calculated and restricted key figures for use in reports. You can access this task from one of the following: Under Common Tasks From the Design Reports work center view, in the Select Key Figures step of the Report Wizard From the Design Key Figures work center view You do not have to complete all steps in the New Key Figure task: only the first two steps are mandatory. This is indicated by an asterisk (*). You can create a key figure by entering a name, selecting a data source, defining a restriction or calculation, and clicking Finish. Procedure 1. Define Key Figure and Select Data Source , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Analytics

307 We recommend providing a name and description for the key figure so that the business user can identify its use in reports. Select a data source from which the key figure is to be selected. Note that if you have navigated to this activity from the Report Wizard, the data source is prefilled with the selection you made. Depending on the type of key figure you want to create, make the appropriate selection. 2. Restrict/Calculate Key Figure Create a Restricted Key Figure A restricted key figure is a key figure that is restricted to a specified characteristic value. For the key figure you have selected to restrict, make settings for the relevant characteristics. Different restriction settings are available depending on the restriction type you choose for the selected characteristic. The following restriction types are available: Variable Restricts the selected characteristic using the variable you have specified. Restriction Setting Variable Name Hierarchy Selection Type Description You must select the variable with which the specified characteristic can be restricted. For the specified variable, you can choose if hierarchy values are available using the More option to the left the variable entry field on the variables screen. If you have decided that hierarchy value can be displayed, you can choose whether single or multiple hierarchy nodes can be selected. If you choose no hierarchy, the following options are available for value selections: Any Selection Interval Multiple Values Single Value Mandatory Default Value You can choose whether the business user has to make a value selection for the specified variable You can make default value selections using variables that business users can change. Fixed Restricts the selected characteristic to a fixed value selection. You make fixed restrictions using the Restriction field. Create a Calculated Key Figure A calculated key figure is a key figure that is determined using calculation rules or formulas. You can create a calculated key figure derived from existing key figures in the data source you have selected. For example, you can create a formula to determine the number of customers for which zero activity has been recorded: EQ(Number of Customers, 0) 3. Properties For more information, see Formulas [page 425]. This is only an optional step for advanced business cases. For information about the functions available in this step, see the following: Local Calculation [page 431] Conversion [page 432] Cumulate Business Analytics P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 307

308 You can use this function to cumulate the individual cells in an area. The first value is added to the second value, and the result is added to the third value, and so on. In columns, cells are cumulated from top to bottom. In rows, cells are cumulated from left to right. With blocks of single values, that is, a drilldown in both the rows and the columns, values are cumulated from top to bottom and from left to right. Exception Aggregation [page 430] The following table provides some examples of when you could use exception aggregation. Use Case How to Define Result You want to display, for example, the minimum, maximum, or average net value by product. You want to know how many customers you have. Key Figure: Net Value Minimum Net Value by Product Exception Aggregation: Minimum Characteristic: Product Key Figure: Count Number of Customers Exception Aggregation: Total Characteristic: Customer 4. Review the Key Figure If you need to make any changes, you can go back to one of the previous steps. Result The calculated or restricted key figure is available for reporting. See Also Aggregation [page 429] Working with Reports Using the Report Wizard [page 288] Extension Fields as Key Figures Overview On the Data Sources and Reports tab of the Further Usage screen, you may not have any data sources or reports when you want to add an extension field as a key figure to data sources. The system only allows you to add an extension field as a key figure to a data source and to corresponding reports when the aggregation of the key figure and data source match. The system thereby prevents incorrect results from being displayed in reports. Hypothetical Example The following example shows why the system does not allow you to add key figures to every report. While in adaptation mode, you add the Freight Cost field to the sales order. Freight costs are due for the entire sales order and not for individual sales order items. For Analytics usage, this extension field is a key figure since it displays an amount with a currency. You now want to add the key figure to a report. The first table shows what would be the expected result (1100 EUR) , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Analytics

309 The second table shows what would be the actual result (3300 EUR). The reason why the actual result would be 3300 EUR is because the aggregation of the key figure and that of the report are different. Since you added the key figure to the sales order, it is aggregated on header level. The report is aggregated on item level. If the system were to allow you to add the key figure to the report, the system would aggregate the results for the Freight Cost key figure on item level. The result is that the key figure would be aggregated incorrectly. Hypothetical example of incorrect aggregation Key Figure Settings Overview When you work with reports in a Web browser, you can make a range of key figure settings, such as how key figures are sorted. To make settings, from Settings, choose the Key Figures option. General Settings On the General tab page, you can make settings that are applicable to key figures displayed in the report. Sorting You can sort values in the report by a specified key figure in either ascending or descending order. From the Sort By dropdown list, choose the key figure. From the Sort Order dropdown list, choose either Ascending or Descending. Sign Use this function to specify how to display negative values that appear in your results. The following options are available: Minus Sign Before Value Minus Sign After Value Value in Parentheses Display Currency - Conversion Date: Today You can display the currency in your results in a different currency. The default conversion date is the current date (Today). The most recent conversation rate is used. Business Analytics P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 309

310 The display currency you set using this key figure setting overrides the display currency set using the Display Currency variable. Zero Suppression You can suppress columns or rows that contain zeros in your report. By default, zeros are displayed. The following options are available: Do Not Suppress Rows or columns with zeros are displayed. Suppress When All Values Equal Zero For key figures, columns or rows containing zero values are not displayed. Suppress When All Results Equal Zero Result rows or result columns containing zero values are not displayed. By default, the Apply Suppression to Key Figure Group indicator is selected. Show Zeros The following options are available for displaying zeros: With Currency/Unit Zeros are displayed with their respective currency or unit (for example, 0.00 EUR). This is the default setting. Custom String When you select Custom String, an additional input field appears, in which you can enter how you want zeros to be displayed Without Currency/Unit Zeros are displayed without a currency or unit entry, that is, Do Not Show Cells containing a zero value are empty. Specific Settings On the Specific tab page, you can make settings that are applicable to all key figures available for the report. Scale Use the dropdown list to set a scaling factor of 1 to ten billion (10,000,000,000). As a result, the scaling factor is displayed in the column header for the key figure in the report. If you set a scaling factor of 1,000, the value 3,000 is shown in the report as 3. Decimal Places You use this dropdown list to specify the number of decimal places to be displayed, from 0 to 9. Reverse Sign By selecting the Reverse Sign indicator for a specified key figure, the value in the report is displayed accordingly , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Analytics

311 In some areas (for example, financial management), you may want to select whether the sign for a key figure should be reversed. For example, you have a report based on receipts and expenditure. According to accountancy logic, income is displayed with a negative sign and expenses are shown with positive sign. Adding these values produces the profit. Under certain circumstances, for example if income is to be displayed from a managerial point of view, it may be advisable to circumvent accountancy logic and display the report income with a positive sign. See Also Working with Reports in a Web Browser [page 391] Working with Reports and Plans in Microsoft Excel [page 396] Conditions [page 422] Exceptions [page 424] Assign a Report Overview As an administrator, after you have created a report, you can assign it to work centers and work center views, making it available to business users. Procedure 1. From the Design Reports work center view, select the relevant report with the status Unassigned. 2. Click Assign. 3. Note that the system checks whether the access context of the report and the access context of the work center view conflict. The Conflict column indicates whether a conflict exists. A check mark indicates that the access contexts match. An exclamation mark indicates that the access contexts conflict. If you want to assign reports to work center view regardless of conflicting access rights, you must make changes to your fine tuning in the Business Configuration work center using the optional activity Administrator Analytics Settings. For more information, see Configuration: Administrator Analytics - Settings. For reports, the system assigns the report categories from the underlying data source to the report. You can change the report category assignment by selecting the corresponding work center view and making changes to the report category assignment in list. 4. For reports, select the report categories by which the report can be grouped in the Reports work center view. Some delivered content has the Hidden status by default. For example, reports that are only displayed as embedded reports. If you want to have the report displayed in the Reports work center view, deselect the Hide in Reports View indicator. Business Analytics P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 311

312 Result The report is available to business users who have been assigned to the work center views. When you assign Microsoft Excel -based reports, that is, workbooks, ensure that the reports embedded in the workbook are also assigned to the same work centers and work center views as the workbook to ensure that business users can view all reports embedded in the workbook. For each embedded report, note the report name and ID in the Report Name dropdown list of the workbook header and compare its assignment against the reports used in the workbook. For example, the administrator has assigned a Microsoft Excel-based report, that is, a workbook, to a work center view. The workbook is available to all users assigned to that work center view. A user executes the workbook but receives an error message, stating that she/he is not authorized to execute a report. The user received this error message because the report is not assigned to the same work center view as the workbook Monitoring Quick Guide The Monitoring work center view enables administrators to monitor data sources that have been exposed for data replication to an external SAP NetWeaver Business Warehouse (BW) system. You can access the Monitoring view from the Business Analytics work center. Exposing data sources for data replication to an external SAP NetWeaver BW system is useful, for example, when a parent company, which runs an SAP ERP system, wants to create and run reports on the data gathered from its subsidiary companies, which run the solution. The data from data sources in the solution is replication to the SAP Netweaver BW system of the parent company. Tasks Expose Data Sources in the Design Data Sources Work Center View In the Design Data Sources work center view, administrators can expose or not expose data sources for data replication accordingly. To expose or hide data sources for data replication, click Expose and choose the relevant entry. For data sources that you expose, ensure that you also expose data sources that contain master data that is referenced by the selected data source. You can find a list of any referenced data sources for the data source to be exposed under Details on the Referenced Data Sources tab page. Monitor the Replication of Data of Exposed Data Sources You can monitor the status of the data replication runs from the SAP NetWeaver BW system against data sources that are exposed in the solution. When the SAP NetWeaver BW administrator initiates a data replication run against the exposed data sources in the solution, the solution system creates an entry in the table of the Monitoring work center view , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Analytics

313 For example, the SAP NetWeaver BW administrator previews data of a DataSource in the SAP NetWeaver BW system by clicking Read Preview Data on the Preview tab page of a DataSource. The solution system creates an entry accordingly. Note that the system not does recognize the SAP NetWeaver BW administrator as the creator of the replication run in the Replicated By field, but rather the technical user that is created for the communication arrangement that is used to communicate with the SAP NetWeaver BW system. When you monitor the status of replication runs against data sources that are exposed in the solution, the following statuses are possible: Status OK Open Errors Description The run is successful. The run is not yet complete. The run cannot be completed. You can check the log of the run by selecting the relevant entry and clicking Details. Possible reasons for errors are: The relevant data source is no longer exposed. Check in the Design Data Sources work center view if the data source is still exposed. The SAP NetWeaver BW administrator stopped the run. A technical error has occurred either in the SAP NetWeaver BW system. The fune-tune activity for the function is no longer in scope for the solution. See Also Design Data Sources Quick Guide [page 286] Integrating Analytics with an SAP NetWeaver Business Warehouse System Upload and Download an Object Overview You can upload from and download to a source, such as your computer or an external storage device. You can upload and download objects that you have created, such as data sources, key figures, and reports. Depending on your solution, you can access this function from the Common Tasks of the Business Analytics and/or Administrator work center. Download an Object You can download objects that you have created from your system to a source. Steps 1. Choose the Download screen. 2. From the Object Type dropdown list, select the object type to be downloaded. Business Analytics P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 313

314 3. In the Name field, click the value selection help to select the relevant object. Note that objects that relate to the object to be downloaded are also downloaded. For example, you created a data source and built a report using the data source. When you download the data source, the report is also downloaded. 4. Click Download. 5. Select a location to which the object and any related objects are to be downloaded. 6. Enter a name for the file. Note that the system only creates one file for each object type. Upload an Object You can upload objects that you have created from a source to your system. Note that you can also delete objects that you have uploaded on the Delete Upload screen. Steps 1. Choose the Upload screen. 2. Click Upload Object. 3. Select the file that contains the object and any related objects to be uploaded. 4. To save the objects and make them available in the system, click Save. Result The object and any related objects are available in the system. You can view the objects in the Design Data Sources and Design Reports work center views. For more information about the functions available in the Design Data Sources work center view, see here [page 297]. For more information about the functions available in the Design Reports work center view, see here [page 286] , 2012, 2013 SAP AG. All rights reserved. P U B L I C Business Analytics

315 12 Sales: Business Tasks and Workflow 12.1 About Business Task Management Notifications can be sent to a user to inform him or her of preceding process steps which have been carried out in the system or special milestones that have been reached in a business process. Neither the user nor the system has to perform any activity to keep the business process running. Notifications always appear under Notifications. If notifications are acknowledged by the user, they are removed from Notifications. If the user does not acknowledge them, they expire after a specified amount of time. During the fine-tuning phase of your First Implementation Project, you can configure Business Task Management in the Activity List to send notifications at certain milestones, such as for aging leads and stalled opportunities Notification Lead Aging Overview If a lead remains too long in a certain phase, then it is said to be aging. In this case, the system notifies the manager of the sales representative who is responsible for the lead. This type of notification has priority high as a default. A notification of this type expires automatically 14 days after it has been created. Relevance The relevant sales manager receives this notification under Notifications. Response Since this notification is used for information purposes only, no further action is required Notification Opportunity Stalled Overview If an opportunity remains too long in a certain phase, then it is said to be stalled. In this case, the system notifies the manager of the sales representative who is responsible for the opportunity. Sales: Business Tasks and Workflow P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 315

316 This type of notification has priority high as a default. A notification of this type expires automatically 14 days after it has been created. Relevance The relevant sales manager receives this notification under Notifications. Response Since this notification is used for information purposes only, no further action is required Quick Guide for Approval Processes In the Approval Processes work center view, administrators can create and edit approval processes to suit business requirements. You can access the Approval Processes work center view from the Application and User Management work center under Task Distribution. Business Background By default, the approval process related to a business document in the solution always consists of one step. However, business processes may require more than one approval step in the approval process. For example, a sales order for building materials requires approval by both an architect and a stress analyst before the sales order can be released. You may require that conditions be incorporated into the approval processes, such as the amount that an approver is allowed to approve. You may also require the approval of a specified employee, such as a controller if a shopping cart contains items for which a payment card is used. For more information, see Approval Processes. For more information about approval rules in purchasing, see, Approval Rules in Purchasing Tasks Monitor Approval Processes You can view and monitor approval processes. From the Show dropdown list, the following options are available: Value All Processes Active Processes Description Shows all approval processes available in the system, including all default approval processes. Shows approval processes for which the validity period has not expired , 2012, 2013 SAP AG. All rights reserved. P U B L I C Sales: Business Tasks and Workflow

317 Value Inactive Processes Expired Processes with Open Approval Tasks Active and Scheduled Processes Description Shows approval processes for which the validity period has expired and approval processes that have the Draft status. Shows approval processes that have expired with approval tasks that were not processed during the validity period of the approval process. Shows active approval processes and approval processes for which the validity period is in the future. You can also group approval processes by the related business document. Create and Edit an Approval Process For more information, see here. Edit the Validity of an Approval Process 1. Select the approval process of the related business document which you want to edit validity periods. Note that the approval process must have the status Draft, Active, or Scheduled. 2. Click Edit Validity. All approval processes corresponding to a related business document that have not expired are displayed. 3. Specify validity periods and the corresponding time zones for one or more approval processes. Note that you can make the validity period of an approval process unlimited by entering and 23:59 in the Validity To Date field. Show Open Approval Tasks For approval processes that have the Active status and that have the Ended with Open Approval Tasks status, you can view open approval tasks by clicking Show Open Approval Tasks. Delete an Approval Process Note that you can only delete approval processes that have the Draft status. Note that for approval processes that have the Scheduled status, you can delete such approval processes by deleting the validity period; the status of the approval process then changes to Draft. To delete the validity period, click Edit Validity, remove the validity period, and then delete the approval process. Sales: Business Tasks and Workflow P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 317

318 13 Mobile Devices 13.1 About Mobile Device Administration There are two categories of devices for Administrators: ipad There are currently two native apps for ipad: Cloud for Customer and Customer Insight. Cloud for Customer for ipad Uses the same layout information as the browser-based interface, and only requires configuration by the system administrator to enable offline mode. For more information see Enabling ipad Offline Mode [page 322]. Customer Insight for ipad As an administrator, you can configure which tiles/reports appear for user. Can also create custom reports. For more information see: Adding Reports to SAP Customer Insight [page 256] SAP Customer Insight Report Patterns [page 319] Smartphones As an administrator, you must configure extension fields specifically for smartphone apps. For more information see: Extension Fields Quick Guide Adding Extension Fields to Smartphones [page 321] 13.2 Adding Custom Reports to SAP Customer Insight Overview As an administrator, you can create custom reports for use on the SAP Customer Insight mobile app for ipad. Prerequisites You are familiar with working in Adaptation Mode, as described in the Administrator Adaptation Quick Guide [page 244]. You have created one or more custom reports as described in Working with Reports Using the Report Wizard [page 288]. Be sure to save at least one named selection as described in Working with Selections [page 405] If you want your custom report to have a specific visual representation on the SAP Customer Insight home screen, then ensure that your report conforms to one of the available patterns described in SAP Customer Insight Report Patterns [page 319] , 2012, 2013 SAP AG. All rights reserved. P U B L I C Mobile Devices

319 There are two important limitations to consider when creating reports for display on the ipad: 1. Total data size returned by the report should be 4MB or less for display on the original ipad, and 8MB or less for display on the ipad 2 or newer. This is a limitation of the device hardware. Export the report to Microsoft Excel and check file size to verify your report meets this limitation. 2. Reports should be limited to a maximum of 15 rows by 15 columns for best results when rendering graphs on the ipad. Procedure 1. On the browser, go to the SAP Cloud for Customer home page. 2. Choose the Settings icon (sprocket), then choose Adapt. 3. Select the role to which you are adding custom reports 4. Choose Settings Edit. 5. Select Reports. 6. Select the Add to Role option for the desired reports. 7. Toggle the Hide/Show option as desired. If a report is hidden, it is not displayed on the home screen, but is available for the user to add via personalization. 8. Choose Publish. 9. Choose whether you want to update only the tiles you have changed, or to update all tiles. Your changes overwrite personalization settings for every user assigned to the selected role. 10. Confirm the publish options by choosing Publish on the Publish Changes dialog. 11. Preview how the changes will appear on the Customer Insight ipad app by choosing Settings Preview SAP Customer Insight. 12. To finish and exit adaptation mode, choose Settings Leave Adaptation Mode SAP Customer Insight Report Patterns Overview The appearance of custom reports on the SAP Customer Insight home page is determined by the structure of the report. Four tile patterns are available for custom reports. The system uses the tile that most closely matches the structure of the report view you assign to the SAP Customer Insight workset. If a report view does not match any of the available tile patterns, then the tile shows a scaled image of the chart type selected for that report view. Patterns for Custom Reports Each pattern corresponds to a different tile appearance on the SAP Customer Insight home page. The structure of the report view you assign to the SAP Customer Insight workset determines which tile type appears on the SAP Customer Insight mobile app for ipad. If your custom report conforms to more than one pattern, the user will be able to choose a preferred visual representation. Mobile Devices P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 319

320 Pattern 1 The system applies this pattern to report views with one key figure. The key figure header appears as text at the lower right of the tile. Tile appearance for report pattern 1 Pattern 2 The system uses this tile pattern for report views with two key figures. For best appearance, you should format the first key figure as a percentage. The key figure header appears as text at the lower right of the tile. Tile appearance for report pattern 2 Pattern 3 The system applies this pattern to report views with one key figure (without a total) and one characteristic. This pattern shows the top key figure values , 2012, 2013 SAP AG. All rights reserved. P U B L I C Mobile Devices

321 Tile appearance for report pattern 3 Pattern 4 The system applies pattern four to reports similar to reports represented by pattern 3 (one key figure and one characteristic), which also include a result. Tile appearance for report pattern 4 See Also Adding Custom Reports to SAP Customer Insight [page 256] 13.4 Adding Extension Fields to Smartphones You must be assigned to the work center view upon which the mobile floorplan is based. To add an extension field to a mobile floorplan, proceed as follows: Mobile Devices P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 321

322 Procedure 1. Log on to the administrator interface. 2. Delete the Microsoft Silverlight cache on your local computer. For more information about how to delete the cache, see the Microsoft Silverlight product documentation. 3. In the browser window, add the parameter &sapbyd-agent=mobile to the system URL after root.uiccwoc as shown below, and refresh the page. StartPage.html?app.component=/SAP_BYD_UI_CT/Main/root.uiccwoc&sapbydagent=mobile&rootWindow=X&redirectUrl=/sap/byd/runtime 4. If prompted, log on to the system again. You should now see the mobile floorplans for your assigned work center views. 5. Open the screen to which you want to add the extension field. 6. Choose Adapt Enter Adaptation Mode. 7. Choose Adapt Edit Screen. The adaptation panel opens on the right side of the screen. 8. Click on the Extension Fields pane of the adaptation panel. A list of screen sections to which extension fields can be added is displayed. 9. Select the Visible checkbox next to the extension field to make it visible on the current screen. 10. Save and publish your changes. See Also Extension Fields Quick Guide 13.5 Enabling ipad Offline Mode Overview Use this procedure to enable users of the SAP Cloud for Customer for ipad app to view data stored on the device when a network connection is not available. Enable offline mode by assigning the ipad Offline workcenter to users. Enable a group of users by assigning the workcenter to a role. For more information see Business Roles Quick Guide [page 110]. Procedure 1. Go to Administrator General Settings, then choose Business Users. 2. Select the user you want to edit. 3. Select Edit Access Rights. 4. Select the checkbox to assign the IPAD OFFLINE workcenter to the user , 2012, 2013 SAP AG. All rights reserved. P U B L I C Mobile Devices

323 5. Select Actions Check Access Rights Consistency, then save and close. Users must provide an additional password for offline data encryption and perform an initial synchronization of data before using offline mode. Mobile Devices P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 323

324 14 Mass Data Maintenance Overview With the Mass Data Maintenance work center you can correct some details of your business data on a large scale. The maintenance process is divided into three steps, during which you export, change, and import your data. This allows you to update a large amount of data in your SAP solution. Exporting Data 1. In the Export Data to Local File area, click the link of the data you want to export from the solution. A new window opens. 2. Enter the selection criteria for the data you want to export. You can add criteria to the standard selection by clicking Additional Fields. 3. Click Go. The system returns the data, based on your selection criteria, in a table. If you want to select data for another data sheet, select the relevant tab and continue the process from there. By default, all the columns are included in the export. However, you can select Skip Export for any column you do not want to include in the export. You can do this on every tab in the table. If you click Skip All for Export, only the key and technical ID fields remain visible. You can select those fields you would like to export afterwards. Click Select All for Export to see all the fields in the table again. 4. After you made your selection, click Export Data to CSV File. The selected data is downloaded to your local machine. Changing Data On your machine, open the CSV file you downloaded and make any changes you require. After you have made your changes, save the CSV file again on your machine. Importing Data 1. In the Update Data from Local File area, click the link of the data you want to import into the solution. A new window opens. 2. Select your data file and continue upload. 3. During the upload your data are validated. In case of incorrect formatting, missing data, or unexpected content, you are directed to the Validate Data screen. Here, every cell containing an error is highlighted. Select the highlighted cell and follow the step-by-step process to correct the content. Click OK to return to the Update screen. You can rerun the data validation process several times. 4. Click Execute Data Import. You are notified about the success of the data update , 2012, 2013 SAP AG. All rights reserved. P U B L I C Mass Data Maintenance

325 Running very big data files may take some time. In the progress bar popup, select Run in Background to return to the Mass Data Maintenance work center. The Import Log shows details for the current update run. On the main screen you only see records that caused an error during the update. You can switch the layout by choosing Imported Records. File Overview: Files for Processing On the lower section of the screen, you see all the files that have been processed but not completed successfully. When you select the linked file name, you open the update process again. If you process a large data file in the background, you can refresh the screen to see the progress of the mass data update. You can see the results of the import linked in the Import Log column. To see the files that were imported successfully, use the Show filter and change the way the table is displayed. See Also For more information on the specific data object, see the related document under You Can Also Show Migration Object Documentation in the migration tool. Mass Data Maintenance P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 325

326 15 Appendix 15.1 Implementation Projects Scoping Overview In the SAP solution, scoping is the process of matching your individual business requirements to predefined solution capabilities using the business adaptation catalog. The catalog structures all available capabilities for the solution into a hierarchy of business areas, packages, topics, and options. SAP and its partners have already defined the technical system settings and the content needed to accommodate each element of the catalog and to support your requirements. This predefined content is based on industry-specific and country-specific best practices. During the scoping process, all of your decisions are stored in a unique solution proposal. This document is available when you have finished scoping and contains detailed information about your scoping selections. Prerequisites It is important to understand the dependencies that exist between the elements of the catalog and the constraints that are applied by the selections you make during scoping. Constraints and Dependencies Some elements of the catalog are mandatory. For example, if you select the Selling Products and Services business package, you will also need the Sales Order business topic, which provides the core functionality associated with the package. The system automatically selects this topic for you, reducing the number of manual selections you have to make. The Customer Returns topic, on the other hand, is optional. You have to decide whether you want to select this and implement the additional functionality. The catalog has built-in rules to ensure that all of the selections you make are logical and consistent, from a business and technical point of view. Thus, when you make a selection, the system makes the necessary additional selections or deselections automatically. For example, if you are a German customer and you select the GKR business option within the Local Chart of Accounts topic in the Financials area, the system automatically disables the IKR option, since you can use only one chart of accounts for local reporting within your company. Also, when you make a selection that creates a conflict, the system identifies the involved elements so that you can decide which selection to reverse. Default Settings The system has predefined content behind each catalog element. If you do not make an explicit selection for a specific element of the catalog, the system automatically uses default settings that are based on best practices for your industry and country. You can choose to accept these recommendations and skip straight to your scoping results, or you can adjust the preselections , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

327 Process Flow Scoping is relevant for prospects who want to learn more about the SAP solution or customers who want to define and adapt their solution as they work with it. Depending on what point you are at in evaluating or using the solution, there are different routes through which you can process your scoping. First Implementation Project When you want to begin evaluating the SAP solution, you carry out a scoping workshop with the assistance of an SAP or partner solution adviser. The solution adviser guides you through the process of defining the initial scope of your solution with the first implementation project. 1. You select the countries and the types of business in which your company operates. With this initial input, the system already begins to anticipate your requirements based on best practices for your country and industry. It is also possible to procure an implementation project template. This is a solution profile that contains scoping elements to suit specific requirements and business needs. 2. The system instantly preselects the relevant elements of the business adaptation catalog and the corresponding predefined content. 3. You review the scoping elements that the system preselected based on your country and type of business. You can accept these recommendations or you can adjust the preselections to determine which of the available capabilities you want to incorporate into your solution. Certain elements are mandatory for your scope and cannot be deselected. Built-in rules ensure that all selections you make are logical and consistent, from a business and technical point of view. Thus, when you make a selection, the system makes the necessary additional selections automatically. Also, when you make a selection that creates a conflict, the system identifies the involved elements so that you can decide which selection to reverse. 4. You answer scoping questions to make more detailed decisions about the capabilities of your solution. Most of the questions require only a simple Yes or No answer. Again, based on best practices, the system has preselected answers that you can accept or, where possible, adjust. Some answers are mandatory for your scope and cannot be changed. 5. You review your scoping results: Your Solution Proposal Executive Summary contains your company profile information and an overview of your scoping decisions. Your Solution Proposal is a comprehensive report containing your company profile information and the detailed results of your scoping session. Your Notes Summary is a summary of all of the notes you made during your scoping session. 6. You provide a description and a planned implementation timeline for your first implementation project. 7. Based on your scoping decisions, the system generates an activity list of the implementation and project management activities that you need to complete in order to go live. Once you have decided to purchase the solution, you can start working on these activities. Also, even after the activity list has been generated, you can review your scoping decisions and, if necessary, adjust your solution capabilities. For step-by-step instructions about defining the initial scope of your solution, see Prepare the First Implementation Project [page 337]. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 327

328 Catherine Kennedy-Wood, the CEO of Akron Heating Technologies, Inc., meets Laura Ellis, an SAP solution adviser, for the first time at a solution info day. During this meeting, Laura helps Catherine to define a company profile for Akron with basic contact information, and specify the countries and industries that Akron operates in. Laura schedules a scoping workshop with Catherine. A small group of Akron employees representing different areas of the company also attend the session. They begin by confirming the decisions that Catherine made about the country and business type. Next, Laura takes a few minutes to introduce the idea of the catalog to the group. She explains that the system has already determined and highlighted the relevant business areas, packages, and topics from the catalog, based on their country and business type. At this point, they review and verify these preselections, making some adjustments. When they have finalized the business areas, packages, and topics, they move on to the list of preselected business options. Laura explains that SAP has already defined the technical system settings that are needed to accommodate each business option. All that Catherine and her team have to do is review the preselected business options and answer the corresponding questions. To make things even easier, Laura informs the group that they can simply decide to accept SAP recommendations and skip straight to the results, without reviewing each individual business option. These recommendations are based on industry-specific best practices, developed from the knowledge and experience that SAP, along with its partners and customers, has acquired over the years. Catherine chooses to accept the recommendations. The results provide Catherine and her team with a summary of the decisions made to-date that can be used as the basis for an initial proposal. Change Projects After working with your solution for a period of time, if you need to adjust your scope to meet changing business requirements, you can create a change project. You prepare and implement a change project in a separate project area. This means that your business processes are not interrupted and that you can have several change projects in progress at once. It is important to note that your changes do not take affect until you merge them with your solution. Preparing a change project is similar to preparing your first implementation project. Just as in the first implementation project, the main part of preparing a change project is selecting scoping elements and reviewing scoping questions. In addition, you identify mandatory and optional activities for implementing your changes. You can make smaller changes without creating and implementing a change project. For more information, see Make Changes to Your SAP Solution [page 38]. 1. You select a change scenario that SAP has defined for typical business-driven changes, for example, adding a country. 2. You adjust the capabilities of your solution by selecting or deselecting scoping elements. Certain elements are mandatory for your scope and cannot be deselected. Built-in rules ensure that all selections you make are logical and consistent, from a business and technical point of view. Thus, when you make a selection, the system makes the necessary additional selections automatically. Also, when you make a selection that creates a conflict, the system identifies the involved elements so that you can decide which selection to reverse. 3. You answer the scoping questions for the adjustments you have made. Based on best practices, the system has preselected answers that you can accept or, where possible, adjust. Some answers are mandatory for your scope and cannot be changed , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

329 4. You review the summary of changes and provide a title, description, and planned implementation timeline for your change project. You also decide whether you want to include milestones and instructional activities in the activity list for your change project. 5. Based on your decisions, the system generates an activity list for your change project containing all mandatory activities that need to be completed in order to use your changes productively in your solution. For step-by-step instructions about changing the scope of your solution with a change project, see Prepare a Change Project [page 340]. Features As you perform scoping for the first implementation project or for a change project, you can: Add a requirement to a business area if you feel a particular business area is missing some functionality. Later, an SAP solution adviser or partner will go through the catalog with you to check if any other catalog items fill the gap. If not, SAP or partners can define and create the new catalog items and underlying content that you require. Attach a note to any element of the catalog regardless of whether it is in or out of scope. You may want to do this for various reasons, for example to discuss a specific business option with a colleague from a different area of your company. At the end of scoping, you can see a summary of all your notes and deal with them efficiently. Use the embedded decision-support tools and documentation to see how certain selections affect your solution and to ensure consistency across all business areas. For example, the system provides you with a short explanation of each element of the catalog. You can also access information about the implications and consequences of selecting each element. For business topics, the system displays an icon beside each topic to illustrate which of the following categories it belongs to: Master Data, Processes and Functions, Forms and Messages, or Reports. See Also Configuring Your SAP Solution [page 34] Implementing a Project First Implementation [page 329] Implementing a Project Change Projects Implementing a Project First Implementation Overview The implementation of your SAP solution includes all steps required for getting the system, the data, and the people in your company ready for Go Live. The Activity List is derived from the agreed solution scope and includes all activities the project team has to complete. The activities are structured by different project phases. Simple status and progress reporting per activity and phase enable you to easily track the progress of your project as you work through the activity list. Once you have finished scoping, you can begin to work with the Activity List in the Business Configuration work center. The Activity List is automatically generated by the system based on your scoping decisions, and it is divided into separate phases. It includes all mandatory implementation and project management activities that you need to complete before your solution can go live for the first time and be used in your production system Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 329

330 You have to complete the activities in each phase of the Activity List - instructional activities describe how you can complete them and what has to be done. In general you have to complete the phases in sequence, and within each phase you have to complete the activities in sequence. Activities When you open an activity, you can potentially be brought to a number of different places that support you in completing the associated task. This includes: Documentation instructional activities and most project management activities display documentation to explain what you need to do to complete the selected activity. These activities often involve completing tasks outside of the solution itself, for example, creating the project plan in SAP Go-Live Navigator or preparing for data migration. This style of activity can be found in each phase of the Activity List. A single screen with settings that are associated with one or more options and that can be configured for your solution. A guided activity that consists of multiple screens, each with settings that are associated with one or more options and that can be configured for your solution. A direct link to an application screen associated with a work center that is specific to the selected activity. An activity details screen this is a screen that displays a list of links. These links can bring you to Milestones documentation, fine-tuning screens, or application screens. It may not always be necessary to open each link and complete each task. On-screen explanations explain clearly where alternatives exist, for example, you can either migrate your legacy data using data entry or using a built-in migration tool. Various milestones are integrated in the activity list. These milestones are project activities that have to be checked and confirmed, as they provide you with guidance and allow you to track the status of your implementation. Prerequisites Exist Some activities are dependent on the completion of other activities. In some cases, you cannot proceed with an activity until another activity has been completed. In other cases, it is simply recommended that you complete an activity before proceeding with another activity. In the Activity List, you can see which activities are dependent in the Prerequisites Exist column. Repetition Required Some activities in the Activity List have to be repeated in other systems because the data in these activities cannot be copied automatically to another system. For example, if you maintain an activity in your test system, you must also repeat this activity in your production system. In the Activity List, you can see which activities have to be repeated in the Repetition Required column Prerequisites You have finished preparing your first implementation project. Process Flow 1. Prepare Phase The Prepare phase contains the entire preliminary activities project managers need to carry out to get your company ready to use the solution productively. The activities in this phase are mainly related to project management and include activities like reviewing the project plan, confirming the milestone that the design has been accepted and scoping has been completed, preparing for data migration, maintaining your administrators, and transferring knowledge to administrators. You can also create your own activities manually and add them to the Activity List. Confirming the milestone that the design has been accepted , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

331 deploys the relevant business content based on the scoping decisions, opens the other phases in the Activity List, and changes the status of the implementation project to Started. In this phase, the process is as follows: a. You prepare the project. The project manager sets up a project team for the targeted solution and ensures that adequate on-site facilities are available to them. The foundation of the SAP Solution Go Live project is established during the Prepare Project activity. By using complementary tools and accelerators that are related to project management, you can save significant time in setting up the project. At this stage in the project, the project manager has to set up the project organization and define the project schedule. To do this, you can use the Go-Live Navigator to accommodate the specific activities, owners, and project timeline. In addition, you can review and adapt other accelerators, such as a risk log, change management guide, and communication plan. At the end of the project preparation phase, project managers schedule and conduct a project kick-off workshop with key stakeholders and the entire project team. b. You verify scoping and confirm the milestone that the design has been accepted. You verify that the scoping that you completed before starting the project accurately reflects the full scope of the project. Any business decisions that are made drive the fine-tuning of your solution. After verifying scoping, you confirm the milestone that the design is accepted, indicating that you have finished defining your scope and preparing your project. Confirmation of the milestone triggers the deployment of the relevant business content to your test system and opens up the next phases of the Activity List. Before you confirm this milestone, we recommend that you complete the Verify Scoping activity and set it to Closed. You can confirm this milestone only once and you cannot reverse the confirmation. However, even after confirming this milestone, you can still edit the scope of your project. Confirmation of this milestone: Assumes a signed contract exists that provides the initial user (that is, the project manager) with the deployment authorization. Changes the status of the project to Started. Automatically sets the status of the milestone to Closed. Grants additional authorizations to the initial user, allowing him/her to define the administrators for the project team. c. You define the administrators for the project team. In addition to defining the administrators, the initial user (usually the project manager) also maintains the administrators as service agents in the system and provides them with the authorizations for the work centers and work center views that they need to use to perform their project tasks. The initial user also has to create a administrator for himself/herself. For compliance reasons, you have to lock the initial user after defining and maintaining the administrators. You can continue working in the project by using your administrator details. The service agent administrators should only be used for implementing the project. If the service agents are also employees in your company, you need to create additional users for them during migration and lock the service agent administrators after you go live. Ensure that at least one employee has unrestricted write access to the Business Users view in the Application and User Management work center. To define and maintain the administrators, follow the steps in the activity documentation, which appears when you click on the Define Administrators for Project Team activity in the Activity List. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 331

332 Before you start this activity, you have to confirm the milestone Design Accepted. d. You prepare your organizational structure setup. The preparation of the organizational structure setup is also part of the Prepare phase. Organizational Management (OM) is the central source of a company s organizational structure within the SAP solution. The OM contains the organizational structure for one or more companies and comprises organizational units or departments. Each organizational structure contains information on the legal, financial, reporting line (people management), and functional responsibilities in the company and provides a unified, graphical representation in the style of an organizational chart. The SAP solution references the organizational structure in all business processes, such as determining responsible approvers, available cost centers, and invoicing addresses. Therefore, establishing the organizational structure is mandatory and a prerequisite for all subsequent implementation activities related to fine-tuning, master data migration, and user management. All objects of the structure are time-dependent, meaning each organizational unit exists in the structure for a specified duration only. To prepare for the actual maintenance of your organizational setup in the Fine-Tune phase, you have to gather information about your company s organizational structure, including: Companies (legal entities) Business residences Departments located at business residences Departmental responsibilities for the scoped functionality Financial reporting structure, such as segment, cost centers, and profit centers Reporting lines including departmental managers e. You prepare data migration. During the Prepare phase, the project manager also starts to prepare for the Integrate and Extend phase by setting up the migration project team and giving authorizations for data migration to each user. The project manager also sets up the project schedule for data migration. Data migration allows you to prepare and move all data from existing legacy system(s) to your SAP solution. For example, this includes migration objects like products, services, and business partners, as well as transaction data specific to individual sales orders or financial postings. Some of these objects have dependencies and need to be imported in a defined sequence. The SAP solution provides a tool-supported migration approach that is based on migration templates. You need to extract the required data from your legacy system(s) into the migration templates provided by SAP. To prepare for the actual data extraction in the Fine-Tune phase, you can download migration templates and a migration schedule template directly from the Activity List. You can use the migration templates to understand which information can be migrated with the templates and which data structure is mandatory for data migration. The project schedule contains information on when to perform which migration activity in the overall migration process. To achieve a realistic timeframe for the overall migration process, you can adjust the predefined schedule according to your situation, resources, and data quality. In addition, you can also use a manual data entry option to enter test data or, if required, migration data. f. You transfer knowledge to administrators. Administrators learn about the solution by using the material in the solution. The content covers all of the features and functions the project team decided were relevant. In addition to learning, administrators plan how to train or transfer knowledge to the end users within the company. 2. Fine-Tune Phase , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

333 This phase organizes all mandatory configuration activities that you need to complete in a logical sequence. It allows you to tailor the solution to your specific needs before going live by checking predefined settings and entering additional settings for your selected scope. You can also add optional configuration activities to the Activity List. In this phase, you need to complete your company's organizational management structure and confirm the milestone that the solution is accepted, indicating the completion of the Fine-Tune phase. In this phase, the process is as follows: a. You prepare fine-tuning. While preparing for fine-tuning, all administrators review the learning module related to the Business Configuration work center, you assign all fine-tuning activities to the responsible administrators, and you include any optional activities that you also require in the Activity List. b. You perform the organizational structure setup for your company. You maintain the organizational structure of your company in the system in alignment with your preparation during the Prepare phase. You can create the organizational structure by dragging and dropping organizational units from the Org Unit pane into the Planning Area. Afterwards, to document the meaning of each organizational unit in your company, for each organizational unit you have to maintain: Operational properties These properties describe which function an organizational unit has in your company s business processes from a functional perspective. For example, an organizational unit represents the functional unit Customer Service. Structural properties These properties describe what the organizational unit represents in the structure of your company. For example, the organizational unit Procurement represents also a cost center and a reporting unit. Along with the organizational structure setup, you check and adapt the departmental responsibilities. For example, Purchasing Department A is responsible for direct materials purchasing, and Purchasing Department B processes only purchase requests related to indirect materials. By competing the Perform Organizational Structure Setup activity, you confirm that you have finished setting up your organizational structure. This is important for determining reporting lines, as well as the legal and financial aspects within your company. You can adjust your organizational structure as often as necessary until you compete the Confirm Go Live activity in the Go Live phase, as it simply helps you to track the progress of your project. c. You perform fine-tuning for each business area, and you confirm the milestone that the solution is accepted, indicating that fine-tuning is completed. Fine-tuning is the most important step in the Fine-Tune phase and it spans all mandatory configuration activities that have to be completed. Before going live, fine-tuning allows you to tailor the solution to the specific needs of your company by checking and adjusting the predefined settings of the elements selected during scoping this is known as performing mandatory checks. Fine-tuning also allows you to enter your own settings in cases where no predefined settings exist this is known as performing mandatory maintenance. Typical activities include setting up payment strategies in Sales and maintaining charts of accounts in Financial Management. By default, this phase only contains mandatory activities that must be completed before the solution can go live. However, you can add activities to your project by selecting a different option in the Show filter, selecting any activity not yet included in your project, and clicking Add to Project. By confirming the milestone Solution Accepted, you confirm that your fine-tuning settings have been tested properly and meet your business requirements. During your implementation project, you can adjust your fine-tuning settings as often as necessary, so you can cancel and reconfirm this milestone until you confirm the Confirm Go Live activity in the Go Live phase, as it simply helps you to track the progress of your project. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 333

334 d. You finalize forms, reports, user interfaces, and third-party integration requirements. If this is within the scope of your project, you review the requirements that have been documented in the Service Assessment Documents (SAD), complete the necessary specifications, provide SAP with the updated SAD together with any required clarification, and confirm the delivery date of the content with SAP. e. You perform data extraction. After completing all other mandatory activities in the Fine-Tune phase, you can trigger data extraction. As a first step, you have to complete development and test of the data extraction programs. Depending on whether you use the migration templates for tool-supported migration, you can perform data extraction as follows Tool-Supported Migration Based on Migration Templates The required data from your legacy system(s) is extracted in the migration templates provided by SAP. (See the substep You prepare data migration in the step for the Prepare phase above.) Tool-Supported Migration Without Migration Templates You provide the SAP Service Center with a full extract of the required data from your legacy system(s) together with source data field descriptions. The descriptions allow the SAP Service Center to implement customized mapping rules that fit your specific legacy data structures. 3. Integrate and Extend Phase This phase allows you to transfer your configured solution to your company to start using it productively. You do this by integrating with third party applications that already operate in your company, and moving your basic, master, and transaction data from your legacy system(s) to your new solution. You also decide which form, report, and user interface extensions you require to meet your company's specific needs. In this phase, the process is as follows: a. You migrate master data and maintain basic data. You migrate your data using the inherent migration tool (data migration self-service), or you decide on migration object level whether you want to enter the data manually instead. We recommend you use the inherent migration tool regardless of the size of the data volume that needs to be migrated. Before migrating all master data, you have to create all mandatory basic data in the new system. This data is required by different master data objects and comprises, for example, the bank directory, transport lanes, or tax authorities. After migrating the data, you cannot delete it from your SAP solution. Therefore you can perform any migration tests on a separate test system. For more information, see Request an Additional System. b. You adapt forms, reports, user interfaces, and third-party connectivity. You also have to decide on the extensions that you require for your company s specific needs. These extensions include form adaptation or creation, report modification or development, field extension and user interface adjustments, as well as adaptation of the built-in learning environment. During this activity, after mutually agreeing on the SAD: SAP performs the development or adaptation work required. Upon completion of this, the project manager is notified that the new content is ready to be deployed into the system. The project manager confirms this notification and the new content is deployed into the system. The administrators perform acceptance tests , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

335 4. Test Phase Depending on the acceptance test results, the new content is accepted or test incidents are provided to SAP. Any test incidents are reviewed and resolved, the updated content is deployed again, and you perform a final acceptance test. This phase contains activities that allow you to define test scenarios and guides, verify that your core business processes are running as desired, and transfer knowledge to end users before your solution goes live. You also need to confirm the milestone that go-live readiness is accepted, indicating that testing is completed, which changes the status of the implementation project to Tested. In this phase, the process is as follows: a. You prepare integration tests. Before performing any integration tests, you create the required documents, guidelines, and test plan. This includes scenario documents containing all processes, roles, and data required to test an end-toend business scenario according to your business requirements, test documents containing guidelines for specific business processes, and a finalized test plan incorporating project-specific information, assigned testers, and a plan for test execution. b. You transfer knowledge to end users. You have to ensure that all end users are properly trained before the solution goes live. In this activity, you provide clear instructions on accessing embedded learning, ensure learning materials are available for the core business processes, and upload any company-specific learning materials to the system. You can also allow end users to execute test guides during integration testing under the supervision of administrators. This enables end users to get hands-on experience of the system prior to Go Live. c. You perform integration tests. After the test plan is finalized and the test cases have been distributed, you perform the integration test according to the test schedule, and based on the scenario documents and guidelines. If the test results do not match the expected results, you document any deviations as incidents. Once all incidents have been reviewed and resolved or acceptable workarounds identified, and all test steps have been completed, you sign off the test document and change the status of this activity to Closed. d. You finalize the integration tests and confirm the milestone that go-live readiness is accepted, indicating that testing is completed. To finalize the integration tests, you verify that all test guides have been successfully completed, the test plan has been updated, and changes made in the test system have been merged into the production system. By confirming the milestone Go-Live Readiness Accepted, you confirm that your integration test has been completed successfully and you indicate you are ready to go live with your solution. During your project, you can continue testing, so you can also cancel and reconfirm this milestone as necessary, as it simply helps you to track the progress of your project. On confirming the milestone, the project status is set to Tested. Before confirming this milestone, we recommend that you confirm the milestone Solution Accepted and set it to Closed in the Fine-Tune phase. 5. Go Live Phase This phase includes the final activities that you must complete to enable your solution to be used productively in your company. Typical activities include preparing and performing cutover, setting up internal support teams, and confirming that you are ready to go live. At the end of this phase, all mandatory and outstanding configuration issues are resolved, legacy data is migrated to the production system, knowledge transfer is complete, and the project is signed off. The final activity confirms the implementation project is officially closed. The project status is set to Closed and the implementation project is set to read-only. In this phase, the process is as follows: Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 335

336 a. You prepare cutover. The Go Live phase starts with the preparation for the execution of the cutover activity. This includes steps related to the creation of the cutover plan and cutover schedule, while ensuring system, data, and people readiness. b. You request Go Live. By requesting Go Live and closing this activity, you trigger the Go Live Health Check service. This is a prerequisite for using the solution productively. The SAP support team verifies that you are ready to go live in terms of organization, business solution, technical infrastructure, and supportability. c. You perform cutover and Go Live. After setting up the internal support team and their responsibilities, you perform the cutover following all tasks outlined in the cutover schedule. Usually the cutover starts with the performance of the final operational transactions in your legacy system(s), the extraction of your latest master and transaction data, and the migration to the production system, and ends with the release of the production system to all administrators. d. You complete the activity for Go Live. In the activity for the Go Live confirmation, the activity guides you through setting your SAP solution live. During this activity, you check and verify that all activities in all five phases have the status Closed. You also verify that all mandatory activities in the Fine-Tune phase are fine-tuned and deployed. After completing this activity, your solution is live and ready for use. Completing this activity also informs SAP that you want to use your solution productively. You can still view all previous phases and activities, but you cannot make changes to them. You can complete this activity only once, and it cannot be revoked for the project. The project status is set to Completed and the phases Prepare, Fine-Tune, Integrate and Extend, and Test are set to read-only in the Activity List. At the end of the Go Live phase, you have resolved all mandatory and outstanding configuration issues, migrated all legacy data, and completed knowledge transfer. After going live with your first implementation project, there are two ways to change your solution. You can make small changes to a selection of configuration elements, or, for more complex changes, you can create change projects. For more information, see Make Changes to Your SAP Solution [page 38] and Prepare a Change Project [page 340]. e. You complete the activity to close the project. By completing this activity, you confirm that your project is officially closed. The status of the project is changed to Closed, and you cannot make any further changes to the project. You can complete this activity only once, and it cannot be revoked for the project. Before you complete this activity, you have to complete the activity Confirm Go Live and set it to Closed. After confirming this milestone, the Go Live phase is set to read only, and the entire project remains in read only mode in the Activity List. Before closing your project, you should consider executing the following activities: Issue internal and external go live announcements Inform your support team about open issues, the process for handling incidents, and the main contacts for important topics Receive official acceptance of the solution , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

337 See Also Configuring Your SAP Solution [page 34] Prepare Your First Implementation Project [page 337] Complete the Activity List [page 56] Prepare the First Implementation Project Overview When you want to begin evaluating the SAP solution, you can carry out a scoping workshop with the assistance of an SAP or partner solution adviser. The solution adviser guides you through the process of defining the scope of your first implementation project. You can return to this activity later to adapt the scope of your first implementation project as well. Prerequisites A system has been set up for you and your First Implementation project has been created automatically. Alternatives If you procured an implementation project template, you can apply this as the first step. If required, you can then further refine the scope of your solution by following the steps described below. For more information, see Implementation Project Template. Procedure 1. On the Implementation Projects view of the Business Configuration work center, select the First Implementation project and click Edit Project Scope. The Edit Project Scope guided activity is displayed. At any step of the guided activity, if you need to pause or postpone the process, you can click Save Draft to ensure that the decisions you have made are saved for when you resume your work. 2. On the Country and Type of Business step, review the countries and types of business for your solution. Based on best practices for the selected countries and types of business, the system preselects relevant scoping elements. a. To change the countries where you will run the solution, click Edit Countries. b. To change the types of business for which you want to run the solution, click Edit Type of Business. c. Click Next to continue. 3. On the Implementation Focus step, you indicate that you want to implement capabilities from the complete SAP solution. a. Select Complete Solution and click Select for Implementation. b. Click Next to continue. 4. On the Scoping step, select the capabilities that you want to incorporate into your solution. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 337

338 The solution capabilities are structured as a hierarchy of scoping elements: Business areas contain business packages, and business packages contain business topics. Based on best practices for your country and type of business, the system has preselected the relevant scoping elements. You can accept these recommendations or you can adjust the preselected content and determine which of the available features and functions you want to incorporate into your solution. Certain elements are mandatory for your scope and cannot be deselected; the corresponding checkboxes in the Select column are thus selected and grayed out. Add-on solutions procured in the SAP Store are added as capabilities and can be selected here in addition to the standard capabilities. The hierarchy has built-in rules to ensure that all selections you make are logical and consistent, from a business and technical point of view. Thus, when you make a selection, the system makes the necessary additional selections automatically. Also, when you make a selection that goes against the rules, a warning icon is displayed in the Conflict column next to each affected scoping element. For guidance on how to resolve the issue, you can select an element and review Dependency. To quickly identify all elements with conflicts, you can select Elements with Conflicts from the Show list. a. Open the first business area in the hierarchy. To expand the complete hierarchy of scoping elements, click Actions All. and select Expand For detailed background information about the business area, review Overview, Relevance, and Benefits. You cannot select or deselect the business area directly. Rather, the business area is selected automatically if at least one of its business packages is selected. For information about why the business area is selected or deselected, review Dependency. To add notes or additional requirements for the business area, use Your Notes. All notes and requirements are summarized in reports available from the Review step of the guided activity. b. Within the first business area, choose the business packages and topics that you want to include in your solution. To include a business package or topic in your solution, select the corresponding checkbox in the Select column. You must select a package before you can select any of its topics. For each business package and topic, review the information on Overview, Relevance, and Dependency. The information on Dependency changes based on the state of the scoping element. If it is possible to change the selection of the element, the tab lists a simulation of the system selections that would result. If it is not possible to change the selection of the element, the tab lists the elements that caused its current state. If the element is in conflict with other selections, the tab lists them so that you can decide which selections to reverse. To add notes and additional requirements for a business package or topic, use Your Notes. All notes and requirements are summarized in reports available from the Review step of the guided activity. For each business package and topic you can see the available add-on solutions on SAP Store. When you click on the link of the add-on solution in this tab, you are directed to the SAP Store. There you can procure the add-on solution. Once this is completed, the add-on solution is added to the list of solution capabilities, where you can select it. c. Repeat the steps above for each subsequent business area , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

339 d. Review the changes you made in this step of the guided activity as well as the changes made automatically by the system. Once you proceed to the next step, the history of changes will be cleared. Click Display Scope Changes. The recent changes are listed in descending order. To undo the last change, click Undo Last Scope Change. To redo the last change, click Redo Last Scope Change. e. Click Next to continue. 5. On the Questions step, answer the scoping questions to make more detailed decisions about the capabilities you want in your solution. You will find scoping questions at the business topic level. Based on best practices for your country and type of business, the system has preselected answers. You can accept these recommendations or, where possible, you can adjust the preselected answers. Some answers are mandatory for your scope and thus cannot be changed. To expand the complete hierarchy of scoping elements, click Actions and select Expand All. By default, the Show list is set to Decision-Relevant Elements; only scoping questions that you can answer are displayed. To filter the scoping questions differently, select another option from the Show list. a. Within the first business area, select a business topic that you are interested in. The related groups of scoping questions are displayed to the right. Each group initially displays the Not Reviewed status. b. Review the questions within each group and, if necessary, change the preselected Yes or No answers. When you change an answer, the status of the question group is automatically changed to Reviewed. If you do not change any preselected answers within a group, you can manually set the status of the group to Reviewed. To learn more about a question, review the information on Overview, Relevance, and Dependency. The information on Dependency changes based on the state of the scoping element. If it is possible to change the selection of the element, the tab lists a simulation of the system selections that would result. If it is not possible to change the selection of the element, the tab lists the elements that caused its current state. If the element is in conflict with other selections, the tab lists them so that you can decide which selections to reverse. To add notes and additional requirements for a business topic, use Your Notes. All notes and requirements are summarized in reports available from the Review step of the guided activity. c. Repeat the steps above for each subsequent business area. d. Review the changes you made in this step of the guided activity as well as the changes made automatically by the system. The history of changes will be cleared once you proceed to the next step. Click Display Scope Changes. The recent changes are listed in descending order. To undo the last change, click Undo Last Scope Change. To redo the last change, click Redo Last Scope Change. e. Click Next to continue. If you have not reviewed all decision-relevant questions, a window appears asking you to accept the preselected answers or to return to the questions that are not yet reviewed. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 339

340 6. On the Review step, review your scoping results and provide additional information about your first implementation project. a. Under Scoping Results, click the links provided to view the results of your scoping decisions. b. Under General Information, enter the Description for your first implementation project. c. Under Planned Implementation Timeline, select the Start Date and End Date for your first implementation project. d. Click Finish. 7. On the Confirmation step you have another chance to review your scoping results. Click Close to return to the Implementation Projects view and start implementing you project. Result Based on your scoping decisions, the system generates an activity list of the implementation and project management activities that you need to perform in order to go live. You can start working on the activities in the Prepare phase of the activity list. For more information, see Complete the Activity List First Implementation [page 56]. Your scoping decisions are initially deployed when you complete the Confirm Milestone: Design Accepted activity in the Prepare phase of the activity list. After confirming this milestone, if you return to the Edit Project Scope guided activity and make any scoping changes, the changes are deployed only once you click Finish again. Also, any scoping changes you make may affect the organizational structure. Therefore, you should always check the consistency of the organizational structure, which you can access from the Perform Organizational Structure Setup activity in the Fine-Tune phase of the activity list or from the Organizational Management work center. To check the consistency after making scoping changes, go into Edit mode (the Planning Area), and then click Activate All. Any inconsistencies will appear as messages, which you then have to resolve Prepare a Change Project Overview After the solution has gone live for the first time, administrators can prepare a change project to adapt the capabilities and behavior of the solution. Just as in the first implementation project, the main part of preparing a change project is selecting scoping elements and reviewing scoping questions. In addition, you identify mandatory and optional activities for implementing the changes, and you provide additional information about the project. The live solution is not affected by the changes until they are merged with the production system. Administrators can make smaller changes without creating and implementing a change project. For more information, see Make Changes to Your SAP Solution [page 38]. Prerequisites The Confirm Go Live activity has been completed for the First Implementation project , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

341 Procedure 1. On the Implementation Projects view of the Business Configuration work center, click New to create a new change project. To edit the scope of a change project you created previously, select the project and click Edit Project Scope. The New Change Project or Edit Change Project guided activity is displayed. 2. Optional: On the Select Scenario step, select a change scenario that SAP has defined for typical businessdriven changes, for example, adding or removing a country. a. To learn about a particular change scenario, click the title of the change scenario. b. To add a scenario to your change project, click Select Scenario and complete the task that is displayed. The scoping elements, questions, and activities related to the selected change scenario will be available to you in the steps that follow. For more information, see Change Scenario: Add Country. c. Click Next to continue. At this or any subsequent step of the guided activity, you can click Project Details Basic or Complete overview of your change project. to view either a 3. On the Adjust Scoping step, adjust the capabilities that you want in your solution. The solution capabilities are structured as a hierarchy of scoping elements: Business areas contain business packages, and business packages contain business topics. Certain elements are mandatory for your scope and cannot be deselected; the corresponding checkboxes in the Select column are thus selected and grayed out. Add-on solutions procured in the SAP Store are added as capabilities and can be selected here in addition to the standard capabilities. The hierarchy has built-in rules to ensure that all selections you make are logical and consistent, from a business and technical point of view. Thus, when you make a selection, the system makes the necessary additional selections automatically. Also, when you make a selection that goes against the rules, a warning icon will display in the Conflict column next to each affected scoping element. For guidance on how to resolve the issue, you can select an element and review Dependency. To quickly identify all elements with conflicts, you can select Elements with Conflicts from the Show list. a. Open the first business area in the hierarchy. To expand the complete hierarchy of scoping elements, click Actions All. and select Expand For detailed background information about the business area, review Overview, Relevance, and Benefits. You cannot select or deselect the business area directly. Rather, the business area is selected automatically if at least one of its business packages is selected. For information about why the business area is selected or deselected, review Dependency. To add notes or additional requirements for the business area, use Your Notes. b. Within the first business area, choose the business packages and topics that you want to adjust. To select or deselect a business package or topic, select the corresponding checkbox in the Select column. You must select a package before you can select any of its topics. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 341

342 For each business package and topic, review the information on Overview, Relevance, and Dependency. The information on Dependency changes based on the state of the scoping element. If it is possible to change the selection of the element, the tab lists a simulation of the system selections that would result. If it is not possible to change the selection of the element, the tab lists the elements that caused its current state. If the element is in conflict with other selections, the tab lists them so that you can decide which selections to reverse. To add notes or additional requirements for a business package or topic, use Your Notes. For each business package and topic you can see the available add-on solutions on SAP Store. When you click on the link of the add-on solution in this tab, you are directed to the SAP Store. There you can procure the selected add-on solution. Once this is completed, the add-on solution is added to the list of solution capabilities, where you can select it. c. Repeat the steps above for each subsequent business area as required. d. Review the changes you made in this step of the guided activity as well as the changes made automatically by the system. The history of changes is cleared once you proceed to the next step. Click Display Scope Changes. The recent changes are listed in descending order. To undo the last change, click Undo Last Scope Change. To redo the last change, click Redo Last Scope Change. e. Click Next to continue. 4. On the Review Questions step, answer the scoping questions for the adjustments you've made. You will find scoping questions at the business topic level. Some answers are mandatory for your scope and thus cannot be changed. To expand the complete hierarchy of scoping elements, click Actions and select Expand All. a. Within the first business area, select a business topic that you are interested in. The related groups of scoping questions are displayed to the right. Each new group initially displays the Not Reviewed status. b. Review the questions within each group and, if necessary, change the preselected Yes or No answers. When you change an answer, the status of the question group is automatically changed to Reviewed. If you do not change any preselected answers within a group, you can manually set the status of the group to Reviewed. To learn more about a question, click Details and review the information on Overview, Relevance, and Dependency. The information on Dependency changes based on the state of the scoping element. If it is possible to change the selection of the element, the tab lists a simulation of the system selections that would result. If it is not possible to change the selection of the element, the tab lists the elements that caused its current state. If the element is in conflict with other selections, the tab lists them so that you can decide which selections to reverse. To add notes or additional requirements for a business topic, use Your Notes. c. Repeat the steps above for each subsequent business area. d. Review the changes you made in this step of the guided activity as well as the changes made automatically by the system. The history of changes is cleared once you proceed to the next step , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

343 Click Display Scope Changes. The recent changes are listed in descending order. To undo the last change, click Undo Last Scope Change. To redo the last change, click Redo Last Scope Change. e. Click Next to continue. If you have not reviewed all decision-relevant questions, a window appears asking you to accept the preselected answers or to return to the questions that are not yet reviewed. 5. On the Complete Project Setup step, review the summary of changes and provide additional information about your change project. a. Review the Summary of Changed Elements and, if necessary, click an element type to go back to the corresponding step in the guided activity. For example, click Scoping to go back to the Adjust Scoping step. b. Under General Information, enter the Title and Description for your change project. c. Under How to Proceed, decide whether you want to include two additional types of activities to the activity list for your change project: Milestones: Milestones serve as markers of the progress of your change project. They are not necessary for the successful implementation of your change project and there not included in the activity list by default. To include milestones in the activity list, select Include Milestones in Activity List. Instructional Activities: The purpose of some activities is to provide instruction and guidance. To include all such activities in the activity list, select Include Instructional Activities in Activity List. d. Under Planned Implementation Timeline, select the Start Date and End Date for your change project. e. Click Finish. Scope changes can lead to inconsistencies in the solution profile that have to be resolved before you can start the implementation of your changes. In case inconsistencies are detected, a window appears giving you two options: 1. Cancel the finalization of the change project. To do this, click Cancel and navigate back through the steps to make changes and resolve errors in your project. 2. Continue to the next step, save the project with inconsistencies, and resolve these at a later stage. To do this, click Continue. 6. On the Confirmation step you have another chance to review your scoping results. Click Close to return to the Implementation Projects view and start implementing you project Result Based on your decisions, the system generates the activity list for your change project. To start working on the activities in your activity list, click Open Activity List to Implement Changes. For more information, see Complete the Activity List Change Project [page 56]. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 343

344 If inconsistencies occur, a message is displayed stating the change project has been saved, but with inconsistencies in some fine-tuning settings. Instead of a link to Open Activity List to Implement Changes, a link to Resolve Inconsistencies is displayed. When you click this link, you are directed to the Resolve Inconsistencies screen, which provides recommended actions for you to resolve the errors. To view a basic or detailed summary of your change project, click Display Project Details (Basic) or Display Project Details (Complete). Any scoping decisions you make as part of your change project are deployed when you complete the Merge Changes with Production System activity in the activity list. After completing this activity you cannot adjust the scope of this change project. Also, any scoping changes you make may affect the organizational structure. Therefore, you should always check the consistency of the organizational structure, which you can access from the Perform Organizational Structure Setup activity in the Fine-Tune phase of the activity list or from the Organizational Management work center. To check the consistency after making scoping changes, go into Edit mode (the Planning Area), and then click Activate All. Any inconsistencies will appear as messages, which you then have to resolve Configuration: Understand the Overall Migration Process To find this activity, go to the Business Configuration work center and choose the Implementation Projects view. Select your implementation project and click Open Activity List. Select the Prepare phase, then select the Prepare for Data Migration activity from the activity list. You need to understand the migration-related steps in the activity list and you must be able to plan the migration project in detail. This is a brief overview: Tasks 1. Prepare Phase The Prepare for Data Migration activity (including Prepare for Data Migration in a First Implementation and Prepare for Data Migration in a Change Project) contains the following initial tasks: Set up user accounts for migration administrators and assign the Business Configuration work center including the Data Migration view to each migration administrator. Create a project schedule for data migration, using the Data Migration Scope and Planning Template. Download Migration Templates. All legacy data you want to migrate with tool-support must be filled in the migration templates. 2. Fine-Tune Phase Extract your legacy data from your legacy system and fill it into the migration templates. For more information, see the Perform Data Extraction activity. 3. Integrate and Extend Phase This phase contains the major part of the migration activities. Each migration activity serves as a starting point for tool-supported migration. In the migration tool you perform the following steps: 1. Upload your filled migration template. The system checks the formal consistency of the source file , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

345 2. Validate the source file. This step enables you to verify whether the migration template was filled correctly. 3. Convert source values to solution values. During this step, the system automatically proposes new target values, based on the business configuration of your solution. 4. Simulate the data import. This step allows you to correct any issues before data is actually written to the solution. 5. Import your legacy data into the solution. Check the imported data for quality and integrity (acceptance test, integration test). For more information, see the Validate Data Quality and Integrity activity. 4. Migration Phases and System Environments During the implementation project, you can perform the described steps in three different environments: Early Test Migration The first system that you are usually provided with is your test system. In the test system you can start fine-tuning your business processes and you can execute the first business process tests. Furthermore, you can perform early migration tests. The goal of the early migration tests is that you familiarize yourself with the migration templates and the overall migration process. For example, you can migrate small sample files and use the results to improve data extraction from your legacy system. Test Migration in Test System The test system enables you to test the migration process with a complete set of data in a separate environment. As soon as the test system is available, you should shift all migration activities to this system. The goal of the migration tests in the test system is to elaborate the right settings for successful migration. After you complete migration in the test system, you can test your business processes using the migrated data. For more information, see the Validate Data Quality and Integrity activity. After you completed your migration tests, download the value conversion from the migration tool for reuse in the production system. For more information, see the Perform Migration in Test System activity. Final Migration in Production System Upload the value conversion (you downloaded from your migration test system) to import your complete set of data into your production system. Follow your cutover plan to import the data into your SAP solution. Focus on the data import sequence including manual tasks. For more information, see the Perform Migration in Production System activity. You can also request a restore point before you start your migration. This will allow you to restore your data to the status before the data migration. For more information, see Restore Point Watermark Overview A watermark is an indication in the title bar of your solution to show the nature of your system. It indicates, for example, whether the implementation of your solution is closed or whether you are working in a test system. If there is no watermark, it means that you are working in a production system and that you have closed your first implementation project or activated your change project. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 345

346 Types of Watermark There are four different types of watermarks: Test System This watermark indicates you are working in a test system. Implementation Project Not Yet Live This watermark indicates you are working in a production system, but your first implementation project is not yet live. Implementation Project Not Closed This watermark indicates you are working in a production system. Your project is live, but you have not yet closed the first implementation project. Change Project Not Yet Activated This watermark indicates that you have merged the changed solution scope into your solution profile, but you have not yet activated it. You need to complete the Activate Solution Capabilities activity to do so. For more information, see Complete the Activity List [page 56] Work Distribution Employee Work Distribution Quick Guide The Employee Work Distribution view enables you to manage the distribution of work to employees by creating work distribution rules that allow the system to evaluate work items and to determine the employee responsible for these work items. Depending on the work category, the system directs the work items to the determined employee, or provides the employee as a proposal in the relevant business document. You can access the Employee Work Distribution view from the Application and User Management work center under Task Distribution. Business Background Work Distribution Work distribution defines the process of assigning work to an org unit or employee. By default, work items in the solution are visible to all users that have the corresponding access rights. However, for some business processes the org unit or employee responsible for a work item has to be determined. For these areas, you can define work distribution rules that enable you to automatically assign business documents and tasks to dedicated org units or employees. For more information, see Work Distribution. Work Categories The work category is the central element for work distribution. A work category represents a specific part of work in a business area and is related to one or more business documents. Each work category provides parameters that you can use to define work distribution rules, according to which the system determines the responsible org unit or employee for a business document. For more information, see Work Categories , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

347 Tasks Create a Work Distribution Rule 1. In the Employee Work Distribution view, select a work category. 2. Click Edit. You cannot change work distribution for past dates. If the Edit button is disabled, check the Effective Date and ensure that you have not entered a date that occurs in the past. 3. Choose Work Distribution Rules, then click Add. If you want to copy an existing rule, click Copy. By adding a rule you are creating a new rule that is added to the bottom of the list. If you wish to insert a rule of a higher priority, then change priority by moving the rules up and down in the table. 4. Enter the name of the rule. 5. Enter the ID of the responsible employee. 6. Enter the validity period of the rule. If you change or delete a work distribution rule that begins before the effective date, the rule is only valid to the date before the effective date. If you only change the rule, the system creates a new rule based on the existing rule and includes the changes you make. The new rule is valid as of the effective date. 7. Go to the Rule Details section and specify the parameters for the rule. Each parameter appears as a tab, for example, Company. Using the parameters, you can specify exactly both which parameter is to be included in the rule or excluded from the rule. 8. Click Check to verify whether your rule is consistent. 9. Click Save or Save and Close. Delete a Work Distribution Rule 1. In the Employee Work Distribution view, select a work category. 2. Click Edit. You cannot change work distribution for past dates. If the Edit button is disabled, check the Effective Date and ensure that you have not entered a date that occurs in the past. 3. Choose Work Distribution Rules. 4. Select the work distribution rule you want to delete and click Delete. 5. Click Save or Save and Close. Set a Work Category to Undefined 1. In the Employee Work Distribution view, select a work category that has the status Defined Work Distribution. 2. Click Action and select the option Set to Undefined. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 347

348 Organizational Work Distribution Quick Guide The Organizational Work Distribution view enables you to manage the distribution of work within your organization by creating work distribution rules that allow the system to evaluate work items and to determine the org unit responsible for these work items. Depending on the work category, the system directs the work item to the determined org unit, or provides the org unit as a proposal in the relevant business document. You can access this view from the Organizational Management work center under Work Distribution. Business Background Work Distribution Work distribution defines the process of assigning work to an org unit or employee. By default, work items in the solution are visible to all users that have the corresponding access rights. However, for some business processes the org unit or employee responsible for a work item has to be determined. For these areas, you can define work distribution rules that enable you to automatically assign business documents and tasks to dedicated org units or employees. For more information, see Work Distribution. Work Categories The work category is the central element for work distribution. A work category represents a specific part of work in a business area and is related to one or more business documents. Each work category provides parameters that you can use to define work distribution rules, according to which the system determines the responsible org unit or employee for a business document. For more information, see Work Categories. Tasks Create a Work Distribution Rule 1. In the Organizational Work Distribution view, select a work category. 2. Click Edit. You cannot change work distribution for past dates. If the Edit button is disabled, check the Effective Date and ensure that you have not entered a date that occurs in the past. 3. Choose Work Distribution Rules, then click Add. If you want to copy an existing rule, click Copy. The system processes work distribution rules for organizational work distribution along their priorities. If you have maintained multiple rules for a work category, the system only uses the first rule that applies to the properties of the evaluated business document. By adding a rule you are creating a new rule that is added to the bottom of the list. If you wish to insert a rule of a higher priority, then change priority by moving the rules up and down in the table. 4. Enter the name of the rule , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

349 5. Enter the ID of the responsible org unit. 6. Enter the validity period of the rule. If you change or delete a work distribution rule that begins before the effective date, the rule is only valid to the date before the effective date. If you only change the rule, the system creates a new rule based on the existing rule and includes the changes you make. The new rule is valid as of the effective date. 7. Go to the Rule Details section and specify the parameters for the rule. Each parameter appears as a tab, for example, Company. Using the parameters, you can specify exactly both which parameter is to be included in the rule or excluded from the rule. 8. Click Check to verify whether your rule is consistent. 9. Click Save or Save and Close. Delete a Work Distribution Rule 1. In the Organizational Work Distribution view, select a work category. 2. Click Edit. You cannot change work distribution for past dates. If the Edit button is disabled, check the Effective Date and ensure that you have not entered a date that occurs in the past. 3. Choose Work Distribution Rules. 4. Select the work distribution rule you want to delete and click Delete. 5. Click Save or Save and Close. Set a Work Category to Global Work Distribution 1. In the Organizational Work Distribution view, select a work category that has the status Defined Work Distribution. 2. Click Action and select the option Set to Global Work Distribution Business Flexibility Microsoft Office Template Maintenance Microsoft Office Template Maintenance Quick Guide As an administrator you can manage and edit Microsoft Office templates that you want to use for the export and upload of business data. You can edit the templates based on company-specific requirements. Depending on your solution, you can use the following templates: Microsoft Excel templates that allow users to export the most recent business data as well as upload new data. The exported data can be made available in spreadsheets for further analysis or offline use. You can Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 349

350 simply view the data and refresh it to retrieve the most recent data. You can also create new data in Microsoft Excel and upload it back to the system. Microsoft Word templates that enable users to write letters. You can maintain the Microsoft Office templates in the Microsoft Office Template Maintenance view of the Administrator or Application and User Management work center, depending on your solution. Business Background Microsoft Office Template Maintenance Microsoft Office templates allow you to export your business data in a format that you require for your company. You can edit, delete, and publish the Microsoft Office templates that you want to use for exporting and uploading data. For more information, see Managing Microsoft Office Templates [page 350]. Tasks Maintain Microsoft Office Templates You can download Microsoft Office templates and adapt them for your personal use. For more information about this task, see Maintain Microsoft Excel Templates [page 352] and Maintain Microsoft Word Templates [page 353] Managing Microsoft Office Templates Overview Microsoft Office templates can be used for the export and upload of data. You can adapt them based on your personal requirements and change a number of template attributes or add additional columns and features in Microsoft Excel, for example. You can manage templates in the Microsoft Office Template Maintenance view of the Administrator or Application and User Management work center, depending on your solution. Features You can download templates, adapt them as required and upload them back to the system for further use. Template Maintenance You can select different views in the worklist to display your office templates. You can choose the following: Active office templates Displays all published and not published templates Not published office templates Deleted office templates Displays all office templates that have been marked as to be deleted. All templates available in the worklist of the Microsoft Office Template Maintenance view are pre-delivered by SAP , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

351 If you want to download the pre-delivered Microsoft Excel templates and change them, you have to export them from the related work center in the application. Microsoft Word templates can be downloaded from the Microsoft Office Template Maintenance view directly. For both Microsoft Word and Microsoft Excel, you can create your own templates and upload them to the Microsoft Office Template Maintenance view. Template Types There are three basic types of templates: Templates for the export of data You can export data, usually from a worklist or a report, to view it in Microsoft Excel. You can also export data from certain screens to Microsoft Word to write a letter. Templates for the upload of data You can create new data in Microsoft Excel only and upload it to the system. Templates can also vary depending on the Microsoft Office version used. Template Groups Templates are organized in template groups. There is always one template group for one worklist or floorplan. You can search the worklist for templates by template group. Template Names Each template must have a name that should be descriptive of what the template is used for. You can filter the worklist by template names. Using Master Templates A master template can be applied to all office templates. It defines the font, colors, and other formats of your office templates. In general, the templates pre-delivered by SAP use a master template by default. You cannot change this setting. Versions A version history is available for templates. You can revert a template to its former version. To revert to a former version of a template, you need to select the version that you want to be the valid version and publish it. Publishing Templates To make a template available for general use, you have to publish it. Deleting Templates You can delete the following types of templates: Templates with the status Not Published The template will be physically deleted. You cannot restore the deleted version of the template. Templates with the status Published The template will be marked as to be deleted and can be restored if required. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 351

352 Exporting Template Lists From some overview screens, you can export data to Microsoft Excel, by clicking Export To Microsoft Excel Maintain Microsoft Excel Templates Overview In your solution there are various predefined templates that you can use when you export data or create new data from Microsoft Excel. As an administrator, you can change the existing templates according to your company's specific requirements by adapting the properties of a template, such as the formatting or the sequence of columns. You can also create new templates, for example, for different languages that you require. In addition, you can add charts, diagrams, or formulas to the template. Prerequisites You have installed the latest Add-In for Microsoft Excel from the Download area. Procedure 1. In the Microsoft Office Template Maintenance view, under Business Flexibility of the Administrator or Application and User Management work center, go to the template group that you require for your worklist or floorplan. If you want to change a pre-delivered template, export the template from the relevant application work center by clicking Export and To Microsoft Excel. Delete the data records that have been exported from the system before changing the template. 2. Choose the type of template depending on whether you want to export data or create new data from Microsoft Excel and the language you require. 3. Download the template that you want to change to your local machine by selecting the template and clicking Download. 4. Use the Microsoft Excel functions to adapt the template according to your needs by changing the column sequence, the texts for the different fields, or the formatting. If you want to change the general layout of the Microsoft Excel template, such as the fonts of individual cells or the date format or other styles for cells, go to the Master Template Maintenance view. For more information, see Maintain Microsoft Office Master Templates. When you download a Microsoft Excel template of the type Export, any extension fields for the business context are automatically included in the template and you can map these fields as additional columns. When you have added the new field, you can format the column heading and the column itself as you require. For more information on enabling and starting the XML tools and adding the Developer tab required to do this mapping, see the Microsoft Excel help. Note that this function is not available for Microsoft Excel files of the type Write-Back. If you want to import any additional data using XML maps, refer to the Microsoft Office Excel help for more information. 5. Upload the adapted template from your local machine to the system by clicking Upload , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

353 You have the following options: Overwrite an existing template by choosing Replace Existing Language Variant Create a new template by choosing New Template or New Language Variant, if you want to create a new template in a new language 6. Select the file from your local machine. 7. If you create a new template, you have to enter the name of the template, the description, the language and whether you want to use the master template. Office Master Template Used is selected by default. You can also change the name and description of a template in the worklist by selecting the template and clicking Actions and Maintain General Information. Likewise, you can change the master template setting for a template by selecting the template and clicking Actions and Change Master Template Usage. 8. If you want to make the template that you created or changed available for all users, you have to publish it by clicking Publish. 1. Once you have published a template in various versions, you can go back to an older version of the template. Select the version that you want to use and click Versions and then Revert To. 2. Publish the valid version to make it available for use. 9. If you want to delete a template, select the template and click Delete. If you delete a template with the status Not Published, you cannot restore this template Maintain Microsoft Word Templates Overview In your solution there are predefined Microsoft Word templates that you can use by clicking Write Letter in certain work center views. As an administrator, you can change the pre-delivered or existing templates to suit your requirements by adapting the properties of a template, such as the formatting or the signature. You can also create new templates, for example, for different languages. Depending on your solution, you can access these templates in the Microsoft Office Template Maintenance view of the Application and User Management or Administrator work centers. Procedure 1. In the Microsoft Office Template Maintenance view, find the Microsoft Word template in the relevant template group. You can use the Advanced Find to filter for existing Microsoft Word templates. 2. You now have three options: Change a pre-delivered template while keeping the old template variant a. To change a pre-delivered template while keeping the old template variant, select the existing template, and click Download. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 353

354 b. Extract the files from the downloaded zip file and adapt the existing docx (Microsoft Word document) to suit your requirements on your local PC. c. Save your changes. d. Click Upload and then New Language Variant and browse to find and select your changed docx file (Microsoft Word document). Click OK. Note that the zip file contains a docx and an xsd file. When uploading a new variant, you will only be able to browse for and select the docx file. The xsd file resides at header level and all variants of a template will use the same xsd file. Replace an existing template variant a. To replace an existing template variant, select the existing template, and click Download. b. Extract the files from the downloaded zip file and adapt the existing docx (Microsoft Word document) to suit your requirements on your local PC. c. Save your changes. d. Click Upload and then Replace Existing Language Variant and browse to find and select the local docx file (Microsoft Word document). Click OK. Note that the zip file contains a docx and an xsd file. When uploading a variant, you will only be able to browse for and select the docx file. The xsd file resides at header level and all variants of a template will use the same xsd file. Upload a new template a. To upload a completely new template, select an existing template, click Upload and then New Template. b. To select your locally saved docx file (the Microsoft Word document itself) and xsd file (the associated schema file), browse for both the File and the Schema. Note that if you do not have a suitable xsd file, you can download an existing template from the template group to which you want to add a new template and use the associated xsd file for the upload. c. Enter the name of the template, the description, the language and whether you want to use the master template. Office Master Template In Use is selected by default. You can later change the name and description of a template in the worklist by selecting the template and clicking Actions and then Maintain General Information. You can also change the master template setting for a template by selecting the template and clicking Actions and then Change Master Template Usage. For more information about master templates, see Master Template Maintenance Quick Guide. 3. To make the template that you created or changed available for all users, click Publish. Once you have published a template in various versions, you can still go back to an older version of the template. Select the version that you want to use and click Versions and then Revert To. Publish the valid version to make it available for general use. 4. Optional: To delete a template, select the template and click Delete. If you delete a template with the status Not Published, you cannot restore this template. Result The template you have uploaded is available for selection when you click Write Letter in a work center view that offers this function and that is associated with the template group , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

355 Mashup Web Services Mashup Web Services Quick Guide The Mashup Web Services view allows administrators to integrate third-party Web services for use in data and HTML mashups. SAP provides preconfigured Web services that are used in mashups provided by SAP. You can view the configuration settings of preconfigured Web services by clicking on the service name in the list. The following types of Web service are supported: REST SOAP RSS and Atom feeds Depending on your solution, go to the Application and User Management or Administrator work center. Then choose Business Flexibility Mashup Web Services. Business Background Mashups and Web Services Mashups are used to integrate data from your SAP cloud solution with data provided by an online Web service or application. Users can access the content provided by these Web services and applications, and use it in their daily work. Mashups can include Web searches, company or industry business information, or online map searches. For more information, see Mashups and Web Services in the Help Center of your solution. Tasks Create a Mashup Web Service For more information, see here [page 356]. Activate a Web Service 1. In the Mashup Web Services view, select a Web service. 2. Click Activate. The Web service becomes available for use in mashups. For more information about creating mashups, see the About Mashup Authoring [page 358]. Deactivate a Web Service 1. In the Mashup Web Services view, select a Web service. 2. Click Deactivate. The Web service is no longer available for use in mashups. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 355

356 Delete a Web Service You can delete Web services that have been created by other users. 1. In the Mashup Web Services view, select a Web service. Web services that were created by other users in your company can be identified by the service ID, which starts with CW*. 2. Click Delete. The Web service is deleted from the list. Enter API Keys 1. In the Mashup Web Services view, select a Web service that requires an API key and click Enter API Keys. The Enter API Keys dialog box displays the API keys that are required by the selected Web service. Under API Key Details a link is provided to the Business Center. Here you can find a list of all SAP partners and a link to their respective Web sites. You have to generate the API key on the service provider's Web site. 2. Click Show API Keys and, in the API Key Value column, enter the API key provided by the service provider. 3. Save your changes Create a Mashup Web Service Overview As an administrator, you can create mashup Web services to integrate third-party Web services with SAP's cloud solution and use them in data or HTML mashups. You can integrate the following types of Web services: RSS/Atom REST SOAP Prerequisites For RSS or Atom feeds, you know the end-point URL of the Web service or the WSDL location. For REST Web services, you need to know the request URL as well as any relevant parameters. For SOAP Web services, you need to know the WSDL location (URL). Typically, you can find this information on the Web site of the service provider. Procedure Depending on your solution, go to the Application and User Management or Administrator work center. Then choose Business Flexibility Mashup Authoring. Click New, select the type of Web service you want to create, and do the following steps: 1. Enter a name and description for the Web service , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

357 2. Select whether you want the Web service to have the status Active or Inactive. Only active Web services can be used. 3. Depending on the type of mashup you are creating, do the following: RSS or Atom Feed a. On the New RSS/Atom Service screen, under Service Information, select an authentication method, if required. You can only use the OAuth standard to authenticate users accessing the service if OAuth is supported by the provider. You can find all of the information required on the provider's Web site. b. Enter the URL of the RSS or Atom feed and click Extract Parameters. The system extracts any parameters and displays them under Input Parameters. You can adjust these as required. Note that only those parameters that have empty constants can later be mapped to a mashup in-port or user input with default or dynamic values when creating a data mashup. REST For URLs that do not use queries you can manually add curly brackets around terms that should act as placeholders. For example, in the URL you can replace the word SAP with a search term in curly brackets, for example, {term}. If you then enter in the URL field and click Extract Parameters, the word in brackets is extracted as a parameter. a. On the New REST Service screen, under Service Information, select an authentication method, if required. You can only use the OAuth standard to authenticate users accessing the service if OAuth is supported by the provider. You can find all of the information required on the provider's Web site. b. Select an HTTP method. c. Depending on the method you selected, do the following: If you selected GET: 1. Enter the URL of the Web service and click Extract Parameters. 2. The system extracts any parameters and displays them under Input Parameters. You can adjust these as required. For URLs that do not use queries you can manually add curly brackets around terms that should act as placeholders. For more information, see the related note in the RSS or Atom Feed section above. If you selected POST: 1. Select a content type. If you select Form, proceed as described above for the GET method. If you select XML Body, proceed as follows. 2. Enter the URL of the Web service and the XML code. 3. Click Generate Body Parameters to extract the parameters from the code, if applicable. The system extracts any parameters and displays them under Input Parameters. You can adjust these as required. Note that only those parameters that have empty constants can later be mapped to a mashup in-port or user input with default or dynamic values when creating a data mashup. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 357

358 You can also use curly brackets to define parameters in POST XML bodies. For example, you can replace a value returned by the REST service with a placeholder, for example {placeholder}, which can then be mapped to a screen out port in a mashup. d. Under Output Parameters, click Simulate to preview the information that is returned by the Web service. SOAP a. On the New SOAP Service screen, under Service Information, enter the WSDL URL and click Import. The system extracts the WSDL content. b. Select a service operation. c. If required, click Copy Description to copy the service operation description into the mashup s Service Description under General Information. d. Enter constants, if required. Only those parameters that have empty constants can later be mapped to a mashup in-port or user input with default or dynamic values when creating a data mashup. The following restrictions apply when creating SOAP-based Web services: the XSD extensions union, list, and restriction are not supported; it is not possible to use header messages, imports in WSDLs, and maximum or minimum occurrence indicators; the XSD complex type structure is always handled as a sequence; for WSDLs containing more than one service, multiple ports with the same name are not supported; and SOAP 2.0 is not supported. e. Under Output Parameters, click Simulate to preview what information will be returned by the Web service. 4. Save your changes. Result If the status of the Web service is active, it will be made available to integrate into a data or HTML mashup. If the status of the Web service is inactive, you can edit and activate it at a later date from the Mashup Web Services view in SAP's cloud solution Mashup Authoring Mashup Authoring Quick Guide The Mashup Authoring view allows you as an administrator to activate preconfigured mashups, and to create new mashups either from scratch or by copying a preconfigured mashup. Depending on your solution, you can access this view from the Application and User Management or Administrator work center. Then choose Business Flexibility Mashup Authoring , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

359 Business Background Mashups and Web Services Mashups are used to integrate data from SAP's cloud solution with data provided by an online Web service or application. Users can access the content provided by these Web services and applications, and use it in their daily work. Mashups can include Web searches, company or industry business information, or online map searches. For more information, see Mashups and Web Services in the Help Center of your solution. Mashup Categories When you create a new mashup, you need to select a mashup category. Mashup categories are used to group together mashups by the type of service or information that they provide. Depending on the mashup category selected, you can then select a port binding. This defines the screen out-port parameters that can be used in a mashup and the screens on which the mashup can then be made visible. For more information, see Mashup Categories [page 374]. Tasks Activate a Preconfigured Mashup For information about this task, see here [page 360]. Activate a Mashup Partner Solution For information about this task, see here [page 361]. Make a Mashup Visible on a Screen For information about this task, see here [page 362]. Create a Data Mashup For information about this task, see here [page 365]. Create a URL Mashup For information about this task, see here [page 364]. Create an HTML Mashup For information about this task, see here [page 368]. Create a Mashup for an Extension Field For information about this task, see here [page 373]. Copy an Existing Mashup You can create a copy of a mashup delivered by SAP or partners. This enables you to adapt preconfigured mashups or to create your own mashup based on the configuration settings of an existing mashup. 1. In the Mashups Authoring view, select the mashup you want to copy by clicking on the mashup name. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 359

360 2. On the mashup details screen, click Save As. A copy of the mashup is opened. 3. Enter a new name for the mashup and adapt the configuration settings, as required. 4. Save your changes. Deactivate a Mashup 1. In the Mashup Authoring view, select a mashup. 2. Click Deactivate. The mashup is no longer visible on screens, and is no longer shown in the Mashups and Web Services section of the sidecar. Delete a Mashup You can delete mashups that you and other users have created. 1. In the Mashup Authoring view, select a mashup. 2. Click Delete. The mashup is removed from the Mashup Authoring view and is also deleted from all screens for which it had been made visible Activate a Preconfigured Mashup Overview Depending on your cloud solution, preconfigured mashups are provided that give access to services and content provided by third-party service providers. As an administrator, you can activate these preconfigured mashups and make them visible on selected screens. For an overview of the preconfigured mashups provided by SAP and partners, see Mashups and Web Services in the Help Center of your solution. Some Web services may pass your business data to a third-party organization, for example, account data is passed to a search engine when performing a reverse lookup in an online address book. We recommend that you check whether the mashup conforms to your company s data privacy policies before activating the mashup. Procedure Depending on your solution, go to the Application and User Management or Administrator work center, then choose Business Flexibility Mashup Authoring, and do the following steps: To activate a URL or data mashup: 1. Select URL Mashups or Data Mashups from the Show dropdown menu. 2. Find the mashup you want and, if required, click on the mashup name to display further details. 3. Click Activate. Certain Web services require API keys. If a mashup uses such a Web service, ensure that this Web service has been activated and that you have entered the required API keys for it. You can do this on the Mashup Web Services view , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

361 To activate an HTML or custom mashup: 1. Select HTML Mashups or Custom Mashups from the Show dropdown menu. 2. Find the mashup you want and, if required, click on the mashup name to display further details. 3. Check the API Keys column. If a red symbol is displayed, then you need to create a unique API key from the Web service provider s Web site and enter this API key in SAP's cloud solution. A gray symbol means that no API key is required and a green symbol means that the API key has already been entered. 4. Select the mashup and click Enter API Keys. In the Enter API Keys dialog box, click Show API Keys and enter the key provided to you by the Web service provider in the Value column and save your changes. For a complete list of all SAP partners and their respective Web sites, see Web Services from our Partners in the Business Center. Result After a mashup has been activated, it can be made visible on the screens for which it is configured. There are two ways this can be done: The administrator does this centrally for all users in the Adapt menu. For more information, see Make a Mashup Visible on a Screen [page 362]. The user does this for himself or herself in the Personalize menu. For more information, see Personalize a Mashup. If a mashup has not yet been activated, the administrator can edit and activate it at a later date from the Mashup Authoring view Activate a Mashup Partner Solution Overview As an administrator, you can activate a mashup partner solution in your SAP cloud solution. Prerequisites You have procured a mashup partner solution from the SAP Store at store.sap.com. Procedure Check Scoping Element 1. Go to the Business Configuration work center, Implementation Projects view. 2. Select your project and click Edit Project Scope. 3. On step 3 of the Edit Project Scope activity, check that the Communication and Information Exchange People Collaboration, Intranet and External Services Communities, Document Management and External Services scoping element has been selected. Answer Scoping Question Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 361

362 1. On step 4 of the activity, go to Communication and Information Exchange People Collaboration, Intranet and External Services Communities, Document Management and External Services. 2. Select Yes beside the scoping question for the mashup partner solution. 3. Complete and deploy your project. Check Mashup Settings Depending on your solution, go to Application and User Management Business Flexibility or Administrator Business Flexibility, and do the following steps: 1. In the Mashup Web Services view, check that any Web services belonging to the mashup partner solution are activated and that API keys have been maintained. 2. In the Mashup Authoring view, check that the mashups belonging to the mashup partner solution are activated and that any necessary API keys have been maintained. Note that if the mashup partner solution contains multiple mashups and you only want one of these to be available to business users, you can deactivate the unwanted mashups in the Mashup Authoring view by selecting the mashup and clicking Deactivate. Result After a mashup has been activated, it can be made visible on the screens for which it is configured. There are two ways this can be done: The administrator does this centrally for all users in the Adapt menu. For more information, see Make a Mashup Visible on a Screen [page 362]. The user does this for himself or herself in the Personalize menu. For more information, see Personalize a Mashup. If a mashup has not yet been activated, the administrator can edit and activate it at a later date from the Mashup Authoring view Make a Mashup Visible on a Screen Overview As an administrator, you can add a mashup to a screen and make it visible to all users. Each mashup can be added to a predefined set of screens based on the mashup category and port binding. Alternatively, if you do not want to make a mashup visible to all users who have access to a screen, then individual users can add the mashups by going to Personalize This Screen. This means that only users who have personalized the screen will be able to use it. For more information, see Personalize a Mashup. Prerequisites The following prerequisites apply: The mashup has been activated , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

363 The administrator has been assigned to the Flexibility Change Log view in the Application and User Management work center. This is required to use adaptation mode. Procedure 1. Navigate to the screen on which you want to make the mashup available to all users. 2. From the Adapt menu, select Enter Adaptation Mode. Adaptation mode allows you to make changes to a screen and then test your changes before publishing them and making them available to all users. A dialog box is displayed, asking you whether you want to continue. 3. Click Yes to confirm. The Adaptation Mode bar is displayed at the top of the screen. 4. From the Adapt menu, select Edit Screen. The adaptation panel opens on the right side of the screen. 5. Click on the Mashups and Web Services pane. 6. Select the Visible checkbox next to the mashup that you want to be made visible. 7. If required, you can adjust the appearance of the mashup by selecting one of the following options under Properties. The options available to you will vary depending on the mashup. Web Services Menu The mashup can be accessed from the Web Services menu bar at the top of a screen. Web Services Menu in <name of section> Section The mashup can be accessed from a Web Services menu button that is typically located in the menu button located in a section of a screen. Link in <name of section> Section The mashup can be accessed using a link directly embedded in a screen section. New Screen Section The mashup is embedded directly into the screen as a new section. Embedded Near <name of section> Section The mashup is embedded directly into the screen as a new section. This section is located beside or below the named section. To display an embedded mashup across the full width of the screen rather than the default setting of half screen width, select the Full Width checkbox. 8. If you want to allow the user to display or hide the mashup directly on the screen without needing to go to Personalize, you can first create an extension field of the type Indicator and make it visible on the screen. We recommend that the name of the extension field reflects the name of the mashup. Afterwards, you can select this extension field from the dropdown list in the Toggle Display field. This field will then be displayed on the screen as a checkbox that the user can select or deselect as required. 9. If the Input Binding or Output Binding section is displayed, select the extension fields that should be mapped to the parameters. 10. Save your changes and close the adaptation panel. The screen is refreshed. 11. Test the mashup while still in adaptation mode. For example, you can run the mashup from Web Services. For an embedded mashup, you can view the result directly on the screen. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 363

364 12. If you are satisfied with the result, select Edit Screen from the Adapt menu. 13. In the Mashups and Web Services pane of the adaptation panel, click Publish to publish your adaptation changes to all users. 14. Close the adaptation panel. 15. From the Adapt menu, choose Leave Adaptation Mode Create a URL Mashup Overview As an administrator, you can create URL mashups to send data from your cloud solution to a URL of a Web service provider. The results are displayed on the Web service provider s Web site, which is opened in a new browser window. Some Web services may pass your business data to a third-party organization, for example, account data is passed to a search engine when performing a reverse lookup in an online address book. We recommend that you check whether the mashup conforms to your company s data privacy policies before activating the mashup. Prerequisites You know the end-point URL of the Web site providing the service. This could be, for example, the search results page of an online search provider. Procedure Go to the Application and User Management or Administrator work center. Then choose Business Flexibility Mashup Authoring. Click New New URL Mashup, and do the following steps: 1. Select a mashup category. The mashup category is used to group mashups by the type of information they provide. It is shown to business users when they personalize mashups in the side panel. 2. For the mashup category, you then select the port binding that you want to use in the mashup. This information is not shown to business users. The port binding defines which screen out-ports or in-ports can be used in the mashup and on which screens the mashup can be used. 3. Enter a name and a description for the mashup. The mashup name will be displayed to business users when using the mashup. By default, the mashup has the status Active. This means it will be available for use when saved. If you want to prevent users from accessing the mashup immediately, change the status to Inactive. 4. Under URL Information, enter the URL of the Web service and click Extract Parameters. The URL can be taken directly, for example, from the search results Web page of an online search provider. Copy and paste this URL directly into the field. The system then extracts all parameters from the URL and displays them in the table , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

365 Note that for URLs that do not use queries you can manually add curly brackets around terms that should act as placeholders. For example, in the URL #search/sap, you can replace the word SAP with a search term in curly brackets, for example, {term}. If you then enter in the URL field and click Extract Parameters, the word in brackets is extracted as a parameter. 5. For any parameters that require a fixed value, check and adjust the value in the Constant column. 6. For dynamic parameters, in the Parameter Binding column, map the dynamic parameters to screen out-ports by selecting an out-port from the value help. The Parameter Binding dialog box displays a list of screen out-ports that have been configured for the selected mashup category and screen. Select the parameter you want to bind to the URL parameter. Note that If you are creating a mashup for the category route planner, you can also define the following optional settings: Code Format Conversion: For parameters that contain a code, you can change how code formats are converted. Start Index for List: You can define whether the array parameter starts with 0 or 1. Prefix for First Value/Prefix for Next Value: You can only define prefixes for URLs that have the index pattern $I and for which the start index has been set to zero. 7. Click the Preview link to display the end result of the mashup. 8. Save your changes. Result After a mashup has been activated, it can be made visible on the screens for which it is configured. There are two ways this can be done: The administrator does this centrally for all users in the Adapt menu. For more information, see Make a Mashup Visible on a Screen [page 362]. The user does this for himself or herself in the Personalize menu. For more information, see Personalize a Mashup. If a mashup has not yet been activated, the administrator can edit and activate it at a later date from the Mashup Authoring view Create a Data Mashup Overview As an administrator, you can create data mashups for integrating data provided by third-party Web services with business data from your SAP cloud solution. Some Web services may pass your business data to a third-party organization, for example, account data is passed to a search engine when performing a reverse lookup in an online address book. We recommend that you check whether the mashup conforms to your company s data privacy policies before activating the mashup. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 365

366 Prerequisites You have either integrated a new Web service or have decided to base your mashup on one or more of the preconfigured Web services provided by SAP or partners. Web services that you have integrated for use in data mashups must use the XML service protocol. Depending on your solution, you can display a list of available Web services in the Application and User Management or Administrator work center. Go to Business Flexibility Mashup Web Services. For more information about integrating a new Web service, see Create a Mashup Web Service [page 356]. Procedure Depending on your solution, go to the Application and User Management or Administrator work center. Then choose Business Flexibility Mashup Authoring. Click New New Data Mashup, and do the following steps: 1. Select a mashup category. The mashup category is used to group mashups by the type of information they provide. It is shown to business users when they personalize mashups in the side panel. 2. For the mashup category, you then select the port binding that you want to use in the mashup. This information is not shown to business users. The port binding defines which screen out-ports or in-ports can be used in the mashup and on which screens the mashup can be used. 3. Enter a name and a description for the mashup. The mashup name will be displayed to business users when using the mashup. By default, the mashup has the status Active. This means it will be available for use when saved. If you want to prevent users from accessing the mashup immediately, change the status to Inactive. 4. On the Define Mashup Details step, create the mashup by adding building blocks to the authoring canvas and adjusting the properties. First of all, define the source of input for the mashup. You have the following options: Mashup In-Ports If mashup in-ports exist for the selected mashup category, the Mashup In-Port building block is added automatically to the authoring canvas. Click on the Mashup In-Port building block to view and adjust its parameters. User Inputs User inputs allow you to define a field in which a user can enter or select a value. This value is then used as input for the mashup. To add a user input to the mashup, select it from the pane on the left of the screen and drag and drop it onto the authoring canvas. User Inputs Text Input Number Input Select Option Input Allows users to enter a string of characters as input for the mashup. Allows users to enter a number as input for the mashup. Allows users to select an option from a dropdown list as input for the mashup. After adding a building block to the authoring canvas, click on the building block to view and adjust its properties. You can enter a name in the Input Name field. This can then be mapped to an input parameter, for example, in a search service. In the Input Label field, enter the field label that should be shown to users for , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

367 this input field. For text and number inputs you can also define a default value, which can then be overwritten by other users. If you have selected a Selection Option Input building block, click the button next to Options to define the list of options that the user can choose from. Data Sources Data sources allow you to use data stored in a separate file as input for the mashup. This could be, for example, an XML file provided by an online service provider. Data Sources CSV Data Source XML Data Source Use a CSV file as a input for the mashup. You can choose to either upload a file or reference an online CSV file. Use an XML file as input for the mashup 5. Select the services you want to integrate into the mashup. All Web services that have been configured and activated in the Mashup Web Services view are listed in the pane on the left of the screen and can be integrated into the mashup. These Web services are either SAP partner Web services or additional services you have created. Drag and drop an existing service onto the authoring canvas, or use the New service. menu to create a new Web 6. Using the mouse cursor, draw a connecting line between any mashup in-ports, user inputs, or data sources and the Web service. This establishes the logical order of the mashup. It is possible to connect one mashup in-port with multiple services. After connecting the service to a user input or in-port, you can then edit the service parameters, if applicable. 7. Add actions to the mashup by dragging and dropping them onto the authoring canvas and drawing a connecting line between them and the service. Actions allow you to transform the content retrieved by the Web services. You have the following options: Actions Filter Data Sort Data Truncate Data Merge Data Join Data Add Field Rename Field Delete Field Extract Field Replace Text Convert Text Concatenate Text Replace Value Arithmetic Operation Filter the items returned by the service. You can create rules based on the parameters provided by the service. Sort the display order of items in the results based on the parameters provided by the service. Truncate the number of items displayed in a feed after a given number. Merge multiple feeds to display in a common results list. You can use this action to combine data from two sources that have the same format into a single results list. Join two data sources based on conditional rules to form a new data source. You can use this action to combine data from two sources that do not have the same format. Add one or more fields available in the parameters returned by the service to the results. Rename one or more fields in the results. Delete one or more fields from the results. Extract a specific piece of information from the results, for example to use as input for another service within the same mashup. Replace a specific piece of text in the results with a different text. Convert text based on conditional rules. For example, by applying formatting to the text. Concatenate text in the results. For example, you can use this action to concatenate two parameters in the search results to display in the same field. Replace a value in the results based on conditional rules. Perform an arithmetic operation with the results based on operation rules. 8. For mashup categories that allow the results data returned by the service to be integrated back into the screen, you can add a Mashup Out-Port building block to the mashup using drag and drop. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 367

368 9. Click Preview Result. To preview the mashup results you may have to manually add a value to the input field of the mashup in-port or user input. To do this select the building block and under properties, enter a value. In the runtime version, these values will be replaced automatically by either the parameter taken from the screen out-port or by the user entering their own value. If you are using a service that uses the authentication method OAuth, then you will need to log on to the service and generate a PIN code in order to preview the service results. Afterwards when users are accessing the mashup, they will be prompted to create their own PIN code. 10. Adjust the display settings of the mashup results. By default, the results are displayed in a table format. Click Edit Display Settings and select one or more formats in which the mashup will be made available to all users. You must specify a default display option. For each display option you can also configure additional display properties, such as the maximum number of items that should be displayed. Note that the XML view is provided for your information while creating the mashup but will not be shown to other users. 11. If required, you can also change the default refresh settings that are used to determine when the Web service used in the mashup is called. You have the following options: Refresh on Mashup Loaded: Deselect this checkbox if you do not want the Web service to be called when the mashup is loaded for the first time. Refresh on In-Port Data Changed: Deselect this checkbox if you do not want the Web service to be called when the user changes the in-port value. These options can be used if, for example, your mashup involves complex services such as calculations or uses a paid service such as an SMS sending service that should only be triggered manually. 12. On the Review step, you can view how the mashup will be displayed to users. Review your settings and click Finish to create the mashup. Result After a mashup has been activated, it can be made visible on the screens for which it is configured. There are two ways this can be done: The administrator does this centrally for all users in the Adapt menu. For more information, see Make a Mashup Visible on a Screen [page 362]. The user does this for himself or herself in the Personalize menu. For more information, see Personalize a Mashup. If a mashup has not yet been activated, the administrator can edit and activate it at a later date from the Mashup Authoring view Create an HTML Mashup Overview As an administrator, you can create HTML mashups to embed an HTML or JavaScript based Web page into a screen of your SAP cloud solution , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

369 Some Web services may pass your business data to a third-party organization, for example, account data is passed to a search engine when performing a reverse lookup in an online address book. We recommend that you check whether the mashup conforms to your company s data privacy policies before activating the mashup. Prerequisites You know the URL of the Web site that you want to embed. Procedure Go to the Application and User Management or Administrator work center. Then choose Business Flexibility Mashup Authoring. Click New New HTML Mashup, and do the following steps: 1. Select a mashup category. The mashup category is used to group mashups by the type of information they provide. It is shown to business users when they personalize mashups in the side panel. 2. For the mashup category, you then select the port binding that you want to use in the mashup. This information is not shown to business users. The port binding defines which screen out-ports or in-ports can be used in the mashup and on which screens the mashup can be used. 3. Enter a name and a description for the mashup. The mashup name will be displayed to business users when using the mashup. By default, the mashup has the status Active. This means it will be available for use when saved. If you want to prevent users from accessing the mashup immediately, change the status to Inactive. 4. Under Configuration Information, adjust the display height, as required. The default height is 327 pixels. 5. Specify the type of mashup you want to create. That is, select whether you want to enter HTML code or a URL. 6. Depending on what you have selected, do one of the following: Enter a URL 1. Enter a URL in the URL field and click Extract Parameters. The system extracts the parameters from the URL and adds them to the table below, where you can edit constants and bind parameters to the screen out-ports available for the selected port binding. For URLs that do not use queries you can manually add curly brackets around terms that should act as placeholders. For example, in the URL #search/sap, you can replace the word SAP with a search term in curly brackets, for example, {term}. If you then enter {term} in the URL field and click Extract Parameters, the word in brackets is extracted as a parameter. 2. Click Preview to display the end result of the mashup. Enter HTML Code 1. In the HTML Code Editor you can copy or enter your own HTML code. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 369

370 In addition, you can use a third-party REST service or create your own REST service. We recommend that you use JSON service protocol for your REST service. To add the Web service to the HTML mashup, click Add REST Service and select a Web service from the REST Services dialog box. The code template of the API is inserted automatically in the HTML code editor. To assist you in coding HTML Mashups, some example APIs are documented here: Example APIs for HTML Mashups [page 370]. 2. Under Input Parameters and Output Parameters, the parameters are listed depending on the port binding that you have chosen. If required, you can copy the string code for a parameter to the HTML code editor by selecting the parameter and clicking Copy. The string code of the parameter is copied to the first row of the editor. You can then move this code string to the required location in the code. 3. Click Preview to display the end result of the mashup. 4. To test the mashup, you can enter sample values for the parameters, and click Update Parameter Values to the right of the HTML code editor. If you change the code, you need to click Preview again to display the updated result of the mashup. 7. Save your changes. Result After a mashup has been activated, it can be made visible on the screens for which it is configured. There are two ways this can be done: The administrator does this centrally for all users in the Adapt menu. For more information, see Make a Mashup Visible on a Screen [page 362]. The user does this for himself or herself in the Personalize menu. For more information, see Personalize a Mashup. If a mashup has not yet been activated, the administrator can edit and activate it at a later date from the Mashup Authoring view Example APIs for HTML Mashups Overview This document provides some example APIs to help you to code HTML mashups. Any software coding or code lines/strings ( Code ) provided in this documentation are only examples and are not intended for use in a productive system environment. The Code is only intended to better explain and visualize the syntax and phrasing rules for certain SAP coding. SAP does not warrant the correctness or completeness of the Code provided herein and SAP shall not be liable for errors or damages cause by use of the Code, except where such damages were caused by SAP with intent or with gross negligence , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

371 External REST Service Call Method sap.byd.ui.mashup.callservice(serviceoptions) Usage When you click Add REST Service in the toolbar of the editor, the code template of this API is inserted automatically. Parameters serviceoptions is a JSON object with the following parameters: Parameter Description Mandatory/Optional serviceid The ID of the REST service called Mandatory parameter A JSON object that parameterizes the service Optional oncomplete Callback method name if the service call succeeds Optional onerror Callback method name if the service call fails Optional Example sap.byd.ui.mashup.callservice({ serviceid: 'CW00001' parameter: {'query': 'SAP',}, oncomplete: 'servicecallback_cw00001', onerror: 'exceptionhandler_cw00001' }); Responding to Application Context Update Method sap.byd.ui.mashup.oncontextupdate() Usage If a port binding is assigned in the mashup, all the context parameters from out-port of the application and the predefined system parameters are displayed in the Input Parameters table. If you select an input parameter and click Copy, the system automatically copies the parameter in the selected row as a code string to the first line of the editor. You can then move this code string to the required location in the code. After you have finished entering the code and clicked Preview to preview the results of the mashup, you can test the oncontextupdate API. Enter sample values for the input parameters and then click Update Parameter Values. Parameters The context can be accessed via sap.byd.ui.mashup.context, which is a JSON object with the following objects: In-port if the mashup defines port binding, the values from the corresponding application out-port can be accessed by using inport.parametername. System Mashup system parameters Parameter system.logonlanguage Description Current display language in your SAP solution Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 371

372 Parameter system.productversion system.shorthostname Description Current version of your SAP solution Short host name of your SAP solution Example sap.byd.ui.mashup.oncontextupdate = function() { var ctx = sap.byd.ui.mashup.context; // context parameters console.log('logon language:' + ctx.system.logonlanguage); // whole list of parameters for Port Binding Reverse Lookup console.log('company name:' + ctx.inport.companyname); console.log('address:' + ctx.inport.address); console.log('street:' + ctx.inport.addressstreet); console.log('street with house No.:' + ctx.inport.addressstreethousenumber); console.log('house No.:' + ctx.inport.addresshousenumber); console.log('city:' + ctx.inport.addresscity); console.log('country:' + ctx.inport.addrsscountry); console.log('country code:' + ctx.inport.addresscountrycode); console.log('postal code:' + ctx.inport.addresspostalcode); console.log('state/province:' + ctx.inport.addressstateprovince); console.log('state/province code:' + ctx.inport.addressstateprovincecode); }; Write Back Data to Application UI Method sap.byd.ui.mashup.fireresultupdate(resultobject) Usage To consume this API, a writeback port binding (for example, Reverse Lookup) should be specified in the mashup. The Output Parameters table contains the parameters used to write back data to the corresponding application inport. Click Copy to copy the corresponding parameter of the selected row to the editor. Using this API method, the preview values are filled with the values from the HTML application. Parameters resultobject is a JSON object which reflects the corresponding in-port of the application UI. Example // Example: Port Binding Reverse Lookup // Address is a local object. sap.byd.ui.mashup.fireresultupdate({ 'CompanyName': address.name, 'AddressStreetHouseNumber': address.street, 'AddressStreet': address.street, 'AddressCountryCode': address.country, 'AddressStateProvinceCode': address.state, 'AddressCity': address.city, 'AddressPostalCode': address.zipcode }); , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

373 See Also Create an HTML Mashup [page 368] Create a Mashup for an Extension Field Overview As an administrator, you can create a mashup and use an existing extension field as a parameter in the mashup. After you have activated the mashup and made it visible on the screen, an end user can enter data in the extension field to call up the Web service for this mashup. For a data mashup, the result of the mashup is transferred back to the extension field in SAP's cloud solution. Prerequisites An extension field has been created and made visible on the screen to which you want to add the mashup. Procedure First create the mashup, then add it to a screen. Depending on your solution, go to the Application and User Management or Administrator work center. Then choose Business Flexibility Mashup Authoring,and do the following steps: Create the Mashup 1. In the Mashup Authoring view, click New and select the required mashup type. 2. Select a mashup category that reflects the type of content that the mashup will contain. The mashup category is displayed to business users when they personalize the mashup. 3. Leave the Port Binding field empty. 4. Continue creating the mashup and then save your changes. 5. Check that the mashup has been activated. Add Mashup to Screen 1. To add the mashup to a screen, go to the screen where the extension field is visible and where you want to add the mashup. 2. Click Adapt, then choose Enter Adaptation Mode. 3. Click Adapt again, then choose Edit Screen. 4. In the side panel, click Mashups and Web Services. 5. Select the mashup that you created. Under Input Binding or Output Binding, select the extension field from the dropdown list beside the parameter name. Only extension fields that have been made visible on the screen are available in the dropdown list. 6. Adjust the appearance of the mashup, as required. The appearance options may vary depending on the extension field that you selected. 7. Make the mashup visible and publish your changes. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 373

374 Mashup Categories Overview When you create a new mashup, you need to select a mashup category. Mashup categories are used to group together mashups by the type of service or information that they provide. Depending on the mashup category selected, you can then select a port binding. This defines the screen out-port parameters that can be used in a mashup and the screens on which the mashup can then be made visible. Features The following table gives an overview of the different mashup categories available in SAP's cloud solutions, and the type of information available for use in each mashup category. The out-port type corresponds to one or more parameters that can be used when creating a mashup. The mashup categories and port bindings that are available depend on the cloud solution that you have. When you create a new mashup, you can see which mashup categories and port bindings are available in the dropdown list. Mashup Categories and Port Bindings Mashup Category Port Binding Description Out-Port Type Business & Finance Additional Account Information Show additional information for a dedicated account Account name information Company Financial and Business Information by Company Name or DUNS Search for business-related information based on a company name or D-U-N-S number D-U-N-S number and name of company Company Financial and Business Information by Company Name Search for business-related information based on a company name Name of company Company Financial and Business Information by Industry Search for business-related information based on an industry Name of industry Company Financial and Business Information by Nielsen Code Search for business-related information based on a Nielsen code Nielsen code Point-of-Sale Transaction Lookup Look up a point-of-sale transaction in a third-party point-of-sale system Point-of-sale transaction information Web Feed by Company Name Display web feeds filtered by a company name Name of company , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

375 Mashup Category Port Binding Description Out-Port Type Location & Travel Business Locator Search for a local business address by address or industry Industry and address information Route Planner Weather Web Map Plan a business route based on a list of addresses Display weather information based on an address Display a business address on a map or get directions based on an address Start address, end address, and additional destinations Address information Address information News & Reference Business Partner Web Search Search for a business partner by name Search term Product Web Search Search for product information by name Product search term Search Provider Search for a search term Search term Productivity & Tools Reverse Lookup Look up a business address using partial address information Name and address information Reverse Lookup by Phone Shipping Service Sourcing URL Navigation Look up a business address using a phone number Integrate shipping services (limited) Search for sourcing information based on a product description Navigate to an internal or external resource URL Phone number Shipping information Search term URL navigation information Social & Communication Social Network Display people or business partner profiles that are listed in a social network People or business partner profile information The following table shows on which screens a mashup can be made visible for each port binding. Port Binding by Screen Port Binding Work Center Screen Account Additional Information Business Partners Account Overview fact sheet Business Locator Business Partners Partner Overview fact sheet Private Account editor Contact Overview fact sheet Liquidity Management Marketing Business Partners My Bank Overview fact sheet Competitor Overview fact sheet Suppliers view Supplier editor Supplier Overview fact sheet New Supplier activity Service Agent Overview fact sheet Tax Management Tax Authority Overview fact sheet Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 375

376 Port Binding Work Center Screen Business Partner Web Search and Search Provider Business Partners Business Partners Liquidity Management Marketing Personnel Administration Business Partners Tax Management Partner Overview fact sheet Contact Overview fact sheet Contact editor New Contact activity Account Overview fact sheet Accounts view Corporate Account editor New Corporate Account activity Private Account editor Business Partner Organization editor Business Partner Person editor My Bank Overview fact sheet Competitor Overview fact sheet New Social Insurance Fund activity Social Insurance Fund Overview fact sheet Suppliers view Supplier editor New Supplier activity Service Agent Overview fact sheet Tax Authority Overview fact sheet , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

377 Port Binding Work Center Screen Company Financial and Business Information by Company Name and Web Feed by Company Name Company Financial and Business Information by DUNS Number Business Partners Business Partners Liquidity Management Marketing Personnel Administration Business Partners Tax Management Business Partners Business Partners Account Overview fact sheet Accounts view Contact editor Corporate Account editor New Contact activity New Corporate Account activity New Partner activity Private Account editor Partner Overview fact sheet Partner editor Partners view Business Partner Organization editor Business Partners view Clearing Houses view Clearing House editor My Bank Overview fact sheet My Bank editor My Banks view Competitors view Competitor editor Competitor Overview fact sheet Social Insurance Fund editor Social Insurance Fund Overview fact sheet New Social Insurance Fund activity Suppliers view Supplier editor New Supplier activity Supplier Overview fact sheet Tax Authority Overview fact sheet Tax Authority editor Tax Authorities view Account Overview fact sheet Accounts view Corporate Account editor Supplier editor Suppliers view Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 377

378 Port Binding Work Center Screen Company Financial and Business Information by Industry Company Financial and Business Information by Nielson Code Business Partners Business Partners Business Partners Business Partners Account Overview fact sheet Accounts view Corporate Account editor New Corporate Account activity Business Partner Organization editor Business Partners view New Supplier activity Supplier editor Suppliers view Corporate Account editor New Corporate Account activity Account Overview fact sheet Point-of-Sale Transaction Lookup Business Partners Account Overview fact sheet Customer Invoicing Point-of-Sale Transaction editor Point-of-Sale Transaction Overview fact sheet Point-of-Sale Transactions view Product Web Search Sales Orders Sales Order editor Reverse Lookup Business Partners New Partner activity Contact editor Corporate Account editor New Corporate Account activity Private Account editor New Private Account activity Business Partners New Business Partner Organization activity New Business Partner Person activity Liquidity Management New Bank activity New Clearing House activity Marketing Personnel Administration Business Partners New Competitor activity New Social Insurance Fund activity Supplier editor New Supplier activity Tax Management New Tax Authority activity , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

379 Port Binding Work Center Screen Reverse Lookup by Phone Business Partners New Partner activity Contact editor New Contact activity Corporate Account editor New Corporate Account activity Private Account editor New Private Account activity Business Partners New Business Partner Organization activity New Business Partner Person activity Liquidity Management Personnel Administration Business Partners New Bank activity Social Insurance Fund editor Supplier editor New Supplier activity Tax Management New Tax Authority activity Route Planner Field Service and Repair Order Pipeline view Shipping Service Outbound Logistics Outbound Deliveries view Outbound Delivery editor Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 379

380 Port Binding Work Center Screen Social Network Business Partners Account Overview fact sheet Contact editor Contact Overview fact sheet Contacts view New Contact activity New Private Account activity Private Account editor Business Partners Business Partner Contact editor Business Partner Contact Overview fact sheet Business Partner Contacts view Business Partner Organization editor Business Partner Overview fact sheet Business Partner Person editor Employees view New Business Partner Contact activity New Business Partner Organization activity New Business Partner Person activity New Employee activity Resource Management Resource Profile editor Resource Profile Overview fact sheet Resource Profiles view Business Partners New Service Agent activity New Supplier activity Service Agent editor Service Agent Overview fact sheet Service Agents view Supplier editor Supplier Overview fact sheet Suppliers view Managing My Area Employee Profile editor Employee Profile Overview fact sheet Sourcing Purchase Requests and Orders Purchase Request Assign Source of Supply Purchase Requests view Business Partners Supplier editor URL Navigation Business Partners Accounts view , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

381 Port Binding Work Center Screen Weather and Web Map Business Partners Business Partners Inbound Logistics Liquidity Management Marketing Partner Overview fact sheet New Partner activity Partner editor Partners view Contacts view Contact Overview fact sheet Contact editor New Contact activity Account Overview fact sheet Accounts view Corporate Account editor New Corporate Account activity Private Account editor New Private Account activity Business Partner Contact Overview fact sheet Business Partner Contact editor Business Partner Organization editor Business Partner Person editor Business Partner Overview fact sheet Business Partners view Employee Contact Data fact sheet New Business Partner Organization activity New Business Partner Person activity New Business Partner Contact activity New Registered Product activity Registered Product editor Registered Product Overview fact sheet Inbound Delivery Notification editor New Inbound Delivery Notification activity My Bank Overview fact sheet My Banks view My Bank editor New Bank activity Clearing Houses view Clearing House editor New Clearing House activity Competitors view New Competitor activity Competitor Overview fact sheet Competitor editor Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. Outbound Logistics New Outbound Delivery activity 381 Outbound Delivery editor

382 Port Binding Work Center Screen Web Widget Web widgets can be added to any screens including the Home work center Overview view as well as all other Overviews. See Also Mashup Authoring Quick Guide [page 358] Enabling Mashup Integration with ECC Systems About this document You can create a mashup that allows your solution to send ticket data to an external ECC system. Additionally, you can create mashups with external applications that incorporate the ticket parameters. You have implemented a mashup that automatically populates ticket data into a sales order. Agents can use solution to quickly create sales orders as a follow up activity to a ticket. Prerequisites To deploy ECC integration in Cloud for Service with mashups or the Order Complaint solution template, you must enable ERP master data integration to pass ERP data to mashups and the Order Complaint solution template. For more information, see Enabling Features in Scoping for SAP Cloud for Service or Social Engagement [page 46]. Create the Mashup 1. Enter the general information for the mashup. For more information about creating a specific mashup, see Create an HTML Mashup [page 368], Create a URL Mashup [page 364], or Create a Data Mashup [page 365]. a. Choose Productivity & Tools in Mashup Category. b. Choose Ticket Information in Port Binding. 2. The following ticket parameters are available for the mashup. Parameter TicketID TicketDescription ExternalSalesOrderID SalesOrganizationID SalesOrganizationName SalesDistributionChannel SalesDivision Description The number ID assigned to a ticket. The ticket subject line. The number ID of the referenced sales order assigned by an external CRM onpremise system. The number ID assigned to a sales organization. The name of the associated sales organization. The name of the associated sales distribution channel. The name of the associated sales division , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

383 Parameter CustomerID CustomerName ContactID ContactName Contact ID ProductID ProductName ProductCategoryID ProductCategoryName RegisteredProductID ServiceCategoryID ServiceCategoryName IncidentCategoryID TicketReportedOn CauseCategoryID CauseCategoryName ObjectCategoryID ObjectCategoryName ResolutionCategoryID ResolutionCategoryName KBSearchTerms WarrantyID WarrantyName WarrantyReferenceDate UserID UserFirstName UserLastName User ExternalCRMID ExternalCustomerID ExternalContactID ExternalProductID CustomerAddressHouseNumber CustomerAddressStreetName CustomerAddressCityName CustomerAddressStateProvinceCode CustomerAddressPostalCode CustomerAddressCountryCode Description The number ID assigned to a customer. The name of a customer. The number ID assigned to an account contact. The name of an account contact associated with a ticket. The number ID assigned to an account contact's . The number ID assigned to a product. The name of a product associated with a ticket. The number ID assigned to a product category. The name of a product category associated with a ticket. The number ID assigned to a registered product. The number ID assigned to a service category. The name of a service category associated with a ticket. The number ID assigned to an incident category. The date that a ticket was reported either in an external system or in Cloud for Customer. The number ID assigned to a cause category. The name of the issue category that caused a customer problem. The number ID assigned to a product part number. The name of a product part. The number ID assigned to a resolution category. The name of the resolution category that solved a customer problem. The terms used to search for a knowledge base article. The number ID assigned to a warranty. The name of the warranty. The purchase or delivery date used to determine the start date of an entitlement. The number ID of the agent logged into the system. The first name of the agent logged into the system. The last name of the agent logged into the system. The e mail of the agent logged into the system. The number ID assigned to a ticket by an external CRM solution when the ticket is copied to an external CRM solution. The number ID assigned to an external customer. The number ID assigned to an external contact. The number ID assigned to an external product. The house number of the customer. The street name of the customer. The city of the customer. The state or province code of the customer. The postal code of the customer. The country of the customer. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 383

384 Parameter CustomerPostalAddress CustomerPhone Customer Description The postal address of the customer. The phone number of the customer. The address of the customer. 3. The mashup can be made visible on the screen for which it is configured. For more information, see Make a Mashup Visible on a Screen [page 362] Input and Output Management Output Management Overview Output management comprises all activities related to the output of documents in print, , or fax format. Formbased documents can be output on an ad hoc basis or as an integrated part of a business process. Ad hoc output is generated when a user previews a document in Adobe Reader and either prints a paper copy or saves an electronic copy of the document in portable document format (PDF). This type of output does not require any configuration and can take place at any time. Process-integrated output means that the output of a document is triggered and performed by the system as part of a business process. For example, a purchase order is created by an employee and sent to his or her manager for approval. On approval by the manager, the document is sent automatically to the output channel defined in the output settings of the document. This could be print, , or fax. Default output settings and output channel and form template rules can be created by administrators to define how a particular document is output by the system. For each document in your solution, SAP provides a preconfigured output scenario allowing either ad hoc and/or process-integrated output. This document describes form-based output only. Note that it is also possible to print a screen using the Print button when viewing a business document or object. For more information, see Print a Screen. This document does not describe communication arrangements or file input runs. For more information on these topics, see the Communication Arrangements Quick Guide [page 165] and the File Input Quick Guide. Ad Hoc Output Users can display any form-based document in Adobe Reader by clicking the Preview button while viewing or editing the document. A PDF file of the document is displayed and can be viewed, printed or saved using the integrated Adobe Reader functions. If the document being previewed has been configured for use with process-integrated output, the PDF file contains a watermark to indicate that the document is a draft version. This ensures that the final copy of the document can only be output by the system and not manually. Note that some business processes such as shopping carts or knowledge base articles only support output using the Preview button , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

385 Process-Integrated Output Process-integrated output ensures that the documents sent to your business partners only contain complete and approved data as part of a defined business process. It also allows the output history of the document to be tracked. The process-integrated output of a document is triggered, for example, when a document is released by the document owner or when a manager has approved the document. This process varies depending on the underlying business process configuration. When the output of a document is triggered, the system uses the output settings of the document to determine which output channel and form template to use when creating the document. Depending on the defined output channel, the document is either sent to a print queue, ed as a PDF attachment, or sent by fax. The appearance and content of the document is defined by a form template. For each business document type, a default output channel and form template can be configured by the administrator. The employee responsible for a document can override the default settings of the document prior to submission. For more information about the configuration of process-integrated output, see Process-Integrated Output Settings in the Help Center of your solution. Process-Integrated Printing The default printing set up of SAP's cloud solution requires that each employee who is responsible for the output of a document is also responsible for manually printing the document. If you want a document to be printed by a user other than the document owner, or automatically without any involvement of the document owner, then you must set up an alternative printing scenario. For more information, see Process-Integrated Printing in the Help Center of your solution. Output Channels The following output channels are supported: Print Queues Print queues are used to collect documents to be printed either automatically by the system or manually by a user. For more information about the printing concept, see Process-Integrated Printing in the Help Center of your solution. The system generates the document as a PDF file and s it as an attachment to your business partner s address. output settings are configured during go live and can be changed in the Business Configuration work center using the and Fax Output Settings activity in the Fine Tune phase of the activity list. For more information, see Configuration: and Fax Output Settings in the Help Center. Note that the maximum size for an entire is 10 MB, and the maximum size for an attachment is 8 MB. To increase security, your SAP solution enables you to encrypt outgoing s and check the signature of incoming s by using the Secure/Multipurpose Internet Mail Extensions (S/MIME) standard. For more information, see Security in the Help Center. Fax The system generates the document as a PDF file and sends the document as an to a fax service provider, which converts the content and sends it to your business partner s fax number. Fax settings are configured during go live and can be changed in the Business Configuration work center using the and Fax Output Settings activity in the Fine Tune phase of the activity list. For more information, see Configuration: and Fax Output Settings in the Help Center. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 385

386 Attachments You can choose whether attachments should be included when a business document is output. You can do this either when adding the attachment to the business document or by adjusting the output settings of a business document that already has attachments. For documents that are going to be printed, note that the Print Manager can only print PDF attachments. For documents that are going to be ed or sent by fax, all types of attachments can be included. For business documents that are output on an ad hoc basis using the Preview button, this means that the attachments will be made available in the Preview screen for the business document. For business documents that are output as process-integrated output, the attachment is automatically added to the or fax, or, for printing, it is automatically sent to the defined print queue. Example A sales employee has created and released a sales order. The system determines from the output settings of the document that the document should be sent by to the customer. The system creates a PDF file using the form template defined in the output settings, and then sends the PDF as an attachment to the customer. If no error is returned by the mail server, the output status is recorded as Successful in the Output History tab of the sales order editor Business Analytics Working with Reports Overview of Analytics Overview Analytics is integrated in the solution to support and monitor business processes, helping you to make informed decisions. Reports can be accessed from the Reports work center view of work centers and are also embedded into Overview work center views, enabling transparency of data in system. The Analytics data in the solution is real time. There is no persistency in a separate Business Warehouse layer. Analytics data in the solution is also access context sensitive. This means that data sources are associated with access contexts to ensure that data is directed to users who are allowed to view the data. Types of Objects in Analytics Characteristic A field according to which values are selected. Characteristics are alphanumeric, numeric, or text values. Examples include Product ID, Supplier, and Purchase Order Status. Variables are often associated with specified characteristics. Variables restrict characteristics to one or more specified value selections , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

387 Key Figure A field according to which values are selected. Key figures are numeric values that have a unit of measure or currency assigned. Examples include Invoice Net Value and Purchase Order Quantity. Data Source An object containing key figures and characteristics, which provides a multidimensional, analytical view of business data. Data sources are associated with a specified access context or can be unrestricted. Example of a data source Key Figure Structure A group of predefined key figures for reporting on one axis. Key figures in the structure can be calculated or restricted. The access context of a key figure structure is that of the underlying data source. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 387

388 Example of a key figure structure with data Characteristic Structure A group of predefined characteristic elements in a key figure grid. Characteristic elements are characteristics that can be calculated or restricted. The access context of a characteristic structure is that of the underlying data source. Example of a characteristic structure with data Key Figure Grid A group consisting of a key figure structure and a characteristic structure for reporting on two axes. The access context of a key figure grid is that of the underlying data source. Example of a key figure grid with data Report A compilation of data for analysis. Reports show values derived from key figures and characteristics in data sources, key figure structures, and key figure grids , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

389 Example of a report See Also Analytical Navigation [page 420] Reports View Overview The solution delivers predefined content for reports that are defined in your scope. Reports can also be defined by administrators for business users. The Reports view is a central access point to reports associated with a work center. The following report types are available. Browser-Based Reports Consists of a compilation of data for evaluation where analysis and drill-down is supported. You can open browser-based reports either in a Web browser or in Microsoft Excel. Microsoft Excel-Based Reports Using Microsoft Excel, you can view and edit reports in spreadsheets. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 389

390 To view and work with Microsoft Excel-Based reports, ensure that the add-in for Microsoft Excel is installed. Depending on your authorization, you can download the add-in from the following locations: From the top right corner of the screen by clicking Download. From the Download Center work center view of the Application and User Management work center. From the Self-Services work center view of the Home work center Mobile Reports Mobile reports are browser-based reports that are enabled for mobile devices. Features Opening Reports The report names are displayed as links. To open the report, click the relevant link. By clicking View With open a report either in a Web browser or in Microsoft Excel., you can You can also open reports from the Gallery work center view in which you can browse reports. Organizing Reports By default, all reports associated with the work center are displayed and the Advanced find feature is closed. From the Show dropdown list, you can choose whether to display reports by the following criteria: By Report Category My Priority Reports To include or remove a report from your priority list, select the report row, click Priority as Priority or Remove from Priority., and choose Mark All Reports All Reports - Quick List Displays a list of reports, providing only the names and descriptions of reports. By default, the system displays reports grouped by report category. Details In the Details section below the reports list, you can find additional information about the selected report. There are three tab pages in the Details area of the Reports view. Report Views A report view is a modified view of the data available with a report. The Report Views tab page displays all existing views associated with a report. These are divided into three categories: views created by you; views created by an administrator; views delivered by SAP; views created by SAP partners.report views are displayed as links and can be opened directly from this tab page by clicking the corresponding link. Report Details Displays general information about a report, including creation and change data. Under Report Categories, all of the report categories to which a report is assigned are listed, for example, Supply Chain Physical Inventory. Report Assignment , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

391 Displays the work center views and subviews with which the selected report is associated. Note that the list can also include views and subviews from work centers other than the work center in which the report is currently displayed. See Also Working with Reports in a Web Browser [page 391] Working with Reports and Plans in Microsoft Excel [page 396] Working with Mobile Reports Working with Selections [page 405] Working with Embedded Reports [page 405] Working with Reports in a Web Browser Overview Working with reports in a Web browser allows you to execute ad hoc analyses. You can open reports from the reports list in the Reports view and from embedded reports. The following two options are available to work with reports in a Web browser: Web Browser The Web Browser option provides standard functionality for working with reports. For more information, see Viewing Reports with the Web Browser Option [page 391]. Web Browser Quick Filter The Web Browser Quick Filter option is an alternative display that is intended to allow you to quickly analyze report data by filtering characteristics. The Web Browser Quick Filter option offers fewer functions compared to the standard option. For example, you cannot define the layout of the report data or add fields. For more information, see Viewing Reports with Web Browser Quick Filter [page 394]. To preview data sources, administrators use a limited range of available functions. For more information, see Design Data Sources Quick Guide [page 297] Viewing Reports with the Web Browser Option Overview Viewing reporting with the Web Browser option allows you to execute ad hoc analyses. You can open reports from the reports list in the Reports view and from embedded reports. Administrators use a limited range of functions as described below to preview data sources. Functions in the Content Area Display In the content area for the report, data is displayed in a table or chart depending on settings. You can switch the display format of the report. You can also undo a step or revert to the last saved state of the report. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 391

392 You can also sort data in ascending or descending order. Analytical Navigation In cells of reports displayed in table format, you can use the context menu for further navigation and analysis. Using the context menu, you can view existing documents related to a value. When you double-click a cell, the documents and reports to which you can navigate are displayed. For example, you can navigate to a preceding document, such as a purchase request, an overview document that provides information about a customer, or to another report. Functions in the Navigation Pane In the navigation pane, you can find functions to make display settings. Analysis functions are also available to display certain values. The following table provides an overview of display settings and analysis functions available for key figures and characteristics: Key Figures Display Hide Decimals Scaling Conditions Exceptions Sorting Characteristics Display Hide Adding Attributes Displaying Hierarchies Conditions Exceptions Sorting Display Settings By clicking Settings, you can determine how characteristics and key figures are displayed in the report along with making settings for charts and tables. Creating Exceptions and Conditions To create conditions and exceptions for the report, under Columns, click the dropdown list for Key Figures. You can create, edit, and delete exceptions and conditions by choosing Manage Exceptions or Manage Conditions accordingly. Selecting Key Figures To add additional key figures to the report from the available key figures or to remove them from the report, from Settings, choose Key Figures. You can determine the order in which key figures appear as columns in your report by moving them up or down in the list accordingly. You can also decide if you want to display technical IDs by clicking Show ID. Displaying Characteristics and Key Figures You can drag and drop characteristics and key figures in columns and rows to the Not Currently Shown list. To drag and drop, you use the Move function. This function is available from the dropdown list from the characteristics and key figures. If you select Remove, the characteristic or key figure is moved to the Not Currently Shown list. Toolbar Functions , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

393 Close Closes the Web browser window. View You can save the current report view, save the report view under a different name, and manage the report views. Under Manage Views, you can set a report view as default, rename, or delete personal report views. Settings You can determine how characteristics and key figures are displayed in the report along with making settings for charts and tables. Selections You can set values for filter and variables in the Selection area, and manage selections. You can decide whether to hide or show the Selection area before starting a report using the start options. The start options indicate whether the Selection area is displayed. By default, the Selection area is displayed, but the report is not started. Note that if you set the start option to Hide Selection Area and Start Report, the next time you start the report, the system uses the existing set of variables with the current value selections. To close the selection area, click the icon to the right of the Start Options dropdown list. Add Fields You can add fields, such as characteristics and attributes of a characteristic, to the report. You can also add variables and hierarchies as variables. For more information, see Add a Field to a Report [page 419]. Print Allows you to print the report using one of the printers connected to your computer. Download Downloads the report to Microsoft Excel in XML or CSV format. Note that the report opens in read only mode. You can also download data sources in CSV format. The format and the available fields of the downloaded data source differ from a downloaded report. For example, in a downloaded report, the value and unit of measure are combined in one field whereas in the downloaded data source, the fields are separate. Another example is that there may be key figures only defined for the report, which are not available in the underlying data source. To perform ad-hoc analyses, you must open the report in Microsoft Excel. From the Reports work center view, click View With, and choose the Microsoft Excel option. Send You can send the report as an attachment or as a link. Chart and Table Switch the display of the report to a table, chart, or display both formats. Navigate To You can navigate to a different tool with which to view and analyze the report. View Shows the report view that is displayed in the Web browser. The dropdown list displays the report views that are available with the corresponding report. A report view is a modified view of the data available with a report. You can also define one or more views for a report. You define a view by saving the current status of a report. Selection Shows the saved set of values for the filter and variables currently used with the report. The dropdown list shows the selections available with the report. Set as Default Sets the current report view and defined selection as default. Selections can also be set as default in the Selection area. For selections, the last set default is valid whether the default is set in the Web browser or from the Selection area. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 393

394 Report Header The report header is located to the right of the toolbar. By clicking the Show Report Header icon, the system displays the access context, selection ID, and any filters set. If available, any information and warnings are also displayed. For example, if the display currency is set using key figure settings or variables. You can also view technical information about the report, such as the report ID and the data source for the report. Note that you can also undo the last step or go back to the default view and selection Viewing Reports with Web Browser Quick Filter Overview Viewing reports with the Web Browser Quick Filter option allows you to quickly filter data that can be displayed as a chart, table or both. You can open reports from the reports list in the Reports view and from embedded reports. Toolbar Functions Close Closes the report. View You can save the current report view, save the report view under a different name, and manage the report views. Under Manage Views, you can set a report view as default, rename, or delete personal report views. Save You can save the displayed report view and selection as default. Settings Enables you to change the layout of the report and make display settings. The following options are available: Characteristics On the Edit tab page, you can select characteristics to be displayed in the report. For information about other characteristic settings, see here [page 408]. Key Figures On the Edit tab page, you can select key figures to be displayed in the report. For information about other key figure settings, see here [page 309]. Exceptions Enables you to identify deviations from threshold values or intervals. For more information about exceptions, see here [page 424]. Conditions Enables you to restrict the results area of a report in accordance with certain criteria. Note that conditions only restrict the results displayed in a report; they do not restrict the value available with characteristics in the quick filter area. For more information about conditions, see here [page 422]. Table Enables you to make display settings for the report when displayed as a table. For information about table settings, see here [page 409]. Chart , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

395 Selections Enables you to make display settings for the report when displayed as a chart. For information about chart settings, see here [page 411]. You can set values for filter and variables in the Selection area, and manage selections. By default, the Selection area is closed. For more information about working with selections, see here [page 405]. Print Allows you to print the report using one of the printers connected to your computer as a table or chart, independent of the current display. Download Exports the report to Microsoft Excel in XML or CSV format. Note that the report opens in read only mode. The format and the available fields of the downloaded data source differ from a downloaded report. For example, in a downloaded report, the value and unit of measure are combined in one field whereas in the downloaded data source, the fields are separate. Another example is that there may be key figures only defined for the report, which are not available in the underlying data source. To perform ad-hoc analyses, you must open the report in Microsoft Excel. From the Reports work center view, click View With, and choose the Microsoft Excel option. Send You can send the report as an attachment or as a link. Table and Chart Switch the display to a table, chart, or both table and chart. Navigate To You can navigate to a different tool with which to view and analyze the report. View Shows the report view that is displayed in the Web browser. The dropdown list displays the report views that are available with the corresponding report. A report view is a modified view of the data available with a report. You can also define one or more views for a report. You define a view by saving the current status of a report. Selections Shows the saved set of values for filter and variables currently used with the report. The dropdown list shows the selections available with the report. By clicking Selections, and choosing Manage, you can set a selection as default, rename, or delete selections. Note that the Initial selection cannot be deleted and is not available on the Manage tab page. Set As Default Sets the current report view and defined selection as default. Selections can also be set as default in the Selection area. For selections, the last set default is valid whether the default is set in the Web browser or from the Selection area. Quick Filter Area In the Quick Filter area, from the Characteristics list box, you can select from all characteristics available with a report. The Characteristics list box contains the characteristics available with the report. To display the values available with a characteristic, click the characteristic. The characteristic then appears to the right of the Characteristics list box. Values can then be selected and deselected. To support a quick selection of values, the list boxes provide sorting and filter functions for values. The report data which is displayed in the chart and table changes when you change values in the Quick Filter area. Note that when you remove a characteristic from the Quick Filter area, any values that you have selected for the filter are removed. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 395

396 The values available with the characteristics are restricted to the value selections that you set using the variables in the Selection area. Any changes you make to the value selections for variables in the selection affect the value selections available to be filtered for characteristic. The system resets any filter value selections you have made if you change the values selections set in the selection and start the report again by clicking Go. The order of characteristics in the Characteristics list box and the order as displayed in the report is set using characteristic settings. The order of characteristics in the Characteristics list box is alphabetical, starting with selected characteristics, and then the available characteristics. The order of characteristics that you have selected to filter in the Quick Filter area has no effect on the order of characteristics as displayed in the report. Content Area In the content area for the report, data is displayed as a table, chart, or both, depending on settings. You can switch the display format of the report. Analytical Navigation In cells of reports displayed in table format, you can use the context menu for further navigation and analysis. Using the context menu, you can view existing documents related to a value. When you click a cell, the documents and reports to which you can navigate are displayed. For example, you can navigate to a preceding document, such as a purchase request, an overview document that provides information about a customer, or to another report Working with Reports and Plans in Microsoft Excel Overview The SAP add-in for Microsoft Excel enables you to execute ad hoc analyses, create workbooks, create plan data, and define sales targets. Microsoft Excel-Based Reporting You can open reports from the workbooks and reports list in a Reports work center view by clicking View With and choosing the Microsoft Excel option. You can also open reports directly in Microsoft Excel by logging on the SAP system. Administrators can create design workbooks and make them available for business users from the Business Analytics work center. Microsoft Excel-Based Planning To overcome the limitations of the conventional approach of planning in spreadsheets, business planning consists of features to enable planners to efficiently obtain and work with planning data in business environments , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

397 Analytic Features To view and work with Microsoft Excel-based reports and plans, ensure that the add-in for Microsoft Excel is installed. Depending on your authorization, you can download the add-in from the following locations: By clicking Download in the top right corner of the solution. From the Self-Services Overview work center view of the Home work center under Install Additional Software. From the Download Center work center view of the Application and User Management work center. The analytic features in the add-in tab enables you to save workbooks to the solution system. You can also use available Microsoft Excel functions. Depending on your access rights, different workbooks and reports are available. Saved workbooks are then available from different work center views. Note that the functions available to you depend on your access rights and work center and work center view assignments; the reports you work with in a Web browser are also available using the add-in for Microsoft Excel. Administrators Administrators can create and edit public workbooks as follows: 1. Open the public or personal workbook. 2. Switch to design mode by clicking Design Workbook. If you want to view the workbook with generated test data, refresh the workbook. 3. Make any relevant changes and save. 4. Assign the workbook to the relevant work center views to make it public. Note that if the workbook has already been assigned and is public, you do not need to assign the workbook again. Workbook Group The workbook group provides functions to open and save workbooks and reports. You can also copy, remove, and protect reports and worksheets. Open Downloads and opens a workbook from the solution system. Save Saves the workbook back to the solution system as a public workbook. You have the following options to save workbooks to the solution system. Save All The following options are available Save All Save Workbook Save Plan Data Save Workbook As New Switch Workbook Type The follow table provides an overview of the workbooks available. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 397

398 Workbook Type Personal workbook Public workbook Design workbook Description A workbook that is adapted to the individual business needs of a user. A personal workbook is only available to the user who creates it. Any change to a personal workbook is saved back to the solution system. A workbook that can be consumed by all users who have the corresponding work center views assigned. Public workbooks are read-only and can be adapted with personalized views and selections to the business needs of the user. Note that before a created workbook can be made public, administrators must first save the workbook as a design workbook. A workbook that only includes the layout without data and is only available from the Business Analytics work center. Since administrators in general are not allowed to view business data, the data is deleted whenever you store a design workbook. As soon as a design workbook is assigned to a work center view, business users can use it as a public workbook with real data. Insert Report Inserts a report into the worksheet starting in the active cell. By selecting the Paging checkbox, the system displays the first 50 rows of the report including the column headers. Paging down shows the next 50 lines. This is useful if you want to start a report that has large amounts of data. By limiting the number of rows displayed, the system can display the report more quickly. You can still filter or make value selections in order to display the data you want. Note that if you filter or make value selections, the system displays the first page with the specified number of rows. Copy Report Copies the report and any report views and variable values in order to paste it in a different location. Paste Report Pastes the report and any report views and variable values that was last cut or copied into the active cell. Remove Report Removes the report and any report views and variable values in order to paste it in a different location. Protect Uses the Microsoft Excel function to protect the worksheet to prevent changes to all cells containing data from the solution system. Refresh Group Refreshes the data in the report. You can also defer refreshing the report. Refresh Refreshes the data in the report. Refresh Current Report Refreshes the data in the report that is currently selected. Refresh Worksheet When Activated If this feature is active for a workbook, any reports on a sheet in the workbook are automatically refreshed when the sheet is activated. Refresh Report You can select a report to refresh from the list. Refresh All Defer Refresh Defers refreshing the report until you refresh it manually. This function is useful, for example, if you make multiple changes to a report, such as to the layout or you add another key figure or column. Paging , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

399 You can enter the number of rows you want to display. For example, rows 10 to 40. If you click the down arrow, the system displays the next page with 30 rows, including the column headers. View Group Displays the report views that are available with a report. You can change the current report view. In the view pane, you can save changes as a new report view. The view pane also enables you to select the characteristics and key figures that are shown in the report. Displaying Characteristics and Hierarchies For characteristics and hierarchies, you can specify in which format the individual characteristic values of the characteristic are displayed. You can display characteristics and hierarchies as name, ID, or a combination thereof. Sorting You can also specify how characteristic values are sorted. You can sort characteristics displayed in rows and columns according to the description or ID in ascending or descending order. Results Row Using the values from the dropdown list, you can decide how the result is to be displayed. You can decide if results are to be displayed or if results are to be displayed when there are at least two single values. You can also activate and deactivate conditions that are either delivered with a report or that have been defined for the report or report view in a Web browser. For more information, see Conditions [page 422]. Selection Group You can display the set of value selections for variables that are available with a report. You can change the current set of value selections. In the Selection pane, you can save changes as a new set of value selections for variables. You can also set filter values by selecting values in the report and clicking the Filter icon in the Selection group. To remove the filter, click the corresponding icon. If you have multiple reports in a workbook and want to apply the same set of value selections, you can use values from dedicated cells. For example, you have multiple reports that all contain customers. You want to filter the data in the reports to show data related to customer On sheet 2, in cell D14, you enter In the Selection pane of the report, in the Customer variable entry field, you enter =Sheet2!D14. After refreshing the report, data is filtered to customers Alternatively, using Microsoft Excel functionality, you can define a name for the referenced cell, such as Customer, and enter the name instead of the address of the referenced cell in the Customer variable entry field; in this case, you enter =Customer. Note that this tip does not work for advanced restrictions, such as excluding a value or using intervals. Also note that data in the workbook is not automatically refreshed if you change the entry in the referenced cell. Header Group Enables you to insert a report header. You can specify if the report name is to be displayed along with technical information about the report. The header can be inserted either as a range of cells above the report or as a text box. Report Group Enables you to make further display settings. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 399

400 Navigate Enables you to navigate to another report or to an overview document. Insert Chart Enables you to insert a chart using Microsoft Excel functions. For information about Microsoft Excel chart types and functions, see Microsoft Excel documentation. Switch Display Mode of Current Report Grid Display Displays the report using the solution cell styles in the Microsoft Excel grid. PivotTable Display Enables you to display the report as a PivotTable using Microsoft Excel functions. For information about Microsoft Excel PivotTable functions, see Microsoft Excel documentation. Excel Table Display Enables you to display the report as a Microsoft Excel table. Note that if you select this display mode, the Microsoft Excel Design tab is displayed. This display mode is useful, for example, if you want to filter or to sort data using Microsoft Excel functions. For information, see Microsoft Excel documentation. Settings Freeze Panes Uses the Microsoft Excel freeze pane function to fix the header columns and rows. Format Report Formats the report using the default SAP Business solution cell styles as listed under the Microsoft Excel Home tab. Adjust to Complete Column Adjusts the width of columns to the width of the longest value in each column. Adjust to Report Result Adjusts the column width to the width of the longest value in the column. Use Outline for Hierarchies Uses the Microsoft Excel outline function to group characteristic hierarchies by expansion level. Expand Rows to Level You can choose the hierarchy level up to which the hierarchy is to be displayed when it is expanded. Merge Repeated Cells You can specify whether every instance of a characteristic value is displayed in a row or column. Show Results First You can specify how results are to be displayed. You can decide if they are to be displayed above rows or to the left of columns. Arrange As Hierarchy The system arranges characteristics in rows and in columns as a hierarchy. The row or column further left serves as the tree structure into which characteristics to the right are inserted. Invert Hierarchies The system inverts the hierarchy so that the hierarchy is displayed from bottom to top or from right to left. You can decide to invert a hierarchy in rows and in columns. Suppress Zero Values You can suppress columns or rows that contain zeros in your report. Show / Hide View Variables , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

401 Planning Header Messages You can specify if all messages or only errors are displayed. You can also decide if messages are displayed on user request. Assigning Workbooks Administrators can assign workbooks to work center views, make them available to business users. For more information, access the Help Center from the relevant screen. Planning Features The planning features of the add-in tab enables you to create and edit plan data. Cells that are enabled for input have a white background and become yellow when you change their value. Cell that are gray are read-only. Refresh Group Refresh Refreshes the data in the plan. Depending on the planning application you are using, when you make entries in cells, the changes you make are sent either synchronously or asynchronously. Upload Input (Asynchronous Sending including save) When you click Upload Input, the changes you make to the plan data are transferred to the system asynchronously, values are calculated, and the data is saved. You may need to wait before you can make further changes to the plan. While the system is calculating and saving, the related data in the cells is locked and is read only. Although you can still change values in the sheet, you cannot upload the new values. The only option is to refresh the data. If the system has completed the upload when you refresh, the system reads the data again and overwrites all values. In this case, cells are available again for entries. If the calculation is still in progress, a message about the progress of the upload is displayed. Note that if you want all read-only cells to be protected against changes, click Protect in the Workbook group. Tips and Tricks When Uploading Input When you create a plan, reduce the amount of data to the relevant characteristic value combinations, for example, account and cost center, that are required from a business perspective. Before changing plan values, restrict the amount of data as much as possible by using selection criteria for characteristic values in the Selection pane. If when changing plan values, the system takes a long time to transfer the data, consider changing less data at one time. For example, you want to change the plan data in 500 cells; change the data of the first 250 cells, upload, and then change the next 250 cells. If not needed from business perspective, avoid changing rows containing the Not Assigned characteristic value. If the value is required, upload rows containing this value separately from the rest of the data. If not needed from business perspective, avoid entering data on different aggregation levels, such as subtotals and totals in Result rows. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 401

402 Send Input (Synchronous Sending excluding Save) The changes you make to the plan data are sent to the system synchronously. You can continue to make changes to the plan as soon as the system has finished calculating and is ready for data entry again. Click Save Plan Data to save the data in the system. Refresh Current Report Refreshes the data in the report that is currently selected. Refresh Worksheet When Activated If this feature is active for a workbook, reports on a sheet in the workbook are automatically refreshed when the sheet is activated. Refresh Report You can select a report to refresh from the list. Refresh All Defer Refresh Defers refreshing the report until you refresh it manually. This function is useful, for example, if you make multiple changes to a report, such as to the layout or you add another key figure or column. Paging You can enter the number of rows you want to display. For example, rows 10 to 40. If you click the down arrow, the system displays the next page with 30 rows, including the column headers. Planning Group Enables you to plan at different levels and adjust values accordingly. Mark Selected Marks cells that you select to be sent back to the system. By marking selected cells, you set the value for the cell. The value therefore does not change when you redistribute values by clicking Refresh. Unmark All Unmarks all selected cells. The following example illustrates how values for sales and target planning can be distributed. Note that the characteristics available for financial planning may differ. You want to project revenue for your products and create a plan that contains the characteristics Product and Customer. Each product is sold to several different customers but you only want to see how much money you received for each product. You therefore choose a view that displays the aggregated revenue for your products. Any changes that you make to the product revenue on this aggregated view are distributed down to the individual customers for the relevant product. The following figures are used to illustrate how the data is distributed. The estimated revenue for your Product 1 is USD 1000, for Product 2 USD 2000, and for Product 3 USD In the system, this information is distributed down to the customer level: , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

403 You then change the value for Product 1 from USD 1000 to USD The system recalculates the result and again distributes all the values down to customer level in the same proportions: You then double the total revenue. The system distributes this over the three products in the same proportions as at the beginning and also distributes this information down to customer level: Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 403

404 Note that if you have a value for equal distribution on more than one level of a hierarchy, it may not appear to be distributed equally. The system distributes the value equally on the lowest level. The remainder is then distributed equally on the lowest level before the results are aggregated to the next highest level. For example, You have 11 items to be distributed equally (without decimal places) on multiple levels in a hierarchy. The higher level has two nodes; one node has one branch; the other node has two branches. Thus, the lowest level has three nodes. Equal distribution results in each lowest-level node having the value 3. The remainder is then distributed on the lowest level. This results in two lowest-level nodes having the value 4, and one lowest-level node having the value 3. Once aggregated to a higher level, one higher-level node has the value 4. The other higher-level node has the value 7. The result is displayed below. Further Notes The functions of the add-in for Microsoft Excel are restricted or not available when using the Microsoft object linking and embedding (OLE) feature. We therefore recommend not using this feature , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

405 Working with Embedded Reports Overview Embedded reports are reports that you can find in the Overview view of work centers or in overview documents. Features The following feature are available with embedded reports. Select different report views from the View dropdown list. Select different sets of saved value selections for variables from the Selection dropdown list. From Actions, you can view the full details of the report in a Web browser or you can set the refresh rate for the data. Note that by default, the refresh rate is every 6 hours. Switch between chart and table display. Adding Embedded Reports You can add reports as embedded reports to Overview work center views of work centers by personalizing the work center views. This is useful if you often open a particular report. To add a report to the Overview work center view, click Personalize, and choose This Screen. Under Personalize Overview, a list of reports are available that can be added. You can choose the report view and selection to be displayed. Note that embedded reports can only be displayed as table or chart. Displaying both table and chart is only possible when viewing reports in a Web browser. See Also Working with Selections [page 405] Working with Reports in a Web Browser [page 391] Working with Selections Overview When you open a report in a Web browser, the data displayed in the report is restricted to the value selections set using variables in the Selection area above the report and any saved filter values. Selection A selection consists of the set of variables available for the report and any defined value selections. The selection you define determines the data to be displayed in the report. The value selections you make using variables for the selection also determine the characteristic value selections that can be further restricted using the filter function. Note that you must specify a value for all mandatory variables. In the system, mandatory variables are indicated by an asterisk (*). Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 405

406 The Access Context variable is mandatory for all reports. This variable is defaulted to the access context to which the you are assigned. The system fills the variable with the access context available for the report. In this case, only one access context is assigned, and therefore the variable is not displayed. If the report supports multiple access contexts, you must specify which access context is to be used to select data. For reports opened with Microsoft Excel, the system also fills the variable with the initially saved access context. For example, you open the Project Cost Overview report in two work centers and have saved the Access Context variable with different value selections in both work centers: in the first work center, you saved the access context as Company; in the second work center, you saved the access context as Project. The system proposes one of the two access contexts. Filter The value selections you make using variables for the selection also determine the characteristic value selections that can be further restricted using the filter function. Note that you can filter data for all characteristics available with the report regardless of whether they are shown in the report. If you change the values selections set in the selection and start the report again by clicking Go, the system resets any filter value selections you have made. Changes you make to the value selections for variables in the selection affect the value selections available to be filtered for characteristic. For example, for the Product variable in the selection, you select the following values: 10, 20, 30, 40, 50. These are the values available to be filtered with the Product characteristic after you start the report. You change the value selections set for the Product variable in the selection and make all values available. After clicking Go, you can now filter the Product characteristic to any available value selection. Note that if you save a selection, the filter value selections you set are also saved. General Functions Making Value Selections Note that if you want to display the descriptions of values that you have selected, in the Selection area, click Show Text. Note that if you want to enter values manually, the system supports manual entry of only the ID of variable or characteristic values. For example, you know that you want to restrict the Supplier variable to (You cannot enter Miller and Son). You therefore enter in the Supplier variable field. You can delete value selections by clicking the X icon. The delete function is always active. Value Selection Help By opening the value selection for a variable or for a characteristic, you can select single values, exclude values, set an interval, or a set of values, depending on how the content has been defined, or if you have set filter values. The following options are available depending on the variable or characteristic selected: , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

407 Basic Select Allows you to restrict a specified characteristic to available values. Note that you can select multiple values by clicking the value and pressing CTRL. Advanced Select You can to restrict a specified characteristic using relational operators, such as greater than and less than. Add More You can enter a value or use the value selection to select a value. Relative Select Allows you to restrict a specified characteristic to a relative variable selection. Relative selections are based on basic characteristics, such as Date, Week, Month, Fiscal Period, and Company. When you start the report, the system fills the cells in the report with the corresponding values. The following table provides examples of relative selections. Variable Relative Selection Description Posting Date Today Shows today's date. Invoice Creation Date Last 7 Days Shows a time range of the last 7 days, including today. Fiscal Month Current Fiscal Period Shows the current month. Company Multiple Default Companies Derives multiple default companies based on the user's position. Saving Selections If you often restrict data in a report to specific value selections, you can save the selection. The selection is then available for reuse. Note that any set filter values selections are also saved. Saved selections are only available to the user who saved the selection. You can save selections by clicking Selections, and then choosing Save As. 1. Make value selections for the relevant variables and filters. 2. Click Save As. 3. Enter a name for the selection. The selection is then available from the Selection dropdown list. The selection is also available for embedded reports. Managing Selections You can a selection as default, rename, or delete a selections. You can manage selections by clicking Selections, and then choosing Manage. Note that you cannot rename or delete the Initial selection. See Also Working with Reports in a Web Browser [page 391] Working with Reports and Plans in Microsoft Excel [page 396] Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 407

408 Business Background Characteristic Settings Overview When you work with reports in a Web browser, you can make a range of characteristic settings, such as how characteristics are displayed. To make settings, from Settings, choose the Characteristics option. General Settings On the General tab page, you can make settings that are applicable to characteristics displayed in the report. Characteristic The names of characteristics appear automatically. You cannot overwrite the names. Displaying Characteristics and Hierarchies If hierarchies are enabled for the characteristic, you can decide how the hierarchy is displayed along with up to which level the hierarchy is displayed. Only when hierarchies are enabled for the characteristic is the dropdown list for the Display Hierarchy column enabled and is set by default to Do Not Show. For characteristics to be displayed in hierarchies, the hierarchy should be displayed in rows. Under Display As and Display Hierarchy, you can specify whether and in which format the individual characteristic values of the characteristic are displayed. You can display characteristics and hierarchies as name, ID, or a combination thereof. By choosing Do Not Show under Display As, the characteristic is hidden. This function is useful, for example, with currency characteristics, since the currencies are also displayed in the key figures. You select this option if you want to show attributes or sort by the characteristic but do not want it to be displayed. Expansion Level Choose the hierarchy level up to which the hierarchy is to be displayed when it is expanded. 3 is default. Result Row Using the values from the dropdown list, you can decide how the result is to be displayed: Show A result row is displayed, starting at the corresponding characteristic in the row. Do Not Show No result row is displayed at the corresponding characteristic in the row. Show If More Than One Value Results rows are displayed when there are at least two single values, and any results row that only aggregates one value is suppressed , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

409 Attribute Shown Under Attribute Shown, you can add additional rows and columns to the report. For the Company characteristic, you can display the Manager attribute. In the content area of the report, the system adds the Manager row, showing the corresponding manager of the respective company. Sorting The primary sorting sequence is set by the drilldown displayed in the report. The drilldown sets the order of the characteristics displayed in the report. Key figure sorting overrules any settings for characteristic sorting. On the Sorting tab page, you can sort characteristics displayed in rows and columns according to the description or ID in ascending or descending order. If a characteristic has attributes, you can also sort the characteristic by attribute. The attribute specified does not have to be selected for display. Only if you set an attribute for a characteristic, and want to sort by the attribute, is sorting by attribute taken as sorting. You want to sort by the Cost Center characteristic using the Manager attribute. By default, the system sorts the Company characteristic by the ID of the manager. Note that you can make any sorting under Sort By, independent of the display settings you set on the General tab page. See Also Working with Reports in a Web Browser [page 391] Working with Reports and Plans in Microsoft Excel [page 396] Table Settings Overview When you work with reports in a Web browser, you can make a range of table settings, such as how result rows are displayed. To make settings, from Settings, choose the Table option. Table Display Freeze Header Columns You can freeze the headers of columns so that the headers are still displayed while scrolling. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 409

410 Table Design Value Standard Description A different background color is assigned to columns, rows, and results: Columns are white Rows are grey Results are yellow Alternating Columns are displays in white and blue alternative rows. Grid Lines Value Both Horizontal None Vertical Description Horizontal and vertical lines are displayed. Horizontal lines are displayed. The table has no grid lines. Vertical lines are displayed. Show Result Row As Value First Row Last Row Description The values in a row are aggregated and displayed as the first entry for each row. If a row only has one entry, no result row is displayed. The values in a row are aggregated and displayed as the last entry for each row. If a row only has one entry, no result row is displayed. Show Result Column As Value First Column Last Column Description The column values are aggregated for a row and are displayed in the first column. The column values are aggregated for a row and are displayed in the last column. Content Display Display Repeated Texts You can specify whether every instance of a characteristic value is displayed in a row or column. By default, the setting is deactivated. Hierarchy Display Arrange As Hierarchy The system arranges characteristics in rows and in columns as a hierarchy. The row or column further left serves as the tree structure into which characteristics to the right are inserted. Hierarchy Design Value Standard Description Characteristics are arranged in a hierarchy; any characteristic attributes are arranged in rows or columns , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

411 Value Cascading Description Characteristics are arranged in a hierarchy; any characteristic attributes are arranged individual columns or rows. Note that how characteristic attributes are displayed in the hierarchy depends on sorting sequence as specified by the characteristic settings. The sorting sequence is characteristic and then attribute. Note that to display characteristic attributes in the hierarchy in either the standard or cascading design, characteristic attributes are to be added to the report as attributes. To add characteristic attributes, click Settings, then choose Characteristics. If you add characteristic attributes using Add Fields, characteristic attributes are added to the report as fields, that is, as characteristics. Hierarchy Initial Expansion Level The hierarchy level up to which the hierarchy is to be displayed when it is expanded. Invert Hierarchy The system inverts the hierarchy so that the hierarchy is displayed from bottom to top or from right to left. You can decide to invert a hierarchy in rows, columns, or both. Data Display Limit Data By default, the records of data displayed are limited to the value in the specified field. You can change this value. Note that this setting is only valid for reports displayed as a table. See Also Working with Reports in a Web Browser [page 391] Working with Reports and Plans in Microsoft Excel [page 396] Chart Settings Overview When you work with reports in a Web browser, you can make a range of chart settings, such as providing a legend for the chart. To make settings, from Settings, choose the Chart option. Not all reports are suitable to be displayed as a chart. For example, if the report to be displayed as a chart contains large amounts of data with multiple key figures and characteristics, you may want to restrict the number of characteristics and key figures in the report so that the display of data in the chart is comprehensible. Chart Types The examples in the chart type descriptions are based on the following set of hypothetical data. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 411

412 Example of data in a report Area Shows trends of values over categories. The area between the axes and the values are filled in an area chart. The data as shown in table format is displayed in an area chart as follows: The X axis shows values in rows. The Y axis shows values in columns. You want to visualize a trend in your net sales value for The X axis shows product categories. The Y axis shows net sales. Example of an area chart Bar Shows comparisons between individual elements shown in a bar chart. Categories are arranged vertically and values are arranged horizontally. The emphasis is on the comparison of values and not on displaying a change during a period of time. The data as shown in table format is displayed in a bar chart as follows: The X axis shows the values in columns. The Y axis shows the values in rows , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

413 You want to visualize the difference in net sales value between 2002 and 2003 for each product category. The X axis shows net sales for 2002 and The Y axis shows product categories. Example of a bar chart Stacked Bar Shows comparisons between individual elements in a category. Categories are arranged vertically and values are arranged horizontally. The emphasis is on the comparison of values in a category. You want to visualize the net sales value for 2002 and for 2003 for each product category. The X axis shows net sales for 2002 and The Y axis shows product categories. Example of a stacked bar chart 100 Percent Stacked Bar Shows comparisons between individual elements in a category as a percentage. Categories are arranged vertically and values are arranged horizontally. The emphasis is on the comparison of values in a category as a percentage of the whole. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 413

414 You want to visualize the net sales value for 2002 and for 2003 as a percentage of the total net sales for the two years for each product category. The X axis shows net sales for 2002 and The Y axis shows product categories. Example of a 100 percent stacked bar chart Column Shows comparisons between individual elements. Categories are arranged horizontally and values are arranged vertically. The emphasis is on comparing a change in value during a period of time for individual elements. The data as shown in table format is displayed in a column chart as follows: The X axis shows the values in rows. The Y axis shows the values in columns. You want to visualize the difference in net sales value between 2002 and 2003 for each product category. The X axis shows product categories. The Y axis shows net sales for 2002 and , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

415 Example of a column chart Stacked Column Shows comparisons between individual elements in a category. Categories are arranged horizontally and values are arranged vertically. The emphasis is on the comparison of values in a category. You want to visualize the difference in net sales value between 2002 and 2003 for each product category. The X axis shows product categories. The Y axis shows net sales for 2002 and Example of a stacked column chart 100 Percent Stacked Column Shows comparisons between individual elements in a category as a percentage. Categories are arranged horizontally and values are arranged vertically. The emphasis is on the comparison of values in a category as a percentage of the whole. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 415

416 You want to visualize the difference in net sales value between 2002 and 2003 for each product category. The X axis shows product categories. The Y axis shows net sales for 2002 and Example of a 100 percent stacked column chart Line Shows trends in your data over time. The data is entered at regular intervals. Points in lines represent the intersection of the X and Y axes. The data as shown in table format is displayed in a line chart as follows: The X axis shows the values in rows. The Y axis shows the values in columns. You want to visualize the trend in invoiced quantity for your product categories. The X axis shows product categories. The Y axis shows invoiced quantities for 2002 and Example of a line chart , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

417 Pie Shows values as pie segments. If the table contains more than one column, the additional columns are ignored when the table is converted into a chart. If the first column does not contain any values, the system does not convert the table into a chart. The data as shown in table format is displayed in a line pie as follows: Segments represent values in rows. The size of the segments represent the values in columns as a percent. You want to visualize the percent of total net sales value for each product category in Example of a pie chart Scatter Shows relationships between values as displayed in several columns. Scatter charts are suitable for large sets of data. The data as shown in table format is displayed in a scatter chart as follows: The X axis shows the values in columns. The Y axis shows the values in columns. You want to visualize the relationship between net sales value and invoiced quantity. The X axis shows net sales. The Y axis shows invoiced quantities. Points in lines represent the intersection of the X and Y axes for product categories. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 417

418 Example of a scatter chart Other Settings By default, all of the following indicators are not set. Legend You can show the legend as well as determine where in the content area the legend is to be displayed. Axis You can provide labels for the X and Y axes as well as descriptions. Note that descriptions are displayed as tool tips. Values Show Results and Overall Results If Displayed in Table You use this indicator to specify whether the results and overall results are to be displayed. By default, these results are suppressed since the display of the chart may otherwise be adversely affected. Show Hierarchies If Displayed in Table You use this indicator to specify whether hierarchy nodes are to be displayed. See Also Working with Reports in a Web Browser [page 391] Working with Reports and Plans in Microsoft Excel [page 396] , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

419 Add a Field to a Report Overview When working with reports in a Web browser, business users can add characteristic attributes to and remove them from reports by clicking Add Fields. On the following screen, fields are group by specified criteria. For example, characteristics are grouped by dimensions. Note that you cannot select all fields as characteristic or variable to add to or to remove from a report. Fields that you cannot select indicate that they are part of the report as it is defined, either as delivered content or as defined by administrators. Note that you also cannot override or extend any additions made by administrators. For example, business users cannot remove a characteristic that has been added by the administrator, nor can business users add a characteristic attribute to a variable that has been added by the administrator. Note that hierarchies can only be added if available with the characteristic. When you add and remove fields, the system modifies the current report. The characteristic attributes are then available from the Not Currently Shown list. You can then add the new fields to rows and columns and save the personalized report view. Adding Date Fields For characteristics that are based on calendar date, you can add fields to aggregate by quarter, month, and so on. This feature is only available for characteristics based on calendar date, not fiscal year, fiscal period, accounting period/year, or time. Examples of using such data fields are as follows: Aggregate by quarter, if you fiscal year is the same as the calendar year. From the table settings, if you arrange the characteristics in a hierarchy, you can drilldown in the hierarchy from quarter to month to date. Note that non-cumulated key figures, such as opening balance, ending balance, or inventory stock quantity, should not be aggregated using such date fields since this leads to unexpected total results. Example You are working with the Invoice Volume report. Invoice date is available as a field, but you want to view the data by quarter. You click Add Fields. Under the Customer Invoice dimension, you expand the Invoice Date characteristic, and add Quarter. Adding Fields Versus Characteristic Settings Note that by clicking Settings and then choosing Characteristics, attributes of characteristics are only shown in the report; they are not added as fields. This means that you cannot filter the characteristic by characteristic attribute values. You can only filter data in the report by characteristic attribute values if you add the characteristic attribute as a field to the report. Adding Fields As an Administrator When administrators start a report from the Design Reports work center view and click Add Fields, they see more fields related to the data source which serves as the basis for the report than business users. This includes more characteristics, characteristic attributes, and key figures. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 419

420 Note that by adding fields to delivered reports and to your own reports you can thereby eliminate the need to copy a delivered report or edit your own report. The system automatically adds the field to the report; you do not have to save the report as a report view. On the Key Figures tab page of the Add Fields screen, you can also add and remove key figures from reports, including your own restricted and calculated key figures. You can also create and edit your own key figures from the screen by clicking the corresponding button. For more information, see Create and Edit a Key Figure [page 306]. You can add any newly created key figures to the report. The key figures that you have added are available from the Select Key figures dialog box of Key Figures. By clicking Check, the system checks whether calculated and restricted key figures, for which the Display in Report checkbox is selected, are consistent. For example, the system checks if an extension field used as a basis for a calculated or restricted key figure has been deleted. Extension Fields You can also add extension fields as characteristics and key figures. The extension field must be added to the corresponding data source before it can be available using Add Fields. For more information, see Add an Extension Field to a Data Source or Report [page 304]. Adding Fields Versus the Report Wizard When you create a report using the Report Wizard, specified characteristics and key figures are always available with the report as you defined; business users cannot add or remove them using Add Fields. Note that by using Add Fields you are not changing the actual report as you defined it; any added fields are not visible when editing a report. For more information, see Working with Reports Using the Report Wizard [page 288] Analytical Navigation Overview To analyze data further, the navigation functions for Analytics in the solution enable you navigate from a source to a target. You can navigate from one report to another or view documents related to a value in a cell, either in rows or columns, by clicking the value and then choosing an entry from the dropdown list. Analytical navigation is only available for browser-based reports. The following graphic illustrates navigating in a report. Example of navigation The following types of analytical navigation are available , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

421 Report-to-report navigation The ability to navigate from one report to another. From the cell of the source report, a selection for the target report is determined. You can use report-to-report navigation to further analyze the details of a specific key figure value. For example, you can navigate from the overview report to the line item report by clicking the corresponding key figure value. Report-to-document navigation The ability to navigate to master data and to overview documents from a report. You can also navigate to documents that you can edit. Embedded report to document The ability to navigate from an embedded report to a report to or an overview document. Context for Analytical Navigation in Source When you navigate from a source to a target, such as from one report to another, the system checks what targets are available for the specified cell along with the context of the source. The context of the source includes information, such as: Row, that is, the characteristics to the left of the specified cell. Column, that is, the characteristics above the specified cell. Any filter values set in the source Any value selections for variables The report ID The access context of the report The report view ID, if the source is based on a report view. The selection ID, if the source uses a set a value selections for variables. Example of report-to-report navigation The context of the specified cell determines the targets to which you can navigate. Therefore, depending on which cell you click, you have different targets available. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 421

422 For example, the targets in a Results row may be different than the targets for individual values in the column since targets are also based on rows. The result value may be a different row than the individual values. Likewise, a cell in the same row may have different targets because the system also checks the column of the specified cell. The targets available also depend on the access rights granted to the user. The reports for which users have no access right are not displayed in the context menu. The following explanatory graphic shows the targets for two different cells; note that you can only check the targets for one cell at a time. Examples of targets See Also Working with Reports in a Web Browser [page 391] Conditions Overview When you work with reports in a Web browser, you can create conditions to restrict the results area of a report in accordance with certain criteria. For example, you can create a condition so that you only see products that have net sales above a certain threshold value. You can also create a condition to display the five lowest selling products. In other words, you can use conditions to restrict the results area of a report so that you only see a part of the result area for which you are interested. You create, edit, and delete conditions using the Manage Conditions dialog box. You can find the Manage Conditions dialog box by clicking the Key Figures dropdown list. When you activate conditions for a report, you are not changing any values; you are just hiding the values that are not relevant for you. Conditions therefore have no effect on the values displayed in result rows. The result rows of a report with an active condition are the same as the result rows of a report without this condition. You can define multiple conditions for a report. Any conditions you define are only available with the report or report view in which you created the condition , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

423 Simple Conditions When you create a simple condition, you set thresholds for a specified key figure related to a characteristic using relational operators. You want to see all products for which invoiced net value is greater than 100 EUR. You set a condition on the Product characteristic for the Invoiced Net Value key figure. As an operator, you select Greater than, and enter 100 as the From Value. Result: The system returns a list of products for which invoiced net value is greater than 100 EUR and hides other values. Ranked Conditions The system compares all values for a specified key figure related to a characteristic that you set. All values that adhere to the rules that you define are displayed in a ranked list. You use the following operators to define rules for ranked conditions: Bottom count / Top count The ranked list is arranged according to a specified number. Top 5 Customers by Net Sales The system displays a ranked list of the 5 customers having the highest net sales. Bottom percent / Top percent The ranked list is arranged according to a specified percent. Top 25% of Customers by Net Sales The system displays a ranked list of the highest net sales by customer until 25 percent of the total net sales is reached. Bottom sum / Top sum The ranked list is arranged according to a particular results value. Customers - Top Total 20,000 EUR of Net Sales The system displays a ranked list of customers, sorted by net sales in descending order, until an aggregated net sales total greater than or equal to 20,000 EUR is reached. The result can be greater than 20,000 EUR if the system has to add another customer to the ranked list to reach the threshold value but whose net sales then makes the aggregated net sales result greater than 20,000 EUR. See Also Working with Reports in a Web Browser [page 391] Working with Reports and Plans in Microsoft Excel [page 396] Exceptions [page 424] Key Figure Settings [page 309] Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 423

424 Exceptions Overview When you work with reports in a Web browser, you can create exceptions for key figures. An exception is a deviation from defined threshold values. You create exceptions by setting threshold values or intervals, for which you set an alert. Using exceptions, the system emphasizes key figure values that deviate from or adhere to threshold values or intervals. Key figure values that deviate from or adhere to the threshold are indicated using symbols or are highlighted in color. This enables you to identify immediately all relevant values. You create, edit, and delete exceptions using the Manage Exceptions dialog box. You can find the Manage Exceptions dialog box by clicking the Key Figures dropdown list. When you activate exceptions for a report, the system applies the exception to the data in the report. You can define multiple exceptions for a report. Any exceptions you define are only available with the report or report view in which you created the exception. Defining Exceptions To define an exception, you select a key figure, decide how the exception is to be displayed and how it is to be applied. Key Figure From the dropdown list, you select the key figure for which you want to define an exception. Alert Indicator The following options are available for displaying exceptions in the report: Arrow The alert level is represented as an arrow with five varying degrees of slant, corresponding to different levels of priority. Background Color The alert level is represented by the value highlighted in various shades of green, yellow, and red. For each color, there are three shades, corresponding to different levels of priority. Traffic Light The alert level is represented as a traffic light. Apply To The following options are available for applying exceptions to values that deviate from thresholds: Data and Result The exception is applied to key figure values and result rows. Data The exception is applied to key figure values but not result rows. Result The exception is only applied to result rows , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

425 Defining Thresholds You can restrict a specified key figure using relational operators, such as greater than and less than. You want to emphasize all products for which invoiced net value is greater than 100 EUR, which is a good value. You create an exception for the Invoiced Net Value key figure. As an operator, you select Greater than, and enter 100 as the From Value with an alert level as green. You have defined the alert indicator as background color. Result: The system highlights in green all values in the Invoiced Net Value column that are greater than 100 EUR. See Also Working with Reports in a Web Browser [page 391] Working with Reports and Plans in Microsoft Excel [page 396] Conditions [page 422] Key Figure Settings [page 309] Formulas Overview Using the formula editor, you can create calculated key figures derived from existing key figures, such as basic key figures, restricted key figures, and calculated key figures using the available operands, operators, and a numeric keypad. For more information, see Create and Edit a Key Figure [page 306]. Only numerical values are compared without taking units into account. The system only checks the syntactic correctness of the formula. The system does not check whether the formula makes sense semantically. Basic Functions Add ( + ) Calculates the sum of operand 1 and operand 2. Subtract ( - ) Subtracts operand 2 from operand 1. Multiply ( * ) Calculates the product of operand 1 and operand 2. Divide ( / ) Divides operand 1 by operand 2. Power ( ^ ) Returns the value of operand 1 raised to the power operand 2. Percentage Deviation (%) Calculates the percentage deviation between operand 1 and operand 2. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 425

426 Plan Sales % Actual Sales shows the difference between the plan sales and the actual sales expressed as a percentage. Percentage Share (%A) Calculates the percentage share of operand 1 and operand 2. Fixed Costs %A Costs shows fixed costs as a percentage share of total costs. Parentheses Groups and sets the order of operators. Comma Denotes a series in a list Boolean Operators A boolean value is one that can be either true or false. No other values are allowed. For relational operators, such as Greater Than, the result is 1 if the relationship denoted by operator between operand 1 and operand 2 is true. Otherwise, the result is 0. Costs < Sales returns 1 if sales are greater than costs, and returns 0 if costs are greater than or equal to sales. EQ Equal To GE Greater Than or Equal To GT Greater Than LE Less Than or Equal To LT Less Than NE Not Equal To AND Logical AND The result is 1 if both operand 1 and operand 2 do not equal 0. Otherwise, the result is 0. NOT Logical NOT The result is 1 if the operand is 0. Otherwise, the result is 0. OR Logical OR The result is 1 if operand 1 or operand 2 does not equal 0. Otherwise, the result is 0. XOR Logical Exclusive OR The result is 1 if either operand 1 or operand 2 (but not both) does not equal 0. Otherwise, the result is 0. LEAF , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

427 Values in Hierarchy The result is 0 for results rows or real (inner) nodes of a hierarchy, and the value 1 for elementary rows or the leaves of a hierarchy. This operator allows you to carry out various calculations on results rows and elementary rows. Mathematical Functions ABS Absolute Value Returns the value of the operand irrespective of its sign (+/-). SIGN Sign of Operand Returns the value of the operand along with its sign (+/-). CEIL Ceiling DIV Returns the next smallest integer value that is greater than the operand. Division Integer division operator: for example, 6 DIV 4 returns 1. EXP Exponential An operand is raised to a variable power. FLOOR Floor Returns the next greatest integer value that is less than the operand. FRAC Fraction Returns decimal part of the X. LOG Logarithm Returns the natural logarithm of X. LOG10 Base 10 Logarithm Returns the logarithm to the base 10 of X. MAX Maximum Returns the greatest value in a range. MAX0 Maximum of 0 and the Operand MIN Minimum Returns the smallest value in a range. MIN0 Minimum of 0 and the Operand MOD Remainder Integer remainder operator: for example, 6 MOD 4 returns 0.5. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 427

428 SQRT Square Root Returns the square root. TRUNC Truncate Returns the integer part of X. Data Functions COUNTER Count Value equals 1 if operand equals 0. Otherwise, the result is 0 NDIV0 Divide by Zero Equals 0 when divided by 0. Otherwise, the result is the value of the operand. NOERR Zero If Error Equals 0 if the calculation of operand leads to an arithmetical error. Otherwise, the result is the value of the operand. %CT Percentage Share of Result Shows results as a percentage share of the overall result. %GT Percentage Share of Overall Result Shows values as a percentage share of the overall result. %RT Percentage Share of Report Result Calculates a result similar to (%GT). DATE Value as Date Returns the integer value in date format. DELTA Delta Returns the value 1 if the expression is 0, else 1. NODIM No Unit or Currency Returns numeric values of the operand and suppresses units and currencies. SUMCT Sum of Result Returns the result of the operands to all rows or columns. SUMGT Sum of Overall Result Returns the overall results of the operands. SUMRT Sum of Report Result Returns the report result of the operand. TIME Value As Time , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

429 Returns the integer value in time format. The system cuts off the decimal places, interprets the value as seconds, and displays the value in the form +-hh:mm:ss. For example, 4812 is displayed as 1:20:12. Trigonometric Functions ACOS Arc Cosine ASIN Arc Sine ATAN Arc Tangent COS Cosine COSH SIN Hyperbolic Cosine Sine SINH Hyperbolic Sine TAN Tangent TANH Hyperbolic Tangent See Also Working with Reports Using the Report Wizard [page 288] Aggregation Overview To enable the calculation of key figures, the system has to aggregate key figure values from the data source, and formulas may also need to be calculated. The system aggregates key figure values for multiple characteristics. The system can also aggregate key figure values for a specified characteristic; this is referred to as exception aggregation.. The system aggregates key figure values according to a specified order. 1. Standard aggregation is executed. Possible aggregation behaviors are summation, minimum, and maximum. Minimum and maximum can, for example, be used for date key figures. 2. Exception aggregation using a selected characteristic. Cases for exception aggregation include warehouse stock, for example, that cannot be totaled over time, or counters that count the number of characteristic values for a certain characteristic. For more information, see Exception Aggregation [page 430]. 3. Aggregation using currencies and units is executed. The system outputs * when two numbers that are not equal to zero are aggregated with different currencies or units. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 429

430 For more information, see Conversion [page 432] Exception Aggregation Overview Administrators can define exception aggregation behavior for key figure values when they create a calculated key figure. For more information, see Create and Edit a Key Figure [page 306]. The deviation to the standard aggregation behavior is only valid in combination with a specified characteristic. Value Average Average of Detailed Values That Are Not Zero, Null, or Error Average Weighted with Calendar Days Average Weighted with Working Days Counter for All Detailed Values Counter for All Detailed Values That Are Not Zero, Null, or Error Exception If More Than One Record Occurs Exception If More Than One Value <> Occurs Exception If More Than One Value Occurs First Value Last Value Maximum Minimum Description The average of all values is displayed. The average of the column value not equal to zero is displayed in the results row. The average of the column value weighted with the number of days is displayed in the results row. The average of the column value weighted with the number of workdays is displayed in the results row. The number of existing values is displayed in the results row. The number of values <> zero is displayed in the results row. No aggregation No aggregation No aggregation The first value in relation to the reference characteristic is displayed in the results row. The last value in relation to the reference characteristic is displayed in the results row. The maximum value of all values displayed in this column is displayed in the results row. The minimum value of all values displayed in this column is displayed in the results row. No Aggregation Along Hierarchy No Aggregation of Posted Nodes Along Hierarchy Standard Deviation Total Variance The standard deviation of the displayed values is displayed in the results row. The sum of all values displayed in this column is displayed in the results row. The variance of the displayed values is displayed in the results row. See Also Aggregation [page 429] , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

431 Local Calculation Overview Administrators can recalculate single values and results of a report based on certain criteria. For example, you can create ranked lists, or you can calculate the total for a Top 10 product list locally. Calculate Results and Single Values As You use the following functions to recalculate results rows and single values. Value Counting All Detailed Values Counting All Detailed Values That Are Not Zero, Null, or Error First Value Hide Last Value Maximum Minimum Moving Average Moving Average For All Values That Are Not Zero, Null, or Error Normalize According to Next Group Level Result Normalize According to Overall Result Olympic Rank Number Rank Number Standard Deviation Description All values for a characteristic are counted and numbered. Excluding the values that are equal to zero, all values for a characteristic are counted and numbered. The highest value or the value furthest to the left of the corresponding area is displayed as the result. The result is not displayed. The lowest value or the value furthest to the right of the corresponding area is displayed as the result. The largest value for the corresponding area is displayed as the result. The smallest value for the corresponding area is displayed as the result. The system calculates the average of all values. Excluding the values that are equal to zero, the system calculates the average of all values. The data is displayed as a percentage of the result of the next group level. The values of the results row and the overall results row are not displayed as percentages but as absolute values. If there is only one characteristic in the drilldown, the result of a group level is the same as the overall result. The data is displayed as a percentage of the overall result. The values of the results row and the overall results row are not displayed as percentages but as absolute values. If there are multiple characteristics in the drilldown, there are different results, which are combined to form an overall result. The olympic ranked list differs from the basic ranked list as follows: In the olympic ranked list, when a value occurs more than once, the next smallest value is not assigned the rank incremented by one, but the rank that corresponds to the number of previous characteristic values (including the current value). For example, there are three products with a higher rank than product D, therefore D has rank 4 and rank 3 is not assigned since B and C have the same rank (2). The characteristic values are sorted according to the selected structure element and are given a ranking. The order of the ranked list is based on the size of the value for the structure element, where the largest value has rank 1 and the smallest value has the last rank. If a value occurs more than once, the corresponding characteristic values are assigned the same rank. In a basic ranked list, the next smallest value is assigned this rank incremented by one. Statistical deviation is a measure of the distribution of the values with respect to the mean value (average). Statistical deviation = root from the variance: SQRT (variance) Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 431

432 Value Summation of Rounded Values Total Description If you have set a scaling factor, it is useful to calculate the total sum of rounded values locally since the total sums can differ considerably (in particular with high scaling factors). The sum total of the values for the corresponding area is displayed as the result. Variance See Also Create and Edit a Key Figure [page 306] Conversion Overview Administrators can define conversion for calculated key figures that they create. For more information, see Create and Edit a Key Figure [page 306]. The following conversion types are available. Unit Conversion Unit conversion allows you to convert the quantity unit of key figure values that represent a quantity to another unit. You apply unit conversion when you define the key figure. You have a key figure, representing ordered stock quantities. You require this function, for example, if you want to report on key figures, such as ordered stock that use quantities in units common to different countries or industries. By converting the quantity unit to a common unit, such as kilograms for weight, you can compare ordered stock. Currency Conversion Currency conversion allows you to convert the currency unit of key figure values. Note that you do not apply currency conversion when creating the calculated key figure but rather define that currency conversion can be applied to the key figure if the key figure is used in reports. When you define that currency conversion can be applied to the key figure, the system creates variables that are available with reports in which the key figure is used. The variables enable users to apply currency conversion to the key figure. Depending on how the report is defined, the variables may already exist. The variables are as follows: Display Currency Depending on how the underlying data is defined, the variable may be defaulted to the company currency. Display Currency - Conversion Date For example, you want to report on key figures, such as net sales that balance in a different currency. By converting the currency unit to a common currency, such as the company currency, you can compare net sales , 2012, 2013 SAP AG. All rights reserved. P U B L I C Appendix

433 15.6 Layout Layout and Navigation The layout of the user interface (UI) in SAP Cloud for Customer is organized by item type into various views, which appear across the top of the screen. Tasks Understanding the Layout of the SAP Cloud for Customer User Interface The following figure illustrates the placement of the work centers and work center views on the user interface of SAP Cloud for Custome The table below describes each element shown in the figure: Work centers A work area that is grouped by function. Titles of the available work centers appear horizontally across the initial screen. The work centers in the figure may look different as the available work centers varies depending on the access rights given by the administrator. Work center views A subdivision of a work center. When you choose a work center, the default view will always be the first work center view on the screen. For an example, i you choose the Sales work center, then Sales Leads will be shown as the default view. Appendix P U B L I C 2011, 2012, 2013 SAP AG. All rights reserved. 433