C4C Documentation August 2014

Product Documentation
SAP Cloud for Customer August 2014
SAP Cloud for Customer
PUBLIC
Table Of Contents
About SAP Cloud for Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
What's New in SAP Cloud for Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
17
VIDEO: What's New in SAP Cloud for Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . .
26
How-To Videos . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
27
General Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
31
5.1
HTML5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
31
HTML5 in SAP Cloud for Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
31
Report an Incident . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
32
5.2
Personalization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
34
About Personalization (HTML5) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
34
About Personalization (Microsoft Silverlight) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
40
5.3
Changing Your Profile Picture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
42
5.4
VIDEO: Customizing Your Personal Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
42
5.5
VIDEO: Creating and Editing Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
42
5.6
Feed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
43
VIDEO: Changing Your Feed Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
43
About the Feed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
43
Feed Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
45
5.7
VIDEO: Using the Toolbar and Panes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
48
5.8
VIDEO: Using the Shelf, Flags, and Favorites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
49
5.9
Shelf . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
49
5.10
Tags . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
50
5.11
VIDEO: Organizing Items with Tags . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
52
5.12
Download . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
52
5.13
Incidents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
53
5.14
Legacy Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
55
5.15
Calendar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
56
5.16
Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
57
5.17
E-Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
60
Installing the SAP Cloud for Customer Add-In for Microsoft Outlook . . . . . . . . . . . . . . . . . . . .
60
Installing the SAP Cloud for Customer Add-In for Gmail . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
61
Working from Gmail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
62
E-Mail Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
63
Uploading New E-Mail Security Certificates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
66

Table Of Contents
P U B L I C 2011, 2012, 2013, 2014 SAP SE. All rights reserved.
5.18
Working with Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
67
5.19
Processing Inbound Phone Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
68
5.20
Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
70
About Worklists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
70
Enterprise Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
73
Filter Operators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
74
5.21
Library . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
75
5.22
Using the SAP Add-In for Microsoft Excel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
76
Marketing Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
78
6.1
SAP Cloud for Marketing: Solution Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
78
6.2
Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
79
6.3
Executing Direct E-Mail Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
86
6.4
Target Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
89
6.5
Leads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
91
6.6
VIDEO: Working with Leads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
94
6.7
SAP Customer Insight for Marketing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
95
SAP Customer Insight for Marketing: Overview and Headline . . . . . . . . . . . . . . . . . . . . . . . . . .
95
SAP Customer Insight for Marketing: KPI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
96
SAP Customer Insight for Marketing: Report Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
98
Sales Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
7.1
SAP Cloud for Sales: Solution Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
103
7.2
VIDEO: Start Here for Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
103
7.3
Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
104
7.4
Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
110
7.5
Sales Leads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
113
7.6
VIDEO: Working with Leads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
115
7.7
Opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
115
7.8
Influencer Map . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
118
7.9
Retail Execution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
121
7.10
7.11
7.12
VIDEO: Start Here for Retail Execution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
121
About Retail Execution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
122
Surveys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
122
Activity Planner . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
127
Visits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
128
Tours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
132
Sales Quotes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
133
VIDEO: Creating Sales Quotes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
133
Creating and Processing Sales Quotes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
133
Sales Quote Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
139
E-Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
140
Working from Microsoft Outlook for Sales Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
140
Working from IBM Lotus Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
146
Forecasts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
151
2011, 2012, 2013, 2014 SAP SE. All rights reserved. P U B L I C

Table Of Contents
7.13
Territories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
154
7.14
Sales Target Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
154
7.15
Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
156
Analysis for HTML5 for SAP Cloud for Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
156
About Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
172
Personalizing Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
174
Working with Sales Planning Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
174
Projecting Sales Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
175
Viewing Forecast Revenue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
176
Competitors and Competitor Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
176
7.16
7.17
7.18
Competitors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
176
Competitor Products Quick Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
178
Partners and Partner Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
179
Partners . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
179
Partner Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
180
Mobile Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
181
SAP Cloud for Customer for Android . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
181
SAP Cloud for Customer for iPad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
185
SAP Cloud for Customer for iPhone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
199
SAP Customer Insight for iPad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
202
VIDEO: SAP Customer Insight for iPad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
204
VIDEO: Navigation and Feed for iPad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
204
VIDEO: Creating Items on iPad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
204
VIDEO: Working with iPad Offline Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
205
Service Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
8.1
SAP Cloud for Service: Process Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.2
VIDEO: Start Here for Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
207
8.3
VIDEO: Start Here for Service and Repair . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
207
8.4
Customer Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
207
Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
207
Tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
210
Work Tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
213
Processing Tickets in the Agent Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
214
8.5
206
VIDEO: Processing Tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
220
Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
221
Working from Microsoft Outlook for Service Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
223
Unassociated E-Mails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
227
Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
228
Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
228
Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
234
8.6
Employee Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
237
8.7
VIDEO: Start Here for Employee Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
237
8.8
Registered Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
238
8.9
Warranties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
239
8.10
Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
241

Table Of Contents
8.11
Processing Inbound Phone Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Social Media Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
9.1
VIDEO: Start Here for Social Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
9.2
Customer Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
245
Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
245
VIDEO: Processing Tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
248
9.3
243
245
Processing Tickets in the Agent Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
248
Social Media Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
254
Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
255
Unassociated E-Mails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
257
Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
258
Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
258
Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
265
Individual Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
267
Reassigning an Individual Customer's Social Media Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . .
269
9.4
Registered Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
270
9.5
Warranties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
272
9.6
Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
274
10
Industry Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
10.1
Design Win Exchange . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
276
VIDEO: Start Here for Design Win Exchange . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
276
Design Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
276
Defining Registrable Products for Design Win Exchange . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
279
Retail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
280
SAP Cloud for Customer for Retail: Solution Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
280
SAP Cloud for Customer for Retail Scenario Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
282
10.2
10.3
10.4
Customer Lookups with Complete Customer View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
283
Product Lookups and In-Store Availability Checks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
284
Store Information and Assigning Employees to Stores . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
285
Creating and Assigning In-store Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
285
Creating Appointments and Store Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
286
Time Entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
286
Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
287
SAP Cloud for Customer Insurance Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
287
Quick Quote . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
287
Quote . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
288
Policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
288
Lead to Policy - Process Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
290
Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
291
SAP Cloud for Utilities: Solution Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
291
Business Agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
292
Utilities Lean Quotation (Sales Quote) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
292
Service Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
294

Table Of Contents
10.5
10.6
Professional Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
295
SAP Cloud for Customer for Professional Services: Solution Overview . . . . . . . . . . . . . . . . . . . .
295
Banking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
296
SAP Cloud for Customer for Banking: Solution Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
296
SAP Cloud for Customer for Banking Scenario Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
297
Creating an Individual Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
298
Assigning a Household . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
298
Creating Leads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
299
Creating Opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
299
Creating Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
300
Using Analytics for Banking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
300
11
Appendix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 302
11.1
General Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11.2
12
302
Personalization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
302
Pricing for SAP Cloud for Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
304
Party Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
307
Keyboard Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
310
Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
312
Working with Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
312
Copyright and Trademarks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 327

Table Of Contents
1 About SAP Cloud for Customer
Solution Overview
SAP Cloud for Customer Solution Overview
Aligning your organization around your customer is now more important than ever. Your marketing, sales and
customer service teams are the front line to your customer. You can harness the power of the end-to-end enterprise,
along with deep customer insight and personalized engagement to stand out from the competition and deliver a
relevant experience at every step of your customer's journey. Equip your teams with SAP Cloud for Customer to win
with todays empowered customers.
SAP Cloud for Customer Feature Matrix

Your SAP Cloud for Customer solution is based on one or more of the following separately purchased products:
SAP Cloud for Sales
SAP Cloud for Service
SAP Cloud for Social Engagement

There are additional license options you can purchase to extend your solution including those available for
industries.
The following provides an overview of which features are available within each product.
SAP Cloud for Sales
Included Work Centers
Included Work Center Views
Home Page
ALL
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.

About SAP Cloud for Customer
Feed
If you plan to use SAP Jam Feed, you must have a separate SAP Jam license.
Account Hierarchy
ALL
Activities
ALL
Administrator
ALL
Except: Service and Social Settings
Analysis
ALL
Except: Service Overview
Business Analytics
ALL
Business Configuration
ALL
Competitors
ALL
Customers
Only:
Accounts
Contacts
Data Integration
ALL
Data Privacy Management
ALL
iPad Offline
ALL
Library
ALL
Marketing
ALL
Mass Data Maintenance
ALL
People
ALL
You must have a separate SAP Jam license to use SAP Jam groups.
Products
ALL
Except: Registered Products and Warranties
Surveys
ALL
SAP Cloud for Service
Home Page
ALL
assignment.

Feed
Account Hierarchy
ALL
Activities
ALL
E-mail blasts are only supported in SAP Cloud for Sales.
Activity Planner
ALL
Administrator
ALL
Except: Sales and Marketing Settings
Analysis
Only:
Service Overview
Dashboard
Executive
Manager
Performance
Reports
Business Analytics
ALL
ALL
Business Partners
ALL
Customers
ALL
Target Groups are not supported in SAP Cloud for Service.
Customer Service
ALL
Except: Social Media Messages
Data Integration
ALL
ALL
iPad Offline
ALL
Library
ALL
ALL
People
ALL
10

Products
Only:
Products
Product Categories
Registered Products
Warranties
Service Control Center
ALL
Surveys
ALL
Tickets
This work center is for users who need to view, but not work with, tickets.
SAP Cloud for Social Engagement
Home Page
ALL
assignment.
Feed
Account Hierarchy
ALL
Activities
ALL
E-mail blasts are only supported in SAP Cloud for Sales.
Activity Planner
ALL
Administrator
ALL
Except: Sales and Marketing Settings
Analysis
Only:
Business Analytics

Service Overview
Dashboard
Executive
Manager
Performance
Reports
ALL
11
ALL
Business Partners
ALL
Customers
ALL
The social media features of SAP Cloud for Social Engagement are only
supported for individual customers.
Target Groups are not supported in SAP Cloud for Service.
Customer Service
ALL
Data Integration
ALL
ALL
iPad Offline
ALL
Library
ALL
ALL
People
ALL
Products
Only:
Products
Product Categories
Registered Products
Warranties
ALL
Surveys
ALL
Tickets
12
This work center is for users who need to view, but not work with, tickets.

SAP Cloud for Marketing
Home Page
ALL
assignment.
Feed
Account Hierarchy
ALL
Activities
ALL
Activity Planner
ALL
Administrator
ALL
Except: Service and Social Settings
Analysis
ALL
Except: Service Overview
Business Analytics
ALL
ALL
Business Partners
ALL
Competitors
ALL
Customers
ALL
Data Integration
ALL
ALL
iPad Offline
ALL
Library
ALL
Marketing
ALL
ALL
Partners
ALL
People
ALL
Products
ALL
Except: Registered Products and Warranties
Sales
ALL

13
ALL
Surveys
ALL
Visits
ALL
The following features are available through licensed options to extend your SAP Cloud for Customer solution:
Additional SAP Cloud for Customer Options
Option
SAP Cloud for Customer, advanced user option
14
Features
Deal finder
Influencer map

Option
SAP Cloud for Customer, B2B industry user option
Features
SAP Cloud for Customer for High Tech

Work Center
Views
Design Registration
ALL
SAP Cloud for Customer for Professional Services

Work Center View
Additional Tabs
Sales > Opportunities
Projects
SAP Cloud for Customer for Banking

Work Center
Additional Views
Customers
Household
SAP Cloud for Customer for Retail

Work
Center
Activities
Views
In addition to the standard views, the
following retail-specific views are also
available:
Store Events
Time Entry
In-Store Activity
Products
In addition to the standard views, the

following retail-specific views are also
available:
In-Store Products
Offers
ALL
Stores
ALL
SAP Cloud for Customer for Utilities

Work Center
Additional Views
Utilities
ALL
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.

15
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.
Industry Features
These features are only available if you have subscribed to the associated industry license option in addition
to SAP Cloud for Sales.
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
Enabling Features in Scoping for SAP Cloud for Sales
Getting Started for SAP Cloud for Service Administrators
Getting Started for SAP Cloud for Social Engagement Administrators
Enabling Features in Scoping for SAP Cloud for Service or Social Engagement
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 user interface layout and navigation of SAP Cloud for Customer, see Layout and
Navigation.
System and Software Requirements

See SAP Cloud for Customer System and Software Requirements.
SAP Community Network

Engage with the SAP Cloud for Customer community on SAP Community Network (SCN), at http://scn.sap.com/
community/cloud-for-customer !
Copyright and Trademarks

Copyright 2011, 2012, 2013, 2014 SAP SE. All rights reserved.
To view the copyright in its entirety, along with important disclaimers and trademark information, see Copyright and
Trademarks .
16

2 What's New in SAP Cloud for Customer
This document provides information about whats new and what's changed for the general, sales, marketing, service,
and industry features of SAP Cloud for Customer.
New and Changed Features

General Features
What's New
Logon Languages
The SAP Cloud for Customer user interface is available in Korean, Thai and Turkish.
For a list of all available languages, plus information about general language settings, see SAP Cloud for
Customer System and Software Requirements.
Live Activity Reset

If necessary, you can manually reset the Live Activity pane to clear previous call information.
Accounts
Customers Accounts , two new filters are available:
Under
My Account Team's Accounts

Select this filter to view all accounts that belong to your account team.
My Territory Team's Accounts

Select this filter to view all accounts that belong to your territory team, provided that territory
management is active in your system.
Individual Customers
You can specify individual customers as you create leads or opportunities.
SAP Cloud for Customer for iPad
Report and track incidents directly from the app's help menu.
Send private feed updates.
Capture signatures for tickets.
Use advanced search features when looking up field values like account name.
Select output templates for sales quotes.
Display an item quick view using a two-finger tap (iOS gesture). This allows you to flag or add an item to
your favorites without the need to open the full details.
Enhancements for working offline include:
Add an account main contact person while working offline
Use the app calendar view for activities
Capture signatures for sales quotes
SAP Cloud for Customer for iPhone
Your home page is now available in the app.
You can search all items and categories in the app.
If your administrator has made the appropriate settings, you can create leads using the business card
scanner on the iPhone or with Android. For more information, see Leads [page 91].

What's New in SAP Cloud for Customer
17
SAP Customer Insight for iPad

Navigate to lists of objects within the SAP Cloud for Customer for iPad app via tiles for My Accounts or My
Opportunities, for example.
Partner channel management
If your administrator has set up your system appropriately, you can see new sections available in the
Partner work center for the following:
Partner programs
Partner product dimensions
Funds management
Loyalty management
There are Microsoft Excel templates for migrating the following data:
Partners
Partner programs
Funds management data
Loyalty management data
SAP Cloud for Customer Add-In for Gmail

You can see and use information from SAP Cloud for Customer right from your Gmail inbox. For more
information, see Working from Gmail [page 62].
What's Changed
SAP Cloud for Customer for iPad
The actions menu ( ) is no longer displayed if there are no actions available for an item.
SAP Cloud for Customer Add-In for Microsoft Outlook

For more information about the following changes, see Working from Microsoft Outlook for Sales Users
[page 140] or Working from Microsoft Outlook for Service Users [page 223].
You can create a visit from Microsoft Outlook directly. When you create a visit, it is categorized as a visit
in SAP Cloud for Customer and appears in a different color in your Outlook calendar.
Activities older than 30 days are no longer synchronized.
The account name appears in the task details in Microsoft Outlook, in the Company Name field.
Under Settings, you can define the following:
Whether your new contacts or accounts in the system are synchronized with Microsoft Outlook.
SAP Cloud for Customer Add-In for IBM Lotus Notes
The add-in supports IBM Lotus Notes 9.
18
Whether the system tracks synchronization progress, conflicts, and errors and stores it in a folder
in Outlook.
Deletion of synchronized activities in the system or in IBM Lotus Notes is supported.
Duplicate Check Enhancements

If your system is scoped to activate duplicate checks for business partners, and if a new business partner
that is suspected to be a duplicate item is entered, then the system now performs a duplicate check every
time that you enter additional information in any field that is relevant for duplicate checks that is, Name,
Date of Birth (for individual customers), Address, Phone, Fax or E-Mail.
To illustrate, suppose that you enter a contact whose name resembles an existing one, then receive
notification from the system that a potential duplicate was found, and then enter an address for the contact
before attempting to save it. Because the system checks contact addresses for potential duplication, it will
again notify you that a potential duplicate was found. The system will continue to check the relevant field for
duplicate items until you save the item, or cancel the entry.
Accounts

If the status of an account is blocked or obsolete, then you can no longer create transactions from that
account, including opportunities, leads, sales quotes, tickets, visits, and activities.
When you perform value selection for the Account field for example, when creating an opportunity, or
a ticket the results include accounts and individual customers alike. To enable the restriction of results
to accounts or individual customers only, the Category field is available in the advanced search. Provided
that you have personalized the screen to make it visible, advanced searches can be narrowed such that
only accounts or individual customers appear within the results of the value selection.
Contacts
The Title field is always displayed within the contact header. Translatable texts cannot be added to the
formatted name of the contact.
Provided that you have personalized the screen to make it visible, you can use the Attachments tab to
assign files to a contact of interest.
Individual Customers
Provided that you have personalized the screen to make it visible, you can use the Attachments tab to
assign files to an individual customer of interest.
Activities
The icon for tasks was updated to
If the location is blank when you save a new appointment, the system uses the account's main address
as the default location.
You can create a lead as a follow-up item to a phone call, appointment, or task by choosing
Actions
Add
Lead .
You can send e-mail messages right from the Activities tab in the account or contact details in SAP Cloud
for Customer. The system uses the technical address defined in the system as the sender's address, and
e-mail messages sent from the browser are not synchronized with e-mail add-ins.
Activity list: New default attributes to use in templates

In activity lists, you can define a subject, duration, gap, category, priority, and notes, which are used as defaults
for any new appointment, task, or phone call you create from that activity list. You can also add attachments
and notes, which are copied into each new activity generated from the activity list.
Sales Features
What's New
Tickets from leads and opportunities

Create tickets related to the current lead or opportunity from the Tickets tab.
What's Changed
Opportunities
Sales Opportunities , from the Activities tab, you can delete activities associated with an
Under
opportunity. For additional information, see Opportunities [page 115].
You can copy products from within the opportunity details. For additional information, see Opportunities
[page 115].
You can make the Changes tab visible, where you can see all changes that took place in the opportunity,
yet also filter for a specific time period. In the list, you see the original and revised values before and after
a change, as well as the time that the change occurred.
You can create tickets from an opportunity, provided that the Tickets tab has been made visible.
Territory Management
If Territory Management is active in your solution, and configured to allow only one territory per account, then
realignment runs that are executed for open leads and opportunities also realign applicable open sales quotes
and activities.

19
Competitors
If the status of a particular competitor is blocked or obsolete, then it is no longer possible to create an
associated competitor product.
Activity planner: Parent account attribute for routing rules

If your role includes creating activity plans, there is a new attribute you can use to create a routing rule: parent
account. For example, if you create a visit for an account whose parent account is defined in the rule, the
activity plan in that rule is associated with the visit. For more information about creating rules for activity
plans, see Activity Planner [page 127].
Activities: More space available for appointment location

The default appointment location in the system allows 80 characters.
If you need more space to display the location in appointments, you can use personalization to add a second
line for the location. For more information, see Activities [page 57].

For more information about the following changes, see Working from Microsoft Outlook for Sales Users
[page 140].
Only active accounts and contacts appear in the search results in the Microsoft Outlook sidebar.
You can associate e-mail messages with sales quotes and leads in the system.
Sales Quotes
To add products from product list in the sales quote quick create, choose Actions
Products.
For more information, see Creating and Processing Sales Quotes [page 133].
Add from List
under
Marketing Features
What's New
20
Leads
Under
You can associate a lead with an account and contact, as a precursor to subsequent conversion. This
enables the lead to remain open, without assuming the status Converted, so that additional processing
can occur for it. For additional information, see Leads [page 91].
You can copy a lead from within the lead details, provided that an active account is associated with that
lead. For additional information, see Leads [page 91].
From the Activities tab, you can delete activities associated with a lead. For additional information, see
Leads [page 91].
You can create sales quotes from a lead, provided that the Sales Quotes tab is made visible, and that an
active account is associated with that lead.
You can attach surveys to a lead, provided that the Surveys tab is made visible. From this tab, you can
also edit surveys, as required, and perform other associated actions. For additional information, see
Surveys [page 122].
You can make the Changes tab visible, where you can see all changes that took place in the lead, yet also
filter for a specific time period. In the list, you see the original and revised values before and after a change,
as well as the time that the change occurred.
You can create tickets from a lead, provided that the Tickets tab has been made visible.
Your can work with leads in the offline mode of the SAP Cloud for Customer for iPad app.
On all supported mobile devices, you can assign leads to active accounts, and maintain user status.
If your administrator has configured the system accordingly, then you can create multiple opportunities
from a single lead.
Marketing
Leads , the My Team's Leads filter is available.

Mass data maintenance is supported for leads. For background information, see Mass Data
Maintenance.
You can import leads that are associated with active accounts via the SAP Cloud for Customer Add-In
for Microsoft Outlook.
The following new design reports are delivered for use with leads:
Lead Conversion Rate
Lead Funnel Analysis
Lead Funnel Report
Lead Analysis by Source, Qualification
Lead by Status
Sales Effectiveness Scorecard
SAP Customer Insight: Hot Leads
SAP Customer Insight: Leads by Source
SAP Customer Insight: List of Leads
Soft bounces in e-mail campaigns

If your system is set up to support it, you can enter the key words for soft bounces of e-mail campaigns in the
Enhanced Campaign Execution fine-tune activity.
New campaign user interface (UI)

The new campaign UI is simple and intuitive to use. We have three tabs to create a campaign and track the
campaign results - Details, Build, and Results. In Details tab, you can provide generic information related to a
campaign. In Build tab, you can define the campaign logic, and in Results tab, you can track the campaign
results.
Multi-step campaigns
If your system is set up to support it, you can now also create multi-step campaigns with different triggers
and actions. For example, you can send follow up e-mail to the prospects and customers who click on a link
on the initial e-mail that was sent to them. You can also send automated reminder e-mails when someone
doesnt open the e-mail. Similarly, you can assign various actions such as notify someone or assign activity
to your sales team based on a trigger.
New integrated HTML e-mail editor

If your system is set up to support it, you can now use a new integrated HTML e-mail editor to edit the content
of e-mail templates. You can also specify which sections of the e-mail template are enabled to edit and which
are locked. In this way, you can ensure corporate branding remains consistent while allowing end users to
add their own content to e-mail templates.
Marketing content area

There is a new Content view within the Marketing work center, where you can manage marketing assets such
as e-mail templates and customer surveys.
Handling of soft bounces

The system now distinguishes between hard bounces, such as wrong e-mail address and soft bounces such
as the inbox of the receiver is full or the receiver sent back an out of office reply. In case of a soft bounce the
campaign can be triggered for these customers again. You can also view the soft bounce messages.
For more information, see Campaigns [page 79].

What's Changed
Leads
Because sales lead management is obsolete for new implementations of SAP Cloud for Customer, the
following changes have occurred on the user interface:
On the toolbar, the quick create icon New Marketing Lead has been renamed New Lead.

21
The work center view Marketing Marketing Leads has been renamed
change equally applies to leads that are accessed on mobile devices.
Within all applicable work center views for example,

Customers Accounts the Marketing
Leads tab has been renamed Leads. This change also applies to the corresponding floorplans for mobile
devices.
All corresponding references in the SAP Cloud for Customer Library have been adjusted accordingly.
Marketing Leads . This
E-mail templates
All clickable hyperlinks are now tracked automatically without adding any special placeholders.
If your system is set up to support it, you can now add a <div> tag to your templates that enables you
to edit sections of the template in the system: <div class="editable">
If your system is set up to support it, there is now a new placeholder that you can use to add a personalized
survey link to the e-mail template.
For more information, see E-Mail Templates.
Surveys
You can now create web based external surveys that you then can send out to your customers via an e-mail
campaign. Each recipient will receive a personalized survey link allowing them provide their feedback. You
can add a logo and adjust the style of the external survey.
For more information, see Surveys [page 122].
Target Groups
You can now upload target groups from other sources using CSV files.
For more information, see Target Groups [page 89].
Service Features
What's New
Leads and opportunities from tickets

Create leads and opportunities as follow-up items from tickets.
For more information, see Tickets [page 210].
Visits from tickets

Create new visits on the Service and Repair tab of a ticket.
For more information, see Tickets [page 210].
Ticket summary reports

Create summary reports in Adobe Acrobat (.PDF) format for tickets and work tickets. You can attach a
ticket summary report to an e-mail reply. Find generated summary report documents on the Attachments
tab.
Ticket processing on iPad

Process and respond to tickets in the SAP Cloud for Customer iPad app, including knowledge base search
and attaching article links in responses.
Contracts for tickets

Create contracts for your customers that specify service levels and customer products. When you create a
ticket and enter a customer, the system determines the applicable contract, based on information entered
in the ticket.
For more information, see Contracts.
PDF files for tickets and work tickets

You can now create PDF files in tickets and work tickets.
For more information, see Tickets [page 210] and Work Tickets [page 213].
What's Changed
22

Document Flow now Related Items

For tickets, the Document Flow tab has been renamed to Related Items. Follow-up items and related items
now appear in table format.

You can define which e-mail account you want to use as a default when you send an e-mail response from
Outlook.
Industry Features
What's New
Additional data is now displayed on the Financial tab. When in the Customer Overview, you now have
access to additional information on the Financial tab. The tab now includes the following read-only
information:
Last 5 Payments Under the heading of Recent Payment, details of the last five payments are displayed
and sorted by due date.
Last 5 Invoices Under the heading of Recent Invoice, details of the last five invoices are displayed by
invoice date.
Account Balance The Financial tab header row now includes the balance of the account.
Due Date The due date for invoice payments is now displayed in the Financial tab header.
Posting Dates Payment posting dates are now displayed for each paid invoice in the Recent Invoice
list.
SAP Cloud for Customer for Insurance
Sales support for auto insurance is now also offered as an additional product.
A captive agent has the ability to create a new lead, quick quote, quote, and policy directly from the
Individual Customer view.
You can now execute credential checks for quick quotes and quotes through web services. If the captive
agent's credential check passes, he will be authorized to then create the quick quotes and quotes and
also to sell the desired insurance product.
For both quote and quick quote, copy is enabled, meaning you can easily make a copy of a quote or a
quick quote.
Quick quotes and quotes are grouped together in the List view. This can also be seen in the Related Quick
Quote and Related Quote views.
Attachment URLs are supported for quick quotes, quotes, and policies from the inbound A2X web
services.
Business configuration for status management for quick quotes, quotes, and policies are now available.
In both the Quick Quote and the Quote views, you can edit the Name field in the header details.
The Country field is now mandatory.
Scheduler will now periodically call remuneration data from the ICM system to SAP Cloud for Customer
through external web services.
Analytics for captive agents:
Sales Analytics: Remuneration inquiry for all the customers across all insurance products, based on start
date, end date, grouped by remuneration type.
Sales Analytics: Remuneration inquiry for all customers across all insurance products, based on start
date, end date, and grouped by remuneration type, value comparison for current month versus the same
month last year. Also the current quarter versus the same quarter last year.

23
24
Sales Analytics: Total premium earned for all the customers across policies based on the start date and
end date.
Customer Factsheet: Remuneration inquiry for polices sold to a customer grouped by remuneration
type.
Design registration is now integrated with feed and SAP Jam feed, which provides private collaboration
between channel managers and partners for specific designs.
Custom status is supported: a fine-tuning option is provided in order to add a custom status and map to
existing life cycle status or change existing delivered status descriptions.
Product aliasing is supported, partners can now enter product descriptions rather than only product IDs.
Audit logs and change history are available for design registrations.
Analytics for High Tech

Four new analytic charts are available, either from the Home screen or from the Analysis tab:
Design Registration: Win Ratio
Design Registration: Expected Sales Forecast
Design Registration: Closing Rate
High Tech: Transferred Deals
SAP Cloud for Customer for Retail
Calendar view
As a retail store employee, you can now create, track, and view all store events and activities, and manage
your tasks and appointments using your retail calendar.
As a retail store manager, you can now manage all store events and task assignments for your employees.
You can also view all store employee calendars.
In-store activity
As a retail store manager, from this new tab, you can create retail tasks/activities for all your store
employees. All in-store tasks/activities are related to the store you are associated with, and has a start
and end time.
Integration for stores, customer information, offers, and in-store products/articles

You now have the option of integrating with SAP Retail, SAP Shopper Experience, cloud edition, and any
third party system to fetch information and records for stores, customers, offers, and in-store products/
articles.
SAP Cloud for Customer for Banking

SAP Cloud for Customer for Banking is the next generation lead-to-opportunity B2C sales solution for banking
companies that will enable you to engage with individual customers interested in client managed banking
services. This solution allows the banking companies to engage, serve, and retain customers. Our solution
enables all aspects of customer engagement, from demand to sales. It also enables account and activity
management.
You can do the following with SAP Cloud for Customer for Banking:
Create an account for an individual customer
Assign a financial advisor to the customer
Enter KYC (know your customer) details
Assign a household to a customer and add members to it
Assign a coverage team to the customer, who as experts, can offer various products and services to the
customer
Create a lead, based on customer details and requirements
Convert a lead to an opportunity

Create tiered opportunities, which allows the coverage team to enter details for each product/service
offered to the customer
Create follow-ups from tiered opportunities
What's Changed
SAP Cloud for Customer for Insurance
You can now edit the Name field when creating a quote or a quick quote.
You can set a Design Registration to Transferred, as well as search on Transferred through the Advanced
Search option.
Enhanced customer aliasing now supports account creation and searches.
Duplicate check is enhanced with regard to functionality as well as usability.
When in the Customer Overview, the Service Location tab displays for all active accounts. The read-only
tab displays the service locations of the account and cannot be edited. The Connection Object ID field
contains hyperlinks that allow you to quickly navigate to the Service Location header view.
Two new fields have been added to the Service Location header view. The two date fields for the service
location are Created and Last Updated.
The Quotation screen now automatically refreshes. After a quotation PDF is generated, the screen is
automatically refreshed.
SAP Cloud for Customer for Professional Services

Setup the SAP Cloud for Customer for Professional Services industry add-on to access the master project
maintained in SAP Commercial Project Management (SAP CPM) from your SAP Cloud for Customer solution.
You can use the interface provided in the cloud solution to do the detailed planning required to arrive at an
accurate opportunity value. Some of the features include:
From SAP Cloud for Customer
Creating a new opportunity triggers creation of a corresponding master project in CPM add-on
Modifying an opportunity that in turn updates the corresponding master project in CPM add-on.
Deleting an opportunity that deletes the reference to the opportunity in the master project in CPM
add-on
From CPM add-on in SAP ERP system
Updating a master project triggers updates to corresponding opportunity in cloud solution, that is
referenced in the master project.
The solution for Professional Services add-on is an extension to the SAP Cloud for Sales solution.
Therefore, in order to use the features specific to Professional Services, you must perform the
onboarding steps for SAP Cloud for Sales and additionally, setup the integration with SAP ERP system
and the CPM add-on. For detailed information on setting up the integration with SAP ERP system, see
Integrating SAP ERP and SAP Cloud for Customer via NW PI.
How-To Videos
Additional training videos have been published. To watch them, see How-To Videos [page 27].

25
3 VIDEO: What's New in SAP Cloud for Customer
Video
Find out about the latest features delivered with SAP Cloud for Customer.
You are entering a site that is not hosted by SAP. By using such links, YOU AGREE that unless expressly stated
otherwise in your agreements with SAP:
26
The content of the linked-to site and any further external site is not product documentation and that you may
not infer any product documentation claims against SAP based on this information.
The fact that SAP provides links to external sites does not imply that SAP agrees or disagrees with the contents
and information provided on such sites. SAP does not guarantee the correctness of the information provided.

VIDEO: What's New in SAP Cloud for Customer
4 How-To Videos
To watch a video, choose a link below. The chosen video opens in a new browser window.
The following videos are narrated in English. For some videos, captions in English and subtitles in other
languages are available.
General Features
Title
Duration
Description
What's New in SAP Cloud for
4m 30s
Find out about the latest features delivered with SAP Cloud for
Customer.
3m 24s
Find out where feed updates come from, how to post and comment
on feed updates, and where to find private updates.
3m 47s
Find out how to use the toolbar to search for and create items quickly,
and how to use panes to search for tags, favorite and flagged items,
products, and solution help.
Using the Shelf, Flags, and Favorites 2m 50s
Find out about the shelf, how flags and favorites are connected to it,
and how to use it to keep important items at your fingertips.
Customer
Using Feed
Using the Toolbar and Panes
Creating and Editing Items

Changing Your Feed Settings
2m 11s
Find out the different ways you can create items.
2m 49s
Find out how to adjust which updates you receive from the source
you're following and how to automatically flag and tag incoming
updates.
Customizing Your Personal Settings 3m 43s
Find out how to change your general system settings and how to
personalize the content on screens.
2m 55s
Find out how to use tags to organize and quickly find items.
Welcome to Your Home Page
2m 52s
Find out how to personalize your home page.
Using the Reports Quick Filter
4m 42s
Find out how to use the quick filter for reports to close more deals.
4m 37s
Find out how to modify a report in the Web Browser view and how to
add it to your dashboard.
7m 23s
For Administrators: find out how to enable chat using SnapEngage,

so that your service agents can chat with customers.
Organizing Items with Tags
Working with Report Details
Enabling Chat

How-To Videos
27
Title
Duration
Description
Assigning User Access Rights by
3m 00s
For Administrators: find out how to create roles that you can assign
to users for easier maintenance of user access rights.
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.
4m 21s
For Administrators: find out how to add custom fields to objects in

the solution and then add those fields to reports.
Setting Up Data Access Restrictions 5m 23s
For Administrators: find out how to use access restrictions to limit

employees access to data in your solution.
Setting Up the Home Page and SAP 4m 50s
For Administrators: Save your end users time and give them
immediate value by predefining home page content and layout by
role. You can also customize the SAP Customer Insight app right
from the browser. This video shows you how!
Roles
Adapting the User Interface
Adding Custom Fields to Reports
Customer Insight
Sales Features
Title
Duration
Description
Start Here for SAP Cloud for Sales
5m 20s
Find out how to walk through the sales cycle: starting with an
assigned lead, converting it to an opportunity, and finally reporting
on the closed deal.
4m 48s
Find out how to create and qualify leads, and how to convert leads to
other items such as opportunities to drive sales activity.
4m 11s
Find out how to work with tiles, view report details, and personalize
your dashboard with SAP Customer Insight.
4m 46s
Find out how to create and edit items on SAP Cloud for Customer for
Working with Leads

Creating Items on iPad

Navigation and Feed for iPad
iPad, including how to convert a lead to an opportunity.

5m 42s
Find out how to navigate to different views and use the feed and
toolbars in SAP Cloud for Customer for iPad.
Creating Sales Quotes

Working with iPad Offline Mode
Managing E-Mail Campaigns
4m 21s
Find out how to create a sales quote.
3m 28s
Find out how to use SAP Cloud for Customer for iPad in offline mode.
3m 12s
Find out how to create and manage direct e-mail marketing

campaigns.
Adding Activities with Sales Activity 2m 40s

Advisor
Setting Up Sales Territories
28
7m 23s
For Administrators: find out how to add best practices and activities
to help your sales team win more deals.
For Administrators: find out how to set up sales territories.

How-To Videos
Social Media Features

Title
Duration
Description
Start Here for SAP Cloud for Social
7m 22s
Find out the basic information you need to get working on tickets in
SAP Cloud for Social Engagement.
4m 17s
For Administrators: find out how to create a mashup web service and
configure the API for SAP Social Media Analytics by NetBase.
Duration
Description
Engagement
Configuring an SAP Social Media
Analytics Web Service
Service Features
Title
Start Here for SAP Cloud for Service 6m 28s
Find out how to use SAP Cloud for Service.
Start Here for Service and Repair
1m 43s
Find out how to use SAP Cloud for Service to engage customers at
every service touch point, from creating the initial service order to
completing the work by the field service agent.
Start Here for Employee Support
3m 44s
Learn how to provide employee support in SAP Cloud for Service,

from sorting and working with tickets, through sending a reply with
links to knowledge base articles and resolving the issue reported.
4m 12s
Find out about the tools in the workspace, queue and tickets list that
help you to process tickets.
3m 35s
For Administrators: find out how to use service level agreements to

prioritize tickets.
Creating a Knowledge Base Mashup 5m 40s
For Administrators: find out how to create a data mashup to connect

the articles in your external knowledge base to your solution.
Defining Routing Rules for Tickets
4m 46s
For Administrators: find out how to define routing rules for tickets.
5m 12s
For Administrators: find out how to set up service teams.
6m 15s
For Administrators: find out how to set up e-mail channels in your

solution.
5m 4s
For Administrators: find out how to administer support portals for

your customers.
Title
Duration
Description
Start Here for Retail Execution
4m 45s
Learn about retail execution in SAP Cloud for Customer, including

how to plan a visit, record site information with surveys, and work in
offline mode at the account location.
Processing Tickets
Prioritizing Tickets with Service
Level Agreements
Setting Up Service Teams

Setting Up E-Mail Channels
Support Portal Administration
Retail Features

How-To Videos
29
High-Tech Features
Title
Duration
Start Here for Design Win Exchange 4m 42s
Description
Find out how collaboration between brand owners and channel
partners is supported using the design win exchange process.
30

How-To Videos
5 General Features
5.1 HTML5
5.1.1 HTML5 in SAP Cloud for Customer
Please note that this document is relevant only for HTML5-based screens. Either the described function
is available only in HTML5, or its HTML5 version differs from the Microsoft Silverlight version. To use this
function in the Microsoft Silverlight client, please log on to the Microsoft Silverlight-based screen and
follow the instructions in the corresponding help document.
Your solution is HTML5-based if the system URL contains /HTML5. Your solution is Microsoft Silverlightbased if a Silverlight pop-up window appears when you right-click anywhere on the screen.
SAP Cloud for Customer uses HTML5 technology.
Prerequisite
Your administrator has set the default client to HTML5.
Business Background
HTML5 is the new standard for internet technology. It has open standards and runs on multiple platforms including
mobile-device platforms. Using HTML5 in SAP Cloud for Customer creates a plug-and-play solution, meaning that
it is not necessary to install additional software on each users machine.
Tasks
Use Interactive Dashboards
HTML5 has enabled some additional features in analytics. For more information, see Using Interactive Dashboards
[page 156].
Personalize Your Screens

Each user can personalize their own screen to reflect the way they like to work. You can personalize the following:
Background image
For information about personalizing your background image, see Personalizing My Background Image
[page 303].
Home page
For information about personalizing your home page, see Welcome to Your Home Page
(3m 40s).
All other screens

General Features
31
1.
Start personalization.
Stripes appear in the title bar of the solution to indicate personalization mode.
2.
Hover on the area you want to change.

For information about adding a mashup to a screen, see Personalize a Mashup.
3.
Select one of the options that appears in the hover tooltip and make your change.
4.
End personalization.
The stripes disappear from the title bar.
For more information about personalizing HTML5 screens, see About Personalization (HTML5)
[page 34].
Use Updated Elements

Compared to the Microsoft Silverlight client, some elements of the screen appear and work differently in HTML5.
The following are a few examples:
Tabs
To open multiple items at the same time, such as an account, opportunity, and lead, right-click the item's link
and choose Open link in new tab. You can use the tabs to navigate between the open objects.
Inline editing
In the HTML5 version, the editor opens in display mode. Click Edit to make changes to the entries in
the fields. Ensure that you have saved your changes by clicking Save. In the Silverlight version, inline
editing is available. This means that you need to double-click on a field to edit its content. The
Save button only appears when you have made a change.
For more information about adding or changing fields, see Extension Fields Quick Guide.
Reporting an Incident [page 32]
5.1.2 Report an Incident

Overview
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 administrator to request help in solving the problem. The system
collects context data, such as system information, a screenshot of the screen from which the incident was reported,
and relevant business data, and attaches it to the incident. This data gives information about the system at the time
at which the incident occurred and helps your provider to better understand the problem if your administrator cannot
solve the incident. The context data is only useful if you report the incident from the screen on which the problem
occurred since it includes information that is specific to this screen. Therefore, it is important that you always report
application-related incidents from the screen on which they occur. To do so, go to
32
Help
Report an Incident .

General Features
If your administrator forwards the incident to SAP and SAP's root cause analysis shows that the incident
results from a partner product which your company has licensed, SAP may forward this incident, including
all corresponding context data, to the support organization of the partner responsible.
If you encounter a problem when exporting or uploading business data from or to Microsoft Excel, you can also
access the Report Incident screen from the SAP Add-in tab by clicking
Help
Prerequisites
You have configured your computer settings correctly by choosing Check My Computer Settings from the logon
screen.
Process Flow
1.
To reach the Report an Incident screen, click
2.
Under Show us where the issue is you can annotate a screenshot of where you were working to better illustrate
your problem. You can highlight areas of the screenshot or add comments by inserting a callout. This helps
your administrator to better understand the problem and solve your incident more quickly.
If the screenshot is not relevant, you can:
Close the Report an Incident screen without saving the changes, then navigate to the screen on which
the problem occurred and report an incident from there to ensure that a relevant screenshot is attached
to the incident.
Help
Report an Incident
Deselect the Attach Screen checkbox. The screenshot will not be included and you can continue reporting
the incident.
Optional: You can provide screenshots or other relevant information as attachments to help your
administrator understand your problem quickly. To add an attachment, click Attach File .
3.
Under Tell us what's wrong, specify the information your administrator requires to solve the incident:
In the Subject field, enter a brief description of the problem.
Enter a detailed description of the problem that includes the following information:
The events or actions that led to the problem, that is, details how to reproduce the problem
The results you expected (for example, different values or a more detailed error message)
If you are not reporting the incident from the Help Center, also include the following information in
your description:
Your user name
The work center and view in which the issue occurred
The documents or object IDs in which the issue occurred
The system behavior (for example, the error message displayed)

For security reasons, never include your password anywhere in the incident.
If you are an administrator and you want to send the incident directly to your provider, select the
Forward to Provider checkbox.
4.
Under How serious is it?, select the priority of your incident based on the following information:

General Features
33
Business Impact for Incident Priorities
Business Impact
Priority
Critical business processes are affected and crucial tasks cannot be carried out. The incident Can't work
requires immediate attention because it could result in business downtime for the
organization. Security-related incidents must always be assigned this priority.
If you want to report an incident with this priority to SAP outside of your standard local business
hours, enter the incident information in English to ensure that it can be processed by after
hours support, which is available 24 hours a day, 7 days a week.
5.
Business processes are affected, but the incident has only a minor impact on business
productivity.
I am concerned
The issue has little or no effect on business processes.
Minor thing
To save your entries and submit the incident to your administrator, click Submit .
The incident is submitted to your administrator, who either solves your problem directly or forwards the incident to
the provider for further analysis.
For more information, see Working with Incidents.
5.2 Personalization
5.2.1 About Personalization (HTML5)
You can personalize the SAP solution with your preferences regarding system settings, navigation settings, content,
and layout settings of a screen. You can also change labels, add mashups and fields to further personalize your
solution.
To personalize your solution, you enter the Personalization mode. Go to the Personalize menu in the title bar and
select the Start Personalization option. Once you are in the Personalization mode, you can hover over the content
area and see that editable areas are highlighted and marked by a frame.
When you hover over the area you want to personalize, icons with available functions will be displayed in the upper
corner of each framed area. You can select the icon which allows you to make the corresponding personalized
changes.
In the Personalize mode, you can make various changes to the current screen such as:
34
Personalize the layout
Change labels and field names
Hide labels and field names
Add fields and mashups

General Features
Personalize queries
Edit tabs on an editor screen
After completing the personalization of your screen, you can exit the Personalization mode by selecting the End
Personalization option from the Personalize menu in the title bar.
Apart from the personalized changes mentioned above, you can make changes to your screen without entering
Personalization mode. For example, you can sort columns, adjust column width, and rearrange the order of your
work centers directly on your screen. If you want to remove any of these changes, you have to select Start
Personalization from the Personalize menu in the title bar. Go to Personalize again, select Discard Screen and all your
personalized changes will be removed.
Note that any changes on the screen take effect immediately.
Note that any changes that you make to screen sections, tables, or fields are your responsibility. If you
change the name of a field or section, the help documents do not reflect your changes.
Tasks
Personalize Screen Layout
You can personalize your screen layout in the Personalization mode. With drag-and-drop you can easily move screen
sections to another location within the current content area.
The drag-and-drop feature also allows you to change the display sequence of fields within the current section. This
way you can easily move fields up or down and sort fields by your own preferences.
To move a screen section to another location, go to
Personalize
Start Personalization
and follow these steps:
1.
Go to the screen that you want to personalize.
2.
Hover over the highlighted section you want to move.
3.
Press the left mouse button and then drag-and-drop the section into the desired location of your screen.
When you have finished, select
Personalize
End Personalization .
Note that you can only drag-and-drop objects within one screen area and not to other areas of your screen.
Your changes are saved automatically.
Personalize My Settings
You can personalize your system settings, such as regional settings, help content and related settings, in My
Settings from the Personalize menu.
In the Regional Settings tab you can select default settings such as date format, time zone, decimal notation,
and system language.
In the Onscreen Help tab, you select whether to display additional onscreen explanatory texts and countryspecific help. Onscreen explanatory texts consist of text boxes that are shown at the top of a screen or screen
section, and short help texts that are displayed when you move the cursor over a field that is underlined. In
addition, you can activate country-specific online help content to view content specific to your country in the
Help Center.

General Features
35
For a better accessibility, you can choose screen reader support in the Accessibility tab. Screen readers will
read UI texts and mouse-over texts in all screens.
In My Settings, you can also change the password you use to log on to the system. Click the Change
Password button to change your current password.
By clicking the Manage Certificate button, you can access functions to manage logon certificates for your
user. Logon certificates enable you to log on to the system without entering your user ID and password.
Note that you must log off and then log on again for all changes in My Settings to take effect.
Personalize Your Background Image

You can personalize your background image and related settings to change the look and feel of your SAP solution.
You can set an image as your personalized background image and adjust the color and transparency settings
associated to the background image.
1.
From the Personalize menu, select My Background Image.
2.
To upload a background image, in the My Background Image screen, drag and drop an image file. The image
file should be in .png or .jpg format. We recommend that the size of the image is the size of your screen
resolution. The size of the image cannot exceed 1MB.
This feature is not supported for IE9 browser.
3.
To save your changes, click OK .

To remove your personalized background and related settings, in the My Background Image screen, click
Clear or Reset All .
Add a Field or a Column

You can add hidden existing fields or columns to sections and tables. New fields can only be created by the system
administrator. You can add these fields, make them visible and use them.
To add a hidden existing field or column to a screen, go to
steps:
Personalize
and follow these
1.
Open the Editor screen, Quick Create or Quick View window that you want to personalize.
2.
Place your cursor over a field or column header and the area becomes highlighted and icons with available
functions appear.
3.
followed by Add Fields.

To add a hidden field or column, click
A dialog box with available additional fields appears.
4.
Select a field and click Apply to add this field or column to your Editor screen, Quick Create or Quick View
window.
Personalize
Rename a Field, Section or Column

To rename a field, section or column on a screen, go to
steps:
1.
36
Personalize
and follow these
Open the Editor screen, Quick Create or Quick View window that you want to personalize.

General Features
2.
Go to the field, section or column header you want to rename.
3.
Once you place your cursor over the item, the area becomes highlighted and icons with available functions
appear.
4.
To change the label, click
5.
After entering the new name, press ENTER to save your changes.
and an editable field appears into which you can enter the changes.
Personalize
Hide a Field, Section or Column

To hide a field, section or column on a screen, go to
Personalize
1.
Open the Editor Screen, Quick Create or Quick View window that you want to personalize.
2.
Go to the field, section or column you want to hide.
3.
Once you place your cursor over the item, the area becomes highlighted and icons with available functions
appear.
4.
Click
to hide the field, section or column from your screen.
Personalize
You can make hidden items visible again by clicking

will appear in the list and you can add them again.
followed by Add Fields. All hidden and available items
If there are any hidden sections on your screen, an Add icon appears in the corresponding location of your
screen. You can make the section visible by clicking
.
Edit Tabs on an Editor Screen

You can work with tabs and personalize them to suit your needs. In Personalization mode, you can change the tab
order by dragging and dropping a tab into the desired location of your header.
Place your cursor over a tab and click
to rename it, or click
To add an additional tab to an Editor screen, go to
Personalize
to hide a tab.
1.
Go to the Editor screen where you want to add a tab.

By hovering over the header, it becomes highlighted and icons with available functions appear.
2.
Click
3.
Select a tab title from the list and click Apply.
4.
The new tab is saved and appears in your header.
and a dialog box with available additional tabs appears.
Personalize
Create/Organize Your Queries

You can create new queries, change the default queries, and organize the queries in each screen.
Create a new query
1.
Go to the screen where you want to create a new query. Enter the parameters for the new query. Click
Save Query .
2.
In the pop up box, you can give the query a name, and opt to make it your default query.
3.
Click Apply . A new query is created, and it will now appear in your default selection drop down list.
Organize you queries

General Features
37
1.
Go to the screen where you want to organize you queries. Click Organize Query .
2.
In the dialogue box that pops up, you can see all the queries available for the screen. You can select a query
as your default query by clicking on the radio button next to the name of the query.
3.
To remove a query from the list, check the check box next to the name of the query.
You can only remove the queries that you have created, and not the once which are pre-configured in
the system.
4.
Click Apply . The selected query will now appear as the default query in your default selection drop down list.
While the removed query will no longer appear in the list.
Alternative way to organize queries

The process described here is an alternative way to organize queries. We highly recommend that you use the
process as described above.
In Personalization mode, you can work with queries and personalize them to suit your needs. You can organize
queries, add new queries, or remove queries from your selection list.
To organize your queries, go to
Personalize
1.
Go to the Editor screen where you want to organize the queries of your selection list.
2.
Click next to your selection list.

All your filter categories are displayed.
3.
Place your cursor over a field, the area becomes highlighted and icons with available functions appear.
4.
Click
5.
In the dialog box, you can select your default query or remove any queries from the selection list.
6.
Click Apply to save your changes.
and a dialog box opens.
To add a new query to your selection list, go to
Personalize
1.
Go to the Editor screen where you want to add a new query to your selection list.
2.
Click next to your selection list.

All your filter categories are displayed.
3.
Place your cursor over a field, the area becomes highlighted and icons with available functions appear.
4.
followed by Add Query.

Click
A dialog box opens.
5.
In the dialog box, you can add the name of your new query and set it as default if necessary.
6.
Click Apply to save your changes.
When you have finished organizing your queries, select
Personalize
Edit Queries on an Editor Screen

This is an alternate way to create / organize your queries. We recommend that you use the procedure as
described in the Create/Organize Your Queries.
Personalize a Mashup
1.
38
From the Personalize menu in the screen that you want to personalize, select This Screen.
The personalize panel opens.

General Features
2.
Click Mashups and Web Services to open this section of the personalize panel.
A list of all mashups that can be used in the current screen is displayed.
3.
Click on a mashup to view more information and adjust settings.
4.
To make a hidden mashup visible, select the Visible checkbox next to the mashup name.
Note that the mashup will be visible on the screen the next time you open it.
5.
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.
6.
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.
Save your changes and close the personalize panel.
You can personalize your screen by selecting from a list of available mashups. Afterwards, they are either displayed
on your screen, or you can access them by clicking Web Services . If you need a new mashup, you can ask your
administrator to procure it from the SAP Store or to create a new mashup.
For more information on how to personalize a mashup, see here.
Discard Your Personalization Changes

The changes youve made are reversible. You can undo the personalization of the current screen and set it back to
default. Navigate to the screen, go to Personalize in the title bar and select Discard Screen. This discards all changes
that you have made to the current screen. For example, if you added new sections, fields and mashups to a screen
and click Discard Screen, all changes to screen layout and embedded mashups are discarded.
While working in the Personalization mode, you will also find a Discard Changes icon in sections and tables. By clicking
, you will undo the personalization for the highlighted section or table only. For example, if youve added fields to
, but the rest of the personalized screen remains the same.
a section, you can remove them by clicking
Navigate Through Your Screen

In Personalization mode, you can navigate easily from one screen element or section to the superordinate area. Place
your cursor over the field or section until the area becomes highlighted and icons with available functions appear.
and it will move you up to the corresponding superordinate area.
Then select
While working in Personalization mode, you can move up from a field to the superordinate section to make changes
on section level:
General Features
39
1.
Hover over a field and click
2.
You will move up and the section area becomes highlighted.
3.
You can make further personalized changes on section level, such as discard changes and change section
titles.
Personalize
5.2.2 About Personalization (Microsoft Silverlight)

You can personalize the SAP solution with your preferences. You can personalize system settings, navigation
settings, content and layout settings of a screen.
When you select This Screen from the Personalize menu in the title bar, the personalize panel opens on the right side
of the screen. The personalize panel contains the following sections:
Personalize Layout: A list of available content for the current screen is displayed.
Mashups and Web Services: A list of all available mashups for the current screen is displayed.
Note that any changes that you make to screen sections, tables, or fields are your responsibility. If you
change the name of a field or section, the help documents do not reflect your changes.
Tasks
Personalize My Settings
You can personalize your system settings, such as data and time formats in My Settings from the Personalize menu.
You can also personalize your background image and related settings to change the look and feel of the solution. For
more information, see here [page 302].
Display and Rename a Field on a Quick Create or Quick View Window

1.
From the Quick Create or Quick View window that you want to personalize, click the Settings icon. The
personalize panel opens.
2.
In the personalize panel, in the Sections table, select the screen section where the field that you want to
personalize is located.
3.
In the Fields table, select the field that you want to display.
4.
To display the field in the screen, in the Fields table, select the Visible checkbox of the field.
5.
To adjust the display sequence of the field, in the Fields table, use the arrow buttons to move the field up or
down.
6.
In the Field Properties section, you can change the time of the field.
7.
To save your changes to the current screen, click Save and close the personalize panel.
Display and Rename a Field on an Editor Screen

1.
From the Editor screen that you want to personalize, open the Personalize menu and select This Screen. The
2.
In the personalize panel, in the Sections table, select the screen section where the field that you want to
personalize is located.
40

General Features
3.
In the Fields table, select the field that you want to display.
4.
To display the field in the screen, in the Fields table, select the Visible checkbox of the field.
5.
To adjust the display sequence of the field, in the Fields table, use the arrow buttons to move the field up or
down.
6.
In the Field Properties section, you can change the name of the field.
7.
Add a Tab to an Editor Screen

1.
From the Editor screen that you want to personalize, open the Personalize menu and select This Screen. The
2.
In the personalize panel, in the Sections table, select the Tabs item.
3.
In the Tabs section, click Add . A dialog window opens.
4.
In the Add Tab dialog window, enter the name of the new tab.
5.
From the header, select the fields or groups of fields that you want to display under the new tab.
6.
Drag and drop the fields into the content area of the new tab.
7.
Personalize Reports
1.
From the Dashboard screen that you want to personalize, open the Personalize menu and select This
Screen. The personalize panel opens.
2.
In the personalize panel, in the Dashboard table, select the report that you want to display.
3.
Drag and drop the report into the content area.
4.
To rename the report, in the content area, click the name of the report and enter the new name.
5.
To change the display view of the report, in the content area, click the Chart icon under the name of the report
and select the display view to be used to display the report. For example, you can select table view, bar view,
line view, or pie view.
6.
To configure the report, in the content area, click the Setting icon on the top right of the report and make the
following changes if applicable:
Remove the report.
7.
Rename the report.
Resize the columns in the report.
To save your changes to the current screen, in the personalize panel, click Save and close the personalize
panel.
Personalize a Mashup
For more information, see here.
Discard Your Personalization Changes

You can discard all personalization changes that you have made to a screen.
1.
Navigate to the screen, and from the Personalize menu, select This Screen.
The personalization panel opens.
2.
Click on a section of the personalization panel, for example, Mashups and Web Services or Screen Layout.
3.
Click Discard .

General Features
41
This discards all changes that you have made to the current screen. For example, if you are currently in the
Mashups and Web Services section and click Discard , all changes to screen layout and embedded mashups
in the screen are discarded.
5.3 Changing Your Profile Picture

Your profile gives you tools to manage your personal information. To open your profile, in the topmost menu bar,
choose
Your Name
Profile .
Tasks
Changing Your Profile Picture
1.
From your profile, choose
2.
Browse and select the image you want to upload.
3.
Save your entries.

The image that you selected appears as your profile picture.
Actions
Change Image .
5.4 VIDEO: Customizing Your Personal Settings

Video
Customizing Your Personal Settings
(3m 43s)
Find out how to change your general system settings and how to personalize the content on screens.
5.5 VIDEO: Creating and Editing Items

Video
Creating and Editing Items
(2m 11s)
Find out the different ways you can create items.

42

General Features
5.6 Feed
5.6.1 VIDEO: Changing Your Feed Settings
Video
Changing Your Feed Settings
(2m 49s)
Find out how to adjust which updates you receive from the source you're following and how to automatically flag and
tag incoming updates.
5.6.2 About the Feed

The feed allows you to quickly communicate and collaborate with your network. The feed is where you post updates
to your network and receive updates from your feed sources the information and people you need to complete
your work. In the feed, you can post feed updates (using shorthand), comment on feed updates, and delete feed
updates. You can also manage your feed sources and feed settings. As with other items, you can also search feed
updates, use filters to view only certain types of updates, and flag or tag feed updates, or add them to your favorites.
Tasks
Posting Feed Updates
To post a feed update, enter a text of up to 500 characters in length, then choose Post.
Once you post an update, it appears in your feed. If other employees are following either you or the item you updated,
then your update also appears in their feed. Employees you mention in your update (with the shorthand @) also
automatically see the update in their feed, even if they are not following you or when you mention them while
posting an update from an item the associated item.
Using Shorthand in Feed Updates

Within feed updates, you can use shorthand to tag items or mention people, or send private updates, as described
below.

General Features
43
Shorthand Description
To tag an item or mention a person in your update, enter an at sign ( @ ) plus the item or person name.
For example, enter @AccountABC to tag the account named AccountABC, or enter @Frank Friedman to
mention a customer named Frank Friedman.
Items that you tag in an update appear in the feed as links that can be opened for viewing or editing. Employees
who receive your update can only open tagged items that they are already following.
To send a private update to an employee, enter an asterisk ( * ) plus the employee name, followed by the private
update.
For example, to send the private update Good work! to the employee Maria Smith, enter *Maria Smith
Good work! , then choose Post.

After you enter shorthand and two characters of the item or person for example, @Ac, @Fr or *Ma an automatic
search is performed, comparing your entry with existing items or people, and allowing you to select the correct one.
If a business document has a single-digit number, enter an asterisk after the number, for example 5*.
Commenting on Feed Updates

To comment on a feed update, choose Comment within the update. Enter your comment, then choose Post.
Within the comment of a feed update, you can also use the shorthand @ to tag items or mention people. If you tag
an item in the comment, then your comment also appears in the feed of that item.
You cannot use the shorthand * to send private comments to other employees.
Deleting Feed Updates

To delete a feed update, choose Delete within the update line.
In response, the update and its comments will be removed from your feed. If you delete a feed update of your own,
then the update and its comments will be removed both from your feed and from the feed of your followers.
Certain feed updates cannot be deleted.
Following Feed Sources

If you are authorized to receive updates from an item that you have chosen to follow, then updates about that item
automatically begin to appear in your feed. If you are not authorized, then a follow request is sent to the person
responsible for approval.
If you stop following an item or person, then the source is removed from your feed, and updates for that item or
person no longer appear there.
Managing Feed Sources

Feed Feed Sources , where you can see a list of the sources that you
To manage your feed sources, choose
are currently following. For each source that you follow, you can specify the source events that will trigger an update.
To do so, select a source from the list, then choose Manage Source Events.
44

General Features
On this screen, you can specify, for example, that a status change to an account that you are following will trigger
an update in your feed. You can also specify whether the source event will be included in e-mail digests, or flagged.
For more information about source events, see Feed Events [page 45].
Managing Feed Settings

To manage your feed settings, choose
Feed
Feed Settings , where you can determine the following:
How your follow requests are accepted

To specify that all follow requests be accepted automatically, choose Automatically accept requests to
follow.
Whether e-mail digests for feed updates are sent

To receive periodic summaries of all feed updates via e-mail, choose Send digests of all my feeds.
The date by which feed updates are sorted

Feed updates are sorted, by default, according to the date they were last commented. If you prefer that feed
updates be sorted according to the date they were created, then select According to creation date.
On this screen, you can also define default event types for the items that trigger feed updates.
For more information about source events, see Feed Events [page 45].
5.6.3 Feed Events

For each type of feed source there are defined events which, when selected, trigger feed updates. The table below
lists those events and, in some cases, an additional description of the event.
Feed Events
Source
Event
Default
Event
Account
Creation
Yes
Creation of Contact
Yes
Address Change
No
Owner or Territory Change
Yes
Status Change
No
Addition or Removal of
Attachment or Note
No
Activity Creation or Change
No
Update Posted from the Item Yes

View

General Features
Additional Description
A feed update is posted if an owner is assigned when the
account is created. This default event cannot be switched off.
A feed update is posted if changes are made to any address

on the account.
A feed update is posted if an account activity (that is, an

appointment, task or phone call) is created or changed.
When someone posts an update from the item view, the feed
update will contain a byline indicating who posted the update.
This default event cannot be switched off.
45
Source
Event
Default
Event
Opportunity
Creation
Yes
Status Change
Yes
Sales Phase Change
Yes
Revenue Change
Yes
Category Change
Yes
Chance of Success Change
Yes
Contact
No
Addition or Removal of Sales

Team Member
No
Addition of Removal of
Product or Quantity Change
No
Attachment or Note
No
No
Owner Change
Yes
Competitor
No
Quote and Sales Order

Creation
Yes
A feed update is posted if a quote request or sales order

request is created. The resulting feed update will not contain
user information.

View
46
A feed update is posted if an owner is assigned when the
opportunity is created. This default event cannot be switched
off.
A feed update is posted if an opportunity activity (that is, a

task) is created or changed.

General Features
Source
Event
Default
Event
Lead
Creation
Yes
Status Change
Yes
Qualification Level Change
Yes
Attachment or Note
No
Contact
Yes
Lead Conversion
Yes
A feed update is posted if the lead is converted to an

opportunity.
No
A feed update is posted if a lead activity (that is, a task) is

created or changed.
Product or Quantity Change
No
Owner Change
Yes

View
Ticket
Contact
A feed update is posted if an owner is assigned when the lead
is created. This default event cannot be switched off.
Status Change
Yes
Service Request Escalation
Yes
A feed update is posted if the ticket is escalated.
Service Request Processor

Change
Yes
A feed update is posted if the agent assigned to the ticket is

changed.
Text Changes
Yes
A feed update is posted anytime new text is added to the ticket

by anyone other than the assigned agent, for example the
customer responds or another agent adds a note.
Contact Details Change
Yes
A feed update is posted if changes are made to the contact

details on the header level only (for example, function,
department, or phone).
Address Change
Yes
A feed update is posted if changes are made to any address

for the contact.
No
A feed update is posted if a contact activity (that is, an


View

General Features
47
Source
Event
Default
Event
Employee
User Update
Yes
Profile Change
No
A feed update is posted if changes are made to the employee

profile such as phone, mobile, e-mail, or address information.
User Requested to Follow You Yes
This event is only relevant if you have chosen (via Managing

Feed Settings) not to have requests to follow you
automatically accepted. This default event cannot be
switched off.
User Accepted a Request to

be Followed
Yes
User Rejected a Request to be Yes

Followed
If provided, the reason for the rejection is included in the

requestor's feed update. This default event cannot be
switched off.
Yes
A feed update is posted if an employee activity (that is, an

Private Update
Yes
Private updates are declared using the asterisk (*) notation.

Feed Item
Comment or Reply
Yes
A feed update is posted to all recipients of the original feed

item when a comment or reply is posted, unless they have
deleted the original feed item. This default event cannot be
switched off.
Group
Member
Yes
Attachment
No
5.7 VIDEO: Using the Toolbar and Panes

Video
Using the Toolbar and Panes
(3m 47s)
Find out how to use the toolbar to search for and create items quickly, and how to use panes to search for tags,
favorite and flagged items, products, and solution help.
48

General Features
5.8 VIDEO: Using the Shelf, Flags, and Favorites

Video
Using the Shelf, Flags, and Favorites
(2m 50s)
Find out about the shelf, how flags and favorites are connected to it, and how to use it to keep important items at
your fingertips.
5.9 Shelf
The shelf displays items that you flag or mark as favorite. These items remain on the shelf for quick access until you
remove them.
Tasks
Adding Items to the Shelf
1.
Access the item that you want to add to the shelf.
2.
Set a flag or favorite indicator for the item.

The item you flagged or marked as a favorite now appears in the shelf pane for quick access.
Opening Items from the Shelf

1.
Open the shelf pane by choosing Shelf.
2.
Use the following predefined filters to sort the items:
All
3.
Flagged Items
Favorite Items
To open an item from the shelf, choose the name of that item, which appears as a link.
To open a feed update, choose the Open icon. (The links in feed updates link to the item or person
in the feed update.)
Removing Items from the Shelf

Items remain in the shelf pane until you remove them manually. To do so, you have the following options:
Remove all flag and favorite indicators from the item.

General Features
49
Remove the item from the shelf directly as follows:

a.
Rest the cursor on the shelf item.

The Remove icon appears.
b.
Choose Remove.
The item disappears from the shelf pane, and the flag and favorite indicators are removed from the item.
The item still exists in the system.
5.10 Tags
Tags are indicators that help you categorize items. Tags appear in the Tags pane, and in item headers.
Tasks
Creating or Adding a Tag
1.
Open the item to which you want to add a tag.

The tags area is located in the item header.
2.
In the tags area, choose the plus sign (+), which has the tooltip Add Tag.
3.
Enter the name you want to use for your tag then choose SPACEBAR . You have the following options:
To enter a public tag that all users can see, enter the tag text in the entry field.
To enter a private tag that only you can see, enter an asterisk (*) before the tag name.
For example, at a sales conference, you talk to five potential customers who are eager to buy
your product. You want to follow up on these leads yourself, so you use a private tag,
*hot_leads, so that you can find them easily in the system and call them next week.
Tags cannot contain spaces.
Tags are not case-sensitive and always appear in the Tags pane as lowercase.
For example, the system regards the following tags as the same tag, which appears
in the system as hartford:
Hartford
HARTford
hartford
4.
As you type your tag, the system runs an automatic search, comparing your entry to existing tags. You can
accept a suggested tag from the list presented by the solution.
When you accept a suggested tag, the system creates a copy of that tag for you. As a result, you can edit,
remove, or delete any tag that you assign to an item without affecting this tag in the rest of the system.
5.
To add an additional tag, click the Edit tooltip, which appears when you click in the Tags area in the item header
and add your tag to the list.
6.
Save your entries.
50

General Features
Displaying Items Assigned to a Tag

1.
Open the tags pane by choosing Tags.

For more information about panes, see Layout of the User Interface.
2.
Search or filter the list.

To search the list, enter a search term in the Find... search field at the top of the pane. When you click on the
result of the search, the Search screen appears and lists the corresponding items.
To filter the list, you can use the following predefined filters:
Recent
This filter shows the 50 most recently used tags from the last 30 days. This list is sorted chronologically
so that the tags that were used most recently appear at the top of the list.
Private
This filter shows your 50 most frequently used private tags in the system.
Public
This filter shows the 50 most frequently used public tags in the system.
Top 50
This filter shows a ranked list of the top 50 most popular tags that have been used in the system, including
both your private tags and all public tags.
A tag can be used multiple times. The sum of all usages of exactly the same tag defines the rank of that
tag in the list.
You can display the tags in list view and cloud view by using the corresponding buttons at the bottom of the
pane. For more information about display options, see Understanding the Display Options.
3.
Select a tag from the list.

The system runs a search for items assigned to that tag and displays them as search results. You can also
run this same search using shortcuts in the global search. For more information, see Running a Global Search.
Renaming a Tag
1.
In the Tags pane, click on the tag you want to rename.

This opens the Search, where all items containing your tag are listed.
2.
Open the item in which you want to change the tag.
3.
Delete the existing tag and replace it with the new tag.
Removing a Tag from an Item

1.
Open the item that contains the tag that you want to remove.
2.
In the item header, in the tags section, all the tags for this item appear.
3.
Click the pencil icon that appears when you hover in the Tags area. Rest the cursor on the tag that you want
to remove.
A Remove (x) icon appears to the right of your tag.
If you move the cursor over a tag and the Remove (x) icon does not appear, it means that it is someone
elses tag, and you cannot remove it.
4.
Choose Remove.
The tag is removed from this item only. All other items in the assigned to this tag keep their assignments and
the tag is still displayed by the solution as one of your tags.
Deleting a Tag
1.
In the Tags pane, find the tag you want to delete and choose the Delete icon.

General Features
51
2.
Confirm the message that appears at the bottom of the pane.

The tag is deleted from the system and no items are associated with the tag any longer.
Automatically Adding Tags to Feed Updates

When you add a tag to a feed source, the same tag is added automatically to any subsequent feed updates from this
source.
You can only add private tags to feed sources. If you enter or select a public tag, the system switches it to
a private tag by adding an asterisk (*) before the tag text that you entered.
For example, one of your colleagues has been helpful in the past with marketing questions, so you add
her as a feed source, which you tag with *marketing. When a feed update from her arrives, it
automatically appears with a private tag, *marketing. Since the tag is private, you are the only one who
sees this tag when you view the feed update. Thanks to the tag, when you see feed updates from her, you
can identify the source immediately, and you can use a tag search to find other feed updates from her.
5.11 VIDEO: Organizing Items with Tags

Video
Organizing Items with Tags
(2m 55s)
Find out how to use tags to organize and quickly find items.
5.12 Download
Tasks
Ensure that your Web browser is set to prompt automatically for file downloads. If needed, consult your
Web browser documentation for additional information.
Downloading Add-Ins to Synchronize and Export Data

To download add-ins that enable data to be communicated to external applications, proceed as follows:
1.
52
Under Download, select one of the following add-ins:
Add-In for Microsoft Outlook

General Features
For information about using SAP Cloud for Customer together with Microsoft Outlook, see Working from
Microsoft Outlook for Sales Users [page 140] or Working from Microsoft Outlook for Service Users
[page 223].
Add-In for Microsoft Excel

For information about using SAP Cloud for Customer together with Microsoft Excel, see Working with
Reports in Microsoft Excel.
2.
Choose Download.
3.
Select one of the following download options:
To execute and install the add-in directly, choose Run.

Follow the instructions provided by the setup wizard to install the add-in directly. When the setup wizard
has finished, you may begin to use the add-in.
To download the add-in to your preferred directory, choose Save.

Execute the add-in from your preferred directory at a later time, then follow the instructions provided
by the setup wizard to install the add-in for subsequent use.
Downloading Mobile Applications

Under Download, select one of the mobile applications. This opens a new browser window containing a Web site
where you can download the mobile application for the appropriate Cloud solution.
For more information about the mobile application you are interested in, see:
SAP Cloud for Customer for Android [page 181]
SAP Cloud for Customer for iPad [page 185]
SAP Cloud for Customer for iPhone [page 199]
5.13 Incidents
You can create incidents to report problems with the user interface to your administrator.
Tasks
Creating an Incident
To create an incident:
1.
Open the Help Center pane and click Report Incident.
2.
In the window that appears, enter the following information:
Enter a Subject.
3.
Select a Priority setting from the drop-down.
Enter a Category.
Enter a note describing the issue in the Description field.
Click Save and Close to submit the incident or Close if you do not want to submit the incident.
Editing an Incident
You can add additional notes, files, and Web site links to an incident to provide information that will help your
administrator understand the user interface problems that you have experienced.

General Features
53
To add notes to the incident, proceed as follows:

1.
Open the Help Center pane and click Track My Incidents.
2.
Open the incident by clicking either the subject or the ID number.
3.
Enter any additional information into the Note box.
4.
Click Submit .
To add files to the incident, proceed as follows:

1.
2.
3.
Click Attachments.
4.
Click Add then choose File.
5.
Use the browser in the window that opens to navigate to the item on your desktop.
6.
Double-click the item.
7.
If necessary, add a title and comments.
8.
Click Add .
To add a link to the incident, proceed as follows:

1.
2.
3.
Click Attachments.
4.
Click Add then choose Link. A browser window opens.
5.
In the window that opens, specify the URL of the link that you want to add.
6.
If necessary, add a title and comments.
7.
Click Add .
Creating a Trace for an Incident

A trace is a record of the program running in the background. Your administrator may ask you to provide this
information to understand the incident you have reported.
To record a trace, proceed as follows:
1.
2.
3.
Click Start Trace .
4.
Perform any activities in the user interface as instructed by your administrator.
5.
When you are finished, click Stop Trace .

The trace recording will be sent automatically to your administrator.
6.
If you make a mistake while recording the trace, click Cancel Trace and re-perform this activity.
54

General Features
5.14 Legacy Groups
Groups are now handled via SAP JAM. Groups created in previous versions of SAP Cloud for Customer are
now labeled Legacy Groups. You can continue to edit and manage legacy groups, but cannot create new
groups in this tab. For more information on the Groups function in SAP JAM, refer to the documentation
located here .
You can use groups to collaborate with other employees via the feed and to share attachments. When you create a
group, you automatically become the group owner.
There are three types of groups:
Public groups are visible to all employees and requests to join are automatically accepted. Anyone can post
updates, add and remove attachments, or add members.
Private groups are visible to all employees but require the owner to accept requests to join. You must be a
member to post updates, add and remove attachments, or add members.
Secret groups are only visible to members and require an invitation to join and owner approval. You must be
a member to post updates or add and remove attachments. New members must be approved by the group
owner.
Tasks
Changing Group Attributes
If you are the group owner, you can change the group type, or status. To do this, display the group details and then
position the cursor over the corresponding field in the group header and click it to enter the edit mode.
Adding Members to a Group

1.
Display the group details.
2.
Select the Members tab.
3.
Choose Add.
4.
Select the employee you wish to add or invite and save your entry.
Any member of a public or private group may add new members. For secret groups of which you are
not the owner, the owner receives a notification to either accept or decline the member request.
Removing Members from a Group

To remove yourself or other members from a group, from the Members tab of the group click the Remove icon for
each member you want to remove and confirm.
If you are the group owner, you must assign a new owner before you can leave the group.
Changing the Group Owner

If you are the current group owner, you can assign a group member to be the new owner.
General Features
55
To change the group owner, from the group header choose
Actions Change Owner , and select a group member.
5.15 Calendar
This feature is only available for HTML5 clients. Your solution is HTML5-based if the system URL contains /HTML5.
For more information about the HTML5 client, contact your system administrator.
If you are not using the HTML5 client, you can see your appointments and visits in the calendar pane.
Tasks
Your calendar shows all of your upcoming appointments, visits, and phone calls. Each one is color coded, based on
its status. Access the calendar from anywhere in the solution by using the icon in the toolbar.
Creating new appointments, visits, or phone calls from your calendar

1.
Click on a block of time in your calendar or choose New.
2.
Select which type of activity you want to create.
3.
In the screen that appears, enter the details.
4.
Save your entries.

Your appointment, visit, or phone call appears in your calendar.
Filtering your calendar entries

1.
Select Filter.
2.
Select the types or statuses that you want to use for your filter.
The calendar display shows only calendar entries that meet the criteria you selected.
Displaying calendars of your colleagues

1.
In the field that displays your name, clear your name and start typing the name of a colleague.
2.
Select the name of your colleague from the available options.

Your calendar is replaced by that of your colleague.
It is not possible to display more that one calendar at a time.
Displaying your calendar

After you have checked your colleague's schedule, choose Reset. Your calendar appears.
See Also
VIDEO: Start Here for Sales [page 103]
56

General Features
5.16 Activities
Activities are methods of recording information that results from interactions between business partners during the
customer relationship life cycle. Each activity type includes a notes feature that allows you to add more information,
as necessary. If your administrator has included the Changes tab for activities, you can use it to track the changes
made to each activity.
Your administrator may have enabled fields or created custom content for those fields, such as companyspecific categories for the Document Type field. To use these fields, you must add them by personalizing
your activity screens. For more information, depending on the client you are using, see About
Personalization (HTML5) [page 34] or About Personalization (Microsoft Silverlight) [page 40].
The following table lists the available activity types and options for creating them:

General Features
57
Activity
Description
Appointments
A planned activity that is maintained in a calendar,

including external appointments and scheduled
meetings with business partners. Appointments
contain information regarding the business partner
involved and the date on which it is to take place.
To check your schedule for upcoming visits and
appointments, you can use the Calendar.
Create
from
Reference
Item
Create
from
Microsoft
Outlook
Create
from IBM
Lotus
Notes
X (sync in
both
directions
)
X (sync in
both
directions
)
Microsoft Silverlight clients: use the

Calendar pane.
Other activity types, such as phone

calls, e-mails, and tasks, do not
appear in the calendar pane.
Create
from
Activities
View
Even if you are looking at My Team

or another group tab, the calendar
pane only displays your own
schedule.
HTML5 clients: use the Calendar.
In addition to appointments and

visits, phone calls also appear on
your calendar.
You can view other users'

schedules if you are authorized to
do so.
For more information, see Calendar

[page 56].
The calendar view of an account shows all upcoming
appointments for that account in one calendar, even if
they were scheduled by other colleagues. For more
information, see Accounts [page 104].
The location in the system allows 80
characters. It reflects the first 80 characters
of the location in appointments that are
synchronized from the e-mail add-in.
If you need more space for the location, you
can use personalization to add a second line
for the location. Then, when you synchronize
an appointment from your e-mail add-in, the
rest of the characters (characters 81255)
appear in line 2. If you enter location
information in line 2 directly in the browser,
there is no character limit. For more
information about personalization, depending
on the client you are using, see About
Personalization (HTML5) [page 34] or About
Personalization (Microsoft Silverlight)
[page 40].
58
You can cancel appointments in the system.

Unlike deleted activities, canceled activities
still appear in the system, which means you
can use them to track appointments that were
originally scheduled but not completed.

General Features
Create
from
Activities
View
Activity
Description
E-Mails
An electronic message that is sent from one person to

another person or group.
Phone calls
A business option that allows you to track and

X
document your phone calls with business partners.
If your solution has SAP Cloud for Service features
enabled, you can convert phone calls into tickets. Go to
Create
from
Reference
Item
Create
from
Microsoft
Outlook
Create
from IBM
Lotus
Notes
X (sync in
one
direction
only)
X (sync in
one
direction
only)
X (sync in
both
directions
)
X (sync in
both
directions
)
Activities Phone Call . Select Actions and then

Convert to Ticket. A ticket has been created that
contains the information from the phone call activity.
The new ticket can be found in the Queue.
Tasks
A unit of work that has to be done by a user.

In the advanced search for activities, you can
exclude tasks that were generated as a part of
visits, which helps you focus on tasks that are
not linked to visits.
E-Mail Blast
You can use an e-mail blast to send mass e-mails to a

target group. A subset of the campaign tracking options
are available for e-mail blasts.
To send an e-mail blast, you must first do the
following:
Ensure that your administrator has set

up mass e-mail in your system. For more
information, see Activation of Mass EMail.
Save an e-mail template on your local

drive. For more information, see E-Mail
Templates.
For information about the options related to SAP Cloud for Customer in Microsoft Outlook, see Working from
Microsoft Outlook for Sales Users [page 140] or Working from Microsoft Outlook for Service Users
[page 223].
For information about the options related to SAP Cloud for Customer in IBM Lotus Notes, see Working from IBM
Lotus Notes [page 146].

General Features
59
5.17 E-Mail
5.17.1 Installing the SAP Cloud for Customer Add-In for Microsoft
Outlook
The SAP Cloud for Customer Add-In for Microsoft Outlook allows you to exchange information between Microsoft
Outlook and SAP Cloud for Customer.
Microsoft Outlook integration supports Microsoft Outlook 2007, Microsoft Outlook 2010, and Microsoft Outlook
2013.
Tasks
Installing or Updating the Add-In for Microsoft Outlook Integration
Each user who wants to use SAP Cloud for Customer functions from Microsoft Outlook must install the add-in on
his or her computer. To update the add-in, follow the same procedure. To download the add-in, you must have
administrative rights on the computer.
To avoid compatibility issues with previous releases, make sure that you have installed the latest version
of the add-in.
1.
In SAP Cloud for Customer, choose Download.
2.
Choose the download link for the add-in for Microsoft Outlook.
3.
Install the add-in.

Follow the instructions in the installation wizard.
4.
Restart Microsoft Outlook to activate the add-in.

When you restart Microsoft Outlook SAP Cloud for Customer appears on your Microsoft Outlook screen,
either as a separate toolbar (Microsoft Outlook 2007) or as a separate tab in the ribbon (Microsoft Outlook
2010 and Microsoft Outlook 2013).
Making Settings for SAP Cloud for Customer Add-In for Microsoft Outlook
1.
2.
60
Enable the side pane in Microsoft Outlook as follows:

Microsoft Outlook Version
Action
2007
Enable the view SAP Cloud for Customer.
2010 and 2013
Enable the add-in SAP Cloud for Customer.
Check the SAP Cloud for Customer folder locations in Microsoft Outlook as follows:
Action
2007
Check tools for SAP Cloud for Customer Add-In Settings.

General Features
Action
2010 and 2013
Choose
Settings .
The add-in automatically creates the synchronization folders, including the following:
Default Folder
This is the main folder where error and conflict information is stored.
Accounts Folder (only necessary for sales users)

This folder contains the accounts downloaded from SAP Cloud for Customer.
Contacts Folder (only necessary for sales users)

This folder contains the contacts downloaded from SAP Cloud for Customer.
To change any of these folders, click the folder link, select a new folder, and choose OK.
3.
In the Advanced Settings section, set the following:

a.
If you want the system to display synchronization-related notifications in a message in the Microsoft
Windows task bar, select the Display Synchronization Notifications checkbox.
b.
If you want the system to display synchronization-related errors in a message in the Microsoft Windows
task bar, select the Display Synchronization Errors checkbox.
You can use a right click on the SAP Cloud for Customer add-in icon in the Microsoft Outlook toolbar
as a shortcut to display synchronization errors and notifications directly, access the error and conflict
folders, open the activities list, and send meeting requests.
4.
If you are a service agent using Microsoft Outlook to reply to tickets, in the Initial Synchronization section,
select the Enable Service Scenario checkbox.
Uninstalling the Add-In for Microsoft Outlook Integration

If you want to update your add-in, there is no need to uninstall it. Simply follow the procedure described in
section Installing or Updating the Add-In for Microsoft Outlook Integration.
If you no longer want to use the SAP Cloud for Customer Add-In for Microsoft Outlook, you can uninstall it as follows:
1.
On your computer, from your list of installed programs, uninstall the add-in for Microsoft Outlook.
2.
In Microsoft Outlook, find the folder that has the same title as the SAP solution and delete it.
See Also
Working from Microsoft Outlook for Sales Users [page 140]
Working from Microsoft Outlook for Service Users [page 223]
5.17.2 Installing the SAP Cloud for Customer Add-In for Gmail
The SAP Cloud for Customer Add-In for Gmail allows you to exchange information between Gmail and SAP Cloud
for Customer. To use this add-in, you must first install it and make a few settings, as described here.

General Features
61
Tasks
Installing the Add-In
1.
Go to the Google Chrome Web Store and search for SAP Cloud for Customer Add-In for Gmail.
2.
Download the app by clicking + FREE .

The end-user license agreement (EULA) appears. Scroll down to read the agreement, then accept or reject
it with the buttons at the bottom of the page.
If you reject the agreement, you will not be able to use the app. You can review the EULA later on and
accept it under
Options
License .
Making Settings
1.
Open a Google Chrome browser and from the browser menu, choose
A list of your extensions appears.
2.
Under the SAP Cloud for Customer Add-In for Gmail app, choose Options.
3.
In the URL field, enter the URL for your company's SAP Cloud for Customer system, which was probably
communicated to you by your system administrator.
4.
If you did not accept the end-user license agreement (EULA) during installation and would like to do so, or if
you would just like to review it, choose License .
Tools
Extensions .
See Also
Working from Gmail [page 62]
5.17.3 Working from Gmail

Prerequisites
You have installed the SAP Cloud for Customer Add-In for Gmail locally on your computer and made the appropriate
settings. For more information, see Installing SAP Cloud for Customer Add-In for Gmail [page 61].
Tasks
Logging on to SAP Cloud for Customer from Gmail
1.
Using the Google Chrome browser, log on to your Gmail account.
2.
Select an e-mail from your inbox.

If your administrator has set up single sign-on (SSO), the SAP Cloud for Customer sidebar appears.
Otherwise, a logon screen appears. Enter your user name and password for your SAP solution.
62

General Features
Create Items from Gmail

A toolbar with a subset of features appears in the Gmail sidebar. You can use the icons that appear here the same
way you would in the SAP solution. For example, you can use them to create new contacts or accounts in the SAP
system, right from your Gmail inbox.
Adding or Removing E-Mail for Synchronization

To synchronize an e-mail with your SAP solution, choose the
undo this action, use
.
icon that appears nearest to the contact's name. To
Open the SAP Solution from Gmail

To open your SAP solution from the Gmail sidebar, choose Details.
Linking or Unlinking E-Mail and SAP Items

Items that exist in your SAP solution, such as leads or opportunities, appear in the tabs within the sidebar. To link
icon that appears next to that item. To undo this
the selected e-mail to an item that appears here, choose the
action, use
.
See Also
Installing SAP Cloud for Customer Add-In for Gmail [page 61]
5.17.4 E-Mail Security

Overview
To increase e-mail security, your SAP solution enables you to decrypt incoming e-mails and check them for
trustworthy signatures, as well as encrypt and sign outgoing e-mails. Outgoing e-mails are encrypted using the
Secure/Multipurpose Internet Mail Extensions (S/MIME) standard.
You can use this function for e-mail communication between your solution and your employees and your solution
and your business partners, in e-mail scenarios provided by SAP. You can send encrypted e-mails to your users, (for
example, to send them new passwords) or to business partners. You specify which e-mail scenarios you want to use
and define settings for encryption and signatures for these scenarios in Business Configuration, in the E-Mail
Encryption and Signature Check fine-tuning activity.
The following diagram illustrates how e-mail encryption and signature is set up for communication between your
system and your employees:

General Features
63
S/MIME Configuration and Process Description
The following diagram illustrates how e-mail encryption and signature is set up for communication between your
system and your e-mail recipients:
64

General Features
S/MIME Configuration and Process Description
Encrypting E-Mails Sent from Your System

Key pairs, which consist of a public key and a private key, are used to encrypt and decrypt e-mails. The sender uses
the recipients public key to encrypt e-mails sent to the recipient and the recipient uses his or her private key to
decrypt these e-mails. Therefore, before outgoing e-mails can be encrypted, the recipients public key must be
uploaded to the system. This can be done in the following ways:
The administrator uploads it manually. This option is valid for both employees and for business partners.
The employee uploads it manually. This option is valid for employees only.
The employee sends a signed e-mail (where the signature contains the S/MIME certificate) to the central
security e-mail address. This option is valid for employees only.
Note that before an employee sends a signed e-mail containing the S/MIME certificate to the central security
e-mail address, you have to upload the certificate of the trusted Certification Authority (CA) that has also
issued the employees certificate. Otherwise, the system does not accept the employee's public key.
You can use only one S/MIME certificate for each employee. That is, if the employee uploads a second S/
MIME certificate, the system replaces the old one.

General Features
65
Receiving Encrypted E-Mails Sent to Your System

You can define in an e-mail scenario that you only want to receive encrypted e-mails from a sender. For the sender
to be able to send you encrypted e-mails, he or she must have your systems certificate. Therefore, you must
download this certificate and distribute it to the relevant employees and business partners.
Checking the Signature of E-Mails Sent to Your System

The sender signs e-mails using his or her private key and the recipient can then verify the signature using the public
key.
To verify the signature of incoming e-mails, you have to upload the certificate of a trusted CA into your system. You
have to do this for the central security e-mail address and for all system e-mail addresses to which employees and
business partners can send an e-mail. The S/MIME certificate of the sender must be issued by the same CA. When
receiving a signed e-mail, the system verifies whether the certificate in the e-mail is issued by a trusted CA, checks
whether the signature is valid, and, if the certificate has been assigned to an employee, authenticates the employee's
user ID by means of the S/MIME certificate. If the e-mail has been sent by a business partner who does not have a
user in the system, the e-mail is processed by the system using a technical user. If the verification fails, the system
rejects the e-mail and informs the sender.
Only trust those CAs that verify the e-mail address of the sender. Otherwise other persons could become
the owner of a certificate that has been issued by the same CA and contains a valid e-mail address.
Signing E-Mails Sent from Your System

To sign e-mails sent from your systems standard sender address (DoNotReply@<systemdomain>) a key pair is
automatically created and signed by the SAP Passport CA for this e-mail address.
E-Mail Recipients: To be able to verify the signatures of e-mails sent from this address, the recipients of these emails need to install the corresponding CA certificate in their e-mails clients. For the standard sender address you
can download the certificate from the SAP Passport CA. For external key pairs, you can get the certificate from the
signing CA.
See Also
Configuration: Load Certificates and Activate Signing and Encryption for E-Mails
Configuration: E-Mail Encryption and Signature Check
Process-Integrated Output Settings
5.17.5 Uploading New E-Mail Security Certificates

When your system administrator set up your cloud solution, he or she uploaded an e-mail security certificate for
you. This certificate is also called a Secure/Multipurpose Internet E-Mail Extension (S/MIME) certificate, and it is
necessary for the system to encrypt outgoing e-mails.
In case your certificate becomes invalid or expires, you may want to upload a new certificate yourself.
If you have any difficulties, consult your system administrator.
66

General Features
Tasks
Saving Your New Certificate
You can use your internet browser to download and save the latest certificate from the trusted Certification Authority
(CA).
For example, in Microsoft Internet Explorer 9, download the certificate as follows:
1.
Go to the settings for internet options.
2.
As part of content, go to the list of certificates and choose the relevant one.
3.
In the details for that certificate, save a copy to file with file format Base-64 encoded X.509.
Uploading Your New Certificate

1.
In SAP Cloud for Customer, under
2.
Choose Upload S/MIME Certificate.

A separate window opens, displaying the files in your system.
3.
Direct the system to the place you saved your updated certificate in the last step and choose Open .
Personalize
My Settings , choose Manage Certificates.
See Also
E-Mail Security [page 63]
5.18 Working with Lists
Tasks
Filtering Lists
You can narrow down a list by searching or by using the following filtering or query options:
Predefined filters
For some lists, you can select a predefined filter from a drop-down list. These filters are specific to the content
in each list, and will allow you to filter your items or your team's items.
Show Filter
For some lists, you may select additional options by doing the following:
1.
At the top of a list, choose
2.
Narrow the list by choosing the appropriate categories, which appear above the list.
The number that follows a category name is the number of entries in that category.
3.
Select an item from the list for more details. To close the filter without selecting an item, choose
Charts filter

General Features
67
The charts filter is only available in HTML5 clients.
The charts filter displays certain columns in the list visually, as segments of a chart.
1.
At the top of a list, choose Charts.

Charts appear for certain columns, containing segments for each category, along with a legend.
2.
To filter the list according to a segment, either click on the segment of the chart or the corresponding
legend entry.
The list is filtered according to the information you chose. You can select more than one segment in the
same chart, which increases the number of the results in the list.
3.
To narrow the number of results in the list, select segments in another chart as well.
Advanced Filter
For some lists, you may select additional options in the filter bar by doing the following:
1.
At the top of a list, choose
2.
Make the appropriate selections. For more options, you may select
3.
Select an item for more details.

To close the filter without selecting an item, choose
To set up a filter to see obsolete accounts:

1.
Navigate to the accounts list.
2.
Choose
3.
Under status, choose
4.
Set the option as Equal To, and the value as Obsolete.
5.
If necessary, deselect the But Exclude box.
.
.
From the filter or advanced filter view, you can save or organize your filters or queries for future use. Saved
queries appear in the drop-down list of filters. You can also set a query as the default so that it will automatically
filter the list. Organize your queries to delete a saved query or to set a new default query.
Sorting Lists
at the top of a list, or by choosing a column header.
You can sort a list by selecting
When you make a selection, an arrow pointing up appears, and the results appear in alphabetical order.
Select the column again to see the list in descending order. An arrow pointing down appears, and the results
appear in reverse alphabetical order.
If you are sorting with the column header, you can sort multiple columns at once by holding down the
Shift key as you choose. The direction of the arrow indicates the sort order, as described above.
5.19 Processing Inbound Phone Calls

Overview
Upon installing the Computer Telephony Integration (CTI) client adapter provided by SAP, your solution will
automatically generate phone activities that capture customer information for incoming calls, provided that your
solution is enabled to contain the Live Activity pane.
68

General Features
Prerequisites
You have installed third-party telephony software.
Tasks
Installing the CTI Client Adapter
To allow your solution to automatically generate phone activities, install the CTI client adapter as follows:
1.
2.
Download the CTI Client Adapter as follows:
3.
1.
Hover over CTI Client Adapter, then click Download .
2.
Click Run when prompted.
3.
Click Yes when asked if you want the solution to publish changes on your computer.
4.
Complete the steps in the setup wizard.

Upon completing the installation steps, the adapter will be installed on your computer, and a shortcut
will be visible on your desktop.
Right-click the shortcut to the adapter on your desktop. Open the Compatibility menu. Enable the selection
Run the program as an administrator.
Adding Notes to Current Phone Call Activity

If you solution is enabled to contain the Live Activity pane, then you can view the details of your current phone call
and add notes to the activity.
To see current phone call details, the CTI Client Adapter installed on your desktop must be running. You need
to run the adapter before you open SAP Cloud for Customer.
1.
During a phone call, click Live Activity.

If necessary, you can choose Actions Reset in the live activity pane to clear the previous call information.
The details of your current call will be populated in the pane:
Call Information contains details about the current call.
2.
Customers contains detailed information about the customer on the call. You can also search for
customer information.
Tickets contains a list of tickets related to the current customer. You can also search for tickets.
Enter your comments in Notes and save your changes.

To see the notes you added to the activity, choose
activity.
Your comments are visible in Notes.
Activities
Phone Calls , then open the phone call
Converting a Phone Activity to a Ticket

You can convert a phone activity to a ticket if your solution is scoped to use Social and Service features.
1.
Choose
2.
Select the phone activity you want to convert from the list.
3.
Select Actions and then Convert to New Ticket.

You will see a ticket in the Queue that contains the information from the phone activity.
Activities

General Features
Phone Calls .
69
5.20 Search
5.20.1 About Worklists
Worklists are tables that contain documents and tasks. The worklist provides a summarized view of all your data
records. You can use the search and filter options to locate the records you need. You can also perform actions such
as open, edit, create, delete, or release.
Depending on the solution you are using, you might find two types of worklists: worklist and the new worklist.
Worklist
Worklist Layout
1.
Title of the worklist.
2.
Show dropdown listbox: You choose a predefined query from the dropdown list, and get the selected records
in the table. For example, you choose My Sales Orders from the Show dropdown listbox, and get the sales
orders that are created by you.
3.
Refresh and Search: You refresh the table to get the latest data records. You can also search within the worklist
to find the record you need.
4.
Action: You can preform actions such as view, edit, create, preview in PDF version, export to Microsoft Excel.
The actions that you can perform here are determined by the application.
5.
Filter: You can use filters to find data records that fulfill the search criteria you define.
The New Worklist
The New Worklist Layout
70

General Features
1.
Title of the worklist.
2.
Action: From here you can perform actions that are not related to any items from the table. For example, you
can create a new record.
3.
View: You can have different views on the records in the worklist. The types of views that you can choose from
depends on the content of the worklist. Here is an overview of all views:
List View
A classical table is displayed.
List View
Card View
The card view shows the data in four columns, where

the first column is an image.
Card View
Tile View
The tile view shows the data in two columns, where the
first column is an image.
Tile View
Thumbnail View
The thumbnail view shows an image and the title of the

record below the image.
Thumbnail View
Map View
The map view supports Google Maps or Microsoft

Bing. The map area shows Google map or Bing map
view for the address in the data record.
Map View

General Features
71
Cloud View
The cloud view shows tags in different sizes. Each tag

is shown only once. The more a certain word is tagged,
the bigger the font size of the word is in the cloud view.
Cloud View
4.
Sort: you can sort the data records by certain key fields.
5.
Show dropdown listbox: You choose a predefined query from the dropdown list, and get the selected records
in the table. For example, you choose My Sales Orders from the Show dropdown listbox, and get the sales
orders that are created by you.
6.
Filter: You can use filters to find data records that fulfill the search criteria you define.
7.
Search: You can also search within the worklist to find the record you need.
8.
Action: From here you can perform actions that are related to this particular data record. For example, you
can view, edit, or release the document. You can also flag or tag the record. In the List view, place your mouse
over the Actions column of the data record, and the available actions appears as an overlay. The actions that
you can perform here are determined by the application.
Using Filters
You can use filters in a worklist to only show those data records that fulfill the search criteria you define in the filter
row.
To filter the data in the worklist, you can follow the following steps:
1.
To define a filter using the filter row, in the toolbar above the list, choose the filter icon with the Show Filter
Row tool tip. The filter row is displayed as the first row in the list.
2.
Define the appropriate filter criteria the in the relevant columns. Use the appropriate filter operators.
3.
To apply the filter or filters to the list, press Enter or choose the filter icon at the beginning of the filter
row with the Apply Filter tool tip.
The system searches across all available data records that are available in the worklist.
4.
To delete specific filters, delete the filter criteria for the column in the filter row and press Enter or choose
the filter icon at the beginning of the filter row with the Filter Button tool tip.
5.
To hide the filter row and thereby delete all filters in it, in the toolbar above the list, choose the filter icon with
the Delete Filter and Close Filter Row tool tip.
For more information about the available filter operators, see here [page 74].
To get the filter results more quickly in a worklist, we recommend using the advanced search function.
Using Basic Search

To perform a basic search, enter a value, for example, an ID or description, in the search input field. The system
searches the main fields for data that matches the value you entered. The search is case-independent, and you can
use wildcard characters (such as an asterisk or question mark) in your search.
We recommend that you use the basic search.
Using Advanced Search

You can use the advance search to specify your search in detail.
72

General Features
To open the advanced search, click Advanced next to the search input field. Enter the value in the relevant advanced
search input field(s). The advanced search fields vary according to document type or task.
To define a single field in more detail, or to enter multiple search values per field, you can use more options. More
options are available to the right of the advanced search field by clicking the icon with the More Options tool tip.
Using More Options, you can use the following operators to define your search further:
Equal To
Contains Pattern
Greater Than
Greater Than or Equal To
Less Than
Less Than or Equal To
Between
You can also exclude values based on the same operators.

If you use certain search criteria frequently, you can save your search variant as a query. To save your
search criteria as a variant, enter your search criteria, perform the search, and then click Save (Query) ,
and enter a query name. By clicking Organize (Queries) , you can either organize your personal queries or
delete them.
5.20.2 Enterprise Search

Enterprise Search allows you to search through the entire SAP solution.
Basic Search
Using the basic search, you can search for a term without specifying any details. You can search in all categories or
you specify a specific category.
1.
Click the Enterprise Search icon in the Taskbar.
2.
Narrow down your search to a specific category by selecting the category in the dropdown list. If you want to
search through the entire system, select All Categories.
3.
Enter your search terms then click Go or press Enter .

Search results are presented in the Search window.
You can use the asterisk (*) symbol to perform a wildcard search.
For example, searching *ell* returns terms such as well and hello.
4.
Click the link of the item you want to view.
Advanced Search
Advanced Enterprise Search is available in the Search window that results from performing a basic Enterprise Search.
1.
Click Advanced in the Search window.
2.
Narrow down your search to a specific category by selecting the category in the dropdown list. If you want to
search through the entire system, select All Categories.

General Features
73
3.
4.
Enter additional values in the input fields to narrow your search results. Note that the input fields available in
your search pane might vary depending on your application.
The table below shows how each field will affect your search:
Field Name
Search Effect
Changed On: ... To:
Displays items edited between the specified dates.
Owner
Displays items that belong to the specified owner.
ID:
Displays items with the specified ID, for example, message ID or employee ID.
Description:
Displays items that match the specified item description.
Tag Name:
Displays items tagged with the specified name.
Click Go or press Enter to initiate the search.

The solution returns a list of items based on your search criteria.
5.
Click Reset to clear your search criteria.
5.20.3 Filter Operators

Available Filter Operators
The search syntax supports the following operators:
Filter Criteria
Operator
Display only those result records that contain the value *

[comparison value]
Example
Result Examples Not Found
*2*
2
123
999 123 999
111
Display only those result records that start with

[comparison value]
No operator or = 123
= 123
123
123 ABC
123ABC
ABC123
ABC 123
Display only those result records that contain a value

that is greater than [comparison value]
>
> 123.00
123.01
124.00
54684884.89
2.00
123.00
-124.00

that is less than [comparison value]
<
< 123.00
122.90
-123.00
123.00

that is either greater than or equal to [comparison
value]
>=
>= 123.00
123.00
123.01
>= 123.00
Display only those result records that contain a value <=

that is either less than or equal to [comparison value]
<= 123.00
123.00
122.99
-124.00
<= 123.01
Display only those result records that contain any

value, but not [comparison value]
! 123.00
122.00
123.01
124.00
123.00
100.00 123.00
100.00
110.77
123.00
99.99
123.01
-110.00
Display only those result records that contain any value between [lower limit] and [upper limit] (including these
limit values)
74

General Features
Filter Criteria
Operator
Example
Result Examples Not Found
Display only those result records that contain any value ! and below [lower limit] or above [upper limit], but no value
in between (and also not the limit values)
! 100.00 123.00 99.99

123.01
-110.00
100.00
110.77
123.00
Display only those result records that fulfill at least one ;

of the filter criteria
A*; X
XA
XA
X ABCD
X A BCD
A
A BCD
ABCD
X
If you want to use a character string as a filter and this character string contains one of the special characters
listed above (such as C-1025), you need to place the entire character string in quotation marks ("C-1025",
for example).
You want to identify all data records in the current column that end with ouse, such as House and Mouse.
To do this, you enter *ouse as the comparison value.
Filter Operators for Checkboxes

For worklists that contain checkboxes, the following operators are available:
Filter Criteria
Operator
Display only those result records for which the checkbox is selected
yes
Display only those result records for which the checkbox is not selected
no
5.21 Library
The Library allows you to store documents, pictures, or other files directly in the solution. Here you can view, edit,
or delete files.
You can also easily share files with your colleagues to collaborate with them. Version tracking and exclusive editing
rights using a check in/check out policy ensure that the files are always up to date, and searching and linking functions
allow you to easily find and share your files with colleagues.
Tasks
Add a Document
1.
From the Library, choose

Actions Add .
The Add Document window appears.
2.
Browse to the file location.

If necessary, change the automatically populated Title.
3.
Select Enable Versioning if you want to track the history of the document.

General Features
75
When versioning is enabled, a major revision is represented by an increase of the first digit in the version
number of the document. Within a major version of a document, there can be several minor versions,
which are represented by the second digit in the version number.
4.
Save your entries.

You can also add a document by choosing the Add Document option from the toolbar.
Display a Document
From the Library, rest your cursor on the title of the document.
The information regarding the document is displayed.
Choose the title from the list or in the window.
The Document details window opens.
In the Header View, you have an overview of the properties of the document.
Overview gives you an overview of the recent updates of the documents as well as a table with version
information.
Feed provides you with information regarding the latest feed updates.
Versions provides an overview of the versions of the document.
Edit a Document
1.
From the Library, highlight the document you want to edit.
2.
Actions Check Out .

Choose
You can now open, edit, and save the document.
3.
After editing, upload a new version of the document by choosing

updated file.
Actions Check In
and browsing to the
Search for a Document

1.
From the Library, choose the Show Filter icon.
2.
Select your parameters in the lists displayed, or enter your search terms.
The system displays the documents matching your criteria.
3.
Choose Advanced for advanced search options.
5.22 Using the SAP Add-In for Microsoft Excel

Overview
The SAP Add-In for Microsoft Excel provides the integration of Microsoft Excel with an SAP system. Depending on
where you open the add-in for Microsoft Excel, different functions are available.
You can use the SAP Add-In for Microsoft Excel for the following purposes:
76
To create business data (administrators only)
To analyze report data

General Features
Prerequisites
To use Microsoft Excel with your solution, ensure that the Add-In for Microsoft Excel is correctly installed, as follows:
1.
Choose Download, then download the Add-In for Microsoft Excel.
2.
Run the installation and setup wizards that appear.
3.
Open Microsoft Excel, then ensure that the add-in is active. If needed, consult the documentation in Microsoft
Excel 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 the
documentation in your Web browser for additional information.
Using Microsoft Excel to Create Business Data (Administrators)

Administrators can use the SAP Add-In for Microsoft Excel to create objects, such as an account or a lead, by entering
them in a predefined Microsoft Excel template and uploading them to the SAP system.
For more information about the application-specific business data, see Create Business Data Using Microsoft Excel.
If you can log on to the SAP system in a Web browser as normal, but cannot log on to the system from the
Add-In for Microsoft Excel, ask your administrator to check your proxy server settings to ensure that the
connection to the system is not blocked.
Using Microsoft Excel to Analyze Report and Plan Data

You can use the SAP Add-In for Microsoft Excel to execute ad hoc analyses, create plan data, and define sales targets.
Note that the functions available to you depend on your role.
For more information about using Microsoft Excel for the specific purposes listed below, see the following:
Sales Users
Working with Reports in Microsoft Excel
Working with Sales Planning Data [page 174]
Administrators
Design Reports Quick Guide
Sales Planning [page 154]

General Features
77
6 Marketing Features
6.1 SAP Cloud for Marketing: Solution Overview
Marketing Funds
Marketing funds translate the annual planning and budgeting into available funds, closely track the budgets
during the year, and shift funds to support unplanned activities and react to market conditions. Marketing
funds can be used to assign and track both marketing budgets planned for and the actual marketing spending,
efficiently managing the funds across all the product lines, customer segments, channel partners, and
marketing mediums.
Marketing funds track the following:
Marketing budget: an estimated projection of costs required to promote a business' products or services
that will typically include all promotional costs, including marketing communications
78
Marketing spend: an organizations expenditure on their marketing activities which typically includes
advertising and non-price promotions
Campaigns
A campaign is a plan of action that comprises measures necessary to execute and monitor marketing activities
intended to reach a defined goal. Campaigns cover all measures within the campaign management process,
such as channel determination, assignment of forms and target groups, campaign execution and response
tracking. Campaigns can be used for different business cases, such as customer acquisition and retention,
product launches, and seasonal sales. Marketing activities can be E-mail, Letter, or Fax Activity objects. They
can also be generated leads, the creation and sending of personalized mail that is addressed to members of
the target group, or any other marketing-related activities that are addressed to the members of the target
group.
A campaign is made up of the following components:
Information that applies to the entire campaign
Information that is relevant for the campaign execution, such as execution parameters and references
to the generated marketing activities
Information about responses collected for the campaign
Target Group
A target group is a list of business partners, such as customers, prospects, or contact persons, categorized
according to specific criteria such as geographical locations or common interests. This list can be used in
campaigns, for example, to promote products or services. Target groups are used to define subsets of
customers or prospects to be addressed in a campaign to target the right customers or prospects for each
campaign. Target groups are created with members from existing customers and prospect database, or from
service tickets, if service features are enabled for your solution.
The target group business object is used in marketing projects where all members of a target group are
addressed within the same project, such as a campaign or a direct mailing. The members of a target group

Marketing Features
can be customers, prospects, or contacts. Their number can vary within each target group. A target group
contains the following components:
Information that applies to the entire target group
Information about the members of the target group
E-Mail Execution
With the campaign type Direct E-Mail you can send personalized HTML e-mail messages in marketing
campaigns directly from the SAP Cloud for Customer system while the campaign is executed. Each account
or contact of the assigned target group will receive a personalized e-mail messages if he or she is allowed to
be contacted and has a valid e-mail address.
Lead Generation
Create leads in order to record raw data that is derived from campaigns, trade shows, and other marketing
activities. You can also edit leads, and convert leads to follow-on items, such as opportunities or accounts
and contacts, to drive sales activity.
6.2 Campaigns
To create and execute an e-mail campaign, you need a target group and an e-mail template defined in the
Marketing work center. There are the following ways to create a target group:
You export a report and add to a target group.
You can add members such as contacts, individual customers, existing target groups or accounts, to the new
target group.
You can import a CSV file.
To create an e-mail template, you need an HTML file that is editable. In the Content view under Marketing, you can
create an e-mail template, upload the HTML document and add placeholders, edit content, insert external surveys,
and so on.
For more detailed information on creating e-mail templates, see E-Mail Templates.
To execute a phone type or letter campaign where you can download the target group file based on a file format, you
need a target group and a campaign file format defined in the Campaign File Export view in the Marketing work center.
With the Export List action in Build tab of a campaign, you can export the file to a particular campaign file format you
selected. This file can be handed over to your telemarketing team or to an outside agency for creating leads or
nurturing existing leads.
If your system is set up to support it and your system administrator enabled the Enhanced Marketing
Functionalities in scoping, you can create campaigns with multiple steps where you can define automated actions
based on a trigger from the prospect/contact/customer in regards to a campaign
Business Background
Prerequisites
To use all features of SAP Cloud for Marketing solution your administrator has enabled the Enhanced Marketing
Functionalities option in business configuration. This includes:
Multi-step campaigns
Handling of soft bounces
Customer satisfaction surveys

Marketing Features
79
Additional actions and triggers in campaign execution
Notifications that will appear, for example, when an e-mail bounce happen
Editor for editing e-mail templates in the system
Features that are related to this scoping option are introduced with the sentence If your system is set up to support
it....
Access control based on sales organization

If you want to restrict the access to the campaigns you can do this by granting a user the access to campaigns that
are assigned to a specific sales organization.
Though if a sales organization is assigned to a campaign and the user has no authorization to see or edit campaigns
for this sales organization, this campaign is not visible in list.
But if the sales organization has been changed in a campaign, the old assignment is still valid for one day. That means:
If you have the rights to access the campaign, you can assign any sales organization, even you have no rights for this
sales organization. For current day, you can still access the campaign. Next day, the normal check is applied as
described. Also after this period you can't access the campaign from other screens and work centers, such as from
the Campaigns tab in the Accounts master data.
Marketing Permissions
It is the responsibility of your organization to comply with national legislation regarding data protection
and the provision of marketing materials. Therefore, administrators must configure the solution for each
country in which, or each customer with whom, your organization intends to conduct marketing activities
and, to the extent legally required, make use of the option to store documents such as opt-ins or opt-outs.
Using marketing permissions, you can control the information and advertisements that are offered directly to your
customers via e-mail, fax or phone calls. You can find the Marketing Permissions tab in the master data for contacts,
individual customers, and leads.
For more information, see Marketing Permissions.
Approval Processes
You can enhance the campaign activation with a multi-step approval process, where approval is necessary before
the campaign can be activated. An example of a two-step approval could be the following: In the first step you can
define that the approval depends on the execution type and you have several approvers who can approve. Then in
a second step the approval gets also relevant when the target group exceeds a given limit and the line manager of
the employee must give the approval too. If the defined execution type is assigned to a campaign and also the
assigned target group exceeds the defined limit, the approvers of both steps need to approve, before the campaign
activation can be triggered. The approval functionality can also be used as a simple single-step approval.
For more information, see Enabling Approval Processes.
Multistep Campaigns Based on Triggers and Actions

If your system is set up to support it you create multistep campaign on the Built tab with defining the different
marketing steps. There you can combine the following triggers and actions. The unavailable triggers are greyed out
automatically:
80
Triggers are the starting point where the system shall trigger a reaction:
Submitted Form: Here you can specify a reaction in case the addressee submitted a form back to your
company.

Marketing Features
E-Mail Interaction: Here you can specify a reaction in case the addressee opened or replied to an e-mail
and on the other hand side in case the addressee didn't open or reply during a certain time frame.
Clicked Link: Here the e-mail template and the hyperlink of the e-mail on which you want to react when
the addressee clicks this hyperlink in the sent out e-mail or doesn't click within a certain time frame.
Actions are follow-up activities for a specified trigger in the campaign:
Send E-Mail: Sends e-mails directly out of the system with the selected e-mail template to the addressees
that fit to the pre-set triggers.
Create Lead: Creates leads with a pre-set status assigned either to the selected employee directly or
determined by lead routing rules.
Notify: Creates a notification that triggers the selected employee.
Assign Activity: Creates either e-mail or phone call activities with a specified subject and note that will
assigned to the account manager or employee.
Export List: Creates a campaign where you get a file with the required data to handle the campaign
externally. And according to the selection of the Channel (E-Mail, Fax, Letter or Phone) and Format you
will get the applicable contact data of your selected target group. You will find the file on the
Attachments tab.
Communication Channels and Categories

Communication Categories are used to:
Define limits on how often your customers can be contacted for each category within a certain period of time.
Maintain for each contact and individual account on the Marketing Permissions tab in the master data whether
or not the customer subscribed the communication category.
Categorize the e-mail templates on the Content view.
The combination of the subscription for each category in the master data and the assignment to the e-mail template
the system determines whether the customer gets the e-mail.
Communication Channel such as e-mail, fax, and telephone, are used in the marketing permissions to maintain the
legal requirements for the required countries in your company on the one hand side and on the other side you can
also maintain for each contact and individual account on the Marketing Permissions tab in the master data whether
or not the customer has given the consent to get contacted by fax, e-mail or telephone in general.
So it can happen that although the customer subscribed for a specific communication category it can be prohibited
by the communication channel for this customer or the permission settings for the corresponding country in business
configuration.
For more information, see Configuring Marketing Permissions.
Target Group Members in the Export File

Only target group members who meet the following criteria are added to the export file:
Member can be contacted (contact permission has not been denied)
Member status is not obsolete or blocked
Member's address information is available. For example, if you launch an e-mail campaign, all exported target
group members must have an e-mail address in their contact information.
E-Mail Templates in the System and HTML E-Mail Template Files
To use e-mail templates in the system you have to create the HTML e-mail template file locally on your machine
and then create the e-mail template in the Content view of the Marketing work center.

Marketing Features
81
If your system is set up to support it, you can enable paragraphs for editing with the <div> tag<div
class="editable"> in the HTML files for the e-mail templates. After the upload in the system you can edit
these paragraphs on the Design tab. All other parts of the e-mail template are disabled for editing.
With the e-mail templates in the system you define also the sender's name and e-mail address for this
template.
The system uploads the template and checks the HTML code for viruses, HTML syntax, code page, and the
used placeholders. In case of any errors, the system does not upload the file. Though if the system doesn't
upload the file but shows error messages, you have to correct the file content by a 3rd party software and
upload the corrected file again.
Tasks
Creating Target Groups
For more information, see here [page 89].
Creating E-Mail Templates Including Surveys in the E-Mail

To make e-mail templates and satisfaction surveys available for marketing campaigns you must upload or create in
the Content view of the Marketing work center.
Note that satisfaction surveys for external use are only available, if your system is set up to support it.
Creating an HTML E-Mail Template Offline

Create an E-Mail Template in the System

a.
To upload an e-mail template choose
b.
Enter the required data such as a name, communication category, and the senders name and e-mail
address.
c.
Click Save and Open.
d.
On the Details tab under Languages click Add to add a template.
e.
Choose the language of the template and enter a subject.
Marketing
Content
and click
New
E-Mail Template .
You can assign one e-mail template for each language. During the campaign execution, the
communication language of the target group member (depending on the type of the member, the
data is derived from the communication data of the corporate account, the person data of the
private account or the person data of the corporate account's contact person) is taken in order
to use the corresponding e-mail template. For example, an account has the communication
language German and so the German e-mail template is used to create the e-mail. In case no
communication language is selected, the default e-mail template is used. Also some place holders
such as title and form of address are taken language-dependent.
f.
Then click Upload to select the template from your local machine and click Add to finish the upload.
To add more languages click Add and New.
g.
If your system is set up to support it, you can edit on the Design tab the template in the system assumed
you enabled the paragraphs you want to change with the tag <div class="editable">.
During the editing it can happen that the place holders are loosing their highlighting and their
function as placeholders. If you observe it press immidiatly CTRL plus Z . The highlighting
comes back and you can proceed with your editing.
82

Marketing Features
h.
If your system is set up to support it, you can also insert satisfaction survey links to the e-mail template
during the editing.
i.
Save your changes and to activate the template choose
Actions
Acitvate .
As soon as the activated template is assigned to a campaign you can't change the template.
Sending Test E-Mail

To test your e-mail template, click
Actions Send Test E-Mail , enter at least the e-mail address of the
recipient, for example, your own e-mail address, and click OK . For each language, exactly one test e-mail
will be created and sent. If you use placeholders in the e-mail template, you can enter an account and a contact
person. In this case, the placeholders in the e-mail will be filled with the corresponding values of the account
and contact person.
Note that the system can only confirm that the e-mail has been sent but not that it has been received by the
sender.
Create a Satisfaction Survey

Marketing Content and click
To create a satisfaction survey choose
For more information on how to create a survey, see Surveys [page 122].
New
Survey .
In the Content view you can create satisfaction surveys only.
Creating Campaigns
1.
Choose
Marketing
Campaigns
New .
You can also create a campaign directly from a target group by choosing
Actions
New
Campaign . The target group from which you created the campaign is assigned automatically.
2.
Then enter a name and click Save and Open .
3.
On the Details tab you can enter a description, select a channel, and a sales organization.
In case you create an e-mail campaign you can also let the system assign a task to the account owners in case
there are e-mail bounces where the account owner should follow-up to update the master data.
4.
Under Schedule enter the dates when the campaign shall start or schedule it immediately.
To finish a campaign you have to set it manually to Finished by choosing
Actions
Set as
Finished .
5.
6.
On the Build tab you model the whole campaign flow with triggers and actions:
1.
Click on the plus sign after Target Group to select a target group, then add an action, for example, Send
e-mail, and select an e-mail template.
2.
Then select a trigger and add action as well.
Save your entries.

The campaign is created with status Planned.
Executing a Campaign
If your campaign needs approval based on any of the conditions defined in the approval process, under actions
Submit for Approval will be visible. Once the approval is received, your campaign status will automatically be updated
to Approved. You can execute the campaign by choosing Activate under Actions. If a campaign doesnt need approval,
Submit for Approval will not be visible and you can activate the campaign by choosing

Marketing Features
Activate
Actions .
83
Once the campaign is activated, you will see whether the campaign has been executed successfully on the Details
tab.
To set the campaign to complete, you need to select Finished under Actions of a campaign.
Once the campaign is executed, and if its an e-mail campaign, you can see the e-mail metrics and campaign
performance on the Results tab.
Within e-mail metrics, you can see various metrics per e-mail, for example, sent, hard bounced, soft bounced, no
contacted, delivered, replied, opened, clicked, and unsubscribed. Please see below under Handling E-Mail
Campaigns the definitions of hard bounce, soft bounce, and unsubscribe.
Handling E-Mail Campaigns

With e-mail campaigns you can send personalized HTML e-mail messages in marketing campaigns directly from the
SAP Cloud for Customer system while the campaign is activated. Each account or contact of the assigned target
group will receive a personalized e-mail messages if he or she is allowed to be contacted and has a valid e-mail
address. The activation can be scheduled to be started immediately or in the future at a certain date and time. To
personalize the e-mail you should create an e-mail template that contains the mail content and placeholders, such
as the formatted name of the account or contact. These placeholders will be filled with the information of the
contacted account or contact while the e-mail is sent.
On the Details tab you see the key figures and you can track whether or not the customer opens the e-mail message
on his or her computer.
84
Handling Bounces and Unsubscribe

If your system is set up to support it, the account responsible is triggered with a task to check the master
data.
Hard Bounces
A hard bounce is an e-mail that technically could not be delivered, for example, because of an invalid email address. though, if such an hard bounce happens the status of campaign's outbound tracking record
will be updated and the appropriate reason, for example, Delivery Failed or E-Mail Address not correct,
is set.
If the reason E-Mail address not correct has been set, the flag E-Mail Invalid is set in the corresponding
contact. This is to avoid that the invalid or incorrect e-mail address is used in future campaign activations.
You can find this information also in the Not Contacted list on the Execution Details tab of the campaign.
Soft Bounces
A soft bounce is an e-mail that could not be delivered, for example, because the recipients inbox is full,
server is temporarily unavailable, our maybe even because the recipient has an auto reply such as an
out-of-office reply or about having left the company. If your system is set up to support it and if you have
maintained the key words in business configuration for soft bounces, you will find the tracking in your
campaign on the Execution Details tab in the Not Contacted list as Soft Bounce: Temporary not available;
try again later..
Prerequisite:
You have maintained the key words for each language in the Enhanced Campaign Execution fine-tune
activity in the Business Configuration work center accordingly.
Unsubscribe
The recipient of the campaign e-mail can unsubscribe by sending back a pre-configured e-mail to a
certain e-mail address. In future this recipient will not get any campaign e-mail and his or her marketing
permission for e-mail is updated in the master data as Opt-Out for the communication channel E-Mail.
For subscribing again, go to the Marketing Permission tab of the Contact, Individual Customer or lead,
and set the E-Mail channel back to Opt-In. For more information, see Marketing Permission.
Troubleshooting

Marketing Features
Why does the execution status of the campaign remain in Scheduled or Running although the planned
start date and time has been reached?
Once the campaign is started, the status will be updated by the system automatically. But there can be
different reasons why this status update does not happen:
Due to high workload on the server, the campaign cannot be started at the planned start date and
time. It will be started once the system has again free resources.
The campaign has been started but it failed. One reason, for example, can be a server shutdown.
Once a day, the status of the campaign is corrected automatically. This means the next day you
should see that the status has been changed to Failed.
What to do if a campaign failed?

Restart the failed campaign again.
Why did the activation of the campaign end with status Finished with Errors?
The campaign has been started successfully, but it could not create and send all personalized e-mail.
Therefore it set the status of the campaign to Finished with Errors. One reason could be that the campaign
execution was scheduled for a future date and time but the campaign was locked by another user at this
date and time.
You can click on the hyperlink of the execution status and open an application log with detailed messages.
Analyze the messages and restart the failed campaign again.
The campaign activation has been Finished Successfully. On the tab Execution Details the list
Contacted shows all successfully contacted members of the target group. After some minutes or hours
a successfully contacted member vanished.
The system has created and sent a personalized e-mail to the mailbox of this member. But this mailbox
does not exist. The mail server received a so-called Delivery Status Notification.
This notification is processed automatically and updated the campaign information of the Contacted list.
The member has been moved to the list Not Contacted and a corresponding reason has been set.
In addition, the indicator E-Mail Invalid has been set for the e-mail address of this member. You can see
this indicator in the corresponding account or contact person master data. Here you can correct the email address and remove this indicator again. In a future campaign, this e-mail address would be used
again and the campaign activation will send a personalized e-mail to this mailbox.
If the indicator is not removed, a future campaign would filter out this e-mail address. It would appear in
the Not Contacted list with a corresponding reason.
Defining Response Options for Campaigns

If you want to classify responses that you capture from campaigns, a marketing administrator can create response
options that can be assigned to campaigns. A response option can be assigned a positive, negative, or neutral
classification, for example to capture customers' sentiment or interest.
1.
Choose
Marketing
Response Options
New .
The Response Options view is personalized hidden.
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
activated.
The response options are mainly used for giving any semantics to activities that are related to a campaign. If you
defined a standard response option for a campaign this option will be preset in the activity when you enter the related
campaign but you can also change the option again to another value.

Marketing Features
85
Creating Marketing Funds for Campaigns

1.
Choose
2.
Enter a description for the fund, choose type from the dropdown list, the amount and currency, the start and
end dates, and finally associate a campaign with it. Then save your entries. A fund is created and associated
with a campaign with status Active. This displays in your marketing funds list.
3.
Enter any additional information you want to save for the new fund. For example, you can add attachments.
Marketing
Marketing Funds
New
Follow-up Actions
Capture Responses to a Campaign

After you have activated a campaign, you can capture responses from the target group members.
To do so, open the campaign and go to the Execution Details tab. There you can capture the responses for
each account under Actions.
Monitor Your Campaign

On the Results tab you can monitor your campaign and find the response numbers and e-mail metrics.
6.3 Executing Direct E-Mail Campaigns

With the campaign type Direct E-Mail you can send personalized HTML e-mail messages in marketing campaigns
directly from the SAP Cloud for Customer system while the campaign is executed. Each account or contact of the
assigned target group will receive a personalized e-mail messages if he or she is allowed to be contacted and has a
valid e-mail address. The execution can be scheduled to be started immediately or in the future at a certain date and
time. For this personalization, HTML e-mail templates are used. A template contains the mail content and
placeholders, such as the formatted name of the account or contact. These placeholders will be filled with the
information of the contacted account or contact while the e-mail is created and before it is sent.
On the Overview tab you see the key figures and you can track whether or not the customer opens the e-mail message
on his or her computer.
Prerequisites
Direct e-mail campaigns are enabled in the system.
Tasks
Creating an E-Mail Template
Creating and Executing a Direct E-Mail Campaign

1.
Choose
Marketing
Campaigns
New .
You can also create a campaign directly from a target group by choosing
Actions
New
Campaign . The target group from which you created the campaign is assigned automatically.
86

Marketing Features
2.
Enter the name and type Direct E-Mail, the start and end dates, the target group you want to assign to the
campaign, an e-mail subject, and add the template and then save your entries.
Please take care to have addressable target group members for e-mail campaigns. Which means
especially for contacts that they are added as contacts and not as accounts. Otherwise their e-mail
address is not found.
The language for the first template is pre-set with your logon language but you can change this after the
upload.
The campaign is created with status Planned.
3.
Enter any additional information that is required for your campaign, such as the sender's e-mail address and
save again.
Please take care that your domain is entered in the Active Mass E-Mail fine-tune activity.
4.
You can now execute the campaign by clicking

The Schedule Execution pop-up opens.
5.
Here you can either enter a date and time for the future execution in case you do not want to send out the emails immediately, or you can start the campaign immediately and the system triggers the sending of the emails.
6.
Then click OK .
The status of the campaign changes to Active and, on the Overview tab, you can see the execution status.
You can obtain the most current execution status by clicking on the refresh icon in the status line. This might
be helpful in case you want to check if the campaign is running or even finished in case of an immediate
execution.
Actions
Execute .
If a campaign execution has the status Finished with Errors or Failed, it can be restarted. This means
you can schedule it again. If a restarted campaign is executed, it will send e-mail only to those accounts
that have not been processed before. Accounts that have been processed during a previous execution
and that cannot be contacted, for example, because they have no e-mail address, will not be processed
again. The campaign has already created a tracking record for such accounts and they will be shown
in campaign on the Execution Details tab where the Members Not Contacted are listed.
If a campaign execution has the status Finished with Errors or Failed, you can click on the hyperlink of
this status in order to open the application log in a separate window. It contains detailed messages
explaining the reason why the execution was not successful.
Monitoring the Campaign

After you executed the campaign you can monitor the e-mail penetration on the Overview tab:
Under the Response Results you see, how effective your campaign was by the numbers of activities, followup leads, opportunities or quotes.
Under E-Mail Metrics you find the numbers about the send-out messages, such as how many messages are
sent, opened, and how many links are clicked.
After you execute a campaign the reaction for all accounts and contacts is tracked and is shown on the
Marketing Interaction tab of the corresponding account or contact.
Handling Bounces and Unsubscribe
Hard Bounces

Marketing Features
87
A hard bounce is an e-mail that technically could not be delivered, for example, because of an invalid e-mail
address. though, if such an hard bounce happens the status of campaign's outbound tracking record will be
updated and the appropriate reason, for example, Delivery Failed or E-Mail Address not correct, is set.
If the reason E-Mail address not correct has been set, the flag E-Mail Invalid is set in the corresponding contact.
This is to avoid that the invalid or incorrect e-mail address is used in future campaign executions. You can
find this information also in the Not Contacted list on the Execution Details tab of the campaign.
Soft Bounces
A soft bounce is an e-mail that could not be delivered, for example, because the recipients inbox is full, server
is temporarily unavailable, our maybe even because the recipient has an auto reply such as an out-of-office
reply or about having left the company. If you have maintained the key words in business configuration for
soft bounces, you will find the tracking in your campaign on the Execution Details tab in the Not Contacted list
as Soft Bounce: Temporary not available; try again later.
Unsubscribe
The recipient of the campaign e-mail can unsubscribe by sending back a pre-configured e-mail to a certain
e-mail address. In future this recipient will not get any campaign e-mail and his or her marketing permission
for e-mail is updated in the master data as Opt-Out for the communication channel E-Mail.
To subscribe anew, go to the Marketing Permissions tab of the Contact, Individual Customer or Lead, and set
the E-Mail channel back to Opt-In. For more information, see Marketing Permissions.
Sending Test E-mail

Actions Send Test E-Mail , enter at least the e-mail address of the recipient, for
To test your campaign, click
example, your own e-mail address, and click OK . For each template assigned to the campaign, exactly one test email will be created and sent. If you use placeholders in the e-mail template, you can enter an account and a contact
person. In this case, the placeholders in the e-mail will be filled with the corresponding values of the account and
contact person.
Note that the system can only confirm that the e-mail has been sent but not that it has been received by the sender.
Adding E-mail Templates for Additional Languages

1.
To add an additional template, go to the E-Mail Templates tab and click Add .
2.
Select a language suitable to the template you want to upload, enter an e-mail subject in the corresponding
language and click Browse .
3.
Select the prepared e-mail template from your hard drive and click Open and then OK .
The system uploads the template and checks the HTML code for viruses, HTML syntax, code page, and the
used placeholders. In case of any errors, the system does not upload the file.
4.
Save your campaign.

You can assign several e-mail templates to your campaign, but only one for each language. During the
campaign execution, the communication language of the target group member (depending on the type of the
member, the data is derived from the communication data of the corporate account, the person data of the
private account or the person data of the corporate account's contact person) is taken in order to use the
corresponding e-mail template. For example, an account has the communication language German and so
the German e-mail template is used to create the e-mail. In case no communication language is selected, the
default e-mail template is used. Also some place holders such as title and form of address are taken languagedependent.
Troubleshooting
88
I want to upload an e-mail template but got error messages.

Marketing Features
The uploaded file is checked for viruses, HTML syntax, code page, and the used placeholders. In case of any
errors, the system does not upload the file but shows error messages. You have to correct the file content by
a 3rd party software and upload the corrected file again.
Why does the execution status of the campaign remain in Scheduled or Running although the planned start
date and time has been reached?
Once the campaign is started, the status will be updated by the system automatically. But there can be
different reasons why this status update does not happen:
Due to high workload on the server, the campaign cannot be started at the planned start date and time.
It will be started once the system has again free resources.
The campaign has been started but it failed. One reason, for example, can be a server shutdown. Once
a day, the status of the campaign is corrected automatically. This means the next day you should see
that the status has been changed to Failed.
What to do if a campaign failed?

Restart the failed campaign again.
Why did the execution of the campaign end with status Finished with Errors?
The campaign has been started successfully, but it could not create and send all personalized e-mail.
Therefore it set the status of the campaign to Finished with Errors. One reason could be that the campaign
execution was scheduled for a future date and time but the campaign was locked by another user at this date
and time.
You can click on the hyperlink of the execution status and open an application log with detailed messages.
Analyze the messages and restart the failed campaign again.
The campaign execution has been Finished Successfully. On the tab Execution Details the list Contacted
shows all successfully contacted members of the target group. After some minutes or hours a successfully
contacted member vanished.
The system has created and sent a personalized e-mail to the mailbox of this member. But this mailbox does
not exist. The mail server received a so-called Delivery Status Notification.
This notification is processed automatically and updated the campaign information of the Contacted list. The
member has been moved to the list Not Contacted and a corresponding reason has been set.
In addition, the indicator E-Mail Invalid has been set for the e-mail address of this member. You can see this
indicator in the corresponding account or contact person master data. Here you can correct the e-mail
address and remove this indicator again. In a future campaign, this e-mail address would be used again and
the campaign execution will send a personalized e-mail to this mailbox.
If the indicator is not removed, a future campaign would filter out this e-mail address. It would appear in the
Not Contacted list with a corresponding reason.
See Also
How-To Video: Managing E-Mail Campaigns
6.4 Target Groups

Target groups are used to segment your market and to target the right customers or prospects for each campaign.
You create target groups with members from your existing customer and prospect database or from tickets, if you
have service features enabled for your solution.

Marketing Features
89
You can use an e-mail blast to send mass e-mails to a target group. A subset of the campaign tracking options is
available for e-mail blasts.
To send an e-mail blast, you must first do the following:
Ensure that your administrator has set up mass e-mail in your system. For more information, see
Activation of Mass E-Mail.
Save an e-mail template on your local drive. For more information, see E-Mail Templates.
Tasks
Creating Target Groups from Marketing
1.
To create a new target group, choose
2.
Enter the target group name and save your entries.

The target group is created with status Active. You can use the active target group in your marketing
campaigns.
Marketing
Target Groups
New .
If you do not want the target group to be used immediately in campaigns, you can change the status
from the Actions menu.
Creating Target Groups from Tickets

1.
To create a new target group from tickets, choose either

Service
Tickets
Customer Service
Queue
or
Customer
2.
Choose the tickets you want to use to create the group.
3.
Choose
4.
Enter the target group name and save your entries.

The target group is created with status Active. You can use the active target group to e-mail customers that
have an e-mail address in their account.
Actions
Create Target Group .
If you do not want the target group to be used immediately in campaigns, you can change the status
from the Actions menu.
Editing Target Group Members

1.
To add members to the target group, open the target group and choose
2.
Enter individual accounts and contacts or select from many accounts and contacts and then choose OK.
The members are added to the target group.
Members
New .
You can only add individual accounts and contacts according to the general access rights valid for
individual accounts and contacts.
3.
To remove members, select the members in the list, click the actions icon, and then choose Remove Selected
Members.
4.
To check whether target group members have contact information, select a member from the list, click the
actions icon, and then choose Check Contact Info.
5.
Select the type of contact information you want to check and then choose OK.
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Marketing Features
The Addressability status for the target group member changes depending on whether the selected contact
information exists.
6.
To export the target group member list to a Microsoft Excel file, click the actions icon and then choose Export
to Microsoft Excel .
Uploading Target Group Using CSV File

You can upload a target group into the system using a CSV file. The only prerequisite is that the internal customer
and contact IDs are already in the system.
1.
To upload a target group in your system you need to create a CSV file using the following pattern:
CUSTOMER_INTERNAL_ID;CONTACT_PERSON_INTERNAL_ID;CUSTOMER_FORMATTED_NAME;CONTACT_P
ERSON_FORMATTED_NAME;
<internal ID of the customer>;<internal ID of the contact>;<formatted name of the
customer>;<formatted name of the contact>;
The fields CUSTOMER_FORMATTED_NAME and CONTACT_PERSON_FORMATTED_NAME are only for a better
usability of the table but aren't required for the upload.
2.
Now create a new target group or open the target group that you want to enhance with members and choose
Members.
3.
Then click
4.
Click Select File, select the file from your local machine, and click Upload.
5.
Save your changes.
Actions
Upload from File .
6.5 Leads
Under Marketing Leads , you can create leads to record raw data that is derived from campaigns, trade shows,
and other marketing activities. You can also edit leads, and convert leads to follow-on items such as opportunities,
or accounts and contacts to drive sales activity. To this end, you can also perform the following optional actions:
Specify the source and campaign of your leads
Classify leads according to a particular interest
Qualify leads by applicable levels for example, as cold, warm, or hot
Track and analyze the success of your leads over a specified time frame
Add products to leads
Tasks
Creating Leads
1.
Choose
2.
Enter the pertinent information about the lead.
3.
Save your entries.
Marketing
Leads
New .
Using Existing Accounts to Create Leads

1.
Choose
Marketing

Marketing Features
Leads
New .
91
2.
Select Use Existing Account, provided that you have personalized the solution to make this option visible.
3.
Enter the name of the lead.
4.
Specify the existing account to be used.
5.
Specify the source.
6.
Save your entries.

Leads that are created with this option can only be converted to opportunities, because an account and contact
are already associated with them.
Using the Business Card Scanner to Create Leads

Prerequisite
Your company has purchased the necessary licenses and your administrator has made the appropriate
settings to activate the business card scanner. For more information, your administrator should see Getting
Started for SAP Cloud for Sales and Marketing Administrators, section Enable the Business Card Scanner to
Create Leads (optional).
1.
On your iPhone or with Android in the SAP Cloud for Customer app, go to Leads.
2.
Tap Actions, then choose Scan.

The phone's camera is activated.
3.
Center the business card that you'd like to scan on the screen.
The app takes a picture of the business card, which appears on the screen.
4.
Check the image. If it is clear and legible, tap Use Photo.

The app transfers the information from the business card to the appropriate fields to create the lead.
5.
Confirm or adjust the information as necessary, and save the lead by tapping Done.
The information from the business card now appears a contact under your leads.
Editing Leads
1.
Open the lead of interest.
2.
Position the cursor over the information you want to edit.

As you move the cursor over an editable field, the background changes to a different color. When you click a
field, you enter edit mode.
3.
Edit the lead as required, then save your entries.

You cannot edit leads that have been converted to follow-on items, such as opportunities.
Copying Leads
Provided that an active account is associated with a lead, proceed as follows to copy it:
1.
2.
Choose
3.
On the following screen, adjust the entries for the resultant lead, as required.
4.
Save the copied lead.
92
Actions
Copy .

Marketing Features
Assigning Owners to Leads Automatically

If your system administrator has activated lead assignment in your system, owners are automatically assigned for
new leads only. For more information about activating lead assignment, see Defining Rules for Lead Assignment.
Assigning Owners to Leads Manually

1.
Select one or more leads.
2.
Choose
Actions Route Selected Leads .
The system uses the rules defined by the system administrator to assign owners to these leads. The owner
that is assigned this way overrides any previous owner information for a lead.
Assigning Products to Leads

In the Microsoft Silverlight client, proceed as follows:
1.
Choose
2.
3.
Select the Products tab.
4.
Open the Products pane.
5.
Drag the product icon of interest from the Products pane and drop it onto the table within the Products tab.
Marketing
Leads .
In the HTML5 client, proceed as follows:

1.
Choose
2.
3.
Select the Products tab, then choose Add.
4.
Specify the product to be assigned, then choose Add .
Marketing
Leads .
Removing Products from Leads

1.
Choose
2.
3.
4.
Find the product to be removed.
5.
In the Action column corresponding to the product to remove, choose Remove.
Marketing
Leads .
Converting Leads
When you convert a lead to an opportunity, it remains in the system as a record. You can further process, as required,
any follow-on items that arise from the lead, but you cannot delete the lead once it has been converted.
To convert a lead to another item, proceed as follows:
1.
2.
On the lead details screen, choose one of the following:
3.
Actions
Convert to Sales Lead
Actions
Convert to Opportunity
Actions
Convert to Account and Contact
Edit the item that is to result from this lead, then save your entries.

Marketing Features
93
If your administrator has scoped the solution to check for potential duplicate accounts and contacts,
then select Check for Duplicates before you save the account and contact, to ensure that its information
is unique.
If the information you enter is found to resemble the information of an existing account or contact,
then the solution notifies you that potential duplicate accounts or contacts were found.
In response, the follow-on item of the converted lead appears in the Converted to column.
Editing Marketing Permissions

It is the responsibility of your organization to comply with national legislation regarding data protection
and the provision of marketing materials. Therefore, administrators must configure the solution for each
country in which, or each customer with whom, your organization intends to conduct marketing activities
and, to the extent legally required, make use of the option to store documents such as opt-ins or opt-outs.
Using marketing permissions, you can control the information and advertisements that are offered directly to your
customers via e-mail, fax or phone calls. You can find the Marketing Permissions tab in the master data for contacts,
individual customers, and leads.
For more information, see Marketing Permissions.
Deleting Activities
1.
Open the Activities tab.
2.
Within the Action column of the activity to be deleted, choose Delete.

Deleting activities from the lead removes them from the system entirely.
3.
In the dialog box that follows, confirm that you want to delete the selected activity
See Also
Sales Leads [page 113]
Opportunities [page 115]
Accounts [page 104]
6.6 VIDEO: Working with Leads

Video
Working with Leads
(4m 48s)
Find out how to create and qualify leads, and how to convert leads to other items such as opportunities to drive
sales activity.
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Marketing Features
6.7 SAP Customer Insight for Marketing

6.7.1 SAP Customer Insight for Marketing: Overview and Headline
Overview
The SAP Customer Insight for marketing provides you more control over all your marketing initiatives and keeps
track of your campaigns, leads, and allocations of your marketing spend. It helps you better manage your marketing
activities including market development, campaign management, funds management, and lead qualifications.
The marketing dashboard presents marketing executives with a unified view of all their key performance metrics for
marketing and helps them gain intelligent and actionable insights into their business. The dashboard provides
marketing executives with a visualization of how well an organization is achieving key outcomes and objectives and
optimizing performance creating an agile business to stay ahead in the market and react timely to market influences.
This is the ideal tool to ensure marketing initiatives are on track, and facilitates strategic decisions and recommends
course adjustments, such as whether the marketing organization is on track for driving demand of products
according to forecasts through higher quality leads to sales, improved customer retention, or increased market
footprint.
You can view marketing-specific tiles with key performance indicators for reports such as pipeline, forecast,
marketing funds, campaigns, marketing ROI, cost per lead, social media sentiment, and social reach, and drill down
to detailed reports. You can also view new headlines for trending metrics.
You now have the option of configuring dynamic headline tiles. That includes defining the metadata for headlines
from a predefined text model. You can choose the KPIs that you would like to monitor for strong positive and negative
deviations from pre-defined thresholds that you set. The headlines alert users to the KPIs with the highest deviations.
For information on how to set up the SAP Customer Insight for marketing dashboard, watch the video Setting Up
the Home Page and SAP Customer Insight.
Tasks
Headline Concept
The purpose of a Headline is to alert marketing executives to a strong positive or negative deviation from a predefined
threshold in a KPI
You can now use dynamic headline capabilities with the option of monitoring a list of KPIs of your choice in the adapt
mode. You can set thresholds for these KPIs based on report dimensions such as Country, Region, and Product
Category. Based on the threshold set, the analytics framework will calculate and display the strongest deviations as
headlines.
Headlines display the top three KPIs with the strongest deviations from threshold. The web UI displays ellipses
(arrows) at the corner of the headline tile, which you can click to display the next report. On the iPad, you can swipe
the headline tile to see the next report. You have the ability to define and set the threshold for each report. The
headline tile text is displayed based on deviations as well.
You have the ability to define the text for your headline that coincides with any particular deviation on any given
report. To build more meaningful texts for the headline, we provide you with a set of Tags which you can use within
your headline texts.

Marketing Features
95
For information on configuring the headline tile, see Setting Up Tiles for the Home Page and SAP Customer Insight.
Pipeline Health
This headlines report tile tracks pipeline health, and also the trending metrics and exceptions in the pipeline multiple
KPI. It further tracks the pipeline multiple KPI for exceptions in the established thresholds, and also alerts users to
the same.
Calculation
Pipeline Calculation = Sales Revenue Amount Divided by - Sales Forecast Amount
Sales Revenue
This headline report tile tracks the sales revenue KPI for exceptions, either positive or negative, in the established
thresholds; and alerts users to the same.
Calculation
Sales Revenue Amount = OPP_YEARMONTH in CURRENT Quarter + PAST 3 Quarters and
OPP_LIFECYCLE_STATUS = 4 (WON)
See Also
SAP Customer Insight for Marketing: KPI [page 96]
6.7.2 SAP Customer Insight for Marketing: KPI

About this document
KPI Templates
SAP Customer Insight for marketing has created new KPI templates for you to create a marketing-specific
dashboard. You have the option to define custom KPIs based on the templates provided. This will also enable you
to set thresholds for your report metrics.
As the KPI templates are visible in the Silverlight browser only, you have to configure them first in Silverlight,
and then view the changes on the dashboard in HTML5.
For information on how to setup KPIs, refer to: Create and Edit a KPI
Tasks
To configure a headline KPI, refer to the steps below.
How to Configure a Headline KPI

You can now use dynamic headline capabilities with the option of monitoring a list of KPIs of your choice in the adapt
mode. You can set thresholds for these KPIs based on report dimensions such as country, region, and product
category. Based on the threshold set, the analytics framework calculates and displays the strongest deviations as
headlines.
To configure a headline KPI:
Step 1: Log in to the system
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Marketing Features
1.
Log in to the Silverlight version of your SAP Cloud for Customer tenant as the administrator.
2.
Under the Business Analytics work center, choose the Design KPI option.
3.
Select a KPI which you would like to configure the headline for and click on the Edit
button.
For Headline Revenue, create the KPI by copying that specific KPI template.
4.
On the following screen, set parameters for generating a headline.
Step 2: Configuring KPI for Headline

To configure a headline, you have to set parameters in the Drill Characteristics and Rules tabs.
1.
Go to the General tab to configure a KPI. Enter all required information for the KPI based on the following
parameters:
Name name of the KPI
Description text explaining the purpose of the KPI
KPI Category displays work centers the KPI is assigned to
Current value determines the current value from the report

Sales revenue for the current quarter.
2.
3.
Value settings allows you to configure the display settings for the value to be displayed
Context report allows you to configure the displayed report when you open the KPI details
Next, go to the Values and Thresholds tab to set threshold which would be compared against the current value
to predict trends. Set the threshold based on the following parameters:
Target value defines the value to be compared with current value
Reference value defines the value to define trends
Thresholds defines limits set for measuring value
Go to the Drill Characteristics tab to drill down into a report based on certain characteristics of a report. Click
on Add Row to add the technical name for the data source behind the current value report.
This characteristic Is used for exception reporting for the headline. It will alert you if the sales revenue
in a specific region is deviating from the threshold.
4.
Now go to the Rules tab to create rules for generating a headline for a selected KPI. To add a rule, do the
following:
Click on the Add Row option.
5.
Fill in information for the displayed columns to generate a headline for the KPI
Once the headline is generated for a rule, you have the option of applying formatting tags which would be
replaced with the actual values during runtime.
Sales in <CharText> is excellent would be displayed as: Sales in US Region Midwest is excellent.
Step 3: Configuring KPI on the Headline Tile in the Homepage

1.
Log in to SAP Cloud for Customer as a Key User.

Marketing Features
97
2.
Next, launch the Homepage.
3.
Click on the gear icon to switch to the Adapt
4.
Next, select the role for which you would like to configure the headline.
mode.
If you do not see the headline in the adaptation screen, then click on the Edit
button.
5.
Choose Score Cards and add the headline score card to the role. To display this tile, choose Publish.
6.
Hover over the headline tile and click on the gear icon. This will launch a list of KPIs that have been configured
for your headlines. Click on Show to view a specific KPI.
7.
On the headline tile, you can now see the reports if the data matches the KPI drill down definitions.
8.
You will also see the navigation arrows at the bottom of the headline tile to navigate between reports. When
you click on a report headline, the corresponding KPI details screen displays.
See Also
Setting Up Tiles for the Home Page and SAP Customer Insight
6.7.3 SAP Customer Insight for Marketing: Report Tiles

About this document
You have the ability to view various formats of a report by associating it to a specific report tile. The following report
tiles are delivered out-of-box:
Tasks
Marketing ROI
Return on Marketing Investment (ROMI) is a metric used to measure the overall effectiveness of a marketing
campaign to help marketers make better decisions about allocating future investments. It is measured by comparing
revenue gains against marketing investment.
Calculation
The sum of weighted values of all 'Won' opportunities which are associated to campaigns divided by the total
marketing spend on the campaigns.
Must consider amounts for last 6 months (current month and previous 5 months).
Report and View Details

When you access the homepage for the first time, the ROI tile displays as a simple numeric tile. You will have to define
a threshold based on your business requirements to view the KPI. To do this, go to Personalize .
For details on how to personalize, refer to: Setting Up Tiles for the Homepage and SAP Customer Insight
Once this is complete, you will be able to view the gauge display tile on the homepage.
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Marketing Features
Due to limitations, the default out-of-box ROI tile has to be manually hidden. To do this, go to Personalize, and
then hide the tile.
On the iPad, the ROI tile displays only after it has been defined using KPI definition. To configure the tile display, click
the wheel icon to bring up the layout screen and choose a style to display your report tile. When you click on the tile,
the report associated with that tile displays. You have the option of choosing from a drop down list of views to display
marketing ROI drill down by:
Channel
Product Category
Region
If you choose Marketing ROI by Channel, then you can view the details of your report based on the following
categories:
Advertising
E-mail
Mobile
Web browser
On the iPad, when you drill down on any tile, the report data displays in a graph format, such as, bar or pie
chart.
Cost per Lead

This report displays how effective your marketing spend is by tracking it against the generated leads. It displays the
actual cost incurred for a lead.
Calculation
Marketing Spend (quarter till date) Divided by - Number of Leads (Marketing) generated (quarter till date)
Leads must be associated to a Campaign Report and View Details
When you click on the cost per lead tile, the report associated with it displays. You have the option of choosing from
a drop down list of views. You can also drill down into the report tile to display by:
Region
Product Lines / Categories
Product Lines / Categories
Region
Time line (last four quarters)
Cost per Lead by Marketing Channels Push versus Pull
Campaigns
If you choose cost per lead by channel, then you can view the details of your report based on the following categories:

Marketing Features
99
Advertising
E-mail
Mobile
Web browser
The data is sorted in a descending order, starting from the best numbers.
Social Media Sentiment and Social Reach Tiles

Social Media Sentiment and Social Reach report tiles are intergrated with SAP Social Media Analytics. This offers
social media analyses tools that help marketing and sales professionals analyze customer insights, opinions,
emotions, and behavior online. To integrate the topics you have defined in your SAP Social Media Analytics
dashboard, into SAP Cloud for Customer for marketing dashboards, do the following:
Create and define a topic in SAP Social Media Analytics
Set various parameters for your topic and then generate a Url
You can then copy the generated Url to the SAP Cloud for Customer mashup to trigger the import of data from SAP
Social Media Analytics. This data will display on the marketing dashboard in the social media sentiment and social
reach tiles. For details on integrating with SAP Social Media Analytics, refer to: Integrating Marketing Report Tiles
with SAP Social Media Analytics
Social Media Sentiment
This report displays how to monitor public sentiment trends towards your products and brand.
Calculation
This report has SAP Social Media Analytics Integration. You have to copy your web service and configure it to your
mashup service.
You have the option of displaying the net sentiment by:
Region
Trends (both % positive and negative trends with net %
Impressions over time
Top terms
SAP does not deliver this mashup service out-of-box. You have the option of creating a mashup service using
the Url and credentials you obtain from SAP Social Media Analytics.
Social Reach
This report displays how engaged your customers or audiences are with you on various social media channels, which
will affect your brand exposure. It displays total mentions of your product over a period of time.
Calculation
This report has SAP Social Media Analytics Integration. You have to copy your web service and configure it to your
mashup service.
For information on how to create a mashup web service, refer to: Creating a Mashup Web Service
How many of your fans on Facebook see your posts OR number of Twitter users that potentially saw your
Twitter handle mentioned in a tweet by a person they follow.
100

Marketing Features
You have the option of displaying your Social reach by:
Region
Number of followers by region
Trends over time
Unique re-tweeters by region
Source
Sales Forecast
This report displays your sales forecast performance. This is a subset of sales pipeline that includes only those
qualified opportunities that are expected to close in a defined reporting period. Forecasted sales numbers, when
compared to target, indicates the progression in the growth of your business.
Calculation
The Sales Forecast Amount = The sum of WEIGHTED_VALUE where:
OPP_END_DATE in Current Quarter
OPP_LIFECYCLE_STATUS = 1 or OPP_LIFECYCLE_STATUS =2 or OPP_LIFECYCLE_STATUS =4 and (Publish

to Forecast)
OPP_SALESFCSTRELEVANCE_FLAG = X (Active)
STATUS 1 = Open, 2 = In Process, and 4 = Won
Pipeline Multiple
This report displays a measure of the health of your sales pipeline as compared to your quota in a defined reporting
period. It displays your pipeline performance versus the sales forecast. A high pipeline multiple indicates that your
business is exceeding expected growth.
Calculation
Sales Revenue Amount Divided by - Sales Forecast Amount
Sales from Pull

This report displays your percentage and value of sales generated by marketing pull campaigns.
Calculation
Total Sales = Sum of the OPP_SALESRVN_AMOUNT (Expected Value) where OPP_LIFECYCLE_STATUS=4 (WON)
Sales from Pull = Sum of the OPP_SALESRVN_AMOUNT (Expected Value) where OPP_LIFECYCLE_STATUS=4
(WON) and CHANNEL_TYPE_CODE in (2, 4, 5, 9) and each Opportunity must be linked to a Campaign.
Ratio Pull Vs Total Sales = (Sales from Pull/ Total sales) * 100
For Channel Type Code: 2 = WEB 4= Social Network 5 =Inbound Marketing and 9 = Search
Marketing Spend
This report displays the comparison between your marketing spend and marketing budget.
Calculation
1.
Calculation of YTD for Campaigns:

Marketing Features
101
Consider current date as: 5/15/2014
Start Date / End date value considered
10/1/2013 3/31/2014 Prorate of the FINAL_AMOUNT between 01/01/14 to 3/31/14
1/1/2014 1/31/2014 Total value of the FINAL_AMOUNT
2.
Calculation of Budget Amount :
Sum of the FINAL_AMOUNT where TYPE_CODE =1 as per the above YTD condition
3.
Calculation of Spend Amount :
Sum of the FINAL_AMOUNT where TYPE_CODE =2 as per the above YTD condition
Campaign Status
This report displays the status of your campaigns in terms of how many are on track and behind schedule.
Calculation
1.
Campaign Lifecycle Status:
1= Planned
2 = Active
3= Completed
4=cancelled
2.
On Track Calculation:
Number of CAMPAIGNS where CAMP_START_DATE in Current Quarter and STATUS = 2 OR STATUS

=3
3.
Behind Schedule Calculation:
CAMPAIGNS where CAMP_START_DATE in Current Quarter and STATUS = 1
See Also
Mashups and Web Services
Setting Up a Mashup web Service for SAP Social Media Analytics by NetBase
102

Marketing Features
7 Sales Features
7.1 SAP Cloud for Sales: Solution Overview
To give your sales team the agility and power to find answers, engage in meaningful customer conversations, and
deliver the right impact every time, salespeople need a new set of capabilities that enhance the selling process. Going
beyond the traditional approach to sales software, SAP Cloud for Sales is easy to use and equips your sales team to
close more deals faster in today's complex selling environment.
Customer Demand:
Recognition that there is a demand for your product in the marketplace through multiple channels
Lead:
Capture information from potential clients or customers that can then lead to a sale
Account and Contact:

Make fast account updates, get complete customer intelligence and keep everyone in the loop so that you
and your team are delivering the right impact in every customer conversation
Opportunity:
Accelerate sales wins by rapidly tracking activities, collaborating with internal teams, customers and partners,
keeping tabs on the competition, and obtaining guided selling materials for each deal
Sales Quote:
Create and submit quotes to align with your internal approval process
Sales Order:
Utilizing the robust integration features available on the back end, you can also create sales orders
7.2 VIDEO: Start Here for Sales

Video
Start Here for Sales
(5m 20s)
Find out how to walk through the sales cycle: starting with an assigned lead, converting it to an opportunity, and
finally reporting on the closed deal.

Sales Features
103
7.3 Accounts
On the Accounts tab, you can display existing accounts, create new accounts, and set account statuses. You can
also display account details, review additional data, and rename and edit accounts, as required, and, if you are
authorized to do so, assign employees to an account team.
Once you have created an account, it can no longer be deleted. You can, however, set its status as
Obsolete.
Tasks
Creating Accounts
1.
Choose
2.
Choose New.
3.
Enter the Name and Country of the account, then specify its City.
If desired, you also may enter the account's Web site, or specify its classification.
4.
Save your entries.
Customers
Accounts .
If your administrator has configured the solution to check for potential duplicate accounts, then select
Check for Duplicates , before you save the account, to ensure that its information is unique.
If the information you enter is found to resemble the information of an existing account, then the
solution notifies you that potential duplicate accounts were found.
For a description of the available save options, see Save Options.
You may designate only one primary contact per account. Secondary contacts cannot be specified.
If Territory Management has been activated, then an employee who is not defined to be a territory owner
cannot be defined as the owner of an account.
Editing Accounts
You can edit accounts from the Account item header, as follows:
1.
Position the cursor over the information to be edited. For example, if you want to rename the account, position
the cursor over the Name field.
2.
Change the desired entries.

Depending on the field, use the drop-down menu or automatic search to choose an entry.
3.
Save your entries.

From the item header, you can only edit the current main address of an account.
To edit an address other than the current main address, or to designate a different address as the main
address, choose the Addresses tab.
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Sales Features
Choosing Account Filters

In the standard solution, accounts are displayed in various filters, described below:
Standard Account Filters
Filter
Accounts Displayed
My Accounts
Accounts where you are assigned either to the account team or (if territory management is
active in your solution) to the territory team.
My Account Team's Accounts Accounts where you are assigned to the account team.
This filter only appears if territory management is active in your solution.
My Territory Team's Accounts Accounts where you are assigned to the territory team.
My Team's Accounts
Accounts where anyone in your organization, including employees in subordinate

organizations, is assigned either to the account team or (where applicable) to the territory
team.
All
Accounts for which you have at least read access.
The accounts that appear in your solution, per filter, may differ in relation to the access restrictions that your
administrator has established.
The standard filters above do not include obsolete accounts. To view obsolete accounts, create and save a
new filter. For more information, see Working with Lists [page 67].
The default filter is My Accounts. You can modify the range of accounts displayed by selecting among these filters.
Setting Account Status

From the account details, use the Actions menu to choose the following applicable status:
Choose
Choose
Actions Block to change the account status to Blocked, which will exclude the account from
subsequent search results. By blocking an account, you also prevent future opportunities, activities and other
items from being assigned to it.
Actions Set as Obsolete to change the account status to Obsolete. By setting an account as
Choose
obsolete, you also prevent future opportunities, activities and other items from being assigned to it.
Actions
Set as Active
to change the account status to Active.
You may assign a new status to an account at any time, as required. For example, you can set any active account as
obsolete, or any blocked account as active.
Using Calendar View

The calendar view only appears in HTML5 clients. You are using an HTML5 client if the system URL
contains /HTML5. For further information, contact your system administrator.
This view shows the calendar from the perspective of an account.

Sales Features
105
To show all upcoming appointments, visits, and phone calls scheduled by anyone in your organization for an account,
select that account and choose the calendar view. Each one is color coded, based on its status.
You can create new appointments, visits, or phone calls right from the calendar view.
Using Map View

If your administrator has configured the solution accordingly, then you can display accounts in Map View, if desired.
Choose Map View to see, in an integrated third-party mapping service, the location of each account address both
individually, and in relation to one another. Within Map View, you can also zoom in, zoom out, and pan in any direction.
Reviewing Tabs in Account Details

The tabs that you see in the account details depend upon the features of SAP Cloud for Customer that your company
has implemented.
Some of the tabs below are not visible by default. Assuming the features are enabled by your administrator,
you must personalize the screen to make some tabs visible. For more information, watch the video
Customizing Your Personal Settings .
From the account details, you can select these tabs to perform additional actions. The following table summarizes,
per feature, the tabs that are available:
Tab
Actions
Available in SAP
Cloud for Sales?
Overview
Select this tab to see the latest updates made to the account, the
yes
contacts designated to the account, and any addresses associated
with the account.
yes
Feed
Select this tab to read, open, tag, flag or comment feed updates that yes
are associated with this account. For more information, see About
the Feed [page 43].
yes
Recent Orders
Select this tab to view recent orders that are associated with this
account.
yes
yes
Available in SAP
Cloud for Service
and SAP Cloud
for Social
Engagement?
If your administrator has not set up the 360 overview, then

this tab will not appear.
Charts
On this tab, under Average Sales Cycle, you can view the
yes
average sales cycle, in number of days, for this account and
for all accounts. Data for each average sales cycle is
represented separately, but both sets of data are
represented in relation to the quarterly sales cycle. You may
no
also export this data to Microsoft Excel, if desired. For more

information, see About Analysis [page 172].
106
On this tab, under Revenue Trend, you can view the overall
revenue trend for this account in relation to the quarterly
sales cycle. You may also export this data to Microsoft Excel,
if desired.

Sales Features
Activities
Select this tab to view, edit or create appointments, tasks, phone

calls, or e-mails that are associated with this account.
yes
yes
Account Team
Select this tab to add employees to, or remove employees from, the yes
team responsible for this account. On this tab, if you possess the
appropriate authorizations, you can also modify the role of
employees who are assigned to this account.
yes
If territory management is active, then the sales territory

team also appears in this tab.
Sales Territories
Select this tab to view associated sales territories.
yes
no
yes
yes
Select this tab to view, edit or add addresses that are associated with yes
this account.
For any account, only one address can be specified as the main
address.
To indicate that an address may be used for shipping or billing, select
Yes in the corresponding column. If more than one shipping or billing
address is specified, select Yes (standard) in the appropriate column
to designate an address as the default shipping or billing address.
yes
If your administrator has not configured the solution to make

sales territories visible, then this tab will not appear.
Relationships
Select this tab to view associated relationships.

If your administrator has not enabled integration with SAP
ERP, then this tab will not appear.
Addresses
It is not possible to remove an existing address from an

account, because the existing address may already be
referenced by other items, such as leads and opportunities.
Contacts
Select this tab to add contacts to, or remove contacts from, this
yes
account. On this tab, you can also designate a contact as the Primary
Contact for the account.
yes
Account
Hierarchy
yes
Select this tab to view the displayed accounts in a hierarchical
structure, provided that a parent account has been specified for the
accounts at hand. You can expand and collapse the account
hierarchy at any level to display as many or as few accounts as you
like.
yes

account hierarchies visible, then this tab will not appear.
Alternatively, if your administrator has activated the generic
hierarchy structure and added accounts to it, then you can
instead choose
Business Partners
Account
Hierarchies to view sales account hierarchies, provided that

the administrator has assigned the corresponding work
center and work center view to your business user.

Sales Features
107
Campaigns
Select this tab to view associated campaigns.
yes
no
Sales Leads
Select this tab to view or create sales leads that relate to this account. yes
no
Opportunities
Select this tab to view or create opportunities that relate to this

account.
yes
no
Attachments
Select this tab to view, edit or add attachments that relate to this
account.
yes
yes
Groups
Select this tab to view information that derives from SAP Jam, and yes
to perform the following actions:
create internal groups in SAP Jam to collaborate on account

team meetings, prepare for customer visits, and so on
create external or cross-company groups in SAP Jam to

safeguard accounts, upsell products, and so on
automatically invite account team members and contacts to

the group in SAP Jam, with the flexibility to add or remove email addresses
view a list of groups in SAP Jam that are associated with the
given account, and navigate from this list to SAP Jam
navigate from SAP Jam back to the account
view a list of recommended groups in SAP Jam for the given

account, and navigate from this list to SAP Jam
view the latest SAP Jam Feed updates for the associated
groups
no

Jam, then this tab will not appear.
Sales Data
Select this tab to view or edit associated sales data.
yes
no
If integration with SAP Customer Relationship Management

(SAP CRM) is set up in your system, then data in this tab is
editable. If integration with SAP ERP is set up in your system,
then data in this tab is read-only.
If your system is integrated neither with SAP CRM nor with
SAP ERP, then data in this tab is editable.
Sales
Documents
Select this tab to view associated sales documents.
yes
no
Tickets
Select this tab to view associated tickets.
no
yes
Target Groups
Select this tab to view associated target groups.
yes
no
Registered
Products
Select this tab to view associated registered products.
no
yes
Visits
Select this tab to view associated visits, and to set the recommended yes
visit frequency for this account.
no
Product Lists
Select this tab to view associated product lists.
yes
yes
Survey Results
Select this tab to view associated survey results.
yes
yes
108

Sales Features
Marketing
Attributes
If integration with SAP Customer Relationship Management (SAP

yes
CRM) is set up in your system, then you can choose this tab to access
SAP CRM marketing attributes associated with this account.
no
Assigning Employees to an Account Team

1.
Choose
2.
Open the appropriate account.
3.
Select the Account Team tab.
4.
Open the Employees pane.
5.
Drag the icon of the appropriate employee from the Employees pane and drop it onto the table within the
Account Team tab.
Customers
Accounts .

1.
Choose
2.
3.
Select the Account Team tab, then choose Add.
4.
Specify the party role and name of the employee to be assigned, then choose Add .
Customers
Accounts .
Removing Employees from an Account Team

1.
Choose
2.
3.
4.
Find the employee to be removed.
5.
In the Action column corresponding to the employee to remove, choose Remove.
Customers
Accounts .
Deleting Account Activities

1.
Choose
2.
3.
Choose Activities.
4.
Customers
Accounts .
Deleting activities from the account removes them from the system entirely.
5.
In the dialog box that follows, confirm that you want to delete the selected activity.
Generating Account Summaries

To generate a summary of any account in PDF format, proceed as follows:
1.
Choose
2.
3.
Choose Summary .
Customers

Sales Features
Accounts .
109
See Also
Contacts [page 110]
7.4 Contacts
Contacts are organized in relation to the accounts from which they originate. For more information, see Accounts
[page 104].
On the Contacts tab, you can display existing contacts associated with accounts, create new contacts, and set
contact statuses. You can also display contact details, review additional data, and rename and edit contacts, as
required.
Once you have created a contact, it can no longer be deleted. You can, however, set its status as
Obsolete.
Tasks
Creating Contacts
1.
Choose
2.
Choose New.
3.
Enter the First Name and Last Name of the contact, then specify the Account that is associated with it.
If desired, enter additional details for the contact, such as organizational information, or the Phone, Mobile,
and E-Mail of the contact.
4.
Save your entries.
Customers
Contacts .
If your administrator has scoped the solution to check for potential duplicate contacts, then select
Check for Duplicates , before you save the contact, to ensure that its information is unique.
If the information you enter is found to resemble the information of an existing contact, then the solution
notifies you that potential duplicate contacts were found.
Editing Contacts
You can edit contacts from the Contact item header, as follows:
1.
Position the cursor over the information to be edited. For example, if you want to rename the contact, position
2.

3.
Save your entries.

110

Sales Features
From the item header, you cannot edit the business address of the account that is associated with this contact,
but you can use the drop-down menu to specify a different business address for this contact, if desired.
To create or edit personal addresses for the contact, choose the Addresses tab.
Choosing Contact Filters

Contacts are displayed in one of three standard filters, described below:
Standard Contact Filters
Filter
Contacts Displayed
All
All contacts of all accounts that you are authorized to access.
My Contacts
All contacts of all accounts for which you are assigned as a member of the account team.
My Team's Contacts All contacts of all accounts for which you are assigned as a member of the account team, and, if you are
a sales manager, all contacts of all accounts for which any subordinate of yours is assigned as a member
of the account team.
The standard filters above do not include obsolete accounts. To view obsolete contacts, create and save a
The default filter is My Contacts, You can modify the range of accounts displayed by selecting among these filters.
Setting Contact Status

From the contact details, use the Actions menu to choose the following applicable status:
Choose
Actions Block to change the contact status to Blocked, which will exclude the contact from
Choose
subsequent search results.
Choose
Actions
Actions
Set as Active
to change the contact status to Active.
Set as Obsolete
to change the contact status to Obsolete.
You may assign a new status to a contact at any time, as required. For example, you can set any active contact as
obsolete, or any blocked contact as active.
Reviewing Tabs in Contact Details

The tabs that you see in the contact details depend upon the features of SAP Cloud for Customer that your company
has implemented.
From the contact details, you can select these tabs to perform additional actions. The following table summarizes,

Sales Features
111
Tab
Actions
Available in SAP
Cloud for Sales?
Available in SAP
Cloud for Service
and SAP Cloud
for Social
Engagement?
Overview
Select this tab to see the latest updates made to the contact, and any yes
addresses associated with the contact.
yes
Feed
Select this tab to read any Feed updates that are associated with this yes
contact. For more information, see About the Feed [page 43].
On this tab, you can also open, tag or flag Feed updates, mark them
as favorites, or comment them. For more information, see Tags
[page 50] and Shelf [page 49].
yes
Addresses
this contact.
yes
It is not possible to remove an existing address from a

contact, because the existing address may already be
Activities
Select this tab to view, edit or create activities that are associated
yes
with this contact including appointments, tasks, phone calls, and
e-mails. For more information, see Activities [page 57].
yes
Sales Leads
Select this tab to view leads that relate to this contact. For more
information, see Sales Leads [page 113].
yes
yes
Opportunities
Select this tab to view potential sales opportunities for this contact. yes
For more information, see Opportunities [page 115].
yes
Relationships
yes
yes

Registered
Products
Select Registered Products to view registered products associated

with this contact.
no
yes
Campaigns
yes
no
Marketing
Interactions
Select this tab to view associated marketing interactions.
yes
no
Tickets
Select this tab to view tickets associated with this contact.
no
yes
Marketing
Permissions
Select this tab to view the marketing permissions that have been
defined for this contact.
yes
no
Marketing
Attributes

yes
SAP CRM marketing attributes associated with this contact.
no
See Also
Accounts [page 104]
112

Sales Features
7.5 Sales Leads

Under
Sales Sales Leads , you can manage your sales leads, maintain relationships with your customers and
prospects, and convert sales leads to opportunities. Sales leads are the starting point for future sales. Sales leads
are created, qualified, and can be assigned to sales staff automatically, using rules created by the administrator.
Once a sales lead has been qualified, you can accept or decline that lead. You can also convert sales leads, once they
have been qualified, to opportunities. To drive sales activity, you can also perform the following optional actions:
Specify the source and campaign of your sales leads
Classify sales leads according to a particular interest
Qualify sales leads by applicable levels for example, as cold, warm, or hot
Track and analyze the success of your sales leads over a specified time frame
Add team members to the marketing team for the sales lead
Add products to the sales lead
Add contacts to the sales lead

You can only designate an employee as a contact for a sales lead if that employee is already a contact
for the account that is associated with that lead. To view the list of contacts for the account, open the
account details, then choose Contacts.
Tasks
Creating Sales Leads
1.
Choose
2.
Enter the pertinent information about the sales lead.
3.
Save your entries.
Sales
Sales Leads
New .
Qualifying Sales Leads

1.
Choose
2.
Open the sales lead of interest.
3.
Select Qualification Level, then specify the applicable level.
4.
Save your entries.
Sales
Sales Leads .
Accepting or Declining Sales Leads

1.
2.
On the sales lead details screen, choose
Actions
Accept
or
Actions
Decline .
Editing Sales Leads

1.
2.
Position the cursor over the information you want to edit.

Sales Features
113
3.
Edit the sales lead as required, then save your entries.
Assigning Products to Sales Leads

1.
Choose
2.
Open the desired sales lead.
3.
4.
5.
Drag the desired product icon from the Products pane and drop it onto the table within the Products tab.
Sales
Sales Leads .

1.
Choose
2.
3.
4.
Sales
Sales Leads .
Removing Products from Sales Leads

1.
Choose
2.
3.
4.
5.
Sales
Sales Leads .
Converting Sales Leads to Opportunities

When you convert a sales lead to an opportunity, the original sales lead remains in the system as a record. You can
still edit the original sales lead, but you cannot delete it. You can further process, as required, the opportunity that
arises from the sales lead.
To convert a sales lead to an opportunity, proceed as follows:
1.
Open the qualified sales lead of interest.

Only sales leads whose status is Qualified can be converted to opportunities.
2.
On the sales lead details screen, choose
3.
Edit the opportunity that is to result from this sales lead, then save your entries.
Actions
Convert to Opportunity .
See Also
Start Here for SAP Cloud for Sales [page 103]
Working with Leads [page 94]
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7.6 VIDEO: Working with Leads

Video
(4m 48s)
Working with Leads
Find out how to create and qualify leads, and how to convert leads to other items such as opportunities to drive
sales activity.
7.7 Opportunities
Sales Opportunities , you can display and edit existing
Opportunities represent potential sales. Under
opportunities, and create new ones. You can also edit opportunities that have been converted from leads, and assign
products to opportunities, and employees to opportunity sales teams.
Tasks
Creating Opportunities
1.
Choose
2.
Choose New.
3.
Enter the required information, including the corresponding account and probability of success.
4.
Save your entries.

Sales
Opportunities .
Editing Opportunities
You can edit opportunities from the Opportunity item header, as follows:
1.
Position the cursor over the information to be edited. For example, if you want to rename the opportunity,
position the cursor over the Name field.
2.

3.
Save your entries.


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115
Choosing Opportunity Filters

Opportunities are displayed in one of three standard filters: All Opportunities, My Opportunities, or My Team's
Opportunities. You can modify the range of opportunities to display by selecting among these filters. The default
filter is My Opportunities.
Assigning Products to an Opportunity

1.
Choose
2.
Open the appropriate opportunity.
3.
4.
5.
Drag the desired product icon from the Products pane and drop it onto the table within the Products tab.
Sales
Opportunities .

1.
Choose
2.
3.
4.
Sales
Opportunities .
Removing Products from an Opportunity

1.
Choose
2.
3.
4.
5.
Sales
Opportunities .
Copying Products Within an Opportunity

1.
Choose
2.
3.
4.
Select the product to be copied.
5.
From the Actions menu at right, choose Copy.
6.
Choose Save .
Sales
Opportunities .
Assigning Employees to an Opportunity Sales Team

1.
Choose
2.
3.
Select the Sales Team tab.
4.
5.
Sales Team tab.
116
Sales
Opportunities .

Sales Features
When you assign an employee to an opportunity sales team in this way, the solution assigns the Sales
Employee role to that employee by default. If desired, you can change the role that is assigned to the
employee.
1.
Choose
2.
3.
Select the Sales Team tab, then choose Add.
4.
Specify the role and name of the employee to be assigned, then choose Add .
Sales
Opportunities .
Removing Employees from an Opportunity Sales Team

1.
Choose
2.
3.
Select the Sales Team tab.
4.
5.
Sales
Opportunities .
Requesting SAP ERP Pricing Information for an Opportunity

If your solution is integrated with SAP ERP, then you can request SAP ERP pricing information for an opportunity,
as follows:
1.
Open the opportunity for which you want to request pricing.
2.
Choose Products.
3.
Choose
Actions
Request Pricing .
SAP ERP pricing information appears in the Negotiated Price column for each product. To enter a negotiated
sales price manually, you can edit this field.
Collaborating on Opportunities via SAP Jam

If your solution is integrated with SAP Jam, then you can collaborate on opportunities via SAP Jam, as follows:
1.
Open the opportunity on which you want to collaborate.
2.
Choose Groups.
If your administrator has not enabled integration with SAP Jam, then this tab will not appear.
3.
On this tab, you can view information that derives from SAP Jam, and perform the following actions:
create internal groups in SAP Jam to collaborate on sales team meetings, prepare for customer visits,
and so on
create external or cross-company groups in SAP Jam to collaborate on pricing negotiations, reference
customer discussions, and so on
automatically invite sales team members and contacts to the group in SAP Jam, with flexibility to add or
remove e-mail addresses
view opportunity data that is communicated to SAP Jam at the time the group is created

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117
view a list of groups in SAP Jam that are associated with the given opportunity, and navigate from this
list to SAP Jam
navigate from SAP Jam back to the opportunity
view a list of recommended groups in SAP Jam for the given opportunity, and navigate from this list to
SAP Jam
view the latest SAP Jam Feed updates for the associated groups
Deleting Activities
1.
Open the Activities tab.
2.

Deleting activities from the opportunity removes them from the system entirely.
3.
In the dialog box that follows, confirm that you want to delete the selected activity
Ending Opportunities
You end an opportunity by changing its status to Won, Lost, or Stopped. Proceed as follows:
1.
Select an opportunity, choose Actions, and then select the appropriate status.
An opportunity must have the status In Process before you may change it to Won or Lost.
Opportunities that have the status Stopped are not displayed in the Opportunity Pipeline or in the Won/
Lost Opportunities chart, and they are not taken into account for forecasting.
If you have selected the status Won or Lost, you can enter a reason why the opportunity was won or lost in
the opportunity item header. The reason you select is displayed in the opportunity as Reason for Status under
Pipeline Status and is also used in analytics.
2.
Save your entries.
See Also
Leads [page 91]
VIDEO: Start Here for Sales [page 103]
About Analysis [page 172]
Approval Processes
7.8 Influencer Map

The influencer map allows you to visualize contacts and employees associated with an opportunity, and to prioritize
the perceived success of these contacts and colleagues in helping you close deals by adjusting their position to be
larger and closer to the center of the map (to indicate more influence) or smaller and further from the center (to
indicate less influence). If your system is set up to support this feature and correctly configured, then you can open
the influencer map from your opportunities, from the home page, or from SAP Customer Insight, as described in the
first task below.
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Working within the influencer map, you can more easily identify the top influencers for a given contact or employee,
and help build a more successful sales team for your opportunities, by improving the chance that your sales team
will interact with the most influential decision makers. To help drive sales, the influencer map analyzes structured
and unstructured data within the solution for contacts and employees, as well as their common activities, to
recommend the individuals who are most likely to influence the respective decision makers. A weighted scoring
algorithm is applied to calculate a composite influence score for every contact and employee in relation to the
decision maker.
As the influence score of a contact or employee increases (or decreases), the size of the contact or employee on the
influencer map grows larger (or smaller), and the position of the contact or employee grows closer to (or further
from) the center of the influencer map. As other users reposition contacts or employees on the influencer map to
be closer to or further from the center, and proportionately larger or smaller, the solution records this information
to improve the accuracy of the feature in identifying top influencers for the contacts and employees that are assigned
to an opportunity.
Prerequisites
This feature is only available for HTML5 clients. Your solution is HTML5-based if the system URL contains /
HTML5. For more information about the HTML5 client, contact your system administrator.
Your solution includes the advanced user option, and your administrator has scoped your solution to enable
the influencer map to be used.
The Opportunities view within the Sales work center is assigned either to your user or to your user's business
role.
Your administrator has enabled you to open the influencer map by configuring at least one of the following
areas:
The Sales Team or Contacts tabs, within your opportunity details
Your home page
SAP Customer Insight

If your administrator has scoped your solution to enable the influencer map to be used, but has
not configured the area from which you want to access the influencer map, then review the last
task below.
Tasks
Opening an Opportunity from the Pipeline
To access the influencer map from an opportunity, proceed as follows:
1.
Choose
2.
Open the opportunity of interest.
3.
In the opportunity details, choose the Sales Team or Contacts tab.
4.
Choose Top Influencers.

In response, the pipeline appears in the Top Influencers tab of the opportunity.
5.
Within the pipeline, click on the opportunity to open it.
Sales
Opportunities .
To access the influencer map from your home page, proceed as follows:
1.
Open your home page.

Sales Features
119
2.
Choose the Pipeline Influencers tile. On this tile, opportunities are depicted graphically by total value, sales
period, and chance of success.
In response, the pipeline appears.
3.
To open the influencer map from SAP Customer Insight, proceed as follows:
1.
Log on to SAP Customer Insight.
2.
Choose the Pipeline Influencers tile, where opportunities are depicted graphically, as on the home page.
In response, the pipeline appears.
3.
Reviewing Opportunity Details

Upon opening the opportunity from the pipeline, you can review information of potential use in driving sales,
including:
Its account, sales cycle, status, sales phase, expected revenue, and chance of success
A timeline of related past and future activities
Subscreens for:
Contacts
Sales Team
Products
Competitors
Involved Parties
Opening the Influencer Map for Contacts

To open the influencer map for a contact, choose the contact of interest from the Contacts subscreen.
In response, the top influencers for the contact are depicted graphically. The larger the influencer is, and the closer
it lies to the center, the more influential he or she has been calculated to be, in accordance with the weighted scoring
algorithm.
Opening the Influencer Map for Employees

To open the influencer map for an employee on the sales team, choose the employee of interest from the Sales
Team subscreen.
In response, the top influencers for the employee are depicted graphically, with more influential individuals depicted
larger, and closer to the center.
Repositioning Influencers
1.
Open the influencer map.
2.
Select the influencer for the contact or employee whose perceived influence is to be adjusted.
3.
Move the influencer closer to the center, if their perceived influence is larger, or further from the center, if
their perceived influence is smaller.
In response, the depiction of the individual increases or decreases in size.
4.
Release the influencer in its new position on the map.

In response, the overall map is adjusted, with the repositioned influencer assigned greater or lesser influence,
along with all other influencers on the map.
Personalizing Your Solution for Influencer Map Access

To personalize your solution so that you can access the influencer map from an opportunity, proceed as follows:
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Sales Features
1.
Choose
2.
Open an opportunity, then choose the Sales Team or Contacts tab.
3.
Choose
4.
Select any column, then choose
5.
Select the Top Influencers checkbox, then choose Apply .
6.
Choose
Sales
Opportunities .
Personalize
Personalize
Start Personalization .
Add Items
Add Fields .
To personalize your home page for this purpose, proceed as follows:

1.
Open your home page.
2.
Choose Settings, then Personalize.
3.
Under Scorecards, find Pipeline Influencers, then choose Show.
4.
Choose Save.
To personalize SAP Customer Insight for this purpose, proceed as follows:

1.
Log on to SAP Customer Insight.
2.
Choose Settings, then Personalize.
3.
Under Scorecards, find Pipeline Influencers, then choose Show.
4.
Choose Save.
Upon completing these procedures, you can open the influencer map from the corresponding areas, as
described in the first task above.
See Also
7.9 Retail Execution

7.9.1 VIDEO: Start Here for Retail Execution
Video
Start Here for Retail Execution
(4m 45s)
Find out all about retail execution, including planning a visit, recording site information with surveys, and working in
offline mode at the account location.

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121
7.9.2 About Retail Execution

Retail execution is a set of features that enables field sales personnel to plan and record site visits and activities while
on site at the account.
Retail execution is set up by a system administrator through the following process:
1.
Create surveys. For more information, see Surveys [page 122].

Surveys are used for site checklists, customer surveys, and more.
2.
Create activity plans. For more information, see Activity Planner [page 127].
Activity plans are lists of recommended or mandatory activities that the sales representative is tasked with
while at a customer site.
3.
Create activity plan routing rules.

Routing rules enable the administrator to automatically assign activity plans to various accounts, locations,
or employees.
Once the administrator has set up the necessary surveys, activity plans, and routing rules, sales users can work in
SAP Cloud for Customer for iPad to plan site visits and collect visit information while on site. For sales users, the
process proceeds as follows:
1.
Plan site visits. For more information, see Visits [page 128].
This can be achieved either in the browser, or via SAP Cloud for Customer for iPad. You can use the included
system tools to plan the most efficient route between locations, check which sites are due for a visit, and
review past visit notes.
2.
Record visit information.

Use SAP Cloud for Customer for iPad [page 185] to record visit information. This can include, for example:
Check in/check out times
Record tasks (from activity plan)
Complete site checklists and customer surveys and attach photos when required
Create sales quotes and orders
Order site assets
See Also
Surveys [page 122]
Activity Planner [page 127]
Visits [page 128]
SAP Cloud for Customer for iPad [page 185]
7.9.3 Surveys
You can create surveys for internal and if your system is set up to support it, external use. Internally you can use the
surveys for store visits and tickets to complete during a store visit or a service appointment. The survey will then be
a kind of checklists, or to answer questions about the store and how your products or the competitor products are
122

Sales Features
presented there. Externally you can send out satisfaction surveys to your customers, for example, to get feedback
about your products or services.
Business Background
Categories
Categories are attributes for surveys, questions, and answers that are mainly required when you want to use it as
an attribute in survey reporting. In the reporting you will then be able, for example, to get an report over all positive,
neutral, and negative answers to your questions. With the categories you get the semantically meaning in reporting.
Additionally the category on survey level controls which of the product tabs is visible. Normally the Products tab is
visible. But in case of Competitor Products category the Competitor Products tab is visible.
Survey Statuses
In Preparation (initial status): In this status you can add, change or delete questions and answers. Surveys
with status In Preparation cannot be assigned to an activity plan or a visit.
From In Preparation you can switch to Active.
Active: Indicates that the survey is finished. You can use the survey for activity plans and store visits. If a
survey is active you can't change, add or delete questions from it, but you can add additional products and
categories.
From Active you can switch to In Preparation and Obsolete.
Obsolete: The survey can no longer be assigned to new visits or activity plans. If the survey is already used
for open, or in process store visits, the survey can still be completed during the visit.
From Obsolete you can switch to In Preparation and Active.
Set the survey status from the Actions
menu.
You can switch from Obsolete and Active to In Preparation only when there are no answers available for this
survey.
Scoring
For multiple-choice questions you can use a scoring for the questions and the answers.
With the screen personalization you can make the fields visible for the maximum, minimum, and total scores that
can be reached. The fields are available on the Editor tab, Results tab, and survey header. On survey header the
Score Max is maximum score reachable of a survey multiplied with the quantity of products and categories assigned.
In case no product or category is assigned the factor is 1.
On the Editor tab you can also see the Maximum Score and the Minimum Score for each multiple-choice question
that are calculated as follows:
Multiple-Choice (select one)

Sales Features
Multiple-Choice (select multiple)
123
Maximum
Score
The score is calculated by multiplying the highest

answer score with the question score.
Question Score: 1
Answer A: 1
Answer B: 2
Answer C: 3
Maximum Score: 3*1=3
Question Score: 1
Answer A: 3
Answer B: -2
Answer C: -3
Minimum
Score
The score is calculated by multiplying the lowest

answer score with the question score.
Question Score: 1
Answer A: 1
Answer B: 2
Answer C: 3
Minimum Score: 1*1=1
Question Score: 1
Answer A: 3
Answer B: -2
Answer C: -3
The score is calculated by summing up the highest

reachable answer scores and multiplying it with the
questions score.
Question Score: 1
Answer A: 1
Answer B: 2
Answer C: 3
Question Score: 1
Answer A: 3
Answer B: -2
Answer C: -3
The score is calculated by summing up the lowest
reachable answer scores and multiplies it with the
questions score.
Question Score: 1
Answer A: 1
Answer B: 2
Answer C: 3
Question Score: 1
Answer A: 3
Answer B: -2
Answer C: -3
The scores are not shown when the employee fills out the survey.
Sections and Page Breaks

With a question type Section you can structure your survey, if required, by inserting additional headers.
With the Page Break check box you can create discrete pages in the survey. The current question and all following
questions and sections are shown on a new page.
When completing a survey in the SAP Cloud for Customer for iPad application, a page break requires a
horizontal swipe gesture to reveal the next page.
Branching
With branching you can guide the users through a survey on question level: When an answer is submitted the system
branches to the question entered on question level. If the question is left unanswered, the system proceeds to the
next logical question.
For questions of type Multiple Choice (select one) you can also decide on answer level where the user shall proceed
with the survey in case a specific answer is selected. Also you can add a Default Branch on question level that is used
if no answer is submitted for a Multiple Choice (select one) question.
If you don't use branching for one question the system takes the next logical question in your survey.
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Sales Features
We recommend to first define all questions and the sequence, before you start with branching. Because after
you defined the branching it can cause errors if you change the sequence or delete a question.
Access Control Based on Sales and Service Organization

If you want to restrict the access to surveys you can do this by assigning a sales or a service organization to the
survey.
Though if a sales or a service organization is assigned and the user has no authorization for this sales or service
organization, this survey is not visible in list.
But if the sales or service organization has been changed in a survey, the old assignment is still valid for one day.
That means: If you have the rights to access the survey, you can assign any sales or service organization, even you
have no rights for this sales or service organization. For current day, you can still access the survey. Next day, the
normal check is applied as described.
Using a Survey Offline

You can use surveys also offline on the iPad. For this flag the Offline Usage checkbox for the corresponding survey.
The survey will then be transferred to the iPad during synchronization and you can assign this survey also offline to
a visit without the need of an activity plan.
Satisfaction Survey
If your system is set up to support it, you can create surveys of category Satisfaction that you can send out to your
customers using an e-mail template. There your customers can rate how satisfied they are with several answer
options rated on an overall scale that you can create by yourself. But note that you can also use all other question
types in satisfaction surveys.
For this you enter your questions, for example, of type Matrix, then under Answer you enter the answer options and
under Rating Scale you enter a name for each scale position, such as Positive, Neutral, and Negative, and a numeric
value under Rating.
Prerequisite: To use the satisfaction survey you need to have activated the Enhanced Marketing
Functionalities option in business configuration.
Please keep in mind that the satisfaction surveys aren't available on the iPad and aren't therefore also
not available for offline usage.
You can find the satisfaction surveys also in the Marketing work center under Content as well as in the
Surveys work center.
Reports
In the Business Analytics work center you can find the reports about surveys if you search for the prefixes Visit
Survey: or Business Partner Survey::
Reports with the prefix Visit Survey: are the aggregated data about surveys used in visits.
Reports with the prefix Business Partner Survey: are the aggregated data about accounts, contacts,
and employees within satisfaction surveys.
Net Promoter Score (NPS)

NPS calculates the commitment between you and your customers based on the answers given by the customers in
the sent out satisfaction surveys.

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125
Matrix View Versus Matrix Questions

With the Matrix View check box in the survey you can simplify the answering of the survey products and product
categories on the iPad. There questions and answers for all products are shown as a matrix and you can enter the
answers easily for each product or product category. Please keep in mind that the matrix view is only possible without
branching.
With the question type Matrix you can create questions and answers where your customers can answer the question
by rating the answers, for example, between 1 for very bad and 10 for very good.
Tasks
Creating a Survey
1.
To create a survey go either to the Surveys work center and choose New or go to the Marketing work center,
then to Content view and choose New . Or you can copy an existing survey by opening a survey and choosing
Actions
Copy
2.
In the New Survey window enter a name and select a category, for example, Product.
3.
If the survey is only valid in a specific time frame you can enter a valid from and valid to date.
4.
Choose Save .
Edit a Survey
1.
To edit a survey go either to the Surveys work center or go to the Marketing work center, then to Content view
and open the survey you want to edit.
2.
On the Details tab check your basic entries and decide by the Previous Answers check box whether you want
to pre-populate answers from the previous response for that customer when the employee fills out a survey,
for example, in a store or at the customer site.
3.
With the Matrix View check box you can simplify the answering of the survey. For answering then the survey
on the iPad a matrix of the products and the questions opens where you can enter the answers.
Selecting the Matrix View is only possible in combination with products and product categories, and
without branching.
4.
Enter your questions on the Design tab: Choose Add and enter a type, such as Quantity. Enter the question
text, the question category, and other required information.
5.
If your system is set up to support it: For surveys of category Satisfaction on the right-hand side of the
Design tab you can also adapt the style of the survey such as font sizes and colors of the text elements.
6.
Mark the question as mandatory, if desired, and whether it should be placed after a page break.
7.
If you selected survey category Products or Competitor Products, add the products or a whole product
category for which the questions must be answered.
If you add products and product categories to an active survey, they will be added to open surveys only.
Completed surveys keep untouched.
8.
Save your changes.
Review the Results

On the Result tab you will find the answer statistics with graphics and tables of the survey after your employees or
customers have submitted answers.
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Sales Features
The Result List tab is personalized hidden.
Activate a Survey
To activate your survey choose
Actions
Activate
Simulate a Survey
To simulate a survey and see how it will look like and react on specific answers, click Simulation .
Views and further tasks

After you created your survey you have to create activity plans and routing rules to be able to use the survey, for
example, in visits and tickets. For more information, see Activity Planner [page 127].
7.9.4 Activity Planner

Use Activity Planner to create lists of activities that can be added to site visits. You can create standard lists of
activities to be used with different accounts, or by different sales personnel. Use activity routing rules to associate
plans with specific accounts, locations, or employees.
You can also create and assign activity plans for tickets. Activity plans can include tasks and surveys. This allows
you to create workflows based on the ticket attributes.
Tasks
Create Activity Plans
1.
View existing activity plans and create new plans under
2.
To create a new Activity Plan, choose New.

Enter a name for the plan. If desired, you can also choose a date range when the plan is valid, and designate
the plan as mandatory.
3.
To open your new plan, choose Save and Open.
4.
Add a task to the plan by choosing New under Tasks.

Enter the required information, and choose OK when finished.

Sales Features
Activity Planner
Plans .
127
For each task and survey you create in your activity plan, you can select one or both of the following
flags:
Assign Automatically
If you select this option for a task or survey, it appears automatically in all visits that contain
this activity plan. For a visit to contain an activity plan, it must meet the conditions for the
routing rule to which you assign the activity plan. For more information, see section Create
Routing Rules.
For visits that contain this activity plan, tasks or surveys that are not assigned automatically
can be added to visits manually by each user.
Mandatory
Tasks and surveys marked as mandatory in the activity plan have a mandatory indicator when
they appear in visits. This indicator does not force sales team members to complete the
survey or task.
5.
Create additional tasks as required.

If desired, you can add notes for each task, and attachments such as a detailed instructions document.
6.
To attach surveys to the activity plan, choose Surveys, then choose Add.
Once you create the activity plan, you can create routing rules to associate the plan with specific territories, accounts
or employees.
Create Routing Rules

1.
View existing routing rules and create new rules under
2.
Enter a name for the routing rule.
3.
To open your new routing rule, choose Save and Open.
4.
To set up the conditions that define this routing rule, under Conditions, choose Add Row.
Select the criteria for this condition by comparing data with a desired value. Construct your routing rule by
adding more conditions using logical OR/ AND operators.
5.
To select the activity plans that follow this routing rule, on the Activity Plans tab, choose Add.
6.
Save your changes when you have finished defining the routing rule.
7.
Actions Set as Active .

To start using the routing rule, set the status to active by choosing
Once active, the system uses the routing rule to associate the specified activity plans with site visits.
Activity Planner
Routing Rules .
See Also
About Retail Execution [page 122]
Surveys [page 122]
Visits [page 128]
7.9.5 Visits
Customer site visits are a part of creating and keeping good relationships with customers. They can also be a way
to discuss, run, and monitor marketing activities, such as campaigns.
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Sales Features
On the Visits tab, you can use tools such as tasks, surveys, and campaigns to gather and record information from
each customer visit.
The steps of this process can be completed either in SAP Cloud for Customer in the browser or in SAP Cloud
for Customer for iPad, with one exception: route planning is only available in the browser.
You can set the recommended frequency for visits in the account detail view, Visits tab.
Tasks
Create Visits
1.
View your accounts under

Visits Visit Planner .
To help you prioritize visits, you can sort your list of accounts using filters, including the below:
My Accounts with No Visits Planned

These are your accounts where there are no future visits planned.
If the Next Planned Visit date is in the past, it will not show up under this filter.
My Accounts Overdue for Visits

These are your accounts where the Visit Before or Next Planned Visit dates have passed without a visit.
2.
Select the account you want to visit and choose New Visit.
3.
Enter the necessary information and save the visit.

To check your schedule for upcoming visits and appointments, you can use the Calendar.
Microsoft Silverlight clients: use the Calendar pane.
Other activity types, such as phone calls, e-mails, and tasks, do not appear in the calendar
pane.
Even if you are looking at My Team or another group tab, the calendar pane only displays
your own schedule.
HTML5 clients: use the Calendar.
In addition to appointments and visits, phone calls also appear on your calendar.
You can view other users' schedules if you are authorized to do so.
For more information, see Calendar [page 56].

The calendar view of an account shows all upcoming appointments for that account in one calendar, even if
they were scheduled by other colleagues. For more information, see Accounts [page 104].
Plan Your Route

If your administrator has enabled Google maps, you can plan your route for when you have multiple customer visits.
You cannot use route planning in SAP Cloud for Customer for iPad. Route planning is only available in the
browser.
Go to
Highlight the accounts you want to visit, then choose
Visits
Visit Planner .
Web Services
Route Planner .
You can then plan your route in more detail using Google maps.
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129
Add Tasks or Surveys to the Visit

You can add items to help you document your visit. These items are predefined in activity plans by your system
administrator, and may include general checklists, industry-specific surveys, or recommended tasks to complete
while you are onsite. To view these items and add the relevant ones, do the following:
1.
Under Visits, open one of your visits.
2.
Tasks Add .
To add standard tasks, choose
A list of predefined tasks appears. Select the ones that are relevant for this visit.
All tasks and surveys are routed using certain rules. If you do not find the task or survey you expected
to see in the list, ask the person who created the tasks or surveys to ensure that the routing rules
were set up properly. For more information, see Activity Planner [page 127].
3.
Surveys Add .
To add standard surveys or checklists, choose
A list of predefined surveys appears. Select the ones that are relevant for this visit.
All tasks and surveys are routed using certain rules. If you do not find the task or survey you expected
to see in the list, ask the person who created the tasks or surveys to ensure that the routing rules
were set up properly. For more information, see Activity Planner [page 127].
Check Current Campaigns

In the visit overview, you can see the number of ongoing or upcoming campaigns that are assigned to this account.
For more information about specific campaigns, check the Campaigns tab, where you can link to the assigned
campaigns directly.
Refresh Visits
Sometimes your administrator adds tasks or surveys to an existing activity plan. Before you go on a visit, you can
update the tasks and surveys, so you know you're working with the latest data. You can do so in one of the following
ways:
From the list of visits, select one or more visits that you want to update, and choose
Actions
Refresh
Selected Visits .
Open a visit and choose
Actions
Refresh Visit .
Arrive and Check In

To ensure you are working with the latest information, you may want to refresh the visit before you arrive
at the customer site. To do so, see section Refresh Visits.
1.
When you arrive at a customer's site, open the visit.
2.
Choose Check In .
Checking in captures the date and time and opens the visit for editing, allowing you to record information
about this visit in the system.
Complete Tasks and Surveys

During your site visit, you can open each task, survey, or checklist and process it accordingly.
1.
From the visit, choose the Tasks or Surveys tab.
2.
Open the task or survey and complete the items it contains.
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Sales Features
For mandatory questions of type Amount a value of zero is not a valid response.
3.
Add any relevant notes.
4.
For surveys, you can add pictures as attachments.
In SAP Cloud for Customer for iPad, there are predefined picture sizes for you to use.
For performance reasons, we recommend attaching a maximum of one large picture, 10
medium pictures, or 30 small pictures per survey.
5.
Pictures you add to the survey appear as attachments to both the survey and the visit.
When you have completed the task or survey, set it to completed by choosing
Actions
Set as
Complete .
Add Contacts
If you have met or worked with another contact for this account during your visit, you can add that person to the visit
under Contacts.
Only contacts that are listed in the account itself appear for selection.
Create Follow-Up Items

During your visit, if you discover that the customer needs additional products, an upgrade, or spare parts or repairs,
create a follow-up item. The following table outlines the types of requests, lists examples, and indicates how to order
them in the system.
Request Type
Examples
In the visit, choose
Product order
Out-of-stock products
Sales Quote
Opportunities
Machine should be upgraded to the latest model Opportunity
Spare parts or repair Appliance for storage (refrigerator) or

demonstration (mini-grill) does not work
Follow-Up Items
New
Service Ticket
Add Pictures or Other Attachments to the Visit

To add additional documents or pictures as part of this visit, add them in the visit under Attachments.
Leave and Check Out

After you have wrapped up your visit with the customer and entered all the information you wanted to record for the
visit, choose Check Out .
Checking out automatically sets the status of the visit to Completed.
To edit the visit after you have checked out, set the status back to In Process and then make your changes.

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131
7.9.6 Tours
If you are assigned to a role with the proper authorization, you can create a tour, which includes multiple visits in
sequence. Tours are useful if you want to plan the sequence and timing of multiple visits in one day, one week, or
even an entire month.
Tasks
Create a tour
1.
Under
2.
Enter the necessary information to define the tour.
Visits
Tours , choose New.
Add visits to tours

You can add any visit in the system to a tour. However, it is only possible for a visit to belong to one tour.
1.
From the Visits tab, select the visits you want to add to a tour.
2.
Choose either Add to New Tour or Add to Existing Tour.

The existing visits that you selected appear in the tour.
For completed visits, only the name and account are copied for each visit. The start date and end date
are copied from the tour. You must add other details manually.
Create a new visit and add it to a tour

1.
Open your tour and choose
2.
Enter the information for the visit and save it.

The visit is created in the system and added to the tour.
New .
Change the sequence of visits within a tour

To change the sequence of a visit, open the visit and change the date or time. The next time you open the tour, the
sequence of the visits has adjusted accordingly.
Edit visits within a tour

To edit tours within visits, simply open the visit. The visit details appear, where you can use the standard editing
features to make any changes.
Activate a tour
When you activate a tour, you can no longer change it.
When you activate a tour, the name of the tour owner overwrites any previous names in the Owner field.
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1.
Open your tour.
2.
Choose
Actions
Set as Active .
See Also
Visits [page 128]
7.10 Sales Quotes

7.10.1 VIDEO: Creating Sales Quotes
Video
Creating Sales Quotes
(4m 21s)
Find out how to create a sales quote.

7.10.2 Creating and Processing Sales Quotes

A competitive and successful sales professional knows the benefits of an effective quote management system. You
can enter the desired products and submit the quote to the customer.
For more information, watch the video Creating Sales Quotes
, or follow the steps below.
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 [page 139].
Product Lists with Accounts as Proposal in the Sales Quotes

With product lists, you can combine a set of products associated with an account. When you create a sales quote
for an account that has an associated product list, the product list will appear at the end of the form after you choose
New .
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133
To create a product list, enable in the Product Lists view in the Products work center. There you then can create a
list, and use it in your quote when the list is activated.
Approval for Sales Quotes

For more information, see Enabling Approval Processes.
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. A predefined pricing procedure is used to determine the net value the
customer has to pay for certain products 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, and costs. The order of these price
components is essential for the calculation of the total value.
For more information, see Pricing [page 304].
Party Processing
For more information, see Party Processing [page 307].
Document Type 'Sales Order Request'

For the sales quotes you can create of course your own document types. But in the standard you can select Sales
Quote and in case you are working with visits you can also select Sales Order Request. With the sales order
request the output management for the sales quote is deactivated because in the visit scenario you should get the
approval for the quote by the customer directly in the office or store. A sales order request therefore has also no
validity.
Integration with External Systems

When you create a sales quote in your system and you have a connection to an external system, such as SAP CRM
and SAP ERP, a request can be triggered to the external system to create a sales order request.
Once the sales order gets created in the external system, sales order request and sales order documents can be
captured in your system.
External Pricing
When you have enabled the external pricing in your system you will retrieve complete pricing information including
tax and gross and net values from the external system for a specific sales quote document type. Prerequisite is that
you enabled the external pricing for the document type and aligned the pricing texts (conditions and subtotal
descriptions) in the business configuration.
If everything is setup correctly you create your quote, request the pricing from the external system (click
), the external system simulates a complete document, and you will get back the
pricing results in your quote and the fields Pricing Status and Pricing Procedure appear.
Actions
Request Pricing
Please keep the following facts in mind, when you work with external pricing:
Your system is connected directly with the external system.
When you requested pricing the found pricing conditions are shown in your sales quote. The external system
controls whether an existing price component can be changed or deleted as well as whether its allowed to
add a new price component. Only manually added price components can be deleted.
The pricing status is only reset when you change standard fields. In case you change only extension fields the
update must be triggered separately using a PDI implementation.
When you copy a quote only the manually changed conditions are copied.
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Sales Features
You can submit a quote only when a quote is calculated successfully. The to be printed pricing conditions are
determined by the external system based on the settings in your pricing schema.
When you request pricing and the external system raises error messages, the messages are shown in your
system but aren't saved. If you reopen a quote which is calculated with errors you have to request pricing
again to see the error messages.
When you use campaign and contract determination in the external system, the determination results for the
simulated document must be unique during the simulation. Otherwise you will get errors in the price
determination.
Please prevent that in the external system additional document items are added during the simulation. This
can makes the pricing result in your quote inconsistent, because your system can't add the items.
Follow-up Documents
If you have an integration with an external system, where you, for example, process your sales orders, you can then
capture the references to the follow-up documents in the sales quote under
Sales Documents
External Follow-
Up Documents .
Tasks
Creating a Sales Quote
1.
You create a sales quote using the New Sales Quote tool which you can access from
the following locations in the system:
From the toolbar, click New Sales Quote.
Under
You can also copy an existing sales quote by opening a quote and choosing
Sales
Sales Quotes
click New .
Actions Copy . The whole content then is copied and you can adapt it to your
needs.
2.
Enter the account, date, and owner.
3.
To add products from a Product List for the entered account choose
Actions
Add
from List under Products. Enter the quantities for the products you want to use and
then save your entries.
The sales quote is created with status Open and products without any entered
quantities won't be taken over.
4.
Open the newly created sales quote and enter or change at least the product the
customer requested the quote for.
5.
Actions
Submit to trigger further processing, for
Save your entries and click
example, sending it using fax or e-mail, or printing it for sending it by normal mail.
In case an approval is required for the quote, the output starts as soon as the approval
is given.
Editing a Sales Quote

1.

Sales Features
Sales Sales Quotes .

Open a sales quote you want to update under
On the Products tab you can add or delete products, enter external and internal
notes concerning the product, and add attachments.
You can view and change the internal and external notes for the sales quote and
the products: The Internal Note is only stored with the document and the External
135
Note is also forwarded to the customer and forwarded to the external system, in
case of an external integration.
In case you use an integration with an external system to calculate the prices for
the products you can get the prices for the products entered by clicking
Actions
Request Pricing
. The fields Pricing Status and Pricing
Procedure will then inform you about the current status of the request.
On the Involved Parties tab you can add or delete parties and contacts. Here you
can also select other addresses that you entered in the master data.
On the Sales Documents tab you get an overview about the related sales quotes
and the sales order requests and sales orders processed in the ERP system.
On the Attachments tab you can add attachments, for example, local files, web
links, and links to Library content.
Here you find also the customer's signature of the quote done on an iPad in case
the customer accepted the quote directly during a visit and signed it on the iPad.
Please be aware that this is not a legally binding signature.
2.
On the Pricing tab you can edit the price components of your items manually or
trigger an update according the pricing master data.
Here you can also edit the Pricing Date, in case the pricing date differs from the
Date of the sales quote. This might happen if you want to use a special price list
that is not valid for this date.
On the Approval tab you can enter additional information for the approver and the
approver can add also comments.
On the Activities tab you have an overview about the activities and you can add
appointments, tasks, and phone calls. Here you see also the e-mails related to this
quote.
On the Output tab you can see the output history and the sent out documents as
PDF files. Here you can also trigger the sending of a document again by clicking
Resubmit .
On the Overview tab you see the latest changes of the quote, the products, and
involved parties.
On the Feed tab you can see major updates concerning the quote. For more
information, see About the Feed [page 43].
Save your changes.
Tracking Changes
On the Changes tab of a sales quote you can see all changes made in the quote, but you can
also filter for a specific time period.
In the list you then see the originating and the new value after the change.
Structuring and Renumbering Products

Before you can structure your sales quote you must personalize the Products tab. For this
open the sales quote, go to the Products tab, click Personalize at the upper right of the screen
and choose This Screen, select Products under Sections:. Then select the Parent Line field,
save your changes and close the Personalize pane.
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Sales Features
1.
You can structure the entered products with text lines. To do so, add lines with only a
description on the Product tab.
2.
Then enter the line number of the created text line as Parent Line to the corresponding
product line.
3.
To rearrange your product list click
Actions
Renumber
and save your changes.
You can cascade several text lines, but you cannot use a product line as
structuring element.
On text line level you can add more text to describe this part and add
attachments.
Triggering Approval and Output

1.
After you have created a sales quote click

check and the output of the sales quote.
2.
The system then checks whether an approval is required for the quote, and in case it is
required the necessary notifications are generated for the responsible employees.
3.
Only after the approval is given or is not necessary the output of the sales quote is
generated by the system according the output settings which can be viewed and edited
under
4.
Actions
Edit Output Settings
Actions Submit
to trigger the approval
The document then is either sent to the local printer or sent to the customer as e-mail.
You can also add manually an approver as alternative approver to your quotes. The only
prerequisite is that you activated the role Approver it in the Involved Parties activity in
the fine-tune activity for Sales Quotes.
Changing the Output Language

You can change the output language of a quote by changing the selection in the Language field.
By default it is set by the account master data.
If you change the language after you entered already some items the description
of these items aren't translated automatically.
Please keep in mind that you can print forms only in languages for which you
have a translated form template.
Previewing a Sales Quote

1.
Open the sales quote.
2.
Actions Preview .
Choose
A new window opens with the quote as PDF document.
Creating a Follow-Up Sales Quote

1.
In the sales quote where you want to create a follow-up quote from select the Sales
Documents tab.
2.
Under Sales Quotes click New .

The data from the current quote is copied into the quick activity form.

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137
3.
Adapt the entries and select

Save Save and Open .
The system copies the whole quote including the products into a new document and
opens it.
In the old quote you can find the new quote now under Sales Documents.
4.
Now you can work with the new sales quote.
Deleting a Sales Quote

1.
Choose
2.
Click the Delete icon in the Actions column.

The sales quote is deleted in the system.
Sales
Sales Quote
and select the line of sales quote you want to delete.
Quotes that have been submitted to a customer cannot be deleted, but can be cancelled.
Cancelling a Sales Quote or a Single Item

1.
Choose
2.
To cancel the entire sales quote, choose a Reason for Rejection and save your changes.
The system sets the quote to Lost and the status to Completed.
3.
To cancel the a single item choose on the Products tab for the corresponding line item
a Reason for Rejection (hidden field in standard) and save your changes.
The system sets the status to In Process.
Sales
Sales Quote
and open quote you want to cancel.
Creating Sales Orders in an External System

In case your system is conducted with an external system, such as SAP ERP, you can create
sales orders in the external system that are replicated from sales quotes in your system. The
corresponding sales quote must be at least consistent and must have at least one product.
1.
To replicate a sales quote to a sales order in the external system select the sales quote
Actions
Create Follow-Up Document
and click
before a quote has been submitted and approved.
2.
138
. This action will only be enabled
Save your changes.

The quote has been replicated into the external system as inquiry with reference to the
sales quote.
You can find the references to the business documents, such as sales order requests
and orders, created in the ERP system on the Sales Documents tab under External
Follow-Up Documents.
If a sale quote is changed after replication, the changes are not forwarded to the
external system after the replication.
If you use incoterms in sales quotes of your system make sure that you decided
in the configuration for SAP ERP under Customers: Incoterms whether the
location for the corresponding incoterms is mandatory or not. As result of your
decision either only the field Incoterms or both, Incoterms and Incoterms
Location, must be filled in the sales quote before forwarding the quote to SAP
ERP.

Sales Features
7.10.3 Sales Quote Processing

Overview
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.
Features
You can create and edit notification rules for the handling of sales quotes in the Administrator work center
under
Workflow
Notification Rules. . For more information, see Notification Rules Quick Guide.
Directly accepted sales quote: If you don't need the acceptance by the customer afterwards you can prevent
this by streamlining your processing and prevent the whole output management after the quote was
submitted. For more information see Configuring Sales Quotes.
Process Flow
The following steps explain the typical process flow for sales quote processing. During this process, you access the
Sales work center.
1.
The sales representative creates a sales quote and enters first the account, and the products to be offered.
2.
The system uses details such as account, products, and date to calculate net value. The sales representative
can overwrite the automatically-determined prices and discounts or add further discounts and surcharges.
3.
Optionally, the sales quote may need to be approved according your approval processes, if certain thresholds
have been exceeded such as total net value or total given discounts. For more information about approval
processes, see Enabling Approval Processes.
4.
The sales quote is sent to the customer through the Submit action according to the output settings.
5.
If the account accepts the sales quote, it can be set to Won and the status changes to Completed. With an
external integration, such as SAP ERP, you can also transfer the sales quote into a sales order in the external
system through
Action
Create Sales Order .
See Also

Sales Features
139
7.11 E-Mail
7.11.1 Working from Microsoft Outlook for Sales Users
Outlook and SAP Cloud for Customer. After installing the add-in, you can do the tasks listed below right from
Microsoft Outlook.
2013.
Prerequisites
You have installed the SAP Cloud for Customer Add-In for Microsoft Outlook locally on your computer and made the
appropriate settings. For more information, see Setting Up the Add-In for Microsoft Outlook [page 60].
Tasks
Logging On to SAP Cloud for Customer From Microsoft Outlook
1.
In Microsoft Outlook, under SAP Cloud for Customer, click the button to log on to SAP Cloud for Customer.
2.
In the dialog box that appears, select the row displaying the system where your SAP Cloud for Customer
system is located and choose OK.
The logon is certificate-based and runs automatically in the background.
Your Microsoft Outlook is now connected with the SAP Cloud for Customer system that you selected.
3.
If there is a problem with the certificate for your user, or if you are not working with certificates, a dialog box
appears, where you can enter your user ID and password.
Enter your URL in the SAP System field, leaving out the path or directory information at the end of the URL.
For example, you log on with URL http://Test.sap.corp:7000, and not http://Test.sap.corp:
7000/irj/portal.
You can confirm that you have logged on to the system by checking the title of the button that you used to
log on. If the text has switched to Log Off, you have logged on successfully.
When you are working offline and cannot log on to the system, any changes to relevant e-mails,
appointments, and tasks, or new items for synchronization to SAP Cloud for Customer are kept in a
pool in Microsoft Outlook. Actual synchronization of these items occurs automatically as soon as you
log on to SAP Cloud for Customer using the add-in.
If you are logged on to SAP Cloud for Customer with the add-in for many hours without any action,
you may receive an authorization error when trying to use a Microsoft Outlook integration function.
In this case, your user cookies may have expired. Simply log off and log on again.
Synchronization of Contacts and Accounts

To ensure that your contacts appear in Microsoft Outlook and are synchronized in the future, we
recommend that you add them to your Microsoft Outlook. For more information, see section Adding
Contacts from SAP Cloud for Customer into Microsoft Outlook.
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Viewing SAP Cloud for Customer Information

When you select an e-mail from an SAP Cloud for Customer contact, information related to that contact and account
appears in the side pane. You can access contact and account information, as well as related opportunities, leads,
and activities for the current week, and you can personalize how you would like to view the content.
From the side pane, you can do the following:
Search SAP Cloud for Customer for active contacts and accounts.
Accounts or contacts with non-active statuses, such as obsolete, blocked, or in preparation, do not
appear in Microsoft Outlook, but they are still in the system.
View information for a contact and the corresponding account by selecting an e-mail from an SAP Cloud for
Customer contact.
Within the list of Opportunities, Leads, or Recent Activities for an SAP Cloud for Customer contact, right mouse
click to select the information for each that you want to view.
Select Feed to view, post, or comment on feed updates.
Select Shelf to view your flagged and favorite items.

Items listed throughout the side pane are hyperlinks. Click an item name to open that item in SAP Cloud
for Customer.
Pinning Contact Information in the Side Pane

When you select an e-mail in your inbox from an SAP Cloud for Customer contact, the information for that contact
appears in the side pane. Selecting a message from a different SAP Cloud for Customer contact updates the
information in the side pane. If you want the information for a specific contact to remain available in the side pane,
do the following:
1.
Click the pin icon at the top of the side pane to keep this contact information available while you select other
e-mail messages.
2.
Click the pin icon again to allow the side pane to dynamically update contact information based on the
currently selected message.
Adding E-Mails for Synchronization

If you have contact information showing in the SAP Cloud for Customer side pane, you can associate an e-mail with
an opportunity, lead, sales quote, or account listed under that contact simply by using drag and drop. The e-mail is
associated automatically with the lead, opportunity, sales quote, or account in the system.
If you wish to add an e-mail for synchronization and do not have relevant contact information visible in the side pane,
proceed as follows:
1.
In Microsoft Outlook, open an existing e-mail, and under SAP Cloud for Customer, choose Add E-Mail.
You can add one or more e-mails directly, without opening them, by right-clicking on them in your inbox,
and choosing Add E-Mail.
When you create a new e-mail, you can synchronize and send it by choosing Send and Add E-Mail.
This step combines the synchronize and send steps, saving you time.
2.
Add a reference to an account, if desired.
3.
Choose Submit.
An e-mail activity is created in SAP Cloud for Customer, based on information in the Microsoft Outlook e-mail.

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141
It is not possible to create an e-mail in SAP Cloud for Customer. All new e-mails must be created in
Microsoft Outlook directly, and synchronized with SAP Cloud for Customer.
Adding Appointments for Synchronization

If you have contact information showing in the SAP Cloud for Customer side pane, you can associate an
appointment with an opportunity, lead, or account listed under that contact simply by using drag and drop.
The appointment is associated automatically with the lead, opportunity, or account.
If you wish to add an appointment for synchronization and do not have relevant contact information visible
in the side pane, proceed as follows:
You can only synchronize appointments for which you are the organizer. If you are a participant, you receive
any updates from the organizer's Outlook appointment.
1.
In your calendar in Microsoft Outlook, open an appointment and under SAP Cloud for Customer, choose Add
Appointment.
You can add an appointment directly, without opening it, by right-clicking on the appointment in your
calendar, and choosing Add Appointment.
When you create a new appointment, you can synchronize it and send it by choosing Save, Send,
and Sync Appointment. This step combines multiple steps, saving you time.
2.
3.
Choose Submit.
An appointment activity is created in SAP Cloud for Customer, based on the information in the Microsoft
Outlook appointment.
You can open, create, or edit an appointment in SAP Cloud for Customer as well. For more information, see Activities
[page 57]. To synchronize any future changes to the appointment in SAP Cloud for Customer or in Microsoft
Outlook, repeat the steps above.
It is not possible to synchronize recurring appointments.
If you add or change attendees in an SAP Cloud for Customer appointment, you can send the meeting
request as follows:
1.
Ensure that the appointment is synchronized, by repeating the steps above.
2.
Open the appointment in Microsoft Outlook and send the meeting request.
Adding Tasks for Synchronization

If you have contact information showing in the SAP Cloud for Customer side pane, you can associate a task
with an opportunity, lead, or account listed under that contact simply by using drag and drop. The task is
associated automatically with the lead, opportunity, or account.
If you wish to add a task for synchronization and do not have relevant contact information visible in the side
pane, proceed as follows:
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Sales Features
1.
In Microsoft Outlook, open a task in your To-Do List and choose

SAP Cloud for Customer Add Task .
In the task details, if you enter a name in the Company Name field, it is used as the account name in the system.
Simlarly, if you create a task in the system and synchronize it to Microsoft Outlook, the account name appears
in the task details as the company name.
2.
Add an account as a reference, if desired.
3.
Choose Submit.
A task activity is created in SAP Cloud for Customer, based on information in the Microsoft Outlook task.
You can open, create, or edit a task in SAP Cloud for Customer as well. For more information, see Activities
[page 57].
Future tasks and tasks within the last 30 days are sychronized and appear in Microsoft Outlook. Tasks older
than 30 days are no longer synchronized.
If you change a task in SAP Cloud for Customer, the changes are automatically synchronized to Microsoft
Outlook within five minutes. However, there is no automatic synchronization if you change a task in Microsoft
Outlook that has already been synchronized. In this case, open the task in Microsoft Outlook, make your
changes, and then choose Add Task to trigger synchronization to SAP Cloud for Customer.
Adding Appointments, Tasks, and E-Mails with Reference

You can add e-mails, appointments, and tasks with reference to any of your SAP Cloud for Customer accounts,
opportunities, or leads. In the steps listed below, an e-mail activity is used as an example, but the steps are similar
for all activity types.
If you have contact information showing in the SAP Cloud for Customer side pane, you can associate an email, appointment, or task to an opportunity, lead, or account listed under that contact simply by using
drag and drop. The activity is associated automatically with the lead, opportunity, or account.
If you wish to add an e-mail, appointment, or task for synchronization and do not have relevant contact
information visible in the side pane, proceed as follows:
To add an activity with reference to an account or campaign, proceed as follows:
1.
In Microsoft Outlook, to synchronize an e-mail to SAP Cloud for Customer, open an e-mail and under SAP
Cloud for Customer, choose Add E-Mail.
2.
Add Reference Account or

Add Reference Campaign .
Choose
You can also search for another account and add the e-mail with that account as a reference.
3.
An e-mail activity is created automatically in SAP Cloud for Customer under the account that you chose.
To add an activity with reference to an opportunity or lead, proceed as follows:

To add a reference to an opportunity or lead, you must first add a reference to an account.
1.
In Microsoft Outlook, to synchronize an e-mail to SAP Cloud for Customer, open an e-mail and under SAP
Cloud for Customer, choose Add E-Mail.
2.
Choose
3.
Add a reference to an opportunity or lead.

When you search for the opportunity or lead, the results list displays the opportunities or leads that are
associated with the referenced account.
4.
Select the relevant item from the resulting list.
Add Reference

Sales Features
Account .
143
5.
The e-mail is copied automatically into SAP Cloud for Customer and appears in the opportunity or lead that
you selected.
You can also drag individual e-mails, appointments, or tasks and drop them on an account, lead, or
opportunity saved in your shelf to associate the items.
Displaying Synchronized Appointments, Tasks, or E-Mails in SAP Cloud for Customer

1.
In SAP Cloud for Customer, go to Activities.
2.
Choose the Appointments, Tasks, or E-Mails subview.

The appointment, task, or e-mail that you synchronized from Microsoft Outlook appears in SAP Cloud for
Customer in theActivities tab.
If you added an account, opportunity, contact, or lead as a reference, it also appears in the item view for that item.
Cancelling Appointments
Unlike deleted appointments, canceled appointments still appear in the system, which means you can use them to
track appointments that were originally scheduled but not completed.
When you cancel your appointment in the system, it is synchronized with Outlook as described in section Adding
Appointments for Synchronization.
Following synchronization, in Outlook, cancellations are sent to the participants and the meeting is deleted from
Outlook.
You can only cancel appointments from the system. If you delete an appointment from Outlook, after
synchronization, it appears in the system as deleted.
Deleting Appointments or Tasks

In the steps listed below, an appointment is used as an example, but the steps are similar for both appointments and
tasks.
1.
In Microsoft Outlook, open the appointment you want to delete.

You can only synchronize appointments for which you are the organizer. If you are a participant, you
receive any updates from the organizer's Outlook appointment.
2.
Choose
Delete Appointment .
You can only delete appointments or tasks that have been synchronized.
For appointments and tasks that were previously synchronized, the deletion is synchronized in both Microsoft
Creating Accounts or Contacts

1.
In Microsoft Outlook, go to the contacts view.
2.
In the navigation pane under My Contacts, choose the SAP Cloud for Customer folder for contacts.
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Sales Features
3.
Choose New Contact.
4.
Enter the information for the contact person.
5.
As you enter a new contact, you can check for duplicates.

If a contact with a similar name, e-mail, or address is found in your system, you can download it into Outlook.
6.
Under SAP Cloud for Customer, choose Add Contact. In the screen that appears, search for and select an
existing account.
7.
If the account that you need does not exist, create a new account by entering information in the required
fields.
8.
Assign the account to the contact and save your entries.

Accounts created directly in the Accounts from SAP Cloud for Customer folder cannot be synchronized.
Accounts can only be created from the contact area. However, once the account is created in the system,
after the next synchronization, it appears in the accounts folder.
To synchronize this contact and its associated account with SAP Cloud for Customer, choose
Contact
Add
Submit .
The user who creates and synchronizes a new account from Microsoft Outlook is automatically the owner
for that account.
The ability to create and synchronize accounts and contacts depends on your system authorizations, as
well as your synchronization settings. If you have any questions or difficulties, contact your administrator.
Adding Contacts from SAP Cloud for Customer into Microsoft Outlook
To download all your contacts from the system to Microsoft Outlook at once, in the SAP Cloud for Customer AddIn toolbar, choose Settings, make the appropriate selections for initial synchronization, and choose
Download Contacts .
To download individual contacts, do as follows:
1.
In Microsoft Outlook, on the SAP Cloud for Customer side pane, on the Contacts tab, search for a contact
name.
A list of contacts found in SAP Cloud for Customer appears in the side pane.
2.
Select the contact that you want to add to your contacts in Microsoft Outlook and choose Click to Save
Contact.
The contact information is transferred from SAP Cloud for Customer and appears in your contacts in
Microsoft Outlook.
Working with Feed Updates

If you enable SAP JAM in SAP Cloud for Customer, the feed tab in the Microsoft Outlook side pane displays
the last feeds before you switched to SAP JAM. It is not possible to see feed posts from SAP JAM in the side
pane at this time.
1.
Select Feed in the side pane, where you can do the following:
Display the feed updates that are in SAP Cloud for Customer for the relevant contact and account.
Enter a new feed update just like you would in SAP Cloud for Customer.
Feed updates are synchronized automatically, so your feed update also appears in SAP Cloud for
Customer.

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A feed update entered for an account references the account, and a feed update entered for a
contact references the contact, similar to entering a feed update in the account or contact item
view.
Enter comments on a feed update.
Repost a feed update.
Accept or decline a follow request.
Click a link to go to SAP Cloud for Customer.
Displaying Synchronization Details for an Item

1.
Open the item in Microsoft Outlook.
2.
In the bottom frame of the item, in the Details SAP Cloud for Customer section, click the link.
Removing E-Mails from SAP Cloud for Customer

You can remove an e-mail message from SAP Cloud for Customer (browser only) if you linked it to the SAP system
originally. The e-mail is not deleted: it still exists in Microsoft Outlook. The link to that e-mail is simply removed from
SAP Cloud for Customer.
To remove e-mails from SAP Cloud for Customer, under Activities, hover over an e-mail and choose Remove.
7.11.2 Working from IBM Lotus Notes

The SAP Cloud for Customer Add-In for IBM Lotus Notes allows you to exchange information between IBM Lotus
Notes and SAP Cloud for Customer. After installing the add-in, you can do the following tasks right from IBM Lotus
Notes.
IBM Lotus Notes integration supports IBM Lotus Notes 8.5.x.
IBM Lotus Notes integration does not support business-to-consumer (B2C) service processes, such as those
involving individual customers, in SAP Cloud for Social Engagement and SAP Cloud for Service. IBM Lotus
Notes integration is supported for business-to-business (B2B) service processes, such as those involving
accounts and contacts.
Prerequisites
IBM Lotus Notes has been installed, set up, and configured on your computer.
To allow IBM Lotus Notes to accept plug-ins, you have added the following line to your
plugin_customization.ini file:
com.ibm.notes.branding/enable.update.ui=true
If you are using the Microsoft Windows 7 operating system, to avoid permission errors, run notepad
as an administrator and edit the .ini file as follows:
146
1.
Search programs and files for notepad.
2.
When the notepad text editor appears, run it as administrator.
3.
In notepad, open your IBM Lotus Notes .ini file, make the changes directly, and save.

Sales Features
Tasks
Installing the Add-In for IBM Lotus Notes
Each user who wants to use SAP Cloud for Customer functions from IBM Lotus Notes must install the add-in on his
or her computer. To download the add-in, you must have administrative rights on the computer.
To avoid compatibility issues with previous releases, make sure that you have installed the latest version
of the add-in.
1.
2.
Download the add-in for IBM Lotus Notes.

The add-on for IBM Lotus Notes is a zip file.
3.
Save the zip file locally.
4.
In IBM Lotus Notes, go to the application install step and use the option to search for new features to install.
5.
Add to the location of the zip file that you just downloaded.
6.
Follow the on-screen instructions to complete the installation.
7.
To activate the plug-in, restart IBM Lotus Notes.
Making Settings for SAP Cloud for Customer Add-In for IBM Lotus Notes
You can make the following settings for the SAP Cloud for Customer sidebar in IBM Lotus Notes:
Synchronization
Enable automatic synchronization to exchange data from IBM Lotus Notes to SAP Cloud for Customer
for the items listed in this section.
Set up the timing for synchronization.
User interface settings

Select the sections you want to see in the SAP Cloud for Customer sidebar.
Advanced
Configure the appearance of notifications.
Logging On to SAP Cloud for Customer From IBM Lotus Notes

1.
From the SAP Cloud for Customer sidebar in IBM Lotus Notes, enter your URL of the SAP system.
Leave out the path or directory information at the end of the URL, and end the URL with .com. For
example, you on log on with URL: http://Test.sap.com and not http://Test.sap.com:7000/
iri/portal.
2.
Enter the user name and password.

If you choose the options for remembering your password and automatic login, you will stay logged on
automatically with the same user name and password in the system.
Your IBM Lotus Notes is now connected with the SAP Cloud for Customer system that you selected.

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pool in IBM Lotus Notes. Actual synchronization of these items occurs automatically as soon as you
you may receive an authorization error when trying to use an IBM Lotus Notes integration function.
Running Initial Synchronization for Contacts and Accounts

The system synchronizes to and from IBM Lotus Notes any contacts that have been assigned to your accounts in
the SAP Cloud for Customer system. To access an account's contacts, you must be on that account's team, or
assigned as an owner.
To synchronize all contacts and accounts from SAP Cloud for Customer to IBM Lotus Notes, proceed as follows:
Prerequisite: In IBM Lotus Notes on the SAP Cloud for Customer sidebar, make the appropriate settings for
contacts, appointments, and tasks.
1.
From IBM Lotus Notes, choose
2.
A progress bar appears in the system tray area.
3.
When the synchronization is complete, folders for accounts and contacts in SAP Cloud for Customer are
available in the contacts within IBM Lotus Notes.
Sync Now .
The system synchronizes all of your accounts and contacts to IBM Lotus Notes and groups them into folders for
SAP Cloud for Customer accounts and contacts. Any future changes to these contacts or accounts in SAP Cloud for
Customer or in IBM Lotus Notes are handled as follows:
Changes to contacts in IBM Lotus Notes are synchronized with SAP Cloud for Customer.
To synchronize contacts, they must be assigned to an account.
Although it is possible to delete a contact both in IBM Lotus Notes and in SAP Cloud for Customer, the deletion
is not synchronized. If required, you must manually delete the contact in the opposite system.
Changes to accounts must be made in SAP Cloud for Customer directly. During the next synchronization,
these changes will be updated in IBM Lotus Notes.
Viewing SAP Cloud for Customer Information

When you select an e-mail from a person who is also listed as one of your contacts in SAP Cloud for Customer,
information related to that contact and account appears in the sidebar. You can access contact and account
information, as well as related opportunities, leads, and activities for the current week, and you can personalize how
you would like to view the content. From the sidebar, you can search SAP Cloud for Customer contacts.
To see information for a contact or account, select an e-mail from a person who is also listed as one of your
contacts in SAP Cloud for Customer.
Other information that may appear in the sidebar for contacts includes opportunities, leads, and recent
activities.
Any hyperlinks that appear in the sidebar are shortcuts to items in SAP Cloud for Customer. To open the
item in SAP Cloud for Customer, click the link.
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Adding E-Mail for Synchronization

In IBM Lotus Notes, if you have contact information showing in the SAP Cloud for Customer sidebar, you
can simply use drag and drop to associate an e-mail with an opportunity, lead, or account listed in the SAP
Cloud for Customer sidebar for that contact.
If you wish to add an e-mail for synchronization and do not have relevant contact information visible in the
sidebar, use the following procedure.
1.
In IBM Lotus Notes, select an e-mail, right click it, and add the e-mail to SAP Cloud for Customer.
2.
Add a reference to an account, opportunity, or lead.
3.
Submit your changes.

An e-mail activity is created in SAP Cloud for Customer, based on information in the IBM Lotus Notes e-mail.
It is not possible to create an e-mail in SAP Customer. All new e-mails must be created in IBM Lotus Notes
directly, and synchronized with SAP Cloud for Customer.

can simply use drag and drop to associate an appointment with an opportunity, lead, or account listed under
that contact.
If you wish to add an appointment for synchronization and do not have relevant contact information visible
in the sidebar, use the following procedure.
1.
In your calendar in IBM Lotus Notes, select an appointment, right-click it, and add the appointment to SAP
Cloud for Customer.
2.
Add a reference to an account, opportunity, or lead.
3.

An appointment activity is created in SAP Cloud for Customer, based on the information in the IBM Lotus
Notes appointment.
[page 57]. To synchronize any future changes to the appointment in SAP Cloud for Customer or in IBM Lotus Notes,
repeat the steps above.
If you maintain attendees in an SAP Cloud for Customer appointment, you can send the meeting request
as follows:
1.
Ensure that the appointment is synchronized by repeating the steps above.
2.
Open the appointment in IBM Lotus Notes and send the meeting request.

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149

can simply use drag and drop to associate a task with an opportunity, lead, or account listed under that
contact.
If you wish to add a task for synchronization and do not have relevant contact information visible in the
sidebar, use the following procedure.
1.
In IBM Lotus Notes, select a task in your to-do list, right-click it, and add the task to SAP Cloud for Customer.
2.
Add an account, opportunity, or lead as a reference.
3.

A task activity is created in SAP Cloud for Customer, based on information in the IBM Lotus Notes task.
[page 57].
If you change a task, the changes are automatically synchronized to when you save your changes.
Displaying Synchronized Appointments, Tasks, or E-Mails in SAP Cloud for Customer

1.
2.
In SAP Cloud for Customer, choose one of the following, depending on the activity:
Activities
Appointments
Activities
Tasks
Activities
E-Mails
The appointment, task, or e-mail that you synchronized from IBM Lotus Notes appears in SAP Cloud for
Customer in the Activities view. If you added an account, opportunity, contact, or lead as a reference, it also
appears in the item view for that item.

tasks.
1.
In IBM Lotus Notes, select the appointment or task that you want to delete.
2.
Delete the appointment.
For appointments and tasks that were previously synchronized, the deletion is synchronized in both IBM Lotus Notes
and SAP Cloud for Customer.
Creating Accounts or Contacts

1.
In IBM Lotus Notes, under contacts, go to the SAP Cloud for Customer folder for contacts.
2.
Create a new contact.
3.
Enter the information for the contact person.
4.
Save and close.

Accounts can be only created directly in SAP Cloud for Customer. However, once the account is created in
the SAP Cloud for Customer, after the next synchronization, it appears in IBM Lotus Notes in the SAP Cloud
for Customer folder for accounts.
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Sales Features
The ability to synchronize accounts and contacts depends on your user authorizations, as well as your
synchronization settings. If you have any questions or difficulties, contact your administrator.
Editing Settings for Synchronization

1.
To change the settings for your synchronization updates for accounts, contacts, tasks, and appointments
from IBM Lotus Notes to SAP Cloud for Customer, do the following:
In IBM Lotus Notes on the SAP Cloud for Customer sidebar, make the appropriate settings for contacts,
appointments, and tasks.
Enable automatic synchronization and define a time period.
Removing E-Mails from SAP Cloud for Customer

You can remove an e-mail message from SAP Cloud for Customer (browser only) if you linked it to the SAP system
originally. The e-mail is not deleted; it still exists in its original e-mail system from which it was synchronized with the
SAP system (IBM Lotus Notes or Microsoft Outlook). The link to that e-mail is simply removed from SAP Cloud for
Customer.
To remove e-mails from SAP Cloud for Customer, under Activities, hover on an e-mail and in the Actions column,
choose Remove.
Uninstalling the Add-In for Lotus Notes

1.
To uninstall the SAP Cloud for Customer sidebar plug-in from IBM Lotus Notes sidebar plug-in, use the
application management function within IBM Lotus Notes.
2.
Find the SAP Cloud for Customer add-in feature.
3.
Uninstall the add-in.
4.
Restart IBM Lotus Notes.

The SAP Cloud for Customer add-in no longer appears as a sidebar in IBM Lotus Notes.
7.12 Forecasts
On the Forecasts tab, sales representatives and sales managers can create forecasts in multiple dimensions
including product and product category on the basis of accounts, opportunities, employees and sales
organizations.
If Territory Management is active, then forecasts can also be created on the basis of territories.
Like sales representatives and sales managers, administrators can also create forecasts, as summarized in the
following table:

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151
Forecast Authorizations by Functional Role
Functional Role
Forecast Authorizations
Sales Representative Sales representatives can create opportunity forecasts or product forecasts; for either forecast type,
they can enter forecast data, select forecast dimensions and maintain forecast values at the selected
dimension level. They can also submit forecasts of either type for aggregation into the forecasts of
their managers, and adjust and re-submit any forecasts that their managers have identified to require
revision.
Sales Manager
Sales managers can create, in addition to opportunity forecasts and product forecasts, opportunity
aggregate forecasts and product aggregate forecasts. They can also return for revision forecasts that
their sales representatives have submitted, and that require adjustment. By means of the forecasts
their sales representatives have submitted, sales managers can create opportunity aggregate
forecasts and product aggregate forecasts at selected forecast levels.
Administrator
Administrators can create forecasts for any other user in the system, although they can only create
aggregate forecasts of either type for sales managers. Administrators can also modify any forecast
that has been created by any sales representative or any sales manager.
Sales representatives submit new forecasts to sales managers, who can request revised forecasts, if required. When
the revised forecasts are complete, sales representatives can submit them to their managers anew. Version
management enables sales representatives and sales managers to keep track of any revisions that have occurred
in their respective forecasts.
Tasks
Choosing Forecast Filters
Forecasts are displayed in one of two standard filters: My Forecasts, and My Team's Forecasts. You can modify the
range of forecasts to display by selecting among these filters. The default filter is My Forecasts.
Displaying Forecasts and Forecast Data

To display a forecast, rest the cursor on the Name of any forecast. In response, the system will display the forecast
(and its details) in quick view.
To display the data that is associated with a forecast, click on the icon that is displayed for the forecast in the Data
column. In response, the system will open the forecast in Microsoft Excel , where the data associated with the
forecast is displayed.
Forecast data is displayed by means of Microsoft Excel. Therefore, if you wish to display forecast data, you are
required to use Microsoft Excel.
To use Microsoft Excel with your solution, ensure that the Add-In for Microsoft Excel is correctly installed, as follows:
1.
Choose Download, then download the Add-In for Microsoft Excel.
2.
Run the installation and setup wizards that appear.
3.
Open Microsoft Excel, then ensure that the add-in is active. If needed, consult the documentation in Microsoft
Excel 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 the
documentation in your Web browser for additional information.
Forecasts are summarized in relation to the following columns:
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Sales Features
From
To
Level
Status
Owner
Sales Unit
Revenue
Latest Version
The entries in the From and To columns indicate, respectively, the year-month combination for which the forecast
begins and ends for example, from 201301 to 201312. The entries in the Level column indicate whether the
forecasts at hand are an opportunity forecast, a product forecast, or an aggregate forecast of either type.
Creating Forecasts
1.
Select
2.
Choose New; this option appears above the Search this view field.
Sales
Forecasts .
You can also choose New Sales Forecast from the toolbar. For more information, see Options for
Creating Items.
3.
4.
Enter the Name of the forecast, along with the following data:
a.
Currency, if desired.
b.
Under From Year-Month, the year and month in which the forecast should begin.
c.
Under To Year-Month, the year and month in which the forecast should end.
d.
Level.
e.
Source, if desired.
Save your entries. For a description of the available save options, see Save Options.
Upon completing this procedure, the newly created forecast appears in the Forecasts tab, and is assigned the status
In Preparation.
At the appropriate time, the forecast can be submitted for aggregation into the forecasts of the sales manager.
Submitting New Forecasts

Sales representatives can submit new forecasts for consideration in the aggregate forecasts of their sales managers,
as follows:
1.
Select
2.
Rest the cursor on the Name of the new forecast with status In Preparation to be submitted.
In response, the item details of the forecast are displayed in quick view.
3.
Choose Open to open the forecast, then choose
Sales
Forecasts .
Actions
Submit
within the item header.
Upon completing this procedure, the status of the forecast changes to Submitted. The submitted forecast will be
included for aggregation into the forecasts of the corresponding sales manager.
If the sales manager is not satisfied with the forecast as submitted, he or she may request revision from the sales
representative. If such a revision is requested, the status of the forecast changes to In Revision, and the sales
representative must submit a revised forecast.
Revising Forecasts
Sales managers can request revision of the forecasts that are submitted by their sales representatives, as follows:
1.
Select
2.
Rest the cursor on the Name of the forecast with status Submitted.
3.
Choose Open to open the forecast, then choose
Sales
Forecasts .

Sales Features
Actions
Revise
within the item header.
153
Upon completing this procedure, the status of the forecast changes to In Revision. The sales representative can now
submit a revised forecast.
Submitting Revised Forecasts

Sales representatives can submit revised forecasts for renewed consideration in the aggregate forecasts of their
sales managers, as follows:
1.
Select
2.
Rest the cursor on the Name of the forecast with status In Revision, indicating that the sales manager has
requested a revision of the forecast.
3.
In quick view, choose Open to open the forecast.

In response, the item details of the forecast are displayed.
4.
Select the Versions tab.

In response, an overview of the versions of this forecast is displayed.
5.
Choose Add.
6.
In the resultant dialog, specify the revised forecast, then choose Save.
7.
Within the item header, choose
Sales
Forecasts .
Actions
Submit
Upon completing this procedure, the status of the forecast changes to Submitted. The submitted forecast will be
included for aggregation into the forecasts of the corresponding sales manager.
If the sales manager is not satisfied with the revised forecast as submitted, he or she may request revision again
from the sales representative. If such a revision is again requested, the status of the forecast changes to In
Revision again, and the sales representative must repeat the procedure above to submit another revised forecast.
See Also
7.13 Territories
Provided that Territory Management is active in your solution, sales administrators can create sales territories and
organize them into hierarchies, which are used to delegate responsibility for each sales territory to the appropriate
sales representatives. Sales administrators perform all associated tasks under
Sales
Territories .
7.14 Sales Target Planning

Sales planning functions are performed 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
[page 174].
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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 companys planning and budgeting tasks. Compared with traditional spreadsheetbased approaches, the system's planning features improve the efficiency and quality of the planning process by
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
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.
Sales
Sales Target Planning
New .
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 wizard.

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155
Editing a Sales Plan Structure

1.
To edit sales plan data in Microsoft Excel, select the appropriate plan.
Before you use Microsoft Excel to edit sales plan data, choose Download to download the Add-In for
Microsoft Excel.
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 Cloud for Customer 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.
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 Cloud for Customer 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 Cloud for Customer tab.
Activating a Sales Plan

1.
Select the sales target plan under
2.
Change Status Active .

Select
The plan is now activated.
New
Sales Target Planning .
See Also
About Analysis [page 172]
7.15 Analysis
7.15.1 Analysis for HTML5 for SAP Cloud for Sales
7.15.1.1 Using Interactive Dashboards
Interactive dashboards allow you to get a big picture of your data, then zoom in by selecting a chart element, or by
selecting specific characteristics, and applying filters. You access interactive dashboards on your browser, or with
the SAP Customer Insight iPad app.
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Sales Features
Tasks
Accessing Dashboards
Browser
1.
Choose the Analysis tab.
2.
Choose Dashboard.
3.
Select the desired dashboard from the menu.
SAP Customer Insight for iPad app

1.
Choose the sprocket icon at the upper right corner of the screen.
2.
Choose Dashboard.
3.
Select the desired dashboard from the menu.
Configuring a Chart
You have several options to control how the chart data appears on screen.
Select a chart type from the settings menu.
Show or hide the chart legend. Find this option in the Settings menu on the browser, or on SAP Customer
Insight for iPad, choose the small icon at the upper left of the chart.
Choose a data element on a chart and linked reports update to reflect your selection. For example choose a
specific bar in a bar chart, and linked reports on the dashboard update to show data from the selected element.
Drill Down and Filtering Data

Drill down and filter chart data to expose the information most relevant for you.
1.
Open the drill down pane for a chart by choosing the drill down icon.
2.
Select Drill Down , then select the desired characteristics.

The chart updates immediately to reflect your selections.
Linked charts do not update when the drill down pane is open.
Choose Reset Dashboard to remove drill down characteristics and filters from all charts on the current
dashboard.
(On SAP Customer Insight for iPad, from the dashboard list menu, choose Reset Current Dashboard.)
Annotating and E-Mailing Dashboards

If you are viewing the dashboard on the SAP Customer Insight for iPad app, you can add annotations and send an
image of the annotated dashboard as an attachment via e-mail.
1.
Choose Annotation from the Action menu.

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157
2.
Select a color for freehand markup, or select the note icon to enter a text note.
3.
Draw your markup or enter text.
4.
Choose Send as E-Mail from the Actions menu to send an image of the annotated dashboard as an attachment.
5.
Choose Cancel to exit annotation mode.
7.15.1.2 Charts
Overview
When you work with reports, you can choose from a range of charts to display data.
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.
Troubleshooting
There may be other reasons why a chart cannot be displayed. See the following list of possible issues:
Chart not possible; hierarchy on characteristic is active.

There is a characteristic in rows for which a display hierarchy is active.
1.
Check the characteristics under Row Fields by clicking the characteristics and choosing Settings.
2.
On the General tab page, from the Display Hierarchy dropdown list, select Do Not Show.
Chart not possible; arrange as hierarchy is active.

1.
The table setting Arrange As Hierarchy is active. From the sprocket icon, select Table Settings.
2.
On the following screen, from the Arrange As Hierarchy dropdown list, select None.
Chart not possible; multiple units of measure are used.

The key figures displayed have different units of measure.
Check which units of measure are used and determine if all key figures are necessary for the chart. If all
key figures are not necessary, remove the relevant key figures so that the units of measure match for
the key figures displayed. For example, there are quantity and currency units of measure. You only really
need the quantity key figures so you remove the currency key figures.
If you only have key figures with currencies, check if the currencies are the same. If the currencies are
different, You can, for example, use the Display Currency variable. Click the pencil icon next to the
Selection dropdown list, If the Display Currency variable is available, set the value accordingly.
Chart not possible; key figures are in rows or characteristics are in columns.
Ensure that the key figures are in columns and the characteristics are in rows. Under columns, you can have
a characteristic, but only above the key figures.
Chart not possible; no key figure selected.

Ensure that you have at least one key figure in columns.
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Sales Features
Chart not possible; no characteristic selected.

Ensure that you have at least one characteristic in rows.
Types of Charts
The examples in the charts are based on the following set of hypothetical data.
Example of data in a report
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.

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 2003.
The Y axis shows product categories.
Example of a bar chart

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159
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.

The X axis shows product categories.
The Y axis shows net sales for 2002 and 2003.
Example of a 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.

You want to visualize the trend in invoiced quantity for your product categories.
The Y axis shows invoiced quantities for 2002 and 2003.
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Sales Features
Example of a line 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.
Example of a stacked column 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.

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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.
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.
Example of a 100 percent stacked bar 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.
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Sales Features
Example of a 100 percent stacked column chart
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 2002.
Example of a pie chart
Donut
The donut chart is similar to a pie chart in that it shows values as segments. The segments represent values in rows.
The size of the segments represent the values in columns as a percent of the whole.

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Example of a donut chart
Bubble
Shows relationships between data set values by the size of the bubble.
Example of a bubble 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.

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.
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Example of a scatter chart
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 2002.
The Y axis shows net sales.
Example of an area chart

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7.15.1.3 Reporting
When working the reports, the reporting functions of screens built in HTML5 provide business users with easier
access to everyday functions, such as filtering or adding or removing characteristics and key figures.
The layout of the report, whether table or chart, has been initially defined.
Analzying Reports
Toolbar Functions
166
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.
To view and edit the report view, click the pencil icon next to the dropdown list. The following table provides an
overview of the available functions:
Function
Description
View dropdown
list
Enables you to select a report view.
Report Default
Makes the current report view the default when opening the report.
Rename
Renames the current report view.
Delete
Deletes report views created by you. Note that you cannot delete report views delivered by SAP or report
views created by your administrator.
Save
Save the report view .
Save As
Saves the current report view as a new report view.
Defer Refresh
If you want to make several changes to the report layout, we recommend deferring the refresh of the
layout. When you click Defer Refresh, all other functions are inactive until you switch off Defer Refresh.
Add Fields
Add characteristic attributes to and remove them from the report view 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 to add to or to remove from the report view. 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. When you add and remove fields, the system modifies the current report
view. The characteristic attributes are then available. You can then add the new fields to rows and
columns and save the personalized report view.

Sales Features
Function
Description
Available Fields
Shows the characteristics and key figures that are available with the report view. By clicking an available
characteristic, a check is displayed next to the characteristic, and the characteristic is added to rows.
Row Fields
By clicking a characteristic under Row Fields, you can move the characteristic to Column Fields or back
to Available Fields. You can also make settings for the characteristic. For information about characteristic
settings, see here.
Column Fields
By clicking Key Figure, you can move the key figures to Column Fields or back to Available Fields. You can
also make settings for the characteristic. For information about key figure settings, see here.
You can also create exceptions and conditions. If you have an active condition, a filter icon appears next
to the name of the report view.
For information about exceptions, see here.
For information about conditions, see here.
Selection
Shows the set of variables available for the report and any defined value selections currently used. The dropdown
list shows the selection available with the corresponding report.
To view and edit the selection, click the pencil icon next to the dropdown list. The following table provides an
overview of the available functions:
Function
Description
Selection
dropdown
list
Enables you to choose a selection.
Report
Default
Makes the current selection the default when opening the report.
View
Default
Makes the current selection the default when opening the report view.
Rename
Renames the current selection.
Delete
Deletes the selection created by you. Note that you cannot delete selections delivered by SAP or created by
your administrator.
Save
Save the current selection.
Save As
When you save a new selection, you have the option of saving the time characteristics of the selection as
relative. By clicking Save Time Characteristics as Relative, the new values for time variables are calculated
depending on the date when you saved the selection and when you next open the selection. The following
graphic provides an example:
Example of saving time characteristics as relative
Show
You can also decide if you want to display text descriptions for values. For example, the Project Status variable
Description has been restricted to the value 5. By clicking Show Description, under the entry field, the description Started
is displayed.

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Function
Description
Add Fields
Add characteristic attributes to and remove them from the report view 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 to add to or to remove from the report view. 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. When you add and remove fields, the system modifies the current report view. The
characteristic attributes are then available. You can then add the new fields to rows and columns and save the
personalized report view.
For information about making value selection, see the section in this document called Working with Selections.
Refresh
By clicking the icon to the right of the Selection dropdown list, you can refresh the data and display of the report.
Display Format
You can switch formats between table and chart. Note that in some cases, you cannot switch the display format,
for example, if your report contains a hierarchy.
Further functions
By clicking the sprocket icon, the following functions are available.
168
Setting
Description
Report Header
Displays values that have been set for variables in the selection. If available, any
information and warnings are also displayed. For example, if the display currency is
set using key figure settings or variables.
By clicking Technical Information, you can also view further information, such as the
access context of the report and the data source that serves as a basis for the report
data.
Download
Exports the report data to Microsoft Excel in XML format in read only mode. The
export is useful if you want to use Microsoft Excel functions to analyze report data.
Note that when you open the export, there is no longer a connection to the system,
even if you view the report data on the SAP add-in for Microsoft Excel ribbon.
You can also download data sources and reports 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.
Start Options
You can decide if you want to show the Selection area and if you want to start the report.

Sales Features
Setting
Table Settings
Description
Freeze Header Columns

You can freeze the headers of columns so that the headers are still displayed
while scrolling.
Table Design
You can choose between a standard white background or alternating between
white and blue.
Grid lines
You can decide if you want horizontal or vertical grid lines, both, or none.
Result Rows and Columns

You can decide if you want result rows or columns displayed as the first or last
entry in a row and/or displayed in the first or last column.
Display Repeated Texts

You can specify whether every instance of a characteristic value is displayed
in a row or column.
Display Scaling Factors

Use the dropdown list to set a scaling factor of 1 to ten billion
(10,000,000,000).
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
You can decide between standard and cascading. If you choose standard,
characteristics are arranged in a hierarchy; any characteristic attributes are
arranged in rows or columns. If you choose cascading, characteristics are
arranged in a hierarchy; any characteristic attributes are arranged individual
columns or rows.
Hierarchy Initial Expansion

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.
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.
Chart Types
For information about the different chart types available, see Charts [page 158].
Send
You can send the report as an e-mail attachment or as a link.
Microsoft Excel
You can view and edit the report using the SAP add-in for Microsoft Excel.
Working with Selections

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.
When you open a report, the data displayed in the report is restricted to the value selections set using variables in the
Selections area. You can display the Selections area by clicking the pencil icon next to the Selection dropdown list box.
Making Value Selections
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169
Note that you must specify a value for all mandatory variables. In the system, mandatory variables are indicated by an
asterisk (*).
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.
You can either 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 500001 (You cannot enter Miller and Son).
You therefore enter 500001 in the Supplier variable field.
You can add further values by clicking the plus icon to the right of the entry field. If the variable supports operators, such
as greater than or less than, a dropdown list box is displayed.
Value Selection Help
The type of value entry allowed depends on how the content has been defined. For example, if you can select single values,
multiple values, or set an interval.
The following options are available depending on the variable.
Allowed Value Entry
Description
Single value
Allows you to select one value.
One or more values
Allows you to select one or more values separated by semi-colons.
One or more values with an operator
Allows you to select one or more values with an operator such as greater than or less than.
Note that the between operator is .., the unequal operator is <>.
Interval
Allows you to select a single or interval value, for example, 100 or 19494 .. 4343434.
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.
Expand the following table to view some 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.
When making value entries, note that you can choose either a relative select or other entries but not both.
Functions in the Content Area

Many of the functions in the content area of the report are available from the column headers of the report. The functions
available differ for characteristics and key figures. To display the functions, click the column headers.
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Functions for Characteristics
Function
Use
Sort
Click the arrow next to the characteristic to sort values in ascending or descending order.
A period next to the characteristic indicates that the values are not sorted.
Display
Displays the description or ID of characteristic values.

The name of the characteristic appears in a pop-up window. You can decide to display the
description, ID, or a combination thereof.
Note that the display function is disabled if only IDs are available to display.
Subtotals
Enables you to display or hide subtotal results of key figures for characteristics.
Filter
A list of characteristic values appears in a pop-up window. You can select one or more values
by which to filter the report. You can also use the search with its auto-fill function to make
it easier to find values. Once you have set a filter, a filter icon appears next to the name of
the report view.
Add
Enables you to add a characteristic to the right of the column you click.
Remove
Enables you to remove characteristics. Note that in columns, one characteristic has to
remain.
Functions for Key figures
Function
Use
Add
Enables you to add a key figure to the right of the column you click.
Remove
Enables you to remove the key figures, even those key figures that are initially defined. Note
that one key figure has to remain.
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 Embedded Reports

Embedded reports are reports that you can find overview screens of work center views.
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.
Refresh the data.
From the sprocket icon, you can analyze the data of the report, set the refresh rate, and select a chart type.
Switch between chart and table display.

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7.15.2 About Analysis

Analytics reports condense data in your company so that you can recognize trends, compare sales results, and
estimate future performance. You can display certain information from each report in different types of charts.
You can also download reports and run ad-hoc analyses, either in your Web browser or in Microsoft Excel.
Example
Sales manager Donna Moore checks the Sales Summary chart to see whether her team is on track to
meet its total revenue goals for the current quarter. She notices that the numbers in the Sales
Summary chart seem a little low when compared to the Pipeline Forecast chart. To improve her numbers
for this quarter, she wants to find a way for her team to close more deals.
Donna checks the Pipeline Funnel chart and sees that many of the opportunities are in the initial stages.
She examines the details of this chart in the Web browser and notices that there is a large percentage of
revenue in the decision phase. She adds opportunity and account information to the chart for more detail,
and sorts the list according to revenue so that she can pinpoint the revenue that is easiest to close. She
saves this version of the report for future reference.
She notices that one of the high-revenue opportunities is supported by Michael Adams, a sales
representative who is currently working on many deals. She thinks it might be useful to add another one
of her top salespeople to this opportunity. She checks the Sales Reps by Revenue in Pipeline (Top 10)
chart and finds that Richard Wilson currently has fewer deals in the pipeline, so he should have capacity
to support Michael. She asks Richard to join Michael on this opportunity.
Ultimately, this move results in Michael and Richard closing the deal in the current quarter, improving the
overall revenue for the quarter.
The following dashboards, made up of the charts listed here, are available in SAP Cloud for Sales, under Analysis.
Dashboards can be personalized. The table below lists the standard dashboard set up shipped with SAP Cloud
for Sales.
Administrators can create custom reports that appear in the reports list. For more information, see Design Reports
Quick Guide.
Dashboard
Charts
Description
Sales Overview
Sales Summary
Total expected revenue of won opportunities in the current year, quarter, and
month
Pipeline Forecast
Total expected revenue, separated by won and open opportunities closing in the
current year
Sales by Product
Category (Top 10)
Top 10 product categories by total revenue share in won and open opportunities
closing in the current year
Competitors by
Number of Deals Lost
(Top 10)
Top 10 competitors by the number of opportunities lost over the last 12 months
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Dashboard
Charts
Description
Pipeline
Pipeline Funnel
Projected trend of expected revenue of opportunities
Pipeline by Month
Projected trend of expected revenue of opportunities closing in the next 12

months
Pipeline Health
Scorecard
Key metrics to evaluate the sales pipeline
Pipeline Progress
Current progress of the pipeline, displaying stalled and on track opportunities
Win/Loss Rate
Trend of win and loss rates over the last 12 months
Win/Loss Revenue
Trend of expected revenue of opportunities that were won and lost over the last
12 months
Loss Rate by Sales

Phase
Rate of loss of opportunities during a given sales phase
Win/Loss Reason
Number of wins and losses grouped by reason given for win/loss.
Win/Loss
Sales
Performance
Sales Reps by Revenue Top 10 sales representatives by total revenue for opportunities won in the last 12
Won (Top 10)
months
Sales Reps by Revenue Top 10 sales representatives by total revenue for open opportunities closing in
in Pipeline (Top 10)
the next 12 months
Average Sales Cycle
Average sales cycle length across all opportunities won in the last 12 months
Sales Effectiveness
Scorecard
Key metrics for evaluating the effectiveness of the sales force
Pipeline Sourcing Lead Qualification Rate Percentage distribution of qualified and unqualified leads over the last 12 months
Performance
Forecast
Lead Conversion Rate
Rate of conversion of leads to opportunities over the last 12 months
Leads by Source
Distribution of leads by source and qualification level over the last 12 months
Leads by Status
Distribution of leads by status over the last 12 months
Sales Target vs.

Pipeline
Sales target versus opportunity pipeline for the current year
My Opportunities (Top
20 by Expected
Revenue)
Top 20 opportunities owned by the user, sorted by highest expected revenue
My Progress
Consolidated view of a user's target, expected revenue and weighted revenue of

opportunities in the current year
My Opportunities (Top
20 by Closing Date)
Top 20 opportunities owned by the user, sorted by earliest close date
Forecast Metrics
Comparison of forecast against target revenue, won revenue and override

revenue (difference between pipeline revenue and forecast revenue for
opportunities in submitted forecast)
Forecast by Category
Sales forecasts distributed by forecast category
Sales Target vs.

Forecast
Sales target for the user versus the current submitted forecast
Opportunity List
List of opportunities in a user's submitted forecast
Account View
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The following charts appear in the Charts tab when you open an account:
Revenue Trend
Average Sales Cycle
Competitor View
The following charts appear in the overview information when you open a competitor:
Successful Sales Reps
Won/Lost Trend
Tasks
Personalizing Dashboards [page 174]
Viewing Reports with Web Browser Quick Filter [page 315]
Viewing Reports with the Web Browser [page 312]
Working with Reports in Microsoft Excel
Working with Sales Planning Data [page 174]
7.15.3 Personalizing Dashboards

1.
Click Personalize at the upper right of the screen.

Choose This Screen.
A list of dashboard reports appears, as well as mashups and web services. Use the filters to narrow the list,
or use search to find a specific report.
2.
Drag the report title from the list to the desired chart position.
Drop on top of an existing chart to replace the chart currently in that position; drop between charts to insert
the new chart between the existing charts.
3.
Drag and drop to rearrange the charts as desired.
4.
Click the wrench icon at the upper right of a chart to remove, rename, or resize the chart.
5.
Click Save above the reports list to save changes.

You can also click Discard to cancel changes and revert back to the previous version of the dashboard.
6.
Click the X icon at the upper right of the report list to exit Personalize mode.
7.15.4 Working with Sales Planning Data

Under Analysis, three reports enable sales representatives to work with sales planning data that has been prepared
by sales managers. The names and locations of these reports are as follows:
The first report, My Progress Current Year, appears in the Pipeline Management filter.
The second report, Sales Target/Pipeline by Month, appears in the Sales and Marketing Sales filter.
The third report, Sales Target/Pipeline by Sales Unit, also appears in the Sales and Marketing Sales filter.
To view these reports and work with their data, proceed as follows:
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Sales Features
1.
Choose
2.
Choose the sales planning report that you want to work with, as follows:
Analysis
Reports .
Pipeline Management
Sales and Marketing Sales
Sales Target/Pipeline by Month
Sales and Marketing Sales
Sales Target/Pipeline by Sales Unit
My Progress Current Year
3.
From the Actions column, open the report in the desired format.
4.
Edit or manage the sales planning report data, as required, using your preferred settings.
Sales planning functions are performed by sales managers in the Sales Planning work center. For more
information, see Sales Target Planning [page 154].
7.15.5 Projecting Sales Volume

Use What-if Analysis to project sales volume or for tactical planning to meet sales targets. What-If Analysis helps
you determine:
Which opportunities to focus on in the short term
Where to expand the portfolio to gain a higher average deal size
The number of opportunities you need in the pipeline to meet sales targets
To use What-if Analysis, do the following:

1.
Select the desired filters.

The opportunities included in the simulation appear in the list below the chart.
2.
Set the variables as desired using the sliders.

The results of the simulation appear in the chart below.
Adjust the variables to achieve the desired outcome, then plan how to achieve those changes in your pipeline.
When using What-if Analysis, consider the following points:
The maximum value for the Average Probability of Success is 100%, and you cannot lower the
probability of success below the current average. If the current average for the opportunities included
in your simulation is 100%, then the slider is inactive.
Increasing either the Average Probability or the Average Deal Size slider results in a proportional
increase of the simulated value of every opportunity. For example: if you increase the simulated average
chance of success from 50% to 80%, the simulated value of each opportunity increases by 30%. This
setting increases the simulated aggregated average chance of success to 80%, however, the simulated
chance of success for each individual opportunity will not be set to 80%, rather the current value is
increased by 30%.
What-if Analysis uses two data sources for the simulation: opportunity pipeline data and sales target
planning data. If you filter on a characteristic that is present in opportunities, but not in sales target
planning data, (sales phase, progress, opportunity, calendar quarter, account) then the sales target
planning data is excluded from the simulation. To ensure that the sales target planning data appears
in the simulation result chart, include Not Assigned as a filter value for opportunity-only parameters.

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7.15.6 Viewing Forecast Revenue

Use the forecast chart to compare forecast revenue with sales target revenue and won revenue.
To view the forecast revenue chart, do the following:
1.
Choose
2.
Use the filter to select opportunities to include in the forecast.

You can filter on time period, owner, sales unit, territory, etc.
Analysis
Forecast .
The chart area shows forecast revenue, target revenue, won revenue, and the difference between estimated revenue
from pipeline-relevant opportunities and forecast revenue. The last figure (labeled Relevant Pipeline minus
Forecast) indicates the extent of override on pipeline revenue in the forecast. A positive value here indicates a
conservative forecast, and a negative value indicates an optimistic forecast compared to pipeline revenue.
Opportunities used to generate the figures appear below the chart.
See Also
Forecasts [page 151]
7.16 Competitors and Competitor Products

7.16.1 Competitors
On the Competitors tab, you can display existing competitors, create new competitors, and set competitor statuses.
You can also display competitor details, review additional data, add and edit products in relation to competitors, and
rename and edit competitors, as required.
Once you have created a competitor, it can no longer be deleted. You can, however, set its status as
Obsolete.
As you review analytics charts and other sales data on the Competitors tab, it is important to remember that
it compares your company's results only with the results of the selected single competitor.
For example, suppose you are a sales representative at company A, and you are examining the Win/Loss
Trends chart in relation to company B, a key competitor. When you study this chart, it is important to remember
that it only reflects two types of deals:
Deals that company A won over company B
Deals that company A lost to company B
In short, the chart reflects only those deals that company A won or lost in competition with company B, rather
than all of the deals, as a whole, that company A has won or lost.
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Tasks
Creating Competitors
1.
Choose the Competitors tab.
2.
Choose New.
3.
Enter the Name and Classification of the competitor.

If desired, you also may enter the competitor's Web site.
4.
Save your entries.

Editing Competitors
You can edit competitors from the Competitor item header, as follows:
1.
Position the cursor over the information to be edited. For example, if you want to rename the competitor,
position the cursor over the Name field.
2.

3.
Save your entries.

To assign a new competitor product to a competitor, choose the Products tab within the competitor details.
On that tab, choose New, then enter the information for the competitor product.
To edit information for an existing competitor product, exit the item details, then choose
Competitors
Competitor Products .
To edit information for an existing product of your own, exit the item details and the Competitors tab, then
choose the Products tab and edit the product as described in the procedure above.
Choosing Competitor Filters

Competitors are displayed in one of three standard filters: Active Competitors, Big Threat Competitors, or All
Competitors. You can modify the range of competitors to display by selecting among these filters. The default filter
is Active Competitors.
Setting Competitor Status

From the competitor details, use the Actions menu to choose the following applicable status:
Choose
Actions Block to change the competitor status to Blocked, which will exclude the competitor
Choose
from subsequent search results. By blocking a competitor you also prevent future opportunities from being
assigned to it.
Choose Actions Set as Obsolete to change the competitor status to Obsolete. By setting a competitor
as obsolete, you also prevent future opportunities from being assigned to it.
Actions
Set as Active
to change the competitor status to Active.
You may assign a new status to a competitor at any time, as required. For example, you can set any active competitor
as obsolete, or any blocked competitor as active.

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Reviewing Tabs in Competitor Details

From the competitor details, you can select these tabs to perform additional actions. The following table summarizes
the tabs that are available:
Tab
Actions
Overview
Select Overview to see the latest updates made to the competitor, and any opportunities associated with the
competitor.
Feed
Select Feed to read any Feed updates that are associated with this competitor. For more information, see
About the Feed [page 43].
From this tab, you can also open, tag or flag Feed updates, mark them as favorites, or comment them.
Products
Select Products to view, edit or add products that are sold by your organization and that are comparable to
products your competitor sells.
For the selected competitor, the following product Information appears:
Product ID (of the competitor's product)
Description (of the competitor's product)
Own Product ID (of your product)
Description (of your product)
Product Comparison (for example, Worse than ours)
List Price/Currency
Opportunities Select Opportunities to view potential sales opportunities that are in play with this competitor.
Attachments
Select Attachments to view, edit or add attachments that relate to this competitor.
See Also
Competitor Products [page 178]
7.16.2 Competitor Products Quick Guide

The Competitor Products view enables you to create entries on competitor products and store and view detailed
information on these products. You can access this view from the Competitors work center.
In this view, you can enter comparisons between competitor products and your products. This information is
beneficial in positioning your products against the competitor. For example, if you are trying to sell a product to a
customer, you can determine how your product is performing against the competition and develop presentations
and demonstrations that highlight the benefits of your products over the competition.
On the initial screen, competitor products are displayed in List View by default. This and the Tile View provides you
with the most detailed overview. Alternatively, you have the option to display competitor products in Thumbnail
View, where you see the icon, name, and code.
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Tasks
Create Competitor Products
1.
In the Action Bar, click New.

The New Competitor Product quick create window appears.
2.
Enter the Name, Competitor, and Our Product in the appropriate fields. If additional
information is available, you can add that as well.
3.
Save your entries.

The competitor product is added to the overview.
You can also create competitor products by choosing the New Competitor Products
option from the toolbar.
Display Competitor Products

In the overview, rest your cursor on any of the entered information.
The competitor product and its information is displayed in the Quick View window.
Edit Competitor Products

1.
In the overview, or in the Quick View window, click the Name of the competitor product.
The Competitor Products Details View opens.
2.
In the Headers View, move the cursor over the field you want to edit and click the field.
3.
Make changes to the field you want to edit.
4.
Save your changes.
7.17 Partners and Partner Contacts

7.17.1 Partners
A motivated group of partners such as resellers, brokers, service providers or distributors can assist your
organization in attaining its goals. To achieve these goals with greater efficiency, members of your organization can
collaborate with your company's partners within the solution.
Prerequisites
If your administrator has not configured the solution to display partners which otherwise are accessed under
Partners
then you cannot use the solution to collaborate with partners there.

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Tasks
Creating Partners
1.
Choose
2.
Choose New.
3.
Enter the Name of the partner, then specify its Country.
4.
Save your entries.

Partners .
Editing Partners
You can edit partners from the Partner item header, as follows:
1.
Position the cursor over the information to be edited. For example, if you want to rename the partner, position
2.

3.
Save your entries.

See Also
Partner Contacts [page 180]
7.17.2 Partner Contacts

To facilitate the exchange of information, members of your organization can communicate within the solution with
partner contacts that is, individuals who are associated with the resellers, brokers, service providers, distributors,
or other entities with which your organization collaborates.
Prerequisites
If your administrator has not configured the solution to display partner contacts which otherwise are accessed
under
there.
Partners
Partner Contacts
then you cannot use the solution to communicate with partner contacts
Tasks
Creating Partner Contacts
1.
180
Choose
Partners
Partner Contacts .

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2.
Choose New.
3.
Enter the first and last name of the partner contact, then specify the e-mail address.
4.
Save your entries.

Editing Partner Contacts

You can edit partner contacts from the Partner Contact item header, as follows:
1.
Position the cursor over the information to be edited. For example, if you want to rename the partner, position
2.

3.
Save your entries.

Creating Users for Partner Contacts

If you want to enable your partner contacts to access the solution, so that you can collaborate with them directly,
then you must create users for them, as follows:
1.
Open the partner contact.
2.
Choose
Actions
Create User .
Once a user has been created for the partner contact, then your administrator can choose
Administrator Business
Users to assign either business roles or individual work centers or work center views to the user that you created
for the partner contact.
See Also
Partners [page 179]
7.18 Mobile Users

7.18.1 SAP Cloud for Customer for Android
With this mobile application, you can access many of the main functions of the solution that have been tailored to
business on-the-run. These include managing accounts, contacts, and activities; and viewing personalized reports.
Changes made on your Android device are automatically updated in the system, over the Internet, online and in
real time.
Information for Administrators

You need to ensure that for each mobile work center view to be accessed on a mobile device, the user of the mobile
device is assigned the related desktop work center view. You can do this by creating a mobile specific business role

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and assigning it to the individual users or you can define access for each user independently. Work centers and views
are assigned via
Administrator
General Settings
Business Roles
or Business Users.
For information on adding existing extension fields to a mobile view, see Adding Extension Fields to Smartphones
and Tablets.
You can also make your custom reports available for mobile use by selecting the Enable for Mobile Device option for
the report.
The following reports have been designated for mobile use in the standard solution: Leads by Status, Sales
Effectiveness Scorecard, Lead Conversion Rate, Opportunity Pipeline Analysis, Sales Reps by Revenue Won, Sales
Reps by Revenue in Pipeline, Average Sales Cycle, Pipeline Analysis for Next 12 Months, Pipeline Health Scorecard,
Pipeline Funnel, and Sales Summary (Current Year).
Installing the Application

Device Prerequisites
This application has been optimized for use on Nexus 4 and HTC One smartphones. Other Android devices should
be able to run this application if they meet or exceed these minimum requirements:
Operating system: Android 4.0 to Android 4.2.2
Screen resolution: 1280dp x 768dp
CPU: 1.5GHz processor speed
RAM: 2GB
Installation
If your device meets the above requirements, you can proceed to install the application by downloading the
application directly from Google Play.
SAP does not warrant that the software and/or features as described herein will be available without
interruption or permanently. SAP draws your attention to the fact that the availability is subject to the
sole discretion of the operator of the app store. The operator of the app store may, at any time and without
notice, restrict, interrupt, or prevent use of the software, or delete the software from your mobile device,
or require SAP to do any of the foregoing actions.
Launching the Application

Launch the SAP Cloud for Customer application from your mobile device and log on using your user name and
password. If this is the first time you are launching the application, proceed as follows:
1.
Choose Settings.
2.
Enter the URL to your system.

For example, https://[tenant].[domain].com
3.
Enter an application password.

This is separate from your system user ID and password. You must supply your application password before
accessing the system.
4.
Set a Remember App. Password timeout, which is the amount of time your application password is valid on
your device for the next log on. Due to security issues, you should ensure that this timeout meets your
companys security guidelines. The default is Never, which clears the application password on log out.
5.
Return to the logon screen to enter your system user name and password, and then choose Log On.
If you do not have the information required for these settings or you have continued problems logging on to the
application, contact your system administrator for assistance.
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Uninstalling the Application

You can uninstall the SAP Cloud for Customer application at any time, just as you would uninstall any other Android
application on your device. For further information, refer to your device manufacturer's documentation.
For information on how to operate your mobile device, refer to the device manufacturer's documentation.

Searching and Navigating
When you call up an overview, the system automatically lists your items in alphabetical or chronological order. In
many cases, you can switch to a list of all available items. You can filter any list by entering a search term manually.
Access actions for each view from the action menu at the top right of each screen. Use the back button at the top
left of the screen to navigate back to a previous view. You can also use the device's menu and back buttons for actions
and back navigation.
Log off by pressing the device's back button from the Home screen.
When you edit data in the application, you must manually save changes (touch the device's menu button
and choose Save). If you use the device's back button before you save your changes, you may lose all
unsaved data.
Feed
Use the filters on the Feed overview to select the feed updates you wish to view. To create a new feed update, press
the menu button and choose New. To post your new update, choose Save and Close. Choose an update to view
details. From the details view you can comment on the update and open mentioned items.
You cannot mention people or items, send private updates, or tag feed updates created on your Android
device.
SAP Jam Feed
If your system is set up to support it, you can also access your SAP Jam feed directly from the app.
Accounts
You can display, edit and create accounts.
In the Accounts view, a yellow or red light next to an account indicates the status of the account in the system: a
yellow light indicates that the account is in preparation and the red light indicates that the account is blocked. A
yellow or red light does not stop you from processing the account on your mobile device.
In the overview, account address information and communication details are displayed in the General tab. Use the
devices menu button to display available actions.
Using the Contacts and Activities tabs, you can search for, display, and edit related contacts or related activities for
the account. Select the contact or activity to open an overview. Here you can access contact information and
communication details, as well as activities related to this specific contact, or to the account in general.
Choose ERP Docs to view sales quote or sales order documents generated by your SAP ERP system. Note: this tab
does not contain any data unless your system has been configured to integrate sales documents from your SAP ERP
system.

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Contacts
You can display, edit and create contacts.
Contact address information, communication details, and activities are displayed in the overview. To change a
contacts general data, tap the actions button in the top right corner, then tap Editor to create a new contact, tap
+ and enter the contact's name, address, communication details and more.
If you create a new contact for an existing account, you can search for and select the account ID of the account in
the Account/Partner field.
If there is a photo of the contact in the system, it is automatically displayed.
Opportunities and Leads

You can display, edit and create opportunities and leads.
In the Opportunities, Leads, and Sales Leads views, you can access worklists of opportunities and leads.
Select one to check the details, change data, or create related follow-up activities and documents.
You can also, for example, accept or decline a lead that has been assigned to you, create an opportunity from a lead,
change the chance of success, or status, of an opportunity, or follow feed updates for a lead or opportunity.
For opportunities, choose ERP Docs to view sales quote or sales order documents generated by your SAP ERP
system. Note: this tab does not contain any data unless your system has been configured to integrate sales
documents from your SAP ERP system.
Sales Quotes
You can display, edit, create, and submit sales quotes.
From the Sales Quotes view, you can choose either your list of open quotes or your team's.
Select one to check the details, change data, or create related follow-up activities.
To edit the quote, tap the actions button and then Edit. The following actions are available:
To remove a product, go the Products tab and tap
To add a product to the quote, go to the Products tab and tap the actions button and choose Actions then
Add Row. Select the product to add before saving your changes.
To submit a sales quote for approval, tap the actions button and choose Actions then Submit.
next to the product you want to remove.
Activities
You can display, edit and create activities.
In the overview, use the menu button and select Edit to change an activity. The system proposes values for many of
the fields, for example: organizer, dates and times, category, and priority. You can manually change these values
and search for and select other values, such as the account and the contacts for the activity.
Todays Appointments
You can display, edit and create appointments.
In the Todays Appointments view, you can review and edit your appointments for the current and next day.
Tickets
You can display existing tickets and create new tickets.
Reports
Select a report to open the report and display it in graph form. In the graph view, you can select each bar to view its
values and description.
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Use the menu button to edit a report and then sort and filter it. You can also zoom in (magnify) or switch between
graph and table display.
Work Tickets
You can display, edit and create work tickets.
You can also create follow-up sales quotes and tickets.
Copyright/Trademark
7.18.2 SAP Cloud for Customer for iPad

With this mobile solution, you can access the main functions of the solution that have been tailored to business on
the go. Changes made on your iPad are automatically updated in the system over the Internet in real time. The
analysis feature uses worksheets to arrange and organize reports that you often need, compare versions, and
highlight changes in data.

Install SAP Cloud for Customer for iPad from the iTunes Store. Launch the application, and select Options on the log
on screen and do the following:
Enter the URL for your backend system.
SAP recommends that you enable the Passcode Lock on your iPad when using SAP Cloud for Customer (In
the iPad Settings app, General section).
Return to the logon screen to enter your user and password, and choose Log On.
If you do not have the information required for these settings or you have problems logging on, contact your system
administrator.
Getting Support
To get support for technical errors, use the following standard support process:
1.
Open the settings window by selecting Options on the log on screen.
2.
Activate logging in the Support section.
3.
Reproduce the problem. The application automatically creates, saves, and attaches the log to an e-mail, and
proposes an e-mail address if you have set one as default (under Support E-Mail Address).
4.
Return to the settings screen, and choose Send E-mail to complete and send this e-mail to your local
administrator, who can then try to assist you before contacting SAP support.
5.
Deactivate logging when you are done, as the logging function may impair performance on your iPad.
You can also report issues directly in the system from a Web browser on your personal computer. To report an issue
via a Web browser, do the following:

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1.
Capture any screens you wish to include on your iPad with the built in capture function (press power and
home keys simultaneously).
2.
Copy the screen images to your personal computer.
3.
Log on to the system from a Web browser on your personal computer.
4.
Choose
5.
For the component, enter LOD-CRM-MOB-IPD.
6.
Enter the required information and describe your issue in detail.
7.
Deselect Screenshot Relevant.

The system automatically captures a screen image for you, but it is not needed in this case.
8.
Go to the next screen by choosing Next.
9.
To add your screen image files, choose Add.
Help
10. To send the incident report, choose Finish.
Security
We recommend setting a passcode lock for your device, especially if the store data option is enabled. Note that this
option is enabled by default. If you decide not to store data, the analysis functionality is limited.
To delete stored data, do the following:
1.
Close the SAP Cloud for Customer application.
2.
Restart the app.
3.
Choose Options on the log on screen, and make the relevant changes to the SAP Cloud for Customer settings.
4.
Close the settings window, and log on.
Views and Further Tasks

You may see some or all of the views described in the following sections, depending on how your user is
configured in your solution.
Feed and SAP Jam Feed

If you use Jam feed in your solution, then that will be the feed you see and use in the app.
Feed is where you post and receive updates on your sources the information and people that you need to complete
your work.
Feed updates are presented differently than other information in the system to optimize communications and
collaboration with your colleagues. In the feed, you can post and delete your own updates, view a list of automatic
updates from sources that you select and add comments to updates. Updates are displayed in sequential order with
the most recent update at the top of the feed.
You can post updates from the main Feed screen or from the Feed tab on an item details screen.
in the item quick view or item header. The follow icon turns blue to indicate
To follow a person or item, choose
that you are now following the person or item.
To stop following a person or item, choose
the person or item.
and the icon turns grey to indicate that you are no longer following
You can use search and filters in the Feed view to narrow the list and find specific updates.
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You cannot mention people or items, send private updates, or tag feed updates created on your iPad.
Navigating and Searching

Views
Views are basically work areas grouped by function. Select a view from the
The name of the current view appears at the top center of the screen.
Tap
menu at the upper left of the screen.
to display or hide the view labels.
Lists
When you select a view, the system displays a list of items. You can search the list for a specific item or narrow the
list by selecting a filter.
To search in a list of items, use the search box at the top of the list.
To apply a filter, choose the filter button above the list. The button name shows the current filter.
To load more items, scroll to the bottom of the list, then choose more items.
.
To view the items in a list format, choose
To view complete item details, tap the item in the list.
In certain views (such as accounts and contacts) you also have the option of viewing items in the list by their
location on a map.
.
To view items on a map, choose
Choose an item in the list or a pin on the map to view item summary information.
Blue: Accounts in the list currently visible on the map
Red: Selected account

to center the map on your current location.
Choose
Choose the tab button at the right of the list to hide or show the list, and see more or less of the map.
Item Details
at the top right of the item details screen to edit information, such as the name or address of an account or
Tap
contact.
Also located at the top right of the item details screen, is the
depending on the type of item you are viewing.
button. The commands in the actions menu vary
You can attach a photo to any item that allows attachments.
Below the item name on the item details screen you'll find buttons for the following four functions:
Flag
Mark as Favorite
Follow
Tag
These buttons also appear in the item summary area of the map layout.
Tool Buttons
The following tools are always available at the lower left of the screen:

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Tool
Description
If you have new notifications, the corresponding red number displays with the icon.
Tap the icon to view your notifications.
Tap an individual notification message to navigate to the corresponding item.
Tap the icon to view your calendar of upcoming appointments, visits, and phone calls.
From the calendar view, tap
to create new ones.
Tap the icon to create new items.

The list of items available is based on the views you're assigned.
Tap the icon to search for items by category.
By default, the search is set to all categories. To select a specific item category, like
accounts for example, choose Category, select your category and choose Done.
Tap the icon to view your shelf containing the items you have flagged or marked as
favorite.
Tap the icon to define your offline settings, to sync before working offline, to sync once
back online, and to view your sync log.
Tap the icon to view tags.
Tap the icon to launch the analysis features.
Tap the icon to log off, to access settings to enable support or view this help document,
and to launch the SAP Customer Insight for iPad app.
Help
Tap
in the upper right corner of any screen to view the help overlay or to launch related how-to videos.
Customers
The Customers view groups together Accounts, Contacts, Individual Customers, and Target Groups.
From the list or map, select an item to view the details.
The tabs you see on a detail screen are based on your system authorizations, as are the fields you can edit
or the items you can create.
The table below outlines the tabs available on the account details, but many are the same for contact and individual
customers as well.
Tab
Actions
Details
View and edit account details such as account name, status, and contact
information.
Overview
Get a summary of important account information such as latest updates,

account team members, and account address.
Feed
Read any feed updates that are associated with this account. You can also
comment on feed updates here.
Activities
View activities that are associated with this account. You can also create
appointments and tasks.
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Tab
Actions
Account Team
Add employees to, or delete employees from the team responsible for
this account. You can also modify the role of any employee assigned to
this account.
Relationships
View defined interactions between this account and other entities, for
example other accounts, or contacts.
Addresses
View, or add addresses that are associated with this account. You can
also set the main address for the account.
After adding an address, you can edit it to indicate that the address may
be used for shipping or billing.
Contacts
Add contacts to, or remove contacts from, this account. You can also
designate a contact as the primary contact for the account.
Campaigns
View campaigns.
Sales Leads
View or create leads that relate to this account.
Opportunities
View or create potential sales opportunities that relate to this account
Attachments
View attachments that relate to this account.
Tickets
View tickets associated with this account.
Target Groups
View target groups
Registered Products
View registered products for this account
Target Groups
Select a target group to view its details.
For more information on target groups, refer to that section under Marketing below.
People
The People view groups together Employees and Groups.
Employees
Select an employee to view details.
Tab
Actions
Details
View employee details such as department, manager, and contact

information
Overview
Get a summary of important information such as latest updates, group

membership, and followers.
Feed
Read any feed updates posted by this employee. You can also comment
on feed updates here.
*Following
View people and items you are following. (*only appears on your own
employee record)
*Followers
See who is following you. (*only appears on your own employee record)
Groups
View groups to which this employee belongs, including SAP Jam groups.
If you are viewing your own employee record, you can also create new
groups.

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Tab
Actions
Relationships
View defined interactions between this employee and other entities.
Groups
Groups displays a list of SAP Jam groups. For more information, select a group in the list and choose View Details.
This opens the SAP Jam page in a browser window. You can find more information on using SAP Jam groups here
.
Sales
The Sales view groups together Sales Leads, Opportunities, and Sales Quotes.
Sales Leads
Select a sales lead to view its details.
The tabs you see for a sales lead are based on your system authorizations, as are the fields you can edit or
the items you can create.
Tab
Actions
Details
View lead details such as account, primary contact and status.
Overview
Get a summary of important information such as latest updates, contacts

and products associated with this lead.
Feed
Read any feed updates that are associated with this lead. You can also
Products
View, add, or remove products that relate to this lead.
Activities
View activities that are associated with this lead. You can create and
manage appointments, tasks, phone calls and e-mails.
Contacts
Add or remove contacts that relate to, this lead. You can also designate
a contact as the primary contact for this lead.
Sales & Marketing Team
Add or remove marketing team members for this lead. You can designate
an employee as the employee responsible for this lead.
Involved Parties
Add or remove other employees or contacts who play a role in the lead.
Opportunities
View opportunities created from this lead.
Attachments
View and add attachments that relate to this lead.
You can accept or decline a lead that has been assigned to you by choosing
selecting Accept or Decline.
Convert a qualified lead to an opportunity by choosing
at the top right of the screen and
and selecting Convert to Opportunity.
Opportunities
In Opportunities you can view and edit opportunities. Opportunities represent potential sales. You can add
competitors to opportunities. This information can be used later in analysis.
Select an opportunity to view its details.
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The tabs you see for an opportunity are based on your system authorizations, as are the fields you can edit
or the items you can create.
Item View
Actions
Details
View opportunity details such as account, primary contact and status.
Overview

and products associated with this opportunity.
Feed
Read any feed updates that are associated with this opportunity. You can
also comment on feed updates here.
Products
View, add, or remove products that relate to this opportunity.
Sales Activities
View activities associated with this opportunity. You can create and
Competitors
View, add, or remove competitors that relate to this opportunity.
Sales Team
Add employees to, or remove employees from the team responsible for
this opportunity. You can also assign the employee responsible for this
opportunity.
Contacts
Add or remove contacts that relate to, this opportunity. You can also
designate a contact as the primary contact for the opportunity.
Involved Parties
View other employees or contacts who play a role in the opportunity.
Attachments
View attachments that relate to this opportunity.
*Sales Documents
View sales quote or sales order documents generated by your SAP ERP
system. (*only available with SAP ERP integration)
Sales Quotes
Select a sales quote to view its details.
The sales quote opens directly on the Products tab where you can quickly add products to the quote.
1.
Tap
2.
Choose one of the following options for adding products:
+ Add Product
Type the product name or ID to search for a specific product.
3.
to open the Add Products screen.
All Products
Choose from the available categories to drill down to the product or products you want to add.
Previous Quotes
Search for previous quotes to add all the products from that quote.
Product Lists
Search for a product list to add to the quote.
Save your entries.
Use the Actions menu in the header to submit or copy the sales quote, set progress, or preview the current quote in
Adobe Acrobat (PDF) format.
From the details screen, you can select the following tabs for a sales quote:

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Item View
Actions
Details
View quote details such as account, primary contact and status.
Overview
Get a summary of important information such as latest updates, involved

parties and products associated with this sales quote.
Products
View, add, or remove products from this quote.
Involved Parties
View, add or remove other business partners who play a role with this
sales quote.
Sales Documents
View and create related sales quotes.
Attachments
View and add attachments that relate to this quote.
Activities
View activities associated with this quote. You can view e-mails, and
create and manage appointments, tasks, phone calls.
Feed
Read any feed updates that are associated with this quote. You can also
Activities
The Activities view groups together Appointments, E-Mails, Phone Calls and Tasks.
Marketing
The Marketing view groups together Campaigns, Target Groups, and Leads.
Campaigns
Select a campaign to view its details.
Tab
Actions
Details
View campaign details such as name, type and target group.
Overview
Get a summary of important account information such as latest updates,

response options, and activities, leads, and Opportunities generated by
this campaign.
Feed
Read any feed updates that are associated with this campaign. You can
Response Options
View, add and edit response options for this campaign.
Execution Details
View information on the deployment of this campaign.
Respondents
View the responses generated by this campaign.
Leads
View leads generated by this campaign.
Sales Leads
View sales leads generated by this campaign.
Opportunities
View potential sales opportunities that are generated by this campaign
Sales Quotes
View and add sales quotes related to this campaign.
Activities
View activities that are associated with this campaign. You can also create
phone calls and e-mails.
Attachments
View attachments that relate to this campaign.
Target Groups
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Target groups are used to segment your market and to target the right customers or prospects for each campaign.
You create target groups with members from your existing customer and prospect database.
Select a target group to view its details.
Tab
Actions
Details
View target group details such as name, status and notes.
Overview
Get a summary of important account information such as latest updates

and members of this target group.
Feed
Read any feed updates that are associated with this target group. You can
Members
View and edit details of members of this target group.
Campaigns
View campaigns associated with this target group.
Choose
to set the target group status, create a new campaign for this target group or copy the group.
Leads
Select a lead to view its details.
Tab
Actions
Details
View lead details such as account, primary contact and status.
Overview

and products associated with this lead.
Feed
Read any feed updates that are associated with this lead. You can also
Products
View, add, or remove products that relate to this lead.
Activities
View activities that are associated with this lead. You can create and
Conversion
Shows objects to which this lead has been converted. For example, Sales
Leads or Opportunities.
Attachments
View and add attachments that relate to this lead.
Competitors
The Competitors view groups together Competitors and Competitor Products.
Competitors
Select a competitor to view the details.
Choose
at the top right of the screen to set a competitor as active or obsolete or to block a competitor.
Item View
Actions
Details
View competitor details such as status, classification and contact

information.
Overview
Get a summary of important information such as latest updates and

opportunities associated with this competitor.
Feed
Read all feed updates that are associated with this competitor. You can

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Item View
Actions
Products
View, and manage products that are associated with this competitor.
Opportunities
View potential sales opportunities that you are trying to win from this
competitor.
Attachments
View and add attachments that relate to this competitor.
Competitor Products
Select a competitor product to view its details.
Tab
Actions
Details
View product details such as price, competitor and equivalent product.
Attachments
View attachments that relate to this competitor product.
Products
The Products view groups together Products, Product Lists, and Registered Products.
Products
Select a product to view its details.
Tab
Actions
Details
View product details such as code, category and unit of measure.
Overview
Get a summary of important information such as latest updates, quantity

conversion and price list entries associated with this product.
Feed
Read any feed updates that are associated with this product. You can also
post and comment on feed updates here.
Attachments
View attachments that relate to this product.
Sales
See sales for this product.
You cannot create a product on your iPad.
Product Lists
With product lists, you can combine a set of products and associate it with one or more accounts. This allows you
to quickly add products to a sales quote for example by selecting the list rather than each individual product.
Select a product list to view the details.
Tab
Actions
Details
View information such as the list status and validity dates.
Overview Get a summary of important information such as latest updates, products, and accounts associated with this
product.
Products View and add products.
Accounts View and add accounts.
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Tab
Actions
Feed
Read any feed updates that are associated with this product. You can also post and comment on feed updates
here.
Registered Products
A registered product is one that is associated with a specific customer and for which you have recorded a unique
serial number. When a ticket is created, the registered product information allows you to identify the unique customer
product and the current valid warranty.
You can view the list of registered products using the list or map view.
Select from several filters to narrow the list, including filters based on warranty status.
Choose
to register a product.
Select a registered product to view its details.
Visits
The Visits view groups together Visits, Visit Planner, and Tours.
There's a video that covers these features: Start Here for Retail Execution. Tap
then the video.
, select the how-to videos link and
Queue
Select a ticket to view its details.
Tab
Actions
Details
View and edit ticket details.

Tap
at the top right of the ticket details screen to edit information. The
label for any field available for editing changes to blue.
button.
Also located at the top right of the item details screen, is the
This is where you can set ticket assignment, mark a ticket as irrelevant,
add an internal note, or escalate a ticket.
Feed
Read any feed updates that are associated with this ticket. You can also
Interactions
View the history of a ticket including notes made by agents and comments
made by customers taken from e-mail and social media Web sites.
Attachments
View attachments that are associated with this ticket.
Creating New Tickets

You can create tickets from the iPad, if this feature has been enabled by your administrator.
1.
Select
2.
Select the type of ticket you're creating.
3.
Enter all necessary information.
4.
Select Done.
then New Ticket.
Library
The library shows documents uploaded to your system. Select a document to open the details screen.
From the details screen, you can select the following tabs for a document:

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195
Tab
Actions
Details
View document details such as creator, date changed and version.
Overview
Get a summary of document information: latest updates and versions.
Versions
View version history for this document.

Tap a version of the document to open it.
Partner Contacts
Quickly view partner contact records from all or just active partner accounts and add new partner contacts.
The tabs you see on the detail screen are based on your system authorizations, as are the fields you can
edit or the items you can create.
Tab
Actions
Details
View details such as partner name, status, and contact information.
Overview
Get a summary of important information such as latest updates, partner

contacts, and addresses.
Feed
Read any feed updates that are associated with this partner. You can also
Relationships
View defined interactions between this partner and other entities, for
example other accounts, or contacts.
Addresses
View, or add addresses that are associated with this partner. You can also
set the main address for the partner.
Partner Contacts
Add contacts to, or remove contacts from, this partner. You can also
designate a contact as the main contact for the partner.
Sales Leads
View sales leads that involve this partner.
Opportunities
View sales opportunities involving this partner.
Attachments
View or add attachments for this partner.
Analysis
Working With Reports
Worksheets provide you with an area on which you can analyze data in reports in more detail, filter data, enhance
reports with notes and annotations, resize, and send reports via e-mail. You can add and arrange one or more reports
on a worksheet. You can also use the paperclip as a clipboard to which you can drag reports for later use.
Functions:
Adding Reports
To view reports that can be added to a worksheet, choose the Add Report icon. For more information about
a relevant report, see the Analytics document in the SAP Cloud for Customer Help, and select the relevant
application area.
To refresh the data in the report, choose the Refresh icon.
Options:
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Sales Features
Options icon
Allows you to change views and variables or to switch to other chart

types.
Info icon
Displays information about the report, such as report description,

name of the selected view, selected variables, and so on.
Calendar icon
Allows you to change the time interval for which data in the report is
displayed. Note that this function is only available if the selected
report has a variable that supports time intervals.
You can arrange a report on a worksheet by dragging the report to the desired location.
By using the pinch and spread gesture, you can change the size of the report.
You can flip between a table and chart view of a report by selecting the Table icon and the Chart icon
respectively.
You can scroll the display details of a report using two fingers.
Changing Display Details

If you have a report with a large amount of data, you can change the display details, that is, the data records
that are displayed.
To change the display details, select the report. The report is then highlighted. You can scroll to view different
display details. Note that in the chart view, you can also scroll the legend and the captions.
In the table view, to change column width, tap the column header to select the column and use the Column
Width icon at the top right corner of the column.
In the chart view, you can change the display details by using the pinch and spread gesture.
Filtering Data
The following options are available for filtering data:
Filtering Report Data

1.
To display filtered data as a table or chart, select the report. The report is then highlighted.
2.
Select the data in the row in the table or the segments items in the chart. You can select multiple rows
or segments by tapping
3.
Tap and hold until the table icon appears.
4.
Drag the selection to an area in the worksheet. The filtered data is then displayed.
Filtering Using Criteria from Another Report

If you have two reports, you can filter using criteria from one report.
1.
Open both reports on a worksheet.
2.
Select one or more lines in a table or one or more segments in a chart, as described above, to the other
report.
For example, you have two reports: Top 25 Suppliers and Purchase Order Tracking.
To filter data by a supplier, drag a supplier from Top 25 Suppliers to the Purchase Order Tracking report.
Displaying Data in Columns as Pie Chart

To display filtered data as a pie chart, select a column in the table and drag it to an empty area on the worksheet.
For example, for the Project Costs Line Items report, you can display the Amount in Company Currency by
Business Document Type as a pie chart.
Annotations and Notes

To add annotations and notes, select the Add Notes icon. You can also send reports using e-mail and add a voice
note to the e-mail.

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Organizing Worksheets
You can create new worksheets by swiping the current worksheet. To organize your worksheets, select the My
Worksheets button. All of your worksheets appear. You can manage your worksheets or stack of worksheets by long
tapping the screen or by tapping the Edit button. You can then change the order of the worksheets and stacks, create
stacks, rename or delete worksheets and stacks.
Stacks
You can collect worksheets into stacks by tapping a worksheet and dragging it to another one. This is useful,
for example, if you want to collect worksheets by topic.
You can expand or collapse a stack using spread or pinch accordingly.
Name/Rename
To name or rename a worksheet or stack, tap the name. A keyboard appears on which you can enter a new
name or change the existing one.
Delete
To delete worksheets or stacks, long tap a worksheet. You delete the worksheet or stack by taping the
Delete icon.
Compare Versions of Reports on Worksheets

To compare versions, you must ensure that you have enabled the Store Data option. For more information about
storing data, see the Security section.
When you compare versions, you compare one version of a report, such as the current version, with a version
containing historical data that is stored on your device. The versions available to compare are the version that you
have used previously.
Using the Compare icon, you can compare two versions of reports on worksheets.
A timeline at the bottom of the screen appears. You can zoom the timeline in and out and return to todays date. In
the timeline, versions of the report are available chronologically.
In the timeline, sheets appear to indicate the availability of a version of the report.
Multiple lines and sheets within a given time interval indicate that multiple versions of the report are available.
In the comparison area, the selected version of the worksheet is highlighted, and you can choose a version to drop
to the left of the selected version or drop on sheet. You can also drop a version to the right of the selected report and
the selected report is moved to the left.
Note that if after you have dropped a version of a report to the comparison area, and the report is grayed out, there
is no data to compare with the other version.
If there are multiple reports on the worksheet, you can double tap one to focus.
By tapping Highlight Changes, changes to the data are highlighted, making it easier for you to analyze your reports.
You can define the significance of the deviation in the changes to the data by using the slider at the bottom of the
screen.
Copyright/Trademark
iPad and iTunes, are trademarks of Apple Inc., registered in the U.S. and other countries.
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7.18.3 SAP Cloud for Customer for iPhone

With this mobile application, you can access many of the main functions of the solution that have been tailored to
business on-the-run. These include managing accounts, contacts, and activities; leads, opportunities and sales
quotes; forwarding tasks; and viewing personalized reports. Changes made on your iPhone are automatically
updated in the system over the Internet, online and in real time.
Information For Administrators

You need to ensure that for each mobile work center view to be accessed on a mobile device, the user of the mobile
device is assigned the related desktop work center view. Work centers and views are assigned via
Administrator
General Settings
Business Roles
or Business Users.
For information on adding existing extension fields to a mobile view, see Adding Extension Fields to Smartphones
and Tablets.
You can also make your custom reports available for mobile use by selecting the Enable for Mobile Device option for
the report.
The following reports have been designated for mobile use in the standard solution: Lead by Status, Sales
Effectiveness Scorecard, Lead Conversion Rate, Opportunity Pipeline Analysis, Sales Reps by Revenue Won, Sales
Reps by Revenue in Pipeline, Average Sales Cycle, Pipeline Analysis for next 12 Months, Pipeline Health Scorecard,
Pipeline Funnel and Sales Summary (Current Year).

Install the SAP Cloud for Customer application for iPhone from the iTunes Store.
Start the application on your device then proceed as follows:
1.
Choose Options.
2.
Enter the URL to your system.

For example, https://[tenant].[domain].com
3.
Return to the logon screen to enter your user and password, and choose Log On.
If you do not have the information required for these settings or you have continued problems logging on to the
application, contact your system administrator for assistance.
Getting Support
To get support for technical errors, follow this standard support process. First, activate logging in the Support section
of the Settings screen, then reproduce the problem. The application automatically creates, saves, and attaches the
log to an e-mail, and proposes an e-mail address if you have set one as default. Choose Send Support Information
to complete and send this e-mail to your local administrator, who can then try to assist you before contacting SAP

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199
Support. Ensure that you deactivate logging when you are done, as the logging function may impair performance on
your iPhone.

Searching And Navigating
When you call up an overview, the system automatically lists your documents or other records in alphabetical or
chronological order. In many cases, you can switch to a list of all available documents or other records.
You can filter any list by entering a search term manually. The application supports a wild card search with asterisks
(*).
Data will usually be refreshed as you navigate from one screen to the next. However, in some situations you may
have to manually refresh the displayed data using the applications pull down refresh function. For example, you may
have to use the refresh function to view the very latest feed updates.
Most views include filter buttons above the results list. These buttons let you display, for example items belonging
to you, or to your team.
Feed
Use the filters on the Feed overview to select the feed updates you wish to view. To create a new feed update, tap
+. Tap an update to view details. From the details view you can comment on the update and open mentioned items.
You cannot mention people or items, send private updates, or tag feed updates created on your iPhone.
SAP Jam Feed

If your system is set up to support it, you can also access your SAP Jam feed directly from the app.
Accounts
You can display, edit and create accounts.
In the Accounts view, a colored indicator next to an account shows the status of the account in the system: a green
light indicates that the account is active; a red light indicates that the account is blocked. A grey or unlit indicator
means the account is obsolete. A red indicator does not stop you from processing the account on your iPhone. To
create a new account in the accounts list, tap +.
In the overview, account address information and communication details are displayed on the General tab. Tap the
pin icon next to the address to display it in your iOS map. You can also:
Call a customer by choosing the telephone number
Send an e-mail by choosing the e-mail address
Open the account Web site by choosing the hyperlink
Create a follow-up activity, or edit the account information by tapping the actions button in the top right
corner.
On the Contacts and Activities tabs, you can search for, display, and edit contacts or activities for the account. Select
the contact or activity to open an overview. Here you can access contact information and communication details,
as well as activities related to this specific contact, or to the account in general.
Tap ERP Docs to view sales quote or sales order documents generated by your SAP ERP system. Note: this tab does
not contain any data unless your system has been configured to integrate sales documents from your SAP ERP
system.
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Sales Features
Contacts
You can display, edit and create contacts.
Contact address information, communication details, and activities are displayed in the overview. To change a
contacts general data tap the actions button in the top right corner, then tap Edit or to create a new contact, tap +
and enter the contact's name, address, communication and other details.
If you create a new contact for an existing account, you can search for and select the account ID of the account in
the Account/Partner field.
Opportunities and Leads

You can display, edit and create opportunities and leads.
In the Opportunities, Leads, and Sales Leads views, you can access worklists of opportunities and leads.
Select one to check the details, change data, or create related follow-up activities and documents.
Tap Edit to accept or decline a lead that has been assigned to you, create an opportunity from a lead, change the
chance of success, or status, of an opportunity, or follow feed updates for a lead or opportunity.
For opportunities, you can tap ERP Docs to view sales quote or sales order documents generated by your SAP ERP
system. Note: this tab does not contain any data unless your system has been configured to integrate sales
documents from your SAP ERP system.
Sales Quotes
You can display, edit, create, and submit sales quotes.
From the Sales Quotes view, you can choose either your list of open quotes or your team's.
Select one to check the details, change data, or create related follow-up activities.
To edit the quote, tap the actions button and then Edit. The following actions are available:
To remove a product, go the Products tab and tap
To add a product to the quote, go to the Products tab and tap the actions button and choose Actions then
Add Row. Select the product to add before saving your changes.
To submit a sales quote for approval, tap the actions button and choose Actions then Submit.
next to the product you want to remove.
Activities
You can display, edit and create activities.
To change an activity, in the overview, tap the actions button in the top right corner, then tap Edit. You can also create
a new activity in the Activities list by tapping + and selecting the relevant activity type. The system proposes values
for many of the fields, for example: organizer, dates and times, category and priority. You can manually change these
values, and search for and select other values, such as an account and contacts for the activity.
Todays Appointments
In the Todays Appointments view, you can review and edit your appointments for the current day. You can also add
new appointments here.
Tickets
You can display existing tickets and create new tickets.
Reports
Select a report to open the report and display it in graph form.

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201
Tap the sprocket icon to review and activate your default or personalized views on the report, select a variant, to
sort the report by date, activate and deactivate the filter, and sort the report values in ascending or descending order.
To zoom in the graph, double tap on the graph. There are two zoom levels. On the top level, you can scroll right or
left in the graph. On the bottom level, you can scroll up and down on the values and key figures.
Work Tickets
You can display, edit and create work tickets.
You can also create follow-up sales quotes and tickets. Create a follow-up item, or edit the ticket information by
tapping the actions button in the top right corner.
Copyright/Trademark
7.18.4 SAP Customer Insight for iPad

SAP Customer Insight makes you smarter with breaking news and sales information for your accounts that matter
most. You view this information as an engaging digital magazine providing real-time customer information in an
interactive format.
Installing The Application

Install SAP Customer Insight for iPad from the iTunes Store. Launch the application, select Options, and do the
following:
Enter the URL for your backend system (stopping at the .com).
To enable offline use, switch on Offline access password and enter a password.
If your solution is set up to support it and you have an account, you can switch on your SAP Jam feed under
Optional Features.
SAP recommends that you enable the Passcode Lock on your iPad when using SAP Customer Insight (In the
iPad Settings app, General section).
Choose Done to return to the logon screen, enter your user and password, and choose Logon.
If you do not have the information required for these settings or you have problems logging on, contact your system
administrator.
Getting Support
To get support for technical errors, use the following standard support process:
1.
Open the Options screen.
2.
Enter a Support E-Mail Address.
3.
Activate Logging.
4.
Reproduce the problem. The application automatically creates, saves, and attaches the log to an e-mail.
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Sales Features
5.
Return to the options screen, and choose Send Log to complete and send this e-mail to your local
administrator, who can then try to assist you before contacting SAP support.
6.
Deactivate logging when you are done, as the logging function may impair performance on your iPad.
Frequently Asked Questions

What information is available while working offline?
While using the app offline, you can access the following:
First level tiles except Feed and Shelf
Default view of report details
Dashboards
After logging on, you should stay online for a few minutesto allow all the dashboards time to cache
before going offline.
What determines the contents of the news area?

The news stories you see are related to the accounts in your activities list. This provides up to date information about
accounts you will be dealing with in the near future.
How do I rearrange the items on the home screen?

Tap and hold a tile, then drag and drop just like app icons on the iOS home screens.
Can I group tiles?

You can group tiles by dragging and dropping one on top of anotherthis creates a group to which you can continue
adding more tiles. Drag a tile out of the group to remove it from the group. Drag tiles around within the group to
reorder themthe first tile of the group is the one displayed on the home screen.
Can I change the information that appears on the home screen?

Tap the icon at the top right corner of the screen and select Personalization. This opens a list of available reports
to add a report, tap
to remove a report. You can also remove a tile
that you can add to the home screen. Tap
from the home screen by tapping and holding, then tap the close icon at the upper left of the tile.
In addition to the default reports, your administrator can create custom reports for your organization.
Where do I find my JAM feed?

If you've switched on your SAP Jam feed, you'll find it along with Activities on the expandable pane at the left side of
the home screen.
How do I change the appearance of a tile on the home screen?

Tap and hold on a tile, then tap
to choose from the tile types available for that report.
Can I resize the tiles?

Reports represented by a chart tile can be stretched to occupy the space of two tiles, either horizontally or vertically.
Use a pinch gesture to resize a chart tile.

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203
When I open the Win Ratio report, why do I also see in process and open opportunities?
When the report first opens it shows all opportunities for the current quarter. To view won or lost opportunities for
a specific month, tap a bar in the chart.
Copyright/Trademark
iPad and iTunes, are trademarks of Apple Inc., registered in the U.S. and other countries.
7.18.5 VIDEO: SAP Customer Insight for iPad

Video
(4m 11s)
Find out how to work with tiles, view report details, and personalize your dashboard with SAP Customer Insight.
7.18.6 VIDEO: Navigation and Feed for iPad

Video
Navigation and Feed for iPad
(5m 42s)
Find out how to navigate to different views and use the feed and toolbars in SAP Cloud for Customer for iPad.
7.18.7 VIDEO: Creating Items on iPad

Video
Creating Items on iPad
(4m 46s)
Find out how to create and edit items on SAP Cloud for Customer for iPad, including how to convert a lead to an
opportunity.
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Sales Features
7.18.8 VIDEO: Working with iPad Offline Mode

Video
Working with iPad Offline Mode
(3m 28s)
Find out how to use SAP Cloud for Customer for iPad in Offline Mode.

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205
8 Service Features
8.1 SAP Cloud for Service: Process Overview
You offer support through different communication channels such as e-mail, social media or phone calls to help
customers get the maximum value from the product or service they have purchased. Agile customer service
organizations are proactive and anticipate customer needs. You want to exceed customer expectations and drive
the best customer service in your industry. One way you and your customers are achieving this goal is through the
rapid deployment of SAP Cloud for Service.
Incoming Communications
The process usually begins with an incoming customer communication. Customer service organizations need
to provide choice in the way they offer support to customers, which means the ability to support different
communication channels of contact, for example, e-mail, social media accounts, phone calls, and live chat.
Processing
After customer contact, some steps are applied either automatically by the system or manually by certain
roles in the customer service organization to make sense of the customer communication. This could mean
text analysis for sentiment and keyword detection in the case of social media, or real-time lookup of matching
customer information for a phone call. The end result is a ticket that describes the customer issue, identifies
the customer, and a specific product. Additionally, the ticket could classify the problem, as well as what caused
the issue. The ticket could specify how quickly the problem must be resolved and any keywords that describe
the problem.
Resolve Issue
A critical step in the overall process resolving the issue that caused the customer to contact service. If it is a
simple inquiry, the agent may only need to provide an answer. In more complex cases, the agent may need
to work in other systems to initiate a business process based on the customer request or order. Ease of use
is critical for the agents. Ease of use translates into positive interactions with customers. The solution allows
agents to provide the customers at the right time.
Response
After the agent has analyzed the customer issue, the agent needs to respond to the customer. The system
has the flexibility to respond either in the original communication channel or switch to a new method of
communication.
Close
At the end of the service process, the ticket is completed by the agent, and in some cases may allow the
customer to confirm that the issue really has been resolved. This is the point where individuals, managers, or
teams can reflect on whether the process can be improved. The system supports this through analytics that
provide feedback to the organization on whether they are meeting their own performance goals or
benchmarks.
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Service Features
8.2 VIDEO: Start Here for Service

Video
Start Here for Service
(6m 28s)
Find out how to use SAP Cloud for Service.

8.3 VIDEO: Start Here for Service and Repair

Video
Start Here for Service and Repair
(1m 43s)
Find out how to use SAP Cloud for Service to engage customers at every service touch point, from creating the initial
service order to completing the work by the field service agent.
8.4 Customer Service

8.4.1 Queue
Customer Service Queue , you can see a list of open and in process tickets. You can use the tools in the
In
Queue to process customer tickets.
To see a list of all tickets, including completed tickets, go to
Customer Service
Tickets .
Not all ticket processing options and channels are available for Employee Support.

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207
Ticket Tasks
To work on a ticket, you must first select it by highlighting the ticket without choosing any of the links. You
can select multiple tickets by holding down either the Ctrl or the Command key.
The following table lists tasks that you can perform on any ticket:
Task
Procedure
Change the status of a ticket.
Change the priority of a ticket.
Set a ticket as irrelevant.
Escalate a ticket to a supervisor or

subject matter expert.
De-escalate a ticket.
Assign a ticket to yourself.
208
Result
1.
Choose the Actions
2.
Select Set Status...
3.
Select the appropriate status

from the dropdown list.
1.
Choose the Actions
2.
Select Set Priority....
3.
Select the appropriate priority

1.
Choose the Actions
2.
Select Set As Irrelevant.
3.
Choose Yes in the Confirm

Ticket Relevance window.
1.
Choose the Actions
2.
Select Escalate.
3.

Escalation window.
1.
Choose the Actions
2.
Select De-escalate.
3.
Choose Yes in the Confirm Deescalation window.
1.
Choose the Actions
2.
Under Assign To, select Me.
icon.
icon.
icon.
icon.
The status of the ticket is updated.
The priority icon changes according to

your selection.
The ticket is set to the Set As Irrelevant

status and removed from all queues.
The ticket is set to Escalated status.

Escalated tickets may be assigned to a
supervisor or designee depending on
your system settings.
icon.
icon.
The ticket is assigned to you and moved

to your queue.

Service Features
Task
Assign a ticket to another agent or
another team.
Procedure
1.
Choose the Actions
2.
Select Agent... or Team....
3.
Complete one of the following

options:
Enter the name of the agent

or team.
Add a note to a ticket.
Result
Choose OK .
1.
Choose the Actions
3.
4.
5.
The ticket is assigned to the specified

agent or team.
Search for an agent or team

by choosing the Value
icon. Select
Selection
the agent or team from the
options presented.
4.
2.
icon.
When the ticket is opened in the agent

workspace, the note appears in the
Select Add Note.
Interactions section.
Enter your note.
Notes that were made visible to the
Check Visible to Customer if you customer appear on your customer
portal.
want the note to be visible on
your customer portal.
icon.
Choose Save .
The following table lists tasks that you can perform in any ticket:
Task
Procedure
Result
Create follow up items for a ticket.
You can create tickets and sales quotes

to create follow up tasks so you can
complete a ticket.
1.
Open a ticket and choose

Follow Up .
2.
Select Create Ticket, Create

Sales Quote, Create Opportunity
or Create Lead..
3.
Enter all necessary information

You can view the follow-up items created

for the ticket in Related Items. Follow-up
items are indicated by an arrow that
points away from the ticket you are
working on.

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209
Task
Procedure
Create a PDF
1.
Result
To create a PDF from the ticket

open the ticket and under
Overview Customer select
the language you want to use in
the PDF.
2.
Then click
Summary Preview .
Another window with the ticket
PDF preview opens. Now you can
print it out or save a PDF on your
local machine to send it as e-mail
to the customer.
3.
When you click

Summary Generate the
system creates automatically an
attachment that can be found on
the Attachments tab.
See Also
Start Here for Service [page 207]
About Worklists [page 70]
8.4.2 Tickets
Customer Service Tickets , you can see a list of all customer tickets, including completed tickets. You can
In
use the tools in the Tickets to process customer tickets.
For a list of only the open and in process tickets, go to
Customer Service
Queue .
Ticket Tasks
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Service Features
Task


another team.
Procedure
1.
Choose the Actions
2.
3.

1.
Choose the Actions
2.
3.

1.
Choose the Actions
2.
3.

1.
Choose the Actions
2.
Select Escalate.
3.

Escalation window.
1.
Choose the Actions
2.
Select De-escalate.
3.
1.
Choose the Actions
2.
1.
Choose the Actions
2.
3.

options:

or team.
4.

Service Features
Result
icon.
icon.
icon.
icon.

your selection.


icon.
icon.
icon.

to your queue.

agent or team.

icon. Select
Selection
options presented.
Choose OK .
211
Task
Procedure
1.
2.
3.
4.
5.
Result

Select Add Note.
Enter your note.
portal.
Choose the Actions
icon.
Choose Save .
Task
Procedure

complete a ticket.
1.

Follow Up .
2.

or Create Lead..
3.

Result

working on.
Create a PDF
1.

the PDF.
2.
Then click
Summary Preview .
to the customer.
3.
When you click

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Service Features
See Also
8.4.3 Work Tickets

When a service agent decides that a ticket needs also service and repair, he or she normally adds the services and
parts to the ticket in case they are already known. Then the agent assigns a technician, and sets the Requires
Work checkbox.
The checkbox can be set as follows and makes the ticket available to the technician:
Setting the Requires Work checkbox during initial ticket creation
Setting the Requires Work status or in case your administrator has changed the naming, select the status
that has Planner Action assigned in business configuration
Selecting a ticket type in the quick create where the Requires Work checkbox is pre-set
After the Requires Work checkbox is set, the service technician can open the work ticket in the Service and Repair
work center to review and refine the planned work. Once the technician performed the work, he or she can confirm
the actual work done by finishing the items under Services and Parts.
Business Background
Prerequisite
Your administrator has enabled Service and Repair in your solution.
Requires Work Flag

Please be aware that you as technician will only find the tickets in your Service and Repair work center under the predelivered filter My Work Tickets, when the ticket is assigned to you and the checkbox is set.
Tasks
Prepare Your Tickets
1.
After a ticket is processed and the service agent forwards the ticket to you as a technician you find it in the
Service and Repair work center.
2.
To review and enhance the ticket, open it and check the information, for example, categorization, time lines,
and incident description.
3.
On the Services & Parts tab you find items and you can adapt this list as required.
4.
Do the same on the Tasks and Survey tab. Note that you only can add surveys that are set up for work tickets.
For more information, see Surveys [page 122].
5.
Check the Involved Parties tab.

Service Features
213
Fix the Issue and Confirm Your Tickets

1.
After the ticket preparation is done you can start to work on the items that are listed under Services and
Parts, complete the Tasks, and answer the Surveys.
2.
On the Services and Parts tab set the work progress of the items you are working on to Started using
Actions
Start Work
. You can now enter the actual start and end dates in the table and also add notes
if required.
3.
With
Actions
Finish Work
With
Actions
Not Relevant
If you select
to Finished.
Actions
directly under Services and Parts you state that you finished this item.
you can state that the item was not required.
Finish Work
at the bottom of your screen you set all items of the ticket
4.
Besides the confirmed services and parts, you can also provide an overall work description and categorize
the cause and the resolution.
5.
After you fixed the issue and completed all items of the ticket, set the status to Completed and save the ticket.
Forward Items to SAP ERP

In case your solution has a connection to SAP ERP you can either forward single finished items under Services and
Parts to ERP or you can release all relevant items of the ticket to ERP. In ERP then, you can, for example, create
invoices based on the work done.
To do so either select an item and click
Actions
Release to External System
Actions
Release to ERP
or click
Be aware that you also can mark single items as not relevant for ERP.
Create a PDF
To create a PDF from the ticket, click Summary Preview . Another window with the ticket PDF preview opens.
Now you can print it out or save a PDF on your local machine and add it, for example, as an attachment to the ticket.
8.4.4 Processing Tickets in the Agent Workspace

When you open a ticket, you can access the tools you need to solve customer problems in the agent workspace.
Here, you can respond to tickets through the channels set up for your solution. You can also search similar tickets
and the knowledge base to help you close tickets.
Tasks
Common Ticket Tasks
The following table lists tasks that you can perform on tickets:
214

Service Features
Ticket Tasks
Task

Procedure
1.
Choose Edit at the bottom of

the screen.
2.
Select the new status from the

dropdown.
3.
Save your changes.
1.

the screen.
2.
Select the new priority from the

dropdown next to Priority.
3.
Select a priority from the

dropdown.
4.
Save your changes.
1.
Choose Set As Irrelevant at the The ticket is set to Irrelevant status and
removed from all queues.
bottom of the screen.
2.

1.
Choose Escalate at the bottom The ticket is set to Escalated status.

of the screen.
Escalation window.
2.
Assign a ticket to yourself, another

agent, or another team.
Result
1.
2.
Choose Assign To at the

Select Me to assign the

ticket to yourself.
Select Agent... to assign the

ticket to another agent.
Select Team... to assign the

ticket to another team.

your selection.
The ticket is moved either to you or the

specified agent or team.
To assign the ticket to another

agent or team, do one of the
following:

or team.

by choosing Value
. Select the
Selection
agent or team from the
options presented.
3.

Service Features
Choose OK .
215
Task
Procedure
Result
Copy a ticket to an On Premise CRM

System.
If your solution is connected to the onpremise SAP Customer Relationship

Management (SAP CRM), you can copy
a ticket to this solution by performing the
following:
A copy of the ticket is now available in the

external system. You can still see the
ticket in your solution but it can only be
edited in the external system. You can
see an id number assigned to the ticket
in the External ID field in the workspace.
This number cannot be changed. The
external system will update the ticket
status in your solution.
1.

the screen.
2.
Select Copy to CRM the status

dropdown.
3.
Save your changes.
An agent has copied a ticket to

the on-premise SAP CRM
system. The agent checks the
ticket periodically to make sure
the ticket is completed. When
the ticket is set to Completed in
the external system, the agent
can now see that the status of
the workspace.

complete a ticket.
1.
Choose Follow Up .
2.
Select either Create Ticket or

Create Sales Quote.
3.


for the ticket in Document Flow. Followup items are indicated by an arrow that
working on.
Copy ticket information into a new ticket. You can copy ticket information from an
existing ticket into a new ticket, for
example, to make a ticket for a customer
that is having a similar issue.
1.
Choose Copy .
2.
Some of original ticket

information will be copied from
the ticket you are working on.
3.
Enter all necessary additional

information and save your
changes.
You won't see tickets leave your queue until you exit the workspace.
216

Service Features
Responding to a Ticket
The channel of the ticket determines your response options. For example, you can respond to a Twitter ticket by
posting a Tweet.
1.
Choose Reply, Comment, or Compose New E-Mail. The options available to you will depend on the channel of
the ticket and any past interactions.
2.
Type your response or select a template to use in your response.

If your system is set up to support it, you can insert a chat link in your response so that you or another agent
can begin a live chat session with the customer.
3.
Attach any articles that may help your customer. This action is not available when replying to Facebook
comments.
4.
Choose Tweet, Comment, or Send. Again, the options available will be determined by the ticket type.
Your response will be added to the interactions for the ticket. You may need to refresh the screen to see your
response appear.
Responses that contain profanity are blocked from being sent by the solution. If your message contains
profanity, the solution will ask you to remove it.
See the relevant section below for more information on responding to tickets from or through different channels.
Twitter
If you reply to a tweet, your response will be sent to Twitter as a reply to the original Tweet from the customer.
Public responses to Twitter tickets are limited 140 characters, including spaces. If you enter a message
greater than 140 characters, you will not be able to send the response. The solution counts the remaining
available characters as you type.
You can use Twitter to send a private message if the user follows the twitter handle of the company used in
the response.
You can retweet a message to Twitter that has been posted by a customer. Hover your mouse over the
message in Interactions and choose
page.
Retweet . The message will be posted on your companys Twitter
Facebook
Customers can send either public messages by commenting on your company's Facebook wall or private
messages by messaging your company using Facebook. Your response will automatically be public if the
customer's message was public or private if the customer's message was private.
If you reply to a Facebook message, your response will be sent to Facebook as a reply to the customer's
original Facebook message.
If your solution is set up to support it and your company's Facebook page allows nested commenting, you
can reply to comments to a post in Facebook. Your response will appear underneath the original comment.
E-Mail
To respond to a customer via e-mail, your system must have the customer's e-mail address stored. For more
information about editing a customer's profile to add an e-mail address, see About Individual Customers
[page 267].
You may have the option to reply to a ticket, or compose a new e-mail. If you choose to reply, the previous
customer message will be copied, in addition to preserving any of ther recipients of the last e-mail.
If your system is set up to support it, you can respond to tickets from the agent workspace using Microsoft
Outlook. To do this, you must download and install the SAP Cloud for Customer Add-In for Microsoft Outlook.

Service Features
217
For more information, see Installing the SAP Cloud for Customer Add-In for Microsoft Outlook [page 60]
and Working from Microsoft Outlook for Service Users [page 223].
If the e-mail bounces, you will receive an error message in Interactions. The error message will be generated
after the solution tries to deliver the message.
SAP HANA Cloud Portal, Support Site Option
If your company has enabled a support portal, you can post a note to the portal.
Chat
Depending on the configuration of your system, the chat transcript may be available to you after the live chat
has ended in the ticket interactions.
Using the Knowledge Base
The knowledge base may be pre-populated with articles based on any tags associated with the ticket. If
browsing in your knowledge base is enabled, you can also search the knowledge base for relevant articles.
Choose an article to preview it. Attach it to the ticket by hovering over the article and choosing Attach .
When you attach an article from the knowledge base, a URL will be entered into the reply box.
Choose Reset to clear your search terms and return to the original list of recommended solutions.
Searching for Similar Tickets

1.
Enter your search terms in the Search input field in Similar Tickets. Press Enter or choose Search to
initiate the search.
The solution will return a list of in process and completed tickets based on your search keywords.
2.
3.
There are two ways to see the articles attached to a ticket:

a.
Click the link next to the paperclip icon in the list view.
b.
Open the ticket in detail view by choosng the ticket number and then opening the Attached Articles tab.
The ticket detail allows you to see both the ticket history and the articles attached to the ticket.
You can send customers a link to an article by choosing Attach .

a.
Click Attach to Article if you accessed the article from the link in the list view.
b.
Click the attach (+) button if you accessed the article from the Attached Articles tab in the detail view.
A URL will be entered into the text box in the ticket activities area.
4.
Click Reset to clear your search terms.

The original list of recommended solutions will populate the tab and the keywords associated with the ticket
will populate the search textbox.
Creating a Note
1.
Click Add Note.
2.
Enter your note in the text box.
3.
Save your note. It will be added to the ticket interactions.
Changing Product Information

1.
Choose Edit at the bottom of the screen.
2.
In the Product section, perform one of the following:
218
a.
Type in the product name, then choose Enter .
b.
Choose
Value Selection to choose the product name from the list in the Select a Product window.
You can also perform a search in this window. For more information, see About Worklists [page 70].

Service Features
You can also register the product directly from the workspace by choosing Edit, thenSerial Number, then choose
Value Selection . In the resulting window, choose New Registration.
For more information, see Registered Products [page 238].
Changing a Customer
1.
Choose Edit.
2.
In the Customer section, do one of the following:
3.
1.
Value Selection to select the customer name from the list in the window.
Choose
You can perform a search in the window. For more information, see About Worklists [page 70].
2.
Type in the customer name then press Enter .
Save the new information.
Adding an Attachment
1.
Click Attachments.
2.
Click Add. Select the source of the attachment.

The Add Attachment window opens.
3.
Click Browse and find the file you want to attach.
4.
Select either Standard Attachment or Internal Attachment from the Document Type selection field.
Internal Attachments can be viewed by all users of the solution but not to customers.
5.
Click Add.
Reviewing the Ticket Change History

In order to review the change history, you need to switch on the tab using the
1.
Under Sections, choose Tabs.
2.
Under Tabs, select Change History.
3.
Save your entries and close the personalize pane.

The Change History tab is now active in the workspace.
Personalize
This Screen
feature.
Changing the Category Information

You can change the category information for the Service Category, Incident Category, Cause Category, Resolution
Category, and Object Category.
1.
Choose Edit.
2.
In the Category section, choose

a.
Value Selection , then select the new category ID.
For incident categories you can pick the new category form the Tree View.
Changing a Message Sentiment

If text analysis incorrectly interprets a message sentiment, you can manually change the sentiment of the message
in Interactions.
1.
Choose the sentiment name in Interactions.
2.
Select the new sentiment from the dropdown list.

Service Features
219
Viewing Ticket Relationships in Document Flow

The Document Flow tab displays the tickets and sales orders that are related to a ticket you are working on. When
you create a follow up ticket or sales order, Document Flow displays the relationship between the items. Arrows point
away from the original ticket and point toward any follow up tickets and sales quotes.
Tracking Ticket Progress with Timeline Information

The data points in Timeline help you track a ticket's progress. Some of the dates in the Timeline are pre-populated
when you open a ticket. These dates are calculated based on your company's service level agreements and the time
at which the ticket was created.
Some of the fields in Timeline will change when you change a ticket value or respond to a customer. The table below
describes the events that cause changes to fields in the Timeline.
Field Name
Changed On
What Causes the Value to Change
Changing information in a ticket.

You change the product associated with the ticket. After you save, the time you see
in Changed On is updated.
Responding to a customer.
Making a note to the ticket.
Initial Review
Completed
Changing the ticket status from Open to In Process.
Last Customer
Interaction
Each time a customer responds to an agent, the time the response occurred will populate this field.
Last Agent
Interaction
Each time an agent responds to a customer, the time the response occurred will populate this field.
Next Response Due Each time a customer responds to an agent, the time populated in Next Response Due will be updated
according to your company's service level agreement, if this has been configured for you solution by your
administrator.
Date Completed
Changing the ticket status to Completed.
8.4.5 VIDEO: Processing Tickets

Video
Processing Tickets
(4m 12s)
Find out about the tools in the Workspace and in the Queue and Tickets list that help you to complete tickets.
220

Service Features
8.4.6 Templates
You can use templates to save time and to standardize responses. Templates are available directly from the
workspace and can include placeholders for business data like the customer name or the ticket ID.
You'll find templates under
Customer Service
Templates .
Tasks
E-mail templates are created and edited directly in the system using a rich text editor and can use placeholders that
are automatically replaced with the related business data once the response is sent.
1.
Click New.
2.
Enter the template name.

You can also enter a template description, for example to describe when to use the template.
3.
Select E-Mail as the template's channel type.
4.
Enter the e-mail Subject line.
5.
Enter the e-mail Template Text.
6.
Save your entries.

If you want to use placeholders in your template, you can either Save And Open or go back and edit
the template later.
Creating a Social Channel Template

Templates for social media channels use plain text and can include placeholders.
1.
Click New.
2.

3.
Select Social as the template's channel type.
4.
Then select the Social Channel.
5.
Enter the Template Text.

Messages for Twitter cannot contain more than 140 characters, including spaces. As you type, the
system displays a running character count below the text box.
6.
Save your entries.

the template later.
Creating a Portal Template

Templates for the service portal use plain text and can include placeholders.
Service Features
221
1.
Click New.
2.

3.
4.
Save your entries.

the template later.
Creating a Template from a Response in the Workspace

Once a response has been sent to a customer, you can save it as a template.
1.
Select the outbound response you want to save as a template in the interactions area of the workspace.
2.
Choose the Actions
3.
Choose Save Response As Template.

The New Template quick create opens with the channel type and other relevant fields automatically filled to
reflect the response you chose.
4.
Enter a name for the template and, if necessary, add additional information.
5.
Save your entries.
icon.
Creating a Corporate Template

If you have administrator access rights in the system, then you have the option of creating corporate templates.
When creating a new template, for any channel type, select Corporate to make the template available for use by all
agents.
Adding Placeholders to a Text-Based Template

You can add placeholders for business data in your templates. When a response is sent using a template with
placeholders, the system will replace the placeholder with the actual business data it represents.
1.
Open the template details by clicking the template name.
2.
Click inside the Template Text box.
3.
Edit the text and add any of the placeholders from the list below.
4.
Save your changes.
Available Template Placeholders
Placeholder
Description
#AgentName#
Replaced by the name of the agent assigned to the ticket
#AccountName#
Replaced by the name of the account associated with the ticket
#Status#
Replaced with the status of the ticket
#Description#
Replaced with the description of the ticket
#TicketID#
Replaced with the ID of the ticket
#ContactName#
Replaced with the name of the contact associated with the ticket
#ProductID#
Replaced with the ID of the product associated with the ticket
#CreationDateTime#
Replaced with the date and time when the ticket was created in the system
222

Service Features
Placeholder
Description
#ProductDescription#
Replaced with the description of the product associated with the ticket
#ProductSerialNumber#
Replaced with the serial number of the registered product associated with the ticket
#WarrantyID#
Replaced with the ID of the warranty assigned to the ticket
#WarrantyEndDate#
Replaced with the expiration date of the warranty assigned to the ticket
#InitialResponseDueDateTime# Replaced with the date and time by which the initial response to a ticket should be
sent
#CompletionDueDateTime#
Replaced with the date and time by which the ticket should be completed
8.4.7 Working from Microsoft Outlook for Service Users

Outlook and SAP Cloud for Customer. After installing the add-in, you can do the tasks listed below right from
Microsoft Outlook.
2013.
Prerequisites
Your system has been set up to use Microsoft Outlook when responding to tickets.
You have installed the SAP Cloud for Customer Add-In for Microsoft Outlook locally on your computer, made
the appropriate settings, and logged on from Outlook.
For more information, see Installing the SAP Cloud for Customer Add-In for Microsoft Outlook [page 60].
You should have access to the shared e-mail account in your company used to respond to tickets. Make sure
you use this account when replying. You may need to manually select the correct account when composing
your response, or you can set the shared e-mail account as the default in Microsoft Outlook.
Tasks
Making Settings for SAP Cloud for Customer Add-In for Microsoft Outlook
1.
2.
Enable the side pane in Microsoft Outlook as follows:

Action
2007
Enable the view SAP Cloud for Customer.
2010 and 2013
Enable the add-in SAP Cloud for Customer.
Check the SAP Cloud for Customer folder locations in Microsoft Outlook as follows:

Service Features
223
Action
2007
Check tools for SAP Cloud for Customer Add-In Settings.
2010 and 2013
Choose
Settings .
The add-in automatically creates the synchronization folders, including the following:
Default Folder
This is the main folder where error and conflict information is stored.
Accounts Folder
This folder contains the accounts downloaded from SAP Cloud for Customer.
Contacts Folder
This folder contains the contacts downloaded from SAP Cloud for Customer.
To change any of these folders, click the folder link, select a new folder, and choose OK.
3.
In the Advanced Settings section, set the following:

a.
If you want the system to display synchronization-related notifications in a message in the Microsoft
Windows task bar, select the Display Synchronization Notifications checkbox.
b.
If you want the system to display synchronization-related errors in a message in the Microsoft Windows
task bar, select the Display Synchronization Errors checkbox.
You can use a right click on the SAP Cloud for Customer add-in icon in the Microsoft Outlook toolbar
as a shortcut to display synchronization errors and notifications directly, access the error and conflict
folders, open the activities list, and send meeting requests.
4.
If you are a service agent using Microsoft Outlook to reply to tickets, in the Initial Synchronization section,
select the Enable Service Scenario checkbox.
Logging On to SAP Cloud for Customer from Microsoft Outlook

1.
In Microsoft Outlook, under SAP Cloud for Customer, click the button to log on to SAP Cloud for Customer.
2.
In the dialog box that appears, select the row displaying the system where your SAP Cloud for Customer
system is located and choose OK.
The logon is certificate-based and runs automatically in the background.
Your Microsoft Outlook is now connected with the SAP Cloud for Customer system that you selected.
3.
If there is a problem with the certificate for your user, or if you are not working with certificates, a dialog box
appears, where you can enter your user ID and password.
Enter your URL in the SAP System field, leaving out the path or directory information at the end of the URL.
For example, you log on with URL http://Test.sap.corp:7000, and not http://Test.sap.corp:
7000/irj/portal.
You can confirm that you have logged on to the system by checking the title of the button that you used to
log on. If the text has switched to Log Off, you have logged on successfully.
pool in Microsoft Outlook. Actual synchronization of these items occurs automatically as soon as you
you may receive an authorization error when trying to use a Microsoft Outlook integration function.
224

Service Features
Responding to Tickets
You can respond to tickets from the agent workspace while using Microsoft Outlook.
1.
In the agent workspace, ensure that the Use Microsoft Outlook checkbox is selected.
2.
Choose Reply to respond to the last e-mail. This will copy the previous e-mail in the response, and also include
other recipients of the previous e-mail.
Choose Compose New E-Mail to respond without replying to the last e-mail.
Choosing either response option will open a Microsoft Outlook window pre-populated with the customer's email address.
3.
Compose your response.

Make sure you are replying from the correct e-mail account.
Keep the ticket number in the subject line of the e-mail so that it stays associated with the ticket.
4.
Send your response. The e-mail will be associated with the ticket and appear in the Interactions.

1.
In your calendar in Microsoft Outlook, open an appointment and under SAP Cloud for Customer, choose Add
Appointment.
You can add an appointment directly, without opening it, by right-clicking on the appointment in your
calendar, and choosing Add Appointment.
When you create a new appointment, you can synchronize it and send it by choosing Save, Send,
and Sync Appointment. This step combines multiple steps, saving you time.
2.
3.
Choose Submit.
An appointment activity is created in SAP Cloud for Customer, based on the information in the Microsoft
Outlook appointment.
[page 57]. To synchronize any future changes to the appointment in SAP Cloud for Customer or in Microsoft
Outlook, repeat the steps above.
If you add or change attendees in an SAP Cloud for Customer appointment, you can send the meeting
request as follows:
1.
Ensure that the appointment is synchronized, by repeating the steps above.
2.
Open the appointment in Microsoft Outlook and send the meeting request.

1.
In Microsoft Outlook, open a task in your To-Do List and choose

Service Features
Add Task .
225
In the task details, if you enter a name in the Company Name field, it is used as the account name in the system.
Simlarly, if you create a task in the system and synchronize it to Microsoft Outlook, the account name appears
in the task details as the company name.
2.
Add an account as a reference, if desired.
3.
Choose Submit.
A task activity is created in SAP Cloud for Customer, based on information in the Microsoft Outlook task.
[page 57].
Future tasks and tasks within the last 30 days are sychronized and appear in Microsoft Outlook. Tasks older
than 30 days are no longer synchronized.
If you change a task in SAP Cloud for Customer, the changes are automatically synchronized to Microsoft
Outlook within five minutes. However, there is no automatic synchronization if you change a task in Microsoft
Outlook that has already been synchronized. In this case, open the task in Microsoft Outlook, make your
changes, and then choose Add Task to trigger synchronization to SAP Cloud for Customer.
Displaying Synchronized Appointments and Tasks in SAP Cloud for Customer

1.
In SAP Cloud for Customer, go to Activities.
2.
Choose the Appointments or Tasks subview.

The appointment or task that you synchronized from Microsoft Outlook appears in SAP Cloud for Customer
in the Activities tab.
Cancelling Appointments
Unlike deleted appointments, canceled appointments still appear in the system, which means you can use them to
track appointments that were originally scheduled but not completed.
When you cancel your appointment in the system, it is synchronized with Outlook as described in section Adding
Appointments for Synchronization.
Following synchronization, in Outlook, cancellations are sent to the participants and the meeting is deleted from
Outlook.
You can only cancel appointments from the system. If you delete an appointment from Outlook, after
synchronization, it appears in the system as deleted.

tasks.
1.
In Microsoft Outlook, open the appointment you want to delete.

You can only synchronize appointments for which you are the organizer. If you are a participant, you
receive any updates from the organizer's Outlook appointment.
2.
226
Choose
Delete Appointment .

Service Features
You can only delete appointments or tasks that have been synchronized.
For appointments and tasks that were previously synchronized, the deletion is synchronized in both Microsoft
Displaying Synchronization Details for an Item

1.
Open the item in Microsoft Outlook.
2.
In the bottom frame of the item, in the Details SAP Cloud for Customer section, click the link.
8.4.8 Unassociated E-Mails

If your system is configured to support e-mail as a channel for creating customer service tickets, then any incoming
e-mails that the system cannot automatically convert to a new ticket or assign to an existing ticket get added to the
list of unassociated e-mails. These e-mails must be manually processed by agents.
There are several reasons why an e-mail could not be automatically associated with a ticket. For example, your
system may be configured to require manual processing or there may be more than one contact with the same
sender e-mail address. The system displays the reason in the e-mail details to assist you determining whether the
e-mail should be converted to a new ticket or assigned to an existing ticket.
Processing Unassociated E-Mails

1.
To view the list of unassociated e-mails in your system, go to
Customer Service
Unassociated E-
Mails .
2.
Open the E-Mail details.
3.
Review the reason why the system did not automatically associate the e-mail with a ticket.
You'll find the reason just above the General section of the e-mail details.
4.
Determine whether the e-mail should be converted to a new ticket or assigned to an existing one.
For example, the reason indicates there were no matching contacts found for the e-mail address
used to send the e-mail. But the e-mail message itself mentions a corporate customer account and
includes a full contact name. You look up the account and find the contact mentioned in the e-mail.
Since the e-mail message does not mention an open issue or known ticket, you determine that this
e-mail should be converted to a new ticket for that customer.
5.
Under Action , choose one of the following:
Convert to New Ticket

The New Ticket quick create opens where you can complete the required information and save your
entries to create a new ticket based on the e-mail.
The e-mail is removed from the list of unassociated e-mails and can no longer be processed as an e-mail.
Assign to Existing Ticket

A selection dialog box opens where you can choose a ticket to which to assign the e-mail.
Delete
Deletes the e-mail.

Service Features
227
6.
Close the e-mail details.
8.5 Customers
8.5.1 Accounts
Obsolete.
Tasks
Creating Accounts
1.
Choose
2.
Choose New.
3.
4.
Save your entries.
Customers
Accounts .
Editing Accounts
1.
2.

3.
Save your entries.

228

Service Features

Filter
Accounts Displayed
My Accounts
My Team's Accounts

team.
All

Choose
Choose
Choose
Actions
Set as Active

Service Features
229
Using Calendar View

Using Map View


has implemented.
Tab
Actions
Overview
yes
with the account.
yes
Feed
the Feed [page 43].
yes
Recent Orders
account.
yes
Available in SAP
Cloud for Sales?
yes
Available in SAP
Cloud for Service
and SAP Cloud
for Social
Engagement?

230

Service Features
Charts
yes
no

if desired.
Activities

yes
yes
Account Team
yes

Sales Territories
yes
no
yes
yes
this account.
address.
yes

Relationships

Addresses

Contacts
yes

Service Features
yes
231
Account
Hierarchy
yes
like.
yes

instead choose
Business Partners
Account

Campaigns
yes
no
Sales Leads
no
Opportunities

account.
yes
no
Attachments
account.
yes
yes
Groups




groups
no

232

Service Features
Sales Data
yes
no

Sales
Documents
yes
no
Tickets
no
yes
Target Groups
yes
no
Registered
Products
no
yes
Visits
no
Product Lists
yes
yes
Survey Results
yes
yes
Marketing
Attributes

yes
no

1.
Choose
2.
3.
4.
5.
Account Team tab.
Customers
Accounts .

1.
Choose
2.
3.
4.
Customers
Accounts .

1.
Choose
2.
3.
4.
5.
Customers

Service Features
Accounts .
233

1.
Choose
2.
3.
Choose Activities.
4.
Customers
Accounts .
5.

1.
Choose
2.
3.
Choose Summary .
Customers
Accounts .
See Also
Contacts [page 110]
8.5.2 Contacts
[page 104].
required.
Obsolete.
Tasks
Creating Contacts
1.
Choose
2.
Choose New.
3.
234
Customers
Contacts .

Service Features
4.
Save your entries.

Editing Contacts
1.
2.

3.
Save your entries.


Filter
Contacts Displayed
All
My Contacts

Choose
Choose
Actions

Service Features
Set as Active
235
Choose
Actions
Set as Obsolete

has implemented.
Tab
Actions
Available in SAP
Cloud for Sales?
Available in SAP
Cloud for Service
and SAP Cloud
for Social
Engagement?
Overview
yes
Feed
yes
Addresses
this contact.
yes

Activities
yes
yes
Sales Leads
yes
yes
Opportunities
yes
Relationships
yes
yes

Registered
Products

with this contact.
no
yes
Campaigns
yes
no
236

Service Features
Marketing
Interactions
yes
no
Tickets
no
yes
Marketing
Permissions
yes
no
Marketing
Attributes

yes
no
See Also
Accounts [page 104]
8.6 Employee Support

Employee support enables you to create support tickets for company employees. Support tickets can be created
automatically from e-mail messages sent to an internal support address, or support staff can create tickets manually.
Support staff can view employee details in the agent workspace. Employees can also create tickets on behalf of
another employee. For example:
Employee Melvin Jones looses his laptop and has no way to send an e-mail message to support. His
manager, Rita Thomas, sends a request for a replacement laptop on Melvin's behalf. Support staff can
process the ticket and a response will be sent automatically via e-mail.
Employee support uses the same basic ticket processing infrastructure as customer service. The documents linked
below apply to both solutions. Note that not all features described in these documents are available for employee
support.
See Also
Tickets [page 210]
Processing Tickets in the Workspace [page 214]
VIDEO: Start Here for Employee Support [page 237]
Templates [page 221]
Unassociated E-Mails [page 227]
8.7 VIDEO: Start Here for Employee Support

Video
Start Here for Employee Support

Service Features
(3m 44s)
237
Learn how to provide employee support in SAP Cloud for Service, from sorting and working with tickets, through
sending a reply with links to knowledge base articles and resolving the issue reported.
8.8 Registered Products

serial number. When a ticket is created, the registered product information allows the agent to identify the unique
customer product, the current valid warranty, and to determine service entitlements if any exist. Additional
information, such as product location or sales channel, is used in the service process and for reporting purposes.
Tasks
Registering a Product
You register products using the New Registered Product tool which can be accessed from the following locations in
the solution:
From the toolbar, click New Registered Product.
Under
From the customer detail screen on the Registered Products tab, click New .
When you create a registered product from a customer detail screen, the relevant information is automatically
copied into the form.
From the workspace, under Additional Information click the Edit icon for Serial ID, then click the Value
Selection icon. On the resulting pop-up, click New Registration.
When you create a registered product from the workspace, the customer and product information in the ticket
are automatically copied into the form.
1.
Enter the data for Customer, Product and Serial ID for identifying the registered product.
Products
Registered Products , click New .
The registered product ID is made up of the registered product and reference product, and is a unique
ID. However, the registered product is not necessarily unique. For example you can have a registered
product 127 for the reference product A, and a registered product 127 for the reference product B.
For this reason, the system may remind you that the number already exists if you should enter a
non-unique registered product.
2.
Save your entries.
Editing a Registered Product

You can review or add more information to a registered product from the registered product details screen. And
similar to creating a registered product, you can access that details screen from several locations in the solution.
Primarily, from one of the following:
238

Service Features
When creating the new registered product, rather than just saving and closing the form, you can choose
instead to Save and Open.
From the customer details Registered Products tab, click the Serial ID link.
Products Registered Products , select your query and then click the Serial ID of the registered
Under
product you want to review or edit.
Adding Product Details

The Overview tab is where you can enter additional details such as the product location, the owner of the registered
product (if different from the customer), and notes.
Remember to save your changes before closing the registered product details.
Adding a Warranty
1.
To add a warranty for the registered product, on the Overview tab, click the Edit icon for Warranty, then click
the Value Selection icon and select a warranty from the list.
2.
Save your entries.

For more information, see Warranties [page 239].
Adding Attachments
1.
On the Attachments tab, click Add.
2.
Select the type of attachment to add.
Local File: allows you to choose a file from your local drive and upload it to the system
3.
Web Link: allows you to define a URL and a display title
From Library: allows you to choose an attachment from the solution library
For more information, see Library [page 75].
Save your entries.
Reviewing or Adding Tickets

You can review any existing tickets related to the registered product on the Tickets tab. You can also create a new
ticket.
1.
Click New.
2.
Review the automatically filled information and make any necessary changes.
3.
Enter a subject and description for the ticket.
4.
Save your entries.

If you choose to Save and Open, the new ticket will open for processing in the workspace.
Review Changes
You can review the change history for the registered product on the Changes tab.
8.9 Warranties
You can create warranties in the system, defining their duration and any uncovered incident categories. These
warranties are then available to assign to registered products.

Service Features
239
Tasks
Create a Warranty
1.
Go to
2.
Enter a name, the ID, and the duration.

Enter the duration as a number and time unit, for example 30 days or 30 d, and the system will recognize
this and convert it to 30 Day(s).
3.
Under Uncovered Incident Categories you can add process or incident categories from your service category
catalog.
Tickets assigned an uncovered incident category are excluded from warranty coverage.
Products
Warranties
and click New.
Service or process categories without assigned incident categories are not relevant for the warranty
coverage. In column Category Type you can see whether you selected a process or an incident category.
4.
Save your entries.

The warranty is created in status In Preparation.
Activate the Warranty

To activate the warranty search for the corresponding warranty and select
Actions
Activate .
Assigning a Warranty to a Registered Product

1.
Go to
2.
Find the relevant registered product and open the details by clicking the serial ID.
3.
For Warranty, click Edit.
4.
Click Value Selection and select the relevant warranty.
5.
Save your entries.
Products
Registered Products .
Uncovered Incident Categories

Under Uncovered Incident Categories you can assign incident categories to exclude specific issues from the warranty
in case it is selected in, for example, a ticket. To make it easier you can also add service categories. In this case all
incident categories underneath the selected service category are uncovered for this warranty. The same applies
incident categories below another incident category.
Only the incident categories have an impact whether a warranty should be granted for a product or not. For example,
if no incident category was assigned to a service category listed in Uncovered Incident Categories and if you then
select this service category in the ticket, no warranty limitation and/or exclusion will take place.
Categories are bundled hierarchically so the higher level also includes the lower levels: Catalog (hidden field by default
in the Uncovered Incident Categories) includes a selection of service categories.
A service category is used to categorize different kinds of service inquiries, for example, a product problem or an
information request.
The incident categories, and all related incident categories in a lower level, are subcategories of the service categories
and are used to categorize the different types of incidents. The following is an example for the service category
product problem: gas boiler or electrical boilers.
240

Service Features
Customer Service & Support (Catalog)
Information Request (Service Category)
Product Problem (Service Category)
Gas Boiler (Incident Category)
Control Regulation Unit (Incident Category)
Customer Fault (Incident Category)
Installation Problem (Incident Category)
Electrical Boiler (Incident Category)
A company is selling boilers. All gas boilers should have a 5year warranty. Excluded from the warranty
should be the customer fault category. The administrator creates a warranty that is valid for 5 years and
selects under Uncovered Incident Categories the service category Customer Fault (Incident Category) and
Electrical Boiler.
In the case where a customer has a problem with a gas boiler and the issue was, for example, the
customer's fault, the warranty of the customer does not cover this damage. But if the damage is due to
an installation problem, the damage is covered by the warranty because it was not excluded.
8.10 Analysis
Analysis is your access point to system analytical data and reports that you can use to recognize trends, measure
customer sentiment, or track metrics like ticket volume or ticket completion rates.
Service Overview Dashboard

The Service Overview is a set of charts based on the reports in your system. They provide you with a snapshot of the
information you find most important and can be rearranged to suit the way you work.
For more information on adding or removing reports from the overview to personalize it, see Personalizing
Dashboards [page 174].
To view report details, click the Actions icon and choose one of the following options:
View with Web Browser
View with Web Browser Quick Filter
View with Microsoft Excel
Reports for the Customer Service and Social Media Features of SAP Cloud for Customer
The following reports are available from SAP, though your administrator may create custom reports that you can
also choose to display in the overview dashboard (listed in alphabetical order):

Service Features
241
Reports in SAP Cloud for Service and SAP Cloud for Social Engagement
Report
Description
Customer Count
Shows the number of customers by channel, product, and

time.
Customer Sentiment Measure
Shows a customers average sentiment over time.
Daily Average Service Request Backlog
Shows the number of daily average service requests for

month-to-date and year-to-date.
Daily Average Service Request Backlog (Priority)
Shows the number of daily average service requests by

priority.
Daily Average Service Request Backlog (Service Organization) Shows the number of daily average service requests by
structure, service organization, and service and support
organization.
Daily Average Service Request Backlog (Top-10 Service
Category)
Shows the number of daily average service requests by the

top 10 service categories.
Daily Average Service Request Backlog (Year)
Shows the number of daily average service requests by year.
Operational Metrics
Shows the average handle time by agent, channel, product,

and time.
Sentiment Measure
Shows the number of positive, neutral, and negative

sentiments by channel, product, and time.
Service Request Backlog
Shows the number of open and in process service request

backlog items per rolling week.
Service Request Completion Rate
Shows the service request completion rate by day.
Service Request Daily Average
Shows the number of service request daily average for monthto-date and year-to-date.
Ticket Activity Volume
Shows the total number of inbound ticket activities, including

original messages, comments, and likes by channel and
product.
Ticket Completion Rate
Shows the percentage of tickets completed by channel,

product, agent, and time.
Ticket Escalation Rate
Shows the percentage of tickets escalated by channel,

Ticket Priority
Shows the average and median ticket priority scores and the
number of high, medium, and low priority tickets by channel,
product, and time.
Ticket Volume
Shows the number of tickets by channel, product, status, and

time.
Top 5 Influencers
Shows the top 5 influencers or customers based on the Klout

score or message volume by channel and product.
Top 5 Knowledge Base Articles
Shows the top 5 knowledge base articles shared with

customers by channel, product, and time.
Top 5 Topics
Shows the top 5 topics identified in tickets by channel,

product, and time.
242

Service Features
8.11 Processing Inbound Phone Calls

Overview
Upon installing the Computer Telephony Integration (CTI) client adapter provided by SAP, your solution will
automatically generate phone activities that capture customer information for incoming calls, provided that your
solution is enabled to contain the Live Activity pane.
Prerequisites
You have installed third-party telephony software.
Tasks
Installing the CTI Client Adapter
To allow your solution to automatically generate phone activities, install the CTI client adapter as follows:
1.
2.
Download the CTI Client Adapter as follows:
3.
1.
Hover over CTI Client Adapter, then click Download .
2.
Click Run when prompted.
3.
Click Yes when asked if you want the solution to publish changes on your computer.
4.
Complete the steps in the setup wizard.

Upon completing the installation steps, the adapter will be installed on your computer, and a shortcut
will be visible on your desktop.
Right-click the shortcut to the adapter on your desktop. Open the Compatibility menu. Enable the selection
Run the program as an administrator.
Adding Notes to Current Phone Call Activity

If you solution is enabled to contain the Live Activity pane, then you can view the details of your current phone call
and add notes to the activity.
To see current phone call details, the CTI Client Adapter installed on your desktop must be running. You need
to run the adapter before you open SAP Cloud for Customer.
1.
During a phone call, click Live Activity.

If necessary, you can choose Actions Reset in the live activity pane to clear the previous call information.
The details of your current call will be populated in the pane:
Call Information contains details about the current call.
2.
Customers contains detailed information about the customer on the call. You can also search for
customer information.
Tickets contains a list of tickets related to the current customer. You can also search for tickets.
Enter your comments in Notes and save your changes.

Service Features
243
To see the notes you added to the activity, choose

activity.
Your comments are visible in Notes.
Activities
Phone Calls , then open the phone call
Converting a Phone Activity to a Ticket

You can convert a phone activity to a ticket if your solution is scoped to use Social and Service features.
1.
Choose
2.
Select the phone activity you want to convert from the list.
3.
Select Actions and then Convert to New Ticket.

You will see a ticket in the Queue that contains the information from the phone activity.
244
Activities
Phone Calls .

Service Features
9 Social Media Features
9.1 VIDEO: Start Here for Social Engagement

Video
Start Here for Social Engagement
(7m 22s)
Find out the basic information you need to get working on tickets in SAP Cloud for Social Engagement.
9.2 Customer Service

9.2.1 Queue
Customer Service Queue , you can see a list of open and in process tickets. You can use the tools in the
In
Queue to process customer tickets.
To see a list of all tickets, including completed tickets, go to
Customer Service
Tickets .
Ticket Tasks

245
Task
Procedure


another team.
1.
Choose the Actions
2.
3.

1.
Choose the Actions
2.
3.

1.
Choose the Actions
2.
3.

1.
Choose the Actions
2.
Select Escalate.
3.

Escalation window.
1.
Choose the Actions
2.
Select De-escalate.
3.
1.
Choose the Actions
2.
1.
Choose the Actions
2.
3.

options:

or team.
4.
246
Result
icon.
icon.
icon.
icon.

your selection.


icon.
icon.
icon.

to your queue.

agent or team.

icon. Select
Selection
options presented.
Choose OK .

Task
Procedure
1.
2.
3.
4.
5.
Result

Select Add Note.
Enter your note.
portal.
Choose the Actions
icon.
Choose Save .
Task
Procedure
Result

complete a ticket.
1.

Follow Up .
2.

or Create Lead..
3.


working on.
Create a PDF
1.

the PDF.
2.
Then click
Summary Preview .
to the customer.
3.
When you click


247
See Also
9.2.2 VIDEO: Processing Tickets

Video
Processing Tickets
(4m 12s)
Find out about the tools in the Workspace and in the Queue and Tickets list that help you to complete tickets.
9.2.3 Processing Tickets in the Agent Workspace

When you open a ticket, you can access the tools you need to solve customer problems in the agent workspace.
Here, you can respond to tickets through the channels set up for your solution. You can also search similar tickets
and the knowledge base to help you close tickets.
Tasks
Common Ticket Tasks
The following table lists tasks that you can perform on tickets:
248

Ticket Tasks
Task

Procedure
1.

the screen.
2.
Select the new status from the

dropdown.
3.
Save your changes.
1.

the screen.
2.
Select the new priority from the

dropdown next to Priority.
3.
Select a priority from the

dropdown.
4.
Save your changes.
1.
Choose Set As Irrelevant at the The ticket is set to Irrelevant status and
removed from all queues.
2.

1.
Choose Escalate at the bottom The ticket is set to Escalated status.

of the screen.
Escalation window.
2.
Assign a ticket to yourself, another

agent, or another team.
Result
1.
2.
Choose Assign To at the

Select Me to assign the

ticket to yourself.
Select Agent... to assign the

ticket to another agent.
Select Team... to assign the

ticket to another team.

your selection.
The ticket is moved either to you or the

specified agent or team.
To assign the ticket to another

agent or team, do one of the
following:

or team.

by choosing Value
. Select the
Selection
agent or team from the
options presented.
3.

Choose OK .
249
Task
Procedure
Result
Copy a ticket to an On Premise CRM

System.
If your solution is connected to the onpremise SAP Customer Relationship

Management (SAP CRM), you can copy
a ticket to this solution by performing the
following:
A copy of the ticket is now available in the

external system. You can still see the
ticket in your solution but it can only be
edited in the external system. You can
see an id number assigned to the ticket
in the External ID field in the workspace.
This number cannot be changed. The
external system will update the ticket
status in your solution.
1.

the screen.
2.
Select Copy to CRM the status

dropdown.
3.
Save your changes.
An agent has copied a ticket to

the on-premise SAP CRM
system. The agent checks the
ticket periodically to make sure
the ticket is completed. When
the external system, the agent
can now see that the status of
the workspace.

complete a ticket.
1.
Choose Follow Up .
2.
Select either Create Ticket or

Create Sales Quote.
3.


for the ticket in Document Flow. Followup items are indicated by an arrow that
working on.
Copy ticket information into a new ticket. You can copy ticket information from an
existing ticket into a new ticket, for
example, to make a ticket for a customer
that is having a similar issue.
1.
Choose Copy .
2.
Some of original ticket

information will be copied from
the ticket you are working on.
3.
Enter all necessary additional

information and save your
changes.
You won't see tickets leave your queue until you exit the workspace.
250

Responding to a Ticket
The channel of the ticket determines your response options. For example, you can respond to a Twitter ticket by
posting a Tweet.
1.
Choose Reply, Comment, or Compose New E-Mail. The options available to you will depend on the channel of
the ticket and any past interactions.
2.
Type your response or select a template to use in your response.

If your system is set up to support it, you can insert a chat link in your response so that you or another agent
can begin a live chat session with the customer.
3.
Attach any articles that may help your customer. This action is not available when replying to Facebook
comments.
4.
Choose Tweet, Comment, or Send. Again, the options available will be determined by the ticket type.
Your response will be added to the interactions for the ticket. You may need to refresh the screen to see your
response appear.
Responses that contain profanity are blocked from being sent by the solution. If your message contains
profanity, the solution will ask you to remove it.
See the relevant section below for more information on responding to tickets from or through different channels.
Twitter
If you reply to a tweet, your response will be sent to Twitter as a reply to the original Tweet from the customer.
Public responses to Twitter tickets are limited 140 characters, including spaces. If you enter a message
greater than 140 characters, you will not be able to send the response. The solution counts the remaining
available characters as you type.
You can use Twitter to send a private message if the user follows the twitter handle of the company used in
the response.
You can retweet a message to Twitter that has been posted by a customer. Hover your mouse over the
message in Interactions and choose
page.
Retweet . The message will be posted on your companys Twitter
Facebook
Customers can send either public messages by commenting on your company's Facebook wall or private
messages by messaging your company using Facebook. Your response will automatically be public if the
customer's message was public or private if the customer's message was private.
If you reply to a Facebook message, your response will be sent to Facebook as a reply to the customer's
original Facebook message.
If your solution is set up to support it and your company's Facebook page allows nested commenting, you
can reply to comments to a post in Facebook. Your response will appear underneath the original comment.
E-Mail
To respond to a customer via e-mail, your system must have the customer's e-mail address stored. For more
information about editing a customer's profile to add an e-mail address, see About Individual Customers
[page 267].
You may have the option to reply to a ticket, or compose a new e-mail. If you choose to reply, the previous
customer message will be copied, in addition to preserving any of ther recipients of the last e-mail.
If your system is set up to support it, you can respond to tickets from the agent workspace using Microsoft
Outlook. To do this, you must download and install the SAP Cloud for Customer Add-In for Microsoft Outlook.

251
For more information, see Installing the SAP Cloud for Customer Add-In for Microsoft Outlook [page 60]
and Working from Microsoft Outlook for Service Users [page 223].
If the e-mail bounces, you will receive an error message in Interactions. The error message will be generated
after the solution tries to deliver the message.
SAP HANA Cloud Portal, Support Site Option
If your company has enabled a support portal, you can post a note to the portal.
Chat
Depending on the configuration of your system, the chat transcript may be available to you after the live chat
has ended in the ticket interactions.
Using the Knowledge Base
The knowledge base may be pre-populated with articles based on any tags associated with the ticket. If
browsing in your knowledge base is enabled, you can also search the knowledge base for relevant articles.
Choose an article to preview it. Attach it to the ticket by hovering over the article and choosing Attach .
When you attach an article from the knowledge base, a URL will be entered into the reply box.
Choose Reset to clear your search terms and return to the original list of recommended solutions.
Searching for Similar Tickets

1.
Enter your search terms in the Search input field in Similar Tickets. Press Enter or choose Search to
initiate the search.
The solution will return a list of in process and completed tickets based on your search keywords.
2.
3.
There are two ways to see the articles attached to a ticket:

a.
Click the link next to the paperclip icon in the list view.
b.
Open the ticket in detail view by choosng the ticket number and then opening the Attached Articles tab.
The ticket detail allows you to see both the ticket history and the articles attached to the ticket.
You can send customers a link to an article by choosing Attach .

a.
Click Attach to Article if you accessed the article from the link in the list view.
b.
Click the attach (+) button if you accessed the article from the Attached Articles tab in the detail view.
A URL will be entered into the text box in the ticket activities area.
4.
Click Reset to clear your search terms.

The original list of recommended solutions will populate the tab and the keywords associated with the ticket
will populate the search textbox.
Creating a Note
1.
Click Add Note.
2.
Enter your note in the text box.
3.
Save your note. It will be added to the ticket interactions.
Changing Product Information

1.
Choose Edit at the bottom of the screen.
2.
In the Product section, perform one of the following:
252
a.
Type in the product name, then choose Enter .
b.
Choose
Value Selection to choose the product name from the list in the Select a Product window.
You can also perform a search in this window. For more information, see About Worklists [page 70].

You can also register the product directly from the workspace by choosing Edit, thenSerial Number, then choose
Value Selection . In the resulting window, choose New Registration.
Changing a Customer
1.
Choose Edit.
2.
In the Customer section, do one of the following:
3.
1.
Value Selection to select the customer name from the list in the window.
Choose
You can perform a search in the window. For more information, see About Worklists [page 70].
2.
Type in the customer name then press Enter .
Save the new information.
Adding an Attachment
1.
Click Attachments.
2.
Click Add. Select the source of the attachment.

The Add Attachment window opens.
3.
Click Browse and find the file you want to attach.
4.
Select either Standard Attachment or Internal Attachment from the Document Type selection field.
Internal Attachments can be viewed by all users of the solution but not to customers.
5.
Click Add.
Reviewing the Ticket Change History

In order to review the change history, you need to switch on the tab using the
1.
Under Sections, choose Tabs.
2.
Under Tabs, select Change History.
3.
Save your entries and close the personalize pane.

The Change History tab is now active in the workspace.
Personalize
This Screen
feature.
Changing the Category Information

You can change the category information for the Service Category, Incident Category, Cause Category, Resolution
Category, and Object Category.
1.
Choose Edit.
2.
In the Category section, choose

a.
Value Selection , then select the new category ID.
For incident categories you can pick the new category form the Tree View.
Changing a Message Sentiment

If text analysis incorrectly interprets a message sentiment, you can manually change the sentiment of the message
in Interactions.
1.
Choose the sentiment name in Interactions.
2.
Select the new sentiment from the dropdown list.

253
Viewing Ticket Relationships in Document Flow

The Document Flow tab displays the tickets and sales orders that are related to a ticket you are working on. When
you create a follow up ticket or sales order, Document Flow displays the relationship between the items. Arrows point
away from the original ticket and point toward any follow up tickets and sales quotes.
Tracking Ticket Progress with Timeline Information

The data points in Timeline help you track a ticket's progress. Some of the dates in the Timeline are pre-populated
when you open a ticket. These dates are calculated based on your company's service level agreements and the time
at which the ticket was created.
Some of the fields in Timeline will change when you change a ticket value or respond to a customer. The table below
describes the events that cause changes to fields in the Timeline.
Field Name
Changed On
What Causes the Value to Change
Changing information in a ticket.

You change the product associated with the ticket. After you save, the time you see
in Changed On is updated.
Responding to a customer.
Making a note to the ticket.
Initial Review
Completed
Changing the ticket status from Open to In Process.
Last Customer
Interaction
Each time a customer responds to an agent, the time the response occurred will populate this field.
Last Agent
Interaction
Each time an agent responds to a customer, the time the response occurred will populate this field.
Next Response Due Each time a customer responds to an agent, the time populated in Next Response Due will be updated
according to your company's service level agreement, if this has been configured for you solution by your
administrator.
Date Completed
Changing the ticket status to Completed.
9.2.4 Social Media Messages

Social Media Messages allows you to see a messages generated on social media Web sites and broadcasts that you
have created. You can see all replies and comments to messages and broadcast as separate items in the social media
messages list that can be sorted, filtered, and searched.
You can delete Facebook messages and Twitter responses in the social media messages list using the Actions icon.
254

Tasks
Sending Broadcast Messages
1.
Click New .
2.
Select the channel to receive the broadcast by either typing in the channel name in the channel field or clicking
the Select Channel icon and selecting the channel from the resulting list.
A broadcast can only be used for one channel.
Picture attachments can be sent to Twitter channels.
3.
Enter the broadcast message in the Message text box.

solution counts the number of characters you have used.
4.
Click Send .
Once a broadcast is sent, it cannot be edited.
See Also
9.2.5 Templates
You can use templates to save time and to standardize responses. Templates are available directly from the
workspace and can include placeholders for business data like the customer name or the ticket ID.
You'll find templates under
Customer Service
Templates .
Tasks
E-mail templates are created and edited directly in the system using a rich text editor and can use placeholders that
are automatically replaced with the related business data once the response is sent.
1.
Click New.
2.

3.
Select E-Mail as the template's channel type.
4.
Enter the e-mail Subject line.
5.
Enter the e-mail Template Text.
6.
Save your entries.

255
the template later.
Creating a Social Channel Template

Templates for social media channels use plain text and can include placeholders.
1.
Click New.
2.

3.
Select Social as the template's channel type.
4.
Then select the Social Channel.
5.

system displays a running character count below the text box.
6.
Save your entries.

the template later.
Creating a Portal Template

Templates for the service portal use plain text and can include placeholders.
1.
Click New.
2.

3.
4.
Save your entries.

the template later.
Creating a Template from a Response in the Workspace

Once a response has been sent to a customer, you can save it as a template.
1.
Select the outbound response you want to save as a template in the interactions area of the workspace.
2.
Choose the Actions
3.
Choose Save Response As Template.

The New Template quick create opens with the channel type and other relevant fields automatically filled to
reflect the response you chose.
4.
Enter a name for the template and, if necessary, add additional information.
5.
Save your entries.
icon.
Creating a Corporate Template

If you have administrator access rights in the system, then you have the option of creating corporate templates.
When creating a new template, for any channel type, select Corporate to make the template available for use by all
agents.
256

Adding Placeholders to a Text-Based Template

You can add placeholders for business data in your templates. When a response is sent using a template with
placeholders, the system will replace the placeholder with the actual business data it represents.
1.
Open the template details by clicking the template name.
2.
Click inside the Template Text box.
3.
Edit the text and add any of the placeholders from the list below.
4.
Save your changes.
Available Template Placeholders
Placeholder
Description
#AgentName#
Replaced by the name of the agent assigned to the ticket
#AccountName#
Replaced by the name of the account associated with the ticket
#Status#
Replaced with the status of the ticket
#Description#
Replaced with the description of the ticket
#TicketID#
Replaced with the ID of the ticket
#ContactName#
Replaced with the name of the contact associated with the ticket
#ProductID#
Replaced with the ID of the product associated with the ticket
#CreationDateTime#
Replaced with the date and time when the ticket was created in the system
#ProductDescription#
Replaced with the description of the product associated with the ticket
#ProductSerialNumber#
Replaced with the serial number of the registered product associated with the ticket
#WarrantyID#
Replaced with the ID of the warranty assigned to the ticket
#WarrantyEndDate#
Replaced with the expiration date of the warranty assigned to the ticket
#InitialResponseDueDateTime# Replaced with the date and time by which the initial response to a ticket should be
sent
#CompletionDueDateTime#
Replaced with the date and time by which the ticket should be completed
9.2.6 Unassociated E-Mails

If your system is configured to support e-mail as a channel for creating customer service tickets, then any incoming
e-mails that the system cannot automatically convert to a new ticket or assign to an existing ticket get added to the
list of unassociated e-mails. These e-mails must be manually processed by agents.
There are several reasons why an e-mail could not be automatically associated with a ticket. For example, your
system may be configured to require manual processing or there may be more than one contact with the same
sender e-mail address. The system displays the reason in the e-mail details to assist you determining whether the
e-mail should be converted to a new ticket or assigned to an existing ticket.

257
Processing Unassociated E-Mails

1.
To view the list of unassociated e-mails in your system, go to
Customer Service
Unassociated E-
Mails .
2.
Open the E-Mail details.
3.
Review the reason why the system did not automatically associate the e-mail with a ticket.
You'll find the reason just above the General section of the e-mail details.
4.
Determine whether the e-mail should be converted to a new ticket or assigned to an existing one.
For example, the reason indicates there were no matching contacts found for the e-mail address
used to send the e-mail. But the e-mail message itself mentions a corporate customer account and
includes a full contact name. You look up the account and find the contact mentioned in the e-mail.
Since the e-mail message does not mention an open issue or known ticket, you determine that this
e-mail should be converted to a new ticket for that customer.
5.
6.
Under Action , choose one of the following:
Convert to New Ticket

The New Ticket quick create opens where you can complete the required information and save your
entries to create a new ticket based on the e-mail.
Assign to Existing Ticket

A selection dialog box opens where you can choose a ticket to which to assign the e-mail.
Delete
Deletes the e-mail.
Close the e-mail details.
9.3 Customers
9.3.1 Accounts
Obsolete.
Tasks
Creating Accounts
1.
258
Choose
Customers
Accounts .

2.
Choose New.
3.
4.
Save your entries.

Editing Accounts
1.
2.

3.
Save your entries.


Filter
Accounts Displayed
My Accounts

259
My Team's Accounts

team.
All

Choose
Choose
Choose
Actions
Set as Active
Using Calendar View

Using Map View


has implemented.
260

Tab
Actions
Available in SAP
Cloud for Sales?
Overview
yes
with the account.
yes
Feed
the Feed [page 43].
yes
Recent Orders
account.
yes
yes
Available in SAP
Cloud for Service
and SAP Cloud
for Social
Engagement?

Charts
yes
no

if desired.
Activities

yes
yes
Account Team
yes

Sales Territories
yes
no


261
Relationships
yes
yes
this account.
address.
yes

Addresses

Contacts
yes
yes
Account
Hierarchy
yes
like.
yes

instead choose
Business Partners
Account

Campaigns
yes
no
Sales Leads
no
Opportunities

account.
yes
no
Attachments
account.
yes
yes
262

Groups




groups
no

Sales Data
yes
no

Sales
Documents
yes
no
Tickets
no
yes
Target Groups
yes
no
Registered
Products
no
yes
Visits
no
Product Lists
yes
yes
Survey Results
yes
yes
Marketing
Attributes

yes
no

1.
Choose
Customers

Accounts .
263
2.
3.
4.
5.
Account Team tab.

1.
Choose
2.
3.
4.
Customers
Accounts .

1.
Choose
2.
3.
4.
5.
Customers
Accounts .

1.
Choose
2.
3.
Choose Activities.
4.
Customers
Accounts .
5.

1.
Choose
2.
3.
Choose Summary .
Customers
Accounts .
See Also
Contacts [page 110]
264

9.3.2 Contacts
[page 104].
required.
Obsolete.
Tasks
Creating Contacts
1.
Choose
2.
Choose New.
3.
4.
Save your entries.
Customers
Contacts .
Editing Contacts
1.
2.

3.
Save your entries.


265

Filter
Contacts Displayed
All
My Contacts

Choose
Choose
Choose
Actions
Actions
Set as Active
Set as Obsolete

has implemented.
Tab
Actions
Overview
266
Available in SAP
Cloud for Sales?
Available in SAP
Cloud for Service
and SAP Cloud
for Social
Engagement?
yes

Feed
yes
Addresses
this contact.
yes

Activities
yes
yes
Sales Leads
yes
yes
Opportunities
yes
Relationships
yes
yes

Registered
Products

with this contact.
no
yes
Campaigns
yes
no
Marketing
Interactions
yes
no
Tickets
no
yes
Marketing
Permissions
yes
no
Marketing
Attributes

yes
no
See Also
Accounts [page 104]
9.3.3 Individual Customers

Individual customers are those customers who are not associated with a corporate account and do business with
your company directly.

267
If your system has been configured to support e-mail as a channel for individual customers, then each time an
individual sends an e-mail which results in a new ticket, the system automatically creates an individual customer
record based on the e-mail address of the individual.
Additionally, if your system has been configured to support social media channels for customer interaction, then
similarly each time an individual posts a message for the first time on one of your social media channels which results
in a new ticket, the system automatically creates a customer profile based on their user account for that channel.
You can open the customer profile to view the details by clicking the customer name anywhere it appears
on the user interface.
Reviewing and Editing Customer Details

General Information
Field or Feature
Description
Contact Information
The initial contact information can be limited, for example by the customer's privacy
settings on the originating social media site. If you have further details you want to add
to the customer's profile, for example a phone number or address, you can edit it by
placing your cursor over the field and clicking inside the box that appears.
Social Information
These are links to the customer's profiles, if available, on the associated social media
sites.
You can also assign a social profile by clicking Edit for the associated channel. For more
information, see Reassigning an Individual Customer's Social Media Profile
[page 269].
This information is only

available if your system has
been configured to support
social media channels.
Tickets
All tickets posted directly by this customer are included on the Tickets tab.
You can also manually create a new ticket for the customer from this tab.
1.
Click New.
All the available, relevant information is pre-filled in the new ticket quick create.
2.
Complete the mandatory fields and enter any other relevant information.
3.
Save your entries.

A new, open ticket is created.
Social Media Messages

All social media messages associated with this customer are listed in Social Media Messages.
You can delete social media messages by selecting the Actions icon and then Delete.
You can also filter and sort the social media messages in the list. For more information, see About Worklists
[page 70].
Social Profiles
If the customer has an associated Twitter profile, the Social Profiles tab will display additional information about the
customer's Twitter account, if available, as well as his or her recent tweets (Twitter Timeline), and Klout profile
information.
268

Section
Description
Twitter Profile
Additional information about the customer's Twitter account

The availability of information is based on the customer's privacy settings on
Twitter.
Klout Profile
A breakdown of the customer's Klout score
Twitter Timeline
Recent tweets to or from the customer's handle, listed in real-time order
Activities
All activities related to the customer are included in the tables. You can also create new activities by clicking New in
the relevant section.
For more information, see Activities [page 57].
Registered Products
Any products registered to the customer are displayed in the list. You can also add new registered products by
clicking New.
9.3.4 Reassigning an Individual Customer's Social Media Profile

You can reassign a social media profile, that is, a Facebook profile or Twitter handle, from one individual customer
to another. Reassigning the social profile does not automatically reassign any other data, including any open or in
process ticketsthose must be moved manually.
There are two customer records for the same individualone created from a Facebook post (customer
A) and the other from a Twitter post (customer B). You decide which of the two individual customers to
keep, let's say customer B. So you transfer any open or in process tickets from customer A to customer
B. Then you reassign the Facebook profile from customer A to customer B. Finally, you contact your
system administrator to mark the extra individual customer, customer A, as obsolete. This will ensure
that the system ignores that record going forward.
This example is depicted in the following figure:

269
Example of Reassigning a Social Media Profile
Tasks
Moving Tickets
Because reassigning a social media profile does not reassign any tickets, you should manually move any open or in
process tickets from the individual customer whose social media profile you'll be reassigning.
1.
From the Tickets tab of the individual customer whose tickets you want to move, open a ticket.
2.
Change the customer.

For more information, see Changing a Customer.
3.
Save your entries and repeat for any remaining tickets to be moved.
Assigning a Social Media Profile

Every social media profile in the system is associated with an individual customer, so by assigning a social media
profile to one, you are removing it from another.
1.
Go to the Individual Customer details.
2.
Under the Social Information section, click Edit to assign either a Facebook or Twitter profile.
3.
Click the value help to find the social media profile you want to assign to the individual customer.
4.
Save your entries.

If you know that the individual customer whose profile you have just removed is a duplicate record and
should be ignored by the system for further processing, then contact your system administrator to
mark that customer as obsolete.
9.4 Registered Products

serial number. When a ticket is created, the registered product information allows the agent to identify the unique
customer product, the current valid warranty, and to determine service entitlements if any exist. Additional
information, such as product location or sales channel, is used in the service process and for reporting purposes.
270

Tasks
Registering a Product
You register products using the New Registered Product tool which can be accessed from the following locations in
the solution:
From the toolbar, click New Registered Product.
Under
From the customer detail screen on the Registered Products tab, click New .
When you create a registered product from a customer detail screen, the relevant information is automatically
copied into the form.
From the workspace, under Additional Information click the Edit icon for Serial ID, then click the Value
Selection icon. On the resulting pop-up, click New Registration.
When you create a registered product from the workspace, the customer and product information in the ticket
are automatically copied into the form.
1.
Enter the data for Customer, Product and Serial ID for identifying the registered product.
Products
Registered Products , click New .
The registered product ID is made up of the registered product and reference product, and is a unique
ID. However, the registered product is not necessarily unique. For example you can have a registered
product 127 for the reference product A, and a registered product 127 for the reference product B.
For this reason, the system may remind you that the number already exists if you should enter a
non-unique registered product.
2.
Save your entries.
Editing a Registered Product

You can review or add more information to a registered product from the registered product details screen. And
similar to creating a registered product, you can access that details screen from several locations in the solution.
Primarily, from one of the following:
When creating the new registered product, rather than just saving and closing the form, you can choose
instead to Save and Open.
From the customer details Registered Products tab, click the Serial ID link.
Products Registered Products , select your query and then click the Serial ID of the registered
Under
product you want to review or edit.
Adding Product Details

The Overview tab is where you can enter additional details such as the product location, the owner of the registered
product (if different from the customer), and notes.
Remember to save your changes before closing the registered product details.
Adding a Warranty
1.
To add a warranty for the registered product, on the Overview tab, click the Edit icon for Warranty, then click
the Value Selection icon and select a warranty from the list.
2.
Save your entries.

For more information, see Warranties [page 239].
Adding Attachments
271
1.
On the Attachments tab, click Add.
2.
Select the type of attachment to add.
Local File: allows you to choose a file from your local drive and upload it to the system
3.
Web Link: allows you to define a URL and a display title
From Library: allows you to choose an attachment from the solution library
For more information, see Library [page 75].
Save your entries.
Reviewing or Adding Tickets

You can review any existing tickets related to the registered product on the Tickets tab. You can also create a new
ticket.
1.
Click New.
2.
Review the automatically filled information and make any necessary changes.
3.
Enter a subject and description for the ticket.
4.
Save your entries.

If you choose to Save and Open, the new ticket will open for processing in the workspace.
Review Changes
You can review the change history for the registered product on the Changes tab.
9.5 Warranties
You can create warranties in the system, defining their duration and any uncovered incident categories. These
warranties are then available to assign to registered products.
Tasks
Create a Warranty
1.
Go to
2.
Enter a name, the ID, and the duration.

Enter the duration as a number and time unit, for example 30 days or 30 d, and the system will recognize
this and convert it to 30 Day(s).
3.
Under Uncovered Incident Categories you can add process or incident categories from your service category
catalog.
Tickets assigned an uncovered incident category are excluded from warranty coverage.
Products
Warranties
and click New.
Service or process categories without assigned incident categories are not relevant for the warranty
coverage. In column Category Type you can see whether you selected a process or an incident category.
4.
Save your entries.

The warranty is created in status In Preparation.
Activate the Warranty

To activate the warranty search for the corresponding warranty and select
272
Actions
Activate .

Assigning a Warranty to a Registered Product

1.
Go to
2.
Find the relevant registered product and open the details by clicking the serial ID.
3.
For Warranty, click Edit.
4.
Click Value Selection and select the relevant warranty.
5.
Save your entries.
Products
Registered Products .
Uncovered Incident Categories

Under Uncovered Incident Categories you can assign incident categories to exclude specific issues from the warranty
in case it is selected in, for example, a ticket. To make it easier you can also add service categories. In this case all
incident categories underneath the selected service category are uncovered for this warranty. The same applies
incident categories below another incident category.
Only the incident categories have an impact whether a warranty should be granted for a product or not. For example,
if no incident category was assigned to a service category listed in Uncovered Incident Categories and if you then
select this service category in the ticket, no warranty limitation and/or exclusion will take place.
Categories are bundled hierarchically so the higher level also includes the lower levels: Catalog (hidden field by default
in the Uncovered Incident Categories) includes a selection of service categories.
A service category is used to categorize different kinds of service inquiries, for example, a product problem or an
information request.
The incident categories, and all related incident categories in a lower level, are subcategories of the service categories
and are used to categorize the different types of incidents. The following is an example for the service category
product problem: gas boiler or electrical boilers.
Customer Service & Support (Catalog)
Information Request (Service Category)
Product Problem (Service Category)
Gas Boiler (Incident Category)
Electrical Boiler (Incident Category)
A company is selling boilers. All gas boilers should have a 5year warranty. Excluded from the warranty
should be the customer fault category. The administrator creates a warranty that is valid for 5 years and
selects under Uncovered Incident Categories the service category Customer Fault (Incident Category) and
Electrical Boiler.
In the case where a customer has a problem with a gas boiler and the issue was, for example, the
customer's fault, the warranty of the customer does not cover this damage. But if the damage is due to
an installation problem, the damage is covered by the warranty because it was not excluded.

273
9.6 Analysis
Analysis is your access point to system analytical data and reports that you can use to recognize trends, measure
customer sentiment, or track metrics like ticket volume or ticket completion rates.
Service Overview Dashboard

The Service Overview is a set of charts based on the reports in your system. They provide you with a snapshot of the
information you find most important and can be rearranged to suit the way you work.
For more information on adding or removing reports from the overview to personalize it, see Personalizing
Dashboards [page 174].
To view report details, click the Actions icon and choose one of the following options:
View with Web Browser
View with Web Browser Quick Filter
View with Microsoft Excel
Reports for the Customer Service and Social Media Features of SAP Cloud for Customer
The following reports are available from SAP, though your administrator may create custom reports that you can
also choose to display in the overview dashboard (listed in alphabetical order):
Reports in SAP Cloud for Service and SAP Cloud for Social Engagement
Report
Description
Customer Count
Shows the number of customers by channel, product, and

time.
Customer Sentiment Measure
Shows a customers average sentiment over time.
Daily Average Service Request Backlog
Shows the number of daily average service requests for

month-to-date and year-to-date.
Daily Average Service Request Backlog (Priority)
Shows the number of daily average service requests by

priority.
Daily Average Service Request Backlog (Service Organization) Shows the number of daily average service requests by
structure, service organization, and service and support
organization.
Daily Average Service Request Backlog (Top-10 Service
Category)
Shows the number of daily average service requests by the

top 10 service categories.
Daily Average Service Request Backlog (Year)
Shows the number of daily average service requests by year.
Operational Metrics
Shows the average handle time by agent, channel, product,

and time.
Sentiment Measure
Shows the number of positive, neutral, and negative

sentiments by channel, product, and time.
274

Report
Description
Service Request Backlog
Shows the number of open and in process service request

backlog items per rolling week.
Service Request Completion Rate
Shows the service request completion rate by day.
Service Request Daily Average
Shows the number of service request daily average for monthto-date and year-to-date.
Ticket Activity Volume
Shows the total number of inbound ticket activities, including

original messages, comments, and likes by channel and
product.
Ticket Completion Rate
Shows the percentage of tickets completed by channel,

Ticket Escalation Rate
Shows the percentage of tickets escalated by channel,

Ticket Priority
Shows the average and median ticket priority scores and the
number of high, medium, and low priority tickets by channel,
product, and time.
Ticket Volume
Shows the number of tickets by channel, product, status, and

time.
Top 5 Influencers
Shows the top 5 influencers or customers based on the Klout

score or message volume by channel and product.
Top 5 Knowledge Base Articles
Shows the top 5 knowledge base articles shared with

customers by channel, product, and time.
Top 5 Topics
Shows the top 5 topics identified in tickets by channel,

product, and time.

275
10 Industry Features
10.1 Design Win Exchange

10.1.1 VIDEO: Start Here for Design Win Exchange
Video
Start Here for Design Win Exchange
(4m 42s)
Find out how collaboration between brand owners and channel partners is supported using the design win exchange
process.
10.1.2 Design Registration
If your system is set up to support it, you can use the design win exchange process to drive your indirect channel
sales through design registration. Your channel partners can access your solution directly to upload or create new
design registrations. You can then review, approve, and even transfer the design registrations within your channel
partner network. You can also create sales quotes based on design registrations.
For more information, watch the video Start Here for Design Win Exchange [page 276]
Design Registration Process

The following table describes the various tasks involved in the design registration process:
276

Industry Features
Design Registration Tasks
Who Performs the Task
Create or upload design registrations
Channel partner contact
Submit design registration for approval
Review design registration and assign sales team, including an approver
Brand owner
Assign end customer
Brand owner
Approve design registration
Approver assigned by brand owner
Obtain end customer acceptance
Set to design in
Set to design win
Brand owner
Copy design registration (optional)
Brand owner
Convert design registration to sales quote
Brand owner
Set to design won
Brand owner
Tasks
Creating Design Registrations
1.
To create a single design registration, go to Design Win Exchange and click New.
2.
Enter the information for your new design, being sure to pay special attention to the end customer data so
that the brand owner can easily match it to a customer account.
3.
Save your entries and open the design registration to add products and any technical specifications you may
have.
4.
To add products to the design, go to the Products tab and click Add.
a.
Choose from the list of available registrable products.

Any win metrics defined for the product are displayed.
b.
Enter the quantity information and save your entries.
5.
To include technical specifications, upload the file from the Attachments tab.
6.
Save your entries.
7.
Actions
Once you're ready to submit the design to the brand owner, click
The brand owner will receive a notification to review the design registration.
Submit for Approval .
Importing Design Registrations

Rather than creating design registrations one at a time in the solution, you can import one or more via a file upload.
1.
Go to Design Win Exchange.
2.
Click
and choose Import Design Registrations from Microsoft Excel.

You need to download the Add-In for Microsoft Excel from the Download screen.
3.
Once the file opens, fill in the details for the design registrations you want to submit.
4.
Before you can save the data to the SAP solution, you need to establish a connection from the file.

Industry Features
277
Go to the SAP Cloud for Customer tab in the file and click Logon.
5.
For the SAP System URL, enter the URL for the solution tenant up to the .com. For example, https://<sap
solution tenant>.com.
6.
Enter the user name and password you use to log on to the solution and click Log On .
7.
Once you've logged on successfully, you have the option to Save Data to which transfers the data in your file
to the SAP solution.
8.
Once you're ready to submit a design to the brand owner, open the design in the solution and click
Actions
Submit for Approval .
The brand owner will receive a notification to review the design registration.
Reviewing Design Registrations

You will receive a notification any time a channel partner contact assigned to your sales unit submits a new design
registration. After reviewing the details provided by the partner, you also need to assign an approver for the design
and identify the end customer account before the design can be approved.
1.
To open the design registration, click the link in the notification or select the design registration from the list
on the Design Win Exchange tab.
2.
To add an approver, go to the Internal Sales Team tab and click Add.
3.
Select Approver for the role and then assign an employee.
4.
To assign an account in your system as the end customer, click
5.
Select an account from the results list and click OK .

The solution will run a search based on the partner entry for end customer. If no matches are found, you need
to send the design registration back to the partner for more information.
6.
Save your entries.

The approver you assigned will receive a notification that the design registration needs to be approved.
Actions
Convert to Account .
Approving Design Registrations

You will receive a notification any time you are assigned as an approver for a design registration.
Once you're satisfied that it is not a duplicate and it should be approved, open the design registration and click
Actions
Approve .
The partner contact who submitted the design registration will receive a notification that the design is approved.
Setting Design Registrations to Design In

You will receive a notification any time a brand owner's organization has approved one of your design registrations.
This signals that you can work with the end customer to get their acceptance of the design.
Once you get the end customer to accept the design, you indicate this in the solution by changing the status of the
design registration to Set as Design In.
The brand owner will receive a notification that the design is in.
Copying Design Registrations

Once a design is in, you can create a direct copy of the design registration,
information from the original to create a new design registration.
Actions
Copy , which copies all
You can also create a copy of the design registration with the intent to transfer it to a different distributor,
Actions
278
Transfer , which copies all information from the original except the distributor.

Industry Features
Converting Design Registrations to Sales Quotes

Once you're satisfied with a design registration which has the status, Design In, you can covert it to a sales quote.
1.
From the design registration details, click
2.
Then choose
Actions
Convert to Quote .
A New Quote screen opens.
3.
Complete the information for the sales quote and save your entries.
You can see access the new sales quote from the Sales Documents tab of the design registration details.
Actions
Set as Design Win .
For more information, watch the video Creating Sales Quotes [page 133]
Quotes [page 133].
or see Creating and Processing Sales
Setting Design Registrations to Design Won

Once the sales cycle has been completed for a particular design, and you are satisfied the accumulated point-ofsale threshold has been met, you can set the design to won.
From the design registration details, click
Actions
Set as Design Won .
10.1.3 Defining Registrable Products for Design Win Exchange

By indicating that a product is registrable, you make it possible for your channel partners to include that product in
the design registrations they submit.
Tasks
Identifying Registrable Products
In order to make a product registrable, you need to set the following parameters on the product master:
Registrableallows your channel partners to include a product when they register a new design.
Not Registrableremoves the product from the list of registrable products so that it can no longer be included
in new design registrations.
Start Dateindicates the date from which a product is registrable.
End Dateindicates the date after which a product is no longer registrable.
You need to set these parameters by editing individual products.

1.
Go to
2.
Click the product from the list to open the details.
Products

Industry Features
Product Administration .
279
3.
Click Edit.
4.
Select the registrable value.
5.
Enter the start and end dates and save your entries.
The product is now available from the list of products when a partner contact creates a design registration.
Maintain Registrable Product Win Metric Values

You can also maintain various win metric values for each registrable product by uploading the values via Microsoft
Excel.
You need to download the Add-In for Microsoft Excel from the Download screen.
1.
Go to
Design Win Exchange
2.
Click
and choose Import Registrable Products from Microsoft Excel.
3.
Once the file opens, you need to establish a connection to your SAP solution from the file.
Go to the SAP Cloud for Customer tab in the file and click Logon.
4.
Design Registrable Products .
For the SAP System URL, enter the URL for your solution tenant up to the .com. For example, https://<my
tenant>.com.
5.
Enter the user name and password you use to log on to your solution and click Log On .
6.
Once you've logged on successfully, you have the option to Save Data to which transfers the data in your file
to your SAP solution.
7.
Fill in the details for the registrable products in your solution.

For Registrable, you can use the Lookup function in the template to get a list of possible entries.
8.
When you're finished with your entries, save the data to the SAP solution and click Log Off in the file template.
Now, when partners add products to design registrations, they see the win metrics you defined for those products.
10.2 Retail
10.2.1 SAP Cloud for Customer for Retail: Solution Overview
For store associates, retail allows them to enhance the in-store experience for customers. It allows them to provide
personalized and streamlined assistance, as well as unique offers, targeted product recommendations, and
convenient check out options.
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Associate Only Business to Enterprise Flow In-Store
Associates use SAP Cloud for Retail to perform their work and to assist customers while shopping in the retail
establishment.
Clock-In:
A store associate can enter the times they have worked on a particular day, or for multiple days in a week.
They can also cancel a time entry, or edit any previous time entries.
Check Calendar:
The store associate can use the calendar to view their scheduled tasks, appointments, store events, and
current running store promotions
Manage Tasks and Appointments:

Associates and managers can also use the calendar to create new tasks for themselves, as well as to add
notes to any tasks that have been assigned to them. They can also block the calendar for training events,
record vacation times, sick leave, or other off-work requests.
Check Store Events and Promotions:

Using the calendar, a store associate can view all current and planned promotions in the store. It is possible
to have multiple promotions running at the same time. Store events are similar to store promotions; it is
possible to have multiple store events running at the same time, and associates can view all store events
running on the calendar.
Customer Look-Up/Loyalty Status:

An associate has the ability to access the complete details of a customer in order to provide exceptional
customer service. Details include loyalty information, household information, shopping and wish lists, and
customer preferences.
Product Look-Up:
In line with the experience the associate wants to provide to the customer, they should be able to recommend
any products based on the customer's wish lists.
Personalized Offers:
As part of the custom shopping experience the associate is able to offer to the customer, they should be able
to suggest personalized offers to the customer based on previous shopping history, redeemed offers,
preferences, and wish lists. These offers are presented to the associate on their device after they have a checkin with a particular customer.

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10.2.2 SAP Cloud for Customer for Retail Scenario Overview

About this document
This document is meant for:
Administrators
Marketing Managers
Customer Service Agents
Consultants
End Users
Overview
The SAP Cloud for Customer for Retail solution can be used and deployed by retailers to empower their employees
in providing customers with a personalized, and streamlined shopping experience. Sales and service are essential
for establishing new rules for retail, as loyalty will be enhanced or eroded with every customer interaction. Every
sales associate using a mobile device, varies their interaction with customers in the store. They would know far more
about customers who check in to the store with their mobile device and will be able to offer a personalized set of
products and services. The simple physical presence of a customer in the store will trigger the presentation of
personalized promotions.
The consumers' use of digital technology makes it imperative for the retailers to deliver a seamless buying experience
across all channels, complete with personalized offers in real-time, based on a consumers location and buying
habits.
SAP Cloud for Customer for Retail includes a solution for the retail store employee. You have the ability to import all
user details, in-store products, offers, and store details from your chosen system of integration and leverage it for
a great in-store customer experience using the features and functions of the solution.
SAP Cloud for Customer for Retail enables retailers to get-to-market quickly with an end-to-end application, that
offers the features mentioned below. The retail store associate can do the following:
Customer look-up
look-up details for any customer that walks into the store, to get a complete view of the customers loyalty
status, contact details, and brand interactions
Check customer into store

check-in customer into the store for shopping
Complete customer view

access customer details and shopping history to provide exceptional and personalized service
Personalized offer suggestions

provide targeted offers to a customer, based on their shopping history, redeemed offers, preferences and/
or wish lists
Product recommendations
recommend any products to the customer based on their wish lists
Product lookup
look up a product for their customers and provide details like prices, offers, or aisle placement in the store
In-store availability check

check for inventory availability in their stores as well as across other store locations
Product and store offers
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access any offers available for a product or offers specific to the store
Create and maintain in-store activities and tasks
Tasks
Scenarios for SAP Cloud for Customer for Retail
The SAP Cloud for Customer for Retail solution is targeted towards two major business roles:
Store Associate
Is responsible for providing personalized assistance and an enhanced in-store experience for shoppers with
unique offers and promotions, access to complete customer view and shopping history with your brand,
product lookup and check for store inventory, and targeted product recommendations
Store Manager
Is responsible for general operations of the store and the employees within the store, time management for
all store employees, creating and assigning tasks to store associates, store events, and day-to-day running
of the store.
These are SAP recommended roles. The retailer has the option of creating any roles for this solution, and assigning
them appropriate work centers. For information on creating business roles and assigning work centers, refer to:
Getting Started with SAP Cloud for Customer for Retail
See Also
Customer lookups with Complete Customer View [page 283]
Product Lookups and In-Store Availability Checks [page 284]
Store Information and Assigning Employees to Stores [page 285]
Creating and Assigning In-Store Activities [page 285]
Creating Appointments and Store Events [page 286]
Time Entry [page 286]
10.2.3.1 Customer Lookups with Complete Customer View

This task is performed by a Store Associate. The store associate is a store employee, who assists the customer with
in-store shopping, thus enhancing customer experience.
Step 1: Customer Information
When a customer steps into a store, you request for customer information such as:
Loyalty card information
Name
This is based on the assumption that the customer has already registered for a loyalty card.
The consumer information is replicated from the customer's loyalty system of records. Hence, the consumer must
have already registered for a loyalty card and has an existing user in the loyalty system.

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283
Furnished with the customer identification information, you can now lookup the customer details to get a better
understanding of customer preferences to serve them better.. To do so, go to
Customers
Customers
Individual
1.
You have the option of searching for the customer by name, loyalty ID, phone number, e-mail address, or
postal address.
2.
Once you find the customer, click on the name in the customer list.
When retail is scoped, you can view retail-specific work centers such as: overview, preferences, shopping lists,
shopping history, and offers.
Customers
This work center displays loyalty information details of the individual customer, and all the account information. You
can also view if the customer has a household setup and the member details in the household.
Step 2: Preferences
Having viewed the consumer details in the Overview tab, you can move on to the Preferences tab to display consumer
maintained preferences. Based on the preferences, you can also suggest products guide them to where the products
are located in the store.
Step 3: Shopping Lists
The Shopping Lists tab displays the (shared) shopping lists a customer has maintained. A shared list is a shopping
or wish list that a consumer maintains and shares with other members of the household. A loyalty customer can
invite other members to be part of the household and hence give them access to the shared list. Every time a
household member enters items into the shared list, after updating the list, the added items display in the list
You have access to a customers shopping list, which enables you to provide personalized and exceptional customer
service.
When you click on any shared list, all products associated with the list displays. A great advantage of the shared
shopping list is the ability of other members to update this while the consumer is shopping in the store.
When a member, who is part of a household, checks into a store; then the other members of the same household,
receive a notification. At this time, other household members using the same shared list can update the list. The
shopper can update the list to view the updates made by the other members.
Step 4: Shopping History
This tab displays the consumers shopping transactions with your brand. This provides you with valuable insights
into a customers shopping behavior and can further influence them on their future purchases by recommending
similar products, or referring them to offers on new and comparable product lines.
Step 5: Offers
The Offers tab displays offers that are targeted to the customer. The offers also provide further details about validity
dates, description, value, and products associated to the offer, if any.
10.2.4.1 Product Lookups and In-Store Availability Checks

When a consumer walks into a store, you, as the store associate, can offer assistance in several ways. You could
help the consumer by suggesting offers on various products based on the shopping history. The solution displays a
list of products sold in the store. The associate can also help lookup products and point the consumer to their physical
location in that store.
Step 1: In-store Products
This tab provides retail employees with a list of products that are sold in the stores. The store associate has the
ability to look up a product and get detailed information about it to aid the shopper find their products easily.
Step 2: Store Availability
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When you click on a product, the product details display. The Store Availability tab displays the stores where that
product is available with details such as the number of available items, the bay and aisle where they can be found.
Availability check can be performed across all stores of the same retailer.
Step 3: Offers
The Offers tab here, displays all offers associated with the selected product. This enables you provide those offers
to the customer.
10.2.5.1 Store Information and Assigning Employees to Stores

Once the business configuration is complete, the customer and store information gets replicated to SAP Cloud for
Customer for Retail. The next step would be to create a list of store employees for a particular store.
The administrator can add/assign employees to a store. An employee can be assigned to more than one store at a
time. This is possible if an employee works across multiple stores.
Step 1: Stores
Go to the Stores tab to display a list of all existing stores. Find the store you are looking for and click on it to display
the store details. You can look up products and offers for that particular store. This work center also allows the store
manager to create a list of employees for a particular store.
Products
This tab displays all products available in the selected store.
Offers
This tab displays all offers available for all products in the selected store.
Employees
The administrator has the ability to add employees to the selected store. To do so:
1.
Click on the Add button
2.
Select the appropriate role from the drop down list
3.
The name field allows you to choose from a list of available names
4.
To add multiple employees at a time, you can use the add and new options from the Add button in the add
employees screen
10.2.6.1 Creating and Assigning In-store Activities

Creating and assigning activities can be accessed from the Activities work center. Any store employee has the ability
to create and assign an activity.
Create a New activity
To create a new activity, go to:
1.
Activities
In-store Activities
2.
In the In-store Activities work center, click on the New button
3.
In the New Task window, enter all required fields and assign the activity to any employee
4.
Depending on who you assign the activity to, the activity will display in that employees list
You can edit a created activity to change its status or any other field values.
Filtering Activity
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285
From your activity list, you can filter activities based on several parameters. You have the ability to further reassign
those activities and re-prioritize them as well. You can also create follow-ups from activities.
10.2.7.1 Creating Appointments and Store Events

Appointments can be created by any store employee.
Store Events
Employees create store events to attract shoppers to their stores. These events could be created around various
holidays or seasons.
Christmas, Easter, Spring season, Thanksgiving etc.
Any store employee can create a store event from the Store Events work center. To create a new store event, go to:
1.
Activities
Store Events
2.
Click on the New button to create a new event
3.
You have the option of choosing the store name and the organizer from an available list
4.
You can add attendees for an event individually, by clicking on the Add button. You can also choose to add
all employees to an event by clicking on the Get Attendees button
5.
Once you have created an event, you can go back to it later to edit the details
The attendees do not have the ability to edit an event.
10.2.8.1 Time Entry

Store employees need a quick and convenient way to record their hours worked in a day as part of their employee
self-service benefits. An associate could be part-time, full-time, seasonally hired or a permanent member of staff.
Hence, they have the ability to clock-in or out in a manner that is adaptable to their needs.
An employee needs to enter time for themselves to record their work hours. A store associate can enter the times
they have worked on a particular day, or for multiple days in a week. The times they will enter could vary, based on
how many hours they work.
They can enter time more than once during a single work day as well. To enter time, access the time entry work
center from
Activities
Time Entry .
1.
Click the New Time Entry icon in the menu
2.
Enter your hours, and save and close the time entry quick create
An employee can enter time more than once a day. This can be possible when the employee goes on a lunch break,
or works several hours scattered during a day, or could work in different branches of the store.
An employee can enter several hours in the morning, and then again access the same time entry to log in
the afternoon hours. If the employee works in several store locations during the same day, then they would
enter time in several stores.
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An employee can view only their time entries. A store manager can view time entries for all employees in a store.
To reopen an existing time entry record:
1.
Find your entry from the time entry list
2.
Next, choose the time entry and open the detail view
3.
To add an additional entry to it, click the Add button
4.
To edit the time entry, click the Edit button
5.
To delete the entire time entry, click the Remove button
10.3 Insurance
10.3.1 SAP Cloud for Customer Insurance Overview
10.3.2 Quick Quote

Overview
Creating a Quick Quote
1.
To create a quick quote, go to the Insurance tenant and select the Quick Quote tab. The template for a quick
quote is similar to a sales quote.
2.
Enter a name for the quick quote, name of the policy holder and select an insurance product. Save your entries.
3.
The Details tab will display the mashup screen with the insurance back end. Header data such as Status, Start
Date, End Date and Annual Premium will be sent from the insurance back end only after a quick quote is
completed and saved. After the header data is available in the Cloud for Customer solution, Action buttons
such as Simulate Commission , Copy Quick Quote , and Convert to Quote are enabled.
4.
Submit the quick quote (using Submit

mashup URL in the application.

Industry Features
under Actions
. This creates a submission ID, option ID, and
287
5.
To copy a quick quote, go to Action in the Quick Quotes screen. At this point, the solution makes a copy of
only the products and the captive agent's information and calls the insurance back end to make another copy
of this quote.
10.3.3 Quote
Overview
Creating a Quote
1.
To create a quote, go to the Insurance tenant and select the tab for Quote.
2.
The Details screen in the quote displays the mashup screen with the insurance back end. Header data such
as Status, Start Date, End Date and Annual Premium are updated from the insurance back end only after the
quick quote application is completed and saved.
After the header data is available in the Cloud for Customer solution , Action buttons such as
Simulate commission , Copy Quote , and Convert to Quote
are enabled.
3.
To issue a policy from the quote, follow the process flow in the Details tab. For detailed information, see Policy
[page 288]
4.
To simulate a commission, go to Actions

displayed in the header data.
5.
To copy a quote, go to Actions in the Quote screen and click on Copy Quote . At this point, the solution
makes a copy of only the products and the captive agent's information and calls the insurance back end to
make another copy of this quote.
in the Quote screen to fetch the commission amount, which is
10.3.4 Policy
Overview
There are two types of policies in the Cloud for Customer for Insurance solution:
1.
Policies are issued using an interface with the SAP insurance back end. This interface is displayed in the
Details screen. For detailed documentation, see the section on Issuing a Policy from a Quote.
Policies are created to capture information on competitor policies. Details such as the name of the policy,
Start Date, End Date, can be maintained for competitor policies. For detailed documentation, see the section
on Creating a New Policy.
Issuing a Policy from a Quote

The Details screen in the Quick Quote and Quote displays policy term and product master data. You can follow the
guided procedures in this screen to complete the procedure from filling the application to issuing the policy. Follow
the steps listed below to issue a policy:
1.
In the Details tab, maintain general policy and product details such as Effective Date, Expiration Date, Primacy
Risk State, Term and Product
2.
Review a summary of the application:
288
1.
Sum Insured
2.
Annual Premium
Tax Amount
Premium After Tax

Industry Features
3.
Validate the following information before issuing a policy:
If policy details are approved by the customer

Product and premium information
Producer details
4.
Click on Issue Policy. This will trigger creation of a policy in the insurance back end.
5.
After the policy has been issued in the insurance back end, you can use the Actions button to view the
following:
View Binder Letter
View Policy Letter
Creating a New Policy

You can create a policy to capture information on competitor contracts. Follow these steps to create a new policy:
1.
In the Insurance screen, click on Policy.
2.
Click on New to create a new policy.
3.
Specify header data such as Policy Type, Name, Policy Holder, Competitor Contract.
4.
Save your entries.
5.
In the Policy screen, click on the new policy that you created.
6.
Click on Edit to maintain further details for the policy. You can maintain details such as Premium, contract
Start Date, End Date, and Status.
7.
Save your entries.
Displaying an Insurance Premium

The Insurance premium amount is displayed in the Details screen. The premium can be viewed after the application
is completed and saved in the insurance back end.
Lead to Process Flow

Factsheet
The Additional Info tab for individual customers is displayed if insurance is in scope. This tab displays the 360
customer overview for a customer.
Products
Household Insurance and Non-Standard Personal Auto are supported for the current release version.
In the current release version, the product master data are uploaded to the cloud solution using the standard
Cloud for Customer migration process from Product Administration through a CSV file.
Leads
For detailed information, see Leads [page 91].
To create a lead for an individual customer (as is the business requirement for the Insurance solution), use the
Personalize key in the New Lead dialog screen and scope Use Existing Account.
Converting a Lead to a Quick Quote
Converting a Lead to a Quote

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289
Attachments
The policies coming from the insurance back end or FS-PM will be added as PDF attachments in quick quotes, quotes,
and policies. Any other attachments can also be created in the solution.
10.3.5 Lead to Policy - Process Flow

Overview
The insurance lead to policy sales process includes the following:
Lead (optional)
To create a lead for an individual customer (as is the business requirement for the insurance solution),
use the Personalize key in the New Lead screen and scope with Use Existing Account.
Quick Quote (optional)
Quote (mandatory to trigger an issue of a policy)
Policy (optional)
You can also view PDF versions of policy documents using the standard Microsoft Outlook integration
feature.
Status Management
Possible statuses for policies, quotes and quick quotes can be configured in Cloud for Customer through
status BC configuration.
Factsheet
The factsheet screen is appears for individual customers only if the insurance solution is scoped. Use the
insight displayed in the 360 degree customer account overview to evaluate the buying capacity and determine
product interest. The 360 degree overview also displays the product profile including the own policies of the
customer, competitor product policies and the prospective product interest for the customer.
Products
The following products, Household Insurance and Non-Standard Personal Auto Insurance, are
supported for the current release version.
In the current release version, product master data is uploaded to the Cloud for Customer for Insurance using
the standard Cloud for Customer migration process from Product Administration through a CSV file.
Insurance Premium
Insurance premium amount is displayed in the Details screen after the application is completed and saved in
the insurance back end.
Simulate Commission Amount

Simulate commission under Actions in the Quick Quote and Quote screens fetches the commission amount,
which is displayed in the header data.
Notes
Any additional notes can be maintained in this section.
Activities
Activities can be created for follow-up meetings and appointments to explain product and policy details to
the customer.
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Outlook e-mail integration: the standard SAP Cloud for Customer feature can be used with the insurance
solution.
Attachments
The policies coming from FS-PM or the insurance back end will be added as PDF attachments in quick quotes,
quotes, and policies. Any other attachments can also be created in the application.
For detailed information on the insurance back end, see http://service.sap.com/instguides

Solutions
Industry Solution Guides
SAP for Insurance
Industry
SAP Product and Quotation Management for
Insurance
10.4 Utilities
10.4.1 SAP Cloud for Utilities: Solution Overview
SAP Cloud for Utilities is the next generation 'lead-to-quote' sales solution for utility companies to engage with their
commercial and industrial customers to build better relationships, capture insights, and help close deals that are
built on a robust and flexible cloud platform that can adapt from a simple to the most complex sales process.
Lead and Opportunity Management

Leads represent interest customers might have through various channels such as web or a campaign during
events. These interest levels are qualified and matured into opportunities that sales representatives or key
account can pursue. Opportunities are achievable representations of sellable product by the organization
and desired products by the customers. Opportunities are generally used as representative pipelines for
reporting and forecasting purposes.
Customer Factsheet
Displays Account Summary with customer information. Also includes recent activities and interactions with
notes, utility-specific financial information such as billing and business agreements that provide information
for key account managers in a single view.
Utilities Key Account Management

Includes business agreements, quotation management, and utilities contracts.
Analytics

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291
Analytic tools improve the key account manager's sales insight. Use interactive reporting to create
configurable reports. Sales analytics provide contextual, real-time customer information and sales insight.
Embedded reports track sales cycles, wins and losses, and revenue trends.
10.4.2 Business Agreement

Overview
The business agreement in Utilities add-on represents a contract in backend CRM system and a contract account
in ERP IS-Utilities. In the Business Agreement tab, you can create new business agreements and specify proposed
payment method and payment terms that will determine the billing terms for a Utilities contract in the backend CRM
system.
To be valid for an account, a business agreement must be bound to a sales quote. This direct link between a sales
quote and business agreement ensures that details such as Dunning, Payment Terms and Payment Methods are
replicated to CRM. These details are used in determining pricing details.
Tasks
Creating a Business Agreement
1.
Go to Utilities tenant and select the Business Agreement tab.
2.
Click on New.
3.
Specify the following mandatory details:
Agreement Name
Account
Agreement Class (agreement classes must be defined in the Customizing or fine tuning for Utilities).
Note that the agreement classes that you define must be the same as those defined in the backend CRM
system.
4.
Payment Terms (payment terms must be defined in the Customizing or fine tuning for Utilities. Note that the
payment terms that you define must be the same as those defined in the backend CRM system.
5.
Save your entries.
10.4.3 Utilities Lean Quotation (Sales Quote)

Overview
The document type - Utilities Lean Quotation is provided to support the business process for creating a Utilitiesspecific sales quote. An additional field for Business Agreement ID has been added to the sales quote header. Few
other fields have been added to the product search filter (see the documentation for the topic Adding Products
to a Utilities Sales Quote.
Tasks
Creating a Sales Quote
For detailed documentation on creating sales quotes, see Creating and Processing Sales Quotes [page 133]. Note
the following important information regarding a Utilities specific sales quote:
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Document type: Use the document type Utilities Lean Quotation to create a Utilities specific sales quote.

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Submit: When you Submit a sales quote using

Actions Submit , an online sync returns the submission
ID of the corresponding quotation created in CRM. This ID is displayed as External Reference ID in the Sales
Documents tab
External Follow-up Documents: When you click on

Actions External Follow-up Document in the sales
quote, the CRM system returns the pricing data for the sales quote in a PDF attachment. Note that the External
Reference ID is filled in the table in the following location:
Sales Quote Sales Documents External Follow-
up Documents .
This External Reference ID is hyper-linked and contains the PDF attachment that is sent from backend
CRM system and contains pricing and other relevant information for the quote.
Status Management: Status management for quotes is supported from backend CRM system.
Adding Products to a Utilities Sales Quote

A new field Utilities Service Type has been added to the template for products to support service product types for
Utilities solution. Service types can be configured in the fine tuning for Utilities add-on. Note that these must be the
same as the corresponding service types maintained in backend CRM system
The filter criteria for product search in sales quotes have been enhanced with the following fields for the Utilities
solution
Business agreement ID
PoD (Point of Delivery)
Contract Start Date
Contract End Date
Planned Contract End Date
Binding a Sales Quote to a Business Agreement

After creating a business agreement with the valid payment method and payment terms, you can bind the finalized
sales quote to a business agreement. To do this you must:
1.
In the sales quote header, scroll down to the bottom of the screen to view the field for business agreement
ID.
2.
Specify the ID of the business agreement to which you want to bind the sales quote.
3.
The sales quote is now bound to the business agreement. You can navigate to the business agreement where
the identification of the sales quote is displayed in the Overview tab.
Displaying the Quotation Created in Backend CRM System

When you submit a sales quote, the submission ID of the corresponding sales quote created in the CRM system is
displayed as a URL in the Sales Documents tab. Use this URL to view the quotation created in the backend CRM
system.
Customers
For detailed documentation, see Accounts [page 104]
A new tab Additional Information has been added to Account tab in the Customers tenant. This tab displays the 360
account overview information such as billing details and list of existing contracts for the Customer. This information
can be used to gather insight into Customer buying profile.
Tasks
Printing the Account Factsheet

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293
1.
Go to
2.
Navigate to the menu path
Customers
Additional Information
Summary
Open
Print
Analytics
All Utilities specific reports will be displayed under Reports. You must know the report number or name to search
for the specific report.
10.4.4 Service Location

Service Location
This tab displays the utilities specific technical master data from the ERP IS Utilities. These include the connection
object, premise and point of delivery. The Connection Object serves as a link to the IBASE (includes all Utilities
technical master data) object in backend CRM system. Therefore, when you click on Service Location , you will see
a list of connection objects. Both premise and point of delivery (PoD) are associated with a connection object. You
can determine product interest of a Customer and identify service locations for prospects using the details displayed
in this tab.
Tasks
Adding a New Service Location
1.
Go to the Service Location tab in the Utilities tenant.
2.
In the New Service Location dialog box that appears, maintain the location details.
3.
Click on New.
4.
Save your entries.

After an online sync with the backend CRM system, the new service location description will be replaced with
a unique identifier that was created in the backend CRM system.
Adding a New Premise and Point of Delivery

1.
Go to the Service Location tab in the Utilities tenant.
2.
Click on one of the connection objects listed in the tab.
3.
In the following screen, select New (in the respective sections for Premise and PoD) to create a new premise
or point of delivery.
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10.5 Professional Services

10.5.1 SAP Cloud for Customer for Professional Services: Solution
Overview
Overview
Integration Beween SAP Cloud for Customer 'Opportunity' and Master Project in SAP CPM
The Professional Services solution offers project-based firms with a real time and holistic view of finance and project
structure using the anytime and anywhere access to back-office data such as master project and other crucial
metrics. This is possible using the integration setup with SAP Commercial Project Management (SAP CPM) add-on
in the ERP system.
The integrated access to create and edit master projects in the SAP CPM can also be used to view crucial calculations
maintained in the master project. For example, you can use the information residing in the CPM master project for
creating accurate winning bids and eventually translate them into profitable projects.
The current version of the solution offers a direct integration between the opportunity in the cloud solution with the
master project in the CPM in the system. Following features are available in the current release version:
Creating an opportunity in the cloud solution triggers creation of a master project in the CPM system.
Updating the master project updates the opportunity that is referenced in the master project.
Deleting an opportunity triggers deletion (of the reference to the opportunity) in the corresponding master
project.
Updating or deleting a primary contact in the cloud solution is also reflected in CPM.
Default login language in the cloud solution is used to display the master project residing in CPM system.

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295
10.6 Banking
10.6.1 SAP Cloud for Customer for Banking: Solution Overview
Overview
SAP Cloud for Customer for Banking is the next generation lead-to-opportunity B2C sales solution for banking
companies that will enable them to engage with individual customers interested in client managed banking services.
The solution enables the banking companies to engage, service, and retain customers.
Our solution enables all aspects of customer engagement for banking companies, from demand to sales and service.
It also enables account and activity management. You can do the following with SAP Cloud for Customer for Banking:
Create an account for an individual customer
Assign a financial advisor to the customer
Enter KYC (know your customer) details
Assign a household to a customer and add members to it
Assign a coverage team to the customer, who, as an expert can offer various products and services to the
customer
Create a lead, based on customer details and requirements
Convert the lead to an opportunity
Create tiered opportunities, which allows the coverage team to enter details for each product/service offered
to the customer
Create follow-ups from tiered opportunities
The following diagram displays a high level process flow of the SAP Cloud for Customer for Banking solution:
Banking Process Flow
296
Individual Account
This is the first step in the process, where you, as a financial advisor, can create an account for a potential
customer. This consists of entering all profile and portfolio details (also known as KYC/know your customer)

Industry Features
for your customer to better serve them. This process also helps verify the identity of your clients, which is
essential to any bank.
Next, appoint a coverage team for your customer, which consists of experts from various lines of business,
who will assist in selecting from the available products and services offered by your bank.
Cash management, loans, credit cards, etc
Lead
You can create leads from an individual account based on customer requirements. Leads can be created for
a line of business and the relevant bank officers can be assigned to it based on who can qualify the lead using
pre delivered checklists.
Household
You can create a household for your customer from an individual account, and add members to it. This step
also enables you to add net worth details for individual members of a household.
Tiered Opportunity
Next, based on interest and requirements of your customer, you can create several opportunities for a single
customer. For Example: Your customer might be interested in a loan as well as cash management. So there
would be two opportunities from the same customer. However, since both the services are different, the
opportunity would be assigned to two different experts.
In the following sections, we will go over some common banking scenarios to help familiarize you with the important
processes.
10.6.2 SAP Cloud for Customer for Banking Scenario Overview

Overview
The SAP Cloud for Customer for Banking solution is targeted towards two primary business roles:
Product Specialist
Financial Advisor
These are SAP recommended roles. You can create your own business roles for this solution, based on your
requirements, and assign them appropriate work centers. For more information on creating business roles and
assigning work centers, see Getting started for SAP Cloud for Customer for Banking.
See Also
Creating an Individual Customer [page 298]
Assigning a Household [page 298]
Creating Leads [page 299]
Creating Opportunities [page 299]
Creating Activities [page 300]
Using Analytics for Banking [page 300]

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297
10.6.3 Creating an Individual Customer

Overview
This task is usually performed by a financial advisor, who is also a bank employee and the first point of contact for
the customer; assisting with setting up an account and KYC (know your customer) on-boarding details.
1.
To create an individual customer, go to Customers Individual Customers tab, and choose the New action
button. Fill in the necessary information and save your entries.
2.
Next, you have to fill in all KYC (know your customer) details.
The profile, portfolio, and KYC tabs constitute KYC information. This information pool provides you with a
complete 360 degree view of your customer and will help you select the appropriate LOB (line of business)
and assign a coverage team for them.
3.
After completing KYC, you must assign the LOB. LOB is a banking-specific product or service.
4.
To do this, you must navigate to the Coverage Team tab. It is essential for you to have already associated an
LOB to a LOB type.
5.
The LOB and relationship information defaults to the creator of the account. However, you can edit to change
this.
6.
Next, based on the LOB selection, you can assign different product specialists to the coverage team. You also
have the option of assigning yourself to the coverage team.
A coverage team comprises of product experts based on their territories. When you add the LOB, you
automatically associate a territory to it. This has been defined by the administrator and already exists in the
system.
7.
Based on the status of each LOB associated with the opportunity, you can decide to create leads or
opportunities for the customer.
The currency defaults to the country maintained in the customers address. If you use a different currency,
you must maintain the currency values manually.
10.6.4 Assigning a Household

Overview
This task is usually performed by a financial advisor, who is a bank employee and can create a household for an
individual account.
You can create a household for an individual account and add members to the household.
1.
To do this, navigate to
2.
Here, you can search by a household name to add members to it.
3.
You can also create a new household.
4.
While creating a household, you have the option of selecting from a list of financial advisors for the household,
that has been created by the administrator.
5.
When adding a member to a household, you can specify the relationship type.
298
Customers
Household
tab.

Industry Features
The added member could be the mother, brother, child, spouse, or any other relation to the
household.
6.
You can also add/define other relationships to a member.

When adding other relationships, you can specify different kinds; such as lawyer, contact person etc.
When adding existing/new accounts to a household, net worth details of the added accounts gets carried over
and you can view these details in the household tab.
10.6.5 Creating Leads

Overview
This task can be performed by a financial advisor or a product specialist, who is a bank employee, and has been
assigned to an individual account, based on the line of business (LOB) associated with the account. The Leads tab
displays the last five leads.
You can create leads from an individual account or an opportunity.
1.
To create a lead from an account, display an individual customer account and go to the Leads tab.
2.
Fill in all required information and save your entries.
3.
You can convert a lead to an opportunity. To do this, go to the Opportunities tab from the individual account,
and create an opportunity.
You can also create a lead from
Marketing
Leads
New
action button.
10.6.6 Creating Opportunities

Overview
This task can be performed by a financial advisor or product specialist, who is a bank employee, and has been
assigned to an individual account, based on the line of business (LOB) associated with the account. The
Opportunities tab always displays the last five opportunities. SAP Cloud for Customer for Banking displays fields
based on the chosen LOB.
Loans, Cash Management etc.
To create an opportunity from an individual customer account:

1.
Go to the Individual Customer tab, and display details of the account for which you want to create the
opportunity.
2.
Next, go to the Opportunities tab and create a new opportunity from that account.
3.
Then go to the Facts tab to add banking-specific products (line of business) for the account. When you save
your entries, you will be able to view the opportunity details and all the products associated with the account.

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299
You can also create an opportunity from
Sales
Opportunities
New
action button.
You can create multiple opportunities from an account and also associate multiple products with an
opportunity.
Create Follow-on Opportunity

This function is specific to assets under management LOB only. When you change the status of an opportunity
( Facts Opportunity Details section) to closed or won, the solution performs a quick check for all the product
statuses associated with the opportunity. Based on any open status, the Create Follow-up flag appears. Once you
check the flag, details of the LOB with the open status gets copied and moved over to a new opportunity. The status
for this new opportunity displays as moved.
When creating an opportunity from a follow-up, the Closer Accepts flag is auto-selected.
The Sequence tab displays bidirectional details of an opportunity.
10.6.7 Creating Activities

Overview
This task can be performed by a product specialist, who is a bank employee, and has been assigned to an individual
account, based on the line of business (LOB) associated with the account. Within the activities tab, you can add
appointments, tasks, or phone calls for an account.
You can create activities for an account from the activities tab.
1.
To do this, display details for an individual account.
2.
Then go to the Activities tab.
3.
Here, you can add appointments, tasks, or phone calls. Within an appointment, you can add topics that you
might have discussed with your customer about an LOB.
The generate call report/summary feature enables you to create a call report at the end of a customer visit.
10.6.8 Using Analytics for Banking

Overview
This task can be performed by a financial advisor or product specialist, who is a bank employee and can access all
reports for customers associated with their territory.
300

Industry Features
1.
To access banking-specific reports, go to
2.
Next, search using banking-specific terms, such as, LOB, generator, closer etc.
3.
Enter selection criteria to display your data in a report.
4.
You can choose from different report displays.
Analysis
Reports
tab.
SAP Cloud for Customer for Banking delivers the following reports:
Opportunity pipeline report

You can run a report on information consolidated for an opportunity and view it by business role, or territory.
This report displays all opportunity details.
Opportunity milestone report

You can run a report on opportunities that have milestone statuses associated to them. You have the ability
to sort by milestones with high and immediate statuses, and run the reports based on the statuses.
Milestone risk analysis report

If one of the opportunities, has an urgent status, then this gets precedence over others. You can run a report
on an opportunity with different statuses to view this.
Milestone at Risk report

This report allows you to view milestones set within an opportunity that are at risk and need immediate
attention.
You have the option to drill down to an opportunity from a report.

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301
11 Appendix
11.1 General Features

11.1.1 Personalization
11.1.1.1 Personalizing My Settings
You can personalize your system settings by selecting My Settings from the Personalize menu. Note that if you
change your settings, you have to log off the system and then log on again in order for your changes to take effect.
Regional Settings
You can adapt the default system settings for the display of dates and times. You can also select a system language.
This language is used only when you log on to the system with no language preference in your Web browser and
without specifying any language on the logon screen.
When a user is created the solution determines the values for the regional settings based on the country used in the
workplace address. If the address does not specify a country the solution uses the default settings for the USA. By
default, the system language used for on-screen texts is determined by the preferred languages defined in your
client, for example your web browser. The language field in the user settings is used when no preferred language is
sent by the client and also when system-generated e-mails are sent to your workplace e-mail address.
In addition, the language depends on the method used to log on:
Logging on with a user ID and password

You can choose the language on the logon screen. The preferred languages of the client determine which
language is set as a default. If none of the preferred client languages is supported by the system, English is
selected as a default. You can choose any of the supported languages when logging on with your user ID and
password.
Logging on with a user certificate or single-sign on (SAML)

No language selection is offered when user certificates or single-sign on are used for authentication. The first
supported language specified by the client is used. If you have not specified a preferred language in your
browser or if the preferred languages specified in your browser are not supported, the language specified in
the user settings is used as logon language.
Change Password
You can change the password that you use to log on to the system. To change your password, enter the old password
and then enter a new password twice to confirm that you have typed it correctly.
Manage Certificates
You can request or assign a logon certificate that enables you to log on to the system without entering your user ID
and password. The logon certificate is saved to your user account on your local computer. Therefore, you can only
use the certificate when you are logged on to your local computer. You can also create a certificate on each computer
on which you need to access your solution. If you need to work in multiple systems, you can assign the certificate to
302

Appendix
the appropriate user of each system. However, you cannot log on to a system with multiple users using the same
certificate.
You can also upload your S/MIME certificate that you need for e-mail communication with S/MIME.
Onscreen Help
By default, you are shown onscreen explanatory texts to assist you in using the system. Onscreen explanatory texts
consist of text boxes that are shown at the top of a screen or screen section, and short help texts that are displayed
when you move the cursor over a field that is underlined.
By deselecting the Display Additional Onscreen Explanatory Texts checkbox you can hide these texts.
In addition, you can activate country-specific help and learning content. This means that the standard help and
learning content will be supplemented with additional information specific to the country in which you are located.
To activate country-specific content, select a country from the list.
Accessibility
You can enable screen readers to read UI texts and mouse-over texts in all screens.
Personalizing My Background Image

associated to the background image. For more information, see Personalize My Background Image [page 303].
11.1.1.2 Personalizing My Background Image

associated to the background image.
Your changes take effect immediately and are only visible to you.
Personalize Your Background Image

1.
From the Personalize menu, select My Background Image.
2.
To upload your background image, in the My Background Image window, click Browse and choose an image
file.
The image file should be in .png or .jpg format. We recommend that the size of the image is the size of your
screen resolution. The size of the image cannot exceed 1MB.
3.
Choose the position of your background image. By default, the image fills the background screen.
4.
In the Color and Transparency field, open the color pane and choose a color as a layer on top of your
background image. By default, the color is black and remains invisible.
In the Select Color screen, you have the following options:
In the color pane, click to select a starting color and move to select the color that you want to use.
Under the color pane, choose a recently used color.
Adjust the HSB or RGB settings for the color.
Enter a hexadecimal color code of the color. For example, enter #FF0000FF for blue.
5.
Adjust the transparency of the color layer. By default, the color layer transparency is set to 0%.
6.
Adjust the transparency of the infobars. By default, the infobar transparency is set to 100%.

Appendix
303
7.
To save your changes, click OK .

You can export your background image and related settings as a background image file. To do this, in
the My Background Image screen, click More and then Export .
You can drag and drop one or more images or background image files to an SAP screen and use one
image or file for your background image settings.
To remove your background image and related settings, in the My Background Image screen, click
More and then Reset All .
11.1.1.3 Personalizing Dashboards

1.
Click Personalize at the upper right of the screen.

Choose This Screen.
A list of dashboard reports appears, as well as mashups and web services. Use the filters to narrow the list,
or use search to find a specific report.
2.
Drag the report title from the list to the desired chart position.
Drop on top of an existing chart to replace the chart currently in that position; drop between charts to insert
the new chart between the existing charts.
3.
Drag and drop to rearrange the charts as desired.
4.
Click the wrench icon at the upper right of a chart to remove, rename, or resize the chart.
5.
Click Save above the reports list to save changes.

You can also click Discard to cancel changes and revert back to the previous version of the dashboard.
6.
Click the X icon at the upper right of the report list to exit Personalize mode.
11.1.2 Pricing for SAP Cloud for Customer

Overview
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. A predefined pricing procedure is used to determine the net value the
customer has to pay for certain products 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, and costs. The order of these price
components is essential for the calculation of the total value.
Price Components
The solution contains a predefined set of price components, most of which you can activate through the business
configuration. Price components can be:
304
Automatically determined by the system and able to be overwritten by the user, for example, list price or
automatically-determined product discounts

Appendix
Manually entered by the user, for example, a manually-entered product discount
The manual behavior is influenced by the Manual checkbox in the business configuration for pricing. If the Manual
checkbox is selected, the system does not find the price component automatically and it must be added manually
by the user.
The following sections show the set of price components that may display depending on your configuration.
You can influence the pricing in the fine-tune activity Configuration: Price Strategy.
List Price
This price component is naturally the first step of a pricing procedure, because many price components such as
discounts or surcharges depend on it. To determine the net list price, the system checks all price lists that fit the
parameters passed from the sales or service document. These parameters are customer, customer group,
distribution chain, and date.
Price lists can be customer specific, distribution chain specific, and base price lists. The price lists are maintained
as price master data, have a validity period, and need to be released before they are active.
Because the customer may have special prices, the system checks first for a customer-specific price list. If there is
no customer-specific price found, then it checks for a distribution chain specific price list. Finally, if there is no
distribution-chain-specific price, it checks for the base price list. You have to ensure that the system can find a price
for all products or services you sell in the base price list at the very least. Prices can be manually revised within a
sales or service document, allowing you to flexibly adjust your net prices.
Product Discount (%)

To determine the discount, the system checks all discount lists that fit the parameters passed from the sales or
service document. All found discounts are considered in the price calculation.
Discount lists can be Customer Specific Discount Product, General Customer Discount, Overall Customer Group
Discount, and Customer Specific Discount Product Category discount lists.
Because the customer may have a special discount for a certain product, the system checks for a discount list with
customer product discounts.
Discounts can always be revised manually within a sales or service document, allowing you to flexibly adjust
discounts.
Surcharge
Two different price components are available for surcharges. You can define surcharges as percentages or fixed
amounts according to your needs. All surcharges can be used side by side.
Total Item Net Value

This is calculated by adding all the item net values. This value cannot be edited.
Cost and Profit Margin

Cost displays only if profit margin is included in your business configuration. A cost estimate can be manually entered
and makes the calculation of the profit margin possible.
Overall Discount (%)

The overall discount (%) is an additional general discount applied to the total item net value. This can only be applied
manually.

Appendix
305
Total Net Value

This is calculated by adding all the item net values plus freight. This value cannot be edited.
Total Given Discounts

This is calculated by adding all the relevant product discounts given. This value cannot be edited directly by the user.
It can be influenced by editing the product discounts at item level.
Rounding Difference
This is a value that has been lost or gained through rounding. This value is used only for currencies that do not have
low denomination coins such as 1c or 2c for example, Swiss francs or Australian dollars. For these currencies, the
price must be rounded to the nearest available value, such as 0c or 5c.
Total
This is calculated by adding the total net value.
Price Calculation
Pricing is centrally implemented in this solution and linked to all relevant business processes. The procedure is
predefined and you cannot modify the procedure or create a new one.
The pricing procedure controls which price components are automatically calculated for the relevant business
documents, such as sales quotes. It contains the most commonly-used price components, including product prices,
discounts, and surcharges. These various kinds of price components can be combined and control the price
calculation process.
The pricing procedure also contains the sequence in which the system takes these price components into account
during pricing. It calculates the net prices. The pricing procedure also determines:
Which subtotals will be considered during pricing
To what extent pricing can be processed manually
Which method the system uses to calculate percentage discounts and surcharges
Which requirements for a particular price component must be fulfilled before the system takes the element
into account.
Currency and Quantity Conversion

During the price calculation, currency conversion occurs if the currency of the price master data differs from the
document currency, depending on the exchange rates maintained as master data. The document currency is
defaulted from the account master sales data or from the selling company data.
In addition, during the price calculation, quantity conversion occurs if the unit of measure requested in the document
differs from the price unit maintained in the price list. A prerequisite is that the quantity conversions are maintained
in the product master data. For example, product master data maintains a quantity conversion 1 pallet = 20 each,
the price list specifies a price unit of $50/1 each, and the sales quote requests 5 pallets - in this case, the 5 pallets
are converted to 100 units and price is calculated at $5000.
Scales
You can define scales for prices which depend on different quantities. The scale you use determines how values are
calculated. For example, you can use a scale to define that a single boiler costs $500, but if you buy at least 10 boilers
the price decreases to only $450 per unit.
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Appendix
11.1.3 Party Processing

In SAP Cloud for Customer, you can automatically determine all involved parties for business transactions and their
related documents using party roles and determination rules. This allows you to streamline account team
assignments, and ensure that business partners are correctly assigned to business objects in a way that matches
your company processes.
Business Background
Business partners is the collective term for all the companies and people you interact with in your business, and
includes accounts, contacts, partners, and employees. When you create a document, you can designate a business
partner as an involved party and assign them a role.
You can create a sales quote and add an account as the ship-to party. In this case, the account is the
business partner, and ship-to is the party role.
The ship-to account may be a subsidiary of a parent company, which is a different account. You may have
the parent company account as the bill-to party.
You can designate roles for sales quotes, leads, sales leads, opportunities, service tickets, or activities. You can then
automatically determine involved parties for these business transactions and documents using determination rules
and master data.
Tasks
Prerequisites
You have already maintained relationships in the General Business Partners fine-tuning activity, and created
any custom relationships you plan to use in your involved parties determination.
For more information on this configuration activity, see the General Business Partners Configuration Guide.
You have assigned these relationships between accounts, contacts, partners, and partner contacts from the
appropriate details screen, from the Relationships tab.
Define New Party Roles

To customize the way you use involved parties, you may want to define new party roles.
1.
Go to Business Configuration Implementation Projects and select the relevant implementation project.
Next, select Activity List and find the Party Role Definition fine-tuning activity.
2.
Add a row and enter the necessary data.
The Party Role Code will identify the party role and must begin with a Z, such as Z123456789.
If you check Responsibility Role , then the role is an internal role that involves employee assignment to
an account, based on the customer master data. An account team member and the employee
responsible are both examples of responsibility roles.
You or a sales user can define a role as a responsibility role through direct manual assignment in the
account master data or through rule-based definitions, such as assigning employees to an account based
on region or postal code. See the Maintain Responsibility Assignments section below.

Appendix
307
If you specify a Relationship Type, the relationship assignment in the account master data will
automatically determine the party role in a document.
For example, you might define a Reseller role, and the relationship could be Has a Reseller.
Both the Party Category and Relationship Type act as filters for that role. When a user manually selects
a business partner for a party role, then the list of available business partners will be based on the party
category and/or the relationship type selected here. For example, if a user is in the details for a sales
quote and wants to change the reseller role, and the relationship has been defined to allow only sales
and service partners, then the user will only be able to choose a sales and service partners as a new
reseller.
Add Party Roles to the Relevant Business Objects

In order to use new or existing roles, you must add them to the relevant business object in the associated fine-tuning
activity. You can add party roles to sales quotes, leads, sales leads, opportunities, service tickets, or activities.
1.
Under Business Configuration, navigate to the relevant fine-tuning activity for sales quotes, leads, sales leads,
opportunities, service tickets, or activities
2.
Choose Maintain Involved Parties.
3.
Add, edit, or delete roles.

Pre-delivered party roles cannot be renamed or reassigned.
4.
Maintain Determinations to decide how the role is assigned.

If you add a new role, determinations are added automatically.
You can not add determinations yourself, but you can enable or disable the determinations the system
proposes.
If you see more than one determination step, then the system will use the enabled steps in order.
For example, the employee responsible role for an opportunity might first determined by the step Employee
Responsible of Account Team, then the step Employee Responsible of Territory Team. Then, when an
opportunity is created, the system will first look for an employee responsible for the account for which the
opportunity was created. If there is no employee responsible for the account team, then the system will look
for an employee responsible based on the territory for which the opportunity was created. The first employee
responsible found will be designated to the employee responsible role for that opportunity.
Maintain Responsibility Assignments

If you checked a role as a Responsibility Role, you can maintain it in several ways:
Accounts
You can directly maintain the responsible role for a specific account from the account details, in the Account
Team tab.
Territories
You can maintain the responsible role for an account through sales territories.
For example, an employee might be responsible for accounts in a region, and thus would be automatically
assigned to sales quotes associated with accounts in that region.
Employee Work Distribution Rules

You can indirectly maintain the responsible role for an account through work distribution rules. Choose
Administrator General Settings , then Employee Work Distribution.
For example, an employee might be assigned all accounts that buy a certain product.
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Appendix
Parties in Documents
Consistency Checks
There are several consistency checks performed when a business partner is used in a party role for a
document. Some checks will determine if you can change a party role. You may want to set a parties to readonly to ensure consistency in your business processes. You can do this in Business Configuration.
Determination of Parties
When you first create a document such as a sales quote, initially, no parties are assigned. Once you enter an
account, other party roles, such as the employee responsible, or ship-to party, are determined automatically.
You can manually change these parties, if your system is set up to allow you to change them.
Parties are automatically redetermined when a document is changed, unless the party has been manually
changed.
Copying Parties from an Existing Document

When you create a new document based on an existing document, the parties are copied to the new document,
unless the party role is the employee responsible or the sales unit. These parties are not copied. Instead, the
system will trigger a new determination for these roles in the new document.
If you created a party role, it will also be copied to a new document, assuming that the role has also been
added to the target document. For example, if you created a role and added it to sales quotes, then created
a sales lead from a sales quote, you must also add the role to sales leads in order for the role to be copied.
Error Handling
If you find that the system is determining involved parties incorrectly, or is unable to find involved parties,
there are a few possibilities:
The party determination steps do not match your business case. You can enable and disable party
determination rules to solve this issue.
The master data required to determine parties is missing or inconsistent. Make sure you have added the
role to the correct business object and that you have maintained the responsibility and/or relationship
assignments above.
Recommended Combinations of Party Roles and Business Partners

The following table explains each party role, and recommends which business partners should be combined with
those party roles.
Party Role
Description
Business Partner
Account
A party that purchases goods or services.
Account or Individual Customer
Contact
A party that is the contact in a document.
Contact or Partner Contact
Ship-to
A party to which goods or services are supplied. Account or Individual Customer
Bill-to
A party that receives the bill for the goods or

services supplied.
Account or Individual Customer
Sender
A party from whom the message originates.
Employee, Contact, Partner Contact, or

Individual Customer
Recipient
A party that is to receive a message.

Individual Customer
Recipient (CC)
A party that is to receive a copy of a message.

Individual Customer

Appendix
309
Party Role
Description
Business Partner
Recipient (BCC)
A party that is to receive a copy of a message

without the other recipients knowledge.

Individual Customer
Service and Support Team A party that is responsible for the processing of Organizational Unit with Function 'Customer
customer complaints.
Service'
Sales Partner
A party that initiates and performs business

transactions for another company.
Partner
Partner Contact
An employee of a sales partner.
Partner Contact
Organizer
A party that is responsible for the organization

of an appointment.

Individual Customer
Attendee
A party that is required as an attendee of an

appointment.

Individual Customer
Employee Responsible
A party that is responsible for something. Often, Employee or Partner Contact

this employee also has tasks to fulfill or is
responsible for updating the document. The
party can be an internal or external employee.
Processor
A party that processes a task or a ticket.
Employee or Partner Contact
Activity Contact
A party that has a reference to the current

activity.
Contact or Partner Contact
Service Performer
A party that performs services.
Employee or Partner Contact
Sales Unit
An organizational unit that is responsible for the Organizational Unit with Function 'Sales'
sales and distribution of products in business
processes.
Call Participant
A party that participates in real-time

communication, for example, a phone call or
Internet chat session.
Sales Employee
A party that is included in the sales department Employee or Partner Contact

of an enterprise, or that carries out sales tasks.
Organizational Unit
An element of your organizational model that is Organizational Unit

assigned to an activity.

Individual Customer
11.1.4 Keyboard Navigation

The SAP solution aims to comply with the keyboard standards of your operating system. You can use the keyboard
to reach active screen elements and use the associated functionality in the solution.
To print this document, press CTRL + P .
Navigation Keys
You can use the following hot keys to navigate SAP screens:
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Appendix
Tasks
Hot Keys
(Supported by Mozilla Firefox Web
Browser 3.6 or Higher)
Hot Keys
(Supported by Microsoft Internet
Explorer 8 or Higher)
Go to the next UI element.
TAB
TAB
Go back to the last UI element.
SHIFT + TAB
SHIFT + TAB
Go to the next UI section.
F6
CTRL + TAB
Go back to the last UI section.
SHIFT + F6
SHIFT + CTRL + TAB
Open a link.
SPACEBAR
SPACEBAR
Trigger the default action of a field or button; open

a link.
ENTER
ENTER
Move between options in a drop-down list or in a Arrow keys

group of options, such as quick links.
Arrow keys
Go to the previous tab.
CTRL + SHIFT + P
CTRL + SHIFT + P
Go to the next tab.
CTRL + SHIFT + N
CTRL + SHIFT + N
Function Keys
You can use the following hot keys to use certain functions in the SAP solution:
For keyboard shortcuts that contain two or more keys, you press these keys simultaneously and let go of
the last key first. In the table, these keys are separated by a plus sign (+).
Tasks
Hot Keys
Hot Keys
Save your data.
CTRL + S
CTRL + ALT + S
Log off.
SHIFT + CTRL + Q
SHIFT + CTRL + Q
As an administrator, you can use the following hot keys in the administration screens of the SAP solution:
Tasks
Hot Keys
Hot Keys
Save your data and close the screen.
CTRL + W
CTRL + ALT + W
Save your data.
CTRL + S
CTRL + ALT + S
Close the screen.
CTRL + Q
CTRL + Q
Refresh the worklist.
CTRL + R
CTRL + ALT + R
Open basic or advanced find in the worklist.
CTRL + G
CTRL + ALT + G
Open filter in the worklist.
CTRL + H
CTRL + ALT + H

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311
Add a new row in the worklist.
CTRL + INSERT
CTRL + INSERT
Delete a row in the worklist.
CTRL + DELETE
CTRL + DELETE
Expand a group in the hierarchy list.
CTRL + +
CTRL + +
Collapse a group in the hierarchy list.
CTRL + -
CTRL + -
View all information in a business document.
SHIFT + CTRL + A
SHIFT + CTRL + A
Log off.
SHIFT + CTRL + Q
SHIFT + CTRL + Q
11.2 Analysis
11.2.1 Working with Reports
11.2.1.1 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.
You can also sort data in ascending or descending order.
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:
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Appendix
Key Figures
Characteristics
Display
Display
Hide
Hide
Decimals
Adding Attributes
Scaling
Displaying Hierarchies
Conditions
Conditions
Exceptions
Exceptions
Sorting
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
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.

Appendix
313
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.
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
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.
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.
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Appendix
11.2.1.2 VIDEO: Working with Report Details

Video
Working with Report Details
(4m 37s)
Find out how to modify a report in the Web Browser view and how to add it to your dashboard.
11.2.1.3 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.
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.
Exceptions
Enables you to identify deviations from threshold values or intervals.
For more information about exceptions, see here.
Conditions

Appendix
315
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.
Table
Enables you to make display settings for the report when displayed as a table.
For information about table settings, see here.
Chart
Enables you to make display settings for the report when displayed as a chart.
For information about chart settings, see here.
Selections
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.
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
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.
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Appendix
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.
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.
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.
11.2.1.4 VIDEO: Using the Reports Quick Filter

Video
Using the Reports Quick Filter
(4m 42s)
Find out how to use the quick filter for reports to close more deals.

Appendix
317
11.2.1.5 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.
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.
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Appendix
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.
Workbook Type
Description
Personal workbook
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.
Public workbook
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.
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.

Appendix
319
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
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.
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.
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Appendix
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 1001.
On sheet 2, in cell D14, you enter 1001. 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 1001. 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.
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

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321
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
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
322
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.

Appendix
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.
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

Appendix
323
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 3000.
In the system, this information is distributed down to the customer level:
You then change the value for Product 1 from USD 1000 to USD 3000. The system recalculates the result
and again distributes all the values down to customer level in the same proportions:
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Appendix
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:
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.

Appendix
325
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.
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Appendix
12 Copyright and Trademarks
Copyright 2011, 2012, 2013, 2014 SAP AG. All rights reserved.
To view the copyright in its entirety, along with important disclaimers and trademark information, see Copyright and
Trademarks .
The following apply to the business card scanner feature:
This software includes ABBYY FineReader Engine 10 2010 recognition technologies. ABBYY,
FINEREADER, and ABBYY FineReader are registered trademarks of ABBYY Software Ltd.
The use of Type 1 fonts for export to PDF:

2001 ParaType Inc.
2003 ParaType Inc.
Opening DjVu images:

Portions of this computer program are copyright 1996-2007 LizardTech, Inc.
DjVu is protected by US patent No. 6,058,214. Foreign patents pending. U.S. Patent Nos. 5,490,216,
5,625,465, 5,768,416 and 6,094,505.

Copyright and Trademarks
327
www.sap.com/contactsap
2011, 2012, 2013, 2014 SAP SE. All rights reserved.

No part of this publication may be reproduced or
transmitted in any form or for any purpose without the
express permission of SAP SE or an SAP affiliate
company.
The information contained herein may be changed
without prior notice. Some software products
marketed by SAP SE and its distributors contain
proprietary software components of other software
vendors. National product specifications may vary.
These materials are provided by SAP SE or an SAP
affiliate company for informational purposes only,
without representation or warranty of any kind, and
SAP or its affiliated companies shall not be liable for
errors or omissions with respect to the materials. The
only warranties for SAP or SAP affiliate company
products and services are those that are set forth in
the express warranty statements accompanying such
products and services, if any. Nothing herein should be
construed as constituting an additional warranty.
SAP and other SAP products and services mentioned
herein as well as their respective logos are trademarks
or registered trademarks of SAP SE (or an SAP affiliate
company) in Germany and other countries. All other
product and service names mentioned are the
trademarks of their respective companies. Please see
http://www.sap.com/corporate-en/legal/copyright/
index.epx for additional trademark information and
notices.
icon courtesy of W3C, see http://
creativecommons.org/licenses/by/3.0/ .

C4C Documentation August 2014

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Copyright:

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C4C Documentation August 2014

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Copyright:

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Product Documentation

SAP Cloud for Customer August 2014

SAP Cloud for Customer

About SAP Cloud for Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

What's New in SAP Cloud for Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

VIDEO: What's New in SAP Cloud for Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . .

HTML5 in SAP Cloud for Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

About Personalization (HTML5) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

About Personalization (Microsoft Silverlight) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Changing Your Profile Picture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

VIDEO: Customizing Your Personal Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

VIDEO: Creating and Editing Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

VIDEO: Changing Your Feed Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

About the Feed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

VIDEO: Using the Toolbar and Panes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

VIDEO: Using the Shelf, Flags, and Favorites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

VIDEO: Organizing Items with Tags . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Installing the SAP Cloud for Customer Add-In for Gmail . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Working from Gmail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Uploading New E-Mail Security Certificates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

SAP Cloud for Customer August 2014

P U B L I C 2011, 2012, 2013, 2014 SAP SE. All rights reserved.

Working with Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Processing Inbound Phone Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Using the SAP Add-In for Microsoft Excel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

SAP Cloud for Marketing: Solution Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Executing Direct E-Mail Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

VIDEO: Working with Leads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

SAP Customer Insight for Marketing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

SAP Customer Insight for Marketing: Overview and Headline . . . . . . . . . . . . . . . . . . . . . . . . . .

SAP Customer Insight for Marketing: KPI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

SAP Customer Insight for Marketing: Report Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Sales Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

SAP Cloud for Sales: Solution Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

VIDEO: Start Here for Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

VIDEO: Working with Leads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

VIDEO: Start Here for Retail Execution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

About Retail Execution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

VIDEO: Creating Sales Quotes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Creating and Processing Sales Quotes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Sales Quote Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Working from Microsoft Outlook for Sales Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Working from IBM Lotus Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

2011, 2012, 2013, 2014 SAP SE. All rights reserved. P U B L I C

SAP Cloud for Customer August 2014

Sales Target Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Analysis for HTML5 for SAP Cloud for Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Working with Sales Planning Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Projecting Sales Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Viewing Forecast Revenue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Competitors and Competitor Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Competitor Products Quick Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Partners and Partner Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

SAP Cloud for Customer for Android . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

SAP Cloud for Customer for iPad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

SAP Cloud for Customer for iPhone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

SAP Customer Insight for iPad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

VIDEO: SAP Customer Insight for iPad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

VIDEO: Navigation and Feed for iPad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

VIDEO: Creating Items on iPad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

VIDEO: Working with iPad Offline Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Service Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206

SAP Cloud for Service: Process Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

VIDEO: Start Here for Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .