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Author's profile photo Arumita Sengupta

Cloud for Service integration with HANA Cloud Portal for Standard Widgets

In this blog, I would like to share my experience in implementing the C4S ticketing solution integrated with HANA Cloud portal with standard widgets. I will provide here the C4S configuration required to activate the HANA cloud portal integration.


Prerequisites for HANA Cloud Portal and C4C:

  • Configuration admin has access and privileges to the HANA Cloud Platform
  • Customer account is subscribed to Cloud Portal productive application [portal:nwc:cloud] on the Factory Data Center
  • An SCN user or alternatively a customer Identity Provider user is assigned as admin to the account
  • Customer account is subscribed to Service Portal productive application (depends on customer account location)
    • Factory EU:  [customerod:seodcustprod]
    • Factory US: [customerodus:seodcustprod]
    • Factory AP: [customerodap:seodcustprod]
  • The HANA Cloud Portal users must have the same email address as the C4C users.

Standard widgets provided by SAP used in this configuration:

  • Ticket List
  • Ticket Details
  • Create Ticket
  • High Priority Tile
  • Needs Attention Tile
  • Create Ticket Tile
  • No Updates Tile
  • All Tickets Tile
  • Open Tickets Tile

Required Configuration for C4C :

  1. Define Project scope to extend the employee support scenarios in Portal in ‘Service’ :
    1. Employee Support  : Service ‘Communication Channel – Portal’ self-service portal
    2. Customer Care : ‘ Communication for Customer care ‘ Activate the customer service portal integration
  2. Creation to Communication system _PORTAL from the Administrator work center .
  3. Define the communication arrangements for ‘Customer Service portal integration ‘
  4. Create an Admin user ‘ PORTALADMIN’ with all the administrator rights
  5. To define the field options available in the HANA cloud portal include the ‘Portal Adaptation’ by Adopt mode from Administrator work centre. The Portal Ques provides the options for you to define the specific fields in the HANA cloud portal widgets.
  6. Go to the Portal Queue from the ‘Portal Adaptaion ‘ mode and then define the required fields need to be  visible on the Portal.

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      35 Comments
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      Author's profile photo Chandan Bankar
      Chandan Bankar

      Hello Arumita,

      Thanks for sharing your experience for Services scenario. Recently I had posted similar experience for Sales. Please check below link

      Cloud for Customer specific Configurations for Partner Channel Management

      We had completed some Fine Tune activities and configured Business Roles. Are these configurations not required here for Service scenarios?

      Thanks a lot for sharing your experience. 🙂

      Regards,

      Chandan

      Author's profile photo Arumita Sengupta
      Arumita Sengupta
      Blog Post Author

      Hi Chandan,

      Thank you for sharing your link. Yes, for service scenarios we need not to do any configuration for Business role. The scenarios here is the employees will be accessing the C4Cdetails via HCP.

      Regards,

      Arumita

      Author's profile photo Rahul Kapoor
      Rahul Kapoor

      Hello Arumita

      Can you please share the general config details too.

      I would like to know how you maintained the properties in HCP for connecting to C4S

      Regards

      Rahul

      Author's profile photo Arumita Sengupta
      Arumita Sengupta
      Blog Post Author

      Hi Rahul,

      Could you please let me have your email. I will mail you the document.

      Regards

      Arumita

      Author's profile photo Rahul Kapoor
      Rahul Kapoor

      Hello Arumita

      My email id is rahulkpr65@gmail.com.

      Thanks for taking out time to respond.

      Regards

      Rahul Kapoor

      Author's profile photo Former Member
      Former Member

      Hi Rahul,

      Could you please share the docs which Arumita sent you at saurabh.nitin@gmail.com.

      Regard

      Saurabh

      Author's profile photo Michael Vraa-Jensen
      Michael Vraa-Jensen

      Hi Arumita,

      I would also very much like the document if possible - michael@gmai.com

      Best regards

      Michael

      Author's profile photo Former Member
      Former Member

      Hello Chandan,

      I'm trying to get pcmapps in a working state, do you know if it is required additional configuration for routing in order to consume them. For the moment I stick to 404 error accessing the app.

      thanks,

      Author's profile photo Rahul Kapoor
      Rahul Kapoor

      Good blog.

      Author's profile photo Former Member
      Former Member

      Simple and well defined steps for C4C integration. Great work and blog

      Author's profile photo Former Member
      Former Member

      Simple, well defined steps for integration .

      Author's profile photo Soma Yadla
      Soma Yadla

      Very Good Information Arumita. Thanks for sharing.

      Author's profile photo Former Member
      Former Member

      Hi Arumita,

      Thanks for the informative post.

      We are integrating C4S with HCP. Unfortunately we are unable to find the SAP documentation regarding the settings that need to be performed in HCP and C4C.

      Can you please provide us the documentation?

      It will be very useful if we get the documentation.

      my email id is s.a.mathivanan@accenture.com

      Thanks and Regards,

      Surabhi

      Author's profile photo Arumita Sengupta
      Arumita Sengupta
      Blog Post Author

      Hi Surabhi,

      I have emailed you the document.

      Thanks

      Arumita

      Author's profile photo Maddy P
      Maddy P

      Hi Surabhi,

      Thank you for sharing your knowledge and time for this blog.

      Could you please mail me the document to madhavarao.sap@gmail.com

      It will be very much useful to our team working on the similar scenario.

      Regards,

      Maddy

      Author's profile photo Dennis Klein
      Dennis Klein

      Hi Arumita,

      it would be very nice if you send me also the document: dennis.jens.klein@gmail.com .

      Thanks a lot!

      Best wishes,

      Dennis

      Author's profile photo Markus Grant
      Markus Grant

      Hello Arumita,

      Please could you also send me the document? markus.grant@bilot.fi

      Thanks!

      Markus

      Author's profile photo J. Mulders
      J. Mulders

      Hi Arumita,

      Could you please also share this document withe me? jeroen.mulders@ctac.nl


      Thank you very much!

      Best regards,

      Jeroen

      Author's profile photo Arumita Sengupta
      Arumita Sengupta
      Blog Post Author

      Hi Jeroen,

      I have sent you the document .

      Regards

      Arumita

      Author's profile photo Markus Grant
      Markus Grant

      Hello Arumita,

      Please could you also send me the document? markus.grant@bilot.fi

      Thanks!

      Markus

      Author's profile photo Andreea Patru
      Andreea Patru

      Hello Arumita,

      Can you please send me the document too?

      andri21_m@yahoo.com

      Thank you,

      Andreea.

      Author's profile photo J. Mulders
      J. Mulders

      Thanks Arumita,

      Did you send it to the correct e-mail adres? jeroen.mulders@ctac.nl

      Thanks you very much,

      Jeroen.

      Author's profile photo Phil Cooley
      Phil Cooley

      Hi Arumita

      Could you also please send the document through to me as well? phil.cooley@asahi.com.au.

      thanks

      phil

      Author's profile photo Former Member
      Former Member

      Hi @arumita.sengupta

      Hope you are doing good. Please mail me the documents

      rpriya@kaartech.com

       

      Thanks !

      Priya R

      Author's profile photo Former Member
      Former Member

      Hi Surabhi,

      Could you please share the docs which Arumita sent you at saurabh.nitin@gmail.com

      Regard

      Saurabh

      Author's profile photo Former Member
      Former Member

      Hi Arumita,

      Can you please send me the document with me? Thanks in advance.

      Email: sandeep.chandran@gmail.com

      Regards,

      Sandeep

      Author's profile photo Former Member
      Former Member

      Hi Arumita,

      Could you please send me the docs at saurabh.nitin@gmail.com.

      Thank you so much.

      Regards

      Saurabh

      Author's profile photo Former Member
      Former Member

      Hi Arumita,

      Can you please send me the document. (digvijay.01@gmal.com)

      Regards

      Digvijay

      Author's profile photo Former Member
      Former Member

      Hi Arumita ,

      Thanks for steps they are well defined  but I got stuck in the last two steps mentioned below as such I am not able to follow them on C4C .

      We are performing EC to HCP to C4C integration for Service center .

      5. To define the field options available in the HANA cloud portal include the ‘Portal Adaptation’ by Adopt mode from Administrator work centre. The Portal Ques provides the options for you to define the specific fields in the HANA cloud portal widgets.

      6. Go to the Portal Queue from the ‘Portal Adaptaion ‘ mode and then define the required fields need to be  visible on the Portal.

      Also  could  you send me the doc  at m.rsharma@outlook.com

      Thanking you in advance

      Manoj

      Author's profile photo Former Member
      Former Member

      Hi Manoj,

      First you need to enable portal adaptation in adapt mode.

      go to Beta admin->Adapt->enter adapt mode.  again adapt->edit screen

      enable portal configuration. only then you will able to perform step 5 and 6.

      Regards

      Nitin

      Author's profile photo Srikanth Sagiraju
      Srikanth Sagiraju

      Quick question:

      This scenario will enable the same users with access to C4S to logon HANA cloud platform to maintain/view tickets .. correct ?

      regards

      Srikanth

      Author's profile photo Former Member
      Former Member

      Hi Arumita,

      Could you please share the docs with me @ elinabell17@gmail.com

      Thanks,

      Elina

      Author's profile photo Former Member
      Former Member

      Hello Arumita,

       

      Thanks for sharing your experience. I have the same requirement and need to integrate C4C Service with Self service portal.

       

      I am little confused on sales and service integration process. Generally in Sales Partner contact register on the portal and  then an application gets created in C4C. Based on that partner manager create the users and provide them with the role to get the access.

       

      Do we have same scenario for partner contacts in service as well or its different.? Can you please share some documents on that.

       

      Thanks for your help.

      Author's profile photo Former Member
      Former Member

      Hello Arumita,

      Can you please send the document to my email sunkara.leo@gmail.com. Thanks for your help.

      Thanks

      Pavan

      Author's profile photo Rahul Kapoor
      Rahul Kapoor

      Hi Amruta

      Cloud you please share the document with me on rahulkpr65@gmail.com