You find questions and answers to the following topics:
Is there an overview of existing integration options available for SAP Hybris Marketing?
Integration SAP Hybris Marketing and SAP Hybris Cloud for Customer
How can SAP Hybris Marketing and SAP Hybris Cloud for Customer be integrated
Answer: Integration is available based on HCI/PI for on premise and is based on HCI in SAP S/4HANA Marketing Cloud.
Can PI also be used as integration middleware to connect SAP S/4HANA Marketing Cloud and SAP Hybris Cloud for Customer?
Answer: In general, the mapping is available, but the connectivity itself would have to be established on a project basis. We recommend HCI be used for cloud solutions.
Where can customers download integration content?
What does the integration of Marketing and SAP Hybris Cloud for Customer comprise?
Answer: The integration scenario “Marketing – SAP Hybris Cloud for Customer Integration” is a stepwise tighter integration of SAP Hybris Marketing and SAP Hybris Cloud for Customer. Note: the integration scope is identical for on premise (SAP Hybris Marketing) and cloud (SAP S/4HANA Marketing Cloud).
Triggered by marketing campaign actions following business documents are created in SAP Hybris Cloud for Customer:
• Leads (If assigned business partners do not yet exist in SAP Hybris Cloud for Customer, they are created as “business partners in preparation” as well)
• Tasks (available since 1605)
• Appointments (available since 1605)
• Phone calls (available since 1605)
Delta load (all changed or newly created business documents) from SAP Hybris Cloud for Customer to Marketing for the following business document is supported:
• Leads (If assigned business partners do not yet exist in Marketing, they are created as interaction contacts as well)
• Visits (available since 1605)
• Phone calls (available since 1605)
Initial and delta load from SAP Hybris Cloud for Customer to S/4 HANA Marketing Cloud of the following master data
• Business partners (account, contact, and individual customer)
• Business partner relationships (is contact person).
UI Integration/Mashup: Embed Marketing factsheets for contacts and corporate accounts into SAP Hybris Cloud for Customer, details see Embed Contact and Corporate Account Factsheet into Cloud for Customer (C4C)
Where can I find the guides that are to be used by customers who want to integrate the two solutions?
Answer: The current guides are published on the Service Marketplace (SAP Hybris Cloud for Customer space): Three guides are available:
Integration SAP Hybris Cloud for Customer – Hybris Marketing on premise via HCI,
Integration SAP Hybris Cloud for Customer – Hybris Marketing via PI
Integration SAP Hybris Cloud for Customer – SAP S/4HANA Marketing Cloud via HCI
Integration Marketing – CRM
What does the integration of Marketing on premise and CRM comprise?
Answer: The following master data and business document information can be retrieved from CRM and loaded into Marketing via SLT: Customers, consumers & contacts, Sales BizDocs (e.g. Orders, Opportunities, interaction Center generated BizDocs)
Pushing data from Marketing into CRM:
It is possible to integrate with CRM Sales and to trigger the creation of Sales Activities/Tasks and Leads. Furthermore, it is possible to directly transfer target groups created in Marketing to CRM More information is available .
A second integration process is possible with CRM Interaction Center: it is possible to run call campaigns in Marketing and create call lists in CRM Interaction Center. More information is available here.
The data provisioning from a CRM system into SAP Hybris Marketing is described in slide 10 of this deck
Is the integration to CRM also available for SAP S/4HANA Marketing Cloud?
Answer: No, currently the integration to CRM is only available on premise.
Cross Process: Lead Management
Under which Hybrid Marketing module does Lead Scores/Lead Stages fall under?
Answer: On-premise lead management leverages:
· Data Management (for contacts/interactions)
· Lead Scoring (requires Predictive Models in the background, which is covered by the Data Management license)
· Segmentation (used for segmentation; via building blocks also for the lead stages)
· Lead transfer into SAP Hybris Cloud for Customer uses campaign execution -> covered by Acquisition
· Lead dashboard (part of the Insight license)
Lead Scoring: Is Lead Scoring available in the cloud and on premise?
Answer: With 1602, lead scoring is available on premise but is not yet part of the 1603 cloud shipment. For SAP S/4HANA Marketing Cloud it is available since 1605.
Lead Scoring: Is there a way to define the reduction of a score (i.e. does missing contact data reduce lead quality)?
Answer: Yes, simply use a negative number in “scorechangedby”, e. g. “-10”?
Lead Transfer: How to include only the new leads that reached/surpassed the lead score threshold after the last campaign was executed?
Answer: This will be done automatically. A contact that has been transferred in a campaign once as a lead will not be transferred again during subsequent execution runs although the contact still meets the transfer criteria.
Lead Transfer: How can a certain threshold of a lead score be used as trigger within campaign automation to create a lead in SAP Hybris Cloud for Customer? For example, if the Lead Intent =>20 , will the trigger action create a lead in SAP Hybris Cloud for Customer?
Answer:Use the dynamic target group functionality to cover this requirement. You can include the respective lead score as attribute in segmentation to build the target group.
Lead Transfer: What happens when non- SAP Hybris Cloud for Customer corporate accounts, contacts or consumers are transferred to SAP Hybris Cloud for Customer?
Answer:For business partners who do not yet exist in SAP Hybris Cloud for Customer but are part of the lead transfer campaign in SAP Hybris Marketing, a lead as well as a business partner in preparation is created in SAP Hybris Cloud for Customer. This business partner in preparation becomes a real business partner as soon as the conversion takes place in SAP Hybris Cloud for Customer.
Integration Marketing – Analytical Solutions
How can BusinessObjects Cloud be connected to SAP Hybris Marketing (on Premise)?
Get the answers via the SCN blog ‘Using SAP Cloud for Analytics with SAP Hybris Marketing’
Get a sample for a BusinessObjects Cloud Story on Sentiment Media Mix via this blog Sentiment Media Mix of SAP Hybris Marketing in SAP BusinessObjects Cloud